PROJECT REPORT

AN ANALYTICAL STUDY OF

“EMPLOYEE ENGAGEMENT SURVEY”AT

TATA TELESERVICES LIMITED , BHOPAL

SUMMER TRAINING REPORT SUBMITTED FOR THE PARTIAL FULFILMENT OF THE REQUIREMENT OF M.B.A. PROGRAMME

M.B.A. FULL TIME COURSE

DEPARTMENT OF MANAGEMENT STUDIES

MAULANA AZAD NATIONAL INSTITUTE OF TECHNOLOGY, BHOPAL (M.P.)

(A DEEMED UNIVERSITY)

SUBMITTED BY:

ABHIJIT SHARMASCH. NO. – 82013164

PERFORMED AT: TATA TELESERVICES LIMITED, BHOPAL

BEGINNING & END DATE (18-05-09 to 04-07-09)

CERTIFICATE

TATA INDICOM, BHOPAL

TO WHOM SOEVER IT MAY CONCERN

This is to Certify that Mr. ABHIJIT SHARMA a student of MBA,

Maulana Azad National Institute of Technology has successfully

completed summer training as a part of professional studies for the

period of six weeks i.e. from 18/05/09 to 04/07/09 on the topic of "

EMPLOYEE ENGAGEMENT SURVEY" from TATA

TELESERVICES LIMITED,BHOPAL. He has studied in detail

the chosen topic and presented the same in following project report

in a systematic manner.

Under the guidance of,

BRANCH MANAGER

TATA TELESERVICES LIMITED, BHOPAL

ACKNOWLEDGEMENT

I wish to express my heartfelt thanks to those who have contributed to this report and wish to express my deepest gratitude to all those who responded with their valuable time and cooperation. I express my sincere thanks to the staff of TATA TELESERVICES LIMITED, BHOPAL BRACH, for providing me with the desired information .

I am extremely thankful to MR. ONEEL VERMA(CHIEF OPERATING OFFICER), without whose invaluable support this project would not have been possible.I am very thankful to MR. SATISH SHARMA (MANAGER- HUMAN RESOURCES), who provided me with the initial impetus for my training and helped me in writing report.

Special thanks are due to all those persons, for their inspiring guidance, reliable help and angelic support for the completion of my project in “A STUDY OF EMPLOYEE ENGAGEMENT SURVEY.”

I am heartly grateful to MISS SUKHPREET KAUR(SENIOR EXECUTIVE), for her unforgettable cooperation during the training session.

Finally I am thankful to all the staff of TATA TELESERVICES

LIMITED, M.P. NAGAR BRANCH, BHOPAL for providing the

necessary help in completing this project. I would like to thank all the

faculty members of our institute for their encouragement and strong

support. I am also grateful to my family members and colleagues who

shared their expertise with me.

ABHIJIT SHARMA

DECLARATION

I, ABHIJIT SHARMA , S/O Shri PRASANNA KUMAR

SHARMA , student of Master of Business Administration

(MBA) from Maulana Azad National Institute of Technology

Bhopal hereby declare that all the information and facts

produced here are based on my own finding and study of

TATA TELESERVICES LIMITED,BHOPAL and are original

in nature. This information is purely of academic interest only

towards fulfillment of the studies forming part of our

curriculum. Any resemblance to any of the earlier project or

research is purely coincidental.

Tata Companies

The foundation of what would grow to become the Tata Group was laid in 1868 by Jamsetji Nusserwanji Tata — then a 29-year-old who had learned the ropes of business while working in his father’s banking firm  — when he established a trading company in Bombay. A visionary entrepreneur, an avowed nationalist and a committed philanthropist, Jamsetji Tata helped pave the path to industrialization in India by seeding pioneering businesses in sectors such as steel, energy, textiles and hospitality.Empress Mills, a textiles venture set up in Nagpur in central India in 1877, was the first of the big industrial projects undertaken by the Tata Group. Jamsetji Tata was by this time, though, already gripped by what would the three great ideas of his life: setting up an iron and steel company, generating hydroelectric power and creating an institution that would tutor Indians in the sciences.

None of these ideas would come to fruition while Jamsetji Tata lived, but they were realized in full measure by those who followed him.In 1892, Jamsetji Tata established the JN Tata Endowment to encourage Indian scholars to take up higher studies. It was the first of a multitude of philanthropic initiatives by the Tata Group. Over generations, members of the Tata family have bequeathed much of their personal wealth to the many trusts they have created.

These trusts today control 65.8 per cent of the shares of Tata Sons, the holding company of the group, and they support an assortment of causes, institutions and individuals.

In 1892, Jamsetji Tata established the JN Tata Endowment to encourage Indian scholars to take up higher studies. It was the first of a multitude of philanthropic initiatives by the Tata Group. Over generations, members of the Tata family have bequeathed much of their personal wealth to the many trusts they have created.

These trusts today control 65.8 per cent of the shares of Tata Sons, the holding company of the group, and they support an assortment of causes, institutions and individuals.

The most dazzling of the Tata enterprises that came into being during Jamsetji Tata’s lifetime was the Taj Mahal Hotel in Bombay, which opened for business in 1903. Legend has it that Jamsetji Tata set his mind on building it after being denied entry into one of the city's fancy hotels for being an Indian.

Today, the Taj Group of daunting task of turning his father’s extraordinary ideas into reality. Hotels is a byword for luxury and quality, with standout properties across the world.

Following Jamsetji Tata’s death, in Germany in 1904, the chairmanship of the Tata Group passed to the elder of his two sons, Sir Dorab Tata, who accomplished the

Sir Dorab was the force behind the setting up, in 1905, of the Tata Iron and Steel Company. Seven years later, India's first iron and steel plant, in Jamshedpur in the eastern part of the country, started production. In 1910, the Tata Group broke new ground once again, this time by generating hydroelectric power from a site near Bombay.

In 1911, seven years after his death, Jamsetji Tata’s long-cherished dream of establishing an institution where Indians could cultivate their scientific temper was realized. The Indian Institute of Science, set up in Bangalore, would nurture some of the brightest minds in India.

It was the first of a clutch of centers of learning and research that would come up with the substantial and steadfast support of the Tata Group.

The Tata Group presently employs about 350,000 people. Taking good care of this large family is a priority for the Group, and it has a tradition to stay true to while doing so.

Tata Steel introduced eight-hour working days in 1912; well before it became statutory in much of the West, and the first Tata provident fund scheme was started in 1920 (governmental regulation on this came into force in 1952). The Tata townships, and the facilities they have, are another example of the manner in which the Group extends itself to care for its employees.

By the time of Sir Dorab Tata’s death in 1932, the Tata Group had consolidated in businesses while also getting in new areas, notably insurance and the production of soaps, detergents and cooking oil.

Sir Dorab was succeeded as chairman of the Group by Sir Nowroji Saklatwala. In 1938, following Sir Nowroji’s demise, 34-year-old JRD Tata (left) was appointed as the new chairman. He would lead the Tata Group for the next 53 years — with wisdom, foresight and a rare grace that touched everyone he met.   

The first of JRD Tata’s big moves in business was born of a childhood fascination for flying. In 1929, he became one of the first Indians to be granted a commercial pilot's license.

