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A STUDY ON THE MOTIVATION OF WORKERS IN HCL-BPO IN CHENNAI A PROJECT REPORT

Submitted to

UNIVERSITY OF MADRAS

In a partial fulfillment of the Requirement for the award of MASTER OF BUSINESS Submitted by LIJI S. KRISHNAN Reg.No. MA70913 Under the guidance of Mr. ARULKRISHNAN, M.Sc., M.B.A., M.Phil, ADMINISTRATION

DEPARTMENT OF MANAGEMENT STUDIES

VEL SRI RANGA SANKU COLLEGE (ARTS AND SCIENCE) (Approved by AICTE, New Delhi & Affiliated to the University Of Madras) Avadi, Chennai 600062. APRIL 2007-2009

ACKNOWLEDGEMENT

Its my great pleasure to thank each and every person involved in the success of my project. This project is the outcome of help and assistance heavily received from the college and company I thank Dr.R.RANGARAJAN, chairman, VEL institutions, Avadi and Chennai. Action indeed speaks louder than word. I take this opportunity to thank principal for his support in my project period. I would like to thank our H.O.D for his enduring support Also I would like to thank our internal guide Mr.S.ARUL KRISHNAN, whose encouraging words were a source of constant motivation to act with quality precision and with a good spirit. I would like to thank M.SREEJA HR Manager for his enduring support in the company. Last but not least I would like to thank all those people who have been directly or indirectly supportive in the completion of the project.

(LIJI.S.KRISHNAN)

DECLARATION
I, LIJI.S.KRISHNAN a Bonafide student of studies VEL SRI RANGA SANKU COLLEGE OF ARTS AND SCIENCE Avadi, Chennai-62 would like to declare that the project entitled A STUDY ON EMPLOYEES MOTIVATION IN HCL-BPO AT CHENNAI In partial fulfillment of master of Business Administration. Degree at University of Madras in my original work.

PLACE: DATE:

LIJI.S.KRISHNAN

CONTENTS
CHAPTER PARTICULARS INDEX
I INTRODUCTION OBJECTIVES OF THE STUDY SCOPE OF THE STUDY LIMITATION OF THE STUDY HCL-BPO CHENNAI II COMPANY PROFILE III IV V VI VII VIII IX 18 10 12 14 16

PAGE NO

REVIEW OF LITERATURE RESEARCH METHODOLOGY ANALYSIS AND INTERPRETATION FINDINGS AND SUGGESTIONS CONCLUSION BIBLIOGRAPHY ANNEXURE

38 47 61 99&102 104 106 108

LIST OF TABLES
S.NO
Age of the respondent

TITLE
Marital status of Respondents

PAGE NO 62 64 66 68 70 72 74 76 78 80 82 84 86 88 90 92 94

1 2
Educational Qualification of respondents

3
Years of experience of Respondents

4
Motivation schemes of Respondents

5
Job promotion of the respondents

6
Monitory rewards of the respondents

7
Work without any hesitation

8
Superiors encouragement of the respondents

9 10 11

Skills and knowledge level of the respondents Encouraging factor of the respondents Promotion policies of the respondents

12
Skills and abilities of the respondents

13
Sharing information of the respondents

14
Participation and decision making of the respondents

15
Good attendance of the respondents

16
Dedication and devotion of the respondents

17

LIST OF CHARTS
S.NO
Age of the respondent

TITLE
Marital status of Respondents

PAGE NO 63 65 67 69 71 73 75 77 79 81 83 85 87 89 91 93 95 97

1 2
Educational Qualification of respondents

3
Years of experience of Respondents

4
Motivation schemes of Respondents

5
Job promotion of the respondents

6
Monitory rewards of the respondents

7
Work without any hesitation

8
Superiors encouragement of the respondents

9 10 11

Skills and knowledge level of the respondents Encouraging factor of the respondents Promotion policies of the respondents

12
Skills and abilities of the respondents

13
Sharing information of the respondents

14
Participation and decision making of the respondents

15
Good attendance of the respondents

16
Dedication and devotion of the respondents

17 18

Progress of the company

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INTRODUCTION

Motivation is one of the most important factors affecting human behavior. Motivation not only affects cognitive factors like perception and learning but also affects the total performance of an individual in an organizational set up. Motivation is nothing but mastering the overall temperament intelligently and vigorously to achieve total impact. The study of motivation is one of the most important factors affecting human behavior. Motivation not only affects cognitive factors like perception and learning but affects the total performance of an individual in an organizational set up.

Mastering the overall temperament may be practiced by the methods underlined below:

Throwing out the negative thoughts. Infusing positive energy by trust and positive thoughts. En-living your cherished dreams. Rediscovering you to track down latent potential. Positive efforts to change your destiny. Encouraging yourself and others for excellence.

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OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVES

To study the employees motivation in HCL-BPO To identify the methods to increase employees motivation

SECONDARY OBJECTIVES

To analyses and interpretation of the motivation factors. To suggest the measures to increase the motivation of the employees.

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SCOPE OF THE STUDY

To ensure that the employees get right incentive from the organization.

To increase the productivity of employees.

The organization can plan for the future course of action.

To ensure that the employees does not leave the organization.

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LIMITATIONS
Sample size is restricted to 100. It is very difficult to collect the data during working hours. Responses may not be reliable they may give a false statement.

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COMPANY PROFILE

HCL Enterprise is a 32-year-old leading Global Technology and IT enterprise, with USD 5.0 billion revenue, 58,000 professionals and operations spanning 20 countries. The 3-decade-old enterprise, founded in 1976, is one of India's original IT garage startups. Its range of offerings spans Product Engineering, Custom & Package Applications, Business Process Outsourcing, and IT Infrastructure Services. HCL BPO, a division of HCL Technologies Limited started its venture early in 2001 and is now a dominant player in the BPO field drawing revenue of USD 225.6 Million. With over 13,100 professionals operating out of India, UK and USA, HCL BPO runs 21 delivery centers. VISION OF THE COMPANY Together we create the enterprises of tomorrow. MISSION OF THE COMPANY "To provide world-class information technology solutions and services to enable our customers to serve their customers better.

