A STUDY ON DEPARTMENTAL

RISK MANAGEMENT IN THE COMPANY

AT SKYLIGHT BUILDERS PVT. LTD.

ERODE

PROJECT REPORT

Submitted by

KRISHNAMOORTHI.L

Register number: 730517635024

Under the guidance of

Mr. R. MOHANASUNDARAM., MBA, M.Phil.,

Assistant Professor
The final project report submitted to Anna University in partial

Fulfillment for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

(INTEGRATED)
DEPARTMENT OF MANAGEMENT STUDIES

BUSINESS SCHOOL

DEPARTMENT OF MANAGEMENT STUDIES

(Approved by AICTE, New Delhi, Affiliated to Anna University, Chennai)

NH-47, Salem Main Road, Pallakkapalayam, Komarapalayam-637303

Namakkal (Dist.)
APRIL/MAY 2022
 BUSINESS SCHOOL
DEPARTMENT OF MANAGEMENT STUDIES

BONAFIDE CERTIFICATE

This is to certify that the project to “A STUDY ON DEPARTMENTAL RISK

MANAGEMENT IN THE COMPANY AT SKYLIGHT BUILDERS PVT. LTD.

ERODE” is Bonafide record of work done by L. KRISNAMOORTHI, (Reg. No: 730517635024)
submitted in partial fulfillment of the requirements for the degree of MASTER OF
BUSINESSADMINISTRATION INTEGRATED of Anna University, Chennai.

SIGNATURE OF HOD SIGNATURE OF GUIDE

Submitted for the Project Viva – voce examination held on ------------------------

INTERNAL EXAMINER EXTERNAL EXAMINE

 DECLARATION
DECLARATION

Here I declare that this project entitled to “A STUDY ON DEPARTMENTAL RISK

MANAGEMENT IN THE COMPANY AT SKYLIGHT BUILDERS PVT.

LTD ERODE” submitted in Anna University in partial fulfillment of the requirements for the
award of the degree of MASTER OF BUSINESS ADMINISTRATION (INTEGRATED )is a record of original
work done by me during my period of study at Excel Business School, Komarapalayam under the
guidance of Mr. MOHANA SUNDARAM, MBA., M.Phil., Assistant Professor, Excel Business School,
Komarapalayam.

KRISHNAMOORTHI.L

(Reg. No: 730517635024)

I certified that the declaration made above by the candidate is true.

ABSTRACT
 The project entitled “A STUDY ON DEPARTMENTAL RISK
MANAGEMENT IN THE COMPANY AT SKYLIGHT BUILDERS PVT. LTD
ERODE”. This project emphasizes on the importance of risk control in an industry. The
researcher selected a leading builders and developers group known as skylight builders
for the project. This project focuses on the risk management of the various department of
the firm and controlling them individually to achieve the collective goal of the
organization. Risk identification, Risk analysis, Risk response and Risk control are the
areas explained in the project.

Keywords: Risk, Risk Management, organization, industry

ACKNOWEDGEMENT

The gratification and elation of the project would not be completed without
mentioning each and every one who has assisted the task in any place of its development.
First and foremost, I bow out my head before God Almighty who bestowed upon us his
unequalled blessing that imparted us the capability to complete the project in the most
important manner.

I deeply indebted to Prof. Dr. A. K NATESAN, M. Com, MBA, M. Phil.,

Ph.D., FTA, PHF, the chairman of Excel Education Institution for providing an excellent
environment and infrastructure in Excel Institution.

I am extremely grateful to Dr. B. ADHINARAYANAN, MBA, M. Phil.,

Ph. D Head of the Department, Excel Business School and my project guide for her
advice right from the day one which has contributed to great extent to completion of
project.

I would like to express my gratitude to my guide Mr. R.

MOHANASUNDARAM., MBA, M.Phil., Assistant Professor and I would like to
express my gratitude to my parents at this occasion without them I would not have been
what I am today. I am extremely thankful for permitting me to carry out the project and
for providing valuable information regarding the project.
At the successful completion of this project, I would like to express my
sincere thanks to Mr. NOUSHAD CP and the employees and staffs of SKYLIGHT
BUILDERS PRIVATE LTD. Finally, my special thanks to Teachers and Friends for their
valuable suggestions and co-operations for completing this project.

TABLE OF CONTENTS

SL NO. CHAPTER TITLE PAGE

NO. NUMBER

1 1 INTRODUCTION 13

2 1.1 EXECUTIVE SUMMARY 13

3 1.2 INDUSTRY PROFILE 13

4 1.3 COMPANY PROFILE 14

5 1.4 COMPANY HIERARCHY 15

6 1.5 OBJECTIVES 15
7 1.6 PROBLEM STATEMENT 18

8 1.7 SIGNIFICANCE OF STUDY 18

9 1.8 SCOPE 18

10 1.9 LIMITATIONS 18

11 1.10 DURATION 19

12 1.11 RISK MANAGEMENT 20

13 1.12 RISK IDENTIFICATION 21

14 1.13 RISK ANALYSIS 21

15 1.14 RISK RESPONSE 21

16 1.15 RISK CONTROL 21

17 2 LITERATURE REVIEW 22

18 2.1 RISK MANAGEMENT IN SC 25

19 3 RESEARCH METHODOLOGY 26

20 3.1 METHODOLOGY 27

21 3.2 ANALYTICAL TOOLS 29

22 3.3 CALCULATION OF % 29

23 3.4 GRAPHICAL REP. 29

24 3.5 CHI SQUARE TEST21 30

25 4 RISK MANAGEMENT PROCESS 31

26 4.1 IMPORTANCE 32

27 4.2 RISK IDENTIFICATION 32

28 4.3 RISK ANALYSIS 35

29 4.4 RISK RESPONSE 37

30 4.5 RISK CONTROL 39

 31 5 ANALYSIS AND INTERPRETATION 42

32 5.1 MARKETING DEPT. 43

33 5.2 SCHEDULING DEPT. 45

34 5.3 PLANNING DEPT. 47

35 5.4 PROCUREMENT DEPT. 49

36 5.5 CONSTRUCTION DEPT. 51

37 5.6 CHI SQUARE TEST 62

38 6 CONCLUSION 65

39 REFERENCES 69

40 BIBILIOGRAPHY 72

41 APPENDIX 73

LIST OF FIGURES

TABLE TITLE PAGE

NO. NO.

