GRIEVANCE REDRESSAL SYSTEM IN MILKFOOD LTD. BAHADURGARH

Project ReportSubmitted to Punjabi University, Patiala in partial fulfillment of the

requirements for the degree of

Bachelor of Business Administration(2011-12)

SUBMITTED BY:- Shilpa vohra

B.B.A

SRI GURU HARKRISHAN COLLEGE OF MANAGEMENT & TECHNOLOGY

PATIALA

DECLARATION

I hereby declared that the Project entitled ‘grivence redressal’ A study

conducted at (MILKFOOD LTD.) is an original work carried out by me,

is submitted in the partial fulfillment for the requirement of the Degree

of Bachelor of Business Administration and this has not been submitted

in part or full towards any other degree or diploma.

SHILPA VOHRA

CONTENTS

CHAPTERS TOPICS PAGE NO.

I. INTRODUCTION 1

II. ABOUT THE ORGANISATION 9

ABOUT THE UNIT

INTRODUCTION OF PRODUCTS

III. GRIEVANCE RREDRESSAL SYSTEM OF MILKFOOD 22

IV. RESEARCH METHODOLOGY 37

V. ANALYSIS AND INTERPRETATION OF DATA 38

VI. FINDINGS, SUGGESTIONS AND

LIMITATIONS 53

VII. CONCLUSION 64

VIII. REFERENCES AND ANNEXURE 84

A grievance may arise from injustice or tyranny, and be cause for rebellion or revolution.

The revolt of English barons in the early thirteenth century which led to the Magna Carta of 1215 was partly motivated by grievances against abuses by King John. This right to Petitionthe king, for grievances, was affirmed in the Bill of Rights 1689.

The United States Declaration of Independence is mainly an enumeration of the colonists' grievances against King George III. The right "to petition the Government for a redress of grievances" is recognized in the First Amendment to the United States Constitution.

Grievance procedure is a formal communication between an employee and the

management designed for the settlement of a grievance. The grievance procedures differ from

organization to organization. 

Open door policy: Under this policy, the aggrieved employee is free to meet the top executives

of the organization and get his grievances redressed. Such a policy works well only in small

organizations. However, in bigger organizations, top management executives are usually busy

with other concerned matters of the company. Moreover, it is believed that open doorpolicy is suitable for executives; operational employees may feel shy to go to top management. 

Step ladder policy: Under this policy, the aggrieved employee has to follow a step by step procedure for getting his grievance redressed. In this procedure, whenever an employee is confronted with a grievance, he presents his problem to his immediate supervisor. If the employee is not satisfied with superior’s 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 referred to chief executive. If the chief executive also fails to redress the grievance, then such a grievance is referred to voluntary arbitration where the award of arbitrator is binding on both the parties. 

GRIEVANCE PROCEDURE IN INDIAN INDUSTRY 

The 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, workers’ representatives are to be elected for a department or their union is to 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 be approached in the second step. The Model Grievance Procedure specifies the details of all the steps that are to be followed while redressing grievances.

NATURE OF GRIEVANCES THAT FALL FOR REDRESSAL UNDER GRIEVANCE PROCEDURE: 

Complaints affecting one or more individual workers in respect of their – wage, payment of overtime wages, bonus, railway fare (LTC/LLTC), leave, transfer, promotions, increments seniority, work assignment, working conditions, hours of employment, output of workmen (work load), training and settlement of terminal benefits.

DIFFERENT STAGES FOR REDRESSAL OF GRIEVANCES, PROVIDED FOR UNDER COMPANY’S GRIEVANCE REDRESSAL PROCEDURE:

FIRST STAGE (MINE/DEPARTMENT LEVEL): 

The aggrieved employee shall represent his grievance either in person or in writing to the Welfare Officer or any other Officer in the Mine/Dept, which should be acknowledged.  A written reply should be sent to the worker under the signature of the Manager/HoD within 10 days.

SECOND STAGE (AREA LEVEL):  If the employee is not satisfied, he may request the Manager/HoD to

forward his Grievance to the Grievance Committee constituted at Area level which consists of –

MANAGEMENT REPRESENTATIVES

WORKMENREPRESENTATIVES

a)     General Manager of the Area b)     Manager/HODc)      Area Personnel Dept. Head     (Member Secretary)

a)     One permanent member nominated by the Recognised Trade Union of the Area OR in his absence, a representative duly authorised by the said Union.b)     A representative of the Registered Trade Union OR a co-

worker of the worker’s choice.

The recommendations of the Grievance Committee shall be communicated to the concerned workmen within 10 days.  A copy of the minutes of the Grievance Committee meeting may be supplied to the Representative of the Recognized Union.

STEP 1: In the first step the grievance is to be submitted to departmental representative, who

is a representative of management. He has to give his answer within 48 hours. 

STEP 2: If the departmental representative fails to provide a solution, the aggrieved employee

can take his grievance to head of the department, who has to give his decision within 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 its

recommendations to the manager within 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 within 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 within 7 days.

1. Grievance Redressal A grievance can be defined as any sort of dissatisfaction, which needs to be redressed in order to bring about the smooth functioning of the individual in the organization. Broadly, a grievance can be defined as any discontent of dissatisfaction with any aspect of the organization. It can be real or imaginary, legitimate or ridiculous, rated or unvoiced, written or oral, it must be however, find expression in some form of the other. Discontent or dissatisfaction is not a grievance. They initially find expression in the form of a complaint. When a complaint remains unattended to and the employee concerned feels a sense of lack of justice and fair play, the dissatisfaction grows and assumes the status of grievance. Usually grievance relate to problems of interpretation of perceived non-fulfillment of one’s expectation from the organization. Aggrieved employees usually manifest defiant behavior.

The grievance procedure can be divided into two parts:-

• A formal grievance redressal process and • An informal process of grievance handling

2. Handling grievances There are three formal stages in which any grievance can be redressed. Each stage has a ‘form’ which is numbered according to whichever stage it belongs to. A grievance can be of any type ranging from problems regarding promotion to discharge and dismissal, and suspension but it is mandatory that the grievance should be work related and not personal. It is required that the grievance must fall under the following category to be considered one: 1. Amenities 2. Compensation 3. Conditions of work 4. Continuity of service 5. Disciplinary action 6. Fines 7. Leave 8. Medical benefits 9. Nature of job 10. Payments 11. Promotions 12. Safety environment 13. Super Annuation 14. Supersession 15. Transfers 16. Victimisation

The list is indicative and not comprehensive. The apparent because or sources of grievances may always be the real ones. There is need for deeper analysis of the policies, procedures, practices, structures and personality dynamics in the organization to arrive at the real causes of grievances.stem. 3. Individual or Collective (Group) GrievancesThe International Labour Organisation (ILO) defines a grievance as a complaint of one or more workers with respect to wages and allowances, conditions of work and interpretation of service, condition covering such areas as overtime, leave, transfer, promotion, seniority, job assignment and termination of service. The National Commission on Labour observed that “complaints” affecting one or more individual workers in respect of their wage payments, overtime, leave, transfer, promotion seniority, work assignment and discharge would constitute grievances. It is important to make a distinction between individual grievances and group grievances. If the issue involved relate to one or a few individual employees, it needs to be handled through a grievance procedure, but when general issues with policy implications and wider interest are involved they become the subject matter for collective bargaining.

4. Reasons for grievances Grievances occur for a variety of reasons: Economic Wage fixation, wage computation, overtime, bonus Employees feel they are getting less than what they ought to get Working Environment Poor working conditions, defective equipment and machinery, tools, materials. SupervisionDisposition of the boss towards the employee perceived notions of favoritism, nepotism, bias etc. Work GroupStrained relations or incompatibility with peers. Feeling of neglect, obstruction and victimisation.Work OrganisationRigid and unfair rules, too much less work responsibility, lack of recognition.

