SUMMER TRAINING PROJECT REPORT

ON
EMPLOYEE JOB SATISFACTION
IN
“HINDUSTAN SANITARYWARE & INDUSTRIES LTD”-
HINDWARE

In partial fulfillment of the requirements for the award of degree

MASTER OF BUSINESS ADMINISTRATION

( 2018-2020)
UNDER THE GUIDANCE OF: SUBMITTED BY:
Dr. TARUNA NAMITA SINGH

DEPARTMENT OF RURAL MANAGEMENT ROLL NO. 183716

MBA(HR) III Semester

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 ACKNOWLEDGEMENT
“It is not possible to prepare a project report without the assistance &
encouragement of other people. This one is certainly no exception”.

On the very outset of this report, I would like to extend my sincere & heartfelt
obligation towards all the personages who have helped me in this endeavor.
Without their active guidance , help, cooperation & encouragement, I would
not have made headway in the project.

I am ineffably indebted to Dr. Taruna for conscientious guidance and

encouragement to accomplish this assignment.

I extend my gratitude to Hindustan Sanitaryware & Industries Limited Ltd -

HINDWARE for giving me this opportunity.

I also acknowledge with a deep sense of reverence , my gratitude towards my

parents and member of my family, who has always supported me morally as
well as economically.

At last but not least gratitude goes to all of my friends who directly or
indirectly helped me to complete this project report.

Any omission in this brief acknowledgement does not mean lack of gratitude.

Thanking you
Namita Singh

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 PREFACE

Business environments are becoming more and more complex with

the passage of time. To understand and deal with such riddle
phenomena, one needs a lot of energy and knowledge. So business
education has become an evolving science , which helps to solve the
business problems. Academic education provides a general
knowledge about business decisions and policies.

This internship – as an integral part of MBA program , provides the

opportunity of peeping into real professional life of the business
people. It enables us to evaluate and understand the practical
application of all the terms & policies & techniques that we have
studied during our course work.

I was assigned to complete my Internship comprising practical work

of 6 weeks , at HINDUSTAN SANITARYWARE & INDUSTRIES LTD –
HINDWARE, Gurugram. In this Internship report I’ve tried my level
best to explain each and every significant aspect of my branch
comprehensively.

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 CONTENTS
TOPICS PAGE NO.

HINDUSTAN SANITARYWARE & INDUSTRIES LTD. 6-20

- INTRODUCTION
- HISTORY OF HSIL LTD
- CORE PURPOSE AND VALUES
- ORGANISATIONS AND LOCATIONS IN INDIA
- REGIONAL OFFICES
- CORE TEAMS
- BRANDS

JOB SATISFACTION 21-27

- INTRODUCTION
- DEFINITION
- IMPORTANCE OF JOB SATISFACTION
- JOB SATISFACTION FACTORS
- THEORIES
- BENEFITS OF EMPLOYEE SATISFACTION

EMPLOYEE JOB SATISFACTION AT HSIL-HINDWARE 28- 34

- FUNCTIONS OF HRM
- OBJECTIVE OF THHE STUDY
- SCOPE
- HR VISION
- HR OBJECTIVES
- QUALITY POLICY
- ENVIRONMENTAL POLICY
- HR POLICY
- TRAINING
- HUMAN RESOURCE PLANNING

RESEARCH METHODOLOGY 35-38

- INTRODUCTION
- RESEARCH DESIGN
- SAMPLE DESIGN
- DATA COLLECTION METHOD
DATA ANALYSIS & INTERPRETATION 39-48
- QUESTIONNARE SURVEY
FINDINGS 49
SUGGESTIONS 49
CONCLUSION 50
LIMITATIONS 50
ANNEXURE 50-51
BIBLIOGRAPHY 52

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5
 • Established in 1960 as Hindusthan Twyfords Ltd.

• Recognized by the ‘Hindware’ brand name.

• First Indian sanitaryware company featured in ‘Fortune India

500’ 2014 list.

• Four key verticals:

 Building products (BPD)
 Packaging products (PPD)
 Consumer products (CPD)
 Retail division
• 10 manufacturing facilities.

• 8 regional offices and area offices.

• Registered office in Kolkata; corporate office in Gurugram,

Haryana.

• Listed on NSE and BSE; market capitalization 2,736.06 crore,

31st July 2017 (as per NSE).

• Revenue and EBITDA for FY 2016-17 2,229.90 crore (US$ 343.96

mn) and 293.85 crore (US$ 45.33 mn) respectively.

• Website - www.hsilgroup.com

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 INTRODUCTION
Set up in 1960 as Hindustan Twyfords Ltd, with a technical collaboration with
Twyfords UK, to introduce vitreous china sanitaryware in India. The company
was subsequently renamed Hindustan Sanitaryware and Industries Limited in
1969 and HSIL Limited in 2009.

Over the decades, the flagship brand ‘Hindware’ has emerged as a leading
Indian sanitaryware and faucet brand driven by consistent innovation. In FY
2015-16, the company decided to enter into the synergic domain of plastic
pipes and fitting under the brand name ‘TRUFLO by Hindware’ in agreement
with USD 10 billion Japanese conglomerate Sekisui Chemical Co. Ltd, to provide
end-to-end bathroom solutions to our customers

Leveraging brand equity and vast distribution network, the company

diversified into the Consumer Products space by introducing kitchen appliances
under the brand ‘Hindware Kitchen Ensemble’. The product portfolio was
expanded by launching water heaters, in collaboration with Euro 1.6 billion
Group Atlantic of France, the global leader in heating solutions. With both
these categories performing exceptionally well, purification products under the
brand ‘Moonbow by Hindware’ to offer air and water purifiers and air coolers
under the brand ‘Hindware Snowcrest’ was launched. The company has
recently done an agreement with Formenti E Giovenzana of Italy for the
distribution of furniture functional hardware fitting products in India.

The product offerings were further expanded to include home furniture, soft
furnishings, home decor, and accessories, wall fashion, modular kitchens and
modular wardrobes by launching a chain of large retail format stores under the
brand ‘EVOK’. HSIL Limited is among India’s top 500 companies as listed in the
‘Fortune India 500’ 2018 list. Currently, HSIL has four distinct business
segments, namely the Building Products Division (BPD), Consumer Products
Division (CPD), Retail Division and Packaging Products Division (PPD).

