A project report on activities to maximize employee satisfaction of citi financial employees

“Activities to maximize employee satisfaction of CitiFinancial Employees”

CONTENTS

1. EXECUTIVE SUMMARY
2. INDUSTRY OVERVIEW
3. COMPANY OVERVIEW
4. COMPANY PROFILE
5. DEPARTMENTAL STUDY
a) Structure
b) Functions
6. ADDITIONAL LEARNING
7. PROJECT TRIPTHI
a) Theory
b) Design
c) Research Objectives
d) Uniqueness Of The Study
8. ANALYSIS AND INTERPRETATION
9. FINDINGS AND SUGGESTIONS
10. SWOT ANALYSIS
11. CONTACT DETAILS
12. INITIAL DATA REGARDING EXTRA ACTIVITIES FROM THE
COMPETITORS AND SOFTWARE COMPANIES
13. LIMITATIONS
14. COMNCLUSION
15. BIBLIOGRAPHY
16. ANNEUXURES

Babasabpatilfreepptmba.com Page 1


Questions for Personal Interview

1. According to you what are the factors influencing employee satisfaction?

2. What is your experience about Training & Development with your job?

3. What is your opinion about the Supervision?

4. What is your opinion about the cleanliness and setup of your work station?

5. What’s your opinion about the support from other departments to you?

6. What are the extra curricular activities are you looking at from the organization?

7. How often will you suggest conducting the extra curricular activities?

8. What is your opinion about Targets?

9. Do you feel can yoga and meditation reduce stress and will you attend for it if

provided by the organization?

10. What recreation facilities are you looking from the organization and what’s the time

gap you suggest for them in conducting?

11. What are your future prospects?

12. What do you like Best about working for CitiFinancial?

13. What areas of CitiFinancial do you feel need improvement?

14. Overall any suggestions to the HR team for maximizing your job satisfaction?



Dear Sir/Madam,
I am doing a project on “Activities to maximize employee
satisfaction of CitiFinancial Employees” your inputs would be helpful in improving the
employee activities further.

Name :

Department :

Experience :

Previous organization :

Questionnaire

1. What is your present job responsibility?
•

2. How do you view your present job?
•

3. To what extent you do different things in your job using different skills &
talents?

4. What additional training do you require to do your present job better?
•
•
•



What other roles are you interested in doing, if there is a vacancy in



5. What other roles are you interested in doing, if there is a vacancy in
CitiFinancial?
•
•
•

6. What are your career aspirations?
•
•
•

7. What additional activities do you require for employee satisfaction? & how
often?
• Out bound Programs ( )______________________
• Workshops ( )______________________
• Sports ( )______________________
• Others___________ ( )______________________

8. Which of the following do you think makes work environment better?
• Bigger Pantry ( )
• Clean and hygiene Work station ( )
• Job rotation ( )
• Standardized working hours ( )

9. How important are the following to reduce stress in work environment
(Rate according to your preference, 1 as high Importance and 4 as low importance)
• Yoga and Meditation ( )
• Playing computer Games ( )
• Having Tea & Coffee ( )



• Social Welfare activities ( )
What d

10. What do you like best about working for CitiFinancial & what areas might
need improvement?

1. 1.
2. 2.
3. 3.

11. Any further suggestions…

11. What do you like best about working for CitiFinancial & what areas might
need improvement?

4. 1.
5. 2.
6. 3.

11. Any further suggestions…



------------------------Thanks for your valuable time------------------------



Executive Summary
EXECUTIVE SUMMARY

Introduction.

According to Albert Einstein “Everything should be as simpler as possible but not the
simplest”. The Citifinancial functions precisely maxim. Citifinancial is already has the
broadest distribution in India, their main aim is to become the largest NBFC in the world.

CitiFinancial consumer finance India ltd is one of the few surviving private financial
institutions since 1912, have the existence in more than 100 countries with 300000
employees worldwide. It offers varies types of loans to the customers namely, personal
loans, vehicle loans, Consumer durable loans and home loans etc. Most global presence,
best brand, superior products and broadest distribution etc are the competitive advantages
of CitiFinancial. CitiFinancial working with the vision of providing excellent customer
service, superior products, the right technology, support the community and integrity.

Coming to Human Resource the career path in CitiFinancial for employees starts from
the officer level and moves upwards as assistant manager, manager, assistant vice
president and vice president. The scope for the career path is in personal loans, credit &
risk, collections, insurance, mortgages, and sales finance etc. CitiFinancial come a long
way from small NBFC to a major National finance company.

Project Tripthi is a research conducted to maximize the employee satisfaction by
introducing some of the modern techniques of Human Resource like Yoga & Meditation,
Outbound Trainings etc. the research is conducted at all managerial levels and in all the
departments. The overall employee satisfaction is good, however, some suggestions for



improvement have been provided and some of the extra activities are to be incorporated
in order to keep employees motivated.

Industry Overview.



Banking Overview

Banking dates back to 1786, the first bank established in India, then the nationalization of
banks in 1969 and recently the liberalization of the same since 1991. Without a sound
and effective banking system in India it cannot have a healthy economy. The banking
system of India should not only be hassle free but it should be able to meet new
challenges posed by the technology and any other external and internal factors.

