A study on grievance management system conducted at abc pvt ltd

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A study on grievance management system conducted at abc pvt ltd

  1. 1. Grievance Management System 1.Introduction 1.1Title of the Study A study on “Grievance Management System” at ABC private Limited, Hassan. No human being can ever be satisfied on all accounts. The same applies to employees working in organisations who may not be satisfied with all aspects of their working life such as working conditions or terms of employment, wages, payment of overtime, bonus, leave, transfer, promotion, canteen facility, equipment, behaviour of managers, supervisors and colleagues, HR policies and practices,etc. Some of the dissatisfaction is based upon genuine causes but some of them are not real and are created by the employees only to blame others. This dissatisfaction is called grievance. A grievance is a feeling of dissatisfaction whether expressed or not, whether valid or not, arising out of anything connected with the organisation which an employee thinks, believes or even feels to be unfair, unjust or inequitable. 1.2 Objectives of the study 1. To study the grievance management 2. To improve the current grievance management system 3. To know whether the employees are satisfied with the current grievance management and how they are benefited. 4. To improvise the current problems in the current grievance procedure 5. To know the process of reporting mechanism of grievances of employees 6. To know the grievance of the employee 1
  2. 2. Grievance Management System 1.3 Scope of the study The scope of the study is extended only to the employees working in the ABC pvt ltd Hassan. It does not cover employees working in other divisions of ABC in other cities. To fulfill the objectives of this research, the study is undertaken to analyze the grievance management system followed at ABC pvt ltd Hassan. 1.4 Methodology Primary as well as secondary data was used to collect information on the area of the study. a. Primary data- Questionnaires were personally administered to the employees of ABC private Ltd. b. Secondary data-  Internal data has been collected from the manuals and records of the organization.  External data was collected through the company, website, books on Human Resource Management and journals. 2
  3. 3. Grievance Management System 1.5 Sampling plan  Random sampling was used to get samples at ABC pvt., Ltd to study the grievance management system  Sample of 70 employees was taken as sample respondents for the purpose of the study. 1.6 Tools and techniques for collection of data Primary data was collected through the means of questionnaire and the questionnaire was administered to the respondents of the company. On the basis of the tables, the facts are represented in the form of various charts. 1.7 Plan of Analysis The data is collected in a organized and systematic manner.  The data is collected and classified by random sampling method.  The classified data is tabulated and calculated into percentages.  The data is interpreted for getting results required for the research study.  The tabulated data is shown in the form of various charts for better understanding. 3
  4. 4. Grievance Management System 1.8 Problem Statement • The research study is limited to a small sample size. • It is subject to lack of full support from the respondents to reveal the exact information due to some prejudices. • The entire population of the factory was not interviewed due to time constraints. • The conclusions are based on the assumption that the answers given by the employees are true and adequate. 4
  5. 5. Grievance Management System 2.1 INDUSTRY PROFILE 2.1.1 PROFILE OF ABC Pvt.,Ltd., Coffee is one of the healthy drinks among all the beverages. If we think about refreshment, coffee is the first thing comes to our mind. In rainy and winter seasons the usage of coffee is more and it has become a part of human beings life. Caffeine is a substance found in coffee plants, which stimulates the central nervous system. Before 1200 A.D., the coffee industry had spread along the red sea to Aden and cargo in Ethiopia. Then coffee was sold through Mediterranean Sea. Most pilgrims had started to cultivate coffee in India about 1600 A.D. Large scale coffee cultivation started in Brazil. In 1729 A.D., it produced 200,000 bags and in 1825 A.D., it was 3 million bags. After 80 years, they started coffee export and reached 4 million bags. Brazil coffee market reached surplus because of uncontrolled production and cultivation of coffee. In past 20 years coffee trade from Africa has grown more rapidly than elsewhere and contributed rapidly to the growing surplus. The Central American countries have increased their share to world coffee exports from about 5% in 1990 A.D to about 14% in 1970. This growth had occurred with mild coffees, which command and favorable. The highest consumption of coffee is recorded in the U.S which had about 450 million consumers and the rest of the world about 2450 million consumers. Today 25 million people worldwide are provided with direct employment in coffee and considering the farmers and the employment effect of coffee related services at least 100 million people depend in coffee as major source of income. The world coffee production in 1999-2000 forecast at the rate of a 107.5 million bag and that is 14% above the revised 1998-99 crop and up 3% on the previous record of 1997-98. Brazil’s 1998-99 products are forecasted at the rate of 35.8 million bags and Columbia at the rate of 11.0 million bags. These two countries will account for approximately 44% of the world’s production, which is normally 36-37%. North American producing countries including Central America produces 20% of the world’s coffee production. 5
  6. 6. Grievance Management System In 1990, world production was 93 million bags. Where world’s domestic consumption was 21.5 million bags and world’s exportable production is 71.5 million bags. In 1990 Arabica captures 75.5% of the world production and rest 24.3% followed by Robusta. Today coffee grown and exported by own to developing countries in the world. It is estimated that in 2002, over 95 million bags of coffee were consumed world wide. Of these, 21.5 million bags were consumed in coffee producing countries themselves while over 73.9 million bags were consumed in importing in 2001, which is followed by countries like German, France, Japan, UAE, and Italy. Here we have concentrated on coffee, which is considered as a traditional drinks especially in south India. People here start their everyday life with a cup of coffee. Not only in south India but in all parts of the world people are so dependent and addicted to coffee that it acts as a daily schedule to everybody everywhere. But this coffee is not grown in all parts of the world but is grown in very few places with right kind or weather, atmosphere and most important of all, the soil of that region. It is usually grown in hill stations with adequate amount of rainfall and such places, which are high above sea level. Therefore in India, Karnataka is such a place, especially South Karnataka that produces the highest amount of coffee in whole India. Most parts of Karnataka such as Chikmagalur district and many parts in Hassan District, and also Coorg. So people here feel proud to be citizen of such place where coffee takes its birth. So that being the main reason, I have concentrated on a organization which has its roots spread very vast in coffee industry and is a major player in worlds import/export of coffee and deals in coffee beans curing activities present in Hassan. 6
