Grievance handling

"PROBLEMS PERTAINING TO EMPLOYEE’S GRIEVANCES HANDLING AT BANASHANKARI BIG BAZAAR, BANGALORE." Project Report submitted in partial fulfillment of the requirements for the award of the Degree of MASTER OF BUSINESS ADMINISTRATION of BANGALORE UNIVERSITY By Kumar Swamy T U Register No. 141GCMD049 Under the guidance of

Mr. Manjunath S.M Asst. Professor

Rashtreeya Sikshana Samithi Trust

R V INSTITUTE OF MANAGEMENT CA-17, 36th Cross, 26th Main, 4th ‘T’ Block, Jayanagar, Bangalore – 560 041 2015–2016

DECLARATION BY THE STUDENT

I hereby declare that the Project Report titled “PROBLEMS PERTAINING TO EMPLOYEE’S GRIEVANCES HANDLING AT BANASHANKARI

BIG

BAZAAR, BANGALORE.’’ is the result of the project work carried out by me

under the guidance of Mr. Manjunath S M, Assistant Professor, RVIM and Mr. Amit Kumar Dwivedi Senior Executive - HR in Big Bazaar, Banashankari, in partial fulfillment for the award of Master’s Degree in Business Administration by Bangalore University. I also declare that this project is the outcome of my own efforts and that it has not been submitted to any other University or Institute for the award of any other Degree or Diploma or Certificate.

Place: Bangalore Date:

Kumar Swamy T U 141GCMD049

RashtreeyaSikshanaSamithi Trust

R V Institute of Management th

th

th

CA – 17, 36 Cross, 26 Main, 4 T Block Jayanagar, Bangalore – 560 041

CERTIFICATE BY GUIDE

This is to certify that the Project Report titled “PROBLEMS PERTAINING TO EMPLOYEE’S GRIEVANCES HANDLING AT BANASHANKARI

BIG

BAZAAR, BANGALORE.’’ submitted by Mr. Kumar Swamy T U; bearing

Register Number 141GCMD049 to Bangalore University, Bangalore for the award of Degree of Master of Business Administration is a record of work carried out by him under my guidance.


Mr. Manjunath S M Sr. Assistant Professor

CERTIFICATE BY MENTOR

This is to certify that the Mr. Kumar Swamy T U bearing Register Number 141GCMD049 of R V Institute of Management, Bangalore, has undertaken Project on the topic “Problems Pertaining to Employee’s Grievances Handling at Banashankari Big Bazaar, Bangalore.’’ between 15/07/2015 and

15/08/2015

under my mentorship.


Mr. Amit Kumar Dwivedi

Senior Executive - HR

CERTIFICATE OF ORIGINALITY Date: This is to certify that the Project Report titled “Problem Pertaining to Employees Grievances Handling at Banashankari Big Bazaar, Bangalore.’’ is an original work of Mr. Kumar Swamy T U bearing University Register Number 141GCMD049 and is being submitted in partial fulfillment for the award of the Master’s Degree in Business Administration of Bangalore University. The report has not been submitted earlier either to this University /Institution for the fulfillment of the requirement of any course of study. Mr. Kumar Swamy T U is guided by Mr. Manjunath S.M who is the Faculty Guide as per the regulations of Bangalore University.

Dr. T V Raju Director

Acknowledgement I take this opportunity to express my sincere and heartfelt thanks to all those who have contributed their valuable assistance and support to complete my project. I hereby extend my sincere thanks and gratitude to Dr. T V Raju, Director, R V Institute of Management for providing me an opportunity to take up this study. I owe my success and gratitude to my internal guide Mr. Manjunath S M Assistant Professor, R V Institute of Management for his constant support, guidance and help which has led to successful completion of my study. I also submit my heartfelt thanks to Mr. Amit Kumar Diwidi Senior Executive HR Manager, Banashankari Big Bazaar my external guide and all staff members at Big Bazaar who have been a great source of rendering valuable information and support for the study. I submit my sincere thanks to all the faculty and non teaching staff of RVIM for providing every form of assistance whenever required. Last but not the least, I submit my sincere thanks to my parents, friends and all others who have been indirectly encouraged for the completion of my project.

Date:Place: Bangalore

Kumar Swamy T U

CHAPTER 1 INTRODUCTION

CONTENT Chapter No.

Chapter Title

Page Numbers

Executive Summary 1

INTRODUCTION 1.1. History of Future Retail 1.2.Vision , Mission & Values 1.3. Brands Under Future Group 1.4. Big Bazaar 1.5. Banashankari Big Bazaar 1.6. Major competitors 1.7. Milestone and Achievements 1.8. SWOT Analysis 1.9. Introduction to Grievance Handling 1.10. Grievance handling procedure

2

METHODOLOGY

1-15 1 2 3 3 4 5 5 6 7 14 16-19

2.1. Statement of the Problem 2.2. Need and Relevance

16

2.3.Objectives of the Study

16

2.4. Scope of the Study

16

2.5. Methodology

17

2.6. Plan of Analysis

18

2.7. Tools used for Analysis

18

2.8. Limitations of the Study

19

16

3

DATA ANALYSIS

20 - 38

4

FINDINGS, CONCLUSION & SUGGESTIONS

39- 42

4.1 Findings

39

4.2 Conclusion

40

4.3 Suggestions

41

4.4 Experiences & Learning

42

References Detailed account of work done for every day with date Annexure

LIST OF TABLES Tabl e No. 1.1

Table showing the highlights of the Big Bazaar

1.2

Table showing the SWOT Analysis of Big Bazaar.

06

3.1

Table showing the respondents based on Gender in the organization.

20

3.2

Table showing the Age of the employees

21

3.3

Table showing the Education Qualification of the employees.

22

3.4

Table showing the Distribution of Respondents by Designation.

23

3.5

Table showing the Working Experience of the employees at Big Bazaar.

24

3.6

Table showing the supportive work culture at the organization.

25

3.7

Table showing grievance in the work environment of the organization.

26

3.8

Table showing grievance due to work load in the Organization.

27

3.9

Table showing grievance due to wage & salary provided to the employees.

28

3.10

Table showing grievance due to work group in the organization.

29

3.11

Table showing awareness of Redressal procedure by the employees.

30

3.12

Table showing the explanation of grievance handling procedure to the employees. Table showing the responses of the superior relating to the grievance of the employees.

31

3.13

Description

Pag e. No 03

32

3.14

Table showing the satisfaction level of employees towards the management decisions regarding the grievances.

33

3.15

Table showing the satisfaction level of the employee grievances handling policy of the organization.

34

3.16

Table showing opportunity provided to go for the higher authority.

35

3.17

Table showing provision for temporary relief to the employees till the settlement of the grievance.

36

3.18

Table showing effectiveness of management in settling the employee’s grievance.

37

3.19

Table showing the grievance handling is a major factor for job satisfaction.

38

LIST OF CHARTS Tabl e No. 3.1 3.2 3.3 3.4 3.5 3.6 3.7 3.8 3.9 3.10 3.11 3.12

Description Chart showing the respondents based on Gender in the organization. Chart showing the Age of the employees.

Pag e. No 20 21

Chart showing the educational qualification of the employees. Chart Showing the Distribution of respondents by Designation. Chart showing the work experience of the employees at Big Bazaar Chart showing the supportive work culture at the organization. Chart showing of grievance in the work environment of the organization.

22

Chart showing of grievance due to work load in the organization. Chart showing grievance due to wage & salary provided to the employees.

27

Chart showing existence of grievance due to work Group in the Organization. Chart showing awareness of Redressal procedure by the employees Chart showing the explanation of grievance handling procedure to the employees.

