A Study on Stress Management of Employees in Spanco Bpo Ltd in Covai

1.1 INTRODUCTION ABOUT THE STUDY

STRESS

The common expression for stress is’ tension’ one is said to tense, when there is

some anxiety, some fear whether for desirable things may happen, whether something may

go wrong, etc. It is a state of discomfort felt the mind and experienced by the body, when

there is tension, the body may become weak.

DEFINITION

Stress is defined as a response of the human body to a felt need. When one is hung

and there is an urge to eat food, the body is in a state of stress, which disappears when the

need is fulfilled.

TWO KINDS OF STRESS

Eustress

This is the condition in which there is drive and effect to fulfill the needs. Motivation

is high. Achievement is seen as possible. The situation is challenging. Stress disappears when

the need is fulfilled.

Distress

This is condition when there a sense of helplessness in being able to achieve. The

feeling is of frustration. There is no success. May be, there no attempt even, because success

is seen as impossible. The stress condition remains.

Causes of Stress

1. Financial Problems – This is the number one source of stress these days. You and your

family are not be able to do what you want to due to lack of money. Debts are piling up.

Credit Card payments, pending mortgage installments, rising costs of education, mounting

expenditure on health concerns. Financial matters top the list of stressors.

1

2. Workplace Stress – Stress at workplace is another of the main causes of stress. You may

be worried about your next promotion. You might be facing the negative or bullying behavior

of your boss. You might not be reaching your well-deserved career goals; you might be

worried due to office politics. You might be stressed about some major change that is taking

place in the organization, or, you might be under stress because of the prospect of losing your

job.

3. Personal Relationships – Studies of children, attitude of relatives, arguments with spouse

or children, change of place due to requirements of your job, illness of a family member,

moving in of parents or moving out of elder children are all main causes of stress.

4. Health – Heart diseases, hypertension, problems with eye sight and sugar afflict many

people becoming a major cause of life stress for them. Maintaining good health, reducing

weight, increasing weight, being able to lead a healthy life-style: all of these and a few more

are the main causes of stress due to health concerns.

5. Irritants - Besides the ones that I have mentioned above there are those annoyances and

irritations that you encounter in your daily lives which go on to become biggest sources of

stress for you. Problems in commuting to workplace, balance of work and family life, PTMs

at children’s schools, workload, visit to doctor, not enough sleep, no time to relax, no time to

discuss some nagging problems – who is not aware of these stresses and strains of our lives?

You fight with them every day.

LEVEL OF STRESS

There are four basic levels of stress symptoms.

The first is the normal initial response and is characterized by increased heart

beat rates, increased blood pressure, dilation of pupils, sweat in palms and

reduced activity in the stomach.

At the second level, there is more irritability, shuttering and stammering,

difficulty in concentrating, restlessness, lack of appetite and tendency to

increased smoking or drinking for those habituated.

2

At the third level, there would be more headaches, stomach aches, sweating,

insomnia, depression etc.,

The fourth level would be characterized by ulcers, stroke, alcoholism, drug

addiction, psychosis etc.

MANAGING STRESS

Stress cannot be avoided. it should not be avoided. Without stress, there will be not

attempt to try the difficult. One will give up much too easily. One will not succeed in doing

even what one is easily cap[able of, because even the normal faculties will not come into play

- like the goalkeeper, if he remained relaxed even at the last minute.

WORK STRESS - TIPS

1. THE GIFT OF TRUST

Lack of control over ones' own work is number one on the top five stress list. It poses

a risk to the cardiac health of workers as great as that of smoking. The gift of trust give

employees the freedom to make decisions about the tasks before them, fusing a pledge

between employer and employee to trust each other in order to do good work and receive the

benefits of its.

2. TIME AND SPACE

Help employees get off the treadmill at work. Many people are getting ill not form

too much to do but from their sense that they have too much to do all at once, all the time.

3. JOB FULFILLMENT

Money is not the only reward people work for. Give them something just as valuable

in the long-term - appreciation for doing good work, the boss saying thank you for the extra

effort, helping them realize that what they do contributes to the organization's success.

4. SHARING SUCCESS AT WORK 3

Help employees to see that success is something to share, not own. This requires

leadership by example in the management ranks. Share the credit

5. LISTENING TO OTHERS AT WORK

Is an art form, hearing not only what others say but understanding how they feel and

what they need to do their job? Body language means a lot in communication between

people and we can't read body language by email.

How to Reduce Stress

Many stresses can be changed eliminated or minimized. Here are some

things you can do to reduce your level of stress.

Become aware of your own reactions to stress.

Reinforce positive self - statements.

Focus on your good qualities and accomplishments.

Avoid unnecessary competition.

Develop assertive behaviors.

Recognize and accept your limits. Remember that everyone is unique and

different.

Get a hobby or two. Relax and have fun.

Exercise regularly

Eat a balanced diet daily.

Talk with friends or someone you an trust about your worries / problems.

Talk with friends or someone you an trust about your worries / problems.

Learn to use your time wisely.

4

Evaluate how you are budgeting your time.

Plan ahead and avoid procrastination.

Make a weekly schedule and try to follow it.

Set realistic goals and priorities

When studying for an exam, study in short blocks and gradually lengthens

the time you spend studying. Take frequent short breaks,

Practice relaxation techniques. For example, whenever you feel tense,

slowly breathe in and out for several minutes

1.2 INTRODUCTION TO THE STUDY

5

SPANCO

Spanco Limited is in the business of creating Technology Infrastructure to help drive

governance efficiency across key sectors. Spanco Limited is SEI CMM Level 3 and ISO

9001-2008 certified. Spanco caters to large complex Technology Infrastructure projects

across Government, Power and Telecom Service Provider’s space. Spanco Limited also has a

formidable presence in the BPO space spread over four continents and catering to India,

US/Europe, Middle East and African markets.

Our Vision

To attain a position of leadership in providing innovative business and technically

competent solutions to our clients. Striving to achieve enhanced business competence for the

clients, through a team of highly proficient and motivated personnel for overall profitability

of the company and the satisfaction of all key stakeholders.

Our Mission

To partner with clients worldwide in migrating and managing their Business

Processes effectively. We are committed to customer delight through our dedicated resources,

organizational values, quality, innovative technology and highest security standards.

Values

Customer Focus: Partnering our customers as an extended arm and delivering process

excellence

Delivery: Following the highest ethical standards and meeting all legal and

compliance requirements

Excellence: Doing each job right the first time and every time, continuously

improving the way we work, developing the right skills and pursuing and leveraging

new technologies.

Trust: Meeting our commitments to our customers and demonstrating reliability in our

performance and business practices.

Telecom: The Indian telecom industry is one of the fastest growing and an extremely

competitive industry. Spanco BPO realizes the importance of easing of the regulatory

environment, increased acceptance and use of new products and services by

6

consumers, rapid technological advancements, and emergence of new markets in the

industry and crafts its services according to them.

