A Study on

A STUDY ON COMPARITIVE CUM COMPLIANCE OF LABOUR

WELFARE MEASURES

With reference to
GSKCH LIMITED, DOWLAISWARAM, RAJAHMUNDRY
A project report synopsis submitted for the
Partial fulfillment of the requirements for the award of degree of
MASTER OF BUSINESS ADMINISTRATIONS
Submitted by

[Link] KALA

([Link]. 17T91E0039)

Under the guidance of

[Link]

DEPARTMENT OF MANAGEMENT STUDIES

GIET Engineering College

(approved by AICTE, Affiliated to JNTUK, Kakinada)

Chaitanya Knowledge City, NH – 16, RAJAMAHENDRAVARAM (AP)

2017-19
 TITLE OF THE PROJECT

A study on “Comparitive cum Compliance of Labour Welfare Measures”

at GSKCH LIMITED Dowlaiswaram, Rajahmundry.
No human being can ever be satisfied on all accounts. The same applies to the
employees working in the organization who may be satisfied with all the aspects of their working
life such as working conditions in terms of employment, wages, payment of over time, bonus,
leave, transfer, promotion, canteen facility, equipment, behavior of mangers, supervisors,
colleagues, HR policies and practices, etc. some of the dissatisfaction is based up on genuine
causes but some of them are not real and are created by the employees only to blame others. This
dissatisfaction is called grievance.
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 one’s 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.
 INTRODUCTION

HUMAN RESOURCE MANAGEMENT

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.

THEORETICAL FRAME WORK

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.

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.
Grievances take the form of collective disputes when they are not resolved. Also they will then
lower the morale and efficiency of the employees. Unattended grievances result in frustration,
dissatisfaction, low productivity, lack of interest in work, absenteeism, etc. In short, grievance
arises when employees’ expectations are not fulfilled from the organization as a result of which a
feeling of discontentment and dissatisfaction arises. This dissatisfaction must crop up from
employment issues and not from personal issues.
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.

Grievance may result from the following factors:

a. Improper working conditions such as strict production standards, unsafe workplace, bad
relation with managers, etc.
b. Irrational management policies such as overtime, transfers, demotions,
inappropriate salary structure, etc.
c. Violation of organizational rules and practices.

The manager should immediately identify all grievances and must take appropriate steps to
eliminate the causes of such grievances so that the employees remain loyal and committed to
their work. Effective grievance management is an essential part of personnel management. The
managers should adopt the following approach to manage grievance effectively-
 Quick Action:

As soon as the grievance arises, it should be identified and resolved. Training must be
given to the managers to effectively and timely manage a grievance. This will lower the
detrimental effects of grievance on the employees and their performance.

Acknowledging Grievance:

The manager must acknowledge the grievance put forward by the employee as manifestation
of true and real feelings of the employees. Acknowledgement by the manager implies that the
manager is eager to look into the complaint impartially and without any bias. This will create
a conducive work environment with instances of grievance reduced.

Gathering Facts:

The managers should gather appropriate and sufficient facts explaining the grievance’s
nature. A record of such facts must be maintained so that these can be used in later stage of
grievance redressal.

Examining the causes of grievance:

The actual cause of grievance should be identified. Accordingly remedial actions should be
taken to prevent repetition of the grievance.

Decision Making:

After identifying the causes of grievance, alternative course of actions should be thought of
to manage the grievance. The effect of each course of action on the existing and future
management policies and procedure should be analyzed and accordingly decision should be
taken by the manager.
Execution and Review:

The manager should execute the decision quickly, ignoring the fact, that it may or may not hurt
the employees concerned. After implementing the decision, a follow-up must be there to ensure
that the grievance has been resolved completely and adequately.

An effective grievance procedure ensures an amiable work environment because it redresses

the grievance to mutual satisfaction of both the employees and the managers. It also helps the
management to frame policies and procedures acceptable to the employees. It becomes an
effective medium for the employees to express t feelings, discontent and dissatisfaction
openly and formally.
STEPS IN THE GRIEVANCE PROCEDURE :

Identify Grievances:
Employee dissatisfaction or grievance should be identified by the management if they are not
expressed. If they are ventilated, management has to be promptly acknowledged them

Define correctly:
The management has to define the problem properly and accurately after it is
identified / acknowledged.

Collect data:
Complete information should be collected from all the parties relating to the grievance.
Information should be classified as facts, date opinions, etc.

Prompt Redressal:
The grievance should be redressed by implementing the solution.

