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A RESEARCH REPORT On An Analytical Study of Grievance Redressal in Auto Industry With Reference to Maruti Suzuki Submitted in partial fulfillment of the requirement for the award of degree of MASTERS OF BUSINESS ADMINISTRATION Session (2009-2011) UNDER THE GUIDENCE OF Mrs. Himani Goswami Sharma Submitted by Manisha Chaudhary Roll No: 092270025

DECLARATION
I Manisha Chaudhary a student of M.B.A at I.T.S Engineering college, hereby declare that the research report on fulfillment of the requirements for the award of the degree in Masters in Business Administration is a record of original work done by during the period of study 2009-2011, under the guidance and supervision of Mrs. Himani Goswami Sharma (HR Faculty). Manisha Chaudhary

ACKNOWLEDGMENT
I am thankful to the management of I.T.S Engineering College, which has imparted me sufficient knowledge and confidence to complete this research report. I extend my sincere thanks to our Head of the Department Department Master of Business Administration, Dr A.S. Panday for his encouragement throughout the report. I express my thanks to our beloved Mrs. Himani Goswami Sharma, Lecturer, Department Master of Business Administration for her valuable support and guidance for completing this report. My special thanks to employees and other staff members of the Maruti Suzuki who spent their precious time in explaining the various activities and functions of the company and helped me in completing this research report.

TABLE OF CONTENT
Chapter 1 Introduction 1.1 Outline of the research report 1.2 Review of literature 1.3 Objective of the study 1.4 Scope of the study 1.5 Need of the study 1.6 Limitation of the study 1.7 Industry Profile 1.8 Company Profile 1.9 Research Design 2 Data analysis & Interpretation 2.1 Percentage Analysis 2.2 Chi- square 2.3 Spearman correlation 3 Findings, suggestions & conclusion 3.1 Findings 3.2 Suggestions 3.3 Conclusion 4 Appendix 4.1 Appendix 1 4.2 Appendix 2 5 References 70 71 76 66 67 68 37 58 61 7 10 16 16 17 18 19 25 31 Title Page no.

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LIST OF TABLES Table no. 2.1.1 2.1.2 2.1.3 Title Distribution of respondents based on age Distribution of respondents based on experience Distribution of respondents based on awareness level Distribution of respondent on real basis of identification of grievance 2.1.5 Distribution of respondent on active involvement in problem solving 2.1.6 Distribution of respondents on confidentiality and proper maintenance of record Distribution of respondent on conflict resolving is an important function 2.1.8 2.1.9 2.1.10 2.1.11 2.1.12 2.1.13 Distribution of respondent on satisfaction level of employees Distribution of respondent on whom to redress Distribution of respondent on regular follow up Distribution of respondent on providing temporarily relief Distribution of respondent on opportunity give Distribution of respondent on simple and easy conveying procedure 2.1.14 2.2.1 2.2.2 2.2.3 2.3.1 2.3.2 Distribution of respondent on authority given to superior Chi square observed frequency Chi square expected frequency Computation table on chi square Calculation of rs Rank table 55 57 59 60 62 63 46 47 49 51 52 54 43 42 Page no. 37 38 40

2.1.4

41

2.1.7

44

LIST OF CHARTS
Chart no. 2.1.1 2.1.2 2.1.3 2.1.4 2.1.5 2.1.6 Title Respondent based on age Respondent based on experience Respondent based on awareness level Real basis of identification of grievance Active involvement in resolving problem Confidentiality and proper maintenance of records 2.1.7 2.1.8 2.1.9 2.1.10 2.1.11 2.1.12 2.1.13 2.1.14 Conflict resolving is an important function Satisfaction level of the employees Whom to redress Regular follow up Providing temporary relief Opportunity given Simple and easy conveying procedure Authority given 47 49 50 52 53 55 56 58 Page no. 38 39 42 42 44 45

ABSTRACT

This Research Report entitled An Analytical Study of Grievance Redressal Procedure in Auto Industry with reference to Maruti Suzuki is done to understand the effectiveness of the grievance handling procedure followed by auto industry to resolve employees grievance. The

primary objective of this study is to find the effectiveness of grievance handling procedure of the company. The secondary objective of this study is to identify the awareness level of the employees about the grievance handling mechanism of the company and to know the level of satisfaction towards the grievance handling procedure of the company. The research type used in this study is descriptive in nature, which helped in developing the concept and in decision making. Primary data is used for analysis, which is gathered using questionnaire. Secondary data is also used for the study, which is gathered from internet and already done project reports. Convenience sampling is used while selecting samples for data collection. A sample size of 100 was taken out of 308, the population of the company. The gathered information is critically analyzed using percentage method

and, statistical tools such as Chi Square and Spearman Rank Correlation to arrive at a conclusion. From the findings of this study, it is concluded that Grievance Handling Procedure followed by the company is effective and satisfactory and suggestions are given for the further improvement of the procedure so that all employees can be highly satisfied.

