Priscilla Nathaniel 18bba031a Final HR Project

DEVISE AN EFFICIENT PROCESS FOR EMPLOYEES TO SHARE GRIEVANCES
IN THE ENTERTAINMENT INDUSTRY
A Project submitted to Jyoti Nivas College in partial fulfilment of the requirement for
the award of Bachelor’s Degree in Business Administration
Submitted by
Ms. Priscilla Nathaniel
Reg. No: 18BBA031A
Under the guidance of
Mrs. Vidya HS
Faculty
Department of Commerce & Management
Jyoti Nivas College Autonomous
Bangalore
2020-21
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This is to validate that Ms Priscilla Nathaniel(Roll No. 18BBA031A), a BBA
student of Jyoti Nivas College, Bangalore, has completed a human resource
project titled ‘Devise An Efficient Process For Employees To Share Grievances In
The Entertainment Industry’ by Arka Mediaworks, in collaboration with
MentorMind, towards fulfilling academic requirements.
Name: Luvieen Alva

Title: CEO, Co-Founder
Date Signed: 30th April 2021
Registered Address: Corporate Office:

302, Nirmal Sadan, Road no.3, Mallikarjuna F1, Sri Sai Sudha Sadan, Plot 215, Kavuri Hills,
Colony, Old Bowenpally, Secunderabad, Jubilee Hills, Hyderabad, Telangana, India -
Telangana, India - 500011 500033
Website: www.mentormind.in | Email: contact@mentormind.in | Phone: +91 9000607378
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JYOTI NIVAS COLLEGE AUTONOMOUS
COLLEGE CERTIFICATE
This is to certify that this dissertation titled “Devise an Efficient Process for
Employees to Share Grievances in the Entertainment Industry’’ is a research
carried out by Priscilla Nathaniel, studying in final year BBA in Jyoti Nivas College
Autonomous, under the guidance of Mrs. Vidya HS.
This has not formed the basis for any other Degree or Diploma for any University or
Institution.
Date:09/05/2021
Place: Bangalore
Dr. Mrs. Lalitha Raman Late Dr. Sr. Elizabeth CS
Head of the Department of Principal
Commerce & Management, Jyoti Nivas College

Autonomous
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GUIDE’S CERTIFICATE
This is to certify that the dissertation titled “Devise an Efficient Process for Employees
to Share Grievances in the Entertainment Industry” is a research carried out by Ms.
Priscilla Nathaniel, under my guidance and supervision. This project is the result of her
original survey and study report. I certify that this project report has not been submitted
to any other Institution or any other University for the award of any Degree, Diploma or
Fellowship.
Date:09/05/2021 Mrs. Vidya HS
Place: Bangalore (Research Guide)
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STUDENT’S DECLARATION
I hereby declare that the project report titled “Devise an Efficient Process for
Employees to Share Grievances in the Entertainment Industry” is based on the original
study conducted by me as per the requirements of the curriculum for the degree of
Bachelors of Business Administration, for the academic year 2020-2021 and is
submitted to Jyoti Nivas College Autonomous, Bangalore. I also declare that the project
is a result of my own endeavour and has not been presented to any University or
College for the award of any degree/fellowship or similar title or prize.
Place: Bangalore PRISCILLA NATHANIEL
Date: 09/05/2021 Reg. No: 18BBA031A
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ACKNOWLEDGEMENT
I would like to thank God Almighty for all the blessings he has showered on me and for
his grace that has always been with me. I would like to thank God for the wisdom,
knowledge and understanding that He has given me which has enabled me to complete
this research project successfully. God has provided me with the opportunity to do this
research project online so that I am protected from the COVID-19 virus and I am
immensely grateful to God for that.
I would like to thank my college Jyoti Nivas College Autonomous for giving me this
opportunity to do this academic research project. I would like to thank our principal
Late Dr. Sr. Elizabeth CS for always encouraging us to ‘Let our Light Shine’ in all that
we do in college. The BBA department has been very understanding and patient when
we went to them with our problems. I would like to thank our HOD Mrs. Grace Samuel
for her constant support and coordination without which completing the entire project
successfully would have been next to impossible.
I would like to thank my college mentor Mrs. Vidya HS for her guidance and advice on
every topic. Ma’am would always double check my work to make sure that I have
incorporated all the relevant information. Ma’am always made sure that all my doubts
were cleared and would still ask me to contact her in case I have trouble with any of the
topics.
I would like to thank my parents for providing me with all the required resources and
for just being there for me throughout this research project. They even contributed to
some of the ideas that I have incorporated in my research project. They would always
tell me to focus on my academic project as it would help me in learning about the work
environment.
I would also like to thank my mentors from MentorMind, Prakirti Sir and Megha
Ma’am for their encouragement and patience. They would always clear my doubts
whether it is during the mentor session or via the chat box. They would patiently
explain it again.
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Last but not least, I would like to thank all respondents for taking time off their busy
schedule to fill my survey. Their help has enabled me to do an analysis & interpretation
of the data I had collected. Without them I wouldn’t have been able to complete my
research project.
Date: 09/ /2021 Priscilla Nathaniel
Place: Bangalore 18BBA031A
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TABLE OF CONTENTS
Ch.No. Contents Page No.
I Introduction 1 – 28
II Research Design 30 - 35
• Need/Importance 30
• Goals/Objectives 31
• Scope of the study 31
• Research Methodology 32 -33
• Limitations of the research 34
• Chapter Scheme 35
III Company Profile & Industry Profile 37 – 48
IV Data Analysis & Interpretation 50 – 80
V Findings, Suggestions & Conclusion 82 - 89
• Findings
• Suggestions
• Conclusion
VI Annexure
VII Bibliography
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LIST OF TABLES
Table Contents Pg. No.

No.
4.1 Table showing the age of respondents 50
4.2 Table showing gender of respondents 51
4.3 Table showing highest level of education completed by 52
respondents
4.4 Table showing marital status of the respondents 53
4.5 Table showing monthly income of the respondents 54
4.6 Table showing no. of employees who have approached 55
the grievance cell for their personal problems
4.7 Table showing responses to the statement: Managers 56
play a key role in addressing employee grivances
4.8 Table showing responses to the statement: The 57
company is responsible for a formal grievance redressal
process for its employees
4.9 Table showing responses to the question: Are you 58
aware about the grievance handling procedure in your
organisation?
4.10 Table showing responses to the statement: After the 59
management has redressed the problems, the employees
are satisfied
4.11 Table showing responses to the statement: Managers 61
are understanding and show empathy towards the
employees coming to them with their problems
4.12 Table showing responses for the statement: The 62
management makes all efforts to dispose off all
grievances
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4.13 Table showing responses for the statement: When 63
employees are satisfied performance improves
considerably
4.14 Table showing responses for the statement: Grievance 65
handling procedure is quite a tedious process
4.15 Table showing responses for the statement: An 66
employee’s immediate manager…he/she has a
grievance
4.16 Table showing responses for the statement: After the 67
grievance has been redressed…you are satisfied with
the solution
4.17 Table showing responses for the statement: Efficient 68
grievance redressal procedure…employees & the
company
4.18 Table showing responses for the statement: When it 70
comes to group grievance…as it concerns many
employees
4.19 Table showing responses for the statement: The 71
management ensures confidentiality when it comes to a
sensitive grievance
4.20 Table showing responses for the question: Does the 73
grievance redressal cell serve the purpose for which it
has been set up?
4.21 Table showing responses for the statement: A good 74
grievance redressal system…sensitive to their
employee’s problems
4.22 Table showing responses for the question: On a scale of 75
1 to 5, how understanding is your manager when you
take your grievance to him?
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4.23 Table showing responses for the question: Does the 76
management gather all relevant facts about your
grievance
4.24 Table showing responses for the statement: Grievance 77
redressal is one of the major components of job
satisfaction
4.25 Table showing responses for the question: On a scale of 79
1 to 5, how would you rate the solutions given at the
end of the grievance redressal
LIST OF GRAPHS
Graph Contents Pg. No.

No.
4.a Graph showing age of the respondents 50
4.b Graph showing gender of respondents 51
4.c Graph showing highest level of education completed by 52
respondents
4.d Graph showing marital status of the respondents 53
4.e Graph showing monthly income of the respondents 54
4.f Graph showing no. of employees who have approached 55
the grievance cell for their personal problems
4.g Graph showing responses to the statement: Managers 56
play a key role in addressing employee grivances
4.h Graph showing responses to the statement: The 57
company is responsible for a formal grievance redressal
process for its employees
4.i Graph showing responses to the question: Are you 58
aware about the grievance handling procedure in your
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organisation?
4.j Graph showing responses to the statement: After the 60
management has redressed the problems, the employees
are satisfied
4.k Graph showing responses to the statement: Managers 61
are understanding and show empathy towards the
employees coming to them with their problems
4.l Graph showing responses for the statement: The 62
management makes all efforts to dispose off all
grievances
4.m Graph showing responses for the statement: When 64
employees are satisfied performance improves
considerably
4.n Graph showing responses for the statement: Grievance 65
handling procedure is quite a tedious process
4.o Graph showing responses for the statement: An 66
employee’s immediate manager…he/she has a
grievance
4.p Graph showing responses for the statement: After the 67
grievance has been redressed…you are satisfied with
the solution
4.q Graph showing responses for the statement: Efficient 69
grievance redressal procedure…employees & the
company
4.r Graph showing responses for the statement: When it 70
comes to group grievance…as it concerns many
employees
4.s Graph showing responses for the statement: The 72
management ensures confidentiality when it comes to a
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sensitive grievance
4.t Graph showing responses for the question: Does the 73
grievance redressal cell serve the purpose for which it
has been set up?
4.u Graph showing responses for the statement: A good 74
grievance redressal system…sensitive to their
employee’s problems
4.v Graph showing responses for the question: On a scale 75
of 1 to 5, how understanding is your manager when you
take your grievance to him?
4.w Graph showing responses for the question: Does the 76
management gather all relevant facts about your
grievance
4.x Graph showing responses for the statement: Grievance 78
redressal is one of the major components of job
satisfaction
4.y Graph showing responses for the question: On a scale 79
of 1 to 5, how would you rate the solutions given at the
end of the grievance redressal
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ABSTRACT
Researcher: Priscilla Nathaniel
Presentation Title: Efficient Grievance Redressal Procedure
Research Project Topic: Devise an Efficient Process for Employees to Share

Grievances in the Entertainment Industry
College: Jyoti Nivas College Autonomous, Bangalore
Student Level: Under Graduate
Presentation Type: Oral Presentation
Arka Media Works Private Limited is a Private Company located in Hyderabad, India.
Arka Mediaworks is a leading name in motion picture production, television
programming and syndication, and digital content distribution. Directors of Arka Media
Works Private Limited are Sobhanadri Naga Yarlagadda and Shrinivas Devineni
Saiprasad. Their accomplishments mainly include: Baahubali: The Beginning (2015),
and Baahubali 2: The Conclusion (2017).
The objective of the research project was to check the efficiency of the grievance
redressal procedure in the Media & Entertainment Industry and to come up with
solutions that would help the organisation in understanding their employees in a better
way. Other objectives were to know whether good grievance redressal procedure helps
in building better relationships between the employees and the management or not.
According to the survey conducted on grievance redressal procedure, the analysis &
interpretation of the data shows that the employees are not satisfied with the grievance
handling procedure and the solutions that the management comes up with. Another
finding is that the management does not collect all relevant facts before taking a
decision. The employees feel that the managers are not empathetic and understanding at
all.
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Some suggestions have been made which the organization can use to improve their
grievance handling procedure. The management should realise that when the employees
are satisfied the work efficiency will also improve.
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Chapter I: Introduction
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Project Title: Devise an Efficient Process for Employees to Share Grievances in the
Entertainment Industry
HUMAN RESOURCE
Human resources are used to describe both the people who work for a company or
organization and the department responsible for managing all matters related to
employees, who collectively represent one of the most valuable resources in any
businesses or organization. The term human resources was first coined in the 1960s
when the value of labour relations began to garner attention and when notions such as
motivation, organizational behaviour, and selection assessments began to take shape in
all types of work settings.
HUMAN RESOURCE MANAGEMENT