  7. 7. Grievance Management System 2.1.2 COFFEE INDUSTRY IN INDIA Indian coffee industry is defiantly a huge sized industry which plays a very major role in the world market of coffee. India at present is in 8th place in its contribution of coffee and its plantation in the whole world and 1st place being Brazil. But not all parts of India produces coffee. It is grown mostly in south India and highest part of its growth from the whole India is in Karnataka, that is from districts of Hassan, Chickmagalur and Coorg. Rest is grown in states of Tamilnadu, Andrapradesh, Kerla and other northern parts such as Sikkim and Nagaland. So as shown in the next table about the quantity of coffee that is produced in the whole India we come to know that the whole output of India is 2.88 lack tones coffee per annul, more than 2 lack tones is grown only in Karnataka and rest in other parts of India as mentioned in the table below. So among 2.06 lack tones of whole Karnataka’s coffee production, ABCTCL has a huge contribution to coffee exports among the many competitors in the same business as mentioned earlier. 2.1.3 COFFEE CONSUMPTION IN INDIA: Per capita consumption of coffee in India is 59gms per annum. In southern region, the coffee consumption is 250gms per capita per annum compared to only 4gms in northern region. In northern India, per capita coffee consumption is one cup in a whole year. Filter coffee has been a part of tradition and culture of south India. It is inconvenient to brew filter coffee, which is less popular in tea drinking northern regions. Pure instant coffee is consumed in north India. Also, urban consumers, who are not daily drinkers of coffee, prefer pure instant coffee. There is a reasonable degree of price sensitivity and consumer switched to other beverages such as chicory blend coffee and even tea. 7
  8. 8. Grievance Management System 2.1.4 CONSUMERS AWARENESS AND PENETRATION: In comparison to tea, penetration of coffee is significantly low at 8.8% at all India level and coffee penetration is relatively high at 17.1% in urban areas compare to only 5.6% in rural areas. The rural penetration is represented by south India. In other parts of rural India, penetration is negligible. Per capita consumption of coffee is 8 kg in Germany and 11 kg in Switzerland. Per capita consumption in north India is mere 4Gms as compared to 240Gms in south India. Karnataka, Tamilnadu, Kerala and Andrapradesh are the major coffee consuming States in India. The present average per capita consumption is estimated to be Grams per annum. Since it is a export oriented unit, it exports its coffee beans to many parts of the word. ABCTCL exports has been one of the largest coffee export shipping close to half million bags in volume. The clients of ABCTCL include world’s biggest and most discerning roasters MNCs, trading companies and retail chains. But the major market of export of ABCTCL is Europe. About 98% of the whole export of ABCTCL is done to most of the European countries and in these European countries some of the biggest customers of ABCTCL are situated. The rest of the 2% of its exports is carried with USA, Japan and Middle East. These countries import coffee beans from ABCTCL and further process these beans and produce many varieties of coffee for their market. 8
  9. 9. Grievance Management System 2.1.5 ABCTCL EXPORTS 9
  10. 10. Grievance Management System 2.2 COMPANY PROFILE 2.2.1 Background & Inception of the Company: Amalgamated Bean Coffee Trading Company Limited is an entrepreneurial venture of its chairman Mr. V G Siddhartha. His passion with the coffee coupled with the opportunity provided by the deregulation of the coffee board in 1993 created the perfect timing for the launch of this company. The visionary chairman Mr. Siddharth could foresee the demand for Indian coffee abroad and ABC Trading Company Ltd began exporting coffee to coffee-connoisseurs across USA, Europe and Japan. The ‘Coffee Day’ as brand was born in the year 1994. In the year 2000, coffee day exported more than 27,000 bags of coffee valued at US$60Mn and for second time, in a short span of 7years, retained its position as the largest coffee exporter of India. In the short journey of 13 years, the company has grown into six divisions and has overtaken one milestone after another without looking back. Mr. V G Siddharth, the chairman has vision to further expand ABC Trading Company Ltd in the domestic and overseas market. The curing activities of coffee take place in Chikmagalur and Hassan, each with a storage capacity of 70,000 tons All the domestic dealings of India are managed by offices of ABCTCL which are located in places like Delhi, Chennai, Kolkata and also in for off places such as Shimla and Assam. 10
  11. 11. Grievance Management System 2.2.2 CHART SHOWING COMPANY STRUCTURE OF ABC Pvt. Ltd., 11
  12. 12. Grievance Management System As per the chart the works fields of ABCTCL are divided into seven major divisions they are:  Café coffee day  Exports  Beverages  Fresh & grounds  Express  Packaging  Plantations 2.2.3 CAFÉ COFFEE DAY One of the most common names here today is one of the greatest achievements of ABCTCL. As known to everyone café coffee day are the café shops managed by ABCTCL and present in large number in all parts of India today. The brains behind success of café coffee day is one person: Mr. Naresh Malhothra, the president of café coffee day division. It’s because of his dream to make people all over the world get wide range of coffee product at affordable prices; we have more than 600 café coffee day outlets in India today. The whole café coffee day management is done by corporate office of ABCTCL in Bangalore through a wide network followed by //  State Managers  General Managers  City Managers  Café coffee day outlet Managers 12
  13. 13. Grievance Management System 2.2.4 BEVERAGES Beverages in the general sense mean any hot refreshment drinks. So under beverages department of ABCTCL, it deals with coffee machines which prepare these beverages such as black coffee, regular filter coffee, instant coffee etc.. These machines are automated and require some raw materials to be fed in it before the preparation of coffee. After that just by the press of a button people can get different types of coffee ready to drink. So these department is concerned with selling of such coffee machines which are used in most of the offices and other work places with ready hot coffees for people who work there as and when they require it. These coffee machines create a huge market for ABCTCL which help in spreading coffee products of ABCTCL all over India. So separate department for selling and maintenance of these coffee machines is managed again with same chain of president and manager who concentrate only in this division. As the name indicates, it is the raw cherry which is grown in these 2 types of plants. They are directly purchased and brought to ABCTCL in a ripe cherry form and even removing the bean from the cherry is done by ABCTCL, head office, Hassan & Chikmagalur after bringing to ABCTCL. Here the work will be more to this curing works as it is brought in raw form Arabica is grown from December to March and these four months are considered the best season for growing Arabic and plucking. Most of Arabica beans are exported to USA (New York) Robusta season is from Feb/Mar to May every year and considered best for these beans (coffee). Most of Robusta coffee is exported to U.K (London) . 13
  14. 14. Grievance Management System 2.2.5 ORGANIZATION STRUCTURE CHART SHOWING ORGANISATION HIERARCHY OF ABCTCL HEAD OFFICE OF HASSAN 14
  15. 15. Grievance Management System 2.2.6 Production Process ♦ The dried coffee is transferred to hulling machines. These CNC machines carry on the process of DEHASKING, that is removal of the skin from coffee beans and the skin is removed as waste. These machines are 3 in numbers and 1 is imported from Buler Comp, Germany costing Rs. 40 lacks. Other 2 are Indian made & costs Rs. 25 lacks each. ♦ Next polishing of coffee beans takes place to bring the smooth texture and shiny look in coffee beans. ♦ After that these polished coffee beans enter a color sorting machine which differentiates green coffee beans from black. Green coffee is more costly and is considered as proper bread with good quality whereas black beans are considered as low quality coffee. 15
