THE EFFECTIVE MANAGEMENT OF EMPLOYEE’S GRIEVANCES AND IMPACT ON ORGANIZATIONAL PERFORMANCE IN CAMEROON: THE CASE OF FAKO BAKERY LIMBE AND NJIEFORBI BAKERY BUEA

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ABSTRACT
Most privately owned enterprises play significant roles in the society today like Fako Bakery
Limbe and Njeiforbi Bakery Buea. Despite the role, they play they do not seem to have interest
on the employees as regards their grievances and how they are handled. These organizations
have grievances but no laid down procedures for solving and handling them (Manger, 2017). It
is against this setting that this study aims at assessing the level of effectiveness of employee
grievance procedures and how it impacts organizational performance in Fako Bakery Limbe
and Njeiforbi Bakery Buea. More specifically, the study aimed to identify the types of
grievances in these organizations, to examine the level of effectiveness of the grievance
procedures, to examine the impact of effective grievance management on organizational
performance, and to find out the challenges faced by management in handling these grievances.
The study population for this work included workers from both bakeries. The target population
of both bakeries was 200. The total population of employees from Fako Bakery Limbe was 124
and that of Njeiforbi Bakery Buea, 76 giving a total of 200 from which the target population of
the study was determined, per the table of Krejcie & Morgan (1970) the total population 200
made us arrive at 127 as the targeted population for both bakeries. However, 127 questionnaires
were distributed and 87 were refunded. The study made use of multistage sampling technique
by using stratified sampling technique, simple random sampling technique. The data were
collected with the use of well-structured questionnaires and analyzed using descriptive and
inferential statistics. The findings revealed that there are three main types of grievances which
included union or policy grievance, individual grievance and group grievance. The findings
also revealed there are grievances but no laid down procedures for resolving these grievances
thus no effectiveness. Comparing both bakeries, Fako Bakery Limbe is better off than Njeiforbi
Bakery Buea. Objective three, shows there has been an improvement in the number of
customers, and opening of new branches thus rejecting the null hypothesis. Further, the findings
revealed that management face challenges in handling employee grievances such as
ineffectiveness of staff.
The study recommended that management should have laid down
procedures and
make known to employees on how to go about their grievances, a trade union
should be put in place
in order to improve the means of channeling employee grievances and
handling the
m effectively.

 

TABLE OF CONTENTS
DECLARATION
……………………………………………………………………………………………………….. i
CERTIFICATION
…………………………………………………………………………………………………….. ii
DEDICATION ………………………………………………………………………………………………………….iii

