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TRANSCRIPT
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Chandra Mauli Institute OfManagement Sciences And Technology
GORAKHPUR (U.P)
DECLARATION
I, ASHRITA AGRAWAL student ofM.B.A. 4th Semester (2010-11), hereby,
declare that the work on the given topic Analysis of grievance
redressal procedure in Punjab National Bank, Gorakhpur
presented in the form of this report is my own effort and is genuine to
the best of my knowledge.
ASHRITA
AGRAWAL
DATE:
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ACKN0WLEDGEMENT
The present report is based on the Analysis of grievance redressal
procedure in Punjab National Bank, Gorakhpurin partial fulfilment of
the requirement for the award of the degree of MASTER OF BUSINESS
ADMINISTRATION (MBA).
It is a matter of great pride for me that I got to complete my research
report in reputed bank Punjab National Bank. It is my sincere duty to express
my deep sense of gratitude that support & help me out in preparation of this
project report.
I would also like to express my gratitude towards my college Director Prof. R.S.
Singh for his valuable support given to me without which it would be very
difficult for me to complete the project.
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I express my gratitude towards my project guide Miss Arti Khatnani for
inculcating moral values and beliefs in me to anticipate challenges.
At last but not least I am ever grateful to my friends and all respondents
from whom I have collected the data to complete the report.
PREFACE
The part of management education has two major aspect i.e. practical and
theoretical approaches. The practical training is key to management study which
has received a vital importance in present scenario. It is the exposure of
management student to the actual work situation in organization. In fact it is the
implementation of the theory in to practical.
The summer training which I have done for 45 days i.e. 15 June 2010 to 30
July 2010, obligatory requirement for M.B.A. programme was an unmatched
advantage for me to receive practical training in reputed company HCL. The
management and staff of the company offered an excellent learning situation. It
provided me an opportunity to experience the actual professional atmosphere,
which is very much required by an aspiring manager.
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INTRODUCTION
It is always said that Failures are the pillar of the success . Failure means mistake,
unfair and deficiencies. We should learn from our mistake and try to overcome it.
We should try our best in the next time. Here we can compare failure with grievances
success with smooth running of the organization Management should learn from
employee grievance and try to find out a fair solution to that grievance. Grievance
may lead many problem, viz.., maximum wastage spoilage, low productivity, maximum
chance of accident, etc.
Human beings are valuable resource to an organization like any other material or economic
resources .They represent an investment whose development and utilization require
management.
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There is fundamental truth that people are most vital assets of an organization without
which the intimate assets are worthless. Therefore ,human resource need to be
understood in their proper perspective and utilized effectively to achieve the
organization goals
.
This report, thus lays emphasis on emphasis on the quick grievance redressal procedure
witch develop a sense of belongingness in the human being and result in greater
productivity, peace and harmony.
CONTENTS
CHAPTER- I
PUNJAB NATIONAL BANK AT A GLANCE
Vision and mission - 12 - 14
Profile of PNB - 15 -17
History - 18 - 20
Awards and achievement - 22 24
Banks facilities - 25- 36
PNB Debit cards - 37 45
PNB financial result - 46 -49
Human Resourse Management - 52 62
CHAPTER II
A BIRD EYE VIEW
Executive summary - 64
Introduction - 65
Grievance - 66 69
Grievance Redressal Procedure in PNB - 70
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Modal Grievance Redressal Procedure - 71 72
Procedure in India - 73
CHAPTER IIIFinding and interpretation of Data - 75 91
CHAPTER IV
Conclusion and suggestion - 93 - 95
CHAPTER V
ANNEXURE
Bibliography - 99
Questionnaire - 100 - 101
CHAPTER I
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PUNJAB NATIONAL BANK AT A GLANCE
PUNJAB NATIONAL BANK AT A GLANCE
VISION
To be a Leading Global Bank with Pan India footprints and become a
household brand in the Indo- Genetic Plains providing entire range of
financial product and services under one roof
MISSION" Banking for the unbanked "
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PNB VISION 2013
a) QUANTITATIVE DIMENSION
Deposit to increase from Rs. 166457 crore in March 2008 to Rs. 582000
crore in March 2013 , at an average growth of 32% .
Advances to increase from Rs. 119502 crore in March 2013 , at anaverage growth of 28% .
Total business to increase from Rs. 285959 crore in March 2008 to Rs.
1000000 crore in March 2013 , at an average growth of 28% .
b) QUALITATIVE DIMENSIONS
I. A leader and front runner amongst nationalized banks
In Financial Inclusion
In all domestic operations
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In adopting best risk management practices
In adopting global best practices in corporate governance & corporate
social responsibilty
II. To be global Bank
Among the top 3 Indian bank with global presence in Middle East ,
South East Asia , China , Australia , Canada , etc .
Bring best global practices to effectively compete with global players in
India .
III. Become a universal Bank
Provider of complete range of financial services.
IV. To be the most profitable bank amongst nationalized banks by
focusing on :
Fee based income / off-balance sheet exposures
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Mid cap segment , retail lending SME advances & agriculture
Reduction in gross NPAs .
Expenditure control
V. Capitalize on IT initiatives
Provide more values and services
Expand reach of ATMs
Bank office centralization of all CBS branches
Promote interest banking
VI. Explore options of in-organic growth
Merger of private/public sector banks
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PROFILE OF PNB
With over 56 million satisfied customers and 5002 offices, PNB has continued
to retain its leadership position amongst the nationalized banks. The bank
enjoys strong fundamentals, large franchise value and good brand image.
Besides being ranked as one of India's top service brands, PNB has remained
fully committed to its guiding principles of sound and prudent banking.
Apart from offering banking products, the bank has also entered the credit
card & debit card business; bullion business; life and non- life insurance
business; Gold coins & asset management business, etc.