The major participants of the Indian financial system are the commercial banks, the
financial institutions (FIs), encompassing term-lending institutions, investment
institutions, specialized financial institutions and the state-level development banks, Non-
Bank Financial Companies (NBFCs) and other market intermediaries such as the stock
brokers and money-lenders. The commercial banks and certain variants of NBFCs are
among the oldest of the market participants. The FIs, on the other hand, are relatively
new entities in the financial market place.

Banking Segment in India functions under the umbrella of Reserve Bank of India - the
regulatory, central bank. In India the banking sector is segregated as public or private
sector banks, cooperative banks and regional rural banks. Bouquet of services is at
customers demand in today’s banking system. Different types of accounts and loans,
facilitating with plastic money and money transfer across the globe. The last decade
experienced a complete reform in the financial and banking sector. The capital and
financial market, banking & non-banking organization and financial instruments was
redressed towards development.

The Indian banking has come from a long way from being a sleepy business institution to
a highly proactive and dynamic entity. This transformation has been largely brought



about by the large dose of liberalization and economic reforms that allowed banks to
explore new business opportunities rather than generating revenues from conventional
streams (i.e. borrowing and lending). The banking in India is highly fragmented with 30
banking units contributing to almost 50% of deposits and 60% of advances. Indian
nationalized banks (banks owned by the government) continue to be the major lenders in
the economy due to their sheer size and penetrative networks which assures them high
deposit mobilization. The Indian banking can be broadly categorized into nationalized,
private banks and specialized banking institutions.

The Reserve Bank of India acts as a centralized body monitoring any discrepancies and
shortcoming in the system. It is the foremost monitoring body in the Indian financial
sector. The nationalized banks (i.e. government-owned banks) continue to dominate the
Indian banking arena. Industry estimates indicate that out of 274 commercial banks
operating in India, 223 banks are in the public sector and 51 are in the private sector. The
private sector bank grid also includes 24 foreign banks that have started their operations
here.

Types of Banks

BANKS NO OF BANKS
State Bank of India and Associates 08
Nationalized Banks 19
Domestic Private Sector Banks 25
New Domestic Private Sector Banks 09
Foreign Banks 29
Complement
ing the roles of the nationalized and private banks are the specialized financial
institutions or Non Banking Financial Institutions (NBFCs). With their focused portfolio
of products and services, these Non Banking Financial Institutions act as an important
catalyst in contributing to the overall growth of the financial services sector. NBFCs
offer loans for working capital requirements; facilitate mergers and acquisitions, IPO



finance, etc. apart from financial consultancy services. Trends are now changing as
banks (both public and private) has now started focusing on NBFC domains like long and
medium-term finance, working cap requirements. IPO financing etc. to meet the
multifarious needs of the business community.

Banking products

Banks in India have traditionally offered mass banking products. Most of the
common deposit products being Savings Bank, Current Account, Term deposit Account
and lending products being Cash Credit and Term Loans. Due to Reserve Bank of India
guidelines, Banks have had little to do besides accepting deposits at rates fixed by
Reserve Bank of India and lend amount arrived by the formula stipulated by Reserve
Bank of India at rates prescribed by the latter. PLR (Prime lending rate) was the
benchmark for interest on the lending products. But RBI more often than not, dictated
PLR itself. Further, remittance products were limited to issuance of Drafts, Telegraphic
Transfers, Bankers Cheque and Internal Transfer of funds.

In view of several developments in the 1990s, the entire banking products
structure has undergone a major change. As part of the economic reforms, banking
industry has been deregulated and made competitive. New players have added to the
competition. IT revolution has made it possible to provide ease and flexibility in
operations to customers. Rapid strides in information technology have, in fact, redefined
the role and structure of banking in India. Further, due to exposure to global trends after
Information explosion led by Internet, customers - both Individuals and Corporates - are
now demanding better services with more products from their banks. Financial market
has turned into a buyer's market. Banks are also changing with time and are trying to
become one-stop financial supermarkets. Market focus is shifting from mass banking
products to class banking with introduction value added and customized products.



A few foreign & private sector banks have already introduced customized banking
products like Investment Advisory Services, SGL II accounts, Photo-credit cards, Cash
Management services, Investment products and Tax Advisory services. A few banks have
gone in to market mutual fund schemes. Eventually, the Banks plan to market bonds and
debentures, when allowed. Insurance peddling by Banks will be a reality soon. The recent
Credit Policy of RBI announced on 27.4.2000 has further facilitated the entry of banks in
this sector. Banks also offer advisory services termed as 'private banking' - to "high
relationship - value" clients.

The bank of the future has to be essentially a marketing organization that also
sells banking products. New distribution channels are being used; more & more banks are
outsourcing services like disbursement and servicing of consumer loans, Credit card
business. Direct Selling Agents (DSAs) of various Banks go out and sell their products.
They make house calls to get the application form filled in properly and also take your
passport-sized photo. Home banking has already become common, where you can order a
draft or cash over phone/internet and have it delivered home. ICICI bank was the first
among the new private banks to launch its net banking service, called Infinity. It allows
the user to access account information over a secure line, request Chequebooks and stop
payment, and even transfer funds between ICICI Bank accounts. Citibank has been
offering net banking to its Suvidha program to customers. Products like debit cards, flexi
deposits, ATM cards, personal loans including consumer loans, housing loans and vehicle
loans have been introduced by a number of banks.

