Annu Report

SUMMER TRAINING PROJECT REPORT
ON
EMPLOYEE SATISFACTON
FOR
TOWARDS PARTIAL FULFILMENT OF POST-GRADUATE DIOPLOMA IN MANAGEMENT(PGDM) (AFFILIATED TO AICTE,NEW DELHI)
UNDER THE GUIDANCE OF MR. S.P. SINGH

SENIOR MANAGER(TRAINING) Hindustan Aeronautics Ltd. Lucknow.
SUBMITTED BY ANAMIKA SINGH
Session (2010-2012) Department Of Post Graduate Diploma In Management
Babu Banarasi Das

National Institute of Technology & Management
LUCKNOW (U. P.) INDIA
CERTIFICATE
This is to certify that Industrial Internship Report entitled
Employee Satisfaction on Hindustan Aeronautics Limited

submitted by
Anamika Singh
Towards the partial fulfillment of the degree of
Post Graduate Diploma in Management (PGDM)

( 2 Years Post Graduate Programme duly approved by AICTE, MHRD, GoI )
in the Academic Year 2010-11 is a record of the students own work carried out at
HINDUSTAN AERONAUTICS LIMITED
Mr. S. P. Singh Singh Senior Manager(Training)

Hindustan Aeronautics Ltd. Lucknow
Mr. Atul Kumar

Dean PGDM, BBDNITM Lucknow
PREFACE
The field of business professional study is incomplete without practical knowledge. Therefore, winter training program is designed to provide a glimpse of real work environment of organization. These real life situations are entirely different from the simulated exercises in all artificial environments inside the classroom. This fact consolidates the session of winter training in PGDM curriculum. Training can be described as a planned process to modify attitude, knowledge or skill behavior through learning experience to achieve effective performance in an activity or range of activities. In order to achieve practical positive and concert results, the classroom had to be effectively wedded to the realities of the situation existing outside the classroom to develop managerial and administrative skills. The project has been written in simple words to explain the competition in real life situations. I expect that this work will be helpful for managers of Hindustan Aeronautics Limited.
ACKNOWLEDGEMENT
I,ANAMIKA SINGH,student of BABU BANARASI DAS NATIONAL INSTITUTE OF TECHNOLOGY AND MANAGEMENT,LUCKNOW is extremely greatful to HINDUSTAN AERONAUTICS LIMITED (ACCESSORIES DIVISION) LUCKNOW for giving me an opportunity to undergo summer internship and prepare this project report. I take this opportunity to express my gratitude and respect to all those who helped me throughout the duration of this training. I am indebted to my mentor Shri CHATURBHUJ BHAMA, PO(HR) for his active guidance, project directive and continuous interaction/monitoring till the completion of the training. I am greatful to Shri S. P. SINGH (SENIOR MANAGER TRAINING) for providing me all assistance to prepare this project report. I express my sincere thanks to Shri A. K. SHARMA (HR MANAGER) for his valuable suggestions and moral support during the study. Last but not the least I am indebted to Shri S. P. SINGH, SENIOR MANAGER(TRAINING) and head of the TECHNICAL TRAINING CENTER LUCKNOW
DIVISION who has been an unfailing source of inspiration at every step of the project preparation.
ANAMIKA SINGH
EXCECUTIVE SUMMARY
CONTENTS
PREFACE ACKNOWLEDGMENT EXCECUTIVE SUMMARY ABSTRACT INTRODUCTION PROJECT DETAILS

