1

Company profile:
Chowgule industries Ltd
The Automobile Division of Chowgule Industries Ltd. is engaged in the Vehicle Dealership
business.
It has the dealerships for
1. Maruti range of cars In Goa, Pune Sangli and Stara
2. Swaraj Mazda Light Commercial vehicles in Goa.

Maruti Suzuki dealerships

Maruti Dealership Our first Maruti Dealership was established in Goa in the year 1986.
Chowgules have 3S Sales, Service and Spares, dealerships of Maruti vehicles in Goa, Pune
Stara and Sangli.
In Goa Maruti Suzuki chowgule has 7 Branch and the head office is in Vosco.
Maruti showroom is in Panjim there is a Sales outlet at the workshop in Fatorda, Margao. The
sales volume of Maruti cars from Goa is around 4200 vehicles per year. The Main service
center is located at Fatorda, Margao. The workshop has 20 bays for servicing with an average
daily service load of 50 to 60 vehicles. The accident repair section is also located on the same
premises. There is also a 6 bay workshop in Panjim with a service load of around 20 vehicles
per day.
The Maruti Suzuki Chowgule has Managing Director Padma Chowgule General Manager
Tejashri pai and six Departments are HR Department, Accounts Department, Accessories
Department, Sales Department, Customer Service Department, and EDP Department.
Around 185 employees working in panjim branch and 95 employees working in Human
Resource Department.

MARUTI UDYOG LTD.

Maruti Udyog Ltd (MUL) is the largest car manufacturer in the country with a market
share of over 80 per cent in the car industry. It is a joint sector corporation setup by the
Government of India and Suzuki Motor Corporation, Japan. Although the company is a
clear leader, it faces threats from new entrants into car industry. It is a leading fourwheeler automobile manufacturer in South Asia. Suzuki Motor Corporation of Japan
holds a majority stake in the company. It was the first company in India to massproduce and sell more than a million cars. It is largely credited for having brought in an
automobile revolution to India. It is the market leader in India. On 17 September 2007,
Maruti Udyog was renamed to Maruti Suzuki India Limited. The company's
headquarters remain in Gurgaon, near Delhi.
The company was incorporated in 1981 to take over the assets of the erstwhile Maruti
Ltd. Maruti Ltd set up in June 1971 had been wound up by a High Court order in 1978.
The assets of Maruti Ltd were then acquired by the Government under the Maruti Ltd
(Acquisition And Transfer of Undertakings Act, 1980).
In the year 1982, the government signed a joint venture agreement with Suzuki Motor
Corporation of Japan. Suzuki's stake had risen from 26% to 40% in 1987. Suzuki's stake went
up once again to 50.25% in 1992. Between August 1997 and June 1998, there were severe
tensions between the two partners over the issue of appointment, of the managing director of
the company. This was resolved in June 1998.The first product, Maruti 800 was launched in
1984. In 1985, the all-terrain vehicle Gypsy was launched and Maruti sold its 50,000th
vehicle. The Maruti 1000 was launched in 1990 and the Zen in 1993.The company
manufactures passenger cars at its factory in Gurgaon, Haryana. Its installed capacity of
350,000 vehicles is expected to rise to 450,000 in the year 1999. The company's models
include the 800cc small car, Esteem, Zen and Gypsy.

The objectives of MUL then are as cited below:

Modernization of the Indian Automobile Industry.

Production of fuel-efficient vehicles to conserve scarce resources.

Production of large number of motor vehicles which was necessary for economic
growth.

PRODUCTS
1. The company sells a wide range of Maruti Suzuki cars
2. They also sell Maruti Genuine Accessories

Beside of these products, the company provides different services:

Services

1. Sales and Service

2. Maruti Genuine Parts
3. Maruti Finance
4. Maruti Insurance
5. Maruti Driving School
6. Maruti On Road Service
7. Value Added Service
8. Extended Warranty

ORGANISATION STRUCTURE
The organization structure of Maruti Suzukis Panjim Branch is consisting of Managing
director, General Manager. And departments such as: sales, accounts, accessories, Work
(service), EDP, and HR departments.

Managing Director
PADMA CHOWGULE

General Manager
TEJASHRI PAI

Accounts
Department

Accessories
Department

Sales
Department

Customer
Service
Department

HR
Department

EDP
Department

SWOT Analysis
Strength
Brand image
MUL is in a leadership position in the market.
Major strength of MUL is having largest network of dealers and after sales service
caters in the country.
Refurbished Cars: MUL has also entered into second hand car market with a brand
name Maruti True Value.
Availability of raw material
Very old player in India market (first major player )

Weakness
Lack of having products in mid-size car segment could result in shifting of loyal
customers who has a desire to upgrade their cars.
Low interior quality inside the cars.
Lack of having products in mid-size car segment could result in shifting of loyal
customers who has a desire to upgrade their cars.

