Tuesday, May 17, 2011

Discuss the essential prerequisites of a grievances handling procedure.

Discuss the essential prerequisites of a grievances handling procedure. Study the grievances procedure and practice in your organization and present a brief report.

According to Michael j. jucius, the term ‘grievances’ means “any 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, it unfair, unjust, or inequitable”,

Keith Davis has defined grievances as “any real or imagined feeling of personal injustice which an employee has concerning his employment relationship.” A grievances represents a situation in which an employee feels that something unfavorable to him has happened or is going to happen. In an industrial enterprise, grievances many arise because of several factor such as:-
(a) Violation of managements responsibility such as poor working conditions,
(b) Violation of company’s rules and practice.
(c) Violation of collective bargaining agreement.
(d) Violation of labour laws
(e) Violation of natural rules of justice such as unfair treatment in promotion
The prerequisites of a grievances in an organization are as under
(i) The discontentment arises out of something connected with the organization;-
The sources of grievances lie with in the company such as unfair

treatment by the supervisor, violation of company rules, etc. Personal reasons such as illness in the family, conflict with a neighbour etc. do not constitute a grievances. Such outside sources are beyond the control of the employers.
(ii) A grievance may be expressed or implied:-
It is comparatively easier to identify express grievances. They are manifested in several ways, e’g, gossiping, active criticism, argumentation, increased labour turnover, carelessness in the use of tools, materials and poor workmanship, etc. Grievances are also implied by indifference to work, day dreaming, absenteeism, tardiness, etc. It is not wise to recognise only expressed grievance and overlook the unexpressed ones. In fact, unexpressed or implied grievances are more dangerous than the grievances which are stated because it is not known when the implied grievance may explode. It requires a high order of skill for an executive to identify such grievances.
(iii) The discontent may be rational or irrational:-
Rational grievance is a genuine one which must be removed by the management. On the other hand, these are grievances which are emotional in nature and are based on sentiments, distorted perception, lack of proper thinking etc. These are totally irrational or psychological. It is difficult to handle such grievances.
Mc Donald’s: Servicing Fast Food Around the World:-
Ray Knoc opened the First Mc Donald’s restaurant in 1955. He offered a limited menu of high quality, moderately priced food served fast in spotless surroundings Mc Donald’s “QSC & V” (quality, service,

cleanliness and value) was a hit, The Chain expanded into every state in the ration. By 1983 it had over 6000 restaurants in the United states.
In 1967 Mc Donald’s opened its first restaurant outside the United states, in Canada. By 1985 international sales represented about one fifth of Mc Donald’s total revenues Yet fast food has barley touched many cultures. While 90 percent of the Japanese in Tokyo have catch Mc Donald’s hamburger, few outside the cities know what a hamburger is. In Europe, Mc Donald’s maintains a very small percentage of restaurant sales but commands a large market share of the fast food market.
The taste for fast food, American style, is growing more rapidly abroad than that at home. Mc Donald’s international sales have been increasing by a large percentage every year, Everyday more than 18 ,million people in over 40 countries eat at Mc Donald’s.
A grievances is the embryo of more serious trouble to come because accumulation of minor grievance may lead to major explosions. Therefore, prompt and effective handling of grievances is the key to industrial peace. This calls for a systematic procedure of handling grievances for the just and speedy disposal of grievances. There are two types of grievance procedures for redressing the grievances of the employees. These include:
(i) Open Door Policy:-
Under this procedure, the employees were free to meet the top executive of the organization and get their grievances redressed, Such a policy might work well in the small organizations, but in big organizations thus might not be practicable because the top executive will be too busy in other matters.

Another disadvantage of open-door policy was that lower level executives felt by passed. This might complicate the human relations problem. Top management was not too familiar with the working conditions of the operative employees. It might be difficult for it.
to attend to employee grievances because of lack of sufficient information. Lastly, it was also said that the open door policy was suitable for executives to walk through and not the operative employees. The employees might even hesitate to go to top executives with their grievances. Because of these difficulties, step ladder procedure was adopted as discussed below:-
(ii) Step-ladder Procedure:-
Under this procedure, the aggrieved employee was proceed step by step in getting has grievance heard and redressed as shown in the given figure, Firstly, he was to present his grievance in writing to his supervisor. If he was not satisfied with his decision, he might go the head of the department. There might by a joint grievance committee after the decision of the department was not acceptance to the employee. If the committee also failed to redress his grievances, the matter might be referred to the chief executive. The grievance procedure would be said to be exhausted if the chief executive was also not able to redress the grievances. The workers should not make any action against the management (such as going to the labour union or labour court) Until the whole grievances procedure has been exhausted.

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