MAJOR HRM Policies

Providing Equal Employment Opportunity and a Safe Workplace Planning and Recruiting Selecting Employees Training Employees Job Design Customer Services Job Evaluation Salary Structure Compensation and Benefits Employees Conduct and Ethics Problem Solving

Providing Equal Employment Opportunity and a Safe Workplace

BSNL is providing equal opportunity to its employees. They will extend equal opportunity to all individuals without regard for race, religion, color, gender, creed, national origin, age, disability or handicap status. So that all the employees working in BSNL work with full confidence. BSNL has the policy that affirms its commitment to the principles of fair employment and elimination of all vestiges of discriminatory practices that might exists. In BSNL, there is no any kind of discrimination. We hire the employees irrespective for their gender, race and religion. In the company we have a mixture of the peoples but they all work like a happy family. The workplace is sufficient for all the employees. Company provides necessary equipments to its employees to do their work with ease and comfort. Moreover the atmosphere of the company is peace and calm.

Planning & Recruiting

There is no specific number of per year vacancies in BSNL. It depends upon the number of employees needed per year. The company plans and hires the employees itself. It does take the services from any other recruitment firm. The company forecast the demand for labor every year. During forecasting they include measures of the economy, actions of competitors, and change in technology and trends in the composition of labor force. Moreover they also conduct an analysis that how many peoples are currently working on different jobs have relevant skills according to their jobs. BSNL has long term goals. They set our goals by making the analysis of labor supply and demand. They also focus on our product and try to improve it with the passage of time. Moreover they launch new services e.g. BSNL Dish TV. It is also a result of our Long Term goal. The company did not downsize their employees; they hire workers on both temporary and permanent basis. Mostly workers are hired on Permanent basis. Some workers are hired temporary but based upon their work, after some time they are also appointed as permanent workers. The two main sources by which the company recruits the Human Resource are given below: Internal Source: In this source any one employee, within the company who will be able to done the high post job, is selected. The information about the post or

vacancy is pasted on bulletin boards; on co-operate intranets and anywhere else. This source is used less.

External Source: In this source the advertisement is published in newspapers. Candidates are selected from applicants by conducting interviews. In this case people also use some references to gain the jobs. This source is used more.

Moreover they also publish the vacancies also on internet. So the peoples apply from internet are called for interviews and for further process. If the company made its franchise on any rural area, then company prefer to hire the person from that area because it is easy for customers to communicate.

Selecting Employees

Like every multinational company, BSNL has also a specialized procedure for selecting the employees. The selection process is described as follows: Requisition raised by concern department. HR Department processes this requisition. Publish the advertisement in the newspapers. Screening the application forms and resumes. Interviewing Candidates. Checking References. Select the person.

They select the employees on the basis of work experience and knowledge. Good results are also matters but knowledge is very essential for concerned job. In selecting the company conducts tests for clerical jobs. There are some engineering tests, communication skills tests, computer knowledge tests and many more based upon the vacancy. Line Managers and Human Resource Managers conduct interviews from the candidates. But if there is an interview for some special posts like General Managers etc, then Board of Directors and Chief Executive Officers conduct interviews. The

company conducts all types of interviews like structured, situational, behavior

description, and panel interview. In most of the cases, there are panel interviews. The selected candidates are informed by both e-mail and postal services.

Training Employees

BSNL believes that it is necessary for individual employees or groups of employees to take job related training courses that enhance their values to the company, keep them up to date on the latest trends, technologies and knowledge, offering a great chance to interact with peers. Training need is identified through gap analysis, performance appraisal, profile assessment or one on one meeting. Training is considered as a learning intervention used for the personal as well as professional development of BSNL employees. The employees are given in house trainings and they also sent for trainings from well reputed and specialized training institutes both within and outside of Pakistan. After providing training, there is a training evaluation form. Due to this form the company realized that how much a person is trained. There are two types of trainings given to the employees. The types and their durations are given below: For Local Trainings (maximum 1 weeks) For Foreign Trainings (maximum 2-4 weeks)

In BSNL, they use all training methods e.g. Audio/Visual, Practical, workshop, presentations, hands-on etc.

Job Design

The HR Department designs the jobs in which they define how work will be performed and what task will be required in a given job. The four phenomenon of Job that is practiced in BSNL are given below: Job Enlargement: to some extent at managerial level. Job extension: many times. Job rotation: how to some extent in Inter-department. Job enrichment: many times.

Work timings are fixed for all the employees. Most of the work is done by teams. Regular work hours are 9:00 am to 6:00 pm, Monday through Friday. On Saturday, the work hours will be from 9:00 am to 1:30 pm. Employees are entitled to one hour lunch from 1:00 pm to 2:00 pm (conditional to job requirements).

Customer Services

Due to operational requirements, the timings for customer service division may differ and are communicate accordingly. A cheerful and positive attitude is essential to our commitment to extraordinary customer service and impeccable quality. It is essential that the employees act in a professional manner and extend the highest courtesy to co-workers, visitors, customers, vendors and clients.

