A

PROJECT REPORT

ON

GRIEVANCE HANDLING PROCEDURE

FOLLOWED BY

EME TECHNOLOGY

SUBMITTED IN PARTIAL FULFILMENT FOR DEGREE OF

MASTER OF BUSINESS ADMINISTRATION

SUBMITTED TO SUBMITTED BY

MBA II
 CERTIFICATE
Under my guidance and supervision. To the best of my knowledge and belief the
work presently was not been submitted earlier for degree of Master of Business
Administration or any other degree or diploma.

Date: - / /
Place: -

(Project Guide)
 DECLARATION

I undersigned (MBA-II) here by state that this research report entitled

A
PROJECT REPORT ON GRIEVANCE HANDLING PROCEDURE FOLLOWED BY EME
TECHNOLOGIES,MOHALI is genuine and bonafied work prepared by me under
the guidance of . The empirical findings in this report are based on data
collected by myself. The matter presented in this report is not copied from any
source.
I understand that, any such copy is liable for punishment in any
way the institute authorities deem to be fit.

Date: / /
Place:

Signature

(Research Student)
 ACKNOWLEDGEMENT

This research project bears the imprint of many persons cooperation & it gives
me great pleasure to egress my heartiest gratitude towards them.
First of all I would like to own my sincere gratitude to the honorable for
giving me an opportunity to undergo this summer training and project work.
I am deeply thankful to for her constant encouragement, unending support and
valuable guidance.
I sincerely thank the Management of EME Technologies, Mohali for giving
me an opportunity to work on this project & providing with all the necessary
information.
I am sincerely thankful to & Staff Members of EME Technologies for
their wholehearted support & help during my training period.
Lastly I would like to convey my reverential salutations to my parents and
friends for their unending support.

Date: / /
Place:

3
 ABSTRACT

This study focuses on Effectiveness of Grievance Handling Mechanism at EME

Technologies,Mohali.
Grievance is any kind of dissatisfaction with regard to pay,promotion,suspension,working
condition etc..
The objective of the study is to find the effectiveness of grievance handling mechanism being
followed.
The sample size is 35 and the population size is 140.

The tools used for the study are Percentage method and Correlation.

The study infers that most of employees are highly satisfied with the mechanism being followed.
4
 TABLE OF CONTENTS

LIST OF TABLES

CHAPTER TITLE PAGE NO.

I INTRODUCTION
1.1 Profile of the organization 1
1.2 Introduction to the study 5
II REVIEW OF LITERATURE 6
III OBJECTIVES OF THE STUDY 12
IV RESEARCH METHODOLOGY 13
V DATA ANALYSIS AND INTERPRETATION 17
VI 6.1 FINDINGS OF THE STUDY 35
6.2SUGGESTIONS, RECOMMENDATIONS 37
VII CONCLUSION
38
VIII SCOPE AND LIMITATIONS OF THE 39
STUDY
 CHAPTER I
PROFILE OF THE COMPANY

1. Introduction

EME Technologies, locateed at Mohali is one of the leading software company at Mohali.
It was the researchers privilege that she could complete hers summer internship there and
learn about their recruitment process.
When the required number and kind of manpower is determined by the firm, the role of
management is to find places where they require that manpower and how many out of
them are available. The management also finds the different ways of attracting the probable
human resource towards the organization before the process of selecting them for the job.
This entire process is known as recruitment. Recruitment is not employment, but it is a part
of employment. Recruitment is also not selection, but an activity carried out before
selection of candidates takes place. To speak in the technical context, the process of
recruitment is carried out before the function of selection and comprises of only finding the
sources of probable employees, developing those sources and arousing interest in them to
apply for the job vacancies in the firm.

EME Technologies a software company is managed by a team of dedicated, committed and

highly qualified software & hardware professional.The company is fortunate enough to
have been associated with expert and experienced faculty in the fields of Software,
Hardware and WebTechnologies,Embedded System, PCB
Designing,Networking,Autocad,automationandmanymore.
One of the areas of our specializations is Project study, analysis, development and its live
implementation.The computer faculty in our computer institute has hands-on experience in
software development and has a proven track record in training and guiding the students.
They takeintensive care from the very first step of selecting the Project titleand
encouraging the student to venture a distinct project, involve themselves in the Project by
putting their own effort, time and subject to write programs to execute the same.
In case of any problems, the faculty in-charge willingly guides the student and helps them
in successfully executing the Project.Faculty give their support 24/7 toclient.
The institutes objectives is to empower the future computer Professionals by providing
them decent work atmosphere, individual attention, creating confidence in them by
encouraging them take-up the Project on their own, right from selection of topic until its
implementation, facilitating its submission, under the supervision and guidance of
experienced and expert faculty.EME delivers an integrated portfolio of solutions and
services reflecting a broad range of technology and business practices.

