2226. Employee Satisfaction in Bharti Airtel Limited[b(It]

8/12/2019 2226. Employee Satisfaction in Bharti Airtel Limited[b(It]

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PUNJAB TECHNICAL UNIVERSITY, JALANDHAR

A PROJECT REPORT

ON

SATISFACTION OF EMPLOYEESIN

INDIAN COMPANIES[W.R.T. BHARTI AIRTEL LIMITED]

SUBMITTED BY

AMITAROLL NO. 11208640032M BA [2011-2013]

PTU

L !"#$#% C #& "CIMT, BULANDSHAHR, UTAR PRADESH

CODE: 864

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ACKNOWLEDGEMENT

The success of any program depends on many individuals. It is a pleasure to

acknowledge the contribution of such individuals.

I am thankful to my faculty guides, CIMT, Bulandshahr, ttar !radesh.

I am also thankful to the respondents of the study who had been very

cooperative towards me as well as various other friends and colleagues with

deep regards.

AMITA

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TABLE OF CONTENT

. INTRODUCTION TO THE TOPIC

LITERATURE REVIEW M#T$%&' %( C%))#CTI*+ %B -*-) 'I' I*(%/M-TI%* ! /!%'# %( /#!%/T /#'#-/C$ M#T$%&%)%+

COMPANY PROFILE -* %0#/0I# %( -I/T#) C%M!-* $I'T%/ %/+-*I2-TI%*-) 'T/ CT /# 0I'I%* MI''I%* B%-/& %( &I/#CT%/' /#!%/T %* C%/!%/-T# +%0#/*-*C#

ANALYSIS AND INTERPRETATION

LIMITATIONS

RECOMMENDATIONS

CONCLUSION

FINDINGS

IMPLICATIONS FOR FUTURE RESEARCH

STRATEGIES

ANNEXURE 1

#M!)% ## '-TI'(-CTI%* 3 #'TI%**-I/#

-**#4 /# " #M!)% ## '-TI'(-CTI%* ' /0#

-**#4 /# 5 &-T- '% /C#'

BIB)I%+/-!$

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CHAPTER 1

INTRODUCTIONEmployee !"# $!%"#o& # ! me! '(e o$ )o* )!ppy *o(+e( !(e *#") ")e#( ,o-

!& *o(+#&/ e&0#(o&me&". eep#&/ mo(!le )#/) !mo&/ *o(+e( %!& -e o$

"(eme& o' -e&e$#" "o !&y %omp!&y2 ! )!ppy *o(+e( *#ll -e mo(e l#+ely "o

p(o '%e mo(e2 "!+e $e*e( !y o$$2 !& "!y loy!l "o ")e %omp!&y. T)e(e !(e

m!&y $!%"o( #& #mp(o0#&/ o( m!#&"!#&/ )#/) employee !"# $!%"#o&2 *)#%)*# e employe( *o'l o *ell "o #mpleme&".

To me! '(e employee !"# $!%"#o&2 m!&y %omp!e *#ll )!0e m!& !"o(y

'(0ey o( $!%e3"o3$!%e mee"#&/ *#") employee "o /!#& #&$o(m!"#o&. Bo") o$

")e e "!%"#% )!0e p(o !& %o& 2 !& )o'l -e %)o e& %!(e$'lly. S'(0ey

!(e o$"e& !&o&ymo' 2 !llo*#&/ *o(+e( mo(e $(ee om "o -e )o&e " *#")o'"

$e!( o$ (epe(%' #o&. I&"e(0#e* *#") %omp!&y m!&!/eme&" %!& $eel

#&"#m# !"#&/2 -'" #$ o&e %o((e%"ly %!& le" ")e *o(+e( +&o* ")!" ")e#( 0o#%e )!

-ee& )e!( !& ")e#( %o&%e(& ! (e e -y ")o e #& %)!(/e. S'(0ey !&

mee"#&/ %!& "('ly /e" "o ")e %e&"e( o$ ")e !"! '((o'& #&/ employee

!"# $!%"#o&2 !& %!& -e /(e!" "ool "o # e&"#$y pe%#$#% p(o-lem le! #&/ "o

lo*e(e mo(!le.

M!&y e4pe(" -el#e0e ")!" o&e o$ ")e -e " *!y "o m!#&"!#& employee

!"# $!%"#o& # "o m!+e *o(+e( $eel l#+e p!(" o$ ! $!m#ly o( "e!m. Hol #&/ o$$#%e

e0e&" 2 '%) ! p!("#e o( /(o'p o'"#&/ 2 %!& )elp -'#l %lo e -o& !mo&/

*o(+e( . M!&y %omp!e !l o p!("#%#p!"e #& "e!m3-'#l #&/ (e"(e!" ")!" !(e

e #/&e "o "(e&/")e& ")e *o(+#&/ (el!"#o& )#p o$ ")e employee #& ! &o&3

*o(+ (el!"e e""#&/. C!mp#&/ "(#p 2 p!#&"-!ll *!( !& /'# e -!%+p!%+#&/

"(#p !(e 0e( #o& o$ ")# "ype o$ "e!m3-'#l #&/ "(!"e/y2 *#") *)#%) m!&y

employe( )!0e $o'& '%%e .

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O$ %o'( e2 $e* *o(+e( *#ll &o" e4pe(#e&%e ! -oo " #& mo(!le !$"e( (e%e#0#&/

mo(e mo&ey. R!# e !& -o&' e %!& e(#o' ly !$$e%" employee !"# $!%"#o&2

!& )o'l -e /#0e& *)e& po #-le. Ye" mo&ey %!&&o" ol0e !ll mo(!le

# 'e 2 !& #$ ! %omp!&y *#") *# e p(e! p(o-lem $o( *o(+e( %!&&o"

#mp(o0e ")e#( o0e(!ll e&0#(o&me&"2 ! -o&' m!y -e 5'#%+ly $o(/o""e& ! ")e

!#ly "(e o$ !& '&ple! !&" ,o- %o&"#&'e "o mo'&".

I$ po #-le2 p(o0# e !me"#e "o yo'( *o(+e( "o #mp(o0e mo(!le. M!+e %e("!#&

")ey )!0e ! %om$o("!-le2 %le!& -(e!+ (oom *#") -! #% &e%e #"#e '%) !

('&&/ *!"e(. eep $!%#l#"#e '%) ! -!")(oom %le!& !& "o%+e *#")

'ppl#e . W)#le !& !#( o$ p(o$e #o&!l# m # &e%e !(y $o( mo " -' #&e e 2

!llo*#&/ *o(+e( "o +eep $!m#ly p)o"o o( m!ll "(#&+e" o& ")e#( e + %!&

m!+e ")em $eel mo(e %om$o("!-le !& &e "e !" ")e#( *o(+ "!"#o&. B! #%

%o& # e(!"#o& l#+e ")e e %!& #mp(o0e employee !"# $!%"#o&2 ! *o(+e( *#ll

$eel *ell %!(e $o( -y ")e#( employe( .

T)e -!%+-o&e o$ employee !"# $!%"#o& # (e pe%" $o( *o(+e( !& ")e ,o- ")ey

pe($o(m. I& e0e(y #&"e(!%"#o& *#") m!&!/eme&"2 employee )o'l -e "(e!"e

*#") %o'("e y !& #&"e(e ". A& e! y !0e&'e $o( employee "o # %'

p(o-lem *#") 'ppe( m!&!/eme&" )o'l -e m!#&"!#&e !& %!(e$'lly

mo"o(e . E0e& #$ m!&!/eme&" %!&&o" mee" !ll ")e em!& o$ employee 2

)o*#&/ *o(+e( ")!" ")ey !(e -e#&/ )e!( !& p'""#&/ )o&e " e #%!"#o& #&"o

%omp(om# #&/ *#ll o$"e& )elp "o #mp(o0e mo(!le.

T)e $ollo*#&/ !(e ")e 0!(#!-le *)#%) %o&"(#-'"e "o Employee !"# $!%"#o&6

1.O0e(!ll I& #0# '!l !"# $!%"#o&6 Employee -e )o'l !"# $#e *#") ")e

o(/! !"#o& ! ! /(e!" pl!%e "o *o(+.

7. Wo(+ E&0#(o&me&"6 Employee )!0e "o $eel !"# $#e *#") ")e e&0#(o&me&"

*#")#& *)#%) ")ey *o(+ $o( #" *o'l (e 'l" #& )#/) p(o '%"#0#"y.

8.Comm'%!"#o& Me")o 6W)e& ! m# "(!"#0e pol#%#e !& !ll #mpo("!&"!&&o'&%eme&" !(e %omm'%!"e "o ")e emplyee 2#" -oo " ")#e( mo(!le.

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T)e me")o %)o e& $o( %omm'%!"#o& !l o pl!y !& #&"e/(!l (ole. SOme o$

")e me")o ")!" %o'l -e ' e !(e #&"(!&e"2mo&")ly &e* le""e( 2*ee+ly

mee"#&/ e"%...

9. Compe& !"#o& !& -e&e$#" 6 T)# # ")e mo " #mpo("!&" 0!(#!-le $o(

employee !"# $!%"#o&.Employee )o'l -e p(o0# e *#") %ompe"#"#0e !l!(y

p!%+!/e !& ")ey )o'l -e !"# $#e *#") #" *)e& %omp!(#&/ ")e#( p!y

p!%+e" *#") ")o e o$ ")e o'" # e( *)o !(e *o(+#&/ #& ")e !me #& ' "(y.

T)e "' y o$ :Employee !"# $!%"#o&: )elp ")e %omp!&y "o m!#&"!#& !

"!& !( ; #&%(e! e p(o '%"#0#"y -y mo"#0!"#&/ ")e employee . ")# "' y "ell

' )o* m'%) ")e employee !(e %!p!-le ; ")e#( #&"e(e " !" *o+ pl!%e< *)!"

!(e ")e ")#&/ "#ll "o -e !"# $y "o ")e employee . !l")o'/) :)'m!& (e o'(%e:

!(e ")e mo " #mpo("!&" (e o'(%e $o( !&y o(/!=!"#o&2 o "o "' y o&

employee !"# $!%"#o& )elp "o +&o* ")e *o(+#&/ %o& #"#o& ; *)!" !(e ")e

")#&/ ")!" !$$e%" ")em &o" "o *o(+ p(ope(ly. !l*!y m!,o(#"y o$ o&e -y ")e

m!%)#&e >e5'#pme&" -'" *#")o'" !&y m!&'!l mome&" &o")#&/ %!& -e o&e.

o "o "' y o& employee !"# $!%"#o& # &e%e !(y.

Employee !"# $!%"#o& # ")e "e(m#&olo/y ' e "o e %(#-e *)e")e( employee

!(e )!ppy !& %o&"e&"e !& $'l$#ll#&/ ")e#( e #(e !& &ee !" *o(+. M!&y

me! '(e p'(po(" ")!" employee !"# $!%"#o& # ! $!%"o( #& employee

mo"#0!"#o&2 employee /o!l !%)#e0eme&"2 !& po #"#0e employee mo(!le #& ")e

*o(+pl!%e.

Employee !"# $!%"#o&2 *)#le /e&e(!lly ! po #"#0e #& yo'( o(/!=!"#o&2 %!&!l o -e ! o*&e( #$ me #o%(e employee "!y -e%!' e ")ey !(e !"# $#e *#")

yo'( *o(+ e&0#(o&me&".

