A RESEARCH REPORT ON

ANALYSIS OF GRIEVANCE REDRESSAL PROCEDURE IN PUNJAB NATOINAL BANK GORAKHPUR (U.P.)

Submitted in the partial fulfilment of the requirement for the award of the degree of

Administration

Master of Business
Of

GAUTAM BUDDHA TECHNICAL UNIVERSITY, LUCKNOW Under the Guidance of:Agrawal No.0940870009) Submitted by:Ashrita (Roll

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Chandra Mauli Institute Of Management Sciences And Technology

GORAKHPUR (U.P)

DECLARATION

I, ASHRITA AGRAWAL student of M.B.A. 4th Semester (2010-11), hereby, declare that the work on the given topic

Analysis of grievance Bank, Gorakhpur

redressal

procedure

in

Punjab

National

presented in the form of this report is my own effort and is genuine to the best of my knowledge.

ASHRITA AGRAWAL DATE:

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ACKN0WLEDGEMENT

The present report is based on the Analysis of grievance redressal

procedure in Punjab National Bank, Gorakhpurin partial fulfilment of

the requirement for the award of the degree of MASTER OF BUSINESS ADMINISTRATION (MBA).

It is a matter of great pride for me that I got to complete my research report in reputed bank Punjab National Bank. It is my sincere duty to express my deep sense of gratitude that support & help me out in preparation of this project report.

I would also like to express my gratitude towards my college Director Prof. R.S. Singh for his valuable support given to me without which it would be very difficult for me to complete the project.

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I express my gratitude towards my project guide Miss Arti Khatnani for inculcating moral values and beliefs in me to anticipate challenges.

At last but not least I am ever grateful to my friends and all respondents from whom I have collected the data to complete the report.

PREFACE

The part of management education has two major aspect i.e. practical and theoretical approaches. The practical training is key to management study which has received a vital importance in present scenario. It is the exposure of management student to the actual work situation in organization. In fact it is the implementation of the theory in to practical.

The summer training which I have done for 45 days i.e. 15 June 2010 to 30 July 2010, obligatory requirement for M.B.A. programme was an unmatched advantage for me to receive practical training in reputed company HCL. The management and staff of the company offered an excellent learning situation. It provided me an opportunity to experience the actual professional atmosphere, which is very much required by an aspiring manager.

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INTRODUCTION

It is always said that Failures are the pillar of the success . Failure means mistake, unfair and deficiencies. We should learn from our mistake and try to overcome it. We should try our best in the next time. Here we can compare failure with grievances success with smooth running of the organization Management should learn from

employee grievance and try to find out a fair solution to that grievance. Grievance may lead many problem, viz.., maximum wastage spoilage, low productivity, maximum chance of accident, etc.

Human beings are valuable resource to an organization like any other material or economic resources .They represent an investment whose development and utilization management. require

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There is fundamental truth that people are most vital assets of an organization without which the intimate assets are worthless. Therefore ,human proper perspective and utilized resource to need achieve to be the

understood in their organization goals .

effectively

This report, thus lays emphasis on emphasis on the quick grievance redressal procedure witch develop a sense of belongingness in the human being and result in greater productivity, peace and harmony.

CONTENTS
CHAPTER- I PUNJAB NATIONAL BANK AT A GLANCE Vision and mission Profile of PNB History Awards and achievement Banks facilities PNB Debit cards PNB financial result Human Resourse Management 12 - 14 15 -17 18 - 20 22 24 25- 36 37 45 46 -49 52 62

CHAPTER II A BIRD EYE VIEW Executive summary Introduction Grievance Grievance Redressal Procedure in PNB 64 65 66 69 70
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 Modal Grievance Redressal Procedure Procedure in India CHAPTER III Finding and interpretation of Data CHAPTER IV Conclusion and suggestion CHAPTER V ANNEXURE Bibliography Questionnaire

- 71 72 - 73

75 91 93 - 95

- 99 - 100 - 101

CHAPTER I

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PUNJAB NATIONAL BANK AT A GLANCE

PUNJAB NATIONAL BANK AT A GLANCE

VISION
To be a Leading Global Bank with Pan India footprints and become a household brand in the Indo- Genetic Plains providing entire range of financial product and services under one roof

MISSION
" Banking for the unbanked "

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PNB VISION 2013 a) QUANTITATIVE DIMENSION

Deposit to increase from Rs. 166457 crore in March 2008 to Rs. 582000
crore in March 2013 , at an average growth of 32% .

Advances to increase from Rs. 119502 crore in March 2013 , at an

average growth of 28% .

Total business to increase from Rs. 285959 crore in March 2008 to Rs.
1000000 crore in March 2013 , at an average growth of 28% .

b) QUALITATIVE DIMENSIONS

I.

A leader and front runner amongst nationalized banks

In Financial Inclusion In all domestic operations

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 In adopting best risk management practices In adopting global best practices in corporate governance & corporate
social responsibilty

II.

To be global Bank

Among the top 3 Indian bank with global presence in Middle East ,
South East Asia , China , Australia , Canada , etc .

Bring best global practices to effectively compete with global players in

India .

III.

Become a universal Bank

Provider of complete range of financial services.

IV.

To be the most profitable bank amongst nationalized banks by focusing on :

Fee based income / off-balance sheet exposures

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 Mid cap segment , retail lending SME advances & agriculture Reduction in gross NPAs . Expenditure control

V.

Capitalize on IT initiatives Provide more values and services Expand reach of ATMs Bank office centralization of all CBS branches Promote interest banking

VI.

