View
299
Download
1
Category
Preview:
Citation preview
7/31/2019 employee satisfaction project
1/49
PROJECT REPORT
1
7/31/2019 employee satisfaction project
2/49
2
7/31/2019 employee satisfaction project
3/49
7/31/2019 employee satisfaction project
4/49
CONTENTS
Chapter No. Title Page No.
Acknowledgement 2
HRM Summary 4
Introduction 9
Employee Satisfaction 12
Research Methodology 14
Analysis andInterpretation
18
Conclusion 45
4
7/31/2019 employee satisfaction project
5/49
7/31/2019 employee satisfaction project
6/49
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 ResourcesManagement (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 conducive 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 forthe 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.
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.
6
7/31/2019 employee satisfaction project
7/49
7/31/2019 employee satisfaction project
8/49
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 isnot 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.
Bridging the Demand Supply Gap
HR managers have to bridge the gap between the demand and supply of
professionals. They have to maintain consistency in performance and have to keep
the motivation levels of employees high, despite the monotonous nature of work.
The same also leads to recurring training costs. Inconsistent performance directly
affects revenues. Dwindling motivation levels lead to a loss of interest in the job
and a higher number of errors.
8
7/31/2019 employee satisfaction project
9/49
9
7/31/2019 employee satisfaction project
10/49
Introduction to the Organization
Founded in 1992, Su-Kam is Indias biggest producer and supplierof power inverters. With the largest market share, Su-Kam products have
set benchmarking standards for the Industry. Indeed, the company hasplayed a seminal role in consolidating and upgrading the inverter industryfrom the unorganized to the organized sector, thereby adding immensevalue to the industry as a whole. Su-Kam offers a wide range of invertersand is the only Indian company to produce 100 KVA inverters. It hasestablished itself as a leader in product innovation, design sensibility and
sales distribution network.Su-Kam has successfully expanded into other technology driven
products like UPS systems and has made its presence felt in the field ofbatteries both lead acid and VRLA.
A continuing focus on quality and adherence to internationalstandards has enabled Su-Kam to export its products to various overseas
markets across Asia, Africa, the Middle East and the Pacific region. At thecore of Su-Kams growth are the twin values of innovation and customerengagement. The intense focus on R&D enables us to continuouslydevelop new products to meet present and anticipated customer needsand to provide cost effective solutions of power generation. Su-Kam isdeveloping a range of solar products with capability to run homes, offices,
residential complexes a pointer to its futuristic vision and commitment tothe environment. The wide dealer network, the largest for a company inthe industry, and efficient Customer Care Service ensure prompt andeffective solutions and after sales service for true CustomerEngagement. Su-Kams robust business model has now been recognized
globally also.
All systems at Su-Kam are fully validated by independentinternational organizations. Su-Kam is the only Indian company in thepower solutions business to receive:
ISO 9001:2000 for its Quality management system.
ISO 14001:2004 for its Environment management of production.
20 Products patents. Applications for 10 more have beensubmitted.
10
7/31/2019 employee satisfaction project
11/49
CE (Coformite European) and UL (Underwriters laboratories)certification for its products.
In-house R&D recognition from the Government of India.
Kunwer Sachdev is the CEO of Su-Kam Power System Limited and isresponsible for the vision and strategic direction of the company.
11
7/31/2019 employee satisfaction project
12/49
12
7/31/2019 employee satisfaction project
13/49
EMPLOYEE SATISFACTION
What does the term Satisfaction imply to an employee? It impliesnothing else than the feeling of either being contended or non-contended on usinga product. Employee Satisfactionis 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 andservices; when companies set high work standards for their employees; and whenemployees are empowered through training and development, provided with
knowledge and information, permitted to make mistakes without punishment, andtrusted; 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 findingsthat 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 andemployees 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 betweencustomer satisfaction and employee satisfaction. Satisfied employees are morelikely to stay with company and become committed and have more likely to bemotivated to provide high level of customer service, by doing so will also furtherenhance the employees satisfaction through feeling of achievement. Enhancedemployee satisfaction leads to improved employee retention; and employeestability ensures the successful implementation of continuous improvement andcustomer satisfaction. Customer satisfaction will no doubt lead to corporatesuccess and greater job security. These will further enhance employee satisfaction.Therefore, employee satisfaction is a prerequisite for customer satisfaction.
