CHAPTER 1 INDUSTRY PROFILE

A study on employee satisfaction in Indian Oil Corporation Limited at Guwahati Refinery, Noonmati

CHAPTER1- INDUSTRY PROFILE

Oil Industry is an industrial process plant where crude oil is processed and refined in to more useful products such as petroleum naphtha, gasoline, diesel fuel, asphalt base, heating oil, kerosene, and liquefied petroleum gas. Oil industries are typically large, sprawling industrial complexes with extensive piping running throughout, carrying streams of fluids between large chemical processing units. In many ways, oil refineries use much of the technology of, and can be thought of, as types of chemical plants. The crude oil feedstock has typically been processed by an oil production plant. There is usually an oil depot (tank farm) at or near an oil refinery for the storage of incoming crude oil feedstock as well as bulk liquid products. Major Products:- Liquified Petroleum Gas, Gasoline, Neptha, Kerosene, Diesel Fuel, Fuel oil, Lubricating oil, Paraffin Wax, Asphalt and Tar, Petroleum Coke, Sulphur. Oil industries also produce various intermediate products such as hydrogen, light hydrocarbons, reformate and pyrolysis gasoline. These are not usually transported but instead are blended or processed further on-site. Chemical plants are thus often adjacent to oil refineries. For example, light hydrocarbons are steam-cracked in an ethylene plant, and the produced ethylene is polymerized to produce polyethene. Oil Industries are large scale plants, processing about a hundred thousand to several hundred thousand barrels of crude oil a day. Because of the high capacity, many of the units operate continuously, as opposed to processing in batches, at steady state or nearly steady state for months to years. The high capacity also makes process optimization and advanced process control very desirable. List of World Largest Refineries:-

Name of Refineries Jamnagar refinery (Reliance industries) Paraguana Refinery Complex SK Energy Co. Ltd Ulsan Refinery GS Caltex Yeosu Refinery ExxonMobil Port Arthur Refinery Baytown Refinery Ras Tanura Refinery Garyville refinery S-Oil Ulsan Reifnery Baton Rouge Refinery Name of Refinery

Location Jamnagar, Gujrat. India Paraguana, Falcon, Venezuela Ulsan, south Korea Yeosu, south Korea Singapore Port Arthur, Texas , USA Baytown, TX, USA Saudi Arabia Garyville, LA Ulsan, south Korea Baton Rouge, LA, USA Location

A study on employee satisfaction in Indian Oil Corporation Limited at Guwahati Refinery, Noonmati

CHAPTER 2 COMPANY PROFILE

A study on employee satisfaction in Indian Oil Corporation Limited at Guwahati Refinery, Noonmati

CHAPTER2- COMPANY PROFILE

2.1 Background & Inception of the company:Guwahati Refinery is the first Public Sector refinery of India and belongs to Indian Oil Corporation Limited. The refinery was inaugurated by Late Pandit Jawahar Lal Nehru, the first Prime Minister of independent India. The refinery was built with Romanian Collaboration and has a capacity of 1.0 million metric tonnes per annum. This refinery process crude oil from Upper Assam Oil Fields, India and helps cater energy need of the region. Major Products of this refinery are:1. 2. 3. 4. 5. 6. 7. LPG Motor Spirit (Petrol) Aviation Turbine Fuel (ATF) Kerosene High Speed Diesel Light Diesel Oil and Raw Petroleum Coke.

With growing environmental consciousness, Guwahati Refinery, Indian Oil Corporation Limited has also ventured into ecologically friendly fuel and subsequently installed 3 new units: the ISOSIV, the Hydrotreater and the INDMAX. The ISOSIV unit produces Lead Free Petrol by the Molecular Sieve Technology, which separates Octane rich MS components from feed naphtha. The Hydrotreater Unit (HDT) enables the Refinery to produce High Speed Diesel of very low sulphur and cetane number conforming to BIS specifications. The HDT also produces ATF, Superior Kerosene Oil with high smoke point and low sulphur. The Indane Maximization (INDMAX) technology developed by R&D Centre of IndianOil installed at the Refinery is designed to achieve LPG yield as high as 44% through Fluidized Catalytic Cracking of residual feed stocks like Reduced Crude Oil, Coker Fuel Oil and Coker Gasolene. The INDMAX unit also enables Guwahati Refinery to upgrade all its residual products to high value distillate products and make it a zero residue Refinery. The refining capacity was subsequently enhanced to 1.0 MMTPA and with INDMAX, the pilot plant for first in-house technology of IndianOil, the ISOSIV and Hydrotreater the Refinery has been able produce ecofriendly fuels. The Refinery produces various products and supplies them to Northeastern India as well as beyond, upto Siliguri end through the Guwahati-Siliguri Pipeline, spanning 435 KM, which was the first Pipeline of IndianOil and commissioned in 1964. Most of the products of Guwahati Refinery are evacuated through pipeline and some quantity also through road transportation. In the primary unit of the Refinery i.e. the Crude Distillation Unit (CDU), desalted crude from the desalter is heated up through a series of heat exchangers and is fed into a pre fractionator column. Here the lighter gases, LPG and unstabilised gasoline are separated. The outputs from CDU are gasoline, KeroI, Kero-II and Straight Run Gas Oil. Reduced Coke Oil (RCO) which is the bottom product from the main fractionating column, forms the main raw material for Coking unit and Indmax. With its main secondary unit, the Delayed Coking Unit (DCU), the Refinery produces middle distillates from heavy ends. Main feedstock to DCU is RCO, which is heated to high temperatures of about 500oC in a furnace. Due to high temperatures, RCO is thermally cracked and yields various hydrocarbon fractions like LPG, coker gasoline, coker kerosene, coker gas oil, coker fuel oil, residual fuel oil and coke. An upcoming project in the Refinery is modernization of DCU chambers with new Coke Cutting System and Heading-Unheading System. The Hydrotreating Unit for improving the quality of High Speed Diesel (HSD) by removal of Sulphur and boosting the Cetane Number of HSD and smoke point of SKO and ATF was commissioned at Guwahati Refinery in 2002.

A study on employee satisfaction in Indian Oil Corporation Limited at Guwahati Refinery, Noonmati

Hydrogen being a requirement for units like Hydrotreater and ISOSIV, is produced from the Refinerys Hydrogen Generation Unit for which the feed is Light Naptha (LN) generated from Naptha Splitting Facility. LN is converted to Hydrogen using steam reforming technology. In the ISOSIV unit, the Light Naptha from Crude Distillation Unit is separated into Isosivate, which has a high octane number and normals. Isosivate forms a part of the Motor Spirit final product pool and the normals are used as feedstock in the Hydrogen Generation Unit. Adsorption process is applied for the separation. The Sulphur Recovery Unit in the Refinery takes care of the sour off gases from the various units for removal of Hydrogen Sulphide. This is done by Amine treatment after which sulphur is recovered from the off gases. Some of the images of Guwahati Refinery are:-

A study on employee satisfaction in Indian Oil Corporation Limited at Guwahati Refinery, Noonmati

