SUMMER TRAINING REPORT OF ON JOB STATISFACTION OF EMPLOYEES AT ITC HARIDWAR

SUBMITTED TO UTTRAKHAND TECHNICAL UNIVERSITY IN PARTIAL FULFILMENT OF BACHELOR OF BUSINESS ADMINISTRARION (THREE YEARS FULL TIME DEGREE PROGRAMME) SUBMITTED TO : MISS. SIWANI BHATIA ASST. PROF. DBS DEHRADUN. SUBMITTED BY MONIKA BBA VTH SEM.

DOON BUSINESS SCHOOL, DEHRADUN

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GUIDE CERTIFICATE
This is to certify that Ms. Moni a st!"ent of B.B.A. #th se$. of the instit!te has s!ccessf!%%y co$&%ete" his s!$$er trainin' on the to&ic. (o) Satisfaction at ITC !n"er $y '!i"ance an" s!&er*ision. +hi%e a&&raisin' her effort an" con"!ct. I ,ish her a%% the )est in her f!t!re en"ea*ors.

Date .%ace /Miss. SI+ANI BHATIA0 ASST. .RO1.

DECLARATION
This is to certify that the Mana'e$ent Thesis entit%e" as, job satisfaction at ITC S!)$itte" to UTU in &artia% f!%fi%%$ent of the re3!ire$ent for the a,ar" of Bache%or of B!siness A"$inistration is recor" of ori'ina%, &ro4ect ,or "one )y $e "!rin' the &erio" of st!"y in !n"er the s!&er*ision of Miss. SIWANI B ATIA /ASST. .RO1.0.

ACKNOWLEDGEMENT

We think if any of us honestly reflects on who we are, how we got here, what we think we might do well, and so forth, we discover a debt to others that spans written history. The work of some unknown person makes our lives easier everyday. We believe it's appropriate to acknowledge all of these unknown persons; but it is also necessary to acknowledge those people we know have directly shaped our lives and our work. First of all we would like to thank our teacher M!"" SI#$%! B&$'!$ for their guidance through out the semester.

!REFACE (o) satisfaction is the ey stone to no, a)o!t the effecti*eness of the

$ana'e$ent, staff, s!)7or"inates etc. E*a%!ation of staff &erfor$ance of any or'ani8ation ai$ at "e*e%o&in' the $oti*ation of staff as to i$&ro*e their &resent &erfor$ance. Th!s it is essentia% for it to )e effecti*e eno!'h so that it contri)!tes in the &ro'ress of or'ani8ation as ,e%% as the staff. At the sa$e ti$e it sho!%" )e e*a%!ate" in s!ch a ,ay so that it "oes not create a fee%in' of "issatisfaction a$on' the staff of the co$&any. 9ee&in' these as&ects in $in" this st!"y on :E*a%!ation of 4o) satisfaction ITC is !n"erta en ,ith the ai$ to fin" o!t the contri)!tion, effecti*eness, &erfor$ance stan"ar" an" "e*e%o&$ent nee"s of the staff in the or'ani8ation

1o%%o,in' are so$e of the sa%ient feat!res of the &ro4ect ; As far as &ossi)%e, conce&ts are &resente" in an easy to !n"erstan" sty%e. It 'i*es an o&&ort!nity to 'et infor$ation a)o!t ITC In"ia Li#it$", ,hich is he%&f!% to no, a)o!t the co$&any. This &ro4ect contains the c%ear an" e<act conce&t of e*a%!ation syste$ = this syste$ in ITC )oth.

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E*a%!ation of &erfor$ance $a es the in"i*i"!a% effecti*e as he

no,s

,hate*er he "o ,o!%" )e assesse" an" ,o!%" )e re,ar"e" if &ro*e" ,orth,hi%e.

TABLE OF CONTENTS S.N. 1 # ' , 1 / 6 8 T()!* !ecutive "ummary $b%ectives (ompany )rofile & *T( +td. .ob "atisfaction $f mployees 2esearch 3ethodology 4nalysis 5 Findings (onclusion 5 2ecommendations 7uestionnaire 9ibliography P$+, N(. 1 #&' ,&11/&,0 ,1&,' ,,&-, -1 --&/0 /1

E-ECUTIVE SUMMARY
This &ro4ect of 4o) satisfaction of e$&%oyees is an inte'ra% &art of o!r c!rric!%!$. The $ain o)4ecti*e of this is to st!"y an" ana%y8e an or'ani8ation fro$ &ersonne% $ana'e$ent &oint of *ie,. It he%&s !s to !n"erstan" the 4o) satisfaction %e*e% of e$&%oyees in an or'ani8ation. Behin" e*ery s!ccessf!% or'ani8ation H!$an Reso!rce is one of the $ost i$&ortant f!nctions. To achie*e this, 4o) satisfaction of e$&%oyees of the co$&any sho!%" )e ,e%% "efine" an" e<ec!te" in synchroni8ation ,ith the tar'ets. A &ro&er recr!it$ent an" se%ection &ro*i"es a &oo% of &otentia%%y 3!a%ifie" can"i"ates, ,hich can a"" to the effecti*eness of an or'ani8ation an" its !%ti$ate s!ccess. In o!r &ro4ect ,e ha*e st!"ie" one of the In"ia@s %ea"in' Te<ti%e Co$&any ITC Lt". O!r Ana%ysis is )ase" on the %ea"in' e"'e HR .ractices across the e<ten"e" enter&rise of ITC

OB%ECTI&ES OF STUD'
The o)4ecti*e of st!"y are71. To o)tain &ractica% no,%e"'e. 2. To %earn the conce&t )y seein' the$ in rea% %ife. 5. The $ain o)4ecti*e ,as to a&&%y o!r )oo ish no,%e"'e on the rea% %ife "ata. 6. To )e fa$i%iar ,ith the ,or in' of H!$an reso!rce in an or'ani8ation. >. To i"entify %e*e% of 4o) satisfaction in ITC . ?. To i"entify the faci%ities &ro*i"e" )y ITC in or"er to increase the %e*e% of satisfaction in e$&%oyees. A. To attain in rea%, the no,%e"'e of thin's ,hich rea%%y affects the satisfaction %e*e% of an e$&%oyee ,or in' in an or'ani8ation.

SCO!E OF T E STUD'

The &ro4ect co*ers the st!"y of e*a%!ation of the 4o) satisfaction of at staff ($)$( at the HARID+AR !nit of ITC In"ia Li#it$". The "e&art$ents in ,hich s!r*ey ,as con"!cte" are as fo%%o,s HUMAN RESOURCE DE.T. MAINTENANCE DUALITE ASSURANCE .RODUCTION DE.T.

The e$&%oyees of "ifferent "e&art$ents of the or'ani8ation 'a*e f!%% co7o&eration an" s!&&ort )y fran %y ans,erin' the 3!estion as &re&are" for their e*a%!ation of 4o) &erfor$ance )ase" on their f!nctions an" )eha*ior.

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COM!AN' !ROFILE
ITC is one of In"iaGs fore$ost &ri*ate sector co$&anies ,ith a $ar et ca&ita%isation of near%y US H 1B )i%%ion an" a t!rno*er of o*er US H 6.A> )i%%ion. ITC is rate" a$on' the +or%"Gs Best Bi' Co$&anies, AsiaGs G1a) >FG an" the +or%"Gs Most Re&!ta)%e Co$&anies )y 1or)es $a'a8ine, a$on' In"iaGs Most Res&ecte" Co$&anies )y B!siness+or%" an" a$on' In"iaGs Most #a%!a)%e Co$&anies )y B!siness To"ay. ITC a%so ran s a$on' In"iaGs to& 1F IMost #a%!a)%e /Co$&any0 Bran"sG, in a st!"y con"!cte" )y Bran" 1inance an" &!)%ishe" )y the Econo$ic Ti$es. ITC has a "i*ersifie" &resence in Ci'arettes, Hote%s, .a&er)oar"s = S&ecia%ty .a&ers, .ac a'in', A'ri7B!siness, .ac a'e" 1oo"s = Confectionery, Infor$ation Techno%o'y, Bran"e" A&&are%, .ersona% Care, Stationery, Safety Matches an" other 1MCJ &ro"!cts. +hi%e ITC is an o!tstan"in' $ar et %ea"er in its tra"itiona% )!sinesses of Ci'arettes, Hote%s, .a&er)oar"s, .ac a'in' an" A'ri7E<&orts, it is ra&i"%y 'ainin' $ar et share e*en in its nascent )!sinesses of .ac a'e" 1oo"s = Confectionery, Bran"e" A&&are%, .ersona% Care an" Stationery. As one of In"iaGs $ost *a%!a)%e an" res&ecte" cor&orations, ITC is ,i"e%y &ercei*e" to )e "e"icate"%y nation7oriente". Chair$an E C De*esh,ar ca%%s this so!rce of ins&iration Ka co$$it$ent )eyon" the $ar etK. In his o,n ,or"s- KITC )e%ie*es that its as&iration to create en"!rin' *a%!e for the nation &ro*i"es the $oti*e force to s!stain 'ro,in' shareho%"er *a%!e. ITC &ractices this &hi%oso&hy )y not on%y "ri*in' each of its )!sinesses to,ar"s internationa% co$&etiti*eness )!t )y a%so conscio!s%y contri)!tin' to enhancin' the co$&etiti*eness of the %ar'er *a%!e chain of ,hich it is a &art.K

ITCGs "i*ersifie" stat!s ori'inates fro$ its cor&orate strate'y ai$e" at creatin' $!%ti&%e "ri*ers of 'ro,th anchore" on its ti$e7teste" core co$&etencies- !n$atche" "istri)!tion reach, s!&erior )ran"7)!i%"in' ca&a)i%ities, effecti*e s!&&%y chain $ana'e$ent an" ac no,%e"'e" ser*ice s i%%s in hote%ierin'. O*er ti$e, the strate'ic forays into ne,

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)!sinesses are e<&ecte" to 'arner a si'nificant share of these e$er'in' hi'h7'ro,th $ar ets in In"ia. TCGs A'ri7B!siness is one of In"iaGs %ar'est e<&orters of a'ric!%t!ra% &ro"!cts. ITC is one of the co!ntryGs )i''est forei'n e<chan'e earners /US H 2.B )i%%ion in the %ast "eca"e0. The Co$&anyGs Ge7Cho!&a%G initiati*e is ena)%in' In"ian a'ric!%t!re si'nificant%y enhance its co$&etiti*eness )y e$&o,erin' In"ian far$ers thro!'h the &o,er of the Internet. This transfor$ationa% strate'y, ,hich has a%rea"y )eco$e the s!)4ect $atter of a case st!"y at Har*ar" B!siness Schoo%, is e<&ecte" to &ro'ressi*e%y create for ITC a h!'e r!ra% "istri)!tion infrastr!ct!re, si'nificant%y enhancin' the Co$&anyGs $ar etin' reach. ITCGs ,ho%%y o,ne" Infor$ation Techno%o'y s!)si"iary, ITC Infotech In"ia Li$ite", is a''ressi*e%y &!rs!in' e$er'in' o&&ort!nities in &ro*i"in' en"7to7en" IT so%!tions, inc%!"in' e7ena)%e" ser*ices an" )!siness &rocess o!tso!rcin'.

ITCGs &ro"!ction faci%ities an" hote%s ha*e ,on n!$ero!s nationa% an" internationa% a,ar"s for 3!a%ity, &ro"!cti*ity, safety an" en*iron$ent $ana'e$ent syste$s. ITC ,as the first co$&any in In"ia to *o%!ntari%y see a cor&orate 'o*ernance ratin'. ITC e$&%oys o*er 21,FFF &eo&%e at $ore than ?F %ocations across In"ia. The Co$&any contin!o!s%y en"ea*ors to enhance its ,ea%th 'eneratin' ca&a)i%ities in a '%o)a%isin' en*iron$ent to consistent%y re,ar" $ore than 5,A1,FFF shareho%"ers, f!%fi%% the as&irations of its sta eho%"ers an" $eet societa% e<&ectations. This o*er7archin' *ision of the co$&any is e<&ressi*e%y ca&t!re" in its cor&orate &ositionin' state$ent- KEn"!rin' #a%!e. .