What is at the heart of HSIL? A value system that believes in no compromises,

that believes in offering total value to its customers and that believes in the
integrity of character and product. With a mindset like this, no wonder
HINDWARE is fascinating, to say the least. The company is proud to appear in

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the list of 100 best small and medium companies of the world published by
international magazine ‘FORBES’ in its November 1, 1999 issue. The ‘H-
Vitreous Hindware Brand’ has been conferred with the prestigious ‘Brand
Equity Award 1999’ by the PHD Chamber of Commerce & Industry, a leading
chamber of commerce.

HISTORY OF HSIL LTD

 1960 -Hindustan Twyfords Ltd. was incorporated to introduce vitreous
china sanitaryware for the first time in India.

 1962 - A factory was set up and production commenced in Bahadurgarh,

Haryana (earlier part of Punjab).

 1967 -Company renamed to Hindustan Sanitaryware & Industries

Limited.

 1981-Expanded business into container glass manufacturing through

the acquisition of Associated Glass Industries Ltd.

 1982 -(i) Mr. Sandip Somany joined HSIL with focus on business growth;
(ii) AGI Furnace upgraded to increase the capacity.

 1986 - AGI upgraded I.S. machines; introduced Electronic control & Lehr
Temperature control systems.

 1989-Acquired Krishna Ceramics Ltd. (Bibinagar); expanded ceramics

manufacturing capacity.

 1990 -Commissioned world’s largest open flame kiln in the Bahadurgarh

factory.

 1991 -Introduced the Hindware Brand.

 1997-Launched water conservation product, with 3.5 litre flushing –

Super Constellation water closet.

 1999 -(i) Raasi ceramics acquired to further expand sanitaryware

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 manufacturing capacity.
(ii) Bibinagar capacity expansion completed.
(iii) ISO accredition received by Bahadurgarh Plant.
(iv) First Indian Plant in the sanitaryware industry to receive this
prestigious accredition.

 2000 - (i) Hindware established online presence with their website.

(ii) Building Products Division expanded to Bathroom Wellness
category (Bathtubs / Showers / MFMT’s etc.)

 2001 - ISO 9001:2000 Certification received by Building Product Division.

 2004 - (i) Building Products Division expanded to chrome plated

bathroom fittings (faucets).
(ii) Rebranded the Hindware logo for a youthful presentation.
(iii) Launched light-weight flat flint bottles.
(iv) AGI upgraded production technology to make it one of the
most flexible production facilities in the country.

 2006 -Expanded export business.

 2007 - HSIL crossed the Rs. 500 crore revenue milestone.

 2008 -(i) HSIL entered the home interior fashion design retail industry
through its subsidiary HHRPL.
(ii) Established two retail megastores in NCR.
(iii) Established corporate office presence in Gurgaon.
(iv) BPD achieved the highest production levels of 31,000 MT.

 2009 -(i) The company was renamed to HSIL.

(ii) Launched Hindware Lacasa display showrooms.
(iii) Bhongir greenfield project commenced production, significantly
expanding capacity of container glass business.

 2010 -(i) Awarded the Golden Peacock National Quality Award 2010.
(ii) Honoured with the prestigious THE BIZZ 2010 award for being
an inspirational organisation with admirable business
management systems.
(iii) Awarded the 2010 IMM Award for Excellence by the Institute
of Marketing and Management, Delhi.

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 (iv) Acquires the bath fittings business and operations of Havells
India Limited.
(v) Acquires UK based Barwood Products Limited.
(vi) Hindware wins 4 P’s Award for India’s 100 Most Valuable
Brand 2010.
(vii) Hindware forays into the tiles segment.
(viii) Hindware chosen as a leading Powerbrand 2010.
(ix) HSIL again awarded Business Superbrand Award.

 2011 -(i) HSIL Launches Premium Bath Fittings Brand BENELAVE.

(ii) HSIL Launches Luxury Brand QUEO.

 2012 -Became the first Indian company to be felicitated with the UPC
star rating by the International Association of Plumbing and
Mechanical officials (IAPMO).

 2013 -(i) Awarded with the prestigious GRIHA (Green Rating for
Integrated Habitat Assessment) certification.
(ii) Honoured with the ‘Best Bathroom Fixtures’ Good Homes
Award by ZEE channel.

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CORE PURPOSE AND VALUES

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 ORGANISATIONS AND LOCATIONS IN INDIA
 FACTORIES

The company has two plants for manufacturing sanitaryware and one for glass
containers. One plant for sanitaryware is located at Bahadurgarh in Haryana in
North India and the other two are in South India Hyderabad (A.P.).The
container glass unit is at Hyderabad . The plant at Bahadurgarh is the first
sanitaryware plant in India to obtain the ISO: 9001:2000 series certification as
well as the ISO 14001 certification. The other plants have received ISO:9002
certifications.

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REGISTERED OFFICE Dist., Telangana – 502307
2, Red Cross Place, Kolkata - 700 001
Tel: +91 33 22487407/5668 PACKAGING PRODUCTS
E-mail: [email protected] DIVISION
AGI Glaspac
CORPORATE OFFICE Glass Factory Road, Off Motinagar,
301-302, Park Centra, Sector 30, P.B. No. 1930, Sanathnagar P.O.,
National Highway 8, Hyderabad - 500 018, Telangana
Gurugram -122001 Tel: +91 4023 831771
Tel: +91 1244 779200/201 Fax: +91 4023 831787
Fax: +91 1244 292898/99
Glass Factory Road,
CONSUMER PRODUCTS Bhongir - 508 116,
BUSINESS OFFICE Nalgonda District, Telangana
Echelon Institutional, Plot No. 37 B, Tel: +91 8685 246600
Sector-32, Near Jharsa Chowk, Tel: + 91 8455-225500
Gurugram, Haryana - 122 001
Tel: +91 1244 2889300
Garden Polymers
PLANT LOCATIONS KIADB Industrial Area,
BUILDING PRODUCTS DIVISION Lakamanhalli,
Sanitaryware Dharwad - 580 004, Karnataka
Bahadurgarh -124 507, Tel: +91 0836 2461390
Dist. Jhajjar, Haryana
Tel: +91 1276-230485/6/7 & 232226/7/8 Khasra No. 122,
Pachwadoon, Mauja Central
Somanypuram Hope Town, Pargana
Brahmanapally Village, (Selaqui)Dehradun - 248
Bibinagar, Dist. Nalgonda - 508 126, 197, Uttarakhand
Telangana Tel: +91 0135 2699150
Tel: +91 8685-279700, 279800
Survey No.208 to 218, Sitarampur,
Faucets Isnapur - 502 307,
G 470-471, Phase I, Patancheru (Mandal),
RIICO Industrial Area, Sangareddy Dist., Telangana
Bhiwadi - 301 019, Rajasthan Tel: +91 8455 225868

