1.1: Background of the Report
An employee has may a grievance. For this reason develop aDissatisfaction in employees mind. Grievance is a part of industrial Relation, since we are student of BBA, and this part of BBA program, our industrial relation course teacher Ayesha Binte Safiullah assigned us to prepare areport on Grievance handling procedure in a multinational organization as related topic industrial relation course. We have selected our report topic as “Grievance handling procedure in Nestle Bangladesh Ltd.”. We have made a survey for required information in Nestle official site in net. We have prepared our report on December 28, 2011 which will be submitted by December 29, 2011.
1.2: Objective of the Study
We have prepared this report based on two purposes. Those are-
1) To develop our Knowledge in industrial relation Program
2) And provide more Valuable Information gathered for who passionate employee to want to join in this company
1.2.1 Primary Objective:
The report aims to provide information on suggest more valuable step follow grievance handling procedure effective of by the Nestle Bangladesh through Management
1.3: Scope of the Study
There is a certain boundary to cover this report. Our particular report only covers Training and Development in Nestle Bangladesh Ltd. We mainly focus how to handling grievance procedure and what types of principles follow to Grievance handling procedures Nestle Bangladesh.
1.4: Limitations of the Study
We are lucky enough to get a chance to prepare a report on “Grievance handling procedure Nestle Bangladesh Ltd.” We tried heart & soul to prepare a well-informed report. But unfortunately we faced some difficulties when preparing this report. We tried to overcome the difficulties. In spite of trying our level best, some difficulties that hamper our schedule report work:
1.4.1 Shortage of time:
Within a short time, we need to prepare some other courses’ reports for in this session.
For this reason, we could not get a fluent time schedule for the report.
1.4.2 Limitation of related with the organization:
The employees of Nestle Bangladesh Limited were too busy of there work. For this, they did not sufficient time to fulfill our queries and some of them neglected us to support.
1.4.3 Difficulty in collecting data:
Many employers of the organization were not well known about all information that we asked them. Many of them also hesitated to answer the questions. These things hampered the information collection.
2.0 Methodology
2.1 Sources of collecting data:
We are collecting through two types,those are
I. Primary data
II. Secondary data
Primary Data: The employees of Nestle Bangladesh Limited were too busy of there work. For this, they did not sufficient time to fulfill our queries and some of them neglected us to support.
Secondary Data:
We collecting data and some valuable information by internet from Nestle Bangladesh Ltd. Official web-site and others web site, friends and many others peoples.
2.3 Software used:
Microsoft Word 2003
2. Introduction / Meaning of Grievance:
- Michael J.Jucious defined Grievances as “any discontent or dissatisfaction ,whether valid or not, arising out of anything connected with the company that one employee thinks, believes or even feels, is unfair, unjust or inequitable
- Now a day grievance is an important matter for well leading companies, and it’s an inalienable responsibly of higher posted staffs or managing Director to provide satisfactortenty motivation to the best staff and avoid injustice. So to identifying grievance we can define in various grounds. Its synonymous definition is judging or scoring.
- Definition of web: A cause of uneasiness and complaint; a wrong done and suffered; that which gives ground for remonstrance or resistance, as arising from injustice, unfair ,etc.
- Legal definition of grievance: In labor law a complaint filed by an employee regarding working conditions to be resolved by procedural machinery provided in the union contract. An injury, injustice, or wrong which gives ground for complaint.
- Employee grievance are situation in which the employee are dissatisfied with the company.
2.1 Causes of Grievance:
Grievances generally arise from the day-do-day working relations in the undertaking, usually a employee or trade union protest against an act or omission or management that is considered to violate worker’s rights. There are certainly some of the causes that can lead to grievance. Some of them are listed below:
- Morality: there are some rights which must be provided by the company
which shows morality for the company:
- It gives an opportunity to the workers to express their feelings.
- The management comes to know that what the workers think.
- It highlights the morale of the people.
- There may be some complaints, which cannot be solved at supervisory level.
- They must have been resolved by a systematic grievance handling procedure.
- It improves the policies and practices of the company.
- Working environment: an fulfill environment means so many thing for each staff, they always wants a perfect and wonderful work place for them and to create a manageable work place, company has to be persuade, and some effective steps are:
- Poor working conditions
- Faulty machines and equipments
- Attitude of supervisor
- Behavior of top management
- Favoritism and nepotism
- Strained relations
- Excessive discipline
- Defective promotion
- Lay off and retrenchment
- Inadequate health and safety devices
- Economic manners: it’s an effective motivator for the staffs almost all
staffs get motivated for good amount of wages and other relative facilities and some factors are given below:
- Wage fixation and revision
- Payment of overtime
- Inadequate bonus
- Demand for welfare and equipments
- Incentive
- Allowances
- Increments
- Supervision: some staffs likes to take responsibilities in different situation, specially, project management, promotion, and other exiting activities, its attributed by the interest of the individual staffs, and supervisory is also can be a motivator.
