EMPLOYEE SATISFACTION

Submitted to: Punjab Technical University,Jallandhar in partial fulfillment of the requirements for the degree of Masters in Business Administration Batch (2008-10)

Submitted by: Monika Garg ROLL.NO. 80802320213

RIMT-INSTITUTE OF MANAGEMENT & COMPUTER TECHNOLOGY MANDI GOBINDGARH

ACKNOWLEDGEMENT I consider it pleasant privilege to express my heartiest gratitude and indebtedness to those who have assisted me towards the completion of my project report. The project wouldnt have seen the light of day without the help and guidance of many people I take an opportunity to convey my deepest gratitude to all those individuals. My first words of thanks to Mr. Jagdish Rao (General Manager) &Mr. Vishal Dhingra (Manager HR&A) I feel highly obliged and indebted to my learned guide Mr. C.S.Sharma, Asstt. Manager(Welfare) and GSK for not only providing all the moral and organizational support but also for inspiring encouragement during the course of this work. Without their help it wouldnt have been possible for me to accomplish this task in time. Words at my command are inadequate both in form and spirit to express my sincere and profound gratitude to all these persons for their meticulous guidance, keen supervision, constructive criticism. Friendly attitude and whole-hearted help throughout the course of this project. Their unforgettable, positives approach freehand acumen made this project possible. I owe my special regards to my elders for their blessings and good wishes.

TABLE OF CONTENTS EXECUTIVE OVERVIEW ...............................................................................

CHAPTER 1 : BRIEF PROFILE OF THE ORGANIZATION

INTRODUCTION MISSION STATEMENT OUR SPIRIT OVERVIEW SECOND LARGEST COMPANY DEPARTMENTAL OVERVIEW HISTORICAL BACKGROUND COMPANY PROFILE Human Resources and Administration Department PROJECT TITLE PROJECT ASSIGNMENT 1 SHABAD CHAPTER 2 : RESEARCH METHODOLOGY

CHAPTER 3: ANALYSIS AND DISCUSSION CHAPTER 4: CONCLUSION SUGGESTIONS AND RECOMMENDATIONS BIBLIOGRAPHY ANNEXURES

EXECUTIVE OVERVIEW

Woody Allen, comedian, screenwriter, and director, once said: Eighty percent of success is showing up. If this was ever true, it certainly isnt anymore. Success today requires a good bit more than good attendance. Yet, multiple studies in different countries and across industries show that employees who are passionate about their jobs and the organizations in which they work are in the minority. In todays environment, nothing is constant or predictable not market growth, customer demand, product life cycles, the rate of technological change or the nature of competition. (Hammer and Champy; 1994). The topic of employee satisfaction is as relevant to an organization and to individuals . In a private sector driven by changing client and staff expectations, increased accountability and resourcing issues, it is especially critical. This eight weeks study explored the topic of employee satisfaction with

particular relevance and implications on devising an Employee satisfaction strategy for GlaxoSmithkline Consumer Healthcare Ltd. Which would be implemented on all the departments of the organization.This was an exploratory study due to the nature of the topic, due to the short time-frame for the topic it explore the issue from a company perspective. A critical aspect of the research was exploration of the term employee satisfaction and the establishment of possible definitions, as the literature to

date is not consistent.The satisfaction context explored was from the perspective of the individual (hence reference to employee satisfaction). The research identified areas of best practice and possible consideration for improvement within the company & industry context.

INTRODUCTION

Glaxo Smithkline Consumer Healthcare Ltd.(GSKCH) is an Indian associate of GlaxoSmithkline plc,U.K. GSKCH is one of the largest players in the Health Food Drinks Industry in India. The Company, with its manufacturing plants located in Nabha, Rajahmundry and Sonepat. Has a total workforce of over 2700 people, each driven by a spirit of enterprise.Its flagship product, Horlicks, is a highly respected brand which is over 100 years old in India. The Company also manufactures and markets Boost,

Viva, Maltova, Biscuits and in addition promotes and distributes number of products in diverse categories, including prominent brands such as Eno, Crocin, Iodex.GSKCH has a strong marketing and distribution network in India comprising over 1800 wholesalers and direct coverage of over 4,00,000 retail outlets. . The company has dedicated consumer healthcare R&D center takes research as seriously as marketing excellence, offering cutting-edge capability in both. MISSION STATEMENT

Our Global Quest is to improve the quality of human life by enabling people to do more, feel better and live longer. As a Global Organization, we are united in our approach to how we conduct ourselves. For us to take pride in our contribution and make a difference, we all must be in touch with the elements that make us successful.

OUR SPIRIT

We undertake our quest with the enthusiasm of entrepreneurs, excited by the constant search for innovation. We value performance achieved with integrity. We will attain success as a world class leader with each member of our team contributing with passion and an unmatched sense of urgency Our spirit gives us the qualities as individuals and as an organization that will enable us to turn our opportunities into achievements. Our spirit will guide us, keep us focused, and differentiate us from the competition.