BACKGROUND INFORMATION OF HINDUSTAN AERONAUTICS
LIMITED RESEARCH DESIGN RESEARCH TOPIC SAMPLING USED DATA USED IN STUDY TOOLS AND TECHNIQUES USED FOR ANALYSIS DATA ANALYSIS AND INTERPRETATION DIAGRAMMATICAL REPRESENTATION OF DATA RESEARCH FINDINGS SUGGESTIONS
LIMITATIONS CONCLUSION BIBLIOGRAPHY APPENDICES
ABSTRACT
In my point of view study of employee satisfaction helps the organizations to maintain standards and increase productivity by motivating the employees. It gives a clear picture of how much the employees are capable and their interest at work place, what are the things that satisfy the employees. Human Resource are the most important resource for any organization and so the study of employee satisfaction helps to know the working condition, things that affect them and hinder their work.Although majority of work is done by the machines or equipments but wiyhout any manual help nothing can be done so the study on employee satisfaction is necessary. It can be tempting to focus on the negative, what is going wrong, however employee research should also be used to motivate staff. By learning about its employees and their satisfaction an organization can take action to increase the workers sense of involvement with the organization and its objectives, improve retention rates and enhance the mutual understanding, provide clear insights into the areas of under performance, leading to increased loyalty, enhanced profitability.
INTRODUCTION
HINDUSTAN AERONAUTICS LIMITED
Hindustan Aeronautics Limited (HAL) came into existence on 1st October 1964. The Company was formed by the merger of Hindustan Aircraft Limited with Aeronautics India Limited and Aircraft Manufacturing Depot, Kanpur. The Company traces its roots to the pioneering efforts of an industrialist with extraordinary vision, the late Seth Walchand Hirachand, who set up Hindustan Aircraft Limited at Bangalore in association with the erstwhile princely State of Mysore in December 1940. The Government of India became a shareholder in March 1941 and took over the Management in 1942. Today, HAL has 19 Production Units and 9 Research and Design Centres in 7 locations in India. The Company has an impressive product track record - 12 types of aircraft
manufactured with in-house R & D and 14 types produced under license. HAL has manufactured over 3550 aircraft, 3600 engines and overhauled over 8150 aircraft and 27300 engines. HAL has been successful in numerous R & D programs developed for both Defence and Civil Aviation sectors. HAL has made substantial progress in its current projects : Dhruv, which is Advanced Light Helicopter (ALH) Tejas - Light Combat Aircraft (LCA) Intermediate Jet Trainer (IJT) Various military and civil upgrades.
Dhruv was delivered to the Indian Army, Navy, Air Force and the Coast Guard in March 2002, in the very first year of its production, a unique achievement.
HAL has played a significant role for India's space programs by participating in the manufacture of structures for Satellite Launch Vehicles like PSLV (Polar Satellite Launch Vehicle) GSLV (Geo-synchronous Satellite Launch Vehicle) IRS (Indian Remote Satellite) INSAT (Indian National Satellite)
HAL has formed the following Joint Ventures (JVs) :
BAeHAL Software Limited Indo-Russian Aviation Limited (IRAL) Snecma HAL Aerospace Pvt Ltd SAMTEL HAL Display System Limited HALBIT Avionics Pvt Ltd HAL-Edgewood Technologies Pvt Ltd INFOTECH HAL Ltd
Apart from these seven, other major diversification projects are Industrial Marine Gas Turbine and Airport Services. Several Co-production and Joint Ventures with international participation are under consideration. HAL's supplies / services are mainly to Indian Defence Services, Coast Guards and Border Security Forces. Transport Aircraft and Helicopters have also been supplied to Airlines as well as State Governments of India. The Company has also achieved a foothold in export in more than 30 countries, having demonstrated its quality and price competitiveness. EVOLUTION AND GROWTH OF THE COMPANY The Company's steady organisational growth over the years with consolidation and enlargement of its operational base by creating sophisticated facilities for manufacture of aircraft / helicopters, aeroengines, accessories and avionics is illustrated below:
MISSION " To become a globally competitive aerospace industry while working as an instrument for achieving self-reliance in design, manufacture and maintenance of aerospace defence equipment and diversifying to related areas, managing the business on commercial lines in a climate of growing professional competence ". VALUES CUSTOMER SATISFACTION We are dedicated to building a relationship with our customers where we become partners in fulfilling their mission. We strive to understand our customers ' needs and to deliver products and services that fulfill and exceed all their requirements. COMMITMENT TO TOTAL QUALITY We are committed to continuous improvement of all our activities. We will supply products and services that conform to highest standards of design, manufacture, reliability, maintainability and fitness for use as desired by our customers. COST AND TIME CONSCIOUSNESS We believe that our success depends on our ability to continually reduce the cost and shorten the delivery period of our products and services. We will achieve this by eliminating waste in all activities and continuously improving all processes in every area of our work.
INNOVATION AND CREATIVITY We believe in striving for improvement in every activity involved in our business by pursuing and encouraging risk-taking ,experimentation and learning at all levels within the company with a view to achieving excellence and competitiveness. TRUST AND TEAM SPIRIT We believe in achieving harmony in work life through mutual trust, transparency, cooperation, and a sense of belonging. We will strive for building empowered teams to work towards achieving organisational goals. RESPECT FOR THE INDIVIDUAL We value our people. We will treat each other with dignity and respect and strive for individual growth and realisation of everyone's full potential. INTEGRITY We believe in a commitment to be honest, trustworthy,and fair in all our dealings. We commit to be loyal and devoted to our organisation. We will practise self discipline and own responsibility for our actions. We will comply with all requirements so as to ensure that our organisation is always worthy of trust.
CUSTOMERS:
International Customers
Domestic Customers
Airbus Industrie, France APPH Bolton, UK BAE Systems, UK Chelton, UK Coast Guard, Mauritius Corporate Air, Philippines Cosmic Air, Nepal Dassault Aviation, France Dowty Aerospace Hydraulics, UK EADS, France ELTA, Israel Gorkha Airlines, Nepal Hampson, UK Honeywell International, USA Island Aviation Services, Maldives Israel Aircraft Industries, Israel Messier Dowty Ltd., UK Mistubishi Heavy Industries, Japan MOOG, USA Namibian Air Force, Namibia Peruvian Air Force , Peru Rolls Royce Plc, UK Royal Air Force, Oman Royal Malaysian Air Force, Malaysia Royal Nepal Army, Nepal Royal Thai Air Force, Thailand Smiths Industries, UK Snecma, France Strongfield Technologies, UK The Boeing Aircraft Company, USA Transworld Aviation, UAE Vietnam Air Force, Vietnam
Air India Air Sahara Airports Authority of India Bharat Electronics Border Security Force Coal India Defence Research & Development Organisation Govt. of Andhra Pradesh Govt. of Jammu & Kashmir Govt. of Karnataka Govt. of Maharashtra Govt. of Rajasthan Govt. of Uttar Pradesh Govt. of West Bengal Indian Airforce Indian Airlines Indian Army Indian Coast Guard Indian Navy Indian Space Research Organisation Jet Airways Kudremukh Iron ore Company ltd. NALCO Oil & Natural Gas Corporation Ltd. Ordnance Factories Reliance Industries United Breweries
CITIZENS CHARTER This Charter is a declaration of our commitment, expectations and highest standards with Total Quality, to achieve excellence in Design, Manufacture and Maintenance of Aerospace defence equipment, Software development for Aerospace application and Design Consultancy by managing the business on commercial lines in the most fair, honest and transparent manner, with corruption-free service for the benefit of the Customers who are our partners in progress to ensure safe custody of public money. COMMITMENT Absolute integrity and dedication Total customer satisfaction Honesty and transparency Courtesy and promptness Fairness Total quality Innovation and creativity Trust and team spirit Respect for the individual Humility
Compassion We commit ourselves to do our duty to the best of our ability, integrity and efficiency with the prime motto of fulfilling the customers, shareholders' and individuals requirements and to rise to their expectations and beyond.
OUR EXPECTATIONS Be prompt and reasonable Be fair, honest and transparent in dealings. Adhere to time and delivery schedules Extend your cooperation in all our endeavor Provide us detailed specifications Acquaint us with the systems and maintenance procedures and product performances criterion Indicate realistic schedule and make prompt payment Comply with the service instructions and timely maintenance procedures.
STANDARDS Strictly adhere to the standards, specifications stipulated in ISO-9001 Ensure that our products reflect the state-of-the-art technology and competitive prices Deliver our products as per the agreed delivery Schedules Produce goods and services of the highest standards to fulfill all your requirements
Declare that our products have gone through the strictest quality control norms and guarantee the total technical life of the product.
Assure you of the highest standard of service and are ever willing to share our knowledge and expertise with you\
Acknowledge all correspondence from you within ten working days of its receipt Respond to all your communications within twenty working days of its receipt Clear your financial dues within thirty working days from receipt of genuine and bonafide claims.
Strictly adhere to the delivery schedules committed by us to you Work as an instrument of self-reliance in aerospace defence equipment Strive to attain international standards to become globally competitive. Our R&D efforts should enable us to be a strong force to reckon with in the global scenario
Make sincere efforts in meeting all our social obligations towards the community in general
Always strive to maintain cordial relations with the community
COST AND TIME Always be sensitive to our social obligations and maintain the highest ethical standards in all our endeavors, business and economic activities. Always strive to achieve economy in all our products and services without compromising the quality standards. Always remain competitive in the market through continuous improvement in our technology
Always strive to reduce the cost and shorten the delivery schedules of our product and services. We shall eliminate wasteful practices and continuously improve in all areas of our work. We shall hold our capital assets in public money in absolute trust and shall commit ourselves to achieve our economic progress competently and in socially acceptable ways.
Provide at international competitive prices.
CORRUPTION FREE SERVICE
adopt systems and procedures which leave no scope for any corrupt practice Maintain absolute confidentiality of the information/complaints Believe that means and ends cannot be separated. Good end calls for good means. Good means cannot but lead to good ends. There shall be no need for anyone at any time to offer bribe or any other inducement for doing business with us. We shall promptly and expeditiously enquire into all genuine and legitimate complaints of corruption against any employee of our organization
Shall always be honest and transparent and would like to be seen as honest. We shall not claim any judicial privilege for our documents and records except in rare cases and that too in the interest of national security.
Shall implement all the policies and directives of Central Vigilance Commission.
COMPLAINTS AND GRIEVANCES Keep our complaint and grievance redressal Machinery open and receptive to you.
Acknowledge your complaints and commit ourselves to redress them within a period of thirty working days on receipt of the complaints.
Should you still have any complaint or grievance you may also take up the matter with the designated officer heading the public grievance committee at our corporate and divisional offices.
Acknowledgment of grievances and disposal thereof within 30 days. In case of any complaint or grievance, please take up the matter with the officer nominated by the division for redressal of public grievance in the division which is headed by an officer of the grade of a DGM.
Promptly take action against the complaints by going into the genuineness and roots of the complaints and within a time frame attend to the grievances.
HELP LINE All our Divisions, Service Stations and Corporate office are ever willing to provide you the help and assistance required in the selection, design, manufacture and maintenance of any of our products and services. We shall equip our public relations department suitably to render you all general information, which is of common interest. You are also welcome to visit us at our website: www.hal-india.com for immediate help and assistance to meet your product and services requirement. A network of help line personnel will be identified in each division/complex, which will provide immediate assistance in various matters.
HAL MANAGEMENT ACADEMY HAL Management Academy (HMA) was established by the corporate management of Hindustan Aeronautics Limited, way back in August 1969, under the then name of HAL Staff College. It was re-named HAL Management Academy in June 2001 to reflect its focus on management development, consultancy and research. HMA has now competed 35 years of fruitful contribution to the cause of management education. Responding to the need amongst practising managers to constantly refresh and update their managerial skills, HMA offers a variety of programs in an open and short duration format. These programs form a part of a larger focus on Executive education. HMAs programs prepare practising managers to meet the challenges of todays dynamic business milieu.
These programs provide exposure to the latest development in managerial practice at a global as well as local level. HMAs programs break fresh ground in management thinking as well as practice. Participants gain insight into both theory as well as application of the latest in management. Participants are encouraged to apply learning in their organizational contexts, with a view to formulate strategies for post-program implementations.
Programs at HMA provide not just individual learning, but also the opportunity to network with other practising managers in the area, providing for active sharing of experience as well as building useful contacts. The programs offered are conducted by HMA Faculty, who provide a unique blend of academic, research as well as consulting skills. In addition, all participants have access to the vast infrastructure as well as resources of the institute.
MANAGEMENT DEVELOPMENT PROGRAMS The Programs conducted at HMA are broadly categorized into