Spanco BPO can help its telecom clients deliver world-class BPO services customized

to best meet the specific business issues. By bringing together state-of-the-art technology,

process excellence and best talent, we help telecom companies attain optimal process

performance and profitability. Our strength lies in our telecommunication teams having

industry-specific knowledge and technology skills to design and implement changes to your

business models and those of your customers.

It can provide the following BPO services to the telecommunication industry:

Telemarketing services

Cross-sell/ Up-sell

Customer Care

Customer Services such as welcome calls/notifications, enquiry support, technical

helpdesk, complaints resolution, billing disputes etc.

Customer Account Management comprising sub processes such as order taking and

processing, accounts activation and up gradation.

Back Office Services comprising data entry and validation, transactions processing

etc.

Collections Management Services

SPANCO BPO COIMBATORE

MANAGEMENT TEAMS:

7 SITE HEAD

The operation department is including 32 managers and two assistant

managers. The admin department consists 5 managers and one assistant manager. The

quality team includes 10 analysts one debt manager. The training team includes 8

trainees and one debt manager. The human resources is having 9 members including

one manager and one assistant manager. And finance department having one external

manager.

SHIFT TIME

5.30 AM – 2.30 PM

6.00 AM – 3.00 PM

7.00 AM – 4.00 PM

9.00 AM – 6.00 PM

10.00 AM - 7.00 PM

11.00 AM – 8.00 PM

4.00 PM – 1.00 AM

10.00 PM – 7.00 A

PROCESS AND EMPLOYEES

The SPANCO BPO is representing Aircel Customer Care Center. It has consisted

Rest of Tamil Nadu (ROTN), Chennai and Kerala. It includes more than 600 employees in

8

OPERATION

ADMIN QUALITY

TRAINING

HR

FINANCE

various shifts. Among these 468 employees is working for ROTN, 109 employees is working

for Tamil Nadu and 26 employees is working for Kerala

Accreditations

Spanco BPO is among the top 5 BPO companies for Employee Satisfaction in 2010

(Source: Dataquest)

Spanco BPO Ventures Ltd ranked in India’s Top 20 ITES and BPO Companies in

2010 (Source: Dun & Bradstreet)

Spanco BPO’s International operations is ISO 27001 (BS 7799) Certified for Call

Center Services and PCI DSS compliant for processes involving credit card

transactions

Spanco GKS awarded as best outsourcing solution provided with more than 300

seats in middle east by Insight(Middle East) for 2009

Spanco Ltd. is accorded the prestigious SEI CMM Level 3 Certification

Spanco Ltd. is a recognized NASSCOM member

Spanco Ltd. is accredited with the prestigious ISO 9001-2008 Quality Certification

Spanco Ltd. accorded Maharashtra State IT Award for Best IT Company in e-Gov

space for 2010

Spanco Ltd. nominated for the NDTV Profit Business Leadership Awards 2010-IT

Category

Spanco Ltd. ranked amongst 500 non finance companies by ‘The Business World

Real 500’

Spanco Ltd. consistently ranked in ET500 amongst outstanding companies of India

Inc

Spanco Ltd. awarded the Amity Leadership Award 2009.

1.3 OBJECTIVES OF THE STUDY

To study the stress level of the employees and stress score of the employees.

9

To study the various causative factors, which influence work stress.

To find out the job satisfaction and the opinion about the relationship between the

employees.

To know about the training and development programmes of the organization.

To find out the satisfaction level of monetary and non monetary facilities.

To suggest the ways to reduce stress of the employees in the organization.

10

1.4 SCOPE OF THE STUDY

The study on stress management in SPANCO BPO is conducted for a month period, within

the period; the relevant data are collected and analyzed which will be useful to the company.

The study is an attempt to measure the level of stress faced by the employees of SPANCO

BPO. The data is very useful for the company to know the stress of the employees in the

organization. The study identifies the various sources of stress and suggests some coping

strategies for the employees regarding their stress management.

11

1.5 LIMITATION OF THE STUDY

This study is applicable to Spanco BPO.

The sample size is restricted to only 100 employees due to time and cost constrain

The statistical tool has its own limitation.

The result of the study is only applicable during the period of the study.

Due to their busy schedule superiors were unable to spent time for giving their

opinions.

The response from some of the respondent might be biased.

12

1.6 CHAPTER SCHEME

Chapter I:

Introduction of the study, Introduction to the organization, Objectives of the study and

Scope of the study.

Chapter II:

Review of literature

Chapter III:

Research methodology, Research design, Sampling design, Method of data collection,

Tools for analysis, Limitation of the study.

Chapter IV:

Analysis and interpretation.

Chapter V:

Findings, Suggestion, conclusion, Appendices, Bibliography

13

CHAPTER II

REVIEW OF LITERATURE

1. Miss Shamitha Haridas - on her study "Role of interpersonal relationship in service

industries' found that about 56% of the respondents are not satisfied with the salary

scale. The study also reveals that about 72.5% of respondents are happy with the

system of communication in the organization, but at the same time (65%) of them are

not happy with the appraisal produce1

2. Ms. R.K. Jayasri on her study A study on employee morale of steel industries of

Kerala Ltd" found that about 60% of the respondents are satisfied with working

conditions2

3. Mr. Vimal Anand on his study “Employee satisfaction a Ponni Sugars" found rules

and regulations of the company respondents agreed by 96% of the employees. The

study also reveals that the team work succeeds; 86% of the respondents say that they

receive good co - ordination from their co -workers3.

4. Mr. M. Rameshkumar on his study “A study on employee discipline system at

Nilgiris Pvt Ltd." Found that most of the employees are having more comfortable and

continue the present job4.

5. Mr. P. Santhose on his study "Employees satisfaction towards physical working

environment in the AGT Spinning mills” found that only 36.5% of the workers are

satisfied with the neatness maintained in the working area5.

1 Miss Shamitha Haridas October 2000 "Role of interpersonal relationship in service industries2 Ms. R.K. Jayasri November 2000 " A study on employee morale at steel industries and Kerala Ltd3 Mr. Vimal Anand November 2001 "Employee satisfaction at Ponni sugars.4 Mr. M. Rameshkumar on his study “A study on employee discipline system at Nilgiris Pvt Ltd."5 Mr. P. Santhose on his study "Employees satisfaction towards physical working environment in the AGT Spinning mills",

14

CHAPTER III

RESEARCH METHODOLOGY

Research Methodology is a way to systematically solve the research problem. It may

be understood as a science of studying how research is done scientifically.

In this study the various steps that are generally adopted by a researcher in studying

the researcher problem along with the logic behind them.

3.1 RESEARCH DESIGN

The research design constitutes the blueprint for the collection measurement and

analysis data. It aids the scientist in allocation of limited resources by posing crucial

choices.

DATA SOURCE

Both primary and secondary data were collected for the study

Primary data were collected through interview method using a structured

questionnaire.