Since its humble beginning in 1895 with the distinction of being the first
Indian bank to have been started with Indian capital, PNB has achieved
significant growth in business which at the end of March 2010 amounted to
Rs 435931 corer. Today , with assets of more than Rs 2,96,633 croer, PNB is
ranked as the 3rd largest bank in the country (after SBI and ICICI Bank) and
has the 2nd largest network of branches (5002 office including 5 overseas
branches
During the FY 2009-10, with 40.85% share of CASA deposits , the bank achieved
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a net profit of Rs 3905 crore. Bank has a strong capital base with capital
adequacy ratio of 1 4.16% as on Mar10 as per Basel II with Tier I and Tier
II capital ratio at 9.15% and 5.01% respectively. As on March10, the Bank
has the Gross and Net NPA ratio of 1.71% and 0.53% respectively. During the
FY 2009-10, its ratio of Priority Sector Credit to Adjusted Net Bank Credit
at 40.5% & Agriculture Credit to Adjusted Net Bank Credit at 19.7% was also
higher than the stipulated requirement of 40% & 18%.
HISTORY OF THE COMPANY-
THE BANK PNB was founded in the year 1895 at Lahore (presently in
Pakistan) as an off-shoot of the Swadeshi Movement. Among the inspired
founders were Sardar Dayal Singh Majithia, Lala HarKishen Lal, Lala
Lalchand, Shri Kali Prosanna Roy, Shri E.C. Jessawala, Shri Prabhu Dayal,
Bakshi Jaishi Ram, Lala Dholan Dass.
With a common missionary zeal they set about establishing a national bank;
the first one with Indian capital owned, managed and operated by the
Indians for the benefit of the Indians. The Lion of Punjab, Lala Lajpat Rai,
was actively associated with the management of the Bank in its formative
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years.
The Bank made steady progress right from its inception. It has shown
resilience to tide over many a crisis. It withstood the crisis in banking
industry of 1913 and the severe depression of the thirties.
It survived the most critical period in its history the Partition of
1947 when it was uprooted from its major area of operations. It was the
farsightedness of the management that the registered office of the Bank was
shifted from Lahore to on June 1947 even before the announcement
of the Partition. With the passage of time the Bank grew to strength spreading its
wings from one corner of the country to another. Some smaller banks like, The
Bhagwan Dass Bank Limited, Universal Bank of India, The Bharat Bank Limited, The
Indo-Commercial Bank Limited, The Hindustan Commercial Bank Limited and .The
Nedungadi Bank were brought within its fold.
Nationalization of the fourteen major banks on 19th July, 1969 was a major
step for the banking industry. PNB was one amongst these. As a result,
banking was given a new direction and thrust.
HERITAGE-
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Established in 1895 at Lahore, undivided India, Punjab National Bank (PNB)
has the distinction of being the first Indian bank to have been started
solely with Indian capital. The bank was nationalized in July 1969 along with
13 other banks. From its modest beginning, the bank has grown in size and
stature to become a front-line banking institution in India at present.
A professionally managed bank with a successful track record of over
110 years.
Largest branch network in India 4525 Offices including 432 Extension
Counters spread throughout the country.
Strategic business area covers the large Indo-Genetic belt and the
metropolitan centers.
Ranked as 248th biggest bank in the world by Bankers Almanac ,
London.
Strong correspondent banking relationships with more than 217
international banks of the world.
More than 50 renowned international banks maintain their Rupee
Accounts with PNB.
Well equipped dealing rooms; 20 different foreign currency
accounts are maintained at major centers all over the globe.
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COMPLAIN IS A GIFT !
We should treat each and every complain as a gift and say thanks to the
complaint because
The complaint still wants to remains with us even if he is dissatisfied with
our services .
He is pointing our week areas to enable us improve ourselves without
charging any fee for this service.
ANNUAL FINANCIAL RESULTS 2009-10
Banks Net profit reaches Rs. 3905 crore
Bank continue to be NUMBER ONE amongst nationalized bank in :
Highest Net Profit - Rs.3905 crore (26.45%)
Highest Operating Profit - Rs.7173 crore (26.1%)
Highest Business - Rs.4.36 lakh crore (19.6%)
Total Assets - Rs.2,96,633 crore (20.1%)
Largest Network - More than 5000 branches
Highlights of the performance for the quarter ended March 2010 :
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ORGANIZATIONAL STRUCTURE
HEAD OFFICE of Punjab National Bank is situated at Bhikhaji Cama Place, New
Delhi, Under which total 58 circle offices runs in India.
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CIRCLE OFFICE GORAKHPUR
Total 102 branches run in this circle with the help of more than 900 employees.
Recently 35 branches of Faizabad circle has been merged into Gorakhpur circle.
ORGANIZATIONAL HIERARCHY OF CIRCLE OFFICE
GORAKHPUR
CIRCLE HEAD
CHIEF MANAGER
SENIOR MANAGERS
MANAGERS
OFFICERS/DEPUTY MANAGER
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CLERKS
SUBORDINATES STAFF
HUMAN RESOURSE MANAGEMENT IN
PNB
INTRODUCTION-
The Banking industry service industry, the Human Resource Constitutes its most
previous resource. With the fast changing economic scenario, technological advancement
and increase in competition in the market, the success of any Bank would depend upon
its capability to achieve the greater efficiency, increase in its market share as well as its
profitability.
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In this scenario, the role of Human Resource Development Division (HRDD) of the Bank
is to find, attract, engage, upgrade skill, motivate, retain, grow the scare talent and to
increase their efficiency level to enable them in deliver as per the Banks mission and
vision through series of HR interventions.
RESPONCIBILITY-
The aforesaid role of the HRD Division calls for discharge of following responsibilities
by the division:-
To make plan for Man Power Requirement of the Bank keeping in view the ever
changing competitive market scenario and advancement in technology.
To meet the requirement of Man Power either from within by the way of
horizontal/vertical movement of the staff or by recruiting from the open market.
To create an environment where the Human Resource acquires and cultivate new
skills.
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To train the human resource of the bank on continuous basis to update their
skills and to prepare them for chances in future.
To facilitate welfare and incentive scheme for the employees within a given
framework.