Individual Development General Management Functional/ Technical Programs Leadership Programs
Certain programs provide opportunity for experiential learning inside and outside the classroom. Action oriented learning is imparted through outbound training in serene settings away from the hustle bustle of the city.
FACULTY HAL Management Academy has qualified and experienced full time faculty who have worked for several years in production divisions. In addition, senior executives from different divisions are also invited as guest faculty. Apart from this, expert faculty from reputed institutions like the Indian Institute of Management, the Indian Statistical Institute, the Administrative Staff College of India, the Indian Institutes of Technology, the Indian Institute of Science and other well known trainers, consultants are also invited to handle sessions on specialized topics.
METHODOLOGY HMA continuously reviews and modernizes its knowledge delivery systems to add value to the services offered by it. A balanced mix of training methods are used in the Programs. Interactive learning is supplemented with case studies, syndicate work, role plays, management games, computer simulated business experiences, outbound training, book reviews, panel discussions and project work. All participants are assigned project work. The knowledge thus gained can be used in their respective work areas. Outbound training provides them with opportunities for transformation to become effective leaders and team players.
SOME PROGRAM THEMES
Visionary Thinking through Strategic Management Human Resource Management for Competitive Advantage in the
dynamic environment

Personality Development for Corporate Excellence Integrated Material Management & Supply Chain Management for
Value Addition

Quality Management Finance Management Induction and Basic Management Program for new entrants
TOOLS FOR TRAINING Diagnostics, experience-sharing, action-planning and learning diary help in enhancing the effectiveness of learning. Diagnostics exercise enables participants to identify difficulties faced in their work-place, helps them in analysing the situation and arriving at remedial solutions. The Learning Diary helps participants identify key learning points. Individual and group action plans are the means for transferring learning from the classroom to the work-place.
PRODUCTS
SERVICES
REPAIRS, MAJOR SERVICING AND SUPPLY OF SPARES The Division carries out Repair and Overhaul of Accessories, with minimum turnaround-time. Site Repair facilities are offered by the Division by deputing team of expert Engineers / Technicians. Services provided for: Military Aircraft

MiG Series Jaguar Mirage-2000
Sea - Harrier AN-32 Kiran MK- I / MK- II HPT - 32 SU-30 MKI
Civil Aircraft

