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R V INSTITUTE OF MANAGEMENT
CA-17, 36th Cross, 26th Main, 4th T Block,
Jayanagar, Bangalore 560 041
20152016
BIG
Place: Bangalore
Date:
Kumar Swamy T U
141GCMD049
RashtreeyaSikshanaSamithi Trust
R V Institute of Management
th
th
th
CERTIFICATE BY GUIDE
BIG
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:
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
16
16
16
2.5. Methodology
17
18
18
19
16
DATA ANALYSIS
20 - 38
39- 42
4.1 Findings
39
4.2 Conclusion
40
4.3 Suggestions
41
42
References
Detailed account of work done for every day with date
Annexure
LIST OF
TABLES
Tabl
e
No.
1.1
1.2
06
3.1
20
3.2
21
3.3
22
3.4
23
3.5
24
3.6
25
3.7
26
3.8
27
3.9
28
3.10
29
3.11
30
3.12
31
3.13
Description
Pag
e.
No
03
32
3.14
33
3.15
34
3.16
35
3.17
36
3.18
37
3.19
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
22
27
23
24
25
26
28
29
30
31
3.13
32
3.14
33
3.15
3.16
3.17
34
35
36
3.18
37
3.19
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.
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
Page
1
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
knowledge and
information.
Page
2
Outlet
Parent group
Owner
Founded
2001
Head quarter
Jogeshwari, Mumbai
Industry
Retail
Website
www.bigbazaar.com
Tagline
Page
3
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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4
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
Reliance retail
K. Raheja Group
Walmart
Croma
Page
5
2010: Most Admired Food and Grocery Retailer of the Year : Private Labels
Food Bazaar.
2009: Most Preferred Multi Brand Food & Beverage Chain - Big Bazaar.
Strengths
Leadership
Weaknesses
and Towns
Opportunities
Threats
years.
High Competitors
international brands.
Page
6
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.
Page
7
Types of Grievances
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.
Economic:Wage, fixation, overtime, bonus, wage revision, etc. employee may feel that
they are paid less when compared to others.
defective
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.
Page
8
Miscellaneous :-
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.
g. Adequate publicity.
h.
Periodic Review.
he
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9
put in easy accessible drop boxes which were located all over the work place,
canteens and shop floors. Now a days it can be an online system, must be easily
accessible 24/7 to all employees from their workplace and their homes as well.
c. Effective:The grievance redressal mechanism must be effective. The system must work
(and be seen to work) and there must be proper monitoring, follow-up and
feedback to the employees and all concerned about the status and processing of
the complaint. The grievance redressal procedure mist ensure that it is made
unambiguously and clear evident to all employees that there is honest and
transparent effort to resolve all grievances in a fair and just manner.
d. Efficiency and promptness :The redressal of grievances and resolution of complaints must be done
promptly and speedily in an effective manner within stipulated time frames so
that employees develop faith in the system.
e. Responsiveness:The grievance redressal mechanism must be user friendly and sensitive to the
special needs of the employees. It must be gender sensitized, culturally
consonant and in harmony with the prevailing environment. Most importantly,
it must be modern and technological savvy and in sync with contemporary
times. Whatever the nature of the grievance or complaint, it must be trivialized.
Grievances must be treated with utmost empathy and this fact must be evident
to all the employees. There must be constant two way communication between
the senior management and the complaint.
f. Non-vindictive :An employee must be able to submit a complaint or grievance for redressal
without fear of retribution from higher management. The employee must not
fear of reprisal from those who he is complaining against even if they are his
seniors. Checks and balances must be put in order to ensure that there is
absolutely no victimization or harassment of the employee who is submitting a
grievance or making a complaint and whistle-bowlers must be protected. The
system must be absolutely non-punitive and there must not be the slightest
perception or even a shred of doubt in the mind of the employees that they will
be punished for making a complaint.
RV Institute of Management, Bangalore.
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10
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.
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
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11
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.
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.
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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12
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
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13
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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14
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.
Page
15
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
[Type
text]
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16
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 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.
[Type
text]
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17
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.
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.
[Type
text]
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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
[Type
text]
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19
CHAPTER 3
DATA ANALYSIS
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
[Type
text]
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20
% 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
4
0
3
5
3
0
% of
Respondents
2
5
2
0
1
5
20-25
25-30
1
0
30-35
35
&
above
The above table indicates that out of 40 respondents, 12.5% of the employees are in
the age group of 20-25years, followed by 40% of the employees are in the age of 2530 years,30% of the employees are in the age of 30-35 and 17.5% of the employees
are in the age 35 and above.
The above analysis shows that majority of the respondents are young or just married
and hence they do not have major responsibilities to be undertaken by them in their
personal lives. Therefore they can work better for the organization.
[Type
text]
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21
Particulars
SSLC
17.50
PUC
10
25.00
Degree
13
32.50
Post Graduation
10
25.00
Total
40
100.00
2
5
Post
Graduation
32.
5
Degre
e
2
5
PU
C
17.
5
SSL
C
% of
Respondents
Analysis andInterpretation:The above table indicates that 17.5% of the employees completed SSLC, 25% have
completed PUC, 32.5% have completed Degree and rest 25% of the employees have
completed Post Graduation.
