Professional Documents
Culture Documents
By
DIVYABA ZALA
111, MBA SEM II, Marwadi Education Foundations Group of Institutions, Rajkot. AY: 2010-11
Conducted at
COMPANY CERTIFICATE
COLLEGE CERTIFICATE
DECLARATION BY GUIDE
STUDENT DECLARATION
Ms. Divyaba Zala (Student of MBA Sem - II) Faculty of Management, Marwadi Education Foundations Group of Institutions, Rajkot.
I undersigned DIVYABA ZALA students of MBA-2nd SEM declare that the project at Gondal Nagrik Sahakari Bank Ltd. has been carried out under the supervision of Ms. Chhavi Manra of MEFGI. I also declare that this project report is my own contribution and this work has not been submitted any other university for any other examination.
Divyaba Zala
PREFACE
It is said that knowledge is power but applied knowledge is power seems to be a correct statement. In the modern world, theoretical study has no value without its practical application. Practical knowledge is more powerful than the knowledge of books. In todays business world, practical knowledge plays an important role. Keeping in this the MBA course involves industrial training to execute business enterprise as per Gujarat Technological University norms, which is helpful to the students for making their bright career. The practical studies particularly to know the actual corporate world, the anxieties and stress associate with the job, which cannot be understood by sitting in the classroom. I have taken training at Gondal Nagrik Sahakari Bank. All information which is required for this report are collected by me and submitted to the concern people of the company. I have gone through and study each necessary information, which is collected and presented in the report.
ACKNOWLEDGEMENT
Sometimes words are short to show gratitude, the same happened with me during this project. The immense help and support received from GNSB overwhelmed me during the project. First, I express my sincere thank to Dr. Chinnam Reddy (Dean, Faculty of Management, Marwadi Education Foundations Group of Institutions) for giving me the opportunity to v perform my training.
It was a great opportunity for me to work with GNSB. I am extremely grateful to the entire team of GNSB who have shared their expertise and knowledge with me and without whom the completion of this project would have been virtually impossible. My sincere gratitude to Mr. Yatish Desai (Chairman) and Mr.Pankaj Desai (General Manager) for providing me an opportunity to work with GNSB
I would like to pay my thanks to the assistance manager of GNSB Mr. Jitendera G Sangani who helped me at each and every step during my summer training and report preparation. I appreciate his knowledge of banking system which he shared with me.
I am also thankful to the staff members of GNSB, especially to Mr. Viren Vadodariya and Mr. Jayesh Shojitra who provided me the minute detail of the day to day transaction.
I heartily thanks to my project guide Ms.Chhavi Manra who help me in completion of the project.
Index
No.
1 2 3 4 5 6 7 Ch-1 1.1
No.
Inner Title Page Company Certificate College Certificate
Particulars
Pg. No.
I II III IV V VI VII
Declaration by Guide Student Declaration Preface Acknowledgement Introduction Introduction of the topic 1.1.1 1.1.2 1.1.3 1.1.4 1.1.5 1.1.6 1.1.7 1.1.8 Human Resource Management Concept of Employee Satisfaction Importance of Employee Satisfaction Factors Influences to Employee Satisfaction Employee Satisfaction Index Employee Satisfaction Procedure How to Maintain Employee Satisfaction How to Improve Employee Satisfaction
1.1.9 1.2 1.2.1 1.2.2 1.2.3 1.3 1.3.1 1.3.2 1.3.3 1.3.4 1.3.5 1.3.6 1.3.7 1.3.8 1.3.9 Ch-2 2.1 2.1.1 2.1.2 2.1.3
Methods of Employee Satisfaction Industry Overview History of Banking in INDIA Introduction to Co-operative sector The origin of the word BANK Company Overview History and development of the GNSB Profile of the organization Organization structure Departments of the organization Top management details Accounting system Services provided by GNSB Financial Position of the Bank SWOT Analysis Research Methodology Title of the study Introduction Definition Model
Objectives of the Study Literature Review Sample Design Collection of Data Hypothesis Research Method Scope of the Study Limitations of the study
Ch-3
Summary Summary Findings Suggestions Bibliography Annexure (Questionnaire) List of Tables and Charts List of Abbreviations
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Sr. No.