- Work group:
- many employees are unable to adjust with colleagues
- Suffer from feeling of neglect
- Victimization an object of ridicule and humiliation.
- Maladjustment of the Employee:
- Improper attitudes towards work
- Lack of interest
2.3 Different Forms:
There are many different kinds of grievances, and usually in Nestle company determines few type of grievance to file according to who is affected in different levels and workplace:
1. Individual Grievance: Most grievances affect one individual member and are
therefore signed by them. Even by filing an individual grievance, operation is
helping all members by defending the agreement and the rights of all those covered by the agreement.
2. Group Grievance: Several members have been affected in the same way at the same time, so a grievance is filed for the entire group. For example, management changes the start time for all day-shift workers.
3. factual grievance: when an employee is dissatisfied with his job, for factual and genuine reasons like a breach of term of employment or any other reasons that are clearly attributed to the management, he is said to have a factual grievance thus, factual grievance arise when the legitimate needs are unfulfilled. The problem that he has is real and not virtual.
4. Policy Grievance: Here the union and not the individual file the grievance.
This occurs when management is either in violation of the collective agreement or
incorrectly interprets it, which may affect all members in the future. For example,
management assigns a day worker to work on an “off-shift” without regard to
seniority. Even if the worker has no objection, the union may file a grievance to
establish and insure that seniority be respected in such cases.
5. Disguised: an employee may have dissatisfaction for reasons that are unknown to himself this may be because of pressures and frustrations that an employee is feeling from other sources like his personal life.
2.4Effects Of grievance:
- It is a problem solving machinery.
- For management it is a problem detector.
- A channel through which employees present their grievances.
- It ensures proper handling of grievances.
- A method which helps employees to get relief from dissatisfaction.
- Brings uniformity in grievance handling.
- Develops confidence in employees.
3.1Nestle Bangladesh How to grievance handling Procedure
- Identify grievance :
– Understanding grievances and why employees raised them
– Common grievances
– Negative response to grievance
– Consequences of mishandling grievances
– Handling grievance effectively
– Company’s grievance-handling procedure and what you need to do
– Case-studies
A grievance should be redressed as soon as possible, so don’t let the sun go down before identifying an employee’s grievance. The methods usually adopted for identifying grievances are: Open-door policy, Opinion Surveys, Gripe Box System and Exit Interview.
- Open-door Policy:
In this method, employees are requested to submit their grievances to their superiors and the problems are discussed and sorted out.
- Opinion Surveys:
In this method, the employees express their grievances to persons who are not their superiors. The identity of the employee is not disclosed.
- Gripe Box System:
The employees can drop their complaints in the complaint box. The employee need not disclose his identity if he so desires.
- Exit Interview:
An employee may leave an organization due to dissatisfaction or on getting better employment. The information collected in an exit interview will be more reliable as the employee can express his opinion more freely and frankly which normally an employee may not do.
3.2 Principle of Grievance procedure:
1. Stay calm. The grievance procedure is meant to provide for the orderly
and fair resolution of work-related conflict. Don’t take a grievance
personally; frame it in objective and behavioral terms.
2. Put the grievant at ease. Listen non-judgmentally and strive to understand the grievant’s viewpoint. Ask what specific remedy is sought.
3. Reread the contract. Confirm that the issue is covered by the bargaining agreement and the grievance is ripe. Follow prescribed timelines, or waive them by mutual agreement so you can decide the merits of the grievance.
4. Clarify the burden. Remember that management has the responsibility for
proving the justification for any discharge or disciplinary matter, while the
union bears the burden for enforcing a contract provision.
5. Do your research. Avoid snap judgments or rubber stamping earlier
decisions. Conduct a proper investigation by gathering all the relevant facts
and data, including the names of any witnesses. Be sure to document
everything and create a record.
6. Keep an open mind. We all interpret events according to our own internal
filters, which are shaped by experience, culture, etc. Don’t assume that
management’s witnesses are more credible than the employee’s or union’s.
7. Ask for help. Seek advice from management or labor relations folks
before you allow or deny a grievance. Be sure your decision doesn’t
conflict with the contract or with applicable law.
8. Make an equitable decision. Impose graduated discipline that is
commensurate with the violation. Don’t use a grievance to “get back” at an
employee or union for some other action you didn’t like.
