study the quality of work life at alacrity solutions
TRANSCRIPT
“ QUALITY OF WORK LIFE AT ALACRITY SOLUTIONS.”
BY
MRINAL GAIGAORI
(Regd. No. 5083)
Of
VISHWA VISHWANI INSTITUTE OF SYSTEMS AND MANAGEMENT
Under the Guidance of
Dr. Anuradha
Professor
A PROJECT REPORT
Submitted to the
FACULTY OF BUSINESS MANAGEMENT
In partial fulfilment of the requirements
For the award of the
POST GRADUATE DIPLOMA IN MANAGEMENT
July 2010
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Declaration
I Mrinal Ganesh Gaigaori, hereby declare that this project titled “A Study on Quality Of
Work Life” is an original work carried out by me, under the guidance of Prof. C Anuradha
(Professor) the project submitted by me is a bonafide work Carried by me of my own efforts
and it has not been submitted to any other University or published any time before.
(Mrinal Gaigaori)
Date:
Place:
2
CERTIFICATE
To whomsoever it may concern
This is to certify that Ms. Mrinal Gaigaori, currently a second semester student of the course
Post Graduate Diploma of Management (PGDM), has successfully completed her project
titled “ QUALITY OF WORK LIFE AT ALACRITY SOLUTIONS.” during the period of
10th June to 25th July .
During the above period, we found her to be very sincere and hardworking. She took a lot of
initiative to learn, improvise and improve upon the service standard of our organization. She
was always willing to accept additional responsibilities and showed a lot of interest in her
work. She is well mannered and is very pleasant to work with.
We are more than happy to recommend Ms. Mrinal Gaigaori to any institution who may want
to employ her.
We wish her best luck and all the success in her future.
Yours Sincerely,
By Alacrity Solution
Date:
3
CERTIFICATE
Certified that this Project titled “Quality Of Work Life ”, who carried out the research under
my supervision, certified further, that to the best of my knowledge the work reported here is
does not form part of any other thesis or dissertation on the basis of which a degree or award
was conferred on an earlier occasion on this or any other candidate.
(Prof. Dr.C. Anuradha)
Date:
Place: Hyderabad
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ACKNOWLEDGEMENT
The successful completion of project requires the involvement of many individuals. This
project report too is the outcome of my interaction with a number of individuals who have
shared data, information and insights, which have helped me, sharpen my own perceptions.
Their immense support and guidance helped me to complete my project successfully.
I like to express my gratitude to the management of “Alacrity Solutions” for rendering all
the possible services and resources, which ultimately enabled me to complete this task.
I also place on record my sincere thanks to the Manager (India Operations), Mr. Gurleen
Singh Sahmbi for his consistent encouragement, inspiration and various suggestion from the
conception to completion of the project. He has helped me to prepare a factual, realistic and
pragmatic report in the limited time.
I am thankful to all the employees of the company who showed a great deal of concern for
answering all my queries.
It has been pleasure working with Alacrity Solutions.
I express my sincere thanks to my project guide, Prof Anuradha , for her valuable guidance,
advice and constant encouragement and supervision throughout the course of the project
work and who has also been a source inspiration and motivation through all stages of this
project.
I am thankful all my friends for their help and support.
I am indebted, above all, to my parents for their untiring support and encouragement.
Thank You
Mrinal Gaigaori
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INDEX
Sr. No. Title Page No.
1. Introduction 6
2. Research Methodology 10
3. Company Overview 14
4. Data Analysis 32
5. Findings, Recommendations & Conclusion
59
6. Bibliography 64
7. Questionnaire 65
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Chapter – I
Introduction:
1. Objective of Study
2. Scope of Study
3. Limitation of Study
QUALITY OF WORK LIFE AT ALACRITY SOLUTIONS.
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INTRODUCTION
Quality of work life (QWL) is viewed as an alternative to the control approach of managing
people. This approach motivates people by satisfying not only their economic needs but also
their social and psychological ones. To satisfy the new generation workforce, organizations
need to concentrate on job designs and organization of work.
Quality of work life is the extent to which workers can satisfy important personal needs
through their experiences in the organization. It is focusing strongly on providing a work
environment conducive to satisfy individual needs. It is assumed that if employees have
positive attitudes about the organization their productivity increases, everything else being
equal, the organization is more effective.
Quality of Working Life is a term that had been used to describe the broader job-related
experience an individual has. Whilst there has, for many years, been much research into job
satisfaction and, more recently, an interest has arisen into the broader concepts of stress and
subjective well-being, the precise nature of the relationship between these concepts has still
been little explored. Stress at work is often considered in isolation, wherein it is assessed on
the basis that attention to an individual’s stress management skills or the sources of stress will
prove to provide a good enough basis for effective intervention. Alternatively, job satisfaction
may be assessed, so that action can be taken which will enhance an individual’s performance.
Somewhere in all this, there is often an awareness of the greater context, whereupon the
home-work context is considered, for example, and other factors, such as an individual’s
personal characteristics, and the broader economic or cultural climate, might be seen as
relevant. In this context, subjective well-being is seen as drawing upon both work and non-
work aspects of life.
OBJECTIVE
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At “Alacrity Solutions” I intend to study practically the Quality of Work Life (QWL) in the
organisation. The objectives of my project are as follows:
1. To study how the Quality of Work Life is maintained.
2. To study and analyze the Quality of Work Life (QWL) in the organisation.
3. To study & analyse the effectiveness of the Quality of Work Life (QWL) in the
organisation.
4. To identify and know the area of improvement.
5. To arrive at certain suggestions of the recommendations to enhance the Quality of
Work Life (QWL) in the organisation.
6. To know the organization work culture.
NEED FOR THE STUDY
In current scenario every organisation wants more output in comparison of less input, it can
be possible when working employee find its working place comfortable as per the job
requirement. So its very important for an organisation to make a Quality relationship between
its employees and working environment. Hence there is a need to study quality of work life in
an organisation.