13
7/31/2019 employee satisfaction project
14/49
Research Methodology
14
7/31/2019 employee satisfaction project
15/49
Objectives:
The study is conducted with the following objectives:
1. To discover the various expectations that determine the satisfaction level ofemployee.
2.To rank the factors according to the importance.
3. To measure the level of satisfaction of employees with respect to thecompany.
Employee Satisfaction Measurement
Employee satisfaction has been defined as a function of perceived performanceand expectations. It is a persons feeling of pleasure or disappointment resultingfrom comparing a products outcome to his/her expectations.
If the performance (Company Services) falls short of expectations, theemployee 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 willnot lead to switching over once a better offer comes in.
Tools for tracking and measuring customer satisfaction:
1. Complaint and Suggestion System: Employee can freely delivercomplaints and suggestions through facilities like suggestion box, personalmeetings with seniors etc.
2. Lost Employee Analysis: The exit interviews are conducted or employee
loss rate is computed.
3. Employee Satisfaction Survey: Periodic surveys by use of questionnaireor telephone calls to random sample of recent buyer help to find outcustomer satisfaction and relate to repurchase intention and word of mouthscore.
Technique
To uncover the important attributes which determine the
satisfaction level of the employee with respect to the various servicescatered by the company, a non-structured in-depth interview of employeeselected by convenience is carried out. Then a list of attributes is finalizedkeeping in mind that an attribute once selected is not repeated on beingencountered for the second time.
Scale Construction
15
7/31/2019 employee satisfaction project
16/49
On the basis of attributes which have been identified, a questionnaire isprepared which is analyzed for two parameters separately i.e. satisfaction andimportance.
To each question, there are 5 possible answers out of which one is to beticked. In case of component pertaining to satisfaction, the respondent has to givea response in terms of highly satisfied, very satisfied, satisfied not so satisfied or
dissatisfied.In case of component pertaining to satisfaction, the respondent has to give
a response in terms of critical, very important, important, not so important andnot at all important. The response for each question in either component of
satisfied to dissatisfied and from critical to not at all important, respectively.
Data Collection and Analysis
Exhaustive list of all the employee is obtained. A sample size of 50 ischosen to be representative of the population (nearly 10%). Sample interval isdetermined by dividing total no. of employee by the sample size (=26.32).Everytenth individual appearing in the exhaustive list is then selected. Samples drawnare used to collect data pertaining to employees satisfaction as well as importancetowards the 15 attributes listed.
The results are then categorized on the basis of1. Total Respondents.
2. Department wise.3. Salary Wise.
For each category, the respondents are selected and then averages of
satisfaction and importance are computed for each question respectively. Then theproduct of corresponding averages is computed to give the satisfaction index.
The formula computation of satisfaction index is:
Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)Sum of Average Importance (i)
= SXi
i
Table 1:TOTAL STRENGTH OF THE EMPLOYEES IN THE COMPANY
16
7/31/2019 employee satisfaction project
17/49
DEPARTMENT SU-KAM POWER SYSTEM LTD.
MALE FEMALE TOTALHR & Administration 15 6 21
Accounts 15 20 35
Power Division 20 10 30
Sales & Marketing 200 30 230Service 350 30 380
Customer Care 150 100 250
IT & ERP 20 15 35
Total 770 211 1231
SU-KAM POWER SYSTEM LTD MALE FEMALE875 441
TOTAL STRENGTH 1316
SAMPLE SIZE 50
SAMPLE INTERVAL (1231/50) = 24.62
Table 2: STRENGTH OF EMPLOYEES OF SU-KAM IN PERCENTAGE
Percentage of HR & Administration employee 1.70
Percentage of Accounts Dept. employee 2.84
Percentage of Power Division employee 2.43
Percentage of Sales & Marketing employee 18.68
Percentage of Service employee 30.86
Percentage of Customer Care employee 20.30
Percentage of It & ERP employee 2.84
17
7/31/2019 employee satisfaction project
18/49
18
7/31/2019 employee satisfaction project
19/49
7/31/2019 employee satisfaction project
20/49
7/31/2019 employee satisfaction project
21/49
SATISFACTION INDEX FOR THE EMPLOYEES INSU-KAM POWER SYSTEMS LTD.