Job Evaluation

All new staff (except GMs or above) will have to undergo probation period for 3 months. During the Probation period, the notice period is one day. Performance of the employee is monitored closely, if the new staff is unable to perform as per Companys expectations, the probation may be extended or his/her service may be terminated. All such decisions are made in consultation with HR Department. Each job evaluation is assigned with a grade which has a particular salary associated with it. This range is applicable to all positions assigned to that grade. Every salary range associated with a grade, has a minimum and maximum level.

Salary Structure

The Companys salary structure consists of salary grades and salary ranges. It is established based on the relative values of jobs as a result of job evaluation process and competitive market practices. The existence of structure allows differences in performance and contribution to be rewarded at different salary levels. Every year, the company reviews its salary range in accordance with the results of a market survey to maintain the competitiveness of the salary structure. It depends on how competitive we are when compared to the market. The criterion which is used by the company for deciding the salary of an employee includes the following: The employees related skills, knowledge and experience. The employees trend of performance over time versus the current year. Internal and external pay equity. Pay relationships: where to position the employees base pay relative to others within the department who are performing similar work.

BSNLs Philosophy is to Pay or Performance, by comparing ourselves primarily with other Telecom companies and also with multi-national consumer product companies. They position their pay structure at 80 th percentile of market and their benefits are at market average. If an employee does not work for a full month, his/her salary for that month will be prorated. All employees will be paid around the 30 th of each month. If the pay day happened to be a holiday, the day before will be used as pay day.

As a matter o BSNLs policy, disclosure of salary information is strictly restricted. The specific salary paid to an individual should not be disclosed to anyone within or outside the company. If any employee discloses the salary information to anyone within or outside the company there is a strict disciplinary action against him including immediate termination from his/her service. The company made salary review because in this way it is easy or the company or determining who is qualified to receive salary increase. The factors considered in making the salary review are: Current performance of the employee. Current position of his/her salary within the assigned salary range. I this is appropriate, it is possible that there is no salary increase.

Compensation and Benefits

Following are the benefits given by BSNL to its employees: Group Life Insurance. Hospitalization. Out Patient Medical Practice. Dental Treatment. Preventive Measures. Cellular Phone Policy. Car Policy. Others

Group life insurance coverage is provided to all employees. In the case of an employees death the beneficiaries of the employee shall receive the insurance benefits .the amount would be doubled in case of accidental death. All employees their spouse and children up to the age of 25 (no limits for the unmarried daughters) dependent parents are eligible for the hospitalization. For details please watch compensation and beneficial departments The employees are eligible to claim their medical out patient expenses up to a maximum of one months grass salary each year. The following are covered under out patient treatment

1. Consultation 2. Prescribed medicines 3. Pathological/clinical tests and x rays The Company will reimburse the cost of following vaccinations for employees and their dependents. Small pox Cholera Polio Typhoid Whooping cough( infants and children) Tetanus BCG for children only Diphtheria Gamma Globulin Hepatitis

The company expects its employees too appropriately and reasonable use the cellular facility, keeping the perspective that this is a business tool and not a benefit /perk. Furthermore, all personal /private calls shall be identified and duly paid by the user. If the cellular phone bill exceeds the stipulated limits, additional bill is deducted from salary of the employee.

All employees would be given a cellular connection, with the monthly maximum limit considering their level of responsibility and job functions. It is expected that employees with the company cellular phone facility keep their mobile activated for business use 24 hours a day and 7 days a week. BSNL provides all eligible employees (except GMs) with the corresponding car allowance to compensate them for official commute, business and personal use. Pool vehicles & Department Vehicles Necessary maintenance and provisioning of Pool/Department vehicles are the responsibility of Admin Service department. All regular employees are entitled to one monthly gross salary per year of service, as gratuity after completion of one year of service. Gratuity amount is based on pay rate at the end of employment. All regular employees are entitled to contributory provident fund. The provident fund shall be deducted at a rate of 9% of basic salary per month after successful completion of 90 days probationary period.

Employees Conduct and Ethics

General employee conduct policy is given below: All the employees shall have equal rights as employees of this company regardless of the position held. They shall observe the rules and regulations related to their work. Each employee shall be responsible for ensuring the best accomplishment of his/her assigned task. All employees shall strive to create a positive work environment protective to well being of all other BSNLs employees, individually and in groups. Employees are expected to treat fellows employees respectfully and courteously and be supportive of one another. It is the policy of the company that certain rules and regulations regarding employees behaviors are necessary for the efficient operations of the Company and for the benefit and protection of the rights and safety of its employees.

Ethical principles are the values that set the ground rules for all that we do as employees of BSNL. As the company seeks to achieve responsible commercial success, it will be challenged to balance these principles against each other: always mindful of their promise to shareholders that we will achieve responsible commercial success. Following are the ethical principles practiced in BSNL:

Honesty: they will not say things that are false. They will never deliberately mislead. They will be as candid as possible, openly and freely sharing information, as appropriate to the relationship.

