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INTRODUCTION

Human Resource Management:

Human resources are one of the most vital assets of an organization as the
productivity of all other resources depends up on people. Human resources are also regarded
as human factor, human assets and human capital. The factors of production are land, labour,
capital and organization. Human resources is the most important factor of production. Human
resources handle all physical and financial resources in an organization. Without their efforts,
these non-human resources remain idle.

Human Resource Management (HRM) is the management of human resources. It is


designed to maximize employee performance in service of an employer's strategic objectives.
Human Resource Management is a management function that helps manager’s recruit,
select, train and develops members of an organization. It focuses on the people in the
organizations.
HRM deals with the design of formal systems in an organization to ensure the effective
and efficient use of human talent at accomplishing organizational goals.

INTRODUCTION TO GRIEVANCE

In today’s dynamic world, creativity is vital to every organization. People in the organization
are the only resources of such creativity. The human resources can produce unlimited ideas.
No other resources in the organization can do that. All the activities of an organization are
initiated and accomplished by the persons to makeup the organization.
In their working life, employees do get dissatisfied with various aspects of working- may be
with the attitude of the manager ,policy of the company, working conditions or behavior of
colleagues. Employers try to ignore or suppress grievances. But they cannot be suppressed
for long. Grievance acts as rust which corrodes the very fabric of organization.
Grievance:

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, beliefs
or even feels to be unfair, and just or inequitable”.

Grievance may be any genuine or imaginary feeling of dissatisfaction or injustice which an


employee experiences about his job and it’s nature, about the management policies and
procedures. It must be expressed by the employee and brought to the notice of the
management and the organization

Grievance Redressal:

Grievance Redressal is a management- and governance-related process used commonly


in India. While the term "Grievance Redressal" primarily covers the receipt and processing of
complaints from citizens and consumers, a wider definition includes actions taken on any
issue raised by them to avail services more effectively.

The traditional approach to Grievance Redressal, which is handled through letters and
complaint forms, has very little appeal and its usage rarely reflects the actual state
of customer satisfaction or lack thereof. However, new Internet-based approaches used by the
government and more by private organizations, such as Public grievance redressal (pgportal)-
India, TripAdvisor, and ActPlease.com.

About the company

GlaxoSmithKline Consumer Healthcare Inc. is a leader in the worldwide consumer


healthcare market, with a mission to improve the quality of human life by enabling people to
do more, feel better and live longer.

Headquartered in the UK and with operations based in the US, the new company is one of the

industry leaders.

The factory at Nabha was set up in the year 1960 to produce Horlicks for the first time.
The factory at Rajahmundry was set up in the year 1975 to meet the increasing
demand for Horlicks. The area of the plant in Rajahmundry is on 50 acres of land. GSK in
Rajahmundry manufactures nutritional powders viz. Horlicks, Chocolate Horlicks, Mother
Horlicks, Junior Horlicks and Export Horlicks. Horlicks is also being exported to Bangladesh
and Srilanka from Rajahmundry plant. It ‘s annual capacity is 30 kilo tons. Current site
headcount is 1200 inclusive of contract workmen.
The factory at village Khewra, Sonapet district, on 140 acres of land, incorporates the
highest and most stringent global manufacturing practices in industry. Set up at a cost of
Rs.252 crores, the beauty of the factory is in its automated design that allows the final
product to be produced hygienically and completely untouched by human hands. Fully
operational, the plant will have the capacity to produce 26100 tons of Horlicks per annum.
The sprawling facility is environmentally friendly and is equipped with a technologically
effluent treatment plant and an incinerator for solid wastes.

GSK MISSION

“OUR GLOBAL QUEST IS TO IMPROVE THE QUALITY OF HUMAN LIFE BY


ENABLING PEOPLE TO DO MORE, FEEL BETTER AND LIVE LONGER”.

GSK INTENT:

“WE WANT TO BECOME THE UNDISPUTABLE LEADER IN OUR INDUSTRY

GSK VISION:

We want to become the indisputable leader in our industry - not simply in terms of
size, but in how we use that size to achieve our mission and improve the quality of human
life.Becoming the indisputable leader in our industry means conquering the challenges that
face us as an industry, and as a global society

GSK SPIRIT:

“We undertake our quest with enthusiasm of entrepreneurs, excited by the constant
search for innovation. We value performance achieved with effort. We will attain success as
a World class leader with each and every one of the people contributing with passion and
unmatched sense of urgency.

