industrel relation abc
TRANSCRIPT
SUMMER TRAINING REPORT
ONINDUSTRIAL RELATIONS AND
LABOUR WELFARE
PATEL MEMORIAL NATIONAL COLLEGE
Submitted to Punjabi University in partial fulfillment of
the requirements for the degree of
Master's of Commerce
By
Sandeep Kaur
Patel memorial national college (2013-014)
DECLARATION
I am Sandeep Kaur hereby declare that the project entitled"
INDUSTRIAL RELATIONS & LABOUR WELFARE,” assigned to me
by “AMRIT BANASPATI COMPANY LIMITED” during my six
weeks training for the partial fulfillment of M COM, Degree from
PATEL MEMORIAL NATIONAL COLLAGE is the original work
done by me under the guidance of Mr.Sita ram of ABC Ltd.
SANDEEP KAUR
ACKNOWLEDGEMENT
In the successful completion of this project, inspiration & guidance of many
people was involved. It is my proud privilege and pleasure to express my
gratitude to the Mgmt. of Personnel department who gave me the privilege
of working as a trainee at Amrit Banaspati Company Ltd. Rajpura and who
devotes his precious time to guide me for completing my project. It was
really a pleasure such as experienced manager.
First of all I would like to thank whole heartedly to Mr.Sita Ram who
was there to guide me at every step during the course the project. He gave
me precious tips for improvement of the project whenever required. They
not only help me but also provided valuable guidance for completing the
project by their experience and professional experience. I also thank my
project guide Miss Harmanjeet Kaur for her guidance.
I am also thankful to all those people who directly or
indirectly associated with timely completion of my project.
Without the guidance and support of these personalities this
study would not have been completed successfully. Again deep regards and
thanks to all of them.
Miss. Harmanjeet Kaur (PROJECT GUIDE)
Preface
Corporate Training in an organization is an integral post of business
education programs,
Because it exposes students to the problem area and providing knowledge to
solve them. There is a definite gap between what is taught in theory classes
and what actually happens practically in the organization. This training is
important in the aim of reducing the gap between the two and also
strengthening the process of communication between the future managers
and corporate world.
I did my industrial training at “A.B.C Co. LTD. The Company has a good
reputation in manufacturing sector of Vanaspati oil like Gagan, Ginni
sunflower cotton seeds under its banners.
During the whole training I learnt a lot of other things, besides the project.
Also I learning how to maintain salary record register
In the nut shall, the whole experience was enlightening and interesting.
EXECUTIVE SUMMARY
Theoretical knowledge without practical knowledge is of little value. In
order to achieve concrete and positive results along with theoretical concept
the exposure of real life situation existing in Corporate Sector is very much
required.
I have done my project from ABC Limited, Rajpura. Out of the
given topics, I have selected the Topic “ INDUSTRIAL RELATIONS AND
LABOUR WELFARE” in ABC LTD, Rajpura. For the Project Work , I
have gone through the following systems:-
1. Personnel Manuals
2. Compliance Reports of Labour Legislations
3. Views of Union Leaders through Questionnaires
4. Views of Employees through Questionnaires
On the basis of study done with regard to the above Project, I have
reached on the conclusion that Industrial Relations and Labour Welfare are
one of the important functions of HRM Dept. Without these functions, the
basic purpose of HRM Dept. does not serve and no Organization can
complete its target. In ABC , Rajpura various systems are maintaining
cordial , collective bargaining, workers participation in Management and
through idea sharing schemes. Every type of conflict between the Union &
Management is settled amicably and peacefully keeping in view the interest
of the workers and organization.
TABLE OF CONTENT
1. INTRODUCTION TO TOPIC
2. EXECUTIVE SUMMERY
3. ABOUT COMPANY
4. INDUSTRIAL RELATION
5. RESEARCH METHODOLOGY
(a)OBJECTIVE OF STUDY
(b)RESARCH DESIGEN
(c) DATA COLLECTION
(d)LIMITATION
7.ANALYSIS & INTERPRITATIONS
8.CONCLUSION &SUGGESTION
9.BIBILIOGRPHY
INTRODUCTION OF INDUSTRIAL RELATION “Law is not an abstract thing, it is a living organism
Since it is applied on living human beings”
Industrial relation has become on of the most delicate and complex problems
of modern
Industrial society. Industrial progress is impossible without cooperation of
labors and harmonious Relationship. Therefore, it is in the interest of all to
create and maintain good relations between employees ad employers
management
The term industrial relation has a been defined by different authors in
different ways
Definition
Dale Yoder defined it as” a relationship between management and
employees or among employees and their organization, that characterize and
grow out of employment.”
THE EVOLUTION OF INDUSTRIAL RELATIONS
1. Primitive stage
2. Agrarian Economy
3. Serfdom
4. Handicrafts
5. Cottage or putting out
6. Factory or Industrial Capitalization stage
1. Primitive stage:
People were nomads moving from one place to another. Their main
occupation was fishing, hunting & pastoral. They lived as family groups.
Whatever they produced, they consumed and they had no savings no
accumulations and no exchange of productions. They were governed either
by matriarchs or patriarchs. There were no employer- employee relationship.
2. Agrarian Economy or Middle Age:
Landlords had slaves working and cultivating their lands. No salary
was paid to these men and women but they were given some food, old
clothes and a place to live in. Govt. had no control and no labour legislation
could regulate the employer- employee relationship.
3. Serfdom: Land owners were crowned as feudal princes, landlords and land
owing class. People who worked under them were slaves with limited
intellect, ignorant, depraved, without personal ethics and hence subject to
complete dominations. Burke calls these slaves as Swinish Herd.
4. Handicrafts: Craftsman started their own guilds. There was no employer – employee
relations and so no employee legislations.
5. Cottage Industry:
Use of steam and power created cottage industries. Workmen were hired
on meager salaries. Government exercised no control on them and employee
legislations were unknown to them.
6. Factory or Industries: This era invited untold miseries to workmen. It gave employment to many
but the plight of the working class was deplorable. They were exploited to
the core. Under the banner of maximization of profit and with the help of
technology, workmen had to work more than 12 hours in unhygienic
conditions with low salaries. Added to this workmen and children were
employed in hazardous places. It was at this stage social reformers felt the
necessity of employee legislations to save the workmen from the cruel
treatment.
