A Project Report On Activities To Maximize Employee Satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees
CONTENTS
1. EXECUTIVE SUMMARY 2. INDUSTRY OVERVIEW 3. COMPANY OVERVIEW 4. COMPANY PROFILE 5. DEPARTMENTAL STUDY a) Structure b) Functions 6. ADDITIONAL LEARNING 7. PROJECT TRIPTHI a) Theory b) Design c) Research Objectives d) Uniqueness Of The Study 8. ANALYSIS AND INTERPRETATION 9. FINDINGS AND SUGGESTIONS 10. SWOT ANALYSIS 11. CONTACT DETAILS 12. INITIAL DATA REGARDING EXTRA ACTIVITIES FROM THE COMPETITORS AND SOFTWARE COMPANIES 13. LIMITATIONS 14. COM\NCLUSION 15. BIBLIOGRAPHY 16. ANNEUXURES
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Questions for Personal Interview
1. According to you what are the factors influencing employee satisfaction? 2. What is your experience about Training & Development with your job? 3. What is your opinion about the Supervision? 4. What is your opinion about the cleanliness and setup of your work station? 5. Whats your opinion about the support from other departments to you? 6. What are the extra curricular activities are you looking at from the organization? 7. How often will you suggest conducting the extra curricular activities? 8. What is your opinion about Targets? 9. Do you feel can yoga and meditation reduce stress and will you attend for it if provided by the organization? 10. What recreation facilities are you looking from the organization and whats the time gap you suggest for them in conducting? 11. What are your future prospects? 12. What do you like Best about working for CitiFinancial? 13. What areas of CitiFinancial do you feel need improvement? 14. Overall any suggestions to the HR team for maximizing your job satisfaction?
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Activities to maximize employee satisfaction of CitiFinancial Employees Dear Sir/Madam, I am doing a project on Activities to maximize employee satisfaction of CitiFinancial Employees your inputs would be helpful in improving the employee activities further.
Name Department Experience Previous organization
: : : :
Questionnaire
1. What is your present job responsibility? 2. How do you view your present job? 3. To what extent you do different things in your job using different skills & talents?
4. What additional training do you require to do your present job better? What other roles are you interested in doing, if there is a vacancy in Babasabpatilfreepptmba.com Page 3
Activities to maximize employee satisfaction of CitiFinancial Employees 5. What other roles are you interested in doing, if there is a vacancy in CitiFinancial? 6. What are your career aspirations? 7. What additional activities do you require for employee satisfaction? & how often? Out bound Programs Workshops Sports Others___________ ( ( )______________________ ( )______________________
)______________________ ( )______________________
8. Which of the following do you think makes work environment better? Bigger Pantry ( ) ( ( ( ) ) )
Clean and hygiene Work station Job rotation Standardized working hours
9. How important are the following to reduce stress in work environment (Rate according to your preference, 1 as high Importance and 4 as low importance) Yoga and Meditation Playing computer Games Having Tea & Coffee Social Welfare activities ( ) ( ) Page 4 ( ) ( )
Activities to maximize employee satisfaction of CitiFinancial Employees What d 10. What do you like best about working for CitiFinancial & what areas might need improvement? 1. 2. 3. 11. Any further suggestions 11. What do you like best about working for CitiFinancial & what areas might need improvement? 4. 5. 6. 11. Any further suggestions 1. 2. 3. 1. 2. 3.
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------------------------Thanks for your valuable time------------------------
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Executive Summary
EXECUTIVE SUMMARY Introduction. According to Albert Einstein Everything should be as simpler as possible but not the simplest. The Citifinancial functions precisely maxim. Citifinancial is already has the broadest distribution in India, their main aim is to become the largest NBFC in the world. CitiFinancial consumer finance India ltd is one of the few surviving private financial institutions since 1912, have the existence in more than 100 countries with 300000 employees worldwide. It offers varies types of loans to the customers namely, personal loans, vehicle loans, Consumer durable loans and home loans etc. Most global presence, best brand, superior products and broadest distribution etc are the competitive advantages of CitiFinancial. CitiFinancial working with the vision of providing excellent customer service, superior products, the right technology, support the community and integrity. Coming to Human Resource the career path in CitiFinancial for employees starts from the officer level and moves upwards as assistant manager, manager, assistant vice president and vice president. The scope for the career path is in personal loans, credit & risk, collections, insurance, mortgages, and sales finance etc. CitiFinancial come a long way from small NBFC to a major National finance company. Project Tripthi is a research conducted to maximize the employee satisfaction by introducing some of the modern techniques of Human Resource like Yoga & Meditation, Outbound Trainings etc. the research is conducted at all managerial levels and in all the departments. The overall employee satisfaction is good, however, some suggestions for
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Activities to maximize employee satisfaction of CitiFinancial Employees improvement have been provided and some of the extra activities are to be incorporated in order to keep employees motivated.
Industry Overview.
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Banking Overview Banking dates back to 1786, the first bank established in India, then the nationalization of banks in 1969 and recently the liberalization of the same since 1991. Without a sound and effective banking system in India it cannot have a healthy economy. The banking system of India should not only be hassle free but it should be able to meet new challenges posed by the technology and any other external and internal factors. The major participants of the Indian financial system are the commercial banks, the financial institutions (FIs), encompassing term-lending institutions, investment institutions, specialized financial institutions and the state-level development banks, Non-Bank Financial Companies (NBFCs) and other market intermediaries such as the stock brokers and money-lenders. The commercial banks and certain variants of NBFCs are among the oldest of the market participants. The FIs, on the other hand, are relatively new entities in the financial market place. Banking Segment in India functions under the umbrella of Reserve Bank of India - the regulatory, central bank. In India the banking sector is segregated as public or private sector banks, cooperative banks and regional rural banks. Bouquet of services is at customers demand in todays banking system. Different types of accounts and loans, facilitating with plastic money and money transfer across the globe. The last decade experienced a complete reform in the financial and banking sector. The capital and financial market, banking & non-banking organization and financial instruments was redressed towards development. The Indian banking has come from a long way from being a sleepy business institution to a highly proactive and dynamic entity. This transformation has been largely brought about Babasabpatilfreepptmba.com Page 9
Activities to maximize employee satisfaction of CitiFinancial Employees by the large dose of liberalization and economic reforms that allowed banks to explore new business opportunities rather than generating revenues from conventional streams (i.e. borrowing and lending). The banking in India is highly fragmented with 30 banking units contributing to almost 50% of deposits and 60% of advances. Indian nationalized banks (banks owned by the government) continue to be the major lenders in the economy due to their sheer size and penetrative networks which assures them high deposit mobilization. The Indian banking can be broadly categorized into nationalized, private banks and specialized banking institutions. The Reserve Bank of India acts as a centralized body monitoring any discrepancies and shortcoming in the system. It is the foremost monitoring body in the Indian financial sector. The nationalized banks (i.e. government-owned banks) continue to dominate the Indian banking arena. Industry estimates indicate that out of 274 commercial banks operating in India, 223 banks are in the public sector and 51 are in the private sector. The private sector bank grid also includes 24 foreign banks that have started their operations here. Types of Banks BANKS State Bank of India and Associates Nationalized Banks Domestic Private Sector Banks New Domestic Private Sector Banks Foreign Banks NO OF BANKS 08 19 25 09 29 Co mplementing the roles of the nationalized and private banks are the specialized financial institutions or Non Banking Financial Institutions (NBFCs). With their focused portfolio of products and services, these Non Banking Financial Institutions act as an important catalyst in contributing to the overall growth of the financial services sector. NBFCs offer Babasabpatilfreepptmba.com Page 10
Activities to maximize employee satisfaction of CitiFinancial Employees loans for working capital requirements; facilitate mergers and acquisitions, IPO finance, etc. apart from financial consultancy services. Trends are now changing as banks (both public and private) has now started focusing on NBFC domains like long and medium-term finance, working cap requirements. IPO financing etc. to meet the multifarious needs of the business community.
Banking products Banks in India have traditionally offered mass banking products. Most of the common deposit products being Savings Bank, Current Account, Term deposit Account and lending products being Cash Credit and Term Loans. Due to Reserve Bank of India guidelines, Banks have had little to do besides accepting deposits at rates fixed by Reserve Bank of India and lend amount arrived by the formula stipulated by Reserve Bank of India at rates prescribed by the latter. PLR (Prime lending rate) was the benchmark for interest on the lending products. But RBI more often than not, dictated PLR itself. Further, remittance products were limited to issuance of Drafts, Telegraphic Transfers, Bankers Cheque and Internal Transfer of funds.
In view of several developments in the 1990s, the entire banking products structure has undergone a major change. As part of the economic reforms, banking industry has been deregulated and made competitive. New players have added to the competition. IT revolution has made it possible to provide ease and flexibility in operations to customers. Rapid strides in information technology have, in fact, redefined the role and structure of banking in India. Further, due to exposure to global trends after Information explosion led by Internet, customers - both Individuals and Corporates - are now demanding better services with more products from their banks. Financial market has turned into a buyer's market. Banks are also changing with time and are trying to become one-stop financial supermarkets. Market focus is shifting from mass banking products to class banking with introduction value added and customized products.
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Activities to maximize employee satisfaction of CitiFinancial Employees A few foreign & private sector banks have already introduced customized banking products like Investment Advisory Services, SGL II accounts, Photo-credit cards, Cash Management services, Investment products and Tax Advisory services. A few banks have gone in to market mutual fund schemes. Eventually, the Banks plan to market bonds and debentures, when allowed. Insurance peddling by Banks will be a reality soon. The recent Credit Policy of RBI announced on 27.4.2000 has further facilitated the entry of banks in this sector. Banks also offer advisory services termed as 'private banking' - to "high relationship - value" clients. The bank of the future has to be essentially a marketing organization that also sells banking products. New distribution channels are being used; more & more banks are outsourcing services like disbursement and servicing of consumer loans, Credit card business. Direct Selling Agents (DSAs) of various Banks go out and sell their products. They make house calls to get the application form filled in properly and also take your passport-sized photo. Home banking has already become common, where you can order a draft or cash over phone/internet and have it delivered home. ICICI bank was the first among the new private banks to launch its net banking service, called Infinity. It allows the user to access account information over a secure line, request Chequebooks and stop payment, and even transfer funds between ICICI Bank accounts. Citibank has been offering net banking to its Suvidha program to customers. Products like debit cards, flexi deposits, ATM cards, personal loans including consumer loans, housing loans and vehicle loans have been introduced by a number of banks. Corporates are also deriving benefit from the increased variety of products and competition among the banks. Certificates of deposit, Commercial papers, Non-convertible Debentures (NCDs) that can be traded in the secondary market are gaining popularity. Recently, market has also seen major developments in treasury advisory services. With the introduction of Rupee floating rates for deposits as well as advances, products like interest rate swaps and forward rate agreements for foreign exchange, risk management products like forward contract, option contract, and currency swap are offered by almost every authorized dealer bank in the market. Babasabpatilfreepptmba.com Page 12
Company Overview
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ABOUT CITIGROUP
Citigroup Inc. is todays pre-eminent financial services company, with more than some 200 million-customer accounts in more than 100 countries, the history dates back to 1812 and the lineage continues as below till today. Started as City Bank in the year of 1812 in New York, US. City bank of New York became the largest bank in the US in the year of 1894. In 1914 City Bank became a first open an overseas branch. Became the first US Bank with $ 1 billion in assets in 1919 In the year of 1945-45 over 1800 city bank men and women served in Second World War, 55 lost their lives. City Bank changed its name as Citibank in the year of 1976. In 1998, all Citicorp and travelers divisions merge to Citigroup. In the year of 1999 Citigroup launched CitiDirect Online Banking, the first multiproduct, multi Internet banking system. Commercial Credit re named as citifinancial. Associates of North American consumer financial corporations incorporated into citifinancial and Citigroup earned $ 13 billion, became one of the most profitable companies in the globe in 2000. In 2002, Citibank celebrated its centenary anniversary in India, Europe and other Asian countries.
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Activities to maximize employee satisfaction of CitiFinancial Employees Major brand names under Citigroups trademark red umbrella include CitiCards, CitiFinancial, CitiMortgage, CitiInsurance, Promerica, Diners Club and CitiCapital.
CITIFINANCIAL: LINEAGE
From a small NBFC to a major National Finance Company
Founded in 1912, by Alexander Duncan as Commercial credit. In 1916, Commercial credit became the first financial company to offer installment purchase plans Automobile, a new invention. Developed installment loans for funding purchase of Consumer Durables in 1940s. In 1968, Commercial credit became a subsidiary of Control Data Corporation. Sandy Weill took over the control of Commercial credit in 1986. In 1992, company became a part of Travelers Group. Company became part of Citigroup in 1998. Commercial Credit re branded as Citifinancial in the year of 1999. In 2000 citifinancial became the first associated capital corporation, the largest publicly traded finance company in the US acquired by Citigroup.
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Company Profile
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COMPANY PROFILE
Name: Address: Citifinancial Consumer Finance India Limited. 01, Raheja Chancery 133, Brigade Road Bangalore-560025 Constitution: Registered office: Public ltd. 3, LSC Pushp Vihar New Delhi-110062 Regional Head office: No 117, Radhakrishan Salai Mylapore Chennai-600004 Phone numbers: Fax: Web site: 91-080-22124810/12/14/16 Extn 105 91-080-22240427 www.citifinancial.com, www.Citigroup.com
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VISION AND STRENGTHS VISION