Plot No. SP1 - 254, AGI Clozures

RIICO Industrial Area, Survey No. 208 to 218, Sitarampur,
Kaharani, Bhiwadi - Isnapur - 502 307,
301 019, Rajasthan Patancheru (Mandal),
Tel: +91 9116002242/43 Sangareddy Dist., Telangana
Tel: +91 8455 225511
Pipes
Survey No. 218/P, Sitarampur,
Isnapur Village,
Patancheru Mandal, Sangareddy

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REGIONAL OFFICES E-Mail:
[email protected]
Bengaluru
Tel: +91 080 23361133 Pune
E-Mail: [email protected] Tel: +91 20 24269582
E-Mail: [email protected]
Chandigarh
Tel: +91 8130724555 EVOK Stores
E-Mail: Delhi – Kirtinagar
[email protected]
Gujarat - S.G. Highway, Ahmedabad
Chennai Vimram Sarabhai Marg, Baroda
Tel: +91 044 26320107
E-Mail: Haryana - Crown Interioz Mall,
[email protected] Faridabad; JMD Mall, Gurugram

Ernakulam Karnataka - Marathahalli, Bengaluru

Tel: +91 4842421030 J.P. Nagar, Bengaluru
E-Mail: Kalyan Nagar, Bengaluru
[email protected]
Madhya Pradesh - Malhar
Hyderabad Mega Mall, Indore
Tel: +91 40 66288000
E-Mail: [email protected] Punjab - Ferozpur Road, Ludhiana

Mumbai Rajasthan - Tonk Road, Jaipur

Tel: +91 22 49559999
E-Mail: Telangana - Jubilee Hills, Hyderabad
[email protected]
Uttar Pradesh - Shipra Mall,
Patna Ghaziabad;
Tel: +91 9771477387 Shalimar Bulding Hazratganj,
Lucknow

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 CORE TEAMS
• BOARD OF DIRECTORS-
 Dr. R k Somany - Chairman and Managing Director Since: 09.01.1988
(Associated with the Company since 01.10.1965)
 Sandip Somany - Vice Chairman and Managing Director Since:
12.09.1995 * (Associated with the Company since 01.10.1985)
 N.G. Khaitan - Independent Director Since 29.06.1996
 V.K. Bhandari - Independent Director Since: 17.01.2004
 Ashok Jaipuria - Independent Director Since: 15.05.2004
 G.L. Sultania - Non-Executive Non-Independent Director Since:
09.01.2006
 Dr. Rainer Siegfried Simon - Independent Director Since: 18.05.2011
 Salil Kumar Bhandari - Independent Director Since: 29.05.2012
 Sumita Somany - Non-Executive Non-Independent Director Since:
29.05.2014

• MANAGEMENT TEAM –
 Leadership

• Mr. Sandeep Sikka – Chief Financial Officer

• Ms. Payal M Puri –Company Secretary & Associate Vice President-Legal

 Business Heads

• Mr. Ram Babu Kabra - President(BPD)

• Mr. Manish Bhatia - President and Chief – Bath Products and Furniture Fittings
Business
• Mr. Rajesh Pajnoo - President and Chief – Pipes Business
• Mr. Rakesh Kaul - President(CPD) and Chief Executive Officer(Retail Division)
• Mr. Rajesh Khosla - Chief Executive Officer(PPD-Container Glass)
• Mr. K Rajesh - Chief Executive Officer(PPD-PET)
• Mr. Ravi Gupta - Chief Executive Officer(PPD-Security Caps and Closures)
• Mr. Sanjay Gaur - Chief Human Resources Officer

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 BRANDS

 OUR BRANDS-

The brand 'Hindware' commands more than a third of the domestic

sanitaryware market, and is the leader in several areas. Even on the
international front, its parent company, Hindustan Sanitaryware Industries
Limited (HSIL) is the leading exporter of sanitaryware from India. Indeed, HSIL
today provides a complete range of solutions: sanitaryware, bath fittings, tubs,
shower enclosures, whirlpools and kitchen fittings. And this is through an

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extensive, nationwide network of more than 800 dealers and 20,000 sub-
dealers.

'Grohe' is the largest faucet manufacturer in Europe, and ranks amongst the
top three in the world. Truly international in scope, Grohe is distributed in over
185 countries and is recognized by custom made homes and upscale
remodeling projects as one of the leading faucet brands. In India, HSIL has a
strategic sales/marketing tie-up with Grohe for marketing their products; and
over 30 distributors to support Grohe sales all over India.

In Dec.11, HSIL unveiled a new luxury Sanitaryware Brand “Queo” from the
stable of UK based boutique Sanitaryware maker Barwood Products which we
had acquired in 2010. HSIL launched its first showroom “Queo Emporio” in
Gurgaon in October 2012. And second one in Delhi. Queo products are priced
in range of INR 15,000 to 100,000 and available at select showrooms in key
markets. At present, we have 40 dealer showrooms in Metros & Tier 1 Cities.

“Amore” from HSIL is a new brand launched recently under the category of
“Wellness” & “SPA”. After QUEO, “Amore” is the next brand from HSIL
targeted to the luxury bath ware market. At present ,we have 19 dealer
showrooms of 1500 - 2000 sq ft.

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As bathrooms evolve, design assumes a new language. Alchymi, an exclusive
collection of most elegant and contemporary bath spaces that define not just
how you feel, but how you live. A super premium brand curated by Manish
Malhotra in Hindware Design Studio using our Flosense Technology.

An SBU of HSIL, 'Raasi Ceramics' produces vitreous sanitaryware. Available

in a wide range of products at affordable prices, it comes in 14 glittering
colours. Raasi is widely distributed, through our 250 Authorized Dealers. All of
who are in turn, serviced by the company's Redistribution Centres (RDC's).

