A PROJECT REPORT

ON
JOB SATISFACTION

A Case Study with Reference to

BHARATH SANCHAR NIGAM LIMITED
(A Government of India Enterprise)
HAJIPUR
BIHAR

Submitted as the final fulfilment of course PGDHRD, Department

of Psychology, Patna University

Submitted by
ANAND

Under the Guidance of

Dr. KARTIK JHA
 CERTIFICATE

Certified that this is a bonafied work done by the student of this Institute in
fulfilment of requirements for the award of degree of Post Graduate
Diploma In Human Resource Development (PGDHRD) 1 year programme

The particulars are as follows:

Name of the Student : ANAND

Title of the project : Job Satisfaction
Name of the Organization : BSNL
Academic Year : 2017-18
 ACKNOWLEDGEMENT

I deeply express my profound gratitude and whole hearted thanks to our

beloved Department of psychology, Patna University who provided necessary
facilities, guidance and endless encouragement, which helped me soundly

I wish to express my gratitude to Mr. Mayank Kumar, for his co-

operation. I also thank all the employees in BSNL for their cooperation in
successful completion of my project.

I would like to thank all the faculty members of Department of psychology,

Patna University for their excellent guidance and dedicated involvement.

I would like to thank my friends and family members for their

cooperation in completing project successfully.

ANAND
 DECLARATION

I, ANAND a student of Department of psychology, Patna University, pursuing

PGDHRD course hereby declare that the project work entitled “JOB
SATISFACTION” carried on in “BHARATH SANCHAR NIGAM LIMITED
(BSNL)”, and its value added services is an original work carried out by me availing the
guidance of my project guide to my entire satisfaction. This report bears no resemblance
with any other report submitted to Patna University during the current academic year,
earlier to another university for the award of any degree of diploma. I am presenting this
during the year 2017-18 in fulfilment of “PGDHRD”.

I also declare that this project report work is not submitted to any other university for
any degree.

Date:

ANAND
INTRODUCTION

Human resource is considered to be the most valuable asset in any organization.

It is the sum-total of inherent abilities, acquired knowledge and skills represented by the
talents and aptitudes of the employed persons who comprise executives, supervisors and
the rank and file employees. It may be noted here that human resource should be utilized
to the maximum possible extent, in order to achieve individual and organizational goals.
It is thus the employee’s performance, which ultimately decides, and attainment of goals.
However, the employee performance is to a large extent, influenced by motivation and
job satisfaction

The term relates to the total relationship between an individual and the employer
for which he is paid. Satisfaction does mean the simple feeling state accompanying the
attainment of any goal; the end state is feeling accompanying the attainment by an
impulse of its objective. Job satisfaction does mean absence of motivation at work.
Research workers differently described the factors contributing o job satisfaction and job
dissatisfaction.

The survey made regarding the job satisfaction in BSNL will facilitate and
enables the management to know the perceptions and inner feelings regarding the job
they are performing on day-to-day basis. The term job satisfaction reveals and focuses
on the likes and dislikes of the employees of BSNL. In this particular study the
researchers tries to identify the causes for satisfaction and dissatisfaction among the
employees. So this is the most effective and selective instrument for diagnosing and
peeping into the employee’s problems.

Job satisfaction survey can give the most valuable information the perceptions
and causes. For satisfaction/dissatisfaction among the employees attitude towards job
satisfaction may be either positive or negative. This positive feeling can be re-in forced
and negative feelings can be rectified. This survey can be treated as the most effective
and efficient way, which makes the workers to express their inner and real feelings
undoubtedly.

For any future course of action/ development, which involves employee’s

participation, is considered. The management will get a picture their employee’s
acceptance and readiness.
This survey also enables to avoid misinterpretations and helps management in solving
problems effectively. It is observed during study some of the employees accepted the
proposal survey research.
 A perfectly contentment and satisfaction motivates an employees to be confident
with a high morale, it is an asset to organization as a whole.
Thus the high motivation and morale of an employee make him to remain in the
organization and encourage him to face cut throat competition and gives him enough
dynamism to face challenges.
Every human being possess him own unique resource, if properly channels it by
supportive and supplement, ultimately for achieving organization goals.

As proper breathing and diet is necessary to healthy human being so as is

contentment to the job satisfaction. This contentedness ultimately acts as a key factor to
human resource development.