23 24 25 26

28 29 30 31

3.13

Chart showing the responses of the superior relating to the grievances of the employees.

32

3.14

Chart showing satisfaction level of employees towards the management decisions regarding the grievances

33

3.15 3.16 3.17

Chart showing the satisfaction level of the employees grievances handling policy in the organization Chart showing opportunity provided to go for the higher authority. Chart showing for temporary relief to the employees till settlement of the grievance.

34 35 36

3.18

Chart showing effectiveness of management in settling the employee’s grievance.

37

3.19

Chart showing grievance handling is a major factor for job satisfaction.

38

Executive Summary Future Retail brings multiple products, Opportunities to millions of customers in India. Future Retail understands the soul of consumers. Future Retail has nearly 30,000 employees all around the country including contract and non – contract th

th

Employees. Banashankari Big Bazaar was opened on 6 January 2011. It is the 145

Big Bazaar of Pantaloon Retail [India] Ltd; it has occupied space of 1 Lakh sq.ft. In this Banashankari Big Bazaar, various consumer products are sold on day to day basis. Nearly 200 employees are working in this store to attend the customers in the store directly or indirectly. It is important to look after the grievances and the difficulties faced by the employees while working in the organization. For this reason, it becomes essential to study employee’s grievances. Because a happy employee while working in the organization ensures work efficiency and contributes to the overall development of the organization. In this regard, a study is taken up on Problems Pertaining to Employee’s Grievances Handling at Banashankari Big Bazaar, Bangalore. The main objective of the study is to understand the effectiveness of grievance handling in the organization and also the awareness level of the employees about the Grievance Handling procedures. The methodology used to collect the information is through questionnaire method, the other methods used to collect the information are Interview and Observation. The secondary data were collected from different sources that were Internet, Books, Journals, company books etc. Convenient sampling technique was used to select samples. Samples of 40 employees were taken from the Banashankari Big Bazaar Branch, Bangalore. From the study, it is found that the organization do not have any particular grievance cell or committee to redress the grievance of employees. Employee files grievance with the immediate senior and it goes to the top management in hierarchy. The major Grievance noticed in the organization was related to work load and Salary of the employees. It was also found from the study that the immediate supervisor will respond to the grievance and have the capability to solve the grievances of the Employees. The employees of Future Retail are almost satisfied with decisions taken by authority. The majority of the respondents said redressal of employee’s grievances brings more job satisfaction.

Problems Pertaining to Employee’s Grievances Handling at Banashankari Big Bazaar, Bangalore.

COMPANY PROFILE: 1.1 History of Future Retail: Every day, Future Retail brings multiple products, opportunities and services to millions of customers in India. Through more than over 17 million square feet of retail space. The Company serves customers in 102 cities across the country. Most of all, ithelp India shop, save and realize dreams and aspirations to live a better quality of life every day. The Future Retail was established in the year 1994 by Mr. Kishore Biyani. The first store opened in Calcutta in 2001. Future Retail was incorporated in 1987as men‟s wear which launched pantaloons trousers. The company operates over 16million square feet of retail space has over 1,000 stores across 73 cities in India and employs over 30,000 people. Future retail, formerly known as Pantaloon Retail Ltd, and future ventures India agreed in November 2012 to demerge their fashion business into a new listed unit that will simplify the business into 3 segments. Future value retail is a wholly owned subsidiary of Pantaloon Retail Ltd. The Organization operates 148 Big Bazaar stores, 169 Food Bazaars Stores among other formats, in over 70 cities across the country, covering an operational retail space of over 6 million square feet. Future Retail understands the soul of Indian consumers. As one of India‟s retail pioneers with multiple retail formats, the group has a diverse and passionate community of Indian buyers, sellers and businesses. The collective impact

on

business is staggering: Around 300 million customers walk into stores each year and choose products and services supplied by over 30,000 small, medium and large entrepreneurs and manufacturers from across India and this number are set to grow. Future Group employs 36,000 people directly from every section of our society. The Group source supplies from enterprises across the country, creating

fresh

employment, impacting livelihoods, empowering local communities and fostering mutual growth. The Groupbelieves in the „Indian dream‟ and has aligned the business practices to the larger objective of being a premier catalyst in India‟s consumption-led growth story. RV Institute of Management, Bangalore.

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Working towards this end, they are ushering positive socio-economic changes in communities to help the Indian dream fly high and the ‘Sone Ki Chidiya’ soar once again. This approach remains embedded in theirethos even as the grouprapidly expands their footprints deeper into India. 1.2 Vision, Mission and Values Vision Future group shall deliver everything,everywhere, every time for every Indian customer in the most profitable manner. Mission We share the vision and belief that our customers and stakeholders shall be served only by creating and executing future scenarios in the consumption space leading to the economic development. We will be the trend setters in the evolving delivery formats creating retail realty, making consumption affordable for all customer segments for classes and for masses. We shall infuse Indian brands with confidence and renewed ambition. We shall be efficient and cost-conscious and committed to quality in whatever we do. We shall ensure that our positive attitude, sincerity, humility, and

united

determination shall be the driving force in making us the success. Values 

Indiannesss :- Confidence in themselves.



Leadership:-To be a leader, both in thought and business.



Respect and humility:-To respect every individual and be humble in our conduct.



Introspection:- Leading to purposeful thinking.



Openness:-To be open and receptive to new ideas,

knowledge and

information. 

Valuing and Nurturing relationship :- To build long term relationship.



Adaptability :- To be flexible and adaptable to meet the challenges.

RV Institute of Management, Bangalore.

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1.3 Brands Under Future Group

1.4 Big Bazaar: Big Bazaar is a chain of department stores in India, currently with 152 outlets. On october 12 - 2001 the company launched its Big Bazaar with 30,000 sq.ft in Kolkatta as its offering in the value of retailing segment. The Big Bazaar provides more than 2,00,000 items (food, kitchen needs, stationary, toys, electronics, furniture, cloths, foot wear etc) Big Bazaar is located on top most cities like Mumbai, Delhi, Kolkata, Chennai, Banglore, Pune, Hyderabad. And located on tire one cities in Nasik, Nagpur, +Kochi, Durgapur also located on tire 2 cities in Manglore, Mysore, Hubli, Calicut, Belgum, as well as Bangalore. Table 1.1 – Showing the highlights of the Big Bazaar Big Bazaar

Hyper market chain in India

Outlet

152 out lets

Parent group

Future Value Retail Ltd.

Owner

Kishore Biyani (CEO)

Founded

2001

Head quarter

Jogeshwari, Mumbai

Industry

Retail

Website

www.bigbazaar.com

Tagline

Naya India ka Bazaar


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Big Bazaar people Management System Big Bazaar people management system is built on 5 pillars of people based growth : a. Culture Building b. Performance Management through Balanced Score Card c. People Processes d. Management Processes e. Leadership Excellence 1.5 Banashankari Big Bazaar th

th

Banashankari Big Bazaar was opened on 6 January 2011. It is the 145 Big Bazaar of Pantaloon Retail [India] Ltd; it has occupied space of 1,00,000sq.ft. This store is of 3 floors and divided into 4 levels based on the nature of products. There are 6 major departments in this store. Almost all people who are residing near big bazaar visit for their day to-day purchases. As this store is big enough with 4 levels and 6 departments has long product range and product depth. Once a customer get inside the store he will find all kinds of products available that may be Food item, Cosmetic, Electronic, Garments, Furniture etc.because of these features it has a very good reputation in that area and customers who are residing far away and in other areas they also visit the store. In Big Bazaar Family centre, Banashankari, people can definitely get the

best

products at better price. It sells variety of merchandise at affordable rates; the prices which it claims are lowest in the city. Usually, the items are clubbed together for offers to customers and it also offers weekend as well as monthly discounts.


