SUMMER TRAINING PROJECT REPORT

ON
EMPLOYEE SATISFACTION
PANTALOONS RETAIL INDIA LIMITED
FOR THE PARTIAL FULFILLMENT OF THE
REQUIREMENT
FOR THE AWARD OF
BACHELOR OF BUSINESS ADMINISTRATION

SUBMITTED BY:

IN SUPERVISION OF:

Pramod pal
BBA 2010-13

MISS SINDHURA CHOWDARY

MISS RUCHI GUPTA

APPROVED BY CCS UNIVERSITY,

MEERUT) NH-24 VIJAY NAGAR BYPASS,
GHAZIABAD. (U.P.)

ACKNOWLEDGEMENT
It is with a deep sense of gratitude that I acknowledge the cooperation and support of
PANTALOONS RETAIL INDIA LIMITED, SHIPRA MALL GAHZIABD which gave
me the unique privilege of completing my research project by visiting its premises for about
two months and provided me with an opportunity to interact with the various personnel.
I am particularly grateful to MR KAMAL SONI, STORE MANAGER, who gave me the
opportunity to work with the organization. I am extremely grateful to my guide and project
coordinator
I am also grateful to MISS SINDHURA CHOWADRY, SENIOR HR Executive, It was
indeed very gracious of her to spare her valuable time and to give an elaborate insight into the
functioning of the company as also to answer all my queries patiently. I sincerely express my
gratitude to her.
I am indebted to all the employees, and all the other officers of the company for their
cooperation. I am thankful to each and every employee of pantaloons for co- operating in their
best possible manner.

Pramod Pal

DECLARATION

I Pramod Pal, student of BBA, IPEM, Ghaziabad, hereby declare that the project report on
EMPLOYYE SATISFACTION IN PANTALOONS RETAIL INDIA LIMITED. is an
original and authenticated work done by me.
I further declare that it has not been submitted else where by any other person in any of the
institutes for the award of any degree or diploma.

Pramod Pal
Date: 03 SEPTEMBER 2012

PREFACE

The project report on EMPLOYEE SATISFACTION has been carried out at

PANTALOONS RETAIL INDIA LIMITED, GAHZIABAD.
Summer training program of BBA forms an integral part in the curriculum. It is designed to
expose students to real life industrial problems. It helps students in applying theoretical
concepts to real life systems. So I have developed this project by hard work and deep study.
Business has always been competitive. Yet the kind of fierce competition being witness now
has not been witness before. Gone are the days of monopolies and with the advent
consumerism, more and more corporate houses are beginning to realize that the ultimate
competitive advantage of any business over its rivals will be provided by its people.
Technology is no longer a monopoly nor is availability of money. But what may be a
monopoly would be the PEOPLE associated with any business organization.
This is the essence of HUMAN RESOURCE DEVELOPMENT. Thus HRD in wider
connotation is the managements philosophy, and holistic concept on business oriented
concept, a system approach that concern all human activities in the business, individual,
team, culture, philosophies, ethos etc. It is proactive, pragmatic, realistic, businesslike
approach by motivating, by inspiring and creating satisfaction by building the positive and
open culture, by encouraging research and development activities, by encouraging
constructive innovations etc.
Since every organization is made of people, hiring their services developing their skills,
motivating them to high level of commitment to the organization are essential to achieve
organizational objectives. Therefore getting and keeping good people is the first goal to
achieve though unified efforts, the degree of success depends on employees reaching their
individual goal through organizational goal, is an important determinant for organizational
effectiveness.

Compiled by;Pramod Pal

EXECUTIVE SUMMARY
The topic of the project is to know the Level of Employee Satisfaction in Pantaloons Retail India
LIMITED. The main purpose of this project is to know the acceptability of performance appraisal
system among the employees of the organization. To know the effectiveness I have design the
questionnaire form which I have distributed among the employees of the organization.
I have also taken the help of the past record of the employees for the appraisal. I have used
exploratory as well as descriptive research for this study. For this project I have collected primary as
well as secondary data. For primary I made a questionnaire and for secondary, I have taken their past
record to check out whether the employees are satisfied or not through their past record and choose
the different grade of people for filling the questionnaire.
Result which came out from the study is that most of the employees performed well and they are
satisfied too with the existing performance. They need only some of the improvement regarding the
performance. As we know that the method existing in the organization is far better and only
improvement is needed.

PANTALOONS RETAIL INDIA LIMITED

COMPANY PROFILE
PANTALOONS Retail (India) Limited, is Indias leading retailer that operates multiple
retail formats in both the value and lifestyle segment of the Indian consumer market.
Headquartered in Mumbai (Bombay), the company operates over 16 million square feet of
retail space, has over 1000 stores across 73 cities in India and employs over 30,000 people.
The companys leading formats include Pantaloons, a chain of fashion outlets,
Big Bazaar, a uniquely Indian hypermarket chain, Food Bazaar, a supermarket chain,
blends the look, touch and feel of Indian bazaars with aspects of modern retail like choice,
convenience and quality and Central, a chain of seamless destination malls. Some of its
other formats include Brand Factory, Blue Sky, ALL, Top 10 and Star and Sitara. The
company also operates an online portal, futurebazaar.com
Future Value Retail Limited is a wholly owned subsidiary of Pantaloon Retail (India)
Limited. This entity has been created keeping in mind the growth and the current size of
the companys value retail business, led by its format divisions, Big Bazaar and Food
Bazaar.
The company operates 150 Big Bazaar stores, 170 Food Bazaar stores, among other
formats, in over 70 cities across the country, covering an operational retail space of over 6
million square feet. As a focused entity driving the growth of the group's value retail
business, Future Value Retail Limited will continue to deliver more value to its customers,
supply partners, stakeholders and communities across the country and shape the growth of
modern retail in India.
A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a
large-format home solutions store, Collection selling home furniture products and eZone
focused on catering to the consumer electronics segment.
Pantaloon Retail is the flagship company of Future Group, a business group catering to the
entire Indian consumption space.

