Employee Satisfaction in Bharti Airtel Limited (B (It)

PUNJAB TECHNICAL UNIVERSITY,
JALANDHAR
A PROJECT REPORT
ON
SATISFACTION OF EMPLOYEES
IN
INDIAN COMPANIES
[W.R.T. BHARTI AIRTEL LIMITED]
SUBMITTED BY
AMITA
ROLL NO. 11208640032
MBA [2011-2013]
PTU
Learning Center
CIMT, BULANDSHAHR, UTAR PRADESH
CODE: 864
ACKNOWLEDGEMENT
The success of any program depends on many individuals. It is a pleasure to
acknowledge the contribution of such individuals.
I am thankful to my faculty guides, CIMT, Bulandshahr, Uttar Pradesh.
I am also thankful to the respondents of the study who had been very
cooperative towards me as well as various other friends and colleagues with
deep regards.
AMITA
TABLE OF CONTENT
. INTRODUCTION TO THE TOPIC
LITERATURE REVIEW
METHODS OF COLLECTING JOB ANALYSIS INFORMATION
PURPOSE OF REPORT
RESEARCH METHODOLOGY
COMPANY PROFILE
AN OVERVIEW OF AIRTEL
COMPANY HISTORY
ORGANIZATIONAL STRUCTURE
VISION
MISSION
BOARD OF DIRECTORS
REPORT ON CORPORATE GOVERNANCE
ANALYSIS AND INTERPRETATION
LIMITATIONS
RECOMMENDATIONS
CONCLUSION
FINDINGS
IMPLICATIONS FOR FUTURE RESEARCH
STRATEGIES
ANNEXURE 1
EMPLOYEE SATISFACTION QUESTIONNAIRE
ANNEXURE 2
EMPLOYEE SATISFACTION SURVEY
ANNEXURE 3
DATA SOURCES
BIBLIOGRAPHY
CHAPTER 1
INTRODUCTION
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 nonwork 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.
The following are the variables which contribute to Employee satisfaction:
1.Overall Individual satisfaction: Employees be should satisfied with the
organisation as a great place to work.
2. Work Environment: Employees have to feel satisfied with the environment
within which they work for it would result in high productivity.
3.Communication Methods:When administrative policies and all important
announcements are communicated to the emplyees,it boosts thier morale.
5
The methods chosen for communication also play an integral role. SOme of
the methods that could be used are intranet,monthly newsletters,weekly
meetings etc...
4. Compensation and benefits: This is the most important variable for
employee satisfaction.Employees should be provided with competitive salary
packages and they should be satisfied with it when comparing their pay
packets with those of the outsiders who are working in the same industry.
The study of "Employee satisfaction" helps the company to maintain a
standards & increase productivity by motivating the employees. this study tells
us how much the employees are capable & their interest at wok place? what
are the things still to be satisfy to the employees. although "human resource"
are the most important resources for any organization, so to study on
employees satisfaction helps to know the working conditions & what are the
things that affects them not to work properly. always majority of done by the
machines/equipments but without any manual moments nothing can be done.
so to study on employee satisfaction is necessary.
Employee satisfaction is the terminology used to describe whether employees

are happy and contented and fulfilling their desires and needs at work. Many
measures purport that employee satisfaction is a factor in employee
motivation, employee goal achievement, and positive employee morale in the
workplace.
Employee satisfaction, while generally a positive in your organization, can
also be a downer if mediocre employees stay because they are satisfied with
your work environment.
Factors contributing to employee satisfaction include treating employees with
respect, providing regular employee recognition, empowering employees,
offering above industry-average benefits and compensation, providing
employee perks and company activities, and positive management within a
success framework of goals, measurements, and expectations.
Employee satisfaction is often measured by anonymous employee

satisfaction surveys administered periodically that gauge employee
satisfaction in areas such as:
management,
understanding of mission and vision,
empowerment,
teamwork,
communication, and
coworker interaction.
The facets of employee satisfaction measured vary from company to

company.
A second method used to measure employee satisfaction is meeting with
small groups of employees and asking the same questions verbally.
Depending on the culture of the company, either method can contribute
knowledge about employee satisfaction to managers and employees.
Exit interviews are another way to assess employee satisfaction in that
satisfied employees rarely leave companies.
Employee Satisfaction is a prerequisite for the customer satisfaction.
Enhanced employee satisfaction leads to higher level of employee retention.
A stable and committed workforce ensures successful knowledge transfer,
sharing, and creation --- a key to continuous improvement, innovation, and
knowledge-based total customer satisfaction.
When companies are committed with providing high quality products
and services; when companies set high work standards for their employees;
and when employees are empowered through training and development,
provided with knowledge and information, permitted to make mistakes without

punishment, and trusted; they will experience an increase in their level of
satisfaction at work.
This level of satisfaction can be enhanced further if teamwork and visionary
leadership are introduced.
Continuous improvement comes from the efforts of the empowered

employees motivated by visionary leadership. This is supported by the
findings that empowerment and visionary leadership both have significant
correlation with employee satisfaction. Teamwork is also supported by the
findings. In addition, the study found significant correlation between employee
satisfaction and employees intention to leave.
The success of a corporation depends very much on customer

satisfaction. A high level of customer service leads to customer retention, thus
offering growth and profit opportunities to the organization. There is a strong
relationship between customer satisfaction and employee satisfaction.
Satisfied employees are more likely to stay with company and become
committed and have more likely to be motivated to provide high level of
customer service, by doing so will also further enhance the employees
satisfaction through feeling of achievement. Enhanced employee satisfaction
leads to improved employee retention; and employee stability ensures the
successful implementation of continuous improvement and customer
satisfaction. Customer satisfaction will no doubt lead to corporate success
and greater job security. These will further enhance employee satisfaction.
Therefore, employee satisfaction is a prerequisite for customer satisfaction.
Literature Review
If you want to get a leg up on customer satisfaction race as well as develop
and maintain a participative company culture, a great first step is an employee
satisfaction survey
-Bob Piper
Employee satisfaction is the terminology used to describe whether
employees are happy and contented and fulfilling their desires and needs at
work. Many measures purport that employee satisfaction is a factor in
employee motivation, employee goal achievement, and positive employee
morale in the workplace.
Employee satisfaction, while generally a positive in your organization, can
also be a downer if mediocre employees stay because they are satisfied with
your work environment.
-www.humanresources.com
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.
-www.wisegeek.com
Employee satisfaction helps the company to maintain a standard & increase
productivity by motivating the employees. This study tells us how much the
employees are capable & their interest at wok place? What are the things still
to be satisfy to the employees. Although human resources are the most
important resources for any organization, so to study on employee satisfaction
helps to know the working conditions & what is the thing that affects them not
to work properly. Always majority of done by the machines/ equipments but
without any manual moments nothing can be done. So to study on employee
satisfaction is necessary.
-Anonymous
In the article published by Wilson World Wide, Michael Leimbach says, In a

business environment that requires employees who are flexible, creative and
willing to take risks, it is necessary to find ways to help employees feel fulfilled
and empowered at their work. He further adds that the managers and leaders
have the major impact on the fulfillment satisfaction of employees and,
consequently, on how well they perform.
Clearly, while organizational leaders are rethinking how to manage the
corporation, they must also rethink how they lead the people who drive it. We
found that leadership skills directly related to employee satisfaction include:
having a clear direction for the group; having realistic and clear objectives;
and being able to give appropriate feedback, recognition, and support.
Perhaps most importantly, the results emphasize empowering and developing
employees so they can do the work themselves and eliminate barriers to
getting the work done. Managers who have the leadership skills to accomplish
these conditions will create a high level of fulfillment in their employees with a
direct impact to the bottom line [1].
This has been said by Michael Leimbach, while concluding his article
Redefining Employee Satisfaction, he is the president, research & design at