1.1 COMPANY HIERARCHY 13

1.2 RISK MANAGEMENT CYCLE 18

4.1 RISK IDENTIFICATION PROCESS 33

4.2 RISK ANALYSIS PROCESS 35

4.3 RISK RESPONSE PROCESS 37

4.4 RISK CONTROL PROCESS 40

5.1 MARKETIING RISK 44

5.2 SCHEDULING RISK 46

5.3 PLANNING RISK 48

5.4 PROCUREMENT RISK 50

5.5 CONSTRUCTION RISK 51

5.6 JOB SATISFACTION 52

5.7 SAFETY IN WORKPLACE 53

5.8 EXPERIENCE OF PERSONNEL 54

5.9 WAGE STRUCTURE 56

5.10 SHIFT PATTERN 57

5.11 REASONS FOR JOINING 58

5.12 TRAINING 59

5.13 ORIENTATION PROGRAMME 60

5.14 GROWTH OPPORTUNITY 61

LIST OF TABLES

TABLE TITLE PAGE

NO. NO.

5.1 MARKETING RISKS 44

5.2 SCHEDULING RISKS 46

5.3 PLANNING RISKS 48

5.4 PROCUREMENT RISKS 50

5.5 CONSTRUCTION RIKS 51

5.6 JOB SATISFACTION 52

5.7 SAFETY IN WORKPLACE 53

5.8 EXPERIENCE OF PERSONNEL 54

5.9 WAGE STRUCTURE 55

5.10 SHIFT PATTERN 56

5.11 JOINING REASON 57

5.12 TRAINING FACILITY 58

5.13 OREANTATIONS PROGRAMME 59

5.14 GROWTH OPPORTUNITY 60

CHAPTER 1

INTRODUCTION
 INTRODUCTION

Risk Management is the identification, evaluation, and prioritization of risks followed by

coordinated and economical application of resources to minimize, monitor, and control the probability or
impact of unfortunate events or to maximize the realization of opportunities. Risk management’s
objective is to assure uncertainty does not deflect the endeavor from the business goals.

1.1 EXECUTIVE SUMMARY

The project report addresses the assessment of risks involved in the construction and building
industry, in its various departments. As the risks involved in the firm can cause the internal structural
failure and may lead to deviation from actual company goals and objectives. However, quantified
informations about the risks cannot be measured comprehensively, so qualitative analysis of the factors
including risk are measured. A systematic approach is maintained in the project for the better completion
and approval rate.

1.2 INDUSTRY PROFILE

Construction industry involved in delivering buildings, infrastructure and industrial facilities, and

associated activities through to the end of their life. It typically starts with planning, financing,
and design, and continues until the asset is built and ready for use; construction also covers repairs and
maintenance work, any works to expand, extend and improve the asset, and its eventual demolition,
dismantling or decommissioning.

As an industry, construction accounts for more than 10% of global GDP (6-9% in developed

countries) and employs around 7% of the global workforce - over 273m which includes professional
architect, builders, engineers and others . The output of the global construction industry was worth an
estimated $10.8 trillion in 2017 in 2018 was forecast to rise to $12.9 trillion by 2022.

Construction is a major source of employment in most countries; high reliance on small businesses,
and under-representation of women are common traits. Construction is one of the most dangerous
occupations in the world, incurring more occupational fatalities than any other sector in both the United
States and in the European Union. In the US in 2019, 1,061, or about 20%, of worker fatalities in private
industry occurred in construction. In 2017, more than a third of US construction fatalities (366 out of
971 total fatalities) were the result of falls. Proper safety equipment such as harnesses, hard hats and
guardrails and procedures such as securing ladders and inspecting scaffolding can curtail the risk of
occupational injuries in the construction industry. Other major causes of fatalities in the construction
industry include electrocution, transportation accidents, and trench cave-ins.

1.3 COMPANY PROFILE

Skylight is a brand of enterprising young engineers and designers blending innovative ideas with
the latest technology, project planning and construction management. It provides feasible solutions to
any type of design requirements from small scale project to large scale commercial projects. It has
different departments / teams to serve the varying needs of the clients. Each member of the team is
specialized in his/her area of services and dedicated to his/ her profession. Their love for art keeps them
inspired to develop interesting contemporary sensibilities in the architecture.

VISION
Skylight aims to be leading Engineering and Construction company, maintaining high ethical
standard and respect towards its customers, community, employees and stakeholders. We strive for
sustainable growth while providing optimized returns to our shareholders.

MISSION
We strive to be supplier of choice by investing in the development of best practices, continues
improvement and capability enhancement. We aim to develop a diverse range of service through
empowerment of management and staff.

1.4 COMPANY HIERARCHY

 Figure
1.1
Company
hierarchy

SKYLIGHT ENGINEERING AND CONTRACTING PROJECTS

● Govt Higher Secondary School Building Work.

● Pump Station work, PHED ERODE

● Steel Structure and Storage Tank for BCL

● Pipe Spool Fabrication Work.

● Blasting and Painting Work

● Shopping Mall Construction including MEP Work.

● Industrial, surface preparation and protective coating

 ● Road Construction Work

LIST OF CUSTOMERS

● Govt of ERODE

● Water Authority

● RP Group

● BPCL

● Indian Oil

● Indian Railway

● Calicut Airport Authority

● Knowledge city Wayanad

1.5 OBJECTIVES

● To find out the various risks involved in the departments of the company
● Analysis of the various risks
● Taking control measures for meeting department objectives
● Assessing performance after risk control and giving feedback
Risks can come from various sources including uncertainty in financial markets, threats from project
failures (at any phase in design, development, production, or sustainment life-cycles), legal liabilities,
credit risk, accidents, natural causes and disasters, deliberate attack from an adversary, or events of
uncertain or unpredictable root-cause
Effective risk control is one of the critical success factors for achieving the Company objectives (Cost,
Time & Quality/Performance).
Risk is an uncertain event or condition that, if it occurs, has a positive or negative effect on one or more
company objectives

Analyzing and managing all kind of risks including Project related, Technology, financial, asset etc. and
to assess potential impacts of these risks.
Occurrence of these risks should be reported to Executive board of the organization.
To reduce these risks, we should plan and coordinate the roll-out of action plan.
Manage or assist the team to implement all the steps necessary to get rid of the risks, according to the
plan.