To facilitate the Regional and Zonal Offices in performing their respective HR
functions by providing necessary guidance from time to time.
To maintain harmonious industrial relations by having effective communication
channel with majority Workmen Unions and Officers Association.
WORK PROFILE
MAN POWER PLANNING-
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Finding the right man for the right job and developing him into an
effective team member.
Prepare the bi-annual Review of requirement of staff at branches/offices as
per norms prescribed in the study conducted by the National Productivity
council.
RECRUITMENT-
Formulate the recruitment policy of the bank and seek approval of the
same from Board of Directors of the Bank.
Formulate and implement of the training programmes for Management
trainees and specialized Officers recruited in the bank.
SELECTION-
Processing and placing appeals/representations before the competent
authority against non-approval.
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Preparing, maintain and publishing seniority list of officers up to MMG
scale-III.
INDUSTRIAL RELATION
Policies issues relating to service conditions of workmen and placing the
same before the competent authority.
Follow up of the Minutes of Regional/Zonal IRMs.
DISCIPLNARY ACTION
Original jurisdiction
Appellate jurisdiction
Review jurisdiction
Others
ESTABLISHMEN
Salary preparation and establishment work in respect of the staff posted
at HRD Division as well as general Manager posted at Head Office.
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Reimbursement of newspaper expenses to the general Managers posted at
Head Office.
Reimbursement of salary paid by the general Managers posted at Head
office.
Matters pertaining to leave and medical aid of general Managers posted
at Head Office.
MANAGENENT RELATION
Polices issues relating to service conditions of officers and placing the
same before the board of directors of the bank wherever required.
Holding of MRM meeting with the representative of all India PNB
Officers Association.
Maintenance and updating of personal file of Officers in MMG scale II.
HUMAN RESOURSE MANAGEMENT
SYSTEM(HRMS)
Implementation of PNB Parivar (HRMS Package) containing data
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base of all employees of the bank.
Handling seminars/Workshops for the person working on PNB
Parivar at Regional/Zonal Levels and also for training faculties
posted at the Zonal/Regional Training centers.
Handling helpline desk for providing immediate solution to the
person working on PNB Parivar Package at Regional/Zonal levels.
HR Strategy
"Take a strategic approach to bridging the skills gap"
As Peter Drucker pointed out "for the first time in human history it really does matter whether or
not people learn"
If organizations are to survive, compete, develop and grow they must enter into partnerships with
their management teams, their people, their customers and their suppliers.
Profile Endeavours to work with organizations at a strategic level, since this is where the greatest
return for investment in people can be achieved.
Working with many small, medium and large organizations from all kinds of different disciplines,
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we have frequently enabled those organizations to take direct business benefits from our work.
Operating at a strategic level provides both parties in the "partnership" (Client and Provider) with
quantifiable results.
What sort of work do these "partnerships" undertake?
Top Team Development Core Competencies
Change Critical Success Factors
Recruitment Open Courses
Teams Investors in People
Employee Participation Competent Senior People
Change & Opportunity
Personal Development
Plans
Development Centre Career Development
Business Simulations Performance Review
Appraisal Systems Corporate Leadership
Management
Development
Team Building
Competencies Management Training
http://www.profilehrd.com/team_building.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/snrstratman.php4http://www.profilehrd.com/snrstratman.php4http://www.profilehrd.com/partner_gill_gallon.php4http://www.profilehrd.com/open_courses.php4http://www.profilehrd.com/team_building.php4http://www.profilehrd.com/iip.php4http://www.profilehrd.com/iip.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/snrstratman.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/managementtraining.php4http://www.profilehrd.com/performancemanagement.php4http://www.profilehrd.com/performancemanagement.php4http://www.profilehrd.com/snrstratman.php4http://www.profilehrd.com/managementtraining.php4http://www.profilehrd.com/managementtraining.php4http://www.profilehrd.com/team_building.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/managementtraining.php4http://www.profilehrd.com/managementtraining.php4http://www.profilehrd.com/team_building.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/snrstratman.php4http://www.profilehrd.com/snrstratman.php4http://www.profilehrd.com/partner_gill_gallon.php4http://www.profilehrd.com/open_courses.php4http://www.profilehrd.com/team_building.php4http://www.profilehrd.com/iip.php4http://www.profilehrd.com/iip.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/snrstratman.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/managementtraining.php4http://www.profilehrd.com/performancemanagement.php4http://www.profilehrd.com/performancemanagement.php4http://www.profilehrd.com/snrstratman.php4http://www.profilehrd.com/managementtraining.php4http://www.profilehrd.com/managementtraining.php4http://www.profilehrd.com/team_building.php4http://www.profilehrd.com/pdw4m.php4http://www.profilehrd.com/managementtraining.php4 -
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CHAPTER - II
EXECUTIVE SUMMARY
Employees differ as individuals, in their needs, expectations and behavior. When their needs
are not satisfied or their objectives are not achieved, the result is employee dissatisfaction. It
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is not an easy task for the management to keep all the employees satisfied and motivated, all
the time. There can be different reasons for an employee being dissatisfied.
The grievance redressal procedure of an organization enables employees to air their
dissatisfaction. It is important that an organization has an effective grievance redressal
system.
This research is conducted to study the impact of grievance redressal procedure on the job
satisfaction of the employees of Smart Chip. This report includes the various factors which
are taken into consideration for measuring the job satisfaction among the employees
This research also takes into consideration the methods adopted by the employees for
handling and resolving the conflict. The main focus of this study revolves around the lower
level of management of the organization.
INTRODUCTION OF THE TOPIC
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Dissatisfaction arises when an individual is not happy in his job and when the organization
does not recognize the individual goals. This dissatisfaction leads to complaints when an
individual discusses it with another employee in the organization. When the dissatisfaction
related to the work is brought to the notice of the management, complaint becomes a
grievance.
