Grievance Redressal of Employees
Transcript of Grievance Redressal of Employees
A Seminar Report On
GRIEVANCE REDRESSAL OFEMPLOYEES
Submitted in partial fulfillment of the degreeOf
Master of Human Resource Management (MHRM)As a part of the curriculum of semester-1
Supervised by: Submitted by:
Ms. Ankita Gangwal Divya PareekSr. Asstt. Prof & Head of Semseter-1Deptt.( PG Studies in ICGCommerce & Management)ICG
Department of PG Studies in Commerce & ManagementInternational College for Girls
Jaipur2009-10
ACKNOWLEDGEMENT
I wish to express my indebtedness and gratitude to the management of international college for girls for providing me a wonderful opportunity to gain knowledge by including this project as a part of the MHRM degree.I wish to serve a warm and special note of thanks to my guide and head of PG department Ms. Ankita Gangwal for the precious time sacrificed in guiding and helping me to complete this project successfully.
Divya PareekSemester-IICG
CONTENTS
S.NO TOPICS P. No.
1 Introduction 1-2
2. Grievance Redressal System 3
Introduction to Grievance 4-5
Forms of Grievance 6-7
Methods of Identifying Grievance 8-11
Causes of Grievance 12-13
Effects of Grievance 14-15
Presentation of Grievance 16-17
Role of Human Resource Department 18-19
Principles of Handling Grievance 20-22
Machinery for Handling Grievance 23-26
Benefits of Grievance Handling System 27-29
Essential of Grievance Procedure 30-31
3 Objective of Study 32
4 Research Methodology 33-35
5 Few examples from Different Industries 36
Infosys 36-37
Hotel Marriott 38
6 Conclusion 39-40
7 Bibliography 41
INTRODUCTION
Organizations are made up of people and function through people . Without
people and organizations cannot exist. The resources of men, money,
materials & machinery are collected , coordinated and utilized through
people, that is why people are the most significant resource of any
organization. This resource is called “HUMAN RESOURCE”.
Human resources represent the people at work. They are the sum total of the
inherent abilites, acquired knowledge and skills .They need to be united into
a team because without united human efforts, no organization can achieve
its goals.
HUMAN RESOURCE MANAGEMENT is that part of management
concerned with people at work & with their relationships within the
organization. It seeks to bring together men and women who make up an
enterprise, enabling each to make his own best contribution to its success
both as an individual and as a member of working group.
Human resource management is known by different names e.g. personnel
management, manpower management. Significance of human resource
management:
Attracting and retaining the required talent through effective human
resource planning, selection, placement, orientation, compensation
and promotion policies.
Developing the necessary skills and the right attitudes among the
employees through training , development, performance appraisal etc
Seeking willing cooperation of employees through motivation,
participation, grievance handling etc.
Utilizing the available human resources available.
Scope of human resource management is very wide.
Efficient management of the grievances of the employees is
one of the integral part of it.
A grievance is a sign of employee’s discontent with job and
its nature. The employee has got certain aspirations and
expectations which he thinks must be fulfilled by the
organization. When the organization fails to satisfy the
employee needs, he develops a feeling of discontent or
dissatisfaction. All organizations have grievances therefore
they need a sound grievance redressal system to tackle the
employee grievances, which could otherwise hamper the
growth of employee and the organization.
INTRODUCTION TO GRIEVANCE
The term "grievance" means "any discontent or dissatisfaction,
whether expressed or not and whether valid or not, arising out of anything
connected with the company that an employee thinks, believes or even feels,
is unfair, unjust or inequitable."
Said by Michael J. Jucius,
This definition is very broad and covers dissatisfactions which have
the following characteristics:
1. The discontent must arise out of something connected with the
company. Workers may be dissatisfied because of several reasons, e.g.,
illness in the family, quarrel with a neighbour, disliking for the political
party in power, and so on. Such outside sources are beyond the control
of the company and, therefore, do not constitute a grievance.