Human Resource Management is the process of recruiting, selecting, inducting
employees, providing orientation, imparting training and development, appraising the
performance of employees, deciding compensation and providing benefits, motivating
employees, maintaining proper relations with employees and their trade unions,
ensuring employees safety, welfare and health measures in compliance with labour laws
of the land and finally following the Orders / Judgements of the concern High Court and
Supreme Court, if any.
HUMAN RESOURCE MANAGEMENT DEFINITION
According to Pigors and Myers, “It is basically a method of developing potentialities

of employees so that they feel maximum satisfaction of their work and give their best
efforts to the organization”. Human Resource Management is the process of recruiting,
selecting, inducting employees, providing orientation, imparting training and
development, appraising the performance of employees, deciding compensation and
providing benefits, motivating employees, maintaining proper relations with employees
and their trade unions, ensuring employees safety, welfare and healthy measures in
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compliance with labour laws of the land and finally following the Orders / Judgements
of the concern High Court and Supreme Court, if any.
EVOLUTION OF HUMAN RESOURCE MANAGEMENT
Human resource management is evolved from the Personnel management which was
erstwhile management system which used to manage employees. To know evolution of
personnel management one needs to see the history of centuries of research by great
psychologists on human behaviour and their response at particular situations. One
among them was Elton Mayo who was a psychologists from the Australia, did many
experiments on human behaviour at different situations in 1924. He strongly believed in
work life balance for improving productivity of workers and did emphasis on human
relations influence the productivity of workers and finally he has been regarded as
father of Human resources management.
Going back to roots of evolution Personnel management, Robert Owen was regarded as
creator and originator for introducing reforms for workers in his own Lanark cotton
mills. He created a principle of 8 hours day work, 8 hours rest and 8 hours sleep. Owen
identified the importance of better working conditions at workplace and its impact on
the productivity and efficiency of the workers. Owen after implementation of better
working conditions at workplace, he observed change in the productivity of his workers
as their efficiency increased. He in those olden days implemented many social and
welfare practices for his workers and saw his workers got happy, motivated and worked
better. Therefore, he was referred as father of Personnel management.
It's believed that the first personnel management department (later evolved as Human
resource management) began at the National Cash Register Co. in the early 1900s,
according to a Human Resource Magazine article. After several strikes and employee
lockouts, NCR leader John H. Patterson organized a personnel department to handle
grievances, discharges, and safety, as well as training for supervisors on new laws and
practices.
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The U.S. Office of Personnel Management (OPM) is the world's largest HR department.
OPM provides Human Resource services for the federal governments’ workforce of
nearly 2.8 million workers. Its staff carry out the tasks to recruit, interview, and promote
employees; oversee merit pay, benefits and retirement programs; and ensure that all
employees and applicants are treated fairly and according to the law.
FUNCTIONS OF HUMAN RESOURCE MANAGEMENT
❖ Planning
Planning is the first and basic function of the management and everything depends upon
planning as it is a process of thinking about things before they happen and to make
preparations in-advance to deal with them. Poor planning results in failure and effects
overall system. Therefore, HR Mangers should be aware of when is right time to do
things, when things should be done and when things should not be done in order to
achieve goals and objectives of the organization.
❖ Organising
HR managers should be well aware of organizing everything related to human
resource and organisation as organizing is the process of making and arranging
everything in the proper manner in order to avoid any confusion and conflicts.HR
managers should keep in mind that task entrusted to employees should be
matched with their skill set and abilities and It is also lookout of HR managers to
give training to employees in the area or subject which is going to be entrusted to
employees, otherwise the task entrusted to employees gets failed and defeated.
❖ Staffing
Staffing is one of the key functions of human resource management as staffing is the
process of employing right people, providing suitable training and placing them in the
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right job by paying them accordingly and satisfactorily. Core HR issues where HR
metrics can be applied are Time to fill an employee, Cost per hire of an employee,
Employee absenteeism rate, Employee training others, Turnover cost, Turnover rate,
annual Turnover of an employee, Workers compensation cost for an employee, Revenue
per employee, Return on Investment (ROI) and Yield ratio.
❖ Directing
Directing is a knowledge, discipline and formal way of communicating to others that

what you are expecting from them to do for you or to an organization. Unless a HR
manager has capability of directing, he / she can't be said as full-fledged HR manager.
when a HR manager has right directing capabilities, it is gives clarity for employees
what they are expected to perform, removes confusion in employees and gives clarity of
what results are expected by the management from employees.
❖ Controlling
HR managers should have the knowledge of controlling all HR related matters, as they
should be able to think and decide what should be done and what should not be done
and which should be done and which should not be done while dealing with employees.
Comparison of actual performance with the standard one to find the deviation for
initiation of corrective actions, if there are any deviations. Corrective actions include
giving proper and suitable training to such employees or withholding of increments in
payments until performance gaps are none. Demotion of employee, suspension and
discharge from job is initiated when serious deviations are identified
PROCESS INVOLVED IN HUMAN RESOURCE MANAGEMENT
❖ Procurement
• Job analysis is a systematic process of gathering all the data & information
pertaining to the job for preparing of job specification which determine the skills,
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qualifications & traits for job and preparation of job description which describes
the duties and responsibilities so as to recruitment and selection of employee,
give satisfaction on the job, and feel motivation while doing the job, etc. Harry
L. Wylie defines as, "Job analysis deals with the anatomy of the job.....This is the
complete study of the job embodying every known and determinable factor,
including the duties and responsibilities involved in its performance; the
conditions under which performance is carried on; the nature of the task; the
qualifications required in the worker; and the conditions of employment such as
pay, hours, opportunities and privileges"
• Job design is the process of deciding on the content of a job in terms of its duties
and responsibilities; on the methods to be used in carrying out the job, in terms of
techniques, systems and procedures and on the relationships that should exist
between the job holder and the superiors, subordinates and colleagues. Job design
goal is to minimize physical strain on the worker by structuring physical work
environment around the way the human body works.
• Recruitment & selection - Recruitment and selection of the human resources for
an organisation is the major and basic function of human resource management.
There are two major sources of recruitment of employees, one is recruitment
through internal sources and the other is recruitment through external sources.
Internal recruitment is the process of inviting or giving chance to the people
relating to concern organisation or to the people relating to the existing
employees or directly giving opportunity to the existing employees. External
recruitment is the process of inviting job seekers who do not belong to or anyway
related with an organisation, which simply means inviting outside candidates.
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Subsequently, selection of right person from the pool of candidates by administering
various selection tests like preliminarily screening, written tests, oral tests and
interviews etc.
• Human resource planning (HRP) may be defined as strategy for acquisition,

utilization, improvement and preservation of the human resources of an
enterprise. The objective is to place right personnel for the right work and
optimum utilization of the existing human resources. HRP exists as a part of the
planning process of business.
• Induction & Orientation: Induction of Employee is the first step towards

gaining an employees' commitment, Induction is aimed at introducing the job and
organization to the recruit and him or her to the organization. In a nutshell, it
covers the organization’s history, philosophy, mission and vision, and the
managerial style of the organization. Orientation is the planned introduction of
new employees to their jobs, co-workers, and the organization so as to alien an
employee with their job role.
• Socialization is a process of making employees to mingle up with everyone for

team-spirit
❖ Development
• Career planning and Career development It is the process of establishing

personal career objectives by employees and acting in a manner intended to bring
them about. Career development according to Schuler, "It is an activity to
identify the individual needs, abilities and goals and the organization’s job
demands and job rewards and then through well designed programmes of career
development matching abilities with demands and rewards".
• Executive development: developing the skills and competencies of those that

(will) have executive positions in organisations.
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• Employee training and development is the subsystem of an organization and
core function of human resource management. It ensures continuous skill
development of employees working in organisation and habituates process of
learning for developing knowledge to work. Imparting Training and
Development to employees through various methods is the foundation for
obtaining quality output from employees. Employee training methods or
categorised into on-the-job training methods and off the job training methods.
On-the-job training methods: job rotation, coaching, job instruction, committee

assignments, apprenticeship and internship
Of the job training methods: classroom lecture method, audio-visual training method,
simulation, bistable training, case studies, role playing and the programmed instruction
method.
• Overall development of organisation: Though human resource department is

one of the departments in organization, but it is linked to overall development of
organisation as employees are centre for final output and organisation's
performance. Whatever type of job or department in any organisation is made up-
of employees alone. To make this point clear, Human resource department's
failure to maintain employee safety, welfare and health measures according to
The Factories Act 1948 or failure to have an ICC (Internal Complaints
Committee) according to Sexual Harassment of Women at Workplace
(Prevention, Prohibition and Redressal) Act, 2013 will sometimes lead to
closure or cancellation of business. Like that there are other employment laws
which makes organisation to be in compliance with it for smooth running of
organisation, if not it will invite unnecessary troubles to an organisation.
❖ Compensation
• Job evaluation analysing and assessing various jobs systematically to ascertain

their relative worth in an organization. Performance evaluation is also called as
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performance appraisal of employees. Human Resource Managers can adopt
various methods for assessing the performance of the employees So as to take
decisions with regard to compensating and rewarding employees, training of
employees if performance is poor and it would take corrective actions on
employees whose performance is poor.
• Wages or salary administration as prescribed by the labour laws, Wages for

workers or salary for employees is the basic and primary thing for which
employee's work for an organisation. It's administration of salaries by HR
managers is very crucial function as financial implications and legal compliance
is involved.
• Salary nomenclature is used in the context of employees. Generally, salary of

employees is paid monthly and it consist of various components like basic pay,
dearness allowance and house rent allowance especially in the case of
government employees. Especially government employee salary format will be
Salary = Basic pay+ Dearness allowances+ House rent allowance.
• Employee rewards, perks and benefits payments according to the employment

and labour laws. Employee benefits are categorised into statutory or mandatory
and voluntary benefits. Statutory benefits are compulsory benefits for
employees, its denial for payment of such benefits to their employees by the
management, can be challenged in the court of law.
▪ Maintenance/ Motivation
• Employee well-being; Providing good working conditions at workplace is the

fundamental duty of Human Resource Management department. Treating
employees inhumane is against to the Constitution of India according to [Article
42 under Chapter XXXIV of Directive Principles of State Policy of the
Constitution of India]. It is also the duty of Human Resource Management to
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provide welfare measures like Pure water drinking facilities, restrooms,
lunchroom in the organisation.
• Social security for employees: Providing and contributing Employee Provident

fund, Payment of Bonus, compensation, payment of gratuity, maternity benefit,
paternity benefit and employee insurance. In India there are few social security
legislation which are to be followed and complied by any organisation and it is
the duty of the Human Resource Manager to look after it.
• Worker's participation encouragement either individually or collectively,

become involved in one or more aspects of organizational decision making within
the enterprises in which they work Would make employees feel motivated,
satisfaction and stay loyal to the management. Therefore, it would avoid
unnecessary conflicts in between employees and management while
implementing management decisions.
• Motivating employees stimulate the desire and energy in employees to be

continuously interested in a job and committed it, role, or subject, and to exert
persistent effort in attaining a goal. The most important motivating factors for
employees are to have a healthy and good working environment, to have good
monitory benefits, compensation and rewards, to have encouragement and
support from management and to have a chance of professional growth and raise.
• Job rotation is the human resource management technique in which employee is

moved between two or more jobs in a systematic and planned manner. The
objective is to expose an employee to different experiences and wider variety of
skills to enhance job satisfaction and to cross-train them.
• Maintaining HR records in accordance with employment laws and

organisational needs is the basic function of Human Resource Management,
conducting research for identification of HR issues and find suitable solutions,
doing Human Resource audit by systematic verification strategies, policies,
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procedures, documentation, structure, systems and practices with respect to the
organization’s human resource management.
• Human Resource Information System implementation lets you keep track of all
your employees and all information about them. It is usually done in a database
or, more often, in a series of inter-related databases.
❖ Integration
• Industrial relations is the process of management dealing with one or more

unions with a view to negotiate and subsequently administer collective bargaining
agreement or labour contract. Maintaining proper industrial relationships is the
core activity of Human Resource Management so as to avoid industrial disputes.
• Employee Discipline is a systematic procedure the set-rights and corrects or

punishes a subordinate by superior because a rule of procedure has been
disobeyed or violated. Discipline is the force that prompts employees to observe
rules, regulations, standards and procedures deemed necessary for an
organization.
• Grievance redressed: Grievance procedure is a formal communication between

an employee and the management designed for the settlement of a grievance of
employees. Grievance procedures differ from organization to organization as
grievances can be very damaging if not handled properly.
• Dispute settlement: Causes of industrial disputes can be broadly classified into

two categories: economic and non-economic causes. The economic causes will
include issues relating to compensation like wages, bonus, allowances, and
conditions for work, working hours, leave and holidays without pay, unjust
layoffs and retrenchments. The non-economic factors will include victimization
of workers, ill treatment by staff members, sympathetic strikes, political factors,
indiscipline etc. (The Industrial Disputes Act, 1947 governs rules for the
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settlement of disputes between the management of industrial establishments and
workmen.)
Now recently in the year 2010, a new chapter II-B is inserted in the Industrial Disputes
Act, 1947 by way of amendment w.e.f. 15th September, 2010, and a new section 9-C is
added for having grievance redressal committee.
GRIEVANCE SETTLEMENT MECHANISM
• Any organisation having 20 or more employees should have grievance redressal

committee for the resolution of disputes.
• The committee should consist of equal members from employer and employee.
• The committee members should not exceed more than six members.
• The committee should consist of one woman and male members equally.
• The grievance redressal committee should complete its proceedings within 45

days on the receipt of written complaint by the party who is having grievance.
• Collective bargaining: The collective bargaining as a policy has been in vogue

in the United Kingdom, the United States of America, Australia, New Zealand
and other countries. However, in India the trade unions have more to learn from
these countries to tackle the industrial problems. The phrase ‘Collective
Bargaining’ is coined by famous authors Sydney and Beatrice Webb in their
celebrated treatise on ‘History of Trade Unions’. Collective Bargaining is a
method of determining the terms and conditions of employment and settling
disputes arising from those terms by negotiating between the employer and the
employees or their trade union. The very fact that the parties reserve the ultimate
right to use economic weapons of strike and lock out helps in stimulating the
parties to arrive at an agreement.
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The Encyclopedia Americana states that the American Federation of labour “insists
upon the equity of workers in their right to bargain collectively with employers through
representatives of their own choosing”.
• Being a spokesman of employees and organization: It is the responsibility of

human resource manager to be as, spokesman, negotiator and middlemen
between management and employees for smoothening the flow of communication
of management decisions from top-level to bottom level and vice versa, for
cushioning conflicts if any by misunderstandings or misinterpretation and to
establish healthy relations and good culture within the organisation. In sometimes
HR manager should take the responsibility of a spokesman of organization when
representing or dealing with other stakeholders.
• Resolving conflicts among employees is major task of human Resource

