CHAPTER 1

INTRODUCTION:
Human resource executives in India continue to struggle with talent management issues, particularly retention. The quest to find the best way to retain employees has taken HR pundits through concepts such as employee review, employee satisfaction and employee delights. The latest idea is Employee Engagement, a concept that holds, that, it is the degree to which an employee is emotionally bonded to his organization and passionate about his work that really matters. Engagement is about motivating employees to do their best. An engaged employee gives his company his hundred percent. The quality of output and competitive advantage of a company depends upon the quality of its people. It has been proved that there is an intrinsic link between employee engagement, customer loyalty and profitability. When employees are effectively and positively engaged with their organization they form an emotional connection with the company. This impacts their attitude towards the companys clients, and thereby improves customer satisfaction and service levels. Most organizations realize today that a satisfied employee is not necessarily the best employee in terms of loyalty and productivity. It is only an engaged employee who is intellectually and emotionally bound with the organization, feels passionately about its goals and is committed towards its values who can be termed thus. He goes the extra mile beyond the basic job responsibility and is associated with the actions that drive the business. Moreover, in times of diminishing loyalty, employee engagement is a powerful retention strategy. The fact that it has a strong impact on the bottom-line adds to its significance. A successful employee engagement helps create a community at the workplace and not just a workforce. As organizations globalize and become more dependent on technology in a virtual working environment, there is a greater need to connect and engage with employees to provide them with an organizational identity. Especially in Indian culture this becomes more relevant given the community feeling which organization provide in our society.

There are a lot of HR things. They are called fads. Those are the bandwagons upon which we hop. Perhaps its time to evaluate whether employee engagement is a fad or a new knowledge domain for which HR executives can help make their companies a better place to work. 1.2. OBJECTIVES OF THE STUDY: To understand the organizations goals/needs. To understand employees experiences and expectations in their working with the organization. To design a customized employee-friendly questionnaire. To enable employees participation in the study. To determine engagement measure and the key drivers of employee engagement. To determine key strength areas that needs to be consolidated. To determine key areas for intervention to enhance employee engagement.

1.3. NEED OF THE STUDY: An organizations capacity to manage employee engagement is closely related to its ability to achieve high performance levels and superior business results. Engaged employees will stay with the company, be an advocate of the company and its products and services, and contribute to bottom line business success. Engaged employees also normally perform better and are more motivated. There is a significant link between employee engagement and profitability. Employee engagement is critical to any organization that seeks not only to retain valued employees, but also increase its level of performance.

1.4. INTRODUCTION TO EMPLOYEE ENGAGEMENT:

The areas which are being focused in terms of Employee Engagement are: Growth Stagnation Stress/Workload/Team Engagement Communication Appreciation

A positive attitude held by the employee towards the organization and its values. An engaged employee works with colleagues to improve performance within the job for the benefit of the organization. The organization must work to develop and nurture engagement, which requires a two-way relationship between employer and employee. Employee engagement is a partnership between a company and its employees Most organizations today realize that a satisfied employee is not necessarily the best employee in terms of loyalty and productivity. It is only an ENGAGED EMPLOYEE who is intellectually and emotionally bound with the organization who feels passionate about its goals and is committed towards its values thus he goes the extra mile beyond the basic job. Employee engagement is a powerful retention strategy. An engaged employee gives his company his 100 percent. When employees are effectively and positively engaged with their organization, they form an emotional connection with the company. Employee engagement is a barometer that determines the association of a person with the organization. It is about creating the passion among associates to do things beyond what is expected from him. EMPLOYEE ENGAGEMENT starts right at the selection stage:

Choosing the right fit, giving a realistic job preview Strong induction and orientation programme To keep up the morale of people and drive them towards excellent performance through recognition letters, profit sharing schemes, long performance awards etc.

Regular feedback to all people

Communication forums like the in-house magazine, and regular surveys and conferences By helping to maintain the quality of work-life and a balance between personal/professional lives, there are recreational activities like festivities, get-togethers, sports etc.

An open and transparent culture to empower its people.

The result of these practices can be evident through the regular feedback from our employees collected through surveys, Diagnostic tool for employee engagement include the following
- training -pay -benefits -health -safety -cooperation -family orientation -friendliness -job satisfaction

- development - career - performance appraisals - performance management - communication - equal opportunity - fair treatment

which helps to create - feeling valued and involved which is - ENGAGEMENT. Factors for Higher Employee Engagement Here is a list of some contributing factors: Understanding of corporate goals/mission Understanding of job and how it contributes to overall corporate goals Clear communication of goals, expectations, directions Job design Job fit Support and tools Independence & innovation 5

Relationship with boss/direct reports Clear feedback on performance Recognition Learning and development opportunities Opportunities for advancement

Measuring the Impact of Employee Engagement

SOME USEFUL COMPANY ENGAGEMENT PROGRAMS COULD INCLUDE:

A daily column, written by Directors, Chairman, on the intranet with company announcements / programs etc.

Online real-time tracking of progress. Employees can view company progress towards targets / goals. Provide long term strategic vision for business growth. Employee suggestion systems / quick responses. Weekly blog related to serious business issues and staff to read / comments.

1.5 RESEARCH METHODOLOGY

Research in common parlance refers to a search for knowledge. Research can be defined as scientific and systematic search for pertinent information on a specific topic. It can also be defined as scientific investigation or a careful investigation, enquire specially through search for the new facts in any branch of knowledge or a voyage of discovery. Research design: Description research was conducted to collect data. Descriptive research includes survey and fact enquiries of different kinds. The major purpose of descriptive research is description of the state of affairs as it exists at present. Data sources: The study used both secondary and primary data. Primary data For the purpose of study, the researcher prepared a structures and protested questionnaire which was administered to the cross section of supervisors and artisans of Mediciti. The researcher conducted informal interviews with the employees to know the facts. Secondary data The researcher collected the information about the topic and concept about the topic from books written by management journals and magazines related to management.