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DIRECTORS OF HCL

SHIVA NADAR Founder HCL chairman & chief strategy Officer. HCL technology AJAY CHOUDRY Founder HCL chairman CEO HCL info system VINEETH NAYAR CEO HCL technologies S.R.SUBRAMANIYAM Director of the HCL ROBIN ABRAMS Director AMAL GANGULI Director

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HCL (Hindustan Computers Limited) is a leading global Technology and IT enterprise whose range of services spans Product Engineering Services, and BPO Technology Services,

Development,

Application

Infrastructure Services, IT Hardware, Systems Integration, and Distribution of Technology and Telecom products in India. The HCL Enterprise comprises two companies listed in India: HCL Technologies and HCL Info systems. HCL Technologies is the IT and BPO services arm focused on global markets, while HCL Info systems deals in the IT, Communication, Office Automation Products & System Integration arm focused on the Indian market. Today, HCL has 45,000 employees of diverse nationalities, operating across 17 countries including 360 service centers in India. HCL has global partnerships with several leading Fortune 1000 firms, including several IT and Technology majors.

Shiva Nadar is the founder of HCL. He founded HCL in 1976 in a Delhi "barsaati". In 1978, HCL developed the first indigenous micro-computer at the same time as Apple

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and 3 years before IBM's PC. In 1980, HCL introduced bit sliced, 16-bit processor based micro-computer. In 1983, HCL Indigenously developed architecture, at the same time as global IT peers. In 1986, HCL became the largest IT Company in India. In 1988, HCL introduced fine grained multi-processor Unix-3 years ahead of "Sun" and "HP". In 1991, HCL entered into a joint venture Hewlett Packard and HCL-Hewlett Packard Ltd. was formed. The joint developed multi-processor UNIX for HP and heralded HCL's entry into contract R&D. In 1997, HCL Info systems were formed. In the same year HCL ventured into software services. In 1999, HCL Technologies Ltd issued an IPO and became a public listed company. In 2001, HCL BPO was incorporated and HCL Info systems became the largest hardware company. In 2002, software businesses of HCL Info systems and HCL Technologies were merged. In 2005, HCL set up first Power PC architecture design centre outside of IBM. In the same year HCL Info systems launched sub Rs.10, 000 PC. In 2006, HCL Info systems became the first company in India to launch the New Generation of High Performance Server Platforms Powered

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by Intel Dual - Core Xeon 5000 Processor. Today, HCL has a turnover of over US$4billion.

Overview of the Company

HCLs BPO is heading towards a maturity level where a new form of BPO, called Transformational BPO, is evolving that constitutes Full Process Outsourcing and Multiple Process Outsourcing. HCLs BPO serves customers in various industries including Telecom, Retail, Insurance, Banking & Financial Services, Hi-Tech & Manufacturing and Media, Publishing & Entertainment sectors, backed by Value creation, Global delivery processes, new Output-based Commercial Models, and Strategic Partnerships with clients. HCL BPO services - An overview HCL BPO was started in 2001. Today, with USD 223.6 million in revenue and over 13,300 professionals operating out of India and Northern Ireland, HCL BPO runs thirteen delivery centers across India & UK and offers 24X7 multi-channel, multi-lingual support in eight European and eight APAC languages. HCL BPOs focus verticals include Telecom, Retail & CPG, Banking & Financial Services, Insurance, Hi-Tech & Manufacturing and Media, Publishing & Entertainment. The company also services various areas of operations that include Supply Chain Management, Finance & Accounting Services, Knowledge & Legal Services, Customer Relationship Management

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and Technical Support Services. HCL BPO has the largest Telecom engagement in India and runs business processes for world renowned Clients in back-office services, particularly in the Telecom and Retail domain.

Leadership Credentials

The first BPO company in the world to be successfully appraised at Maturity Level 3 of People CMM The largest provider of Telecom BPO services in Asia Largest BPO service provider in Northern Ireland Pioneered blended-shore operations for Indian BPO service providers First Indian BPO and Third BPO in the world to be COPC certified for Collection Services

QualityInitiatives HCL BPO follows industry best practices and metric-based quality norms for all its processes. This is supported by robust technology infrastructure, strong human resources and a customized training program and transition framework. With stringent internal metrics and audit systems, HCL BPOs quality certifications include COPC 2000 (CSP Release 4.1), ISO 20000:2005, ISO 9001:2000, OHSAS 18001:2007 and ISO 14001:2004; Security Systems certification - ISO 27001:2005 and audit certification in SAS 70.

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A snapshot of our BPO capabilities is given below:

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HCL Technologies is a leading global IT services company, working with clients in the areas that impact and redefine the core of their businesses. Since its inception into the global landscape after its IPO in 1999, HCL focuses on 'transformational outsourcing', underlined by innovation and value creation, and offers integrated portfolio of services including software-led IT solutions, remote infrastructure management, engineering and R&D services and BPO. HCL leverages its extensive global offshore infrastructure and network of offices in 19 countries to provide holistic, multi-service delivery in key industry verticals including Financial Services, Manufacturing, Aerospace & Defense, Telecom, Retail & CPG, Life Sciences & Healthcare, Media & Entertainment, Travel, Transportation & Logistics, Automotive, Government and Energies & Utilities. HCL takes pride in its philosophy of 'Employee First' which empowers our 52,957 transformers to create a real value for the customers. HCL Technologies, along with its subsidiaries, had consolidated revenues of US$ 2.0 billion (Rs. 8974 crores), as on 31st December 2008. For more information, please visit www.hcltech.com HCL is a $5 billion leading Global Technology and IT Enterprise that comprises two companies listed in India - HCL Technologies & HCL Info systems. The 3-decade-old Enterprise, founded in 1976, is one of India's original IT garage start-ups. Its range of offerings spans Product Engineering, Custom & Package Applications, BPO, IT Infrastructure Services, IT Hardware,

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Systems Integration, and distribution of ICT products. The HCL team comprises over 59,000 professionals of diverse nationalities, who operate from 20 countries including 500 points of presence in India. HCL has global partnerships with several leading Fortune 1000 firms, including leading IT and Technology firms. For more information, please visit www.hcl.in

HCL In India HCL has evolved from a dream of eight youngsters in 1977 to the country's top IT group today. Our well-balanced portfolio of turnkey solutions across equipments, software and services make our offerings end-to-end for all IT needs of the Indian customers. Our recognitions speak of our dominant position in India. We have several recognitions for our network management services, security services, IT Infrastructure services and we have been rated as No.1 PC Brand for the last 5 years in India.