0
2
4
6
8
10
12
14
16
18
20
Worki
ngEnviro
nment
C
onve
nientWo
rkLo
catio
n
Recog
nition
forth
ework
done
Friendly
worki
ngenvir
onme
nt
Opportun
itiesf
orfle
xible
worki
ng
Workingi
ndyn
amic
organiza
tion
Working
inreputed
orga
nizati
on
Interesting
andE
njoyable
Work
Worktha
tgivesa
sens
eofa
chiev
ement
W
orking
with
youn
gpeo
ple
Jobs
ecurity
Oppo
rtunities
forp
erson
alde
velop
ment
Oppo
rtunities
forProm
otion
/caree
rPros
pects
Fairpay
mentfor
thew
orkdone
Good
Polici
es
Sxi
Average Importanc
Average Satisfactio
21
7/31/2019 employee satisfaction project
22/49
Listing of Important Attributes
1. Working Environment.2. Convenient Work Location.
3. Recognition for the Work Done.4. Friendly Working Environment.5. Opportunities for Flexible Working.6. Working in a Dynamic Organization.7. Working in a Reputed Organization.8. Interesting & Enjoyable Work.9. Work that gives a sense of Achievement.10.Working with Young People.11.Job Security.12.Opportunities for Personal Development.13.Opportunities for Promotion/Career Prospects.14.Fair Payment for the Work Done.
15.Good Policies.
Ranking as per Importance
After analyzing all the attributes for the given sample, it was found that WorkLocation is Critically important to all employees (I = 4.48) followed by workingwith young people (I = 4.20) working in reputed organization (I = 4.06) and other
attributes which are very important are opportunities for flexible working (I =4.04) Friendly working environment(I = 3.90) followed by opportunities for
promotion & career prospects (I = 3.80).
Working in Dynamic organization andJob Securitywith same is also important (I= 78) followed by opportunities for personal development(I = 74) and recognitionfor the work done (I = 3.72).
Attributes like working environment(I = 3.44) and fair salaryare also moreimportant followed by Good policies (I = 3.24) which are critically important. Workthat gives a sense of achievement(I = 3.14) and interesting & enjoyable work(I
= 3.12) are also equally important.
Variation in Satisfaction
22
7/31/2019 employee satisfaction project
23/49
Satisfaction level of total respondents
The Satisfaction Index for the total respondents is for the total respondents -2.436 (Table 1 and Figure 1) which indicates that the employees are relativelysatisfied with the various services being catered by the company as against theirimportance. It can be attributed to the fact that the company caters to the variousneeds of the employees and it tries to provide the more important needed serviceslike Opportunities for promotions, Fair Salary and Good Company Policies as andwhen needed.
Department wise analysis of satisfaction level
Analysis of Table 2 8 and a glance of Figures 2 8 reveal that employees ofAccounts Dept. are most satisfied ( Satisfaction Index = 2.825) followed byemployees of Power Division ( Satisfaction Index = 2.822) and the employees ofCustomer Care Dept. ( Satisfaction Index = 2.666).
The Satisfaction level of HR & Adm. Dept. is also good (Satisfaction Index =2.664) followed by Sales & Marketing Dept. (Satisfaction Index = 2.390) andEmployees of Service Dept. (Satisfaction Index = 2.335) and IT & ERP Dept.
(Satisfaction Index = 2.106).
TABLE 2: SATISFACTION INDEX FOR THE EMPLOYEES OF
HR & ADMINISTRATION DEPARTMENT
23
7/31/2019 employee satisfaction project
24/49
7/31/2019 employee satisfaction project
25/49
0
5
10
15
20
25
Worki
ngEnviro
nment
Conv
enien
tWork
Locatio
n
Rec
ognition
forth
ework
done
Frie
ndly
worki
ngenvir
onme
nt
Opport
unitie
sforfle
xible
worki
ng
Workin
gind
ynam
icorg
aniza
tion
Worki
ngin
reputed
orga
nizati
on
Intere
sting
andE
njoyable
Work
Workthatg
ivesa
sens
eofa
chiev
ement
Worki
ngwith
youn
gpeo
ple
Jobs
ecurity
Oppo
rtunities
forp
erson
alde
velop
ment
Oppo
rtunitiesfor
Prom
otion
/caree
rPros
pects
Fairp
ayme
ntfor
thew
orkdone
Good
Poli
cies
Sxi
Average Impor
Average Satisf
TABLE 3: SATISFACTION INDEX FOR THE EMPLOYEES OF
ACCOUNTS DEPARTMENT
25
7/31/2019 employee satisfaction project
26/49
Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)Sum of Average Importance (i)
= SXi = 135.385 = 2.825i 47.91
Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to ascore of 1 for Dissatisfied. Importance scale ranges from a score of 5 forcritically important to a score of 1 for not at all important.