Dornier-22B AVRO HS-748
Helicopters

Chetak (Alouette) Cheetah (Lama) ALH (IAF / NAVY / COAST GUARD / CIVIL)
Sub-contract Capabilities
The Division has comprehensive manufacturing capabilities for various Hi-tech components, Equipment and Systems to customer's specifications and ensures high quality, reliability and cost effectiveness.
The Division has over 25 years of experience in producing aeronautical accessories making it an ideal partner for the International Aero Engineering Industry.
The Division also manufactures and supplies complete range of components of Cheetah (Lama) & Chetak (Alouette) Helicopters, Jaguar and MiG series Aircraft to Domestic and International Customers to support their fleet.
DIVISIONS
EXPORTS
SRTATEGIC HRD
Emanating from the Company's Mission Statement, the strategic Human Resource Development (HRD) goal of HAL is to create an atmosphere of technological and managerial excellence to become a globally competitive Aerospace Industry. With the changing environment, rapid technological changes characterised by a paradigm shift
from licensed production to R&D based production duly balanced with co-development / co-production, technological upgradation etc., greater customer demand, focused diversification to civilian and export markets, the overall objective of the Human Resource Development plan is to build a vibrant and learning organisation, so as to meet the challenges of quality and excellence, recruitment and retention of competent human resources and develop high commitment and a sense of belongings to the Company. Accordingly, the Company's HR Vision, Mission, Objectives, Strategies and Policies have been identified and indicated as follows:-
VISION
"To make HAL a dynamic, vibrant, value-based learning organisation with human resources exceptionally skilled, highly motivated and committed to meet the current and future challenges. This will be driven by core values of the Company fully embedded in the culture of the Organisation"
MISSION Enable all those working for HAL to give their best to ensure their all-round growth as well as that of the Organization
OBJECTIVES To ensure availability of Total Quality People to meet the Organizational Goals and Objectives
To have a continuous improvement in Knowledge, Skill and Competence (Managerial, Behavioral and Technical)
To promote a Culture of Achievement and Excellence with emphasis on Integrity, Credibility and Quality
To maintain a motivated workforce through empowerment of Individual and Team- building
To enhance Organizational Learning To play a pivotal role directly and significantly to enhance Productivity, Profitability and improve the Quality of Work Life
STRATEGY To be in total alignment with Corporate Strategy Maintain Human Resource at optimum level to meet the objectives and goals of the Company Be competent in Mapping, Analysis and Upgradation of Knowledge and Skills including Training, Re-training, Multi-skilling etc Cultivate Leadership with Shared Vision at various levels in the Organization Focus on Development of Core Competence in High-Tech areas Build Cross-functional Teams Create awareness of Mission, Values and Organizational Goals through out the Company Introduce / Implement personnel policies based on performance that would ensure growth, Rewards, Recognition, Motivation
FOCUS OF HUMAN RESOURCE POLICY Competence Building Commitment Motivation Employee Relations
In the backdrop of the above, the focus of Human Resource Development initiatives at HAL emphasize the following:
I ) MAN POWER PLANNING

Out sourcing of low tech and medium tech jobs. Fresh induction only in critical / highly specialised areas based on requirements due to increase in work load and super annuation profile (Annexure-II). In the Workmen Cadre, induction will be restricted to Direct Workmen only.
Improving the existing qualification profile by focusing on induction of professionally qualified personnel and diploma holders
Hence focus of recruitment would be to recruit people with a combination of knowledge, skill, experience and attitude in line with the organisational requirement through appropriate manpower plan both short term (contract appointments) and long term recruitment programme.
II ) TRAINING AND DEVELOPMENT Training is one of the most important tools for developing human resource. Hence, identification of training competency profile in terms of Vision, Mission of the Company
would be the strategic point of the training and development strategy of the Company. The following objectives have been set in this regard: To provide training to all employees at regular intervals in a plan period of 5 years Training to become an integral component of individual professional evolution by: updating knowledge to avoid obsolescence enhancing professional creativity enabling employees to shoulder higher responsibility.
III ) PERFORMANCE APPRAISAL :
Appraising people for meeting the Company's goal would be the prime focus of performance management. The new Performance Appraisal System based on work planning and commitment (mutually agreed tasks) , self-review and performance analysis, performance review and feedback would ensure that the focus would be on value adding activities rather than on routine activities which bear no relationship with the Organisation's goals and objectives.
IV ) REWARD SYSTEM The focus of the reward system in the Company is to promote team work and cultivate a sense of achievement and excellence in the Organisation. This is in addition to the existing scheme of reward for an individual who innovatively and creatively makes exemplary contributions in the key thrust areas of the Company that would lead to its achieving overall excellence. Coupled with the above, schemes like "Inter Divisional
Competition" and "Profit Sharing Scheme" have been institutionalised in the Company for team reward.
V ) SCHEME FOR LEARNING AND CERTIFICATION FOR EXECUTIVES
A "Learning Organisation" is essential for survival in the present era of Liberalisation, Privatisation and Globalisation. Therefore, "Knowledge" is the only core competence of Organisations for coping with changes. Since individual knowledge is the starting point for organizational knowledge, it is only the employees who can convert knowledge into efficient actions. In line with the above philosophy, among other initiatives like institutionalizing Learning Centres in Divisions etc., HAL has also introduced the scheme for Learning and Certification for executives as a starting point for building individual knowledge .
HINDUSTAN AERONAUTICS LIMITED,LUCKNOW Welcome to the Accessories Division of Hindustan Aeronautics Limited.
Accessories Division of HAL was established in 1970 with the primary objective of manufacturing systems and accessories for various aircraft and engines and attain self sufficiency in this area. Its facilities are spread over 94,000 sqm of built area set in sylvan surroundings. At present it is turning out over 1100 different types of accessories. The Division started with manufacturing various Systems and Accessories viz, Hydraulics, Engine Fuel System, Air-conditioning and Pressurization, Gyro & Barometric
Instruments, Electrical System items, Undercarriages, Electronic items all under one roof to meet the requirements of the aircraft, helicopters and engines being produced by HAL. This was followed up with manufacturing the same range of accessories for MiG series of aircraft, International Jaguar and repair / overhaul of Mirage-2000 & SeaHarrier accessories. In addition the Division manufactures systems for Civil Aircraft i.e. Avro, Dornier and AN-32 & cheetah, chetak & Advanced Light Helicopters. The Division diversified not only in other defence applications like tanks and armoured vehicles for Army, it look commercial applications of hydraulic items. Gyroscopic Equipment, Special Purpose Test Equipment & Group Support Equipment and successfully supplied in the market. The Division has been in the forefront of accessories development and supply not only to Indian Force but to Army, Navy and various Defence Laboratories as well as for Space applications. The Division today has a prime name in the Aviation market and various international companies are interested to join hands with it for future projects. The Accessories Division Certification are: The ISO 9001 Certification for entire range of products and services. ISO 14001 Certification for Environmental Management System
The Accessories Division Approvals are : Approval from DGCA, Govt. of India for design and development, manufacturing and repair.
Approval for Research & Design Centre by Department of Science and Technology, Govt. of India.
Approval of Director General Aeronautical Quality Assurance for Military Aviation products and services.
PRODUCTS
INSTRUMENTS, SENSORS, GYROS Flight instruments, Electrical Indicators, Fuel Gauging Probes, Gyros, Sensors and Switches
ELECTRICAL POWER GENERATION AND CONTROL AC/DC Generator, Control and Protection Units, Inverters, Transformer Rectifier Unit, AC/DC Electrical Systems, Actuators
LAND NAVIGATION SYSTEM MICROPROCESSOR CONTROLLER UNDERCARRIAGE, WHEELS AND BRAKES HYDRAULIC SYSTEM AND POWER CONTROL Pumps, Accumulators, Actuators, Electro-selectors, Bootstrap Reservoirs and various types of valves
ENVIRONMENTAL CONTROL SYSTEM Pneumatics and Oxygen System, Cold Air Unit, Water Extractors, Valve - various types
EJECTION SYSTEM Ejection Seats, Release Units etc.
ENGINE FUEL CONTROL SYSTEM Booster Pumps, Main and Reheat Fuel Systems, Nozzle Actuators GROUND SUPPORT EQUIPMENT AND TEST RIGS
Ground Power Unit, Hydraulic Trolley and {Power Packs, Dedicated Test Rigs, custom-built Fuel/Hydraulic Test Rigs
EXPORT PRODUCTS
Supply of Rotables and Spares of Jaguar International and Cheetah (Lama) / Chetak (Alouette) Helicopters
Repair / Overhaul of aircraft accessories of MiG series Aircraft, Jaguar International Aircraft, Cheetah (Lama) / Chetak (Alouette) Helicopters and Dornier Multi-role Aircraft
SERVICES
REPAIRS, MAJOR SERVICING AND SUPPLY OF SPARES The Division carries out Repair and Overhaul of Accessories, with minimum turnaround-time. Site Repair facilities are offered by the Division by deputing team of expert Engineers / Technicians. Services provided for: Military Aircraft