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Wednesday Bazaar:The concept of Wednesday Bazaar was promoted as „Hafte ka Sabse Sasta Din‟. Initiated in January 2007, the idea behind this scheme was to draw customers to stores on Wednesdays, the day when consumer presence is usually less. According to the chain, the aim of the concept was to give homemakers the power to save the most. Maha Bachat:The concept of „Maha Bachat‟ (Mega Saving) was introduced in the year 2006 as a single day campaign with promotional offers across the company outlets. Over the years, the concept has grown to become a six-day biannual campaign. During the campaign, offers are given in all the value formats including Big Bazaar,

Food

Bazaar, Electronic Bazaar, Furniture Bazaar, Fashion bazaar. The Great Exchange offer:Introduced on 12 February 2009, „The Great Exchange Offer‟ allows customers to exchange their old goods for Big Bazaar coupons. The coupons can be redeemed later for buying brand new goods from big bazaar outlets across the nation. 1.6 MajorCompetitors:Major competitors of Big Bazaar are: 

Reliance retail



Birla group retail



K. Raheja Group



Walmart



Croma

1.7 Milestones and Achievements  2013: Future Retail Ltd won the Best Run award in IT ( Technology solutions) at SAP ACE 2013.  2012 : Future supply chain awarded as best FMCG3PL Company at express, logistics and Supply chain conclave.  2011: Most Admired Large Format National Fashion Retailer of the Year – Central


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 2010: Most Admired Food and Grocery Retailer of the Year : Private Labels – Food Bazaar.  2009: Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar.

1.8 SWOT Analysis Table 1.2 – Showing the SWOT Analysis of Big Bazaar.

Strengths 

Wide presence in India



Efficient, cost conscious, committed quality service.



High brand equity in evolving market



Variety of products under one roof.



Leadership

Weaknesses 

and Towns 

Opportunities 

Evolving customer preference in recent Organized retail is minute in India



Global expansion and tie ups with

Competition from global players .

Threats 

years. 

Dependent only in major cities

Global players trying to enter into Indian market.



High Competitors

international brands.


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1.9 Introduction to GrievanceHandling :A Grievance is any dissatisfaction or feeling of injustice having connection with one‟s employment situation which is brought to the attention of management. Speaking broadly a grievance is any dissatisfaction that adversely affects organizational relations, profits, productivity. To understand what a grievance is, it is necessary to distinguish between dissatisfaction, compliant, misunderstanding and grievance. 

Dissatisfaction is anything that disturbs an employee, whether or not the unrest is expressed in words.



Compliant is a spoken or written dissatisfaction brought to the attention of the supervisor or the shop steward.



Grievance is a complaint that has been formally presented to a management representative or to a union official.

Meaning :Redressal of Employees Grievances is an essential part of any business. It means to help to solve problem of an employee who is in trouble and wants some kind of help. There will be a structure, regulations and rules in organization. Definition:According to MichaelJucius, 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 inequitable.”

Objectives of Grievance Handling 1. To enable the employee to air their grievance. 2. To clarify the nature of the grievance. 3. To investigate the reasons for dissatisfaction. 4. To obtain where possible,a speedy resolution to the problem. 5. To take appropriate actions and ensure that promises are kept. 6. To know whether the employees are satisfied with the current grievance management and how they are benefited. RV Institute of Management, Bangalore.

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Types of Grievances 

Factual:A Factual grievance arises when legitimate needs of employees remain unfulfilled e.g ;- wage hike has been agreed but not implemented citing various reasons.



Imaginary:When employee misunderstand or dissatisfaction occurs not only for valid reason but because of their wrong perception, wrong attitude ,wrong information he has. Such situation may create an imaginary grievance .



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 may reach the work spot with a heavy heart. If a new recruit gets a new table this may become an eyesore to other employees who have not been treated like before.

Causes for grievance: Grievance may occur for so many reasons some of them are : 

Economic:Wage, fixation, overtime, bonus, wage revision, etc. employee may feel that they are paid less when compared to others.



Work environment:Poor physical conditions of workplace, tight production norms,

defective

tools, poor quality of materials, unfair rules, lack of recognitionetc. 

Supervision;Relates to the attitude of the supervision towards the employee such as perceived notions of bias, regional and ethnic feelings,

recognition,

harassmentetc. 

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.


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Miscellaneous :-



Issues relating to certain violations in respect of promotion,safety methods, Transfer,Disciplinary action,Work life balance, Work load and Granting leaves.

Effects of Grievance  Loss of interest in work and consequent.  Lack of moral and commitment.  Poor quality of production.  Increase in wastage and costs.  Increase in employee turnover.  Increase in the incidence of accidents.  Indiscipline. Grievance Redressal System a. Existence of sound channel. b. The procedure should be simple, definite and prompt. c. It should be clearly defined. d. Helpful attitude of management. e. Fact-oriented system. f.

Respect for decisions.

g. Adequate publicity. h.

Periodic Review.

Seven attributes of an effective grievance redressal system a. Simplicity:It must be a procedurally simple mechanism which is easy to use by every employee across the board. It is best to have a simple form or an online drop down menu where an employee can effortlessly submit a grievance as

he

wishes to offline or online. b. Accessibility:All employees must have easy access to the mechanism and it should be quick and simple to lodge grievance. In earlier days the IT boom and prior to the advent of internet, there used to be cards or forms which could be filled up and RV Institute of Management, Bangalore.

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put in easy accessible drop boxes which were located all over the work place, canteens and shop floors. Now a days it can be an online system, must be easily accessible 24/7 to all employees from their workplace and their homes as well. c. Effective:The grievance redressal mechanism must be effective. The system must work (and be seen to work) and there must be proper monitoring, follow-up and feedback to the employees and all concerned about the status and processing of the complaint. The grievance redressal procedure mist ensure that it is made unambiguously and clear evident to all employees that there is honest and transparent effort to resolve all grievances in a fair and just manner. d. Efficiency and promptness :The redressal of grievances and resolution of complaints must be done promptly and speedily in an effective manner within stipulated time frames so that employees develop faith in the system. e. Responsiveness:The grievance redressal mechanism must be user friendly and sensitive to the special needs of the employees. It must be gender sensitized, culturally consonant and in harmony with the prevailing environment. Most importantly, it must be modern and technological savvy and in sync with contemporary times. Whatever the nature of the grievance or complaint, it must be trivialized. Grievances must be treated with utmost empathy and this fact must be evident to all the employees. There must be constant two way communication between the senior management and the complaint. f. Non-vindictive :An employee must be able to submit a complaint or grievance for redressal without fear of retribution from higher management. The employee must not fear of reprisal from those who he is complaining against even if they are his seniors. Checks and balances must be put in order to ensure that there is absolutely no victimization or harassment of the employee who is submitting a grievance or making a complaint and whistle-bowlers must be protected. The system must be absolutely non-punitive and there must not be the slightest perception or even a shred of doubt in the mind of the employees that they will be punished for making a complaint. RV Institute of Management, Bangalore.

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g. Fair just and transparent system :The grievance redressal mechanism must function without fear of favor. There must be total transparency in the procedure and justice must be done and justice must also to be done in a free and fair manner. A good human resource management system is just fair and transparent. Hence effective grievance redressal procedure can be measured by the employee satisfaction towards the procedure adopted and awareness about the procedure adopted by the organization.

