The perceived effectiveness of grievance resolution practices at Eskom.
Mbonani, Jacobeth Phumzile
Mbonani, Jacobeth Phumzile
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Abstract
The objective of this research was to examine and evaluate the perceived effectiveness of Eskom's procedures for resolving grievances. The research aimed
to determine how dissatisfied employees perceived the effectiveness of Eskom's grievance resolution procedures, as it was crucial to establish whether effectively addressing complaints by management could prevent disputes from occurring. Additionally, the secondary objective was to explore the statistical significance of differences in perceptions of effectiveness among sample groups based on age, gender, and union affiliation. The research design entailed a quantitative survey. Following a thorough examination of the literature, a questionnaire survey was undertaken, and the results were statistically analysed. All employees who had been involved in any form of formal grievance resolution proceedings at Eskom in the previous two years were requested to complete the questionnaire. The researcher anticipated that at least 100 employees would respond to the request for survey participation. Questionnaires were completed anonymously using Survey Monkey. A purposive convenient sampling method was applied. Specific recommendations for improving grievance resolution practices at Eskom were made after having conducted the research. The researcher established that there was adequate and effective union representation. This study's objective was to pinpoint the elements that contributed to Eskom employees' belief that specific grievance management methods were unsuccessful at addressing their complaints.
Description
Submitted in partial fulfilment of the degree requirements, Magister Technologiae: Labour Relations Management in the Department of People Management and Development, Faculty of Management Sciences at the Tshwane University of Technology.
Date
2023-10-20
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Tshwane University of Technology