Opportunity

Products and service expansion

Takeover

Targeting high middle class

Economic growth of the country is sound and promising in future.

Big Market: Domestic and Abroad

Threat

Competition

Cheaper technology

External changes (government , policies and taxes etc )

Lower cost competitor or imports

Price wars

Product substitution

Vision and mission statement

Vision:

The leader in the Indian automobile industry, creating customer delight and shareholder's
wealth; a pride for India.

Core values:

Customer Obsession

Fast, Flexible and Fast Mover

Innovation and Creativity

Mission:
To provide maximum value for money to their customers through continues improvement of
products and service.

HR Department
Company values its human resource it considers as a valuable asset.
Employees are motivated to bring out the best within them salves. Performance is recognized
and appropriate.
Company is also implementing system of increasing salaries according to the experience in
their departments. This department includes HR manager, HR executive and 95 employees.

Objectives:
Maintenance of good employee relationship in the organization.
Providing a comfortable working environment to our employees.
To develop employees skill through continuous training.
To promote a better quality of life.
To define personal qualification requirement.
To conduct and arrange training and keep records.
To implement measure to motivate personal.
To improve working condition.

Functions:
Hiring
Promotions
Reassignments
Position classification and grading
Salary determination
Performance appraisal review and processing
Awards review and processing
Personnel data entry and records maintenance
Consultation and advisory services to management and employees
o Conduct problems
o Performance problems

Policy development
Technical policy interpretation
Work Permitting Immigration Visa Program
Benefits
o Health care insurance
o Life insurance
o Disability insurance
o Retirement
o Voluntary accidental death and dismemberment insurance
o Leave Transfer Program
o Tuition Assistance Plan
o Training opportunities
o Combined Federal Campaign
Employee assistance referral
Workers' compensation

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Structure of HR Department :
HR
manager

HR
executive

EMPLOYEE SATISFACTION

Employee Satisfaction is a prerequisite for the customer satisfaction.

Enhanced employee satisfaction leads to higher level of employee retention.
A stable and committed workforce ensures successful knowledge transfer, sharing, and
creation --- a key to continuous improvement, innovation, and knowledge-based total
customer satisfaction.
When companies are committed with providing high quality products and services; when
companies set high work standards for their employees; and when employees are empowered
through training and development, provided with knowledge and information, permitted to
make mistakes without punishment, and trusted; they will experience an increase in their
level of satisfaction at work.
This level of satisfaction can be enhanced further if teamwork and visionary leadership are
introduced.
Continuous improvement comes from the efforts of the empowered employees motivated by
visionary leadership. This is supported by the findings that empowerment and visionary
leadership both have significant correlation with employee satisfaction. Teamwork is also
supported by the findings. In addition, the study found significant correlation between
employee satisfaction and employees intention to leave.
The success of a corporation depends very much on customer satisfaction. A high level of
customer service leads to customer retention, thus offering growth and profit opportunities to
the organization. There is a strong relationship between customer satisfaction and employee

11

satisfaction. Satisfied employees are more likely to stay with company and become
committed and have more likely to be motivated to provide high level of customer service, by
doing so will also further enhance the employees satisfaction through feeling of
achievement. Enhanced employee satisfaction leads to improved employee retention; and
employee stability ensures the successful implementation of continuous improvement and
customer satisfaction. Customer satisfaction will no doubt lead to corporate success and
greater job security.
These will further enhance employee satisfaction. Therefore, employee satisfaction is a
prerequisite for customer satisfaction.

In a company, the satisfaction level of the employees differs, some of the employees are
happy with the facilities provided and some are not, some employees are happy with their job
itself, but some are not, at the same there can be satisfied and unsatisfied employees in a
company receive the same facilities and working condition.
There are various factors that explains the satisfaction of employees in a company, such as
the relation of the employees with the management of the company, salary, rewards and
recognition of the employees for their better performances and innovative ideas, employee
benefits they get from the company, the trust and importance of the employees, the
motivation level of the company, the job and career development of the employees their
different needs like social needs, training needs, financial needs, etc, if employees are happy
with these factors the employees are said to be satisfied.
I have conducted a survey considering all these factors, to know the employee satisfaction
level in the Chowgule Industries Ltd, Automobile branch, which deals in Maruti Suzuki cars
and provides different services of the Maruti Suzuki.

12

HUMAN RESOURCES MANAGEMENT ISSUES

People are our greatest asset is a mantra that companies have been chanting for years. But
only a few companies have started putting Human Resources Management (HRM) systems in
place that support this philosophy. There are a number of challenges in the Indian industry
which require the serious attention of HR managers to find the right candidate and build a
conductive work environment which will be beneficial for the employees, as well as the
organization. The industry is already under stress on account of persistent problems such as
attrition, confidentiality, and loyalty. Other problems are managing people, motivation to
adopt new technology changes, recruitment and training, performance management,
development, and compensation management. With these challenges, it is timely for
organizations to rethink the ways they manage their people. Managing HR in the knowledge
based industry is a significant challenge for HR managers as it involves a multi task
responsibility. In the present scenario, HR managers perform a variety of responsibilities.
Earlier their role was confined to administrative functions like managing manpower
requirements and maintaining rolls for the organization. Now it is more strategic as per the
demands of the industry.

