JOB SATISFACTION OF EMPLOYEES

IN
BSNL

SUBMITTED BY
KAVYA KHANDELWAL
BBA 6th SEM
ENROLLMENT NO-A7006410033

Under guidance of:

Faculty Guide
Komal Malik
Lecturer
ABS, Lucknow

(DISSERTATION REPORT IN PARTIAL FULFILMENT OF THE AWARD OF FULL TIME BBA (2010-13)

AMITY BUSINESS SCHOOL

AMITY UNIVERSITY UTTAR PRADESH LUCKNOW

1
 STUDENT’S CERTIFICATE

I hereby declare that the study of “JOB SATISFACTION OF EMPLOYEES IN BSNL” has

been exclusively done by me under the able guidance of Mrs. KOMAL MALIK, in partial

fulfilment of the requirement for award of degree of BACHELORS IN BUSINESS

ADMINISTRATION from Amity University, Uttar Pradesh.

I also declare that the contents of this report are true to the best of my knowledge.

Signature: Signature: Signature:

Kavya Khandelwal Komal Malik Prof. V.P. Sahi

Student Faculty guide Director (ABS)

2
 CERTIFICATE BY FACULTY GUIDE

Forwarded here with a Dissertation report on “JOB SATISFACTION OF EMPLOYEES IN

BSNL” submitted by KAVYA KHANDELWAL Enrolment No. A7006410033, student of

BBA 6th Semester (2010-2013).

This project work is partial fulfilment of the requirement for the degree of Bachelors in Business

Administration from Amity University Lucknow Campus, Uttar Pradesh.

Mrs. Komal Malik

Lectures, ABS

(Faculty Guide)

3
 TABLE OF CONTENTS

TITLE PAGE NO.

 Executive Summary 6
 Acknowledgement 7
 Chapter 1- INTRODUCTION 8-16
 Introduction 9
 Definition 11
 Objectives of the study 12
 Scope of the study 13
 Research Methodology 14
 Sampling Methodology 15
 Limitation of the study 16
 Chapter 2- PROFILE OF BSNL 17-56
 Telecom in India 18
 Background 19
 Company Profile 25
 Vision & Mission 30
 Product/Service Profile 31
 Product profile 31
 Services 33
 Achievements & Awards 39
 Board of Directors & HR 41
 SWOT Analysis 42
 BSNL Lucknow 56
 Chapter 3- JOB SATISFACTION AT BSNL 57-65
 Job Satisfaction 58
 Theories 61
 Determinants of Job Satisfaction 64
 Chapter 4- DATA ANALYSIS 66-80
 Findings 67
 Suggestions 68
 Conclusions 69
 Annexure & Analysis 70
 Chapter 5- BIBLIOGRAPHY 80-81
 References 81

4
 TABLE OF GRAPHS

TITLE PAGE NO.

FIG 1.1 Growth 20

FIG 1.2 Teledensity 21

FIG 1.3 Internet Services 22

FIG 1.4 Major Players 24

QUESTIONNAIRE FIGURES

FIG 4.1 70

FIG 4.2 71

FIG 4.3 72

FIG 4.4 73

FIG 4.5 74

FIG 4.6 75

FIG 4.7 76

FIG 4.8 77

FIG 4.9 78

FIG 4.10 79

TABLE 1.1 Organization Chart 42

5
 EXECUTIVE SUMMARY

The project describes a project undertaken for BHARAT SANCHAR NIGAM LTD, Lucknow
to study the Job Satisfaction of the employees in the organization.

Job satisfaction in regards to one’s feeling or state of mind regarding nature of their work. Job
can be influenced by variety of factors like quality of one’s relationship with their supervisor,
quality of physical environment in which they work, degree of fulfillment in their work, etc.

Positive attitude towards job are equivalent to job satisfaction where as negative attitude towards
job has been defined variously from time to time. In short job satisfaction is a person’s attitude
towards job.

Job satisfaction is an attitude which results from balancing & summation of many specific likes
and dislikes experienced in connection with the job- their evaluation may rest largely upon one’s
success or failure in the achievement of personal objective and upon perceived combination of
the job and combination towards these ends.

In any organization it is important to keep a record that the employees are satisfied with their job.
As if the employees are happy and satisfied with their job it would help the organization to
prosper and gain success throughout.

The study was done with the help of Primary as well as Secondary data. Primary was collected
through questionnaire and Secondary data was collected through internet and books.

The topic chosen JOB SATISFACTION was aimed for the betterment of organization in terms
of quality as well as quantity.

6
 ACKNOWLEDGEMENT

A Dissertation project is an important part of management curriculum. It helps the student to

undergo the simulation test of what the student is going to face in the future job sphere and a
taste of practicality. It helps the student to understand how an organization works.

My Dissertation project is an experience worth sharing. The Dissertation project has enhanced
my managerial skills and made me apt to face all the hurdles in my future.

At the successful completion of the Dissertation Report, I wish to express my true regards to
individuals who supported and directed me during the completion of the study.

No book, fact or fiction is ever exclusively the product of the individual whose name appears of
this title page. Likewise this project report has been possible because of the support and
guidance of innumerable people.

I like to give my cordial thanks to the whole staff members of BSNL, Lucknow for their
cooperation during my data collection and providing me their valuable time.

I would also like to express my gratitude to my faculty guide Mrs. Komal Malik, for their
valuable guidance support and help.

Last but not the least I am thankful to my parents for their motivation support and full and help.

KAVYA KHANDELWAL

7
 Chapter -1

INTRODUCTION

8
 INTRODUCTION

Human resource is considered to be the most valuable asset in any organization. It is the sum-
total of inherent abilities, acquired knowledge and skills represented by the talents and aptitudes
of the employed persons who comprise executives, supervisors and the rank and file employees.
It may be noted here that human resource should be utilized to the maximum possible extent, in
order to achieve individual and organizational goals. It is thus the employee’s performance,
which ultimately decides, and attainme]nt of goals. However, the employee performance is to a
large extent, influenced by motivation and job satisfaction.

The term relates to the total relationship between an individual and the employer for which he is
paid. Satisfaction does mean the simple feeling state accompanying the attainment of any goal;
the end state is feeling accompanying the attainment by an impulse of its objective. Job
satisfaction does mean absence of motivation at work. Research workers differently described
the factors contributing o job satisfaction and job dissatisfaction.

The survey made regarding the job satisfaction in BSNL will facilitate and enables the
management to know the perceptions and inner feelings regarding the job they are performing on
day-to-day basis. The term job satisfaction reveals and focuses on the likes and dislikes of the
employees of BSNL. In this particular study the researchers tries to identify the causes for
satisfaction and dissatisfaction among the employees. So this is the most effective and selective
instrument for diagnosing and peeping into the employee’s problems.

