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SUCHITRA.M.G Register No: 108001108045 In partial fulfillment for the award of the degree of MASTER OF BUSINESS ADMINISTRATION IN DEPARTMENT OF MANAGEMENT STUDIES HINDUSTHAN INSTITUTE OF TECHNOLOGY (Affiliated to Anna University of Technology, chennai)
COIMBATORE 641 032 JULY 2012


(Affiliated to Anna University of Technology, Chennai)
This is to certify that the Internship Training report entitled


Is the bonafide record of training work done by SUCHITRA M G Register No: 108001108045 of MASTER OF BUSINESS ADMINISTRATION 2010-2012 ----------------------Project Guide ------------------------------Head of the Department

Submitted for the Project Viva-Voce Examination held on _____________

------------------------Internal Examiner

---------------------------External Examiner

First and foremost I wish to thank God, the almighty for enabling the successful completion of the internship training. I express my profound gratitude and sincere thanks to Dr.

T.RAVICHANDRAN,BE., ME., Ph.D., Principal of Hindusthan Institute of Technology.I express my heartfelt thanks to Dr.K.SAMUVEL, PGDIB, M.COM, MBA, M.Phil, Ph.D., Head of the Department of Management Studies, Hindusthan Institute of Technology, and Coimbatore for inspiration and valuable suggestions for carrying out this endeavor. It is my first and foremost duty to express my deep and sincere thanks to Dr.S. KOUSALYA DEVI, M.COM., M.Phil., Ph.D., for giving me proper guidance regarding the industrial training. I would like to express my sincere thanks to my sincere staff members for their encouragement and coordination for helping me obtain the details to complete the training successfully.
I am immensely pleased to thank Mrs. JYOTHIRMAI, Client Relationship Leader, Yes Bank Limited, Chennai, who spent his valuable time in supporting me to complete this project.

CHAPTER I INTRODUCTION 1.1 Concept of stress

A lot of research has been conducted into stress over the last hundred years. Some of the theories behind it are now settled and accepted; others are still being researched and debated. During this time, there seems to have been something approaching open warfare between competing theories and definitions: Views have been passionately held and aggressively defended.What complicates this is that intuitively we all feel that we know what stress is, as it is something we have all experienced. A definition should therefore be obvious except that it is not.

Stress refers to the strain from the conflict between our external environment and us, leading to emotional and physical pressure. In our fast paced world, it is impossible to live without stress, whether you are a student or a working adult. There is both positive and negative stress, depending on each individuals unique perception of the tension between the two forces. Not all stress is bad. For example, positive stress, also known as eustress, can help an individual to function at optimal effectiveness and efficiency.

Hence, it is evident that some form of positive stress can add more color and vibrancy to our lives. The presence of a deadline, for example, can push us to make the most of our time and produce greater efficiency. It is important to keep this in mind, as stress management refers to using stress to our advantage, and not on eradicating the presence of stress in our lives.

On the other hand, negative stress can result in mental and physical strain. The individual will experience symptoms such as tensions, headaches, irritability and in extreme cases, heart palpitations. Hence, whilst some stress may be seen as a motivating force, it is important to manage stress levels so that it does not have an adverse impact on your health and relationships.

Part of managing your stress levels include learning about how stress can affect you emotionally and physically, as well as how to identify if you are performing at your optimal stress level (OSL) or if you are experiencing negative stress. This knowledge will help you to

identify when you need to take a break, or perhaps seek professional help. It is also your first step towards developing techniques to managing your stress levels.

Modern day stresses can take the form of monetary needs, or emotional frictions. Competition at work and an increased workload can also cause greater levels of stress. How do you identify if you are suffering from excessive stress? Psychological symptoms commonly experienced include insomnia, headaches and an inability to focus. Physical symptoms take the form of heart palpitations, breathlessness, excessive sweating and stomachaches.

1.2.2 Definition:

Hans Selye was one of the founding fathers of stress research. His view in 1956 was that stress is not necessarily something bad it all depends on how you take it. The stress of exhilarating, creative successful work is beneficial, while that of failure, humiliation or infection is detrimental. Selye believed that the biochemical effects of stress would be experienced irrespective of whether the situation was positive or negative.

Since then, a great deal of further research has been conducted, and ideas have moved on. Stress is now viewed as a "bad thing", with a range of harmful biochemical and long-term effects. These effects have rarely been observed in positive situations.

The most commonly accepted definition of stress (mainly attributed to Richard S Lazarus) is that stress is a condition or feeling experienced when a person perceives that demands exceed the personal and social resources the individual is able to mobilize. In short, it's what we feel when we think we've lost control of events.

This is the main definition used by this section of Mind Tools, although we also recognize that there is an intertwined instinctive stress response to unexpected events. The stress response inside us is therefore part instinct and part to do with the way we think.

The types of stress are as follows

Mechanical Stress (physics), the average amount of force exerted per unit area. Yield stress, the stress at which a material begins to deform plastically. Compressive stress, the stress applied to materials resulting in their compaction.

Biological Stress (biological), physiological or psychological stress; some types include: Chronic stress, persistent stress which can lead to illness and mental disorder Eustress, positive stress that can lead to improved long-term functioning Workplace stress, stress caused by employment.

Music Accent (music). Stress (band), an early '80s melodic rock band from San Diego. Stress (punk band), an early '80s punk rock band from Athens. Stress (Neo-Psychedelic band), from the late 1980's. Stress, a song by the French band Justice on their debut album.

Other Stress (game), card game . Stress (linguistics), phonological use of prominence in language .

Causes of stress: There are many different causes of stress, and that which causes stress is also known as a stressor. Common lifestyle stressors include performance, threat, and bereavement stressors, to name a few. Performance stressors are triggered when an individual is placed in a situation where he feels a need to excel. This could be during performance appraisals, lunch with the boss, or giving a speech. Threat stressors are usually when the current situation poses a dangerous threat, such as an economic downturn, or from an accident. Lastly, bereavement stressors occur when there is a sense of loss such as the death of a loved one, or a prized possession.Thus, there are various stressors, and even more varied methods and techniques of dealing with stress and

turning it to our advantages. In order to do so, we must learn to tell when we have crossed the line from positive to negative stress.