Concept
The term industrial relations comprises of two terms, industry and relation
industry to any productive activity in which an individual or a group of
individuals is engaged by relation war mean the relationships that exist
within the industry between the employer and his workmen
IR SYSTEM
An industrial relations system consists of the whole gamut of relationships
between employees and employers which are managed by the means of
conflict and cooperation.
A sound industrial relations system is one in which relationship between
management and employees and their representatives on the one hand and
between them and the state on the other are more harmonious and
cooperative than confliction and creates and environment conducive to
economic affiance and the motivation, productivity and development of the
employees and generates employee loyalty and mutual trust.
Three main parties are directly involved in industrial relation
Employer:- employers possess certain right visa visa labors. They have
the right of hire and fire them . Management can also affect workers
interests by exercising their relocate
Employees:-workers seek to improve the terms and conditions of the
employment. they exchange views with management and voice their
grievances. They also want to share decision making powers of
management. Workers generally unite to form unions against the
management and get support from these unions .
Government:-the central and state government influences and regulates
industrial relations through laws rules agreement, awards of court as the like.
It also includes third parities and labor and tribunal courts.
SCOPE
The concept of industrial relations has a very wide meaning and connotation.
In the narrow sense, it means that the employer ,employee relationship
confines itself to the relationship that emerges out lf the day to day
association of the management and the labour. In its wider sense, industrial
relation include the relationship between and employee and an employer in
the courses of they running of an industry and may project in to spheres,
which Amy transgress to areas of quality control, making price fixation and
disposition of profits among others. The scope or industrial relations is quite
vast. The main issues involved here include the following
1. Collective bargaining
2. Machinery for settlement of industrial disputes
3. Standing orders
4. Worker participation in management
IMPORTANCE OF INDUSTRIAL RELATIONS
The healthy industrial relations are key to the progress and success. Their
significance may be discussed as under
• Uninterrupted production:- The most important benefit of industrial
relations is that this ensures continuity of production. This means,
continuous employment for all from manager to workers. The
resources are fully utilized resulting in the maximum possible
production. There is uninterrupted flow of income for all smooth
running of an industry is of vital importance for several other
industries to other industries if the products are intermediaries or
inputs, to exporters if these are export goods, to consumers and
workers, if these are goods of mass consumption.
• Reduction in industrial disputes:- Good industrial relations reduce the
industrial disputes are reflection of the failure of basic human urges or
motivation to secure adequate satisfaction or expression which are
fully cured by good industrial relations. Strikes lockout go slow
factices gear and grievance are some of the reflection of industries
unrest which do not sprig up in an atmosphere of industrial peace. It
helps prompting cooperation and increasing production.
High morale:- Good industrial relations improve the morale of the
employees. Employees work with great zeal with the felling in the
mind that the interest of employer and employees is on and the same
increase production. Every worker feels that he is a crowner of the
gains of industry. The employer in his turn must realize that the gains
of industry are not for him along but they should be shared equally
and generously with his workers. In tether words complete unity of
through and action is the main achievement of industrial peace. It
increases the place of worker in the society ands their ego is satisfied.
It naturally affects production because mighty cooperative efforts
alone can produce great result.
*Mental revolution:-The main object of industrial relation is complete
mental revolution of worker and employees. The industrial peace lies
ultimately in transformed outlook on the part of both . It is the business of
leadership in the ranks of workers, employees and government to work out a
new relationship in consonance with a spirit of true democracy. Both should
think themselves as partner of the industry and the role of works in such a
partnership should be recognized. On the other hand workers must recognize
employers authority. It will naturally have impact on production because
they recognize the interest of each other.
Reduced wastage:-Good industrial relation are maintained on the basis
of cooperation and recognition of each other. It will help increase
production. Wastages of man material and machines are reduce to the
minimum and thus national interest I protected
Thus it is evident that good industrial relation is basis of higher production
with minimum cost and higher profits. It also results in increased efficiency
of workers. New and new projects may be introduced for the welfare of the
workers and to promote the morale of the people at work . An economy
organized for planned production and distribution, aiming at the realization
of social justice and welfare of the massage can function effectively only in
and atmosphere of industrial peace. If the twin objectives of rapid national
development and increased social justice are to be achieved, there must be
harmonious relationship between management and labor.
Function of industrial relations Function of the industrial relations staff have been enumerated below
1. Management of industrial relations system
2. Recruitment and selection
3. Induction and placement
4. Training and development
5. Maintenance of liaison between outside groups and personnel department
as well as various levels of management
6.Formulation of rules, regulations, laws or orders and their implementation
7.Job analysis, job evolution, wage and salary administration , and
development of incentive programs.
8.Designing of performance appraisal system
9.Development of counseling appraisal system
10.Administration of health and medical services programmers
11.Administration of statutory and non statutory welfare services
12.Administration and monitoring of social security programmers
13.Suggestions plans and their use in labor management production
committees
14.Employees relations especially collective bargaining and settlement of
Public relations
15.Research in the field of personnel management and industrial relations,
and
16.Maintenance of personnel record
• Vesting of proprietary interest of the workers in the industries in
which they are employed.
• The maintenance of harmonious industrial relations within industry
depends on the extent of promotions and maintenance of discipline in
the organizations. No organizations can grow and prosper without
effective disciplinary system. Discipline on account of employees
means complying with predefined rules and regulations of the
organization. It is form training that enforces organization rules.
Conduct problems arise from the employees who fail to follow they
code of conduct of the organization. Such employees are often called
problems employees. The problems employees comprise a small
number employees but they are the ones who cause the most
disciplinary situations.
• If employers fail to deal with problems employees negative effect on
other employees and work groups may results some common
disciplinary issues caused by problem employees include absenteeism
tardiness. Productivity deficiencies Pilfering alcoholism
insubordination misuse of equipments and other company resources
and negligence. They goal of discipline is behavior modification, that
is to modify unaccepted behavior and misconduct.
INTRODUCTION OF LABOUR WELFARE
• When the Industrial revolution took place during the later part of the 18th Century
and earlier part of 19th Century and as a result of industrial revolution
employment in industries rose up tremendously. This led to emergence of to
distinct classes on the industrial scene, namely, the capitalist class and the
working class, the workers were largely untrained, uneducated and unorganized,
hence did not receive a fair deal at the hands of employers.
• The work environments in the Factories were extremely unhygienic and
unhealthy. Also it was largely in slavery, badly lit and ill ventilated, little attention
was paid to the heath, safety and welfare or workers, they were paid lower wages
and they had to work under poor working conditions.