Job satisfaction survey can give the most valuable information the perceptions and causes. For
satisfaction/dissatisfaction among the employees attitude towards job satisfaction may be either
positive or negative. This positive feeling can be re-in forced and negative feelings can be
rectified. This survey can be treated as the most effective and efficient way, which makes the
workers to express their inner and real feelings undoubtedly.

9
For any future course of action/ development, which involves employee’s participation, is
considered. The management will get a picture their employee’s acceptance and readiness. This
survey also enables to avoid misinterpretations and helps management in solving problems
effectively. It is observed during study some of the employees accepted the proposal survey
research. A perfectly contentment and satisfaction motivates an employees to be confident with
a high morale, it is an asset to organization as a whole.

Thus the high motivation and morale of an employee make him to remain in the organization and
encourage him to face cut throat competition and gives him enough dynamism to face
challenges.

Every human being possess him own unique resource, if properly channels it by supportive and
supplement, ultimately for achieving organization goals.

As proper breathing and diet is necessary to healthy human being so as is contentment to the job
satisfaction. This contentedness ultimately acts as a key factor to human resource development.

10
Definition

Job satisfaction refers to a person’s feeling of satisfaction on the job, which acts as a motivation
to work. It is not the self-satisfaction, happiness or self-contentment but the satisfaction on the
job.

Hoppock describes job satisfaction as “any combination of psychological, physiological and

environmental circumstances that cause and person truthfully to say I am satisfied with my job.

Job satisfaction is defined as the, “pleasurable emotional state resulting from the appraisal of
one’s job as achieving of facilitating the achievement of one’s job values.

11
 OBJECTIVES OF THE STUDY

 The primary objective of this study is to study the job satisfaction level with respect to
Salary and other employee Benefits of Bharat Sanchar Nigam Ltd.
 Suggest measures, which might help the organization in improving the “job satisfaction”
level among the employees.
 To Study the working environment and the problems faced by the employees in BSNL.
 To identify the extent of job satisfaction in the BSNL employees and its impact on the job
performance of the employees.

12
 SCOPE OF THE STUDY

In the survey an attempt has been made to analyze the job satisfaction of employees of BSNL,
Lucknow.

The Head Office of the BSNL is situated at New Delhi with as Circle Office in the Capital of
Andhra Pradesh and a Divisional Office at Warangal District. The study tries to understand
the level of satisfaction among the employees of BSNL. It further explains the area on
which employees are mostly dissatisfied.

Job satisfaction of the employees has been analyzed on the basis of the following seventeen
job related factors.

 Salary and monetary benefits

 Job security
 Promotion policy
 Working environment
 Employees participation in management
 Freedom of expressions
 Nature of job
 Interest taken by superiors
 Superiors and sub-ordinate relationship
 Medicare
 Loans
 Conveyance
 L.T.C.

13
 RESEARCH METHODOLOGY

The study was conducted at Bharat Sanchar Nigam Ltd. Lucknow branch. In the preparation of this
report, the researches of the data are done from different sources. The sources of data as follows:

 Primary data: This data is gathered from first hand information sources, the data collection from
employees, managers, clerks etc., by administrating the questionnaire having face to face
interaction with employees of BSNL Lucknow.

 Secondary data : This will give the theoretical basis required for the report presentation which
can be available from various sources such as magazines, office files, inter office manual and web
site.

Data Processing And Analysing

Data, which is gathered by administering questionnaires, was processed in simple manner to determine
the level of satisfaction among employees. Every response was assigned some score based on this overall
satisfaction level was determined.

Data collected is carefully tabulated and analyzed by using satisfaction methods and also various graphs
are used.

14
 SAMPLING METHODOLOGY

Sampling Technique:

Initially, a rough draft was prepared keeping in mind the objective of the research. A pilot study
was done in order to know the accuracy of the questionnaire. The final questionnaire arrived
only after certain important changes were done. Thus my sampling came out to be judgmental
and continent.

Sampling Unit:

The respondents who were asked to fill out questionnaires are the sampling units. These
comprise of the employees of BHARAT SANCHAR NIGAM LTD.

Sampling Size: 20

15
 Limitations of the Study

 The study was conducted only in Lucknow branch of Bharat Sanchar Nigam Ltd.

 Due to the limitation of time the study could not be made more detailed.

 Due to confidentiality of some information accurate response was not revealed by some
of the respondents.

 Some of the replies of the employees may be biased.

 Respondents have marked the answers in the questionnaire which may be sociaaly
incorrect irrespective of their actual feeling.

16
 Chapter – 2

PROFILE OF BHARAT
SANCHAR NIGAM LIMITED

17
 Telecom in India

Telecom in India was started by private persons in 1851 as “Public Utility Service”.
Subsequently it was taken over by Govt. of India in 1943 as department of Telecommunication;
it functions under the communication ministry headed by a Cabinet Minister. The office is
situated at New Delhi, having circle offices in all states in India. The circle office is located at
the capital city of the every district of all states under supervision of General Manager. It is
world’s 7th largest company and India’s No.1 Telecom Company and celebrating 150 years of
Telecom Services.

The BSNL is formed on 1st October 2000. The BSNL is the largest public sector, serving more
than 35 million customers and with a work force of 4,50,000 offices and employees, for its
maintenance and operation. With the successful launch of BSNL’s WLL, Mobile and
Broadband services all over the country. It has the responsibilities to improve already quality of
telecom services expansion of telecom network, taking telecom services in all the villages and
instilling confidence amongst its customers.

The company with a sound financial base is ready to face the impact of the upcoming
competition. BSNL has received an overwhelming response to its simultaneous launch of
cellular mobile Telephone Services (CMTS) across the country. The introduction of DSL
technology in the access network will be another solution to meet the demand for high
bandwidth considerably. Other technological innovations in the form of Managed Leased Line
Networks (MLLN),LMDs DLCs AND RLC in the access network are in different phases of
implementation. Commissioning of DWDM in the main routes through “Sanchar Sagar Project “
has laid the foundation for the formation of National Information Super Highway. Introduction
of Internet Telephony (“WEBPHONE”) has proved our commitment towards “Providing World-
class Telecom Services at a very affordable price to its valued customers.

Today , BSNL have a strong network of 100% digitalized exchanges interconnected by 100%
reliable transmission media. They serve 1,05,989 landline customers through 117 exchanges.
BSNL commissioned a state of the art Digital Trunk Automatic Exchange of 12,000 lines
capacity exclusively for long distance traffic, introduced Intelligent Network Services (India
Telephone Cards, Free Phone Services, Teleporting, etc.,) recognize digital exchanges of latest
technology in the trinity so as to offer Comtrex facility all over the city.

