iocl report by anupam

8/4/2019 Iocl Report by Anupam

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AMITY UNIVERSITY, RAJISTHAN Page 1

PROJECT REPORT

ON

EMPLOYEE SATISFACTION INDEX

IOCL, MATHURA REFINERY

Under Guidance Of: Submitted By:

Mr A.K. Sinha ( CHRM) Anupam Sharma

MBA IIIrd Sem


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DECLARATION

I hereby declare that the report titled Employee Satisfaction Index is a

bonafide record of the summer project done by me for Indian Oil Corporation

Limited during the period of 1 June 2011 TO 15 JULY 2011 as part of my

MBA program at AMITY UNIVERSITY RAJISTHAN. This study has been

undertaken in partial fulfillment of the requirement for the award of MBA

I also declare that this report has not been submitted in full or part thereof, to

any other university or institutions for the award of any degree or diplomafellowship or for similar titles or prizes.

Date: Anupam Sharma

Place: MBA


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CERTIFICATE

This is to certify that the study presented by Anupam Sharma to the Indian

Oil Corporation Limited, in part completion of the MBA course under the

title Employee Satisfaction Index has been done under the guidance

of MR. PANKAJ JAIN

The project is in the nature of original work that has not so far been su bmitted

for any program of AMITY UNIVERSITY RAJ. or any other University /Institute or Organisation. References of work and related sources have been

mentioned in the chapter of Bibliography.

Signature of the Guide Signature of the HOD

MR. PANKAJ JAIN


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ACKNOWLEDGEMENT

Surpassing milestones towards a mission sometimes gives us such a degree of

jubilance that we tend to forfeit guidance and help extended by the people to

whom the success of mission is solely dedicated.

It was a great learning experience for me working in such a big organization. I

would like to take this opportunity to pay gratitude towards the efforts of all

those without whom it would not have been possible to accomplish this project.

I am highly indebted to my Reporting Officer Mr. A.K.SINHA (CHRM),

company guide Mr. Raj Thankan (Sr. officer, Admin. & welfare), facultyGuide, MR. PANKAJ JAIN for their expert and valuable advice and guidance

from time to time and enlightening my with ample information and giving a

direction to my project.

I would like to thank them for sparing their valuable time and providing

required information, infrastructure, suppor t and time throughout the project.


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TABLE OF CONTENTS

SNo. Content Page

CHAPTER 1 Industry Summary

1.1 Refineries in India 6

1.2 Brief description of the Mathura Refinery 8

CHAPTER 2 Background of the Company 9

2.1 Vision & Values 11

2.2 Group Companies 12

2.4 Corporate Logo 13

2.5 Businesses 14

2.6 Recognitions 18

CHAPTER 3 Overview: Employee satisfaction 19

3.1 Personnel and Administration Department 20

3.2 Objective 21

3.3 Function 22

3.4 Responsibility 24

CHAPTER4 Nature of Research 25

CHAPTER5 Data Collection & Data Analysis 28

CHAPTER6 Limitations of the Survey 30

CHAPTER 7 Finding & Conclusions 33

CHAPTER 8 Bibliography 39

CHAPTER 9 Annexure 40


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INDUSTRY SUMMARY

Oil and gas overview

The Indian Petroleum industry is one of the oldest in the world, with oil being struck at

Makum near Margherita in Assam in 1867 nine years after Col. Drake's discovery in

Titusville. The industry has come a long way since then. For nearly fifty years after

independence, the oil sector in India, has seen the growth of giant national oil companies in a

sheltered environment. A process of transition of the sector has begun since the mid nineties,

from a state of complete protection to the phase of open competition. The move was

inevitable if India had to attract funds and technology from abroad into our petroleum sector.

The sector in recent years has been characterized by rising consumption of oil products,

declining crude production and low reserve accretion. India remains one of the least-explored

countries in the world, with a well density among the lowest in the world.

REFINERIES IN INDIA

To meet the growing demand of petroleum products, the refining capacity in the country has

gradually increased over the years by setting up of new refineries in the country as well as by

expanding the refining capacity of the existing refineries. As of April, 2009 there are a total of

20 refineries in the country comprising 17 (seventeen) in the Public Sector and 3 (three) in the

Private Sector. The country is not only self sufficient in refining capacity for its domestic

consumption but also exports petroleum products substantially. The total refining capacity in

the country as on 1.10.2009 stands at 179.956 MMTPA. The company-wise location and

capacity of the refineries as on 1.10.2009 is given in Table 1:


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Table 1 S. No. Name of the

company

Location of the

Refinery

Capacity,

MMTPA*

1.

Indian Oil

CorporationLimited (IOC)

Guwahati, Assam 1.00

2. IOC Barauni, Bihar 6.00

3.IOC Koyali, Vadodara,

Gujarat13.70

4.IOC Haldia, West

Bengal6.00

5. IOCMathura,

Uttar Pradesh8.00

6. IOC Digboi, Assam 0.65

7. IOC Panipat, Haryana 12.00

8.IOC Bongaigaon,

Assam2.35

9.