Managing People
In view of the industry dynamics, in the current times, there is a greater demand for
knowledge workers. Resumes abound, yet companies still fervently search for the people who
can make a difference to the business. Often talented professionals enjoy high bargaining
power due to their knowledge and skills in hand. The attitude is different for those who are
taking up responsibilities at a lesser age and experience. These factors have resulted in the
clear shift in approach to individualized career management from organization career
commitment.

13

Motivating the Workforce

As the competition is growing rapidly in the global market, a technological edge supported
by a talent pool has become a crucial factor for survival in the market. Naturally, as a result
every organization gives top priority to technology advancement programs. HR managers are
now performing the role of motivators for their knowledge workers to adopt new changes.
Competency Development
Human capital is the real asset for any organization, and this makes the HR role important in
recruiting, managing, and retaining the best. The HR department has a clear role in this
process and determines the success tempo of any organization. An urgent priority for most of
the organizations is to have an innovative and competent HR pool; sound in HR management
practices with strong business knowledge.
Recruitment and Training
Recruitment has become a major function from an imperative sub system in HR, particularly
in the industry. HR managers play a vital role in creating assets for the organization in the
form of quality manpower. Attracting new talent also is a top priority for software companies,
but less so for smaller companies. Another challenge for HR managers is to put systems in
place to make the people a perfect fit for the job. Skill redundancy is fast in the industry. To
overcome this problem, organizations give the utmost priority to training and skill
enhancement programs on a continuous basis. Many companies are providing technical
training to the employees on a quarterly basis. These trainings are quite useful also in terms
of providing security to the employees.
Work life Balance Factor
Another dimension to the challenges faced by our company is the growing pace of talent
acquisition. This aspect creates with it the challenge of a smoother assimilation and the
cultural binding of the new comers into the organization fold. The pressure of delivering the
best of quality services in a reduced time frame calls for ensuring that employees maintain a
work life balance.

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Attrition/Retention of the Talent Pool

One of the toughest challenges for the HR managers in the industry is to deal with the
prevalent high attrition levels. Though there is an adequate supply of qualified staff at entry
level, there are huge gaps in the middle and senior level management in the industry. Further,
the salary growth plan for each employee is not well defined. This situation has resulted in
increased levels of poaching and attrition between organizations. The industry average
attrition rate is 3035 per cent and could range up to 60 per cent.

Research Methodology
Employee satisfaction has been defined as a function of perceived performance and
expectations. It is a persons feeling of pleasure or disappointment resulting from comparing
a products outcome to his/her expectations.
If the performance (Company Services) falls short of expectations, the employee is dissatisfied
and if it matches the expectations, the employee is satisfied. A high satisfaction implies more
purchase/use of the product or service. The process is however, more complicated then it
appears. It is more important for any organization to offer high satisfaction, as it reflects high
loyalty and it will not lead to switching over once a better offer comes in.

Objectives:
The study is conducted with the following objectives:
1. To discover the various expectations that determines the satisfaction level of
employee.
2. To measure the satisfaction level of the employees, with respect to the company.
3. To know the key areas leads to dissatisfaction of the employees.

15

Primary data:
Sampling design
The survey was targeted to know the satisfaction level of Employees in the local branch
(Panaji, Goa) of Maruti Suzuki, a sample size of 50 was decided to answer the questionnaire.
Age group or experience of employees was not considered, all those who were employees
were targeted.

The criterion reserved was:

The respondents should be strictly employees of panaji branch of Maruti Suzuki.

Research design
On the basis of attributes which have been identified, a questionnaire is prepared. To each
question, there are 5 possible answers out of which one is to be ticked.
Taking the objectives into consideration a questionnaire was prepared to collect the necessary
information from the employees of Maruti Suzuki Panaji branch.
Also I had question direct from the HR manger and HR executive of Maruti Suzuki Panaji
Branch.

Data collection:
The primary data for the study was collected with the help of the research questionnaire
designed. The necessary data was collected by means of questionnaires given to the
employees.

Data analysis
Survey was completed and then the data collected was analyzed and interpreted with the help
of charts and graphical forms for better understanding.
Finally based on the analysis, a set of suggestions and recommendations have been forwarded
through the report.

16

Secondary Data:
Employee satisfaction survey or employee opinion is like a double edged sword which can be
used both against and in favor of the employee. Being in constant touch with the employees
through these tools and acting upon the information gathered can lead to significant results.
Using the result of the survey, management can decide different decision to improve the
employees effectiveness and, hence, increase their productivity.
The data was successfully collected from various sources like web sites, reference guide and
other readymade materials. The knowledge gained from the secondary data was finally
combined with the primary data and hereby presented in this report.