Methods of data collected:

The data was collected through questionnaires Sampling: Sample is the representative of the whole universe or population. Her the universe constitute employees and the Sample is drawn though stratified Sampling Method where only Non Executive employee are considered. Sample technique The present study uses stratified Sampling Method. If the Population from which the Sampling technique is generally applied in order to obtain a representative Sample. Sample Size The total Sample Size was restricted to 100 Samples from employees. Scope: The present study is an attempt to get the theoretical concept, Methods and procedures of the employee engagement and to understand their practical application and problems encountered in implementing employee engagement survey methods in real organization situation.

CHAPTER 2

2.0. REVIEW OF LITERATURE

Engagement at work was conceptualized by Kahn, (1990) as the Harnessing of Organizational Members selves to their work roles , in engagement, people employ and express themselves physically, cognitively, and emotionally during role performances. The second related construct to engagement in organizational behavior is the notion of flow advanced by Csikszentmihalyi (1975, 1990). Csikzentmihalyi (1975) defines flow as the Holistic Sensation that, people feel when they act with total involvement. Flow is the state in which there is little distinction between the self and environment. When individuals are in Flow State little conscious control is necessary for their actions. Employee engagement is the thus the level of commitment and involvement an employee has towards their organization 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 organization. The organization must work to develop and nurture engagement, which requires a two-way relationship between employer and employee. Thus Employee engagement is a barometer that determines the association of a person with the organization. Engagement is most closely associated with the existing construction of job involvement (Brown 1996) and flow (Csikszentmihalyi, 1990). Job involvement is defined as The degree to which the job situation is central to the person and his or her identity (Lawler & Hall, 1970). Kanungo (1982) maintained that job involvement is a Cognitive or belief state of Psychological identification. Job involvement is thought to depend on both need saliency and the potential of a job to satisfy these needs. Thus job involvement results form a cognitive judgment about the needs satisfying abilities of the job. Jobs in this view are tied to ones self image. Engagement differs from job in as it is concerned more with how the individual employees his/her self during the performance of his / her job. Furthermore engagement entails the active use of emotions. Finally engagement may be thought of as an antecedent to job involvement in that individuals who experience deep engagement in their roles should come to identify with their jobs. When Kahn talked about employee engagement he has given important to all three aspects physically, cognitively and emotionally. Where as in job satisfaction

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importance has been given more to cognitive side. HR practitioners believe that the engagement challenge has a lot to do with how employee feels about the about work experience and how he or she is treated in the organization. It has a lot to do with emotions which are fundamentally related to drive bottom line success in a company. There will always be people who never give their best efforts no matter how hard HR and line managers try to engage them. But for the most part employees want to commit to companies because doing so satisfies a powerful and a basic need in connect with and contribute to something significant.

Aspects of Employee Engagement:

Three basic aspects of employee engagement according to the global studies are: The employees and their own unique psychological make up and experience The employers and their ability to create the conditions that promote employee engagement Interaction between employees at all levels.

Thus it is largely the organizations responsibility to create an environment and culture conducive to this partnership, and a win-win equation.

Categories of Employee Engagement:

According to the Gallup the Consulting organization there are there are different types of people:Engaged--"Engaged" employees are builders. They want to know the desired Expectations for their role so they can meet and exceed them. They're naturally curious about their company and their place in it. They perform at consistently high levels. They want to use their talents and strengths at work every day. They work with passion and they drive innovation and move their organization forward Not Engaged---Not-engaged employees tend to concentrate on tasks rather than the goals and outcomes they are expected to accomplish. They want to be told what to do just so they can do it and say they have finished. They focus on accomplishing tasks vs. achieving an outcome. Employees who are not-engaged tend to feel their contributions are being overlooked, and their potential is not being tapped. They often feel this way because they don't have productive relationships with their managers or with their coworkers. 11

Actively Disengaged--The "actively disengaged" employees are the "cave dwellers." They're "Consistently against Virtually Everything." They're not just unhappy at work; they're busy acting out their unhappiness .They sow seeds of negativity at every opportunity. Every day, actively disengaged workers undermine what their engaged coworkers accomplish. As workers increasingly rely on each other to generate products and services, the problems and tensions that are fostered by actively disengaged workers can cause great damage to an organization's functioning.

Importance of Engagement:
Engagement is important for managers to cultivate given that disengagement or Alienation is central to the problem of workers lack of commitment and motivation (Aktouf). Meaningless work is often associated with apathy and detachment from ones works (Thomas and Velthouse). In such conditions, individuals are thought to be estranged from their selves (Seeman, 1972) .Other Research using a different resource of engagement (involvement and enthusiasm) has linked it to such variables as employee turnover, customer satisfaction loyalty, safety and to a lesser degree, productivity and profitability criteria (Harter, Schmidt & Hayes, 2002). An organizations capacity to manage employee engagement is closely related to its ability to achieve high performance levels and superior business results. Some of the advantages of Engaged employees are Engaged employees will stay with the company, be an advocate of the company and its products and services, and contribute to bottom line business success. There is a significant link between employee engagement and profitability. They form an emotional connection with the company. This impacts their attitude towards the companys clients, and thereby improves customer satisfaction and service levels It builds passion, commitment and alignment with the organizations strategies and goals Increases employees trust in the organization Creates a sense of loyalty in a competitive environment 12

Provides a high-energy working environment Boosts business growth Makes the employees effective brand ambassadors for the company

A highly engaged employee will consistently deliver beyond expectations. In the workplace research on employee engagement (Harter, Schmidt & Hayes, 2002) have repeatedly asked employees whether they have the opportunity to do what they do best everyday. While one in five employees strongly agree with this statement. Those work units scoring higher on this perception have substantially higher performance. Thus employee engagement is critical to any organization that seeks to retain valued employees. The Watson Wyatt consulting companies has been proved that there is an intrinsic link between employee engagement, customer loyalty, and profitability. As organizations globalize and become more dependent on technology in a virtual working environment, there is a greater need to connect and engage with employees to provide them with an organizational identity. Career Development- Opportunities for Personal Development Organizations with high levels of engagement provide employees with opportunities to develop their abilities, learn new skills, acquire new knowledge and realize their Potential. When companies plan for the career paths of their employees and invest in them in this way their people invest in them. Career Development Effective Management of Talent Career development influences engagement for employees and retaining the most talented employees and providing opportunities for personal development. Leadership- Clarity of Company Values Employees need to feel that the core values for which their companies stand are unambiguous and clear. Leadership Respectful Treatment of Employees Successful organizations show respect for each employees qualities and contribution regardless of their job level.