Secondary data were collected from sources like Spanco BPO Ltd. journal and

website.

RESEARCH TYPE

The design chosen to analyze the information is descriptive research.

3.2 SAMPLING DESIGN

The employees in Spanco BPO in Covai were taken as the sampling unit.

15

3.3 METHOD OF DATA COLLECTION

For the purpose of pilot study, 25 samples were employed. Based on the results, the

questionnaire was restructured. Finally 100 samples were taken for the research study.

SAMPLING TECHNIQUE

Non - Probability convenience sampling techniques was employed in selecting the

sample.

3.4 TOOLS FOR ANALYSIS

The data collected through the various sources was converted into readable from

through the process of classification, arrangement and presentation of data.

STATISTICAL ANALYSIS

SIMPLE PERCENTAGE ANALYSIS

The percentage method is used for comparing certain feature. The collected data represented

in the form of tables and graphs in order to give effective visualization of comparison made.

CHI-SQUARE ANALYSIS

It is useful to determine the significant relationship between the two variables. The formula is

used for chi-square test:

(Oij – Eij) 2

Chi-square = ∑----------------------------

(Eij)

Where,

Oij = Observed Frequency.

Eij = Expected frequency

16

CHAPTER IV

ANALYSIS AND INTERPRATATION

Table – 4.1

AGE

AgeNo. of

respondentsPercent

Below 20 28 28

20-30 62 62

Above 30 10 10

Total 100 100.0

Inference

The table shows that 28.0% of the respondents are aged below 20 years, 62.0 % of the

respondents are aged 20 years to 30 years, and 10% of the respondents are aged above 30

years.

The majority of the respondents are aged between 20-30 years (62.0%)

17

CHART -4.1.1

CHART SHOWING AGE

Below 2028%

20-3062%

Above 3010%

18

Table – 4.2

GENDER

GenderNo. of

respondentsPercent

Male 66 66.0

Female 34 34

Total 100 100

Inference

The above table shows 66.0 % of the respondents are Male and remaining 34 % of the

respondents are Female.

19

CHART -4.2.1

CHART SHOWING GENDER

20

Male Female0

10

20

30

40

50

60

70

GENDER

PERCENT

AGE

Table – 4.3

EDUCATIONAL QUALIFICATION

Educational QualificationNo. of

respondentsPercent

School Level 3 3

21

UG Degree 64 64

PG Degree 6 6

Others(Diploma) 27 27

Total 100 100.0

Inference

From the above table it is clear that 3% of the respondents are Qualified School Level,

64 % of the respondents are Qualified UG Degree, 6% of the respondents are Qualified PG

Degree, 27.0 %t of the respondents are Qualified Other Qualification.

The majority of the respondents are belongs to UG Degree category (64.0%)

22

CHART-4.3.1

CHART SHOWING EDUCATIONAL QUALIFICATION

School Level UG Degree PG Degree Others(Diploma)0

10

20

30

40

50

60

70

QUALIFICATION

PERCEN

TAGE

23

Table – 4.4

EXPERIENCE

ExperienceNo. of

respondentsPercent

Below 3 months 43 43

3-6 26 26

6-12 21 21

Above 1 years 10 10

Total 100 100.0

Inference

From the above table it shows that 43.0 % of the respondents are have below 3

months Service, 26.0 % of the respondents are have below 3 – 6 months of experience, 21 %

of the respondents are have below 6 – 12 months of experience, 10.0 % of the respondents

are have above 1 years of experience.

The most of the respondents are having below 3 months of experience (43.0%)

CHART-4.4.1

CHART SHOWING EXPERIENCE

24

Below 3 months 03-Jun 06-Dec Above 1 years0

5

10

15

20

25

30

35

40

45

EXPERIENCE

PERCEN

TAGE

Table – 4.5

DESIGNATION

DesignationNo. of

respondentsPercent

Executives 83 83

25

TL 11 11

QL 6 6

Total 100 100.0

Inference

The above table shows that 83 % of the respondents are working as Executives 11%

of the respondents are working as Team leaders and remaining 6 % of the respondents are

working as Quality leaders.

CHART-4.5.1

CHART SHOWING DESIGNATION

26

83%

11%

6%

ExecutivesTLQL

Table – 4.6

MARITAL STATUS

Marital StatusNo. of

respondentsPercent

Married 18 18

Un Married 82 82

Total 100 100.0

27

Inference

From the above table it is clear that 18 percent of the respondents are married and

remaining 82 percent of the respondents are Unmarried.

CHART -4.6.1

CHART SHOWING MARITAL STATUS

Married Un Married

28

Table -4. 7

NATURE OF EMPLOYMENT

Nature OF

Employment

No. of

respondentsPercent

Temporary 69 69

Permanent 31 31

Contract 0 0

Others 0 0

Total 100 100.0

Inference

It is clear from the table, 69 % of the respondents are Temporary Employee, 31 % of

the respondents are Permanent Employee, There are no respondents are Contract Base

Employee and other category.

The majority of the respondents are Temporary Employee (69%).

29

CHART -4.7.1

CHART SHOWING NATURE OF EMPLOYMENT

30

Temporary Permanent Contract Others0

10

20

30

40

50

60

70

NATURE OF EMPLOYMENT

PERCEN

TAGE

Table -4.8

OPINION ABOUT JOB SATISFACTION

Job SatisfactionNo. of

respondentsPercent

Highly satisfied 17 17

Satisfied 31 31

31

Neutral 30 30

Dissatisfied 19 19

Highly

dissatisfied3 3

Total 100 100.0

Inference

From the above table it is clear that 17 % of the respondents are highly satisfied with

their job, 31 % of the respondents are Satisfied with their job, 30.0 % of the respondents are

Neutral about their job, 19 % of the respondents are Dissatisfied about their job. 3% of the

respondents are highly dissatisfied about their job.

The most of the respondents are satisfied about their job (31%).

CHART -4.8.1

CHART SHOWING OPINION ABOUT JOB SATISFACTION

32

Highly satisfiedSatisfied

NeutralDissatisfied

Highly dissatisfied

0

5

10

15

20

25

30

35

SATISFACTION

PERCEN

TAGE

Table – 4.9

LEVEL OF STRESS33

DIFFICULTY IN CONCENTRATING

Difficulty In

Concentrating

No. of

respondentsPercent

Never 28 28

Sometimes 63 63

Always 9 9

Total 100 100.0

Inference

The above table shows that 28 % of the respondents are never having difficulty in

concentrating, 63% of the respondents are have sometimes and remaining 9 % of the

respondents are have always difficulty in concentrating.

CHART -4.9.1

CHART SHOWING LEVEL OF STRESS

DIFFICULTY IN CONCENTRATING

34

28%

63%

9%

Never Sometimes Always

Table – 4.10

HEADACHE

Headache No. of Percent35

respondents

Never 20 20

Sometimes 66 66

Always 14 14

Total 100 100.0

Inference

The above table shows that 20 % of the respondents are never having Headache, 66%

of the respondents are have sometimes and remaining 14 % of the respondents are having

always Headache,.