FUTURE GROUP
Future Group, led by its founder and Group CEO, Mr. Kishore Biyani, is one of Indias
leading business houses with multiple businesses spanning across the consumption
space. While retail forms the core business activity of Future Group, group subsidiaries
are present in consumer finance, capital, insurance, leisure and entertainment, brand
development, retail real estate development, retail media and logistics.
Led by its flagship enterprise, Pantaloon Retail, the group operates over 16 million
square feet of retail space in 73 cities and towns and 65 rural locations across India.
Headquartered in Mumbai (Bombay), Pantaloon Retail employs around 30,000 people
and is listed on the Indian stock exchanges. The company follows a multi-format retail
strategy that captures almost the entire consumption basket of Indian customers. In the
lifestyle segment, the group operates Pantaloons, a fashion retail chain and Central, a
chain of seamless malls. In the value segment, its marquee brand, Big Bazaar is a
hypermarket format that combines the look, touch and feel of Indian bazaars with the
choice and convenience of modern retail.
The groups specialty retail formats include supermarket chain - Food Bazaar,
sportswear retailer - Planet Sports, electronics retailer - eZone, home improvement chain
-Home Town and rural retail chain - Aadhaar, among others. It also operates popular
shopping portal - www.futurebazaar.com.
Future Group believes in developing strong insights on Indian consumers and building
businesses based on Indian ideas, as espoused in the groups core value of Indianness.
The groups corporate credo is, Rewrite rules, Retain values.

Pantaloon Retail India

Pantaloon Retail (India) Limited, is a large Indian retailer, which is part of the Future
Group, and operates multiple retail formats in both the value and lifestyle segment of
the Indian consumer market. Headquartered in Mumbai, the company has over 1,000
stores across 71 cities in India and employs over 30,000 people, and as of 2010, it was
the country's largest listed retailer by market capitalization and revenue With effect
from 1 January 2010 the company separated its discount store business, which includes
the Big Bazaar hypermarket and the Food Bazaar supermarket businesses, into Future
Value Retail Ltd., its wholly owned subsidiary, so that the company may be listed
independently. The companys brands include Pantaloons, a chain of fashion outlets,
Big Bazaar, a hypermarket chain and Food Bazaar, a supermarket chain. Some of the
company's other regional brands include, Depot, Shoe Factory, Brand Factory, Blue
Sky, aLL, Top 10 and Star and Sitara.
A subsidiary company, Home Solutions Retail (India) Limited, operates Home Town, a
large-format home solutions store, Collection i, selling home furniture products and EZone focussed on catering to the consumer electronics segment.

GROUP WEBSITES
Pantaloon Retail (www.pantaloonretail.in)
FutureBazaar (www.futurebazaar.com)
Future Brands (www.futurebrands.co.in)
Future Group (www.futuregroup.in)
Future Capital Holdings (www.fch.in)
Future Generali (www.futuregenerali.in)
Future Learning & Development (www.fldl.in)
Future Supply Chain Solutions (www.futuresupplychains.com)

 Future Media (www.futuremedia.in)

CORPORATE STATEMENTS
"Future" - the word which signifies optimism, growth, achievement, strength, beauty,
rewards and perfection. Future encourages us to explore areas yet unexplored, write rules
yet unwritten; create new opportunities and new successes. To strive for a glorious future
brings to us our strength, our ability to learn, unlearn and re-learn, our ability to evolve.
We, Future Group, will not wait for the Future to unfold itself but create future scenarios
in the consumer space and facilitate consumption because consumption is development.
Thereby, we will effect socio-economic development for our customers, employees,
shareholders, associates and partners.
Our customers will not just get what they need, but also get them where, how and when
they need.
We will not just post satisfactory results, we will write success stories.
We will not just operate efficiently in the Indian economy, we will evolve it.
We will not just spot trends, we will set trends by marrying our understanding of the
Indian consumer to their needs of tomorrow.
It is this understanding that has helped us succeed. And it is this that will help us succeed in
the Future. We shall keep relearning. And in this process, do just one thing...
Rewrite Rules, Retain Values.

STRATERGY
A new normal is being defined in the Indian consumer market every day. With far-reaching
socio-economic changes that India has undergone in the last decade, the drivers in urban and
rural India are maturing fast.
With a growth strategy tempered with localization and an inclusive business model, Future
Group is the only pure play local retailer poised to lead Indias consumption story with
sustainable value creation.
Future groups multi-format retail strategy captures almost the entire consumption
basket of Indian customers. As modern retail drives new demand, efficiency and
consumption in new categories, our strategy is based on our deep understanding of
Indian consumers.
Future group believes that modern Indian retail rests on the strength of two pillars
scale and efficiencies. As front-runners in both areas, future group firmly believe our
core responsibility lies in providing protection to customers from the overall rate of
inflation. While the scale and size of its operations helps us improve efficiencies, it
also ensures it delivers greater value to its customers.
Futures retail thrust is focused on four principal verticals of Food, Fashion, General
Merchandise and Home. These four categories together account for nearly 65% of the
consumption in the country and represent mass consumer aspirations. Acknowledging this,
we are creating retail pure play through divestment and demerger of non-retail businesses to
concentrate our efforts on these verticals.
Indias retail boom is being driven by resurgence in the economy. Modern retail still has
around 6% share of the total retail spend in the country, that is estimated at around US $ 400
billion. Thus, the potential for modern retail growth in India is huge. Currently, leading
retailers in mature markets occupy the top three slots by turnover, employment and value
creation. As the Indian economy matures, it is upon us to make the same happen in our
country

GROUP VISION
Future Group shall deliver Everything, Everywhere, Every time for Every Indian Consumer
in the most profitable manner.