2. The discontent may be expressed or implied. Expressed grievances are
comparatively easy to recognize and are manifested in several ways,
eg., gossiping, jealously, active criticism, argumentation, increased
labour turnover, carelessness in the use of tools and materials, untidy
housekeeping, poor workmanship, etc. Unexpressed grievances are
indicated by indifference to work, day dreaming, absenteeism,
tardiness, etc. It is not wise to recognize only expressed grievances and
overlook the unexpressed ones. In fact, unexpressed or implied
grievances are more dangerous than the expressed ones because it is not
known when they may explode. Hence, the executive should develop a
seventh sense for anticipating grievances. He should be sensitive to
even the weak and 'implied' signals from the employee. An employee
may causally remarks that it is too hot in the room or that he has been
assigned a job that he does not like. All such casual remarks and
grumblings are grievances by implication. Only for a painstaking and
observant supervisor it is possible to discover what is bothering the
employees before they themselves are aware of grievances. The
personnel department can be helpful by training supervisor to become
proficient in observing employees. The techniques of attitude surveys
and statistical interpretations of trends of turnover, complaints,
transfers, suggestions, etc., are also helpful in this connection.
3. The discontent may be valid, legitimate and rational or untrue and
irrational or completely ludicrous. The point is that when a grievance
held by an employee comes to the notice of the management it cannot
usually dismiss it as irrational or untrue. Such grievances also have to
be attended to by the management in the same way as rational
grievances. We should know that a large part of our behaviour is
irrational. This may be largely due to our distorted perception.
Emotional grievances which are based upon sentiments (like love,
hatred, resentment, anger, envy, fear, etc.), misconceptions and lack of
thinking are examples of our irrational behaviour. These grievances are
the most difficult to handle.
FORMS OF GRIEVANCES
1. Factual :
When an employee is dissatisfied with his job, for genuine or factual
reasons like a breach of terms of employment or any other reasons
that are clearly attributed to the management, he is said to have a
factual grievance. Thus, factual grievances arise when the legitimate
needs are unfulfilled. The problem that he has is real and not virtual.
2. Imaginary :
When an employee's grievance or dissatisfaction is not because of any
factual or valid reason but because of any factual or valid reason but
because of wrong perception, wrong attitude or wrong information he
has. Such a grievance is called an imaginary grievance. Though it is
not the fault of management, the responsibility of dealing with it still
rests with the management. So the problem is not real. It is in the
mind or just a feeling towards someone of something. So be careful
your grievances could be very much imaginary!
Forms of Grievances
Factual Imaginary Disguised
3. Disguised :
An employee may have dissatisfaction for reasons that are unknown
to him. This may be because of pressures and frustrations that an
employee is feeling from other sources like is personal life. I am sure
you will agree that if you have fought at home and come to the
institute, you cannot concentrate in the class. Similarly if you have
had a bad day in the institute, that will reflect in the mood at home.
We are all humans and are sensitive to the environment that we
operate in!
The managers have to detect the disguised grievances and attend to
them by counseling the concerned employees. They have to find out
the root cause of the problem rather than find quick fix solution to
them.
METHOD OF IDENTIFYING GRIEVANCES
A rational HR manager always anticipate employee grievances in
advances and take step to tackle them before they become damaging and
dangerous to the organization. An average manager redresses grievances as
and when they crop up. An HR manager should make effort to know about
the latent grievances before they turn into actual serious disputes.
There are various means and methods of knowing about employee
grievances. They are as follows:
1. Observations : A supervisor or a manager can usually anticipate the
behaviour of people working under him. Employee's grievances can
be anticipated by their carelessness, absenteeism, wastage of
materials, or damaging tools. Supervisors work very close to the
scene of actual operations. Hence, they can easily find out the
unusual behaviour of workers and can take action promptly.
2. Opinion Surveys : Surveys can be conducted to know the opinions
of employees about the working environment, behaviour of the
supervisors, managers policies and personnel matters.
Observation
Opinion Survey
Gripe Boxes
Exit Interview
Grievance Procedure
Work Environment
Open Door Policy
Method of Identifying Grievances
3. Gripe Boxes : These are boxes in which the employees can drop
their anonymous complaints. They are different from the suggestion
boxes in which employees drop their named suggestions with an
intention to receive rewards, these boxes do not reveal the identity of
employees. An employee can express his feelings, complaints,
discontent or injustice very freely without any fear of punishment.