INTRODUCTION Employees differ as individuals, in their needs, expectations and 11behavior. 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 for an organization to have an effective grievance redressal system. This research is conducted for analytical study of grievance redressal procedure in auto industry with refrence to Maruti Suzuki. 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 organization for handling and resolving the conflict. The main focus of this study revolves around the lower level management of the organization.

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REVIEW OF LITERATURE

BOOK TITLE Management AUTHOR

: Human Resource & Personnel

: K Aswathappa

PUBLICATION : Tata McGraw Hill ABSTRACT: A grievance may be defined as any feeling of discontent or dissatisfaction, whether expressed or not and whether valid or not, arising out of anything connected with the 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,

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The formal mechanism for dealing with such workers dissatisfaction is called grievance procedure. There may be variations in the procedures followed for resolving employee 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 AUTHOR

: Human Resource Management : 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 feeling of Discontent or dissatisfaction. When an employee feels that something is unfair in the organization, he is said to have a grievance.

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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, gripe boxes, an open door policy, exit interviews and opinion surveys

3. ARTICLE TITLE SOURCE ABSTRACT:

: Grievance Procedure : Encyclopedia Britannica

In industrial relations, process through which disagreements between individual workers and management may be settled is called as Grievance Redressal Procedure. Typical grievances may include the promotion of one worker over another who has seniority, disputes over holiday pay, and problems related to worker discipline. Grievance procedures are a significant issue in collective bargaining agreements in much of Europe and the United States. They usually detail a series of steps open to the

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worker, beginning with discussion between the foreman and the union steward and going up the line until a settlement has been reached. The final step in the United States is usually arbitration; in some European countries the grievance case may finally be appealed to a labour court.

ARTICLE TITLE : Grievance AUTHOR : IBS Center for Management Research SOURCE ABSTRACT: A grievance is a sign of an employee's discontentment with his job or his relationship with his colleagues. Grievances generally arise out of the day-to-day working relations in an organization. An employee or a trade union protests against an act or policy of the management that they consider as violating employee's rights. One of the effective ways of minimizing and eliminating the source of an employee's grievance is by having an open door policy'. An open door policy facilitates upward : www.icmrindia.com

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communication in the organization where employees can walk into a superiors cabin at any time and express their grievances. Conflict occurs when two or more people or parties perceive an incompatibility in their goals or expectations. There are seven methods for achieving reconciliation of conflict. These methods are win-lose, withdrawal and retreat from argument, smoothing and playing down the difference, arbitration, mediation, compromise and problem solving. Of all these methods problem-solving method is most likely to bring about a win-win situation.

5.

ARTICLE TITLE AUTHOR SOURCE

: Grievance

: Ben Letham : www.amazine.com

ABSTRACT: A grievance is a wrong or hardship suffered, which is the grounds of a complaint.

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In a labor union, a grievance is the subject of a complaint filed by an employee to be resolved by procedures provided in the union. Such a grievance may arise from an alleged violation of the collective bargaining agreement, or violations of law, such as workplace safety regulations. Ordinarily, unionized workers must ask their operations managers for time during work hours to meet with a shop steward in order to discuss the problem, which may or may not result in a grievance. If the grievance cannot be resolved through negotiation between labor and management,

mediation, arbitration or legal remedies may be employed. Typically, everyone involved with a grievance has strict time lines which must be met in the processing of this formal complaint, until it is resolved. Employers cannot legally treat an employee any differently whether he or she has filed a grievance or not. The difference between a grievance and a complaint, in the unionized workplace, is whether the subject matter relates to the collective bargaining agreement. A serious grievance may lead to a strike action.

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OBJECTIVES
PRIMARY OBJECTIVE: To study the effectiveness of Grievance Handling Procedure SECONDARY OBJECTIVE: To identify whether the employees are aware of the grievance handling mechanism. To know the level of satisfaction towards the grievance handling procedure of the organization. SCOPE OF THE STUDY The study throws light on need for Grievance handling procedure and this study facilitates the management for further improvement on the same. This study will be useful when similar kind of research is undertaken.