Explore options of in-organic growth Merger of private/public sector banks

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PROFILE OF PNB
With over 56 million satisfied customers and 5002 offices, PNB has continued to retain its leadership position large amongst franchise the nationalized and banks. The brand bank image.

enjoys

strong

fundamentals,

value

good

Besides being ranked as one of India's top service brands, PNB has remained fully committed to its guiding principles of sound and prudent banking.

Apart from offering banking products, the bank has also entered the credit card & debit card business; coins bullion & business; asset life and non- life insurance etc.

business;

Gold

management

business,

Since its humble beginning in 1895 with the distinction of being the first Indian bank to have been started with Indian capital, PNB has achieved

significant growth in business

which at the end of March 2010 amounted to

Rs 435931 corer. Today , with assets of more than Rs 2,96,633 croer, PNB is ranked as the 3rd largest bank in the country (after SBI and ICICI Bank) and has the 2nd largest network of branches (5002 office including 5 overseas ).

branches

During the FY 2009-10, with 40.85% share of CASA deposits , the bank achieved 8 3

a net profit of Rs 3905 crore. Bank adequacy ratio of 1 4.16% as on Mar10

has a strong capital

base with capital

as per Basel II with Tier I and Tier

II capital ratio at 9.15% and 5.01% respectively. As on March10, the Bank has the Gross and Net NPA ratio of 1.71% and 0.53% respectively. During the FY 2009-10, its ratio of Priority Sector Credit to Adjusted Net Bank Credit

at 40.5% & Agriculture Credit to Adjusted Net Bank Credit at 19.7% was also higher than the stipulated requirement of 40% & 18%.

HISTORY
THE BANK PNB was Pakistan) as founders Lalchand, an off-shoot Sardar Kali

OF
founded of the in

THE
the year 1895 at

COMPANYLahore (presently in the inspired Lala Dayal,

Swadeshi

Movement. Among Lala HarKishen Shri

were Shri

Dayal

Singh

Majithia,

Lal,

Prosanna

Roy, Shri

E.C. Jessawala,

Prabhu

Bakshi Jaishi Ram, Lala Dholan Dass.

With a common missionary zeal they set about establishing a national bank; the first one with Indian capital owned, managed and operated by the

Indians for the benefit of the Indians. The Lion of Punjab, Lala Lajpat Rai, was actively associated with the management of the Bank in its formative 8 3

years.

The

Bank to

made tide

steady over

progress many a

right

from

its

inception. It the crisis

has shown in banking

resilience

crisis. It withstood

industry of 1913 and the severe depression of the thirties.

It

survived

the was

most uprooted

critical from

period its

in

its area

history the of

Partition

of

1947 when it

major

operations. It

was the

farsightedness of the management that the registered office of the Bank was shifted from Lahore to on June 1947 even before the announcement

of the Partition. With the passage of time the Bank grew to strength spreading its wings from one corner of the country to another. Some smaller banks like, The Bhagwan Dass Bank Limited, Universal Bank of India, The Bharat Bank Limited, The Indo-Commercial Bank Limited, The Hindustan Commercial Bank Limited and .The Nedungadi Bank were brought within its fold.

Nationalization of the fourteen major banks on 19 th July, 1969 was a major step for the banking industry. PNB was one amongst these. As a result,

banking was given a new direction and thrust.

HERITAGE8 3

Established in 1895 at Lahore, undivided India, Punjab National Bank (PNB) has the distinction of being the first Indian bank to have been started solely with Indian capital. The bank was nationalized in July 1969 along with 13 other banks. From its modest beginning, the bank has grown in size and stature to become a front-line banking institution in India at present. A professionally managed bank with a successful track record of over 110 years. Largest branch network in India 4525 Offices including 432 Extension Counters spread throughout the country. Strategic business area covers the large Indo-Genetic belt and the metropolitan centers.

Ranked as 248th London.

biggest bank in the world by Bankers Almanac ,

Strong

correspondent

banking

relationships

with

more

than

217

international banks of the world. More than 50 renowned international banks maintain their Rupee Accounts with PNB.
Well equipped dealing rooms; 20 different foreign currency accounts are maintained at major centers all over the globe.

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COMPLAIN IS A GIFT !

We should treat each and every complain as a gift and say thanks to the complaint because The complaint still wants to remains with us even if he is dissatisfied with our services . He is pointing our week areas to enable us improve ourselves without charging any fee for this service.

ANNUAL FINANCIAL RESULTS 2009-10

Banks Net profit reaches Rs. 3905 crore
Bank continue to be NUMBER ONE amongst nationalized bank in :

Highest Net Profit Highest Operating Profit Highest Business Total Assets Largest Network

- Rs.3905 crore (26.45%) - Rs.7173 crore (26.1%) - Rs.4.36 lakh crore (19.6%) - Rs.2,96,633 crore (20.1%) - More than 5000 branches

Highlights of the performance for the quarter ended March 2010 :

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ORGANIZATIONAL STRUCTURE

HEAD OFFICE of Punjab National Bank is situated at Bhikhaji Cama Place, New Delhi, Under which total 58 circle offices runs in India. 8 3

CIRCLE OFFICE GORAKHPUR

Total 102 branches run in this circle with the help of more than 900 employees. Recently 35 branches of Faizabad circle has been merged into Gorakhpur circle.

ORGANIZATIONAL HIERARCHY OF CIRCLE OFFICE GORAKHPUR

CIRCLE HEAD

CHIEF MANAGER

SENIOR MANAGERS

MANAGERS

OFFICERS/DEPUTY MANAGER
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CLERKS

SUBORDINATES STAFF

HUMAN PNB

RESOURSE

MANAGEMENT

IN

INTRODUCTION-

The Banking industry service industry, the Human Resource Constitutes its most previous resource. With the fast changing economic scenario, technological advancement and increase in competition in the market, the success of any Bank would depend upon its capability to achieve the greater efficiency, increase in its market share as well as its profitability.