2.2 Nature of Business Carried:An energy self-sufficient India can alter the economic, political and manufacturing landscape of the region. Its quest for energy will create new economic and strategic challenges, right from mobilizing capital to engaging in subtle diplomacy. Indian Oils own performance in the financial year 2006-07 was a case of 'exceeding expectations' with both turnover and profits reaching new highs, product sales registering a quantum jump, and the refineries as well as pipelines network enhancing their capacities beyond 60 MMTPA and registering record throughputs. New projects worth Rs. 10,000 crore were put on stream during the year. Among new businesses, the petrochemicals and natural gas verticals and participating interests in a clutch of oil & gas assets in India and abroad has ensured expansion of the upstream portfolio. IOCL has ambitious investment plans of Rs. 43,250 crore in the next five years. By 2011-12, the Indian Oil Group, with 80 MMTPA refining capacity in its fold, would be playing a key role in realising Indias bid to emerge as an export-oriented hub for finished products. The pipelines network, which provides strategic logistics advantage to the marketing operations, is also set to cross the 10,000 km mark in the next two years. In marketing, IOCL is set to leverage the combined strength of over 32,000 marketing touch points, with focus on hitherto untapped rural markets, non-fuel revenues and pure retailing business. IndianOil aspires to be Asias leading commercial R&D organisation in the downstream hydrocarbon sector by building on its capabilities in developing innovative technologies, products and processes, and nodal research in alternative fuels. Beyond core businesses, Indian Oil Corporation Limited(IOCL) is working to emerge as a major player in the petrochemicals business by the year 2011-12, with two petrochemical hubs shaping up at Panipat and Paradip. In natural gas business, it is attempting quantum growth in LNG imports, infrastructure and marketing, besides city gas distribution. In the high-risk business of oil exploration & production, IndianOils consortium approach with established players is paying off well in terms of exceptional Government support and successful forays in India and abroad. Its current interests are focussed on oil equity and sourcing of natural gas, predominantly from African and CIS countries, by leveraging its downstream capabilities to form joint venture partnerships with reputed enterprises overseas. With Indias energy needs projected to grow by 40% in the next five years, the future is indeed full of promise for IndianOil; a future the 31,700 strong Indian Oil team shall build as they fuel the dreams of over a billion of their countrymen.

A study on employee satisfaction in Indian Oil Corporation Limited at Guwahati Refinery, Noonmati

2.3 Vision, Mission and Quality Policy:Vision:A major diversified, trans-national, integrated energy company, with national leadership and a strong environment conscience, playing a national role in oil security & public distribution.

A study on employee satisfaction in Indian Oil Corporation Limited at Guwahati Refinery, Noonmati

Mission:-To achieve international standards of excellence in all aspects of energy and diversified business with focus on customer delight through value of products and services, and cost reduction. To maximize creation of wealth, value and satisfaction for the stakeholders. To attain leadership in developing, adopting and assimilating state-of-the-art technology for competitive advantage. To provide technology and services through sustained Research and Development. To foster a culture of participation and innovation for employee growth and contribution. To cultivate high standards of business ethics and Total Quality Management for a strong corporate identity and brand equity. To help enrich the quality of life of the community and preserve ecological balance and heritage through a strong environment conscience.

Quality Policy:- Quality policy can be explained in four(4) words. They are: Care Innovation Passion Trust They can be further explained in the following diagram:Care stands for Empathy Understanding Cooperation Empowerment Passion stands for Commitment Dedication Pride Inspiration Innovation stands for Creativity Ability to learn/Absorb Flexibility Change Trust stands for Reliability Integrity Truthfulness Transparency

A study on employee satisfaction in Indian Oil Corporation Limited at Guwahati Refinery, Noonmati

2.4 Products/ Services Profile:The products produced by IOCL are broadly classified into the following cases: Indane Gas Auto Gas Natural Gas Petrol/ Gasoline Diesel/Gas oil ATF/Jet Fuel Servo lubricants and greases Marine Fuels and lubricants Kerosene Bulk/Industry fuel Bitumen Petrochemicals Special Products Crued Oil

Services:Indane Gas:- Indane is today one of the largest packed-LPG brands in the world and has been conferred the coveted Consumer Superbrand status by the Superbrands Council of India. Having launched LPG marketing in the mid-60s, IndianOil has been credited with bringing about a kitchen revolution, spreading warmth and cheer in millions of households with the introduction of the clean and efficient cooking fuel. It has led to a substantial improvement in the health of women, especially in rural areas by replacing smoky and unhealthy chulha. Indane is today an ideal fuel for modern kitchens, synonymous with safety, reliability and convenience. With the status of an exclusive business vertical within the Corporation, the Indane network delivers 1.2 million cylinders a day to the doorsteps of over 53 million households, making IndianOil the second largest marketer of LPG globally, after SHV Gas of The Netherlands. Indane is available in compact 5 kg cylinders for rural, hilly and inaccessible areas, 14.2 kg cylinders for domestic use, and 19 kg and 47.5 kg for commercial and industrial use.

A study on employee satisfaction in Indian Oil Corporation Limited at Guwahati Refinery, Noonmati

Auto Gas:- AutoGas (LPG) is a clean, high octane, abundant and eco-friendly fuel. It is obtained from natural gas through fractionation and from crude oil through refining. It is a mixture of petroleum gases like propane and butane. The higher energy content in this fuel results in a 10% reduction of CO2. AutoGas is a gas at atmospheric pressure and normal temperatures, but it can be liquefied when moderate pressure is applied or when the temperature is sufficiently reduced. This property makes the fuel an ideal energy source for a wide range of applications, as it can be easily condensed, packaged, stored and utilised. When the pressure is released, the liquid makes up about 250 times its volume as gas, so large amounts of energy can be stored and transported compactly. Natural Gas:- Drawing on its vast experience and carefully nurtured skill sets, Indian Oil has made successful forays in diverse areas such as Natural Gas, Petrochemicals, Exploration & Production, Renewable Energy, etc. Over the years, Natural Gas has emerged as the 'fuel of choice' across the world. It is steadily replacing traditional fossil fuels due to its environment friendly characteristics which help in meeting the stipulated automobile emission norms. Natural Gas has significant cost advantages over fuels such as Naphtha and commercial LPG. Demand for Natural Gas in India is primarily driven by the fertilizer and power sectors, which account for almost two-third of the countrys gas consumption. Within the gas business, City Gas Distribution (CGD) is a rapidly growing segment. Green Gas Ltd., IndianOil's joint venture with GAIL (India) Ltd., is already operational in Agra and Lucknow in the state of Uttar Pradesh and is further expanding to cater to the increased demand in various sectors. In an initiative to expand the CGD network, IndianOil has formed a consortium with M/s Adani Gas Ltd. to develop CGD networks on pan India basis. In Gas Transmission business, IndianOil owns and operates Dadri-Panipat Pipeline. IndianOil has formed a consortium with GSPL and other OMCs to build & operate Gas pipelines across the country. In a major step to increase IndianOils presence in Natural Gas industry, Corporation is currently implementing 5 MMTPA LNG import Terminal at Ennore near Chennai which is targeted for completion during 2015-16. Petrol/Gasoline:- Automotive gasoline and gasoline-oxygenate blends are used in internal combustion spark-ignition engines. These spark ignition engine fuels are primarily used for passenger cars. They are also used in off-highway utility vans, farm machinery and in other spark ignition engines employed in a variety of service applications. Gasoline is a complex mixture of relatively volatile hydrocarbons that vary widely in chemical & physical properties and are derived from fractional distillation of crude petroleum with a further treatment mainly in terms of improvement of its octane rating. The hundreds of individual hydrocarbons in gasoline range from c4 to c11. Diesel/Gas oil:- Petroleum derived diesel (called as petrodiesel) is a mixture of straight run product (150 C and 350 C) with varying amount of selected cracked distillates and is composed of saturated hydrocarbons (primarily paraffins including n , iso , and cycloparaffins), and aromatic hydrocarbons (including napthalenes and alkylbenzenes). Diesel is used in diesel engines, a type of internal combustion engine. Rudolf Diesel originally designed the diesel engine to use coal dust as a fuel, but oil proved more effective. Diesel engines are used in cars, motorcycles, boats and locomotives. Automotive diesel fuel serves to power trains, buses, trucks, and automobiles, to run construction, petroleum drilling and other off-road equipment and to be the prime mover in a wide range of power generation & pumping
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applications. The diesel engine is high compression, self-ignition engine. Fuel is ignited by the heat of high compression and no spark plug is used. The Indian Standard governing the properties of diesel fuels is IS 1460:2005 (5th Rev). Important characteristics are ignition characteristics, handling at low temperature, flash point. ATF/Jet Fuel:- IndianOil Aviation Service is a leading aviation fuel solution provider in India and the most-preferred supplier of jet fuel to major international and domestic airlines. Between one sunrise and the next, IndianOil Aviation Service refuels over 1500 flights from the bustling metros to the remote airports linking the vast Indian landscape, from the icy heights of Leh (the highest airport in the world at 10,682 ft) to the distant islands of Andaman & Nicobar. Jet fuel is a colorless, combustible, straight-run petroleum distillate liquid. Its principal uses are as jet engine fuel. The most common jet fuel worldwide is a kerosene-based fuel classified as JET A-1.The governing specifications in India are IS 1571: 2001 (7th Rev). IndianOil is India's first ISO-9002 certified oil company conforming to stringent global quality requirements of aviation fuel storage & handling. IndianOil Aviation also caters to the fuel requirements of the Indian Defence Services, besides refueling VVIP flights at all the airports and remote heli-pads/heli-bases across the Indian subcontinent. Its Aviation group regularly organises International Aviation conferences that act as a vital information facilitator with participation from leading international and all domestic airlines, allied industries, statutory aviation authorities and government agencies from over 35 countries. Servo Lubricants & Greases:- SERVO brand, from IndianOil, is the brand leader among lubricants and greases in India and has been conferred the Consumer Superbrand status by the Superbrands Council of India. Recognised for its brand leadership by the World Brand Congress and as a Master Brand by CMO, Asia, SERVO has now carved a significant niche in over 20 countries across the globe. With over 1000 commercial grades and over 1,500 formulations encompassing literally every conceivable application, SERVO serves as a one-stop shop for complete lubrication solutions in the automotive, industrial and marine segments. Recognised for cutting-edge technology and high-quality products, SERVO is backed by IndianOil's world-class R&D and an extensive blending and distribution network. In the retailing segment, besides IndianOil petrol stations, SERVO range of lubricants is available through a network of a unique SERVO Stockist Management System (SSMS) across the country. Marine Fuels & Lubricants:- Indian Oil caters to all types of bunker fuels and lubricants required by various types of vessels operating throughout the world in the shipping industry. Bunker supplies are made at all major ports of India; Mumbai, Kandla, Vasco, Chennai, Tuticorin, Kakinada, Visakhapatnam, Kochi, New Mangalore, Kolkata, Paradip, JNPT, Port Blair and Haldia. Apart from meeting 100% bunker requirement of the Indian Navy, it also supplies bunker fuels to all major shipping and dredging companies of India. Spot requirement of different vessels calling at Indian ports are met through nominations received from local shipping agents and international bunker traders/brokers.

