INTRODUCTION 1
INTRODUCTION
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1. INTRODUCTION
A grievance is a wrong or hardship suffered, which is the grounds of a complaint.
Grievance-handling is a very important and sensitive area of the work profile. It is, none-
the-less, an area that is, at best, taken for granted and, at worst, grossly neglected by the
service providers as it does not fall into the category of "urgent matters". Its importance is
very often not appreciated by those who ought to recognise the value of grievances in
order to develop a diagnosis of what ails a Department or agency. There is, perhaps, a
reasonable justification for this perception of the grievance-handling mechanism among
the citizens at large. Every grievance points to a missed pulse beat somewhere in the
organisation, and when grievance-prone areas are identified and analysed, it can
frequently prevent "cardiac arrest" or avoid a "moment of truth" for the organisation. One
does not have to await public interest litigations and contempt proceedings in a court of
law before addressing grievances and grievance-prone areas. There are specific factors
that make for a sound complaints-handling system. It should ideally be accessible,
simple, quick and fair. It should also respect confidentiality, be responsive, effective and
accountable. It should provide feedback to management for systemic reform.
Accessibility
Grievance-handling is decentralized and grievances are settled independently by each
Department or agency. There is a provision for accessibility of publicly notified
Grievance Officers to meet the aggrieved persons at specified times and on specified days
of the week. Telephone numbers and contact addresses of the Grievance Officers are
widely publicized. Complaint boxes are placed at or near the reception desks. Information
and Facilitation Counters (IFCs) have been set up by the organizations with a large public
interface.
Simplicity
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The streamlining of complaints-handling is essential and, though an outline of the
Company’s requirements to assess a grievance is publicised, no strict proforma for
application is laid down.
Speed
Time limits have to be fixed and notified for grievance-handling and final disposal by
each organisation.
Fairness
It is not as easy as it sounds, as it requires balancing fairness towards the complainant
with fairness towards the organisation and the individual complained against. Perception
of fairness can vary sometimes even in the face of true impartiality. Transparency on the
part of the decision-making and implementing authority goes a long way towards
ensuring fairness.
Confidentiality
It needs to be maintained in all cases, particularly in matters such as dispute settlement
in land-revenue or police cases. With the increasing use of information technology,
provisions for maintaining confidentiality are being built into grievance software too.
A reply to any grievance must cover all points raised and not address the grievance
partially. Moreover, if an application is rejected, the reasons for such rejection must be
made explicit. If there is any follow-up action, it must be pursued. This is not to say that
such consideration is to be given to frivolous or fictitious complaints or to those which
are persistently repeated, despite a well argued final reply having been sent.
In order to be effective, the grievance redress mechanism should provide specific
remedies. Remedies vary from compensations and refunds to repairs and replacements,
from giving requisite information to tendering an apology. The concept of providing
remedies requires a paradigm shift from an inherently defensive stance to one which is
based on reaching out with goodwill to the aggrieved person. It also requires a degree of
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sensitive handling and can differ from case to case. Remedies also work towards ensuring
both organisational and individual accountability.
An accountable grievance-handling system is open to scrutiny by clients, government
and agency staff. Agencies can make their grievance redress mechanism more
accountable by publishing information on the system and service delivery standards, and
reporting on the outcomes of complaints and citizen satisfaction levels in annual reports
and other public documents.
1.1 UNION LABOR
In a labor union, a grievance is the subject of a complaint filed by an employee to be
resolved by procedures provided in the union contract. Such a grievance may arise from
an alleged violation of the collective bargaining agreement, or violations of law, such as
workplace safety regulations...
Ordinarily, unionized workers must ask their operations managers for time during work
hours to meet with a shop steward in order to discuss the problem, which may or may not
result in a grievance. If the grievance cannot be resolved through negotiation between
labor and management, mediation, arbitration or legal remedies may be employed.
Typically, everyone involved with a grievance has strict time lines which must be met in
the processing of this formal complaint, until it is resolved. Employers cannot legally
treat an employee any differently whether he or she has filed a grievance or not. The
difference between a grievance and a complaint, in the unionized workplace, is whether
the subject matter relates to the collective bargaining agreement.
1.2 HISTORY AND POLITICS
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
Petition the king, for grievances, was affirmed in the Bill of Rights 1689.
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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.
A grievance is a sign of an employee’s discontentment with his job or his
relationship with his colleagues. Grievances generally arise out of the day-to-day working
relations in an organization. An employee or a trade union protests against an act or
policy of the management that they consider as violating employee’s rights.
One of the effective ways of minimizing and eliminating the source of an
employee’s grievance is by having an ‘open door policy’. An ‘open door policy’
facilitates upward communication in the organization where employees can walk into a
superiors’ cabin at any time and express their grievances. The National Commission on
Labor suggested a Model Grievance Procedure, which lays down the sequence of steps to
be taken whenever a grievance is expressed.
Conflict occurs when two or more people or parties perceive an incompatibility
in their goals or expectations. There are seven methods for achieving reconciliation of
conflict. These methods are win-lose, withdrawal and retreat from argument, smoothing
and playing down the difference, arbitration, mediation, compromise and problem
solving. Of all these methods ‘problem-solving’ method is most likely to bring about a
win-win situation.
Maintaining quality of work life for its employees is an important concern for the
any organisation. The grievance handling procedure of the organisation can affect the
harmonious environment of the organisation. The grievances of the employees are
related to the contract, work rule or regulation, policy or procedure, health and safety
regulation, past practice, changing the cultural norms unilaterally, individual
victimization, wage, bonus, etc. Here, the attitude on the part of management in their
effort to understand the problems of employees and resolve the issues amicably have
better probability to maintain a culture of high performance. Managers must be educated
about the importance of the grievance process and their role in maintaining favorable
relations with the union. Effective grievance handling is an essential part of cultivating
good employee relations and running a fair, successful, and productive workplace.
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Positive labor relations are two-way street both sides must give a little and try to work
together. Relationship building is key to successful labor relations.
1.3 CAUSES OF GRIEVANCES
Causes of Grievances Among Workers:-
i. Concerning wages
Demand for individual adjustment; the worker feels that he is underpaid.
Complaints above incentives; pieces rates are too low or too complicated.
Mistakes in calculating the wages of a worker.
ii. Concerning Supervision
Complaints against discipline
Objection to having a particular foreman; the foreman ignores the complaints.
Objection to the manner in which the general methods of the supervision are used;
rules and regulations are not clearly posted
iii. Concerning Individual Advancement
Complaint that the employees record of continuous service has been unfairly
broken.
Complaints that the claims of senior persons have bee ignored; that younger
workers have been promoted ahead of older and more experienced employee.
Charges are made that disciplinary discharge or lay-off has been unfair.
iv. General working conditions
Complaints about toilet facilities being inadequate; about dirty lunch rooms.
Complaints about working conditions; dampness, noise, fumes and another
unpleasant and unsafe condition, which can be easily corrected; overtime is
unnecessary.
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v. Collective Bargaining
The company is attempting to undermine the trade union and the workers who
belong to that union; the contract with labour has been violated.
The company does not .allow the supervisors to deal with, and settle, the
grievances of the employees
The company disregards precedents and agreements already arrived at with the
workers and or their trade unions.
Employee Grievances may be due to:
Demands for individual wage adjustments
Complaints-about the incentive system
Complaints about the job classification
Complaints against a particular foreman
Complaints concerning disciplinary measures and procedures
Objections to the general methods of supervision
Loose calculation and interpretations of seniority rules and unsatisfactory
interpretation of agreements
Promotions
Disciplinary discharge or lay-off
Transfers for another department or another shift
Inadequacy of safety and health services/devices
Non-availability if material in time
Improper job assignment
Undesirable or unsatisfactory working conditions
Causes of Grievances in the Management:-
Indiscipline
Go slow tactics
Non-fulfillment of the terms of the contracts signed between the management and
the workers of their trade union
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Failure of the trade union to live up to its promises to the management
Questionable methods adopted by trade union to enlist members
Trade union rules which conflict with the terms of contract arrived at between the
trade, union and the management
1.4 PRECAUTIONS AND PRESCRIPTIONS
The management should take care of following aspects to develop a culture of trust and
confidence upon the employees.
1. Always ensure that the managers involved in the grievance handling procedures have a
quiet place to meet with the complainant.
2. Always ensure that managers have adequate time to be devoted to the complainant.
3. Explain manager's role, the policy and the procedures clearly in the grievance handling
procedure.
4. Fully explaining the situation to the employee to eliminate any misunderstanding and
promote better acceptance of the situation complained of.
5. Try to let employee present their issues without prejudging or commenting
6. Do use a positive, friendly ways to resolve the crisis than punitive steps, which disturb
the system.
7. Do remain calm, cool, collected during the course of the meeting.
8. Always focus on the subject of the grievance than allied issues.
9. Don't make threats manage the grievances.
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10. Never make use of allegations against personalities.
11. Be aware of the staff member's potential concerns to the possible repercussions of
raising a grievance.
12. Don't become angry, belligerent, or hostile during grievance handling procedure.
13. Do listen for the main point of arguments and any possible avenue to resolve the
grievance.
14. Listen and respond sensitively to any distress exhibited by the employees.
15. Eliminating the source of the irritation or discomfort being complained of.
16. Reassure them that the managers will be acting impartially and that your hope is to
resolve the matter if possible.
17. Don't "horse trade" or swap one grievance for another (where the union wins one,
management wins one). Each case should be decided on its merits.
18. Avoid usage of verbosisms like "it will be taken care of."
19. Ensure effective, sensitive and confidential communication between all involved.
20. Take all possible steps to ensure that no victimization occurs as a result of the
grievance being raised.
21. The investigator or decision maker acts impartially, which means they must exclude
themselves if there is any bias or conflict of interest.
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22. All parties are heard and those who have had complaints made against others are
given an opportunity to respond.
23. Try to look upon the problem on different angles for appropriate understanding.
24. Ensuring that there is proper investigation of the facts and figures related the problem
under concern.
25. Consider all relevant information in the investigation process.
26. Ask the staff member their preferred resolution option, although it is important to
make it clear that this may not be a possible outcome.