ISTOR' AND E&OLUTION

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Co$&any ,as esta)%ishe" on 26 A!'!st,1C1F.Its )e'innin's ,ere h!$)%e. A %ease" office on Ra"ha Ba8ar Lane, 9o% ata, ,as the centre of the Co$&anyGs e<istence. The Co$&any ce%e)rate" its ITC ,as incor&orate" on A!'!st 26, 1C1F !n"er the na$e of GI$&eria% To)acco 1?th )irth"ay on A!'!st 26, 1C2?, )y &!rchasin' the &%ot of %an" sit!ate" at 5A, Cho,rin'hee, /no, rena$e" (.L. Nehr! Roa"0 9o% ata, for the s!$ of Rs 51F,FFF. This "ecision of the Co$&any ,as historic in $ore ,ays than one. It ,as to $ar the )e'innin' of a %on' an" e*entf!% 4o!rney into In"iaGs f!t!re. The Co$&anyGs hea"3!arter )!i%"in', G#ir'inia Ho!seG, ,hich ca$e !& on that &%ot of %an" t,o years %ater, ,o!%" 'o on to )eco$e one of 9o% ataGs $ost *enerate" %an"$ar s. The Co$&anyGs o,nershi& &ro'ressi*e%y In"ianise", an" the na$e of the Co$&any ,as chan'e" to I.T.C. Li$ite" in 1CA6. In reco'nition of the Co$&anyGs $!%ti7)!siness &ortfo%io enco$&assin' a ,i"e ran'e of )!sinesses 7 Ci'arettes = To)acco, Hote%s, Infor$ation Techno%o'y, .ac a'in', .a&er)oar"s = S&ecia%ty .a&ers, A'ri7E<&orts, 1oo"s, Lifesty%e Retai%in' an" Jreetin' Jiftin' = Stationery 7 the f!%% sto&s in the Co$&anyGs na$e ,ere re$o*e" effecti*e Se&te$)er 1B, 2FF1. The Co$&any no, stan"s rechristene" GITC Li$ite"G.

Tho!'h the first si< "eca"es of the Co$&anyGs e<istence ,ere &ri$ari%y "e*ote" to the 'ro,th an" conso%i"ation of the Ci*a+$tt$s an" L$af Tobacco )!sinesses, the Se*enties ,itnesse" the )e'innin's of a cor&orate transfor$ation that ,o!%" !sher in $o$ento!s chan'es in the %ife of the Co$&any.

ITCGs !ac,a*in* - !+intin* B.sin$ss ,as set !& in 1C2> as a strate'ic )ac ,ar" inte'ration for ITCGs Ci'arettes )!siness. It is to"ay In"iaGs $ost so&histicate" &ac a'in' ho!se.

In 1CA> the Co$&any %a!nche" its

ot$(s b.sin$ss ,ith the ac3!isition of a hote% in ot$( C2o(a/. The o)4ecti*e

Chennai ,hich ,as rechristene" /ITC0W$(co#*+o.1

of ITCGs entry into the hote%s )!siness ,as roote" in the conce&t of creatin' *a%!e for the nation. ITC chose the hote%s )!siness for its &otentia% to earn hi'h %e*e%s of forei'n e<chan'e, create to!ris$ infrastr!ct!re an" 'enerate %ar'e sca%e "irect an" in"irect e$&%oy$ent. Since then ITCGs Hote%s )!siness has 'ro,n to occ!&y a &osition of %ea"ershi&, ,ith o*er AF o,ne" an" $ana'e" &ro&erties s&rea" across In"ia. 15

In 1CAC, ITC entere" the !a1$+boa+"s b.sin$ss )y &ro$otin' ITC Bha"racha%a$ .a&er)oar"s Li$ite", ,hich to"ay has )eco$e the $ar et %ea"er in In"ia. Bha"racha%a$ .a&er)oar"s a$a%'a$ate" ,ith the Co$&any effecti*e March 15, 2FF2 an" )eca$e a Di*ision of the Co$&any, Bha"racha%a$ .a&er)oar"s Di*ision. In No*e$)er 2FF2, this "i*ision $er'e" ,ith the Co$&anyGs Tri)eni Tiss!es Di*ision to for$ the .a&er)oar"s = S&ecia%ty .a&ers Di*ision. ITCGs &a&er)oar"sG techno%o'y, &ro"!cti*ity, 3!a%ity an" $an!fact!rin' &rocesses are co$&ara)%e to the )est in the ,or%". It has a%so $a"e an i$$ense contri)!tion to the "e*e%o&$ent of Sara&a a, an econo$ica%%y )ac ,ar" area in the state of An"hra .ra"esh. It is "irect%y in*o%*e" in e"!cation, en*iron$enta% &rotection an" co$$!nity "e*e%o&$ent. In 2FF6, ITC ac3!ire" the &a&er)oar" $an!fact!rin' faci%ity of BILT In"!stria% .ac a'in' Co. Lt" /BI.CO0, near Coi$)atore, Ta$i% Na"!. The 9o*ai Unit a%%o,s ITC to i$&ro*e c!sto$er ser*ice ,ith re"!ce" %ea" ti$e an" a ,i"er &ro"!ct ran'e.

In 1CB>, ITC set !& S!rya To)acco Co. in Ne&a% as an In"o7Ne&a% an" British 4oint *ent!re. Since ince&tion, its shares ha*e )een he%" )y ITC, British A$erican To)acco an" *ario!s in"e&en"ent

&a&er $an!fact!rin' co$&any an" a $a4or s!&&%ier of tiss!e &a&er to the ci'arette in"!stry. The $er'e" entity ,as na$e" the Tri)eni Tiss!es shareho%"ers in Ne&a%. In A!'!st 2FF2, S!rya To)acco )eca$e a s!)si"iary of ITC Li$ite" an" its na$e ,as chan'e" to S.+3a N$1a( !+i)at$ Li#it$" /S!rya Ne&a%0.

In 1CCF, ITC ac3!ire" Tri)eni Tiss!es Li$ite", a S&ecia%ty Di*ision /TTD0. To harness strate'ic an" o&erationa% syner'ies, TTD ,as $er'e" ,ith the Bha"racha%a$ .a&er)oar"s Di*ision to for$ the !a1$+boa+"s - S1$cia(t3 !a1$+s Di)ision in No*e$)er 2FF2.

A%so in 1CCF, %e*era'in' its a'ri7so!rcin' co$&etency, ITC set !& the A*+i B.sin$ss Di)ision for e<&ort of a'ri7co$$o"ities. The Di*ision is to"ay one of In"iaGs %ar'est e<&orters. ITCGs !ni3!e an" no, ,i"e%y ac no,%e"'e" e7

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Cho!&a% initiati*e )e'an in 2FFF ,ith soya far$ers in Ma"hya .ra"esh. No, it e<ten"s to C states co*erin' o*er 6 $i%%ion far$ers. ITCGs first r!ra% $a%%, christene" GCho!&a% Saa'arG ,as ina!'!rate" in A!'!st 2FF6 at Sehore. On the r!ra% retai% front, 26 GCho!&a% Saa'arsG are no, o&eratona% in the 5 states of Ma"hya .ra"esh, Maharashtra an" Uttar .ra"esh.

In 2FFF, ITC %a!nche" a %ine of hi'h 4.a(it3 *+$$tin* ca+"s !n"er the )ran" na$e GE51+$ssionsG. In 2FF2, the &ro"!ct ran'e ,as en%ar'e",ith the intro"!ction of Gift 6+a11$+s7 A.to*+a12 boo,s an" S(a# boo,s. In the sa$e year, ITC a%so %a!nche" /E51+$ssions Mat+.b2as2a/, a *ernac!%ar ran'e of 'reetin' car"s in ei'ht %an'!a'es an" /E51+$ssions !a1$+,+aft/, a ran'e of &re$i!$ stationery &ro"!cts. In 2FF5, the co$&any ro%%e" o!t /C(ass#at$/, a ran'e of note)oo s in the schoo% stationery se'$ent

ITC a%so entere" the Lifesty%e Retai%in' )!siness ,ith the Wi((s S1o+t ran'e of internationa% 3!a%ity re%a<e" ,ear for $en an" ,o$en in 2FFF. The +i%%s Lifesty%e chain of e<c%!si*e stores %ater e<&an"e" its ran'e to inc%!"e Wi((s C(assic fo+#a( 6$a+ /2FF20 an" Wi((s C(.b(if$ $)$nin* 6$a+ /2FF50. ITC a%so initiate" a foray into the &o&!%ar se'$ent ,ith its $enGs ,ear )ran", %o2n !(a3$+s, in 2FF2. In 2FF?, +i%%s Lifesty%e )eca$e tit%e &artner of the co!ntryGs $ost &re$ier fashion e*ent 7 Wi((s Lif$st3($ In"ia Fas2ion W$$, 7 that has 'aine" reco'nition fro$ )!yers an" retai%ers as the sin'%e %ar'est B727B &%atfor$ for the 1ashion Desi'n in"!stry. To $ar the occasion, ITC %a!nche" a s&ecia% GCe%e)ration SeriesG, ta in' the e*ent for,ar" to cons!$ers. In 2FFA, the Co$&any intro"!ce" GMiss !(a3$+sG7 a fashion )ran" in the &o&!%ar se'$ent for the yo!n' ,o$an.

In 2FFF, ITC s&!n off its infor$ation techno%o'y )!siness into a ,ho%%y o,ne" s!)si"iary, ITC Infot$c2 In"ia Li#it$"7 to $ore a''ressi*e%y &!rs!e e$er'in' o&&ort!nities in this area. To"ay ITC Infotech is one of In"ia@s fastest 'ro,in' '%o)a% IT an" IT7ena)%e" ser*ices co$&anies an" has esta)%ishe" itse%f as a ey &%ayer in offshore o!tso!rcin', &ro*i"in' o!tso!rce" IT so%!tions an" ser*ices to %ea"in' '%o)a% c!sto$ers across ey foc!s *ertica%s 7

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Man!fact!rin', B1SI /Ban in', 1inancia% Ser*ices = Ins!rance0, C.J=R /Cons!$er .ac a'e" ITCGs foray into the 1oo"s )!siness is an o!tstan"in' e<a$&%e of s!ccessf!%%y )%en"in' $!%ti&%e interna% co$&etencies to create a ne, "ri*er of )!siness 'ro,th. It )e'an in A!'!st 2FF1 ,ith the intro"!ction of /8itc2$ns of In"ia/ rea"y7to7eat In"ian 'o!r$et "ishes. In 2FF2, ITC entere" the confectionery an" sta&%es se'$ents ,ith the %a!nch of the )ran"s #int0o an" Can"3#an confectionery an" Aas2i+)aa" atta /,heat f%o!r0. 2FF5 ,itnesse" the intro"!ction of S.nf$ast as the Co$&any entere" the )isc!its se'$ent. ITCGs entere" the fast 'ro,in' )ran"e" snac s cate'ory ,ith Bin*o9 in 2FFA. In 4!st si< years, the 1oo"s )!siness has 'ro,n to a si'nificant si8e ,ith o*er 2FF "ifferentiate" &ro"!cts !n"er si< "istincti*e )ran"s, ,ith an en*ia)%e "istri)!tion reach, a ra&i"%y 'ro,in' $ar et share an" a so%i" $ar et stan"in'.

2FF5 $ar e" the $anifestation of its &artnershi& ,ith the cotta'e sector. ITCGs &o&!%ar a'ar)attis )ran"s inc%!"e S1+i2a an" Man*a("$$1 across a ran'e of fra'rances %i e Rose, (as$ine, Bo!3!et, San"a%,oo", Ma"h!r, Sa$)rani an" Na'cha$&a.

ITC intro"!ce" Ess$n:a Di Wi((s, an e<c%!si*e ran'e of fine fra'rances an" )ath = )o"y care &ro"!cts for $en an" ,o$en in (!%y 2FF>. Ini:io7 the si'nat!re ran'e !n"er Ess$n:a Di Wi((s &ro*i"es a co$&rehensi*e 'roo$in' re'i$en ,ith "istinct %ines for $en /Ini:io o##$0 an" ,o$en /Ini:io F$##$0. Contin!in' ,ith its tra"ition of )rin'in' ,or%" c%ass &ro"!cts to In"ian cons!$ers the Co$&any %a!nche" GFia#a Di Wi((sG, a &re$i!$ ran'e of Sha$&oos, Sho,er Je%s an" Soa&s in Se&te$)er, Octo)er an" Dece$)er 2FFA res&ecti*e%y. The Co$&any a%so %a!nche" the GS.1$+iaG ran'e of Soa&s " an" sha$&oos in the $ass7$ar et se'$ent at se%ect $ar ets in Octo)er 2FFA an" 1e)r!ary 2FFB.