Good stress v/s Bad stress: Stress has often been misunderstood to be negative, with few people acknowledging the importance and usefulness of positive stress. In our everyday lives, stress is everywhere and definitely unavoidable; hence our emphasis should be on differentiating between what is good stress, and what is bad. This will help us to learn to cope with negative stress, and harness the power of positive stress to help us achieve more.

There are 4 main categories of stress, namely eustress, distress, hyper stress and hypo stress. Negative stress can cause many physical and psychological problems, whilst positive stress can be very helpful for us. Heres how we differentiate between them.

Eustress: This is a positive form of stress, which prepares your mind and body for the imminent challenges that it has perceived. Eustress is a natural physical reaction by your body which increases blood flow to your muscles, resulting in a higher heart rate. Athletes before a competition or perhaps a manager before a major presentation would do well with eustress, allowing them to derive the inspiration and strength that is needed.

Distress: We are familiar with this word, and know that it is a negative form of stress. This occurs when the mind and body is unable to cope with changes, and usually occurs when there are deviations from the norm. They can be categorized into acute stress and chronic stress. Acute stress is intense, but does not last for long. On the other hand, chronic stress persists over a long period of time. Trigger events for distress can be a change in job scope or routine that the person is unable to handle or cope with.

Hyper stress This is another form of negative stress that occurs when the individual is unable to cope with the workload. Examples include highly stressful jobs, which require longer working hours than the individual can handle. If you suspect that you are suffering from hyper stress, you are likely to have sudden emotional breakdowns over insignificant issues, the proverbial straws that broke the camels back. It is important for you to recognize that your body needs a break, or you may end up with severe and chronic physical and psychological reactions. Hypo stress Lastly, hypo stress occurs when a person has nothing to do with his time and feels constantly bored and unmotivated. This is due to an insufficient amount of stress; hence some stress is inevitable and helpful to us. Companies should avoid having workers who experience hypo stress as this will cause productivity and mindfulness to fall. If the job scope is boring and repetitive, it would be a good idea to implement some form of job rotation so that there is always something new to learn. The types of stress are named as eustress and distress.Distress is the most commonlyreferred to type of stress, having negative implications, whereas eustress is a positive form of stress, usually related to desirable events in person's life. Both can be equally taxing on the body, and are cumulative in nature, depending on a person's way of adapting to a change that has caused it.

1.2 Statement of problem

Most of the people in the bank are looking for change of jobs but the organisation has taken many steps to identitfy the stress levels in the workplace and measures are taken to overcome it. Problem of stress arises due to the workload , the work place , feelings of inadequacy, worries about performance during rehearsal, problems with issues outside your control, Worry about other people's reactions. The ways by which stress could be reduce are through job analysis, rational & positive thinking.

1.3 Scope of the study: The present world is fast changing and there are lots of pressures and demands at

work. These pressures at work lead to physical disorders.Stress refers to individuals reaction to a disturbing factor in the environment .Hence this study would give sugguestion to the organisation to reduce the stress of employee . It is well known fact that healthy employee is a productive employee 1.4 Objective of study Primary objective: To undergo an in-depth study about the stress among the employees of Yes Bank. Secondary objective: To identify the factors causing stress among the employees. To find out the level and kind of stress among the employees of different age groups. To study about the effects of stress on employees in Yes Bank. To identify the coping strategies to manage stress.

1.5 Research methodology: Research defined as human activity based on intellectual application in the investigation of matter. The primary purpose for applied research is discovering, interpreting, and the development of methods and systems for the advancement of human knowledge on a wide variety of scientific matters of our world and the universe. Research can use the scientific method, but need not do so. Scientific research relies on the application of the scientific method, a harnessing of curiosity. This research provides scientific information and theories for the explanation of the nature and the properties of the world around us. It makes practical application possible. Scientific knowledge on a wide variety of scientific matters of our world and the universe. Research can use the scientific method , but need not do so. Scientific research relies on the application of the scientific method, a harnessing of curiosity. This research provides

scientific information and theories for the explanation of the nature and the properties of the world around us. It makes practical applications possible. Scientific research is funded by public authorities, by charitable organisations and by private groups, including many companies. Scientific research can be subdivided into different classifications according to their academic and application disciplines. Research methodology is a way to systematically solve the research problem.The research methodology in the present study deals with research design, data collection methods, sampling methods, survey, analysis and interpretations. 1.5.1 Types of research This study is a Descriptive research. It includes surveys and fact finding enquires of different kinds. The major purpose of descriptive research is description of the stress as it exist present. 1.5.2 Sample design Population and Sample Size The employees of yes bank nungambakkam branch chennai are the sample unit in the survey. The total population of 80 , sample size chosen for this study is 50. Sampling Technique The sampling type used is random sampling.Sampling is that part of statistical practice concerned with the selection of individual observations intended to yield some knowledge about a population of concern, especially for the purposes of statistical inference. 1.5.3 Data collection method The data collection method used in this research is survey method. Here the data are systematically recorded from the respondents. Data source There are two types of data collection namely primary data collection and secondary data collection. Primary data The primary data is defined as the data, which is collected for the first time and fresh natu re, and happen to be original in character through field survey.