Promise-keeping: They will go out to great lengths to keep our commitments. They will not make promises that cannot keep and they will not make promise on behalf of the Company unless we have the authority to do so.

Fairness: They will create and follow a process and achieve outcomes that a responsible person would call just, even-handed and not arbitrary.

Respect for others: They will open and direct in our communication and receptive to influence. They will honor and value the abilities and contributions of others, embracing the responsibility and accountability for our actions in this regard.

Compassion: They will maintain an awareness of the needs of others and act to meet those needs whenever possible. They will also minimize harm whenever possible. They will act in ways that are consistent with our commitment to social responsibility.

Integrity: They will live up to BSNL ethical principles, even when confronted by personal, professional and social risks, as well as economic pressures.

Each staff will be judged on merits of their performance and no favoritism preferential treatment within/cross department(s) will be allowed. BSNL is committed to providing a safe and productive work environment for all employees. The company believe that its employee should be treated with dignity and respect. Threats or acts of

violence by an employee or any other person on BSNL Premises to another individuals wellbeing, life, health, safety, family or personal property will not be tolerated. Threats and acts of violence, including, but not limited to threatening language, behavior, physical alterations, e-mails, written materials and destruction of personal property is strictly prohibited. Firearms and/or weapons of any kind neither are nor permitted in the workplace. If the company hears information that is questionable, we question it as to its validity and not simply pass it along to others and not react. Any malicious rumors need to be challenged as to its merits. It is the companys policy that all employees have the right to work in an environment free from any type of illegal discrimination, including sexual harassment. Any employee found to have engaged in such conduct will be subject to immediate discipline up to and including discharge. No employee is allowed to exchange gifts with any of our suppliers, vendors, franchisees etc in the tune that may construe to greeting any direct or indirect benefits from the employee in a sense that compromises the meritocracy standards of the organization. Employees who receive any kind of gift from suppliers, vendors, franchises etc will be required to promptly inform his/her Line managers and GM Human resources for any further action that management deems appropriate. Corrective disciplinary process is to provide employees with an opportunity to correct performance related problem/misconduct and avoid recurrence of them and to protect the interest of the company by promoting fair and consistent disciplinary action when needed. Three steps in disciplinary process are given below:

Verbal warning: It is usually given by the department Manager in case of a performance deficiency or a first offence involving misconduct.

Written Improvement notice: It is given by the Department Manager to the employee if the performance deficiency/misconduct described in the verbal warning discussion has not improved in the stated time period.

Discharge: This is the final disciplinary action and will only take place if the employee performance/misconduct did not improve despite verbal and written notice, or f the employees performance/conduct reverts back to an unsatisfactory level within 6 months after the expiration f the written notice.

Problem Solving

The problem solving strategy used by BSNL is: DO IT D: Define Problem O: Open mind 7 Apply creative techniques. I: Identify best solution. T: Transform.

Next Approach: Problem finding. Fact finding Problem Definition. Ideas Finding Selection. Planning Sell ideas Action.

Resignation and Exit

Resignation process in BSNL is given as: Resignation is the voluntary termination of service by the employee. Resignation is assumed when an employee fails to return from a leave of absence or refuses a comparable job offer upon return from a leave of absence. Resignation is considered when an employee is absent for 3 consecutive unexcused and unreported working days or exceeding 6 days within a month, Notice of resignation for confirmed employees in 1 month or otherwise 1 gross salary will be deducted from final settlement. Annual leave balance at termination must not be used s part of termination notice and must be settled by payment unless exceptions are made by the management. Employee should return all company property (i.e. Employee ID, laptop computers, USB drive etc) at the time of resignation.

Discharge is the termination of services of an employee by the company for the following reasons: Misconduct, performance deficiency Inability to perform due to mental/physical incapacitation. Unavoidable management circumstances.

Human Resource division will conduct an Exit Interview with the employee leaving the organization before or on the last working day. Employee exit interviews are used last working day. Employee exit interviews are used to gather information from separating personnel. The survey covers issues such as benefits, working conditions, opportunities for career advancement, the quality and quantity of the work load, and relationship with co-workers and supervisors. The purpose for such data collection is to gather data for improving working condition and consequently retaining employees.