Grievance Redressal Procedure:Grievance procedure is a formal communication between an employee and the management designed for the settlement of a grievance. The grievance redressal procedure is a problem solving, dispute settling machinery. It is a device by which grievances are settled considering various aspects and the nature of the grievances. This procedure is an important part of maintaining healthy industrial relations. The grievance procedure differs from organization to organization. i.

Open door policy

ii.

Step – ladder

policy Open door policy:Under this policy, the aggrieved employee is free to meet the top executives of the organization and get his grievance redressed. Such a policy works well only in small organizations. However, in bigger organizations, top management executives are usually busy with other concerned matters of the company. Moreover, it is believed that open door policy is suitable for executives; operational employees may feel shy to go to top management. Step –ladder policy:Under this policy, the aggrieved employee has to follow a step by step procedure for getting his grievance redressed. In this procedure, whenever an employee

is

confronted with a grievance, he presents his problem to his immediate supervisor. If the employee is not satisfied with superior‟s decision, then he discusses his grievance with the departmental head. The departmental head discusses the problem with joint RV Institute of Management, Bangalore.

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grievance committees to find solution. However, if the committee also fails to redress the grievance, then it may be referred to chief executive. If the chief executive also fails to redress the grievance, then such a grievance is referred to voluntary arbitration where the award of arbitrator is binding on both the parties.

Grievance Identification Techniques:

Observations :Observation is the knowledge of human behavior is requisite quality of good manager. From the changed behavior of any employee, he should snuff the causes of grievances, without its knowledge to the employee.



Grip boxes :The suggestion boxes, for instance are placed at easily accessible spots to most employees in the organization. The employees can file anonymous complaints about their dissatisfaction in these boxes.



Questionnaire:A questionnaire is a research instrument consisting of a series of questions and other prompts for the purpose of gathering information from the respondents.



Exit interview :These interviews are conducted to know the reasons for leaving the

job.

Properly conducted exit interviews can provide significant information about the strengths and weaknesses of the organization and can pave way for further improvements. 

Open door policy :Most of the organizations still don‟t practice this but open door policy demands that the employees, even at the lowest rank, should have easy access to the Chief Executive to get his grievances redressed.


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Grievance Procedure in Indian Industry: th

The 15 session of Indian Labour Conference held in 1957 emphasized the need of an established grievance procedure for the country which would be acceptable to unions th

as well as to management. In the 16 session of Indian labour conference, a model for grievance procedure was drawn up. This model helps in creation of grievance machinery. According to it, workers representatives are to be elected for a department or their union is to nominate them. The model Grievance procedure specifies the details of all the steps that are to be followed while redressing grievances. These steps are Step 1: In the first step the grievance is to be submitted to departmental representative, who is a representative of management. He has to give his answer within 48 hours Step 2: If the departmental representative fails to provide a solution, the aggrieved employee can take his grievance to head of the department, who has to give answer within 3 days. Step 3: If the aggrieved employee is not satisfied with the decision of departmental head, he can take the grievance to Grievance Committee. The Grievance Committee makes its recommendations to the manager within 7 days in the form of a report. The final decision of the management on the report of grievance committee must be communicated to the aggrieved employee within three days of the receipt of report. An appeal for revision of final decision can be made by the worker if he is not satisfied with it. The management must communicate its decision to the worker within 7 days. Step 4: If the grievance still remains unsettled, the case may be referred to voluntary arbitration.


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The following are some of the distinct advantages of having a grievances handling procedure. a) The management can know the employees feelings and opinions about the company‟s policies and practices. It can feel the pulse of the employees. b) The employees will get a chance to ventilate his feelings. He can let off steam through an official channel. c) It keeps a check on the supervisor attitude and behavior towards their subordinates. d) Builds good morale, maintains code of discipline. e) Brings uniformity in handling grievances. f) It develops faith of employees g) Reduces personality conflicts. h) Provides judicial protection to the employees i) Provides avenues to present problems. Basic element of grievance procedure:o Manner and attitude when complaint is received. o Assessment must be made that the complaint is presented fairly. o Statement and issues must not be pre judged o Proper time and attention is given

1.10 Grievance Handling Procedure 

Acknowledge dissatisfaction:Managerial / supervisor attitude to grievance is important. They should focus attention on grievances and not turn away from them. Ignorance is not bliss; it is the bane of industrial conflict. Arrogant attitude on the part of supervisors andmanagers aggravates the problem.



Define the problem:Instead of trying to deal with a vague feeling of discontent, the problem should be defined properly. Sometime the wrong complaint is given. By effective listening one can make sure that a true complaint is voiced.


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

Get the facts Facts should be separated from fiction. Although grievances result in hurt feelings, the effort should be to get the facts behind the feelings. There is need for a proper record of each grievance.



Analyze and decide:Decisions on each grievance will have a precedent effect. While no time should be lost in dealing with them, it is no excuse to be slipshod about it. Grievance settlements provide opportunities for managements to correct them, and thereby come closer to the employees.



Follow up :Decisions taken must be followed up earnestly. They should be promptly communicated to the concerned employee. If a decision is favorable to the employee, their immediate boss should have the privilege of communicating the same.

Benefits of grievancehandling: It encourages employees to raise concerns without fear of reprisal.  It provides a fair and speedy means of dealing with complaints.  It prevents minor disagreements developing into more serious disputes.  It serves as an outlet for employee frustrations and discontents.  It saves employer s time and money as solutions are found for workplace problems. It helps to build an organizational climate based on openness and trust.


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CHAPTER 2 METHODOLOGY

2.1 Statement of the problem:The employees are the most expensive as well as the most important resources in any organization, it would be to the best advantage of both employer and employee to ensure the latter’s satisfaction, performance. This can be attained and be made possible only when management has provided healthy climate for individual growth and development in the company. There should be a good a relationship between employer and employees. Employee Grievances are common in most of the companies. Grievances handling is an essential part of any company. It helps to solve the problem of an employee who is in trouble and wants some kind of help. Big Bazaar, Banashankari, Bangalore is also facing the same problem. In this regard, a study is taken up on Problems Pertaining to Employees Grievances Handling at Banashankari Big Bazaar, Bangalore.

2.2 Need of the Study:In today’s business scenario, it is important to look after the grievances and the difficulties faced by the employees while working in the organization. For this reason, it becomes essential to study employee’s grievances. Because a happy employee while working in the organization ensure work efficiency and contribute to the overall development of the organization. The study is intended to understand and to know the employees grievances handling procedure in the organization.

2.3Objectives of study 

To know the grievances of employees in the organization.



To study the grievance handling procedure in the Big Bazaar.



To study the perception of workers towards the existing grievance handling procedure.



To know the satisfaction level towards the grievance handling procedure of the organization.

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2.4Scope of the Study:The study focuses on understanding the satisfaction of employees towards the Grievances Redressal procedure in the organization and its effectiveness by considering various factors such as employee awareness about the grievance system, management‘s efficiency in handling employees conflicts. These help a hormonal relationship with Employer and Employees. The scope of the study is limited to Big Bazaar, Banashankari, and Bangalore and is not extended to any of the other outlets of Future Retail Ltd.

2.5Methodology  Type of Research :The research design states the conceptual structure within which the research was conducted. It is a plan for study that is used to ensure that all relevant data are collected in the most economic way. The research design gives the accuracy in the data collected. Descriptive research is being used in the study. 

Sampling Technique:Convenient sampling method is adopted for selecting the sample.



Sampling Size:The sample respondents are used for collecting the data is 40 employees of Big Bazaar Banashankari branch, Bangalore.