In Risk Control mechanism, we focus on following basic issues:

● What can go wrong? (Negative risk or positive Risk)

● What are the impacts of those risks?
● What will be the actions to prevent it?
● Are the risks being monitored? Is there any new risk?
● Are the actions effective?
● If not, then what will be the alternate actions to prevent it? is the alternative actions are effective?

1.6 PROBLEM STATEMENT

Risks in the various departments may lead to overall magnification of the actual company
objectives and may lead to the loss of economic stability and completion of the projects.

1.7SIGNIFICANCE OF THE STUDY

Risk Management is the identification, evaluation, and prioritization of risks followed by

coordinated and economical application of resources to minimize, monitor, and control the probability or
impact of unfortunate events or to maximize the realization of opportunities. Risk management’s
objective is to assure uncertainty does not deflect the endeavor from the business goals. Hence the
importance of the correction of the risks involved cannot be avoided.

1.8 SCOPE OF THE STUDY

 The Scope of the study is to understand the various aspects which lead to attain Organization
objectives such as higher economic and business objectives in construction industry. This study helps in
obtaining sufficient background information regarding the organization and it gives a clear idea about
the risks involved in the organization. This study was to undertaken to understand the different risk
factors exists in the skylight.

1.9 LIMITATIONS OF THE STUDY

Any study conducted will always have its own limitations. A clear understanding of the limitations
of the study will go a long way in arriving at a better solution for the research problem.

The following limitations were encountered during the course of the study:

● Findings are based on the assumption that organization has given right information.
● Many of the respondents were not able to answer all the questions due to lack of time.
● Some of the respondents were not ready to express their real opinion.
● Simple random sampling was followed. So, all the limitations of the random sampling is present
in this study.
● The sample size for the study is also less. This also affected the efficiency of the study and the
samples are collected randomly.
● The researcher inadequacy of experiences also might have influenced the study to an extent.

1.10 DURATION OF THE STUDY

The study was extensively carried out by the researcher during academic time period. It took about
five months to carry out the whole study. The preliminary phase was completed within first few weeks
and the selection of the appropriate company for the project was needed time.
1.11 PRINCIPLE OF RISK MANAGEMENT
 Figure 1.2 Risk Management Cycle

1.12 RISK IDENTIFICATION

Risk Identification is a process for identifying and recording potential project risks that can affect the
project delivery. This step is crucial for efficient risk management throughout the project. The outputs of
the risk identification are used as an input for risk analysis, and they reduce a project manager's
uncertainty. It is an iterative process that needs to be continuously repeated throughout the duration of a
project. The process needs to be rigorous to make sure that all possible risks are identified.
Identification of Project /Department by use of SWOT Analysis.

1.13RISK ANALYSIS (QUALITATIVE)

Prioritizing risks for action by assessing and combining their probability of occurrence and impact.

1.14RISK RESPONSE

Risk response is the process of developing strategic options, and determining actions, to enhance
opportunities and reduce threats to the project's objectives.

1.15RISK CONTROL

The process of implementing risk response plans, tracking the identified risks, and evaluating risk
process effectiveness throughout the project.
 CHAPTER 2

REVIEW OF LITERATURE

REVIEW OF LITERATURE
 In this section, we try to provide an idea about the basics concepts of risk management based on
the literature review. This includes a generic definition of risk, risks management and their method. The
risk: The thematic of risk management is not new, but it is recent and not very studied in logistic chain
(or supply chain), the first work that explicitly addresses for the risk management in the supply chain
dating from 2003.
The risk is present in many activities including the logistic in which one consequence of the risk
that it is increasing and affect around all the logistic networks, therefore the managers need to make a
great deal of effort to identify and manage risks. The meaning of risk can be differ from one person to
another depending on their point of views, attitudes and experience what makes the study of risk more
and more complex.
Aven, proposed a basic risk theory based on brief selected review that over the
Last 15-20 years and he presented the evolution of risk concept in Oxford English Dictionary since
1679, we think that definition followed the environment evolution.
Veland and Ave, proposed the same based classification of risk given by Aven and they used
theses definition to discuss how the risk perspectives influence the risk communication between the
decision-makers, the risk analysts, experts and lay people.
Indeed, for Karimiazari et al, engineers, designers and contactor’s view risk from the
technological perspective, lenders and developers tend to view it from the economic and financial side.
So, the question is: what is a risk? The first answer, the risk is the probability that an event or action may
adversely affect the organization.
For Mazouni, the risk is an intrinsic property of any decision, it is measured by a combination of
several factors (severity, occurrence, exposure to, etc.), although it is generally limited to two factors:
severity and frequency of occurrence of a potentially damaging accidents that incorporate some exposure
factors. In the BS OHSAS 18001 (British
Standard Occupational Health and Safety Assessment Series), the risk is a combination of the
likelihood of an occurrence of a hazardous event or exposures to danger and the severity that may be
caused by the event or exposure. In this context (BS OHSAS 18001), the concept of risk asks two
oriented questions:
1. What is the probability that a particular hazardous event or exposure will actually occur in the
future?
2. How severe would the impact on health and safety be if the hazardous event or exposure
actually occurred?
The risk can be defined as an uncertain event or set of circumstance which, should it occur, will
have an effect on achievement of one or more objectives.
 For Marhavilas et al, the risk has been considered as the chance that someone or something that
is valuated will bead versely affected by the hazard, where the hazard is any unsafe condition or
potential source of an undesirable event with potential for harm or damage.
For Bakr et al, the word “risk” means that uncertainty can be expressed through probability. We
can concluded that the risk is an probabilistic event that can exist and affect the activity of an
organization positively (opportunity) or negatively (hazards). For more definition see. There are several
risks that can be divided into different types according to how its realization will have impacts on the
activity of organization and its environment. For example, and according to Harland et al, risk can be
divided on:
● Strategic risk: affects business strategy implementation.

● Operations risk: affects a firm’s internal ability to produce and supply goods/services.

● Supply risk: adversely affects inward flow of any type of resource to enable operations to take

place.

● Customer risk: affects likelihood of customers placing orders, grouped with factors such as

product obsolescence in product/market risk.

● Asset impairment risk: reduces utilization of an asset and can arise when the ability of the asset

to generate income is reduced.

● Competitive risk: affects a firm’s ability to differentiate its products/services from its

competitors.

● Reputation risk: erodes value of whole business due to loss of confidence.

● Financial risk: exposes a firm to potential loss through changes in financial markets, can also

occur when specific debtors defaults.

● Fiscal risk: arises through changes in taxation.