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Leadership Companys Standards of Ethical Behavior A companys ethical standards also lead to engagement of an individual Empowerment Employees want to be involved in decisions that affect their work. The leaders of high engagement workplaces create a trustful and challenging environment, in which employees are encouraged to dissent from the prevailing orthodoxy and to input and innovate to move the organization forward. Image How much employees are prepared to endorse the products and services which their company provides its customers depends largely on their perceptions of the quality of those goods and services. High levels of employee engagement are inextricably linked with high levels of customer engagement. Other factors: Equal Opportunities and Fair Treatment The employee engagement levels would be high if their bosses (superiors) provide equal opportunities for growth and advancement to all the employees Performance appraisal Fair evaluation of an employees performance is an important criterion for determining the level of employee engagement. The company which follows an appropriate performance appraisal technique (which is transparent and not biased) will have high levels of employee engagement. Pay and Benefits The company should have a proper pay system so that the employees are motivated to work in the organization. In order to boost his engagement levels the employees should also be provided with certain benefits and compensations. Health and Safety

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Research indicates that the engagement levels are low if the employee does not feel secure while working. Therefore every organization should adopt appropriate methods and systems for the health and safety of their employees. Job Satisfaction Only a satisfied employee can become an engaged employee. Therefore it is very essential for an organization to see to it that the job given to the employee matches his career goals which will make him enjoy his work and he would ultimately be satisfied with his job. Communication The company should follow the open door policy. There should be both upward and downward communication with the use of appropriate communication channels in the organization. If the employee is given a say in the decision making and has the right to be heard by his boss than the engagement levels are likely to be high. Family Friendliness A persons family life influences his wok life. When an employee realizes that the organization is considering his familys benefits also, he will have an emotional attachment with the organization which leads to engagement

Co-operation If the entire organization works together by helping each other i.e. all the employees as well as the supervisors co-ordinate well than the employees will be engaged. BENEFITS TO THE ORGANISATION: Employee engagement builds passion, commitment and alignment with the organizations strategies and goals. Attracts more people like existing employee. 15

Increases employees trust in organization. Creates a sense of loyalty in a competitive environment. Lowers attrition rate. Increases productivity and improves morale. Provides a high energy working environment. Improves overall organizational effectiveness. Makes the employee effective brand ambassadors for the company.

How to measure Employee Engagement?

Gallup research consistently confirms that engaged work places compared with least engaged are much more likely to have lower employee turnover, higher than average customer loyalty, above average productivity and earnings. These are all good things that prove that engaging and involving employees make good business sense and building shareholder value. Negative workplace relationships may be a big part of why so many employees are not engaged with their jobs. Step I: Listen The employer must listen to his employees and remember that this is a continuous process. The information employees supply will provide direction. This is the only way to identify their specific concerns. When leaders listen, employees respond by becoming more engaged. This results in increased productivity and employee retention. Engaged employees are much more likely to be satisfied in their positions, remain with the company, be promoted, and strive for higher levels of performance. Step II: Measure current level of employee engagement Employee engagement needs to be measured at regular intervals in order to track its contribution to the success of the organization.

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But measuring the engagement (feedback through surveys) without planning how to handle the result can lead employees to disengage. It is therefore not enough to feel the pulsethe action plan is just as essential. Step III: - Identify the problem areas Identify the problem areas to see which are the exact areas, which lead to disengaged employees Step IV: Taking action to improve employee engagement by acting upon the problem areas Nothing is more discouraging to employees than to be asked for their feedback and see no movement toward resolution of their issues. Even the smallest actions taken to address concerns will let the staff know how their input is valued. Feeling valued will boost morale, motivate and encourage future input. Taking action starts with listening to employee feedback and a definitive action plan will need to be put in place finally. THE TEN CS OF EMPLOYEE ENGAGEMENT: How can leaders engage employees heads, hearts, and hands? The literature offers several avenues for action; we summarize these as the Ten Cs of employee engagement. 1. Connect: Leaders must show that they value employees. Employee-focused initiatives such as profit sharing and implementing worklife balance initiatives are important. However, if employees relationship with their managers is fractured, then no amount of perks will persuade employees to perform at top levels. Employee engagement is a direct reflection of how employees feel about their relationship with the boss. Employees look at whether organizations and their leader walk the talk when they proclaim that, Our employees are our most valuable asset. 2. Career: Leaders should provide challenging and meaningful work with opportunities for career advancement. Most people want to do new things in their job.

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For example, do organizations provide job rotation for their top talent? Are people assigned stretch goals? Do leaders hold people accountable for progress? Are jobs enriched in duties and responsibilities? Good leaders challenge employees; but at the same time, they must instill the confidence that the challenges can be met. 3. Clarity: Leaders must communicate a clear vision. People want to understand the vision that senior leadership has for the organization, and the goals that leaders or departmental heads have for the division, unit, or team. Success in life and organizations is, to a great extent, determined by how clear individuals are about their goals and what they really want to achieve. 4. Convey: Leaders clarify their expectations about employees and provide feedback on their functioning in the organization. Good leaders establish processes and procedures that help people master important tasks and facilitate goal achievement. Good leaders work daily to improve the skills of their people and create small wins that help the team, unit, or Organization performs at its best. 5. Congratulate: Business leaders can learn a great deal from Woo dens approach. Surveys show that, over and over, employees feel that they receive immediate feedback when their performance is poor, or below expectations. These same employees also report that praise and recognition for strong performance is much less common. Exceptional leaders give recognition, and they do so a lot they coach and convey. 6. Contribute: People want to know that their input matters and that they are contributing to the organizations success in a meaningful way. First, an employee understands of the connection between her work as operational zed by specific jobrelevant behaviors and the strategic objectives of the company had a positive impact on job performance. Second, an employees attitude towards the job and the company had the greatest impact on loyalty and customer service than all the other employee factors combined. Third, improvements in employee attitude led to improvements in job-relevant behavior; this, in turn, increased customer satisfaction