3.1 3.2 3.3 3.4 4.5 3.6 3.7 3.8 3.9 3.10 3.11
Particulars
Satisfaction Level for Training Provided Voicing Opinion without Fear Communication Superior-Subordinate relationship Safety and Health Standards Recognition Performance of the Top Management Salary Structure Treatment of Employees Bank as a Workplace About Bank
Page No.
11
Particulars
Page No.
12
List of Abbreviations
CC CRR ESI GNSB HRM JDI JIG MSQ NPA SLR SOP SWOT Cash Credit Cash Reserve Ratio Employee Satisfaction Gondal Nagrik Sahakari Bank Human Resource Management Job Descriptive Index Job in General Scale Minnesota Satisfaction Questionnaire Non-Profitable Asset Statutory Liquidity Ratio Standard Operations Procedure Strength Weakness Opportunity Threat
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CHAPTER 1 INTRODUCTION
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As organizations vary in size, aims, functions, complexity, construction, the physical nature of their product, and appeal as employers, so do the contributions of human resource management. But, in most the ultimate aim of the function is to:"ensure that at all times the business is correctly staffed by the right number of people with the skills relevant to the business needs", that is, neither overstaffed nor understaffed in total or in respect of any one discipline or work grade.
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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 is a measure of how happy workers are with their job and working environment. It is not the same as motivation. It is more if an attitude, an internal state of person concerned, it could, for example, be associated with a personal feeling of achievement.
Employee Satisfaction is an individual emotional reaction to the job itself. It is his/her attitude towards his job.
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6. Working conditions and environment factors Tools and equipment working methods Working environment 7. Corporate culture factors Relationship with coworkers Level of sharing etc 8. Competencies, Personalities and Expectations of employee factors Competencies and personalities of employee are suitable for job? Expectations of employee are suitable for policies of organization?
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1. Purpose of procedure of employee satisfaction: Develop or change the policy for satisfaction of employees. Knowledge, satisfaction and expectations need to be measured in order to develop company prepared for tomorrow. To derive and analyze the current satisfaction level of the employees in the company. Assessment of the management developmental needs and areas of improvement. Assessment of level of progress in performance improvement and overall companys climate. 2. Scope of application: Apply for the evaluation of satisfying the entire staff of Korea Japan 3. Documents related: Human resource handbook. This document is suitable and followed ISO 9000 standard, version 2004. 4. Definitions: None applied. 5. Policies of employee satisfaction: The employee satisfaction survey is carried one time per 3 months. The sample size for the survey is about 40% of the total / target population. The total / target population for the employee satisfaction survey includes the complete employee strength at the company.
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6. Steps of implementing employee satisfaction: 6.1 Step 1 Employee satisfaction study / research. Each quarter, HR Manager reviews the information needed to determine the satisfaction of employees based on the following basis. Information and results of the survey times before. Comments by company directors. Proposal by HR staff and Department managers. Other contents in the purpose of this process. 6.2 Step 2 Develop evaluation plan: Pursuant to the need to evaluate, HR Manager create a draft of content assessed in the form and attached this procedure. HR manager also discuss with other manager about content, method assessed. Then the draft must be sent to director for approval. Methods of appraisal also indicate clearly. You also use employee satisfaction survey software for appraisal. 6.3 Step 3 Transfer form to employees: Pursuant to the plan was approved by Director, HR manager deployed to HR staff do the following: Photo sufficient number of survey. Preparing small envelope enough based on number of survey. Preparing large envelope by department. Deployment to Manager / Supervisors about survey plan. Move the survey to department heads. Each employee will be received 01 form attached with an envelope.