SCOPE FOR FURTHER STUDY
To obtain the data for the project, discussions based on structured questionnaire were
undertaken at all levels of associates.
More policies can be designed for the betterment of the company.
LIMITATION
Due to short of time span only few aspects have been studied.
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Chapter – II
Research Methodology
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RESEARCH METHODOLOGY
“A Research is a careful investigation or inquiry; especially through search for new facts in
any branch of knowledge .It is a systemized effort to gain more knowledge.”
Research methodology is a way to systematically solve the research problem. It may be
understood as a science of studying how research is done scientifically. It is necessary for the
researcher to know not only the research methods or technique but also the methodology.
Researcher always needs to understand the assumption underline various technique and they
need to know the criteria by which they can decide that certain technique and procedures will
be applicable to certain problems and other will not.
The predefined objective can be achieved by following ways:
Research process
Research process consists of a series of action or steps necessary to effectively carry out the
research and the desired sequencing of these steps. The various steps which provided
guidelines to research process pertaining to the project, are as follows:
1. Formulating the research problem
Formulation of research problem involves understanding the problem thoroughly and
rephrasing the same into meaningful terms from an analytical point of view.
The Quality of Work Life plays a vital role in the effective and efficient functioning of any
business firm. The various factors which affect the Quality of Work Life are Motivation, Job
Satisfaction, Work-Life Balance, Health and Safety Measures and other welfare facilities of
the organization. The above mentioned factors contribute to the success of business firm.
This has created the need for studying the Quality of Work life and hence the researcher has
selected the topic for study.
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2. Extensive literature survey
It is necessary for the researcher to conduct an extensive survey connected with the problem.
For these various web sites had been visited for understanding the topic in depth.
3. Development of working hypothesis
Working hypothesis is a tentative assumption made in order to draw out and rest its logical or
empirical consequences.
4. Preparing the research design
The researcher will be required to prepare a research i.e. he will have to state the conceptual
structure within which research would be conducted. The function of research design is to
provide the collection of relevant evidence with minimum expenditure of efforts , time and
money.
5. Determining the sample design
The researcher must decide a way of selecting a sample or what is popularly known as
sample design.
The sample was designed by simple random sampling where each & every item in the
population has an equal chance of inclusion in the sample.
6. Sample Size
The sample comprises of 20 employees all male.
7. Collection of data:
The data was collected primary data.
Primary data: The primary data are those, which are collected a fresh and for the first time
and thus happen to be original in character.
Primary data was collected through interview and questionnaire method. Interview taken was
structured personal interview of all 20 employees.
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Interview was taken on one day where various issues were discussed with each employee
one by one. This was the part where different issues came up and it helped in giving direction
to the research process.
Questionnaire was constructed as tool to obtain common view of employees on various issues
identified during interview session. Questionnaire consist of 16 close ended questions which
were further divided into two parts as follows:
Section I- Personal Data: This section includes questions soliciting the respondent’s details
such as Age, Gender, Marital status, Education, Department and Work experience.
Section II- Scale for measuring the issues: It comprises of various close ended questions
which includes yes no type, scaling and other optional questions.
Duration of the work:
45 days.
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Chapter – IIICompany Profile
COMPANY PROFILE
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The company started on 13th October 2008 as an outsourcing E- commerce company. It is a
subsidiary company of parent company, Gogotech, situated in New York, US. It is currently
one of the fastest growing companies in industry.
Alacrity Solutions is situated at Nagpur in the centre of India. The office is located at
Dharampeth with good ambience at the heart of the city. It is well equipped with good
configuration computers.
E-commerce has become a significant element of consumerism. Millions of companies sell
their products on the Internet, but whether they are successful in bringing in revenue is a
different story.
Alacrity Solutions has served number of fortune international clients to formulate specifically
designed e-commerce solutions. Through conception, design, implementation and marketing,
Alacrity Solutions can fulfil any company’s need.
We are divided amongst several different departments, including Marketing, Design, IT,
Research & Development, Buying & Purchasing and Content Development.
We have major work of uploading new product list to various parent company owned web
sites, which are listed as follows:
1) 101phones.com
2) 101shavers.com
3) Digiframes.com
4) Eoutletmall.com
5) Factoryoutletstore.com
6) GPScentre.com
7) Isave.com
8) Onlinephonestore.com
9) Premiumstore.com
10) Pricebreak.com
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Twenty hardworking employees are employed in different departments. The company is
doing great in the industry and showed continuously improved productivity.
The company is aiming high and looking forward to have around forty employees by the end
of this year. There is constant requirement of smart, hardworking and committed employees
in various departments.
INDUSTRY PROFILE
DEFINATION:
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Electronic Commerce means buying and selling of goods and services across the internet. An
e commerce site can be as simple as a catalog page with a phone no, or it can range all the
way to a real time credit and processing site where customer can purchase downloadable
goods and receive them on the spot.
One of the most popular activities on the Web is shopping. It has much allure in it – you can
shop at your leisure, anytime, and in your pajamas. Literally anyone can have their pages
built to display their specific goods and services.
History of ecommerce dates back to the invention of the very old notion of “sell and buy”,
electricity, cables, computers, modems, and the Internet. Ecommerce became possible in
1991 when the Internet was opened to commercial use. Since that date thousands of
businesses have taken up residence at web sites.
At first, the term ecommerce meant the process of execution of commercial transactions
electronically with the help of the leading technologies such as Electronic Data Interchange
(EDI) and Electronic Funds Transfer (EFT) which gave an opportunity for users to exchange
business information and do electronic transactions. The ability to use these technologies
appeared in the late 1970s and allowed business companies and organizations to send
commercial documentation electronically.
