INDEX

No. Particular PAGE.NO

Student’s declaration I
Preface II
Acknowledgement III
Executive Summary IV
1 COMPANY INFORMATION 1
1.1 About Sunheart company 1
1.2 Company Profile 2
1.3 Vision 3
1.4 Mission 3
1.5 Values 3
1.6 Growth of the Company 4
1.7 Overview of Indian Market 5
1.8 Overview of Global Market 6
1.9 Factory Photograph 7
2 COMPETITOR’S DETAILS 9
3 PRODUCT PROFILE 13
4 EMPLOYEE SATISFACTION 15
4.1 Definition 15
4.2 Introduction 16
4.3 Importance 16
4.4 Approaches 17
4.5 Factor Affect 18
4.6 Effects of Job Satisfaction 19
5 LITERATURE REVIEW 20
6 RESEARCH METHODOLOGY 24
6.1 Problem of the Study 24
6.2 Objective of the Study 24
6.3 Scope of the Study 24
6.4 Research Design 25
6.5 Data Collection 25
6.6 Sampling Method 25
6.7 Sample Size 25
6.8 Population 26
6.9 Tool of the Data Collection 26
7 Annexure 27
8 Bibliography 30
 V

COMPANY INFORMATION

ABOUT SUNHEART

• SUNHEART - an innovative brand to stir up the industry by providing a wide rang of

quality and stylish tiles at affordable price.

• SUNHEART is the result of the union of the art infrastructure, capable of producing
quality tiles which can be provided at reasonable prices and a knowledgeable and
experienced team of experts, some of whom have been associated with the ceramic
industry for more than 30 year, and have catapulted many brands from the inception
to the very top. The result of such a union is tiles of higher quality available at
reasonably competitive price.

• This combination keeps SUNHEART on the critical edge of any developments in the
industry.

• The man behind Sunheart, Mr. B.G. Varmora, is a well known and celebrated
personality in the ceramic industry. In his career span he has witness all the ups and
downs of leading ceramic brand from their inception to this very day. Top
management at Sunheart comprises of some of the best and most experienced
industry brains that Mr. Varmora has chosen by himself. Mr. Varmora has a vision of
seeing SUNHEART as a product that will be one of a kind in the ceramic industry
and change the perception of the whole ceramic industry.

• The flagship brand of Gujarat based Sunshine Tiles Co. Pvt. Ltd - is a conventional
ceramic product manufacturing unit with inherent traits of superior class production.

• Sunheart Tiles has the capability to fulfill all the demands of the construction industry
in the country, yet maintaining high quality standards and on time delivery to its
distributors and vendor network thus ensuring smooth flow of the entire construction.

1
 Company Profile
In 1995 a visionary who hails from a small village of Gujarat, B.G.Varmora
(better known as Kaka) thought about ceramic tiles and started a company in
Morbi, Gujarat India. The company was called Sunshine Tiles Company Pvt.
Ltd. When he laid the foundation of this company there were only three ceramic
tiles companies in Morbi. SunShine Tiles Company Pvt. Ltd. was the fourth one.
After some years Sunshine earned a prominent position in the tiles industry and
today is more known as a trend setter and market leader.

Sunheart is the sister concern of SunShine Tiles Company Pvt. Ltd. and is just
2 years old. But, in this short period of time, Sunheart has scaled dizzy heights
of success and has carved its own niche in the market. Today there are 7
companies that produce 60,000 sq.mt. of tiles every day. The company has
touched the Rs 300 crore turn over mark and plans to double this figure in the
next 2 years.

Every success story has a secret. Here, in Sunshine Tiles Company, the mantra
for success has been achieving quality and style through constant innovation and
improvement. We have sourced our know-how and technological brilliance from
the ancient ceramic tiles industry in Italy and Spain that dates back to the
12thcentury. The age-old knowledge when combined with our cutting-edge
technology has created brilliance in quality and design. Over the years we have
honed our tile-making skills to perfection. And, today we can proudly pronounce that
Sunshine Tiles Company makes a huge contribution to the Indian market. The secret
behind this tale of success can also be easily attributed to our deep understanding of
our customers’ desires and their favoured choices. For us, producing tiles is not just
about being industrious. Tile making is much more than that, we have taken this
industry to the genre of an art form and we are used to producing Masterpieces that
make homes and offices shine bright with rare vitality.
And, while we tread on this path to quality and success we have got our sights
constantly trained on our ultimate goal: To be the best and to present the finest tiles
to our customers in this country and abroad. From a humble start in Morbi, we have
indeed come a long way to achieve the status of a global supplier of top quality of
tiles. We aim to excel, we aim to please.
2
 VISION