 Innovation and Entrepreneurship

Competitive advantage through well executed ingenuity.

 Sense of urgency

A nimble, focused resilient and fast learning organization.

 Every one committed and everyone contributing

All employees have opportunity to make meaningful contribution and to succeed based
on merit.

 Performance with Integrity

Delivering on promised organizational and individual trustworthiness.

 People with passion

People are enabled and motivated to do their best work.

 Accountability for achievement

Clear expectations; focus on critical few performance matters and will be rewarded.

 Alignment with GSK interest

 One team, in a single-minded pursuit of our mission, reflecting a common spirit and
integrated strategies.

 Develop self and others

A norm of career long learning ability across the organization


SWOT ANALYSIS:

Weakness:

 Clashing management styles.


Strength :  Poor media management.
 Products high cost
 Strong market leader brands  Quality not at par with Competitor like
 Global presence as one of the world best valoni of Ranbaxy.
company.  Intermediates problem.
 Effective marketing mix
 “Corporate Social Responsibility “driven.  Employee turnover is high. Overlapping
 Transparency, accountability and integrity. of drug portfolio

Opportunity :

Threats:
 Large market for existing OTC products.
 Growing self medication among rural and
urban population.  Sever competition from Domestic
 FMCG intermediates for effective companies like Ranbaxy
distribution channel  OTC Products becoming MA TURE
 Direct marketing to the consumers  Non availability of OTC products in rural
 Conversions of many mature products to parts.
OTC.  New area of OTC Herbals and ayurvedic
products.
 Rising costs of products

IMPORTANCE OF THE STUDY

This study would bring the Grievance Redresaal which are arising in the campany. There are
many other reasons which give rise to grievances against the organization their functionaries.
These include their malfunctioning, corrupt practices, procedural lapses, lack of transparency
& accountability, undue interference, and deficiency of skilled human resource. These
unwanted practices hinder the performance and result in the piling up of more and more
complaints.
So, the grievance redressal mechanism in a democratic set up is important for the sustenance
of the system itself. If the grievances of the people are timely solved, the people become
satisfied with the working of the organization and this satisfaction gives stability to the
organization.

The study also will be significance to organizations’ Management to identify and dealing
with the nature and causes of grievances in organizations.

Lastly, it will help the management and other set up grievance machinery to make wide and
good channel of receiving complaining in their organizations.

NEED FOR THE STUDY

 Successful organizations do not just happen but they will be framed up by the
efforts of thousands of workers who lay foundation for its success.
Hence, employees/workers are considered as the important assets of the
organization and it is the basic responsibility of the responsibility of the
management to look after them.

 Most grievances seriously disturb the employees. This may affect their morale,
productivity and their willingness to cooperate with the organization. It helps in
enhancing the work performance.
The grievance redressal mechanism serves as an outlet for employee grievances,
discontent and frustration.

 Hence, there is a need to carry out a study on grievance-redressal mechanism


because it is an important and integral part of Human resource management.
And this study helps us to know the success of grievance redressal mechanism in
making the employees satisfied and happy with the existing working conditions.
Because “Only a happy worker can be a productive worker”.
SIGNIFICANCE OF THE STUDY:

This study intends to assess ways in which the grievance management policy, strategies and
practices enhance work performance in organizations.

Through that assessment, it will help management and policy maker to make and facilitate
good policy and developing good strategic concerning grievance management in
organizations. And it will help management and workmen to make and utilize effectively
grievance management practices in the organization.

Furthermore the study will provide a solid basis for management to know the way and how
the grievance can affect work performance and the way to handle them in their organizations.
The research will help Trade unions and other set up grievance machinery to have a new
knowledge in the discipline of grievance management.

REVIEW OF LITERATURE

BOOK TITLE: Human Resource Management


AUTHOR: K Ashwathappa

PUBLICATION : Tata McGraw Hill

ABSTRACT:
A grievance may be defined as any feeling of discontent or dissatisfaction,
whether e x p r e s s e d o r n o t a n d w h e t h e r v a l i d o r n o t , a r i s i n g o u t o f
a n y t h i n g c o n n e c t e d w i t h t h e company that an employee thinks, believes or even
feels is unfair, unjust or inequitable.