In 1932, Tata Aviation Service, the forerunner to Tata Airlines and Air India, India’s national carrier, took to the skies. The maiden flight in the history of Indian aviation took off from Drigh Road in Karachi, now in Pakistan, with JRD Tata at the controls of a Puss Moth. In 1953, the Indian government nationalized Air India.

During the more than five decades that JRD Tata was at the helm, the Tata Group expanded regularly into new spheres of business. The more prominent of these ventures were Tata Chemicals (1939), Tata Motors and Tata Industries (both 1945), Voltas (1954), Tata Tea (1962), Tata Consultancy Services (1968) and Titan Industries (1984).

The post-independence era in India, right up to the early 1990s, was a time of tight government controls on business, but despite this the Tata Group managed to grow considerably.The beginning of the 1990s ushered in plenty of change in Indian business. Economic reforms opened up many sectors, signaling increased competition and the arrival of foreign companies. JRD Tata’s death, in 1993, symbolized the end of an era in more ways than one.

Ratan Tata, who took over as chairman, would guide the Tata Group as it faced a host of challenges in a fast-changing business environment where old rules did not apply and new realities were taking hold.

The Tata Group has, over the past decade-and-a-half, changed more than ever before in its long and illustrious history. Rejuvenating existing businesses, entering new ones, manufacturing breakthrough products and expanding into foreign markets are among the initiatives the Group has undertaken with vigour during this period.

In 1996, Tata Teleservices was set up to tap into India’s burgeoning telecom market; in 1998, the Indica, India’s first indigenously made car, was successfully launched; in 2002, the Group acquired VSNL, India’s top international telecom service provider; in 2004, Tata Consultancy Services went public in the largest private sector initial public offering in the Indian stock market; and, in 2008, the trailblazing Tata Nano was unveiled.

The Tata Group is now more cohesive and united than it has ever been. This is no accident; rather, it is the outcome of a set of policies that have been emphasized and reinforced by Chairman Ratan Tata and the Group Corporate Centre, the top decision-making body in the Group. There’s more to the new-world Tata.

The pursuit of business excellence has become the norm and there is a focus on innovation. What have not changed are the Group’s emphasis on ethical business practices and its commitment to the communities in which it operates.

The new millennium has seen Tata companies looking beyond Indian shores for growth opportunities and a global footprint. Acquisitions of foreign enterprises have been one way of doing this.

The first big acquisition was by Tata Tea of Tetley back in 2000. In 2004, Tata Motors acquired the heavy vehicles unit of Daewoo Motors, South Korea; in 2005, Tata Steel acquired the Singapore-based NatSteel and Tata Chemicals secured a controlling stake in Brunner Mond Group, UK. The grandest of them all came in 2007, when Tata Steel acquired Corus, the Anglo-Dutch giant, in a landmark deal, and in 2008 Tata Motors added the Jaguar and Land Rover brands to its stable.

The future promises plenty for the Tata Group as it sets the agenda for the next phase of its evolution. The words of Group chairman Ratan Tata sum it up best: “One hundred years from now, I expect the Tatas to be much bigger, of course, than it is now. More importantly, I hope the Group comes to be regarded as being the best in India — best in the manner in which we operate, best in the products we deliver, and best in our value system and ethics.

“Having said that, I hope that a hundred years from now we will spread our wings far beyond India, that we become a global Group, operating in many countries, an Indian business conglomerate that is at home in the world, carrying the same sense of trust that we do today.”

Tata CompaniesAdvinus TherapeuticsAlliance CoffeeBrunner MondCMCCorusDrive India Enterprise Solutions

Eight O' Clock CoffeeGeneral Chemical Industrial ProductsGood Earth Corporation

Hispano CarroceraHooghly Met Coke and Power CompanyIndian HotelsInfiniti Retail

Jaguar Land RoverJAMIPOLJamshedpur Utilities and Services CompanyKhet Se Agriproduce IndiaLandmarkMagadi Soda Companymjunction servicesMount Everest Mineral WaterNatSteel AsiaNelcoNelito SystemsNorth Delhi PowerPowerlinks TransmissionRallis IndiaRoots CorporationTajAirTAL Manufacturing SolutionsTata Advanced Materials

Tata Housing Development CompanyTata Industrial ServicesTata IndustriesTata Interactive SystemsTata InternationalTata International AGTata Investment CorporationTata LimitedTata MetaliksTata MotorsTata Motors European Technical CentreTata PetrodyneTata PigmentsTata PowerTata Power TradingTata Precision IndustriesTata ProjectsTata Quality Management ServicesTata Realty and InfrastructureTata RefractoriesTata RyersonTata ServicesTata SkyTata SonsTata Sponge IronTata SteelTata Steel KZNTata Strategic Management GroupTata TeaTata Tea IncTata TechnologiesTata TeleservicesTata Teleservices (Maharashtra)TatanetTayo RollsTCE Consulting Engineers

Telco Construction EquipmentTetley GroupThe Tinplate Company of IndiaTitan IndustriesTM International LogisticsTrentTRFVirgin Mobile India

Tata Advanced SystemsTata Africa HoldingsTata AGTata AIG General InsuranceTata AIG Life InsuranceTata Asset ManagementTata AutoComp Systems Tata BlueScope SteelTata BP SolarTata Business Support ServicesTata CapitalTata CeramicsTata ChemicalsTata CoffeeTata CommunicationsTata Consultancy ServicesTata CumminsTata Daewoo Commercial Vehicle CompanyTata DOCOMOTata ElxsiTata Financial Services

VoltasWestland

Drive India Enterprise Solutions Ltd. (DIESL)

A TATA Enterprise, provides customers and business enablers a vast array of Logistics, Transportation, Warehousing, Distribution & Last Mile Fulfillment, Freight Forwarding & Custom Clearance, Kitting & Packaging and other value added services including E-trading, Stock Management, Warehousing Operations, Sales, Banking operations, Tax Management, Cash Management, Accounting/MIS, etc.

We provide integrated multi-modal logistic services to all our customers. We have expertise in customized transportation solutions and providing flawless distribution of goods and information from the start point to the end point.

We integrate the latest market trends in logistics industry with our unique approach to provide a different and outstanding experience to our valuable clients.

Our main aim is to be an outstanding performer in the field of Supply Chain Solutions Services through our integrated quality services. We aim to enhance not only our business but at the same time also take care of our clients' business values and profits. We are continuously working to develop most comfortable approach to fulfill our aim.

DIESL: A quick Introduction DriveIndia.Com Limited was incorporated on 27th December 2000. Took over E-commerce business of TATA Interactive Systems, which is a

division of TATA Group of Industries. During the year ended 31 March 2003- object clause of the company was

amended to allow the company to trade in CDMA handsets Since April 2004, DICL is jointly owned by TATA Industries and TATA

International DICL got renamed to DIESL (Drive India Enterprise Solutions Limited) w.e.f.

01st April 2007

The organization is a jointly held Private Limited Company which is 50% owned by TATA Industries and 50% owned by TATA International.

Our Experience: We are the Single National Vendor of TTSL & TTML For H/S & Acc. We are handling Agency For TTSL, TSL,TTML & Haier Stocks.

We are able to handle 125K Tx/Mnth & 2000 SKUs We have successfully achieved Average On time delivery Performance of 95%+,

Servicing 700+ TATA Indicom Retail outlets & 3840 Distributors.