1.1.2 EME-Overview

The EME Technologies, is located in Mohali in 7 Phase and in Chandigarh.

EMETECHNOLOGIES are Offshore Outsourcing Consultantswith a leading edge
technology focus on deliveringthe best and most cost-effective solutions to their clients in
various areas of web development services and solutions.

The team at EME Technologies consists of over 30 highly skilled professionals

associated with Information Technology. EMETechnologies delivers total solutions for
software development and maintenance needs, serving companies from the smallest of
start-ups to the largest of the Global 2000. We specialize in offshore software development
and web applications.

At EME Technologies a talented group of designers and interface engineers are

masters at effectively conveying a consistent corporate message and brand while
concentrating on ensuring a pleasant and useful user experience. They help in effectively
market the company by utilizing their skills in web strategy, creative interface design,
corporate branding and logo design, online marketing strategy and copywriting.

1.1.3 Vertical practices

1.1.3.1 Service Practices

The various types of services that are offered by this company are as follows
1.1.3.1.1. Custom web applications
1.1.3.1.2. Web designing
1.1.3.1.3. Complete e-business solutions
1.1.3.1.4. Ecommerce business
1.1.3.1.5. SEO Service
1.1.3.1.6. Web Data Mining
1.1.3.1.7. Training and Consulting Services for the Development of
Embedded Systems

1.3.1.1.1. Custom application development

 It is meant for designing a software that has been designed and programmed for a
specific function/need. Custom application development is capable of producing
practically any feature you may desire for your site.

EME TECHNOLOGIES provide total flexibility in terms of Custom application

development - the process is essentially "Client Driven". It is important to
remember that a well-designed database should provide the end product that is
tailored to meet both your professional and practical business needs and therefore
serve its intended purpose

1.3.1.1.2. Web Designing

EME TECHNOLOGIES has a team of experienced multi media and web designers
for professional web site designing who work closely with our programming team
to integrate the various components with a consistent look and feel that represents
your corporate brand image. We know the importance of a "first web impression" in
web site design and our experienced team will advise you on how best to take
advantage of changing trends and expectations

1.3.1.1.3. Complete e-business solutions

EME Technologies ' Complete e-business solutions offer a powerful combination
of design and technology. This comprehensive set of online e-commerce
technology is designed to help you make the most of your new or existing business.
Their complete e-business solutions will help you increase your sales and improve
your bottom line.

1.3.1.1.4. E-commerce business development

Their shopping cart solutions are all you need to be a successful online store. Meet
any growing e- commerce requirements with our shopping cart solutions for all
sectors of the market. With the advent of technology, business has increased
manifold.

If you are not updating your business in accordance to the changing scenario then a
realization factor might follow showing your performance during the past time.
There cannot be any short cut to success for your retail business. All you can do is
to provide best offer to your customers by using Ecommerce solutions.

1.3.1.1.5. Search Engine Optimization Firm

It offers the facility of Optimizing and Positioning of your website in the Major
Search Engines. They initiate the SEO Service process by determining the
 Keyword/Phrase that best describe your Website/Business. Then they build META
Tags, for the few search engines that still use these.

The placement and maintenance of your website is monitored through out the year.
This becomes even more important whenever the search engines changes their
specifications. Maintenance is an extremely important aspect of a quality web site,
not just for the benefit of search engines, but also for overall accuracy of your
company's information.

1.3.1.1.6. Web Data mining

It is a proven technology for advanced analysis that detects key patterns and trends.
But the time-consuming complexity of preparing Web data with the business
context necessary for data mining has hampered its use in Web analysisuntil now.

EMETechnologies creates, maintains, and runs Internet robots that retrieve data
from the Web. The robots feed extractors that pick out useful information and can
deliver it to you in a format for processing and analysis.

1.3.1.1.7. Training and Consulting Services for the Development of Embedded

Systems
EME Technologies is pioneer in Establishing Embedded systems in Chandigarh.
Our expertise covers several microcontroller architectures and their development
tool chains. In addition we focus on topics such as time-to-market, quality
improvement , complete PCB Designing and embedded applications using Atmel
MCS51,Atmel AVR,Microchip PICcontroller, NXP ARM,Arduino and Raspberry
pi Our training and consulting services include prototyping and customized
software and hardware developments.Training, consulting or prototyping services
include applications on technologies from Atmel , microchip , NXP , Maxim etc.
Embedded Systems Development involve Microcontroller families, these
Microcontroller families require programming in Embedded C language.
EME is providing embedded system Development services and Training in
Embedded systems, Robotics, VLSI,AUTOCAD since 2010.
 CHAPTER-2

INTRODUCTION OF THE STUDY

1.2 INTRODUCTION FOR THE STUDY

1. The aim of the study is to find whether the grievance handling mechanism ensures that
employees problems are recognized and appropriately reviewed in a prompt and timely
manner.

