Project on Employees Satisfaction

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MEDIA FEATURES (P) LTD.Learning Centre Code: 2017

Satisfaction Level of EmployeesIn

North Delhi Power Limited (NDPL)

A project report submitted in partial fulfillment of the

requirements for the degree of Master of Business Administration

of

Sikkim Manipal University, India

PROJECT GUIDE SUBMITTEDBY:Mr. Marshell Shani

Poonam Gupta

Enrolment No.520749790

Sikkim Manipal University of Health, Medical


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and Technological SciencesDistance Education Wing

Syndicate House, Manipal 576104

DeclarationI hereby declare that the project report entitled



Submitted in partial fulfillment of the requirement for the degree

of Masters of Business Administration to Sikkim Manipal

University, India, is my original work and not submitted for the

award of any other degree, diploma, fellowship, or any other

similar title or prizes.

Place: Poonam

GuptaDate: (520749790)

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Examiners Certification

The project report of

Ms. Poonam Gupta



is approved and is acceptable in quality and from

Internal Examiner External Examiners

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University Study CenterCertificate

This is to certify that the project report entitled



Submitted in partial fulfillment of the requirements for the degree

of Masters of Business Administration of Sikkim Manipal

University of Health, Medical and Technological Sciences.

Ms. Poonam Gupta

Has worked under my supervision and guidance and that no part

of this report has been submitted for the award of any other

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degree, Diploma, fellowship or other similar titles or prizes and

that the work has not been published in any journal or Magazine.

(520749790) Certified

ACKNOWLEDGEMENT

A large number of people are involved in the success of

completion of this project; and this success would not have

been accomplished without their help.

I pay my greatest sense of gratitude to Mr. Marshell

Shani for his inspiring, continuous encouragement, valuable

suggestions and constructive criticism.

Poonam Gupta

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CONTENTS

Executive Summary

Chapter 1: Introduction

Chapter 2: Research Objective

Chapter 3: Research Methodology

Chapter 4: Results and discussion

Chapter 5: Conclusion and Recommendations

Chapter 6: Limitation

Bibliography

Annexure

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EXECUTIVE SUMMARY

This dissertation was researched to find the satisfaction level of NDPL

employees. The objective of this research was to analyse the employees

response on different parameters in order to find where NDPL as an

organization is lacking in providing best to its employees. A survey was

done randomly, by selecting the sample of employees from corporate office

at Hudson line and other offices located at Keshavpuram, Shalimar Bagh,

Rohini, Mangolpuri and Model Town. The total of 175 respondents who

have designation of officer and above were randomly selected and given

questionnaire comprising 59 questions. The questions were positively

framed with special reference to following 15 parameters: Leadership,

Awareness and clarity about vision, mission and core values,

Organizational culture, Organizational system, Communication, Role,

Working condition, Senior subordinate relationship, Empowerment ,

Performance appraisal, Compensation & reward and recognition, Career

Advancement , Learning and growth, Fun and celebration at workplace,

and Pride.

The feedback analysis based on above parameter shows that overall

satisfaction level of NDPL employees is 68.58%. The satisfaction level

specifically for corporate office is 68.87% and for other offices it is

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68.29%. The organization in general has moderate satisfaction level for

following parameters Fun & celebration at workplace 52.75%,

Compensation & reward and recognition 57.42%, Career advancement

57.63%.

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INTRODUCTION

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INTRODUCTION

Although committed and loyal employees are the most influential factor

to becoming an employer of choice, it's no surprise that companies and

organizations face significant challenges in developing energized and

engaged workforces. However, there is plenty of research to show that

increased employee commitment and trust in leadership can positively

impact the company's bottom line. In fact, the true potential of an

organization can only be realized when the productivity level of all

individuals and teams are fully aligned, committed and energized to

successfully accomplish the goals of the organization.

As a result, the goal of every company is to improve the desire of

employees to stay in the relationship they have with the company. When

companies understand and manage employee loyalty - rather than

retention specifically - they can reap benefits on both sides of the balance

sheet i.e., revenues and costs.

On the revenue side of the balance sheet, loyal and committed employees

are more likely to go "above and beyond" to meet customer needs and are

highly motivated to work to the best of their ability. Both of these traits

are crucial for continued customer commitment and ongoing revenue and

growth for the company.

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Why employee Research?

Employee satisfaction research is an important communication tool

because it stresses that:

Employee satisfaction is important.

Employees are valued.

As frontline deliverers of the brand, employees views are vital and

integral to the development of the organization.

The company is listening and employee suggestions for improvement will

be considered.

The company recognizes the need for improvement

Employee satisfaction survey is designed to measure organizational

present satisfaction level for various parameters like Leadership, Culture,

Organizational system, Senior subordinate relationship, Learning and

growth, Compensation, rewards and recognition, Working condition;

Communication; Performance appraisal, Career advancement,

Empowerment in decision making, Role etc. It also helps to analyze

success of various HR activities as satisfaction is direct result of these

activities. The result of employee satisfaction survey shows the strong

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and weak areas in overall atmosphere in organization. This gives the

inputs for action plan needed for improving the satisfaction in

organization. The more satisfied employees improve the productivity

resulting in higher revenues. It also helps to check attrition and cost

associated with new recruitment.