Corporates are also deriving benefit from the increased variety of products and
competition among the banks. Certificates of deposit, Commercial papers, Non-
convertible Debentures (NCDs) that can be traded in the secondary market are gaining
popularity. Recently, market has also seen major developments in treasury advisory
services. With the introduction of Rupee floating rates for deposits as well as advances,
products like interest rate swaps and forward rate agreements for foreign exchange, risk
management products like forward contract, option contract, and currency swap are
offered by almost every authorized dealer bank in the market.



Company Overview



ABOUT CITIGROUP

Citigroup Inc. is today’s pre-eminent financial services company, with more than
some 200 million-customer accounts in more than 100 countries, the history dates back to
1812 and the lineage continues as below till today.

• Started as City Bank in the year of 1812 in New York, US.
• City bank of New York became the largest bank in the US in the year of 1894.
• In 1914 City Bank became a first open an overseas branch.
• Became the first US Bank with $ 1 billion in assets in 1919
• In the year of 1945-45 over 1800 city bank men and women served in Second
World War, 55 lost their lives.
• City Bank changed its name as Citibank in the year of 1976.
• In 1998, all Citicorp and travelers divisions merge to Citigroup.
• In the year of 1999 Citigroup launched CitiDirect Online Banking, the first multi-
product, multi Internet banking system. Commercial Credit re named as
citifinancial.
• Associates of North American consumer financial corporations incorporated into
citifinancial and Citigroup earned $ 13 billion, became one of the most profitable
companies in the globe in 2000.
• In 2002, Citibank celebrated its centenary anniversary in India, Europe and other
Asian countries.



Major brand names under Citigroup’s trademark red umbrella include CitiCards,
CitiFinancial, CitiMortgage, CitiInsurance, Promerica, Diners Club and
CitiCapital.

CITIFINANCIAL: LINEAGE

“From a small NBFC to a major National Finance Company’

• Founded in 1912, by Alexander Duncan as Commercial credit.

• In 1916, Commercial credit became the first financial company to offer

installment purchase plans Automobile, a new invention.

• Developed installment loans for funding purchase of Consumer Durables in

1940s.

• In 1968, Commercial credit became a subsidiary of Control Data Corporation.

• Sandy Weill took over the control of Commercial credit in 1986.

• In 1992, company became a part of Travelers Group.

• Company became part of Citigroup in 1998.

• Commercial Credit re branded as Citifinancial in the year of 1999.

• In 2000 citifinancial became the first associated capital corporation, the largest

publicly traded finance company in the US acquired by Citigroup.



Company Profile



COMPANY PROFILE

Name: Citifinancial Consumer Finance India Limited.

Address: 01, Raheja Chancery

133, Brigade Road

Bangalore-560025

Constitution: Public ltd.

Registered office: 3, LSC

Pushp Vihar

New Delhi-110062

Regional Head office: No 117, Radhakrishan Salai

Mylapore

Chennai-600004

Phone numbers: 91-080-22124810/12/14/16 Extn 105

Fax: 91-080-22240427

Web site: www.citifinancial.com, www.Citigroup.com



VISION AND STRENGTHS

VISION

• Excellent customer service

• Superior products

• The Right technology

• Supporting the community

• Integrity

STRENGTHS

• People

• Distribution

• Innovative products

• Technology

• Service standards



COMPETITIVE ADVANTAGES

• Most global presence

• Broadest distribution

• Best Brand

• Unmatched scale and efficiency

• Superior products

• Expanding distribution

• Transferring expertise

• Investing in people and technology

• Allocating capital to highest growth opportunities



REGIONAL OFFICES

Central:
New Delhi

It covers Delhi, Madhya Pradesh, Uttaranchal, and Uttar Pradesh States.

North:
New Delhi

It covers Punjab, Rajasthan, Chandigarh, Himachal Pradesh and Haryana States.

East:
Kolkotta

It covers West Bengal, Chattisgarh and Jharkhand States.

West:
Mumbai

It covers Maharastra, Goa, Gujarat and Andhra Pradesh States



South:

Chennai

It covers Tamil Nadu, Kerla and Karnataka States.

PRODUCTS

1. Personal Loans: Loan for all types of consumer needs.

2. Housing Loans: Loan to procure a dream house.

3. Two Wheeler Loans: Loan to buy two wheelers.

4. Consumer Durable Loans: Loan to purchase all types consumer

durables.



CAREER PATH

DESIGNATION LEVEL JOB SPECIFICATION
Graduate with an average of
3 years of experience, or Post

Officer Entry. Graduation in Business
Administration (M.B.A).

Average 3-4 years of total
experience.
Management Associate:
Hired from premier institutes,
Assistant Manager First level Supervisor.
absorbed as Asst. Manager
after 6 months of probation.

Average 5-7 years of

Manager Middle lever Manager. experience


Asst Vice President District/Regional Head experience


Vice President Functional Head experience



Departmental Study



CREDIT AND RISK DEPARTMENT

This department includes two types of job profiles namely Credit and Collections. The
department is liable to for end-to-end credit and collection functions.

Credit Underwriting:
This department is responsible for check the creditability of the customer and to
decide about approval or rejection of the loan application, the department vets the
applications forwarded by the sales departments and does the same.

Functions:
• To verify the repayment capacity of the customer.
• To approve the right kinds customer loan applications.
• Inter departmental interaction especially with the sales and collections
departments.