Wilson Learning Worldwide
Employee Satisfaction in Extension: A Texas Study
[2]
Abstract
This article describes a study establishing seven dimensions that contribute to
organizational effectiveness and employee satisfaction as a means of
strengthening strategic planning efforts. A survey, administered to 1,720
Extension employees, received a 66% response. Findings suggest that
balance between professional and personal life, a clear vision of the future,
attention to training and development, and employee involvement are sources
10
of opportunity to increase employee satisfaction and success in strategic

planning and implementation. Assessing employee attitudes resulted in the
initiation of an organizational renewal effort that was strongly linked to the
long range planning process.
Background of the study
To accomplish its vital mission, the Cooperative Extension System is
constantly changing to meet the shifting needs and priorities of the people that
demand its services. Specific program priorities, organizational structures and
external relationships are captured in the seven base program strategic plans
(U.S. Department of Agriculture, 1994).
Grass roots involvement and identifying expressed needs are central to
national, state, and local strategic planning efforts. Although the issue
identification process is customer driven, it does little to uncover the internal
factors that may accelerate our ability to be responsive and visionary. Just as
it is in our best interests to be educationally relevant to Extension clientele, it
is also necessary to be more organizationally relevant to Extension
employees.
2
This research was conducted by Barbara V. Boltes, Associate Professor &
Extension Program Development Specialist, Lawrence A. Lippke, Professor&

State Program Leader - Computer Technology & Elizabeth Gregory, Assistant
Professor & Extension Communication Specialist, Texas A & M University,
College Station, Texas.
Job Satisfaction survey at The Professional Couriers, Coimbatore
In an another study conducted at The Professional Couriers
[3]
, it has been
observed that the majority of the respondents believe that the high satisfaction
levels are derived by the old age groups. The report has been analyzed
through Chi- Square and Co-relation. The tests revealed that there is no
significant relationship between the age and satisfaction level.
As far as gender goes, the study reveals that there are more males as
respondents and the satisfaction levels of the males are higher than females.
11
For educational qualification, the chi-square test reveals that there is no

significant relationship between educational qualification and level of
satisfaction
For the parameter, Marital Status, the study reveals that there is significant
relationship between marital status and satisfaction levels.
Research Articles:
Zailskas, S. (October 2008), A Tough Economy hasnt Dampened
Northern California employees spirit to satisfy customer and better
themselves, www.probuilder.com: pp. 33-34.
Piper, B. (October 2008), Why Employee Satisfaction? The Talon Group,
www.probuilder.com: pp. 43.
Leimbach, M. (March 2007), Redefining Employee Satisfaction, Wilson
Learning Worldwide: pp. 1-12.
Tanur, J. (February 2007), Measuring Employee Satisfaction, State
University of New York: pp. 426-431
Sprietzer, G M. (November 1998), Preserving Employee Morale during
Downsizing, Solan Management Review: pp. 83-95
Koys, JD. (), The Effects of Employee Satisfaction, Organizational
Citizenship Behavior, and Turnover on Organizational Effectiveness: A
Unit Level, Longitudinal Study, Department of Management, De Paul
University: pp. 101-114.
Saltzstein,
AL.
(August
2001),
Work
Family
Balance
and
Job
Satisfaction, Public Administration Review, Vol. 61, No. 4: pp.452-467

Ostroff C. (1992). The Relationship Between Satisfaction, Attitudes, and
Performance: An Organizational-level Analysis. Journal of Applied
Psychology, pp. 77,963-974.
12
Arthur JB. (1994). Effects of Human Resource Systems on

Manufacturing Performance and Turnover. Academy of Management
Journal, pp. 37,670-687.
Iaffaldano MT, Muchinsky PM. (1985). Job Satisfaction and Job
Performance: A Metaanalysis. Psychological Bulletin, pp. 97,251-273.
Moorman RH, Niehoff BP, Organ DW. (1993). Treating Employees Fairly
and Organizational Citizenship Behavior: Sorting the Effects of Job
Satisfaction, Organization Commitment, and Procedural Justice.
Employee Responsibilities and Rights Journal, pp. 6,209-225.
Bhargava, B (2008), Employee Satisfaction in Max New York Life,
Jagannath Institute of Management Studies, New Delhi.
Mathur, D (2008), Employee Satisfaction at Su-Kam, Institute of
Management and Technology, Ghaziabad.
Grover, M (2008), Employee Satisfaction at Bharti AXA Life Insurance,
JIMS Vikas Puri, New Delhi.
Sharma, M (2007), Employee Satisfaction at Standard Chartered Banks
Management Development Institute, Gurgaon
Gupta, P (2007), Job Satisfaction at ONGC, Jagannath Institute of
Management Studies, New Delhi
13
Methods of collection job analysis information
Having employee fill out questionnaire to describe their job-related duties in

responsibilities is another good way to obtain job analysis information.
We have to decide how structured the questionnaire should be and what
questions to include. Some questionnaires are very structured checklists.
Each employee gets an inventory of perhaps hundreds of specific duties or
tasks (such as charge and splice wire). He or she is asked to indicate
whether or not he or she performs each task and, if so, how much time is
normally spent on each. At the other extreme, the questionnaire can be open
ended and simply ask the employee to describe the major duties of your job.
In practice the best questionnaires often falls between these two extremes. As
illustrated, a typical analysis questionnaire might have several open ended
questions (such as state your jobs overall purpose) as well as structured
question concerning for instance, previous education required.
Whether structured or un-structured, questionnaires have both pros and cons.
A questionnaire is a quick and efficient way to obtain information from a large
number of employees; its less costly than interviewing hundreds of workers,
for instance. However, developing the questionnaire and testing it perhaps by
making sure the workers understand the questions can be expensive and time
consuming.
Observation
Direct observation is especially useful when jobs consist mainly of observable
physical activitiesassembly-line worker and accounting clerk are examples.
On the other hand, observation is usually not appropriate when the job entails
a lot of mental activity lawyer, design engineer. Nor is it useful if the
employee only occasionally engages in important activities, such as a nurse
who handles emergencies. And reactivity the workers changing what he or
she normally does because you are watching can also be a problem.
14
Managers often use direct observation and interviewing together. One

