1.

1 INTRODUCTION

Grievance is defined as any dissatisfaction regarding work and workplace filed by employee
formally to his immediate supervisor. An organization establishes a grievance procedure to give
an avenue to the employee to file his or her dissatisfactions. The establishment of grievance
procedure is in line with the principle of “due process” which guarantees the application of
procedural justice and ethical decision making in an organization. Besides the establishment of
grievance procedure will resolve employees’ dissatisfaction fairly, behavior of personnel who
handle grievance also brings effect to the employee’s satisfaction on the result of grievance
resolution. Managers will handle grievances referred to them base on their personality reference.
Therefore, this research assumes that managers’ personalities have to be investigated to
determine its influence on manager’s style in handling grievances.

Management and trade unions try to provide benefits to the workers. But, still workers feel
dissatisfaction. Workers’ dissatisfactions are dealt through grievance procedure. Workers may
not discharge the duties as per their company requirements. Disciplinary procedure deals this
issue. Grievance is any dissatisfaction or feeling of injustice in connection – with one’s
employment situation that is brought to the notice of the management. It is any discontent or
dissatisfaction whether expressed or not, whether valid or not, arising out of anything connected
with the company which an employee thinks, believes or even feels to be unfair, unjust or
equitable. It is a type of discontent which must always be expressed. A grievance is usually
more formal in character than a complaint. It can be valid or ridiculous and must grow out of
something connected with company operations or policy. It must involve an interpretation or
application of the provisions of the labour contract.

The study contains identifying various grievances which arises in the company and what are
procedures carried in the company to resolve those grievance. For this study I have taken
Webmark Technologies Company in Hyderabad, where there is more number of employees. In
any company, employees will have grievance which may be related to work, personal, etc. So,
this study aims at identifying those grievances and procedures carried to resolve those
grievances.
1.5 OBJECTIVES OF THE STUDY:

1. To determine the industrial relation in the Webmark Technologies.

2. To determine the causes and degree of dispute in the Webmark Technologies.
3. To determine the machinery used to settle the dispute in Webmark Technologies.
4. To identify the areas of grievances in Webmark Technologies.
5. To determine the grievance handling procedure in the Webmark Technologies.
6. To identify the type of grievance in Webmark Technologies.

1.6 SCOPE OF THE STUDY

Industrial relations is an integral aspect of social relations arising out of employer-
employee interaction in modern industries which are regulated by the State in varying degrees, in
conjunction with organized social forces and influences by the existing institutions. So, the
employees should be provided with all facilities and should identify his or her talents to avoid
any grievance in the organization. The study about the grievance handling in Webmark
Technologies., examines its effectiveness. This project also helps to know the inequalities with
regard to employees and effective procedure to solve them.

1.8 NEED FOR A GRIEVANCE PROCEDURE:

Grievance procedure is necessary for any organization due to following reasons.

1. Most grievances seriously disturb the employees. This may affect their morale, productivity
and their willingness to cooperate with the organization. If an explosive situation develops, this
can be promptly attended to if a grievance handling procedure is already in existence.

2. It is not possible that all the complaints of the employees would be settled by first-time
supervisors, for these supervisors may not have had a proper training for the purpose, and they
may lack authority. Moreover, there may be personality conflicts and other causes as well.
3. It serves as a check on the arbitrary actions of the management because supervisors know that
employees are likely to see to it that their protest does reach the higher management.

4. It serves as an outlet for employee gripes, discontent and frustration. It acts like a pressure
valve on a 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 means of upward communication.

5. The management has complete authority to operate the business as it sees fit – subject, of
course, to its legal and moral obligations and the contracts it has entered into with its workers or
their representative trade union. But if the trade union or the employees do not like the way the
management functions, they can submit their grievance in accordance with the procedure laid
down for that purpose

Limitations of the study

 The time durations for interviewing were only short period and employees are called
while they are at work.
 Some respondents hesitated to answer to certain queries.
 The employees did not co-operate in order to give true picture.
 The questionnaire had to explain in the regional language.
 Research methodology

Data Collection:

After identifying and defining the research problem and determining specific information
required solving the problem, the next step is to look for the type and source of data that may
yield the desired results. There are mainly two types of data that a research can collect one is the
primary data and the other is the secondary data.

Primary data:

It forms the major part of the study. Responses obtained from the employees of various
designation and department in Webmark Technologies formed as the primary source of date.
Questionnaires were circulated among the employees so as to collect accurate data and result.

Secondary data:

The magazines, journals, operation rules and regulation, personnel manuals etc., provided
the researches with information on the topic.

Approach:

Primary data was collect through survey method. Some respondents were asked to fill the
questionnaire by themselves and the remaining respondents were interviewed personally. Since
the face-to-face interview was conducted to extract data from them.

Questionnaire design:

The questionnaire designed was based on a structured format and there were both open
ended and closed question, which was very clear to the respondents.
 Industry Profile
Overview on India's Software Industry

According to statistics, country's software exports reached total revenues of Rs 46100 crores.
The shares of total Indian exports form 4.9 per cent in 1997 to 20.4 percent in 2002-03. It is
expected that the industry will generate a total employment of around four millions peoples,
which accounts for 7 per cent of India's total GDP as in the year 2008.

The year 1995-96 was a boom for the industry. The performance of the industry over the years is
as follows:

(In terms of US $ millions)

Domestic software Market490670920125017002450

Software Exports 73410851750265040006300

Indian Software Industry 122417552670390057008750

India's Software Exports:

Software exports has major share in India's total exports. As of the year 2004-05,
both software and services revenue grew by 32 percent to $ 22 billions and $ 28.5 billions in
2005-06.

According to NASSCOM, India's domestic market, grew by 24 per cent. Presently Indian
companies have concentrated on only two largest IT service markets. They are USA and the UK.
Even Canada, Japan, Germany and France represent huge growth potential in the industry.

Why India?

 Rapidly Improving infrastructure

 Large Talent Pool Availability

 Infrastructure High Quality Educat ional

 Low Operaing Costs

 R&D Strengths
  Established Technology Clusters

 Government Incentive

Progress of IT Industry 
(In terms of US $ billion)

Year2003-042004-052005-06*IT software and service exports9.212.015.2ITE-BPO

exports3.65.27.3Domestic market3.94.86.0Total16.722.028.5

*Estimated
Source: Ministry of Communications and IT.

1995-1996 - 1224 million US Dollars

1996-1997 - 1755 million US Dollars
1997-1998 - 2670 million US Dollars
1998-1999 - 3900 million US Dollars
1999- 2000 - 5700 million US Dollars
2000-2001 - 8750 million US Dollars
According to the NASSCOM- McKinsey report on the IT industry of India, the
projected revenue of the IT industry of India for the year 2008 is 87 billion US Dollars. The
projected exports or the year 2008, accord to this report, is 50 billion US Dollars.

Some of the important aspects of the NASSCOM- McKinsey report related to the size of India's
IT industry are -

 There is potential of 3.2 million people being employed in the IT industry of India by the
end of 2012.
 Contribution of software and services to the total GDP of India will be more than 7.5%.
 FDI (Foreign Direct Investment) of 10.5 billion US Dollars expected in the IT industry
by the end of 2011.
 45% of total exports from India will be from IT exports.
 225 billion US Dollars worth of market capitalization from ITshares.

Softwares and services are exported to bout 195 companies from India. North America accounts
for 61% of the software exports from India.
 The projections about the size of India's IT industry present a very optimistic picture. The
industry is expected to grow to double its current size by the year 2012. India's IT industry is
expected to grow at an annual average rate of 18% in the next five years. The industry is also
expected to cross the 100 billion US Dollar mark by 2011. One of the major areas of growth for
the IT industry of India is by tapping the potential in the domestic market. The IT industry of
India is largely dependant on the export market. Penetrating more into the domestic market
would create further opportunities of growth for the IT industry.

Adoption of new liberal policies in India has given birth immense opportunities to its industries.
Success story of India's Software Industry is a step in the same direction.

The Software Industry, which is a main component of the Information technology, has brought

tremendous success for the emerging economy.

India's young aged manpower is the key behind this success story. Presently there are more than
500 software firms in the country.

Worldwide IT Spending to Grow 5.3 Percent in 2010

Unseasonably Strong Hardware Sales in First Quarter Sets Up 2010 for Solid IT Spending
Growth Worldwide IT spending is forecast to reach $3.4 trillion in 2010, a 5.3 percent increase
from IT spending of $3.2 trillion in 2009, according to Gartner, Inc. The IT industry will
continue to show steady growth with IT spending in 2011 projected to surpass $3.5 trillion, a 4.2
percent increase from 2010.

"Following strong fourth quarter sales, an unseasonably robust hardware supply chain in the first
quarter of 2010, combined with continued improvement in the global economy, sets up 2010 for
solid IT spending growth," said Richard Gordon, research vice president at Gartner. "However,
it's important to note that nearly 4 percentage points of this growth will be the result of a
projected decline in the value of the dollar relative to last year. IT spending in exchange-rate-
adjusted dollars will still grow 1.6 percent this year, after declining 1.4 percent in 2009."

Worldwide computing hardware spending is forecast to reach $353 billion in 2010, a 5.7 percent
increase from 2009 (see Table 1). Robust consumer spending on mobile PCs will drive hardware
spending in 2010. Enterprise hardware spending will grow again in 2010, but it will remain
below its 2008 level through 2014. Spending on storage will enjoy the fastest growth in terms of
enterprise spending as the volume of enterprise data that needs to be stored continues to increase.
Near-term spending on servers will be concentrated on lower-end servers; longer-term, server
spending will be curtailed by virtualization, consolidation and, potentially, cloud computing.