HCL is known to be the harbinger of technology in the country. Our partnerships with technology leaders like JDA, Oracle, SAP, KANA, Intel, and Microsoft go back to the time when India was being recognized as a growing and strategic market. Along with global capability, HCL has leveraged such relationships to create value for Indian customers - the comprehensive integrated market surveillance solution for SEBI being one such example. Our services are backed by an extensive direct support infrastructure spread across 170 locations nationwide, which offer 24 x 7 supports offering for critical sites. With more than 70 SAP implementations till date, HCL has been rendering service to key Indian players in Banking & Finance, Retail, and Consumer and Government.

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We are committed to the Indian Market and will continue to invest more to further enrich our end-to end IT offerings for this market. Our flexible engagement models, rich heritage of technology solutions and over 30 years of leadership across service areas give us a strategic advantage to meet the nation's IT needs. HCL Offices in India Global HQ: HCL Technologies Ltd Corporate Office A-10/11, Sector - 3 Noida - 201 301, Uttar Pradesh, India Tel.: +91-120-253-5071 Fax: +91-120-253-0591 HCL Technologies Ltd SEZ Unit ETA Technopark Special Economic Zone Block - 4, No.33, OMR Navalur Village and Panchayat Thiruporur Panchayat Union, Chengalpet Taluk Kancheepuram Dist., Chennai - 603 103 HCL Technologies Ltd 50-53, Greams Road Chennai - 600 006 India Tel.: +91-44-2829-3298 Fax: +91-44-2829-4969 HCL Technologies Ltd 34 & 35 Haddows Road Chennai - 600 034 India Tel.: +91-44-4220-9999 Fax: +91-44-4213-2749

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HCL Technologies Ltd No. 184-188, 190 192 & 196 Arcot Road Vadapalani, Chennai - 600 026, India Tel.: +91-44-2372-8366 Fax: +91-44-2480-6640 HCL Technologies Ltd D-12, 12B, Ambattur Industrial Estate Ambattur (AMB-1) Chennai - 600 058, India Tel.: +91-44-2623-0711 Fax: +91-44-2624-4213 HCL Technologies Ltd 64 & 65, Second Main Road Ambattur Industrial Estate, Ambattur (AMB-3) Chennai - 600 058, India Tel.: +91-44-2652-1077 Fax: +91-44-4206-0485 HCL Technologies Ltd 73-74, South Phase Ambattur Industrial Estate (AMB-5) Chennai - 600 058, India Tel: +91-44-4393-5000 Fax: +91-44-4206-0441 HCL Technologies Ltd Sapna Trade Centre 109/110, P H Road Chennai - 600 084, India Tel.: +91-44-2822-1129 Fax: +91-44-2821-4278 HCL Technologies Ltd No. 51, J.N. Road Guindy (GUINDY-1) Chennai - 600 097, India

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Tel.: +91-44-2225-4460/65 Fax: +91-44-2225-4472

HCL Technologies Ltd Arihant Technopolis 4/293, Old Mahabalipuram Road Kandanchavadi Chennai - 600 096 HCL Technologies Ltd PM Tower, 37, Greams Road Chennai - 600 006 India Tel.: +91-44-2829-1735 Fax: +91-44-2829-1738 HCL Technologies Ltd J-16, Anna Nagar East Chennai - 600 102 India Tel.: +91-44-2626-4206 Fax: +91-44-2628-1120 HCL Technologies Ltd Thapar House 43 / 44, Montieth Road, Egmore Chennai - 600 008 Tel.: +91-44-2851-1293 Fax: +91-44-2851-1986 HCL Technologies Ltd 158, Arcot Road, Vadapalani Chennai - 600 026 India Tel.: +91-44-2375-0171 Fax: +91-44-2375-0185

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HCL Technologies Ltd 78, Ambattur industrial Estate (AMB-2) India Tel.: +91-44-2623-2318 Fax: +91-44-2625-9476 HCL Technologies Ltd 94, South Phase Ambattur Industrial Estate Ambattur (AMB-4) Chennai - 600 058, India Tel: +91-44-4226-2222 Fax: +91-44-4215-3333 HCL Technologies Ltd 8, South Phase MTH Road Ambattur Industrial Estate Ambattur(AMB-6) Chennai - 600 058 HCL Technologies Ltd 49-50, Nelson Manickam Road Chennai - 600 029 India Tel.: +91-44-2374-1939 Fax: +91-44-2374-1038 HCL Technologies Ltd 35, South Phase (GUINDY-2) Guindy Industrial estate, Ekkaduthangal Guindy, Chennai - 600 032 India Tel.: +91-44-2231-8321 Fax: +91-44-2231-8320

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HCL Technologies Ltd 601-602, 604 Tidel Park 4 Canal Road, Taramani Chennai - 600 113, India Tel.: +91-44-2254-0473 Fax: +91-44-2254-0308 HCL Technologies Ltd 3, Udyog Vihar Phase I Gurgaon - 122 016 Haryana, India Tel.: +91-124-243-9900-05 Fax: +91-124-243-9910 HCL Technologies Ltd Plot No. 244, Udyog Vihar, Phase-I Gurgaon - 122 016 Haryana, India Tel.: +91-124-234-6405-09 Fax: +91-124-234-9020 HCL Technologies Ltd Plot No. 5, 6, 7, Udyog Vihar - IV Gurgaon - 122 015 Tel.: +91-124-410-9900-04 Fax: +91-124-410-9910 HCL Technologies Kolkata Center Module 212-214, SDF Building Block GP, Sector V, Salt Lake Kolkata - 700 091, West Bengal, India Tel.: +91-33-2357-3024-25 / 2357-3620-21 Fax: +91-33-2357-3027