• Now in any industrial organization employee’s health, safety and welfare are of
major concern and public policy. The reasons for this are two fold. Firstly, the
growth of trade union movement has completed. The managements is to provide
better working conditions to the employees. Secondly, enlightened Management
realize the significance of better working facilities to employees for achieving
grater productivity and efficiency in legal requirement regarding employees
Health, Safety, Welfare and working conditions such as first aid, sanitation,
cleanliness, Lighting, washing, Washing facilities, drinking water, canteens and
rest rooms etc. in promoting the interest of labour with fields of health, safety and
welfare, the ILO has also played a vital role. Health, safety and welfare in nature
are of two types that is voluntary and statutory.
“Law is not an abstract thing, it is a living organism
since it is applied on living human beings”.
The State has enacted many employee related legislations to control the
industries as to safeguard the interest of employees as well as to cater to
their welfare and security needs. The employee legislation, the labour
legislation or the industrial legislation or the human resources legislation
whatever name it may be called refers to the one and the same concept that
covers a number of legislation passed by the Parliament for the employees,
higher wages, healthy working condition, opportunity to advance and
satisfaction at work. This concept could easily be comprehended when we
undertake study of all the characters that play the roles in an industrial
organization. The main characters are Employer, Employee, The Trade Unit
and the Government.
EMPLOYEE WELFARE
For smooth functioning of an organization, the employer has to ensure
safety and security of his employees. Health and safety form and integral
part of work environment. A work environment should enhance the well
being of employees and thus should be accident free.
COMPLIANCE OF VARIOUS GOVT. LEGISLATION IN ABC In ABC Limited, for social security and social justice, the following
Employee Legislation are fully implemented. In case of any deviation from
the Act, there are certain types of checks by the Union Govt. & State Govt:-
a. The Factories Act of 1948
b. The Employees State Ins. Act 1949
c. The payment of wages Act 1936
d. The Minimum Wages Act
e. The workmen’s Compensation Act, 1923
f. The Employees Provident Funds & Misc. Provision Act, 1952
g. The payment of Bonus Act, 1965
h. Industrial Disputes Act, 1947
i. The Child Labour (Prohibition & Regulation) Act, 1986
The terms health safety and security are closely related to each other .
Healthiest the general state of well being. It not only includes physical well
being, but also emotional and mental well being safety refers to the act of
protecting facilities and equipments from unauthorized access and protecting
employees while they are on work
In organizations the responsibility of employee health and safety falls on the
supervisions or hr manager can help in coordinating safety programs,
making employees aware about the health and safety policy of the company,
conduct formal safety training, etc. The supervisors and departmental heads
are responsible for maintain safe working conditions.
Responsibilities of manager.
• Monitor health and safety of employees
• Coach employees to be safety conscious
• Investigate accidents
• Communicate about safety policy to employees
• Responsibilities of supervisor departmental heads
• Provide technical training regarding prevention of accidents
• Coordinate health and safety programs
• Train employees in handling facilities and equipments
• Develop safety reporting system
• Maintaining safe working conditions
Legislations governing occupational health and safety in India
Factories act 1948
Mines act 1952
Dock workers act safety, health and welfare 1986
APPROACHES
Organizations frame many approaches to ensure health and safety of their
employees. But not all of the approaches focus on contribution of effective
only when both they work design and employee behavior work in
coordination towards it. Many organizational and individual issues emerge
in management of employee health and safety . They can be summarized as
follow
1. Physical work settings: The physical setting of work affect the
performance of employees to great extents some of these factors
include temperature, noise levels, and proper lighting affect job
performance. Other work setting factors include size of worked area,
Kinds of materials used distance between work areas, cubicle
arrangement, et al.
2. Sick building syndrome:-It is a situation in which employees
experience acute health problems and discomfort due to the time spent
in a buildings include poor air quality, inadequate ventilation,
improper cleanliness, rodents, stench of adhesives and glues, et al.
3. Ergonomics:- the term comes form the Greek worked argon, which
means worked and omics which means management of ergonomics is
the study of physiological psychological and engineering design
aspect of a job including such factors as fatigue lighting , tools,
equipment layout, and placement of controls. It is the interface
between men and machines . Ergonomics is taken into consideration
when designing the workstation for computer operator. Problems of
back ache eye strain and headache arise due to long working hours
spent in front of computers.
4. Engineering of work equipments and materials:-accidents can be
prevented in a way by proper placement of dangerous machines.
Moreover design of such machines and equipments also plays and
important role in safety. Providing safety guards and covers on
equipments, emergency stop buttons and other provisions help in
reducing the accidents considerably.
5. Cumulative Trauma and repetitive stress:- cumulative trauma disorder
occurs when same muscles are used repetitively to perform some task this
results in injuries of musculoskeletal nervous system. Employees encounter
high levels of mental and physical stress also.
6. Accident rates and individuals:-an individual approach to safe
environment helps in redacting the accident rates. This is generally because
more problems are caused by careless employees than by machines or
employer negligence. A positive attitude towards work environment and
other practices promotes employee safety.
Grievance
Grievance means any type of dissatisfaction of discontentment’s arising out
of fact ors related to an employees job which he thinks are unfair. A
grievance arises when an employee feel that something has happened or is
happening to him which he thinks is unfair, unjust or inequitable. In an
organization a grievance may arise due to several factors such as
• Violation of managements responsibility such as poor working
conditions
• Violation of company rule and regulations
• Violation of labor laws
• Violation of natural rules of justice such a unfair treatment in
promotion, etc
Various sources of grievance may be categorized under three heads
(1)Managements policies,
(2)Working conditions, and
(3)personal factors
1.Grievance resulting from management policies include
• Wage rates
• Leave policy
• Overtime
• Lack of career Planning
• Role conflicts
• Lack of regard for collective agreement
• Disparity between skill of worker and job responsibility
2. Grievance resulting from working conditions include
• Poor safety and bad physical conditions
• Unavailability of tools and proper machinery
• Negative approach to discipline
• Unrealistic targets
3. Grievance resulting from inter personal factors include
• Poor relationship with members and seniors
• Autocratic leadership style of superiors
• Conflicts with peers and colleagues
It is necessary to distinguish a complaint from grievance. A complaint is an
indication of employee dissatisfaction that has not been submitted in written
on the other hand a grievance is a complaint that has been put in writing and
made formal.