• The world around them is always forceful. To go on and be successful as a business

over the next decade requires them to recognize and understand the factors and
trends that will mould their business and determine their success. They have to be
prepared today for future. That is their vision for the coming decade.
• Their vision provides the foundation and structure for their mission and directs every
portion of their business by pointing directions to move forward in, that will ultimately
give their company steady and ever increasing growth.

MISSION
They have a long-term mission, the one and only purpose of their company and
functions to create a benchmark which will measure future achievements and results.
Following points will act as guidelines to succeed in their mission:
• To provide luxurious, stylish, affordable flooring.

• To create colorful designs and quality tiles

• To create value for money and happy customers.

VALUES
Their values will decide the course of their actions and exhibit their position in the
community.
• A strong and creative Leadership that will shape the future of the company.

• A massive and rock solid Partnership that will generate mutual benefits for all on the
whole.

• Their honored pride that will show who we are.

• Immense Courage to be responsible and accountable.

• An unparallel and superior Quality that will create value for money for our customers.

Growth of the company

✓ Company established its first double charge plant in the record time within six
months - first time in the world.
✓ Production of 6x4 feet tiles – one of five select companies in the world.

3
✓ One of the few companies in the world which has in-house manufacturing
facility for the highest range of tiles.
✓ The company uses world’s best Italian technology.
✓ Use of latest technology like, 7GS.
✓ In near future company plans to expand its plants in other parts of India.

4
OVERVIEW OF INDIAN MARKET
India’s ceramic tile industry emerged in the 1950s. it comprises ceramic tiles,
sanitary ware and crockery items. Ceramic products are manufactured both in the
large and small-scale sector with wide variation in type, size, quality and standard.

India ranks 7th in the world in term of production of tiles and produced 200 million
sq. meters of tiles, out of a global production of 6400 million sq. meters during 2003-
04. state-of-the-art ceramic goods are being manufactured in the country and the
technology adopted by the Indian industry is of international standard.

CAPACITY AND PRODUCTION

There are, at present, 16 units in the organized sector with an installed capacity
of 21 lakh MT. It accounts for about 2.5% of world tiles poduction industry has been
growing at about 12% per annum. In India, per capita consumption of tiles is 0.15 sq.
mtr. Per annum compared with 2 sq. mtr. Per annum in china and 5-6 sq. mtr. Per
annum in European countries. With the growth in the housing sector the demand of
tiles is expected to increase. Indian tiles are competitive in the international market.
These are exported to east and west asian countries. The exports during 2003-04 were
about Rs. 180 crore. At present there are 7 units with capacity of 86,500 tons per
annum and, there are about 200 plants with a capacity of 50,000 tons per annum in
small scale sector.

The industry has a turnover of Rs. 400-500 crore. This industry has been
growing at the rate of about 5% per annum during the last 2 years. There is significant
export potential for sanitaryware. These are presently being exported to east and west
asia, Africa Europe and Canada. The exports were of the order of Rs. 60 crore during
2003-04.

The floor tiles segment is growing faster as compared to wall tiles. Vitrified and
porcelain tiles are recent entrants into the ceramic tiles industry and have increased
the size of the market considerably. It is expected that this segment will capture the
bulk of the market gradually, replacing the conventional floor and wall tiles segment.

The per capita consumption of tiles in India is very less as compared to the
other countries in the world. It is as low as 0.15 sq. mtr per annum. This low per capita

5
consumption shows the likely demand that is going to arise in the future in India as
more development takes place.

OVERVIEW OF GLOBAL MARKET

There are three major regions in the world, namely, asia, latin America and
European union that produce and export deramic tiles in bulk. In 2008, they had jointly
produced more t.han 87% of the global output.

World production of ceramic tiles was 7565 million sq. mtr. In 2008 china was
the largest producer with a total production of 2200 million sq. mt. spain and italy were
the 2nd and 3rd largest producers with production of 635 million sq. mtr. And 589 million
sq. mtr. Repectively. India ranks at 5th position with production of 270 million sq. mtr.
Which is around 2.5% of global production?