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Kerosene:- Kerosenes are distillate fractions of crude oil in the boiling range of 150-250C. They are treated mainly for reducing aromatic content to increase their smoke point (height of a smokeless flame) and hydrofining to reduce sulphur content and to improve odour, colour & burning qualities (char value). Kerosene is used as a domestic fuel for heating/lighting and also for manufacture of insecticides/herbicides/fungicides to control pest, weeds and fungi. Since kerosene is less volatile than gasoline, increase in its evaporation rate in domestic burners is achieved by increasing surface area of the oil to be burned and by increasing its temperature. The two types of burners which achieve this fall into two categories namely vaporisers & atomisers. Bulk/ Industrial fuel:- In the large volume consumer segment, IndianOil's provides complete Fuel Management Solutions to customers who require fuels in bulk and have dedicated facilities for storage and handling. These customers benefit from IndianOil's efficient sourcing and supplies matched to their usage patterns and inventory. The optimization on and optimization of supplies is especially relevant in the light of high-energy input costs in the recent past, which is expected to continue in the future too. IndianOil's tankages are strategically located across the country and are custom-designed to maintain low-cost supplies that can be rapidly transported through a sophisticated supply-chain management system. IndianOil's marketing operations network of storage, distribution and supply hubs is backed by ontime logistics and round-the-clock after-sales service. Many institutional customers like the railways, steel plants, thermal power plants, textile mills, power plants, state transport undertakings, large corporates and fleet & logistics companies tie-up for long-term contracts backed by IndianOil's comprehensive fuel & lubricants consultancy-a formidable expertise that IndianOil has built over nearly five decades of working with a cross-section of customers from a wide-range of industrial sectors. IndianOil's bulk liquid fuel supply covers the complete gamut of fuels-Auto fuels, Light Diesel Oil, Low Sulphur Heavy Stock, Special Products and much more. Bitumen:- Bitumen is a common binder used in road construction. It is principally obtained as a residual product in petroleum refineries after higher fractions like gas, petrol, kerosene and diesel, etc., are removed. Indian Oil produces bitumen from its refineries at Panipat, Mathura, Koyali, Haldia and Chennai and markets it in bulk as well as packed in steel drums. IndianOil also markets modified Bitumen CRMB and Emulsion. CRMB is produced at Panipat, Mathura, Koyali, Haldia and CPCL refineries. IndianOil markets Bitumen Emulsion by the brand name Indemul and it is produced from emulsion plants located in Haldia and Panipat refineries.

General uses of Bitumen:

For civil engineering works:

Constructions of roads, runways and platforms. Water proofing to prevent water seepage. Mastic floorings for factories and godowns. Canal lining to prevent erosion. Dump-proof courses for masonry. Tank foundation. Joint filling material for mason

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Industries Electrical cables and junction boxes. In battery manufacture as sealing compound. Paint industries for manufacturing black paints and anti corrosive paints. Ceramics. Printing inks. Water proof papers. Electrical capacitors. Bituminous felts.

Petrochemicals:- India is amongst the fastest growing petrochemicals markets in the world. Taking this into consideration and to enhance its downstream integration, IndianOil is focusing on increasing its presence in the domestic petrochemicals sector besides the overseas markets through systematic expansion of customer base and innovative supply logistics. Petrochemicals have been identified as a prime driver of future growth by IndianOil. The Corporation is envisaging an investment of Rs 30,000 crore in the petrochemicals business in the next few years. These projects will utilise product streams from the existing refineries of IndianOil, thereby achieving better exploitation of the hydrocarbon value chain. A robust logistics model has been the key to IndianOil's success story and facilities have been put in place for seamless product dispatches to customers by rail, road and sea. Special Products:- Other than the regular petroleum products like light distillates, middle distillates, heavier products like Furnace Oil, Bitumen, etc., Indian Oil refineries also manufacture petroleum products for specific applications. These specific applications could be feed stock for chemical industry, raw material for specific industries and solid fuels. The petroleum products, produced for specific applications are called, 'Petrochemicals and Specialties (P&S) Products'. Every petroleum refinery is not designed to produce P&S products but IndianOil's refineries have been planned to make a large portfolio of P&S products. The indicative list of products from Indian Oil's various refineries is as follows:

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Refinery Barauni :Digboi:Guwahati:Haldia:Koyali:Mathura:Panipat:-

P&S Products Carbon Black Feedstock (CBFS), Raw Petroleum Coke (RPC), Sulphur Paraffin Wax Raw Petroleum Coke (RPC) CBFS, Jute Batching Oil (JBO), Micro Crystalline Wax (MCW) LABFS, Mineral Turpentine Oil (MTO), Sulphur, Toluene Propylene, Sulphur Benzene, Mineral Turpentine Oil (MTO), Petcoke, Sulphur

Crude Oil:- Crude oil - as petroleum directly out of the ground is called - is a remarkably varied substance, both in its use and composition. Crude oil is formed from the preserved remains of prehistoric zooplankton and algae, which have been settled to the sea (or lake) bottom in large quantities under anoxic conditions. It was formed over millions of years from the remains of tiny aquatic plants and animals that lived in ancient seas due to compression and heating of ancient organic materials over geological time. The oldest oil-bearing rocks date back to more than 600 million years, the youngest being as old as about 1 million years. Although various types of hydrocarbons - molecules made of hydrogen and carbon atoms - form the basis of all crude oils, they differ in their configurations. The chemical structure of petroleum is composed of hydrocarbon chains of different lengths. Because of this, petroleum may be taken to oil refineries and the hydrocarbon chemicals separated by distillation and treated by other chemical processes, to be used for a variety of purposes. It can be a straw-colored liquid or tar-black solid. Red, green and brown hues are not uncommon. Crude oil is classified by the location of its origin (e.g. West Texas Intermediate, WT, Brent, Dubai or Minas) and often by its relative weight or viscosity (light, intermediate or heavy); refiners may also refer to it as `sweet , which means it contains relatively little sulphur, or as `sour, which means it contains substantial amounts of sulphur and requires more refining in order to meet current product specifications. The number of carbon atoms determines the oil's relative `weight or density.