Grievances are symptoms of conflicts in industry. There management should
be concerned with both complaints and grievances, because both may be
important indicator of potential problems with in the workforce. Without a
grievance procedure. Management may be unable to respond to employee
concerns since managers are unaware of them. There fore a formal grievance
procedure is valuable communication tool for organization.
Grievance procedure:Grievance procedure is a formal communication between and employee and
the management designed for the settlement of grievance procedures differ
from organization to organization.
1.Open door policy
2.Step ladder policy
Open door policy under this policy, the aggrieved employee is free to meet
the top
Executive of the organization. However, in bigger organization, top
management executives are usually busy with other concerned matters of the
company. Moreover it believed that open door policy is suitable for
executive operational employees may feel shy to go to top management.
Step ladder policy:- under this policy, There aggrieved employee has to
follow a step by step procedure for getting his grievance regressed. In this
procedure whenever an employee is confronted with a grievance, he presents
his problems to his immediate supervisor. If the employee is not a satisfied s
with superior decision then he discusses his grievance with the departmental
head. The departmental head discusses the problem with joint grievance
committees to find a solution.
However if the committee also fails to redress the grievance, then it may
be refused to chief executive. If the chief executive also fails to redress the
grievance, then such grievance is referred to voluntary arbitration where the
award of arbitrator is binding on bother parties.
Grievance procedure in Indian industryThe 15th session of Indian labor conference held in 1957 emphasized the
need of an established grievance procedure for the country which would be
acceptable to unions as well as to management. In the 16th session of Indian
labor conference, a model for grievance procedure was drawn up. This
model helps in creation of grievance machinery. According to it worker
representatives are to be elected for a department or their union is a
nominate them. Management has to specify the persons in each department
who are to be approached first and the departmental heads who are supposed
to approached in the second step.
The model grievance procedure specifies the details of all the steps that are
to followed while redressing grievance. These steps are.
Step 1 in the first step the grievance is to submitted to departmental
representative, who is a representative of management . He has to give his
answer with 48 hours.
Step 2 if the departmental representative fails to provide solution, the
aggrieved employee can takes his grievance to head of the department, who
has to give his decision with 3 days.
Step 3 if the aggrieved employee is not satisfied with the decision of
departmental head. He can take the grievance to grievance committee. The
grievance committee makes is recommendations to the manager with 7 days,
in the form of a report, the final decision of the management on the report of
grievance committee must be communicated to the aggrieved employee with
three days of the receipt of report. An appeal for revision of final decision
can be made by the worker if he is not satisfied with it. The management
must communicate its decision to the worker with in 7 days
Step 4 if the grievance still remains unsettled the case may be referred to
voluntary arbitration
Employee welfare scheme
Organization provide welfare facilities to their employees to keep their
motivation levels high
The employee welfare schemes can be classified into two categories viz.
Statuary and non statutory welfare scheme. The statuary scheme are thus
schemes that are compulsory to provide by an organization as compliance to
the laws governing employee health and safety these include provisions
provided in industrial acts like factories act 1948 dock workers act safety
health and welfare 1986 mines act 1962. The min statutory schemes differ
from organization to organization and from industry to industry
Statutory schemes:
The statutory welfare schemes include the following provision:
1. Drinking water:- At all working places safe hygienic drinking water
should be provided.
2. Facilities for sitting:- in every organization , especially factories,
suitable seating arrangements are to be provide.
3. First aid appliances:- First aid appliances are to be provided and
should be readily assessable so that in case of any minor accident
initial medication can be provided t o the needed employee.
4. Latrines and Urinals:- a sufficient number of latrines and urinals are to
provided in the office and factory premises and are also to be
maintained in a neat and clean condition.
5. Canteen facilities:- Cafeteria or canteens are to provided by employer
so as to provide hygienic and nutritious food to the employees.
6. Spittoons:- In every work place, such as ware houses, store places in
the dock area and office premises spittoons are to provided in
convenient places and same are to maintained in hygienic condition.
7. Lighting:- Proper and sufficient lights are to be provided for
employees so that they can work safely during the night shifts
NON STATUTORY SCHEMES1. Personal health care regular medical checkups some of the companies
provide the facility for extensive the lath check up
2. Flexi time the main objective of the flextime policy is to provide
opportunity to employees to works with flexible working schedules.
Flexible work schedules are initiated by employees and approved by
management to meet business commitments while supporting
employee personal life needs
3. Employee assistance programs various assistant programs are
arranged like external counseling service so that employees or
members of their immediate family can get counseling on various
matters.
4. Harassment policy- To protect an employee from harassments of any
king , guidelines are provided for proper action and also protection the
aggrieved employee.
5. Maternity & adoption leave- Employees can avail maternity &
adoption leaves policies have also been introduced by various
companies.
6. Medi claim insurance scheme- This insurance scheme provides
adequate insurance coverage of employees for expenses related to
hospitalization due to illness, disease or injury.
7. Employee referral scheme- In several companies employee referral
scheme is implemented to encourage employees to refer friends and relative
for employment in the organization.
MeasuresThe following measures should be taken to achieve good industrial relations
• Strong and stable union- A strong and stable union in each industrial
enterprise is essential for good industrial relations. The employers can
easily ignore a weak union on the plea that it hardly represents the
workers. The agreement with such a union will hardly be honored by
a large section of workforce. Therefore, There must be strong and
stable unions in every enterprise to represent the majority of workers
and negotiate with the management about the terms and condition of
service.
• Mutual trust- Both management and labor should helps in the
development of an atmosphere of mutual cooperation confidence and
respect. Management should adopt a progressive outlook and should
recognize the rights of workers. Similarly labor unions should
persuade their members to work, for the common objectives of the
organization both the management and the unions should have faith in
collective bargaining and other peaceful methods of setting disputes.
• Workers participation in management- The participation of workers in
the management of the industrial until should be encouraged by
making effective use of works committees, joint consolation and other
methods. This will improve communication between managers and
workers, increase productivity and lead to greater effectiveness.
• Mutual accommodation- The employers must recognize the right of
collective bargaining of the trade unions, in any organization . There
mutual accommodation rather than conflict or uncompromising
attitude. One must labor relation, it may foster union militancy as the
union reacts by engaging in pressure tactic.
TRADE UNIONS Introduction of Trade Union
Over the years, the contractual relationship between employer and employee has undergone several changes. The employer can no longer hire and fire employees. He cannot promote/demote someone based on personal preferences .He cannot afford to reprimand subordinates openly.
