QWL

A Project Report On
QUALITY
of
WORK LIFE

Submitted By:
Sneha Venkatraman
Roll # 46
T.Y.B.M.S
Third Year of Bachelor of Management Studies
(V–Semester)
G.N.KHALSA COLLEGE
Of
Arts, Science & Commerce, Mumbai-400019

To the University of Mumbai In Partial Fulfillment

Of Bachelor of Management Studies

Academic Year:
2004-2005

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DECLARATION

I, Sneha Venkatraman student of T.Y.B.M.S G.N.Khalsa

College have completed the Project on
‘Quality of Work Life’
for the Academic Year 2004-05.

The information given in this project is true to the best of my

knowledge.

(Sneha Venkatraman)

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CERTIFICATE

I hereby certify that Sneha Venkatraman student of

T.Y.B.M.S Khalsa College has completed the Project on
‘Quality of Work Life’ for the Academic Year 2004-05.

This information is true to the best of my knowledge.

Signature of Signature of
Project Co-ordinator Principal
G.N.Khalsa College

Date: Date :

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ACKNOWLEDGEMENT

First of all I would like to take this opportunity to thank the Mumbai
University for having projects as a part of the B.M.S curriculum.

Many people have influenced the shape and content of this project,
and many supported me through it. I express my sincere gratitude to Prof.
Simran Chawla for assigning me a project on Quality of Work Life,
which is an interesting and exhaustive subject.

She has been an inspiration and role model for this topic. Her
guidance and active support has made it possible to complete the
assignment.

I also would like to thank my sister and my parents who have helped
and encouraged me throughout the working of the project.

Last but not the least I would like to thank the Almighty for always
helping me.

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PREFACE

This project is undertaken to fulfil the project work component of

the B.M.S program in the V Semester. My project guide from
G.N.Khalsa College is Prof. Simran Chawla.

This project shows the working style and life of employees at their
workplace. It gives an insight into the employer-employee relationships
prevalent in companies. It speaks about how a company should keep their
employees happy by providing them quality work life.

This project also gives an overview of how a Human Resource

Department should function so as to retain the best of the company’s
human resources for the company’s betterment.

INTENT

I have undertaken the project on “Quality of Work Life” as a part of the

curriculum of the Vth Semester. The main reason I took up this project is to learn
how different work life situations affect employees in their working styles.

The main intent/aim of doing this project is to understand what good

quality work life means to employees and how it affects the companies. The

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project helps me to understand how a company’s HR Department try to improve

their business by keeping good relations with employees. It helps to understand
how good working conditions help employees to work more efficiently. ‘Quality
Work Life’ emphasises on how an employee and employer should keep a proper
balance between their work and family. It emphasises how people can keep
balance by making their work timings flexible.

QWL basically is all about employee involvement, which consists of

methods to motivate employees to participate in decision making. This helps in
building good relationships. The project gives emphasis on use of quality circles
by companies like Motorola, which helps in solving many quality and people
related problems.

This project is a means to appreciate the nitty-gritty involved in employee’s

relationship with their organisation and employers. It helps me understand how
organisations keep constant check of health and safety so as to run their business
smoothly.

Last but not the least, this project, shows through case studies how different
organisations take care of the working environment, so as to keep their employees
and other associates happy.

CONTENTS

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PART I 9-75
CHAPTER I 10-22
 WHAT IS QUALITY OF WORK LIFE?
(QWL)
CHAPTER II 23-30
 QWL AS AN HR STRATEGY
CHAPTER III 31-38
 QWL THE HUMAN IMPLICATIONS
CHAPTER IV 39-40
 QWL THROUGH EMPLOYEE
INVOLVEMENT (EI)
CHAPTER V 41-44
 QWL and EI INTERVENTION
CHAPTER VI 45-50
 EMPLOYEE RELATIONS PRACTICES
CHAPTER VII 51-56
 EMPLOYEE HEALTH
CHAPTER VIII 57-66
 WORK LIFE BALANCE
CHAPTER IX 67-75
 HAPPINESS AT WORK PLACE

PART II 76-99

 CASE STUDIES 77-98

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• TAJ’s PEOPLE PHILOSOHY 78-87

• TATA’s QWL 88-96

• IBM 97-98

 BIBLIOGRAPHY 99-99

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WHAT IS QWL?

The term refers to the favourableness or unfavourableness of a total job

environment for people. QWL programs are another way in which organisations
recognise their responsibility to develop jobs and working conditions that are
excellent for people as well as for economic health of the organisation. The
elements in a typical QWL program include – open communications, equitable
reward systems, a concern for employee job security and satisfying careers and
participation in decision making. Many early QWL efforts focus on job
enrichment. In addition to improving the work system, QWL programs usually
emphasise development of employee skills, the reduction of occupational stress
and the development of more co-operative labour-management relations.

Vigorous Domestic and International competition drive organisations to be

more productive. Proactive managers and human resource departments respond to
this challenge by finding new ways to improve productivity. Some strategies rely

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heavily upon new capital investment and technology. Others seek changes in
employee relations practices.

Human resource departments are involved with efforts to improve

productivity through changes in employee relations. QWL means having good
supervision, good working conditions, good pay and benefits and an interesting,
challenging and rewarding job. High QWL is sought through an employee
relations philosophy that encourages the use of QWL efforts, which are systematic
attempts by an organisation to give workers greater opportunities to affect their
jobs and their contributions to the organisation’s overall effectiveness. That is, a
proactive human resource department finds ways to empower employees so that
they draw on their “brains and wits,” usually by getting the employees more
involved in the decision-making process.
A Rationale
Job specialisation and simplification were popular in the early part of this
century. Employees were assigned narrow jobs and supported by a rigid hierarchy
in the expectation that efficiency would improve. The idea was to lower cost by
using unskilled workers who could be easily trained to do a small, repetitive part
of each job.

Many difficulties developed from that classical job design, however. There
was excessive division of labour. Workers became socially isolated from their co-
workers because their highly specialised jobs weakened their community of
interest in the whole product. De-skilled workers lost pride in their work and
became bored with their jobs. Higher-order (social and growth) needs were left
unsatisfied. The result was higher turnover and absenteeism, declines in quality
and alienated workers. Conflict often arose as workers sought to improve their
conditions and organisations failed to respond appropriately. The real cause was
that in many instances the job itself simply was not satisfying.

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Forces For Change

A factor contributing to the problem was that the workers themselves were
changing. They became educated, more affluent (partly because of the
effectiveness of classical job design), and more independent. They began reaching
for higher-order needs, something more than merely earning their bread.
Employers now had two reasons for re-designing jobs and organisations for a
better QWL:
 Classical design originally gave inadequate attention to human needs.
 The needs and aspirations of workers themselves were changing.

Humanised Work Through QWL

One option was to re-design jobs to have the attributes desired by people,
and re-design organisations to have the environment desired by the people. This
approach seeks to improve QWL. There is a need to give workers more of a
challenge, more of a whole task, more opportunity to use their ideas. Close
attention to QWL provides a more humanised work environment. It attempts to
serve the higher-order needs of workers as well as their more basic needs. It seeks
to employ the higher skills of workers and to provide an environment that
encourages them to improve their skills. The idea is that human resources should
be developed and not simply used. Further, the work should not have excessively
negative conditions. It should not put workers under undue stress. It should not
damage or degrade their humanness. It should not be threatening or unduly
dangerous. Finally, it should contribute to, or at least leave unimpaired, workers’
abilities to perform in other life roles, such as citizen, spouse and parent. That is,
work should contribute to general social advancement.

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Job Enlargement vs. Job Enrichment

The modern interest in quality of work life was stimulated through efforts
to change the scope of people’s jobs in attempting to motivate them. Job scope
has two dimensions – breadth and depth. Job breadth is the number of different
tasks an individual is directly responsible for. It ranges from very narrow (one task
performed repetitively) to wide (several tasks). Employees with narrow job
breadth were sometimes given a wider variety of duties in order to reduce their
monotony; this process is called job enlargement. In order to perform these
additional duties, employees spend less time on each duty. Another approach to
changing job breadth is job rotation, which involves periodic assignment of an
employee to completely different sets of job activities. Job rotation is an effective
way to develop multiple skills in employees, which benefits the organisation while
creating greater job interest and career options for the employee.

Job enrichment takes a different approach by adding additional motivators

to a job to make it more rewarding. It was developed by Frederick Herzberg on the
basis of his studies indicating that the most effective way to motivate workers was
by focusing on higher-order needs. Job enrichment seeks to add depth to a job
by giving workers more control, responsibility and discretion over hoe their job is
performed. The difference between enlargement and enrichment is illustrated in
the figure on the next page.

Difference between job enrichment and job enlargement

Job enrichment Jon enrichment Higher-order

and enlargement

Routine job Lower-

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Job enlargement
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order

Few Many
Number of tasks
(Focus on Breadth)

In the above figure we see that job enrichment focuses on satisfying higher-
order needs, while job enlargement concentrates on adding additional tasks to the
worker’s job for greater variety. The two approaches can even be blended, by both
expanding the number of tasks and adding more motivators, for a two-pronged
attempt to improve QWL.

Job enrichment brings benefits, as shown in the below figure.

Benefits of job enrichment emerge in three areas

Individual:
• Growth
• Self-
actualisation

Organisation:
• Intrinsically
JOB motivated
ENRICHMENT employees
BENEFITS • Better employee
performance
• Less absenteeism
and turnover;
fewer grievances
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Society:
• Full use of
human
resources
• More effective
organisations

Its general result is a role enrichment that encourages growth and self-
actualisation. The job is built in such a way that intrinsic motivation is
encouraged. Because motivation is increased, performance should improve, thus
providing both a more humanised and a more productive job. Negative effects also
tend to be reduced, such as turnover, absences, grievances and idle time. In this
manner both the worker and society benefit. The worker performs better,
experiences greater job satisfaction and becomes more self-actualised, thus being
able to participate in all life roles more effectively. Society benefits from the more
effectively functioning person as well as from better job performance.
Applying Job Enrichment
Viewed in terms of Herzberg’s motivational factors, job enrichment occurs
when the work itself is more challenging, when achievement is encouraged, when
there is opportunity for growth and when responsibility, feedback and recognition
are provided. However, employees are the final judges of what enriches their jobs.
All that management can do is gather information about what tend to enrich jobs,
try those changes in the job system and then determine whether employees feel
that enrichment has occurred.

In trying to build motivational factors, management also gives attention to

maintenance factors. It attempts to keep maintenance factors constant or higher as
the motivational factors are increased. If maintenance factors are allowed to
decline during an enrichment program, then employees may be less responsive to

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the enrichment program because they are distracted by inadequate maintenance.

The need for a systems approach in job enrichment is satisfied by the practice of
gain sharing.

Since hob enrichment must occur from each employee’s personal

viewpoint, not all employees will choose enriched jobs if they have an option. A
contingency relationship exists in terms of different job needs, and some
employees prefer the simplicity and security of more routine jobs.

In one instance a manufacturer set up production in two different ways.

Employees were allowed to choose between work on a standard assembly
line and at a bench where they individually assembled the entire product.
In the beginning few employees chose to work at the enriched jobs, but
gradually about half the workers chose them the more routine assembly
operation seemed to fit the needs of the other half.

Core Dimensions: A Job Characteristics Approach

How can jobs be enriched? And how does job enrichment produce its
desired outcomes? J. Richard Hackman and Greg Oldham have developed a job
characteristics approach to job enrichment that identifies five core dimensions –
skill variety, task identity, task significance, autonomy and feedback. Ideally, a job
must have all five dimensions to be fully enriched. If one dimension is perceived
to be missing, workers are psychologically deprived and motivation may be
reduced.