Management. Hr manager could follow the below steps for resolving conflicts.
According to recent study human resource managers are spending considerable
amount of their job time on resolving conflicts in between employees as diversity
in conflicts are in raise and showing impact on performance of employees and on
organization.
o Understanding the cause, root and nature of the conflict.
o Encourage employees to solve conflicts themselves.
o Do not widen or magnify conflicts, Nip it in the bud quickly.
o Give an opportunity to both sides to say and listen to them
o Determine the real cause of issue, together.
o Check your employee handbook for solution and guidance.
o Come to a solution.
o Put it on paper for make them binding and for future reference in such
cases.
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o Train them how to communicate and avoid conflicts
o HR manager should be an idealistic and set an example himself.
• Prevention and dealing with sexual harassment: is crucial duty of Human

Resource Management, otherwise it may effect the organisation's culture and
employer branding which would consequently lead to collapse of the
organization. Sexual Harassment of Women at Workplace (Prevention,
Prohibition and Redressal) Act, 2013 protects women at the workplace from
sexual harassment. Act defines sexual harassment at the work place and creates a
mechanism for redressal of complaints. It also provides safeguards against false
or malicious charges. Every employer is required to constitute an Internal
Complaints Committee at each office or branch with 10 or more employees. Any
employer who fails to constitute an Internal Complaints Committee as per the
Sexual Harassment Act shall be liable for a penalty of up to Rs. 50,000 if a
complaint is made to the magistrate.
Any woman employee who has faced sexual harassment at the workplace, or any person
authorized by the Internal or Local Complaints Committee can file a complaint with the
Magistrate. Repeated non-compliance of this provision can result in the punishment
being doubled or even cancellation of the organisation's business license by the
concern government or local authority.
The Indian Penal Code 1860 Section 354A, 354B,354C, 354D was newly inserted,
especially for the following acts which shall be treated as sexual harassment.
❖ Physical contact and advances involving unwelcome and explicit sexual

overtures; or
❖ demand request for sexual favours; or
❖ showing pornography again as the will of a woman; or
❖ making sexually coloured remarks on women.

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❖ any man who assaults or uses criminal force to any women or abets such
act with the intention of disrobing (taking off one’s clothes) are compelling
her to be naked -section 354B
❖ Any man who watches captures images of women engaging in a private act
in circumstances where she would usually have the exception are not being
observed either by the perpetrator or by any other person. - section 354C
❖ Following a woman and contacts, or attempts to contact such women

repeatedly despite a clear indication of disinterest by such women. -
section 354D.
IMPORTANCE OF HUMAN RESOURCE MANAGEMENT
• Objective:
HRM helps a company to achieve its objective from time to time by creating a positive
attitude among workers. Reducing wastage and making maximum use of resources etc.
• Facilitates professional growth:
• Due to proper HR policies employees are trained well and this makes them ready
for future promotions. Their talent can be utilized not only in the company in
which they are currently working but also in other companies which the
employees may join in the future.
• Better relations between union and management:
• Healthy HRM practices can help the organization to maintain co-ordinal

relationship with the unions. Union members start realizing that the company is
also interested in the workers and will not go against them therefore chances of
going on strike are greatly reduced.
• Helps an individual to work in a team/group:
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Effective HR practices teach individuals team work and adjustment. The individuals are
now very comfortable while working in team thus team work improves.
• Identifies person for the future:
Since employees are constantly trained, they are ready to meet the job requirements.
The company is also able to identify potential employees who can be promoted in the
future for the top-level jobs. Thus, one of the advantages of HRM is preparing people
for the future.
• Allocating the jobs to the right person:
If proper recruitment and selection methods are followed, the company will be able to
select the right people for the right job. When this happens the number of people
leaving the job will reduce as the will be satisfied with their job leading to decrease in
labour turnover.
• Improves the economy:
Effective HR practices lead to higher profits and better performance by companies due
to this the company achieves a chance to enter into new business and start new ventured
thus industrial development increases and the economy improves.
OBJECTIVES OF HUMAN RESOURCE MANAGEMENT
The Human resource Managements, objectives may be influenced by organizational,

individual and social goals/objectives. The organizational objectives consist of, to earn
profit, growth and expansion, to survive in the competition, stability and diversification
etc. These objectives can be achieved by human resources of the organization.
Therefore, human resources are managed and utilize in such a way that, organizational
objectives can be achieved. The primary objective of HRM is to ensure the availability
of competent and willing workforce to the organization as well as to meet the needs,
15
aspirations, values and dignity of individuals/employees and having due concern for the
socio-economic problems of the community and the country. HRM objectives are
broadly classified into four categories.
❖ Societal Objectives:
HRM is socially responsible for the needs, demands and challenges of the
society. All the resources must be utilized for the benefit and in the interest of the
society. HRM should follow the rules and laws or legal restrictions imposed by
the society. It has to develop and maintain healthy relations between union and
management.
❖ Organizational Objectives:
It recognizes the role and importance of HRM to bring organizational
effectiveness. HRM has to prepare human resource planning, to recruit, select,
place, induct, train and develop the human resources, to arrange for performance
appraisal and to achieve the organizational objectives like to earn profit, growth
and expansion, survival, diversification etc.
❖ Functional Objectives:
It helps to maintain the department’s contribution at a level appropriate to the
organization needs. Departmental functions are carried out by the human
resources. To see the functions are performed in time or not.
❖ Personal Objectives:
It assists employees in achieving their personal goals, such as, higher wages and
salaries, job satisfaction, better working conditions, standard working hours,
promotion, motivation, welfare facilities, social security and so on. These
objectives of employees must be met if workers are to be maintained, retained
and motivated. Otherwise, employees may leave the organization and join some
other organization.
In general the objectives of HRM are as follows:
• To achieve the organizational goals by proper utilization of human resources.

16
• To develop and maintain healthy working relationships among all the employees
and to adopt sound, desirable organization structure.
• To integrate individual and group goals within an organization.
• To create opportunities and facilities for individual or group developments
according to the growth and development of the organization.
• To identify and satisfy individual and group needs, such as fair wages and
salaries, incentives, welfare facilities, social security, prestige, recognition,
security, status etc.
• To motivate the employees and keep their morale high.
• To develop and maintain healthy relations between management and employees.
• To develop the human assets continuously through the training and development
programmes.
• To contribute in minimization of socio-economic evils such as unemployment
problems, in equal distribution of income and wealth. More employment
opportunities for women etc.
• To provide an opportunity to employees to participate in management.
• To provide desirable leadership and lead the working groups.
• To provide healthy hygienic working conditions to the employees.
• To retain the workforce by maintaining stability of employment.
The scope of HRM is wider in comparison to personnel management. Since joining the
organization till retirement all activities of a worker covers under the HRM. A large
number of activities include human resource planning, recruitment, selection,
placement, induction, training and development, promotion, transfer, job evaluation,
merit rating, compensation, motivation, communication, welfare, social security, safety
and health, working conditions workings hours industrial relations and so on.
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GRIEVANCE
A grievance is a sign of employee’s discontent with job and its nature. A grievance is
any dissatisfaction or feeling of injustice having connection with one’s employment
situation which is brought to the attention of management. In short, grievance is a
state of dissatisfaction, expressed or unexpressed, written or unwritten, justified or
unjustified, having connection with employment situation. The employee has got
certain aspirations and expectations which he thinks must be fulfilled by the
organisation where he is working. When the organisation fails to satisfy the employee
needs, he develops a feeling of discontent or dissatisfaction.
According to J.M. Jucius, “A grievance is any discontent or dissatisfaction whether
expressed or not, whether valid or not, arising out of anything connected with the
company which an employee thinks, believes or even feels to be unfair, unjust or
inequitable.’’
Grievance is word which covers dissatisfaction or a feeling of injustice and which

has one or more of the following characteristics:
i. It may be unvoiced or expressly stated by an employee;
ii. It may be written or verbal;
iii. It may be valid and legitimate, untrue or completely false, or ridiculous; and
iv. It may arise out of something that is connected with the organisation in some way or
the other.
DISCOVERY OF GRIEVANCES
The understanding of grievances is important in handling them. The smart manager

anticipates and prevents from arising the grievances.
The following are the important tools which help in discovering the grievances:
• Exit Interview:
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Employees generally quit the organisations due to dissatisfaction or better prospectors
elsewhere. Exit interview, if conducted effectively, can provide vital information about
employee’s grievances.
• Gripe Boxes:
These are boxes in which the employees can drop their anonymous complaints in the
organisations about the causes of dissatisfaction. It is different from the suggestion
scheme system in which employees drop their named suggestions with an intention to
receive rewards.
• Opinion Surveys:
Group meetings, periodical interviews with employees, collective bargaining sessions
are some other means through which one can get information about employee’s
dissatisfaction before it turns into a grievance.
• Open Door Policy:
In this policy no employee is prevented from going to management directly with his
grievance. It is useful in the case of small organisation but in a large organisation this
would not be possible because the top management may not have the time to attend to
each grievance at a personal level.
• Grievance Procedure:
It is one of the most important means for employee to express their dissatisfaction. It
also helps to management to keep a check on relevant diagnostic data on the state of the
organisation’s health. Thus, it is important to have a grievance procedure to process
grievances.
DIFFERENT TYPES OF GRIEVANCES

• Visible Grievances or Hidden Grievances:
When the grievances are clearly visible to the others is called visible grievances. But it
is not necessary that all times these are visible then these are called hidden one. It is
called hidden grievances.
• Real or Imaginary:
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The grievances may be real or imaginary also. These may be called genuine or
imaginary too. When a grievance is due to a valid reason and related to the terms of
employment only. The management or concerned party responsible for redressing of
grievance is called real, genuine or factual grievance. Second, imaginary grievance is
that when it is there not for any valid reason. The management is not at fault. It is called
imaginary only.
• Expressed or Implied:
There may be expressed or implied grievances. When an employee felt the grievance
and expressed or reports to the management in written or oral forms, is called express
because it has been made clear. When it is not made clear but from the situation it can
be inferred or judged that there is a grievance. That type of grievance is called implied
grievance.
• Oral or Written:
According to the way of expression, the grievances can be oral or written. When orally
it is reported or expressed then it is called oral grievance. An employee makes a written
complaint then it becomes written grievance. Entirely according to their experience, the
grievances are classified.
• Disguised Grievances:
Sometime the grievances take place but the employees do not know the reasons of
grievances. The causes of grievances are unknown. These are called disguised
grievances. This type of grievances take place due to mental pressure or frustration due
to other factors and not related to work.
• Individual or Group Grievances:
The grievances may be related to individual employee or a group of employees. In
group we may include team, department, etc. When an individual is affected then it is
called individual grievance. When a group is affected due to the grievances and reported
then it becomes a group grievance. Other factors for formation of types are not
considered other than party affected.
• Union Grievances:
20
The union presents the grievances to the management on behalf of member employees
then it becomes union grievance. It is presented in the interest of everyone in the union
and not for individual employee. When the employees felt that the terms of employment
are violated then union takes the initiative in reporting of the grievances. The union
presents the case for collective agreements in this case.
• Policy Grievances:
When a grievance is related to policy of the company relating to terms of employment is
called policy grievance. The terms of employment may include appointment, training,
compensation, promotion and transfer, rewards and incentives, bonus, allowances, etc.
When these are violated by the management and reported by employees’ union then it
becomes a policy grievance.
POINTS TO BE KEPT IN MIND WHILE HANDLING A GRIEVANCE