"Computing hardware suffered the steepest spending decline of the four major IT spending
category segments in 2009. However, it is now forecast to enjoy the joint strongest rebound in
2010," said George Shiffler, research director at Gartner. "Consumer PC spending will contribute
nearly 4 percentage points of hardware spending growth in 2010, powered by strong consumer
spending on mobile PCs. Additionally, professional PC spending will contribute just over 1
percentage point of spending growth in 2010 as organizations begin their migration to Windows
7 toward the end of the year."

Worldwide IT Spending Forecast (Billions of U.S. Dollars)

  2009 2009 2010 2010

Spendin Growth Spendin Growth

g (%) g (%)
Computing 333 -12.5 353 5.7
Hardware
Software 221 -2.1 232 5.1
IT Services 777 -4.0 821 5.7
Telecom 1,892 -3.4 1,988 5.1
All IT 3,223 -4.5 3,394 5.3

Worldwide software spending is expected to total $232 billion in 2010, a 5.1 percent increase
from last year. Gartner analysts said the impact of the recession on the software industry was
tempered and not as dramatic as other IT markets. In 2010, the majority of enterprise software
markets will see positive growth.

The infrastructure market, which includes all the software to build, run and manage an
enterprise, is the largest segment in terms of revenue and the fastest-growing through the 2014.
The hottest software segments through 2014 include virtualization, security, data integration/data
quality and business intelligence. The applications market, which includes personal productivity
and packaged enterprise applications, has some of the fastest-growth segments. Web
conferencing, team collaboration and enterprise content management are forecast to have double-
digit compound annual growth rates (CAGR), in the face of growing competition surrounding
social networking and content.

"Cost optimization, and the shifts in spending form mega suites to the automation of processes
will continue to benefit alternative software acquisition models as organizations will look for
ways to shift spending from capital expenditures to operating expenditures," said Joanne Correia,
managing vice president at Gartner. "Because of this, vendors offering software as a service
(SaaS), IT asset management, virtualization capabilities and that have a good open-source
strategy will continue to benefit. We also see mobile-device support or applications, as well as
cloud services driving new opportunities."
The worldwide IT services industry is forecast to have spending reach $821 billion in 2010, up
5.7 percent from 2009. The industry experienced some growth in reported outsourcing revenue at
the close of 2009, an encouraging sign for service providers, which Gartner analysts believe will
spread to consulting and system integration in 2010.

"We continue to see a long-term recession 'hangover' as a more-cautious mind-set continues as

the norm among a lot of buyers who keep looking for small, safe deals where cost take-out is a
key factor, said Kathryn Hale, research vice president at Gartner. "In the face of that ongoing
strong pressure to renegotiate contracts, and in the absence of equivalent pressure from
stockholders, we believe vendors will generally choose to maintain margins over revenue
growth."

Worldwide telecom spending is on pace to total close to $2 trillion in 2010, a 5.1 percent
increase from 2009. Between 2010 and 2014, the mobile device share of the telecom market is
expected to increase from 11 percent to 14 percent, while the service share drops from 80 percent
to 77 percent and the infrastructure share remains stable at 9 percent of the total market.

Worldwide enterprise network services spending is forecast to grow 2 percent in revenue in

2010, but Gartner analysts said this masks ongoing declines in Europe and many other mature
markets as well as an essentially flat North American market.

"Longer term, the global enterprise network services market is expected to grow modestly,
largely on the back of growth in Internet services, such as hosting," said Peter Kjeldsen, research
director at Gartner. "Ethernet services will also grow significantly, albeit at the expense of both
legacy services and multiprotocol label switching (MPLS)."

In India, the software boom started somewhere in the late 1990s. Most of the Indian software
companies at that moment offered only limited software services such as the banking and the
engineering software. The business software boom started with the emergence of Y2K problem,
when a large number of skilled personnel were required to fulfill the mammoth database-
correction demand in order to cope up with the advent of the new millennium

The profile of the Indian IT Services has been undergoing a change in the last few years, partly
as it moves up the value chain and partly as a response to the market dynamics. Ten years ago,
most US companies would not even consider outsourcing some of their IT projects to outside
vendors. Now, ten years later, a vast majority of US companies use the professional services of
Indian Software engineers in some manner, through large, medium or small companies or
through individuals recruited directly.

The market competition is forcing organizations to cut down on costs of products. The
professional IT services on the other hand are becoming increasingly expensive. The offshore
software development model is today where onsite professional services were ten years ago.
There is a high chance (almost a mathematical certainty), that in less than ten years, the vast
 majority of IT services (software development being just one of them) from developed countries,
will be, one, outsourced and two, outsourced to an offshore vendor.

Despite the global economic slowdown, the Indian IT software and services industry is
maintaining a steady pace of growth. Software development activity is not confined to a few
cities in India. Software development centers, such as Bangalore, Hyderabad, Mumbai, Pune,
Chennai, Calcutta, Delhi-Noida-Gurgaon, Vadodara, Bhubaneswar, Ahmedabad, Goa,
Chandigarh, Trivandrum are all developing quickly. All of these places have state-of-the-art
software facilities and the presence of a large number of overseas vendors. India’s most prized
resource is its readily available technical work force. India has the second largest English-
speaking scientific professionals in the world, second only to the U.S. It is estimated that India
has over 4 million technical workers, over 1,832 educational institutions and polytechnics, which
train more than 67,785 computer software professionals every year. The enormous base of
skilled manpower is a major draw for global customers. India provides IT services at one-tenth
the price. No wonder more and more companies are basing their operations in India.

 India's IT industry caters to both domestic and export markets. Exports contribute around
75% of the total revenue of the IT industry in India. The IT industry can be broadly divided into
four segments –

 
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The industry is in an expansion mode right now, with dozens of new offshore IT services
vendors emerging everyday, the industry has a high probability of being subjected to the 80:20
rule in not too distant a future. In perhaps another ten years, 80 percent of all outsourced offshore
development work will be done by 20 percent of all vendors, a small number of high quality,
trusted vendors. Only a few select countries and only the most professional companies in those
countries, will emerge as winners. India will definitely be the country of choice for offshore
software development. We have the potential to become and remain the country of choice for all
software developments and IT enabled services, second only to the USA. The third choice could
be far distant.

India is among the three countries that have built supercomputers on their own. The other two
are USA and Japan. India is among six countries that launch satellites and do so even for
Germany and Belgium. India's INSAT is among the world's largest domestic satellite
communication systems. India has the third largest telecommunications network among the
emerging economies, and it is among the top ten networks of the world.
To become a global leader in the IT industry and retain that position, we need to constantly keep
moving up the value chain, focusing on finished products and solutions, rather than purely on
skill sets and resumes. We need to be able to package our services as products, rather than
offering them as raw material. We need to be able to recognize and build up on our strengths and
work on our weaknesses.

The IT industry has emerged as one of the most important industries in the Indian economy
contributing significantly to the growth of the economy.

The IT industry of India got a major boost from the liberalization of the Indian economy. India's
software exports have grown at an annual average rate of more than 50% since 1991. The
structure of the IT industry is quite different from other industries in the Indian economy. The IT
industry of India is hugely dependant on skilled manpower. Primarily a knowledge based
industry, the IT industry of India has reordered significant success due to the huge availability of
skilled personnel in India.

The industry structure in the IT sector has four major categories. These are - 

 IT services
 IT enabled services
 Software products
 Hardware
 IT services

IT services

IT services constitute a major part of the IT industry of India. IT services include client, server
and web based services. Opportunities in the IT services sector exist in the areas of consulting
services, management services, internet services and application maintenance. The major users
of IT services are

 Government
 Banking
 Financial services
 Retail and distribution
 Manufacturing

The services which make extensive use of information andtelecommunication technologies

are categorized as IT enabled services. The IT enabled services is the most important contributor
to the growth of the IT industry of India. Some of the important services covered by the
ITES sectorin India are -
 Customer-interaction services including call-centers
 Back-office services
 Revenue accounting
 Data entry and data conversion
 HR services
 Transcription and translation services
 Content development and animation
 Remote education,
 Data search
 GIS
 Market research
 Network consultancy

Software products

Software products are among the most highly exported products from India. The software
industry in India originated in the 1970s and grew at a significant pace in the last ten years.
Between 1996-1997 and 2002-2003, the Indian software industry grew more than five times
from 2630 crores to 13200 crores. During the same period software and service exports from
India grew by almost twelve times.

Hardware

The hardware sector of the It industry focuses on the manufacturing and assembling of computer
hardware. The consumption of computer hardware is high in the domestic market. Due to the rise
in the number of ITcompanies, sales of desktops, laptops, servers, routers, etc have been on the
rise in recent years. Many domestic and multi-national; companies have invested in the computer
hardware market in India. 

Another categorization in the structure of India's IT industry is related to the market. There are
two major market classifications - the domestic market and the export market. The export
market, dominates the IT industry accounting for 75% of the revenue. 

Challenges before Indian IT Industry

At present there are a number of challenges that are facing the information technology industry
of India. One of the major challenges for the Indian information technology industry was to keep
maintaining its excellent performance standards.

The experts are however of the opinion that there are certain things that need to be done
in order to make sure that India can maintain its status as one of the leading information
technology destinations of the world. The first step that needs to be taken is to create an
environment for innovation that could be carried for a long time.