4. Exit Interviews : Many employees leave their present organizations
due to some discontent. By conducting 'Exit interviews' managers
can find out the real reasons due to which the employees is leaving
the organization. Employees can be encouraged to give a correct
picture about the firm so that lackings can be removed. Employee
can give the fearless answers to the questions asked. He may also be
given a questionnaire to fill up and answer the important questions.
Thus, exit interview can provide valuable information about poor
side of the firm.
5. Grievance Procedure : A systematic grievance procedure is the best
means to highlight employee dissatisfaction at various levels. In the
absence of such a procedure, grievances pile up and burst up in
violent forms at a future date.
6. Work Environment : The best way to know about grievances is to
know your work environment in which grievances occur in the first
place. Hone your ability to recognize, diagnose, and correct the
causes of potential employee dissatisfaction (such as unfair
appraisals, inequitable wages, or poor communications) before they
become grievances.
7. Open Door Policy : Some organizations extend a general invitation
to their employees to informally drop in the manager's room any
time and talk over their grievances. At first glance, this policy
appear both suitable and workable. Experience has shown that,
except in very small firms, it is rarely workable. In large concerns,
however, where there are several levels of management, it is
organizationally unsound to invite employees to take complaints
directly to a member of top management. Bypassing a lower
supervisor in this way has at least two undesirable consequences :
a. It prevents supervisor from getting first-hand information that is
stated or implied in the complaint.
b. When the complaint is not presented to the supervisor,
members of higher management lose a valuable opportunity to
assess a supervisor's skill. They do not k now what action, if
any, the supervisor would have taken to correct a ground for
dissatisfaction.
Beside above this policy may appear unattractive due to the following
limitations :
(1) Top management does not have the time to attend to
innumerable routine grievances.
(2) Top management remains unfamiliar with the actual work
situation in which the grievances developed.
(3) Some employees hesitate to be signed out as having a
grievance. Others are afraid they will incur their supervisor's
disfavour.
(4) This policy may also hide the top management's own hesitation
to make contacts with the workers.
(5) Open door policy inevitably weakens line authority of people at
organizational levels below and above the supervisor who was
originally bypassed.
All in all, then, there are such serious objections to the open-door
policy that a formal complaint and grievance procedure seems preferable.
8. Other Means : Group meetings, periodical interviews with
employees, collective bargaining sessions are some other means
through which one can get information's about employee's
dissatisfaction.
CAUSES OF GRIEVANCES
Grievances may arise due to the following reasons :
1. Grievances arising out of Working Conditions :
(i) Poor physical conditions of work place.
(ii)Very tight production standards.
(iii) Non-availability of proper tools and machines.
(iv) Unplanned changes in schedules and procedures.
(v)Failure to maintain proper discipline.
(vi) Mismatch of the worker with the job.
(vii) Poor relationship with the supervisor.
2. Grievances arising from Management Policy :
(i) Wage rates and method of wage payment.
(ii)Overtime and incentive schemes.
(iii) Seniority.
Working Conditions Management Policy Alleged Violation Personal Maladjustment
Causes of Grievances
(iv) Transfers.
(v)Promotion, demotion and discharge.
(vi) Lack of opportunities for career growth.
(vii) Penalties imposed for misconduct.
(viii) Hostility towards trade union.
(ix) Leave.
3. Grievances arising from Alleged Violation of :
(i) The collective bargaining agreement.
(ii) Company rules and regulations.
(iii) Central or State laws.
(iv) Responsibilities of management.
4. Grievances arising out of Personal Maladjustment :
(i) Over-ambition.
(ii) Excessive self-esteem.
(iii) Impractical attitude to life.
EFFECTS OF GRIEVANCES
Grievances, if they are not identified and redressed, may affect adversely the
workers, managers and the organization. The effects are :
On the Production :
Low quality of production and productivity.
Increase in the wastage of material, spoilage/ leakage of
machinery.
Increase in the cost of production per unit.
On the Employees :
Increases the rate of absenteeism and turnover.
Reduces the level of commitment, sincerity and punctuality.
Increase the incidence of accident.
Reduces the level of employee morale.
On the Production On the Employees On the Managers
Effects of Grievance
On the Managers :
Strains the superior-subordinate relations.