The following points are relevant to be kept in mind during handling a grievance:
• Every grievance must be given due respect and considered important.
• A grievance should not be postponed with hope that people will “see the light”
themselves.
• A grievance should be put in writing.
• A relevant facts about a grievance should be gathered by management and their
proper records should be maintained.
• The employee should be given free time off to pursue his grievance.
• Management should take a list of all solutions and later evaluate them one by one
in term of their total effect on the organisation.
• Decision once reached should be communicated to the employee and acted upon
by the management.
• Follow-up must be done by the management to determine whether action taken
by it has favourably changed the employee’s attitude or not.
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ESSENTIALS OF A GOOD GRIEVANCE REDRESSAL SYSTEM
• Timely Action – Management should ventilate the grievances as and when they
arise. They should be nipped in the bud. For this purpose, supervisors should be
trained in recognizing and handling the grievances promptly.
• Acknowledgement of Grievance – Once the grievance is filed, management
should register it and grievant should be assured that it would be attended to.
• Identifying the Problem – The supervisor has to diagnose the problem.
• Collecting Facts – Once the problem is figured out, the supervisor should collect
all relevant facts and profile relating to the grievance.
• Analysing the Cause – Supervisor has to get to the root of the problem. It
involves studying various aspects of grievance like employee’s past history,
frequencies of occurrence, management practices, union practices etc. Thus,
identification of the cause helps the management to take remedial actions.
• Taking Decision – Various alternative courses of action are worked out. These
are evaluated in view of their consequences on the aggrieved employee, the union
and the management. Final decision suited to a given situation is arrived at.
• Implementing the Decision – The decision taken should be communicated to the
grievant and implemented by the authority.
STEPS INVOLVED IN GRIEVANCE REDRESSAL PROCESS
Step 1 – Aggrieved employee explains the grievance to the immediate supervisor. He
may meet the officer personally or he may be accompanied by union representative. The
supervisor takes suitable action. If the aggrieved employee is satisfied, the matter is
over. Otherwise he may go to the next step.
Step 2 – The aggrieved may meet the section head or the head of the department or the
representative from HR department. Thus, the officer concerned gives his decision
considering all relevant facts within a specified timeline.
Step 3 – It the grievance is not redressed to the full satisfaction of the grievant, then the
matter is referred to grievance committee represented by the management and the union.
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The committee members deliberate on the issue and arrive at the decision on consensus
basis.
Step 4 – If the decision awarded by the grievance committee is not acceptable to the
grievant, the matter is referred to arbitration.
Step 5 – This is the final step in grievance procedure. An arbitrator is appointed with the
mutual consent of the management and union. Both the parties must agree that they are
bound by the decision of the arbitrator.
A systematic grievance redressal procedure must have the following features:

• It should be simple, fair and easy to understand.
• It should be in writing.
• It should specify to whom employees may take a grievance in the first instance
(normally their immediate boss), and that they have the right to be accompanied
by a colleague or a trade union representative.
• It should encourage employees to put forth their grievances.
• It should state where, in the event of the grievance remaining unresolved, an
employee should then address his complaint.
• It should specify time limits within which the aggrieved employee can expect to
be notified of the outcome of his complaint.
• It should have regular meetings of the grievance committee; and a record of
proceedings properly minuted should be sent to all the parties.
• It should gain employee confidence.
• It should promote healthy relations between employee and the company.
DESIRABLE FEATURES OF A GRIEVANCE PROCEDURE
• Conformity with Existing Legislation:

The procedure should be designed to supplement the existing statutory
provisions. Where practicable the procedure can make use of such machinery as
the law might have already provided for.
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• Acceptability:
Everybody must accept the grievance procedure. In order to be generally
acceptable it must ensure (a) a sense of fair-play and justice to the worker, (b)
Reasonable exercise of authority to manager, (c) Adequate participation of the
union.
• Simplicity:
The procedure should be simple enough to be understood by every employee. The
steps should be as few as possible. Channels for handling grievances should be
carefully developed. Employees must know the authorities to be contacted at
various levels. Information about procedure can be thoroughly disseminated
among all employees through pictures.
• Promptness:
The grievance should be speedily settled. Justice delayed is justice denied. The
procedure should aim at a rapid disposal of the grievance.
GRIEVANCE REDRESSAL PROCEDURE IN INDIA

At present, there are three legislations dealing with grievances of employees working in
industries. The Industrial Employment (Standing Orders) Act, 1946, requires that every
establishment employing 100 or more workers should frame standing orders. These
should contain, among other things, a provision for redressal of grievances of workers
against unfair treatment and wrongful actions by the employer or his agents.
The Factories Act, 1948, provides for the appointment of a Welfare Officer in every
factory ordinarily employing 500 or more workers. These welfare officers also look
after complaints and grievances of workers. They also look after proper implementation
of the existing labour legislation. Besides, individual disputes relating to discharge,
dismissal or retrenchment can be taken up for relief under the Industrial Disputes Act,
1947, amended in 1965.
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However, the existing labour legislation is not being implemented properly by
employers. There is lack of fairness on their part. Welfare officers have also not been
keen on protecting the interests of workers in the organised sector. In certain cases, they
are playing a double role. It is unfortunate that the public sector, which should set up an
example for the private sector, has not been implementing labour laws properly.
In India, a Model Grievance Procedure was adopted by the Indian Labour Conference in
its 16th session held in 1958. At present, Indian industries are adopting either the Model
Grievance Procedure or procedures formulated by themselves with modifications in the
Model Grievance Procedure. In other words, the grievance procedures are mostly
voluntary in nature.
The Model Grievance Procedure suggested by the National Commission on Labour
involves six successive time-bound steps each leading to the next, in case of
dissatisfaction. The aggrieved worker in the first instance will approach the foreman and
tell him of his grievance orally. The foreman has to redress his grievance and if the
worker is not satisfied with this redressal, he can approach the supervisor.
The supervisor has to provide an answer within 48 hours. In the event of the supervisor
not giving an answer or the answer not being acceptable to the worker, the worker goes
to the next step. At this stage, the worker (either alone or accompanied by his
departmental representative) approaches the Head of the Department who has to give an
answer within three days.
If the Departmental Head fails to give an answer or if the worker is not satisfied with his
answer, the worker may appeal to the Grievance Committee, consisting of the
representatives of the employer and employees.
The recommendations of this Committee should be communicated to the Manager
within seven days from the date of the grievance reaching it. Unanimous decisions, if
any, of the committee shall be implemented by the management. If there is no
unanimity, the views of the members of the Committee shall be placed before the
manager for his decision. The manager has to take a decision and inform the worker
within three days.
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The worker can make an appeal against the manager’s decision and such an appeal has
to be decided within a week. A union official may accompany the worker to the
manager for discussion and if no decision is arrived at this stage, both the union and
management may refer the grievance to voluntary arbitration within a week of the
receipt of the management’s decision. The worker in actual practice may not resort to
all the above-mentioned steps.
For example, if the grievance is because of his dismissal or discharge, he can resort to
the second step directly and he can make an appeal against dismissal or discharge.
NEED FOR GRIEVANCE REDRESSAL PROCEDURE

❖ Most grievances seriously disturb the employees. This may affect their
morale, productivity and their willingness to cooperate with the
organisation. If an explosive situation develops, this can be promptly
attended to if a grievance handling procedure is already in existence.
❖ It is not possible that all the complaints of the employees would be settled
by first-time supervisors, for these supervisors may not have had a proper
training for the purpose, and they may lack authority, Moreover, there may
be personality conflicts and other causes as well.
❖ It serves as a check on the arbitrary actions of the management because
supervisors know that employees are likely to see to it that their protest
does reach the higher management.
❖ It serves as an outlet for employee gripes, discontent and frustrations. It
acts like a pressure valve on a steam boiler. The employees are entitled to
legislative, executive and judicial protection and they get this protection
from the grievance redressal procedure, which also acts as a means of
upward communication.
The top management becomes increasingly aware of employee problems, expectations
and frustrations. It becomes sensitive to their needs, and cares for their well-being. This
is why the management, while formulating plans that might affect the employees for
26
example, plant expansion or modification, the installation of labour-saving devices, etc.,
should take into consideration the impact that such plans might have on the employees.
The management has complete authority to operate the business as it sees fit – subject,
of course, to its legal and moral obligations and the contracts it has entered into with its
workers or their representative trade union. But if the trade union or the employees do
not like the way the management functions, they can submit their grievance in
accordance with the procedure laid down for that purpose.
PURPOSE OF HAVING A GRIEVANCE REDRESSAL PROCEDURE

Different organisations handle grievances differently. Small organisations generally do
not follow an elaborate procedure. They follow an open door policy where they just let
all the employees speak to the management directly about their grievances and
complaints and the management tries to handle the complaint immediately and appro-
priately.
But in big organisations which are employing thousands of employees, it is important
for them to have a set procedure to handle grievances so that all the employees are
treated at par as far as imparting justice is concerned.
An effective grievance redressal procedure ensures that:
• A set procedure brings grievances into the open so that management can know
them and can take necessary action to settle them.
• All the employees know about whom they have to report to whenever they have
any grievance.
• Everyone in the management should be fully aware about the set procedure so
that nobody should be able to misuse their power.
• It provides a check over the arbitrary use of authority by superiors and tries to
keep a check on their decision making.
• It ensures fair and equitableness treatment for all the employees, irrespective of
their position in the organisation.
• It minimises discontent and dissatisfaction amongst employees by ensuring a
speedy redressal of the grievance.
27
• It provides the employees an opportunity to express their fears, anxieties and
dissatisfaction to the management which finally helps in improving their
motivation and morale.
BENEFITS OF GRIEVANCE REDRESSAL PROCEDURE

• It brings grievance into the open.
• It encourage solution of problems before they take serious turn in nature.
• It helps in preventing future problems.
• It gives employee’s emotional release for their dissatisfaction.
• It helps in establishing and maintaining a working relationship in group.
• It provides a check and balance on arbitrary management action.
• It helps in establishing and maintaining a work culture or way of life.
28
Chapter II: Research Design
29
NEED/ IMPORTANCE OF A GOOD GRIEVANCE REDRESSAL PROCEDURE
A grievance process is designed to give employees and employers a fair and objective
system to raise and review serious issues and complaints without bias. A formal
grievance procedure should support employees to raise concerns relating to a safe
working environment without the fear of any negative repercussions. A thorough
process will help to protect employees from arbitrary decisions made by management.
Having a structured grievance process in place should help employers to identify any
unacceptable or unlawful gaps in their current approach to grievances, working in line
with employee contracts and helping to enforce the terms of company contracts.
Having an agreed and approved process will also help to protect the brand or company
image by avoiding the ‘bad press’ associated with a mishandled grievance.
According to Jackson (2000), further benefits that will accrue to both the employer and
employees are as follows: It encourages employees to raise concerns without fear of
reprisal, It provides a fair and speedy means of dealing with complaints. It prevents
minor disagreements developing into more serious disputes, It saves employers time
and money as solutions are found for workplace, Problems and It helps to build an
organizational climate based on openness and trust.
If not resolved on time, it can lower employee morale, create inefficiency and increase
absenteeism among the employees. In short, your ability in handling grievances of
employees can have a direct impact on overall productivity at work.
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GOALS/ OBJECTIVES OF GRIEVANCE HANDLING PROCEDURE
1) To study the effectiveness of grievances handling mechanism.
2) To identify whether the employees are aware of the grievance handling

mechanism.
3) To identify whether the grievance handling system leads to a favourable attitude

towards the management.
4) To identify that the grievance handling system leads to a mutual understanding

between employees and the management.
5) To know the level of satisfaction towards the grievance handling procedure of the
organization.
SCOPE OF THE RESEARCH

The Indian Media and Entertainment (M&E) industry is a sunrise sector for the
economy and is making significant strides. Proving its resilience to the world, Indian
M&E industry is on the cusp of a strong phase of growth, backed by rising consumer
demand and improving advertising revenue. Media is consumed by audience across
demographics and various avenues such as television, films, out-of-home (OOH), radio,
animation, and visual effect (VFX), music, gaming, digital advertising, and print.
The research will be conducted in India. The information for the project will be
collected from the employees of Arka Media Works which operates from Hyderabad.
The data will be collected online as the research is being conducted from Bangalore.
Topics that have been covered so far in this research project are: Human Resource-
meaning, Human Resource Management meaning & definition, Evolution of Human
Resource Management, Functions of Human Resource Management, Process involved
in Human Resource Management, Importance of Human Resource Management,
Grievance-meaning, Discovery of Grievances, Different Types of Grievances,
Essentials of a good grievance redressal system, Steps involved in Grievance Redressal
Process, Grievance Redressal Procedure in India, Need for Grievance Procedure,
Purpose of having a Grievance Redressal Procedure, Benefits of Grievance Procedure.
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TYPE OF RESEARCH: Descriptive research is a type of research that describes a
population, situation, or phenomenon that is being studied. It focuses on answering the
how, what, when, and where questions If a research problem, rather than the why. This
is mainly because it is important to have a proper understanding of what a research
problem is about before investigating why it exists in the first place.
SOURCES OF DATA
• Primary Data-Primary data is a type of data that is collected by researchers

directly from main sources through interviews, surveys, experiments, etc. Primary
data are usually collected from the source—where the data originally originates
from and are regarded as the best kind of data in research. An example of primary
data is the national census data collected by the government. A questionnaire has
been sent to employees from the media and entertainment industry.
• Secondary Data-Secondary data is the data that has already been collected
through primary sources and made readily available for researchers to use for
their own research. It is a type of data that has already been collected in the past.
Sources of secondary data includes books, personal sources, journal, newspaper,
website, government record etc. Secondary data are known to be readily available
compared to that of primary data.
SAMPLING DESIGN
• Sample Size- 125 employees have been selected as the sample size.
• Sampling Unit- The employees from the Media & Entertainment Industry were
selected as the sampling unit.
TOOLS FOR DATA COLLECTION
Google Forms- Google Forms is a survey administration software included as part of

the free, web-based Google Docs Editors suite offered by Google. The employees
were asked 25 close ended questions. These questions were multiple choice
questions where the employees had to choose from the options provided to them.
32
PLAN FOR ANALYSIS
The data collected from the questionnaires has been classified and tabulated. The
various methods used to represent the data are as follows:
• Chi Square Test- A chi-square (χ2) statistic is a test that measures how a model
compares to actual observed data. χ2 depends on the size of the difference
between actual and observed values, the degrees of freedom, and the samples
size. χ2 can be used to test whether two variables are related or independent from
one another or to test the goodness-of-fit between an observed distribution and a
theoretical distribution of frequencies.
• Tables- A table is an arrangement of data in rows and columns, or possibly in a
more complex structure. Tables are widely used in communication, research, and
data analysis. The elements of a table may be grouped, segmented, or arranged in
many different ways. Additionally, a table may include metadata, annotations, a
header, a footer or other ancillary features.
• Graphs- Graphic representation is another way of analyzing numerical data. A
graph is a sort of chart through which statistical data are represented in the form
of lines or curves drawn across the coordinated points plotted on its surface.
Graphs enable us in studying the cause and effect relationship between two
variables. Graphs help to measure the extent of change in one variable when
another variable changes by a certain amount. Graphs are also easy to understand
and eye catching.
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LIMITATIONS OF CONDUCTING THE RESEARCH
• The information provided by the respondents may not be completely accurate.