The innovation needs to be done in three areas that are connected to the information
technology industry of India such as business models, ecosystems and knowledge. The
information technology sector of India also has to spread the range of its activities and also look
at the opportunities in other countries

. The improvement however, also needs to be qualitative rather than just being
quantitative. The skill level of the information technology professionals is one area that needs
improvement and presents a considerable amount of challenge before the Indian information
technology industry.

The Indian information technology industry also needs to co-ordinate with the academic
circles as well as other industries in India for better performance and improved productivity. The
experts are of the opinion that the business process outsourcing service providers in India need to
change their operations to a way that is more oriented to the knowledge process outsourcing. One
of the most important crises facing the Indian information technology industry concerns the
human resources aspect. The problems with outsourcing in countries like the United States of
America are posing problems for the Indian information technology industry as well.

In the recent times a bill has been passed in the state of New Jersey that allows only the citizens
or legal non-Americans to be given contracts. This legislation has also affected some other states
like Missouri, Connecticut, Wisconsin and Maryland. These states are also supposed to be
considering these laws and their implementation. This is supposed to have an adverse effect on
the outsourcing that is the source upon which the information technology industry of India
thrives. The information technology professionals who aim at working in the country are also
likely to be hindered by the legislation as a significant amount of these professionals have been
going to work in the USA for a long time
The size of India's IT industry has grown significantly over the years. The size of this sunshine
industry of India grew from 150 million US Dollars to 50 billion US Dollars between 1990-1991
and 2006-2007. The growth of the IT industry has been very high in the last few years. The size
of the Information Technology industry of India was 5.7 billion US Dollars in 1999-2000. After
the turn of the century the industry experienced exponential growth to reach the 50 billion mark
by 2006-2007.  
 Company Profile
About Webmark Technologies

A Global Consulting Firm We offer industry-specific solutions and integration services through a
unique onsite, offsite, offshore delivery model that helps our clients achieve reduced "time to
market" their products and world-class quality on-time in budget. Since 2004, Webmark
Technologies has gained its reputation by delivering quality services through delivering time
critical solutions and continuously evolving through innovative delivery methods. We have a
dedicated team of high-quality professionals who constantly work with diverse industrial players
of varied sectors like biometrics, education, banking, media monitoring, retail, shipping &
logistics etc.

We strive to build up innovative solutions for our patrons through advance technologies and
enable them to compete successfully into their technical domains. Transparency & visibility in
communication being our core policies where our clients always have the ownership in scrutiny
of project status each time they work with us. Our back-up resource management gains its
strength from the presence of 25 IT colleges in our vicinity and through our in-house domain
training centres

With constant innovation, we have made our physical presence in India, USA & Europe. Our
services are not merely restricted to the big organizations but we cater solutions to small and
medium scale enterprises too.

An ISO 9001:2008 certified conglomerate and Gold Certified Partner with Microsoft, we are also
a member of honoured organizations like National Association of Software and Services
Companies (NASSCOM), The Indus Entrepreneurs (TIE), Electronics & Computer Software
Export Promotion council (ESC INDIA) and Software Technology Parks of India (STPI), which
in turn provides reliability & assurance not only to our existing but prospective clients also.

We dedicate ourselves to the provision of the premier quality Java, J2SE, J2EE and J2ME
development services. We levitate our enormous know-how in developing Java and its other
counterpart systems as mentioned above to convey premium systems apposite to our client's
business requirements. Over the time we have erected up a depository of information and
competence, which we bring to bear on all our assignments.
Board of Advisors

President & CEO

A visionary and a strategist, Akhilesh Conceived & Designed Webmark Technologies in 2004,
now leading and steering the team, built this organization delivering solutions globally. He has
helped position the company by spearheading business strategies and strengthening global
delivery and customer support centers in USA and Europe. Akhilesh firmly believes

that by collaborating, the team can exponentially increase throughput. With this in mind the
organization's philosophy is always to act as an augmentation of the client's teams and
supporting them to compete more effectively in the global business arena. Akhilesh is a Certified
Project Manager from PMI UK and a Masters in Computer Applications.

Our Strengths

If there is something constant in this cosmos, it is CHANGE. Webmark Technologies challenges

that change. Moving ahead of the curve, we convey exceedingly qualitative, timely delivered &
cost effective offshore software development services to our clients.

Our global software outsourcing model makes sure we deliver utmost targeted result to YOU.
Adhering to strict deadlines our proficient team players act just like an extension to our clients'
software team.

Webmark Technologies has materialized as a top provider of multi-faceted KPO solutions to

organizations across the globe. We cater innovation without burning a hole in your pocket.
Managing transition process and delivering the customized solutions at the apt time, is what
Webmark Technologies is known for. Right from developing software to its testing and
implementation, web development and integration, multimedia development, we endeavor in
fetching value and contentment for you. Web based project management; transparent policies
trailed by visible communication are among the many traits which make our clients keep coming
back to us.

Demonstrating sheer hard work that reflects in the goodwill etched out, our proliferated clientele
is a proof of the say.

Webmark Technologies confidently believes in

Together We Can

Together We Will

Together We Make A Difference

That's The Power Of Three, Webmark Technologies

Corporate Social Responsibility

With a vision to harness technology to its best, Webmark Technologies has not narrowed itself to
maturating in the IT sector alone. As years have ticked by, we have sighted a lucid thoroughfare
to capture our idea of taking on our success to yet another level. Spreading our visualization to
other fragments of society who struggle for their fundamental requirements is where A3Logcis’
extended assistance steps in.

Children in poverty make up thirty-nine percent of the population, and most of these children do
not receive a good education due to the paucity of money & other resources. Because of which
their parents cannot afford to even dream of sending their wards to school. As a result of which,
many children doom in the darkness of illiteracy. Education is considered to be the elementary
right of every child. In order to illuminate dimmed smiles and motivate the ignited minds,
Webmark Technologies has stepped ahead of the usual. We have adopted an entire school in
Rajasthan under the “FOOD FOR EDUCATION” Initiative.

With school strength of 150, we have taken up the total responsibility of feeding, educating and
helping them progress in life. We aim at drawing out the feeling of being under-privileged that is
instilled in these children. With efforts that understand the gravity of the present scenario,
Webmark Technologies is and will always strive to let each child be blessed with the fruit of
education. In nexus to this attempt we also lend a hand in providing essential technology in form
of equipments such as computers that aid in fostering the education of the children. For this, we
have associated ourselves with "SMILE" the society that works for mobilizing and improving the
life experiences of underprivileged children and women. We make available the very best of
Webmark Technologies in nurturing these young inquisitive minds which can be answered
through computers. Allowing access to this wonder machine we have donated workstations and
are on a look out to cement the very foundation of these children by doing more and more in the
times to come.

Java

We dedicate ourselves to the provision of the premier quality Java, J2SE, J2EE and J2ME
development services. We levitate our enormous know-how in developing Java and its other
counterpart systems as mentioned above to convey premium systems apposite to our client's
business requirements. Over the time we have erected up a depository of information and
competence, which we bring to bear on all our assignments.

This implies when we develop, or consult on a project for a client, we deliver proficiency each
time. We have been involved in everything from start-ups to outsized companies and have
worked on projects of all categories, across continents. In short, we have a mammoth quantity of
knowledge and know-how that we display on the dais for our clients.

Applications developed on the Java platform tag along, their own set of pros. Java applications
can be downloadable programs that stay sheltered and guarantee effortlessness in distribution.
Java programming language facilitates, features such as packaging, interfacing and threading,
thereby ensuing in the delivery of applications that have the potential to tremendously secure in
their orientation. Webmark Technologies puts its best foot forward in java application
development. By deploying innate Java based features we make sure of a greater deliverance
standard for application development using Java.

Standard Editation (J2SE)

J2SE tenders a milieu for Core Java and Desktop Java applications development. In nexus to this
it also proffers the base for Java 2 Platform, Enterprise Edition (J2EE) and Java Web Services
technologies

The Java2 Platform, Standard Edition (J2SE) consists of the key building blocks for lettering
urbane solutions using the Java language. J2SE provides an all inclusive, firm, and secure basis
for edificing and deploying network-centric enterprise applications that run on systems ranging
from desktop PCs to workgroup servers. They convey what you need to Web-enable your
enterprise: easier Web development and deployment, enterprise interoperability, security
advancements, sooner performance, and much more.

J2SE seizes the strain off by constructing communally integrated systems using the hardware and
software platform. It also abridges the process of wiring programs into most relational database
systems and integrating SQL access into object-oriented Java language systems, as well. The
J2SE solution that we have on offer is a feature-complete, API-rich development platform, with
everything you need to make your business noticed on the web. For focused markets, it can be
extended via Java optional packages.

Standard Editation (J2EE)

Java 2 Platform, Enterprise Edition, is a Java platform used for expansion and running
distributed n-tier architecture applications that are normally cushioned on modular mechanism
operating on an application server. Java 2EE encompasses copious API specifications. It
facilitates in the development of an enterprise application that can drift amongst platforms, and is
greatly scalable while slotting in several technologies.
With the aid of Java 2 Platform, Enterprise Edition (J2EE) we make feasible solutions for
developing, deploying, and supervising multi-tier server-centric applications. Building on J2EE
platform appends the potential that is basic to offer an all inclusive, steady, protected, and speedy
Java platform to the enterprise level. It nails value by appreciably dipping the cost and intricacy
of developing and deploying multi-tier solutions. Hence, results in services that can be quickly
set out and effortlessly enhanced.

