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A Study on Employee Satisfaction in the IT Industry
BCOM VI Semester
Batch 2013-2016
Submitted to:
Ms. Pooja Rana
Assistant Professor
Submitted by:
Arnav Tripathi
00814188813
CERTIFICATE OF COMPLETION
TO WHOMESOEVER IT MAY CONCERN
This is to certify that Arnav Tripathi; Enrollment No: 00814188813, Student of B.com
(hons) [2013-2016], JIMS, Kalkaji, New Delhi, has successfully project on A Study
on Employee Satisfaction in the IT Industry. This project has been corrected by me.
His work is up to my satisfaction and worth appreciation.
Pooja Rana
(Internal Project Guide)
STUDENTS UNDERTAKING
DECLARATION
STUDENT NAME:
PROJECT GUIDE:
ARNAV TRIPATHI
POOJA RANA
(00814188813)
ACKNOWLEDGEMENT
A lot of effort has gone into this project report I am using this opportunity to express
my gratitude to everyone who supported me throughout the course of this Project. I
am thankful for their aspiring guidance, invaluably constructive criticism and friendly
advice during the project work. I am sincerely grateful to them for sharing their
truthful and illuminating views on a number of issues related to the project.
I express my deepest and most sincere thanks to Ms Pooja Rana (Faculty Guide) for
providing me materials inputs, support and proper guidance which was necessary to
complete this Project.
Finally I would like to thank everyone at Jagannath International Management
School including the esteemed Professors and the Administration department for the
encouragement and guidance provided by them.
I hereby certify that this is my original work and it has never been submitted
elsewhere.
Thank you,
Arnav Tripathi
[B.com (HONS), JIMS, Kalkaji]
CONTENTS
SNO.
TOPIC
PAGE NO.
1
2
3
4
5
DECLARATION
ACKNOWLEDGEMENT
INTRODUCTION
COMPANY PROFILE
INDIAN IT INDUSTRY AT
3
4
7-10
11-16
17-22
A GLANCE
INDIAN BPO INDUSTRY
23-25
7
8
AT A GLANCE
OBJECTIVES
RESEARCH
26
27-29
METHODOLOGY
ANALYSIS AND
30-53
10
11
FINDINGS
LIMITATIONS
RECOMMENDATIONS
54
55-58
AND CONCLUSIONS
APPENDICES
59-64
12
FIGURES
Figure no.
Topic
Page No.
1
2
3
4
5
Structure of Wipro
Geographical Location
Period of working
Income of employees
Working period and
15
16
30
31
33
monthly salary
Monetary and non
34
monetary benefits
Satisfaction of employees
35
11
12
in the organisation
Level of satisfaction
Preference of employees
opinion on work
environment
Culture and policies
Preference on salary
13
14
15
16
17
18
19
hikes
Teamwork & cooperation
Preference on training
Performance evaluation
Praise and recognition
Manager feedback
opinion on growth oppor.
satisfaction with perks &
41
42
43
44
45
46
47
20
21
22
23
24
25
benefits
managers support
opinion on nature of work
opinion on work life bal. 1
opinion on work life bal. 2
opinion on accountability
Overall job satisfaction
48
49
50
51
52
53
8
9
10
36
37
38
39
40
CHAPTER-1 INTRODUCTION
People don't leave their jobs, they leave their managers."
Although committed and loyal employees are the most influential factor to becoming
an employer of choice, it's no surprise that companies and organizations face
significant challenges in developing energized and engaged workforces. However,
there is plenty of research to show that increased employee commitment and trust in
leadership can positively impact the company's bottom line. In fact, the true potential
of an organization can only be realized when the productivity level of all individuals
6
and teams are fully aligned, committed and energized to successfully accomplish the
goals of the organization.
As a result, the goal of every company should be to improve the desire of employees
to stay in the relationship they have with the company. When companies understand
and manage employee loyalty - rather than retention specifically - they can reap
benefits on both sides of the balance sheet i.e., revenues and costs. On the revenue
side of the balance sheet, loyal and committed employees are more likely to go
"above and beyond" to meet customer needs and are highly motivated to work to the
best of their ability.
On the cost side, loyal employees stay longer, resist competitive job offers, do not
actively look for other employment and recommend the company to others as a good
place to work. These four behaviors positively influence the cost side of the balance
sheet.
In other words, rather than focusing only on retention (that is, trying to retain
employees who have already decided to leave), organizations should proactively
recognize the benefits of understanding, managing and improving employee
satisfaction. The most successful organizations are those that can adapt their
organizational behavior to the realities of the current work environment where
success is dependent upon innovation, creativity and flexibility.