Hindustan

PetroleumCorporation

Limited (HPCL)

Mumbai,Maharashtra

5.50

10.HPCL, Visakh Visakhapatnam,

Andhra Pradesh7.50

11.

Bharat Petroleum

Corporation

Limited (BPCL)

Mumbai,Maharashtra

12.00

12.

BPCL, KochiKochi, Kerala 9.50

13.

Chennai

Petroleum

Corporation

Manali, TamilNadu

9.50


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Limited (CPCL)

14.CPCL,

NagapattnamNagapattnam,Tamil Nadu

1.00

15.

Numaligarh

Refinery

Ltd.(NRL)

Numaligarh,Assam,

3.00

16.

Mangalore

Refinery &

Petrochemicals

Ltd. (MRPL)

Mangalore,Karnataka

9.69

17.Tatipaka Refinery

(ONGC)Tatipaka, Andhra

Pradesh0.066

18.

Reliance

Industries Ltd.

(RIL); Private

Sector

Jamnagar, Gujarat 33.00

19.

Reliance

PetroleumLimited (SEZ);

Private Sector

Jamnagar, Gujarat 29.00

20.

Essar Oil Limited

(EOL); Private

SectorJamnagar, Gujarat 10.50

TOTAL 179.956


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2. EXPANSION OF EXISTING REFINERIES

Capacity expansions planned during XIth Five Year Plan has been indicated in Table 2.

Table 2 S.NO. Name of thecompany

Location of theRefinery

Increase inCapacity(MMTP

A)*

1.

Indian Oil

Corporation

Limited (IOCL)

Panipat,

Haryana3.0

2.IOCL

Haldia,

West Bengal

1.5

3.

Hindustan

Petroleum

Corporation

Limited (HPCL)

Mumbai,

Maharashtra2.40

4.

Hindustan

Petroleum

Corporation

Limited (HPCL)

Visakhapatnam,

Andhra Pradesh

2.50

5.

Chennai

Petroleum

Corporation

Limited (CPCL)

Manali,

Tamil Nadu1.60

6.BPCL, Kochi

Refineries Ltd.

Kochi,

Kerala2.0

7.

Mangalore

Refinery &

Petrochemicals

Ltd. (MRPL)

Mangalore,

Karnataka5.31


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8.

Oil & Natural

Gas Corporation

Limited (ONGC)

Tatipaka,

Andhra Pradesh0.066

9. Essar OilLimited

Vadinar,

Gujarat5.50

TOTAL 23.876

3. NEW REFINERIES

New grassroots refineries coming up during the XIth Five Year Plan is indicated in Table:

S.No. Name of the Company Location of the

Refinery

Capacity

(MMTP

A)

1. Indian Oil CorporationLimited (IOCL)

Paradip, Orissa 15

2. Bharat Oman RefineriesLimited (BORL)

Bina, MadhyaPradesh

6

3. Hindustan Mittal EnergyLimited (HMEL)

Bathinda,Punjab

9

4. Essar Oil Limited, (EOL) Jamnagar,Gujarat

18

5. Nagarjuna Oil

Corporation Limited

(NOCL)

Cuddalore,

Tamil Nadu6

Total 54


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BACKROUND OF THE COMPANY

INDIAN OIL CORPORATION

LIMITED

Indian Oil Corporation Ltd. is India's largest company by sales with a turnover of Rs.

271,074 crore and profit of Rs. 10,221 crore for the year 2009-10.

IndianOil is the highest ranked Indian company in the latest Fortune Global 500

listings, ranked at the 125th position, With a market capitalisation of Rs. 75,000 crores.

IndianOil's vision is driven by a group of dynamic leaders who have made it a name to

reckon with. Established as an oil marketing entity on 30th June 1959, Indian Oil

Company Ltd. was renamed Indian Oil Corporation Ltd. on 1st September 1964

following the merger of Indian Refineries Ltd. (established in August 1958) with it. The

integrated refining & marketing entity has since grown into the countrys largest

commercial enterprise.


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The company covers the entire hydrocarbon value chain from refining, pipeline

transportation and marketing of petroleum products to exploration & production of crude

oil & gas, marketing of natural gas, and petrochemicals. IndianOil and its subsidiary

(CPCL) accounted for over 48% petroleum products market share, 34.8% national

refining capacity and 71% downstream sector pipelines capacity in India. IndianOil is

currently investing Rs. 47,000 crore in a host of projects. The IndianOil Group of

companies owns and operates 10 of Indias 20 refineries with a combined refining

capacity of 65.7 million metric tonnes per annum. IndianOils cross-country network of

crude oil and product pipelines, spanning 10,899 km and the largest in the country, meets

the vital energy needs of the consumers in an efficient, economical and environment-friendly manner.


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CORPORATE OVERVIEW


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Values

Indianoil nurtures the core values of Care, Initiative, Passion & Trust across the

organization in order to deliver value to its stakeholders.

CareStands for :- Concern, Empathy, Understanding, Co-operation, Empowerment.

InnovationStands for :- Creativity, Ability to learn, Flexibility, Change.

PassionStands for :- Commitment, Dedication, Pride, Inspiration, Ownership, Zeal &

Zest.