2.5 Area of Operation:- The area of operation of IOCL is very vast.

Regional:- In Assam Digboi Refinery, in Assam is India's oldest refinery and was commissioned in 1901. Originally a part of Assam Oil Company, it became part of Indian Oil in 1981. Its original refining capacity had been 0.5 MMTPA since 1901. Modernisation project of this refinery was completed by 1996 and the refinery now has an enhanced capacity of 0.65 MMTPA. UOP licensed the technology for the Coking process in this refinery.

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Guwahati Refinery, the first public sector refinery of the country, was built with Romanian collaboration and was inaugurated by Late Pt. Jawaharlal Nehru, the first Prime Minister of India, on 1 January 1962. Its capacity is 1 MMTPA. Bongaigaon Refinery, became the eighth refinery of IndianOil after merger of Bongaigaon Refinery & Petrochemicals Limited w.e.f. 25 March 2009. It is located at Dhaligaon in Chirang district of Assam, 200 km west of Guwahati.

National:- In Bihar Barauni Refinery, in Bihar, was built in collaboration with Russia and Romania. It was commissioned in 1964 with a capacity of 1 Million Metric Tonne Per Annum(MMTPA). Its capacity today is 6 MMTPA. In Gujarat Gujarat Refinery, at Koyali (near Vadodara) in Gujarat in Western India, is IndianOils second largest refinery. The refinery was commissioned in 1965. It also houses the first hydrocracking unit of the country. Its present capacity is 13.70 MMTPA. In West Bengal Haldia Refinery, is the only coastal refinery of the Corporation, situated 136 km downstream of Kolkata in the Purba Medinipur (East Midnapore) district. It was commissioned in 1975 with a capacity of 2.5 MMTPA, which has since been increased to 7.5 MMTPA. In Uttar Pradesh Mathura Refinery, was commissioned in 1982 as the sixth refinery in the fold of Indian Oil and with an original capacity of 6.0 MMTPA. Located strategically between the historic cities of Delhi and Agra, the capacity of Mathura refinery was increased to 8.8 MMTPA. In Haryana Panipat Refinery, is the seventh and largest refinery of IndianOil. The original refinery with 6 MMTPA capacity was built and commissioned in 1998. Panipat Refinery has since expanded its refining capacity to 15 MMTPA. In Orissa Paradip Refinery, The commissioning of 15 million tonnes per annum refinery in November 2012 has been delayed and is now expected to be operational only in September 2013.

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Global: Indian Oil(Mauritius) Limited Lanka IOC PLC Group company for retail and storage operations in Sri Lanka. It is listed in the Colombo Stock Exchange. IOCL Middle East India Synthetic Rubber Ltd - A joint venture between IOCL, Taiwan Synthetic Rubber Corporation(Taiwan) and Marubeni(Japan)

2.6 Ownership Pattern:The Shareholding or ownership pattern of IOCL can be listed below:Holders Name No. of shares % share holding

Promoters Other Companies

1916155710 225074251

78.92% 9.27%

Others

68106819

3.84%

Foreign Institutions Banks & Mutual Funds Foreign Collaborators

58955545 47437393 2700000

1.95% 0.63% 0.11%

General Public

68106819

2.81%

Foreign NRI Foreign Industries

915629 456

0.04% 0%

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2.7 Competitors Information:Indian Oil Corporation has two major domestic competitors, Bharat Petroleum and Hindustan Petroleum. Both are state-controlled, like Indian Oil Corporation. There are two private competitors, Reliance Industries and Essar Oil. Public / State-controlled competitors Bharat Petroleum:-

Bharat Petroleum Corporation Limited (BPCL) is an Indian state-controlled oil and gas company headquartered in Mumbai, Maharashtra. BPCL has been ranked 225th in the Fortune Global 500 rankings of the world's biggest corporations for the year 2012.

Hindustan Petroleum

Hindustan Petroleum Corporation Limited (HPCL) is an Indian state-owned oil and natural gas company with its headquarters at Mumbai, Maharashtra and with Navratna status. HPCL has been ranked 267th in the Fortune Global 500 rankings of the world's biggest corporations and 4th among India's Companies for the year 2012. HPCL has about 20% marketing share in India among PSUs and a strong marketing infrastructure. The President of India owns 51.11% shares in HPCL.

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Private Competitors Reliance Industries:Reliance Industries Limited (RIL) is an Indian conglomerate holding company headquartered in Mumbai, Maharashtra, India. The company currently operates in five major segments: exploration and production, refining and marketing, petrochemicals, retail and telecommunications. RIL is one of the largest publicly traded companies in India by market capitalization and is the second largest company in India by revenue after Indian Oil Corporation. It is also India's second largest private sector company by revenue and profit. The company is ranked 99th on Fortune Global 500 list of the world's biggest corporations for the year 2012. The company's petrochemicals, refining, and oil and gas-related operations form the in core of its business, other divisions of the company include cloth, retail business and special economic zone (SEZ) development. Reliance Retail has entered into the fresh foods market as Reliance Fresh.

Essar Oil:Essar Oil is an India-based company engaged in the exploration and production of oil and natural gas, refining of crude oil, and marketing of petroleum products. It is a part of the Essar Group based in Mumbai. It operates a major refinery in Vadinar, Gujarat, India, which made it the second largest non-state refiner in India in 2009. In July 2009, Essar acquired a 50% stake in Kenya Petroleum Refineries Ltd. In July 2012, following Gujarat High Court's directions Gujarat Government seized three bank accounts of the company to recover its tax dues of Rs80 billion.

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2.8 Infrastructure Facilities:Some of the infrastructure facilities that are provided in Guwahati Refinery are: Smart card facility for every employees. Projector facility in training hall and in conference room. Good canteen facility with hygiene food. Intercom facility. Quarters provided for every employees with furniture and all necessary household items. Air condition offices for every employees.

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2.9 Achievements/Awards:Some of the awards received by Guwahati refinery are: Best project management award 2010-11. Refinery of the year award 2010-11. Award for TPM Excellence. Category A Award 2009. Highest Security Index Award 2009-10. Greentech Environment Excellence Award 2009. APC Golden Jublee Award. Excellence Award 1959-2009. National Quality Award. Indian Oil Suggestion Award.

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2.10 Work Flow Model:Workflow Reference Model was developed by the Workflow Management Coalition to define a workflow management system and to identify the most important system interfaces. Work Flow Model related to Guwahati Refinery can be explained below:Pipelines

Refining
Marketing

Downstream Marketing Petrochemicals

Gas
Exploration & Production

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2.11 Future Growth and Prospects: State-owned Indian Oil Corp (IOC) is planning a Rs 30,000-crore refinery on the west coast in Gujarat or Maharashtra as part of its plans to raise the refining capacity to 100 million tones by 2014. Guwahati refinery wants to overcome the problems of the state economy, infrastructure, research to exploit oil to be developed in future.

It wants to recreate its refining capacity by producing and refining large amount of oil for future. It wants to be the no.1 refinery in producing oil in every sector.