Grievances can primarily be divided into three categories:
1. Complaints of corrupt practices against officers
2. Delay in decision making by officers.
3. Grievances against merits of the decision taken by officers.
A grievance is a sign of an employees discontent, either with job or the organization. The
gap between employee expectations and organizational rewards normally leads to a
grievance. An unpleasant relationship with the supervisor can sometimes lead to a grievance.
Dale S. Beach defined grievances as dissatisfaction or feeling of injustice in connection with
ones employment situation that is brought to the notice of the management.
The grievance redressal procedure of an organization enables employees to air their
dissatisfaction. It is important that an organization has an effective grievance redressal
system. This helps the organization to solve problems at the level of an individual rather than
have them result in industrial unrest. Keeping track of employee grievances also helps an
organization check its policies and procedures to avoid similar problems in the future.
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The management should show genuine concern and use a humanitarian approach while
dealing with employee grievances. The grievance of an employee might have little
significance to the management, but for the employee, it is of great significance as it
concerns his career and his future in the organization. Therefore, a grievance should be
analyzed and settled using a humane approach, along with procedural and legal approaches.
However, care should be taken to avoid any violation of rules and regulations as this might
result in future problems for the management.
GRIVEANCE
CONCEPT
There is hardly a company or and industrial concern which functions absolutely
smoothly at all time . in some the employers have complaint assigned their employers
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these grievances may be real are imaginary valid or invalid genuine are false broadly
seeking a complaint affecting one are more workers constitutes a grievances the
complaint may related to the quantum of wage , the mode of payment , payment for
overtime work , leave , interpretation of service agreement , working condition ,
promotion , seniority , transfers , work assignment , dismissal or discharge , or a
complaint against foremen , against the quality of the plant or a complaint against a
foreman , against the quality of the parts used in it , machinery , or the food
available in the canteen .
Definition of grievance by different scholars .
According to Dale Yoder
Grievance is a written complaint filed by an employee and claiming unfair
treatment.
According to Keith Davis
Grievance may be defined as any real or imagined feeling of personal injustice
which an employees has concerning his employment relationship.
According to Luscious:
A grievance is any discontent or dissatisfaction , whether expressed or not ,
whether valid or not , arising out of anything connected with the company which an
employees thinks , believes or even feels to be unfair , unjust or inequitable.
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According to I . L. O :
Grievance is a complaint of one or more workers in respect of wages , allowance ,
conditions of work and interpretation of service stipulation , covering such area as
overtime and leave , transfer , seniority , promotion , job assignment and termination of
service.
After analyzing the above definition we can say that :
1) Grievance is a word which covers dissatisfaction and which has one or more of
the following characteristics :
(a) It may be voiced or expressly stated by an employees ;
(b) It may be written or verbal ;
(c) It may be valid or legitimate , untrue or completely false , or ridiculous
(d) It may arise out of something connected with the organization or work.
2) An employee feels that an injustice has been done to him.
In other words , grievance are feeling , something real , something imagined which
an employee may have in regards to his employment situation .
CAUSES OF GRIEVENCE
Grievances generally arise from day- to- day working relation an undertaking. Usually
a working relation in an undertaking, usually a worker or trade union protest against
act or omission of management that is concerned to violate workers rights.
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Cahloon observes :
Grievances exist in the mind of individuals, are produced and dissipated by
situations , are fostered or headed by group pressure are adjusted or made worse by
superior and nourished or dissolved by the climate in the organization which is
affected by all the above factor and by the management
Employees grievances may be due to;
Demands for individual wage adjustments ;
Complain about the incentive system ;
Complain about the job classification ;
Complain against particular foremen ;
Complain concerning disciplinary measure and procedure ;
Objection to the general method of supervision ;
Lose calculation and interpretation of seniority rules and unsatisfactory
interpretation of agreements ;
Promotions ;
Disciplinary discharge or lay-off ;
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Transfer for another department or another shift ;
Inadequacy of safety and health services / devices ;
Non- availability of material in time ;
Violation of contracts relating to collective bargaining ;
Improper job assignment ; and
Undesirable or unsatisfactory conditions of work ;
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GRIEVANCE REDRESSAL PROCEDURE
Without an analysisoftheir nature and pattern, the causes of employee dissatisfactioncannot be removed. The personnel administration of an organization should go into
details of the grievances and find out the best possible methods of finding them. He
should the top management and line managers, particularly for men and supervisors, in
the formulation and implementation of the policies, program and procedure which
would best enable them to handle employee grievances. These policies, programs and
procedures are generally known as the grievance redressal procedure.
The grievance procedure is a problem solving , dispute settling machinery which has
been setup following an agreement to that effect between workmen and management.
It is the mean by which a trade union or an employee makes and processes his
claim that there has been a violation of the employee agreement by the bank.
NEED FOR A GRIEVANCE PROCEDURE
The adaptation of the grievance handling procedure is essential for a variety of
reason. For example:
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Most grievance seriously disturb the employees. This may affect their morale,
productivity, and their willingness to cooperate with the organization. If an
explosive situation develops, is already in exercise.
.It is not possible that the complaints of the employee would be settled by
scale-I managers, they may not have had proper training for the purpose and
they may lack authority . Moreover , they may be personality conflicts and other
causes as well .
It serves as a check on the arbitrary action of the management because
manages know that the employees are likely to see to it that their protest does
reach the higher management.
It serves as an outlet for employee grieves , discontent and frustration. It act
like a pressure value on the steam boiler. The employees are entitled to
legislative , executive and judicial protection and they get this protection from
the grievance redressal procedure , which also acts as a mean of upward
communication .
GRIVANCE REDRESSAL PROCEDURE IN PNB
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PNB has scheme PNB SAMADHAN for the redressal of grievances of its
working staff .
PNB SAMADHAN purports to provide an open , faire and fast channel for the staff
member to bring forth their grievances / issues to the to the notice of the
management . Through this structured mechanism , staff members may address such
issues directly to the chairman and Managing Director of the bank by e mail or by
post.