Definition

Job satisfaction refers to a person’s feeling of satisfaction on the job, which acts
as a motivation to work. It is not the self-satisfaction, happiness or self-contentment but
the satisfaction on the job.

Hoppock describes job satisfaction as “any combination of psychological,

physiological and environmental circumstances that cause and person truthfully to say I
am satisfied with my job.

Job satisfaction is defined as the, “pleasurable emotional state resulting from the
appraisal of one’s job as achieving of facilitating the achievement of one’s job values.
OBJECTIVES OF THE STUDY

The main aim of the study is to analyse and examine level of job satisfaction
among the BSNL employees and to know the problems faced by the employees of the
various categories. The specific objectives are as follows:

 To present a profile of BSNL and organizational structure etc.,

 To observe the level of satisfaction among of employees relating to the nature of
the job and other factors.
 To identify the extent of job satisfaction in the BSNL employees and its impact
on the job performance of the employees.
 To evaluate the working environment in BSNL.
 To examine satisfaction regarding the salary and other benefits of its employees.
 To suggest suitable measures to improve the overall satisfaction of the employees
in the organization.

SCOPE OF THE STUDY

In the survey an attempt has been made to analyse the job satisfaction of
employees of BSNL, Hajipur Bihar.

The Head Office of the BSNL is situated at New Delhi with as Circle Office in
Patna, the Capital of BIHAR and a Divisional Office at Hajipur in Vaishali District. The
study tries to understand the level of satisfaction among the employees of BSNL. It
further explains the area on which employees are mostly dissatisfied.

Job satisfaction of the employees has been analysed on the basis of the following
seventeen job related factors.

 Salary and monetary benefits

 Job security
 Promotion policy
 Working environment
 Employee’s participation in management
 Freedom of expressions
 Nature of job
 Interest taken by superiors
 Superiors and sub-ordinate relationship
 Medicare
 Loans
 Conveyance
 L.T.C.
 HYPOTHESIS

It is known fact to all that keeping an employee happy is management’s responsibility as

to get the work done perfectly. But, to feel happy is employee’s perception. So a
satisfied employees is essential element for improving efficiency and effectiveness.

 Job satisfaction is great motivator, which keeps the employees always in high
morale.
 Job satisfaction among employees result in increasing the perception of the
organization.
 Job satisfaction reduces the resistance among employees for the new
implementations.

METHODOLOGY

In the preparation of this report, the researcher the data from different sources. The
sources of data as follows:

Primary data: This data is gathered from first-hand information sources by the
researcher, this data collection from employees, managers, clerks etc., by
administrating the questionnaire having face to face interaction with employees.
Secondary data: This will give the theoretical basis required for the report
presentation which can be available from various sources such as magazines,
office files, inter office manual and web site.

DATA PROCESSING AND ANALYSING

Data, which is gathered by administering questionnaires, was processed in simple

manner to determine the level of satisfaction among employees. Every response was
assigned some score based on this overall satisfaction level was determined.

Data collected is carefully tabulated and analysed by using satisfaction methods and also
various graphs are used.
 PROFILE OF BHARAT SANCHAR NIGAM LIMITED

TELECOM IN INDIA
Telecom in India was started by private persons in 1851 as “Public Utility
Service”.
Subsequently it was taken over by Govt. of India in 1943 as department of
Telecommunication, it functions under the communication ministry headed by a Cabinet
Minister. The office is situated at New Delhi, having circle offices in all states in India.
The circle office is located at the capital city of the every district of all states under
supervision of General Manager. It is world’s 7th largest company and India’s No.1
Telecom Company and celebrating 150 years of Telecom
Services.

The BSNL is formed on 1st October 2000. The BSNL is the largest public sector,
serving more than 35 million customers and with a work force of 450,000 offices and
employees, for its maintenance and operation. With the successful launch of BSNL’s
WLL, Mobile and Broadband services all over the country. It has the responsibilities to
improve already quality of telecom services expansion of telecom network, taking
telecom services in all the villages and instilling confidence amongst its customers.