● Regulatory risk: exposes the firm with changes in regulations affecting the firm’s business such

as environmental regulation.

● Legal risk: exposes the firm to litigation with action arising from customers, suppliers,

shareholders or employees.

2,1 THE RISKS MANAGEMENT IN THE SUPPLY CHAIN

 The concept of risk management in the supply chain has developed rapidly over the recent decades
and has become very important, we can consider, if we refer on Lavaster et al, that the paper of Jutter et
al in 2005 “Supply Chain Risk Management: outlining an agenda for future research” was the first
scientific researcher in the Supply Chain Risk Management (SCRM), furthermore and according to
Fekete, risk management is an area with conflicting terms, and there is a widely acknowledged need for
a critical reflection of its definition, core contents, principles and regulation. According to Lavaster et al,
the first definition of SCRM was given by Juttner 2005, “the SCRM is the identification and
management of risk for the supply chain, through a co-ordinate approach amongst supply chain
members, to reduce supply chain vulnerability as a whole”. The SCRM plays a major role in
successfully managing business processes in a proactive manner.

CHAPTER 3
 RESEARCH METHODOLOGY

3.1 METHODOLOGY OF STUDY

Research according to Clifford woody comprises, “Defining and redefining problems,

formulating hypothesis or suggested solutions, collecting, organizing and evaluating data, making
deductions and reaching conscientious to determining whether they fit the formulating hypothesis”
Methodology is a way of systematically solving the research problems.
Research Methodology is concerned with the ways and procedures that are adopted to conduct
the study regarding the topic or subject.
This includes: -

a) RESEARCH DESIGN

Research design is the conceptual structure with in which research is conducted; it constitutes the blue
print for the collection, measurement and analysis of data.

b) DATA SOURCE

The required data for this project has been collected from two sources; they are: -

● Primary data
Primary data are collected through direct discussions with their managers, administrative officer and
direct and detailed interview of each and every employee or staffs of different sections in each
department.

● Secondary data
The data related to industry and company profiles, its operations and other internal data have been
collected from secondary sources like company records, registers, report, and various journals,
newspapers, websites and other previous studies etc.

c. RESEARCH INSTRUMENT
The research instrument adopted was ‘Questionnaire’. As the survey was more complex in nature,
‘questionnaire’ seemed to be better than ‘schedule’
d. MODE OF RESEARCH
The method of research adopted to find out the risks involved in the organization namely as
skylight. The steps are follows:

⮚ Designing the questionnaire.

⮚ Selecting the samples from employees.

⮚ Executing the questionnaire.

⮚ Comparing answers.

⮚ Conducting personal interview with the respondents

⮚ Collecting the data from secondary sources.

⮚ Analyzing collected data.

⮚ Interpretation of the data collected.

⮚ Presenting the findings and suggestions.

⮚ Stating the conclusion based on the study

e. SAMPLE DESIGN
The process of extracting a sample from a population is called as sampling procedures. The selection
of sampling procedure to conduct the survey depends upon the nature of the study descriptive research
and objective to be accomplished.

f. SAMPLE SIZE
The sample for the study is includes 150 employees who are selected randomly.

g. COLLECTION OF DATA

Data for this study was collected from various persons in the organization with the
help of questionnaire and also by conducting some personal interview.
h. METHOD OF ANALYSIS

In order to extract meaningful information from the data are collected, data analysis conducted using
the questionnaire. The collected data was coded, edited, tabulated in the form of table. The analysis is
mainly conducted by using simple statistical tools like percentage, average etc. charts and diagrams are
also used where ever required

3.2 ANALYTICAL TOOLS

● Percentage
● Chi-square

3.3 CALCULATION OF PERCENTAGE

Percentage (%) = No. of respondents *100

Total sample size

3.4 GRAPHICAL REPRESENTATION PROGRAMS

● Bar diagram MS. Word

● Tables MS. Excel

3.5 CHI-SQUARE TEST

Chi-square test is one of the important nonparametric tests that is used to compare more than two
variables for a randomly selected data. The expected frequencies are calculated based on the condition of
null hypothesis. The rejection of null hypothesis is based on the differences of actual value and expected
value.
 CHAPTER 4
RISK MANAGEMENT PROCESSES FOR RISK
CONTROL
RISK MANAGEMENT PROCESSES FOR RISK CONTROL

4.1 WHY CONTROL RISK IS IMPORTANT IN THE PROJECT?

Project controls are the data gathering, management and analytical processes used to predict,
understand and constructively influence the time and cost outcomes of a project or program; through the
communication of information in formats that assist effective management and decision making.

Following are the benefits from project Risk Control process

• Increase possibility of achieving the project objectives.

• Improve the possibility of identification of opportunities and threat

• Comply with legal and regulatory requirements.

• Improve reporting system

• Improve governance

• Improve stakeholder confidence and trust

• Establish reliable basis for decision making and planning

• Improve controls

• Improve operational effectiveness and efficiency

• Enhance health & safety performance, as well as and environmental performance.

• Minimize losses

• Improve organizational learning

• Improve the possibility of identification

• Improve employee engagement

[Reference: ISO 31000:2018- Risk Management-Principles and guidelines]

4.2 RISK IDENTIFICATION

 The objective of risk identification is to identify all possible risks, not to eliminate risks from
consideration or to develop solutions for mitigating risks—those functions are carried out during the risk
assessment and risk mitigation steps.

Flow Chart of Risk Identification Process:

Figure 4.1 Flow Chart of Risk Identification Process

[Reference: PMI (Project Management Institute), 2013. A guide to the project management body of
knowledge: PMBOK. 5th Edition.]

Project risks were identified after study and analyzing the following taking into consideration of
project/organization context.
● Scope of work
 ● Similar previous projects dossier
● Project objectives
● Skylight Management System procedures
● Project specifications and client standards
● Scope baseline & WBS
● Planning Package
● MTO list
● Stakeholder requirement

During the risk identification process, following techniques were used:

● Brainstorming with the project team
● Root Cause Analysis
● SWOT Analysis
● Expert Judgment (SME-senior project managers, technical expert and unit head).