The core dimensions affect an employee’s psychological state, which tends

to improve performance, satisfaction and quality of work and to reduce turnover
and absenteeism. Their effect on quantity of work is less dependable. Many
managerial and white-collar jobs, as well as blue-collar jobs, often are deficient in
some core dimensions. Although there are large individual differences in how

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employees react to core dimensions, the typical employee finds them to be basic
for internal motivation. The dimensions and their effects are shown in the
following figure and discussed in greater detail here.

The Human Resource Department’s Role

The role of human resource department in QWL efforts varies widely. In
some organisations, top management appoints an executive to ensure that QWL
and productivity efforts occur throughout the organisation. In most cases, these
executives have a small staff and must rely on the human resource department for
help with employee training, communications, attitude survey feedback, and
similar assistance. In other organisations, the department is responsible for
initiating and directing the firm’s QWL and productivity efforts.

Perhaps the most crucial role of the department is winning the support of
key managers. Management support – particularly top management support
appears to be an almost universal prerequisite for successful QWL programs. By
substantiating employee satisfaction and bottom-line benefits, which range from
lower absenteeism and turnover to higher productivity and fewer accidents, the
department can help convince doubting managers. Sometimes documentation of
QWL can result from studies of performance before and after a QWL effort.
Without documentation of these results, top management might not have
continued its strong support.

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The department also has both a direct and indirect influence on employee
motivation and satisfaction.

Satisfaction
Direct
Q
Orientation U
A
Training and L
I
Development T
Y
Career Planning O
F
Counselling W Supervisor Employee
Human O
Resource R
K
Department Indirect L
I
Safety and F
E
Health policies

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Compensation practices
Other policies and
practices

Motivation

As the above figure illustrates, the department makes direct contact with
employees and supervisors through orientation, training and development, career
planning, and counselling activities. At the same time, these activities may help a
supervisor do a better job of motivating employees.

The policies and practices of the department also influence motivation and
satisfaction indirectly. Rigorous enforced safety and health programs, for example,
can give employees and supervisors a greater sense of safety from accidents and
industrial health hazards. Likewise, compensation policies may motivate and
satisfy employees through incentive plans, or they may harm motivation and
satisfaction through insufficient raises or outright salary freezes. The motivation
and satisfaction of employees act as feedback on the organisation’s QWL and on
the department’s day-to-day activities.

Motivation
Motivation is a complex subject. It involves the unique feelings, thoughts
and past experiences of each of us as we share a variety of relationships within and
outside organisations. To expect a single motivational approach work in every
situation is probably unrealistic. In fact, even theorists and researches take

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different points of view about motivation. Nevertheless, motivation can be defined

as a person’s drive to take an action because that person wants to do so. People act
because they feel that they have to. However, if they are motivated they make the
positive choice to act for a purpose – because, for example, it may satisfy some of
their needs.

Job Satisfaction
Job satisfaction is the favourableness or unfavourableness with which
employees view their work. As with motivation, it is affected by the environment.
Job satisfaction is impacted by job design. Jobs that are rich in positive
behavioural elements – such as autonomy, variety, task identity, task significance
and feedback contribute to employee’s satisfaction. Likewise, orientation is
important because the employee’s acceptance by the work group contributes to
satisfaction. In sort, each element of the environmental system, can add to, or
detract from, job satisfaction.
Rewards Satisfaction and Performance
A basic issue is whether satisfaction leads to better performance, or whether
better performance leads to satisfaction. Which comes first? The reason for this
apparent uncertainty about the relationship between performance and satisfaction
is that rewards intervene as shown in the figure below.
A Reward Performance Model of Motivation
Rewards
Reinforcement

 Job
itself
 Sm
Performance all groups Satisfaction
 Org

employee 20
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Motivation Self-image
Inner drives Self-esteem

Self-expectation
Needs and Desire

Whether satisfaction is going to be improved depends on whether the

rewards match the expectations, needs and desires of the employee as shown at the
bottom of the above figure. If better performance leads to higher rewards and if
these rewards are seen as fair and equitable, then results in improved satisfaction.
On the other hand, inadequate rewards can lead to dissatisfaction. In either case,
satisfaction becomes feedback that affects one’s self-image and motivation to
perform. The total performance-satisfaction relationship is a continuous system,
making it difficult to assess the impact of satisfaction on motivation or on
performance, and vice-versa.

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QUALITY OF WORK LIFE AS HR STARTEGY – AN

ANALYSIS

Today’s workforce consists of literate workers who expect more than just money
from their work.

In the modern scenario, QWL as a strategy of Human Resource

Management is being recognised as the ultimate key for development among all
the work systems, not merely as a concession. This is integral to any organisation
towards its wholesome growth. This is attempted on par with strategies of
Customer Relation Management.

Strategy and Tactics

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Over the years, since industrial revolution, much experimentation has gone
into exploiting potential of human capital in work areas either explicitly or
implicitly. Thanks to the revolution in advanced technology, the imperative need
to look into QWL in a new perspective is felt and deliberated upon. Major
companies are tirelessly implementing this paradigm in Human Resources
Development (some call it People’s Excellence).

Globalisation has lowered national boundaries, creating a knowledge-based

economy that spins and spans the world. Major economies are converging
technologically and economically, and are highly connected at present moment.
The new global workplace demands certain prerequisites such as higher order of
thinking skills like abstraction system thinking and experimental inquiry, problem-
solving and team work. The needs are greater in the new systems, which are
participative ventures involving workers managed by so-called fictional
proprietors.
Men Counted
In simple terms, all the above requirements can be easily achieved by
providing improved quality of work life to the workers available on rolls.
Workers are often referred to as teams or groups in general parlance and whatever
the do go to the credit of the teamwork.

The concept of teamwork has evolved from the organised toil that has its
own social dimensions. Good teams can hardly be imported from outside. They
usually occur as an indigenous incidence at the workplace and nurturing the same
over time is the responsibility of management. Here, it may also be discerned that
the composition of available workers in no more a local phenomenon as in the
past. Mobility is caused by migration beyond culture barriers and isolation,
relocation and globalised deployment. This phenomenon has become universal
and is causing great changes in the work environment at factories as well as

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offices. The new influx of skilled workers seeking greener pastures is even
questioning the skills of new employers and thereby restructuring the new
environs on par with those of best in the world, unwittingly though.

Money Matters
For good QWL, cash is not the only answer. Today, the workers are aware
of the job requirements of job as also the fact that the performance of the same is
measured against the basic goals and objectives of the organisation and more
importantly, wages are paid according to the larger picture specific to the industry
and the employer’s place in the same.

The increased share of workers in wages and benefits through legislation as

well as competitive interplay of superior managements in various fields of
industry and business on extensive levels has reshaped the worker’s idea of quality
of work life. Moreover, other things being equal, the employers are increasingly
vying with their rivals in providing better working conditions and emoluments.
This may be owing to many reasons besides the concern for the human angle of
workers, like the employer’s tendency to climb on the bandwagon, to reap to the
desired dividends or to woo better talent into their fold as skill base addition and
other non-economic inputs like knowledge bases. Doubtlessly, the increased
tendency of recruiting knowledge bases is giving the modern managements
payoffs in myriad ways. Some of them are intended potentials for product
innovations and cost cuttings. Talking of product, it may appear far-fetched to
some that product is being assessed in the market for its quality and price by the
environment created in the areas where workers and customers are dealt and
transact, like ambience in facilities / amenities as also the company’s pay scales.
This goes to prove that QWL of manufacturer / service provider is synonymous
with the quality of product.

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Non economic – ‘Job Security’

The changing workforce consists of literate workers who expect more than
just money from their work life. Their idea of salvation lies in the respect they
obtain in the work environment, like how they are individually dealt and
communicated with by other members in the team as well as the employer, what
kind of work he is entrusted with, etc. Some of these non-economic aspect are:
Self respect, satisfaction, recognition, merit compensation in job allocation,
incompatibility of work conditions affecting health, bullying by older peers and
boss, physical constraints like distance to work, lack of flexible working hours,
work-life imbalances, invasion of privacy in case of certain cultural groups and
gender discrimination and drug addiction. One or more of the problems like above
can cast a ‘job-insecurity’ question, for no direct and visible fault of the employer.
Yet, the employer has to identify the source of workers problems and try to
mitigate the conditions and take supportive steps in the organisation so that the
workers will be easily retained and motivated and earn ROI. The loss of man-
hours to the national income due to the above factors is simply overwhelming.

Employer should instill in the worker the feeling of trust and confidence by
creating appropriate channels and systems to alleviate the above shortcomings so
that the workers use their best mental faculties on the achievement of goals and
objectives of the employer.

To cite some examples, employers in certain software companies have

provided infrastructure to train the children of workers in vocational activities
including computer education, so that the workers need not engage their attention
on this aspect. Employee care initiatives taken by certain companies include
creation of Hobby clubs, Fun and Leisure Clubs for the physical and psychological
well-beingness of workers and their families. After all, the workers are inexorably
linked to the welfare of their families, as it is their primary concern.

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Dual income workers, meaning both spouses working are the order of the
day. The work life balance differs in this category and greater understanding and
flexibility are required with respect to leave, compensation and working hours in
the larger framework.

Teamwork
Teamwork is the new mantra of modern day people’s excellence strategy.
Today’s teams are self-propelled ones. The modern manager has to strive at the
group coherence for common cause of the project. The ideal team has wider
discretion and sense of responsibility than before as how best to go about with its
business. Here, each member can find a new sense of belonging to each other in
the unit and concentrate on the group’s new responsibility towards employer’s
goals. This will boost the coziness and morale of members in the positive
environment created by each other’s trust. Positive energies, free of workplace
anxiety, will garner better working results. Involvement in teamwork deters
deserters and employer need not bother himself over the detention exercises and
save money on motivation and campaigns.

Boss Factor
Gone are the days when employers controlled workers by suppressing the
initiative and independence by berating their brilliance and skills, by designing
and entrusting arduous and monotonous jobs and offer mere sops in terms of
wages and weekly off. Trust develops when managers pay some attention to the
welfare of the workers and treat them well by being honest in their relations. The
employer should keep in mind that every unpaid hour of overtime the worker
spends on work is an hour less spent with the family.

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New performance appraisals are put into vogue to assess a worker’s

contribution vis-à-vis on employer’s objectives and to find out the training and
updating needs and levels of motivation and commitment. As observed in some
advanced companies, the workers themselves are drawing their benefits by filing
appraisal forms and drawing simultaneously the appropriate benefits by the click
of the mouse directly from their drawing rooms, courtesy e-HR systems. In
addition, there are quite a number of channels for informal reviews. Feedback on
worker’s performance, if well interpreted and analysed, could go a long way in
improving ethics at workplace.

Involvement and Communication

Multi-skilling and exposing workers to different lines of activity in the unit
indirectly leads to the greater involvement and better job security of worker in the
organisation. The employer too, can make use of the varied skills to any altered
situations of restructuring and other market adaptations. Thus, the monotony of
work life can be alleviated. The employer, armed with the depth of cross-trained
human resources, need not go hunting for new talent and thus save on the unspent
pay packets, which can be spent usefully on the amenities for workers. No doubt,
rivals should be envying him for this edge.

The change should be apparent in mutual trust and confidence towards

effective understanding of the needs of worker and employer. The new
knowledge-based workers are mostly young in the fields of technology and
management. They are more forthcoming in trusting the boss and older peers.
Now, all modern managements are cognisant of the innate desire of workers to be
accepted as part of the organisation for identity and other social reasons.