He has to act within the boundaries set by collective agreements, Unions, past practices and court decision, Thus, managerial indiscretions, whimsical actions and one sided exploitative acts have no place in the industrial relations scene especially when we look at labor management relations (relations between employer employee, employee employee, employer union etc.) in large undertaking. Today the relationship between employers and employee is contractual and reciprocal. The right and obligations of employers (frame rules for work discipline employees who defy commands,
etc.) are well documented in various piece of labor legislation. Collective strength forces employees to sacrifice overall organization interest, turn the issue on hand into a tug - of war impairing labor management relations.
It has become virtually impossible to exercise some of the rights of the employees such as right to strike, Freedom to associate, right to appeal against injustice in recent years thanks to the cost saving efforts to employers fighting unstoppable ongoing battles with competitive forces. Unions have found their base slipping badly on several counts i.e.. disinterestedness of workers in union related work depleting ranks, cash crunch owing to insufficient funds, shrinking political support, inability to sustain organized protest for a long time and more dangerously the threat of employers drawing shutters down, when pushed to the wall (like retrenchment, wage cuts, closures.)
Definition of Trade Union
“ A Trade Union is a continuous association of wage earners for the purpose of maintaining or improving the conditions of their working lives.”
Sale of their labor and production, and that the general purpose of association is in view of that dependence to strengthen their power to bargain with employers or bargaining collectively.”
The British Trade Union Act,1953
“A Trade Union is any combination, whether temporary or permanent, formed primarily for the purpose of regulating the relations between workmen and employers, or between workman and workmen, between employers and a employers, a employers, or for imposing
restrictive conditions of the any trade or business, and includes any federation of two or more trade unions.”
Indian Trade Union Act , 1926
“This definition is defective because it allows even non workers to form a trade union. More over, it is narrow and vague about the aims and purposes of forming such an organization.
Let us examine the definition in parts:
1. Trade union is an association either of employees or employers or of independent workers.
2. It is a relatively permanent formation of workers. It is not a temporary or casual combination of workers.
3. It is formed for securing certain economic (like better wage, better working and living conditions), social (such as educational, recreational, medical, respect for individual) benefits a to members. Collective strength offers a sort of insurance cover to members to fight against irrational, arbitrary and illegal actions of employers. Members can share their felling, exchange notes and fight the employer quite effectively when ever he goes off the track
Objectives of Trade Unions
The main objectives of any trade union is to protect the interest of
workers/employees in the organization. However the workers in tersest/
welfare is a broad term in which various subjects- wages and salaries,
working conditions, working hours, transfers, promotions, recruitment and
classification, training, discipline, leave and holidays, dearness allowance,
bonus, incentives, quarters, sanitations a employee relations, mechanization,
facilities to unions welfare employee relations and the like are included.
a) Wages and salaries:- The subject which drew the major attention of the
trade unions is wages and salaries. Of course, this item may be related to
policy matters. However, differences may arise in the process of their
implementation. In the case of unorganized sector the trade union plays a
crucial role in bargaining the pay scales.
b.) Working conditions:-Trade unions with a view to provide all the basic
facilities such as, lighting and ventilation, sanitation , rest room, safety
equipment while discharging hazardous duties, drinking, refreshment,
minimum working hours, leave and rest, holidays, refreshment, minimum
working hours, leave and rest, holidays with pay , job satisfaction, social
security benefits and other welfare measures.
c) Discipline:- Trade unions not only conduct negotiations in respect of the
items with which their working conditions may be improved but also protect
the workers from the clutches of management when ever workers become
the victims of management's unilateral acts and disciplinary policies. This
victimization may take a the form of penal transfer, suspensions, dismissals,
etc. In such a situation the separated
d) Personnel Policies:- Trade Unions may fight against improper
implementation of personnel policies in respect of recruitment, selection,
promotions, transfer, training etc.
e) Welfare:-As stated earlier, trade unions are meant for the welfare of
workers Trade Union works as a guide, consultation authority and
cooperates in overcoming the personnel problems of workers. It may bring
to the notice of management, Through collective bargaining meetings, the
difficulties of workers in respect of sanitation , hospitals, quarters, school
and colleges for their children's cultural and social problems.
f) Employee- employer relation:- Harmonious relations between the
employee and employer is a sine quo non for industrial peace. A trade union
always strives for achieving this objectives.
g) Negotiating Machinery:-Negotiations include the proposals made by on
e party and the counter proposals of the other party. This process continues
until the parties reach an agreement . Thus, negotiations are based on give
and take principle. Trade union being a party gaining. Thus, the trade union
works as the negotiating machinery.
h) Safeguarding Organizational health and the interest of the
industry:- Organizational health on be diagnosed by methods evolved for
grievance redressed and techniques adopted to reduce the rate of
absenteeism and labor turnover and to improve the employee relations.
Thus, trade unions help in reducing the rate of absenteeism, labor turnover
and developing systematic grievance settlement procedures leading to
harmonious industrial relations. Trade Unions can thus contribute to the
improvements in level of production and productivity discipline and
improve quality of work life.
Functions of Trade Unions
The functions of trade unions can be divided into the following
categories,viz…
a. Militant or protective or intra-mutual function: these functions
include protecting the workers interest i.e,hike in wages, providing
more benefits, job security etc, through collective bargaining and
b. Fraternal or extra-mutual functions : these functions include providing
financial and non financial assistance to warders during the period of
strike and lock outs, extension of medical facilities during slackness
and causalities, provision of education recreation, recreational and
housing facilities, provision of social and religious benefits etc.
c. Political functions : these functions include affiliating the union a
political party, helping the political parties during the periods of
strikes and lockouts.
d. Social functions : these functions include carrying out social service
activities, discharging social responsibilities through various sections
of the society like educating the customers.
FEDRATIONS These are combinations of various unions for the purpose of
gaining strength and solidarity. They can resort to concerted actions, when
the need for such action arises, without losing their individuality. such
federations may be local, regional, state, nation land international.
There are a few organizations which are local in character,
such as the Bhartihe Kamgar Sena, the Labor Progressive Federation,
madras, the national front of Indian trade unions and the coordinating
committee of free trade unions.
many unions are affiliated to one or the other of the following
central organizations of workers:
1. The Indian National Trade Union Congress;
2. The All India Grade Union Congress;
3. The Hind Mnazdoor Sahbha;
4. The united trades unions congress;
5. The center of Indian trade unions;
6. Bharatiya Mazdoor sang;
7. The national labor organization;
8. The united trade union congress (LS);
9. The national font of Indian trade union; and
10.The trade union coordinate centre.