F!%"o( %o&"(#-'"#&/ "o employee !"# $!%"#o& #&%l' e "(e!"#&/ employee *#")

(e pe%"2 p(o0# #&/ (e/'l!( employee (e%o/"#o& 2empo*e(#&/ employee 2

o$$e(#&/ !-o0e #& ' "(y3!0e(!/e -e&e$#" !& %ompe& !"#o&2 p(o0# #&/

employee pe(+ !& %omp!&y !%"#0#"#e 2 !& po #"#0e m!&!/eme&" *#")#& !

'%%e $(!me*o(+ o$ /o!l 2 me! '(eme&" 2 !& e4pe%"!"#o& .

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Employee !"# $!%"#o& # o$"e& me! '(e -y !&o&ymo' employee

!"# $!%"#o& '(0ey ! m# "e(e pe(#o #%!lly ")!" /!'/e employee

!"# $!%"#o& #& !(e! '%) ! 6

m!&!/eme&"2

'& e( "!& #&/ o$ m# #o& !& 0# #o&2

empo*e(me&"2

"e!m*o(+2

%omm'%!"#o&2 !&

%o*o(+e( #&"e(!%"#o&.

T)e $!%e" o$ employee !"# $!%"#o& me! '(e 0!(y $(om %omp!&y "o

%omp!&y.

A e%o& me")o ' e "o me! '(e employee !"# $!%"#o& # mee"#&/ *#")

m!ll /(o'p o$ employee !& ! +#&/ ")e !me 5'e "#o& 0e(-!lly.Depe& #&/ o& ")e %'l"'(e o$ ")e %omp!&y2 e#")e( me")o %!& %o&"(#-'"e

+&o*le /e !-o'" employee !"# $!%"#o& "o m!&!/e( !& employee .

E4#" #&"e(0#e* !(e !&o")e( *!y "o ! e employee !"# $!%"#o& #& ")!"

!"# $#e employee (!(ely le!0e %omp!e .

Employee S!"# $!%"#o& # ! p(e(e5'# #"e $o( ")e %' "ome( !"# $!%"#o&.

E&)!&%e employee !"# $!%"#o& le! "o )#/)e( le0el o$ employee (e"e&"#o&.

A "!-le !& %omm#""e *o(+$o(%e e& '(e '%%e $'l +&o*le /e "(!& $e(2

)!(#&/2 !& %(e!"#o& 333 ! +ey "o %o&"#&'o' #mp(o0eme&"2 #&&o0!"#o&2 !&

+&o*le /e3-! e "o"!l %' "ome( !"# $!%"#o&.

W)e& %omp!e !(e %omm#""e *#") p(o0# #&/ )#/) 5'!l#"y p(o '%"

!& e(0#%e ? *)e& %omp!e e" )#/) *o(+ "!& !( $o( ")e#( employee ?

!& *)e& employee !(e empo*e(e ")(o'/) "(!#&/ !& e0elopme&"2

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p(o0# e *#") +&o*le /e !& #&$o(m!"#o&2 pe(m#""e "o m!+e m# "!+e *#")o'"

p' )me&"2 !& "(' "e ? ")ey *#ll e4pe(#e&%e !& #&%(e! e #& ")e#( le0el o$

!"# $!%"#o& !" *o(+.

T)# le0el o$ !"# $!%"#o& %!& -e e&)!&%e $'(")e( #$ "e!m*o(+ !& 0# #o&!(y

le! e( )#p !(e #&"(o '%e .

Co&"#&'o' #mp(o0eme&" %ome $(om ")e e$$o(" o$ ")e empo*e(e

employee mo"#0!"e -y 0# #o&!(y le! e( )#p. T)# # 'ppo("e -y ")e

$#& #&/ ")!" empo*e(me&" !& 0# #o&!(y le! e( )#p -o") )!0e #/$#%!&"

%o((el!"#o& *#") employee !"# $!%"#o&. Te!m*o(+ # !l o 'ppo("e -y ")e

$#& #&/ . I& ! #"#o&2 ")e "' y $o'& #/$#%!&" %o((el!"#o& -e"*ee& employee

!"# $!%"#o& !& employee@ #&"e&"#o& "o le!0e.

T)e '%%e o$ ! %o(po(!"#o& epe& 0e(y m'%) o& %' "ome(

!"# $!%"#o&. A )#/) le0el o$ %' "ome( e(0#%e le! "o %' "ome( (e"e&"#o&2 ")'

o$$e(#&/ /(o*") !& p(o$#" oppo("'"#e "o ")e o(/!=!"#o&. T)e(e # ! "(o&/

(el!"#o& )#p -e"*ee& %' "ome( !"# $!%"#o& !& employee !"# $!%"#o&.

S!"# $#e employee !(e mo(e l#+ely "o "!y *#") %omp!&y !& -e%ome

%omm#""e !& )!0e mo(e l#+ely "o -e mo"#0!"e "o p(o0# e )#/) le0el o$

%' "ome( e(0#%e2 -y o#&/ o *#ll !l o $'(")e( e&)!&%e ")e employee@

!"# $!%"#o& ")(o'/) $eel#&/ o$ !%)#e0eme&". E&)!&%e employee !"# $!%"#o&

le! "o #mp(o0e employee (e"e&"#o&? !& employee "!-#l#"y e& '(e ")e

'%%e $'l #mpleme&"!"#o& o$ %o&"#&'o' #mp(o0eme&" !& %' "ome(

!"# $!%"#o&. C' "ome( !"# $!%"#o& *#ll &o o'-" le! "o %o(po(!"e '%%e

!& /(e!"e( ,o- e%'(#"y. T)e e *#ll $'(")e( e&)!&%e employee !"# $!%"#o&.

T)e(e$o(e2 employee !"# $!%"#o& # ! p(e(e5'# #"e $o( %' "ome( !"# $!%"#o&.

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I& ")e !("#%le p'-l# )e -y W#l o& Wo(l W# e@2 M#%)!el Le#m-!%) !y 2 I& !

-' #&e e&0#(o&me&" ")!" (e5'#(e employee *)o !(e $le4#-le2 %(e!"#0e !&

*#ll#&/ "o "!+e (# + 2 #" # &e%e !(y "o $#& *!y "o )elp employee $eel $'l$#lle

!& empo*e(e !" ")e#( *o(+ . He $'(")e( ! ")!" ")e m!&!/e( !& le! e(

)!0e ")e m!,o( #mp!%" o& ")e $'l$#llme&" !"# $!%"#o& o$ employee !& 2

%o& e5'e&"ly2 o& )o* *ell ")ey pe($o(m.

Cle!(ly2 *)#le o(/!=!"#o&!l le! e( !(e (e")#&+#&/ )o* "o m!&!/e ")e

%o(po(!"#o&2 ")ey m' " !l o (e")#&+ )o* ")ey le! ")e people *)o (#0e #". We

$o'& ")!" le! e( )#p +#ll #(e%"ly (el!"e "o employee !"# $!%"#o& #&%l' e6

)!0#&/ ! %le!( #(e%"#o& $o( ")e /(o'p? )!0#&/ (e!l# "#% !& %le!( o-,e%"#0e ?

!& -e#&/ !-le "o /#0e !pp(op(#!"e $ee -!%+2 (e%o/"#o&2 !& 'ppo(".

Pe()!p mo " #mpo("!&"ly2 ")e (e 'l" emp)! #=e empo*e(#&/ !& e0elop#&/

employee o ")ey %!& o ")e *o(+ ")em el0e !& el#m#&!"e -!((#e( "o

/e""#&/ ")e *o(+ o&e. M!&!/e( *)o )!0e ")e le! e( )#p +#ll "o !%%ompl# )

")e e %o& #"#o& *#ll %(e!"e ! )#/) le0el o$ $'l$#llme&" #& ")e#( employee *#") !

#(e%" #mp!%" "o ")e -o""om l#&e 1.

1 T)# )! -ee& !# -y M#%)!el Le#m-!%)2 *)#le %o&%l' #&/ )# !("#%le

Re e$#&/ Employee S!"# $!%"#o&2 )e # ")e p(e # e&"2 (e e!(%) ; e #/& !"

W#l o& Le!(&/ Wo(l *# e

Emplo ee !ati"#a$tio% i% E&te%"io%' A Te&a" !tu( )*+

A,"tra$t

T)# !("#%le e %(#-e ! "' y e "!-l# )#&/ e0e& #me& #o& ")!" %o&"(#-'"e "o

o(/!=!"#o&!l e$$e%"#0e&e !& employee !"# $!%"#o& ! ! me!& o$

"(e&/")e&/ "(!"e/#% pl!&&/ e$$o(" . A '(0ey2 ! m# "e(e "o 12 7

E4"e& #o& employee 2 (e%e#0e ! (e po& e. F#& #&/ '//e " ")!"

-!l!&%e -e"*ee& p(o$e #o&!l !& pe( o&!l l#$e2 ! %le!( 0# #o& o$ ")e $'"'(e2!""e&"#o& "o "(!#&/ !& e0elopme&"2 !& employee #&0ol0eme&" !(e o'(%e

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o$ oppo("'"y "o #&%(e! e employee !"# $!%"#o& !& '%%e #& "(!"e/#%

pl!&&/ !& #mpleme&"!"#o&. A e #&/ employee !""#"' e (e 'l"e #& ")e

#"#!"#o& o$ !& o(/!=!"#o&!l (e&e*!l e$$o(" ")!" *! "(o&/ly l#&+e "o ")e

lo&/ (!&/e pl!&&/ p(o%e .

-a$./rou%( o# t0e "tu(

To !%%ompl# ) #" 0#"!l m# #o&2 ")e Coope(!"#0e E4"e& #o& Sy "em #

%o& "!&"ly %)!&/#&/ "o mee" ")e )#$"#&/ &ee !& p(#o(#"#e o$ ")e people ")!"

em!& #" e(0#%e . Spe%#$#% p(o/(!m p(#o(#"#e 2 o(/!=!"#o&!l "('%"'(e !&

e4"e(&!l (el!"#o& )#p !(e %!p"'(e #& ")e e0e& -! e p(o/(!m "(!"e/#% pl!&

JU.S. Dep!("me&" o$ A/(#%'l"'(e2 1KK9 .

G(! (oo" #&0ol0eme&" !& # e&"#$y#&/ e4p(e e &ee !(e %e&"(!l "o

&!"#o&!l2 "!"e2 !& lo%!l "(!"e/#% pl!&&/ e$$o(" . Al")o'/) ")e # 'e

# e&"#$#%!"#o& p(o%e # %' "ome( (#0e&2 #" oe l#""le "o '&%o0e( ")e #&"e(&!l

$!%"o( ")!" m!y !%%ele(!"e o'( !-#l#"y "o -e (e po& #0e !& 0# #o&!(y. ' " !

#" # #& o'( -e " #&"e(e " "o -e e '%!"#o&!lly (ele0!&" "o E4"e& #o& %l#e&"ele2 #"

# !l o &e%e !(y "o -e mo(e o(/!=!"#o&!lly (ele0!&" "o E4"e& #o&

employee .