HCL Technologies Kolkata Center 14th Floor, Infinity Building, Tower-II Block GP, Sector - V, Salt Lake

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Kolkata - 700091, West Bengal, India Tel.: +91-33-2357-2487-90 Fax: +91-33-2357-2491 HCL Technologies Ltd Vertex Tech Park No. 564, Pattandur, Agrahara Road Off WhiteField Road, Behind ITPL Bangalore - 560 066 India HCL Technologies Ltd The Leela Galleria #23, 6th Floor, Commercial Block Airport Road, Bangalore - 560 008 Tel.: +91-80-2505-4000 Fax: +91-80-2521-7108 HCL Technologies Ltd The Senate #33A, Ulsoor Road Bangalore - 560 042 Tel.: +91-80-5124-6800 Fax: +91-80-5124-6888 HCL Technologies Ltd Surya Sapphire, Plot# 3, Survey # 20 & 22 1st Phase, Electronic City Hosur Main Road, Bangalore - 561 229 Tel.: +91-80-6450-2301 Fax: +91-80-6618-5566

HCL Technologies Ltd #10,100ft Ring Road B.T.M. Layout, 1st Phase Bangalore - 560 068 Tel.: +91-80-5103-5000 Fax: +91-80-2668-0312

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HCL Technologies Ltd 8 & 9, GB Palya Off Hosur Road Bangalore - 560 068 Tel.: +91-80-4158-4000 Fax: +91-80-2573-5516 HCL Technologies Ltd 5 & 6th Floor, Gold Hill Square 690, Hosur Road, Bommanahalli Bangalore - 560 068 Tel.: +91-80-4141-5000 Fax: +91-80-2668-0312 HCL EAI Services Ltd (A Subsidiary of HCL Technologies Ltd) As Chambers, # 6, 6th Block Koramangala, 80ft Road, Bangalore Tel.: +91-80-2206-2222 Fax: +91-80-2206-2111 HCL Technologies Ltd 181-B, SDF-VI, Seepz Andheri (E) Mumbai - 400 096 Tel.: +91-22-2829-1997 Fax: +91-22-2829-2373

HCL Technologies Ltd B-304, Delphi, 3rd Floor Hiranandani Business Park Powai, Mumbai - 400 096 Tel.: +91-22-4007-1400 Fax: +91-22-4005-0690 HCL Technologies Ltd A-1/CD, Sector 16 Noida - 201 301

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Uttar Pradesh, India Tel.: +91-120-251-6321 Fax: +91-120-251-6315 HCL Technologies Ltd A-5, Sector- 24 Noida - 201 301, Uttar Pradesh India Tel.: +91-120-241-1502 Fax: +91-120-244-0155 HCL Technologies Ltd A-11, Sector 16 Noida - 201 301, Uttar Pradesh India Tel.: +91-120-251-0701/02, 0813 Fax: +91-120-251-0713 HCL Technologies Ltd Plot No. 1&2, Sector - 125 Noida - 201 301, Uttar Pradesh India Tel.: +91-120-661-4300 Fax: +91-120-661-4331

HCL Technologies BPO Services Ltd C-23, Sector - 58 Noida - 201 301, Uttar Pradesh India HCL Technologies BPO Services Ltd A/104, Sector - 58 Noida - 201 303, Uttar Pradesh India Tel.: +91-120-258-9690 Fax: +91-120-258-9688

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HCL Technologies BPO Services Ltd C-39, Sector - 59 Noida - 201 301, Uttar Pradesh India HCL Technologies BPO Services Ltd A-22, Sector - 60 Noida - 201 301, Uttar Pradesh India NEC HCL System Technologies Ltd 4th Floor, Tower 'B' Logic Techno Park Plot # 5, Sector - 127 Noida - 201 301, Uttar Pradesh, India Tel.: +91-120-436-6777 Fax: +91-120-436-6999 HCL Technologies Ltd Ground & First Floor Jayabheri Silicon Towers Madhapur Road, Kondapur Hyderabad - 500 032, India

HCL Technologies Ltd Ground Floor, DHFLVC Silicon Towers Kothaguda, Hyderabad - 500084 Tel.: +91-40- 44302222 Fax:+91-40-44301500 HCL Technologies Ltd The-V, 1st Floor, Auriga Block Plot No:17, Software Units Layout Madhapur, Hyderabad - 500081 Tel.: +91-40-6644-0330 HCL Technologies Ltd L&T Phoenix Info parks Pvt Ltd

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Special Economic Zone Building:H-08; Level-2 & 3 Gachibowli Village, Serilingampally Mandal RR District, Hyderabad - 500081 Tel.: +91-40-6641-9555

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MEANING OF THE MOTIVATION

The term motivation can be traced to the Latin word movere, which means to move". In order to understand the concept of motivation, we have to examine three terms: motive, motivating and motivation

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M - Mastering O - Overall T - Temperament I Intelligently V - Vigorously A - Achieve T - Total I - Impact O - Over-power N - Negativity

THEORIES OF MOTIVATION
Maslows need hierarchy theory. Mc Grogors X & Y theory. Herzbergs Two factor theory.

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Mcchelland need theory.

Maslows need hierarchy theory.

Abraham H.Maslow, a psychologist, developed a theory called the `Need Hierarchy Theory. It is one of the oldest theories on motivation. Maslow was of the view that human behavior is directed towards the satisfaction of certain needs. He classified human needs into five categories and arranged the same in a particular order as given below: Physiological Needs Safety Needs Social Needs Self-actualization Needs Esteem Needs. Evaluation of Maslows Theory

Human needs arise in a particular sequential order and not at random Safety needs are not important until the physiological needs are satisfied. Once a need is satisfied, it ceases to be a motivating factor. There can be a limit to physiological and safety needs but not to social, esteem and selfactualization needs.