2. The grievance mechanism acts as a foundation for a harmonious and healthy relationship
between employee and employer.
3. The grievance mechanism ensures a fair and just treatment of employees concerns and
prompt resolution of grievances without discrimination, coercion, restraint or reprisal
against any employee who may submit or be involved in a grievance.
 CHAPTER-3

REVIEW OF LITERATURE
REVIEW OF LITERATURE

GRIEVANCE

Grievance is any discontent or dissatisfaction that affects organizational performance. As

such it can be stated or unvoiced, written or oral, legitimate or ridiculous. If the dissatisfaction of
employees goes unattended or the conditions causing it are not corrected, the irritation is likely
to increase and lead to unfavorable attitude towards the management and unhealthy relations in
the organization.
The formal mechanism for dealing with such workers dissatisfaction is called grievance
procedure. All companies whether unionized or not should have established and known grievance
methods of processing grievances. The primary value of grievance procedure is that it can assist
in minimizing discontent and dissatisfaction that may have adverse effects upon co-operation and
productivity. A grievance procedure is necessary in large organization which has numerous
personnel and many levels with the result that the manager is unable to keep a check on each
individual, or be involved in every aspect of working of the small organization.

The usual steps in grievance procedure are

1. Conference among the aggrieved employee, the supervisor, and the union steward.
2. Conference between middle management and middle union leadership.
3. Conference between top management and top union leadership.
4. Arbitration.
There may be variations in the procedures followed for resolving employee grievances.
Variations may result from such factors as organizational or decision-making structures or size of
the plant or company. Large organizations do tend to have formal grievance procedures involving
succession of steps.

Arbitration
Arbitration is a procedure in which a neutral third party studies the bargaining situation,
listens to both the parties and gathers information, and then makes recommendations that are
binding on the parties. Arbitration has achieved a certain degree of success in resolving disputes
between the labour and the management. The labour union generally takes initiative to go for
arbitration. When the union so decides, it notifies the management. At this point, the union and
company must select an arbitrator.

Guidelines
When processing grievances, there are several important guidelines to consider Check the
grievants title and employment status to determine if he / she are included in a union eligible
classification.

Note the supervisors respondent obligation under the grievance procedure.

Review the requested solution to the grievance. Determine if the relief sought is beyond
a supervisors authority to grant.
Review all policies or other information related to the grievance.

Conduct a thorough investigation of the allegations.

Prepare a written response including the reason for the decision and provide a copy to the
grievant.
Grievance materials should be maintained in a separate file from either personnel files or
records.

Articles related to grievance

Measures of supervisory behaviors and supervisors knowledge of the collective

agreement should, intuitively, be related to the occurrence of grievable events, but there has been
no theory advanced to explain grievable events. Kliener , Nigkelsburg and Pilarski implicitly
assumed that supervisor monitoring of employees will increase the number of grievable events,
but a theoretical basis or rationale for this assumed relationship is not discussed.

Grievants were less satisfied with their jobs, had poorer attitudes toward their line
supervisors, had greater feelings of pay inequity, had stronger beliefs that workers should
14
participate in decision-making, were less satisfied with their unions, and more active in their
unions. The lower satisfaction with the union among grievant may be due to dissatisfaction with
the processing of grievances. Grievants were more younger and had less education than
nongrievants.

Gordon and Miller, Allen and Keavney and Klass note the important role that expectancy
theory could play in differentiating grievants and nongrievants. Although not a complete test of
expectancy theory, Lewin and Boroff did include the employees perceived effectiveness of the
grievance procedure as an explanatory variable. Surprisingly, this was not significantly related to
grievance filing. Further research focusing on expectancy theory and grievance filing that more
fully develops testable hypotheses derived from expectancy theory seems appropriate.

Bemmels, Reshef and Stratton-Devine included the shop stewards assessment of how
frequently employees approach them with complaints. Although most grievances are formally
filed by employees, the initiation of a grievance can come from employees or stewards.
Complaining to the shop stewards is the employees role in the grievance initiation process. Both
of these studies found the work group with employees who complained to the stewards more
frequently had grievance rates. Employees complaining to their stewards is a precursor to
grievance filing. The measure of consideration and structure were significantly related to
frequency of employee complaints in Bemmels and the stewards assessment of the supervisors
knowledge of the collective agreement was negatively related to complaints.