Increases the degree of supervision, control and follow up.
Increase in employee unrest and conflicts.
PRESENTATION OF GRIEVANCES
Informal and formal presentation of grievances have their
advantages and disadvantages.
Informal treatment of grievances avoids the fear of bringing in
writing and perpetuating the record of an employee being a chronic
grievance against the management. But informal and oral handling tends to
promote a feeling of inadequacy, less attention, and even inconsistent
treatment.
The recent trend in grievance handling has been towards Formal
procedures. It is the most common conflict management tool available to the
employers. In practice, formal grievances get more serious attention than do
informal complaints. The formal step provides for the grievances to be
presented in a written form. The reason for writing is not to generate a
bureaucratic culture but to inject a sense of responsibility.
Most enterprises have written grievance procedures patterned after the
Indian Labour Conference model. In exercising the right to present a
grievance, the employee needs to be free from restraint or coercion. An
aggrieved worker is likely to be emotionally upset and does not always feel
capable of putting his problem before co-employee of his choice. The
presentation of grievance to the first-line supervisor and its settlement at that
level is very important. First-line management is more familiar with the
workplace problem areas and so better capable of handling them.
A measure of success of the grievance redressal process is the extent
to which grievances are settled with skill, fairness, understanding and good
judgment. Emphasis is, therefore, placed for grievances being settled at the
first stage. Workplace grievances help the managers in learning the values of
persuasion, compromise and hard realities of gaining co-operation from men
of diverse interests. Front-line managers need to be trained to be factual and
analytical in grievance handling and to investigate and not to evaluate any
grievance.
ROLE OF HUMAN RESOURCE DEPARTMENT
Grievance handling is not the monopoly of a specialist or of a functional
department. The role of personnel department in this regard should be :
(a) To devise a sound grievance procedure which could serve as an
effective upward communication in the organization;
(b) To advise the line people about the importance of a sound grievance
handling system and its implementation;
(c) To train the staff people, especially the front-line supervisors, in
effective grievance handling and in counseling skills;
(d) To implement promptly the decisions taken by the grievance
committee, and for that matter to maintain effective and close liaison
with all concerned;
(e) To maintain records of the activities of the grievance committee such
as details of meetings held, actions taken and implemented;
(f) To take necessary follow-up action, review that procedure, and if
necessary, modify the existing procedure to suit the changing
circumstances; and
(g) To follow up individual cases of grievances settled and identify its
effect on the concerned individual worker and its impact on other
employees of the organization.
PRINCIPLES OF HANDLING GRIEVANCES
Handling grievances must be based upon well-considered principles
but such principles are not absolute insurance of success in dealing with
grievances because laws of human behaviour are nonexistent. However,
principles do work most of the time; hence, it is desirable to search them out
and rely on them as guides. In the field of handling grievances, a number of
principles have been distilled from the experience of many companies. Some
of these are discussed below.
1. Have Interview : In handling grievances, a considerable amount of
time must be spend talking to employees, gathering data from them,
and passing on various types of information. Such talks, to be most
effective, should follow definite patterns, and adhere to some well-
tested rules
2. Constructive Attitude : Wise managers seek to develop an attitude
towards employees that will result in gaining their confidence. Also,
avoid giving the impression the subordinates are ignorant. Managers
should not underestimate the intelligence of employees. The
management should give the impression that the viewpoints of
employees are considered to be fair unless proved otherwise.
Management should also display a sincere interest, in the problems of
employees and constructive willingness to be of help.
3. The Provisions should be Clear-Cut : No grievance procedure can
be expected to work satisfactorily unless there are definite provisions,
consistently adhered to, determining what is to be done, when, and by
whom, it is observed. "Unless these provisions are set up, made
known, and consistently adhered to, it is unrealistic to expect that
employees will cooperate by expressing their dissatisfactions to the
appropriate authority, in the correct form, and at a suitable time."
4. It should be Simple : The complaint and grievance procedure should
be sufficiently simple so that it can easily and quickly be explained to
each new employee before he begins working for the company, and so
that it can be readily understood even by a person who has had
relatively little formal education.