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In this scenario, the role of Human Resource Development Division (HRDD) of the Bank is to find, attract, engage, upgrade skill, motivate, retain, grow the scare talent and to increase their efficiency level to enable them in deliver as per the Banks mission and vision through series of HR interventions.

RESPONCIBILITY-

The aforesaid role of the HRD Division calls for discharge of following responsibilities by the division:-

To make plan for Man Power Requirement of the Bank keeping in view the ever changing competitive market scenario and advancement in technology.

To meet the requirement of Man Power either from within by the way of horizontal/vertical movement of the staff or by recruiting from the open market.

To create an environment where the Human Resource acquires and cultivate new skills.

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 To train the human resource of the bank on continuous basis to update their skills and to prepare them for chances in future.

To facilitate welfare and incentive scheme for the employees within a given framework.

To facilitate the Regional and Zonal Offices in performing their respective HR functions by providing necessary guidance from time to time.

To maintain harmonious industrial relations by having effective communication channel with majority Workmen Unions and Officers Association.

WORK PROFILE

MAN POWER PLANNING8 3

 Finding the right man for the right job and developing him into an effective team member.

Prepare the bi-annual Review of requirement of staff at branches/offices as per norms prescribed in the study conducted by the National Productivity council.

RECRUITMENT Formulate the recruitment policy of the bank and seek approval of the same from Board of Directors of the Bank.

Formulate and implement of the training programmes for Management trainees and specialized Officers recruited in the bank.

SELECTION Processing and placing appeals/representations before the competent

authority against non-approval.

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 Preparing, maintain and publishing seniority list of officers up to MMG scale-III.

INDUSTRIAL RELATION
Policies issues relating to service conditions of workmen and placing the same before the competent authority. Follow up of the Minutes of Regional/Zonal IRMs.

DISCIPLNARY ACTION
Original jurisdiction Appellate jurisdiction Review jurisdiction Others

ESTABLISHMEN
Salary preparation and establishment work in respect of the staff posted at HRD Division as well as general Manager posted at Head Office.

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 Reimbursement of newspaper expenses to the general Managers posted at Head Office. Reimbursement of salary paid by the general Managers posted at Head office. Matters pertaining to leave and medical aid of general Managers posted at Head Office.

MANAGENENT RELATION
Polices issues relating to service conditions of officers and placing the same before the board of directors of the bank wherever required. Holding of MRM meeting with the representative of all India PNB Officers Association. Maintenance and updating of personal file of Officers in MMG scale II.

HUMAN

RESOURSE

MANAGEMENT

SYSTEM(HRMS)
Implementation of PNB Parivar (HRMS Package) containing data 8 3

base of all employees of the bank. Handling seminars/Workshops for the person working on PNB Parivar at Regional/Zonal Levels and also for training faculties posted at the Zonal/Regional Training centers. Handling helpline desk for providing immediate solution to the person working on PNB Parivar Package at Regional/Zonal levels.

HR Strategy

"Take a strategic approach to bridging the skills gap" As Peter Drucker pointed out "for the first time in human history it really does matter whether or not people learn" If organizations are to survive, compete, develop and grow they must enter into partnerships with their management teams, their people, their customers and their suppliers. Profile Endeavours to work with organizations at a strategic level, since this is where the greatest return for investment in people can be achieved. Working with many small, medium and large organizations from all kinds of different disciplines,

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we have frequently enabled those organizations to take direct business benefits from our work. Operating at a strategic level provides both parties in the "partnership" (Client and Provider) with quantifiable results. What sort of work do these "partnerships" undertake?

Top Team Development Change Recruitment Teams Employee Participation Change & Opportunity

Core Competencies Critical Success Factors Open Courses Investors in People Competent Senior People Plans Personal Development

Development Centre Business Simulations Appraisal Systems Development Competencies Management

Career Development Performance Review Corporate Leadership Team Building Management Training

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CHAPTER - II

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 8 3

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 of management of the organization.

INTRODUCTION OF THE TOPIC

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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. 2. 3. Complaints of corrupt practices against officers Delay in decision making by officers. Grievances against merits of the decision taken by officers.

A grievance is a sign of an employees 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 ones 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. 8 3

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.

GRIVEANCE
CONCEPT
There is hardly a company or and industrial concern which functions absolutely smoothly at all time . in some the employers have complaint assigned their employers 8 3

these grievances may be real are imaginary valid or invalid genuine are false broadly seeking a complaint affecting one are more workers constitutes a grievances the complaint may related to the quantum of wage , the mode of payment , payment for overtime work , leave , interpretation of service agreement , working condition , promotion , seniority , transfers , work assignment , dismissal or discharge , or a complaint against foremen , against the quality of the plant or a complaint against a foreman , against the quality of the parts used in it , machinery , or the food available in the canteen .

Definition of grievance by different scholars .

According to Dale Yoder

Grievance is a written complaint filed by an employee and claiming unfair treatment.

According to Keith Davis

Grievance may be defined as any real or imagined feeling of personal injustice which an employees has concerning his employment relationship.

According to Luscious:
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 employees thinks , believes or even feels to be unfair , unjust or inequitable.

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According to I . L. O :
Grievance is a complaint of one or more workers in respect of wages , allowance , conditions of work and interpretation of service stipulation , covering such area as overtime and leave , transfer , seniority , promotion , job assignment and termination of service.