Lewin and Peterson found a positive relationship with grievance procedure structure and
grievance rates. They also found higher grievance rates under procedures that include provisions
for expedited grievance handling. It was found that provisions allowing oral presentation of
grievances was related to lower rates of written grievances, and screening of potential grievances
was related to lower rates of written grievance, and screening of potential grievances by a
committee or other union officials was associated with lower grievance rates. The number of
steps in the grievance procedure and the length of time allowed for filing a grievance were not
related to grievance rates.
15
 Lewin and Peterson argued that evaluations of grievance procedure effectiveness should
include subjective evaluations by the participants as well as objective measures reflecting the
operation of the grievance procedure. They argued that subjective evaluations are the preferred
method for evaluating grievance procedure effectiveness. Effectiveness was difficult to interpret from
measures reflecting the operation of grievance procedures such as grievance rates, settlement levels
and arbitration rates since it was not clear what the optimal magnitudes might be for these measures.
Furthermore the purpose of grievance procedure is to resolve disputes about the interpretation and
application of collective agreements. Grievance procedures exist for the benefit of the employees,
employers and unions. If the parties were satisfied with the operation of the grievance procedure, it
seems to more important than attaining some predetermined optimal magnitude of grievance filing or
when, where, and how grievances are being resolved.

Grievance procedures are related to other attitudinal measures and the behaviors of shop
stewards in the grievance procedure. Grievance procedure effectiveness was related to union
members overall satisfaction with the union. Grievance procedures have been found to relate to
union commitment, employer commitment and dual commitment. Employer commitment has
found to be negatively related to absenteeism and turnover and union commitment has found to
have a positive relationship with union participation and with shop steward behavior in the
grievance procedure. Many studies still report empirical analysis with no theoretical grounding,
or only intuitive and ad hoc hypotheses.

Grievance could be classified into 4 basic types: Discrimination charges, rules violation,
general or unclassified complaints and discipline.

Discrimination was spelled out as based upon race, sex, religion, color, national origin, age,
veteran status, or handicapped.

Grievance corresponding rules violation was an employees interpretation of application of

policies and procedures governing personnel policies, department work rules, unsafe or unhealthy
working conditions, or other policies or procedures of a working nature.
16
Disciplinary actions are the category least classified as a grievance. Legalistic approach was used
to handle such cases. With the possibility of adverse legal action arising from unjust discipline,
separate systems are often established in discipline cases to ensure the employees complete due
process rights.

Five types of grievance systems were typically noted in the literature. They were the open
door policy, step-review method, peer-review also called the grievance committee or
roundtable, ombudsman and hearing officer. In the public sector study. The predominant
method of grievance adjudication was the step-review method used either singularly or in
combination with a peer-review committee. The step-review method had characteristics
similar to the grievance / arbitration procedures found in union contracts.
The step-review method has a preestablished set of steps for reviewing employee
complaints by succeeding higher levels of agency personnel.

Benefits of having Grievance procedure:

The grievance procedure provides a means for identifying practices, procedures,

and administrative policies that are causing employee complaints so that changes
can be considered.

They reduce costly employment suits.

A grievance procedure allows managers to establish a uniform labour policy. A

grievance system can be a reliable mechanism to learn of, and resolve employee
dissatisfaction. It can produce early settlements to disputes or provide for correction of
contested employment issues.
 CHAPTER-4
OBJECTIVES OF THE STUDY
 OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVE

To study the effectiveness of grievance handling mechanism.

SECONDARY OBJECTIVE

1. To identify whether the employees are aware of the grievance handling mechanism.
2. To identify whether the grievance handling system leads to a favorable attitude
towards the management
3. To identify that the grievance handling system leads to a mutual understanding
between workers and the management
4. To know the level of satisfaction towards the grievance handling procedure of the
organization
5. To identify the factors influencing the effectiveness of the grievance handling in the
organization
 CHAPTER-5
RESEARCH METHODOLOGY
RESEARCH METHODOLOGY

RESEARCH
Research is a process in which the researcher wishes to find out the end result for
a given problem and thus the solution helps in future course of action. The research has
been defined as A careful investigation or enquiry especially through search for new fact
in any branch of knowledge.

RESEARCH METHODOLOGY

The procedure using, which researchers go about their work of describing, explaining and
predicting phenomena, is called Methodology. Methods compromise the procedures used
for generating, collecting, and evaluating data. Methods are the ways of obtaining
information useful for assessing explanation.