OVERVIEW

The first plant was set up at Nabha by M/S Horlicks was being imported and marketed India after being packed in the bottles. The reason why the plant to produce Horlicks was set up in Punjab(Nabha) was because the import of Horlicks was stopped by the government of India,following which the company decided to set up a plant in India itself and the raw material i.e.milk was available in Punjab. The Maharaja of Nabha laid this foundation stone of the factory. Maharaja Pratap Singh In Nabha on 31st May 1959. The Factory went in for production in March 1960. Barley Malt and Wheat Flour were easily available but the procurement of milk was creating a problem. So to solve it,many milk centres were opened in village around Nabha. Field Officers were appointed to go to the villages for guiding and encouraging farmer to sell milk and tame more milk giving animals for the better income. In the very first year the factory earned profits and about 37% bonus was distributed amongst the employees. Within five years the factories production capacity doubled as the demand for the Horlicks increased and in period of nine years there was four fold increase in the production of Horlicks.

As the demand went on increasing, the production of Horlicks also increased in the Nabha unit. However there was still a gap between the demand and supply therefore, 50% workmen were made permanent and the casuals were enrolled as per the requirement. As the main market for sale was in the south and west of India, the need was felt for establishing small packaging stations of Horlicks is dispatched from Nabha in bulk quantity to Different packaging stations namely Calcutta, Madras, Hyderabad, and Ballabgarh. Only the Calcutta packaging stations, is owned by the company the other packaging stations are on contract.

SECOND LARGEST COMPANY

GlaxoSmithkline Consumer Healthcare(GSKCH)is the worlds second largest over-the-counter healthcare products company and is also ranked second globally in sales of oral-care products. GSK is one of the worlds leading research-based pharmaceutical and healthcare companies, with annual sales of nearly $3billion in 2001 an estimated seven percent of the worlds pharmaceutical market. GSK has over 100,00 employees worldwide.  Every second, more than 3 doses of vaccines are distributed by GSK.  Every minute, more than 110 prescriptions are written for GSK products.  Every hour, GSK spends more than $45000to find new medicines.

HISTORICAL BACKGROUND GlaxoSmithKline is a pharmaceutical and healthcare company born out of the merger of two leading international organizations. Smithkline Beecham and Glaxo Welcome. Its global mission is To Improve the quality of human life by enabling people to do more,feel better and live longer. y THE YEAR 1955 Horlicks a milk product manufactured by Horlicks Ltd. Slough, England was being imported, bottled and sold in India. Due to changes in import policy import stopped. y THE YEAR 1956-57 A team from the organization visited to explore the possibilities of setting up a plant with the support of Maharaja of Nabha, His highness PRATAP SINGH, and a plant was set up at Nabha. y THE YEAR 1958 On May 31st 1958, Mr. Pratap Singh laid the foundation stone of the Company at Nabha.

y THE YEAR 1960 On 24th March 1960, the factory went into Production. y THE YEAR 1969  Horlicks Group disposed off their holding in India and U.K.

 To BEECHAM GROUP OF INDUSTRIES which is multinational and owns more than 200 countries engaged in manufacturing of Brylcream , Haircream, Eno fruit salt, Toothpaste , Pure Silvikrin etc. Immediately after taking the management, Beecham Group shifted its head office from Nabha to Delhi. y THE YEAR 1979 Beecham India (Pvt.) Ltd. Mumbai merged with Hindustan Milkfood Manufacturers Ltd. and the name was changed to H.M.M.Ltd.Beecham Group Plc.

y THE YEAR 1991  Smithkline U.S.A. merged on September 16,1991 to form Smithkline Beecham consumer office in the U.K.  H.M.M. became a part of smithkline Beecham Consumer Brands, one of the three sector of Smithkline Consumer Brands Ltd. y THE YEAR 1994  The name was changed to Smithkline Consumer Healthcare Ltd. to reasset the companys promise of providing Healthcare to consumers.  The company decided to do away with its toiletry products and sold its brands like Brylcream and Silvikrin to Sara Lee. y THE YEAR 2000 The Company acquired MALTOVA and VIVA brands of nutritional from Jagjit Industries Ltd. A merger took place between Smithkline Beecham Brands,Plc. with its registered

and Glaxo Wellcome and the new company Glaxo Smithkline (GSK) was formed on 27-12-2000

Glaxo Merger Smithkline Beecham

y THE YEAR 2002 : Change of name took place effective April 23rd, 2002. y THE YEAR 2004 : The Bank of Punjab has tied up with the company for facilitating finance on attractive terms to its milk suppliers. The company started packing Horlicks in kg and 1 kg pouches. Packing machines was imported and installed. As the main market for sale of Horlicks was in the South and East India, need was felt for the sale of Horlicks in small units of the country. Therefore packing station was opened at

GlaxoSmithkline

different places. At present Horlicks is dispatched from Nabha in bulk quantity to the following packing stations:  Ballabgarh  Mangaldoi(Assam)  Kompally  Baddi(Himachal Pradesh) The marketing of the companys products is done through various Regional Sales Offices(RSO) situated at :  North Delhi  West Mumbai  East Kolkata  South Chennai The Company has established a new plant in Sonepat with a capital layout of Rs.246.69 crores.This plant is fully automatic using Spray Dry Technology. This plant has the State of Art Plant and machinery, and is biggest Spray Drying Plant in Asia with European GMP and safety standardsThe Companys

manufacturing facilities at Nabha, Sonepat and Rajamundry have received prestigious ISO 14001,ISO 901 certification and its packing facility at Hyderabad and Ballabhgarh continue to maintain the prestigious ISO 9001 certification by SGC, a leading International Certification Company. Company has also started B2B operations with its leading vendor for the purchase of raw material and service under the area information technology. The company has implemented two ERP packages namely JD Edwards and AS400 and connecting up all its business locations all over the country via satellite link COMPANY PROFILE Company Head Office Registered Office Status Sales Turnover (2006) Glaxo Smithkline Consumer Healthcare Ltd. Gurgaon,Haryana Nabha(Punjab) Multinational Co. Rs. 12,143 (millions), 11.5% increase as compared last year Profit Before Tax (2006) Export Operations to places Rs. 1,905.6 (millions) Bangladesh, Myanmar, Sri Lanka, Middle East, Nepal, Hong Kong, Malaysia and Fiji .