Through SWOT Analysis Risk identification to be carried out in all department and Projects as well.
Emphasizes were given for early identification of risks so that sufficient time is in hand to control the
project risks.
It was consciously decided that each project risks should be linked to at least one of the project
objectives.
Risk register was the main output of the risk identification process.
Risk Id (identification), description of risk event, effect and risk owner was identified and filled up in the
risk register after carrying out the during the risk identification exercise.
Focus on actual risk rather than non-trivial risks were given during the risk identification process.
Cause & effect relationship (risk event and effect) was applied to avoid for the unambiguous risks and
better clarity and description of project risks.
During the identification of process, both negative risk (threat) and positive risks (opportunity) were
considered.
4.3 RISK ANALYSIS

Qualitative Risk analysis was carried out due to rapid and cost-effective means and to reduce the
level of uncertainty.

Flowchart of Risk Analysis Process

 Figure 4.2 Flow chart of risk analysis process

Risk rating and risk ranking for the individual risk was done as per Risk Matrix (Probability x Impact) as
described in the Figure 4.1.

Individual risk was evaluated for the probability of occurrence of each risk and their impact on schedule,
cost and quality/performance.

4.4 RISK RESPONSE

Possible actions were evaluated and determined appropriate response actions against the
individual risk.

Flowchart of Risk Response Process

 Figure 4.3 flow chart of risk response process

Risk Response Strategy for negative risks (threat) was identified out of four following strategies.

● Avoid

Actions to eliminate threat (negative risk) or protect from its impact. Example: Extending the project
schedule or reducing the scope of the project.

● Transfer

Shift the impact of a threat to third party but have joint ownership of the response. Generally, when the
organization does not have the capability to carry out the work.

● Mitigate

Actions to reduce the probability of occurrence or impact of a risk. Reduce to an acceptable risk
threshold limit.
● Accept

Acknowledge the risk and take actions only if the risk occurs.
Example: Use contingency reserve (time, cost, money or resources) to handle the risk, when it arises.
Risk Response Strategy for positive risks (opportunity) was identified out of four following strategies.

● Exploit

Wishes to ensure that opportunity is realized. Example: Get bonus from the customer by completion of
work ahead of the schedule.

● Enhance

Increase the probability of occurrence of opportunity and/or increase the positive impacts of an
opportunity.

● Share

Sharing opportunity to a third party who is in a best position to capture the opportunity for the benefit of
the project.

● Accept

Not taking proactive action but willing to take advantage of the opportunity if it arises.

[Reference: PMI (Project Management Institute), 2013. A guide to the project management body of
knowledge: PMBOK. 5th Edition.]

Strategies for threats, strategies for opportunities and expert judgement techniques were used for the
determination of risk responses.
Corresponding risk responses actions against each project risk were assigned to the specific risk owner.

Risk Response plan was determined taking into following considerations:

● Communication of Risk response plan to concerned stakeholders and their acceptance.
● Clear role and responsibility of risk owner regarding the particular risk.
● Agreed upon the completion of risk response actions.
● Communicate risk register to the top management and approval of resources, budget and time.
● Optimized risk response plan agreed by the concern stakeholders.
Risk owner monitors the status of the risk, effectiveness of risk response action/plan and plan for
additional actions if risk response action is not effective.

Update the risk register by adding up the followings:

● Risk response strategy
 ● Agreed risk response actions
● Risk Owner
● Action Start date
● Forecast /completion date

4.5RISK CONTROL

Implementation of risk responses, tracking of identified risks, residual risks, identification of new risks,
and evaluation risk process effectiveness is in process and to be continued throughout the project
duration.

Flow Chart of Risk control Process

Figure 4.4 flow chart of risk control process

Objective of Risk control process:

● Tracking of identified risk (Open or closed)

● To monitor the residual risk/ post risk response risk.
● To determine if risk responses are effective.
● If risk responses are not effective, then determine the new agreed risk response plan.
● To confirm that risk responses are implemented as planned.
● To monitor the project for new risks.
● To determine the risk exposure.
● Review of the risks and communicated to all relevant stakeholder.
Project dashboard report, project KPI/objective status and other required project documents are analyzed
during the risk control process.
Reassessments of risks, closing of outdated risks, new identified risks are reviewed during the regular
risk status & risk reassessment review.

After the risk control process, WCR/revised risk response plan are determined to control the risk of the
project.

CHAPTER 5

ANALYSIS AND INTERPRETATION

 ANALYSIS AND INTERPRETATION

The risks involved in the organization are mainly concentrated in the major five departments in the
company. Hence the project only explains the five major departments and the analysis of the risks in
those departments only. The departments are marketing department scheduling department, planning
department, procurement department, construction department. Hence, as a part of this project the
researcher developed employee questionnaire as well as systematic data for the complete explanations
and interpretation of the risk management idea.

5.1 MARKETING DEPARTMENT

The Marketing Department plays a vital role in promoting the business and mission of an
organization. It serves as the face of your company, coordinating and producing all materials
representing the business. It is the Marketing Department's job to reach out to prospects, customers,
investors and/or the community, while creating an overarching image that represents your company in a
positive light.
 
Marketing Department functions may include one or more of the following:

● Conducting campaign management for marketing initiatives.

● Producing marketing and promotional materials.
 ● Pricing of the products in a systematic manner.
● Monitoring and managing contemporary trends.
● Producing internal and external communications.

Major risks in the marketing department are detailed below;

● Brand perception
● Marketing and promotional knowledge
● Marketing strategy
● Proper channel management
● Internal communication
● Financial Backup
● Pricing of the products and service

Marketing Risk Percentage of

impact

Brand Perception 27

Financial Backup 13

Marketing Strategy 20

Communication 14

Channel management 21

Others 5

Table 5.1 Marketing risks

 Marketing risks
30%
27%
25%
21%
20%
20%

15% 14%
13%

10%

5%
5%

0%
Brand Per- Financial Backup Marketing Communication Channel Others
ception Strategy Management

Marketing risks

Figure 5.1 Marketing risks chart

Interpretation;

Major marketing risk is brand perception which accounts to about 27 percentage of the total
risks. When the brand is not well into the community the value is not held properly and it may cause
reduced market share and under achievement.

5.2 SCHEDULING DEPARTMENT

A scheduling department is responsible for ensuring and providing office support, and exercising
administrative duties such as maintaining the calendar, work scheduling, employee scheduling,
scheduling appointments, making travel plans, organizing meetings, and planning conferences, and
performing other scheduling administrative functions.

In other words, a scheduling department refers to one who is responsible for providing support,
guidance, and direction to schedule administrators, ensuring that local data applicable to the production,
management, and maintenance of effective and efficient schedules is well overseen and accurately
maintained.