There are many methods of collecting primary data and the main methods include: Questionnaires Observation Secondary data The secondary data are those which have already been collected by someone else and have been passed through statistical process. The secondary data for this study are already available in the firm's internal records, annual report, broaches, and company's website. 1.5.4 Period of study The study was conducted for the period of 2 months from Jan 25th to March 25th 2012. 1.5.5 Statistical tools used Percentage analysis: Percentage refers to a special kind of ratio.Percentages are used in making comparison between two or more series of data. Percentage is used to describe relative terms the distribution of two or more series of data. No. of Respondents = Percentage of Respondents ------------------------ X 100 Total Respondents Hypothesis:

A hypothesis can be defined as a logically conjectured relationship between two or more variables expressed in the form of testable statement. Null hypothesis (h0): Null hypothesis is formulated only to test whether there is any relationship between variables related to the problem being studied. negative statement. Usually the null hypothesis is formed as a

Alternate hypothesis (h1): Alternate Hypothesis (H1) is a statement, which is accepted after the null hypothesis is rejected based on the test result. The alternate hypothesis usually is formed as a positive statement. Chi-square test: The Chi-Square test is one of the simplest and most widely used non parametric tests in statistical work. The symbol X2 is the Greek letter Chi. Karl Pearson first used the chi-square test in the year 1980. The quantity chi-square describes the magnitude of the discrepancy between theory and observation. In this Chi-square test Yates correction is used when the value of observed frequency in less than 10. The formula is given as, X2 = (|Oi Ei|)2 Ei Weighted average: It can be defined as an average whose component items are multiplied by certain values (weights) and the aggregate of the products are divided by the total of weights. If x1, x2, x3 ...xn are n values and f1, f2, f3....... fn are their weights (frequencies) respectively then, f1x1+f2x2+.....+fnxn


--------------------------f1+f2+...... +f n

Correlation Co-efficient Definition: A measure of the strength of linear association between two variables. Correlation will always between -1.0 and +1.0. If the correlation is positive, we have a positive relationship. If it is negative, the relationship is negative.

Formula: Correlation coefficient: Correlation(r) =[ NXY-(X)( Y)/Sqrt(NX2 (X)2)][NY2 -(Y)2])] 1.6 Limitations of the study: Inspire of the precautions, vigilance and scrupulousness taken by the investigator to make the study objective, it cannot be denied that there are certain limitations. The employees were reluctant to give correct information. Even though the employees gave correct information during the, unstructured interview conducted they gave positive answer while answering the questionnaire. The study was intended to cover only few areas of stress relevant to the proposed study. As the study was done within a limited time, investigator could notselect a sufficiently large sample for the study.

1.7 Chapter scheme Chapter 1: It contains the general introduction about the research topic stress management which includes the meaning and the types of stress that are undergone by the bank employee their problems the causes of the stress , coping skills of stress and the prevention for it.

The stress being fast growing and the effects to the environment are also increasing. the objection of the study it contains both primary and secondary, the complete research part takes place ,catorgies that are included in are research mythology, sampling type ,period of study , statistical tools used in the research. Chapter 2: Review Of literature related to the topic stress management and it tells the three important stages that are faced by employees 1.Alarm reaction stage 2. Resistance stage 3. Exhaustion stage. Chapter 3: Overview of the industry and the company mission and their strategy. Chapter 4: Analysis and interpretation Chapter5: Findings, suggestions and conclusion to the topic stress management

REVIEW OF LITERATURE A review on the previous studies on stress among the employees is necessary to know the areas already covered. This will help to find our new areas uncovered and to study them in depth. The earlier studies made on stress among the employees are briefly reviewed here. The research study of Jamal. M* finds that job stressors were significantly related to employees psychosomatic problems, job satisfaction, unproductive time at the job, and absenteeism. Type A behavior was found to be an important moderator of the stress outcome relationship. J. M. Atieh*, argues that it is not safe to assume that job conditions that have an adverse impact on affective reactions to the job will also have a negative impact on overall subjective well-being.Fienmann views stress as a psychological response state of negative effect characterized by a persistent and a high level of experienced anxiety or tension. Recent research into the interaction between the mind body show that we may place our body on stress alert quite unconsciously, because of our psychological and emotional attitudes to stress. Anticipatory emotions like impatience, anxiety, and anger can produce the same nerve impulses and chemical reactions as being faced with a concrete challenge. So when faced with a stressful situation, we must either use up the energy created by the body to challenge or learn how to turn off, the response using a conscious relaxation technique. Brief. A. P and J. M. Atieh, Studying job stress: Are we making mountains out of molehills? Journal of occupational behavior, 1987 pp115-26.Hans Seyle, the endocrinologist, whose research on General Adaptation Syndrome (GAS), for the first time, revealed how human beings adapt themselves to emotional strives and strains in their lives. According to him emotional stress occurs in three important stages. 1. Alarm reaction stage 2. Resistance stage 3. Exhaustion stage.

Alarm reaction is caused by physical or psychological stressors. Resistances are brought about by ACTH hormone of the body. Exhaustion follows when ACTH dwindles as a result of continual stress. (ACTH-Aprinocorticotropic)According to Stephen .P. Robbins*, stress related headaches are the leading cause of loss of work time in U. S. industry. Cooper and Marshall* visualize stress as characteristics of both the focal individual and his environment. They designate the internal and external consultive forces as pressures or stressors and the resulting stalk of the organism on stress.

OVERVIEW OF THE INDUSTRY AND THE COMPANY Yesbank is a state-of-the-art high quality, customer centric, service driven, private Indian Bank catering to the Future Businesses of India , and is an outcome of the professional & entrepreneurial commitment of Rana Kapoor, Founder, Managing Director & CEO. As the Professionals Bank of India, Yesbank has exemplified creating and sharing value for all its stakeholders, and has created a differentiated Banking Paradigm. Since inception, Yesbank has tried to play a catalytic role in bridging the infrastructure and knowledge gap in various Sunrise sectors of the economy. As part of the differentiated strategy, Yesbank has had a strong focus on Development Banking, as is evident from the cutting-edge work that the Bank has done in the area of Food & Agribusiness, Infrastructure, Microfinance, and Sustainability which in most cases has been first-of-its kind in India. Our focus on Governance and Good Corporate Citizenship, actualized through Yesbank Responsible Banking approach, stands evidence to Yesbank strategic vision.