Human Resources and Administration Department

Functions of HRA Department Training Training is viewed not merely as an event but also as a process of facilitating the continued up gradation of knowledge, skills and attitudes. Training activities include:  Structured introduction training for all new recruits.  Intra and Inter department team development exercises.  Training in the technical/functional aspects. Employee Relations The HR department monitors the discipline of all workmen. Rules for all workers are displayed in the restroom in the form of standing orders. Attendence Records and Development

This time office maintains attendance records of all workers with the aid of duty passes. It is supported by a software package that can be accessed to any point of time by the HR department to check the status. Employee Communication The HR department is responsible for various communication activities like Speak up, Open house sessions, float file, pamphlets and posters. Welfare Activities The HR department is involved in various welfare activities for the employees which are: Cultural programs, farewell parties etc. Safety The department is responsible for ensuring that the statutory requirements of all equipment/processes are strictly followed. Safety audits are conducted once in two years to check the effectiveness of the safety procedures, equipments and systems Security

Security staff takes rounds in add around the factory, they are involved in routine activities like carrying out searches at the gate and maintaining logbooks.

Recruitment Recruitment of the workmen, both permanent and temporary, staff and executives is carried out at the plant level. Wages and Salaries Administration The minimum wages for temporary workers is deducted by the State Company. The permanent workers get another benefit like Dearness Allowance, House Rent Allowance, Leave Travel Allowance etc. GSK MISSION Our global quest is to improve the human life by enabling the people TO DO MORE, FEEL BETTER, AND LIVE LONGER. People at Glaxo SmithKline consumer healthcare limited are dedicated ourselves to delivering medicines and products that help million of people around the world LIVE LONGER, HEALTHIER AND HAPPIER LIVES.

ABOUT THE NABHA PLANT GSKs Nabha plant is a huge manufacturing unit. Glaxo SmithKline Consumer Healthcare Ltd. is having three factories, which are at Nabha, Rajahmundry and Sonepat. The factory at Nabha is the mother unit and products manufactured by this company fall under two categories of consumer healthcare The food powder (HORLICKS & BOOST) is manufactured in Nabha. The requirement of workforce changes with change in production policy. The plant at present employs a work force varying from 1500 to 2000 out of which approximately 1100 are permanent. There is a staff and management of about 145 persons. There is a wage agreement for 3 years. The workers also getting weekly off according to Labors Act.. The plant runs 365 days a years in 3 shifts daily which work from 5.15 a.m. to 1.15 p.m., 1.15 p.m. to 9.15 p.m. & 9.15 p.m. to 5.15 a.m.. The office opens 6 days a week. About 12 Milk collection centers were opened at a radius of about 40km around Nabha, to meet the requirement of 20 tones of Milk per day. The main purpose of opening collection centers at village level was to get good quality of Milk directly from the producer and pay them good price, thus, raising their standard of living. Nabha and Sonepat production facility has already been certified for HACCP (Hazard Analysis Critical Control Point for Food Safety).During the year the Nabha site received The Best Environment Protection Initiative 2006 award from the Punjab Pollution Control Board.

DEPARTMENTAL OVERVIEW The various departments in GSKCH LTD. Located at Nabha are:  Human Resource and Administration Department.  Manufacturing Department.  Procurement Department(Milk Sourcing Procurement and Purchase Department)  Quality Assurance Department.  Total Quality Management Department.  Information Resources(IR)  Finance Department  Warehouse Supply Chain Management  Engineering Department.  Environment, Health and Safety Department(EHS). PROJECT ASSIGNMENT 1 SHABAD SHABAD To Literate employees

INTRODUCTION Project shabad was started on 16th July 2009. The project period was of 8 days. The main aim of the project to literate employees of the GSK. The employees were trained to read and write in Punjabi which is local language of the area. It was the second session of the project. About 120 workers were educated in this project . The training was done in batches of 20 workmen from 8:am to 5 pm. The project was inaugurated by site director MR. C.S Sharma. The site of the project was staff club where employees were trained .Earlier the workers use the thumb impression on company document but after this project a remarkable improvement was seen in the workers. Now they put their sign on the company documents and also read these documents. Firstly they were introduced with the alphabets of Punjabi , then they were tought about how to make words .During these training sessions great improvement were seen 8in the workers and they were very keen to learn the language. It also increases their confidence. It was a great step by GSK not only for the welfare of workers but also for the society. It is a great effort by GSK to remove illiteracy in our country. During these training sessions workers were given refreshment and during the day Two times tea was served and during noon proper lunch was served. In the end workers

was given a appreciation certificate and a parker pen. If all the companies like GSK launch project shabad for their workers then it will remove illiteracy in India. EXPECTED BENEFITS/RESULTS  Development of high level of confidence  Higher level of engagement amongst audiences through open discussion  Increased inter-

departmental participation  Opportunity for free speech to gather/discuss various

ideas ACTIONS OF IMPLEMENTATION  Feedback for improvement  Refreshed the contents, expectations, frequency and target audience