The company with a sound financial base is ready to face the impact of the
upcoming competition. BSNL has received an overwhelming response to its
simultaneous launch of cellular mobile Telephone Services (CMTS) across the country.
The introduction of DSL technology in the access network will be another solution to
meet the demand for high bandwidth considerably. Other technological innovations in
the form of Managed Leased Line Networks (MLLN), LMDs DLCs AND RLC in the
access network are in different phases of implementation.
Commissioning of DWDM in the main routes through “Sanchar Sagar Project “has laid
the foundation for the formation of National Information Super Highway. Introduction of
Internet
Telephony (“WEBPHONE”) has proved our commitment towards “Providing World-
class Telecom Services at a very affordable price to its valued customers.

Today in Warangal, BSNL have a strong network of 100% digitalized exchanges

interconnected by 100% reliable transmission media. They serve 105,989 landline
customers through 117 exchanges. BSNL commissioned a state of the art Digital Trunk
Automatic Exchange of 12,000 lines capacity exclusively for long distance traffic,
introduced Intelligent Network Services (India Telephone Cards, Free Phone Services,
Televoting, etc.,) recognize digital exchanges of latest technology in the tricity so as to
offer Contrex facility all over the city.
VISION

To become the largest telecom Service Provider in Asia.

MISSION

1. To provide world class State-of-art technology telecom services to its

customers on demand at competitive prices.
2. To provide world class telecom infrastructure in its area of operation and to
contribute to the growth of the country's economy.

OBJECTIVES

1. To be the Lead Telecom Services Provider.

2. To provide quality and reliable fixed telecom service to our customer and
thereby increase customer's confidence.
3. To provide mobile telephone service of high quality and become no. 1 GSM
operator in its area of operation.
4. To provide point of interconnection to other service provider as per their
requirement promptly.
5. To facilitate R & D activity in the country.

Contribute towards:

1. National Plan Target of 500 million-subscriber bases for India by 2011.

2. Broadband customers base of 20 million in India by 2011 as per
Broadband Policy 2004.

i. Providing telephone connection in villages as per government policy.

ii. Implementation of Triple play as a regular commercial proposition.
 Board of Directors and Human Resources

The corporate structure of BSNL Board consists of CMD and five full time Directors.
Human Resources Planning and Development, new services, operations, financial,
commercial and marketing who manage the entire gamut of BSNL. There are two
government nominees on the time Board of directors of the BSNL.

Chairman and M.D. Anupam Shrivastava

Director (Finance) Anupam Shrivastava

Director (HRD) Anupam Shrivastava

With a corporate philosophy that human resources as the most prized assets of
the organization. It’s natural for BSNL to continually to plan, recruit, train, develop and
apprise of the organization have built up a strong base for the conducting the business
activities. In that order BSNL believes in the following:

 BSNL has a vast reservoir of highly skilled and expertise work force about
450,000 personnel.
 BSNL believe that their staff is one of the best trained man owed in the telecom
sector is the biggest asset of the organization.
 The organization believes that their future depends on our staff that provides
service to valued customers and says to touch with them.
 To meet the technological challenges, employees are trained for technology up
gradation, modernization, computerization etc. in BSNL’s training centres spread
across country. These centres are properly equipped with the requisite infra-
structure facilities such as lecture rooms, modern audio visual aids, libraries,
hostels etc.
 Different curriculum run in these centres to import technology based training for
additional change, basic education and skill development programmes etc.
Organization Chart of BSNL:
Distribution of Group-wise staff strength of DoT and BSNL (numbers) as on 31st
March 2017 is indicated below:

Including 3783 nos. Industrial Workers

HIERARCHY OF VAISHALI DISTRICT TELECOM

The hierarchy of the Bharat Sanchar Nigam Limited, at Warangal district can be
explained as in the following manner:

 The General Manager will look after all the activities of BSNL at Warangal SSA.
Under GM, there are two DGMs and one SDE.
 The Deputy General Manager of planning and rural look after the planning and
rural telecom network maintenance. Planning the future activities.
 Sub Divisional Engineer, DOTSOFT is in charge of telecom software.
 Commercial Officer is responsible for commercial activities such as new phone
connections, phone services etc.
 The Divisional Engineers will look after the Administration activities, Finances
etc.
 Administrative Officer, Telephone-Revenue (TR) will see the issues regarding
Telephone Bills, collecting Revenues etc.
Services offered by BSNL

BSNL Call Centre

MLLN
MPLS based IP – VPN Services
BSNL Cellone Service
BSNL Cellular Call Centre
WLL Phone (Tarang)
Internet Dhabhas
Village PT’s
ITC Cards
Bill Payment Centres
Centrex
Answering Machine Service
In Services
Internet Services
ISDN
Web Phone
NetOne
FAX
Site is WAP enabled (in Hyderabad only)
BSNL Portal (For online payments)
THEORITICAL ASPECTS OF JOB SATISFACTION

“I am satisfied with the job” is one way to define job satisfaction.