Collections:
This department is responsible to recollect the unpaid money from the customers
through collection agencies. The employees in this department will be on field to perform
their task.

Functions:
• System based collections and generating reports.
• Relationship Management with collection agencies and customer.



• Managing performance of the collection agencies.

PERSONAL LOANS DEPARTMENT

This department is the backbone of the organization, which is concerned with sales of the
products of Citifinancial i.e., Loans and Advances. The department is concerned with
approaching and convincing the customers so that they can come to citifinancial.
Department is also concerned with getting the applications filled with all the necessary
document and forward it to Credit and Risk department for final approval.

Functions:
• Disbursing loan amounting to through direct and indirect channels.
• Approaching and convincing the customers.
• Getting applications filled with all the necessary documents and
forwarding to Credit & Risk for approval.



SUPROTING DEPARTMENTS

I. HUMAN RESOURSES DEPARTMENT

This department is responsible for end-to-end activities of related to human
resources management.

Functions:
• Human Resource planning.
• Recruitment and Selection
• Training and development.
• Payment of salary and incentives
• Performance appraisal etc.

II. ADMINISTRATION

This department is responsible for administration in the office and to provide all
support in the office for all the departments.

Functions:
• Maintaining cleanliness.



• Providing all the official requirements.
• House keeping.

III. PROCESSING

This department is responsible for smooth running of all the operations of the
organization. The operations include receiving the debt and releasing the debt etc.

Functions:
• Releasing loan amount.
• Collecting the cash from the customers as well as collection agencies
• Recording all the documents of loans and keeping the concerned
department informed.
• Supporting other departments for smooth running of business.

IV. MARKETING

This department is concerned with marketing all the products of the company, also
responsible for innovation of new products and services and to develop marketing
strategies for the same

Functions:
• Advertising of the Citi products.



• Marketing of the products and services.
• Developing innovative products and developing the tools to market them
• Supporting the sales team in order to achieve the targets.

V. CUSTOMER SERVICE

This department is responsible to attend the customers who are visiting the branch,
concerned with giving the necessary information to the customers according to their
needs.

Functions:
• Meeting customers and providing the necessary information.
• Maintaining good customer relations.
• Attending to calls of the customers.

VI. INFORMATION TECHNOLOGY

This department is concerned with all the technical related aspects of the company,
responsible to help all the departments to work on their computers and other technical
tools without any disturbance

Functions:
• Keeping all the technology in working conditions



• Arranging for the required technology at the time of video conferencing
etc.
• Helping all the departments with the technical aspects as and when
required.

DEPARTMENTAL STRUCTURES

Departmental structure for all the departments in Citifinancial is the same.

Vice President

Asst VicePresident

Manager

Asst Manager

Officer


Project Tripthi



TRIPTHI is a Sanskrit word which means satisfaction, it is the requirement of all the
human being in this word. In order to keep employees motivated towards work it is
necessary to all the organizations to keep thief employees satisfied.

Employee Satisfaction: “ a general behavior of an employee towards his or her job”

If the general behavior of an employee is positive towards the job we may say he or is
satisfied, in case if it is negative we may say dissatisfied.
Employee satisfaction differs from job satisfaction, job satisfaction is only the attitude of
the employee towards his or her job but employee satisfaction is the end behavior of the
employee towards his or her job.

Factors influencing Employee satisfaction:

• Salary and incentives.
Salary and incentives are the basic things which influence employee satisfaction;
money is the main thing that can help the person to give satisfaction in this
competitive and costly world. But only money cant alone satisfies the person.

• Reward and Recognition.



Employees must be rewarded for his achievements and new thoughts. This creates
a sense of own ness and motivates him to work better, so the employee ideas have
to be taken into consideration and employee should re recognized for his
achievements.

• Training and Development.
No one is perfect in this world so the training and development programs are very
important to an employee to get experienced with his or job, if proper training is
not given it creates a sense of rigidity in the workers and they might feel less
confident

• Supervision.
Supervision is the basic thing that includes the motivating factor, it is the
responsibility of the supervisor or superior to keep their subordinates motivated,
thus supervision plays a vital role in employee satisfaction.

• Standardized working hours.
In to day’s phenomenon standardized working hours is the fundamental factor for
employee satisfaction. Employees wants to spend more time with their family so
standardizing the working hours is the basic requirement to keep employees
satisfied.

• Work environment.
Work environment is the factor, which makes employees fresh and healthy to
work; if the corking conditions are not proper employees will be dissatisfied with
their job.



• Opportunity to growth
Personal career is a very important factor that every employee wants to build with
his job, so working conditions must give all the employees enough opportunities
for growth and it keeps the employees motivated and satisfied

• Additional activities
In today world all the above factors are necessary but not sufficient, some
additional activities are very important to keep employees motivated. Thus some
of the companies are conducting some additional activities for their employees’
satisfaction like Fun trips, Picnics, outbound trainings, sports activities and yoga
classes.

“If the foundation is solid then pillars will be strong”



Project Design



RESEARCH OBJECTIVES

1. To find the level of satisfaction in CitiFinancial employees.

2. To find are Yoga & Meditation are the effective tools to reduce stress.

3. To develop strategies to maximize employee satisfaction in CitiFinancial.

4. Comparative study of employee satisfaction with the competitors.

UNIQUENESS OF THE PROJECT

i. Including Yoga & Meditation factors.

ii. First HR project in CitiFinancial India.

iii. Organization is in very much need of finding the strategies to maximize the

employee satisfaction.

iv. Collecting the suggestions form employees about their requirements to

maximize the satisfaction.

v. Comparing and considering the activities of the competitors towards the same.



vi. Name of the project is Itself Unique.