GROUP MISSION
We share the vision and belief that our customers and stakeholders shall be served only by
creating and executing future scenarios in the consumption space leading to economic
development.
We will be the trendsetters in evolving delivery formats, creating retail realty, making
consumption affordable for all customer segments - for classes and for masses.
We shall infuse Indian brands with confidence and renewed ambition.
We shall be efficient, cost- conscious and committed to quality in whatever we do.
We shall ensure that our positive attitude, sincerity, humility and united determination shall
be the driving force to make us successful.

CORE VALUES

Indianness: Confidence in ourselves.

Leadership: To be a leader, both in thought and business.

Respect and Humility: To respect every individual and be humble in our conduct.

Introspection: Leading to purposeful thinking.

Openness: To be open and receptive to new ideas, knowledge and information.

Valuing and Nurturing Relationships: To build long term relationships.

Simplicity and Positivity: Simplicity & positivity in our thought, business & action.

Adaptability: To be flexible and adaptable, to meet challenges.

Flow: To respect and understand the universal laws of nature.

BOARD OF DIRECTORS
Kishor Biyani:Founder and Group CEO, Future Group Kishore Biyani is the Managing

Director of Pantaloon Retail (India) Limited and the Group Chief Executive Officer of Future
Group. He has led Pantaloon Retails emergence as the Indias lea
ding retailer operating multiple retail formats that now cater to almost the consumption
basket of a large section of Indian consumers.
Kishore Biyani led the companys foray into organized retail with the opening up of the
Pantaloons family store in 1997. This was followed in 2001 with the launch of Big Bazaar, a
uniquely Indian hypermarket format that democratized shopping in India. It blends the look,
touch and feel of Indian bazaars with aspects of modern retail like choice, convenience and
quality. This was followed by a number of other formats including Food Bazaar, Central and
Home Town.
Executive Committee Board
Anshuman Singh:- Managing Director & CEO, Future Supply Chain Solutions Ltd

B. Anand:- Director Finance, Future Group

Damodar Mall:- Director, Integrated Food Strategy, Future Group

Kailash Bhatia:- Director & CEO, Pantaloon Retai

K. K. Rathi:- CEO, Future Ventures India Ltd.

Sanjay Jog:- Chief People Officer, Future Group

Santosh Desai:- Managing Director & CEO, Future Brands India Ltd

Sumit Dabriwala:- Managing Director, Agre Developers Ltd

Ushir Bhatt:- Group CIO, CEO, Future Knowledge Services

Vibha Rishi:- Group Strategy and Consumer Director, Future Group

V. Vaidyanathan:- Vice Chairman and MD of Future Capital Holdings Ltd.

.

MILESTONES
1987

Company incorporated as Manz Wear Private Limited. Launch of

Pantaloons trouser, Indias first formal trouser brand.

1991

Launch of BARE, the Indian jeans brand.

1992

Initial public offer (IPO) was made in the month of May.

1994

The Pantaloon Shoppe exclusive menswear store in franchisee format

launched across the nation..

1995

John Miller formal shirt brand launched.

1997

Pantaloons Indias family store launched in Kolkata.

2001

Big Bazaar, Is se sasta aur accha kahi nahin - Indias first hypermarket
chain launched.

2002

Food Bazaar, the supermarket chain is launched.

2004

Central Shop, Eat, Celebrate In The Heart Of Our City - Indias first
seamless mall is launched in Bangalore.

2005

Fashion Station - the popular fashion chain is launched

ALL a little larger - exclusive stores for plus-size individuals is
launched

2006

Future Capital Holdings, the companys financial is formed to manage

over $1.5 billion in real estate, private equity and retail infrastructure
funds. Plans forays into retailing of consumer finance products.
Future Group enters into joint venture agreements to launch insurance
products with Italian insurance major, Generali.

2007

Future Group crosses $1 billion turnover mark.

Specialised companies in retail media, logistics, IPR and brand
development and retail-led technology services become operational.
Pantaloon Retail wins the International Retailer of the Year at US-based
National Retail Federation convention in New York and Emerging
Retailer of the Year award at the World Retail Congress held in
Barcelona.
.

2003

Future Capital Holdings becomes the second group company to make a

successful Initial Public Offering in the Indian capital markets.
.

Total operational retail space crosses 10 million square feet mark.

Future Group acquires rural retail chain, Aadhar present in 65 rural
locations

LINE OF BUSINESS

The company is present across several lines of business which have various formats (stores)
Plywood, The Dollar Store (JV).

Fashion - Pantaloons, Central,mall, Brand Factory, Blue Sky, Top 10, Fashion Station,
Big Bazaar, Lee Cooper (JV),IPM MEERUT(JV)

General Merchandise - Big Bazaar, Shoe Factory, Navras, Electronics Bazaar,

Furniture Bazaar, KB'S FAIR PRICE

Electronics - eZone, Electronic Bazzaar, STAPLES (JV)

Home Improvement - Home Town

Furniture - Collection i, Furniture Bazaar, Home Bazaar

E-tailing (Online Shopping) - www.futurebazaar.com

Books & Music - Depot

Leisure & Entertainment - Bowling Co., F123, TGIF (Thank God it's Friday!)

Wellness - Star & Sitara, Tulsi

Telecom & IT - Gen M, M Bazaar, M-Port, ConvergeM, Future Axiom, T 24 (in

alliance with TATA Teleservices)

Consumer Durables - Koryo, Sensei, IPAQ

Service - E Care, H Care , Design & Service

Malls - Central (Bangalore, Hyderabad, Pune, Mumbai, Vadodara, Gurgaon, Indore,

Ahmedabad)

Investment & Savings - Insurance: ULIP, Pension, Endowment etc.