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NEED OF THE STUDY 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. If the dissatisfaction of employees goes unattended or the conditions causing it are not corrected, the irritation is likely to increase and lead to unfavorable attitude towards the management and unhealthy relations in the organization. Hence, handling the grievances of any person in any organization is of paramount importance. This forms the need for the study of the grievance redressal procedure of the organization and its effectiveness towards job satisfaction to maintain healthy and harmonious environment of the organization. The main focus of this study revolves around the lower level management of the organization.

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LIMITATION OF THE STUDY The time period given for study was very limited The respondents of the questionnaire were very busy and could not afford more time to answer. The average time to response was 5-6 minutes only. Study restricted to Auto Industry only. The sample size was restricted to 100 and may not represent the whole employee population

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INDUSTRY PROFILE
INDIAN AUTO INDUSTRY
The Automotive industry in India is one of the largest in the world and one of the fastest growing globally. India manufactures over 11 million vehicles (including 2 wheeled and 4 wheeled) and exports about 1.5 million every year. India auto industry is the :y Largest Three Wheeler Market in the World y Second largest Two Wheeler Market in the World y Fourth largest Passenger Vehicle Market in Asia behind Japan, South Korea and Thailand. y Fourth largest Tractor Market in the World y Fifth largest Commercial Vehicle Market in the World The automobile industry in India currently worth US $ 35 billion is projected to grow to US $ 145 billion by 2016. In the same time exports are estimated to grow to US $ 35 billion from US $ 4.1 billion presently. Employment in the automotive sector is expected to increase by 25 million. Auto

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industrys contribution to the Indian GDP (gross domestic product) is estimated to be between 30% - 35%, an improvement of 20-25% as of now. The greatest challenge and completion would be from the Chinese automobile industry. The Chinese automobile industry. The Chinese automobile industry has been able to give stiff completion to India in terms of productivity, cost of manufacturing and technology. Again the present trend of excess manufacturing capability, reduced margins pressure on the industry. Factors contributing to the growth of the automobile industry in India are: y Indias massive geographic extension y Road developments like construction of the Golden Quadrilateral, Corridors, y Higher disposable income in services sector the North-South, and East-West

employments y Availability of easier finance schemes y Higher GDP growth

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History of Auto Industry y The first car ran on India's roads in 1897 y Until the 1930s, cars were imported directly. Embryonic automotive industry emerged in India in the 1940s. y Mahindra & Mahindra was established by two brothers as a trading company in 1945, and began assembly of Jeep CJ-3A utility vehicles under license from Willys. The company soon branched out into the manufacture of light commercial vehicles (LCVs) and agriculture tractor. y After 1970, the automotive industry started to grow, but the growth was mainly driven by tractors, commercial vehicles and scooters. Cars were still a major luxury. y In the 1980s, Japanese manufacturers entered the Indian market ultimately leading to the establishment of Maruti Udyog for building motorcycles and light commercial-vehicles.

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Indian Auto Companies

Table:- 1.1 Company 1. Chinkara Motors Products Beachster, Hammer, Roadster 1.8S, Rockster, Jeepster, Sailster Image

2. Hindustan Motors

Ambassador

3. ICML

Rhino Rx

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4. Mahindra

Major, Xylo, Scorpio, Bolero, Thar, Genio

5.Premier Automobiles Limited

Sigma, RiO

6. San Motors

Storm

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7. Tata Motors

Nano, Indica, Indica Vista, Indigo, Indigo Manza, Indigo CS, Sumo, Venture, Safari, Xenon, Aria

Joint Venture auto companies in India Table: - 1.2

Company Maruti Suzuki

Products 800, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4, Omni, Versa, Eeco, Gypsy, Grand Vitara

Images

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Company Profile

Maruti Suzuki India Limited is a partial subsidiary of Suzuki Motor Corporation of Japan, is India's largest passenger car company, accounting for over 45% of the domestic car market. It was the first company in India to mass-produce and sell more than a million cars. It is largely credited for having brought in an automobile revolution to India. It is the market leader in India and on 17 September 2007, Maruti Udyog Limited was renamed Maruti Suzuki India Limited. The company's headquarters are located in Delhi. Profile Maruti Suzuki is India number one leading automobile manufacturer and the market leader in the car segment, both in terms of volume of vehicles sold and revenue earned. Until recently, 18.28% of the company was owned by the Indian government, and 54.2% by Suzuki of Japan. The BJP-led government held an initial public offering of 25% of the company in June 2003. As of 10 May 2007, Govt. of India