Although the Internet began to advance in popularity among the general public in 1994, it
took approximately four years to develop the security protocols (for example, HTTP) and
DSL which allowed rapid access and a persistent connection to the Internet. In 2000 a great
number of business companies in the United States and Western Europe represented their
services in the World Wide Web. At this time the meaning of the word ecommerce was
changed. People began to define the term ecommerce as the process of purchasing of
available goods and services over the Internet using secure connections and electronic
payment services. Although the dot-com collapse in 2000 led to unfortunate results and many
of ecommerce companies disappeared, the “brick and mortar” retailers recognized the
advantages of electronic commerce and began to add such capabilities to their web sites
(e.g., after the online grocery store Web yam came to ruin, two supermarket chains,
Albertsons and Safeway, began to use ecommerce to enable their customers to buy groceries
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online). By the end of 2001, the largest form of ecommerce, Business-to-Business (B2B)
model, had around $700 billion in transactions.
Ecommerce has a great deal of advantages over “brick and mortar” stores and mail order cat
logs. Consumers can easily search through a large database of products and services. They
can see actual prices, build an order over several days and email it as a “wish list” hoping that
someone will pay for their selected goods. Customers can compare prices with a click of the
mouse and buy the selected product at best prices.
Online vendors, in their turn, also get distinct advantages. The web and its search engines
provide a way to be found by customers without expensive advertising campaign. Even small
online shops can reach global markets. Web technology also allows to track customer
preferences and to deliver individually-tailored marketing.
History of ecommerce is unthinkable without Amazon and Ebay which were among the first
Internet companies to allow electronic transactions. Thanks to their founders we now have a
handsome ecommerce sector and enjoy the buying and selling advantages of the Internet.
Currently there are 5 largest and most famous worldwide Internet retailers: Amazon, Dell,
Staples, Office Depot and Hewlett Packard. According to statistics, the most popular
categories of products sold in the World Wide Web are music, books, computers, office
supplies and other consumer electronics.
Amazon.com, Inc. is one of the most famous ecommerce companies and is located in Seattle,
Washington (USA). It was founded in 1994 by Jeff Bezos and was one of the first American
ecommerce companies to sell products over the Internet. After the dot-com collapse Amazon
lost its position as a successful business model, however, in 2003 the company made its first
annual profit which was the first step to the further development.
At the outset Amazon.com was considered as an online bookstore, but in time it extended a
variety of goods by adding electronics, software, DVDs, video games, music CDs, MP3s,
apparel, footwear, health products, etc. The original name of the company was Cadabra.com,
but shortly after it become popular in the Internet Bezos decided to rename his business
“Amazon” after the world’s most voluminous river. In 1999 Jeff Bezos was entitled as the
Person of the Year by Time Magazine in recognition of the company’s success. Although the
company’s main headquarters is located in the USA, WA, Amazon has set up separate
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websites in other economically developed countries such as the United Kingdom, Canada,
France, Germany, Japan, and China. The company supports and operates retail web sites for
many famous businesses, including Marks & Spencer, Lacoste, the NBA, Bebe Stores,
Target, etc.
Amazon is one of the first ecommerce businesses to establish an affiliate marketing program,
and nowadays the company gets about 40% of its sales from affiliates and third party sellers
who list and sell goods on the web site. In 2008 Amazon penetrated into the cinema and is
currently sponsoring the film “The Stolen Child” with 20th Century Fox.
According to the research conducted in 2008, the domain Amazon.com attracted about 615
million customers every year. The most popular feature of the web site is the review system,
i.e. the ability for visitors to submit their reviews and rate any product on a rating scale from
one to five stars. Amazon.com is also well-known for its clear and user-friendly advanced
search facility which enables visitors to search for keywords in the full text of many books in
the database.
One more company which has contributed much to the process of ecommerce development is
Dell Inc., an American company located in Texas, which stands third in computer sales
within the industry behind Hewlett-Packard and Acer.
Launched in 1994 as a static page, Dell.com has made rapid strides, and by the end of 1997
was the first company to record a million dollars in online sales. The company’s unique
strategy of selling goods over the World Wide Web with no retail outlets and no middlemen
has been admired by a lot of customers and imitated by a great number of ecommerce
businesses. The key factor of Dell’s success is that Dell.com enables customers to choose and
to control, i.e. visitors can browse the site and assemble PCs piece by piece choosing each
single component based on their budget and requirements. According to statistics,
approximately half of the company’s profit comes from the web site.
In 2007, Fortune magazine ranked Dell as the 34th-largest company in the Fortune 500 list
and 8th on its annual Top 20 list of the most successful and admired companies in the USA in
recognition of the company’s business model.
Some of the recent interesting market developments in India have been:
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E-Commerce activities within India has exceeded USD 125M during FY2004-05
The number of credit cards in India has shot up from 6.5mn in 2002 to 9mn in 2003
and expected to reach 35mn by Y2010
Online shoppers like ‘Home delivery’ about online shopping, and ‘Time saving’, also
‘24x7’ thing, they also like the ‘Ease of use’ and product comparison features
It has been observed that most of the Online Shoppers start their e-Shopping journey
with buying Air/ Railway Tickets. This is primarily because the service provided in
case of Travel, especially Ticketing is undifferentiated with the place of buying the
tickets. The buyer is ensured that he would get the same service as his co-passenger
who has bought his tickets from the physical counters.
Out of the 13.2 million internet users across 26 cities in India in Y2006, 14.2% use
the Internet to buy travel tickets; 5.5% people do online shopping especially products
like Books, Flowers, Gifts etc. and 5% people deal in stocks and shares through the
internet.
IRCTC which is a railway ticket booking website issues out 196,000 tickets
generating $6.3MN of revenue every month.
Size of Online classifieds industry stands at Rs. 820 crores (Online Matrimony
Segment = 140, Online Jobs Segment = 600, other segments: property, automobile,
etc = 80 crores).