The employee satisfaction survey is not an isolated event, but rather the

beginning of a continual improvement cycle. Employee satisfaction survey

process provides one of the quickest and actionable feedbacks.

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ORGANIZATION PROFILE

North Delhi Power Limited (NDPL) distributes electricity in the North

areas of Delhi. NDPL is a Joint Venture between Tata Power and Govt. of

NCT as a result of the privatization of electricity distribution in Delhi.

Tata Power Company Limited acquired 51% stake in NDPL and took

control of the management from July 1, 2002. NDPL caters to a

population of approximately 5 million spread over 510 square kms with a

turn over of Rs 1587 crores and serves a consumer base of about 9.1 lakh

consumers.

NDPL has been the frontrunner in implementing power distribution

reforms in the Capital City and is acknowledged for its consumer friendly

practices. Since privatization, the AT&C losses in NDPL areas have

shown a record decline. The Company has embarked upon a plan to

implement high-tech automated systems for its entire distribution network.

Systems such as SCADA, GIS and OTS are the cornerstone of the

companys distribution automation project. To fight the menace of power

theft, NDPL has adopted modern techniques like High Voltage

Distribution (HVDS) System and LT Arial Bunch Conductor.

NDPL is the first distribution utility in the country to provide on-line

information on consumption, billing and payment to all its consumers.

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World-class Consumer Care and Cash Collection Centers have been set up

to ensure excellence in consumer care.

NDPL believes that learning is the key to sustenance. With this

philosophy in mind, the company has set up Centre for Power Efficiency

in Distribution (CENPEID), the first institute for skill accreditation and

certification in the power distribution sector in India. To make children

ambassadors who spread the message of energy conservation, the

company has launched a unique initiative called NDPL Energy Club.

15000 children from 25 schools are covered under this initiative. NDPLs

focus on technology has bagged the company the Intelligent Enterprise

Award 2004 & 2005 instituted by the Indian Express group for exemplary

use of IT in its operations. The NDPL area of distribution in Delhi has

been organized into the following districts of Delhi:

North area: City Circle encompassing Moti Nagar, Keshav Puram &

Pitampura Districts. Town Circle encompassing Civil Lines , Shakti

Nagar & Model Town Districts.

North West area: Urban Circle encompassing Shalimar Bagh & Badli

Districts, Metro circle encompassing Rohini & Mangol Puri Districts,

Suburban Circle encompassing Bawana & Narela Districts.

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Functions in North Delhi Power Limited (NDPL)

Operations:

Circles including districts & zones

Stores

Systems

Inspection & Quality

Street Lighting

Corporate Operation Services

Technical services & projects

Engineering

Projects

Information Technology & Systems

ISO & TBEM

Commercial

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Corporate Commercial

High Revenue Base & Metering

High Consumer Base & Commercial back office

Finance

Revenue

Accounts

Expenditure Control & Accounts Payable

Stores & Projects Accounting

Company Secretary

Legal Cell

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Special projects group

Human resources

PMS & Resourcing

Personnel Management & Industrial Relations

Cenpeid

Administration

Corporate Communication

Administration Services

Security & Disaster Mitigation

Health Services

Business Ethics & Vigilance

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ORGANIZATIONAL STRUCTUREORGANIZATIONAL STRUCTURE

While NDPL represents part of Tata Power Companys (TPCs) power

distribution business, it functions as an independent subsidiary. NDPL reports to its

own Board of Directors for its various business support functions. The Board

consists of nominees from the Government and TPC. The Managing Director (MD)

is the operating head of NDPL, various functions reporting to the MD are as under:

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ManagingDirector

(MD)

GM/HOD(Operations)

GM/HOD(RDM/M)

CFO

Executive OfficeEntrepreneurship & Knowledge

Management GroupCorporate Monitoring

Generation & Power Trading

Sr. Advisor (Operations)Advisor (Govt. Affairs & Franchisee)

Advisor (Technical) / PEOAdvisor (Commercial)

Advisor (Human Resource)

CENPEID (Centre of PowerEfficiency In Distribution)

Special Project Group

HOD (Internal Audit & RiskAnalysis)

GM/HOD(TS&P)

Head(Corporate

HumanResource)

DGM(Administration& Commercial

Human Resource)

GM

(Commercial)

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HUMAN RESOURCE DEPARTMENT

NDPL has the challenge of managing Organization change through

a workforce which consists of a mix of employees with polarized

cultural inequalities cultural inequalities the employees

inherited from erstwhile DVB and the employees who have

joined NDPL post privatization. NDPL makes every effort to

ensure value additions to each employee through skill &

competency development and transparent sharing of information

focused towards consolidation of its value system and cultural

integration of the workforce. NDPL has deployed the HR Action

Plan to meet the following objectives.

