ADVENTIST WOCKHARDT HOSPITAL, SURAT.

AN EXECUTIVE SUMMARY ON

GRIEVANCE HANDLING IN ADVENTIST WOCKHARDT HOSPITAL, SURAT

SUBMITTED IN PARTIAL FULFILLMENT OF THE REQUIREMENT FOR THE AWARD OF THE DEGREE OF

BACHELOR OF BUSINESS ADMINISTRATION

PREPARED BY:-

KETHI SUNIL KUMAR

I.D. NO: - K 158 (T.Y. B.B.A. - HRM)

UNDER THE GUIDANCE OF

MS.SHWETA WADHWA Asst.Professior

METAS OF SEVENTH DAY ADVENTIST COLLEGE ATHWALINES, SURAT

AFFIIEATED TO NEHU UNIVERSITY

YEAR: 2011 2012

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ADVENTIST WOCKHARDT HOSPITAL, SURAT.

I NDIAN HEALTHCARE INDUSTRY

Pharmaceutical and bio medical comprise healthcare industry.

Despite the improving health status of the Indian population, healthcare infrastructure in India has a long way to go towards achieving 100% quality, technology and superior healthcare delivery systems. While the Central (Federal) Government is limited to family welfare and disease control programs, the state governments are responsible for primary and secondary medical care with a limited role in specialty care. Looking at the healthcare indicators and the growing prevalence of non-communicable lifestyle related diseases, both the government and private sector, realize the need to meet this basic demand. Today , the private sector provides 80 percent of the healthcare service Increasing private sector participation in healthcare services is stimulating change in the Indian healthcare industry. India spends 5.1 percent of its GDP on health. The health market is estimated at Rs.1, 408 billion ($30 billion) and includes retail pharmaceutical, healthcare services, medical and diagnostic Equipment and supplies. While Indias overall expenditure on health is comparable to most Developing countries, Indias per capita healthcare expenditure is low due its large billion plus Population and low per capita income. This scenario is not likely to improve because of rising healthcare costs and Indias growing population (estimated to increase from 1 billion to 1.2 billion by 2012).The governments share in the healthcare delivery market is 20 percent while 80 percent is with the private sector. Primary Care (in rural areas): 22,271 primary healthcare centers and 137,271 sub-centers. Secondary Care (healthcare centers in smaller towns and cities): 1,200 PSU (public sector units) hospitals, 4,400 district hospitals, and 2,935 community healthcare centers. Tertiary Care (hospitals): 117 medical colleges and hospitals. The private healthcare providers consist of private practitioners, for profit hospitals and nursing homes, and charitable hospitals. They are numerous and fragmented. In the absence of a national regulatory body, some private providers 2 METAS ADVENTIST COLLEGE,SURAT.

ADVENTIST WOCKHARDT HOSPITAL, SURAT. practice without minimum standards and the quality of treatment varies from one to other countries. provider to

another. The average size of private hospitals/nursing homes is 22 beds, which is low compared

Size of hospitals
84 percent of private hospitals <30 beds 10 Percent 30 100 beds 5 percent 100-200 beds 1 percent >200 beds

2. COMPANY BACKGROUND
Wockhardt has no meaning known to the panelist. The word Wockhardt was coined in a very general way from a combination of the firm name "Worli Chemical Works and the family name "Khorahiwala." This indicates that the trade mark has a particular meaning but one which is closely related to the Complainant alone and one which has no other known meaning. On the basis of the above it is found that this ground is made out. Wockhardt Hospitals embody a 40-year tradition of healthcare built by Wockhardt Ltd., Indias leading pharmaceutical and healthcare company that has presence in over 20 countries around the globe. Wockhardt Hospitals is committed to professionalism and towards the growth of a professionally driven management style which has been a trendsetter in India. Its approach is unique: an efficient deployment of technology and human expertise in a caring and nurturing environment with the greatest respect for human dignity and life. Wockhardt hospitals are convinced that a judicious blend of technology. Clinical expertise and personalized care applied in the context of achieving patient satisfaction can make our pursuit of excellence in healthcare highly rewarding. Defining the future of health care India One name, many feats. One mission, many milestones.That is the essence of Wockhardt Hospitals Group, the countrys leading healthcare provider since the past 18 years. Among the fastest growing hospital networks in Asia, it operates 3 METAS ADVENTIST COLLEGE,SURAT.

