RESEARCH REPORT

ON ³Grievance handling procedure in SYNDICATE Bank´
Submitted in partial fulfillment of the requirement for the award of degree of

MASTER OF BUSINESS ADMINISTRATION

SESSION ± 2009-2011
SUBMITTED TO:
Ms. PRIYANKA SINGH (ASSOCIATE PROFESSOR) (KIPM COLLEGE OF MANAGEMENT.)

SUBMITTED BY:
NAMITA GUPTA MBA-II YEAR (HUMAN RESOURCE)

KIPM-COLLEGE OF MANAGEMENT
GIDA, GORAKHPUR
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DECLARATION

I hereby inform that this project report is a result of my own work in the fulfillment of academics requirement. This report is the sole property of the KIPM-COLLEGE OF MANAGEMENT,GIDA,GORAKHPUR & it is prohibited to be used, copied or edited by any person, written or by any mean. For doing so proper permission from authority should be taken.

NAMITA GUPTA M.B.A. (HUMAN RESOURCE MANAGEMENT) - IV SEM. Roll No.Batch: 2009-11 KIPM-COLLEGE OF MANAGEMENT GIDA,GORAKHPUR

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PREFACE
Modern organizations are highly complex ad dynamics systems. They operate under very turbulent social economic and political environment. They are required to reconcile several incompatible goals. Conflicting roles and divergent interest they are also fraught with the use risk and uncertainties, hence tactful management of such organization to plan to execute guide, coordination and control the performance of people to achieve predetermined goals. Management has to keep the organization vibrant moving and in equilibrium. It has to achieve goal which themselves are changing it is therefore a problem highly complex and ticklish. This information will be asset to human resource manager in making effective decisions. The research are used to acquire and analyse information and to make suggestions to management as to how human resource problems should be solved. The human resource management research is the process which links to manpower, worker and individuals through information in important part of curriculum of M.B.A. programme is project taken by the students to institute under which he or she is studying, after completion of third semester of the programme. The objective of this project is to enable the students to understand the application of the academics in the real business life. I am fully confident that this project report will be extremely useful to the management.

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ACKNOWLEDGEMENT
This report bears the imprint of many persons, who have helped me in numerous ways in writing this report. It gives me great pleasure in presenting this report to the Uttar Pradesh Technical University, Lucknow via KIPM-COLLEGE OF MANAGEMENT,GORAKHPUR. I would like to take this opportunity to extend my heartful gratitude to all those who helped me in presenting this report. Their contribution no matter big or small has contributed immensely towards completion of this report. I fall short of words to express my gratitude to all the respondents who gives me their valuable time and unbiased responses for my questionnaire of this project report. I acknowledge my deep sense of gratitude to Ms. Priyanka singh for his generous guidance & advice before & during the course of this work & also in analyzing the work. I am also extremely grateful to my faculty member Ms. Kaynath sidhqui, who encourages me for completing my project report. My overriding debt is to my parents and my siblings who provide me with the moral support & inspiration needed to prepare this report.

NAMITA GUPTA

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CHAPTER PLAN Page No. CHAPTER-1: (i) (ii) (iii) CHAPTER-2: (i) (ii) CHAPTER-3: CHAPTER-4: CHAPTER-5: CHAPTER-6: CHAPTER-7: CHAPTER-8: CHAPTER-9: INTRODUCTON Overview of the Banking Industry About Syndicate Bank Grievance PURPOSE OF THE STUDY Objective of the Study Scope of the Study RESEARCH METHODOLOGY DATA ANALYSIS AND INTERPRETATION FINDINGS OF THE STUDY SUGGESTIONS & RECOMMENDATIONS CONCLUSION QUESTIONNAIRE BIBLIOGRAPHY 60 61 62 65 76 78 80 82 87 7 27 40 5 .

y OVERVIEW OF THE BANKING INDUSTRY y ABOUT SYNDICATE BANK y GRIEVANCE 6 .

The commercial banks and certain variants of NBFCs are among the oldest of the market participants. 7 . Bank of Hindustan. all presidency banks were amalgamated to form the Imperial Bank of India. investment institutions. are relatively new entities in the financial market place. It engaged in all types of commercial banking business except dealing in foreign exchange. making them as its 100% subsidiaries. The Act also vested licensing powers & the authority to conduct inspections in RBI In 1955. set up in 1870. RBI got wide ranging powers for supervision & control of banks. the financial institutions (FIs).e. RBI acquired control of the Imperial Bank of India. Non-Bank Financial Companies (NBFCs) and other market intermediaries such as the stock brokers and money-lenders. Banking in India on modern lines started with the establishment of three presidency banks under Presidency Bank's act 1876 i. SBI took over control of eight private banks floated in the erstwhile princely states. which was renamed as State Bank of India. was the earliest Indian Bank . Reserve Bank of India Act was passed in 1934 & Reserve Bank of India (RBI) was constituted as an apex bank without major government ownership. on the other hand. Bank of Calcutta. The FIs. In 1959. specialized financial institutions and the state-level development banks. Bank of Bombay and Bank of Madras. Under the act. encompassing term-lending institutions. In 1921. This regulation brought Reserve Bank of India under government control. Imperial bank carried out limited central banking functions also prior to establishment of RBI.OVERVIEW OF BANKING INDUSTRY IN INDIA The major participants of the Indian financial system are the commercial banks. Banking Regulations Act was passed in 1949.

200 crores.RBI was empowered in 1960. RBI in turn includes only those banks in this schedule which satisfy the criteria laid down vide section 42 (60 of the Act. government nationalised 14 banks having deposits of Rs. The amendment of Banking Regulation Act in 1993 saw the entry of new private sector banks. Being a part of the second schedule confers some benefits to the bank in terms of access to accomodation by RBI 8 . The total number of banks was thus reduced from 566 in 1951 to 85 in 1969. This segment broadly consists of: Commercial. government acquired 6 more banks with deposits of more than Rs. Banking Segment in India functions under the umbrella of Reserve Bank of India . to force compulsory merger of weak banks with the strong ones. central bank. 1934. The Narsimham Committee report suggested wide ranging reforms for the banking sector in 1992 to introduce internationally accepted banking practices. In July 1969. In 1980. Some co-operative banks are scheduled commercial banks albeit not all co-operative banks are.the regulatory. Nationalisation of banks was to make them play the role of catalytic agents for economic growth. Banks Co-operative Banks Commercial Banks The commercial banking structure in India consists of: y y Scheduled Commercial Banks Unscheduled Banks Scheduled commercial Banks constitute those banks which have been included in the Second Schedule of Reserve Bank of India(RBI) Act.50 crores & above.

CO-OPERATIVE BANKS There are two main categories of the co-operative banks. District Central Co-op. Banks. district level and village level.within this category there are three sub categories of banks viz state co-operative banks. 5. Land Development Banks. 4. Private sector 3. District co-operative banks and Primary Agricultural co-operative societies. (b) Long term lending oriented co-operative Banks . banks. Primary Urban Co-op. Public sector 2. Primary Agricultural Credit Socities. (a) Short term lending oriented co-operative Banks . State Co-op. 3. however. this status also subjects the bank certain conditions and obligation towards the reserve regulations of RBI. 9 . The co-operative banking structure in India is divided into following main 5 categories: (Visit us again for details of each category) 1.during the times of liquidity constraints. At the same time. Banks 2.within the second category there are land development banks at three levels state level. Foreign banks. This sub sector can broadly be classified into: 1.