Since inception in 2004, Yesbank has fructified into a Full Service Commercial Bank that has steadily built Corporate and Institutional Banking, Financial Markets, Investment Banking, Corporate Finance, Branch Banking, Business and Transaction Banking, and Wealth Management business lines across the country, and is well equipped to offer a range of products and services to corporate and retail customers. Yesbank offers a full-range of client-focused corporate banking services, including working capital finance, specialized corporate finance, trade and transactional services, treasury risk management services, investment banking solutions and liquidity management solutions among others to a highly focused client base. The Bank also has a widespread branch network of over 331 branches across 200 cities, with over 420 ATM's and 2 National Operating Centres in Mumbai and Gurgaon. Since inception, Yesbank has adopted innovative and creative technologies that facilitate robust systems and processes and facilitate in the delivery of world-class banking solutions that significantly improve the business and financial efficiency of our clients.

Yesbank has been recognized amongst the Top and the Fastest Growing Bank in various Indian Banking League Tables by prestigious media houses and Global Advisory Firms, and has received national and international honours for our various Businesses including Corporate Finance, Investment Banking, Treasury, Transaction Banking, and Sustainable practices through Responsible Banking. The Bank has received several recognitions for our world-class IT infrastructure, and payments solutions, as well as excellence in Human Capital.

The sustained growth of Yesbank is based on the key pillars of Growth, Trust, Technology, Human Capital, Transparency and Responsible Banking. Yesbank is committed towards building the Best Quality Bank of the World in India resting on the strengths of its six key pillars and differentiation built through exemplary Customer Service, to ensure that it provides the finest Banking Experience to its customers.

Responsible Banking:

Responsible Banking is one of the key differentiators of Yesbank with the objective of developing innovative business solutions to social and environmental problems. Yesbank operates in a Sustainability Zone where wider economic, environmental and social objectives are met by supporting new emerging businesses that not only promote financial growth but also enhance social and environmental causes across a range of its client base and their stakeholders, thus constituting the economic pyramid as a whole. To this end, Yesbank offers innovative financial solutions to address a wide spectrum of issues regarding sustainable livelihoods, food security, public health, education & education & climatic change.

Yesbank has created a differentiated proposition in the cluttered financial services market-space by institutionalizing sustainability as a key ingredient in all internal and external processes. Responsible Banking comprises of two highly empowered and integrated units;

Responsible Banking in Thought that provides cutting edge thought leadership in the sustainability space and Responsible Banking in Action that develops specific banking products and services in line with the Responsible Banking strategy.

Responsible banking in thought provides thought leadership and incubates new business opportunities in the development space through CSR and sustainability initiatives while establishing linkages with like-minded domestic and international governmental, nongovernmental and private organizations of repute. This group also actively engages in developing innovative business approaches to development, along with a new set of investors, i.e. The Socially Responsible Investor Community as well as the Community Development Organizations. The division also serves as a specialized resource cell for mainstreaming sustainability internally into the Banks business groups. The key initiatives of Responsible Banking in Thought are listed below

Thought leadership Responsible corporate citizenship advisory (rcc) Yes community

Yesbank also encourages its clients and stakeholders to adopt philanthropy to actively participate In Indias development & poverty alleviation. The bank has associated itself with Indias most credible ngos doing some commendable work in their areas.Responsible banking in action comprises of three special business verticals with products aligned to our sustainability strategy, identifying new markets and promoting sustainable development. Yesbank has successfully established three dedicated business verticals;

Agribusiness, Rural & Social Banking (ARSB) Microfinance Sustainable Investment Banking (SIB) Private Equity (PE)

Agribusiness Rural & Social Banking (ARSB): ARSB develops innovative financial models, which leverage the outreach of various stakeholders in the agri value chain, to overcome the 'last mile challenges' in the agri and rural sector. It also works closely with insurance and re-insurance companies to facilitate the development and distribution of need-based insurance products for the

agri-sector. As a Social Banking initiative, the team provides financial services to the social sector and to socio-economically disadvantaged sections of society.

Microfinance: YES BANK is committed to creating equal financial opportunities and enabling financial inclusion. The Bank provides term lending and direct lending, a two-pronged solution to provide easy access to suitable financial products and services to un-Banked/under-Banked, low-income communities across urban and rural India.

Sustainable Investment Banking (SIB): The Bank has established a dedicated business vertical that addresses the need for specialist investment advisory in sustainable ventures such as Social, Alternative Energy and Environment.

Private EquiTY (PE): As India fast becomes the most favored emerging market for foreign investments, the economic, political and regulatory climate for private equity investors has become encouraging. At YES BANK we are making conscious efforts of promoting sunrise sectors with high growth potential.

Responsible Banking:

Thought Leadership Climate Change Responsible Corporate Citizenship Philanthropy Environment & Social Policy

Brand Vision & Strategy Yesbank is pursuing a Brand strategy to build one of the finest financial brands in India. Yesbank believes that differentiation begins with its service and trust mark embedded in YES, which represents the Banks fundamental goal of being a highly service-oriented Financial Institution. The endeavour at Yesbank is to provide an unprecedented Delightful Banking Experience to all its customers.

The name YES signifies-

The essence of the brand completely by conveying all the values and characteristics -

Attractive, Smart, Simple, Serious, Reliable,Trustworthy, Optimistic, Positive, Efficient, Universal Clutter breaking in the banking environment, and affirmative with target clients across

business and market segments Brand Vision and Commitment:

To be recognised as the Worlds Best Quality Bank In India. To provide a Delightful Banking Experience to all its customers. To be a long term partner with all stakeholders particularly customers by creating & sharing value. To be a solid and trusted financial trust mark backed by two professional promoters and an exceptional management team.

Brand Pillars:

The Yesbank brand is being built around 6 Key Brand Pillars, which epitomise the growing strengths of the Bank. All communication and advertising has been created around these key Brand Pillars.