5. It should function Promptly : "Prompt action is not only desirable
from the complainant's point of view; it is also in management's
interest. Undue delay can be costly in the growth and spread of
employee dissatisfaction. While an employee is waiting to see what, if
anything, management will do about his complaint, his dissatisfaction
is apt to loom large in his mind. It is more realistic to recognize the
psychological fact that anything that annoys a person is important to
him. He will brood over it and magnify its significance. Furthermore,
any unnecessary delay constitutes another grievance."
6. Other Principles :
a) A grievance should be dealt with in the first instance at the
lowest level: that is, an employee should raise his grievance with
his immediate superior. It may be simple to settle it on the spot
and that will be the end of it. Even if it cannot be settled at that
level, the man's superior will know what is happening. This is
necessary not only to maintain his authority, but also to prevent
him from being aggrieved, as he will certainly be, if he is by
passed and hears of the complaint from his own superior.
b) It must be made clear to the employee what line of appeal is
available. If he cannot get satisfaction from his immediate
superior, he should known the next higher authority to which he
can go.
c) Since delay causes frustration and tempers may rise and rumors
spread around the work, it is essential that grievances should be
dealt with speedily. As it is said that a stitch in time saves nine.
Similarly the problems of the employees should be taken care of
by the management least it should become a major for the
management.
d) The grievance procedure should be set up with the participation
of the employees and it should be applicable to all in the
organization. The policies and rules regarding grievances should
be laid down after taking inputs from the employees and it should
be uniformly applicable to all in the organization. It should be
agreed that there would be recourse to the official machinery of
conciliation unless the procedure has been carried out and there is
still dissatisfaction, and moreover, there must be no direct action
on either side, which might prejudice the case or raise tempers
while the grievance is being investigated.
MACHINERY FOR HANDLING GRIEVANCES
To prompt organizational health, a systematic grievance procedure
must be established in the organization. Setting up and maintaining the
procedure is responsibility of top management, whether employees are
unionized or not. Every organization needs a permanent procedure for
handling grievances. This procedure usually consists of a number of steps
arranged in a hierarchy. The number of these steps varies with the size of the
organization.
The objectives of a grievance procedure are :
(a) To let aggrieved employees know what to do if they are
dissatisfied with their job or concern and where to look for or appeal
to.
(b) To have check on arbitrary management decisions.
(c) To promote fair and equitable treatment of employees.
(d) To protect the right of employees.
(e) To control the arbitrary use of managerial power and
authority.
(f) The minimize discontent of employees that may have
adverse effects on morale and willingness to work.
(g) To promote cooperation and productivity on the part of
employees.
The details of a grievance procedure or machinery may vary from
organization to organization. A standard procedure which is mostly followed
First we should consider the levels at which grievance occurs. The
best way to redress a grievance is to resolve it at the level at which it occurs.
A worker's grievance should be resolved by his immediate boss, the first line
Conciliation, Arbitration Adjudication
Middle ManagementMiddle Level Union
Leader
Top Management Top Union Leader
Supervisor Union Representative
Aggrievd Employee
Unsettled Grievance
Unsettled Grievance
Complaint or Grievance
4
3
2
1
A Four-steps Grievance Procedure
supervisor. The higher the discontent rises through the hierarchy, the more
difficult it is to resolve.
1. Immediate Boss Stage : In a unionized firm, the first stage of the
procedure usually involves three people: the aggrieved employee, his
immediate boss and the union representative. At this stage a
dissatisfied employee present a complaint to his immediate
supervisor. Mostly this interview ma be informal. Often the supervisor
can say or do whatever is necessary to satisfy the complaint. If the
complainant remains dissatisfied, e.g., because his supervisor cannot
take action on the complaint or dismisses it out of hand as being
without merit, the second step is in order.
2. Intermediate State : If the grievance is not redressed at the
supervisor's level, it will usually be referred to the head of the
concerned department. It is important that line management assume
prime responsibility for the settlement of a grievance. Any direct
involvement by personnel department may upset balance in line-staff
relations. At this stage, the complaint becomes an official grievance.
In organized concerns the written grievance not only states the
original complaint but also constitutes and appeal to higher
management against the action (or inaction) of a first-line supervisor.