Effects of GrievancesGrievances can have several effects which are essentially adverse and counterproductive to organizational purposes. The adverse effects include: a. Loss of interest in work and consequent lack of moral and commitment b. Poor quality of production c. Low productivity d. Increase in wastage and costs e. Increase in employee turnover f. Increase in the incidence of accidents g. Indiscipline h. Unrest, etc. 5. Do’s and Don’ts in Grievance Handling – Check ListsAll the points are not applicable to every case, but if the supervisor is familiar with all of them and observe them in his handling of grievances, he will be prepared for almost any kind of case that may arise. 1. Investigate and handle each and every case, though it may eventually result in an arbitration hearing. 2. Talk with the employee about his grievance, give him a good and full hearing 3. Enforce the contractual time limit 4. Comply with contractual time limits on the company for handling the grievance

5. Don’t argue the merits of the grievance first if the grievance is untimely 6. Don’t make agreements with individuals that are inconsistent with the labour agreement 7. Don’t hold back the remedy if the company is wrong 8. Visit the work area of the aggrieved part 9. Determine if there were any witnesses 10. Examine the relevant contract provisions 11. Determine if the company has been consistent 12. Examine the total agreement and make interpretations based on the whole 13. Don’t admit to the binding effect of a past practice 14. Examine prior grievance records 15. Produce all available evidence 16. Permit a full hearing of the issues 17. Treat the union representative as your equal 18. Don’t relinquish your authority to the union 19. Admit your errors and take corrective action 20. Don’t settle grievances on the basis of what is fair 21. Bear burden of proof in discipline and discharge case 22. Treat union representatives and employees as people 23. Don’t argue grievance issues off work premises 24. Don’t give away your copy of the written grievance 25. Don’t discuss grievances of striking employees during an illegal work stoppage 26. Satisfy the union’s right to relevant information 27. Don’t file management grievances 28. Don’t overlook the precedent value of prior grievance settlement 29. Don’t give long-written answers 30. Don’t trade a grievance settlement for a grievance withdrawal 31. Handy cases involving discipline or discharge of union representatives with extra caution and consideration 32. Don’t deny grievances on the premise that your hands have been tied by management 33. Control your emotions, your remarks and your behaviours 34. Don’t withhold grievance information 35. Maintain records of matters relevant to your labour relations situation 36. Fully inform your own supervisor of grievance matter 37. Remember the union is the moving party 38. Determine if there has been equal treatment of employees 39. Command respect from employees and union representatives 40. Hold your grievance discussions privately 41. Don’t make mutual-consent agreements regarding future management action 42. Use the grievance meeting as another avenue of communication 43. Know your employees as individuals6. Stage – I of Grievance Redressal

If an employee has a grievance, he meets his shift incharge or his equivalent and talks it over with him. If required he obtains from him a copy of the grievance form 1(Annexure I). This should be done within one week of the date on which the facts, on the basis of which the complaint has arisen became known to him, except that in the case of promotion, a time limit of six weeks of the date of the promotion in question, would be allowed. The employee fills up the particulars regarding name, ticket number, designation, section, department etc. in the boxed space provided at the top of the form, and under the heading “Grievance” writes down his grievance in brief, puts his signature on the statement and hands it over to the shift incharge or his equivalent and obtains his acknowledgement receipt. In cases of appeal against punishments excluding suspension, discharge or dismissal, the form should be handed over to the Incharge or Shift incharge or his equivalent. The Incharge or Shift incharge or his equivalent as the case may be will make the necessary enquiries and return the form to the employee with the remarks in the space provided for the purpose, within two working days from the date of receipt of this form. In cases requiring reference to higher authorities or to another department this time will be relaxed7. Stage – II of Grievance Redressal If the employee is not satisfied with the reply at stage I from the (Incharge or Shift Incharge or his equivalent), as the case may be, a copy of the grievance form II (Annexure II) can be obtained from the (Incharge or shift Incharge or his equivalent). In this form the employee can state the reasons therein for the reconsideration of his case and submit this form to his departmental head (who is bound to reply within a period of three working days of his receipt of the reply at stage I) and obtain an acknowledgement receipt. Appeals against suspension should be addressed8. Stage – III of Grievance RedressalIf the employee is still not satisfied with the reply of the departmental head, he may appeal to the Chairman of his Unit Grievance Redressal Committee on grievance form no. III (Annexure III) within 7 working days of the receipt of reply at Stage III (copies of grievance form III can be obtained from the Incharge or Shift Incharge or his equivalent). There are seven functional Unit Grievance Redressal Committees and one non-factory employees works committee who deals with the redressal of grievances in stage III. Only the Unit Grievance Redressal Committee, under which the concerned department falls, will deal with that particular grievance. (Annexure – 3) Management’s decision reached after the consideration of the recommendation of the Unit Grievance Redressal Committee is committee is communicated to the concerned employee on the grievance form, through the proper channel. The works committee’s unanimous recommendations to which no objections are raised by management or union within ten days of the receipt of such

recommendations, will be final. Where such recommendations are not unanimous or has not been accepted by Management or union, the Unit Grievance Redressal Committee refers the case to the Central Grievance Redressal Committee for consideration with all the relevant papers and the concerned grievances form.

The Recommendations of the Central Grievances Redressal Committee unanimous and binding on the employee, if no objections are raised by either the management or the union. If objections are raised, the matter is sent for further consideration to the resident director who discusses it over with the President or the Deputy President before he arrives at a definite conclusion9. The Unit Grievance Redressal Committee The Unit Grievance Redressal Committee comes into picture in stage III of the grievance redressal procedure. Matters to be dealt with by the committee include the following: • Settlement of grievances relating to or arising out of the terms and conditions of employment of employees in the day today working • Questions as to whether or not the Company’s rules have been followed in any particular case, e.g. breach of acting rules • Matters relating to discipline and conduct as between the management and the employees • Matters relating to propriety or otherwise and severity of punishment given as a disciplinary measure. • Complaints regarding withholding of increments. • Questions relating to the abuse of privileges of provision of amenities Limitations of functionsi) The committee is not concerned with the problems of planning and development in their wide sense. The committee also does not discuss matters which are trade questions such as wages, allowance, hours of work, leave, olg age benefits and the like, which are covered by agreement with the trade unions or by reports of Conciliation boards or awards of Industrial tribunal.

ii) Any decision of the committee must be superseded by an agreement between the management and the union. Members of the Committeei) The committee consists of ten members of whom five represent the management and five represent the employees ii) Management Representatives : The representatives of the Management on the committee are nominated by the management iii) Employees Representatives : The representatives of employees on the committee are nominated by the union, which is registered under the Trade Consultant Study on Reforms and Restructuring Final Report of Meghalaya State Power Sector Power Finance Corporation - 14 -

Union Act, is representative of the employees and is recognized by the management for this purpose. Officers of the CommitteeThe Committee has a Chairman, a Vice-Chairman and a member Secretary i) The Chairman is nominated by the management from amongst its representatives on the committees ii) The Vice-Chairman is nominated by the union from amongst it’s employees’ representatives on the committee. iii) The Secretary is nominated by the management from amongst its representatives on the committee Term, of Office

i) Term of office of the employee’s representative on the committee other than members nominated to fill casual vacancies, is 36 months from the date of formation of the Committee. ii) A member nominated to fill a casual vacancy holds office for the unexpired term of his predecessorVacanciesIn the event of a representative of the Management or the employees ceasing to be employed in the establishment or in the event of his resigning membership from the Committee, or absenting from attending three consecutive meetings of the committee without sufficient cause, the successor of such representative is nominated by the management or the union as the case may be. Power to co-opt The Committee has the right to co-opt in consultative capacity persons employed in the establishment having the particular or special knowledge of a matter under discussion. Such co-opted members are not entitled to vote and are to be present at meetings only for the period during which the particular question is before the committee. Consultant Study on Reforms and Restructuring Final Report of Meghalaya State Power Sector Power Finance Corporation - 15 - Quorum for the Meetings At least one-third of the number of members from each side can form the quorum for a meeting of the committee. No quorum is necessary for an adjourned meeting. Meetings

The committee can meet as often as necessary but not less than once a month. Payment to employee’s representatives The employee’s representatives, if they attend meetings while on duty, are paid by the Corporation their full wages of the time they spend in the committees as if they are on their usual duty. Decisions of the committee The unanimous decisions of the committee are binding on the management, the

employees and the union. Where the recommendations of the Unit Grievance Redressal Committee are not unanimous, the Chairman puts up the case to the Central Grievance Redressal Committee for consideration. Date and time of meeting: Date and time of the meeting is fixed by the Chairman. Notice of meeting The notice of meeting with it’s agenda is ordinarily sent by the secretary to each member of the committee three days before the date of the meeting. 10. The Central Grievance Redressal Committee The scope of the committee extends to matters, mentioned below in relation to the non-supervisory employees under the administrative control of the General Manager.