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and an improvement in revenue growth. In sum, good leaders help people see and feel how they are contributing to the organizations success and future. 7. Control: Employees value control over the flow and pace of their jobs and leaders can Create opportunities for employees to exercise this control A feeling of being in on things, and of being given opportunities to participate in decision making often reduces stress; it also creates trust and a culture where people want to take ownership of problems and their Solutions. 8. Collaborate: Studies show that, when employees work in teams and have the trust and cooperation of their team members, they outperform individuals and teams which lack good relationships. Great leaders are team builders; they create an environment that fosters trust and collaboration. Surveys indicate that being cared about by colleagues is a strong predictor of employee engagement. Thus, a continuous challenge for leaders is to rally individuals to collaborate on organizational, departmental, and group goals, while excluding individuals pursuing their selfinterest. 9. Credibility: Leaders should strive to maintain a companys reputation and demonstrate high ethical standards. People want to be proud of their jobs, their performance, and their 10. Confidence: Good leaders help create confidence in a company by being exemplars of high ethical and performance standards. Practitioners and academics have argued that Competitive advantage can be gained by creating an engaged workforce. Leaders should actively try to identify the level of engagement in their organization, find the reasons behind the lack of full engagement, strive to eliminate those reasons, and implement behavioral strategies that will facilitate full engagement. These efforts should be ongoing. Employee Engagement is hard to achieve and if not sustained by leaders it can wither with relative ease.

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CHAPTER 3

COMPANY PROFILE
INTRODUCTION: Mediciti Health care Services Private Limited was incorporated on 14 th Feb, 2003 at Hyderabad. The company is private company is private company with a meaning of clause (iii) sub clause (1) of section 3 of companies Act, 196. The first Board of Directors of the company are Shri. B.Narayanaswamy, Shri. R. Satish Reddy and Shri.m.Akkeswara Rao. Dr. P.S.Reddy is the Founder & chairman and Dr.

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Vijay Kumar is the CEO of Mediciti Hospitals. Prof. Nagamalleswara Rao GL is the director & COO, of Mediciti Hospitals. In this modern era of fast changing world super specialization in any field is the global trend, so in medicine with the advancement of technology and an ever increasing need to learn more, more specialized courses are the need of the hour, our nation cannot afford to lag behind in this era of globalization. The professional at Mediciti has been bringing together Quality Services to fill Quality Needs. Whether you are looking for a Health Check Services or Medical Services Provider, Mediciti is here to serve you curing is process, one that requires meticulous dedication and skilled knowledge. At MediCiti, we deliver the best health care, courtesy an experience of more than 12 years. More than all these we ensure that the human touch is felt in every aspect of the process, because to care with all the heart is the cure in entirety. Do remember us in tough times, which you need nothing short of the best specialist to trust. Mediciti launched its website on 26th May2005, inaugurated by Dr.Mrs.Uma Shashi Sharma Honble Mayor Indore and Guest of Honor Mr.P Naragari IAS Municipal Commissioner-Indore.Pulmonary Medicine has conducted a Cough Check Fortnight from 1st August to 14th August 2005. The package includes X-ray, Blood test, PFT and pulmonologist consultations. The package cost was Rs. 200/only and it has received a tremendous response. As much number of Hospitals are operating in the present world Mediciti has got its own unique specialties. Some of the most important are 14 year old hospital with full time dedicated senior consultants. Centrally located Hospital. 24 hours service for all types of emergencies and critical care. It is a one stop center for excellence with multi disciplinary (Multi Super Specialties) interaction under one roof 24 hours emergency care available by Senior Consultants working in a group in all the departments. ICCU, Emergency conveniently located in the ground floor for speedy action.

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Exclusive & unique Respiratory Intensive Care Unit in the twin cities. Diagnostic facilities with rapid and accurate results within 2 hours of the sample collection

Experience and success rate in handling all types of emergency cases is highest in the twin cities in the corporate sector.

We have a DNB program running successfully for the 3rd year ensuring round the clock care.

Very good survival rate for poisoning cases. We have a combination of academicians and interventionists and well known consultants from different groups.

Speed and Accuracy of primary Diagnosis of a patient is very good. Infectious diseases of all varieties are treated by our specialists with a high success rate.

Ac General ward at a reasonable price at par with super deluxe rooms of high quality nursing homes.

Objectives: To establish and run the hospital as a nonprofit health and medical organization. To provide best service and treatment to the patients who are economically backwards and poor. To acquire the latest equipment which will assists the treatment process and offer the service affordably. Assure quality nursing care according to ANA/NLN Nursing Standards for Geriatric and Home Health Nursing. Providing knowledgeable staff in numbers sufficient to provide an appropriate level of care and frequency of visits in the home.

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Provide high quality health care services in a cost-effective manner. Provide knowledgeable staff in numbers sufficient to provide and appropriate level of care and frequency of visits in the home.

To establish, maintain, run hospitals, clinics, nursing homes, mobile medical units, medical service centers, and intensive care units including the business of setting up and running diagnostic centers.

To undertake, provide, and assist in all kind of research and development work required to promote, assist or engage in setting up of hospitals, clinics, laboratories etc.

To establish, promote, run every type of clinics X-rays, ECG, EEG computerized assisted tomography, diagnostic centers with our profit making.

To carryon the business of manufacture, buys, sell, import, export, and generally to deal with all types of surgical, medical, pharmaceutical, scientific and equipment instruments, appliances, accessories, and diagnostic and reagent kits, diagnostic equipment, aids and accessories, health care aids, health care products and instruments.

About Mediciti Hospitals: Over 14 years of existence, Medicti Hospitals has acquired a special character and philosophy so unique that it would be different for any other hospital to match. Apart from catering to more that eight super specialties providing state-of-theart care, Medicti hospitals has been in the forefront of academics also. Mediciti Hospitals is one of the hospitals in the private sector in the state to run Diplomat of National Board training courses in 5 specialties(Cardiology, Internal Medicine, Nephrology, Pulmonary Medicine and General Surgery ).The hospital also runs a two Postgraduate Diploma Course in Respiratory Therapy(recognized by Government of A.P.). In addition, the school of Nursing started in 1995 trains about 60 nurses every year. A Medical College (Mediciti Institute of Medical Sciences) with 100 seats are accepted every year. We are planning to start Post Graduate courses soon.