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When employees complete the assessment, they must be closed envelope by pasting on it, send to the department head. Head of department is responsible for collecting envelope and then send to HR department. 6.4 Step 4 Gather and analyze data: Next time 3-5 days from the date of distributing survey, HR department is responsible for collecting survey and send it to director.. Based on the opinions of staff, Director of the company will assign people to enter and analyze data. Analysts are responsible to analyze survey data and preparation of reports. Presentation of results to directors, department managers. Communication of the results to employees through employees meeting, Company newsletters, memoranda and feedback meetings conducted by trained leaders to clarify and identify issues. Development of plans by department managers to respond to issues identified in feedback sessions. 6.5. Step 5 Implement improvement. HR department is responsible for implementing improvement solutions, supervising result and reporting result to director. 7. Deployment of procedure: This document was distributed to Board of Directors, all departments. Head of personnel is responsible for guiding the staff of this document (requires employees to sign). The guidelines for staff to be in the minutes of instructions and procedures and training on latest 1 week from the date of receiving the document. 8. Form attached: Appraisal plan of employee satisfaction. Employee satisfaction form.
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Management must be fair treated Management must be fair treated with staff. Ready to help them. Full training for staff Ready to listen and respond to employee. 1.6 Promotions and career development Develop programs to promote all titles in the organization. Develop training programs for employees Build programs for career development of each title. 1.7 Build corporate culture Build channel of communication in organization Relationship with coworkers Build sharing culture. 1.8 Working condition and environment Build occupational health and safety program. 1.9 Improvement programs of employee satisfaction HR department must have the monitoring methods for improvement programs of employee satisfaction. Many organizations just do appraisal of employee satisfaction but not pay attention to role of monitoring. Build solutions to improve satisfaction Training to all level of management about the importance of satisfaction and methods to increase satisfaction.
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1.10 Employees by them self Hiring the right employees: Clearly defined and communicated employee expectations. 2. Process of improvement 2.1 Identification of method used: You should identify methods that can be implemented to improve the assessment satisfaction of employees. 2.2 Determining the level of satisfying the question Example rating scale of relation with supervisors is 2.2/5. And you intend to implement 2 solutions and the expectation scale is 4/5. 2.3 Determining the increasing rate of each method. You get a new level satisfy subtract satisfying old level, in example above is 4 2.2 = 1.8. Total of the increasing scale is 8 for example. Methods to improve factor: relation with supervisors accounting for (1.8 / 2.4 Method options. Depending on the desire to resolve issues of the business. Depending contain any man levels need to resolve. Depending on the resources of the business. Mainly resources can improve satisfaction of employees is money, time, workforce of management, management methods. You can change the resources at many different levels to consider the rate of change as part of the 2.3. * 100 = 22.5%.
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5. Interview method This method is used for: Review all data collected from other method. Review key person.
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Co-operative sector is a concept of Indian society. The source of Co-operative sector is the Cooperative Society i.e. for the members, by the members and of the members. The people having common interest come together to form the Co-operative society which works for the benefit of members. Like credit unions, Co-operative banks are owned by their customers and follow up the Cooperative principle of one person one vote. The Co-operative banks are regulated by both banking as well as Co-operative legislation. Local branches of Co-operative banks elect their own BODs and manage their operation but strategic decision requires the prior approval of central branch.
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The word BANK has been derived from the French word Bancus or Banque. It means to trust upon someone. The depositors put their trust on the bankers so it justifies its meaning However there is another opinion also that the word BANK is originally derived from the German word BANK it means joint, which was transformed into BANCO..
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GONDAL NAGRIK SAHAKARI BANK LTD is one of the top most urban Co-operative banks in Gujarat state. It is half a century old Co-operative bank and still working effectively. The GNSB was established on 3rd may, 1955 in Gondal city in the state of Gujarat at SAMARPAN Mandvi chowk Gondal-360311. The members of this Co-operative bank are known as the sabha sad. Each member has voting right as far as the election of directors is concerned. Anybody can be a sabha sad by purchasing the share of GNSB by paying necessary amount of money. GONDAL is a city surrounded by 85 small villages and these villages are totally based on agriculture as far as the income is concerned. All these agricultural products reach to Gondal Market yard for selling purpose. Keeping in mind the GNSB started its market yard branch. All most all the firms are having their current account in the GNSB and all most all the households are the fixed deposit holders of GNSB. The GNSB provide a compatible interest rate for the FD and also provides the C.C. and Hypothecation on very liberal term. It has become the strength of GNSB. The bank has been awarded A class of Audit by the Government of Gujarat. Here are some of the future of GNSB which signifies its achievement. Diversified Activities Quick disposal of loan application Social obligation Co-operative atmosphere
The soundness in the system is owed to the management of the bank and it was board of directors who has run it very effectively.