27. Be aware of the limits of authority of the person who involved in the grievance
handling procedures.
28. If the manager feels that he/she is not the appropriate person (senior manager) to deal
with the issue refer the complainant to the appropriate person as soon as possible.
29. Try to get a better idea of whether the alleged discrimination or harassment happened
or didn't happen.
30. Tell them exactly what they are supposed to have done, to whom and explain, why
this may be seen as discrimination/harassment or as inappropriate.
31. Grievances are preferably to be settled informally at the level of the employee's
immediate supervisor.
32. Try the level best to involve team members to resolve the crisis at unit level itself.
33. Avoid as far as possible the union involvement in conflict resolution situation
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process.
34. Follow documentation the procedures, of all necessary steps taken to resolve the
problem/complaint.
To a great extend the aggravation of industrial problems depends on manager's
approaches and attitude in effective handling of employees grievances. Care should be
taken in the way managers approaches the problem and perceiving the pros and cons of
the situation. The conflict management approaches include the win-win strategy that help
in the healthy organisational practices and which reflects the strong organisational
culture. The cooperation from both parties is the pre-requisite to handle the problem and
effective settlement of the grievances. Conscious use of professional self can help
managers in the conflict handling situations grievance redressal process.
1.5 GRIEVANCE PROCEDURE
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.
1. Open door policy
2. Step-ladder policy
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 door policy is suitable for executives; operational employees may feel
shy to go to top management.
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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. These steps are:
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
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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.
STEP 4: If the grievance still remains unsettled, the case may be referred to voluntary
arbitration.
1.6 UNDERSTANDING GRIEVANCE PROCEDURE IN HUMAN
RESOURCE MANAGEMENT
If an organization has to move towards excellence, maintenance of harmonious and
cordial relationship is a vital condition. Similar to organization’ expectations from the
employees. The employees do have more expectation in terms what they have
contributed to each other. Failure to meet with each others expectation or the deviations
from what has already been accepted may lead to indiscipline, grievance and stress are of
continuing in nature and often judicial- legal process may not be of much help in
resolving them.
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Managing Discipline:
In the modern management process, discipline should be viewed as a behavioral
modification process. Although there may be many norms fixed for desirable behavior
wherever there are deviations. Appropriate corrective measures should also be taken for
overall effectiveness, of an organization. Promotion, maintenance and strengthening of
discipline will be a continuing affair, only if some of the following conditions are
fulfilled. They are normally
- A shared culture
- Inculcation of positive attitudes
- Scope for problem solving and
- A feeling of satisfaction
(1)Approaches to Deal with Indiscipline:
This approach tends to emphasize the coercive and punitive methods that fall with in the
legal-constitutional framework. It may not always be realistic.
[
(2) Judicial Approach:
This is only an after effect approach. It follows the law of natural justice and provides the
offender all possible opportunity to bring out his side of the case. This is a time
consuming process and conducive climates are not often restored.
(3) Humanistic Approach:
It lays emphasis on a healthy inter personal relationship between the employer and
employee. Corrective steps are taken in helping the employees to get over their
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difficulties and to the extent possible, punitive actions are avoided inspite of some
perceived inconsistency that may exist among other workmen.
(4) Human Resources Development (HRP) Approach:
Keeping in mind the Theory Y and its implications, organizational goals have to be
enhanced through adequate training, motivational patterns and personnel policies. Groups
are used as influences and often made to act as catalysts to emulate norms of behavior.
Likewise, the effectiveness in maintaining discipline is also possible through the process
of leadership. A leader has to exhibit mutuality of interaction, persuation, highly
interpersonal in his relationships and get himself involved and should expect participation
from others to achieve the organizational goals and bear in mind not to indulge in
favoritism while taking appropriate actions.
To avoid displeasure among the employees while enforcing discipline, it would be a
desirable course of action if only one employees his diagnostic skills and intervention
skills. If a change is to be expected in an individuals behavior, some amount of influence
had to be exercised in order to create a congenial atmosphere.
Managing Grievance:
In a democratic set up any employee should be in a position to express his dissatisfaction,
whether it be a minor irritation, a serious problem, or a difference of opinion in the work
assignment or in the terms and conditions of employment. The feeling of discontent or
dissatisfaction becomes a complaint when (a) it has not assumed (b) the matter has been
presented in a highly informal way. A complaint turns into a grievance when (I) there is a
feeling of injustice (II) expressing the feeling formally, either verbally or in writing and
(III) it is related to policies, procedures and operations of the organization. The National
Commission on labour (1969) for example defines grievance in the following way:
“Complaints affecting one or more individual workers in respect of their wage payments,
overtime, leave, transfer, promotion, seniority, work assignment and discharge would
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constitude grievance. Where the points at dispute are general applicability or of
considerable magnitude they will fall outside the scope of this procedure”.
Nature and Causes of Grievance:
In an organization a grievance may be presented by an employee or group employees,
with respect to any measure or a situation that directly affects the individual or is likely to
affect, the conditions of employment of many workers. If such a grievance is transformed
into a general claim, either by the union, or by a group of employees, then the claim falls
outside the scope of grievance procedure as it is a collective grievance and therefore it
falls under collective bargaining.
In ‘Grievance Procedure, A survey of practices in industries in India’, it’s classified in to
19 causes of employee grievances have been outlined. They are
1. Promotions 2.Amenities 3. Continuity of service 4. Compensation 5. Disciplinary
action 6. Fines 7. Increment 8. Leave 9. Medical Benefits 10. Nature of job 11. Payment
12. Acting promotion 13. Recovery of dues 14. Safety appliances 15. Superannuation 16.
Suppression 17. Transfer 18. Victimisation and 19. Condition of work. The international
labour Organization (ILO), clarifies a grievance as a compliant of one or more workers
with respect to wages and allowances, conditions of work and interpretation of service
stipulation, covering such areas as overtime,leave,transfer,promotions,seniority,job
assignment and termination of service.
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REVIEW OF
LITERATURE
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2. REVIEW OF LITERATURE
Several reviews of grievance procedure research were published in the mid to late
1980s (Gordon & Miller, 1984; Labig & Greer, 1988; and Lewin & Peterson, 1988).
This review article will focus on grievance research published over the decade.
First, the authors of the previous reviews noted the relative scarcity of grievance
procedure research. Given the importance of grievance procedures for facilitating justice
in the workplace, Gordon and Miller note that this neglect is "disturbing."
Second, the grievance research up to the mid-80s was criticized for being largely
descriptive and atheoretical. Most of the early studies on grievance procedures were case
studies of procedures in selected organizations, utilizing an historical and institutional
approach.
Behavioral research grounded in social science theories was lacking. Lewin and
Peterson (1988) noted a shift from the case study and single research site approach
toward quantitative studies and larger data bases.
Third, a related criticism is the lack of common foci. For example, studies of
grievance initiation may approach the decision to file a grievance as if it were entirely an
employee decision, or grievances may be viewed as organizational phenomena.
Several studies have proposed or utilized very general research frameworks or
systems models of the grievance process (e.g., Knight, 1985 and Lewin & Peterson,
1988), but these are very descriptive in nature and do not generate testable hypotheses.
As Heneman (1969) noted however, every system is embedded in a larger
system, and every system includes partial or sub-systems.
Only Lewin and Boroff (1994) explicitly control for grievable events in a study
of grievance initiation. In their analysis of individuals' probability of exercising voice and
exit behaviors, they censored their sample to include only those employees who indicated
that they perceived themselves to have experienced unfair treatment.
Other studies have attempted to control for grievable events indirectly. Bemmels,
Reshef and Stratton-Devine(1991) and Bemmels (1994a) included measures of
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supervisors' behaviors and the stewards' assessment of the supervisors' knowledge of the
collective agreement. The rationale for their inclusion is that the occurrence of grievable
events will be related to the behavior patterns of the supervisors and their knowledge of
the collective agreement. Allen and Keaveny (1985) also included respondents'
"attitudes toward their supervisors" and "feelings of pay inequity" which will likely
reflect the occurrence of grievable events.
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COMPANY
PROFILE
3. COMPANY PROFILE
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IOL Chemicals and Pharmaceuticals Limited (IOLCP) is a leading organic chemicals
manufacturer and supplier. We are Indian manufacturer of industrial chemicals & bulk
drugs for over two decades. By pursuing & implementing the highest standards of
excellence in our operations, we have nurtured our capabilities. By delivering consistent
results have earned the admiration of customers and stakeholders alike.
Innovative Strengths & Strong Growth have made us the market leaders.
We have built up our expertise responding to diverse customer requirements
Our products cater to the key industrial sectors of Textiles, Pharmaceutical &
Packaging
Efficient teamwork & strong associations have guided us to success.
Accolades for our environmental policies have come from the highest levels of
power.
Through an unwavering focus on Quality, Commitment & Delivery, we have charted
our way to success in our operations and have won the admiration of our customers. Our
success is built on the strong pillars of innovation, quality, & dedicated customer service.
By incorporating these & other business strengths, we have boosted our capabilities to
maintain the leading edge in the industry & earn the loyalty of our customers.
Vision
To be the most admired and valuable company in bulk chemicals, intermediate specialty
chemicals and APIs globally.
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Mission
To provide qualitative products in bulk chemicals, intermediate specialty chemicals and
APIs by constant innovation and breaking technological barriers with due regard to safety
and environment.
Core Values
To provide qualitative products in bulk chemicals, intermediate specialty chemicals and
APIs by constant innovation and breaking technological barriers with due regard to safety
and environment.
Quality Policy
We at IOL Chemicals and Pharmaceuticals Ltd., are committed to supply good quality
products, excelling laid down standards to delight our customers by continually
upgrading our skill, technology, processes and complying to Good Manufacturing
Practices and Quality Management Systems.
Varinder GuptaChairman & Managing DirectorRev. No. 01Eff. Dt. 13.03.2008
Market Leaders
Our market leadership in the organic chemical range & strong presence in the alcohol
based industry, has been a result of an unwavering focus on quality & innovation. By
adapting advanced technologies, refining processes & exploring wider applications, we
aim to secure our position in the present day as well as in future.