The launch was made at the company’s dealer meeting held at Cochin, Kerala
on January 22, 2011 which was attended by their channel partners from across
India. Speaking on the occasion, Mr. Santosh Nema, President, HSIL Limited,
said, “Brand Benelave carries forward the legacy of Crabtree bath fittings
and will soon evolve into a brand to reckon with. For HSIL, Benelave is an
important element of our market strategy and our business plans to become a
leading player in the Indian faucet segment. We will continue to build upon the
intrinsic strengths of Benelave in the key markets and develop a nationwide
footprint soon. On the manufacturing front, HSIL will continue to invest in
technology up gradation at our Bhiwadi unit. Benelave will soon see a fresh

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infusion of newer designs and models. Benelave will live up to its promise
of Let Happiness Flow”.

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SANITARYWARE OVERVIEW-

HINDWARE ITALIAN COLLECTION- This set of washbasins and closets

showcases the best Italian designs. Fully imported and fashioned by state-of–
the–art technology, its colours and styles are stunning. Further, its strength
and quality is beyond compare.

HINDWARE ART- Perfectly crafted, this assortment comprises closets and

washbasins in creative shapes and designs. Contemporary colours, contours,
curves and classical lines are all elements in Hindware’s Art Collection.

HINDWARE – While this range is economical and functional, the closets and
basins have an aesthetic appeal, and they improve the look and feel of any
bathroom.

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 JOB
SATISFACTION

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 INTRODUCTION
Organization is nothing but a group of people whose activities have been
planned & coordinated to meet organization objectives. An organization that
exists to produce & services has a good chance to service & prosper it. It
consists of right people.

The vast majority of people work to support themselves & their families. But
people work for many other reasons other than economic security e.g. many
also work to keep busy & feel useful, to create & achieve something. They
want to gain recognition & achiever status or to test & stretch their
capabilities. To meet these multifarious needs, people & organization join
forces.

The biggest challenge to an the manager is to make all employees contribute

to the success of the organization in an ethical & socially responsible way. The
society wellbeing, to a large extend depends on its organization particularly
business organization. It is the business organization which makes goods &
service available, provided job, generate wealth & land stability & security to
the people.

Human resource is the important factor of the organization. If this factor is not
satisfied or not work properly then organization cannot achieve their target.
For that purpose employees are of then asked to supply Hindware information
about the content of job, given their familiarity with it. An organization expects
accurate information about the job as well as organization also concerned
about the employee’s reaction to having their jobs analyzed. In order to
prevent employee dis-satisfaction uncertainty & anxiety, organization should
communicate the reason for conducting the job analysis & keep the employee
informed about employee satisfaction process.

1.Employees are the most valuable assets of an organization there should be a

conscious effort to realize goals by satisfying needs and aspiration of
employees.
2. Organization must meet their goals by which employees feel satisfied in
their work lines due to the key strength of the company determined by the
human power of the organization.

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 DEFINITION

 “Job satisfaction is a pleasurable or positive emotional state resulting

from the appraisal or one’s job or job experience” - E.A.Locke

 “Job satisfaction is the amount of pleasure or contentment associated

with a job. If you like job intensely, you will experience high job
satisfaction. If you dislike your job intensely, you will experience job-
dissatisfaction” -Andrew.J.DuBrins

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

Satisfaction does mean the simple feeling state accompanying the attainment
by an impulse of its objective. Research workers differently described the
factors contributing the job satisfaction and the job dissatisfaction.

IMPORTANCE OF JOB SATISFACTION

A satisfied employee is always important for an organization as he/she aims to
deliver the best of their capability. Every employee wants a strong career
growth and work life balance at workplace. If an employee feels happy with
their company & work, they look to give back to the company with all their
efforts. Importance of job satisfaction can be seen from two perspectives i.e.
from employee and employer perspective:
For Employees: Job satisfaction from an employee perspective is to earn a
good gross salary, have job stability, have a steady career growth, get rewards
& recognition and constantly have new opportunities.
For Employers: For an employer, job satisfaction for an employee is an
important aspect to get the best out of them. A satisfied employee always
contributes more to the company, helps control attrition & helps the company
grow. Employers needs to ensure a good job description to attract employees
and constantly give opportunities to individuals to learn and grow.

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The positive effects of job satisfaction include:
1. More efficiency of employees of workplace if they are satisfied with
their job.
2. Higher employee loyalty leading to more commitment.
3. Job satisfaction of employees eventually results in higher profits for
companies.
4. High employee retention is possible if employees are happy.

JOB SATISFACTION FACTORS -

JOB SATISFACTION THEORIES -

There are several theories given which help in evaluating & measuring job
satisfaction of employees at workplace. Some of them are:
- Hierarchy of Needs by Maslow
- Hygiene Theory by Herzberg
These help in understanding the parameters or factors which influence job
satisfaction of employees at workplace.

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  HIERARCHY OF NEEDS THEORY –

Maslow's hierarchy of needs is a theory in psychology proposed by Abraham

Maslow in his 1943 paper "A Theory of Human Motivation" in Psychological
Review. Maslow subsequently extended the idea to include his observations of
humans' innate curiosity. His theories parallel many other theories of
human developmental psychology, some of which focus on describing the
stages of growth in humans. He then decided to create a classification system
which reflected the universal needs of society as its base and then proceeding
to more acquired emotions. Maslow's hierarchy of needs is used to study how
humans intrinsically partake in behavioral motivation. Maslow used the terms
"physiological", "safety", "belonging and love", "social needs" or "esteem", and
"self-actualization" to describe the pattern through which human motivations
generally move. This means that in order for motivation to occur at the next
level, each level must be satisfied within the individual themselves.
Furthermore, this theory is a key foundation in understanding how drive and
motivation are correlated when discussing human behaviour.