Trust Stands for :- Delivered promises, Reliability, Dependability, Integrity,

Truthfulness, Transparency.

Objectives & Obligations

OBJECTIVES:-

y To serve the national interests in oil and related sectors in accordance andconsistent with Government policies.

y To ensure maintenance of continuous and smooth supplies of petroleum products by way of crude oil refining, transportation and marketing activities and to

provide appropriate assistance to consumers to conserve and use petroleum

products efficiently.

y To enhance the country's self-sufficiency in crude oil refining and build expertisein laying of crude oil and petroleum product pipelines.

y To further enhance marketing infrastructure and reseller network for providingassured service to customers throughout the country.


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y To create a strong research & development base in refinery processes, productformulations, pipeline transportation and alternative fuels with a view to

minimizing/eliminating imports and to have next generation products.

yTo optimise utilisation of refining capacity and maximize distillate yield andgross refining margin.

y To maximise utilisation of the existing facilities for improving efficiency andincreasing productivity.

y To minimise fuel consumption and hydrocarbon loss in refineries and stock lossin marketing operations to effect energy conservation.

y To earn a reasonable rate of return on investment.y To avail of all viable opportunities, both national and global, arising out of the

Government of Indias policy of liberalisation and reforms.

y To achieve higher growth through mergers, acquisitions, integration anddiversification by harnessing new business opportunities in oil exploration &

production, petrochemicals, natural gas and downstream opportunities overseas.

y To inculcate strong core values among the employees and continuously updateskill sets for full exploitation of the new business opportunities.

y To develop operational synergies with subsidiaries and joint ventures andcontinuously engage across the hydrocarbon value chain for the benefit of society

at large.

Obligations

y Towards customers and dealers:- To provide prompt, courteous and efficientservice and quality products at competitive prices.

y Towards suppliers:- To ensure prompt dealings with integrity, impartiality andcourtesy and help promote ancillary industries.

y Towards employees:- To develop their capabilities and facilitate theiradvancement through appropriate training and career planning. To have fair

dealings with recognised representatives of employees in pursuance of healthy

industrial relations practices and sound personnel policies.


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y Towards community:- To develop techno-economically viable and environment-friendly products. To maintain the highest standards in respect of safety,

environment protection and occupational health at all production units.

y Towards Defence Services:- To maintain adequate supplies to Defence and otherpara-military services during normal as well as emergency situations.

Financial Objectives

y To ensure adequate return on the capital employed and maintain a reasonableannual dividend on equity capital.

y To ensure maximum economy in expenditure.y To manage and operate all facilities in an efficient manner so as to generate

adequate internal resources to meet revenue cost and requirements for project

investment, without budgetary support.

y To develop long-term corporate plans to provide for adequate growth of theCorporations business.

yTo reduce the cost of production of petroleum products by means of systematiccost control measures and thereby sustain market leadership through cost

competitiveness.

y To complete all planned projects within the scheduled time and approved cost.


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Group Companies

Expanding Horizons IndianOil is currently metamorphosing from a pure sectoralcompany with dominance in downstream in India to a vertically integrated,

transnational energy behemoth. The Corporation is already on the way to

becoming a major player in petrochemicals by integrating its core refining

business with petrochemical activities, besides making large investments in E&P

and import/marketing ventures for oil&gas in India and abroad.

FOLLOWING ARE THE GROUP COMPANIES

1.Lanka IOC PLC

2.IndianOil (Mauritius) Ltd.

3.IOC Middle East FZE

4.Chennai Petroleum Corporation Ltd. (CPCL)


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5.IndianOil - CREDA Biofuels Limited

CORPORATE LOGO

Use of IndianOil logo: The registered logo of IndianOil is:-

However, whenever the logo is not accompanied by the full name "Indian Oil

Corporation Limited", the lettering "IndianOil" in two colours may be incorporated under

the logo. The word "IndianOil" when incorporated in running matter should continue to

be used as one word with the letter "I" and "O" in capitals as shown. It should be in single

colour(Dark Blue) and not in two colours.

The significance of the logo: The IndianOil logo essentially has the following

elements:

y A saffron coloured circle/globey Enclosed by a dark blue coloured outer ring and a dark blue coloured band across

on which is written the name IndianOil in Devanagri script

The saffron circle represents energy as a derivative of the Sun, connoting life and

the future. The dark blue outer ring and the horizontal band symbolize technology

for harnessing this energy.


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50 Golden Years in the Service of the Nation

Indias flagship national oil company and downstream petroleum major, Indian

Oil Corporation Ltd. (IndianOil) celebrated its Golden Jubilee during 30th June -

1st September 2009. The following Logo was adopted on that occasion.


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BUSINESS

1.

Refining IndianOil controls 10 of Indias 20 refineries. The group refining capacity

is 65.7 million metric tonnes per annum (MMTPA, .i.e. 1.30 million

barrels per day approx.) the largest share among refining companies in

India. It accounts for 34.8% share of national refining capacity.

2. Pipelines Indian Oil Corporation Ltd. operates a network of 10,899 km long crudeoil, petroleum product and gas pipelines with a capacity of 75.26 million

metric tonnes per annum of oil and 10 million metric standard cubic meter

per day of gas.


