A

PROJECT REPORT

ON

IMPACT OF GRIEVANCE REDRESSAL PROCEDURE ON JOB SATISFACTION

Submitted to:

INC, NOIDA

FACULTY GUIDE-

MRS. ANKUR JAIN

SUBMITTED BY-

ANUSHI GUPTA

ACKNOWEDGEMENT

There are so many people whom I need to thanks for this project for their helping hand to finalize the project. Firstly, I would like to extend my gratitude to our faculty guide Mrs. Ankur Jain. I am also thankful for her support and advice, moreover her valuable time that we had taken.

Heartily thanks to our parents for always being with us. It is because of their support that we always set out for creativity. Last but not the least, I would also like to thanks all those people who spare their valuable time in filling the Questionnaire.

Thanks again to all of you.

Anushi Gupta

Table of contents

TOPIC PAGES

1. EXECUTIVE SUMMARY 3

2. RESEARCH OBJECTIVES 4

3. RESEARCH METHODOLOGY 6

4. INTRODUCTION OF TOPIC 7

5. INTRODUCTION OF THE COMPANY 8

6. ANALYSIS AND INTERPRETATION 9

7. FINDING 22

8. LIMITATION OF STUDY 23

9. CONCLUSION 24

10. ANNEXURES 25

a. BIBLIOGRAPHY 26 b. QUESTIONNAIRES 27

EXECUTIVE SUMMARY

Employees differ as individuals, in their needs, expectations and behavior. When their needs are not satisfied or their objectives are not achieved, the result is employee dissatisfaction. It is not an easy task for the management to keep all the employees satisfied and motivated, all the time. There can be different reasons for an employee being dissatisfied.

The grievance redressal procedure of an organization enables employees to air their dissatisfaction. It is important that an organization has an effective grievance redressal system.

This research is conducted to study the impact of grievance redressal procedure on the job satisfaction of the employees of Smart Chip. This report includes the various factors which are taken into consideration for measuring the job satisfaction among the employees

This research also takes into consideration the methods adopted by the employees for handling and resolving the conflict. The main focus of this study revolves around the lower level management of the organization.

RESEARCH OBJECTIVES

Primary Objectives

To study the impact of grievance redressal procedure on job satisfaction.

Secondary Objectives

To study and throw some light on the various aspects of grievances and grievance handling. Some of them are as follows:

1. Types of grievances 2. Components of job satisfaction3. Factors that mostly lead to conflicts among the employees of the organization4. Factors adopted for grievance handling5. Effect of grievance redressal procedure on job satisfaction.

RESEARCH METHODOLOGY

RESEARCH DESIGN:

Descriptive Research

DATA COLLECTION METHODS USED:

1) Primary data: Personal Interaction, Questionnaire

2) Secondary data:

a) Internet

SAMPLING TECHNIQUE:

Sampling Design: Convenience sampling

Universe: Employees

Sampling Unit: The sampling unit was limited to the employees of smart chip

Sample size: 10

ANALYSIS AND INTERPRETATION OF DATA:

Questionnaire analysis is done on the basis of the response given by the respondents.

Tools of analysis:

a) Pie charts

b) Bar diagrams

c) Percentages

INTRODUCTION OF THE TOPIC

C B Mamoria brings out the difference between dissatisfaction, grievance and complaint. Dissatisfaction arises when an individual is not happy in his job and when the organization does not recognize the individual goals. This dissatisfaction leads to complaints when an individual discusses it with another employee in the organization. When the dissatisfaction related to the work is brought to the notice of the management, complaint becomes a grievance.

Grievances can primarily be divided into three categories:1.      Complaints of corrupt practices against officers 2.      Delay in decision making by officers. 3.      Grievances against merits of the decision taken by officers.

A grievance is a sign of an employee’s discontent, either with job or the organization. The gap between employee expectations and organizational rewards normally leads to a grievance. An unpleasant relationship with the supervisor can sometimes lead to a grievance. Dale S. Beach defined grievances as “dissatisfaction or feeling of injustice in connection with one’s employment situation that is brought to the notice of the management”.