HR Objectives:-

Talent Management

Employee Development

Creating Performance oriented culture

Career Progression

Organization wide dissemination

Integration of diverse workforces

Institutionalize Ethics

HR Action Plan:-

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Induction of Fresh Graduates from premier institutes

Lateral recruitment dependent on domain specific expertise

Training Need Identification; Formulation of Training Policy

Institutional Strengthening of CENPEID (Centre Power

Efficiency in Distribution)

Clear JDs, KRAs, alignment with Organizational &

Departmental PMS

Succession Planning, Fast track Plan for Achievers

Knowledge Management, Relationship Building

JIF, LGIE, Team based work culture, benefits of NDPL pay

structure wherever beneficial to FRSR employees to be extended to

them

NDPL Code to Conduct, Strengthening of Ethics structure

NDPLs Human Resource philosophy can be captured in its HR

Vision. And to achieve this, a Training Policy has been

formulated which provides for a minimum 6 Mondays training.

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HR VISION:-

To create a learning organization, which nurtures talent,

innovation and provides competitive environment that makes NDPL

the favored company to work for.

NDPL is using Balance Score Card (BSS) to bridge the gap

between organization strategy and actions. The Tata Business

Excellence Model (TBEM) has also been deployed in NDPL to drive

consistent corporate leadership in enhancing the Tata Brand Equity

within the company.

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OFFICE AUTOMATION

Automation refers to the use of different equipments provided in

office for the fulfillment of daily official work. NDPL is fully equipped

with latest and advanced machines to cater to the needs of the official

environment. I have learnt in the office how to operate them and it has

given me a sense of confidence in performing day-to-day administration

work. The machines which are provided in NDPL are as follows:-

Printers

Printers are used to get copies directly through one command

given to computer. Which helps in getting copies of hand made

documents in the computer memory. In recent uses it produce

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scanned copies also it can colored as well as black and white

copies. It needs to be connected to server of Library and than it

facilitates fast and easy working in receiving print outs of the

documents. In NDPL both inkjet and laser printers are used.

Xerox Machine

Xerox machine are used as photocopier machines. These machines

work on basis of electricity and produce duplicate copies in less

than 15 seconds. In our organization we use Xerox 5365 which provide

mechanism to get all size of copies in less time and also provide

Automatic Document Reader for making sets of 50 copies at one time. It

is known as ADC for 50 copies at one chance. NDPL has been provided

with latest Xerox machines in each department.

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needs of the company. All the information providing to NDPL is

available on www.ndpl.com.

As per our department all work depends upon computers. To gain

information and help others to get this valuable information can only be

done with the help of computer networks. It helps to remove us from

the monotony of the work.

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Fax Machine

Fax is a machine, which is used to send the copy of the papers to

anybody in the world; which sends the photocopy of the document

to another Fax situated at any distance. Fax machine is provided to all

the HODs (Head of Departments) in NDPL.

Process involved, in operating Fax Machine:-

Step 1: - First of all feed the pages in the machine, the face of the paper

should be down as in photocopy machine.

Step 2: - Dial the number of the Fax Machine where the document

has to be sent.

Step 3: - When the sound of beep comes, press the start button. It scans

the paper insert in it and sends the copy to another device.

Note: - It is important that when we are dialing the number, machine

should be free from other work.

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Telephone

Telephone has proved to be a boon or modern office procedures it

helps us in giving and receiving information at fast pace rather than

acquiring information in a written form.

NDPL is equipped with latest and advanced telephone instruments with

intercom facilities.

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Intranet

Intranet is a network based on Internet technology that is designed to

meet the internal needs of sharing information within a single

organization or company. It avoids the information to be available to

everyone on the Internet. Although Intranet pages may link to Internet,

an Intranet is not a site accessed by the general public. It works very

much like the Internet.

In NDPL, all the Circulars and necessary information / data are available

on the Intranet. The same is utilized by the employees of the

organization . It helps in making paperless office work within the

organization.

Internet

In todays dynamic business environment, Internet plays a crucial role

in terms of providing necessary information / data for completing

important tasks assigned to different levels of employees as it helps to

ascertain what is happening around the globe on just a click. The

desired information is available to you within seconds. Internet has

become a part and parcel of any kind of business whether it is related to

small scale or medium / large scale industry. It saves lot of time and

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money which was earlier required in collection of information. 21st

century is dedicated to era of Information and Technology (IT) and

familiarity with Internet and it uses are must for anybody who wants to

survive in this competitive business world.

Expert Choice Award for Most Admired Organization

in Private / Joint Sector

TATA Power / NDPL won the award in a survey conducted

by Power line, a leading Power Sector magazine, across a carefully

selected group of professionals and sector experts.

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Asian Power Awards 2006

NDPL won the Excellence in Service Enhancement award in

recognition for outstanding achievement throughout the year. Mr.

Anil Kumar Sardana, Managing Director (MD), NDPL was chosen

as the

Asian Power SPL CEO of the Year 2006 for his contribution to

Asias developing power supply industries.

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CII EXIM Bank Business Excellence Award

NDPL won the Strong commitment to Excel award conferred by

the Confederation of Indian Industry.

Achievers Award for Settling 10,000 Cases

NDPL won Achievers Award from Delhi Legal Services

Authority and Delhi High Court for creating history by

successfully setting 10,000 cases through the ADR System.

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SWOT ANALYSIS

STRENGTH

Tata Brand is very true and transparent in its business practices

Solid management team

Good working environment even to low levels employees

Young and enthusiastic employees

Experience and senior management

Ready to invest in new technologies e.g. SCADA, GIS and

SAP etc.