BANKS IN INDIA s S. 7.A DBS Bank Ltd Bank HSBC Ltd.V Abu Dhabi Commercial Development Credit Bank Bank Ltd Ltd. Standard Chartered Bank Mahindra . UTI Bank Ltd. ABN-AMRO Bank N. 18. 9. 21. 6. Federal Bank Ltd ING Vysya Bank Ltd. Karnataka Bank Ltd Karur Vysya Bank Ltd Ratnakar Bank Ltd SBI Commercial and 10 American Express Bank Ltd. Public Sector Banks Private Banks Sector Foreign Banks 1. 10. Kotak Ltd. 13. 14. 2. 11 12. 15. Jammu and Kashmir Bank Ltd. Dhanalakshmi Bank Ltd. IndusInd Bank Ltd. 17. 19. BNP Paribas Citibank N. 20. 5. Yes Bank Ltd of Bank of Rajasthan Ltd. HDFC Bank Ltd. 8. ICICI Bank Ltd. 16. 4. Centurion Bank Ltd. Allahabad Bank Andhra Bank Bank of Baroda Bank of India Bank of Maharashtra Canara Bank Central Bank of India Corporation Bank Dena Bank Indian Bank Indian Overseas Bank Oriental Commerce Punjab and Sind Bank Punjab National Bank Syndicate Bank UCO Bank Union Bank of India United Bank of India Vijaya Bank IDBI Bank Bank Bank of Punjab Ltd. 3. N.

State Bank of India International Bank Ltd South Indian Bank Ltd United Western Bank Ltd 11 .22.

SERVICES PROVIDED BY THE BANKS Banking Regulation Act of India. Banks are allowed to perform certain activities. A bank's relationship with the public. Lending money to public (Loans) 3. repayable on demand or otherwise and withdrawable by cheques. Acting as intermediaries 6. which are ancillary to this business of accepting deposits and lending. revolves around accepting deposits and lending money. order or otherwise. The banking activities can be classified as: 1. draft. The law governing Banking Activities in India is called "Negotiable Instruments Act 1881". Another activity which is assuming increasing importance is transfer of money ." Most of the activities a Bank performs are derived from the above definition.both domestic and foreign . The so-called forex (foreign exchange) business is largely a part of remittance albeit it involves buying and selling of foreign currencies. Collection Business 8. Acting as trustees 5. for the purpose of lending or investment of deposits of money from the public. Accepting Deposits from public/others (Deposits) 2. Keeping valuables in safe custody 7. In addition. 1949 defines Banking as "accepting. therefore. This activity is generally known as "remittance business" in banking parlance.from one place to another. Transferring money from one place to another (Remittances) 4. Government business 12 .

exist. Type of deposit accounts (Domestic Customers) i) Fixed Deposit Accounts ii) Demand Deposits o o Savings Account Current account i) Fixed Deposits The term 'fixed' here denotes tenure. The quantum of interest depends upon the tenor . ACCEPTING DEPOSITS IS ONE OF THE TWO MAJOR ACTIVITIES OF THE BANKS: Banks are also called custodians of public money. higher the rate of interest and lesser the restrictions on withdrawal. But since the Banks use this money to earn interest from people who need money. It is the business of the banker to accept deposits so that he can lend it to others and earn interest. The thumb rule is. therefore.1.length of time for which the depositor wishes to keep the money with the Bank and the ease of withdrawal. however. Deposits are accepted from both resident (domestic) or non-resident Indian customers. Basically. Fixed Deposit. Exceptions. presupposes a length of time for which the depositor decides to keep the money with the Bank and the rate of interest payable to the depositor is decided by this 13 . lesser the interest. Depending upon the liquidity position of the market and the size of deposit. the earnings can vary and if the size of the deposit is big enough. longer the tenor. the money is accepted as deposit for safe keeping. Banks share a part of this interest with the depositors. it is advisable to shop around and get the best rate.

However. As soon as your savings accumulate to an amount which you can spare for a certain length of time (even three months). however. The position of account is depicted in a small book called 'Pass Book'. This. the rate is highest for deposits for 3-5 years. Rate of interest differs from Bank to Bank. Banks accept deposits in current account and allow unlimited withdrawals subject to a minimum balance. does not mean that the depositor loses all his rights over the money for the duration of the tenor decided. This account gives you a nominal rate of interest and you can withdraw money as and when the need arises. Rate of Interest on Savings Account is fixed by RBI and is currently 4%. Opening of a current account is indicated in the case of a 14 . NO interest is payable on a current account. this account is ideal for parking your temporary savings. in such cases goes down. iii) Current Account Current account is an account with minimum amount of restrictions.tenure. ii) Savings Account As the name denotes. Such accounts should be treated as a temporary parking area because the rate of interest is much less than Fixed Deposits. the amount of interest payable to the depositor. Generally. You need this account only if you make a number of deposits and withdrawals in a single day and many of the deposits are drawn on outstation banks. Deposits can be withdrawn before the period is over. It should be understood that your returns on the money kept in Savings Bank account are the least but the flexibility to withdraw is the highest. This minimum balance differs from Bank to Bank. shift this money to Fixed Deposit. Most individuals do not need this account.

They then lend this money to earn interest on this money. In a way. 3. Commodities Debts Financial Instruments 15 . Most of the other products offered by the Banks viz. The difference between the rate at which the interest is paid on deposits and is charged on loans. Loans are given against or in exchange of the ownership (physical or constructive) of various type of tangible items. Special Term Deposit Accounts. Banks accept deposit from public for safe-keeping and pay interest to them. is called the "spread".business enterprise or high worth individuals who deal with a lot of third party cheques. LENDING MONEY TO THE PUBLIC Lending money is one of the two major activities of any Bank. the Banks act as intermediaries between the people who have the money to lend and those who have the need for money to carry out business transactions. 2. Current Fixed Account etc. Some of the securities against which the Banks lend are : 1. are essentially combinations of the above basic type of accounts and are packaged by different Banks to attract different groups of customers. Let us first look at the lending activity from the point of view of security. or who may at times need to borrow money from the Bank against some security. 2. Banks lend money in various forms and they lend for practically every activity. drafts etc. Recurring Deposit Account. Multi Option Deposit Account.

fill up this void. Such loans are called clean and the Banks are understandably cagey about extending such loans. 5. How does this account then differ from a Cash Credit Account? The difference is very subtle and relates to the operation of the account. a proper limit is sanctioned which normally is a certain percentage of the value of the commodities/debts pledged by the 16 . In other words. Overdraft The word overdraft means the act of overdrawing from a Bank account. The credit card arms of the various Banks. Real Estate Automobiles Consumer durable goods Documents of title Apart from the above categories. Cash credit Account This account is the primary method in which Banks lend money against the security of commodities and debt. payable on demand. the account holder withdraws more money from a Bank Account than has been deposited in it. in theory. counter part of demand deposits of the Bank. Cash Credits are. 6. however. Instead. These are.4. the Banks also lend to people on the basis of their perceived personal worth. It runs like a current account except that the money that can be withdrawn from this account is not restricted to the amount deposited in the account. the account holder is permitted to withdraw a certain sum called "limit" or "credit facility" in excess of the amount deposited in the account. In the case of Cash Credit. 7. therefore.

real estate and creation of infra structure also falls in this category. Under this type of lending. Financing for purchase of automobiles.e. assets which will benefit the borrower over a long period (exceeding at least one year). The Bank then presents the Bill to the borrower's customer on the due date of the Bill and collect the total amount.account holder with the Bank. 17 . setting up new projects fall in this category. surrender value of LIC policy and debentures etc. the borrower or his customer pay the Bank a pre-determined interest depending upon the terms of transaction. Bill Discounting Bill discounting is a major activity with some of the smaller Banks. Some overdrafts are even granted against the perceived "worth" of an individual. pre-determined installments. If the bill is delayed. Bank takes the bill drawn by borrower on his(borrower's) customer and pay him immediately deducting some amount as discount/commission. on the other hand. Purchases of plant and machinery. is allowed against a host of other securities including financial instruments like shares. Overdraft. constructing building for factory. Such overdrafts are called clean overdrafts. units of mutual funds. Term Loan Term Loans are the counter parts of Fixed Deposits in the Bank. This type of loan is normally given to the borrowers for acquiring long term assets i. Banks lend money in this mode when the repayment is sought to be made in fixed. consumer durables.