Excellent customer service Superior products The Right technology Supporting the community Integrity
STRENGTHS People Distribution Innovative products Technology Service standards
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COMPETITIVE ADVANTAGES
Most global presence Broadest distribution Best Brand Unmatched scale and efficiency Superior products Expanding distribution Transferring expertise Investing in people and technology Allocating capital to highest growth opportunities
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REGIONAL OFFICES
Central: New Delhi It covers Delhi, Madhya Pradesh, Uttaranchal, and Uttar Pradesh States.
North:
New Delhi It covers Punjab, Rajasthan, Chandigarh, Himachal Pradesh and Haryana States.
East:
Kolkotta It covers West Bengal, Chattisgarh and Jharkhand States.
West:
Mumbai It covers Maharastra, Goa, Gujarat and Andhra Pradesh States
South:
Chennai
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Activities to maximize employee satisfaction of CitiFinancial Employees It covers Tamil Nadu, Kerla and Karnataka States.
PRODUCTS
1. Personal Loans: 2. Housing Loans: 3. Two Wheeler Loans: 4. Consumer Durable Loans: durables.
Loan for all types of consumer needs. Loan to procure a dream house. Loan to buy two wheelers. Loan to purchase all types consumer
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CAREER PATH
DESIGNATION LEVEL JOB SPECIFICATION Graduate with an average of 3 years of experience, or Post Officer Entry. Graduation in Business Administration (M.B.A). Average 3-4 years of total experience. Management Associate: Assistant Manager First level Supervisor. Hired from premier institutes, absorbed as Asst. Manager after 6 months of probation. Average 5-7 years of Manager Middle lever Manager. experience Average 7-9 years of Asst Vice President District/Regional Head experience Average 10-12 years of Vice President Functional Head experience
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Departmental Study
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CREDIT AND RISK DEPARTMENT