TYPES OF RESEARCH
The type of research used in this project is descriptive in nature. Descriptive
research is essentially a fact finding related largely to the present, abstracting generations
by cross sectional study of the current situation .The descriptive methods are extensively
used in the physical and natural science, for instance when physics measures, biology
classifies, zoology dissects and geology studies the rock. But its use in social science is
more common, as in socio economic surveys and job and activity analysis.

DESCRIPTIVE RESEARCH AIMS

To portray the characteristics of a particular individual situation or group(with or
without specific initial hypothesis about the nature of this characteristics).

To determine the frequency with which something occurs or with which it is

associated
with something else( usually , but not always ,with a specific initial hypothesis).
The descriptive method has certain limitation; one is that the research may make
description itself an end itself. Research is essentially creative and demands the discovery
of facts on order to lead a solution of the problem. A second limitation is associated
whether the statistical techniques dominate. The desire to over emphasis central tendencies
and to fact in terms of Average, Correlation, Means and dispersion may not always be
either welcome. This limitation arises because statistics which is partly a descriptive tool of
analysis can aid but not always explain causal relation.

DESIGN OF DESCRIPTIVE STUDIES:

Descriptive studies aim at portraying accurately the characteristics of a particular
group or solution. One may under take a descriptive study about the work in the factory,
health and welfare. A descriptive study may be concerned with the right to strike, capital
punishment, prohibition etc:

A descriptive study involves the following steps:

1. Formulating the objectives of the study.
2. Defining the population and selecting the sample.
3. Designing the method of data collection.
4. Analysis of the data.
5. Conclusion and recommendation for further improvement in the practices.

Description of statistical tools used

Percentage method
Correlation

Percentage method
In this project percentage method test and used. The following are the formula

Percentage of Respondent = No. of Respondent x 100

Total no. of Respondent

CORRELATION

Correlation analysis deals with the association between two or more variables. It does not
tell anything about cause and effect relationship. Correlation is describd or classified in
several different ways. Three of the most important ways of classifying correlation are :
 1. Positive and Negative
2. Simple, Multiple and Partial
3. Linear and Non-Linear

Karl Pearsons method is popularly known as Pearsons coefficient of correlation. It

is denoted by the symbol r.
xy
Formula for Karl Pearsons coefficient r = ______________

x2 * y2

The value of the coefficient of correlation as obtained by the above formula shall
always lie between +1 and -1. When r = 1, it means there is perfect positive correlation
between variables. When r = -1, it means there is perfect negative correlation between
variables. When r = 0, it means no relationship between variables.

Data collection method

Data was collected using Questionnaire. This method is quite popular in case of big
enquires. Private individuals, research workers, private and public organizations and even
government are adopting it. A questionnaire consists of a number of question involves
both specific and general question related to Grievance Handling.

Sources of data
The two sources of data collection are namely primary & secondary.

Primary Data:
Primary data are fresh data collected through survey from the employees using
questionnaire.

Secondary Data
Secondary data are collected from books and internet.
Research design
 Research design is the specification of the method and procedure for
acquiring the information needed to solve the problem.

22
The research design followed for this research study is descriptive research design where we
find a solution to an existing problem. The problem of this study is to find the effectiveness
of Grievance Handling at Lucas- TVS Limited.

Sample Design
Sample Element : Employees at Lucas- TVS Limited.
Sample Size : 35 samples
Sample Test : Percentage Method & Correlation
Sample Media : Questionnaire
Sampling Method : Simple Random Sampling
 CHAPTER V

DATA ANALYSIS AND INTERPRETATION

Distribution of respondents regarding Temporary relief

Chart No: 5.1

 temporary relief
60

50

40

30

20

10
Percent

0
yes no

temporary relief
Distribution of respondents based on age
Table:
5.2

Percentag
Sl.No. Age e

1 19-25 6 17.1

24
24

2 26-30 29 82.9

Total 35 100

Inference:

From the above table it is inferred that 17.1% of respondents are between the age group
19-25 and 82.9% are between the age group 26-30.

Distribution of respondents based on age

Chart No: 5.2

age
19-25

26-30

Distribution of respondents towards supervisors level of skill

Table: 5.3
25
 Supervisor
Sl.No. possess necessary Frequency Percentage
skill

1 very highly skilled 32 91.4

2 moderately skilled 3 8.6

Total 35 100

Inference:

From the above table it is inferred that 91.4% of respondents state that their supervisor
are highly skilled and 8.6% state that their supervisor is moderately skilled.