Geographically located in capital city

Sensitive to employees

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Lots of non-monitory rewards and appreciation letters

Lots of capacity building and training programmes

Reasonable salary

WEAKNESS

Company value is increasing but human resource value

doesnt see to increase.

Non defined company and no forcable future growth in

distribution business.

No transparency in yearly performance evaluation.

Need to improve their compensation structure.

OPPORTUNITIES & THREAT

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RESEARCH OBJECTIVE

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RESEARCH OBJECTIVE

To know the satisfaction level of employees in NDPL.

To find the exact parameter on which employees are not satisfied.

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RESEARCH

METHODOLOGY

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RESEARCH METHODOLOGY

The basic procedure used in this survey was to get the employees

feedback satisfaction on 4 point scale with reference to the different

parameters that fulfills satisfaction. This chapter describes the various

processes involved in study.

Research Design

The research was carried out by recording feedback in satisfaction

questionnaire. The questionnaire consists of total 59 questions each

related to various satisfaction parameter. All questions were direct and

positive, asking about specific parameter. There was one descriptive

question asking for suggestion for improvement. The response for each

question was taken on 5 point attitude scale as follow:

Strongly disagree 1

Somewhat disagree 2

Neither agree nor disagree 3

Agree 4

Strongly agree 5

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The employee satisfaction survey focuses on measuring the following 15

key parameters of employee satisfaction:

Leadership

Pride

Performance Appraisal

Compensation, Reward and Recognition

Promotions/Career Advancement

Organizational Culture

Organizational System

Senior subordinate relationship

Communication

Learning & Development

Working Conditions

Role

Empowerment in decision making

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Fun and celebration

Awareness and clarity about vision mission and core values

Selection of the study area

The study area comprises of corporate office (including N1, N2, N3, N4

buildings) located at Hudson line and other offices situated in Shalimar

Bagh, Keshavpuram, Rohini, Mangolpuri and Model town.

Sampling procedure

There were total 175 responses recorded during the survey from NDPL

employees. The target population is employees with designation of

officer and above. The respondents were selected by stratified random

sampling depending on convenience and availability of the respondents.

The respondents from other offices were considered mainly on the

availability at the time of survey. This survey has covered more than 20%

of total population.

Nature and sources of data

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Both primary and secondary sources of data were utilized. The primary

data were based on information gained through survey and

observation in the selected offices whereas the secondary

source was based on reviewing books, articles and journals,

reports and browsing of global net.

Collection of Data

Primary data was collected through questionnaires while secondary data

were gathered through desk study. The questionnaire was prepared in

such a way that it provides quantitative and qualitative information like

compensation, leadership, working condition, organizational culture,

organizational system etc. The collection of primary data was done by

personal interview based on designed questionnaire. Friendly atmosphere

of trust and confidence was created where the employees felt ease while

responding to questions.

Data processing and editing

The collected data were noted in the questionnaire prepared and those

data were checked and verified manually through field editing and central

editing. The collected data was examined to detect errors and omissions.

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Data analysis and interpretation

After editing, tabulation and classification data was entered in excel sheet

in a tabular form and analyzed by using statistical tools. Simple statistical

tools like average, percentage and central tendency were used to

systematically analyze the data through Excel. The score for each

parameter was calculated after considering score of all respective

questions under that parameter.

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RESULTS AND

DISCUSSION

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RESULTS AND DISCUSSION

This chapter presents the results obtained through study and its discussion

with the help of graphical presentation, tables, diagrams etc as per the

nature of data. The comparative study for satisfaction level under each

parameter between corporate office and other offices presents following

results:

Table 1: Employee satisfaction

PARAMETERS OVERALL %CORPORATE

OFFICE %

OTHEROFFICES

%

Leadership 70.96 72.05 69.11

Awareness & Clarityabout vision, mission

&core values 78.44 80.56 74.83OrganizationalCulture 67.28 66.83 68.04

OrganizationalSystem 67.08 66.40 68.24

Communication 71.63 70.24 73.99

Role 76.13 79.56 70.27

Working Condition 74.25 79.76 64.86

Senior Subordinaterelationship 79.25 80.40 77.30

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Empowerment indecision making 66.50 66.67 66.22

PerformanceAppraisal 63.50 62.30 65.54

Compensation,

Reward &Recognition 57.42 56.94 58.22Learning & Growth 67.65 66.90 68.92

Fun and celebration atworkplace 52.75 51.39 55.07

Pride 73.56 74.40 72.13

Career Advancement 57.63 55.75 60.81

Overall Satisfaction 68.58 68.87 68.29

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3.1 Overall satisfaction

Figure 1: Overall satisfaction

The perusal of data (figure 1) reveals that overall satisfaction of

employees in NDPL including all the parameters is 68.58%. Further the

overall satisfaction level in corporate offices is 68.87% whereas in

district/zone offices it is 68.29%.