In addition to the matters that can be dealt with by the Unit Grievance RedressalCommittees and the non-factory employees works committee, if the question involved is one of principle, or if it affects a large number of employees, the Central Grievance Redressal Committee has the power to deal with :- a) Cases which have been referred by the Unit Grievance Redressal Committees and the non-factory employees works committee. b) Cases in which the unanimous decisions of any of the Unit Grievance Redressal Committees and the non-factory employee’s works committee have been objected to by management or union. c) Individual grievances or complaints of employees, which the union wishes to discuss d) Issues of policy and their interpretation in regard to labour matters which the union wishes to discuss. Limitations of functionsa) The committee is not concerned with the problems of planning, works development and management of the plant in the wider sense. b) Any decision of the committee can be superseded by an agreement between the management and the union Membership The Committee consists of eight members of whom four represent the management and four represent the employees.

Term of Office Term of office of the members on the committee, other than those nominated to

fill casual vacancies, is 36 months. Vacancies In the event of a representative of the management or the employees ceasing to be employed in the establishment or in the event of his resigning membership from the committee, or absenting from attending three consecutive meetings of such representative is nominated by the management or the union as the case may be. Power to co-opt The committee has the right to co-opt in consultative capacity persons employed in the establishment having the particular or special knowledge of a matter under discussion. Such co-opted members are not entitled to vote and are to be present at meetings only for the period during which the particular question is before the committee. Officers of the Committeea) The committee has a Chairman who is nominated by management from amongst its representatives on the committee. b) The Vice Chairman is nominated by the union from amongst the employee’s representatives on the committee c) And the Secretary, works committee is the Secretary of the Committee. Quorum for the Meetings Atleast half of the number of members representing management and the employees constitute the quorum for a meeting of the committee. No quorum is necessary for an adjourned meeting. Meetings The Committee can meet as often as necessary but, not less than once a month, at the date and time decided by the Chairman. Notice of meeting The notice of the meeting, together with the agenda, is ordinarily sent one day before the date of the meeting. Acting on Committee’s decision Ordinarily, the unanimous decision of the committee is binding on the Management, the employees, and the union where the decision relates to a matter of policy or general principle, the approval or order of the managing agents is necessary. In all such cases, decision of the committee is forwarded by the Chairman to the appropriate authority for necessary action. 11. The Informal Grievance Redressal Procedure Apart from the formal system of grievance redressal, there can be a informal method of resolving grievances working simultaneously. Infact more than half of the employees interviewed said that the informal method of resolving grievances by way of oral consultants with their superiors is a much better and less complicated method to undertake. Most of them felt that the formal system was too tedious and time consuming. In the informal method, the aggrieved employee can directly approach his shift incharge or the section head (in case of a major grievance) engage into a direct consultation and have his grievance resolved amicably in stage I itself. Therefore, he not only saves himself from a lot of time but also mental tension and pressure, which

many employees claim to have acquired during the course of a formal grievance redressal procedure. Nonetheless, the formal procedure of handling grievances exists and has been successful in resolving extremely major grievances which the informal system cannot claim to have done. The time factor involved with the formal process makes the informal method more successful and preferable, but it definitely does not deteriorate the effectiveness or importance of the formal system

CHAPTER II

ABOUT THE UNIT

MILK FOOD LIMITED 

Company Profile

Business Type Exporter , Manufacturer

Export Percentage 20%

Primary Competitive Advantages

Uncompromising Quality Advanced Technology & Vast Workforcee Certified By Recognized Bodies Large Clientele Vast Range Of Milk Products Large Infrastructure.

Sales Volume $ 80 million

No of Staff 550

Year of Establishment 1974

Export Markets North America - USA Europe - France, Germany, Poland, Azerbaijan, Georgia Middle East - UAE, Saudi Arabia Africa - Egypt Asia - Thailand, Sri Lanka, Pakistan, Afganistan, Myanmar,

Bangladesh, Philippines, Japan

OEM Service Provided No

Monthly Production 2000 MT Milk Powder & 1500 MT Ghee

Capacity

Memberships Kosher Certification Approval from Export Inspection Agency Registration with FDA, USA.

Product Range Ghee Milk Powders Skimmed Milk Powder Full Cream Milk Powder Dairy Whitener Demineralised Whey Powder (40-90%) Edible Grade Acid Casein, etc.

Standard Certification ISO 9001:2000 HACCP WARRANTY (Food Safety System

ABOUT MILKFOOD

Milkfood Limited was set up in the year 1973 with the first Plant at Bahadurgarh , on the

Rajpura Patiala Road in the State of Punjab . The company manufactures Pure Ghee, Skimmed

Milk Powder , Whole Milk Powder, and Dairy Whitener . From the intial installed capacity of 80

MT of milk processing per day at Patiala during 1974 the Company at has enhanced the

processing capacity from time to time and the present milk processing capacity of all Plants is

1500 MT per day.

In the year 1987 the Company commissioned its Second Plant at Gurgoan in the State of

Haryana for the manufacture of Cultured Desserts like Long Life Yoghurts, UHT Milk , Juices

etc. and Frozen Desserts Yoghurts like Ice Creams. The Ice Cream brand "Milkfood 100% Ice

cream" still conjurs up memories even years after it's sale to Hindustan Lever.

The company has taken on lease a Dairy Plant in 2003 at Hamira, Distt. Kapurthala, in the State

of Punjab to supplement the production capacities by 200 MT of milk processing per day. The

capacity has since been enhanced to 500 MT of Milk Processing per day.

In 2005, the company has taken expansion plans further to the State of Uttar Pradesh where a

fully modernised facility has been set up at Village Agwanpur, Tehsil Moradabad to add capacity

of 500 MT of milk processing per day. The plant has commenced production in November 2005.

Further Expansion plans for manufacture of Export Oriented and Value added products like

Casein , Demineralised Whey Powder , Whey Protien Concentrates has been initiated at the

Bahadurgarh facility , which is likely to be commissioned by end of 2006. Capacity expansion

will enable the Bahadurgarh plant to process 700 MT of milk per day.

PROMOTERS

The company is promoted by Mr. Karamjit Jaiswal, Executive Chairman .The Jaiswal family are

also promoters of Jagatjit Industries Limited, which has interests in Alcoholic Beverages (AC

Black, Aristocrat Premium, ACP , Bonnie Scot) , Malted Foods, Plastic and Glass Bottling and

Real Estate. The Group has a Gross Turnover in excess of INR 5500 Million. The companies

Milkfood Limited and Jagatjit Industries Limited are public limited companies and the Shares

are traded on the Stock Exchanges at Mumbai, Delhi and Ludhiana.

