A RESEARCH PROJECT REPORT

ON
(“EMPLOYEE SATISFACTION ON BHARAT SANCHAR
NIGAM LIMITED”)

FOR THE AWARD OF

MASTER OF BUSINESS ADMINISTRATION (HR)

UNDER THE GUIDANCE OF

DR. SANDEEP SANDILYA

SUBMITTED BY
ABHISHEK SHAKYA
MBA (2007-09)
Enrolment No. 2007PHR003

INSTITUTE OF BUSINESS MANAGEMENT,

MANGALAYATAN UNIVERSITY,
rd
33 KM STONE, ALIGARH-MATHURA HIGHWAY,
BESWAN, ALIGARH

1
2
 MANGALAYATAN UNIVERSITY

INSTITUTE OF BUSINESS MANAGEMENT

CERTIFICATE

Dated……….

This is to certify that the Research Work done on (Title) is a

bonafide work carried out by Mr.ABHISHEK SHAKYA a student of
Class MBA semester 4th Enrl No 2007PHR003 under my
supervision and guidance. The Research Report is submitted
towards the partial fulfillment of Two–Years Full Time Master of
Business Administration in HUMAN RESOURCE (specialization).

The work done by him/her is original and has not been submitted
any where for any purpose.

We wish him/her all the best for all the future endeavors.

Name & Signature of Faculty

Dean IBM

3
 ACKNOWLEDGEMENT

The entire project from the very idea of its reality would
not have been possible without the guidance and
support of many people. As no human effort and
attempt are completed unless somebody pave a right
direction and right path. So, the case with me in
accomplishing my project objectives I am indebted to
many and it is the right time to acknowledge and
appreciate them.

Abhishek Shakya

(2007PHR003) M.B.A (H.R)

Mangalayatan University

Aligarh(U.P)

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 PREFAC
A project is a very important and mandatory part of
Industrial Psychology. It is very essential for a student of
management to know the working and nature of
corporate world before entering it. It is through a project
that a management student learns his/her first lesson in
handling people and then completing his/her work and
gets a practical knowledge of the field he/she is
specializing in.

Along with all other branches like Marketing, Finance, IT,

etc, HR is also very essential in order to survive in the
market. A good HR strategy as well as proper deliberation
on Employee Satisfaction can lead to its success while a
poor strategy can lead to the failure.

A consistently high level of employee motivation and

commitment are the key factors in developing a positive
working environment for any business.
“A positive work environment starts with people having a
clear sense of purpose and direction, as well as having
the opportunity to participate, engage and be involved in

5
that process. This includes giving your staff some degree
of self-determination, and making sure that they know
their objectives and specific goals.

“Clearly, an open environment of feedback, support and

challenge from their boss and from the people around
them is vital. We all spend a lot of time at work but if
there is a clear sense of success, output and delivery
connected to a clear goal and purpose then people will
feel a lot more engaged.

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7
 CONTENTS
CHAPTERS TOPIC PAGES

1 Executive Summary 7-9

1.1 Importance Of The Study 10-12

2 Introduction of B.S.N.L. 13-18

2.1 Corporate Profiles 19-26

3 Employee Satisfaction 27-34

4 Objective of Study 35-36

5 Research Methodology 37-39

5.1 Research Design 40-48

6 Data Analysis 49-59

7 Findings 60-62

8 Suggestions 63-64

9 Limitations 65-66

10 Overall Experience 67-69

11 Bibliography. 70-71

12 Annexure 72-77

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9
 EXECUTIVE SUMMARY

Each employee satisfaction survey program is

executed a little differently depending on individual
company needs and resources. Complete programs often
start with separate employee and/or management focus
groups, which have the dual purpose of gaining employee
involvement and support for the employee satisfaction
program while gathering critical input to be used in
designing the actual employee satisfaction survey.

Objective of the study is to critically analyzing employee

satisfaction in Bharat Sanchar Nigam Limited Aligarh.

• To study the employee satisfaction level at various

point of view
• To feel the pulse of the employees views and other
suggestions

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 • To try to look for the best strategies and suggestions
over employee dissatisfaction (if any) exist in
company
In research it is the pursuit of truth with the help of study,
observation, comparison and experimentation. In short,
the search or knowledge through objective and
systematic method of finding solution to a problem is
research

In methodology I used two types of data

1. Primary data
2. Secondary data
Research design is mainly of three types:

1. Exploratory research

2. Descriptive or conclusive research

3. Experimental research

What I used is Descriptive Research. Descriptive

Research includes surveys and fact finding enquiries.

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In data analysis I found that some of the employees were
not satisfied with working condition, salary, recognition
etc.Then I tried to give suggestions with my best efforts.