FIGURE 3: SATISFACTION INDEX FOR THE EMPLOYEES OF
ACCOUNTS DEPARTMENT
S.No. Questions AverageSatisfaction
(S)
AverageImportance
(i)
Sxi
1 Working Environment 2.40 3.00 7.202 Convenient Work Location 1.19 2.50 2.975
3 Recognition for the work done 3.69 1.00 3.69
4 Friendly working environment 2.90 4.20 12.18
5 Opportunities for flexible working 3.33 4.15 13.819
6 Working in dynamic organization 1.50 1.97 2.955
7 Working in reputed organization 4.45 2.87 12.771
8 Interesting and Enjoyable Work 3.23 4.02 12.984
9 Work that gives a sense ofachievement
2.59 1.76 4.558
10 Working with young people 1.48 3.79 5.609
11 Job security 4.39 3.57 15.672
12 Opportunities for personaldevelopment
3.50 4.19 14.665
13 Opportunities for Promotion/careerProspects
2.25 4.69 10.552
14 Fair payment for the work done 2.05 3.30 6.765
15 Good Policies 3.10 2.90 8.99
Sum 47.91 135.385
26
7/31/2019 employee satisfaction project
27/49
7/31/2019 employee satisfaction project
28/49
Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)
Sum of Average Importance (i)
= SXi = 126.4736 = 2.8224i 44.81
Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to ascore of 1 for Dissatisfied. Importance scale ranges from a score of 5 forcritically important to a score of 1 for not at all important.
FIGURE 4: SATISFACTION INDEX FOR THE EMPLOYEES OF
POWER DIVISION
S.No. Questions AverageSatisfaction
(S)
AverageImportance
(i)
Sxi
1 Working Environment 3.58 4.25 15.21
2 Convenient Work Location 1.50 2.35 3.523 Recognition for the work done 3.20 1.59 5.08
4 Friendly working environment 1.39 1.38 1.91
5 Opportunities for flexible working 2.46 4.03 9.91
6 Working in dynamic organization 4.62 3.27 15.10
7 Working in reputed organization 3.00 1.28 3.84
8 Interesting and Enjoyable Work 1.38 3.81 5.25
9 Work that gives a sense of achievement 2.85 4.19 11.94
10 Working with young people 1.11 2.59 2.87
11 Job security 3.67 1.98 7.26
12 Opportunities for personal development 1.29 3.08 3.97
13 Opportunities for Promotion/careerProspects
2.87 1.78 5.10
14 Fair payment for the work done 3.40 4.45 15.13
15 Good Policies 4.25 4.78 20.31
Sum 44.81 126.47
28
7/31/2019 employee satisfaction project
29/49
0
5
10
15
20
25
Worki
ngEnviro
nment
Conv
enien
tWork
Locatio
n
Reco
gnitio
nforthe
work
done
Frien
dlywork
ingenvir
onme
nt
Oppo
rtunities
forfl
exibl
ework
ing
Worki
ngin
dyna
mico
rganiz
ation
Worki
ngin
reputed
orga
nizati
on
Intere
sting
andE
njoyable
Work
Worktha
tgive
sasens
eofa
chiev
ement
Worki
ngwith
youn
gpeo
ple
Jobs
ecurity
Oppo
rtunities
forp
erson
alde
velop
ment
Oppo
rtunities
forP
romoti
on/ca
reerP
rospe
cts
Fairp
ayme
ntfor
thew
orkdone
Good
Policie
s
Average Sat
Average Im
Sxi
TABLE 5:SATISFACTION INDEX FOR THE EMPLOYEES OF SALES
& MARKETING DEPARTMENT
29
7/31/2019 employee satisfaction project
30/49
Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)Sum of Average Importance (i)
= SXi = 130.359 = 2.390i 54.54
Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a
score of 1 for Dissatisfied. Importance scale ranges from a score of 5 forcritically important to a score of 1 for not at all important.