• There are time constraints in the project and hence it was difficult to do an in-
depth research.
• The respondents might have been in a hurry while filling out the questionnaire
and their personal information might be wrong.
• Since the number of respondents are only 125, the study was limited.
34
CHAPTER SCHEME
Chapter I: Introduction, Human Resource meaning, Human Resource Management

meaning & definition, Evolution of HRM, Functions of HRM, Process involved in
HRM, Importance of HRM, Grievance meaning & definition, Discovery of Grievances,
Grievance Settlement Mechanism, Types of Grievances, Essentials of a good Grievance
Redressal System, Steps involved in Grievance Redressal Process, Grievance Redressal
Procedure in India, Need for Grievance Redressal Procedure, Purpose of having a
Grievance Redressal Procedure, Benefits of Grievance Redressal Procedure.
Chapter II: Need/Importance of a good Grievance Redressal Procedure, Scope of the

Research, Goals/Objectives of Grievance Handling Procedure, Research Methodology,
Limitations of the study.
Chapter III: Company Profile (Arka Media), SWOT Analysis, Industry Profile.
Chapter IV: Data Analysis and Data Interpretation of survey data.
Chapter V: Findings, Suggestions and Conclusions.
35
Chapter III: Company Profile
& Industry Profile
36
ARKA MEDIA WORKS PRIVATE LIMITED
Arka Media Works Private Limited is a Private Company incorporated on 10 August

2001. It is classified as Non-govt company and is registered at Registrar of Companies,
Hyderabad. Its authorized share capital is Rs. 50,000,000 and its paid-up capital is Rs.
9,000,000. It is involved in Motion picture, radio, television and other entertainment
activities.
Arka Media Works Private Limited's Annual General Meeting (AGM) was last held on
30 September 2019 and as per records from Ministry of Corporate Affairs (MCA), its
balance sheet was last filed on 31 March 2019.
A new age production house, Arka Mediaworks is a leading name in motion picture
production, television programming and syndication, and digital content distribution.
Since its inception in 2001, we have prospered significantly by remaining fiercely loyal
to our core objective – to constantly and consistently push the boundaries of commercial
cinema.
Arka Mediaworks has produced several television shows across languages and
channels. We are involved in creating content in Kannada, Telugu, Hindi, Bengali,
Marathi and Oriya. With production centres in Mumbai, Hyderabad, Bengaluru and
Bhubaneshwar, we are among the largest television content producers in India.
Our clients include some of the nation’s largest TV channels, distributors and
advertisers. The members of our team come from a wide range of backgrounds but
share a commitment to excellence, ensuring consistent delivery of high quality products
and services that our partners, customers and clients can count on.
Acknowledging the infinite possibilities, Arka Mediaworks passionately explores

uncharted territory when it comes to the vision, scale and potential of a project.
Committed to leaving an indelible mark on the Indian Film and Television Industry, we
thrive on creating innovative and engaging content that captivates our audiences.
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Directors of Arka Media Works Private Limited are Sobhanadri Naga Yarlagadda and
Shrinivas Devineni Saiprasad.
Shobu Yarlagadda is an Indian American environmental engineer – turned film

producer, and the son-in-law of veteran film maker K. Raghavendra Rao. He is the co-
founder and CEO of Arka Media Works, a film production company known for its
works exclusively in Telugu cinema. Yarlagadda produced high fantasy works such as
Baahubali: The Beginning (2015), and Baahubali 2: The Conclusion (2017) which
received the American Saturn Award for Best International Film, and the Australian
Telstra People's Choice Award.
He graduated in Civil and Environmental Engineering from Andhra University in 1992.

He went on to Texas A&M and graduated in Agricultural Engineering in 1995. In 2001,
Yarlagadda established Arka Mediaworks; Arka means sunrays in Sanskrit. It produces
television content in six languages (Telugu, Tamil, Kannada, Oriya, Bangla and
Marathi). He has worked as line producer for films such as Morning Raaga, and
Anaganaga O Dheerudu. He was Executive Producer for films such as Bobby and
Pandurangadu.
Prasad Devineni is an Indian film producer known for his works in Telugu cinema.
Prasad is the board member of Arka Media Works, a film production company. He co-
produced the two part Baahubali: The Beginning (2015) premiered at the Brussels
International Fantastic Film Festival, and Baahubali 2: The Conclusion (2017)
premiered at the British Film Institute, while becoming the highest grossing Indian
multilingual film franchise of all time globally with a cumulative box office earnings of
approximately ₹1,900 crore (US$270 million).
In 2018, Netflix announced an original web series based on the blockbuster franchise,
Baahubali. Titled Baahubali: Before the Beginning, the series is a prequel to Baahubali:
The Beginning (2015) and Baahubali: The Conclusion (2017). Now Netflix and Arka
Media Works are re-envisioning the series with a new creative approach. Netflix said it
wants to do justice to the fandom the Baahubali franchise enjoys.
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The streaming platform’s statement read, ‘‘Baahubali is one of India’s most beloved
stories. To bring this universe to life in the scale and manner it deserves, we’re re-
envisioning the story along with our amazing partners. Together we want to make sure
we do justice to the expansive vision, depth of storytelling, and complex characters.”
Arka Media Works, which was also involved with SS Rajamouli’s Baahubali films, is
working towards recreating the grandeur of the Baahubali world for the audience of
Netflix. “Millions of people around the world love the Baahubali epic. Along with
Netflix we’re re-imagining this ground breaking story to entertain and inspire audiences
globally. Our vision is to recreate the world of Baahubali in all its grandeur and make it
exciting and memorable for die-hard fans and those yet to discover it,” Arka said in a
statement.
Season one of Baahubali: Before the Beginning is based on Anand Neelakantan’s book
– The Rise of Sivagami. According to the makers, the prequel series will capture
“Queen Sivagami’s journey from a rebellious and vengeful girl to a wise and unequalled
queen. Power, politics and intrigue find themselves juxtaposed against the rise of
Mahishmati- from being a city-state to an empire.”
Arka Media Works provide services such as:
• Telugu Television Shows Producing Services

• Kannada Television Shows Producing Services
• Hindi Television Shows Producing Services
• Marathi Television Shows Producing Services
• Telefilms Broadcasting Services
• Short Movies Broadcasting Services
• Animated Movie Broadcasting Services
• Bollywood Movie Broadcasting Services
• Tamil Movie Broadcasting Services
Arka Media Works has produced movies such as -Savaari (Kannada), Vedam
(Telugu), Maryada Ramanna (Telugu), Anaganaga O Dheerudu (Telugu), Panjaa
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(Telugu), Baahubali: The Beginning (Telugu), Baahubali: The Conclusion
(Telugu), Uma Maheswara Ugra Roopasya (Telugu).
Arka Media Works has produced television serials such as -Sach Honge Sapney
(Hindi), Bhagya Bidhatha (Oriya), Anjali (Kannada), Sanskar (Oriya), Mane
Ondu Mooru Bhagilu (Kannada), Malliswari (Telugu),
Chandramukhi (Telugu), Bande BarutavaKaala (Kannada), Sree Sivanarayana
Theerthulu (Telugu), Aataina Paataina (Telugu), Manasu Chooda Tharama
(Telugu), Shubhamangala (Kannada), Bada Ghara Bada Gumara Katha (Oriya),
High Tension (Bengali), High Tension (Marathi), Preethi Illada Mele (Kannada),
Deepavu Ninnade Gaaliyu Ninnade (Kannada), Sikharam (Telugu), Daanav
Hunters (Hindi), Agnisakshi (Kannada), Meghamala (Telugu), Baahubali: The
Lost Legends (English, Hindi, Tamil, Telugu), Seetha Vallabha (Kannada),
Baahubali: Before the Beginning (Hindi, Tamil, Telugu).
Arka Media works uses technology and social media platforms in order to
connect with their customers, clients, suppliers, etc. They use platforms such as:
Modernizr, GoDaddy DNS, Google Global Site Tag, Font Awesome, Unix,
YouTube, Instagram, and Twitter. Arka Media Works have a good online
presence as most of their customers have given them high ratings, giving them an
average rating of 4.8 out of 5 stars. Customers have said that their service is good
and there is swift response to any query. Customers also say that the staff are very
helpful, professional and procedure oriented. Other customers view Arka Media
Works as the best movie and TV production company in South India because of
their most prominent works Baahubali: The Beginning and Baahubali: The
Conclusion.
The Competitors of Arka Media Works in Hyderabad are-
• Suresh Productions- is an Indian film production and distribution company, a