MANAGEMENT

Board of DirectorsMr. K.S.Jaiswal Executive ChairmanMr. Umesh Saxena Managing DirectorMs. Roshni Jaiswal Director (Projects)Mr. Deepankar Barat DirectorMr. Suresh Alipura DirectorMr. Amarjit Kapoor DirectorMs. Asha Gadi Director

Senior ManagementMr. Sudhir Avasthi Finance DirectorMr. Narender Sapra Joint PresidentMr. H. M. Sood Senior Vice PresidentMr. R. C. Mahajan Senior Vice PresidentMs. Kamlesh Gupta Company Secretary

FUTURE

At the International Dairy Federation (IDF) seminar on "Utilization of Dairy Ingredients in

Foods" held at Luxemburg in 1981, Dr. Ernest Mann, Consultant, IDF, stated that milk has four

faces. First two faces are represented by liquid milk on one hand and traditional dairy products

viz. Milk Powder, Cheese and other traditional cottage dairy products on the other hand. The

third phase of milk is represented by new dairy products tailored to suit the changing social and

dietary habits of the people who have encouraged the dairy industries of many countries to take a

re-look at the new range of products manufactured and aided by the new technological processes

such as fat fractionate, protein fractionation, electro dialysis, membrane separation etc. This has

helped to further the concept of milk as an industrial liquid whose ingredients could be extracted

and recombined in different ways to form new processed food products.

The present expansion by Dairies shall cover the third face of milk viz. fractionation and

extraction of milk ingredient leading to manufacture of various value added products which is a

new and just introduced milk phase in India and has a long way to go in the time to came i.e.

extraction of its ingredients viz. Casein, Whey proteins, Lactose, Minerals and Dimineralised

Whey powder.

The fourth face of milk is a generator of thousands of ingredients with specified nutritional and

functional property for different branches of food industry which is revealing milk to be a

treasure chest of more than 2000 ingredients. This phase of milk is yet to be come up.

India continues to be the largest milk producer of the world, with competitive advantage of low

cost milk production. With the reduction of Farm subsidies worldwide and advent of world class

technologies in India the country is poised to become the largest exporter of Milk products in the

years to come

VISION & MISSION OF MILKFOOD LTD

Working from the world's largest producer of milk, India, for more than four decade we have

achieved tremendous growth in capacities, quality, technology and goodwill. We, at Milkfood

Limited, solemnly affirm our commitment to uncompromising quality of our products, which

will subsequently facilitate us to widen our customer base and enhance the level of customer

satisfaction, which is our opinion is the most legitimate purpose of any business. We work round

the clock to unlock the potential of nature to improve the quality of life and to make the food we

all enjoy more available and affordable, thus enhancing the quality of life.

PHILOSOPHY

Premium Quality and Good Taste ' are the driving factors for the company's products for three

decades. Continuous modernisation have enabled enhancement of product quality over the year.

QUALITY OF PRODUCTS

Raw milk must be tested for everything from fat and protein content to contamination of

antibiotics. Trucks and tankers must be emptied and cleaned, volume must be measured exactly

for accounting purposes and production planning. During milk processing, raw milk must be

converted to standardized milk with a set fat content. The process requires cleaning, separating

into low fat milk and cream, adjusting the fat content, pasteurizing, chilling and storage.

Butter production needs a lot of care to be put into the treating, heating, degasifying, cooling and

ripening of the cream. This cream is then churned in huge churners that are fully automated. The

goal is to get just the right butter with rich aroma and granular texture that are the recognizable

characteristics of our pure ghee.

Our acid casein production: acid whey is produced as a valuable fractionation product that is

pasteurized, membrane-processed to reduce mineral load, passed through ion exchange columns,

to further demineralise the product, evaporated and spray dried and marketed to the food,

beverage and pharmaceutical industries. Our process control systems ensure that everything must

be coordinated and uniform.

Certification & Approvals

ISO 9001:2000

HACCP WARRANTY (Food Safety System)

ISO 14001 (Environmental Management System)

Kosher Certification

Approval from Export Inspection Agency

Registration with FDA, USA

Numerous mandatory Regulatory Bodies' Consent.

Clientage

Some of our esteemed clients from all across the world are mentioned below:

North America - USA

Europe - France, Germany, Poland, Azerbaijan, Georgia

Middle East - UAE, Saudi Arabia

Africa - Egypt

Asia - Thailand, Sri Lanka, Pakistan, Afghanistan, Myanmar, Bangladesh, Philippines,

Japan.

In India

Glaxo Smithkline Consumer Healthcare

Nestle India

Mother Diary

Cadbury's

Metro Dairy.

MILKFOOD

PLANTS IN INDIA

LOCATIONS OF MILKFOOD LTD.

PATIALA PLANT

Technical details of the plant:

The plant is located 250 Kms north of New Delhi at Bahadurgarh on National Highway, between

Rajpura and Patiala. The Plant is set up in an area of 12 Acres and is capable of handling 500

MT of Milk per day.

The plant has facilities to manufacture Anhydrous Milk Fat (Ghee) , Milk powders (Skimmed

Milk Powder, Whole Milk Powder). The plant is being upgraded to manufacture value added

products like Casein, Demineralised Whey powder, Lactose and Whey Protein Concentrate

powders of different percentages.

Milk Processing &

Pasteurization 

The main process equipment comprises of Auto

Desludge Cream separators from Westfalia, Germany

with capacity of 20 K L per hour with matching Heat

Exchangers for Pasteurization. The storage capacity of

Raw Milk and Pasteurized Milk are 130 MT and 210

MT respectively.

Anhydrous FAT  

The equipment is Cream Separators and Pasteurizer

from Alfa Laval Batch Type Butter Churn from Larsen

& Toubro with capacity of 46 MT per day.

The facility has a Mather and Platt tin can packaging line with an Auto filling system ranging

from ½ Ltr to 5 Ltrs. The facility also has 2 Lined Carton Auto filling and sealing machine from

Rollatainers for packing of ½ Ltr and 1 Ltr with capacity of 360 packs per hour. The bulk pack-

filling machine for 15 Kgs Tin with capacity of 200 Tins per hour is from Philips.

Powder Manufacturing    

Four Effect Evaporators of Weigand Design with capacity of 325 MT of Milk and Sapporally

with capacity of 344 MT. Two stage Spray Dryers with Vibro Fluidization of Niro design from

Larsen & Toubro and Single stage Dryer of Anhydro Design from Alfa Laval / Tetra Pack with

capacity of 53 MT per day. Powder Packaging in 1 Kg pouches with capacity of 30 MT per day

from Hassia, Germany and also in 25 Kgs Bulk is packing.

UTILITIES   

The service equipments comprise of Boilers with capacity of 18 MT of Steam per hour at a

pressure of 24 Kgcm2 using alternate source of energy as fuel like rice husk with fluidized bed

for maximum combustion. 0.20 MW/Hour is produced using a Back Pressure Turbine.Exhaust

steam is used in Milk Processing. The Refrigeration system is an Ammonia and Lithium

Bromide Absorption System from Thermax with capacity of 300 TR using water as refrigerant

and exhaust steam from power producing turbine as a heating medium.

The plant is fully equipped to handle treatment of total generated effluent with an ETP from

Triveni Engineering of capacity 50 cubic meter / per hour. Power Load sanctioned is 3.8 MW

with necessary total power back up of 1800 KVA Gensets. Water requirements are met from

deep bore Tubewell with capacity of 90 cubic meters per hour.

For quality assurance, the company has well established laboratories with qualified staff who

monitor Raw milk quality,Packaging material and online processing to testing of finished

products.

A 100 % Export Oriented Unit to manufacture Casein and Demineralised Whey Powder is being

set up at Patiala with Capacity to manufacture 6000 MT of Casein per Annum. The machinery is

largely to be from Alfa Laval. A High capacity Boiler and 1 MW Turbine is being installed to

meet the Power requirements The plant at Patiala after upgradation (October 2006) would have

processing capacity of 7 million litres of milk per day

HAMIRA PLANT

Technical details of the plant:

The plant is located approximately 30 Kms north of Jullundur on G.T. Road, between Jullundur

and Amritsar . The Plant is on lease from Jagatjit Industries Ltd and has a capacity to process

500 MT of Milk per day.

The plant has facilities to manufacture Anhydrous Milk Fat (Pure Ghee) , Milk Powders

(Skimmed Milk Powder , Whole Milk Powder, Dairy Whitener & Infant Foods). The plant has

facility to produce powder with disc and nozzle atomization resulting into powders of low or

high density. A Three stage spray drying system with facility of Lecithination helps in

production of instant powders. A separate facility for production of malted food is available.