Besides the affiliated unions and their federations, there are a large number
of associations and federations and federations which have not joint abny
one of the central worker’s organizations. Some of these are:
1. The All India Bank Employees Association;
2. The All-India Bank Employees Federation;
3. The All-India Insurance Employees Association;
4. The All-India Defense Employees Federation;
5. The All-India Railway Men's Federation;
6. The National Federation Of Posts And a Telegraph Employees; and
7. The National Federation Of Indian Railway Men.
In great Britain, the British trade union congress and in the
USA, the American Federation of labor and the congress of industrial
organization (AFL. CIO) are the national organizations of trade unions.
At the international level, the world federation of trade
unions (W.F.T.U) and the international confederation of free trade unions
(I.C.F.T.U) are two important organizations.
Main problemsWe shall discuss in the following paragraphs some of the most important
and pressing problems of trade unions in India, under the a following
headings:
1. Uneven Growth: Industry-wise and Area Wise.
2. Small Size of Unions.
3. Financial Weakness.
4. Multiplicity of Unions and Inter-Union Rivalry.
5. Leadership Issue.
6. Problems of Recognition of Trade Unions.
Essentials for Success of A Trade Union
First essential of a trade union is to have an enlightened
labor force to guide and direct the movement. This presupposes, according
to R.K. Mukerjee, the existence of correct leadership , “which is not
prepared to sacrifice the interests of the workers of imported doctrinaire
enthusiasm but desires to hack a highway for them to attain their stature as
participants in a new order of things.”
Another essential is that a trade union should have its
foundation laid on a sold ground so that it may achieve success in the
attainment of its objects.
The objectives of a trade union should be clearly
enunciated trade unions with a complexity of objectives are looked upon
with suspicion, and the employers, who should be willing to sit with them
round a table for discussion and negotiation, often try to bypass them.
Likely to give rise to difficult problems of jurisdiction and appliers of
activity. A trade union should be regarded as a business organization which
requires careful planning and sound organizational methods.
According to George Meany (former President of the American Federation
of Labour) trade unions must possess some basic characteristics, if they are
to be effective and useful. These characteristics are:
1. First and foremost, a good union must be able to protect its members
and win a reasonable measure of economic justice for them.”
2. Second, a good union must be run by the members and for the
member. These most be leaders-strong leaders, able and willing to
stand firm for what they believe is right and to fight for it against what
might appear at times to be a popular position. But they must always
by subject to the support or rejection of the general membership of the
union.”
3. Third, a good union must be an honest union. This goes beyond
finances; just being money honest’ is not enough.”
4. Fourth, a union must look beyond its own horizons. It must recognize
and fulfill its proper role in the life of the nation and of the community
in which it lives.”
ABOUT THE COMPANY
Introduction
Amrit Banaspati Company Ltd., a Company that is Synonymous with
purity and goodness, is poised on the threshold of the new millennium today.
In a country as diverse as India, nature has showered her best, in full
measure. Amrit Banaspati Company has stayed close to roots nature. Its
special understanding of nature and ties ways have enabled it to grow from
vanaspati Company to a multi-product organization producing a whole range
of edible oils and fats.
Today ABC ltd has installed Capacity of 10,000 metric tons per
month as compared to mere 3,000 metric per month in its first years of
operations. This stupendous growth has been possible because Amrit
Banaspati Company Ltd., has continuously endeavored to bring new
products to the Indian consumer and to that end its Research and
Development Played a key Role.
Company Profile
Amrit Banaspati Company Ltd., Rajpura is an ISO 9001-2001
certified company. It has an history of five decades in business of
edible oil product. Today, it is one of the largest manufacturing unit of
edible oil products. Today, it is one of the largest manufacturing unit
of edible oil in the country. Its main brands are
1) Ginni
2) Gagan
3) Bansari
4) Suntieri teer
5) Merrigold and Sunflower Oil
Which are very popular and virtually common household names in
various parts of the country.
In terms of turnover ABC Ltd., Rajpura has been sated amongst
100 companies of India. Late Shari Laxmi Narian Bajaj set up
Amrit Banaspati Company Ltd. in Years 1940. It Was Ninth
Company of the country established in Banaspati Industry.
These are 475 Department and about 250 contract Laborers
The main Branches that are under Amrit Group are :-
a) Amrit Banaspati Company Limited, Ghaazibad (U.P)
b) Amrit Paper Sailkhurd, Hosiarpur (Punjab)
c) Amrit Banaspati Company limited, Rajpura (Punjab)
a) Amrit Banaspati Company Limited, Ghaazibad (U.P) :-
In Ghaazibad, Amrit Banaspati Company Has a Corporate
Office .
b) Amrit Paper Sailkhurd, Hosiarpur (Punjab):-
One of the leading produces of the print paper in the country.
The Production capacity from 10,000 meters in 1980 apprx.
24,000
meters at present.
c) Amrit Banaspati Company limited, Rajpura (Punjab) :-
The Company made a humble beginning in 1969 with inauguration of
stone lying ceremony by H.E. Dr D.C PAVETTE , Governer of
Punjab on 6th march 1969. The unit the Capacity of 100 metres per
day of Banaspati (Hydrogenated Vegetable oil) which has now
increased to 450 metre per day. The Success Saga of ABC Ltd,
Rajpura can be best described as an enterprise that has evolved from
Single to multi product Company. Its turn over is 800 crore p.a
approximately.
Company Products
Amrit Banaspati Company Ltd, Rajpura is producing different
products and various types of refined oils and fats. ABC Ltd has
Introduced a Range of Refined oils – namely, Groundnut, cottonseed,
mustard ands sunflower products are :
1) Gagan Vanaspati
2) Bansari Refined Vegetable Oil
3) Ginni Refined Sunflower oil
4) Ginni Refined cottonseed oil
5) Marigold Bread Spread
6) Sunheri Teer Vanaspati
7) Ginni Refined Groundnut Oil
8) Gagan Rice
9) Gagan Salt
Beside these ABC ltd also produce BAKERY SHORTENINGS
and CONFECTIONERY FATS AND OILS. among other
products. During 2005-09 company has launched Soya
Products named ‘’GINNI CHUNKS’’ AND ‘’GAGANGOLD.