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Research shows that satisfied, motivated employees facilitate
higher customer satisfaction and, in turn, positively influence
organizational performance. Organizations that invest in
measuring employee opinions and attitudes, by incorporating
Employee Satisfaction Surveys into their existing HR
processes, can develop such a workforce.
By establishing frequent and consistent employee
feedback processes, Confirmit solutions enable
enterprises to retain and develop their most vital asset -
employees.

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The following are just a few benefits of an Employee
Satisfaction Survey powered by Confirm it:

More Accurate Perspective

Organizations can attain clearer perspective on how their
employees prioritize and rank the importance and value
of topics such as corporate benefits, versus
compensation, versus career development.

Increased Employee Loyalty

By quantifying and analyzing employee attitudes and
opinions, enterprises can identify problem areas and
develop solutions that create a supportive work
environment and foster a motivated, loyal, workforce.
Training Needs Assessment
Employee Satisfaction Surveys help to develop individual
goals and career potential. With more insight into
employee opinions and attitudes, management can
establish effective professional development initiatives.

Improved Customer Service

Because motivated employees are critical to improved

14
organizational initiatives, such as increasing customer
satisfaction, enterprises that value and strive for greater
Employee Satisfaction ultimately create higher customer
satisfaction.

Confirmit enables creation of automated online survey

and reporting processes that are tailored to businesses
and employees, eliminate the inconveniences of manual
data entry, and reduce turnaround time from survey
creation to deployment and results.

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INTRODUCTION OF BSNL
On October 1. 2000 the department of Telecom
Operations. Government of India became a Corporation
and was christened Bharat Sanchar Nigam Limited
(BSNL) Today, BSNL is the NO. Telecommunication
Company and the largest public sector under taking
of India and it’s responsibilities include improvement of
the already impeccable quality of telecom services,
expansion of telecom network, introduction of new

16
telecom services in all villages and instilling
confidence among its customers.
Responsibilities that BSNL has managed to shoulder
remarkably, deftly. Today with a 43million line
capacity, 99.9% of it’s exchanges digital, Nation wide
network management and surveillance system (NMSS)
to Control telecom traffic and nearly 3,55,632 route
kms of OFC network.
Bhart Sanchar Nigam Limited is a name to reckon
with the world of connectivity. Along with its vast
customer base ,BSNL’s financial and Asset bases too are
vast and strong. Consider the figures. As they speak
volumes on BSNL’s standing:
The telephone infrastructure alone is worth about Rs. 1,
00,000 crore (US $ 21.2 billion). Turnover of Rs. 22.000
crore (US $ 4.6 billion) Add to Which, BSNL’s nationwise
coverage and reach,comprehensive

Range of telecom services and a penchant for

excellence; and you Have the ingredients for
restructuring India for a bright future BSNL,
Relience file new well-m tariffs
New delhi :state-owned telecom company BSNL has
filed new Tariffs with telecom reglator TRAIfor WLL-
M(mobile wireless in Local loop) service & iI has
decided to keep different duration for Call to
cellular , fixed line and WLL-M phone. Every
call form WELL-M –to -WELL-M will be of three minutes
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For WELLM-to-fixed phone , it will be 90 second and for
WELL-M To cellular phones ;30 seconds, said sources
familiar with BSNL Plans.

New pulse rates or call duration means that

BSNL subscribers will Pay Rs. 1.20 per call,
which will be of different time length;
Depending on which phone they are dialing to,
BSNL has decided To keep the WLL-M rental at
Rs. 200 a month, with an option for Subscribers
to pay another Rs 200 a month and on the
handset, Which will be provided
by the company.

Relience infocomm, which plans to go live with

about a million WLL-M connections within the
next few days, has also decided To charge its
subscribers 0.40 paise a minute for calling WLL-
M Subscribers of other companies like Tata
Indicom and BSNL. Earlier. The offer particularly
for STD calls, was for Relience to Relience calls.
The company officials said that they have
decided To absorb certain network interconnect
charges it has to pay to other Phone companies. It
has decided to offer rates for outside their Own
networks to avoid being hauled up by triel
for offering discriminatory charges from its
subscribers. Touchtel, Bharti’s fixed line services

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company, has also filed new Tariffs, which are
expectd to be on lines of the once filed by MTNL
Last
week. New telecom tariffs are to take effect
from may 1 across the Country And all phone
companies have to file new rates with TRAI for
the. Service(s) they offer - - celluler, fixed line
and WLL-M - before They can implement new
rates. Some have filed and are expected To file
by Monday. Under new tariffs, all incoming calls will
be free, whichwi. 1 I mainly Impact about 12
million celluler subscribers nation wide. besides,
Call duration will decrease substantially for
talking on different Services.