CHART-4.10.1

CHART SHOWING HEADACHE

36

Never Sometimes Always0

10

20

30

40

50

60

70

HEADACHE

PERCENTA

GE

Table – 4.11

IRRITABILTY

37

IrritabilityNo. of

respondentsPercent

Never 57 57

Sometimes 40 40

Always 3 3

Total 100 100.0

Inference

The above table shows that 57 % of the respondents are never having Irritability, 66%

of the respondents are have sometimes and remaining 14 % of the respondents are having

always Irritability.

CHART-4.11.1

CHART SHOWING IRRITABILTY

38

Never Sometimes Always0

10

20

30

40

50

60

IRRITABILITY

PERCENTA

GE

Table – 4.12

ALCOHOLISM

Alcoholism No. of Percent

39

respondents

Never 64 64

Sometimes 33 33

Always 3 3

Total 100 100.0

Inference

The above table shows that 64 % of the respondents are never having Alcoholism,

33% of the respondents are have sometimes and remaining 3 % of the respondents are having

always Alcoholism.

CHART-4.12.1

CHART SHOWING ALCOHOLISM

40

Never64%

Sometimes33%

Always3%

Table – 4.13

DRUG ADDICTION

41

Drug addictionNo. of

respondentsPercent

Never 96 96

Sometimes 4 4

Always 0 0

Total 100 100.0

Inference

The above table shows that 96 % of the respondents are never having Drugs, and

remaining 4% of the respondents are having sometimes Drugs.

CHART-4.13.1

CHART SHOWING DRUG ADDICTION

42

96%

4%


Table – 4.14

SATISFACTION TOWARDS SALARY

Satisfied with

Salary

No. of

respondentsPercent

Yes 38 38

No 62 63

Total 100 100.0

43

Inference

From the above table it is clear that 38 % of respondents are satisfied with salary and

remaining 62 % of the respondents are not satisfied with the salary.

44

CHART-4.14.1

CHART SHOWING SATISFACTION TOWARDS SALARY

Yes No0

10

20

30

40

50

60

70

SATISFACTION

PERCEN

TAGE

45

Table – 4.15

RELATIONSHIP AMONG TL AND EXECUTIVES

Opinion No. of respondents Percent


Satisfied 30 30

Neutral 22 22

Dissatisfied 4 4

Highly dissatisfied 1 1

Total 100 100.0

Inference

From the above table it is clear that 43 % of the respondents are highly satisfied about

their relationship among TL-Executives, 30 % of the respondents are satisfied about their

relationship among TL-Executives, 22 % of the respondents are Neutral about their

relationship among TL-Executives, 4 % of the respondents are dissatisfied about their

relationship among TL-Executives. And 1% of the respondents are highly dissatisfied about

their relationship.

The most of the respondents are highly satisfied about their relationship among TL-

Executives (43%).

46

CHART-4.15.1

CHART SHOWING RELATIONSHIP AMONG TL AND EXECUTIVES

47

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied0

5

10

15

20

25

30

35

40

45

OPENION

PERCENT

AGE

Table -4.16

RELATIONSHIP AMONG EXECUTIVES

OpinionNo. of

respondentsPercent


48

Satisfied 35 35

Neutral 13 13

Dissatisfied 2 2


Total 100 100.0

Inference


their relationship among executives 35 % of the respondents are satisfied with their

relationship among executives, 13 % of the respondents are Neutral with their relationship

among executives, 2 percent of the respondents are dissatisfied with their relationship among

executives and 2% of the respondents are highly dissatisfied with their relationship.

The most of the respondents are highly satisfied with their relationship among

workers (48%).

CHART-4.16.1

CHART SHOWING RELATIONSHIP AMONG EXECUTIVES

49


5

10

15

20

25

30

35

40

45

50PERC

ENTAGE

50

Table – 4.17

RELATIONSHIP BETWEEN EXECUTIVES-MGT

OpinionNo. of

respondentsPercent


Satisfied 25 25

Neutral 30 30

Dissatisfied 16 16


Total 100 100.0

Inference

From the above table it is clear that from 16 % of the respondents are highly satisfied

with their relationship among Executives-mgt, 25 % of the respondents are satisfied with

their relationship, 30 % of the respondents are Neutral with their relationship, 16 % of the

respondents are Dissatisfied with their relationship. 13 % of the respondents are highly

dissatisfied with their relationship among Executives-mgt.

The most of the respondents are Neutral with their relationship among Executives-

mgt (30%).

51

CHART-4.17.1

CHART SHOWING RELATIONSHIP BETWEEN EXECUTIVES-MGT

52


5

10

15

20

25

30

35

OPENION

PERCEN

TAGE

Table – 4.18

PRESENT COMMUNICATION SYSTEM

Communication

System

No. of

respondentsPercent

Very Good 27 27

Good 42 42

53

Fair 20 20

Poor 8 8

Very Poor 3 3

Total 100 100.0

Inference

From the above table it is clear that 27 % of the respondents are very good in

communication, 42 % of the respondents are good in communication, 20 % of the

respondents are fair in communication, 8 % of the respondents are poor in communication,

and 3 % of the respondents are very poor in communication.

The most of the respondents are good in Communication (42%).

CHART-4.18.1

CHART SHOWING PRESENT COMMUNICATION SYSTEM

54

Very GoodGood

FairPoor

Very Poor

0

5

10

15

20

25

30

35

40

45

PERCENT

AGE

Table – 4.19

JOB SECURITY

Job SecurityNo. of

respondentsPercent

Yes 71 71

55

No 29 29

Total 100 100.0

Inference

From the above table that it is inferred that 71 % of the respondent’s job are secured

and 29 % of respondents job are unsecured.

CHART-4.19.1

CHART SHOWING JOB SECURITY

56

71%

29%

Yes No

Table – 4.20

INCENTIVES

IncentivesNo. of

respondentsPercent


Satisfied 28 28

Neutral 35 35

Dissatisfied 25 25

57


Total 100 100.0

Inference

From the table it is clear that 3 percent of the respondents are highly Satisfied with

their Incentives, 28 percent of the respondents are Satisfied with their Incentives, 35 percent

of the respondents are Neutral with their Incentives, 25 percent of the respondents are

Dissatisfied with their Incentives. 9 percent of the respondents are highly dissatisfied with

their Incentives.

The most of the respondents are Neutral with their Incentives (35%)

CHART-4.20.1

CHART SHOWING INCENTIVES

58


5

10

15

20

25

30

35

INCENTIVES

PERCEN

TAGE

Table – 4.21

BONUS

BonusNo. of

respondentsPercent


Satisfied 27 27

59

Neutral 31 31

Dissatisfied 29 29


Total 100 100.0

Inference

From the table it is clear that no one of the respondents are highly Satisfied with their

Bonus, 27% of the respondents are Satisfied with their Bonus, 31 % of the respondents are

Neutral with their Bonus, 29 % of the respondents are Dissatisfied with their Bonus, 13 % of

the respondents are highly dissatisfied with their Bonus.