 Formation of strategies to achieve the goal  Implementation of the strategie  Execution of the strategies  Analysis of the implemented strategies  Study of outcomes from implemented strategies

EMPLOYEE SATISFACTION Employees play a very important role in the industrial production of the country. The human resource managers are really concerned with the management of people at work. It is necessary to secure the cooperation of labour force in order to increase the production and to earn higher profits. The cooperation of the labour force is possible only when they are fully satisfied with their employer and the working conditions on the job. In the past, the industrialists and the employers believed that their only duty towards their employees was to pay them satisfactory wages and salaries. In course of time, with the introduction of the concept of human resource management, psychological researches convinced them that the workers required something more important. In addition to providing monetary benefits, human treatment given to the employees plays a very important role in seeking their cooperation. Labour or employee welfare activities benefit not only the workers but also the management in the form of greater industrial efficiency. The human resource managers realize that the welfare activities pay a good dividend in the long run, because they contribute a lot towards the health and efficiency of the workers and towards a high morale.

Employee Satisfaction is a measure of how happy workers are with their job and working environment. Keeping morale high among workers can be of tremendous benefit to any company, as happy workers will be more likely to produce more, take fewer days off, and stay loyal to the company. There are

many factors in improving or maintaining high employee satisfaction, which wise employers would do well to implement. To measure employee satisfaction, many companies will have mandatory surveys or face-to-face meetings with employees to gain information. Both of these tactics have pros and cons, and should be chosen carefully. Surveys are often anonymous, allowing workers more freedom to be honest without fear of repercussion. Interviews with company management can feel intimidating, but if done correctly can let the worker know that their voice has been heard and their concerns addressed by those in charge. Surveys and meetings can truly get to the center of the data surrounding employee satisfaction, and can be great tools to identify specific problems leading to lowered morale. Many experts believe that one of the best ways to maintain employee satisfaction is to make workers feel like part of a family or team. Holding office events, such as parties or group outings, can help build close bonds among workers. Many companies also participate in team-building retreats that are designed to strengthen the working relationship of the employees in a non-work related setting. Camping trips, paintball wars and guided backpacking trips are versions of this type of team-building strategy, with which many employers have found success. Of course, few workers will not experience a boost in morale after receiving more money. Raises and bonuses can seriously affect employee satisfaction, and should be given when possible. Yet money cannot solve all morale issues, and if a company with widespread problems for workers cannot improve their

overall environment, a bonus may be quickly forgotten as the daily stress of an unpleasant job continues to mount. If possible, provide amenities to your workers to improve morale. Make certain they have a comfortable, clean break room with basic necessities such as running water. Keep facilities such as bathrooms clean and stocked with supplies. While an air of professionalism is necessary for most businesses, allowing workers to keep family photos or small trinkets on their desk can make them feel more comfortable and nested at their workstation. Basic considerations like these can improve employee satisfaction, as workers will feel well cared for by their employers. The backbone of employee satisfaction is respect for workers and the job they perform. In every interaction with management, employees should be treated with courtesy and interest. An easy avenue for employees to discuss problems with upper management should be maintained and carefully monitored. Even if management cannot meet all the demands of employees, showing workers that they are being heard and putting honest dedication into compromising will often help to improve morale.

MEANING OF EMPLOYEE SATISFACTION Employee satisfaction is a dynamic concept in which new welfare measures are added to the existing ones along with social changes. The modern concept of employee welfare entails all those activities of the employers which are directed towards providing the employees with certain facilities and services in addition to wages or salaries. Welfare services are merely maintainance factors and not motivators, yet they are essential for the health

of the organization since they bear a close connection with the productivities of the labour force.

ACCORDING TO ROYAL COMMISION ON LABOUR The term welfare is applied to industrial workers is one which must necessarily be elastic, bearing a somewhat different interpretation in one country from another, according to the different social custom, the degree of industrialization and the educational development of the workers OBJECTIVES OF EMPLOYEE SATISFACTION a) To provide better life and health to the Labour force. b) To make the workers happy, satisfied and efficient. c) To improve intellectual, cultural and material conditions of living of the Labour and to relieve them from industrial fatigue.

FEATURES OF EMPLOYEE SATISFACTION a) Employee satisfaction is a comprehensive term including various services, facilities and amenities provided to workers for improving their health, efficiency, economic betterment and social status. b) Satisfaction means are in addition to regular wages and other economic benefits available to the workers under legal provisions and collective bargaining. c) Employee satisfaction is dynamic in nature varying from country to country, region to region and organization to organization. d) Employee satisfaction is flexible and ever changing concept as a new welfare measures are added from time to time to the existing measures. e) Satisfaction measures may be introduced by the employers, government, employees or by any social or charitable agency.

f) The basic purpose of employee satisfaction is to improve the lot of the working class, bring about the development of the whole personality of the worker to make him a good worker and a good citizen.