Growth: Yesbank core promise is growth, for it's internal and external stakeholders symbolise in Say YES to Growth! Trust: Yesbank Promoters, Investors and Top Management team, are all of the highest pedigree with a demonstrated track YES to Trust! Knowledge Driven Human Capital: YES BANK has adopted a knowledge driven entrepreneurial approach to Banking and offers Financial Solutions beyond the traditional record, thus inspiring and establishing a Trust Mark - Say

realm of banking. Yesbank top quality Human Capital represents the finest talents in banking mobilised from India and abroad


Technology: Yesbank is establishing the highest standards in customer service by adopting cutting-edge Innovative Evolution Transparency and Responsible Banking : Yesbank holds Transparency and Accountability above all else. The Bank has established the most stringent Corporate Governance norms, and is also committed to Responsible Banking by focusing Responsibility on Sustainability and Social Technology. The only thing constant about Yesbank Technology is

Yesbank will continue to declare it's Promise through consistent communication activities under the Brand Slogans "Experience our Expertise" and "YES for YOU".

Awards & Recognitions:

Institutional Excellence

Yesbank receives the "Fastest Growing Bank" Award third year in a row at the Business world Best Bank Awards 2011.

Yesbank received the Best Private Sector Bank Award at Dun & Bradstreet - Polaris Software Banking Awards 2011.

Yesbank receives Sustainable Bank of the Year (Asia/Pacific) Award at FT/IFC Sustainable Finance Awards 2011, London.

Business Excellence: Yesbank won seven awards at Asias Best Employer Brand Awards and the CMO Asia Awards for Excellence in Branding and Marketing that were held on July 22, 2011 in Singapore.

Yesbank received awards in the following categories:

Continuous Innovation in HR Strategy at Work Talent Management Best HR Strategy in Line with Business Excellence in HR through Technology CEO of the Year Award to Mr. Rana Kapoor Brand Excellence in Banking, Financial Services & Insurance Best Corporate Social Responsibility Practice (Overall)

Boards of Directors

Dr. Rana Kapoor Founder/Managing Director & CEO YES BANK LTD. Chairman - Nominations & Governance Committee Chairman - Fraud Monitoring Committee Chairman Capital Raising Committee Mr. S.L Kapur Non Executive Chairman Former Secretary, Government of India,

Department of Small Scale Industries & Agro and Rural Industries Mr. Wouter Kolff Independent Director Chairman Risk Monitoring Committee Former Vice Chairman Managing Board, Rabobank International, Holland Mr. Bharat Patel Independent Director Chairman - Investor Relations committee Chairman - Service Excellence Committee Former Non Executive Chairman, Procter & Gamble, India Mr. Arun K Mago Independent Director Chairman Board Remuneration Committee Former Chief Secretary, Government of Maharashtra Ms Radha Singh Independent Director Former Union Agriculture Secretary, Government of India Mr. Ajay Vohra

Independent Director Chairman Audit & Compliance Committee Managing Partner of the Corporate, Tax and Business Advisory Law firm, Vaish Associates

Yes banks Corporate Partners Yes bank technology team is a truly strategic team that follows IS Litemodel of Gartner, wherein only Project Management, Architecture and Vendor Management is done in-house, and rest everything (IT Operations, Infrastructure Support etc) is outsourced. We thoroughly evaluated our core and non core technology strengths and consciously decided to outsource all non core activities to organizations that can do it better than us. Moreover, we have not just outsourced, but have built strategic partnerships with some of these organizations, and we pursuing several unique initiatives with them. In a very short span of time Yes bank has forged strong relationships with its technology partners. Some of the highlights of our partnerships is the Variable Cost Model saving us from huge upfront capital expenditures Joint Marketing Initiatives Co-Creation and Sharing of Intellectual Property Cash Tech (A Fund Tech company) is our partner for Cash Management Solution. Cisco Systems, is collaborating with us to provide our customers Wireless LAN solutions, Routers that enable a wire-free branch environment, IP based telephony; and a state of the art Customer Contact Centre which will be operational shortly.

De La Rue provides us state-of-the-art Automated Teller Cash Dispensers, so that our customers no longer have to wait at Teller Counters Gartner helped us in doing it right the first time. Gartner advised us in formulating our IT Strategy, adopting the Best Practices in Technology Adoption, implementation and Management. And Roadmap. I-Flex Solutions is our partner for its Core Banking Solution. The solution provides our customers a seamless, anytime, anywhere banking experience. Further, YES BANK is the only bank in i-Flexs Corporate Implementation Partner program, wherein we are providing i-Flex and its customer the superior domain expertise we have in areas of core banking, direct banking and other banking functions and processes. Intel Corporation is our Global Technology Advisor, and has partnered with us to provide cutting edge technology solutions ranging from high speed servers to Wi-Fi solution for our branches. YES BANK is the first bank in India to implement, the treasury operations and risk system in India. Murex implementation at YES BANK We have partnered with Reuters to offer real time online foreign exchange trading solution - Forex Solutions. The solution incorporates a medium to hedging their currency risks online through YES Bank Corporate Net Banking site. Yes Bank would also provide liquidity on the Reuters RTFX system for clients to be able to trade in various currencies and hedge their foreign currency risk exposures online


Corporate Banking

Corporate & Institutional Banking Commercial Banking Government Relationship Management Indian Financial Institution International Banking

Investment Banking Corporate Finance Financial Markets Transaction Banking Financial Inclusion Services Multinational Corporate & Embassies

Branch Banking

Branch Banking - Personal YES FIRST Global Indian Banking - NRI Business Banking - SME Retail Banking - Loans YES Privileges YES TOUCH

Knowledge Banking

Development Banking Food and Agri Business Information Technology (IT) Infrastructure (Infra) Life Sciences Strategic Initiative & Advisory Telecom Media and Entertainment Reports YES SME

Investor Relations

Financial Results Annual Reports

Investor Presentation Our Promoters and Investors Corporate Governance Ratings

Media Centre

Press Releases Press Articles

Human Capital

Careers Employee Diversity Employee Value Proposition YES SCHOOL OF BANKING Employee Engagement

DATA ANALYSIS AND INTERPRETATIONS Table 4.1: Age wise classification of employees Age (21-30) (31-40) (41-50) 50 & above Total
Source: Primary Data

No. Of Respondents 23 15 10 02 50

Percentage 46% 30% 20% 04% 100%

It is understood from above table that 30% of the respondents are between (31-40) year, 20% of the respondents are between (41-50) year, 04% of the respondents are above 50 years and 46% of the respondents are between (21-30) year.