One of the key steps to understanding and improving employee satisfaction is by
acknowledging the importance of the following factors in building loyalty and
satisfaction:
Include opportunities for personal growth and invest heavily in the professional
development of the best people in the organization.
decline.
Highly competitive industry
In a highly competitive industry, turnover minimization and productivity and creativity
maximization are keys to success. Staying in touch with employees is necessary to
facilitate continued competitiveness.
Contemplated changes in pay and benefits
You must know what needs to be "fixed" and how much "fixing" it needs to maximize
return on invested money and people resources.
Wipro Technologies
Wipro Technologies is the global IT services business division of Wipro Limited. With
over 20 offices around the world, Wipro Technologies is the No.1 provider of
integrated business, technology and process solutions on a global delivery platform.
Wipro Infotech
Wipro Infotech is the leading strategic IT partner for companies across India, the
Middle East and AsiaPacific offering integrated IT solutions. We plan, deploy,
sustain and maintain your IT lifecycle through our total outsourcing, consulting
services, business solutions and professional services.
12
Wipro was having its presence across various verticals viz;(it decided to shut its
hardware business in 2013)
Enterprise Products
Mainstream:
Performance:
Gaming PC :
PalmSized PC:
Protos Desktop
Note Book:
Wipro 7B1610
Wipro EM4700
14
Wipro 7B1630
Wipro 7E1100
Wipro 7B1100
Wipro 7B3800
Wipro 7710P
Wipro 7B1650.
Server:
Performance Segment
Blade server
System Integration
Managed Services
Total Outsourcing
Security Governance
Availability Services
15
ORGANIZATIONAL STRUCTURE
Senapaty
heads
Legal,
Business
Planning,
Treasury
and
Controllership for Wipro. His association with Wipro goes back to Wipro Consumer
Care where he was the CFO. Girish S Paranjpe is the new Jt. Chief Executive
16
GEOGRAPHICAL LOCATIONS:
contributed 6.7%. Hardware contributed major share of the domestic market with
about 49.7%. Notably, the domestic IT industry grew at a CAGR of 25.7% during
FY04-07 to touch US$ 16.5 bn.According to Manufacturer Association for
Information Technology (MAIT), the Desktop PC market (including notebooks)
showed an upward trend totaling over 6.34 mn units in FY07, registering a growth of
25.65% over the same period last fiscal. Desktop sales accounted for more than
86.5 per cent of the total sales, while the remaining was shared by notebook sales.
This was largely due to the buoyant mood in IT consumption which saw a significant
growth in notebook sales by 97%. MNCs have been increasingly raising their share
in Indian desktop market from 35% in FY05 to 39% in FY07. Driven by growing
domestic demand mainly in notebooks segment, as sales of MNC brands grew by
33% and that of assembled by 22% in FY07.
The high growth in PC sales was accelerated due to increased consumption by
industry verticals such as telecom, banking and financial services, manufacturing,
education, retail and BPO/IT-enabled services as well as major e-Governance
initiatives of Central and State Governments. The domestic hardware market offers
tremendous potential for hardware companies, thus attracting plenty of domestic
hardware as well as MNCs in the domestic market. As, few MNCs in the hardware
segment have been viewing India as a hub for setting up hardware manufacturing
facilities, for instance Dell. Imports of IT hardware which form a large component of
the industry are mainly from growth, in view of changes in the economic and
business environment, rapid technological innovation and wide utilisation of internet
and globalisation. The market has become more competitive and has forced
corporations to take innovating and unique ways of doing businesss. Service
industry has also entered into a new era with the growing acceptance of IT based
services.
As per NASSCOM, Indian IT Services both domestic and exports market grew from
US$10.4 bn in FY04 to US$ 23.6 bn in FY07. During this period, its contribution to
the total IT industry has gone up marginally from around 48.2% to 49.4%.The
project oriented IT services contributed around 57.9% in FY07, while outsourcing IT
services accounted for around 32.8% of the total revenues of IT services segment in
India.
Within the ITeS-BPO segment, Customer Interaction Services (CIS) accounted for
nearly 45-46% of the total ITeS-BPO services exports while finance & accounting
contributed for roughly around 40-41%. Human resource and other high-end
knowledge-based processes account for 3% and 11% respectively.
The Software product, Engineering services and R&D segment contributed over
13.8% of the total IT industry in FY07. In addition to this, Indian companies offering
these services, several foreign companies (both captive and third party) are also
setting up base in India to provide these services. Overseas companies operating in
sectors like hightech, telecommunications, automobile, aerospace, heavy
machinery, construction and industrial products are looking at off-shoring their
engineering and R&D related work to India.
Few important characteristics of the Indian IT sector include:
19
Cost arbitrage and the availability of a large talent pool has attracted several MNCs
to India. Big players like IBM, Accenture, Google, Yahoo, Capgemini and Oracle
among others have not only increased their headcounts in India but also
outperformed their global performance in terms of revenue growth. Their Indian
operations are witnessing strong growth as compared to their global business.