COMPANY PROFILE

On October 1, 2000 the Department of Telecom Operations, Government of India became a corporation and was christened Bharat Sanchar Nigam Limited (BSNL) . Today, BSNL is the No. 1 Telecommunications Company and the largest Public Sector Undertaking of India with authorized share capital of $ 3977 million and net worth of $ 14.32 billion. It has a network of over 45 million lines covering 5000 towns with over 35 million telephone connections. With latest digital switching technology like OCB,EWSD,AXE-10,FETEX,NEC etc. and widespread transmission network including SDH system up to 2.5 gbps, DWDM system up to 80 gbps,Web telephony,DIAS,VPN, Broadband and more than 400,000 data customers , BSNL continues to serve this great nation . Its responsibilities include improvement of the already impeccable quality of telecom services, expansion of telecom network, introduction of new telecom services in all villages and instilling confidence among its customers. BSNL has managed to shoulder these responsibilities remarkably and deftly. Today with over 45 million line capacity, 99.9% of its exchanges digital, nation wide Network management & surveillance system (NMSS) to control telecom traffic and over 4,00,000 route kms of OFC network, Bharat Sanchar Nigam Ltd is a name to reckon with in the world of connectivity. Along with its vast customer base, BSNL's financial and asset bases too are vast and strong. Consider the figures, as they speak volumes on BSNLs standing:

The telephone infrastructure alone is worth about Rs. 1,00,000 crore (US $ 22.74 billion)

Turnover of Rs. 31,400 crore ( US $ 7.14 billion)

Add to which, BSNL's nationwide coverage and reach, comprehensive range of telecom services and a penchant for excellence; and you have the ingredients for restructuring India for a bright future. Today, BSNL is most trusted Telecom Brand of India.

OBJECTIVES To be a Lead Telecom Services Provider. Build customers confidence through quality and reliable service. Provide Bandwidth on demand. Contribute towards: National Plan Target of 250 million subscriber base for the country by December 2007. Broadband customers base of 20 million in the country by 2010 as per Broadband Policy 2004. Telephone in all villages. Implementation of Triple play as a regular commercial proposition.

Organization Chart of BSNL:

Revenue
The Department of Telecom operations now known as BSNL has shown sustained growth in the last 15 years. The growth rate in 2004-05 was 6.5%.

Capital Investment
Annual Investment in the network has increased from Rs. 785 crores (US$ 0.18 billion) in 198687 to over Rs. 7578 crores ( US $ 1.72 billion) in 2004-05. This investment has been financed mainly by the internal accruals. The planned capital outlay during 2006-07 is Rs. 19431 crores ( US $4.42 billion).

Bharat Sanchar Nigam Limited has got fixed assets valuing more than Rs. 62,862 Crores (US $ 14.29 billion), which are in the form of Land, Buildings, Cables, Apparatus & Plants etc. Bharat Sanchar Nigam Limited, the largest Public Sector undertaking of the Nation, is certainly on a financial ground that's sound. The corporation has a net worth of Rs 63,000 crores (US $ 14.32 billion), authorized equity capital of Rs. 10,000 crores (US $ 2.27 billion), paid up capital of Rs 5,000 crores (US $ 1.14 billion) and revenue is Rs. 33,450 crores (US $ 7.60 billion) in 2004-05. When it comes to connecting the four corners of the nation, and much beyond, one solitary name lies embedded at the pinnacle - BSNL. A company that has gone past the number games and the quest to attain the position of a leader. It is working round the clock to take India into the future by providing world class telecom services for people of India. BSNL is India's no. 1 Telecom Service provider and most trusted Telecom brand of the Nation. Driven by the very best of telecom technology from chosen global leaders, it connects each inch of the nation to the infinite corners of the globe, to enable you to step into tomorrow. Here is an overview of the World Class services offered by the BSNL:

Basic Telephone Services The Plain old, Countrywide telephone Service through 32,000 electronic exchanges. Digitalized Public Switched Telephone Network (PSTN) with a host of Phone Plus value additions.

BSNL launched Data One broadband service in January 2005 which shall be extended to 198 cities very shortly. The service is being provided on existing copper infrastructure on ADSL2 technology. The minimum speed offered to the customer is 256 Kbps at Rs. 250/- per month only. Subsequently, other services such as VPN, Multicasting, Video Conferencing, Video-on-Demand, Broadcast application etc will be added. Keeping the global network of Networks networked, the countrywide Internet Services of BSNL under the brand name includes Internet dial up/ Leased line access, CLI

based access (no account is required) and DIAS service, for web browsing and E-mail applications. You can use your dialup sancharnet account from any place in India using the same access no 172233, the facility which no other ISP has. BSNL has customer base of more than 1.7 million for sancharnet service. BSNL also offers Web hosting and co-location services at very cheap rates.

ISDN
Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice, data and image transfer over the same line. It can also facilitate both desktop video and high quality video conferencing.

Intelligent Network Intelligent Network Service (In Service) offers value-added services, such as: Free Phone Service (FPH) India Telephone Card (Prepaid card) Account Card Calling (ACC) Virtual Private Network (VPN) Tele-voting Premium Rae Service (PRM) Universal Access Number (UAN) and more

I-Net
India s x.25 based packet Switched Public Data Network is operational in 104 cities of the country. It offers x.25 x.28 leased, x.28 Dial up (PSTN) Connection) and frame relay services.

Leased Lines & Datacom

BSNL provides leased lines for voice and data communication for various applications on point to point basis. It offers a choice of high, medium and low speed leased data circuits as well as dial-up lines. Bandwidth is available on demand in most cities. Managed Leased Line Network

(MLLN) offers flexibility of providing circuits with speeds of nx64 kbps up to 2mbps, useful for Internet leased lines and International Principle Leased Circuits (IPLCs).