SAMPLE DESIGN:
• Sampling method: Random Sampling.

• Sample Size: 45
o Existing Employees-36
o Fresher-9

o Male employees-34
o Female employees-11

• Data collection method.

o Primary Data:
 Questionnaire method-30
• Existing employees-24
• Fresher-6

 Personal interview method-15
• Existing employees-12
• Fresher-3



 Observation method

o Secondary data:
 Company websites,
 Yoga meditation, Work shops and Outbound training centers
 MBA Text books
 Competitors ICICI, HSBC, KotakLife etc.
 Software companies AXA, Honey well etc.

Analysis
&
Interpretation



Department: Credit & Risk




Particulars Number of respondents
Officer 9
Management associate 1
Asst Manager 7
Manager 3

3

Officer

Management Associate
9

Asst, Manager

7
Manager

1

Interpretation.



Out of 20 employees 9 are Officers, 1 is Management Associate, 7 are Assistant
Managers and remaining 3 employees are Managers.


Very good, Great. 2
Challenging 3
Good, Satisfactory 12
Ok 3

2
3

Very Good, Great

3

Challenging

Good, Satisfactory

Ok

12

Interpretation.

Out of 20 employees 2 view their job as Very Good, 3 as challenging, 12 as Good
and Satisfactory and remaining 3 view job as ok.




Product Training 1
Departmental training 4
Other departmental Training 2
None 2

4
4

3.5

3

2.5
2 2
2

1.5
1
1

0.5

0
Product Training Department Other Department None
Training Training

Interpretation.

Out of 20 employees 1 employee demanded for Product Training, 4 demanded for
Departmental Training, 2 for other departmental Training and 2 are satisfied from their
present knowledge. Remaining 11 have not replied for the question.

4. What additional activities do you require for employee satisfaction? & how
often?



Needed Once in Once in two Once in Twice in a
Particulars month months quarter year

Outbound 4 3 3 0 3
Workshops 4 0 1 2 0
Sports 6 6 3 2 0

6

5

4

3

2

1

0
Need once in a once in two once in Twice in a
month months quarter year

Outbound Trainings Work Shops Sports

Interpretation.
 For Outbound Training, 4 just need the Outbound Training, 3 needs once in
a month, 3 needs once in two month and 3 have asked for Twice in a year.
 For Workshops, 4 employees needs the Workshops, 1 demanded for once in
two months and 2 have demanded once in a Quarter.
 For Sports, 6 employees needs sports activities, 6 needs once in a month, 3
needs once in two month and 2 have asked for once in a quarter.





Bigger Pantry 6
Clean and hygiene Work station 12
Job rotation 8
Standardized working hours 14

14
14
12
12

10
8
8
6
6

4

2

0
Bigger Pantry Clean & Hygine Job Rotation Std Working Hours
Workstation

Interpretation.

For improvement of Work environment 6 employees asked for the Bigger Pantry,
12 for Clean & Hygiene Work Station, 8 for Job rotation and 14 for Standardization of
working hours.

6. How important are the following to reduce stress in work environment?

Very Important Necessary Not
Particulars Important Necessary.



Yoga and Meditation 8 1 2 1
Playing computer Games 2 1 1 4
Having Tea & Coffee 2 6 2 0
Social Welfare activities 2 6 0 1

8

7

6

5

4
3

2

1

0
Very Imp Important Necessary Not Necessary
Yoga&Meditation Playing Computer Games
Having Tea, Coffee Social Welfare Activities

Interpretation.
 For Yoga & Meditation 8 employees rated Very important, 1 rated as
important, 2 rated as necessary 1 rated as not necessary to reduce the stress.
 For playing computer Games 2 employees rated Very important, 1 rated as
important, 1 rated as Necessary and 4 rated as not necessary to reduce the stress.
 For Having Tea & Coffee 2 employees rated Very important, 6 rated as
Important and 2 rated as necessary reduce the stress.
 For Social Welfare activities 2 employees rated Very important, 6rated as
Important and 1 rates as not necessary to reduce the stress.
7. What do you like best about working for CitiFinancial?

Colleagues 3
Brand 3



System and process 7
Professionalism 4
Package 3

7
7

6

5
4
4
3 3 3
3

2

1

0
Colleagues Brand System&Process Prefessionalism Package

Interpretation.

3 employees are proud of their Colleagues, 3 proud of Citi brand, 7 of system and
Process, 4 of Professionalism and 3 proud of Pay Package.

8. What areas of citifinancial might need improvement?

Space constraint 3
Package 1
HR 3
Employee Relations 2



3
3 3

2.5

2
2

1.5

1
1

0.5

0
Space Constraint Package HR Dept Employee
Relations

Interpretation.

3 employees are unsatisfied with Space Constraint at the work Station, 1 with Pay
Package, 3 with Human Resource department, and 2 are with low level of employee
relations.



Department: Personal
Loans


Officer 7
Asst Manager 2
Manager 1



1

Officer

2

Asst, Manager

Manager
7

Interpretation.

