Description
Facility Management means all the services provided to the employer for smooth functioning of the organization. It includes Housekeeping, Transport, Electrical Maintenance, Plumbing, Carpentry, Security, Canteen, Building Maintenance, Pest control, Laundry, Travel arrangements, and is in general. Apart from this any work related to employee welfare and administration will fall under facility management. In some organization, statutory compliance with regard to contract labor also comes under facility management. Further intraction with Govt.officials like ESIC, PF, Lab our department, Factory inspectorate, Police officials also comes under facility management.
A STUDY ON ADMINISTRATION & FACILITY MANAGEMENT
AT
CMS INFOSYSTEMS PVT LTD (BANGALORE)
PROJECT REPORT
BY
NAMES REGISTER NO:
P.BALAMURUGAN NG 81493
UNDER THE GUIDANCE OF
M!. ANIT"A MALISETTLY MBA
SUBMITTED IN THE PARTIAL FULFILMENTS OF THE
REQUIREMENTS FOR THE AWARD OF
BAC"ELOR OF BUSINESS ADMINISTRATION
(#$1$%#$11)
GURU NANA& COLLEGE
VELAC"ERY
C"ENNAI % '$$ $4#.
1
DEPARTMENT OF BUSINESS ADMINISTRATION
BONAFIDE CERTIFICATE
This is to certi! th"t this Pro#ect Re$ort is the %o&"i'e (or) o
M.P.BALAMURUGAN. Reg. No. NG81493 (ho c"rrie' o*t the
$ro#ect e&tit+e' (ADMINISTRATION & FACILITY
MANAGEMENT) *+ CMS INFOSYSTEMS PVT LTD
(BANGALORE) "s " $"rti"+ *+i++,e&t o B -B-A III !e"r or the
"c"'e,ic !e"r-
P,-%I.%C/*01 P2.324*5
"1*6 ,- +/1 D14*+71.+
S8972++16 -, V2:* V,31 E;*72.*+2,. /156
,.<<<<<<<<
<<<<<<<<<
I.+1.*5 E;*72.1 E;+1.*5 E;*72.1
.
GUIDE CERTIFICATE
This is to certi! th"t the $ro#ect *&'ert")e& %!
M.P.BALAMURUGAN. R10. N,. NG81493 (ho c"rrie' o*t
the $ro#ect e&tit+e' (ADMINISTRATION & FACILITY
MANAGEMENT) *+ CMS INFOSYSTEMS PVT LTD
(BANGALORE) "s " $"rti"+ *+i++,e&t o B -B-A III !e"r ("s
$eror,e' *&'er ,! /*i'"&ce "&' to the %est o o*r )&o(+e'/e-
M!. ANIT"A MALISETTLY MBA
0
DECLARATION
I ", M.P.BALAMURUGAN. R10. N,. NG81493
%o&"i'e st*'e&t o B-B-A-1 III !e"r1 GURU NANA& COLLEGE1
Che&&"i 'ec+"re th"t the $ro#ect e&tit+e' (ADMINISTRATION &
FACILITY MANAGEMENT) *+ CMS INFOSYSTEMS PVT
LTD (BANGALORE) i& the $"rti"+ *+i++,e&t o B-B-A-1
De/ree1 U&i2ersit! o M"'r"s1 is ,! o(& (or) "&' is &ot or,e'
o& the %"sis or the "("r' o the tit+e to "&! c"&'i'"te to "&!
*&i2ersit!-
Mr- P- BALAMURUGAN
3
AC&NO=LEDGMENT
We "re i&'e%te' to ,"&! $eo$+e or the s*ccess*+ co,$+etio& o
this $ro#ect "&' (o*+' +i)e to t")e this o$$ort*&it! to "c)&o(+e'/e the
eort $*t orth %! the, o& o*r %eh"+ "&' "+so th"&) the, i& "ssisti&/ o*r
to 'o this $ro#ect i& s*ch " /oo' ,"&&er-
We (o*+' +i)e to e4te&' o*r he"rt! th"&)s to o*r res$ecte'
$ri&ci$"+1 D MARLIN JO"N MORAIS> *.6 P,-%I.%C/*01> P,-.
T.RAVI&UMAR.M.C,7.> M.P"IL> B.L.> *.6 "OD MR.
SUBRAMANIYAN M!3. For /i2i&/ *s "& o$$ort*&it! to *&'er/o this
$resti/io*s co*rse or their i&2"+*"%+e /*i'"&ce "&' e&co*r"/e,e&t i& the
s*ccess*+ co,$+etio& o this $ro#ect-
We e4te&' o*r 'ee$est /r"tit*'e "&' th"&)s +, M!. ANIT"A
MALISETTLY MBA> F"c*+t! /*i'e De$"rt,e&t o BBA1 G*r* N"&")
co++e/e1 Che&&"i or their "ssist"&ce i& o*r co,$+etio& o the $ro#ect-
We "re /r"te*+ +, M!. D114* MBA (*672.2!+*+2,. *.6 -*3252+?
7*.*0171.+ 2. 37! 2.-, !?!+17! P:+ 5+6) *.6 ,+/1 1745,?11! ,-
CMS INFOSYSTEMS PVT LTD i& (hich I h"' 'o&e o*r $ro#ect (or)
"&' other st"s i& GURU NANA5 COLLEGE i&c+*'i&/ the Li%r"ri"&
(ho (ere s*$$orti2e i& o*r three !e"rs o B-B-A co*rse-
We o(e o*r si&cere /r"tit*'e "&' i&'e%t to ,8 4*1.+! or their
e&co*r"/e,e&t "&' s*$$ort or %oth t")i&/ *$ the three !e"rs B-B-A
co*rse "&' "+so '*ri&/ co,$+etio& the $ro#ect (or)-
We (o*+' +i)e to co&c+*'e o*r "c)&o(+e'/e,e&t %! o&ce "/"i&
e4te&'i&/ o*r /r"tit*'e to the "%o2e $erso&"+ities-
6
A study o Ad!""st#$t"o $d %$&"'"ty !$$ge!et
CONTENTS
S.N,. TITLE NAME PAGE N,.
1 I&tro'*ctio& 78
. Co,$"&! $roi+e .7
0 Nee' or the st*'! .9
3 Re2ie( o +iter"t*re .:
6 O%#ecti2e o st*'! 07
9 Li,it"tio&s o the st*'! 0.
8 Rese"rch ,etho'o+o/! 03
: D"t" "&"+!sis ; i&ter$ret"tio&s 37
< Fi&'i&/s 80
17 S*//estio&s 89
11 co&c+*sio& 8:
1. A&&e4*re :7
10 Bi%+io/r"$h! :3
9
INTRODUCTION
8
"87*. R1!,831! M*.*0171.+ I!!81!%
=Peo$+e "re o*r /re"test "sset> is " ,"&tr" th"t co,$"&ies h"2e %ee&
ch"&ti&/ or !e"rs- B*t o&+! " e( co,$"&ies h"2e st"rte' $*tti&/ H*,"&
Reso*rces M"&"/e,e&t ?HRM@ s!ste,s i& $+"ce th"t s*$$ort this
$hi+oso$h!- There "re " &*,%er o ch"++e&/es i& the I&'i"& i&'*str!
(hich reA*ire the serio*s "tte&tio& o HR ,"&"/ers to =i&' the ri/ht
c"&'i'"te> "&' %*i+' " =co&'*ci2e (or) e&2iro&,e&t> (hich (i++ %e
%e&eici"+ or the e,$+o!ees1 "s (e++ "s the or/"&iB"tio&- The i&'*str! is
"+re"'! *&'er stress o& "cco*&t o $ersiste&t $ro%+e,s s*ch "s "ttritio&1
co&i'e&ti"+it!1 "&' +o!"+t!- Other $ro%+e,s "re ,"&"/i&/ $eo$+e1
,oti2"tio& to "'o$t &e( tech&o+o/! ch"&/es1 recr*it,e&t "&' tr"i&i&/1
$eror,"&ce ,"&"/e,e&t1 'e2e+o$,e&t1 "&' co,$e&s"tio& ,"&"/e,e&t-
With these ch"++e&/es1 it is ti,e+! or or/"&iB"tio&s to rethi&) the ("!s
the! ,"&"/e their $eo$+e- M"&"/i&/ HR i& the )&o(+e'/e %"se' i&'*str!
is " si/&iic"&t ch"++e&/e or HR ,"&"/ers "s it i&2o+2es " ,*+ti t"s)
res$o&si%i+it!- I& the $rese&t sce&"rio1 HR ,"&"/ers $eror, " 2"riet! o
res$o&si%i+ities- E"r+ier their ro+e ("s co&i&e' to "',i&istr"ti2e
*&ctio&s +i)e ,"&"/i&/ ,"&$o(er reA*ire,e&ts "&' ,"i&t"i&i&/ ro++s
or the or/"&iB"tio&- No( it is ,ore str"te/ic "s $er the 'e,"&'s o the
i&'*str!-
:
Managing People
I& 2ie( o the i&'*str! '!&",ics1 i& the c*rre&t ti,es1 there is " /re"ter
'e,"&' or )&o(+e'/e (or)ers- Res*,es "%o*&'1 !et co,$"&ies sti++
er2e&t+! se"rch or the $eo$+e (ho c"& ,")e " 'iere&ce to the %*si&ess-
Ote& t"+e&te' $roessio&"+s e&#o! hi/h %"r/"i&i&/ $o(er '*e to their
)&o(+e'/e "&' s)i++s i& h"&'- The "ttit*'e is 'iere&t or those (ho "re
t")i&/ *$ res$o&si%i+ities "t " +esser "/e "&' e4$erie&ce- These "ctors
h"2e res*+te' i& the c+e"r shit i& "$$ro"ch to i&'i2i'*"+iBe' c"reer
,"&"/e,e&t ro, or/"&iB"tio& c"reer co,,it,e&t-
Motivating the Workforce
As the co,$etitio& is /ro(i&/ r"$i'+! i& the /+o%"+ ,"r)et1 "
tech&o+o/ic"+ e'/e s*$$orte' %! " t"+e&t $oo+ h"s %eco,e " cr*ci"+ "ctor
or s*r2i2"+ i& the ,"r)et- N"t*r"++!1 "s " res*+t e2er! or/"&iB"tio& /i2es
to$ $riorit! to tech&o+o/! "'2"&ce,e&t $ro/r",s- HR ,"&"/ers "re &o(
$eror,i&/ the ro+e o ,oti2"tors or their )&o(+e'/e (or)ers to "'o$t
&e( ch"&/es-
Competency Development
H*,"& c"$it"+ is the re"+ "sset or "&! or/"&iB"tio&1 "&' this ,")es the
HR ro+e i,$ort"&t i& recr*iti&/1 ,"&"/i&/1 "&' ret"i&i&/ the %est- The
HR 'e$"rt,e&t h"s " c+e"r ro+e i& this $rocess "&' 'eter,i&es the s*ccess
te,$o o "&! or/"&iB"tio&- A& *r/e&t $riorit! or ,ost o the
or/"&iB"tio&s is to h"2e "& i&&o2"ti2e "&' co,$ete&t HR $oo+C so*&' i&
HR ,"&"/e,e&t $r"ctices (ith stro&/ %*si&ess )&o(+e'/e-
<
Recruitment and Training
Recr*it,e&t h"s %eco,e " ,"#or *&ctio& ro, "& i,$er"ti2e s*% s!ste,
i& HR1 $"rtic*+"r+! i& the i&'*str!- HR ,"&"/ers $+"! " 2it"+ ro+e i&
cre"ti&/ "ssets or the or/"&iB"tio& i& the or, o A*"+it! ,"&$o(er-
Attr"cti&/ &e( t"+e&t "+so is " to$ $riorit! or sot("re co,$"&ies1 %*t
+ess so or s,"++er co,$"&ies- A&other ch"++e&/e or HR ,"&"/ers is to
$*t s!ste,s i& $+"ce to ,")e the $eo$+e " $erect it or the #o%- S)i++
re'*&'"&c! is "st i& the i&'*str!- To o2erco,e this $ro%+e,1
or/"&iB"tio&s /i2e the *t,ost $riorit! to tr"i&i&/ "&' s)i++ e&h"&ce,e&t
$ro/r",s o& " co&ti&*o*s %"sis- M"&! co,$"&ies "re $ro2i'i&/ tech&ic"+
tr"i&i&/ to the e,$+o!ees o& " A*"rter+! %"sis- These tr"i&i&/s "re A*ite
*se*+ "+so i& ter,s o $ro2i'i&/ sec*rit! to the e,$+o!ees-
The Trust Factor
Lo( +e2e+s o tr*st i&hi%it t"cit )&o(+e'/e sh"ri&/ i& the )&o(+e'/e
%"se' i&'*str!- It is esse&ti"+ th"t O*r Co,$"&! t")es ,ore i&iti"ti2es to
i,$ro2e the sec*rit! +e2e+s o the e,$+o!ees-
Work life Balance Factor
A&other 'i,e&sio& to the ch"++e&/es "ce' %! o*r co,$"&! is the
/ro(i&/ $"ce o t"+e&t "cA*isitio&- This "s$ect cre"tes (ith it the
ch"++e&/e o " s,oother "ssi,i+"tio& "&' the c*+t*r"+ %i&'i&/ o the &e(
co,ers i&to the or/"&iB"tio& o+'- The $ress*re o 'e+i2eri&/ the %est o
A*"+it! ser2ices i& " re'*ce' ti,e r",e c"++s or e&s*ri&/ th"t e,$+o!ees
,"i&t"i& " (or) +ie %"+"&ce-
17
AttritionRetention of the Talent Pool
O&e o the to*/hest ch"++e&/es or the HR ,"&"/ers i& the i&'*str! is to
'e"+ (ith the $re2"+e&t hi/h "ttritio& +e2e+s- Tho*/h there is "& "'eA*"te
s*$$+! o A*"+iie' st" "t e&tr! +e2e+1 there "re h*/e /"$s i& the ,i''+e
"&' se&ior +e2e+ ,"&"/e,e&t i& the i&'*str!- F*rther1 the s"+"r! /ro(th
$+"& or e"ch e,$+o!ee is &ot (e++ 'ei&e'- This sit*"tio& h"s res*+te' i&
i&cre"se' +e2e+s o $o"chi&/ "&' "ttritio& %et(ee& or/"&iB"tio&s- The
i&'*str! "2er"/e "ttritio& r"te is 07D06 $er ce&t "&' co*+' r"&/e *$ to 97
$er ce&t-
Bridging the Demand !upply "ap
HR ,"&"/ers h"2e to %ri'/e the /"$ %et(ee& the 'e,"&' "&' s*$$+! o
$roessio&"+s- The! h"2e to ,"i&t"i& co&siste&c! i& $eror,"&ce "&'
h"2e to )ee$ the ,oti2"tio& +e2e+s o e,$+o!ees hi/h1 'es$ite the
,o&oto&o*s &"t*re o (or)- The s",e "+so +e"'s to rec*rri&/ tr"i&i&/
costs- I&co&siste&t $eror,"&ce 'irect+! "ects re2e&*es- D(i&'+i&/
,oti2"tio& +e2e+s +e"' to " +oss o i&terest i& the #o% "&' " hi/her &*,%er
o errors-
11
A672.2!+*+2,. *.6 -*3252+? 7*.*0171.+
F"ci+it! M"&"/e,e&t ,e"&s "++ the ser2ices $ro2i'e' to the
e,$+o!er or s,ooth *&ctio&i&/ o the or/"&iB"tio&- It i&c+*'es
Ho*se)ee$i&/1 Tr"&s$ort1 E+ectric"+ M"i&te&"&ce1 P+*,%i&/1 C"r$e&tr!1
Sec*rit!1 C"&tee&1 B*i+'i&/ M"i&te&"&ce1 Pest co&tro+1 L"*&'r!1 Tr"2e+
"rr"&/e,e&ts1 "&' is i& /e&er"+- A$"rt ro, this "&! (or) re+"te' to
e,$+o!ee (e+"re "&' "',i&istr"tio& (i++ "++ *&'er "ci+it! ,"&"/e,e&t-
I& so,e or/"&iB"tio&1 st"t*tor! co,$+i"&ce (ith re/"r' to co&tr"ct +"%or
"+so co,es *&'er "ci+it! ,"&"/e,e&t- F*rther i&tr"ctio& (ith
Go2t-oici"+s +i)e ESIC1 PF1 L"% o*r 'e$"rt,e&t1 F"ctor! i&s$ector"te1
Po+ice oici"+s "+so co,es *&'er "ci+it! ,"&"/e,e&t-
M"&"/e,e&t ser2ices ,"&"/ers $+"&1 coor'i&"te1 "&' 'irect "
%ro"' r"&/e o ser2ices th"t "++o( or/"&iB"tio&s to o$er"te eicie&t+!-
The! ,i/ht1 or e4",$+e1 coor'i&"te s$"ce "++oc"tio&1 "ci+ities
,"i&te&"&ce "&' o$er"tio&s1 "&' ,"#or $ro$ert! "&' eA*i$,e&t
$roc*re,e&t- The! "+so ,"! o2ersee ce&tr"+iBe' o$er"tio&s th"t ,eet the
1.
&ee's o ,*+ti$+e 'e$"rt,e&ts1 s*ch "s i&or,"tio& "&' '"t" $rocessi&/1
,"i+1 ,"teri"+s sche'*+i&/ "&' 'istri%*tio&1 $ri&ti&/ "&' re$ro'*ctio&1
recor's ,"&"/e,e&t1 te+eco,,*&ic"tio&s ,"&"/e,e&t1 sec*rit!1
rec!c+i&/1 (e++&ess1 "&' tr"&s$ort"tio& ser2ices- M"&"/e,e&t ser2ices
,"&"/ers "+so e&s*re th"t co&tr"cts1 i&s*r"&ce reA*ire,e&ts1 "&'
/o2er&,e&t re/*+"tio&s "&' s"et! st"&'"r's "re o++o(e' "&' *$ to '"te-
The! ,"! e4",i&e e&er/! co&s*,$tio& $"tter&s1 tech&o+o/! *s"/e1 "&'
$erso&"+ $ro$ert! &ee's to $+"& or their +o&/Eter, ,"i&te&"&ce1
,o'er&iB"tio&1 "&' re$+"ce,e&t-
S$eciic '*ties or these ,"&"/ers 2"r! %! siBe o co,$"&! or
oice "&' 'e/ree o res$o&si%i+it! "&' "*thorit!- I& s,"++ or/"&iB"tio&s1 "
si&/+e "',i&istr"ti2e ser2ices ,"&"/er1 so,eti,es c"++e' "& oice
,"&"/er1 ,"! o2ersee "++ s*$$ort ser2ices- I& +"r/er o&es1 ho(e2er1 there
,"! %e se2er"+ +"!ers o "',i&istr"ti2e ser2ices ,"&"/ers th"t ,"!
s$eci"+iBe i& 'iere&t "re"s "&' re$ort to 'irectors o "',i&istr"tio&1 or
2ice $resi'e&ts o "',i&istr"tio& (ho o2ersee "++ "',i&istr"ti2e ser2ices-
The &"t*re o these ,"&"/eri"+ #o%s 2"ries "s si/&iic"&t+! "s the
r"&/e o "',i&istr"ti2e ser2ices reA*ire' %! or/"&iB"tio&s- For e4",$+e1
"',i&istr"ti2e ser2ices ,"&"/ers (ho (or) "s co&tr"ct "',i&istr"tors
o2ersee the $re$"r"tio&1 "&"+!sis1 &e/oti"tio&1 "&' re2ie( o co&tr"cts
re+"te' to the $*rch"se or s"+e o eA*i$,e&t1 ,"teri"+s1 s*$$+ies1 $ro'*cts1
or ser2ices- Other "',i&istr"ti2e ser2ices ,"&"/ers h"&'+e the
"cA*isitio&1 'istri%*tio&1 "&' stor"/e o eA*i$,e&t "&' s*$$+ies1 (hi+e
others o2ersee the 'is$os"+ o s*r$+*s or *&c+"i,e' $ro$ert!-
A',i&istr"ti2e ser2ices ,"&"/ers (ho (or) "s facility manager#s
$+"&1 'esi/&1 "&' ,"&"/e %*i+'i&/s1 /ro*&'s1 eA*i$,e&t1 "&' s*$$+ies-
I&cre"si&/+!1 the! 'e2e+o$ "&' i,$+e,e&t $+"&s th"t i&cor$or"te e&er/!