PROSSES OF PNB SAMADHAN
In respect of all members posted in the branches / Circle Officers , the
aggrieved staff member should first send his representation to his controlling
Regional Office . It is only when he does not receive an acknowledgement of
the same form the Circle Head Within 7 days of his sending the
representation or when he is not satisfied with the decision taken at the CO
level , then he send his representation of the HRD Division , Head Office . It is
only in the event when the aggrieved employee has to represent his case to
the HRD Division , Head Office due to any of the reason mentioned above he
does not receive an acknowledgement of receipt of his representation within 7
days of his sending the representation or when he not satisfied with the
decision taken at the chairman and managing director of the bank .
In respect to staff members posted in HO Division , the aggrieved staff
member should first send his Divisional Head It is only when does not
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receive an acknowledgement of the same form the concerned division within 7
days of his sending the representation or when he is not satisfied with the
decision taken at the HO Division level , that he can send his representation to
the Chairman and Managing to the Bank .
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MODEL GRIEVENCE PROCEDURE
The model grievance redressal procedure has a three - tier system for the settlement
of grievances at the level of the immediate supervisor;
Departmental or head ; and a bipartite grievance committee representing the
management and the union , with a provision for arbitration or appeal to the
organization head , and a specific time limit for the resolution process .
The procedure has successive time - bond steps , each leading to
the next step in case of dissatisfaction . Step involved in the model grievance
procedure are follows .
STAGE 1 : An aggrieved employee would first present his grievance verbally to a
designated officer , who would give a reply within 48 hours .
STAGE 2 : If the worker is dissatisfied with the decision or fails to get an answer
within the stipulated time , he would personally or accompanied by his departmental
representative ,present his grievance to the head of the department . The departmental
head would give in reply 3 days .
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STAGE 3 : If the departmental head fails to give a decision within 3 days or if
the decision is unsatisfactory , the aggrieved worker can seek relief through the
grievance committee , consisting of nominees of management and workers . This
committee would communicate its recommendation to the manager within 7 days of
the grievance reaching it .
STAGE 4 : If the recommendation are not made within time the reason therefore
would be recorded, and if a unanimous decision is not possible , the relevant paper
would be placed before the for manager decision .The manager is expected to
communicate his decision within 3 days . The worker would have a right to appeal to
higher authorities for a revision of manager decision . All these apple have to be
decided within 7 days of the worker petition .
STAGE 5 : In case of failure to settle the grievance even at this stage , union and
the management may refer it to voluntary arbitration within a week of receipt of the
managements finial decision .
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Tips for the success of the grievance handling procedure
The helpful attitude and support of the management ;
Belief on the parts of all the concerned in the utility of the procedure ;
Introduction of the procedure with the concurrent of the employees
representative and their trade unions ;
Simple , faire , easily , comprehensible and expeditious grievance handling
procedure containing a time limit for each step ;
Codification of the company policies , rules and practices , and the
availability of copies at different management level involved in the handling of
the grievance redressal procedure ;
Delegation of authority so that action may be taken at all the level of the
management ;
The functioning of the personnel department in an advisory capacity at all the
level of the management ;
A fact oriented instead of an employee oriented discussion of grievance ;
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Respect decision taken at each level of the management ;
Adequate publicity given to the procedure and its achievement in the company
A periodic review of the working of the procedure.
CONSTITUSION OF THE GRIEVANCE COMMITTEE
In the case when the union is recognized
Two representative of the management , a union representative and union
departmental representative of the department in which the concerned
employee works shall be on the grievance committee .
In the case where the union is not recognized ,or there is no union but
a worker committee .
The grievance committee shall be composed of too representative of the
management , a representative of the department in which the employees
works the workers committee and either the secretary for the wise
president of the worker committee is also the workers departmental
representative ,
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It is suggested that management representative should be the departmental
head plus the official who deals with the grievance at the first stage , or
the personnel officer should act as an advisor .The size of the grievance
committee should be limited to a maximum of 6 members otherwise it is
likely to become wide .
PROCEDURE IN INDIA
Till the enactment of the industrial Employment (S.Os ) Act , 1946 the settlement of
day to day grievance of workers in India did not receive much attention .
Clause 15 of the model standing order in the schedule of the Industrial Employment
Act 1946 , specified that :
All complains arising out of the employment , including those relating to unfair
treatment or wrongful action on the part of the employer and his agent shall be
submitted to the manager or other person specified in his behalf with the right of
appeal to the employer .
In the past , a detailed grievances procedure worked out by mutual agreement only in
a few unit . Most of these unit however do not have any machinery for the redressal
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of grievances . When day-day grievances piled up , The accumulated discontent of
employees are often contaminated in industrial disputes . The matter regarding the
formulation the code of decision laying down that management and union would
establish upon a mutually agreed basis , a grievance procedure which will ensure
speedy and full investigation leading to settlement . the guideline principles , which
were evolved under the code for this purpose and model grievance procedure for
adaptation by the parties were settled in a tripartite committee in September , 1958
.The Industrial Dispute ( Amendment ) Act 1982 , provides for the reference of certain
individuals disputes to grievance settlement authorities .
. CHAPTER III
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RESEARCH OBJECTIVES
Primary Objectives
To study the impact of grievance redressal procedure in Punjab National Bank.
Secondary Objectives
To study and throw some light on the various aspects of grievances and grievance handling.
Some of them are as follows:
Types of grievances
Components of job satisfaction
Factors that mostly lead to conflicts among the employees of the organization
Factors adopted for grievance handling
Effect of grievance redressal procedure.
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PURPOSE OF THE STUDY
The richer is keenly interested to the cause of employees grievance and how it is
redressed by the management in Punjab National Bank at Gorakhpur . For this
purpose the researcher had undergone his research in many branches of PNB
Gorakhpur . To some extent , this research has highlighted the causes of employees
grievances in PNB and how to redress it fairly and promptly.
However the main objectives of the study are as follows:
To know the practical aspect of the working life ;
To know the employees grievance ; and
To study on the grievance redressal procedure.