Sources of Data :The search for answers for the research questions is called collection of data. Data are the facts, figures and others relevant materials past and present serving as base for study and analysis.The data is collected from both primary and secondary sources. a) Primary data:Primary data is gathered for the first time for specific purpose or specific research process. The normal procedure for obtaining primary data is to interview some people individually.The method used for collecting the Data for my study is Questionnaire method, Interview & Observation method.

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b) Secondary Data :Secondary data are the data that are already been collected by someone else and which already been passed through Statistical process. This type of data is called secondary data. The secondary data has been collected through following.  Books  Record of the company  Internet

2.6 Plan of Analysis:a. Editing and Checking the questionnaire :After completion of collection data questionnaires are edited and checking the non – variables questionnaires has been deleted.

b. Coding :After verification of questionnaire coding has to be done for the purpose of convenience.

c. Tabulation :Table isbeing drawn systematically and tabulatedthe data from the coded questionnaire.

d. Processing the data:Processing is done to through tabulate the data and represent the table in a diagram and interpret the data and finally conclusion is draw.

2.7Tools used for analysis:

Pie Chart:A pie chart displays data , information, statistics in an easy to read pie slice format with varying slice sizes telling you how much of one data element exists. The bigger the slice, the more of that particular data was gathered.

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

Bar Graph: A bar graph is a mathematical representation of data. A bar graph is achart that uses bars to show comparisons between categories of data, there are two types of bar graph they are Vertical and Horizontal graph.

2.8Limitations of the study:The study was limited to the policies and practices being followed in Big Bazaar 

The time provided for the study was very limited.



It was not possible to study in depth.



Due to shortage of time only important information is collected.



A sample consisted is limited employees.

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CHAPTER 3 DATA ANALYSIS

1. Distribution of respondents based on Gender in the organization Table3.1- Table showing the respondents based on Gender in the organization. Sl. No

Gender

No.of

% of Respondents

Respondents

1

Male

30

75.00

2

Female

10

25.00

Total

40

100.00

Graph 3.1 - Chart showing the respondents based on Gender in the organization

8 0 7 0 6 0 5 0 4 0 3 0 2 0

Mal e

Femal e

% of Respondents

1

Analysis 0 and Interpretation:0 above table, it can be analyzed that out of 40 Respondents, 30 (75%) From the

respondents are Male and remaining 10 (25%) respondents are Female. From the above analysis, it is interpreted that most of the employees are Male in the organization. The organization should also consider the recruitment of the female employees in the organization.

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2. Distribution of the respondents by their Age Table 3.2- Table showing the Age of the employees No. of

% of

Respondents

Respondents

20-25

5

12.50

2

25-30

16

40.00

3

30-35

12

30.00

4

35 and above

7

17.50

Total

40

100.00

Sl. No

Age

1

Graph 3.2- Chart showing the Age of the employees

4 0 3 5 3 0

% of Respondents

2 5 2 0 1 5

20-25

25-30

1 0

30-35

35 & above

Analysis 5and Interpretation:0

The above table indicates that out of 40 respondents, 12.5% of the employees are in the age group of 20-25years, followed by 40% of the employees are in the age of 2530 years,30% of the employees are in the age of 30-35 and 17.5% of the employees are in the age 35 and above. The above analysis shows that majority of the respondents are young or just married and hence they do not have major responsibilities to be undertaken by them in their personal lives. Therefore they can work better for the organization. [Type text]

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3. Distribution based on Education Qualification. Table 3.3-Table showing the Education Qualification of the employees. Sl. No

Particulars

No. of Respondents % of Respondents

1

SSLC

7

17.50

2

PUC

10

25.00

3

Degree

13

32.50

4

Post Graduation

10

25.00

Total

40

100.00

Graph 3.3- Chart showing the Education Qualification of the employees.

2 5

Post Graduation

32. 5

Degre e 2 5

PU C

17. 5

SSL C % of Respondents

Analysis andInterpretation:The above table indicates that 17.5% of the employees completed SSLC, 25% have completed PUC, 32.5% have completed Degree and rest 25% of the employees have completed Post Graduation. The above analysis shows thatmajority of the employees have completed Degree and only few employees have completed Post graduation. Since many of them had completed the degree, the employees can understand the work culture of the organization easily and they can adjust to the work culture easily. [Type text]

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4. Distribution of respondents by their Designation. Table 3.4: Table showing the Distribution of respondents by Designation. Sl. No

Particulars


1

Supervisor

4

10.00

2

Team Leader

12

30.00

3

Team Member

15

37.50

4

Cashier

9

22.50

Total

40

100.00

Graph 3.4- Chart Showing the Distribution of respondents by Designation.

23 %

10 % 30 %

37 %

Supervis or

Team Leader

Team Member

Cashi er

Analysis andInterpretation:The above table indicates that 37% of the respondents are Team Members, followed by 30% of the respondents are Team Leaders, 23% of the respondents are Cashiersand remaining 10% of the respondents are Supervisors. The above analysis shows that majority of the respondents are Team Members. This implies that majority of the respondents have more job responsibilities and more work load. The team members also plays a vital role in the organization. The organization should concentrate on recruiting the cashiers since the number is small. [Type text]

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5. Working Experience of employees in Big Bazaar Table 3.5 - Table showing the Working Experience of the employees at Big Bazaar. Sl. No

Particulars


1

Less than 1 year

5

12.50

2

1-3 years

20

50.00

3

3-5 years

10

25.00

4

5 and above

5

12.50

Total

40

100.00

Graph: - 3.5Chart showing the Working Experience of the employees at Big Bazaar.

5 0 4 5 4 0 3 5 3 0 2 5 1-3 3-5 years 5 and Less 2 years above than 1 0 year 1 5 Analysis andInterpretation:1 0 The above table shows that out of 40 respondents, 5(12.5%) 5 0 experience of less than one year, (20)50% of the employees

% of Respondents

employees have the are associated with

company for 1-3 years, 10 (25%) of the employeeshave the experience of 3-5 years and remaining 5 (12.5%) employees are in the organization for more than 5 years. From the above analysis, it can be interpreted that more than 87% of the employees are working in the organization for more than one year. This association of the employees with the organization is possible only when they are happy with their job and when they are knowing their job responsibility. [Type text]

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6. Work culture at the organization. Table 3.6-Table showing the supportive work culture at the organization. Sl. No Particulars No. of Respondents % of Respondents 1

Always

10

25.00

2

Mostly

20

50.00

3

Sometimes

5

12.50

4

Rarely

5

12.50

Total

40

100.00

Graph3.6- Chart showing the supportive work culture at the organization. 5 0

2 5

12. 5

Alwa ys

Mostl y

Sometim es

12. 5

Rare ly

% of Respondents

Analysis andInterpretation :From the above table, it can be analyzed that the work culture is supportive to the employees. Out of 40 respondents,20(50%) respondents say that the work culture is mostly supportive,10 (25%) of the employees saythat it is always supportive, 5 (12%) of respondents say it issometimessupportive andremaining 5 (12.5%) of

the

employees said that the work culture is rarely supportive. From the above analysis, it is interpreted that most of the employees are of the opinion that the work culture in the organization is supportive. Since the management is supportive, the employees are able to perform better in their job. [Type text]

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7. Existence of grievance in work environment of the organization. Table 3.7-Table showing grievance in the work environment of the organization. Sl. No

Particulars


1

Strongly Agree

0

0.00

2

Agree

2

5.00

3

Neutral

15

38.00

4

Disagree

17

42.00

5

Strongly Disagree

6

15.00

Total

40

100.00

Graph 3.7- Chart showing of grievance in the work environment of the organization.