10
eicie&c! i&to " "ci+it!>s o$er"tio&s "&' str*ct*res- These t"s)s reA*ire
i&te/r"ti&/ the $ri&ci$+es o %*si&ess "',i&istr"tio&1 i&or,"tio&
tech&o+o/!1 "rchitect*re1 "&' e&/i&eeri&/- A+tho*/h the s$eciic t"s)s
"ssi/&e' to "ci+it! ,"&"/ers 2"r! s*%st"&ti"++! 'e$e&'i&/ o& the
or/"&iB"tio&1 the '*ties "++ i&to se2er"+ c"te/ories1 re+"ti&/ to o$er"tio&s
"&' ,"i&te&"&ce1 re"+ est"te1 $ro#ect $+"&&i&/ "&' ,"&"/e,e&t1
co,,*&ic"tio&1 i&"&ce1 "ci+it! *&ctio&1 tech&o+o/! i&te/r"tio&1 "&'
e&2iro&,e&t"+ "ctors- T"s)s (ithi& these %ro"' c"te/ories ,"! i&c+*'e
s$"ce "&' (or)$+"ce $+"&&i&/1 %*'/eti&/1 $*rch"se "&' s"+e o re"+
est"te1 +e"se ,"&"/e,e&t1 re&o2"tio&s1 or "rchitect*r"+ $+"&&i&/ "&'
'esi/&- F"ci+it! ,"&"/ers ,"! o2ersee re&o2"tio& $ro#ects to i,$ro2e
eicie&c! or e&s*re th"t "ci+ities ,eet /o2er&,e&t re/*+"tio&s "&'
e&2iro&,e&t"+1 he"+th1 "&' sec*rit! st"&'"r's- For e4",$+e1 the! ,"!
i&+*e&ce %*i+'i&/ re&o2"tio& $ro#ects %! reco,,e&'i&/ e&er/!Es"2i&/
"+ter&"ti2es or $ro'*ctio& eicie&cies th"t re'*ce ("ste- A''itio&"++!1
"ci+it! ,"&"/ers co&ti&*"++! ,o&itor the "ci+it! to e&s*re th"t it re,"i&s
s"e1 sec*re1 "&' (e++E,"i&t"i&e'- Ote&1 "ci+it! ,"&"/ers "re
res$o&si%+e or 'irecti&/ st"1 i&c+*'i&/ ,"i&te&"&ce1 /ro*&'s1 "&'
c*sto'i"+ (or)ers-
Work environment
A',i&istr"ti2e ser2ices ,"&"/ers s$e&' ,*ch o their '"! i& "&
oice1 %*t site 2isits "ro*&' the %*i+'i&/1 o*t'oors to s*$er2ise /ro*&'s
)ee$i&/ "cti2ities1 or to other "ci+ities *&'er their ,"&"/e,e&t "re
co,,o&- I o2erseei&/ " co&str*ctio& $ro#ect1 tr"2e+ to the co&str*ctio&
site is t!$ic"+- Tech&o+o/! "++o(s ,"&! "ci+it! ,"&"/ers to ,o&itor
eA*i$,e&t re,ote+! "&' te+eco&ere&ci&/ h"s re'*ce' the &ee' to tr"2e+
"s reA*e&t+! to ,eet (ith oEsite st" "&' 2e&'ors-
13
A%o*t h"+ o "',i&istr"ti2e ser2ices ,"&"/ers (or) " st"&'"r'
37Eho*r (ee)C ,ost o the re,"i&i&/ (or)orce (or) +o&/er ho*rs-
Ho(e2er1 *&co,$e&s"te' o2erti,e reA*e&t+! is reA*ire' to reso+2e
$ro%+e,s "&' ,eet 'e"'+i&es- F"ci+it! ,"&"/ers ote& "re Fo& c"++G to
"''ress " 2"riet! o $ro%+e,s th"t c"& "rise i& " "ci+it! '*ri&/
&o&(or)i&/ ho*rs-
E'*c"tio& "&' e4$erie&ce reA*ire,e&ts or these ,"&"/ers 2"r!
(i'e+!1 'e$e&'i&/ o& the siBe "&' co,$+e4it! o the or/"&iB"tio&- I&
s,"++ or/"&iB"tio&s1 e4$erie&ce ,"! %e the o&+! reA*ire,e&t- I& +"r/e
or/"&iB"tio&s1 ho(e2er1 "',i&istr"ti2e ser2ices ,"&"/ers ,"! &ee' "
%"che+or>s 'e/ree "&' "$$ro$ri"te e4$erie&ce-
$ducation and training
S$eciic e'*c"tio& "&' tr"i&i&/ reA*ire,e&ts 2"r! %! #o%
res$o&si%i+it!- Oice ,"&/ers i& s,"++er o$er"tio&s or +o(erE+e2e+
"',i&istr"ti2e ser2ices ,"&"/ers (ith e(er res$o&si%i+ities ,"! o&+!
&ee' " hi/h schoo+ 'i$+o," co,%i&e' (ith "$$ro$ri"te e4$erie&ce1 %*t "&
"ssoci"te 'e/ree is i&cre"si&/+! $reerre'-
I& +"r/er co,$"&ies (ith ,*+ti$+e +oc"tio&s1 eA*i$,e&t1 "&'
tech&o+o/ies to coor'i&"te1 hi/herE+e2e+ "',i&istr"ti2e ser2ices ,"&"/ers
&ee' "t +e"st " %"che+or>s 'e/ree- M"&"/ers o hi/h+! co,$+e4 ser2ices1
s*ch "s co&tr"ct1 i&s*r"&ce1 "&' re/*+"tor! co,$+i"&ce1 /e&er"++! &ee' "t
+e"st " %"che+orHs 'e/ree i& %*si&ess "',i&istr"tio&1 h*,"& reso*rces1
"cco*&ti&/1 or i&"&ce- Lo(erE+e2e+ ,"&"/ers ,"! "+so &ee' " %"che+or>s
'e/ree1 %*t re+"te' $ostseco&'"r! tech&ic"+ tr"i&i&/ ,"! "+so %e
s*%stit*te' or ,"&"/ers o $ri&ti&/1 sec*rit!1 co,,*&ic"tio&s1 or
16
i&or,"tio& tech&o+o/!- Those i&2o+2e' i& %*i+'i&/ ,"&"/e,e&t sho*+'
t")e " 'r"ti&/ c+"ss- Re/"r'+ess o ,"#or1 co*rses i& oice tech&o+o/!1
"cco*&ti&/1 co,$*ter "$$+ic"tio&s1 h*,"& reso*rces1 "&' %*si&ess +"(
"re hi/h+! reco,,e&'e'-
Most "ci+it! ,"&"/ers h"2e "& *&'er/r"'*"te or /r"'*"te 'e/ree
i& e&/i&eeri&/1 "rchitect*re1 co&str*ctio& ,"&"/e,e&t1 %*si&ess
"',i&istr"tio&1 or "ci+it! ,"&"/e,e&t- M"&! "+so h"2e %"c)/ro*&'s i&
re"+ est"te1 co&str*ctio&1 or i&terior 'esi/&1 i& "''itio& to ,"&"/eri"+
e4$erie&ce- Wh"te2er the e'*c"tio&"+ %"c)/ro*&'1 it ,*st %e
"cco,$"&ie' %! re+"te' (or) e4$erie&ce re+ecti&/ ,"&"/eri"+ "&'
+e"'ershi$ "%i+ities- M"&! "',i&istr"ti2e ser2ices ,"&"/ers o%t"i&e' their
e4$erie&ce %! s$eci"+iBi&/ i& o&e "re" "t irst1 the& "*/,e&ti&/ their
A*"+iic"tio&s %! "cA*iri&/ (or) e4$erie&ce i& other s$eci"+ties %eore
"ss*,i&/ ,"&"/eri"+ '*ties-
M"&"/ers o $ro$ert! "cA*isitio& "&' 'is$os"+ &ee' e4$erie&ce i&
$*rch"si&/ "&' s"+es1 "&' )&o(+e'/e o the 2"riet! o s*$$+ies1
,"chi&er!1 "&' eA*i$,e&t *se' %! the or/"&iB"tio&- M"&"/ers co&cer&e'
(ith s*$$+!1 i&2e&tor!1 "&' 'istri%*tio& sho*+' %e e4$erie&ce' i&
recei2i&/1 ("reho*si&/1 $"c)"/i&/1 shi$$i&/1 tr"&s$ort"tio&1 "&' re+"te'
o$er"tio&s- Co&tr"ct "',i&istr"tors ,"! h"2e (or)e' "s co&tr"ct
s$eci"+ists1 cost "&"+!sts1 or $roc*re,e&t s$eci"+ists-
%ther &ualifications
Perso&s i&tereste' i& %eco,i&/ "',i&istr"ti2e ser2ices ,"&"/ers
sho*+' h"2e /oo' +e"'ershi$ "&' co,,*&ic"tio& s)i++s "&' %e "%+e to
est"%+ish eecti2e (or)i&/ re+"tio&shi$s (ith ,"&! 'iere&t $eo$+e1
r"&/i&/ ro, ,"&"/ers1 s*$er2isors1 "&' $roessio&"+s1 to c+er)s "&'
%+*eEco++"r (or)ers- The! sho*+' %e "&"+!tic"+1 'et"i+Eorie&te'1 +e4i%+e1
19
"&' 'ecisi2e- The! ,*st %e "%+e to coor'i&"te se2er"+ "cti2ities "t o&ce1
A*ic)+! "&"+!Be "&' reso+2e s$eciic $ro%+e,s1 "&' co$e (ith 'e"'+i&es-
Certification and advancement
Most "',i&istr"ti2e ser2ices ,"&"/ers i& s,"++ or/"&iB"tio&s
"'2"&ce %! ,o2i&/ to other ,"&"/e,e&t $ositio&s or to +"r/er
or/"&iB"tio&s- The Associ"tio& o Proessio&"+ Oice M"&"/ers oers
o&+i&e tr"i&i&/ /e"re' to("r's s,"++ %*si&esses th"t i&'ic"te " +e2e+ o
$roessio&"+is, "&' co,,it,e&t to oice ,"&"/e,e&t-
A'2"&ce,e&t is e"sier i& +"r/e ir,s th"t e,$+o! se2er"+ +e2e+s
"&' t!$es o "',i&istr"ti2e ser2ices ,"&"/ers- A ,"sterHs 'e/ree i&
%*si&ess "',i&istr"tio& or " re+"te' ie+' c"& e&h"&ce " ,"&"/er>s
o$$ort*&ities to "'2"&ce to hi/herE+e2e+ $ositio&s1 s*ch "s 'irector o
"',i&istr"ti2e ser2ices- So,e e4$erie&ce' ,"&"/ers ,"! #oi& or
est"%+ish " ,"&"/e,e&t co&s*+ti&/ ir, to $ro2i'e "',i&istr"ti2e
,"&"/e,e&t ser2ices to other co,$"&ies o& " co&tr"ct %"sis-
A'2"&ce,e&t o "ci+it! ,"&"/ers is %"se' o& the $r"ctices "&'
siBe o i&'i2i'*"+ co,$"&ies- So,e "ci+it! ,"&"/ers tr"&ser ",o&/
'e$"rt,e&ts (ithi& "& or/"&iB"tio& or (or) their ("! *$ ro, tech&ic"+
$ositio&s- Others "'2"&ce thro*/h " $ro/ressio& o "ci+it! ,"&"/e,e&t
$ositio&s th"t oer "''itio&"+ res$o&si%i+ities- Co,$+etio& o the
co,$ete&c!E%"se' $roessio&"+ certiic"tio& $ro/r", oere' %! the
I&ter&"tio&"+ F"ci+it! M"&"/e,e&t Associ"tio& c"& /i2e $ros$ecti2e
c"&'i'"tes "& "'2"&t"/e- I& or'er to A*"+i! or the Certiie' F"ci+it!
M"&"/er ?CFM@ 'esi/&"tio&1 "$$+ic"&ts ,*st ,eet cert"i& e'*c"tio&"+
"&' e4$erie&ce reA*ire,e&ts- Peo$+e e&teri&/ the $roessio& "+so ,"!
o%t"i& the F"ci+it! M"&"/e,e&t Proessio&"+ ?FMP@ cre'e&ti"+1 " ste$$i&/
sto&e to the CFM-
18
$mployment change
E,$+o!,e&t o "',i&istr"ti2e ser2ices ,"&"/ers is $ro#ecte' to
/ro( %! 1. $erce&t o2er the .77:E1: 'ec"'e1 "%o*t "s "st "s the "2er"/e
or "++ occ*$"tio&s- Co&ti&*e' 'o(&siBi&/ %! co,$"&ies "&' i&cre"si&/
*se o oice tech&o+o/! ,"! res*+t i& " ,ore stre",+i&e' or/"&iB"tio&"+
str*ct*re (ith e(er +e2e+s o ,"&"/e,e&t1 re'*ci&/ the &ee' or so,e
$ositio&s- De,"&' sho*+' %e stro&/ or "ci+it! ,"&"/ers %ec"*se
%*si&esses i&cre"si&/+! re"+iBe the i,$ort"&ce o ,"i&t"i&i&/1 sec*ri&/1
"&' eicie&t+! o$er"ti&/ their "ci+ities- CostEc*tti&/ ,e"s*res to i,$ro2e
$roit"%i+it!1 stre",+i&e o$er"tio&s1 "&' co,$ete /+o%"++! (i++ co&ti&*e to
%e "''resse' %! ,"&! or/"&iB"tio&s1 res*+ti&/ i& ,ore ir,s o*tso*rci&/
"ci+it! ,"&"/e,e&t ser2ices or hiri&/ A*"+iie' "ci+it! ,"&"/ers (ho
"re c"$"%+e o "chie2i&/ these /o"+s i&Eho*se-
A',i&istr"ti2e ser2ices ,"&"/ers e,$+o!e' i& ,"&"/e,e&t
ser2ices "&' ,"&"/e,e&t co&s*+ti&/ sho*+' /ro( "s co,$"&ies
i&cre"si&/+! +oo) to o*tsi'e s$eci"+ists to h"&'+e " ,!ri"' o
"',i&istr"ti2e t"s)s th"t h"2e %eco,e i&cre"si&/+! co,$+e4 "&'
e4$e&si2e- A',i&istr"ti2e ser2ices ,"&"/ers s$eci"+iBi&/ i& co&tr"ct
"',i&istr"tio& (i++ "+so %e i& 'e,"&' "s o*tso*rci&/ o "',i&istr"ti2e
t"s)s %eco,es i&cre"si&/+! $re2"+e&t or "cti2ities s*ch "s oo' "&'
#"&itori"+ ser2ices1 s$"ce $+"&&i&/ "&' 'esi/&1 e&er/!1
te+eco,,*&ic"tio&s1 "&' /ro*&'s "&' eA*i$,e&t ,"i&te&"&ce "&' re$"ir-
Other "re"s th"t "',i&istr"ti2e ser2ices ,"&"/ers (i++ i&cre"si&/+! $+"&
"&' coor'i&"te i&c+*'e i&or,"tio& tech&o+o/!1 '"t" "&' $erso&"+
sec*rit!1 recor's ,"&"/e,e&t1 (e++&ess1 "&' e&er/! co&ser2"tio&-
'o( prospects
1:
A$$+ic"&ts (i++ "ce )ee& co,$etitio& or the +i,ite' &*,%er o
hi/herE+e2e+ "',i&istr"ti2e ser2ices ,"&"/e,e&t #o%sC co,$etitio&
sho*+' %e +ess se2ere or +o(erE+e2e+ ,"&"/e,e&t #o%s- Io% $ros$ects (i++
"+so %e %etter or those (ho c"& ,"&"/e " (i'e r"&/e o res$o&si%i+ities1
th"& or those (ho s$eci"+iBe i& $"rtic*+"r *&ctio&s- I& "''itio& to the
&e( "',i&istr"ti2e ser2ices ,"&"/e,e&t #o%s '*e to /ro(th i& the
occ*$"tio&1 ,"&! #o% o$e&i&/s (i++ ste, ro, the &ee' to re$+"ce
(or)ers (ho tr"&ser to other #o%s1 retire1 or +e"2e the occ*$"tio& or
other re"so&s-
Io% o$$ort*&ities ,"! 2"r! ro, !e"r to !e"r %ec"*se the stre&/th
o the eco&o,! "ects 'e,"&' or "',i&istr"ti2e ser2ices ,"&"/ers-
I&'*stries +e"st +i)e+! to %e "ecte' %! eco&o,ic +*ct*"tio&s te&' to %e
the ,ost st"%+e $+"ces or e,$+o!,e&t-
1<
COMPANY PROFILE
.7
COMPANY PROFILE
CMS Co,$*ters ("s o*&'e' i& 1<89- I& Fe% .77<1 The
B+"c)sto&e Gro*$ i&2este' or " ,"#orit! st")e i& the IT I&r"str*ct*re
M"&"/e,e&t "&' O*tso*rce' B*si&ess ser2ices 'i2isio& o the co,$"&!