Vision And Mission
The company aims at successfully meeting the varied needs of
the Indian consumers. The Company has continuously Endeavored
to bring new products to the Indian Consumer the Company stayed
close to its roots nature and it has been a platform for its success for
several years.
Mission Statement
The mission statement of Amrit Banaspati Co. ltd. Rajpura is
‘’To produce and sell goods and service to achieve the highest return
on sales in the Industry to total satisfaction of customers , employees
and Share holders in that order.
Quality
Rajpura Branch of ABC ltd has a good Quality control system
together with Research and Development which is comparable to its
best in the Industry. It is to the Credit of its good Quality Control
system and efficient R and D Department, that ABC Ltd, Rajpura has
been honoured and awarded .’’THE AMERICAN INTERNATIONAL
QUALITY CERTIFICATE AND GOLD MEDAL.’’
Various Slogans Used By Company
- GAGAN RAHO MAGAN--- Banaspati
-KHAO THE OIL TODAY FOR THE WOMEN OF TODAY –Cotton Seed
Oil.
-THE COMPLETE OIL FOR A OMPLETE FAMILY –Sunflower oil
-IT TAKES ON THE FLAVOUR OF FOOD—Groundnut oil
-AS PURE AS MOTHER’S LOVE –Mustard Oil
-ITS NOT BUTTER , IT’S BETTER –Merritreat Bread Spread
Working HoursFollowing are the shift timing , Which many be changed at the sole discretion of
the management .
General Shift 09:00AM 05:00PM
A SHIFT 08:00AM 04:00PM
B SHIFT 04:00AM 12:00PM
C SHIFT 12:00 AM 08:00AM
BACKGROUND OF THE COMPANY
It largest manufactures of edible oil in the industry. Its successful brands
like Gagan Ginni and Marigold are virtually household homes in many parts
of the country. In terms of Amrit Banaspati Company Ltd. has been ranked
among top 100 companies in India.
• Amrit Banaspati Company was set up in 1940 by it Sh. Lashmiin
Narayan Bajaj. It was 9th Co. of the country established in the
Vanaspati industry.
• The main plant of A.B.C ltd was set up in Ghaziabad in 1953. The
Rajpura unit of A.B.C ltd. was laid down by the Punjab governor on
6th March 1969 and its inauguration was done by the Chief Minister
of Punjab Sh. Gurnam Singh on 18th Dec. 1969.
• The unit of company was set up in the year 1969 – 1970 with a
manufacturing capacity of 100 meters per day of Vanaspati on the
year 1982 – 1983 capacity was increased to 125 meters per day
thereafter, in the year 1986 a separate facility.
• To producer refined oil was set up of the capacity of meters per day.
Presently company is manufacturing around 3600 meters of Vanaspati
per month.
LOCATIONThe plant is situated at Rajpura which is at distance of about 3 km from the
Rajpura Railway Station. The factory is established on the right - hand side
of Rajpura Chandigarh highway. The unit is spread over 42 acres of land. It
has a big and beautiful building which attracts the highway travelers. The
raw oil particularly the cotton seed, rice brand are available in the vicinity of
Rajpura of finished products thereby resulting into saving an a/c of freight
and other expenses in purchase of oils and sales of finished products.
Rajpura is well connected by roads, railways and tele communication on
facilities with other parts of the country. All basic infrastructure facilities
like water, power and skilled manpower are available locally.
GENERAL DETAIL OF THE COMPANY
1. Name of the company Amrit Banaspati Company Ltd.
2. Address Chandigarh Road Rajpura district Patiala Punjab
3. Telephone no. 01762-232890 to 96
4. Fax no. 01762-232897
5. Email [email protected]
6. Website www.Amrit Banaspati.com
7. Name of process continuous
8. Timing General 9.00 am to 5.00 pm
‘A’ shift 8.00am to 4.00 pm
‘B’ shift 4.00 am to 12.00 Md. Nt
‘C’ shift 12.00 Md. Nt to 8.00
9. Total strength Staff 313 members
Workers 157 members
MaintenanceThe maintenance dept. is on of the most important. Dept. of the industry its
primary job is to see that there is no stoppage in the production or packing of
products. It also attends to the different complaints concerning the
machinery. The most frequent complaints received by the maintenance
department is the stoppage on failure of the pumps. Those are basically due
to reliance of the operator. Many times the operator switch on the pumps
without opening the discharge line. This results is failure of the pumps. The
other problems regarding the pumps are their frequent wear and tear. The job
of the maintenance is to repair them or replace the parts. The pumps are
maintained to keep them in top working conditions by lubricating them
regularly.
Other them pumps the heat exchanges also need a good maintenance As
compared to other machinery. It has to able cleaned frequently for keeping it
in top working condition such that it efficiency does not decrease. The
gaskets of the heat exchangers are changed periodically
The vacuum creation elements like steam jet electors and barometric Condensers need steady maintenance. Many a time vacuum system does not produce the required vacuum due to tears or other problems.Those are worked into by the maintenance department.
OBJECTIVE OF THE STUDY
1. To study the measures of labour welfare & status of industrial
relations in ABC Limited, to ensuring availability of all production in
all pack sizes across the distribution channel.
2. To know the satisfaction level of employees towards labour welfare
measures adopted in ABC Limited, as well as Govt. guidelines on this
matter.
3. To study the opinion of employees about the present industrial
relations and labour welfare.
4. To study the various Union Govt. & State Govt. labour
legislation/guidelines, which are implemented for the welfare of
employees.
5. To creating and sustaining quality and hygiene consciousness at all
levels of organization and preventing employed participation.
RESEARCH METHODOLOGY Research in simple terms, refers to a search for knowledge. It is also
known as scientific and systematic search for information on a particular
topic or issue.
Research methods includes all those techniques / methods that are
adopted for conducting research. Thus research techniques or methods are
the methods the researcher adopts for conducting the research operations. On
the other hand, research methodology is the way of systematically solving
the research problem. It is a science of studying how research is conducted
scientifically.
The order which has been followed in the research of the project
conducted, is as follows:-
DETERMINING THE SAMPLE DESIGN:- A sample design is a definite plan for obtaining a sample from a given
population. It was decided to collect this information from a sample size of
50 employees working at different levels from the company. In these report
random sampling method has been used. I chose the sample, which was
taken on the basis of probability sampling.
