Grievance Handling In Dolmen Mall And Its Effectiveness

DADABHOY INSTITUTE OF HIGHER EDUCATION

North Nazimabad, a densely populated area of Karachi. It is spread over an area of 1547 square meters with a built up area of approximately 70,000 sq ft and the least-able area of 40,000 sq ft. The mall is based over four levels of retail and one level consisting of an amusement area and spacious food court. The mall has a blend of International and local brands. Its centrally air conditioned and the customer traffic flow is facilitated by escalators and elevators.

Research:
It is a Universal fact that where ever human beings are involved, of certain there will be discontents and dissatisfaction, even though it may superbly be best managed organizations. But, it does not mean that by thinking so, the management can ignore the grievance of the employees. Accumulation of dissatisfaction may result in severe conflicts and litigations, hampering the peace and work, for which the majority of the human being aspires. Further, it is observed that some of the situation which could easily be otherwise avoided result in the form of grievances, damaging the very harmony of the organization. This is generally because of lack of concern for the employees, or due to lack of managerial expertise, or due to irrational decisions. Quite often, it is forgotten that the grievances are pests that weaken the organization tree with the trace of indelible marks. Meaning The term Grievance is derived from the word Grieve which means to cause grief or pain of mind, to make sorrowful, to show grief. According to Chambers dictionary, Grievance is cause or source of Grief, ground of complaint; condition felt to be oppressive or wrongful. In the words of Prof. Jucius Grievance is any discontent or dissatisfaction, whether expressed or not, 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.

Research Instructor
Miss Nazneen Waseem

Keywords:
Grievance, Grievance Handling, Aggrieved Dolmen Mall, Application and Methodologies Informal Manner, Findings of the study

Abstract:
The following research made was to find out grievance handling and its effectiveness in Dolmen Mall. By means of applications and data methodologies I was able to acquire the results, but moreover the credit goes to the Dolmen Malls employees for their utmost support and coordination without them this research wouldnt have been finalized.

Introduction:
Dolmen Mall Hyderi is situated in the hub of

According to Edwin Flippo, A complaint becomes a grievance when the employee feels that an injustice has been committed. If the supervisor ignores, the complaint and dissatisfaction grows within the employee; it usually assumes the status of grievance. A grievance in business organizations is always expressed, either verbally or in writing. The procedure at which Dolmen Mall HR is solving the grievances is the Informal system. In the informal method, the aggrieved employee can directly approach his shift in charge or the section head (in case of a major grievance) engage into a direct consultation and have his grievance resolved amicably in stage I itself. Therefore, he not only saves himself from a lot of time but also mental tension and pressure, which many employees claim to have acquired during the course of a formal grievance redressal procedure. From the findings of the research 100 percent employees agree and goes with the Informal manner of reporting the grievances. They say Informal is the best way to report their grievances as theyre not bound of any formalities before reporting. They directly can report to the manager of any problem which is effective and time savy. Findings of the study, 80% of respondents are male and 20% are female. 52% of respondents are between the age group of 19-25 46% respondents consider Rules & Regulations as most grievance related area 40% respondents consider Communication issues as most critical. 62% respondents are dissatisfied by the Lobby size of the mall. 92% of respondents strongly agree that they need of restrooms provided for employee boys and girls. 100% respondents agree that Informal manner is followed while reporting their grievances. 18% state that management never solves their grievances.

42% of respondents state that higher authority listen when their grievance is presented. 36% employees agree that employees working in other malls are provided better working conditions. 96% of respondents state that the mall management should change its Sunday timings.

Review:
Every organization, be it big or small where there are employees working there has to be grievances and dissatisfaction taking place inevitably. Such feelings of resentment or injustice at having been unfairly treated at work or regarding the working conditions keep arising from time to time. The HR department of every organization deals with this aspect that involves recognizing the grievances whether they are valid or not, their causes, their effects and intensity on the employees, their work and organization. The overall research done was to know about the grievance handling and its effectiveness in Dolmen Mall, Haidery. A set of 10 into 5 questionnaires were prepared to get to know how the grievances were being solved. There was a surity of grievances being solved, but how were they solved and sorted out was distorted. After getting the questionnaires filled my distorted state was finally over. Glad to come out of the distorted state I proceeded further to know why ? Why the informal manner to report your grievances ? I sat out with the employees with the question which was pinching me in me my mind. Ah, a sigh of relief ! The answers I got were very satisfactory as each employee answers linked to other employees answer. They say its the best way to report your grievance. Furthermore, they supported their answers with a strong statement. Employees Its the best way, seriously it is. You can directly

consult the manager without going through any formalities as you have to in Formal approach. Moreover, youre directly linked to the person whos going to listen you for your complaints. What do one want more ? A sarcastic attack on Formal manner. Making the statement more strong a number of employees continued further; It saves time, we can report our grievance even in the middle of a problem which after process mostly boosts the performance of an employee and the output is handsome.

Employee%20Grievances%20and%20Discipline /Essential%20Pre%20requisites%20of%20a%2 0Grievance%20Procedure.html Report by Prabhakarlakku on grievance handling http://www.is4profit.com/businessadvice/employment/handling-grievance-anddiscipline-procedures/handling-agrievance.html http://www.slideshare.net/KamranAtiq/discipl inary-procedure-grievance-handlingprocedure Material extracted from Peopleskills.com http://www.uts.edu.au/work/grievance/handling/ principles.html Faculty Column of Indian MBA journal Textbook by icmrindia.com

Conclusion:
The study reveals that the Grievance handlingmechanism is average . The organization should recognizing the importance of satisfying the employees and retaining them. Further improvements can be made so that all members are highly satisfied with the management. The suggestions and recommendations when implemented will still more benefit the organization.

References:
Dolmen Mall Hyderi http://www.dolmengroup.com/website/index.h tml http://www.facebook.com/DolmenMall?sk=info http://hrmba.blogspot.com/search/label/grievanc e%20handling A study on effectiveness of grievance handlingg mechanism report by R. Gayathri Article Published in Inc. By Josh Spiro http://www.projects4mba.com/questionnaire-forgrievance-handling/170/ http://www.openlearningworld.com/books/E mployee%20Grievances%20and%20Discipline/