Grievance Handling

"PROBLEMS PERTAINING TO EMPLOYEES 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
20152016
DECLARATION BY THE STUDENT
I hereby declare that the Project Report titled PROBLEMS PERTAINING TO

EMPLOYEES 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 Masters 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

EMPLOYEES 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.
Place: Bangalore
Date:
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 Employees Grievances Handling at
Banashankari Big Bazaar, Bangalore. between 15/07/2015 and
15/08/2015
under my mentorship.
Place: Bangalore
Date:
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
Masters 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
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
DATA ANALYSIS
20 - 38
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

employees 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 employees 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 employees 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 Employees 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 employees grievances
brings more job satisfaction.

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 mens
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 Indias 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 Indias consumption-led growth story.
RV Institute of Management, Bangalore.
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Bangalore.
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.
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Bangalore.
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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Bangalore.
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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Bangalore.
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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Bangalore.
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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Bangalore.
1.9 Introduction to GrievanceHandling :A Grievance is any dissatisfaction or feeling of injustice having connection with ones
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.
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Bangalore.
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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Bangalore.
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
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Bangalore.
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.
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Bangalore.
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 superiors decision, then he discusses his grievance
with the departmental head. The departmental head discusses the problem with joint
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Bangalore.
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 dont 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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Bangalore.
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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Bangalore.
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
companys 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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Bangalore.
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 latters 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 todays 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 employees 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,
managements 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
Male
30
75.00
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
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
12.50
25-30
16
40.00
30-35
12
30.00
35 and above
17.50
Total
40
100.00
Sl. No
Age
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.
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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
SSLC
17.50
PUC
10
25.00
Degree
13
32.50
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.
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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
Supervisor
10.00
Team Leader
12
30.00
Team Member
15
37.50
Cashier
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.
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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
Less than 1 year
12.50
1-3 years
20
50.00
3-5 years
10
25.00
5 and above
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.
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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
Mostly
20
50.00
Sometimes
12.50
Rarely
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.
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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
Strongly Agree
0.00
Agree
5.00
Neutral
15
38.00
Disagree
17
42.00
Strongly Disagree
15.00
Total
40
100.00
Graph 3.7- Chart showing of grievance in the work environment of the organization.
Strongly
Disagree
Disagr
% of
Respondents
ee
Agre
Neutr
Strongly
al
Agree
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.
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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
Strongly Agree
12.00
Agree
10
25.00
Neutral
15
38.00
Disagree
13.00
Strongly Disagree
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.
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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
Strongly Agree
10
25.00
Agree
14
35.00
Neutral
11
28.00
Disagree
7.00
Strongly Disagree
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
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.
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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
Strongly Agree
0.00
Agree
7.00
Neutral
20.00
Disagree
17
43.00
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
% 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
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.
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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
Yes
30
75.00
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.
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
No
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.
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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
Strongly Agree
12.00
Agree
15
38.00
Neutral
10
25.00
Disagree
15.00
Strongly Disagree
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.
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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
Strongly Agree
12.00
Agree
10
25.00
Neutral
15
38.00
Disagree
10.00
Strongly Disagree
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
No
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
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
Completely
15.00
To certain extent
12
30.00
Satisfactory
18
45.00
Not at all
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
Strongly Agree
10
25.00
Agree
17
43.00
Neutral
10
25.00
Disagree
7.00
Strongly Disagree
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.
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]
Page
38
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.
Page
39
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 employees grievances makes more job satisfaction.
The employees of Future Retail are almost satisfied with the decisions taken by
management.
Page
49
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.
Page
41
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 employees 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 freshers. 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.
WORK DONE DIARY

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.
WORK DONE DIARY

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 Employees 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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"PROBLEMS PERTAINING TO EMPLOYEES GRIEVANCES

HANDLING AT BANASHANKARI BIG BAZAAR,

Mr. Manjunath S.M

Rashtreeya Sikshana Samithi Trust

DECLARATION BY THE STUDENT

I hereby declare that the Project Report titled PROBLEMS PERTAINING TO

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

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

This is to certify that the Project Report titled PROBLEMS PERTAINING TO

BAZAAR, BANGALORE. submitted by Mr. Kumar Swamy T U; bearing

Register Number 141GCMD049 to Bangalore University, Bangalore for the

Mr. Amit Kumar Dwivedi

2.1. Statement of the Problem

2.3.Objectives of the Study

2.4. Scope of the Study

2.6. Plan of Analysis

2.7. Tools used for Analysis

2.8. Limitations of the Study

FINDINGS, CONCLUSION & SUGGESTIONS

4.4 Experiences & Learning

Table showing the highlights of the Big Bazaar

Table showing the SWOT Analysis of Big Bazaar.

Table showing the respondents based on Gender in the

Table showing the Age of the employees

Table showing the Education Qualification of the employees.

Table showing the Distribution of Respondents by Designation.

Table showing the Working Experience of the employees at Big

Table showing the supportive work culture at the organization.

Table showing grievance in the work environment of the

Table showing grievance due to work load in the Organization.

Table showing grievance due to wage & salary provided to the

Table showing grievance due to work group in the organization.

Table showing awareness of Redressal procedure by the employees.

Table showing the explanation of grievance handling procedure to

Table showing the satisfaction level of employees towards

Table showing the satisfaction level of the employee grievances

Table showing opportunity provided to go for the higher authority.

Table showing provision for temporary relief to the employees till

Table showing effectiveness of management in settling the

Table showing the grievance handling is a major factor for job

Chart showing the educational qualification of the

Chart showing of grievance due to work load in the

Chart showing existence of grievance due to work

Chart showing the responses of the superior relating to

Chart showing satisfaction level of employees towards the

Chart showing the satisfaction level of the

Chart showing effectiveness of management in settling

Chart showing grievance handling is a major factor for job

Problems Pertaining to Employees Grievances Handling at Banashankari Big Bazaar,

employment, impacting livelihoods, empowering local communities and fostering

Problems Pertaining to Employees Grievances Handling at Banashankari Big Bazaar,

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

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

Introspection:- Leading to purposeful thinking.

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

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

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

RV Institute of Management, Bangalore.

Problems Pertaining to Employees Grievances Handling at Banashankari Big Bazaar,

1.3 Brands Under Future Group