18
Background

The Indian Telecommunications network with 203 million connections is the third
largest in the world and the second largest among the emerging economies of Asia.
Today, it is the fastest growing market in the world. The telecommunication sector
continued to register significant success during the year and has emerged as one of the
key sectors responsible for India’s resurgent India’s economic growth.
 Telecom sector accounts for 1 percent of India’s GDP. Likely to double in 2-
3 years.
 Telecom services contribute 30 percent to India’s total service tax revenue
 The Indian telecom sector gives direct employment to more than 4,00,000
people, compared to about 6,00,000 people in China.
 Not just the enabler of software, BPO and ITeS companies, it is also the
lifeline of a fast growing E-commerce space.
 State-of-the-art telecom infrastructure has led to the rise of cities like Mysore,
Mangalore, Jaipur, Ahmedabad, Kochi on the software services map.
 This has helped spread the benefits of a booming Indian economy to beyond
metros and large cities, and wealth creation is happening in tier-2 cities.

19
Growth

The sector, which was growing in the range of 20 to 25 per cent up to the year 2002-03,
has moved to a higher growth path of an average rate of 40-45 per cent during the last
two years.

Indian Telecom Subscriber Annual Growth Rate

45
42.4
40 40
35
30 29
27.7
25 24.7 25.2 24.7 24
22 22 21.9 21.2
20
17 18
15 15
10
5
0

FIG: 1.1

This rapid growth has been possible due to various proactive and positive decisions of
the Government and contribution of both by the public and the private sector. The
rapid strides in the telecom sector have been facilitated by liberal policies of the
Government that provide easy market access for telecom equipment and a fair regulatory
framework for offering telecom services to the Indian consumers at affordable prices.

20
Teledensity

The telecom sector has shown robust growth during the past few years. From a
Teledensity of mere 0.5 per cent in the year 1989, it has grown to double digit in the year 2005.

India's Growing Teledensity

25

22
20

15

11.4
10

5 5.1
3.6
2.3
1.1 1.6
0.6 0.8
0 0.5
89-91 91-93 93-95 95-97 97-99 99-01 01-003 03-005 05-007 07-009

FIG: 1.2

Buoyed by the better-than-expected teledensity in 2005 (11.4 per cent against 8.6 per
cent in 2004) due to the mobile boom in India, Department of Telecommunications
(DoT) has revised the upwards the target of 22 per cent teledensity by 2007.

21
Internet Services

Internet services were launched in India on August 15, 1995. In November 1998 the
government opened up the sector to private operators. A liberal licensing regime was put
in place to increase Internet penetration across the country. Though a large number of
Internet Service Providers (ISPs) has been licensed (389) to operate Internet service today, just
the top 20 ISPs service 98 per cent of subscribers.

Similarly, while internet telephony is permitted to 128 ISPs, only 32 actually provide the
service. The slow growth of internet and broadband will make the target of 18 million
internet subscribers and 9 million broadband connections by 2007 tough to achieve.

The growth of IP telephony or grey market is also a serious concern. Government loses revenue,
while unlicensed operation by certain operators violates the law and depletes licensed operators
market share.

New services like IP-TV and IP-Telephony are becoming popular with the demand likely
to increase in coming years. The scope of services under existing ISP license conditions
are unclear.

22
 Internet Subscriber Base In Per cent

2% 1% 5%
5% BSNL
MTNL
6% Sify
Bharti Airtel
44% Reliance
7%
VSNL
You Telecom
Hath Way Cable & Data
9% Others

19%
FIG: 1.3

Internet subscribers stood at 8.6 million for the quarter ending 31st December 2006, registering an
increase of 6.00 per cent. The growth trend during the quarter is positive as compared with last
quarter where it was 5.02 per cent. The total Internet subscribers increased from 6.7 million at
the end of December 2005 to 8.6 million at the end of December 2006 registering a growth of
28.03 per cent.

Bharat Sanchar Nigam Ltd (BSNL) has retained its top position and reported a subscriber base of
38.12 Lakhs Internet subscribers against 3.55 million during the last quarter. Mahanagar
Telephone Nigam Limited (MTNL) has retained second position with a subscriber’s base of 1.66
million. Sify Limited is third with a base of 8,06,000 subscriber.

23
Major Players

There are three types of players in telecom services:

• State owned companies (BSNL and MTNL)
• Private Indian owned companies (Reliance Infocomm, Tata Teleservices,)
• Foreign invested companies (Hutchison-Essar, Bharti Tele-Ventures, Escotel, Idea Cellular,
BPL Mobile, Spice Communications)

Market Share of Wireless Operators

7%
8% 20%
Reliance
Bharti Airtel
10% BSNL
Hutch
TTSL
IDEA
Others
21%
16%

18%

FIG: 1.4

24
 Company profile

Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th largest Telecommunications
Company providing comprehensive range of telecom services in India: Wire line, CDMA
mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services,
IN Services etc. Within a span of five years it has become one of the largest public sector unit in
India.

BSNL has installed Quality Telecom Network in the country and now focusing on improving it,
expanding the network, introducing new telecom services with ICT applications in villages and
wining customer's confidence. Today, it has about 47.3 million line basic telephone capacity, 4
million WLL capacity, 20.1 Million GSM Capacity, more than 37382 fixed exchanges, 18000
BTS, 287 Satellite Stations, 480196 R km of OFC Cable, 63730 R km of Microwave Network
connecting 602 Districts, 7330 cities/towns and 5.5 Lakhs villages.

BSNL is the only service provider, making focused efforts and planned initiatives to bridge the
Rural-Urban Digital Divide ICT sector. In fact there is no telecom operator in the country to
beat its reach with its wide network giving services in every nook & corner of country and
operates across India except Delhi & Mumbai. Whether it is inaccessible areas of Siachen
glacier and North-eastern region of the country. BSNL serves its customers with its wide
bouquet of telecom services.

BSNL is numero uno operator of India in all services in its license area. The company offers
wide ranging & most transparent tariff schemes designed to suite every customer. BSNL cellular
service, CellOne, has more than 17.8 million cellular customers, garnering 24percent of all
mobile users as its subscribers. That means that almost every fourth mobile user in the country
has a BSNL connection. In basic services, BSNL is miles ahead of its rivals, with 35.1 million
Basic Phone subscribers i.e. 85 per cent share of the subscriber base and 92 percent share in
revenue terms.