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SCOPE OF THE STUDY
The scope of the study is employees grievance and grievance redressal procedure in
PNB. It covers executive as well as non- executive working. Modern origination
which employ a large number of personnel , it becomes essential that there should be
co-ordination and co-operation among all persons . Some time any or dissatisfaction
of dispute may result in bend , strike or demonstration leading to a loss in production
or may stop the work . To prevent this situation management should redress all the
employees grievance as quick as possible .
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RESEARCH METHODOLOGY
The study in the project report is based on the survey method. The data and
information are generated from the manager and workmen at Punjab National Bank.
For the purpose of collecting data and information regarding grievance handling
procedure in the organization following type of tool and methods have been
adopted.
1. PRIMARY METHOD
a. Structured questionnaire
b. Scheduled interview
c. Informal talk with employees
d. By observing activities of the employees.
2. SECONDRY METHOD
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Findings are based on the responses given by the employees of PNB. Following are
the findings after the completion of survey.
1. Have you ever file any grievance?
a) Yes b) No
Response No. of Respondents Percentage
Yes 55 55%
No 45 45%
Total 100 100%
0
10
20
30
40
50
60
Yes No
Yes
No
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INFERENCE
55% of the employees have file the grievance and rest of the 45% employees did not file the
grievance
2. If yes, state the reason?
a) Economic b) Work environment
c) Supervision d) Work group
d) Miscellaneous
Responses No. of Respondent Percentage
Economic 10 10%Work environment 20 20%Supervision 25 25%Work group 25 25%Miscellaneous 20 20%
Total 100 100%
0
5
10
15
20
25
Economic Supervision Misc
Economic
Work env
Supervision
Work group
Misc
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Most of the employees are fully aware of grievance handling system. Only 10% of the
employees are not aware of the grievance handling system.
4. Are you satisfied with the present grievance redressal procedure?
a) Yes b) No
0
10
20
30
40
50
60
70
Yes No
Yes
No
Responses No. of Respondent Percentage
Yes 67 67%
No 33 33%
Total 100 100%
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INFERENCE
67% of employees are satisfied with the present grievance redressal procedure of
the bank , while 33% are dissatisfied. Employees are satisfied with the scheme of
PNB SAMADHAN.
5. According to you what is time period of grievance handling?
a) Within one month b) Two month
c) More than two month
Responses No. of Respondent Percentage
Within one month 100% 100%Two month 0% 0%More than two month 0% 0%
Total 100% 100%
0
20
40
60
80
100
2 month
2 month
INFERENCE
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All the employees agreed that the time period of grievance handling should witin one month.
Because delay in redressal will create more grievance in them.
6. According to you grievance handling system is simple to understand?
a) Yes b) no
Responses No. of Respondent Percentage
Yes 70 70%
No 30 30%
Total 100 100%
0
10
20
30
40
50
60
70
Yes No
Yes
No
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INFERENCE
70% of the employees said that the grievance handling system is simple to understand. Rest
30% of the employees feels that it is not simple because it is a long process.
7. Are grievance settled promptly?
a) Always b.) Sometime
c.) Never
Responses No. of Respondent Percentage
Always 55 55%
Never 15 15%
Sometimes 30 30%
Total 100 100
0
10
20
30
40
50
60
Alw ays Never Sometimes
Always
Never
Sometime
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INFERENCE-
Form the survey , I came to the conclusion that although majority 55% said that the
grievance are settled promptly , but 15% said that their grievance are not settled at
time and rest 30% of the employees said that sometimes grievance are settled at time.
8. What is the model of grievance?
a) Two stage b) Three stage
c) Four stage d) Five stage
Responses No. of Respondent Percentage
Two stage
Three stage
Four stage
Five stageTotal 100 100%
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9. Do you have any officers in charge to handle grievance?
a) Yes b) No
Responses No. of Respondent Percentage
Yes 90 90%
No 10 10%
Total 100 100%
010
20
30
40
50
60
70
80
90
Yes No
Yes
No
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INFERENCE
The employees said that they have some officers who are in charge to handle the
grievance but rest 10% of the employees said that they dont have any officers who
are in charge to handle the grievance.
10.Do you want to introduced the proper grievance redressal procedure in line
with the provision of the PNB SAMADHAN at your circle also?
a) Yes b) No
Responses No. of Respondent Percentage
Yes 85 85%
No 15 15%
Total 100 100%
0
10
20
30
40
50
60
70
80
90
Yes No
Yes
No
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INFERENCE-
The above data reveals that majority of employees want to introduce the proper
grievance redressal procedure in line with the provision of the PNB SAMADHAN at
the Gorakhpur circle level also . Which will make the grievance redressal process
speedy and they can be settle promptly.
Do you get promotion on time ?
Responses No. of Respondent Percentage
Yes 51 68%
No 24 32%
Total 75 100%
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INFERENCE
After observing the above data , the researcher found that most of the employees
(68%) are satisfied with promotions that they got during their working life . It is
good indication for the management because promotion is one of the tool in the hand
of the management to motivate its employees to get the maximum results from the
workers. Though 32% of workers are unsatisfied with promotion they got .
1. GRIEVENCE RELATED TO PRESENT GREVANCE
REDRESSAL PROCEDURE OF PNB ,
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Matter - Are you satisfied with the present grievance redressal procedure ?
INFERENCE -
Responses No. of Respondent Percentage
Yes 50 67%
No 25 33%
Total 75 100%
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67% of employees are satisfied with the present grievance redressal procedure of the
bank , while 33% are dissatisfied. Employees are satisfied with the scheme of PNB
SAMADHAN
5.GRIVANCE REGARDING SECURITY MEASURES
MATTER Are security measures observed by the bank adequately?
RESPONSES NO. OF RESPONDENT PERCENTAGE
Yes 42 56%
No 33 44%
Total 75 100%
RESPONSE
INFERENCE:-
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The above data clearly gauge that number of satisfied and unsatisfied employees are nearly
equal.56% of employees are satisfied with the security measure while 44% are
dissatisfied with it.