Size of Digital Download Industry is Rs. 255 crores (50% jump from last year)
Major reasons for growth of E-commerce in India
Drivers
The Indian economy have seen a consistent growth of 7-8% per annum in recent
years, which has resulted into:
Growing middle class incomes
Consumer spending increased in leisure items and services like entertainment,
vacation etc.
Indian consumers tend to spend 10.4% on vacation related activities
Growing army of credit card holders and internet users are opting to book air tickets
online
Discounts and freebies by online ticket booking sites
E-Commerce is benefiting by a pull from customers and push from investors
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Insistence by large businesses that all their clients/vendors link to e-commerce
Defensive reaction to competitors -Herd mentality followed by the companies
Reduction in transaction cost and better product quality –There is an overall maturity
in the delivery cycle (payment sites, fraud detection and delivery) which has further
enhanced the growth.
Triggers
· Saves time and efforts
· Convenience of shopping at home
· Wide variety / range of products are available
· Good discounts / lower prices
· Get detailed information of the product
· You can compare various models / brands
Future
o E-Commerce in India shall see a lot of action in the Employment, Travel,
Matrimonial and e-learning arena
o Online Travel Booking shall be the killer e-commerce application in India
closely followed by online retailing websites
o E-governance and finance services along with insurance and health services
will be the next big thing in e-commerce.
REVIEW OF LITRETURE
DEFINITION:
QWL can be define as-
1) "The quality of relationship between employees and the total working environment.”
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2) “The degree to which members of a work organization are able to satisfy important
personnel needs through their experience in the organization”. by J Richard and J Loy
3) Richard E Walton, states a much broader concept of QWL proposing eight conceptual
categories viz. adequate and fair compensation, safe and healthy working conditions,
opportunity to use and develop human capacities, future opportunity for continued growth
and security, social integration in the work place, social relevance of work, balanced role of
work in the total life space and Constitutionalism in the Work Organization.
Though the concept of ‘Quality of Work Life’ appeared in print only in 1970 in USA, the
concept was being given potential imprudence right from 1950’s. It invokes a sympathetic
response among many as such it continues to be vague, though researchers tried to define it
Quality of Work Life represents the overall satisfaction derived by the people from their
work. The practices used in different Quality of Work Life programs vary widely from
organization to organization. The concern for human value in today’s society increases with
awareness, that all individual devote the greatest part of their life work for the society. It has
begun the realization that HUMAN RESOURCES will represent the remaining plentiful
natural resources. Both the individuals and the society can clearly benefit from proper
utilization of the human resources. Finally, the most important fact is that production,
industrial growth, technology advances are not clearly ends in themselves but simply a means
to an end (i.e.) the improvement of Quality of Work Life.
Successful organizations support and provide facilities to their people to help them to balance
the scales. In this process, organizations are coming up with new and innovative ideas to
improve the quality of work and quality of work life of every individual in the organization.
Various programs like flex time, alternative work schedules, compressed work weeks,
telecommuting etc., are being adopted by these organizations.
Technological advances further help organizations to implement these programs successfully.
Organizations are enjoying the fruits of implementing QWL programs in the form of
increased productivity, and an efficient, satisfied, and committed workforce which aims to
achieve organizational objectives.
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NEED FOR BETTER QUALITY OF WORK LIFE:
Job specialization and simplification were popular in the early part of this century. Employees
were assigned narrow jobs and supported by a rigid hierarchy in the expectation that
efficiency would improve. The idea was to lower cost by using unskilled workers who could
be easily trained to do a small, repetitive part of each job.
Many difficulties developed from that classical job design, however. There was excessive
division of labour. Workers became socially isolated from their co-workers because their
highly specialized jobs weakened their community of interest in the whole product. De-
skilled workers lost pride in their work and became bored with their jobs.
Higher-order (social and growth) needs were left unsatisfied. The result was higher turnover
and absenteeism, declines in quality and alienated workers. Conflict often arose as workers
The modern interest in quality of work life was sought to improve their conditions and
organizations failed to respond appropriately. The real cause was that in many instances the
job itself simply was not satisfying.
A factor contributing to the need for better QWL was that the workers themselves were
changing. They became educated, more affluent (partly because of the effectiveness of
classical job design), and more independent. They began reaching for higher-order needs,
something more than merely earning their bread. Employers now had two reasons for re-
designing jobs and organizations for a better QWL:
Classical design originally gave inadequate attention to human needs.
The needs and aspirations of workers themselves were changing.
One option was to re-design jobs to have the attributes desired by people, and re-design
organizations to have the environment desired by the people. This approach seeks to improve
QWL. There is a need to give workers more of a challenge, more of a whole task, more
opportunity to use their ideas. Close attention to QWL provides a more humanized work
environment. It attempts to serve the higher-order needs of workers as well as their more
basic needs. It seeks to employ the higher skills of workers and to provide an environment
that encourages them to improve their skills. The idea is that human resources should be
developed and not simply used. Further, the work should not have excessively negative
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conditions. It should not put workers under undue stress. It should not damage or degrade
their humanness. It should not be threatening or unduly dangerous. Finally, it should
contribute to, or at least leave unimpaired, workers’ abilities to perform in other life roles,
such as citizen, spouse and parent. That is, work should contribute to general social
advancement.
stimulated through efforts to change the scope of people’s jobs in attempting to motivate
them. Job scope has two dimensions – breadth and depth. Job breadth is the number of
different tasks an individual is directly responsible for. It ranges from very narrow (one task
performed repetitively) to wide (several tasks). Employees with narrow job breadth were
sometimes given a wider variety of duties in order to reduce their monotony; this process is
called job enlargement. In order to perform these additional duties, employees spend less
time on each duty. Another approach to changing job breadth is job rotation, which involves
periodic assignment of an employee to completely different sets of job activities. Job rotation
is an effective way to develop multiple skills in employees, which benefits the organization
while creating greater job interest and career options for the employee.