SIGNIFANCE OF EMPLOYEE SATISFACTION SERVICES The basic objective of Employee satisfaction is to enable workers to live a richer and more satisfactory life. Employee satisfaction is in the interest of the employee the employer and the society as a whole. The main benefits of the employee welfare services are given below:

I. BENEFITS TO THE WORKERS

a) Welfare activities provide better physical and mental health to the workers and make them happy. b) Welfare activities like housing, medical benefits, education and recreation facilities for the workers families help to create contended workers. c) Improvement in material, intellectual and cultural conditions of life protects workers and social evils like drinking, gambling etc.

II. BENEFITS TO THE EMPLOYEES a) Labour welfare facilities help to increase employee productivity or efficiency by improving their physical and mental health. b) Welfare measures help to improve the goodwill and public image of the enterprise.

c) Welfare services serve to maintain some peace with the employees unions. Employee welfare also helps to improve industrial relations and industrial peace. d) Employees turnover is reduced due to the provision of the welfare facilities. Employees take active interest in their jobs and work with the feeling of involvement and satisfaction. e) Employees secure the benefits of high efficiency, coordinal industrial relations and labour absenteeism and turnover.

III. BENEFITS TO SOCIETY Labour welfare is also in the interest of the larger society because the health, efficiency and happiness of each individual represents the general well being of all well housed, well fed and well looked after labour is not only an asset to the employer but serves to raise the standards of industry and labour in the country. AGENCIES OF LABOUR WELFARE IN INDIA Labour welfare activities in India are urgently needed because India is an industrially backward country and the working conditions are not satisfactory in Indian industries. The workers are poor and illiterate and generally blamed for being irresponsible and lazy. Labour welfare activities are necessary for improving their working conditions and their economic standards. The importance of Labour welfare activities in India has been recognized very recently by the employers, by the government and the other agencies. The main agencies engaged in labour welfare, in India include: I. Central government II. State government

III. Employers IV. Workers organizations V. Other agencies The contribution of these agencies is as explained below: I. CENTRAL GOVERNMENT

Till the Second World War, the government of India did very little in the field of welfare. It is during the Second World War the government of India, for the first time, launched schemes for labour welfare in their ordinance, ammunition and other war industries to increase the productivity of the workers and to keep up their morale. With the achievement of independence and emergence of India as a republic, wedded to the idea of a welfare state and to socialistic pattern of society, efforts in this direction were intensified. Since then, various legislations were passed for the welfare of different types of workers. The important acts which incorporate measures for the welfare if workers are, Factories Act, Indian Mines Act, Employment of Children Act, Maternity Benefit Act, Plantation Labour Act. Under these acts, employers have to provide certain basic welfare facilities to the workers.

II. STATE GOVERNMENTS Various state governments and union territories provide welfare facilities to its workers. The implementation of many provisions of various labour laws also rest with the state governments. The state governments run health and family planning centers, centre for education, vocational guidance, recreation and training of workers and other welfare centre. The state government also keep the vigil on the employers that they are operating the welfare schemes made obligatory by the central or state governments. The state government has also been empowered to prescribe rules for the welfare of workers and

appoint appropriate authorities for the enforcement of welfare provisions under various Acts.

III. EMPLOYERS At present, the welfare activities are being brought more and more under the legislation rather than being left to the good sense of the employers. The government has made certain facilities obligatory on the part of the employers. Most of the employers consider the expenditure on labour welfare activities as waste money rather than an investment. Even then, some enlightened employers, on their own initiative have been doing a bit in the direction of welfare. They have provided medical facilities, hospital and dispensary facilities, canteens, fair price shops, recreation clubs etc. These facilities are apart from their liability under various central or state legislations. IV. TRADE UNIONS In India trade unions have done very little for the welfare of workers. They have not taken much interest in welfare work because of lack of proper leadership and trends, however, a few sound and strong unions have been pioneers in this respect. They are Ahmedabad Textile Labour Association and the Mazdoor Sabha, Kanpur. The former provides the following welfare facilities: a. Dispensaries and maternity homes b. Schools, reading rooms, libraries, study circles and other educational measures c. Sports, recreation and cultural centres d. Cooperative stores and cooperative bank e. Residential boarding house, legal and publication of bi-monthly labour journal Mazdoor Sandesh

V. OTHER AGENCIES Apart from the agencies closely associated with the industries Philanthropic charitable and social service organizations like Bombay Social Service League, Seva Sedan society, the Depressed Classes Mission Society etc provide facilities for the welfare of the working class on a voluntary basis. HOW EMPLOYEES CAN BE SATISFIED? a. Within the organization services The services provided within the organization include bathing facilities etc. b. Outside the organization services Outside organization, welfare arrangements include housing accommodation, transport, childrens education, sports fields, and holiday homes, leave travel facilities, interest free loans etc. The welfare facilities may further be classified into three basic categories: I. ECONOMIC SERVICES Economic services provide for some additional economic security over and above wages or salaries. Examples of economic services are pension, life insurance, credit facilities etc. Proper pension programme reduces dissatisfaction in the area of economic security. Some establishments have a scheme of family pension also, which provides for payment of pension to the family members of the employee in case of his death. The employer may also pay the premium on the life insurance policies of the employees. The employers can give loans to the employees for purchase of consumer goods, or at the time of any marriage or other functions in the family of the employees. The loans to be repaid by the employees in the form of monthly installments to be deducted from their salaries. Some organizations help the medical aid, recreational facilities, libraries, canteens, rest rooms, washing and