The main process equipment like Cream Separators

& Heat Exchangers are from Alfa Laval,

Continuous Butter Churn from HMT and

Evaporators and Spray Dryers from Alfa Laval.

The service equipments like boilers use alternate

source of energy as fuel like rice husk. 50% of

power is generated through steam turbines and

exhaust steam is used in milk processing

 

MORADABAD PLANT

Technical details of the Plant   :

The plant is located approximately 200 Kms from New Delhi at Mugalpur urf Agwanpur

Mustakam on the Moradabad – Kanth Road. The Plant is set up in an area of 17 Acres and is

capable of handling 500 Metric Tonnes of Milk per day. The plant commenced production In

November 2005.

The plant has facilities to manufacture Anhydrous Milk Fat (Pure Ghee) , Milk Powders

(Skimmed Milk powder, Whole Milk Powder).

Milk Processing & Pasteurization

The main process equipment comprises of Auto

Sludge Cream separators and Heat Exchangers from

Alfa Laval with capacity of 30 KL per hour. The

storage capacity of Pasteurized/Processed Milk is

200 MT.

Anhydrous FAT

The equipment includes Continuos Butter Churn from HMT with capacity of 36 MT per day.

The facility has a tin can packaging line with an Auto filling system ranging from ½ Ltr to 5

Ltrs. The facility also has 2 Lined Carton Auto filling and sealing machine from Rollatainers for

packing of ½ Ltr and 1 Ltr Lined Carton with capacity of 720 packs per hour. The bulk pack

filling machine for 15 Kgs Tin with capacity of 360 Tins per hour from Avery India Ltd.

Powder Manufacturing

Five Effect Evaporators with capacity of 25000 LPH of Milk. Spray Dryers with capacity of 40

MT per day. Packaging in 1 Kg pouches with capacity of 30 MT per day from Hassia and also in

25 Kgs packaging. The plant can produce powders with disc & nozzle atomization and is

equipped with fludized bed system to make instant powders. The evaporator and dryer are

designed to use low pressure steam.

UTILITIES

The service equipments comprising of Boiler at high pressure with superheat with capacity of 12

MT of Steam per hour at a pressure of 32 Kgcm2 which use alternate source of energy as fuel

like rice husk with fluidised bed for maximum combustion. The steam generated is passed

through Back pressure turbine resulting into power generation meeting approx. 50% of total

power required .Exhaust Steam from Turbine is used in Milk Processing , Evaporator , Spray

Dryer and Refrigeration.

The Refrigeration system is an Ammonia and Lithium Bromide Absorbrion System from

Thermax with capacity of 300 TR using water as refrigerant .Exhaust steam from power

producing turbine is used as a heating medium.

For effluent treatment a modern treatment plant using both aerobic and An-aerobic system to

give desired results. For quality assurance well established Laboratory with qualified staff who

monitor all Raw Material and Packaging Material intake along with controlling the online

process and finished products quality.

PRODUCTS OF MILKFOOD LTD

PRODUCTS OF MILKFOOD LTD

PURE GHEE

COMPOSITION

ANHYDROUS MILK FAT

PRODUCT PACKING

LINED CARTON (RT) 1/2 LTR

LINED CARTON (RT) 1 LTR.TIN 1/2 LTR.TIN 1 LTR.TIN 2 LTR.TIN 5 LTR.TIN 15 KGS.

 

QUALITY TESTSAGMARK SPECIAL GRADECOLOUR,TASTE,TEXTURERM VALUEBOUDOLINFREE FATTY ACIDSB.R READING

MOISTURE %

SKIMMED MILK POWDER

 

COMPOSITION

MILK PROTIEN: MINIMUM 34%

CARBOHYDRATES: 54%MOISTURE: 3 - 3.5%MILK FAT: 1%

PRODUCT PACKING25 KGS.FOOD GRADE KRAFT PAPER BAG1KG x 25 POLY POUCHES IN 25 KGS FOOD GRADE KRAFT PAPER BAG

QUALITY TESTISI SPECIAL GRADEPROTIENASHACIDITYMOISTURE %SODIUM & POTTASIUMINSOLUBILITY INDEXFAT %

 

MARKETING OF MILKFOOD LTD

MARKETING

Milk Powder

Skimmed Milk Powder and Whole Milk Powder are of institutional Grade supplied either to

companies where it is used as a raw material for their end products (Malted Food , Food

Supplements, Chocolates, Ice Creams, Biscuits , Sweets etc.) or it is used in the milk dry areas of

the country to be reconstituted as liquid milk . The Powder is packed in Food Grade Polyliners

and 25 Kg. Kraft Paper Bags packs and also 1 Kg. Polypacks. The product is ISI Graded for

Export.

Among the private sector corporations in India the company is one of the largest supplier for

Milk Powders to the institutions i.e Glaxo Smithkline , Cadburys, Nestle , Mother Dairy , Metro

Dairy , Lotus Chocolate.

The company also exports Skimmed Milk Powder and Whole Milk Powder to the South Asian

countries of Pakistan, Bangladesh , Nepal, Sri Lanka , Afghanistan and Myanamar.

GHEE

The Anhydrous Milk Fat (Ghee) is marketed as 'MILKFOOD' brand is graded as AGMARK

Special Grade and is the leading private sector ghee brand in the country and commands one of

the largest shares of the North Indian Market. The company is also approved with the Canteen

Stores Department for supply of Consumer Pack Ghee. Ghee is packed in seven pack sizes from

½ Ltr. Packs to 15 Kg Tins.

For distribution of Products Redistribution depots at Gurgoan, Delhi, Kolkata, Chandigarh and

Mumbai apart from Agents spread over almost all states.

CASEIN

A 100% Export Oriented Unit is being set up at the existing facilities at Bahadurgarh, Patiala to

manufacture Casein which commands a premium price in Export markets of USA, Europe and

Japan. India being the largest and cheapest producer of Milk holds comparative price advantage

in the product which has varied applications from Food Products, Pharma to Technology

products. Demineralised Whey Powder is a by product which has both a Domestic and Export

market.

Uses of Casein :

Casein / Caseinates Food grades : ingredient in noodles, chocolate, sweets, mayonnaise, ice

cream, cheese manufacture, binding ingredient, emulsifier and milk substitute in processed

foods.

Industrial grades : Plastic (buttons, knitting needles), manufacture of synthetic fibres, chemical

industry (paints, glues, glazed paper, putty and cosmetics), reinforcing agent and stabilizer for

rubber in automobile tyres, nutritional supplement and binder in calf milk replacers. Other

technical applications include detergents, hairseting products and cosmetics, lightweight

concrete, wallboards, photo etching, computer circuits, electronics ignition components, water

purification, insecticide sprays and fertilizer.

WHEY POWDER: Food grade : Ice cream, bakery products (cakes, biscuits), chocolate

flavouring, infant formula, yogurt, beverages, processed meat etc. Industrial grade : animal feed

(pigs, horses, poultry), calf milk replacer, carrier for herbicides etc.. 

FINANCIAL POSITION OF MILKFOOD LTD

CHAPTER III

Grievance redressal procedure:

In view of C.B. memoria , “A grievance procedure is essential because if brings uniformity in the handing of grievances”. Which grievance are settled generally to the satisfaction of the trade union (or) employees and the management.

Stages in grievance handling system scheme of grievance redressal for staff and officers in saffron micro system:Type of grievances: grievances arising out of acrs, promotions, issues concerning more than one employee, grievance arising out of discharge or dismissal of an employee or grievance arising out of disciplinary action.