Chart 4.1: Age wise classification of employees

Chart Title
100 100

80 60 40 20 0 (21-30) (31-40) (41-50) age 50 & ABOVE Total 46 30 20 4 PERCENTAGE

Table 4.2: Gender wise classification of employees Gender Male Female Total
Source:Primary Data

No. Of Respondents 45 05 50

Percentage 90% 10% 100%

Interpretation: It is understood from th above table that 90% of the respondents are male and 10% of the respondents are female.

Chart 4.2: Gender wise classification of employees



Table 4.3: Classification on educational qualification Qualification Sslc Under graduate Post graduate Technical Total Source:Primary Data No. Of Respondents 0 35 10 05 50 Percentage 0% 70% 20% 10% 100%

Interpretation: The above table interprets that 70% of the respondents have graduation, 20% have post graduation and 10% technically qualified, none of them are below graduate.

Chart 4.3: Classification on educational qualification


No of respones

Table 4.4: Work experience Attributes < 5 year (5-10) year (10-15) year > 15 year Total
Source: Primary Data

No. Of respondents 30 15 03 02 50

Percentage 60% 30% 06% 04% 100%

Interpretation: It is understood from the above table that 4% of the respondents have more than 15 years of experience, 30% of the respondents have (5-10) year of experience and 6% of the respondents have their experience between (10-15) year remaining 60% of the respondents have less than 5 years of experience.

Chart 4.4: Work experience

60 30 25

20 15 10 5 0 < 5 YRS


(5(1010) YRS 15) YRS No of repones

Table 4.5: Physical working condition of the organization Satisfaction Highly satisfied Satisfied Nuetral Highly dissatisfied Dissatisfied Total Source: Primary Data No. Of respondents 10 20 10 08 02 50 Percentage 20% 40% 20% 16% 04% 100%

Interpretation: It is understood from the above table that more than half of the respondents 20% are satisfied with the physical working condition of the organization. 20% of the respondents are neither satisfied nor dissatisfied with the physical working condition of the organization, 20% of the respondents are highly dissatisfied with the physical working condition of the organization, 16% of the respondents are highly dissatisfied with physical condition provided and 4% respondents are dissatisfied with physical working condition of the organization.

Chart 4.5: Physical working condition of the organization



Table 4.6:
Opinion about the job

Opinion Challenging Interesting Routine Boring Monotous Total

sSource:Primary Data Interpretation:

No. Of Respondents 06 02 20 21 01 50

Percentage 12% 04% 40% 42% 02% 100%

It is understood from the above table that 16% of the employees are felt challenging, 4% of the respondent are interesting,40% of them felt as routine,42% its boring and 2% its monotous.

Table 4.6:
Opinion about the job

4% 12% Challenging 40% 100% Interesting Routine Boring Monotous 42% Total


Table 4.7: Opinion about the pay package Satisfaction Highly satisfied Satisfied Nuetral Dissatisfied Total Source:Primary Data Interpretation: It is understood from the above table that 32% of the respondents feel the job highly satisfied, 40% of them feel its satisfied, 20% of the respondent feel it nuetral and 8% of them feel it dissatsfied. No. Of respondents 16 20 10 04 50 Percentage 32% 40% 20% 8% 100%

Chart 4.7: Opinion about the pay package

Total dissatisfied

100% 8% 20% 40% 32% 0% 20% 40% 60% 80% 100% 120% percentage Percentage

Nuetral Satisfied Highly satisfied

Table 4.8: Opinion about the completion of the work at the Specified time Satisfaction Strongly agree Agree Undecided Disagree Source :Primary Data Interpretation: It is understood from the above table that 30% of them strongly agree that they can complete the work at time,18 % of them agree that they can complete work at time, 10 % of them have no idea, 48% of them disagree that they cannot finish the work in time. No. Of respondents 15 06 05 24 Percentage 30% 18% 10% 48%

Chart 4.8: Opinion about the completion of the work at the Specified time

no of respondents

24 25 20 15 10 5 0 15 6 5 NO. OF RESPONDENTS


Table no. 4.9: Satisfaction level in stress reduction activities

Opinion Employee counseling Training & development program Autonomous work groups Health clubs Source Data

1 22 17

2 5 16

3 13 24

4 18 24

7 4

20 9

11 2

6 2 :Primary

Interpretation: It is understood from the above table that most of the employee are looking for reducing stress , most of the employee are in need of health club.

Chart NO 4.9: Satisfaction level in stress reduction activities

Weighted Average Method:

WEIGHT 4 3 2 1 TOTAL X1 22 17 7 4 50 WX1 88 51 14 4 157 X2 5 16 20 9 50 WX2 20 48 40 9 117 X3 13 24 11 2 50 WX3 52 72 22 2 148 X4 18 24 6 2 50 WX4 72 72 12 2 158

W1 W2 W3 W4

= Employee counseling = Training & development program = Autonomous work groups = Health clubs XW = XW/ XW

W1 W2 W3 W4

= 157/50=3.14 =117/50=2.34 =148/50=2.96 =158/50=3.16

Ranking the attribute: Opinion Employee counseling Training & development program Autonomous work groups Health clubs

Ranking 2 4 3 1

From the ranking method it is observed that most of the employee ranked health clubs strategy reduced to stress. Result: RANK1: Health clubs RANK 2: Employee counseling RANK 3: Autonomous work groups RANK 4: Training & development program

