Professional Documents
Culture Documents
5. WESTERN COALFIELDS 12
LIMITED (WCL)
7. GRIEVANCE HANDLING 17-29
PROCEDURE
8. THE GRIEVANCE PROCEDURE 30- 36
9. EMPLOYEE COUNSELING 37- 41
SESSION
10. BENEFITS OF A GRIEVANCE 42
HANDLING PROCEDURE
Chapter 1
0
INTRODUCTION
which an employee experiences about his job and its nature, about the
Grievances take the form of collective disputes when they are not resolved. Also
they will then lower the morale and efficiency of the employees. Unattended
The manager should immediately identify all grievances and must take
appropriate steps to eliminate the causes of such grievances so that the employees
1
essential part of personal management. The managers should adopt the following
resolved. Training must be given to the managers to effectively and timely mange
a grievance. This will lower the detrimental effects of grievance on the employees
grievance put forward by the employee as manifestation of true and real feelings
eager to look into the complaint impartially and without any bias. This will create
facts explaining the grievance’s nature. A record of such facts must be maintained
of the grievance.
of actions should thought of to manage the grievance. The effect of each course of
action on the existing and future management policies and procedure should be
2
6. Execution and review- The manager should execute the decision quickly,
ignoring the fact, that it may or may not hurt the employees concerned. After
implementing the decision, a follow-up must be there to ensure that the grievance
it redresses the grievance to mutual satisfaction of both the employees and the
2015, India had estimated coal reserves of 306.6 billion metric tons (338.0 billion
short tons), the fifth largest coal reserves in the world. India is the fourth largest
Due to high demand and poor average quality, India is forced to import high
quality coal to meet the requirements of steel plants. India's coal imports have
3
Coal Mining
Coal mining in India had primarily been a private sector enterprise. This changed
in September 1956 when the Government of India established its own coal
Railways formed the nucleus of NCDC. This was to fulfill the fast growing
through 5-year Plans of the Government. In the same year, Singareni Colliery
Company, which was operating in Andhra Pradesh since 1920, was also brought
under government control when the Central Government and Andhra Pradesh
12 coke-ovens running in the private sector, excluding those held by TISCO and
IISCO for their captive use. On 1 January 1972, a new Government company
Bharat Coking Coal Limited (BCCL) was formed to take control of these
nationalized mines and coke-ovens. Next year on 30 January 1973, all the
remaining 711 non-coking coalmines of the country in private sector were also
nationalized. 184 of these mines were handed over to BCCL, and remaining 527
were handed over to a newly opened department Coal Mines Authority. 4 months
later on 14 June 1973, this department was converted into a separate Government
company CMAL. NCDC, earlier formed in 1957, was merged with CMAL, and
was also handed over to CMAL. CMAL started functioning with its 4 divisions,
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viz, Eastern Coalfields, Central Coalfields, Western Coalfields, and Central Mine
By 1973, all coking coalmines were under BCCL, which was functioning as a
the Ministry of Steel and Mines; and all non-coking coalmines were under
CMAL, which was under Department of Mines of the Ministry of Steel and
Mines. For better control, both BCCL and CMAL were brought on 11 October
1974 under the Department of Coal (now an independent Ministry) of the newly
sector. All the 4 Divisions of CMAL were given the company status, and were
brought under CIL along with BCCL. 45% share-holding of the CMAL in
Singareni Collieries Company was also transferred to CIL, and CMAL was
closed.
Thus, CIL started functioning in 1975 with 5 subsidiary companies under it.
These were Bharat Coking Coal Limited (BCCL), Eastern Coalfields Limited
and Central Mine Planning & Design Institute Limited (CMPDIL). In due course
of time, 3 more companies were formed under CIL by carving out certain areas of
CCL and WCL. These were Northern Coalfields Limited (NCL), South-eastern
5
Pursuant to the Fuel Policy of 1974, CIL also started the construction of India's
renamed as Dankuni Coal Complex, and is one of the only operational Coal Gas
plant of this kind in the World. Dankuni Coal Complex has been incurring heavy
loss due to the Greater Calcutta Gas Supply Company (Previously known as
Oriental Gas Co.) giving non-remunerative price and fixing them unilaterally.