The grievance redressal procedure of an organization enables employees to air their dissatisfaction. It is important that an organization has an effective grievance redressal system. This helps the organization to solve problems at the level of an individual rather than have them result in industrial unrest. Keeping track of employee grievances also helps an organization check its policies and procedures to avoid similar problems in the future.

The management should show genuine concern and use a humanitarian approach while dealing with employee grievances. The grievance of an employee might have little significance to the management, but for the employee, it is of great significance as it concerns his career and his future in the organization. Therefore, a grievance should be analyzed and settled using a humane approach, along with procedural and legal approaches. However, care should be taken to avoid any violation of rules and regulations as this might result in future problems for the management.

INTRODUCTION OF THE COMPANY

Established in 1996 Syscom Corporation and Smart Chip Limited today occupy the leadership position in both their respective sectors. Today the companies have 47 offices in 23 states of India with employee strength of 550 nationwide. Syscom is 100 per cent subsidiary of Smart Chip Ltd.

With over a decade of experience in smart cards management systems, Smart Chip has been delivering successful smart card enabled solutions in India since 1995. Sustaining ourselves at the pinnacle of the smart card revolution in India, it has been our constant endeavor to help extend the citizen-centric benefits of the state to its populace by conceptualizing and building various innovative solutions, using smart cards as the prime delivery mechanism. Smart Chip is head quartered at Delhi with operations in over 150 districts of India and has delivered over 10 million smart cards for various applications. Smart Chip aims to make the government’s e-governance model successful and give Indian companies and systems a smart, secure and paperless work place.

Smart Chip is a member of the global smart card group Sagem Orga. Sagem Orga brings the expertise of two smart card powerhouses; Germany based ORGA Kartensysteme and French company Sagem Défense Sécurité which in turn is part of the multi-national high-tech group SAFRAN. SAFRAN is a high-technology group, organized in four branches Aerospace propulsion, Aircraft equipment, Defense Security and Communications. Sagem Orga offers a full range of smart cards, hardware, software, systems, system integration and solutions for telecommunications, banking, healthcare and ID sectors and proudly possesses one of the world’s most modern production facilities for smart cards. With a workforce currently numbering 1,800 employees worldwide, Sagem Orga is leading the Smart card market with a strong foothold.

ANALYSIS AND INTERPRETATION OF QUESTIONNAIRES

1. Job Satisfaction

opportunity

for s

elf deve

lopment

prestige

of orga

nisation

opportunity

for p

romotion

0

20

40

60

80

strongly agreedmostly agreedagreedmostly disagreedstrongly disagreed

Components of job satisfaction:

Opportunity for self development Job security Prestige of the organization Nature of work Opportunity for promotion Redressal of grievances

2. Factors that lead to grievances among the employees

strongly

agreed

mostly a

greed

agreed

mostly d

isagre

ed

strongly

disagre

ed

0

20

40

60

compensationpromotionsindustrial relationsworking environmentnature of workpolicies

3. Initial reaction of employees to their grievances

16%

16%66%

keeping it to ownselfstrongly agreed

mostly agreed

agreed

mostly disagreed

strongly disagreed

33%

33%

16%

16%

sharing with collegues

strongly agreedmostly agreedagreedmostly disagreedmostly disagreed

16%

50%

33%

discussing with supervisors

strongly agreedmostly agreedagreedmostly disagreedstrongly disagreed

4. Methods for resolving the conflicts

avoidance

accommodating

win/lose

arbitration

mediation

compromising

problem solving

0 10 20 30 40 50 60

strongly disagreedmostly disagreedagreedmostly agreedstrongly agreed

5. Satisfaction level of the employees for the conflict resolving procedure adopted by the organization

stron

gly ag

reed

mostly

agree

d

agree

d

mostly

disa

gree

d

stron

gly di

sagr

eed

0

20

40

satisfaction level

6. Conflict resolving is an important function of an organization

66%

34%stongly agreedmostly agreedagreedmostly disagreedstrongly disagreed

FINDINGS

There is no strict grievance redressal procedure followed by the company. An informal redressal system exists in the company whereby the employees can