Implement And Follow Up:

The implementation of the solution must be followed up at every stage in order to ensure
effective and speedy implementation.
 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 GSK Headquarters in Brentford

Founded: By merger of Glaxo Wellcome and SmithKline Beecham in 2000

Headquarters: London, United Kingdom

Key people:
Chris Gent, Chairman
Andrew Witty, Chief Executive
Julian Heslop, Chief Financial Officer
Dr. Moncef Slaoui, Chairman of Research and Development
Revenue: £28.36 billion (2009)
Operating income: £9.25 billion (2009)
Net income: £5.66 billion (2009)
Employees: 99,000 (2009)

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 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.

OBJECTIVES OF GSK
Improvement in the quality of labor productivity, skills and working conditions and
provision f welfare and social security measures, especially of those working in the unorganized
sector or crucial elements of the strategy for quantitative and qualitative enhancement of
employment opportunities.
 OBJECTIVES OF THE STUDY

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 mechanism.
 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 50 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.
 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”.

STATEMENT ABOUT THE PROBLEM

The research study is limited to a small sample size.

It is subject to lack of full support from the respondents to reveal the
exact information due to some prejudices.

The entire population of the factory was not interviewed due to time constraints.

The conclusions are based on the assumptions that the answers given by the
employees are true and adequate.

CHAPTERISATION

Chapter Schedule
CHAPTER-1: Explains the methodology adopted in order to interpret and analyze the
findings of the study.

CHAPTER-2: A profile of the organization GSKCH

CHAPTER-3: It gives a clear picture of the theoretical framework of the concept taken
from various sources.

CHAPTER-4: It reveals the data analysis and interpretation of the survey undertaken
during the project study.

CHAPTER-5: This chapter explains suitable findings and summary with suggestions.
 RESEARCH METHODOLOGY:
The research methodology indicates the type of research methodology undertaken to
collect the information for the study.
I used both descriptive and analytical type of research design for the research study. The main
objective of using descriptive research is to describe the state of affairs as it exists at present. It
mainly involves surveys and fact, findings, inquires of different kinds also used analytical research
design to analyze the existing facts from the data collected from the employees.

AREA OF STUDY
The area of the study is confined to employees of Glaxo Smith Kline, Rajahmundry.

RESEARCH INSTRUMENT
The structured questionnaire is used as the research instrument for the study.

QUESTIONNAIRE DESIGN:
The questionnaire formed for the research study is a structured questionnaire in which all
the questions are predetermined before conducting the survey. The form of questionnaire is of
both of closed and open type.
The questionnaire for the research was framed in a clear manner such that it enables the
respondents to understand and answer the question easily. The questionnaire is designed in such
a way that the questions are short and simple and is arranged in a logical manner.

SAMPLING DESIGN:
The sample design is a definite plan for obtaining a sample from given population. It is a
procedure used by me in selecting items for the sample.
SAMPLE SIZE:
Sample size =50, variance and coefficient methods are used for determining sample size.

SAMPLING TECHNIQUE:
I had adopted simple random sampling for the study.
PRIMARY DATA:
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, personal interview and observation 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.

SECONDARY DATA:
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 THE STUDY:

A study on Employee Welfare with reference to GSK, Rajahmundry is carried for a period of 50
days. A questionnaire has been designed and survey is conducted across 50 employees from
different sectors of GSK, Rajahmundry.
 FINDINGS

The findings explains the influence and impacts of grievance in working performance and even
productivity of the organization as discussed in the earlier chapters. The study has some specific
objectives to study the impact of grievance redressal on employee performance, nature and
causes of grievance, to determine the grievance management policy and strategies in the
organization, to determine the grievance management practices and channel of receiving
complaints in GSKCH and to examine the effect of grievances on work performance.
Summary of findings:

All of the workmen opine that grievances occur often in the organization.

Most of the workmen are not aware of Grievance redressal mechanism at GSKCH.

Most of the Employees approach and share their grievances to their immediate superior.

Most of the workmen opine that grievance mechanisms are helpful in solving
the grievances.

All of the workmen agree to the statement that grievance records are very helpful
in carrying their grievances to the management.

Open door policy is followed in GSKCH where any employee can approach
their superiors for reporting their Grievances.

The duration of grievance handling process is indefinite as it depends on channels
of receiving the complaints.

The Decisions Taken By the Top Management Related To Grievance Are Satisfactory

Grievance redressal is one of the major components of employee job

satisfaction which enhances employee work performance.

 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.

8. The management should concentrate on personal as well as family counseling to

enhance the relationship between superior and subordinates.

9. Superiors should maintain a positive attitude towards the grievances of employees to

obtain trust of the employees and better work performance.

10. Management need to improve in the following aspects

 Canteen problems.

 Reduction of the heat in oven room of the production department.

 CONCLUSIONS

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.