The following methods have been used for the research:-
1. Observation
2. Questioning
3. Interviewing
4. Special Record Searching
OBSERVATION:-
I have studied the following areas of industry:-
Personnel Manual of AMRIT Limited
Record of IR Meetings/ Committees
Standing Orders / CDA Rules applicable on Workman & Officers
COLLECTION OF DATA
In this study the data was collected mainly through primary sources. In
primary sources we include:-
PRIMARY DATA:-
For collecting first hand information primary data have been used to
include either survey or observation method to collect information from the
respective respondents. For the purpose of this project, questionnaire method
of data collection have been used.
SECONDARY DATA:-
The secondary data has been in regard to the information part of the
project which actually includes the information regarding Govt. guidelines /
policies on Industrial Relations and Labour Welfare. The data was collected
from different related books, internet and magazines etc.
ANALYSIS&
INTERPRITATIONS
Do you Know that good industrial relation increases productivity in an industrial establishment?
OPTIONS %YES 92%NO 8%TOTAL 100%
Interpretation:-It is clear from above figure that 92% of the employee is aware that good industrial relationships increase productivity whereas 8% are unaware
IS THERE ANY WORKERS PARTICIPATION IN MANAGEMENT IN YOUR WORK
OPTIONS %
YES 85%
NO 15%
Interpretation:-
It is clear from above figure that 85% of the employee say yes and other say no
WHO IS THE RESPONSIBLE FOR MAINTAINING GOOD INDUSTRIAL RELATION IN AN INDUSTRY
OPTIONS %
WORKERS 13%
MANEGMENT 17%
UNION 10%
GOVERNMENTMACHINARY 8%
ALL THE ABOVE 52%
Interpretation:-It is clear from above figure that 52% of the employee believe that all are responsible for maintaining good industrial relationships.
Is there any industrial relation committee in your unit?
OPTIONS %
YES 97%
NO 3%
Interpretation:-
It is clear from above figure that 97% of the employee say yes and other say no
Are management &union serious about maintaining industrial relation in your unit?
OPTIONS %
YES 94%
NO 6%
Interpretation:-
It is clear from above figure that 94% of the employee say yes and other say No
Does state govt administration provides help to your industrial unit for maintaining good industrial relation and if yes then which department?
OPTIONS %
Labour deptt.. 40%
Local Admn.. 21%
Local MLA 22%
Local MP 17%
Interpretation:-
It is clear from above figure that 40% of the employee support the labor deptt,21% for local admn,22for MLA, 17 for MP
Are the employee of your unit satisfied with wage/salary structure?
OPTIONS %
YES 2%
NO 98%
Interpretation:-
It is clear from above figure that 2% of the employee say yes and other say No
Is your unit following the Govt. guidelines in maintenances harmonious industrial relation?
OPTIONS %
YES 87%
NO 13%
Interpretation:-
It is clear from above figure that 87% of the employee say yes and other say No
Are you aware about all the health , safety and welfare facilities being provided to you?
OPTIONS %
YES 97%
NO 3%
Interpretation:-
It is clear from above figure that 97% of the employee say yes and other say No
Are you satisfied with the trans port facility provide by company ?
OPTIONS %
YES 95%
NO 5%
Interpretation:-
It is clear from above figure that 95% of the employee say yes and other say No
ANALYSIS
• The purpose of this exchange of views is to sharpen and clarity
explanation of industrial relation behavior. There is no interest here in
polemics, tactical points, or in debate for its own sake. In view of the
growing and extensive amount of research in industrial relations, how
ever it may be constructive at this stage for those working in this field
– in a variety of disciplines – to consider the implications of these
contending frameworks of analysis.
CONCLUSION
• Welfare of the workers is not responsibility of the company rather it is
a joint responsibility of the employers, the Govt. and the trade union.
But the management in particulars is very much responsible for this.
The problems of workers are of such a great magnitude that the
company alone cannot tackle it successfully unless and until the
workmen of the respective companies help the company. Management
and workers both are responsible for the success of welfare measures.
Here in this company although the existing provision of the welfare
measures are found satisfactory though the workmen have high degree of
expectation from the company. So it is the responsibility of the company /
Govt. to fulfill the expectation of the workers. Industrial relations are
complex and multi dimensional they are dynamic in nature as they undergo
change with the changes in socio economic, political and legal environment.
Good industrial relation are essential of the purpose of productive
efficiency, human well beings and industrial progress. The existence of good
human relations, organized labour movement, collective bargaining, fair
dealing by Mgmt. with the workers joint consultation at all levels etc. are
necessary for the establishment and maintained of harmonious industrial
relations.
Limitations of the Study
Various limitations of the study are:-
(a) Various Parameters used in the project may not be
100% realistic.
(b) The sample size taken over a limited period may have a
margin of error.
(c) Time constraint in the project.
SUGGESTIONS
• 1.Enforcement of discipline.
• 2.Try to have union within workers fold.
• 3.Diversification of product is the need of the time.
• 4.The basic problem which is faced by the company is not having
adequate working capital.
• 5.Every new technology should be introduced in the company and
along with it training programs for employees.
BIBILOGRAPHY BOOKS AUTHOR
Industrial relation Chabbra and Suri
Human resources
management Chabbra
WEB SITE
WWW.oilworld.com
WWW.amritbanspati.com
SEARCHENGINES ON THE NET
ANNUAL REPORT OF Amrit Banaspati Company Ltd…..
1. Questionnaires
2. Do you know that good industrial relations increase productivity in an
industrial establishment?
Yes [ ] No [ ]
3. Who are responsible for maintaining good Industrial Relation in an
industry?
Workers [ ] Management [ ] Union [ ] Govt. Machinery [
All the above [ ]
4. Is there any worker’s participation in management in your unit ?
Yes [ ] No [ ]
5. Are there any Industrial Relation Committee exits in your unit ?
Yes [ ] No [ ]
6. Are the management & union serious about maintaining industrial
relations in your unit?
Yes [ ] No [ ]
7. Does State Govt. Administration provides help to your Industrial unit
for maintaining good Industrial Relations and if yes then which
department?
Labour deptt. [ ] local Admn. [ ] Local MLA [ ]
Local MP
8. Are the employees of your unit satisfied with wage / salary structure?
Yes [ ] No [ ]
9. Is your unit following the Govt. Guidelines in maintaining
harmonious industrial relation?
Yes [ ] No [ ]
10.Are you aware about all the health, safety and welfare facilities being
provided to you?
Yes [ ] No [ ]
11.Are you satisfied with these facilities?
Yes [ ] No [ ]