MOBILE SERVICES-CELLONE
Cellone is the Post paid services of the BSNL. It
offers you a host of value added services and
unmatched features not found in any other Celluler
services.
As a proud subscriber of cell one service you will
stay in touch with your near and dears any where in
India because cell one is the only Cellular service
which is available in all major cities and covers all
Major highways. Cellone givesyouall India roaming
facility (including Delhi and Mumbai) and

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international roaming facility to more than 300
Network across the world.
As a cell one subscriber you will enjoy benefits like:

• No security deposit if you are an existing BSNL

subscriber.
• No security deposit or monthly rental for
national roaming Facility in plan-325 &525.

• Voice mail recording and receiving facility

free.
• CLIP free
• Call waiting and call holding facility free.

A host of value added services are also available

at very economical charges:

 Voice mail services

 Short message services (SMS)
 Group Messaging
 National and international roaming
 Call forwarding
 Corporate virtual private network
 Call conferencing
 Friend and family talk
 Call waiting and call holding facility
 In services like prepaid cards Universal
access No. split Charging, VPN etc.
 Wireless application protocol(WAP):
Surf WAP enabled Websites on internet using
the services
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 Unified Messaging services: Integrate
Your mobile phone with
The internet and access your e-
mail, faxes, voice mail etc on your mobile
phone.

OTHER
Service tax extra at actuals

 Billing cycle - monthly

 PSTN charges- include in para 3 above

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CORPORATE PROFILES
Bharat Sanchar Nigam Limited(BSNL) is one of the largest
public Sector unit Westorn U.P. telecom circle consists
of 20 revenu Districts of the state of U. P. right from
Saharanpur to agra. Its Eastern boundary is formed
by the districts of Pilibhit, Bareilly, Badaun, Etah,
Ferozabad, and Agra. Its Northern boundry is
Formed by the districts of Saharanpur, Bijnore,
Moradabad Rampur & Bareilly. It covers a population of
approximately 50 Million spread over more then 62,500
sq km.

Item status as on
26/04/2009

Population (in lacs as 2001 Census) 505.6

Area (in sq. km.) 62548”
Lok sabha constituenties 24
Secondary switching area (SSA) 16
Short distance charging Area 64
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 (SDCA)
Revenue district 20
Tehsils 87
Blocks 208
Revenue Villages 23604
Ever since its creation as an independent entity
it has made considerable progress and achieved more
than its expectations and fulfilled the commitments of
the development of telecom facilities and their effective
operation & maintenance in this region for which it was
formed. Some world famous industries are also
flourishing in
This region like Brassware at Moradabad, Bangles and
glasswork at Ferozabad, shoes and Leather articles at
Agra, Ceramic Pottery at Khurja and locks at Aligarh.
The entire western belt is rich in Agriculture and
Industries with the industrial Area of Noidaat its apex.
In India BSNL establish in 1 oct 2000. It’s world’s
seventh largest Telecommunication company
providing comprehensive range of telecom service.
BSNL have 37342 exchanges all over India and it has 45
million land Line capacity. Through it’s Microwave
network it connect with 602 District, 7330 city/Town,
5.5 lack village. 35.1 million basic phone subscriber,
17.8 million cellular customer, 24%mobile user, 25 million
WLL subscriber, 2.5 million internate subscriber.

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BSNL have 351820 million Rs ( US doller, 8 billion
doller) yearly Turn over with net profit 99390 million.
Infrastructura assets on telephone alone are work
about Rs 63000 million. BSNL plan to expand its
customer base from present 47 million line to 125
line while Dec 2007 & infrastructure investment plan to
the tune of the Rs 733 crore, (in U.S. dollor 16.67
million in the next three year.)
The turn over nationwide coverage reach
comprehensive range of telecom services 7 desire to
EXCEL has made BSNL the NO. 1 telecom company
of India.
Features of BSNL:
* It has nationwide All the India Network.
* There is several products which is launched by
BSNL for
Customer Convience. As;

• Data one broad band

• Cell one country wide cellular
service
• Call now STD call at reduce rate
• Bphone Basic telephone service
• Excel prepaid cellular card
• Tarang
• Sanchar Net
• Web phone
• India Telephone card

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* The Turnover/sales for the year 2007-2008 is Rs.
99390 million
* The company has regional office (circlevise) more
then 26.
* BSNL have 8153 crore (1.87 billion US dollar) gross
investment
* BSNL have over Rs 118719 crore (27.21 billion US
dollar) gross fix assets.