Job enrichment takes a different approach by adding additional motivators to a job to make
it more rewarding. It was developed by Frederick Herzberg on the basis of his studies
indicating that the most effective way to motivate workers was by focusing on higher-order
needs. Job enrichment seeks to add depth to a job by giving workers more control,
responsibility and discretion over how their job is performed.
Its general result is a role enrichment that encourages growth and self-actualization. The job
is built in such a way that intrinsic motivation is encouraged. Because motivation is
increased, performance should improve, thus providing both a more humanized and a more
productive job. Negative effects also tend to be reduced, such as turnover, absences,
grievances and idle time. In this manner both the worker and society benefit. The worker
performs better, experiences greater job satisfaction and becomes more self-actualized, thus
being able to participate in all life roles more effectively. Society benefits from the more
effectively functioning person as well as from better job performance.
THE HUMAN RESOURCE DEPARTMENT’S ROLE:
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The role of human resource department in QWL efforts varies widely. In some organizations,
top management appoints an executive to ensure that QWL and productivity efforts occur
throughout the organization. In most cases, these executives have a small staff and must rely
on the human resource department for help with employee training, communications, attitude
survey feedback, and similar assistance. In other organizations, the department is responsible
for initiating and directing the firm’s QWL and productivity efforts.
Perhaps the most crucial role of the department is winning the support of key managers.
Management support – particularly top management support appears to be an almost
universal prerequisite for successful QWL programs. By substantiating employee satisfaction
and bottom-line benefits, which range from lower absenteeism and turnover to higher
productivity and fewer accidents, the department can help convince doubting managers The
policies and practices of the department also influence motivation and satisfaction indirectly.
Rigorous enforced safety and health programs, for example, can give employees and
supervisors a greater sense of safety from accidents and industrial health hazards.
Likewise, compensation policies may motivate and satisfy employees through incentive
plans, or they may harm motivation and satisfaction through insufficient raises or outright
salary freezes. The motivation and satisfaction of employees act as feedback on the
organization’s QWL and on the department’s day-to-day activities.
FACTORS AFFECTING QWL:
QWL programme can be evaluated on the basis of following points:
A) FAIR COMPENSATION AND JOB SECURITY:
The economic interests of people drive them to work at a job and employee satisfaction
depends at least partially, on the compensation offered. Pay should be fixed on the basis of
the work done, responsibilities undertaken, individual skills, performance and
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accomplishments. The appropriate salary should be agreed upon by the employee and the
employer. The Government of the Republic establishes each year the rate of minimum salary;
the employer should not pay less than that to the employee. Job security is another factor that
is of concern to employees. Permanent employment provides security to the employees and
improves their QWL.
JOB SATISFACTION:
Job satisfaction is the favourableness or unfavourableness with which employees view their
work. As with motivation, it is affected by the environment. Job satisfaction is impacted by
job design. Jobs that are rich in positive behavioural elements – such as autonomy, variety,
task identity, task significance and feedback contribute to employee’s satisfaction. Likewise,
orientation is important because the employee’s acceptance by the work group contributes to
satisfaction. In sort, each element of the environmental system, can add to, or detract from,
job satisfaction.
B) HEALTH IS WEALTH:
Organizations should realize that their true wealth lies in their employees and so providing a
healthy work environment for employees should be their primary objective. Safety measures
should be taken in the organization while working. The safe work environment provides the
basis for the person to enjoy working. The work should not pose a health hazard for the
person. The employees’ should be aware of the risks and rights of the organization.
C) PROVIDE PERSONAL AND CAREER GROWTH OPPORTUNITIES:
An organization should provide employees with opportunities for personal/professional
development and growth and to prepare them to accept responsibilities at higher levels.
D) PARTICIPATIVE MANAGEMENT STYLE AND RECOGNITION:
Flat organizational structures help organizations facilitate employee participation. A
participative management style improves the quality of work life. Workers feel that they have
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control over their work processes and they also offer innovative ideas to improve them.
Recognition also helps to motivate employees to perform better. Recognition can be in the
form of rewarding employees for jobs well done.
REWARDS SATISFACTION AND PERFORMANCE:
A basic issue is whether satisfaction leads to better performance, or whether better
performance leads to satisfaction. Which comes first? The reason for this apparent
uncertainty about the relationship between performance and satisfaction is that rewards
intervene as shown in the figure below.
MOTIVATION:
Motivation is a complex subject. It involves the unique feelings, thoughts and past
experiences of each of us as we share a variety of relationships within and outside
organizations. To expect a single motivational approach work in every situation is probably
unrealistic. In fact, even theorists and researches take different points of view about
motivation. Nevertheless, motivation can be defined as a person’s drive to take an action
because that person wants to do so. People act because they feel that they have to. However,
if they are motivated they make the positive choice to act for a purpose – because, for
example, it may satisfy some of their needs.
E) WORK LIFE BALANCE:
The Work – Life balance must be maintained effectively to ensure that all employees are
running at their peak potential and free from stress and strain. Organizations should provide
relaxation time for the employees and offer tips to balance their personal and professional
lives. They should not strain employees’ personal and social life by forcing on them
demanding working hours, overtime work, business travel, untimely transfers etc. The
standard limits on overtime, time of vacation and taking of free days before national holidays
have been separately stipulated. The differences regarding the working time have been
established for the persons less than 18 years of age, pregnant women, breast-feeding mothers
and the person raising the disable child.
This is growing trend adopted by today’s organizations to make their offices a fun place to
work.
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MEASURES TO IMPROVE QWL:
A) QWL THROUGH EMPLOYEE INVOLVEMENT (EI):
One of the most common methods used to create QWL is employee involvement. Employee
involvement (EI) consists of a variety of systematic methods that empower employees to
participate in the decisions that affect them and their relationship with the organization.