FIGURE 5: SATISFACTION INDEX FOR THE EMPLOYEES OF SALES
& MARKETING DEPARTMENT
S.No. Questions AverageSatisfaction
(S)
AverageImportance
(i)
Sxi
1 Working Environment 1.769 3.423 6.052 Convenient Work Location 2.769 3.577 9.90
3 Recognition for the work done 2.923 3.615 10.56
4 Friendly working environment 3.000 3.808 11.42
5 Opportunities for flexible working 2.423 3.577 8.66
6 Working in dynamic organization 1.962 4.231 8.30
7 Working in reputed organization 2.308 2.885 6.65
8 Interesting and Enjoyable Work 2.346 4.077 9.56
9 Work that gives a sense of achievement
3.115 3.077 9.58
10 Working with young people 2.462 3.962 9.75
11 Job security 1.731 3.462 5.99
12 Opportunities for personaldevelopment
2.000 3.423 6.84
13 Opportunities for Promotion/careerProspects
2.615 3.923 10.25
14 Fair payment for the work done 1.923 3.885 7.47
15 Good Policies 2.577 3.615 9.31
Sum 54.54 130.35
30
7/31/2019 employee satisfaction project
31/49
0
2
4
6
8
10
12
14
16
18
20
Work
ingEnvir
onme
nt
Conv
enien
tWork
Locatio
n
Reco
gnitio
nforthe
work
done
Frien
dlywork
ingenvir
onme
nt
Oppo
rtunities
forfl
exibl
ework
ing
Work
ingin
dyna
mico
rganiz
ation
Work
ingin
reputed
orga
nizati
on
Intere
sting
andE
njoyable
Work
Worktha
tgive
sasens
eofa
chiev
ement
Work
ingwith
youn
gpeo
ple
Jobs
ecurity
Oppo
rtunities
forp
erson
alde
velop
ment
Opp
ortunitie
sforPr
omoti
on/ca
reerP
rospe
cts
Fairp
ayme
ntfor
thew
orkdone
Good
Policies
Sxi
Average Importance
Average Satisfaction
TABLE 6: SATISFACTION INDEX FOR THE EMPLOYEES OF
SERVICE DEPARTMENT
31
7/31/2019 employee satisfaction project
32/49
Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)Sum of Average Importance (i)
= SXi = 138.774 = 2.335i 59.417
Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to ascore of 1 for Dissatisfied. Importance scale ranges from a score of 5 forcritically important to a score of 1 for not at all important.
FIGURE 6: SATISFACTION INDEX FOR THE EMPLOYEES OF
SERVICE DEPARTMENT
S.No. Questions AverageSatisfaction
(S)
AverageImportance
(i)
Sxi
1 Working Environment 2.25 3.41 7.682 Convenient Work Location 1.66 4.58 7.63
3 Recognition for the work done 3.16 4.08 12.93
4 Friendly working environment 2.83 4.16 11.81
5 Opportunities for flexible working 2.5 4.33 10.83
6 Working in dynamic organization 2.5 4.00 10.00
7 Working in reputed organization 2.16 4.16 9.02
8 Interesting and Enjoyable Work 1.83 3.33 6.11
9 Work that gives a sense of achievement 2.5 3.08 7.70
10 Working with young people 2.33 3.25 7.58
11 Job security 2.41 4.25 10.27
12 Opportunities for personal development 2.16 4.41 9.5613 Opportunities for Promotion/careerProspects
1.41 4.16 5.90
14 Fair payment for the work done 2.25 4.16 9.37
15 Good Policies 3.08 4.00 12.33
Sum 59.41 138.7
32
7/31/2019 employee satisfaction project
33/49
0
5
10
15
20
25
Work
ingEnviro
nment
Conv
enien
tWork
Locatio
n
Reco
gnitio
nforthe
work
done
Frien
dlywork
ingenvir
onme
nt
Oppo
rtunities
forfl
exibl
ework
ing
Worki
ngin
dyna
mico
rganiz
ation
Worki
ngin
reputed
orga
nizati
on
Intere
sting
andE
njoyable
Work
Worktha
tgive
sasens
eofa
chiev
ement
Work
ingwith
youn
gpeo
ple
Jobs
ecurity
Oppo
rtunities
forp
erson
alde
velop
ment
Opportu
nities
forP
romoti
on/ca
reerP
rospe
cts
Fairp
ayme
ntfor
thew
orkdone
Good
Policie
s
Sxi
Average Importance
Average Satisfaction
TABLE 7: SATISFACTION INDEX FOR THE EMPLOYEES OFCUSTOMER CARE DEPARTMENT
33
7/31/2019 employee satisfaction project
34/49
Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)Sum of Average Importance (i)
= SXi = 154.281 = 2.666i 57.85
Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to ascore of 1 for Dissatisfied. Importance scale ranges from a score of 5 forcritically important to a score of 1 for not at all important.