This department includes two types of job profiles namely Credit and Collections. The department is liable to for end-to-end credit and collection functions. Credit Underwriting: This department is responsible for check the creditability of the customer and to decide about approval or rejection of the loan application, the department vets the applications forwarded by the sales departments and does the same. Functions: To verify the repayment capacity of the customer. To approve the right kinds customer loan applications. Inter departmental interaction especially with the sales and collections departments. Collections: This department is responsible to recollect the unpaid money from the customers through collection agencies. The employees in this department will be on field to perform their task. Functions: System based collections and generating reports. Relationship Management with collection agencies and customer. Managing performance of the collection agencies.
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PERSONAL LOANS DEPARTMENT

This department is the backbone of the organization, which is concerned with sales of the products of Citifinancial i.e., Loans and Advances. The department is concerned with approaching and convincing the customers so that they can come to citifinancial. Department is also concerned with getting the applications filled with all the necessary document and forward it to Credit and Risk department for final approval. Functions: Disbursing loan amounting to through direct and indirect channels. Approaching and convincing the customers. Getting applications filled with all the necessary documents and forwarding to Credit & Risk for approval.
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SUPROTING DEPARTMENTS I. HUMAN RESOURSES DEPARTMENT

This department is responsible for end-to-end activities of related to human resources management. Functions: Human Resource planning. Recruitment and Selection Training and development. Payment of salary and incentives Performance appraisal etc.
II. ADMINISTRATION
This department is responsible for administration in the office and to provide all support in the office for all the departments. Functions: Maintaining cleanliness. Providing all the official requirements. House keeping.
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III. PROCESSING
This department is responsible for smooth running of all the operations of the organization. The operations include receiving the debt and releasing the debt etc. Functions: Releasing loan amount. Collecting the cash from the customers as well as collection agencies Recording all the documents of loans and keeping the concerned department informed. Supporting other departments for smooth running of business.
IV. MARKETING
This department is concerned with marketing all the products of the company, also responsible for innovation of new products and services and to develop marketing strategies for the same Functions: Advertising of the Citi products. Marketing of the products and services. Developing innovative products and developing the tools to market them Supporting the sales team in order to achieve the targets.
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V. CUSTOMER SERVICE
This department is responsible to attend the customers who are visiting the branch, concerned with giving the necessary information to the customers according to their needs. Functions: Meeting customers and providing the necessary information. Maintaining good customer relations. Attending to calls of the customers.
VI. INFORMATION TECHNOLOGY