"&' cre"te' CMS I&o S!ste,s- E4ec Jice Ch"ir,"& "&' CEOD Mr-
R"#i2 5"*+- P"rt&er E Actis C"$it"+ LLP1 U5- Se&ior Director D
Microsot E,er/i&/ M"r)ets i&c+*'i&/ BRIC co*&tries- Co*&tr! He"'
"&' CEO D Microsot I&'i"-
The B+"c)sto&e Gro*$ Le"'i&/ /+o%"+ i&2est,e&t "&' "'2isor! ir,1
he"'A*"rtere' i& Ne( Yor)- More th"& 107 $ri2"te eA*it! tr"&s"ctio&s
/+o%"++! (ith " c*,*+"ti2e eA*it! co,,it,e&t o ,ore th"& K07 %i++io&-
Pro2i'er o (or+' c+"ss ser2ices i& S!ste,s i&te/r"tio&1 IT i&r"str*ct*re
,"&"/e,e&t "&' IT tr"i&i&/ (ith ,"r)et +e"'ershi$ i& o*tso*rce' c"sh
.1
+o/istics1 tr"&s"ctio& $ri&ti&/ "&' c"r' $erso&"+iB"tio&- N"tio&(i'e
&et(or) D o2er ..7 oices s*$$orte' %! o2er .11777 $roessio&"+s-
Stro&/ c+ie&t %"se i& ,*+ti$+e i&'*stries +i)e BFSI1 Ret"i+1 I&s*r"&ce1
Te+eco,C %oth i& $ri2"te "&' /o2er&,e&t sectors-
S*'e2 h"s #oi&e' *s ro, Microsot (here he ("s ser2i&/ "s " Sr-
Director "t their /+o%"+ He"' Oice i& Re',o&'1 USA $rior to (hich he
("s the Gro*$ Director or E&ter$rise %*si&ess i& I&'i"- O2er " .6 !e"r
c"reer1 he h"s (or)e' "t Wi$ro1 Co,$"A1 IBM1 eF*&'s "&' Microsot "t
se&ior +e"'ershi$ $ositio&s- A&"&' ("s e"r+ier CEO "t Ferr"&ti I&'i"1 "
+e"'i&/ Be+/i"& sot("re co,$"&!- Prior to this he ("s (ith HCL Tech
"&' o2er " 07 !e"r c"reer h"s (or)e' (ith HCL I&os!te,s1 NIIT Tech i&
)e! ro+es- P"&)"# 5h"&'e+("+ h"s %ee& the /ro*$ CFO or CMS
Co,$*ters Lt' or the $"st 0 !e"rs- He h"s ,ore th"& 19 !e"rs i& Fi&"&ce
"&' Acco*&ti&/ "cross " &*,%er o M"&*"ct*ri&/ "&' Ser2ices
co,$"&ies- P"&)"# is " A*"+iie' Ch"rtere' Acco*&t"&t "&' L-L-B-
A+e4 #oi&e' *s "ter (or)i&/ i& I&/r", Micro or 17 !e"rs "s Director D
HR- Prior to this he (or)e' (ith McCor,ic) "&' T"# Gro*$ (ith
e4te&si2e e4$erie&ce i& HR1 IR "&' c*+t*r"+ tr"&sor,"tio&s- Niti& h"s
o2er 1: !e"rs o IT i&'*str! e4$erie&ce h"2i&/ (or)e' i& I&'i"& 2e&t*res
o /+o%"+ +e"'ers +i)e Merri++ L!&ch1 AIG1 So&!C AtosHe h"s %ee&
i&str*,e&t"+ i& +e"'i&/ "&' certi!i&/ CMM +e2e+ 3 ; 6 oshore
'e2e+o$,e&t ce&ters-
CMS is the +"r/est $ri&ti&/ ser2ices $ro2i'er (ith 10 'istri%*te' +oc"tio&s
"cross I&'i"- J"ri"%+e D"t" Pri&ti&/ "&' M"i+i&/ ser2ices D oeri&/ "&
E&'EtoEe&' Pri&ti&/1 M"i+i&/ "&' F*+i++,e&t ser2ices )PDF Conversion*
$+!tatements* Procurement,- A& I&te/r"te' Doc*,e&t F"ctor! (ith Pre
..
Pri&ti&/1 Pri&ti&/ "&' Post $ri&ti&/ "*to,"te' so+*tio&s- CMS $ri&ts
,ore th"& 1B& 'oc*,e&ts e2er! !e"r- Hi/h sec*rit! o$er"tio&s (ith
+"test ti,e ; "ccess co&tro+s "&' s*r2ei++"&ce s!ste,s- De'ic"te'
Sot("re1 E&/i&eeri&/ "&' o$er"tio&s te", or c*sto,iBe' so+*tio&s1
ch"&/e ,"&"/e,e&t1 ; s*$$ort-
O*r Str"te/ic A++i"&ces
D Oce Pri&ti&/ S!ste,s1 Nether+"&'s E Hi/h S$ee' L"ser
$ri&ters-
D Bo(e S!stec 1 Ger,"&! E A*to,"tic I&serti&/ S!ste,s-
D Pit&e! Bo(es1 USA E Fr"&)i&/ so+*tio&s-
D 5er& E Se+ M"i+er so+*tio&s-
W; D E *++! "*to,"te' e&2e+o$e ,"&*"ct*ri&/ $+"&ts-
M"r)et +e"'er i& C"r' Perso&"+iB"tio& ser2ices i& I&'i" (ith 36LM
,"r)et sh"re "&' 'e+i2eri&/ .6,&M c"r's "&&*"++!- Pio&eer i& Fi&"&ci"+
C"r' Perso&"+iB"tio& i& I&'i" D Ser2ici&/ ,ost o the +e"'i&/ B"&)s i&
the co*&tr!- St"teEoEtheE"rt JISA "&' M"sterC"r' C"r' Perso&"+iB"tio&
Ce&ter "t M*,%"i- EMJ Chi$ C"r' Perso&"+iB"tio& Certiic"tio&-
E4c+*si2e "++i"&ce or o2er 16 !e"rs (ith D"t" c"r' Lt' D (or+' +e"'er i&
P+"stic c"r' $erso&"+iB"tio& s!ste,s "&' so+*tio&s-
C"r' Proc*re,e&t
? Hi/h A*"+it! $+"stic c"r' $roc*re,e&t (or+'>s +e"'i&/
s*$$+iers
C"r' Perso&"+iB"tio&
? EMJ chi$ c"r' $erso&"+iB"tio&
? M"/&etic stri$e e&co'i&/1 e,%ossi&/ ; ti$$i&/1 i&'e&ti&/1
$rotecti2e "&' ho+o/r"$hic to$ co"t "$$+ic"tio&1 hi/h s$ee'
$ri&ti&/ o co+or $hotos1 te4t1 /r"$hics etc
.0
? F*++ c"r' i,"/e $ri&ti&/
? JISA Mi&i C"r's ro++ o*t
C"r' F*+i++,e&t
? Proc*re,e&t "&' $erso&"+iB"tio& o C"r' C"rrier1 A*to,"te'
c"r' "i4i&/ to c"r' c"rrier1 I&sertio&s ; E&2e+o$i&/
? De+i2er! o co,$+ete c"r' $"c)ets to e&' *sers thro*/h
'esi/&"te' Co*rierN Post
Others
? EMJ ,i/r"tio& so+*tio&s
? Sot("re 'e2e+o$,e&t or i&"&ci"+ c"r' $erso&"+iB"tio&
Proi+eO
? O2er 97 tr"i&i&/ ce&ters
? O2er 677 e,$+o!ees ; .77 Certiie' Tr"i&ers
? More th"& 171771777 tr"i&e' st*'e&ts
? O2er 177 Cor$or"te c+ie&ts
? ISO Certiie' D Desi/& ; De2e+o$,e&t Ce&tre
? CMS Certiie' Net(or) S$eci"+istO CCNSP
? CMS Certiie' S!ste,s S$eci"+istO CCSS
P
? MCSEO Microsot Certiie' S!ste, E&/i&eer
? RHCEO Re'H"t Certiie' E&/i&eer
? CCNAO Cisco Certiie' Net(or) Associ"te
? MCITPO Microsot Certiie' IT Proessio&"+- Microsot Certiie'
Go+' P"rt&er1 L"r/est Net(or) Tr"i&i&/ P"rt&er D Re'h"t1 Le"r&i&/
So+*tio&s P"rt&er D IBM1 Pro,etric Testi&/ P"rt&er
CMS Sec*rit"s
.3
? Est"%+ishe' to oc*s o& C"sh M"&"/e,e&t "s its core %*si&ess1 "&'
ser2e %oth 'e2e+o$i&/ "&' 'e2e+o$e' co&s*,er i&"&ci"+ ,"r)ets
? N"tio&(i'e $rese&ce1 h"&'+i&/ ,"#or $ro#ects i& M*,%"i1
Che&&"i1 Ne( De+hi1 C"+c*tt"1 Ah,"'"%"'1 P*&e1 H!'er"%"' ;
B"&/"+ore
? M"r)et +e"'er i& C"sh ser2ices co,,"&'i&/ Q96L ,"r)et sh"re o&
2o+*,e %"sis "cross I&'i"
? Sec*rit! "&' Co&tro+ Me"s*res i&c+*'e O
• ATM ,"&"/e' Ser2ices ?Mo&itori&/1 C"sh Forec"sti&/1
I&ci'e&t M"&"/e,e&t@
• ATM Fie+' Ser2ices ?C"sh Re$+e&ish,e&t1 FLM1
Ho*se)ee$i&/1 Sec*rit! etc-@
• E&' to E&' C"sh M"&"/e,e&t So+*tio&s
• C"sh De+i2er! ; Pic)E*$ ?Ret"i+ "&' Cor$or"te@
• C"shieri&/ Ser2ices
? O&+! co,$"&! (ith 'irect ser2ice to ..1777 ATMs "cross 11867
+oc"tio&s "&' " 'e'ic"te' te", o <1777 tr"i&e' $erso&s
? E4ec*tes ,ore the& 36 L")h c"++s o 2"rio*s ser2ices "&' h"&'+e
,ore the& Rs-.1771777 cr
.6
NEE D FOR THE STUDY
.9
NEED FOR THE STUDY
? F"ci+it! ,"&"/e,e&t $ro2i'es " %etter re+"tio&shi$ %et(ee& the
e,$+o!er ; e,$+o!ee
? It he+$s to )&o( the &ee's o the e,$+o!ees i& or/"&iB"tio&
.8
? It "ci+it"tes the ,"&"/e,e&t to e"si+! i'e&ti! the %*'/et $ro2i'e'
to the e,$+o!ees
? It ,")es the e,$+o!ees (or) (ith ,ore e&th*si"s,
? M"&"/e,e&t e"si+! co*+' )&o( (ho "re *ti+iBi&/ the tr"2e++i&/
"ci+it!
? It t")es "%o*t the e4tr" c"re /i2e& to the e,$+o!ees i& the
or/"&iB"tio&
? F"ci+it! ,"&"/e,e&t i,$ro2es the ,or"+e ",o&/ the e,$+o!ees ;
"+so the /oo' (i++ o the co,$"&!
? Its re'*ce the "ttritio& r"te i& the or/"&iB"tio&
REJIEW OF LIERATURE
.:
REJIEW OF LIERATURE
A c"te/or! o ,"&"/e,e&t th"t i&c+*'es "ci+it! se+ectio& "&'
"cA*isitio&1 %*i+'i&/ ser2ices1 i&or,"tio& s!ste,s1 co,,*&ic"tio&s1
s"et! "&' he"+th1 $h!sic"+ sec*rit!1 "&' e,er/e&c! $re$"re'&ess-
.<
Ho+istic co&si'er"tio& o %*i+'i&/s1 $ro$erties "&' o$er"tio&"+
$rocesses1 "i,i&/ "t " s*st"i&"%+e re'*ctio& o o$er"ti&/ "&' ,"&"/e,e&t
costs1 ,")i&/ i4e' costs ,ore +e4i%+e1 e&s*ri&/ the tech&ic"+
"2"i+"%i+it! o s!ste,s "&' ,"i&t"i&i&/ the 2"+*e o %*i+'i&/s "&'
i&st"++"tio&s i& the +o&/ r*&-
The i&te/r"+ ,"&"/e,e&t o re"+ est"te "ssets1 &ecess"r! or the
correct r*&&i&/ o the %*i+'i&/s- It is ,"i&+! %"se' o& the $+"&&i&/ o
,"i&te&"&ce "&' reA*"+iic"tio& "cti2ities "&' o& the ,"&"/e,e&t o
re+"tio&shi$s (ith s*$$+iers
These ser2ices "re so,eti,es co&si'ere' to %e 'i2i'e' i&to
hard services "&' Hsot ser2icesHC h"r' ser2ices i&c+*'es s*ch thi&/s "s
e&s*ri&/ th"t " %*i+'i&/Hs "ir co&'itio&i&/ is o$er"ti&/ eicie&t+!1 re+i"%+!1
s"e+! "&' +e/"++!C sot ser2ices i&c+*'es s*ch thi&/s "s e&s*ri&/ th"t the
%*i+'i&/ is c+e"&e' $ro$er+! "&' re/*+"r+! or ,o&itori&/ the $eror,"&ce
o co&tr"ctors ?e-/- %*i+'ers1 e+ectrici"&s@-
F"ci+it! ,"&"/e,e&t is " $roessio& th"t e&co,$"sses
,*+ti$+e 'isci$+i&es to e&s*re *&ctio&"+it! o the %*i+t e&2iro&,e&t %!
i&te/r"ti&/ $eo$+e1 $+"ce1 $rocess "&' tech&o+o/!-
07
OBIECTIJES OF THE STUDY
OBIECTIJES OF THE STUDY
01
? To i&' o*t the "ci+ities /i2e& %! the ,"&"/e,e&t to the st" (ith
reere&ce to CMS I&o S!ste,s P2t Lt'-
? To i&' o*t the Eecti2e&ess o ,oti2"tio& /i2e& to the st"1
(or)i&/ i& the or/"&iB"tio&-
? To co2er "&' hi/h+i/hts the &ee's o the st" (ho "re (or)i&/ i&
the or/"&iB"tio&
? To s*//est "&! &ecess"r! i,$ro2e,e&ts re/"r'i&/ the "ci+ities
/i2e& %! the or/"&iB"tio&
0.
LIMITATIONS OF T"E STUDY
LIMITATIONS OF T"E STUDY
00
?The st*'! is +i,ite' o&+! to re/io&"+ oice "&' thereore the
i&'i&/ o the st*'! c"&&ot %e e4te&'e' to other %r"&ches-
?Ti,e "&' cost "re other co&str"i&ts1 the so the st*'! o the s",$+e
h"s %ee& +i,ite' to o&+! 67 ,e,%ers-
?The i&or,"tio& co++ecte' %! the rese"rcher is %"se' o&+! o& the
A*estio&&"ires "&' so the st*'! is +i,ite' to (h"t is %ei&/
co++ecte'-
03
RESEARCH METHODOLOGY
06
RE(EARC) MET)ODOLOG*
This %oo) /i2es " 'et"i+e' st*'! o& the rese"rch ,etho's "&'
tech&iA*es- The %oo) /i2es "& i'e" "%o*t the rese"rch ,etho'o+o/!1
rese"rch ,e"&i&/1 'ei&i&/ the $ro%+e,1 se+ectio& o the $ro%+e,1 s",$+e
'esi/&1 ,etho's o '"t" co++ectio&1 '"t" "&"+!sis etc- This %oo) h"s
he+$e' the rese"rcher i& r",i&/ the e&tire re$ort-
Rese"rch (i++ ote& he+$ *s re'*ce ris)s "ssoci"te' (ith " &e(
"ci+it!1 %*t it c"&&ot t")e the ris) "("! e&tire+!- It is "+so i,$ort"&t to
"scert"i& (hether the rese"rch h"s %ee& co,$+ete
A rese"rch c"&&ot %e co&'*cte' "%r*$t+!- Rese"rcher h"s to
$rocee' s!ste,"tic"++! i& the "+re"'! $+"&&e' 'irectio& (ith the he+$ o "
&*,%er o ste$ i& seA*e&ce- To ,")e the rese"rch s!ste,iBe' the
rese"rcher h"s to "'o$t cert"i& ,etho's- The ,etho's "'o$te' %! the
rese"rcher or co,$+eti&/ the $ro#ect is c"++e' Rese"rch Metho'o+o/!
I& other (or's1 Rese"rch Metho'o+o/! is si,$+! the $+"& o "ctio&
or " rese"rch (hich e4$+"i&s i& 'et"i+ ho( '"t" is to %e co++ecte'1
"&"+!Be' "&' i&ter$rete'-
D"t" %eco,es i&or,"tio& o&+! (he& " $ro$er ,etho'o+o/! is
"'o$te'- Th*s (e c"& s"! Metho'o+o/! is " too+ (hich $rocess the '"te
to " re+i"%+e i&or,"tio&- The $rese&t ch"$ter "tte,$t to hi/h+i/ht the
rese"rch ,etho'o+o/! "'o$te' i& this $ro#ect-
RE(EARC) DE(IGN
A rese"rch 'esi/& is " "rr"&/e,e&t o co&'itio&s or co++ectio& "&'
"&"+!sis o '"t" i& " ,"&&er th"t "i,s to co,%i&e re+e2"&ce to the
rese"rch $*r$ose (ith eco&o,! i& $roce'*re-
09
F*&'",e&t"+ to the s*ccess o &"! rese"rch $ro#ect is the so*&'
rese"rch
'esi/& " rese"rch 'esi/& is $*re+! "&' si,$+! the r",e(or) "&' $+"& or
the st*'! th"t /*i'es the co++ectio& "&' "&"+!sis o '"t"- It is " %+*e $ri&t
th"t is o++o(e' i& co,$+eti&/ " st*'!-
T*PE( OF RE(EARC) DE(IGN
There "re 0 %"sis t!$es o rese"rch 'esi/&
1- E4$+or"tor! Rese"rch Desi/&
.- Descri$ti2e Rese"rch Desi/&
0- E4$eri,e&t"+ Rese"rch Desi/&
O*t o the rese"rch 'esi/& s"i' "%o2e the rese"rch 'esi/& too) or
the st*'! ("s E4$+or"tor! Rese"rch Desi/&
E+PLORATOR* RE(EARC) DE(IGN
The E4$+or"tor! Rese"rch thro(s +i/ht o& 'ei&i&/ " $ro%+e,1 i&
'isco2eri&/ &e( i'e"s1 "&' si/hts 'ee$ i&to the $ro%+e, "t h"&'-
I,$ort"&ce o E4$+or"tor! Rese"rch Desi/&
E4$+or"tor! st*'! c"& %e *se' to est"%+ish $riorities i& st*'!i&/ the
co,$eti&/ e4$+"&"tio& o the $he&o,e&o&-
It he+$s i& or,*+"ti&/ " $ro%+e, i& ter,s o $ro%+e, 'ei&itio& or
H!$othesis D"t" Co++ectio& Metho's
08
DATA U(ED,
Pri,"r! '"t" is *se' to co++ect the o$i&io&1 ee+i&/ "&' "ttit*'e o the
$*%+ic-
DATA COLLECTION MET)OD,
A s*r2e! ,etho' h"s %ee& *se' to co++ect the '"t"-
IN(TRUMENT U(ED,
Q*estio&&"ire h"s %ee& *se or the $*r$ose o s*r2e! "&'
A*estio&&"ire is str*ct*re' o&e "&' it co&sists o ,*+ti$+e choice o
A*estio& o++o(e' %! 'ichoto,o*s A*estio&-
PERIOD OF (UR-E*,
The '*r"tio& o the st*'! h"s %ee& or the t(o ,o&ths-
(AMPLING
S",$+i&/ ,"! %e 'ei&e' "s the se+ectio& o so,e $"rt o "&
"//re/"te or tot"+it!- O& the %"sis o (hich " #*'/,e&t or i&ere&ce "%o*t
the "//re/"te or tot"+it! is ,"'e- Rese"rch co&'*cte' %! co&si'eri&/ o&+!
