Iocl Report by Anupam

PROJECT REPORT
ON
EMPLOYEE SATISFACTION INDEX
IOCL, MATHURA REFINERY
Under Guidance Of: Mr A.K. Sinha ( CHRM)
Submitted By: Anupam Sharma MBA IIIrd Sem
AMITY UNIVERSITY, RAJISTHAN
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DECLARATION
I hereby declare that the report titled Employee Satisfaction Index is a bonafide record of the summer project done by me for Indian Oil Corporation Limited during the period of 1 June 2011 TO 15 JULY 2011 as part of my MBA program at AMITY UNIVERSITY RAJISTHAN. This study has been undertaken in partial fulfillment of the requ irement for the award of MBA
I also declare that this report has not been submitted in full or part thereof, to any other university or institutions for the award of any degree or diploma fellowship or for similar titles or prizes.
Date: Place:
Anupam Sharma MBA
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CERTIFICATE
This is to certify that the study presented by Anupam Sharma to the Indian
Oil Corporation Limited, in part completion of the MBA course under the
title Employee Satisfaction Index has been done under the guidance of MR. PANKAJ JAIN The project is in the nature of original work that has not so far been su bmitted for any program of AMITY UNIVERSITY RAJ. or any other University / Institute or Organisation. References of work and related so urces have been mentioned in the chapter of Bibliography.
Signature of the Guide MR. PANKAJ JAIN
Signature of the HOD
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ACKNOWLEDGEMENT
Surpassing milestones towards a mission sometimes gives us such a degree of jubilance that we tend to forfeit guidance and help extended by the people to whom the success of mission is solely dedicated. It was a great learning experience for me working in such a big organization. I would like to take this opportunity to pay gratitude towards the efforts of all those without whom it would not have been possible to accomplish this project. I am highly indebted to my Reporting Officer Mr. A.K.SINHA (CHRM), company guide Mr. Raj Thankan (Sr. officer, Admin. & welfare), faculty Guide, MR. PANKAJ JAIN for their expert and valuable advice and guidance from time to time and enlightening my with ample information and giving a direction to my project. I would like to thank them for sparing their valuable time and providing required information, infrastructure, suppor t and time throughout the project.
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TABLE OF CONTENTS
SNo. CHAPTER 1 1.1 1.2 CHAPTER 2 2.1 2.2 2.4 2.5 2.6 CHAPTER 3 3.1 3.2 3.3 3.4 CHAPTER4 CHAPTER5 CHAPTER6 CHAPTER 7 CHAPTER 8 CHAPTER 9
Content
Page
Industry Summary
Refineries in India Brief description of the Mathura Refinery Background of the Company Vision & Values Group Companies Corporate Logo Businesses Recognitions Overview: Employee satisfaction Personnel and Administration Department Objective Function Responsibility Nature of Research Data Collection & Data Analysis Limitations of the Survey Finding & Conclusions Bibliography Annexure 6 8 9 11 12 13 14 18 19 20 21 22 24 25 28 30 33 39 40
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INDUSTRY SUMMARY
Oil and gas overview

The Indian Petroleum industry is one of the oldest in the world, with oil being struck at Makum near Margherita in Assam in 1867 nine years after Col. Drake's discovery in Titusville. The industry has come a long way since then. For nearly fifty years after independence, the oil sector in India, has seen the growth of giant national oil companies in a sheltered environment. A process of transition of the sector has begun since the mid nineties, from a state of complete protection to the phase of open competition. The move was inevitable if India had to attract funds and technology from abroad into our petroleum sector. The sector in recent years has been characterized by rising consumption of oil products, declining crude production and low reserve accretion. India remains one of the least-explored countries in the world, with a well density among the lowest in the world.
REFINERIES IN INDIA
To meet the growing demand of petroleum products, the refining capacity in the country has gradually increased over the years by setting up of new refineries in the country as well as by expanding the refining capacity of the existing refineries. As of April, 2009 there are a total of 20 refineries in the country comprising 17 (seventeen) in the Public Sector and 3 (three) in the Private Sector. The country is not only self sufficient in refining capacity for its domestic consumption but also exports petroleum products substantially. The total refining capacity in the country as on 1.10.2009 stands at 179.956 MMTPA. The company-wise location and capacity of the refineries as on 1.10.2009 is given in Table 1:
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Table 1 S. No.
Name of the company
Location of the Refinery
Capacity, MMTPA*
1.
Indian Oil Corporation Limited (IOC) IOC IOC IOC IOC IOC IOC IOC Hindustan Petroleum Corporation Limited (HPCL) HPCL, Visakh Bharat Petroleum Corporation Limited (BPCL) BPCL, Kochi
Guwahati, Assam
1.00
2. 3. 4. 5. 6. 7. 8.
Barauni, Bihar Koyali, Vadodara, Gujarat Haldia, West Bengal Mathura, Uttar Pradesh Digboi, Assam Panipat, Haryana Bongaigaon, Assam Mumbai, Maharashtra Visakhapatnam, Andhra Pradesh Mumbai, Maharashtra
6.00 13.70 6.00 8.00 0.65 12.00 2.35
9.
5.50
10.
7.50
11.
12.00
Kochi, Kerala Manali, Tamil Nadu
9.50
12. 13. Chennai Petroleum Corporation 9.50
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Limited (CPCL) 14. CPCL, Nagapattnam Numaligarh Refinery Ltd.(NRL) Mangalore Refinery & Petrochemicals Ltd. (MRPL) Tatipaka Refinery (ONGC) Reliance Industries Ltd. (RIL); Private Sector Reliance Petroleum Limited (SEZ); Private Sector Essar Oil Limited (EOL); Private Sector
TOTAL
Nagapattnam, Tamil Nadu Numaligarh, Assam,
1.00
15.
3.00
16.
Mangalore, Karnataka
9.69
17.
Tatipaka, Andhra Pradesh
0.066
18.
Jamnagar, Gujarat
33.00
19.
Jamnagar, Gujarat
29.00
20.
Jamnagar, Gujarat
10.50
179.956
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2. EXPANSION OF EXISTING REFINERIES