Cellular Mobile Service

BSNLs GSM cellular mobile service Cellone has a customer base of over 5.2 million. CellOne provides all the services like MMS, GPRS, Voice Mail, E-mail, Short Message Service (SMS) both national and international, unified messaging service (send and receive e-mails) etc. You can use CellOne in over 160 countries worldwide and in 270 cellular networks and over 1000 cities/towns across India. It has got coverage in all National and State Highways and train routes. CellOne offers all India Roaming facility to both pre-paid and post-paid customers (including Mumbai & Delhi).

Wireless in Local Loop This is a communication system that connects customers to the Public Switched Telephone Network (PSTN) using radio frequency signals as a substitute for conventional wires for all or part of the connection between the subscribers and the telephone exchange. Countrywide WLL is being offered in areas that are non-feasible for the normal network Helping relieve congestion of connections in the normal cable/wire based network in urban areas. Connecting the remote and scattered rural areas.

Limited mobility without any air-time charge

PROJECTS RECENTLY IMPLEMENTED/UNDER DEVELOPMENT National Internet Backbone of BSNL Voice over IP Broadband Services - ADSL & High Speed Internet Managed Leased Line Network (MLLN) Access Network - LMDS, DLCs, RLC etc. Internet Exchange Points - IXP & Internet Data Centers (IDC) E-Commerce

Telephone Basic Telephone (Bfone) Total Number of connections as on 30.04.2006 WLL (Tarang) Total Number of connections as on 30.04.2006 Village Public Telephones Total Number of Telephones as on 31.03.2006 Public Telephones (Local, STD and Highway) Total Number of Public Telephones as on 31.03.2006 STD Stations

3,51,55,749 25,95,807 5,35,325 20,64,174 31,915

Number of STD Stations

as on 31.03.2006

Transmission Systems as on 31.03.2006 Transmission Systems Digital (Route kms) Coaxial Microwave UHF Optical Fiber Satellite Based Services (as on 31.03.2006) MCPC-VSATs IDR Systems (2 Mb/ 8 Mb) Mobile Services

(Route kms) 6,024 63,730 45,130 4,80,196 201 64/17

Total number of connections

1,75,92,364

(As on 30.04.2006)

District Headquarters covered Total number of villages covered National Highway covered (Km) State Highway covered (Km) Railway route covered (Km)

592 1,39,021 45,438 31,339 15,730

Customer Care

Several Steps have been taken at BSNL to augment the quality of customer care to international standards. Access round the clock help at following toll free numbers

Dataone Broadband '1600-424-1600' PSTN Call Center '1500' (in select states) Sancharnet Help Desk '1957'

CellOne all India Help '9400024365' All BSNL Customer Service Centers (CSCs) now remain open on all seven days from 8.00 AM to 8.00 PM without any break for all activities. Cheque deposit machines have also been installed in many cities, so that customers can make payments 24X7 at their convenience. Customers can also make payments by cheque/Demand Draft to BSNL franchisees all over the country. With a view to simplify and offer customer friendly services, more than one Bfone connections can be applied on a single application form. Accordingly, a single demand note would be issued to the customer in respect of all the connections applied for. Shifting charges for local as well as all India shifting of fixed telephone (bfone) has been abolished. Pagers being given to outdoor staff in a phased manner for speedy rectification of faults. Majority of the local network is built up on jelly filled and OFC for trouble free service. Internal Distribution Points (DPs) being provided in the customer premises to eliminate the faults arising out of overhead wires. Extensive use of digital loop carrier (DLC)/Wireless in Local Loop (WLL) system for improving reliability of external plant.

Remote Line Units (RLUs). Remote subscriber Units (RSUs) being provided extensively to reduce the long lengths of copper cables. Establishing call centers across the nation to provide single window solutions and convenience to customers. Countrywide Network Management & Surveillance System (NMSS) to ensure uninterrupted and efficient flow of telecom traffic. Application Forms for new connections have been made free of charge for all services. Procedure for restoration of telephones disconnected due to nonpayment simplified and powers delegated to Secondary Switching Area (SSA) heads. Payment of telephone bills being received on Saturday and Sunday through cheques in City Telecom Offices (CTOs). More than one Public Call Office (PCO) permitted at the same premises. Various application forms and procedures being simplified for new telephone connections, shifting and third party transfer.

Research Methodology

Introduction
The word research is derived from the Latin word meaning to

know. It is a systematic and a replicable process which identifies and defines

problems, within specified boundaries. It employs well designed method to collect the data and analyses the results. A research methodology defines what the activity of research is, how to proceed, how to measure progress, and what constitutes success. AI methodology is a jumbled mess. Different methodologies define distinct schools which wage religious wars against each other. Research methodology also considered as a movement, a movement from the known to the unknown. It is actually a journey of discovery. Research is an academic activity and as such the term should be used in a technical sense. According to Clifford woody research companies defining and redefining problems, formulating hypothesis or suggested solutions; collecting, organizing and evaluating data; making deductions and reaching conclusions; and at last carefully testing the conclusions to determine whether they fit the formulating hypothesis. Research is, thus, an original contribution to the existing stock of knowledge making for its advancement. It is the pursuit of truth with the help of study, observation, comparison and experiment.