WELLNESS/BEAUTY
LEISURE/ENTERTAINMENT
GENERAL MERCHANDISE
HOME/ELECTONICS
TELECOM/IT
FASHION
BOOKS/MUSIC
FOOD
ETALING

AFFILIATE COMPANIES
HOME SOLUTIONS RETAIL INDIA LIMITED
FUTURE BRANDS LIMITED
FUTURE MEDIA(INDIA) LIMITED
FUTURE SUPPLY CHAINS SOLUTIONS LIMITED
FUTURE AXIOM TELECOM LIMITED
PANTALOONS FOOD PRODUCT (INDIA) LIMITED
FUTURE KNOWLEDGE SERVICES LIMITED
FUTURE CAPITAL HOLDING LIMITED
FUTURE GENERALI INDIA INSURANCE COMPANY LIMITED
FUTURE GENERALI INDIA LIFE INSURANCE COMPANY LIMITED
FUTURE BAZAAR INDIA LIMITED
SAMPLES FUTURE OFFICE PRODUCTS PRIVATE LIMITED

AWARDS AND RECOGNITIONS

2009

CNBC Awaaz Consumer Awards 2009

Most Preferred Multi Product Chain - Big Bazaar
Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar
Images Fashion Forum 2009
Most Admired Fashion Group Of The Year - Future Group
Most Admired Private Label - Pantaloons, the lifestyle format
Critics Choice For Pioneering Effort In Retail Concept Creation Central
Coca-Cola Golden Spoon Awards 2009

2008

Most Admired Food & Grocery Retailer Of The Year.

Most Admired Food Court.

Most Admired Food Professional.

Indian Retail Forum Awards 2008
Most Admired Retail Company of the year - Future Group
Retail Face of the Year - Kishore Biyani
Best Retailer Of The Year ( Hypermarket) - Big Bazaar

The INDIASTAR Award 2008

Food Bazaar: Best Packaging Innovation

Retail Asia Pacific 500 Top Awards 2008

Gold Winner -Top Retailer 2008 Asia Pacific
Coca-Cola Golden Spoon Awards 2008
Most Admired Food & Grocery Retail Visionary of the Year:
Kishore Biyani
Most Admired Food & Grocery Retailer of the Year Supermarkets:
Food Bazaar

 Most Admired Food & Grocery Retailer of the Year - Hypermarkets:

Big Bazaar
Most Admired Retailer of the Year - Dynamic Growth in Network
Expansion across Food, Beverages & Grocery: Future Group
Most Admired Food & Grocery Retailer of the Year - Consumer's
Choice: Big Bazaar

The Reid & Taylor Awards For Retail Excellence 2008

Retail Leadership Award: Kishore Biyani
Retail Best Employer of the Year: Future Group
Retailer of The Year: Home Products and Office Improvements:
HomeTown

2007

Images Retail Awards

Most Admired Retail Face of the Year: Kishore Biyani
Most admired retailer of the year: Large format, multi product store: Big
Bazaar
Most admired retailer of the year: Food and Grocery: Food Bazaar
Most admired retailer of the year: Home & office improvement:
HomeTown
Most admired Retail Company of the year: Pantaloon Retail (India)Ltd.
NationalRetailFederationAwards
International Retailer for the Year 2007 Pantaloon Retail (India) Ltd
WorldRetailCongressAwards
Emerging Market Retailer of the Year 2007 Pantaloon Retail (India)
Ltd
HewittBestEmployers2007
Best Employers in India (Rank 14th) Pantaloon Retail (India) Ltd
PCWorldIndianWebsiteAwards
Best Indian Website In The Shopping Category Futurebazaar.com

ReadersDigestTrustedBrandsPlatinumAwards
Trusted Brands Platinum Award (Supermarket Category) Big Bazaar
.
2006

RetailAsiaPacificTop500Awards
Asia Pacific Best of the Best Retailers Pantaloon Retail (India) Ltd
Best Retailer in India Pantaloon Retail (India) Ltd
AsiamoneyAwards
Best Managed Company in India (Mid-cap) Pantaloon retail (India)
Ltd.
Ernst

&

Young

Entrepreneur

of

the

Year

Award

Ernst & Young Entrepreneur of the Year (Services) Kishore Biyani

CNBC

Indian

Business

Leaders

Awards

The First Generation Entrepreneur of the Year Kishore Biyani

Lakshmipat Singhania IIM Lucknow National Leadership Awards
Young Business Leader Kishore Biyani
Images Retail Awards
Best Value Retail Store Big Bazaar
Best Retail Destination Big Bazaar
Best Food & Grocery Store Food Bazaar
Retail Face of the Year Kishore Biyani
Readers

Digest

Awards

Platinum Trusted Brand Award - Big Bazaar

CNBC

Awaaz

Consumer

Awards

Most Preferred Large Food & Grocery Supermarket Big Bazaar

.Reid

&

Taylor

Awards

for

Retail

Excellence

Retail Entrepreneur of the Year Kishore Biyani

2005

Readers Digest and Awaaz Consumer Award

Big Bazaar - Most preferred, large, Food and Grocery store
Readers Digest Platinum Trusted Brand Award
Big Bazaar - Earning a trusted Place in the everyday lives of

consumers
Images Retail Awards 2005
PRIL Most admired retailer of the year
Food Bazaar - Retailer of the year (food and grocery)
Big Bazaar Retailer of the year (value retailing)
Central Retail launch of the year
Business Today selected PRIL among:
Top 20 companies in India to watch in 2005
Indias most investor-friendly companies in the top 75
Indias biggest wealth creators in the top 100
2004