Our Technology: We have installed World's most recognized ERP packaged SAP, which is

delicately managed by TCS professional. Our 120 warehouses and 30 offices are equipped with Sap Networking to manage

the logistics and other services efficiently. SAP enhanced features LC, Budgeting, P/L, BIW is already added in our

branches to provide you best technology support. Apart from SAP, we are also equipped with Retail Management System, Field

Inventory System and Freight Management System to serve you better.

Our Team:We have a team of professionals to take care of your consignment. Our professionals continuously monitor and track the consignments to provide damage free and best quality services to you. Below is the quick information about our strengths-

Manpower strength of 235 dedicated employees 500 employees of Business Partners Supply Chain Management & Finance Professionals in 27 states Network of Tax, Accounting & CMS professionals in 27 states

Our Infrastructure:We have fully equipped infrastructure, which supports our quality of services. We are covering 27 states with our 120 ware houses. We are able to provide your shipments to more than 3100 towns across country. Total space in our warehouses is 23 lac per square feet. We have expertise in producing around 3 million kitting per month that is highly appreciated by our valuable clients

Tata AIG General Insurance

Tata AIG General Insurance Company Limited (Tata AIG General) is a joint venture company, formed by the Tata Group and American International Group, Inc. (AIG). Tata AIG General combines the Tata Group’s pre-eminent leadership position in India and AIG’S global presence as the world’s leading international insurance and financial services organization. The Tata Group holds 74 per cent stake in the insurance venture with AIG holding the balance 26 percent. Tata AIG General Insurance Company, which started its operations in India on January 22, 2001, offers complete range of general insurance for motor, home, accident & health, travel, energy, marine, property and casualty, liability as well as several specialized financial lines.Tata Group ProfileThe Tata Group comprises 98 operating companies in seven business sectors: information systems and communications; engineering; materials; services; energy; consumer products; and chemicals. The Group was founded by Jamsetji Tata in the mid 19th century, a period when India had just set out on the road to gaining independence from British rule. Consequently, Jamsetji Tata and those who followed him aligned business opportunities with the objective of nation building. This approach remains enshrined in the Group's ethos to this day.The Tata Group is one of India's largest and most respected business conglomerates, with revenues in 2006-07 of $28.8 billion (Rs129,994 crore), the equivalent of about 3.2 per cent of the country's GDP, and a market capitalization of $72.8 billion as on January 10, 2008. Tata companies together employ some 289,500 people. The Group's 27 publicly listed enterprises — among them stand out names such as Tata Steel, Tata Consultancy Services, Tata Motors and Tata Tea — have a combined market capitalization that is the highest among Indian business houses in the private sector, and a shareholder base of over 2.9 million. The Tata Group has operations in more than 85 countries across six continents, and its companies export products and services to 80 countries.The Tata family of companies shares a set of five core values: integrity, understanding, excellence, unity and responsibility. These values, which have been part of the Group's beliefs and convictions from its earliest days, continue to guide and drive the business decisions of Tata companies. The Group and its enterprises have been steadfast and distinctive in their adherence to business ethics and their commitment to corporate social responsibility. This is a legacy that has earned the Group the trust of many millions of stakeholders in a measure few business houses anywhere in the world can match.American International Group, Inc. (AIG) Profile

American International Group, Inc. (AIG), a world leader in insurance and financial services, is the leading international insurance organization with operations in more than 130 countries and jurisdictions. AIG companies serve commercial, institutional and individual customers through the most extensive worldwide property-casualty and life insurance networks of any insurer. In addition, AIG companies are leading providers of retirement services, financial services and asset management around the world. AIG's common stock is listed on the New York Stock Exchange, as well as the stock exchanges in Paris, Switzerland and Tokyo.

Khet Se Agriproduce India

Areas of Business 

Khet-Se Agriproduce India Private Ltd., a 50/50 joint venture company of Tata Chemicals Limited (TCL) and Total Produce, Ireland.

TCL Established in 1939 at Mithapur, and part of the US$ 28.8 B Tata Group, today is the second largest producer of Soda Ash in the world with manufacturing facilities across four continents. TCL is the pioneer and market leader in the branded, iodised salt segment. TCL is also India's leading manufacturers of urea and phosphatic fertilisers. Its urea plant at Babrala is the country's most energy efficient fertiliser unit and produces 12% of the country's urea output in the private sector. Phosphatic fertilisers are manufactured at its plant in Haldia.

Total Produce is one of the leading operators within the European general produce sector. The group generates a turnover in excess of EUR 2 billion, has almost 3,900 employees and trades from more than 80 facilities throughout Europe with operations in Ireland, the United Kingdom, Sweden, Denmark, Spain, Italy, Holland, Belgium, France, the Czech republic and Slovakia. The company also has an operation in India. The group is comprised of the general produce business, which was demerged from Fyffes Plc on 30

December 2006. Shares in Total Produce were admitted to trading on the IEX and AIM markets of the Dublin and London stock exchanges on the 2nd January 2007.

Khet-Se Agriproduce will bridge the gap between producer and end consumer, which will significantly increase efficiencies, improve shelf-life and reduce product loss in the supply chain. It will help Indian farmers to improve their incomes and develop the skills needed to raise the quality of Indian farm produce.

Khet-Se Agriproduce will first establish facilities in two centres in the north and west of the country network. Operations of its 1st such centre has been started, which will cater to the requirements of Ludhiana and Patiala. This distribution centre has the facility of sorting, grading and packing of all fresh produce; 4 Ripening Chambers of 10 MT capacity each (to ripen fruits like Banana) and 4 Cold Storages of 25 MT each.

The company plans in due course, to expand this network across India. Khet-Se will be bringing about a change in the way the fresh produce category operates by targeting the small fruit and vegetable retailer through its conveniently located wholesale stores. It will only cater to registered B2B customers such as small retailers, organised retailers the institutional segments comprising of hotels, restaurants and caterers. Khet-Se offers the benefit of hygienically handled, high quality produce which is delivered absolutely fresh to its B2B customer segments.

Tata Motors Ltd

Tata Motors Limited is India's largest automobile company, with consolidated revenues of Rs.70, 938.85 crores (USD 14 billion) in 2008-09. It is the leader in commercial vehicles in each segment, and among the top three in passenger vehicles with winning products in the compact, midsize car and utility vehicle segments. The company is the world's fourth largest truck manufacturer, and the world's second largest bus manufacturer.

The company's 23,000 employees are guided by the vision to be "best in the manner in which we operate, best in the products we deliver, and best in our value system and ethics."

Established in 1945, Tata Motors' presence indeed cuts across the length and breadth of India. Over 4 million Tata vehicles ply on Indian roads, since the first rolled out in 1954. The company's manufacturing base in India is spread across Jamshedpur (Jharkhand), Pune (Maharashtra), Lucknow (Uttar Pradesh), Pantnagar (Uttarakhand) and Dharwad (Karnataka). Following a strategic alliance with Fiat in 2005, it has set up an industrial joint venture with Fiat Group Automobiles at Ranjangaon (Maharashtra) to produce both Fiat and Tata cars and Fiat powertrains. The company is establishing a new plant at Sanand (Gujarat). The company�s dealership, sales, services and spare parts network comprises over 3500 touch points; Tata Motors also distributes and markets Fiat branded cars in India.