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3. Marketing

IndianOil has one of the largest petroleum marketing and distribution

networks in Asia, with over 35,000 marketing touch points. The

countrywide marketing operations are coordinated by 16 State Offices and

over 100 decentralised administrative offices.

4. Research & Development Centre

With emphasis on development and speedy commercialisation of globally

competitive products, processes and technologies, the focus has now

shifted from R&D to RD&D (Research, Development & Deployment).

The R&D Centre continues to provide significant support to the IndianOil

Group refineries in product quality improvement, evaluation of catalysts

and additives, health assessment of catalysts, material failure analysis,troubleshooting and in improving overall efficiency of operations.


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5. Petrochemicals The Corporation is envisaging an investment of Rs 30,000 crore in the

petrochemicals business in the next few years. Beginning with a low-

investment, high-value projects such as Methyl Tertiary Butyl Ether

(MTBE) and Butene-1 at Gujarat Refinery, Vadodara, IndianOil has set up

a world-scale Linear Alkyl Benzene (LAB) plant at Gujarat Refinery and

an integrated Paraxylene/Purified Terephthalic Acid (PX/PTA) plant at

Panipat.

6. Natural GasWith 12.5% equity in Petronet LNG Limited (PLL), IndianOil has

marketing rights for 30% quantity of the LNG (Liquefied Natural Gas)

procured by PLL from RasGas, Qatar under the long term agreement. The

Corporation entered the Natural Gas business in March 2004. Since then,

by leveraging its inherent strengths and countrywide reach, IndianOil has

significantly enhanced its customer base. In the year 2009-10, it clockedsales of 1.683 MMTPA (million metric tonnes per annum).


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7. E & PTo enhance upstream integration, IndianOil has been pursuing exploration

& production activities both within and outside the country in

collaboration with consortium partners. The overseas portfolio includes

eleven blocks spanning Libya, Iran, Gabon, Nigeria, Timor-Leste, Yemenand Venezuela. IndianOil is associated with two successful discoveries in

oil exploration blocks, one each in India and Iran. ndianOil also farmed

into an exploration block in Gabon along with Oil India Ltd. (OIL) as the

operator. In addition, the IndianOil-OIL combine has acquired

participating interest in a block in Nigeria. IndianOils domestic portfolio

includes 11 oil and gas blocks and 2 CBM blocks in India including 2

blocks awarded to IOC and its consortium partners under NELP-VIII.


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Recognitions

Amongst the many recent distinctions achieved by IOCL, some of them are as follows :-

(Data from the last three years)


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2011

IndianOil in Top 10 Indian Companies in Forbes Global2000 compiled by Forbes magazine for the year 2011.Ranked at the 243rd position, IndianOil stands in the TopTen of the 57 Indian companies figuring in the list.New Delhi, April 25, 2011

IndianOil in Top Ten of the Most Recognised & RespectedIndian MNCs of global recognition rankings, compiled byPenn Schoen Berland (PSB) - 8th position.New Delhi, April 07, 2011

2010

IndianOil tops the Fortune India 500 Rankings Withrevenues pegged at Rs. 266301.52 crore and a netoperating income of Rs. 253459.99 crore.New Delhi, December 09, 2010

IndianOil in top five in Business Indias Super 100rankings, at the third position (overall rank) with a marketcapitalisation of Rs. 99,886 crore for 2009-10.New Delhi, November 26, 2010

2009

IndianOil in top five in Business Indias Super 100 rankingfor the year 2009, despite the financial turmoil in the oil &gas sector especially during the last year

New Delhi, December 07, 2009 IndianOil tops ET 500 ranking of India's corporate giants

for the year 2009New Delhi, November 25, 2009


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Management of the Company

The Management of the Company is vested with the Board of Directors. In terms of theArticles of Association of the Company, the Board of Directors can have minimum three

Directors and maximum Seventeen Directors. There are Eight whole time Functional

Directors including the Chairman, Three part-time Non-executive nominee Directors

from the Ministry of Petroleum & Natural Gas, Govt. of India, Five Part-time Non-

Executive Directors and one part time non-executive nominee from ONGC. The Board

has constituted various committees with specific powers and distinct roles and

responsibilities. The names of the Board of Directors can be accessed on the Company

website www.iocl.com .

The meetings of the Board of Directors and Committees of the Board are not accessible

for public. Similarly the Minutes Books of the Board of Directors and Committees of the

Board are not open for inspection by public.

Company Hierarchy & Decision MakingThe decisions making process of the Company follows the following Channel

BOARD OF

DIRECTORS

CHAIRMAN

FUNCTIONAL

DIRECTORS

EXECUTIVES


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Overall management of the Company is vested with the Board of Directors of the

Company. The Board of Directors is the highest decision making body within the

Company.

As per the provisions of the Companies Act, 1956 certain matters require the approval of

the shareholders of the Company in General Meeting.

The Board of Directors is accountable to the shareholders of the Company, which is the

ultimate authority of a Company. IndianOil being a Public Sector Enterprise (PSE), theBoard of Directors of the Company is also accountable to Government of India.