Images Retail Awards 2004

PRIL Most admired retailer of the year
Food Bazaar - Retailer of the year (food and grocery)
Big Bazaar Retailer of the year (value retailing)
Central Retail launch of the year
Reid & Taylor and DLF Awards
PRIL Retailer of the year

2003

Indian Express Award

PRIL- Marketing excellence and excellence in brand building

The guiding principles of work culture at future group are:

Simplicity and Frugality that leads to Design-led Thinking and Disproportionate Growth.
The objective has been to create a work environment that helps achieve everyones true
potential and collectively take our organization to next level. This can happen when we
embrace a culture that supports such an environment. Some of the key points of this culture
are:

a) Develop a way of working that strengthens Team Work, within and across teams. There

is a disproportionate amount of area set aside for team work across the floors. Each of the
floors has a number of meeting rooms with conferencing and presentation facilities. In
addition there are a large number of lounges, common work areas, discussion rooms and
discussion tables at every nook and corner of the office. Please utilize these to the maximum.
b) We believe we are best served when we Serve Ourselves. The office and work
environment is designed in a manner that we have minimal dependence on housekeeping and
external staff. So, we get to serve our own tea and coffee, serve ourselves our own breakfast
and snacks and keep our work environment clean, just as we want it. Self-service is the way
to go.
c) Work is best enjoyed when it is Clear of Clutter both in mind and in physical
environment. We will ensure that we keep our desks, common areas, alleys, meeting rooms,
toilets and pantry neat and clean. All areas are owned by all of us and are our common
responsibilities.
d) We hope that this office is never short of food for mind, body and soul. In a few
weeks, as the entire building gets functional, we will have our own gym, garden terrace,
salon, medical room, auditorium and many other facilities. There is ample scope for
interactions, discussions and secluded areas to think, innovate and create new thoughts and
ideas that keep your mind and soul going. And our pantry is always there for food for the
body.
Keeping these in mind, below are some basic rules that all of us have to follow. Please extend
cooperation to the administrative team and the floor leaders in creating the best working
environment for us, as we prepare to get the entire building functional.

SWOT ANALYSIS

 STRENGTH:
High brand equity.
Big infra
Variety of merchandise under single roof
WEAKNESS:
At times fails in store opening target.
Hiring of employees.
OPPORTUNITY:
Growing retail market.
Evolving customer preferences.
THREATS:
Competitors-global big players.
Unorganized retail market

INTRODUCTION

People are our greatest asset is a mantra that companies have been chanting for
years. But only a few companies have started putting Human Resources Management (HRM)
systems in place that support this philosophy. There are a number of challenges in the Indian
industry which require the serious attention of HR managers to find the right candidate and
build a conducive work environment which will be beneficial for the employees, as well as the
organization. The industry is already under stress on account of persistent problems such as
attrition, confidentiality, and loyalty. Other problems are managing people, motivation to
adopt new technology changes, recruitment and training, performance management,
development, and compensation management. With these challenges, it is timely for
organizations to rethink the ways they manage their people. Managing HR in the knowledge
based industry is a significant challenge for HR managers as it involves a multi task
responsibility. In the present scenario, HR managers perform a variety of responsibilities.
Earlier their role was confined to administrative functions like managing manpower
requirements and maintaining rolls for the organization. Now it is more strategic as per the
demands of the industry.

EMPLOYEE SATISFACTION

What does the term Satisfaction imply to an employee? It implies nothing else than the
feeling of either being contended or non-CONTENDED on using a product.
Employee Satisfaction is a prerequisite for the customer satisfaction
Employee satisfaction has been defined as a function of perceived performance and
expectations. It is a persons feeling of pleasure or disappointment resulting from comparing
a products outcome to his/her expectations.
If the performance (Company Services) falls short of expectations, the employee is
dissatisfied and if it matches the expectations, the employee is

satisfied. A high satisfaction

implies more purchase/use of the product or service. The process is however, more
complicated then it appears. It is more important for any organization to offer high
satisfaction, as it reflects high loyalty and it will not lead to switching over once a better offer
comes in.
Enhanced employee satisfaction leads to higher level of employee retention.
A stable and committed workforce ensures successful knowledge transfer, sharing, and
creation --- a key to continuous improvement, innovation, and knowledge-based total
customer satisfaction.
When companies are committed with providing high quality products and services;
when companies set high work standards for their employees; and when employees are
empowered through training and development, provided with knowledge and information,
permitted to make mistakes without punishment, and trusted; they will experience an increase
in their level of satisfaction at work.
This level of satisfaction can be enhanced further if teamwork and visionary leadership are
introduced.
Continuous improvement comes from the efforts of the empowered employees
motivated by visionary leadership. This is supported by the findings that empowerment and
visionary leadership both have significant correlation with employee satisfaction. Teamwork
is also supported by the findings. In addition, the study found significant correlation between
employee satisfaction and employees intention to leave.
The success of a corporation depends very much on customer satisfaction. A high level
of customer service leads to customer retention, thus offering growth and profit opportunities
to the organization. There is a strong relationship between customer satisfaction and
employee satisfaction. Satisfied employees are more likely to stay with company and become
committed and have more likely to be motivated to provide high level of customer service, by

doing so will also further enhance the employees satisfaction through feeling of
achievement. Enhanced employee satisfaction leads to improved employee retention; and
employee stability ensures the successful implementation of continuous improvement and
customer satisfaction. Customer satisfaction will no doubt lead to corporate success and
greater job security. These will further enhance employee satisfaction. Therefore, employee
satisfaction is a prerequisite for customer satisfaction.
Employee satisfaction is closely related to Job satisfaction.