BSNL has more than 2.5 million WLL subscribers and 2.5 million Internet Customers who
access Internet through various modes viz. Dial-up, Leased Line, DIAS, Account Less
Internet(CLI). BSNL has been adjudged as the NUMBER ONE ISP in the country. BSNL has
set up a world class multi-gigabit, multi-protocol convergent IP infrastructure that provides
convergent services like voice, data and video through the same Backbone and Broadband
Access Network. At present there are 0.6 million DataOne broadbandcustomers.

The company has vast experience in Planning, Installation, network integration and Maintenance

of Switching & Transmission Networks and also has a world class ISO 9000certified Telecom
Training Institute. Scaling new heights of success, the present turnover of BSNL is more than
Rs.351,820million (US $ 8 billion) with net profit to the tune of Rs.99,390 million (US $ 2.26
billion)for last financial year.

25
The infrastructure asset on telephone alone is worth about Rs.630,000million (US $ 14.37
billion). BSNL plans to expand its customer base from present 47 millions lines to 125 million
lines byDecember 2007 and infrastructure investment plan to the tune of Rs. 733 crores (US$
16.67million) in the next three years.

The turnover, nationwide coverage, reach, comprehensive range of telecom services and
thedesire to excel has made BSNL the No. 1 Telecom Company of India.

26
Interesting Facts

 There are 2 million BSNL mobile connections in rural India(a record, no other
connection is as famous as bsnl in rural areas) .

 BSNL supplies phone lines to all other network such as Airtel,Vodafone etc.

 BSNL is the only network which offers broadband connections .

 More than 50% of the international calls coming to India, use Reliance network.

 Largest pan India coverage-over 11000 towns & 3 lakh villages.

 India’s No. 1 wireless service provider with more than 50 million customers.

 An incredible speed of 2mbps is only offered by BSNL.

 The only Mobile service available through out the country including Jammu and
Kashmir and North Eastern states like Arunachal Pradesh, Nagaland, Mizoram etc.

27
ASPIRATION

 Be the leading Telecom Service Provider in  India with global presence.  

 Create a customer focused organisation with excellence in sales, marketting and customer
care.  

 Leverage technology to provide affordable and innovative products/services across

customer segments

 Provide a conducive work environment with strong focus on performance

 Establish efficient business processes enabled by IT

28
Nature of the business carried

BSNL is basically a telecom (land line) service provider. But now a days apart from these
services, the operations of the company has been diversified into several arenas such as
3G,customer care,call centres, mobile services,etc.

29
Vision of BSNL

To become the largest telecom Service Provider in Asia.

Mission of BSNL

 To provide world class State-of-art technology telecom services to its customers on

demand at competitive prices.

 To Provide world class telecom infrastructure in its area of operation and to contribute to
the growth of the country's economy.

30
 Products / Services Profile

1. Products of BSNL

 BSNL LANDLINE

 BSNL MOBILE
POSTPAID
PREPAID
UNIFIED MESSAGING
GPRS/WAP/MMS
DEMOs
TARIFF

 BSNL WLL

 INTERNET SERVICES
NETWORK
BROADBAND
WI- F I
CO-LOCATION SERVICE
BSNL WEB HOSTING
DIAL UP INTERNET
SMS& BULK SMS

 BSNL BROADBAND

 BSNL MANAGED NETWORK SERVICES

 BSNL MPLS-VPN

 ISDN

 LEASED LINE

31
 INTELLIGENT NETWORK

FREE PHONE SERVICE

PREMIUM RATE SERVICE
INDIA TELEPHONE CARD
VIRTUAL PRIVATE NETWORK (VPN)
VOICE VPN
UNIVERSAL NUMBER
UNIVERSAL PERSONAL NUMBER
TELE VOTING

 VIDEO CONFERENCING

 AUDIO CONFERENCING

 TELEX/ TELEGRAPH

EPABX
EPABX
FREE EPABX
CENTREX

 HVNET

 INMARSAT

 TRANSPONDER

32
 2. Services of BSNL

When it comes to connecting the four corners of the nation, and much beyond, one solitary name
lies embedded at the pinnacle - BSNL.  A company that has gone past the number games and the
quest to attain the position of a leader .  It is working round the clock to take India into the future
by providing world class telecom services for  people of India.  BSNL is India's no. 1 Telecom
Service provider and  most trusted Telecom brand of the Nation.

Driven by the very best of telecom technology from chosen global leaders, it connects each inch
of the nation to the infinite corners of the globe, to enable you to step into tomorrow.  

Basic Telephone Services

 The Plain old, Countrywide telephone Service through 32,000 electronic exchanges. Digitalized
Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions.

BSNL launched DataOne broadband service in January 2005 which shall be extended to  198
cities very shortly. The service is being provided on existing copper infrastructure on ADSL2
technology. The minimum speed offered to the customer  is  256 Kbps at Rs. 250/- per month
only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-on
Demand, Broadcast etc will subsequently be added.
 

33
Internet

Keeping the global network of Networks networked, the countrywide Internet Services of BSNL
under the brand name includes Internet dial up/ Leased line access, CLI based access (no account
is required) and DIAS service, for web browsing and E-mail applications. You can use your
dialup sancharnet account from any place in India using the same access no '172233' , the facility
which no other ISP has. BSNL has customer base of more than 1.7 million for sancharnet
service.

BSNL also offers Web hosting and co-location services at very cheap rates.  

34
ISDN

Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing
high speed and high quality voice, data and image transfer over the same line. It can also
facilitate both desktop video and high quality video conferencing.
 

Intelligent Network

Intelligent Network Service (In Service) offers value-added services, such as:

 Free Phone Service (FPH)

 India Telephone Card (Prepaid card)

 Account Card Calling (ACC)

 Virtual Private Network (VPN)

 Tele-voting

 Premium Rae Service (PRM)

 Universal Access Number (UAN) and more.

I-Net

India s x.25 based packet Switched Public Data Network is operational in 104 cities of the

35
country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay services.

 Leased Lines & Datacom:-

BSNL provides leased lines for voice and data communication for various application on point to
point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-
up lines.  Bandwidth is available on demand in most cities. Managed Leased Line Network
(MLLN) offers flexibility of providing circuits with speeds of nx64 kbps upto 2mbps, useful for
Internet leased lines and International Principle Leased Circuits (IPLCs).

Cellular Mobile Service

36
Postpaid and Prepaid

BSNL’s GSM cellular mobile service Cellone has a customer base of over 5.2 million. BSNL
Mobile  provides all the services  like MMS, GPRS, Voice Mail, E-mail, Short Message Service
(SMS) both national and international, unified messaging service (send and receive e-mails) etc.
You can use BSNL Mobile in over 160 countries worldwide and in 270 cellular networks and
over 1000 cities/towns across India. It has got coverage in all National and State Highways and
train routes. BSNL Mobile offers all India Roaming facility to both pre-paid and post-paid
customers (including Mumbai & Delhi).