Distribution of respondents towards supervisors level of skill

Chart No: 5.3

 supervisor has skill
100

80

60

40

20
Percent

0 very highly skilled moderately skilled

supervisor has skill

Distribution of respondents towards awareness of

committees Table: 5.4

Sl.No Awareness Frequency Percentag

26
 of e
committees

1 yes 35 100.0

Total 35 100

Inference:

From the above table it is inferred that 100% of respondents are aware of the various
committees that are framed for redressing their grievance.

Distribution of respondents towards awareness of committees

Chart No: 5.4

 various committee
120

100

80

60

40

20
Percent

0
yes

various committee
Distribution of respondents towards decision given

Table: 5.5

Sl.No. Decision Frequency Percentage given

is
satisfactory
or not
27
 1 Highly
satisfactory 31 88.6

2 Moderately 4 11.4
satisfactory

Total 35 100

Inference:

From the above table it is inferred that 88.6% of respondents are highly satisfied towards
the decision given by the management and 11.4% of respondents are moderately satisfied
towards the decision.

Distribution of respondents towards decision given

Chart No: 5.5

 feel about decision given
100

80

60

40

20
Percent

0 highly satisfactory moderately satisfact

feel about decision given

Distribution of respondents towards the informal channel

Table: 5.6

Sl.No Informal No. of respondents Percentage

channel
28
 1 co worker 23 65.7

2 peer 12 34.3

Total 35 100

Inference:

From the above table it is inferred that 65.7% of respondents communicate to their co-
workers and 34.3% of respondents communicate to their peer.
Distribution of respondents towards the informal channel
Chart No: 5.6
 informal channel
70

60

50

40

30

20

10
Percent

0
co w orker peer

informal channel
Distribution of respondents towards real basis of identification of their grievance

Table: 5.7

Sl.No. Real basis Frequency Percentage

1 strongly
agree 27 77.1
29
 2 agree 8 22.9

Total 35 100

Inference:

From the above table it is inferred that 77.1% of respondents strongly agree that real basis is
identified and 22.9% of respondents agree that real basis is identified.

Distribution of respondents towards real basis of identification of their grievance

Chart No: 5.7

real basis identified

agree

strongly agree

Distribution of respondents towards mechanism followed resolves grievance or not

Table: 5.8

Sl.No. Mechanism No. of Percentage

resolves respondents

30
 grievance
or not

1 yes 34 97.1

2 no 1 2.9

Total 35 100

Inference:

From the above table it is inferred that 97.1% of respondents agree that mechanism resolves
grievance and 2.9% of respondents disagree that mechanism does not resolve grievance.

Distribution of respondents towards mechanism followed resolves grievance or not

Chart No: 5.8

mechanism resolves grievance

no

yes

Distribution of respondents towards importance given to discussion and conference

Table: 5.9
31
 Sl.No. Discussion and No. of Percentage
conference respondents

1 strongly agree 29 82.9

2 agree 6 17.1

Total 35 100

Inference:

From the above table it is inferred that 82.9% of respondents strongly agree that discussion
and conference is facilitated and 17.1% of respondents agree that discussion and conference is
facilitated.
Distribution of respondents towards importance given to discussion and conference

Chart No: 5.9

 discussion and conference
100

80

60

40

20
Percent

0
strongly agree agree

discussion and conference

Distribution of respondents regarding whom they redress for grievance

TABLE NO: 5.10

Sl.No. Whom do Frequency Percentage

you redress
1 office 4 11.4
bearers
32
 2 committee 16 45.7
members
3 3 8.6
hr
4 2 5.7
mangers
5 7 20.0
union
members
6 1 2.9
counselor
7 1 2.9
friends
8 1 2.9
co workers

Total 35 100

Inference:

From the above table it is inferred that 11.4% of respondents communicate grievances
through office bearers, 45.7% through committee members, 8.6% through HR, 5.7 through
managers, 20% through union members, 2.9 through counselor, 2.9 through friends and 2.9
through co workers.
Distribution of respondents regarding whom they redress for grievance

Chart No: 5.10

33
 to whom to redress

co w orkers
friends

counsellor offiece bearers

union members

mangers
committee members

hr

Distribution of respondents based on qualification

Table: 5.11
34
 Sl.No. Qualification Frequency Percentage

1 higher 31 88.6
secondary

2 diploma 1 2.9

3 under graduate 3 8.6

Total 35 100

Inference:

From the above table it is inferred that 88.6% of respondents are qualified up to higher
secondary, 2.9% of respondents are diploma and 8.6% are under graduate.