" e( *&its o $o$*+"tio& is c"++e' "s S",$+i&/- S",$+i&/ is "& i,$ort"&t
"&' $ers*"si2e "cti2it!- S",$+i&/ tech&iA*e h"s /ot its o(& R"&/e o
"'2"&t"/es
? Re'*ce cost o(i&/ to " st*'! o se+ecte' *&its ro, the $o$*+"tio&
? Gre"ter s$ee' is there '*e to s,"++er *&its to %e st*'ie'
? Gre"ter "cc*r"c! is res*+ts
? Gre"ter 'e$th o i&or,"tio&
? Reser2"tio& o *&its or re*se i& 'estr*cti2e &"t*re o e4$eri,e&ts
is $ossi%+e
0:
MET)OD( OF (AMPLING
I& this st*'! &o& $ro%"%i+it! s",$+i&/ h"s %ee& "'o$te'- U&'er the
&o& $ro%"%i+it! s",$+i&/ co&2e&ie&ce s",$+i&/ h"s %ee& t")e& or the
$*r$ose o st*'!-
CON-ENIENCE (AMPLING
The s",$+i&/ *&its "re chose& $ri,"ri+! o& the %"sis o
co&2e&ie&ce to the rese"rcher is )&o(& "s Co&2e&ie&ce S",$+i&/-
(AMPLE (I.E
O&e c"& s"! th"t the s",$+e ,*st %e "& o$ti,*, siBe th"t it is sho*+' %e
&either e4cessi2e+! +"r/e &or too s,"++- Tech&ic"++!1 the s",$+e siBe
sho*+' %e +"r/e e&o*/h to /i2e " co&i'e&ce i&ter2"+ o 'esire' (i'th "&'
"s s*ch the siBe o the s",$+e ,*st %e chose& %! +o/ic"+ $rocess %eore
s",$+e is t")e& ro, the *&i2erse
D$t$ Co''e&t"o $d A$'ys"s
E4h"*sti2e +ist o the e&tire e,$+o!ee is o%t"i&e'- A s",$+e siBe o
67 is chose& to %e re$rese&t"ti2e o the $o$*+"tio& ?&e"r+! 17L@- !ample
interval is determined (y dividing total no- of employee (y the sample
si.e ?R1:-0.@-E2er! te&th i&'i2i'*"+ "$$e"ri&/ i& the e4h"*sti2e +ist is
the& se+ecte'- S",$+es 'r"(& "re *se' to co++ect '"t" $ert"i&i&/ to
e,$+o!ees> s"tis"ctio& "s (e++ "s i,$ort"&ce to("r's the 16 "ttri%*tes
+iste'-
0<
S+*+2!+23*5 T,,5! U!16
The st"tistic"+ too+ *se' to i&' the stress +e2e+ ",o&/ the
e4ec*ti2es is Random sampling method-
S",$+i&/ ,etho's "re c+"ssiie' "s either probability or non%
4,9*9252+?. In probability samples, each member of the
population has a )&o(& .,.%@1, probability of being
selected. Probability methods include random s",$+i&/1
s!ste,"tic s",$+i&/1 "&' str"tiie' s",$+i&/- I& .,. 4,9*9252+?
s",$+i&/1 ,e,%ers "re se+ecte' ro, the $o$*+"tio& i& so,e .,.%
*.6,7 ,"&&er-
I& .,. 4,9*9252+? s",$+i&/1 the 'e/ree to (hich the sample differs from
the population remains unkno/n-
Random sampling is the purest form of pro(a(ility sampling- E"ch
,e,%er o the $o$*+"tio& h"s "& eA*"+ "&' )&o(& ch"&ce o %ei&/
se+ecte'- Whe& there "re 2er! +"r/e $o$*+"tio&s1 it is ote& 'iic*+t or
i,$ossi%+e to i'e&ti! e2er! ,e,%er o the $o$*+"tio&1 so the $oo+ o
"2"i+"%+e s*%#ects %eco,es %i"se'-
37
DATA ANALYSIS ; INTERPRETATION
31
DATA ANALYSIS ; INTERPRETATION
TOTAL STRENGTH OF THE EMPLOYEES IN THE COMPANY
D$PARTM$0T CM! 10F% !2!T$M! P3T 4TD
MALE FEMALE TOTAL
HR ; A',i&istr"tio& 16 9 .1
Acco*&ts 16 .7 06
S"+es ; M"r)eti&/ .77 07 .07
Ser2ice 067 07 0:7
C*sto,er C"re 167 177 .67
T,+*5 A3$ 18' 91'
CM( INFO (*(TEM( P-T LTD
MALE FEMALE
807 1:9
TOTAL STRENGTH <19
SAMPLE SISE 67
SAMPLE INTERJAL ?<19N67@ R 1:-0.
3.
Ch"rt sho(s tot"+ stre&/th o the e,$+o!ees i& the co,$"&!
30
T*951 !/,B2.0 -21.65? B,C2.0 1.:2,.71.+
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 34 !
" Satisfactory # 14
3 Extremely Not satisfactory $ 1!
%otal &' 1'' (
I.-11.31:
? Accor'i&/ to the s*r2e!1
'8Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith (or)i&/ e&2iro&,e&t1
14D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! i& (or)i&/ e&2iro&,e&t1
18D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith the (or)i&/ e&2iro&,e&t1
33
C/*+ !/,B2.0 -21.65? B,C2.0 1.:2,.71.+
36
T*951 !/,B2.0 3,.:1.21.+ B,C 5,3*+2,.
SI.NO Particulars Respondents Percentage
1 Satisfactory "# &4
" Neutral 1! 3
3 Not satisfactory & 1'
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
E4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith co&2e&ie&t (or) +oc"tio&1
3'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith co&2e&ie&t (or) +oc"tio&1
1$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith co&2e&ie&t (or)
+oc"tio&-
39
C/*+ !/,B2.0 3,.:1.21.+ B,C 5,3*+2,.
38
T*951 !/,B2.0 13,0.2+2,. +/1 ,0*.2@*+2,. 2! 4,:262.0 -,
?,8 B,C *33,7452!/16
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory "$ &!
" Satisfactory 1"
3 Extremely Not satisfactory 1& 3$
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
E8Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith reco/&itio& the
or/"&iB"tio& is $ro2i'i&/ or !o*r (or) "cco,$+ishe'1
1#D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith reco/&itio& the or/"&iB"tio& is
$ro2i'i&/ or !o*r (or) "cco,$+ishe'1
39D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith reco/&itio& the
or/"&iB"tio& is $ro2i'i&/ or !o*r (or) "cco,$+ishe'1
C/*+ !/,B2.0 R13,0.2+2,. +/1 ,0*.2@*+2,. 2! 4,:262.0 -,
?,8 B,C *33,7452!/16
3:
T*951 !/,B2.0 *1 ?,8 /*44? B2+/ +/1 ,44,+8.2+21! 02:1.
9? +/1 ,0*.2@*+2,. -, -51;2951 B,C2.0 /,8!
3<
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory "" 44
" Satisfactory 1" ""
3 Satisfactory Not satisfactory 1 3"
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith h"$$! (ith the
o$$ort*&ities /i2e& %! the or/"&iB"tio& or
+e4i%+e (or)i&/ ho*rs1
##D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith1 h"$$! (ith the o$$ort*&ities
/i2e& %! the or/"&iB"tio& or +e4i%+e (or)i&/
ho*rs1
3#D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith h"$$! (ith the
o$$ort*&ities /i2e& %! the or/"&iB"tio& or
+e4i%+e (or)i&/ ho*rs1
-
C/*+ !/,B2.0 ?,8 /*44? B2+/ +/1 ,44,+8.2+21! 02:1. 9?
+/1 ,0*.2@*+2,. -, -51;2951 B,C2.0 /,8!
67
T*951 !/,B2.0 2! +/1 +27152.1!! ,- 7*2.+1.*.31 14*2!
61
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 3" 4
" Satisfactory 1& 3'
3 Extremely Not satisfactory 3 '
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
'4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith the ti,e+i&ess o
,"i&te&"&ce re$"irs1
3$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith the ti,e+i&ess o ,"i&te&"&ce
re$"irs1
$'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith the ti,e+i&ess o
,"i&te&"&ce re$"irs-
C/*+ !/,B2.0 2! +/1 +27152.1!! ,- 7*2.+1.*.31 14*2!
6.
T*951 !/,B2.0 !*+2!-*3+2,. 2. -*3252+? 02:1. 9? 7*.*0171.+
60
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 3# #4
" Satisfactory ! 1
3 Extremely Not satisfactory & 1'
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
A4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith "ci+it! /i2e& %!
,"&"/e,e&t1
1'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith "ci+it! /i2e& %! ,"&"/e,e&t1
1$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith "ci+it! /i2e& %!
,"&"/e,e&t-
C/*+ !/,B2.0 !*+2!-*3+2,. 2. -*3252+? 02:1. 9? 7*.*0171.+
63
T*951 !/,B2.0 I.+11!+2.0 *.6 1.F,?*951 B,C
66
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 1& 3'
" Satisfactory "" 44
3 Extremely Not satisfactory 13 "
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
3$Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith i&teresti&/ "&' e&#o!"%+e
(or)1
44D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith i&teresti&/ "&' e&#o!"%+e (or)1
#'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith i&teresti&/ "&'
e&#o!"%+e (or)-
C/*+ !/,B2.0 I.+11!+2.0 *.6 1.F,?*951 B,C
69
T*951 !/,B2.0 =,C +/*+ 02:1! * !1.!1 ,- *3/21:171.+
68
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 1! 3
" Satisfactory "" 44
3 Extremely Not satisfactory 1' "'
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
3'Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith se&se o "chie2e,e&t1
44D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith se&se o "chie2e,e&t1
#$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith se&se o "chie2e,e&t-
C/*+ !/,B2.0 B,C +/*+ 02:1! * !1.!1 ,- *3/21:171.+
6:
T*951 !/,B2.0 7*.*0171.+ !844,+ -, A662+2,.*5 +*2.2.0
& 1683*+2,.
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 3" 4
6<
" Satisfactory 11 ""
3 Extremely Not satisfactory # 14
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
'4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! ,"&"/e,e&t s*$$ort or
"''itio&"+ tr"i&i&/ "&' e'*c"tio&1
##D o the res$o&'e&ts h"2e e4$resse' co&2e&ie&t
th"t the! "re s"tis"ctor! (ith "''itio&"+ tr"i&i&/ "&'
e'*c"tio&1
14D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith "''itio&"+ tr"i&i&/ "&'
e'*c"tio&-
C/*+ !/,B2.0 *662+2,.*5 7*.*0171.+ !844,+ -,
A662+2,.*5 +*2.2.0 & 1683*+2,.
97
T*951 !/,B2.0 J,9 !1382+?
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 3 #"
" Satisfactory & 1'
3 Extremely Not satisfactory $ 1!
%otal &' 1''
91
I.-11.31:
? Accor'i&/ to the s*r2e!1
A#Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith #o% sec*rit!1
1$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith #o% sec*rit!1
18D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith #o% sec*rit!-
C/*+ !/,B2.0 F,9 !1382+?
9.
T*951 !/,B2.0 O44,+8.2+21! -, 41!,.*5 61:15,471.+
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 1" "4
90
" Satisfactory "& &'
3 Extremely Not satisfactory 13 "
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
#4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith $erso&"+ 'e2e+o$,e&t1
E$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith $erso&"+ 'e2e+o$,e&t1
#'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith $erso&"+ 'e2e+o$,e&t-
C/*+ !/,B2.0 ,44,+8.2+21! -, 41!,.*5 61:15,471.+
93
T*951 !/,B2.0 O44,+8.2+21! -, 4,7,+2,.G3*11 4,!413+!
96
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory "" 44
" Satisfactory 1" "4
3 Extremely Not satisfactory 1 3"
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith $ro,otio&"+ c"reer1
#4D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith $ro,otio&"+ c"reer1
3#D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith $ro,otio&"+ c"reer-
C/*+ !/,B2.0 ,44,+8.2+21! -, 4,7,+2,.G3*11 4,!413+!
99
T*951 !/,B2.0 1;+* 91.1-2+! 4,:2616 9? ,0*.2@*+2,. 52C1
+,8> 0?7> LTT 1+3>
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 1" "4
" Satisfactory ! 1
3 Extremely Not satisfactory 3' '
98
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
#4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith e4tr" %e&eits $ro2i'e'
%! or/"&iB"tio& +i)e to*r1 /!,1 LTT etc1
1'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith e4tr" %e&eits $ro2i'e' %!
or/"&iB"tio& +i)e to*r1 /!,1 LTT etc>
'$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith e4tr" %e&eits
$ro2i'e' %! or/"&iB"tio& +i)e to*r1 /!,1 LTT
etc-
C/*+ !/,B2.0 1;+* 91.1-2+! 4,:2616 9? ,0*.2@*+2,. 52C1
+,8> 0?7> LTT 1+3>
9:
9<
T*951 !/,B2.0 H8*52+? ,- -,,6 !1:16 2. 3*.+11.
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 3! #
" Satisfactory '! 1
3 Extremely Not satisfactory '4 '!
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
A'Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith oo' ser2e' %! c"&tee&1
1'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith oo' ser2e' %! c"&tee&1
$8D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith oo' ser2e' %!
c"&tee&-
C/*+ !/,B2.0 H8*52+? ,- -,,6 !1:16 2. 3*.+11.
87
T*951 !/,B2.0 E745,?11 !8001!+2,. !3/171
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory "" 44
" Satisfactory ! 1
81
3 Extremely Not satisfactory "' 4'
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith e,$+o!ee s*//estio&
sche,e1
1'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith e,$+o!ee s*//estio& sche,e1
4$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith e,$+o!ee s*//estio&
sche,e-
C/*+ !/,B2.0 E745,?11 !8001!+2,. !3/171
8.
80
FINDINGS OF THE STUDY
83
FINDINGS OF T"E STUDY
? '8Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith (or)i&/ e&2iro&,e&t1
? E4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith co&2e&ie&t (or) +oc"tio&
? E8Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith reco/&itio& the or/"&iB"tio& is $ro2i'i&/ or !o*r
(or) "cco,$+ishe'1
? 44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith +e4i%+e (or)i&/1
? '4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith ,"i&te&"&ce1
? A4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith "ci+it! /i2e& %! oice1
? 44D o the res$o&'e&ts h"2e e4$resse' th"t the! "re s"tis"ctor!
(ith i&teresti&/ "&' e&#o!"%+e (or)1
? 44D o the res$o&'e&ts h"2e e4$resse' th"t the! "re s"tis"ctor!
(ith se&se o "chie2e,e&t
? '4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith "''itio&"+ tr"i&i&/ "&' e'*c"tio&
? A#Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith #o% sec*rit!1
? E$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith $erso&"+ 'e2e+o$,e&t
? 44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith $ro,otio&"+ c"reer1
? '$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+! &ot
s"tis"ctor! (ith the e4tr" %e&eits $ro2i'e' %! or/"&iB"tio& +i)e
/!,1 "ci+it! 1 LTT1
? A'Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith oo' ser2e' %! c"&tee&
86
? 44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith e,$+o!ee s*//estio& sche,e
89
SUGGESTIONS
S8001!+2,.!
88
1- The or/"&iB"tio& sho*+' )ee$ " tr"c) o& the st" ,e,%ers to )&o(
(hether the "ci+ities $ro2i'e' %! the, "re *ti+iBe' or the re+e2"&t
$*r$oses ; &ot or their $erso&"+ *ses-
.- Re/"r'i&/ the c"++ ce&tre %r"&ch or 'e$"rt,e&t the or/"&iB"tio&
sho*+' +oc) the $ho&e +i&es i&ste"' o the $ho&es (he& " $erso&
+e"2es the se"t-
0- To *se $"re&t"+ co&tro+ sot("re to +oc) the *&&ecess"r! (e%sites-
3- To c*t costs1 the or/"&iB"tio& c"& ,")e *se o &o&Eco&2e!"&ce
ser2ice "/ree,e&t (ith re/"r's to the /e&er"tor-
6- Si,i+"r+! the or/"&iB"tio& sho*+' ,")e co&2e!"&ce ser2ice
"/ree,e&t (ith re/"r' to *$s1 +oor c+e"&i&/1 $est co&tro+1 %*i+'i&/
,"i&te&"&ce etc-1
9- The or/"&iB"tio& sho*+' t")e e4tr" c"re re+"te' to /o2er&,e&t +i)e
e+ectricit! 1 ("ter "ci+it!1 'r"i&"/e1 etc-1
8- The (or)i&/ e&2iro&,e&t sho*+' %e i,$ro2e' to ,")e the st"
,e,%er ee+ h"$$ier-
:- Fi&"&ci"+ "ssist"&ce co*+' %e 'esi/&e' i& s*ch " ("! so "s to
i,$ro2e the "ci+ities /i2e& to the e,$+o!ees (hich i& ter,
i,$ro2es the eicie&c! o the e,$+o!ees-
8:
CONCLUSION
C,.358!2,.
A st*'! to i&' o*t (hether the e,$+o!ees "re s"tisie' %! the
"ci+ities /i2e& to the, i& the or/"&iB"tio&- The st*'! ("s
8<
c"rrie' o*t %! se+ecti&/ 67 ,e,%ers (or)i&/ i& re/io&"+ oice-
The rese"rch ("s 'o&e i& the "ro*&' ch",r"#"$et "t B"&/"+ore-
The '"t" ("s co++ecte' thro*/h A*estio&&"ire "&' 'isc*ssio&-
The '"t" co++ecte' ("s "&"+!Be' %"se' o& $reE'eter,i&e
o%#ecti2es- The "&"+!sis he+$e' to co,e o*t (ith the ,e&tio&e'
i&'i&/s "&' s*//estio&s-
A++ s*//estio&s "re /i2e& to re/io&"+ "',i&istr"ti2e "&'
"ci+it! ,"&"/er- Ho$i&/ th"t the! (o*+' i&cor$or"te ,!
s*//estio&s1 (hich (i++ r"ise the s"tis"ctio& o the e,$+o!ees-
:7
ANNETURE
A STUDY ON FACILITY MANAGEMENT
:1
1- N",e O
.- A/e O
0- M"rit"+ St"t*s O
3- E'*c"tio& Le2e+ O
6- Wor)i&/ e4$erie&ce O
9- Yo*r o$i&io& "%o*t (or)i&/ e&2iro&,e&t
a. Extremely Satisfactory ) * +. Satisfactory ) *
c. Extremely not satisfactory ) *
8- Wh"t 'o !o* ee+ "%o*t co&2e&ie&t (or) +oc"tio&U
a. Extremely Satisfactory ) * +. Satisfactory ) *
c. Extremely not satisfactory ) *
:- Are !o* s"tisie' (ith the reco/&itio& the or/"&iB"tio&
Pro2i'i&/ or !o*r (or) "cco,$+ishe'U
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
$. ,re you -appy .it- t-e opportunities gi/en +y t-e organi0ation for
1lexi+le .or2ing -ours3
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
1'. Is the ti,e r",e or ,"i&te&"&ce re$"irs s"tis"ctor!U
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
:.
11- Are !o* s"tisie' %! the "ci+it! /i2e& %! ,"&"/e,e&tU
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
1.- Is !o*r (or) I&teresti&/ "&' E&#o!"%+eU
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
10- Does Wor) !o*r /i2e " se&se o "chie2e,e&tU
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
13- Does the M"&"/e,e&t s*$$ort or A''itio&"+ tr"i&i&/ ;
e'*c"tio&U
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
16- E4$ress !o*r s"tis"ctio& +e2e+ re/"r'i&/ the Io% sec*rit! i& the
Or/"&iB"tio&
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
19- O$$ort*&ities or $erso&"+ 'e2e+o$,e&t
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
18- O$$ort*&ities or Pro,otio&Nc"reer Pros$ects
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
:0
1:- Wh"t 'o !o* ee+ "%o*t the e4tr" %e&eits $ro2i'e' %!
Or/"&iB"tio& +i)e to*r1 /!, "ci+it!1 LTT etc1
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
1<- Are !o* s"tisie' (ith the Q*"+it! o oo' ser2e' i& the c"&tee&U
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
.7- Wh"t 'o !o* ee+ "%o*t E,$+o!ee s*//estio& sche,eU
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
"1. 4eneral suggestion if any5
66666666666666666666666666666666666666666666666666666666666666
66666666666666666666666666666666666666666666666666666666666666
66666666666666666666666666666666666666666666666666666666666666
66666666666666666666666666666666666666666666666666666666666666
:3
BIBLIOGRAPHY
BIBLIOGRAPHY
? (((-Goo/+e-co,
? (((-citehr-co,
? (((-scri%e-co,
:6
? (((-c,si&os!ste,s-co,
? (((-!o*&/hr(or+'-co,
? F"ci+it! ,"&"/e,e&t h"&' %oo)
:9
doc_777745500.doc
Facility Management means all the services provided to the employer for smooth functioning of the organization. It includes Housekeeping, Transport, Electrical Maintenance, Plumbing, Carpentry, Security, Canteen, Building Maintenance, Pest control, Laundry, Travel arrangements, and is in general. Apart from this any work related to employee welfare and administration will fall under facility management. In some organization, statutory compliance with regard to contract labor also comes under facility management. Further intraction with Govt.officials like ESIC, PF, Lab our department, Factory inspectorate, Police officials also comes under facility management.