approach is to observe the worker on the job during a complete work cycle.
The cycle is the time it takes to complete the job; it could be a minute for an
assembly line worker or an hour, a day, or longer for complex jobs. Here you
take notes of all the job activities. Then, after accumulating as much
information as possible, you interview the worker. Ask the person to clarify
points understood and to explain what other activities he or she performs that
you didnt observe. You can also observe and interview simultaneously,
asking questions the worker performs his or her job.
Participant Diary/Logs
Another approach is to ask workers to keep a dairy/log of what they do during
the day. For every activity he or she engages in, the employee records the
activity (along with the time) in a log. This can produce a very complete
picture of the job, especially when supplemented with subsequent interviews
with the worker and the supervisor. The employees, of course might try to
exaggerate some activities and underplay others. However, the detailed,
chronological nature of the log tends to mediate against this.
Some firms take a high tech approach to dairy/logs. They give employees
pocket dictating machines and pagers. Then at random times during the day,
they page the workers, who dictate what they are doing at that time. His
approach can avoid one pitfall of the traditional dairy/log method: relying on
workers to remember what they did hours earlier when they complete their
logs at the end of the day.
Quantitative Job Analysis Techniques

Qualitative approaches like interviews and questionnaires are not always
suitable. For example, if your aim is to compare jobs for pay purposes, you
may want to be able to assign quantitative values to each job. The position
15
analysis questionnaire, the Department of Labor approach, and functional job

analysis are three popular Quantitative methods.
Attitude surveys
The typical attitude survey presents the employee with a set of statements or
questions with a rating scale indicating the degree of agreement.
The organization can include in their survey about as compared with those of
other organizations, Best use of individual abilities in their job, and knowledge
of employee about his job.. Ideally, the items should be tailored to obtain the
specific information that management desires. An individual attitudes score is
achieved by summing up responses to his or her questionnaire desires.
These scores can then be averaged for work groups, teams, departments,
divisions, or the organization as a whole.
Result from attitude surveys can frequently surprise management. Because

employees were actively involved in division decisions and profitability was
the highest within the entire company. Management assumed morale was
high and to confirm their beliefs, they conducted a short attitude survey.
Employees were asked if they agreed or disagreed with the following

statements:
1.At work, your opinions count.
2. Those of you who want to be a leader in this company have the opportunity
to become one.
16
3. In the past six months, someone has talked to you about your personal
development.
PURPOSE OF REPORT
1.Increasing the effectiveness of channel partners in mobile telephony

market .
2. There are number of departments in Bharti Airtel Limited and this projects
seeks to measure satisfaction level among the employees . Employee
satisfaction leads to customer satisfaction , so , it has to be developed first .
3. To adopt new methods so that there can be better working conditions

among the employees .
4.To satisfy more and more customers by looking upon their grievances .
17
CHAPTER 2
RESEARCH METHODOLOGY
Objectives
The study is conducted with the following objectives:

1.
To discover the various expectations that determine the satisfaction
level of employee.
2.
To rank the factors according to the importance.
3.
To measure the level of satisfaction of employees with respect to the
company.
Employee Satisfaction Measurement

Employee satisfaction has been defined as a function of perceived
performance and expectations. It is a persons feeling of pleasure or
disappointment resulting from comparing a products outcome to his/her
expectations.
If the performance (Company Services) falls short of expectations,
the employee is dissatisfied and if it matches the expectations, the employee
is
satisfied. A high satisfaction implies more purchase/use of the product or
service. The process is however, more complicated then it appears. It is more

important for any organization to offer high satisfaction, as it reflects high
loyalty and it will not lead to switching over once a better offer comes in.
18
Tools for tracking and measuring customer satisfaction :

1. Complaint and Suggestion System: Employee can freely deliver
complaints and suggestions through facilities like suggestion box, personal
meetings with seniors etc.
2. Lost Employee Analysis : The exit interviews are conducted or employee
loss rate is computed.
3. Employee Satisfaction Survey: Periodic surveys by use of questionnaire
or telephone calls to random sample of recent buyer help to find out customer
satisfaction and relate to repurchase intention and word of mouth scor e.
Technique
To uncover the important attributes which determine the satisfaction
level of the employee with respect to the various services catered by the
company, a non-structured in-depth interview of employee selected by
convenience is carried out. Then a list of attributes is finalized keeping in mind
that an attribute once selected is not repeated on being encountered for the
second time.
Scale Construction
On the basis of attributes which have been identified, a questionnaire is
prepared which is analyzed for two parameters separately i.e. satisfaction and
importance.
To each question, there are 5 possible answers out of which one is to be
ticked. In case of component pertaining to satisfaction, the respondent has to
give a response in terms of highly satisfied, very satisfied, satisfied not so
satisfied or dissatisfied.
In case of component pertaining to satisfaction, the respondent has to
give a response in terms of critical, very important, important, not so important
19
and not at all important. The response for each question in either component
of satisfied to dissatisfied and from critical to not at all important, respectively.
Data Collection and Analysis

Exhaustive list of all the employee is obtained. A sample size of 100 is
chosen to be representative of the population . Sample interval is determined
by dividing total no. of employee by the sample size (=26.32).Every tenth
individual appearing in the exhaustive list is then selected. Samples drawn are
used to collect data pertaining to employees satisfaction as well as
importance towards the 15 attributes listed.
The results are then categorized on the basis of
1.
Total Respondents.
2.
Department wise.
3.
Salary Wise.
For each category, the respondents are selected and then averages of
satisfaction and importance are computed for each question respectively.