Introduction
Employees are often referred as the internal customers of the organization. Understanding the
attitudes, behavior, their motivations, feelings and issues affecting them and their
performance is an elementary concern for any and every organization, as they play an
extremely important role in shaping and directing the organizations productivity and
achievement of the goals and overall success.
The following factors measure the satisfaction level of the employees:
1. Employee Relation with the management
2. Feedback
3. communication
4. Team Work
5. Trust
6. Employee Career Development
7. Rewards, Recognitions
8. Employee benefits
9. Work culture and physical Environment
10. Training of Employees
The above factors are structured as a questionnaire to collect the needed data to measure the
satisfaction level of the employees
The collected data has been analyzed as follows

17

ANALYSIS AND INTERPRETATION OF THE SURVEY:

1. Employee Relation with the Management, Feedback and Communication:
1. I have a clear understanding of my departments goals and priorities.
Table
Strongly
Agree
29

Agree
14

Somewhat
Agree
5

Disagree
2

Strongly
Disagree
0

Graphical view and Analysis:

As showed in the above table, 58% of the
employees are strongly agreed that they
have clear understanding of the goals and
objectives, while 28% are just agree with it.
The most of Employees have clear
understanding of the goals of the
company, each of them know what is
expected from them.10% was somewhat
agree, 4% disagree and they cannot
understand of the goal and objective of the
company.

60%
50%
40%
30%

Strongly Agree
Agree
Somewhat Agree
Disagree

20%
10%
0%

Strongly Disagree

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2. I receive timely feedback from my supervisor concerning my performance.

Table
Strongly Agree

Agree

Somewhat Agree

14

23

11

Disagree
2

Strongly
Disagree
0

Graphical view and Analysis:

Most of the employees are given timely feedback,
28% of the employees are strongly agreed, 46%
just agreed, 22% somewhat agreed and 4%.disagree
.the most of employees receiving timely feedback
with it, but a small number are not satisfied some
receive timely feedback.

Strongly Agree

50%
40%

Agree

30%
Somewhat
Agree

20%
10%

Disagree

0%

3. My supervisor gives honest feedback

Table:
Strongly
Agree

Agree

24

18

Somewhat
Agree

Disagree

Strongly
Disagree
0

Graphical view and Analysis:

50%

As showed the above table 48% of the employees

strong agree, 36% of them agree, 10 of them just
somewhat agree and 6%of them disagree.

Strongly
Agree

40%

Agree

30%

The employees are agree that they receive honest

feedback.

Somewhat
Agree

20%

Disagree

10%
0%

Strongly
Disagree

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4. My supervisor is approachable when needed.

Table
Strongly
Agree
17

Agree

Somewhat
Agree
7

24

Disagree
2

Strongly
Disagree
0

Graphical view and Analysis:

Supervisor is approachable and the supervisor shows
interest in their careers, only 4% of the employees
say they are not satisfied.
The table showed the most of employees satisfied.

50%

Strongly Agree

40%

Agree

30%

Somewhat
Agree
Disagree

20%

Strongly
Disagree

10%
0%

5. My supervisor expresses an interest in my career.

Table:
Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

14

11

Graphical view and Analysis:

40%

As the above table showed the most of employees

said they are satisfied.

35%

Only 6% of employees are not satisfied their

supervisor is not interest in their career.

25%

Strongly
Agree
Agree

30%
20%
15%
10%
5%
0%

Somewhat
Agree
Disagree
Strongly
Disagree

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6. When changes are made in the company, the interests of the employees are considered?
Table:
Strongly
Agree
11

Agree
20

Somewhat
Agree
14

Disagree

Strongly Disagree

Graphical view and Analysis:

As in above table showed the most of the employees
are satisfied.

40%

When any change is made in the company, interests of

the employees are considered, jut 10% of the
employees say that their interest is not considered
while any change is made in the company.

30%

35%
25%
20%

Strongly
Agree
Agree
Somewh
at Agree
Disagree

15%
10%
5%

Strongly
Disagree

0%

7. The senior management team communicates how

well the company is doing?
Table:
Strongly
Agree
18

Agree
20

Somewhat
Agree
8

Disagree

Strongly Disagree

Graphical view and Analysis:

The senior management communicates the achievement
and the position of the company in the market with the
employees most of the employees are agreed or
somewhat agreed, whereas 8% of the employees say that
they are not communicated where the company is
running in the market.

40%
35%

Strongly
Agree
Agree

30%
25%
20%
15%
10%
5%
0%

Somewha
t Agree
Disagree
Strongly
Disagree

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2. Team work and trust:

8. The company encourages teamwork.
Table
Strongly
Agree
17

Agree
24

Somewhat
Agree
5

Disagree
5

Strongly Disagree
4
Strongly Agree

Graphical view and Analysis:

50%

Team work and Trust in the employees or trust of

employees on the management and trust of the
management on the employees, are two important
factors in the survival and success of any company, in
Maruti Suzuki Panaji Branch, all the employees are
agreed. (10%) somewhat agreed (10%) disagree and
8% of them strong disagree.
The most of the employees that the company
encourages team work, team work utilizes team efforts
of the employees.

