Ashrita New

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Chandra Mauli Institute OfManagement Sciences And Technology

GORAKHPUR (U.P)

DECLARATION

I, ASHRITA AGRAWAL student ofM.B.A. 4th Semester (2010-11), hereby,

declare that the work on the given topic Analysis of grievance

redressal procedure in Punjab National Bank, Gorakhpur

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 require

management.


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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 resource need to be

understood in their proper perspective and utilized effectively to achieve the

organization goals

.

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 - 12 - 14

Profile of PNB - 15 -17

History - 18 - 20

Awards and achievement - 22 24

Banks facilities - 25- 36

PNB Debit cards - 37 45

PNB financial result - 46 -49

Human Resourse Management - 52 62

CHAPTER II

A BIRD EYE VIEW

Executive summary - 64

Introduction - 65

Grievance - 66 69

Grievance Redressal Procedure in PNB - 70


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Modal Grievance Redressal Procedure - 71 72

Procedure in India - 73

CHAPTER IIIFinding and interpretation of Data - 75 91

CHAPTER IV

Conclusion and suggestion - 93 - 95

CHAPTER V

ANNEXURE

Bibliography - 99

Questionnaire - 100 - 101

CHAPTER I


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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 anaverage 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 amongst the nationalized banks. The bank

enjoys strong fundamentals, large franchise value and good brand image.

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; bullion business; life and non- life insurance

business; Gold coins & asset management business, etc.

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


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a net profit of Rs 3905 crore. Bank has a strong capital base with capital

adequacy ratio of 1 4.16% as on Mar10 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 OF THE COMPANY-

THE BANK PNB was founded in the year 1895 at Lahore (presently in

Pakistan) as an off-shoot of the Swadeshi Movement. Among the inspired

founders were Sardar Dayal Singh Majithia, Lala HarKishen Lal, Lala

Lalchand, Shri Kali Prosanna Roy, Shri E.C. Jessawala, Shri Prabhu Dayal,

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


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years.

The Bank made steady progress right from its inception. It has shown

resilience to tide over many a crisis. It withstood the crisis in banking

industry of 1913 and the severe depression of the thirties.

It survived the most critical period in its history the Partition of

1947 when it was uprooted from its major area of 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 19th 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.

HERITAGE-


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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 biggest bank in the world by Bankers Almanac ,

London.

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 - Rs.3905 crore (26.45%)

Highest Operating Profit - Rs.7173 crore (26.1%)

Highest Business - Rs.4.36 lakh crore (19.6%)

Total Assets - Rs.2,96,633 crore (20.1%)

Largest Network - 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.


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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 RESOURSE MANAGEMENT IN

PNB

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 PLANNING-


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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


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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 Core Competencies

Change Critical Success Factors

Recruitment Open Courses

Teams Investors in People

Employee Participation Competent Senior People

Change & Opportunity

Personal Development

Plans

Development Centre Career Development

Business Simulations Performance Review

Appraisal Systems Corporate Leadership

Management

Development

Team Building

Competencies 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


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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. Complaints of corrupt practices against officers

2. Delay in decision making by officers.

3. 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.


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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


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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.


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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 ;


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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 analysisoftheir nature and pattern, the causes of employee dissatisfactioncannot 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


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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

managements 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 ;


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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 but

a worker committee .

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


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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 methods have been

adopted.

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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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 No. of Respondents Percentage

Yes 55 55%

No 45 45%

Total 100 100%

0

10

20

30

40

50

60

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 b) Work environment

c) Supervision d) Work group

d) Miscellaneous

Responses No. of Respondent Percentage

Economic 10 10%Work environment 20 20%Supervision 25 25%Work group 25 25%Miscellaneous 20 20%

Total 100 100%

0

5

10

15

20

25

Economic Supervision Misc

Economic

Work env

Supervision

Work group

Misc


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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.

4. Are you satisfied with the present grievance redressal procedure?

a) Yes b) No

0

10

20

30

40

50

60

70

Yes No

Yes

No


Yes 67 67%

No 33 33%

Total 100 100%


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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 b) Two month

c) More than two month


Within one month 100% 100%Two month 0% 0%More than two month 0% 0%

Total 100% 100%

0

20

40

60

80

100

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


Yes 70 70%

No 30 30%

Total 100 100%

0

10

20

30

40

50

60

70

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 b.) Sometime

c.) Never


Always 55 55%

Never 15 15%

Sometimes 30 30%

Total 100 100

0

10

20

30

40

50

60

Alw ays Never Sometimes

Always

Never

Sometime


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INFERENCE-

Form 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 b) Three stage

c) Four stage d) Five stage


Two stage

Three stage

Four stage

Five stageTotal 100 100%


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9. Do you have any officers in charge to handle grievance?

a) Yes b) No


Yes 90 90%

No 10 10%

Total 100 100%

010

20

30

40

50

60

70

80

90

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


Yes 85 85%

No 15 15%

Total 100 100%

0

10

20

30

40

50

60

70

80

90

Yes No

Yes

No


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INFERENCE-

The 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 ?


Yes 51 68%

No 24 32%

Total 75 100%


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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 GREVANCE

REDRESSAL PROCEDURE OF PNB ,


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

INFERENCE -


Yes 50 67%

No 25 33%

Total 75 100%


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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 NO. OF RESPONDENT PERCENTAGE

Yes 42 56%

No 33 44%

Total 75 100%

RESPONSE

INFERENCE:-


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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 No. of Respondents Percentage

Yes 57 76%

No 18 24%

Total 75 100%

RESPONSE

INFERENCE:-


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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 No . of Respondent Percentage

Yes 40 53%No 35 47%

Total 75 100%

INFERENCE-


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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 No. of respondent Percentage

Always 4 5%

Sometime 43 58%

Never 28 37%

Total 75 100%

INFERENCE-


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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,


Very good 54 72%

Good 20 27%

Bad 1 1%

Total 75 100%

INFERENCE-

Above 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


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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 NO. of Respondents

Percentage

Yes 35 47%

NO 40 53%

Total 75 100%

RESPONSE0%

0%

Yes

47%

NO

53%

INFERENCE-

Above 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


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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 No. of Respondents Percentage

Yes 49 65%

No 26 35%

Total 75 100%

INFERENCE-During 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


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

amendments.

14. GRIEVANCES ARE SETTLED PROMPTLY,


Yes 42 56%

No 33 44%

Total 75 100%

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 theprovision of the PNB SAMADHAN at your circle level also?

Responses No. of Respondents

Percentage

Yes 65 87%No 10 13%Total 75 100%

INFERENCE-

The 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


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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 Opportunity for self development

o Job security

o Prestige of the organization

o Nature of work

o Opportunity for promotion

o Redressal of grievances

1. Factors that lead to grievances among the employees

3. Initial reaction of employees to their grievance

4. 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.


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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.


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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


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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


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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
http://www.goggle.com/http://www.pnbindia.com/http://www.pnbint.com/http://www.wikipididea.com/http://www.goggle.com/http://www.pnbindia.com/http://www.pnbint.com/http://www.wikipididea.com/


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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 b) Work environment

c) Supervision d) Work group

d) Miscellaneous

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 b) Two month

c) More than 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


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c.) Never

7. What is the model of grievance?

a) Two stage b) Three stage

c) Four 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


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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


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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 : SIGNATURE:

PLACE


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