Then the product of corresponding averages is computed to give the
satisfaction index.
The formula computation of satisfaction index is:
Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)
Sum of Average Importance (i)
= SXi
i
20
Table 1: TOTAL STRENGTH OF THE EMPLOYEES IN THE

COMPANY
DEPARTMENT
BHARTI AIRTEL LIMITED

MALE
FEMALE
TOTAL
HR & Administration
Accounts
Power Division
Sales & Marketing
Service
Customer Care
IT & ERP
Total
15
15
20
200
350
150
20
770
TOTAL STRENGTH
6
21
20
35
10
30
30
230
30
380
100
250
15
35
211
1231
MALE FEMALE
875
441
1316
SAMPLE SIZE
100
SAMPLE INTERVAL
(1231/100) = 12.31
Table 2: STRENGTH OF EMPLOYEES OF BHARTI AIRTEL LIMITED

IN PERCENTAGE
Percentage
Percentage
Percentage
Percentage
Percentage
Percentage
Percentage
of
of
of
of
of
of
of
HR & Administration employee

Accounts Dept. employee
Power Division employee
Sales & Marketing employee
Service employee
Customer Care employee
It & ERP employee
1.70
2.84
2.43
18.68
30.86
20.30
2.84
CHAPTER 3
INTRODUCTION TO THE ORGANIZATION
Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. The
Bharti Group, has a diverse business portfolio and has created global brands
in the telecommunication sector. Bharti has recently forayed into retail
21
business as Bharti Retail Pvt. Ltd. under a MoU with Wal-Mart for the cash &
carry business. It has successfully launched an international venture with EL
Rothschild Group to export fresh agri products exclusively to markets in
Europe and USA and has launched Bharti AXA Life Insurance Company Ltd
under a joint venture with AXA, world leader in financial protection and wealth
management.
Airtel comes from Bharti Airtel Limited, Indias largest integrated and the first
private telecom services provider with a footprint in all the 23 telecom circles.
Bharti Airtel since its inception has been at the forefront of technology and has
steered the course of the telecom sector in the country with its world class
products and services. The businesses at Bharti Airtel have been structured
into three individual strategic business units (SBUs) - Mobile Services, Airtel
Telemedia Services & Enterprise Services. The mobile business provides
mobile & fixed wireless services using GSM technology across 23 telecom
circles while the Airtel Telemedia Services business offers broadband &
telephone services in 95 cities. The Enterprise services provide end-to-end
telecom solutions to corporate customers and national & international long
distance services to carriers. All these services are provided under the Airtel
brand .
Bharti Airtel is one of India's leading private sector providers of

telecommunications services based on an aggregate of 66,689,943
customers as on April 30, 2008, consisting of 64,370,434 GSM mobile and
2,319,509 Bharti Telemedia subscribers. The businesses at Bharti Airtel have
been structured into three individual strategic business units (SBUs) - mobile
services, telemedia services (ATS) & enterprise services. The mobile services
group provides GSM mobile services across India in 23 telecom circles, while
the ATS business group provides broadband & telephone services in 94 cities.
The enterprise services group has two sub-units - carriers (long distance
services) and services to corporates. All these services are provided under
the Airtel brand.
22
Company shares are listed on The Stock Exchange, Mumbai (BSE) and The
National Stock Exchange of India Limited (NSE). The company has a
strategic alliance with SingTel. The investment made by SingTel is one of the
largest investments made in the world outside Singapore, in the company.
The companys mobile network equipment partners include Ericsson and
Nokia. In the case of the broadband and telephone services and enterprise
services (carriers), equipment suppliers include Siemens, Nortel, Corning,
among others. The Company also has an information technology alliance with
IBM for its group-wide information technology requirements and with Nortel for
call center technology requirements. The call center operations for the mobile
services have been outsourced to IBM Daksh, Hinduja TMT, Teletech &
Mphasis
Bharti Airtel Limited, together with its subsidiaries, provides
telecommunication services in India. The company operates in five segments:
Mobile Services, Telemedia Services, Enterprise Services Carriers, Enterprise
Services Corporate, and Passive Infrastructure Services. The Mobile Services
segment offers mobile services using global system for mobile
communications (GSM) technology. It offers post-paid, pre-paid, roaming, and
value added services through its 23 telecom circles. The Telemedia Services
segment offers services through wire-line connectivity to the subscriber, as
well as broadband Internet. The Enterprise Services Carriers segment offers
domestic and international long dista...
Organisation Structure
As an outcome of a restructuring exercise conducted within the company; a
new integrated organizational structure has emerged; with realigned roles,
responsibilities and reporting relationships of Bhartis key team players. With
effect from March 01, 2006, this unified management structure of 'One
Airtel' will enable continued improvement in the delivery of the Groups
strategic vision.
23
Bharti Airtel - Organization Structure
24
VISION
25
BY 2012 AIRTEL WILL BE MOST ADMIRED BRAND IN INDIA :

LOVED BY MORE CUSTOMERS
TARGETED BY TOP TALENT
BENCHMARKED BY MORE BUSINESS
MISSION
TO BE GLOBALLY ADMIRED FOR TELECOM SERVICES THAT DELIGHT
CUSTOMERS
.
Airtel will meet global standards for telecom services that delight customers
through :
1. Customer care focus

2. Empowered employees
3. Cost efficiency
4. Unified messaging solutions
5. Innovative products and services
26
HIGHLIGHTS
Media statement from bharti airtel limited .
Airtel launches cloud computing services on broadband offer net PC

low cost online computer at RS. 7999
Bharti airtel crosses 100 million customer mark .
Digital TV from Airtel to premiere khuda kay kiye
Digital TV from Airtel launches 2 new entry offers .
Bharti Airtel joins hands with Manchester United for a five year
exclusive agreement .
MOBILE SERVICES
Bharti Airtel offers GSM mobile services in all the 23-telecom circles of India
and is the largest mobile service provider in the country, based on the number
of customers.
AIRTEL TELEMEDIA SERVICES
The group offers high speed broadband internet with a best in class network.
With Landline services in 94 cities we help you stay in touch with your friends
& family and the world. Get world class entertainment with Indias best direct
to home (DTH) service digital TV in more than 150 cities
ENTERPRISE SERVICES (CARRIER )
Carrier business unit provides long distance wholesale voice and data
services to carrier customers as well as to other business units of Airtel. It also
offers virtual calling card services in the overseas markets.
The business unit owns a state of the art national and international long
distance network infrastructure enabling it to provide connectivity services
both within India and connecting India to the world.
27
The national long distance infrastructure comprises of 83,389 Rkms of optical

fibre, over 1,500 MPLS and SDH POPs and over 1,000 POIs with the local
exchanges, providing a pan India reach.
The international infrastructure includes ownership of the i2i submarine cable
system connecting Chennai to Singapore, consortium ownership of the SMW4
submarine cable system and investment in capacities across a number of
diverse submarine cable systems across transatlantic and transpacific routes.
In recent past it has announced investments in new cable systems such as
Asia America Gateway (AAG), India Middle East and Western Europe
(IMEWE), Unity North, & EIG (Europe India Gateway).
ENTERPRISE SERVICES ( CORPORATE )

This business unit delivers end to end telecom solutions to Indias large
corporates. It serves as the single point of contact for all telecommunication
needs for corporate customers in India by providing full suite of
communication services across data, voice and managed services.
It specializes in providing customized solutions to address unique
requirements of different industry verticals; BFSI, IT, ITeS, Manufacturing and
distribution, media, education, telecom, Government and PSUs and retail
among others.
Backed by the alliances with leading technology companies worldwide and
state of the art infrastructure, it offers complete range of telecom solutions.
These solutions enable corporates to network their offices within India and
across the globe, provide them infrastructure to run business critical
applications and provide them means to connect with their customers,
vendors and employees.
28
These services include; Internet, MPLS -VPN, domestic and international

private leased circuits, Satellite services (VSAT), Audio & Video conferencing,
Data centre services, Managed network services, corporate value added
services, EPBX, Centrex, Contact centre solutions.
29
SWOT ANALYSIS OF AIRTEL