Strong Infrastructure
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By interacting with customers, we have been able to understand & respond to their
dynamic needs. These responsive abilities have come from a parallel growth in our
capabilities & capacities. Our expertise is the testimony to the long experience that we
have in the industry and the advanced technologies that we employ in our facilities.
Driving Growth
By maintaining a speedy and a flexible approach to production, packaging & delivery, we
have been able to provide a stable and reliable supply base for our customers. Our
products cater to high growth industrial sectors such as agriculture, textiles,
pharmaceuticals, packaging etc., which have been primary drivers of growth in the Indian
economy.
Success Orientation
Our team of able & goal-oriented institutional builders,
entrepreneurs, associates & skilled workers and technicians
have been the driving force behind our success. With our
management systems and tools, optimized for sustainability, we
create value for our clients and our partners in business. While
at the same time, our measures ensure that we fulfill the diverse needs of customers. We
view this in terms of long-term competitive advantage that we achieve by providing
superior products for wider applications from both economic and environmental
viewpoints.
Sustainable Development
Sustainable development is a guiding principle at IOL Chemicals and Pharmaceuticals
Limited . An unwavering focus on quality in the chemical industry leads to a parallel
understanding of environmental concerns and the need for a viable environmental policy.
MANAGEMENT TEAM
We have a committed management team that anchors the organization effectively to its
goal of providing high quality products and services. Equipped with technical expertise,
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excellent domain knowledge and extensive cross-functional experience, they nurture
interactive relationships with the clients. The entrepreneurial zeal and dedicated efforts of
our management team have always kept us ahead of our competitors.
LIST OF DIRECTORS
NAME OF DIRECTORS DESIGNATION
Sh Varinder Gupta Chairman & Managing Director
Sh R K Thukral Executive DirectorDr M A Zahir DirectorSh Chandra Mohan DirectorDr (Mrs) H K Bal DirectorMrs Dimple Gupta Director
Sh Kanwal Pandita Director
Mr Ravi Pratap Singh DirectorSh Yogesh Goel DirectorAWARDS & RECOGNITIONS
We willingly towards achieving excellence, creating new benchmarks in the industry.
Our dedicated efforts have made us a name to be reckoned with quality, business
integrity and complete customer satisfaction. Its not just a long list of clientele that stands
as a testimony of our capabilities, but we have been also honored with some of the most
prestigious awards. Some of the awards are as follows:
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NETWORK
IOLCP has through its quality-focus, dedication to technical
excellence & an unwavering commitment to its customers,
developed a wide network of satisfied clientèle'. Having
established a strong domestic presence, we now look to expand
our horizons and serve the international market with our high
quality products like bulk chemicals, organic chemicals. We regularly cater to clients in
various countries like Bangladesh, Thailand, UAE, Syria, Singapore, Hong Kong,
Pakistan, Egypt and many others.
IOLCP’s meticulous efforts, transparency, integrity and commitment to technical
excellence & best quality have contributed in creating a vast customer base. The
company has built a competitive advantage for itself by satisfying its customers all over
the world and this principle has been the cornerstone of its success.
IOLCP has attained a front line position in the domestic segment and is thus
contemplating to widen its horizon through global penetration. It has overseas customers
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from various countries like Bangladesh, Thailand, UAE, Syria, Singapore, Hong Kong,
Pakistan, Egypt and many others.
IOLCP is therefore moving ahead with its vision to develop global strategic alliances
with quality leaders and expand into new markets.
FUTURE PLANS
At IOLCP we view the changes needs as an inspiration to
improve our existing manufacturing operations. In this fast-
paced world, there is a definite need to expand operations &
capabilities to keep in touch with the dynamic requirements of
a widening base of customers. As an established company that
has consistently delivered results in the industry & market, we are committed to
enhancing the value we offer to our customers & stakeholders in terms of:
Growth
Net worth
Earnings per share
To maintain & sustain our growth, we have consistently adopted and implemented
initiatives to expand our operations and ensure fast-paced, sustainable growth.
Pharma Expansion
The production capacity of Ibuprofen, which has been the stronghold of our Pharma
operations. IOLCP recently boosted its Ibuprofen plant capacity to 3600 TPA from 1800
TPA and to further expand the capacity to 6000 TPA.
PPI's
The company has planned for installation of new manufacturing facilities of following
PPIs.
Rabeprazole
Lansoprazole
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Omeprazole
Pantoprazole
Esomeprazole
With annual installed capacity of 360 MT. The commercial production will start by the
end of 2008 to 2010.
The major uses of PPI's are:
Bind to proton pump and prevent it from producing acid in to the stomach.
Usage in treatment of variety of gastric ailments.
Rabiprazole is used to treat conditions where the stomach produces too much
acid, including ulcers, gastroesophageal reflux disease (GERD), and Zollinger-Ellison
syndrome.
Research & Development
We invest judiciously in our R&D activities with a futuristic approach to develop new
Molecules and APIs that will meet customer's demand. Existing process improvisation &
new process development is also a prime area of concern to meet future challenges.
INFRASTRUCTURE AND QUALITY
IOL Chemicals and Pharmaceuticals Limited is a major Indian
manufacturer of active pharmaceutical ingredient, organic
chemicals and intermediates. IOLCP is founded in 1986, has
grown from a single product company to a major global player
with a diversified multi product facility and quality
professionals. IOLCP’s success is based on its strengths in chemistry, excellent facilities
and absolutely dependable quality achieved with the help of highly qualified, competent
& committed men power. The company has built up long term relationships with its
business associates in India and world wide by supplying quality products on schedule
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and its commitment to ethical. The facility complies fully with cGMP standards.
The company has two units:-
API Unit : This Unit is manufacturing IBUPROFEN as per IP / BP / USP /
Ph.Eur. / JP / Micronised grade with installed Capacity of 10 MTPD
Chemical Unit : This unit is manufacturing organic chemicals (Glacial Acetic
Acid, Ethyl Acetate, Acetic Anhydride, Mono chloro acetic Acid, Acetyl Chloride, Iso
butyl Benzene).The unit is DCS (Distributed Control System) based control system. The
capacity of plant for Acetic Acid 240 MTPD, Ethyl Acetate is 120 MTPD; Acetic
Anhydride is 60 MTPD, Mono chloro acetic Acid 20 MTPD, Acetyl Chloride 16 MTPD,
Isobutyl benzene 30 MTPD.
To fulfill the requirement of steam/power in chemical division and API division, we have
a 4MW cogeneration power plant and 13 MW is under installation. The plant is used to
cater the steam and power requirement of the plant. The steam is produced at a pressure
of 64 kg/cm2. The steam is extracted at a pressure of 5.5 ata (24tph) and the rest is put to
condensing to meet the power requirement.
The company has dedicated facility for manufacturing Ibuprofen. The total area of the
premises is about 174015 Sq meter .Total Built up area is about 36757.78 sq meters.
Entrance of main building is surrounded by green lawns and other landscaping.
Final product manufacturing area is provided with Air handling system. AHU system is
installed with 0.3µ, 5.0µ & 10.0 µ in centrifuge, milling, blending, Micronizer & packing
area. This area has negative pressure in corridor and positive pressure in rooms. It is so
designed to comply cGMP as per ICH Q7, WHO, EudraLex and FDA 21 CFR
Guidelines.
Health, safety and environment responsibility is fundamental to IOLCP values. As to
make IOLCP a world class company and the leader in pharmaceuticals and organic
29
chemicals, our vision is to make measurable improvements in the health, safety and
environmental aspects of our products, services, and operations.
Approach
IOLCP’s meticulous efforts, transparency, integrity and
commitment to technical excellence & best quality have
contributed in creating a vast customer base. The company has
built a competitive advantage for itself by satisfying its
customers all over the world and this principle has been the
cornerstone of its success.
IOLCP has attained a front line position in the domestic segment and is thus
contemplating to widen its horizon through global penetration. It has overseas customers
from around 45 countries like Bangladesh, Thailand, UAE, Syria, Singapore, Hong
Kong, Pakistan, Egypt, Malaysia, Peru, Brazil, Philippines, Jordan and many
others.
IOLCP is therefore moving ahead with its vision to develop global strategic alliances
with quality leaders and expand into new markets.
IOLCP is in leading position in industrial chemicals / API Ibuprofen market; we are
committed to sustain our profitable growth pattern through a consistent focus on
innovation & excellence. We aim to expand our operations in the manufacturing arena as
well as innovative power generation initiatives that seek to free our operations from the
volatility of external power supplies. Our vast financial resources and innovative
practices have firmly put us on a growth trajectory that promises valuable & sustained
returns in the near and distant future. In the manufacturing arena as well as innovative
power generation initiatives that seek to free our operations from the volatility of external
power supplies. Our vast financial resources and innovative practices have firmly put us
on a growth trajectory that promises of being an investor friendly company. We believe
in complete transparency, full disclosure, good governance and corporate citizenship.
30
We are committed to the enhancement of our shareholder / stakeholder value, measured
in terms of:
Growth
Net worth
Earnings per share
Zero Tolerance Policy
IOLCP practices the concept of Zero tolerance policy which includes:
Zero Tolerance to Narcotics
Zero tolerance to narcotics refers to development of drug free
workplace. This is achieved through development of drug
testing program (anti drug testing for employees) and will
provide safety of our own employees.
Benefits of this program:
Lower job accidents
Lower worker compensation insurance premium
Lower absenteeism
Less inventory shrinkage/employee theft
Lower health benefit utilization
Zero Tolerance for Workplace Violence
A physical or verbal act towards another person, the result of which causes that person
reasonably fears for his/her safety or the safety of other is covered under workplace
violence.
The safety of employees, clients and visitors is an important concern to the organization.
Threats, threatening behavior, acts of violence against employees, clients, visitors while
on property, conducting business or receiving services won’t be tolerated.
31
Violation of this policy will lead to disciplinary action possible dismissal or criminal
prosecution.