MiG Series Jaguar Mirage-2000 Sea - Harrier AN-32 Kiran MK- I / MK- II HPT - 32 SU-30 MKI
Civil Aircraft

Dornier-22B AVRO HS-748
Helicopters

Chetak (Alouette) Cheetah (Lama)
ALH (IAF / NAVY / COAST GUARD / CIVIL)
OUTSOURCING Division has embarked upon selecting and creating a strong base of suppliers for outsourcing precision components, tooling and test equipment. This is required to handle higher loads of existing and new projects being undertaken in the division.
PERSONNEL AND ADMINISTRATION DEPARTMENT RECRUITMENT & POLICY SECTION: This section deals with recruitment, promotion, performance appraisal reports, salaries, wage, maintenanace of roster as per presidential directives on reservation of SC, ST,OBC etc. The most important function of this section is to deal with promotion of the employees with equal opportunities of growth and carrier prospects to ensure fairness, equitability, consistency, and uniformity in matters of promotion. HRD CELL: HRD cell carries out the following activities: 1) Training
2) Creating database for employees 3) Strengthening the existing MIS. 4) Shop floor grievance handling 5) Feedback sessions ESTABLISHMENT SECTION: 1) Personal records of each regular employee are maintained. 2) Job confirmation 3) Transfers(interdivisional) 4) LTC encashment 5) Loans and advances for car/scooter/cycle etc. 6) Permission for further studies. GENERAL ADMINISTRATION SECTION 1) Allotment of company quarters 2) Issuance of passport,visa clearance 3) Budget, VIP visits,security clearance 4) Arrangement of domestic and international air tickets,rail bookings etc. 5) Correspondence with various government agencies.
RAJBHASHA SECTION 1) Promotes Hindi as an official language. 2) Distributes charts, posters and stickers amongst various departments to motivate employees to use Hindi in their daily working. PUBLIC RELATION AND SPORTS SECTION
The role of PR is to project a positive and favourable image of the company in the employees and public through the effective via media such as press hour, magazine circulars, journal etc. INDUSTRIAL RELATION SECTION 1) Compliance of statutory provisions 2) Dealing with unions. 3) Welfare facility and committees. LEGAL SECTION The legal section deals with the cases pertaining to disciplinary action, industrial disputes.
RESEARCH DESIGN
RESEARCH TOPIC: EMPLOYEE SATISFACTION RESEARCH OBJECTIVE: 1)To measure the level of satisfaction amongst the employees in HAL. 2)To interpret the reasons for dissatisfaction and the alternatives. METHODOLOGY: Preparation of questionnaire to understand the mindsets of the employees and thus find out the level of satisfaction amongst them. SAMPLING USED: RANDOM SAMPLING: The respondents were chosen randomly. SAMPLE UNIT: Employees of the HUMAN RESOURCE DEPARTMENT. SAMPLE SIZE: 50 EMPLOYEES(OFFICERS AS WELL AS WORKERS) DATA USED IN STUDY:
1)PRIMARY DATA: Collected with the help of interview/questionnaire. 2)SECONDRY DATA:
Library books. Website: www.hal-india.com Magazines.
TOOLS AND TECHNIQUES USED FOR ANALYSIS: The tools and techniques used for analysis of the data, collected through questionnaire are: Column graphs Microsoft Excel Microsoft Word Document Pie-Chart 3D Pie-Chart
DATA ANALYSIS
AND INTERPRETATION
Q 1
60% 50% 40% 30% 20% 10% 0%

Highly Satisf ied Satisf ied Dissatisf ied Highly Dissatisf ied
Officers Workers
10% 0%
Highly Satisfied Satisfied
30% 60%
Dissatisfied Highly Dissatisfied
50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

Highly Satisfied Satisfied Dissatisfied Highly Dissatisfied
0-20 21-30 31-40
40% 35% 30% 25% 20% 15% 10% 5% 0%

20-40 41-60
40% 35% 30% 25% 20% 15% 10% 5% 0% Highly Satisfied Highly Dissatisfied
Technical NonTechnical
70% 60% 50% 40% 30% 20% 10% 0%

Highl y Sati sf i ed Sati sf i ed Di ssatisf i ed Hi ghl y Di ssati sf i ed
Male Fem ale
As far as personal satisfaction and accomplishment is concerned, by enlarge the overall employees,females,officers,non-technical personnel,employees with relatively low age group and having moderate service experience have been found to have higher Satisfaction Quotient.
Q 2
20%
0% 40%
Highly Satisfied Satisfied Dissatisfied
40%
Highly Dissatisfied
40% 35% 30% 25% 20% 15% 10% 5% 0%