ADVENTIST WOCKHARDT HOSPITAL, SURAT. a chain of Super-Specialty hospitals in Mumbai, Nasik Nagpur, Bhavnagar, Goa, Surat and Rajkot, offering around 1500 Beds. The forthcoming multi-specialist hospitals of Wockhardt group are at Mumbai Central, Jabalpur, Patna, Bhopal, Bhuj & Varanasi. As a hospital, all their efforts are dedicated and committed to the creation of patient value. Wockhardt Limited India, established in 1960, is a leading pharmaceuticals and biotechnology Company based in India. The company offers products and services formulations, nutritional products and vaccines, active pharmaceutical ingredients, and biopharmaceuticals. It had approximately 6000 employees as on 31 December2009, of which about more than 700 employees were working overseas. Wockhardt is the only Indian pharmaceutical company to be given the Super Brand award by the international body The Super Brand Council. Wockhardt has manufacturing alliances with many Leading pharmaceutical companies, such as Aventis, Amylin and Astra Zeneca. It has manufacturing plants in India and the UK, which are certified under USAs FDA and UKs MHRA. Wockhardt has a strong global presence with subsidiaries in Brazil, the UK and the USA. The company also has marketing offices in Africa, Russia, and Central and South East Asia. The companys overseas business witnessed a CAGR of more than 45 per cent during the period 2001-2009.The company is listed on the Bombay Stock Exchange and the National Stock Exchange. It is also listed on the Luxemburg Stock Exchange. In 2009, the company had consolidated revenues of US$ 324 million. Europe is most critical to the companys business, contributing about 41 per cent of the total revenues in 2009. Wockhardt is a global, pharmaceutical and biotechnology company that has grown by leveraging two powerful trends impacting the world of medicine - globalization and biotechnology. Preparing for change before change beckons. Harnessing the power of innovative research. Providing high-quality medicines for a healthier world. This is our world at Wockhardt. The Company has a market capitalization of over US $ 1 billion and an annual turnover of US $ 650 million. Wockhardt pace of growth and momentum permeates every mindset, system and technology within the organization. Wockhardt today, is distinguished by a strong and growing presence in the worlds leading markets, with more than 65% of its revenue coming from Europe and the United States. Wockhardt market presence covers formulations, biopharmaceuticals, nutrition products, vaccines and active pharmaceutical ingredients (APIs). 4 METAS ADVENTIST COLLEGE,SURAT.

ADVENTIST WOCKHARDT HOSPITAL, SURAT.

2.2 WOCKHARDT GROUP OF COMPINIES

Wockhardt Group of companies Wockhardt Ltd. Carol Info services Ltd. (Wockhardt life sciences Ltd) Wockhardt Hospitals

2.3 FUTURE PLANS

Wockhardt is eyeing markets in Europe, particularly the UK, as part of its growth strategy. The company has as a strong brand presence through various tie-ups with leading healthcare insurance providers in the UK. The next few years will witness the expiry of many patents in Europe, thereby creating a large potential for generics. Wockhardt is aiming to tap a larger pie of this potential market .The company is planning to increase its focus on specialty nutrition products as their demand is increasing in Europe. With an enhanced understanding of customer needs, Wockhardt is focusing on tapping the market requirement for nutritional products. It has placed great emphasis on the research to be conducted in producing improved nutritional products. Forthcoming Hospitals Mumbai Mumbai central Patna Varanasi Kolkata Delhi Jabalpur

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ADVENTIST WOCKHARDT HOSPITAL, SURAT.

Adventist Wockhardt Heart Hospital, Surat.

In 2007, Wockhardt Hospitals, has establish a world-class heart hospital in Surat, in association with the Seventh Day Adventists Hospital, an institution providing healthcare services in the city. Adventist Wockhardt Heart Hospital, Surat, is dedicated to offer you comprehensive end-to-end care in Cardiothoracic Surgery under one roof. The hospital is equipped with.

109 beds (including 30 bedded critical care unit) 2 Cardiothoracic Operation Theaters Meeting international Standards with Full time

Cardiac Surgery Team. Digital Flat Panel Cardiac Catheterization Lab Dedicated Cardiac Ambulance and 24 hours Wockhardt Emergency Heart Line. To provide comprehensive care.