Plant.
Government of India held 100% equity of CIL from 1975 till 2010.
6
Chapter2
OBJECTIVE OF THE STUDY
Chandrapur.
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Chapter 3
RESEARCH METHODOLOGY
Looking at the importance of Western Coalfields Limited, there was a felt need to
address the issue of grievance handling procedure for employees of WCL. Both
primary and secondary data has been used for the research purpose. Secondary
data was collected from various sources including internet and books. Area survey
refused to be the part of the survey and 20 of them gave incomplete response. A
challenges that they faced and they also made suggestions as to how this process
could become more effective. Telephonic interview and exchange of emails was
also done in some cases for follow up questions to clarify their point on the
matter. The responses from the HR department were noted on paper on extensive
manner and transcribed at the earliest possible time after the interviews. Various
tactics were used to draw meaning from the data, contrast and comparisons,
checking results with respondents. The result of this entire process is presented in
8
DATA ANALYSIS:
Sampling unit:-
Sampling technique:-
Sample size:-
1. Chi square Test:- The Chi square formulae used on these data is
Where
X2 – is Chi square.
Simple percentage analysis was used by the research for analyzing and
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Chapter 4
REVIEW OF LITERATURE
Literature reviews that for a real grievance to have occurred there must have been
a violation of an employee's rights on the job. Also, it must have been the
employer or one of his/her agents -- like a supervisor or manager who has violated
involve the employer in some way, you may still have todeal with it, but it won't
concerns, there are recognized procedures that are applied by the organization in
detailing every inch of the problems. The grievance procedures are part in the
specified area of labour in which the main concept is to implement the system
regarding the various concerns and complaints. People are important for the
business leaders and managers, and to minimize the conflicts and other problem
within the workplace, they have to handle the issue with fair treatment.
Historically, the grievance procedures can formulate the positive outcomes and
contribute to for the effectiveness of the management. This can be another tool for
procedures, and administrative policies that can cause the employee's complaints
resolutions. The comparison of the female and male employees has difference
10
Mostly, women are anticipated in seeking justice but are lacked in the access in
networks that are necessary towards the resolution. Meanwhile, the men are
hesitant to embrace the formality of the grievance procedures for they were
statement of terms and conditions. They must also grant \employees the right of
steps in handling the grievance which can be also applied in the process of the
organizations. Firstly and maybe the most important, is to let the person or the
people stand up and speak on what are the things they believed is wrong.
Everybody has a right to be heard, and with the open communication, the problem
can be easily resolved (Hardeman, 2004). For many years universities have
enjoyed a strong position at the heart of the global economy of knowledge, and
business schools have been one of the major success stories in higher education
over the last 40 years. But, in the view of limited quality faculty pool in the
Management Circles in India, little has been done to keep them engaged through
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Chapter 5
Coal. The Company incorporated under the Companies Act, 1956 has its
registered office at Coal Estate, Civil Lines, Nagpur–440001. WCL has been
about 6.7% of the national coal production during 2014-15. It has mining
Electricity Boards are major consumers of its coal along with cement, steel,
firm has set up three new coal projects of 7 MT per annum capacity during 2014-
15 and has set a target to establish 10 new coal projects of 16.62 MT per annum
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Chapter 7
from different age, nationality, gender, ethnic and religious background. In such
productivity. With employees being more Internet savvy and the popularity of
social media, such unhappiness may also be publicized on social media plat forms
such as Facebook and Twitter. Such negative publicity can affect the employers’
some cases, such grievances can also lead to expensive and time consuming
resolved to the absolute satisfaction of either party. In most situations, the most
reasonable solution is a compromise with both parties adopting a “give and take”
but the maintenance of industrial harmony between the employee and employer.