Small business. RBI sets targets in terms of percentage (of total money lent by the Banks) to be lent to certain sectors. This type of lending is called Priority Sector Lending. Financing of Small Scale Industry. Financing Priority Sector in the economy is not strictly on commercial basis as not only the general approach is liberal but also the rate of interest charged on such loans is less. in fact. 18 . bank loans are bifurcated into : y y Priority sector lending Commercial lending i) Priority Sector Lending The Government of India through the instrument of Reserve Bank of India (RBI) mandates certain type of lending on the Banks operating in India irrespective of their origin. which in RBI's perception would not have had access to organised lending market or could not afford to pay the interest at the commercial rate. contribute towards economic development of the country by subsidizing the business activities undertaken by entrepreneurs in the areas which are consider "priority sector" by RBI. available at a discount of 20% or more on the normal rate of interest to Indian corporates. Part of the cost of this concession is borne by RBI by means of refinancing such loans at concessional rate. Export finance is.Classification of loans Another way to classify the loans is through the activity being financed. therefore. Indian Banks. This is also called directed credit in Indian Banking system. Agricultural Activities and Export activities fall under this category. Viewed from this angle.

Fresh and innovative products are being launched to facilitate the corporate customer who forms the core of this business. partnerships and HUFs) engaged in any legal activity with the object of making profit. these loans are of two types : a) Corporate Loans b) Retail Loans a) Corporate Loans These loans are meant for corporate bodies (and bigger ones among other entities like proprietorships. Today many banks focus on this activity for improving their bottom lines. Lending on the strength of balance sheet 19 . Banks lend to such entities on the strength of their balance sheet. the focus has shifted from "priority sector banking" and commercial lending has been reinstated to its rightful place. the length of cash cycle and depending upon the products available with individual banks. There is big competition among banks to secure bigger share of this business At present.its bread and butter activity. commercial loans are available for practically any kind of activity and also for both long and short tenures. This activity survived despite a number of restrictions imposed on it in the past. Based on customer profile. With financial sector reforms.ii) Commercial Loans This is the mainstay of Indian Banking . this activity had been relegated to a secondary position as banks were driven by the desire to excel themselves in what is known as "priority sector banking" yet it is this part of their loan portfolio which has kept them afloat and help meet the costs. Although historically.

depending upon the needs of the customer.Banks analyse the audited balance sheets of the prospective borrowers to appraise their needs as also the capacity to absorb credit. The overall limit (line of credit) is structured into various type of facilities or accounts . Prospective borrowers are required to furnish their financial details in the form of CMA data to the bankers and file an application for the loan. depends upon the monthly income. The borrower is then asked to execute Bank's standard documents. The quantum of loan is generally determined by the repayment capacity of the prospective borrower. Thereafter. The latter is judged through the cash streams (income) available with the borrower for repayment of the loan. There are many type of loan products available for corporate clients in India. Loans for purchase of automobiles/consumer durable items Most banks nowadays have a product for financing the purchase of automobiles and other consumer durable items. This in turn. a loan for 20 . Thereafter the borrower can operate these accounts within the limit (line of credit). Loans are given on the strength of the means of the borrower with an eye on the repaying capacity. This application is processed and a line of credit (limit) allowed to the borrower. Most Banks have their own method to calculate the maximum monthly repayment capacity of a person.each with its own limit within the overall line of credit . The loans are structured depending upon the need of the client and the product available with the lending Bank b) Retail Loans This type of lending is meant for very small entrepreneurs as well as individuals who are engaged in gainful commercial activity and have the capacity to repay the loan. surrender the security or title to the security to the Bank and open suitable accounts (mostly Cash Credit accounts with different underlying securities) with the Bank.

The bank will be glad to finance to this extent for the purchase of an automobile or any other consumer durable item. 3. on behalf of their customers the act of transfer of money . So be prepared to sign a lot of documents 5. Banker's Cheques. You will be required to hypothecate/mortgage the goods bought out of the loan. REMITTANCE BUSINESS Apart from accepting deposits and lending money. Carefully check these before you venture forth 4. Check the rests i.e.from one place to another. Reject any frequency less than a quarter. the frequency at which the interest will be debitted or charged to your account. Banks issue Demand Drafts.which Equated Monthly Instalment (EMI) is within this capacity is considered the outer limit for a person. 2. Money Orders etc. Most Banks judge the monthly income with reference to either the latest salary certificate from the employer ( in case of employees) or the last year's income tax return (in case of self employed persons). check whether the interest is payable on the entire amount for the entire period or on the outstanding amount only. Banks also carry out. 3. Peruse the documents carefully so that there are no honorous clauses which tilt the balance heavily in favour of the Bank/ finance company. Other methods are also employed to appraise the maximum limit considered desirable for a person.both domestic and foreign. Mostly there are hidden charges called service charges or appraiser charges which inflate the cost to you. Tips: 1. for transferring the 21 . While considering a loan of such nature. The latter is what you should look for even if the rate of interest is higher. This activity is known as "remittance business" .

in cash or through a Bank Account Mode in which you will pay money to the Bank i. you are required to fill an application form which asks the following information : y y y y y y y Type of instrument needed Name of the recipient Name of the sender Amount to be transferred Place where the transferred money is to be paid Mode in which money is to be paid i.money. To buy a "DD" from a Bank. a person or entity. Demand Draft A demand draft or "DD" is an instrument most banks in India use for effecting transfer of money. It is a Negotiable Instrument. Bank 'A' at a place 'a' accepts money from customer 'C' and makes arrangement for payment of the same amount of money to either the customer 'C' or his "order" i.e. This also differs depending upon the mode of transfer and the time available for effecting the transfer of money.e. designated by 'C' as the recipient. Banks also have the facility of quick transfer of money also know as Telegraphic Transfer or Tele Cash Orders.e. In Remittance business. in cash or by debit to your account The application form along with the cheque on your account or cash is deposited with the counter clerk who gives you a Demand Draft (which looks like a cheque) for the amount. 22 . Faster the mode of transfer. higher the charges. In return for having rendered this service. through either a Branch of Bank 'A' or any other entity at place 'b'. This sum can differ from bank to bank. the Banks charge a pre-decided sum known as exchange or commission or service charge.

sign a charge slip or give a cheque for the amount to be transferred plus exchange and collect a receipt. In this mode of transfer. Telegraphic Transfers or Tele Orders This is similar to the Mail Transfer except that the message is sent to center 'B' by way of a telegram and the money is deposited the next day. 2. 4. The mode of instructions nowadays is increasingly the fax. Electronic Mode 23 . however. So if your requirements are large. The Bank will. a dying product and many banks like State Bank of India have since withdrawn this. Get the DD "crossed" for security. 3. place where payable etc. amount. you are required to fill in an application form similar to the one for DD. Mail Transfers or Mail Orders This is the mode used when you wish to transfer money from your account in Center 'A' to either your own account in Center 'B' or to somebody else's account. match these with what you had filled in the application form.10. do shop around for best bargain. Spellings of the beneficiary's name should be exactly the same. Check the particulars like name of the beneficiary. Your PAN number will be necessary if the amount of DD exceeds Rs. Charges for issuing drafts differ from Bank to Bank.Tips: 1. filled in the DD. send an order to its branch at center 'B' to deposit the said amount in the account number designated by you. on its own.This is.000/= 5.

