THE EFFECTIVE MANAGEMENT OF EMPLOYEE’S GRIEVANCES AND ITS IMPACT ON ORGANIZATIONAL PERFORMANCE IN CAMEROON: THE CASE OF FAKO BAKERY LIMBE AND NJIEFORBI BAKERY BUEA
By: Jikpu Elenor Wiyshalanyuy | Department of Business and Management Studies | Human Resource Management
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 them effectively.
Key words: Grievances, Grievance procedures, organizational performance