Wockhardt with its 17-year legacy as a provider of excellence in heart treatment aims to bring the highest quality of cardiac care to South Gujarat, with international standards. To the many heart patients of South Gujarat who travel to Mumbai for heart treatment, this heart hospital will bring the most advanced and affordable heart care, within their reach. The hospital will cater to all strata of population at very affordable costs. . Adventist Wockhardt Heart Hospital, Surat has an eminent and dynamic team of Professional Nursing staff and paramedics. The Harvard medical association provides Wockhardt, access to the latest clinical protocols, innovations and patient care practices from 7 prestigious Harvard-affiliated hospitals in the US, including the 6 METAS ADVENTIST COLLEGE,SURAT.

ADVENTIST WOCKHARDT HOSPITAL, SURAT. Massachusetts General Hospital, the Brigham and Women's Hospital and the Beth Israel Hospital.

4. HUMAN RESOURCES DEPARTMENT OF WOCKHARDT:

An organization cannot function effectively without its human resource. Man is at the centre for every organization. Its is the most dynamic force of the organization and thus needs to be handled effectively. Thus the task of recruiting, retaining, training, developing the effective workforce is in the hands of the H.R department. The H.R manager plays a key role for handling all these functions effectively.

4.3 HR VALUES:Costumer centricity Pro activity Measurable results oriented System driven Fairness Positive and Caring Empathy

4.5 HR POLICIES
1. Leave policies PL: - Personal leave for 21 days in a year for each employee. It can be taken as 2 packages in a year. CL: - Casual leave can be taken for 7 days per year. Casual leave are not carried forward to another year. They lapse with the passing year. SL: - Sick leave can be taken for 7 days per year. If the employee is sick more than three days, than he / she has to submit all the report to the H.R. Manager.EL: - Earned leave is given to employees after they have completed their one year with the organization. Earned leave is for 34 days in a year. Earned leaves are carried forward to the next year. 7 METAS ADVENTIST COLLEGE,SURAT.

ADVENTIST WOCKHARDT HOSPITAL, SURAT. PH: - Paid holidays are given to the employees on the organization. Paid holidays comprises of festivals like Diwali, Holi, Mohharam, Idd etc. Paid Holidays are for 10 days in a year for each employee.

INTRODUCTION FOR THE STUDY

1. The aim of the study is to find whether the grievance handling mechanism ensures that employees problems are recognized and appropriately reviewed in a prompt and timely manner. 2. The grievance mechanism acts as a foundation for a harmonious and healthy relationship between employee and employer. 3. The grievance mechanism ensures a fair and just treatment of employees concerns and prompt resolution of grievances without discrimination, coercion, restraint or reprisal against any employee who may submit or be involved in a grievance. REVIEW OF LITERATURE GRIEVANCE Grievance is any discontent or dissatisfaction that affects organizational performance. As such it can be stated or unvoiced, written or oral, legitimate or ridiculous. If the dissatisfaction of employees goes unattended or the conditions causing it are not corrected, the irritation is likely to increase and lead to unfavorable attitude towards the management and unhealthy relations in the organization.

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ADVENTIST WOCKHARDT HOSPITAL, SURAT. The formal mechanism for dealing with such workers dissatisfaction is called grievance procedure. All companies whether unionized or not should have established and known grievance methods of processing grievances. The primary value of grievance procedure is that it can assist in minimizing discontent and dissatisfaction that may have adverse effects upon co-operation and productivity. A grievance procedure is necessary in large organization which has numerous personnel and many levels with the result that the manager is unable to keep a check on each individual, or be involved in every aspect of working of the small organization. The usual steps in grievance procedure are 1. Conference among the aggrieved employee, the supervisor, and the union steward. 2. Conference between middle management and middle union leadership. 3. Conference between top management and top union leadership. 4. Arbitration. There may be variations in the procedures followed for resolving employee grievances. Variations may result from such factors as organizational or decision-making structures or size of the plant or company. Large organizations do tend to have formal grievance procedures involving succession of steps.

Arbitration
Arbitration is a procedure in which a neutral third party studies the bargaining situation, listens to both the parties and gathers information, and then makes recommendations that are binding on the parties. Arbitration has achieved a certain degree of success in resolving disputes between the labour and the management. The labour union generally takes initiative to go for arbitration. When the union so decides, it notifies the management. At this point, the union and company must select an arbitrator.