This department is concerned with all the technical related aspects of the company, responsible to help all the departments to work on their computers and other technical tools without any disturbance Functions: Keeping all the technology in working conditions Arranging for the required technology at the time of video conferencing etc. Helping all the departments with the technical aspects as and when required.
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DEPARTMENTAL STRUCTURES
Departmental structure for all the departments in Citifinancial is the same.
Vice President
Asst VicePresident
Manager
Asst Manager
Officer
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Project Tripthi
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Activities to maximize employee satisfaction of CitiFinancial Employees TRIPTHI is a Sanskrit word which means satisfaction, it is the requirement of all the human being in this word. In order to keep employees motivated towards work it is necessary to all the organizations to keep thief employees satisfied. Employee Satisfaction: a general behavior of an employee towards his or her job If the general behavior of an employee is positive towards the job we may say he or is satisfied, in case if it is negative we may say dissatisfied. Employee satisfaction differs from job satisfaction, job satisfaction is only the attitude of the employee towards his or her job but employee satisfaction is the end behavior of the employee towards his or her job.
Factors influencing Employee satisfaction:
Salary and incentives. Salary and incentives are the basic things which influence employee satisfaction; money is the main thing that can help the person to give satisfaction in this competitive and costly world. But only money cant alone satisfies the person.
Reward and Recognition. Employees must be rewarded for his achievements and new thoughts. This creates a sense of own ness and motivates him to work better, so the employee ideas have to be taken into consideration and employee should re recognized for his achievements.
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Activities to maximize employee satisfaction of CitiFinancial Employees Training and Development. No one is perfect in this world so the training and development programs are very important to an employee to get experienced with his or job, if proper training is not given it creates a sense of rigidity in the workers and they might feel less confident Supervision. Supervision is the basic thing that includes the motivating factor, it is the responsibility of the supervisor or superior to keep their subordinates motivated, thus supervision plays a vital role in employee satisfaction. Standardized working hours. In to days phenomenon standardized working hours is the fundamental factor for employee satisfaction. Employees wants to spend more time with their family so standardizing the working hours is the basic requirement to keep employees satisfied. Work environment. Work environment is the factor, which makes employees fresh and healthy to work; if the corking conditions are not proper employees will be dissatisfied with their job. Opportunity to growth Personal career is a very important factor that every employee wants to build with his job, so working conditions must give all the employees enough opportunities for growth and it keeps the employees motivated and satisfied
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Activities to maximize employee satisfaction of CitiFinancial Employees Additional activities In today world all the above factors are necessary but not sufficient, some additional activities are very important to keep employees motivated. Thus some of the companies are conducting some additional activities for their employees satisfaction like Fun trips, Picnics, outbound trainings, sports activities and yoga classes.
If the foundation is solid then pillars will be strong
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Project Design
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RESEARCH OBJECTIVES
1. To find the level of satisfaction in CitiFinancial employees. 2. To find are Yoga & Meditation are the effective tools to reduce stress. 3. To develop strategies to maximize employee satisfaction in CitiFinancial. 4. Comparative study of employee satisfaction with the competitors.
UNIQUENESS OF THE PROJECT i. Including Yoga & Meditation factors. ii. First HR project in CitiFinancial India. iii. Organization is in very much need of finding the strategies to maximize the employee satisfaction. iv. Collecting the suggestions form employees about their requirements to maximize the satisfaction. v. Comparing and considering the activities of the competitors towards the same. vi. Name of the project is Itself Unique.
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SAMPLE DESIGN:
Sampling method: Random Sampling. Sample Size: 45 o Existing Employees-36 o Fresher-9 o Male employees-34 o Female employees-11 Data collection method. o Primary Data: Questionnaire method-30 Existing employees-24 Fresher-6
Personal interview method-15 Existing employees-12 Fresher-3
Observation method
o Secondary data: Company websites, Yoga meditation, Work shops and Outbound training centers MBA Text books Competitors ICICI, HSBC, KotakLife etc. Software companies AXA, Honey well etc. Page 36
Analysis & Interpretation
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Department: Credit & Risk
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1. What is your present job responsibility? Particulars Officer Management associate Asst Manager Manager Number of respondents 9 1 7 3
3
Officer
Management Associate
Asst, Manager
7
Manager
1 Interpretation. Out of 20 employees 9 are Officers, 1 is Management Associate, 7 are Assistant Managers and remaining 3 employees are Managers.
2. How do you view your present job? Particulars Babasabpatilfreepptmba.com Number of respondents Page 39
Activities to maximize employee satisfaction of CitiFinancial Employees Very good, Great. Challenging Good, Satisfactory Ok 2 3 12 3
Very Good, Great

