PROJECT REPORT

On

“A STUDY ON EFFECTIVENESS OF
GRIEVANCE REDRESSAL SYSTEM
In
Reliance Infocomm
(Samastipur)

Submitted By: Aditi Archana, Registration No: 1505006345 Course – BBA -Semester- VI
 INTRODUCTION TO THE HUMAN RESOURCE
MANAGEMENT

Human Resource Management is concerned with human beings,

who are energetic elements of management. The success of an
enterprise will depend upon the ability, strength and motivation of
persons working in it. Human Resource Management refers to
systematic approach to problems in any organization. Human
Resource Management is concerned with all aspects of managing
the human resources of an organization.
 INTRODUCTION OF THE STUDY

Grievance is defined as any dissatisfaction or any complain regarding work

or workplace filed by employee formally to his immediate supervisor or
team leader or HR Department. An organization establishes a grievance
procedure to give an avenue to the employee to file his or her
dissatisfactions or complains. Grievances arises when employees working
in organizations who may not be satisfied with aspects of their working life
such as working conditions or in terms of employment wages, overtime
payments, bonus, leave, transfers, unusual behaviours from higher
 OBJECTIVES OF THE STUDY

Reliance Infocomm being a multi-level company, I got the

opportunity to study the effectiveness of existing grievance redressal
system in the company and suggest some valuable steps to make it
more flexible and redressal oriented under the guidance of HR
Manager. The secondary objectives of my study were:
•To develop an organizational framework to resolve grievances of
employees.
•To study the mechanism of grievance redressal system thoroughly.
 OBJECTIVES OF THE STUDY

To maintain the equilibrium between the employees and the higher
authorities of an organization through quick grievance redressal system.
To study post effects of grievance redressal system on the employees and
to improve the existing one.
To know whether the employees are satisfied with the current grievance
system or not.
 EXECUTIVE SUMMARY
The grievance redressal system can be very effective when implemented and
management keeping in mind for giving real benefit to the employees. If this
implemented for only a particular section of staff then it will surely led to
discrimination and harassment in other section of staff.
The grievance redressal system helps in quick resolution of conflicts between the
staff members or between the staff members and the main company members.
It encourages employees to raise concerns without fear of reprisal. It provides a
fair & speedy means of dealing of grievances. It prevents minor disagreements
developing into more serious disputes.
Contd..
 EXECUTIVE SUMMARY
The purpose of this study has been to determine whether the
grievance handling system is useful for the company or not,
whether the redressal system provides proper solution within
time or not. The study also puts light on mechanism of
grievance redressal system. The study also suggests some ideas
to make the existing system more effective.
Certain loop holes has been determined and suggestions were
made.
 SCOPE OF THE STUDY
The project report puts light on need for grievance handling
system and this research facilitates that management of
Reliance Infocomm(Mumbai) still requires further
improvement for the same.
The study was made to know how the grievances are handled
in the organization and whether there is a need for a grievance
procedure in the organization.
This research will be useful when similar kind of research is
undertaken.
 PROBLEM STATEMENT

Every organization either small in size or in big have some

controversies either between the employees or between the staff and
their recruiters due to which they are not able to perform well in an
organization. So a quick and effective problem solving or grievance
redressal must be launched to resolve them.

From this study we will be able to find answers of the following

questions:
 PROBLEM STATEMENT

Do the employees actively use this system to share their problems?

Does the resolution provided by this system is helpful for the

employees?

What factors do the authorities look to resolve a grievance?

Does this system maintain a healthy relationship between

employees and higher authorities of an organization?
 LITERATURE REVIEW

Grievances are normally associated with dissatisfaction among employees

which related to working procedure, working facilities (Bean, 1994),
confusions on provisions stated in company’s policy (Ayadurai, 1996) and
the violation of provisions in terms and conditions of employment stated
in collective agreement (Salamon, 2000). In resolving grievances,
aggrieved employees will file their dissatisfaction through grievance
procedure and their immediate managers or supervisors are responsible to
take action within period given.
7 IMPORTANT ASPECTS OF A GOOD GRIEVANCE MANAGEMENT SYSTEM