13
This handbook offers practical tips and brings employers through the entire
The roots of a grievance can be real or imaginary. For instance, grievances based
on real or actual activities and events may include receiving information and data
that are inaccurate or when employees are unhappy when there is a wage cut. The
roots of grievances can also be imaginary, for example, a supervisor may feel the
supervisor fails to communicate his intention, the employee may perceive the
supervisor’s conduct as intrusive and overbearing. On the other hand, the other
colleagues may perceive that the supervisor is exercising favouritism and being
whether expressed or not, whether valid or not arising out of anything connected
14
with the company which an employee thinks believes or feels to be unfair, unjust
or inequitable.”
7.3Causes of Grievances
An employee is dissatisfied and harbors a grievance when he feels there has been
an infringement of his rights that his interest has been jeopardized. This sense of
1) Concerning Wages:
Demand for individual adjustment; the worker feels that he is not paid fully.
Complaints about incentives; piece rates are too low or too complicated.
2) Concerning supervision:
supervision are used; there are too many rules; regulations are not clearly posted.
15
4) Collective bargaining:
The company is attempting to undermine the trade union and the workers who
belong to that union; the contract with labor force has been violated; the company
The company does not allow the supervisors to deal settle the grievances of the
employees.
The company disregards the agreements already arrived at with the workers or
5) MANAGEMENT POLICY
5. Leave.
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Grievances at the workplace must be based on the foundation of employer
employees are connected with the employment or non-employ mentor the terms
person;
When employees express their grievances about their difficulty working with a
specific employee, the employer has to deal with their grievances because that
employee’s behavior affects work discipline and work relations of all parties.
Employment
This is the state of being employed and grievance can arise from dissatisfaction
non-employment
This is a state of not being employed. Employee grievances can be triggered when
managed or administered.
terms of employment
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transfer of employment
The Industrial Relations Act refers to the definition found in the Employment Act
1946, where
The common employee grievances that occur in such cases are the unhappiness
and uncertainty of having to work under a different employer, and doubts as to whether
Employee grievances of this nature would relate to safety and health conditions,
1) Exit interview
Interviewing employees who have decided to quit the company could reveal a lot
about what is not visible to the naked eye. These are very useful as the company
can come to know what problems are been faced by the employees.
2) Opinion surveys
A survey could be undertaken to find out how employees feel about the company
3) Gripe boxes
18
Gripe boxes may be kept at prominent locations in the factory for lodging
anonymous complaints pertaining to any aspect relating to work. Since the person
lodging the complaint need not reveal his identity he can reveal his feelings of
This is a kind of walk in interview or meeting with the manager when the
employees can express his feelings about any work related grievance. The
manager can cross check the details of the complaint through various means at his
disposal.
5) Observation
In this grievance identification technique grievances are not heard from the
constantly tracks the behavior of the employees working under him. If he comes
due to carelessness or he/she is quite often absent then they infer such an
employee has some serious grievances which needs immediate action and
remedy.
7.6Types Of Grievances
In the workplace, there are only two types of grievances: the General Grievance
1) General Grievance
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The General Grievanceis a grievance that affects a group of employees.
2) Individual grievances
far from correct. Although the HR Practitioner has apart to play, the handling of
For instance, the Chief Executive Officer (CEO) should play the leading role in
20
misunderstanding. Failure to do so may lead to a high labour turnover or a
allow employees ample time to prepare themselves and consider their options.
would first meet and share information with the Trade Union Official and
union represents all employees within the scope of the collective agreement, in
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Management should accept the Trade Union’s assistance in communication
Trade Union.
“WECURO”;
Well-timed
Information shared should be well-timed, not “too little” and not “too late”.
Management should be quick in dealing with any hint of trouble before it gets out
Effective
through the most effective channel. When seeking feedback, a dialogue session is
Consistent
Up-to date
The Management Team should always be up-to-date in the latest news or events
relating to the specific situations. By being informed, they will be able to handle
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Regular
Management Team has no hidden agenda and helps to build trust. Trust is an
Open-minded
The handling of Individual Grievances begins the moment the employee raises the
Handler (GH) would not be prepared for the meeting. The GH will only be able to
the GH will have to listen, record the grievance and follow up on the matter.
preparation before the meeting. Besides studying what has been written in the
employee and the issue relating to the grievance. For example, if the grievance is
about being sidestepped in a promotion exercise, the GH would need to have the
properly:
23
The organization’s Promotion Policy and Procedure – selection criteria
organization’s HR policy
In sharing information and assisting the GH, the HR department shouldstress that
then set the date, time and venue for a meetingwith the employee. For a
Begin the meeting with pleasantries and simple courtesy like an offer of
refreshments, and some small talk before going straight into the main issue.
