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International Journal of Multidisciplinary Research Vol.1 Issue 3, July 2011, ISSN 2231 5780

IMPORTANCE OF QWL WITH SPECIFIC REFERENCE TO TCS

CHARU MOHLA*
*Maharaja Agrasen Institute of Management Studies, Sector 22, Rohini, New Delhi.

ABSTRACT The holistic and eco-systematic conception views the world as an open, living system and emphasizes the interaction and interdependence of all the phenomena, which implies that the individual organism always interacts with its physical and social environment. In a study of Quality of Work Life, at T.C.S one could adopt an eco-system approach and try to list all possible variables which would contribute to ones general state of being. Various elements of our lives are tied to the actions of organizations. Indeed most adults organize their lives around work. Most individual spend a good deal of their waking hours in work; it prescribes how their days are spent and places certain restrictions on them; it determines their living standards and affects their friendship patterns. Work can embody a number of stressors, but it can also provide satisfaction. Successfully managing or lacking the ability and resources to manage work stressors affects the self-esteem and impacts on health. Thus quality of work life in organizations is a major component of quality of life in general. This paper on Quality of work life at T.C.S, New Delhi was undertaken to understand and gain an insight into current working life policies and practices, as well as work-life balance issues of employees and suggest possible measures to improve their Quality of work life. This paper will focus specifically on the Quality of Work Life as experienced by the employees of TCS and will also help in identifying the areas of improvement and the steps that can be taken to improve the prevailing problems. This will further lead to the enhancement in associate satisfaction and motivation and also increase in the productivity, which will help in achieving organizations goals.

INTRODUCTION The phrase quality of work life (QWL) was first introduced in the United States in the late 1960s to stress the prevailing poor quality of life at the work place. Quality of work life can be realistically defined as a way of thinking about people, work, and organization. It has two distinct elements 1) a concern for the well being as well as for organization effectiveness; and 2) the promotion of employee participation in important work-related problems and decisions. Using this definition, QWL focused primarily on the personal consequences of the work experience and how to improve work to satisfy personal needs. The best way of approaching quality of life measurement is to measure the extent to which people's 'happiness requirements' are met i.e. those requirements which are a necessary (although not sufficient) condition of anyone's happiness - those 'without which no member of the human race can be happy.'

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International Journal of Multidisciplinary Research Vol.1 Issue 3, July 2011, ISSN 2231 5780

There are essentially two perspectives taken in quality of life research: social indicators research which considers the elites' valuation of what the people need, and conventional quality of life research which studies what people want, in order to improve their quality of life. CRITERIA OF MEASURING QWL (I) ADEQUATE AND FAIR COMPENSATION There are different opinions about the adequate compensation. The committee on Fair Wages defined fair wage as the wage which is above the minimum wage but below the living age. (II) SAFE AND HEALTHY WORKING CONDITIONS Most of the organizations provide safe and healthy working conditions due to humanitarian requirements and/or legal requirements. In fact, these conditions are a matter of enlightened selfinterest. (III) OPPORTUNITY TO USE AND DEVELOP HUMAN CAPABILITIES Contrary to the traditional assumptions, QWL is improved the extent that the worker can exercise more control over his or her work, and the degree to which the job embraces an entire meaningful task but not a part of it. Further, QWL provides for opportunities like autonomy in work and participation in planning in order to use human capabilities. (IV) OPPORTUNITY FOR CAREER GROWTH Opportunities for promotions are limited in case of all categories of employees either due to educational barriers or due to limited openings at the higher level. QWL provides future opportunity for continued growth and security by expanding ones capabilities, knowledge and qualifications. (V) SOCIAL INTEGRATION IN THE WORK FORCE Social integration in the work force can be established by creating freedom from prejudice, supporting primary work grq a sense of community and inter-personnel openness, egalitarian and upward mobility. (VI) CONSTITUTIONALISM IN THE WORK ORGANIZATION QWL provides constitutional protection to the employees only to the level of desirability as it hampers workers. It happens because the managements action is challenged in every action and bureaucratic procedures need to be followed at that level. Constitutional protection is provided to employees on such matters as privacy, free speech, equity and due process. (VII) WORK AND QUALITY OF LIFE QWL provides for the balanced relationship among work, non- work and family aspects of life. In other words, family life and social life should not be strained by working hours including overtime work, work during inconvenient hours, business travel, transfers, vacations, etc.