Out of 10 employees 7 are Officers, 2are Assistant Managers and 1 employee is
Manager.


Very good, Great. 3
Challenging 3
Ok 0



3
Very Good, Great

4

Challenging

Good, Satisfactory

3

Interpretation.

Out of 10 employees 3 view their job as Very Good, 3 as challenging, and
remaining 4 views their job as Good and Satisfactory.


Problem solving 2
Stress Management 3



3 3
3

2.5

2

1.5
1
1

0.5

0
Problem Sloving Stress Management Other Dept Training

Interpretation.

Out of 10 employees 3 employees asked for training on problem solving skills, 3
employees asked for training to reduce stress and 1 for other department training.
Remaining 3 have not replied for the question.

4. What additional activities do you require for employee satisfaction? & How
often?
Particulars month months quarter year.
Outbound 1 2 1 3 2
Workshops 1 1 0 2 1
Sports 2 6 1 0 0
Other 0 3 0 0 0



6

5

4

3

2

1

0

Outbound Trainings Work Shops Sports Other

Interpretation.
 For Outbound Training, 1 need the Outbound Training, 2 needs once in a
month, 1 needs once in two month, 3 have asked for once in a quarter and 2
have asked for Twice in a year.
 For Workshops, 1 employee need the Workshop, 1 demanded for once a
month, 2 have demanded once in a Quarter, and 1 asked for once in six months.
 For Sports, 2 employees need sports activities, 6 needs once in a month and
1 need once in two months.


Bigger Pantry 5
Job rotation 4
Standardized working hours 9



9
9
8
8
7
7
6
5
5
4
3
2
1
0
Workstation

Interpretation.

working hours.





8

7

6

5

4

3

2

1

0

Interpretation.
 For Yoga & Meditation 8 employees rated Very important and 1 rated as
important.
 For playing computer Games 2 has rated as necessary and 2 have rated as
not necessary to reduce the stress.
 For Having Tea & Coffee 1 employee has rated as important, 2 rated as
necessary and 1 has rated as not necessary reduce the stress.
 For Social Welfare activities 1 employee has rated as Very important and
1 rated as important to reduce the stress.

Colleagues 2
Brand 1
Professionalism 2



3 3
3

2.5

2 2
2

1.5

1
1

0.5

0

Interpretation.

3 employees are proud of their Colleagues, 2 are proud of Citi brand, 1 is of
system and Process, and 3 are of Professionalism and 2 proud of Pay Package.


Space constraint 1
Package 3
HR 1



3
3

2.5

2

1.5
1 1
1

0.5

0
Space Constraint Package HR Dept

Interpretation.

1 employee is unsatisfied with Space Constraint at the work Station, 3 with Pay
Package and1 with Human Resource department.



Department: Support.


Officer 8
Asst Manager 7
Manager 0



Officer

7

8

Asst, Manager

Interpretation.

Out of 15 employees 8 are employees are Officers, and remaining 7 employees
are Managers.


Very good, Great. 3
Challenging 1
Ok 2



2
3

Very Good, Great

Challenging
1

Good, Satisfactory

Ok

9

Interpretation.

Out of 15 employees 3 view their job as Very Good, 1 as challenging, 9 as Good
and Satisfactory and remaining 2 views their job as OK...


Product Training 2
Departmental training 2
None 1



3
3

2.5

2 2
2

1.5

1
1

0.5

0
Product Training Department Other Department None
Training Training

Interpretation.

Out of 15 employees 2 employees have demanded for Product Training, 2 have
demanded for Departmental Training, 3 for other departmental Training and 1 employee
is satisfied from their present knowledge. Remaining 7 have not replied for the question.

4. What additional activities do you require for employee satisfaction? & How
often?

Particulars month months quarter year
Outbound 5 2 0 2 1
Workshops 3 1 0 1 0
Sports 2 2 4 1 0
Others 0 2 2 1 0



5
4.5
4
3.5
3
2.5
2
1.5
1
0.5
0

Outbound Trainings Work Shops Sports Other

Interpretation.
 For Outbound Training, 5 need the Outbound Training, 2 needs once in a
month, 2 have asked for once in a quarter and 1 has asked for Twice in a year.
 For Workshops, 3 employees need the Workshop, 1 demanded for once a
month, and 1 asked for once in six months.
 For Sports, 2 employees need sports activities, 2 needs once in a month and
4 needs once in two months and 1 has asked for once in six months.


Bigger Pantry 7
Job rotation 6
Standardized working hours. 10



10
10
9
8
8
7
7
6
6
5
4
3
2
1
0
Workstation

Interpretation.

working hours.





12

10

8

6

4

2

0

Interpretation.
 For Yoga & Meditation 12 employees rated as Very important, 3 rated as
important and 2 have rated as not necessary to reduce the stress.
 For playing computer Games 1 employee rated as important, 2 has rated as
Necessary and 5 have rated as not necessary to reduce the stress.
 For Having Tea & Coffee 1 employee has rated as very important, 1 as
important, 5 as necessary and 1 has rated as not necessary reduce the stress.
 For Social Welfare activities 1 employee has rated as Very important and
1 rated as important to reduce the stress.

Colleagues 4
Brand 5
Professionalism 2
Package



5
5
4.5
4
4 4
3.5
3
2.5
2
2
1.5
1
1
0.5
0

Interpretation.