Tata Motors, the first company from India's engineering sector to be listed in the New York Stock Exchange (September 2004), has also emerged as an international automobile company. Through subsidiaries and associate companies, Tata Motors has

operations in the UK, South Korea, Thailand and Spain. Among them is Jaguar Land Rover, a business comprising the two iconic British brands that was acquired in 2008. In 2004, it acquired the Daewoo Commercial Vehicles Company, South Korea's second largest truck maker. The rechristened Tata Daewoo Commercial Vehicles Company has launched several new products in the Korean market, while also exporting these products to several international markets. Today two-thirds of heavy commercial vehicle exports out of South Korea are from Tata Daewoo. In 2005, Tata Motors acquired a 21% stake in Hispano Carrocera, a reputed Spanish bus and coach manufacturer, with an option to acquire the remaining stake as well. Hispano's presence is being expanded in other markets. In 2006, it formed a joint venture with the Brazil-based Marcopolo, a global leader in body-building for buses and coaches to manufacture fully-built buses and coaches for India and select international markets. In 2006, Tata Motors entered into joint venture with Thonburi Automotive Assembly Plant Company of Thailand to manufacture and market the company's pickup vehicles in Thailand. The new plant of Tata Motors (Thailand) has begun production of the Xenon pickup truck, with the Xenon having been launched in Thailand in 2008.

Tata Motors is also expanding its international footprint, established through exports since 1961. The company's commercial and passenger vehicles are already being marketed in several countries in Europe, Africa, the Middle East, South East Asia, South Asia and South America. It has franchisee/joint venture assembly operations in Kenya, Bangladesh, Ukraine, Russia and Senegal.

The foundation of the company's growth over the last 50 years is a deep understanding of economic stimuli and customer needs, and the ability to translate them into customer-desired offerings through leading edge R&D. With over 2,000 engineers and scientists, the company's Engineering Research Centre, established in 1966, has enabled pioneering technologies and products. The company today has R&D centres in Pune, Jamshedpur, Lucknow, in India, and in South Korea, Spain, and the UK. It was Tata Motors, which developed the first indigenously developed Light Commercial Vehicle, India�s first Sports Utility Vehicle and, in 1998, the Tata Indica, India's first fully indigenous passenger car. Within two years of launch, Tata Indica became India�s largest selling car in its segment. In 2005, Tata Motors created a new segment by launching the Tata Ace, India's first indigenously developed mini-truck.

In January 2008, Tata Motors unveiled its People's Car, the Tata Nano, which India and the world have been looking forward to. The Tata Nano has been subsequently launched, as planned, in India in March 2009. A development, which signifies a first for the global automobile industry, the Nano brings the comfort and safety of a car within the reach of thousands of families. The standard version has been priced at Rs.100,000 (excluding VAT and transportation cost).

Designed with a family in mind, it has a roomy passenger compartment with generous leg space and head room. It can comfortably seat four persons. Its mono-volume design will set a new benchmark among small cars. Its safety performance exceeds regulatory requirements in India. Its tailpipe emission performance too exceeds regulatory

requirements. In terms of overall pollutants, it has a lower pollution level than two-wheelers being manufactured in India today. The lean design strategy has helped minimise weight, which helps maximise performance per unit of energy consumed and delivers high fuel efficiency. The high fuel efficiency also ensures that the car has low carbon dioxide emissions, thereby providing the twin benefits of an affordable transportation solution with a low carbon footprint.

In May 2009, Tata Motors introduced ushered in a new era in the Indian automobile industry, in keeping with its pioneering tradition, by unveiling its new range of world standard trucks. In their power, speed, carrying capacity, operating economy and trims, they will introduce new benchmarks in India and match the best in the world in performance at a lower life-cycle cost.

In June 2009, the exciting new range of premium luxury vehicles from Jaguar and Land Rover were introduced for the Indian market. These include the Jaguar XF, XFR and XKR and Land Rover Discovery 3, Range Rover Sport and Range Rover.

The years to come will see the introduction of several other innovative vehicles, all rooted in emerging customer needs. Besides product development, R&D is also focussing on environment-friendly technologies in emissions and alternative fuels.

Through its subsidiaries, the company is engaged in engineering and automotive solutions, construction equipment manufacturing, automotive vehicle components manufacturing and supply chain activities, machine tools and factory automation solutions, high-precision tooling and plastic and electronic components for automotive and computer applications, and automotive retailing and service operations.

True to the tradition of the Tata Group, Tata Motors is committed in letter and spirit to Corporate Social Responsibility. It is a signatory to the United Nations Global Compact, and is engaged in community and social initiatives on labour and environment standards in compliance with the principles of the Global Compact. In accordance with this, it plays an active role in community development, serving rural communities adjacent to its manufacturing locations.

With the foundation of its rich heritage, Tata Motors today is etching a refulgent future.

Virgin Mobile IndiaVirgin Mobile India is a brand franchise association between the Virgin Mobile Group and Tata Teleservices to launch the Virgin Mobile brand of services in India. The organization was set up in 2007 to focus on telecom services for the youth market. The Virgin Mobile Group has created internationally recognized brands in mobile telephony, transportation, travel and leisure, and music. Tata Teleservices is one of India's leading telecom service providers, with a customer base of over 23 million.

Virgin Mobile India Limited is a cellular telephone service provider company which is a joint venture between Tata Teleservices and Richard Branson's Virgin Group. Currently, the company uses Tata's CDMA network to offer its services under the brand name Virgin Mobile, but it has also announced plans to foray into the GSM space as wellIn May 2007, the Tata Group and the Virgin Group finalized plans to form a corporate vehicle through which the latter's mobile service could be launched in India. Since Mobile Virtual Network Operators are not permitted to operate in India due to the current regulations prevailing there, a 50:50 joint venture model was adopted.[2]

Virgin Mobile was officially launched on March 2, 2008Virgin Mobile India will design, market and service Virgin Mobile products in India. The brand will be available in 20 telecom circles and will be serviced by nine centers across nine Indian cities

The company is headquartered in New Delhi, India

Tata SteelBacked by 100 glorious years of experience in steel making, Tata Steel is the world’s 6th largest steel company with an existing annual crude steel production capacity of 30 Million Tones’ Per Annum (MTPA). Established in 1907, it is the first integrated steel plant in Asia and is now the world’s second most geographically diversified steel producer and a Fortune 500 Company.

Tata Steel has a balanced global presence in over 50 developed European and fast growing Asian markets, with manufacturing units in 26 countries.It was the vision of the founder; Jamsetji Nusserwanji Tata., that on 27th February, 1908, the first stake was driven into the soil of Sakchi.  His vision helped Tata Steel overcome several periods of adversity and strive to improve against all odds. Tata Steel’s Jamshedpur (India) Works has a crude steel production capacity of 6.8 MTPA which is slated to increase to 10 MTPA by 2010. The Company also has proposed three Greenfield steel projects in the states of Jharkhand, Orissa and Chhattisgarh in India with additional capacity of 23 MTPA and a Greenfield project in Vietnam.Through investments in Corus, Millennium Steel (renamed Tata Steel Thailand) and NatSteel Holdings, Singapore, Tata Steel has created a manufacturing and marketing network in Europe, South East Asia and the pacific-rim countries. Corus, which manufactured over 20 MTPA of steel in 2008, has operations in the UK, the Netherlands, Germany, France, Norway and Belgium.