McGregor's `X and `Y Theories Douglas McGregor developed two theories on motivation that explain the positive and negative qualities of individuals. He gave the theories the names `X theory and `Y theory. These theories have been discussed below:

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`X Theory Theory `X is negative or pessimistic in approach. It is based on the following assumptions:

People, in general, dislike work. They shirk their duties and are basically lazy. Most people are unambitious.They do not voluntarily accept any responsibility. Most people lack creativity. They show no preference for learning anything new. Satisfaction of physiological and safety needs alone is important for most people. Workers in general are only bothered about their salary, job security and such other extrinsic factors.

While at workman employee needs to be closely supervised and watched.

Theory `X does not want managers to involve workers in the decision making process. It expects the workers to work as per the directions of the managers.

Y Theory Theory `Y is positive or optimistic in its approach. It is based on the following assumptions:

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People are not averse to work. Given the proper working conditions the workers would do their work with the kind of enthusiasm they show for their other activities like playing and eating.

Workers are ambitious and they do come forward to accept responsibility. Workers do have the potentials to be creative. If the management has a positive outlook, it will certainly encourage the workers to display their creative ideas and skills.

It is not correct to assume that only satisfaction of physiological and safety needs is important for most workers. The workers do many things to have their ego satisfied. There are workers with tremendous potentials who want to work to their maximum capabilities.

Workers need not be directed and closely supervised. They are good in what is called `self-direction. Evaluation of `X and `Y Theories

The two theories `X and `Y bring out of the two extreme qualities of a person. Theory `X talks about the negative qualities alone and Theory `Y talks only about the positive aspects. Practically speaking, no person is either too good or too bad. Every person has his or her own strong and week points. By providing the right kind of environment with proper motivation any individual can be made to perform well.

Herzbergs Two Factor Theory Herzberg classified the factors influencing human needs into two categories. They are:

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Hygiene Factors and Motivational Factors Hygiene Factors According to Herzberg, hygiene factors do not actually motivate a person but their

absence will lead to dissatisfaction. These factors are also known as `extrinsic factors or `maintenance factors. They help to maintain a reasonable level of job satisfaction among the employees. These are: Company policies and Administration Type of supervision Inter-personal relationships Working conditions Salary Job security and Status The maintenance factors are known as hygiene factors as they influence the mental frame work of employees.

Motivational Factors

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The motivational factors are also known as intrinsic factors. According to Herzberg, the presence of the intrinsic factors will motivate the employees but their absence will not lead to dissatisfaction. These are: Work itself Achievement Recognition Advancement Growth and Responsibility Herzberg calls upon managers to use motivational factors to induce the employees to perform well. McClellands need Theory McClelland developed a theory on motivation by identifying three needs that induce people to work. These are: Achievement need, Affiliation need and Power need.

Let as now see each of these.

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Achievement need

They set goals that are neither impossible nor too easy to attain. These people are indifferent to rewards. They do not work for money or recognition. They feel satisfied when they solve a certain problem or achieve a certain goal.

Affiliation need People with affiliation need want to be in the company of others. It is for this reason that informal groups are formed with in a formal organisation.The need for affiliation may be without any ulterior motive like financial help and such other obligations. Power need Power may be defined as the capacity of a parson to influence others.such a capacity may accrue to a person by virtue of these personality traits-his knowledge, skill, intelligence and so on.

FACTORS THAT FULFILL MOTIVATION

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Financial Incentives. Non financial incentives. Job security. Challenging work. Job rotation. Recognition.

PROCESS OF MOTIVATION

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Reorganization of a unfulfilled need.

Finding way to satisfy the need.

Fulfillment of the need

Discovery of new need.

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MEANING OF RESEARCH

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Research means search for knowledge. Some times, it may refer to scientific and systematic pertinent information on a specific topic. Intact, research is an art of scientific investigation. Research is, thus an original contribution to the existing stock of knowledge making for its advancement.

DEFINITION OF RESEARCH REDMAN AND MORY Define Research as a systematized effort to gain a new knowledge. The term research refers to the systematic method consisting of enunciating the problem, formulating a hypothesis, collecting the facts or data, analyzing the facts and reaching certain conclusion.

TYPES OF RESEAR: There are different types of research. They are, Descriptive Research Applied Research Quantitative Research Conceptual Research

OTHER TYPES OF RESEARCH One time Research or Longitudinal Research Field-Setting Research or Laboratory Research or Simulating Research Clinical or Diagnostic Research Exploratory Research Historical Research

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RESEARCH DESIGN The process starts after selection of the topic research design denotes the planning the research study by which the research followed the below methods and techniques. Sample size 100 SAMPLING TECHNIQUES Questionnaire:1. Demographic Information. 2. Open and closed questionnaire. 3. Ranking questionnaire. of

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DATA COLLECTION METHOD

PRIMARY DATA It can be collected through structured questionnaire.

SECONDARY DATA It can be collected through web site, magazines etc.,

SAMPLING METHOD Simple Random sampling method was adopted for this survey.

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STATISTICAL TOOLS

1. Percentage Analysis

2. Chi-Square test formula ((O-E) ^2/E) O-Observed Frequency E-Expected Frequency

3. Weighted Average

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PERCENTAGE ANALYSIS:

Percentage refers to a special kind of ratio. Percentages are used in making comparison about 2or more series of data. Percentages are used to describe relationship. It is also used to compare the relative terms d X of two or more series of data.

Percentage =

No. of respondents

X 100

Total no. of respondents

CHI-SQUARE TEST:

The x test is one of the simplest and most widely used non-parametric tests in statistical work. The symbol is the Greek letter chi the test was first used by Karl Pearson.

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WEIGHTED AVERAGE:

The weighted Average is calculated by dividing the value of specified respondents by the total sample to be issued

FORMULA:

X = (W1.X3) + (W2.X2) + (W3.X3) + ------------- + (Wn.Xn) / W1 + W2 + W3 + -----------+ Wn.

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CHI SQUARE METHOD

AIM:- To test the relationship between experience of respondents and promotion policy facilities in the job satisfaction level of employees

Null Hypothesis (Ho): There is no association between promotion schemes and total years of experience. Alternative Hypothesis (H1): There is an association between promotion schemes and total years of experience.