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CHAPTER 3 MCKINSEYS 7S FRAME WORK

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CHAPTER 3- MCKINSEYs 7S FRAME WORK

The Mckinseys 7S Frame Work involves seven interdependent factors which are categorized as either hard and soft elements. Hard Elements Structure Strategy System Soft Elements Shared Values Skills Style Staff

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Mckinseys 7S Framework with reference to Guwahati Refinery can be explained below.

Structure
Chairman & Board Member Managing Director (MD)

Finance

Human Resource

Technical

Projects

Maintenance & Inspection

Shipping

Personnnel Management Service

T&D

Admin & Welfare

Safety & Environment Environ

I.T

Materials

Contracts

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STRATEGY Expansion of hydrocarbon value chain both within & outside the country. To enhance upstream integration Guwahati Refinery has been persuing Exploration & Production activities both within and outside the country.

SYSTEM Kaizen TPM SAP

SKILLS Numeracy

SHARED VALUES Care Innovation Passion Trust

Problem solving Technical skills Time management Organised ability

STAFF STYLE Democractic or Participative Style

OFFICERS Grade I Grade H Grade G Grade F Grade E Grade D Grade C Grade B Grade A NONOFFICERS Grade ix Grade viii Grade vii Grade vi Grade v Grade iv Grade iii Grade ii Grade i

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CHAPTER 4 SWOT ANALYSIS

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CHAPTER 4- SWOT ANALYSIS

4.1 SWOT ANALYSIS Swot Analysis comprises of four parts. They are: S- Strength W- Weakness O- Opportunity T- Threat

Strength:1. India's largest commercial enterprise with a strong brand name 2. Has around 50% petroleum products 3. Operates 10 refineries in India 4. Huge distribution network through retailing 5. Accounts for a 47% share in the petroleum products market, 34.8% share in refining capacity and 67% downstream sector pipelines capacity in India 6. Has over 35,000 employees 7. Loyalty programs like XTRAPOWER Fleet Card Program is aimed at Large Fleet Operators

Weakness:1. Legal issues 2. Employee management 3. Bureaucracy 4. Volatility in the crude market & subsidy burden

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OPPORTUNITIES:1. Increasing fuel/oil prices 2. Increasing natural gas market 3. More oil well discoveries 4. Expand export market

THREATS:1. Government regulations 2. High Competition

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CHAPTER5 LEARNING EXPERIENCE

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CHAPTER 5- LEARNING EXPERIENCE

Employee satisfaction survey provides a channel for employees to communicate their view on a wide range of issues in total confidence. Employee satisfaction survey was conducted to find out the satisfaction level of the employees at IOCL Guwahati. The Employee Satisfaction Survey helps companies to determine how their employees think, and to identify employees' needs and concerns so that improvements can be made and stronger teams can be formed. Business performance is expected to increase as more satisfied employees will increase a company's competitiveness, and they are better able to recognize opportunities and threats, and better leverage limited resources to maximize the company's profits. Other intangible benefits include the reinforcement of company goals and values, better internal and external communication, a positive working and social environment, an improved company image and increased employee loyalty. For this purpose a sample was selected by unstratified probability sampling and survey was done with the help of questionnaire and the result were analyzed for all the employees. Thus by conducting this survey I got to know about the satisfaction level of employees in various departments.

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CHAPTER 6 INTRODUCTION ABOUT THE TOPIC

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CHAPTER 6- EMPLOYEE SATISFACTION

6.1 MEANING:Employee satisfaction is the individual employees general attitude towards the job. It is also an employees cognitive and affective evaluation of his or her job. It can also be defined as "the extent to which people like (satisfaction)or dislike (dissatisfaction) their jobs". This definition suggests that employee satisfaction is a general or global affective reaction that individuals hold about their job. While researchers and practitioners most often measure global job satisfaction, there is also interest in measuring different "facets" or "dimensions" of satisfaction. Examination of these facet conditions is often useful for a more careful examination of employee satisfaction with critical job factors. Traditional job satisfaction facets include: co-workers, pay, job conditions, supervision, nature of the work and benefits." 6.2 How Employee Satisfaction is created? Organizations can help to create job satisfaction by putting systems in place that will ensure that workers are challenged and then rewarded for being successful. Organizations that aspire to creating a work environment that enhances job satisfaction need to incorporate the following: Flexible work arrangements, possibly including telecommuting Training and other professional growth opportunities Interesting work that offers variety and challenge and allows the worker opportunities to "put his or her signature" on the finished product Opportunities to use one's talents and to be creative Opportunities to take responsibility and direct one's own work A stable, secure work environment that includes job security/continuity An environment in which workers are supported by an accessible supervisor who provides timely feedback as well as congenial team members Flexible benefits, such as child-care and exercise facilities Up-to-date technology Competitive salary and opportunity for promotion.

6.3 Models of employee satisfaction Affect Theory Edwin A. Lockes Range of Affect Theory (1976) is arguably the most famous job satisfaction model. The main premise of this theory is that satisfaction is determined by a discrepancy between what one wants in a job and what one has in a job. Further, the theory states that how much one values a given facet of work (e.g. the degree of autonomy in a position) moderates how satisfied/dissatisfied one becomes when expectations are/arent met. When a person values a particular facet of a job, his satisfaction is more greatly impacted both positively (when expectations are met) and negatively (when expectations are not met), compared to one who doesnt value that facet.

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Dispositional Theory Another well-known job satisfaction theory is the Dispositional Theory. It is a very general theory that suggests that people have innate dispositions that cause them to have tendencies toward a certain level of satisfaction, regardless of ones job. This approach became a notable explanation of job satisfaction in light of evidence that job satisfaction tends to be stable over time and across careers and jobs. Research also indicates that identical twins have similar levels of job satisfaction. A significant model that narrowed the scope of the Dispositional Theory was the Core Self-evaluations Model, proposed by Timothy A. Judge in 1998. Judge argued that there are four Core Self-evaluations that determine ones is position towards job satisfaction: self-esteem, general self-efficacy, locus of control, and neuroticism. This model states that higher levels of self-esteem (the value one places on his/her self) and general self-efficacy (the belief in ones own competence) lead to higher work satisfaction. Having an internal locus of control(believing one has control over her\his own life, as opposed to outside forces having control) leads to higher job satisfaction. Finally, lower levels of neuroticism lead to higher job satisfaction. 6.4 Workers' Roles in Employee Satisfaction If job satisfaction is a worker benefit, surely the worker must be able to contribute to his or her own satisfaction and well-being on the job. The following suggestions can help a worker find personal job satisfaction:

Seek opportunities to demonstrate skills and talents. This often leads to more challenging work and greater responsibilities, with attendant increases in pay and other recognition. To develop excellent communication skills. Employers value and reward excellent reading, listening, writing, and speaking skills. To know more & acquire new job-related knowledge that helps the employees to perform tasks more efficiently and effectively. This will relieve boredom and often gets one noticed. To demonstrate creativity and initiative. Qualities like these are valued by most organizations and often result in recognition as well as in increase responsibilities and rewards. To develop teamwork and people skills. A large part of job success is the ability to work well with others to get the job done. To accept the diversity in people i.e. with their differences and their imperfections and learn how to give and receive criticism constructively. To see the value in their work. Appreciating the significance of what one does can lead to satisfaction with the work itself. This helps to give meaning to one's existence, thus playing a vital role in employee satisfaction. They should learn to de-stress & should also plan to avoid burn out by developing healthy stress- management techniques.

