ABSTRACT Quality of work life denotes all the organizational inputs which aim at the employee’s satisfaction and enhancing organizational effectiveness. The basic purpose is to develop jobs and working conditions that are excellent for employees as well as economic health of organization. It refers to the level of satisfaction, motivation, commitment and involvement an individual experience with respect to their line at the work. Trichy Customs and Central Excise Collectorate came into existence with effect from June 01, 1983 with the jurisdiction formed out of erstwhile Madurai and Madras Collectorate.. The Central Excise & Customs Commissionerate is responsible for collection of Union Excise duties on the manufactured goods and Customs duties on goods imported into the country. These duties form the biggest source of tax revenue for the Central Government and the Central Excise duties form the single largest source of Government revenue. The Department of Central Excise and Customs comes under the Department of Revenue, Ministry of Finance. The apex body of the Department is the Central Board of Excise and Customs (CBEC), which comprises of six members and is headed by the Chairman. Administratively, the entire country is divided into Commissionerate of Central Excise and Customs. This study helps to find the quality of work life in the Office of Commissionerate of Central Excise and Service Tax. The objective of the study is to determine the various factors
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ABSTRACT
Quality of work life denotes all the organizational inputs which aim at the employee’s
satisfaction and enhancing organizational effectiveness. The basic purpose is to develop jobs and
working conditions that are excellent for employees as well as economic health of organization.
It refers to the level of satisfaction, motivation, commitment and involvement an individual
experience with respect to their line at the work.
Trichy Customs and Central Excise Collectorate came into existence with effect from
June 01, 1983 with the jurisdiction formed out of erstwhile Madurai and Madras Collectorate..
The Central Excise & Customs Commissionerate is responsible for collection of Union Excise
duties on the manufactured goods and Customs duties on goods imported into the country. These
duties form the biggest source of tax revenue for the Central Government and the Central Excise
duties form the single largest source of Government revenue. The Department of Central Excise
and Customs comes under the Department of Revenue, Ministry of Finance. The apex body of
the Department is the Central Board of Excise and Customs (CBEC), which comprises of six
members and is headed by the Chairman. Administratively, the entire country is divided into
Commissionerate of Central Excise and Customs.
This study helps to find the quality of work life in the Office of Commissionerate of
Central Excise and Service Tax. The objective of the study is to determine the various factors
influencing the quality of work life, to measure the level of satisfaction towards the quality of
work life and suggestions to improve the quality of work life.
The type of research adopted in this study is Descriptive Research. Convenience
sampling method is used to collect data, the sample size is 70. Questionnaire was used to collect
the primary data.
The findings revealed that the organization is providing good working conditions and the
overall job satisfaction was found to be good and overall quality of work life is good. The
organization can improve infrastructure facilities so as to improve the performance of
employees. This study highlighted only some of the small gaps in employee’s satisfaction
towards the quality of work life.