STAGE1:=> Should be communicated to immediate supervisor orally who in turn should reply within one week => The grievance should be sent through personnel executive to department head; PE should record his comments and sent it to the department head within three days.

STAGE2:

The departmental head has to decide the issue within seven working days or refer the grievance to the unit grievance redressal committee.

STAGE3:The grievance redresaal committee constituted by unit management should be processed within one month and the recommendations sent to the head of the division/unit for a decision.

STAGE4:The head of the division/unit well be conveyed within 10 days and well be final.

STAGE5:=> In exceptional cases with the concurrence of the grievances redressal committee/head of division/unit the aggrieved employee who is not satisfied with the decision of the head of the unit well have the option to appeal to the director.

=> Appeals thus received well be processed by the corporate grievance committee who in turn well submit its recommendations to the director (personnal) within a period of one month. The decision of the DP well be conveyed in 15 days, which will be final and binding.

Milkfood ltd. has formulated a Grievance Redressal Mechanism for its employees, advising the officers from time to time to put in their best efforts, to examine the grievances submitted by the workmen in a better manner at different stages and redress the grievances expeditiously. The genuine grievances of the workmen are attended to by the managerial personnel in a well established manner and this procedure i.e. Grievance Redresseal Procedure is followed at 3 levels for prompt action. 

OBJECTIVES OF THE STUDY :

=> To know whether the employees are satisfied through the grievance redressal procedure => Problem faced by the employee.=> To study on effectiveness of grievance handling system => To analyse the impact of decision taken by the management. = >To study the effectiveness of Grievance Handling Procedure

• To identify whether the employees are aware of the grievance handling mechanism.• To know the level of satisfaction towards the grievance handling procedure of the organization.

scope

• The study throws light on need for Grievance handling procedure and this study facilitates the management for further improvement on the same.

CHAPTER IV

RESEARCH METHODOLOGY

INTRODUCTION

According to Prof. Phillip Kotler,”Marketing research is the systematic,

design, collection, analysis and reporting of the data and finding relevant to

specific marketing situation facing the company”. Marketing is restless, changing dynamic field.

Since 1920 many important and dramatic changes have taken place in marketing, thousands of

new products including those of entries of new industries such as automobiles, electronics and

computer, textile, walk product etc. have appeared in the market. The market orientations have

changed from production to market.

RESEARCH APPROACH

Survey Method :- Survey are best suited for descriptive research companies

which undertake surveys to learn about peoples’ knowledge, beliefs, preferences, satisfaction etc.

to measure these magnitude in the general population. While observation and tours are best

suited for exploratory research which is not the case of our study.

RESEARCH INSTRUMENT

Questionnaire - questionnaire is prepared and used to collect the information. The majority of

questions are close ended. Questionnaire is distributed to people to know about their preferences,

tastes, demands etc. This is one of the easiest methods of collecting information.

QUESTIONARE

1. Name:

2. Age: (a) below 25 yrs (b) 26-30 yrs (c) 31-35 yrs (d) above 36 yrs

3. Experience (in years)(a) below 5 yrs (b) 6-10 yrs (c) 11-15 yrs (d) above 15 yrs

4. Monthly income (in rupees)(a) below 10,000 (b) 11,000-15000 (c) 16,000-20000 (d) above 20000

5. whether employees are fully aware of the grievance system ? YES NO

6. Grievance arise based on

Strongly Agree

Agree Neutral Disagree Strongly disagree

Working conditionPsychological environmentPhysical environmentPromotional policiesWelfare measuresTransfer of employee

7Are you satisfied with the grievance handling system?

YES NO

8GRIEVANCE REDRESSAL PROCEDURE (A) Are you satisfied with the grievance redressal procedure?

YES NO

(B) if yes please give your ratings on the following ?Highly satisfied

Satisfied Neutral Dissatisfied Very highly satisfied

Supervisor levelDepartmental headRedressal committeeHead of unit level

9. Are grievance expressed on arising ?

Yes No

10. GRIEVANCE TOWARDS PSYCHOLOGICAL ENVIRONMENT(1) my relationship with the following

Excellent Good Average Fair PoorGroup membersDepartmental headsSub ordinates

11. Redressal grievances are communicated to the employee and acted upon by management

STRONGLY AGREEAGREENEUTRALDIS SATIFIEDHIGHLY DISSATISFIED

12 GRIEVANCES TOWARDS WELFARE MEASURES

(1) give your ratings on the followingHighly satisfied

Satisfied Neutral Dissatisfied Highly dissatisfied

Canteen facilityMedical facilitySafety facilityWelfare facility

13. Grievances are expressed through oral communication ? YES NO

14. Similar grievances are not arising again and again ? Yes No

15. In general grievances occur with me Individuals group of people others

If others specify _______________________________________

16. Do you want feel grievance handling procedure is transparent ? YES NO

17. GRIEVANCE TOWARD TRANSFERS

1. Whether have you applied for transfer ? YES NO

2. How often you are transfered ?VERY FREQUENTLY

FREQUENTLY

RARELY

VERY RARELY

NOT AT ALL

18.Grievance handling procedure is simple ?YES NO

19.Grievance redressal are post poned by the executives

STRONGLY AGREEAGREENEUTRALDISAGREESTRONGLY DISAGREE

CONTACT METHOD:-

In this decision is taken that how the object should be contacted i.e. whether

by mail questionnaire, telephone, interviews. In our research personal interview is the most

convenient and reliable method

COLLECTION OF THE INFORMATION :-

. The researchers personally go to EMPLOYEES OF MILKFOOD LTD. to collect the reliable

data. Here all knowledge of the researcher about that field comes to test the ingenuity of the

research.

CHAPTER V

ANALYSIS AND INTERPRETATION

1.NO OF EXPERIENCE INTREPRETATION FROM THE GIVEN SAMPLE.

Experience years No of employees Percentage

Below 5 years 35 35

6-10 years 20 20

11-15 years 17 17

16-20 years 15 15

21-25 years 10 10

Above 25 years 3 3

Total 100 100

INFERENCE : 35% of the employees are experienced in below 5 years.

20% of the employees are experienced in 6-10 years.

17% of the employees are experienced in 11-15 years.

15% of the employees are experienced in 16-20 years.

10% of the employees are experienced in 21-25 years.

3% of the employees are experienced in above 25 years.

CHART 4.1 1.NO OF EXPERIENCE INTREPRETATION FROM THE GIVEN

SAMPLE

below 5 yrs

6-10 yrs

11-15 yrs

16-20 yrs

21-25 yrs

above 25 yrs

2. EDUCATIONAL QUALIFICATION

Qualification No of employees Percentage

ITI 12 12

DIPLOMO 10 10

DEGREE 30 30

PG 40 40

OTHER 8 8

Total 100 100

INFERENCE:

12% of the employees are ITI graduates.

10% of the employees are DIPLOMO.

30% of the employees are DEGREE graduates.

40% of the employees are PG graduates.

8% of the employees are OTHER graduates.

CHART 4.22. EDUCATIONAL QUALIFICATION

ITI

DIPLAMO

DIGREE

PG

OTHER

3. INTREPRETATION OF MONTHLY INCOME

Salary No of employees Percentage

Below 10000 8 8

11000-15000 40 40

16000-20000 30 30

21000-25000 12 12

Above 25000 10 10

Total 100 100

INFERENCE:

8% of the employees are earning below 10000. 40% of the employees are earning 11000-15000. 30% of the employees are earning 16000-20000. 12% of the employees are earning 21000-25000.

10% of the employees are earning above 25000.

CHART 4.44. INTREPRETATION OF MONTHLY INCOME

BELOW 10000

11000-15000

16000-20000

21000-25000

ABOVE 25000

5. AWARNESS OF GRIEVANCE

INFERENCE: 75% of the employees are aware of grievance handling system.

Attributes No of employees Percentage

Yes 75 75

No 25 25

Total 100 100

25% of the employees are not aware of grievance handling system.