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6.5 EMPLOYEE SATISFACTION HAS TWO COMPONENTS: Hygiene Issue Motivation Issue

The Hygiene Issues are:1.Company and Administration Policy: They should be updated and accessible to all the employees so that the employees are aware of all policies of the organization. 2.Supervision: The supervisor should have the good leadership qualities and should give positive feedback at regular interval. 3.Salary: Employees want to be paid according to their competence and hard work. 4.Interpersonal Relations: It is the relation with the superior , peer and subordinate .The employees should be given time for socialization .i.e. during lunch, tea break, etc. 5.Working conditions: The working environment should be good so that the employees will have sense of pride in working for the organization and should be provided with the necessary facilities and adequate space to work efficiently. THE MOTIVATION ISSUES ARE: Work: The work should make employees believe that the work they are doing is important. Achievement: All employees want to do a good job and make use of their talent . Recognition: Employees should be rewarded for high performance by bonus or atleast praising their efforts. Responsibilty: Employees should be given enough freedom or power to carry out their task. They should have ownership of work and be given challenging work. Advancement: Loyalty and performance should be rewarded by providing opportunities for career development

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The absence of these hygiene issues is a source of dissatisfaction. While increase in the motivation factors, will increase in employee satisfaction.The hygiene issues should be dealt first and then the motivation issues should be given considerations .Bigger pay checks rarely equate with higher employee satisfaction.

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CHAPTER 7 THE STUDY

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7.1 PROBLEM DEFINITION:A study on employee satisfaction to enhance the present working conditions Retaining the employees in the long run has become an destructive problem to any organization, nowadays the organization which takes keen interest to satisfy their employees before the customers are able to retain their employees in the long run. So having this objective in mind the managements wants to know the satisfaction level of the employees towards IOCL in Guwahati Refinery. 7.2 Research Problem:A study to know the satisfaction level of the employees towards the organization to enhance the present working conditions for organizational growth and prosperity at Guwahati Refinery.

7.3 Objective of the study: To know the employee satisfaction level towards the organization regarding the infrastructure, working condition, compensation and other welfare facilities.

7.4 SCOPE OF THE STUDY:The scope of the study is confined to the following parameters: Officers Non officers

7.5 LIMITATIONS OF THE STUDY: The research was conducted within a short period of time which was not enough to find out the accurate and appropriate situation. The project carried out totally based on the data collected from the primary source. So correctness of the project is restricted and limited by the authenticity of the data collected. The topic being a wide area of network, it is difficult to undertake all areas in consideration. Some of the replies of the respondent may be biased.

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Due to the confidentiality of some information accurate response was not revealed by some of the respondents. Respondents had marked the answers in the questionnaires which may be socially incorrect irrespective of their actual feelings.

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CHAPTER 8 RESEARCH METHODOLGY

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CHAPTER 8- RESEARCH METHODOLGY

8.1 RESEARCH PLAN:- The research plan has been designed keeping in mind the qualitative data that the researcher has to deal with during the analysis phase. For the purpose of analyzing the data about the various measures, a detailed study has been made for attaining the objective of the study1.RESEARCH DESIGN:Descriptive Research Design: Along with the line of descriptive research the research objectives were defined and the questions have been framed in the questionnaire, a survey has been conducted among the respondents 2. TIME PERIOD- The time frame for undergoing the project has been for 6 weeks (45 days) i.e form 11th June to 31st July, 2013 3. POPULATION- 100 Nos. (Personnel from HR Department) 8.2 SAMPLING PLANSample Size: The sample size for the survey is 70. Sampling Unit: HR Personnel Sampling Method: Convenience sampling 8.3 COLLECTION OF DATASources of data:Primary Source- Employees of Guwahati Refinery. Secondary Source- Internet (Website of IOCL, Guwahati Refinery) & intranet of Guwahati Refinery. Data Collection Method:Through Structured Questionnaire 8.4 DATA ANALYSIS AND INTERPRETATION: The data has been analyzed after tabulation and represented graphically through pie chart, coloumn and bar diagrams. Analysis and interpretation has been done for each question in the questionnaire.

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CHAPTER 9 PROJECT RATIONALE

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CHAPTER 9- PROJECT RATIONALE

9.1 Need of the study: To know the employee satisfaction level towards the organization. To understand the relationship within the organization. To study the communication flow within the organization. To determine the workers participation in decision-making.

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CHAPTER 10 ANALYSIS AND INTERPRETATION

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CHAPTER 10- ANALYSIS AND INTERPRETATION

1.Satisfaction level of employees within the organization:Sample Size:- 70 CATEGORY Satisfied Highly Satisfied Dissatisfied Highly Dissatisfied Total NO. OF RESPONDENTS 28 13 15 14 70 PERCENTAGE% 40 19 21 20 100

Table 1.1- Satisfaction of employees in the organization

Figure:10.1 Satisfaction of employees in the organization

From the above data it can be observed that 40% of the respondents agrees that they are satisfied working in the organization,19% are highly satisfied,21% are dissatisfied and 20% are highly dissatisfied. Thus it can be interpreted that most of the employees are satisfied working in the organization but also the number of employees who are not satisfied is also not negligible. The management must think of bringing in some more new innovative schemes to satisfy the unsatisfied employees.

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2. Work culture within the organization:CATEGORY Excellent Good Fair Poor Total NO. OF RESPONDENTS 14 50 5 1 70 PERCENTAGE% 20 71 7 1 100

Table 1.2 Level of work culture within the organization

Figure:10.2 Level of work culture within the organization

From the above data it can be observed that 20% of the employees says that the level of work culture inside the organization is excellent, 71% says good,7% says fair and 1% says poor. Thus it can be interpreted that most of the employees says that the work culture inside the organization is good but the management should take some new and innovative steps to make it excellent.

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3. Working Hours inside the organization CATEGORY Satisfied Highly Satisfied Dissatisfied Highly Dissatisfied Total NO. OF RESPONDENTS 14 50 5 1 70 PERCENTAGE% 20 71 7 1 100

Table 1.3 Satisfaction level of working hours

Figure 10.3 Level of satisfaction with the working hours

From the above data it is observed that 20% of the respondents are satisfied with the working hours, 71% are highly satisfied, 7% are dissatisfied and 1% are highly dissatisfied. Thus it can be interpreted that most of the employees are satisfied with the working hours present inside the organization but also the number of employees who are not satisfied is also not negligible. The management must think of some new and flexible timing of working hours to satisfy the unsatisfied employees.

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4. Satisfaction level on various H.R. practices

Category LTC/ LFA Facilities Percentage Housing Facilities Percentage Holiday Home Services Excellent 50 71 17 24 8 Good 20 20 35 50 50 Fair 0 0 17 24 12 Poor 0 0 1 1 0

Percentage Medical Facilities Percentage Children Education Allowances

11 40 57 9

71 20 29 12

17 10 14 45

0 0 0 4

Percentage Providing Furniture & Household items Percentage Canteen Facilities Percentage Transportation Facilities Percentage Loan & Advance Facilities Percentage Ticket Booking Facilities Percentage

13 9

17 25

64 30

4 6

13 35 50 10 14 10 14 16 23

36 12 17 36 51 39 56 36 51

43 17 24 15 21 15 21 17 17

9 6 6 6 9 6 6 1 1

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Table 1.4 Level of Satisfaction on various H.R. practices

Figure:10.4 Level on satisfaction on various H.R. practices

From the above it is observed that 71% of respondents says that LTC/LFA Facilities is excellent, 29% says good, and 0% for fair and poor. 24% says excellent for housing facilities,50% says good,24% says fair and 1% says poor. 11% says excellent for holiday home services,71% says good,17% says fair and 0% says poor. 57% says excellent for medical facilities,29% says good,14% says fair and 0% says poor. 13% says excellent for children education allowances facilities,17% says good, 64% says fair and 4% says poor. 13% says excellent for providing furniture facilities,36% says good,43% says fair and 9% says poor. 50% says excellent for canteen facilities,17% says good,24% says fair and 9% says poor. 14% says excellent for transportation facilities,51% says good,21% says fair and 19% says poor.

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 14% says excellent for loan & advance facilities,56% says good,21% says fair and 9% says poor. 23% says excellent for ticket booking facilities,51% says good,24% says fair and 1% says poor. Thus it can be interpreted that most of the employees have given LTC/LFA Facilities and Holiday Home services as the top most priority which provide excellent services to them and rest of the welfare facilities should be taken into consideration for revising.