The management representative concerned at this stage is the next
higher supervisor, usually the general foreman or the division
superintendent.
At the intermediate level, grievance can be settled with or without
union involvement. Excessive reliance on supervisor at this stage can
jeopardize the interests of the employee and effect the credibility of
the procedure.
3. Organisational Level : If a grievance is not settled at the intermediate
level also, is referred to the top management. By now, the grievance
may acquire some political importance. At this stage the tip leadership
of the union may also step in formally if the procedure provides for it
and informally if the procedure prohibits it.
4. Third Party Involvement : If the grievance has not been settled bi-
laterally within the organization, it goes to a third party. It could be
conciliation, arbitration or adjudication or the matter may even be
referred to a labour court. In the great majority of grievance
procedures (about 95 percent), the terminal step is voluntary
arbitration, i.e., appeal to an impartial arbitrator or umpire whose
decision the parties agree in advance to accept as final and binding.
Arbitration usually is limited to grievances involving disputes over the
interpretation or application of the labour agreement and not to
grievances or proposals the might involve a change in the agreement.
BENEFITS OF GRIEVANCE SYSTEM
Effective grievance system is an important and integral part of human
resource management. Grievances are natural in any organization. These
should be solved as early as possible, otherwise they can create serious
problems for the organization, the industry and society. If an individual's
grievances remain unattended and unresolved, these may damage the
morale, productivity and efficiency of employees. These may take the form
of collective disputes. These may become the cause of industrial unrest or
labour agitation. A systematic procedure should, therefore, be developed to
settle all grievances. Such a procedure provides the following benefits :
1. Provides Useful Data : Grievances provide useful data on the basis of
which the management can diagnose the problem and can initiate
corrective action.
2. Expression of Dissatisfaction : There are several ways in which
employees express their dissatisfaction ranging from apathy to a more
aggressive reaction of hostility or even violence. In fact, grievances
provide a channel to 'release the employees' discontent. Without the
system of grievances, unexpressed dissatisfaction may lead to harmful
effects and destructive activities. Due to grievance system, managers
can take corrective action before discontent get expressed in
undesirable behaviour.
3. Improves Mutual Understanding : A complaint and grievance
procedure, may provides an opportunity for mutual understanding and
solution of genuine complaints, or it may worsen existing
relationships. The way in which it is used is often a reflection of the
philosophies of management and union representatives. Managements
and unions can derive lasting benefit from procedures for handling
complaints and grievances.
4. Affects Morale : A suppressed grievance may be more damaging to
morale and productivity than one which has been aired through and
orderly procedure. The purpose of both a line manger and a personnel
administrator in analyzing complaints and grievances is to help raise
employee morale and to increases operating efficiency. Grievances
represent situations in which employees feel that they have not been
treated fairly. They are, therefore, rather direct indicators of individual
morale.
5. Other Benefits :
a. It brings grievances into the open so that management can learn
about them and try corrective action.
b. It helps in preventing grievances from assuming big proportions.
The management catches and solves a grievance before it
becomes a dispute.
c. It helps in establishing and maintaining a work culture or way of
life.
d. It serves as an outlet for employee gripes, discontent and
frustrations.
e. It helps in preventing grievances from assuming dangerous
proportions. Management came solve a grievance before it
become a dispute. It is an orderly and expeditious means for
redressal of grievances.
f. It enables the management to know the attitudes and feelings of
employees concerning the policies, rules and practices of the
organization. With such knowledge necessary improvements in
policies and rules can be made.
g. It provides the workers a formal opportunity for expressing their
fears, anxiety and dissatisfaction. Such release of emotions helps
to improve the morale and productivity of employees.
h. It helps to maintain cordial relations in the industry. It brings
uniformity in the handling of grievances. It also stimulates
confidence in employees and builds a sense of security among
them. It enables both the parties to settle the grievances to their
mutual satisfaction.
i. It serves as a check upon arbitrary and biased action on the part
of management. Managers know that their actions can be
reviewed and challenged and, therefore, become more careful.