Any person who engages in violent or threatening behavior or property who uses any
electronic means to make a threat against staff member, volunteer or consumer shall be
removed from premises as quick as safety permits and shall remain off premises until the
investigation is over.
Zero Tolerance to Product Quality by Design
Product is designed to meet client’s requirements
Process is designed to consistently meet critical quality attributes of the product.
Impact of starting materials and process parameters on product quality is
understood.
Critical sources of process variations are identified and controlled.
Process is continually monitored and updated to allow for consistent quality over
time.
SOCIAL COMMITMENTS
IOLCP’s commitment is to ensure a fair and equitable working environment and
transparent business practices. Social initiatives cover a number of activities. They
include initiatives in terms of employment and skills development; covering matters such
as job tenure, benefit systems, and worker protections; they also cover educational,
charitable, and artistic provision; they include the participation and representation of
employees in the governance of the enterprise. To name a few, we have Mediclaim and
Group Personal Accident policies and insurance schemes covering the employee and his
family, round the clock medical assistance, pension schemes like Superannuation Pension
scheme (SAS from LIC of India) and EPF, Financial securities such as EPF and Gratuity
and various Welfare initiatives.
Our motto “Stay Together Stay Focused” has bonded us like a one big family where we
share our joys and problems together.
32
ENVIRONMENT FRIENDLINESS
The protection of the environment is an integral part of
IOLCP's business operations and community activism. The
Company invests in the development of wastewater and
effluent treatment systems, expanding the use of replenishing
energy sources, limiting energy consumption and conserving
scare water resources. Ongoing management audits, environment-designated customer
surveys and systematic environmental audits are initiated and conducted by both
Company management and employees. IOLCP's goal is that all of its plants, offices and
facilities comply with environmental regulations and ordinances in the countries they
operate, and the Company initiated a plan to achieve full compliance with ISO 14001.
IOLCP strives that all Company sites will prepare an annual Environmental Work Plan
for long-term commitment and ongoing improvement, in accordance with the ISO 14001
Environment Management principles. These plans encompass environment audits; new
environment procedures & standards; environmental committees & forums; controlling
emissions; wastewater and solid waste; environmental risk management, training &
enforcement; and business licensing, permit renewal & reporting. In addition, IOLCP
conducts periodic monitoring of air emissions and wastewater discharge, with regular
reporting the appropriate authorities.
IOLCP has adapted "Go Green" principles, with special units for designing
environmentally-friendly production processes in place in the IBB and MCA Divisions,
as well as for new imminent construction projects. In the energy sphere, guidelines are in
place to use passive techniques for heating, cooling and air flow, improve air
conditioning and heating systems, and use natural light and insulation.
33
ENVIRONMENT POLICY
We, IOL Chemicals and Pharmaceuticals Ltd., are in the
business of manufacturing Industrial Chemicals and Active
Pharmaceutical Ingredients. In consequence to this, our
management is wholly committed for the protection and
preservation of the environment with in and outside our
premises through following ways:
Incorporate Environmental management in all our business processes and
practices.
Strive to minimize adverse environmental impact by controlling emission,
effluents and waste generation to prevent pollution.
Optimum utilization of resources through our practices - Recovery of solvents,
improvement in the yields, energy and water.
Continuously upgrade the operating standards and EMS and to comply with
applicable legalization and regulations.
Create awareness about the EMS.
Policy shall be reviewed periodically.
Varinder Gupta (Chairman & Managing Director)
Rev. No. 01
Eff. Dt. 13.03.2008
CHILD LABOUR POLICY
There are more children under the age of 14 in India than the
entire population of the United States. The great challenge of
India, as a developing country, is to provide nutrition,
education and health care to these children.
Children under 14 constitute around 3.6% of the total labour force in India. Of these
children, nine out of every ten work in their own rural family settings. Nearly 85% are
engaged in traditional agricultural activities. Less than 9% work in manufacturing,
services and repairs. Only about 0.8% works in factories.
34
While child labour is a complex problem that is rooted in poverty, there is unwavering
commitment by the Government and the people of India to combat it. Success can be
achieved only through social engineering on a major scale combined with national
economic growth. We, at IOLCP ensures that the no person under the age of 18
years is employed with us directly or under contracted manpower and strictly
comply with The Child Labour (Prohibition & Regulation) Act, 1986.
PRODUCT RANGEGLACIAL ACETIC ACID
Molecular Formula :CH3COOH
Molecular Wt. : 60.05
Significant Industrial Chemical & Chemical Reagent with
wide industrial uses.
Worldwide demand of acetic acid reaches 6.5 Million TPA.
Acetic Acid capacity is presently 75000 TPA in the current
financial year.
We are an established manufacturers and supplier of Glacial Acetic Acid and Acetic
Acid, also called ethanoic acid, which is an important organic compound well known for
lending the sour taste & pungent smell that characterizes vinegar. With a global demand
of over 6.5 Million Metric Tonnes, Acetic Acid is a widely used chemical reagent &
industrial chemical. Asian Paints, Pidilite, United Phosphorus Ltd. Chawla Packaging,
Convertor Adhesives, etc., are some of the predominant buyers.
Applications
Pharmaceuticals Eg. In the preparation of Sulphamethoxazole, Chloroquin,
35
Metronidazole etc.
Textiles In making Purified telepthalic acid (PTA)
Acidulant &
Preservative
Eg: Vinegar, Jams, Pickles, Ketchups etc.
Chemical Synthesis For eg. Monochloroacetic acid (MCA), Vinyl Acetate
Monomer (VAM)
Acetates Eg. Cellulose acetate, Ethyl Acetate, Zinc acetate, Amyl
acetate etc.
Pesticides Eg. Chlorpyriphos, Acephate
Diketene & its
derivatives
Eg. Monomethyl acetoacetamide, ethyl acetoacetamide, MAA
Tanning Laundry sour, printing calico & dyeing
Solvents For gums, resins & volatile oils
Specifications
Test Specification
Appearance: Clear Colorless Liquid
Specific Gravity: 1.047-1.055
Freezing Point ( ºC ): NLT 16.0 ºC
Formic Acid: NMT 0.35 %
Acetaldehyde: NMT 0.05 %
Purity: NLT 99.50 %
Storage Condition : Keep in Cool and Dry Place
Packaging Size:
Bulk in Tankers
35 Kg in Jerry Cans
ETHYL ACETATE
36
Molecular
Formula :
CH3COOC2H5
Molecular Wt. : 88.0
Major Industrial Solvent with applications in diverse
industries.
Ethyle Acetate capacity is presently 36000 TPA in the current
financial year.
We are leading manufacturers of ethyl acetate, ethyl ethanoate. Ethyl Acetate is a
fragrant, colourless liquid ester that is flammable and volatile. Produced from ethanol and
acetic acid, it is used in diverse industrial applications as a solvent.
Applications
Inks & Paints IndustryAs Lacquer sandling sealer, Glasswood lacquer, Lacquer
thinner, LP inks, quickset inks, heatset & coldset inks etc.
Packaging As a media Solvent
Adhesives For production of Glues, etc.
Pharmaceutical For mfg. Cotrimoxazole tabs, sulphamethoxazole etc.
Photographic Films &
Plates
For creating luster in photographic films to last long.
Specifications
Test Specification
Appearance: Clear Colorless Liquid
Specific Gravity: 0.891-0.899
Odour: No Residual Odour
Acidity as (Acetic Acid): NMT 0.01 % w/w
Moisture Content: NMT 0.1 % w/v
Distillation Range: 75.0 to 78.5 °C
37
I.B.P: NLT 75.0 °C
D.P: NMT78.5 °C
Purity ( GLC ): NLT 99.5 %
Storage Condition : Keep in Cool and Dry Place
Packaging Size:
Bulk in Tankers
185 Kg MS Drum (Export)
200 Kg HMHDPE Drums
ACETIC ANHYDRIDE
Molecular Formula :(CH3CO) 2O
Molecular Wt. : 102.0
Acetic Anhydride capacity is presently 18000 TPA in the
current financial year.
Acetic Anhydride, well known as ethanoic anhydride, is an acid anhydride. Widely used
in the pharmaceutical & Agrochemical industries.
Applications
Drugs &
Phramaceuticals
Eg. In the making of Paracetamol, Aspirin, Caffeine,
Theophylline, Ephedrine HCl
Agrochemicals Ibuprofen / Brufen
Perfume Industry eg. Acetanilide
Dyestuff &
Intermediarieseg Acetyl Chloride
Textiles eg Cellulose Acetate
Specifications
38
Chemical Formula: (CH3CO)2=O
Common Synonyms: Acetic Anhydride, Acetic Oxide, Ethanoic Anhydride
Physical Properties: Abbreviation: A/Anh
Appearance: Liquid
Molecular weight: 102
Typical Analysis: Color: Colorless
Specific Gravity: 1.08
Residual Substance
Odor:1.5 – 2.0
Distillation Range: 139 – 140 deg C
Initial Boiling Point: 139 deg C
Drying Point: 140 deg C
Purity: 99.2 %
Packaging: Hazard Class: 8
UN/No: 1715
Packaging group: II
Not regulated as a hazardous chemical
Applications: It is used in manufacture of Vinyl Acetate Monomer (VAM) in
the pharmaceutical industry. It is also used in the manufacture of
pigments, dyes, cellulose and pesticides etc.
Health And Safety
Information:
• Combustible, Poisonous and Corrosive
• Inhalation: Causes severe burns if swallowed or inhaled
• Eye Contact: Eye contact may cause serious irritation or severe
burns
39
• Personal Protection: safety goggles and proper ventilation
Storage Condition : Keep in Cool and Dry Place
Packaging Size : Bulk in Tankers
IBUPROFEN BP
Ibuprofen BP Ibuprofen IPIbuprofen
Ph.EurIbuprofen USP
Molecular Formula :C13H18O2
Molecular Wt. : 206.3
Non-Steroidal Anti-Inflammatory Drug with significant
medicinal application.
Ibuprofen capacity is presently 3600 TPA in the current
financial year.
Iburofen is a non-steroidal anti-inflammatory drug( NSAID ), used in the treatment of a
variety of ailments such as arthritis, dysmenorrhoea, and also as an analgesic, in the case
of an inflammatory component. Ibuprofen reduces hormones causing inflammation and
pain in the body.