STRENGTHS
Bharti Airtel Limited has more than 65 million customers . It is the largest
cellular provider in india and also supplies broadband and telephone services
as well as many other communications services to both domestic and
corporate customers .
The stakeholders in Bharti Airtel includes Sony Erricson , Nokia and Sing Tel ,
whom they hold a strategic alliance . This means that the business has
access knowledge and technology from other parts of the communication
world . The company has covered the entire Indian nation with its network .
This has underpinned its large and rising customer base .
WEAKNESSES
An often cited original weakness is that when the business was started by
Sunil Bharti Mittal over 15 years ago , The business has little knowledge and
experience of how a cellular telephone system actually worked . So the start
up business had to outsource to industry experts in the field .
Until recently Airtel did not own its new towers which was a particular strength
of some of its competitors such as Hutchison Essar . Towers are important if
your company wish to provide wide coverage nationally .
OPPORTUNITIES
The company possesses a customized version of the google search engine
which will provide broadband services to customers . The tie up with google
can only enhance Airtel brand and also provide advertising opportunities in
Indian for google .
The telecommunicatons and new technology brands see Airtel as a key
strategic player in the Indian market . The new iphone will be launched in
india via an Indian distributorship . Another strategic partnership is held with
blackberry wireless communications .
30
THREATS
Airtel and Vodaphone seem to be having an on /off relationships . Vodaphone
which owned a 5.6% stake in Airtel business sold it back to Airtel and instead
invested in its rival Hutchison Essar . Knowledge and technology previously
available to Airtel moves into the hands of one of its customers .
Quickly changing pace of global communications industry could tempt Airtel to
go along the acquisition trial which may make it vulnerable if the world goes
into recession .
31
CHAPTER 4
ANALYSIS AND INTERPRETATION
Analysis and Interpretation
1. Listing of Important Attributes

Using the in depth interview technique, numbers of attributes were
determined which affect the levels of satisfaction of employees with respect to
the company.
2. Ranking as per Importance

Ranking is done after analyzing all the attributes for the given sample
that which one has more importance and which one is least important.
3. Variation in Satisfaction
It includes two different ways:
Satisfaction level of the total respondents.
Department wise analysis of satisfaction level.
Salary wise analysis of satisfaction level.
The satisfaction scale ranges from a score of 5 for Highly Satisfied to a score
of 1 for Dissatisfied. Importance scale ranges from a score of 5 for critically
important to a score of 1 for not at all important.
32
TABLE 1: SATISFACTION INDEX FOR THE EMPLOYEES IN

S.No
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Sum
Questions
Average
Satisfaction
(S)
Average
Importance
(i)
Sxi
2.06
1.68
2.9
2.76
2.44
2.54
2.24
2.00
2.40
1.86
3.00
2.98
2.84
3.44
4.48
3.72
3.9
4.04
3.78
4.06
3.12
3.14
4.2
3.78
3.74
3.8
7.086
7.526
10.79
10.76
9.858
9.601
9.094
6.24
7.536
7.812
11.34
11.15
11.02
1.76
3.16
3.34
3.24
55.78
5.878
10.24
135.931
Working Environment
Convenient Work Location
Recognition for the work done
Friendly working environment
Opportunities for flexible working
Working in dynamic organization
Working in reputed organization
Interesting and Enjoyable Work
Work that gives a sense of achievement
Working with young people
Job security
Opportunities for personal development
Opportunities for Promotion/career
Prospects
Fair payment for the work done
Good Policies

= SXi
i
135.931
2.436
55.78
Figure 1
33
SATISFACTION INDEX FOR THE EMPLOYEES IN

20
18
16
14
12
Sxi
Average Importance
Average Satisfaction
10
8
6
4
2
0
34
Listing of Important Attributes
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
Working Environment.
Convenient Work Location.
Recognition for the Work Done.
Friendly Working Environment.
Opportunities for Flexible Working.
Working in a Dynamic Organization.
Working in a Reputed Organization.
Interesting & Enjoyable Work.
Work that gives a sense of Achievement.
Working with Young People.
Job Security.
Opportunities for Personal Development.
Opportunities for Promotion/Career Prospects.
Fair Payment for the Work Done.
Good Policies.
Ranking as per Importance

After analyzing all the attributes for the given sample, it was found that Work
Location is Critically important to all employees (I = 4.48) followed by working
with young people (I = 4.20) working in reputed organization (I = 4.06) and
other attributes which are very important are opportunities for flexible working
(I = 4.04) Friendly working environment (I = 3.90) followed by opportunities for
promotion & career prospects (I = 3.80).
Working in Dynamic organization and Job Security with same is also
important (I = 78) followed by opportunities for personal development (I = 74)
and recognition for the work done (I = 3.72).
Attributes like working environment (I = 3.44) and fair salary are also more
important followed by Good policies (I = 3.24) which are critically important.
Work that gives a sense of achievement (I = 3.14) and interesting & enjoyable
work (I = 3.12) are also equally important.
35
Variation in Satisfaction
Satisfaction level of total respondents
The Satisfaction Index for the total respondents is for the total respondents 2.436 (Table 1 and Figure 1) which indicates that the employees are relatively
satisfied with the various services being catered by the company as against
their importance. It can be attributed to the fact that the company caters to the
various needs of the employees and it tries to provide the more important
needed services like Opportunities for promotions, Fair Salary and Good
Company Policies as and when needed.
Department wise analysis of satisfaction level
Analysis of Table 2 8 and a glance of Figures 2 8 reveal that employees of

Accounts Dept. are most satisfied ( Satisfaction Index = 2.825) followed by
employees of Power Division ( Satisfaction Index = 2.822) and the employees
of Customer Care Dept. ( Satisfaction Index = 2.666).
The Satisfaction level of HR & Adm. Dept. is also good (Satisfaction Index =
2.664) followed by Sales & Marketing Dept. (Satisfaction Index = 2.390) and
Employees of Service Dept. (Satisfaction Index = 2.335) and IT & ERP Dept.
(Satisfaction Index = 2.106).
36
TABLE 2: SATISFACTION INDEX FOR THE EMPLOYEES OF