Company’s Quality Policy

“Total Customer satisfaction through Quality
Management and Continuous Improvement
QUALITY OBJECTIVES
1. Organization, which is sensitive and interactive to the
needs of Customer.
2. Continuous upgrading of quality and process to meet
changing needs of customer.
3. Optimization of return on investment by-

• Continuous improvement

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 • Technology development
• Organizational and personnel development
• Cost reduction efforts
• Effective use of all resources
• Harmonious and safe work condition

4. Work of international norms of quality and

management
5. The company has successfully practiced the best
work ethics
and technology along with the TPM & Kaizen approach
and harmony through team work.

WORK LAYOUT
Commercial department

• Administration/HR/O&P
• Safety
• Legal
• Purchase
• Accounts
Support Service
• Customer Care Executive

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 •
O&P(Organization & Personnel)
Activities Under-Taken By O &P-Works
An Overview
• Recruitment of subordinate staff
• Employer Branding
• Placement review & career progression planning
• Employee Training & Development
• Employee Separation

ORGANIZATION STRUCTUR

BOARD

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 CHAIRMAN/ DEPUTY CHAIRMAN

MANAGING DIRECTOR/ PRESIDENT

EXECUTIVE EXECUTIVE DIRECTOR

DIRECTOR
(MARKETING)
CORPORATE PLANNING OEM SALES
DEPTT. &MANAGING SERVICES AFTER
MARKET SALES

FINANCE & ACCOUNT

DEPTT. EXPORT
SALES DEPTT.

ADMISTRATION DEPTT.

CUSTOMER
SERVICE DEPTT

HRD

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 VISION

• To become the largest telecom service provider in

Asia.

OUR BELIEFS
• All our operations must create value for our
customers
& also result in sustained profitability.

• Leadership is to be nurtured at all levels of the

hierarchy

VALUE

• Honesty, Integrity & Ethical working

• Respect for individuals
• We shall uphold the dignity of the individual

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31
A general Idea to Employee Satisfaction

Employee Satisfaction -- A Necessity for Keeping

Customers Satisfied

It is difficult to overestimate the impact of employee attitudes on the

satisfaction levels of customers. While positive employee attitudes and
customer treatment may not be enough to fully overcome problems with
product or internal systems, it can reduce the damage that
product/systems' problems cause to customer satisfaction. If your
products and systems are performing to customer expectations, happy
employees are in a position to dazzle customers by treating them with
respect, courtesy, and warmth. The link between employee attitude and
customer satisfaction can be seen both in quantitative studies and in
everyday life. Think back to the last sour experience you had with a
person who was servicing you. How did this make you feel? You have
found yourself making a mental note to not return to a place of business
where you were mistreated. At the very least, you probably will not
recommend an organization whose employees have mistreated you. On
the other side of the coin, you probably can recall positive, memorable
experiences you have had as a customer that caused you to return to a
place of business and/or recommend it to a friend.

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One excellent way to do this is to administer an employee satisfaction
survey, analyze the results, and make appropriate changes to policies
and procedures. By repeating this process annually you can track your
company's progress toward improving employee satisfaction.

In addition to improved customer treatment, other benefits of measuring

and improving employee satisfaction include reduced turnover and
associated reductions in training costs. Also, an improved reputation of
your company as a place to work may make it easier to attaract quality
employees.

One of the major reasons for employee dissatisfaction is the lack of

personal growth. If that is not it, how do explain why employees leave
their jobs for another when the perks are similar or just slightly more
than what they were getting?

Why do some decide to work for someone else even though the salaries
they are now getting are lower than the previous employments? Why do
some others quit when they don't have any other jobs to fall back to and
rather be unemployed until they find one?

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If you ask, the common answer that you will hear is that they were
looking for something better. When you ask what better means, they'll
tell you what you want to hear. When you probe further, you'll hear that
the employee dissatisfaction is due to several other discontents.

If you analyze all the reasons, you may find that the displeasure all
points back to the lack of personal development. When humans don't
experience any kind of self-improvement, they feel bored and
uninspired.

An employer who doesn't help its personnel acquire better ways to do

things and develop a sense of self-worth are going to lose them.

People don't work just for the sake of money though that's the main
motivation. They want to feel appreciated. They want to feel needed.
They want to learn. They want to build great relationships based on
trust. If these needs are not met, they rebel by either giving less than
their best, bicker around or walk off.

What should an employer do?

One of the areas that an employer has to look at if employee

dissatisfaction is prevalent and they leave at an unacceptable rate is the
capability of its heads of departments. He has to evaluate the
performance of his managers and supervisors. His leaders can make or
break the team and his business. He should provide them with the tools
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and resources to help them grow and train them to lead. He should
encourage his leaders to read. He must lead by example.