  16. 16. Grievance Management System 2.2.7 ACHIEVEMENTS/AWARDS The company had received many awards and accolades in its 13 years journey. 1. Café coffee day was named Food Services Retailer of the year at the ICICI Bank retail excellence Award function in 2005. 2. It was named as Exclusive Brad Retailer of the year at the same function in the year 2005. 3. The company was rated No 3 food services brand in Business World in 2004. 4. It was rated No 3 in Brand Equity Survey in the same year 2004. 5. Café Coffee Day was ranked 3rd best Retail F&B Chain in India in the Brand Equity Survey in the year 2004. 6. Mr. V G Siddharth, Chairman (Amalgamated Bean Coffee Trading Company Ltd) received the “Economic times – Entrepreneur of the year 2003” award. 7. Café Coffee Day has had a hat trick victory in the India Barista Championship, for 3 years 2002, 03, 04. 16
  17. 17. Grievance Management System YEAR AWARD 1999-2000 Top exporter of green coffee 2000 Top exporter of coffee to the region: U.S.A 2000-2001 Top Exporter Of Coffee To The Region: European Union 2.2.8 SWOT ANALYSIS 17
  18. 18. Grievance Management System STRENGTHS:  The biggest strength of ABCTCL is that it is the only company in coffee industry with a complete chain of coffee operations.  ABCTCL carries its operations right from the growing of coffee to the consumption of coffee by the final consumer.  It grows coffee in its own land, procures it, carries productions, exports it, produces ready coffee products and has also conquered the domestic market.  All its competitors are indulged only in few activities but ABCTCL manages a complete chain of its operation.  Among ABC's biggest strengths are the two curing works, strategically located in Chikmagalur and Hassan with a combined installed capacity of 1 million bags.  Ensuring quality and efficiency.  A highly disciplined and dedicated network  vertically integrated infrastructure WEAKNESS There are no major weaknesses but one of its weakness is the higher quality coffees in the world market such as Brazilian coffeKenyan coffee etc.. which are of the best quality and rate in the world market of coffee. OPPORTUNITIES 18
  19. 19. Grievance Management System  The overseas market demand for coffee is one of the biggest opportunities for ABCTCL.  The demand by European countries and many other countries of the world for Indian coffee has created and also creates huge market in future.  Globalization and liberalization has played a very important role in these overseas dealings of ABCTCL. THREATS  New entrants in Indian market for coffee is one of the biggest threat for ABCTCL for example :- STAR BUCKS, a company from USA is trying very hard to enter the Indian market and trying to take over the café coffee day outlets of ABCTCL.  It is a very big company and has high quality standards.  However it has not yet been a possibility because of its high costs.  Other than that here is a threat of changing quality of coffee and its rates due to natural reasons.  Change in money value in foreign exchange is also a threat to ABCTCL. 3. HUMAN RESOURCE MANAGEMENT 19
  20. 20. Grievance Management System 3.1Introduction Different terms are used to denote human resource management they are : Labour management, labour administration, labour management relations, employee employer relations, industrial relations, personal administration, personnel management and like these terms can be widely the basic nature of distinction lies in the spoke are coverage and evolutionary stage. 3.2 Meaning Human resource management means employing people, developing their resources, utilizing, maintaining and compensating their services in tune with the job and organizational requirements. Human resource management is concerned with the management of people in organisations. It represents that part of an organization’s activities concerned with the recruitment, development and management of its employees. Managing human resources is an integral part of general management and is critical to the success of all types of organizations. Human resources are the essential constituents in any organization . No organization stands on its own without them. Thus, human resource management is the process of acquiring, training, developing, motivating and evaluating a sufficient number of employees to perform the activities required for an organization’s objectives, generation of satisfaction and optimal productivity and effectiveness of employees. The primary functions of human resource management are human resource planning, recruitment and selection, training and management development, performance appraisal, compensation and providing employee benefits and satisfaction. Therefore, human resource management comprises the activities. 3.3 Definitions 20
  21. 21. Grievance Management System According to Ronald J. Ebert, “Human Resource Management refers to attracting, developing and maintaining an effective workforce” According to Wood and Wall ,” Human Resource Management is a term used to represent that part of an organization’s activities concerned with the recruitment, development and management of its employees. According to P.S Van Dyk “ Human Resource Management signifies a process of management whereby a sustained synergy is maintained between the employees, the assigned task, the organization and the environment. This is to ensure that organizational goals are attained and the employee achieves a competent level of performance and an agreeable degree of gratification. According to Michael Armstrong and Angela Baron “ Human Resource Management can be defined as a strategic and coherent approach to the management of an organization’s most valued assets-the people working there who individually and collectively contribute to the achievement of its objectives for sustainable competitive advantage” 3.4 Nature of HRM 21
  22. 22. Grievance Management System Human resource management is a process of bringing people and organisations together so that the goals of each are met. It tries to secure the best from people by winning their wholehearted cooperation. It may be defined as the art of procuring, developing and maintaining competent workforce to achieve the goals of an organisation in an effective and efficient manner. It has the following features:  Pervasive force  Action Oriented  Individually Oriented  People Oriented  Future Oriented  Development Oriented  Integrating mechanism  Comprehensive function  Auxiliary service  Inter-disciplinary function 3.5 Characteristics of Human Resource Management 22
  23. 23. Grievance Management System  HRM is an organization wide strategic activity  HRM is goal- oriented rather than established/maintenance focused.  HRM seeks to develop individual capacity and capability in order to contribute their best to the organization.  HRM is a people oriented process for assimilating individual efforts with organization’s competitive priorities  HRM emphasizes individual as a core element of its competitive strategy  HRM is an integrating and integrative framework which links people resources, business process and customers effectively  HRM is an ongoing set of activities and requires commitment of top management 3.6 Scope of HRM The scope of HRM is very wide Research in behavioural sciences, new trends in managing knowledge workers and advances in the field of training have explained the scope of HR function in recent years.The Indian Institute of Personnel Management has specified the scope of HRM thus: Personnel aspect: This is concerned with manpower planning, recruitment, selection, placement, transfer, promotion, training and development, lay off and retrenchment, remuneration, incentives, productivity, etc. Welfare aspect: It deals with working conditions and amenities such as canteens, crèches, rest and lunch rooms , housing transport, medical assistance, education, health and safety, recreation facilities, etc. Industrial relation aspect: This covers union- management relations, joint consultation, collective bargaining, grievance and disciplinary procedures, settlement of disputes, etc. 3.7 Objectives of HRM 23
