Complaint handling procedures- macro and micro

Every department has its own HOD. So in case of any conflict or any problem
then HOD takes care of it and resolves the problem. It is forwarded/cc to HR only
if it is too serious and needs an attention. The company believes in honesty.
Whatever be the problem the company investigates.

Attendance

Attendance is handled by the HR department. A notice is put on the board

regularly about late attendance. Company believes in self checking. It means
the concerned employee is told to improve his habit by himself, before any
action is taken.

In KKCL, employee loyalty has been high, the main reason being that the
employees in the company are treated well and majority of the employees,
mainly in the management division have been with the company for a long time.
The management and the employees are like a small family.

At the head office during lunch there is availability of Rice-dal so if any one
doesn’t bring the lunch then he is taken care by the company.

Like all companies all over the world, KKCL was also hit by the global meltdown.
But unlike the majority of the companies, there were zero lay-offs in KKCL. The
company took the smart approach in order to deal with recession. E.g. Expenses
on printing and stationery was reduced, because of the design of the head office
the employees get full sunlight and lights are not used during the morning. The
employees felt secured about their jobs even during recession.

If we take into consideration the factory situated in daman, there are no women
employees. These in done keeping in mind the locality as working time many a
times goes late night. so in order to have no issues related to security for women
company doesn’t hire any women employees in daman

Companies policy on return goods

When the goods are ready, there is final inspection taking place. This inspection
is done so that the goods that enter the market are of best quality without any
defects. if the good has no defects then it is marked green and if it has defect
then it is mark red. This procedure makes sure that every employees in
organisation will be able to differentiate between defective & good product.

POM Project Questionnaire

1. What is the hierarchy pattern?

Ans: KKCL was a Hindu Undivided family(HUF).but for the past 8 years, its
now a public limited company.It has a flat organisation.It has total 8
directors out of which 4 are full time directors and other 4 are
 independent directors.Out of 4 full time directors, Mr vikas jain handles 2
brands integrity & lawman while Mr hemant jain handles killer & easies. Mr
dinesh jain heads the production department & factory related activities.
Mr kewal jain is chairman and being the whole and sole of company he
looks after HR, finance , IT , legal.

Organisational structure is formal but the attitude is informal.

2. How many employees in your team?

Ans: KKCL has mainly 3 areas of work namely Head office, factory, Retial
setups. Considering all company has about 2000 employees. But
considering employees working at different franchises, the count rises to
3000. Each director has his own team under him and this team is
responsible for strategising for the respective brand. Strategising includes
marketing strategies and brand promotion. In order to have distinct look
for each of its brand company has a different set of designers for its
brands.

What is the frame work within which company operates?

Ans: company is an old and experienced production entity but currently has got
into retailing. Company believes in and implements Total Quality management.
Inspite of killer being their flagship brand , Quality standards for all the four are
the same. Production for all the four brands is done in same factory. Checking is
done at regular intervals. Uniform production pattern is used for all the four
brands. Because of quality standard being maintained, rejection ratio is low.

HR

Work force: Average age is approximately 30. The work force comprises of
graduates and under graduates who are inturn related to board of directors.
There is no trade union and so there are no strikes.
Appriasal patterns: They do not follow modern methods of appraisal like 360
degree and others. They follow traditional methods like grading and marking.
Appraisal is done at all levels. For example even the peon or clerk can be
promoted to a managers post over the years.

KKCL at time of recession

Ans: Like every company KKCL has also been affected by recession but not to
great extent. The employee turnover ratio was zero. Unlike others company
having job cutting, KKCL was hiring at the same time. There was high rate of
recruitment. There is no fear of job loss among the employees and giving them
Job security.

Cost cutting: KKCL has implemented smart ways of cost cutting.

 At the production level :there is optimum utilisation of resources leading

to low wastage which is self implemented by each and every employee.

 At the administration level: The main motive was to reduce the electricity
bills & telephone bills. Also the finance involved in printing was taken care.
KKCL head office has been designed in such a way that during day time it
doesn’t need any artificial lights. Artificial lights are switched on at
6.00PM.

Outsourcing bt production unit also in retail

Everyone is imp....what does mgmt wants.....still looking forward to evrythng

3. What are the appraisal patterns (is it performance driven or does no of

years matter)?

Ans:

Assembly line production: stages in production single person is imp

Cases studies during recession no1 having loosing d job fear

Wind mill power project generate power s o frm government getting adv

Entire family

Personal n profeesional set up controlling totally......combine both of dem

No other word deadline target very imp

Night nights work to achieve dat

After one day of diwali in season u lost the order

Next time it will make difference

Loss is too much in fashion industry

Not affected

Still profit

Slown steady wins d race

Conservative approach

Cost cutting but done wen required in some cases ( needed or not)

Telephone printing mobile operators

Travel n tourism centralised control

Discipline n 7 o clock office closed so proper working time kept

Leaving jobs due to toilet paper....leaving room n switching off lights

During events only but not daily

Employee councelling: huge sa;lary still employee ;leaves...money is not

evrythng .....der r other problems.....entire department needs to be taken care

As a tool

Satisfaction

Multitasking is there concept here

Not only HR but not fixed KRA...........

Hospital cases...treating everyone gud

Giving money n employment

Food packet sold for 100Rs in diwali

Tomorrow full day training on first ailing facilities for all workers

Dal rice is provided to everyone so evyone can have tea coffee soup

Attendance

All things informed to departmental heads

Intervals: self correction

50 stored evry year

New factory in vapi

State of art machinery G2 environemnt friendly machines

Own hospital from sadri

For grievances go to HOD’s if channel not working they can cc to hr...they go into
macro n micro level details....fast removal of grievances

At senior level, heads persoanlyy looking into it

Excuses taken n den checking it

Evry one has level of working

Trained for tym to tym

Cc to hr watevr is der

Control is tere

Investigate the problem

Genuine problems else heavy payment for it

They stop doing tp after control measures

Clear policy is transparent

Hr policy fair

Hod gets imtimation

Confidence level high

Courage given to juniors

Grievances: hrs reduction in lunch .....

MIS given to everyone

Simple things so dat everyone can handle

Councelling wid department for problems........do or die..

Senior should take blame not allow staff to c dat...no policy reversed