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T E ITC WA'
ITC is a )oar"7$ana'e" &rofessiona% co$&any, co$$itte" to creatin' en"!rin' *a%!e for the shareho%"er an" for the nation. It has a rich or'anisationa% c!%t!re roote" in its core *a%!es of res&ect for &eo&%e an" )e%ief in e$&o,er$ent. Its &hi%oso&hy of a%%7ro!n" *a%!e creation is )ac e" )y stron' cor&orate 'o*ernance &o%icies an" syste$s.

ITC;s co+1o+at$ st+at$*i$s a+$ :

Create $!%ti&%e "ri*ers of 'ro,th )y "e*e%o&in' a &ortfo%io of ,or%" c%ass )!sinesses that )est $atches or'anisationa% ca&a)i%ity ,ith o&&ort!nities in "o$estic an" e<&ort $ar ets. Contin!e to foc!s on the chosen &ortfo%io of 1MCJ, Hote%s, .a&er, .a&er)oar"s Techno%o'y. = .ac a'in', A'ri B!siness an" Infor$ation

Bench$ar the hea%th of each )!siness co$&rehensi*e%y across the criteria of Mar et Stan"in', .rofita)i%ity an" Interna% #ita%ity. Ens!re that each of its )!sinesses is ,or%" c%ass an" internationa%%y co$&etiti*e. Enhance the co$&etiti*e &o,er of the &ortfo%io thro!'h syner'ies "eri*e" )y )%en"in' the "i*erse s i%%s an" ca&a)i%ities resi"in' in ITC@s *ario!s )!sinesses.

COMPANY MISSION
1A

To enhance the wealth a generating capability of the enterprises in globali:ing environment, delivering superior and sustainable stakeholders value.

COM!AN' &ISION
"ustained *T(;s position as one of *ndia;s most valuable corporation through world class performance, creating growing value for the *ndian economy and the copmany;s stake holders.

TOWS MATRI<

SWOT OF ITC=

STRENG S

WEA8NESSES

1B

o&&ort!nities

Mar et e<&ansion .ro$otion A,arness Affor"a)i%ity

E$&hasi8e on &ersona% care

Threats Di*ersification Strate'ic a%%iances ,ith internationa% &%ayers

ITC !RODUCTS

1C

BINJOMAD ANJLES AASHIR#AAD SUN1EAST SA1ETE MATCHES AJRI EL.ORTS 1IAMA DI +ILLS ,the %ar'est se%%in' Sha$&oo ,ith o*er >>M $ar et share. #I#EL ULTRA ,anti "an"r!ff sha$&oos = soa&s. MINTO 1RESH,ta)%ets in co$$an" ,ith A>M $ar et share of 1reshnin' ta)%ets cate'ory MASSAJE OIL,$ar et ,ith 5>M of tota% share

2F

ITC !RODUCTS

EALT SU!!LEMENTS SUN1EAST

MINTO 1RESH #I#EL ULTRA DANDRU11 SHAM.OO

F*434 <* W*++" "=43)$$

21

S8IN CARE CLEAN = CLEAR NATURAL 1ACE .AC9 #I#EL = 1IAMA DI +ILLS BEAUTE SOA.S

OMMADE A RANJE O1 9ITCHEN CULINARE INJREDIENTS JI#INJ US GTHE TASTEO1 INDIAN

22

UMAN RESOURCE MANAGEMENT AT ITC

H!$an )ein's are the "yna$ic e%e$ents of $ana'e$ent.THE s!ccess of an enter&rise ,i%% "e&en" !&on the ca%i)er an" $oti*ation of &ersons ,or in' on it.A%% or'ani8ationa% str!ct!res re3!ire "ifferent ty&es of &eo&%e.The h!$an reso!rse $ana'e$ent refers to the &ro)%e$ of se%ectin', trainin' ,$oti*atin' an" retainin' &ersonne% in any or'ani8ation.It is concerne" ,ith recr!it$ent,trainin' an" "e*e%o&$ent of &ersonne%. A Bi' or'ani8ation re3!ires a %ar'e n!$)er of &erson e*ery year this necessitates %ocatin' of a&&ro&riate &erson ,ho can )e hire" a&art of h!$an reso!rse $a$a'e$ent is assi'ne" to &erssone% "e&art$ent.This "e&art$ent &erfor$s so$e of the staffin' f!nction on )eha%f of $ana'ers.The $ana'ers sho!%" )e in*o%*e" in &re&aration an" e<ec!tion of staffin' &o%icies so that ,hi%e incor&oratin' it they ha*e the s!&&ort of )est &ossi)%e staff.The $ana'ers sho!%" "e*ote s!fficient ti$e for h!$an reso!rse $ana'e$ent. &ALUE OF UMAN RESOURCE MANAGEMENT

25

H!$an reso!rse is the $ost i$&ortant asset of an or'ani8ation . .%annin' for h!$an reso!rses is an i$&ortant $ana'rria% f!nction . It ens!res a"e3!ate s!&&%y,&ro&er 3!antity an" 3!a%ity as ,e%% as effecti*e !ti%i8ation of h!$an reso!rces . There is 'enera%%y a shorta'e of s!ita)%e &erson . An or'ani8ation ,i%% "eter$ine its $an&o,er nee"s an" then fin" o!t the so!rces fro$ ,hich the re3!rire$ents ,i%% )e $et . If s!fficient $an&o,er is not a*ai%a)%e then $'$t ,i%%s!ffer .4o) o&&ort!nities are a*ai%a)%e in these co!ntries )!t &ro&er &ersons are not there.These co!ntries try to i$&ort s i%% fro$ other co!ntries.In or"er to $eet h!$an reso!rses nee",an or'ani8ation ,i%% ha*e to &%an in a"*ance a)o!t its re3!ire$ents an" the so!rses,etc.

CRITICAL SUCCESS FACTOR OF ITC LIMITED

1INANCIAL STRENJTH BRAND RECOJNITION EIELD MANAJEMENT SITE AND LOCATION .OSITIONINJ AND JUEST .RO1ILE DI11ERENTIAL .RICINJ

COR!ORATE GO&ERNANCE
In In"ia, the Sec!rities an" E<chan'e Boar" of In"ia /SEBI0 sti&!%ates cor&orate 'o*ernance stan"ar"s for %iste" co$&anies thro!'h the C%a!se 6C of the %istin' a'ree$ent of the stoc e<chan'es. SEBI, thro!'h circ!%ars "ate" 2Cth Octo)er, 2FF6 an" 2Cth March, 2FF>, has re*ise" the e<istin' C%a!se 6C an" has $an"ate" %iste" co$&anies to co$&%y ,ith the re*ise" C%a!se 6C)y 51st Dece$)er, 2FF>. As a Co$&any, ,hich is co$$itte" to ens!rin' 'oo" cor&orate 'o*ernance &ractices in a%% its "ea%in's, ITC has $o*e" )eyon" $ere%y $eetin' $an"ate" re'!%ations an" $a"e concerte" efforts to i$)i)e '%o)a% stan"ar"s of cor&orate 'o*ernance. In this &!rs!it, ITC has a%rea"y &!t in &%ace syste$s an" &roce"!res an" is f!%%y co$&%iant ,ith the re*ise" C%a!se 6C ,e%%

26

)efore it )eco$es $an"atory. Th!s at ITC, ,e )e%ie*e 'oo" 'o*ernance is ey to a stron' )on" of tr!st )et,een the co$&any an" a%% its sta eho%"ers.

Co+1o+at$ Go)$+nanc$ Initiati)$s

ITC has a%,ays 'one )eyon" $ere%y $eetin' $an"ate" re'!%ations an" $a"e concerte" efforts to i$)i)e '%o)a% stan"ar"s of Cor&orate Jo*ernance. The Co$&any@s so!n" 'o*ernance &ractice is e*i"ent fro$ the &resence of in"i*i"!a%s of hi'h inte'rity an" stat!re as in"e&en"ent "irectors on the Boar". The Co$&any@s infor$ation "isc%os!re stan"ar"s in ter$s of its c%ear "e$arcation of Boar" an" $ana'e$ent@s res&onsi)i%ities, c%ear res&onsi)i%ities of the Chair$an an" CEO, Re$!neration &o%icy, financia% &erfor$ance, o,nershi& &attern, shareho%"ers ri'hts an" Boar" $e$)ershi& criteria tra*erses a %on' ,ay in esta)%ishin' ITC co$$it$ent to,ar"s 'oo" Cor&orate Jo*ernance.

Se%ecte" a$on'st 6,FFF co$&anies e*a%!ate" this year for this a,ar" A,ar" reco'ni8es ITC %ea"ershi& effort an" initiati*es in &racticin' 'oo" 'o*ernance

2>

ABOUT %OB SATISFACTION D$finitions of %ob Satisfaction

(o) satisfaction has )een "efine" as a &%eas!ra)%e e$otiona% state res!%tin' fro$ the a&&raisa% of one@s 4o) an affecti*e reaction to one@s 4o)

an" an attit!"e to,ar"s one@s 4o)

(o) satisfaction is an attit!"e )!t &oints o!t that researchers sho!%" c%ear%y "istin'!ish the o)4ects of co'niti*e e*a%!ation ,hich are affect /e$otion0, )e%iefs an" )eha*io!rs.

>T2$ 1($as.+$ "$+i)$" f+o# a job 6$(( "on$7 f+o# ,no6in* t2at 62at 3o. "o is a11+$ciat$"7 )a(.ab($ to so#$on$;. In ?@A?0 !a+,$+ an" 8($$#$i+ obs$+)$"= Mana'e$ent has at %on' %ast "isco*ere" that there is 'reater &ro"!ction an" hence 'reater &rofit, ,hen ,or ers are satisfie" ,ith their 4o).

2?

%ob Satisfaction

(o) satisfaction is in re'ar" to one@s fee%in's or state of $in" re'ar"in' the nat!re of their ,or . (o) satisfaction can )e inf%!ence" )y a *ariety of factors, $.*. the 3!a%ity of one@s re%ationshi& ,ith their s!&er*isor, the 3!a%ity of &hysica% en*iron$ent in ,hich they ,or , "e'ree of f!%fi%%$ent in their ,or etc.

The ha&&ier &eo&%e are ,ithin their 4o), the $ore satisfie" they are sai" to )e. (o) satisfaction is not the sa$e as $oti*ation, a%tho!'h it is c%ear%y %in e". (o) "esi'n ai$s to enhance 4o) satisfaction an" &erfor$anceN $etho"s inc%!"e 4o) rotation, 4o) en%ar'e$ent an" 4o) enrich$ent. Other inf%!ences on satisfaction inc%!"e the $ana'e$ent sty%e an" c!%t!re, e$&%oyee in*o%*e$ent, e$&o,er$ent an" a!tono$o!s ,or 'ro!&s. (o) satisfaction is a *ery i$&ortant attri)!te ,hich is fre3!ent%y $eas!re" )y or'ani8ations. The $ost co$$on ,ay of $eas!re$ent is the !se of ratin' sca%es ,here e$&%oyees re&ort their reactions to their 4o)s. D!estions re%ate to rate of &ay, ,or res&onsi)i%ities, *ariety of tas s, &ro$otiona% o&&ort!nities the ,or itse%f an" co7,or ers. So$e 3!estioners as yes or no 3!estions ,hi%e others as to rate satisfaction on 17> sca%e /,here 1 re&resents Knot at a%% satisfie"K an" > re&resents Ke<tre$e%y satisfie"K0.