After analyzing the above definition we can say that :

1) Grievance is a word which covers dissatisfaction and which has one or more of the following characteristics : (a) It may be voiced or expressly stated by an employees ; (b) It may be written or verbal ; (c) It may be valid or legitimate , untrue or completely false , or ridiculous (d) It may arise out of something connected with the organization or work.

2) An employee feels that an injustice has been done to him. In other words , grievance are feeling , something real , something imagined which an employee may have in regards to his employment situation .

CAUSES OF GRIEVENCE
Grievances generally arise from day- to- day working relation an undertaking. Usually a working relation in an undertaking, usually a worker or trade union protest against act or omission of management that is concerned to violate workers rights. 8 3

Cahloon

observes :

Grievances exist in the mind of individuals, are produced and dissipated by situations , are fostered or headed by group pressure are adjusted or made worse by superior and nourished or dissolved by the climate in the organization which is affected by all the above factor and by the management

Employees grievances may be due to;

Demands for individual wage adjustments ; Complain about the incentive system ; Complain about the job classification ; Complain against particular foremen ; Complain concerning disciplinary measure and procedure ; Objection to the general method of supervision ; Lose calculation and interpretation of seniority rules and unsatisfactory

interpretation of agreements ; Promotions ; Disciplinary discharge or lay-off ; 8 3

Transfer for another department or another shift ; Inadequacy of safety and health services / devices ; Non- availability of material in time ; Violation of contracts relating to collective bargaining ; Improper job assignment ; and Undesirable or unsatisfactory conditions of work ;

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GRIEVANCE REDRESSAL PROCEDURE

Without an analysis of their nature and pattern, the causes of employee dissatisfaction cannot be removed. The personnel administration of an organization should go into

details of the grievances and find out the best possible methods of finding them. He should the top management and line managers, particularly for men and supervisors, in the formulation and implementation of the policies, program and procedure which would best enable them to handle employee grievances. These policies, programs and procedures are generally known as the grievance redressal procedure.

The grievance procedure is a problem solving , dispute settling machinery which has been setup following an agreement to that effect between workmen and management. It is the mean by which a trade union or an employee makes and processes his claim that there has been a violation of the employee agreement by the bank.

NEED FOR A GRIEVANCE PROCEDURE

The adaptation of the grievance handling procedure is essential for a variety of reason. For example:

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Most grievance seriously disturb the employees. This may affect their morale, productivity, and their willingness to cooperate with the organization. If an explosive situation develops, is already in exercise.

.It is not possible that the complaints of the employee would be settled by scale-I managers, they may not have had proper training for the purpose and they may lack authority . Moreover , they may be personality conflicts and other causes as well .

It serves as a check on the arbitrary action of the management because manages know that the employees are likely to see to it that their protest does reach the higher management.

It serves as an outlet for employee grieves , discontent and frustration. It act like a pressure value on the steam boiler. The employees are entitled to legislative , executive and judicial protection and they get this protection from the grievance redressal procedure , which also acts as a mean of upward communication .

GRIVANCE REDRESSAL PROCEDURE IN PNB

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PNB has scheme PNB SAMADHAN for the redressal of grievances of its working staff . PNB SAMADHAN purports to provide an open , faire and fast channel for the staff member to bring forth their grievances / issues to the to the notice of the

management . Through this structured mechanism , staff members may address such issues directly to the chairman and Managing Director of the bank by e mail or by post.

PROSSES OF PNB SAMADHAN

In respect of all members posted in the branches / Circle Officers , the aggrieved staff member should first send his representation to his controlling Regional Office . It is only when he does not receive an acknowledgement of the same form the Circle Head Within 7 days of his sending the

representation or when he is not satisfied with the decision taken at the CO level , then he send his representation of the HRD Division , Head Office . It is only in the event when the aggrieved employee has to represent his case to the HRD Division , Head Office due to any of the reason mentioned above he does not receive an acknowledgement of receipt of his representation within 7 days of his sending the representation or when he not satisfied with the decision taken at the chairman and managing director of the bank . In respect to staff members posted in HO Division , the aggrieved staff member should first send his Divisional Head It is only when does not 8 3

receive an acknowledgement of the same form the concerned division within 7 days of his sending the representation or when he is not satisfied with the decision taken at the HO Division level , that he can send his representation to the Chairman and Managing to the Bank .

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MODEL GRIEVENCE PROCEDURE

The model grievance redressal procedure has a three - tier system for the settlement of grievances at the level of the immediate supervisor; Departmental or head ; and a bipartite grievance committee representing the

management and the union , with a provision for arbitration or appeal to the organization head , and a specific time limit for the resolution process . The procedure has successive time - bond steps , each leading to the next step in case of dissatisfaction . Step involved in the model grievance procedure are follows .

STAGE 1 : An aggrieved employee would first present his grievance verbally to a

designated officer , who would give a reply within 48 hours .

STAGE 2 : If the worker is dissatisfied with the decision or fails to get an answer
within the stipulated time , he would personally or accompanied by his departmental representative ,present his grievance to the head of the department . The departmental head would give in reply 3 days .

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STAGE 3 : If the departmental head fails to give a decision within 3 days or if

the decision is unsatisfactory , the aggrieved worker can seek relief through the grievance committee , consisting of nominees of management and workers . This committee would communicate its recommendation to the manager within 7 days of the grievance reaching it .

STAGE 4 : If the recommendation are not made within time the reason therefore
would be recorded, and if a unanimous decision is not possible , the relevant paper would be placed before the for manager decision .The manager is expected to communicate his decision within 3 days . The worker would have a right to appeal to higher authorities for a revision of manager decision . All these apple have to be decided within 7 days of the worker petition .