Capacity expansions planned during XIth Five Year Plan has been indicated in Table 2.
Table 2 S.NO.
Name of the company Indian Oil Corporation Limited (IOCL) IOCL Hindustan Petroleum Corporation Limited (HPCL) Hindustan Petroleum Corporation Limited (HPCL) Chennai Petroleum Corporation Limited (CPCL) BPCL, Kochi Refineries Ltd. Mangalore Refinery & Petrochemicals Ltd. (MRPL)
Location of the Refinery
Increase in Capacity(MMTP A)*
Panipat, 3.0 Haryana Haldia, 1.5 West Bengal Mumbai, 2.40 Maharashtra
1.
2.
3.
Visakhapatnam, 2.50 Andhra Pradesh
4.
Manali, 1.60 Tamil Nadu Kochi, 2.0 Kerala Mangalore, 5.31 Karnataka
5.
6.
7.
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8.
Oil & Natural Gas Corporation Limited (ONGC) Essar Oil Limited TOTAL
Tatipaka, 0.066 Andhra Pradesh Vadinar,
9.
Gujarat 23.876
5.50
3. NEW REFINERIES
New grassroots refineries coming up during the XIth Five Year Plan is indicated in Table:
S.No.
Name of the Company
Location of the Capacity Refinery (MMTP A)
1. 2. 3. 4. 5.
Indian Oil Corporation Limited (IOCL) Bharat Oman Refineries Limited (BORL) Hindustan Mittal Energy Limited (HMEL) Essar Oil Limited, (EOL) Nagarjuna Oil Corporation Limited (NOCL) Total
Paradip, Orissa Bina, Madhya Pradesh Bathinda, Punjab Jamnagar, Gujarat Cuddalore, Tamil Nadu 54
15 6 9 18 6
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BACKROUND OF THE COMPANY
INDIAN OIL CORPORATION LIMITED
Indian Oil Corporation Ltd. is India's largest company by sales with a turnover of Rs. 271,074 crore and profit of Rs. 10,221 crore for the year 2009-10.
IndianOil is the highest ranked Indian company in the latest Fortune Global 500 listings, ranked at the 125th position, With a market capitalisation of Rs. 75,000 crores. IndianOil's vision is driven by a group of dynamic leaders who have made it a name to reckon with. Established as an oil marketing entity on 30th June 1959, Indian Oil Company Ltd. was renamed Indian Oil Corporation Ltd. on 1st September 1964 following the merger of Indian Refineries Ltd. (established in August 1958) with it. The integrated refining & marketing entity has since grown into the countrys largest commercial enterprise.
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The company covers the entire hydrocarbon value chain from refining, pipeline transportation and marketing of petroleum products to exploration & production of crude oil & gas, marketing of natural gas, and petrochemicals. IndianOil and its subsidiary (CPCL) accounted for over 48% petroleum products market share, 34.8% national refining capacity and 71% downstream sector pipelines capacity in India. IndianOil is currently investing Rs. 47,000 crore in a host of projects. The IndianOil Group of companies owns and operates 10 of Indias 20 refineries with a combined refining capacity of 65.7 million metric tonnes per annum. IndianOils cross-country network of crude oil and product pipelines, spanning 10,899 km and the largest in the country, meets the vital energy needs of the consumers in an efficient, economical and environmentfriendly manner.
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CORPORATE OVERVIEW
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Values
Indianoil nurtures the core values of Care, Initiative, Passion & Trust across the organization in order to deliver value to its stakeholders. Care Stands for :- Concern, Empathy, Understanding, Co-operation, Empowerment.
Innovation Stands for :- Creativity, Ability to learn, Flexibility, Change.
Passion Stands for :- Commitment, Dedication, Pride, Inspiration, Ownership, Zeal & Zest.
Trust Stands for :- Delivered promises, Reliability, Dependability, Integrity, Truthfulness, Transparency.
Objectives & Obligations OBJECTIVES:y
To serve the national interests in oil and related sectors in accordance and consistent with Government policies.
To ensure maintenance of continuous and smooth supplies of petroleum products by way of crude oil refining, transportation and marketing activities and to provide appropriate assistance to consumers to conserve and use petroleum products efficiently.
To enhance the country's self-sufficiency in crude oil refining and build expertise in laying of crude oil and petroleum product pipelines.
To further enhance marketing infrastructure and reseller network for providing assured service to customers throughout the country.
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To create a strong research & development base in refinery processes, product formulations, pipeline transportation and alternative fuels with a view to minimizing/eliminating imports and to have next generation products.
To optimise utilisation of refining capacity and maximize distillate yield and gross refining margin.
To maximise utilisation of the existing facilities for improving efficiency and increasing productivity.
To minimise fuel consumption and hydrocarbon loss in refineries and stock loss in marketing operations to effect energy conservation.
y y
To earn a reasonable rate of return on investment. To avail of all viable opportunities, both national and global, arising out of the Government of Indias policy of liberalisation and reforms.
To achieve higher growth through mergers, acquisitions, integration and diversification by harnessing new business opportunities in oil exploration & production, petrochemicals, natural gas and downstream opportunities overseas.
To inculcate strong core values among the employees and continuously update skill sets for full exploitation of the new business opportunities.
To develop operational synergies with subsidiaries and joint ventures and continuously engage across the hydrocarbon value chain for the benefit of society at large.
Obligations
y
Towards customers and dealers:- To provide prompt, courteous and efficient service and quality products at competitive prices.
Towards suppliers:- To ensure prompt dealings with integrity, impartiality and courtesy and help promote ancillary industries.
Towards employees:- To develop their capabilities and facilitate their advancement through appropriate training and career planning. To have fair dealings with recognised representatives of employees in pursuance of healthy industrial relations practices and sound personnel policies.
AMITY UNIVERSITY, RAJISTHAN Page 16
Towards community:- To develop techno-economically viable and environmentfriendly products. To maintain the highest standards in respect of safety, environment protection and occupational health at all production units.
Towards Defence Services:- To maintain adequate supplies to Defence and other para-military services during normal as well as emergency situations.
Financial Objectives
y
To ensure adequate return on the capital employed and maintain a reasonable annual dividend on equity capital.
y y
To ensure maximum economy in expenditure. To manage and operate all facilities in an efficient manner so as to generate adequate internal resources to meet revenue cost and requirements for project investment, without budgetary support.
To develop long-term corporate plans to provide for adequate growth of the Corporations business.
To reduce the cost of production of petroleum products by means of systematic cost control measures and thereby sustain market leadership through cost competitiveness.
To complete all planned projects within the scheduled time and approved cost.
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Group Companies
Expanding Horizons IndianOil is currently metamorphosing from a pure sectoral company with dominance in downstream in India to a vertically integrated, transnational energy behemoth. The Corporation is already on the way to becoming a major player in petrochemicals by integrating its core refining business with petrochemical activities, besides making large investments in E&P and import/marketing ventures for oil&gas in India and abroad.
FOLLOWING ARE THE GROUP COMPANIES
1.Lanka IOC PLC
2.IndianOil (Mauritius) Ltd.
3.IOC Middle East FZE
4.Chennai Petroleum Corporation Ltd. (CPCL)
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5.IndianOil - CREDA Biofuels Limited
CORPORATE LOGO Use of IndianOil logo: The registered logo of IndianOil is:-
However, whenever the logo is not accompanied by the full name "Indian Oil Corporation Limited", the lettering "IndianOil" in two colours may be incorporated under the logo. The word "IndianOil" when incorporated in running matter should continue to be used as one word with the letter "I" and "O" in capitals as shown. It should be in single colour(Dark Blue) and not in two colours.
The significance of the logo: The IndianOil logo essentially has the following elements:
y y
A saffron coloured circle/globe Enclosed by a dark blue coloured outer ring and a dark blue coloured band across on which is written the name IndianOil in Devanagri script
The saffron circle represents energy as a derivative of the Sun, connoting life and the future. The dark blue outer ring and the horizontal band symbolize technology for harnessing this energy.
50 Golden Years in the Service of the Nation