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sold its complete share to Indian financial institutions. With this, Govt. of India no longer has stake in Maruti Udyog. Maruti Udyog Limited (MUL) was established in February 1981, though the actual production commenced in 1983 with the Maruti 800, based on the Suzuki Alto kei car which at the time was the only modern car available in India, its only competitors- the Hindustan Ambassador and Premier Padmini were both around 25 years out of date at that point. Through 2004, Maruti Suzuki has produced over 5 Million vehicles. Maruti Suzukis are sold in India and various several other countries, depending upon export orders. The company annually exports more than 50,000 cars and has an extremely large domestic market in India selling over 730,000 cars annually. Maruti 800, till 2004, was the India's largest selling compact car ever since it was launched in 1983. Its manufacturing facilities are located at two facilities Gurgaon and Manesar (south of Delhi.):- Maruti Suzukis Gurgaon facility has an installed capacity of 350,000 units per annum. The Manesar facilities, launched in February 2007

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comprise a vehicle assembly plant with a capacity of 100,000 units per year and a Diesel Engine plant with an annual capacity of 100,000 engines and transmissions. Manesar and Gurgaon facilities have a combined capability to produce over 700,000 units annually. Maruti Suzuki offers 13 models Maruti 800, Alto, WagonR, Estilo, A-star, Ritz, Swift, Swift DZire, SX4, Omni, Eeco, Gypsy, Grand Vitara. Swift, Swift DZire, A-star and SX4 are manufactured in Manesar, Grand Vitara is imported from Japan as a completely built unit (CBU), remaining all models are manufactured in Maruti Suzuki's Gurgaon Plant.

Maruti Suzuki India Limited

Type:Industry Founded Headquarters Key people

Public(BSE Maruti, NSE Maruti) Automobile 1981 (as Maruti Udyog Limited) Delhi, India Mr. Shinzo Nakanishi, Managing

Director and CEO Products Automobiles, Motorcycles Revenue US$4.8 billion (2009) Employees Parent Website Sources:6,903 Suzuki Motor Corporation MarutiSuzuki.com

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Sales Figure:Car market leader Maruti Suzuki India Limited sold a total of 1, 11,645 vehicles in February 2011. This includes 10,102 units of exports. The company had sold a total of 96,650 vehicles in February 2010.

In February 2011, the company sold 1, 01, 543 units in the domestic market, up 19.8 per cent over corresponding month last year. Sales were up 19.4 per cent in A2 and 27 per cent in A3 segment. In C segment, company recorded a growth of 26.9 per cent. The sales figures for February 2011 are given below Segment Models A1 A2 M800 Alto, WagonR, Zen, Swift, Ritz, AStar 2009-2010 30266 578427 2010-2011 23570 730092 % change -22.1% 26.2%

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A3

SX4, D'zire Kizashi *

88862 0

117362 35

32.1%

A4

A: Total Passenger Cars B: MUV Gypsy, Grand Vitara C: Van Type Omni, Versa, Eeco

697555

871059

24.9%

3255

5046

55.0%

90450

146210

61.6%

Domestic sales Export Sales Total sales

791260 131982 923242

1022315 126738 1149053

29.2% -4.0% 24.5%

Source:- Company website (www.marutisuzuki.com)

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RESEARCH DESIGN RESEARCH: Research is a process in which the researcher wishes to find out the end result for a given problem and thus the solution helps in future course of action. The research has been defined as A careful investigation or enquiry especially through search for new fact in any branch of knowledge. RESEARCH METHODOLOGY: The procedure using, which researchers go about their work of describing, explaining and predicting phenomena, is called Methodology. Methods compromise the procedures used for generating, collecting, and evaluating data. Methods are the ways of obtaining information useful for assessing explanation. TYPE OF RESEARCH:

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The type of research used in this project is descriptive in nature. Descriptive research is essentially a fact finding related largely to the present, abstracting generations by cross sectional study of the current situation.

Descriptive Research Aims y To portray the characteristics of a particular individual situation or group (with or without specific initial hypothesis about the nature of this characteristic). y To determine the frequency with which something occurs or with which it is associated with something else (usually, but not always, with a specific initial hypothesis). The descriptive method has certain limitation; one is that the research may make description itself an end itself. Research is essentially creative and demands the discovery of facts on order to lead a solution of the problem. A second limitation is associated whether the statistical techniques dominate. The desire to over emphasis central tendencies and to fact in terms of Average, Correlation, Means and dispersion may not

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always be either welcome. This limitation arises because statistics which is partly a descriptive tool of analysis can aid but not always explain causal

Design of Descriptive Studies Descriptive studies aim at portraying accurately the characteristics of a particular group or solution. One may undertake a descriptive study about the work in the factory, health and welfare. A descriptive study involves the following steps: 1. Formulating the objectives of the study. 2. Defining the population and selecting the sample. 3. Designing the method of data collection. 4. Analysis of the data. 5. Conclusion and recommendation for further improvement in the practices.