FIGURE 7: SATISFACTION INDEX FOR THE EMPLOYEES OFCUSTOMER CARE DEPARTMENT
S.No.
Questions AverageSatisfaction
(S)
AverageImportance
(i)
Sxi
1 Working Environment 1.75 3.75 6.562 Convenient Work Location 1.75 4.75 8.31
3 Recognition for the work done 3.00 3.50 10.50
4 Friendly working environment 2.75 4.50 12.38
5 Opportunities for flexible working 2.75 4.25 11.69
6 Working in dynamic organization 1.5 3.5 5.25
7 Working in reputed organization 2.5 3.75 9.37
8 Interesting and Enjoyable Work 3.25 3.75 12.19
9 Work that gives a sense ofachievement
4.75 4.00 19.00
10 Working with young people 2.5 4.5 11.25
11 Job security 3.00 3.00 9.00
12 Opportunities for personaldevelopment
1.85 3.20 5.92
13 Opportunities for Promotion/careerProspects
1.5 3.5 5.25
14 Fair payment for the work done 4.0 3.90 15.60
15 Good Policies 3.0 4.0 12.0
Sum 57.85 154.28
34
7/31/2019 employee satisfaction project
35/49
0
5
10
15
20
25
30
Work
ingEnvir
onme
nt
Conv
enien
tWork
Locatio
n
Reco
gnitio
nforthe
work
done
Frien
dlywork
ingenvir
onme
nt
Oppo
rtunities
forfl
exibl
ework
ing
Work
ingin
dyna
mico
rganiz
ation
Work
ingin
reputed
orga
nizati
on
Intere
sting
andE
njoyable
Work
Work
that
gives
ase
nseo
fachiev
ement
Work
ingwith
youn
gpeo
ple
Jobs
ecurity
Oppo
rtunities
forp
erson
alde
velop
ment
Opp
ortunitie
sforPr
omoti
on/ca
reerP
rospe
cts
Fairp
ayme
ntfor
thew
orkdone
Good
Policie
s
Sxi
Average Importance
Average Satisfaction
TABLE 8: SATISFACTION INDEX FOR THE EMPLOYEES OF IT &ERP DEPARTMENT
35
7/31/2019 employee satisfaction project
36/49
Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)Sum of Average Importance (i)
= SXi = 116.906 = 2.106i 55.5
Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a
score of 1 for Dissatisfied. Importance scale ranges from a score of 5 forcritically important to a score of 1 for not at all important.