9. Communicate the decision in a tactful and timely fashion.
10. Keep it professional. Separate the grievance process from your role and
responsibility as a supervisor. Ensure that no employee experiences any retaliation for exercising rights under the contract
4.Grievance Handling procedure Steps:
The employee lets the employer know the nature of the grievance If it is not possible to resolve a grievance informally, employees should raise the matter formally and without unreasonable delay with a manager who is not the subject of the grievance. This should be done in writing and should set out the nature of the grievance.
The standard statutory grievance procedure is a three-step process:
– Step 1: he employee must tell the employer in writing that they have a grievance. The legislation does not set out how the employee must set out the letter; however the Labor Relations Agency provides sample letters on its website. Employees should indicate at this stage if their grievance is because they believe they are being discriminated against.
– Step 2: the employer must invite the employee to a meeting to discuss the grievance as soon as possible. The employee must take all reasonable steps to attend this meeting. The employee has a right to be accompanied to this and any appeal meeting by a work colleague or a trade union official. After the meeting the employer must inform the employee of their decision in response to the grievance within a reasonable time and notify the employee of their right to appeal against the decision if they are not satisfied with it. The employee must make their request for an appeal within a reasonable time of receiving the employer’s decision.
– Step 3: if the grievance is likely to involve possibilities of major cost, then the industrial relations representative may deny it and send it to may vary substantially depending on the contract. Typical arrangements would include the following parties.
– Firstly ,the grievance may be settled locally with the local negotiating committee and management.
-In more complex settled by a corporate situations grievance may be level of industrial relation director.
– Step 4: when the grievance is unresolved at the third step, the parties submit the dispute to a neutral arbitrator who hears evidence from both sides and renders a decision in favor of on
6.Conclusion
It can be said that Nestle is one of the best leading food manufacturing company in our Country. Moreover, the quality of this company’s product is world class.
We hope that this company will continue their business with lots of good food and bakeries. And also we are wishing that they will increase their branches all over the world. In addition, it can be observed that it creates a lot of employment facilities in our Country. For this reasons, we are proud of this company.
Executive Summary
Nestle is the world’s largest food, and nutrition group, not only in terms of its sales but also in terms of its product range and its geographical presence: Nestlé covers nearly every field of nutrition: infant formula, milk products, chocolate and confectionery, instant coffee products, frozen ready-made meals, mineral water etc. Nestle also a major producer of pet food.
Nestle management provided their employees functionally with good environment, they also influences their employees various facilities like
Healthy salary, increments .For this reason these employee
more motivated and ready to make much more contribution to the
Organization, when these organization fails to gives their employees facilities then employees develops a feeling of dissatisfaction.
Mainly we focus this report how to began an employees grievance and causes. On
alongside we focused how to handle grievance procedure
We are acquired more experience to research and analysis this report, that help us future job performance. We also learn various things .We collecting data and some valuable information by internet from Nestle Bangladesh Ltd. Official web-site, friend and annual report. We create these report by Microsoft office 2003.
Finally, We thanked those people who are help through valuable information of us. Also special thanks our honorable Teacher Ayesha Bintte Saifullah for her guideline
1. Introduction
· Michael J.Jucious defined Grievances as “any discontent or dissatisfaction ,whether valid or not, arising out of anything connected with the company that one employee thinks, believes or even feels, is unfair, unjust or inequitable
Ø Now a day grievance is an important matter for well leading companies, and it’s an inalienable responsibly of higher posted staffs or managing Director to provide satisfactortenty motivation to the best staff and avoid injustice. So to identifying grievance we can define in various grounds. Its synonymous definition is judging or scoring.
Ø Definition of web: A cause of uneasiness and complaint; a wrong done and suffered; that which gives ground for remonstrance or resistance, as arising from injustice, unfair ,etc.
Ø Legal definition of grievance: In labor law a complaint filed by an employee regarding working conditions to be resolved by procedural machinery provided in the union contract. An injury, injustice, or wrong which gives ground for complaint.
Ø Employee grievance are situation in which the employee are dissatisfied with the company.
2. Causes of Grievance:
Grievances generally arise from the day-do-day working relations in the undertaking, usually a worker or trade union protest against an act or omission or management that is considered to violate worker’s rights. There are certainly some of the causes that can lead to grievance. Some of them are listed below:
Ø Morality: there are some rights which must be provided by the company
which shows morality for the company:
ü It gives an opportunity to the workers to express their feelings.
ü The management comes to know that what the workers think.
ü It highlights the morale of the people.
ü There may be some complaints, which cannot be solved at supervisory level.
ü They must have been resolved by a systematic grievance handling procedure.
ü It improves the policies and practices of the company.