Guidelines
When processing grievances, there are several important guidelines to consider:

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ADVENTIST WOCKHARDT HOSPITAL, SURAT. Check the grievants title and employment status to determine if he / she are included in a union eligible classification. Note the supervisors respondent obligation under the grievance procedure. Review the requested solution to the grievance. Determine if the relief sought is beyond a supervisors authority to grant. Review all policies or other information related to the grievance. Conduct a thorough investigation of the allegations. Prepare a written response including the reason for the decision and provide a copy to the grievant. Grievance materials should be maintained in a separate file from either personnel files or records. Benefits of having Grievance procedure: The grievance procedure provides a means for identifying practices, procedures, and administrative policies that are causing employee complaints so that changes can be considered. They reduce costly employment suits. A grievance procedure allows managers to establish a uniform labour policy.

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ADVENTIST WOCKHARDT HOSPITAL, SURAT. A grievance system can be a reliable mechanism to learn of, and resolve employee dissatisfaction. It can produce early settlements to disputes or provide for correction of contested employment issues.

OBJECTIVES OF THE STUDY

PRIMARY OBJECTIVE To study the effectiveness of grievance handling mechanism. SECONDARY OBJECTIVE 1. To identify whether the employees are aware of the grievance handling mechanism. 2. To identify whether the grievance handling system leads to a favorable attitude towards the management 3. To identify that the grievance handling system leads to a mutual understanding between workers and the management 4. To know the level of satisfaction towards the grievance handling procedure of the organization 5. To identify the factors influencing the effectiveness of the grievance handling in the organization

RESEARCH METHODOLOGY RESEARCH

Research is a process in which the researcher wishes to find out the end result for a given problem and thus the solution helps in future course of action. The research has been defined as A careful investigation or enquiry especially through search for new fact in any branch of knowledge.

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ADVENTIST WOCKHARDT HOSPITAL, SURAT.

RESEARCH METHODOLOGY
The procedure using, which researchers go about their work of describing, explaining and predicting phenomena, is called Methodology. Methods compromise the procedures used for generating, collecting, and evaluating data. Methods are the ways of obtaining information useful for assessing explanation. 1. Formulating the objectives of the study. 2. Defining the population and selecting the sample. 3. Designing the method of data collection. 4. Analysis of the data. 5. Conclusion and recommendation for further improvement in the practices.

6. Data collection method

Data was collected using Questionnaire. This method is quite popular in case of big enquires. Private individuals, research workers, private and public organizations and even government are adopting it. A questionnaire consists of a number of question involves both specific and general question related to Grievance Handling.

Research design
Research design is the specification of the method and procedure for acquiring the information needed to solve the problem. The research design followed for this research study is descriptive research design where we find a solution to an existing problem. The problem of this study is to find the effectiveness of Grievance Handling at Lucas- TVS Limited.

FINDINGS OF THE STUDY 1. 54.3% of respondents state that they are being provided with temporary relief until final decision is taken.

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ADVENTIST WOCKHARDT HOSPITAL, SURAT. 2. 82.9% of the respondents are between the age group 26-30. 3. 91.4% of respondents state that their supervisors are highly skilled that is the supervisors possess necessary human relation skills. 4. 100% of respondents are aware of the various committees that are framed for redressing their grievance. 5. 88.6% of respondents are highly satisfied towards the decision given by the management. 6. 65.7% of respondents communicate to their co-workers. It is their informal channel. 7. 77.1% of respondents strongly agree that real basis of there is identified. 8. 97.1% of respondents agree that mechanism being followed resolves their grievance. 9. 82.9% of respondents strongly agree that discussion and conference is facilitated rather than executive authority. 10. 45.7% of respondents immediately redress their grievance through committee members. 11. 88.6% of respondents are qualified up to higher secondary. 12. 25.7% of respondents are aware of tei, sga, canteen, transport committees available. 13. 100% of respondents have agreed that there is regular follow up to ensure right decision is given. 14. 100% of respondents have agreed that supervisor is given authority to take action necessary to resolve the problem.

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ADVENTIST WOCKHARDT HOSPITAL, SURAT. 15. When there is deviation in the real basis identification it will be reflected in the level of satisfaction regarding decision given.