CONTENTS
LIST OF TABLES
S.No TITLE P.NO
4.1 Gender of the Respondents
4.2 Age group of Respondents
4.3 Designation of the Respondents
4.4 Section of the Respondents
4.5 Education qualification of Respondents
4.6 Experience of Respondents
4.7 Marital status of Respondents
4.8 Level of satisfaction with salary and benefits
4.9 Level of satisfaction with work assignment
4.10 Level of satisfaction with transfer policies
4.11 Level of satisfaction with the promotion policy
4.12 Level of satisfaction with bonus provided
4.13 Level of Satisfaction with the medical checkup
4.14 Level of satisfaction with the recognized list of hospitals
4.15 Level of Satisfaction with Quantity and Quality of food provided in the canteen
4.16 Level of satisfaction with the rate of food available in the canteen
4.17 Level of satisfaction with grievance Redressel
4.18 Rating for seating arrangement
4.19 Rating for computer configuration
4.20 Rating for Ventilation, A/C
4.21 Rating for lights
4.22 Rating for Fire-Extinguisher
4.23 The superiors are cooperative
4.24 Comfortable with workspace allotment
4.25 Freedom to offer suggestions
4.26 Reward for outstanding performance
4.27 Level of satisfaction with training
4.28 The requirement of the speciality hospitals to be added in the list of hospitals provided.
4.29 The requirement of health and fitness club
4.30 Regular feedback on performance
4.31 opinion about the overall quality of work life
LIST OF FIGURES
S.No TITLE P.No
4.1 Gender of the Respondents
4.2 Age group of Respondents
4.3 Designation of the Respondents
4.4 Section of the Respondents
4.5 Education qualification of Respondents
4.6 Experience of Respondents
4.7 Marital status of Respondents
4.8 Level of satisfaction with salary and benefits
4.9 Level of satisfaction with work assignment
4.10 Level of satisfaction with transfer policies
4.11 Level of satisfaction with the promotion policy
4.12 Level of satisfaction with bonus provided
4.13 Level of Satisfaction with the medical checkup
4.14 Level of satisfaction with the recognized list of hospitals
4.15 Level of Satisfaction with Quantity and Quality of food provided in the canteen
4.16 Level of satisfaction with the rate of food available in the canteen
4.17 Level of satisfaction with grievance Redressel
4.18 Rating for seating arrangement
4.19 Rating for computer configuration
4.20 Rating for Ventilation, A/C
4.21 Rating for lights
4.22 Rating for Fire-Extinguisher
4.23 The superiors are cooperative
4.24 Comfortable with workspace allotment
4.25 Freedom to offer suggestions
4.26 Reward for outstanding performance
4.27 Level of satisfaction with training
4.28 The requirement of the speciality hospitals to be added in the list of hospitals provided.
4.29 The requirement of health and fitness club
4.30 Regular feedback on performance
4.31 opinion about the overall quality of work life
Chapter – I
Introduction
INTRODUCTION
Quality of work life denotes all the organizational inputs which aim at the employee’s
satisfaction and enhancing organizational effectiveness. The basic purpose is to develop jobs and
working conditions that are excellent for employees as well as economic health of organization.
It refers to the level of satisfaction, motivation, commitment and involvement an individual
experience with respect to their line at the work. The quality of work life is the degree of
excellence brought about work and working conditions that contribute to the overall satisfaction
and performance primarily at individual level and finally at organization level.
Quality of Work Life (QWL) has become one of the most important issues these days in
every organization. Employees are the force that is behind every successful organization. No
organization can become successful with technology only because for the use of technology also,
organizations need to have strong work force. Quality of Work Life was the term actually
introduced in the late 1960’s. From that period till now the term is gaining more and more
importance everywhere, at every work place. Initially quality of work life was focusing on the
effects of employment on the general well being and the health of the workers. But now its focus
has been changed. Every organization need to give good environment to their workers including
all financial and non financial incentives so that they can retain their employees for the longer
period and for the achievement of the organization goals.. At the end we can say that a happy and
healthy employee will give better turnover, make good decisions and positively contribute to the
organization goal.
The quality of work life is a process by which an organization responds to employee
needs for developing mechanism that allow them to share fully in making decision that designs
their life at work. Thus QWL means having good supervision, good working conditions, good
pay and benefits and interesting, challenging and rewarding job.
Factors affecting quality of work life:
Job satisfaction:
Job satisfaction is the favorable or unfavorable 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 behavioral 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.
Pay: Quality of work life is basically built around the concept of equitable pay. In this days
ahead, employees may want to participate in the profit of the organization.
People: Almost everyone has to deal with three set of people in the work place. Those
are namely boss, co-workers in the same level and subordinates. Apart from this, some
professions need interaction with people like patients, media persons, public, customers, thieves,
4.24 Chart representing the satisfaction of work space
4.25 Table representing freedom to offer suggestions
S. No Variables No. of Respondent
s
percentage
1 Strongly agree 7 6
2 Agree 45 42
3 Moderate 32 29
4 Disagree 21 19
5 Strongly disagree 5 4
Total 110 100
Inference:
The above table shows that 42% of the respondents agreed that they are given freedom to offer
suggestions on official matters, 29% of the respondents are moderate, 19% of the respondents
disagreed, 6% of the respondents are strongly agreed and 4% of the respondents strongly
disagreed.