The most of the respondents are Neutral with their Bonus (31%).

CHART-4.21.1

CHART SHOWING BONUS

60


5

10

15

20

25

30

35

BONUS

PERCEN

TAGE

61

Table – 4.22

ALLOWANCE

AllowanceNo. of

respondentsPercent


Satisfied 13 13

Neutral 28 28

Dissatisfied 39 39


Total 100 100.0

Inference

From the above table it is clear that 2 % of the respondents are highly Satisfied with

their Allowance, 13 % of the respondents are satisfied with their Allowance, 28 % of the

respondents are neutral with their Allowance,39% of the respondents are dissatisfied with

their Allowance, 18 % of the respondents are highly dissatisfied with their Allowance.

The most of the respondents are Dissasatisfied with their Allowance (39%).

CHART-4.22.1

CHART SHOWING ALLOWANCE

62


5

10

15

20

25

30

35

40

ALLOWANCE

PERCEN

TAGE

Table – 4.23

LEAVE

LeaveNo. of

respondentsPercent


63

Satisfied 33 33

Neutral 30 30

Dissatisfied 19 19


Total 100 100.0

Inference

From the above table it is clear that 7 % of the respondents are highly Satisfied with

their Leave, 33 % of the respondents are Satisfied with their Leave, 30 percent of the

respondents are Neutral with their Leave, 19 percent of the respondents are Dissatisfied with

their Leave. 11 percent of the respondents are highly dissatisfied with their sick leave.

The most of the respondents are satisfied l with their Leave (33%).

CHART-4.23.1

CHART SHOWING LEAVE

64

7%

33%

30%

19%

11%

Highly satisfied Satisfied Neutral Dissatisfied Highly dissatisfied

Table – 4.24

SICK LEAVE

Sick LevelNo. of

respondentsPercent

Highly Satisfied 4 4

Satisfied 13 13

65

Neutral 36 36

Dissatisfied 29 29

Highly Dissatisfied 18 18

Total 100 100.0

Inference


their Sick Leave. 13 % of the respondents are satisfied with their sick-Leave, 36 % of the

respondents are Neutral with their sick- Leave, 29 % of the respondents are dissatisfied with

their Sick Leave, and 18 % of the respondents are highly dissatisfied with their Sick Leave.

The most of the respondents are Neutral with their Sick Leave (36%).

CHART-4.24.1

CHART SHOWING SICK LEAVE

66

Highly Satisfied Satisfied Neutral Dissatisfied Highly Dissatisfied0

5

10

15

20

25

30

35

40

SICK LEVEL

PERCENT

AGE

Table -4.25

PROMOTIONS

PromotionNo. of

respondentsPercent


67

Satisfied 6 6

Neutral 35 35

Dissatisfied 39 39


Total 100 100.0

Inference

From the above table it is clear that no one of the respondents are highly satisfied with

their Promotions, 6 % of the respondents are Satisfied with their Promotions, 35 % of the

respondents are Neutral with their Promotions, 29 % of the respondents are Dissatisfied with

their Promotions , 20 % of the respondents are highly dissatisfied with their Promotions.

The most of the respondents are respondents are Dissatisfied with their Promotions

(39%).

CHART-4.25.1

CHART SHOWING PROMOTIONS

68


5

10

15

20

25

30

35

40

PROMOTION

PERCENT

AGE

Table – 4.26

SOURCES OF STRESS

High StressNo. of

respondentsPercent

Organizational 16 16

69

Group 19 19

Individual 24 24

Environmental 23 23

All 18 18

Total 100 100.0

Inference

From the above table it is clear that 16 % of the respondent’s main sources of Stress

are Organization, 19 % of the respondent’s main sources of Stress are Group, 24 % of the

respondent’s main sources of stress are individual, and 23% of the respondent’s main source

of stress is Environmental. And 18 percent of the respondent’s main sources of Stress are All

Kinds of Stress.

The most of respondent’s main sources of stress are Individual (24%).

70

CHART-4.26.1

CHART SHOWING SOURCES OF STRESS

Organizational Group Individual Environmental All0

5

10

15

20

25

STRESS

PERCEN

TAGE

71

Table – 4.27

ORGANIZATIONAL STRESS

RANK I RANK II RANK III RANK IV RANK VRES % RES % RES % RES % RES %

Task demands 4 11.7 7 20.5 8 23.5 2 5.8 4 11.7Role demands 6 17.6 3 8.8 5 14.7 4 11.7 5 14.7Inter personal demands

5 14.7 2 5.8 4 11.7 4 11.7 6 17.6

Organizational structure

6 17.6 4 11.7 6 17.6 3 8.8 5 14.7

Organizational leadership

9 26.4 2 5.8 6 17.6 1 2.9 4 11.7

Administrative Policies

8 23.5 1 2.9 1 2.9 3 8.8 8 23.5

Organization’s Process & Style

7 20.5 3 8.8 4 11.7 5 14.7 1 2.9

Organization’s Lifecycle

2 5.8 2 5.8 2 5.8 9 26.4 7 20.5

Working Condition

8 23.5 2 5.8 4 11.7 7 20.5 3 8.8

RANK VI RANK VII RANK VIII RANK IXRES % RES % RES % RES %

Task demands 3 8.8 3 8.8 1 2.9 2 5.8Role demands 7 20.5 3 8.8 1 2.9 0 0Inter personal demands

6 17.6 3 8.8 2 5.8 2 5.8


0 0 7 20.5 2 5.8 1 2.9


3 8.8 4 11.7 2 5.8 3 8.8


7 20.5 5 14.7 1 2.9 0 0


2 5.8 6 17.6 4 11.7 2 5.8


1 2.9 8 23.5 0 0 3 8.8

Working Condition 4 11.7 3 8.8 2 5.8 1 2.9

72

73

Inference

The majority of the respondents are mentioned 3rd Rank to task demands (23.5%).

The majority of the respondents are mentioned 6th Rank to the role demands (20.5%). The

majority of the respondents are mentioned 5th Rank to interpersonal demands (17.6%) The

majority of the respondents are mentioned 7th Rank to the organizational structure (20.5%).

The majority of the respondents are mentioned 1st Rank to the organizational leadership

(26.4%). The majority of the respondents are mentioned 1st Rank to the Administrative

policies (23.5%). The majority of the respondents are mentioned 1st Rank to the

organization’s Process & Style (20.5%). The majority of the respondents are mentioned 4th

Rank to the organization’s lifecycle (26.4%). The majority of the respondents are mentioned

1st Rank to the Working condition (23.5%).