4. Banks are the natural choice. 5. A banker has a few special obligations in such accounts and accordingly special care is taken in such accounts. and arising out of a confidence reposed in and accepted by the owner. While security of money is taken care of through offering 24 . ACTING AS TRUSTEES Under section 3 of Indian Trusts Act. Such entity necessarily have to have expertise in financial matters and also be of sufficient standing in the market/society to generate confidence in the minds of potential subscribers to the debenture. Banks also act as trustees for various requirements of the corporates. or of another and the owner. 1882 a trust is an obligation annexed to the ownership of property. KEEPING VALUABLES IN SAFE CUSTODY (LOCKERS) Bankers are in the business of providing security to the money and valuables of the general public. Government and General Public. Banks also act as bankers to trustees appointed under the act mentioned above.More and more banks are now offering electronic mode of transfer of funds like Electronic Transfer System. it has to appoint a financial intermediary as trustee who takes charge of the security for the debenture and looks after the interests of the debenture holders. or declared and accepted by him. For example. whenever a company wishes to issue secured debentures. for the benefit of another. Cash Management product etc. For general public also the Banks normally have a facility called "safe custody" where Banks act as trustees. The remittance of funds through these modes is much quicker and the time is reduced to hours and in some cases even minutes.

various type of deposit schemes. The amount of cheque/ draft will be deposited in your account and the fee deducted separately from your account. Banks are also in the business of "collecting" your money from other places. Both must come together and use their respective keys to open the locker. So do not be surprised if your Banker requests you to make a "small" fixed deposit before a locker can be allotted to you. For instance. 6.both usance and demand . Lockers can neither be opened by the hirer or the Bank individually. providing a secure place to keep them and manning the facility so that the customers are serviced immediately. Banks also undertake collection of bills of exchange . if seen in isolation as it involves major expenditure on buying those cabinets. you can deposit it in your account with your local banker and request for collection of the amount. 25 . Hiring of Lockers is a losing proposition for the Banks. The latter are small compartments with dual locking facility built into strong. The Bank will send the cheque to its branch at that centre and get the amount collected for a small fee. Banks offer this facility as a sop to attract deposits. These spaces are available in the shape of LOCKERS. These are stored in the Bank's Strong Room and are fully secure. security of valuables is provided through making secured space available to general public for keeping these valuables.for their business clientele. COLLECTION BUSINESS Apart from transferring money from one place to another. if you have received a payment by way of a cheque or DD drawn or payable at any station other than your own. fire and burglar resistant cupboards.

Tips: 1. the Bank is expected to pay interest on the amount. If it does not. 4. Charges for each of these activities differ from bank to bank. If your business involves a number of such payments. these charges are an improtant parameter which one should keep in mind. 2. There are RBI norms for the time expected to be taken for collection business and these norms are prominently displayed in banking hall of all banks. 26 . If your collection is delayed beyond this period. it is advisable to open an account with a Bank which has a large network of Branches. While selecting a bank for opening an account. demand it. Retain the counter foil of all deposits made in the bank as this is the only proof of deposit made till your account is credited 3.

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Its philosophy of growth by mutual sustenance of both the Bank and the people has paid rich dividends. an engineer and Dr. 2 crore per day under the scheme.8000/. Their objective was primarily to extend financial assistance to the local weavers who were crippled by a crisis in the handloom industry through mobilising small savings from the community. knowledge and competition. a businessman. The Bank is well equipped to meet the challenges of the 21st century in the areas of information technology. It has been propagating innovations in Banking and also has been receptive to new ideas. The Bank has been operating as a catalyst of development across the country with particular reference to the common man at the individual level and in rural/semi urban centres at the area level.by three visionaries . a physician . This scheme is the Bank's brand equity today and the Bank collects around Rs.ABOUT SYNDICATE BANK Syndicate Bank was established in 1925 in Udupi. The progress of Syndicate Bank has been synonymous with the phase of progressive banking in India.who shared a strong commitment to social welfare. Being firmly rooted in rural India and understanding the grass root realities.Sri Upendra Ananth Pai. The bank collected as low as 2 annas daily at the doorsteps of the depositors through its Agents under its Pigmy Deposit Scheme started in 1928. Spanning over 80 years of pioneering expertise. Sri Vaman Kudva. without however getting uprooted from its distinctive socio-economic and cultural ethos. the Bank has created for itself a solid customer base comprising customers of two or three generations.T M A Pai. the Bank's perception had vision of future India. the abode of Lord Krishna in coastal Karnataka with a capital of Rs. A comprehensive IT plan 28 .

is being put in place and the skills and knowledge of the Bank's personnel are being upgraded through a variety of training programmes to promote customer delight in every sphere of its activity. 29 . The Bank has launched an ambitious technology plan called Centralised Banking Solution (CBS) whereby 500 of our strategic branches with their ATMs are being networked nationwide over a 4 year period.

1928 First branch of the Bank opened at Brahmavar in Dakshina Kannada District 1937 Bank became a member of the Clearing House for the first time at Bombay.1964. 1966 Economic Research Department set up.. 1962 Entered Foreign Exchange business by opening Foreign Exchange Department at Bombay." a joint Stock Company with just one employee. the business of the Bank commenced in Udupi with the name "Canara Industrial and Banking Syndicate Ltd. 20 Banks merged with the Bank during the period 1953-1964.4. 1953 Took over the assets and liabilities of 2 Local Banks viz. Maharashtra Apex Bank Ltd." to "Syndicate Bank Limited".11. Head Office was shifted to Manipal on 19. and Southern India Apex Bank Ltd.Memorable Milestones in a 82-year Journey Growing Far And Wide 1925 On 10. 1963 Name of the Bank changed from "Canara Industrial & Banking Syndicate Ltd. One of the first few Banks to emphasize on research in Banking even before nationalisation. 1946 29 branches opened in a single day in rural areas.1925. 1957 100th branch opened at Ilkal in Karnataka. 30 .

1984 1000th branch opened at Delhi Hauz Khas. 1972 Opened a branch at Lakshadweep islands 1976 First overseas branch opened at London on 17.125 Crore in Oct. 2002 Centralised Banking Solution under the brand name "Syndicate-e-banking" launched at Delhi.76. 1989 1500th branch opened at Kanakumbi. 2001 First branch under CBS (Core Banking Solution) started operation at Bangalore. 1991 First Specialised Industrial Finance Branch opened at Mumbai. 1995 First Specialised Housing Finance Branch opened at Mangalore. in Doha 1984 Took up management of Musandam Exchange Co. in Muscat. 2000 First Specialised Capital Market Services branch opened at Mumbai. 31 . 1983 Took up management of Al Shabei Finance and Exchange Co. Mumbai.1999 from more than 4 lakh shareholders.8. 1999 Bank raised Capital of Rs. Bangalore and Manipal. Opened a branch at Port Blair in Andaman and Nicobar islands 1970 First Staff Training College started at Head Office 1971 First specialised branch in Foreign Exchange opened at Delhi.1969 Bank had 306 branches at the time of nationalisation of which 66% were in Rural and Semi Urban centres.