2A

DETERMINANTS OF %OB SATISFACTION

S.1$+)ision= It is one of the $ost i$&ortant factors in (o) Satisfaction. E$&%oyee oriente" or consi"erate s!&er*isors ,ho ta e &ersona% interest in their s!)or"inates = "is&%ay frien"shi&, $!t!a% tr!st, res&ect an" ,ar$th, ha*e )een fo!n" to ha*e s!)or"inates ,ho are re%ati*e%y $ore satisfie" ,ith their 4o). T2$ Wo+, G+o.1= .eo&%e see satisfaction of their socia% = &sycho%o'ica% nee"s in interaction ,ith others in a 'ro!& sit!ation. Iso%ate" ,or ers "is%i e their 4o)s. %ob Cont$nt= HEROBERJ ho%" the *ie, that 4o) content factors s!ch as achie*e$ent, reco'nition, a"*ance$ent, res&onsi)i%ity = the ,or itse%f ten" to

&ro*i"e satisfaction )!t there a)sences "oesn@t ten" to create "issatisfaction. Occ.1ationa( L$)$(= A %ar'e n!$)er of research st!"ies ha*e sho,n that there is a &ositi*e re%ationshi& )et,een the %e*e% or hierarchica% stat!s of a &erson an" his 4o) satisfaction. S1$cia(i:ation= S&ecia%i8ation has no "o!)t res!%te" in 'reater efficiency, )!t it has a%so contri)!te" to "issatisfaction, re&etiti*eness of the tas is fo!n" to )e )orin' an" $onotono!s )y ,or ers. P+or ers ,ho carrie" o!t a n!$)er of o&erations e<&resse" satisfaction ,ith their 4o)@ ; sai" +AL9ER = JUEST. A*$= +or ers in the a"*ance" a'e 'ro!& ten" to fee% $ore satisfie" ,ith their 4o) )eca!se they ha*e a"4!ste" ,ith their 4o) con"ition )!t yo!n'er ,or ersN ten" to fee% "issatisfaction ,ith their 4o) con"itions )eca!se they ha*e hi'h a$)itions a)o!t their carrier a"*ance$ent.

2B

%OB SATISFACTION - !RODUCTI&IT'

It ,as )e%ie*e" for a %on' ti$e, &artic!%ar%y )y h!$an re%ations e<&erts, that satisfie", ,or ers ,ere &ro"!cti*e ,or ers, )!t %ater researchers so!n"s it to )e a $yth. No "o!)t so$e st!"ies ha*e re&orte" &ositi*e corre%ation )et,een satisfaction = &ro"!cti*ity )!t these are often not statistica%%y si'nificant. BAE1IELD = CROC9ETT conc%!"e" fro$ a re*ie, of a n!$)er of research st!"ies that 4o) satisfaction "i" not necessari%y i$&%y hi'h &erfor$ance an" that :&ro"!ction $ay )e on%y &eri&hera%%y re%ate" to $any of the 'oa%s to,ar"s ,hich the in"!stria% ,or er $ay )e stri*in'Q.

R$(ations2i1 b$t6$$n satisfaction - 1+o".cti)it3 is *ery co$&%e<. There are fo!r

&ossi)%e re%ationshi&so i*2 Satisfaction - Lo6 !+o".cti)it3= Hi'h%y satisfie" ,or ers $ay t!rn o!t to )e %o, in &ro"!cti*ity, if $ana'e$ent is intereste" on%y in : ee&in' the e$&%oyees ha&&yQ, an" not "e$an"in' of hi'h &ro"!cti*ity. 1. i*2 Satisfaction i*2 !+o".cti)it3= It e<ists ,hen s!&er*isor is )oth e$&%oyee

oriente" as ,e%% as tas oriente". He tries his )est to he%& his e$&%oyees in the f!%fi%%$ent of their socia% = &sycho%o'ica% nee"s. o Lo6 Satisfaction - Lo6 !+o".cti)it3= It occ!rs ,hen the s!&er*isor is P%aisse8 faire@ ty&e. He neither ta es care of e$&%oyees nee"s not of &ro"!ction. o Lo6 Satisfaction i*2 !+o".cti)it3= It $ay )e fo!n" to e<ists to'ether ,here a

hi'h%y tas oriente" an" coerci*e s!&er*isor !ses scientific $ana'e$ent techni3!es to &!sh !& &ro"!ction ,itho!t any re'ar" to e$&%oyee nee"s an" fee%in's.

2C

W2at t2$ job off$+s to t2$ $#1(o3$$.

%ob MATC Satisfaction EES NO

&o(.nta+3 R$si*nation

E#1(o3$$ &ocationa( N$$"s

E#1(o3$$ %ob Satisfaction0 A Conc$1t.a( Mo"$(

5F

D$t$+#inin* E#1(o3$$ %ob Satisfaction

The s!ccess of no,%e"'e transfer an" no,%e"'e sharin' re%ies on e$&%oyee 4o) satisfaction an" the sta)i%ity of the ,or &%ace. (o) satisfaction can )e "eri*e" fro$ the "e'ree of $atch )et,een an e$&%oyee@s *ocationa% nee"s an" the re3!ire$ents of the 4o). So$e ey *ocationa% nee"s

Le*e% of Achie*e$ent A)i%ity !ti%i8ation A"*ance$ent Le*e% of Acti*ity A!thority Le*e% of Creati*ity Co$&ensation In"e&en"ence Mora% #a%!es Le*e% of res&onsi)i%ity Reco'nition Stat!s (o) Sec!rity S!&er*ision /h!$an re%ations0 S!&er*ision /technica%0 #ariety

51

Con"itions of +or

A %ob D$si*n fo+ E#1(o3$$ %ob Satisfaction

A 4o) consists of fo%%o,in' thin's in or"er to satisfy the e$&%oyee fro$ hisRher 4o)-7

E<&erience *ariety in the tas to a*oi" )ore"o$. Is 'i*en res&onsi)i%ity to s!it his a)i%ity. Has an o&&ort!nity to "is&%ay his s i%%s. Jet a chance to "e*e%o& a sense of acco$&%ish$ent an" se%f 'ro,th. Has an o&&ort!nity to contro% the ,or . Is a)%e to &artici&ate in &ro)%e$ so%*in' an" "ecision $a in'. Has an o&&ort!nity to %earn ne, s i%%s an" to 'ro, an" "e*e%o& ,ith the or'ani8ation. .ro&er techno%o'y for "oin' the ,or $!st )e &ro*i"e" to the e$&%oyee.

Measuring Job satisfaction

There are $any $etho"s for $eas!rin' 4o) satisfaction. By far, the $ost co$$on $etho" for co%%ectin' "ata re'ar"in' 4o) satisfaction is the Li,$+t sca($ /na$e" after Rensis Li ert0. Other %ess co$$on $etho"s of for 'a!'in' 4o) satisfaction inc%!"e EesRNo 3!estions Tr!eR1a%se 3!estions

52

.oint syste$s

Chec %ists

1orce" choice ans,ers.

The %ob D$sc+i1ti)$ In"$5 /(DI0, create" )y :S$ith, 9en"a%%, = H!%inQ /1C?C0, is a s&ecific 3!estionnaire of 4o) satisfaction that has )een ,i"e%y !se". It $eas!res one@s satisfaction in fi*e facets.ay .ro$otions an" &ro$otion o&&ort!nities

Co,or ers

S!&er*ision

+or

The sca%e is si$&%e, &artici&ants ans,er either yes, no, or can@t "eci"e /in"icate" )y PS@0 in res&onse to ,hether 'i*en state$ents acc!rate%y "escri)e one@s 4o). The %ob in G$n$+a( In"$5 is an o*era%% $eas!re$ent of 4o) satisfaction. It is an i$&ro*e$ent to the (o) Descri&ti*e In"e< )eca!se the (DI foc!ses too $!ch on in"i*i"!a% facets an" not eno!'h on ,or satisfaction in 'enera%. Other 4o) satisfaction 3!estionnaires inc%!"e-

55

o The Minn$sota Satisfaction B.$stionnai+$ /MSD0 $eas!res 4o) satisfaction in 2F facets an" has a %on' for$ ,ith 1FF 3!estions /fi*e ite$s fro$ each facet0 an" a short for$ ,ith 2F 3!estions /one ite$ fro$ each facet0. o T2$ %ob Satisfaction S.+)$3 /(SS0 is a 5? ite$ 3!estionnaire that $eas!res nine facets of 4o) satisfaction. T2$ Fac$s Sca($ of 4o) satisfaction, one of the first sca%es !se" ,i"e%y, $eas!re" o*era%% 4o) satisfaction ,ith 4!st one ite$ ,hich &artici&ants res&on" to )y

In"icato+s of %ob Dissatisfaction

There are *ario!s in"icators ,hich ref%ect that the e$&%oyee is "issatisfie" fro$ the 4o), an" $ana'e$ent or the s!&erior $!st chec these in or"er to reco'ni8e the &ro)%e$ of that e$&%oyee an" try to so%*e it o!t in or"er to create satisfaction, ,hich is )eneficia% for )oth e$&%oyee as ,e%% as the or'ani8ation. So$e of these in"icators are-7

La)o!r t!rno*er A)senteeis$ Loiterin' = I"%in' See in' a transfer Lo, Mora%e 1r!stration Hi'her error rate than antici&ate" Lo, &erfor$ance Ba" )eha*io!r 56

 Un"!e interest in co$&%aints a)o!t sa%ary = o&&ort!nity for career "e*e%o&$ent. Try to a*oi" acce&tin' ne, ,or Ba" co$$!nication ,ith s!)or"inates

5>

I#1+o)$ E#1(o3$$s; %ob Satisfaction

1%e<i)%e ,or ho!rs arenGt the on%y ,ay to increase e$&%oyee satisfaction. Here are so$e other ste&s yo! can ta e to )oost yo!r ,or ersG %oya%ty an" "e"ication ,hi%e re"!cin' t!rno*er

!+o)i"$ $#1(o3$$s 6it2 +$s1onsibi(it30an" t2$n ($t t2$# .s$ it. Most s!r*eys sho, that the 'reatest so!rce of e$&%oyee &ri"e an" satisfaction is the fee%in' of acco$&%ish$ent that co$es fro$ ha*in'7an" e<ercisin'7res&onsi)i%ity. Eet $any )!siness o,ners, cons!$e" )y fears of a shrin in' )otto$ %ine, ha*e t!rne" $icro$ana'e$ent into an art for$. Unfort!nate%y, fe, thin's e$&%oyers "o ca!se $ore e$&%oyee "issatisfaction. HereGs the rea% )otto$ %ine- If yo! canGt tr!st yo!r e$&%oyees to )e a)%e to thin an" act on their o,n, yo! &ro)a)%y sho!%"nGt ha*e hire" the$ in the first &%ace.

S2o6 +$s1$ct. 1r!strate" )y a fa%terin' econo$y, "i$inishin' $ar ets an" $e""%in' in*estors, $any )!siness o,ners %oo c%ose to ho$e for so$eone to )%a$e7a%% too often, thatGs their o,n e$&%oyees. The res!%tS A 'ro,in' n!$)er of e$&%oyees fee% %i e theyGre )ein' *ie,e" as the ene$y, not as %oya% &artners. Its %itt%e ,on"er so $any e$&%oyees see$ rea"y to 4!$& shi& at the first si'n of o&&ort!nity. On the other han", co$&anies that tr!%y *a%!e their e$&%oyees earn $ore than 'ratit!"e7they ,in enhance" "e"ication an" &ro"!cti*ity as ,e%%. So )e s!re to sho, yo!r e$&%oyees ho, $!ch yo! res&ect an" *a%!e the$7te%% the$ ho, $!ch yo! a&&reciate the$,

5?

thro, the$ a &i88a &arty, reco'ni8e an e$&%oyee of the $onth, "o anythin' yo! can to sho, the$ ho, $!ch yo! care. R$co*ni:$ t2$ 62o($ 1$+son. E$&%oyees are $ore than C7to7> ro)ots ,ho t!rn off at ni'ht an" canGt ,ait !nti% the startin' )e%% rin's the ne<t $ornin'. A%% ,or ers ha*e %i*es, interests, an" frien"s an" fa$i%y o!tsi"e the office7an" $ost are constant%y str!''%in' to )a%ance increasin'%y hectic sche"!%es. +hi%e co$&anies canGt sacrifice !n"!%y to the ,hi$s of a sin'%e in"i*i"!a%, $a in'

concessions ,here &ossi)%e7a%%o,in' a %on' %!nch )rea to atten" a chi%"Gs schoo% e*ent, for instance, or &er$ittin' a sa%es e<ec!ti*e to f%y o!t on Mon"ay $ornin' instea" of S!n"ay ni'ht7can &ay h!'e "i*i"en"s in the %on' r!n.