50% 40% Male Female 30% 20% 10% 0%

Highly Satisfied S atisfied Dissatisfied Highly Dissatisfied
Officers Workers
40% 35% 30% 25% 20% 15% 10% 5% 0%
Technical Non-Technical
Highly Satisfied
Satisfied
Dissatisfied
Highly Dissatisfied
Overall employees including males,workman,technical personnel and employees of lower middle age with relatively less working experience are seemingly more content about their recognition of contribution to HAL.
Q 3
15%
0%
Highly Satisfied Satisfied 45% Dissatisfied
40%
Highly Dissatisfied
40% 35% 30% 25% 20% 15% 10% 5% 0%

Male Fem ale
50% 40%
50% 40% 30% 20% 10% 0%
Highly Satisf ied Satisfied Dissatisf ied Highly Dissatisf ied
30%
Technical Non- Technical
Officers Workers
20% 10% 0%
45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

20-40 41-60
40% 35% 30% 25% 20% 15% 10% 5% 0%

0-20 21-30 31-40
Regarding the mutual relation with the bosses there is reasonably higher contentment for overall employees ,non-Technical persons ,workman, both males and females, employees of all age groups, while with more working experience have low levels of satisfaction.
Q4
0% 30% 0%
Highly satisfied Satisfied Dissatisfied 70% Highly Dissatisfied
80% 60% Male 40% 20% 0%

Hi hl S at i f i d g y s e Sat i f i d s e Di sat i f i d s s e Hi hl Di sat i f ed gy s s i
Fem ale
80% 60% Officers 40% 20% 0%

Highly Satisf ied Satisf ied Dissatisf ie d High ly Dissatisf ied
Workers
80% 70% 60% 50% 40% 30% 20% 10% 0%

Highly Satisfied Satisf ied Dissatisf ied Highly Dissatisf ied
Technical Non- Technical
80% 70% 60% 50% 40% 30% 20% 10% 0%

20-40 41-60
70% 60% 50% 40% 30% 20% 10% 0%

Highly S atisfied Satisfied Dissatisfied Highly Dissatisfied
0-20 21-30 31-40
There is a larger degree of satisfaction among employees and its various categories. All Of them have a deep sense of job security.
Q 5
0% 30%
Highly Satisfied 20% Satisfied Dissatisfied 50% Highly Dissatisfied
50% 40% 30% 20% 10% 0%

Highly Satisf ied Satisf ied Dissatisfied Highly Dissatisf ied
Male Fem ale
45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

Officers Workers
50% 40% 30% 20% 10% 0%

Highly Satisf ied Satisf ied Dissatisf ied Highly Dissatisfied
60% 50% 40% 30% 20% 10% 0%

20-40 41-60
70% 60% 50% 40% 30% 20% 10% 0%

0-20 21-30 31-40
There is a common dissatisfaction observed among the vast cross section of the employees except few females and non-technical staff about wages.
0% 30% 30%
40%
Highly Dissatisfied
50% 40% 30% 20% 10% 0%

Male Female
45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

Officers Workers
45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

20-40 41-60
50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

0-20 21-30 31-40
Promotion policy is not attractive for employees of higher age groups and having substantial experience.Overall there is only average satisfaction level amongst various Employee categories.
Q7
0% 30% 30%
40%
Highly Dissatisfied
40% 35% 30% 25% 20% 15% 10% 5% 0%

Male Female
50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

Officers Workers
50% 40% 30% 20% 10% 0% Highly Satisfied Highly Dissatisfied NonTechnical Technical
50% 40% 30% 20% 10% 0%

High ly Satisf ied Satisf ied Dissatisf ied Hig hly Dissatisf ied
20-40 41-60
50% 40% 30% 20% 10% 0%

Highly Satisfied Satisfied Diss atisfied Highly Dis satis fied
0-20 21-30 31-40
The Training and Development programme is another area where the overall employee satisfaction levels are found to be just average.
5%
0% 45%
50%
50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

Male Female
60% 50% 40% 30% 20% 10% 0%

Highly Satisfied Satisf ied Dissatisfied Highly Dissatisf ied
Officers Workers
60% 50% 40% 30% 20% 10% 0%

Highly Satisfied Satis fied Dissatisfied Highly Dissatisfied
50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

20-40 41-60
60% 50% 40% 30% 20% 10% 0%

0-20 21-30 31-40
An excellent positive response has been observed regarding the canteen facilities amongst all categories of employees.
Q 9
0% 0%
45% 55% Dissatisfied Highly Dissatisfied
60% 50% 40% 30% 20% 10% 0%

Male Female
60% 50% 40% 30% 20% 10% 0%

Officers Workers
60% 50% 40% 30% 20% 10% 0%

60% 50% 40% 30% 20% 10% 0%

20-40 41-61
60% 50% 40% 30% 20% 10% 0%

High ly Satisf ied Satisf ied Dissatisf ied Highly Dissatisf ied
0-20 21-30 31-40
The standard of medical facilities have been widely appreciated by all the employee groups.
Q 10
5%
0%
45%
50%
Dissatisfied Highly Dissatisfied
60% 50% 40% 30% 20% 10% 0%

Highly Sa tisf ied Satisfied Dissatisf ied Hig hly Dissatisf ie d
Male Fem ale
60% 50% 40% 30% 20% 10% 0%

Officers Workers
60% 50% 40% 30% 20% 10% 0%

60% 50% 40% 30% 20% 10% 0%

20-40 41-60
60% 50% 40% 30% 20% 10% 0%

0-20 21-30 31-40
The work environment does not draw substantial favour from the females though it is highly appreciable amongst all the other levels.
Q 11
10% 0% 35%
55%
Highly Dissatisfied
60% 50% 40% 30% 20% 10% 0%

Male Fem ale
60% 40% 20% 0%

Highly Satisfied Satisfied Diss atisfied Highly Dis satisfied
Officers Workers
60% 50% 40% 30% 20% 10% 0%

60% 50% 40% 30% 20% 10% 0%

20-40 41-60
70% 60% 50% 40% 30% 20% 10% 0%

0-20 21-30 31-40
The encouragement for higher education opportunities does not go well with nontechnical,aged and experienced personnel.
Q 12
0% 35%
25%
40%
Highly Dissatisfied
60% 50% 40% 30% 20% 10% 0%

Highly Satisfied Satisfied Dissatisfied Highly Diss atisfied
Male Fem ale
50% 40% 30% 20% 10% 0%