* T)# (e e!(%) *! %o& '%"e -y B!(-!(! V. Bol"e 2 A o%#!"e P(o$e o( ;

E4"e& #o& P(o/(!m De0elopme&" Spe%#!l# "2 L!*(e&%e A. L#pp+e2 P(o$e o(;

S"!"e P(o/(!m Le! e( 3 Comp'"e( Te%)&olo/y ; El#=!-e") G(e/o(y2 A # "!&"

P(o$e o( ; E4"e& #o& Comm'%!"#o& Spe%#!l# "2 Te&a" A M U%iver"it 2

Colle/e !tatio%2 Te&a"3

4o, !ati"#a$tio% "urve at T0e Pro#e""io%al Courier"2 Coim,atore

I& !& !&o")e r "' y %o& '%"e !" T)e P(o$e #o&!l Co'(#e( 8 2 #" )! -ee&

o- e(0e ")!" ")e m!,o(#"y o$ ")e (e po& e&" -el#e0e ")!" ")e )#/) !"# $!%"#o&

le0el !(e e(#0e -y ")e ol !/e /(o'p . T)e (epo(" )! -ee& !&!ly=e

")(o'/) C)#3 S5'!(e !& Co3(el!"#o&. T)e "e " (e0e!le ")!" ")e(e # &o

#/$#%!&" (el!"#o& )#p -e"*ee& ")e !/e !& !"# $!%"#o& le0el.

A $!( ! /e& e( /oe 2 ")e "' y (e0e!l ")!" ")e(e !(e mo(e m!le !(e po& e&" !& ")e !"# $!%"#o& le0el o$ ")e m!le !(e )#/)e( ")!& $em!le .

11


12/73

Fo( e '%!"#o&!l 5'!l#$#%!"#o&2 ")e %)#3 5'!(e "e " (e0e!l ")!" ")e(e # &o

#/$#%!&" (el!"#o& )#p -e"*ee& e '%!"#o&!l 5'!l#$#%!"#o& !& le0el o$

!"# $!%"#o&

Fo( ")e p!(!me"e(2 M!(#"!l S"!"' @2 ")e "' y (e0e!l ")!" ")e(e # #/$#%!&"

(el!"#o& )#p -e"*ee& m!(#"!l "!"' !& !"# $!%"#o& le0el .

Re"ear$0 Arti$le"'

5ail".a"2 !3 6O$to,er *77892 A Tou/0 E$o%om 0a"%:t Dampe%e(

Nort0er% Cali#or%ia emplo ee": "pirit to "ati"# $u"tomer a%( ,etter

t0em"elve"2 www3pro,uil(er3$om ' pp3 ;;


13/73

Art0ur 4-3 61 =93 E##e$t" o# Huma% Re"our$e ! "tem" o%

Ma%u#a$turi%/ Per#orma%$e a%( Tur%over3 A$a(em o# Ma%a/eme%t

4our%al2 pp3 ;?2B?7


14/73

Met0o(" o# $olle$tio% o, a%al "i" i%#ormatio%

H!0#&/ employee $#ll o'" 5'e "#o&&!#(e "o e %(#-e ")e#( ,o-3(el!"e '"#e #&

(e po& #-#l#"#e # !&o")e( /oo *!y "o o-"!#& ,o- !&!ly # #&$o(m!"#o&.

We )!0e "o e%# e )o* "('%"'(e ")e 5'e "#o&&!#(e )o'l -e !& *)!"

5'e "#o& "o #&%l' e. Some 5'e "#o&&!#(e !(e 0e(y "('%"'(e %)e%+l# " .

E!%) employee /e" !& #&0e&"o(y o$ pe()!p )'& (e o$ pe%#$#% '"#e o(

"! + J '%) ! %)!(/e !& pl#%e *#(e@ . He o( )e # ! +e "o #& #%!"e

*)e")e( o( &o" )e o( )e pe($o(m e!%) "! + !& 2 #$ o2 )o* m'%) "#me #&o(m!lly pe&" o& e!%). A" ")e o")e( e4"(eme2 ")e 5'e "#o&&!#(e %!& -e ope&

e& e !& #mply ! + ")e employee "o e %(#-e ")e m!,o( '"#e o$ yo'( ,o-@.

I& p(!%"#%e ")e -e " 5'e "#o&&!#(e o$"e& $!ll -e"*ee& ")e e "*o e4"(eme . A

#ll' "(!"e 2 ! "yp#%!l !&!ly # 5'e "#o&&!#(e m#/)" )!0e e0e(!l ope& e& e

5'e "#o& J '%) ! "!"e yo'( ,o- @ o0e(!ll p'(po e ! *ell ! "('%"'(e

5'e "#o& %o&%e(&/ $o( #& "!&%e2 p(e0#o' e '%!"#o& (e5'#(e .

W)e")e( "('%"'(e o( '&3 "('%"'(e 2 5'e "#o&&!#(e )!0e -o") p(o !& %o& .

A 5'e "#o&&!#(e # ! 5'#%+ !& e$$#%#e&" *!y "o o-"!#& #&$o(m!"#o& $(om ! l!(/e

&'m-e( o$ employee ? #"@ le %o "ly ")!& #&"e(0#e*#&/ )'& (e o$ *o(+e( 2

$o( #& "!&%e. Ho*e0e(2 e0elop#&/ ")e 5'e "#o&&!#(e !& "e "#&/ #" pe()!p -y

m!+#&/ '(e ")e *o(+e( '& e( "!& ")e 5'e "#o& %!& -e e4pe& #0e !& "#me

%o& 'm#&/.

O,"ervatio%

D#(e%" o- e(0!"#o& # e pe%#!lly ' e$'l *)e& ,o- %o& # " m!#&ly o$ o- e(0!-le

p)y #%!l !%"#0#"#e ! em-ly3l#&e *o(+e( !& !%%o'&"#&/ %le(+ !(e e4!mple .

O& ")e o")e( )!& 2 o- e(0!"#o& # ' '!lly &o" !pp(op(#!"e *)e& ")e ,o- e&"!#l

! lo" o$ me&"!l !%"#0#"y l!*ye(2 e #/& e&/#&ee(. No( # #" ' e$'l #$ ")e

employee o&ly o%%! #o&!lly e&/!/e #& #mpo("!&" !%"#0#"#e 2 '%) ! ! &'( e

*)o )!& le eme(/e&%#e . A& (e!%"#0#"y ")e *o(+e( %)!&/#&/ *)!" )e o(

)e &o(m!lly oe -e%!' e yo' !(e *!"%)#&/ %!& !l o -e ! p(o-lem.

16


15/73

M!&!/e( o$"e& ' e #(e%" o- e(0!"#o& !& #&"e(0#e*#&/ "o/e")e(. O&e

!pp(o!%) # "o o- e(0e ")e *o(+e( o& ")e ,o- '(#&/ ! %omple"e *o(+ %y%le.

T)e %y%le # ")e "#me #" "!+e "o %omple"e ")e ,o-? #" %o'l -e ! m#&'"e $o( !&

! em-ly l#&e *o(+e( o( !& )o'(2 ! !y2 o( lo&/e( $o( %omple4 ,o- . He(e yo'

"!+e &o"e o$ !ll ")e ,o- !%"#0#"#e . T)e&2 !$"e( !%%'m'l!"#&/ ! m'%)

#&$o(m!"#o& ! po #-le2 yo' #&"e(0#e* ")e *o(+e(. A + ")e pe( o& "o %l!(#$y

po#&" '& e( "oo !& "o e4pl!#& *)!" o")e( !%"#0#"#e )e o( )e pe($o(m ")!"

yo' # &@" o- e(0e. Yo' %!& !l o o- e(0e !& #&"e(0#e* #m'l"!&eo' ly2

! +#&/ 5'e "#o& ")e *o(+e( pe($o(m )# o( )e( ,o-.

Parti$ipa%t Diar Lo/"

A&o")e( !pp(o!%) # "o ! + *o(+e( "o +eep ! !#(y>lo/ o$ *)!" ")ey o '(#&/

")e !y. Fo( e0e(y !%"#0#"y )e o( )e e&/!/e #&2 ")e employee (e%o( ")e

!%"#0#"y J!lo&/ *#") ")e "#me #& ! lo/. T)# %!& p(o '%e ! 0e(y %omple"e

p#%"'(e o$ ")e ,o-2 e pe%#!lly *)e& 'ppleme&"e *#") '- e5'e&" #&"e(0#e*

*#") ")e *o(+e( !& ")e 'pe(0# o(. T)e employee 2 o$ %o'( e m#/)" "(y "o

e4!//e(!"e ome !%"#0#"#e !& '& e(pl!y o")e( . Ho*e0e(2 ")e e"!#le 2

%)(o&olo/#%!l &!"'(e o$ ")e lo/ "e& "o me #!"e !/!#& " ")# .

Some $#(m "!+e ! )#/) "e%) !pp(o!%) "o !#(y>lo/ . T)ey /#0e employee

po%+e" #%"!"#&/ m!%)#&e !& p!/e( . T)e& !" (!& om "#me '(#&/ ")e !y2

")ey p!/e ")e *o(+e( 2 *)o #%"!"e *)!" ")ey !(e o#&/ !" ")!" "#me. H#

!pp(o!%) %!& !0o# o&e p#"$!ll o$ ")e "(! #"#o&!l !#(y>lo/ me")o 6 (ely#&/ o&

*o(+e( "o (emem-e( *)!" ")ey # )o'( e!(l#e( *)e& ")ey %omple"e ")e#(

lo/ !" ")e e& o$ ")e !y.

Jua%titative 4o, A%al "i" Te$0%i ue"

'!l#"!"#0e !pp(o!%)e l#+e #&"e(0#e* !& 5'e "#o&&!#(e !(e &o" !l*!y

'#"!-le. Fo( e4!mple2 #$ yo'( !#m # "o %omp!(e ,o- $o( p!y p'(po e 2 yo'

m!y *!&" "o -e !-le "o ! #/& 5'!&"#"!"#0e 0!l'e "o e!%) ,o-. T)e po #"#o&

17


16/73

!&!ly # 5'e "#o&&!#(e2 ")e Dep!("me&" o$ L!-o( !pp(o!%)2 !& $'&%"#o&!l ,o-

!&!ly # !(e ")(ee pop'l!( '!&"#"!"#0e me")o .

Attitu(e "urve "

T)e "yp#%!l !""#"' e '(0ey p(e e&" ")e employee *#") ! e" o$ "!"eme&" o(

5'e "#o& *#") ! (!"#&/ %!le #& #%!"#&/ ")e e/(ee o$ !/(eeme&".

T)e o(/!=!"#o& %!& #&%l' e #& ")e#( '(0ey !-o'" ! %omp!(e *#") ")o e o$

o")e( o(/!=!"#o& 2 Be " ' e o$ #& #0# '!l !-#l#"#e #& ")e#( ,o-2 !& +&o*le /e

o$ employee !-o'" )# ,o-.. I e!lly2 ")e #"em )o'l -e "!#lo(e "o o-"!#& ")e

pe%#$#% #&$o(m!"#o& ")!" m!&!/eme&" e #(e . A& #& #0# '!l !""#"' e %o(e #

!%)#e0e -y 'mm#&/ 'p (e po& e "o )# o( )e( 5'e "#o&&!#(e e #(e .

T)e e %o(e %!& ")e& -e !0e(!/e $o( *o(+ /(o'p 2 "e!m 2 ep!("me&" 2

#0# #o& 2 o( ")e o(/!=!"#o& ! ! *)ole.

Re 'l" $(om !""#"' e '(0ey %!& $(e5'e&"ly '(p(# e m!&!/eme&". Be%!' e

employee *e(e !%"#0ely #&0ol0e #& #0# #o& e%# #o& !& p(o$#"!-#l#"y *!