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  HYGIENE THEORY OR TWO FACTOR THEORY -

Herzberg proposed a dual factor theory to study the satisfaction levels of the
employees in an organization. The theory is also referred to as motivation-
hygiene theory. The theory proposes that there are two different sets of
factors which cause job satisfaction and job dissatisfaction.
The first set of factors is called motivation factors. Only the presence of these
factors can make a person satisfied with his job. Factors like the quality of
work, job profile come under this category.
The second set of factors is the hygiene factors. While the presence of these
factors can not cause satisfaction, their absence causes job dissatisfaction.
Factors like work culture, comfort, environment come under this category.
According to the Two-Factor Theory, there are four possible combinations:

1. High Hygiene + High Motivation: The ideal situation where employees

are highly motivated and have few complaints.
2. High Hygiene + Low Motivation: Employees have few complaints but are
not highly motivated. The job is viewed as a paycheck.
3. Low Hygiene + High Motivation: Employees are motivated but have a lot
of complaints. A situation where the job is exciting and challenging but
salaries and work conditions are not up to par.
4. Low Hygiene + Low Motivation: This is the worst situation where
employees are not motivated and have many complaints.

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Benefits of Employee Satisfaction:

 More Accurate Perspective:

Organization achieve a more accurate view of current policies and a
more clear perspective of issue that are of priority to employees than
others, such as benefits versus career development, versus
compensation.

 Increased Employee Loyalty:

By quantifying and analyzing employee attitudes and opinions,
enterprises can identify problem areas and solutions to create a
supportive work environment encouraging a motivated and loyal
workforce.

 Training Needs Assessment:

Employees Satisfaction Surveys aid in developing individual goals and
career potential. With more insight into their opinion and attitudes,
management can establish professional development initiatives.

 Improved Customer Service:

Because motivated employees are critical to improved organizational
initiative, such as increasing customer satisfaction, enterprises that value
had strive for greater employee satisfaction ultimately create higher
customer satisfaction. A comprehensive employee satisfaction process
can be keys to a more a motivated and loyal workforce leading to
increased customer satisfaction and overall profitability for an
enterprise.

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 EMPLOYEE JOB SATISFACTION STUDY AT HSIL
LTD -HINDWARE
Job satisfaction is defined as the extent to which an employee feels self-
motivated, content & satisfied with his/her job. Job satisfaction happens when
an employee feels he or she is having job stability, career growth and a
comfortable work life balance. This implies that the employee is having
satisfaction at job as the work meets the expectations of the individual.

 Basically two types of functions performed by HR Manager these are

operative & managerial both function are helpful to get the employee
satisfaction working in the company.

 Employee satisfaction surveys are a Hindware tool to a measure and

benchmark the satisfaction of employees. Local and productive
employees are any business’s most Hindware asset, yet few take time to
measure their employees’ satisfaction. Even fewer track how this
measure moves over time.

 High employee satisfaction levels can reduce employee turnover.

Dissatisfied employees tend to perform below their capabilities, result in

28
 high turnover of staff and leave their jobs relatively quickly and are not
very likely to recommend the company as an employer.

 Employee satisfaction research give employees ‘a voice’ and also allow

the pinpointing of problematic areas leading to the raising of staff
satisfaction levels, developing and reviewing of staff management and
optimizing corporate communication.

 Issues covered include the current workplace situation, management

styles/attitudes, internal communications, workplace atmosphere,
corporate culture/vision and image.

OBJECTIVE OF THE STUDY

 To find out the importance of already existing policies or bringing

satisfaction among the employees.
 To find out healthy relationship between employees and management
and recommend them respectively.
 To assess the existing satisfaction level of the employees.
 To check out the satisfaction level of employees regarding the existing
HR policies.
 To check out better working condition and smooth functioning in the
organization.

SCOPE

In this project, Focus is on measuring the satisfaction of employee at

HINDWARE ,GURUGRAM Satisfaction is measured in term of various
parameters like salary & wages, employee welfare, training & development
etc. For student or academicians, it gives the guidelines for conducting such
surveys. It assists the management to take corrective actions in order to give
maximum satisfaction to their employees. This project provides the basis of
innovation, identifies the critical areas to satisfy an employee and , is an aid to
decision making.

29
 HR VISION

• HR shall strive towards creating a learning organization of self directed

and self regulated, self motivated work groups coupled who synergies
themselves towards surpassing the highest standards of excellence and
achievement of common objectives.
• HR will act as a catalyst in creating a culture of openness and trust
wherein each member of the organization will have ample opportunity
to actualize his/her full potential.
• Empowerment and meaningful allocation of responsibilities coupled
with continuous learning and development on the basic tenet of HRD at
HSIL.
• HR aims to create a synchronous organization where each of its people
provides maximum value to their customer.

BUSINESS ETHICS:
• HSIL expects its employees to act in accordance with the highest
standards of business conduct.
• HSIL will conduct its affairs in compliance with all laws and regulations
and in accordance with company’s ethical standards.
• All employees of HSIL are encouraged to contribute towards community
responsibilities

HR OBJECTIVES

(1) Business Driven: HR shall be an integral part of company’s business plan

and strategies and shall proactively respond to the needs of business, to
become a major factor in achieving business objectives.

(2) Building Shared Visions: HR shall unearth shared picture of the future that
fosters genuine commitment within people who are fused together by
common aspirations.

(3) Competency Building: Competency of employees shall be continually

enhanced to attain world class performance/standards. HR shall act as catalyst
in providing avenues for developing world class competence.

(4) Continuous Improvement: HR will be developing tool for continuous

30
improvement within the organization as to respond to the organizational
needs.

(5) Quality of Work Life: The quality of work life of the company shall be
continuously enriched by creating and sustaining healthy organization culture,
designing meaningful jobs and innovative HR practices and innovations.

QUALITY POLICY

 We are committed to a continuous improvement in our products and

services through innovative technology, meaningful human resource
development, installation of quality management systems of
national/international standards and establishing and reviewing quality
objectives for superior customer values and aspirations quality
objectives to be cost effective and profitable organisation.

 To retain market leadership.

 To comply with relevant statutory and regulatory requirements related

to our products to continuously train & upgrade skills of the employees.

ENVIRONMENTAL POLICY

HINDUSTAN SANITARYWARE & INDUSTRIES LIMITED,

BAHADURGARH is committed to:-
• Pursue sustainable growth while continually improving environmental
performance of our organisation. Comply with relevant environmental
legislations, regulations and other requirements.
• Establish objectives and targets for environmental performance, review
regularly and revise policy, if required.
• Promote increased environmental awareness among our people and
interested parties.