Tata Steel Thailand is the largest producer of long steel products in Thailand, with a manufacturing capacity of 1.7 MTPA. Tata Steel has proposed a 0.5 MTPA mini blast furnace project in Thailand. NatSteel Holdings produces about 2 MTPA of steel products across its regional operations in seven countries.Tata Steel, through its joint venture with Tata BlueScope Steel Limited, has also entered the steel building and construction applications market.

The iron ore mines and collieries in India give the Company a distinct advantage in raw material sourcing. Tata Steel is also striving towards raw materials security through joint ventures in Thailand, Australia, Mozambique, Ivory Coast (West Africa) and Oman. Tata Steel has signed an agreement with Steel Authority of India Limited to establish a 50:50 joint venture company for coal mining in India. Also, Tata Steel has bought 19.9% stake in New Millennium Capital Corporation, Canada for iron ore mining.

Exploration of opportunities in titanium dioxide business in Tamil Nadu, Ferro-chrome plant in South Africa and setting up of a deep-sea port in coastal Orissa are integral to the Growth and Globalization objective of Tata Steel.

Tata Steel’s vision is to be the global steel industry benchmark for Value Creation and Corporate Citizenship.

Tata Steel India is the first integrated steel company in the world, outside Japan, to be awarded the Deming Application Prize 2008 for excellence in Total Quality Management.

Products

Tata Steel’s Jamshedpur Works produces hot and cold rolled coils and sheets, galvanized sheets, tubes, wire rods, construction rebar and bearings. In an attempt to 'discommodities' steel, Tata Steel has introduced brands like Tata Selenium (the world's first branded Cold Rolled Steel), Tata Shaktee (Galvanized Corrugated Sheets), Tata Tiscon (re-bars), Tata Bearings, Tata Agrico (hand tools and implements), Tata Wiron (galvanized wire products), Tata Pipes (pipes for construction) and Tata Structures (contemporary construction material).Apart from these product brands, the company also has in its folds a service brand called “steel junction”. Corus’ main operating divisions comprise Strip Products, Long Products and Distribution & Building Systems Division.

The NatSteel group produces construction grade steel such as rebars, ‘cut-and-bend’ cages for construction, mesh, precage bore pile, PC wires and PC strand. Tata Steel Thailand produces round bars and deformed bars for the construction industry.

Corporate SustainabilityRegarded globally as a benchmark in corporate social responsibility, Tata Steel's commitment to the community remains the bedrock of its hundred years of sustainability. Its mammoth social outreach programmer covers the company-managed city of Jamshedpur and over 800 villages in and around its manufacturing and raw materials operations through uplift initiatives in the areas of income generation, health and medical care, education, sports, and relief.

The Company, fully conscious of its responsibilities to the future generations, has always taken pro-active measures to ensure optimum utilization of natural resources. This is reflected in the ISO-14001 certification that all its operations have achieved for environment management. The SA 8000 certification for work conditions and improvements in the workplace at the steel works in Jamshedpur, along with its Ferro Alloys and Minerals Division, is a reiteration of its commitment towards the Company's employees. Tata Steel has pioneered numerous employee welfare measures such as the 8 hours working day and the three tier joint consultation system of management which

have been the platform for nearly 80 years of industrial harmony in its Steel Works in Jamshedpur.

Awards and RecognitionsTata Steel India awarded the Deming Application Prize 2008 for excellence in Total Quality Management. It is the first integrated steel company in the world, outside Japan to get this award.

World Steel Dynamics has ranked Tata Steel as the world's best steel maker (for two consecutive years) in its annual listing in February 2006.Tata Steel has been conferred the Prime Minister of India's Trophy for the Best Integrated Steel Plant five times.

It has been awarded Asia's Most Admired Knowledge Enterprise award five times in 2003, 2004, 2006, 2007 and 2008.Conferred the prestigious Global Business Coalition Award for Business Excellence in the Community in recognition of its pioneering work in the field of HIV/ AIDS awareness.

Tata Steel works has been conferred the prestigious social accountability (SA) 8000 certification by social. Accountability international (SAI), USA. It is the first steel company in the world to receive this certificate.Corporate Sustainability Report of Tata Steel hailed by United Nation's Environment Programmed (UNEP) and Standard and poor as strongest, submitted by any corporate house from emerging economies.

Best governed company Award 2006 for setting high standards in governance practices.Tata Steel won "Award for Corporate Social Responsibility in Public health" by US- Indian Business Council (USIBC), Population Services International (PSI) and the center for Strategic and International Studies (CSIS) in 2007.

Set up in 1964 as a joint venture with UK-based James Finlay and Company to develop value-added tea, the Tata Tea Group of Companies, which includes Tata Tea and the UK-based Tetley Group, today represent the world's second largest global branded tea operation with product and brand presence in 40 countries. Among India's first multinational companies, the operations of Tata Tea and its subsidiaries focus on branded product offerings in tea but with a significant presence in plantation activity in India and Sri Lanka. The consolidated worldwide branded tea business of the Tata Tea Group contributes to around 86 per cent of its consolidated turnover with the remaining 14 per cent coming from Bulk Tea, Coffee, and Investment Income. The Company is headquartered in Kolkata and owns 27 tea estates in the states of Assam and West Bengal in eastern India, and Kerala in the south.

Products and BrandsThe company has five major brands in the Indian market - Tata Tea, Tetley, Kanan Devan, Chakra Gold and Gemini -- catering to all major consumer segments for tea. The Tata Tea brand leads market share in terms of value and volume in India and the Tata Tea brand is accorded "Super Brand" recognition in the country. Tata Tea's

distribution network in the country with 38 C&F agents and 2500 stockists caters to over 1.7 million retail outlets (ORG Marg Retail Audit) in India.

The company has a 100% export-oriented unit (KOSHER & HACCP certified) manufacturing Instant Tea in Munnar, Kerala, which is the largest such facility outside

the United States. The unit's product is made from a unique process, developed in-house, of extraction from tea leaves, giving it a distinctive liquoring and taste profile. Instant Tea is used for light density 100% Teas, Iced Tea Mixes and in the preparation of Ready-to- drink (RTD) beverages.

With an area of approx 15,900 hectares under tea cultivation, Tata Tea produces around 30 million kg of Black Tea annually.

Research and DevelopmentTata Tea and the Tetley Group have full-fledged R&D Centres that focus on the branded business. In addition, Tata Tea has an R&D Centre at Teok (Assam) and a product development centre at Bangalore focused on the entire gamut of tea operations.

The Tetley Group

Subsidiary of Tata Tea Limited.

A global player in tea: the world's Number 2 tea bag company, with a presence in over 35 countries worldwide.

Market leader in United Kingdom and Canada, a vibrant player in other major tea markets such as USA, Australia, Poland and France.

Pioneer in the tea industry, with an enviable record of developing some of the most innovative concepts in the world of tea : soft packaging, perforated tea bags, round tea bags and the Drawstring tea bags.

Unmatched global tea buying and blending skills: among the most respected name in the industry for its expertise in buying and blending, with nearly 100 years of experience between senior tea tasters.