Officers Workers
60% 50% 40% 30% 20% 10% 0%

Highly Satisfied Satisfied Dissatisfied Highly Diss atisfied
70% 60% 50% 40% 30% 20% 10% 0%

20-40 41-60
60% 50% 40% 30% 20% 10% 0%

0-20 21-30 31-40
The females and aged employees specially are the dissatisfied lot as far as recreational and cultural activities are concerned.Other categories also have their own reservations about the same.
Q 13
50% 40% 30% 20% 10% 0%

Male Fem ale
40% 30% 20% 10% 0%

Hig hly Satisf ied Satisf ied Dissatisf ied Highly Dissatisf ied
Officers Workers
60% 50% 40% 30% 20% 10% 0%

45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

20-40 41-60
60% 50% 40% 30% 20% 10% 0%

Highly Satisf ied Satisf ied Dissatisf ied Highly Dissa tisf ied
0-20 21-30 31-40
The transperancy of the Performance Appraisal Report system has also been doubted by the employees by and large. Moreover females,technical and the highly experienced employees are noticeably harsh on the implementation of the system.
25%
0% 30%
45%
Highly Dissatisfied
Q 14
45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

Male Fem ale
40% 30% 20% 10% 0%

Officers Workers 3-D Column 3
50% 40% 30% 20% 10% 0%

Highly Satisf ied Satisf ied Dissatisfied Highly Dissatisfied
40% 35% 30% 25% 20% 15% 10% 5% 0%

20-40 41-60
60% 40% 20% 0%

Highly Satisfied Satisfied Dissatis fied Highly Dissatisfied
0-20 21-30 31-40
There is an average number of employees who have a feel good factor regarding the appreciation and encouragement by their respective seniors.
Q 15
15% 0% 45%
40% Highly Dissatisfied
50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

Male Fem ale
60% 50% 40% 30% 20% 10% 0%

Highly Satisfied Satisfied Dissatisfied Highly Dissatis fied
Officers Workers
50% 40% 30% 20% 10% 0%

Hi hl S at i f i d g y s e S at i f i d s e Di sat i f i d s s e Hi hl Di sat i f i d gy s s e
60% 50% 40% 30% 20% 10% 0%

21-40 41-60
50% 40% 30% 20% 10% 0%

Hi hl Sat i f i d gy s e S at i f i d s e Di sati f i d s s e Hi hl Di sat i f i d gy s s e
0-20 21-30 31-40
Fairly good number of employees do appreciate the awareness regarding the various development activities occurring in the organization.
Q 16
0% 0% 40% 60%
80% 60% 40% 20% 0%

Male Fem ale
60% 40% 20% 0%

Officers Workers
60% 50% 40% 30% 20% 10% 0%

Highly Satisf ied Satisfied Dissatisfied Highly Dissatisf ied
60% 50% 40% 30% 20% 10% 0%

20-40 41-60
60% 50% 40% 30% 20% 10% 0%

0-20 21-30 31-40
The first aid facilities have been widely appreciated by all the groups of employees.The emergency medical facilities are also available inside the factory premises.
Q 17
25%
0% 30%
45%
Highly Dissatisfied
50% 40% 30% 20% 10% 0%

Male Fem ale
50% 40% 30% 20% 10% 0%

Officers Workers
50% 40% 30% 20% 10% 0%

Highly Satisfied Satis fied Dissatisfied Highly Dissatisfied
40% 30% 20% 10% 0%

20-40 41-60
50% 40% 30% 20% 10% 0%

0-20 21-30 31-40
The residential quarters are on average in good conditions.Still a lot more efforts are Needed to be taken by the concerned departments to bring it to higher satisfaction levels
Q 18
0% 25% 40%
35%
50% 40% 30% 20% 10% 0%

Male Fem ale
50% 40% 30% 20% 10% 0%

Hi hl i d g y s Sat e f Sat d e f s i Di t d as si e f Hi hl s t d g y ai Di s e f
Officers Workers
40% 35% 30% 25% 20% 15% 10% 5% 0%

Hi ghl y Sati sf i ed Sati sf i ed Di ss ati sf i ed Hi ghl y Di ssati sf i ed
70% 60% 50% 40% 30% 20% 10% 0%

20-40 41-60
60% 50% 40% 30% 20% 10% 0%

0-20 21-30 31-40
The grievance procedure does not stand in high standards in the eyes of vast majority of employees of all levels.
Q 19
0% 30% 30%
40%
Highly Dissatisfied
40% 35% 30% 25% 20% 15% 10% 5% 0%

Male Female
40% 30% 20% 10% 0%

Highly Satisfied Satisfied Dissatisfied Highly Dissatis fied
Officers Workers
40% 30% Technical 20% 10% 0%

Highly Satisfied Satisfied Dissatis fied Highly Dissatis fied
Non-Technical
50% 40% 30% 20% 10% 0%

Hi hl S at i f i d gy s e S at i f i d s e Di sat i f i d s s e Hi hl Di sati f i d gy s s e
20-40 41-60
60% 50% 40% 30% 20% 10% 0%

Highly Satisfied Satisfied Diss atisfied Highly Diss atisfied
0-20 21-30 31-40
The communication between employees and the management is though amicable but not very effective.A vast section of the employees have a feeling that lot more efforts are yet to be initiated by the management.
Q 20
20%
0%
Highly Satisfied Satisfied 50% Dissatisfied Highly Dissatisfied
30%
50% 40% 30% 20% 10% 0%

Male Female
60% 50% 40% 30% 20% 10% 0%

Officers Workers
50% 40% 30% 20% 10% 0%

Highly Satis fied Satisfied Dissatisfied Highly Dissatisfied
50% 40% 30% 20% 10% 0%

20-40 41-60
50% 40% 30% 20% 10% 0%

Highly Satisfied Satisfied Dis satisfied Highly Dis satisfied
0-20 21-30 31-40
The general observation is that the impartialty and the transperancy of the certain rules and regulations need lot of will power and the part of the management to reach satisfaction levels amongst all the employees.
Q 21
15%
0%
Highly Satisfied 40% Satisfied Dissatisfied
45%
Highly Dissatisfied
50% 40% 30% 20% 10% 0%

Male Female
50% 40% 30% 20% 10% 0%

Highly Satisfied Satisfied Diss atisfied Highly Dis satisfied
Officers Workers
50% 40% Technical 30% 20% 10% 0%