  24. 24. Grievance Management System  To help the organisation reach its goals  To employ the skills and abilities of the workforce efficiently  To provide the organisation with well-trained and well-motivated employees  To increase to the fullest the employee’s job satisfaction and self- actualization  To develop and maintain a quality of work life  To communicate HR policies to all employees  To be ethically and socially responsive to the needs of society.  To facilitate in maintenance of cordial relationship between management and employees.  To devise programmes for meeting economic, social and psychological needs of the employees.  To create an enabling climate in which employees are inspired to harness and deploy their skills and competencies to the fullest. 3.8 Importance of HRM 24
  25. 25. Grievance Management System People have always been central to organisations, but their strategic importance is growing in today’s knowledge-based industries. An organization’s success increasingly depends on the knowledge, skills and abilities (KSAs) of employees, particularly as they help establish a set of competencies that distinguish an organisation from its competitors. With appropriate HR policies and practices an organisation can hire, develop and utilize best brains in the marketplace, realise its professed goals and deliver results better than others.  At the Enterprise level  At the Individual level  At the National level At the enterprise level: Good human resource practices can help in attracting and retaining the best people in the organisation. Planning alerts the company to the types of people it will need in the short, medium and long run. It helps in training people for challenging roles, developing right attitudes towards the job and the company, promoting team spirit among employees and developing loyalty and commitement through appropriate reward schemes. At the individual level: It promotes team work and team spirit among employees It offers excellent growth opportunities to people who have the potential to rise It allows people to work with diligence and commitement At the society level Employment opportunities multiply Scarce talents are put to use. Companies that pay and treat people always race ahead of others and deliver excellent results At the national level 25
  26. 26. Grievance Management System Effective use of human resources helps in exploitation of natural, physical and financial resources in a better way. People with right skills, proper attitudes and appropriate values help the nation to get ahead and compete with the best in the world leading to better standard of living and better employment. • Attract and retain talent • Train people for challenging roles • Develop skills and competencies • Increase productivity and profits • Improve job satisfaction • Enhance standard of living and generate employment opportunities. • Human resources help in transforming the lifeless factors of production into useful product. 3.9 Influencing factors of HRM 26
  27. 27. Grievance Management System  Size of the workforce  Composition of workforce  Employee expectations  Changes in technology  Life- style change  Environmental challenges  Personnel functions in future  Job redesign  Career opportunities  Productivity  Recruitment and Selection  Training and Development  Rewards  Safety and welfare Changes in 21st century impacting HRM  HR as a spacing board for success  Talent hunting, developing and retaining  Lean and mean organisation  Labour relations and health care benefits. 3.10 A Study on Grievance Management System 27
  28. 28. Grievance Management System Introduction Every employee has certain expectations which he thinks must be fulfilled by the organisation he is working for. When the organisation fails to do this, he develops a feeling of discontent or dissatisfaction. When an employee feels that something is unfair in the organisation, he is said to have a grievance. Grievance is any discontent or dissatisfaction, whether expressed or not, whether valid or not, arising out of anything connected with the company which an employee thinks, believes and even feels to be unfair, unjust or inequitable. Concept The term “grievance” is used to designate claims by workers of a trade union concerning their individual or collective rights under an applicable collective agreement, individual contract of employment, law, regulations, work rules, customer or usage. Such claims involve questions relating to the INTERPRETATION or application of the rules. The term “grievance” is used in countries to designate this type of claim, while in some other countries reference is made to disputes over “right” or “legal”disputes. Definition 28
  29. 29. Grievance Management System According to Jucius , a grievance is “ Any discontent or dissatisfaction whether expressed or not , whether valid or not, arising out of anything connected with the company which an employee thinks, believes or even feels to be unfair , unjust or in-equitable. According to Dale S. Beach “Grievance is any dissatisfaction or feeling of injustice in connection with one’s employment situation that is brought to the attention of management. According to Richard P. Calhoon “ A Grievance is defined as anything that an employee thinks or feels is wrong, generally accompanied by an active disturbing feeling” Features  A grievance refers to any form of discontent or dissatisfaction with any aspect of the organisation.  The dissatisfaction must arise out of employment and not due to personal or family problems.  The discontent can arise out of real or imaginary reasons.  When the employee feels that injustice has been done to him, he has a grievance.  The reasons for such feeling may be valid or invalid, legitimate or irrational, justifiable or ridiculous.  The discontent may be voiced or unvoiced. But it must find expression in some form. However discontent per se is not a grievance.  Initially, the employee may complain orally or in writing. If this is not looked into promptly, the employee feels a sense of lack of justice. 3.11 Forms of Grievances 29
  30. 30. Grievance Management System Factual: A factual grievance arises when legitimate needs of employees remain unfulfilled. Eg: wage hike has been agreed but not implemented citing various reasons. Imaginary : When the employee’s dissatisfaction is not because of any valid reason but because of a wrong perception, wrong attitude or wrong information he has. Such a situation may create an imaginary grievance. Though management is not at fault in such instances, still it has to clear the ‘fog’ immediately. Disguised: An employee may have dissatisfaction for reasons that are unknown to himself. If he/she is under pressure from family, friends, relatives, neighbours, he/she may reach the work spot with a heavy heart. If a new recruit gets a new table and almirah, this may become an eyesore to other employees who have not been treated likewise previously. 3.12 Causes of Grievances Economic: Wage fixation, overtime, bonus, wage revision, etc. Employees may feel that they are paid less when compared to others. Work environment: Poor physical conditions of workplace,tight production norms, defective tools and equipment, poor quality of materials, unfair rules, lack of recognition,etc. Supervision: Relates to the attitudes of the supervisor towards the employee such as perceived notions of bias, favoritism,nepotism,caste affiliations,regional feelings,etc Work group: Employee is unable to adjust with his colleagues, suffers from feelings of neglect, victimization and becomes an object of ridicule and humiliation,etc. Culture: Employees may be aggrieved due to lack of performance oriented work culture, highly political culture, scapegoating culture, demoralizing culture, etc. Leadership: Employees may be aggrieved due to attitude and treatment meted out to employees such as shouting, high handedness, violent behaviour, using filthy and abusive language, etc. by top management and/or senior/ key managers. Industrial Relations: Employees may be aggrieved due to poor industrial relations in the organization, poor scope of collective bargaining or non-resolution of industrial disputes, lack of worker’s participation in management, etc. 30