employees to start cooperative credit societies to meet the urgent financial needs of the employees. II. RECREATIONAL SERVICES Management may provide recreational facilities to the employees. Recreation in the form of music, sports, games, art and theatre can play a very important role in the physical and mental development of employees. The employees generally, get bored by the routine and monotonous jobs which they perform everyday. Their attitude improves when the routine is broken occasionally. This will improve the cooperation and understanding among the employees. Management can provide for reading rooms, libraries, T.Vs etc. for the recreation of the employees. There can be provision for indoor games like Table Tennis, carom etc. in the common room of the employees. Big organizations can also make arrangements for outdoor games and can induce the workers to prepare teams to play matches with other similar teams. III. FACILITATIVE SERVICES These are the facilities which are required by the employees and provided by the employers. a) Housing facilities Housing is an important part of employee welfare in India. Some organizations construct houses/flats for the employees and provide the same to them either free of cost or at nominal rents. Some organizations give house rent allowances to the employees. So that they can get the houses on rental basis. Some organizations provide loans to the employees at concessional rates to enable them to construct their own houses/flats. b) Medical facilities Health is a very important thing for the employees. Within the factory premises the employees must make provision for first aid facilities. In addition, medical schemes are generally in operation, which provide for the

reimbursement of actual medical expenditure incurred by the employees. The organizations may also prescribe some doctors from whom the employees may get services in case of need. Large organizations can have their own dispensaries or hospitals for providing medical facilities to the employees. IV. Education The National Commission on labour and the committee on labour welfare have recommended that facilities should be provided for educating the worker and in running schools for children of the workers. Instead of starting a school, the organization may give education allowance for the children to the employees or reimburse the educational expenditure of the children of the employees. V. Transportation The organization should provide proper transport facilities to the employees to and from the factory. With the growth of industries, the distance between work place and residence of the workers has increased considerably. This facility has, therefore, become very important, as it will be reducing strain and absenteeism. The committee on labour welfare recommended the provision of adequate transport facilities to workers to enable them to reach their work place without loss of much time and without fatigue. Sometimes, if the employers do not provide transport facilities, they give conveyance allowance to the employees. The employers can also give interest free or concessional loans to employees for the purchase of vehicles. VI. Consumer Cooperative Stores The national cooperative development board set up a committee in 1961. The committee suggested that employers should introduce consumer cooperative stores in their welfare programmes.

RESEARCH METHODOLOGY NEED FOR THE STUDY: Human resource research is the task of searching for and analyzing facts to find out certain guidelines to solve the human resource problems. This research is mainly concerned with the study of human behavior and prepares guidelines for their future guidance. Personnel or HR research is the investigation and analysis of personnel and human behavior with the view to set the guidelines for the future. Personnel research is the task of searching for and analyzing facts relating to the end that personnel problems may be solved or guidelines governing to their solution derived. OBJECTIVES OF THE RESEARCH 1. 2. 3. 4. To bring about the small and trivial problems of the employees in the limelight of the management. To help the management of the company to know about the actions to be taken to increase the level of satisfaction of the employees. To help the management to ratify the present philosophy and principles of the personnel management. To analyze the physiological and human factors and amends and develops wherever necessary the principles and practices of personnel management. 5. To discover the ways to maintain abilities and attitudes of personnel at good or high levels or on continuing basis. RESEARCH PROCESS Different steps are to be followed in the research process and they are explained as below:

1.

PROBLEM SOLVING

This is the basic step in the research process. It is well said that A problem well defined is half solved Here the problem is To analyze the satisfaction level of the employees regarding the various benefits provided to them by GSK.

2.

RESEARCH DESIGN

Once the problem is defined the next step is the Research Design. Research design is the basic framework which provides guidelines for the rest of the research process. The research design for this project is descriptive research design as descriptive studies attempt to obtain a complete and accurate description of this situation. So in this study full description of the attitudes of the employees regarding the benefits provided to them will be known so it is a descriptive study.

3.

SAMPLING DESIGN

The sampling design used in this project is NON PROBLISTIC SAMPLING, 4. POPULATION

The total elements of the universe from which the sample is to be selected to be studied is known as population. The populations of my research are the employees of GSK . Ltd. 5. SAMPLE SIZE

The sample sizes for my project are 100 employees working in the organization.

6.

DATA COLLECTION

Following are the sources for the collection of data:   Primary source Secondary source

DATA COLLECTION METHODS

There are three main methods of data collection   Observation Survey

I have selected survey method of data collection. This is one of the common and widely used methods for primary data collection. We can gather wide range of valuable information about the behavior of the employees viz. attitude, motive and options etc. In survey method most commonly used is the questionnaire, another one is interview. Questionnaire yields the most satisfactory results. So I have also used questionnaire to find out the employees attitude with respect to the various benefits provided to them.

ANALYSIS AND DISCUSSION Employees have a voice in major decisions regarding change in the work environment (a) Strongly Agree (b)Agree (c) Indifferent (d)Disagree (e) Strongly Disagree

Strongly 3 Agree Agree 90 Indifferent 0 Disagree 6 Strongly 1 disagree Employees are treated fairly and equally. (a) Yes (b)No

Yes 97% No-3%

Management listens to Employees. (a) Yes (b)No

I feel under a great deal of stress.