Overall a well-designed and properly structured grievance redressal
procedure provides: (a) channel of avenue by which any aggrieved employee
may present his grievance; (b) a procedure which ensures that there will be a
systematic handling of every grievance; (c) a method by which an aggrieved
employee can relieve his feelings of dissatisfaction with his job, working
conditions, or with the management; and (d) a means of ensuring that there
is some measure of promptness in the handling of the grievance.
ESSENTIALS OF A GRIEVANCE PROCEDURE
A grievance procedure should incorporate the following features :
1. Conformity with existing legislation : The procedure should be
designed in conformity with the existing statutory provisions. Where
practicable, the procedure can make use of such machinery as the law
might have already provided for.
2. Acceptability : Everybody must accept the grievance procedure. In
order to be generally acceptable, it must ensure the following :
A sense of fair-play and justice to the worker.
Reasonable exercise of authority to the manager, and
Adequate participation of the union.
3. Simplicity : The following points should be noted in this regard:
The procedure should be simple enough to be understood by ever
employee.
The steps should be as few as possible.
Channels for handling grievances should be carefully developed.
Employees must know the authorities to be contacted at various
levels.
Information about the procedure should be thoroughly among all
employees through pictures, charts, diagrams etc.
4. Promptness : Speedy settlement of a grievance is the cornerstone of a
sound hr policy. It should be remembered that justice delayed is
justice denied. The procedure should aim at a rapid disposal of the
grievance. This can be achieved by incorporating the following
feature in the procedure:
(a) As far as possible, grievances should be settled at the lowest
level.
(b) No matter should ordinarily be taken up at more than two level,
i.e. normally there should be only one appeal.
(c) Time limit should be placed at each step and it should be rigidly
followed at each level.
5. Training : In order to ensure effective working of the grievance
procedure, the supervisors and the union representatives should be
given training in working of the grievance procedure. All the policies
should be conveyed to the concerned parties.
6. Follow-up : The hr department should review the working of the
grievance procedure periodically and necessary changes should be
introduced to make it more effective. A regular follow up of the
system increases the faith of the people in the system. Therefore it the
grievance procedure should be reviewed whenever it is so required.
OBJECTIVE OF STUDY
To gain insight on the grievances faced by the employees in their
work environment.
To learn its negative effects on the work of the employees as well
as the organization.
Grievance Redressal System which need to be followed in every
organization.
Essential and benefits of the grievance redressal system for the
employees and the organization.
RESEARCH METHODOLOGY
Research is a careful investigation or inquiry specially through search for new facts in any branch of knowledge.
According to Redman & Mory research is a “systematized effort to gain new knowledge.”
TYPES OF RESEARCH
DESCRIPTIVE Vs ANALYTICALDescriptive research includes surveys and facts finding enquiries of different kinds. The major purpose of the descriptive research is description of the state of affairs as it exists at present. The main characteristic of this method is that the researcher has no control over the variables, he can only report what has happened or what is happening eg frequency of shopping,
ANALYTICAL RESEARCH has to use facts or information already available & analyse to make a critical evaluation of the material.
APPLIED Vs FUNDAMENTALApplied research aims at finding a solution for an immediate problem facing a society or business organizations.
FUNDAMENTAL RESEARCH is mainly concerned with
generalizations & with the formulation of a theory. Fundamentalor Basic research is directed towards finding information that has a broad base of applications.
QUANTITATIVE Vs OUALITATIVE RESEARCHQuantitative research is based on the measurement of quantity or amount It is applicable to phenomena that can be expressed in terms of quantity.
QUALITATIVE RESEARCH
It is concerned with qualitative phenomenon that is phenomena relating to or involving quality or kind. ‘Motivation researchIs a type of qualitative research.
CONCEPTUAL RESEARCH Vs EMPRICAL RESEARCH
Conceptual research is related to some abstract ideas or theory. It is generally used by philosophers & thinkers to develop new concepts or reinterpret the existing one.
EMPRICAL RESEARCHIt is data based research, coming up with conclusions which are Capable of being verified by observation or experiment.
RESEARCH METHODOLOGY
Research methodology is a way to systematically solve the research problem.
TYPES OF DATA Primary data Secondary data
Primary data are those which are collected afresh and for the first time and thus happen to be original in character.
Secondary data are those which have already been collected by someone else and which have already been passed through the statistical process.