Agree

40%

Somewhat
Agree

30%
20%

Disagree

10%
Strongly
Disagree

0%

9. There is a high level of trust at the company.

Table:
Strongly
Agree
13

Agree
24

Somewhat
Agree
10

Disagree

Strongly Disagree

Graphical view and Analysis:

As showed in table the Trust is a very important factor,
6% of the employees say that there is no high level of
trust in the company, whereas 26% are strongly agreed,
48% are just agreed and 20% are somewhat agreed,
which means that only specific employees are trusted
more.

40%
35%

Strongly
Agree

30%

Agree

25%
20%

Somewhat
Agree

15%

Disagree

10%
5%
0%

Strongly
Disagree

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10. Work is fairly distributed in my work group.

Table:
Strongly
Agree

10

Agree

Somewhat
Agree

29

Disagree

Strongly Disagree

Graphical view and Analysis:

As showed in table the fair distribution of work

among the work group is an effort to gather
individual efforts to achieve a specific target, a small
number of the employees (8%) are not happy with
the part distributed to them, and 14% of them are
somewhat agreed that the work distributed is fair,
whereas 58% are agreed and 20% are strongly
agreed and believe that the work distributed among
the group members in different work groups.

60%

Strongly
Agree

50%

Agree

40%
30%

Somewhat
Agree

20%

Disagree

10%
0%

Strongly
Disagree

3. Career Development:
11. I am satisfied with my job overall.
Table:
Strongly
Agree

15

Agree

23

Somewhat
Agree

Disagree

Strongly Disagree

40%

Graphical view and Analysis:

Most of the employees are satisfied with their jobs

(30% strongly agreed, 46% are agreed and 10% are
somewhat agreed), but a small number of employees
(10%) are not satisfied with their jobs and career,
which means that the company needs to revise the
job standards for them.

35%

Strongly Agree
Agree

30%
25%
20%
15%
10%
5%
0%

Somewhat
Agree
Disagree
Strongly
Disagree

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12. There are clear performance standards for my job.

Table:
Strongly
Agree

Agree

Somewhat
Agree

31

10

Disagree

Strongly Disagree

Graphical view and Analysis:

Strongly Agree

40%

Most of the employees say that they have clear

35%

Agree

30%

job standards, where 8% say that the jobs

25%

standards are not clear to them. All the

20%

Somewhat
Agree

employees are agreed that their jobs make

15%

Disagree

10%

good use of their skills, which means

Strongly
Disagree

5%

employees are placed at the right jobs.

0%

13. I would feel comfortable talking to my supervisor about diversity issues.

Table:
Strongly
Agree

Agree

Somewhat
Agree

Disagree

Strongly Disagree

20

Graphical view and Analysis:

8% of the employees are not comfortable while

talking with their supervisors about diversity
issues, which means that morale of the

40%

Strongly Agree

35%
30%
25%

Agree

employees, is weak, whereas most of them agree

20%

Somewhat
Agree

that they feel comfortable while speaking with

15%

Disagree

their supervisor about diversity issues.

10%
5%
0%

Strongly
Disagree

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14. My job makes good use of my skills.

Table:

Strongly
Agree

14

Agree

21

Somewhat
Agree

10

Disagree

Strongly Disagree

Graphical view and Analysis:

The most of the employees are agreed that their jobs make
good use of their skills, which means employees are placed
at the right jobs.
Only 10 of the employees somewhat agreed and 10%
disagree.

50%

Strongly
Agree

40%

Agree

30%

Somewhat
Agree

20%

Disagree

10%
Strongly
Disagree

0%

Rewards and Employee benefits:

15. Employee benefits at the company are communicated clearly to me.
Table:
Strongly
Agree

Agree

17

20

Somewhat
Agree

Disagree

Strongly Disagree

Graphical view and Analysis:

40%

Rewards and Employee benefits are the monetary

tools to motivate the employees to perform in a better
way. Most of the employees are agreed that employee

30%
20%

benefits are clearly communicated to them, whereas

8% are not agreed, and they said that employee
benefits are not communicated with them.

10%
0%

Strongly
Agree
Agree
Somewhat
Agree
Disagree
Strongly
Disagree

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16. Employee benefits meet my needs.

Table:
Strongly
Agree

Agree

Somewhat
Agree

Disagree

15

25

Graphical view and Analysis:

Strongly Disagree

50%

Strongly Agree

benefit not always meet their needs, and 10% say

40%

Agree

that employee benefits given to them never met

30%

Somewhat
Agree

More than 50% of the employees say that employee

their needs, whereas 30% employees are agreed that

their benefits meet their needs, which means all the
employees are not given enough benefits to meet

20%

Disagree

10%

their needs, only some of them are paid adequately.