(a) Strongly Agree (b)Agree

(c) Indifferent (d)Disagree (e) Strongly Disagree

Are you satisfied with the training and development programs of employees? (a) Satisfied (b)Unsatisfied

Satisfied-96% Unsatisfied4%

Are you satisfied with uniform which is providing to you? (a) Yes (b)No

My Manager/Supervisor encourages high achievements by reducing the fear of failure. (a) Yes (b)No

ACCORDING TO YOU THE COMPANY IS FACILITIES TO ITS EMPLOYEES OR NOT?

PROVIDING ALL THE MEDICAL

ARE THE FACILITIES NO PROVIDED Yes No

OF

THE PERCENTAGE

EMPLOYEES 87 13 87% 13%

THE COMPANY IS PROVIDING ITS EMPLOYEES WITH GOGGLES, MASKS AND OTHER SAFETY GADGETS:

Views:

No of employees

percentage

Feel safe while wearing 100 them You dont wear them 0

100%

0% -

You feel that they are nil completely useless

Are you satisfied with food that is provided to you in canteen?

(a) Highly Satisfied (b)Satisfied (c) Indifferent (d) Highly Dissatisfied (e) Dissatisfied

Are you satisfied with your job?

(a) (b)

Yes No

YES - 93% NO-7%

If not satisfied with job then why?

Reasons.. (a) (b) Not satisfied with working environment. Pay is not sufficient.

CONCLUSIONS

At the end of I would like to conclude that HR department is the heart of every organization and HR policies are its heart beats because if the heart will not beat at right intervals and at right times than it will affect the overall health of the individual. In the same way if the welfare facilities are not made for the employees by the organization, it will affect the productivity and quality of work of the employees.. Is one of the organizations that have realized that their growth and welfare has an effect on the companys bottom line. I found that the policies of the company highly well framed and being followed for each and every employee in the organization. In my analysis, I found that the majority of the employees are highly satisfied with the current policies of the organization but at the same time they came out with their viewpoint of the areas of the improvement to be made, but these changes are not demanded because of their dissatisfactions but they feel that changes made after certain periods of time definitely affect the working capability of the employees. The areas of extreme satisfaction, moderate satisfaction and the areas of the improvement, according to the employees viewpoint is as show:

AREAS OF EXTREME SATISFACTION y Self service in the canteen is very unique policy of the organization and most of the employees are satisfied and have positive attitude towards such practices they think that such practices avoids the discrimination among the employees. y Highly satisfied with the companys dress code y Highly satisfied with the companys training facilities. y Most of the employees are highly satisfied with the leave policy and they also favour that leaves should not be encashed because they think that if the leaves are encashed than majority of the employees will become money minded and will work in the situations when they are unfit for the work. y Since the company has completed five years of safety period without any accident, so most of the employees are satisfied with the safety and security policies of the company y Medical facilities and allowances provided are highly sufficient y Employee engagement activities are highly beneficial in improving the working efficiency y Transportation provided by the company is highly safe and secure.

y Staff sale is quite beneficial y Group insurance policies are highly sufficient y Employee engagement activities are highly beneficial in improving the working efficiency y Transportation provided by the company is highly safe and secure.

AREAS OF MODERATE SATISFACTION y Few of the employees are not satisfied with the safety shoes provided to them as the part of the uniform. Since they are heavy in weight and the employees feel uncomfortable while working in the plant. y Discounts on snacks are sufficient but not on soft drinks.

AREAS OF IMPROVEMENT y Most of the employees demand that the A.C facility should be made available in the canteen not only during the lunch time and tea break but during the complete working hours. Since, at some employees work place the temperature is very high, so that, they can sit in the canteen if they feel highly suffocated at their workplace. y Many employees view that there is a need to improve the seat quality within the bus, since the bus is small in size, so the fan or A.C facility should be made available to them. y Lunch facility should be made available to the employees.

The above information gives the clear picture that the majority of the employees are satisfied with the current policies of the organization. It is the highly skilled HR department of the organization that have made these policies available to the employees and made them feel to be the part of such prestigious organization. It is because of the GSK. To be NUMBER ONE PEOPLE COMPANY

SUGGESTIONS ANS RECOMMENDATIONS My survey has given me an opportunity to bring out the human problems and to express their feelings, fears, doubts and dissatisfactions among the minds of the employees. So, on the basis of their discontentments there are some suggestions and recommendations on my part that the companies could think over it and take some correct actions regarding their operations.

The management of the organization should try to recommend the following changes in the uniform:

a.

A new tailor should be employed for the stitching of the uniform and the trial should be taken before placing the complete orders of the uniform and efforts must be done to make improvements in this regard.

b.

Everyone wants some change in his/her life, similarly by wearing same uniform for years together make the employees dissatisfied in this aspect. So the management should make a change in the color and logo of uniform.

c.

Name of the employees should be inscribed on the uniform. This will help the new employees to know the old ones and will also help the visitors of the organization to easily identify the person they want to meet.

The company should try to enhance the availability of their products on more discounts to the employees of the organization, as they being the part of GSK, have complete rights to get such benefits.