  31. 31. Grievance Management System Organization Restructuring: Employees may be aggrieved due to restructuring of hierarchy, pay and benefits, relocation, re-assignments, etc. Mergers and Acquisition: Employees may be aggrieved due to uncertainty, job security, hierarchy, pay and benefits, etc. Miscellaneous: These include issues relating to certain violations in respect of promotions, safety methods, transfer, disciplinary rules, fines, granting leave, medical facilities,etc. Grievances generally arise from the day-to-day working relations in an undertaking, usually a worker or trade union protest against an act or omission of management that is considered to violate workers’ rights. Grievances typically arise on promotion, demotion and transfer, rights deriving from seniority, rights of supervisors and union officers, job classification problems, the relationship of work rules to the collective agreement and the fulfillment of obligations relating to safety and health as laid down in the agreement. 3.13 Effects of Grievances On the production process: 31
  32. 32. Grievance Management System • Low quality of production • Low quantity of production • Increase in the wastage of material, spoilage/breakage of machinery • Increase in the cost of production per unit. On the employees • Increased the rate of absenteeism and turnover • Reduces the level of commitement, sincerity and punctuality • Increases the incidence of accidents • Reduces the level of employee morale On the Managers • Strains the superior sub-ordinate relations • Increases the degree of supervision control and follow up • Increases the indiscipline cases • Increases in interest and there by machinery to maintain industrial peace. 3.14 Impact of Grievance  Low production and productivity due to lack of commitement 32
  33. 33. Grievance Management System  Low quality of production due to lack of motivation  Higher cost of production due to increased wastage  Increased absenteeism and turnover due to dissatisfaction  Increase in frequency of accident due to mental disturbances  Decrease in morale  Deterioration in superior – subordinate relationship  Increase in instances of indiscipline and  Increase in industrial disputes 3.15 Need for a Grievance Procedure The model Grievance Procedure suggested by the National Commission on Labour involve successive time- bound steps each leading to the next, in case of dis- satisfaction. Grievance affect not only the employees and managers but also the organisation as a whole.In view of these adverse effects, the management has to identify and redress the grievances in a prompt manner. If the individual grievances are left ignored and unattended, there is a danger that these grievances may result in collective disputes. They affect the employee morale adversely. Hence, it is essential to have a proper grievance handling procedure for the smooth functioning of the organisation. 3.16 Advantages of having a Grievance Handling Procedure The management can know the employees’ feelings and opinions about the company’s policies and practices. It can feel the ‘pulse’of the employees. 33
  34. 34. Grievance Management System With the existence of a grievance handling procedure, the employee gets a chance to ventilate his feelings. He can let off steam through an official channel. Certain problems of workers cannot be solved by first line supervisors, for these supervisors lack the expertise that the top management has, by virtue of their professional knowledge and experience. It keeps a check on the supervisor’s attitude and behavior towards their subordinates. They are compelled to listen to subordinates patiently and sympathetically. The morale of the employees will be high with the existence of proper grievance handling procedure. Employees can get their grievance redressed in a just manner. 3.17 The Discovery of Grievances Observation: A manager supervisor can usually track the behaviours of people working under him. If a particular employee is not getting along with people, spoiling materials due to carelessness, showing indifference to commands, reporting late for work or is remaining absent- the signals are fairly obvious. Since the supervisor is close to the scene of action, he can always find out such unusual behaviours and report promptly. Grievance Procedure: A systematic grievance procedure is the best means to highlight employee dissatisfaction at various levels. Management , to this end, must encourage employees to use it whenever they have anything to say. In the absence of such a procedure, grievances pile up and explode in violent forms at a future date. By that time things might have taken an ugly shape altogether, impairing cordial relations between labour and management. If management fails to induce employees to express their grievances, unions will take over and emerge as powerful bargaining representatives. Gripe Boxes: Gripe boxes may be kept at prominent locations in the factory for lodging anonymous complaints pertaining to any aspect relating to work. Since the 34
  35. 35. Grievance Management System complaint need not reveal his identity, he can express his feelings of injustice or discontent frankly and without any fear of victimization. Open door policy: This is a kind of walk-in-meeting with the manager when the employee can express his feelings openly about any work-related grievance. The manager can cross-check the details of the complaint through various means at his disposal. Exit interview: Employees usually leave their current jobs due to dissatisfaction or better prospects outside. If the manager tries sincerely through an exit interview , he might be able to find out the real reasons why ‘X’ is leaving the organisation. To elicit valuable information, the manager must encourage the employee to give a correct pictures so as to rectify the mistakes promptly. If the employee is not providing fearless answers, he may be given a questionnaire to fill up and post the same after getting all his dues cleared from the organisation where he is currently employed. Opinion surveys: Surveys may be conducted periodically to elicit the opinions of employees about the organisation and its policies. 3.18 Essential Pre-requisites of a Grievance Procedure 35
  36. 36. Grievance Management System Conformity with statutory provisions: Due consideration must be given to the prevailing legislation while designing the grievance handling procedure. Unambiguity: Every aspect of the grievance handling procedure should be clear and unambiguous. All employees should know whom to approach first when they have a grievance ,whether the complaint should be written or oral, the maximum time in which the redressal is assured, etc. The redressing official should also know the limits within which he can take the required action. Simplicity: The grievance handling procedure should be simple and short. If the procedure is complicated it may discourage employees and they may fail to make use of it in a proper manner. Promptness: The grievance of the employee should be promptly handled and necessary action must be taken immediately. This is good for both the employee and management, because if the wrong door is punished late, it may affect the morale of other employees as well. Training: The supervisors and the union representatives should be properly trained in all aspects of grievance handling beforehand or else it will complicate the problem. Follow up: The Personal Department should keep track of the effectiveness and the functioning of grievance handling procedure and make necessary changes to improve it from time to time. 3.19 Steps in Grievance Procedure 36