If you wish to fabricate or develop component-based N-tier enterprise applications, then propose
it to us. As, we are the ones who are on the lookout to make this proposal worthwhile, for you.
We advocate that you use J2EE platform as you cannot close your eyes to its advantages
mentioned underneath:-

Total Web services support

Quicker solution delivery point to market by consumption of open-source components

Autonomy of choice by circumventing single-source for enterprise software needs

Simplified connectivity

Microsoft .Net Technology

Microsoft .NET is a technology which merges efficiently the information, users, program
systems and hardware. .NET can unite numeral of technologies that are providing companies the
likelihood to acquire and utilize the imperative information at the requisite moment and place.
.NET technology tenders many benefits. It lends a hand to the software development team to
fashion powerful high quality but easy to use information systems. In view of the fact that it is
platform independent

.NET permits businesses to speedily amalgamate their existing systems, information and devices,
thus assisting in alliances and effective communication.ys,

We proudly flaunt our practiced .NET developers who are always on a look out to implement
any requirements into steadfast and scalable high-end applications using .NET Forms. .NET key
benefits are enumerated as under:-

Integrated toolset

Easy programming model and

Language conformity

Taut integration with Windows OS fetches extra values for our clientele. .Net is a cutting edge
web development technology that helps fabricate supple, intricate and technologically advanced
web applications. Webmark Technologies is the best alternative for clients who are on a look out
for high quality .Net applications. Our web developers have attained substantial experience in
developing .NET applications that is directly reflected in their proficiently executed assignments.

.Net Migration Solutions

Necessitation for technology migration of applications or databases in enterprises crops up from

amendments in business hassles or technology challenges either to perk up operational
competence or to cope up with the risk. Several enterprises are straddled with the challenge of
making certain, that investments in legacy systems do not get locked in proprietary and outdated
technologies while drifting to newer systems. While alternatives such as rewriting or buying
latest products subsist, migration leverages the

business model and the features of the application that can be done in a prudent manner

Following are the major issues that leads to various apprehensions like:-

Scalability concerns

Multifarious IT architecture

Archaic technology

Complicatedness in upgrading for new users etc.

This entire combination of rationalities underline dictates the migration to superior solutions. We
personify ourselves as your outsourcing partner for migrating applications from an aged
technology to Microsoft.Net Platform or a Microsoft solution. Webmark Technologies take
immense pride in demonstrating its skills through its seasoned team of engineers and certified
technicians. With a massive experience rolled up on our sleeve we proffer roadmaps and
strategies to voyage from existing systems to newer ones at easy on pocket prices. Our .NET
application migration services take account of:

Evaluation of your progress system that can aid in deciding whether to stay, build or buy new-
fangled solutions.

Choice of the target milieu and scheduling the migration.

Microsoft .Net Framework 2.0 / 1.1, Visual Studio.Net 2005

Implementation and support services

Webmark Technologies .NET migration programs incorporate the underneath:-

Migrating databases

Data servers
Applications in the identical or diverse platforms

Dynamics CRM

The contemporary myth around a Customer Relationship Management (CRM) solution

deployment is, If you fabricate it, CRM users will approach. The veracity, however, is that end
users have numerous ways to inertly or actively defy CRM systems they do not like. That is one
of the many reasons why Webmark Technologies has productively deployed myriad Microsoft
Dynamics CRM projects for our clients. Its mechanism is exactly the way your populace does
with a proverbial interface and intuitive tools to proficiently get the job done

Our CRM helps companies put together and administer their customer database by means of
Microsoft Dynamics CRM software. Microsoft Dynamics CRM is a comprehensible, supple and
integrated solution that prolifies sales hit and makes available finer customer service. Our
specialists envelop complete array of skill sets crucial for a flourishing Microsoft Dynamics
CRM implementation. CRM deployment allows you to deliberate the paramount wants of your
customer, get acquainted with their experience with your products alongside perk up your sales
force productively.

If you call for a CRM solution from Webmark Technologies we know that you have hit the exact
topographic point. Having brilliant know-how in Microsoft CRM, we propose functionality and
ease of use that is far superior to what others could tender. Of those desirous of generating and
upholding their customer records from the foremost spot of contact to procurement and post-
sales, then Microsoft Dynamics CRM is the solution that you can bank on. We proffer our value
elevating proficiency in Microsoft CRM 3.0 software solutions so that you can empower your
sales personnel to allow admittance and update in real time the most up-to-date customer status
and recent sales quotes.

By inculcating your business with Microsofts CRM, you step on to the number one situate of the
podium. This turns out primarily due to CRM, that not only astounds your customers and keep
your sales crew well clued-up but also bestows you with the competitive periphery that
distinguishes your existence. All in all you decipher your customers better than anyone else

Oracle

Technology progresses, Markets spread out, and Commerce advances.

Yes we are talking about the Oracle Technology. We put into practice production strength
backup & recuperation processes. Alongside upgrade to and from all versions of Oracle,
troubleshoot issues and advocate/employ the accurate solutions for organizations across all
market sectors. Our client base embraces companies from the entire globe

With proficiency and knowledge wrapping the entire Oracle product range, we make sure that
our clients uphold a robust architecture to convey most advantageous performance, maximum
uptime and security to their business.

Since Oracle is a dominant gizmo for executing enterprise solutions it is often found crucial for
organic growth. This is so because we rarely use Oracle solutions for undersized and middling
magnitude businesses.

Following are the victorious vicinities that we have spread our expertise to:-

Internet services

Publishing

Telecommunications

Asset management

Workflow automation

Job tracking and billing

Channeling Oracle Application server to its pinnacle brilliance, we have created three-tier
architecture applications also. Our technical competence encompasses the underneath:-

Oracle Databases: 9i, oracle 10g and 11g

Oracle Enterprise Manager to administer production databases

Toad to develop applications

SQL loader to load applications

Oracle Real Application Cluster

Oracle Data Sentinel

Oracle Application Server 10g

My SQL

Guarantees Database Class, Performance, and Accessibility

The MySQL database server is the world's most admired open source database. Its architecture
formulates it, as a tremendously prompt and effortless database to customize. Extensive reclaim
of code within the software and a minimalistic approach to generating functionally-rich features
has resulted in a database management system unparalleled in speed, solidity, steadiness and
ease of deployment.

The inimitable separation of the core server from the storage engine makes it feasible to dart with
strict transaction control or with ultra-fast transaction less disk access, whichever is most
apposite for the situation

With Webmark Technologies, you can streamline the manual, time-intensive errands linked with
MySQL design, development, admin, presentation and availability. As a vital part of our
application and services management key, we offer MySQL with precise competence for:

Database management

Performance and Accessibility management

Business services management

End user management

Modify, configuration and liberate management

These capabilities enable IT to surpass service levels and optimize support processes.

We build up standardized versions of the open-source MySQL database. It makes capital by

promoting service agreements that envelop upgrades, technical support and preservation of those
programs. Developers have embraced MySQL because its code is available in open source that
can be downloaded, viewed and changed effortlessly. That makes it relatively easy to inscribe
programs that labor with the database.

Services - Application Development

Owing to the dynamic technology environment, your business always faces the constant threat of
going out of the lead. A mild alteration in the customer preferences can cause your current
applications incompatible for the business challenges you face. Then you surely call for a partner
who can guarantee success with an approach that gives you the unique balance of cost, speed,
and quality. Webmark Technologies is the answer to it. We have a distinct & established
application development process which embraces the entire
Software development life cycle. This initiates right from business case analysis to warranty
support of other application

We belong to the favored category of application development outsourcing vendors. Delivering

substantial paybacks to our global customers has been our utmost objective. Custom application
development is Webmark Technologies’s forte. Our team of proficient IT professionals engage
themselves in understanding the in & out of your business objectives. They examine your recent
and upcoming needs in nexus with the market and work in close alliance to engineer the most
apposite application that suits your business.

Webmark Technologies offers an extensive range of IT development solutions namely:-

Rejuvenating existing or old applications

Develops fresh & innovative applications for a new set-up

Client-Server Application Development

Customized Web based applications

Distributed Application Development etc.

When making use of our IT development solutions, you are sure to enjoy the benefits that accrue
with there deployment. They can chiefly be elaborated as under :-

Abridged defects

Reduced turn around time

Leveraging the existing finest practices and artifact templates

A global delivery model that is flexible for application development

Rapid team ramp-up and ramp-down as per project needs

Services - KOP Services

KPO is emerging as a new-fangled sector in the present times. With its proliferated presence in
the market, we have extended our KPO services in the domain of data research, development and
analytics. Through our KPO services we strive to

Handle your hardware proficiently

Facilitate in comprehending your market

Shriveled design time

Series of gains to help you make well versed decision

Currently we deliver in the related areas such as data research, analytics and development.

It is explained as under:- Data Research & Analytics

1. Strategic Market Research Following services can be positioned under this head:- Insights
into case studies & their reviews along with marketing intelligence that helps in evaluating the
market scenario. SWOT Analysis followed by trailing & benchmarking the competitor.

2. Business Information Services Client needs are attended to, by our BIS professionals. These
services chiefly are; profile for pitch books, news runs/tracking, ownership/insider holdings,
fundamental data such as price-volume charts or graphs, IBES forward estimates, CUSIP
identification, ratings, management bios, product overviews and Securities and Exchange
Commission filings.

Data Development Services

Database Publishing

Bespoke Documents, templates are generated competently & speedily with the assistance of
computers, by putting this service into practice.