STAGE 5 : In case of failure to settle the grievance even at this stage , union and
the management may refer it to voluntary arbitration within a week of receipt of the management s finial decision .

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Tips for the success of the grievance handling procedure

The helpful attitude and support of the management ; Belief on the parts of all the concerned in the utility of the procedure ; Introduction of the procedure with the concurrent of the employees

representative and their trade unions ; Simple , faire , easily , comprehensible and expeditious grievance handling procedure containing a time limit for each step ; Codification of the company policies , rules and practices , and the availability of copies at different management level involved in the handling of the grievance redressal procedure ; Delegation of authority so that action may be taken at all the level of the management ; The functioning of the personnel department in an advisory capacity at all the level of the management ; A fact oriented instead of an employee oriented discussion of grievance ; 8 3

Respect decision taken at each level of the management ; Adequate publicity given to the procedure and its achievement in the company A periodic review of the working of the procedure.

CONSTITUSION OF THE GRIEVANCE COMMITTEE

In the case when the union is recognized Two representative of the management , a union representative and union departmental representative of the department in which the concerned employee works shall be on the grievance committee .

In the case where the union is not recognized ,or there is no union a worker committee .

but

The grievance committee shall be composed of too representative of the management , a representative of the department in which the employees works the workers committee and either the secretary for the wise president of the worker committee is also the workers departmental representative ,

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It is suggested that management representative should be the departmental head plus the official who deals with the grievance at the first stage , or the personnel officer should act as an advisor .The size of the grievance committee should be limited to a maximum of 6 members otherwise it is likely to become wide .

PROCEDURE IN INDIA

Till the enactment of the industrial Employment (S.Os ) Act , 1946 the settlement of day to day grievance of workers in India did not receive much attention . Clause 15 of the model standing order in the schedule of the Industrial Employment Act 1946 , specified that :

All complains arising out of the employment , including those relating to unfair treatment or wrongful action on the part of the employer and his agent shall be submitted to the manager or other person specified in his behalf with the right of appeal to the employer .

In the past , a detailed grievances procedure worked out by mutual agreement only in a few unit . Most of these unit however do not have any machinery for the redressal 8 3

of grievances . When day-day grievances piled up , The accumulated discontent of employees are often contaminated in industrial disputes . The matter regarding the formulation the code of decision laying down that management and union would establish upon a mutually agreed basis , a grievance procedure which will ensure speedy and full investigation leading to settlement . the guideline principles , which were evolved under the code for this purpose and model grievance procedure for adaptation by the parties were settled in a tripartite committee in September , 1958 .The Industrial Dispute ( Amendment ) Act 1982 , provides for the reference of certain individuals disputes to grievance settlement authorities .

CHAPTER III

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RESEARCH OBJECTIVES
Primary Objectives
To study the impact of grievance redressal procedure in Punjab National Bank.

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

Types of grievances Components of job satisfaction Factors that mostly lead to conflicts among the employees of the organization Factors adopted for grievance handling Effect of grievance redressal procedure.

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PURPOSE OF THE STUDY

The richer is keenly interested to the cause of employees grievance and how it is redressed by the management in Punjab National Bank at Gorakhpur . For this purpose the researcher had undergone his research in many branches of PNB Gorakhpur . To some extent , this research has highlighted the causes of employees grievances in PNB and how to redress it fairly and promptly.

However the main objectives of the study are as follows:

To know the practical aspect of the working life ; To know the employees grievance ; and To study on the grievance redressal procedure.

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SCOPE OF THE STUDY

The scope of the study is employees grievance and grievance redressal procedure in PNB. It covers executive as well as non- executive working. Modern origination which employ a large number of personnel , it becomes essential that there should be co-ordination and co-operation among all persons . Some time any or dissatisfaction of dispute may result in bend , strike or demonstration leading to a loss in production or may stop the work . To prevent this situation management should redress all the employees grievance as quick as possible .

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RESEARCH METHODOLOGY
The study in the project report is based on the survey method. The data and information are generated from the manager and workmen at Punjab National Bank.

For the purpose of collecting data and information regarding grievance handling procedure in the organization following type of tool and adopted. methods have been

1. PRIMARY METHOD
a. Structured questionnaire b. Scheduled interview c. Informal talk with employees d. By observing activities of the employees.

2. SECONDRY METHOD

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In order to get data pertaining to grievance , the researcher has gone through files and records of the personal department , magazines and booklet published by PNB.

UNIVERCE OF THE STUDY

The universe of the study comprise of major department/ unit of managers and workmen in Punjab National Bank .

SAMPLING

For

drawing

the

representative

sample

of

major

departments/ units,

stratified random sampling is used. Under this sampling the universe is divided into different strata on the basis of origin. The number of

individuals drawn from every stratum is in the universe.

Universe 809

Sample Size - 100

Sampling Technique

8 3

Non probability sampling:

A non probability sampling technique is that in

which each element in the Population does not have an equal Chance of getting selected

Data Analysis Method Area of survey

Graphical method

Gorakhpur

CHAPTER IV

FINDING AND INTERPRETATION OF DATA

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Findings are based on the responses given by the employees of PNB. Following are the findings after the completion of survey. 1. Have you ever file any grievance? a) Yes b) No

Response Yes No Total

No. of Respondents 55 45 100

Percentage 55% 45% 100%

60 50 40 30 20 10 0 Yes No Yes No

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INFERENCE
55% of the employees have file the grievance and rest of the 45% employees did not file the grievance

2. If yes, state the reason? a) Economic c) Supervision d) Miscellaneous b) Work environment d) Work group

Responses
Economic Work environment Supervision Work group Miscellaneous

Total

No. of Respondent 10 20 25 25 20 100

Percentage 10% 20% 25% 25% 20% 100%

25 20 Economic 15 10 5 0 Work env Supervision Work group Misc

Economic

Supervision

Misc

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INFERENCE
During the survey the I found that the 10% of the employees have grievance regarding economic, 25% for work environment, 25% for supervision, 20% for work group and rest 20% have miscellaneous causes.