A grievance may be
• Unvoiced or stated by the worker,
• Written or unwritten, and
• Valid or ridiculous, and may arise out of something connected with the company,

The formal mechanism for dealing with such worker’s dissatisfaction


is called grievance procedure.
T h e r e m a y b e v a r i a t i o n s i n t h e p r o c e d u r e s f o l l o w e d f o r r e s o l v i n g empl
oyee 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.

BOOK TITLE: Human Resource Management

AUTHOR: V S P Rao

PUBLICATION : Excel Books

ABSTRACT:

Every employee has certain expectations which he thinks must be fulfilled by


the organization he is working for. When the organization fails to do this, he develops a
feelingof d i s c o n t e n t o r d i s s a t i s f a c t i o n . w h e n a n e m p l o y e e f e e l s t h a t s o
m e t h i n g i s u n f a i r i n t h e organization, he is said to have a grievance.
A grievance may be factual, imaginary or disguised. If grievance are not identified and
redressed properly, they may adversely affect the workers, managers and the
organization. Grievances may be uncovered through observation, suggestion
boxes, an open door policy, exit interviews and opinion surveys
OBJECTIVES

General Objectives:

The major objective of this study is to assess ways in which the grievance management
policy, strategies and practices and impact on work performance in organizations.
To study the effectiveness of employee grievance redressal & its impact on employee
performance” in GlaxoSmithKline consumer Health Care Limited, Dowlaiswaram.

Specific Objectives:
(i) Identify the nature and causes of grievances in the organizations.

(ii) Determine the grievance management policy and strategies in organizations.

(iii) Determine the grievance management practices and channel of receiving complaining
in the organization.

(iv) Examine the effect of grievances on work performance

(v) To study the extent of workers participation in the Grievance-redressal mechanism.

(vi) To identify the impact of satisfaction of the workmen with respect to the existing
Grievance redressal mechanism.

(vii) To study the extent of utilization and the level of satisfaction of the workmen with
the respect to the existing grievance-redressal mechanisam.

RESERCH METHODOLOGY:

Hypothesis:
(i) Improving the working environment, performance appraisal process, workers’ salary,
rewards and incentives are the causes of grievances and improvement of these will reduce
grievances in organizations..

Sampling Area:

The universe of the present study comprise of the employees at GLAXO SMITH KLINE
CONSUMER HEALTH CARE LTD, Rajahmundry.

Sample Size:

The selection of grouped people from the universe is called as sample. The
sampling technique which is used in the present research study is simple random sampling
based on the proportionate distribution of the total population.
Sample Size is 79.

Sampling Technique :
The sampling design used for the study is random sampiling.

RESEARCH DESIGN:

Descriptive research :

Descriptive research method describe situations. They do not make accurate predictions, and
they do not determine cause and effect.

Survey method:

Survey method is one the descriptive research methods.

The essence of survey method can be explained as “questioning individuals on a topic or


topics and then describing their responses”

Survey method pursues two main purposes:

1. Describing certain aspects or characteristics of population and/or


2. Testing hypotheses about nature of relationships within a population.
Questionnaires are most popular variation of survey methods.

Questionnaire is an instrument of data collection that consists of set of predetermined and


structured questions given to respondents to respond in writing.

TOOLS OF DATA COLLECTION:

The data collection is an interest, aspect of the study for the purpose of achieving
data efficiency. Data has been collected both from primary and secondary sources.

A. Primary data collection:


Primary data is also known as the data collected for the first time through the field survey.
Such data are collected with specific set of objectives to assess the current of any variable
studied and survey was conducted by way of questionnaire to find out whether the
employees are aware of grievance policy, procedures and channels of reporting and how
employee grievance redressal mechanisms shows its impact on employee work performance
and their opinions on rated areas.
The data collection method is Questionnaire Method.
Questionnaire is an instrument of data collection that consists of set of predetermined and
structured questions given to respondents to respond in writing. This method is quite popular,
particularly in case of big enquiries. It consist of number of well planned and focus questions
which typed and printed in a definite order on a form, or set of forms
The questionnaires consists of 20 questions to study employee grievance redressal and its
impact on employee performance and this questionnaire is submitted to sample workmen in
the organization

B. Secondary data collection:

The secondary Data was collected from books, journals articles, magazines, web sites, guide
references, the records of the organization, etc. It is the data, which has been collected by
individual or someone else for the purpose of other than those of our particular research study
PERIOD OF THG STUDY

A Study on Employee Grievance Redressal and its Impact on Employee Performance with
reference to GSK ,Rajahmundry is carried for a period of 35days. A questionnaire has been
designed and survey is conducted across 79 employees from different sectors of GSK,
Rajahmundry.