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The financial results prove its constant growth which can be measured with the profit figure and allocation of it. The banks management of fund is good. Regular investment in the govt. security and bonds to maintain CRR and SLR, ever growing no. of membership, reserves and surplus which have tremendously increased assets and liabilities of the bank. Even in this situation, the bank has maintained the flat rate of dividend is awesome.
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Head office
Branches
RAJKOT BRANCH (ATM Branch) Moti tanki chock Rajkot Ph. 2693500 GONDAL BRANCH New Sardar Market Yard National high way 8 B Gondal Ph. No. 255560 JASDAN BRANCH Market yard branch Tower chowk Jasdan Ph. No 223101 DERDI BRANCH Moti bazar Derdi Ph. No. 277202
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Registration No. Registration date RBI License no. Audit Grade No. of staff members Year of establishment Working days and Hours
1955-1956
10:00 am to 3:00 PM on regular day 10:00 AM to 1:00 PM on Saturday OFF DAYS : Sunday & all holidays
Services
BANKING SERVICES
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1. Saving department 2. Current department 3. Loan department 4. F.D. department 5. Clearing department 6. Share department 7. Recovery department 8. Cash department
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Chair Man: Mr. Yatish Desai Vice chair Man: Mr. N.B. Ukani. Managing director: Mr. P.S. Parekh General Manager: Mr. Pankaj Desai
List of directors 1. Mr. Gordhanbhai. R. Rayani. 2. Mr. Pankajbhai.M. Ashodariya. 3. Mr. Dhirajlal. D. Khatra 4. Mr. Hanibhai. H. Saiyad. 5. Mr.Anilbhai .D. Selani 6. Mr. Dilipbhai. V. Solanki. 7. Mr. Bavala. G. Parmar. 8. Mr. Mahendrabhai M.Chavda. 9. Mr.Vallabhbhai. T. Viradiya.
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There are three types of accounting system in the Indian accounting standards 1. Deshi nama system 2. Single entry system 3. Double entry system We can say that first two systems are no more excepts in the small firms. The GNSB follows the double entry accounting system. DOUBLE ENTRY SYSTEM: This is regarded as the fundamental concept of accounting i.e. dual aspect concept. It suggests that each transaction has at least two accounting entry. Every transaction affects the assets and the liability or equity of an organization Assets are divided in to two categories. : Fixed Assets and Current Assets Likewise there are two types of equities: owners equity which entails the owners claim over assets and another one is a liability which entails the claim of creditors on the assets of the organization. ASSETS = OWNERS EQUITY + LIABLITY Each transaction should justify this question this is known as the dual aspect which is followed by double entry system.
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GNSB is a bank a unit from pure service structure. So we can say that there is no any production department but there is service department. The work of service department is to produce better services to the customers, which satisfies the human need in the best manner. The main service of bank is to diversify the fund from household to business sector. It converts the savings in to investment with a particular margin which becomes the profit margin for the bank.
Main services Banking: Saving Recurring Current account Cash credit Fixed deposit Transfer of cheque Deposits Fixed Saving Recurring Current account Advances Vehicle loan Business loan
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Immovable property loan Housing loan Industrial loan Education loan Advances against services Insurance Stock Gold ornament Security of self Other services Lockers Demand draft.
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2. Weakness:
o Lack of marketing expertise. o Only limited to Saurashtra region.
3. Opportunities:
o No. of branches can be increased in all over Gujarat state. o They may apply for multi-state bank to expand their business
4. Threats:
o Change in government rules and regulation o Change in interest and bank rates
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o Sometimes co-operative banks are not enough capable to compete with the nationalize bank due to their nationalized policy and centralized decision making.
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Employee satisfaction is the individual employees general attitude towards the job. It is also an employees cognitive and affective evaluation of his or her job. Sense of inner fulfillment and pride achieved when performing a particular job can defined as Employee satisfaction Employee Satisfaction is a general attitude towards ones job: the difference between the amount of reward workers receive and the amount they believe they should receive - P. Robbins Employee Satisfaction defines as, The amount of overall positive affect (or feelings) that individual have at their jobs. - Hugh J. Arnold and Daniel c. Feldman
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To know about the benefit and services provided to the employees by the organization To know about the stress level of the employees.