The ratio between consumption and production has been stable at around 94
percent. Tiles has been increasing at a cumulative rate of close to 6 percent. Asia is
the most significant region by production, as well as consumption, accounting for more
than 50 percent of both.

China is the leading country in the production of tiles with a share of 33 percent
at a total production of 2200 million sq. mtr., followed by spain and italy. Europe
accounts for 30 percent and USA accounts for 14 percent of the total global pr oduction
of tiles. In terms of consumption the pattern remains similar, with asia accounting for
51 percent Europe for 26 percent and USA accounting for 18 percent of the global tiles
consumption.

Factory Photograph

6
7
8
COMPETITORS DETAIL
To plan effective competitive marketing strategies, the company needs
findout all it can about its competitors. It must consultancy to compare its products,
prices, channels and promotion with those of close competitors. In the way the
company can find area potential competitive advantage and disadvantage.

The Sunheart Company’s many competitors. The Sunheart to need its find
the competitors. The company has attractive packaging, price, branding and label and
its product, they have not to compare the Sunheart Company’s product. The company
has to its potential wholesalers and retailers to find out the company’s competitors.
The Sunheart Company to find out the customer satisfying needs and wants better
then the competitors does. The company’s will be target of the consumers but also to
competitors. Identifying Competitors

Normally, all the company has to identify its competitors. A company can defined its
competitors as other companies offering similar products and services to the same
customer at the similar price.

The Sunheart products can more and more reasonable price in its product they
can attractive customer and growing the company.

KAJARIA TILES

• It is the largest ceramic floor and wall tile manufacturer in the second
most populous country in the world.
• It is promoted by Mr. Ashok Kajaria and Kajaria Export Limited (Group
Company) in technical collaboration with Todagres, S.A., Spain.
• It commenced operation in 1988 in Sikandrabad, (Uttar Pradesh) with an annual
capacity of 1 MSM of floor tiles.
• It possesses an annual installed capacity of 21 MSM across two facilities
at Sikandrabad, (Uttar Pradesh) and Gailpur (Rajasthan).
• It has been equipped with eight stock points, eight Kajaria World showrooms,
19 offices-cum-display centers and 7,000+ dealers and sub-dealers on a
panIndia basis.

9
 • It is the most prominent Indian ceramic tile brand with a favorable
recall.
• The largest exporter of ceramic tiles in India. It has unmatched product offering
(wall, floor, vitrified, Spanish and Italian tiles).
• It has brand- enhancing customers like Unitech, DLF, Parsvnath, Magarpatta,
Sobha Developers, DSK, Mantri Group, Prestige Group, Ansals, Hiranandani,
Raheja Developers, Omaxe and EMAAR-MGF, among others.

ASIAN TILES

• This company is the result of the dreams of three entrepreneurs, materialized

with the grassroots of passion, experience & dynamism… With starting a quest
for excellence a decade ago, today Asian tiles have blazed a trail in the tile
industry.
• With humble beginning in the field of floor tiles, today it has expanded till the
horizon, covering almost each of the aspects of the industry.
• Supported by vast man power along with mind power, Asian Tiles possesses
the strength of over 3000 business associates spread across the nation. Asian
is all set to reach the goal of supplying world class product, through a
network of 18 depots with display centers & ultra modern plant in the ceramic
zone of Sabarkantha, Gujarat, spread over an area of 2, 30,000 Sq. Mtr. and
production capacity of two plants is 32300 Sq. Mtr. Per day of tile.
• Asian has become India's leading wall tile manufacturer in large format size,
with the biggest size of 300 X 900 mm, where we provide wall tiles of
white body similar to European tiles, with the promise of extremely
accurate size control, to add brightness and depth to the glaze.

H & R JOHNSONS

• H. & R. Johnson (India) Limited is India's No. 1 tile company offering a wide
range of wall and floor tile products across various segments v.i.z. Wall,
Floor, Vitrified, Exterior and Industrial.

• The company also has diversified interests in sanitary ware and bathroom
accessories. With a vast portfolio comprising of 5 well-known brands in India
10
 (Johnson, Marbonite, Porcelain, Endura & Milano) the company provides
the most innovative products of international standards that is coupled with
the best of pre and after sales service.