3. Are you fully aware of grievance handling system? a) Yes b) No

Response Yes No Total

No. of Respondents 90 10 100

Percentage 90% 10% 100%

90 80 70 60 50 40 30 20 10 0 Yes No

Yes No

INFERENCE
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Most of the employees are fully aware of grievance handling system. Only 10% of the employees are not aware of the grievance handling system.

Responses Yes No Total

No. of Respondent 67 33 100

Percentage 67% 33% 100%

4. Are you satisfied with the present grievance redressal procedure? a) Yes b) No

70 60 50 40 30 20 10 0 Yes No Yes No

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INFERENCE
67% of employees are satisfied with the present grievance redressal procedure of the bank , while 33% are dissatisfied. Employees are satisfied with the scheme of PNB SAMADHAN.

5. According to you what is time period of grievance handling? a) Within one month c) More than two month b) Two month

Responses
Within one month Two month More than two month

No. of Respondent 100% 0% 0% 100%

Percentage 100% 0% 0% 100%

Total

100 80 60 40 20 0 <1 month 2 month > 2 month <1 month 2 month > 2 month

INFERENCE
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All the employees agreed that the time period of grievance handling should witin one month. Because delay in redressal will create more grievance in them.

6. According to you grievance handling system is simple to understand? a) Yes b) no

Responses Yes No Total

No. of Respondent 70 30 100

Percentage 70% 30% 100%

70 60 50 40 30 20 10 0 Yes No Yes No

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INFERENCE
70% of the employees said that the grievance handling system is simple to understand. Rest 30% of the employees feels that it is not simple because it is a long process.

7. Are grievance settled promptly? a) Always c.) Never b.) Sometime

Responses Always Never Sometimes Total

No. of Respondent 55 15 30 100

Percentage 55% 15% 30% 100

60 50 40 30 20 10 0 Always Never Sometimes Always Never Sometime

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INFERENCEForm the survey , I came to the conclusion that although majority 55% said that the grievance are settled promptly , but 15% said that their grievance are not settled at time and rest 30% of the employees said that sometimes grievance are settled at time.

8. What is the model of grievance? a) Two stage c) Four stage b) Three stage d) Five stage

Responses
Two stage Three stage Four stage Five stage

No. of Respondent

Percentage

Total

100

100%

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9. Do you have any officers in charge to handle grievance? a) Yes b) No

Responses Yes No Total

No. of Respondent 90 10 100

Percentage 90% 10% 100%

90 80 70 60 50 40 30 20 10 0 Yes No Yes No

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INFERENCE
The employees said that they have some officers who are in charge to handle the grievance but rest 10% of the employees said that they dont have any officers who are in charge to handle the grievance.

10.Do you want to introduced the proper grievance redressal procedure in line with the provision of the PNB SAMADHAN at your circle also? a) Yes b) No

Responses Yes No Total

No. of Respondent 85 15 100

Percentage 85% 15% 100%

90 80 70 60 50 40 30 20 10 0 Yes No

Yes No

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INFERENCEThe above data reveals that majority of employees want to introduce the proper grievance redressal procedure in line with the provision of the PNB SAMADHAN at the Gorakhpur circle level also . Which will make the grievance redressal process speedy and they can be settle promptly.

Do you get promotion on time ?

Responses Yes No Total

No. of Respondent 51 24 75

Percentage 68% 32% 100%

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INFERENCE
After observing the above data , the researcher found that most of the employees (68%) are satisfied with promotions that they got during their working life . It is good indication for the management because promotion is one of the tool in the hand of the management to motivate its employees to get the maximum results from the workers. Though 32% of workers are unsatisfied with promotion they got .

1. GRIEVENCE RELATED TO PRESENT REDRESSAL PROCEDURE OF PNB ,

GREVANCE

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Matter - Are you satisfied with the present grievance redressal procedure ?

Responses Yes No Total

No. of Respondent 50 25 75

Percentage 67% 33% 100%

INFERENCE 8 3

67% of employees are satisfied with the present grievance redressal procedure of the bank , while 33% are dissatisfied. Employees are satisfied with the scheme of PNB SAMADHAN

5.GRIVANCE REGARDING SECURITY MEASURES

MATTER Are security measures observed by the bank adequately?

RESPONSES Yes No Total

NO. OF RESPONDENT 42 33 75

PERCENTAGE 56% 44% 100%

RESPONSE

INFERENCE:8 3

The above data clearly gauge that number of satisfied and unsatisfied employees are nearly equal.56% of employees are satisfied with the security measure while 44% are dissatisfied with it.

6 . GREIVANCE REGARDING PENSION SCHEME,

Matter-Are you satisfied with pension scheme?