Strongly Disagree Disagr

e

% of Respondents

ee Agre Neutr

Strongly al Agree

0

1 0

2 0

3 0

4 0

5 0

Analysis andInterpretation :From the above table, it is clear that 5% of the employees agree that there is grievance in the environment, 38% of the employees were neutral with their opinion, 42% of the employees disagrees saying that there are no grievances in work environment and further 15% of the employees strongly say that there are no grievances in the work environment. From the above analysis, it can be interpreted that the work environment is supportive but very few of the employees are of the opinion that there are grievances in the work environment of the organization. The company should improve the environment to support the work culture. [Type text]

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8. Existence of grievance due to work load in the Organization. Table 3.8- Table showing grievance due to work load in the Organization. Sl. No

Particulars

No. of Respondents

% of Respondents

1

Strongly Agree

5

12.00

2

Agree

10

25.00

3

Neutral

15

38.00

4

Disagree

5

13.00

5

Strongly Disagree

5

12.00

Total

40

100.00

Graph 3.8 Chart showing of grievance due to work load in the Organization. 12 %

12 %

13 %

25 % 38 %

Strongly Agree

Agre e

Neutr al

Disagr ee

Strongly Disagree

Analysis andInterpretation :From the table, it can be analyzed that out of 40 respondents, 12% of the employees strongly agree that grievance occurs due to work load, 25% of the employees agrees that grievance occurs due to work load whereas,38% of the employees are neutral in their opinion. 13% of the employees disagree that grievance occurs due to work load and remaining 12% of the employees strongly disagree. From the above analysis, it can be interpreted that more number of employees feel that they have more workload which is leading to the grievances among the employees. Some employees are happy with their work load. The company should balance the workload among the employees to control the grievances at the organization. The organization should recruit appropriate number of employees in order to reduce the work load for the employees. [Type text]

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9. Existence of grievance due to wage andsalary provided to the employees. Table 3.9- Table showing grievance due to wage &salary provided to the employees. Sl. No

Particulars


1

Strongly Agree

10

25.00

2

Agree

14

35.00

3

Neutral

11

28.00

4

Disagree

3

7.00

5

Strongly Disagree

2

5.00

Total

40

100.00

Graph 3.9- Chart showing grievance due to wage and salary provided to the employees.

2 5

Strong ly Agre e

3 5

2 8

Agre e

Neutr al

7

5

Disagree

% of Respondents

Strongl y Disagr ee

Analysis andInterpretation :From the above table, it clear that out of 40 respondents, 25% of the employees strongly agree that wage and salary is not sufficient, 35% of the employees agrees that wage and salary is leading to the grievance,38% of the employees are neutral in their opinion, 13% of the employees disagree saying that they are happy with the salary offeredand remaining 12% of the employees are strongly disagree. From the above analysis, it is interpreted that the wage and salary is not sufficient. Here most of the employees are of the opinion that the grievances arises among the employees & the management due to wages. The management should consider this issue seriously else the issue may damage the system in the long run and company may face the problems in the long run. [Type text]

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10. Existence of grievance due to work group in the Organization. Table 3.10- Table showinggrievance due to work group in the organization. Sl. No

Particulars


1

Strongly Agree

0

0.00

2

Agree

3

7.00

3

Neutral

8

20.00

4

Disagree

17

43.00

5

Strongly Disagree

12

30.00

Total

40

100.00

Graph 3.10- Chart showing existence of grievance due to work Group in the Organization.

30

Strongly Disagree Disagree

43 20

Neutral 7

Agree Strongly Agree

0

% of Respondents

Analysis andInterpretation :From the above table, it is clear that out of 40 respondents, 7% of the employees say that they are not happy with their work group, 20% of the employees are neutral in their opinion, 43% of the employees are happy with their work group and remaining 30% of the employees highly satisfied with their work group. From the above analysis, it can be interpreted that work group is supportive and most of the employees are of the opinion that the work group in the organization is good. Since some of the Employees say that the work group is not supportive, the organization should take some necessary measures to make work group happy.

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11. Redressal Procedure followed by the organization. Table3.11-Table showing awareness of Redressal procedure by the employees.

Sl.No Particulars No. of Respondents % of Respondents 1

Yes

25

63.00

2

No

15

37.00

Total

40

100.00

Graph:-3.11 chart showing awareness of Redressal procedure by the employees Yes No

37%

63%

Analysis andInterpretation:From the above table, it can be analyzed that out of 40 respondents,25 (63%) respondents know about the redressal procedure in the organization &the remaining 15 (37%) do not know about the Redressal procedure followed in the organization. From the above analysis, it is interpreted thatmore than half of the employees are aware of the redressal procedure in the organization. Some of the employees are not aware of the redressal procedures in the organization. If the employees are aware of the Redressal Procedure means they can perform well in organization. The company should place the system to address the employees on grievance redressal procedure & initiate the awareness among the employees about the same. [Type text]

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12. Details of Grievance Handling Table3.12-Table showing the explanation of grievance handling procedure to the employees. Sl.No Particulars No. of Respondents % of Respondents

1

Yes

30

75.00

2

No

10

25.00

Total

40

100.00

Graph:3.12- Chart showing the explanation of grievance handling procedure to the employees.

N o 2 5 %

Analysis andInterpretation :-

Y e s

From the above table,it can be analyzed that out7 40 respondents, the 30 (75%) are 5

aware of the grievance procedureis inthe organization. For the remaining 10 (25%) % respondents have not explained the grievance procedure in the organization. From the above analysis, it is interpreted that most of the employees are of the opinion that grievance handling procedure is explained. Since the management is explaining the procedures to employees, the employees will be free to share their grievances.

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13. Responses of the immediate Superior relating to the Grievances of Employees. Table3.13 - Table showing theResponses of the Superior relating to the grievance of the employees. Sl. No Particulars No. of Respondents % of Respondents 1

Yes

35

87.00

2

No

5

13.00

Total

40

100.00

Graph3.13- Chart showing the responses of the superior relating to the grievances of the employees . Y e s N o

13%

87%

Analysis andInterpretation :From the above table,it can be analyzed that out of 40

respondents,

35(87%)employees say that the superior will solve the grievances and remaining 5 (13%) employees say that the superior will not solve the grievances. From the above analysis, it is interpreted that the grievance are addressed by superiors immediately once the grievances are noticed by the supervisors. Most of the employees are happy with the grievance settlement by their superiors. Some of the employees are of the opinion thatfew Superiors are not able to solve the grievances of the employees. If the superiors are able to solve the grievances, then there will be no chance of going to the higher authority. [Type text]

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14. Satisfaction level of employees towards the management decisions regarding the grievances. Table3.14-Table showing the satisfaction level of employees towards the management decisions regarding the grievances. Sl. No

Particulars


1

Strongly Agree

5

12.00

2

Agree

15

38.00

3

Neutral

10

25.00

4

Disagree

6

15.00

5

Strongly Disagree

4

10.00

Total

40

100.00

Graph3.14 - Chart showing satisfaction level of employees towards the management decisions regarding the grievances.