2004 Bank ties up with United India Insurance Co. 2006 2000th Branch of SyndicateBank opened at Tondiarpet. Chennai on 23.250 Crore and the issue was oversubscribed by 29.2003 Bank enters into MOU with Bajaj Allianz for distribution of Life Insurance products. 2005 ank approached the Capital Market with Rs. 2005 Amalgamation of 4 Regional Rural Banks of Karnataka to form Karnataka Vikas Grameena Bank with Head Office at Dharwad.2006. Bagalkot.275 times. for distribution of NonLife Insurance products 2004 Utility bill payment services through Internet banking introduced. 2006 500th Branch of SyndicateBank in Karnataka opened at Navnagar. 2003 Toll Free Voice Mail System for redressal of grievances introduced. 32 .40 through Book building route Bank collected Rs.03. 2006 Bank signs MOU with M/s. 2005 Implementation of Venture Capital Scheme of SMALL FARMERS AGRIBUSINESS CONSORTIUM (SFAC) Entered into MOU with SFAC for promoting of investments in Agri-business products. 2005 Introduced On-line reservation of Railway Tickets through Indian Railway Catering & Tourism Corporation Ltd. (IRCTC) for Internet banking customers of our Bank. for making Syndicate Institute of Bank Management (SIBM) a center of excellence of global standards and provide quality management education..CMC Ltd. Ltd.5 Crore equity shares at a premium of Rs.

Sri P Chidambaram on 24.2006. Sikkim on 27.2007. a wholly owned subsidiary of SyndicateBank & 525th CBS Branch by Hon'ble Union Minister of Finance. the 1st BPO outfit of a Nationalised Bank.01. 2008 Branches opened for the first time in 6 new districts.2008.2006 at Bangalore. 2007 First Branch opened in Nagaland at Dimapur on 17.2006 Inauguration of SyndBank Services Limited.03. 2006 2006th Branch of SyndicateBank opened at Gangtok. 2006 Branches opened for the first time in 19 additional districts. 2008 Branch network expanded to all States and UTs except Manipur & Daman Diu.2007 2007 Branches opened for the first time in 13 additional districts. 2008 First Branch opened in Tripura at Agarthala on 11. 2007 First Branch opened in Mizoram in Aizawl on 29. 33 .03. 2006 First Branch opened in Arunachal Pradesh at Ita Nagar on 16th October 2006.03.03.

upgraded to ICIM 6000/40 1991 Established connectivity to SWIFT 1993 First totally computerised branch made operational at Nehru Place Delhi 1995 E-Mail facility introduced at 26 branches 1996 First Telebanking facility introduced at South Block Branch New Delhi 1996 First ATM installed at Gandhi Nagar. Bangalore.Technology Initiatives of Syndicate Bank 1965 Installed first Data Processing machine at the Head Office. 1997 Bank's website launched 1998 Joined Indian Financial Network (INFINET) and VSAT Network 2001 Centralised Banking Solution (CBS) under the brand name 34 . 1985 ALPMs introduced 1987 In House Computer at H.O.

The business under CBS rose to over 95% as at 31.2008.03."Syndicat-e-banking" launched 2004 Internet Banking launched as one more Delivery Channel for CBS customers 2005 Syndicat-e-banking extended to 245 Branches/Offices as at 31.03.2006 2007 CBS Branches/Offices increased to 1508 in 801 centres and covering 91% of Bank's business as at 31.2005 covering 105 centres SyndBillPay Scheme & Excise and Service Tax payments scheme launched through Internet Banking 2006 Syndicat-e-Banking Branches/Offices extended to 529 in 212 centres as at 31.03.03. SMS Banking launched during January 2008 35 .2007 101 Branches cut over to CBS on a single day 51 ATMs commissioned on a single day 2008 CBS Branches/Offices increased to 1829 in 1033 centres.

Shri M Deena Dayalan Shri K Seetharamu Shri Ramesh L Adige Shri M Bhaskara Rao Shri AR Nagappan Shri Bhupinder Singh Suri 36 . He has assumed charge as Chairman and Managing Director of Syndicate Bank on 31st August .2009. Shri R Ramachandran Shri R Ramachandran has been appointed as Executive Director of SyndicateBank by the Government of India. He has taken charge as Executive Director of SyndicateBank on 8th October 2008. Shri Vinod Kumar Nagar Shri Vinod Kumar Nagar has been appointed as Executive Director of SyndicateBank by the Government of India. He has assumed the office on 19th December 2008.Board of Directors Shri Basant Seth Shri Basant Seth has been appointed as Chairman and Managing Director of Syndicate Bank by the Government of India.

Awards Won By The Bank Over The Years

1972 INDIAN MERCHANTS' CHAMBER AWARD for outstanding contributions towards welfare of community.

1974 INDIAN MERCHANTS CHAMBER AWARD for outstanding contribution in promotion of savings.

1975 FICCI AWARD For outstanding achievements in agriculture.

1975 LAGHU UDYOG SAHAKARI AWARD by the national alliance of young entrepreneurs for bank's significant contributions to the development of small scale industries and assistance to the young entrepreneurs through self employment clinics.

1975 INTERNATIONAL AWARD by JAYCEE INTERNATIONAL for self employment.

1975 FICCI AWARD in recognition of corporate initiative in industrial relations.

1975 CERTIFICATE OF MERIT for Bank's house journal "GIANT"

37

1976 INTERNATIONAL AWARD by JAYCEE international for outstanding contribution to the cause of the JAYCEE movement.

1977 ASSOCHAM AWARD for promotion of rural and agricultural activities of Syndicate Agriculture Foundation sponsored by the bank.

1978 INDIAN MERCHANTS CHAMBER AWARD for outstanding contribution towards welfare of the community.

1978 NATIONAL TROPHY For outstanding export performance 1981 NATIONAL INVESTMENT AND FINANCE AWARD for Priority Sector lending.

1990 CHAUDHARI CHARAN SINGH MEMORIAL NATIONAL AWARD for Rural Development.

1999 FICCI AWARD for institutional initiative in the field of "Rural Development" to RUDSETI jointly sponsored by Syndicate Bank.

2001 Banking Technology Award for innovative use of Banking Applications on INFINET awarded by IDRBT, Hyderabad.

2003 Banking Technology Award conferred on SyndicateBank by
38

IDRBT, Hyderabad for 2003.

2006 "Special Award for Use of IT for Customer Service in SemiUrban and Rural Areas", conferred by IDRBT, Hyderabad for 2006.

2006 Best Core Banking Project Award for Large Banks in 2006 awarded by The Asian Banker.

39

40

If the dissatisfaction of employees¶ goes unattended or the conditions causing it are not corrected. the supervisor. Conference among the aggrieved employee. The usual steps in grievance procedure are 1. As such it can be stated or unvoiced.GRIEVANCE Grievance is any discontent or dissatisfaction that affects organizational performance. Arbitration. Conference between top management and top union leadership. 2. or be involved in every aspect of working of the small organization. All companies whether unionized or not should have established and known grievance methods of processing grievances. 3. written or oral. the irritation is likely to increase and lead to unfavorable attitude towards the management and unhealthy relations in the organization. 41 . The formal mechanism for dealing with such worker¶s dissatisfaction is called grievance procedure. Conference between middle management and middle union leadership. and the union steward. A grievance procedure is necessary in large organization which has numerous personnel and many levels with the result that the manager is unable to keep a check on each individual. The primary value of grievance procedure is that it can assist in minimizing discontent and dissatisfaction that may have adverse effects upon co-operation and productivity. 4. legitimate or ridiculous.

Transfers. Grievance arising from Management policy: y y y y y y y Wages rate and method of wage payment. 42 . demotion and discharge. Penalties imposed for misconduct. Very tight production standards.There may be variations in the procedures followed for resolving employee grievances. Overtime and incentive schemes. Grievance arising out of working condition: y y y y y y y Poor physical work of work place. Lack of opportunities for career growth. Large organizations do tend to have formal grievance procedures involving succession of steps. Mismatch of the worker with the job. Poor relationship with the supervisor. Causes for Grievance Grievance may arise due to the following reasons : 1. Non ± availability of proper tools and machines. Promotion. 2. Variations may result from such factors as organizational or decisionmaking structures or size of the plant or company. Unplanned changes in schedules and procedures. Seniority. Failure to maintain proper discipline.