EURO CERAMICS

Part of “Euro Group” Integral part of the Decorative industry in India.

Pramoters : Mr. Nenshi Shah:

Mr. Talakshi Nandu:

Mr. Kumar Shah:

Mr. Paresh Shah

Vitrified Ceramic Tiles : 79,971 MTPA.

Aluminium Extruded Sections : 1800 MTPA

Calcareous Tiles : 45,000 MTPA

Sanitary ware : 11,000 MTPA

Technology : SACMI (For Vitrified Tiles & Sanitary ware)

Vitrified Tiles : ISO13006 Applied Consumer Services Inc.

Florida, U.S.A. VJTI, Mumbai

: ISO 9001:2000 certified
Manufacturing facilities

11
 PRODUCT PROFILE
Welcome to Digital Tiles World where every piece of
tiles is a style statement, the natural look and beautiful design
have the power to impress you any time. A wide range of
options are available in High Gloss Italian
Marble, Stain Matt, Lapato, Wood & Rustic Finish, Stone
& Slate. Tiles are available in various sizes - 1200x600mm,
1200x300mm, 750x300mm, 600x600mm, 600x300mm,

600x200mm, 500x250mm, 450x300mm, 450x150mm,

Beauty of natural shades, comple menting modern and

traditionaldesigns. Turbo charged vitrified Tiles enriched with
7 GS Technology and available in 800x800mm, 600x600mm
sizes.

With the help of Lapis you can create your own smart
interiors which look great and meet your individual style
needs. Tiles available in 605x605 mm.

The tiles give you a strong and perfect solution for all types of
industrial uses. Having the highest load bearing capacity as
compared to other tiles, it is suitable for use in areas where
heavy traffic is anticipated. These tiles are best used in
driveways, pathways, pool side areas, pavements, roof tops
and industrial work floors. These chemical resistant floor tiles
are made to perfection for heavy duty use.

12
 Rustic and yet contemporary, Neolita subtly lets the
elegance shine through into your Space from a
range of neutral tones.
Available in 400x400mm and 300x300mm
sizes.

This range of floor tiles creates a Timeless Classic, you can create your own classic
design with a twist of modernity in it. It is available in two sizes 395x395mm &
300x300mm, pick yoursize and turn your floor into a huge canvas.

This collection of fashionable wall tiles provides the

ideal solution to create modern design schemes.
Available in 600x300mm sizes.

13
 EMPLOYEE SATISFACTION

Definition

Employee satisfaction is the terminology used to describe whether employees

are happy and contented and fulfilling their desires and needs at work. Many measures
that employee satisfaction is a factor in employee motivation, employee goal
achievement, and positive employee morale in the workplace.

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

be a downer if mediocre employees stay because they are satisfied with your work
environment.

Employee satisfaction is a part of life satisfaction. The nature of one’s

environment of job is an important part of life as employee satisfaction influences one’s
general life satisfaction. Employee satisfaction, thus, is the result of various attitudes
possessed by an employee.

In a narrow sense, these attitudes are related to the job under condition with
such specific factors such as wages. Supervisors of employment, conditions of work,
social relation on the job, prompt settlement of grievances and fair treatment by
employer.

What does the term ‘Satisfaction’ imply to an employee? It implies nothing else
than the feeling of either being contended or non-contended on using a product.

Employee Satisfaction is a prerequisite for the customer satisfaction.

Enhanced employee satisfaction leads to higher level of employee retention.
A stable and committed workforce ensures successful knowledge transfer, sharing,
and creation --- a key to continuous improvement, innovation, and knowledge-based
total customer satisfaction.

Introduction:
14
 • The term “Employee satisfaction” refers to an individual’s general attitudes
towards his or her job.

• A person with high level of Employee Satisfaction holds positive attitudes about
the job, while a person who is dissatisfied with his or her jobs holds negative
attitudes about the job.
• Employees satisfaction has been defined as a pleasurable emotional state
resulting from the appraisal of one’s job; an affective reaction to one’s job; and
an attitude towards one’s job. Weiss(2002) has argued that Employee
satisfaction is an attitude but points out that researchers should clearly
distinguish the objects of cognitive evaluation which are affect(emotion), beliefs
and behaviors. This definition suggests that we form attitudes towards our jobs
by taking into account our feelings, our beliefs and our behaviors.