Ma+, o.t a c($a+ 1at2 to *+o6t2. So$e e$&%oyees are content to re$ain ,here they are in an or'ani8ation, )!t $ost ,ant to 'ro, in their careers o*er ti$e. B!siness o,ners ,ho ,ish to increase e$&%oyee satisfaction ten" to %oo &ast for$a%ities an" esta)%ish 'en!ine 'ro,th &aths for a%% their e$&%oyees, not 4!st their senior e<ec!ti*es.

FI&E TI!S FOR IM!RO&ING T E EM!LO'EE %OB SATISFACTION

B!i%" e$&%oyees@ co$&etence an" se%f7confi"ence thro!'h trainin', fee")ac an" reco'nition. KThere is a *ery c%ose re%ationshi& )et,een hi'h 4o) satisfaction an" fee%in's of effecti*eness on the 4o),K says Dr. Lo$2+. KEnco!ra'e$ent of 'en!ine se%f7confi"ence is &ro)a)%y the n!$)er one ,ay to achie*e hi'her 4o) satisfaction.K

5A

 Co$$!nicate the *a%!e of the or'ani8ation@s &ro"!cts an" ser*ices, an" the ro%e the or'ani8ation &%ays in the $ar et&%aces ,here it o&erates. K.eo&%e ,ith hi'h 4o) satisfaction a%so re&ort an e<traor"inari%y hi'h sense of $ission, *ision an" &assion for their ,or ,K says Lo$2+. KThey fee% their ,or is consistent ,ith their *a%!es. They co!%"n@t achie*e that fee%in' if their e$&%oyers "i"n@t ena)%e the$ to 'et $eanin'f!% insi'ht a)o!t the *a%!e they &ro*i"e to c!sto$ers.K

Enco!ra'e an" re,ar" tho!'htf!% ris 7ta in'. K.eo&%e ,ith hi'h 4o) satisfaction a%so score hi'h on the "esire to try no*e% a&&roaches, face cha%%en'es an" &erfor$ &ro)%e$7so%*in' )oth in"i*i"!a%%y an" in 'ro!&s,K says Lo$2+. KThey a&&ear to ha*e an a&&etite for $ission7"ri*en chan'e. They a%so rate the$se%*es *ery hi'h on &erse*erance.K Enco!ra'e &ositi*e ,or &%ace re%ations. K.eo&%e ,ho are hi'h%y satisfie" in their 4o)s re&ort 'oo" fee%in's a)o!t their )osses, &eers an" co,or ers,K says Lo$2+. KTheir fee%in's of o&&ort!nity are e%e*ate", an" they &ercei*e a %o, hass%e7factor.K

Enco!ra'e $eanin'f!% rest )rea s an" %i'ht "i*ersion. KHi'h 4o) satisfaction corre%ates stron'%y ,ith the fee%in' of ha*in' f!n at ,or ,K says Dr. Lo$2+. KHi'h%y satisfie" in"i*i"!a%s a%so re&ort that they fin" it easy to ,a e in the $ornin', an" that their s%ee& is "ee& an" restf!%.K He a""s- KThis is consistent ,ith o!r thirty years of research on ,or%"7c%ass ath%etes. To& &erfor$ers in e*ery fie%" no, ho, to enhance &erfor$ance thro!'h rest an" reco*ery.K

5B

W2at Can Mana*$+s Do fo+ $#1(o3$$ %ob Satisfaction

0 1irst tas is to $5a#in$ 2isC2$+ b$(i$fs ; is heRshe a C, C $ana'er, >, > or 1, 1S +hat is hisRher ro%e ,ith re'ar" to co$&any 'oa%s an" e$&%oyeesG ,e%fareS Does heRshe no, ,hat $oti*ates hi$RherS Then heRshe can )e'in to assess ,hat $ay $oti*ate hisRher staff 7 re$e$)erin' that it ,i%% *ary fro$ one to another, an" ti$e to ti$e. 0 Ma e s!re there is f+$$ f(o6in* co##.nication in a%% "irections an" that the co$$!nications are !n"erstoo". 0 A&art fro$ the re3!ire$ents of 6o+,1(ac$ 2$a(t2 an" saf$t3 Thy'iene factorsU, $a e s!re that a%% staff are a"$4.at$(3 t+ain$" fo+ t2$i+ jobs an" no, that they can )e t+ain$" fo+ t2$ n$5t job. 7 &a+3 a11+oac2$s7 )a+3 t2$ 6o+,7 s2a+$ *oa(s7 an" 1+o)i"$ a)$n.$s fo+ a")anc$#$nt . A%%ocate ,or ro%es effecti*e%y, %ea" fro$ in front. .ro*i"in' 4o) satisfaction an"

enco!ra'in' $oti*ation are a$on'st the $ana'erGs $ost "iffic!%t tas s.

%OB SATISFACTION MODEL FOR RETENTION

The f!n"a$enta% reason that e$&%oyees %ea*e or'anisations is that they are not satisfie". Their "issatisfaction co!%" occ!r on $any %e*e%s. M!ch &!)%ishe" research on t!rno*er in"icates that $oney is often NOT the $ost i$&ortant reason. E$&%oyees %ea*e for other reasons s!ch as career 'ro,th an" "e*e%o&$ent, or a chan'e in %ife circ!$stances, or factors %i e that.

5C

It@s han"y to thin of the reasons for "issatisfaction in ter$s of 1.s2 facto+s /thin's that $a e e$&%oyees $ore "issatisfie"0 an" 1.(( facto+s /thin's that $a e e$&%oyees $ore satisfie"0. These factors are sho,in' the %e*e% of satisfaction as ,e%% as "issatisfaction of e$&%oyees ,or in' in an or'ani8ation. The factors that are 'oin' to $a e so$e MORE "issatisfie" are thin's %i e

&oor &ay &oor co$&ensation &oor ,or con"itions %ac of &ro$otions &oor )enefits offerin' %ac of 4o) sec!rity

The factors that $a e an e$&%oyee MORE satisfie" are thin's %i e

'oo" %ea"ershi& in the or'anisation 'oo" re%ationshi& ,ith their $ana'er reco'nition for their achie*e$ents /not necessari%y $onetary reco'nition0 a"*ance$ent in their careers &ersona% 'ro,th an" "e*e%o&$ent fee")ac an" s!&&ort /$eanin'f!% fee")ac , not 4!st na e" criticis$0 c%ear "irection an" o)4ecti*es

6F

So there is a %ot that can )e "one on the &ositi*e si"e to increase satisfaction. Nat!ra%%y, there are of co!rse $any o&&ort!nities on this si"e of the ho!se ,here a 'oo" ta%ent $ana'e$ent so%!tion can he%& thin's a%on'.

Factors leading to Dissatisfaction E#1(o3$$ Dissatisfaction

F.(fi((#$nt Co##it#$nt En*a*$#$nt

Factors leading to Satisfaction E#1(o3$$ Satisfaction

!oo+ !a3 !oo+ Wo+, con"itions !oo+ Co#1$nsation Lac, of 1+o#otion !oo+ b$n$fits off$+in* Lac, of job s$c.+it3

Goo" ($a"$+s2i1 1+actic$s Goo" #ana*$+ +$(ations2i1 A")anc$#$nt !$+sona( *+o6t2 F$$"bac, - s.11o+t C($a+ "i+$ction - obj$cti)$s

%OB SATISFACTION MODEL FOR RETENTION

61

%OB SATISFACTION IN ITC

(o) satisfaction of e$&%oyees $eans a %ot for the $ana'e$ent of ITC. They "ea% ,ith each = e*ery as&ect ,hich can satisfy their e$&%oyees. Accor"in' to the$ H!$an Reso!rce is the $ost i$&ortant &art of any or'ani8ation, an" it is *ery necessary for the or'ani8ation to ee& their e$&%oyees ha&&y in or"er to achie*e the or'ani8ationa% s!ccess = 'oa%.E$&%oyee satisfaction )ein' a *ery i$&ortant &art of their i"eo%o'y, the 'ro!& is sensiti*e to the re3!ire$ents of its 'reatest asset an" co$$itte" to ens!re !t$ost satisfaction an" *a%!e for their har" ,or an" "e"ication. This is the reason that ITC en4oys faithf!% an" 'oo"

e$&%oyees fore*er. E$&%oyee satisfaction is rea%%y *ery i$&ortant an" that@s ,hy ITC &ro*i"es "ifferent )enefits, 'oo" sa%ary &ac a'e, ,or in' con"itions, s!ita)%e ti$e, initiati*e an" res&onsi)i%ity etc. to their e$&%oyees in or"er to attain $a<i$!$ (o) Satisfaction of e$&%oyees.

FACILITIES !RO&IDED B' ITCTO T EIR EM!LO'EES FOR %OB SATISFACTION

Trainin' = "e*e%o&$ent Trans&ortation 1aci%ity Me"ica% 1aci%ity Joo" co$$!nication = Beha*io!r ,ith their E$&%oyees Co$$!nication 1aci%ity

62

Ho!se Rent A%%o,ance Canteen 1aci%ity Rest roo$ S!ita)%e ,or in' ho!rs +e%fare 1aci%ities Sa%ary .ro*i"ent 1!n" Jrat!ity E$&%oyee State Ins!rance Other

T+ainin* - D$)$(o1#$nt= Trainin' is the &rocess of %earnin' in a se3!ence of

&ro'ra$$e" )eha*ior. It is a&&%ication of no,%e"'e. It 'i*es &eo&%e an a,areness of the r!%es = &roce"!res to '!i"e their )eha*ior. It atte$&ts to i$&ro*e their &erfor$ance on the c!rrent 4o) or &re&are the$ for an inten"e" 4o). De*e%o&$ent is a re%ate" &rocess. It co*ers not on%y those acti*ities ,hich i$&ro*e 4o) &erfor$ance )!t a%so ,hich )rin' a)o!t 'ro,th of &ersona%ity, he%& in"i*i"!a%s in the &ro'ress to,ar"s $at!rity an" the act!a%i8ation of their &otentia% ca&acities.

65

ITC &ro*i"es re'!%ar trainin' an" i$&%e$ents "ifferent e$&%oyee "e*e%o&$ent &ro'ra$$es for increasin' e$&%oyees satisfaction as ,e%% as confi"ence. It a%so $aintains the no,%e"'ea)%e an" *a%!a)%e ,or force.

T+ans1o+tation Faci(it3= ITC &ro*i"es trans&ortation faci%ity to their e$&%oyees in

or"er to &ro*i"e the$ ease an" co$fort to reach the ,or &%ace ti$e%y an" co$forta)%y.

M$"ica( Faci(it3= If there is any acci"ent in ITC ,ith their e$&%oyees or ,or ers, ITC
&ro*i"es $e"ica% faci%ity to the$. Unfort!nate%y, if any &erson "ie", then ITC &ro*i"es a 'oo" co$&ensation to the fa$i%y of that &erson, an" &ro*i"es e"!cation faci%ity to the chi%"ren of that e$&%oyee.

Goo" Co##.nication - B$2a)io.+ 6it2 $#1(o3$$s= Mana'e$ent no,s ho, to

treat the ,or force an" ho, to $a e the$ ha&&y. There is free f%o,in' co$$!nication an" 'oo" )eha*ior ,ith the e$&%oyees in or"er to 'i*e the$ res&ect an" $aintain their "i'nity.

Co##.nication Faci(it3= ITC &ro*i"es ce%% &hones to their senior e$&%oyees to satisfy
the$ an" for $a in' ca%%s re%ate" to ,or an" so$e &ersona% as ,e%%.

o.s$ R$nt A((o6anc$= An a%%o,ance 'rante" to an e$&%oyee )y his e$&%oyer to $eet

the e<&en"it!re inc!rre" on &ay$ent of rent in res&ect of resi"entia% acco$$o"ation occ!&ie" )y hi$. ITC &ro*i"es HRA to the e$&%oyees.

Cant$$n= There is canteen faci%ity in ITC for the e$&%oyees, ,here they can ha*e %!nch, if
it is not &ossi)%e for the$ to carry it fro$ ho$e.