In short, the search for knowledge through objective and systematic method of finding solution to a problem is research. The systematic approach concerning generalization and the formulation of theory is also research.

Objective of research
The purpose of research is to discover answers to questions through the application of scientific procedures. The main aim of research is to find out the truth which is hidden and which has not been discovered as yet. Though each research study has its own specific purpose.

The objectives of my study are.

To know the recruitment & selection procedures adopted in this company. To improve training and development programs used in the company. To know how the performance of the employees is being appraised. To provide better employee welfare.
To increase the labor productivity.

Types of research

The basic types of research are as follows: 1. Descriptive vs. Analytical :Descriptive research includes surveys and fact finding enquiries of different kinds. The major purpose of descriptive research is description of the state of affairs as it exists at present. In analytical research, on the other hand, the researcher has to use facts or information already available, and analyze these to make a critical evaluation of the material.

2. Applied vs. Fundamental :Research can be applied research or fundamental research. Applied research aims at finding a solution for an immediate problem facing a society or an industrial organization and whereas fundamental research is mainly concerned with generalizations and with the formulations of a theory.

3. Quantitative vs. Qualitative :Quantitative research is based on the measurement of quantity or amount. It is applicable to phenomena that can be expressed in terms of quantity. Qualitative research, on the other hand, is concerned with qualitative phenomenon, i.e., phenomena relating to or involving quality or kind.

4. Conceptual vs. Empirical :Conceptual research is that related to some abstract idea or theory. It is generally used by philosophers and thinkers to develop new concept or to reinterpret existing ones. On the other hand, empirical research relies on experience or observation alone. It id data-based research coming up with conclusions which are capable of being verified by observation or experiment. We can also call it as experimental type of research.

5. Some other types of research :All other types of research are variations of one or more of the above stated approaches, based on either the purpose of research, or the time required to accomplish research. On the environment in which research is done, or on the basis of some other similar factor.

Importance of research
The role of research in several fields of applied economics, whether related to business or to the economy as a whole, has greatly increased in modern times. The increasingly complex nature of business and government has focused attention on the use of research in solving operational problems. Research as an aid to economic policy, has gained added importance, both for government and business. Research provides the basis for nearly all government policies in our economic system. Through research we can devise alternative policies and can as well examine the consequences of each of these alternatives. Research is

considered necessary with regard to the allocation of nations resources. Another area in government, where research is necessary, is collecting information on the economic and social structure of the nation. Such information indicates what is happening in the economy and what changes are taking place. Research as a tool to economic policy has three distinct phases of operation which are as under: Investigation of economic structure through continual collection of facts. Diagnosis of events that are taking place and the analysis of the forces underlying them. The prognosis, i.e., the prediction of future developments.

Research is equally important for social scientists in studying social relationship and in seeking answers to various social problems. Research in social sciences is

concerned both with knowledge for its own sake and with knowledge for what it can contribute to practical concerns. Thus, research is the fountain of knowledge for the sake of knowledge and an important source of providing guidelines for solving different business, governmental and social problems. It is a sort of formal training which enables one to understand the new developments in ones field in a better way.

Process of research

Define research problem Review previous research finding

Design research (including sample design)

Collect data (execution)

Review concepts and theories

Formulate hypotheses

Interpret and report

Analysis data

There are two types of data collection method use in my project report. Primary data Secondary data.

For my project, I decided on primary data collection method for observing working of company and approaching customers directly in the field, telecalling, interviews, and through references to know their interest in business with company. Secondary data collection method was used by referring to IRDA and all other various websites, magazines and daily newspapers for collecting information regarding project under study.

AREA OF SAMPLING: Random Sampling:

BSNL SHIMLA

All such subsets of the frame are given an equal probability. Each element of the frame thus has an equal probability of selection: the frame is not subdivided or partitioned. It is possible that the sample will not be completely random.

Sampling elements: It consisted of non-management staff (working employees) of

BSNL, Shimla.

Sample size: It consisted of 100 employees of BSNL, Shimla. They were asked to fill
in the questionnaires that consisted of twenty questions.

Selection of tool: Tool selected for collecting the information was getting the
questionnaires (for performance appraisal) filled by the employees working in the various departments.

Data Analysis & Interpretations

As per the study, the questionnaire thus designed was circulated among 100 employees of BSNL, Shimla. And out of those 100 employees most of the persons were the employees working in that organization. Out of 100 respondents, most of them were assistant managers, employees, supervisors, managers and the head of various departments. Based upon data, the following interpretations can be concluded. Q1. How long you are working in the organization?