             

Wireless in Local Loop

37
This is a communication system that connects customers to the Public Switched Telephone
Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or
part of the connection between the subscribers and the telephone exchange.

 Countrywide WLL is being offered in areas that are non-feasible for the normal
network.

 Helping relieve congestion of connections in the normal cable/wire based network in

urban areas.

 Connecting the remote and scattered rural areas.

 Limited mobility without any air-time charge.

Achievement and Award of BSNL

38
  BSNL National Awards 2006 ceremony was held on the occasion of World Telecom Day
on 17th May 2006 at New Delhi.

 Awards were given by Hon’ble Minister of State for Communications & IT Dr. Shakeel
Ahmed. Also present on the occasion were Secretary DoT Dr. J.S Sharma, CMD BSNL
Shri. A.K Sharma, Director Operations BSNL Shri. J.R Gupta and other dignitaries.

 Awards such as Bharat Sanchar Doot AtiVishist Sanchar Seva Padak, Best Maintained
Telecom System, Best Improved Telecom System and Telegraph Awards are given on
this occasion.

Achievements/Milestones:-

39
Since BSNL's formation on October 1, 2000  up to September 2001, significant growth has been
achieved in almost all the infrastructural parameters:

 Number of exchanges has grown by 14% to 32369.

 Equipped capacity has grown by 21.5% to 36.43 million in one year.
 Direct exchange lines have grown by 21.5% to 29.4 million.
 TAX capacity has grown by 7.8% to 25,40,000.
 OFC route kms has grown by about 26.9% to 241841.

Board of Directors and Human Resources

40
The corporate structure of BSNL Board consists of CMD and five full time Directors. Human
Resources Planning and Development, new services, operations, financial, commercial and
marketing who manage the entire gamut of BSNL. There are two government nominees on the
time Board of directors of the BSNL.

Chairman and M.D. Mr. Gopal Das

Director (Finance) Mr. Gopal Das

Director (HRD) Mr. Gopal Das

With a corporate philosophy that human resources as the most prized assets of the
organization. It’s natural for BSNL to continually to plan, recruit, train, develop and apprise of
the organization have build up a strong base for the conducting the business activities. In that
order BSNL believes in the following:

 BSNL has a vast reservoir of highly skilled and expertise work force about 4,50,000
personnel.
 BSNL believe that their staff is one of the best trained man owed in the telecom sector is
the biggest asset of the organization.
 The organization believes that their future depends on our staff that provides service to
valued customers and says to touch with them.
 To meet the technological challenges, employees are trained for technology up gradation,
modernization, computerization etc. in BSNL’s training centers spread across country.
These centers are properly equipped with the requisite infra structure facilities such as
lecture rooms, modern audio visual aids, libraries, hostels etc.
 Different curriculum run in these centers to import technology based training for
additional change, basic education and skill development programmes etc.

Organization Chart of BSNL:

41
TABLE: 1.1

Company HR Policy

 Company lay out

 Selection &Recruitment

42
 Motivation
 Training
 Wage & Salary
 Performance appraisal

SELECTION & RECURITMENT

Sources Of Recruitment

43
External

External sources

 Management consultant

 Advertisement

 Management institute

 Recomendentaion

 Deputation personnel

Selection process

 Job analysis
 Initial screening
 Application bank
 Test
 Interview
 Reference check
 Medical final and job offer 

MOTIVATION

44
The job of a manager in the workplace is to get things done through employees. To do this the
manager should be able to motivate employees. But that's easier said than done. Motivation
practice and theory are difficult subjects, touching on several disciplines. In spite of enormous
research, basic as well as applied, the subject of motivation is not clearly understood and more
often than not poorly practiced. To understand motivation one must understand human nature
itself. And there lies the problem. In B.S.N.L as we all know that it’s a government organization
so they not give such motivational package which an employee get in private organization. But
without motivation package no employee give their maximum to the organization .some
motivational package which B.S.N.L give there employee is:-

 Free telephone facility

 Promotion

 Transfer 

 Time to time revision of pay scale

 Central government facility

 Quarter for leaving

 Good working environment

EMPLOYEE TRAINING

45
Employee training is the planned effort of an organization to help employees learn the job related
behaviors and skills they will need to do their job properly. It is a set of planned activities that
the organization will have their employees complete in order to increase their job knowledge and
skills and to have them get accustomed to the attitudes and social atmosphere of the company. It
will help the employee to be familiar with the goals of the organization and the job requirements.

There are typical steps that go into a training program. These are outlined below.

 Conduct Needs Assessment: A need is described as a "gap" between what is currently

known and what will be needed now and in the future. These gaps in knowledge could
be between what an organization expects to happen and what actually does, how
employees are performing on the job and how the organization desires them to perform,
and existing skills and desired skill level.

In order to conduct an assessment there are some analyses that must be done.

 An organizational analyses determines the effectiveness of an organization, where

training is needed and under what conditions the training will be conducted.
 A task analysis is used to provide data about a job or group of jobs, and the
knowledge, skills, attitudes and abilities that are needed to achieve optimum
performance. This information can come from job descriptions, task analyses,
employee questionnaires and interviews, performance evaluation, and observation
of the workplace.
 Finally - person analysis analyses how well an individual employee is doing their
job and determines which specific employees need training and what kind of
training. The methods of this kind of analysis include employee questionnaires
and interviews, performance evaluation, skill and knowledge testing and the
observation of behavior and results.

Implement Training Methods: Now that the analysis has been done, the training method needs
to be chosen. The two most frequently used training methods include:

46
 Lecture: Lecture involves one-way communication, from instructor to learner - the
learner is passive in the process.

 On-the-job-training: This method involves such methods as apprenticeship and

mentoring, where the employee is actively engaged in the type of work they will later be
doing on their own.

 Programmed instruction: This is a form of instruction that is pre-programmed and then

delivered methodologically to an individual.  This form of instruction is self-paced - the
employee determines how fast they will learn and complete the steps and it is often
completed more quickly than group training. It can be delivered via a computer and can
be costly to prepare.

 Simulations: This sort of training involves an employee being placed into a simulated
situation of what may occur in real on-the-job situations. Techniques include Case
studies where trainees analyze a problem outlined in a report and offer solutions; role
playing where simulated roles are acted out; and behavioral modeling where trainees
observe proper work behavior and then role play it. Part of the implementation of the
training is making sure that the training is actually teaching the employees the skills they
will need - this is known as the Transfer of Training. A more technical definition is: the
extent to which the knowledge, skills or attitudes learned in the training will be used or
applied on the job. There are ways to increase the probability of what employees are
being trained will really relate to their actual job behavior. To do this, one can maximize
the similarity between the training situation and the job situation, provide a variety of
examples when teaching skills and reward trained behaviors and ideas on the job.