4 employees are proud of their Colleagues, 4 proud of Citi brand, 5 of system and
Process, 1 of Professionalism and 2 proud of Pay Package.


Space constraint 6
Package 1



6
6

5

4

3

2
1
1

0
Space Constraint Package

Interpretation.

6 employees are unsatisfied with Space Constraint at the work Station and 1 with
Pay Package.



Findings

DEPARTMENT: CREDIT AND RISK

Ob the basis of Questionnaire method



1. Colleagues are good.
2. Professionalism in the organization.
3. Yoga and meditation can reduce stress and will be added advantage.
4. Company brand name is good.

Ob the basis of Personal Interview method

5. Targets are unrealistic.
6. Training was not effective.
7. Pay package of existing employees is lesser compared to fresher.
8. Over involvement of other departments is more.
9. Supervision is good.

DEPARTMENT: PERSONAL LOANS

On the basis of Questionnaire method

1. Professionalism is best in the organization.



2. Colleagues are good and supportive.
3. Good brand image of the company
4. Yoga and meditation will be helpful in stress management and to do work
better.


5. Targets are unrealistic.
6. Pay package of existing employees is lesser compared to fresher.
7. On the job training is very good.
8. Rewards and recognition are good.
9. Support from other departments is good and satisfactory.

DEPARTMENT: SUPPORT


1. Yoga and meditation can reduce stress and will be added advantage.



2. Company brand name and process are best
3. Supervision is good.
4. Colleagues are good.
5. Professionalism in the organization.


6. Support from other departments is good.
7. On the job training is good.



Suggestions

DEPARTMENT: CREDIT AND RISK




1. Working hours have to be standardized.
2. Working conditions have to be standardized.
3. Out bound trainings have to be conducted once in quarter.
4. Workshops have to be conducted once in quarter.
5. Sports have to be organized once in a month but not on holidays.
6. Picnic, party and fun trips have to be conducted regularly.
7. Yoga and meditation can reduce stress and will be added advantage and
should be conducted often.


8. Human resource in the department has to be increased.
9. Uniformity in Pay package policies is necessary.
10. Employee ideas have to be taken into consideration.
11. Reward & Recognition has to be given importance.
12. Targets have to be realistic and achievable.
13. Improvement in training and development is necessary.
14. Interaction with other departments has to be given importance.
15. Employee relations need more improvement.

DEPARTMENT: PERSONAL LOANS




1. Work environment should be clean and hygiene.
2. Working hours, to be made standardized.
3. Pantry has to be made big.
4. Out bound trainings have to be conducted once in a quarter.
5. Workshops have to be conducted once in a quarter.
6. Sports have to be there in every month but not on holidays.
7. Picnic, party and fun trips have to be conducted every month.

On the basis of Personal Interview method

9. Targets have to be made realistic and achievable.
10. Uniformity in pay package.
11. No work on holidays

DEPARTMENT: SUPPORT




1. Departmental and other departmental trainings have to be given.
2. Pantry has to be made big
3. Work environment should be clean and hygiene.
4. Standardized Working hours
5. Out bound trainings have to be conducted once in a quarter.
6. Workshops have to be conducted once in a quarter.
7. Sports have to be there in every month but not on holidays.
8. Picnic, party and fun trips have to be conducted every month.
10. Job rotation should be in forced to keep the employees enthusiastic.

On the basis of Personal Interview method

12. No work on holidays.



SWOT analysis



SWOT ANALYSIS

STRENGTHS WEAKNESSES

• Good Brand name • Unrealistic targets
• Higher package • Un standardized working
• Coverage hours

• Process and Professionalism • Increasing number of branches

• People with the same targets

• Innovative products

OPPARTUNITIES THREATS

• Boom in the financial sector • Huge competition
• Increasing need for money • Higher rate of interest
• Increasing number of • Hidden costs
customers • Low level of employee
relationship



Contact Details



YOGA AND MEDITATION TRAINNNG CENTERS

ASHWINI YOGA CHIKITSALAYA
SHRI SHANKARA YOG KENDRA
627/98, 2nd Floor, Behind Central Library,
Dr. Rajkumar Road, Rajainagar,
Bangalore-560010
Phone: 080-23353981
Cell: 9886753981
Contact person: Mr. Shankarnarayan Hegde

The Kendra conducts following courses:

1. Basic Courses
Breathing practice, loosening-Up exercises, Suryanamaskar, Asana. Simple
Pranayama and Meditation. Mainly focuses on Physical dimensions of Yoga.

Duration: One month,
Fees: Rs.600/- (every day), Rs.300/- (Alternate days) and Rs.150/- (one week
intensive)

2. Advanced Courses
Advanced Pranayama, Meditation etc
Fees: Rs.1000/- per month.

3. Spiritual Practices
Yogic practices based on chanting, bhajans.
Fees: Rs.1000/- per month.



SWAMI VIVEKANANDA PUBLIC TRUST
No: 106, 1st floor ‘G’ Main Street,
Jogupalya, Halasuru,
Bangalore-560008
Tel: 080-25573388
Cell: 9243100278
Contact person: Mr. Suguru Tippeswmy

Courses on
• Pranayama
• Yoga
• Nidra
• Yogasanas
• Meditation
• Kriyas
• Surya namaskar
• Kundilini

Duration: 2 Days, i.e.12 hours (6+6).
Fees: Rs.4000/-per group
(Group consists of maximum 30members)



OM YOGA PRATISTANA
No: 3203, Behind Akshay Bakery,
6th cross, Gayatrinagar,
Bangalore: 560021
Phone: 080-23320542
Cell: 9844259436
Contact person: Mr. Prahlad

Courses conducted by the center.