SCOPE OF THE STUDY

The scope of the study is confined to know the employee grievance redressal mechanism of
GSKCH LIMITED and its impact on employee’s performance.

The scope of this study is the universe of GSKCH taking sampling size as 79 which is 3%
percent of the universe considering the employees of few departments that is production and
engineering department i.e. workmen .The scope of the study is limited since it is confined to
shop floor i.e. workmen hence it cannot be consider for the entire universe and still there is
further scope for research work.

It’s also confined to the issues like working conditions, welfare measures, the IR practices
and the role of trade unions and management in solving the grievances of the workmen.
The study also confined its focus to the present grievance policy and reporting channels
provided by the GSKCH.

The study is limited only to the extent of dowlaiswaram industrial area and is limited to the
opinions of sample workmen of GSKCH,RAJAHMUNDRY.

LIMITATIONS OF THE STUDY


The study has been met the following constraints but made effort to overcome them in order
to make this study valid.

 The study was conducted with a very limited time .


 Delaying in answering questionnaire were problems of some of workers. But spent
considerable amount of time visiting the selected respondents to follow up the
collection of questionnaires

 Lack of essential HR and union officials records, poor and ineffective information
relating to the grievances management system. But the author spent considerable
amount of time visiting the selected organizations to collect questionnaires, interact
with the respondents, thus helped to get quality and valid information for the study.

 The timing of data collection regarding grievance redressal in the organization is very
significant.

 Difficult to schedule the meeting time

THEORETICAL FRAMEWORK

There are many factors (internal and external) that can influence work
performance of the organization. Some of them are Business competition, availability of raw
material and etc. These factors can be solved and handled by using knowledge, skill and
common sense of the employees.
Grievance is one of the factor deals direct with employees and all concern their
working environment (Gupta, 2006). Therefore effective grievance handling is an essential
part of cultivating good employee relations and running a fair, successful, and productive
workplace. Grievances are natural in any organization. These should be solved as early as
possible otherwise they can create serious problems for the organization, the industry and
society.
Numbers of organization have set up grievance machinery at their working
places. Trade union movements have being working hand in hand with their respective
institutions.A systematic procedure should, therefore, be developed to settle all grievances.
Such a procedure provides the following benefits:
MEANING OF EMPLOYEE +GRIEVANCE+ REDRESSAL:

Employee: a person who is hired for another or for a business, firm etc in return for payment.

Grievance: Any dissatisfaction or feeling of injustice in connection with ones employment


situation that is brought into the notice of the management
.
Redressal: Actions taken on any issue raised by them to avail services more effectively.
A grievance is a sign of an employee’s discontentment with his job or his relationship with
colleagues. Grievances generally arise out of day-to-day working relations in an organization.
In an organization a grievance may be presented by an employee or group of employees, with
respect to any measure or situation that directly affects the individual or is likely to affect, the
conditions of employment of many workers.

OTHER OPERATIONAL DEFINITIONS RELATED TO STUDY


Other operation terms can be defined as:

 Impact : To have an effect on


 Employee: A person who is hired for another or for a business, firm etc in return for
payment.
Performance: The rate of output achieved by a worker, how well the job is done by
an employee.

FINDINGS&SUGGITIONS

FINDINGS:
1. Around 90 percent of the sample respondents have strongly agreed that the grievances
occur frequently in the organization whereas 10 percent of them are neutral in their
response. Hence, most of the workmen opine that grievance occur often in the
organization.

2. 40 percent of total respondents strongly disagree with the statement that they are
aware of the grievance channel and around 40percent of them are neutral in their
response only 20 percent of them agree that they are aware of the grievance channel.
Hence, majority of the respondents are not aware of grievance channel due to lack of
grievance awareness programs to the employees about the grievance mechanism.