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Mediciti Hospitals has established itself as a super specialist in Cardiology & Cardiac Surgery with an impressive panel of highly qualified and reputed doctors. But due credit must also be given to the support system that enabled this to happen; the much respected nursing and paramedical staff and kind administrative personnel who ensure that patient care is at its best, and that the entire experience of hospitalization is as smooth and comfortable as possible. I do believe that the warm, caring and friendly environment that all these teams have created at Mediciti, is unique. Just as every patients smile, on being discharged, is a proof of a job well done by our various professional teams. This level of satisfaction is the intangible asset that Mediciti must continue to strive for, and better with each passing day and each new patient. Mediciti has been acknowledged for its honest, sincere and ethical practice consistently since its inception. The Origin of MEDICITI HOSPITALS: Mediciti Hospitals, Hyderabad was established in 1993 as a result of a vision envisaged by Indian medical professionals in the U.S.A to serve patients with quality medical care of International standards at an affordable cost. SHARE (Science Health Allied Research & Education) has been setup by Asian Indians who have organized themselves in the USA to form a not for profit organization to channel their efforts in helping their motherland gain access to world class health care, research and education. To execute the projects SHARE INDIA and SHARE Medical Care were formed in India. SHARE (Science Health Allied Research & Education) SHARE chose to start the project in Andhra Pradesh in a rural area of RangaReddy District. The main center is situated on about 100 acres of land on the shore of the picturesque Shamirpet Lake.

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REACH (Rural Effective Affordable Comprehensive Health Care) is an awardwinning program of SHARE and serves approximately 29 surrounding villages of Medchal Mandal (country), which form the nucleus of this innovative project. This center is well equipped with and intensive care unit, state of the art equipment such as the cardiac catheterization laboratory, operating theaters and residential quarters for staff and visitors. THE MISSION: To create and promote an innovative system in which scientists and health care professionals succeed, by building a creative environment for, not merely the elite, but an institution in which every inventive, hardworking individual can thrive. THE MEANS: To fulfill its mission, SHARE conceived of an international medical science city MediCiti. An institution in India, with state of the art equipment and facilities second to none in the world. A shrine, which nurtures creativity and fosters excellence. To provide Indians access to: Training in preventive, diagnostic, therapeutic and research skills. Advanced medical Care where service and not profit is the motive Research in any field, in a conductive environment and with all modern tools.

THE OBJECTIVE: The objective of SHARE (Science Health Allied Research & Education) is to channel the desire of Indians to give back to their Country of origin and translate their dreams into reality. SHARE is a charitable organization dedicated to promoting Spirit of sharing with those less fortunate than oneself. Project REACH (Rural Effective Affordable Comprehensive Health Care) was launched in 1994 by SHARE INDIA to develop a viable model of a health care delivery system so that Health Care for ALL becomes a reality.

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Why, REACH? The present Health Care Delivery System based on one PHC (Primary Health Care) for every 30,000 population has failed to produce the desired results for the following reasons: Lack of infrastructure to support lifestyle of Doctors and their families which resulted in failure to recruit and retain Doctors in rural areas. Huge number of PHCs precluded adequate equipment and staff to provide quality services

People lacked confidence in ill-equipped, ill-staffed and poorly attended Centers.

MILESTONES: Contributions to SHARE INDIA are totally tax-exempt under section 35(I) (ii) of Indian Income Tax Act. Contributions to SHARE MEDICAL CARE are 50% tax exempt under section 80G of the Indian Income tax Act. 1981 SHARE USA incorporated as tax-exempt organization. 1985- Dr .PS Reddy addresses the first press Conference and declares NRIs proposal to set up International Medicine Sciences City. 1986- SHARE INDIA formed and registered. 1987-SHARE MEDICAL CARE registered. 100 acres of land acquired at Medchal adjoining Shamirpet Lake. 1990- August 18- International Medical Sciences City renamed MediCiti. Foundation stone laid by Dr. M.Chenna Reddy, Chief Minister, Andhra Pradesh. 1993- October 29 First Cardiac Cath performed. November 4- Sarovar Building leased for Citi Center. 1994- January -6 Bed ICU started. 1995- March 12- Citi Center formally inaugurated by Sri NT Rama Rao, Chief Minister, Andhra Pradesh. 1996- The 8 bed Medical Intensive Care Unit was initiated. The Division of Hepatology and Gastroenterology was started.

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1997- Dialysis Nephrology and kidney Transplant Unit were started. The Citi Center Cathlab was commissioned. 1998- Dental Maxillofacial Surgery Division was started General & Laparoscopic Surgical theaters were started Neurosurgery theater was started with Post Operative Intensive Care Units Respiratory Intensive Care Unit was commissioned Cardio thoracic Surgery Unit commenced at Citi Canter. 1999- Pediatric & Neonatal Intensive Care Unit commissioned The ENT Division with surgical facilities commissioned. LIST OF THE DEPARTMENTS: Accounts Administration Anesthesia. Billing Bio- Medical Engineering Cardiology Cardio Thoracic CC CSSD Dietetics Emergency Medicine Endocrinology Engineering Front Office Gastroenterology House Keeping

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 Information Technology Internal Medicine Laboratory Medicine Laparoscopic and General Surgery Marketing Medical Records Nephrology Nursing OP Secretarial Service Orthopaedics Paediatrics Personnel & HRD Pharmacy Physiotherapy Pulmonology Purchase Radiology & Imageology Security Stores Surgical Resident Group Transport

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Each department has its own significance and they equally contribute to the overall success of the organization. ABOUT MEDICITI HOSPITAL & ITs FEATURES: Centrally located Hospital

24 hours service for all types of emergencies and critical care It is a one stop center for excellence with multi disciplinary (multi super specialties) interaction under one roof 24 hours emergency care available by Senior Consultants working in a group in all the departments ICCU, Emergency conveniently located in the ground floor for speedy action Exclusive & unique Respiratory Intensive Care Unit in the twin cities Diagnostic facilities with rapid and accurate results within 2 hours of the sample collection Experience and success rate in handling all types of emergency cases in highest in the twin cities in the Corporate sector We have a DNB programme running successfully for the 3rd year ensuring round the clock care Very good survival rate for poisoning cases We have a combination of academidicians and interventionists and well known consultants from different groups Infectious diseases of all varieties are treated by our specialists with a high success rate Speed and Accuracy of primary Diagnosis of a patient is very good.