  37. 37. Grievance Management System Identify grievances: Employee dissatisfaction or grievance should be identified by the management if they are not expressed. If they are ventilated, management has to promptly acknowledge them. Define correctly: The management has to define the problem properly and accurately after it is identified/ acknowledged. Collect data: Complete information should be collected from all the parties relating to the grievance. Information should be classified as facts, data, opinions, etc. Analyse and solve: The information should be analysed, alternative solutions to the problem should be developed and the best solution should be selected. Prompt redressal: The grievance should be redressed by implementing the solution. Implement and follow up: Implementation of the solution must be followed up at every stage in order to ensure effective and speedy implementation. 3.20 Model Grievance Procedure: 37
  38. 38. Grievance Management System The Model grievance Procedure suggested by the National Commission on Labour involves six successive time-bound steps each leading to the case of dissatisfaction. The aggrieved worker in the first instance will approach the foreman and tell him of his grievance orally. The foreman has to redress his grievance and if the worker is not satisfied with this redressal, he can approach the supervisor. Appeal against within a week Manager Grievance Committee HOD Supervisor Foreman Worker 38
  39. 39. Grievance Management System 3.21Grievance Management in Indian Industry At present, there are three legislations dealing with grievances of employees working in industries. The Industrial Employment (Standing Orders) Act, 1946, requires that every establishment employing 100 or more workers should frame standing orders. These should contain, among other things, a provision for redressal of grievances of workers against unfair treatment and wrongful actions by the employer or his agents. The Factories Act, 1948, provides for the appointment of a Welfare Officer in every factory ordinarily employing 500 or more workers. These welfare officers also look after complaints and grievances of workers. They also look after proper implementation of the existing labour legislation. Besides, individual disputes relating to discharge, dismissal or retrenchment can be taken up for relief under the Industrial Disputes Act, 1947, amended in 1965. However, the existing labour legislation is not being implemented properly by employers. There is lack of fairness on their part. Welfare officers have also not been keen on protecting the interests of workers in the organized sector. In certain cases, they are playing a double role. It is unfortunate that the public sector, which should set up an example for the private sector, has not been implementing labour laws properly. In India, a Model Grievance Procedure was adopted by the Indian Labour Conference in its 16th session held in 1958. At present, Indian industries are adopting either the Model Grievance Procedure formulated by themselves with modifications in the Model Grievance Procedure. In other words, the grievance procedures are mostly voluntary in nature. 39
  40. 40. Grievance Management System 3.22 Guidelines for Handling Grievances  Treat each case as important and get the grievance in writing.  Talk to the employee directly. Encourage him to speak the truth. Give him a patient hearing.  Discuss in a private place. Ensure confidentiality , if necessary.  Handle each case within a time frame.  Examine company provisions in each case. Identify violations, if any. Do not hold back the remedy if the company is wrong. Inform your superior about all grievances.  Get all relevant facts about the grievance. Examine the personal record of the aggrieved worker. See whether any witness are available. Visit the work area. The idea is to find where things have gone wrong and who is at fault.  Gather information from the union representative, what he has to say, what he wants, etc. give short replies, uncovering the truth as well as provisions. Treat him properly.  Control your emotions, your remarks and behaviour.  Maintain proper records and follow up the action taken in each case.  Be proactive, if possible. Companies like VSP, NALCO actually invite workers to ventilate their grievances freely, listen to the other side patiently, explain the reasons why the problems arose and redress the grievances promptly. 40
  41. 41. Grievance Management System 3.23 Essence of Model Grievance Procedure The three cardinal principles of grievance settlement, under the procedure, are: • Settlement at the lowest level. • Settlement as expeditiously as possible: and • Settlement to the satisfaction of the aggrieved. The procedure successive time-bound steps, each leading to the next step in case of lack satisfaction. Under the procedure, an aggrieved employee would first present his grievance verbally to a designated officer, who would give a reply within 48 hours. If the worker is dissatisfied with the decision or fails to get an answer within the stipulated time, he would, personally or accompanied by his departmental representative , present his grievance to the head of the department. The procedure then deals with various procedural matters such as when a grievance arises out of an order given by the management, such an order is first to be complied with before the procedure is involved; the right of worker’s representative on the grievance committee to see a document and the right of management’s representative to refuse to show a document of a confidential nature. The procedure provides a model under the code of discipline, which also lays down that a grievance procedure should be evolved in consultation with the union in the organisation. 41
  42. 42. Grievance Management System According to the Questionnaire: 1) Table showing age of respondents Serial No. Age Group No. Of Respondents Percentage 1 Below 25 Years 11 16% 2 25-35 Years 35 50% 3 Above 35 Years 24 34% TOTAL 70 100% INTERPRETATION Majority of the respondents belong to age group of 25-35 years (16%) and 35 years of age (50%). This reveals that most of the employees are young and energetic. 2)Table showing the educational qualification of the respondents. 42
  43. 43. Grievance Management System Serial No. Educational No. Of .Respondents Percentage Qualification 1 School Level 7 10% 2 Diploma 9 13% 3 Technical 53 76% 4 Others 1 1% TOTAL 70 100% INTERPRETATION: Majority of respondents (75%) are technically qualified. This shows most of the employees are well educated and they can understand the job in a better way which leads to quality work. 3)Table showing income of respondents. Serial No. Particulars No. Of Percentage 43
  44. 44. Grievance Management System Respondents 1 Below 10,000 29 41% 2 10,000 to 15,000 35 50% 3 Above 15,000 6 9% TOTAL 70 100% INTERPRETATION: Majority of the respondents belong to the income group of 10,000-15,000 (41%) and 10,000 (50%). This reveal that employees are well experienced and are good performer which will increase the organization efficiency. 4) Table showing work experience of respondents. Serial No. Particulars No. Of . Percentage Respondents 1 Below 5 years 24 34% 44
  45. 45. Grievance Management System 2 5-10 years 9 13% 3 Above 10 years 37 53% TOTAL 70 100% INTERPRETATION: Majority of the respondents have work experience of above 10 years (52%) and below 5 years (34%) and 5-10 years (13%). This reveal that organization have good human resource management system. 5) Acceptance level of the following statement. 5-Strongly agree 4-Agree 3-Neutral 2- Disagree 1-Strongly Disagree a) Education qualification suits your job. Opinion No. OF Respondents Percentage 5 31 44% 45