A STUDY ON ADMINISTRATION & FACILITY MANAGEMENT
AT
CMS INFOSYSTEMS PVT LTD (BANGALORE)
PROJECT REPORT
BY
NAMES REGISTER NO:
P.BALAMURUGAN NG 81493
UNDER THE GUIDANCE OF
M!. ANIT"A MALISETTLY MBA
SUBMITTED IN THE PARTIAL FULFILMENTS OF THE
REQUIREMENTS FOR THE AWARD OF
BAC"ELOR OF BUSINESS ADMINISTRATION
(#$1$%#$11)
GURU NANA& COLLEGE
VELAC"ERY
C"ENNAI % '$$ $4#.
1
DEPARTMENT OF BUSINESS ADMINISTRATION
BONAFIDE CERTIFICATE
This is to certi! th"t this Pro#ect Re$ort is the %o&"i'e (or) o
M.P.BALAMURUGAN. Reg. No. NG81493 (ho c"rrie' o*t the
$ro#ect e&tit+e' (ADMINISTRATION & FACILITY
MANAGEMENT) *+ CMS INFOSYSTEMS PVT LTD
(BANGALORE) "s " $"rti"+ *+i++,e&t o B -B-A III !e"r or the
"c"'e,ic !e"r-
P,-%I.%C/*01 P2.324*5
"1*6 ,- +/1 D14*+71.+
S8972++16 -, V2:* V,31 E;*72.*+2,. /156
,.<<<<<<<<
<<<<<<<<<
I.+1.*5 E;*72.1 E;+1.*5 E;*72.1
.
GUIDE CERTIFICATE
This is to certi! th"t the $ro#ect *&'ert")e& %!
M.P.BALAMURUGAN. R10. N,. NG81493 (ho c"rrie' o*t
the $ro#ect e&tit+e' (ADMINISTRATION & FACILITY
MANAGEMENT) *+ CMS INFOSYSTEMS PVT LTD
(BANGALORE) "s " $"rti"+ *+i++,e&t o B -B-A III !e"r ("s
$eror,e' *&'er ,! /*i'"&ce "&' to the %est o o*r )&o(+e'/e-
M!. ANIT"A MALISETTLY MBA
0
DECLARATION
I ", M.P.BALAMURUGAN. R10. N,. NG81493
%o&"i'e st*'e&t o B-B-A-1 III !e"r1 GURU NANA& COLLEGE1
Che&&"i 'ec+"re th"t the $ro#ect e&tit+e' (ADMINISTRATION &
FACILITY MANAGEMENT) *+ CMS INFOSYSTEMS PVT
LTD (BANGALORE) i& the $"rti"+ *+i++,e&t o B-B-A-1
De/ree1 U&i2ersit! o M"'r"s1 is ,! o(& (or) "&' is &ot or,e'
o& the %"sis or the "("r' o the tit+e to "&! c"&'i'"te to "&!
*&i2ersit!-
Mr- P- BALAMURUGAN
3
AC&NO=LEDGMENT
We "re i&'e%te' to ,"&! $eo$+e or the s*ccess*+ co,$+etio& o
this $ro#ect "&' (o*+' +i)e to t")e this o$$ort*&it! to "c)&o(+e'/e the
eort $*t orth %! the, o& o*r %eh"+ "&' "+so th"&) the, i& "ssisti&/ o*r
to 'o this $ro#ect i& s*ch " /oo' ,"&&er-
We (o*+' +i)e to e4te&' o*r he"rt! th"&)s to o*r res$ecte'
$ri&ci$"+1 D MARLIN JO"N MORAIS> *.6 P,-%I.%C/*01> P,-.
T.RAVI&UMAR.M.C,7.> M.P"IL> B.L.> *.6 "OD MR.
SUBRAMANIYAN M!3. For /i2i&/ *s "& o$$ort*&it! to *&'er/o this
$resti/io*s co*rse or their i&2"+*"%+e /*i'"&ce "&' e&co*r"/e,e&t i& the
s*ccess*+ co,$+etio& o this $ro#ect-
We e4te&' o*r 'ee$est /r"tit*'e "&' th"&)s +, M!. ANIT"A
MALISETTLY MBA> F"c*+t! /*i'e De$"rt,e&t o BBA1 G*r* N"&")
co++e/e1 Che&&"i or their "ssist"&ce i& o*r co,$+etio& o the $ro#ect-
We "re /r"te*+ +, M!. D114* MBA (*672.2!+*+2,. *.6 -*3252+?
7*.*0171.+ 2. 37! 2.-, !?!+17! P:+ 5+6) *.6 ,+/1 1745,?11! ,-
CMS INFOSYSTEMS PVT LTD i& (hich I h"' 'o&e o*r $ro#ect (or)
"&' other st"s i& GURU NANA5 COLLEGE i&c+*'i&/ the Li%r"ri"&
(ho (ere s*$$orti2e i& o*r three !e"rs o B-B-A co*rse-
We o(e o*r si&cere /r"tit*'e "&' i&'e%t to ,8 4*1.+! or their
e&co*r"/e,e&t "&' s*$$ort or %oth t")i&/ *$ the three !e"rs B-B-A
co*rse "&' "+so '*ri&/ co,$+etio& the $ro#ect (or)-
We (o*+' +i)e to co&c+*'e o*r "c)&o(+e'/e,e&t %! o&ce "/"i&
e4te&'i&/ o*r /r"tit*'e to the "%o2e $erso&"+ities-
6
A study o Ad!""st#$t"o $d %$&"'"ty !$$ge!et
CONTENTS
S.N,. TITLE NAME PAGE N,.
1 I&tro'*ctio& 78
. Co,$"&! $roi+e .7
0 Nee' or the st*'! .9
3 Re2ie( o +iter"t*re .:
6 O%#ecti2e o st*'! 07
9 Li,it"tio&s o the st*'! 0.
8 Rese"rch ,etho'o+o/! 03
: D"t" "&"+!sis ; i&ter$ret"tio&s 37
< Fi&'i&/s 80
17 S*//estio&s 89
11 co&c+*sio& 8:
1. A&&e4*re :7
10 Bi%+io/r"$h! :3
9
INTRODUCTION
8
"87*. R1!,831! M*.*0171.+ I!!81!%
=Peo$+e "re o*r /re"test "sset> is " ,"&tr" th"t co,$"&ies h"2e %ee&
ch"&ti&/ or !e"rs- B*t o&+! " e( co,$"&ies h"2e st"rte' $*tti&/ H*,"&
Reso*rces M"&"/e,e&t ?HRM@ s!ste,s i& $+"ce th"t s*$$ort this
$hi+oso$h!- There "re " &*,%er o ch"++e&/es i& the I&'i"& i&'*str!
(hich reA*ire the serio*s "tte&tio& o HR ,"&"/ers to =i&' the ri/ht
c"&'i'"te> "&' %*i+' " =co&'*ci2e (or) e&2iro&,e&t> (hich (i++ %e
%e&eici"+ or the e,$+o!ees1 "s (e++ "s the or/"&iB"tio&- The i&'*str! is
"+re"'! *&'er stress o& "cco*&t o $ersiste&t $ro%+e,s s*ch "s "ttritio&1
co&i'e&ti"+it!1 "&' +o!"+t!- Other $ro%+e,s "re ,"&"/i&/ $eo$+e1
,oti2"tio& to "'o$t &e( tech&o+o/! ch"&/es1 recr*it,e&t "&' tr"i&i&/1
$eror,"&ce ,"&"/e,e&t1 'e2e+o$,e&t1 "&' co,$e&s"tio& ,"&"/e,e&t-
With these ch"++e&/es1 it is ti,e+! or or/"&iB"tio&s to rethi&) the ("!s
the! ,"&"/e their $eo$+e- M"&"/i&/ HR i& the )&o(+e'/e %"se' i&'*str!
is " si/&iic"&t ch"++e&/e or HR ,"&"/ers "s it i&2o+2es " ,*+ti t"s)
res$o&si%i+it!- I& the $rese&t sce&"rio1 HR ,"&"/ers $eror, " 2"riet! o
res$o&si%i+ities- E"r+ier their ro+e ("s co&i&e' to "',i&istr"ti2e
*&ctio&s +i)e ,"&"/i&/ ,"&$o(er reA*ire,e&ts "&' ,"i&t"i&i&/ ro++s
or the or/"&iB"tio&- No( it is ,ore str"te/ic "s $er the 'e,"&'s o the
i&'*str!-
:
Managing People
I& 2ie( o the i&'*str! '!&",ics1 i& the c*rre&t ti,es1 there is " /re"ter
'e,"&' or )&o(+e'/e (or)ers- Res*,es "%o*&'1 !et co,$"&ies sti++
er2e&t+! se"rch or the $eo$+e (ho c"& ,")e " 'iere&ce to the %*si&ess-
Ote& t"+e&te' $roessio&"+s e&#o! hi/h %"r/"i&i&/ $o(er '*e to their
)&o(+e'/e "&' s)i++s i& h"&'- The "ttit*'e is 'iere&t or those (ho "re
t")i&/ *$ res$o&si%i+ities "t " +esser "/e "&' e4$erie&ce- These "ctors
h"2e res*+te' i& the c+e"r shit i& "$$ro"ch to i&'i2i'*"+iBe' c"reer
,"&"/e,e&t ro, or/"&iB"tio& c"reer co,,it,e&t-
Motivating the Workforce
As the co,$etitio& is /ro(i&/ r"$i'+! i& the /+o%"+ ,"r)et1 "
tech&o+o/ic"+ e'/e s*$$orte' %! " t"+e&t $oo+ h"s %eco,e " cr*ci"+ "ctor
or s*r2i2"+ i& the ,"r)et- N"t*r"++!1 "s " res*+t e2er! or/"&iB"tio& /i2es
to$ $riorit! to tech&o+o/! "'2"&ce,e&t $ro/r",s- HR ,"&"/ers "re &o(
$eror,i&/ the ro+e o ,oti2"tors or their )&o(+e'/e (or)ers to "'o$t
&e( ch"&/es-
Competency Development
H*,"& c"$it"+ is the re"+ "sset or "&! or/"&iB"tio&1 "&' this ,")es the
HR ro+e i,$ort"&t i& recr*iti&/1 ,"&"/i&/1 "&' ret"i&i&/ the %est- The
HR 'e$"rt,e&t h"s " c+e"r ro+e i& this $rocess "&' 'eter,i&es the s*ccess
te,$o o "&! or/"&iB"tio&- A& *r/e&t $riorit! or ,ost o the
or/"&iB"tio&s is to h"2e "& i&&o2"ti2e "&' co,$ete&t HR $oo+C so*&' i&
HR ,"&"/e,e&t $r"ctices (ith stro&/ %*si&ess )&o(+e'/e-
<
Recruitment and Training
Recr*it,e&t h"s %eco,e " ,"#or *&ctio& ro, "& i,$er"ti2e s*% s!ste,
i& HR1 $"rtic*+"r+! i& the i&'*str!- HR ,"&"/ers $+"! " 2it"+ ro+e i&
cre"ti&/ "ssets or the or/"&iB"tio& i& the or, o A*"+it! ,"&$o(er-
Attr"cti&/ &e( t"+e&t "+so is " to$ $riorit! or sot("re co,$"&ies1 %*t
+ess so or s,"++er co,$"&ies- A&other ch"++e&/e or HR ,"&"/ers is to
$*t s!ste,s i& $+"ce to ,")e the $eo$+e " $erect it or the #o%- S)i++
re'*&'"&c! is "st i& the i&'*str!- To o2erco,e this $ro%+e,1
or/"&iB"tio&s /i2e the *t,ost $riorit! to tr"i&i&/ "&' s)i++ e&h"&ce,e&t
$ro/r",s o& " co&ti&*o*s %"sis- M"&! co,$"&ies "re $ro2i'i&/ tech&ic"+
tr"i&i&/ to the e,$+o!ees o& " A*"rter+! %"sis- These tr"i&i&/s "re A*ite
*se*+ "+so i& ter,s o $ro2i'i&/ sec*rit! to the e,$+o!ees-
The Trust Factor
Lo( +e2e+s o tr*st i&hi%it t"cit )&o(+e'/e sh"ri&/ i& the )&o(+e'/e
%"se' i&'*str!- It is esse&ti"+ th"t O*r Co,$"&! t")es ,ore i&iti"ti2es to
i,$ro2e the sec*rit! +e2e+s o the e,$+o!ees-
Work life Balance Factor
A&other 'i,e&sio& to the ch"++e&/es "ce' %! o*r co,$"&! is the
/ro(i&/ $"ce o t"+e&t "cA*isitio&- This "s$ect cre"tes (ith it the
ch"++e&/e o " s,oother "ssi,i+"tio& "&' the c*+t*r"+ %i&'i&/ o the &e(
co,ers i&to the or/"&iB"tio& o+'- The $ress*re o 'e+i2eri&/ the %est o
A*"+it! ser2ices i& " re'*ce' ti,e r",e c"++s or e&s*ri&/ th"t e,$+o!ees
,"i&t"i& " (or) +ie %"+"&ce-
17
AttritionRetention of the Talent Pool
O&e o the to*/hest ch"++e&/es or the HR ,"&"/ers i& the i&'*str! is to
'e"+ (ith the $re2"+e&t hi/h "ttritio& +e2e+s- Tho*/h there is "& "'eA*"te
s*$$+! o A*"+iie' st" "t e&tr! +e2e+1 there "re h*/e /"$s i& the ,i''+e
"&' se&ior +e2e+ ,"&"/e,e&t i& the i&'*str!- F*rther1 the s"+"r! /ro(th
$+"& or e"ch e,$+o!ee is &ot (e++ 'ei&e'- This sit*"tio& h"s res*+te' i&
i&cre"se' +e2e+s o $o"chi&/ "&' "ttritio& %et(ee& or/"&iB"tio&s- The
i&'*str! "2er"/e "ttritio& r"te is 07D06 $er ce&t "&' co*+' r"&/e *$ to 97
$er ce&t-
Bridging the Demand !upply "ap
HR ,"&"/ers h"2e to %ri'/e the /"$ %et(ee& the 'e,"&' "&' s*$$+! o
$roessio&"+s- The! h"2e to ,"i&t"i& co&siste&c! i& $eror,"&ce "&'
h"2e to )ee$ the ,oti2"tio& +e2e+s o e,$+o!ees hi/h1 'es$ite the
,o&oto&o*s &"t*re o (or)- The s",e "+so +e"'s to rec*rri&/ tr"i&i&/
costs- I&co&siste&t $eror,"&ce 'irect+! "ects re2e&*es- D(i&'+i&/
,oti2"tio& +e2e+s +e"' to " +oss o i&terest i& the #o% "&' " hi/her &*,%er
o errors-
11
A672.2!+*+2,. *.6 -*3252+? 7*.*0171.+
F"ci+it! M"&"/e,e&t ,e"&s "++ the ser2ices $ro2i'e' to the
e,$+o!er or s,ooth *&ctio&i&/ o the or/"&iB"tio&- It i&c+*'es
Ho*se)ee$i&/1 Tr"&s$ort1 E+ectric"+ M"i&te&"&ce1 P+*,%i&/1 C"r$e&tr!1
Sec*rit!1 C"&tee&1 B*i+'i&/ M"i&te&"&ce1 Pest co&tro+1 L"*&'r!1 Tr"2e+
"rr"&/e,e&ts1 "&' is i& /e&er"+- A$"rt ro, this "&! (or) re+"te' to
e,$+o!ee (e+"re "&' "',i&istr"tio& (i++ "++ *&'er "ci+it! ,"&"/e,e&t-
I& so,e or/"&iB"tio&1 st"t*tor! co,$+i"&ce (ith re/"r' to co&tr"ct +"%or
"+so co,es *&'er "ci+it! ,"&"/e,e&t- F*rther i&tr"ctio& (ith
Go2t-oici"+s +i)e ESIC1 PF1 L"% o*r 'e$"rt,e&t1 F"ctor! i&s$ector"te1
Po+ice oici"+s "+so co,es *&'er "ci+it! ,"&"/e,e&t-
M"&"/e,e&t ser2ices ,"&"/ers $+"&1 coor'i&"te1 "&' 'irect "
%ro"' r"&/e o ser2ices th"t "++o( or/"&iB"tio&s to o$er"te eicie&t+!-
The! ,i/ht1 or e4",$+e1 coor'i&"te s$"ce "++oc"tio&1 "ci+ities
,"i&te&"&ce "&' o$er"tio&s1 "&' ,"#or $ro$ert! "&' eA*i$,e&t
$roc*re,e&t- The! "+so ,"! o2ersee ce&tr"+iBe' o$er"tio&s th"t ,eet the
1.
&ee's o ,*+ti$+e 'e$"rt,e&ts1 s*ch "s i&or,"tio& "&' '"t" $rocessi&/1
,"i+1 ,"teri"+s sche'*+i&/ "&' 'istri%*tio&1 $ri&ti&/ "&' re$ro'*ctio&1
recor's ,"&"/e,e&t1 te+eco,,*&ic"tio&s ,"&"/e,e&t1 sec*rit!1
rec!c+i&/1 (e++&ess1 "&' tr"&s$ort"tio& ser2ices- M"&"/e,e&t ser2ices
,"&"/ers "+so e&s*re th"t co&tr"cts1 i&s*r"&ce reA*ire,e&ts1 "&'
/o2er&,e&t re/*+"tio&s "&' s"et! st"&'"r's "re o++o(e' "&' *$ to '"te-
The! ,"! e4",i&e e&er/! co&s*,$tio& $"tter&s1 tech&o+o/! *s"/e1 "&'
$erso&"+ $ro$ert! &ee's to $+"& or their +o&/Eter, ,"i&te&"&ce1
,o'er&iB"tio&1 "&' re$+"ce,e&t-
S$eciic '*ties or these ,"&"/ers 2"r! %! siBe o co,$"&! or
oice "&' 'e/ree o res$o&si%i+it! "&' "*thorit!- I& s,"++ or/"&iB"tio&s1 "
si&/+e "',i&istr"ti2e ser2ices ,"&"/er1 so,eti,es c"++e' "& oice
,"&"/er1 ,"! o2ersee "++ s*$$ort ser2ices- I& +"r/er o&es1 ho(e2er1 there
,"! %e se2er"+ +"!ers o "',i&istr"ti2e ser2ices ,"&"/ers th"t ,"!
s$eci"+iBe i& 'iere&t "re"s "&' re$ort to 'irectors o "',i&istr"tio&1 or
2ice $resi'e&ts o "',i&istr"tio& (ho o2ersee "++ "',i&istr"ti2e ser2ices-
The &"t*re o these ,"&"/eri"+ #o%s 2"ries "s si/&iic"&t+! "s the
r"&/e o "',i&istr"ti2e ser2ices reA*ire' %! or/"&iB"tio&s- For e4",$+e1
"',i&istr"ti2e ser2ices ,"&"/ers (ho (or) "s co&tr"ct "',i&istr"tors
o2ersee the $re$"r"tio&1 "&"+!sis1 &e/oti"tio&1 "&' re2ie( o co&tr"cts
re+"te' to the $*rch"se or s"+e o eA*i$,e&t1 ,"teri"+s1 s*$$+ies1 $ro'*cts1
or ser2ices- Other "',i&istr"ti2e ser2ices ,"&"/ers h"&'+e the
"cA*isitio&1 'istri%*tio&1 "&' stor"/e o eA*i$,e&t "&' s*$$+ies1 (hi+e
others o2ersee the 'is$os"+ o s*r$+*s or *&c+"i,e' $ro$ert!-
A',i&istr"ti2e ser2ices ,"&"/ers (ho (or) "s facility manager#s
$+"&1 'esi/&1 "&' ,"&"/e %*i+'i&/s1 /ro*&'s1 eA*i$,e&t1 "&' s*$$+ies-
I&cre"si&/+!1 the! 'e2e+o$ "&' i,$+e,e&t $+"&s th"t i&cor$or"te e&er/!