In this report, case study secondary data has been used.
FEW EXAMPLES FROM DIFFERENT INDUSTRIES
INFOSYS
SEXUAL HARASSEMENT AT INFOSYS:
Infosys Technologies Limited, is a multinational information technology services company headquartered in Banguluru.It is one of the India’s largest IT company.
In 2001-03 it was surrounded with the charges of sexual harassment& unlawful termination made by an employee.Phaneesh Murthy, a top level executive & a director on the company board , was accused of sexually harassing and unlawfully terminating his subordinate, Reka Maximovitch. All this happened in and around the US offices of Infosys. While sexual harassement of female employees was prevalent in the country, it was not reported or ignored. Either the victim kept quiteout of fear or the matter was some how hushed by the management.The case attracted a lot of media coverage. Phaneesh was an integral part of Infosys ‘s success story. He was liked and respected by all. He successfully set up the company’s overseas business. He was often called the ‘other Murthy’ of Infosys.He was the highest paid executive in the company. But he had to resign as a lawsuit was filed by Reka against him.Initially the stance adopted by Infosys in this case seemed to go against its image (model of good corporate governance).But later Infosys issued a press release that categorically stated that
Phaneesh would not be taken back after the case was settled.
Learning Lesson For Infosys
Infosys had taken several measures to strengthen its grievance redressal procedures & had designed & implemented an effective sexual harassement policy. Narayan Murthy said “ the litigation is behind us. We have taken further steps to strengthen our internal processes & improve the checks and balances to handle similar situations. Infosys conducted a course for all its officers & members (in India as well as abroad) on sexual harassment and the importance of being sensitized about the issue.
MARRIOTT
MARRIOTT INTERNATIONAL, Inc is a worldwide operator & franchisor of a broad portfolio of hotels & related lodging facilities.It was founded by J.W MARRIOTT.
GREIVANCE REDRESSAL SYSTEM AT MARRIOTT:By the mid 1990’s, Marriott had a comprehensive complaint Resolution system also known as the Guarantee of Fair Treatment,To ensure that employees grievances are properly addressed.Under guarantee of fair treatment, complaints passed through successive stages in Marriott’s hierarchy, starting with the immediate superior, depending on whether or not the said employee was happy with the redress response given at each stage.However given the decentralized nature of Marriott’s operations& with managers handling several tasks, resolution of the complaints resolution while continuing with guarantee of fair treatment.These methods included mediation, a toll-free hotline & peer-review.
BENEFITSMarriott’s efforts over the decades to develop an eco-friendly `work place earned it widespread recognition in the hospitality industry. It reaped benefits like higher employee satisfaction, less turnover,motivated workforce.
CONCLUSION
1)A Grievance refers to any form of discontent or dissatisfaction with his job or its nature.
2)Every grievance must be considered important no matter how irrelevant or insignificant it may seem.
3)Working conditions, management policy, personal maladjustment are its main causes.
4)If not redressed properly grievances may have an adverse effect on the workers, managers and the organization.
5)While dealing with the grievances of the subordinatesFollowing points should be kept in the mind of the subordinates:
A grievance may or may not be real. Grievance may arise out of not cuase but
multifarious causes. Every individual does not give expression to his
grievance.
6)Effective grievance procedure for every organization is the need of the hour because:
It provides useful data. Expression of dissatisfaction. Effect morale and productivity.
7)Legal sanctity, acceptability, promptness, simplicity, training and follow-up are the essentials of a sound grievance procedure.
8)Some feedback method must be used by the organization like:
To ask whether or not the employee is satisfied with the decision.
To have a general discussion with the employee about the decision.
To ask others about a given employee’s reaction
BIBLIOGRAPHY
1. Gupta, C.B, Human Resource Management, New Delhi, Sultan Chand & Sons, Edition seventh, 2006
2. Tripathi, P.C, Human Resource Management, New Delhi, Sultan Chand & Sons, Edition fifth, 2008.
3. Mamoria, C.B, Mamoria, Satish, Gankar, S.V, Dynamics of Industrial Relations, Mumbai, Himalaya Publishing House, Edition fifteenth, 2006
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5. www. icmrindia.com
6. www. wikipedia. com