HR & ADMINISTRATION DEPARTMENT
S.No.
Average
Average
Satisfaction
Importance
(S)
(i)
Working Environment
Work that gives a sense of
3.76
3.00
2.75
1.80
2.00
1.45
2.15
1.99
3.16
4.00
2.75
3
2.64
1.83
3.25
1.90
3.78
3.24
15.04
8.25
8.25
4.752
3.66
4.712
4.085
7.522
10.238
10
11
12
achievement
Job security
Opportunities for personal
3.20
2.84
2.54
4.12
3.80
3.78
13.184
10.792
9.601
13
development
4.10
2.15
8.815
Prospects
Good Policies
1.05
4.36
3.84
2.67
46.75
4.032
11.641
124.574
1
2
3
4
5
6
7
8
9
14
15
Sum
Questions

SXi
124.574
i
2.664
46.75
37
Sxi
The satisfaction scale ranges from a score of 5 for Highly Satisfied to a

score of 1 for Dissatisfied. Importance scale ranges from a score of 5 for
critically important to a score of 1 for not at all important.
38
FIGURE 2: SATISFACTION INDEX FOR THE EMPLOYEES OF

HR & ADMINISTRATION DEPARTMENT
25
20
15
Sxi
Average Importance
10
39

ACCOUNTS DEPARTMENT
S.No.
Questions
Average
Average
Satisfaction
Importance
(S)
(i)
Sxi
1
2
3
4
5
6
7
8
9
Working Environment
2.40
1.19
3.69
2.90
3.33
1.50
4.45
3.23
2.59
3.00
2.50
1.00
4.20
4.15
1.97
2.87
4.02
1.76
7.20
2.975
3.69
12.18
13.819
2.955
12.771
12.984
4.558
10
11
12
achievement
Job security
1.48
4.39
3.50
3.79
3.57
4.19
5.609
15.672
14.665
13
development
2.25
4.69
10.552
Prospects
Good Policies
2.05
3.10
3.30
2.90
47.91
6.765
8.99
135.385
14
15
Sum

= SXi
= 135.385 = 2.825
40
47.91

41

ACCOUNTS DEPARTMENT
18
16
14
12
10
Average Importance
Sxi
8
6
4
2
0
42

POWER DIVISION
S.No.
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
Sum
Questions
Average
Average
Satisfaction
Importance
(S)
(i)
Working Environment
Work that gives a sense of achievement
Job security
3.58
1.50
3.20
1.39
2.46
4.62
3.00
1.38
2.85
1.11
3.67
1.29
2.87
4.25
2.35
1.59
1.38
4.03
3.27
1.28
3.81
4.19
2.59
1.98
3.08
1.78
15.21
3.52
5.08
1.91
9.91
15.10
3.84
5.25
11.94
2.87
7.26
3.97
5.10
Prospects
Good Policies
3.40
4.25
4.45
4.78
44.81
15.13
20.31
126.47

= SXi
i
= 126.4736 = 2.8224
44.81
43
Sxi

POWER DIVISION
25
20
15
Average Satisfactio
Average Importanc
Sxi
10

MARKETING AND SALES DEPARTMENT
44
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
1.769
3.423
6.05
2.769
3.577
9.90
2.923
3.615
10.56
3.000
3.808
11.42
2.423
3.577
8.66
1.962
4.231
8.30
2.308
2.885
6.65
2.346
4.077
9.56

achievement
3.115
3.077
9.58
10
2.462
3.962
9.75
11
Job security
1.731
3.462
5.99
12

development
2.000
3.423
6.84
13

Prospects
2.615
3.923
10.25
14
1.923
3.885
7.47
15
Good Policies
2.577
3.615
9.31
54.54
130.35
Sum

= SXi
i
= 130.359 = 2.390
54.54
45

46

MARKETING AND SALES DEPARTMENT
20
18
16
14
12
Sxi
Average Importance
10
8
6
4
2
0

SERVICE DEPARTMENT
47
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
2.25
3.41
7.68
1.66
4.58
7.63
3.16
4.08
12.93
2.83
4.16
11.81
2.5
4.33
10.83
2.5
4.00
10.00
2.16
4.16
9.02
1.83
3.33
6.11

achievement
2.5
3.08
7.70
10
2.33
3.25
7.58
11
Job security
2.41
4.25
10.27
12
2.16
4.41
9.56
13

Prospects
1.41
4.16
5.90
14
2.25
4.16
9.37
15
Good Policies
3.08
4.00
12.33
59.41
138.7
Sum

= SXi
i
= 138.774 = 2.335
59.417
48


SERVICE DEPARTMENT
25
20
15
Sxi
Average Importance
10
49

CUSTOMER CARE DEPARTMENT
S.No
.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
1.75
3.75
6.56
1.75
4.75
8.31
3.00
3.50
10.50
2.75
4.50
12.38
2.75
4.25
11.69
1.5
3.5
5.25
2.5
3.75
9.37
3.25
3.75
12.19

achievement
4.75
4.00
19.00
10
2.5
4.5
11.25
11
Job security
3.00
3.00
9.00
12

development
1.85
3.20
5.92
13

Prospects
1.5
3.5
5.25
14
4.0
3.90
15.60
15
Good Policies
3.0
4.0
12.0
57.85
154.28
Sum

50
= SXi
i
= 154.281 = 2.666
57.85

51

CUSTOMER CARE DEPARTMENT
30
25
20
Sxi
Average Importance
15
10
52
TABLE 8: SATISFACTION INDEX FOR THE EMPLOYEES OF IT

& ERP DEPARTMENT
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
2.00
3.37
6.75
1.25
4.5
5.62
2.875
3.75
10.78
2.5
3.75
9.37
2.00
3.75
7.50
2.12
3.75
7.96
1.5
3.37
5.06
2.75
3.62
9.96

achievement
1.75
4.25
7.43
10
3.00
3.00
9.00
11
Job security
2.37
3.25
7.719
12

development
2.12
3.87
8.23
13

Prospects
1.87
3.87
7.26
14
2.12
3.50
7.43
15
Good Policies
1.75
3.87
6.78
55.5
116.90
Sum
53
= SXi
i
= 116.906 = 2.106
55.5

54

IT & ERP DEPARTMENT
20
18
16
14
12
Sxi
Average Importance
10
8
6
4
2
0
55

INCOME GROUP A ( less than equal to 75,000 p.a)
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
2.07
3.46
7.17
1.64
4.46
7.33
3.17
3.17
11.81
1.82
2.10
3.92
2.07
3.00
6.21
2.75
1.78
4.91
2.22
2.00
4.45
2.71
3.50
9.50

achievement
1.85
2.15
3.99
10
1.71
3.21
5.51
11
Job security
3.03
3.35
10.19
12
1.63
1.78
2.92
13

Prospects
3.53
4.28
15.16
14
2.64
4.00
10.57
15
Good Policies
2.77
3.96
11.01
46.25
114.67
Sum

56
= SXi
i
= 114.679 = 2.479
46.251
57

INCOME GROUP A (less than equal to 75,000 p.a)
16
14
12
10
Average Importance
Sxi
8
6
4
2
0
58