The day-to-day management of the Company is entrusted on the Chairman and the

Functional Directors and other Officers of the Company. The Board of Directors has

delegated powers to the Chairman, Functional Directors, who have in turn

delegated powers to the Executives of the Company through Delegation of Powers. The

Chairman, Functional Directors and other officers exercise their decision-making powers

as per this delegation of powers.

The Chairman, Functional Directors and other Executives are accountable to Board of

Directors for proper discharge of their duties & responsibilities.

The powers, which are not delegated are exercised by the Board of Directors subject to

the restrictions and provisions of the Companies Act, 1956.

The Norms Set for Discharge of Functions


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The Company has well defined procedures and guidelines in the form of delegation of

powers, laid down policies and guidelines, manuals, compliance of provisions of various

statutes, rules and regulations, guidelines of Department of Public Enterprises, guidelines

of Chief Vigilance Commission, listing Agreement of Stock Exchanges and rules andregulations of SEBI for smooth operations of the Company.

Company Manpower

Indian Oil Corporation Ltd.

Manpower as on 31st

December 2010

Grade Total

Workmen

VIII 6369

VII 1355

VI 3544

V 3763

IV 3774

III 599

II 61

I 244

Total 19709

Officers

I 67

H 144

G 478

F 1101

E 1276

D 1652

C 2915

B 2697

A 4314

Total 14644


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Grand Total 34353

As on 31.12.2010

BRIEF DESCRIPTIONS OF THE MATHURA REFINERY

Mathura Refinery (Uttar Pradesh) Indian Oil Corporation Limited

(IOCL)

The Mathura Refinery with capacity of 6.00 MMTPA was set up at a cost of RS.253.92

crores. The Refinery was commissioned in January, 1982 excluding FCCU and Sulphur

Recovery Units which were commissioned in Jan, 1983. The refining capacity of this

refinery was expanded to 7.5 MMTPA in 1989 by debottlenecking and revamping. A

DHDS Unit was commissioned in 1989 for production of HSD with low sulphur content

of 0.25% wt. (max.). The present refining capacity of this Refinery is 8.00 MMTPA.

Once through Hydrocracker (OHCU) project was commissioned in July 2000 as

additional secondary processing unit. For meeting diesel and Motor Spirit quality, Diesel

Hydro Treater (DHDT) and Penex units were commissioned in May2005 and June2005

respectively. MS quality upgradation project for treatment of FCCU gasoline is under

implementation for meeting the quality requirement of Motor Spirit.


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EMPLOYEE SATISFACTION : AN OVERVIEW

Employee satisfaction is the terminology used to describe whether employees are happy

and contented and fulfilling their desires and needs at work. Many measures purpose that

employee satisfaction is a factor in employee motivation, employee goal achievement,

and positive employee morale in the workplace.


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Employee satisfaction, while generally a positive in your organization, can also be a

downer if mediocre employees stay because they are satisfied with your work

environment.

Factors contributing to employee satisfaction include treating employees with respect,

providing regular employee recognition, empowering employees, offering above

industry-average benefits and compensation, providing employee perks and company

activities, and positive management within a success framework of goals, measurements,

and expectations.

Employee satisfaction is often measured by anonymous employee satisfaction surveys

administered periodically that gauge employee satisfaction in areas such as:

y management,y understanding ofmissionand vision,y empowerment,y teamwork,y communication, andy coworkerinteraction.

The facets of employee satisfaction measured vary from company to company.

A second method used to measure employee satisfaction is meeting with small groups of

employees and asking the same questions verbally. Depending on the culture of the

company, either method can contribute knowledge about employee satisfaction to

managers and employees.

Exit interviews are another way to assess employee satisfaction in that satisfied

employees rarely leave companies.

PERSONNEL AND ADMINISTRATION DEPARTMENT


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OBJECTIVES, FUNCTIONS & RESPONSIBILITY

Objectives :

The primary objectives of the personnel department are :-

y Design and develop an organizational structure with well-defined relationshipscommensurate with the business plans and corporate strategies.

y Promote and develop cooperative attitude amongst employees by fosteringharmonius relations at all inculcate sense of belonging.

y Evolve progressive and pragmatic personnel policies, procedures and practicesand ensure its uniform interpretation and judicious implementation.

y Develop the capability and proficiency of employees and their advancementthrough appropriate training and continuous knowledge updation to face

corporate challenges and new technologies.

y Promote and inculcate the culture of employees participation in management.y Ensure compliance of social and statutory obligation and government directives.y Inculcate productivity consciousness amongst employees.

The Personnel department will direct its activities through three channels :

1. Service to workers : To motivate workers to develop sense of responsibilities,goodwill and commitment towards the organization and promote good relations

between one another.

2. Service to the supervisory personnel : To assist this group to understand personnel practices in order to provide leadership and to maintain and develop good

relations with the workers. Service through advice is the keynote and it is

expected that the normal line of authority will not be inferred with.