Emerging Markets:
In terms of geographical contribution, the US continues to remain the key market for
Indian IT companies, accounting for 67.2% of the total IT-ITeS exports from India.
However, Europe is also emerging as an important market for the Indian IT industry,
considering the fact that the share of exports to Europe from India increased from
22.2% in FY03 to 25.1% in FY07. Indian companies are increasingly enlarging their
footprints to countries in Latin America, Eastern Europe, and Asia Pacific region.
Mergers and acquisitions has been one of the routes that the Indian companies
have adopted to enhance their presence in European markets.
Changing Growth Drivers:
There has been a change in the revenue composition of companies in recent years.
The revenue contribution of high-growth segments such as infrastructure
management services, package implementation, testing & consulting has been
witnessing rapid growth over the last couple of years. These, newer service lines
are not only enabling Indian companies to increase their sales by cross-selling to
their existing customers, but also improve their average billing rates and recognition
of being end-to-end service providers. These segments are experiencing high
growth rates over the last couple of years. However, the Custom Application
Development and Maintenance (CADM) services continue to contribute a larger
share towards IT services segment revenue. The CADM accounted for around
39.6% to the total IT services segment revenue of US$23.6 bn in FY07, and it
witnessed a growth rate of 35.3% in the same period.
New End-users:
In terms of user industries, the BFSI and hi-tech/telecommunication industries
remain the leading verticals for the Indian IT companies. Together, these sectors
accounted for around 58% of the Indian IT-ITeS exports. Though these verticals
have good growth potential, other sectors such as manufacturing, airlines and
transportation, retail, healthcare, utilities, etc., are also emerging as promising
segments for the Indian IT companies. While the BFSI sector has the potential to
provide large sized contracts to the IT companies, the manufacturing sector can
provide large number of deals/assignments to the Indian players.
Issues and challenges
Indian IT industry has been witnessing several issues and challenges which may
deter the growth in future, despite the fact that demand conditions have been
optimistic. Therefore, companies must adopt best practices to address those issues
in order to sustain the current growth momentum. Several larged and mid sized
companies are taking innovative measures to address those issues, for example, in
21
view continuous rupee appreciation against the US dollar, the companies are keen
to expand their business to other emerging markets like Europe, Asia Pacific region,
Middle East etc.
Rising attrition rate: Growth and attrition rates seem to be following a similar
trajectory for most Indian software service companies. With a McKinsey
report stating that India will need an additional 1 mn employees to join the ITBPO workforce by 2010 in order to maintain its current market share, the
attrition phenomenon has come into the limelight. Managing attrition in the IT
industry holds significant importance because skilled professionals form the
crux of this knowledge-intensive industry. Apart from the loss of skill sets, the
cost of recruitment and training is a huge investment for most IT firms.
Consequently, as most major players have realised, attrition affects the
quality of service, leading to greater expenditure on training and
development, thereby affecting the overall performance, including improving
utilisation
rates
of
the
company.
Major players in the Indian software industry Tata Consultancy Services
(TCS), Infosys Technologies, Wipro, and Satyam Computers are currently
witnessing high attrition rates. TCS reported an attrition rate of 11.5% up
from 10.6% a year ago; the attrition rate at Infosys was 13.7% in FY07
higher than 11.2% recorded in FY06; the attrition rate at Satyam declined
from 19.2% in FY06 to 15.7% in FY07; whereas the rate at Wipro witnessed a
surge to 17.4% as against 14.6% during the previous fiscal, in its global IT
services and product business.
Rupee appreciation: The rupee gained almost 12.5% against the US dollar
in mid-October, 2007 vis--vis the same period in the previous year, denting
the earnings of the IT industry (the industry earns its highest revenue from the
US). On October 17, 2007, the rupee surged to 39.68 against the US dollar
its highest rate in 9 years. Importantly, during JanuaryOctober 2007, the
rupee appreciated at more than 10.6% against the US dollar. For software
firms whose expenses are mostly in the local currency, the rupee appreciation
reduces the rupee equivalent of every dollar they earn overseas, thus
affecting their margins to a great extent. Margins have already begun to face
the effects of the rupee appreciation and most Indian IT players are forced to
adopt forward-trading to help mitigate losses. Apart from losing out on
margins, Indian IT companies might lose the competitive edge over
international firms if the trend continues for long. For example, China is
holding its currency steady, offering stability, which might turn out to a
distinguishing factor for survival in the long run.