• Employee satisfaction is defined as an individual’s general attitude towards his

or her job. The belief that satisfied employees are more productive than
dissatisfied employees has been a basic tenet among managers for years.

• Job require interaction with co-workers and bosses, following organizational

rules and policies, meeting performance standards, living with working
conditions that are often less than ideal, and the like. This means that an
employee’s assessment of how satisfied or dissatisfied he or she is with his or
her job is a complex summation of a number of discrete job elements.

IMPORTANCE:-

Importance of employee satisfaction for organization

✓ Enhance employee retention.

✓ Increase productivity.
✓ Increase customer satisfaction.
✓ Reduce turnover, recruiting, and training costs.
✓ Enhance customer satisfaction and loyalty.
✓ More energetic employees.
✓ Improve teamwork.
✓ Higher quality products and/or services due to more competent, energized
employees.

Importance of employee satisfaction for employee

✓ Employee will believe that the organization will be satisfying in the long run
✓ They will care about the quality of their work
15
 ✓ They will create and deliver superior value to the customer. ✓ They are more
committed to the organization ✓ Their works are more productive.

THE TWO MOST WIDELY USED APPROACHES

1. SINGLE GLOBAL RATING:
This single global rating method is noting than asking individuals to respond to
one question , respondents then reply by circling a number between one and
five that corresponds to answers from “highly satisfied” to “highly dissatisfied”.

2. SUMMATION SCORE:
A summation of job facets is more sophisticated. It identifies key elements in a
job and ask for the employee’s feelings about each. Typical factors that would
be included are the nature of the work, supervision, present pay, promotion
opportunities, and relations with co-workers. These factors are rated on a
standardized scale and then added up create an overall job satisfaction score.
Summing up responses to a number of job factors would achieve a more
accurate evaluation of Employee satisfaction. Apparently, economic prosperity
doesn’t necessary translate into higher Employee satisfaction.
There is a recent drop in Employee satisfaction, it might be due to employer’s
efforts at trying to increase productivity through heavier employee workloads
and tighter deadlines. Another contributing factor may be a feeling, increasingly
reported by workers, that they have less control over their work. While it is
possible that higher pay alone translates into higher Employee satisfaction, an
alternative explanation is that higher pay is reflecting different types of jobs.
Higher paying jobs generally require higher skills, give incumbents greater
responsibilities are more stimulating and provide more challenges and allow
workers more control. So, it may be that the reports of higher satisfaction
among better paid workers more reflect the grater challenge and freedom they
have in their jobs rather than the pay itself.
There are three generally accepted dimensions to employee satisfaction.
• Employee satisfaction is an emotional response to a job situation so it
cannot be seen; it can only be inferred.
• Employee satisfaction is determined by how well outcomes meet or
exceed expectation.
• Employee satisfaction have been measured by five job dimensions like
work, supervision, promotion, opportunities pay and co-workers.

FACTORS THAT AFFECT EMPLOYEE SATISFACTION

a) Work
b) Pay
c) Promotion
d) Supervision

16
 e) Work group
f) Working condition

1) WORK
Work is a major source of Employee satisfaction. Job characteristics and job
complexity depends on type of personality. Person who is energetic, dynamic
and ready to learn new things does like work which is regular. Now a days
survey found that career development is most important to both younger and
older than promotion.

2) PAY
Wages and salaries are recognized to be a significant but cognitive complex
and multidimensional factor in job satisfaction. Money helps people attain their
basic needs as well as providing upper level need satisfaction. Employees often
see pay as a reflection of management views their contribution to the
organization.

3) PROMOTION
Promotional opportunities seem to have a varying effect on job satisfaction.
This is because promotions take a number of different forms and have a variety
of accompanying rewards. For example, individuals who are promoted on the
basis of seniority often experience job satisfaction but not as much as those
who are promoted on the basis of performance.

4) SUPERVISION
There are two types of supervision style that affect the job satisfaction. One is
employee-centeredness, which is measured by the degree to which a
supervisor takes a personal interest and cares about the employees. Second
way is allowing people to participate in decisions that affect their own job.

5) WORK GROUP
The nature of the work group or team will have an effect on job satisfaction.
Friendly, cooperative co-workers or team members are a modest source of job
satisfaction to individual employees. A “good” work group or effective team
makes the job more enjoyable.