OBSERVED FREQUENCY Promotion/Experience Fully Satisfied Some What Satisfied Less than 1Yr. 1- 10 Yr. 11- 20 Yr. 21 Above TOTAL 15 7 5 5 32 20 3 5 5 33 Some What Dissatisfied 10 5 1 1 17 10 5 1 2 18 55 20 12 13 100 Fully dis satisfied TOTAL

EXPECTED FREQUENCY Promotion/Experience Fully Some Some What Fully dis satisfied TOTAL

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Satisfied

What Satisfied

Dissatisfied 5 4 2 2 13 5 6 3 3 17 40 20 30 10 100

Less than 1 Yr. 1- 10 Yr. 11- 20 Yr. 21 Above TOTAL

15 7 10 3 35

15 3 15 2 35

Where = Chi-square Oi = Observed Frequency Ei = Expected Frequencies = (Oi-Ei) / Ei

CALCULATION OF CHI SQUARE TEST: Oi 15 Ei 15 (Oi-Ei) 0 (Oi-Ei) 0 (Oi-Ei) /Ei 0

57

20 10 10 7 3 5 5 5 5 1 1 5 5 1 2

15 5 5 7 3 4 6 10 15 2 3 3 2 2 3

5 5 5 0 0 1 -1 -5 -10 -1 -2 2 3 -1 -1

25 25 25 0 0 1 1 25 100 1 4 4 9 1 1 TOTAL

1.66 5 5 0 0 0.25 0.166 2.5 6.66 0.5 1.33 1.33 4.5 0.5 0.33 29.726

Degree of Freedom (df)

df = (r-1)*(c-1) Where, r = number of rows; c = number of columns

58

Here, r = 4; c = 4 So = (4-1)*(4-1) df = 9

0.05 for df is = 16.92 Tabulated Value is 16.919 Calculated Value is 29.726

Here, Calculated Value > Tabulated Value (i.e.) calculated Value is higher than the Tabulated Value. So accept H1 and reject Ho.

CONCLUSION Hence, there is an association between promotion schemes and total years of experience.

WEIGHTED AVERAGE TABULATION FOR WEIGHTED AVERAGE METHOD Aim:- To identify the good job satisfaction factor of this company, using weighted average tool.

59

Factors

Satisfactor y

Neutral

Dissatisfactor y

Score

Encouragemen t Incentives for Growth Working Condition

76

19

15

2.71

51 67 64

38 19 24

11 14 12

2.40 2.53 2.52

FORMULA

X = (W1.X3) + (W2.X2) + (W3.X3) + --------- + (Wn.Xn) / W1 + W2 + W3 + ----- + Wn.

CALCULATIONS OF WEIGHTED AVERAGE METHOD

60

X1 = + (76*3) + (19*2) + (5*1) / 100 = 2.71 X2 = + (51*3) + (38*2) + 11*1) / 100 = 2.40 X3 = + (67*3) + (19*2) + (14*1) / 100 = 2.53 X4 = + (64*3) + (24*2) + (12*1) / 100 = 2.52 X5 = (+ (58*3) + (23*2) + (19*1) / 100 = 2.39

CONCLUSION: From the above table it is found that employees prefer encouragement to the maximum extends than other on the factors company.

61

TABLE NO - 1 TABLE SHOWING AGE GROUPS

62

Age Groups

No. of Respondents

Percentage

20 30 years 31 40 years 41 50 years Above 50 years TOTAL

28 37 25 10 100

28% 37% 25% 10% 100%

INFERENCE

From the above table the majority is 37%of the respondents age group is from31-40 years, 28%of the respondents age group is from20-30 years, 25%of the respondents age group is from 41-50 years, 10%of the respondents age is above 50 years.

CHART NO - 1 DIAGRAM SHOWING AGE GROUPS

63

TABLE NO - 2 TABLE SHOWING MARITAL STATUS

64

Marital Status Single Married TOTAL

No. of respondents 35 65 100

Percentage 35% 65% 100%

INFERENCE:

It is inferred that majority of the employees are married (65%), followed by single (35%).

CHART NO - 2

DIAGRAM SHOWING MARITAL STATUS

65

TABLE NO - 3 TABLE SHOWING EDUCATIONAL QUALIFICATION

Educational Qualifications

No. of respondents

Percentage

66 S.S.L.C H.S.C Diploma I.T.I TOTAL 12 9 30 49 100 12% 9% 30% 49% 100%

INFERENCE: It is inferred from the above table that majority of the respondents are I.T.I(49%),followed by diploma (30%),12% of the respondents are S.S.L.C, and 9%of the respondents are H.S.C in their qualification.

CHART NO - 3 DIAGRAM SHOWING EDUCATIONAL QUALIFICATION

67

TABLE NO - 4

TABLE SHOWING YEARS OF EXPERIENCE

68

Years Of Experience Less than 1 yr 1 10 years 11 20 years Above 21 years TOTAL

No. of respondents 15 18 37 30 100

Percentage 15% 18% 37% 30% 100%

INFERENCE: It is inferred from the above table 37% of the respondents are of 11 20years in their work experience, 30% of the Respondents are of above 21 years,18% of the respondents are of 1-10 years of the respondents are below 1 year in their Work experience.

CHART NO 4 SHOWING YEARS OF EXPERIENCE

69

TABLE NO 5 TABLE SHOWING SUPERIORS MOTIVATION LEVEL

Superiors Motivation Level Strongly Agree

No. of respondents 39

Percentage 39%

70

Agree Moderate Disagree Strongly Disagree TOTAL

33 26 1 1 100

33% 26% 1% 1% 100%

INFERENCE It is inferred from the above table that 39% majority of the workers had strongly agree the superiors motivation level, 33% of the respondent are agree.26% of the respondent are moderate, 1% of them disagree and 1% of them strongly disagree.