74

CHART-4.27.1

CHART SHOWING ORGANIZATIONAL STRES

Task d

emands

Role dem

ands

Inter pers

onal dem

ands

Organizati

onal stru

cture

Organizati

onal leaders

hip

Administrative P

olicies

Organizati

on’s Proces

s & Sty

le

Organizati

on’s Lifec

ycle

Working C

ondition

0

2

4

6

8

10

12

RANK II RESRANK I

Task d

emands

Role dem

ands

Inter pers

onal dem

ands

Organizati

onal stru

cture

Organizati

onal lead

ership

Administrative

Policies

Organizati

on’s Proces

s & Sty

le

Organizati

on’s Lifec

ycle

Working C

ondition

0

1

2

3

4

5

6

7

8

RANK 3RANK 4

75

Task demands

Role demands

Inter perso

nal demands

Organizati

onal structure

Organizati

onal leadersh

ip

Administrative P

olicies

Organizati

on’s Process

& Style

Organizati

on’s Lifecy

cle

Working Condition

0

1

2

3

4

5

6

7

8

RANK V RESRANK VI RES

Task demands

Role demands

Inter perso

nal demands

Organizati

onal structure

Organizati

onal leadersh

ip

Administrative P

olicies

Organizati

on’s Process

& Style

Organizati

on’s Lifecy

cle

Working Condition

0

1

2

3

4

5

6

7

8

RANK VII

PERC

ENTA

GE

76

Task demands

Role demands

Inter personal demands






Working Condition

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

RANK VII RESRANK VIII RESRANK IX RES

77

CHART-4.28

GROUP STRESS

RANK I RANK II RANK III RANK IV RANK V RANK VI

RE

S%

RE

S%

RE

S%

RE

S%

RE

S%

RE

S%

Lack of

Group

Cohesiveness

10 27 821.

64

10.

85

13.

52 5.4

8 21.

6

Lack of

Social

Support

821.

610 27 7

18.

99

24.

33 8.1

0 0

Sexual

Harassment2 5.4 3 8.1 8

21.

65

13.

510 27

9 24.

3

Conflict8

21.

68

21.

69

24.

32 5.4 9

24.

3

1 2.7

Pressure8

21.

66

16.

29

24.

36

16.

25

13.

5

3 8.1

Attitude of

Group

Members

1129.

79

24.

37

18.

96

16.

23 8.1 1 2.7

78

Inference

The majority of the respondents are mentioned 1st Rank to the lack of group

cohesiveness (27%). The majority of the respondents are mentioned 2nd Rank to the lack of

social support (27%). The majority of the respondents are mentioned 5 th Rank to the sexual

harassment (27%). The majority of the respondents are mentioned 3rd Rank to the Conflict

(24.3%). The majority of the respondents are mentioned 3rd Rank to the Pressure (24.3%).

The majority of the respondents are mentioned 1st Rank to the Attitude of group members

(29.7%).

79

CHART-4.28.1

CHART SHOWING GROUP STRESS

Lack of Group Cohesiv

eness

Lack of So

cial Support

Sexual H

arassm

ent Conflict

Pressure

Attitude of Group Members

0

2

4

6

8

10

12

RANK I RESRANK II RES

Lack o

f Group Cohesiv

eness

Lack o

f Social

Support

Sexual H

arassm

entConflict

Pressure

Attitude of G

roup Members

0

2

4

6

8

10

12

14

16

Series4Series2

80

1 2 3 4 5 60

1

2

3

4

5

6

7

8

9

10

RANK VRANK VI

81

Table – 4.29

INDIVIDUAL STRESS

RANK I RANK II RANK III RANK IV RANK V RANK VI

RE

S%

RE

S%

RE

S%

RE

S%

RE

S%

RE

S%

Economic

Problem11

26.

17

16.

68

19.

410

23.

82 4.7

4 9.5

Family

Problem9

21.

410

23.

89

21.

410

23.

83 7.1

1 4.7

Life &

Career

Changes

614.

27

16.

64 9.5 10

23.

87

16.

6

8 19.

4

Life Trauma4 9.5 3 7.1 9

21.

410

23.

86

14.

2

9 21.

4

Lifestyle7

16.

64 9.5 10

23.

811

26.

19

21.

4

1 4.7

Personality6

14.

25

11.

93 7.1 9

21.

49

21.

4

10 23.

8

82

Inference

The majority of the respondents are mentioned 6th Rank to the personality (23.8%).

The majority of the respondents are mentioned 4th Rank to the life and carrier changes

(23.8%). The majority of the respondents are mentioned 4th Rank to the life trauma (23.8%).

The majority of the respondents are mentioned 2nd Rank to the Family problem (23.8%). The

majority of the respondents are mentioned 1st Rank to the Economic problem (26.1%). The

majority of the respondents are mentioned 4th Rank to the lifestyle (26.1%).

83

CHART-4.29.1

CHART SHOWING INDIVIDUAL STRESS

Economic P

roblem

Family

Problem

Life & Care

er Changes

Life Tr

aumaLife

style

Personalit

y0

2

4

6

8

10

12

RANK I RESRANK II RES

PERC

ENTA

GE

Economic Problem

Family Problem

Life & Career

Changes

Life Trauma Lifestyle Personality0

5

10

15

20

25

RANK IV RESRANK III RES

PERC

ENTA

GE

84

Economic Problem

Family Problem

Life & Career

Changes

Life Trauma Lifestyle Personality0

2

4

6

8

10

12

14

16

18

20

RANK VI RESRANK V RES

PERCEN

TAGE

85

Table – 4.30

ENVIRONMENTAL STRESS

RANK I RANK II RANK III RANK IV RANK V

RES % RES % RES % RES % RES %

Time Pressure 8 19.5 7 17 8 19.5 10 24.3 8 19.5

Competition 5 12.1 5 12.1 4 9.7 16 39 11 26.8

Financial

Problems11 26.8 10 24.3 9 21.9 8 19.5 3 7.3

Noise 10 24.3 9 21.9 9 21.9 8 19.5 5 12.1

Disappointments 8 19.5 10 24.3 10 24.3 6 14.6 7 17

Inference

The majority of the respondents are mentioned 4th Rank to the Time pressure

(24.3%). The majority of the respondents are mentioned 4th Rank to the Competition (39%).

The majority of the respondents are mentioned 1st Rank to the Financial problems (26.8%).

The majority of the respondents are mentioned 1st Rank to the Noise (24.3%). The majority

of the respondents are mentioned 2nd Rank to the Disappointments (24.3%).

86

CHART-4.30.1

CHART SHOWING ENVIRONMENTAL STRESS

Time P

ressure

Competition

Financial

Problems Noise

Disappointments

0

5

10

15

20

25

Series4Series2

PERC

ENTA

GE

Time P

ressure

Competition

Financial

Problems Noise

Disappointments

0

5

10

15

20

25

30

35

Series10Series8Series6

87

Table – 4.31

TRAINING AND DEVELOPMENT PROGRAM

Training and

Development

Program

No. of

respondentsPercent

Yes 88 88

No 12 12

Total 100 100.0

Inference

From the above table it is clear that 88 percent of the respondents are having the

Training and Development Program, 12 percent of the respondents are not having the

Training and Development Program.