Strongly
Disagree

0%

17. I am fairly paid for the work I do.

Table:
Strongly
Agree

Agree

Somewhat
Agree

Disagree

Strongly Disagree

13

21

10

Graphical view and Analysis:

12% of the employees say that they are not paid fairly
for the work they deliver, more than 20% say that they
are somewhat paid fairly, but only 26%strongly agree
and 42% agree say that they are fairly paid, which
means that only senior employees are paid more, and
the rest are not paid much.
But all the employees agree that there is a connection
that how effectively they work, they are paid more.

50%

Strongly
Agree

40%

Agree

30%
20%

Somewhat
Agree

10%

Disagree

0%
Strongly
Disagree

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18. There is a clear connection between how effectively I work and how much I am paid.
Table

Strongly
Agree

Agree

Somewhat
Agree

Disagree

Strongly Disagree

24

10

12

Graphical view and Analysis:

50%

Strongly
Agree

that there is a connection that how effectively they

40%

Agree

work, they are paid more. Only 20% of them

30%

Somewhat
Agree

The above tables showed most of the employees agree

somewhat agreed and 24%disagreed because they are

20%

not paid.

Disagree

10%
0%

Strongly
Disagree

19. Employees are rewarded for innovative ideas.

Table:
Strongly
Agree

Agree

Somewhat
Agree

Disagree

Strongly Disagree

11

21

17

11

Graphical view and Analysis:

45%

More than 50% of the employees say that they are

40%

rewarded for their innovative ideas, whereas 16% say

35%

that they are never paid for their ideas given to the

30%

company, and 24% say that they are sometimes

rewarded for their ideas.

25%
20%
15%

Strongly
Agree
Agree
Somewhat
Agree
Disagree

10%
5%
0%

Strongly
Disagree

27

20. Employees are recognized for innovative ideas.

Table:
Strongly
Agree

Agree

Somewhat
Agree

Disagree

Strongly Disagree

10

25

Graphical view and Analysis:

50%

The above table showed the most of the

employees are recognized for their innovative
ideas.
5o% agrees and 20% strongly agree of the
employees say that they are recognized for their
innovative ideas, whereas 14% say that there is no
recognition for their ideas.

Strongly
Agree
Agree

40%

Somewhat
Agree
Disagree

30%
20%

Strongly
Disagree

10%
0%

Work culture and Environment:

21. I believe that my office is staffed adequately to achieve our service goals
Table:
Strongly
Agree

Agree

Somewhat
Agree

Disagree

Strongly Disagree

33

Graphical view and Analysis:

Most of the employees are agreed that their office is

70%

staffed adequately, whereas 10% just somewhat agree

60%

and 14% are not happy with it.

50%

Strongly Agree
Agree

40%

Somewhat
Agree

30%

Disagree

20%
10%
0%

Strongly
Disagree

28

22. My supervisor permits flexible work schedules as long as essential tasks and services are
accomplished.
Table:
Strongly
Agree

Agree

Somewhat
Agree

Disagree

Strongly Disagree

10

27

10

Graphical view and Analysis:

Most of the employees are agreed that their supervisor

60%

Strongly
Agree

50%

Agree

permits flexible working schedules for them; this

40%

means that the company allows flexible working timing

30%

Somewhat
Agree

for the employees.

20%

Disagree

Only 6% of them are not agree with their supervisor

10%

Strongly
Disagree

permits flexible working schedule for them.

0%

23. My physical working conditions are good.

Table:
Strongly
Agree

Agree

Somewhat
Agree

Disagree

Strongly Disagree

27

11

Graphical view and Analysis:

All the employees are happy with their Physical working
conditions, which mean they are provided with good
working conditions where they can work effectively.
Only 8% of the employees are not agreed.

60%

Strongly
Agree

50%

Agree

40%
30%

Somewhat
Agree

20%

Disagree

10%
0%

Strongly
Disagree

29

Training of Employees:
24. I receive adequate training for my current job responsibilities.
Table:
Strongly
Agree

Agree

Somewhat
Agree

Disagree

Strongly Disagree

12

27

Graphical view and Analysis:

Most of the employees are agreed that they receive

60%

Strongly
Agree

50%

Agree

40%

adequate training for their current jobs and

responsibilities, while 4% say that they are not given

30%

Somewhat
Agree

enough training to meet their job requirements.

20%

Disagree

10%
0%

Strongly
Disagree

25. I receive cross-job training to develop my career in other positions.

Table:
Strongly
Agree

Agree

Somewhat
Agree

Disagree

Strongly Disagree

10

24

10

Graphical view and Analysis:

50%

Strongly
Agree

40%

Agree

agree with it, and while 12% disagree of the

30%

employees say that they are not given cross-job

Somewhat
Agree

20%

Employees are given cross-job training to develop

their career in other positions, most of the employees

training and are sticks to the current positions.