• Yama
• Niyama
• Asanas
• Pranayama
• Meditation
• Samadhi

Duration: one week (Two hours a day)
Fees: Rs.50/- per participant per Day.



WORKSHOPS TRAINING CENTRES.

PLUS POINT,
No: 19A/3, 1st cross, 1st main
Jayamahal
Bangalore: 560046
Contact no: 9448385076
Contact person: Ms. Vineeta

Workshops on...
• Personal hygiene
• Improving self confidence
• Confidence building
• Stress management
• Distress and relaxation
• Grooming
• Body posture and care
• Fitness

Duration: 2 days (8 hours a day)
Fees: Rs.750 per head, or
Rs.15000 per plot (Maximum 30 trainees)



SWAMI VIVEKANANDA PUBLIC TRUST
No: 106, 1st floor ‘G’ Main Street,
Jogupalya, Halasuru,
Bangalore-560008
Tel: 080-25573388
Cell: 9243100278
Contact person: Mr. Suguru Tippeswmy

Workshops on
• Personality development
• Success strategies
• Goal setting and accomplishment
• Stress management
• Self confidence
• Motivating strategies
• Creativity
• Positive mental attitude
• Time management
• Human relations
• Dynamic relaxation

Duration: 2 Days, i.e.12 hours (6+6).
Fees: Rs.4000/-per group (inclusive of course materials)
(Group consists of maximum 30members)



OUTBOUND TRAINING CENTRES

CARE (Center for Adventure and Rejuvenation of Environment)
No: 1, 3rd floor, 18th cross
Malleshwaram
Bangalore-560003
Tel: 080-51281478
Cell: 9845695350
Contact person: Mr. M. K. Sheshadri

CARE conducts…
• Trekking
• Para Monitoring
• Wilderness Camps
• Island Adventures
• Rock climbing
• Cave Exploration
• White Water Rafting

Fees: Rs.1500/- per day per participant
(Fees are inclusive of hiring of equipment fees, forest rent etc)



SHREYAS-A journey of self-discovery
Santoshima Farm, Gollahalli Gate,
Nelamangala,
Bangalore-562123
Tel: 080-27737102, 03
Cell: 9945062888, 9945045250
Contact person: Mr. N. Balaji

SHREYAS conducts

• Yoga and meditation
• Works shops
• Trekking etc
• Out bound training.

Fees: Depends upon the courses, duration and accommodation
(Plus 10% service tax and 13% Government taxes)



Initial data regarding extra
activities from the
competitors
And
Software companies



DAYS CAN BE CONDUCTED IN THE OFFICE

1. Tapori Day.

2. Hawaii Day, (Special Dress of the Hawaii countries)

3. English Day, (Dressing like Englishman i.e. Suit with Tie)

4. Mismatch Day (Dressing without matching)

5. Black and White Day. (Dressing Black and White)

6. Kurta day

7. Saree Day

8. FIDO Day (Fun In D Office).

9. Chocolate Day (Distributing Chocolates to all the employees)

10. Presentation Day

o One of the employee will give Power Point Presentation about his or her

interested matter, this will improve presentation skills of employees

11. Thank god Its Friday (Day for Team building activities)

12. Team Building Activity

o Queen or King of Sheba,



Make some group of six people and tell them to do toughest things in short

period like searching for 100 shoes of same color in the office premises only.

13. Friday Blasts (Day for cultural activities)

14. Just Do It Day

o One employee writes the name one the peculiar thing, that has to be

performed by the second person, in the last a person has to do the same

which he has written but it should not be disclosed to him before writing

15. Dinner day (Having Dinner together, may be on own expenses)

16. Fruit Day (Preparing juice with seasonal Fruit and distributing to all employees)

17. Family Day (Bring all family together of all employees)

18. Rose Day (one Employee giving rose to another)

19. Sweet Day (Distributing Sweet of the month)

20. Fish Pond day (All the employees will put their ideas on a box and on weekend

the selected idea will be implemented)



Limitations of the study



LIMITATIONS OF THE STUDY

1. The survey is restricted to only Head office of Karnataka

2. Due to shortage of time (60 Days) practical sessions on Yoga meditation,
workshops were not conducted

3. Findings are based on assuming that all employees have truly and honestly
answered.

4. Concentrated more on the official works.



Conclusion



CONCLUSION

1. Level of satisfaction of employees in the organization is good, more and more
additional activities have to be conducted to keep them motivated.

2. Yoga and Meditation are the effective tools to reduce the stress; employees will
be benefited if the training is given to them.



Bibliography



BIBLIOGRAPHY

1. Organizational Behavior.
- Udai Pareek.
2. Organizational Behavior
- Stephen Robins.
3. Human Resources management.
- K S Ashwatappa
4. Human Resources management.
- C B Memoria
5. www.citifinancial.com
6. www.Citigroup.com



Annexure



------------------------Thanks for your valuable time------------------------


A project report on activities to maximize employee satisfaction of citi financial employees

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