 Training Evaluation: Training evaluation is used to evaluate the reactions of the

learners, measure the learning that occurred, assess on-the-job behaviors, identify
business results that are due to the training and calculate if the investment in training has
had any return in the gains of the company. Business results can be measured in "hard"
data and "soft" data. Hard data are measures of productivity, quality, material costs,

47
absenteeism and turnover and customer satisfaction. Soft data is items such as
job satisfaction, teamwork, and organizational commitment on the part of the employees.

Performance appraisal

48
Performance appraisal

In the BSNL performance appraisal doesn’t play a great role reason behind that it is a
government organization but it’s a important part of organization. In BSNL every employee has
a service book which is written by his senior if employer not do his duty well then his senior
mark in his service record book which create problem for gating promotion etc.
 Performance appraisal: BSNL limited follows different types of method
toevaluate his employee performance and accordingly they provide incentives and perkto
them as well as promotion and pay rise. ITI also get done its HR audit during periodof
2002 to 2005 which included many of its office along with head quaters.

 Audit objectives: The manpower planning done by the Company was

adequate to meet its Objectives.

 The Company ensured optimum deployment of manpower.

49
  The Company introduced new recruitment policies and practices and whether they were
adequate.

 Well defined, fair and transparent career progression policies and practices were in Place

 An effective performance management system was in place.

 The training imparted by the Company was effective.

 Clearly defined and effective conduct and disciplinary rules were in place.

 Incentive and welfare policies and practices were effective.

 An adequate exit policy had been formulated and implemented by the company.

But the finding which came out was something different than the thinking of management. The
committee has given emphasis on the need of regular staff training, staff norms and heavy
investment to upgrade the knowledge base of employees.

There were many personnel in different parts of organization who were ideal and required to be
deployed to be utilized effectively.

It also keeps record of its employee in form of annual confidential report(ACR) which is used to
compare with the target set for them by the company.

The company also follows “open review system” for judging the performance of individuals. In
this system, the superior officer discusses the self appraisal submitted by his/her subordinate so
as to make the appraisal of his/her performance totally transparent.

WAGE & SALARY

Wages and Salary Administration

50
In private organization employee generally get much more than that an employee
of public organization but the difference comes in benefits that public employee receives.
Despite of huge profit, good public image, best among PSU it pays less to its employee
than other PSU.

If we compare it with other PSU in its field like BSNL, MTNL and TCIL then also its wage rate
is low. According to analyst the wage rate is set in comparison with profit earned by company
and wage rate of that industry.

After pay revision some hard step where taken like:

 Minimum wage rate was fixed for its employee.

 Different wage rate for executive and non executive employee.

 Employees were retained to a great extent.

 Annual incremental were fixed  to 5%.

 There was increment in DA and CCA (city compensation allowance).

SWOT ANALYSIS

Strengths

51
BSNL has fully integrated IP-enabled infrastructure platform thus implying application
convergence, service convergence and network convergence.

It has been successful in building right alliances in the form of network alliances with Ericsson
and Cisco Systems, IT alliances with HP Compaq, interconnecting alliances. Thus
it can focus on its main business of marketing its service BSNL has been able to maintain a
strong distribution capability. It has a selling capacity of 25 million per annum as
compared to Nokia’s 20 million per annum.

It has 90000 handset outlets as compared to Nokia’s 42000. It has

p r e s e n c e i n 5 0 0 0 t o w n s serviced by 1500 distributors as compared to Nokia’s
presence in 4600 towns serviced by 250 distributors/micro-distributors. It can leverage its
strength in wireless connectivity in the future to offer mobile telecom services. It has wireless
connectivity available in 4500 towns with a speed of 144kbps.

Backing by a healthy balance sheet of the parent company helps in investing in

assets for long term growth. Also the BSNL culture focuses on financial
conservatism, thus providing it with good human skills at managing capital.

Weaknesses

The BSNL network does not deliver on the Quality of Service parameters as decided by Telecom
Regulatory authority of India (TRAI). Due to this it suffers from high call dropping rates and a
reduction in brand equity.

52
BSNL has a major presence only in C’ Circle. It needs to establish itself also in other circles so
that it can compete with player like Bharti on a national scale.

Opportunities

A strong economy and a growing market: The Indian telecommunication industry is amongst
the fastest growing telecom markets in the world and is poised to deliver solid growth as a result
of several economic reforms that have lead to strong GDP growth pegged at
approximately 9.1%for FY 2007-08. Increasing per capita income supported by increased
53
consumption is resulting in a greater-than-proportionate impetus for telecom growth. As India
still remains one of the lowest penetrated markets, it is one of the most attractive telecom
markets in the world today. 

New technologies and paradigms: The trend towards adoption of Next Generation
Networks (NGN) is global and the discussions in India are still at a preliminary
stage. Technologies like Triple Play, wherein a single cable can deliver voice, data,
video on demand and IPTV provide u s w i t h a u n i q u e o p p o r t u n i t y t o a n
i n t e g r a t e d p l a y e r w h o i s w e l l p o s i t i o n e d t o d e l i v e r t h i s service.

Strong strategic partnerships:  Strong strategic alliances with network companies

may help BSNL Communication to focus on marketing its services. Alliances provide the
service provider the access to technological know-how as well as best practices to enhance
customer experience. It is important to leverage the strengths of our partners and
benefit from their experience and know-how.

Introduction of number portability: Number portability would allow customers to

retain their telephone numbers even after switching service providers or networks.
Companies with better service delivery and customer care platforms stand to gain
over their competitors. Extensive network coverage, coupled with aggressive pricing and
innovative products and services would help in gaining a larger share of the market. Given a
competitive position and focus on customer delight, BSNL may be positioned to attract
subscribers presently on other networks, as and when number portability gets introduced in the
market.

Threats

Regulatory decisions and changes: On the regulatory front, reduction in the entry
fee and the annual license fee for National Long Distance and International Long Distance
(ILD), combined with the impending implementation of Carrier Access Code (CAC) would lead
to greater competition in the Long Distance Segment. The implementation of Carrier Access

54
Code would make it easier for the customers to choose their long distance carrier, regardless of
access provider. A focus on offering value-for-money services to consumers would stand to gain
from the introduction of CAC.