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Problem solving attitude
Responsible
The GH should ensure that all matters relating to the employee and the grievance
Active Listening
The GH should not be just a good listener but should practise active listening. He
should seek to understand, interpret, and evaluate what he hears. He must exercise
empathy and try to understand the feelings ofdissatisfaction and distress that the
Careful
The GH needs to be particularly careful when taking notes during the meeting. To
ensure there are no discrepancies. Note taking is also important for follow-up
work.
Light-hearted
GH.
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Chapter 10
5. It saves employers time and money as solutions are found for workplace
problems.
6. Enables the management to know the pulse of its employees by learning about
their feelings and opinions and about the policies and practices of the organization.
8. Provides clues about the behavior and attitude of the managers and supervisors
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Chapter 11
There are three important legal provisions that specify the rules relating to the
Clause 15 of the model standing orders in schedule 1 of the industrial employment act
makes it mandatory for every establishment employing 100 or more workers to have
his union may refer such a dispute to the grievance settlement authority for
settlement.The grievance settlement authority in the due timeframe shall proceed the
There shall be no reference of any dispute to boards, courts or tribunals unless and
until such a dispute was considered by the grievance settlement authority to reach a
decision and the decision so reached became unacceptable to any one of the parties of
the dispute.
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3. The Factories Act, 1948
Section 49 of the factories act makes it necessary the appointment of a welfare officer
in every factory that employs 500 or more workers. These officers are actually
Address:-
Ministry of Coal, Fifth floor, Lok Nayak Bhawan, Khan Market, New Delhi
Contact details:-
Email:-advisor.moc@nic.in
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Chapter 13
Data Analysis
1 Yes 71%
2 No 29%
Total 100%
29%
Yes
No
71%
Interpretation:
In the above given data around 71% of the surveyed employees agree that the
Grievance Handling Procedure taken out properly in WCL, Chandrapur While 29%
of the surveyed employees not agree that Grievance Handling Procedure not taken by
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Q2. Employees get satisfied from grievance handling procedure taken out by
committee?
1 Yes 71%
2 No 29%
Total 100%
Satisfaction
80%
70%
60%
50%
40%
71%
30%
20%
29%
10%
0%
Yes No
Interpretation:
In the above given data around 71% of the surveyed employees agree that they get
While 29% of the surveyed employees not agree that they get satisfaction from
30
Q3. Grievance arises due to salary?
1 Yes 68%
2 No 32%
Total 100%
32%
No
68%
Yes
Interpretation:
In the above given data around 68% of the surveyed employees agree that the
Grievance arises due to salary While 32% of the surveyed employees not agree that
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Q4. Grievance arises due to workload?
1 Yes 67%
2 No 33%
Total 100%
Interpretation:
In the above given data around 67% of the surveyed employees agree that the
Grievance arises because of workload While 33% of the surveyed employees not
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Q5. Grievance arises due to additional work?
1 Yes 68%
2 No 32%
Total 100%
70%
60%
50%
40% 66%
30%
34%
20%
10%
0%
Yes No
Interpretation:
In the above given data around 66% of the surveyed employees agree that the
Grievance arises due to additional work they have to perform While 34% of the
surveyed employees not agree that Grievance not arises due to additional work.
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Q6. Grievance arises due to work environment?
1 Yes 34%
2 No 66%
Total 100%
Yes
34%
No
66%
Interpretation:
In the above given data around 34% of the surveyed employees agree that the
Grievance arises due to work environment present in the WCL While 66% of the
surveyed employees not agree that Grievance arises due to work environment present
in the WCL.
34
Q7. Grievance arises due to work culture?