Vast portfolio of high quality teas: black tea, green tea, herbal teas, iced ready-to-drink teas and specialty tea.

Titan Industries is the world's fifth largest and India's leading manufacturer of watches. The company has manufactured more than a 100 million watches till date; and has a customer base of over 80 million. The umbrella brand Titan is one of India's leading watch brands that brought about a paradigm shift in the Indian watch market, offering quartz technology with international styling.The brand Titan is committed to offering its consumers watches that represent the compass of their imagination. Titan's customers are therefore consistently introduced to exciting new collections, which connect, with various facets of their deep−rooted yearnings for self-expression. The new brand philosophy of Titan, encapsulated in the words "Be More", touches this as well as all other aspects of the brand.The Titan brand architecture comprises several collection and sub−brands, each of which is a leader in its segment. Notable among them are: Titan Edge The world's slimmest watch which stands for the philosophy of "less is more"; Titan Raga the feminine and sensuous accessory for today's woman, Nebula − crafted in solid 18k gold and precious stones. Several other popular collections like Heritage, Aviator, Regalia, Octane & WWF also form a part of the Titan wardrobe.Today, the Titan portfolio has over 60% of the domestic market share in the organised watch market. The company has 247 exclusive showrooms christened World of Titan',

making it amongst the largest chains in its category backed by 700 after−sales−service centers. The company has a world−class design studio that constantly invents new trends in wrist watches.

India's premier air conditioning and engineering services provider Voltas Limited offers engineering solutions for a wide spectrum of industries in areas such as heating, ventilation and air conditioning, refrigeration, electro-mechanical projects, textile machinery, machine tools, mining and construction equipment, materials handling, water management, building management systems, indoor air quality and chemicals.

The Company's strengths lie principally in the design and manufacture of industrial equipment management and execution of air conditioning and public works projects sourcing, installation and servicing of technology-based systems representation of global technology leaders, serving diverse industrial sectors and applications.

Operations Voltas' operations have been organized into three independent business-specific clusters. Each of these has its own facilities for market coverage and service to customers. Electro-Mechanical Projects & Services Electrical, Mechanical, HVAC & Refrigeration Solutions Electrical, Mechanical & HVAC Solutions (International) Water Management & Treatment Engineering products & Services Textile Machinery Mining & Construction Equipment Machine Tools Materials Handling Solutions Unitary Cooling Products for Comfort & Commercial Use Cooling Appliances Commercial Refrigeration Manufacturing Voltas possesses total capability in the manufacture of room/split air conditioners, industrial air conditioning and refrigeration equipment, water coolers, commercial refrigerators, visicoolers, freezers and fork-lift trucks. All these products bear the stamp of state-of-the-art automated manufacturing plants resulting in consistently high quality and reduced costs. Furthermore, the Company is partnered with Fedders International Inc. of USA for 'manufacture only' alliances producing low cost, high quality room air conditioners. Projects Over the years, Voltas has built up a substantial reputation and is actively engaged in turnkey projects in fields such as electro-mechanical works comprising electrical building services, HVAC, plumbing, public Health, fire fighting, ELV & specialised systems; electrical power projects; environmental and water pollution control; pumping stations and water supply; water & waste water treatment projects. The Company has ISO 9001 - 2000 standards certification in this business, and has successfully undertaken and executed project works in the Middle East, Far East and South East Asia, CIS countries and Africa. Marketing Voltas' sourcing and marketing operations cover air conditioners, textile machinery, machine tools, mining and construction equipment and industrial chemicals. In these sectors, the company demonstrates its specialized engineering expertise, as well as its extensive network for global sourcing. Awards United Nations' Grand Award for Excellence in Public Service Worldwide, 1993-94. International Public Relations Associations' Golden Trophy for Excellence in Customer Service, 1994-95.

Mumbai Chamber of Commerce and Industry's Good Corporate Citizenship Award, 1995-96. Technological leadership As a leader in technology, Voltas has made consistent efforts to bring customers the latest and best technologies across varied domains. The Company has entered into collaborations and technical tie-ups with world leaders so as to keep pace with global developments. Some of Voltas' collaborations are with: Besseling, Netherland, for Controlled Atmosphere (CA) / Ultra - Low Oxygen (ULO) storage technology. Bock - Germany, Refcomp - Italy and JE Hall - UK, for Semi - Hermetic compressor Costan of Italy, for Refrigerated Cabinet Display Units for hyper market engineered systems. Dunham-Bush Incorporated (USA), for screw chillers Hitachi Limited, Japan, for vapour absorption machines MIDEA, China, for Variable Refrigerent flow Systems. Ruks Engineering, Canada, for ozone engineered systems Standard Refrigeration Company (USA), for direct expansion chillers Siemens Building Technologies (Asia-Pacific), for building management systems Representations The company is also an Indian representative of a number of leading manufacturers worldwide. To name a few :

BT, Sweden Bruckener, Germany Erbatech, Germany Fanuc Ltd. , Japan Hercules - Aqualon Division, USA Huntsman Tioxide, UK Hyundai, Kore Kobelco, Japan Kluber, Germany LeTourneau Inc., Australia

LMW, India Memminger, Germany Mitsubishi Heavy Industries, Japan Terex - BL-Pegson, UK Terex - Powerscreen, UK Terex - O&K, Germany Terrot , Germany Tornos , Switzerland

Nation-wide facility network The Company has its head office in Mumbai; zonal headquarters in Mumbai, Kolkata, New Delhi and Chennai; territorial offices at Ahmedabad, Bangalore, Chandigarh, Hyderabad, Jamshedpur, Lucknow, Pune and Kochi; Overseas offices in Dubai, Abu Dhabi (UAE), Hong Kong, Kingdom of Bahrain, Singapore and Qatar; and factories at Pantnagar (Uttaranchal), Thane (Maharashtra) and Dadra (Union Territory).

Westland

Westland, a wholly owned subsidiary of Landmark, is an amalgamation of two companies, EastWest Books and Westland Books, which were merged to form Westland in April 2008.

EastWest Books has a long history of over 45 years in both publishing and distribution. Westland Books, a joint venture company of Landmark and EastWest Books, established in 1984, specialised in marketing American trade publishers. It also published Indian reprints of the popular and best selling Chicken Soup series.With the expertise of three companies under its fold, Westland functions in the areas of publishing, distribution (it is amongst the largest book distributors in India) and retailing of books, with a special focus on publishing.