Ø Working environment: an fulfill environment means so many thing for each staff, they always wants a perfect and wonderful work place for them and to create a manageable work place, company has to be persuade, and some effective steps are:
ü Poor working conditions
ü Faulty machines and equipments
ü Attitude of supervisor
ü Behavior of top management
ü Favoritism and nepotism
ü Strained relations
ü Excessive discipline
ü Defective promotion
ü Lay off and retrenchment
ü Inadequate health and safety devices
Ø Economic manners: it’s an effective motivator for the staffs almost all
staffs get motivated for good amount of wages and other relative facilities and some factors are given below:
ü Wage fixation and revision
ü Payment of overtime
ü Inadequate bonus
ü Demand for welfare and equipments
ü Incentive
ü Allowances
ü Increments
Ø Supervision: some staffs likes to take responsibilities in different situation, specially, project management, promotion, and other exiting activities, its attributed by the interest of the individual staffs, and supervisory is also can be a motivator.
Ø Work group:
ü many employees are unable to adjust with colleagues
ü Suffer from feeling of neglect
ü Victimization an object of ridicule and humiliation.
Ø Maladjustment of the Employee:
ü Improper attitudes towards work
ü Lack of interest
3. Effects Of grievance:
ü It is a problem solving machinery.
ü For management it is a problem detector.
ü A channel through which employees present their grievances.
ü It ensures proper handling of grievances.
ü A method which helps employees to get relief from dissatisfaction.
ü Brings uniformity in grievance handling.
ü Develops confidence in employees.
pHow to grievance handling Procedure
Ø Identify grievance :
– Understanding grievances and why employees raised them
– Common grievances
– Negative response to grievance
– Consequences of mishandling grievances
– Handling grievance effectively
– Company’s grievance-handling procedure and what you need to do
– Case-studies
A grievance should be redressed as soon as possible, so don’t let the sun go down before identifying an employee’s grievance. The methods usually adopted for identifying grievances are: Open-door policy, Opinion Surveys, Gripe Box System and Exit Interview.
Ø Open-door Policy:
In this method, employees are requested to submit their grievances to their superiors and the problems are discussed and sorted out.
Ø Opinion Surveys:
In this method, the employees express their grievances to persons who are not their superiors. The identity of the employee is not disclosed.
Ø Gripe Box System:
The employees can drop their complaints in the complaint box. The employee need not disclose his identity if he so desires.
Ø Exit Interview:
An employee may leave an organization due to dissatisfaction or on getting better employment. The information collected in an exit interview will be more reliable as the employee can express his opinion more freely and frankly which normally an employee may not do.
pGrievance Handling procedure Steps:
The employee lets the employer know the nature of the grievance If it is not possible to resolve a grievance informally, employees should raise the matter formally and without unreasonable delay with a manager who is not the subject of the grievance. This should be done in writing and should set out the nature of the grievance.
The employer should arrange a meeting and allow the employee to be accompanied at the meeting.
- Employers should arrange for a formal meeting to be held without unreasonable delay after a grievance is received to discuss it.
- Employers, employees and their companions should make every effort to attend the meeting. Employees should be allowed to explain their grievance and how they think it should be resolved. Consideration should be given to adjourning the meeting for any investigation that may be necessary.
- Workers have a statutory right to be accompanied by a companion at a grievance meeting which deals with a complaint about a duty owed by the employer to the worker. So this would apply where the complaint is, for example, that the employer is not honoring the worker’s contract, or is in breach of legislation.
- The chosen companion may be a fellow worker a trade union representative or an official employed by a trade union. A trade union representative who is not an employed official must have been certified by their union as being competent to accompany a worker.
- To exercise the right to be accompanied a worker must first make a reasonable request. What is reasonable will depend on the circumstances of each individual case. However it would not normally be reasonable for workers to insist on being accompanied by a companion whose presence would prejudice the hearing nor would it be reasonable for a worker to ask to be accompanied by a companion from a remote geographical location if someone suitable and willing was available on site.
- The companion should be allowed to address the hearing to put and sum up the worker’s case, respond on behalf of the worker to any views expressed at the meeting and confer with the worker during the hearing. The companion does not however, have the right to answer questions on the workers behalf, address the
- hearing if the worker does not wish it or prevent the employer from explaining their case.
6. Conclusion
It can be said that Nestle is one of the best leading food manufacturing company in our Country. Moreover, the quality of this company’s product is world class.
We hope that this company will continue their business with lots of good food and bakeries. And also we are wishing that they will increase their branches all over the world. In addition, it can be observed that it creates a lot of employment facilities in our Country. For this reasons, we are proud of this company.