INCOME GROUP B ( 75,000 5,00,000 p.a)
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
2.10
3.41
7.18
1.86
4.48
8.34
2.93
3.58
10.51
2.65
3.86
10.25
2.34
4.03
9.46
2.17
3.17
6.88
2.58
3.06
7.93
3.50
3.00
10.50

achievement
1.75
2.49
6.89
10
3.59
3.19
7.93
11
Job security
3.40
4.12
14.01
12
2.72
3.96
10.80
13

Prospects
2.44
3.51
8.60
14
2.31
3.55
8.20
15
Good Policies
3.99
3.89
15.55
53.35
143.09
Sum

= SXi
= 143.092 = 2.682
59
53.351

60

INCOME GROUP B (75,000 5,00,000 p.a)
18
16
14
12
10
Average Importance
Sxi
8
6
4
2
0
61

INCOME GROUP C ( more than 5,00,000 p.a)
S.No.
Questions
Average
Satisfaction
Average
Importance
(S)
(i)
Sxi
Working Environment
2.00
3.41
6.82
1.35
4.47
6.04
2.94
3.94
11.59
2.88
3.82
11.02
2.52
4.00
10.12
1.88
3.00
5.64
1.47
3.94
5.79
2.11
3.00
6.35

achievement
2.82
3.23
9.13
10
3.11
3.70
11.55
11
Job security
3.99
3.52
14.10
12
1.52
3.23
4.94
13

Prospects
3.72
4.10
15.28
14
4.00
4.35
17.40
15
Good Policies
3.99
4.00
15.99
55.74
151.82
Sum

62
= SXi
i
= 151.823 = 2.723
55.744

63

INCOME GROUP C (more than 5,00,000 p.a)
20
18
16
14
12
Average Importance
Sxi
10
8
6
4
2
0
Salary wise analysis of Satisfaction Level
Tables and Figures 9 11 indicates that employees pertaining to Category C

(income group (more than 5, 00,000) are the most satisfied (Satisfaction Index
= 2.72) followed by the employees of category B (income group 75,000 5,
00,000; Satisfaction Index = 2.68) and the employees of category A (income
group less than 75,000; Satisfaction Index = 2.47) are least satisfied.
64
FINDINGS
1.On the basis of survey maximum respondents use telecom services .
This shows that awareness among the people and the increased usage of
telecom services .
2. Among the all user of Airtel GSM-PCO is highest that is 31% as
compared to Tata Indicom and Reliance .
3.31% of the respondents say that Airtel provide a good service and 22%
of the respondents say they Airtel coverage is very broad , 19%
respondents use Airtel GSM-PCO because of its brand image .
4.Employees are more satisfied as conditions improved since the
company was formed .
RECOMMENDATIONS
By virtue of its connectivity and strategies used AIRTEL is successful in
grabbing the highest market share in India but there are still some
recommendations from my study point of view is that AIRTEL needs to
make its network services more stronger than other service providers to
dominate the market in future too .
AIRTEL should introduce cheaper recharge cards
than the other because its competitor HUTCH had introduced it .
AIRTEL should provide customer satisfaction and
more services to customers . They should bring more attractive offers to
grab market . Innovative ideas should be used by recruiting talented
people . They should try to solve complaints of customers as soon as
possible .
65
AIRTEL should sign more celebrities from cricket

and bollywood to attract customers .
LIMITATIONS
1.FOCUS ON PARTICULAR TERRITORY
The main focus of the study is limited to particular area only .
2.OPINION ORIENTED
Some of the respondents may get biased towards their organization and
may project a rosy picture which may affect the reliability and relevance of the
study .
3.PROBLEM OF GETTING INFORMATION FROM SOME DEPARTMENTS
Some of the people were not interested in answering questions which were
asked to them which created problem in analyzing the data .
4. DATA COLLECTED FROM SECONDARY SOURCES
Data collected from secondary sources may not be exactly applicable in
practical situations .
66
CHAPTER 5
CONCLUSION
Research shows that satisfied, motivated employees will create higher
customer satisfaction and in turn positively influence organizational
performance. Convenient work location, working with young people,
opportunities for promotion and career prospects, fair salary, good policies,
job security and dynamic working environment are few attributes which are
critically important from the view point of most of the employees.
Employees have an overall satisfaction index of 2.43 which indicates
that the employees are relatively satisfied with the various services being
catered by the company as against their important.
It seems that employees of Accounts Department. are nearly as
satisfied as Power Division, Customer Care, Human Resources &
Administration, Service Department, however IT & ERP Department are most
dissatisfied.
Employees falling in C category of the income group
(Rs.5, 00,000 and more p.a.) are the most satisfied than the other categories
of income.
IMPLICATIONS FOR FUTURE RESEARCH

1. NEWSPAPER ARTICLES
There should be articles related with the telecom sector in the daily
newspapers because almost every educated person comes across it
everyday . It can help in increasing awareness level of the telecom
sector among the people .
2. BROADCAST MEDIA
RADIO
There should be various programs regarding the telecom sector either
in
the evening or in the morning because it can serve as a powerful tool
in providing awareness . the daily analysis of the telecom sector must
be
broadcasted during these programs . the information may constitute of
67
the daily prices of various telecom which are generating maximum

cheaper etc
TELEVISION
It is most powerful tool to spread the messages
3. Some awareness campaign should be launched to make the people
aware of the Telecom Sector instruments
STRATEGIES
Some of the strategies that are being followed by me during my project is
1. To meet atleast 10-15 employees a day .
2. To maintain a personal relationship with the
employees and look upon their problems .
3 Collecting the data of the employee from various
sources .
We are required to undertake assignments along with the day to day
functions of the company , both at the assistance and execution level .
This helps us to gain a better understanding of the work , culture ,
deadlines , pressure etc of the organization .
The objective of the on the job training is to learn and develop
knowledge and quality of interaction with employees .
68
ANNEXURE 1
EMPLOYEE SATISFACTION QUESTIONNAIRE
SBU/ENTITY :
LOCATION :
DEPARTMENT:
DESIGNATION:
SEX :
CATEGORY:CLERICAL/LABOUR
NO. OF YEARS OF SERVICE IN THE ORGANIZATION :
(1) Strongly Agree, (2) Agree, (3) Uncertain, (4) Disagree, (5) Strongly
Disagree
(6) Not Applicable
1.) I get all information about the events and affairs of the company which
have an effect on my work.
(1)
(2)
(3)
(4)
(5)
(6)
2.) Employees are encouraged to suggest new ideas about their work
(1)
(2)
(3)
(4)
(5)
(6)
3.) When you have a suggestion to improve your job it is easy for you to get
your ideas across to your immediate supervisor.
(1)
(2)
(3)
(4)
(5)
(6)
4.) I am provided with clear instructions and sufficient facilities regarding
new assignments.
(1)
(2)
(3)
(4)
(5)
(6)
5.) I am clearly informed about what exactly is expected of me regarding my
work.
(1)
(2)
(3)
(4)
(5)
(6)
6.) Employees receive recognition and appreciation for their abilities,
efficiency and good work done.
(1)
(2)
(3)
(4)
(5)
(6)
7.) There are adequate training programs and workshops conducted as per
my requirement to perform my job well
(1)
(2)
(3)
(4)
(5)
(6)
8.) Every employee is given a fair chance, by the head of the concerned
department to attend the workshops and training programs.
(1)
(2)
(3)
(4)
(5)
(6)
69
9.) We have good opportunities to learn new skills and new jobs
(1)
(2)
(3)
(4)
(5)
(6)
10.) The company provides excellent benefits and welfare facilities for
the employees and their families.
(1)
(2)
(3)
(4)
(5)
(6)
11.) If all the required documents are furnished properly, applications for
various loans are processed promptly.
(1)
(2)
(3)
(4)
(5)
(6)
12.) All the allowances and advances are provided on time
(1)
(2)
(3)
(4)
(5)
(6)
13.) Medical facilities are adequate and provided on time
(1)
(2)
(3)
(4)
(5)
(6)
14.) Proper health and safety training is provided