BSNL OFFICE LUCKNOW AT GLANCE

In order to manage efficiently and better way U. P. Telecom Circle was bifurcated on 01.04.1995
into two separate Circles viz. U. P. (East) Telecom Circle with Headquarter at Lucknow and U.
P. (West) Telecom Circle with Headquarter at Dehradun ( at Present Meerut).

55
The Circle is headed by an officer of the rank Chief General Manager and is assisted by one

PGM(D) and nine General Managers for Operation,  Mobile Services (03 GMs), Marketing, NC,

Business Development, Land & Building, WLL, Telegraph and Finance and two Chief

Engineers(Civil and Electrical) at headquarter. Apart from this there are one Principal General

Manager for Lucknow , Thirteen GM in Major Telecom District and Nineteen Telecom District

Managers at minor Telecom District in the field. Total around 16 thosand employees are there to

manage BSNL UP East Telecom Services.

56
 Chapter - 3

JOB SATISFACTION
At
BSNL

JOB SATISFACTION

“I am satisfied with the job” is one way to define job satisfaction.

57
Limelight on job satisfaction was brought by Hop pock in 1935. He reviewed 32 studies on job
satisfaction. Prior of 1933 the job satisfaction is combination of psychological, physiological
and environmental circumstances that course to say truthfully that “I am satisfied with my job.”

The success of any organization depends on the effective utilization and motivation of human
resources.

Job satisfaction is an integral of the organizational climate and importance element in

management and employee relationship.

Job satisfaction is derived from the Latin words “Satis” and “facere”, which means “enough and
to do” respectively. Job satisfaction refers to an employee’s general attitude towards his job.

 Situational Factor.
 Individual Characteristics.
 Group and social relationship outside the job.

Job satisfaction is the ultimate function of all these and many individual attitudes put together.
Many thinkers consider it a collective force and not an unitary phenomenon.

Every individual has some needs and desires that need to be fulfilled. Any job, which fulfils
these needs, provides satisfaction. Satisfaction is one’s contentment job that induces motivation
and interest in work, which creates pleasure or happiness from job. Hence satisfaction plays a
vital role in every aspect of individual’s life, without satisfaction in life it becomes very difficult
to survive.

MEANING

The term job satisfaction refers to an employee’s general attitude towards his job.

58
  Job satisfaction is the favorableness or un-favorableness with which employees view
their work.

 In order to understand job satisfaction, perhaps the first step should be to demarcate the
boundaries among such terms as attitudes motivation and morale.

 A job is an important part of life. Job satisfaction influences one’s general life
satisfaction.

 The result is that satisfaction arises from a complex set of circumstances in the same way
the motivation does.

Job Satisfaction Leads To

 Motivates towards high productivity.

 Want to remain with organization.
 Act effectively in crisis.

59
  Accept necessary changes without resentment or resistance.
 Promotes the interest of the workers in the organization.

THEORIES

There are vital differences among experts about the concept of job satisfaction. Basically, there
are four approaches/ theories of job satisfaction.

60
They are:

 Fulfillment theory
 Discrepancy theory
 Equity theory
 Two-factor theory

Fulfillment theory

The main aim of this theory is to measure satisfaction in terms of rewards a person receives or
the extent to which his needs are satisfied. Job satisfaction cannot be regarded merely as a
function of how much a person receives from his job but it is the strength of the individual’s
desire of his level of aspiration in a particular area.

61
The main difficulty in his approach as observed by willing is that job satisfaction is not only a
function of what a person receives but also what he feels he should receive, as there would be
considerable difference in the actual and expectations of persons.

Discrepancy Theory

The proponents of this theory is that satisfaction is the function of what a person actually
receives from his job satisfaction and what he thanks receives or expects to receive.

This approach does not make it clear whether or not over satisfaction is a part of dissatisfaction
and if so, how it differs from dissatisfaction.

Equity Theory

The proponents of this theory are of the view that a person’s satisfaction determined by his
perceived equity which in from is determined by his input-output balance when compared to
others input-output balance. Input-output balance is the perceived ratio of what a person
received from his job relative to what he contributes to the job.

Two-Factor Theory

This theory was developed by Herzberg, Manusner, Paterson and Capwell who identified certain
factors as satisfiers and dissatisfies.

62
Factors such as achievement, recognition responsibility etc., are satisfiers, the presence of which
causes satisfaction but their absence does not result in dissatisfaction on the other hand the
factors such as supervision salary, working conditions etc are dis-satisfiers the absence of which
cause dissatisfaction however their presence does not result in job satisfaction.

This theory is considered invalid as a person can get both satisfaction and dissatisfaction at the
same time.

DETERMINANTS OF JOB SATISFACTION

According to Abraham A. Kumar there two types of variables, which determine the job
satisfaction of an individual. These are:

 Organization Variables
 Personal Variables

63
Organization variables:

 Occupational Level : The higher the level of the job, the greater the satisfaction of the
individuals. This is because, higher level of jobs carry greater prestige and self-control.
This relationship between occupational level and job satisfaction stems from social
reference group theory in our society values some jobs more than others. Hence people in
values like them more than those who are in non-valued jobs. The relationship may also
stem from the need fulfillment theory.
 Job content: Greater the variation in job content and less the repetitiveness with which
the tasks must be performed, the greater the satisfaction of the individuals involved.
Since job content in terms of variety and nature of tasks called for is a function of
occupational level. The theoretical arguments given above apply here also.
 Considerate Leadership: People to be treated with consideration. Hence considerate
leadership results in higher job satisfaction than in considerate leadership.
 Pay and Promotional opportunities: All other things being equal these two variables
are positively related to job satisfaction.
 Interaction among Employees: Here the question is, when interaction in the work group
is a source of job satisfaction and when it is not.

Interaction is more satisfying when:

 It results in the cognition that other person’s attitudes are similar to ones own since, this
permits are ready calculability of the others behavior and constitutes a validation of one’s
self.
 It results in being accepted by other and

64
  It facilitates and achievement of goals.

Personal Variables

For some people, it appears that most jobs will be dissatisfying irrespective of the organizational
conditions, where for other most jobs will be satisfying personal variable for this difference.

 Age
 Educational Level
 Role perception
 Sex

65
 Chapter - 4

DATA ANALYSIS

66
 FINDINGS

Besides several other factors the economic development of a country depends upon the effective
functioning of employees. In order to achieve this the superiors and the state should take
necessary steps for the satisfaction of employees in their respective jobs.

 Almost all the employees are satisfied with the wages paid to them.

 70% of the employees feel that there should be an incentive wages scheme for efficient
work in the organization.

 Employees are satisfied with the present working conditions and feel secure about their
job.

 70% of the employees feel that the management is sympathetic to some extent in their
problems faced at workstation,

 Management shares a very good relation with the workers.