Table 4.10: Work overload Particulars Strongly agree Agree Undecided Disagree Total Source: Primary Data Interpretation: It is understood from the survey that 50% of the respondents are overloaded with work,20% agree with work load 26% left it undecided and 4% of the respondents say that they are not overloaded with work. No. Of respondents 25 10 13 02 50 Percentage 50% 20% 26% 04% 100%

Chart 4.10: Work overload

Total Disagree

100% 4% 26% 20% 50% 0% 20% 40% 60% 80% 100% Percentage

Undecided Agree Strongly agree


Table 4.11: Stress in job Prefernce YES NO TOTAL Source:Primary Data Interpretation: It is evident from the survey that 74% of the respondents suffer stress and 26% of the respondents do not suffer stress. No. Of respondents 37 13 50 Percentage 74% 26% 100%

chart 4.11: Work overload


74% 100%



Table 4.12: Stress causing factors among different levels of employees Factors Role overload Role Underload Interpersonal Relationship Source:Primary Data Interpretation: It is understood from the survey that for most of the respondents of all the level of employees role overload is the major stress causing factor; the second place goes to the role under load and then comes the inter personal relationship No.of Respondents 25 18 07 Percentage 50% 36% 14%

Chart 4.12: Stress causing factors among different levels of employees

Chart Title
0.6 0.5

50% 36% 14% Percentage

0.4 0.3 0.2 0.1 0


Table 4.13: Kind of stress in job among different age group Particulars Physical Mental Both Total Source: Primary Data Interpretation: It is understood from the survey that 30% of them suffer physical stress,60% of them suffer mental stress and the remaining of them suffer from both the stress. No.of Respondents 15 30 5 50 Percentage 30% 60% 10% 100%

Chart 4.13: Work overload


Correlation Formula: n ( x y- x y) p= [n x2 ( x)2] [n y2 ( y)2]

X 25 18 7 x = 50

Y 15 30 5 y = 50

XY 375 540 35 xy = 950

X2 625 324 49 x2 = 998

Y2 225 900 25 y 2 = 1150

Source: calculated data 3(950) - (50*50) p= __________________________________ [3(998) - (50)2] [3(1150) -(50)2]

2850 - 2500 p = ______________________ (22.23) (30.82) p= 350 685.13

p = 0.51085 Conclusion: Factors showing the Stress causing factors among different levels of employees is taken as X variable and the Kind of stress in job among different age group taken as Y variable and the correlation between both is found out. Since the value of p is 0.51085, factors processing stress causing factors is Role overload and kind of stress in job is in mental.

Table 4.14: Level of stress Level of stress Very high High Moderate Low Total Source:Primary Data Interpretation: It is understood from the survey that 17% of the respondents have moderate level of stress, 24% of the respondents have high level of stress, and only 24% of the respondents have very low level of stress. Remaining 23% have high level of stress. No. Of respondents 22 13 10 05 50 Percentage 24% 23% 17% 24% 100%

Chart 4.14: Work overload

30% 25%
no of response


23% 17%


20% 15% 10% 5% 0% VERY HIGH


HIGH MODERATE level of stress


Table 4.15: Physical inconvenience due to stress Preference Yes No Total Source:Primary Data Interpretation: It is understood from the survey that 52% of the respondents suffer from physical inconvenience due to stress and 48% of the respondents do not suffer stress. No. Of respondents 35 15 50 Percentage 52% 48% 100%

chart 4.15: Physical inconvenience due to stress


52% Yes 100% No Total 48%

Table 4.16: kind of inconvenience Inconvenience Headache High blood pressure Digestive problem Hypertension Nervousness Source:Primary Data Interpretation: It is understood from the survey that most of the respondents 24% suffer from headache and hypertension and second comes the digestive problem due to stress, then comes the nervousness and only less % of the respondents suffer from high blood pressure problems. No. Of respondents 12 06 11 12 09 Percentage 24% 12% 22% 24% 18%

Chart 4.16: kind of inconvenience

25% 20% 15% 10% 5% 0% 24% 12% 22% 24% 18% Percentage

Table 4.17: Organization steps to manage stress Preference Yes No Total Source:Primary Data Interpretation: It is understood from the survey that 52% of the respondents agrees that their organization is helping them in overcoming stress, and the 48% of them are not satisfied with the help provided by the organization to overcome stress. No. Of respondents 26 24 50 Percentage 52% 48% 100%

Chart 4.17: Organization steps to manage stress


48% 52%

Yes No

Table 4.18: Stratergy to reduce stress Particulars Employee counseling Training & development program No.of Respondents Percentage 32% 28%

16 24

Autonomous work groups 10 Health clubs 10 Total 50 Source:primary Source Interpretation:

20% 20% 100%

It is understood from the survey 32% of the respondents agrees that their organization is helping them in counselling , and the 28% of them are satisfied with the training and development program remaining 20% each to autonomous work group and health group. Table 4.18: Stratergy to reduce stress


0.3 0.2 0.1 0 1 0 2


28% 20% 20% Percentage 0 4 particulars 0 5 6 7

Chi square Formula: CHI-square =X2 ((O+E)2 /E)

Degrees of Freedom : (Number of rows 1) (Number of columns-1) Where, Frequency and

= observed

= Expected Frequency

Hypothesis: Null Hypothesis H0 : There is no significant difference in way of measuring to strategy reduce the stress. Alternate Hypothesis H1 : There is a significant difference in way of measuring to strategy reduce the stress. CHI-square =X2 ((O+E)2 /E)

E = O /n


E = 20

Table: Chi Square Test (Oi-Ei)2 16 16 100 100 TOTAL (Oi-Ei)2/Ei 0.8 0.8 5 5 11.6

Oi 16 24 10 10

Ei 20 20 20 20

(Oi-Ei) -4 4 -10 -10

Calculated Value: 2 = 11.6 Critical Value: the table value of 2 at 5% level of significance at Degrees of freedom (df) = n-1=(4-1) = 3 20.05 with {df=4} is = 7.815 2cal > 20.05 Calculated value > Table value Hence , we Reject H0. Conclusion: The calculated value is greater than the table value. Hence the Null Hypothesis H0 is rejected and the Alternate Hypothesis H1 is accepted. From the above calculation we can conclude and analyze that there is a difference in ways of measuring the strategy to reduce the stress.