3
Challenging
Good, Satisfactory
Ok
12
Interpretation. Out of 20 employees 2 view their job as Very Good, 3 as challenging, 12 as Good and Satisfactory and remaining 3 view job as ok.
3. What additional training do you require to do your present job better? Particulars Product Training Departmental training Other departmental Training None Babasabpatilfreepptmba.com Number of respondents 1 4 2 2 Page 40
4 3.5 3 2.5 2 1.5 1 0.5 0 Product Training
2 1
Department Training
Other Department Training
None
Interpretation. Out of 20 employees 1 employee demanded for Product Training, 4 demanded for Departmental Training, 2 for other departmental Training and 2 are satisfied from their present knowledge. Remaining 11 have not replied for the question.
4. What additional activities do you require for employee satisfaction? & how often? Needed Particulars Outbound Workshops Sports 4 4 6 3 0 6 Once in month 3 1 3 Once in two months 0 2 2 Once in quarter 3 0 0 Twice in a year
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6 5 4 3 2 1 0
Need
once in a month
once in two months
once in quarter
Twice in a year
Sports
Outbound Trainings Interpretation.
Work Shops
For Outbound Training, 4 just need the Outbound Training, 3 needs once in a For Workshops, 4 employees needs the Workshops, 1 demanded for once in For Sports, 6 employees needs sports activities, 6 needs once in a month, 3
month, 3 needs once in two month and 3 have asked for Twice in a year. two months and 2 have demanded once in a Quarter. needs once in two month and 2 have asked for once in a quarter.
5. Which of the following do you think makes work environment better? Particulars Bigger Pantry Clean and hygiene Work station Job rotation Standardized working hours Number of respondents 6 12 8 14
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14 12 10 8 6 4 2 0 Bigger Pantry Clean & Hygine Workstation Job Rotation 6 8 12
14
Std Working Hours
Interpretation. For improvement of Work environment 6 employees asked for the Bigger Pantry, 12 for Clean & Hygiene Work Station, 8 for Job rotation and 14 for Standardization of working hours.
6. How important are the following to reduce stress in work environment? Very Particulars Yoga and Meditation Playing computer Games Having Tea & Coffee Social Welfare activities Important 8 2 2 2 1 1 6 6 2 1 2 0 Important Necessary Not Necessary. 1 4 0 1
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8 7 6 5 4 3 2 1 0
Very Imp
Yoga&Meditation Having Tea, Coffee Interpretation.
Important
Necessary
Not Necessary
Playing Computer Games Social Welfare Activities
For Yoga & Meditation 8 employees rated Very important, 1 rated as For playing computer Games 2 employees rated Very important, 1 rated as For Having Tea & Coffee 2 employees rated Very important, 6 rated as For Social Welfare activities 2 employees rated Very important, 6rated as
important, 2 rated as necessary 1 rated as not necessary to reduce the stress. important, 1 rated as Necessary and 4 rated as not necessary to reduce the stress. Important and 2 rated as necessary reduce the stress. Important and 1 rates as not necessary to reduce the stress. 7. What do you like best about working for CitiFinancial? Particulars Colleagues Brand System and process Professionalism Package Number of respondents 3 3 7 4 3
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7 6 5 4 3 2 1 0
Colleagues Brand
4 3 3 3
System&Process
Prefessionalism
Package
Interpretation. 3 employees are proud of their Colleagues, 3 proud of Citi brand, 7 of system and Process, 4 of Professionalism and 3 proud of Pay Package.
8. What areas of citifinancial might need improvement? Particulars Space constraint Package HR Employee Relations Number of respondents 3 1 3 2
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3 2.5 2 1.5 1 0.5 0
Space Constraint
Package
HR Dept
Employee Relations
Interpretation. 3 employees are unsatisfied with Space Constraint at the work Station, 1 with Pay Package, 3 with Human Resource department, and 2 are with low level of employee relations.
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Department: Personal Loans
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Officer 2 Asst, Manager
Manager
Interpretation. Out of 10 employees 7 are Officers, 2are Assistant Managers and 1 employee is Manager.
2. How do you view your present job? Particulars Very good, Great. Challenging Good, Satisfactory Ok Number of respondents 3 3 4 0
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3 4
Very Good, Great
Challenging
Good, Satisfactory
3 Interpretation. Out of 10 employees 3 view their job as Very Good, 3 as challenging, and remaining 4 views their job as Good and Satisfactory.
3. What additional training do you require to do your present job better? Particulars Problem solving Stress Management Other departmental Training Number of respondents 2 3 1
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Activities to maximize employee satisfaction of CitiFinancial Employees 3

3 2.5 2 1.5
1
1 0.5 0
Problem Sloving
Stress M anagement
Other Dept Training
Interpretation. Out of 10 employees 3 employees asked for training on problem solving skills, 3 employees asked for training to reduce stress and 1 for other department training. Remaining 3 have not replied for the question.
4. What additional activities do you require for employee satisfaction? & How often? Needed Particulars Outbound Workshops Sports Other 1 1 2 0 2 1 6 3 Once in month 1 0 1 0 Once in two months 3 2 0 0 Once in quarter 2 1 0 0 Twice in a year.
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6 5 4 3 2 1 0
Need
once in a month
once in two months