31
 HR POLICY

HSIL , fervently and strongly believes that Human Resources is the most
valuable asset of the Company and the HR policy is fused and dovetailed to the
Corporate and business goals , drawing support and continuity from the
business philosophy which pivot around:
• Deference and Respect for the Individual
• Inherent potential of the Individual
Each employee is an internal customer and we value his initiative,
inventiveness, creativity, provide opportunity for development, growth and
promote mutual trust.

The cardinal planks of HR policy are:

• Learning Organisation
• People Organisation
• Excellence in teamwork through empowerment
• Quality in all spheres of action
• Thinking and doing differently
• Reward linked to performance
• Growth based on potential
• Fair, truthful, ethical-action and image.

ORGANISATION

 Lean, trim and flexible

 Continuous enhancement of skills and encouragement of innovation
 Manpower optimization
 Greater use of Information Technology for optimization in all spheres
 Communication
 Succession Planning
 Career Plan
 Performance/ Productivity benchmarking

QUALITY PEOPLE:
 We believe in attracting, nurturing, developing and retaining the talent
through competitive compensation by:
 Recruiting the best talent
 Filling up identified positions with experienced persons meeting job
requirements conforming to Company norms.

32
 TRAINING

Continuous up gradation of skills and need based training form the road map
for training and developmental activities.
INDUSTRIAL RELATIONS:
 Management’s right to manage business
 Building bridges to the workmen based on trust and relationships
 Grievance Handling- immediate redressal
 Proactive Public Relations
 Safeguarding Management’s authority and image
 Enforcement of discipline
 Continuous Education

HUMAN RESOURCE PLANNING

Human Resources is the most valuable asset of any organization and business.
It is more valuable than capital or equipment. The key to success of any
organization depend on the people. Every forward looking and progressive
organization to succeed and have cutting edge over competitors call for right
foundation and the right foundation is TQP, Total Quality People- people with
character, integrity, good values, positive attitude , a burning desire and vision.
Some of the greatest buildings have the strongest foundations. Just like
a great building stands on a strong foundation, so does success. And the
foundation of success is Total Quality People- people with character, integrity,
good values, positive attitude, a burning desire and vision.

ENCOURAGE CREATIVITY & INNOVATION TO DRIVE 3Ps

(People, Processes & Products)

 We demonstrate leadership by advancing new technologies, innovative

manufacturing techniques, enhanced customer service, inspired
management and the application of best practices throughout our
organization
 We aggressively pursue new business and determined to add value for
our customers with ingenuity, have a determination and a positive
approach to every task, have a “can-do” sprit and a restless
determination to continually improve and excel
 We utilize our ability to combine strength with speed in responding
enthusiastically to every new opportunity and every new challenge.

33
RESPECT FOR INDIVIDUAL:

 We passionately believe that people are the most valued assets of our
company, and that they are essential participants with a shared
responsibility in fulfilling our mission
 We trust, inspire, and empower our people to set and achieve high
expectations, standards and challenging goals
 We treat all people with dignity and courtesy
 We strive to support mutually beneficial and enduring relationships with
our stakeholders

RESPECT FOR WORK-PLACE ETHICS:

 We work smartly with passion, integrity, conviction and commitment

 We work in teams with a shared purpose and value individual ability
and diversity as essential to promote harmony and open
communication. Each of us succeeds individually ... when we, as a team,
achieve success
 We respect and adhere to company policies, systems and procedures

34
 RESEARCH
METHODOLOGY

35
 RESEARCH METHODOLOGY
Research is an art of scientific investigation. It refers to a search for knowledge.
The advance Learner’s Dictionary English lays down the meaning of research
as, “A careful investigation or inquiry especially through search for new facts in
any branch of knowledge.”

Research Methodology is a way to systematically solve the research problem.

The research begins its formation when the problem or objective of the
research is identified for which a research report is conducted. The main
objective for which this report is carried out is to find out “Satisfaction level
of employees at HINDWARE.

In this present study descriptive type of research is used.

Descriptive research includes surveys and fact-findings enquiries of different
kind. The major purpose of descriptive research is description of the state of
affairs as it exists at present. The main characteristics of this method are that
the researcher has no control over the variables; he can only report what has
happened or what is happening.

Research Design:-
A research design is the arrangement of conditions for collection and analysis
of data in a systematic manner. In fact, the research design is the conceptual
structure within which research is conducted; it constitutes the blueprint for
the collection, measurement and analysis of data.

In this study Descriptive research studies is used because descriptive research

studies are those studies which are concerned with describing the
characteristics of a particular individual, or a group and situation etc. and in
this report the descriptive research design is used to find out the satisfaction
level of employees at HINDWARE.
The design in such studies must focus attention on the following or process in
descriptive research design is as follows:-
(a) Formulating the objective of the study.
(b) Designing the methods of data collection.
(c) Selecting the sample
(d) Collecting the data.
(e) Processing and analyzing the data.
(f) Reporting the findings.

36
 • Sources Of Data:-

The task of data collection begins after a research problem has been defined
and research design plan chalked out. Basically two types of data are available
to the research namely:-
• Primary Data:- We collect primary data during the course of doing
experiments research but in case we do research of the descriptive type
and performs surveys, whether sample survey or census surveys, then
we can obtain primary data either through observation or through direct
communication with respondents in one form or another or through
personal interviews.

• Secondary Data:- Secondary data means data that are already available
i.e., they refer to the data which have already been collected and
analyzed by someone else.

In the present study, primary as well as secondary data has been used.

• Sample Design:-
In most of the research design it becomes almost impossible to examine the
entire universe. So the only alternative is to report to sampling. This is true for
the present study as well. Basic principles to be followed in sampling are that
the sample chosen must be representative of entire universe to be studied.

In this present study universe is 120 and survey population is 100 peoples.
 Sample Size:-
In this present study we have taken the sample size of 100 employees to get
their views regarding how much they are much satisfied with their job, training
provided to them for their future growth and other facilities provided to them.
These 100 people included employees of different level working in HSIL.

 Sampling Method:-
In the present study, convenience sampling method has been used.

 Data Collection Method:-

In dealing with any real life problem it is often found that data at hand are
inadequate, and hence, it becomes necessary to collect data that are
appropriate. There are several ways of collecting data which differ
considerably in context of a survey, data can be other resources at the disposal
of the researcher.