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DATA COLLECTION METHOD: Data was collected using Questionnaire. A questionnaire consists of a number of questions involving both specific and general question related to the study topic. Sources of data There are two sources of data namely primary & secondary. Primary Data Primary data are fresh data which are collected through survey from the employees using questionnaire. Secondary Data Secondary data are those collected from books, internet, reports of already done project works, etc. STATISTICAL TOOLS USED: 1. Percentage Method 2. Chi - Square 3. Spearman Rank Correlation

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SAMPLING TECHNIQUE: Sampling Design: Convenience sampling Sampling Unit: The sampling unit is limited to the employees of Maruti Suzuki Population Size: 308 Sample Size: 100

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CHAPTER-2 DATA ANALYSIS AND INTERPRETATION

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Data Analysis and Interpretation Distribution of respondents based on age Table 2.1.1 Age 19-25 26-30 Above 30 Total No. of respondent 87 7 6 100 Percentage 87% 7% 6% 100%

Source: Data collected from employees of Maruti Suzuki INFERENCE: From the above table it is inferred that 87% of the employees are between the age group 19 to 25 years, 7% of the employees are between the age group 26 to 30 years and 6% of the employees are above 30 years of age.

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Chart 2.1.1

Distribution of respondents based on experience Table 2.1.2 Experience No. of respondent 1-3 Years 81 Percentage 81% 13% 6%

4-10 Years 13 Above 10 years Total 6

100%

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100 Source: Data collected from employees of Maruti Suzuki INFERENCE: From the above table it is inferred that 81% of the respondents have experience between 1 to 3 years, 13% have experience between 4 to 10 years and 6% of the respondents have above 10 years of experience. Chart 2.1.2

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Distribution of respondents towards awareness of grievance redressal committee of the company, its members and the monthly meeting of the committee Table 2.1.3 Particulars Awareness about committee Awareness about committee members Awareness about monthly committee meeting Average Percentage 74 74% 26 26% 100 100 74 26 100 Yes 74 74 NO 26 26 Total 100 100

Source: Data collected from employees of Maruti Suzuki INFERENCE: From the above table it is inferred that 74% of the employees are aware about the grievance redressal committee of the company, its members and about the committee meeting that

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is held every month in the company and 26% of the employees are not aware about any of the above.

Chart 2.1.3

Distribution of respondents towards identification of real basis of employee grievance

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Table 2.1.4 IDENTIFICATION OF REAL BASIS OF PROBLEM Strongly Agree Agree Neutral Disagree Strongly Disagree Total 28 45 17 8 2 100 28% 45% 17% 8% 2% 100% NO. OF RESPONDENTS PERCENTAGE

Source: Data collected from employees of Maruti Suzuki. INFERENCE: From the above table it is inferred that

28% of the respondents strongly agree that real basis of their problem is identified, 45% agrees, 17% stands neutral, 8% disagrees for the statement and 2% strongly disagrees with the statement.

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Chart 2.1.4

Distribution of respondents based on grievance redressal committee members active involvement in resolving problem Table 2.1.5 ACTIVE INVOLVEMENT Yes No Total NO.OF RESPONDENTS 68 32 100 68% 32% 100% PERCENTAGE

Source: Data collected from employees of Maruti Suzuki

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INFERENCE: From the above table it is inferred that 68% of the employees say that grievance redressal committee members actively engage in resolving their problem and 32% of the employees say that committee members are not actively engage in resolving their problem.

Chart 2.1.5

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Distribution of respondents based on confidentiality and proper maintenance of grievance records by the grievance handling committee members. Table 2.1.6 PARTICULARS Confidentiality Proper maintenance of records YES 61 71 NO 39 29 TOTAL 100 100

Source: Data collected from employees of Maruti Suzuki INFERENCE: From the above table it is inferred that 61% agrees that confidentiality is maintained regarding grievances and 39% disagrees with the maintenance of confidentiality. It is also known that 71% of the respondents say that proper records are maintained regarding grievance and 29% disagrees with the statement. Chart 2.1.6

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Distribution of respondents with respect to the statement Conflict resolving is an important function for the smooth functioning of an organization Table 2.1.7 CONFLICT RESOLVING IS IMPORTANT Strongly Agree Agree 31 52 31% 52% NO.OF RESPONDENTS PERCENTAGE