6) WORKING CONDITION
Working condition has a modest effect on job satisfaction. If the working
conditions are good like clean and attractive surroundings the personnel will
17
 find it easier to carry out their jobs. If the working conditions are poor like hot
and noisy surroundings the personnel will find it more difficult to get the things
do.

THE EFFECTS OF JOB SATISFACTION ON EMPLOYEE PERFORMANCE

SATISFACTION AND PRODUCTIVITY:

When satisfaction and productivity data are gathered for the organization as a
whole, rather than at the individual level, we find that organizations with more satisfied
employees tend to be more effective than organization with fewer satisfied employees.

SATISFACTION AND ABSENTEEISM:

There is a negative relationship between satisfaction and absenteeism.

Dissatisfied employees are more likely to miss work.

SATISFACTION AND TURNOVER:

Satisfaction is also negatively related to turnover. Other factors such as

labormarket conditions, expectations about alternative job opportunities, and length of
tenure with the organization are important constraint on the actual decision to leave
one’s current job.

The level of satisfaction is less important in predicting turnover for superior

performance. Why? The organization typically makes considerable efforts to keep
these people. They get pay, praise, recognition, increased promotional opportunities
and so forth. Just the opposite tends to apply to poor performance.

LITERATURE REVIEW
Accordind to marc drizin (modic, 2005) ; an employee loyalty specialist,
“employees are assets with feet. They are the only resource companies have that
make a conscious decision to return the next day.”

A J.D. Power and associates (kash, 2003) survey concluded that there is
another customer builders need to focus on satisfying besides the obvious customers.
Builders need to focus on “the rank-and-file managers and employees who work for

18
them.” The effects employee satisfaction has on an organization’s business are
numerous.

In his seminal 1976 review of the job satisfaction literature, locke observed that
more than 3300 scholarly articles had been published on the topic of job satisfaction.

Harter, Schmidt, and haye’s (2002) searh yielded another 7855 articles having
been published between 1976 and 2000. as the increase in search studies suggest
the notion that workplace attitudes (e.g; job satisfaction) might be positively connected
with performance outcomes continuous to intrigue academic scholars as well as
practicing managers. The majority of the research examining the employees
satisfaction performance relationship has been conducted on the micro level of
analysis, otherwise known as the individual employee level.

Iaffaldano & muchinsky (1985) research has reported a positive correlation

between individual’s job attitudes and their performance. As Schneider, hanges, smith,
and salvaggio (2003) recently observed, researchers’ micro-oriention towards the job
attitude performance relationship is somewhat perplexing, given that the interest in
employee attitudes had much of its impetus in the 1960s when organizational
scientists such as argyris (1964), likert (1961) and mcgregor (1960) suggested that the
way employees experience their work would be reflected in organizational
performance. Historically, the job satisfaction performance linkage has been primarily
discussed by theorists from the socio-technical and human relations shhools of
thought.

Consistent with this reasoning likert (1961) has argued that collaborative effort
directed towards the organizational objectives, with unhappy employees failing to
participate in such efforts. In sum, available theory supports thwe contention that the
satisfaction level of employees may relate to performance at the business unit and/or
organizational levels.

Ryan , Schmitt, and Johnson (1996) investigated similar relationship between

aggregated employee attitudes, firm productivity, and customer satisfaction. The
authors measured these relationships at two points in time from 142 branches of an
auto finance company. Results indicated employee morale was related to subsequent
business performance indicators, customers satisfaction sentiments, and turnover

19
ratios. These researchers attempted to study the causal relations among the variables;
however, their attempt lead to mostly inconclusive findings.

Although a tentative finding, Ryan et al. (1996) discussed several possible

explanations for it. For instance, the customer satisfaction index was monitered closely
by unit managers and success or failure likely translated into management
PRACTICES that the particular setting may be unusual in that customer satisfaction
might be inversely related to the amount of contact with the organization (e.g;
customers without problems with the processing of their payments are likely to have
less interaction with company representatives than customers with such problems).

Similar to ostroff’s (1992) study, the major concern with such problems in
research is that the data were all from one organization which limits the generalizing
of the findings (carpitella, 2003).