Currently, the company has three imprints:Tranquebar Press, for literary fiction and non fiction Westland, for trade books (fiction and non fiction) EastWest, for south India heritage and academic cross-over booksThe publishers for whom Westland distributes books include Random House, Transworld, St. Martin's Press, Simon and Schuster, Harper Collins, USA, Canongate, The Perseus group, Penguin group, Hatchette and Pan Macmillan

Westland is based in Chennai and Delhi in India

Tata Teleservices (Maharashtra) Limited

Tata Teleservices (Maharashtra) Limited (TTML) spearheads the Tata Group's presence in the telephony sector in the telecom circles of Maharashtra and Goa, and Mumbai.TTML commenced landline operations in 1998 and today has the largest wireline base in Mumbai and Maharashtra amongst all private operators, with over half a million subscribers, and around 50% market share.  It commenced full mobility wireless services on the CDMA-1X platform in 2004-5, and has over 8 million wireless subscribers today, with around 14% market share.  It is also a market leader in wireless data cards, with its pioneering Plug2Surf 1-X data cards and its recent launch of express wireless broadband services with Photon+. TTML’s network has been rated as the only congestion-free network across Maharashtra and Mumbai in 4 consecutive reports issued by the Telecom Regulatory Authority of India (TRAI). TTML has also recently been rated the No.1 wireless telecom service provider in terms of overall customer satisfaction across Mumbai and Maharashtra in independent studies commissioned by the Telecom Regulatory Authority of India.The Company has been responsible for a number of innovations over the years, including its market introductions last year of 1 GB memory USB wireless modems, the world’s first CDMA AM/FM Radio Phone, the Ganesha-motif Sumukha phone, the launch of the Novatium sub-$100 PC in Mumbai, and, for the first time, a 100 Mbps to the home ethernet-based broadband service.Leveraging its high quality buried fibre Next Generation Network extending over 1500 kms in Mumbai, TTML recently announced its vision for Digital MumbaiTM – broadband anytime, anywhere in Mumbai city.The Company has also been allocated GSM spectrum recently, and will be launching GSM services in Mumbai and Maharashtra shortly.  The GSM network will re-use to a large extent the robust and reliable infrastructure already developed for the Company’s CDMA services.With the full portfolio of products and services required by different categories of retail and enterprise consumers, and an excellent network backed by good customer care, TTML is well positioned to lead the market in the years ahead.The Company is listed on the BSE and the NSE, and has over 600,000 shareholders.  Its revenues for the fiscal 2008-9 were in excess of Rs 2000 Crores, with an EBIDTA of around 29%

TATA TELESERVICES LTD

Tata Teleservices (TTSL) spearheads the Tata group’s presence in the telecom sector. Incorporated in 1996, the company was the first to launch CDMA mobile services in India with the Andhra Pradesh circle. Today, TTSL along with Tata Teleservices (Maharashtra) serves over 36 million customers in over 3,20,000 towns and villages. With an ambitious rollout plan, both in existing circles and across new circles, the company stands for world-class technology and user-friendly services in 22 circles.Tata Teleservices’ bouquet of telephony services includes mobile services, wireless desktop phones, public booth telephony and wire line services. Other services include value-added services such as voice portal, roaming, post-paid internet services, 3-way conferencing, group calling, Wi-Fi internet, USB Modem, data cards, calling card services and enterprise services.Areas of businessHaving pioneered the CDMA 2000-1x technology platform in India, Tata Teleservices has established a 3G-ready robust and reliable telecom infrastructure in partnership with Motorola, Ericsson and Lucent. The company has also received the license from the Department of Telecommunications to launch GSM services. With the launch planned for 2009, TTSL is on the threshold of emerging as a true-play dual technology telecom operator.In November 2008, Tata Teleservices entered into an agreement with Japanese telecom major NTT DOCOMO, moving it closer to a pan-India dual network presence. The company also recently announced a unique reverse equity swap strategic agreement between its fully-owned telecom tower subsidiary, Wireless TT Info-Services, and Quippo Telecom Infrastructure — with the combined entity kicking off operations with 18,000 towers, thereby becoming the largest independent entity in this space.Some of the other products launched by the company include new mobile handsets and new voice and data services such as BREW games, voice portal, picture messaging, polyphonic ring tones, interactive applications like news, cricket, astrology, etc. The company’s Tata Indicom ‘Non Stop Mobile’ allows customers to receive free incoming calls.Tata Teleservices also has India’s largest branded telecom retail chain and is the first service provider in the country to offer an online channel to offer post-paid mobile connections in the country.Joint ventures, subsidiaries, associatesTata Teleservices (Maharashtra): formerly Hughes Tele.com (India) Virgin Mobile India: a brand franchise arrangement with the Virgin Mobile groupLocationThe company is headquartered in Mumbai, India.

Tata Teleservices Limited spearheads the Tata Group’s presence in the telecom sector. The Tata Group had revenues of around US $62.5 bn in Financial Year 2007-08, and includes over 90 companies, around 350,000 employees worldwide and more than 3.2 million shareholders.Incorporated in 1996, Tata Teleservices is the pioneer of the CDMA 1x technology platform in India. It has embarked on a growth path since the acquisition of Hughes Tele.com (India) Ltd [renamed Tata Teleservices (Maharashtra) Limited] by the Tata Group in 2002. It launched mobile operations in January 2005 and today enjoys a pan-India presence through existing operations in all of India’s 22 telecom Circles. The company is also the market leader in the fixed wireless telephony market. The company’s network has been rated as the ‘Least Congested’ in India for last four consecutive quarters by the Telecom Regulatory Authority of India through independent surveys.Tata Teleservices Limited now also has a presence in the GSM space, through its joint venture with NTT DOCOMO of Japan, and offers differentiated products and services under the TATA DOCOMO brand name. TATA DOCOMO arises out of the Tata Group’s strategic alliance with Japanese telecom major NTT DOCOMO in November 2008. TATA DOCOMO has received a pan-India license to operate GSM telecom services—and has also been allotted spectrum in 18 telecom Circles and will roll out its services shortly, starting with South India.TATA DOCOMO marks a significant milestone in the Indian telecom landscape, as it stands to redefine the very face of telecoms in India. Tokyo-based NTT DOCOMO is one of the world’s leading mobile operators—in the Japanese market, the company is the clear market leader, used by over 50 per cent of the country’s mobile phone users.Today, Tata Teleservices Ltd, along with Tata Teleservices (Maharashtra) Ltd, serves over 36 million customers in more than 320,000 towns and villages across the country, with a bouquet of telephony services encompassing Mobile Services, Wireless Desktop Phones, Public Booth Telephony and Wireline Services. Other services include value-added services like Voice Portal, Roaming, Post-paid Internet Services, Three-way Conferencing, Group Calling, Wi-Fi Internet, USB Modem, Data Cards, Calling Card Services and Enterprise Services. Some of the other products launched by the company include Pre-paid Wireless Desktop Phones, Public Phone Booths, Mobile Handsets and

Voice & Data Services such as BREW Games, Voice Portal, Picture Messaging, Polyphonic Ring Tones, and Interactive Applications like news, cricket, astrology, etc.In December 2008, Tata Teleservices announced a unique reverse equity swap strategic agreement between its fully-owned telecom tower subsidiary, Wireless TT Info-Services Limited, and Quippo Telecom Infrastructure Limited—with the combined entity kicking off operations with 18,000 towers, thereby becoming the largest independent entity in this space. Tata Teleservices’ bouquet of telephony services includes mobile services, wireless desktop phones, public booth telephony and wire line services.

Employee Engagement

The Best Employers Study methodology has been tested and applied in many countries around the world.The Best Employer Study encompasses the following components:

1. Employee Engagement Survey; 2. HR-Audit; 3. Leadership Team Survey

What is the Employee Engagement Survey?The employee opinion surveys are traditionally thought to measure satisfaction. In consequence, the employee's engagement is very often mistaken with his or her satisfaction. Hewitt's experience proves that there's a very big difference between a satisfied and engaged employee. While the level of satisfaction in case of an engaged employee is always high, the satisfied employee wouldn't be necessarily engaged.