Other tasks include providing exceptional customer service while assisting clients with event
preparation; training, supervision, and necessarily disciplinary action on errant event staff. Scheduling
department complete multiple tasks while adhering to strict deadlines, developing process improvements
in order to boost efficiency and productivity levels.

Major risks in the scheduling department;

● Schedule creation (Delay) Risk

● Organizational involvement

● Communication to customers

● Development environment

● Personnel factors

● Process information

Scheduling Risks Percentage

Schedule creation 30

Customer Communication 37

Process information 24

Others 9

Table 5.2 Scheduling risks

 Sales
9%

30%

24%

37%

Schedule Creation Customer Communication

Process Information Others

Figure 5.2 Scheduling risks Schematic chart

Interpretation:

The major risk associated with the scheduling department is proper communication with the end
customer which accounts for about 37%. The scheduling department must hold space for late
adjustments from the customer according to the varying construction environment.

5.3 PLANNING DEPARTMENT

One way that owners and their project team drive down risk to an acceptable level is through
project planning. You may have heard of or even implemented planning in other areas of your life.
Planning is one way that we can break down large tasks into smaller chunks that taken together move us
towards our final goal.

Project planning services for construction projects achieve much of the same goal. Construction project
planning breaks down the complex moving parts of construction projects into a realistic and
actionable building plan. The importance of project planning for construction projects cannot be
understated. While all construction projects and services involve some type of planning, as projects grow
in scale and scope the plan that supports them becomes increasingly important.

planning is the act of creating a development plan for a construction project. In general, the goals of a
construction project plan are as follows:
 ● Define the work tasks of each entity involved in the project.

● Illustrate the relationship between different work tasks and the individual entities that are
performing those tasks.

● Make decisions about which technologies will be used to bring about the successful completion
of the project.

● Provide a comprehensive assessment of all resources required to complete a project.

● Use the plan to arrive at a timeline and budget for the project.

Risks in the planning department include;

● Knowledge of the personnel

● Communication
● Information about the environmental factors

Planning risk Impact percentage

Knowledge 27

Communication 24

Legislation 18

Resource availability 22

Others 9

Table 5.3 Planning Risk

 Planning Risk
30%

25%

20%

15%
27%
24% 22%
10%
18%
5% 9%

0%
Knowledge Communication Legislation Resource availability Others

Planning Risk

Figure 5.3 Planning risk Representation

Interpretation:

Knowledge of the planning engineer has a 27 percentage of the risk impact in the planning phase
and hence the planning process should be done with very skilled personnel

5.4 PROCUREMENT DEPARTMENT

One of the crucial activities in an organization is the procurement function which must be
conducted effectively and efficiently. Companies are beginning to understand the potential that their
supply chains and procurement divisions contribute to their profitability. Effective procurement helps to
streamline processes, reduce raw material prices and costs and identify better sources of supply, thus
improving organizational efficiency.

One of the most important functions of the procurement department is to purchase goods,
services or works from external sources. It plays a vital part in the company’s overall business strategy
as it requires strategic planning to acquire these things at the best possible cost. It should procure from
the right source at the right time the right quality of materials in the right quantity. Procurement
professionals with their skills to negotiate should be able to negotiate the best deal for the company. 

The procurement department must ensure that it is meeting with all company objectives and
compliance requirements. The promised deliveries by the vendors should be tracked to see if the
invoices are approved and paid in a timely manner. It must also keep track of all goods and services
ordered and received and maintain inventory records accurately along with details on performance,
delivery, and pricing.
Risks involved in the procurement department

● Purchase Price
● Quantity and Quality of the product
● Availability of the Items
● Delivery of the Items
● Spending Pattern analysis
● Contract Management

Procurement risk Impact

Percentage

Purchase price 28

Quantity and Quality of product 29

Availability of the items 20

Delivery of the item 16

Contract management 7

Table 5.4 Procurement risk

 Procurement risk

20%
28%

7%

16%

29%

purchase price Quantity and Quality Delivery

Contract management Availability of itam

Figure 5.4 Procurement risk diagram

Interpretation:

Since procurement stage is an important step in the project, it is to be taken care with utmost focus. From
the graph we can see that both purchase price and quantity and quality of product. They both take up to
57 percent of the total risk impact.

5.5 CONSTRUCTION DEPARTMENT

The construction department, being a final stage of the construction project is an important stage.
The construction department consists of project managers, project engineers, supervisors and ground
level employees. So, taking care of risks is hefty process and yet has an important role.

Construction phase risks are often down to these types;

● Job satisfaction
● Experience of employees
● Supervision
● Safety of workplace

Construction risk Impact

percentage
 Job Satisfaction 25

Experience 23

Supervision 16

Safety of Workplace 18

Quality of Materials 12

Others 6

Table 5.5 Construction Risk

Construction Risk
30%

25% Figure 5.5

20%
Construction
Risk
15%
25%
23%
10%
18%
16%
12%
5%
6%
0%
Job Satisfaction Experience Supervision Safety Quality of Materials

Construction Risk

Interpretation:

In construction risks, Job satisfaction and experience came as the main talking points and hence it
is more important to control those risks in favor of the company objective.

Further, the researcher made a questionnaire about personnel factors of the work place which can
be made to improve the company efficiency and performance. These are the
JOB SATISFACTION:

Fully Satisfied Partially Satisfied Neutral dissatisfied

No. of People 60 30 15 45

Percentage 40% 20% 10% 30%

Table 5.6 Job satisfaction

0.4
0.35
0.3
0.25 Series3
40%
0.2 Series2
30% Series1
0.15
20%
0.1
10%
0.05
0
fully satisfied partiall satisfied neutral dissatisfied

Figure 5.6 Job Satisfaction

Interpretation:

Out of the sample size of the construction workers 40 percent of the people responded as fully
satisfied 20% of respondent were satisfied 15% of respondent were neutral and 30% of were dissatisfied.
SAFETY IN WORKPLACE:

Is Adequate Safety No. of Respondents Percentage

ensured?

Highly satisfied 54 36

Satisfied 30 20

Neutral 54 36

Dissatisfied 12 8

Total 150 100

Table 5.7: SAFETY IN WORKPLACE

0.4
0.35
0.3
0.25
0.2
36% 36%
0.15
0.1 20%
0.05 8%
0
highly satisfied satisfied neutral dissatisfied

Figure 5.7 Safety in workplace

Interpretation
From the selected employees for the questionnaire 36 percent of them responded are highly satisfied 20
percent of them are satisfied 36 percent were neutral and only 8 percent employees are dissatisfied.