Responses Yes No Total

No. of Respondents 57 18 75

Percentage 76% 24% 100%

RESPONSE

INFERENCE:8 3

Above data reveals that majority of employees are satisfied with the pension scheme, while only 24% of them are unsatisfied with it. Many of the employees havent taken the pension scheme due to their dissatisfaction

7. GRIEVENCE AGAINST WITH THE CUSTOMER GRIEVENCE REDRESSAL PROCEDURE,

Matter- Are you satisfied with the process of the customer redressal,

Responses Yes No Total

No . of Respondent 40 35 75

Percentage 53% 47% 100%

INFERENCE8 3

The above data gauge that the number of satisfied and dissatisfied employees are nearly same .53% satisfied and while 47% are dissatisfied

8 . Do you feel hesitation to file grievances you have ?

Responses Always Sometime Never Total No. of respondent 4 43 28 75 Percentage 5% 58% 37% 100%

INFERENCE-

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The above data clearly reveals that majority of employees sometime feels hesitation to file their grievance, 37% of employees never feel hesitation and file their grievance very freely, while only 55% of employees always hesitate to file their grievance.

9. Grievance regarding present job,

Matter- Are you satisfied with your present job?

Responses Fully Partly Unsatisfied Total

No. of respondent 39 31 5 75

Percentage 52% 41% 7% 100%

Unsatisfied 0% 7%

RESPONSE

Partly 41%

Fully 52%

INFERENCEAfter analyzing the above data the researcher has found that 52% of the total respondents are fully satisfied, while 41% are partly satisfied with their present job, whereas 7% of the respondent are unsatisfied. Job satisfaction is one of the most 8 3

important factor for the smooth running of the organization. It increase the morale of the workers and result in greater productivity , less wastage and spoilage reduced turnover , reduced absenteeism.

10. RELATIONSHIP WITH IMMEDIATE BOSS,

Responses Very good Good Bad Total No. of respondent 54 20 1 75 Percentage 72% 27% 1% 100%

INFERENCEAbove data shows that the employees are satisfied with their boss,72% of the total respondent have very good relation , 27% have good relation while only 1% have bad 8 3

relation with their immediate boss . For a healthy and efficient working environment harmony between management and employees is very important which PNB maintains.

11. GRIEVANCE REGARDING MEDICAL FACILITIES,

Matter- Are you satisfied with medical facilities providing by PNB?

RESPONSES Yes NO Total

NO. of Percentage Respondents 35 47% 40 75 53% 100%

0% RESPONSE 0% Yes 47%

NO 53%

INFERENCEAbove data shows that 47% employees are satisfied with the medical facilities while majority, 53% are totally dissatisfied. Percentages of both are near about equal which reveals that half employees are satisfied little bit more than half are unsatisfied with 8 3

the medical facility of the PNB. They suggest that PNB should have its own hospital for its employees like railway ,B.H.E.L, H.A.L, N.T.P.C, ETC.

12. GRIEVANCE REGARDING SCHEDULED WORKING HOURS,

Matter- Are you satisfied with the scheduled working hour of PNB?

Responses Yes No Total

No. of Respondents 49 26 75

Percentage 65% 35% 100%

INFERENCEDuring the survey the researcher found that although 65% of employees are satisfied with their scheduled working hours , i.e. 10-5 , but still 35% of the employees are

8 3

dissatisfied with their working hour . Dissatisfied employees mostly belongs to officer cadre who are required to work after 5 P.M. Even sometime on Sundays and holidays too.

13. GRIEVENCE AGAINST V.R.S SCHEME,

Matter- Are you satisfied with feasibility of V.R.S scheme?

Responses Yes No Total

No. of Respondent 43 32 75
3rd Qtr 4th Qtr 0%

Percentage 57% 43% 100%

0% RESPONSE

No 43%

Yes 57%

INFERENCEThe above data clearly gauge that majority of employees are satisfied with the feasibility of V.R.S scheme but still 43% of them are unsatisfied with it. According to 8 3

them V.R.S scheme is not feasible with the scheme and thus it need many amendments.

14. GRIEVANCES ARE SETTLED PROMPTLY,

Responses Yes No Total No. of respondent 42 33 75 Percentage 56% 44% 100%

INFERENCE-

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Form the survey , the researcher came to the conclusion that although majority 56% said that the grievance are settled promptly , but still 44% said that their grievance are not settled at time.

15.

Do you want to introduce the proper grievance redressal process in line with the provision of the PNB SAMADHAN at your circle level also?

Responses Yes No Total

No. of Percentage Respondents 65 87% 10 13% 75 100%

INFERENCEThe above data reveals that majority of employees want to introduce the proper grievance redressal procedure in line with the provision of the PNB SAMADHAN at 8 3

the Gorakhpur circle level also . Which will make the grievance redressal process speedy and they can be settle promptly. Many employees some time fill hesitation to file their grievances . management should appropriate step to remove this hesitation and promptly settle their grievances

ANALYSIS AND INTERPRETATION OF QUESTIONNAIRES

1.

Job Satisfaction

Components of job satisfaction:

o o o o o o

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

1. 3.
4.

Factors that lead to grievances among the employees Initial reaction of employees to their grievance Methods for resolving the conflicts

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5.

Satisfaction level of the employees for the conflict resolving

procedure adopted by the organization

6.

Conflict resolving is an important function of an organization

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. 8 3

CHAPTER IV

CONCLUSION AND SUGGESTION

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. 8 3

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 employees which is based on randomize selection.

The greatest and most precious asset of the country is its people. They utilize all natural resources and potential of the region. People forms the assets of the nation. India is quoted as a Social Welfare State in our constitution. So it is the prime duty of our government and the concerned organizations to find out the problems of their people and solve it as expeditious as possible.

Employees while working in their organization have dissatisfactions regarding many different things and have complaints regarding unfair treatment. This constitutes grievances. It is duty of Human Resources Department to properly settle grievances in order to achieve the best possible efficiency and productivity.During the survey the researcher has found that employees mainly have grievance regarding the staff strength, working hour and salary structure .