68.58 68.87 68.29

50.00

55.00

60.00

65.00

70.00

OVERALL % CORPORATEOFFICE %

DIST/ZONALOFFICES %

Overall Satisfaction

OVERALL %

CORPORATE OFFICE %

DIST/ZONAL OFFICES %

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Table 2: Overall satisfaction of employees on the basis of

parameters:

PARAMETERS OVERALL %

Leadership 70.96

Awareness & Clarity 78.44

Organizational Culture 67.28

Organizational System 67.08

Communication 71.63

Role 76.13

Working Condition 74.25

Senior Subordinate relationship 79.25

Empowerment in decision making 66.50

Performance Appraisal 63.50

Compensation, Reward &Recognition 57.42

Learning & Growth 67.65

Fun and celebration at workplace 52.75

Pride 73.56

Career Advancement 57.63Overall Satisfaction 68.58

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3.2.1 SATISFACTION LEVEL ACCORDING TO

DESIGNATION:

DESIGNATION OVERALL %

EXECUTIVE 58.72

OFFICER 64.32

ASSISTANTMANAGER 75.04

MANAGER 76.24

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DESIGNATION WISE ANALYSIS

58.72

64.32

75.0476.24

40

50

60

70

80

90

EXECU

TIVE

OFFICER AM

MANA

GER

DESIGNATION

PERCENTAG

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Above shown data reveals about the satisfaction level of different cadre of

employees. It shows that satisfaction level is increasing with the seniority.

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3.2.2 Satisfaction level of the employees according to number of

years spent in the organization:

NUMBER OF YEARS OVERALL %

1-2 YEARS 62.64

2-5 YEARS 66.36

REST 76.74

ACCORDING TO TIME SPE

76.74

66.36

62.64

40

50

60

70

80

90

0-2 YEARS 2-5 YEARS > 5 YEARS

NUMBER OF YEA

PERCENTAGE

Result according to time spent in the organization some how validates the

earlier findings. Employees who had more time in organization, holding

higher position seems to be more satisfied with the policies of the

organization.

3.2.3 Gender wise level of satisfaction of the employees:

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70.96% 72.05%

69.11

50.00

55.00

60.00

65.00

70.00

75.00

OVERALL % CORPORATE

OFFICE %

DIST/ZONAL

OFFICES %

Leadership

OVERALL %

CORPORATE OFFICE %


The perusal of data reveals that overall satisfaction of employees in

NDPL on leadership is 70.96 %. Further, the data shows that the corporate

office has 72.05% of satisfaction regarding leadership whereas in

district/zones it is 69.11%.

The above data shows that the leadership role played in district/zones

(other offices) has comparatively same score as corporate offices with the

quality given by top/senior management, understanding and resolving

grass root issues, promoting legal and ethical behavior and the effort made

by top/seniors management to encourage good performance.

3.2.5 Awareness and Clarity about vision, mission and core

values

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67.28

66.83

68.04

60.00

65.00

70.00

OVERALL % CORPORATE

OFFICE %

DIST/ZONAL

OFFICES %

Organizational Culture

OVERALL %

CORPORATE OFFICE %


The data depicted in figure 4 illumine that the overall satisfaction of

employees in NDPL regarding organizational culture is 67.28%. Further,

in corporate office it is 66.83 % whereas in district/zones it is 68.04%.

This clearly reveals that the organizational culture in district/zones is

comparatively better than corporate offices.

Organizational culture includes the inter-departmental teamwork; effective

grievance handling procedures; impartiality on the basis of gender, caste,

region, and religion etc; encouragement and improvement for innovation,

pro-activeness, learning, and agility; performance orientation and career

growth; less bureaucracy; and quality orientation in work and services of

employees. So, it shows that the above ingredients of organizational

culture are more or less same in district/zones and corporate offices.

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3.2.7 Organization system

67.08 66.40

68.24

50.00

55.00

60.00

65.00

70.00

OVERALL % CORPORATE OFFICE

%

DIST/ZONAL OFFICES

%

Organizational System

OVERALL %

CORP ORATE OFFICE %


The data depicted in figure illumine that the overall satisfaction of

employees in NDPL regarding organization system is 67.08%. Further, in

corporate office it is 66.40% where as in district/zones offices it is

68.24%.

The organization system includes favorable organizational system for

deployment of strategies and action plans which is necessary to achieve

short and long term goals; adequate systems and processes to drive

performance at workplace; and awareness and implementation of various

initiatives like Integrated management system in the organization. So, it

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shows that the above ingredients of organizational system are more or less

same in district/zones and corporate offices.

3.2.8 Communication

71.6370.24

73.99

60.00

65.00

70.00

75.00

80.00

OVERALL % CORPORATE

OFFICE %

DIST/ZONAL

OFFICES %

Communication

OVERALL %

CORPORATE

OFFICE %

DIST/ZONALOFFICES %

The perusal of figure reveals that overall satisfaction of employees in

NDPL regarding communication is 71.63%. Further, in corporate offices

the level of satisfaction regarding communication is 70.24% whereas in

district/zones it is 73.99%.

The ingredients of communication that was considered are the system that

allows employees to communicate their views and suggestions to the

management regularly; the free discussions without boss fear between

superiors and subordinates. These are seen to be more or less same in

district/zone offices than corporate offices.

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3.2.9 Role

Figure 7: Role

76.13

79.56

70.27

60.00

65.00

70.00

75.00

80.00

OVERALL % CORPORATE

OFFICE %

DIST/ZONAL

OFFICES %

Role

OVERALL %

CORPORATE OFFICE %


From the study it is found that the overall satisfaction for role is 76.13%.