Limelight on job satisfaction was brought by Hop pock in 1935. He reviewed 32 studies
on job satisfaction. Prior of 1933 the job satisfaction is combination of psychological,
physiological and environmental circumstances that course to say truthfully that “I am
satisfied with my job.”

The success of any organization depends on the effective utilization and motivation of
human resources.

Job satisfaction is an integral of the organizational climate and importance element in

management and employee relationship.

Job satisfaction is derived from the Latin words “Satis” and “facere”, which means
“enough and to do” respectively. Job satisfaction refers to an employee’s general attitude
towards his job.
Situational Factor.
Individual Characteristics.
Group and social relationship outside the job.

Job satisfaction is the ultimate function of all these and many individual attitudes put
together. Many thinkers consider it a collective force and not a unitary phenomenon.

Every individual has some needs and desires that need to be fulfilled. Any job, which
fulfils these needs, provides satisfaction. Satisfaction is one’s contentment job that
induces motivation and interest in work, which creates pleasure or happiness from job.
Hence satisfaction plays a vital role in every aspect of individual’s life, without
satisfaction in life it becomes very difficult to survive.
 MEANING
The term job satisfaction refers to an employee’s general attitude towards his job.

 Job satisfaction is the favourableness or un-favourableness with which employees

view their work.
 In order to understand job satisfaction, perhaps the first step should be to
demarcate the boundaries among such terms as attitudes motivation and morale.
 A job is an important part of life. Job satisfaction influences one’s general life
satisfaction.
 The result is that satisfaction arises from a complex set of circumstances in the
same way the motivation does.
Job Satisfaction Leads To
 Motivates towards high productivity.
 Want to remain with organization.
 Act effectively in crisis.
 Accept necessary changes without resentment or resistance.
 Promotes the interest of the workers in the organization.

Theories

There are vital differences among experts about the concept of job satisfaction.
Basically, there are four approaches/ theories of job satisfaction.

They are:
1. Fulfilment theory
2. Discrepancy theory
3. Equity theory
4. Two-factor theory

(1) Fulfilment theory

The main aim of this theory is to measure satisfaction in terms of rewards a person
receives or the extent to which his needs are satisfied. Job satisfaction cannot be
regarded merely as a function of how much a person receives from his job but it is the
strength of the individual’s desire of his level of aspiration in a particular area.

The main difficulty in his approach as observed by willing is that job satisfaction is not
only a function of what a person receives but also what he feels he should receive, as
there would be considerable difference in the actual and expectations of persons.

(2) Discrepancy Theory

The proponents of this theory is that satisfaction is the function of what a person actually
receives from his job satisfaction and what he thanks receives or expects to receive.

This approach does not make it clear whether or not over satisfaction is a part of
dissatisfaction and if so, how it differs from dissatisfaction.

(3) Equity Theory

The proponents of this theory are of the view that a person’s satisfaction
determined by his perceived equity which in from is determined by his input-output
balance when compared to others input-output balance. Input-output balance is the
perceived ratio of what a person received from his job relative to what he contributes to
the job.
(4) Two-Factor Theory

This theory was developed by Herzberg, Manusner, Paterson and Capwell who
identified certain factors as satisfiers and dissatisfies.

Factors such as achievement, recognition responsibility etc., are satisfiers, the presence
of which causes satisfaction but their absence does not result in dissatisfaction on the
other hand the factors such as supervision salary, working conditions etc. are dis-
satisfiers the absence of which cause dissatisfaction however their presence does not
result in job satisfaction.

This theory is considered invalid as a person can get both satisfaction and dissatisfaction
at the same time.