Indias flagship national oil company and downstream petroleum major, Indian Oil Corporation Ltd. (IndianOil) celebrated its Golden Jubilee during 30th June 1st September 2009. The following Logo was adopted on that occasion.
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BUSINESS
1. Refining
IndianOil controls 10 of Indias 20 refineries. The group refining capacity is 65.7 million metric tonnes per annum (MMTPA, .i.e. 1.30 million barrels per day approx.) the largest share among refining companies in India. It accounts for 34.8% share of national refining capacity.
2. Pipelines
Indian Oil Corporation Ltd. operates a network of 10,899 km long crude oil, petroleum product and gas pipelines with a capacity of 75.26 million metric tonnes per annum of oil and 10 million metric standard cubic meter per day of gas.
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3. Marketing
IndianOil has one of the largest petroleum marketing and distribution networks in Asia, with over 35,000 marketing touch points. The countrywide marketing operations are coordinated by 16 State Offices and over 100 decentralised administrative offices.
4. Research & Development Centre
With emphasis on development and speedy commercialisation of globally competitive products, processes and technologies, the focus has now shifted from R&D to RD&D (Research, Development & Deployment). The R&D Centre continues to provide significant support to the IndianOil Group refineries in product quality improvement, evaluation of catalysts and additives, health assessment of catalysts, material failure analysis, troubleshooting and in improving overall efficiency of operations.
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5. Petrochemicals
The Corporation is envisaging an investment of Rs 30,000 crore in the petrochemicals business in the next few years. Beginning with a lowinvestment, high-value projects such as Methyl Tertiary Butyl Ether (MTBE) and Butene-1 at Gujarat Refinery, Vadodara, IndianOil has set up a world-scale Linear Alkyl Benzene (LAB) plant at Gujarat Refinery and an integrated Paraxylene/Purified Terephthalic Acid (PX/PTA) plant at Panipat.
6. Natural Gas
With 12.5% equity in Petronet LNG Limited (PLL), IndianOil has marketing rights for 30% quantity of the LNG (Liquefied Natural Gas) procured by PLL from RasGas, Qatar under the long term agreement. The Corporation entered the Natural Gas business in March 2004. Since then, by leveraging its inherent strengths and countrywide reach, IndianOil has significantly enhanced its customer base. In the year 2009-10, it clocked sales of 1.683 MMTPA (million metric tonnes per annum).
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7. E & P
To enhance upstream integration, IndianOil has been pursuing exploration & production activities both within and outside the country in collaboration with consortium partners. The overseas portfolio includes eleven blocks spanning Libya, Iran, Gabon, Nigeria, Timor-Leste, Yemen and Venezuela. IndianOil is associated with two successful discoveries in oil exploration blocks, one each in India and Iran. ndianOil also farmed into an exploration block in Gabon along with Oil India Ltd. (OIL) as the operator. In addition, the IndianOil-OIL combine has acquired participating interest in a block in Nigeria. IndianOils domestic portfolio includes 11 oil and gas blocks and 2 CBM blocks in India including 2 blocks awarded to IOC and its consortium partners under NELP-VIII.
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Recognitions
Amongst the many recent distinctions achieved by IOCL, some of them are as follows :(Data from the last three years)
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2011
IndianOil in Top 10 Indian Companies in Forbes Global 2000 compiled by Forbes magazine for the year 2011. Ranked at the 243rd position, IndianOil stands in the Top Ten of the 57 Indian companies figuring in the list. New Delhi, April 25, 2011 IndianOil in Top Ten of the Most Recognised & Respected Indian MNCs of global recognition rankings, compiled by Penn Schoen Berland (PSB) - 8th position. New Delhi, April 07, 2011
2010
IndianOil tops the Fortune India 500 Rankings With revenues pegged at Rs. 266301.52 crore and a net operating income of Rs. 253459.99 crore. New Delhi, December 09, 2010 IndianOil in top five in Business India s Super 100 rankings, at the third position (overall rank) with a market capitalisation of Rs. 99,886 crore for 2009-10. New Delhi, November 26, 2010
2009
IndianOil in top five in Business India s Super 100 ranking for the year 2009, despite the financial turmoil in the oil & gas sector especially during the last year New Delhi, December 07, 2009 IndianOil tops ET 500 ranking of India's corporate giants for the year 2009 New Delhi, November 25, 2009
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Management of the Company