5.1 Findings Out of the total sample most of the respondents are male and many are under graduate. Most of the respondents have 5-10 years of long association with the organization. Almost all the respondents are satisfied with the physical and psychological working condition of the organization, and only fewer respondents are dissatisfied with the psychological working condition of the organization. The opinion about the training programs conducted by the organization is almost better, according to majority of the respondents. Almost all the respondents are satisfied with the pay package provided by the organization and nearly half of the respondents feel that they do a routine job. Most of the respondents agree that they can complete their work within the specified time and some of the respondents are undecided. Nearly half of the respondents agree that they are overloaded with work. More than half of the respondents suffer stress in their job. Among all other factors, role overload cause more stress according to most of the respondents. Most of the respondents from asset and operation department suffer from mental stress, and most of the respondents from marketing department suffer from both physical and mental stress. Most of the respondents feel only moderate level of stress and some of the respondents feel high level of stress in their job. More than half of the respondents have physical inconvenience due to stress and most of the respondents suffer from headache and high blood pressure.

Almost all the respondents prefer to follow coping strategies personally, to manage stress and they prefer to do meditation and yoga to reduce stress.


Most of the respondents say that the organization does not take suitable steps to manage

Employee counseling and effective training & development programs are the banks wide programs that could be adapted to manage stress.

5.2 Suggestions The employees must give importance to time management techniques there by they can complete their work within the specified time. Many tasks can be delegated to subordinates without losing effectiveness so that we can reduce the overload of work. Adopt the work to home transition strategy. It means instead of carrying the pressures of the work to home, the suggestion is to start the unwinding process during the work day and enter the home in a relaxed and peaceful mind. Giving counseling to the employees when they face problems, because counseling is the discussion of a problem that usually has emotional content with an employee in order to help the employee cope within better. Engaging the employee in training exercise, because it stimulates the brain and the body. Also the employee must do meditation and yoga in their daily life. 5.3 Conclusion Stress in the work place has become the black plague of the present century. Much of the stress at work is caused not only by work overload and time pressure but also by lack of rewards and praise, and more importantly, by not providing individuals with the autonomy to do their work as they would like. Most of the employees were not satisfied with the grievance handling procedure of the organization which was found by the unstructured interview. Organization must begin to manage people at work differently, treating them with respect and valuing their contribution. If we enhance the psychological well being and health of the employees, in the

coming future the organization would make more revenue as well as employee retention. Because it is said thatS, A Healthy Employee is a Productive Employee

Personal profile 1. Name: 2. Age group a. (21-30) yrs b. (41-50) yrs 3. 4. Sex :Male / Female Educational Qualification: SSLC/UG/PG/Technical/Professional 5. Experience a.< 5 yrs Quality of work life 6. How do you feel about the physical working condition of the organization? a. Highly satisfied e. Dissatisfied 7. How do you feel about the psychological working condition of the organization? a. Highly Amicable b.Cordial 8. c. Neutral d. Strained e.Very poor b. Satisfied c. Neutral d.Highly dissatisfied : b. (5-15)yrs c. > 15 yrs c. (31-40) yrs d. 50 & above yrs

What is your opinion about the training programs conducted in the organization? a. Excellent b.Good c.Better d.Bad e.Worse


How do you feel about the pay package provided by the organization? a.Highly satisfied b. Satisfied c. Neutral d. Dissatisfied


How do you feel about your job? a. Challenging b.Interesting c. Routine d.Monotonous e. Boring


Do you agree that you can complete your work within the specified time? a.Strongly agree b.Agree c.Undecided d. Strongly Disagree e. Disagree


Do you agree that you are overloaded with work? a.Strongly agree b.Agree c.Undecided d. Strongly Disagree e. Disagree No


Do you suffer any stress in your job? Yes

Factors and effects of stress 14. In your accordance which of the following factors cause more stress? a. Role overload 15. b.Role c.Interpersonal relationship

What kind of stress do you suffer in your job? a. Physical b. Mental c.Both


What is the level of stress that you feel in your job? a.Very high b.High c. Moderate d.Low e.Verylow


Do you suffer any physical inconvenience due to stress in your job? a.Yes b.No


If yes, what kind of inconvenience? a.Headache d.Hypertension b. High blood pressure e. Nervousness c.Digestive problem

COPING STRATEGIES 19. Have you taken any coping strategies personally to manage stress?

a. Yes 20.

b. No

What kind of strategies of the following have you taken? a. Exercise b.Meditation c.Listening music d.Take a walk

e. Spend time with children 21. Does this organization take any suitable steps to manage stress? a. Yes 22. b. No

What type of bank-wide programs that are/could be adapted to manage stress? a.Employee couns b.Effective Training & Development program

c.Autonomous work groups d.Health clubs 23. Kindly give your suggestions to reduce stress

Bibliography Books 1.Ahuja. K.K- Industrial psychology and organizational behavior,Khanna publishers, New Delhi, 1991. 3.Finemann- A Psychological Model of Stress and its application to managerial unemployment, Human relations 1979. 4.Laurie J. Mullins Organizational Behavior, Pitmans publishing Ltd, London, 1990. Journals and magazines 1.Business line, The stress is beginning to show, Financial Express published by Hindu, Trivandrum, 1989. 2.Brief A.P. and Atieth J.M., Studying Job Stress: Are we making mountains out of mole Hills? Journal of occupational behavior, 1987. 3.Jamal M., Job Stress-Prone Type A behavior and personal and organizational consequences, Canadian Journal of Administrative.

WEBSITES: www.yes bank Limited.co.in www.rbi.org.in www.google.com www.wikipedia.com www.articlesbase.com www.rediff.com