NonTechnical
45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

20-40 41-60
60% 50% 40% 30% 20% 10% 0%

0-20 21-30 31-40
The widespread feeling is just encouraging in
respect of the autonomy and independence to do the work by an individual. However it has still enough space to cover to enhance the levels effectively.
RESEARCH FINDINGS Based on the interactions with the vast categories of employees for eg. The overall employees, males and females, officers and workman, technical and non-technical personnel, employees of different age groups and having different working experiences the following findings have been observed during the research: The various welfare provisions like washing, sitting, first aid, canteens, shelters, rest rooms and lunch rooms are satisfactory. The Factory has established a Dispensary handled by qualified male and female doctors inside the factory premises. There is also a facility for zonal doctors, referring to the expert doctors for serious ailments like cardiac, cancer, orthopadics and gynaecologist etc and medical institutes. Also to reimbursement of medical fees/medicines and hospitalization charges. The facility of Ambulance is also readily available. There are a group of Industrial relations and Welfare officers. The Personnel Manager of the division visits the factory from time to time to meet employees(workman/officers) and listen their problems. This creates good mutual understanding amongst them. The Crech facility is adequate and satisfactory.
LTC/LTA facility is provisioned for the employees. There are provisions for extra facilities being provided for extra work other than the working hours.(for eg. Transportation, snacks, lunch and dinner).
Provisions are there for maternity benefit for female employees.
SUGGESTIONS Following suggestions are to be made to the HAL MANAGEMENT. More accommodation/quarters should be constructed and provided to the workers,specially to the lower income groups. The factory should make provisions for the health and social clubs to increase the mental level of workers so that they may work more attentively and carefully. Provisions for free education to the children of the employees should be made. Provision of night school for illetrate workers should be initiated. The common room facility for female employees has to be provided. During the death of employee on service a 100% compensation scheme should be provisioned.
LIMITATIONS
HAL is an undertaking of Ministry of Defence.As such the access to every Department is not permitted.The interaction levels, therefore, with employees have been very limited.As a matter of fact most of the employees were not available to express their views regarding various aspects relating to employee satisfaction.Under these constraints, the data collected and analysed may not reflect the overall image of the organization.However whatever has been analysed and discussed conveys to some extent the feeling and thinking of workers and officers.
CONCLUSION Employee Satisfaction is the terminology used to describe whether employees are happy and contented and giving their best at work.Many measures suggest that employee satisfaction is a factor in employee motivation, goal achievement and positive employee morale in the workplace. Employee Satisfaction, while generally a positive in the organization, can also be a downer if mediocre employees stay because they are satisfied with your work environment. Factors contributing to employee satisfaction include treating employees with respect, providing regular employee recognition, empowering employees, offering benefits and compensation, providing perks, positive management with a clear framework of goals, mission and vision. An employee satisfaction survey can be much more than a tick;box exercise and requires only a little additional effort to turn a routine check into a significant source of information for an organization
BIBLIOGRAPHY Websites: www.hal-india.com
Books: PERSONNEL MANAGEMENT BY C.B.MAMORIA ORGANIZATIONAL BEHAVIOUR BY STEPHEN P.ROBBINS DIAMONDS IN THE SKY-60 YEARS OF HAL.
APPENDICES
QUESTIONNAIRE.

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SUMMER TRAINING PROJECT REPORT

UNDER THE GUIDANCE OF MR. S.P. SINGH

SUBMITTED BY ANAMIKA SINGH

Session (2010-2012) Department Of Post Graduate Diploma In Management

Babu Banarasi Das

Employee Satisfaction on Hindustan Aeronautics Limited

Post Graduate Diploma in Management (PGDM)

HINDUSTAN AERONAUTICS LIMITED

Mr. S. P. Singh Singh Senior Manager(Training)

Mr. Atul Kumar

PREFACE ACKNOWLEDGMENT EXCECUTIVE SUMMARY ABSTRACT INTRODUCTION PROJECT DETAILS

LIMITATIONS CONCLUSION BIBLIOGRAPHY APPENDICES

HINDUSTAN AERONAUTICS LIMITED

HAL has formed the following Joint Ventures (JVs) :

Always strive to maintain cordial relations with the community

Provide at international competitive prices.

CORRUPTION FREE SERVICE

Individual Development General Management Functional/ Technical Programs Leadership Programs

SOME PROGRAM THEMES

MiG Series Jaguar Mirage-2000

Sea - Harrier AN-32 Kiran MK- I / MK- II HPT - 32 SU-30 MKI

Dornier-22B AVRO HS-748

To maintain a motivated workforce through empowerment of Individual and Team- building

I ) MAN POWER PLANNING

III ) PERFORMANCE APPRAISAL :

V ) SCHEME FOR LEARNING AND CERTIFICATION FOR EXECUTIVES

EJECTION SYSTEM Ejection Seats, Release Units etc.

Dornier-22B AVRO HS-748

Chetak (Alouette) Cheetah (Lama)

ALH (IAF / NAVY / COAST GUARD / CIVIL)

1)PRIMARY DATA: Collected with the help of interview/questionnaire. 2)SECONDRY DATA:

Library books. Website: www.hal-india.com Magazines.

60% 50% 40% 30% 20% 10% 0%

Highly Satisfied Satisfied

Dissatisfied Highly Dissatisfied

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

0-20 21-30 31-40

40% 35% 30% 25% 20% 15% 10% 5% 0%

70% 60% 50% 40% 30% 20% 10% 0%

Male Fem ale

Highly Satisfied Satisfied Dissatisfied

40% 35% 30% 25% 20% 15% 10% 5% 0%

50% 40% Male Female 30% 20% 10% 0%

40% 35% 30% 25% 20% 15% 10% 5% 0%

Highly Satisfied Satisfied 45% Dissatisfied

40% 35% 30% 25% 20% 15% 10% 5% 0%

Male Fem ale

45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

40% 35% 30% 25% 20% 15% 10% 5% 0%

0-20 21-30 31-40

Highly satisfied Satisfied Dissatisfied 70% Highly Dissatisfied

80% 60% Male 40% 20% 0%

80% 60% Officers 40% 20% 0%

80% 70% 60% 50% 40% 30% 20% 10% 0%

Technical Non- Technical

80% 70% 60% 50% 40% 30% 20% 10% 0%

70% 60% 50% 40% 30% 20% 10% 0%

0-20 21-30 31-40

Highly Satisfied 20% Satisfied Dissatisfied 50% Highly Dissatisfied

50% 40% 30% 20% 10% 0%

Male Fem ale

45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

50% 40% 30% 20% 10% 0%