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A literature review is a body of text that aims to review the critical points of current knowledge and or methodological approaches on a particular topic. Literature reviews are secondary sources, and as such, do not report any new or original experimental work. The conceptual literature concerning the concepts and theories and the empirical literature consisting of studies made earlier which are similar to the one proposed.
In my study, I have used many sources for completed out report like Books, Journals, and Web Sites. This project will help the reader to understand the comparison of the findings of Employee Satisfaction.
CONCLUSION: Pool examines the relationship of job satisfaction with a number of variables (substitutes of leadership, leadership styles, and work motivation) to see how strong the impact is of each. He divides his sample into occupations (workers, managers, and executives) and analyzes his results.
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SAMPLING METHOD: The sampling method here used is convenience sampling. In Convenience Sampling selection, the researcher chooses the sampling units on the basis of convenience or accessibility.
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1) Primary Data: The data, which are collected for the first time, directly from the respondents to the base of knowledge & belief of the research, are called primary data. The normal procedure is to interview some people individually or in a group to get a sense of how people feel about the topic. So far as this research is concerned, primary data is the main source of information. The data collected is through questionnaire & information provided by the respondent.
2) Secondary Data: When data are collected & compiled in a published nature, it is called secondary data. So far as this research is concerned, Internet & Books as well as many magazines and brochures have been referred to.
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2.6 HYPOTHESIS
Hypothesis is usually considered as the principal instrument in research. Its main function is to suggest new experiments and observation. In fact, many experiments are carried out with the deliberate object of testing hypothesis. Ordinarily, when one talks about hypothesis, he/she assumes a mere assumption or some supposition to be proved or disproved. But for a researcher hypothesis is a formal question that he intends to resolve. Weather the employees working at GNSB are satisfied or not? Null Hypothesis: Yes, the employees are satisfied. Alternative Hypothesis: No, the employees are not satisfied.
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1. Quantitative Research Design: Quantitative research design is an excellent way of finalizing results and proving or disproving a hypothesis. There are two types of Quantitative research design: i) Descriptive Research Design ii) Causal Research
2. Qualitative Research design: Qualitative research design is a research method used extensively by scientists and researchers studying human behavior and habits. i) Exploratory Research Design
The design used for this research is Exploratory Research. It is a type of research conducted because a problem has not been clearly defined. Exploratory Research helps determine the best research design, data collection method and selection of subjects. It often relies on secondary research such as reviewing available literature or data, informal discussion with employees, consumers, management.
For knowing the Employee Satisfaction level of employees of the organization, I have used survey method by distributing questionnaires.
The questionnaire based survey is selected because it is the most effective and efficient way to conduct research on employees job satisfaction level, since they just have to give their opinion for the question asked by the researcher and also they can just select from the alternatives given in the questionnaire and then representing Data Interpretation by using various charts and graphs and presenting findings and conclusion.
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To help the company to determine how their employees are satisfied and how can management raise satisfaction level of employees.
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Collecting information from people during the working hours was difficult. Some employees did were not able to give relevant information. Most of the employees were hesitant in giving frank opinions and answer. Time constraint is one of the limiting factors. Sample size is 20 only due to which we may not get the proper results.
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1. Are you satisfied with the training provided for your current job and advancement?
Sr. No. 1 2 3 4 5
Particulars
Strongly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied
No. of Respondent 10 5 5
The position suggest that training part of the GNSB is good but there is some scope for improvement.
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2. Do you feel that you can voice your opinion without fear?
Sr. No. 1 2 3 4
Particulars
Highly Agree Agree Disagree Highly Disagree
No. of Respondent 3 8 8 1
It suggests that some employees are feared in voicing their opinion to the management.
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3.The communication you received from the bank is timely and accurate?
Sr. No. 1 2
Particulars
Yes No
No. of Respondent 17 3
Communication
YES NO
15%
85%
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Particulars
Exceptional Very Good Average Poor
No. of Respondent 10 7 2 1
Superior-Subordinate Relationship
12 10 8 6 4 2 0 Exceptional Very Good Average Poor
No. of Respondents
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5. Are you satisfied with the safety and health standards of the bank?