66

R$st Roo#= If any e$&%oyee is not fee%in' ,e%% "!rin' ,or in' ho!rs, heRshe can ta e
&ro&er rest an" can 4oin ,or after so$eti$e.

S.itab($ Wo+,in*

o.+s= ITC is ,e%% no,n for satisfactory e$&%oyees an" the $ain

reason is that the e$&%oyees are as e" to 4oin the 4o) in the ho!rs ,hich is $ost s!ita)%e for the$, )!t the choices are 'i*en )y e$&%oyers on%y.

W$(fa+$ Faci(iti$s= There are "ifferent faci%ities &ro*i"e" )y ITC to their e$&%oyees an"
their fa$i%y %i e e"!cation faci%ity for chi%"ren, &icnic arran'e" for the ,ho%e fa$i%y, free "inner for the fa$i%y $e$)ers etc.

Sa(a+3= Sa%ary &ro*i"e" )y ITC is a%,ays on ti$e an" accor"in' to the 4o). One $ain thin'
,hich is a%so consi"ere" is the &erfor$ance of the e$&%oyee an" the &ro$otion "e&en"s on the &erfor$ance a&&raisa% $a"e )y the e$&%oyer.

R$co*nition= Each an" e*ery e$&%oyee is reco'ni8e" in ITC )y his na$e. .ro&er
reco'nition an" res&ect is &ro*i"e" to the e$&%oyees for &rotectin' their se%f estee$.

!+o)i"$nt F.n"= The ,or" P.ro*i"ent@ $eans to &ro*i"e for the f!t!re, hence this f!n" is
to &ro*i"e for the f!t!re. This f!n" is cre"ite" )y an acco!nt "e"!cte" fro$ the sa%ary of the e$&%oyee e*ery $onth at a certain rate an" the e$&%oyer a%so $a es his o,n contri)!tion to this f!n". +hen an e$&%oyee retires fro$ his ser*ice, he recei*es this a$o!nt in %!$&7s!$ a%on' ,ith interest on it an" is a 'reat he%& to hi$ at that ti$e.

G+at.it3= Jrat!ity sha%% )e &aya)%e to an e$&%oyee on the ter$ination of his e$&%oy$ent

after he has ren"ere" contin!o!s ser*ice for not %ess than fi*e years. 6>

E#1(o3$$ Stat$ Ins.+anc$= To &ro*i"e for certain )enefits to E$&%oyees in case of

sic ness, $aternity an" e$&%oy$ent in4!ry an" to $a e &ro*isions for re%ate" $atters.

M$as.+$#$nt of %ob Satisfaction in ITC

There are t,o ,ays of ana%y8in' ,hether the e$&%oyees are satisfie" ,ith their 4o) or not. Theses t,o ,ays are the on%y an" accor"in' to ITC, are the )est ,ays of chec in' the %e*e% of (o) Satisfaction a$on'st e$&%oyees. The t,o ,ays are-7

M$as.+$#$nt of T.+no)$+= This $eans that in ITC t!rno*er &%ays an i$&ortant ro%e in ana%y8in' the %e*e% of 4o) satisfaction. If the tar'et t!rno*er has )een achie*e" "!rin' the year, e$&%oyers fee% that the e$&%oyees are satisfie" that@s ,hy they are "oin' as e<&ecte". This is their ass!$&tion that if co$&any achie*esits tar'et t!rno*er then the e$&%oyees are satisfie".

!$+fo+#anc$ A11+aisa(= It is the techni3!e of ana%y8in' the &erfor$ance of the e$&%oyees "!rin' the year. If the &erfor$ance is satisfactory or say 'oo" then co$&any thin s that the &eo&%e are satisfie" ,ith their 4o)s other,ise there is so$e &ro)%e$ ,ith the$ re'ar"in' 4o) or &ersona%.

The $a4or )asis of ana%y8in' the %e*e% of satisfaction is TURNO#ER on%y.

6?

LITERATURE RE&IEW OF %OB SATISFACTION

%ob satisfaction a#on* n.+s$s= A (it$+at.+$ +$)i$6.

1%orence Ni'htin'a%e Schoo% of N!rsin' an" Mi",ifery, 9in'Gs Co%%e'e Lon"on, (a$es C%er Ma<,e%% B!i%"in', >A +ater%oo Roa", Lon"on SE1 B+A, En'%an", U9. hon'.%!V c%.ac.! The c!rrent n!rsin' shorta'e an" hi'h t!rno*er is of 'reat concern in $any co!ntries )eca!se of its i$&act !&on the efficiency an" effecti*eness of any hea%th7care "e%i*ery syste$. Recr!it$ent an" retention of n!rses are &ersistent &ro)%e$s associate" ,ith 4o) satisfaction. This &a&er ana%yses the 'ro,in' %iterat!re re%atin' to 4o) satisfaction a$on' n!rses an" conc%!"es that $ore research is re3!ire" to !n"erstan" the re%ati*e i$&ortance of the $any i"entifie" factors to 4o) satisfaction. It is ar'!e" that the a)sence of a ro)!st ca!sa% $o"e% incor&oratin' or'ani8ationa%, &rofessiona% an" &ersona% *aria)%es is !n"er$inin' the "e*e%o&$ent of inter*entions to i$&ro*e n!rse retention.

6A

LITERATURE RE&IEW AND

JOB SATISFACTION

'!OT ESES

Historica%%y, $ana'e$ent theory /Ar'yris 1C>AN Bennis 1C??N Her8)er' 1C??, 1C?BN Li ert 1C?AN Mas%o, 1C>60 has e$&hasi8e" the i$&ortance of coor"inatin' the or'ani8ation7h!$an re%ationshi& to enhance &ro"!cti*ity an" "e*e%o& h!$an ca&ita%. 1oc!sin' on h!$an $oti*ation an" its i$&act on 4o) satisfaction an" &ro"!cti*ity, scho%ars ha*e con"!cte" research on &artici&ati*e $ana'e$ent an" e$&o,er$ent /Dr!c er 1C>6, 1CA6N Li ert 1C?AN S&reit8er, 9i8i%os, an" Nason 1CCAN O!chi 1CB1N .asca%e an" Athos 1CB10. .artici&ation is a &rocess in ,hich inf%!ence is share" a$on' in"i*i"!a%s ,ho are other,ise hierarchica% !ne3!a%s /Loc e an" Sch,ei'er 1CACN +a'ner 1CC60. .artici&atory $ana'e$ent &ractices )a%ance the in*o%*e$ent of $ana'ers an" their s!)or"inates in infor$ation7&rocessin', "ecision7$a in', or &ro)%e$7so%*in' en"ea*ors /+a'ner 1CC60. In %ine ,ith the research on &artici&ati*e $ana'e$ent, &artici&ati*e "ecision $a in' has )een e$&hasi8e" in re%ation to 4o) satisfaction /Cotton et a%. 1CBBN Macy, .eterson, an" Norton 1CBC0. Se*era% st!"ies ha*e "e$onstrate" that &artici&ati*e "ecision $a in' can )e )eneficia% to ,or ersG $enta% hea%th an" 4o) satisfaction /S&ector 1CB?N Mi%%er an" Mon'e 1CB?N 1isher 1CBC0. Danie%s an" Bai%ey /1CCC0, ho,e*er, ar'!e the e*i"ence re'ar"in' the i$&act of &artici&ati*e "ecision $a in' on 4o) satisfaction has not )een consistent. The re%ationshi& )et,een &artici&ati*e "ecision $a in' an" 4o) satisfaction co!%" )e non%inear an" contin'ent on in"i*i"!a% an" sit!ationa% *aria)%es /Cotton 1CC5, 1CC>N Danie%s an" J!&&y 1CC60. On the other han", S&reit8er, 9i8i%os, an" Nason /1CCA0 ar'!e that the notion of e$&o,er$ent is "eri*e" fro$ theories of &artici&ati*e $ana'e$ent an" e$&%oyee in*o%*e$ent. Accor"in' to these a!thors, the )asic ass!$&tion of &artici&ati*e $ana'e$ent is that sharin' $ana'ersG "ecision7$a in' &o,er ,ith e$&%oyees ,i%% enhance &erfor$ance an" ,or satisfaction. They $aintain that the $ain iss!es of the 3!a%ity7of7%ife $o*e$ent are enhancin' e$&%oyee satisfaction, i$&ro*in' intrinsic $oti*ation, an" he%&in' e$&%oyees to fee% 'oo" a)o!t their ,or an" 4o)s. Therefore, 4o) satisfaction ,as one of the ear%iest antici&ate" o!tco$es of e$&o,er$ent. 6B

Many $ana'ers, !nion %ea"ers, an" scho%ars share the )e%ief that &artici&ati*e $ana'e$ent &ractices ha*e s!)stantia% &ositi*e effects on &erfor$ance an" satisfaction at ,or /(ac son 1CB5N Hoerr 1CBCN .eterson an" Hi%% ir 1CC1N B%!estone an" B%!estone 1CC2N Be$stein 1CC50. In recent research re'ar"in' &!)%ic7ser*ice $oti*ation, Bre,er, Se%"en, an" 1acer /2FFF0 s!''est that &o%icy $a ers an" &!)%ic $ana'ers sho!%" consi"er e$&%oyees in "ecision7$a in' &rocesses as one of the strate'ies for a"*ancin' &!)%ic7ser*ice $oti*ation. Th!s, the fo%%o,in' hy&othesis is e<a$ine" in this st!"yHy&othesis 1- E$&%oyees ,ho )e%ie*e that $ana'ers in their !nits !se a
jobs. >

&artici&ati*e

$ana'e$ent sty%e are $ore %i e%y to e<&ress hi'her %e*e%s of satisfaction with their

B'0NEELAM TIWARI DEDITERE 8E'S TO %OB SATISFACTION 0 BRIEF ARTICLE

Ca#1in* Ma*a:in$7 Ma+c27 FGGG

Ho, satisfie" are yo!r e$&%oyeesS That $ay "e&en" on their &ay, stress %e*e%, an" the reco'nition they recei*e. A recent Ja%%!& &o%% as e" &eo&%e ho, satisfie" they ,ere ,ith fifteen factors a)o!t their 4o) an" their o*era%% 4o) satisfaction. Those ,or ers ,ho ,ere co$&%ete%y satisfie" ,ith their 4o)Gs &ay, their stress %e*e%, an" the reco'nition recei*e" ten"e" to )e co$&%ete%y satisfie" ,ith their 4o).

(o) satisfaction RE1ININJ (OB SATIS1ACTION Chan'es in 4o) satisfaction 7 Brief Artic%e E$&%oyees say $oney $atters ,hen it co$es to 4o) satisfaction 2FFB 4o) satisfaction

1actors that ten"e" to $a e &eo&%e "issatisfie" ,ith their 4o)s inc%!"e" their co7,or ers, their )oss, 4o) sec!rity, an" %ac of o&&ort!nities to %earn an" 'r

6C

RESEARC

MET ODOLOG'

R$s$a+c2 Obj$cti)$ T31$ of R$s$a+c2 T31$ of Data

= To fin" :(o) Satisfaction of e$&%oyees in I.T.C.Q = Descri&ti*e research = ?E Primary Data: Primary data is the data collected for the first time .ri$ary "ata so!rces inc%!"e the !nstr!ct!re" inter*ie, of the concerne" a!thorities = 3!estionnaire. = FE Secondary Data: Data collected by some other means

like newspapers, reports, magazines, etc. Secon"ary "ata so!rces inc%!"e re&orts an" ,e)site of the or'ani8ation. R$s$a+c2 M$t2o" R$s$a+c2 Inst+.#$nt Sa#1(in* !(an = S!r*ey Metho" = D!estionnaire = ?E Sample Size: AF FE Sample Unit: E<ec!ti*e Le*e%

HE Sample Area: ITC, HARID+AR A tota% AF D!estionnaires ,ere "istri)!te" an" >F of the$ re&%ie".

