The Role of Effective Grievance Management Procedures in Enhancing the Work Performance

The purpose of this study was to assess the ways in which the grievance management policy, strategies and practices enhance work performance in organizations. In order to meet the objectives of the study, both primary and secondary data have been collected from TPA- Mtwara Port and OLAM (T) LTD - Mtwara Branch. The primary data have been collected through three methods which were questionnaires, observation method and interview method. These include descriptive statistics which has been further analyzed and presented in tables forms. The study findings revealed that, grievances has been occurred to the two selected organizations but in different level, but it happened more at OLAM (T) LTD- Mtwara Branch than TPA-Mtwara Port. Many respondents from two selected organizations have been not satisfied with the grievance policy and strategies, but the level of dissatisfaction at OLAM (T) LTD- Mtwara Branch is higher than at TPA- Mtwara Port. Many grievance solutions at TPA-Mtwara Port base on rule and Laws which include Employment and Labour relation Act. of 2004 and TPA Staff regulations while at OLAM (T) LTD- Mtwara Branch, many grievances decision base on Management demand. Thus made 78% of the respondents from TPA-Mtwara Port to be satisfied with action and existing grievance handling procedure while at OLAM (T) LTD- Mtwara Branch, only 36% of the respondents have been satisfied with action and existing grievance handling procedure. Thus could make the working performance and productivity at OLAM (T) LTD –Mtwara Branch to decrease compared with the productivity at TPA- Mtwara Port. Therefore, it has been recommend to all organizations to be given priority to grievance management systems for the good health of the organizations.

Level dc:type.qualificationlevel

masters

Grantor dc:publisher.institution

The Open University of Tanzania

Year dc:date.issued

2013

Author dc:creator

• Melchades, Victor

• 658 Gerneral management

Language dc:language

en