Responsibility of management. y Impractical attitude to life. y Excessive self ±esteem. Central or State Laws. Company rules and regulations. Grievance arising out of Personal Maladjustment. 4. Past practice. Grievance arising from Alleged Violation of: y y y y y The collective bargaining agreement. 43 .y y Leave. 3. Hostility towards trade unions. y Over-ambition.

Any ordinary manager redresses grievances as and when they arise. whether valid or not. whether expressed or not. Group meetings. 44 . An interview of every employee who quits the organization can reveal employee grievances. Most of the employees quit the company due to some dissatisfaction. a grievance is ³any discontent or dissatisfaction. Exit Interview. Managers can know and understand grievance with the help of the following methods: 1. believes or.EMPLOYEE GRIEVANCE Every employee has certain expectations. Great amount of care and empathy is necessary for a successful exist interview. unjust or inequitable. even feels to be unfair. A survey may be conducted to elicit the opinion of employees regarding the organisation and its management. 2. When the organization fails to do this. When an employee feels that something is unfair in the organization. he develops a feeling of discontent or dissatisfaction. which he thinks must be fulfilled by the organization he is working for. According to Julius. An excellent manager anticipates and prevents them. he is said to have a grievance.´ The best approach towards grievance is to anticipate them and take steps to tackle them before the grievances assume dangerous proportions. Opinion Surveys. arising out of anything connected with the company which an employee thinks.

In these boxes employees can drop there anonymous complaints. It implies a general invitation to the employees to informally drop in the manager¶s room any time and talk over their grievances. correctly evaluate the information provided by the aggrieved employee. It cannot. This policy is useful in keeping touch with employees feelings. Open Door Policy. therefore. (d) Top management is not familiar with the work situation in which the grievance developed. In big organizations. There are different from the suggestions boxes in which employees drop their suggestion with their names written on them. He should first of all know the grievance of his subordinate. (e) Lower level employees hesitate to enter the room of a top manager and speak freely. top managers do not have the time to meet the large numbers of employees daily. 4. 45 . 3. Gripe Boxes. But it suffers from the following limitations: (a) This policy is workable only in very small organizations. (b) Under this policy the front line superior is bypassed.periodical interviews with workers and collective bargaining sessions are also helpful in knowing employee discontent before it becomes a grievance. (c) This policy does not permit the top management to assess a superior¶s skill in handling grievance.

y Visit the work area of the grievance.In large organization. y Talk with the employee about his or her grievance. 46 Fully inform your own supervisor of grievance matters. y Hold your grievance discussion privately. In this system the managers walks through the employees. y Determine whether there were any witnesses. y Examine the grievant¶s personnel records.the grievant should definitely by there. How to handle a grievance? Do y Investigate and handle each and every case as though it may eventually result in an arbitration hearing. walking around might be preferable to open door policy. observes them and if necessary listen to their problems. give the person a good and full hearing. y Require the union to identify specific contractual provisions allegedly violated. y Comply with the contractual time limits of the company for handling the grievance. management by. y Treat the union representative as your equal. y y Don¶t y Discuss the case with the union steward alone. .

y Treat as subject to arbitration claims demanding the discipline or discharge of managers. y Give long. y Admit to the binding effect of a past practice.´ Instead. y Trade a grievance settlement for a grievance withdrawl. written grievance answers. y Deny grievances on the premise that your ³hands have been tied by management. y Relinquish to the union your rights as a manager. stick of the labour agreement. y Bargain over items not covered by the contract.y Make arrangements with individual employees that are inconsistent with the labour agreement. y Hold back the remedy if the company is wrong. y Settle grievance in the basis of what is ³fair.´ y Agree to informal amendments in the contract. 47 . which should be your only standard.

PROCEDURE OF REDRESSAL OF GRIEVANCE Arbitration Top Management Top Union Leaders Middle Management Middle level Union Leaders Front-Line Supervisors Union Representative Aggrieved Employee 48 .

otherwise they can create serious problems for the organizations. If the grievance remains unsettled it is referred to an outside arbitrator for redressal. the front line supervisor is given the first opportunity to handle grievances. In small organizations.Grievance Redressal Procedure Every organization requires a permanent procedure for handling employee grievance. A systematic procedure should. But all grievances cannot be settled here because they may be beyond the authority and competence of the supervisor. Such a procedure provides the following benefits: 49 . the industry and society. a representative of the trade union also joins the supervisor in handling the grievance. This step is essential for preserving the supervisor¶s authority. be developed to settle all grievances. If the company is unionized. Grievance handling procedure is a formal process of settling grievance and it usually consists of a number of steps arranged in a hierarchy. the top management and top union leader sit together to settle grievances involving companywide issues. therefore. Advantage of a Grievance Procedure Grievances are natural in any organization. In the second step. The number of these steps may vary with size of the organization. grievance procedure may consist of only two steps while in big organizations there may be five or six steps. As shown in the figure. These should be solved as early as possible. In the third step. the human resource officer or some middle level executive along with a high level union officer attempt to tackle the grievance.

rules and practices of the organization. 50 .y It brings grievances into the open so that management can know them and take necessary action to settle them. anxiety and dissatisfaction. become more careful. y It also stimulates confidence in employees and builds a sense of security among them. It brings uniformity in the handling of grievances. y It helps to maintain cordial relations in the industry. y Managers know that their actions can be reviewed and challenged and. y It provides the workers a formal opportunity for expressing their fears. y It helps in preventing grievances from assuming dangerous proportion. therefore. y It enables the management to know the attitudes and feelings of employee concerning the policies. y It enables both the parties to settle the grievances to their mutual satisfaction. y It serves as a check upon arbitrary and biased action on the part of management. y Such release of emotions helps to improve the morale and productivity of employees. Management can solve a grievance before it becomes a dispute. It is an orderly and expeditious means for redressal of grievances.

In order to be generally acceptable. (c) Time limits should be prescribed and rigidly enforced at each level. This can be ensured in the following ways: (a) As far as possible the grievance should be settled at the lowest level. The procedure should be in conformity with the existing law. the procedure must ensure: (a) A sense of fair play and justice to workers. workers and the union. Legal Sanctity. (d) Different types of grievances may be referred to appropriate authorities. and (c) Reasonable participation to the union. Acceptability. It should be designed to supplement the statutory provisions. Simplicity. Promptness. (b) Reasonable exercise of authority to managers. (b) There should be only one appeal. therefore be developed with mutual consultation among management. 2. The procedure may be incorporated in the standing orders or collective bargaining agreement of the organization. Wherever possible. The grievance procedure must be acceptable to all and should. The procedure should consist of as few steps as possible. 51 . the procedure should make use of the machinery provided under legislation.Essentials of a Sound Grievance Procedure 1. Information about the procedure should be communicated to the employees. Channels for handling grievances should be carefully developed. The grievance procedure must aim at speedy redressal of grievances. 4. 3. Employees must know the officers to be contacted at each level.

The working of the grievance procedure should be reviewed at periodical intervals.5. 6. This will help to ensure effective working of the grievance procedure. 52 . Follow-up. Supervisors and unions representatives should be given training in grievance handling. Training. Necessary improvements should be made to make the procedure more effective.