Specifications
TEST UNIT SPECIFICATIONSTEST
METHOD
Description
White or almost white,
crystalline powder or
colourless crystals.
TM/IBU-
BP/001
Solubility Practically insoluble in TM/IBU-
40
water, freely soluble in
Acetone, in methanol and
in methylene chloride. It
dissolves in dilute
solutions of alkali
hydroxides and
carbonates.
BP/002
Identification
1st Identification A,C
2nd Identification
A,B,D
0C Melting Point 75.0-78.0
By UV Exhibits 2
absorption maxima, at
264 nm and 272 nm. The
ratio of the absorbance
measured at the
maximum at 264 nm to
that measured at the
shoulder at 258 nm is
1.20 to 1.30. The ratio of
the absorbance measured
at the maximum at 272
nm to that measured at
the shoulder at 258 nm is
1.00 to 1.10.
By IR The infra-red
absorbance spectrum
obtained from the
sample should be
concordant with
spectrum obtained from
the standard.
TM/IBU-
BP/003
41
By TLC The principal
spot in the
chromatogram obtained
with the test solution is
similar in position, color
and size to the principal
spot in the
chromatogram obtained
with the reference
solution.
Appearance of
solution
10% w/v solution in
methanol R should be
clear and colorless.
TM/IBU-
BP/004
Optical rotation - 0.050 to 0.050 TM/IBU-
BP/005
Related Substances
Impurity –A
Impurity –J
Impurity –N
Total Impurity
Unspecified Impurity
% Max.
% Max.
% Max.
% Max.
% Max.
0.15
0.15
0.15
0.2
0.05
TM/IBU-
BP/006
Impurity -F % Max. 0.1 TM/IBU-
BP/007
Heavy Metals Max, ppm 10 TM/IBU-
BP/008
Loss on drying % Max. 0.5 TM/IBU-
BP/009
Sulphated ash(w/w) % Max. 0.1 TM/IBU-
42
BP/010
Assay (with reference
to the dried
substance)
% Min to Max. 98.5 to 101.0 TM/IBU-
BP/011
Residual Solvents
(GC)
Trichloroethylene
Acetone
Isopropyl Alcohol
Hexane
Benzene
ppm
ppm
ppm
ppm
ppm
80 Max.
100 Max.
100 Max.
100 Max.
2 Max
TM/IBU-
A/001
* Benzene is not used in Manufacturing Process
**Storage Condition: Keep in Tight Containers
***Standard packing size : The material is packed in a standard pack size of 40Kg and
50Kg. However, packing size can vary depending upon the customer’s requirements.
ISOBUTYL BENZENE
Isobutyl Benzene or IBB is the Specialty Solvent.
It is used as intermediate for perfumery chemicals, ibuprofen
etc.
Our annual production capacity for Isobutyl Benzene (IBB) is
6600 TPA.
IOLCP is India's one of the largest manufacturers of Isobutyl
Benzene. Isobutyl benzene is a high value specialty chemical
widely used an intermediate in the preparation of several
pharmaceutical compositions such as analgesics. Applying
internationally accepted methods of production, we maintain
the overall economics of the manufacturing process. This
ensures cost-effectiveness and highest selectivity Isobutyl
43
Benzene.
Applications
Basic raw material for manufacturing Ibuprofen - Anti-inflammatory analgesic bulk drug.
Used in Perfume industry as an intermediate.
Used as a specialty solvent.
Specifications
TEST SPECIFICATIONS
Description Clear colorless liquid with characteristic odour.
Specific Gravity @ 25°C 0.851 – 0.854
Moisture Content (w/v) NMT 0.05 %
Distillation Range 171 – 173°C (95% distilled.)
Assay ( By GLC ) NLT 99.50 %
Toluene NMT 0.20 %
NBB ( Normal Butyl Benzene ) NMT-0.20 %
Other Impurities NMT 0.10 %
Storage Condition : Keep in Cool and Dry Place
Packaging Size : Bulk in Tankers
MONO CHLORO ACETIC ACID
Molecular Formula :C2H3O2Cl
Molecular Wt. : 94.5
Monochloro Acetic Acid finds application in production of
several pharmaceuticals, insecticide and other agrochemicals.
Its density, ionic character, boiling point and acidity are
maintained properly during production to ensure best quality.
Our annual production capacity for Monochloro Acetic Acid
(MCAA) is 7200 TPA.
44
IOLCP has a dedicated production plant for Monochloro Acetic Acid. Monochloro
Acetic Acid is also know as Chloro Acetic Acid Or Ethanoic acid in International market.
We manufacture MCAA using best production methods. MCAA has a wide range of
application in the fields of agrochemicals, pesticides, insecticides, herbicides,
pharmaceuticals, organic chemicals, etc.
Applications
Agrochemicals
Herbicides
Pesticides
Pharmceuticals Bulk
Drugs
Organic Chemical
Intermediates
Toxicology
Carcinogenicity
2,4-D Acids &
saltsIbuprofen / Brufen
EDTA –Ethylene
diamine tetra acetic
acid.
Glycolic Acid
Dimethoate Dichlophenac Sodium Cyano Acetic Acid Thio Glycolic Acid
CAC-Chloro
acetyl ChlorideCaffiene
CMC (Carboxy methyl
Cellulose)Carboxylic Acid
TCAC – Tri
chloro Acetyl
chloride
Vitamins Sodium CMC Chloro Acetamides
2,4,5- T Glycine Carboxy methyl starchMercepto Acetic
Acid
MCPAN-(P-Hydroxy phenyl)-
Glycine (METOL)
MMCA-Methyl
monochloro acetateCarcosines
AdrenalineSMCA-Sodium
monochloro acetateCoumarin
Acetyl Chloride Betaines
Maleanates Phenyl Acetic Acid Barbiturates
Specifications
TEST SPECIFICATIONS
Description White color Flakes.
Solubility Soluble in water, alcohol and chloroform.
45
Melting Range 60 – 61.5°C
Moisture Content (% w/w) NMT 0.50 %
Assay Chemically (% w/w) NLT 99.0 %
Purity (By GLC) MCA NLT 99.0 %
DCA NMT 0.50 %
Acetic Anhydride NMT-0.50 %
*DCA - Di Chloro Acetate
*MCA – Mono Chloro Acetic Acid
Storage Condition : Keep in Cool and Dry Place
Packaging Size : 50 Kg HMHDPE Bag
ACETYL CHLORIDE
Molecular Formula :CH3COCl
Molecular Wt. : 78.5
Acetyl Chloride is an important acidic halide.
Acetyl Chloride is widely used as pharmaceutical bulk drugs
and intermediates.
Our annual production capacity for Acetyl Chloride is 5200
TPA.
IOLCP is one of the leading manufacturers and suppliers of Acetyl Chloride from India.
Acetyl Chloride is widely used to manufacture Acetophenone and its derivatives. As
Acetyl Chloride is highly volatile in nature, we use best packaging techniques for
industrial packing and distribution.
Applications
Pharmaceuticals
Bulk DrugsPharmaceutical Intermediates Other Industry
46
CIPROFLOXACIN
2,4 Dichloro 5 fluoro
Acetophenone(Ciprofloxacin
Intermediate)
Acetophenone (used in
perfumery and flavour
industry)
NAPROXEN5- Acetyl Salicylamide (Labetalol
Intermediate)
Various Dyes like
Acetanilide
LABETALOL IBAP (Ibuprofen Intermediate)
Organic Chemicals
manufactured by acetylation
by Freidel Kraft’s Reaction
IBUPROFEN Other Acetophenone Derivatives
VITAMIN A
Specifications
TEST SPECIFICATIONS
Description Clear, Colorless liquid.
Solubility Soluble in alcohol, benzene and chloroform.
Specific Gravity@ 25°C 1.11 – 1.12
Boling Range 51- 53 °C
Sulphate NMT 0.0002 %
Assay (% w/w) NLT 98.5 %
Assay (By GLC) Purity NLT 98.5 %
Acetic Acid NMT 1.0 %
Acetic Anhydride NMT 0.5 %
Storage Condition : Keep in Cool and Dry Place
Packaging Size : 200 Kg HMHDPE Bag
CORPORATE GOVERNANCE
Corporate Governance is an unambiguous commitment to ethical values, sincere
practices & responsible business conduct. This commitment extends to every aspect of
the business operations and permeates the corporate structure at every step. From the
47
work culture & employee policies to the way the company deals with its investors;
corporate governance is the key to projecting the right image of the company to
employees, stakeholders & the public.
At IOLCP, good governance is an established process that is consistently refined to
ensure truth, transparency, accountability &responsibility in all our dealing-s internal and
external. The rewards of running a well-managed enterprise that seeks not just to succeed
in terms of business growth, but also empowers social growth, are manifold. Good
governance is the key driver of long-term sustainable growth & value-creation.
In the pursuit of good governance it is vital that we infuse our people with a vision of
dynamic growth & entrepreneurship & creating a system that ensures stability while
allowing for flexibility &combines consistency with the room for necessary changes.
Employees, working on the twin parameters of potential & performance form the core of
the organization. Our employee development program seeks to ensure that every
employee seeks personal growth, while developing skills and knowledge while working
with us.
We view corporate governance as a trusteeship; a philosophy to be professed; a value to
be imbibed and an ideology to be ingrained in corporate culture.
48
GRIEVANCE
HANDLING SYSTEM
49
4. THE GRIEVANCE HANDLING SYSTEM AT IOLCP,
BARNALA
4.1 GRIEVANCE POLICY IN IOLCP, BARNALA
It is the policy of the company that the worker should
Be given a fair hearing by their immediate supervisor / executive concerning any
grievances they may wish to raise.
Have a right to appeal a more senior manager against a decision made by their
shift executive
4.2 GRIEVANCE PROCEDURE IN IOLCP, BARNALA
The main stages through which a grievance play be raised are as fol1ow:-
1. The workers raises, the grievance to their shift executive the executive tries to
address the issues raised within the shift and records action taken by him, in the
format.