JOB SATISFACTION

Job satisfaction has been defined as a pleasurable emotional state resulting from the appraisal
of ones job; an affective reaction to ones job; and an attitude towards ones job.
Job satisfaction describes how content an individual is with his or her job. It is a
relatively recent term since in previous centuries the jobs available to a particular person were
often predetermined by the occupation of that persons parent. There are a variety of factors
that can influence a persons level of job satisfaction. Some of these factors include the level
of pay and benefits, the perceived fairness o the promotion system within a company, the
quality of the working conditions, leadership and social relationships, the job itself (the
variety of tasks involved, the interest and challenge the job generates, and the clarity of the
job description/requirements).
The happier people are within their job, the more satisfied they are said to be. Job
satisfaction is not the same as motivation, although it is clearly linked. Job design aims to
enhance job satisfaction and performance methods include job rotation, job enlargement and
job enrichment. Other influences on satisfaction include the management style and culture,
employee involvement, empowerment and autonomous workgroups. Job satisfaction is a very
important attribute which is frequently measured by organizations. The most common way of
measurement is the use of rating scales where employees report their reactions to their jobs.
Questions relate to relate of pay, work responsibilities, variety of tasks, promotional
opportunities the work itself and co-workers. Some questioners ask yes or no questions while
others ask to rate satisfaction on 1 5 scale 9where 1represents not all satisfied and 5
represents extremely satisfied).

RELATED DEFINITIONS.

Affect Theory
Edwin A. Lockes Range of Affect Theory (1976) is arguably the most famous job
satisfaction model. The main premise of this theory is that satisfaction is determined by a
discrepancy between what one wants in a job and what one has in a job. Further, the theory
states that how much one values a given facet of work (i.e. the degree of autonomy in a
position) moderates how satisfied/dissatisfied one becomes when expectations are/are not met.
When a person values a particular facet of a job, his satisfaction is more greatly impacted both
positively (when expectations are met) and negatively (when expectations are
not met), compared to one who does not value that facet. To illustrate, if Employee values
autonomy in the workplace and Employee B is indifferent about autonomy, then Employee A
would be more satisfied in a position that offers a high degree of autonomy compared to
Employee B. this theory also states that too much of a particular facet will produces stronger
feelings of dissatisfaction the more a worker values that facet.
Two Factor Theory (Motivation Hygiene Theory)
Fredrick Herzbergs Two factor theory (also known as Motivator Hygiene Theory)
attempts to explain satisfaction and motivation in the workplace. This theory states that
satisfaction and dissatisfaction are driven by different factors motivation and hygiene factors,
respectively. Motivating factors are those aspects of the job that make people want to perform,
and provide people with satisfaction. These motivating factors are considered to be intrinsic to
the job, or the work carried out. Motivating factors include aspects of the working environment
such as pay, company policies, supervisory practices, and other working conditions. While
Herzbergs model has stimulated much research, researchers have been unable to reliably
empirically prove the model, with Hackman & Oldham suggesting that Herzbergs original
formulation of the model may have been a methodological artifact.
Furthermore, the theory does not consider individual differences, conversely predicting all
employees will react in an identical manner to changes in motivating/hygiene factors.
Finally, the model has been criticized in that it does not specify how motivating/hygiene
factors are to be measured.

Job Characteristics Model

Hackman & Oldham proposed the Job Characteristics Model, which is widely used
as a framework to study how particular job characteristics impact on job outcomes, including
job satisfaction. The model states that there are five core job characteristics (skill variety, task
identity, task significance, autonomy, and feedback) which impact three critical psychological
states (experienced meaningfulness, experienced responsibility for outcomes, and knowledge
of the actual results), in turn influencing work outcomes (job satisfaction, absenteeism, work
motivation, etc.). The five core job characteristics can be combined to form a motivating
potential score (MPS) for a job, which can be used as an index of how likely a job is to affect
an employee's attitudes and behaviors----. A Meta analysis of studies that assess the
framework of the model provides some support for the validity of the JCM.

HUMAN RESOURCES MANAGEMENT ISSUES

Managing People
In view of the industry dynamics, in the current times, there is a greater demand for
knowledge workers. Often talented professionals enjoy high bargaining power due to their
knowledge and skills in hand. These factors have resulted in the clear shift in approach to
individualized career management from organization career commitment.
Motivating the Workforce
As the competition is growing rapidly in the global market, a technological edge supported
by a talent pool has become a crucial factor for survival in the market. Naturally, as a result
every organization gives top priority to technology advancement programs. HR managers are
now performing the role of motivators for their knowledge workers to adopt new changes.
Competency Development
Human capital is the real asset for any organization, and this makes the HR role important in
recruiting, managing, and retaining the best. The HR department has a clear role in this
process and determines the success tempo of any organization. An urgent priority for most of
the organizations is to have an innovative and competent HR pool; sound in HR management
practices with strong business knowledge.

Recruitment and Training

Recruitment has become a major function from an imperative sub system in HR, particularly
in the industry. HR managers play a vital role in creating assets for the organization in the
form of quality manpower. Attracting new talent also is a top priority for software companies,
but less so for smaller companies. Another challenge for HR managers is to put systems in
place to make the people a perfect fit for the job. Skill redundancy is fast in the industry. To
overcome this problem, organizations give the utmost priority to training and skill
enhancement programs on a continuous basis.
The Trust Factor
Low levels of trust inhibit tacit knowledge sharing in the knowledge based industry. It is
essential that Our Company takes more initiatives to improve the security levels of the
employees.
Work life Balance Factor
Another dimension to the challenges faced by our company is the growing pace of talent
acquisition. This aspect creates with it the challenge of a smoother assimilation and the
cultural binding of the new comers into the organization fold. The pressure of delivering the
best of quality services in a reduced time frame calls for ensuring that employees maintain a
work life balance.
Attrition/Retention of the Talent Pool
One of the toughest challenges for the HR managers in the industry is to deal with the
prevalent high attrition levels. Though there is an adequate supply of qualified staff at entry
level, there are huge gaps in the middle and senior level management in the industry. Further,
the salary growth plan for each employee is not well defined. This situation has resulted in
increased levels of poaching and attrition between organizations. The industry average
attrition rate is 3035 per cent and could range up to 60 per cent.
Bridging the Demand Supply Gap
HR managers have to bridge the gap between the demand and supply of professionals. They
have to maintain consistency in performance and have to keep the motivation levels of
employees high, despite the monotonous nature of work. The same also leads to recurring
training costs. Inconsistent performance directly affects revenues. Dwindling motivation
levels lead to a loss of interest in the job and a higher number of errors.