"Engagement" is a measure of the emotional and intellectual commitment that employees have to their organization.The Employee Engagement Survey also measures employee satisfaction in each of the drivers of employee engagement that fall under the categories of:

1. People2. Work3. Opportunities4. Quality of Life 5. Compensation 6. Procedures

• Engaged employees are not just committed; not just passionate or proud. They have line-of-sight on their own future and on the organization’s mission and goals. They are “enthused” and “in gear” using their talents and discretionary effort to make a difference in their employer’s quest for sustainable business success.Blessing White, “The State of Employee Engagement 2008”

• A positive attitude held by the employee towards the organisation and its values. An engaged employee is aware of business context, and works with colleagues to improve performance within the job for the benefit of the organisation. It requires a two-way relationship between employer and employee.Institute for Employment Studies, “Engagement: The Continuing Story 2007”

• Employee Engagement is a combination of commitment to the organisation and its values plus a willingness to help out colleagues. University of York

It is inversely associated with stress. Hockey (2000) says that people adapt to the demands of work in three ways:

• Effort without distress (Engagement)– Working harder and deriving satisfaction

• Distress without effort (Disengagement)– Giving up and feeling bad about it

• Effort with distress (Strain)– Working harder but with fatigue and anxiety

It is closely linked to Affective Commitment:

• The employee's positive emotional attachment to the organization. An employee who is affectively committed strongly identifies with the goals of the organization and desires to remain a part of the organization. Meyer & Allen (1990)

• The relationship exists because it is pleasurable. Employees are involved in occupational activities that they enjoy and that they are able to effectively pursue unfettered by unnecessary organisational constraints.O’Malley (2000)

Definitions may vary, but there is broad agreement on the basics:

• a positive attitude towards, and pride in, the organisation• belief in the organisations’ products/services• a sense that the organisation enables the employee to perform well• a wish to behave collaboratively and be a good team player• a willingness to go beyond the requirements of the job.• a desire to work to make things better• an understanding of business context and ‘bigger picture’

• being respectful of, and helpful to, colleagues• keeping up to date with developments in the field.•

What does the Employee Engagement Survey involve?Employees of participating organisations can complete the survey online with an access password distributed internally by the participating organization. As an alternative to the online completion of data, it is possible to fill in the paper version of the questionnaires.The survey takes each employee approximately 20-30 minutes to complete.The Employee Engagement Survey has been tested extensively to determine reliability, validity and independence of the factors in analysis.

What is the HR-Audit?The HR-Audit identifies what sets the Best Employers apart from the rest. The HR-Audit was designed by Hewitt Associates to gather information about philosophies, practices and policies influencing the management of people in organisations in key areas such as:

1. Recruiting/Orientation/Organisational Change 2. Talent Management 3. Development/Learning/Leadership/Internal Communication 4. Work Environment 5. Rewards and Recognition 6. Time/Work/Life 7.

What does the HR-Audit involve?

The HR Audit should be filled in by a team of HR professional, however ONE person should be responsible for submitting all the responses. It has been designed so that sections may be allocated to different people/departments within an organization, which may have better access to specific data. The time to complete the HR-Audit can range from 1.5 - 3 hours, depending on the availability of HR data. The HR-Audit Questionnaire is available only in Excel application.

What is the Business Leader Questionnaire?The Business Leader Questionnaire is designed to gather information to indicate the business leader's philosophies and approach to managing people. It takes approximately

20-30 minutes to complete the questionnaire. This questionnaire can be completed online or during the business leaders' meeting with Hewitt's consultant. It is possible to fax or mail in the completed questionnaire.

Why does it matter?

Companies with HIGH employee engagement saw:13.2% improvement in net income growth19.2% improvement in operating income 27.8% improvement in Earnings per Share

Companies with LOW employee engagement saw3.8% decline in net income32.7% decline in net income growth11.2% decline in EPS

(Source: ISR. 664,000 employees world wide, one-year study, 2006)

Engaged employees:

BusinessPerformance

EmployeeEngagement

• Perform up to 20% better than less-engaged employees• Are 87% less likely to leave the organisation than employees with low levels of

engagement• Are more innovative• Are more committed to customer satisfaction• Contribute more to their organisation than their less engaged peers• Consistently go the extra mileWhat drives it?• There have been innumerable studies looking for the common drivers of

Engagement.• Substantial differences have been found between nationalities and types of

people.• There seem to be four principle common themes in which the drivers lie……

How can you measure it?

• Invite respondents to agree or disagree with a series of statements that comprehensively address the four key themes.

• We have identified a bank of 30 items. This list can be reduced to between 10 and 20 items when set in the context of a broader employee survey.

How can you measure it?For each respondent we use an algorithm to calculate an Engagement score - based on the individual items - and express it as a score out of 100.

010

20

30

40

50

60

7080

90 100

How can you measure it?• The index provides a reliable comparative ‘single number’ measure for different

groupings within the survey and on an historical basis

• External comparison of such a highly personalised measure is fraught with danger but, in general:

– Below 50% - critical– 50% to 60% - poor– 60% to 70% - moderate– 70% to 80% - good– Over 80% - excellent

For each, and any, business unit or demographic group within the survey we can then calculate an overall index score and, if numbers permit, an histogram of the way in which Engagement is distributed.

• The histogram provides a powerful visual representation of something very complex. It allows us to identify the proportions that fall into the main engagement categories:

– Engaged (70% engagement or higher)– Enrolled (50 to 70% engagement)– Disenchanted (30% to 50% engagement)– Disengaged (30% engagement or less)

Is it significant?• Statistical Significance is based on Confidence Intervals, and depends on three

things:

– The degree of confidence is the biggest influence. We often set this at 95%. 90% being much easier to prove, 99% harder.

– The number of respondents is next – the CI for small groups can be enormous.

– The CI is widest for scores of 50% and gets easier to prove as scores increase or decrease.

• At individual item level we can use the statistical Test for Proportions: P=[p1n1 + p2n2] / [n1 + n2]

• At index level we can use a t-test:

• However, this is only relevant to very large groups.• Let common sense prevail; we are dealing with people not data. Significance

addresses ‘random variation’ whilst we are dealing with considered responses.• If one figure is more than fractionally higher than another it probably means

something. Even if it doesn’t it is highly unlikely to mean the opposite!

12 Questions to Measure Employee Engagement

Five years ago, The Gallup Organization began creating a feedback system for employers that would identify and measure elements of worker engagement most tied to the bottom line--things such as sales growth, productivity and customer loyalty.

    After hundreds of focus groups and thousands of interviews with employees in a variety of industries, Gallup came up with the Q12, a 12-question survey that identifies strong feelings of employee engagement. Results from the survey show a strong correlation between high scores and superior job performance. Here are those 12 questions:

Do you know what is expected of you at work?

Do you have the materials and equipment you need to do your work right? At work, do you have the opportunity to do what you do best every day? In the last seven days, have you received recognition or praise for doing good

work? Does your supervisor, or someone at work, seem to care about you as a person? Is there someone at work who encourages your development? At work, do your opinions seem to count? Does the mission/purpose of your company make you feel your job is important? Are your associates (fellow employees) committed to doing quality work? Do you have a best friend at work? In the last six months, has someone at work talked to you about your progress? In the last year, have you had opportunities at work to learn and grow?