Data Enhancement Making Use of the services of veteran professionals the client is enriched
with the information on the following; sales and marketing, planning, strategy, and other
functions.
With the proper categorization of internal data its usefulness is increased manifold for the client.
This refined data is integrated into the client's current databases or management information
systems.

Services - Data Center Management

Furtherance of development calls for intricate IT infrastructure. Lot of time is deployed into
ensuring that your IT is in competent succession by you. To add to this, there are loads of other
concerns piled up. Like energy costs, server utilization, limited physical space & IT staff and
numerous vendors. This makes it the apt time for Webmark Technologies to step in & help you
out in simplifying your IT infrastructure. With uncertainties enveloping the market your IT
system is prone to abrupt breakdowns. As a result of which an expert hand is essentially
required.

Our data centers are spread globally at various places like United States, United Kingdom,
France, Germany, Netherlands, Czech Republic, India and across 8000 locations in 125 different
countries.

Our world class datacenters are enabled with the following capabilities:

The following cannot be left unmentioned when it comes to our Data centre Management
services:-

1. Continuous system integration and improvement

We do not merely take your systems and maintain them. We work with you to revamp your
system to condense your total cost of ownership. We also apply the preeminent practices and
insights that we have and continue to gain and apply those best practices to perk up your
systems, resulting in further dipping your total cost of ownership.

2. Proactive monitoring and preemptive maintenance

Several hosting companies provide monitoring services and support. They notify you if a
problem transpire and then your IT team has to act on that information. We are different! We
proactively monitor your systems and if we notice any predicament, we actually fix it so that
your systems can continue to run smoothly. We also believe in preemptive maintenance. E.g. We
do not wait till the disk fails we fix it at the first sign of snag.

Precisely, we are a combination of system integrator, hosting provider and systems operator. As
such, we are involved in the design phase, build phase and operation phase of the Data Center for
your mission critical applications. Since we are the ones accountable for operations, we make
sure that the design and build are done properly unlike a systems integrator who would design a
system, but will not be present if, a problem occurs in the other two phases. Whereas, we are
there with you in the other two phases as well.
Services - Database Management

The heart of every information system is the Database. They continuously collect & deliver vital
information that ropes in business intelligence, collaboration, customer service and decision
making all through an enterprise. But businesses today are exposed to numerous challenges. The
constant change that is innate in composite environments, along with delivering tangible value
from their database investments, are among the numerous challenges faced by organizations. We
empower our clients by

providing width and profundity of technical know-how required to congregate these challenges
posed by dynamic IT settings. Database management is a part of a bigger set of IT management
solutions across many disciplines. Hence it cannot subsist in isolation. Webmark Technologies
has designed and developed diverse management solutions that can automate database
management with intelligent monitoring and proactive management. This results in better-quality
application competence and database control.

We offer an all-inclusive range of database administration services. The entire range includes the
following database products such as Oracle, MS-SQL, and MS Access. The services rendered
cover database administration, implementation, optimization, support and maintenance and
disaster recovery of business-critical databases. We are equally proficient in delivering additional
database services. They are database reverse engineering, data migration, data warehousing,
database replication, and data modeling. Webmark Technologies database experts generate a
supple database environment that is all geared up to mature with your needs.

Our Database Management Services comprise of the following :-

Installing, Configuring Upgrading database software across diverse platforms

Assisting application development by means of high end PL/SQL programs

Manual and computerized Database Monitoring of production milieu through industry standard
tools

Delineating and executing backup and recuperation tactics for 24*7 dynamic production
databases

Performance tuning & diagnosis focused at diverse stratums i.e. database Server, database
schema & SQL level

Scheming extremely scalable data models for applications that can furnish high volume of data
& toting up of new features

Defining & accomplishing database architecture for new-fangled and on hand applications that
can convey utmost performance, elevated scalability and availability
Integrated Data Migration stratagems and their execution during application upgrade OR across
different database versions OR softwares

Crafting data warehouse models and integrated ETL techniques with industry standard licensed
and open source tools

Business Intelligence elucidation for intricate reporting requirements using OLAP and data
warehouse

Production Support during grave hours at various stages from a database server correlated issues
to a manual data fixes on application table

Services - Integration Services

Webmark Technologies has devised such Integration Solutions that facilitate the concerns to
accomplish integration maturity for integrations sandwiched between enterprise applications,
partners (customers, suppliers, logistics, marketplaces etc) and people (employees, business users
etc). We have the following Integration solutions to offer, namely

Enterprise Service Bus (ESB)

Business to Business (B2B)

Business Process Integration (BPI)

Workflows Composite Applications

Service Oriented Integration Webmark Technologies also provide Data Integration solutions,
which transversely extends into ETL, Platform integrations, CDC / Real-time / Near-real time
data integration, Unstructured Data Handling, Enterprise Information Integration. Apart from the
above, we offer a gamut of Integration services to address diverse needs of the organizations.

Where the organizations have integrations that are custom built and ad-hoc, Webmark
Technologies tenders Need Assessment Integration Health-Check and Product Evaluation
offerings.

Organizations with multiple Integration products exist and who aspire to fuse & develop single
product or choose a new product to take care of all sorts of integration needs, Webmark
Technologies proposes services such as ‘Pilot Execution and Migration roadmap.

We have an Integration Competency Center (ICC) service for organizations in order to provide a
variety of Integration related services for their business divisions.

We also make available end-to-end B2B services including map analysis, mapping specifications
creation, map conversion, map creation, trading partners on-boarding, package implementation
and 24x7 support.
The present times witness a dynamic business scenario, typified by active markets, mergers &
acquisitions coupled with severe competition. In order to uphold control, enterprises need to
build up a finer aptitude to sense and respond speedily and smartly to market alterations.

Few such challenges that can be listed are as:-

Business processes span IT applications

Incongruent applications need to share data

Cohesive view of data preferred

Application processes need to inter-operate

The sure shot way to gun down these challenges is to avail the Integration Services of Webmark
Technologies.

Industry - Banking & Finance

To achieve elevated performance, the banks have to be in tune with the present global banking
scenario. In the recent past the banking industry has witnessed influential change in all probable
forms and functions right from meltdowns to mergers. Today, banks are reassessing their current
strategies, re-evaluating the business models and reinvesting in building competencies in systems
and processes. While internal challenges are behemoth, the external world is surging up with a
new face as well.

New-fangled regulations, taut compliance, closer watch and high intervention by government
bodies are forcing the banks to be agile, yet robust

With international competence we assist our clients in harnessing a pool of services, like
consulting, technology and outsourcing services complemented by deep financial services
industry expertise. Webmark Technologies helps achieve competitive lead by propelling high
performance. We comprehend and value the change and have proactively invested in generating
solutions that help banks create fresh business opportunities, strike the existing ones more
resourcefully and deal with the new challenges on the horizon.

Our technology expertise whether in IT or IT-enabled services, has demonstrated its worth in all
the tasks taken up by us. Webmark Technologies team of practiced professionals is poised to
make the distinction through its business technology contributions in the varied segments of
banking across geographies.

Industry - E-Larning
There is a steady evolution of technology in the High Tech industry that necessitates recurring,
trouble free accessibility, and dependable web-enabled knowledge up gradation and education.
E- Learning wraps all forms of improved learning through technology. IT aids in bridging
countless gaps that include catering distance education to those who face geographical
blockades. The capability to leverage implicit information as an asset to increase employee
productivity and ultimately, business performance can endow with a crucial edge to players in
this fiercely aggressive industry.

We have an all geared up, availability of domain experts to provide customized e-learning
solutions to help customers enhance their workforce performance and amplify their customers
delight.

With the assistance of our IT professionals who have drawn customized e-learning, we are able
to deliver solutions that go well with your target audience. These solutions are much better than
anticipated. We have consistently handled assignments that required upgrades to diverse client
learning management systems and hence launched e-learning courses on finest systems.

We offer the following in the E-Learning services:

Evaluating the needs through consulting, along with advocating those solution designs that
suffice customer needs.

Structuring end-to-solutions that bring into play multiple modalities to facilitate learners to
successfully retain information.

Examining, scheming, and developing media-rich, interactive, easily searchable custom content.

Edificing content for varied modes of instruction such as classroom, online, blended,
synchronous, and asynchronous.

Webmark Technologies is committed to provide trustworthy advice to customers in strategizing

their learning programs and synchronizing them to their business needs.

Industry – ERP

ERP the acronym for Enterprise Resource Planning is a colossal software architecture that ropes
in the streaming and allocation of geographically strewn enterprises. The extensive information
is put athwart all the serviceable divisions of a business house. Enterprise Resource Planning is
the unification of chiefly three mechanisms; Business Management Practices, Information
Technology and Specific Business Objectives. It proffers an all-inclusive synopsis of the entire
business implementation to personnel, which actually persuades their verdict in a productive
way.
As the name suggests, ERP should necessarily endow the business with an extensive collection
of functionalities sustained by features like :-

Suppleness

Modularity

Openness

Pervasive

Premium business procedures

Global focus

ERP software architecture in the present times can probably encircle an expansive array of
enterprise wide functions and amalgamate them into a single database repository. ERP at
Webmark Technologies rears one of the finest Quality enterprise applications and technology,
and supplies services in process modeling, application evaluation and selection, development /
implementation and support. We are able to influence exceedingly practiced resources that are
transversely linked with industries and applications. Not only that, we can speedily convey
smart and ground-breaking enterprise solutions.