SIMPLICITY

It must be a procedurally simple mechanism which is easy to

use by every employee across the board.
It is best to have a simple form or an online drop down menu
where an employee can effortlessly submit a grievance or
complaint as he wishes to offline or online or even by SMS call
back.
7 IMPORTANT ASPECTS OF A GOOD GRIEVANCE MANAGEMENT SYSTEM

ACCESSIBILITY

All employees must have easy access to the mechanism and it

should be quick and simple to lodge a grievance.
In earlier days, before the IT Boom and prior to the advent of
Internet, there used to be cards or forms which could be filled up
and put in easily accessible drop boxes which were located all over
the workplace, canteens and shop-floors.
Nowadays, it can be an online system must be easily accessible
24/7 to all employees from their workplace and their homes as well.
7 IMPORTANT ASPECTS OF A GOOD GRIEVANCE MANAGEMENT SYSTEM

EFFECTIVENESS
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.
 7 IMPORTANT ASPECTS OF A GOOD GRIEVANCE MANAGEMENT SYSTEM
EFFICIENCY and PROMPTNESS

The redressal of grievances and resolution of complaints must be done promptly and
speedily in an efficient manner within stipulated time frames so that employees
develop faith in the system.

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 technologically savvy and in sync
with contemporary times.
7 IMPORTANT ASPECTS OF A GOOD GRIEVANCE MANAGEMENT SYSTEM

FAIR JUST and TRANSPARENT SYSTEM

The grievance redressal mechanism must function without

fear or favour.
There must be total transparency in the procedure and
justice must be done and justice must also seen to be done in a
free and fair manner.
A good Human Resource Management System is Just Fair and
Transparent.
7 IMPORTANT ASPECTS OF A GOOD GRIEVANCE MANAGEMENT SYSTEM

SAMPLING PROCEDURE
Sampling is the selection of group with a view to
obtain information about the whole is group of persons
that represents particular community.
 The sampling method used was random sampling.
This sampling method was used because of lack of time
and lack of through knowledge about the universe. The
sample size was fixed to 30 respondents.
7 IMPORTANT ASPECTS OF A GOOD GRIEVANCE MANAGEMENT SYSTEM

SAMPLING TECHNIQUE
● Simple random sampling - The random sampling
technique Is used for this study ,as the random staff
members and higher authorities are chosen for the
questionnaire and Interview.
Type of Study - The descriptive study is used as the data
is collected through a proper planned format
TYPICAL REASONS FOR EMPLOYEE GRIEVANCES

Disagreement Over Wages Unfair Conditions of

Employees

Inequitable Work Schedule Discrimination Against Worker

Disagreement Over Hours Of Harassment of Worker

Work

I Inappropriate Use of Disciplinary

Inconsistent Performance Process
Standards
GRIEVANCE IDENTIFICATION TECHNIQUES

Observations Grip Boxes

Exit Open Door

Interview Policy
 ADVANTAGES OF
GRIEVANCE REDRESSAL
Job descriptions, responsibilities should be as clear as possible to the hired
persons. Everyone should be informed of company’s goals and expectation
including what is expected from each individual.

Informal counselling helps to address and manage grievances in the workplace.

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

The overall process and purpose of grievance handling procedure

should be cleared and well communicated to the employees.

The level of trust between employees and system should be

increased by encouraging maximum involvement of employees in
management decisions.
 RECOMMENDATIONS
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.

The overall process and purpose of grievance handling procedure

should be cleared and well communicated to the employees.

The level of trust between employees and system should be

increased by encouraging maximum involvement of employees in
management decisions.
 MAJOR FINDINGS

It should be seen that Grievances should be settled as near

as possible to the point of origin before they turn up into serious
disputes.

The employees feel that the present system of redressing grievance

is simple but some of the employees are feeling inconvenient with
the present redressal procedure.
 CONCLUSION
Managers must use judgment, empathy, consistency,
and
fairness when administering employee discipline.

All disciplinary actions should be documented in

a factual, nonjudgmental way.

Employees can use the grievance procedure to

resolve conflicts with management.
THANK YOU