SUGGESTIONS AND RECOMMENDATIONS 1. Job descriptions, responsibilities should be as clear as possible. Everyone should be informed of companys goals and expectation including what is expected from each individual. 2. Informal counseling helps to address and manage grievances in the workplace. 3. Conflict management in the organization will be helpful to reduce the number of grievance rates. 4. Open door policy can be used. The barriers that exist between the various categories are to some extent broken by personal contact and mutual understanding. 5. Suggestion boxes can be installed. This brings the problem or conflict of interest to light. 6. Accident rates, Requests for transfers, Resignations, and disciplinary cases should be analyzed since they reveal the general patterns that are not apparent. 7. Temporary relief can be provided so that the delay does not increase his frustration and anxiety and thereby not affecting his / her morale and productivity. 8. CONCLUSION

The study reveals that the Grievance handling mechanism is satisfactory. The organization is recognizing the importance of satisfying the employees and retaining them. Further 14 METAS ADVENTIST COLLEGE,SURAT.

ADVENTIST WOCKHARDT HOSPITAL, SURAT. improvements can be made so that all members are highly satisfied with the procedure. The suggestions and recommendations when implemented will still more benefit the organization.

Limitations of the study

The sample size was restricted to 100 Personal interview was not allowed.

Scope for the study

The project throws light on need for Grievance handling mechanism and this study facilitates the management for further improvement on the same. This study will be useful when similar kind of research is undertaken.

DATA ANALYSIS AND INTERPRETATION

1.

Distribution of respondents regarding Temporary relie

Inference: From the above it is inferred that 54.3% of respondents state that they are being provided with temporary relief and 45.7% stating they are not being provided relief. 2.Distribution of respondents based on age Inference: From the above it is inferred that 17.1% of respondents are between the age group 19-25 and 82.9% are between the age group 26-30. 15 METAS ADVENTIST COLLEGE,SURAT.

ADVENTIST WOCKHARDT HOSPITAL, SURAT.

2.

Distribution of respondents towards supervisors level of skill

Inference: From the above it is inferred that 91.4% of respondents state that their supervisor are highly skilled and 8.6% state that their supervisor is moderately skill 4.Distribution of respondents towards awareness of committees Inference: From the above it is inferred that 100% of respondents are aware of the various committees that are framed for redressing their grie 5.Distribution of respondents towards decision given Inference: From the above it is inferred that 88.6% of respondents are highly satisfied towards the decision given by the management and 11.4% of respondents are moderately satisfied towards the decision. 6.Distribution of respondents towards the informal channel Inference: From the above it is inferred that 65.7% of respondents communicate to their co-workers and 34.3% of respondents communicate to their peer. 7. Distribution of respondents towards real basis of identification of their grievance Inference: From the above it is inferred that 77.1% of respondents strongly agree that real basis is identified and 22.9% of respondents agree that real basis is identified. 8. Distribution of respondents towards mechanism followed resolves grievance or not Inference:

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ADVENTIST WOCKHARDT HOSPITAL, SURAT. From the above it is inferred that 97.1% of respondents agree that mechanism resolves grievance and 2.9% of respondents disagree that mechanism does not resolve grievance.

9. Distribution of respondents towards importance given to discussion and conference Inference: From the above it is inferred that 82.9% of respondents strongly agree that discussion and conference is facilitated and 17.1% of respondents agree that discussion and conference is facilitated. 10.Distribution of respondents regarding whom they redress for grievance Inference: From the above it is inferred that 11.4% of respondents communicate grievances through office bearers, 45.7% through committee members, 8.6% through HR, 5.7 through managers, 20% through union members, 2.9 through counselor, 2.9 through friends and 2.9 through co workers. 11.Distribution of respondents based on qualification Inference: From the above it is inferred that 88.6% of respondents are qualified up to higher secondary, 2.9% of respondents are diploma and 8.6% are under graduate. 12.Distribution of respondents regarding awareness of various committees Inference: From the above it is inferred that 2.9% of respondents are aware of canteen-sga committee,11.4% of respondents are aware of sga-tei-transport committee,17.1% of respondents are aware of transport-welfare-sga,11.4% t of respondents are aware transport, safety, canteen ,11.4% of respondents are aware safety,transport,sga ,8.6% of respondents are aware of canteen,tei,safety,transport,25.7% of respondents are aware tei,sga,canteen,transport,5.7% of respondents are aware transport, welfare, safety and 5.7% of respondents are aware of tei,sga,transport,welfare. 13.Distribution of respondents regarding regular follow up 17 METAS ADVENTIST COLLEGE,SURAT.

ADVENTIST WOCKHARDT HOSPITAL, SURAT. Inference: From the above it is inferred that 100% of respondents have agreed that there is regular follow up to ensure right decision is given.

14.Distribution of respondents regarding supervisors authority Inference: From the above it is inferred that 100% of respondents have agreed that supervisor is given authority.

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