Studies show that businesses that excel in employee satisfaction issues reduce
turnover by 50% from the norm, increase customer satisfaction to an average of 95%,
lower labor cost by 12% and lift pretax margins of 4% not only are employee turnover,
customer satisfaction, labor cost and pretax margins improved by addressing
employee satisfaction, but customers, products, and the company itself are also
positively affected.(“employee satisfaction”, 2005)

Profit and growth are stimulated directly (and primarily) by customer loyalty.
Customer loyalty is a direct consequences of customer satisfaction. Customer
satisfaction is heavily influenced by customer perceptions of the value of services they
receive. Value is created by satisfied, loyal and productive employees. Employees who
feel a sense of teamwork and common purpose, a strong commitment to
communication, and managerial empowerment are most able, and willing, to deliver
the results that customers.

Don wainwright, president of wainwright, a winner of the Malcolm baldrige

national quality award, made the point in 2001 that “jack Welch uses only three
indicators to run giant general electric. He’ll tell you that the most effective and only
numbers he needs to know are, in order of importance: employee satisfaction,
customer satisfaction and cash flow”.

20
 Studies completed in 1999 by the hay group for fortunr magazine have shown
that even the most admired companies – intel, coca-cola, and GE to na me a few –
each embrace the same basic company culture values: teamwork, customer focus,
innovation, and fair treatment of employees (clark, 2001).

An employee satisfaction study conducted by Big Builder in 2003 reported that

the “responses in the study point to a clear need for giving employees a greater role
in business decisions.”

There needs to be a culture of participation in the organization, which in turn

creates higher retention (Leibowitz, 2003). When employees do participate in the
organization they feel more valuable, especially when they see the “results stemming
from their actions” (calder &Douglas, 1999). When management creates opportunities
for employees to add value to the organization in ways other than those that fit the job
description, it is unclear how to measure all the positive results that will occur.

In the united states, we average one new idea a year per every five employees.
Japan, [who uses empowerment principles]’, average five new ideas ayear per every
employees… wainwright Industries, a Malcolm baldrige national quality award winner,
averages 60 ideas per employee per year… what has this done for them? Employees
benefit directly from their own good ideas – in the form of increased profit sharing and
improved workplace safety. Over a three-year period, the number of recordable
accidents decreased 72% and annual worker’s compensation costs fell 86%.
Wainwright industries has high rates of attendance (greater than 99% for the all-
salaried workforce) and turnover rates that are lower than industry and local averages.
From an operations’ standpoint, these ideas have helped wainwright to cut its lead
time for making one of its principal products… to 15 minutes, as compared with 8.7
days [previously], and to reduce defect rates tenfold. For its customers, the benefits
translated into an on-time delivery rate of nearly 100%, as compared with 75%
previously, and a 35% reduction in product cost.

Employees see more problems on the job and in the shop and office than
managers will be aware of or see. High-performing contractors will implement ways to
involve employees in solving and preventing these problems.

21
 Enabling employees to freely contribute in an organization can have a
substantial positive effect on a company. Keeping employees informed and getting
them involved in decisions that affect their builds trust and feelings of self-worth.
Involving employees helps employees feel that they are trusted and needed, which
increases their contributions and production.

Jack Welch, a retired CEO of GE once stated, “A company can boost

productivity by restructuring, removing bureaucracy and downsizing, but it cannot
sustain high productivity without cultural change, without totally involving the individual
who is closest to the wor k and therefore knows it better than those who manage it.

RESEARCH METHODOLOGY Problem of the study

Employee Satisfaction is key for the success of any organization and
dissatisfaction among employees reduces the productivity of the employee and
dissatisfaction may lead to increase the attrition rate of the organization.

So, it is very critical to measure and analyze the employee satisfaction.

Objective of the study

The title of the study is self-explanatory as far as the objectives of the study is
concerned with the EMPLOYEE SATISFACTION in Sunheart Tiles. Co. pvt. Ltd.

1. To know about satisfaction level of the employees.

2. To identify working environment provide to the employees.
22
3. To recognize about wages paid by the organization to their employees.
4. To distinguish relationship between employer & employees.
5. To know about working pattern provide to the workers.
6. To find that their roles and responsibilities are clear in their organization.
7. To know the reaction of employees when they are dissatisfied.

Scope of the Study

The scope of the study is very vital. Not only the Human Resource department can
use the facts and figures of the study but also the marketing and sales department can
take benefits from the findings of the study.