Through (EI), employees feel a sense of responsibility, even “ownership” of decisions in
which they participate. To be successful, however, EI must be more than just a systematic
approach; it must become part of the organization’s culture by being part of management’s
philosophy. Some companies have had this philosophy ingrained in their corporate structure
for decades; Hewlett-Packard, IBM, General Motors, Ford, etc.
B) QUALITY CIRCLES:
Quality circles are small groups of employees who meet regularly with their common leader
to identify and solve work-related problems. They are a highly specific form of team
building, which are common in Japan and gained popularity in North America in the late
1970s and early 1980s. By the 1980s most medium- and large-sized Japanese firms had
quality control circles for hourly employees. This effort began as a quality improvement
program but has since become a routine procedure for many Japanese managers and a
cornerstone of QWL efforts in many Japanese firms.
Several characteristics make this approach unique. First, membership in the circle is
voluntary for both the leader (usually the supervisor) and the members (usually hourly
workers). Secondly, the creation of quality circles is usually preceded by in-house training.
For supervisors these sessions typically last for two or three days. Most of the time is devoted
to discussions of small-group dynamics, leadership skills, and indoctrination in the QWL and
quality circle philosophies. About a day is spent on the different approaches to problem-
solving techniques. The workers also receive an explanation of the supervisor’s role as the
group’s discussion leader and information on the quality circle concept. Thirdly, as is pointed
out in the training, the group is permitted to select the problems it wants to tackle.
Management may suggest problems of concern, but the group is empowered to decide which
ones to select. Ideally, the selection process is not by democratic vote but is arrived at by
consensus, whereby everyone agrees on the problem to be tackled.
28
(If management has been pressing problems that need to be solved, these problems can be
handled in the same way that they were resolved before the introduction of quality circles).
When employees are allowed to select the problems they want to work on, they are likely to
be more motivated to find solutions. And they are also more likely to be motivated to stay on
as members of the circle and solve additional problems in the future.
D) SOCIO-TECHNICAL SYSTEMS:
Another intervention to improve QWL is the use of socio-technical systems. Socio-technical
systems are interventions in the work situation that restructure the work, the work groups, and
the relationship between workers and the technologies they use to do their jobs. More than
just enlarging or enriching a job, these approaches may result in more radical changes in the
work environment.
E)AUTONOMOUS WORK GROUP:
A more common, still rare, approach to employee involvement is the use of autonomous
work groups. These are teams of workers, without a formal company-appointed leader, who
decide among themselves most decisions traditionally handled by supervisors. The key
feature of these groups is a high degree of self-determination by employees in the
management of their day-to-day work. Typically this includes collective control over the pace
of work, distribution of tasks, organization of breaks, and collective participation in the
recruitment and training of new members. Direct supervision is often necessary.
QWL is more likely to improve as workers demand jobs with more behavioural elements.
These demands will probably emerge from an increasingly diverse and educated work force
that expects more challenges and more autonomy in its jobs – such as worker participation in
decisions traditionally reserved for management.
TOP TEN TIPS TO IMPROVE QUALITY OF WORK LIFE ( By Judy Worrell &
Brian Ward)
The following ten tips are designed to get one thinking. They apply as much to the CEO as
they do to the front line worker:
1) Having a personal vision - of who you want to be and what you want to do - keep in mind
that if you do not have one for yourself, you will likely become part of someone else's vision!
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2) Test out one’s own personal vision - with that of your organization's - in how many ways
do they support each other? Ask questions to better understand your organization's mission,
vision, and values.
3) Learn, and keep on learning - go training sessions and in-services, enrol in college
courses, read books. Know why, not just how.
4) Buddy-up - find ways to share the load with other team members. Sharing the load makes
work easier to manage and less stressful.
5) Share your successes – this allows you to learn from the successes of others, as well as
giving you a boost when you need.
6) Get it off your chest – talk things over with your buddy, friend, supervisor when things
trouble you, don’t keep it bottled up inside.
7) Find joy in being of service to others – think about how the person you are serving is
better off as a result of your work, rejoice n that knowledge.
8) Take time for breaks – pay particular attention to the need to refresh body, mind and
spirit.
9) Try out new ideas – to innovate is to grow. By using your creativity and innovation life
becomes exciting and fulfilling.
10) Have fun at work – laughter is the best medicine, but use only appropriate humour.
Damaging someone else’s self esteem for the fun of it is no laughing matter.
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Chapter – IVData Analysis and Interpretation
DATA ANALYSIS & INTERPRETATION
Data presentation and Analysis are the central steps in the research process. The goal of
analysis is to summaries the collected data in such a way that they provide answer to
questions that triggered while research.
Hence, questionnaire was analysed separately and interpretation was done to bring meaning
and implication of the study.
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On the basis of personal information:
1. Distribution of employees as per departments:
Table 1 –
Department No. of employeesManagement 1
32
Marketing 1Content 6Buying 5Ebay 3Graphic designer 2CCE 2
5%5%
30%
25%
15%
10% 10%
Employees
ManagementMarketingContentBuyingEbayGraphic DesignerCCE
Analysis: 30% of employees are working in content department, 25% in buying, 15% in Ebay, 10% in graphic designer, 10% in customer care executive and 5% each in management and marketing.
2. Distribution of employees as per age:
Table 2-
Age group No. of employees20-24 yrs 14
33
25-29 yrs 530-34 yrs 1
70%
25%
5%
Employees
20-24 yrs
25-29 yrs
30-34 yrs
Analysis: 75% of the employees are under the age group 20-24, 25% are under 25-29 and 5% in 30-34 age group.
3. Distribution as per qualification:
Table 3:
Educational qualification No. of employeesPGDBM 1B.E. 10
34
BFA Graduate 2BCOM 1BCA 2BBA 2MCM 1B.Sc 1
5%
50%
10%
5%
10%
10%
5%5%
Employees
PGDBMB.E.BFABCOMBCABBAMCMB.Sc
Analysis: 50% of the employees are engineers, 10% each are BFA, BBA and BCA, 5% each are PGDBM, BSc, MCM and BCom.