Effective dialogue is put into play between management and those who
execute through well-organised communication channels paving the way for

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improved co-operation and participation on emotional level. The decision making

level is nose diving to the floor level manager, where the poor guy has to think of
n number of quick decisions on behalf of the organisation. Unless the team is
behind and involved with commitment, the manager cannot implement the new
tasks in production, distribution, peoples excellence, customer relations, etc.,
thanks to the ‘e’ factor prefixed to the names of majority of departments.
Logically, harmony plays its part in cost efficiency. Successful managers are
those who listen to their workers.

Influences
Overwork is tolerated in emerging industries unlike government
departments as part of the game and work culture. This is so, what with the
soaring competition among the tightly contested players. The point is
empowerment of workforce in the area of involvement.

All said and one, the workers are considered as the invisible branch
ambassadors and internal customers in certain industries. It is evident that most of
the managements are increasingly realising that quality alone stands to gain in the
ultimate analysis. Restructuring the industrial relations in work area is the key for
improving the quality of product and the price of the stock. Without creating
supportive environment in restructured environment, higher quality of work
cannot be extracted. It is already high time the older theories of industrial
relations should be unlearnt.

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QUALITY OF WORK LIFE – THE HUMAN

IMPLICATIONS

“One cannot do right in one area of life whilst he is occupied in doing

wrong in another. Life is one invisible whole” – Mahatma Gandhi

How true and difficult is to paraphrase the profound truth contained in the
words of one of the greatest human beings of the modern world. The harsh reality
of modern life is that Quality of Work Life (QWL) has taken a beating because
most of us are working harder than ever. On average people in the developed
countries spend an astonishing 14 to 15 hours a day against the accepted 8 to 9
hours. What is very disturbing is that the trend is on the rise. Burn out; stress

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leading to health hazards is the natural offshoot. The concept of lifetime

employment or job security through hard work has been on a decline since more
and more people are on short-term contracts and lack security of long-term
employment.

Although traditional work structures seem to be dissolving, this hasn’t

necessarily resulted in more flexibility for the workers. Employers, by and large,
are still reluctant to absorb employees on a permanent basis before they have
‘proved their worth’. The psychological pressure on the employee is tremendous
and their lives are characterised by a pronounced conflict between professional
and private lives. Lesser employees doing greater work make the work
monotonous and gruelling for the employee. The implication of all this is that it
leaves the worker with less and less time for interests, family and leisure time in
general.

It is not uncommon to see people who aspire to have work and personal life in
synchronisation. The work life balance has become the buzzword for the present
generation. Thus in an ideal world, most people would like their output assessed
by the results they achieve at work and not by the hours they spend slaying away
at their desk. Thus, in turn, would leave them free to pursue their personal interests
outside work. Only a handful of employees have understood this intrinsic desire of
employees and have turned it into a competitive advantage. Occupational
Psychology assumes a key role as it contributes to work models but also with the
thorough study of factors underlying the work/life balance. The study of work and
family life is a relatively recent field. They argue out a case for alternative work
models.

Workplace flexibility is increasingly becoming important both for the

employers as well as the employees. A good fit between people’s personal and

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work roles can go a long way in resolving conflicts. In fact researchers claim that
by helping to manage employee’s work/life conflicts the company actually
increases “psychological availability for work” of an employee. This is at least
true of some learning organisations that are open to such novel HR practices. They
look at flexible work arrangements as an opportunity for more efficient
recruitment, decrease in staff turnover and absenteeism. Very importantly it helps
them to project an improved corporate image.

Occupational psychology conducted in UK points out that managers feel to be

working unjustifiably long hours and to be pushing their staff too hard. Only a
relatively small percentage felt reasonably sure that they have indicated their
preference for more flexible working hours. Nearly half perceived increased
difficulties in balancing their work and personal life and well over half said
pressure to perform at work left them less and less time for their personal life,
making them feel that they are missing out. The analysis of this research data was
descriptive and no attempts were made to analyse any traits underlying the
work/life balance. There are two important issues to be looked at. They are:
 Two distinct factors underlying the work/life balance. One is related to the
general status quo of the workplace and the other one to attitudes held by the
individual.
 That these factors would correlate with other variables, such as commitment,
gender or age.

It is instinctive human desire to secure oneself in material comforts in the early

phase of life to enjoy good quality of life at a later point in the life span. The point
that many do not realise is that life is not so compartmentalised that one can do the
activities in a sequential order – one after the other. Life is a bundle that contains
all the strands together and hence the need to balance work life and other related
issues. There is nothing wrong in having career ambitions. We all have a deep
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human hunger to create something great through the work we do and shine in our
chosen profession.

One important dimension is the relationship balance. Many of us rationalise by

rationing “quality time” for the family. Fact of the matter is that we tend to
perceive that the time spent with family should be qualitatively superior and
quantity doesn’t matter. One must go the extra mile and ensure that the right
quantity of time is provided for the bonds of trust and love to grow. Children, in
particular, believe that the more time you spend with them reflects how much you
love them. It is said laughter is the shortest distance between two people. The
“Relationship Balance” creates a sense of fulfilment and the synergy spill over
positively in all of the other areas of your life. The warmth and love on the home
front enables a person to focus intensively and concentrate fully on the
professional work and achieve high degree of success. The other important
dimension is career balance. Einstein once said that one should be a person of
value rather than a person of success. There is a natural human urge in most of us
to have deep sense of fulfilment through our work lie. Our personal life will be
very dull and boring if work life isn’t exciting and doesn’t offer scope to bring out
the dormant talent in us. The urge to do some commercial activity by creative
methods to succeed in the market place and obtain monetary as well social rewards
is inherent in all human beings.

The point of wisdom is simply this: Do not trade-ff the pleasure of living for
the sake of achievement. Instead, joyfully achieve. Balance your commitment to
being the best you can be at work with a deep commitment to being a great
family person and loving friend. Understand that without balance in every core
area of your life, you’ll never find lasting happiness and a sense that you have
lived well.

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THE HUMAN FACTOR IN REWARDING EMPLOYEES

Seldom have we come across individual who does not respond to

appreciation. In fact, we consider such people as aberrations. Yet, how many of
the managers are sensitive to this issue? Their number is hardly encouraging. Most
of them do not consider it to be a major part of their job today. The work
schedules have become stiff with the increasing demands on productivity and
employees are expected to act in a manner that benefits the company. Resources
are thin, budgets tight and in this training is the first casualty. This implies that an
employee has to look within, rather than look up to the organisation to enhance
his/her skills.

The business environment today is characterised by speed and technology.

Personal interface by the managers has been replaced by computer interface. The

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minimum personal interaction that a manager has with an employee is devoted to

finding out the business details, and there is hardly any room left for the manager
to find out whether an employee has done an exceptionally good job while
carrying out his “task”. The blessings of technology are a mixed bag.

In his book, Mega Trends, John Naisbett gives an excellent account of the
changing work environment. He says that our work environments become more
and more technical, there will be a greater employee need to become more
personal and humane. He calls this phenomenon high-tech/high-touch. The irony
is that all this is happening at a time when the aspiration of the employees is to
have a greater meaning in their lives, particularly in the context of their job.

The paradox of the situation is that what motivates people most takes so
relatively little to do-just a little time and thoughtfulness for fresher. In a recent
research study of 1500 employees conducted by Dr. Gerald Graham, personal
congratulations by managers of employees who do a good job were ranked first
among 67 potential incentives evaluated. Second on the list was a personal note
for good performance written by the manager.

Eve information can be rewarding. Numerous studies indicate that open

communication was ranked as the most important reason that the employees
reported for staying with their present jobs. Everyone wants to know “what’s
going on?”- especially, as it affects them, and merely telling them is motivating.
When we ponder over this aspect, the question that arises is whether is it really
that difficult to tell people that?

When it comes to rewards, most managers perceive that the only thing that
motivates their employees is money and more money. While money can be a
significant way of letting employees know their worth to the organisation, it may
not always be the sole sustaining motivational factor to most individuals. In other
words, money is important enough, and yet, may not be the be all or end all of

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employee motivation. More often than not, non-pecuniary factors may equally
motivate employees to do their best on the job.

The most limiting reason for money to be a motivator is that in most

organisations, performance reviews and corresponding salary increases occur only
once in a year. To motivate employees, performance need to reward the
achievements and progress made towards the goals by employees more frequently.
Regular reward-not necessarily monetary-needs to take place on almost daily
basis.

The intangibles matter a great deal to an employee. It may be small yet

significant for the workers that they are being appreciated for the work they’ve
done, being kept informed about things that affect them and have a sympathetic
manger who takes time to listen. None of these intangibles are very costly, but
they all do take the time and thoughtfulness of a manger who tends to be caring.
By being a little creative, a manager can find out what specifically motivates
his/her employees and ignites the spark in them. His/her job is to make those
things happen. When one of the employees has put in extra effort on a key project
or achieved a goal that has been mutually set, he/she should recognise the
achievement fittingly in a unique and memorable way. Managers will find that the
more creative and unique they are with the reward, the more fun it will be for both
of them. The examples can be only limited by the manager’s imagination. It could
be sending a birthday gift to the employee’s beloved daughter to footing the bill of
the family dinner. The manager can grant employees, who have performed
exceptionally well, a pass for three-day weekend.

Recognition and rewards can be very powerful motivational tools. It is

quite intriguing to realise that a simple and sincere recognition with minimum
cost, paperwork and administration can impact employees in a profound way. At
Walt Disney, one of the company’s 180 recognition programs is called The Spirit

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of Fred Award, named after an employee named Fred. When Fred first went from
an hourly to a salaried position, five people taught him the values necessary for
success at Disney. This help inspired the award, in which the name “Fred” became
an acronym for friendly, resourceful, enthusiastic and dependable. First given as a
lark, the award has come to be highly coveted in the organisation.

Rewarding employees for exceptional work they’ve done is critical to keep

them motivated enough to continue their best. Although money is important, a
manager can obtain better employee performance by using personal, creative and
amusing forms of recognition.

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QWL THROUGH EMPLOYEE INVOLVEMENT (EI)

One of the most common methods used to create QWL is employee

involvement. Employee involvement (EI) consists of a variety of systematic
methods that empower employees to participate in the decisions that affect them
and their relationship with the organisation. Through (EI), employees feel a sense
of responsibility, even “ownership” of decisions in which they participate. To be
successful, however, EI must be more than just a systematic approach; it must
become part of the organisation’s culture by being part of management’s
philosophy. Some companies have had this philosophy ingrained in their corporate
structure for decades; Hewlett-Packard, IBM, General Motors, Ford, etc.

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Pygmalion Effect
The implications for managers and human resource specialists are to create
an organisational culture that truly treats people as though they are experts at their
jobs and empowers them to use that expertise. When management does this, a
Pygmalion effect may result, which occurs when people live up to the high
expectations that others have of them. If management further assumes that people
want to contribute and seek ways to tap that contribution, better decisions,
improved productivity and a higher QWL are likely.

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QWL and EI INTERVENTIONS

A wide variety of companies have undertaken interventions to create

employee involvement or improved QWL. Examples include Motorola’s
participative management approach, Boeing’s tiger teams, etc.

Boeing’s ‘Tiger Teams’

Boeing uses a single-focus task force approach called ‘tiger teams’.

Generally these teams are assembled to solve some production-delaying
problem that the supervisor and employees cannot overcome. Various
approaches to team building share a common underlying philosophy.
Groups of people usually are better at solving problems than an individual.
And even though the “purpose” of these approaches may be to find a
solution, a by-product is improved quality of work life.