  46. 46. Grievance Management System 4 24 34% 3 6 9% 2 7 10% 1 2 3% TOTAL 70 100% INTERPRETATION: Most of the respondents (44% strongly agree and 34% agree) feel that their educational qualification suits to the job they are assigned to. This reveals that the company has succeeded in assigning right job to right candidate. b) Convenience of time schedule for the work OPINION NO. OF RESPONDANT PERCENTAGE 5 33 47% 4 30 43% 3 2 3% 2 3 4% 1 2 3% TOTAL 70 100% 46
  47. 47. Grievance Management System INTERPRETATION: Most of the respondants (47% strongly agree , 43% agree ,3% neutral ,4% disagree, 3% strongly disagree) are satisfied with the time schedule for work. This reveals that employees are happy with working hours and this has substantially reduced the absenteeism rate and reduced the stress at work. c) Provision of adequate recreation time. OPINION NO. OF RESPONDANT PERCENTAGE 5 8 11% 4 27 39% 3 13 19% 2 14 20% 1 8 11% 47
  48. 48. Grievance Management System TOTAL 70 100% INTERPRETATION: Most of the respondants (11% strongly agree and 39% agree ) are satisfied with the recreation time. This reveals that employees are given enough time for entertainment. d) Timely distribution of raw materials to production department. Opinion No. Of Respondents Percentage 5 14 20% 4 27 38% 3 14 20% 2 13 18% 1 2 4% TOTAL 70 100% 48
  49. 49. Grievance Management System INTERPRETATION: Most of the respondants (20% strongly agree and 38% agree) are satisfied with the availability of raw material to production department on time, which reveals that working in the organization is going smoothly. e) Whether proper instructions given by the supervisor. Opinion No. Of Respondents Percentage 5 12 17% 4 30 43% 3 18 26% 2 5 7% 1 5 7% TOTAL 70 100% 49
  50. 50. Grievance Management System INTERPRETATION: Most of the respondants (17% strongly agree, 43% agree) are satisfied with the instruction given by supervisor. This reveals that supervisors are doing fair work in supervising their subordinates in a better way, thus reducing the errors and accidents at work. f) Supervisor explains clearly what is expected from you. Opinion No. Of Respondent Percentage 5 9 13% 4 29 41% 3 18 26% 2 12 17% 1 2 3% TOTAL 70 100% 50
  51. 51. Grievance Management System INTERPRETATION: Most of the respondants (13% strongly agree , 41% agree) are satisfied with the explanations given by supervisor about the work expected out of them. Again supervisors have succeeded in explaining the roles and responsibilities of employees. g) Does supervisor provide feedback about your work. Opinion No. Of. Respondents Percentage 5 19 27% 4 27 39% 3 16 23% 2 5 7% 1 3 4% TOTAL 70 100% 51
  52. 52. Grievance Management System INTERPRETATION: Most of the respondants (27% strongly agree and 39% agree) are satisfied with the feedback given by supervisor about their work. This reveals that Performance Management and Appraisal system is better in this organisation. h) Good relationship with supervisor. OPINION NO. OF RESPONDANT PERCENTAGE 5 22 32% 4 35 50% 3 9 13% 2 3 4% 1 1 1% TOTAL 70 100% 52
  53. 53. Grievance Management System INTERPRETATION: Most of the respondants (32% strongly agree and 50% agree) are satisfied with their relationship with supervisor, which reveals that there is a good working relation between supervisor and employee which is need for easy flow of work in organization. It also reveals that supervisors are following Democratic style of leadership which puts sub-ordinates at ease.’ i)Are you encouraged to develop new ideas to work efficiently. Opinion No. Of Respondents Percentage 5 12 17% 4 35 50% 3 13 18% 2 9 13% 1 1 2% TOTAL 70 100% 53
  54. 54. Grievance Management System INTERPRETATION: Most of the respondents (17% strongly agree and 50% agree ) are satisfied with the acceptance of respondents idea, which reveals that there is due consideration for employee involvement which is necessary for continuous improvement. j) Are physical conditions of workplace good. Opinion No. Of. Respondents Percentage 5 22 31% 4 27 39% 3 9 13% 2 9 13% 1 3 4% TOTAL 70 100% 54
  55. 55. Grievance Management System INTERPRETATION: Most of the respondants (31% strongly agree and 39% agree) are satisfied with the physical condition which reveals that employee are working in good physical environment which is one of crucial element for job satisfaction. k) Cordial relationship with your team members. Opinion No. Of Respondents Percentage 5 45 64% 4 19 27% 3 5 7% 2 - - 1 1 2% TOTAL 70 100% 55
  56. 56. Grievance Management System INTERPRETATION: Majority of the respondents (64% strongly agree and 27% agree) are satisfied with the co-ordinal relation between employee which reveals that there is conflict between employees and will contribute to the smooth flow of work without any interruption. l) Are measures taken by the company to protect your health. Opinion No. Of Respondents Percentage 5 33 47% 4 29 41% 3 4 6% 2 2 3% 1 2 3% TOTAL 70 100% 56
  57. 57. Grievance Management System INTERPRETATION: Most of the respondents (47% strongly agree and 41% agree ) are satisfied with the importance given by company for their health. There are specialized Doctors who visit organization frequently to take care of employees’ heal. 6) Table showing the satisfaction level of the following factors. SL.NO Particulars Satisfied Percentage Dissatisfied Percentage 1 Leave Policy 55 79% 15 21% 2 Performance 34 49% 36 51% Evaluation 3 Canteen 15 10% 55 90% Facilities 4 First Aid 62 89% 8 11% Activities 5 Medical Check 62 89% 8 11% Up 6 Safety 64 91% 6 9% 57
  58. 58. Grievance Management System Measures 7 Working 62 89% 8 11% Environment 8 Attendance 60 86% 10 14% Procedures 9 Uniform 62 89% 8 11% 10 Allowances 29 41% 41 59% 11 Loan Facility 24 34% 46 66% 12 Bonus 36 51% 34 49% Satisfaction level of different welfare facility. 58
  59. 59. Grievance Management System INTERPRETATION: • Most of the respondents (79%) are satisfied with the leave policy but only few are not satisfied. • Most of the respondents (54%) are satisfied with the performance evaluation but few are not satisfied. 59
  60. 60. Grievance Management System • Majority of the respondents (90%) are not satisfied with the canteen facilities, only few respondents are satisfied. • Majority of the respondents (89%) are satisfied with the first aid activities, only few are not satisfied. • Majority of the respondents (89%) are satisfied with the medical check up, only few are not satisfied. • Majority of the respondents (91%) are satisfied with the safety measures, some are not satisfied. • Majority of the respondents (89%) are satisfied with the working environment, some are not satisfied. • Majority of the respondents (86%) are satisfied with the attendance procedure, only few are not satisfied. • Majority of the respondents (89%) are satisfied with the uniform, only some are not satisfied. • Most of the respondents (59%) are not satisfied with the allowances , only some are not satisfied. • Most of the respondents (66%) are not satisfied with the loan facilities, some are satisfied. • Most of the respondents(51%) are satisfied with the bonus given by the company, some are not satisfied. 7) Table showing the satisfaction level of the following factors. Particulars Satisfied Percentage Unsatisfied Percentage Job Allocation 62 89% 8 11% Time Frame 50 71% 15 29% Job Rotation 60 86% 10 14% 60
  61. 61. Grievance Management System INTERPRETATION: Majority of the respondents are satisfied with the job allocation(89%), time frame(71%) for completion of specific task and job rotation (86%) all these three elements increases the productivity of employee. 8) Table showing the awareness of long term agreement. Serial No. Opinion No. Of Respondents Percentage 1 YES 41 59% 2 NO 29 41% TOTAL 70 100% 61
  62. 62. Grievance Management System INTERPRETATION: Most of the respondent (59%) are aware of the long term agreement. Awareness of long term agreement will increase the employees commitment towards work and this shows company reveals all the job related information during the recruitment process. 9) Table showing the opportunity to express grievances to superiors. Serial No. Opinion No. Of Respondents Percentage 1 YES 63 90% 2 NO 7 10% 70 100% 62