CHART NO -5 CHART SHOWING SUPERIORS MOTIVATION LEVEL

71

TABLE NO 6 SHOWING JOB PROMOTION Job Promotion YES No. of respondents 66 Percentage 66%

72

NO TOTAL

34 100

34% 100%

INFERENCE:

It is inferred from the above table 66% of the workers have accepted the job promotion and 34% have not accepted.

CHART NO 6 SHOWING JOB PROMOTION

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TABLE NO - 7

TABLE SHOWING THE VIEW ABOUT MONETARY REWARD

74

Monetary Reward

No. of respondents

Percentage

YES

14

14%

NO

38

38%

INFERENCE: It is inferred from the above table that 14% of the respondents are fully satisfied with monetary rewards, 38% of the respondents are some what satisfied, 16% of the respondents are neutral, 29% of the respondents are some what dissatisfied, and 3% of the respondents are fully dissatisfied respectively.

CHART NO-7 MONETARY REWARD

75

TABLE No: 8 SHOWING COMPLETION OF WORK WITHOUT ANY HESITATION

Completion Of Work Strongly Agree Agree

No. of respondents 45 33

Percentage 45% 33%

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Neutral Disagree Strongly Disagree TOTAL

21 1 100

21% 1% 100%

INFERENCE: It is inferred from the above table 45% of the respondents are strongly agree regarding the completion of work without any hesitation,33% of the respondents are agreed, 21% of the respondents are neutral, and 1% of the respondents are disagree, respectively

CHART NO -8 SHOWING COMPLETION OF WORK WITHOUT ANY HESITATION

77

TABLE NO 9 SHOWING SUPERIORS ENCOURAGEMENT TO COMPLETE THE GIVEN TASK

Superiors Encouragement Strongly Agree

No. of respondents 49

Percentage 49%

78

Agree Neutral Disagree Strongly Disagree TOTAL

33 17 1 100

33% 17% 1% 100%

INFERENCE: From the above analysis 49% of the respondents are strongly agree that superiors encourage the workers to complete the given task, 33% of the respondents agree, 17% of the respondents are neutral, and 1% of the respondents are disagree.

CHART NO - 9

SUPERIORS ENCOURAGEMENT TO COMPLETE THE GIVEN TASK

79

TABLE NO -10 SHOWING IMPROVEMENT OF SKILL & KNOWLEDGE LEVEL Skill & Knowledge Level Very Often No. of respondents 39 Percentage 39%

80

Periodically Necessity Occasionally Never TOTAL

27 17 11 6 100

27% 17% 11% 6% 100%

INFERENCE: It is inferred that 39% of the respondents accept that they very often improve their skill and knowledge, 27% of the respondents accept periodically, 17% of the respondents accept whenever it is necessary, 11% occasionally, 6% never respectively.

CHART NO - 10 SHOWING IMPROVEMENT OF SKILL & KNOWLEDGE LEVEL

81

TABLE NO - 11 SHOWING ENCOURAGING THE MEMBERS

Encouraging The Members

No. of respondents

Percentage

82

Very Often Periodically Necessity Occasionally Never TOTAL

42 29 9 16 4 100

42% 29% 9% 16% 4% 100%

INFERENCE: It is inferred from the table 42% of the respondents accept that they would very often encourage their group members, 29% of the respondents accept as periodically, 9% of the respondents accept as necessary, 16% Occasionally, and 4% Never, respectively.

CHART NO - 11

SHOWING ENCOURAGING THE MEMBERS

83

TABLE NO - 12

SHOWING COMPANYS PROMOTION POLICIES

84

Promotion Policies Fully Satisfied Some What Satisfied Some What Dissatisfied Fully Dissatisfied TOTAL

No. of respondents 38 26 32 4 100

Percentage 38% 26% 32% 4% 100%

INFERENCE: It is inferred from the table 38% of the respondents said that they were fully satisfied with the promotion polices, 26% of the respondents are some what satisfied, 32% of the respondents accept as necessary, 4% Occasionally, and 4% Never, respectively.

CHART NO - 12

SHOWING COMPANYS PROMOTION POLICIES

85

TABLE NO 13 SHOWING RESPONDENTS RECOGNITION OF SKILLS & ABILITIES Recognizing Skills & Abilities No. of respondents Highly Satisfactory Satisfactory 27 34 Percentage 27% 34%

86

Neutral Dissatisfactory Highly Dissatisfactory TOTAL

28 8 3 100

28% 8% 3% 100%

INFERENCE: From the above analysis 34% of the respondents are satisfied with the recognition of skills & ability, 27% of the respondents are highly satisfied, 28% of the respondents are neutral, and 8% of the respondents are dissatisfied, 3% strongly dissatisfied, respectively.

CHART NO - 13

RECOGNITION OF SKILLS & ABILITIES

87

TABLE NO - 14

SHOWING SHARING THE INFORMTION ABOUT THE WORK

88

Sharing Information About The Work

No. of respondents

Percentage

Highly Satisfactory Satisfactory Neutral Dissatisfactory Highly Dissatisfactory TOTAL

14 38 16 29 3 100

14% 38% 16% 29% 3% 100%

INFERENCE: From the above analysis 38% of the respondents are satisfied in sharing information about the work, 29% of the respondents are dissatisfied, 16% of the respondents are neutral, and 14% of the respondents are highly satisfied, 3% highly dissatisfied, respectively.

CHART NO - 14

SHOWING SHARING THE INFORMATION ABOUT THE WORK

89

TABLE NO - 15

SHOWING PARTICIPATION IN DECISION MAKING Participation In Decision Making No. of respondents Percentage

90

Satisfactory Neutral Dissatisfactory TOTAL

54 22 24 100

54% 22% 24% 100%

INFERENCE: From the above analysis 54% of the respondents are satisfied with the decision making in work, 22% of the respondents are neutral, 24% are dissatisfied, respectively.