Quality Circles
Quality circles are small groups of employees who meet regularly with their
common leader to identify and solve work-related probems. They are a highly
specific form of team building, which are common in Japan and gained popularity
in North America in the late 1970s and early 1980s. by the 1980s most medium-

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and large-sized Japanese firms had quality control circles for hourly employees.
This effort began as a quality improvement program but has since become a
routine procedure for many Japanese managers and a cornerstome of QWL efforts
in many Japanese firms.

Several characteristics make this approach unique. First, membership in the

circle is voluntary for both the leader (usually the supervisor) and the members
(usually hourly workers). Secondly, the creation of quality circles is usually
preceded by in-house training. For supervisors these sessions typically last for two
or three days. Most of the time is devoted to discussions of small-group dynamics,
leadership skills, and indoctrination in the QWL and quality circle philosophies.
About a day is spent on the different approaches to problem-solving techniques.
The workers also receive an explanation of the supervisor’s role as the group’s
discussion leader and information on the quality circle concept. Thirdly, as is
pointed out in the training, the group is permitted to select the problems it wants to
tackle. Management may suggest problems of concern, but the group is
empowered to decide which ones to select. Ideally, the selection process is not by
democratic vote but is arrived at by consensus, whereby everyone agrees on the
problem to be tackled. (If management has been pressing problems that need to be
solved, these problems can be handled in the same way that they were resolved
before the introduction of quality circles).

When employees are allowed to select the problems they want to work on,
they are likely to be more motivated to find solutions. And they are also more
likely to be motivated to stay on as members of the circle and solve additional
problems in the future.

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Sociotechnical Systems
Another intervention to improve QWL is the use of sociotechnical systems.
Sociotechnical systems are interventions in the work situation that restructure the
work, the work groups, and the relationship between workers and the technologies
they use to do their jobs. More than just enlarging or enriching a job, these
approaches may result in more radical changes in the work environment.

Autonomous Work Groups

A more common, albeit still rare, approach to employee involvement is the
use of autonomous work groups. These are teams of workers, without a formal
company-appointed leader, who decide among themselves most decisions
traditionally handled by supervisors. The key feature of these groups is a high
degree of self-determination by employees in the management of their day-to-day
work. Typically this includes collective control over the pace of work, distribution
of tasks, organisation of breaks, and collective participation in the recruitment and
training of new members. Direct supervision is often necessary.

QWL is more likely to improve as workers demand jobs with more

behavioural elements. These demands will probably emerge from an increasingly
diverse and educated work force that expects more challenges and more autonomy
in its jobs – such as worker participation in decisions traditionally reserved for
management.

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EMPLOYEE RELATIONS PRACTICES

Beyond structural interventions in the way people work together, virtually

everything the human resource department does impacts employee relations
directly or indirectly. Many activities are largely unnoticed by employees,
including, for example, recruitment, selection, benefits administration and other
important functions. Other activities only affect employees periodically, such as
performance and salary review sessions. However, the department directly impacts
individual QWL and employee involvement through its communications,
counselling, and disciplinary practices.

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Employee relation activities are shared with supervisors because of the

growing complexity of organisations, laws, and union-management relations.
Earlier in this century, for example, supervisors were solely responsible for
employee relation practices and hiring, which led to unethical practices, such as
favouritism and kickbacks to supervisors. Today, with the need for uniform, legal,
and corporation wide approaches, human resource specialists are given
considerable responsibility for employee relations. The result is a dual
responsibility between the department and supervisors. Of course, supervisors
remain responsible for communicating task-related requirements. They are also
responsible for counselling and disciplining their employees, within the guidelines
established by the department. But, when serious problems are uncovered in
counselling or a major disciplinary action is planned, human resource specialists
are commonly involved to ensure fairness and uniformity of treatment.

Employee Communication
Information is the engine that drives organisations. Information about the
organisation, its environment, its products and services, and its people is essential
to management and workers. Without information, managers cannot make
effective decisions about markets or resources, particularly human resources.
Likewise, insufficient information may cause stress and dissatisfaction among
workers. This universal need for information is met through an organisation’s
communication system. Communication system provides formal and informal
methods to move information through an organisation so that appropriate
decisions can be made.

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All organisations have human resource communication systems. Most

organisations use a blend of formal, systematically designed communication
efforts and informal, ad hoc arrangements. For convenience, most of these
approaches can be divided into downward communication systems, which exist to
get information to employees, and upward communication systems, which exist to
get information from employees.

Grapevine communication is an informal system that arises spontaneously

from the social interaction of people in the organisation it is the people-to-people
system that arises naturally from the human desire to make friends and share ideas.
The human resource department has an interest in the grapevine because it
provides useful, off-the-record feedback from employees, if human resource
specialists are prepared to listen, understand, and interpret the information.

In-house complaint procedures are formal methods through which an

employee can register a complaint. These procedures are normally operated by the
human resource department and require the employee to submit the complaint in
writing. Then an employee relation specialist investigates the complaint and
advises its author of the results.

Rap sessions are meetings between managers and groups of employees to

discuss complaints, suggestions, opinions or questions. These meetings may begin
with some information sharing by management to tell the group about
developments in the company. However, the primary purpose is to encourage
upward communication, often with several levels of employees and lower-level
management in attendance at the same time. When these meetings are face-to-face
informal discussions between a higher-level manager and rank-and-file workers,
the process may be called deep-sensing if it attempts to probe in some depth the
issues that are on the minds of employees. These sessions also are called vertical

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staffing meetings because they put higher-level managers directly in touch with
employees. Constructive suggestions sometimes emerge from these meetings.

Suggestion systems are a formal method for generating, evaluating and

implementing employee ideas. This method is likely to succeed if management
provides prompt and fair evaluations, if supervisors are trained to encourage
employee suggestions, and if top management actively supports the program.
Unfortunately, evaluations often take months to process or supervisors see
suggestions as too much work for them with few personal benefits. As a result,
many company suggestion plans exist on paper but are not very effective.

Attitude surveys are systematic methods of determining what employees

think about their organisation. These surveys may be conducted through face-to-
face interviews, but they are usually done through anonymous questionnaires. An
attitude survey typically seeks to learn what employees think about working
conditions, supervision and personnel policies. Questions about new programs or
special concerns to management may also be asked. The resulting information can
be used to evaluate specific concerns, such as how individual managers are
perceived by their employees.

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Employee Counselling
Counselling is the discussion of a problem with an employee, with the
general objective of helping the worker either resolve or cope with it. Stress
and personal problems are likely to affect both performance and an
employee’s general life adjustment; therefore, it is in the best interests of all
those concerned (employer, employee and community) to help the
employee return to full effectiveness. Counselling is a useful tool to help
accomplish this goal. The success rate counselling program often is
substantial.

Counselling is strictly a confidential relationship, and records of it should

be restricted to persons directly involved in solving the counselling
problem. These practices are necessary to protect employee privacy and to
protect the employer from possible lawsuits for liabilities such as invasion
of privacy or alleged slander. The policy of some firms is to refer all martial
and family counselling to community agencies. These companies believe
that, for reasons of employee privacy, they should not be involved in these
problems. Employers also must be certain that their counselling programs
comply with EEO regulations by providing equal counselling services to all
protected employee groups.

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Discipline
Counselling does not always work. Sometimes the employee’s behaviour is
inappropriately disruptive or performance is unacceptable. Under these
circumstances, discipline is needed. Discipline is management action to encourage
compliance with organisational standards. There are two types of discipline:
 Preventive Discipline
 Corrective Discipline
Preventive discipline is action taken to encourage employees to follow
standards and rules so that infractions are prevented. The basic objective is to
encourage self-discipline, and the human resource department plays an important
role. For example, it develops programs to control absences and grievances. It
communicates standards to employees and encourages workers to follow them.
And it encourages employee participation in setting standards, since workers will
give better support to rules that they have helped create. Employees also will give
more support to standards stated positively instead of negatively, such as “Safety
first!” rather than “Don’t be careless!” effective discipline is a system relationship
and the department needs to be concerned with all parts of the system.

Corrective discipline is an action that follows a rule infraction. It seeks to

discourage further infractions and to ensure future compliance with standards.
Typically the corrective or disciplinary action is a penalty, such as a warning or
suspension without pay. These actions are usually initiated by an employee’s
immediate supervisor but may require approval by a higher-level manager or the
human resource department. Approvals exist to guard against subsequent labour
union or legal actions and to assure uniform application of rules throughout the
organisation. Any appeals. Then go to higher levels in the company and I the
union hierarchy.

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EMPLOYEE HEALTH IS COMPANY’S WEALTH

A glance at various organisational websites and annual reports reveal that

lack of a comprehensive health plan for the employees has resulted in indirect,
recurring losses for companies.

In a Canadian government study, the Canada Life Assurance Company

experimental group realised a four per cent increase in productivity after starting
an employee fitness program. Further, 47 per cent of programme participants
reported that they felt more alert, had better rapport with their co-workers, and
generally enjoyed their work more.

Swedish investigators found that mental performance was significantly

better in physically fit workers than in non-fit workers. Fit workers committed 27
per cent fewer errors on tasks involving concentration and short-term memory, as
compared with the performance of non-fit workers.

Studies by various US and UK-based medical research institutes have

shown that 80-90 per cent of people of any age, gender, physical fitness and
profession who use a computer regularly are likely to suffer from vision and health
problems.

Another study conducted by Department of Human Factors Engineering,

University of Occupational and Environmental Health, Japan, showed that visual
strain occurred after 60 minutes of video display terminal (VCD) task.
A close look at these only supports the fact that a sizeable portion of
employees suffer from health problems that are mostly work generated and that
well-planned, comprehensive health promotion programmes can help in reducing
such ailments. This would in turn pave the way for rise in overall productivity.
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However, corporates have hardly realised the existence of this silent

troublemaker, leave alone assessing the magnitude of the problem. Hence, they
continue to extract more work hours which results in a stressed life-style for
employees.

“While at first, corporations may appear to benefit from workers’ added

effort during long, stress-filled days, rising health care premiums may show
otherwise. One study based on the Multiple Risk Factor Intervention Trial, for
instance, showed men who skipped their annual vacation were more likely to die
from coronary heart disease than were couch potatoes or smokers who do get
away for a little annual rest and relaxation,” wrote Wendy D Lynch in Business
Health about the American work scenario.

The scene back home is also not good. Taking cue from the workaholic
West born companies, Indian corporate houses too can be seen flooded with over-
stressed employees trying to attain strength from their cups of coffee and puffs of
cigarettes. Many employees report for work on time and work for unlimited hours
that the company stands to earn more if employees put in additional work hours is
only a myth.

Problems Galore
Poor eyesight, spondylitis, discomfort, fatigue, tension, depression,
irritability and obesity are only a few of the problems. Lack of care can lead to
long-term ailments, wherein not only the person concerned, but his entire family
has to suffer.

Another problem that has a direct implication on the employee’s psyche is

lack of a feeling of belonging to his/her organisation. “There is much more an
employee expects from his organisation, beyond a work-salary relationship. A

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sense of attachment to his company is very important,” opine employees by and

large.

Agrees Prof B M Hedge, Vice-Chancellor, Manipal Academy of Higher

Education, “Japan has the lowest rate of heart attacks in the world. One of the
reasons is the absence of differences between the boss and workers. So a sense of
belonging helps!”

Health education programmes improves overall productivity and quality of

employees. “Companies might do a lot for the medical care of employees, but
precious little for preventive healthcare,” says Dr Prathap Reddy, chairman,
Apollo Hospitals Group, stressing on the importance of preventive healthcare for
diseases like cancer and heart attack.