2. If the worker is not satisfied with the decision of the shift executive, he may
approach his unit incharge. He then tries to address the issue raised within two
days and records action taken by him, in the format.
3. If the worker is not still satisfied with the unit-incharge, he may approach his
H.G.D. who tries to address the issue raised within two days with the aid of the
HR manager and records action taken by him, in the format
4. The worker may appeal to .General Manager for the final settlement, of the
grievance.
50
4.3 THE PRESENT GRIEVANCE SYSTEM
51
All grievances that are recorded can be classified into 4 categories:
Inter-relationship related matters
Wages
Uniform
Working
Working conditions
For the latter, normally the supervisor of the concerned department is contacted.
For shift change requests, HR is contacted. For temporary workers tl1.e main issue for
grievances are overtime, wages, etc. for to be the can approach the time office or any of
the representatives directly involved in the issue.
Some grievances are that are brought in by workers are quite easily resolved as
they arise out of certain system errors. e.g some time wages are deducted when a worker
takes a holiday on the last day of the month. This is because the system calculate it as a
52
leave without pay rather than a paid one. When the worker reports the error an adjustment
is made in the wages for the next month. These are some issues, however, that need
further looking into. This could be a complaint of one worker against his supervisor or
about the change in the shift timings.
All grievances are presently handled by the Employees ~elation Manager- this
thus become the responsibility of one person only. Since he has total ownership, other
department does not respond as readily to provide immediate services to help him to
resolve the issue. Since he is the one directly in charge of the grievances, there is a
tendency to look only to him for resolving all such issues. The workers as well as the as a
tendency to look directly approach him with their respective issues.
The unwritten policy at present is that all grievances be given immediate relief.
Unfortunately this doesn’t ensure that the grievance be totally removed. Many grievances
remain pending for long periods, are repeated after and after the point builds up to a
collective grievance.
Why Do Grievances Rise At All?
Due to certain inter -departmental hitch has and avoidable delays, the basic
necessity of workers that need to be catered to are not fulfilled on time. Since, they are
genuine in nature, this leads to a barrage of complaints and gives the worker a chance to
arise the issue, which try to undermine the management strength.
Presently, only the HR department is held accountable for delays in redressed of
grievances. Whereas all departments should work in conjunction to ensure that these
grievances don’t even arise in the first place. Several departments have to provide
essential services so that to be workers get what is due to then as a Inerter of right. Thus
purchase needs to procure on time, store& needs to raise the demand and dispersed on
time and finance needs to render payments on time.
53
There is no involvement of the line function in the system. This is essential since
the workers after all belongs to that department and they should be concerned about the
well being of their men. At present some of these departments are not even aware of
certain sensitive issues and only get to know about it when the issue intensify into a
Industrial Relation matter.
WHY SHOULD THE LINE FUNCTION BE INVOLVED?
If there is line connecting an important purpose would be served that of creating a
personal rapport with the workers. This would lead to closer ties being frilled
between the mother department and its worker which would only help during the
negotiating period.
And again there would be a speedier redressed if the department got involved and
there was departil1ental pressure to sort out the issue
54
4.4 THE PROPOSED GRIEVANCE HANDLING SYSTEM IN IOLCP,
BARNALA
There needs to be a part decentralization of the grievance handling machinery
from the HR department to the line departments, so that this a shared
responsibility of both the departments. The line function so, because they have
a. first line responsibility and HR so, because they are the services
department.
Grievances need to be classified into individual and collective grievances.
Collective grievances are to be further classified into department related and
factory related matters.
All individual grievances are to be addressed first to the line department and
then routed by them to the HR department.
All collective grievances and those routed through the union should be
handled by either the department head or the HR department.
All department heads nominate one executive or manager to take charge of
individual grievance handling. In this he should be given full support from the
HR team. Enough empowerment should be given to these nominees for
redressing to grievances and the top management should support a genuine
efforts on their part.
Handling grievances should form a part of his key result areas for these to be
accountability on this count.
The nominated- executive or a manager will lease with HR or any other
function as he sees fit for the redressed for his workers grievances.
Once every week, all nominated persons should meet the HR team and sort
out all issues recorded that week and sort out all outstanding grievances that
couldn't be resolved at the first instance. If required the workers lodging the
complete can also be called to this forum for this inputs.
55
After every meeting the minute shall be circulated to the department heads
and to the HR manager, so that they are kept informed of the grievances in the
department/factory.
A computerized system whereby there is an automatic and speedy redressed
of grievances needs to be incorporated so that the lead time on grievance if
decreased.
Everyday the department head will receive an MIS of the grievances for more
than 4 day an immediate act upon it.
Every fortnight, the GM receives a monthly report of outstanding grievances
so that he is kept informed of matters with in the factory.
The ultimate responsibility for the resolving of the grievances should lie with
the department head concerned, jointly with the HR manager.
This should also form a part of their key result areas No grievance should be
outstanding beyond 10 days (individual) – 15 days (collection).
Once a month, the GM should meet with all the HODs to discuss either some
outstanding collective grievances or discuss pro-active measures to prevent
certain anticipated grievances.
4.5 THE COMPUTERISED GRIEVANCE HANDLING PACKAGE
This package should contain the following information and be installed with the
nominated executive and the employee relation manager:
The date the grievance is lodged.
By whom the grievance .is lodged.
Nature of grievance.
Date by which it has to be sorted
56
This option should automatically be updated by the system to be 4 days. After 2 days
it should generate a reminder that the grievance has not yet been sorted. On the 4th day it
should automatically update the SORTED or NOT field as saying NOT SORTED.
An MIS should be generated every day for all grievances for the departments head
information and essential action. A fortnightly MIS should be generated sent to the GM's
office for his perusal:
Responsibility
Corresponding responsibility of which service or line function i.e. support
Whether sorted or not
Action taken
What follow up action is required
4.6 INDIV1DUAL GRIEVANCE PROCEDURE IN IOLCP, BARNALA
1. At the first instance the worker should report the grievance to the shift supervisor
who could inform the production executive nominated for this purpose with or
without the aggrieved worker. He should get immediate redressed within 4 days.
2. Incase after 4 days solution is still not provided the worker should take the matter
up with the concerned department head. The department head should sort out the
grievance within 2 days. Since as per the system, he is already aware of the
problem’ logged by the workman. If essential he could take .the help of HR
manager or the HR executive to sort out the issue.
3. If the grieval1ce is still not sorted then the worker should approach the HR
manager or executive directly and should get immediate relief and the grievance
should be sorted within 2 days.
4. If still not sorted, then he can take recourse to Union Aid and fill a written
application to the HR manager for the redressed or his grievance.
5. The HR manager should arrange a meeting with the worker and the union
representative within 3 days to sort out the grievance in the best possible manner
to the satisfaction of the party.
57
6. In case the worker still doesn't get a suitable response to his grievance, he along
with union representative can directly approach the GM for the redressed of his
grievance.
4.7 COLLECTIVE GRIEVANCE PROCEDURE
1. As and when the scope of the grievance is larger than that of an individual
workman that issue shall be addressed as a collective grievance.
2. The workmen should formulate the committee of not more than 6 people and
directly approach the concerned head (if the metter concern a particular
department) for the redressal of their grievance.
3. The department head should liase with the HR&A. manager for a resolution of the
grievance within a week.
58
4. If the issue is not suitable addressed, this committee should approach HR manager
the should manager should arrange a meeting with the union representatives
within a week in order to sort out the grievance in best possible manner to the
satisfaction of the party.
5. If the grievance extends to the whole of the factory then this worker’s committee
can directly approach the HR representatives with the grievance.
6. The HR representative .should be, given a period of one week for the redressal of
the grievance in best possible manner. In this he should be given full support from
the concerned line / staff function/nominated executives.
7. Same as point 3.
8. If the issue is still not sorted out, the workers can approach the (1M to seek
redressal. The GM would then arrange a meeting with the committee at a time
suitable for both the parties at earliest.
9. The workers can seek third party intervention only· after all the avenues for the
redressal have been exhausted.
59
THE LINE FORUM:-
The line forum would have to meet twice a week to discuss outstanding
grievances that for same reason or other couldn't be solved during the
allocated 4 days.
This forum would comprises of all the nominated executives as well as the
HR representatives who are associated with the matter at hand.
This forum should ideally be on Wednesday or Saturday so that all issues
could be discussed and settled well in time so that no grievance remain
pending after; the allocates 4 days.
The minutes of the meeting are to be recorded and distributed for the
perusal of all dept: heads.
This forum is actually a check on the grievance handling process since all
attempts to solve the grievance should be made as soon as the grievance is
logged and this forum should only be the last resort for the nominated
executives in resolving grievances.
All the nominated executives and the HR representatives should undergo a
joint Grievance Handling - Team Building workshop so that they can
function well in collaboration as well as identify which gremmies are
genuine and which are not.
THE GM's FORUM:-
The GM's forum comprises of all the department heads and the session is presided
over by GM.
In case there are any outstanding collective grievances then the GM can call the
workers committee to this forum for a discussion on grievances.
60
4.8 MOTIVATION AND REWARDS
To motivate and to give facilities to their employees, the company gives several
financial and Non-financial awards to their employees. If such awards are given to the
employees, then they can motivate their skills and also resolve their grievances in much
extent. Several awards are as follow:
Financial Awards:
House Rent Allowance
Leave Travel Allowance
Bonus
Performance Bonus
Salary payments
Employees Provident Fund
Employees Pension Scheme
Gratuity
Insurance
Merit Scholarship Scheme for Employee's kids
Non-financial:
Chairman's Award for Excellence:-
This new initiative aims at recognizing particular achievements of team work
within consumer healthcare. Awards will be made annually to the teams, judged by
executive committee, to have made an outstanding contribution to consumer healthcare
based on Simply Better values. Any group of employees (2-10) who have worked
together to achieve something exceptional and eligible for this award;
61
Long Service Award:-
On completing 10, 20, & 25years of service in the organization, the company
presents an employee with a award. Presently the awards range from a cross pen to a
gold-coated quartz watch, depending upon the number of years of service.