Business is not all about making profits. Its growth depends on building
relationships with everyone involved. That means it's not only looking at
his client's interests.

Well-trained, motivated and happy employees render outstanding

services and bring satisfaction to clients.

Employee dissatisfaction is the forerunner to a number of

problems that can be quite serious to a small business.
These include employee turnover and the potential for
financial abuse, such as theft, check fraud and
embezzlement. It's vital for the management of a small
company to recognize the signs of employee
dissatisfaction before difficulties have the chance to
manifest. Employees almost always send signals of their
discontent. The clear and obvious signs of employee
dissatisfaction include:

1. Excessive tardiness and absenteeism. When an

employee who used to be dependable begins to call in
sick or is late to work, it could indicate the onset of
personal problems--or job dissatisfaction. The same may

35
be true when an employee begins scheduling flexible
outside activities during the workday (such as haircut
appointments, car repair, etc.).

2. Lack of enthusiasm indicated by reducing

working hours. When an employee who has always
stayed at work "until the job is done"--or who has even
come in frequently on weekends to finish projects--begins
leaving every night at 5 p.m. sharp, job dissatisfaction
should be suspected.

3. Decreased quality and quantity of work. When an

employee becomes dissatisfied with his job--or with the
style of management within a company--the quality of
work will reflect it.

4. Complaints by employees against a particular

individual within the company. Often the
dissatisfaction of disgruntled employees is noticed first by
those who work most closely with them.

5. Complaints by an individual employee regarding

salary, benefits, working hours, working

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conditions, etc. Management should never treat such
complaints lightly.

6. Increased e-mail usage during work time.

Dissatisfied employees often spend extra time cruising
the Internet on company time, making outside phone
calls, spending excessive time at the water cooler, etc.

7. Displays of anger, frequent arguments with

associates or team members or other
inappropriate activity. Job dissatisfaction often leads to
frustration, which can result in strife with other
employees.

Recognizing employee dissatisfaction is only half the

battle. When managers realize that an employee is
showing signs of dissatisfaction, a meeting should be set
up allowing the employee to air grievances. This meeting
should be private, between a manager and the
employee--and should be specific as to intent. The
behavior prompting the meeting should be discussed,

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with the employee given the opportunity to bring out
reasons for dissatisfaction.

Remember, the reason or reasons may be valid--and may affect other

employees in addition to the employee being addressed. Reports of
discontent give management the opportunity to examine and correct
potential problems in the company. For example, can working
conditions be improved? Are employee shifts too long? Have benefits
fallen behind what is standard in the industry? Has communication
between employees and managers broken down? These problems and
others can make life hard for employees--and ultimately will hamper
productivity. When discontent resulting from any of these areas is
reported or noticed, a company should not look the other way,
pretending that a problem does not exist. And the dissatisfied employees
should not automatically be looked at as "troublemakers." Reports of
dissatisfaction among employees should be viewed similarly to customer
complaints: as a chance
to improve operations.

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39
 Main Objective

• To critically analyze employee satisfaction in Bharat

Sanchar Nigam Limited Aligarh.

Sub Objectives

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• To analyze the physical work condition
• To analyze the satisfaction level by analyzing the
Industrial Relation between employees &
management
• To find out the level of workers participation
• To try to look for the best strategies and suggestions
over employee dissatisfaction (if any) exist in
company

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RESEARCH METHODOLOGY

Introduction:

Research may be defined as a documented prose work.

Documented prose work means organized analysis of the
subject based on borrowed material with suitable
acknowledgement & consultation in the main body of the
paper. It is the pursuit of truth with the help of study,

42
observation, comparison & experimentation. In short, the
search or knowledge through objective & systematic
method of finding solution to a problem is research.

According to Clifford Woody, “research comprises

defining & redefining problem, formulating hypothesis or
suggest solution, collecting, organizing & evaluating data,
making deduction & reaching conclusion, & at least
carefully testing the conclusions to determine whether
they fit the formulating hypothesis”

Research in common parlance refers to a search for

knowledge.

“A careful investigation or inquiry specially through

search for new facts in Any branch of knowledge.”

43
.The Advanced Learner’s Dictionary of Current English.

“Systematized effort to gain new knowledge.”

Redman
& Mory

Research design

A research design is the arrangement of conditions for

collection and analysis of data in a manner that aims to
combine relevance to the research purpose with
44
economic in procedure. Research design is a plan that
specifies the source and types of information relevant to
the research problem; it is a strategy specifying which
approach will be used for gathering and analyzing the
data. In fact research design is the conceptual structure
within which research is conducted. It constitutes the
blue print for the collection, measurement & analysis of
data.