The Management of the Company is vested with the Board of Directors. In terms of the Articles of Association of the Company, the Board of Directors can have minimum three Directors and maximum Seventeen Directors. There are Eight whole time Functional Directors including the Chairman, Three part-time Non-executive nominee Directors from the Ministry of Petroleum & Natural Gas, Govt. of India, Five Part-time NonExecutive Directors and one part time non-executive nominee from ONGC. The Board has constituted various committees with specific powers and distinct roles and responsibilities. The names of the Board of Directors can be accessed on the Company website www.iocl.com . The meetings of the Board of Directors and Committees of the Board are not accessible for public. Similarly the Minutes Books of the Board of Directors and Committees of the Board are not open for inspection by public.
Company Hierarchy & Decision Making

The decisions making process of the Company follows the following Channel
BOARD OF DIRECTORS CHAIRMAN FUNCTIONAL DIRECTORS EXECUTIVES
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Overall management of the Company is vested with the Board of Directors of the Company. The Board of Directors is the highest decision making body within the Company.
As per the provisions of the Companies Act, 1956 certain matters require the approval of the shareholders of the Company in General Meeting.
The Board of Directors is accountable to the shareholders of the Company, which is the ultimate authority of a Company. IndianOil being a Public Sector Enterprise (PSE), the Board of Directors of the Company is also accountable to Government of India.
The day-to-day management of the Company is entrusted on the Chairman and the Functional Directors and other Officers of the Company. The Board of Directors has delegated powers to the Chairman, Functional Directors, who have in turn
delegated powers to the Executives of the Company through Delegation of Powers. The Chairman, Functional Directors and other officers exercise their decision-making powers as per this delegation of powers.
The Chairman, Functional Directors and other Executives are accountable to Board of Directors for proper discharge of their duties & responsibilities.
The powers, which are not delegated are exercised by the Board of Directors subject to the restrictions and provisions of the Companies Act, 1956.
The Norms Set for Discharge of Functions

The Company has well defined procedures and guidelines in the form of delegation of powers, laid down policies and guidelines, manuals, compliance of provisions of various statutes, rules and regulations, guidelines of Department of Public Enterprises, guidelines of Chief Vigilance Commission, listing Agreement of Stock Exchanges and rules and regulations of SEBI for smooth operations of the Company.
Company Manpower
Indian Oil Corporation Ltd. Manpower as on 31st December 2010 Grade VIII VII VI V Workmen IV III II I Total I H G F E Officers D C B A Total
Total 6369 1355 3544 3763 3774 599 61 244 19709 67 144 478 1101 1276 1652 2915 2697 4314 14644
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Grand Total
34353
As on 31.12.2010
BRIEF DESCRIPTIONS OF THE MATHURA REFINERY
Mathura Refinery (Uttar Pradesh) Indian Oil Corporation Limited (IOCL)