5. AWARNESS OF GRIEVANCE

0

10

20

30

40

50

60

70

80

YES NO

10. EMPLOYEES VIEW TOWARDS GRIEVANCE REDRESSAL PROCEDURE.

General grievances No of employees Percentage

Individuals 40 40

Group of peoples 60 60

Others 0 0

Total 100 100

INFERENCE : 40% of the employees of the general grievances are accuring in

individuals.

60% of the employees of general grievances are accuring in group of people.

0% of the employees are negatively respondents by the general grievances.

TABLE -4.9.1

9. GRIEVANCE TOWARDS PSYCHOLOGICAL ENVIRONMENT

Group members No of employees PercentageExcellent 25 25Good 40 40Average 20 20Fair 10 10Poor 5 5Total 100 100

INFERENCE: 25% of the employees are excellent of grievance towards psychological

environment.

40% of the employees are good of grievance towards psychological environment.

20% of the employees are average of grievance towards psychological environment.

10% of the employees are fair of grievance towards psychological environment.

5% of the employees are poor of grievance towards psychological environment.

. GRIEVANCE TOWARDS PSYCHOLOGICAL ENVIRONMENT

0 5 10 15 20 25 30 35 40 45

excellent

good

average

fair

poor

TABLE 4.9.2

Departmental heads No of employees PercentageExcellent 30 30Good 25 25Average 25 25Fair 15 15Poor 5 5Total 100 100

INFERENCE: 30% of the employees are excellent of grievance towards psychological

environment.

25% of the employees are good of grievance towards psychological environment.

25% of the employees are average of grievance towards psychological environment.

15% of the employees are fair of grievance towards psychological environment.

5% of the employees are poor of grievance towards psychological environment.

excellent

good

average

fair

poor

TABLE -4.9.3

Sub ordinates No of employees PercentageExcellent 30 30Good 20 20Average 25 25Fair 10 10Poor 15 15

Total 100 100

INFERENCE: 30% of the employees are excellent of grievance towards psychological

environment.

20% of the employees are good of grievance towards psychological environment.

25% of the employees are average of grievance towards psychological environment.

10% of the employees are fair of grievance towards psychological environment.

15% of the employees are poor of grievance towards psychological environment.

CHART 4.9.3

0

5

10

15

20

25

30

35

excellent good average fair poor

11.RELATION BETWEEN THE COLIGES RATING.

Supervisor level No of employees PercentageHighly satisfied 20 20Satisfied 35 35Neutral 25 25Dissatisfied 15 15Very highly dissatisfied 5 5Total 100 100

INFERENCE : 20% of the employees are highly satisfied on between the grievance

relation.

35% of the employees are satisfied on between the grievance relation.

25% of the employees are neutral on between the grievance relation.

15% of the employees are dissatisfied on between the grievance relation.

5% of the employees are very highly dissatisfied on between the grievance relation.

8.RELATION BETWEEN THE COLIGES RATING

0

5

10

15

20

25

30

35

40

highly satisfied satisfied neutral dissatisfied very highlydissatisfied

TABLE -4.8.2

Department level No of employees PercentageHighly satisfied 30 30Satisfied 25 25Neutral 25 25Dissatisfied 15 15Very highly dissatisfied 5 5Total 100 100

INFERENCE : 30% of the employees are highly satisfied on between the grievance

relation in department level.

25% of the employees are satisfied on between the grievance relation in department level .

25% of the employees are neutral on between the grievance relation in department level.

15% of the employees are dissatisfied on between the grievance relation in department level.

5% of the employees are very highly dissatisfied on between the grievance relation in department level.

30

25

20

15

10

0 5 10 15 20 25 30 35

highly satisfied

satisfied

neutral

dissatisfied

very highlydissatisfied

TABLE-4.8.3Redressal committee No of employees PercentageHighly satisfied 25 25Satisfied 30 30Neutral 30 30Dissatisfied 10 10Very highly dissatisfied 5 5Total 100 100

INFERENCE : 25% of the employees are highly satisfied on between the grievance

relation in redressal committee.

30% of the employees are satisfied on between the grievance relation in redressal committee .

30% of the employees are neutral on between the grievance relation in redressal committee.

10% of the employees are dissatisfied on between the grievance relation in redressal committee.

5% of the employees are very highly dissatisfied on between the grievance relation in redressal committee.

0

5

10

15

20

25

30

35

highly satisfied satisfied neutral dissatisfied very highlydissatisfied

TABLE.4.8.4

Head of unit level No of employees PercentageHighly satisfied 35 35Satisfied 25 25Neutral 25 25Dissatisfied 10 10Very highly dissatisfied 5 5Total 100 100

INFERENCE :

35% of the employees are highly satisfied on between the grievance relation in head of unit level.

25% of the employees are satisfied on between the grievance relation in head of unit level .

25% of the employees are neutral on between the grievance relation in head of unit level.

10% of the employees are dissatisfied on between the grievance relation in head of unit level.

5% of the employees are very highly dissatisfied on between the grievance relation in head of unit level.

0

5

10

15

20

25

30

35

40

highly satisfied satisfied neutral dissatisfied very highlydissatisfied

TABLE-4.10

13.EMPLOYEE COMMUNCATION TOWARDS MANAGEMENT

Attributes No of employees PercentageStrongly agree 40 40Agree 30 30

Neutral 20 20Dissatisfied 7 7Highly dissatisfied 3 3Total 100 100

INFERENCE : 40% of the employees are strongly agree on communication towards

management.

30% of the employees are agree on communication towards management .

20% of the employees are neutral on communication towards management.

7% of the employees are dissatisfied on communication towards management.

3% of the employees are very highly dissatisfied on communication towards management.

EMPLOYEE COMMUNCATION TOWARDS MANAGEMENT

40

30

20

7

3

STRONGLYAGREE

AGREE

NEUTRAL

DISAGREE

STRONGLYDISAGREE

TABLE-4.11

14.GRIEVANCES TOWARDS WELFARE MEASURES.

Canteen facility No of employees PercentageHighly satisfied 35 35Satisfied 25 25Neutral 30 30Dissatisfied 7 7Highly dissatisfied 3 3Total 100 100

INFERENCE : 35% of the employees are highly satisfied on canteen facility.

25% of the employees are satisfied on canteen facility.

30% of the employees are neutral on canteen facility.

35% of the employees are satisfied on canteen facility.

35% of the employees are highly dissatisfied on canteen facility.

.GRIEVANCES TOWARDS WELFARE MEASURES.

35

25

30

7

3

0 5 10 15 20 25 30 35 40

STRONGLYAGREE

AGREE

NEUTRAL

DISAGREE

STRONGLYDISAGREE

TABLE-4.11.2

Medical facility No of employees PercentageHighly satisfied 40 40Satisfied 25 25Neutral 30 30Dissatisfied 2 2Highly dissatisfied 3 3Total 100 100

INFERENCE : 40% of the employees are highly satisfied on medical facility.

25% of the employees are satisfied on medical facility.

30% of the employees are neutral on medical facility.

2% of the employees are satisfied on medical facility.

3% of the employees are highly dissatisfied on medical facility.

CHART 4.11.2

0

5

10

15

20

25

30

35

STRONGLYAGREE

AGREE NEUTRAL DISAGREE STRONGLYDISAGREE

TABLE-4.11.3Safety Facility No of employees PercentageHighly satisfied 25 25Satisfied 35 35Neutral 35 35Dissatisfied 3 3Highly dissatisfied 2 2Total 100 100

INFERENCE : 25% of the employees are highly satisfied on safety facility.

35% of the employees are satisfied on safety facility.

35% of the employees are neutral on safety facility.

3% of the employees are satisfied on safety facility.

2% of the employees are highly dissatisfied on safety facility.