The Right Approach

“Most human resources managers and corporate directors intuitively
understand that neither the sleep-deprived employee nor her caffeine-powered
manager who hasn’t taken a day off in three years is working at peak capacity. But
what is “peak?” Lacking a definition, Americans have fallen into the “more is
better” rut, with untold implications for their health,” says Lynch.

So its high-time employers actually wake up and realise the fact that more
work-hours need not necessarily mean more output. To maintain that, they need to
adopt their employees’ well-being as a business strategy. “It is very important to
allocate not only an appropriate budget for the company’s healthcare plan. With an
appropriate budget for the company’s healthcare activities in place, it is also
imperative that a professional set-up and approach be followed for the
implementation of the same. In other words, the healthcare vision must be total -

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promotive, preventive and curative,” says Captain Dr Rakesh Dullu, deputy

manager health and medical services, Hero Honda.

“At the same time, we must not lose sight of the fact that if we are able to
take care of the families’ health too, we are actually reducing the stress of the
employees and can expect better productivity and quality from them,” he adds. But
according to the current scenario there are only countable organisations that have
any health plans for their employees’ families. Out of a plethora of services that
can or should be provided, most companies are happy providing medical
reimbursement of a few hundred rupees to their employees. Ideally, the focus
should be on prevention rather than cure.

Small things like low-fat balanced meals in cafeterias and occasional

serving of fresh fruits or juices can go a long way in helping the workers maintain
a healthy mind and body. However, this is not the least a company can do.
Considering the long working hours, die hard competition and mounting pressure,
experts suggest a few “must haves” for any organisation:

Health plans: Even though health insurance has not established a foothold
in India, companies must ensure that its employees get an insurance coverage.
Hero Honda, for instance has an understanding with some Gurgaon-based
hospitals where, depending on the availability of specialised doctors, employees
are sent for treatment. All employees in the company are covered under the
National Insurance scheme. “We have our own parameters for selecting a hospital
and we are constantly in touch with the doctors there,” says Dr Dullu.

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Morepen 3H makes use of its team of doctors for its employees too.
“Though we do not have any structured approach, our team of 8 doctors and
mobile clinics are always there for basic routine check-ups,” informs Atul
Gandotra, Vice-President, marketing and sales, 3H Morepen.
While the senior staff is medically insured, a reimbursement of Rs 600 is given to
junior employees.

Visiting doctor: Right advice at the right time saves both time and money.
A good doctor not only prescribes medicines but also counsels his patients to a
state of wellness. Many ailments like back pains, etc. which go unattended till the
time they don’t start disrupting the day to day work (and hence work output) can
be resolved in the very start.

Sports events or recreation: Such activities do not give a break from work
but also help in re-energising the mind. In short, they keep one’s mind and body
fit.

Health club facilities/ Gym: Most big companies like GE, LG, Infosys etc.
have a well-equipped gym for their employees. Such a facility not only helps a
person keep fit, but also serves as a de-stressing factor.

Right infrastructure: Ergonomics of the furniture, user-friendly

computers, right air-conditioning and amount of light, height of roof, space around
the work area, are all factors that affect the health and therefore the productivity of
an individual.

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BALANCING THE WORK AND LIFE OF YOUR EMPLOYEES

Researches indicate that balanced work-life can lead to greater employee

productivity. With the progressive shift of the economy towards a knowledge
economy, the meaning and Importance of tile quality of work life is also
assuming a new significance. The article details the factor$ that should be tuned
to attain balance between work and life of an employee.

You must have both love and work in your life to make you healthy. Don't
you agree? Well, this is what Sigmund Freud had said decades ago for healthy
workers. Family is an essential ingredient for the love that exists in the life of the
employees. But are the corporates structuring the work patterns so as to ensure the
necessary balances? Are the corporates providing opportunities to their employees
to spend quality time in their personal lives? Many researchers indicate that
maintaining a good balance in work and life has become a priority for the
corporates in the developed nations.

At the dawn of industrialisation, the needs and priorities of employees were at

the lower end of Maslow’s need hierarchy pyramid. The priority was given more
to physical and material security. However, with rapid cultural and economic
developments, the priorities outside job became very different. Employees started
looking for higher and meaningful quality of life as a result of the outcomes of
their work. After all, what are they working for? A good happy and a decent life.

With the increasing shift of the economy towards knowledge economy, the
meaning and importance of the quality of work life is also assuming a new
significance. Today, the connotation of the term 'work' has also become different.
It has more to do with the intellectual exercise than physical labour. As a result,
the corporates need to streamline and restructure their work schedules in order to

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bring about a balance in work life of their employees. Understanding and

managing the levels and complexities of diverse motivational needs is another
area, which requires careful attention from the corporates to bring about work-life
balance.

Let us now look at the factors that have created the need for maintaining work
life balance.
Various researchers have pointed out the following.

Shifts in Societal Patterns

Gone are the days of joint families where you had to care for elders and
they, in turn, had to nurture your emotions. Today's nuclear families with both the
partners working, have created new dynamics that has become emotionally
demanding to the employees. Financial and social obligations have assumed a
different level of significance today. Not only this, the needs of organisations
today have also changed. Money is getting accumulated in tiny pockets, among
those sections of people who possess the ‘most wanted’ knowledge. And these so-
called ‘knowledge workers’ are the ones who are in acute need to balancing their
work and life.

Technological Breakthroughs
Tremendous progress in the fields of information technology and
communication system has changed our worldview. At the same time, it demands
more from today’s employees. Strict deadlines, tighter schedules and ever-
escalating corporate targets are the natural outcome of it.

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New Horizon of Expectations

Due to the above reasons there has been a total shift in the level of
expectations for today’s employees. In fact, in the book Geeks and Geezers,
Thomas and Bennis explain how attitudes towards work and life balance varies
from generation to generation. Baby boomers are no longer ready to give their
lives to the company they work for. Whereas the Generation X’s and Y’s are
more committed to meet the demands of both work and family life. In turn, they
seek a newly defined and restructured way of getting jobs assigned to them.

Researchers have pointed out that a balance between work and life is
maintained when there is no conflict between work and family demands. Though
this seems to be idealistic situation, what the corporates need to remember is that
the conflicts should not reach unacceptable levels where it would tend to affect the
productivity of the employee. According to 1998 America @ Work (SM) study
conducted by Aon Consulting Worldwide Inc., an HR consulting firm based in
Chicago, the employees of today put their commitment to organisations they work
for only if the management recognises the importance of their personal and family
life.

Striking a balance between work and life is as difficult for the corporates as
it is for the employees. However, the onus of maintaining this is more on the
corporates because, as pointed out by the famous Hawthorne Experiment, the
world of individuals primarily centres on their place of work. So a careful perusal
of the working patterns and scheduling of jobs will be one of the first steps in
designing work schedule that can balance life and work. The HR managers, along
with the functional heads and line mangers, should try to bring in flexibility to the
working patterns within the organisations. A trade off between organisational
needs and personal needs of the employees has to be worked out. Following are
some of the ways in which it cane be done. Though this is in no way an

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exhaustive list, yet it does provide a starting point for corporates to develop
flexible work schedules that can balance work and life.

Creating Institutional Support Mechanisms

The first and the foremost requirement is to create conditions that will
provide organisational support towards maintaining the flexibility of work and life
of the employees. These entail the propagation of the culture of work flexibility,
HR policies and other organisational regulations that allow the employees to
maintain a good mix of personal lives with their career.

There is a need to clearly chalk out the connection between maintaining this
flexibility and the corporate objectives. For instance, managers at Eli Lilly begin
their job in the company with a clear understanding of what the company expects.
They undergo a weeklong program, called Supervisor School that blends the
business case for work life initiatives. Thus, the management ensures that the
flexibility in work is linked with the objectives of the organisation. But this is not
enough. What is needed is to ensure and communicate the support of the senior
management. The top management of the company must clearly communicate its
eagerness and willingness to restructure the work schedules in such a manner that
it can balance the work and life of the employees. This will require clear
articulation from the company that it values the personal lives of its employees.
The employees must understand that their organisation also keeps in mind the
value of their life and personal relationship. Such articulation can be done through
the company’s vision and mission statements.

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Providing Managerial Support

Only lip service towards work life balance will not suffice. Organisations
must make sure that there are proper organisational systems of work design that
allows employees to have flexible time. This may even require a new look
towards HR manual, which the organisation may have.

It is also necessary to evaluate such systems of flexibility from time to time.

Otherwise, stagnancy will creep into the work schedules, which might create new
dimensions of the problem in the work life patterns. To keep pace with the
changing patterns of work and life of employees, the organisations can arrange
special training programs that will inform the employees about the new working
trends. This can be done through sharing successful models of work schedules
and real life case studies.

Practising What You Preach

Above all, the organisations need to execute their flexible work schedules.
Flexible work patterns must become a part of organisational initiatives. This will
require the creation of a networked environment that can provide a ‘back up’
system to support work relationship. Essentially this will require employees to
become cross functional, so that a temporary emergency or a shortfall in one
department can be met by other departments. Thus, the role of HR department
needs to be revisited and made more expansive and supportive towards
organisational and individual needs.

Sustain It
Once the organisation follows and internalises the practice of flexible work
schedules for its employees, it is very necessary that it sustains it over a long
period of time. Such sustainability can e brought about by clear demarcations of
accountability and means to measure it. In other words, the focus and purpose of
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creating balanced work life should be maintained at any cost. This will also call
for review and evaluation of the current work environment and make
modifications in the schedules accordingly.

Several researchers have shown that a balanced work-life creates greater

employee productivity. What important is the long-term and not the short-term,
which seems to become the focus of many organisations. So, though it may
apparently seem that employees are having more leisure, the effect of a balanced
work-life will show up positively in the bottom line of the company.

Benefits of improving work-life balance

Aiding employee recruitment and retention

 More employees may stay on in a job, return after a break or take a job with

one company over another if they can match their other needs better with those
of their paid work.

 This results in savings for the employer – avoiding the cost of losing an

experienced worker and recruiting someone new.

 Employers who support their staff in this way often gain the bonus of loyalty

from those staff.

 The British Work-Life Balance Study 2000, including a representative survey

of 2500 workplaces, found that 58 per cent of employers thought that work-life
balance practices had improved staff motivation and commitment, and 52 per
cent thought labour turnover and absenteeism were lower, and that they helped
retain female employees. The Australian 2002 Benchmarking Study found that
organisations implementing work-life strategies and evaluating them observed
reduced turnover, absenteeism, and increased return from parental leave.

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Reducing absenteeism

 Many companies that have introduced family-friendly or flexible working

practices have seen benefits through reductions in absenteeism. Sickness rates

may fall as pressures are managed better, while employees may have better
methods of dealing with work-life conflicts than taking unplanned leave.

 Workers (including their managers) who are healthy and not over-stressed may

be more efficient.

Improving the quality of people's working lives

 Minimising work-life role conflict can help prevent role overload and help

people have a more satisfying working life, fulfilling their potential both in
paid work and outside it.

 Work life balance can minimise stress and fatigue at work, enabling people to

have safer and healthier working lives. Workplace stress and fatigue can
contribute to injuries at work and at home.

 Self-employed people control their own work time to some extent. Most

existing information on work-life balance is targeted at those in employment

relationships. However, the self-employed too may benefit from maintaining
healthy work habits and developing strategies to manage work-flows which
enable them to balance work with other roles in their lives.

Matching people who wouldn’t otherwise work with jobs

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 Parents and carers, people with disabilities and those nearing retirement are

among those who may increase their workforce participation if more flexible
work arrangements are possible. Employment has positive individual and
social benefits beyond the financial rewards.