Strongly agree
Agree
Moderate
disagree
Strongly disagree
0 5 10 15 20 25 30 35 40 45
6
42
29
19
4
4.25 Chart representing the freedom to offer suggestions
4.26 Table representing the reward for outstanding performance
S. No Variables No. of Respondent
s
percentage
1 Strongly agree 1 1
2 Agree 33 47
3 Moderate 27 39
4 Disagree 2 3
5 Strongly disagree 7 10
Total 70 100
Inference:
The above table shows that that 47% of the respondents agreed they are getting reward for
outstanding performance, 39% of the respondents are neutral, 10% of the respondents strongly
disagreed, 3% of the respondents disagreed and 1% of the respondents strongly agreed.
Strongly agree
Agreed
Moderate
Disagree
Strongly disagree
0 5 10 15 20 25 30 35 40 45 50
1
47
39
3
10
4.26 Chart representing the reward for outstanding per-formance
4.27 Table representing the level of satisfaction with training
S. No Level of satisfaction No. of Respondent
s
percentage
1 Strongly agree 3 4
2 Agree 37 53
3 Moderate 21 30
4 Disagree 9 13
5 Strongly disagree 0 0
Total 70 100
Inference:
The above table shows that 53% of the respondents are satisfied, 30% of the respondents are
neutral, 13% of the respondents are dissatisfied only 3% of the respondents are highly satisfied
with the training given for them, and no respondents are highly dissatisfied about the training
given for them.
Strongly agree
Agree
Moderate
Disagree
Strongly disagree
0 10 20 30 40 50 60
4
53
30
13
0
4.27 Chart representing the level of satisfaction with train-ing
4.28 Table representing the requirement of the speciality hospitals to be added in the list of hospitals provided.
S.No Variables No. of Respondents Percentage
1 Yes 49 70 2 No 21 30 Total 70 100
Inference:
The above table shows that 70% of the respondents required that the speciality hospitals to be
added in the list of hospitals provided by the concern, 30% of the respondents do not require the
specialty hospitals to be added in the list of hospitals provided.
Yes-70%
No-30%
4.28 Chart representing the requirement of special-ity hospitals to be added in th list of hospitals pro-
vided
4.29 Table representing the requirement of health and fitness club
S.No Variables No. of Respondents percentage
1 Yes 59 84 2 No 11 16
Total 70 100
Inference:
The above table shows that 84% of the respondents required the health and fitness club and
16% of the respondents do not require the health and fitness club.
Yes 84%
No-16%
4.29 Chart representing the requirement of health and fitness club
4.30 Table representing the regular feedback on performance
S. No Variables No. of Respondent
s
percentage
1 Always 12 17
2 Often 10 14
3 Occasionally 10 14
4 Rare 31 44
5 Never 7 10
Total 70 100
Inference:
The above table shows that 44% of the respondents are getting feedback rarely, 17% of the
respondents are always getting feedback on their performance, 14% of the respondents are
getting feedback often ,14% of the respondents are getting feedback occasionally, and only10%
of the respondents never getting feedback.
Always
Often
Occasionally
Rarely
Never
0 5 10 15 20 25 30 35 40 45
14
13
24
42
7
4.30 Chart representing the regular feedback on per-formance
4.31 Table representing the opinion about the overall quality of work life
S. No Variables No. of Respondent
s
percentage
1 Excellent 6 8
2 Very good 21 31
3 Typical 38 54
4 Fair 5 7
5 poor 0 0
Total 70 100
Inference:
The above table shows that 54% of the respondents feel that the overall quality of work life is
typical, 31% of the respondents feel very good,8 % of the respondents feel that the overall
quality of work life is excellent, 7% of the respondents feel fair and no respondents feel that the
overall quality of work life is poor.
Excellent Very good Good Poor Very Poor0
10
20
30
40
50
60
8
31
54
7
0
4.31 Chart representing the opinion about the overall quality of worklife
4.32 Table representing the relationship between the Designation of the
respondents and the level of satisfaction with salary and benefits
Assumption:
H0: There is no significant relationship between the educational qualification of the respondents and the level of satisfaction with salary and benefits
H1: There is no significant relationship between the educational qualification of the respondents and the level of satisfaction with salary and benefits
level of satisfaction with salary and benefits Total
Highly
dissatisfied Dissatisfied Neutral SatisfiedHighly
satisfied
Designation of the respondents
Supt0 1 4 10 4 19
Inspector 1 1 4 21 6 33 Senior Tax
Assistant0 1 0 6 3 10
Deputy officer superintendent
0 1 2 4 1 8
Total 1 4 10 41 14 70
ANOVA
Sum of Squares df
Mean Square F Sig.