37
Primary Data can be collected through various methods like:-
• Questionnaire method
• Observation Method
• Through Schedules
• Interview method

In the present study Primary data is collected through Questionnaire cum

personal interview method.

Secondary data can be collected though various methods like:-

• Magazines
• Newspapers
• Websites
• Books

In the Present Study Secondary Data is collected through:-

• Different Websites
• Company Journals
• Books Analysis & Interpretation of Data

Data collection through questionnaire resulted in availability of the desired

information but these were useless until these were analyzed. Various steps
required for this purpose were editing, coding and tabulating. Tabulating refers
to bringing together similar data and compiling them in an accurate and
meaningful manner.

In this present study the data collected by questionnaire was analyzed,

interpreted with the help of table, pie charts and bar diagrams.

38
DATA ANALYSIS &
INTERPRETATION

39
 DATA ANALYSIS & INTERPRETATION
1.) SATISFACTION LEVEL OF EMPLOYEES ABOUT THEIR COMMUNICATION
WITH SUPERIOR

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 35
AGREE 37
NEUTRAL 8
DISAGREE 20
STRONGLY DISAGREE 00
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

Interpretation:-
35% employees strongly agree that superiors communicate to them what they expect and
37% employees are also quite but 8% employees are not agree with this statement and
20% employees disagree with the statement

2.) SATISFACTION LEVEL OF EMPLOYEES ABOUT THEIR INTEREST OF

JOB
VARIOUS RESPONSE PERCENTAGE
STRONGLY AGREE 20
AGREE 50
NEUTRAL 16
DISAGREE 14
STRONGLY DISAGREE 0
TOTAL 100

40
 Strongly agree
Agree
Neutral
Disagree
Strongly agree

Interpretation:- 20% employees state their job is very interesting and 50% employees
also quite satisfied with the nature of the job they perform but 16% are neutral and 14%
disagree with interest of job.

3.) SATISFACTION OF EMPLOYEES ABOUT HOLIDAYS PROVIDED BY

COMPANY

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 36
AGREE 40
NEUTRAL 8
DISAGREE 16
STRONGLY DISAGREE 00
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

Interpretation:- 36% employees are very much satisfied with holidays provided by
organization and 40% employees are quite satisfied but 8% employees are neutral with the
statement and 16% employees are dissatisfied with holidays by the company.

4.)SATISFACTION LEVEL OF EMPLOYEES ABOUT WORKING HOUR

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 28

41
 AGREE 50
NEUTRAL 8
DISAGREE 10
STRONGLY DISAGREE 4
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

Interpretation:-28% employees are very satisfied with their working hour in the
organization and 50% employees are also satisfied with working hour, 8% employees are
quite satisfied, 10% people disagree and 4% employees strongly disagree with their working
hour in the organization

5.) SATISFACTION LEVEL OF EMPLOYEES ABOUT TRAINING &

DEVELOPMENT

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 20
AGREE 30
NEUTRAL 12
DISAGREE 16
STRONGLY DISAGREE 22
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

Interpretation:- 20% employees are very much satisfied with training & development
Program provided by company and 30% employees are somewhat satisfied with training &

42
development, 12% employees are quiet satisfied with training & development, 16%
employees are not satisfied and 22% employees strongly disagree with training &
development program provided by company.

6.) SATISFACTION LEVEL OF EMPLOYEES ABOUT ACTION TAKEN BY

SENIOR FOR EMPLOYEES GRIEVANCES

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 16
AGREE 48
NEUTRAL 24
DISAGREE 8
STRONGLY DISAGREE 4
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

Interpretation:-16% employees are very much satisfied with action taken by seniors for
employees grievances and 48% employees are satisfied and 24% employees are quite
satisfied but 8% employees are dis-satisfied by the action taken by seniors for employees
grievances and 4% employees are very dis-satisfied.

7.) SATISFACTION LEVEL OF EMPLOYEES ABOUT FEED BACK METHOD

USED BY THEIR SENIOR.

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 16
AGREE 50
NEUTRAL 16
DISAGREE 18
STRONGLY DISAGREE 00
TOTAL 100

43
 Strongly agree
Agree
Neutral
Disagree
Stringly Disagree

Interpretation:-16% employees are very much satisfied with feed back method used by
their senior and 50% employees are satisfied, 16% employees are quite satisfied and 18%
people are disagree with feed back method used by their senior.

8.) SATISFACTION LEVEL OF EMPLOYEES ABOUT WORK IS FAIRLY

DISTRIBUTED IN THE WORK GROUP

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 8
AGREE 48
NEUTRAL 16
DISAGREE 24
STRONGLY DISAGREE 4
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

Interpretation:- 8% employees are very much satisfied regarding work is fairly

distributed in the work group, 48% employees are satisfied and 16% employees are quite
satisfied but 24% employees are disagree and 4% employees are strongly disagree with the
statement

44
9.) SATISFACTION LEVEL OF EMPLOYEES ABOUT REWARDS &
RECOGNITION SYSTEM

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 8
AGREE 28
NEUTRAL 24
DISAGREE 28
STRONGLY DISAGREE 12
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

Interpretation:-8% employees are very much satisfied with rewards & recognition
system of the company and 28% employees are satisfied 24% employees are quite
satisfied but 28% employees are dissatisfied with rewards & recognition system and 12%
employees are very dissatisfied

10.) SATISFACTION LEVEL OF EMPLOYEES ABOUT SALARY

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 16
AGREE 32
NEUTRAL 8
DISAGREE 32
STRONGLY DISAGREE 12
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Stroongly Disagree

45
Interpretation:-16% employees are very much satisfied with their salary. 32%
employees are satisfied and 8% employees are quite satisfied but 32% employee are
disagree with their salary and 12% employees strongly disagree with their salary.

11.) SATISFACTION LEVEL OF EMPLOYEES ABOUT WORK PLACE

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 28
AGREE 40
NEUTRAL 20
DISAGREE 8
STRONGLY DISAGREE 4
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

Interpretation:- 28% employees are very much satisfied with their work place. 48%
Employees are satisfied and 20% employees are quite satisfied but 8% employee are
Disagree and 4% employees strongly disagree with work place.