10
eicie&c! i&to " "ci+it!>s o$er"tio&s "&' str*ct*res- These t"s)s reA*ire
i&te/r"ti&/ the $ri&ci$+es o %*si&ess "',i&istr"tio&1 i&or,"tio&
tech&o+o/!1 "rchitect*re1 "&' e&/i&eeri&/- A+tho*/h the s$eciic t"s)s
"ssi/&e' to "ci+it! ,"&"/ers 2"r! s*%st"&ti"++! 'e$e&'i&/ o& the
or/"&iB"tio&1 the '*ties "++ i&to se2er"+ c"te/ories1 re+"ti&/ to o$er"tio&s
"&' ,"i&te&"&ce1 re"+ est"te1 $ro#ect $+"&&i&/ "&' ,"&"/e,e&t1
co,,*&ic"tio&1 i&"&ce1 "ci+it! *&ctio&1 tech&o+o/! i&te/r"tio&1 "&'
e&2iro&,e&t"+ "ctors- T"s)s (ithi& these %ro"' c"te/ories ,"! i&c+*'e
s$"ce "&' (or)$+"ce $+"&&i&/1 %*'/eti&/1 $*rch"se "&' s"+e o re"+
est"te1 +e"se ,"&"/e,e&t1 re&o2"tio&s1 or "rchitect*r"+ $+"&&i&/ "&'
'esi/&- F"ci+it! ,"&"/ers ,"! o2ersee re&o2"tio& $ro#ects to i,$ro2e
eicie&c! or e&s*re th"t "ci+ities ,eet /o2er&,e&t re/*+"tio&s "&'
e&2iro&,e&t"+1 he"+th1 "&' sec*rit! st"&'"r's- For e4",$+e1 the! ,"!
i&+*e&ce %*i+'i&/ re&o2"tio& $ro#ects %! reco,,e&'i&/ e&er/!Es"2i&/
"+ter&"ti2es or $ro'*ctio& eicie&cies th"t re'*ce ("ste- A''itio&"++!1
"ci+it! ,"&"/ers co&ti&*"++! ,o&itor the "ci+it! to e&s*re th"t it re,"i&s
s"e1 sec*re1 "&' (e++E,"i&t"i&e'- Ote&1 "ci+it! ,"&"/ers "re
res$o&si%+e or 'irecti&/ st"1 i&c+*'i&/ ,"i&te&"&ce1 /ro*&'s1 "&'
c*sto'i"+ (or)ers-
Work environment
A',i&istr"ti2e ser2ices ,"&"/ers s$e&' ,*ch o their '"! i& "&
oice1 %*t site 2isits "ro*&' the %*i+'i&/1 o*t'oors to s*$er2ise /ro*&'s
)ee$i&/ "cti2ities1 or to other "ci+ities *&'er their ,"&"/e,e&t "re
co,,o&- I o2erseei&/ " co&str*ctio& $ro#ect1 tr"2e+ to the co&str*ctio&
site is t!$ic"+- Tech&o+o/! "++o(s ,"&! "ci+it! ,"&"/ers to ,o&itor
eA*i$,e&t re,ote+! "&' te+eco&ere&ci&/ h"s re'*ce' the &ee' to tr"2e+
"s reA*e&t+! to ,eet (ith oEsite st" "&' 2e&'ors-
13
A%o*t h"+ o "',i&istr"ti2e ser2ices ,"&"/ers (or) " st"&'"r'
37Eho*r (ee)C ,ost o the re,"i&i&/ (or)orce (or) +o&/er ho*rs-
Ho(e2er1 *&co,$e&s"te' o2erti,e reA*e&t+! is reA*ire' to reso+2e
$ro%+e,s "&' ,eet 'e"'+i&es- F"ci+it! ,"&"/ers ote& "re Fo& c"++G to
"''ress " 2"riet! o $ro%+e,s th"t c"& "rise i& " "ci+it! '*ri&/
&o&(or)i&/ ho*rs-
E'*c"tio& "&' e4$erie&ce reA*ire,e&ts or these ,"&"/ers 2"r!
(i'e+!1 'e$e&'i&/ o& the siBe "&' co,$+e4it! o the or/"&iB"tio&- I&
s,"++ or/"&iB"tio&s1 e4$erie&ce ,"! %e the o&+! reA*ire,e&t- I& +"r/e
or/"&iB"tio&s1 ho(e2er1 "',i&istr"ti2e ser2ices ,"&"/ers ,"! &ee' "
%"che+or>s 'e/ree "&' "$$ro$ri"te e4$erie&ce-
$ducation and training
S$eciic e'*c"tio& "&' tr"i&i&/ reA*ire,e&ts 2"r! %! #o%
res$o&si%i+it!- Oice ,"&/ers i& s,"++er o$er"tio&s or +o(erE+e2e+
"',i&istr"ti2e ser2ices ,"&"/ers (ith e(er res$o&si%i+ities ,"! o&+!
&ee' " hi/h schoo+ 'i$+o," co,%i&e' (ith "$$ro$ri"te e4$erie&ce1 %*t "&
"ssoci"te 'e/ree is i&cre"si&/+! $reerre'-
I& +"r/er co,$"&ies (ith ,*+ti$+e +oc"tio&s1 eA*i$,e&t1 "&'
tech&o+o/ies to coor'i&"te1 hi/herE+e2e+ "',i&istr"ti2e ser2ices ,"&"/ers
&ee' "t +e"st " %"che+or>s 'e/ree- M"&"/ers o hi/h+! co,$+e4 ser2ices1
s*ch "s co&tr"ct1 i&s*r"&ce1 "&' re/*+"tor! co,$+i"&ce1 /e&er"++! &ee' "t
+e"st " %"che+orHs 'e/ree i& %*si&ess "',i&istr"tio&1 h*,"& reso*rces1
"cco*&ti&/1 or i&"&ce- Lo(erE+e2e+ ,"&"/ers ,"! "+so &ee' " %"che+or>s
'e/ree1 %*t re+"te' $ostseco&'"r! tech&ic"+ tr"i&i&/ ,"! "+so %e
s*%stit*te' or ,"&"/ers o $ri&ti&/1 sec*rit!1 co,,*&ic"tio&s1 or
16
i&or,"tio& tech&o+o/!- Those i&2o+2e' i& %*i+'i&/ ,"&"/e,e&t sho*+'
t")e " 'r"ti&/ c+"ss- Re/"r'+ess o ,"#or1 co*rses i& oice tech&o+o/!1
"cco*&ti&/1 co,$*ter "$$+ic"tio&s1 h*,"& reso*rces1 "&' %*si&ess +"(
"re hi/h+! reco,,e&'e'-
Most "ci+it! ,"&"/ers h"2e "& *&'er/r"'*"te or /r"'*"te 'e/ree
i& e&/i&eeri&/1 "rchitect*re1 co&str*ctio& ,"&"/e,e&t1 %*si&ess
"',i&istr"tio&1 or "ci+it! ,"&"/e,e&t- M"&! "+so h"2e %"c)/ro*&'s i&
re"+ est"te1 co&str*ctio&1 or i&terior 'esi/&1 i& "''itio& to ,"&"/eri"+
e4$erie&ce- Wh"te2er the e'*c"tio&"+ %"c)/ro*&'1 it ,*st %e
"cco,$"&ie' %! re+"te' (or) e4$erie&ce re+ecti&/ ,"&"/eri"+ "&'
+e"'ershi$ "%i+ities- M"&! "',i&istr"ti2e ser2ices ,"&"/ers o%t"i&e' their
e4$erie&ce %! s$eci"+iBi&/ i& o&e "re" "t irst1 the& "*/,e&ti&/ their
A*"+iic"tio&s %! "cA*iri&/ (or) e4$erie&ce i& other s$eci"+ties %eore
"ss*,i&/ ,"&"/eri"+ '*ties-
M"&"/ers o $ro$ert! "cA*isitio& "&' 'is$os"+ &ee' e4$erie&ce i&
$*rch"si&/ "&' s"+es1 "&' )&o(+e'/e o the 2"riet! o s*$$+ies1
,"chi&er!1 "&' eA*i$,e&t *se' %! the or/"&iB"tio&- M"&"/ers co&cer&e'
(ith s*$$+!1 i&2e&tor!1 "&' 'istri%*tio& sho*+' %e e4$erie&ce' i&
recei2i&/1 ("reho*si&/1 $"c)"/i&/1 shi$$i&/1 tr"&s$ort"tio&1 "&' re+"te'
o$er"tio&s- Co&tr"ct "',i&istr"tors ,"! h"2e (or)e' "s co&tr"ct
s$eci"+ists1 cost "&"+!sts1 or $roc*re,e&t s$eci"+ists-
%ther &ualifications
Perso&s i&tereste' i& %eco,i&/ "',i&istr"ti2e ser2ices ,"&"/ers
sho*+' h"2e /oo' +e"'ershi$ "&' co,,*&ic"tio& s)i++s "&' %e "%+e to
est"%+ish eecti2e (or)i&/ re+"tio&shi$s (ith ,"&! 'iere&t $eo$+e1
r"&/i&/ ro, ,"&"/ers1 s*$er2isors1 "&' $roessio&"+s1 to c+er)s "&'
%+*eEco++"r (or)ers- The! sho*+' %e "&"+!tic"+1 'et"i+Eorie&te'1 +e4i%+e1
19
"&' 'ecisi2e- The! ,*st %e "%+e to coor'i&"te se2er"+ "cti2ities "t o&ce1
A*ic)+! "&"+!Be "&' reso+2e s$eciic $ro%+e,s1 "&' co$e (ith 'e"'+i&es-
Certification and advancement
Most "',i&istr"ti2e ser2ices ,"&"/ers i& s,"++ or/"&iB"tio&s
"'2"&ce %! ,o2i&/ to other ,"&"/e,e&t $ositio&s or to +"r/er
or/"&iB"tio&s- The Associ"tio& o Proessio&"+ Oice M"&"/ers oers
o&+i&e tr"i&i&/ /e"re' to("r's s,"++ %*si&esses th"t i&'ic"te " +e2e+ o
$roessio&"+is, "&' co,,it,e&t to oice ,"&"/e,e&t-
A'2"&ce,e&t is e"sier i& +"r/e ir,s th"t e,$+o! se2er"+ +e2e+s
"&' t!$es o "',i&istr"ti2e ser2ices ,"&"/ers- A ,"sterHs 'e/ree i&
%*si&ess "',i&istr"tio& or " re+"te' ie+' c"& e&h"&ce " ,"&"/er>s
o$$ort*&ities to "'2"&ce to hi/herE+e2e+ $ositio&s1 s*ch "s 'irector o
"',i&istr"ti2e ser2ices- So,e e4$erie&ce' ,"&"/ers ,"! #oi& or
est"%+ish " ,"&"/e,e&t co&s*+ti&/ ir, to $ro2i'e "',i&istr"ti2e
,"&"/e,e&t ser2ices to other co,$"&ies o& " co&tr"ct %"sis-
A'2"&ce,e&t o "ci+it! ,"&"/ers is %"se' o& the $r"ctices "&'
siBe o i&'i2i'*"+ co,$"&ies- So,e "ci+it! ,"&"/ers tr"&ser ",o&/
'e$"rt,e&ts (ithi& "& or/"&iB"tio& or (or) their ("! *$ ro, tech&ic"+
$ositio&s- Others "'2"&ce thro*/h " $ro/ressio& o "ci+it! ,"&"/e,e&t
$ositio&s th"t oer "''itio&"+ res$o&si%i+ities- Co,$+etio& o the
co,$ete&c!E%"se' $roessio&"+ certiic"tio& $ro/r", oere' %! the
I&ter&"tio&"+ F"ci+it! M"&"/e,e&t Associ"tio& c"& /i2e $ros$ecti2e
c"&'i'"tes "& "'2"&t"/e- I& or'er to A*"+i! or the Certiie' F"ci+it!
M"&"/er ?CFM@ 'esi/&"tio&1 "$$+ic"&ts ,*st ,eet cert"i& e'*c"tio&"+
"&' e4$erie&ce reA*ire,e&ts- Peo$+e e&teri&/ the $roessio& "+so ,"!
o%t"i& the F"ci+it! M"&"/e,e&t Proessio&"+ ?FMP@ cre'e&ti"+1 " ste$$i&/
sto&e to the CFM-
18
$mployment change
E,$+o!,e&t o "',i&istr"ti2e ser2ices ,"&"/ers is $ro#ecte' to
/ro( %! 1. $erce&t o2er the .77:E1: 'ec"'e1 "%o*t "s "st "s the "2er"/e
or "++ occ*$"tio&s- Co&ti&*e' 'o(&siBi&/ %! co,$"&ies "&' i&cre"si&/
*se o oice tech&o+o/! ,"! res*+t i& " ,ore stre",+i&e' or/"&iB"tio&"+
str*ct*re (ith e(er +e2e+s o ,"&"/e,e&t1 re'*ci&/ the &ee' or so,e
$ositio&s- De,"&' sho*+' %e stro&/ or "ci+it! ,"&"/ers %ec"*se
%*si&esses i&cre"si&/+! re"+iBe the i,$ort"&ce o ,"i&t"i&i&/1 sec*ri&/1
"&' eicie&t+! o$er"ti&/ their "ci+ities- CostEc*tti&/ ,e"s*res to i,$ro2e
$roit"%i+it!1 stre",+i&e o$er"tio&s1 "&' co,$ete /+o%"++! (i++ co&ti&*e to
%e "''resse' %! ,"&! or/"&iB"tio&s1 res*+ti&/ i& ,ore ir,s o*tso*rci&/
"ci+it! ,"&"/e,e&t ser2ices or hiri&/ A*"+iie' "ci+it! ,"&"/ers (ho
"re c"$"%+e o "chie2i&/ these /o"+s i&Eho*se-
A',i&istr"ti2e ser2ices ,"&"/ers e,$+o!e' i& ,"&"/e,e&t
ser2ices "&' ,"&"/e,e&t co&s*+ti&/ sho*+' /ro( "s co,$"&ies
i&cre"si&/+! +oo) to o*tsi'e s$eci"+ists to h"&'+e " ,!ri"' o
"',i&istr"ti2e t"s)s th"t h"2e %eco,e i&cre"si&/+! co,$+e4 "&'
e4$e&si2e- A',i&istr"ti2e ser2ices ,"&"/ers s$eci"+iBi&/ i& co&tr"ct
"',i&istr"tio& (i++ "+so %e i& 'e,"&' "s o*tso*rci&/ o "',i&istr"ti2e
t"s)s %eco,es i&cre"si&/+! $re2"+e&t or "cti2ities s*ch "s oo' "&'
#"&itori"+ ser2ices1 s$"ce $+"&&i&/ "&' 'esi/&1 e&er/!1
te+eco,,*&ic"tio&s1 "&' /ro*&'s "&' eA*i$,e&t ,"i&te&"&ce "&' re$"ir-
Other "re"s th"t "',i&istr"ti2e ser2ices ,"&"/ers (i++ i&cre"si&/+! $+"&
"&' coor'i&"te i&c+*'e i&or,"tio& tech&o+o/!1 '"t" "&' $erso&"+
sec*rit!1 recor's ,"&"/e,e&t1 (e++&ess1 "&' e&er/! co&ser2"tio&-
'o( prospects
1:
A$$+ic"&ts (i++ "ce )ee& co,$etitio& or the +i,ite' &*,%er o
hi/herE+e2e+ "',i&istr"ti2e ser2ices ,"&"/e,e&t #o%sC co,$etitio&
sho*+' %e +ess se2ere or +o(erE+e2e+ ,"&"/e,e&t #o%s- Io% $ros$ects (i++
"+so %e %etter or those (ho c"& ,"&"/e " (i'e r"&/e o res$o&si%i+ities1
th"& or those (ho s$eci"+iBe i& $"rtic*+"r *&ctio&s- I& "''itio& to the
&e( "',i&istr"ti2e ser2ices ,"&"/e,e&t #o%s '*e to /ro(th i& the
occ*$"tio&1 ,"&! #o% o$e&i&/s (i++ ste, ro, the &ee' to re$+"ce
(or)ers (ho tr"&ser to other #o%s1 retire1 or +e"2e the occ*$"tio& or
other re"so&s-
Io% o$$ort*&ities ,"! 2"r! ro, !e"r to !e"r %ec"*se the stre&/th
o the eco&o,! "ects 'e,"&' or "',i&istr"ti2e ser2ices ,"&"/ers-
I&'*stries +e"st +i)e+! to %e "ecte' %! eco&o,ic +*ct*"tio&s te&' to %e
the ,ost st"%+e $+"ces or e,$+o!,e&t-
1<
COMPANY PROFILE
.7
COMPANY PROFILE
CMS Co,$*ters ("s o*&'e' i& 1<89- I& Fe% .77<1 The
B+"c)sto&e Gro*$ i&2este' or " ,"#orit! st")e i& the IT I&r"str*ct*re
M"&"/e,e&t "&' O*tso*rce' B*si&ess ser2ices 'i2isio& o the co,$"&!