The company should give loans to the employees for the purchase of consumer goods or at the time of any marriage or other functions in the family of the employee.

The organization should provide house rent allowances to the employees or provide loans to the employees at concessional rates to enable them to construct their house/flats.

The organization should give educational allowance for the children of the employees or reimburse the educational expenditure of the children of the employees.

Lunch facility should be made available to the employees. As most of the employees are living away from their home town and if the organization is unable to provide such facilities as employees being less in number than Tiffin system from outside should be made available to them.

Some type of interaction trainings should be given to the employees i.e. the interaction skills among employees within the organization should be improved upon.

Most of the employees are not clear about the insurance policies given to them by the company. So such policies should be made clearer and proper documentation in the form of written proof should be handed over to the employees.

At the time of a death of a particular employee, one member of the family should be given an opportunity to be the part of the organization and to occupy the position of the ex-employee.

The management should make the recommendations regarding the leave policy. If any employee has taken the leaves as per the policy in a year, than such leaves should be encashed for the number of days worked in accordance to the leaves.

There are some old employees in the organization who cannot participate in the sports week being conducted. For such employees meditation classes should be made available after the working hours for their better health and fitness.

In addition to this if any employee has done some extra-ordinary work during the tenure of the year, the employees should be appreciated by the organization in front of their families which makes them feel proud and gives them the recognition of being the part of prestigious organization.

The management should also make efforts to conduct the sports competition with the other organizations at least once in a year.

The facility of ESOPs (employee stock option plan) should be given to the employees as this is the best way to motivate them and improve their productivity and efficiency.

LIMITATIONS

Every project has its own limitations. The purpose of mentioning is to help readers form a more accurate interpretation of the results. Present study is subject to the following limitations which would be taken into consideration.

Employees of the plant are so busy in their work that they are not able to give proper times regarding the discussions of my project.

Due to time constraints, the size of the sample was restricted. It may not be possible to generalize the results on the basis of such small sample size.

Some employees are highly loyal and satisfied towards the organization due to some specific reason as some employees being the member of canteen committee, one being sports coordinator etc. As the matter of which the results obtained may be bias.

Covering each and every benefit of the organization is not possible for the survey and discussing each and every aspect of the questionnaire to everyone has also become the part of limitation of the study.

WHAT I HAVE LEARNT ?

I have discovered that human resource is the heart of every organization. Productivity of any organization is directly related to the quality of HR it contains. All the organizations have also realized the importance of human resource and they have also realized that their growth and welfare has an effect on the companys bottom line. In my summer training I have learnt a lot of things, which will surely help me in my future. The first thing is the skill of communication and they have also developed confidence thereby taking interviews of well experienced people of the organization. This has made me bold to handle the situations accordingly. This industrial training has given me practical exposure to the corporate world which i could never had obtained by sitting in a classroom. We have learnt the methods the organization is applying to motivate and empower their employees. I got the opportunity to interact with the number of people from the corporate world which developed in me the spirit of being one of them.

Last but not the least I had a lifetime experience.

BIBLIOGRAPHY

I. TEXTS CONCERNED

 Kelvin Flippo.B.Edwin  Kothari, C.R-

Master in Resource Management Personnel Management Research Methodology Methods and Techniques, Vishva Prakashan, New Delhi

II. SEARCH FROM INTERNET

www.google.com www.gsk ch.in www.gskindia.com

III. DATA PROVIDED BY INSTRUCTORS

 Mr. C.S. SHARMA

ANNEXURES

QUESTIONNARIE OF EMPLOYEE SATISFACTION

We are here conducting a survey on employee satisfaction. We request you to fill the questionnaire truly. Thanks you in advance for helping us.

Age: Gender: (a) Male (b)Female Working years in this organization:

Department in which you are working:

Employees have a voice in major decisions regarding change in the work environment (a) Strongly Agree (b)Agree (c) Indifferent (d)Disagree (e) Strongly Disagree

Employees are treated fairly and equally. (c) Yes (d)No

Management listens to Employees. (a) Yes (b)No

I feel under a great deal of stress. (a) Strongly Agree (b)Agree (c) Indifferent (d)Disagree

(e) Strongly Disagree

Are you satisfied with the training and development programs of employees? (a) Satisfied (b)Unsatisfied

Are you satisfied with uniform which is providing to you? (a) Yes (b)No

My Manager/Supervisor encourages high achievements by reducing the fear of failure. (a) Yes (b)No

ACCORDING TO YOU THE COMPANY IS FACILITIES TO ITS EMPLOYEES OR NOT?

PROVIDING ALL THE MEDICAL

ARE THE FACILITIES NO PROVIDED Yes No

OF

THE PERCENTAGE

EMPLOYEES 87 13 87% 13%

THE COMPANY IS PROVIDING ITS EMPLOYEES WITH GOGGLES, MASKS AND OTHER SAFETY GADGETS: Views: No of employees percentage

Feel safe while wearing 100 them You dont wear them 0

100%

0% -

You feel that they are nil completely useless

Are you satisfied with food that is provided to you in canteen?

(a) Highly Satisfied (b)Satisfied (c) Indifferent (d) Highly Dissatisfied (e) Dissatisfied

Are you satisfied with your job?

(c) (d)

Yes No

If not satisfied with job then why?