subsidiary of Rama Naidu Studios, founded by D. Ramanaidu. Suresh
Productions is one of India's largest film production companies with over 50
40
years of contribution to national and regional cinema. The first film of this
production house was Ramudu Bheemudu with NTR in 1964. They have
produced a large number of movies, 126 to be exact, including 3 films that are yet
to be released.
• Annapurna Studios- is a production house established in 1976 by the late Telugu
actor Nageswara Rao Akkineni. Located in the heart of Hyderabad city, the 8.9-
hectare (22-acre) company mainly produces Telugu films and also provides
various production and post-production facilities.
• Anjana Productions- is an Indian film production company established by
Chiranjeevi and his brother Nagendra Babu in the year 1988. Named after their
mother Anjana Devi. Anjana Productions is one of the noted Production
companies in Telugu Cinema and is considered the home production company of
Allu–Konidela family. They have produced around 10 movies.
Arka Media Works has stiff competition within the specific geographical location, i.e.,
Hyderabad. All the above mentioned production houses have been established by
eminent Telugu actors and has been run for generations and for decades. Compared to
their competitors, Arka Media Works is a smaller company, but blockbuster films like
Baahubali: The Beginning and Baahubali: The Conclusion have boosted their presence
in the media & entertainment industry. It has made them one of the biggest production
houses in India in terms of success and revenue.
SWOT ANALYSIS OF ARKA MEDIA WORKS
Strengths
Arka Media Works is a film and television serials production company established in
2001. They are company that is growing with the everchanging, competitive world.
Even though they are a firm that has recently developed, they have learnt to adapt to
their environment. They have produced films keeping in mind the viewers and
customers. They were willing to shoulder the risk of producing Baahubali because the
movie was done on a large scale. Risks and rewards are inseparable. Therefore, their
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willingness to take risks is their greatest strength. Taking the risk yielded them fruitful
results, giving them much more than they invested.
Weaknesses
Though they have produced both the Baahubali movies which is their name to fame,
this might also be a risk to the company. Baahubali is an epic that is loved by audiences
in India as well as around the world. But eventually, the Baahubali fever will die down
and when that happens the production house might end up producing movies similar to
it. Producing similar movies will make it monotonous for the audiences, resulting in
reduced revenue for the firm. In order to avoid this situation, they will have to take up
projects that are innovative and interesting.
Opportunities
After the release of Baahubali: The Conclusion, the production house has come up with
ideas to join with online streaming platforms such as Netflix and Amazon Prime to
showcase their animated series of Baahubali. They have been constantly innovating in
order to bring to life the world of Baahubali. Their latest opportunity is their investment
in producing their very own web series titled: Before the Beginning featuring actors
like- Mrunal Thakur, Rahul Bose, Atul Kulkarni and others. The opportunities are
available in the form of new and innovative ideas that are given to them by budding
directors. Making prequels to Baahubali is a very innovative idea, but so will be the
obvious opportunity to create a sequel to Baahubali: The Conclusion. Baahubali has had
a huge impact on the Indians and people will flock around theatres in order to watch the
sequels, no matter how many they produce. Another opportunity for them would be the
chance to work with and produce Bollywood movies alongside famous directors. If they
make proper use of these opportunities, they will be able to scale greater heights.
Threats
Production houses established and owned by eminent Telugu actors could be their
potential threat. The other production houses located in Hyderabad are much bigger
than them in size as well as when it comes to the number of movies they produce. These
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firms often overshadow Arka Media Works, making them a lesser known production
house. The competitors may try to attract as many new ideas as possible, making it
difficult for Arka to get new projects. Due to this pressure they might have to close
down after maybe five years. In order to avoid this, they have to maintain good relations
with film directors as well as others in the industry.
Strengths Weaknesses
• Ability to grow along with • End of Baahubali fever
technology • Future production of similar
• Producing according to the films
likes of viewers • Monotonous films which
• Risk taking ability which could greatly reduce their
was fruitful to them revenues
Opportunities Threats
• New animated series on • Other eminent production
Amazon Prime houses
• Web series that could be • Might not get enough
streamed on Netflix projects
• Probable sequel to • Might have to close down
Baahubali: The Conclusion due to increasing
competition
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MEDIA AND ENTERTAINMENT INDUSTRY
The media and entertainment industry has "humongous" potential in India and can grow
up to four times to USD 100 billion in the next 10 years, said Star & Disney India
Managing Director K Madhavan.
The audience demand for entertainment is only going up and the mode of distribution
has changed for the industry, he said in his valedictory address in the 'Big Picture
Summit' organised by industry body CII.
Currently, the media and entertainment industry stands at USD 24 billion and is about
one per cent of the country's gross domestic product (GDP), he added.
"The industry has the potential to grow from USD 24 billion to USD 100 billion by
2030, which is what our vision is and our target should be. The potential of the media
industry is untapped and humongous," said Madhavan.
However, he also added that the industry needs 'light-touch regulation' and need to be
able to experiment with content and technology.
"The regulatory framework has to be supportive to grow the sector. We hope that
through continued discussion and collaboration with the policymakers, we will be able
to fully implement the principles of the 'ease of doing business'," he said adding that the
industry needs to be able to invest in growth.
While talking about the industry potential, Madhavan said television penetration in
India is only 70 per cent and has huge space to grow.
"We have 300 million households and even today barely 200 million households are
connected to TV. That is another positive thing for the industry, one-third of the market
is still away from the television," he said.
Moreover, television and streaming platforms' average revenue per user in India
remains much lower compared to developed markets. "Out of 1.2 billion mobile phones,
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only half of them are smartphones, which is 600 million. Mobile phones act today as
personal screens and play a major role in content consumption," said Madhavan, who is
also chairman of the CII National Committee on Media and Entertainment.
He added that the number of screens has gone up dramatically from 200 million to 600
million screens, and is growing.
While talking about the film industry, Madhavan said it is passing through a "critical"
phase.
It has suffered in theatrical revenue in 2020 but they grew in digital and non-linear
space, which is expected to grow at 30 per cent CAGR (compound annual growth rate)
in the coming two years.
Across the world, reputed publishers in the print space have expanded their operations
to podcasts, online apps, and other extensions, Madhavan said. "In India, there has
recently been a rise in subscription-only journalism, especially online."
Animation and visual effects are also at an inflexion point."India has less than 10 per
cent of the global market share in VFX and animation, despite costs being almost one-
fifth of developed markets," Madhavan said. An effort in creating a skilled production
base and offering incentives will help India capture a larger share of the growing global
market, he added.
Recent development/Investments
Foreign Direct Investment (FDI) inflow in the Information and Broadcasting (I&B)
sector (including Print Media) for the period April 2000 - June 2020 stood at US$ 9.33
billion as per the data released by Department for Promotion of Industry and Internal
Trade (DPIIT).
• In November 2020, multiplex chain operator PVR Cinemas tied up with business
accelerator firm India Accelerator (IA) to mentor start-ups working in the media
and entertainment space. Selected start-ups will get access to PVR-IA’s
45
technological and business infrastructure, mentoring, and network-building
opportunities.
• In October 2020, Zee5 partnered with Kellton Tech, a global leader in digital
transformation and integration, to build a next-generation, cloud-native content
management system (CMS) that delivers relevant, real-time content experiences
across all constituents of business.
• In October 2020, GB Labs launched ‘Unify Hub’ to provide tools to help
maximize productivity of production and post-production artists in the media and
entertainment industry.
• In October 2020, Zee Entertainment Enterprises Limited launched its first
lifestyle channel, Zee Zest, featuring diverse lifestyle content such as food, travel,
lifestyle, home improvement, wellness and culture.
• In September 2020, Langhard, a film investment, production and distribution
company based in the UK, formed a joint venture with content company Divinity
Studios. Langhard will make investments worth ~US$ 20 million to develop,
commission, produce, and distribute over 20 films and web series in the next 36–
45 months.
• In September 2020, Kolkata Knight Riders partnered with Meraki Sport and
Entertainment to create and implement holistic solutions via a digital-first
approach to enhance and engage its fan base worldwide.
• In September 2020, Dream11’s (Indian fantasy sports app) parent firm, Dream
Sport, raised US$ 225 million, increasing its valuation to ~US$ 2.5 billion. Tiger
Global Management, TPG Tech Adjacencies (TTAD), ChrysCapital and Footpath
Ventures led the financing round.
• In September 2020, Zee Entertainment Enterprises Ltd., launched pay-per-view
movie service, Zee Plex, a new film distribution service, to display new films on
DTH and OTT platforms. This move aims at meeting the growing demand for
watching movies among consumers amid coronavirus pandemic.
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• In September 2020, BenQ (display technology devices manufacturer) launched a
new Home Entertainment Projector TH585 to meet the growing demand of
content-viewing experience at home and enhance the OTT market in India
• In September 2020, ALTBalaji partnered with Chingari (a short-video app) to
increase its reach in the ‘Hindi Speaking Market’ (HSM) and strengthen its
market presence in India.
• In September 2020, Nickelodeon India partnered with Nickelodeon International
to co-produce a new series. This collaboration aims at fusion elements of western
and eastern storytelling elements.
Government Initiatives
The Telecom Regulatory Authority of India (TRAI) is set to approach the Ministry of
Information and Broadcasting, Government of India, with a request to Fastrack the
recommendations on broadcasting, in an attempt to boost reforms in the broadcasting
sector. The Government of India has agreed to set up National Centre of Excellence for
Animation, Gaming, Visual Effects and Comics industry in Mumbai. The Indian and
Canadian Government have signed an audio-visual co-production deal to enable
producers from both the countries exchange and explore their culture and creativity,
respectively.
On September 2, 2020, Government of India announced its plans to develop an

Animation, Visual Effects, Gaming and Comic (AVGC) Centre for Excellence in
collaboration with IIT Bombay. The centre is expected to launch in the next 1-2 years
(2021-2022). The AVGC sector is the fastest growing sector, rising at a rate of ~29%
between 2019 and 2024, while the audiovisual and services sector is expanding at a rate
of ~25%.
The Government of India has supported M&E industry’s growth by taking various
initiatives such as digitising the cable distribution sector to attract greater institutional
47
funding, increasing FDI limit from 74% to 100% in cable and DTH satellite platforms,
and granting industry status to the film industry for easy access to institutional finance.
Digital audio–visual content including films and web shows on over-the-top (OTT)
streaming platforms, as well as news and current affairs on online platforms, have been
brought under the Ministry of Information and Broadcasting in November 2020.
48
Chapter IV: Data Analysis &
Interpretation
49
1) What is your age?
Table No.4.1- Table showing age of the respondents
Age Total Number Percentage (%)

21-29 years old 46 18.40
30-39 years old 34 36.80
40-49 years old 23 27.20
Above 50 years 21 17.60
Total 125 100
Graph No. 4.a- Graph showing age of the respondents
Analysis:
The above table and graph show that respondents between the age group 21-29 years are
18.40%, 30-39 years are 36.80%, 40-49 years are 27.20% and above 50 years are
17.60%.
Inference:
The above table and graph show that maximum respondents belong to the age group 30-
39 years and respondents above 50 years is the minimum.
50
2) What gender do you identify as?
Table no. 4.2- Table showing gender of respondents
Gender Total Number Percentage (%)

Male 63 50.40
Female 61 48.80
Others 0 0
Prefer not to answer 1 0.80
Total 125 100
Graph No. 4.b- Graph showing gender of respondents
Analysis:
The above table & graph shows that 50.40% of the respondents are male employees,
48.80% of the respondents are female employees and 0.80% of the respondents
preferred not to answer.
Inference:
The above table & graph shows that majority of the respondents are male employees
and some of the respondents preferred not to answer.
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3) What is the highest degree or level of education you have competed?
Table 4.3- Table showing highest level of education completed by

respondents
Level of Education Total Number Percentage (%)

High School 4 3.20
Bachelor’s Degree 56 44.80
Master’s Degree 62 49.60
Ph. D or higher 3 2.40
Total 125 100
Graph No. 4.c- Graph showing highest level of education completed by

respondents
Analysis:
The above table shows that 3.20% of the respondents who have studied upto High
School, 44.80% of the respondents who have completed their Bachelor’s Degree,
49.60% of the respondents who have completed their Master’s Degree and 2.40% of the
respondents who have completed their Ph.D or higher.
Inference:
52
The graph shows that majority of the respondents have completed their Master’s Degree
and minimum respondents have completed their Ph.D or higher.
4) Are you married?
Table No. 4.4- Table showing marital status of the respondents
Options Total Number Percentage (%)

Yes 107 85.60
No 18 14.40
Total 125 100
Graph No. 4.d- Graph showing marital status of the respondents
Analysis:
The above table & graph shows that 85.60% of the respondents are married and 14.40%
of the respondents are unmarried.
Inference:
The table and graph show that majority of the respondents are married and the
remaining respondents are unmarried.
53
5) What is your monthly income?
Table No. 4.5- Table showing monthly income of the respondents
Annual Income Total Number Percentage (%)

Less than Rs 50000 56 49.60
Rs 50000 – Rs 75000 19 16.80
Rs 75000 – Rs 100000 17 15.00
More than Rs 100000 21 18.60
Total 125 100
Graph No. 4.e- Graph showing monthly income of the respondents
Analysis:
The above table & graph shows that 49.60% of the respondents earn less than Rs 50000,
16.80% of the respondents earn between Rs 50000 – Rs 75000, 15% of the respondents
earn between Rs 75000 – Rs 100000 and 18.60% of the respondents earn more than Rs
100000.
Inference:
The above table & graph shows that majority of the respondents earn less than Rs 50000
and minimum respondents earn between Rs 75000- Rs 100000.
54
6) Have you ever approached the grievance cell for any of your personal
problems?
Table No. 4.6- Table showing number of employees who have approached the
grievance cell for their personal problems

Yes 16 12.80
No 102 81.60
Maybe 7 5.60
Total 125 100
Graph No. 4.f- Graph showing number of employees who have approached the
grievance cell for their personal problems
Analysis:
The above table & graph shows that 12.80% respondents have approached the grievance
cell with their personal problems, 81.60% of the respondents haven’t approached and
5.60% of the respondents may have approached the grievance cell.
Inference:
The above table & graph shows that maximum respondents have not taken their
personal problems to the grievance cell and a minimum number of employees have
approached the grievance cell.
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7) Managers play a key role in addressing employee grievances.
Table No. 4.7- Table showing the responses to the statement: Managers play a key
role in addressing employee grievances.

Strongly Agree 40 32.00
Agree 56 44.80
Neutral 22 17.60
Disagree 4 3.20
Strongly Disagree 3 2.40
Total 125 100
Graph No. 4.g- Graph showing the responses to the statement: Managers play a
key role in addressing employee grievances.
Analysis:
The above table & graph shows that 32% of the respondents strongly agree that
managers play a key role in addressing employee grievances, 44.80% of the respondents
agree with the statement, 17.60% of the respondents remain neutral in their views,
3.20% of the respondents disagree with the statement and 2.40% of the respondents
strongly disagree with the statement.
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Inference:
The above table & graph shows that majority of the respondents agree with the
statement and minimum respondents strongly disagree with the statement.
8) The company is responsible for a formal grievance redressal process for its
employees.
Table No. 4.8- Table showing responses to the statement: The company is
responsible for a formal grievance redressal process for its employees.

Agree 70 56.00
Neutral 10 8.00
Disagree 0 0
Strongly Disagree 0 0
Total 125 100
Graph No. 4.h : showing responses to the statement: The company is responsible
for a formal grievance redressal process for its employees.
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Analysis:
The above table & graph shows that 36% of the respondents strongly agree with
statement, 56% of the respondents agree with the statement, 8% of the respondents
remain neutral in their views, and none of the respondents disagree or strongly disagree
with the statement.
Inference:
The graph shows that maximum respondents agree with the statement and minimum
respondents are neutral in their views.
9) Are you aware about the grievance handling procedure in your

organisation?
Table No. 4.9- Table showing responses to the question: Are you aware about the
grievance handling procedure in your organisation?

Yes 74 59.20
No 33 26.40
Maybe 18 14.40
Total 125 100
Graph No. 4.i- Graph showing responses to the question: Are you aware about the
grievance handling procedure in your organisation?
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Analysis:
The above table shows that 59.20% of the respondents are aware about the grievance
handling procedure in their organisation, 26.40% of the respondents are not aware about
it and 14.40% of the respondents may be aware about it.
Inference:
The graph shows that maximum respondents are aware about the grievance handling
procedure in their organisation and the remaining respondents may be aware about the
grievance handling procedure in their organisation.
10) After the management has redressed the problems, the employees are
satisfied.
Table No. 4.10- Table showing responses to the statement: After the management
has redressed the problems, the employees are satisfied.