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International Journal of Multidisciplinary Research Vol.1 Issue 3, July 2011, ISSN 2231 5780

(VIII) SOCIAL RELEVANCE OF WORK QWL is concerned about the establishment of social relevance to work in a socially beneficial manner. The workers self-esteem would be high if his work is useful to the society and the vice versa is also true. RESEARCH METHODOLOGY Mainly to get an understanding of the subject in context and also to know the initiatives already taken by the Organization regarding analyzing and improvising the Quality of work life the data has been collected through discussions with employees. VARIOUS INITIATIVES BY HR PEEP (PROACTIVE ASSOCIATE ENGAGEMENT PROGRAMME) In this programme, Associates get to talk, directly, one-on-one, with senior management. Not the impersonal email or memo, or the public nature of an open-house session. PEEP's where they can have their own session with management - get to know the management's perspective on things, as well has shared their perspectives with them. Before the meeting, the senior management person who the individual will be talking to is given a brief background on associate - his function, his grade, his years of services, the places he has traveled, his achievements, his hobbies - just so that they don't have to waste time getting to know each other. To ensure that their interactions have the desired results, they use a feedback form where he/she records the suggestions, comments, problems, and solutions - in short, a sort of "minutes" of the meeting. These are followed up to the logical conclusion. These "minutes" are also helpful in structuring the initiative better and documenting the issues rose. CONTINUOUS IMPROVEMENT USING CCI METHODOLOGY CCI methodology is used to continuously improve the individual and to optimize the project performance. In short

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International Journal of Multidisciplinary Research Vol.1 Issue 3, July 2011, ISSN 2231 5780

Analyze your work

Measure current performance

Plan your personal process improvement

Carry out your personnel process improvement

The connection between PDP (Personal Development Plan) and CCI is here it is - the last parameter on PDP, viz., Personal Process Improvement is wherein they capture the essence of your CCI plan. And, of course, details can be captured separately. SPEED-PERFORMANCE EVALUATION AND ASSOCIATE DEVELOPMENT SPEED provides the facility to set goals, record achievements, and assessments once every quarter and also through each projects in a financial year. This helps them in identifying the areas of strength and works towards improvement in other areas. The focus in half yearly reviews should be on assessment against each goal. Timely Goal Setting and Half Yearly Reviews will be critical for effective completion of the process at the end of the financial year. CAREER MANAGEMENT
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TCS has prepared the scorecard covering the goals at enterprise level, and defined the process for sharing these goals at all levels through unit heads. Ultimatix carries the online tool, SPEED, which provides us the facility to set goals, record achievements, and assessments once every 6 months and through each projects in a financial year. When they set goals in discussion with the associates, it is important to give feedback to them on their level of achievement against each goal. The focus here is the supervisor' assessment against each goal. This is important for the associate, for improvement and sustenance of the performance. Based on these ratings they will know how we have performed on each goal.

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International Journal of Multidisciplinary Research Vol.1 Issue 3, July 2011, ISSN 2231 5780

This year they have mandated half-yearly reviews of goals set. Once a year was a long time for achievements to be recalled and evaluated. Associates move between projects any time of the year and their achievements need to be recorded in time. Half-yearly reviews will provide this opportunity. The weighted average of the goal and attribute ratings are aggregated for all associates in the unit and ranked following the rating distribution mandated by the organization. This rating will form the basis for Variable Pay. STAR OF THE MONTH Star of the Month is a monthly associate recognition programme, to motivate achievers and encourage others to excel in their fields. The selection committee would screen the nominations based on performance factors like contribution to TCS or branch initiatives, business development, process improvements, complex assignments, client feedback etc. The Star would be given a gift voucher and a certificate. Also, their contribution (with their photograph) would be posted in the Hall of Fame on the TCS Intranet. The reward, meant especially for associates at assistant (AST) level and below, aims to identify upcoming stars who would drive TCS towards the pinnacle. Also, an associate once rewarded cannot be nominated again for a year. COMMUNITY SERVICE DAY TCS organizes Blood Donation Camp and the NGO Exhibition, Diwali mela.TCSers and Maitree members shared the joy of Diwali with around 200 underprivileged street children of the Calcutta Rescue School. Spending time with the children, fireworks, eatables etc brought happiness and helped the little faces shine with ecstasy. Team of TCSers also visited Anuraag Human Services - an NGO for the aged and Residential Training Programme for the persons with mental retardation. BENEFITS OFFERED BY TCS Here are some of the benefits* offered by TCS as an HR initiative to maintain and improve the Quality of Work Life.
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COMPANY ACCOMMODATION TCS may provide company accommodation to Consultants and above by approval by the senior management. TRANSPORT SERVICES FOR ASSOCIATES Considering the operation of public transportation services from certain city locations to the work place and back difficult, TCS provide private transportation facility may be fully borne by TCS or by the associate at nominal rates.