6 . GREIVANCE REGARDING PENSION SCHEME,
Matter-Are you satisfied with pension scheme?
Responses No. of Respondents Percentage
Yes 57 76%
No 18 24%
Total 75 100%
RESPONSE
INFERENCE:-
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Above data reveals that majority of employees are satisfied with the pension scheme, while
only 24% of them are unsatisfied with it. Many of the employees havent taken the pension
scheme due to their dissatisfaction
7. GRIEVENCE AGAINST WITH THE CUSTOMER GRIEVENCE
REDRESSAL PROCEDURE,
Matter- Are you satisfied with the process of the customer redressal,
Responses No . of Respondent Percentage
Yes 40 53%No 35 47%
Total 75 100%
INFERENCE-
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The above data gauge that the number of satisfied and dissatisfied employees are
nearly same .53% satisfied and while 47% are dissatisfied
8 . Do you feel hesitation to file grievances you have ?
Responses No. of respondent Percentage
Always 4 5%
Sometime 43 58%
Never 28 37%
Total 75 100%
INFERENCE-
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important factor for the smooth running of the organization. It increase the morale of
the workers and result in greater productivity , less wastage and spoilage reduced
turnover , reduced absenteeism.
10. RELATIONSHIP WITH IMMEDIATE BOSS,
Responses No. of respondent Percentage
Very good 54 72%
Good 20 27%
Bad 1 1%
Total 75 100%
INFERENCE-
Above data shows that the employees are satisfied with their boss,72% of the total
respondent have very good relation , 27% have good relation while only 1% have bad
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relation with their immediate boss . For a healthy and efficient working environment
harmony between management and employees is very important which PNB maintains.
11. GRIEVANCE REGARDING MEDICAL FACILITIES,
Matter- Are you satisfied with medical facilities providing by PNB?
RESPONSES NO. of Respondents
Percentage
Yes 35 47%
NO 40 53%
Total 75 100%
RESPONSE0%
0%
Yes
47%
NO
53%
INFERENCE-
Above data shows that 47% employees are satisfied with the medical facilities while
majority, 53% are totally dissatisfied. Percentages of both are near about equal which
reveals that half employees are satisfied little bit more than half are unsatisfied with
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the medical facility of the PNB. They suggest that PNB should have its own hospital
for its employees like railway ,B.H.E.L, H.A.L, N.T.P.C, ETC.
12. GRIEVANCE REGARDING SCHEDULED WORKING
HOURS,
Matter- Are you satisfied with the scheduled working hour of PNB?
Responses No. of Respondents Percentage
Yes 49 65%
No 26 35%
Total 75 100%
INFERENCE-During the survey the researcher found that although 65% of employees are satisfied
with their scheduled working hours , i.e. 10-5 , but still 35% of the employees are
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them V.R.S scheme is not feasible with the scheme and thus it need many
amendments.
14. GRIEVANCES ARE SETTLED PROMPTLY,
Responses No. of respondent Percentage
Yes 42 56%
No 33 44%
Total 75 100%
INFERENCE-
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Form the survey , the researcher came to the conclusion that although majority 56%
said that the grievance are settled promptly , but still 44% said that their grievance
are not settled at time.
15. Do you want to introduce the proper grievance redressal process in line with theprovision of the PNB SAMADHAN at your circle level also?
Responses No. of Respondents
Percentage
Yes 65 87%No 10 13%Total 75 100%
INFERENCE-
The above data reveals that majority of employees want to introduce the proper
grievance redressal procedure in line with the provision of the PNB SAMADHAN at
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the Gorakhpur circle level also . Which will make the grievance redressal process
speedy and they can be settle promptly. Many employees some time fill hesitation to
file their grievances . management should appropriate step to remove this hesitation
and promptly settle their grievances
ANALYSIS AND INTERPRETATION OF QUESTIONNAIRES
1. Job Satisfaction
Components of job satisfaction:
o Opportunity for self development
o Job security
o Prestige of the organization
o Nature of work
o Opportunity for promotion
o Redressal of grievances
1. Factors that lead to grievances among the employees
3. Initial reaction of employees to their grievance
4. Methods for resolving the conflicts
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5. Satisfaction level of the employees for the conflict resolving
procedure adopted by the organization
6. Conflict resolving is an important function of an organization
FINDINGS
There is no strict grievance redressal procedure followed by the company.
An informal redressal system exists in the company whereby the employees
can randomly select anybody in the human resource department like human resource
head or human resource manager.
The company does not follow any Standard Operating Procedure.
Most of the respondents believe that grievance redressal and the opportunities
for self development are some of the major components of job satisfaction.
Respondents believe that promotions and transfers are the important factors
which lead to grievances among the employees of the organization.
Most of the employees would like to share their complaints and
disappointments with their colleagues and supervisors instead of keeping it
themselves.
Employees of the organization usually accommodate their needs or avoid the
situation to resolve the conflicts.
34% of the surveyed employees believe that the conflict resolving is an
important function of the organization.
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CHAPTER IV
CONCLUSION AND SUGGESTION
CONCLUSION
According to the survey, the grievance redressal is the major factor of job satisfaction
among employees of the organization but according to the respondents, conflict
resolving procedure may not be an important function for the organization.
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The company may or may not follow any standard operating procedure. Most of the
surveyed employees are satisfied with the method adopted by the organization for
redressing the grievances or complaints of the employees which is based on
randomize selection.
The greatest and most precious asset of the country is its people. They utilize
all natural resources and potential of the region. People forms the assets of the
nation. India is quoted as a Social Welfare State in our constitution. So it is
the prime duty of our government and the concerned organizations to find out
the problems of their people and solve it as expeditious as possible.
Employees while working in their organization have dissatisfactions regarding many
different things and have complaints regarding unfair treatment. This constitutes
grievances. It is duty of Human Resources Department to properly settle grievances
in order to achieve the best possible efficiency and productivity.During the survey the
researcher has found that employees mainly have grievance regarding the staff
strength, working hour and salary structure .