ERP offerings that are success laced for any business who wish to endeavor big are:-

1. Pre-implementation Services

The key to any great business is, in recognizing its objectives. To foster ERP, its execution,
administration and indulgence in business goals is vital. Webmark Technologies’s proficient
team assists the client in spotting and delineating business objectives throughout the ERP
execution. We also aid in designing the System Landscape, which embraces sizing the hardware
and network, and provide various preferences for alike.

2. Implementation Services

While implementing, our steadfast team works intimately with the client to build up quantifiable
business cases. All this is done to make sure that accurate deliverables and goals are designed
and pulled off through implementation. ERP solutions prepared by us minister you to success.
We tag along a cogent methodology for accomplishment of ERP packages. The methodology is
well thought-out around the subsequent stages.

3. Post-Implementation Services

Once the ERP system has been put into practice, we supply numerous models of helpdesk
support: offsite, remote, onsite or hybrid. Apposite service level prospects are positioned and
documented in the form of a Service Level Agreement (SLA) for the matching attempt.
 Review of Literature

There is hardly a company or an industrial concern which functions absolutely smoothly

at all times. In some, the employees have complaints against their employee: while in others it is
the employees who have a grievance against their employees. These grievance may be real or
imaginary, valid or invalid, genuine or false. Broadly speaking a complaint affecting one or more
workers constitutes a grievance. The complaint may be related to the quantum of wages, the
mode of payment, payment for overtime work , leave. Interpretation, of service agreements,
working conditions, promotions, seniority, transfers, work assignments, dismissal or discharge,
or a complaint against a foreman, against the quality of the plant or the parts used in it,
machinery: or the food available in the canteen.

“where the points disputes are of a general applicability or are of a considerable

magnitude, they fall outside the scope of this procedure, i.e : the grievance handling procedure”.

Definitions:

Beach as defined a grievance as “ any dissatisfaction or feeling of injustice in connection

which one’s employment situation that is brought to the notice of the management”.

Flippo says “it is a type of discontent which must always be expressed. A Grievance is
usually more formal in character than a complaint. It can be valid or ridiculous, and must grow
out of something connected company operation or policy. It must involve as interpretation or
application of the provision of the labour contract.

In the opinion of the national commission on labour, “ complaints affecting one or more
individual workers in respect of wage payments , overtime, leave, transfer, promotion, seniority,
work assignments and discharges constitute Grievance.

Meaning :
 According to Michael J. Jucius, the term Grievances means any discontent or
dissatisfaction, whether expressed or not and whether valid or not, arising out of anything
connected with the company thinks, believes or even feels is unfair, unjust or inequitable.

Causes or Sources Of Grievances:

From a practical point of view, it is probably easier to list those items that don’t
precipitate Grievance than to list the ones that do just above any factor involving wages, hours
or conditions of employment has and can be used as the basis of Grievance.

An employee is dissatisfied and labours a Grievance when he feels that there has been
an infringement of his rights that his interests have been jeopardized. This sense of Grievance
generally arises out of misinterpretation or misapplication of company policies and practices.

Calhoon Observes:

“Grievances exist in the minds of individuals, are produced and dissipated by situations,
are forted or healed by group pressures, are adjusted or made worse by supervisors, and are
nourished or dissolved by the climate in the organization which is affected by all the above
factors and by the management.

Characteristics of Grievance:

A Grievance may have the following characteristics

1. Factor :

The employer employee relationship depends upon the job contact in any
organizations. This contract indicates the norms defining the limits within which the
employee expects the organizations to fulfill his aspirations, needs or expectations. When
these legitimate needs of exceptions or aspirations are not fulfilled, the employee will be
dissatisfied with the job. Such dissatisfactions are called factual Grievance procedure.

2. Imaginary:

When the job contract is not clear-cut does not indicate the norms defining the
limits within which the employee expects the organization to fulfill his needs or
 aspirations, employee develops such needs which the organizations is to oblige to meet.
Here Grievances are not based on facts. Even then, the employee feels aggrieved.
Normally, the organization does not feel any kind of responsibility for such Grievance
and their redressal , because they are based not only on wrong perceptions of the
employee but also on wrong information. However such Grievance can have far-
reaching consequence and organization because the employees are likely to develop an
altogether negative attitude towards the organizations, which decrease their effectiveness
and in work.

3. Diguised:

In general organization consider the basic requirements of the employees .

psychological needs of the employees such as the need for recognition, affections, power,
achievement etc, are normally unattended and ignored.

Bethel and others have been given typical examples of workers

Grievance:

i. Concerning wages :

a. Demand for individual adjustment: the worker feels that he is underpaid

b. Complaints above incentives: piece rates are too low or too complicated

c. Mistakes in calculating the wages of the worker

ii. Concerning supervision:

a. Complaints against discipline : the foreman picks on him: in adequate instruction

given for job performance

b. Objection to having a particular foreman: the foreman is playing favorites; the

foreman ignores complaints
 c. Objection to the manner in which the general methods of supervision are used;
there are too many rules; regulation are not clearly posted; supervision indulge in
a great deal of snooping.

iii. Concerning individual advancement:

a. Complaint that the employee’s record of continuous service has been unfairly
broken

b. Complaints that the claims of senior persons have been ignored; that seriously has
been wrongly determined; that younger workers have been promoted ahead of
older and more experienced employees

c. Charges are made disciplinary discharged are lay-off has been unfair; that the
penalty is too severe for the offence that is supposed to have been committed; that
the company wanted to get a rid of the employees; hence the charges against him

iv. General working conditions:

a. Complaints about toilet facilities being in adequate; about inadequate and I or

dirty lunch rooms

b. Complaints about working condition, which can be easily corrected; overtime is

unnecessary; an employee loses too much time because materials are not supplied
to him in timing

v. Collective bargaining:
 The company is attempting to undermine the trade union and the workers who
belong to that union the contract with labour has been violated. The company does not
deal effectively or expeditiously with union Grievance.

Certain Do’s and Don’ts in Handling Grievance:

Do’s

1) Investigate and handle each and every case as though it may eventually result in an
arbitration hearing.

2) Talk with the employee about his Grievance gives him a good and full hearing.

3) Get the union to identify specific contractual provisions allegedy and violated .

4) Enforce the contractual time limits.

5) Comply with the contractual time limits for the company to handle a Grievance.

6) Determine whether all the procedural requirements, as dictated by the aggrements have
been complied with.

7) Visit the work area where the Grievance arose.

8) Determine if there were any witness.

9) Examine the relavant contract provisions and understand the contract thoroughly.

10) Determine if there has been equal treatment of employees.

11) Fully informed your own superior of Grievance matters.

12) Satisfy the union’s right to relevant information.

Don’t

1) Apply the Grievance remedy to an improper Grievance.

2) Hold back the remedies if the comply is wrong.

3) Give long written Grievance answers.

4) Admit the binding effect of part practice.

5) Redistinguish your authority to the union.

6) Make mutual consent aggrements regarding future action.

7) Bargain over items not covered by the contract act.

8) Argue Grievance issues off the work premises.

9) Settle a Grievance when you are in doubt.

10) Support another supervisor in a hopeless case.

11) Agree to informal amendments in the contract.

Identification of Grievance:

Grievance should be redressed by adopting proactive approach rather than waiting

for the Grievance to be brought to the notice of the management. A proactive approach
for Grievance redressal helps the management to take action for modifying those factors
that are responsible. For the emergence of Grievance while in reactive approach a
particular Grievance gets redressed but its underlying problems unless this problem is
overcome redressal of a Grievance may be temporary solution. It is often said that a good
management redresses Grievance as they arise excellent management anticipates them
 and prevents them for arising. For adapting proactive approach to Grievance
management, it is essential to identify the nature of Grievance and the underlying factors.
The management can be through four methods of identifying Grievance exit interview,
gripe box system opinion surveys and open-door policy.

1. Exit interview:

An employee may leave the organization either because of his dissatisfaction with the
organization or because of greener pasture somewhere else. Exit interview if conducted properly,
elicits important information about various aspects of the organizational functioning relevant to
employees such information is more valuable than the information elicited by the existing
employees as they may not be frank enough to express Themselves fully. They may avoid much
relevant information as they see their career linked to the organization and frank expression of
their views may jeopardize their career. In an exit interview, there is no such inhibition.

2. Gripe box systems:

On the pattern of suggestion box system, the management can use gripe box system to
collect information about grievance from the employees. If need be the employees many of
encouraged to drop anonymous. Complaints as they may develop a feeling that their identify for
reporting complaints many invite victimization especially when the complaints relate to
management or supervision styles and other personal matters. This methods more appropriate in
them organisation where there is lack of trust and understanding between employees and their
supervisors.

3. Opinion surveys:

Opinion surveys conducted periodically on the employee related issues provide relevant
information about the state of grievance among them, such surveys maybe in the form of morale
surveys attitude survey or a more comprehensive survey including all the above aspects. These
surveys encourage the employees to express their views more openly as these are conducted by
persons who are not the supervisors of the employees, further the employees identify is not
disclosed. Alternatives to formal surveys may be group meetings, periodicals interviews,
collective bargaining sessions, and informal get-together through which the information about
the current state of grievance may be collected.

4. Open door policy:

Open door policy implies that the employees are invited to discuss their problem freely
and frankly at any tome or drop their complaints to the relevant manager’s room at any tome.
The basic objective of an open door policy is to encourage upward communication. However
open door policy works effectively when the mangers develop positive approach and keep their
roars open physically and psychologically. In large organizations open door policy should be
adopted at each successive management level.

Benefits of a Grievance Procedure:

1) It brings Grievance into the open so that management can learn about them and try corrective
action.