DETERMINANTS OF JOB SATISFACTION

According to Abraham A. Kumar there two types of variables, which determine the job
satisfaction of an individual. These are:
1. Organization Variables
2. Personal Variables

1. Organization variables:

i. Occupational Level: The higher the level of the job, the greater the satisfaction of the
individuals. This is because, higher level of jobs carry greater prestige and self-control.
This relationship between occupational level and job satisfaction stems from social
reference group theory in our society values some jobs more than others. Hence people
in values like them more than those who are in non-valued jobs. The relationship may
also stem from the need fulfilment theory.

ii. Job content: Greater the variation in job content and less the repetitiveness with
which the tasks must be performed, the greater the satisfaction of the individuals
involved. Since job content in terms of variety and nature of tasks called for is a
function of occupational level. The theoretical arguments given above apply
here also.

iii. Considerate Leadership: People to be treated with consideration. Hence

considerate leadership results in higher job satisfaction than in considerate
leadership.

iv. Pay and Promotional opportunities: All other things being equal these two
variables are positively related to job satisfaction.

v. Interaction among Employees: Here the question is, when interaction in the
work group is a source of job satisfaction and when it is not.
Interaction is more satisfying when:

a) It results in the cognition that other person’s attitudes are similar to ones own since, this
permits are ready calculability of the others behaviour and constitutes a validation of
one’s self.
b) It results in being accepted by other and
c) It facilitates and achievement of goals.

2. Personal Variables

For some people, it appears that most jobs will be dissatisfying irrespective of the organizational
conditions, where for other most jobs will be satisfying personal variable for this difference.

i) Age

ii) Educational Level

iii) Role perception

iv) Sex
DATA ANALYSIS

1. ARE YOU STISFIED WITH THE WAGES PAID TO YOU?

Yes No

80 20

(Data in Percentage)

Yes

No

Interpretation: 80 percent of the employees are satisfied with the wages paid to them. Only 20
percent of the employees feel that there should be a hike in wages paid to them.
2. DO YOU HAVE ANY INCENTIVES WAGE SCHEMES FOR EFFICIENT WORK ON
YOUR ORGANISATION?

Yes No

70 30

(Data in Percentage)

80
70
60
50
40 Series1
30
20
10
0
Yes No

Interpretation: 70 percent of the employees feel that there should be an incentive wage scheme
for efficient work in the organization.
3. ARE YOU SATISFIED WITH THE PRESENT WORKING CONDITIONS AND
ENVIRONMENT?

Yes No

90 10

(Data in Percentage)

No

Series1

Yes

0 20 40 60 80 100

Interpretation: Almost all the employees are satisfied with the present working conditions and
environment.
4. IS THE MANAGEMENT HELPFUL AND SYMPATHETIC TO YOUR PROBLEMS IN
WORKSTATION?

To Some extent To Large extent

70 30

(Data in Percentage)

70
60
50
40
Series1
30
20
10
0
Yes No

Interpretation: 70% of the employees feel that the management is sympathetic to some extent in
their problems faced at workstation.
5. ARE YOU SATISFIED WITH THE FACILITIES PROVIDED WITH THE
ORGANIZATION?
To Some extent To Large extent

90 10

(Data in Percentage)

90
80
70
60
50 Series1
40
30
20
10
0
Yes No

Interpretation: Almost all the employees are satisfied with facilities provided with the
organization.
6. DOES THE MANAEMENT HAVE GOOD RELATION WITH THE WORKERS?

To Some extent To Large extent

70 30

(Data in Percentage)

80
60
40 Series1

20 S1
0
Yes No

Interpretation: 70% of the employees feel that the management has a good relation with the
workers and only 20% of them feel that the management should improve their relation with the
workers.
7. DO YOU FEELTHAT THE COMPAMNY POLICIES REALLY PROTECT YOUR
INTEREST?
To Some extent To Large extent

60 40

(Data in Percentage)

Yes
No

Interpretation: 60% of the employees feel that the company policies really protect their interest.
40% of them feel that their interests are not protected.
8. DO YOU HAVE ANY PROBLEMS WITH THE PRESENT MANAGEMENT SETUP?

To Some extent To Large extent

50 50

(Data in Percentage)

60

50

40

30 Series1

20

10

0
Yes No

Interpretation: Only 50% of the employees are satisfied with the present management setup and the
other 50% is not satisfied and feel that there should be change in the setup.
9. DO YOU FEEL THAT THE COMPANY POLICIES SHOULD BE CHANGED?