1) It will help in removing the dissatisfaction of employees about their job.

2) It will also give an idea about the relationship between employees and
subordinates.
3) It will provide the organization to evaluate the affects of various aspects over
employee satisfaction.
4) It will give an idea about the satisfaction level of employee and way to improve
their satisfaction level.

Research Design

The study is an Descriptive method. It had explored the views of employees

regarding the employee satisfaction. Data Collection

The collection of data is most important task while doing research variety of data is
required. There are two types of data:

1. Primary Data:
It is a firsthand data it may be obtained from individuals, from families,
representatives, or from organizations. It is specially generated by doing the
research. It is specific relevant and up to date. In project primary data is collected
through questionnaire by asking question at the respondent place.
2. Secondary Data:

23
 In contrast to primary data these are not first hand Data. These are the data,
which are already gathered, and available data. There may be internal sources
with in the client’s firm.These sources may include books or periodicals, published
reports, data services, and computer data banks.

Sampling method
A convenient sampling survey method is used for carrying out survey of “
Employee satisfaction “ at sunheart tiles co.pvt.ltd 60 employees are rendomly
taken as a sample unit in sunheart tiles co.pvt.ltd .

60, Samples for present study have been collected by using Non probability-
Convenience Method.

Sample Size

A convenient sampling survey method is used for carrying out survey of “

Employee satisfaction “ at sunheart tiles co.pvt.ltd 60 employees are rendomly taken
as a sample unit in sunheart tiles co.pvt.ltd

Population
The Population of the study is all the middle level candidates working in the
company.

Tool of Date Collection

The held of self-mode questionnaire collected the entire data.The questionnaire
has been certified by the Company.

24
 ANNEXURE

Questionnaire
1. Are you satisfied with the working environment of the organization?

YES

NO

2. Are you satisfied with wages paid by the organization?

HIGHLY SATISFIED

SATISFIED

NOT SATISFIED

3. Are you comfort with the schedule of the organization?

YES

NO

4. Are you satisfied with the health & safety provided by the organization?

HIGHLY SATISFIED

SATISFIED

NOT SATISFIED

5. Are you satisfied with the working pattern of the production department?

25
 HIGHLY SATISFIED

SATISFIED

NOT SATISFIED

6. Does organization arrange any training program?

YES

NO

7. Are you provided with transportation facility?

YES

NO

8. Are you satisfied with the behavior of the top management and middle
management?

HIGHLY SATISFIED

SATISFIED

NOT SATISFIED

9. Are you satisfied with the “lunch period” provided by the organization?

HIGHLY SATISFIED

SATISFIED

NOT SATISFIED

10. Are you satisfied with the all colleagues in the organization?

HIGHLY SATISFIED

SATISFIED

NOT SATISFIED

11. Are you satisfied with the job security?

HIGHLY SATISFIED

SATISFIED
26
 NOT SATISFIED

12. Are you satisfied with the company’s welfare programs such as rewards
,incentives, food coupons, insurance and health care facilities?

HIGHLY SATISFIED

SATISFIED

NOT SATISFIED

13. Are you satisfied with the recreational activities provided by the company ?

HIGHLY SATISFIED

SATISFIED

NOT SATISFIED

14. Are you satisfied with the company’s people programs, such as birthday
announcements, valuable employee of the month, bulletins and newsletter,
etc ?

HIGHLY SATISFIED

SATISFIED

NOT SATISFIED

15. Are you satisfied with the job opportunity?

HIGHLY SATISFIED

SATISFIED

NOT SATISFIED

27
BIBLIOGRAPHY
❖ K. Aswathappa ”Human Resource And Personnel Management” 3 Editions
Tata Mc Graw Hill Publishing Company Ltd. 2004

❖ c.b. Mamoria ‘’ Personnel Management ‘’published by Himalaya Publishing

House1999

❖ Phillip kotler ‘’ Marketing management “published by 11 editors, practice hall

of India pvt. Ltd 2003

❖ Dipak kumar Bhattacharyya “Research Methodology “2nd edition.

Website:

❖ www.sunheart.co.in ❖ www.cite-hr .com ❖ www.hr-guide.

Other sources :

Emoployees of the company

Existing records, magazines, etc..

28
29