")e )#/)e " *#")#& ")e e&"#(e %omp!&y. M!&!/eme&" ! 'me mo(!le *!

)#/) !& "o %o&$#(m ")e#( -el#e$ 2 ")ey %o& '%"e ! )o(" !""#"' e '(0ey.

Employee *e(e ! +e #$ ")ey !/(ee o( # !/(ee *#") ")e $ollo*#&/

"!"eme&" 6

1.A" *o(+2 yo'( op#o& %o'&".

7. T)o e o$ yo' *)o *!&" "o -e ! le! e( #& ")# %omp!&y )!0e ")e oppo("'"y

"o -e%ome o&e.

18


17/73

8. I& ")e p! " #4 mo&") 2 omeo&e )! "!l+e "o yo' !-o'" yo'( pe( o&!l

e0elopme&".

PURPO!E O@ REPORT

1.I&%(e! #&/ ")e e$$e%"#0e&e o$ %)!&&el p!("&e( #& mo-#le "elep)o&y

m!(+e" .

7. T)e(e !(e &'m-e( o$ ep!("me&" #& B)!("# A#("el L#m#"e !& ")# p(o,e%"

ee+ "o me! '(e !"# $!%"#o& le0el !mo&/ ")e employee . Employee

!"# $!%"#o& le! "o %' "ome( !"# $!%"#o& 2 o 2 #" )! "o -e e0elope $#( " .

8. To ! op" &e* me")o o ")!" ")e(e %!& -e -e""e( *o(+#&/ %o& #"#o&

!mo&/ ")e employee .

9.To !"# $y mo(e !& mo(e %' "ome( -y loo+#&/ 'po& ")e#( /(#e0!&%e .

19


18/73

CHAPTER *

RE!EARCH METHODOLOG

O, e$tive"

T)e "' y # %o& '%"e *#") ")e $ollo*#&/ o-,e%"#0e 6

1. To # %o0e( ")e 0!(#o' e4pe%"!"#o& ")!" e"e(m#&e ")e !"# $!%"#o&le0el o$ employee.

7. To (!&+ ")e $!%"o( !%%o( #&/ "o ")e #mpo("!&%e.

8. To me! '(e ")e le0el o$ !"# $!%"#o& o$ employee *#") (e pe%" "o ")e%omp!&y.

Emplo ee !ati"#a$tio% Mea"ureme%t

Employee !"# $!%"#o& )! -ee& e$#&e ! ! $'&%"#o& o$ pe(%e#0e

pe($o(m!&%e !& e4pe%"!"#o& . I" # ! pe( o& @ $eel#&/ o$ ple! '(e o(

# !ppo#&"me&" (e 'l"#&/ $(om %omp!(#&/ ! p(o '%" @ o'"%ome "o )# >)e(

e4pe%"!"#o& .

I$ ")e pe($o(m!&%e JComp!&y Se(0#%e $!ll )o(" o$ e4pe%"!"#o& 2

")e employee # # !"# $#e !& #$ #" m!"%)e ")e e4pe%"!"#o& 2 ")e employee

# !"# $#e . A )#/) !"# $!%"#o& #mpl#e mo(e p'(%)! e>' e o$ ")e p(o '%" o(

e(0#%e. T)e p(o%e # )o*e0e(2 mo(e %ompl#%!"e ")e& #" !ppe!( . I" # mo(e

#mpo("!&" $o( !&y o(/!=!"#o& "o o$$e( )#/) !"# $!%"#o&2 ! #" (e$le%" )#/)

loy!l"y !& #" *#ll &o" le! "o *#"%)#&/ o0e( o&%e ! -e""e( o$$e( %ome #&.

1:


19/73


20/73

!& &o" !" !ll #mpo("!&". T)e (e po& e $o( e!%) 5'e "#o& #& e#")e( %ompo&e&"

o$ !"# $#e "o # !"# $#e !& $(om %(#"#%!l "o &o" !" !ll #mpo("!&"2 (e pe%"#0ely.

Data Colle$tio% a%( A%al "i"

E4)!' "#0e l# " o$ !ll ")e employee # o-"!#&e . A !mple #=e o$ 1 #

%)o e& "o -e (ep(e e&"!"#0e o$ ")e pop'l!"#o& . S!mple #&"e(0!l # e"e(m#&e

-y #0# #&/ "o"!l &o. o$ employee -y ")e !mple #=e J 7 .87 .E0e(y "e&")

#& #0# '!l !ppe!(#&/ #& ")e e4)!' "#0e l# " # ")e& ele%"e . S!mple (!*& !(e

' e "o %olle%" !"! pe("!#&/ "o employee @ !"# $!%"#o& ! *ell !

#mpo("!&%e "o*!( ")e 1Q !""(#-'"e l# "e .

T)e (e 'l" !(e ")e& %!"e/o(#=e o& ")e -! # o$

1. To"!l Re po& e&" .

7. Dep!("me&" *# e.

8. S!l!(y W# e.

Fo( e!%) %!"e/o(y2 ")e (e po& e&" !(e ele%"e !& ")e& !0e(!/e o$

!"# $!%"#o& !& #mpo("!&%e !(e %omp'"e $o( e!%) 5'e "#o& (e pe%"#0ely.

T)e& ")e p(o '%" o$ %o((e po& #&/ !0e(!/e # %omp'"e "o /#0e ")e

!"# $!%"#o& #& e4.

T)e $o(m'l! %omp'"!"#o& o$ !"# $!%"#o& #& e4 # 6

S!"# $!%"#o& I& e4 S'm o$ A0e(!/e S!"# $!%"#o&JS 4 A0e(!/e #mpo("!&%e J#

S'm o$ A0e(!/e Impo("!&%e J#

! i

i

"


21/73


22/73

-' #&e ! B)!("# Re"!#l P0". L" . '& e( ! MoU *#") W!l3M!(" $o( ")e %! ) ;

%!((y -' #&e . I" )! '%%e $'lly l!'&%)e !& #&"e(&!"#o&!l 0e&"'(e *#") EL

Ro") %)#l G(o'p "o e4po(" $(e ) !/(# p(o '%" e4%l' #0ely "o m!(+e" #&

E'(ope !& USA !& )! l!'&%)e B)!("# AXA L#$e I& '(!&%e Comp!&y L"

'& e( ! ,o#&" 0e&"'(e *#") AXA2 *o(l le! e( #& $#&!&%#!l p(o"e%"#o& !& *e!l")

m!&!/eme&" .

A#("el %ome $(om B)!("# A#("el L#m#"e 2 I& #!@ l!(/e " #&"e/(!"e !& ")e $#( "

p(#0!"e "ele%om e(0#%e p(o0# e( *#") ! $oo"p(#&" #& !ll ")e 78 "ele%om %#(%le .

B)!("# A#("el #&%e #" #&%ep"#o& )! -ee& !" ")e $o(e$(o&" o$ "e%)&olo/y !& )!

"ee(e ")e %o'( e o$ ")e "ele%om e%"o( #& ")e %o'&"(y *#") #" *o(l %l!

p(o '%" !& e(0#%e . T)e -' #&e e !" B)!("# A#("el )!0e -ee& "('%"'(e

#&"o ")(ee #& #0# '!l "(!"e/#% -' #&e '" JSBU@ 3 Mo-#le Se(0#%e 2 A#("el

Teleme #! Se(0#%e ; E&"e(p(# e Se(0#%e . T)e mo-#le -' #&e p(o0# e

mo-#le ; $#4e *#(ele e(0#%e ' #&/ GSM "e%)&olo/y !%(o 78 "ele%om

%#(%le *)#le ")e A#("el Teleme #! Se(0#%e -' #&e o$$e( -(o! -!& ;

"elep)o&e e(0#%e #& KQ %#"#e . T)e E&"e(p(# e e(0#%e p(o0# e e& 3"o3e&

"ele%om ol'"#o& "o %o(po(!"e %' "ome( !& &!"#o&!l ; #&"e(&!"#o&!l lo&/

# "!&%e e(0#%e "o %!((#e( . All ")e e e(0#%e !(e p(o0# e '& e( ")e A#("el

-(!& .

B)!("# A#("el # o&e o$ I& #! le! #&/ p(#0!"e e%"o( p(o0# e( o$

"ele%omm'%!"#o& e(0#%e -! e o& !& !//(e/!"e o$ 2 K2K98

%' "ome( ! o& Ap(#l 8 2 7 2 %o& # "#&/ o$ 928 2989 GSM mo-#le !&

7281K2Q K B)!("# Teleme #! '- %(#-e( . T)e -' #&e e !" B)!("# A#("el )!0e

-ee& "('%"'(e #&"o ")(ee #& #0# '!l "(!"e/#% -' #&e '" JSBU@ 3 mo-#le

e(0#%e 2 "eleme #! e(0#%e JATS ; e&"e(p(# e e(0#%e . T)e mo-#le e(0#%e

/(o'p p(o0# e GSM mo-#le e(0#%e !%(o I& #! #& 78 "ele%om %#(%le 2 *)#le

")e ATS -' #&e /(o'p p(o0# e -(o! -!& ; "elep)o&e e(0#%e #& K9 %#"#e .

T)e e&"e(p(# e e(0#%e /(o'p )! "*o '-3'" 3 %!((#e( Jlo&/ # "!&%e

e(0#%e !& e(0#%e "o %o(po(!"e . All ")e e e(0#%e !(e p(o0# e '& e(

")e A#("el -(!& .

""


23/73

Comp!&y )!(e !(e l# "e o& T)e S"o%+ E4%)!&/e2 M'm-!# JBSE !& T)e

N!"#o&!l S"o%+ E4%)!&/e o$ I& #! L#m#"e JNSE . T)e %omp!&y )! !

"(!"e/#% !ll#!&%e *#") S#&/Tel . T)e #&0e "me&" m! e -y S#&/Tel # o&e o$ ")e

l!(/e " #&0e "me&" m! e #& ")e *o(l o'" # e S#&/!po(e2 #& ")e %omp!&y.

T)e %omp!&y@ mo-#le &e"*o(+ e5'#pme&" p!("&e( #&%l' e E(#% o& !&

No+#!. I& ")e %! e o$ ")e -(o! -!& !& "elep)o&e e(0#%e !& e&"e(p(# e

e(0#%e J%!((#e( 2 e5'#pme&" 'ppl#e( #&%l' e S#eme& 2 No("el2 Co(&/2

!mo&/ o")e( . T)e Comp!&y !l o )! !& #&$o(m!"#o& "e%)&olo/y !ll#!&%e *#")

IBM $o( #" /(o'p3*# e #&$o(m!"#o& "e%)&olo/y (e5'#(eme&" !& *#") No("el $o(

%!ll %e&"e( "e%)&olo/y (e5'#(eme&" . T)e %!ll %e&"e( ope(!"#o& $o( ")e mo-#le

e(0#%e )!0e -ee& o'" o'(%e "o IBM D!+ )2 H#& ',! TMT2 Tele"e%) ;

Mp)! #

B)!("# A#("el L#m#"e 2 "o/e")e( *#") #" '- # #!(#e 2 p(o0# e

"ele%omm'%!"#o& e(0#%e #& I& #!. T)e %omp!&y ope(!"e #& $#0e e/me&" 6

Mo-#le Se(0#%e 2 Teleme #! Se(0#%e 2 E&"e(p(# e Se(0#%e C!((#e( 2 E&"e(p(# e

Se(0#%e Co(po(!"e2 !& P! #0e I&$(! "('%"'(e Se(0#%e . T)e Mo-#le Se(0#%e

e/me&" o$$e( mo-#le e(0#%e ' #&/ /lo-!l y "em $o( mo-#le

%omm'%!"#o& JGSM "e%)&olo/y. I" o$$e( po "3p!# 2 p(e3p!# 2 (o!m#&/2 !&0!l'e ! e e(0#%e ")(o'/) #" 78 "ele%om %#(%le . T)e Teleme #! Se(0#%e

e/me&" o$$e( e(0#%e ")(o'/) *#(e3l#&e %o&&e%"#0#"y "o ")e '- %(#-e(2 !