It consist of: 1. 1948. This law provides: (i) The employer in relation to every industrial establishment in which fifty or more workmen employed shall provide for a Grievance settlement Authority for the settlement of industrial disputes connected with an industrial workman employed in the establishment. (ii) Where an industrial dispute connected with an individual workman arises in an establishment referred to above. The Industrial dispute Act. It provides for the appointment of welfare officers in every factory wherein 500 or more workers are ordinary employed. a workman or any trade union of workmen of which such workmen is a member may refer such dispute to the Grievance settlement Authority for settlement. The Factories Act.Grievance Redressal in Indian Industry In Indian industry. The Industrial Employment (Standing Orders) Act. 1947. 2. provisions for means of redressing the workers against unfair treatment or wrongful exactions by the employer or his agents or servants. legislative framework only indirectly deals with the redressal of individual grievances. 53 . 1946. among other matters. 3. It provides that every establishment employing 100 or more workers should frame standing orders which should contain. The provision of this Authority shall be in accordance with rules made in that behalf. These officers are generally entrusted with the task of dealing with grievances and complaints. adequate attention has not been paid to the settlement of grievances.

(iv) No reference shall be made to Boards. Courts or Tribunals of any dispute referred in this section unless such dispute has been referred to the Grievance settlement Authority concerned and the decision of the authority is not acceptable to any of the parties to dispute. 54 .(iii) The Grievance settlement Authority shall follow such procedure and complete its proceedings within such period as may be prescribed.

 Note the supervisor¶s respondent obligation under the grievance procedure.Guidelines When processing grievances. there are several important guidelines to consider:  Check the grievant¶s title and employment status to determine if he / she are included in a union eligible classification.  Prepare a written response including the reason for the decision and provide a copy to the grievant. 55 .  Review all policies or other information related to the grievance.  Review the requested solution to the grievance. Determine if the relief sought is beyond a supervisor¶s authority to grant.  Grievance materials should be maintained in a separate file from either personnel files or records.  Conduct a thorough investigation of the allegations.

y Always ensure that managers have adequate time to be devoted to the complainant. 56 . the policy and the procedures clearly in the grievance handling procedure. y Be aware of the staff member's potential concerns to the possible repercussions of raising a grievance. y Try to let employee present their issues without prejudging or commenting.Precautions and Prescriptions The management should take care of following aspects to develop a culture of trust and confidence upon the employees. collected during the course of the meeting. y Don't make threats manage the grievances. cool. which disturb the system. y Do use a positive. friendly ways to resolve the crisis than punitive steps. y Do remain calm. y Always ensure that the managers involved in the grievance handling procedures have a quiet place to meet with the complainant. y Explain manager's role. y Always focus on the subject of the grievance than allied issues. y Never make use of allegations against personalities. y Fully explaining the situation to the employee to eliminate any misunderstanding and promote better acceptance of the situation complained of.

y Take all possible steps to ensure that no victimization occurs as a result of the grievance being raised. sensitive and confidential communication between all involved. y y Eliminating the source of the irritation or discomfort being complained of. y Don't "horse trade" or swap one grievance for another (where the union wins one. y Try to look upon the problem on different angles for appropriate understanding. y Do listen for the main point of arguments and any possible avenue to resolve the grievance. y Ensure effective. belligerent. Each case should be decided on its merits. 57 . or hostile during grievance handling procedure. y Listen and respond sensitively to any distress exhibited by the employees. management wins one). which means they must exclude themselves if there is any bias or conflict of interest.y Don't become angry. y All parties are heard and those who have had complaints made against others are given an opportunity to respond. Reassure them that the managers will be acting impartially and that your hope is to resolve the matter if possible. y The investigator or decision maker acts impartially.

y Ensuring that there is proper investigation of the facts and figures related the problem under concern. 58 . y Ask the staff member their preferred resolution option. although it is important to make it clear that this may not be a possible outcome. y Be aware of the limits of authority of the person who involved in the grievance handling procedures.

y OBJECTIVES OF THE STUDY y SCOPE OF THE STUDY 59 .

 To identify whether the grievance handling system leads to a favorable attitude towards the management  To identify that the grievance handling system leads to a mutual understanding between workers and the management  To know the level of satisfaction towards the grievance handling procedure of the organization  To identify the factors influencing the effectiveness of handling in the organization the grievance 60 .OBJECTIVES OF THE STUDY  To identify whether the employees are aware of the grievance handling mechanism.

SCOPE OF THE STUDY y The project throws light on need for Grievance handling mechanism and this study facilitates the management for further improvement on the same. 61 . y This study will be useful when similar kind of research is undertaken.

62 .

O p e n fra me d d is c us s io n w i t h e mp lo ye e s . As s uc h t he re s e a rc h d e s i g n a p p ro p ria t e fo r s uc h s t ud ie s mus t b e fle x ib le e no u g h t o p ro v id e o p p o rt u n it y fo r c o ns id e r i n g d i ffe r e nt a s p e c t s o f a p ro b le m u nd e r s t ud y. The ma j o r e mp ha s is i n s uc h s t ud ie s is o n t he d is c o ve r y o f t he id e a s & fru i t fu l re le va nt i n fo r ma t i o n. B ) SE C O N D A R Y D AT A : I ha ve a ls o us e d t he s e c o nd a r y d a t a . The me t ho d o f s t ud y a d o p te d b y me is t o t a l l y is t o i nc re a s e & t o ga t he r t he mo re i n fo r ma t io n re ga rd i n g t h is re s e a rc h. fo r a s t ud y l ik e t h is re s e a rc h p ro j e c t is a mo s t i mp o rt a nt p a rt . 63 . Th is is o n l y me t ho d t o me a s ure a t t it ud e & mo t i va t io n d ire c t l y.RESEARCH METHODOLOGY R e s e a rc h M e t ho d o lo g y. w hic h i nc l ud e d t he w rit t e n d o c u me nt o f t he ma n y b a nk s .T h is me t ho d w a s a d o p t e d b e c a us e it he lp e d i n s e c u r i n g d e t a i l i n fo r ma t io n fro m a s a mp le o f re s p o nd e nt s . METHODS OF DATA COLLECTION: (A) PRIMARY DATA: Su r ve y me t ho d -. The i n fo r ma t io n re c e i ve d fro m t he re s p o nd e nt s is re c o rd e d o n a fo r m c a l le d t he q ue s t io n na ire .

SAMPLING PLAN: Sample Design Sample Element Sample Size Sample Test Sample Media Sampling Method : Employees at SYNDICATE BANK. : 35 samples : Percentage Method : Questionnaire : Simple Random Sampling 64 .IN TER N E T PAP ER S & R EC O R D S BO O KS T he d a t a c o lle c t e d fro m t he a b o ve me nt io ne d s o urc e s he lp e d me in ge t t i n g i n fo r ma t io n a b o ut t he ³ EM PLO Y E E G R IEV AN C E H AN D LIN G ´ .

65 .

3 35 100 Inference: From the above table it is inferred that 25.3% are between the age group 31 & above.I. Distribution of respondents based on age Distribution of respondents based on age 26-30 26% 31 & above 74% 66 . Age Frequency Percentage 1 2 26-30 31 & Above Total 9 26 25.Distribution of respondents based on age S.7 74. No.7% of respondents are between the age group 26-30 and 74.

No. 2 Under Graduate 10 29. 29% of respondents are under graduate and 57% are post graduate.0 3 Post Graduate Total 20 57.Distribution of respondents based on qualification SI. 1 Qualification Higher Secondary Frequency Percentage 5 14.0 35 100 Inference: From the above table it is inferred that 14% of respondents are qualified up to higher secondary. Distribution of respondents based on qualification qualification Higher Secondary 14% Post Graduate 57% Under Graduate 29% 67 .