Sr. No. 1 2 3 4
No. of Respondents 15 4 1 0
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It suggests that the bank has proper and adequate safety and health facilities and management concerns for employees safety and health.
6. Are you satisfied with the recognition from you get the bank?
Sr. No. 1 2 Particulars YES NO No. of Respondents 18 2
Recognition
20 18 16 14 12 10 8 6 4 2 0 YES NO No.of Respondents
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No. of Respondents
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From this chart it can be said that 40% employees feel that performance of the top management is excellent, 50% feel that it is very good and 10% feel that performance of the top management is quite fair. It suggests that all the employees are satisfied with the performance of the top management.
Salary Structure
12 10 8 6 4 2 0 Excellent Very Good Typical Fair Poor
No. of Respondents
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From the chart it can be said that only 5% employees consider banks salary structure as excellent, 10% employees consider it as very good while 50% employees consider it as typical and 30% employees believe that it is poor. It suggests that employees are not as much satisfied with salary structure as other things of the bank.
9. How do you rate bank on treating all employees and their problems?
Sr. No. 1 2 3 4 5 Particulars Excellent Very Good Typical Fair Poor No. of Respondents 5 12 0 0 3
Treatment of Employees
14 12 10 8 6 4 2 0 Excellent Very Good Typical Fair Poor
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10. How do you rate bank as a place to work compared with other banks?
Sr. No. 1 2 3 4 Particulars Excellent Good Equal Poor No. of Respondents 3 12 4 1
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About BANK
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Chapter 4 Summary
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4.1 SUMMARY
This survey has become useful to understand many new aspects of the employees which at times are ignored by the management. With the help of this survey I was able to understand the employees behavior in an organization and apart from that the expectations and necessity of the employees. If the data are used extensively it can help the management to understand the requirements of the employees and the way they are motivated in the organization. If the requirements and the expectations are met by the management, the chance of employees leaving the organization becomes very less and they remain intact with the same organization for the longer period of time.
As I got the opportunity at Gondal Nagrik Sahakari Bank to learn about Employee satisfaction, this survey would not only prove to be useful to me but also to the bank to search the employees who are not satisfied with their own bank. The HR team can therefore consider this as an opportunity and contact such people, find reasons for their dissatisfaction solve it and can motivate them to perform their job well and convert them in to ASSETS.
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4.2 FINDINGS:
On the basis of the study and on the basis of the responses that I have received, I have Derived the following observations and conclusions:
Majority of the employees of GNSB are satisfied with their Job Profile. Employees have co-operation and co-ordination among superior and subordinate relationship Employees are even very co-operative towards us; Summer Trainees. Employees are also seems to be dedicated towards their Job and Work. The main problem which I have identified is the employees expectations of salary. GNSB has strict security and recovery procedure to keep its NPA to the lowest level. GNSB has achieved 0% net NPA this financial year which provides a great lesson to learn for other co-operative banks of state
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4.3. SUGGESTIONS
GNSB needs to create its special marketing team and do some promotional activities.
The pay structure in GNSB is nominal as it is a co-operative bank compared to the other nationalized banks so in order to increase satisfaction level of the employees of the bank, the pay structure should be revised.
GNSB does not have its web site. So bank should develop a its web site in this modern era. GNSB can open some new branches in the Gujarat State.
The Development Programs should be increased and the interest level of the employees should be raised by celebrating various festivals.
The infrastructure should be made world class in order to get hold over the competitors and attract the people to work in an exclusive environment
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BIBLIOGRAPHY BOOKS
Sr. No. 1
Particulars Human Resource Management, Dessler and Varkkey, 11th edition, Pearson Publication
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6) Are you satisfied with the recognition you get from the bank? Yes No 7) What do you think about the performance of the top management? Excellent Very Good Typical Fair Poor 8) How do you rate the banks salary structure? Excellent
Very Good Typical Fair Poor 9) How do you rate the bank on treating all employees and their problems? Excellent Very Good Typical
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Fair Poor 10) How do you rate the bank as a place to work compared with other banks? Excellent Good Equal Poor
11) All things considered, how do you rate the bank? Excellent
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