Role of Employee Satisfaction & Morale Boosting.

Figure: The role of job satisfaction and morale in generative studies

SURVEY OBJECTIVE
The survey can help employers to measure and understand their employees attitude,
opinions, motivation, and general satisfaction with their work environment. The survey will
provide valuable data that can ultimately save company money. It will also help to identify
specific actions to improve the organizations capacity to pursue its strategic goals. The data
from the survey will help paint a portrait of employee attitudes and opinions. The survey is
also useful for the employers to isolate the root causes of persistent problems, such as low
productivity or high expenses.
The purpose of the survey was to:

Measure employee perceptions of the work environment

To discover the various expectations that determines the satisfaction level of

employee

Identify job satisfaction levels of employees with respect to the

Identify areas of strength and opportunities for Improvement in the Company

.
The research is based on the survey questions. The survey gathered information about
employee satisfaction in eight main areas:

Job Satisfaction

Career advancement

Information flow

Recognition/Reward/Advancement

Training/Mentoring

Super visor/Teamwork/Colleagues

Workload/Resources

EMPLOYEE SATISFACTION MEASUREMENT

There are many methods for measuring employee satisfaction.
By far, the most common method for collecting data regarding job satisfaction is the Likert
scale (named after Rensis Likert).
Other less common methods of for gauging job satisfaction include:
Yes/No questions, True/False questions, point systems, checklist, forced choice answers. The
Job Descriptive Index (JDI), created by smith,Kendall, & Hulin (1969), job satisfaction that
has been widely used. It measures ones satisfaction in five facets: pay, promotions and
opportunities, coworkers, supervision, and the work itself.
Tools for tracking and measuring customer satisfaction:

Complaint and Suggestion System: Employee can freely deliver complaints and
suggestions through facilities like suggestion box, personal meetings with seniors etc.

Lost Employee Analysis: The exit interviews are conducted or employee loss rate is
computed.

Employee Satisfaction Survey: Periodic surveys by use of questionnaire or telephone

calls to random sample of recent buyer help to find out customer satisfaction and
relate to repurchase intention and word of mouth score.

SCALE CONSTRUCTION
On the basis of attributes which have been identified, a questionnaire is prepared which is
analyzed for different parameters separately.
To each question, there are possible answers out of which one is to be ticked. In
questionnaire, the respondent has to give a response in terms weather he agree, disagree or
neutral to the questions. The response for each question is agree, disagree or neutral.

Methodology

The methods used in this research were:

Factor analysis method

Percentage method

Bar graph

Discrimenent analysis

Data Collection and Analysis

Exhaustive list of the entire employee is obtained. A sample size of 30 is chosen to be
representative of the population (nearly 90%). Samples drawn are used to collect data
pertaining to employees satisfaction as well as importance towards the 32 attributes listed.
The results are then categorized on the basis of:

Job Satisfaction

Career advancement

Information flow

Recognition/Reward/Advancement

Training/Mentoring

Super visor/Teamwork/Colleagues

Workload/Resources

What kindles dissatisfaction?

Earnings or benefits

Job quality or workplace support

Lack of appreciation

Stagnation or no growth

Lack of freedom

SAMPLE DESIGN
Among that I have collected my data through QUESTIONNAIRE because it is a popular means of collecting
data. Besides this there are many advantages of preparing questionnaire.
The study covers employees working as Fashion assistants. These employees have been asked to express their
view & suggestion with the organization by filing up to questionnaires.

Sample size: - I have taken 4-5 employees from different department of different grades of employee. My
sample size is 30.

DATA COLLECTION
While deciding about the method of data collection to be used for the study, the research should keep
in mind two types of data viz.:(a) primary data,
(b) secondary data.
Primary Data:- The primary data are those data which are collected fresh and for the first
time, and thus happen to be original in character.

Secondary Data:- The secondary data , on the other hand , are those which has already been
collected by someone else and which has already been passed to the statistical process.
There are many methods of collecting primary data and the main method includes:

Questionnaire

Interviews

Focus group interviews

Observation

Case studies

Diaries

Critical incidents

Portfolios

RESEARCH METHODOLOGY
Research methodology is a purely and simply the framework or a plans for the study that
guides the collection and analysis of data. Research is the scientific way to solve the
problems and its increasingly used to improve market potential. This involves exploring the
possible methods, one by one, and arriving at the best solution, considering the resources at
the disposal of research.

RESEARCH STEPS:
Study about organization
Setting of objectives
Instrument- design (questionnaire)
Main study
Tabulated
Analysis and interpretation
Findings
Conclusion
Suggestion and recommendation.

RESEARCH DESIGN:
A research design is the specification of methods and procedure for acquiring the information
needed. It is the over all operation patterns or framework of the project that stipulates what
information is to be collected from which source by what procedure. It is also refers to the
blue print of the research process. Key issue Options Research design Descriptive Data
Primary data Research Survey method Research instrument Questionnaire, Experts Interview
Research design consists of: A clear statement of the research problem. Procedure &
techniques to be used for gathering information. The population to be studied. Method to
be used in processing & analyzing the data There are four types in research design:
Exploratory of formative study Diagnostic study Experimental study Descriptive study.