randomly select anybody in the human resource department like human resource head or

human resource manager. The company does not follow any Standard Operating Procedure. Most of the respondents believe that grievance redressal and the opportunities for self

development are some of the major components of job satisfaction. Respondents believe that promotions and transfers are the important factors which lead to

grievances among the employees of the organization. Most of the employees would like to share their complaints and disappointments with

their colleagues and supervisors instead of keeping it themselves. Employees of the organization usually accommodate their needs or avoid the situation to

resolve the conflicts. 34% of the surveyed employees believe that the conflict resolving is an important

function of the organization.

LIMITATIONS OF STUDY

People were not ready to fill in the questionnaire

Many of the surveyed people did not reply all the questions.

The time period given for study was very limited.

The sample size was very small which is may not represent the entire population of employees.

CONCLUSION

According to the survey, the grievance redressal is the major factor of job satisfaction among employees of the organization but according to the respondents, conflict resolving procedure may not be an important function for the organization. The company may or may not follow any standard operating procedure. Most of the surveyed employees are satisfied with the method adopted by the organization for redressing the grievances or complaints of the employeeswhich is based on randomize selection.

ANNEXURES

Annexure 1

Bibliography

www.Smartchiponline.com Wiki.answers.com Harrisinteractive.com

Annexure 2

QUESTIONNAIRE

Dear respondent,

The questionnaire below has been designed to study the IMPACT OF GRIEVANCE REDRESSAL

PROCEDURE ON JOB SATISFACTION. Kindly fill in the required information which would be used for

purely academic purpose and would help me in completion of my study.

STATEMENTS STRONGLY AGREED

MOSTLY AGREED

AGREED MOSTLY DISAGREED

STRONGLY DISAGREED

1. Training is provided at regular intervals to make the employees understand & analyze different situations & to arrive at & implement the correct solutions.

2. Changing technologies & systems bring about a changes in jobs & therefore in job factors

3. The incentive plan is linked to the employee performance & not to the other factors like prestige of the organization

4. Nature of work &work environment meet your expectations

5. Employees are given enough freedom to plan, organize and control his own job

6. Employees enjoy their work & regularly come to the office

7. Employees regular feedback or rewards for performance

8. Employees are assigned with the work which is below their capacity

9. Employees are not rewarded for their performances

10. The conflicts or misunderstandings among the employees are not worked upon

11. The employees have to follow the rigid organization policies & administration

12. The salary & allowances does not meet the desired

13. There are discrepancies in the wage administration in the organization

14. There are employee disappointments resulting from promotion or a transfer

15. There are unpleasant relationships with supervisors & other colleagues

16. There are unhealthy or harmful working conditions

17. The job assignments given do not match the employee’s aptitude or skills

18. There is lack of adequate resources to achieve objectives of the job

19. The organization usually denies the leave, overtime or other benefits20. I generally keep my complaints to

myself21. I share my grievances with my

colleagues22. I directly go & discuss it with

supervisorsWhen conflicts arises:

23. I try to withdraw from the situation rather than to face it as it may lead to anger, sarcasm etc.

24. I suppress my own needs, opinions, feelings & sacrifice my own interest

25. I see conflict as a competition in which there has to be winner & a loser

26. I involve a third person to resolve the conflict in an unbiased manner

27. I call a third person to steer both the disputing persons & help in

taking the judgment28. I ask the other person to make

few compromises to reach a commonly acceptable settlement

29. I try to find out the ideal solution where both persons emerge as “winners”.

A. Rate the satisfaction level for the conflict resolving procedure adopted by the organization

B. Conflict resolving is an important function for the smooth functioning of an organization.