ACKNOWLEDGEMENTS ………………………………………………………………………………………. iv

ABSTRACT………………………………………………………………………………………………………………. v

TABLE OF CONTENTS ………………………………………………………………………………………….. vi

LIST OF TABLES …………………………………………………………………………………………………….. x

LIST OF ABBREVIATIONS ……………………………………………………………………………………. xi

CHAPTER ONE ……………………………………………………………………………………………………….. 1

INTRODUCTION ………………………………………………………………………………………………….. 1

1.1 Background to the Study …………………………………………………………………………………. 1

1.2 Statement of the Problem ………………………………………………………………………………… 5

1.3 Objectives of the Study …………………………………………………………………………………… 5

1.3.1 Main Objective ………………………………………………………………………………………………… 5

1.3.2 Specific Objectives ……………………………………………………………………………………… 6

1.4 Research Questions ………………………………………………………………………………………… 6

1.4.2 Sub Research Questions ……………………………………………………………………………………. 6

1.5 Hypothesis …………………………………………………………………………………………………….. 6

1.6 Significance of the study ……………………………………………………………………………………… 6

1.7 Scope of the Study ……………………………………………………………………………………………… 7

1.8 Description of the Study Area ………………………………………………………………………………. 8

1.9 Organization of the Study ……………………………………………………………………………………. 8

1.10 Definition of Terms …………………………………………………………………………………………… 9

CHAPTER TWO …………………………………………………………………………………………………….. 11

vii
LITERATURE REVIEW AND THEORETICAL FRAMEWORK ……………………….. 11

2.1 Conceptual Review …………………………………………………………………………………………… 11

2.1.1 Concept of organizational performance …………………………………………………………….. 11

2.1.2 Concept of Employee Grievance ……………………………………………………………………… 12

2.1.3 Causes of employee grievances by Bhim Chimoriya February 29 2016 ………………… 13

2.1.2. Causes of employee grievances according to Cleverism. 12 November 2017 ……….. 16

2.1.3 Forms of employee grievances according to Dale Yoder …………………………………….. 16

2.1.4. Contributions towards growth…………………………………………………………………………. 17

2.1.5. How to manage employee grievances Cleverism 12April 2017 …………………………… 17

2.1.6 The Effects of Poor Grievance Handling in Organizations by Girija Nupur …………… 18

2.2 Empirical Literature ………………………………………………………………………………………….. 19

2.2.1 Types of employee grievances …………………………………………………………………………. 19

2.2.2 Methods or procedures of effectively solving employee grievances ……………………… 21

2.2.3 Impact of effective management of employee grievances ……………………………………. 26

2.2.4 Challenges facing organizations in managing its employees………………………………… 27

2.3 Theoretical frame work ……………………………………………………………………………………… 30

2.3.1 The procedural distributive theory ……………………………………………………………………. 30

2.3.2 The exit voice loyalty theory of 1970 ……………………………………………………………….. 30

2.4 Research gaps …………………………………………………………………………………………………… 31

CHAPTER THREE …………………………………………………………………………………………………. 33

RESEARCH METHODOLOGY ………………………………………………………………………….. 33

3.1 Description of Variables in the Model …………………………………………………………………. 33

3.2 Research Design ……………………………………………………………………………………………….. 33

3.3 Study Population ………………………………………………………………………………………………. 33

3.4 Sampling technique and sample size …………………………………………………………………… 33

3.5 Data Collection technique ………………………………………………………………………………….. 34

viii
3.5.1 Primary Sources …………………………………………………………………………………………….. 34

3.5.2 Secondary Sources …………………………………………………………………………………………. 34

3.6. Validity and reliability of the instruments …………………………………………………………… 34

3.7 Analytical Approach …………………………………………………………………………………………. 35

3.8 Ethical Considerations ………………………………………………………………………………………. 35

CHAPTER FOUR …………………………………………………………………………………………………… 36

DATA PRESENTATION, ANALYSIS AND DISCUSSION OF FINDINGS ………….. 36

4.1: Social demographic Results ………………………………………………………………………………. 36

4.2 Analysis of research objectives …………………………………………………………………………… 38

4.2.1 Research objective one: To identify the types of employee grievances among the two
bakeries ………………………………………………………………………………………………………………… 38

4.2.2 Research objective two: To examine the level of effectiveness of the grievances
styles management among the targeted organizations in the South west region ……………… 41

4.2.3 Research objective three:
To examine the impact of the effective grievances
manage
ment on organizational performance among the targeted organizations in the South
west region
…………………………..…………………………..…………………………..………………………. 44
4.2.4 Research objective four: To identify the challenges faced by the management in
handling employees’ Grievances in these organizations. …………………………………………….. 46

4.3 Test of hypothesis …………………………………………………………………………………………….. 47

4.4 Discussion of findings ……………………………………………………………………………………….. 49

4.4.1 Socio demographic findings…………………………………………………………………………….. 49

4.4.2 Discussion of findings for objective one……………………………………………………………. 49

4.4.3 Discussion of findings for objective two …………………………………………………………… 49

4.4.4 Discussion of findings for objective three …………………………………………………………. 49

4.4.5 Discussion of findings for objective four …………………………………………………………… 49

4.5 Implication of findings ………………………………………………………………………………………. 50

4.5.1 Socio-demographic findings ……………………………………………………………………………. 50

ix
4.5.2 Implication of findings, objective one
…………………………..…………………………..……… 50
4.5.3 Implication of objective two
…………………………..…………………………..…………………… 50
4.5.4 Implication of objective three
…………………………..…………………………..…………………. 51
4.5.5 Implication of objective four
…………………………..…………………………..…………………… 51
4.6. Limitations of the Study ……………………………………………………………………………………. 51

CHAPTER FIVE …………………………………………………………………………………………………….. 52

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS………… 52

5.1. Summary of Findings ……………………………………………………………………………………….. 52

5.1.1. Summary of findings to objective one: …………………………………………………………….. 52

5.1.2 Summary of findings to objective two: ……………………………………………………………… 52

5.1.3 Summary of findings to objective three: ……………………………………………………………. 52

5.1.4 Summary of findings to objective four: …………………………………………………………….. 53

5.2. Conclusion ……………………………………………………………………………………………………… 53

5.3. Recommendations ……………………………………………………………………………………………. 53

5.4 Suggested Areas for Further Research …………………………………………………………………. 54

REFERENCES ……………………………………………………………………………………………………….. 55

APPENDIX
…………………………..…………………………..…………………………..………………………… 57

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