Types of Research Design

Research design is mainly of three types:

1. Exploratory research

2. Descriptive or conclusive research

3. Experimental research

1. Exploratory Research: It is often the initial

step in the series of studies designed to supply

45
 information for decision making. The main purpose
of this research is that of formulating a problem for
more precise investigation or of developing the
working hypothesis from an operational point of
view. The major emphasis in such studies is on the
discovery of ideas and insights.
2. Descriptive Research: Descriptive Research
includes surveys and fact finding enquiries. The
descriptive research is typically concerned with
determining the frequency with which something
occurs or determining the degree to which variables
are associated. It is guided by an initial hypothesis.
3. Experimental Research: In experimental
research some variables are manipulated to observe
their effect on other variables. Experimentation is
defined as process where events accrue in a setting
at the discretion of the experimenter and controls
are used to identify the source of variation in the
subject .Thus, experimental researches are those
where the researcher tests the hypothesis of casual
relationships between variables.

46
METHOD OF DATA COLLECTION

The key for useful systems is the selection of the method

for collecting data and linking it to analysis and decision
issue of the action to be taken. The accuracy of the
collected data is of great importance for drawing correct
and valid conclusions from detailed investigations. There
are two types of data viz., Primary and Secondary.

PRIMARY DATA

The primary data are those which are collected of a

fresh and for the first time, and thus happen to be
original in the character .There are several methods of
collecting primary data., particularly in survey and
descriptive researches . Some important ones are:

• Observation Method
• Interview Method
• Questionnaire
• Schedules, etc.

47
 SECONDARY DATA

Secondary data means data that are already available

i.e. they refer to the data which have already been
collected and analyzed by some one else and which
have already been passed through the statistical
process. Secondary data may either be published data
or unpublished data . The following have been the
sources for collecting secondary data:

• Internet
• Books

Methods

The choice of methodology is always selected on the

basis of what is best of the respondents – best in terms of
convenience, ease of use, and trust in the method.

Determining the need

48
The need for such surveys is greater when one or more of
the following factors is present:

Rapidly growing organization: It is critical to find out

how employees feel about their jobs, the company and
their fit and future within it.

Highly competitive industry: In an industry like

insurance company turn over minimization and
productivity and creativity maximization are keys to
success. Staying in touch with employees is necessary to
facilitate continued competitiveness.

Contemplated changes in pay & benefits: To know

what needs to be “fixed” and how much “fixing” it needs
to maximize return on invested money and people
resources.

Planned or recent organizational changes, including

change of leadership: Change can be difficult for many
people. If not handled properly, productivity and profits
can decline.

49
Determining what and how to ask

Organizations usually develop a base questionnaire that

contains core questions necessary for substantially all
employers. There are three broad types of questions:
Factual ones, those dealing with opinion i.e. opinion
questions and those dealing with motivation i.e.
motivation questions. The majority of questions on a
employee satisfaction survey should be answered using a
scale.

Examples include 5-point scales, Likert scales (e.g., five

points ranging from “VERY DISSATISFIED” to “VERY
SATISFIED”).Including an open-ended question allows the
50
respondents to give their suggestions and
recommendations in writing. While verbatim comments
are not easy to tabulate, they will bring meaning to some
of your scores. The verbatim responses will help you
understand what is behind that score,” “It’s pretty
powerful to see exactly what some of your employees are
saying about you.” This is then customized to fit it to the
particular needs of the department being studied, adding
and deleting items as appropriate.

The area of focus in the current study being front office,

the researcher studied and reviewed all the recent
projects and trainings organized for this team in order to
select the broad dimensions for study. Existing
instruments were reviewed and studied. All types of
questions were included covering nearly every facet of
employee satisfaction.

All items were to be rated on a five point Likert scale.

Each item in the survey was combined with other related
survey items to produce dimensions. A dimension is a
broad-based subject category which measures an
important aspect of satisfaction. Dimensions greatly
simplify the reporting and feedback of survey results by

51
providing specific findings for each subject category
measured.

Proofing & testing

This includes checking misspelled words, proper skip

patterns, question numbering, grammar and format.

Inviting the employees & obtaining a high

response rate

Certain information is communicated to the employees to

invite them for the survey and obtain a high response
rate. It may be regarding what and why is happening,
assuring the anonymity, how will the results be used in
their favor, duration and deadline for completing the
questionnaire to thanking the employees for their time
and co-operation.

Interpreting the results

It is astounding how much “data” can be created by a

survey. Each scale question has multiple possible
52
answers, each of which is reported along with each item’s
average score; there are results for various dimensions,
and there is statistical analysis.