Between Groups
1.008 3 .336 .469 .705
Within Groups
47.292 66 .717
Total 48.300 69
Inference: Significant value 0.705 is greater than 0.05, hence null hypothesis is accepted.
Therefore it is concluded that the designation doesn’t influence the level of satisfaction with
salary and benefits
4.33 Table representing the relationship between Designation of the
respondents and the level of satisfaction with work assignment
Level of satisfaction with work assignment Total
Highly
dissatisfied
Dissatisfie
d Neutral Satisfied
Highly
satisfied
Designation of
the respondents
Supt 0 1 1 13 4 19
Inspector 1 2 1 23 6 33
Senior Tax
Assistant0 1 2 5 2 10
Deputy officer
superintendent0 1 2 3 2 8
Total 1 5 6 44 14 70
Correlation
Value
Asymp.
Std.
Error(a)
Approx.
T(b)
Approx.
Sig.
Interval by
Interval
Pearson's R-.120 .123 -.997 .322(c)
Ordinal by
Ordinal
Spearman
Correlation-.118 .128 -.978 .331(c)
N of Valid Cases 70
Inference: The above table infers that there is negative correlation between the designation
and level of satisfaction with the work assignment. Therefore designation doesn’t influence the
level of satisfaction with the work assignment.
4.34 Table representing the relationship between the gender of the
respondents and the level of satisfaction with transfer Policies
Level of satisfaction with Transfer Policies Total
Highly Dissatisfie Neutral Satisfied Highly
dissatisfied d satisfied
Gender of
the
respondents
Male 6 10 10 25 1 52
Female 2 2 8 5 1 18
Total 8 12 18 30 2 70
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-Square 4.669(a) 4 0.32
Likelihood Ratio 4.461 4 .047
Linear-by-Linear
Association.032 1 .859
N of Valid Cases 70
Inference:
The significant value 0.32 is greater than 0.05, hence null hypothesis is accepted. Therefore it
is concluded that there is no relationship between the gender of the respondents and transfer
policies.
4.35 Table representing the relationship between Age group of the
respondents and the level of satisfaction with medical check up
Level of satisfaction with medical check up Total
Highly
dissatisfiedDissatisfied Neutral Satisfied
Age group of
the respondents
Below 25 yrs 0 0 1 0 1
25-35yrs 6 2 2 3 13
35-45yrs 8 7 1 4 20
45-55 yrs 8 7 4 3 22
Above 55 yrs 3 4 4 3 14
Total 25 20 12 13 70
Chi-Square Tests
Value df Asymp. Sig. (2-sided)
Pearson Chi-
Square10.635(a) 12 .560
Likelihood Ratio 10.074 12 .609
Linear-by-Linear
Association.311 1 .577
N of Valid Cases 70
Inference: Significant value 0.560 is greater than 0.05, hence null hypothesis is accepted. So it
is inferred that there is no relationship between age group and medical checkup.
4.36 Table representing the relationship between the marital status of the
respondents and the level of satisfaction with transfer Policies
H0: There is no significant relationship between the marital status of the respondents and the
level of satisfaction with transfer policies
H1: There is significant relationship between the marital status of the respondents and the level
of satisfaction with transfer Policies
Level of satisfaction with Transfer Policies Total
Highly
dissatisfiedDissatisfied Neutral Satisfied
Highly
satisfied
Marital
statusSingle 4 0 1 4 0 9
Married 4 10 17 28 2 61
Total 8 10 18 32 2 70
ANOVA
Sum of
Squaresdf
Mean
SquareF Sig.
Between
Groups3.562 1 3.562 3.146 .081
Within
Groups77.009 69 1.132
Total 80.571 70
Inference: Significant value 0.081 is greater than 0.05, hence null hypothesis is accepted.