2) It helps in preventing grievances from assuming big proportions. The management catches
and solve a Grievance before it becomes a dispute.

3) It provides employee formalized means of emotional release for this dissatisfaction. Even if a
worker does not use the Grievance system for his own emotional release in a particular situation,
he feels better because he knows the system is there to use if he wants to do so. It builds within
him a sense of emotional security.

4) It helps in establishing and maintaining a work culture way of life as problems are interpreted
in the grievance procedure, the group learn how if is expected to respond to the policies that hare
been set up.

5) It acts as a check upon arbitrary and capricious management action. When a manager knows
that his actions are subject to challenge and review in a Grievance system he becomes more
careful in taking his decisions.

Desirable features of a Grievance Procedure

A Grievance procedure should incorporate the following features:

1) Conformity with existing legislation:

The procedure should be designed to supplement the existing statutory provision. Where
practicable, the procedure can make use of such machinery as the law might have already
provided for.

2) Acceptability:

The Grievance procedure must be accepted by everybody. In order to be generally

acceptable if must ensure

(a) A sense of fair-play and justice to the work

(b) Reasonable exercise of authority to the manager, and
(c) Adequate participation of the union

3) Simplicity:

The procedure should be simple enough to be understood by every employee. The step
should be as few as possible. Channels for handling Grievance should be carefully developed.
Employees must know the authorities to be contacted at various levels. Information about the
procedure can be thoroughly disseminated among all employees through pictures, charts,
diagrams, etc.

4) Promptness:

Speedy settlement of a Grievance is the cornerstone of a sound personal policy. Justice

delayed if justice denied. The procedure should aim at a rapid disposal of the Grievance. This
can be achieve of by incorporating the following features in the procedure.

a) As for as possible Grievance should be settled at the lowest level

b) No matter should ordinarily be taken up at more than two level i.e. normally there should
be only one appeal
c) Different types of grievance may be referred to appropriate authorities. It may be useful
to classify grievances as those arising from personnel relationship and others arising out
of conditions of employment. In the former case, a grievance should be taken up, in the
first instance, with the authority in the line management immediately above the officer
against whom the complaint is made. Thereafter, the matter may go to the grievance
committee comprising reprehensive of management and worker other grievance should
be taken up in the first instance, with the authority designated by the management.
Thereafter, a reference may be made to the grievance committee and finally to the top
management.
d) Time limit should be placed at each step and it should be rigidly followed at each level.

5) Training:

In order to ensure effective working of the grievance procedure it is necessary that

supervisors and the union representatives are given training in grievance handling.

6) Follow up:

The working of the procedure should be reviewed periodically by the personnel

department and necessary structural changes introduced to make it more effective.
Point to the remembered when handling a grievance:

1) Every grievance must be considered important no matter how irrelevant or insignificant it

is or seems.

2) A grievance should not be postponed in the hop that people will “see the light”
themselves. If an executive is tired, in a bad temper, or otherwise feeling out of sorts, he
may courteously, apologetically and with regret postpone a grievances hearing, but he
should never say something that would never the distrust or enmity of the aggrieved
employee.

3) All grievances should be put in writing. This is necessary to avoid ambiguity and to
correctly determine the exact nature of a grievance writing about the ambiguous nature of
most grievances, jacius observers that” grievances of today often have their roots in the
acts of yesterday and their branchy in the effects of tomorrow. The roots are sometimes
difficult to locate, and how the branch will grow, difficult to forecast. But difficult though
the task is, it must be tackled as best as one can, else grievance band ling becomes
grievance fighting”. A vague grievance will have to be solved over again.

4) All relevant facts about a grievance should be gathered by the management and their
proper records maintained this will convince the employees about management’s
sincerity integrity and honesty of purpose fell facts will also help the management in
reaching fair decision maintenance of records is essential for future reference.

5) The worker should be given free time off to pursue his grievance.
 6) Management should make a list of all solutions and later evaluate them one by one
interns of their total effect upon the organisation and not solely upon their immediate or
individual effect tentative solutions.

7) Decision once reached should be communicated to the employee and acted upon by the
management. If the decision is unfavourable its legitimate foundations should be well
explained.

8) Follow – up must be done by the management to determine whether action taken but it
has favourable changed the employee’s attitude or not.

Grievance Handling Procedure in Small Company

Company Union
Representative Representative
Arbitration

Step 2 Owner of Local Union

Manager Representative

Step 1 Supervisor Union Steward

Employee
 Grievance Handling Procedure in Large Company

Company Union

Representative Arbitration Representative

Step 5

Company Personnel Regional Union

Step 4
offiecer Representative

Step 3
Company Union
Grievance Committee

Step 2 Departmental Chief Steward

Head

Step 1 Supervisor Union Steward

Employee
 Grievance Handling Procedures

There are Two Procedures of Grievance Handling.

1)Common Procedure: The Steps in the procedure are

 Immediate Supervisor
 Departmental head or personnel relation officer
 Top Executive i.e., General Manager
 Grievance Handling Committee.

2) Model Grievance Procedure: The Steps are

 Officer-Designate for the purpose

 Head of the Department
 Grievance Committee
 Manager
 Appeal to Manager for Revision
 Voluntary Arbitration
 Formal Conciliation Machinery

3) Grievance Settlement Authority: Every Employee is required to setup a Grievance settlement

Authority if he employees 50 or more workers. Only dispute connected with individual worker
may be referred either by the worker or trade union to the authority.
 Analysis and Interpretations

Table-1

Classification of Employees

(Age wise)

S.NO OPTIONS NO OF PERCENTAGE

RESPONDENTS

1 20 – 35 55 55 %

2 35 – 50 35 35%

3 50 above 10 10%

TOTAL 100 100%

Inference:

The table shows that 55 % of the respondents fall under the age group of 20 – 35 and 35% of the
respondents are under the age group of 35 – 50 and 10% of the respondents are above 50.

CHART - 1
 Classification of Employees

of

nt
re
N
o

p
o
n
d
e
s

s
60

50

40

30 Age Group
20

10

0
20 – 35 35 – 50 50 above

Table-2

Work experience

S.NO OPTIONS NO. OF PERCENTAGE

RESPONDENTS

1 1 - 10 20 20

2 11 - 20 80 80

3 21 – 30 - -
 4 30 & above - -

Total 100 100

Inference:

The table shows that 20% of respondents basically 1 – 10 years of experience in the
organization and 80% of the respondents are 11 – 20 years of experience.

CHART - 2

Work experience
of

nt
re
N
o

p
o
n
d
e
s

s
No. Of Respondents
80

70

60
Age Group
50 No. Of Respondents
40

30

20

10

0
1 - 10 11 - 20 21 – 30 30 & above

Table-3
 Classification of employees

(gender wise)

S.NO OPTIONS NO. OF PERCENTAGE

RESPONDENTS

1 male 60 60

2 female 40 40

Total 100 100

Inference:

The table estimates that 60% of the respondents are male and 40% of the respondents are
female.

CHART - 3

Classification of employees

(gender wise)
 40%

60%
male female

Table-4

Opinion about physical working condition

S.NO OPTIONS NO. OF PERCENTAGE

RESPONDENTS

1 Satisfied 49 49

2 Partly satisfied 41 41

3 Dissatisfied 10 10

Total 100 100

Inference:

The estimates that 49 % of the respondents are satisfied with physical working condition and
41 % of the respondents are partly satisfied and 10% of the respondents are dissatisfied.

CHART - 4
 Opinion about physical working condition

10

Satisfied
49 Partly satisfied
Dissatisfied

41

Table-5

Wage satisfaction level

S.NO OPTIONS NO. OF PERCENTAGE

 RESPONDENTS

1 Accepted 79 79

2 Not accepted 21 21

Total 100 100

Inference:

The table shows that 79% of the respondents are accepted with their wages given by the
management and 21% of the respondents are not accepted.

CHART - 5

Wage satisfaction level

80
70
60
50
40
30
20
10
0
Accepted Not accepted

Table-6
 Employees work load

S.NO OPTIONS NO. OF PERCENTAGE

RESPONDENTS

1 Very high 20 20

2 High 25 25

3 Normal 55 55

Total 100 100

Inference:

The estimates that 20% of the respondents are having very high work load and 25% of
the respondents are having high work load and remaining 55% of the respondents are having
normal work load.

CHART - 6

Employees work load

 of

nt
re
N
o

p
o
n
d
e
s

s
60

50

40

30

20

10

0
Very high High Normal

opinion
 Table-7

Welfare facilities

OPTIONS EXCELLENT GOOD FAIR

Canteen 66 34 10

Restroom 53 33 14

Medical 61 23 11

Tool:

Weighted mean

Canteen =66+68+30/100=1.64

Rest room =53+66+42/100=1.61

Medical =61+56+33/100=1.50

Inference:

The above shows that highest value of 1.64 of the respondents feels that canteen facility
is excellent. 1.50 of the respondents feels that medical facility is moderate.

Table-8

Duration to settle the grievance

 S.NO OPTIONS NO. OF PERCENTAGE
RESPONDENTS

1 Less than 15 days 49 49

2 15-30 days 36 36

3 30-40 days 15 15

Total 100 100

Inference:

The table estimates that 49% of the respondents says that their grievance are settled in less than
15 days and 36% of the respondents says that their grievance are settled in 15-30 days and 15%
of the respondents says that their grievance are settled in 30-40 days.