4. Distribution of employees on the basis of experience:
Table 4 :
Data No. of employees
35
Experienced 11Fresher 9
55%
45%
Employees
ExeperiencedFresher
Analysis: 55% of the employees are experienced and 45% are freshers.
On the basis of responses on the questionnaire:
1. How long you have been working for Alacrity solutions?
Table -1:
Less than 6 months 50%
36
More than 6 less than 8 months 10%Less than 1 year 15%More than 1 year 25%
less than 6 months
more than 6 less than 8 months
less than 1 year
more than 1 year
0% 5% 10% 15% 20% 25% 30% 35% 40% 45% 50%
Percentage
Percentage
Analysis: 50% of the employees are newly recruited.
2. How motivating is the work environment?
Table -2:
37
Extremely motivating 15%Fairly motivating 65%Neither motivating nor demotivating 20%
extremely motivting fairly motivating neither0%
10%
20%
30%
40%
50%
60%
70%
Percentage
Percentage
Analysis: 65% of the employees feel the work environment is fairly motivating 20% feel its neither motivating nor demotivating and 15% feel that its extremely motivating.
3. I am satisfied with the work conditions provided at Alacrity solutions.
Table -3:
38
Strongly agree 20%Agree 65%Disagree 10%Strongly disagree 5%
strongly agree agree disagree strongly disagree0%
10%
20%
30%
40%
50%
60%
70%
Percentage
Percentage
Analysis: 65% of the employees agree with the work conditions provided at Alacrity solutions.
4. Are you satisfied with the leave policy provided to you?
Table -4:
Yes 40%No 60%
39
yes no0%
10%
20%
30%
40%
50%
60%
Percentage
Percentage
Analysis: 60% of the employees are not satisfied with the leave policy while rest of them are satisfied.
5. Are the other departments co-operative?
Table -5:
Yes 100%No 0%
40
yes
no
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Percentage
Percentage
Analysis: All departments are very co-operative.
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6. There is harmonious relationship with your colleagues.
Table -6:
Strongly agree 30%Agree 70%Disagree 0%Strongly disagree 0%
strongly agree
agree
0% 10% 20% 30% 40% 50% 60% 70%
Percentage
Percentage
Analysis: 70% of the employees agree that there is harmonious relationship with there colleagues while 30% of them do not agree.
42
7. Do you feel comfortable and satisfied with your job?
Table -7:
Satisfied 60%Neutral 35%Dissatisfied 5%
60%
35%
5%
Percentage
satisfiedneutraldissatisfied
Analysis: 60% of the employees are comfortable and satisfied with their job 35% are neutral and 5% are dissatisfied.
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8. Are the seniors co-operative?
Table -8:
Yes 100%No 0%
Yes
No
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Percentage
Percentage
Analysis: Seniors are very co-operative.
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9. Do you feel free to give suggestions or comments?
Table -9:
Yes 95%No 5%
95%
5%
Percentage
YesNo
Analysis: 95% of the employees feel free to give suggestions or comments.
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10. My organisation pays salary by considering responsibilities at work.
Table -10:
Strongly agree 20%Agree 65%Disagree 10%Strongly disagree 5%
strongly agree agree disagree strongly disagree0%
10%
20%
30%
40%
50%
60%
70%
Percentage
Percentage
Analysis: 65% of the employees are paid considering their responsibilities at work.
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11. Does your job provide you opportunity for growth (self development)?
Table -11:
Yes 70%No 30%
Yes
No
0% 10% 20% 30% 40% 50% 60% 70% 80%
Percentage
Percentage
Analysis: 70% of the employees feels their job provide opportunity for self development.
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12. Do you get regular feedback on your performance?
Table -12:
Always 25%Often but not always 40%Only when required 35%Never 0%
always
often but not always
only when required
0% 5% 10% 15% 20% 25% 30% 35% 40%
Percentage
Percentage
Analysis: 40% of the employees says they get feedback often but not always.
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13. How do you rate the training provided to you?
Table -13:
1 20%2 0%3 35%4 30%5 25%
1
3
4
5
0% 5% 10% 15% 20% 25% 30% 35%
Percentage
Percentage
Analysis: 35% of the employees rated 3 out of 5 for the training provided.
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14. Rate the following.
a. Seating arrangement
Table-1:
1 20%2 5%3 35%4 30%5 10%
1 2 3 4 50%
5%
10%
15%
20%
25%
30%
35%
Percentage
Percentage
Analysis: 35% of the employees have rated 3 out of 5 for the seating arrangement.
50
b. Computer configuration.
Table -2:
1 0%2 0%3 20%4 30%5 50%
3 4 50%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
Percentage
Percentage
Analysis: 50% of the employees rated 5 out of 5 for the computer configuration.
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c. Ventilation.
Table -3:
1 45%2 10%3 20%4 15%5 10%
45%
10%
20%
15%
10%
Percentage
12345
Analysis: 45% of the employees have rated 1 out of 5 for the ventilation, A/C.
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d. Lights
Table -4:
1 0%2 10%3 0%4 60%5 25%
24
5
0%
10%
20%
30%
40%
50%
60%
Percentage
Percentage
Analysis: 60% of the employees have rated 4 out of 5 for the lights.
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e. First aid/ fire extinguisher
Table -5:
1 70%2 20%3 0%4 0%5 10%
1
2
5
0% 10% 20% 30% 40% 50% 60% 70%
Percentage
Percentage
Analysis: 70% of the employees have rated 1 out for 5 for the first aid/ fire extinguisher.
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15. Rate the following.
a. Water facility
Table -1:
1 10%2 20%3 20%4 20%5 30%
1
2
3
4
5
0% 5% 10% 15% 20% 25% 30%
Percentage
Percentage
Analysis: 30% of the employees have rated 5 out of 5 for the water facility provided.