Further, in corporate office it is 79.56% and in district/zone offices it is

70.27%. The depicted data on the aspects of role such as, awareness about

responsibilities and contribution toward organizational goals; adequate

opportunities to utilize the competencies to make job more challenging is

comparatively better in corporate offices than in district/zones offices.

3.2.10 Working condition

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79.2580.40

77.30

70.00

75.00

80.00

85.00

OVERALL % CORPORATE

OFFICE %

DIST/ZONAL

OFFICES %

Senior Subordinate relationship

OVERALL %

CORPORATEOFFICE%


The study shows that the overall satisfaction regarding senior subordinate

relationship is 79.25%. Further, in corporate offices it is 80.40% and in

district/zone offices it is 77.30%. Therefore, it shows that the senior

subordinate relationship in corporate and other offices are strong in terms

of trust, open discussions and feedback for improvement, involvement in

goal setting; and appreciation for good work.

3.2.12 Empowerment in decision making

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66.50 66.67 66.22

50.00

55.00

60.00

65.00

70.00

75.00

OVERALL % CORPORATE

OFFICE %

DIST/ZONAL

OFFICES %

Empowerment in decision making

OVERALL %

CORPORATE OFFICE %


From the study it is found that the overall satisfaction regarding

empowerment in decision making is 66.50%. Further, in corporate office it

is 66.67% and in district/zone offices it is 66.22%.

The study shows that constituents of empowerment in decision making like

freedom to take decisions in work areas and satisfaction regarding various

participative systems and processes in decision making process is similar

in both the corporate and district/zones offices.

3.2.13 Performance Appraisal

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63.50 62.30

65.54

50.00

55.00

60.00

65.00

70.00

75.00

OVERALL % CORPORATE

OFFICE %

DIST/ZONAL

OFFICES %

Performance Appraisal

OVERALL %

CORPORATE OFFICE %


The perusal of data reveals that overall satisfaction of employees in NDPL

regarding Performance Appraisal is 63.5%. Further, in corporate office it

is 62.30% whereas in district/zones it is 65.54%.

It includes whether the performance appraisal is objective, structured,

transparent and frequent feedback for employee improvement. Here, the

data reveals that Performance Appraisal system in district/zone offices and

corporate offices is quite similar.

3.2.14 Compensation, Reward and recognition

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57.42 56.9458.22

50.00

55.00

60.00

65.00

OVERALL % CORPORATE

OFFICE %

DIST/ZONAL

OFFICES %

Compensation, Reward &Recognition

OVERALL %

CORP ORATE OFFICE %


The perusal of data reveals that overall satisfaction of employees in NDPL

regarding compensation, reward and recognition is 57.42% which is

moderate comparing to other parameters of satisfaction.

Compensation comprises equity in salaries, allowances and perquisites

both internally and externally and Reward and recognition includes the

appreciation for employee who is honest, sincere, hard working, and

productive for the organization where data shows that in corporate office,

it is 56.94% whereas in district/zones it is 58.22%.

3.2.15 Learning and growth

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67.65 66.9068.92

50.00

55.00

60.00

65.00

70.00

75.00

O VERALL % C O RPO RATE

O FFICE %

DIST/ZO NAL

O FFICES %

Learning & Growt

Learning & Growth

The data depicted in Table 1 illumine that the overall satisfaction of

employees in NDPL regarding learning and growth is 67.65%.

Learning and growth includes the opportunities to get necessary trainings,

knowledge, exposure, and new ideas while working with seniors,

colleagues and business associates in the organization where data shows

that in corporate offices it is 66.90% whereas in district offices it is

68.92%.

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3.2.16 Fun and celebration at workplace

52.75

51.39

55.07

49.00

50.00

51.00

52.00

53.00

54.00

55.00

56.00

OVERALL % CORPORATE

OFFICE %

DIST/ZONAL

OFFICES %

Fun and celebration at workplace

OVERALL %

CORPORATE OFFICE %



employees in NDPL regarding fun and celebration at workplace is 52.75%

which is the lowest among all the parameters of satisfaction. Further, in

corporate offices it is 51.39% whereas in district/zone offices it is 55.07%.

Fun and celebration is one of the most important factor that helps to

increase satisfaction level of employees. The fun and celebration at

workplace includes celebration of special events and informal get

-together at workplace.

3.2.17 Pride

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73.56 74.40 72.13

50.00

55.00

60.0065.00

70.00

75.00

80.00

OVERALL % CORPORATE

OFFICE%

DIST/ZONAL

OFFICES %

Pride

OVERALL %

CORPORATEOFFICE %

DIST/ZONAL

OFFICES %


employees in NDPL regarding pride is 73.56%. Further, in corporate

offices it is 74.40% and in district/zones offices it is 72.13%.

Pride includes the sense of pride as a NDPL employee, contribution to the

society/nation; and recommending others to work in NDPL. The data

shows that sense of pride among the employees of district/zones is quite

similar with corporate offices.