12.) SATISFACTION LEVEL OF EMPLOYEES ABOUT PROMOTION POLICY

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 16
AGREE 20
NEUTRAL 20
DISAGREE 28
STRONGLY DISAGREE 16
TOTAL 100

46
 Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

Interpretation:-16% employees are very much satisfied with promotion policy. 20%
employees are satisfied and 20% employees are quite satisfied but 28% employee are
dissatisfied and 16% employee are very dissatisfied with promotion policy.

13.) SATISFACTION LEVEL OF EMPLOYEES ABOUT THEIR

PERFORMANCE APPRAISAL SYSTEM

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 12
AGREE 52
NEUTRAL 12
DISAGREE 16
STRONGLY DISAGREE 8
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

Interpretation:-12% employees are very much satisfied with their performance appraisal
from their superior. 52% employees are satisfied and 12% employees are quite satisfied
with their performance appraisal system but 16% employee are disagree and 8%
employee are strongly disagree with their performance appraisal system.

14.) SATISFACTION LEVEL OF EMPLOYEES ABOUT WELFARE

ACTIVITIES

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 0

47
 AGREE 48
NEUTRAL 16
DISAGREE 20
STRONGLY DISAGREE 16
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Strongly Disagree

Interpretation:- 48% employees are satisfied with their welfare activities and 16%
employees are quite satisfied but 20% employees disagree and 16% employee
strongly disagree with their welfare activities.

15.) SATISFACTION LEVEL OF EMPLOYEES ABOUT THEIR FUTURE

GROWTH IN THE COMPANY

VARIOUS RESPONSE PERCENTAGE

STRONGLY AGREE 12
AGREE 52
NEUTRAL 20
DISAGREE 8
STRONGLY DISAGREE 8
TOTAL 100

Strongly agree
Agree
Neutral
Disagree
Strongly Diasagree

Interpretation:-12% employees are very much satisfied about their future growth in the
Company. 52% employees are satisfied and 20% employees are quite satisfied with their
career but 8% employee are disagree and 8% employee are strongly disagree about their
future growth in the company.

48
 FINDINGS

 Company needs to focus on betterment of society.

 Training is not made as per new requirement as it should be for Senior
officials also.
 Promotion and increment policies needs to be revised.
 More outdoor tours are needed for training.
 Management policies are not discussed with every dept. before
implementation.
 Morale building is required.
 Need to improve information system.
 Management policy need to be transparent.
 Need to pay attention on promotion at lower level.
 Working facilities like gloves, glasses, helmets & fans etc. needs to be
used .
 Conveyance facilities need to be provided.

SUGGESTIONS

• Promotion practices should be well defined & must be done in practices.

• Adequate rewards must be given to the employee either rewards may
be in the form of monitory & non-monitory.
• Employees must be recognized by their potential or efforts applied in
their jobs.
• Salary must be provided to the employees according to their potential.
• Adequate welfare activities should be adopted by company in regular
intervals.
• Grievances should be equally with all the employees working in the
organization.
• Plans made should be strictly implemented it should not be in papers.
• Company should start its own conveyance facility for the comfort of
employees.
• Meditation or yoga classes should be started so as to reduce the stress
of employees.
• There’s need to focus more on fulfilling social responsibility towards
society , practices should be well defined.

49
 CONCLUSION
In conclusion it can be said that employees in Hindware are satisfied with the
communication with their superiors. They are satisfied with their interest of
job. They are satisfied with holidays provided to them. They are also satisfied
with their working hour of their job. Employees are not so much satisfy with
their training and development program provided to them. They are satisfied
with the authority and responsibility given to them. Employees in Hindware
are satisfied with the safety measures used in the organization. They are also
satisfied with the co-operation from co-workers. They are also satisfied with
the action taken by their seniors for employee grievances. Employees are not
satisfied with their reward and recognition system. Food provided in the
canteen is not up to the mark. Employees are not so much satisfied with their
salary. They are also not much satisfied with their workplace and promotion
policy.

LIMITATIONS
• Sample size does not exactly represent the total population.
• Language problem while interacting with few south Indian employees.
• Response from respondents may be different from actual view.
• Respondents might not disclose actual views.
• As the study was conducted at one branch (group) only, result involving
may not be true at zonal level.

ANNEXURE
EMPLOYEE SATISFACTION QUESTIONNAIRE

The questionnaire contains a number of statements related to human resource

policies, systems and practices of the organization. The participants are
required to choose one option as their response out of five options given for
each statement. These option are based on FIVE POINTS SCALE – Strongly
agree (SA), Agree (A), Neutral (N), Disagree (D) and Strongly disagree (SD).

It is assured that individual response would be kept confidential and only the
conclusion or common views will be communicated to the top management.

50
Sno. Statements SA A N D SD
1. My superior communicate clearly as to what is
expected of me.

2. My job is interesting enough to perform it well

3. The number of holidays provided is sufficient

4. The working hour in the company Industrial Relation

Satisfied.

5. Training & development is satisfactory.

6. The senior take immediate & suitable action to redress

grievances of subordinate.

7. The senior uses normally feedback method in all these

interaction

8. Are you satisfied with the work given in the Workgroup.

9. Adequate reward & recognition system in the company.

10. Salary is given as per the capabilities of the

employees and ability.

11. My work place is neat & clean.

12. Promotion policy of the company is well defined & in

practice.

13. The good performance always receives praise

from superiors.

14. Welfare activities followed one are satisfactory.

15. My career will have enough growth in the company.

51
 BIBLIOGRAPHY

 Kothari. C.R. Research Methodology- Methods and techniques, New

Delhi, Wiley Inernational Ltd.,2005
 Aswathappa.. K. Organizational Behaviour, New Delhi, Himalaya
Publishing House, 2002.
 Raom V.S.P Human Resource Management – Text & Cases, New Delhi,
Excel Books, 2003.
 Deshpande, Milind V,. TQM & ISO, Pune, Symbiosis Centre for Distance
Learning, April, 2002.
 Stephan P. Robbinson, Organizational Behaviour, New Delhi, Prentice
Hall of India, 1989.
 Research Methodology Methods & Techniques , N K Malhotra.
 Axelrod and Wybenga (1985) in their study on perceptions.
 Carpenter and Nakamoto (1989) “pioneering advantage.
 Marketing Management: PHILIP KOTLER.
 Ofir and Simonson (2001) customer evaluations of quality and
satisfaction.

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