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Neutral Disagree Strongly Disagree Total

16 1 0 100

16% 1% 0% 100%

Source: Data collected from employees of Maruti Suzuki INFERENCE: From the above table it is inferred that 31% strongly agree that conflict resolving is an important function for the smooth functioning of an organization, 52% of the respondents agrees, 16% stands neutral and 1% disagrees with the statement. Chart 2.1.7

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Distribution of respondents towards Satisfaction level of the conflict resolving procedure of the company based on experience. Table 2.1.8 Experienc e Highly Satisfie d 1-3 Year 4-10 Year Above 10 year Total Source: Data collected from employees of Maruti Suzuki INFERENCE: From the above table it is inferred that in 1-3 years experience group 25.93% are highly satisfied, 41.97% are satisfied and 32.1% are neutral; in 4-10 years experience group 38.46% are highly satisfied, 38.46% are satisfied, 15.38% are neutral and 7.7% are highly dissatisfied; in employees having more than 10 years of experience 50% are highly, 16.67% is neutral and 100 21 5 3 34 5 0 26 2 1 0 0 2 Satisfied Neutra Dissatisfie l d Highly Tota

Dissatisf l ied 0 1 0 81 13 6

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33.33% are dissatisfied toward the conflict resolving procedure of the company. Chart 2.1.8

Distribution of respondents regarding whom they redress for grievance Table 2.1.9 PERSON NO OF RESPONDENTS PERSONAL OFFICER(HRD) SUPERVISOR Total 35 100 35% 100% 65 65% PERCENTAGE

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Source: Data collected from employees of Maruti Suzuki INFERENCE: From the above table it is inferred that 65% of the respondents communicate their grievance to the personal officer and 35% of the respondents communicate to their supervisor. Chart 2.1.9

Distribution of respondents regarding regular follow up to ensure that the right decision has ended up in satisfaction.

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Table 2.1.10 REGULAR FOLLOW UP Yes No Total NO OF RESPONDENT 82 18 100 82% 18% 100% PERCENTAGE

Source: Data collected from employees of Maruti Suzuki INFERENCE: From the table it is inferred that 82% of the respondents agree that regular follow up is made to ensure that the right decision has ended up in satisfaction and 18% of the respondents disagree with the above statement. Chart 2.1.10

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Distribution of respondents towards any temporary relief provided until proper decision is made so that it does not raise any adverse effects within the company. Table 2.1.11 PROVIDING TEMPORARY RELIEF Yes No Total 67 33 100 67% 33% 100% NO. OF RESPONDENTS PERCENTAGE

Source: Data collected from employees of Maruti Suzuki INFERENCE: From the above table it is inferred that 67% of the respondents agree that temporary relief is provided and 33% of the respondents says that no temporary relief is provided. Chart 2.1.11

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Distribution of respondents towards the opportunity given to the employees to take the complaint to the higher official is decision provided is not satisfactory. Table 2.1.12 OPPORTUNITY GIVEN Yes No Total NO. OF RESPONDENTS 85 15 100 85% 15% 100% PERCENTAGE

Source: Data collected from employees of Maruti Suzuki

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INFERENCE: From the table its is inferred that 85% of the respondents agree that opportunity given to the employees to take the complaint to the higher official is decision provided is not satisfactory and 15% of the respondents disagrees. Chart 2.1.12

Distribution of respondents with respect to simple and easy grievance conveying procedure

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Table 2.1.13 SIMPLE AND EASY Yes No Total NO. OF RESPONDENTS 84 16 100 84% 16% 100% PERCENTAGE

Source: Data collected from employees of Maruti Suzuki INFERENCE: From the above table it is inferred that 84% of the respondents agree that grievance conveying procedure is simple and easy and 16% of the respondents disagrees Chart 2.1.13

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Distribution of respondents with respect the supervisor given authority to take necessary action to resolve the problem. Table 2.1.14 GIVEN AUTHORITY Yes No Total NO. OF RESPONDENTS 66 34 100 66% 34% 100% PERCENTAGE

Source: Data collected from employees of Maruti Suzuki INFERENCE: From the above table it is inferred that 66% of the respondents agree that the supervisor is given authority to take necessary action to resolve the problem and 34% of the respondents disagree with the statement the supervisor is given authority to take necessary action to resolve the problem.