The data of manpower statement clearly gauge that there is greater shortage of
manpower in the PNB . In the Gorakhpur circle total 984employees are
sectioned but only 809 are working . There is deficit of 175 employees which
is a huge deficit . In this situation the grievances about the staff strength is
obvious . Most of the branches are suffering from the deficit of staff strength
which result in the overload of work on the present staff and inconvenience to
them which is one of the causes of grievances .
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Many employees have grievance regarding their working hours , especially of
the officer cadre. They have to work after 5 P.M., payment for overtime . It
makes them tried and they get very less time to their family and personal and
social dealing .
Employees want the modernization of the infrastructure of the bank according
to need and the time during the survey the researcher found that many branches
were too much hot it become hectic for employees to work during summer .
Although too branches are air-conditioned .Many employees were dissatisfied
with the branch working condition . Ambiences of the branches need
reconstructing .
Researcher found one of the major problem is lack of IT experts in the
branches . in the most of the branches there is not is even a single IT expert
and the employees do not have sufficient knowledge of software and hardware
on which they are working . Thus they have to suffer a lot during any
difficulty or technical problem arises while operating the computers .
Majority of employees are satisfied with the provision of PNB SAMADHAN
and want to introduce this process at the Gorakhpur circle level also . Which
will make the grievance redressal process speedy and they can be settle
promptly. Many employees some time fill hesitation to file their grievances .
management should appropriate step to remove this hesitation and promptly
settle their grievances .
In spite of so many grievance , PNB has many plus point too .
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1. Near about all of the employees are satisfied with the management
attitude towards them employees great their relationship with their boss
as very good and good .
2. For a efficient and effective working condition harmony at the
workplace in between management and employees keeps very important
place .
3. This harmony exist in the PNB which helps to make it the leading bank
of India.
SUGGESTIONS
1. In PNB the grievances redressal procedure is not as efficient as it should be .
It is advisable for the management to establish a grievance redressal cell in
the line with the provision of the PNB SAMADHAN at the circle office level
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also so that the grievance can be solved at basis level within minimum
possible time .
2. The grievance redressal cell should have representative from all the scale /
grade . Their reporting or redressal procedure should not come under the
influence of the top authority .
3. Bank s infrastructure should be improve and modernize.
4. Proper training should be provided to the employees about hardware and
software on which they are working .
5. Employees are not satisfied with the medical facilities provided . PNB should
take appropriate step regarding this grievance .
6. Staff strength should be increased.
LIMITATIONS OF STUDY
People were not ready to fill in the questionnaire
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Many of the surveyed people did not reply all the questions.
The time period given for study was very limited.
The sample size was very small which is may not represent the entire
population of employees.
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CHAPTER V
ANNEXURES
BIBLIOGRAPHY
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Website
www.goggle.com
www.pnbindia.com
www.pnbint.com
www.wikipididea.com
BOOKS
1. Blaxter , L., Hughes , C. and Tight , M . ( 1996 ) , How to
recherch Buckingham : Open University Press .
2. Uma Sank ran; Research method for business.
3. Dessler , Human Recourse Management.
4. Magazine and broachers of PNB.
QUESTIONNAIRE
http://www.goggle.com/http://www.pnbindia.com/http://www.pnbint.com/http://www.wikipididea.com/http://www.goggle.com/http://www.pnbindia.com/http://www.pnbint.com/http://www.wikipididea.com/ -
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This questionnaire forms a project report for the award of MBA in Human Resource
Management on the specific topic Grievance Redressal Procedure in Punjab National
Bank . The purpose of this questionnaire is to know valuable ideas . This information
furnished by you will be treated as strictly confidential and will be used for the
purpose of study only .
PERSIOAL IDENTIFICATION
1 .NAME
2. AGE :
3. SEX :
4. DEPARTMENT :
5. DESIGNATION :
6. EDUCATIONAL QUALIFICATION :
Dear sir\ Madam,
A few questions are given below , please read it carefully and answer the following
questions . You have to make a tick ( ) according to your choice . Be sure and honest
while giving responses .
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1. Have you ever file any grievance?
a) Yes b) No
2. If yes, state the reason?
a) Economic b) Work environment
c) Supervision d) Work group
d) Miscellaneous
2. Are you fully aware of grievance handling system?
a) Yes b) No
3. Are you satisfied with the present grievance redressal procedure?
a) Yes b) No
4. According to you what is time period of grievance handling?
a) Within one month b) Two month
c) More than two month
5. According to you grievance handling system is simple to understand?
a) Yes b) no
6. Are grievance settled promptly?
a) Always b.) Sometime
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c.) Never
7. What is the model of grievance?
a) Two stage b) Three stage
c) Four stage d) Five stage
8. Do you have any officers in charge to handle grievance?
a) Yes b) No
9. Do you want to introduced the proper grievance redressal procedure in line
with the provision of the PNB SAMADHAN at your circle also?
a) Yes b) No
10.Any suggestion regarding grievance redressal procedure
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1. Are you satisfied with the working condition?
Yes/No
11. Are you satisfied with your present salary structure?
Yes/No
12. Do you get promotion on time?
Yes/No
13. Are you satisfied with the present redressal procedure?
Yes/No
14. Are security measures observed by the Bank adequately?
Yes/No
15. Are you satisfied with the pension scheme of PNB?
Yes/No
16. Are you satisfied with the process of the customer grievance redressal?
Yes/No
17. Do you feel hesitation to file grievance redressal you have?
a) Always b.) Sometime c.) Never
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18. Are you satisfied with your present job?
a) Fully b.) Partial c.) Unsatisfied
19. Relationship with your immediate boss?
a) Very good b.) Good c.) Bad
20. Are you satisfied with medical facilities provided by PNB?
Yes/No
21. Are you satisfied with the schedule working hour of PNB?
Yes/No
22. Are you satisfied with the feasibility of V.R.S scheme?
Yes/No
23. Are grievance settled promtly?
a) Always b.) Sometime c.) Never
DATE : SIGNATURE:
PLACE
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