The Mathura Refinery with capacity of 6.00 MMTPA was set up at a cost of RS.253.92 crores. The Refinery was commissioned in January, 1982 excluding FCCU and Sulphur Recovery Units which were commissioned in Jan, 1983. The refining capacity of this refinery was expanded to 7.5 MMTPA in 1989 by debottlenecking and revamping. A DHDS Unit was commissioned in 1989 for production of HSD with low sulphur content of 0.25% wt. (max.). The present refining capacity of this Refinery is 8.00 MMTPA. Once through Hydrocracker (OHCU) project was commissioned in July 2000 as additional secondary processing unit. For meeting diesel and Motor Spirit quality, Diesel Hydro Treater (DHDT) and Penex units were commissioned in May2005 and June2005 respectively. MS quality upgradation project for treatment of FCCU gasoline is under implementation for meeting the quality requirement of Motor Spirit.
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EMPLOYEE SATISFACTION : AN OVERVIEW

Employee satisfaction is the terminology used to describe whether employees are happy and contented and fulfilling their desires and needs at work. Many measures purpose that employee satisfaction is a factor in employee motivation, employee goal achievement, and positive employee morale in the workplace.
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Employee satisfaction, while generally a positive in your organization, can also be a downer if mediocre employees stay because they are satisfied with your work environment. Factors contributing to employee satisfaction include treating employees with respect, providing regular employee recognition, empowering employees, offering above industry-average benefits and compensation, providing employee perks and company activities, and positive management within a success framework of goals, measurements, and expectations. Employee satisfaction is often measured by anonymous employee satisfaction surveys administered periodically that gauge employee satisfaction in areas such as:
y y y y y y
management, understanding of mission and vision, empowerment, teamwork, communication, and coworker interaction.
The facets of employee satisfaction measured vary from company to company. A second method used to measure employee satisfaction is meeting with small groups of employees and asking the same questions verbally. Depending on the culture of the company, either method can contribute knowledge about employee satisfaction to managers and employees. Exit interviews are another way to assess employee satisfaction in that satisfied employees rarely leave companies.
PERSONNEL AND ADMINISTRATION DEPARTMENT

OBJECTIVES, FUNCTIONS & RESPONSIBILITY Objectives :

The primary objectives of the personnel department are :y Design and develop an organizational structure with well-defined relationships commensurate with the business plans and corporate strategies. y Promote and develop cooperative attitude amongst employees by fostering harmonius relations at all inculcate sense of belonging. y Evolve progressive and pragmatic personnel policies, procedures and practices and ensure its uniform interpretation and judicious implementation. y Develop the capability and proficiency of employees and their advancement through appropriate training and continuous knowledge updation corporate challenges and new technologies. y y y Promote and inculcate the culture of employees participation in management. Ensure compliance of social and statutory obligation and government directives. Inculcate productivity consciousness amongst employees. to face
The Personnel department will direct its activities through three channels : 1. Service to workers : To motivate workers to develop sense of responsibilities, goodwill and commitment towards the organization and promote good relations between one another. 2. Service to the supervisory personnel : To assist this group to understand personnel practices in order to provide leadership and to maintain and develop good relations with the workers. Service through advice is the keynote and it is expected that the normal line of authority will not be inferred with. 3. Service to Management : To assist the management in the development and formulation of sound policies related to personnel matters in the organization as a whole to interpret the organizations personnel policies to ensure the uniform
application of personnel practices by all departments and to co-ordinate the practices of different sections, to organize training facilities for personnel work and generally to keep the management informed of all current development in regard to measures that are to be complied with as a matter of legal obligation and other measures useful for promoting good management. The primary functions at this level will be to provide information and generally to assist in the development of social skills of the managerial class with emphasis on the human aspect in industry.
Functions :
a) Planning Manpower Requirement Estimating vacancies Recruitment to seek and attract. b) Organizing the manpower resources Oraganizational planning to determine the organizational structure and manpower needed to effectively meet the company objectives. Selection Classification of employees c) Staffing Induction Transfers and promotions Manpower development Training d) Motivation Job analysis Recreation Communication Collective Bargaining Employee Discipline
Performance evaluation Employee Counseling Safety Medical Services Precautious and Securities Personnel Research Grievance handling
Responsibilities :
It will not be responsibilities of personnel department at R&P HQ formulate, under the overall direction of D (R&P), The R&P divisions personnel policies and programmes and to communicate the same to the units, Personnel department at R&p HQ and counsel to other departments of personal matters. Personnel management essentially being a staff function, personnel departments role will be that of a staff department with emphasis on its advisory character in all matters connected with personnel activities expect in respect of the promotion of welfare
measures which will also be responsible for ensuring compliance with the provisions of various labour laws and other statutes
ADMINISTRATION
At MR personnel department and administration department are merged and there working are done simultaneously under one head.
OBJECTIVES, FUNCTIONS & RESPONSIBILITIES