3. Service to Management : To assist the management in the development andformulation of sound policies related to personnel matters in the organization as a

whole to interpret the organizations personnel policies to ensure the uniform


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application of personnel practices by all departments and to co-ordinate the

practices of different sections, to organize training facilities for personnel work

and generally to keep the management informed of all current development in

regard to measures that are to be complied with as a matter of legal obligation andother measures useful for promoting good management. The primary functions at

this level will be to provide information and generally to assist in the development

of social skills of the managerial class with emphasis on the human aspect in

industry.

Functions :

a) Planning Manpower Requirement Estimating vacancies Recruitment to seek and attract.b) Organizing the manpower resources Oraganizational planning to determine the organizational structure and manpower

needed to effectively meet the company objectives.

Selection Classification of employeesc) Staffing Induction Transfers and promotions Manpower development Trainingd) Motivation Job analysis Recreation Communication Collective Bargaining Employee Discipline


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Performance evaluation Employee Counseling Safety

Medical Services Precautious and Securities Personnel Research Grievance handlingResponsibilities :

It will not be responsibilities of personnel department at R&P HQ formulate, under the

overall direction of D (R&P), The R&P divisions personnel policies and programmes

and to communicate the same to the units, Personnel department at R&p HQ and counsel

to other departments of personal matters.

Personnel management essentially being a staff function, personnel departments role

will be that of a staff department with emphasis on its advisory character in all matters

connected with personnel activities expect in respect of the promotion of welfare

measures which will also be responsible for ensuring compliance with the provisions of

various labour laws and other statutes

ADMINISTRATION

At MR personnel department and administration department are merged and there

working are done simultaneously under one head.

OBJECTIVES, FUNCTIONS & RESPONSIBILITIES

The objectives, functions and responsibilities of the administration department at the

refinery are as below:

Objectives :


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y The primary objective of the department is to assist the management inimplementation and execution of various administration decisions taken by the

board of directors of corporation. For this purpose it act as a secretariat of as

service department and provides required assistance in general administrative,welfare, security and safety matters to the refinery as well as to the other

departments of the headquarters.

y The department maintains various records and handles correspondence with theministry. Government agencies parliamentary bodies and other such organization

in order to develop coordination and it is the important task of the department.

y The department also orders assistance no refinery and various other departmentsat the Mathura refinery in maintaining liason with various ministeries of the

government of India Lok sabha etc.

Functions :

The main functions of administration department at Mathura refinery are as follows :

a) Policy matters Delegation of powers

Implementation of boards decesions Administration of house building advance, conveyance advance,

reimbursement of conveyance expenses etc.

Issue of uniform Office and residential accommodation Furniture on hire Disposal of unserviceable materials including vehicles Maintenance of records Transport facilities

b) Coordination Reports to ministry on projects under construction. Reply to parliament question


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Furnishing information required by department of department of publicenterprises, estimates committee, parliament committee on public

undertaking and other such committee.

c)

Legal matters Processing of contracts and agreements Land house acquisition matters Office services contracts Bonds and mortgage deals Lease agreements Liaisons with solicitators for obtaining legal advice.

d) General administration House keeping of office space Dak receipt distribution & dispatch Rail & Air booking Control of staff cars including maintenance Transportation Duplication work Office furniture & equipment Stationery & stores Arrangement for foreign tours Allotment of office space Maintenance & administration of guest house, transit campus etc. Lodging arrangement for officers on tour Communication services maintenance

e) Civil defence, security & safety Territorial army Security measures in refinery units Induction of CISF Civil defence measures Office security including issue of identity cards Fire fighting


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f) Welfare activities Maintenance & administration of holiday homes for workers Canteen

Sports Recreation & excursion

g) Maintenance of assets Servicing and maintenance of office equipments like lifts, AC rooms &

water coolers, franking machines, calculators, vehicles, tuplication

machines, photo copies.

Operation and maintenance of electrical installation, water supply, waterstorage tanks neon signs etc.

Maintenance of office building and company owned and leased residentialaccommodation.

Communication services like fax, telex, teleprinter, P&T telephones,speech circuit, intercom etc.

h) Hindi cell Implementation of the provision of the official language act and

instructions issued by the government of india.

Providing guidelines and assistance in encoveraging correspondence inHindi.

Translation of documents like manuals handovers contracts resolutionsgeneral orders etc.

Organization of Hindi classes. Coordination of work relating to implementation of provisions of official

language act.


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NATURE OF RESEARCH

Title of the Study :

Employee Satisfaction Index

Objective of Research:-

The main objective of the study is to identify The satisfaction index of employees of IOCL,

Mathura Refinery regarding the services provided by the HR department.

Following aspects have been kept in mind:-

To identify the existing services provided by the HR department to the employees inMathura Refinery.

To Access the satisfaction level of employees for present services provided by the HRdepartment.

To Find out the area of problems related with present services provided by the HRdepartment.

To identify the variation of employee satisfaction on the category basis and to find outthe category in which the satisfaction level is highest & lowest.

To identify the variation of employee satisfaction with age group and to find out the agegroup in which the satisfaction level is highest & lowest.


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Type of Research :

Exploratory Research:

Exploratory research seeks to discover new relationship, emphasis on discovery of ideas.

A Research design specifies the methods and procedures for conducting a particular

study. It is a map (or) blue print to which the research is to be conducted.