The different approaches for analysis may include:

Leverage analysis: It provides a way of selecting areas
to focus on, by calculating each area’s level on a “bottom
line” measure – overall satisfaction.

Comment Analysis: Recommendations/suggestions

written by employees as well as patients/attendants
generated qualitative data. Simply reading comments can
give one a flavor for the types of issues on employees’
minds. However, proper interpretation becomes difficult,
if not impossible.

Findings

Suggestions

53
54
ARE YOU SATISFIED WITH YOUR PHYSICAL WORK
CONDITIONS?

10% VERY DISSATISFIED

10%
0% DISSATISFIED
NEUTRAL
50%
SATISFIED
40% VERY SATISFIED

75% EMPLOYEES ARE SATISFIED WITH PHYSICAL WORK

CONDITION & 19% ARE NOT SATISFIED.

55
ARE YOU SATISFIED WITH YOUR FELLOW WORKERS?

0% VERY DISSATISFIED
20%
35% DISSATISFIED
10%
NEUTRAL
SATISFIED

35% VERY SATISFIED

68% EMPLOYEES ARE SATISFIED WITH THEIR FELLOW

WORKERS & 14% ARE NOT SATISFIED.

56
ARE YOU SATISFIED WITH THE RECOGNITION YOU GET
FROM GOOD WORK?

0% 10% VERY DISSATISFIED

`10%
DISSATISFIED
35%
NEUTRAL
SATISFIED
45%
VERY SATISFIED

82% EMPLOYEES ARE SATISFIED WITH THE RECOGNITION

THEY GET FROM THEIR GOOD WORK & REMAININGS ARE
NOT SATISFIED.

57
ARE YOU SATISFIED WITH YOUR IMMEDIATE BOSS?

14% V E R Y D IS S A TIS F IE D
2%
37% D IS S A TIS F IE D
17%
N E U TR A L
S A TIS F IE D

30% V E R Y S A TIS F IE D

67% EMPLOYEES ARE SATISFIED WITH THEIR BOSS,

WHILE 16% ARE NOT.

58
ARE YOU SATISFIED WITH THE INDUSTRIAL RELATIONS
BETWEEN MANAGEMENT AND WORKERS?

6% 6% VERY DISSATISFIED
6%
44% DISSATISFIED
NEUTRAL
SATISFIED
38% VERY SATISFIED

82% EMPLOYEES ARE SATISFIED WITH INDUSTRIAL

RELATION AND REMAININGS ARE NOT SATISFIED.

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ARE YOU SATISFIED WITH YOUR RATE OF PAY?

8% 8% V E RY DIS S A TIS F IE D
23% DIS S A TIS FIE D
NE UTRA L
46% S A TIS F IE D
15% V E RY S A TIS FIE D

61% EMPLOYEES ARE SATISFIED WITH THEIR RATE OF

PAY WHILE REMAININGS ARE NOT.

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ARE YOU SATISFIED WITH THE ATTENTION PAID TO
SUGGESTIONS YOU MAKE? (WORKERS PARTICIPATION)

6% 6% V E RY DIS S A TIS FIE D

19%
DIS S A TIS FIE D
NE UTRA L
50% S A TIS FIE D
19%
V E RY S A TIS FIE D

56% EMPLOYEES ARE SATISFIED WITH WORKERS

PARTICIPATION IN MANAGEMENT, WHILE 25% ARE NOT.

61
ARE YOU SATISFIED WITH YOUR HOURS OF WORK?

6% 6% VERY DISSATISFIED
6%
38% DISSATISFIED
NEUTRAL
SATISFIED
44% VERY SATISFIED

82% EMPLOYEES ARE SATISFIED WITH THEIR HOURS OF

WORK & 12% ARE NOT SATISFIED

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ARE YOU SATISFIED WITH YOUR POWER AND PRESTIGE IN
THE JOB?

6% 6% VERY DISSATISFIED
38% 19% DISSATISFIED
NEUTRAL
SATISFIED
31% VERY SATISFIED

69% EMPLOYEES ARE SATISFIED WITH THEIR POWER AND

PRESTIGE IN THE JOB, WHILE REMAININGS ARE NOT
SATISFIED.

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ARE YOU SATISFIED WITH THE JOB SECURITY?

1 9% 6% V E R Y D IS S A TIS F IE D
25% D IS S A TIS F IE D
N E U TR A L
S A TIS F IE D
6%
44% V E R Y S A TIS F IE D

63% EMPLOYEES ARE SATISFIED WITH THEIR JOB

SECURITY, WHILE REMAININGS ARE AFRAID OF THAT.