3.2.18 Career Advancement

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57.63

55.75

60.81

52.00

54.00

56.00

58.00

60.00

62.00

OVERALL % CORPORATE

OFFICE%

DIST/ZONAL

OFFICES %

Career Advancement

OVERALL %

CORPORATE OFFICE%

DIST/ZONAL OFFICES

%


employees in NDPL regarding career advancement is 57.63%. Further, in

corporate offices it is 55.75% whereas in district office it is 60.81%.

Career advancement includes well designed policy for career advancement;

and identification of individual development needs for employees where

the study shows that employees of district/Zone offices are comparatively

more satisfied regarding career growth comparing with corporate offices.

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CONCLUSION AND

RECOMMENDATION

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CONCLUSION

Overall, the response for the survey has been good. But there are some

points for concern also. The percentage level of satisfaction for each

calculated from the survey are more inclined to 60% than being 80% or

90%. Moreover, there are some chances of bias in the survey, as there is

ample chance for manipulation of responses by the respondents for fear or

various other factors. Else the results of the survey are very encouraging.

The main reasons contributing to lower satisfaction level at NDPL are:

Lack of transparency in performance evaluation and promotion

process.

Compensation related issues

Lack of growth opportunity and career advancement in the

organization

Lack offun at work

In a nutshell, People are very happy with their leader, boss and

organization culture. Employees have very well appreciated the effective

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communication channel that is placed in the NDPL. Corporate

communication department gets full marks for speedy and clear

dissemination of information across the organization and making

employee aware of organization vision, mission and goals.

But there are some serious factors that NDPL has to address.

Performance Evaluation - 63.50% people believe that Performance

evaluation is transparent in NDPL, while rest thinks otherwise. Almost

same is the case reward system.

Fun and celebration at work place- Data shows only 52.75%.of

employees are satisfied with existing system of Fun and celebration. Fun

and celebration at work place in special events like achievement of goal

helps employees to be more enthusiastic and creative in their work which

finally results in better performance of employees.

The other area to concentrate is compensation, reward and recognition

where the study shows that it is only 57.42% level of overall satisfaction.

The study also shows that the employees are less satisfied regarding

career growth where the data reveals only 57.63% level of overall

satisfaction. Only 58.72% of executives are satisfied with the

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organization, this validates the fact that NDPL some how is not able to

meet the expectations of its young executives.

The above data clearly shows that the steps taken by NDPL to retain,

grow, satisfy, motivate and engage its employees are appreciable but not

enough. In todays hyper-competitive environment, organizations that

nurture, develop and retain their employees are the ones that are the most

successful. People-led strategic advantage is the most sustainable

advantage over competitors. Also, in service industry ( i.e NDPL), it has

been found that external customer satisfaction has a direct correlation with

internal customer satisfaction. Happy Employees lead to happy customers

and thereby, meeting the business goals.

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RECOMMENDATIONS

Taking in view the above results, the following steps can be taken to curb

employee turnover at NDPL.

Performance management-NDPL is a part of TATA group, which

is famous for its fair & transparent human resource policies. It

would be good for NDPL to have references of existing

performance evaluation process at different companies of TATA

group and to implement the best in order to achieve the same name

& fame, which others have achieved. However, short-term solution

of this problem is to have effective and clear communication

regarding the existing policies to the employees.

Compensation-Although compensation is the least sustainable

retention strategy, it still plays a pivotal role in employee turnover.

Thus, it is necessary to have comparable pay packages. NDPL

should go for external equity and a compensation survey will

effectively serve the purpose and will dispel the thoughts from the

employee mind that they are being paid less. However, in order to

make compensation policy effective it should be reinforced by the

better growth, role & designation, leadership and others HR

policies.

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Rewards and Recognition: NDPL can incorporate following ways

of appreciating and recognizing the efforts of its employees, in turn,

boosting their morale.

1. Spot Rewards-Putting a system of spot rewards is going to

boost the morale of employee and it should be in form of

gift coupon, movie tickets etc (non-monetary).

2. Pat on the backs

3. Bravo Zulu award-This policy has been successfully

implemented in FedEx. In this member of a department

present appreciation card whenever some one among them

does something good and commendable. The employee puts

the cards on his workstation. It will not only boost the

morale of the particular employees, it also helps in building

better relationship among fellow members.

4. Innovation reward should be introduced in NDPL. This

award should be given whenever any one finds some

innovative and better ways to do work or helps in reduces the

losses.

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LIMITATION

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LIMITATION

Although, this envisages that satisfaction level in the organization is good.

It was, however, unclear whether the level of satisfaction regarding

certain parameter was real or the perceived only due to possibility

manipulation of responses by the respondents for fear or various other

factors.

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BIBLIOGRAPHY

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BIBLIOGRAPHY

Mello.J., Strategic Human Resource management. Dave Shaunt.

Robinson. S, Organizational Behavior. Asoke K.Ghosh, Prentice hall,

India

http://www.ndplonline.com

http://managementsearch.com

http://businessresearchlab.com

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http://www.ndplonline.com/http://managementsearch.com/http://businessresearchlab.com/http://www.ndplonline.com/http://managementsearch.com/http://businessresearchlab.com/


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ANNEXURE

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ANNEX URE

NDPL Employee Satisfaction Survey

Age:

Sex: Male

Female

Department:

Designation:

Location of work:

How long have you worked for NDPL?

Less than one year............................

One year to two years.......................

Two years to five years....................