It was exploratory research in nature and which was subjected to the basic information

required by research objectives. A preliminary study and findings was further

consolidated, after detailed conclusion study had been carried out.

We tried to explore each and every aspect during the study and analyze it to come on

specific conclusion and certain recommendations to increase the effectiveness and

satisfaction level.

RESEARCH PLAN

Primary Data:

Primary data was collected through Questionnaires, short and structured interviews,

observations. A brief questionnaire focused to collect the relevant information was

prepared. The respondents were asked to fill up this questionnaire. Few respondents were

interviewed independently. The data gathered through these questionnaires was analyzed

using different statistical tools to judge the target audience opinion and other Major

factors.


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Secondary data:

Secondary data were collected through internet, magazines, news papers, various

editorials etc.

Sampling:

Sampling technique used was Convenience sampling, which is a non-probability

sampling method. The convenience factors were the availability and approachability of

the respondents.

Research Instrument:

We conducted the survey with the help of questionnaire for employee survey, brief

interviews and own observations.

Structure of Survey:

Structure of survey was like direct interview where we approached the employees

directly. First made them Understand about the objective of study and then gave them

questionnaire to fill, we had been clearing the doubt of audience during filling of thequestionnaire. We decided the target audience as per our convenience.

Data analysis method: Graphical Method.


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Data Analysis & Interpretation

Total Sample of Respondents is 100 employees of IOCL , Mathura

Q.1 (a) How do you find the procedure for the sanction of loans and advances for

the conveyance

Percentage response of total respondents

Most of the employees found the procedure for sanction of loans and advances for

conveyance satisfactory i.e. around 85% found it easy.

25%

40%

26%

9%

Total percentage response of respondents

Veryeasy Easy moderate Difficult


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Q.1 (b) How do you find the procedure for the sanction of loans and advances for

the HBA.

65% employees are satisfied with the procedure of sanction of loans and advances

for HBA but 25% respondents feels that there is a scope of improvement.

Q.1 (c) How do you find the procedure for the sanction of loans and advances

and advances for the furniture?

Most of the employees are satisfied with the procedure for sanction of loans and

advances , 83 % employees found it easy.

25%

40%

26%

9%


Veryeasy Easy moderate Difficult

14%

48%

34%

4%


Excellent verygood good poor


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Q.2 (a) How will you rate the cleanliness in canteen.

Around 64% of employees feels are not much satisfied with the cleanliness of the

canteen and 15% found it poor in cleanliness.

Q2. (b) How will you rate following the quality of food provided in the canteen?

32% employees are highly satisfied with the quality of food , 51% found quality is

okay and around 17%feel that it is of poor quality made.

14%

48%

34%

4%


Exc

ell

ent verygood good poor

14%

48%

34%

4%




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Q.2 (c) How will you rate following the quantity of food provided in the canteen?

60% of respondents find that quantity of food provided is satisfactory but 35% of

respondents feel that, it can be better.

Q.2 (d) How will you rate the food menu provided in the canteen?

Around 76% of respondents are satisfied with the variety of food provided on

Weekdays.

14%

48%

34%

4%


Exc

ell


14%

48%

34%

4%




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Q2. (e) How do you find the promptness of services?

Most of the employees are moderately satisfied with the promptness of services and

feels it can be made better.

Q.3 How do you find the response of time-office in solving salary related queries?

Employees are not much satisfied with the response of time office in solving salary

related salary, 61% of employees are dissatisfied with it.

14%

48%

34%

4%


Exc

ell


14%

48%

34%

4%




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Q.4 Are you satisfied with the transport facilities provided to you and your

dependents?

Around 52% of employees are satisfied with the transport facility but 23% feels that

there is a need of improvement.

Q.5 Are you satisfied with the training facilities provided by company?

Only 30% of the employees are satisfied with the training facilities provided to

them, 28 % found it of average quality and 42%strongly feels the need for

improvement.

14%

48%

34%

4%



14%

48%

34%

4%




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Q.6 How do you find the response of HR department about transparency in HR

rules and policies?

Only 33% of the employees are satisfied that hr department is transparent in their

rules & policies. 26% feels that hr department is not transparent in its rules &

policies.

Q7 (a) Rate the response time by HR department for the processing of leaves

applications?

Most of the employees are satisfied with the response time of hr dept. for leave

Processing. 82% employees feel that the processing is quick.

14%

48%

34%

4%



14%

48%

34%

4%




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Q7 (b) Rate the response time by HR department for processing of LTC

applications.

Majority of employees are satisfied with the response time of hr deptt for LTC

Processing, 80% employees feel that the processing is quick.

Q7 (c) Rate the response time by HR department for processing of Ticket booking

applications?

61% of the employees are satisfied with the processing of ticket booking, but 12% of

the employees found it slow .

14%

48%

34%

4%



14%

48%

34%

4%




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Q.7 (d) Rate the response time by HR department for processing of application for

reimbursement of membership fee for joining professional institutes/societies?

63% of the employees found the processing of application for reimbursement of

membership fee is quick , 30% of the employees found it moderate.