Disagree

10%
0%

Strongly
Disagree

30

26. What is the most important aspect of your job that influences your decision to
continue working here?

For this question I got different answers from different employees,

Most of them said that their job itself influences them to continue working with the
company some them said they are happy with challenging work, some said they are
independent in individual decision making and some said they are simply enjoying the job.
While some are happy with the management, colleagues and the management, a small
number of the employees said that they are influenced by the salary paid to them.
Whereas a very small numbers said they are here, because of the motivation and care they
receive from the management.

27. What is it that you are not confortable in your job right now?
For this question I got different answer.
Some of the employees are not happy with the timing of the company, and some of them said
that they are not happy with the salary which is paid to them.

31

Findings:
To know the overall satisfaction of the employees, employees are categorized into 4 categories:
High satisfied employees, Moderate satisfied employees, less satisfied employees and not satisfied
employees.
1. Employee Relation with the management, Feedback and communication:
From the above data calculated, it is known that employees have good relation with their
management, receive timely and honest feedback from their supervisors and happy from the
communication within the company, as most of the employees (36%) come under the Moderate
satisfied employees.
Some of the employees are high satisfied (33%) they have excellent relation with the
Management and are given honest and timely feedback.
But 17% of the employees

are not happy with the relation they have with their management

because:

They say their supervisor is not fully interested in their career

Supervisor is not always approachable

They are not considered while changes are made in the company.

The management not always communicates with them that how well the company is
running.

A small percentage of the employees (5%) are not satisfied at all, with the relation they have with
their management and the feedback they receive.

They say they dont receive timely feedback. They are given feedback on irregular basis.

They are considered at all when any changes being made in the company.

They are never communicated how the company is running.

The possible reasons behind this could be that:

They may not be the key employees.

The company may not be willing to share some secrets with all the employees.

Their job wont be of that importance.

32

2. Team Work and Trust

Team work and trust in the company are two most important factors behind the success of any
company, as it utilizes mutual efforts to achieve the goals and objectives of the company.
All the employees are happy and satisfied, that the company encourages and supports team work,
which is a key to their success.
But a few employees are less satisfied with the team work, the possible reason behind this could
be:
Their job could be of individual nature.
The employees themselves may not interest to work in teams.
Trust is another important factor to be built in any company, 24% of the employees are highly
agreed that there is a highly trust in the company, 20% are moderately agreed, but 40% say there
is trust but not always, they are less satisfied with the Trust factor in the company, whereas 16%
of the employees say that there is no trust in the company, which is an important question arises,
but the following could be the possible reasons:

These employees may not a good relation with their supervisor.

They maybe new comers to the company.

The company may have trust on specific key employees.

Fairly distribution is another factor leads to satisfaction of the employees, 40% of the employees
are moderately satisfied with the distribution of work in the company, where as 34% are not
happy with it.

3. Career Development
A very important factor that leads to satisfaction of the employees is their career development.
Employees are looking for the opportunities to develop their career, besides providing best
services to the company. Most of the employees are satisfied with their jobs, but 4% are not
satisfied with their jobs, they say they dont have clear performance standards set for them, they
are trying best, but dont know how much and how well we delivered.
But some says that they dont feel comfortable, speaking with their supervisor about their career.

33

4. Rewards and Employee benefits

Rewards and benefits are non-monetary motivating tools used for enhancing employees
performance and leads to satisfaction.
Some of the employees are satisfied with the rewards and benefits they get from the company,
they say
Benefits are clearly communicated with them
They are happy with their salary.
They are recognized and rewarded for their useful ideas.

But some of the employees are not satisfied with the benefits and rewards, they say:
Their salary is low, and they are not fairly paid by the company.
Employee benefits dont meet their needs
They are not rewarded or recognized for their innovative ideas.
But all the employees agree that there is a clear connection with the efforts delivered and the
salary received

5. Work culture and Environment:

The company offers flexible work hours, most of the employees are happy with them, employees
get opportunities to grow professionally as well as personally.
All the employees are happy and satisfied with working culture and the working environment
provided to them. They say:
The office is adequately staffed.
They are permitted to flexible hours working.
And they are happy with the physical environment.

34

6. Training of Employees:
All the employees receive enough training both for the requirements of their current jobs as well
as cross-job training to develop their career in other positions.
But a small number of employees are not happy with the training opportunities available to
them, some said that they dont receive enough training for their current jobs, and some said that
they dont receive cross-job training and are stuck to the present job only.