Simply The Best Awards :-
These awards were instituted to recognize and celebrate outstanding contributions
to the business by utilizing process improvement teams from around the world. This
program was designed focus not only on what accomplishments were made relative to the
business, but just an importantly, on how the simply better tools and methods were used
to attain these improvements: Any IOLCP, Barnala employee regardless of job, grade or
location, can nominate a team for one of the awards.
A part from this discussions should be focused on preventing anticipated
grievances and strategizing on means to tackle any collective grievance which can be a
matter of concern.
MINUTES OF THE MEETING:-
It was suggested that the time limit for resolving the issue / grievance should be
reduced to sort out issue/grievances speedily. As a measure to it, the time lag at
the initial stage was reduced from 4 days to 2 days.
It was also felt that the proposed, level 3 of department head and 4 of HR&A
manager should be merged and they should collectively s9rt out of the issue /
grievance.
Unit Incharge/HOD-HR
It was informed that in case HR support was required in the shifts, the HR officer
would provide all information to sort out the issue/grievances so that the same
could be sorted out within the shift itself.
Concerned Shift Officer /Time Officer
62
The unit incharge would be nominated executive for, the production whereas all
other depts. would nominate one executive preferably in the general shift, who
would liase with concerned dept to sort out the .issue/ grievance within 2 days
time.
Prod. / Engg/Stores/ HR/ MPD
Incase the grievance is not sorted out within the specific time period, the unit in
charge would forward the grievance to this department head who independently
or consulted will HR&A manager would sort out the grievance with in 2 days. If
still required, the grievance would be forwarded to G M.
Unit Incharge/HOD/HR&A manager
All unresolved grievances would be every month in the GM’s office.
GM/ Concerned HOD
It was decided that HR&A would make a format in which all unresolved issue
grievances, are recorded.
HR&.A
It was decided to arrange a training programmed for concerned staff member for
effective grievance handling.
HR&A
It was reaffirmed that the ownership for sorting out all grievances of the workers
is of concerned department and workers should first contact the dept. for sortilege out all
the issues and grievances. It was agreed that this system shouldn't be implemented
abruptly. HR & department will slowly education the workers on the new issue
grievances resolution system and advise them to approach the shift inchrage concerned of
his department for the resolution of the same all concerned.
63
NEED & SCOPE
OF
THE STUDY
5. NEED AND SCOPE OF THE STUDY
64
As a part of acaden1ic curriculum of M.B.A. degree course, I analyzed "The
Grievance Handling System" in IOLCP, Barnala. The principle aim of all economic
enterprises is the satisfaction of human wants & whenever it is ignored industrial relation
tend to be strained enduring up in indusial unrest and strike.
The success of an organized industry largely depends upon the management can
reduce the grievances of the workers is of great importance to the success of an industry.
Grievances causes major losses generally so to know their causes and to suggest
some measures the study was conducted and some causes were revealed on the basis of
some available data and personal interviews. The study is conducted in GSK which is a
pharmaceutical unit. In this 24 hrs production system, Grievances are very harmful
because it can cause losses and quality maintenance and in achieving the target. Without
an analysis of their nature and pattern, the causes of employee dissatisfaction cannot be
ren10vcd. For this the administrator of an organization should go into details of the
grievances and find out the best possible methods to settle them. For this there is need to
study the policies, programmers and procedures, which would best enable them to handle
employee grievances.
Managing Job Satisfaction - Employees with higher job satisfaction typically believe
that their organization will be satisfying in the long run eliminating grievances.
Employer of Choice - Fairness - Prudent organizations will carefully manage
grievances. They will understand that there are different factors related to fairness. This
will not only create a more satisfied workforce, but will make genuine contributions to
the bottom-line while positioning organization as an Employer of Choice without any
grievances.
Employer of Choice - Opportunity - The level of opportunity within an organization
directly affects satisfaction (a response to current job conditions) and expectations not
grievance about job conditions in the future. What else can be done to increase employee
satisfaction? An employee satisfaction survey can help your company make this
important assessment.
65
OBJECTIVES OF
THE STUDY
66
6. OBJECTIVES OF STUDY
The objectives of study are as follows:
Primary objective
Primary objective of study is to determine the grievance handling among IOLCP, Barnala
employees
Secondary objective
Besides the primary objective other objectives of study are as follows:
To find out the grievances rate among the employees.
To find out the reasons and causes for the grievances
To find out the effects of grievances
To find out the remedies to cure grievance
67
RESEARCH
METHODOLOGY
68
7. RESEARCH METHODOLOGY
Research Plan
The research study is exploratory in nature. The established objectives were kept in mind
during the study, however no hypothesis was formed as the study was more in the form
of descriptive design attempting to analyze the attitude of respondents towards the
project.
Literature Survey:
In order to be familiar with the topic and to know the views of various experts of
marketing, a literature survey done. The intention behind this will to get full knowledge
about the topic.
Data Collection:
The Core finding of the study will be based upon the information collected through
primary data i.e. information will be collected from respondent with the help of
structured questionnaire.
Measurement Technique:
A structured questionnaire will be administrated for the purpose of obtaining information
from the respondents. Much care been taken to put the related to the subject, the
questionnaire will contain closed ended logical questions.
MODE OF DATA COLLECTION
The study is based on both Primary and Secondary data which includes
a) Primary Data
The Primary Data will be gathered through the direct personal interviews with technical
and as well as marketing persons of the concerns.
b) Secondary Data
Secondary Data will be gathered from books and journals on Grievance Handling in
Human Resource.
69
c) Sample Size
Due to time and resources shortage only 100 Samples had taken.
100 Employees
Measurement Technique:
A structured questionnaire is administrated for the purpose of obtaining information from
the respondents. Much care was taken to put the related to the subject the questionnaire
contains closed ended logical questions.
Sample Plan
Universe:
The universe of the study will be Patiala City of Punjab. Reasons for choosing this
particular city as universe for the study are:
1. Checking Grievances Among IOLCP, Barnala Employees.
2. Ways to Improve Grievances.
Sample Size:
The sample consists of Milk Plant namely IOLCP, Barnala of Patiala.
And on whole 100 Employees will be taken for the survey.
Sampling procedure:
In the study the sample will be chosen on the basis of Random Sampling as well as
convenience sample.
Contact Method:
The respondents sampling personally and a structured questionnaire was got filled from
them. a report questionnaire will be prepared to interview the employees.
70
DATA ANALYSIS & INTERPRETATION:-
The statistical tools used by me are mainly average, Percentage, & comparisons etc. I
would like to give brief points about :-
1. Questionnaire :- The questionnaires are given to respondent with no
pressurization at all, i.e. he/she is free to provide the information whatever the
concern is. One thing to be kept in mind that personal questions apart from name,
address etc. should not be included.
2. Direct Interviews :- The direct interviews are one up against all the data
collection tools just because one can judge that what a person is telling to the
surveyor. Although it is time consuming but the information gathered is of much
more weightage than others.
3. Sampling design, Procedure & Sample Size:- A sample is always a part of the
desired universe and it should represent each and every aspect of the study being
conducted. The only thing is that the sample being chosen is of relevance and
accurate source of information. My sampling design is based on random sampling
because each element gets probability to be included & all choices made are
independent of each other.
EXTERNAL GUIDE
Name : Mr. Sanjay
Company : IOLCP, Barnala Ltd.
Designation : HR Head
71
DATA
INTERPRETATION
& ANALYSIS
8. DATA INTERPRETATION AND ANALYSIS
72
Q1) According to you what are the causes of grievance among the workers?
Table 1:
Working Conditions 26
Management Policy 22
Company Rules and Regulations 36
Alleged Violation of Laws 12
Alleged Violation of Collective Bargaining 4
Graph 1:
Interpretation- Out of 100 IOLCP, Barnala employees 26% says that working
conditions is the cause of grievance among the workers, 22% says that management is the
cause of grievance among the workers, 36% says that company Rules and regulations are
the cause of grievance among the workers, 12% says that alleged violation of law is the
cause of grievance among the workers, and the rest 4% says that alleged violation of
collective bargaining is the cause of grievance among the workers.
73
Q2) What steps are taken by the management to know the grievances of the
employees?
Table 2:
Exit Interviews 18
Opinion Surveys 38
Open Door Policy 34
Gripe boxes 10
Graph 2:
Interpretation- Out of 100 IOLCP, Barnala employees 18% says that exit interviews are
taken by the management to know the grievances of the employees, 38% says that
opinion survey are taken by the management to know the grievances of the employees,
34% says that open door policy are taken by the management to know the grievances of
the employees and rest 10% says that gripe boxes are taken by the management to know
the grievances of the employees.
74
Q3) What type of grievances are you facing at large in your organization?
Table 3:
Oral 37
Written 63
Graph 3:
Interpretation- Out of 100 IOLCP, Barnala employees 37% says that oral grievance at
large in the organization and rest 63% says that written grievance at large in the
organization.
75
Q4) What do you think a company should face the grievance or not?
Table 4:
Yes 33
No 41
Can't Say 26
Graph 4:
Interpretation- Out of 100 IOLCP, Barnala employees 33% says that Yes a company
should face the grievance, 41% says that No a company should not face any grievance
and rest 26% says that they can’t say anything whether yes or no.
76
Q5) How much time your organization takes to solve a grievance case?
Table 5:
2 Days 29
2-4 Days 23
4-8 Days 37
More than 15 Days 11
Graph 5:
Interpretation- Out of 100 IOLCP, Barnala employees 29% says that 2 days time can
take an organization to solve a grievance case, 23% says that 2-4 days time can take an
organization to solve a grievance case, 37% says that 4-8 days time can take an
organization to solve a grievance case and rest 11% says that time can take an
organization to solve a grievance case.
77
Q6) What do you think that the workers should discuss their grievances directly
to the management or through a media?
Table 6:
Directly 19
Union Leader 37
Supervisor 44
Graph 6:
Interpretation- Out of 100 IOLCP, Barnala employees 19% says that directly the
workers should discuss their grievances directly to the management or through a media,
37 % says that the workers should discuss their grievances with union leader to the
management or through a media, and the rest 44% says that the workers should discuss
their grievances with the supervisor to the management or through a media
78
Q7) What is the attitude of the management towards the workers in grievance
handling ?