15 % 25 %

10% 12%

Strongly Agree Agree 38 %

Neutra l Disagr


ee Strongly Disagree

From the above analysis,it is found that 12% of the respondents are highly satisfied of the decisions,38% of respondents are satisfied with decisions, 25% of respondents are neutral with their opinion, 15% of the respondents are not satisfied with decisions and remaining 10% of the employees are highly dissatisfied with the decisions taken by the management. From the above analysis, it can be interpreted that most employeesare satisfied with the solution given by the management for their grievances. Some of the employees are not happy with decisions taken by the management.The management should consider this group and try to redress their grievances. Once the grievances of the employees are correctly addressed, the employees will work hard to meet the expectations of the company. [Type text]

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15. Grievance handling policy of the organization. Table3.15-Table showing the satisfaction level of the employee grievances handling policy of the organization. Sl. No

Particulars


1

Strongly Agree

5

12.00

2

Agree

10

25.00

3

Neutral

15

38.00

4

Disagree

4

10.00

5

Strongly Disagree

6

15.00

Total

40

100.00

Graph 3.15- Chart showing the satisfaction level of the employees grievances handling policy in the organization. 4 0 3 5 3 0 % of Respondents

2 5 2 0 1 5 1 0

Strongly Strongly Agree Disagree

Agree

Neutral

Disagree

Analysis 5 andInterpretation :0

From the above table, it can be analyzed that out of 40 respondents, 5(12%) of the employees highly Satisfied with policy, 10(25%) of the respondents are satisfied, 15 (38%) of the employees are neutral with their opinion, 4(10%) of the employees are unsatisfied and remaining 6(15%) respondents are highly unsatisfied with policy of the organization. From the above analysis, it can be interpreted thatmajority of the employees are satisfied with the employee grievances handling policy in the organization. The policy of the organization should be little befree to address the employees grievances.

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16. Opportunity for meeting the Higher Authorities regarding the grievances. Table3.16- Table showing opportunity provided to go for the higher authority.

SL.No Particulars No. of Respondents % of Respondents 1

Yes

35

87.00

2

No

5

13.00

Total

40

100.00

Graph 3.16- Chart showing opportunity provided to go for the higher authority.

13%

Y e s


N o

From the above table,it can be analyzed that opportunity is given to the employees to 87%

go to the higher authority for their grievances. Out 40 Respondents, 35 (87%) respondents says yes and remaining 5(13%) respondents say they are not able to take their grievances to the higher authority. From the above analysis, it is interpreted that most of the employees are given opportunity to meet the higher authority for the redressal of their grievances.This is a good system followed by the company since the employees are given an opportunity to explain their grievances in front of the management. The will promote the healthy environment among the employees and brings in more attachment among the employees and management.

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17. Temporary relief provided to the employeestill the settlement of the grievance. Table3.17- Table showing provision for temporary relief to the employees till settlement of the grievance. SL. No. Particulars No. of Respondents % of Respondents 1

Yes

25

63.00

2

No

15

37.00

Total

40

100.00

Graph 3.17- Chart showing for temporary relief to the employees till settlement of the grievance.

37 %

Ye s 63 %

N o

Analysis andInterpretation:From the above table,it can be analyzed that out 40 Respondents, 25(63%) respondents says yes whileremaining 15 (37%) Respondents say that temporary relief is not provided. From the above analysis, it is understood that the half of the employees are provided with temporary relief for their grievances andremaining employees are of the opinion that the temporary relief is not provided. The management should provide the temporary relief to all the employees till the grievances are settled so that employees can work better and make meaningful contribution to the company.

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18. Effectiveness of management in settling the employeesgrievance. Table3.18- Table showing effectiveness of management in settling the employees grievance. Sl. No

Particulars


1

Completely

6

15.00

2

To certain extent

12

30.00

3

Satisfactory

18

45.00

4

Not at all

4

10.00

Total

40

100.00

Graph3.18- Chart showing effectiveness of management in settling the employees grievance.

10 %

45 %

15 %

Completely

30 %

To a certain extent To a Satisfactory Not at all

Analysis andInterpretation:From the above table,it can be analyzed that to what level the grievance is settled. Out of 40 Respondent, 6 (15%) respondents say that grievances were completely settled, 12 (30%) respondents say that grievances were settled to a certain extent and 18 (45%) are satisfied with the grievance settlement and remaining 4 (10%) saygrievances were not settled. From the above analysis, it is interpreted that themanagement could settle most of the employees grievance and solutions were provided for maximum grievance which is a good sign. The management should try to cover other employees also and try to settle heir grievance so that they can attach more to the company and which may lead to improve the effectiveness of the employees.

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19. Grievances handling is the main component for job satisfaction. Table3.19- Table showing the grievance handling is a major factor for job satisfaction. Sl. No

Particulars


1

Strongly Agree

10

25.00

2

Agree

17

43.00

3

Neutral

10

25.00

4

Disagree

3

7.00

5

Strongly Disagree

0

0.00

Total

40

100.00

Graph3.19- Chart showing the grievance handling is a major factor for job satisfaction.

Strongly Disagree

Disagr ee Netur al

0 1 0 Agree Strongly Analysis andInterpretation :Agree

2 0

3 0

4 0

5 0

From the above table, it can be analyzed that redressal is the main component of job satisfaction.

10(25%)

respondents

strongly

agree

that

it

is

the

major

component,17(43%) respondents agree that it is the major component,10(25%) respondents are Neutral in their opinion while 3 (7%) respondents disagree that it is not a major component. From the above analysis, it is interpreted that most of the employees are of the opinion that redressal of the grievance is the major component for their job satisfaction. Once the grievance are settled the employees can work without mental pressure which brings them the job satisfaction. [Type text]

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CHAPTER 4 FINDINGS, CONCLUSION AND SUGGESTIONS

4.1 Findings :

63% of the employees are associated with organization for1-3 Years.



It is observed from the study that the employee grievance in the organization isresolved by the immediate supervisor of the employee & it goes to top management in hierarchy.



67% of the employees are satisfied with work environment.



60% of the employees arenot satisfied with wage & salary.



27% of the respondents are not satisfied with work group.



There is no particular grievance redressal cell or committee to deal with the employee grievance.



63% of the respondents agree that organization is providing a temporary relief for their grievances.



45% of the respondents agree that the decision taken by the top management is effective in grievance settlement and 10% of the employees disagree that the decision taken by the management is not effective.



Nearly 40% of the employees are satisfied with decision taken by the management.



At present, there is no Grip box in the organization, where the employees can drop their grievances.



37% of the respondents are not satisfied with redressal procedure of the organization.



Maximum number of the employees has given the opportunity to go for higher authority, if the grievances are not settled by the Superior.



70% of the employees said that grievances solving is the major factor for job satisfaction.


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4.2 Conclusion:The grievance redressal procedureis a problem solving, dispute settling machinery. It is a device by which grievances are settled considering various aspects and the nature of the grievances. This procedure is an important part of maintaining

healthy

industrial relations. In Big Bazaar, Banashankari, the employees files of grievances will go to the immediate superior and then to the Higher authority. It was found from the study that majority of the respondents are satisfied with redressal procedure. The organization can establish the redressal committee to make it more effective. Most of the employees said that they are not happy with wage and salary. The company should reconsider their salaries so that they can work enthusiasm in the company.Work environment of the organization is good. The majority of the respondents said redressal of employee’s grievances makes more job satisfaction. The employees of Future Retail are almost satisfied with the decisions taken by management.


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4.3 Suggestion:

The organization can provide better wages & salary in which the employees will have the job satisfaction.



The company is suggested to formulate grievance redressal committee, where the members should working for that committee representing from both employer and employee level.



Grip boxes can be kept at various departments and in recognized key places of the organization. This helps the employees to express their grievances easily and the fear of complaining openly can be avoided.



25% of the employees are satisfied with workload. The organization should plan in advance and care must be taken such that job tasks are not overlapped.



Temporary relief can be provided for the grievances so that the delay does not increase the employees frustration and do not affect the morale and productivity of the employee.



Redressal procedure can little be lien where the settlement of grievance will be done easily.



If the coordination of the employees is maintained well in the organization the job satisfaction of the employee will be more.



There should be a feedback system on grievance redressal.



The management should explain the redressal procedure to all the employees in the organization.