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b. Tea/ coffee (refreshment)
Table -2:
1 15%2 0%3 40%4 15%5 30%
1
3
4
5
0% 5% 10% 15% 20% 25% 30% 35% 40%
Percentage
Percentage
Analysis: 40% of the employees have rated 3 out of 5 for the refreshment facility provided.
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Chapter – V
Findings,
Suggestions and Recommendation
Conclusion.
FINDINGS
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General Observation:
1. Most of the employees are satisfied with the timings.
2. The work condition provided is very harmonious and casual.
3. All male employees were working, recently a female employee has been employed to the organisation.
4. Induction is not carried out with the new employees.
5. Employee files are maintained.
6. Records of employees are also been maintained.
7. All departments are co-operative with each other.
From Personal Interview form:
1. All most all employees are technicians.
2. Young and dynamic employees are working.
3. Company promotes fresher. (this is the first job for most of the employees).
4. Many employees feel that the work given is simple and monotonous.
From Questionnaire:
1. 50% of the employees are recently recruited.
2. 65% of the employees feel work environment is fairly motivating.
3. 60% employees are not satisfied with the leave policy provided.
4. Departments are co-operative to each other.
5. 60% of the employees feel comfortable and satisfied with the job, 35% says
neutral and 5% are dissatisfied with the job.
6. Fringe benefits are not provided.
7. 70% of the employees feel their job gives opportunity for self growth.
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8. Training provided is satisfactory. 35% of the employees have rated 3 out of 5.
9. 95% of the employees feel free to give suggestions.
10. 65% of the employees feel the salary provided is satisfactory, considering
their responsibility at work.
11. Employees don’t get regular feedback on the work done.40% of the employees
feel feedback is given often but not always.
12. All the employees are willing to take additional responsibility.
13. The employees need recreational facilities for refreshment from daily work.
14. Safety measures are missing in the organisation.
15. Drinking water provided is good.
16. Employees are not satisfied with the ventilation, A/C.
17. Lightning is good in the office.
18. Sitting arrangement is satisfactory.
19. Some snacks should be provided as refreshment with tea/ coffee.
20. Employees are well satisfied with the computer configuration.
SUGGESTIONS AND RECOMMENDATIONS
59
1.Fringe benefits should be provided.
2. Leave policy should be recreated, a well defined policy should be introduced.
3. Induction should be carried out with the new employees so that they feel belongingness to
the organisation.
4. Employee booklet can be made which will have clear description of various policies, rules,
regulation and company’s information.
5. Awards and performance appraisal of the employees should be done which will increase
competition within the employees which in turn will enhance the performance and improve
productivity.
6. Feedback should be provided to the employees to reduce the errors and improve the
performance.
7. Flexitime can be practised in the organisation to balance the work life.
8. Recreational facilities should be provided like few computer games, TV, carom, table
tennis, team building games can be arranged once a week or during the short breaks. Playing
room can be provided in future.
9. Proper first aid should be provided and fire extinguisher should also be provided for safety
measures.
10. Performance review should be done to encourage employees to work with greater
efficiency.
11. Power back up or better inverters should be provided.
CONCLUSION
60
1. Though the company has good working environment, there is a scope of
improvement. There is good relationship among subordinates and with their seniors.
2. There is still need of employer branding.
3. Proper policies have to be formulated to avoid confusion among employees.
4. Employees can be retained by providing favourable and healthy work environment.
5. Employees are dedicated.
6. Employee productivity can be improved by motivating employee that the company is
their own and they are the beginner who can reach the company to the peak of the
success.
APPENDIX61
Questionnaire for Alacrity Solutions
Department:
Years of experience:
( Note: 5 indicates best and 1 indicates worst.)
Please tick the right answers:
1. How long you have been working for Alacrity solutions?
a. less than 6 months b. more than 6 less than 8 months
c. less than 1 year d. more than 1 year
2. How motivating is the work environment?
a. Extremely motivating b. fairly motivating
c. neither motivating nor demotivating
3. I am satisfied with the work conditions provided at Alacrity solutions.
a. strongly agree b. agree
c. disagree d. strongly disagree
4. Are you satisfied with the leave policy provided to you?
a. yes
b. no
5. Are the other departments co-operative?
a. yes b. no
6. There is a harmonious relationship with your colleagues.
a. strongly agree b. agree
c. disagree d.strongly disagree
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7. Do you feel comfortable and satisfied with your job?
a. satisfied b. neutral
c. dissatisfied
8. Fringe benefits provided to you.
a. insurance b. retirement benefits
c. health check up d. all of the above
9. Are the seniors co-operative?
a. yes b. no
10. Do you feel free to give suggestions or comments?
a. yes b. no
11. My organisation pays salary by considering responsibilities at work.
a. strongly agree b. agree
c. disagree d. strongly disagree
12. Does your job provide you opportunity for growth (self development)?
a. yes b. no
13. Do you get regular feedback on your performance?
a. always b. often but not always
c. only when required d. never
14. How do you rate the training program provided to you?
5 4 3 2 1
15. Please comment on the following infrastructure.
a. seating arrangement 5 4 3 2 1
b. computer configuration 5 4 3 2 1
c. ventilation, A/C 5 4 3 2 1
d. lights 5 4 3 2 1
e. first aid/ fire extinguisher 5 4 3 2 1
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16. Rate the following:
a. water facility 5 4 3 2 1
b. Tea/ Coffee (Refreshment) 5 4 3 2 1
Thank You For Your Co-operation
64
BIBLIOGRAPHY
BOOKS:
1) Gary Dessler
2) Ashwathappa
3) Research Methodology – 2 edition 2002 C.R.Kothari
Websites:
1) www. ecommerce -land.com
2) www.hrhub.com
3) gogotech.com
4) e-HRresources.com
5) citeHr.com
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