"&' cre"te' CMS I&o S!ste,s- E4ec Jice Ch"ir,"& "&' CEOD Mr-
R"#i2 5"*+- P"rt&er E Actis C"$it"+ LLP1 U5- Se&ior Director D
Microsot E,er/i&/ M"r)ets i&c+*'i&/ BRIC co*&tries- Co*&tr! He"'
"&' CEO D Microsot I&'i"-
The B+"c)sto&e Gro*$ Le"'i&/ /+o%"+ i&2est,e&t "&' "'2isor! ir,1
he"'A*"rtere' i& Ne( Yor)- More th"& 107 $ri2"te eA*it! tr"&s"ctio&s
/+o%"++! (ith " c*,*+"ti2e eA*it! co,,it,e&t o ,ore th"& K07 %i++io&-
Pro2i'er o (or+' c+"ss ser2ices i& S!ste,s i&te/r"tio&1 IT i&r"str*ct*re
,"&"/e,e&t "&' IT tr"i&i&/ (ith ,"r)et +e"'ershi$ i& o*tso*rce' c"sh
.1
+o/istics1 tr"&s"ctio& $ri&ti&/ "&' c"r' $erso&"+iB"tio&- N"tio&(i'e
&et(or) D o2er ..7 oices s*$$orte' %! o2er .11777 $roessio&"+s-
Stro&/ c+ie&t %"se i& ,*+ti$+e i&'*stries +i)e BFSI1 Ret"i+1 I&s*r"&ce1
Te+eco,C %oth i& $ri2"te "&' /o2er&,e&t sectors-
S*'e2 h"s #oi&e' *s ro, Microsot (here he ("s ser2i&/ "s " Sr-
Director "t their /+o%"+ He"' Oice i& Re',o&'1 USA $rior to (hich he
("s the Gro*$ Director or E&ter$rise %*si&ess i& I&'i"- O2er " .6 !e"r
c"reer1 he h"s (or)e' "t Wi$ro1 Co,$"A1 IBM1 eF*&'s "&' Microsot "t
se&ior +e"'ershi$ $ositio&s- A&"&' ("s e"r+ier CEO "t Ferr"&ti I&'i"1 "
+e"'i&/ Be+/i"& sot("re co,$"&!- Prior to this he ("s (ith HCL Tech
"&' o2er " 07 !e"r c"reer h"s (or)e' (ith HCL I&os!te,s1 NIIT Tech i&
)e! ro+es- P"&)"# 5h"&'e+("+ h"s %ee& the /ro*$ CFO or CMS
Co,$*ters Lt' or the $"st 0 !e"rs- He h"s ,ore th"& 19 !e"rs i& Fi&"&ce
"&' Acco*&ti&/ "cross " &*,%er o M"&*"ct*ri&/ "&' Ser2ices
co,$"&ies- P"&)"# is " A*"+iie' Ch"rtere' Acco*&t"&t "&' L-L-B-
A+e4 #oi&e' *s "ter (or)i&/ i& I&/r", Micro or 17 !e"rs "s Director D
HR- Prior to this he (or)e' (ith McCor,ic) "&' T"# Gro*$ (ith
e4te&si2e e4$erie&ce i& HR1 IR "&' c*+t*r"+ tr"&sor,"tio&s- Niti& h"s
o2er 1: !e"rs o IT i&'*str! e4$erie&ce h"2i&/ (or)e' i& I&'i"& 2e&t*res
o /+o%"+ +e"'ers +i)e Merri++ L!&ch1 AIG1 So&!C AtosHe h"s %ee&
i&str*,e&t"+ i& +e"'i&/ "&' certi!i&/ CMM +e2e+ 3 ; 6 oshore
'e2e+o$,e&t ce&ters-
CMS is the +"r/est $ri&ti&/ ser2ices $ro2i'er (ith 10 'istri%*te' +oc"tio&s
"cross I&'i"- J"ri"%+e D"t" Pri&ti&/ "&' M"i+i&/ ser2ices D oeri&/ "&
E&'EtoEe&' Pri&ti&/1 M"i+i&/ "&' F*+i++,e&t ser2ices )PDF Conversion*
$+!tatements* Procurement,- A& I&te/r"te' Doc*,e&t F"ctor! (ith Pre
..
Pri&ti&/1 Pri&ti&/ "&' Post $ri&ti&/ "*to,"te' so+*tio&s- CMS $ri&ts
,ore th"& 1B& 'oc*,e&ts e2er! !e"r- Hi/h sec*rit! o$er"tio&s (ith
+"test ti,e ; "ccess co&tro+s "&' s*r2ei++"&ce s!ste,s- De'ic"te'
Sot("re1 E&/i&eeri&/ "&' o$er"tio&s te", or c*sto,iBe' so+*tio&s1
ch"&/e ,"&"/e,e&t1 ; s*$$ort-
O*r Str"te/ic A++i"&ces
D Oce Pri&ti&/ S!ste,s1 Nether+"&'s E Hi/h S$ee' L"ser
$ri&ters-
D Bo(e S!stec 1 Ger,"&! E A*to,"tic I&serti&/ S!ste,s-
D Pit&e! Bo(es1 USA E Fr"&)i&/ so+*tio&s-
D 5er& E Se+ M"i+er so+*tio&s-
W; D E *++! "*to,"te' e&2e+o$e ,"&*"ct*ri&/ $+"&ts-
M"r)et +e"'er i& C"r' Perso&"+iB"tio& ser2ices i& I&'i" (ith 36LM
,"r)et sh"re "&' 'e+i2eri&/ .6,&M c"r's "&&*"++!- Pio&eer i& Fi&"&ci"+
C"r' Perso&"+iB"tio& i& I&'i" D Ser2ici&/ ,ost o the +e"'i&/ B"&)s i&
the co*&tr!- St"teEoEtheE"rt JISA "&' M"sterC"r' C"r' Perso&"+iB"tio&
Ce&ter "t M*,%"i- EMJ Chi$ C"r' Perso&"+iB"tio& Certiic"tio&-
E4c+*si2e "++i"&ce or o2er 16 !e"rs (ith D"t" c"r' Lt' D (or+' +e"'er i&
P+"stic c"r' $erso&"+iB"tio& s!ste,s "&' so+*tio&s-
C"r' Proc*re,e&t
? Hi/h A*"+it! $+"stic c"r' $roc*re,e&t (or+'>s +e"'i&/
s*$$+iers
C"r' Perso&"+iB"tio&
? EMJ chi$ c"r' $erso&"+iB"tio&
? M"/&etic stri$e e&co'i&/1 e,%ossi&/ ; ti$$i&/1 i&'e&ti&/1
$rotecti2e "&' ho+o/r"$hic to$ co"t "$$+ic"tio&1 hi/h s$ee'
$ri&ti&/ o co+or $hotos1 te4t1 /r"$hics etc
.0
? F*++ c"r' i,"/e $ri&ti&/
? JISA Mi&i C"r's ro++ o*t
C"r' F*+i++,e&t
? Proc*re,e&t "&' $erso&"+iB"tio& o C"r' C"rrier1 A*to,"te'
c"r' "i4i&/ to c"r' c"rrier1 I&sertio&s ; E&2e+o$i&/
? De+i2er! o co,$+ete c"r' $"c)ets to e&' *sers thro*/h
'esi/&"te' Co*rierN Post
Others
? EMJ ,i/r"tio& so+*tio&s
? Sot("re 'e2e+o$,e&t or i&"&ci"+ c"r' $erso&"+iB"tio&
Proi+eO
? O2er 97 tr"i&i&/ ce&ters
? O2er 677 e,$+o!ees ; .77 Certiie' Tr"i&ers
? More th"& 171771777 tr"i&e' st*'e&ts
? O2er 177 Cor$or"te c+ie&ts
? ISO Certiie' D Desi/& ; De2e+o$,e&t Ce&tre
? CMS Certiie' Net(or) S$eci"+istO CCNSP
? CMS Certiie' S!ste,s S$eci"+istO CCSS
P
? MCSEO Microsot Certiie' S!ste, E&/i&eer
? RHCEO Re'H"t Certiie' E&/i&eer
? CCNAO Cisco Certiie' Net(or) Associ"te
? MCITPO Microsot Certiie' IT Proessio&"+- Microsot Certiie'
Go+' P"rt&er1 L"r/est Net(or) Tr"i&i&/ P"rt&er D Re'h"t1 Le"r&i&/
So+*tio&s P"rt&er D IBM1 Pro,etric Testi&/ P"rt&er
CMS Sec*rit"s
.3
? Est"%+ishe' to oc*s o& C"sh M"&"/e,e&t "s its core %*si&ess1 "&'
ser2e %oth 'e2e+o$i&/ "&' 'e2e+o$e' co&s*,er i&"&ci"+ ,"r)ets
? N"tio&(i'e $rese&ce1 h"&'+i&/ ,"#or $ro#ects i& M*,%"i1
Che&&"i1 Ne( De+hi1 C"+c*tt"1 Ah,"'"%"'1 P*&e1 H!'er"%"' ;
B"&/"+ore
? M"r)et +e"'er i& C"sh ser2ices co,,"&'i&/ Q96L ,"r)et sh"re o&
2o+*,e %"sis "cross I&'i"
? Sec*rit! "&' Co&tro+ Me"s*res i&c+*'e O
• ATM ,"&"/e' Ser2ices ?Mo&itori&/1 C"sh Forec"sti&/1
I&ci'e&t M"&"/e,e&t@
• ATM Fie+' Ser2ices ?C"sh Re$+e&ish,e&t1 FLM1
Ho*se)ee$i&/1 Sec*rit! etc-@
• E&' to E&' C"sh M"&"/e,e&t So+*tio&s
• C"sh De+i2er! ; Pic)E*$ ?Ret"i+ "&' Cor$or"te@
• C"shieri&/ Ser2ices
? O&+! co,$"&! (ith 'irect ser2ice to ..1777 ATMs "cross 11867
+oc"tio&s "&' " 'e'ic"te' te", o <1777 tr"i&e' $erso&s
? E4ec*tes ,ore the& 36 L")h c"++s o 2"rio*s ser2ices "&' h"&'+e
,ore the& Rs-.1771777 cr
.6
NEE D FOR THE STUDY
.9
NEED FOR THE STUDY
? F"ci+it! ,"&"/e,e&t $ro2i'es " %etter re+"tio&shi$ %et(ee& the
e,$+o!er ; e,$+o!ee
? It he+$s to )&o( the &ee's o the e,$+o!ees i& or/"&iB"tio&
.8
? It "ci+it"tes the ,"&"/e,e&t to e"si+! i'e&ti! the %*'/et $ro2i'e'
to the e,$+o!ees
? It ,")es the e,$+o!ees (or) (ith ,ore e&th*si"s,
? M"&"/e,e&t e"si+! co*+' )&o( (ho "re *ti+iBi&/ the tr"2e++i&/
"ci+it!
? It t")es "%o*t the e4tr" c"re /i2e& to the e,$+o!ees i& the
or/"&iB"tio&
? F"ci+it! ,"&"/e,e&t i,$ro2es the ,or"+e ",o&/ the e,$+o!ees ;
"+so the /oo' (i++ o the co,$"&!
? Its re'*ce the "ttritio& r"te i& the or/"&iB"tio&
REJIEW OF LIERATURE
.:
REJIEW OF LIERATURE
A c"te/or! o ,"&"/e,e&t th"t i&c+*'es "ci+it! se+ectio& "&'
"cA*isitio&1 %*i+'i&/ ser2ices1 i&or,"tio& s!ste,s1 co,,*&ic"tio&s1
s"et! "&' he"+th1 $h!sic"+ sec*rit!1 "&' e,er/e&c! $re$"re'&ess-
.<
Ho+istic co&si'er"tio& o %*i+'i&/s1 $ro$erties "&' o$er"tio&"+
$rocesses1 "i,i&/ "t " s*st"i&"%+e re'*ctio& o o$er"ti&/ "&' ,"&"/e,e&t
costs1 ,")i&/ i4e' costs ,ore +e4i%+e1 e&s*ri&/ the tech&ic"+
"2"i+"%i+it! o s!ste,s "&' ,"i&t"i&i&/ the 2"+*e o %*i+'i&/s "&'
i&st"++"tio&s i& the +o&/ r*&-
The i&te/r"+ ,"&"/e,e&t o re"+ est"te "ssets1 &ecess"r! or the
correct r*&&i&/ o the %*i+'i&/s- It is ,"i&+! %"se' o& the $+"&&i&/ o
,"i&te&"&ce "&' reA*"+iic"tio& "cti2ities "&' o& the ,"&"/e,e&t o
re+"tio&shi$s (ith s*$$+iers
These ser2ices "re so,eti,es co&si'ere' to %e 'i2i'e' i&to
hard services "&' Hsot ser2icesHC h"r' ser2ices i&c+*'es s*ch thi&/s "s
e&s*ri&/ th"t " %*i+'i&/Hs "ir co&'itio&i&/ is o$er"ti&/ eicie&t+!1 re+i"%+!1
s"e+! "&' +e/"++!C sot ser2ices i&c+*'es s*ch thi&/s "s e&s*ri&/ th"t the
%*i+'i&/ is c+e"&e' $ro$er+! "&' re/*+"r+! or ,o&itori&/ the $eror,"&ce
o co&tr"ctors ?e-/- %*i+'ers1 e+ectrici"&s@-
F"ci+it! ,"&"/e,e&t is " $roessio& th"t e&co,$"sses
,*+ti$+e 'isci$+i&es to e&s*re *&ctio&"+it! o the %*i+t e&2iro&,e&t %!
i&te/r"ti&/ $eo$+e1 $+"ce1 $rocess "&' tech&o+o/!-
07
OBIECTIJES OF THE STUDY
OBIECTIJES OF THE STUDY
01
? To i&' o*t the "ci+ities /i2e& %! the ,"&"/e,e&t to the st" (ith
reere&ce to CMS I&o S!ste,s P2t Lt'-
? To i&' o*t the Eecti2e&ess o ,oti2"tio& /i2e& to the st"1
(or)i&/ i& the or/"&iB"tio&-
? To co2er "&' hi/h+i/hts the &ee's o the st" (ho "re (or)i&/ i&
the or/"&iB"tio&
? To s*//est "&! &ecess"r! i,$ro2e,e&ts re/"r'i&/ the "ci+ities
/i2e& %! the or/"&iB"tio&
0.
LIMITATIONS OF T"E STUDY
LIMITATIONS OF T"E STUDY
00
?The st*'! is +i,ite' o&+! to re/io&"+ oice "&' thereore the
i&'i&/ o the st*'! c"&&ot %e e4te&'e' to other %r"&ches-
?Ti,e "&' cost "re other co&str"i&ts1 the so the st*'! o the s",$+e
h"s %ee& +i,ite' to o&+! 67 ,e,%ers-
?The i&or,"tio& co++ecte' %! the rese"rcher is %"se' o&+! o& the
A*estio&&"ires "&' so the st*'! is +i,ite' to (h"t is %ei&/
co++ecte'-
03
RESEARCH METHODOLOGY
06
RE(EARC) MET)ODOLOG*
This %oo) /i2es " 'et"i+e' st*'! o& the rese"rch ,etho's "&'
tech&iA*es- The %oo) /i2es "& i'e" "%o*t the rese"rch ,etho'o+o/!1
rese"rch ,e"&i&/1 'ei&i&/ the $ro%+e,1 se+ectio& o the $ro%+e,1 s",$+e
'esi/&1 ,etho's o '"t" co++ectio&1 '"t" "&"+!sis etc- This %oo) h"s
he+$e' the rese"rcher i& r",i&/ the e&tire re$ort-
Rese"rch (i++ ote& he+$ *s re'*ce ris)s "ssoci"te' (ith " &e(
"ci+it!1 %*t it c"&&ot t")e the ris) "("! e&tire+!- It is "+so i,$ort"&t to
"scert"i& (hether the rese"rch h"s %ee& co,$+ete
A rese"rch c"&&ot %e co&'*cte' "%r*$t+!- Rese"rcher h"s to
$rocee' s!ste,"tic"++! i& the "+re"'! $+"&&e' 'irectio& (ith the he+$ o "
&*,%er o ste$ i& seA*e&ce- To ,")e the rese"rch s!ste,iBe' the
rese"rcher h"s to "'o$t cert"i& ,etho's- The ,etho's "'o$te' %! the
rese"rcher or co,$+eti&/ the $ro#ect is c"++e' Rese"rch Metho'o+o/!
I& other (or's1 Rese"rch Metho'o+o/! is si,$+! the $+"& o "ctio&
or " rese"rch (hich e4$+"i&s i& 'et"i+ ho( '"t" is to %e co++ecte'1
"&"+!Be' "&' i&ter$rete'-
D"t" %eco,es i&or,"tio& o&+! (he& " $ro$er ,etho'o+o/! is
"'o$te'- Th*s (e c"& s"! Metho'o+o/! is " too+ (hich $rocess the '"te
to " re+i"%+e i&or,"tio&- The $rese&t ch"$ter "tte,$t to hi/h+i/ht the
rese"rch ,etho'o+o/! "'o$te' i& this $ro#ect-
RE(EARC) DE(IGN
A rese"rch 'esi/& is " "rr"&/e,e&t o co&'itio&s or co++ectio& "&'
"&"+!sis o '"t" i& " ,"&&er th"t "i,s to co,%i&e re+e2"&ce to the
rese"rch $*r$ose (ith eco&o,! i& $roce'*re-
09
F*&'",e&t"+ to the s*ccess o &"! rese"rch $ro#ect is the so*&'
rese"rch
'esi/& " rese"rch 'esi/& is $*re+! "&' si,$+! the r",e(or) "&' $+"& or
the st*'! th"t /*i'es the co++ectio& "&' "&"+!sis o '"t"- It is " %+*e $ri&t
th"t is o++o(e' i& co,$+eti&/ " st*'!-
T*PE( OF RE(EARC) DE(IGN
There "re 0 %"sis t!$es o rese"rch 'esi/&
1- E4$+or"tor! Rese"rch Desi/&
.- Descri$ti2e Rese"rch Desi/&
0- E4$eri,e&t"+ Rese"rch Desi/&
O*t o the rese"rch 'esi/& s"i' "%o2e the rese"rch 'esi/& too) or
the st*'! ("s E4$+or"tor! Rese"rch Desi/&
E+PLORATOR* RE(EARC) DE(IGN
The E4$+or"tor! Rese"rch thro(s +i/ht o& 'ei&i&/ " $ro%+e,1 i&
'isco2eri&/ &e( i'e"s1 "&' si/hts 'ee$ i&to the $ro%+e, "t h"&'-
I,$ort"&ce o E4$+or"tor! Rese"rch Desi/&
E4$+or"tor! st*'! c"& %e *se' to est"%+ish $riorities i& st*'!i&/ the
co,$eti&/ e4$+"&"tio& o the $he&o,e&o&-
It he+$s i& or,*+"ti&/ " $ro%+e, i& ter,s o $ro%+e, 'ei&itio& or
H!$othesis D"t" Co++ectio& Metho's
08
DATA U(ED,
Pri,"r! '"t" is *se' to co++ect the o$i&io&1 ee+i&/ "&' "ttit*'e o the
$*%+ic-
DATA COLLECTION MET)OD,
A s*r2e! ,etho' h"s %ee& *se' to co++ect the '"t"-
IN(TRUMENT U(ED,
Q*estio&&"ire h"s %ee& *se or the $*r$ose o s*r2e! "&'
A*estio&&"ire is str*ct*re' o&e "&' it co&sists o ,*+ti$+e choice o
A*estio& o++o(e' %! 'ichoto,o*s A*estio&-
PERIOD OF (UR-E*,
The '*r"tio& o the st*'! h"s %ee& or the t(o ,o&ths-
(AMPLING
S",$+i&/ ,"! %e 'ei&e' "s the se+ectio& o so,e $"rt o "&
"//re/"te or tot"+it!- O& the %"sis o (hich " #*'/,e&t or i&ere&ce "%o*t
the "//re/"te or tot"+it! is ,"'e- Rese"rch co&'*cte' %! co&si'eri&/ o&+!