1 Yes 34%
2 No 66%
Total 100%
34%
50%
0%
66%
No
Interpretation:
In the above given data around 34% of the surveyed employees agree that the
Grievance arises due to work culture of WCL While 66% of the surveyed employees
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Q8. Grievance arises due to social injustice?
1 Yes 14%
2 No 86%
Total 100%
Yes
14%
No
86%
Interpretation:
In the above given data around 14% of the surveyed employees agree that the
Grievance arises due to social injustice While 86% of the surveyed employees not
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Chapter 14
Findings
All the employees of WCL, Chandrapur found to be average satisfied with facilities
provided to them by WCL. They want still more focus on grievance handling
procedure. They want best committee for reducing grievances in less time period for
committee of WCL. A neat, clean and peaceful environment of the mine helps in
maintaining satisfaction and enthusiasm to perform the work among the employees of
WCL.
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Chapter 15
CONCLUSION
The present study reveals that the Grievance Handling Mechanism is average in the
grievances. Thus, talent retention becomes a problem and attrition rate becomes high.
The organization should recognize the importance of satisfying the faculties and
retaining them. Further improvements can be made so that all faculties are highly
satisfied with the management. Care should be taken in the way managers approaches
the problem and perceiving the pros and cons of the situation. Proper procedures for
concerns before they develop into disputes. They also help to identify areas for
grievances as identified by this survey must be looked into with greater concern as
they may become a major problem if ignored. Faculties must be free from these stress
boosters as it may damage their quality and performance in their lectures. The
management should take active role in this process. The cooperation from both
parties is the pre-requisite to handle the problem and effective settlement of the
grievances. Conscious use of professional self can help managers in the grievance
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Chapter 16
SUGGESTION
grievance handling cell or a committee for the faculties. The manager in- charge
should be capable to identify all grievances and must take appropriate steps to
eliminate the causes of such grievances so that the faculties remain loyal and
committed to their work. For effective grievance management the managers should
resolved. Training must be given to the managers to effectively and timely manage a
grievance. This will lower the detrimental effects of grievance on the faculties and
their performance.
forward by the faculties as manifestation of true and real feelings of the faculties.
Acknowledgement by the manager implies that the manager is eager to look into the
complaint impartially and without any bias. This will create conducive work
3. Gathering Facts- The managers should gather appropriate and sufficient facts
explaining the grievance's nature. A record of such facts must be maintained so that
39
4. Examining the causes of grievance- The actual cause of grievance should be
grievance.
actions should be thought of to manage the grievance. The effect of each course of
action on the existing and future management policies and procedure should be
6. Execution and Review- The manager should execute the decision quickly,
ignoring the fact, that it may or may not hurt the faculties concerned. After
implementing the decision, a follow-up must be there to ensure that the grievance has
redresses the grievance to mutual satisfaction of both the faculties and the managers.
It also helps the management to frame policies and procedures acceptable to the
faculties. It becomes an effective medium for the faculties to express the feelings,
40
Chapter 17
Limitation
41
Chapter 18
QUESTIONNAIRE
Name:-………………………………………………………………………………….
Email:-………………………………………………………………………………….
Mobile No.:-……………………………………………………………………………
1.Yes 2.No
Q2. Employees get satisfied from grievance handling procedure taken out by
committee?
1.Yes 2.No
1.Yes 2.No
1.Yes 2.No
1.Yes 2.No
1.Yes 2.No
1.Yes 2.No
1.Yes 2.No
42
Chapter 19
BIBLIOGROPHY
Dr. Vijay Upagade, Dr. Arvind Shende, Research Methodology, S Chand and
company ltd., Ram Nagar, New Delhi
S. N. Malhotra, Labour Problem in India, S. Chand and company ltd., New Delhi
Company Magazines, Khanan Bharati Pragati, WCL Coal Estate, Civil line,
Nagpur
www.westerncoal.nic.in
www.Easterncoal.gov.in
www.coalindia.nic.in
www.pgportal.gov.in
43
Chapter 20
Annexure
44
45
46
47
48
49
Certificate by the Examiners
Examiners :
1) ……………………………………………………
……………………………………………………
……………………………………………………
2) …………………………………………………….
………………………………………………….....
…………………………………………………….
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