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 AC General ward at a reasonable price at par with super deluxe room of high quality nursing homes HIV patients are treated with full confidentiality at no extra cost Separate Dialysis machines for HbsAg +ve and ve patients Cadaver transplants are done Non-invasive ventilations monitored by a well qualified Pulmonologist Radial cardiac interventions, Dobutamind stress, 3D Echos are done

Visiting consultants are accessible directly through their mobile numbers.

VISION BEHIND MEDICITI: Mediciti was founded with the specific aim of providing high quality advanced medical care at the lowest possible costs. I am happy to state this adjective has been met to a large extent. However, it should not be forgotten that a large and very important component of quality care is the human component. Compassion, prompt attention, patient hearing and Mediciti. Quality improvement is its external goal. The quality of care index can be calculation by dividing the time a consultant spends by the time the patient has waiting to get the consultants attention. Improvement in this is index in one of the parameters used to gauge improvement in quality of care at Mediciti. I hope Mediciti will continue to be the torchbearer of quality care and set standards that other hospitals would strive to achieve. I wish Mediciti continued success in striving to reach new horizons in delivery of quality medical care.

HUMAN RESOURCE POLICIES:31

Salary structure = basic + HRA + spl. conveyance Provident fund (PF): 12% on basic salary. Leaves: 30 pa on confirmation Increments: every year from D.O.J (date of joining) Medical: 50% concession to you and your family on conformation of services. Canteen: can avail subsidized breakfast Rs:7/- and lunch Rs:20/-

RULES: 1.Proxy punching is subversive of discipline and against the attendance punching procedure and amount to misconduct as per the service rules of hospitals. 2. Do not punch/swipe others card.

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CHAPTER 4

INDUSTRY PROFILE

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AN OVERVIEW OF INDIAN HEALTHCARE

With the demand for healthcare for exceeding supply, Indias health industry is expect to grow by around 13% a year for the next year, CONFEDERATION OF INDIA INDUSTRY[C11] has started in a press release issued recently. Indias healthcare sector having made impressive strides in recent years has growth to Rs73000 cr industry, which is roughly 4% of G.D.P. Healthcare industry is booming all over world. In the U.S.A. it is already the largest services sector and worldwide it is started to be a $4 trillion market by 2005. The corporate hospital will be play a positive role in healthcare sector by taking the load off from government hospitals, whose performance hasnt been to the mark. The last three decades, as a result of initiatives and reforms, private sector is emerging as a major force in healthcare delivery services adding to this the insurable companies, The hospital hardware and software copmanies, which have come togeather to create the boom. FACTORS ATTRACTING CORRPORTE IN HEALTH CARE SECTOR:i. RECOGNITION AS AN INDUSTRY: In the mid 80s the health sector was recognized as an industry. Hence it became possible to get-term funding from the financial institution. The government also reduced the import duty in medical equipments technology, thus opening up the sector. ii. The rise of literacy rate, higher level of income and increasing awareness through deep preservation of medical channels, contributing to greater attention being pained to healthcare with the rise in the system of nuclear families, it become necessary for regular health checkups and incenses in health expenses for the bread reaner of the family.

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iii.

OPENING OF THE INSURANCE SECTOR: In India approximately 60% of total health expenditure comes from selfpaid category as against government contribution of 25-30%. A majority of private hospitals are expensive for a normal middle class family. The opening up of the insurance sector to private players is expected to guide a shot in the arms of health are industry health insurance will make health care affordable large number of people currently, in India only 2 million people(0% of total population of are covered under medicalclaim)

GROWTH OF PRIVATE SECTOR: Lack of funding has thus bbeen the biggest abstract to the growth of private hospitals the government eliminated this constraint by extending tax benefits to investors in private hospitals with 100 beds or more. It also reduced in impact duty on life saving equipment from 25-5% to encourage hospitals to input the latest equipment, the private sector already accounts for about 70% of Indias healthcare services market and the incentive will further fuel the growth.

OPPURTUNTIES: Good healthcare in India is in extreme short supply and gap prevents vast opportunities to the corporate to plug in among the major growth, low density of opportunities to corporate to plug in among major groups, low density of doctors in Indian with only 43 doctors of every 10,000 people as compared to us. That has 2340 doctors per 10,000. World health organization report says that India need to add 80,000 hospitals deeds each years to meet the demand of its population, the huge shortage of hospital dads outline a major opportunity for the private sector. Acknowledging the immense in the sector, corporate are getting into business of managing hospitals, which could be explored.

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ROLE OF TECHNOLOGY: Healthcare is racing towards high-techno, outwitted technology and health agencies wanting to distinguish themselves from the pack will have to opt for leading edge technologies. And that means healthcare delivery through application of telecommunications technology or rather talent decline. This will help transfer P.F electronic medical data, including high-resolution image, sounds, live video and patient records from one location to another through telephone line, ISDN, modem, internet. Situates, video conferencing ect. All this will result in better care at lower costs and the new technologies available will help streamline processes, integrate data and monitor care. MAJOR PLAYERS IN THE PRIVATE HEALTHCARE SECTOR: The private health care segment has grown into a formidable industry estimate to be Rs 8000 cores major corporations lied the Tatas, Apollo groups, Fortis, max wockhardt, primal, ispat, Duncan escorts have made significant investments in setting up stage of the art. Private hospitals in cities like Mumbai, New Delhi Chennai, Kolkata and Hyderabad.

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CHAPTER 5

37

ANALYSIS AND DATA INTERPRETATION

38

1. Do you have the opportunities to do the work best? Options Yes No Sometimes Total Respondents 65 15 20 100

Interpretation: The above chart explains that 65% respondents said that they have oppurtunities to do work best.

2. I am continuously updated on the developments taking place in the organization?

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Options Strongly Agree Agree Disagree Neither agree nor disagree Total

Respondents 40 25 15 20 100

Interpretation: The 40% employees strongly agreed that they are continuously updated on the developments taking place in the organization and 25% agrees, 15% disagrees and 20% were neither agree nor disagree.