The above analysis shows thatmajority of the employees have completed Degree and
only few employees have completed Post graduation. Since many of them had
completed the degree, the employees can understand the work culture of the
organization easily and they can adjust to the work culture easily.
[Type
text]
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22
Particulars
Supervisor
10.00
Team Leader
12
30.00
Team Member
15
37.50
Cashier
22.50
Total
40
100.00
23
%
10
%
30
%
37
%
Supervis
or
Team
Leader
Team
Member
Cashi
er
Analysis andInterpretation:The above table indicates that 37% of the respondents are Team Members,
followed by 30% of the respondents are Team Leaders, 23% of the respondents
are Cashiersand remaining 10% of the respondents are Supervisors.
The above analysis shows that majority of the respondents are Team Members.
This implies that majority of the respondents have more job responsibilities and
more work load. The team members also plays a vital role in the organization.
The organization should concentrate on recruiting the cashiers since the number
is small.
[Type
text]
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Particulars
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
company for 1-3 years, 10 (25%) of the employeeshave the experience of 3-5 years
and remaining 5 (12.5%) employees are in the organization for more than 5 years.
From the above analysis, it can be interpreted that more than 87% of the employees
are working in the organization for more than one year. This association of the
employees with the organization is possible only when they are happy with their job
and when they are knowing their job responsibility.
[Type
text]
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24
Always
10
25.00
Mostly
20
50.00
Sometimes
12.50
Rarely
12.50
Total
40
100.00
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
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25
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.
[Type
text]
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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.
[Type
text]
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27
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.
[Type
text]
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28
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.
[Type
text]
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29
Yes
25
63.00
No
15
37.00
Total
40
100.00
37%
63%
Analysis andInterpretation:From the above table, it can be analyzed that out of 40 respondents,25 (63%)
respondents know about the redressal procedure in the organization &the remaining
15 (37%) do not know about the Redressal procedure followed in the organization.
From the above analysis, it is interpreted thatmore than half of the employees are
aware of the redressal procedure in the organization. Some of the employees are not
aware of the redressal procedures in the organization. If the employees are aware of
the Redressal Procedure means they can perform well in organization. The company
should place the system to address the employees on grievance redressal procedure &
initiate the awareness among the employees about the same.
[Type
text]
Page
30
Yes
30
75.00
No
10
25.00
Total
40
100.00
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
[Type
text]
Page
31
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.
[Type
text]
Page
32
Particulars
Strongly Agree
12.00
Agree
15
38.00
Neutral
10
25.00
Disagree
15.00
Strongly Disagree
10.00
Total
40
100.00
15
%
25
%
10%
12%
Strongly
Agree
Agree
38
%
Neutra
l
Disagr
Analysis andInterpretation :-
ee
Strongly
Disagree
From the above analysis,it is found that 12% of the respondents are highly satisfied of
the decisions,38% of respondents are satisfied with decisions, 25% of respondents are
neutral with their opinion, 15% of the respondents are not satisfied with decisions and
remaining 10% of the employees are highly dissatisfied with the decisions taken by
the management.
From the above analysis, it can be interpreted that most employeesare satisfied with
the solution given by the management for their grievances. Some of the employees are
not happy with decisions taken by the management.The management should consider
this group and try to redress their grievances. Once the grievances of the employees
are correctly addressed, the employees will work hard to meet the expectations of the
company.
[Type
text]
Page
33
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.
[Type
text]
Page
34
16. Opportunity for meeting the Higher Authorities regarding the grievances.
Table3.16- Table showing opportunity provided to go for the higher authority.
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
Analysis andInterpretation :-
N
o
From the above table,it can be analyzed that opportunity is given to the employees to
87%
[Type
text]
Page
35
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.
[Type
text]
Page
36
Particulars
Completely
15.00
To certain extent
12
30.00
Satisfactory
18
45.00
Not at all
10.00
Total
40
100.00
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.
[Type
text]
Page
37
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
Page
38
CHAPTER 4
FINDINGS, CONCLUSION AND
SUGGESTIONS
4.1 Findings :
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.
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.
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.
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
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:
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
Register Number:141GCMD049
Week: I
Dates
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.
24-7-2015
25-7-2015
Prepared
Week: II
Dates
27-7-2015
28-7-2015
29-7-2015
30-7-2015
31-7-2015
1-8-2015
Week: III
Dates
3-8-15
4-8-15
5-8-15
6-8-15
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.
Week: IV
Dates
th
10-8-15
11-8-15
12-8-15
13-8-15
Interacted with the customers, about their review on sales persons sales
th
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
ANNEXURE
Annexure
Dear Respondents,
I Kumar swamy T U pursuing MBA 2
nd
Personal data
Name :
Age :
Designation:
Educational Qualification:
Gender :
Male { } Female { }
3-5 years { }
d) Above 5 years { }
Strongly
Agree
Agree
Neutral
Disagree
Strongly disagree
{ }
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 { }
b) Agree {
d) Disagree { }
e) Strongly disagree { }
Thank you