CHART - 7

Duration to settle the grievance

 of

nt
re
N
o

p
o
n
d
e
s

s
50

45

40

35

30

25

20

15

10

0
Less than 15 days 15-30 days 30-40 days

Duration
 Table-9

Relationship with supervisor

S.NO OPTIONS NO. OF PERCENTAGE

RESPONDENTS

1 Good 31 31

2 Fair 54 54

3 Poor 15 15

Total 100 100

Inference:

The table shows 54% of the respondents are agree with the behavior of supervisor is fair
and 31% of the respondents are agree with the behavior of supervisor is good and 15% of the
respondents are agree with the behavior of supervisor is poor.
 CHART - 8

Relationship with supervisor

15

31

Good
Fair
Poor

54
 Table-10

Opportunity to express feeling and dissatisfaction

S.NO OPTIONS NO. OF PERCENTAGE

RESPONDENTS

1 Allowed 70 70

2 Not Allowed 30 30

Total 100 100

Inference:

70% of the respondents are agreeing that the management given an opportunity to
express feelin and dissatisfaction and the remaining 30% are not agreed.
 CHART - 9

Opportunity to express feeling and dissatisfaction

30

Allowed
Not Allowed

70
 Table-11

Relationship with colleagues

S.NO OPTIONS NO. OF PERCENTAGE

RESPONDENTS

1 Very Good 55 55

2 Good 46 46

3 Fair 9 9

Total 100 100

Inference:

The table estimates that 55% of the respondents feel very good about their colleagues and
46% of the respondents feel good about their colleagues and 9% of the respondents feel fair
about their colleagues.
 CHART - 10

Relationship with colleagues

of

nt
re
N
o

p
o
n
d
e
s

s
60

50

40

30

20

10

0
Very Good Good Fair

Opinion
 Table-12

Relationship with workers and management

S.NO OPTIONS NO. OF PERCENTAGE

RESPONDENTS

1 Very Good 60 60

2 Good 29 29

3 Satisfactory 11 11

Total 100 100

Inference:

The table estimates that 60% of the respondents have very good relation with the workers
and management and 29% of the respondents have good relation with the workers and
management and 11% of the respondents have satisfactory with their relation .
 CHART - 11

Relationship with workers and management

 of

nt
re
N
o

p
o
n
d
e
s

s
60

50

40

30

20

10

0
Very Good
Good
Satisfactory

Opinion
 Table-13

Correlation with education qualification and career development program

EDUCATIONAL CAREER DEVELOPMENT PROGRAM

QUALIFICATION YES NO TOTAL

10th 34 15 49

IIT/diploma 19 11 30

UG 11 2 13

PG 5 3 8

Total 69 31 100

Karl peason’s co-efficient of correlation is used to identify relationship if any between employee
qualification and career development.

X y X-X X2 y-y Y2 Xy

34 15 16.75 280.56 7.25 52.56 121.44

19 11 1.75 3.06 3.25 10.56 5.69

11 2 -6.25 39.06 -5.75 33.06 35.94

5 3 -12.25 150.06 -4.75 22.56 58.19

69 31 472.74 1128.74 221.26

X=∑x/n=69/4

Y=∑y/n=7.75

r=∑xy/ ∑x2. ∑y2 => 221.26/ 472.74*118.74

=221.26/ 56133.15 =>221.26/236.92

R=0.934

Inference:

The correlation value is found to be 0.934. there is a positive correlation between

educational qualification and career development programs.

Table-14

Regarding distribution of overtime

S.NO OPTIONS NO. OF PERCENTAGE

RESPONDENTS

1 Yes 63 63

2 No 37 37

Total 100 100

Inference:

The table shows 63% of the respondents are agree with the reasonable distribution of
overtime and 37% are not agreed.

CHART - 12

Regarding distribution of overtime

 of

nt
re
N
o

p
o
n
d
e
s

s 37
No

Yes 63

0 10 20 30 40 50 60 70

Opinion
 Table-15

Regarding distribution of leave facility

S.NO OPTIONS NO. OF PERCENTAGE

RESPONDENTS

1 Yes 66 66

2 No 34 34

Total 100 100

Inference:

66% of the respondents are agree with the satisfaction of leave facility available to them and
34% of the respondents are not agreed.
 CHART - 12

Regarding distribution of leave facility

34

Yes
No

66
 Table-16

Opinion about remedial measures

S.NO OPTIONS NO. OF PERCENTAGE

RESPONDENTS

1 Routine meeting with regard to 39 39

grievance

2 Proper counseling 15 15

3 Settlement of grievance should 56 56

be prompt

Total 100 100

Inference:

56% of the respondents need settlement of grievance should be prompt and 39% of the
respondents need routine meeting with regard to grievance and 15% of the respondents need
proper counseling.
 CHART - 13

Opinion about remedial measures

of

nt
re
N
o

p
o
n
d
e
s

s
60

50

40

30

20

10

0
Routine meeting Proper counseling prompt grievance

Opinion
Findings

1. Most of the respondents feel under the age group of 20 to 35 years.

2. Majority of the respondents were found to be male.
3. More than half of the respondents are satisfied with the present job.
4. 79% of the respondents are satisfied with the wages.
5. Welfare facilities like canteen facility highly satisfied when compared to rest
room facility.
6. About 55% of the respondents have normal work load.
7. Leave facility is satisfactory at the rate of 66%.
8. Distribution of overtime is reasonable at the rate of 63%.
9. Most of the respondents need the settlement of grievance should be prompt.
10. Commenting about the functioning of trade union 49% of them are favored for
effectiveness of the trade union.
11. 75% of the respondents are agree with that the union is participate in solving
grievance.
12. Normally it takes less than 15 days to settle their grievance.
13. Most of the respondent’s need their grievance should be settled in 1 -3 days.
14. Relationship with supervisor is fair.
15. Relationship with colleagues is good.
16. There is very good relationship between workers and the management.
17. More than half of the respondents are agree with proper career development
program of the company.
18. 80% of the respondents have the work experience of 11-20 years.
19. Nearly 50% of the respondents are below Graduate.
20. 49% of the respondents are satisfied with the physical working condition.
Suggestions

 Conducting meeting at proper interval.

 Proper counseling should be done to get rid of their personal.
 The working condition can be improved.
 Work load of the employees can be optimum.
 The welfare facilities like medical facility can be improved.
 The employees can further educated by proper training of development program.
 The over time can be reasonably distributed.
 The union should enhance their participation in the grievance.
 Employees are in need of proper career development should be conducted at the regular
intervals.
 21% of the employees are not satisfied with the salary so measures can be taken to satisfy
them.
 The settlement of the grievance should be prompt.
 The management should be impartial with workers express their feelings and
dissatisfaction.
 The supervisors and union representatives must undertake human relationship.
 Conclusion

Prompt and effective handling of grievance is the key to industrial peace. Grievance should be
resolved and eased long before they assume character of an open conflict.

The grievance should be open so that management can learn about them and try
corrective action. For an established organization “ Webmark Technologies” they can always try
to improve their standard by making good psychological relationship with employees and by
solving employee’s problems not only in the industrial but also in the family. The action taken
by the management should make the employees change their character but not to confuse the life
of the employees. So the handling of grievance by the Webmark Technologies must be improved
so as to induce a more comfortable working climate of the employees.
Bibliography

Human resource management - l.m.prasad

Personnel/human resource management - p.subba rao

v.s.p. rao

personnel management - c.b.mamoria

personnel management and industrial relationship - p.c.tripati

research methodology – c.r.kothari

statistical methods – s.p.gupta

 Questionnaire

An analytical study on grievance of the employees

1. Name :

2. Age :

a) 20-35( ) b) 35-50( ) c)50&above ( )

3. How long have you been in this organization ?

a)1-10( ) b)11-20( ) c)21-30( ) d)30&above( )

4. sex :

a)male( ) b)female( )

5.Educational Qualification:

a)10th ( ) b)ITI/diploma( ) c)undergraduate ( )

d) postgraduate( )

6. what is your opinion about physical working condition?

a)satisfied( ) b)partly satisfied( ) c)dissatisfied( )

7.Are you satisfied with the job?

a)satisfied( ) b)dissatisfied( )

8.Are satisfied with the wages given by the management?

a)accepted( ) b)not accepted( )

 9.what do you think about the work load?

a)very high( ) b)high( ) c)normal( )

10.how about the facilities given by the management?

Facilities Good Satisfied Not bad

Canteen

Rest room

Medical

11.mention the duration normally takes to settle the grievance?

a)less than 15( ) b)15-30( ) c)30-45( )

12.how much time that you feel to settle the grievance?

a)1-3days( ) b)3-5days( ) c)5-8days( )

13.how do your supervisor act and respond in the work spot?

a)good( ) b)fair( ) c)poor( )

14.state your opinion about the following relationship?

i)relation with your colleagues

a)very good( ) b)good( ) c)fair( )

ii)workers and management

a)very good( ) b)good( ) c)satisfactory( )

15.does the company provides proper career development program?

 a)yes( ) b)no( )

16.does the management given an opportunity to express your feelings and dissatisfaction?

a)allowed( ) b)not allowed( )

17.what do you feel about the functioning of trade union?

a)effective( )

b)not effective( )

c)partially effective( )

18.does the union have adequate participation in the grievance?

a)yes( ) b)no( )

19.is over time reasonably distributed?

a)yes( ) b)no( )

20.is the leave facility is satisfactory?

a)yes( ) b)no( )

21.state your opinion about the following remedial measures?

a)routine meeting with regard to the grievance( )

b)proper counseling( )

c)settlement of grievance should be prompt( )