EXPERIENCE OF PERSONNEL

Experience No. of Employees Percentage

0-1 years 26 26%

1-5 years 55 55%

More than 5 years 19 19%

Table 5.8 Experience of the Personnel

Series 1
60% 55%
50%
40%
30% 26%
19%
20%
10%
0%
0 to 1 1 to 5 5+

Series 1

Figure 5.8 Experience of personnel

Interpretation:

In the company most of the workers are experienced between 1 to 5 years and they are up to 55
percent of the total workforce.
INCREMENT IN WAGE STRUCTURE

INCREMENT IN NO. OF PEOPLE PERCENTAGE

WAGE

Highly satisfied 60 40

Satisfied 75 50

Neutral 15 10

Dissatisfied 0 0

Total 150 100

Table 5.9 Wage structure

WAGE STRUCTURE
0.6
0.5
0.4
0.3
50%
0.2 40%
0.1
10%
0 0%
highly satisfied satisfied neutral dissatisfied

Figure 5.9 Wage structure

Interpretation

Out of the respondents only 40 percent stated that highly satisfied 50 percent are satisfied and 10 percent
were only neutral opinion.
SHIFT PATTERN DIFFICULTY

SHIFT PATTERN NO. OF RESPONDENTS PERCENTAGE

DIFFICULTY

Highly satisfied 63 42

Satisfied 60 40

Neutral 9 6

Dissatisfied 18 12

Total 150 100

Table 5.10 Shift pattern

0.45
42%
0.4 40%0

0.35

0.3

0.25 Series3
0.2 Series2
Series1
0.15
012%
0.1

0.05 06%

0
highly satisfied satisfied neutral dissatisfied

Figure 5.10 Shift pattern

Interpretation

From the above table it is inferred that 42% of respondent were highly satisfied with the shift
system and 12% of respondent were dissatisfied with the present shift system.
REASONS FOR JOINING THE FIRM

SL NO. REASONS NO. OF PERCENTAGE

PEOPLE

1 GOODWILL 18 12%

2 JOB SECURITY 30 20%

3 WORK CULTURE 30 20%

4 DISCIPLINE 30 20%

5 GROWTH OPPORTUNITY 30 20%

6 PERSONAL REASON 12 8%

TOTAL 150 100%

Table 5.11 Reason For joining

REASONS
25%

20% 20% 20% 20%

20%

15%
12%
10%
8%

5%

0%
GOODWILL JOB SECURITY WORK CULTURE DISCIPLINE GROWTH PERSONAL

REASONS

Figure 5.11 Reasons for joining

TRAINING FACILITY

TRAINING FACILITIES NO. OF PERCENTAGE

RESPONDENTS

Highly satisfied 120 80%

Satisfied 30 20%

Neutral 0 0

Dissatisfied 0 0

Total 150 100

Table 5.12 Training facility

TRAINING

20%

80%

Figure 5.12 Training Facility

Interpretation

From the above table it is inferred that 80% of the respondents are highly satisfied in the training
facilities and 10% of the respondents are satisfied in the training facilities provided by the company

RECEIVED PROPER EMPLOYEE ORIENTATION PROGRAMME

 RECEIVED PROPER NO. OF RESPONDENTS PERCENTAGE
ORIENTATION

YES 120 80%

NO 30 20%

Table 5.13 Orientation Programme

TRAINING
45
40%
40

35

30

25

20

15
10%
10

0
YES NO

TRAINING

Figure 5.13 Orientation Programme

Interpretation:

From the above table it is inferred that 80% of the respondent received proper employee
orientation and 20% of the respondent are not received proper employee orientation programme.

PROMOTION AND GROWTH OPPORTUNITY

 PROMOTION AND
GROWTH
NO. OF RESPONDENTS PERCENTAGE
OPPORTUNITY

YES 99 66%

NO 51 34%

Table 5.14 Growth opportunity

GROWTH OPPORTUNITY
70% 66%

60%

50%

40%
34%
30%

20%

10%

0%
YES NO

GROWTH OPPORTUNITY

Figure 5.14 Growth opportunity

5.6 CHI SQUARE TEST

1. ASSOCIATION BETWEEN JOB SATISFACTION AND WAGES AND SALARIES

Hypothesis
Alternative Hypothesis H1: There is no a significant association between risk& job satisfaction

Null Hypothesis H0: there is a significant association between wage & job satisfaction.

OBSERVED N EXPECTED N RESIDUAL

YES 135 25.0 20.0

NO 15 25.0 -20.0

150

OBSERVED N EXPECTED N

SATISFIED 84 16.7 11.3

PARTLY 54 16.7 1.3

NOT SATISFIED 12 16.7 -12.7

150

RECEIVED WAGES JOB SALARIES

CHI SQUARE 32.000a 17.44b

Df 1 2
 ASYMP. SIG. .000 .000

a. 0 cells (0.0%) have expected frequencies less than 5. The minimum expected cell
frequency is 25.0.
b. 0 cells (0.0%) have expected frequencies less than 5. The minimum expected cell
frequency is 16.7.

INTERPRETATION

From the result it is revealed that there is a significant relationship found between the Received wages and
salaries & Job satisfaction as the P valve is statistically significant at 1% level of significance.

2. ASSOCIATION BETWEEN SAFE CONDITION AND JOB SATISFACTION

Hypothesis
Alternative Hypothesis H1; There is no a significant association between safety & job satisfaction

Null Hypothesis H0; there is a significant association between safety& job satisfaction.

OBSERVED N EXPECTED N RESIDUAL

YES 126 25.0 17.0

NO 24 25.0 -17.0

150

ADEQUATE WORKING JOB SATISFACTION

CONDITION

CHI SQUARE 23.12a 17.44b

 Df 1 2

Asymp. Sig. 0.000 0.000

a. 0 cells (0.0%) have expected frequencies less than 5. The minimum expected cell
frequency is 25.0.
b. 0 cells (0.0%) have expected frequencies less than 5. The minimum expected cell
frequency is 16.7.

INTERPRETATION

From the result it is revealed that there is a significant relationship found between the Adequate working
condition & Job satisfaction as the P valve is statistically significant at 1% level of significance
 CHAPTER 6

FINDINGS, SUGGESTIONS AND

CONCLUSIONS

FINDINGS

The following findings are based on the study which was carried out at Skylight builders pvt ltd to
find out risk management in the company the study was conducted by survey method and data was
collected by using a structured questionnaire and the collected data was analyzed and interpreted. The
outcomes of the study can be summarized as follows:

1. It was found that 92%of the employees are satisfied in the present job. This indicates highly job

satisfaction. 