88

CHART-4.31.1

CHART SHOWING TRAINING AND DEVELOPMENT PROGRAM

89

88%

12%

Yes No

Table –

4.32

TYPE OF THE TRAINING PROGRAM

TrainingNo. of

respondentsPercent

On the Job 96 96

Off the Job 4 4

Total 100 100.0

Inference90

From the above table that 96 percent of the respondents are On the Job and

remaining 4 percent of the respondents are Off the Job.

91

CHART-4.32.1

CHART SHOWING TYPE OF THE TRAINING PROGRAM

On the Job Off the Job0

20

40

60

80

100

120

TYPE

PERCENT

AGE

92

Table-4.33

OPENION ABOUT THE PROGRAM

OpinionNo. of

respondentsPercent


Satisfied 31 31

Neutral 26 26

Dissatisfied 20 20


Total 100 100.0

Inference


their program, 31 % of the respondents are Satisfied with their program, 26 % of the

respondents are Neutral about their program, 20 % of the respondents are Dissatisfied about

their program. 11% of the respondents are highly dissatisfied about their program.

CHART-4.33.1

93

CHART SHOWING OPENION ABOUT THE PROGRAM


5

10

15

20

25

30

35

PERCENTA

GE

Table-4.34

94

ENCOURAGE INNOVATION AND REWARD ACHIEVEMETS

INNOVATION

AND REWARD

ACHIEVEMET

S

No. of

respondentsPercent

Yes 24 24

No 39 39

Rarely 37 37

Total 100 100.0

Inference

From the above table it is clear that 24 percent of the respondents are getting the

Innovation and reward achievements, 12 percent of the respondents are not getting the

Innovation and reward achievements. And 37 percent respondents rarely getting the

Innovation and reward achievements.

CHART-4.34

95

CHART SHOWING ENCOURAGE INNOVATION AND REWARD

ACHIEVEMETS

-

24%

39%

37%

Yes No Rarely

96

CHI-SQUARE ANALYSIS

TEST: 1

Age Group Sources of Stress Total

Organizational Group Individual Environmental All

Below 20 4 8 7 5 4 28

20-30 10 9 15 17 11 62

Above 30 2 2 2 1 3 10

Total 16 19 24 23 18 100

ASSOCIATION BETWEEN AGE AND SOURCES OF STRESS

Null hypothesis (H0)

There is no association between age and sources of stress.

Alternative hypothesis (Ha)

There is an association between age and sources of stress.

(Oij – Eij) 2

Chi-square = ∑----------------------------

(Eij)

Where,


Eij = Expected frequency.

Expected frequency is calculated as follows:

97

Row total x column total

E = ---------------------------------------------

Grand total

Degree of freedom = ( r-1 ) x ( c-1 )

Where,

R = Number of rows

C = Number of columns

98

We can now calculate value of Chi-square test

Groups Oij Eij ( Oij - Eij ) ( Oij - Eij )2 ( Oij - Eij )2/ Eij

Below 20 yrs age group

Organizational stress

Group stress

Individual stress

Environmental stress

All level of stress

20-30 yrs age group


Group stress

Individual stress


All level of stress

Above 30 yrs age group


Group stress

Individual stress


All level of stress

4

8

7

5

4

10

9

15

17

11

2

2

2

2

3

4

5

8

6

5

10

12

15

14

11

2

2

2

2

2

0

3

1

1

1

0

3

0

3

0

0

0

0

1

1

0

9

1

1

1

0

9

0

9

0

0

0

0

1

1

0.00

1.80

0.12

0.16

0.20

0.00

0.75

0.00

0.64

0.00

0.00

0.00

0.00

0.50

0.50

Total 4.67

The calculated value of = 4.67

Therefore, the degree of freedom = (r-1) (c-1)

= (3-1) (5-1)

= (2) (4)

= 8

The table value showing chi-square analysis:

Calculated value X2 4.67

Degree of freedom 8

Level of significants 5%

99

Table value 15.51

Result Accepted

Since the calculated value is less than the table value and null hypothesis is

accepted. So there is no association between age and sources of stress.

TEST: 2

ASSOCIATION BETWEEN SALARY SATISFACTION AND SOURCES

OF STRESS

Opinion Sources of Stress Total

100


Yes 8 9 8 6 7 38

No 8 11 16 17 11 63

Total 16 19 24 23 18 100


There is no association between salary satisfaction and sources of stress.


There is an association between salary satisfaction and sources of stress.

(Oij – Eij) 2

Chi-square = ∑----------------------------

(Eij)

Where,





E = ---------------------------------------------

101

Grand total


Where,

R = Number of rows




Yes

102


Group stress

Individual stress


All level of stress

No


Group stress

Individual stress


All level of stress

8

9

8

6

7

8

11

16

17

11

2

2

2

3

0

2

1

1

2

0

4

4

4

9

0

2

1

1

2

0

4

4

4

9

0

4

1

1

4

0

0.66

0.57

0.66

1.00

0.00

0.44

0.08

0.06

0.26

0.00

Total 3.69



= (2-1) (5-1)

= (1) (4)

= 4



Degree of freedom 4


Table value 9.49

103

Result Accepted

Since the calculated value is less than the table value and null hypothesis is

accepted. So there is no association between salary satisfaction and sources of stress.

TEST: 3

ASSOCIATION BETWEEN WORKPLACE ENCOURAGEMENT AND

SOURCES OF STRESS

Experience Sources of Stress Total


Yes 3 1 4 9 7 24

No 5 10 9 8 7 39

104

Rarely 8 8 11 6 4 37

Total 16 19 24 23 18 100


There is no association between age and sources of stress.


There is an association between age and sources of stress.

(Oij – Eij) 2

Chi-square = ∑----------------------------

(Eij)

Where,





E = ---------------------------------------------

Grand total


Where,

R = Number of rows


105



Yes


Group stress

Individual stress


All level of stress

No


3

1

4

9

7

5

4

4

6

6

4

6

3

3

2

3

3

2

9

9

4

9

9

4

2.25

2.25

0.66

1.50

2.25

0.66

106

Group stress

Individual stress


All level of stress

Rarely


Group stress

Individual stress


All level of stress

10

9

8

7

8

8

11

6

4

7

9

9

8

6

7

9

9

7

3

3

1

3

3

2

2

3

3

9

9

1

9

9

4

4

9

9

1.28

1.00

0.11

1.28

1.50

0.14

0.44

1.00

1.28

Total 17.54



= (3-1) (5-1)

= (2) (4)

= 8



Degree of freedom 8

107


Table value 15.51

Result Rejected

Since the calculated value is higher than the table value and null hypothesis is

rejected. So there is an association between workplace encourage and reward

achievement and sources of stress.