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Chart 2.1.14

CHI SQUARE TEST Satisfaction level of the conflict resolving procedure of the company based on experience. Null Hypothesis: There is no significant association between the experience and the satisfaction level of the employees in the conflict resolving procedure of the employees

Alternative Hypothesis: There is significant association between the experience and the satisfaction level of the

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employees in the conflict resolving procedure of the employees

OBSERVED FREQUENCY: TABLE 2.2.1 EXPERIEN CE 1-3 year 4-10 Year Above 10 year Total 29 39 32 100 HIGHLY SATISFIED 21 5 3 34 5 0 SATISFIED NEUTRA TOTA L 26 3 3 L 81 13 6

EXPECTED FREQUENCY: TABLE 2.2.2 EXPERIENCE HIGHLY SATISFIED 1-3 year 4-10 year Above 10 year Total 23 4 2 29 32 5 2 39 26 4 2 32 81 13 6 100 SATISFIED NEUTRAL TOTAL

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COMPUTATION TABLE FOR CHI SQUARE: TABLE 2.2.3 O 21 34 26 5 5 3 3 0 3 E 23 32 26 4 5 4 2 2 2 O-E -2 2 0 1 0 -1 1 -2 1 (O-E)2 4 4 0 1 0 1 1 4 1 Total (O-E)2/E 0.174 0.125 0 0.25 0 0.25 0.5 2 0.5 3.799

Degree Of Freedom = (r - 1) (c - 1) = (3 - 1) (3 - 1) =4

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Table value for Chi Square for 4 degrees of freedom at 5% level of significance = 9.488

RESULT: Calculated value < Table value

Therfore null hypotheseis is accepted. Hence there is no significant association between the experience and the satisfaction level of the employees in the conflict resolving procedure of the employees. SPEARMAN RANK CORRELATION

Satisfaction level of the conflict resolving procedure of the company and nature of work and work environment of the employees NULL HYPOTHESIS: Nature of work and work environment, and satisfaction level are independent.

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ALTERNATIVE HYPOTHESIS: Nature of work and work environment, and satisfaction level are independent. LEVEL OF SIGNIFICANCE: 5% Z VALUE FOR TWO TAILED TEST: |Z| = 1.96 for 5% level of significance

CALCULATION OF rs : TABLE 2.3.1 STRONGLY AGREE Nature of work and 25 environment Satisfaction level 27 48 25 44 31 AGREE NEUTRAL

RANKING: Let, X = Nature of work and environment

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Y= Satisfaction level RANK TABLE: TABLE 2.3.2 X RANK Y RANK 25 1 27 2 44 3 48 3 31 2 25 1

CALCULATION FOR Z-STATISTICS:

D2 = (1-2)2 + (3-3)2 + (2-1)2 = 2

rs = 1- (6 ( D2) / (n(n2-1))

rs = 1 (6 (2) / (3 (32 1)) =0.5

Standard error of rs = 1/ (sqrt (n-1)) = 1/ (sqrt (3-1)) = .71

Test statistics = rs/(1/(sqrt(n-1)) = 05/(1/(sqrt(3-1)) = 1.004

DECISION:

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Since calculated value is less than 1.96, null hypothesis is accepted. Hence Nature of work and work environment, and satisfaction level are independent.

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CHAPTER 3

FINDINGS, SUGGESSTIONS AND CONCLUSION

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3.1 FINDINGS 1. 87% of the employees are of under the age group 19-25 years 2. 81% of the employees have 1-3 years of experience 3. 74% of the employees have awareness about the grievance redressal committee of the company, its members and the monthly meeting being held. 4. 28% strongly agrees and 45% agrees that real basis of the problem is identified. 5. 68% of the respondents say that grievance redressal committee members actively engage in resolving the problems. 6. 61% of the respondents say that proper records regarding grievance and confidentiality is maintained. 7. 83% of the employees say that conflict resolving is an important function for smooth running of an organization. 8. 68% of the employees are satisfied with the grievance handling procedure followed by the company. 9. 82% agrees that importance is given to what is right rather than who is right.

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10. 67% of the employees say that temporary relief is provided until proper decision is made.

3.2 SUGGESTIONS Some of the suggestions based on the findings are: Operators and supervisor relation should be improved since only 35% of the respondents are communicating their grievance to the supervisor The work environment should be improved to satisfy the employee needs. 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. Informal counseling helps to address and manage grievances in the workplace. Conflict management in the organization will be helpful to reduce the number of grievance rates. Open door policy can be used. The barriers that exist between the various categories are to some extent broken by personal contact and mutual understanding.