Work Shops
once in quarter
Sports
Twice in a year
Other
For Outbound Training, 1 need the Outbound Training, 2 needs once in a
month, 1 needs once in two month, 3 have asked for once in a quarter and 2 have asked for Twice in a year. For Workshops, 1 employee need the Workshop, 1 demanded for once a For Sports, 2 employees need sports activities, 6 needs once in a month and 1 month, 2 have demanded once in a Quarter, and 1 asked for once in six months. need once in two months. 5. Which of the following do you think makes work environment better? Particulars Bigger Pantry Clean and hygiene Work station Job rotation Standardized working hours Number of respondents 5 8 4 9
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9 8 7 6 5 4 3 2 1 0 Bigger Pantry 5
9 8 7
Clean & Hygine Workstation
Job Rotation
Std Working Hours
6. How important are the following to reduce stress in work environment? Very Particulars Yoga and Meditation Playing computer Games Having Tea & Coffee Social Welfare activities Important 8 0 0 1 Important 1 0 1 1 Necessary 0 2 2 0 Not Necessary. 0 2 1 0
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8 7 6 5 4 3 2 1 0
Very Imp Important Yoga&Meditation Having Tea, Coffee Interpretation.
Necessary Not Necessary Playing Computer Games Social Welfare Activities
For Yoga & Meditation 8 employees rated Very important and 1 rated as For playing computer Games 2 has rated as necessary and 2 have rated as For Having Tea & Coffee 1 employee has rated as important, 2 rated as For Social Welfare activities 1 employee has rated as Very important and 1
important. not necessary to reduce the stress. necessary and 1 has rated as not necessary reduce the stress. rated as important to reduce the stress. 7. What do you like best about working for CitiFinancial? Particulars Colleagues Brand System and process Professionalism Number of respondents 2 1 3 2
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3 2.5 2 1.5 1 0.5 0
Colleagues
Brand
System&Process
Prefessionalism
Package
Interpretation. 3 employees are proud of their Colleagues, 2 are proud of Citi brand, 1 is of system and Process, and 3 are of Professionalism and 2 proud of Pay Package.
8. What areas of citifinancial might need improvement? Particulars Space constraint Package HR Number of respondents 1 3 1
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3 2.5 2 1.5
1
1 0.5 0 Space Constraint Package
HR Dept
Interpretation. 1 employee is unsatisfied with Space Constraint at the work Station, 3 with Pay Package and1 with Human Resource department.
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Department: Support.
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Officer
7 8
Asst, Manager
Interpretation. Out of 15 employees 8 are employees are Officers, and remaining 7 employees are Managers.
2. How do you view your present job? Particulars Very good, Great. Challenging Good, Satisfactory Ok Number of respondents 3 1 9 2
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2 3 Very Good, Great
Challenging
Good, Satisfactory
Ok 9 Interpretation. Out of 15 employees 3 view their job as Very Good, 1 as challenging, 9 as Good and Satisfactory and remaining 2 views their job as OK...
3. What additional training do you require to do your present job better? Particulars Product Training Departmental training Other departmental Training None Number of respondents 2 2 3 1
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3 2.5 2 1.5 1 0.5 0
Product Training
Department Training
Other Departme nt Training
None
Interpretation. Out of 15 employees 2 employees have demanded for Product Training, 2 have demanded for Departmental Training, 3 for other departmental Training and 1 employee is satisfied from their present knowledge. Remaining 7 have not replied for the question.
4. What additional activities do you require for employee satisfaction? & How often? Needed Particulars Outbound Workshops Sports Others 5 3 2 0 2 1 2 2 Once in month 0 0 4 2 Once in two months 2 1 1 1 Once in quarter 1 0 0 0 Twice in a year
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5 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0
Need
once in a month
once in two months

Work Shops
once in quarter
Sports
Twice in a year
Other
For Outbound Training, 5 need the Outbound Training, 2 needs once in a For Workshops, 3 employees need the Workshop, 1 demanded for once a For Sports, 2 employees need sports activities, 2 needs once in a month and 4
month, 2 have asked for once in a quarter and 1 has asked for Twice in a year. month, and 1 asked for once in six months. needs once in two months and 1 has asked for once in six months. 5. Which of the following do you think makes work environment better? Particulars Bigger Pantry Clean and hygiene Work station Job rotation Standardized working hours. Number of respondents 7 8 6 10
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10 9 8 7 6 5 4 3 2 1 0 Bigger Pantry Clean & Hygine Workstation Job Rotation 7 6 8
10
Std Working Hours
6. How important are the following to reduce stress in work environment? Very Particulars Yoga and Meditation Playing computer Games Having Tea & Coffee Social Welfare activities Important 12 0 1 3 3 1 1 6 0 2 5 0 Important Necessary Not Necessary. 2 5 1 0
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12 10 8 6 4 2 0
Very Imp
Important
Necessary
Not Necessary
Yoga&Meditation Having Tea, Coffee Interpretation.
Playing Computer Games Social Welfare Activities
For Yoga & Meditation 12 employees rated as Very important, 3 rated as For playing computer Games 1 employee rated as important, 2 has rated as For Having Tea & Coffee 1 employee has rated as very important, 1 as For Social Welfare activities 1 employee has rated as Very important and 1
important and 2 have rated as not necessary to reduce the stress. Necessary and 5 have rated as not necessary to reduce the stress. important, 5 as necessary and 1 has rated as not necessary reduce the stress. rated as important to reduce the stress. 7. What do you like best about working for CitiFinancial? Particulars Colleagues Brand System and process Professionalism Package Number of respondents 4 5 1 2
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5 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0

Colleagues Brand
5 4 4
2 1
System&Process Prefessionalism
Package
Interpretation. 4 employees are proud of their Colleagues, 4 proud of Citi brand, 5 of system and Process, 1 of Professionalism and 2 proud of Pay Package.
8. What areas of citifinancial might need improvement? Particulars Space constraint Package Number of respondents 6 1
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6
6 5 4 3 2 1 0 Space Constraint Package
Interpretation. 6 employees are unsatisfied with Space Constraint at the work Station and 1 with Pay Package.
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Findings
DEPARTMENT: CREDIT AND RISK
Ob the basis of Questionnaire method
Page 65
Activities to maximize employee satisfaction of CitiFinancial Employees 1. Colleagues are good. 2. Professionalism in the organization. 3. Yoga and meditation can reduce stress and will be added advantage. 4. Company brand name is good.
Ob the basis of Personal Interview method 5. Targets are unrealistic. 6. Training was not effective. 7. Pay package of existing employees is lesser compared to fresher. 8. Over involvement of other departments is more. 9. Supervision is good.
DEPARTMENT: PERSONAL LOANS

On the basis of Questionnaire method 1. Professionalism is best in the organization. Babasabpatilfreepptmba.com Page 66
Activities to maximize employee satisfaction of CitiFinancial Employees 2. Colleagues are good and supportive. 3. Good brand image of the company 4. Yoga and meditation will be helpful in stress management and to do work better.
Ob the basis of Personal Interview method 5. Targets are unrealistic. 6. Pay package of existing employees is lesser compared to fresher. 7. On the job training is very good. 8. Rewards and recognition are good. 9. Support from other departments is good and satisfactory.
DEPARTMENT: SUPPORT
On the basis of Questionnaire method 1. Yoga and meditation can reduce stress and will be added advantage. Babasabpatilfreepptmba.com Page 67
Activities to maximize employee satisfaction of CitiFinancial Employees 2. Company brand name and process are best 3. Supervision is good. 4. Colleagues are good. 5. Professionalism in the organization.
Ob the basis of Personal Interview method 6. Support from other departments is good. 7. On the job training is good.
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Suggestions
DEPARTMENT: CREDIT AND RISK