Emerging new territories: According to an IDC study, three Indian cities rank at
the top in the Global Delivery Index today in the top 10 off-shore destinations of
Bangalore, Manila, New Delhi, Mumbai, Dalian, Shanghai, Beijing, Sydney,
Brisbane & Auckland in the Asia-Pacific region. However, the Indian IT industry is
gradually facing stiff competition emerging from new territories like China, Malaysia,
Philippines and Mexico. The study also states that although Mumbai & Bangalore
may be favourite off-shoring destinations as of today, Chinese commercial hubs like
22
Beijing & Shanghai are set to overtake Indian cities by 2011. A similar competitor
would be Malaysia having a stable socio-economic environment, excellent
infrastructure, low attrition rates, & skilled talent pool as key advantages.
Emerging Markets:
In terms of geographical contribution, the US continues to remain the key market for
Indian IT companies, accounting for 67.2% of the total IT-ITeS exports from India.
However, Europe is also emerging as an important market for the Indian IT industry,
considering the fact that the share of exports to Europe from India increased from
22.2% in FY03 to 25.1% in FY07. Indian companies are increasingly enlarging their
footprints to countries in Latin America, Eastern Europe, and Asia Pacific region.
Mergers and acquisitions has been one of the routes that the Indian companies have
adopted to enhance their presence in European markets manufacturing, airlines and
transportation, retail, healthcare, utilities, etc., are also emerging as promising
segments for the Indian IT companies. While the BFSI sector has the potential to
provide large sized contracts to the IT companies, the manufacturing sector can
provide large number of deals/assignments to the Indian players.
23
24
processing, data
processing, forms
Data entry and data processing : Data entry from paper, books,
images, e-books, yellow pages, web sites, business cards, printed
documents, software applications, receipts, bills, catalogs and mailing lists.
Bookkeeping
and
accounting
25
Form
processing
services: Online
form
processing, payroll
revenue
The demand for Indian BPO services has been growing at an annual growth
rate of 50%
The BPO industry in India has provided jobs for over 74,400 Indians. This
number is continuing to grow on a yearly basis. The Indian BPO sector is soon to
employ over 1.1 million Indians
70% of India's BPO industry's revenue is from contact centers, 20% from data
entry work and the remaining 10% from information technology related work
Indian BPOs handle 56% of the world's business process outsourcing
WNS Group
Wipro Spectramind
Daksh e-Services
Convergys
HCL Technologiess
Zenta
First Source
MphasiS
26
EXL
Tracmail
GTL Ltd
vCustomer
HTMT
24/7 Customer
Sutherland Technologies
OBJECTIVES
The first step of any research project is to define the problem that is to be
answered by the research project itself. This is the most important part of the
research process, as it provides a focus and direction for the project and identifies
the specific information the reader is looking at in the project.
Actually, research objectives enable the reader to understand exactly what the
project is attempting to achieve. If the definition of problem is unclear and objectives
are poorly defined, the result could be waste of time, money, energy and resources.
In short, research objective is a pre-requisite for any research project.
There should be a clear-cut definition of research objectives. Our project,
therefore, is not an exception. Our research project-A study on the satisfaction
level of employees working in BPOs and Call Centers in WIPRO Ltd., has
certain specific and general objectives which mainly consist of primary objectives
and secondary objectives.
They are as follows:
Primary Objectives:
To measure the employees job satisfaction level working in BPOs and call
centers in WIPRO Ltd.
To identify the factors that influence job satisfaction level of employees
working in BPOs and call centers
Secondary Objectives:
To identify the obstacles faced by them in their job environment
To assess the Policies and Procedures that will have an impact on employees job
satisfaction
27
RESEARCH METHODOLOGY
The first step of any research project is to define the problem that is to be
answered by the research project itself. This is the most important part of the
research process, as it provides a focus and direction for the project and identifies
the specific information the reader is looking at in the project.
Actually, research objectives enable the reader to understand exactly what the
project is attempting to achieve. If the definition of problem is unclear and objectives
are poorly defined, the result could be waste of time, money, energy and resources.
In short, research objective is a pre-requisite for any research project.
There should be a clear-cut definition of research objectives. Our project,
therefore, is not an exception. Our research project-A study on the satisfaction
level of employees working in BPOs and Call Centers in WIPRO Ltd., has
certain specific and general objectives which mainly consist of primary objectives
and secondary objectives.
They are as follows:
Primary Objectives:
To measure the employees job satisfaction level working in BPOs and call
centers in WIPRO Ltd.
To identify the factors that influence job satisfaction level of employees
working in BPOs and call centers
Secondary Objectives:
To identify the obstacles faced by them in their job environment
To assess the Policies and Procedures that will have an impact on employees
job satisfaction purpose. These interviews were based on a structured questionnaire
that has been put up in the appendix in this report.