The objectives, functions and responsibilities of the administration department at the refinery are as below:
Objectives :
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The primary objective of the department is to assist the management in implementation and execution of various administration decisions taken by the board of directors of corporation. For this purpose it act as a secretariat of as service department and provides required assistance in general administrative, welfare, security and safety matters to the refinery as well as to the other departments of the headquarters.
The department maintains various records and handles correspondence with the ministry. Government agencies parliamentary bodies and other such organization in order to develop coordination and it is the important task of the department.
The department also orders assistance no refinery and various other departments at the Mathura refinery in maintaining liason with various ministeries of the government of India Lok sabha etc.
Functions :
The main functions of administration department at Mathura refinery are as follows : a) Policy matters Delegation of powers Implementation of boards decesions Administration of house building advance, conveyance advance, reimbursement of conveyance expenses etc. Issue of uniform Office and residential accommodation Furniture on hire Disposal of unserviceable materials including vehicles Maintenance of records Transport facilities b) Coordination Reports to ministry on projects under construction. Reply to parliament question
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Furnishing information required by department of department of public enterprises, estimates committee, parliament committee on public undertaking and other such committee. c) Legal matters Processing of contracts and agreements Land house acquisition matters Office services contracts Bonds and mortgage deals Lease agreements Liaisons with solicitators for obtaining legal advice. d) General administration House keeping of office space Dak receipt distribution & dispatch Rail & Air booking Control of staff cars including maintenance Transportation Duplication work Office furniture & equipment Stationery & stores Arrangement for foreign tours Allotment of office space Maintenance & administration of guest house, transit campus etc. Lodging arrangement for officers on tour Communication services maintenance e) Civil defence, security & safety Territorial army Security measures in refinery units Induction of CISF Civil defence measures Office security including issue of identity cards Fire fighting
f) Welfare activities Maintenance & administration of holiday homes for workers Canteen Sports Recreation & excursion g) Maintenance of assets Servicing and maintenance of office equipments like lifts, AC rooms & water coolers, franking machines, calculators, vehicles, tuplication machines, photo copies. Operation and maintenance of electrical installation, water supply, water storage tanks neon signs etc. Maintenance of office building and company owned and leased residential accommodation. Communication services like fax, telex, teleprinter, P&T telephones, speech circuit, intercom etc. h) Hindi cell Implementation of the provision of the official language act and instructions issued by the government of india. Providing guidelines and assistance in encoveraging correspondence in Hindi. Translation of documents like manuals handovers contracts resolutions general orders etc. Organization of Hindi classes. Coordination of work relating to implementation of provisions of official language act.
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NATURE OF RESEARCH
Title of the Study :
Employee Satisfaction Index
Objective of Research:The main objective of the study is to identify The satisfaction index of employees of IOCL, Mathura Refinery regarding the services provided by the HR department.
Following aspects have been kept in mind: To identify the existing services provided by the HR department to the employees in Mathura Refinery.
To Access the satisfaction level of employees for present services provided by the HR department.
To Find out the area of problems related with present services provided by the HR department.
To identify the variation of employee satisfaction on the category basis and to find out the category in which the satisfaction level is highest & lowest.
To identify the variation of employee satisfaction with age group and to find out the age group in which the satisfaction level is highest & lowest.
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Type of Research :
Exploratory Research:
Exploratory research seeks to discover new relationship, emphasis on discovery of ideas. A Research design specifies the methods and procedures for conducting a particular study. It is a map (or) blue print to which the research is to be conducted. It was exploratory research in nature and which was subjected to the basic information required by research objectives. A preliminary study and findings was further consolidated, after detailed conclusion study had been carried out. We tried to explore each and every aspect during the study and analyze it to come on specific conclusion and certain recommendations to increase the effectiveness and satisfaction level.
RESEARCH PLAN
Primary Data:
Primary data was collected through Questionnaires, short and structured interviews, observations. A brief questionnaire focused to collect the relevant information was prepared. The respondents were asked to fill up this questionnaire. Few respondents were interviewed independently. The data gathered through these questionnaires was analyzed using different statistical tools to judge the target audience opinion and other Major factors.
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Secondary data:
Secondary data were collected through internet, magazines, news papers, various editorials etc.
Sampling:
Sampling technique used was Convenience sampling, which is a non-probability sampling method. The convenience factors were the availability and approachability of the respondents.
Research Instrument:
We conducted the survey with the help of questionnaire for employee survey, brief interviews and own observations.
Structure of Survey:
Structure of survey was like direct interview where we approached the employees directly. First made them Understand about the objective of study and then gave them questionnaire to fill, we had been clearing the doubt of audience during filling of the questionnaire. We decided the target audience as per our convenience.
Data analysis method: Graphical Method.
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Data Analysis & Interpretation

Total Sample of Respondents is 100 employees of IOCL , Mathura
Q.1 (a) How do you find the procedure for the sanction of loans and advances for the conveyance
Percentage response of total respondents
Total percentage response of respondents

Very easy Easy moderate Difficult
9% 26%
25%
40%
Most of the employees found the procedure for sanction of loans and advances for conveyance satisfactory i.e. around 85% found it easy.
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Q.1 (b) How do you find the procedure for the sanction of loans and advances for the HBA. Total percentage response of respondents
Very easy Easy moderate Difficult
9% 26%
25%
40%
65% employees are satisfied with the procedure of sanction of loans and advances for HBA but 25% respondents feels that there is a scope of improvement. Q.1 (c) How do you find the procedure for the sanction of loans and advances and advances for the furniture? Total percentage response of respondents
Excellent very good good poor
4% 34%
14%
48%
Most of the employees are satisfied with the procedure for sanction of loans and advances , 83 % employees found it easy.
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Q.2 (a) How will you rate the cleanliness in canteen.