64
65
FINDINGS

• 75% EMPLOYEES ARE SATISFIED WITH PHYSICAL

WORK CONDITION & 19% ARE NOT SATISFIED.
• 68% EMPLOYEES ARE SATISFIED WITH THEIR FELLOW
WORKERS & 14% ARE NOT SATISFIED.
• 82% EMPLOYEES ARE SATISFIED WITH THE
RECOGNITION THEY GET FROM THEIR GOOD WORK &
REMAININGS ARE NOT SATISFIED.
• 67% EMPLOYEES ARE SATISFIED WITH THEIR BOSS,
WHILE 16% ARE NOT.
• 82% EMPLOYEES ARE SATISFIED WITH INDUSTRIAL
RELATION AND REMAININGS ARE NOT SATISFIED.
• 61% EMPLOYEES ARE SATISFIED WITH THEIR RATE
OF PAY WHILE REMAININGS ARE NOT.
• 82% EMPLOYEES ARE SATISFIED WITH THEIR HOURS
OF WORK & 12% ARE NOT SATISFIED
• 56% EMPLOYEES ARE SATISFIED WITH WORKERS
PARTICIPATION IN MANAGEMENT, WHILE 25% ARE
NOT.
• 69% EMPLOYEES ARE SATISFIED WITH THEIR POWER
AND PRESTIGE IN THE JOB, WHILE REMAININGS ARE
NOT SATISFIED.
66
• 63% EMPLOYEES ARE SATISFIED WITH THEIR JOB
SECURITY, WHILE REMAININGS ARE AFRAID OF THAT.

67
68
 SUGGESTIONS

• Don’t take lightly the complaints by an individual employee

regarding salary benefits, working hours, working conditions etc.
• Recognize the employees by rewarding them for their good work
done.
• Don’t be autocratic; try to listen your employee’s suggestions also.
• Give chance to employees to participate in management also.
• Follow job rotation to keep employees free from boredom ness.
• Remunerate employees on the basis of quantum of work done.

69
70
 It was very difficult to get correct information from
employees

 Limitedness of sample size, as training was restricted

to Aligarh Branch of BHARTI SHANCHAR NIGAM
LIMITED.

 Limitedness of time to interact with individuals to

convince them to fill open ended questionnaire, so that
I could get more insightful information from employees.

71
72
 I had an excellent experience working with, BHARAT
SANCHAR NIGAM LMITED no matter for a small period. I
have learned a lot by interacting with the senior and
junior staff working out there. And I realized that the
machines cannot replace the people that are the man
power and the success of this organization is because
of the employees, that is why I preferred this topic for
my summer training project.

At last I tried to give full knowledge of my summer

training project in short. At BHARAT SANCHAR NIGAM
LIMITED Company contribution, creativity and learning
are respected as well as expected. The company is
having some of its missions, visions, and some of its
goals. It has taken hands in hands to achieve all those
objectives of its organization. To achieve all these goals
and objectives it is having world class employees in the
Held of Sales, Operation, Finance, Training etc.

73
That was great experience, I realized that there is a lot of
difference between theoretical and practical knowledge. I
learned that how much summer training is important for
the students of management before moving in corporate
word and to exist there without any anxiety.

74
75
 BIBLIOGRAPHY

• Bharat Sanchar Nigam Limited ,documents

• C.R.Kothari (Research Methodology)

Webliography

• www.google.co.in

• www.en.wikipedia.com

• Yahoo search engine

76
77
 ANNEXURE

JOB SATISFACTION QUESTIONNAIRE

INSTRUCTION: Please indicate: How satisfied are you with the

following by using appropriate rating scale.

1. Physical work condition.-

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

2. The freedom to choose your own method of working.-

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

3. Your fellow workers.

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

4. The recognition you get from good work.—

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

78
5. Your immediate boss.-

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

6. Amount of responsibility you are given.--'

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

7. Opportunities to use your abilities.--.

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

8. Industrial relations with management and workers. ---.

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

9. Your rate of pay.--.

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

10. Your chance of promotion.-

79
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.

11. The way your firm is managed.

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

12. The attention paid to suggestions you make.-...

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

13. Your hours of work

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

14. The amount of variety in your job

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

15. Your job security.

80
A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.
Very Satisfied.

16. Opportunity to help others with personal problem at

work

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

17. Chance to learn new things.

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

18. Power and prestige in the job.

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

19. Opportunity to make decisions

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

20. Opportunity to Achieve something worthwhile.

A. Very dissatisfied B. Dissatisfied C. Neutral D. Satisfied E.

Very Satisfied.

81
Name: Deptt:

Designation: Experience:

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