FIGURE 8: SATISFACTION INDEX FOR THE EMPLOYEES OF IT &
ERP DEPARTMENT
S.No. Questions AverageSatisfaction
(S)
AverageImportance
(i)
Sxi
1 Working Environment 2.00 3.37 6.75
2 Convenient Work Location 1.25 4.5 5.623 Recognition for the work done 2.875 3.75 10.78
4 Friendly working environment 2.5 3.75 9.37
5 Opportunities for flexible working 2.00 3.75 7.50
6 Working in dynamic organization 2.12 3.75 7.96
7 Working in reputed organization 1.5 3.37 5.06
8 Interesting and Enjoyable Work 2.75 3.62 9.96
9 Work that gives a sense ofachievement
1.75 4.25 7.43
10 Working with young people 3.00 3.00 9.00
11 Job security 2.37 3.25 7.719
12 Opportunities for personaldevelopment
2.12 3.87 8.23
13 Opportunities for Promotion/careerProspects
1.87 3.87 7.26
14 Fair payment for the work done 2.12 3.50 7.43
15 Good Policies 1.75 3.87 6.78
Sum 55.5 116.90
36
7/31/2019 employee satisfaction project
37/49
0
2
4
6
8
10
12
14
16
18
20
Worki
ngEnviro
nment
Conv
enien
tWork
Locatio
n
Reco
gnitio
nforthe
work
done
Frien
dlywork
ingenvir
onme
nt
Oppo
rtunities
forfl
exibl
ework
ing
Worki
ngin
dyna
mico
rganiz
ation
Worki
ngin
reputed
orga
nizati
on
Intere
sting
andE
njoyable
Work
Worktha
tgive
sasens
eofa
chiev
ement
Worki
ngwith
youn
gpeo
ple
Jobs
ecurity
Oppo
rtunities
forp
erson
alde
velop
ment
Oppo
rtunities
forP
romoti
on/ca
reerP
rospe
cts
Fairp
ayme
ntfor
thew
orkdone
Good
Policie
s
Sxi
Average Importance
Average Satisfaction
TABLE 9: SATISFACTION INDEX FOR THE EMPLOYEES OF
INCOME GROUP A ( less than equal to 75,000 p.a)
37
7/31/2019 employee satisfaction project
38/49
Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)Sum of Average Importance (i)
= SXi = 114.679 = 2.479i 46.251
Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to a
score of 1 for Dissatisfied. Importance scale ranges from a score of 5 forcritically important to a score of 1 for not at all important.
FIGURE 9: SATISFACTION INDEX FOR THE EMPLOYEES OF
INCOME GROUP A (less than equal to 75,000 p.a)
S.No. Questions AverageSatisfaction
(S)
AverageImportance
(i)
Sxi
1 Working Environment 2.07 3.46 7.172 Convenient Work Location 1.64 4.46 7.33
3 Recognition for the work done 3.17 3.17 11.81
4 Friendly working environment 1.82 2.10 3.92
5 Opportunities for flexible working 2.07 3.00 6.21
6 Working in dynamic organization 2.75 1.78 4.91
7 Working in reputed organization 2.22 2.00 4.45
8 Interesting and Enjoyable Work 2.71 3.50 9.50
9 Work that gives a sense of achievement 1.85 2.15 3.99
10 Working with young people 1.71 3.21 5.51
11 Job security 3.03 3.35 10.19
12 Opportunities for personal development 1.63 1.78 2.9213 Opportunities for Promotion/careerProspects
3.53 4.28 15.16
14 Fair payment for the work done 2.64 4.00 10.57
15 Good Policies 2.77 3.96 11.01
Sum 46.25 114.67
38
7/31/2019 employee satisfaction project
39/49
0
2
4
6
8
10
12
14
16
Work
ingEnviro
nment
Conv
enien
tWork
Locatio
n
Reco
gnitio
nforthe
work
done
Frien
dlywork
ingenvir
onme
nt
Oppo
rtunities
forfl
exibl
ework
ing
Worki
ngin
dyna
mico
rganiz
ation
Work
ingin
reputed
orga
nizati
on
Intere
sting
andE
njoyable
Work
Worktha
tgive
sasens
eofa
chiev
ement
Work
ingwith
youn
gpeo
ple
Jobs
ecurity
Oppo
rtunities
forp
erson
alde
velop
ment
Oppo
rtunities
forP
romoti
on/ca
reerP
rospe
cts
Fairp
ayme
ntfor
thew
orkdone
Good
Policie
s
Average Satisfaction
Average Importance
Sxi
TABLE 10: SATISFACTION INDEX FOR THE EMPLOYEES OFINCOME GROUP B ( 75,000 5,00,000 p.a)
39
7/31/2019 employee satisfaction project
40/49
7/31/2019 employee satisfaction project
41/49
0
2
4
6
8
10
12
14
16
18
Worki
ngEnvir
onme
nt
Conv
enien
tWork
Locatio
n
Reco
gnitio
nforthe
work
done
Frien
dlywork
ingenvir
onme
nt
Oppo
rtunities
forfl
exibl
ework
ing
Worki
ngin
dyna
mico
rganiz
ation
Worki
ngin
reputed
orga
nizati
on
Intere
sting
andE
njoyable
Work
Worktha
tgive
sasens
eofa
chiev
ement
Worki
ngwith
youn
gpeo
ple
Jobs
ecurity
Opportu
nities
forp
erson
alde
velop
ment
Oppo
rtunities
forP
romoti
on/ca
reerP
rospe
cts
Fairp
ayme
ntfor
thew
orkdone
Good
Polici
es
Average Satisfac
Average Importa
Sxi
TABLE 11: SATISFACTION INDEX FOR THE EMPLOYEES OF
INCOME GROUP C ( more than 5,00,000 p.a)
41
7/31/2019 employee satisfaction project
42/49
Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)Sum of Average Importance (i)
= SXi = 151.823 = 2.723
i 55.744
Note: The satisfaction scale ranges from a score of 5 for Highly Satisfied to ascore of 1 for Dissatisfied. Importance scale ranges from a score of 5 for
critically important to a score of 1 for not at all important.