*ell ! -(o! -!& I&"e(&e". T)e E&"e(p(# e Se(0#%e C!((#e( e/me&" o$$e(

ome "#% !& #&"e(&!"#o&!l lo&/ # "!...

Or/a%i"atio% !tru$ture

A !& o'"%ome o$ ! (e "('%"'(#&/ e4e(%# e %o& '%"e *#")#& ")e %omp!&y? !

&e* #&"e/(!"e o(/!=!"#o&!l "('%"'(e )! eme(/e ? *#") (e!l#/&e (ole 2

(e po& #-#l#"#e !& (epo("#&/ (el!"#o& )#p o$ B)!("#@ +ey "e!m pl!ye( . W#")

e$$e%" $(om M!(%) 12 7 2 ")# '$#e m!&!/eme&" "('%"'(e o$ O&e

A#("el *#ll e&!-le %o&"#&'e #mp(o0eme&" #& ")e el#0e(y o$ ")e G(o'p@

"(!"e/#% 0# #o&.

"5
http://www.singtel.com/http://www.singtel.com/


24/73

-0arti Airtel < Or/a%i atio% !tru$ture

"6
http://www.bhartiairtel.in/index.php?eID=tx_cms_showpic&file=uploads%2Fpics%2FAirtel-org-str-names-ver1.jpg&width=800m&height=600m&bodyTag=%3Cbody%20style%3D%22margin%3A0%3B%20background%3A%23fff%3B%22%3E&wrap=%3Ca%20href%3D%22javascript%3Aclose%28%29%3B%22%3E%20%7C%20%3C%2Fa%3E&md5=09c751037b286ef46ce12d1dcf6b46c3


25/73

FI!ION

"7


26/73

BY 7 17 AIRTEL WILL BE MOST ADMIRED BRAND IN INDIA 6

LOVED BY MORE CUSTOMERS

TARGETED BY TOP TALENT

BENCHMAR ED BY MORE BUSINESS

MI!!ION

TO BE GLOBALLY ADMIRED FOR TELECOM SERVICES THAT DELIGHTCUSTOMERS.

A#("el *#ll mee" /lo-!l "!& !( $o( "ele%om e(0#%e ")!" el#/)" %' "ome(")(o'/) 6

1. C' "ome( %!(e $o%'

7. Empo*e(e employee

8. Co " e$$#%#e&%y

9. U$#e me !/#&/ ol'"#o&

Q. I&&o0!"#0e p(o '%" !& e(0#%e

"8


27/73

HIGHLIGHT!

Me #! "!"eme&" $(om -)!("# !#("el l#m#"e .

A#("el l!'&%)e %lo' %omp'"#&/ e(0#%e o& -(o! -!& o$$e( &e" PClo* %o " o&l#&e %omp'"e( !" RS. KKK

B)!("# !#("el %(o e 1 m#ll#o& %' "ome( m!(+ .

D#/#"!l TV $(om A#("el "o p(em#e(e +)' ! +!y +#ye

D#/#"!l TV $(om A#("el l!'&%)e 7 &e* e&"(y o$$e( .

B)!("# A#("el ,o#& )!& *#") M!&%)e "e( U"e $o( ! $#0e ye!( e4%l' #0e !/(eeme&" .

MO-ILE !ERFICE!

B)!("# A#("el o$$e( GSM mo-#le e(0#%e #& !ll ")e 783"ele%om %#(%le o$ I& #!

!& # ")e l!(/e " mo-#le e(0#%e p(o0# e( #& ")e %o'&"(y2 -! e o& ")e &'m-e(

o$ %' "ome( .

AIRTEL TELEMEDIA !ERFICE!

T)e /(o'p o$$e( )#/) pee -(o! -!& #&"e(&e" *#") ! -e " #& %l! &e"*o(+.

W#") L!& l#&e e(0#%e #& K9 %#"#e *e )elp yo' "!y #& "o'%) *#") yo'( $(#e&

; $!m#ly !& ")e *o(l . Ge" *o(l %l! e&"e("!#&me&" *#") I& #!@ -e " #(e%"

"o )ome JDTH e(0#%e #/#"!l TV #& mo(e ")!& 1Q %#"#e

ENTERPRI!E !ERFICE! 6CARRIER 9

C!((#e( -' #&e '" p(o0# e lo&/ # "!&%e *)ole !le 0o#%e !& !"!

e(0#%e "o %!((#e( %' "ome( ! *ell ! "o o")e( -' #&e '" o$ A#("el. I" !l o

o$$e( 0#("'!l %!ll#&/ %!( e(0#%e #& ")e o0e( e! m!(+e" .

T)e -' #&e '" o*& ! "!"e o$ ")e !(" &!"#o&!l !& #&"e(&!"#o&!l lo&/

# "!&%e &e"*o(+ #&$(! "('%"'(e e&!-l#&/ #" "o p(o0# e %o&&e%"#0#"y e(0#%e

-o") *#")#& I& #! !& %o&&e%"#&/ I& #! "o ")e *o(l .

"9


28/73

T)e &!"#o&!l lo&/ # "!&%e #&$(! "('%"'(e %omp(# e o$ 828 K R+m o$ op"#%!l

$#-(e2 o0e( 12Q MPLS !& SDH POP !& o0e( 12 POI *#") ")e lo%!l

e4%)!&/e 2 p(o0# #&/ ! p!& I& #! (e!%).

T)e #&"e(&!"#o&!l #&$(! "('%"'(e #&%l' e o*&e( )#p o$ ")e #7# '-m!(#&e %!-le

y "em %o&&e%"#&/ C)e&&!# "o S#&/!po(e2 %o& o("#'m o*&e( )#p o$ ")e SMW9

'-m!(#&e %!-le y "em !& #&0e "me&" #& %!p!%#"#e !%(o ! &'m-e( o$

#0e( e '-m!(#&e %!-le y "em !%(o "(!& !"l!&"#% !& "(!& p!%#$#% (o'"e .

I& (e%e&" p! " #" )! !&&o'&%e #&0e "me&" #& &e* %!-le y "em '%) !

A #! Ame(#%! G!"e*!y JAAG 2 I& #! M# le E! " !& We "e(& E'(ope

JIMEWE 2 U"y No(")2 ; EIG JE'(ope I& #! G!"e*!y .

ENTERPRI!E !ERFICE! 6 CORPORATE 9

T)# -' #&e '" el#0e( e& "o e& "ele%om ol'"#o& "o I& #!@ l!(/e

%o(po(!"e . I" e(0e ! ")e #&/le po#&" o$ %o&"!%" $o( !ll "ele%omm'%!"#o&

&ee $o( %o(po(!"e %' "ome( #& I& #! -y p(o0# #&/ $'ll '#"e o$

%omm'%!"#o& e(0#%e !%(o !"!2 0o#%e !& m!&!/e e(0#%e .

I" pe%#!l#=e #& p(o0# #&/ %' "om#=e ol'"#o& "o ! (e ''e

(e5'#(eme&" o$ #$$e(e&" #& ' "(y 0e("#%!l ? BFSI2 IT2 ITeS2 M!&'$!%"'(#&/ !&

# "(#-'"#o&2 me #!2 e '%!"#o&2 "ele%om2 Go0e(&me&" !& PSU !& (e"!#l

!mo&/ o")e( .

B!%+e -y ")e !ll#!&%e *#") le! #&/ "e%)&olo/y %omp!e *o(l *# e !&

"!"e o$ ")e !(" #&$(! "('%"'(e2 #" o$$e( %omple"e (!&/e o$ "ele%om ol'"#o& .

T)e e ol'"#o& e&!-le %o(po(!"e "o &e"*o(+ ")e#( o$$#%e *#")#& I& #! !&

!%(o ")e /lo-e2 p(o0# e ")em #&$(! "('%"'(e "o ('& -' #&e %(#"#%!l

!ppl#%!"#o& !& p(o0# e ")em me!& "o %o&&e%" *#") ")e#( %' "ome( 2

0e& o( !& employee .

":


29/73

T)e e e(0#%e #&%l' e? I&"e(&e"2 MPLS 3VPN2 ome "#% !& #&"e(&!"#o&!l

p(#0!"e le! e %#(%'#" 2 S!"ell#"e e(0#%e JVSAT 2 A' #o ; V# eo %o&$e(e&%#&/2

D!"! %e&"(e e(0#%e 2 M!&!/e &e"*o(+ e(0#%e 2 %o(po(!"e 0!l'e ! e

e(0#%e 2 EPBX2 Ce&"(e42 Co&"!%" %e&"(e ol'"#o& .

";


30/73

!WOT ANAL !I! O@ AIRTEL

!TRENGTH!

B)!("# A#("el L#m#"e )! mo(e ")!& Q m#ll#o& %' "ome( . I" # ")e l!(/e "

%ell'l!( p(o0# e( #& #& #! !& !l o 'ppl#e -(o! -!& !& "elep)o&e e(0#%e

! *ell ! m!&y o")e( %omm'%!"#o& e(0#%e "o -o") ome "#% !&

%o(po(!"e %' "ome( .

T)e "!+e)ol e( #& B)!("# A#("el #&%l' e So&y E((#% o& 2 No+#! !& S#&/ Tel 2

*)om ")ey )ol ! "(!"e/#% !ll#!&%e . T)# me!& ")!" ")e -' #&e )!

!%%e +&o*le /e !& "e%)&olo/y $(om o")e( p!(" o$ ")e %omm'%!"#o&

*o(l . T)e %omp!&y )! %o0e(e ")e e&"#(e I& #!& &!"#o& *#") #" &e"*o(+ .T)# )! '& e(p#&&e #" l!(/e !& (# #&/ %' "ome( -! e .

WEAKNE!!E!

A& o$"e& %#"e o(#/#&!l *e!+&e # ")!" *)e& ")e -' #&e *! "!("e -y

S'l B)!("# M#""!l o0e( 1Q ye!( !/o 2 T)e -' #&e )! l#""le +&o*le /e !&

e4pe(#e&%e o$ )o* ! %ell'l!( "elep)o&e y "em !%"'!lly *o(+e . So ")e "!("'p -' #&e )! "o o'" o'(%e "o #& ' "(y e4pe(" #& ")e $#el .

U&"#l (e%e&"ly A#("el # &o" o*& #" &e* "o*e( *)#%) *! ! p!("#%'l!( "(e&/")

o$ ome o$ #" %ompe"#"o( '%) ! H'"%)# o& E !( . To*e( !(e #mpo("!&" #$

yo'( %omp!&y *# ) "o p(o0# e *# e %o0e(!/e &!"#o&!lly .

