1. Not For Distribution or Use Outside of Mondelēz International
Grievance Redressal
ZERO Loss
Approach to
2. Traditional Approach “Solve the Grievances”
Recording
Coordinat
ion with
Stakehold
ers
Solutions
with in
Agreed time
frame
Feedback
to SFC’s
Focus the
Time &
Closing %
Grievances - Rec Vs Closed
Month Rec Closed
Pending
till date
%
Closed
with in
time
frame
Grievances
Pending
beyond time
March 21 21 0 100.00 0
April 63 62 1 98.41 2
May 91 82 10 90.11 9
June 139 130 19 93.53 2
July 150 149 20 99.33 1
August 375 369 26 98.40 24
September 466 392 100 84.12 20
October 370 325 57 87.84 28
November 178 150 49 84.27 0
December 145 113 47 77.93 2
Total 1998 1793 47 89.74
Happy Customers Best Approach Till 2012
4. Discussion With Team & Use of DMAIC Methodology
We can Use IL6S
tools to reduce
Grievances !!!!
Define
Measure
Analyze
Innovative
Improvement
Control
Control Define
Measure
Analyse
Improve
Grievances Rec. 2187 (Apr
12 to Mar 13) resulting 1040
Man hrs lost
•Baseline 0.13 GEM
•Target 0.06 GEM
Out of 2187 Grievances
76% was from Salary &
12% from Staff Sale
25 Grievances Category
identified , Set focus on
6 Top Categories
5. Brainstorming With Team & Use of IL6S Tools
Team WorkTill Date –
A Snap Shot
•Pain Area : Salary & Staff Sale related Grievances
•Identified Top 3 Cat in Salary & 2 Cat in Staff Sale
Pareto
•Identified 4 Low Hanging Fruits
•Identified other 18 Grievances Cat, till date not recorded anywhere,
but can become potential ER Issues in future
Fishbone
•Identified Top 8 Issues to focus & there impact on ER relations
•Helps in identifying Controls, action plans to reduce grievance
FMEA
6. Result During Analyses & Improve Phase
CI Tools
Actions
implemented
Team work
Grievances
Reduction up
to 52%
&
The Journey
Continuous
8. Action Implemented – Salary Related
1. Guidance to Time office personal for taking extra care while preparing Daily Att. Report
specifically on following steps:
A) While Removing duplicate entries, Mgr entries
B) While Copying to Master File (Cross check with selection with Col Nos enteries)
C) While removing C Shift Exit entries as First Swipe
D) In Case of Machine error, update master att from att. Log books immediately without any
delay.
2. Update Master ROTA before starting of the month, it is very important to update it as soon as
any change requested.
3. Update Master Att. file for W/O after Master ROTA updation.
4. While Update leaves from Leave cards, also check for any C/O & shift change request and
update the master ROTA immediately.
5. Update Manual entry, Gate Pass Entry on daily basis.
6. Pass Other Unit Manual Entry immediately to other Unit Time Office personal.
7. Prepare different Files for LTA/Medical/VPF/Advance salary/PF Nomination and update it
monthly. (forms to be signed off after including it in salary preparation file – Pending)
8. Prepare Different Files for Personal forms and update it in ascending order for all live
employees.
9. Action Implemented – Salary Related
9. Preparing direct PMS Payroll report by HRBP’s and send it to Time office for salary
preparation.
10. Monthly tracking of Bal. Leaves, sample checking with leave cards with excel report.
11. Before preparing LWOP report , cross check with both time office personals for updated
Master att. and also take last month solved grievances list to be included in current
month salary.
12. Prepare LWOP report only on or after 24th to enable updation of all leaves specially for
19th & 20th and correction of attendance through grievance tracker.
13. After Preparing LWOP report cross check total Absent days in LWOP report & Master att
file.
14. Update all OT forms on same day & take extra care while updating for all entries (DO Not
update forms while Interaction time with SFC’s)
15. For blocking & unblocking personal area confirm from HRBP’s (Pending)
16. Prepare SOP for all time office report (Pending)
17. Keep Maximum 2 month att in Master att file. (Pending)
10. Action Implemented – Staff Sale Related
1. Preparing Common staff sale requirement format instead of different forms.
2. Putting more controls on deduction file like auto calculation of amount, auto generation
of name. (Pending)
3. Awareness around deduction of staff sale by notice.
4. Preparing direct Staff sale payroll deduction report. (Pending)