28
The process of cross checking was also used to ensure the authenticity of the
data and validation of the interviews both formal as well as informal one. Every
attempt was made to ensure that their response do not get influence by their
management and environment.
The process, we follow, in making the project is as follows:
Problem Defining (Objectives), Data collection, Research design, Data
collection, Data analysis and Presentation the results.
We have used the Job Descriptive Index (JDI), created by Smith, Kendall, & Hulin
(1969) which measures ones satisfaction in five facets: pay, promotions and promotion
opportunities, coworkers, supervision, and the work itself.
DATA COLLECTION:
29
Data gathering is a very important part of the research project process. It is through
data, with the help of which we would be able to analyze the problem in terms of
facts and figures.
Actually, the reliability of research decisions depends on the quality of data
gathered. By taking this concept into consideration, the data can be classified into
primary data and secondary data. We have used both the types of data, as far as our
project is concerned.
Secondary Data:
These are those data which are collected from the various sources which
have been already created for the purpose of first time use and future use.
We have used the following secondary data in our project:
Internet
Journals
Magazines
Publications, Articles and Research Papers done before
From various Organizations
Research instrument:
The researcher has used a structured questionnaire as a research instrument tool
for which consists of open ended questions, multiple choice nd dichotomous
questions in order to get data. Thus, questionnaire is the data collection instrument
used in the study. All the questions in the questionnaire are organised in such a
way that elicit all the relevant information that is needed for the study.
30
>5years
18
4.5
Total
400
100
54
50
40
percentage
32.5
30
20
10
4.5
0
<1 year
1-2 years
period
Findings:
31
2-5 years
>5 years
From the above information, we can find that out of total sample of 400
respondents almost 54% of them are working in the organization for a less
than 1 year.
Almost 32.5% of them working between 1 to 2 years in the organization while
9% of them were working between 2 to 5 years.
The most experienced employees were less; they were about 4.5% who have
worked for more than 5 years.
Analysis:
QUESTION-2
MONTHLY INCOME:
Income
Respondent
Percentage
3000-6000
196
49
6000-9000
148
37
9000-12000
32
8
>12000
24
6
Total
400
100
49
37
40
percentage
20
9000-12000
>12000
0
3000-6000
6000-9000
Income(in Rs.)
Findings:
32
Where at the other side the employees who were getting salary of
Rs. 9000 to 12000, were only 8% while there were only 6%
employees who were getting salary above Rs. 12000.
Nearly half (50%) of the employees work in the call centre fall under
the category of Rs.300-6000. It may be due to poor financial
conditions and also, the education level doesnt matter in other job
As the attrition rate is high in this industry, it also result in lower
initial salary for the employees, because employees will have to
accept the salary which ranges mainly from 3000 to 6000 Rupees in
Wipro
37% of employees falls under the category of salary income of Rs.
6000-9000 which can be said to be a standard in this industry but
the percentage of which is very low, leading to the conclusion,
exploitation of candidates
Nearly 15% of employees receive their salary in 5 digits which
mainly of the employees working for more than 4-5 years, an
experienced one
Analysis:
Analysis:
The chart was thought out to reflect employees working period and
their monthly payment
This chart shows that how employees seniority and pay scale are
related-As employee gets senior in the organization, his/her salary
increases
The most surprising result, we find is that nearly 50% of employees fall
under the very first category of less than 1 year getting a monthly
salary of Rs.3000-6000
This shows high attrition rate(the rate at which employees leave the
organizations) and exploitation of candidates
33
>5 year
Total
196
2
148
1
32
18
400
250
3
12
200
26
150
>12000
4
9
9000-12000
6000-9000
3000-6000
100
175
102
50
2
10
18
15
1
2
0
<1 year
1-2 year
2-5 year
>5 year
34
QUESTION-3
WHETHER MONETARY AND NON-MONETARY BENEFITS
AFFECT EMPLOYEES SATISFACTION LEVELOR NOT:
Options
YES
NO
Respondent
348
52
Percentage
87
13
MOTIVTE AND
Total
400
100
HART SHOWING MONETARY AND NON-MONETARY BENEFITS MOTIVTE AND AFFECT EMPLOYEES OR NOT
no; 13%
yes; 87%
Finding:
From the above information, we can find that 87% employees say
that these kind of monetary and non-monetary benefits motivate
and affect them.
The rest 13% said that they are not affected by these kind of
monetary and non-monetary benefits
Analysis:
CHART SHOWING THAT THE EMPLOYEES ARE SATISFIED WITH WORKING IN THE ORGANISATION OR NOT.
NO; 5%
YES; 95%
Finding:
Almost 95% of the total employees said that they are more or less
satisfied with working in the organization
The rest 5% of the employee said that they are not at all satisfied with
working in the organization.