FIGURE 11: SATISFACTION INDEX FOR THE EMPLOYEES OFINCOME GROUP C (more than 5,00,000 p.a)
S.No. Questions AverageSatisfaction
(S)
AverageImportanc
e(i)
Sxi
1 Working Environment 2.00 3.41 6.822 Convenient Work Location 1.35 4.47 6.04
3 Recognition for the work done 2.94 3.94 11.59
4 Friendly working environment 2.88 3.82 11.02
5 Opportunities for flexible working 2.52 4.00 10.12
6 Working in dynamic organization 1.88 3.00 5.64
7 Working in reputed organization 1.47 3.94 5.79
8 Interesting and Enjoyable Work 2.11 3.00 6.35
9 Work that gives a sense of achievement 2.82 3.23 9.13
10 Working with young people 3.11 3.70 11.55
11 Job security 3.99 3.52 14.10
12 Opportunities for personal development 1.52 3.23 4.9413 Opportunities for Promotion/careerProspects
3.72 4.10 15.28
14 Fair payment for the work done 4.00 4.35 17.40
15 Good Policies 3.99 4.00 15.99
Sum 55.74 151.82
42
7/31/2019 employee satisfaction project
43/49
0
2
4
6
8
10
12
14
16
18
20
Worki
ngEnviro
nment
Conv
enien
tWork
Locatio
n
Reco
gnitio
nforthe
work
done
Frien
dlywork
ingenvir
onme
nt
Opp
ortunitie
sforfle
xible
worki
ng
Work
ingin
dyna
mico
rganiz
ation
W
orking
inreputed
orga
nizati
on
Intere
sting
andE
njoyable
Work
Worktha
tgive
sasens
eofa
chiev
ement
Worki
ngwith
youn
gpeo
ple
Jobs
ecurity
Opportu
nities
forp
erson
alde
velop
ment
Oppo
rtunities
forProm
otion
/caree
rPros
pects
Fairp
ayme
ntfor
thew
orkdone
Good
Policie
s
Average Sat
Average Im
Sxi
43
7/31/2019 employee satisfaction project
44/49
Salary wise analysis of Satisfaction Level
Tables and Figures 9 11 indicates that employees pertaining toCategory C (income group (more than 5, 00,000) are the most satisfied(Satisfaction Index = 2.72) followed by the employees of category B
(income group 75,000 5, 00,000; Satisfaction Index = 2.68) and theemployees of category A (income group less than 75,000; SatisfactionIndex = 2.47) are least satisfied.
44
7/31/2019 employee satisfaction project
45/49
CONCLUSION
45
7/31/2019 employee satisfaction project
46/49
Research shows that satisfied, motivated employees will createhigher customer satisfaction and in turn positively influence organizationalperformance. Convenient work location, working with young people,
opportunities for promotion and career prospects, fair salary, good
policies, job security and dynamic working environment are few attributeswhich are critically important from the view point of most of theemployees.
Employees have an overall satisfaction index of 2.43 which
indicates that the employees are relatively satisfied with the variousservices being catered by the company as against their important.
It seems that employees of Accounts Department. are nearly assatisfied as Power Division, Customer Care, Human Resources &Administration, Service Department, however IT & ERP Department are
most dissatisfied.
Employees falling in C category of the income group(Rs.5, 00,000 and more p.a.) are the most satisfied than the othercategories of income.
Therefore a comprehensive Employee Satisfaction process canbe a key to a more motivated and loyal workforce leading toincreased customer satisfaction and overall profitability for theorganization.
46
7/31/2019 employee satisfaction project
47/49
7/31/2019 employee satisfaction project
48/49
7/31/2019 employee satisfaction project
49/49
Recommended