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5. Rating of job security within the organization CATEGORY Excellent Good Fair Poor Total NO. OF RESPONDENTS 20 37 12 1 70 PERCENTAGE% 29 53 17 1 100

Table 1.5 Rating of Job Security

Figure:10.5 Rating of Job Security

From the it is observed that 29% of the respondents agrees that the job security provided inside the organization is excellent, 53% says good,17% says fair and 1% says poor. Thus it can be interpreted that most of the respondents agrees that the job security is quite good inside the organization but the number of employees who says excellent is also not negligible. Therefore the management must think of providing more tight job security inside the organization so that there can have no fault and it can be excellent.

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6.Rating for overall training provided to the employees CATEGORY Excellent Good Fair Poor Total NO. OF RESPONDENTS 8 38 23 1 70 PERCENTAGE% 11 54 33 1 100

Table 1.6 Rating for overall training provided to the employees

Figure:10.6 Rating for overall training provided to the employees

From the above data it is observed that 11% of the respondents agrees that the training provided to the employees inside the organization is excellent,54% says good,33% says fair and 1% says poor. Thus it can be interpreted that most of the employees says that providing of training inside the organization is good but the number of employees who says excellent is also not negligible. Therefore the management must think of providing new and innovative training programme for the employees so that the training programme can be excellent.

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7.Rating of Employee-employer relationship

CATEGORY Excellent Good Fair Poor Total NO. OF RESPONDENTS 35 8 23 4 70 PERCENTAGE% 50 11 38 6 100

Table 1.7 Rating of employee-employer relationship

Figure:10.7 Rating of employee-employer relationship

From the above data it is observed that 50% of the respondents agrees that the employee-employer relationship is excellent inside the organization,11 % says good,38% says fair and 6% says poor. Thus it can be interpreted that most of the respondents says that the employee-employer relationship inside the organization is excellent and the management must maintain such relation in future for smooth running.

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8.Level of working condition inside the plant CATEGORY Excellent Good Fair Poor Total NO. OF RESPONDENTS 30 10 25 5 70 PERCENTAGE% 43 14 36 7 100

Table 1.8 Level of working condition inside the plant

Figure:10.8 Level of working condition inside the plant

From the above data it is observed that 43% of the respondents agrees that the working condition inside the plant is excellent,14% says good,36% says fair and 7% says poor. Thus it can be interpreted that most of the respondents says that the working condition inside the plant is excellent and healthy for the employees to work.

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9.Providing of safety measures inside the plant

CATEGORY Yes No Total NO. OF RESPONDENTS 70 0 70 PERCENTAGE% 100 0 100

Table 1.9 Safety measures inside the plant

Figure: 10.9 Safety measures inside the plant

From the above data it can be observed that 100% of the respondents agrees that employees are provided with safety measures to work inside the plant. Thus it can be interpreted that there are implementation of safety measures inside the plant.

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10. Satisfaction level with the operating procedures CATEGORY Satisfied Highly Satisfied Dissatisfied Highly Dissatisfied Total NO. OF RESPONDENTS 20 34 10 6 70 PERCENTGE% 29 49 14 9 100

Table 1.10 Satisfaction level with the operating procedures

Figure: 10.10 Level of Satisfaction with the operating Procedures

From the above data it is observed that 29% of the respondents agrees that they are satisfied with the level of operating procedures in their department,49% are highly satisfied,14% are dissatisfied and 9% are highly dissatisfied. Thus it can be interpreted that most of the employees are highly satisfied with the overall operating procedures in their respective department and the management must continue with the same operating procedure for the future development and smooth running of the organization.

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11. Satisfaction level with the pay structure CATEGORY Satisfied Highly Satisfied Dissatisfied Highly Dissatisfied Total NO. OF RESPONDENTS 34 2 28 6 70 PERCENTAGE% 49 3 40 9 100

Table 1.11 Level of satisfaction with the pay structure

Figure:10.11 Level of Satisfaction with the pay structure

From the above data it is observed that 49% of the respondents are satisfied with the pay structure they are provided with,3% are highly satisfied, 40% are dissatisfied and 9% are highly dissatisfied. Thus it can be interpreted that most of the employees are satisfied with the overall pay structure they are provided with but also the number of employees who are not satisfied is also not negligible. The management must think of revising the salary structure accordingly to satisfy the unsatisfied employees.

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12. Level of motivation with the salary package CATEGORY Agree Strongly Agree Disagree Strongly Disagree Total NO. OF RESPONDENTS 34 12 20 4 70 PERCENTAGE% 49 17 29 6 100

Table 1.12 Motivation level with the salary package

Figure:10.12 Level of motivation with the salary package

From the above data it is observed that 49% of the respondents agrees that they are motivated with their salary package to perform better for the organization,17% says strongly agree,29% says disagree and 6% says strongly disagree. Thus it can be interpreted that salary package works as a significant tool for enhancing the motivation level of the employees.

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13. Level of motivation towards work CATEGORY Good Pay Promotion Good Working Condition Good Supervision Good relationship with peers & Colleagues Total 70 100 RESPONSES 15 14 26 10 5 PERCENTAGE% 21 20 37 14 7

Table 1.13 Level of motivation towards work

Figure:10.13 Level of motivation towards work

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 From the above data it is observed that 21% of the respondents says that good pay motivate them a lot to work. 20% says promotion. 37% says good working condition. 14% says good supervision. 7% says good relationship with peers. Thus it can be interpreted that most of the respondents agrees that good working condition motivate them to work a lot and the must continue with the providing of same working condition for future growth of the employees as well as of the organization.

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14. Rating of relationship between compensation & performance CATEGORY Excellent Good Fair Poor Total NO. OF RESPONDENTS 15 24 28 3 70 PERCENTAGE% 21 34 40 4 100

Table 1.14 Rating of relationship between compensation & performance

Figure:10.14 Rating of relationship between compensation & performance

From the above data we can observed that 21% of the respondents says that they feel excellent with the amount of compensation they receive along with their performance. 31% says good. 40% says fair. 4% says poor. Thus it can be interpreted that maximum number of employees says that they are being paid fairly but also we can see that most of the employees are not satisfied by the compensation paid. This can be a problem for the management to retain their employees in the long run. So the management must look in to this problem seriously and must pay accordingly to the work assigned.

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15. Basis on providing bonus to the employees CATEGORY Individual Performance Unit Based Performance Both Total NO. OF RESPONDENTS 10 13 47 70 PERCENTAGE% 14 19 67 100

Table 1.15 Basis on providing bonus to the employees

Figure: 10.15 Basis on providing bonus to the employees

From the above data it is observed that 14% of the respondents says that they are being provided bonus on individual performance, 19% says on unit based performance and 67% says both. Thus it can be interpreted that most of the employees receives bonus on both individual and unit based performance.

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16. Rating of IOCL as an organization

Category

Rank 4

Rank 3 40

Rank 2 17

Rank 1 1

Total 70

Good place to 12 work in Percentage 17

57 20

24 25

1 8

100 70

Place for career 17 growth opportunities Percentage 24

29 15

36 30

11 2

100 70

Excellent Work 23 culture Percentage Good Management Percentage Training Programme Percentage Communication Flow Percentage Welfare Facilities Percentage 33 29

21 18

43 16

3 7

100 70

41 27

26 28

23 11

10 4

100 70

39 24

40 26

16 15

6 5

100 70

34 50

37 10

21 7

7 3

100 70

71

14

10

100

Where Rank 1 means strongly disagree and rank 4 means strongly agree.