 Employers may also benefit from a wider pool of talent to draw from – this is

particularly to their benefit when skill shortages exist.

 The Baseline Study of Work-Life Balance Practices in Great Britain found that

there was strong demand amongst lone parents, carers and disabled people for
flexible working time arrangements.

Benefiting families and communities

 In a situation of conflict between work and family, one or other suffers.

Overseas studies have found that family life can interfere with paid work, and
the reverse. At the extreme, if family life suffers this may have wider social
costs.

 Involvement in community, cultural, sporting or other activities can be a

benefit to community and civil society at large. For instance, voluntary

participation in school boards of trustees can contribute to the quality of our
children's education. While such activities are not the responsibility of
individual employers, they may choose to support them actively, since
community activities can demonstrate good corporate citizenship, as well as
helping develop workers' skills which can be applied to the workplace.

How can work-life balance help improve our health and safety?

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Part of achieving good work / life balance is ensuring work does not
negatively impact on people's lives outside of work and their mental and physical
health. There is particular potential for work-place stress and fatigue to spill over
into the private sphere, as well as vice versa.

Under the Health and Safety in Employment Act 1992, employers are responsible
for controlling or eliminating hazards, which might cause injury or occupational
illness. Stress and fatigue are implicitly included in this.

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WANNA BE HAPPY AT WORKPLACE?

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“I always seen to be feeling either superior or inferior, one upon or one

down, better off or worse off then everyone else. The superior moments are
elating, but the are and blessed moments are when I feel equal.” – Hugh Prather

A man has to clearly understand that he and his office are two different
things. There is a need to strike a healthy balance between the two. Ultimately, it
is the harmony accomplished between these two by mustering whatever skills
required thereof that defines one’s quality of life.

Quite often we end up thinking “I would be happy if ……..” or I will be

happy when ……..?How often have we felt calm, content and quite satisfied but
suddenly plunge into fear anger or despair when something happens against our
wish or did not happen as wished for. Yet, other times we convince ourselves that
we will be happy when we get the much waited for promotion or achieve some
other goal. But when the goal is achieved, there are always others to fill the
vacancy made by the fulfilled wish, making happiness always a distant dream.

As against these wishes, the reality is simply different. Sometimes the

much sought after promotions may fail to materialise; dates may broke; jobs may
be lost, and relationships may evaporate. This dilemma posits a question: If we
know things can and will go wrong why do we still put off being happy? Why a
chance remark by a colleague at workplace should send us into a depression?
Now the moot question is, is it possible to live in this world with the all pervading
trauma, injustice, etc., and not be affected by it at all? Is there a way to sustain
happiness all through life, be it in office or at home?

Yes, there is a way out: One has to accept that things can and will go wrong
and the world is not designed to go out way; it has its own unique way. This
acceptance can alone enable one to face the realities with humour, flexibility and

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serenity leading to happiness, no matter what happens. Simply put, it is ones own
attitude and work habits that define happiness. Secondly, one needs to imbibe the
spirit of the Vedic chanting:

O citizens of the world! Live in harmony and concord.

Be Organised and co-operative.
Speak with one voice and make your resolutions.
With one mind.

An ardent practising of this principle at workplaces shall not only bring in

the much desired ‘balance’ between the demands of work life and personal life but
also shall generate ‘harmony’ among the colleagues, peers and superiors at the
workplaces. To make this philosophy of life workable, it is essential that “our
inward thoughts confirm to outward actions”. Obvious requirement is then to
cultivate a set of attitudes that foster “an intense joy throughout life”.

The following are some of the cultivable attitudes:

Right State of Mind

No one is born happy. As Erich Fromm said, happiness is not a gift of
gods. It is achieved out of one’s own inner productiveness. He, who executes his
role just as a child plays a game for the sake of play, enjoys the best of both the
worlds. Unfortunately, as we grow older and wiser, it is reported that we often
loose that ‘imagination’ with which a child is often found transforming
commonplaces into the priceless. We also often watch children ‘being alive to the
moment’ and display a fresh quality of freedom, of “letting themselves go”. They
perhaps instinctively realise that happiness is more when one is being
spontaneous. An adult should, therefore, cultivate that ‘spontaneity’ and an air of
freshness charged with a gay abandon of rigidity to just enjoy the work.

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According to Aristotle, it is the people who, endowed with self-sufficiency,

unweariedness and capacity for rest, by using intellect, find happiness in every act
of them. “Every normal function of life holds some delight”, and historian,
William Durant. It is those people who cultivate a liking for themselves, of course
for true reasons, who succeed in being happy or delighted by even mundane events
in daily life. It is often those unhappy people who never held themselves
responsible for their condition; instead blame their jobs, marriages, or the cruelty
of fate. Such people will have no warmth to give either at work or at home, and
are destined to be sterile and confused. To overcome these frailties, one needs to
achieve a fair measure of harmony with himself and his family circle. The
quintessential of being in harmony with oneself is the “affection and
understanding of the family”.

It is possible for all of us to sharpen our wits to observe man and nature and
realise that the seat of happiness rests in the unique strength and beauty within all
living things. A frame of mind of “all in one and one in all” shall therefore pave
the way for happiness. And that is what even out heritage preaches:

Behave with others as you would with yourself.

Look upon all the living beings as your bosom friends, for in all of
them there resides one soul.
All are but a part of that universal soul.
A person who believes that all are his soul-mates and loves them all
alike, never feel lonely.

Let us never ever resort to air feverish, selfish clod of ailments and
grievances and thereby put off living happily today. Instead, cultivate a right
frame of mind that explores one’s potential fully to attain quality of life. Purity of
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mind in thought, word and action is a step in the direction of achieving excellence
at work. Such a mind-set spontaneously gives rise to ‘shraddha’ (devotion) that is
indispensable to achieve any success, of which ‘quality of life’ is a natural
follower.

Physical Fitness
Good health is the source of happiness. As the body and mind are
correlated, ill health can lead to mental disturbances and even depression. This
can, in turn, disable a person from pursuing personal goals. Our scriptures say,
“The body is the means for the pursuit of religion”. Poor health not only causes
tension to the person concerned but also disturbs the whole family. But in today’s
age of speed, feat and tension man in his rush has lost sight of the importance of
his health.

Sound health enables a person to concentrate on his work and perform his
duties efficiently. Therefore, development of sound health is sin quo none to
protect one’s own self-interest and in turn improve the quality of life. Good habits
such as timely food, sleep, exercise, and work play a vital part in maintaining
sound health. Over indulgence in sensual pleasures deprives one from staying
focused on a target and accomplishing it.

Exercise raises levels of endorphins that are known to cause a feel of

euphoria. It also generates a feeling of well-being that gives a boost to
productivity. Exercise enables a man to think fast. It also bolsters energy that in
turn can elevate one’s productivity.

We all need to earn to like the work that most of us undertake for a living.
A person who does not like work encounters a monotonous repetition of
unpleasant emotions at workplace and this may lead to emotionally induced

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illness. On the other hand, if a person likes a job and feels pleased with his output,
he will experience pleasant emotions. It should, therefore, be realised that liking
work is a good theraphy against emotional ills.

Exercise Control on Time

Psychologists often complain that most of the people take a random walk
through life, moving without getting anywhere. Yet, some of the world’s busiest
executives are able to develop rewarding careers whole making time available for
the family and leisure activities. If one examines their lifestyle, one can easily
pick-up the following tips to manage time effectively, gainfully and meaningfully
too.

Psychologists report that normal body temperatures vary by around 3

degrees during the day and it increases or decreases the working efficiency
proportionately. People tend to be most alert in late morning and mid-evening
whole afternoons are known to be sleepy. It is these high-efficiency hours that are
frequently used by successful executives to tackle difficult jobs. Many also use
the said periods for creating thinking or creative pursuits while allocating low-
efficiency times for less important works suc as news paper reading, to take a peep
at the day’s mail, etc.

As we do not venture to drive to an unfamiliar place without a road map, it

saves a lot of time, besides increasing efficiency levels to scribble works to be
executed on each new day. The listed works that include both work-related and
household tasks can then be ranked into the most urgent or important and placed
under A, less important under B, and least vital under C. such an exercise paves
way for their easy execution.

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Much of the time at workplace is reported to be lost in attending every

drop-in into the office. One way of managing the unexpected drop-ins is to
schedule such meetings during the efficiency period. Similarly, telephone is one
aid that steals a lot of time that, too, without being realised by the user. It is
desirable to jot down on a piece of paper before making a call and then stay on
track to complete the conversation well in time.

One should always remember that making the best use of time does not
mean pushing oneself relentlessly. There are certain executives who prefer to take
a break or catnap to get re-energised. Similarly, some prefer to take a few minutes
relaxation with alternate shallow and deep breathing. Breaking up of one’s routine
once in a while certainly helps one to work faster and better. Well managed day
leads to stress-free execution of work and then adds quality to life.

Cultivate ‘Hope’ – The Vital Spark of Life

Martin Luther King said that everything that is done in the world is done by
hope. Indeed as Samuel Johnson said, hope is perhaps, the chief happiness that this
world affords. In fact, no one can survive without it. It is the sole force behind
mankind’s dreaming, planning and its very existence. As the old axiom says a
merry heart doeth good like medicine.

After all, life is a contest of light against darkness, joy against despair. Yet,
all of us do hope, most of the times, for it is perhaps natural to man. Hope is as
natural to mankind as sprouting is for seeds. Every morning is anew beginning and
most of us spring out of the bed dreaming for a pretty day. Hope is written large
on earth and sky and all that breathe. Hope, though natural and vital for mankind,
could well get exhausted, as our lives grow. And that is where we need to gain
hope by ‘hoping for the moment’. This necessitates that one has to summon hope
and learn to look forward to the beauty of the next moment, the next hour, the

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promise of a good meal, a rise in a pay cheque, etc. Hope is a frame of mind or a
climate of heart that helps nurse a positive orientation towards work or life. Such a
positive orientation transforms the given labour into an entity of love and to that
extent performance stands enhanced. It alone enables one to execute a given task
excellency. It is often noticed that the average people strengthened by faith do
perform extraordinary deeds. That is why, one has to fondly summon ‘hope’ to
“lead us from triumph in the long journey of life”.

Build Network of Friends

A study carried out in the West sometime back revealed that lucky people
are those who have many friends and acquaintances. The study also revealed that
many of the job offers have mostly materialised out of these acquaintances. These
lucky people are reported to be gregarious and go out of their way in making
friendships.

These people have a natural flair to initiate friendly contacts by making use
of their facial expressions, body positions, voice tones, choicest words, eye
contacts, etc., in right proportions and build excellent network of friends. They can
easily slip into conversation with a stranger in the next seat in a plane and can
converse with him as though they knew the other man since ages.

These traits can easily be cultivated anyone to build a network of friends.

Bigger the web of friendly contacts, more the opportunities that one can avail of.
A big network of friends affords a sense of social security besides enriching one’s
life. Incidentally, cheerful conversation is also important in family life for it can
keep many of the neurotic illnesses at distance. A person who could build up a fine
network of friends can obviously make the family meal a recitation of joy and
delight.

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The changing workplace

It is often said that the days of life-long employment and corporate career
ladders are gone. Many people feel their jobs are less secure than in the past. But
is that right? The international research reviewed by the Future of Work project
doesn’t always support these concerns:

 Some groups of workers have suffered a drop in job tenure, but long-term

employment relationships appear to be more resilient than you’d expect.

 Non-standard employment (part-time, temporary, casual and self-employed

work) is on the rise, and that trend is likely to continue.

 People’s need for flexibility is one of the key drivers of part-time and self-

employed work.