>F

LIMITATIONS OF STUD'
1. > ,ee s ,ere not eno!'h to !n"erstan" the H!$an Reso!rce of an or'ani8ation. 2. So$e of the infor$ation $i'ht not )e 'i*en correct !& to an e<tent, "!e to confi"entia%%y of "ata )y the e$&%oyees. 5. +e can@t )e%ie*e on the res&onses 'i*en )y the e$&%oyees. 6. +e are !na)%e to $eas!re the 3!antitati*e as&ects of the co$&any. >. Ina)i%ity = !n,i%%in'ness of the res&on"ents to &ro*i"e infor$ation.

(o) satisfaction has its o,n "efinition for e*ery e$&%oyee. On the ,ho%e 4o) satisfaction )roa"%y in*o%*es fi*e as&ects an" they are7 sa%ary, s!&er*ision, .ro$otions, re%ations ,ith co,or ers an" $ost i$&ortant%y their ,or ,hich they &erfor$ for the or'anisation. B!t accor"in' to the ana%ysis "one )y $e I $ay s!$$ari8e $y conc%!sion as fo%%o,s-

BFM of the e$&%oyees ,or in' in ITC are satisfie" fro$ their 4o). Ma in' BFM of the e$&%oyees satisfie" fro$ the 4o) is a h!'e s!ccess for the $ana'e$ent of ITC )eca!se on%y satisfie" e$&%oyees contri)!te their )est efforts to,ar"s the 'ro,th an" s!ccess of the or'anisation.

>1

 B!t the re$ainin' 2FM of the e$&%oyees ,ho are so$e,hat "issatisfie" fro$ the 4o) sho!%" not )e %eft i'nore" )eca!se one "issatisfie" e$&%oyee can res!%t in the ca!se for "issatisfaction of the other e$&%oyees a%so. This co!%" )e &ro*e" fata% for the or'anisation 2FM of the e$&%oyees are not f!%%y satisfie" fro$ the sa%ary this is a c%ear in"icator that e$&%oyee@s fee%in' that they are 'ettin' %ess than ,hat they "eser*e. There is so$e,here %itt%e "ifference )et,een $ana'e$ent an" e$&%oyees as a%% e$&%oyees are not a,are of "ifferent )enefits a*ai%a)%e to the$. Lac of &ro&er s!&er*ision is there in ITC In ITC initiati*e is &ro*i"e" to e$&%oyees, )y ,hich e$&%oyees fee% the$se%*es as a &art of ITCan" not 4!st an e$&%oyee. H!$an reso!rce is an asset for the &eo&%e of ITC an" their satisfaction is a )i' thin' for the$. +or c!%t!re is satisfactory in ITC

>2

DATA ANAL'SIS AND FINDINS TABLE0? R$s1ons$s of E#1(o3$$s DSa#1($ Si:$= AG E#1(o3$$sE
R$s1ons$ aE B.$stion B?. BF. BH. BJ. BA. BI. BL. BK. B@. B?G. B??. B?F. B?H. B?J. B?A. B?I. B?L. B?K. HA JG HA JA HG HA JG HK FL FA H@ JF JA HJ J? HL JI JH @ I ?A A ?F ?A ?G ?F FH ?H ?? K A @ @ ?H J L I J 0 0 K 0 0 0 0 ?F 0 0 0 L 0 0 0 0 bE cE Tota( E#1(o3$$s AG AG AG AG AG AG AG AG AG AG AG AG AG AG AG AG AG AG

>5

ANAL'SIS ?E %ob satisfaction in tota(

TABLE0F R$s1ons$ F.((3 Satisfi$" !a+tia((3 Satisfi$" Not Satisfi$" Tota( No. of $#1(o3$$s 5> C ? >F M of $#1(o3$$s AFM 1BM 12M 1FFM

GRA! 0?

70% 60% 50% 40% 30% 20% 10% 0% Fully S atisfied Partially satisfied Not Satisfied

This sho,s those $a4or &ortions of e$&%oyees in ITC are satisfie" ,ith their 4o). By this it can )e ana%y8e" that &eo&%e are en4oyin' their ,or in ITC ,ith %east &ro)%e$s.

>6

/FE Satisfaction in t$+#s of sa(a+3

TABLE0H R$s1ons$ F.((3 Satisfi$" !a+tia((3 Satisfi$" Not Satisfi$" Tota( GRA! 0F No. of E#1(o3$$s 6F ? 6 >F M of $#1(o3$$s BFM 12M BM 1FFM

80% 70% 60% 50% 40% 30% 20% 10% 0% Fully S atisfied Partially S atisfied Not Satisfied

This sho,s that the e$&%oyees are 3!ite ha&&y ,ith the sa%ary &ro*i"e" to the$ in ITC this a%so ref%ects that $ost of the$ are satisfie" ,ith the sa%ary. On the other han", this can not )e i'nore" that a&&ro<i$ate%y 2FM of e$&%oyees are either &artia%%y or not satisfie" ,ith the sa%ary )ein' &ro*i"e" to the$ in ITC. They $ay fee% i'nore" an" %ess ca&a)%e than others.

HE A6a+$n$ss of )a+io.s b$n$fits a)ai(ab($ to $#1(o3$$s

>>

TABLE0J R$s1ons$ '$s No Tota( GRA! 0H No. of E#1(o3$$s 5> 1> >F M of $#1(o3$$s AFM 5FM 1FFM

70% 60% 50% 40% 30% 20% 10% 0% Yes No

AFM of the e$&%oyees are a,are of the "ifferent )enefits &ro*i"e" )y ITC to the e$&%oyees, ,hereas 5FM are !na,are of those )enefits. This sho,s that those 5FM e$&%oyees are 'ettin' %ess attention an" are not a,are of a%% the &o%icies, )enefits, r!%es etc. in ITC

>?

JE R$(ations2i1 b$t6$$n 2i$+a+c2ica( stat.s an" job satisfaction

TABLE0A R$s1ons$ '$s No Tota( GRA! 0J No. of $#1(o3$$s 6> > >F M of E#1(o3$$s CFM 1FM 1FFM

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No

CFM of e$&%oyees in ITC thin that hierarchica% stat!s affects 4o) satisfaction. If a &erson is at a hi'h &ost, heRshe $!st )e $ore satisfie" in co$&arison to a &erson ha*in' a &ost )e%o, in hierarchy. 1FM e$&%oyees are not acce&tin' it that &ost is the $eas!re of 4o) satisfactionN they )e%ie*e that e*en a c%er or any )%!e co%%ar ,or er can )e satisfie" ,ith his 4o).

AE Satisfaction 6it2 t2$ 6o+,in* $n)i+on#$nt - con"itions

TABLE0I

>A

R$s1ons$ F.((3 Satisfi$" !a+tia((3 Satisfi$" Not Satisfi$" Tota( GRA! 0A

No. of $#1(o3$$s 5F 12 B >F

M of $#1(o3$$s ?FM 26M 1?M 1FFM

60% 50% 40% 30% 20% 10% 0% Fully S atisfied Partially Satisfied Not S atisfied

+or in' en*iron$ent an" con"itions are see$s to )e satisfactory in ITC, as ?FM are f!%%y satisfie" an" 26M are &artia%%y. 1?M of the e$&%oyees are not at a%% satisfie" ,ith the ,or in' con"itions = en*iron$ent of ITC.

>B

IE Satisfaction )a+3 6it2 a*$ *+o.1

TABLE0L R$s1ons$ '$s No Tota( GRA! 0I No. of $#1(o3$$s 5> 1> >F M of $#1(o3$$s AFM 5FM 1FFM

70% 60% 50% 40% 30% 20% 10% 0% Yes No

This ana%ysis ref%ects that $a4or &ortion of the e$&%oyees is a'ree" that a"*ance 'ro!& a'e &eo&%e are $ore satisfie" )!t 5FM are a'ainst this state$ent. The reason )ehin" $ay )e the satisfaction fro$ the 4o) ,hich they are 'ettin', $ay they are ha&&y ,ith their &resent sit!ations an" ,or in'.

LE Goo"

.#an +$(ations inc+$as$ job satisfaction

>C

TABLE0K R$s1ons$ '$s No Tota( GRA! 0L No. of $#1(o3$$s 6F 1F >F M of $#1(o3$$s BFM 2FM 1FFM

80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No

BFM of the e$&%oyees thin that 'oo" h!$an re%ations are a ey to s!ccess. There $!st )e ,e%% $aintaine" re%ationshi& )et,een s!&erior an" s!)or"inate in or"er to achie*e f!%% satisfaction fro$ the 4o).

KE A)ai(abi(it3 of s.1$+)ision to $#1(o3$$s in ITC

TABLE0@ R$s1ons$ '$s No. of $#1(o3$$s 5B ?F M of $#1(o3$$s A?M

No Tota( GRA! 0K

12 >F

26M 1FFM

80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No

As ,e no, &ro&er s!&er*ision an" '!i"ance is *ery necessary to attain the 'oa% an" accor"in' to the e$&%oyees of ITC, ITC is &ro*i"in' that s!&er*ision. On the other han" there are so$e e$&%oyees ,ho are not 'ettin' that s!&er*ision an" this is the reason they are !nsatisfie" ,ith their 4o).

@E Initiati)$ to $#1(o3$$s aff$cts satisfaction

TABLE0?G R$s1ons$ '$s No Tota( No. of $#1(o3$$s 2A 25 >F M of $#1(o3$$s >6M 6?M 1FFM

?1

GRA! 0@

54% 52% 50% 48% 46% 44% 42% Yes No

Near%y ha%f of the e$&%oyees fee% that initiati*e is rea%%y i$&ortant for e$&%oyees to attain satisfaction )!t ha%f of the$ thin that one $!st "o his o,n ,or an" a%so %et others "o their ,or .

TABLE0??

?GE R$s1ons$
F.((3 Satisfi$" !a+tia((3 Satisfi$" Not Satisfi$" Tota( GRA! 0?G

No. of $#1(o3$$s 2> 15 12 >F

M of $#1(o3$$s >FM 2?M 26M 1FFM

?2

50% 40% 30% 20% 10% 0% Fully Satisfied Partially Satisfied Not Satisfied

This sho,s that ha%f of the e$&%oyees are satisfie" in res&ect of 4o) sec!rity, ,hi%e 2?M are &artia%%y satisfie" an" 26M are not satisfie" ,ith their 4o) sec!rity.

??E Satisfaction 6it2 t2$ 6o+, c.(t.+$ of ITC

TABLE0?F R$s1ons$ '$s No Tota( GRA! 0?? No. of $#1(o3$$s 5C 11 >F M of $#1(o3$$s ABM 22M 1FFM

?5

80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No

This ana%ysis sho,s that $ost of the e$&%oyees are satisfie" ,ith the ,or c!%t!re of ITC. This sho,s that ,or c!%t!re of ITC is acce&ta)%e an" s!ita)%e to a%$ost a%% of the

e$&%oyees, those ,ho are not satisfie" $!st a"4!st the$se%*es ,ith that c!%t!re.

?FE Nois$ an" co##.nication 1+ob($# aff$cts job satisfaction

TABLE0?H R$s1ons$ '$s No Tota( GRA! 0?F No. of $#1(o3$$s 62 B >F M of $#1(o3$$s B6M 1?M 1FFM

?6

100% 80% 60% 40% 20% 0% Yes No

This sho,s that &eo&%e in ITC are satisfie" that noise near the ,or &%ace create "ist!r)ance an" restricts a &erson to "o his ,or efficient%y. They a%so fee% con*ersation )et,een the e$&%oyees is a%so *ery $!ch i$&ortant as they are a%so h!$an )ein's an" nee" care an" affection.

?HE S.itabi(it3 of job ti#in*s to $#1(o3$$s

TABLE0?J R$s1ons$ '$s No Tota( GRA! 0?H No. of E#1(o3$$s 6> > >F M of E#1(o3$$s CFM 1FM 1FFM

?>

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No

CFM of the e$&%oyees are co$forta)%e ,ith the ti$in's of the 4o)N this sho,s that there is $!t!a% !n"erstan"in' )et,een the e$&%oyees an" the $ana'e$ent. This a%so sho,s that ti$in's of 4o) in ITC is s!ita)%e to a%%, that it is set after consi"erin' the re'!%ar nor$a% "ai%y ro!tine of the &eo&%e an" co$forta)i%ity to reach ,or &%ace fro$ their resi"ence.