Superior should be trained well where the grievances could be solved quickly which will help in avoiding the references of grievance to thehigher authority.


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4.4 Experience and Learning In this one month of project work period,I have come across many new things which I am sure will be very helpful not only for my project but also in my career life. This one month learning period was daily new experiences. I have not only learnt various factors related to my studies but also experienced to face daily challenges through this project. I have also learned to communicate well with higher authorities and with the employees.I took the interview for the candidate which was a nice experience for me where I came to know about the procedures for taking interview, pros & cons of the interview. Came to know how to solve the grievances in a better way. I came to know that grievance solving is most important in development of organization.


Page 42

REFERENCES

REFERENCES Books : Aswathappa, K., Human resource and Personnel management, TATA McGraw- HILL  Flippo, Edwin B., Personnel management, McGraw-HILL International Publications. Journals:

“VSRD international Journal of business management and research” VSRD – IJBMR, Vol. 1(4), 2011, 245-252



International Journal of Business and Social Science Vol.4 No. 3; March 2013.

Websites :

www.futureretail.com



http://en.wikipedia.com



www.bigbazaar.com



www.scrbid.com



www.slideshare.net.com



http://www.scribd.com/doc/53529965/p-1168-Grievance-Handling-ProjectReport#scribd



www.futurebazaar.com



http://www.slideshare.net/rahul9288/grievance-handling14977045?next_slideshow=1



http://www.scribd.com/doc/135953442/Grievance-Handling-ProjectReport#scribd



http://www.futuregroup.in/about-us/about-group.html



https://en.wikipedia.org/wiki/Big_Bazaar



http://www.slideshare.net/aleemhabib7/employee-discipline-and-grievancehandling

DETAILED ACCOUNT OF WORK DONE DURING THE PROJECT WORK

WORK DONE DIARY Student Name: Kumar Swamy T U

Register Number:141GCMD049

Week: I

Period: 15-7-2015 to 25-7-2015

Dates

Work Carried out

Discussed with Mr. Amit Kumar Dwivedi, Senior Executive - HR about 15-7-2015 the Big Bazaar and addressed us on Rules & Regulation of the organization. Discussed with Senior executive HR about the problems faced by 16-7-2015 employees in the organization and finalized the topic on Grievance Handling.

17-7-2015

20-7-2015

I was given the task of refining the new resumes of the candidates and I took some interview of the candidates.

Made a study on grievance redressal of employees & understood the legal requirements of the employees. . I was deputed to take interview of the candidates for the post of sales

21-7-2015 person. Further I was asked to Observed the coordination of the employees. Sorted out the provident fund list of employees Assisted in the planning for the pan card camp for employees and 22-7-2015 checked the list of employees who are having ESIC scheme. Collect the information on grievance on Internet. Observation of the employees and interview with the employees about 23-7-2015 grievance in the organization. Collect the information about company on Internet.

24-7-2015

25-7-2015

I was assigned to make Observation on employee’s behavior in the work place. Started preparing the questionnaire for the project.

Discussed with guide about preparation of project report.

Prepared

chapter I & II and gave presentation on progress of the project.

Signature of the Student

Signature of the Mentor

Signature of the Guide

Week: II

Period : 27-07-2015 to 01-08-2015

Dates

27-7-2015

Work Carried out

Assisted the H R in Interviewing the fresher’s. and made observation of the employees based on their workflow. Collected information on customer grievances and about business area

28-7-2015

of Future group. Verified the attendance list of employees for paying salaries.

29-7-2015

Discussed with guided about questionnaire. Assisted the clerks on typing the offer letters to the new employees. Discussed with employee about reasons to quit the job.

30-7-2015

Collected the information from him why he is quieting the job. Edited the questionnaire given to the guide.

31-7-2015

1-8-2015

Helped the staff in processing the documents of new candidates. Preparation of questionnaire.

Took guidance from the guide on the preparation of questionnaire.





Register Number: 141GCMD049

Week: III

Period: 03-08-15 to 08-08-15

Dates

3-8-15

4-8-15

5-8-15

6-8-15

Work Carried out

Finalized the Questionnaire. Interviewed the employees for the job of cashier.

Collection of Data from the employees through questionnaire. Referred the old project from the library for the data analysis.

Collection of Data through questionnaire. Entering the details of new employees to the Future retail form in System.

Collection of data through questionnaire. Gathered the collected data for rd

the analysis & Preparation of the 3 chapter. Discussed with the HR about the tasks during Big Week Day which is

7-8-15

next week from 11-15. Analyzed and interpreted the data with the help of MS-Excel.

8-8-15

Took inputs from Guide about the Data Analysis and Interpretation and did presentation on the progress of the project.





Register Number: 141GCMD049

Week: IV

Period: 10-08-2015 to 15-08-2015

Dates

Work Carried out

th

10-8-15

11-8-15

12-8-15

13-8-15

Visited the zonal office at Jayanagar, 9 Block, Bangalore and assisted the H R for preparation of Big Week Day and also Analyzed the data.

Attended the Meeting on the occasion of big week day program. rd

Submitted the 3 Chapter to guide.

Interacted with the customers, about their review on sales persons sales th

skills. Started preparation of the 4 chapter.

Assisted the manager in assigning the jobs to the new candidates. th

Preparation of the 4 chapter. Observed the new candidates in doing their job & interacted with them

14-8-15

how they feel about the work. Finished the preparation of Project Report. Presented the project report to the company for their reference. Adjusted the report as per university guidelines. In specific margin

15-8-15

preliminary pages, etc. Handled the customer grievances in the organization.




ANNEXURE

Annexure Dear Respondents, I Kumar swamy T U pursuing MBA 2

nd

year in R V Institute of management

Bangalore. I have taken up a project work on Employee’s Grievances Handling in Big Bazaar. I would be obliged if you could spend some of your most valuable time to fill up this questionnaire. I promise that the information provided by you would be kept confidential and used only for academic purpose. With Gratitude Kumar Swamy T U

Personal data     

Name : Age : Designation: Educational Qualification: Gender : Male { } Female { }

Please tick where necessary and answer the point 1. How long been you have working in this organization? a) Less than one year{ } b) 1-3 years { } c)

3-5 years { }

d) Above 5 years { }

2. Is work culture supportive in your organization a) Always { } b) Mostly { } c) Sometimes { } d) Rarely { } 3. Are the grievance related to the following Statement Work environment Work load Wage & Salary Work Group

Strongly Agree

Agree

Neutral

Disagree

Strongly disagree

4. Are you aware of the redressal procedure followed in your organization? a) Yes { } b) No { } 5. Is the grievance handling procedure explained to you? a) Yes { } b) No { } 6. Does your immediate superior respond to your grievance in specify limit? a) Yes { } b) No { } 7. Are you satisfied with the management decision regarding your grievance? a) Strongly agree { } b) Agree { } c) Neutral

{ }

d) Disagree { }

e) Strongly Disagree { } 8. Are you satisfied with the grievance handling policy of the organization a) Strongly agree { }

b) Agree { }

c) Neutral { }

d) Disagree { }

e) Strongly Disagree { } 9. If the decision is not satisfactory are you given opportunity to take it to higher officials a) Yes { } b) No { } 10. Is there any temporary relief provided until proper decision is made so that it does not raise any adverse effects within the organization. a) Yes { } b) No { } 11. To what level the management is effective in grievance settlement? a) Completely { }

b) To a certain Extent { }

c) To a Satisfactory { } d) Not at all {

}

12. Grievance Handling is one of the major component of job satisfaction a) Strongly agree { c) Neutral {

}

}

b) Agree {

}

d) Disagree { }

e) Strongly disagree { } Thank you

Grievance handling

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