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International Journal of Multidisciplinary Research Vol.1 Issue 3, July 2011, ISSN 2231 5780

HOLIDAY HOMES TCS provides the facility of Holiday Homes, which associates can avail at following tourist places like Panchagani, Manali, Gangtok, Goa etc. WORKING FLEXI-HOURS To meet certain project requirements associates are given more flexible hours of work. It encourages the associates to work at the time when their productivity can be maximized. In case of extended working hours associates can avail for reimbursement for meal and transport. EXTRA CURRICULAR ACTIVITIES/ EVENTS Associates are encouraged to take part in extra- curricular activities such as business quizzes, sports and other leisure activities, which influence the overall personality development of the associates positively. *The list is not exhaustive. PULSE

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International Journal of Multidisciplinary Research Vol.1 Issue 3, July 2011, ISSN 2231 5780

Pulse is the company's annual Associate Satisfaction Survey. Every year, TCS undertake this survey to measure and understand its Associate's attitude, opinions, motivation, aspirations and satisfaction. Through Pulse, they attempt to find out opportunities for improvement, invite suggestions, ascertain shortcomings, design appropriate plans, which finally conclude in action. Many substantial improvements have taken place as a direct result of the Pulse survey. For example, The List on Ultimatix publishes top vacancies in TCS every fortnight. Another direct result of a feedback/suggestion received on Pulse is the increased Associate Engagement programmes that have been happening in the past year. Besides, Pulse serves as a virtual performance evaluation for corporate or support groups. Through this survey, groups like HR, MATC, Administration, Infrastructure Services, Technical Communication, Marketing, Internal Communication, Library and Information Centre, Quality, Travel, Finance, Business Excellence, iSecurity, all seek your feedback and evaluation. Analysis can be done for the PULSE results at the following levels. Geography Branch Designation Department Years Of experience Age Gender Nationality
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Large Accounts/ Relationships The actual action of Pulse takes place after all the feedback has been received. MAITREE TCS-Maitree came into existence on February 23, 2002 in Mumbai, started by Ms Mala Ramadorai. Maitree is all about friendship, bonding, sharing and caring. Maitree endeavours to cultivate a sense of belonging among its employees and their families.

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International Journal of Multidisciplinary Research Vol.1 Issue 3, July 2011, ISSN 2231 5780

MAITREE ACTIVITIES PLAN IN INDIA

MAITREE ACTIVITIES It includes activities promoting art and culture like Music Club, Dance, Yoga, Origami, Ikebana, craft, cooking workshops. Educational activities such as setting up libraries for children, computer training workshops for adults, support staff and children, talks on various subjects, Quiz-Couple of Questions. Events for Social causes like Blood donation camps; drives to collect food, clothes for the riot affected in Gujarat; helping NGOs involved in rehabilitation of street children. Environmental activities like visits to National Parks, Treks, tree planting drives

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International Journal of Multidisciplinary Research Vol.1 Issue 3, July 2011, ISSN 2231 5780

RATIONALE BEHIND TCS-MAITREE Bring together employees in an informal but meaningful environment Family units are made aware of the companys values and organizational issues thus enhancing the synergy with the corporate The activities are designed to cater to various facets of an individuals personality enhancing self worth. Building bridges between corporate, employees, their families and the community High energy levels of the young workforce need meaningful outlets Identification and sense of belonging needs to be built with the Company Spouses often give up employment. Involvement in Maitree/TCS would be a creative and learning outlet. CONCLUSION Through the study it has been found that management of TCS is already doing many things which are different and new in market as well as important to enhance quality of work life of employees but still there is always a scope of improvement. TCS can further look into following: More recreation facilities for Associates should be organized such as games like chess, carom, and TT table to be brought in. More communication to all associates about Maitree and its activities would increase participation at all levels. More number of PEEP sessions should be organized between , For new joinees mentoring session for half a day at the time of joining
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Health and yoga camps should be held on regular basis to make their workers get rid of stress of work load. Individual goals must be taken care of in job assignments. There should be more interaction between employee and their HR. Increase the number of floor visits, meetings with associates, through open houses, etc (weekly one project team) It is also recommended that attention be paid to the members attributing to low level of satisfaction with the recognition system. Open lines of communication should be created that will enhance the creation of participation and interactional justice.

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International Journal of Multidisciplinary Research Vol.1 Issue 3, July 2011, ISSN 2231 5780

Rewards should be appropriately linked to performance indicators that reflect a persons effort and competence, representing positive feedback could be beneficial. No organization can really guarantee its members a lifelong career; Job insecurity gives rise to stress symptoms. The only intervention for this dilemma is to do life skill development in which effective life strategies are taught to counter the effect of insecurity and stress. Here problem solving techniques and self-motivation techniques could be beneficial. REFERENCES Gordon, J.R. (1999). Organizational behavior: A diagnostic approach, New Jersey: Prentice Hall. L.Davis, Enhancing the quality of work life: - Developments in the United States, International Labour Review 116 (July-Aug) 1977. Mishra, Girishwar, Psychological Perspectives on stress and health, Concept publishing company, 1999. Work life Report (2000). Strategic approaches to work/life balance Worklife Report, 2000, 13(1), 8.

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