Therefore it is concluded that there is no relationship between the marital status of the
respondents and the level of satisfaction with transfer Policies
4.37 Table representing the relationship between the designation and the
Opinion about overall Quality of work life
Assumption:
H0: There is no significant relationship between designation and the Opinion about overall
Quality of work life
H1: There is significant relationship between designation and the Opinion about overall Quality
of work life
Opinion about overall Quality of worklife
TotalPoor Fair Typical
Very
Good
Excellen
t
Designation of
the respondents
Supt 0 1 10 7 1 19
Inspector 1 1 14 13 4 33
Senior Tax
Assistant0 0 7 2 1 10
Deputy officer
superintendent0 2 6 0 0 8
Total 1 4 37 22 6 70
ANOVA
Sum of Squares
dfMean
SquareF Sig.
Between Groups
4.087 3 1.362 2.322 .043
Within Groups
38.713 67 .587
Total 42.800 70
Inference: Significant value 0.043 is lesser than 0.05, hence null hypothesis is rejected. It is
concluded that the designation influences the opinion about the overall quality of work life.
4.38 Table representing the relationship between the experience of the respondents and level of satisfaction with promotion policies
Level of satisfaction with Promotion policies Total
Highly
dissatisfieddissatisfied Neutral Satisfied
Highly
satisfied
Experience of
the respondents
Less than 5
yrs5 3 0 2 0 10
5-10 yrs 0 1 1 1 0 3
10-15 yrs 2 2 1 1 1 7
15-20 yrs 2 5 4 2 0 13
Above 20 yrs 9 13 5 10 0 37
Total 18 24 11 16 1 70
Correlation
Value
Asymp.
Std.
Error(a)
Approx.
T(b)
Approx.
Sig.
Interval by
IntervalPearson's R .099 .124 .822 .414(c)
Ordinal by
Ordinal
Spearman
Correlation.078 .125 .647 .520(c)
N of Valid Cases 70
Inference:
The above table shows that there is positive correlation between experiences of the respondents
with promotion policies. Therefore it is concluded that the experience influences the level of
satisfaction with promotion policies.
4.39 Table representing the relationship between the designation and rating
for ventilation and A/c
Rating for Ventilation,A/C
TotalPoor Fair Typical
Very
Good
Excellen
t
Designation of
the respondents
Supt 1 7 3 5 3 19
Inspector 7 5 10 10 1 33
Senior Tax
Assistant0 1 3 4 2 10
Deputy officer
superintendent2 1 1 3 1 8
Total 10 14 17 22 7 70
Correlation
Value
Asymp.
Std.
Error(a)
Approx.
T(b)
Approx.
Sig.
Interval by
IntervalPearson's R .061 .128 .501 .618(c)
Ordinal by
Ordinal
Spearman
Correlation.074 .127 .611 .543(c)
No of Valid Cases 70
.
Inference:
The above table shows that there is positive correlation between the designation and rating
for ventilation and A/C.Therfore it is concluded that the designation influences the rating for
ventilation and A/C.
Chapter-v
Findings, Suggestions
and Conclusions.
5.1 FINDINGS:
5.1.1 General observation:
Most of the employees are satisfied with salary and benefits.
Most of the employees are satisfied with their work space and work assignment.
Most of the employees are satisfied with transfer policies but some of North Indian
employees are dissatisfied about the transfer policies.
Most of the employees are satisfied with the quality, quantity and rate of food in the
canteen
The superiors are cooperative
Most of the employees required health and fitness club.
Most of the employees required the speciality hospitals to be added in the authorized list
of hospitals provided.
Maintenance and service of electrical and computer appliances are poor.
Rectification/Repair is not done instantly.
Most of the employees are dissatisfied about the promotion policies
Most of the employees feel that ventilation is poor.
Cleanliness of furniture and space is not up to the standard.
Most of the employees feel that the infrastructure facilities to be improved.
5.1.2 Observation from questionnaire:
Merely 74 % of data are collected from male and 26% of data are collected from female
Merely 19%, 28%, 32% of the respondents belong to age group of 25-35 yrs , 35-45 yrs
and 45-55 yrs respectively.20% and 1% of the respondents belongs to age group of above
55 yrs below 25 yrs.
61% and 30% of the respondents has UG and PG Qualification respectively.6% are SSLC
and 3% are HSC.