" e( *&its o $o$*+"tio& is c"++e' "s S",$+i&/- S",$+i&/ is "& i,$ort"&t
"&' $ers*"si2e "cti2it!- S",$+i&/ tech&iA*e h"s /ot its o(& R"&/e o
"'2"&t"/es
? Re'*ce cost o(i&/ to " st*'! o se+ecte' *&its ro, the $o$*+"tio&
? Gre"ter s$ee' is there '*e to s,"++er *&its to %e st*'ie'
? Gre"ter "cc*r"c! is res*+ts
? Gre"ter 'e$th o i&or,"tio&
? Reser2"tio& o *&its or re*se i& 'estr*cti2e &"t*re o e4$eri,e&ts
is $ossi%+e
0:
MET)OD( OF (AMPLING
I& this st*'! &o& $ro%"%i+it! s",$+i&/ h"s %ee& "'o$te'- U&'er the
&o& $ro%"%i+it! s",$+i&/ co&2e&ie&ce s",$+i&/ h"s %ee& t")e& or the
$*r$ose o st*'!-
CON-ENIENCE (AMPLING
The s",$+i&/ *&its "re chose& $ri,"ri+! o& the %"sis o
co&2e&ie&ce to the rese"rcher is )&o(& "s Co&2e&ie&ce S",$+i&/-
(AMPLE (I.E
O&e c"& s"! th"t the s",$+e ,*st %e "& o$ti,*, siBe th"t it is sho*+' %e
&either e4cessi2e+! +"r/e &or too s,"++- Tech&ic"++!1 the s",$+e siBe
sho*+' %e +"r/e e&o*/h to /i2e " co&i'e&ce i&ter2"+ o 'esire' (i'th "&'
"s s*ch the siBe o the s",$+e ,*st %e chose& %! +o/ic"+ $rocess %eore
s",$+e is t")e& ro, the *&i2erse
D$t$ Co''e&t"o $d A$'ys"s
E4h"*sti2e +ist o the e&tire e,$+o!ee is o%t"i&e'- A s",$+e siBe o
67 is chose& to %e re$rese&t"ti2e o the $o$*+"tio& ?&e"r+! 17L@- !ample
interval is determined (y dividing total no- of employee (y the sample
si.e ?R1:-0.@-E2er! te&th i&'i2i'*"+ "$$e"ri&/ i& the e4h"*sti2e +ist is
the& se+ecte'- S",$+es 'r"(& "re *se' to co++ect '"t" $ert"i&i&/ to
e,$+o!ees> s"tis"ctio& "s (e++ "s i,$ort"&ce to("r's the 16 "ttri%*tes
+iste'-
0<
S+*+2!+23*5 T,,5! U!16
The st"tistic"+ too+ *se' to i&' the stress +e2e+ ",o&/ the
e4ec*ti2es is Random sampling method-
S",$+i&/ ,etho's "re c+"ssiie' "s either probability or non%
4,9*9252+?. In probability samples, each member of the
population has a )&o(& .,.%@1, probability of being
selected. Probability methods include random s",$+i&/1
s!ste,"tic s",$+i&/1 "&' str"tiie' s",$+i&/- I& .,. 4,9*9252+?
s",$+i&/1 ,e,%ers "re se+ecte' ro, the $o$*+"tio& i& so,e .,.%
*.6,7 ,"&&er-
I& .,. 4,9*9252+? s",$+i&/1 the 'e/ree to (hich the sample differs from
the population remains unkno/n-
Random sampling is the purest form of pro(a(ility sampling- E"ch
,e,%er o the $o$*+"tio& h"s "& eA*"+ "&' )&o(& ch"&ce o %ei&/
se+ecte'- Whe& there "re 2er! +"r/e $o$*+"tio&s1 it is ote& 'iic*+t or
i,$ossi%+e to i'e&ti! e2er! ,e,%er o the $o$*+"tio&1 so the $oo+ o
"2"i+"%+e s*%#ects %eco,es %i"se'-
37
DATA ANALYSIS ; INTERPRETATION
31
DATA ANALYSIS ; INTERPRETATION
TOTAL STRENGTH OF THE EMPLOYEES IN THE COMPANY
D$PARTM$0T CM! 10F% !2!T$M! P3T 4TD
MALE FEMALE TOTAL
HR ; A',i&istr"tio& 16 9 .1
Acco*&ts 16 .7 06
S"+es ; M"r)eti&/ .77 07 .07
Ser2ice 067 07 0:7
C*sto,er C"re 167 177 .67
T,+*5 A3$ 18' 91'
CM( INFO (*(TEM( P-T LTD
MALE FEMALE
807 1:9
TOTAL STRENGTH <19
SAMPLE SISE 67
SAMPLE INTERJAL ?<19N67@ R 1:-0.
3.
Ch"rt sho(s tot"+ stre&/th o the e,$+o!ees i& the co,$"&!
30
T*951 !/,B2.0 -21.65? B,C2.0 1.:2,.71.+
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 34 !
" Satisfactory # 14
3 Extremely Not satisfactory $ 1!
%otal &' 1'' (
I.-11.31:
? Accor'i&/ to the s*r2e!1
'8Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith (or)i&/ e&2iro&,e&t1
14D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! i& (or)i&/ e&2iro&,e&t1
18D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith the (or)i&/ e&2iro&,e&t1
33
C/*+ !/,B2.0 -21.65? B,C2.0 1.:2,.71.+
36
T*951 !/,B2.0 3,.:1.21.+ B,C 5,3*+2,.
SI.NO Particulars Respondents Percentage
1 Satisfactory "# &4
" Neutral 1! 3
3 Not satisfactory & 1'
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
E4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith co&2e&ie&t (or) +oc"tio&1
3'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith co&2e&ie&t (or) +oc"tio&1
1$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith co&2e&ie&t (or)
+oc"tio&-
39
C/*+ !/,B2.0 3,.:1.21.+ B,C 5,3*+2,.
38
T*951 !/,B2.0 13,0.2+2,. +/1 ,0*.2@*+2,. 2! 4,:262.0 -,
?,8 B,C *33,7452!/16
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory "$ &!
" Satisfactory 1"
3 Extremely Not satisfactory 1& 3$
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
E8Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith reco/&itio& the
or/"&iB"tio& is $ro2i'i&/ or !o*r (or) "cco,$+ishe'1
1#D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith reco/&itio& the or/"&iB"tio& is
$ro2i'i&/ or !o*r (or) "cco,$+ishe'1
39D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith reco/&itio& the
or/"&iB"tio& is $ro2i'i&/ or !o*r (or) "cco,$+ishe'1
C/*+ !/,B2.0 R13,0.2+2,. +/1 ,0*.2@*+2,. 2! 4,:262.0 -,
?,8 B,C *33,7452!/16
3:
T*951 !/,B2.0 *1 ?,8 /*44? B2+/ +/1 ,44,+8.2+21! 02:1.
9? +/1 ,0*.2@*+2,. -, -51;2951 B,C2.0 /,8!
3<
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory "" 44
" Satisfactory 1" ""
3 Satisfactory Not satisfactory 1 3"
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith h"$$! (ith the
o$$ort*&ities /i2e& %! the or/"&iB"tio& or
+e4i%+e (or)i&/ ho*rs1
##D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith1 h"$$! (ith the o$$ort*&ities
/i2e& %! the or/"&iB"tio& or +e4i%+e (or)i&/
ho*rs1
3#D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith h"$$! (ith the
o$$ort*&ities /i2e& %! the or/"&iB"tio& or
+e4i%+e (or)i&/ ho*rs1
-
C/*+ !/,B2.0 ?,8 /*44? B2+/ +/1 ,44,+8.2+21! 02:1. 9?
+/1 ,0*.2@*+2,. -, -51;2951 B,C2.0 /,8!
67
T*951 !/,B2.0 2! +/1 +27152.1!! ,- 7*2.+1.*.31 14*2!
61
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 3" 4
" Satisfactory 1& 3'
3 Extremely Not satisfactory 3 '
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
'4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith the ti,e+i&ess o
,"i&te&"&ce re$"irs1
3$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith the ti,e+i&ess o ,"i&te&"&ce
re$"irs1
$'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith the ti,e+i&ess o
,"i&te&"&ce re$"irs-
C/*+ !/,B2.0 2! +/1 +27152.1!! ,- 7*2.+1.*.31 14*2!
6.
T*951 !/,B2.0 !*+2!-*3+2,. 2. -*3252+? 02:1. 9? 7*.*0171.+
60
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 3# #4
" Satisfactory ! 1
3 Extremely Not satisfactory & 1'
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
A4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith "ci+it! /i2e& %!
,"&"/e,e&t1
1'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith "ci+it! /i2e& %! ,"&"/e,e&t1
1$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith "ci+it! /i2e& %!
,"&"/e,e&t-
C/*+ !/,B2.0 !*+2!-*3+2,. 2. -*3252+? 02:1. 9? 7*.*0171.+
63
T*951 !/,B2.0 I.+11!+2.0 *.6 1.F,?*951 B,C
66
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 1& 3'
" Satisfactory "" 44
3 Extremely Not satisfactory 13 "
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
3$Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith i&teresti&/ "&' e&#o!"%+e
(or)1
44D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith i&teresti&/ "&' e&#o!"%+e (or)1
#'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith i&teresti&/ "&'
e&#o!"%+e (or)-
C/*+ !/,B2.0 I.+11!+2.0 *.6 1.F,?*951 B,C
69
T*951 !/,B2.0 =,C +/*+ 02:1! * !1.!1 ,- *3/21:171.+
68
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 1! 3
" Satisfactory "" 44
3 Extremely Not satisfactory 1' "'
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
3'Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith se&se o "chie2e,e&t1
44D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith se&se o "chie2e,e&t1
#$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith se&se o "chie2e,e&t-
C/*+ !/,B2.0 B,C +/*+ 02:1! * !1.!1 ,- *3/21:171.+
6:
T*951 !/,B2.0 7*.*0171.+ !844,+ -, A662+2,.*5 +*2.2.0
& 1683*+2,.
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 3" 4
6<
" Satisfactory 11 ""
3 Extremely Not satisfactory # 14
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
'4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! ,"&"/e,e&t s*$$ort or
"''itio&"+ tr"i&i&/ "&' e'*c"tio&1
##D o the res$o&'e&ts h"2e e4$resse' co&2e&ie&t
th"t the! "re s"tis"ctor! (ith "''itio&"+ tr"i&i&/ "&'
e'*c"tio&1
14D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith "''itio&"+ tr"i&i&/ "&'
e'*c"tio&-
C/*+ !/,B2.0 *662+2,.*5 7*.*0171.+ !844,+ -,
A662+2,.*5 +*2.2.0 & 1683*+2,.
97
T*951 !/,B2.0 J,9 !1382+?
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 3 #"
" Satisfactory & 1'
3 Extremely Not satisfactory $ 1!
%otal &' 1''
91
I.-11.31:
? Accor'i&/ to the s*r2e!1
A#Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith #o% sec*rit!1
1$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith #o% sec*rit!1
18D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith #o% sec*rit!-
C/*+ !/,B2.0 F,9 !1382+?
9.
T*951 !/,B2.0 O44,+8.2+21! -, 41!,.*5 61:15,471.+
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 1" "4
90
" Satisfactory "& &'
3 Extremely Not satisfactory 13 "
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
#4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith $erso&"+ 'e2e+o$,e&t1
E$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith $erso&"+ 'e2e+o$,e&t1
#'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith $erso&"+ 'e2e+o$,e&t-
C/*+ !/,B2.0 ,44,+8.2+21! -, 41!,.*5 61:15,471.+
93
T*951 !/,B2.0 O44,+8.2+21! -, 4,7,+2,.G3*11 4,!413+!
96
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory "" 44
" Satisfactory 1" "4
3 Extremely Not satisfactory 1 3"
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith $ro,otio&"+ c"reer1
#4D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith $ro,otio&"+ c"reer1
3#D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith $ro,otio&"+ c"reer-
C/*+ !/,B2.0 ,44,+8.2+21! -, 4,7,+2,.G3*11 4,!413+!
99
T*951 !/,B2.0 1;+* 91.1-2+! 4,:2616 9? ,0*.2@*+2,. 52C1
+,8> 0?7> LTT 1+3>
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 1" "4
" Satisfactory ! 1
3 Extremely Not satisfactory 3' '
98
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
#4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith e4tr" %e&eits $ro2i'e'
%! or/"&iB"tio& +i)e to*r1 /!,1 LTT etc1
1'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith e4tr" %e&eits $ro2i'e' %!
or/"&iB"tio& +i)e to*r1 /!,1 LTT etc>
'$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith e4tr" %e&eits
$ro2i'e' %! or/"&iB"tio& +i)e to*r1 /!,1 LTT
etc-
C/*+ !/,B2.0 1;+* 91.1-2+! 4,:2616 9? ,0*.2@*+2,. 52C1
+,8> 0?7> LTT 1+3>
9:
9<
T*951 !/,B2.0 H8*52+? ,- -,,6 !1:16 2. 3*.+11.
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory 3! #
" Satisfactory '! 1
3 Extremely Not satisfactory '4 '!
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
A'Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith oo' ser2e' %! c"&tee&1
1'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith oo' ser2e' %! c"&tee&1
$8D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith oo' ser2e' %!
c"&tee&-
C/*+ !/,B2.0 H8*52+? ,- -,,6 !1:16 2. 3*.+11.
87
T*951 !/,B2.0 E745,?11 !8001!+2,. !3/171
SI.NO Particulars Respondents Percentage
1 Extremely Satisfactory "" 44
" Satisfactory ! 1
81
3 Extremely Not satisfactory "' 4'
%otal &' 1''
I.-11.31:
? Accor'i&/ to the s*r2e!1
44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! s"tis"ctor! (ith e,$+o!ee s*//estio&
sche,e1
1'D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
s"tis"ctor! (ith e,$+o!ee s*//estio& sche,e1
4$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re
e4tre,e+! &ot s"tis"ctor! (ith e,$+o!ee s*//estio&
sche,e-
C/*+ !/,B2.0 E745,?11 !8001!+2,. !3/171
8.
80
FINDINGS OF THE STUDY
83
FINDINGS OF T"E STUDY
? '8Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith (or)i&/ e&2iro&,e&t1
? E4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith co&2e&ie&t (or) +oc"tio&
? E8Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith reco/&itio& the or/"&iB"tio& is $ro2i'i&/ or !o*r
(or) "cco,$+ishe'1
? 44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith +e4i%+e (or)i&/1
? '4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith ,"i&te&"&ce1
? A4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith "ci+it! /i2e& %! oice1
? 44D o the res$o&'e&ts h"2e e4$resse' th"t the! "re s"tis"ctor!
(ith i&teresti&/ "&' e&#o!"%+e (or)1
? 44D o the res$o&'e&ts h"2e e4$resse' th"t the! "re s"tis"ctor!
(ith se&se o "chie2e,e&t
? '4Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith "''itio&"+ tr"i&i&/ "&' e'*c"tio&
? A#Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith #o% sec*rit!1
? E$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith $erso&"+ 'e2e+o$,e&t
? 44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith $ro,otio&"+ c"reer1
? '$D o the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+! &ot
s"tis"ctor! (ith the e4tr" %e&eits $ro2i'e' %! or/"&iB"tio& +i)e
/!,1 "ci+it! 1 LTT1
? A'Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith oo' ser2e' %! c"&tee&
86
? 44Do the res$o&'e&ts h"2e e4$resse' th"t the! "re e4tre,e+!
s"tis"ctor! (ith e,$+o!ee s*//estio& sche,e
89
SUGGESTIONS
S8001!+2,.!
88
1- The or/"&iB"tio& sho*+' )ee$ " tr"c) o& the st" ,e,%ers to )&o(
(hether the "ci+ities $ro2i'e' %! the, "re *ti+iBe' or the re+e2"&t
$*r$oses ; &ot or their $erso&"+ *ses-
.- Re/"r'i&/ the c"++ ce&tre %r"&ch or 'e$"rt,e&t the or/"&iB"tio&
sho*+' +oc) the $ho&e +i&es i&ste"' o the $ho&es (he& " $erso&
+e"2es the se"t-
0- To *se $"re&t"+ co&tro+ sot("re to +oc) the *&&ecess"r! (e%sites-
3- To c*t costs1 the or/"&iB"tio& c"& ,")e *se o &o&Eco&2e!"&ce
ser2ice "/ree,e&t (ith re/"r's to the /e&er"tor-
6- Si,i+"r+! the or/"&iB"tio& sho*+' ,")e co&2e!"&ce ser2ice
"/ree,e&t (ith re/"r' to *$s1 +oor c+e"&i&/1 $est co&tro+1 %*i+'i&/
,"i&te&"&ce etc-1
9- The or/"&iB"tio& sho*+' t")e e4tr" c"re re+"te' to /o2er&,e&t +i)e
e+ectricit! 1 ("ter "ci+it!1 'r"i&"/e1 etc-1
8- The (or)i&/ e&2iro&,e&t sho*+' %e i,$ro2e' to ,")e the st"
,e,%er ee+ h"$$ier-
:- Fi&"&ci"+ "ssist"&ce co*+' %e 'esi/&e' i& s*ch " ("! so "s to
i,$ro2e the "ci+ities /i2e& to the e,$+o!ees (hich i& ter,
i,$ro2es the eicie&c! o the e,$+o!ees-
8:
CONCLUSION
C,.358!2,.
A st*'! to i&' o*t (hether the e,$+o!ees "re s"tisie' %! the
"ci+ities /i2e& to the, i& the or/"&iB"tio&- The st*'! ("s
8<
c"rrie' o*t %! se+ecti&/ 67 ,e,%ers (or)i&/ i& re/io&"+ oice-
The rese"rch ("s 'o&e i& the "ro*&' ch",r"#"$et "t B"&/"+ore-
The '"t" ("s co++ecte' thro*/h A*estio&&"ire "&' 'isc*ssio&-
The '"t" co++ecte' ("s "&"+!Be' %"se' o& $reE'eter,i&e
o%#ecti2es- The "&"+!sis he+$e' to co,e o*t (ith the ,e&tio&e'
i&'i&/s "&' s*//estio&s-
A++ s*//estio&s "re /i2e& to re/io&"+ "',i&istr"ti2e "&'
"ci+it! ,"&"/er- Ho$i&/ th"t the! (o*+' i&cor$or"te ,!
s*//estio&s1 (hich (i++ r"ise the s"tis"ctio& o the e,$+o!ees-
:7
ANNETURE
A STUDY ON FACILITY MANAGEMENT
:1
1- N",e O
.- A/e O
0- M"rit"+ St"t*s O
3- E'*c"tio& Le2e+ O
6- Wor)i&/ e4$erie&ce O
9- Yo*r o$i&io& "%o*t (or)i&/ e&2iro&,e&t
a. Extremely Satisfactory ) * +. Satisfactory ) *
c. Extremely not satisfactory ) *
8- Wh"t 'o !o* ee+ "%o*t co&2e&ie&t (or) +oc"tio&U
a. Extremely Satisfactory ) * +. Satisfactory ) *
c. Extremely not satisfactory ) *
:- Are !o* s"tisie' (ith the reco/&itio& the or/"&iB"tio&
Pro2i'i&/ or !o*r (or) "cco,$+ishe'U
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
$. ,re you -appy .it- t-e opportunities gi/en +y t-e organi0ation for
1lexi+le .or2ing -ours3
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
1'. Is the ti,e r",e or ,"i&te&"&ce re$"irs s"tis"ctor!U
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
:.
11- Are !o* s"tisie' %! the "ci+it! /i2e& %! ,"&"/e,e&tU
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
1.- Is !o*r (or) I&teresti&/ "&' E&#o!"%+eU
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
10- Does Wor) !o*r /i2e " se&se o "chie2e,e&tU
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
13- Does the M"&"/e,e&t s*$$ort or A''itio&"+ tr"i&i&/ ;
e'*c"tio&U
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
16- E4$ress !o*r s"tis"ctio& +e2e+ re/"r'i&/ the Io% sec*rit! i& the
Or/"&iB"tio&
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
19- O$$ort*&ities or $erso&"+ 'e2e+o$,e&t
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
18- O$$ort*&ities or Pro,otio&Nc"reer Pros$ects
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
:0
1:- Wh"t 'o !o* ee+ "%o*t the e4tr" %e&eits $ro2i'e' %!
Or/"&iB"tio& +i)e to*r1 /!, "ci+it!1 LTT etc1
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
1<- Are !o* s"tisie' (ith the Q*"+it! o oo' ser2e' i& the c"&tee&U
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
.7- Wh"t 'o !o* ee+ "%o*t E,$+o!ee s*//estio& sche,eU
a. Extremely Satisfactory ) * +. satisfactory ) *
c. Extremely not satisfactory ) *
"1. 4eneral suggestion if any5
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:3
BIBLIOGRAPHY
BIBLIOGRAPHY
? (((-Goo/+e-co,
? (((-citehr-co,
? (((-scri%e-co,
:6
? (((-c,si&os!ste,s-co,
? (((-!o*&/hr(or+'-co,
? F"ci+it! ,"&"/e,e&t h"&' %oo)
:9
doc_777745500.doc