4% 34%
14%
48%
Around 64% of employees feels are not much satisfied with the cleanliness of the canteen and 15% found it poor in cleanliness. Q2. (b) How will you rate following the quality of food provided in the canteen?

4% 34%
14%
48%
32% employees are highly satisfied with the quality of food , 51% found quality is okay and around 17%feel that it is of poor quality made.
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Q.2 (c) How will you rate following the quantity of food provided in the canteen?

4% 34%
14%
48%
60% of respondents find that quantity of food provided is satisfactory but 35% of respondents feel that, it can be better. Q.2 (d) How will you rate the food menu provided in the canteen?

4% 34%
14%
48%
Around 76% of respondents are satisfied with the variety of food provided on Weekdays.
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Q2. (e) How do you find the promptness of services?

4% 34%
14%
48%
Most of the employees are moderately satisfied with the promptness of services and feels it can be made better. Q.3 How do you find the response of time-office in solving salary related queries?

4% 34%
14%
48%
Employees are not much satisfied with the response of time office in solving salary related salary, 61% of employees are dissatisfied with it.
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Q.4 Are you satisfied with the transport facilities provided to you and your dependents?

4% 34%
14%
48%
Around 52% of employees are satisfied with the transport facility but 23% feels that there is a need of improvement. Q.5 Are you satisfied with the training facilities provided by company?

4% 34%
14%
48%
Only 30% of the employees are satisfied with the training facilities provided to them, 28 % found it of average quality and 42%strongly feels the need for improvement.
Page 47
Q.6 How do you find the response of HR department about transparency in HR rules and policies?

4% 34%
14%
48%
Only 33% of the employees are satisfied that hr department is transparent in their rules & policies. 26% feels that hr department is not transparent in its rules & policies. Q7 (a) Rate the response time by HR department for the processing of leaves applications?

4% 34%
14%
48%
Most of the employees are satisfied with the response time of hr dept. for leave Processing. 82% employees feel that the processing is quick.
Q7 (b) Rate the response time by HR department for processing of LTC applications.

4% 34%
14%
48%
Majority of employees are satisfied with the response time of hr deptt for LTC Processing, 80% employees feel that the processing is quick. Q7 (c) Rate the response time by HR department for processing of Ticket booking applications?

4% 34%
14%
48%
61% of the employees are satisfied with the processing of ticket booking, but 12% of the employees found it slow .
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Q.7 (d) Rate the response time by HR department for processing of application for reimbursement of membership fee for joining professional institutes/societies?

4% 34%
14%
48%
63% of the employees found the processing of application for reimbursement of membership fee is quick , 30% of the employees found it moderate. Q7. (e) Rate the response time by HR department for processing of application for grant of incentives for higher qualification?

4% 34%
14%
48%
Around 66% of the employees found the processing of application for grant of incentives quick, 26% employees found it of moderate quality.
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Q.7 (f) Rate the response time by HR department for processing of application for meritorious awards to employees children?

4% 34%
14%
48%
Majority of the employees are satisfied with the processing of application for grant of meritorious awards to employees children , 72% found it quick Q7. (g) Rate the response time by HR department for processing of applications for allotment of quarter and barat ghar?

4% 34%
14%
48%
55% of the employees found the processing of application for allotment of quarter & baratghar quick , but 21% of the employees found the process to be slow.
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Q.8 How do you find the initiatives taken by the HR department in innovation & implementation of new concepts (like single window system, online processing of leave/LTC/medical etc.)?

4% 34%
14%
48%
Around 73% of the respondents are satisfied with the initiatives taken by the hr department in innovation & implementation of new concepts, 16 % employees are moderately satisfied and 11% found it of poor quality. Q.9 How will you rate the overall quality of services department? provided by the HR

4% 34%
14%
48%
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Majority of employees are satisfied with the quality of services provided by the hr department, i.e.78% found it of good quality. Q.10 How do you feel the quality of other services provided in township ( like playground/ park/ club facility/ school administration etc)?

4% 34%
14%
48%
34% of the employees are not satisfied with the quality of service provided in township , they found it poor. Only 14% found it to be excellent, around 48% found it to be of average quality
Page 53
FINDINGS & CONCLUSION:

y y People are satisfied with the pay and perks given to them. Employees agree that they can fully utilize their knowledge and skills in their job profile. y y Employees are satisfied with the working conditions. People are satisfied with the Promotion policies of IOCL but some improvement is required after Grade C y y y Employees are satisfied with other facilities like LTC, Loans etc. Officers are reluctant to accept transfers. Employees are not much satisfied with the welfare facilities like Canteen, Transportation, and Security facility at township. y Officers need an improvement in their Performance Appraisal system.
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LIMITATIONS OF SURVEY
y Respondents sometime may not give right, true information while filling questionnaire or during interview due to many reasons like unawareness, miss-understanding, casual approach towards questions.
y We may not be able to extract true and correct information from respondents as we were not sufficiently trained about research. y The sample size may not be the representative of the whole or majority of the population. y Missing data which comes in three varieties: people who refuse to participate (the issue of response rates), questions that are left unanswered (the issue of item missing values), and (in longitudinal studies) respondents who are lost to follow-up (the issue of attrition). y The participants in this survey were not selected at random. Self selection is likely to introduce a bias into the results. y Intentional deception, poor memory, or misunderstanding of the question can all contribute to inaccuracies in the data.
Page 55
Bibliography
y Research methodology by Naresh K. malhotra
y Human resource management by Gary Dessler
y Organisational Behaviour by Stephen P Robbins
y www.iocl.in
y www.citehr.com
Page 56
ANNEXURE
QUESTIONNAIRE
This questionnaire is prepared with a sole objective to get your valuable feedback on the subject, purely for academic interest. Views expressed in the questionnaire shall be kept confidential, therefore feel free in expressing your views . Designation: Age : Grade : Department :
1. How do you find the procedure for the sanction of loans and advances for the following: Very easy Conveyance HBA Furniture Easy Moderate Difficult
2. How will you rate following attributes of canteen services Excellent Cleanliness Quality of food Quantity of food Food menu Promptness of service Very good Good Poor
Page 57
4. How do you find the response of time-office in solving salary related queries Highly efficient 5. Efficient Average Inefficient
Are you satisfied with the transport facilities provided to you and your dependants Highly satisfied Satisfied OK Needs Improvement
6. Are you satisfied with the training facilities provided by company Highly satisfied Satisfied OK Needs Improvement
7. How do you find the response of HR department about transparency in HR rules & policies Highly transparent Transparent Moderate Not transparent
8. Rate the response time by HR department for processing of following applications : Very Quick Quick Moderately Quick Slow
Leave
LTC
Ticket booking
Reimbursement of membership fee Grant of incentives for higher qualification Meritorious awards to employees children Allotment of quarter & Baratghar
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9.
How do you find the initiative taken by the HR department in innovation & implementation of new concepts (like single window system ,online processing of leave/LTC/medical etc.) Excellent Very Good Good Poor
10. How will you rate the overall quality of service provided by the HR department Excellent Very good Good Poor
11. How do you feel the quality of other services provided in Township ( like playground/ park/ club facility/ school administration etc) Excellent Very good Good poor
Thank you for your time & cooperation
Page 59
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PROJECT REPORT

EMPLOYEE SATISFACTION INDEX

IOCL, MATHURA REFINERY

Under Guidance Of: Mr A.K. Sinha ( CHRM)

Submitted By: Anupam Sharma MBA IIIrd Sem

AMITY UNIVERSITY, RAJISTHAN

Anupam Sharma MBA

AMITY UNIVERSITY, RAJISTHAN

Signature of the Guide MR. PANKAJ JAIN

Signature of the HOD

AMITY UNIVERSITY, RAJISTHAN

AMITY UNIVERSITY, RAJISTHAN

AMITY UNIVERSITY, RAJISTHAN

Oil and gas overview

AMITY UNIVERSITY, RAJISTHAN

Name of the company

Location of the Refinery

6.00 13.70 6.00 8.00 0.65 12.00 2.35

Kochi, Kerala Manali, Tamil Nadu

12. 13. Chennai Petroleum Corporation 9.50

AMITY UNIVERSITY, RAJISTHAN

Nagapattnam, Tamil Nadu Numaligarh, Assam,

Tatipaka, Andhra Pradesh

AMITY UNIVERSITY, RAJISTHAN

2. EXPANSION OF EXISTING REFINERIES

Location of the Refinery

Increase in Capacity(MMTP A)*

Visakhapatnam, 2.50 Andhra Pradesh

AMITY UNIVERSITY, RAJISTHAN

Tatipaka, 0.066 Andhra Pradesh Vadinar,

Name of the Company

Location of the Capacity Refinery (MMTP A)

AMITY UNIVERSITY, RAJISTHAN

BACKROUND OF THE COMPANY

INDIAN OIL CORPORATION LIMITED

AMITY UNIVERSITY, RAJISTHAN

AMITY UNIVERSITY, RAJISTHAN

AMITY UNIVERSITY, RAJISTHAN

AMITY UNIVERSITY, RAJISTHAN

Innovation Stands for :- Creativity, Ability to learn, Flexibility, Change.

Objectives & Obligations OBJECTIVES:y

AMITY UNIVERSITY, RAJISTHAN

AMITY UNIVERSITY, RAJISTHAN

FOLLOWING ARE THE GROUP COMPANIES

1.Lanka IOC PLC

2.IndianOil (Mauritius) Ltd.

3.IOC Middle East FZE

4.Chennai Petroleum Corporation Ltd. (CPCL)

AMITY UNIVERSITY, RAJISTHAN

5.IndianOil - CREDA Biofuels Limited

50 Golden Years in the Service of the Nation

AMITY UNIVERSITY, RAJISTHAN

AMITY UNIVERSITY, RAJISTHAN

4. Research & Development Centre

AMITY UNIVERSITY, RAJISTHAN

AMITY UNIVERSITY, RAJISTHAN

AMITY UNIVERSITY, RAJISTHAN

AMITY UNIVERSITY, RAJISTHAN

AMITY UNIVERSITY, RAJISTHAN

Management of the Company

Company Hierarchy & Decision Making

BOARD OF DIRECTORS CHAIRMAN FUNCTIONAL DIRECTORS EXECUTIVES

AMITY UNIVERSITY, RAJISTHAN