Grievance Case Study

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INTRODUCTION 1.1 Introduction In the modern world, an organization or an industry or an individual can outperform its competitors by winning over their customers. To win over a customer, better ways of meeting and satisfying their needs are to be adopted. In the case of a service industry, successful teaming up of all employees and their departments for designing and implementing a competitively superior customer value delivery system is a pre requisite for achieving effectiveness. Customer’s satisfaction and retention probably are directly dependent on his experiences. Philip Kotler defined the customer delivered value as the difference between the total customer value and total customer cost. The total customer value is the bundle…show more content…
The company or organization has to consciously and deliberately, organize and manage services. In the absence of expected services, grievance will be the outcome. Grievance often varies to organization to organization and individual to individual. The broadest interpretation of the term would include any discontent or dissatisfaction that affects organizational performance. It can be stated or unvoiced, written or oral, legitimate or ridiculous. Dale Yoder defined grievance as a written complaint filed by a consumer claiming unfair treatment. Professor Pigor and Mayers defined grievance as dissatisfaction. The ILO classifies grievance from an employee perspective. In the study focus is on why do the grievance arise and how it is redressed. The procedure of grievance redressed has direct impact on providing satisfaction to the consumer. The dispute and grievance are viewed as managerial problems and the scientific method used in arriving a satisfactory solution is considered as a tool for ensuring consumer satisfaction. The study is conducted at Jos theatre at Thrissur. 1.2 Scope of the…show more content…
Expert’s assistance is required to analyse data supplied through questionnaire and experimental instruments. There are mainly three objectives of data analysis: getting a feel of data, validity and reliability and testing the hypothesis of the investigation. The various tools and techniques used in this study are the following: • Tabulation: Tabulation is the process of summarizing raw data and displaying it in a compact form for further analysis. In other words it is the arrangement of data in some kind of concise and logical order. Broadly speaking, tabulation is an orderly arrangement of raw data in column and rows. • Graphical Representation: suitable forms of graphic representation are desirable to present data of frequency distributions and statistical computations. It is done along with tabular representation of data. Graphical representation involves use of graphics, charts and other pictorial devices. These forms are very helpful to condense large quantity of statistical data to a form that can be quickly understood at a glimpse. Properly drawn charts and graphs helps to understand the data easily by general public. 1.5 Limitations of the

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