Agree 68 54.40
Neutral 48 38.40
Disagree 4 3.20
Total 125 100
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Graph No. 4.j- Graph showing responses to the statement: After the management
has redressed the problems, the employees are satisfied.
Analysis:
The above table & graph shows that 3.20% of the respondents strongly agree with the
statement, 54.40% of the respondents agree with the statement, 38.40% of the
respondents remain neutral in their views, 3.20% of the respondents disagree with the
statement and 0.80% of the respondents strongly disagree with the statement.
Inference:
60
11) Managers are understanding and show empathy towards the
employees when they come to them with their problems.
Table No. 4.11- Table showing responses to the statement: Managers are
understanding and show empathy towards the employees when they come to them
with their problems.

Agree 64 51.20
Neutral 40 32.00
Disagree 7 5.60
Total 125 100
Graph No. 4.k: Graph showing responses to the statement: Managers are
understanding and show empathy towards the employees when they come to them
with their problems.
Analysis:
statement, 51.20% of the respondents agree with the statement, 32% of the respondents
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remain neutral in their views, 5.60% of the respondents disagree with the statement and
0.80% of the respondents strongly disagree with the statement.
Inference:
12) The management has been making efforts to dispose off all grievances
procedurally with a view to ensure justice and satisfaction to the employees.
Table No. 4.12- Table showing responses for the statement- the management
makes all efforts to dispose off all grievances…

Agree 71 56.80
Neutral 35 28.00
Disagree 7 5.60
Total 125 100
Graph No. 4.l- Graph showing responses for the statement- the management
makes all efforts to dispose off all grievances…
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Analysis:
0.80% of the respondents strongly disagree with the statement.
Inference:
The above table & graph shows that maximum respondents agree with the statement
and minimum respondents strongly disagree with the statement.
13) When employees are satisfied with the grievance redressal their
performance improves considerably.
Table No. 4.13: Table showing responses for the statement: When employees are
satisfied… performance improves considerably.
Agree 76 60.80
Neutral 10 8.00
Disagree 2 1.60
Total 125 100
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Graph No. 4.m: Graph showing responses for the statement: When employees are
satisfied… performance improves considerably.
Analysis:
The above table shows that 29.60% of the respondents strongly agree with the
none of the respondents strongly disagree with the statement.
Inference:
The chart shows that majority of the respondents agree with the statement and minimum
respondents have disagreed with the statement.
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14) Grievance handling procedure is quite a tedious process, employees
would rather not take their grievance to the manager.
Table No. 4.14: Table showing responses for the statement- Grievance handling
procedure is quite a tedious process.

Agree 42 33.60
Neutral 33 26.40
Disagree 33 26.40
Total 125 100
Graph No. 4.n- Graph showing responses for the statement- Grievance handling
procedure is quite a tedious process.
Analysis:
The above table shows that 8.80% of the respondents strongly agree with the statement,
33.60% of the respondents agree with the statement, 26.40% of the respondents remain
neutral in their views, 26.40% of the respondents disagree with the statement and 4.80%
of the respondents strongly disagree with the statement.
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Inference:
number of respondents have strongly disagreed with the statement.
15) An employee's immediate manager is usually the person to approach

when he/she has a grievance.
Table No. 4.15: Table showing responses for the statement- An employee's
immediate manager… he/she has a grievance.

Agree 77 61.60
Neutral 16 12.80
Disagree 7 5.60
Total 125 100
Graph No. 4.o: Graph showing responses for the statement- An employee's
immediate manager… he/she has a grievance.
Analysis:
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Inference:
16) After the grievance has been redressed, the management has a follow-
up to ensure that you are satisfied with the solution.
Table No. 4.16- Table showing responses for the statement: After the grievance has
been redressed… you are satisfied with the solution.

Agree 80 64.00
Neutral 14 11.20
Disagree 7 5.60
Total 125 100
Graph No. 4.p: Graph showing responses for the statement: After the grievance
has been redressed… you are satisfied with the solution.
67
Analysis:
The above table shows that 15.20% of respondents strongly agree with the statement,
64% of the respondents agree with the statement, 11.20% of the respondents remain
neutral in their views, 5.60% of the respondents disagree with the statement and 4% of
the respondents strongly disagree with the statement.
Inference:
17) Efficient grievance redressal procedure promotes healthy relations

between employees and the company.
Table No. 4.17: Table showing responses for the statement: Efficient grievance
redressal procedure… employees and the company.

Agree 61 48.80
Neutral 6 4.80
Disagree 1 0.80
Total 125 100
68
Graph No. 4.q: Graph showing responses for the statement: Efficient grievance
redressal procedure… employees and the company.
Analysis:
The above table & graph shows that 45.60% of the respondents strongly agree to the
statement and none of the respondents have strongly disagreed with the statement.
Inference:
The above table & chart shows that majority of the respondents agree with the statement
and minimum number of respondents have disagreed with the statement.
Chi Square Test:
Inference:
Null Hypothesis (H0): Efficient grievance redressal procedure does not promote healthy
relations between employees and the company.
69
Alternate Hypothesis (H1): Efficient grievance redressal procedure does promote
healthy relations between employees and the company.
Since, the Calculated Value > Tabulated Value, Null Hypothesis (H0) is rejected and
Alternate Hypothesis (H1) is accepted.
18)When it comes to a group grievance, the management tries to solve it

immediately as it concerns many employees.
Table No. 4.18: Table showing responses for the statement- When it comes to a
group grievance… as it concerns many employees.

Agree 68 54.40
Neutral 17 13.60
Disagree 5 4.00
Total 125 100
Graph No. 4.r: Graph showing responses for the statement- When it comes to a
group grievance… as it concerns many employees.
70
Analysis:
respondents remain neutral in their views, 4% of the respondents disagree with the
Inference:
statement and minimum number of respondents have strongly disagreed with the
statement.
19)The management ensures confidentiality when it comes to a sensitive

grievance.
Table No. 4.19: Table showing responses for the statement- The management
ensures confidentiality when it comes to a sensitive grievance.

Agree 67 53.60
Neutral 21 16.80
Disagree 6 4.80
Total 125 100
71
Graph No. 4.s- Graph showing responses for the statement- The management
Analysis:
statement and none of the respondents have strongly disagreed with the statement.
Inference:
The graph shows that majority of the respondents agree with the statement and
minimum number of respondents have disagreed with the statement.
72
20)Does the grievance redressal cell serve the purpose for which it has been
set up?
Table No. 4.20: Table showing responses for the question- Does the grievance
redressal cell serve the purpose for which it has been set up?

Yes 64 51.20
No 5 4.00
Maybe 56 44.80
Total 125 100
Graph No. 4.t: Graph showing responses for the question- Does the grievance
redressal cell serve the purpose for which it has been set up?
Analysis:
The above table & graph shows that 51.20% of the respondents are of the opinion that
the grievance redressal cell serves the purpose for which it has been set up, 4% of the
respondents are of the opinion that it does not serve the purpose and 44.80% of the
respondents are of the opinion that it may serve the purpose for which it has been set up.
Inference:
The above table & graph shows that majority of the respondents are of the opinion that
the grievance redressal cell serves the purpose for which it has been set up and
73
minimum number of respondents are of the opinion that it may serve the purpose for
which it has been set up for.
21) A good grievance redressal system keeps the management in check, and
also to be sensitive to their employees' problems.
Table No. 4.21: Table showing responses for the statement- A good grievance
redressal system… sensitive to their employees' problems.

Agree 71 56.80
Neutral 19 15.20
Disagree 1 0.80
Total 125 100
Graph No. 4.u: Graph showing responses for the statement- A good grievance
redressal system… sensitive to their employees' problems.
Analysis:
74
Inference:
The table & graph shows that majority of the respondents agree with the statement and
minimum number of respondents have disagreed & strongly disagreed with the
statement.
22)On a scale of 1(highly unsatisfied) to 5(highly satisfied), how

understanding is your manager when you take your grievance to him?
Table No. 4.22: Table showing responses for the question- On a scale of 1 to 5, how
understanding is your manager when you take your grievance to him?

1 9 7.20
2 8 6.40
3 41 32.80
4 48 38.40
5 19 15.20
Total 125 100
Graph No. 4.v- Graph showing responses for the question- On a scale of 1 to 5,
how understanding is your manager when you take your grievance to him?
Chart Title
50
40
30
48
20 41
10 19
9 8
0
1 2 3 4 5
Column1 Column3 Column2
75
Analysis:
The above table shows that 7.20% of the respondents have given a rating of 1 on a scale
of 1 to 5, 6.40% of the respondents have given a rating of 2, 32.80% of the respondents
have given a rating of 3, 38.40% of the respondents have given a rating of 4 and 15.20%
of the respondents have given a rating of 5.
Inference:
The graph shows that majority of the respondents have given a rating of 4 on a scale of
1 to 5 on how understanding their managers are and minimum respondents have given a
rating of 2 on a scale of 1 to 5.
23)Does the management gather all relevant facts about your grievance?
Table No. 4.23: Table showing responses for the question- Does the management
gather all relevant facts about your grievance?

Yes 62 49.60
No 18 14.40
Maybe 45 36.00
Total 125 100
Graph No. 4.w: Graph showing responses for the question- Does the management
gather all relevant facts about your grievance?
76
Analysis:
The above table shows that 49.60% of the respondents are of the opinion that the
management gathers all relevant facts about their grievance, 14.40% of the respondents
are not of the opinion that all the facts of the grievance are gathered and 36% of the
respondents are of the opinion that they may collect all the facts about the grievance.
Inference:
The graph shows that majority of the respondents are of the opinion that the
management collects all the facts of the grievance and minimum number of respondents
are of the opinion that the management doesn’t collect all relevant facts.
24)Grievance redressal is one of the major components of job satisfaction.
Table No.4.24: Table showing responses for the statement- Grievance redressal is
one of the major components of job satisfaction.

Agree 71 56.80
Neutral 14 11.20
Disagree 2 1.60
Total 125 100
77
Graph No. 4.x: Graph showing responses for the statement- Grievance redressal is
one of the major components of job satisfaction.
Analysis:
Inference:
statement and minimum number of respondents have strongly disagreed with the
statement.
78
25)On a scale of 1(highly unsatisfied) to 5(highly satisfied), how would you
rate the solutions given at the end of the grievance redressal?
Table No. 4.25: Table showing responses for the question- On a scale of 1 to 5, how
would you rate the solutions given at the end of the grievance redressal?

1 6 4.80
2 8 6.40
3 47 37.60
4 55 44.00
5 9 7.20
Total 125 100
Graph No. 4.y: Graph showing responses for the question- On a scale of 1 to 5,
how would you rate the solutions given at the end of the grievance redressal?
Chart Title
60
40
55
47
20
6 8 9
0
1 2 3 4 5
Rating Series 2 Series 3
Analysis:
The above table & graph shows that 4.80% of the respondents have given a rating of 1
on a scale of 1 to 5, 6.40% of the respondents have given a rating of 2, 37.60% of the
respondents have given a rating of 3, 44% of the respondents have given a rating of 4
and 7.20% of the respondents have given a rating of 5.
79
Inference:
The above table & graph shows that majority of the respondents have given a rating of 4
on a scale of 1 to 5 on the solutions given at the end of the grievance redressal and
minimum number of respondents have given a rating of 1 on a scale of 1 to 5.
80
Chapter V: Findings,
Suggestions & Conclusion
81
FINDINGS
• It was found that employees between 30-39 years of age group are the majority
employees from the Media and Entertainment Industry at 36.80% and 17.60% of
the employees are from the age group Above 50 years.
• It was observed that 50.40% of the employees in the Media and Entertainment
Industry are male employees and 0% of the employees belong to the Others
gender group.
• It was found that 49.60% of the employees in the Media and Entertainment
Industry have completed their Master’s Degree and 2.40% of the employees have
completed their Ph. D or higher.
Industry are married and 14.40% of the employees are unmarried.
Industry earn less than Rs 50000 and 15% of the employees have an income of Rs
75000 – Rs 100000.
• It was observed that 81.60% of the employees have not taken their personal
problems to the grievance cell and 5.60% of the employees may have taken their
problems to the grievance cell.
• It was found that 44.80% of the employees agree with the statement – managers
play a key role in addressing employee grievances and 2.40% of the employees
strongly disagree with the statement.
• It was observed that 56% of the respondents agree with the statement - The
company is responsible for a formal grievance redressal process for its employees
and 0% of the employees have disagreed & strongly disagreed with the statement.
• It was found that 59.20% of the respondents are aware about the grievance
handling procedure in their organization and 14.40% of the employees may be
aware about it.
82
• It was observed that 54.40% of the respondents agree with the statement - After
the management has redressed the problems, the employees are satisfied and
0.80% of the employees have strongly disagreed with the statement.
• It was found that 51.40% of the respondents agree with the statement and 0.80%
of the employees have strongly disagreed with the statement - Managers are
understanding and show empathy towards the employees when they come to
them with their problems.
• It was observed that 56.80% of the respondents agree with the statement and
0.80% of the employees have strongly disagreed with the statement - The
management has been making efforts to dispose off all grievances procedurally
with a view to ensure justice and satisfaction to the employees.
• It was found that 60.80% of the respondents agree with the statement and 0% of
the employees have strongly disagreed with the statement - When employees are
satisfied with the grievance redressal their performance improves considerably.
of the employees have strongly disagreed with the statement - Grievance handling
procedure is quite a tedious process, employees would rather not take their
grievance to the manager.
of the employees have strongly disagreed with the statement - An employee's
immediate manager is usually the person to approach when he/she has a
grievance.
• It was observed that 64% of the respondents agree with the statement and 4% of
the employees have strongly disagreed with the statement - After the grievance
has been redressed, the management has a follow-up to ensure that you are
satisfied with the solution.
the employees have strongly disagreed with the statement - Efficient grievance
83
redressal procedure promotes healthy relations between employees and the
company.
0.80% of the employees have strongly disagreed with the statement - When it
comes to a group grievance, the management tries to solve it immediately as it
concerns many employees.
the employees have strongly disagreed with the statement - The management
• It was observed that 51.20% of the respondents are of the opinion that the
grievance redressal cell serves the purpose for which it has been set up and 4% of
the employees are of the opinion that it doesn’t serve the purpose for which it has
been set up.
of the employees have disagreed & strongly disagreed with the statement - A
good grievance redressal system keeps the management in check, and also to be
sensitive to their employees' problems.
• It was observed that 38.40% of the respondents have given a rating of 4 on a scale
of 1 to 5 and 6.40% of the employees have given a rating of 2 on a scale of 1 to 5
on how understanding their managers are.
• It was found that 49.60% of the respondents are of the opinion that the
management collects all the facts of the grievance and 14.40% of the respondents
are of the opinion that the management doesn’t collect all relevant facts.
0.80% of the employees have strongly disagreed with the statement - Grievance
redressal is one of the major components of job satisfaction.
• It was found that 44% of the respondents have given a rating of 4 on a scale of 1
to 5 and 4.80% of the employees have given a rating of 1 on a scale of 1 to 5 on
the solutions given at the end of the grievance redressal.
84
SUGGESTIONS
• Ensure that there is a grievance cell and grievance redressal committee: Many
employees have said that in their organizations, there is no grievance cell or
grievance redressal committee. The organization needs to make space for a
grievance cell within the office premises. The management can set up a grievance
cell using less space because nowadays office furniture is available that can be
used for multiple purposes, can be easily moved and it occupies less space
compared to traditional office furniture which is bulky and occupies a lot of
space. They need to form a committee with at least five members including
managers. They need to make a grievance cell available to all the employees
because only when the employees’ grievances are sorted out will their
performance improve. The organization needs to have a grievance redressal cell
in order to maintain good relations between the employees and the management.
• Grievance redressal should be a speedy process: The organization needs to ensure