Observation
Generally, the employees look satisfied, they are provided with quite satisfactory facilities and
benefits, but it is naturally, all employees cant be satisfied at one time, some maybe satisfied with
the same conditions provided, but some may not, however the above survey is observed as
follows:
They have good relation with their Management; their management is always supportive
to them.
They are happy with the communication and feedback they receive timely and honestly.
Employees are very happy for the facilities provided for their career development.
Team Work is encouraged in the company and work is fairly distributed among them
Employees have trust on their management and say the management trust them back
Rewards, Recognitions, Employee benefits are other factors the have been kept the
employees happy.
Employees receive regular and cross-job training, which satisfy the needs of their current
jobs.

However, some employees (a small percentage) are not satisfied, due to specific factors, for
which relevant suggestions are given, below.

35

Suggestions:
Based on the data collected from the employees the following suggestions are given:
Employees should be convinced to share their complaints with the management or use
complaint box to convey their complaints to the management.
A small number of the employees are not happy with their jobs; due to lack of clear job
standards, the management should revise their job standards. To make them feel they do
important work.
Some of the employees look disappointed, they are not recognized, neither rewarded for
their innovative ideas, the management should consider this.
Some the employees are not happy with the supervision, they should be provided a close
and supportive supervision.
Some employees dont receive timely feedback; the management should consider all the
employees to give them timely feedback.
Employee benefits should be clearly communicated with the employees, as some of the
employees say they are communicated upon benefits.

36

Conclusion

Employees are the greatest assess of an organization. Therefore, valuing their issues, thoughts
and opinions can provide significant insights to organizational performance and achieve its goals.
It is an investment which builds a sense of commitment and attachment of the employees with
the organization. Also, a simple and cost-effective of tool of knowing employee opinions can go
a long way in creating satisfied employees leading to satisfied customers and ensuring long term
success of the organization.
Employee surveys help to improve customer satisfaction as well. The correlation between the
employee satisfaction and customer satisfaction is well-known. Therefore, employee satisfaction
surveys and other tools for employee opinions are not just for improving the employee
satisfaction. Customer satisfaction and loyalty is the key to organizational success. It is on the
organization to realize and achieve that as employee satisfaction is one of the most important key
to customer satisfaction. Satisfied employees create satisfied, loyal, and more profitable
customers
I have learnt much from this project, visiting the industry involved people is a great experience
for me, knowing the factors which lead to satisfaction of dissatisfaction of the employees,
importance of employee satisfaction, and many other issues which are hidden between the
employees and the management.

37

BIBLIOGRAPHY

References:

1. Internet
www.citehr.com
www.quickmba.com
www.scribd.com
www.wikipedia.com

2. On sight

www.Marutisuzuki.com

38

Annexure:
Employee Satisfaction Survey:

Employee Relation with the management, Feedback and communication:

1. I have a clear understanding of my departments goals and priorities

Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

2. I receive timely feedback from my supervisor concerning my performance.

Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

3. My supervisor gives honest feedback.

Strongly Agree

Agree

Somewhat Agree

4. My supervisor is approachable when needed.

Strongly Agree

Agree

Somewhat Agree

5. My supervisor expresses an interest in my career.

Strongly Agree

Agree

Somewhat Agree

6. The senior management team communicates how well the company is doing.
Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

7. When changes are made in the company, the interests of the employees are considered.
Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

39
Team Work and Trust:
8. The company encourages teamwork.
Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

9. There is a high level of trust at the company.

Strongly Agree

Agree

Somewhat Agree

10. Work is fairly distributed in my work group.

Strongly Agree

Agree

Somewhat Agree

Career Development:
11. I am satisfied with my job overall.
Strongly Agree

Agree

Somewhat Agree

12. There are clear performance standards for my job.

Strongly Agree

Agree

Somewhat Agree

13. My job makes good use of my skills.

Strongly Agree

Agree

Somewhat Agree

14. I would feel comfortable talking to my supervisor about diversity issues.

Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

Rewards and Employee benefits:

15. Employee benefits at the company are communicated clearly to me.
Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

40
16. Employee benefits meet my needs.
Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

17. I am fairly paid for the work I do.

Strongly Agree

Agree

Somewhat Agree

18. There is a clear connection between how effectively I work and how much I am paid.
Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

19. Employees are rewarded for innovative ideas.

Strongly Agree

Agree

Somewhat Agree

20. Employees are recognized for innovative ideas.

Strongly Agree

Agree

Somewhat Agree

Work culture and Environment:

21. I believe that my office is staffed adequately to achieve our service goals.
Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

22. My supervisor permits flexible work schedules as long as essential tasks and services are accomplished.
Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

Disagree

Strongly Disagree

23. My physical working conditions are good

Strongly Agree

Agree

Somewhat Agree

41

Training of Employees:
24. I receive adequate training for my current job responsibilities.
Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

25. I receive cross-job training to develop my career in other positions.

Strongly Agree

Agree

Somewhat Agree

Disagree

Strongly Disagree

Suggestions

26. What is the most important aspect of your job that influences your decision to continue working here?

27. What is it that you are not comfortable in your job right now?

28. Any other suggestion

Thanks for giving your time