To Some extent To Large extent

60 40

(Data in Percentage)

60

50

40

30 Series1

20

10

0
Yes No

Interpretation: 60% of the employees feel that the company policies should be changed and 40% of
them feel that the policies of the company are up to their satisfaction.
10. DOES THE COMPANY PROVIDE ANY TRAINING TO IMPROVE YOUR
PERFORMANCE? IF YES, ARE YOU SATISFIED WITH THE TRAINING PROVIDED?

To Some extent To Large extent

90 10

(Data in Percentage)

Yes
No

Interpretation: Almost all the employees are satisfied with the training provided by the
company to improve their performance.
CONCLUSIONS AND SUGGESTIONS

CONCLUSIONS:

Besides several other factors the economic development of a country depends upon the effective
functioning of employees. In order to achieve this the superiors and the state should take
necessary steps for the satisfaction of employees in their respective jobs.

 Almost all the employees are satisfied with the wages paid to them.
 70% of the employees feel that there should be an incentive wages scheme for efficient
work in the organization.
 Employees are satisfied with the present working conditions and feel secure about their
job.
 70% of the employees feel that the management is sympathetic to some extent in their
problems faced at workstation,
 Management shares a very good relation with the workers.
 Employees are satisfied with the facilities provided to them and are free to express their
views freely to the management.
 Supervisors are ready to clear the doubts and help in improving their performance.
 70% of the employees feel that the company policies really protect their interests.
 50% of the employees are satisfied with the present management setup.
 60% of the employees feel that the company policies should be changed.
 Employees are satisfied with the training provided to them in improving their
performance.
 Medical, educational and housing loans are the financial benefits provided to the
employees by the organization.
 Expenses for the injured workers are borne by the organization.
 Medical compensation is also provided to the injured workers.

Overall the employees of BSNL are having a very high job satisfaction and hence they are
working with great enthusiasm and zeal to achieve their organizations goal.
SUGGESTIONS:
 50% of the employees feel that the present management should be changed.
 40% of the employees feel that the company policies should be changed.
 30% of the employees feel that the company policies are not able to protect their
interests and hence they should be changed.
 Majority of the employees feel that there should be an incentive wage scheme for
efficient work in the organization.
 The management should be more helpful and sympathetic towards the problems faced by
the workers at the workstation.
QUESTIONNAIRE

A. Profile:
Name :

Age :

Income :

Qualification :

Designation :

Date of Joining :

B. Personal Problems & Benefits :-

1. Are you satisfied with the wages paid to you?

(a) Yes (b) No

2. Do you have any incentive wage schemes for efficient work in your organization?

(a). Yes (b). No

3. Is your job permanent or temporary? _______________

4. Are you secured about your job?

(a). Yes (b). No

5. Are you satisfied with the present working conditions and environment?

(a). Yes (b). No

C. Inter-Personal Problems:-

1. Do the workers behave well with the Management?

(a). Yes (b). No

 2. Is the management helpful and sympathetic to your problems in workstation?

(a) Yes (b) No

3. Does the management have good relation with the workers?

(a) Yes (b) No

4. Do you anytime express freely your views with the workers or vice versa?

(a) Yes (b) No

5. Are you satisfied with the facilities provided with the organization?

(a) Yes (b) No

6. Are the supervisors ready to clear your doubt and help in improving your
performance?

(a) Yes (b) No

7. Do you have good personal relations with the Manager and Supervisors?

(a) Yes (b) No

D. Financial Benefits:-

1. What type of financial benefits do you get in the organization?

(a)

(b)

(c)

2. Injured workers get any compensation in your organization?

(a)

(b)

(c)

E. Management & Workers concerned:-

1. Is the management able to provide any housing facilities to you?

(a) Yes (b) No

2. Do you feel that company policies really protect your interests?

(a) Yes (b) No

3. Do you have problems with the present management setup?

(a) Yes (b) No

4. Do you feel that the company policies should be changed?

(a) Yes (b) No

5. Does the company provide any training to improve your performance?

(a) Yes (b) No

6. If yes, are you satisfied with the training provided?

(a) Yes (b) No

BIBLIOGRAPHY

K Ashwathappa Human Resource Management (Tata Mc

Graw Hill Publications).

Deith Davis Human Relation at Work.

Tripathi Personnel management & industrial Relations.

P. Subba Rao Essentials of Human Resources and Industrial

Relations.

C.B. Mamoria Human Resource Management.

www.bsnl.co.in

https://en.wikipedia.org

Thanking You
Anand