  63. 63. Grievance Management System INTERPRETATION: Majority of the respondents (90%) are satisfied with the opportunity given to express their grievances to the superiors, only a few did not feel so. Which reveals that respondants feel free to express their problems regarding employment related problem. 10) Table showing the superiors contracted by employees to express their grievances. Serial No. Superiors No. Of Respondents Percentage 1 Supervisors 25 36% 2 Personnel 6 9% Department 3 Union 39 55% Total 70 100% 63
  64. 64. Grievance Management System INTERPRETATION: Majority of the respondents report their grievances to the union (55%) and supervisor(36%), which reveals that strong union is present in organization which solves the most of the problems. 11) Table showing the opinion of respondents towards their grievances being heard patiently. Serial No. Opinion No. Of Respondents Percentage 1 YES 56 80% 2 NO 10 10% 3 Depends 10 10% TOTAL 70 100% 64
  65. 65. Grievance Management System INTERPRETATION: Majority of the respondents (80%) are satisfied with the grievance heard by higher authority, which reveals that employees are given opportunity to express their grievance. 12) Table showing the management taking immediate steps to solve grievances. Serial No. Opinion No. Of Respondents Percentage 1 Strongly Agree 12 17% 2 Agree 21 30% 3 Neutral 29 42% 4 Disagree 5 7% 5 Strongly Disagree 3 4% TOTAL 70 100% 65
  66. 66. Grievance Management System INTERPRETATION: Most of the respondents (42%) do not want to express their opinion regarding immediate step taken by management to solve grievance, only few agree (17% strongly agree and 30% agree) immediate steps are taken to solve grievance, which reveals that management is giving importance to solve employees problem. 13) Table showing the method followed by the management to record grievances. Serial No. Methods No. Of Percentage Respondents 1 Directly 13 19% 2 Through Union 29 41% 3 Through Meeting 17 24% 4 Grievance Box 7 10% 5 Others 4 6% TOTAL 70 100% 66
  67. 67. Grievance Management System INTERPRETATION: Majority of grievance of respondents are recorded through union(41%) and through meeting (24%). Employees feel free to express their grievance directly to higher authority. 14) Table showing the immediate steps taken by the management to provide safety measures. Serial No. Opinion No. Of Respondents Percentage 1 YES 46 66% 2 NO 24 34% TOTAL 70 100% 67
  68. 68. Grievance Management System INTERPRETATION: Majority of the respondents (66%) are satisfied with immediate steps taken by the management to provide safety measures , this reveal importance is given by management for safety measures, importance given to safety measures will decrease the accident rate in organization. 15) Table showing the acceptance of complaints in written format. Serial No. Opinion No. Of. Percentage Respondents 1 YES 39 56% 2 NO 12 17% 3 Depends 19 27% TOTAL 70 100% 68
  69. 69. Grievance Management System INTERPRETATION: Majority of the respondents (56%) complains are accepted by management in written, which reveals that employees are free to express their grievance in written or oral form. 16) Table showing satisfaction of solutions given by the management to solve grievances. Serial No. Opinion No. Of Respondents Percentage 1 YES 55 78% 2 NO 15 22% TOTAL 70 100% 69
  70. 70. Grievance Management System INTERPRETATION: Majority of the respondents (78%) are satisfied with solution given for the grievance of employee, which reveals that management is solving most of the grievance of the employee. 17) Table showing the opinion about the punishments given by the management in the event of any misconduct. Serial No. Opinion No. Of Percentage Respondents 1 Highly Satisfied 8 11% 2 Satisfied 47 67% 3 Neutral 9 14% 4 Dissatisfaction 4 6% 5 Highly Dissatisfied 2 2% TOTAL 70 100% 70
  71. 71. Grievance Management System INTERPRETATION: Majority of the respondents (11% highly satisfied and 67% satisfied) are satisfied with the punishment given to the misconduct by the employee, which reveals that punishment is given as per the misconduct done by the employee. FINDINGS  Majority of employees are technically qualified , well experienced and between age group of 25-35 , all this will increase the efficiency of employee.  Employees participation, suggestion, ideas are less encouraged by the supervisor.  Sometimes raw material will not be available on time.  Working environment is good (Ventilation, Lighting, Drinking water facilities) are good. 71
  72. 72. Grievance Management System  Annual medical checkup are conducted but reports of checkup are not given soon.  Most of the employees feel they are not recognized for their performance.  Majority of employees are not satisfied with canteen facilities.  All departments are provided with first aid boxes.  Management gives primary importance to safety.  Once in a year company conduct sports and picnic for employees.  Almost all employees are satisfied with uniform provided by company, once in a year two sets of uniform are provided to all the employees.  Company is providing bonus as per bonus act.  Most of the employees are not satisfied with the loan facility provided by the company.  Employees complaints technical problems to supervisor and other problems to trade unions.  Almost all the employees are happy with the job rotation.  Good relationship between the team members.  Most of the employees feel more time is taken to solve the problem than needed. SUGGESTIONS  Employees participation, suggestion, ideas need to be encouraged by supervisor which will motivate the employees and will result in higher level of job satisfaction.  Performance appraisal system needs to be relooked by adopting the proper system to measure the performance of employees and it will make the employee feel satisfied for being recognized. 72
  73. 73. Grievance Management System  Recreation facilities like sports, picnic and others need to be relooked which will reduce the stress of employee.  Company needs to explore the policy of loan which will help the employees to increase the standard of living and their commitment towards enhancement of the organization.  A system of suggestion box can be implemented which will facilitate the employees to give their suggestion to improve the organization and performance of employees.  Time barrier must be fixed to solve problem at different levels which will encourage the employees to express their grievance.  Councelling of employees need to be done periodically which will help the organization to know the problem of employees and to solve them which will increase the job satisfaction as well as increase the efficiency of employees.  Transportation facility needs to be extended to all employees which will reduce the absenteeism and will also helps the employees to reach workplace on time. CONCLUSION Employees grievance is one of the prime reason for the employees performance, solving the employees grievance will lead to job satisfaction and increase the efficiency of the employee which will benefit both employee as well as organization. Grievance management is a major challenge in the company since the expectation of employees are increasing with changing life style. Employees have high 73
  74. 74. Grievance Management System expectation from company it is not possible to fulfill all their expectation but major of their expectation can be fulfilled. Considering the above analysis done in ABC Pvt.,Ltd. It can be observed that employees are satisfied with most of welfare , medical, safety facility provided by the company. Company is giving benefits as per the various enactment of labour law but there is still scope for improvement, which will benefit both organization and the employees. 74

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