Analysis:
36
QUESTION-5
LEVEL OF SATISFACTION:
Level of satisfaction
Low
Respondent
30
Percentage
8
Average
226
59
High
124
33
Total
380
100
PERCENTAGE
70
60
50
40
30
20
10
0
59
33
8
low
average
high
LEVEL OF SATISFACTION
Finding:
Asking about their satisfaction level, 59% said that they are not much
satisfied with the organization, it can be said that their satisfaction level
is average
Almost 33% said that they are highly satisfied with the organization
While the remaining 8% were least satisfied
Analysis:
37
38
QUESTION-6
WHETHER THE COMPANY IS VERY OPEN TO IDEAS AND SUGGESTIONS
GIVEN BY EMPLOYEES:
Options
Strongly
Agree
Disagree
Strongly
Total
agree
disagree
Respondent
212
172
16
0
400
Percentage
53
43
4
0
100
53
50
43
40
PERCENTAGE
30
20
10
0
strongly agree
agree
disagree
strongly0disagree
Finding:
Out of the total, almost 53% of the employees have strongly agreed
with the fact that the company is very open to ideas and suggestions
given by the employees
43% are agreeing with this, but not to the level it should be
There were only 4% who were disagreeing, and nobody falls under the
category of strongly Disagree
Analysis:
The chart shows that out of 100%, more than half 53% are strongly
agree that the company is very open to ideas and suggestions given by
employees meaning caring for employees suggestions and their
recommendations
They believe that company approaches very friendly to the employees
suggestions and their ideas and actually implement it in the
organization, if it is concrete in nature
If all and all we see, nearly 95% of employees reported favorably that
their company believes in open-door policies and wants their
employees to participate in the organization
39
QUESTION-7
WHETHER THE CULTURE OF THE COMPANY IS SUCH THAT IT CREATES
WORK ENVIRONMENT:
Options
Positive
Negative
Stressful
Very bad
Total
Respondent
316
50
28
6
400
Percentage
79
12.5
7
1.5
100
79
60
PERCENTAGE
40
20
12.5
1.5
negative
stressful
veery bad
0
positive
Finding:
Analysis:
As the chart indicates, majority of employees(nearly 80%) are agree
that the environment within which they work is positive and makes
them to work and leads to their motivation and satisfaction in the
organizations
The employee who replied to Negative is nearly 13%, which makes
us to infer that the factors that creates negative environment prevail in
the organization
7% of employees came up with the opinion that the environment in the
organization is such that it creates stress within them, may be because
of the pressure and the load of the work, call handling or the travelling
stress or the way they interact with their subordinates and colleagues
40
reponding to the question that culture of the company is such that it creates work environment
7% 2%
13%
Positive
Negative
Stressful
Very bad
79%
Strongly agree
4%
43%
Agree
53%
Disagree
Strongly agree
Analysis:
QUESTION-8
WHETHER SATISFIED WITH THE KIND
GET OR NOT:
Option
Highly
satisfied
satisfied
Respondent
98
256
Percentage
24.5
64
Highly
dissatisfied
12
3
Total
400
100
PERCENTAGE
70
60
50
40
30
20
10
0
64
24.5
8.5
highly satisfied
saatisfied
dissatisfied
3
highly dissatisfied
42
Finding:
Out of the total employees 64% employees are satisfied with the salary
hike they get
While, 24.5% are highly satisfied
On the other hand 8.5% were dissatisfied with their salary hikes and
almost 3% were highly dissatisfied
Analysis:
QUESTION-9
THERE IS A STRONG FEELING OF TEAMWORK AND COOPERATION IN THE
ORGANISATION:
Options
Strongly
Agree
Disagree
Strongly
Total
agree
disagree
Respondent
202
176
16
6
400
Percentage
50.5
44
4
1.5
100
50.5
44
40
PERCENTAGE
30
20
10
disagree
strongly disagree
0
strongly agree
agree
PREFERENCE OF EMPLOYEE
43
Finding:
Out of the total employees, 50.5% replied that there is a strong feeling
of teamwork and cooperation in the organization
44% are only agreeing with this fact
On the other hand the remaining was disagreeing with this fact, out of
which 6% are strongly disagreeing with this fact
Analysis:
QUESTION-10
WHETHER EMLOYEES RECEIVE THE PROPER TRAINING WHEN EMPLOYEE
NEEDS TO DO THEIR JOB WELL:
Options
Strongly
Agree
Disagree
Strongly
Total
agree
disagree
Respondent
240
128
20
12
400
Percentage
60
32
5
3
100
Chart showing the preference of employee regarding training to do their job well
PERCENTAGE
70
60
50
40
30
20
10
0
60
32
strongly agree
agree
disagree
strongly disagree
PREFERENCE
Finding:
Almost 60% of the total employees are strongly agree that they get the
proper training when they need to do their job well
While 32% are agreeing to this fact
The remaining 8% are not agreeing to this fact, out of which 5% is
disagree and 3% is strongly disagree
Analysis:
Training is the base for working in the organization
We found that most of the employees responded that they are being
given the training by their organization whenever it is needed
This shows that the employees can work easily and safely because
they are provided with the training
QUESTION-11
EMPLOYEE PERFORMANCE EVALUATIONS ARE FAIR AND ENOUGH:
Option
Yes
No
Total
Respondent
350
50
400
Percentage
87.5
12.5
100
chart showing the employee performance evaluations are fair enough or not
no; 13%
yes; 88%
Finding:
45
Analysis:
46
QUESTION-12
SUPERVISIOR GIVES THEM PRAISE AND RECOGNITION WHEN THEY DO A