Distribution of respondents based on qualification

Chart No: 5.11

qualification

under graduate

diploma

higher secondary

35
Distribution of respondents regarding awareness of various committees

Chart No: 5.12

36
available comit
tei,sga,transport,w e canteen,sga

transport,w elfare, s sga,tei, transport

transport,w elfare,sg
tei,sga,canteen,tran

transport,safety, ca
canteen,tei,safety,t
safety,transport,sga
Distribution of respondents regarding regular follow up

Table: 5.13
37
 Sl.No. Regular No. of Percentage
follow-up respondents

1 Yes 35 100.0

Total 35 100

Inference:

From the above table it is inferred that 100% of respondents have agreed that there is
regular follow up to ensure right decision is given.

Distribution of respondents regarding regular follow up

Chart No: 5.13

 regular follow up
120

100

80

60

40

20
Percent

0
yes

regular follow up
Distribution of respondents regarding supervisors authority

Table: 5.14

Sl.No Supervisor has given No. of Percentage

38
 authority respondents

Valid Has given authority 35 100.0

Total 35 100

Inference:

From the above table it is inferred that 100% of respondents have agreed that supervisor is given
authority.

Distribution of respondents regarding supervisors authority

Chart No: 5.14

 supervisor given authority
120

100

80

60

40

20
Percent

0
has given authority

supervisor given authority

ANALYSIS USING CORRELATION

To know whether there is correlation between feel about decision given and real basis
identification

Let X be Feel about decision given

Let Y be Real basis identification
39
 Table: 5.15

real basis identified Total

Strongly agree agree

Feel about highly 25 6 31

decision satisfactory
given

moderately 2 2 4
satisfactory

Total 27 8 35

Table: 5.16
Values for correlation

x2 y2 xy
180.5 364.5 256.5

xy
r = ______________

(x2 * y2 )

Substituting the values of x2, y2, xy in the above equation we get.

r=1

Inference:

Since the value of r is equal to one the variables are positively correlated. A variation in one
variable will cause variation in another
ANALYSIS USING CORRELATION

To know whether there is correlation between discussion and conference and supervisor
has skill
40
Let X be Discussion and conference.
Let Y be Supervisor has skill.

Table: 5.17

Total
supervisor has skill
moderately
skilled
very highly skilled
discussion
and strongly 28 1 29
conference agree

agree 4 2 6

32 3 35
Total

Table: 5.18

Values for correlation

x2 y2 xy
420.5 264.5 333.5

xy
r = ______________

(x2 * y2 )

Substituting the values of x2, y2, xy in the above equation we get.

r=1

Inference:

Since the value of r is equal to one the variables are positively correlated. A variation in one
variable will cause variation in another.
CHAPTER VI
41
 6.1 FINDINGS OF THE STUDY

1. 54.3% of respondents state that they are being provided with temporary relief until final
decision is taken.

2. 82.9% of the respondents are between the age group 26-30.

3. 91.4% of respondents state that their supervisors are highly skilled that is the supervisors
possess necessary human relation skills.

4. 100% of respondents are aware of the various committees that are framed for redressing
their grievance.

5. 88.6% of respondents are highly satisfied towards the decision given by the management.

6. 65.7% of respondents communicate to their co-workers. It is their informal channel.

7. 77.1% of respondents strongly agree that real basis of there is identified.

8. 97.1% of respondents agree that mechanism being followed resolves their grievance.

9. 82.9% of respondents strongly agree that discussion and conference is facilitated

rather than executive authority.

10. 45.7% of respondents immediately redress their grievance through committee members.

11. 88.6% of respondents are qualified up to higher secondary.

12. 25.7% of respondents are aware of tei, sga, canteen, transport committees available.
42
13. 100% of respondents have agreed that there is regular follow up to ensure right decision is
given.

14. 100% of respondents have agreed that supervisor is given authority to take action
necessary to resolve the problem.

15. When there is deviation in the real basis identification it will be reflected in the level
of satisfaction regarding decision given.
SUGGESTIONS AND
RECOMMENDATIONS
43
1. Job descriptions, responsibilities should be as clear as possible. Everyone should be
informed of companys goals and expectation including what is expected from each
individual.

2. Informal counseling helps to address and manage grievances in the workplace.

3. Conflict management in the organization will be helpful to reduce the number of

grievance rates.

4. Open door policy can be used. The barriers that exist between the various categories are
to some extent broken by personal contact and mutual understanding.

5. Suggestion boxes can be installed. This brings the problem or conflict of interest to light.

6. Accident rates, Requests for transfers, Resignations, and disciplinary cases should
be analyzed since they reveal the general patterns that are not apparent.