(1)
(2)
(3)
(4)
(5)
(6)
15.) I feel free to discuss my personal and professional problems with my

peers
(1)
(2)
(3)
(4)
(5)
(6)
16.) I feel free to discuss my personal and professional problems with my
superiors
(1)
(2)
(3)
(4)
(5)
(6)
17.) The management takes good care of the problems of the employees and
tries to solve or redress them with proper counseling as soon as possible
(1)
(2)
(3)
(4)
(5)
(6)
18.) The appraisals are read out and known to the concerned employees on
time
(1)
(2)
(3)
(4)
(5)
(6)
19.) The management periodically provides feedback on the good and the
bad aspects of an employees work and where he/she must improve, by
way of performance appraisal
(1)
(2)
(3)
(4)
(5)
(6)
20.) Everyone in this organization trust each other very much
(1)
(2)
(3)
(4)
(5)
(6)
21.) I feel totally secure in this job
(1)
(2)
(3)
(4)
(5)
(6)
22.) How satisfied are you with the physical working conditions mentioned
below, in the organization
(1) Very satisfied, (2) Satisfied, (3) Uncertain, (4) Dissatisfied,
70
(5) Very dissatisfied, (6) Not Applicable

Drinking water facilities
Toilet facilities
Lighting
Work area(space)
Maintenance of computers and other equipments
Cleanliness of workplace
Sports club
Noise control
Maintenance and storage of hazardous chemicals
Telephone facilities
Canteen facilities
71
ANNEXURE 2
DATA SOURCES
Data is collected from both primary sources i.e. questionnaire and also from
secondary sources .
PRIMARY SOURCES
The primary sources of data collection is through questionnaire . the

questionnaires are distributed among 100 people and their view is recorded
and is used in analyzing the data .
SECONDARY SOURCES
The secondary sources includes online sites , newspapers and templates

from AIRTEL distribution centers and AIRTEL Customer Care .
72
BIBLIOGRAPHY
WEBSITES
http://airtelworld.com
www.hutch.co.in
www.bsnl.co.in
www.infoline.com
SEARCH ENGINES
www.google.com
www.yahoo.com
www.nbci.com
BOOKS REFERRED
EMPLOYEE SATISFACTION IN KNOWLEDGE INDUSTRY BY :

Jegadeesan G
Santanan Krishnan R
73

Employee Satisfaction in Bharti Airtel Limited (B (It)

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PUNJAB TECHNICAL UNIVERSITY,

REPORT ON CORPORATE GOVERNANCE

ANALYSIS AND INTERPRETATION

IMPLICATIONS FOR FUTURE RESEARCH

Employee satisfaction is the terminology used to describe whether employees

Employee satisfaction is often measured by anonymous employee

understanding of mission and vision,

The facets of employee satisfaction measured vary from company to

provided with knowledge and information, permitted to make mistakes without

Continuous improvement comes from the efforts of the empowered

The success of a corporation depends very much on customer

In the article published by Wilson World Wide, Michael Leimbach says, In a

Redefining Employee Satisfaction, he is the president, research & design at

of opportunity to increase employee satisfaction and success in strategic

This research was conducted by Barbara V. Boltes, Associate Professor &

Extension Program Development Specialist, Lawrence A. Lippke, Professor&

For educational qualification, the chi-square test reveals that there is no

Satisfaction, Public Administration Review, Vol. 61, No. 4: pp.452-467

Arthur JB. (1994). Effects of Human Resource Systems on

Methods of collection job analysis information

Having employee fill out questionnaire to describe their job-related duties in

Managers often use direct observation and interviewing together. One

Quantitative Job Analysis Techniques

analysis questionnaire, the Department of Labor approach, and functional job

Result from attitude surveys can frequently surprise management. Because

Employees were asked if they agreed or disagreed with the following

1.Increasing the effectiveness of channel partners in mobile telephony

3. To adopt new methods so that there can be better working conditions

The study is conducted with the following objectives:

To rank the factors according to the importance.

Employee Satisfaction Measurement

satisfied. A high satisfaction implies more purchase/use of the product or

service. The process is however, more complicated then it appears. It is more

Tools for tracking and measuring customer satisfaction :

Data Collection and Analysis

satisfaction and importance are computed for each question respectively.

Table 1: TOTAL STRENGTH OF THE EMPLOYEES IN THE

BHARTI AIRTEL LIMITED

Table 2: STRENGTH OF EMPLOYEES OF BHARTI AIRTEL LIMITED

HR & Administration employee

Bharti Airtel is one of India's leading private sector providers of

Bharti Airtel - Organization Structure

BY 2012 AIRTEL WILL BE MOST ADMIRED BRAND IN INDIA :

1. Customer care focus

Media statement from bharti airtel limited .

Airtel launches cloud computing services on broadband offer net PC

Bharti airtel crosses 100 million customer mark .

Digital TV from Airtel to premiere khuda kay kiye

Digital TV from Airtel launches 2 new entry offers .

The national long distance infrastructure comprises of 83,389 Rkms of optical

ENTERPRISE SERVICES ( CORPORATE )

These services include; Internet, MPLS -VPN, domestic and international

SWOT ANALYSIS OF AIRTEL

1. Listing of Important Attributes

2. Ranking as per Importance

TABLE 1: SATISFACTION INDEX FOR THE EMPLOYEES IN

Satisfaction Index = Sum of Average Satisfaction(S) x Average importance (i)

SATISFACTION INDEX FOR THE EMPLOYEES IN

Listing of Important Attributes

Ranking as per Importance

Satisfaction level of total respondents

Department wise analysis of satisfaction level

Analysis of Table 2 8 and a glance of Figures 2 8 reveal that employees of