 However, some temporary and casual workers are more likely to suffer job

insecurity, low pay and poor working conditions.

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THE TAJ’S PEOPLE PHILOSOPHY and STAR SYSTEM

The employee at Taj is viewed as an asset and is the real profit centre. He
or she is the very reason for our survival. The creation of the Taj People
Philosophy displays our commitment to and belief in our people. We want an

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organisation with a very clear philosophy, where we can treasure people and
build from within.
- Bernard Martyris,
Senior Vice-President, HR,
Indian Hotels Company Limited (IHCL)

Introduction
In March 2001, the Taj Group launched an employee loyalty program
called the ‘Special Thanks and Recognition System’ (STARS). STARS was an
initiative aimed at motivating employees to transcend their usual duties and
responsibilities and have fun during work. This program also acknowledged and
rewarded hard working employees who had achieved excellence in their work.

The Taj Group had always believed that their employees were their greatest
assets and the very reason for the survival of their business. In 2000, to show its
commitment to and belief in employees, the Taj Group developed the ‘Taj People
Philosophy’ (TPP), which covered all the people practices of the group. TPP
considered every aspect of employees’ organisational career planning, right from
their induction into the company till their superannuation.

TPP offered many benefits to the Taj Group. It helped the company boost
the morale of its employees and improve service standards, which in turn resulted
in repeat customers for many hotels in the group. The STAR system also led to
global recognition of the Taj Group of hotels in 2002 when the group bagged the
‘Hermes Award’ for ‘Best Innovation in Human Resources’ in the global
hospitality industry.

The Taj People Philosophy

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Since its establishment, the Taj Group had a people-oriented culture. The
group always hired fresh graduates from leading hotel management institutes all
over India so that it could shape their attitudes and develop their skills in a way
that fitted its needs and culture. The management wanted the new recruits to
pursue a long-term career with the group. All new employees were placed in an
intensive two-year training program, which familiarised them with the business
ethos of the group, the management practices of the organisation, and the working
of the cross-functional departments.

The employees of the Taj Group were trained in varied fields like sales and
marketing, finance, hospitality and service, front office management, food and
beverages, projects, HR and more. They also had to take part in various leadership
programs, so that they could develop in them a strong, warm and professional
work culture. Through these programs, the group was able to assess the future
potential of the employees and the training required to further develop their skills.
The group offered excellent opportunities to employees both on personal as well
as organisational front. In order to achieve ‘Taj standards’, employees were made
to undergo a rigorous training program. The group strove hard to standardise to all
its processes and evolve a work culture, which appealed to all its employees
universally.

The group believed that talent management was of utmost importance to

develop a sustainable competitive advantage. The group aimed at making the HR
function a critical business partner, rather than just a support function. To further
show its commitment to and belief in employees, the group created the ‘Taj People
Philosophy’ (TPP) covering all people practices of the group. The concept of TPP,
developed in 199,was the brainchild of Bernard Martyris, Senior Vice-President,
HR, IHCL, and his core team. The concept, originally planned to be called as ‘The
Womb to Tomb Approach’, covered all the aspects of an employee’s career, from

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joining the group until his/her retirement. TPP was based on the key points of the
Taj employee charter.

Key Points of the Taj Charter

Some of the key points of the Taj Charter are given below:

 Every employee of the Taj Group would be an important member in

the Taj family.

 The Taj family would always strive to attract, retain and reward the
best talent in the industry.

 The Taj family would commit itself to formal communication

channels, which would foster transparency.

It was developed in line with the Tata Business Excellence Model (TBEM).
Explaining the rationale for implementing the philosophy, Martyris said, “It is to
achieve that international benchmarking in hospitality, and HR must fit into it”.
According to him, the three major areas of TPP included work systems and
processes, learning and development and employee welfare.

As part of the TPP, the Taj Group introduced a strong performance

management system, called the Balanced Scorecard System (BSS) that linked
individual performance with the group’s overall strategy. BSS was based on a
model developed by Kalpan and Nortan, and focused on enhancing both individual
as well as enterprise performance. BSS measured the performance of employees
across all hierarchical levels against a set of predefined targets and identified their
variances. Martyris explained, “We are looking at a matrix form of organisation
which cuts across hierarchy. It is important to understand the potential of people”.
Therefore, BSS was implemented even at the lowest levels of hierarchy.

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The BSS included an Employee Satisfaction Tracking System (ESTS),

which solved employees’ problems on a quarterly basis. As a part of ESTS, Taj
carried out an organisation-wide employee satisfaction survey in mid 2000 of
about 9000 employees. According to this survey, the reported satisfaction level
was about 75%. The group aimed to increase this level to 90-95% and eventually
to 100%.

The group also took strong measures to weed out under-performers. The
group adopted the 360-degree feedback system to evaluate the performance of all
top officials, from the managing director to departmental managers, in which they
were evaluated by their immediate subordinates. The 360-degree feedback was
followed by personal interviews in individuals to counsel them to overcome their
deficiencies.

The Taj Group also established Centres of Excellence for its 14,000
employees at five locations in India, including Jaipur, Bangalore, Ernakulam,
Chennai and Hyderabad. At these centres, departmental heads in each functional
area were trained. These departmental heads later trained their own staff. The
training included foundation modules and accreditation programs that familiarised
the employees with Taj standards.

Apart from adopting stringent measures to improve performance, Taj also

recognised and rewarded its best employees across all levels of the organisation.
For this purpose, Taj created a unique employee identification tracking and reward
program known as STARS. Describing the program, Martyris said, “It’s an HR
initiative aimed at creating an association ‘between our star performers and our
brand, the Taj’”.

The Star System

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The STAR system (STARS) was the brainchild of Martyris. The system
was developed in accordance with Taj’s core philosophy that ‘happy employees
lead to happy customers’. STARS, operative throughout the year (from April to
March), was open to all employees across the organisation, at all hierarchical
levels. It aimed to identify, recognise and reward those employees who excelled in
their work. STARS was actively promoted across the group’s 62 chain of hotels
and among its 18,000 employees globally, out of which 15,000 were from India.

STARS had five different levels. Though employees did not receive any
cash awards, they gained recognition by the levels they attained through the points
they accumulated for their acts of kindness or hospitality. ‘Level 1’ was known as
the ‘Silver Grade’. To reach this level, employees had to accumulate 120points in
three months. To attain ‘Level 2’, known as the ‘Gold Grade’, employees had to
accumulate 130 points within three months of attaining the silver grade. To reach
‘Level 3’, called the ‘Platinum Grade’, employees had to accumulate 250 points
within sic months of attaining the gold grade. To attain ‘Level 4’, employees had
to accumulate 510 or more points, but below 760points, to be a part of the Chief
Operating Officer’s club. ‘Level 5’ which was the highest level in STARS,
enabled employees to be a part of the MD’s club, if they accumulated 760 or more
points.

Points were granted to employees on the basis of parameters like integrity,

honesty, kindness, respect for customers, environmental awareness, teamwork,
coordination, cooperation, excellence in work, new initiatives, trustworthiness,
courage, conviction, among others. Suggestions by employees that benefited the
organisation fetched them significant points. Such suggestions in each hotel of the
Taj Group were examined by the General Manager and training manager of the
hotel the employee worked in. the suggestions could also be posted on the Web,
which were constantly monitored.

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Employees could also earn points through appreciation by customers,

‘compliment-a-colleague’ forums and various suggestion schemes. Employees
could also get ‘default points’ if the review committee did not give feedback to the
employee within two days of his/her offering a suggestion for the betterment of
the organisation. In such cases, the employee concerned was awarded ’20 default
points’. Hence, in an indirect manner, the system compelled judges of the review
committee to give feedback to employees as early as possible.

STARS helped employees work together as a team and appreciate fellow

employees for their acts of kindness and excellence. It enhanced their motivation
levels and led to increased customer satisfaction. In one case, a bellboy in one of
the group’s hotel who received an American customer wen out of his way to care
for the customer. Noticing that the customer, who had arrived late at night, was
suffering from cold, he offered to bring him a doctor. However, the customer
refused the boy’s offer. The bellboy then, on his own, offered a glass of warm
water mixed with ginger and honey, a traditional Indian home remedy for cough
and cold. The customer felt surprised and also happy at the bellboy’s gesture. He
left a note of appreciation for him, which added to his existing points.

According to the number of points accumulated, employees would receive a

star, which could be pinned on to their coat. When a certain number of points were
collected, employees received gift hampers, cash vouchers or a vacation in a Taj
Hotel of their choice in India. The winners of STARS were felicitated at a function
held in Taj, Mumbai. The winners’ photographs were displayed on a big screen at
the function and they received awards given by the MD of the Taj Group. This
award ceremony significantly boosted their morale.

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The STARS program seemed to have generated lot of attention among the
employees at the Taj Group. During the initial phase, not every hotel seemed to be
serious about adopting STARS, but after the first awards ceremony was
conducted, every hotel in the group reportedly became very serious about the
implementation of STARS. Reportedly, customer satisfaction levels increased
significantly after the implementation of STARS. Commenting on the success of
STARS, Martyris said, “After the campaign was launched, a large number of
employees have started working together in the true spirit of teams and this helps
us value our human capital. There are stars all around us but very often we look
only at stars outside the system. Many employees do that extra bit and go that
extra mile, out of the way to dazzle the customer satisfaction with employee
recognition. Employee recognition is hence, directly linked to customer
satisfaction. It is a recognition for the people, of the people and by the people”.
STARS was also used by the group as an appraisal system, in addition to its
regular appraisal system.

The Future
The STARS was not only successful as an HR initiative, but it brought
many strategic benefits to the group as well. The service standards at all hotels of
the group improved significantly because the employees felt that their good work
was being acknowledged and appreciated. This resulted in repeat customers for
Taj hotels. And because of STARS, the Group won the ‘Hermes Award 2002’ for
‘best innovation in HR’ in the hospitality industry. Analysts felt that the fame and
recognition associated with the winning of the Hermes award would place the Taj
Group of hotels at the top of the list of the best hotels in the world. The group also
received requests for setting up hotels in Paris (France), where the ‘Hermes award’
function took place.

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The HR practices at the Taj Group attracted several Human Resources and
Organisational Behaviour experts world over. In late 2001, Thomas J Delong, a
professor of Organisational Behaviour from Harvard Business School (HBS),
visited India and interviewed various employees in the Taj Group. After his visit,
the Taj Group was “envisioned as an example of organisational transformation
wherein key dimensions of cultural change went into the making of global
managers”. Analysts also felt that social responsibility and people-centric
programs were the core values of the Taj Group, which were well demonstrated
through the ‘Taj People Philosophy’. Martyris said, “The challenges here lay in
retaining the warmth and relationship focus of the Ta and inculcating a system-
driven approach to service”.

Analysts felt that the Taj Group had been highly successful because of its
ability to provide better opportunities and gave greater recognition to its
employees, which motivated them to work to the best of their abilities. The
Employee Retention Rate (ERR) of the Taj Group was the highest in the
hospitality industry because of its employee-oriented initiatives. In spite of the
highest ERR, Martyris felt that the retention of talent was Taj’s major challenge.
He said, “Our staff is routinely poached by not just industry competitors but also
banks, call centres and others. In 2002, in the placement process at the hotel
management institute run by the Taj, more than half of those passing out were
hired by non-hospitality companies. While we are happy to see the growth and
opportunity for this sector, we also feel there is a need for introspection. Are we
offering swift and smooth career paths to our employees? How am I to retain
staffers from moving across industries?