Distribution of respondents towards awareness of committees Sl.0 Total 35 100 Inference: From the above table it is inferred that 100% of respondents are aware of the various committees that are framed for redressing their grievance.No Awareness of Frequency Percentage committees 1 Yes 35 100. Distribution of respondents towards awareness of committees various committee 120 100 80 60 40 Percent 20 0 yes various committee 68 .

No. Real basis Frequency Percentage 1 strongly agree 20 57.Distribution of respondents towards real basis of identification of their grievance Sl. Distribution of respondents towards real basis of identification of their grievance real absis identified strongly agree agree 43% 57% 69 .9 Total 35 100 Inference: From the above table it is inferred that 57.1% of respondents strongly agree that real basis is identified and 42.9% of respondents agree that real basis is identified.1 2 Agree 15 42.

Distribution of respondents regarding to the complaints to the higher authority listen patiently % 100% 70 . Complaint to higher authority Listen patiently Total No. of respondents Percentage 1 35 100 35 100 Inference: From the above table it is inferred that 100% of respondents are satisfied that his grievance listen patiently by the higher authority.Distribution of respondents regarding to the complaints to the higher authority SI No.

Distribution of respondents regarding Temporary relief temporary relief 60 50 40 30 20 Percent 10 0 yes no temporary relief 71 . of respondents 19 16 35 Percentage 1 2 54.3% of respondents state that they are being provided with temporary relief and 45.7 100 Inference: From the above table it is inferred that 54.7% stating they are not being provided relief. No Temporary relief Yes No Total No.Distribution of respondents regarding Temporary relief Sl.3 45.

Distribution of respondents towards mechanism followed resolves grievance or not SI No. Mechanism No. of Resolve respondents grievance or not Yes Total 35 35 percentage 1 100 100 Inference: From the above table it is inferred that 100% of respondents agree that mechanism resolves grievance Distribution of respondents towards mechanism followed resolves grievance or not mechanism resolves grievance 1 100% 72 .

Distribution of respondents regarding whom they redress for grievance to whom to redress head office regional office union member 73 .

43 2 No 17 48.57% of respondents say that not maintained the record of grievance.No. Distribution of respondents towards the maintaining the record of grievance maintain the record of grievance yes no 49% 51% 74 .57 Total 35 100 Inference: From the above table it is inferred that 51. Maintain No.43% of respondents say that maintaining the record of grievance and 48.Distribution of respondents towards the maintaining the record of grievance Sl. of the record respondent of grievance Yes 18 Percentage 1 51.

go to court yes no 26% 74% 75 . of respondent Percentage 1 Yes 26 74.No.Distribution of respondents towards in case of his grievance not redressed go to court or not Sl.29% of respondents say that in case of his complaint is not redressed go to court and 25.71% of respondents say not go to court. Go to court No.29 2 No 9 25.71 Total 35 100 Inference: From the above table it is inferred that 74.

76 .

57% of employees are qualified up to post graduate. 8.3% of respondent¶s state that they are being provided with temporary relief until final decision is taken. 74. 100% resolve process of grievance is in the bank. 100% of employees are aware of the various committees that are framed for redressing their grievance. 74. 54. 2. 10. 100% of respondents are aware of the various committees that are framed for redressing their grievance. 51. 6.1% employees are satisfied of real basis of identification of their grievance. 7.2%respondents towards in case of his grievance not redressed go to court.43% employees maintain the record of grievance. 11. 4. 57. 100% employees supported the process of grievance to the higher authority.FINDINGS OF THE STUDY 1. 3. 5. 77 .3% of the employees are the age group 31 & above. 100% employees redress to various authorities. 9.

78 .

and disciplinary cases should be analyzed since they reveal the general patterns that are not apparent. Accident rates. Temporary relief can be provided so that the delay does not increase his frustration and anxiety and thereby not affecting his / her morale and productivity. 4. 79 .SUGGESTIONS AND RECOMMENDATIONS 1. Open door policy can be used. The barriers that exist between the various categories are to some extent broken by personal contact and mutual understanding. 7. 2. This brings the problem or conflict of interest to light. Resignations. Suggestion boxes can be installed. Informal counseling helps to address and manage grievances in the workplace. Requests for transfers. Everyone should be informed of company¶s goals and expectation including what is expected from each individual. 3. 6. responsibilities should be as clear as possible. Job descriptions. Conflict management in the organization will be helpful to reduce the number of grievance rates. 5.

80 .

The suggestions and recommendations when implemented will still more benefit the organization.CONCLUSION The study reveals that the Grievance handling mechanism is satisfactory. 81 . Further improvements can be made so that all members are highly satisfied with the procedure. The organization is recognizing the importance of satisfying the employees and retaining them.

82 .

Age: i.QUESTIONNAIRE ³A study of Grievance Handling Procedure in Banks with Special Reference to Syndicate Bank.19-25 iii.Under graduate [ ] ] ii. Educational qualification: i.Female [ ] 3. Gender: i. Agra´ 1.Post graduate [ [ ] ] 5.Diploma iv.Male [ ] ii.31 and above[ [ ] ] ii.26-30 [ ] 4. Name: 2. What are the various causes of grievances 83 .Higher secondary[ iii.

If yes for above question kindly list out the various committees available.No [ ] 7. Is the real basis of your problem identified? iStrongly agree [ ] ii. provision act [ -Various bipartite settlements [ ] ] 6. training. In case the grievance has to be immediately redressed to whom do you communicate? 10.Yes [ ] ii.Yes [ ] ii. transfer.Agree [ ] 84 .No [ ] 9. 8. promotion [ (iii)Non adherence of various labor laws such as: -Industrial dispute act [ -Bonus act [ ] ] ] -Maternity benefit act[ -Gratuity Act [ ] -Provident fund and misc. Are you aware of the weekly/monthly meetings of the various committees which are being held? i.(i)Working condition [ ] ] (ii)Partial treatment in placement. Are you aware of the various committees that redress the grievance? i.

Is importance given to what is right rather than who is right? i.Yes[ ] ii.Strongly disagree[ ] 11.Does not listen at all[ [ ] ] ii.Does not inform at all [ ] ] ii.Seldom being informed [ ] 14. Is there a positive and friendly approach during grievance handling? i.Shouts at you[ ] 12.Yes[ ] ii.No[ ] 85 .Yes[ ] ii.iii.Very often being informed[ iii.No[ ] 13.No[ ] 16. Does your higher authority listen when your grievance is presented? i. Is there any temporary relief provided until proper decision is made so that it does not raise any adverse effects within the organization? i.No[ ] 17.Yes[ ] ii.No[ ] 15. Is an atmosphere of cordiality and co-operation facilitated through mutual discussion and conference? i. Is there regular follow up to ensure that the right decision has ended up in satisfaction? i.Listens patiently iii.Disagree [ ] iv.Yes[ ] ii. Are you constantly informed on what is being done about your grievance? i.

What are various adjudication machinery available to you for redressal of your grievance? 86 .Yes[ ] ii.Yes[ ] ii.No[ ] 19.No[ ] 20.Not kept confidential[ ] 21. No[ ] 23.Highly confidential[ ] ii.18. If the grievance is not redressed even by highest authority.Yes[ ] ii.Yes[ ] ii. If the decision is not satisfactory are you given opportunity to take it to higher officials? i. Are the matters relevant to the grievance kept confidential? i. Do the various committee members actively engage in resolving your problem? i. do you have option to go to court: i. Are proper records maintained on each grievance? i.No[ ] 22.

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BIBLIOGRAPHY HUMAN RESOURCE MANAGEMENT -.scribd.B. GUPTA HUMAN RESOURCE AND PERSONNEL MANAGEMENT--ASWATHAPPA WEB SITES: www.C.in www.syndicatebank.com 88 .google.com www.

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