Five years to ten years......................

Ten years or more ............................

Read instructions carefully before responding.

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The Employee Satisfaction Questionnaire has 59

questions/statements. Please read the statements carefully. Since,

there are no right or wrong responses to any question or statement

feel free to respond to each of the statement by putting a ( )

against any of the five possible responses. The responses are

STRONGLY DISAGREE 1

SOMEWHAT DISAGREE 2

NEITHER AGREE NOR DISAGREE 3

AGREE 4

STRONGLY AGREE 5

We request you to use response 3 (Neither agree nor disagree)only

if you are absolutely sure that the other responses will not truly

reflect your feelings.

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1. Leadership

No Question 1 2 3 4 5

1 Top/ Senior management is

personally committed to quality,and expects high level of quality

orientation amongst employees.

2 NDPLs top/ senior management

has a clear vision for the future,

and energizes people to achieve the

same.

3 The top/senior management in this

organization makes sincere and

systematic effort to understand the

grass root issues and resolve them.

4 Top/senior management of NDPL

promotes legal and ethical behavior

in the organization

5 Top/senior management

encourages good performances and

achievement of employees through

various mechanism of

appreciation, reward and

recognitions

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6 The management understands short

and long term challenges of this

organization and is committed to

address them in speedy manner

7 I look up to NDPLs top/senior

management as role models.

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2. Awareness and Clarity of organizational vision, mission and

core values


1 I am aware of the organizations

vision and mission

2. I am aware of my departments

goal, objective and action plans

3 I am aware of the organizations

core values and its meaning

4 Employees here demonstrate

professed core values in their day to

day behavior

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3. Organizational Culture


1 There is inter-departmental and Intra-

departmental teamwork an co-operation

at NDPL.

2 Employees are treated impartially at

workplace

and no one is harassed based on gender,

caste,

region or religion

3. There is an effective grievance-

handling procedure here

4 In this organization, I am confident

that an honest mistake will be

tolerated and taken as a lesson learnt

5 Improvement, innovation, pro-

activeness and agility are usually

encouraged at NDPL

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6 NDPL is a performance oriented

organization and I am aware that for

career growth my consistent good

performance is a must

7 Learning and knowledge sharing is

encouraged and practiced at NDPL

8 At NDPL, bureaucracy is discouraged

9 Quality orientation in our work,

services and behavior is encouraged

at NDPL

10 There is faith and lateral trust

amongst colleagues and peers in the

organization

4. Organization system

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1 Organization structure of NDPL

supports deployment of strategies and

action plans necessary to achieve

short and long term goals

2 At NDPL, weve adequate systems,

processes and fora to drive

performance at work place

3 I am aware of the Integrated

Management System(QualityManagement System, Environment

Management System) of the

organization and people follow the

same in their day to day activities

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5. Communication


1 The communication system allows

me to communicate my views and

suggestion to the management from

time to time

2 In the organization, people talk to

their superiors in a free and frank

manner about all issues within the

team

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6. Role


1 I know my role/responsibilities and

how I am contributing towards

organizational goals and objectives

2 I find my job challenging and it

provides adequate opportunities to

use my knowledge, skills and ideas.

7. Working conditions


1 My work place has adequate

infrastructures (water, power, table,chairs, toilet, etc)

2 I have adequate resources (computer,

phone, tools, instrument, stationeries,

etc) to do my job well

8. Senior subordinate relationship

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9. Empowerment in decision making


1 I am empowered to take decision in

my work areas that would best serve

the organization

2 I am satisfied with the various

participative systems and processes

designed for involving employees in

the decision making process

10. Performance appraisal


1 Our performance appraisal system forexecutives is objective and well

structured

2 Our Performance management system

is deployed in a transparent manner

and meets its objectives

3 My immediate boss gives

performance feedback to me for

improvement

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11. Career advancement


1 This organization has a well-designed

policy for career advancement of

executives

2 The performance appraisals provide

inputs for identifying individual

development needs

12. Compensation, reward and recognition


1 Salaries, allowances and perquisites

of executives in this organization are

attractive considering their job

responsibility, qualification and

expertise

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2 My salary is equitable in comparison

to other employees working at the

same level within the organization.

3 Salaries, Allowances and perquisites

of executives compare favorably with

those prevailing in other comparable

organizations

4 Executives who contribute to

organizational efficiency and

productivity are suitably recognized

and rewarded in this organization

5 The work of an executive who is

honest, sincere, and hard working is

recognized and appreciated in this

organization

6 My organization recognizes and

appreciates employees achievements

in areas related to sports, cultural

activities, team work, good

citizenship, etc.

13. Learning and growth


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14. Fun and celebration at workplace


1 Special events are celebrated at my

workplace

2 There are informal get-togethers at

workplace

15. Pride


1 I feel a sense of pride when I

introduce my self to someone as an

employee of NDPL

2 I really look forward to come to office

every morning

3 I feel good about the way we

contribute to the society/nation

4 If there is an appropriate opportunity

for a competent friend in NDPL, Iwould ask him to join because I feel

NDPL is a right place for performers

and competent persons

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What can NDPL do to increase your satisfaction as an employee?

Suggestion 1:

Documents

Project on Employees Satisfaction