The data of manpower statement clearly gauge that there is greater shortage of manpower in the PNB . In the Gorakhpur circle total 984employees are sectioned but only 809 are working . There is deficit of 175 employees which is a huge deficit . In this situation the grievances about the staff strength is obvious . Most of the branches are suffering from the deficit of staff strength which result in the overload of work on the present staff and inconvenience to them which is one of the causes of grievances .

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Many employees have grievance regarding their working hours , especially of the officer cadre. They have to work after 5 P.M., payment for overtime . It makes them tried and they get very less time to their family and personal and social dealing .

Employees want the modernization of the infrastructure of the bank according to need and the time during the survey the researcher found that many branches were too much hot it become hectic for employees to work during summer . Although too branches are air-conditioned .Many employees were dissatisfied with the branch working condition . Ambiences of the branches need

reconstructing . Researcher found one of the major problem is lack of IT experts in the branches . in the most of the branches there is not is even a single IT expert and the employees do not have sufficient knowledge of software and hardware on which they are working . Thus they have to suffer a lot during any difficulty or technical problem arises while operating the computers . Majority of employees are satisfied with the provision of PNB SAMADHAN and want to introduce this process at the Gorakhpur circle level also . Which will make the grievance redressal process speedy and they can be settle promptly. Many employees some time fill hesitation to file their grievances . management should appropriate step to remove this hesitation and promptly settle their grievances . In spite of so many grievance , PNB has many plus point too .

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1. Near about all of the employees are satisfied with the management attitude towards them employees great their relationship with their boss as very good and good . 2. For a efficient and effective working condition harmony at the workplace in between management and employees keeps very important place .
3. This harmony exist in the PNB which helps to make it the leading bank

of India.

SUGGESTIONS

1.

In PNB the grievances redressal procedure is not as efficient as it should be . It is advisable for the management to establish a grievance redressal cell in the line with the provision of the PNB SAMADHAN at the circle office level

8 3

also so that the grievance can be solved at basis level within minimum possible time .

2. The grievance redressal cell should have representative from all the scale / grade . Their reporting or redressal procedure should not come under the influence of the top authority .

3. Bank s infrastructure should be improve and modernize.

4. Proper training should be provided to the employees about hardware and software on which they are working .

5. Employees are not satisfied with the medical facilities provided . PNB should take appropriate step regarding this grievance .

6. Staff strength should be increased.

LIMITATIONS OF STUDY

People were not ready to fill in the questionnaire 8 3

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.

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CHAPTER V

ANNEXURES

BIBLIOGRAPHY
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Website www.goggle.com www.pnbindia.com www.pnbint.com www.wikipididea.com BOOKS

1. Blaxter , L., Hughes , C. and Tight , M . ( 1996 ) , How to recherch Buckingham : Open University Press . 2. Uma Sank ran; Research method for business.

3. Dessler , Human Recourse Management. 4. Magazine and broachers of PNB.

QUESTIONNAIRE
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This questionnaire forms a project report for the award of MBA in Human Resource Management on the specific topic Grievance Redressal Procedure in Punjab National Bank . The purpose of this questionnaire is to know valuable ideas . This information furnished by you will be treated as strictly confidential and will be used for the purpose of study only .

PERSIOAL IDENTIFICATION

1 .NAME 2. AGE 3. SEX 4. DEPARTMENT 5. DESIGNATION 6. EDUCATIONAL QUALIFICATION : : : : :

Dear sir\ Madam,

A few questions are given below , please read it carefully and answer the following questions . You have to make a tick ( ) according to your choice . Be sure and honest while giving responses .

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1. Have you ever file any grievance? a) Yes b) No

2. If yes, state the reason? a) Economic c) Supervision d) Miscellaneous b) Work environment d) Work group

2. Are you fully aware of grievance handling system? a) Yes b) No

3. Are you satisfied with the present grievance redressal procedure? a) Yes b) No

4. According to you what is time period of grievance handling? a) Within one month c) More than two month b) Two month

5. According to you grievance handling system is simple to understand? a) Yes b) no

6. Are grievance settled promptly?

a) Always

b.) Sometime 8 3

c.) Never

7. What is the model of grievance? a) Two stage c) Four stage b) Three stage d) Five stage

8. Do you have any officers in charge to handle grievance? a) Yes b) No

9. Do you want to introduced the proper grievance redressal procedure in line with the provision of the PNB SAMADHAN at your circle also? a) Yes b) No

10. Any

suggestion

regarding

grievance

redressal

procedure

8 3

1. Are you satisfied with the working condition? Yes/No

11. Are you satisfied with your present salary structure? Yes/No

12. Do you get promotion on time? Yes/No

13. Are you satisfied with the present redressal procedure? Yes/No

14. Are security measures observed by the Bank adequately? Yes/No

15. Are you satisfied with the pension scheme of PNB? Yes/No

16. Are you satisfied with the process of the customer grievance redressal? Yes/No

17. Do you feel hesitation to file grievance redressal you have? a) Always b.) Sometime c.) Never 8 3

18. Are you satisfied with your present job? a) Fully b.) Partial c.) Unsatisfied

19. Relationship with your immediate boss? a) Very good b.) Good c.) Bad

20. Are you satisfied with medical facilities provided by PNB? Yes/No

21. Are you satisfied with the schedule working hour of PNB? Yes/No

22. Are you satisfied with the feasibility of V.R.S scheme? Yes/No

23. Are grievance settled promtly? a) Always b.) Sometime c.) Never

DATE : PLACE

SIGNATURE:

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