3. Do you get proper platform to execute your ideas? Options Yes No Sometimes Total Respondents 63 5 32 100

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Interpretation: 63% respondents said that they get proper platform to execute ideas, 5% respondents said no and 32% respondents said sometimes.

4. Do you have the materials and equipment to do your work efficiently? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 20 45 15 20 100

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Interpretation: The 45% employees were only agreed for that they have the materials and equipments to do work efficiently, 25% employees strongly agree, 15% disagree and 20% neither agree nor disagree.

5. Do you satisfied with the level of trust on your team? Options Yes No Sometimes Total Respondents 40 5 55 100

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Interpretation: The above chart represents that 55% employees were sometimes only satisfy with level of trust on team, 40% employees said yes & 5% were said no.

6. Do you have the opportunities at work to learn and grow? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 45 37 10 8 100

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Interpretation: The 45% respondents were strongly agree that they have opportunities at work to learn & grow,37% were agree,10% disagree, 8% neither agree nor agree.

7. Do I get Feedback regularly from my supervisor for improving my performance? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 52 28 7 13 100

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Interpretation: The above chart explains that 52% employees get regular feedback from superiors for improving performance, 28% employees agree, 7% disagree, 13% neither agree nor disagree.

8. Do I get sufficient opportunities to improve my skills? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 40 30 3 27 100

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Interpretation: The 40% employees strongly agree that they get sufficient opportunities to improve skills were 30% agree, 3% disagree and 27% neither agree nor agree.

9. The people here are pleasant and co-operative to work with? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 55 28 10 7 100

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Interpretation: 55% respondents said that the people here are pleasant and co-operative to work with them, 28% agreed, 10% disagree and 7% neither agree nor disagree.

10. I regularly receive recognition/praise for doing good work? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 42 37 18 3 100

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Interpretation: The above chart explains that 42% respondents strongly agree that they will regularly receive recognition/praise for doing good work, 37% agreed, 18% disagreed and 3% neither agree nor disagree.

11. Whether your suggestion will be considered during your job? Options Frequently Rarely Occasionally Total Respondents 23 36 41 100

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Interpretation: The 41% respondents were said that occasionally the suggestions are considered during the job, 23% said that frequently and 36% said that rarely.

12. Do you agree that frequent chance has been given to improving your skill and job knowledge? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 30 49 13 8 100

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Interpretation: The above chart explains that 49% employees were agreed for that they have given frequent chance given to improving skill and job, where 30% strongly agree, 13% disagree and 8% neither agree nor disagree.

13. Do you agree with the company functions conducted in your organization? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 34 36 10 20 100

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Interpretation: The 36% respondents were agree that with company functions conducted in organization, 34% strongly agree, 10% disagree and 20% neither agree nor disagree.

14. Are you satisfied with the stress relief programs conducted in your organization? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 39 41 9 21 100

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Interpretation: The 41% employees were satisfied with the stress relief programs conducted in organization where 39% strongly agree and only 9% disagree and 21% neither agree nor disagree.

15. Do you agree that you are utilizing yourself and your potential as a whole to this organization? Options Yes No Sometimes Total Respondents 69 2 29 100

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Interpretation: The 69% respondents were agreeing that utilizing them self and their potential as a whole to this organization.

16. The other departments in organization co-operate with each other? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 60 20 5 15 100

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Interpretation: The 60% respondents were strongly agree that other departments in organization were cooperate with each other, 20% were agree, 5% were disagree and 15% were neither agree nor disagree.

17. My company takes care of my safety and welfare? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 30 50 15 5 100

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Interpretation: The 50% respondents were agreed that company takes care of employee safety and welfare, 30% strongly agree, 15% were disagree and 5% were neither agree nor disagree.

18. Our salary is competitive when compared to other companies in Market? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 20 42 23 15 100

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Interpretation: 42% respondents said that they agreed their salary is competitive when compared to other companies in market and 20% said that they strongly agree and 23% disagreed, 15% neither agreed nor disagree.

19. Our Mission / purpose of our company make me feel that my job is important? Options Yes No Sometimes Total Respondents 45 15 40 100

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Interpretation: The above chart explains that 45% respondents said yes that their mission/purpose of their company make them feel that their job is important and 40% said sometimes and 5% said no.

20. Overall, I am extremely satisfied with my job? Options Strongly Agree Agree Disagree Neither agree nor disagree Total Respondents 40 25 15 20 100

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Interpretation: The 40% respondents strongly agree that they are extremely satisfied with their job and 25% agreed, 15% disagreed, 20% neither agree nor disagree.

21. My supervisor provides me with feedback and guidance? Options Yes No Sometimes Total Respondents 65 15 20 100

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Interpretaion: The above chart explains that 65% respondents said that their supervisior provides them feedback and guidance.

22. Even if I had the opportunity to get a similar job with another organization, I would stay with my present company? Options Yes No Sometimes Total Respondents 55 20 25 100

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Interpreatation: The above chart explains that 55% respondents said that they would like to stay with present company only and 20% respodents said no and 25% respodents said sometimes.

23. Overall, I have confidence in the senior managers at the company? Options Yes No Sometimes Total Respondents 38 15 47 100

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Interpretation: The 47% respondents said that they have confidence in the senior mangers at the company sometimes.

24. Do I get encouraged to learn from my mistakes? Options Yes No Sometimes Total Respondents 64 10 26 100

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Interpretation: The 64% respondents said that they were encouraged to learn from miskates, 26% said some times and 10% said no.

25. At work, my opinions seem to count? Options Yes No Sometimes Total Respondents 43 16 41 100

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Interpretation: 43% respondents said that their opinions seem to be count and 16% said no, 41% said some times.

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CHAPTER 6

64

FINDINGS, SUGGESTIONS AND RECOMMENDATION

6.1. FINDINGS:
I. The data analysis shows that greater dissatisfaction prevailed regarding the existing financial rewards or benefit plans in terms of employee engagement as expressed by the employees of the organization. II. Significant differences were observed in terms of recognition among different grades of employees. III. Differences prevailed in the existing reward systems as perceived by the employees of different departments. IV. Findings also revealed the emphasis given by the employees to fairness and equity in the job.

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V.