GOOD JOB:
Option
Yes
No
Total
Respondent
340
60
400
Percentage
85
15
100
no; 15%
yes; 85%
Finding:
Analysis:
The objective of this question was to find out weather employee are
agree on this statement or not because we believe that employees
satisfaction and motivation level largely depend upon this interpersonal
behavior with their supervisors and subordinates
As many as 85% of the employee agree that their supervisors give
them praise and reward whenever they do some good job, which
implies that employees feel motivated and get satisfied in this issue
Only a very small percentage of employees replied that their
supervisors and immediate bosses do not recognize their work,
howsoever good it is
These mindset employees must be changed by implementing a good
interpersonal behavior and some good change training programs
47
QUESTION-13
RECEIVE USEFUL AND VALUABLE FEEDBACK FROM MANAGER:
Option
Yes
No
Total
Respondent
316
84
400
Percentage
79
21
100
chart showing the employee receive useful feedback from manager or not
no; 21%
yes; 79%
Finding:
Out of the total employees, 79% said that they receive useful and
valuable feedback from the managers regularly
While 21% of them replied that they do not get such kind of feedback
from the manager
Analysis:
49
QUESTION-14
WHETHER ADEQUATE OPPORTUNITIES FOR PROFESSIONAL GROWTH IN
ORGANISATION OR NOT:
Option
Yes
No
Total
Respondent
302
98
400
Percentage
75.5
24.5
100
no; 25%
yes; 76%
Finding:
Out of the total employees 75.5% said that there are adequate
opportunities available for their professional growth in the organization
but 24.5% denied to accept the above statement
Analysis:
This question basically tries to find out the employees growth weather
exists in the organization or not from the view point of employees,
because if they perceive that there are ample opportunities within
organization, they would feel motivated and be overall satisfied by
working with the organization
As nearly 75% of them replied that they have adequate opportunities in
the organization there by meaning that they are happy working with the
organization and expect organization to contribute in them
The rest 25% denied to accept the statement as they feel that they
dont have any opportunities that is there in the organization
50
QUESTION-15
SATISFIED WITH THE PERKS AND BENEFITS AVAILABLE:
Option
Yes
No
Respondent
294
106
Percentage
73.5
26.5
Total
400
100
no; 27%
yes; 74%
Finding:
Almost 73.5% were satisfied with the perks and the benefits they get
while the remaining were not satisfied
Analysis:
The purpose of this question was to reveal the satisfaction from perks
and other benefits available to them and the extent of agreement to the
above stated statement
As more than 70%(73%) of the employees believe that they are not
satisfied with the kind of perks and benefits they get
We agree on the fact that sufficient amount of benefits and a satisfied
pay make the employees feel satisfied and motivated to work
As only 27% of employee agree on this statement meaning they are
only least satisfied with the kind of perks and other benefits they get
from the organization
51
QUESTION-16
MANAGER ENCOURAGE AND SUPPORT THEIR DEVELOPMENT:
Option
Yes
No
Total
Respondent
320
80
400
Percentage
80
20
100
no; 20%
yes; 80%
Finding:
Almost 80% of the total surveyed employees said that they are being
encouraged and supported by their managers
while 20% said that they do not get this kind of encouragement and
support from their managers
Analysis:
52
QUESTION-17
EMPLOYEES WORK IS CHALLENGING, STIMULATING AND REWARDING:
Option
Yes
No
Total
Respondent
310
90
400
Percentage
77.5
22.5
100
no; 23%
yes; 78%
Finding:
Analysis:
53
QUESTION-18
THE ENVIRONMENT IN THE ORGANISATION SUPPORTS A BALANCE
BETWEEN WORK AND PERSONAL LIFE:
Option
Yes
No
Total
Respondent
292
108
400
Percentage
73
27
100
no; 27%
yes; 73%
Finding:
Analysis:
This question was aimed at identifying the extent of support to personal life
the organization gives to the employees, because in the industry like
BPOs and Call centers, work timings and the way employees have to
handle their duty is we think very awkward and stressful respectively
The feedback of the employees reveals that employees to 73% agreed
that they are able to handle their work life e with the personal life
Those who denied to accept the statement were also not minor, was
nearly 30% in which majorly comprising of female employees working in
this industry
54
QUESTION-19
ABLE TO SATISFY BOTH JOB AND FAMILY RESPONSIBILITY:
Option
Yes
No
Total
Respondent
278
122
400
Percentage
69.5
30.5
100
no; 31%
yes; 70%
Finding:
Out of the total employees 69.5% replied that they are able to satisfy
both job and family responsibilities
On the other hand 30.5% said that they are not able to do so
Analysis:
55
QUESTION-20
PEOPLE ARE HELD ACCOUNTABLE FOR THE QUALITY OF WORK THEY
PRODUCE:
Option
Yes
No
Total
Respondent
324
76
400
Percentage
81
19
100
no; 19%
yes; 81%
Finding:
81% of the total employees said that they are held accountable for the
quality of work they produce
While the remaining 19% said that they do not get such kind of credits
Analysis:
The purpose for asking this question is to know whether the top
management values their employees or not.