Interpretations As per the above question, Out of 100 respondents, 45 respondents are working for less than 5 years, whereas 35 respondents have been working for the duration between 5 years to 10 years and 20 respondents are vastly experienced, as they have been working in the organization for more than 10 years.

Q2.

What are the various sources of recruitment in your Organization?

Interpretations As per the above question, Out of 100 respondents, 30 respondents agree that management plays a major source of recruitment, whereas 20 respondents agree that references plays a major source of recruitment, 20 respondents agree that advertisement plays a major source of recruitment and 30 respondents agree that other sources plays a major source of recruitment. Q3. Are you satisfied with the recruitment process of your company ?

Interpretations As per the above question, Out of 100 respondents, 40 respondents are

satisfied with the recruitment process, whereas 45 respondents are not satisfied with the recruitment process and 15 respondents were not able to say anything about the recruitment process of the organization.

Q4. Are you satisfied with your organization salary increment Policy ?

Interpretations As per the above question, Out of 100 respondents, 60 respondents are

satisfied with the salary incrimination policy, whereas 30 respondents are not satisfied with the salary incrimination policy and 10 respondents were not able to say anything about the salary incrimination policy of the organization.

Q5. Are you satisfied with the training procedure given in the Organization ?

Interpretations As per the above question, Out of 100 respondents, 80 respondents are

satisfied with the training procedure, whereas 15 respondents are not satisfied with the training procedure and 5 respondents were not able to say anything about the training procedure of the organization.

Q6. Are you getting regular training in your company ?

Interpretations As per the above question, Out of 100 respondents, 60 respondents are getting the training at a regular period, whereas 30 respondents are not getting the training at a regular period and 10 respondents are not getting any training at all.

Q7.

What methods is used

for the performance

appraisal

system in your

organization?

Interpretations As per the above question, Out of 100 respondents, 60 respondents are getting the performance appraisal based upon ranking system, whereas 15 respondents are getting the performance appraisal based upon forced distribution system and 25 respondents are getting the performance appraisal based upon other methods

Q8. Are you satisfied with your promotion activities in your Organization?

Interpretations As per the above question, Out of 100 respondents, 80 respondents are getting the performance appraisal based upon ranking system, whereas 15 respondents are getting the performance appraisal based upon forced distribution system and 5 respondents are getting the performance appraisal based upon other methods Q9. Does the present performance appraisal system meet your Career advancement?

Interpretations As per the above question, Out of 100 respondents, 85 respondents are happy with the present appraisal system for their career advancement, whereas 10 respondents are not happy with the present appraisal system for their career advancement and 5 respondents were unable to say whether they were satisfied or not.

10.

Are you comfortable with the working environment?

Interpretations As per the above question, Out of 100 respondents, 80 respondents are happy with the working environment of the organization, whereas 10 respondents are not satisfied with the working environment of the organization and 10 respondents were unable to say whether they were satisfied or not.

11.

What are your views about recruiting ex-defence personnel in both training and other departments?

Interpretations As per the above question, Out of 100 respondents, 75 respondents are happy with the training from ex-employees, whereas 15 respondents are not satisfied with the training from ex employees and 10 respondents were unable to say whether they were satisfied or not.

12

What are the specific qualifications expected from potential candidates (university degrees, training, previous professional experience, etc) in the training department, especially in the case of ex-defence personnel?

Interpretations As per the above question, Out of 100 respondents, 30 respondents are in favour of highly experience trainers for training purposes , whereas 25 respondents are in favour of trainers from among the organization with experience between 15 to 35 years, whereas 25 respondents are in favour of any senior managers or heads working in the same organization and whereas 20 respondents were in favour of any trained professionals from within or outside the organization.

13. Does your organization conduct training in house and doesnt it believe in the external training process?

Interpretations As per the above question, Out of 100 respondents, 70 of the respondents agree that most of the trainings conducted in their oranisation are conducted within the organisation, whereas 30 respondents are not in the favour of in house trainings. They want their organizations should conduct external trainings as well.

Are there special training programs conducted for training your trainers?

Interpretations As per the above question, Out of 100 respondents, 75 of the respondents agree that special trainings are conducted in their organization, whereas 15 respondents refuse for any special trainings being conducted within an organization whereas 10 respondents were unable to anything regarding their training methodology in the organization. 15 Also are there any retraining programs conducted for current employees?

Interpretations As per the above question, Out of 100 respondents, 70 of the respondents agree that there are retraining programs conducted for current employees , whereas 20

respondents do not agree that there are retraining programs conducted for current employees whereas 10 respondents were unable to say anything regarding their retraining programs for current employees in the organization.

16

Is there any system in your organization to evaluate the effectiveness of the training programs conducted? If yes, then please mention the key areas of training that are focused on?

17

In which segment is the maximum number of new personnel placed according to the following? Tech Senior Officers Officers Other Ranks Non Tech Senior Officers Officers Other Ranks

18

What is your main strategy adopted regarding locating and hiring individuals possessing the skills the company needs?