2. It was found that 90% of the employees are received wages and salaries correctly.                                

3. 90% of the employees are satisfied in the shift pattern provided by the company.                                   

4. Working condition in SKYLIGHT was excellent. All the employees were getting adequate

working condition. 
 5. It was found that 90% employees are satisfied in the training facilities provided by the company. 

6. Job security, organization culture, discipline system, growth opportunity was found to be the

most attracting factors for employees to join SKYLIGHT. 

7. It was found that 80% of employees were receiving proper orientation and also they were getting

opportunities to develop and use their skills. It shows that the company has excellent Human

Resource Management. 

8. A large majority of employees said that health and safety measures provided by the company are

not good. 

9. Majority of the employees getting full appreciation for work done. 

10. Majority of the employees were getting proper promotion and growth opportunity.                             

11. It was found that there was a good employee- management relationship and employee trade

unions relationship. 

12. Majority of the employees satisfied for getting sufficient leave from the company.                              

13. Employees are also getting opportunities for developing their career.

14. Majority of employees getting opportunity to develop and use skill.

15. Majority of the employees were receiving sufficient guidance from their superiors for performing

their job

SUGGESTIONS

Based on the findings of the departments survey, the researcher opinion that SKYLIGHT need to
make improvement in the following area

1. the management focus on the experience employees to the filed because it is the backbone
area in our company
2. Government and some financial institutions provide the health safety systems. The system
provides the employees
3. register on the insurance schemes
 4. Safety measures should be improved. The safety committee's important role in the
construction of protective jackets, glow etc. should be given to workers and give training
for safety

CONCLUSIONS

In today's context companies are making efforts for a better climate in our industries. The
major objective of study was to find handle of risks in management (skylight builders pvt ltd) at
Calicut district.

In the company emphasis is to be given towards the routine activity as per the requirement.
In order to management reduce the risks in various department for the further purpose and making
better goodwill. The objective of study was not only to find out the risk management systems of
skylight but also to evaluate how employees view about different departments of skylight and
understand the future expectations of employees from skylight.

Risk Management is the identification, evaluation, and prioritization of risks followed by

coordinated and economical application of resources to minimize, monitor, and control the
probability or impact of unfortunate events or to maximize the realization of opportunities. Risk
management’s objective is to assure uncertainty does not deflect the endeavor from the business
goals.
 BIBILIOGRAPHY

BOOKS, JOURNALS AND PERIODICALS

● Dr. Gupta C. Human Resource Management, Sultan C hand and Sons, New Delhi,

2004. 

● Rakesh Chopra, Human Resource Management, U.K Publishing 2 edition New

Delhi, 2004. 

● Kothari C.R, Research Methodology, New Age International Private Ltd, New

Delhi, 2004
.  
WEB SITES

● www.SKYLIGHT.com
● www.hrm.com
● www. welfare.com
● www.google.com
● www.wikipedia.com
APPENDIX
QUESTIONNAIRE ON THE STUDY DEPARTMENTAL RISK MANAGEMENT
AT SKYLIGHT BUILDERS, CALICUT

Sir/madam

I am Afzal Rahman from excel business school, komarapalayam. As part of my curriculum, I am

undertaking a study on departmental risk management. So, I request you to fill up the questionnaire
attached here.

Personal Information

1. Name:
2. Age :
3. Gender       male          female
4. Place
5. Educational qualification:
6. Marital status
7. Experience
8. Nature of the work
9. Salary or wage package

CONSTRUCTION DEPARTMENT

10.Are you providing with adequate working condition?

a) Yes
b) No
11. Are you satisfied with the present job?
a) Highly satisfied    
b) Satisfied
c)Neutral
d)Dissatisfied
e) Highly dissatisfied

12. Do you feel you are doing the job according to your job
Profile?
a) Highly satisfied    
b) Satisfied
c) Neutral
d) Dissatisfied

13. Do you finish every work assigned to you with the time?
a) Highly satisfied    
b) Satisfied
c) Neutral
d) Dissatisfied
  

14. Do you require the guidance from your superior?

a) Highly satisfied    
b) Satisfied
c) Neutral
d) Dissatisfied

15. Do you feel your needs training to perform your work?

 a) Highly satisfied    
b) Satisfied
c) Neutral
d) Dissatisfied

16. How do you feel competency mapping helps you to do manpower planning?
a) Highly satisfied
b) Satisfied
c) Neutral
d) Dissatisfied
e) Highly dissatisfied   

17. Do you perform competency mapping regularly in your company?

a) Highly satisfied    
b) Satisfied
c) Neutral
d) Dissatisfied

18. Do you need additional persons in this working area?

a) Highly satisfied    
b) Satisfied
c) Neutral
d) Dissatisfied

19. Are you satisfying with adequate working condition?

a) Highly satisfied

b) Satisfied

c) Neutral

d) Dissatisfied
 e) Highly dissatisfied       

20. The overtime duty or extra working time company provide other benefits or not?

a)   Highly satisfied    
b) Satisfied
c) Neutral
d) Dissatisfied
    

21. You informed any issues or risk in your supervisors?

a) Yes
b) No

22.    Are you suggesting for reducing risk management?

a) Highly satisfied    
b) Satisfied
c) Neutral
d) Dissatisfied

PLANNING DEPARTMENT

23. What is the main risks facing in planning department?

a) knowledge of construction
b) legal issues
c) communication gap
d) resource availability

24. Is there any opportunity for developing your career in skylight?

 a)   Highly satisfied    
b) Satisfied
c) Neutral
d) Dissatisfied

MARKETING DEPARTMENT

25. What is the current trend in customer immediately applicable

Adds?
a) Online marketing
b) Direct communications
c) Others

26. Skylight marketing is the site convincing system this time you faced on any struggle
or delay?
a) Highly satisfied    
b) Satisfied
c) Neutral
d) Dissatisfied
SCHEDULING DEPARTMENTS

27.What is the major risk in this department?

a) Schedule creations
b) customer communications
c) process information
28. Are you satisfied with the training facility in this company?
a) highly satisfied
b) satisfied
c) neutral
d) dissatisfied
e) highly dissatisfied