7. Temporary relief can be provided so that the delay does not increase his frustration and
anxiety and thereby not affecting his / her morale and productivity.
CHAPTER VII
44
 CONCLUSION

The study reveals that the Grievance handling mechanism is satisfactory. The organization is
recognizing the importance of satisfying the employees and retaining them. Further
improvements can be made so that all members are highly satisfied with the procedure. The
suggestions and recommendations when implemented will still more benefit the organization.
45
 CHAPTER VIII

Limitations of the study

The sample size was restricted to 100

Personal interview was not allowed.

Scope for the study

The project throws light on need for Grievance handling mechanism and this study
facilitates the management for further improvement on the same.

This study will be useful when similar kind of research is undertaken.

46
 ANNEXURE I

BIBLIOGRAPHY

1. Aswathappa, K., Human resource and Personnel management, TATA McGraw- HILL.

2. Arun monappa and Saiyadain, Mirza S., Personnel management, TATA McGraw- HILL.

3. Flippo, Edwin B., Personnel management, McGRAW-HILL International Publications.

WEB SITE

1. www.citehr.com
2. www.findatricles.com
47
 ANNEXURE II

QUESTIONNAIRE

1. Name:

2. Gender:

i.Male [ ]
ii.Female[ ]

3. Age:
i.19-25 [ ]
ii.26-30 [ ]
iii.31 and above[ ]

4. Edicational qualification:

i.Higher secondary[ ]
ii.Diploma [ ]
iii.Under graduate [ ]
iv.Post graduate [ ]

5. Marital status:
i.Married [ ]
ii.Unmarried[ ]

6. Are you aware of the various committees that redress the grievance?
i.Yes[ ]
48
 ii.No[ ]

7. If yes for above question kindly list out the various committees available

8. Are you aware of the members of the various committees?

i.Yes[ ]
ii.No[ ]

9. Are you aware of the weekly/monthly meetings of the various committees

which are being held?

i.Yes[ ]
ii.No[ ]

10. .In case the grievance has to be immediately redressed to whom do

you communicate?

11.Is there any informal channel to redress your grievance such as

i.Co-worker[ ]
ii.Peer[ ]
iii.If others,please specify( )

12.Is the real basis of your problem identified?

iStrongly agree[ ]
ii.Agree[ ]
iii.Disagree[ ]
iv.Strongly disagree[ ]
49
13. Does your higher authority listen when your grievance is presented?
i.Listens patiently[ ]
ii.Shouts at you[ ]
iii.Does not listen at all[ ]

14. Is imporatance given to what is right rather than who is

right? i.Yes[ ]
ii.No[ ]

15. Are you constantly informed on what is being done about your grievance?
i.Very often being informed[ ]
ii.Seldom being informed [ ]
iii.Does not inform at all [ ]

16. Is an atmosphere of cordiality and co-operation facilitated through mutual discussion

and conference?
i.Yes[ ]
ii.No[ ]

17. Is there a positive and friendly approach during grievance handling?

i.Yes[ ]
ii.No[ ]

18. Do you feel that discussion and conference is given more importance rather than
executive authority?
i. Strongly agree[ ]
ii. Agree[ ]
iii. Disagree[ ]
iv. Strongly disagree[ ]
50
19. Is there a spirit of give and take and sharing and working together?

i.Yes[ ]
ii.No[ ]

20. Has the mechanism being followed resolves you grievance?

i.Yes[ ]
ii.No[ ]

21. How do you feel about the decision given corresponding to your grievance? Is it
i.Highly satisfactory[ ]
ii.Moderately satisfactory[ ]
iii.No satisfaction[ ]

22. Is there regular follow up to ensure that the right decision has ended up in
satiafaction? i.Yes[ ]
ii.No[ ]

23. Is there any temporary relief provided until proper decision is made so that it does
not raise any adverse effects within the organization?
i.Yes[ ]
ii.No[ ]

24. Do the various committee members actively engage in resolving your problem?
i.Yes[ ]
ii.No[ ]
51
25. If the decision is not satisfactory are you given opportunity to take it to hjgher officials?
i.Yes[ ]
ii.No[ ]

26. Do you feel open to share your grievances?

i.Yes[ ]
ii.No[ ]

27. Do you feel that the supervisor possesses necessary human relation skills in terms of
understanding your problem?
i.Very highly skilled[ ]
ii.Moderately skilled[ ]
iii.Not skilled[ ]

28.Are the matters relevant to the grievance kept confidential?

i.highly confidential[ ]
ii.Not kept confidential[ ]

29.Are the procedures for conveying grievance simple and easy to utilize?
i.Very simple[ ]
ii.Difficult to utilize[ ]

30.Is the supervisor given authority to take action necessary to resolve the problem?
i.Has given authority[ ]
ii.Does not have authority[ ]

31.Are proper records maintained on each grievance?

i.Yes[ ]
ii.No[ ]
52