Department-wise analysis of data shows that medical department has rated almost all the attributes to low extent which is an area of great concern.

VI.

The mean scores obtained by the different grades of workers and workers of different department relatively indicate that employees are quite optimistic regarding the future of the company.

6.2. RECOMMENDATION: i. The suggestion box programs can be sophisticatedly changed to employee involvement association (EIA) because it is the keystone of organizational development, nurturing the engagement & empowerment of people. ii. Employees have diverse needs so this diversity requires flexible and individually directed support. The priority must be to offer a customizable program that can be tailored to the specific needs of each individual. iii. Benefit plans like cash balance plan which is a defined contribution plan specify the amount of contribution made by the employer towards an employees retirement account can be implemented. iv. Health savings plan, HSAs paired with high deductible health plans, HDHPs help employers cope with rising health care premiums can be implemented. v. Incentive awards must be designed to reward employees ideas, suggestions and solutions that results in cost savings and generate revenue. vi. Cash awards or gift certificates can be awarded as per the policy and procedures governing recognition/incentive programs. Examples of behavior to recognize-customer service, team

support/team building, quality control, leadership, problem solving etc. vii. viii. Awards may be in the form of a gift card with a monetary value. Rewards and recognition should be fair, transparent, inclusive, timely and varied.

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ix.

The form of recognition should be appropriate to the contribution that was made.

6.3. CONCLUSION:
As Per the above observations, Organization except few Employees who are Not Engaged and few who are Nearly engaged and can be changed to an Engaged Employee by their supervisors by proper planning. Employee Engagement is the buzz word term for employee communication. It is a positive attitude held by the employees towards the organization and its values. It is rapidly gaining popularity, use and importance in the workplace & impacts Organizations in many ways. Employee engagement emphasizes the importance of employee communication on the success of a business. An organization should thus recognize employees, more than any other variable, as powerful contributors to a company's competitive position. Therefore employee engagement should be a continuous process of learning, improvement, measurement and action. We would hence conclude that raising and maintaining employee engagement lies in the hands of an organization and requires a perfect blend of time, effort, commitment and investment to craft a successful endeavor.

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BIBILOGRAPHY

BIBLIOGRAPHY
Books referred: Human Resource Management..Shashi K.Gupta, Rosy Joshi Human Resource Management.V.S.P.Rao Human Resource Management.Fisher Shaw

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Human Resource Management.Subba Rao . Websites:

www.humanresources.about.com www.hr-guide.com www.books.google.com

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ANNEXURE

Questionnaires of Employee Engagement Survey: Employee name: Position: Department: Start working from: 1. Do you have the opportunities to do the work best? Yes ( ) No ( ) Sometimes ( )

2. I am continuously updated on the developments taking place in the organization?

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a. Strongly Agree b. Agree c. Disagree

( ( (

) ) ) )

d. Neither Agree nor Disagree (

3. Do you get proper platform to execute your ideas? Yes ( ) No ( ) Sometimes ( )

4. Do you have the materials and equipment to do your work efficiently? a. Strongly Agree b. Agree c. Disagree ( ( ( ) ) ) )

d. Neither Agree nor Disagree (

5. Do you satisfied with the level of trust on your team? Yes ( ) No ( ) Sometimes ( )

6. Do you have the opportunities at work to learn and grow? a. Strongly Agree b. Agree c. Disagree ( ( ( ) ) ) )

d. Neither Agree nor Disagree (

7. Do I get Feedback regularly from my supervisor for improving my performance? a. Strongly Agree b. Agree c. Disagree ( ( ( ) ) ) )

d. Neither Agree nor Disagree (

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8. Do I get sufficient opportunities to improve my skills? a. Strongly Agree b. Agree c. Disagree ( ( ( ) ) ) )

d. Neither Agree nor Disagree (

9. The people here are pleasant and co-operative to work with? a. Strongly Agree b. Agree c. Disagree ( ( ( ) ) ) )

d. Neither Agree nor Disagree (

10. I regularly receive recognition/praise for doing good work? a. Strongly Agree b. Agree c. Disagree ( ( ( ) ) ) )

d. Neither Agree nor Disagree (

11. Whether your suggestion will be considered during your job? Frequently ( ) Rarely ( ) Occasionally ( )

12. Do you agree that frequent chance has been given to improving your skill and job knowledge? a. Strongly Agree b. Agree c. Disagree ( ( ( ) ) ) )

d. Neither Agree nor Disagree (

13. Do you agree with the company functions conducted in your organization? a. Strongly Agree b. Agree c. Disagree d. Neither Agree nor Disagree ( ( ( ( ) ) ) )

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14. Are you satisfied with the stress relief programs conducted in your organization? a. Strongly Agree b. Agree c. Disagree ( ( ( ) ) ) )

d. Neither Agree nor Disagree (

15. Do you agree that you are utilizing your self and your potential as a whole to this organization? Yes ( ) No ( ) Sometimes ( )

16. The other departments in organization co-operate with each other? a. Strongly Agree b. Agree c. Disagree ( ( ( ) ) ) )

d. Neither Agree nor Disagree (

17. My company takes care of my safety and welfare? a. Strongly Agree b. Agree c. Disagree d. Neither Agree nor Disagree ( ( ( ( ) ) ) )

18. Our salary is competitive when compared to other companies in Market? a. Strongly Agree b. Agree c. Disagree ( ( ( ) ) ) )

d. Neither Agree nor Disagree (

19. Our Mission / purpose of our company make me feel that my job is important? Yes ( ) No ( ) Sometimes ( )

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20. Overall, I am extremely satisfied with my job? a. Strongly Agree b. Agree c. Disagree ( ( ( ) ) ) )

d. Neither Agree nor Disagree (

21. My supervisor provides me with feedback and guidance? Yes ( ) No ( ) Sometimes ( )

22. Even if I had the opportunity to get a similar job with another organization, I would stay with my present company? Yes ( ) No ( ) Sometimes ( )

23. Overall, I have confidence in the senior managers at the company? Yes ( ) No ( ) Sometimes ( )

24. Do I get encouraged to learn from my mistakes? Yes ( ) No ( ) Sometimes ( )

25. At work, my opinions seem to count? Yes ( Thank you!!! ) No ( ) Sometimes ( )

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75