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3.4 CONCLUSION The study reveals that the Grievance handling procedure is satisfactory. The organization is recognizing the importance of satisfying the employees and retaining them. Further improvements can be made so that all members are highly satisfied with the procedure. The suggestions and

recommendations when implemented will still more benefit the organization. Most of the surveyed employees are satisfied with the method adopted by the organization for redressing the grievances or complaints of the employees.

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CHAPTER 4 APPENDIX

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Appendix 1 Grievance Form Maruti Suzuki, Name of employee: ___________________ Job title: ____________________________ Date of complaint: ____________________ Describe in detail the nature of your complaint and the name of all individuals involved, witnesses of accident or any proof you might have about the complaints.

2 Give detail about how the accident has affected your ability to work effectively

3 What action could the company take in order to effectively deal with your complaint?

4 Give any additional comments that would be helpful in dealing your complaint.

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_________________________________________________ _____________________________________

Employee signature____________

Date ________

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Appendix 2 QUESTIONNAIRE

A STUDY ON EFFECTIVENESS OF GRIEVANCE REDRESSAL PROCEDURE WITH RESPECT TO RANE ENGINE VALVE LTD, PLANT 3, PONNERI, RANE GROUP PERSONAL INFORMATION: Name:

Gender: [ ] Male [ ] Female

Age: [ ] 19 25 [ ] 26 30 [ ] Above 30

Educational Qualification: [ ] Higher Secondary Graduate [ ] Post Graduate [ ] Diploma [ ] Under

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Marital status: [ ] Single [ ] Married Department: Designation: Experience: Monthly Income: QUESTIONS: 1. Are you aware of the grievance redressal committee of your company? [ ] Yes [ ] No

2. Are you aware of the members of the grievance redressal committee? [ ] Yes [ ] No

3. Are you aware of the monthly meetings of the grievance redressal committee which are being held? [ ] Yes [ ]No

4. In case the grievance has to be immediately redressed to whom do you communicate?

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5. Is the real basis of your problem identified? [ ] Strongly Agree [ ] Agree [ ] Neutral [ ] Disagree [ ] Strongly Disagree 6. Does your higher authority listen when your grievance is presented? [ ] Strongly Agree [ ] Agree [ ] Neutral [ ] Disagree [ ] Strongly Disagree 7. Is importance given to what is right rather than who is right? [ ] Yes [ ] No

8. Is there regular follow up to ensure that the right decision has ended up in satisfaction? [ ] Yes [ ] No

9. Is there any temporary relief provided until proper decision is made so that it does not rise any adverse effects within the company? [ ] Yes [ ] No

10. Do the committee members actively engage in resolving your problem? [ ] Yes [ ] No

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11. If the decision is not satisfactory, are you given opportunity to take it to higher officials? [ ] Yes [ ] No

12. Are the matters relevant to the grievance kept confidential? [ ] Yes [ ] No

13. Are the procedures for conveying grievance simple and easy to utilize? [ ] Yes [ ] No

14. Is the supervisor given authority to take necessary action to resolve the problem? [ ] Yes [ ] No

15. Are proper records maintained on each grievance? [ ] Yes [ ] No

16. Nature of work and work environment meet your expectations [ ] Strongly Agree [ ] Agree [ ] Neutral [ ] Disagree [ ] Strongly Disagree 17. I generally keep my complaints to myself [ ] Strongly Agree [ ] Agree [ ] Neutral [ ] Disagree [ ]

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Strongly Disagree 18. I try to find out the ideal solution where both persons emerge as winners. [ ] Strongly Agree [ ] Agree [ ] Neutral [ ] Disagree [ ] Strongly Disagree 19. Conflict resolving is an important function for the smooth functioning of an organization. [ ] Strongly Agree [ ] Agree [ ] Neutral [ ] Disagree [ ] Strongly Disagree 20. Rate the satisfaction level for the conflict resolving procedure adopted by your company. [ ] Highly Satisfied [ ] Satisfied [ ] Neutral [ ] Dissatisfied [ ] Highly Dissatisfied Date:

Place:

Signature

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CHAPTER 5 REFERENCES

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REFERENCES

Books Referred: y Aswathappa K, Human Resource and Personnel management, Tata McGraw- Hill y O.R Krishna swami and M.Ranganatham, Methodology of Research in Social Science, Himalaya Publishing House y Uma Sekaran, Research Methods for Business, Wiley India, New Delhi y V S P Rao, Human Resource Management, Second Edition, Excel Books

Websites Referred: y www.citehr.com y www.marutisuzuki.com y www.scribd.com y www.wikipedia.com