On the basis of Questionnaire method
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Activities to maximize employee satisfaction of CitiFinancial Employees 1. Working hours have to be standardized. 2. Working conditions have to be standardized. 3. Out bound trainings have to be conducted once in quarter. 4. Workshops have to be conducted once in quarter. 5. Sports have to be organized once in a month but not on holidays. 6. Picnic, party and fun trips have to be conducted regularly. 7. Yoga and meditation can reduce stress and will be added advantage and should be conducted often.
Ob the basis of Personal Interview method 8. Human resource in the department has to be increased. 9. Uniformity in Pay package policies is necessary. 10. Employee ideas have to be taken into consideration. 11. Reward & Recognition has to be given importance. 12. Targets have to be realistic and achievable. 13. Improvement in training and development is necessary. 14. Interaction with other departments has to be given importance. 15. Employee relations need more improvement.
DEPARTMENT: PERSONAL LOANS

Page 70
Activities to maximize employee satisfaction of CitiFinancial Employees 1. Work environment should be clean and hygiene. 2. Working hours, to be made standardized. 3. Pantry has to be made big. 4. Out bound trainings have to be conducted once in a quarter. 5. Workshops have to be conducted once in a quarter. 6. Sports have to be there in every month but not on holidays. 7. Picnic, party and fun trips have to be conducted every month. 8. Yoga and meditation can reduce stress and will be added advantage and should be conducted often.
On the basis of Personal Interview method 9. Targets have to be made realistic and achievable. 10. Uniformity in pay package. 11. No work on holidays 12. Interaction with other departments has to be given importance.
DEPARTMENT: SUPPORT
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Activities to maximize employee satisfaction of CitiFinancial Employees 1. Departmental and other departmental trainings have to be given. 2. Pantry has to be made big 3. Work environment should be clean and hygiene. 4. Standardized Working hours 5. Out bound trainings have to be conducted once in a quarter. 6. Workshops have to be conducted once in a quarter. 7. Sports have to be there in every month but not on holidays. 8. Picnic, party and fun trips have to be conducted every month. 9. Yoga and meditation can reduce stress and will be added advantage and should be conducted often. 10. Job rotation should be in forced to keep the employees enthusiastic.
On the basis of Personal Interview method 11. Interaction with other departments has to be given importance. 12. No work on holidays.
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SWOT analysis
Page 73
SWOT ANALYSIS
STRENGTHS
Good Brand name Higher package Coverage Process and Professionalism People Innovative products
WEAKNESSES
Unrealistic targets Un standardized working hours Increasing number of branches with the same targets
OPPARTUNITIES
Boom in the financial sector Increasing need for money Increasing number of customers
THREATS
Huge competition Higher rate of interest Hidden costs Low level of employee relationship
Page 74
Contact Details
Page 75
YOGA AND MEDITATION TRAINNNG CENTERS