OPPORTUNITIE!T)e %omp!&y po e e ! %' "om#=e 0e( #o& o$ ")e /oo/le e!(%) e&/#&e

*)#%) *#ll p(o0# e -(o! -!& e(0#%e "o %' "ome( . T)e "#e 'p *#") /oo/le

%!& o&ly e&)!&%e A#("el -(!& !& !l o p(o0# e ! 0e("# #&/ oppo("'"#e #&

I& #!& $o( /oo/le .

T)e "ele%omm'%!"o& !& &e* "e%)&olo/y -(!& ee A#("el ! ! +ey

"(!"e/#% pl!ye( #& ")e I& #!& m!(+e" . T)e &e* #p)o&e *#ll -e l!'&%)e #&

#& #! 0#! !& I& #!& # "(#-'"o( )#p . A&o")e( "(!"e/#% p!("&e( )#p # )el *#")-l!%+-e((y *#(ele %omm'%!"#o& .

5


31/73

THREAT!

A#("el !& Vo !p)o&e eem "o -e )!0#&/ !& o& >o$$ (el!"#o& )#p . Vo !p)o&e*)#%) o*&e ! Q. "!+e #& A#("el -' #&e ol #" -!%+ "o A#("el !& #& "e!

#&0e "e #& #" (#0!l H'"%)# o& E !( . &o*le /e !& "e%)&olo/y p(e0#o' ly

!0!#l!-le "o A#("el mo0e #&"o ")e )!& o$ o&e o$ #" %' "ome( .

'#%+ly %)!&/#&/ p!%e o$ /lo-!l %omm'%!"#o& #& ' "(y %o'l "emp" A#("el "o

/o !lo&/ ")e !%5'# #"#o& "(#!l *)#%) m!y m!+e #" 0'l&e(!-le #$ ")e *o(l /oe

#&"o (e%e #o& .

51


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CHAPTER =

ANAL !I! AND INTERPRETATIONA%al "i" a%( I%terpretatio%

13 Li"ti%/ o# Importa%t Attri,ute"

9sin' t e in de7t inter#ie! tec ni;ue< num=ers o attri=utes !ere

determined ! ic a ect t e %e#e%s o satis action o em7%o8ees !it res7ect tot e com7an8.

*3 Ra%.i%/ a" per Importa%$e

Ran in' is done a ter ana%8>in' a%% t e attri=utes or t e 'i#en sam7%e

t at ! ic one as more im7ortance and ! ic one is %east im7ortant.

;3 Fariatio% i% !ati"#a$tio%

*t inc%udes t!o di erent !a8s:

$atis action %e#e% o t e tota% res7ondents.

"e7artment !ise ana%8sis o satis action %e#e%.

$a%ar8 !ise ana%8sis o satis action %e#e%.

T e satis action sca%e ran'es rom a score o 5 or ?Hi' %8 $atis ied@ to a score

o 1 or ?"issatis ied@. ?*m7ortance@ sca%e ran'es rom a score o 5 or critica%%8

im7ortant to a score o 1 or not at a%% im7ortant.

5"


33/73

TA-LE 1' !ATI!@ACTION INDE @OR THE EMPLO EE! IN

-HARTI AIRTEL LIMITED

$. o uestions A#era'e$atis action

$4

A#era'e*m7ortance

i4

$Bi

1 Wo(+#&/ E&0#(o&me&" 2.06 3.-- +.0(62 Co&0ee&" Wo(+ Lo%!"#o& 1.6( -.-( +.5263 Re%o/"#o& $o( ")e *o(+ o&e 2.C 3.+2 10.+C- F(#e& ly *o(+#&/ e&0#(o&me&" 2.+6 3.C 10.+65 Oppo("'"#e $o( $le4#-le *o(+#&/ 2.-- -.0- C.(5(6 Wo(+#&/ #& y&!m#% o(/!=!"#o& 2.5- 3.+( C.601+ Wo(+#&/ #& (ep'"e o(/!=!"#o& 2.2- -.06 C.0C-( I&"e(e "#&/ !& E&,oy!-le Wo(+ 2.00 3.12 6.2-C Wo(+ ")!" /#0e ! e& e o$ !%)#e0eme&" 2.-0 3.1- +.536

10 Wo(+#&/ *#") yo'&/ people 1.(6 -.2 +.(1211 o- e%'(#"y 3.00 3.+( 11.3-12 Oppo("'"#e $o( pe( o&!l e0elopme&" 2.C( 3.+- 11.1513 Oppo("'"#e $o( P(omo"#o&>%!(ee(

P(o pe%"2.(- 3.( 11.02

1- F!#( p!yme&" $o( ")e *o(+ o&e 1.+6 3.3- 5.(+(15 Goo Pol#%#e 3.16 3.2- 10.2-

Sum 55.+( 135.C31

$atis action *ndeB $um o A#era'e $atis action $4 B A#era'e im7ortance i4

$um o A#era'e *m7ortance i4

S ! 135.C31 2.-36

! 55.+(

T)e !"# $!%"#o& %!le (!&/e $(om ! %o(e o$ Q $o( H#/)ly S!"# $#e @ "o ! %o(e

o$ 1 $o( D# !"# $#e @. Impo("!&%e@ %!le (!&/e $(om ! %o(e o$ Q $o( %(#"#%!lly

#mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".

F#/'(e 1

55


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!ATI!@ACTION INDE @OR THE EMPLO EE! IN

-HARTI AIRTEL LIMITED

7

9

1

17

19

1

1

7

S4# A0e(!/e Impo("!&%e A0e(!/e S!"# $!%"#o&

56


35/73

Li"ti%/ o# Importa%t Attri,ute"

1. Wo(+#&/ E&0#(o&me&".

2. Co&0ee&" Wo(+ Lo%!"#o&.3. Re%o/"#o& $o( ")e Wo(+ Do&e.-. F(#e& ly Wo(+#&/ E&0#(o&me&".5. Oppo("'"#e $o( Fle4#-le Wo(+#&/.6. Wo(+#&/ #& ! Dy&!m#%@ O(/!=!"#o&.+. Wo(+#&/ #& ! Rep'"e O(/!=!"#o&.(. I&"e(e "#&/ ; E&,oy!-le Wo(+.C. Wo(+ ")!" /#0e ! e& e o$ A%)#e0eme&".10. Wo(+#&/ *#") Yo'&/ People.11. o- Se%'(#"y.12. Oppo("'"#e $o( Pe( o&!l De0elopme&".13. Oppo("'"#e $o( P(omo"#o&>C!(ee( P(o pe%" .1-. F!#( P!yme&" $o( ")e Wo(+ Do&e.15. Goo Pol#%#e .

Ra%.i%/ a" per Importa%$e

A$"e( !&!ly=#&/ !ll ")e !""(#-'"e $o( ")e /#0e& !mple2 #" *! $o'& ")!" Wo(+Lo%!"#o& # C(#"#%!lly #mpo("!&" "o !ll employee JI 9.9 $ollo*e -y *o(+#&/*#") yo'&/ people JI 9.7 *o(+#&/ #& (ep'"e o(/!=!"#o& JI 9. !&o")e( !""(#-'"e *)#%) !(e 0e(y #mpo("!&" !(e oppo("'"#e $o( $le4#-le *o(+#&/JI 9. 9 F(#e& ly *o(+#&/ e&0#(o&me&" JI 8.K $ollo*e -y oppo("'"#e $o( p(omo"#o& ; %!(ee( p(o pe%" JI 8. .

Wo(+#&/ #& Dy&!m#% o(/!=!"#o& !& o- Se%'(#"y *#") !me # !l o#mpo("!&" JI $ollo*e -y oppo("'"#e $o( pe( o&!l e0elopme&" JI 9!& (e%o/"#o& $o( ")e *o(+ o&e JI 8. 7 .

A""(#-'"e l#+e *o(+#&/ e&0#(o&me&" JI 8.99 !& $!#( !l!(y !(e !l o mo(e#mpo("!&" $ollo*e -y Goo pol#%#e JI 8.79 *)#%) !(e %(#"#%!lly #mpo("!&".Wo(+ ")!" /#0e ! e& e o$ !%)#e0eme&" JI 8.19 !& #&"e(e "#&/ ; e&,oy!-le*o(+ JI 8.17 !(e !l o e5'!lly #mpo("!&".

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Fariatio% i% !ati"#a$tio%

!ati"#a$tio% level o# total re"po%(e%t"

T)e S!"# $!%"#o& I& e4 $o( ")e "o"!l (e po& e&" # $o( ")e "o"!l (e po& e&" 37.98 JT!-le 1 !& F#/'(e 1 *)#%) #& #%!"e ")!" ")e employee !(e (el!"#0ely

!"# $#e *#") ")e 0!(#o' e(0#%e -e#&/ %!"e(e -y ")e %omp!&y ! !/!#& "")e#( #mpo("!&%e. I" %!& -e !""(#-'"e "o ")e $!%" ")!" ")e %omp!&y %!"e( "o ")e0!(#o' &ee o$ ")e employee !& #" "(#e "o p(o0# e ")e mo(e #mpo("!&"&ee e e(0#%e l#+e Oppo("'"#e $o( p(omo"#o& 2 F!#( S!l!(y !& GooComp!&y Pol#%#e ! !& *)e& &ee e .

Departme%t wi"e a%al "i" o# "ati"#a$tio% level

A&!ly # o$ T!-le 7 !& ! /l!&%e o$ F#/'(e 7 (e0e!l ")!" employee o$ A%%o'&" Dep". !(e mo " !"# $#e J S!"# $!%"#o& I& e4 7. 7Q $ollo*e -yemployee o$ Po*e( D#0# #o& J S!"# $!%"#o& I& e4 7. 77 !& ")e employeeo$ C' "ome( C!(e Dep". J S!"# $!%"#o& I& e4 7. .

T)e S!"# $!%"#o& le0el o$ HR ; A m. Dep". # !l o /oo JS!"# $!%"#o& I& e4 7. 9 $ollo*e -y S!le ; M!(+e"#&/ Dep". JS!"# $!%"#o& I& e4 7.8K !&Employee o$ Se(0#%e Dep". JS!"# $!%"#o& I& e4 7.88Q !& IT ; ERP Dep".JS!"# $!%"#o& I& e4 7.1 .