Merely 14% of the respondents are having less than 5 yrs of experience, 12 %,10%,
21% of the respondents are having 5-10 yrs,10-15 yrs and 15-20 yrs of experience and
43 % of the respondents are having above 20 yrs of experience.
Merely 87% of the respondents are married and 13% of the respondents are unmarried.
59% of the respondents are satisfied with their salary and benefits and only 6% of the
respondents are dissatisfied with their salary and benefits.
Merely 61% of the respondents are satisfied in their work assignment and only 4% are
dissatisfied in their work assignment.
Merely 19% of the respondents are satisfied with medical checkup and 31 % of the
respondents are dissatisfied with the medical facilities provided by the concern.
70% of the respondents required that the specialty hospitals to be added in the list of
authorized hospital provided by the concern.
Merely 84% of the respondents required the health and fitness club.
Merely 49% of the respondents agreed that they are comfortable with the workspace
allotted for them and only 3% of the respondents are disagreed.
Merely 46% of the respondents are satisfied about the transfer policies and only 14% of
the respondents are dissatisfied.
30% of the respondents are satisfied with bonus provided and 26% of the respondents are
dissatisfied.
34% of the respondents are satisfied and 18% of the respondents are dissatisfied with the
quality and quantity of food available in the canteen.
60% of the respondents are satisfied and only 10% of the respondents are dissatisfied
about the rate of food available in the canteen.
Only 23% of the respondents are satisfied with the promotion policies and 33% of the
respondents are dissatisfied.
Merely 61% of the respondents agreed that their superiors are cooperative and only 6% of
the respondents are disagreed.
Merely 31% of the respondents feel that the overall quality of work life is very good and
no respondents feel poor.
Only 17% of the respondents are getting always feedback for their performance and 44%
of the respondents are getting feedback on yearly report basis and 10% of the respondents
are never getting feedback.
53% of the respondents are satisfied with the training given for them and only 13% of
the respondents are dissatisfied.
47% of the respondents are agreed that they are getting reward for their outstanding
performance.
42% of the respondents agreed that they are given freedom to offer suggestion on official
matters and 19% of the respondents are disagreed.
21% of the respondents rated 5 out of 5 for seating arrangement, 41% of the respondents
rated 4 out of 5 for seating arrangement and no respondents rated 1 out of 5 for seating
arrangement.
23% of the respondents rated 5 out of 5 for computer configuration, 51% of the
respondents rated 4 out of 5 and no one rated 2 out of 5 and 1 out of 5 for computer
configuration.
9% of the respondents rated 5 out of 5 for ventilation and A/C
28% of the respondents rated 5 out of 5 for lightings, 48% of the respondents rated 4 out
of 5 and no respondents rated 2 out of 5 and 1 out of 5 for lighting facility.
No one rated 5 out of 5 and 4 out of 5 for fire extinguisher.
There is no relationship between the gender of the respondents and transfer policies
There is no relationship between age group and medical checkup
The designation of the respondents influences the opinion about the overall quality of
work life.
The designation doesn’t influence the level of satisfaction with salary and benefits
5.2 SUGGESTION:
Job satisfactions are found to be good and it can improve by providing the satisfactory
seating arrangement.
The organization can provide separate computers on each table so that they can reduce
paper works and increase speed and accuracy in maintenance and retrieval of records
The organization can provide regular medical checkup for improving the medical
facilities.
The organization can provide bus/cab facilities from quarters to office.
The organization can provide effective training for efficient performance of employees.
The Organization can appoint special computer trainee to meet out the present
computerization of the department.
Separate vigilance checks can be there to ensure punctuality of all employees.
The Organization can improve the infrastructure for efficient working of individuals
The Organization can review the promotion policies
The Organization can concentrate on transfer policies especially for North Indian
employees.
5.3 Conclusion:
Every organization has to satisfy some of the basic needs and demands of its employees
because the satisfied and motivated employees are the source of achieving the organizational
goals and objectives. In order to use the maximum potential of the human resource, the
organization has to provide them with the best quality of their working life. Therefore every
organization needs to update and improve the quality of work life of the employees.
From the study it is clear that the overall quality of work life of employees is good in the
office of commissioner of central excise and service tax department of Trichy. This research
highlights some of the small gaps in employee’s satisfaction towards the quality of work life.