CHAPTER V

FINDINGS

62 % of the respondents are in age group of 20-30.

66% of the respondents are male.

64 % of the respondents are having UG qualifications.

43 % of the respondents are having below 3 months experience.

83% of the respondents are executives.

82 % of the respondents are unmarried.

108

69% of the respondents are temporary post.

31 % of the respondents are satisfied with their job.

63% of the respondents are having sometimes in difficulty in concentrating.

66% of the respondents are having sometimes in headache problem.

57% of the respondents are never problem with irritability.

64% of the respondents are never using alcohols.

96% of the respondents are never using drugs.

62 % of the respondents are not satisfied with their salary.

43% of the respondents are highly satisfied with their relationship between

executives and TL.

48 % of the respondents are highly satisfied with their relationship among

executives.

30% of the respondents are neutral relationship with their relationship between

executives and management.

42% of the respondents are good communication system.

71% of the respondents are having job security.

35% of the respondents are neutral with their incentives.

29% of the respondents are dissatisfied with bonus.

39% of the respondents are dissatisfied with allowance.

33% of the respondents are satisfied with leave.

36% of the respondents are neutral with sick leave.

39% of the respondents are dissatisfied with promotion.

16 % of respondents are having organizational stress.

19 % of respondents are having group stress.

109

24 % of the respondents are having individual stress.

23 % of the respondents the sources of stress from the environmental factor.

18 % of the respondents get stress from organization, group individual and

environmental factors.

96% of the respondents are getting off the job training.

31% of the respondents are satisfied with their training programme.

39% of the respondents are not getting encouragement for innovation and reward

achievement.

SUGGESTIONS

Most of the respondents face stress due to the individual factors, So the

company can arrange for relaxation programs like yoga, personal counseling

etc.,

To overcome the organizational and group stress, the organization can

arrange training programmes regarding work management, time management

etc.,

The company can arrange some refreshment programmes for employees to

build a better relationship between management and workers and among

workers.

The company can restructure the existence salary system.

110

Most of the respondents are neutral relationship between management, So the

company can arrange inter relationship programme with executives.

The company can improve monetary and non monetary policies to

employees.

5.1 CONCLUSION

Stress is a part of day to day living. Mild forms of stress can act as a motivator and

energizer. However stress is too high, it will leads to, medical and social problems to labors.

From the findings and suggestions, a clear picture is drawn that there exist a stress within the

employees of an organization. To attain a effective communication between the employees

and higher officials of an organization and to reduce the stress, yoga classes and remedy cell

for grievance will be the best solution.

111

APPENDIX

A STUDY ON STRESS MANAGEMENT OF EMPLOYEES IN SPANCO

BPO LTD, COVAI

1. Name (Optional) : ___________________

2. Age

[ ] Below 20 [ ]20-30 [ ] Above 30

3. Gender

[ ] Male [ ] Female

4. Education Qualification

[ ] School Level [ ] UG Degree [ ] PG Degree [ ] Other

112

if others Mention ____________________

5. Experience

[ ] Below 3 months [ ] 3-6 [ ] 6-12 [ ] Above 1 years

6. Designation

[ ] Executives [ ] TL [ ] QL

7. Marital Status

[ ] Married [ ] Un married

8. Nature of employment

[ ] Temporary [ ] Permanent [ ] Contract [ ] Other

If others Mention ____________________________________

9. Your opinion about job satisfaction

[ ] Highly Satisfied [ ] satisfied [ ] Neutral [ ] Dissatisfied

[ ] Highly Dissatisfied

10. Opinion about the Level of stress

Causes Opinions


Difficulty in concentrating

Headache

Irritability

Alcoholism

Drug addiction

11. Are you satisfied with your salary system?

113

[ ] yes [ ] No

If No, reason ______________________

12. Your Opinion about the relation ship

S.NO PARTICULARS HS S N DS HDS

1. Team leaders - Executives

2. Among executives

3. Executives – Management

13. Your Opinion About The Present Communication System

[ ] Very Good [ ] Good [ ] Fair [ ] Poor [ ] Very Poor

14. Do you have job Security?

15. [ ] Yes [ ] No

16. Satisfaction of following facilities

MONETARY NON MONETARY

FACTORS HS S N DS HDS FACTORS HS S DS HDS

1. Incentive 1. Leave

2. Bonus 2. Sick Leave

3.Alloance 3. Promotion

17. Major sources for high stress

[ ] Organizational [ ] Team [ ] Individual [ ] Environmental [ ] All

(i) If organizational factors, rank the following

114

FACTORS RANK

1) Task Demands

2) Role Demands

3) Inter personal Demands

4) Organizational Structure

5) Organizational Leader Ship

6) Administrative Policies

7) Organization’s Process & Style

8) Organization’s Lifecycle

9) Working condition

(ii) If group factors, rank the following

FACTORS RANK

1) Lack of group Cohesiveness

2) Lack of social Support

3) Sexual Harassment

4) Conflict

5) Pressure

6) Attitude of Group Members

(iii) If individual factors, rank the following

FACTORS RANK

115

(1) Personality

(2) Life & Career Changes

(3) Life Trauma

4) Family Problem

5) Economic problem

6) Lifestyle

(iv) If environmental factors, rank following

FACTORS RANK

1) Time pressure

2) Competition

3) Financial problems

4) Noise

5) Disappointments

18. Whether Training & Development Program Is Organized In Your Concern?

[ ] Yes [ ] No

19. If yes, what type of program would you have?

116

[ ] On the job [ ] off the job

20. Your opinion about the program

[ ]Highly Satisfied [ ] Satisfied [ ] Neutral

[ ] Dissatisfied [ ] Highly Dissatisfied

21. Does your workplace encourage innovation and reward achievement

[ ] Yes [ ] No [ ] Rarely

22. Give your suggestions _________________________________

BIBLIOGRAPHY

Books

KOTHARI C.R: Research Methodology: Wishpa Prakasam; New Delhi;

11nd Edition, 2001.

MAMORIA C.B.: Personnel Management; Himalaya Publishing House

1998.

TRIPATHI P.C: Personal Management and industrial Relations; Sultan

chand and Sons; New Delhi: 16th Edition 2002.

CAROL A. TURKINGTON: Stress management; MC Graw - hill; 1998.

Articles

DANIEL E. MOERMAN: The Anthropology of Medicine; Bergin & Garvey; 1997

117

ROBERT A. ROTH: Teachers Managing Stress and Preventing Burnout; Falmer Press; 1993

STEPHEN WILLIAMS: Managing Workplace Stress; John Wiley & Sons; 2002

WEB SITES

www.spancobpo.com

www.medicinenet.com/stress_management.../article.html

www.mindpowerindia.com

118

http://www.mindpowerindia.com/

http://www.medicinenet.com/stress_management.../article.htm

http://www.spancobpo.com/

Documents

A Study on Stress Management of Employees in Spanco Bpo Ltd in Covai