DESCRIPTIVE STUDY:
A study, which wants to portray the characteristic of a group of individual or situation, is
known as descriptive study. Universe of study the first step in developing any sample design

is to clearly define the set of objects technically called the universe to be studied. In this case
the universe includes all employees of BAJAJ HINDUSTHAN LTD.

RESEARCH INSTRUMENT:
Questionnaire refers to a device for securing answer to a formally arranged list of Questions
by using a term, which the respondents fill in him. Questionnaire design: Multiple questions:
A multiple choice question refers to one. Which provides several set alternatives for its
answer? These types of questions are asked are asks on demographic section by the
Researcher.

STATISTICAL TOOLS:
The collected data were classified and tabulated and analyzed with some of the statistical
tools listed.

Percentage analysis and bar graph was used to explain the tabulation clear.

Factor analysis: Factor analysis is a good way of resolving the confusion and
identifying latent or underlying factors from an array of seemingly important
variables. It is a set of techniques which by analyzing correlation between variables
reduces their number into fewer factors which explain much of the original data more
economically.

Percentage method refers to a special kind of ratio. Percentages are used in

making comparison between two (or) more series of data. Percentages are used to describe
relationship. Percentage can also be used to compare the relative terms, the distribution of
two or more series of data. Since the percentage reduce everything to a common base and
there by allow meaning comparisons to be made.
The data collected through questionnaire response method was analyzed in the Following
manner:
Raw data was coded and tabulated.
The tabulated data was converted into percentage, to show the percentage of opinion among
respondents.
Percentage analysis thus involves the simple interpretation/analysis of the various items
taken up in the questionnaire on a percentage basis from the data collected.

TOTAL STRENGTH OF THE EMPLOYEES IN THE COMPANY

Department
MENS
ETHINIC
WESTERN
CASH
KIDS
INDUS
WELLNESS
TOTAL

MALE
14
3
7
5
3
7
6
45

FEMALE
1
2
2
1
1
0
12
19

TOTAL
15
5
9
6
4
7
18
64

TOTAL STRENGTH

65

SAMPLE SIZE

39

SAMPLE INTERVAL

(65/39) = 1.66

Job satisfaction
agree

Neutral

disgree

The job I am into is according to

my potential and skills.

22

The amount of work expected of

me is reasonable.

17

Job-related training opportunities

are provided here.

22

The stress level for the job is

reasonable.

13

10

There exits a good Teamwork

within my department.

26

I get recognition for the additional 22

contributions I make.

Career Advancement
Disagree
Organization offers good
opportunities for personal
development

22

Neutral
5

Agree
3

Organization offers good

opportunities/ladders for
professional advancement

23

Information flow
Disagree

Neutral

Agree

Staff meetings are a source of

useful information.

22

There is good communication and

teamwork within department.

26

Reporting Manager
Disagree

Neutral

Agree

My reporting manger promotes an 25

atmosphere of teamwork.

23

22

22

15

22

It is clear to me what me
reporting manager expects of me
regarding me job performance.
My reporting manager evaluates
my work performance on a
regular basis.
My reporting manager provides
me with actionable suggestions on
areas of improvement.
When I have questions or
concerns, my reporting manager
is able to address them.
My reporting manager makes an
effort to talk with me about my
career goals within the company

Grievances
Disagree
My work group has regular
discussions to review my
performance, discuss common
problems, and plan ways to

12

Neutral
13

Agree
5

improve them.
My internal issues at pril
addressed fairly.

14

12

Benefit package
Disagree

Neutral

Agree

The leave that I receive is

satisfactory

14

The medical benefit plan (ESIC)

covers all my necessities

12

10

FINDINGS

After analysing all the graphs I found that many of the employees are satisfied and
agree with all the statements in the questionnaire.

From the study in found that 80% of the staff says that they prefer there exists good
team work in the company.

It is also found that the takes an account of the additional contributions of the staff
and them recognitions accordingly.

Almost all the employees agree that there are opportunities for personal as well as
professional development.

About 90% employees agree that they feel free to give their valuable to the company.

85% of the employees agree that their reporting manager takes care of its department.

Only the problem is with the benefit programs (medical benefit) provided by the
companies to the employees this is only because as the dispensaries are very far so at
times to avoid the travelling problems they avoid availing the benefit.

CONCLUSION
The study conducted at PRIL, Ghaziabad. Deals with analyzing the employees satisfaction
level in the organization.
Report reveals that the Pantaloons retail India limited is very comfortable organization to
work with, people, in the organization are supportive and co-operative.
Pantaloons retail India limited has a well organized human resource system for its
employees, where they take proper care of the employees and provides scope for employees
on future growth, career planning, training and development. PRIL Considers EMPLOYE as
its backbone so it provides full care and support to its employees. As from the survey it is
concluded that around 91% of the employee are satisfied and wants to remain with the
company for longer period.

OVERALL EXPERIENCE
My overall experience in Pantaloons Retail India limited was very good .I had came
across the corporate exposure and the practical knowledge regarding the HR and even I
had learned lot during my internship period .I had worked under Miss. SINDHURA
CHOWDARY (Sr. HR Executive) who made us aware regarding the official task of PRIL
and I had learned all the HR functions which is performed in organisation for their
employees and the task related to it.
In this 1 month internship period my overall experience was fantastic and had learned a
lot under the guidance of Miss Ruchi Gupta, and had a good bonding with other staffs
well. If I get the opportunity to work in this organisation I would never leave this
opportunity.