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Table 1.16 Rating of IOCL as an organization

Figure: 10.16 Rating of IOCL as an organization

From the above data it is observed that 1% of the respondents gave rank1, 24% gave rank 2, 57% gave rank 3 and 17% gave rank 4 for good place to work in. 11% gave rank 1, 36 % gave rank 2, 29% gave rank 3 and 24% gave rank 4 for place for career growth opportunities. 9% gave rank 1, 43% rank 2, 22% rank 3 and 33% rank 4 for excellent work culture. 10% gave rank 1, 23% rave rank 2, 26% gave rank 3 and 41% gave rank 4 for good management. 6% gave rank 1, 16% gave rank 2, 40% rank 3 and 39% gave rank 4 for training programme. 7% gave rank 1, 21% gave rank 2, 37% rank 3 and 34% gave rank 4 for communication flow. 4% gave rank 1, 10% gave rank 2, 14% gave rank 3 and 71% gave rank 4 for welfare facilities. Thus it can be interpreted that welfare facilities and good place to work in are given the top most priority by most of the employees.

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CHAPTER 11 FINDINGS

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CHAPTER 11- FINDINGS

40% of the respondents agrees that they are satisfied working in the organization 71% of the employees says that the level of work culture inside the organization is good. 71% of the respondents are highly satisfied with the working hours. Most of the employees have given LTC/LFA Facilities and Holiday Home services as the top most priority as compared to the other welfare facilities mentioned above. 53% of the respondents says that the rate of job security inside the organization is good. 54% of the respondents says that the over all training provided to the employees is good. 50% of the respondents agrees that the employee-employer relationship is excellent inside the organization and it should be well maintained. 43% of the respondents agrees that the working condition inside the plant is excellent. 100% of the respondents agrees that employees are provided with safety measures to work inside the plant. 49% the respondents agrees that they are highly satisfied with the level of operating procedures in their departments. 49% of the respondents are satisfied with the pay structure they are provided with. 49% of the respondents agrees that they are motivated with their salary package to perform better for the organization. Most of the respondents agrees that good working condition motivate them to work a lot and the management must continue with the providing of same working condition for future growth of the employees as well as of the organization. 21% of the respondents says that they feel excellent with the amount of compensation they receive along with their performance but we can also see that most of the employees are not satisfied by the compensation paid therefore the management must look in to this problem seriously and must pay accordingly to the work assigned. 67% of the employees receives bonus on both individual and unit based performance. Welfare facilities and good place to work in are given the top most priority by most of the employees for rating IOCL as a great organization.

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CHAPTER 12 SUGGESTIONS

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CHAPTER 12- SUGGESTIONS

Management must revise the salary administration system to satisfy the employees who are not satisfied with the salary paid. Management must follow a system which measures the employees performance at regular intervals and should be paid accordingly. Management must design salary slabs for particular posts so as to distinguish the mechanics from the supervisors. This will create a sense of respect towards the respective posts. The training needs of the employees should be always reviewed. Based on that, training programs should be conducted for all the employees. Job related training should be given quarterly. This will help the employees to enhance the present skills and perform their tasks more effectively and efficiently. Employees should be given the fair compensation according to their performance and the management should not be biased in providing compensation.

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CONCLUSION
In a fast changing environment, every organization competes for success. The success of organization depends on its employees. So, employee should be completely perfect in every aspect . So satisfaction of employees is a major concern for every organization because without satisfaction of employees an organization will not run in a prosperous manner. Thus it can be said that Employee satisfaction is the direct relationship between happy and unhappy employees. Following are the dimensions of employee satisfaction. They are: Employee retention. Productivity. Customer satisfaction Profitability.

All the above mentioned factors are obtained only if the employees are satisfied .This is because, satisfied employees tend to be more creative, tend to accept challenging jobs which is an promotional opportunity to them .They tend to be more productive. To attain the long run goal employees should be treated equally, and should have opportunity to express their views, ideas and opinions. They should be updated and accessible to all the employees so that the employees are aware of all policies of the organization. The supervisor should have the good leadership qualities and should give positive feedback at regular interval. The working environment should be good so that the employees will have sense of pride in working for the organization and should be provided with the necessary facilities and adequate space work efficiently. Loyalty and performance should be rewarded by providing opportunities for career development. In IOCL according to most of the H.R. Personnel, organization always take new and innovative step for satisfying the needs of the employees. Lastly I sincerely hope that this report will be of immense help to the organization as much as I have been benefited in acquiring knowledge and experiences during the tenure of my study.

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Analysis of Financial Statements:By analyzing the profit and loss account of 2012-2013 I have come to the conclusion that: 2012 Revenue/ Income- Rs. 401,675.68 ExpensesNet ProfitRs. 390,492.34 Rs. 3954.62

2013 Revenue/ Income- Rs. 450,611.20 ExpensesNet ProfitRs. 444,969.70 Rs. 5005.17

Thus the profit in 2013 increases by Rs. 1050.55 (5005.17-3954.62)

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ANNEXURES QUESTIONNAIRES

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Dear Sir/Madam, I am a student of 3rd Semester of Doon Business School, Dehradun. I have been assigned a project titled A study on Employee Satisfaction in Indian Oil Corporation Limited at Guwahati Refinery. I would like to request you to kindly co-operate with me by responding to the questionnaire. Your identity will be kept completely anonymous. (Use the tick mark, whenever necessary)

QUESTIONNAIRE
1. As an employee are you satisfied working with this organization? Satisfied Highly satisfied Dissatisfied Highly dissatisfied

2. How is the work culture within the organization? Excellent Good Fair Poor

3. Are you satisfied with your working hours ? Satisfied Highly Satisfied Dissatisfied Highly Dissatisfied

4. What is your opinion about the various H.R practices/facilities provided to the employees by the organization? Excellent LTC/LFA Facilities Housing Facilities Holiday Home Services Medical Facilities Children Education Allowances. Provison for providing furniture & hosehold items. Canteen Facilities Transportation Facilities Loan & Advances Facilities
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Good

Fair

Poor

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Ticket Booking Facilities

5. How do you rate the job security provided by the organization? Excellent Good Fair Poor

6. How do you rate the overall training provided to the employees? Excellent Good Fair Poor

7. How is the employee- employer relationship in your organization? Excellent Good Fair Poor

8. How you feel about the working conditions provided to you inside the plant by the organization? Excellent Good Fair Poor

9. Does your organization offers any safety measures for those individuals working in plant? Yes No

If yes mention some.. 10. Are you satisfied with the overall operating procedures of the department in which you work? Satisfied Highly Satisfied Dissatisfied Highly Dissatisfied

11. Are you satisfied with the pay structure you are provided with? Satisfied Highly Satisfied Dissatisfied Highly Dissatisfied

12. Does your salary package motivate you to perform better for the organization? Agree Strongly agree Disagree Strongly Disagree

13. What motivates you to work more? Good Pay Promotion Good working condition Good Supervision Good relationship with peers & colleagues ( ) ( ) ( ) ( ) ( )

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14. How do you rate the relationship between the amount of compensation you receive & your performance? Excellent Good Fair Poor

15. On what basis IOCL is providing bonus to the employees? Individual Performance ( )

Unit Based Performance ( ) Both ( )

16. What do you feel about IOCL as an organization? (Kindly put a tick mark and rank your answers in the given numbers which one you feel appropriate where 1 means strongly disagree & 4 means strongly agree ) Good place to work in Place for career growth opportunities Excellent work culture Good Management Training Programme Communication Flow Welfare Facilities 1 1 1 1 1 1 1 2 2 2 2 2 2 2 3 3 3 3 3 3 3 4 4 4 4 4 4 4

Department:Age:Sex:20-30 Male 31-40 Female 6-10years 11-15years 15-20years 41-50 51-60

Years of working experience:- 0-5years

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BIBILIOGRAPHY

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BOOKS Krishnaveni R., Human Resource Development, Excel Publishing House (5thEdition) 2010. Subbarao Rao P., Personnel and Human Resource Management, Himalayan Publishing House, Revised Edition 2003. Websites www.iocl.com www.scribd.com

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