3. 66 percent stated that grievances occur mostly through working conditions. Majority
of the workmen agree that grievance prone subjects are working conditions and work
life.

4. 44 percent of the sample respondents report their grievances to the immediate


superior. Around 24 percent of them report to HR head and whereas 20 percent of
respondents discuss with their colleagues whereas 12 percent report to their function
head. Majority of the employees report their grievances to immediate superiors.

5. 68 percent have agreed with the statement that grievance mechanism is helpful in
solving the grievances, around 12 percent disagree towards the statement and 20
percent are neutral in their response. Most of the respondents opine that grievance
mechanism is helpful in solving the grievance.

6. 50 percent disagree towards the statement that the management has been making
efforts to dispose off all Grievances procedurally with a view to ensure justice and
satisfaction, around 20 percent agree towards the statement and 30 percent are neutral
in their response. Hence, majority of the respondents feel that the management is not
making efforts to dispose off all grievances procedurally.

7. 68 percent have agreed with the statement that Speak up channel and Help Desk
Forums are useful in Carrying out Grievance Redressal and around 12 percent
disagree towards the statement and 20 percent are neutral in their response. Hence,
employees feel help desk forums are useful in carrying out Grievance Redressal.

8. Around 88 percent of the sample respondents strongly disagree with the statement that
Along with Work Related, Personal Grievances are also Being Addressed in the
organization whereas 10 percent of them are neutral in their response.
9. 24 percent have agreed with the statement that there is always a Positive Response of
the Superior Towards employees Grievances and around 42 percent disagree towards
the statement and 34 percent are neutral in their response.

10. 90 percent of the sample respondents have strongly agreed that the grievances affect
the work performance in the organization whereas 10 percent of them are neutral in
their response. There are huge number of problems and grievances of employees
regarding canteens, excessive heat in the oven rooms of production department.

SUGGESTIONS:

1. The management should develop strategies and have a better interaction with
employees to reduce the percentage of grievances occurring in GSKCH.

2. The management should conduct grievance awareness programs to bring employees


awareness on grievance practices.

3. Organization should improve working environment, working conditions which are the
causes of the grievances in the organizations. Thus will prevent or help in reducing
grievances.

4. Good superior sub-ordinate relationship should be maintained to reduce grievances.

5. Organization should develop good strategies of the grievance management


procedures.

6. The management should handle the grievances procedurally and on time to enhance
the work performance of employees.

7. Employees should be given proper awareness about using reporting channels such as
help desk and speak up.
CHAPTER – I Page No.
 INTRODUCTION
 NEED FOR THE STUDY
 OBJECTIVES OF THE STUDY
 IMPORTANCE OF THE STUDY
 SCOPE OF THE STUDY
 METHODOLOGY
 LIMITATIONS

CHAPTER – II
INDUSTRY PROFILE &

COMPANY PROFILE

CHAPTER – III
THEORETICAL FRAME WORK

CHAPTER – IV
DATA ANALYSIS AND INTERPRETATION

CHAPTER – V

SUMMARY, FINDINGS &SUGGESTIONS

CONCLUSION

ANNEXURE
BIBLIOGRAPHY

QUESTIONNAIRE
CONCLUSION

The study has been proved that, the grievances occur more often in GSKCH. Thus made
more discontent or dissatisfaction to the workers at GSKCH and it has been affected more the
employee’s performance and productivity
.
Grievance is one of the factor deals direct with employees and all concern their working
environment. Therefore effective grievance handling is an essential part of cultivating good
employee relations and running a fair, successful, and productive workplace
.
Grievances are natural in any organization. These should be solved as early as possible
otherwise they can create serious problems for the organization, the industry and society.
GSKCH has formulated a Grievance redressal mechanism for its employees advising the
officers from time to time to put in their best efforts, to capture the grievances submitted by
the workmen in the better manner at different stages and redress the grievances and
complaints expeditiously. The genuine grievances of a workman are attended to by the
managerial personnel in a well established manner and this procedure is followed at levels
for prompt action
.
In GSKCH Rajahmundry, the grievances of workmen are redressed through different
methods and ways like speak up channel,grievance committee,registers and grievance
meetings.