CHART NO - 15

SHOWING PARTICIPATION IN DECISION MAKING

91

TABLE NO - 16

SHOWING GOOD ATTENDANCE

92

Good Attendance Satisfactory Neutral Dissatisfactory TOTAL

No. of respondents 69 19 12 100

Percentage 69% 19% 12% 100%

INFERENCE: From the above analysis, it is inferred that 69% of the respondents are highly satisfied with the good attendance, 19% of the respondents are neutral, and 12% are dissatisfied, respectively

CHART NO - 16 SHOWING GOOD ATTENDANCE

93

TABLE NO -17 SHOWING SENSE OF DEDICATION & DEVOTION

Sense Of Dedication & Devotion

No. of respondents

Percentage

94

Some Times Always Never TOTAL

41 49 10 100

41% 49% 10% 100%

INFERENCE: From the above analysis 49% of the respondents are always satisfied with the sense of dedication & devotion, 41% of the respondents are sometimes dedicated, and 10% are never dedicated respectively.

CHART NO - 17

SHOWING SENSE OF DEDICATION & DEVOTION

95

TABLE NO -18

SHOWING THINKING REGARDING THE PROGRESS OF THE COMPANY

96

Progress Of The Company Some Times Always Never TOTAL

No. of respondents 47 28 25 100

Percentage 47% 28% 25% 100%

INFERENCE: From the above analysis, 47% of the respondents would sometimes think about the progress of the company, 28% of the respondents would always dedicate, and 25% are never dedicated respectively.

CHART NO 18

DIAGRAM SHOWING THINKING REGARDING THE PROGRESS OF THE COMPANY

97

98

FINDINGS

From the study, the following inferences have been derived.

To identifying 37% of the respondents age group is from 31 40 years. Majority of the respondents are married.

99 It notices the no. of respondents are I.T.I. in this company. To analyzing 37% of the respondents are of 11 20 years in their work experience. To identifying 39% of the respondents Strongly Agree that they get motivation from

superiors level.
Most of the respondents have accepted that job promotion is fair & equitable. To analyzing 38% of the respondents are some what satisfied with the monetary level. Most of the respondents strongly agree that they complete their work without any

hesitation.
49% of the respondents strongly agree that their superiors encourage in completing

the given task

To identifying 39% of the respondents accept as very often they improve their

knowledge & skills.

To analyzing 42%of the respondents accept as very often they encourage their

members.

100 To identifying 38% of the respondents are some what satisfied about the companys

promotion policies.
To identifying 34% of the respondents are satisfactory regarding their recognition of

their skills & abilities.

To analyzing 38% of the respondents are satisfactory that they share informations

about the work.

Most of the respondents are highly satisfactory that they are allowed to participate in

the decision making.

Majority of the respondents are highly satisfactory regarding their good attendance.

To identifying 49% of the respondents are always dedicated & devoted towards their work. To analyzing 47% of the respondents are some times thinking regarding progress of the company.

101

SUGGESTIONS

102

o The employee-employer relationship must be improved in order to motivate them. A Get together programmed has to be arranged once in three months.
o

The management can improve the non monetary reward such as celebrations in the organization &the organization can improve the superior motivation level

o o o

The company needs to improve the monetary benefits for motivation the employees. The organization should improve the promotion policies. The management needs to take appropriate steps to maintain certain motivational factors such as promotion, incentive & working condition.

The organization can provide opportunity in decision making for the low level employees

The employees in the organization should think about the progress of the company.

103

CONCLUSION

104

A study on the motivation of workers in HCL-BPO Company Ltd, was an informative & interesting for the researcher & as well as the company. The main purpose of motivation is to boost up the employees morale and to make the workers perform their work effectively & efficiently.

It is the superiors responsibility to motivate the workers positively. About 95% of the workers are satisfied with the present motivational technique that is followed in the company.

105

106

BIBLIOGRAPHY

SL.NO.

AUTHOR NAME

NAME OF THE BOOK

PUBLICATIONS

TRIPATHY, T.C

Personnel Management

Sultan Chand and Sons, Delhi. 1987. New

GUPTA, C.B

Human Resource Management

Sultan Chand and Sons, Delhi. 2004. New

J.JAYASANKAR

Human Management

Resource Murugam Publications, 2004. For

WILLIAM A.SIMPSON

Motivation Manager.

MEMORIA AND MEMORIA

Personnel Management

6 7

SINGARAVELU PANNIER SELVAM

Quantitative Analysis Quantitative Analysis

107

QUESTIONNAIRES

1. Name

108

a. Designation

b. Age

c. Marital Status

(a) Single

(b) Married

d. Educational Qualification (a) 10th e. Years of Experience

: (b) 12th : (c) Diploma (d) ITI

(a) Below 1 year (b) 1 - 10 years (c) 11- 20 years (d) 21 & above

2. I am being motivated by my superior/supervisor (a) Yes (b) No

3. Job promotion is fair & equitable (a) Yes (b) No

4. I am satisfied with the monetary reward scheme that is followed in my company (a)Fully satisfied (d) Some what dissatisfied (b) some what satisfied (f) fully dissatisfied. (c) Neutral

109

1. I would do my work without any hesitation at any time as the direction giving by

my superior/supervisor. (a) Strongly Agree (b) Agree (c) Neutral (d) Disagree

6. Whenever I am depressed regarding my work I would expect the peers/superior to motivate me in order to complete the given task.
(a) Strongly Agree

(b) Agree

(c) Neutral (d) Disagree

(f) strongly

disagree.

7. I am given a real opportunity to improve my skills & knowledge in my organization. (a) Very often (d) Occasionally (b) Periodically (c) When necessity arises (e) Never

8. I would congratulate the workers for their achievement in the presence of group members. (a)Very often (d) Occasionally (b) periodically (e) Never. (c) When necessity arises

9. I am satisfied with the promotion policies that are followed in my company. (a)Fully satisfied (b) some what satisfied (f) fully dissatisfied. (c) Neutral

(d) Some what dissatisfied

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10. My skills& abilities are recognized and utilized by the company. (a) Highly satisfactory (e) Highly dissatisfactory. (b) Satisfactory (c) Neutral (d) Dissatisfactory

11. My superior/supervisor would arrange for a get together and allow us to share our information regarding the work. (a) Highly satisfactory (b) Satisfactory (e) Highly dissatisfactory. (c) Neutral (d) Dissatisfactory

12. Give suggestion about my motivation project . ..