CHART 4.11.3

STRONGLY AGREE

AGREE

NEUTRAL

DISAGREE

STRONGLY DISAGREE

TABLE-4.11.4

Welfare facility No of employees PercentageHighly satisfied 40 40Satisfied 25 25Neutral 30 30Dissatisfied 8 8Highly dissatisfied 2 2Total 100 100

INFERENCE : 40% of the employees are highly satisfied on welfare facility.

25% of the employees are satisfied on welfare facility.

30% of the employees are neutral on welfare facility.

8% of the employees are satisfied on welfare facility.

2% of the employees are highly dissatisfied on welfare facility.

CHART 4.11.4

40

25

30

64

0 5 10 15 20 25 30 35 40 45

STRONGLYAGREE

AGREE

NEUTRAL

DISAGREE

STRONGLYDISAGREE

TABLE-4.12

12. CALCULATION OF ORAL COMMUNICATION GRIEVANCES

Oral communication No of employees PercentageYes 70 70No 30 30

Total 100 100

INFERENCE: 70% of the employees are expressed through oral communication grievance.

30% of the employees are non expressed through oral communication grievance.

CALCULATION OF ORAL COMMUNICATION GRIEVANCES

0

10

20

30

40

50

60

70

yes no

TABLE-4.13.

13 . THE GENERAL GRIEVANCE OCCUR

Attributes No of employees PercentageIndividuals 30 30Group of people 45 45

Others 25 25Total 100 100

INFERENCE : 30% of the employees are individuals occur with general grievance.

450% of the employees are group of people occur with general grievance.

25% of the employees are others occur with general grievance.

THE GENERAL GRIEVANCE OCCUR

0 10 20 30 40 50

individuals

group of people

others

TABLE-4.14

17. GRIEVANCE HANDLING PROCEDURE TRANSPARENTAttributes No of employees PercentageYes 45 45No 65 65Total 100 100

INFERENCE: 45% of the employees are feeling that grievance handling procedure is

transparent.

65% of the employees are feeling that grievance handling procedure is not transparent.

GRIEVANCE HANDLING PROCEDURE TRANSPARENT

0

10

20

30

40

50

60

70

yes no

TABLE-4.1515. GRIEVANCE TOWARDS TRANSFERS

Attributes No of employees PercentageVery frequently 3 3Frequently 7 7Rarely 15 15Very rarely 30 30Not at all 45 45Total 100 100

INFERENCE : 3% of the employees are has been transfer very frequently.

7% of the employees are has been transfer frequently.

15% of the employees are has been transfer rarely.

30% of the employees are has been transfer very rarely.

45% of the employees are has been transfer not at all.

GRIEVANCE TOWARDS TRANSFERS

0

5

10

15

20

25

30

35

40

45

50

very frequently frequently rarely very rarely not at all

TABLE-4.16

16. GRIEVANCE HANDLING PROCEDURE IS SIMPLE

Attributes No of employees PercentageYes 80 80No 20 20Total 100 100

INFERENCE :

80% of the employees are feelings on grievance handling procedure is simple.

20% of the employees are feelings on grievance handling procedure is not simple.

GRIEVANCE HANDLING PROCEDURE IS SIMPLE

0 20 40 60 80

yes

no

TABLE 4.17

17. GRIEVANCE REDRESSAL ARE POST PONED

Attributes No of employees PercentageStrongly agree 35 35Agree 30 30Neutral 10 10Disagree 5 5Strongly disagree 20 20Total 100 100

INFERENCE :

35% of the employees are strongly agree grievance redressal are post poned.

30% of the employees are agree grievance redressal are postponed.

10% of the employees are neutral grievance redressal are postponed.

35% of the employees are disagree grievance redressal are postponed.

35% of the employees are strongly disagree grievance redressal are post poned.

GRIEVANCE REDRESSAL ARE POST PONED

35

30

10

5

20

STRONGLYAGREE

AGREE

NEUTRAL

DISAGREE

STRONGLYDISAGREE

18. SATISFIED OF THE GRIEVANCE HANDLING SYSTEM

Attributes No of employees PercentageYes 80 80No 20 20Total 100 100

INFERENCE :

80% of the employees are satisfied on grievance handling system.

20% of the employees are dissatisfied on grievance handling system

GRIEVANCE REDRESSAL ARE POST PONED

35

30

10

5

20

STRONGLYAGREE

AGREE

NEUTRAL

DISAGREE

STRONGLYDISAGREE

LIMITATIONS

LIMITATIONS OF STUDY ARE:

1. Few employees were reluctant to give their personal details.

2. Many of the employees didn’t responded to the questionnaire.

3. Questionnaire allows little flexibility to the respondent with respect to response format.

FINDINGS AND CONCLUSION

The project customer satisfaction with special reference to MILKFOOD LTD. In Patiala has

been undertaken during the training period gave an opportunity to study the system in detail and

have an insight into the organization marketing. The organization has a very well thought out

organizational structure, streamlined procedure and well motivated workforce.

as we know that MILKFOOD is the biggest organization and market leader in dairy products. It has maximum market share in pure ghee. With the help of research company can find out its

week points in dairy product in increase its market share through rectify mistakes.

Grievance redressal procedure is transparent and also simple. Majority of the

employees are aware of the grievance and its redressal procedure and are satisfied

by it,

Grievance is common to all, we find some of employees have grievance.

Grievance free persons can be more effective.

BIBLIOGRAPHY:-

www.milkfoodltd.com

www.goliath.ecnext.com

www.kmggroup.com/Milk%20Food/index.htm

http://www.indiainfoline.com/Markets/Company/Fundamentals/Quarterly-Results/

Milkfood-Ltd/507621

www.samplequestionnaire.com

ANNEXURE

QUESTIONARE

2. Name:

3. Age: (a) below 25 yrs (b) 26-30 yrs (c) 31-35 yrs (d) above 36 yrs

3. Experience (in years)(a) below 5 yrs (b) 6-10 yrs (c) 11-15 yrs (d) above 15 yrs

4. Monthly income (in rupees)(a) below 10,000 (b) 11,000-15000 (c) 16,000-20000 (d) above 20000

5. whether employees are fully aware of the grievance system ? YES NO

6. Grievance arise based on

Strongly Agree

Agree Neutral Disagree Strongly disagree

Working conditionPsychological environmentPhysical environmentPromotional policiesWelfare measuresTransfer of employee

7Are you satisfied with the grievance handling system?

YES NO

8GRIEVANCE REDRESSAL PROCEDURE (A) Are you satisfied with the grievance redressal procedure?

YES NO

(B) if yes please give your ratings on the following ?

Highly satisfied

Satisfied Neutral Dissatisfied Very highly satisfied

Supervisor levelDepartmental headRedressal committeeHead of unit level

9.Are grievance expressed on arising ?

Yes No

10. GRIEVANCE TOWARDS PSYCHOLOGICAL ENVIRONMENT(1) my relationship with the following

Excellent Good Average Fair PoorGroup membersDepartmental headsSub ordinates

11. Redressal grievances are communicated to the employee and acted upon by management

STRONGLY AGREEAGREENEUTRALDIS SATIFIEDHIGHLY DISSATISFIED

12 GRIEVANCES TOWARDS WELFARE MEASURES

(2) give your ratings on the followingHighly satisfied

Satisfied Neutral Dissatisfied Highly dissatisfied

Canteen facilityMedical facilitySafety facilityWelfare facility

13. Grievances are expressed through oral communication ? YES NO

14. Similar grievances are not arising again and again ? Yes No

15. In general grievances occur with me Individuals group of people others

If others specify _______________________________________

16. Do you want feel grievance handling procedure is transparent ? YES NO

17. GRIEVANCE TOWARD TRANSFERS3. Whether have you applied for transfer ? YES NO

4. How often you are transfered ?VERY FREQUENTLY

FREQUENTLY

RARELY

VERY RARELY

NOT AT ALL

18.Grievance handling procedure is simple ?YES NO

19.Grievance redressal are post poned by the executives

STRONGLY AGREEAGREENEUTRALDISAGREESTRONGLY DISAGREE

Thank you for your co-operation