 Employees are satisfied with the facilities provided to them and are free to express their
views freely to the management.

 Supervisors are ready to clear the doubts and help in improving their performance.

 70% of the employees feel that the company policies really protect their interests.

 50% of the employees are satisfied with the present management setup.

 60% of the employees feel that the company policies should be changed.

 Employees are satisfied with the training provided to them in improving their
performance.

 Medical, educational and housing loans are the financial benefits provided to the
employees by the organization.

 Expenses for the injured workers are borne by the organization.

 Medical compensation is also provided to the injured workers.

Overall the employees of BSNL are having a very high job satisfaction and hence they are
working with great enthusiasm and zeal to achieve their organizations goal.

67
 SUGGESTIONS

 Management should recognize talents and encourage them to grow in the organization.

 Some of the policies of the company should be changed according to the employees of
the company.

 Majority of the employees feel that there should be an incentive wage scheme for
efficient work in the organization.

 Suggestion and interest of the employees should be considered as it motivates the

employees to perform better in the future than present.

 The management should be more helpful and sympathetic towards the problems faced by
the workers at the workstation.

 The company should maintain the superior-subordinate relationship.

 The company can organize trips, family meet and fun at work.

 Organization can try and increase the level of workers participation in decision making.

 More attention should be given for overall development of employees welfare facilities.

 Better communication may yield some more results.

68
 CONCLUSION

Job satisfaction is a positive approach about one’s job resulting from an evaluation of its
characteristics. Job satisfaction represents an attitude rather than behavior. They believe that
satisfied employees are more productive than unsatisfied employees. A person with a high level
of job satisfaction holds positive feelings about the job. When people speak of the employee
attitudes more often than not they mean job satisfaction.

It is very a tough job for HR Department to ensure job satisfaction among staff. Employees will
just not be happy with pay cheque, a good position and prestige. They also want a constant
feeling of well being, demand better work and family life balance and look to the organization
for fulfilling even their community needs.

The employees of BSNL are satisfied from their job in the following field:-

 Salary
 Benefits
 Low work pressure
 Culture practices of the company
 Incentives
 Job security
 Leaves and opportunity to utilize skills & learn new skills.

Thus the overall job satisfaction of employees at Bharat Sanchar Nigam Ltd is very high. The
employees of this organization have a very high regard and respect towards the company image
and future of the organization.

69
 ANNEXURE and ANALYSIS

1. ARE YOU SATISFIED WITH THE WAGES PAID TO YOU?

Yes No

80 20

(Data in Percentage)

FIG: 4.1

Interpretation: 80 percent of the

Yes
No
employees are satisfied with the wages
paid to tem. Only 20 percent of the
employees feel that there should be a hike
in wages paid to them.

70
2. DO YOU GET ANY INCENTIVES OR SPECIAL WAGE SCHEMES FOR
EFFICIENT WORK ON YOUR ORGANISATION?

Yes No

70 30

(Data in Percentage)

80 FIG: 4.2
70
60 Interpretation: 70 percent of the
50
employees feel that there should be
40
30
an incentive wage scheme for
20 efficient work in the organization.
10
0
Yes No

71
3. ARE YOU SATISFIED WITH THE PRESENT WORKING CONDITIONS AND
ENVIRONMENT?

Yes No

90 10

(Data in Percentage)

No
FIG: 4.3

Interpretation: Almost all the

employees are satisfied with the
Yes
present working conditions and
environment.
0 10 20 30 40 50 60 70 80 90 100

72
4. IS THE MANAGEMENT HELPFUL AND SYMPATHETIC TO YOUR PROBLEMS
IN WORKSTATION?

To Some extent To Large extent

70 30

(Data in Percentage)

FIG: 4.4

70 Interpretation: 70%
60 of the employees feel
50
that the management
is sympathetic to
40
some extent in their
30
problems faced at
20 workstation.
10
0
Yes No

5. ARE YOU SATISFIED WITH THE FACILITIES PROVIDED WITH THE

ORGANIZATION?

To Some extent To Large extent

73
 90 10

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

(Data in Percentage)

FIG: 4.5

Interpretation: Almost all the employees are satisfied with facilities provided with the
organization.

6. DOES THE MANAEMENT HAVE GOOD RELATION WITH THE WORKERS?

To Some extent To Large extent

70 30

74
 (Data
in
70
Percentage)
60
50
40
30 FIG: 4.6
20
10 Interpretation: 70% of the
0 employees feel that the
Yes No management has a good
relation with the workers
and only 20% of them feel
that the management should improve their relation with the workers.

75
7. DO YOU FEELTHAT THE COMPAMNY POLICIES REALLY PROTECT YOUR
INTEREST?

To Some extent To Large extent

60 40

(Data in
Percentage)

Yes
No

FIG: 4.7

Interpretation: 60% of the

employees feel that the
company policies really
protect their interest. 40% of them feel that their interests are not protected.

76
8. DO YOU HAVE ANY PROBLEMS WITH THE PRESENT MANAGEMENT SETUP?

To Some extent To Large extent

50 50

(Data in Percentage)

60

50

40
FIG: 4.8
30

20
Interpretation: Only 50% of the
employees are satisfied with the
10
present management setup and the
0 other 50% is not satisfied and feel
Yes No
that there should be change in the
setup.

77
9. DO YOU FEEL THAT THE COMPANY POLICIES SHOULD BE CHANGED?

To Some extent To Large extent

60 40

(Data in Percentage)

60 FIG: 4.9
50
Interpretation: 60%
40 of the employees feel
30
that the company
policies should be
20
changed and 40% of
10 them feel that the
0
policies of the
Yes No company are up to
their satisfaction.

78
10. DOES THE COMPANY PROVIDE ANY TRAINING TO IMPROVE YOUR
PERFORMANCE? IF YES, ARE YOU SATISFIED WITH THE TRAINING
PROVIDED?

To Some extent To Large extent

90 10

(Data in Percentage)

FIG: 4.10

Interpretation:
Almost all the
Yes
employees are
No
satisfied with the
training provided by
the company to
improve their
performance.

79
 Chapter – 5

BIBLIOGRAPHY

REFERENCES

80
BOOKS

 Ashwathappa.K, Human Resource Management, Tata Mc Graw Hill Publication

 Deith Davis, Human Relation At Work

 Tripathi, Personnel Management & Industrial Relations

 P.Subha Rao, Essentials Of Human Resource And Industrial Relations

 C.B Mamoria, Human Resource Management.

WEBSITES

 www.bsnl.co.in

 www.wikipedia.com

 www.citehr.com

 www.hr.com

 www.shrm.org

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82