In late 2002, the Taj Group, to demonstrate its strong belief in employees,
announced plans to make further investments in training, development, and career
planning and employee welfare. The group also tried to standardise its various

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processes and develop a common work culture. After winning the Hermes Award
in 2002, the group also planned to nominate the BSS for the Hermes Award 2003.

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Improving the quality of life

TATAS

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The crowd holds its collective breath as Pakistan speedster Shoaib Akhtar
prepares to strike. But the batsman, B. Muthuraman, is unperturbed. The delivery
is sent flying into the stands. The cheers get louder as the Tata Steel managing
director raises his bat in triumph.

Not real life, but an inspirational film. "It's a part of our Vision 2007 campaign,"
explains Niroop Mahanty, vice president (HRM), Tata Steel. Adds B. N. Sarangi,
chief, HR/IR, Tata Steel, "The idea was to motivate employees to accomplish the
impossible, like hit a six off Shoaib Akhtar." Or achieve EVA positive status by
2007.

The buzz in Jamshedpur is palpable. Tata Steel is not looking at incremental

improvement, but a quantum jump in performance. Unlike its previous attempts,
Vision 2007 is not a top-down initiative. More than 8,000 inputs from shop-floor
workers and managers, contributed in articulating the future course for the lowest-
cost producer of steel in the world. Tata Steel's human resources (HR) department
further cascaded the knowledge to all of the company's 40,000 employees.

Assimilation of the vision was of paramount importance. Tata Steel organised

one-day workshops called 'Lakshya 2007 - Ek Chunauti' where employees were
encouraged to write down their main responsibilities. These were then aligned
with the departmental, divisional and company's key performance indices and,
finally, with the vision. This innovative approach has garnered tremendous support
from employees. Says Suman Biswas, Improvement Group, Tata Steel: "The
employees felt important as they were made an integral element of the vision. Our
commitment is total."
Tata Steel has been inundated with scores of ideas and suggestions generated
at its employee workshops. It is setting up a centre to implement and even patent
the viable ones, while publicising the names behind them.

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Winds of change
With globalisation and competition challenging the corporate world, HR
managers can no longer play just the traditional administrative and welfare role.
They are expected to be effective change leaders, working at the centre of each
business rather than at the fringes of the action. Today HR helps define the
business case for change, it communicates a vision of the future, shapes a sound
implementation plan, and follows through to achieve sustained results. Changing
times call for different and innovative strategies — and a catalyst called
technology.

With footprints in various geographies, IT leader Tata Consultancy Services

(TCS) created systems for managing the future. The need was to deploy
employees in a seamless and integrated manner. The innovative solution it
engineered to meet these challenges is called Ultimatix. Designed in-house, it
digitised the whole organisation in real time through the web. Every single
employee was connected through this platform across the globe. Ultimatix has also
been successful in cutting through layers of decision-making within TCS.

"Ultimatix has become our single employee-service window," says S.

Padamnabhan, executive vice president and head - Global HRD, TCS. "It has
ensured that employees get their services without much difficulty. They can log in
with their claims, loans or even leave applications for processing. All approvals
are done online. To that extent, we are a paperless organisation."
To a population that is highly mobile, virtual HR is a godsend. With
deployment being a challenge to companies with the size and spread of TCS, it is a
major time saver. Besides its HR policies, the organisation has taken its appraisals
and employee satisfaction surveys online. It does not end here. The survey
findings, along with implemented suggestions, are also posted online. Rising
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employee satisfaction scores endorse the popularity of these initiatives.

Incubating Innovation
Every employee possesses the power to innovate. The challenge is to create an
encouraging environment that allows and recognises this, believes Bernand
Martyris, senior VP (HR), Indian Hotels. This is one of the key elements of the
company's Stars, or Special Thanks and Recognition Systems, programme. Since
its launch three years ago, the globally acclaimed model has triggered soaring
employee satisfaction scores, besides numerous employee suggestions and
innovations, many of which are best practice today.

"Whether it's an indigenously manufactured bathroom mat or a new chemical

for the laundry, every idea is big and shared across the hotel chain," says Mr
Martyris. "It has shattered the myth that only people at the top are creatively
inclined." There is a huge reservoir of innovation waiting to be tapped among all
levels of employees.

The success of the earlier programme led Indian Hotels to introduce 'Stars
Plus', a spin-off for its service providers, and 'Joy at the Workplace', which is
aimed at team building and bringing cheer to the office. From celebrating
birthdays to organising cricket matches between the various Taj properties, the
objective is to keep employees motivated. Instead of major initiatives, HR is
engaging in small but innovative activities which might appear mundane but make
the employee feel at home while at work.

The Human Factor

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HR has also discovered the lost art of listening. Employee satisfaction surveys
and primary mood reflectors within the organisation have become sacred. This
helps in targeting employee irritants and executing policy changes. Also, HR is
more transparent than ever before. Companies are providing direct personal
interaction through around-the-clock telephone or intranet / Internet access. For
example, TCS has a HR help desk where employees can call in with any HR-
related questions. Currently operational in about three to four locations, TCS plans
to expand this unique facility to all its centres.

Jobs are out, careers are in. And HR is assuming the responsibility for plotting
the career paths and growth of the employees. Most software engineers have a
three-point agenda: globetrotting, annual promotions and acquiring millionaire
status. "This is the base aspiration and we have to address elements of it," says Mr
Padmanabhan.

TCS, India's first billion-dollar IT enterprise, offers a host of other tangible and
intangible benefits to transform its employees into world-class professionals. It
supports a rotation policy where employees' discipline is changed every two years,
to expose them to different geographies, projects and technologies. Training and
continuing education programmes are compulsory. Likewise, the Taj draws up an
extensive training calendar at the beginning of the year for its employees.

Knowledge sharing has acquired great significance in the corporate world.

Today most companies allow some level of knowledge sharing through various
media. While most of these programmes are usually aimed at the managerial level,
Tata Steel's Aspire Knowledge Manthan is a rare programme that enables
knowledge sharing among supervisors and workmen. The purpose of this effort is
to instil confidence in people and help them perform better.
Change Agents
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Recent economic trends have compelled companies to tighten the belt and
adhere to fiscal responsibility. Companies are returning to improve efficiencies,
streamline processes, make intelligent choices, ensure profitability and strengthen
the corporate fibre in order to be more competitive. Change is crucial. But the
Jamshedpur-based Tata Motors' commercial vehicles division (CVD) has
discovered that managing people to manage change is even more important.

Its department for productivity services has been the change agent to achieve
the dual task of employee involvement and waste elimination. Says A. K. Dua,
deputy general manager, Productivity Services, Tata Motors, "We have tried to be
innovative in each of our initiatives."

For instance, the first thing that the team addressed was the need to create
champions and opinion leaders from various divisions within CVD. Under the
Total Productivity Model, the division started using a system under which an
individual would be the owner of a machine. It would be this person's
responsibility to improve its performance and to keep it clean.

"When you deal with people, you deal with emotions. We found that there was
a lot of resistance and even hostility towards this model. Someone pulled out a peg
from a machine to spite the attempt. So four senior managers took up the
ownership of one machine each to set a precedent. They would clean up the
machine themselves. Soon, we have others asking if they can do this too," says Mr
Dua.

Even in the area of managing in a lean and mean way the division has tried
attacking the issue from all angles. For instance, in the area of travel not only is
each department keeping track of it's own expenses but a central coordinator has
also been appointed. "He develops economy routes. He has worked out that the

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expense can be cut down substantially if people don't stay overnight in Mumbai on
their way to Pune. These may sound like trivial things but they make a big
difference," he says.

In order to keep track of each department's performance on productivity the

division has created a single sheet method in which traffic light signals indicate
red, green or yellow. "All 18 divisions are monitored regularly on this basis. If one
is on yellow, it means that it is going slow and may need a push," says Mr Dua.

Catching ‘em Young

Tata Motors' FastTrack initiative was launched to nurture leaders from a young
age. Aimed at recognising talented employees, it facilitates early advancement to
challenging and visible assignments through a systematic procedure.

The selection involves a three-stage process: a written test, a 'power' interview

and assessment. Short-listed candidates are required to go through an interview
with the executive directors. Selected candidates gain a huge lead in terms of
promotion and learning. They are relieved from their current jobs and put on
various project-based training programmes under the guidance of senior managers
in the company. If the candidates do not possess management education, they
undergo a four-month course at the Indian Institute of Management, Ahmedabad.

"Any employee with two years of work experience in the company can apply
for this programme," says V. K. Verma, head, corporate human resources, Tata
Motors. "Till date it has generated more than 60 potential leaders in the company,
and they are at least 10-15 years younger than the natural climbers."

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After the successful completion of the programme, the candidates are rotated
across departments to acquire general management skills. "In fact, the programme
has performed so well that we are helping duplicate it in other Group companies,
with Tata Chemicals being one of them."

Looking Beyond
Yesterday's innovative practices are routine today. This is true about employee
welfare schemes standard with most corporates. Companies are looking at the
workplace and beyond. The emphasis is on enriching and improving the quality of
life. Tata Steel, a pioneer in employee welfare, is making huge investments in
environment and education in Jamshedpur. Pollution, occupational hazards, safety
regulations and health are the other constants on its plate.

Tata Motors' innovative concept of a 'leave bank' has been much appreciated by its
employees. In this scheme, every employee voluntarily donates one day's leave to
a notional bank every year. In return, the employee is entitled to one year of paid
or two years of half-pay leave.

"This helps in the case of any accidents or need for long leave," says Mr
Verma. "On resuming, the employee pays back only 10 per cent of the leave
withdrawn." To prevent the misuse of this facility, two members of the
management and union head the leave-approving committee.

Long working hours, extensive travel and desk-bound jobs skewed the
delicate work-life balance of many a TCSer. Propel came to the rescue. Under this
innovative initiative, the company encouraged the formation of groups with
similar interests to come together to conduct various activities like book reading.

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Maitree, an initiative for the spouses of employees, helped in bringing together the
families of the employees. This has not only increased sharing and communication
within the company, but has also remarkably improved the social skills of
employees, says Mr Padmanabhan.

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IBM India fosters work/ life balance for employees

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IBM is sponsoring many “fun ‘n’ learn” activities for its employees and
their children to encourage a work/ life balance, under the aegis of IBM Global
Work/ Life Fund. The company emphasises on Work/ Life balance as a key
component to enhance the quality of life and productivity of every IBM employee
across the globe. This year these activities will be organised through GenieKids, a
forerunner in innovative and effective child-development.

Between April 1 and May 31, 2002, IBM is sponsoring the ‘Young
Explorers Summer Camp’, comprising programmes like Explorer’s Club, Hobby
Club and Yoga Club. This camp is open for all children between four to twelve
years at the GenieKid Resource Centre. Commenting on IBM’s support of work/
life programme, Abraham Thomas, managing director, IBM India said, “IBM is
committed in providing our employees with an attractive and comfortable working
environment to maintain a healthy and productive lifestyle. This initiative will
help our employees deal with the demands of home and family better in these
times of hectic schedules and work pressure. Work/Life balance is a strategic
initiative that helps IBM attract, motivate and retain the very best talent in the
technology industry.”

The Resource Centre houses a library, activity based games, pottery classes,
computer classes, etc. IBM employees can also attend parenting workshops.

The IBM Global Work/ Life Fund is a US$50 million fund launched in the
year 2000 by Ted Childs, vice president, IBM Global Workforce Diversity. This
fund aims to facilitate the development of innovative programmes around the
world for IBM employees.

BIBLIOGRAPHY

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 INTERNET

• www.google.com

• www.ask.com

 BOOKS

• Human Resource and Personnel Management – William Wrether

• ICFAI University Press – HRM Review

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