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TA-LE *' !ATI!@ACTION INDE @OR THE EMPLO EE! O@

HR ADMINI!TRATION DEPARTMENT

$. o. uestions A#era'e

$atis action

$4

A#era'e

*m7ortance

i4

$Bi

1 Wo(+#&/ E&0#(o&me&" 3.+6 -.00 15.0-2 Co&0ee&" Wo(+ Lo%!"#o& 3.00 2.+5 (.253 Re%o/"#o& $o( ")e *o(+ o&e 2.+5 3 (.25

- F(#e& ly *o(+#&/ e&0#(o&me&" 1.(0 2.6- -.+525 Oppo("'"#e $o( $le4#-le *o(+#&/ 2.00 1.(3 3.666 Wo(+#&/ #& y&!m#% o(/!=!"#o& 1.-5 3.25 -.+12+ Wo(+#&/ #& (ep'"e o(/!=!"#o& 2.15 1.C0 -.0(5( I&"e(e "#&/ !& E&,oy!-le Wo(+ 1.CC 3.+( +.522C Wo(+ ")!" /#0e ! e& e o$

!%)#e0eme&"

3.16 3.2- 10.23(

10 Wo(+#&/ *#") yo'&/ people 3.20 -.12 13.1(-11 o- e%'(#"y 2.(- 3.(0 10.+C212 Oppo("'"#e $o( pe( o&!l

e0elopme&"

2.5- 3.+( C.601

13 Oppo("'"#e $o( P(omo"#o&>%!(ee(

P(o pe%"

-.10 2.15 (.(15

1- F!#( p!yme&" $o( ")e *o(+ o&e 1.05 3.(- -.03215 Goo Pol#%#e -.36 2.6+ 11.6-1

Sum -6.+5 12-.5+-



! i 179.Q 9 7. 9

i 9 . Q

59


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39/73


40/73

TA-LE ;' !ATI!@ACTION INDE @OR THE EMPLO EE! O@

ACCOUNT! DEPARTMENT

$. o. uestions A#era'e

$atis action

$4

A#era'e

*m7ortance

i4

$Bi

1 Wo(+#&/ E&0#(o&me&" 7.9 8. .77 Co&0ee&" Wo(+ Lo%!"#o& 1.1K 7.Q 7.K Q8 Re%o/"#o& $o( ")e *o(+ o&e 8. K 1. 8. K9 F(#e& ly *o(+#&/ e&0#(o&me&" 7.K 9.7 17.1Q Oppo("'"#e $o( $le4#-le *o(+#&/ 8.88 9.1Q 18. 1K

Wo(+#&/ #& y&!m#% o(/!=!"#o& 1.Q 1.K 7.KQQWo(+#&/ #& (ep'"e o(/!=!"#o& 9.9Q 7. 17. 1I&"e(e "#&/ !& E&,oy!-le Wo(+ 8.78 9. 7 17.K 9

K Wo(+ ")!" /#0e ! e& e o$

!%)#e0eme&"

7.QK 1. 9.QQ

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e0elopme&"

8.Q 9.1K 19. Q

18 Oppo("'"#e $o( P(omo"#o&>%!(ee(

P(o pe%"

7.7Q 9. K 1 .QQ7

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%o(e o$ 1 $o( D# !"# $#e @. Impo("!&%e@ %!le (!&/e $(om ! %o(e o$ Q $o(

%(#"#%!lly #mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".

61


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@IGURE ;' !ATI!@ACTION INDE @OR THE EMPLO EE! O@

ACCOUNT! DEPARTMENT

G

7

9

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$. o. uestions A#era'e$atis action

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1 Wo(+#&/ E&0#(o&me&" 1. K 8.978 . Q

7 Co&0ee&" Wo(+ Lo%!"#o& 7. K 8.Q K.K

8 Re%o/"#o& $o( ")e *o(+ o&e 7.K78 8. 1Q 1 .Q

9 F(#e& ly *o(+#&/ e&0#(o&me&" 8. 8. 11.97

Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7.978 8.Q .

Wo(+#&/ #& y&!m#% o(/!=!"#o& 1.K 7 9.781 .8

Wo(+#&/ #& (ep'"e o(/!=!"#o& 7.8 7. Q . Q

I&"e(e "#&/ !& E&,oy!-le Wo(+ 7.89 9. K.Q

K Wo(+ ")!" /#0e ! e& e o$!%)#e0eme&"

8.11Q 8. K.Q

1 Wo(+#&/ *#") yo'&/ people 7.9 7 8.K 7 K. Q

11 o- e%'(#"y 1. 81 8.9 7 Q.KK

17 Oppo("'"#e $o( pe( o&!le0elopme&"

7. 8.978 . 9

18 Oppo("'"#e $o( P(omo"#o&>%!(ee(P(o pe%"

7. 1Q 8.K78 1 .7Q

19 F!#( p!yme&" $o( ")e *o(+ o&e 1.K78 8. Q .9

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68


47/73

@IGURE ' !ATI!@ACTION INDE @OR THE EMPLO EE! O@

MARKETING AND !ALE! DEPARTMENT

7

9

1

17

19

1

1

7

S4# A0e(!/e Impo("!&%e A0e(!/e S!"# $!%"#o&

TA-LE B 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@

!ERFICE DEPARTMENT

69


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$4

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7 Co&0ee&" Wo(+ Lo%!"#o& 1. 9.Q . 8

8 Re%o/"#o& $o( ")e *o(+ o&e 8.1 9. 17.K8

9 F(#e& ly *o(+#&/ e&0#(o&me&" 7. 8 9.1 11. 1

Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7.Q 9.88 1 . 8

Wo(+#&/ #& y&!m#% o(/!=!"#o& 7.Q 9. 1 .

Wo(+#&/ #& (ep'"e o(/!=!"#o& 7.1 9.1 K. 7

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7.Q 8. .

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11 o- e%'(#"y 7.91 9.7Q 1 .7

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1.91 9.1 Q.K

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@IGURE B' !ATI!@ACTION INDE @OR THE EMPLO EE! O@

!ERFICE DEPARTMENT

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TA-LE ? 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@

CU!TOMER CARE DEPARTMENT

$. o.

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$4

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Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7. Q 9.7Q 11. K

Wo(+#&/ #& y&!m#% o(/!=!"#o& 1.Q 8.Q Q.7Q

Wo(+#&/ #& (ep'"e o(/!=!"#o& 7.Q 8. Q K.8

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9. Q 9. 1K.

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11 o- e%'(#"y 8. 8. K.


1. Q 8.7 Q.K7


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@IGURE ?' !ATI!@ACTION INDE @OR THE EMPLO EE! O@

CU!TOMER CARE DEPARTMENT

Q

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TA-LE 8 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@ IT

ERP DEPARTMENT


$4

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9 F(#e& ly *o(+#&/ e&0#(o&me&" 7.Q 8. Q K.8

Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7. 8. Q .Q

Wo(+#&/ #& y&!m#% o(/!=!"#o& 7.17 8. Q .K

Wo(+#&/ #& (ep'"e o(/!=!"#o& 1.Q 8.8 Q.

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1. Q 9.7Q .98

1 Wo(+#&/ *#") yo'&/ people 8. 8. K.

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7.17 8. .78

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1. 8. .7

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@IGURE 8 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@

IT ERP DEPARTMENT

7

9

1

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#mpo("!&" "o ! %o(e o$ 1 $o( &o" !" !ll #mpo("!&".

79


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59/73

TA-LE 17 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@

INCOME GROUP - 6 ? 2777 2772777 p3a9

S.No. 'e "#o& A0e(!/eS!"# $!%"#o&

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A0e(!/eImpo("!&%e

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9 F(#e& ly *o(+#&/ e&0#(o&me&" 7. Q 8. 1 .7Q

Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7.89 9. 8 K.9

Wo(+#&/ #& y&!m#% o(/!=!"#o& 7.1 8.1 .

Wo(+#&/ #& (ep'"e o(/!=!"#o& 7.Q 8. .K8

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1. Q 7.9K . K

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11 o- e%'(#"y 8.9 9.17 19. 1

17 Oppo("'"#e $o( pe( o&!l e0elopme&" 7. 7 8.K 1 .


7.99 8.Q1 .

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62/73

TA-LE 11 6!ATI!@ACTION INDE @OR THE EMPLO EE! O@

INCOME GROUP C 6 more t0a% 2772777 p3a9

S.No. 'e "#o& A0e(!/eS!"# $!%"#o&

JS

A0e(!/eImpo("!&%e

J#

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7 Co&0ee&" Wo(+ Lo%!"#o& 1.8Q 9.9 . 98 Re%o/"#o& $o( ")e *o(+ o&e 7.K9 8.K9 11.QK

9 F(#e& ly *o(+#&/ e&0#(o&me&" 7. 8. 7 11. 7

Q Oppo("'"#e $o( $le4#-le *o(+#&/ 7.Q7 9. 1 .17

Wo(+#&/ #& y&!m#% o(/!=!"#o& 1. 8. Q. 9

Wo(+#&/ #& (ep'"e o(/!=!"#o& 1.9 8.K9 Q. K

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7. 7 8.78 K.18

1 Wo(+#&/ *#") yo'&/ people 8.11 8. 11.QQ

11 o- e%'(#"y 8.KK 8.Q7 19.1

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8. 7 9.1 1Q.7

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65/73

@INDING!1.O& ")e -! # o$ '(0ey m!4#m'm (e po& e&" ' e "ele%om e(0#%e .

T)# )o* ")!" !*!(e&e !mo&/ ")e people !& ")e #&%(e! e ' !/e o$

"ele%om e(0#%e .

7. Amo&/ ")e !ll ' e( o$ A#("el GSM3PCO # )#/)e " ")!" # 81 !

%omp!(e "o T!"! I& #%om !& Rel#!&%e .

8.81 o$ ")e (e po& e&" !y ")!" A#("el p(o0# e ! /oo e(0#%e !& 77

o$ ")e (e po& e&" !y ")ey A#("el %o0e(!/e # 0e(y -(o! 2 1K

(e po& e&" ' e A#("el GSM3PCO -e%!' e o$ #" -(!& #m!/e .

9.Employee !(e mo(e !"# $#e ! %o& #"#o& #mp(o0e #&%e ")e

%omp!&y *! $o(me .

RECOMMENDATION!

By 0#("'e o$ #" %o&&e%"#0#"y !& "(!"e/#e ' e AIRTEL # '%%e $'l #&/(!--#&/ ")e )#/)e " m!(+e" )!(e #& I& #! -'" ")e(e !(e "#ll ome

(e%omme& !"#o& $(om my "' y po#&" o$ 0#e* # ")!" AIRTEL &ee "o

m!+e #" &e"*o(+ e(0#%e mo(e "(o&/e( ")!& o")e( e(0#%e p(o0# e( "o

om#&!"e ")e m!(+e" #& $'"'(e "oo .

AIRTEL )o'l #&"(o '%e %)e!pe( (e%)!(/e %!(

")!& ")e o")e( -e%!' e #" %ompe"#"o( HUTCH )! #&"(o '%e #" .

AIRTEL )o'l p(o0# e %' "ome( !"# $!%"#o& !&

mo(e e(0#%e "o %' "ome( . T)ey )o'l -(#&/ mo(e !""(!%"#0e o$$e( "o

/(!- m!(+e" . I&&o0!"#0e # e! )o'l -e ' e -y (e%('#"#&/ "!le&"e

people . T)ey )o'l "(y "o ol0e %ompl!#&" o$ %' "ome( ! oo& !

po #-le .

87


66/73

AIRTEL )o'l #/& mo(e %ele-(#"#e $(om %(#%+e"

!& -olly*oo "o !""(!%" %' "ome( .

LIMITATION!

13@OCU! ON PARTICULAR TERRITOR

T)e m!#& $o%' o$ ")e "' y # l#m#"e "o p!("#%'l!( !(e! o&ly .

*3OPINION ORIENTED

Some o$ ")e (e po& e&" m!y /e" -#! e "o*!( ")e#( o(/!=!"#o& !&m!y p(o,e%" ! (o y p#%"'(e *)#%) m!y !$$e%" ")e (el#!-#l#"y !& (ele0!&%e o$ ")e

"' y .

;3PRO-LEM O@ GETTING IN@ORMATION @ROM !OME DEPARTMENT!

Some o$ ")e people *e(e &o" #&"e(e "e #& !& *e(#&/ 5'e "#o& *)#%) *e(e

! +e "o ")em *)#%) %(e!"e p(o-lem #& !&!ly=#&/ ")e !"! .