that the grievances of the employees are resolved/redressed at the earliest. The
management needs to set a time limit within which the grievance has to be
redressed. The management can achieve this by scheduling regular meetings with
all the employees to know if they have any grievances or not and the management
also needs to have regular follow ups to ensure that the employees are satisfied
with the solution given or. Many of the employees have agreed to the statement –
grievance handling procedure is a very time consuming and tedious process and
they would rather not take their grievance to the manager at all. The employees
should be given the right to take the grievance to higher authority in case the
solution to the grievance is not given within the stipulated time period. When the
management resolves the employees’ grievances at the earliest, the employees
will not hesitate to bring forth their grievances to the management in the future.
85
• Make available an online portal for employees to view grievance redressal status:
The management should create an online portal for employees’ grievance
redressal. This feature can be added separately or as part of their staff portal. The
management can achieve this without incurring much cost because it is online.
The portal should have features such as – list of past grievances of that particular
employee, date & time of submission of grievance, expected redressal date,
intercom facility where the employee can chat with the grievance redressal
committee members, facility to take the grievance to the upper management, etc.
The online portal should be made secure so that sensitive grievances are
maintained with a high level of confidentiality.
• Employ empathetic managers: While recruiting new managers or promoting an

existing employee to the manager’s post, the management needs to check whether
the candidate is empathetic towards others around him or not. When employees
come with their problems, they want to approach someone who is caring &
understanding and not someone who doesn’t understand their feelings. The
management can achieve this by mentioning empathetic nature as one of the
requirements for the post of manager in the job description itself. They need to
employ managers who can understand the problems faced by female employees.
The management should make arrangements such that the employee with the
grievance shares his/her problem with someone other than their direct manager.
This enables the employees to freely share their problems and feelings. Usually,
if the employees have grievances, they have to take their problem to their
immediate manager whom they are working under. This discourages the
employees from taking their problems to the manager because of the fear of the
manager himself and how this would affect his/her job.
86
• Follow open door policy: The management needs to follow an open-door policy
if they truly want to understand the problems of their employees. The
management can achieve this by strategically locating the grievance cell so that it
is easy for the employees to approach them with their grievances. They should
keep a drop box which can be used by the employees to drop in their grievances
and suggestions. They also need to put this into action because- another
observation is that the management informs the employees during the orientation
that they always follow an open-door policy, but in reality, it’s the complete
opposite. Most of the managers are strict and focus only on getting the employees
to do their work rather than understanding them. The management has to ensure
the employees that taking their grievance to the grievance redressal cell is not
going to put their job at risk and that they can freely take their grievances even if
it is about their immediate manager.
87
CONCLUSION
The topic that the research project is focused on is - grievance redressal procedure for
employees in the Media & Entertainment Industry.
The objectives of this research project was - to study the effectiveness of grievances
handling mechanism, to identify whether the employees are aware of the grievance
handling mechanism, to identify whether the grievance handling system leads to a
favourable attitude towards the management, to identify that the grievance handling
system leads to a mutual understanding between employees and the management and; to
know the level of satisfaction towards the grievance handling procedure of the
organization.
Primary and secondary sources of data have been used to conduct this research. A
survey was conducted by sending a questionnaire containing 25 questions based on
grievance redressal process to employees from the media & entertainment industry to
study the effectiveness of the grievance redressal cell in organisations. Google Forms
were used to send and collect information from the respondents. Google Sheets was
used to analyse and interpret the collected data. A Chi Square Test was done to check
the effectiveness of the hypothesis. Secondary data was used to collect information
about the company, the industry, competitors, etc.
The survey that was conducted helped in achieving the set objectives. It helped in
understanding what the employees think about the grievance redressal procedure and
about its effectiveness. The survey showed that some of the employees were not
satisfied with the way their grievance was handled at all. This shows that the
organisation needs to work on their grievance redressal mechanisms in order to ensure
improved performance of the employees because when the employee’s grievance is not
solved, then his morale reduces which in turn reduces his work performance. The
organisation should consider working on the mentioned suggestions to improve their
grievance redressal procedure.
88
The major findings were - 44% of the respondents have given a rating of 4 on a scale of
1 to 5 on the solutions given at the end of the grievance redressal, 54.40% of the
respondents agree with the statement - When it comes to a group grievance, the
management tries to solve it immediately as it concerns many employees and; It was
found that 51.40% of the respondents agree with the statement - Managers are
understanding and show empathy towards the employees when they come to them with
their problems.
Approximately half the employees were dissatisfied with the grievance redressal
procedure in their organization. Dissatisfied employees are a source of increased
employee turnover. It is better for the organization to keep their existing employees
rather than recruiting new employees which means that the organization will be
incurring more costs in recruiting & training. Therefore, having a good and efficient
grievance redressal cell in the organization is highly important.
89
ANNEXURE
1) What is your age?

A. 21-29 years old
B. 30-39 years old
C. 40-49 years old
D. Above 50 years old
2) What gender do you identify as?

A. Male
B. Female
C. Others
D. Prefer not to answer
3) What is the highest degree or level of education you have competed?

A. High School
B. Bachelor’s Degree
C. Master’s Degree
D. Ph.D. or higher
4) Are you married?

A. Yes
B. No
5) What is your monthly income?

A. Less than Rs 50,000
B. Rs 50000- Rs 75000
C. Rs 75000- Rs 100000
D. More than Rs 100000
90
6) Have you ever approached the grievance cell for any of your personal problems?
A. Yes
B. No
C. Maybe
7) Managers play a key role in addressing employee grievances.

A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
E. Strongly Disagree
8) The company is responsible for a formal grievance redressal process for its
employees.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
9) Are you aware about the grievance handling procedure in your organization?
A. Yes
B. No
C. Maybe
10) After the management has redressed the problems, the employees are
satisfied.
A. Strongly Agree
B. Agree
C. Neutral
91
D. Disagree
11) Managers are understanding and show empathy towards the employees
when they come to them with their problems.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
12) The management has been making efforts to dispose off all grievances
procedurally with a view to ensure justice and satisfaction to the employees.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
13) When employees are satisfied with the grievance redressal their
performance improves considerably.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
92
14) Grievance handling procedure is quite a tedious process, and employees
would rather not take their grievance to the manager.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
15) An employee’s immediate manager is usually the person to approach when

he/she has a grievance.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
16) After the grievance has been redressed, the management has a follow-up to
ensure that you are satisfied with the solution.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
17) Efficient grievance redressal procedure promotes healthy relations between

employees and the company.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
93
18) When it comes to a group grievance, the management tries to solve it

immediately as it concerns many employees.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
19) The management ensures confidentiality when it comes to a sensitive

grievance.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
20) Does the grievance redressal cell serve the purpose for which it has been
set up?
A. Yes
B. No
C. Maybe
21) A good grievance redressal system keeps the management in check, and
also to be sensitive to their employees’ problems.
A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
94
22) On a scale of 1 to 5, how understanding is your manager when you take

your grievance to him?
A. 1
B. 2
C. 3
D. 4
E. 5
23) Does the management gather all relevant facts about your grievance?
A. Yes
B. No
C. Maybe
24) Grievance redressal is one of the major components of job satisfaction.

A. Strongly Agree
B. Agree
C. Neutral
D. Disagree
25) On a scale of 1 to 5, how would you rate the solutions given at the end of
the grievance redressal?
A. 1
B. 2
C. 3
D. 4
E. 5
95
BIBLIOGRAPHY
• Smriti Chand (2019), Grievance Handling: Definition, Features Causes, and

Effects, Your Article Library.
• D. Keerthi (2020), Arka Media Works Private Limited, ZaubaCorp.
• Atul Bist (2020), Media Sector, Invest India.
96

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DEVISE AN EFFICIENT PROCESS FOR EMPLOYEES TO SHARE GRIEVANCES

IN THE ENTERTAINMENT INDUSTRY

Ms. Priscilla Nathaniel

Reg. No: 18BBA031A

Under the guidance of

Department of Commerce & Management

Jyoti Nivas College Autonomous

Name: Luvieen Alva

Registered Address: Corporate Office:

Dr. Mrs. Lalitha Raman Late Dr. Sr. Elizabeth CS

Head of the Department of Principal

Commerce & Management, Jyoti Nivas College

Jyoti Nivas College Autonomous

Date:09/05/2021 Mrs. Vidya HS

Place: Bangalore (Research Guide)

Jyoti Nivas College Autonomous

Place: Bangalore PRISCILLA NATHANIEL

Date: 09/05/2021 Reg. No: 18BBA031A

Jyoti Nivas College Autonomous

Date: 09/ /2021 Priscilla Nathaniel

Place: Bangalore 18BBA031A

Ch.No. Contents Page No.

Table Contents Pg. No.

Graph Contents Pg. No.

Researcher: Priscilla Nathaniel

Presentation Title: Efficient Grievance Redressal Procedure

Research Project Topic: Devise an Efficient Process for Employees to Share

College: Jyoti Nivas College Autonomous, Bangalore

Student Level: Under Graduate

Presentation Type: Oral Presentation

HUMAN RESOURCE MANAGEMENT

HUMAN RESOURCE MANAGEMENT DEFINITION

According to Pigors and Myers, “It is basically a method of developing potentialities

EVOLUTION OF HUMAN RESOURCE MANAGEMENT

FUNCTIONS OF HUMAN RESOURCE MANAGEMENT

Directing is a knowledge, discipline and formal way of communicating to others that

PROCESS INVOLVED IN HUMAN RESOURCE MANAGEMENT

• Human resource planning (HRP) may be defined as strategy for acquisition,

• Induction & Orientation: Induction of Employee is the first step towards

• Socialization is a process of making employees to mingle up with everyone for

• Career planning and Career development It is the process of establishing

• Executive development: developing the skills and competencies of those that

On-the-job training methods: job rotation, coaching, job instruction, committee

• Overall development of organisation: Though human resource department is

• Job evaluation analysing and assessing various jobs systematically to ascertain

• Wages or salary administration as prescribed by the labour laws, Wages for

• Salary nomenclature is used in the context of employees. Generally, salary of

• Employee rewards, perks and benefits payments according to the employment

• Employee well-being; Providing good working conditions at workplace is the

• Social security for employees: Providing and contributing Employee Provident

• Worker's participation encouragement either individually or collectively,

• Motivating employees stimulate the desire and energy in employees to be

• Job rotation is the human resource management technique in which employee is

• Maintaining HR records in accordance with employment laws and

• Industrial relations is the process of management dealing with one or more

• Employee Discipline is a systematic procedure the set-rights and corrects or

• Grievance redressed: Grievance procedure is a formal communication between

• Dispute settlement: Causes of industrial disputes can be broadly classified into

GRIEVANCE SETTLEMENT MECHANISM

• Any organisation having 20 or more employees should have grievance redressal

• The grievance redressal committee should complete its proceedings within 45

• Collective bargaining: The collective bargaining as a policy has been in vogue

• Being a spokesman of employees and organization: It is the responsibility of