Almost 81% of the total employees said that they are held accountable
for the quality of work they perform which means that they are being
valued by the top management, that directly boost their motivation level
resulting into better efforts in the organization and high satisfaction
level.
The rest said that they are not held accountable for the quality of work
they perform which means that the organizations atmosphere may be
biased. This kind of situation demotivates the employees; the
organization needs to take corrective measures for it.
56
QUESTION-21
SATISFIED WITH OVERALL JOB SECURITY OR NOT:
Option
Yes
No
Respondent
288
112
Percentage
72
28
Total
400
100
no; 28%
yes; 72%
Finding:
While asking whether they are satisfied with overall job security or not,
72% said Yes and the rest 28% said No
Analysis:
This question was identified to know whether employee feel safe about
their job security or not because we think that there is a significant
relationship between employees overall job security and their
motivation cum satisfaction level
This question is of a great relevance because in the industry like BPO
and call centers, employees attrition rate is one of the major issues
As more than 70%(72%) of employees believe that they are satisfied
with their overall job security and can work in the organization without
any fear of retrenchment, lay-off or attrition from the organization, in
case of extreme conditions
28% of them replied to No which shows that they are not satisfied
with their overall job security because of lack of performance or
contract period etc.
57
LIMITATIONS
58
The research was aimed at identifying the factors that influence the satisfaction level
of employees working in BPOs and Call centers. We, as a group hereby would like
to conclude our research by saying that employee satisfaction is not the result of
only one or two factor. But it is sourced from various factors like working environment
within which they work, relations with their colleagues, supervisors, bosses, and rest
of the employees, their expectation when they join the organization and the
realization of the same and many more what we have highlighted in our project).
Its a result of these factors mentioned above that plays major role in determination
of the satisfaction level of employee. Employee is motivated and get satisfied not
because only what they perceive and what they realize after joining, but it is their
belief, values and the way of working along with their attitude towards organization
and work that we think, put major emphasis in determining the satisfaction level of
employees. Though it is agreed that a very modern, educated, youth oriented and
sophisticated industry like BPOs and Call centers, employees tend to believe what
they think is more rewarding and shining for them, is appropriate and a growth
fuelling for them. We think employees are what they think and believe in, beyond a
point.We here do believe that satisfaction level of employees is going up in this
industry, but challenges remain at the same level. Organizations and HR team will
have to work hard to convert a dissatisfied or less dissatisfied employee into a more
satisfied, motivated and a result oriented employee. Satisfaction level of employees
can be increased by taking into account various stets and programs along with
concrete policies, this major problems of this kind, we think, can be lowered down.
Also recommendation of ours can be a great help to this industry.
with
actual
We would like to recommend that most of the employees expect that the
organization will give them good salary; there will be a good working
environment and all working facilities and training necessary for the work
to be done by them. So, the organization must provide employees with all
these facilities and training so that the employees can work smoothly and
efficiently. For this we recommend:
Timings of working:
59
60
61
part
of
the
62
APPENDICES
63
QUESTIONNARE
64
Agree
Disagree
Strongly disagree
Negative
Stressful
Very bad
Satisfied
Dissatisfied
Highly dissatisfied
65
66
Satisfied
Dissatisfied
Highly dissatisfied
No
No
No
No
No
No
No
67
No
No
No
No
No
68
BIBLOGRAPHY
www.wikipedia.org
www.wipro.org
www.custominsight.com
www.forbes.com
69