=3 DATA COLLECTED @ROM !ECONDAR !OURCE!

D!"! %olle%"e $(om e%o& !(y o'(%e m!y &o" -e e4!%"ly !ppl#%!-le #&

p(!%"#%!l #"'!"#o& .

88


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CHAPTER

CONCLU!IONRe e!(%) )o* ")!" !"# $#e 2 mo"#0!"e employee *#ll %(e!"e )#/)e(

%' "ome( !"# $!%"#o& !& #& "'(& po #"#0ely #&$l'e&%e o(/!=!"#o&!lpe($o(m!&%e. Co&0ee&" *o(+ lo%!"#o&2 *o(+#&/ *#") yo'&/ people2oppo("'"#e $o( p(omo"#o& !& %!(ee( p(o pe%" 2 $!#( !l!(y2 /oo pol#%#e 2

,o- e%'(#"y !& y&!m#% *o(+#&/ e&0#(o&me&" !(e $e* !""(#-'"e *)#%) !(e%(#"#%!lly #mpo("!&" $(om ")e 0#e* po#&" o$ mo " o$ ")e employee .

Employee )!0e !& o0e(!ll !"# $!%"#o& #& e4 o$ 7.98 *)#%) #& #%!"e")!" ")e employee !(e (el!"#0ely !"# $#e *#") ")e 0!(#o' e(0#%e -e#&/%!"e(e -y ")e %omp!&y ! !/!#& " ")e#( #mpo("!&".

I" eem ")!" employee o$ A%%o'&" Dep!("me&". !(e &e!(ly !!"# $#e ! Po*e( D#0# #o&2 C' "ome( C!(e2 H'm!& Re o'(%e ;

A m# "(!"#o&2 Se(0#%e Dep!("me&"2 )o*e0e( IT ; ERP Dep!("me&" !(e mo "# !"# $#e .

Employee $!ll#&/ #& C@ %!"e/o(y o$ ")e #&%ome /(o'p

JR .Q2 2 !& mo(e p.!. !(e ")e mo " !"# $#e ")!& ")e o")e( %!"e/o(#eo$ #&%ome.

IMPLICATION! @OR @UTURE RE!EARCH

13 NEW!PAPER ARTICLE!T)e(e )o'l -e !("#%le (el!"e *#") ")e "ele%om e%"o( #& ")e !#ly

&e* p!pe( -e%!' e !lmo " e0e(y e '%!"e pe( o& %ome !%(o #"e0e(y !y . I" %!& )elp #& #&%(e! #&/ !*!(e&e le0el o$ ")e "ele%ome%"o( !mo&/ ")e people .

*3 -ROADCA!T MEDIARADIO

T)e(e )o'l -e 0!(#o' p(o/(!m (e/!( #&/ ")e "ele%om e%"o( e#")e(#&

")e e0e&/ o( #& ")e mo(&/ -e%!' e #" %!& e(0e ! ! po*e($'l "ool #& p(o0# #&/ !*!(e&e . ")e !#ly !&!ly # o$ ")e "ele%om e%"o( m' "

-e -(o! %! "e '(#&/ ")e e p(o/(!m . ")e #&$o(m!"#o& m!y %o& "#"'"e o$

89


68/73

")e !#ly p(#%e o$ 0!(#o' "ele%om *)#%) !(e /e&e(!"#&/ m!4#m'm %)e!pe( e"%

TELEFI!ION

I" # mo " po*e($'l "ool "o p(e! ")e me !/e

; . Some !*!(e&e %!mp!#/& )o'l -e l!'&%)e "o m!+e ")e people !*!(e o$ ")e Tele%om Se%"o( #& "('me&"

!TRATEGIE!Some o$ ")e "(!"e/#e ")!" !(e -e#&/ $ollo*e -y me '(#&/ my p(o,e%" #

1. To mee" !"le! " 1 31Q employee ! !y .

7. To m!#&"!#& ! pe( o&!l (el!"#o& )#p *#") ")eemployee !& loo+ 'po& ")e#( p(o-lem .

8 Colle%"#&/ ")e !"! o$ ")e employee $(om 0!(#o'o'(%e .

We !(e (e5'#(e "o '& e("!+e ! #/&me&" !lo&/ *#") ")e !y "o !y$'&%"#o& o$ ")e %omp!&y 2 -o") !" ")e ! # "!&%e !& e4e%'"#o& le0el .T)# )elp ' "o /!#& ! -e""e( '& e( "!& #&/ o$ ")e *o(+ 2 %'l"'(e 2

e! l#&e 2 p(e '(e e"% o$ ")e o(/!=!"#o& .

T)e o-,e%"#0e o$ ")e o& ")e ,o- "(!#&/ # "o le!(& !& e0elop+&o*le /e !& 5'!l#"y o$ #&"e(!%"#o& *#") employee .

8:


69/73

ANNE URE 1

EMPLO EE !ATI!@ACTION JUE!TIONNAIRE

'B =#*TIT > )%C-TI%* >

DEPARTMENT: DESIGNATION:

'#4 >C-T#+%/ >C)#/IC-)=)-B% /

*%. %( #-/' %( '#/0IC# I* T$# %/+-*I2-TI%* >

619 !tro%/l A/ree2 6*9 A/ree2 6;9 U%$ertai%2 6=9 Di"a/ree2 6 9 !tro%/lDi"a/ree6B9 Not Appli$a,le

1. I /e" !ll #&$o(m!"#o& !-o'" ")e e0e&" !& !$$!#( o$ ")e %omp!&y *)#%) )!0e !& e$$e%" o& my *o(+.

J1 J7 J8 J9 JQ J

7. Employee !(e e&%o'(!/e "o '//e " &e* # e! !-o'" ")e#( *o(+ J1 J7 J8 J9 JQ J

8. W)e& yo' )!0e ! '//e "#o& "o #mp(o0e yo'( ,o- #" # e! y $o( yo' "o /e"yo'( # e! !%(o "o yo'( #mme #!"e 'pe(0# o(.J1 J7 J8 J9 JQ J

9. I !m p(o0# e *#") %le!( #& "('%"#o& !& '$$#%#e&" $!%#l#"#e (e/!( #&/&e* ! #/&me&" .

J1 J7 J8 J9 JQ J

Q. I !m %le!(ly #&$o(me !-o'" *)!" e4!%"ly # e4pe%"e o$ me (e/!( #&/ my*o(+.

J1 J7 J8 J9 JQ J

. Employee (e%e#0e (e%o/"#o& !& !pp(e%#!"#o& $o( ")e#( !-#l#"#e 2e$$#%#e&%y !& /oo *o(+ o&e.

J1 J7 J8 J9 JQ J

. T)e(e !(e ! e5'!"e "(!#&/ p(o/(!m !& *o(+ )op %o& '%"e ! pe(my (e5'#(eme&" "o pe($o(m my ,o- *ell

J1 J7 J8 J9 JQ J

. E0e(y employee # /#0e& ! $!#( %)!&%e2 -y ")e )e! o$ ")e %o&%e(&eep!("me&" "o !""e& ")e *o(+ )op !& "(!#&/ p(o/(!m .

J1 J7 J8 J9 JQ J

8;


70/73

K. We )!0e /oo oppo("'"#e "o le!(& &e* +#ll !& &e* ,o- J1 J7 J8 J9 JQ J

1 . T)e %omp!&y p(o0# e e4%elle&" -e&e$#" !& *el$!(e $!%#l#"#e $o(")e employee !& ")e#( $!m#l#e .

J1 J7 J8 J9 JQ J

11. I$ !ll ")e (e5'#(e o%'me&" !(e $'( )e p(ope(ly2 !ppl#%!"#o& $o(0!(#o' lo!& !(e p(o%e e p(omp"ly.

J1 J7 J8 J9 JQ J

17. All ")e !llo*!&%e !& ! 0!&%e !(e p(o0# e o& "#me J1 J7 J8 J9 JQ J

18. Me #%!l $!%#l#"#e !(e ! e5'!"e !& p(o0# e o& "#me J1 J7 J8 J9 JQ J

19. P(ope( )e!l") !& !$e"y "(!#&/ # p(o0# e J1 J7 J8 J9 JQ J

1Q. I $eel $(ee "o # %' my pe( o&!l !& p(o$e #o&!l p(o-lem *#") mypee(

J1 J7 J8 J9 JQ J

1 . I $eel $(ee "o # %' my pe( o&!l !& p(o$e #o&!l p(o-lem *#") my'pe(#o(

J1 J7 J8 J9 JQ J

1 . T)e m!&!/eme&" "!+e /oo %!(e o$ ")e p(o-lem o$ ")e employee !&"(#e "o ol0e o( (e (e ")em *#") p(ope( %o'& el#&/ ! oo& ! po #-le

J1 J7 J8 J9 JQ J

1 . T)e !pp(!# !l !(e (e! o'" !& +&o*& "o ")e %o&%e(&e employee o&"#me

J1 J7 J8 J9 JQ J

1K. T)e m!&!/eme&" pe(#o #%!lly p(o0# e $ee -!%+ o& ")e /oo !& ")e

-! ! pe%" o$ !& employee *o(+ !& *)e(e )e> )e m' " #mp(o0e2 -y *!y o$ pe($o(m!&%e !pp(!# !l J1 J7 J8 J9 JQ J

7 . E0e(yo&e #& ")# o(/!=!"#o& "(' " e!%) o")e( 0e(y m'%) J1 J7 J8 J9 JQ J

71. I $eel "o"!lly e%'(e #& ")# ,o- J1 J7 J8 J9 JQ J

77. Ho* !"# $#e !(e yo' *#") ")e p)y #%!l *o(+#&/ %o& #"#o& me&"#o&e

-elo*2 #& ")e o(/!=!"#o&619 Fer "ati"#ie(2 6*9 !ati"#ie(2 6;9 U%$ertai%2 6=9 Di""ati"#ie(2

9


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6 9 Fer (i""ati"#ie(2 6B9 Not Appli$a,le

D(#&+#&/ *!"e( $!%#l#"#e

To#le" $!%#l#"#e

L#/)"#&/

Wo(+ !(e!J p!%e

M!#&"e&!&%e o$ %omp'"e( !& o")e( e5'#pme&"

Cle!&l#&e o$ *o(+pl!%e

Spo(" %l'-

No# e %o&"(ol M!#&"e&!&%e !& "o(!/e o$ )!=!( o' %)em#%!l

Telep)o&e $!%#l#"#e

C!&"ee& $!%#l#"#e

91


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ANNE URE *

DATA SOURCES

D!"! # %olle%"e $(om -o") p(#m!(y o'(%e #.e. 5'e "#o&&!#(e !& !l o $(om

e%o& !(y o'(%e .

PRIMARY SOURCES

T)e p(#m!(y o'(%e o$ !"! %olle%"#o& # ")(o'/) 5'e "#o&&!#(e . ")e

5'e "#o&&!#(e !(e # "(#-'"e !mo&/ 1 people !& ")e#( 0#e* # (e%o( e

!& # ' e #& !&!ly=#&/ ")e !"! .

SECONDARY SOURCES

T)e e%o& !(y o'(%e #&%l' e o&l#&e #"e 2 &e* p!pe( !& "empl!"e

$(om AIRTEL # "(#-'"#o& %e&"e( !& AIRTEL C' "ome( C!(e .

9"


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Documents

2226. Employee Satisfaction in Bharti Airtel Limited[b(It]