Table 7:
Positive 41
Negative 17
Neutral 23
Biased 19
Graph 7:
Interpretation- Out of 100 IOLCP, Barnala employees 46% says that the management
should show positive attitude towards the workers in grievance handling, 14% says that
the management should show negative attitude towards the workers in grievance
handling, 22% says that the management should show neutral attitude towards the
workers in grievance handling, and the rest 18% says that the management should show
biased attitude towards the workers in grievance handling.
79
Q8) Does your Organization have a well defined procedure for grievance
handling?
Table 8:
Yes 63
No 37
Graph 8:
Interpretation- Out of 100 IOLCP, Barnala employees 63% say that yes the
Organization have a well defined procedure for grievance handling and the rest 37% says
that no the organization does not have a well defined procedure for grievance handling.
80
9) Does your organization reviews the grievance procedure from time to time?
Table 9:
Sometimes 21
Always 69
Never 10
Graph 9:
Interpretation- Out of 100 IOLCP, Barnala employees 21 % says that sometimes
organization reviews the grievance procedure from time to time, 69% say that always
organization reviews the grievance procedure from time to time and rest 10% says that
never ever organization reviews the grievance procedure from time to time.
81
Q10) Are you given a chance to communicate your grievances to the management?
Table 10:
Always 9
Sometimes 23
Never 68
Graph 10:
Interpretation- Out of 100 IOLCP, Barnala employees 9% says that there is always a
chance to communicate your grievances to the management, 23% says that there is
sometimes a chance to communicate your grievances to the management and the rest
68% says that they never had chance to communicate grievances to the management.
82
SUGGESTIONS
&
RECOMMENDATIONS
83
9. SUGGESTIONS AND RECOMMENDATIONS
By spending a lot of time in the research project of Grievance Handling System in
the IOLCP, Barnala, following are my suggestions to the Company.
HR should identify those departments which support it for the procurement and
disbursement of certain articles say Purchase, Stores, Finance, etc.
They should work out a yearly itinerary so that all articles are procured well in
advance.
There should be an adequate time for quality checks and in case the consignment
is rejected there should time enough foe changes to be made so that only the right
articles are issued to the workers.
All suppliers need to be re-evaluated since the quality of several articles of IR
importance have been found wanting.
IOLCP, Barnala Management has to take care about the working conditions of the
employee and has to check the rules and regulation criteria time to time in the
company itself.
Opinion surveys are the best technique to know and rectify any grievance
handling in the IOLCP, Barnala company.
The trend of written grievance has to be maintained as it is the most beneficial for
the employees to know any grievance handling in IOLCP, Barnala.
The time limit to solve the grievance handling should have to be reduced so that
working of the IOLCP, Barnala organization continue without any hesitation.
Supervisor of the IOLCP, Barnala management has to check any grievance
handling issue time to time and with proper techniques.
IOLCP, Barnala Management should show positive attitude towards the workers
in grievance handling
IOLCP, Barnala Organization should have a well defined procedure for grievance
handling.
IOLCP, Barnala Organization should have to reviews the grievance procedure
from time to time.
84
CONCLUSION
85
10. CONCLUSION
Working conditions, management and Company Rules and regulations are the
cause of grievance among the IOLCP, Barnala workers.
Opinion survey and open door policy are taken by the management to know the
grievances of the IOLCP, Barnala employees.
Oral grievance and written grievance at large in the organization. IOLCP, Barnala
company should face the grievance from time to time so as to achieve
No more than a week time taken for an organization to solve a grievance case.
IOLCP, Barnala workers discuss their grievances with the supervisor to
the management or through a media
IOLCP, Barnala management show positive attitude towards the workers in
grievance handling. Organization have a well defined procedure for grievance
handling.
Organization reviews the grievance procedure from time to time. There is always
a chance to communicate grievances to the IOLCP, Barnala management.
From the above discussion and study of Grievances Handling System in IOLCP,
Barnala, we can say that the most popular causes of the grieva.t1ces in, the company are
canteen and uniform. To resolve these problems the company has adopted two methods.
These methods are individual and collective grievance procedures. According to these
procedures the grievance can be resolved by step by step via Supervisors and HODs. But
the grievant can also approach the GM directly if there is a big issue.
86
The most of the workers are satisfied with the present grievances redressal
procedure of the company. They all know the procedures very well and they are' satisfied
because this company has resolved their, problem and grievances very well in short time.
This company offers financial and non-financial rewards to their employees, if the
company gets advantage due to their grievances and to motivate their employees e.g. SB
awards, long service awards, suggestion scheme, etc.
All the workers and the employees in IOLCP, Barnala are satisfied with the
company's policies and procedures. That is why they are punctual of time and
hardworking. The result of their hard work is that the company wins ISO certificate in
efficient quality due to mutual relations of the employees. Due to these reasons, today
IOLCP, Barnala is not only India's best Milk Cooperation, but it is one of the top most
brand in the market.
87
SWOT
ANALYSIS
88
SWOT ANALYSIS
SWOT Analysis (Strength, Weakness, Opportunity, Threat)
Strengths :- The key strengthening elements of IOLCP, Barnala are:
(a) Healthy amount of respect & reputation all over the nation.
(b) Extensive network distribution coverage.
(c) The infrastructure is world class.
(d) Better Environment, Good Marketing Strategy and Latest Developments
Weaknesses :- The weaknesses coming out to be:
(a) Losing Market share, i.e. unable to retain customers.
(b) Weak & unprofessional Advertisement Network.
(c) Inappropriate pricing strategy.
(d) Lack of feedback & continuous interaction with retailers.
Opportunities :- The future gains can be from:
(a) Putting classified vouchers of different denominations.
(b) Consumer is educated one & demands quality not the quantity.
(c) The customer is ready to pay more to receive the quality service.
(d) The advertisement can be a collective one for all its products.
Threats :- The major threats are :
(a) Stiff competition from other textile industries.
(b) IOLCP, Barnala should see to competitor’s market strategies.
89
LIMITATIONS
90
LIMITATIONS
The main limitation encountered during the project course was the responding error
by Management Executives, but the approximate figures of data & facts are sufficient for
the purpose of this project regarding grievance handling.
Nothing is perfect in this mandate world and this study is no exception. Given below are
the limitations of the study related to grievance handling in IOLCP, Barnala so that the
findings of the study may be understood in their right perspective.
The day of transition was a sad day for many people in India, especially “Brand
Watchers” who have lived with the brand Hutch for so many years.
People experienced great service, terrific advertising, and personally felt a huge
sense of pride, thanks to the brand - both as consumer of its services, and an
Indian communication professional. They were not sure if IOLCP, Barnala would
cater to all this.
The immense cost of this exercise - both in terms of money and customer
relationships. The effect and the effort to manage the two is mind-boggling.
Visitors will still probably look for Hutch and end up in official dead-ends
(instead of redirects).
Visitors looking for IOLCP, Barnala now, will probably not find much to help
them out (unless IOLCP, Barnala has done a damn good job).
91
BIBLIOGRAPHY
BIBLIOGRAPHY
92
BOOKS AND JOURNALS
Gordon, M.E. & Miller, S. (1984). Grievances: A review of research and practice.
Personnel Psychology, 37:117-146.
Labig, C. Jr. & Greer, C. (1988). Grievance initiation: A literature survey and
suggestions for future research. Journal of Labor Research, 9: 1-27.
Lewin, D. & Peterson, R. (1988). The modern grievance procedure in the United
States. New York: Quorum Books.
Knight, T. (1987b). The role of the duty of fair representation in union grievance
decisions. Relations Industrielles/Industrial Relations, 42: 716-733.
Heneman, H.C., Jr. (1969). Toward a general conceptual system of industrial
relations: How do we get there? Pp. 3-24 in G. Sommers (Ed.), Essays in
industrial relations theory. Ames, IA: Iowa State University Press.
Lewin, D. & Boroff, K.E. (1994). The role of loyalty in exit and voice: A
conceptual and empirical analysis. Paper presented at the Fourth Bargaining
Group Conference, University of Toronto.
Bemmels, B. (1995b). Shop stewards' satisfaction with grievance procedures.
Industrial Relations, 34: 578-92.
WEBSITES
www.google.com
www.yahoosearch.com
http://www.indianmba.com/Faculty_Column/FC338/fc338.html
http://en.wikipedia.org/wiki/Grievance
93
http://www.management-hub.com/hr-grievance.html
http://federalmogulgoetzeindia.net/web/index.html
ANNEXURE
94
ANNEXURE: QUESTIONNAIRE
Q1) According to you what are the causes of grievance among the workers?
Working conditions Management Policy
Company rules and regulations Alleged violation of laws
Alleged violation of collective bargaining
Q2) What steps are taken by the management to know the grievances of the employees?
Exit Interviews opinion surveys
Open door policy Gripe Boxes
Any other
Q3) What type of grievances are you facing at large in your organization?
Oral Written
Q4) What do you think a company should face the grievance or not?
Yes No Can't say
Q5) How much time your organization takes to solve a grievance case?
2 days 2-4 days
4-8 days More than 15 days
95
Q6) What do you think that the workers should discuss their grievances directly to the
management or through a media?
Directly Union Leader Supervisor
Q7) What is the attitude of the management towards the workers in grievance
handling?
Positive Negative Neutral Biased
Q8) Does your Organization have a well defined procedure for grievance handling?
Yes No
Q9) Does your organization review the grievance procedure from time to time?
Sometimes Always Never
Q10) Are you given a chance to communicate your grievances to the management?
Always Sometimes Never
96
APPENDIXGRIEVANCE LOG FORM
97
Name of Employee EC No.:Dept: Shift: Date:
Issue/Grievance
Signature of Shift Executive: Date
Action Taken/date
Forwarded to Incharge Date
Action Taken/date
Forwarded to HOD/HR manager Date
Action Taken/date
Forwarded to GM Date
Comments/date