Q7. (e) Rate the response time by HR department for processing of application for

grant of incentives for higher qualification?

Around 66% of the employees found the processing of application for grant of

incentives quick, 26% employees found it of moderate quality.

14%

48%

34%

4%



14%

48%

34%

4%




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Q.7 (f) Rate the response time by HR department for processing of application for

meritorious awards to employees children?

Majority of the employees are satisfied with the processing of application for grant

of meritorious awards to employees children , 72% found it quick

Q7. (g) Rate the response time by HR department for processing of applications for

allotment of quarter and barat ghar?

55% of the employees found the processing of application for allotment of quarter

& baratghar quick , but 21% of the employees found the process to be slow.

14%

48%

34%

4%



14%

48%

34%

4%




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Q.8 How do you find the initiatives taken by the HR department in innovation &

implementation of new concepts (like single window system, online processing of

leave/LTC/medical etc.)?

Around 73% of the respondents are satisfied with the initiatives taken by the hr

department in innovation & implementation of new concepts, 16 % employees are

moderately satisfied and 11% found it of poor quality.

Q.9 How will you rate the overall quality of services provided by the HR

department?

14%

48%

34%

4%



14%

48%

34%

4%




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Majority of employees are satisfied with the quality of services provided by the hr

department, i.e.78% found it of good quality.

Q.10 How do you feel the quality of other services provided in township ( like

playground/ park/ club facility/ school administration etc)?

34% of the employees are not satisfied with the quality of service provided in

township , they found it poor. Only 14% found it to be excellent, around 48% found

it to be of average quality

14%

48%

34%

4%




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FINDINGS & CONCLUSION:

yPeople are satisfied with the pay and perks given to them.

y Employees agree that they can fully utilize their knowledge and skills in their jobprofile.

y Employees are satisfied with the working conditions.y People are satisfied with the Promotion policies of IOCL but some improvement

is required after Grade C

y Employees are satisfied with other facilities like LTC, Loans etc.y Officers are reluctant to accept transfers.y Employees are not much satisfied with the welfare facilities like Canteen,

Transportation, and Security facility at township.

y Officers need an improvement in their Performance Appraisal system.


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LIMITATIONS OF SURVEY

y Respondents sometime may not give right, true information whilefilling questionnaire or during interview due to many reasons like

unawareness, miss-understanding, casual approach towards questions.

y We may not be able to extract true and correct information fromrespondents as we were not sufficiently trained about research.

y The sample size may not be the representative of the whole or majorityof the population.

y Missing data which comes in three varieties: people who refuse toparticipate (the issue of response rates), questions that are left

unanswered (the issue of item missing values), and (in longitudinal

studies) respondents who are lost to follow-up (the issue of attrition).

y The participants in this survey were not selected at random. Selfselection is likely to introduce a bias into the results.

y Intentional deception, poor memory, or misunderstanding of thequestion can all contribute to inaccuracies in the data.


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Bibliography

y Research methodology by Naresh K. malhotra

y Human resource management by Gary Dessler

y Organisational Behaviour by Stephen P Robbins

y www.iocl.in

y www.citehr.com


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ANNEXURE

QUESTIONNAIRE

This questionnaire is prepared with a sole objective to get your valuable feedback

on the subject, purely for academic interest. Views expressed in the questionnaire

shall be kept confidential, therefore feel free in expressing your views .

Designation: Grade :

Age : Department :

1. How do you findtheprocedure forthesanction ofloansandadvances forthe following:

2. How willyourate followingattributes ofcanteenservices

Veryeasy Easy Moderate Difficult

Conveyance

HBA

Furniture

Excellent Verygood Good Poor

Cleanliness

Quality of

food

Quantity of

food

Foodmenu

Promptness

ofservice


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4. How do you findtheresponse oftime-officeinsolvingsalaryrelated queriesHighlyefficient Efficient Average Inefficient

5. Areyousatisfied withthetransport facilitiesprovidedto youandyourdependantsHighlysatisfied Satisfied OK Needs Improvement

6. Areyousatisfied withthetraining facilitiesprovidedbycompanyHighlysatisfied Satisfied OK Needs Improvement

7. How do you findtheresponse of HR departmentabouttransparencyin HR rules &policies

Highlytransparent Transparent Moderate Nottransparent

8. Ratetheresponsetimeby HR department forprocessing of followingapplications:Very Quick Quick Moderately

Quick

Slow

Leave

LTC

Ticketbooking

Reimbursement ofmembership

fee

Grant ofincentives forhigher

qualification

Meritoriousawardsto

employeeschildren

Allotment of quarter &

Baratghar


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9. How do you findtheinitiativetakenbythe HR departmentininnovation &implementation ofnew concepts (likesingle window system ,onlineprocessing of

leave/LTC/medicaletc.)

Excellent Very Good Good Poor

10.How willyouratethe overall quality ofserviceprovidedbythe HR departmentExcellent Verygood Good Poor

11. How do you feelthe quality of otherservicesprovidedin Township ( likeplayground/park/club facility/schooladministrationetc)

Excellent Verygood Good poor

Thankyou foryourtime & cooperation


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iocl report by anupam

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