______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________

19

What are the specific requirements you have regarding your potential

candidates? Lower Middle Top Management

Management Experience Age Education Other specifications 1. 2. 3.

Management

4.

20

Does your organization have any percentage of reservation for

SC/ST/OBCs? a. b. c. Operative or Semiskilled jobs Technical, Craft, Skilled and Supervisory jobs Chartered, Professional and Senior management jobs

Recommendations and Suggestions

Finally I conclude that in the competitive world the organization should have innovative ideas then only it can lead the organization very successfully. Human Resource leader should follow creative practices that will help to develop the employer as well as employee. Then only the organization can run succ essfully.

I would also like to conclude that human resource practices followed by all insurance companies are almost same. BSNL
has now started realizing that the systematic attention to human resources is the only way to

increase organizational efficiency in terms of productivity, quality, profits and better customer orientation. HR can help deliver organizational excellence by focusing on learning, quality, teamwork, and through various employee friendly strategies.

There are the following suggestions being an HR student I would like to give the organization: Organization should keep the eyes on the recruitment process they should recruit the employees from outside as well means from where they get the employees they should recruit them.

As the organization is growing faster they should emphasis on the training programs even though their training programs are quite good.

Organization should regularly give the increment on the salary so that who are not satisfied they would become also satisfied.

Organization should analyze the training methods and should adopt those methods which are good for the employees and promotion activities should be good so that employees are satisfied as we know this is the basic requirement of the success.

Conclusions

There are the following conclusions come up after the research of the project by filling the questionnaire: The working environment of the organization is excellent this is reason why employees are doing the work their and they are stable there. Generally organization appointed the employees through the recommendations that is references even though other sources are there. The employees are satisfied with the recruitment process of the organization. Most of the employees consider that the salary increment policy is good. Generally ranking method is used in the organization for the performance appraisal system and with the promotion activities. As they accept that the working environment is really good this shows they are satisfied and the satisfaction of the employees of the organization is very necessary. And at last I would like to say that satisfied employees contribute more to the organization this is the reason why BSNL is growing faster.

BIBLIOGRAPHY

Books Reffered

Gupta C.B.(2006) Human Resource Management Kothari C.R. Research Methodology- Methods & Techniques Robert L Mathis - Human Resource Management. Dave Ulrich, Wayne Brockbank The HR Value Propositions

Websites visited

www.google.com www.bsnl.in www.CITEHR.com www.hrmanagement.com www.hrlinks.com

Questionnaire
Name * Designation Name of Organization Experience Phone Email Address * _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________ _____________________________________

Personal Views about the survey: ________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ _________________________________________________________________ Thank You for completing the Questionnaire. Your honest responses are truly appreciated. *Please do not omit. Q1. How long you are working in the organization ?

Less than 5 Years Between 5 10 Years More than 10 Years Q2. What are the various sources of recruitment in your Organization?

Management References Media Advertisement Others Q3. Are you satisfied with the recruitment process of your company ?

Yes No Cant Say Q4. Are you satisfied with your organization salary increment Policy ?

Yes No Cant Say Q5. Are you satisfied with the training procedure given in the Organization ?

Yes No Cant Say Q6. Are you getting regular training in your company ? Yes No Cant Say Q7. What methods is used for the performance appraisal system in your

organization? Ranking Forced Distribution Others

Q8. Are you satisfied with your promotion activities in your Organization? Yes No Cant Say Q9. Does the present performance appraisal system meet your Career

advancement?

Yes No Cant Say

10.Are you comfortable with the working environment? Yes No Cant Say 11. What are your views about recruiting ex-defence personnel in both training

and other departments?

Yes No Cant Say 12 What are the specific qualifications expected from potential candidates

(university degrees, training, previous professional experience, etc) in the training department, especially in the case of ex-emplyee personnel?

Doctorate with more than 35 years of experience Doctorate with experience between 15 35 years Senior Manager from within the company Any trained professional 14. Does your organization conduct training in house and does it believe in the external training process? Yes No 14 Are there special training programs conducted for training your trainers? Yes No Cant Say 15 Also are there any retraining programs conducted for current employees?

Yes No Cant Say 16 Is there any system in your organization to evaluate the effectiveness of

the training programs conducted? If yes, then please mention the key areas of training that are focused on? Yes No Not aware of such programs 17 In which segment is the maximum number of new personnel placed

according to the following? Tech Senior Non Tech Senior Officers

Officers Officers Other Ranks Officers Other Ranks

18

What is your main strategy adopted regarding locating and hiring the skills the company needs?

individuals possessing

______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________ ______________________________________________________________________

19

What are the specific requirements you have regarding your potential

candidates? Lower Management Experience Age Education Other specifications 1. 2. 3. 4. Middle Management Top Management

20

Does your organization have any percentage of reservation for SC/ST/OBCs?

a. b. c.

Operative or Semiskilled jobs Technical, Craft, Skilled and Supervisory jobs Chartered, Professional and Senior management jobs