ASHWINI YOGA CHIKITSALAYA SHRI SHANKARA YOG KENDRA 627/98, 2nd Floor, Behind Central Library, Dr. Rajkumar Road, Rajainagar, Bangalore-560010 Phone: 080-23353981 Cell: 9886753981 Contact person: Mr. Shankarnarayan Hegde The Kendra conducts following courses: 1. Basic Courses Breathing practice, loosening-Up exercises, Suryanamaskar, Asana. Simple Pranayama and Meditation. Mainly focuses on Physical dimensions of Yoga. Duration: One month, Fees: intensive) 2. Advanced Courses Advanced Pranayama, Meditation etc Fees: Rs.1000/- per month. 3. Spiritual Practices Yogic practices based on chanting, bhajans. Fees: Rs.1000/- per month. Rs.600/- (every day), Rs.300/- (Alternate days) and Rs.150/- (one week
Page 76
SWAMI VIVEKANANDA PUBLIC TRUST No: 106, 1st floor G Main Street, Jogupalya, Halasuru, Bangalore-560008 Tel: 080-25573388 Cell: 9243100278 Contact person: Mr. Suguru Tippeswmy
Courses on Pranayama Yoga Nidra Yogasanas Meditation Kriyas Surya namaskar Kundilini
Duration: 2 Days, i.e.12 hours (6+6). Fees: Rs.4000/-per group (Group consists of maximum 30members)
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OM YOGA PRATISTANA No: 3203, Behind Akshay Bakery, 6th cross, Gayatrinagar, Bangalore: 560021 Phone: 080-23320542 Cell: 9844259436 Contact person: Mr. Prahlad Courses conducted by the center. Yama Niyama Asanas Pranayama Meditation Samadhi
Duration: one week (Two hours a day) Fees: Rs.50/- per participant per Day.
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WORKSHOPS TRAINING CENTRES.
PLUS POINT, No: 19A/3, 1st cross, 1st main Jayamahal Bangalore: 560046 Contact no: 9448385076 Contact person: Ms. Vineeta Workshops on... Personal hygiene Improving self confidence Confidence building Stress management Distress and relaxation Grooming Body posture and care Fitness
Duration: 2 days (8 hours a day) Fees: Rs.750 per head, or Rs.15000 per plot (Maximum 30 trainees)
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SWAMI VIVEKANANDA PUBLIC TRUST No: 106, 1st floor G Main Street, Jogupalya, Halasuru, Bangalore-560008 Tel: 080-25573388 Cell: 9243100278 Contact person: Mr. Suguru Tippeswmy Workshops on Personality development Success strategies Goal setting and accomplishment Stress management Self confidence Motivating strategies Creativity Positive mental attitude Time management Human relations Dynamic relaxation
Duration: 2 Days, i.e.12 hours (6+6). Fees: Rs.4000/-per group (inclusive of course materials) (Group consists of maximum 30members)
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OUTBOUND TRAINING CENTRES
CARE (Center for Adventure and Rejuvenation of Environment) No: 1, 3rd floor, 18th cross Malleshwaram Bangalore-560003 Tel: 080-51281478 Cell: 9845695350 Contact person: Mr. M. K. Sheshadri CARE conducts Trekking Para Monitoring Wilderness Camps Island Adventures Rock climbing Cave Exploration White Water Rafting
Fees: Rs.1500/- per day per participant (Fees are inclusive of hiring of equipment fees, forest rent etc)
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SHREYAS-A journey of self-discovery Santoshima Farm, Gollahalli Gate, Nelamangala, Bangalore-562123 Tel: 080-27737102, 03 Cell: 9945062888, 9945045250 Contact person: Mr. N. Balaji SHREYAS conducts Yoga and meditation Works shops Trekking etc Out bound training.
Fees: Depends upon the courses, duration and accommodation (Plus 10% service tax and 13% Government taxes)
Page 82
Initial data regarding extra activities from the competitors And Software companies
Page 83
DAYS CAN BE CONDUCTED IN THE OFFICE
1. Tapori Day. 2. Hawaii Day, (Special Dress of the Hawaii countries) 3. English Day, (Dressing like Englishman i.e. Suit with Tie) 4. Mismatch Day (Dressing without matching) 5. Black and White Day. (Dressing Black and White) 6. Kurta day 7. Saree Day 8. FIDO Day (Fun In D Office). 9. Chocolate Day (Distributing Chocolates to all the employees) 10. Presentation Day o One of the employee will give Power Point Presentation about his or her interested matter, this will improve presentation skills of employees 11. Thank god Its Friday (Day for Team building activities) 12. Team Building Activity o Queen or King of Sheba, Make some group of six people and tell them to do toughest things in short period like searching for 100 shoes of same color in the office premises only. 13. Friday Blasts (Day for cultural activities)
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14. Just Do It Day o One employee writes the name one the peculiar thing, that has to be performed by the second person, in the last a person has to do the same which he has written but it should not be disclosed to him before writing 15. Dinner day (Having Dinner together, may be on own expenses) 16. Fruit Day (Preparing juice with seasonal Fruit and distributing to all employees) 17. Family Day (Bring all family together of all employees) 18. Rose Day (one Employee giving rose to another) 19. Sweet Day (Distributing Sweet of the month) 20. Fish Pond day (All the employees will put their ideas on a box and on weekend the selected idea will be implemented)
Page 85
Limitations of the study
Page 86
LIMITATIONS OF THE STUDY
1. The survey is restricted to only Head office of Karnataka 2. Due to shortage of time (60 Days) practical sessions on Yoga meditation, workshops were not conducted 3. Findings are based on assuming that all employees have truly and honestly answered. 4. Concentrated more on the official works.
Page 87
Conclusion
Page 88
CONCLUSION
1. Level of satisfaction of employees in the organization is good, more and more additional activities have to be conducted to keep them motivated. 2. Yoga and Meditation are the effective tools to reduce the stress; employees will be benefited if the training is given to them.
Page 89
Bibliography
Page 90
BIBLIOGRAPHY
1. Organizational Behavior. - Udai Pareek. 2. Organizational Behavior - Stephen Robins. 3. Human Resources management. - K S Ashwatappa 4. Human Resources management. - C B Memoria 5. www.citifinancial.com 6. www.Citigroup.com
Page 91
Annexure
Page 92
------------------------Thanks for your valuable time------------------------
Page 93

A Project Report On Activities To Maximize Employee Satisfaction of CitiFinancial Employees

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Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Questions for Personal Interview

Name Department Experience Previous organization

Activities to maximize employee satisfaction of CitiFinancial Employees

------------------------Thanks for your valuable time------------------------

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

VISION AND STRENGTHS VISION

STRENGTHS People Distribution Innovative products Technology Service standards

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

CREDIT AND RISK DEPARTMENT

Activities to maximize employee satisfaction of CitiFinancial Employees

PERSONAL LOANS DEPARTMENT

Activities to maximize employee satisfaction of CitiFinancial Employees

SUPROTING DEPARTMENTS I. HUMAN RESOURSES DEPARTMENT

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

VI. INFORMATION TECHNOLOGY

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Factors influencing Employee satisfaction:

If the foundation is solid then pillars will be strong

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

Personal interview method-15 Existing employees-12 Fresher-3

Activities to maximize employee satisfaction of CitiFinancial Employees

Analysis & Interpretation

Activities to maximize employee satisfaction of CitiFinancial Employees

Department: Credit & Risk

Activities to maximize employee satisfaction of CitiFinancial Employees

Very Good, Great

Activities to maximize employee satisfaction of CitiFinancial Employees

4 3.5 3 2.5 2 1.5 1 0.5 0 Product Training

Other Department Training

Activities to maximize employee satisfaction of CitiFinancial Employees

once in two months

Outbound Trainings Interpretation.

Activities to maximize employee satisfaction of CitiFinancial Employees

14 12 10 8 6 4 2 0 Bigger Pantry Clean & Hygine Workstation Job Rotation 6 8 12

Std Working Hours

Activities to maximize employee satisfaction of CitiFinancial Employees

Playing Computer Games Social Welfare Activities

Activities to maximize employee satisfaction of CitiFinancial Employees

Activities to maximize employee satisfaction of CitiFinancial Employees

3 2.5 2 1.5 1 0.5 0

Activities to maximize employee satisfaction of CitiFinancial Employees

Department: Personal Loans

Activities to maximize employee satisfaction of CitiFinancial Employees

Officer 2 Asst, Manager

Activities to maximize employee satisfaction of CitiFinancial Employees

Very Good, Great

Activities to maximize employee satisfaction of CitiFinancial Employees 3