?JE Satisfaction 6it2 t2$ *+i$)anc$ 2an"(in* 1+oc$".+$

TABLE0?A R$s1ons$ F.((3 Satisfi$" !a+tia((3 Satisfi$" Not Satisfi$" Tota( GRA! 0?J No. of $#1(o3$$s 56 C A >F M of $#1(o3$$s ABM 1BM 16M 1FFM

??

80% 70% 60% 50% 40% 30% 20% 10% 0% Fully Satisfied Partially Satisfied Not Satisfied

In ITC there is a set &roce"!re to so%*e o!t any conf%ict, if occ!rs. ABM e$&%oyees are satisfie" ,ith the &roce"!re, other re$ainin' are either &artia%%y satisfie" an" so$e are a%so there ,ho are not satisfie" ,ith the &roce"!re. Jrie*ance han"%in' is one of the i$&ortant tas s of an HR $ana'er.

?AE Mana*$#$nt foc.s to6a+"s $#1(o3$$;s n$$"s - "$#an"s

TABLE0?I R$s1ons$ '$s No Tota( GRA! 0?A No. of $#1(o3$$s 61 C >F M of $#1(o3$$s B2M 1BM 1FFM

?A

100% 80% 60% 40% 20% 0% Yes No

B2M of the e$&%oyees are in fa*o!r of $ana'e$ent in ter$s of %istenin' to e$&%oyee@s nee"s an" "e$an"s. They are satisfie" ,ith the )eha*ior an" concern of $ana'e$ent. +hi%e 1BM e$&%oyees fee% that $ana'e$ent is not too $!ch concerne" a)o!t e$&%oyee@s nee"s an" "e$an"s.

?IE !+o#otion o11o+t.niti$s in ITC

TABLE0?L R$s1ons$ '$s No Tota( GRA! 0?I No. of $#1(o3$$s 5A 15 >F M of $#1(o3$$s A6M 2?M 1FFM

?B

80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No

A6M of the e$&%oyees fee% that there are 'oo" &ro$otion faci%ities a*ai%a)%e in ITC an" this is the )i''est reason of their satisfaction. They no, that if they ,or har" an" accor"in' to the e$&%oyers, they can 'et s!ccess in their &ersona% %ife, in ter$s of &ro$otion.

N?LE E#1(o3$+;s "$*+$$ of fait2 in $#1(o3$$s

TABLE0?K R$s1ons$ '$s No Tota( GRA! 0?L No. of $#1(o3$$s 6? 6 >F M of $#1(o3$$s C2M BM 1FFM

?C

100% 80% 60% 40% 20% 0% Yes No

E$&%oyees of ITC are *ery ha&&y an" en4oyin' f!%% faith of their e$&%oyers. This is one of the $ain reasons of e$&%oyee@s 4o) satisfaction in ITC. 1aith of e$&%oyers is one of the i$&ortant thin's to $oti*ate e$&%oyees to ,or har" in the interest of the or'ani8ation.

?KE R$co*nition to $#1(o3$$s in ITC

TABLE0?@ R$s1ons$ '$s No Tota( GRA! 0?K No. of $#1(o3$$s 65 A >F M of $#1(o3$$s B?M 16M 1FFM

AF

90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No

Reco'nition is a nee" of a "eser*in' an" har" ,or in' e$&%oyee. If heRshe ,i%% not 'et reco'nition in ret!rn of his har" an" efficient ,or , heRshe sha%% )e "issatisfie". In ITC B?M of the e$&%oyees are satisfie" ,ith the )eha*ior an" a&&raisa% of e$&%oyers. If an e$&%oyee is har" ,or in' heRshe is 'ettin' reco'nition as ,e%%.

FINDINGS

E$&%oyees in ITC en4oy &ro&er reco'nition = f!%% faith of their e$&%oyers.

There are "ifferent )enefits &ro*i"e" )y ITC to their e$&%oyees. This is the ste& to,ar"s achie*in' hi'h %e*e% of 4o) satisfaction of e$&%oyees. B!t there are e$&%oyees ,ho are !na,are of the )enefits 'i*en to the e$&%oyees a%so.

A1

 Another 'oo" ste& to attain hi'h %e*e% of 4o) satisfaction of e$&%oyees is $aintainin' &eacef!%, 'oo", satisfactory, faithf!% h!$an re%ations ,ith their e$&%oyees. ITC is a%so &ro*i"in' 'oo" ,or in' con"itions as ,e%% as 'oo" ,or in' en*iron$ent to their e$&%oyees.

E$&%oyees in ITC fee% that to& hierarchica% stat!s increases 4o) satisfaction.

As far as sa%ary is concerne", ITC &eo&%e are &ro*i"in' 'oo" an" *a%!a)%e sa%ary to their e$&%oyees.

Satisfactory ,or c!%t!re is there in ITC ,hich is acce&ta)%e )y a%% the e$&%oyees.

As far as 4o) sec!rity is concerne", it is hi'h in ITC )!t not a%% e$&%oyees are free of this fear.

Ti$in's are ,e%% set an" s!ita)%e to e$&%oyees.

.ro&er s!&er*ision is 'rante" to the e$&%oyees )!t in *ie, of so$e e$&%oyees they are %ac in' )ehin" in &ro*i"in' satisfactory s!&er*ision, that@s ,hy it is fo!n" that there is %ac of &ro&er s!&er*ision.

A2

 There is a*ai%a)i%ity of a"*ance$ent, &ersona% 'ro,th, fee")ac = s!&&ort as ,e%% as c%ear "irection = o)4ecti*es in ITC. ITC &ro*i"es. res&onsi)i%ity to their e$&%oyees an" a%so &ro*i"es the$ a!thority to &erfor$ the tas s!ccessf!%%y.

After &erfor$ance a&&raisa%, if the e$&%oyer fin"s that &erfor$ance of an e$&%oyee is o!tstan"in', he &ro*i"es re,ar" to that e$&%oyee as a sy$)o% of a&&reciation an" $oti*ation. This sho,s that e$&%oyees are satisfie" "!e to this )i' reason a%so. On the other han" if the &erfor$ance of an e$&%oyee is not !& to the $ar , trainin' is &ro*i"e" to that e$&%oyee to inf%!ence hi$ to ,or har" in the interest of the or'ani8ation an" *ario!s faci%ities are $a"e a*ai%a)%e to hi$ to co$&%ete his tas s!ccessf!%%y. This satisfies the e$&%oyees.

+e%% &%anne" trainin' &roce"!re is i$&%e$ente" in ITC,hich he%&s e$&%oyee to 'ain e<&ertise in their fie%".

CONCLUSION

'o. 2a)$ 1o6$+s7 'o. n$)$+ "+$a#t of7 'o. can "o t2in*s7 W2ic2 3o. n$)$+ t2o.*2t7 3o. co.(" "o. T2$+$ a+$ no (i#itations7 in 62at 3o. can "o. A5

E5c$1t t2$ (i#itation in 3o.+ o6n #in"7 As to 62at7 3o. cannot "o. Don;t t2in, 3o. cannot. T2in, 3o. can. 7 Anon3#o.s

(o) satisfaction has its o,n "efinition for e*ery e$&%oyee. On the ,ho%e 4o) satisfaction )roa"%y in*o%*es fi*e as&ects an" they are7 sa%ary, s!&er*ision, .ro$otions, re%ations ,ith co,or ers an" $ost i$&ortant%y their ,or ,hich they &erfor$ for the or'anisation. B!t accor"in' to the ana%ysis "one )y $e I $ay s!$$ari8e $y conc%!sion as fo%%o,s-

BFM of the e$&%oyees ,or in' in ITC are satisfie" fro$ their 4o). Ma in' BFM of the e$&%oyees satisfie" fro$ the 4o) is a h!'e s!ccess for the $ana'e$ent of ITC )eca!se on%y satisfie" e$&%oyees contri)!te their )est efforts to,ar"s the 'ro,th an" s!ccess of the or'anisation.

A6

BUESTIONNAIRE

%OB SATISFACTION OF EM!LO'EES IN ITC

NAME=WWWWWWWWWWWWWWWWWWWWWWWWWWWWW AGE=WWWWWWWWWWWWWWWWWWWWWWWWWWWWWWW GENDER=WWWWWWWWWWWWWWWWWWWWWWWWWWW A>

DESIGNATION=WWWWWWWWWWWWWWWWWWWWW DE!ARTMENT=WWWWWWWWWWWWWWWWWWWWW

B?.

o6 #.c2 a+$ 3o. satisfi$" 6it2 3o.+ %obO

aE F.((3 Satisfi$" bE !a+tia((3 satisfi$" cE Not satisfi$"

BF. A+$ 3o. satisfi$" 6it2 3o.+ Sa(a+3O aE F.((3 Satisfi$" bE !a+tia((3 Satisfi$" cE Not Satisfi$"

BH. A+$ 3o. a6a+$ of )a+io.s b$n$fits 1+o)i"$" to $#1(o3$$s b3 t2$ facto+3O aE '$s bE No BJ. Is t2$+$ !ositi)$ +$(ations2i1 b$t6$$n t2$ ($)$( o+ 2i$+a+c2ica( stat.s of a 1$+son an" 2is job satisfactionO aE '$s bE No

BA. A+$ 3o. satisfi$" 6it2 3o.+ Wo+,in* En)i+on#$nt - Con"itionsO aE F.((3 satisfi$"

A?

bE !a+tia((3 Satisfi$" cE Not Satisfi$"

BI. Do 3o. a*+$$ 6it2 t2$ s$nt$nc$0O A")anc$ a*$ *+o.1 t$n"s to b$ #o+$ satisfi$" 6it2 t2$i+ job in co#1a+ison 6it2 t2$ 3o.n*$+ $#1(o3$$s aE '$s bE No

BL. Is 1ositi)$ +$(ations2i1 b$t6$$n s.1$+io+ - s.bo+"inat$ ($a"s to job satisfactionO aE '$s bE No

BK. Do 3o. *$t 1+o1$+ s.1$+)ision to co#1($t$ 3o.+ tas, s.cc$ssf.((3O aE '$s bE No /B50 B@. Is 1a+tici1ationCnon01a+tici1ation in "$cision #a,in* aff$cts job SatisfactionO aE '$s bE No

B?G. W2at is 3o.+ satisfaction ($)$( in +$s1$ct of job s$c.+it3O aE F.((3 Satisfi$"

AA

bE !a+tia((3 Satisfi$" cE Not Satisfi$"

B??. A+$ 3o. satisfi$" 6it2 t2$ 6o+, c.(t.+$ of ITCO aE '$s bE No

B?F. Int$ns$ nois$ an" (ac, of o11o+t.nit3 fo+ con)$+sation a#on* $#1(o3$$s7 a")$+s$(3 aff$ct job satisfactionO aE '$s bE No B?H. A+$ 3o. co#fo+tab($ 6it2 t2$ ti#in*s of t2$ jobO aE '$s bE No B?J. A+$ 3o. satisfi$" 6it2 t2$ *+i$)anc$ 2an"(in* 1+oc$".+$7 if an3O aE F.((3 Satisfi$" bE !a+tia((3 Satisfi$" cE Not Satisfi$" B?A. Do #ana*$#$nt foc.s$s on t2$ $#1(o3$$;s n$$"s7 "$#an"s an" +$4.i+$#$ntsO aE '$s bE No B?I. Is t2$+$ *oo" a)ai(abi(it3 of 1+o#otion in ITCO aE '$s

AB

bE No B?L. Do ITC 2a)$ fait2 in t2$i+ $#1(o3$$sO aE '$s bE No o $#1(o3$$s *$t 1+o1$+ +$co*nition in ITCO aE '$s bE No B?K. D

BIBLIOGRA! '
BOO S !"F"!"D H!$an Reso!rce Mana'e$ent Ste&hen Ro))ins H!$an Reso!rce Mana'e$ent An" &ersonne% $ana'e$ent AC

 9. Ash,atha&&a, fo!rth e"ition, &!)%isher7 tata $c 'ra, hi%% Ar$stron', M /2FF10 A Han")oo of H!$an Reso!rce Mana'e$ent

.ractice. Bthe"ition, 9o'an .a'e , Lon"on H!$an Reso!rce Mana'e$ent )y #.S...Rao .ersonne% Mana'e$ent )y C.B.Ma$oria ,,,.itc.co$ site fro$ internet ,,,.'oo'%e.co$ site.

BF