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Thursday, 10 September 2015

Gandhiji’s Views on Industrial Relations – Relevance to the Present day

 Gandhiji’s Views on Industrial Relations –
Relevance to the Present day      
          
                Written By: Dr. Gandham Sri Rama Krishna
Published in the Journal of Facts for You New Delhi, December, 2008, Vol. 29, No.3, PP. 33-37, ISSN: 0970-2652. 

There are industrial laws existing  to regulate the industrial relations and there is still gap  for their amendment to make them more exhaustive. There are agencies such as National Tribunals, State Level Tribunals, Labour Courts, Conciliation Officers and Arbitrators to sort out the disputes arising between workman and the management from time to time and yet the number  of industrial disputes are on the increase. Both the trade unions and the industrialists are busy trying to tilt the political level in their favour to bring about the changes in the labour laws to serve their vested interests. Despite all these laws and an elaborate machinery to enforce them, strikes, lock-outs, closures, cases of violence and use of criminal force are quite common in day-to-day life.
            Industrial relations are perhaps as complex  affair as marital relations ; slight misunderstanding or suspicion can blow up the whole system of understanding and goodwill and respect for each other built up by the parties brick by brick for years together. The principles advocated by Mahatma Gandhi for regulating the labour-management relations are based on his broad concepts of truth and non-violence and they still hold good and can yield the desired results, if given a fair trial. He envisaged the employers and employees as two partners in the manufacturing process. In his social set up, there is no place for economic classes as held by Karl Marx.  Mahatma Gandhi had said “right that do not follow directly from duty well-performed are not worth having”. It is worth noting that Mahatma Gandhi did not insist on performance of duty alone by all concerned. So unless there is a change of heart and outlook on the industrial front for which no single party can be blamed, it is not likely to be much improvement even if there is  another score of legislative measures to the library and create more agencies and officers for the settlement of the disputes. 
M.K.Gandhiji’s philosophy is based upon the “Sarvodaya” principles of “Truth”, “Non-Violence” and “Trusteeship”, in which a class harmony prevails. Gandhiji’s view was that trade union should not only undertakes the functions concerned with improving the economic conditions of workers. But must also try to raise the moral and intellectual through internal efforts. He also emphasized that unions must not only be conscious of their rights but also of their duties. However,  he recognized the workers’ right to strike in industries. He favoured arbitration as a tool of settlement of industrial unrest.  In his view strike is a form of “Satyagraha” to meet the demands of workers and therefore it must be organized and conducted as such.
            According to Mahatma Gandhi the aims and policy of unionism are; it is not anti-capitalist, not again through the cleverness of non-labour leaders, but by educating labour to evolve its own leadership and its own self-restraint, self-existing organization. Its direct aim is not in the least degree political. Its aim is internal reform and evolution of internal strength. 

Gandhiji on  Textile Labour Association (TLA)  
Between 1919 and 1923, scores of unions came into existence. At Ahemdabad, under the inspiration of Mahatma Gandhi and Anusuyaben, occupational unions like Spinners’ Union and Weavers’ Union came into existence, which later on federated into an industrial union known as the Ahmedabad Textile Labour Association (Majoor Mahajan). The Association, ever since its inception, has been a model of sound unionism in our county, based on the Gandhian philosophy of mutual collaboration and non-violence.
From the Babul Tree
          Early in 1918 some 10,000 weavers of Ahmedabad textile industry approached Anusuyaben Sarabhai, and sought her assistance  in securing wage hike. Considering the large number of workers involved in the struggle, she thought it advisable to obtain the advice  and assistance of Gandhiji, who was then at Champaran. Gandhiji felt it to be his duty to render whatever assistance he could and came to Ahmedabad and took up the matter. Shankerlal Banker was asked by Gandhiji to help Anusuyaben in tackling the problem of the textile workers of Ahmedabad. 
             At this juncture, the workers, the mill owners and even the Collector of the District sought the help and guidance of Gandhiji to solve the deadlock. On the suggestion of Gandhiji it was agreed to refer the dispute to a board of arbitration consisting of three representatives of the mill owners and there of the workers. The three representatives of the workers were Gandhiji, Sardar Vallabhabhai Patel and Shankerlal Banker. But before the board could actually begin its work, workers in some of the mills went on strike based on a misunderstanding of the mill owners’ stand, which was utilized by the mills concerned to declare a lock-out and even to back out of the agreement to refer the dispute for arbitration. The mill owners further threatened to oust  all workers  who reluctant to accept their terms.
            Gandhiji was pained at this attitude of the employers. He felt that in view of the denial  by other mill owners to agree to arbitration, the workers had no other alternative except to go on strike. But before Gandhiji gave his approval to the strike, he examined the workers’ case carefully. He came to the conclusion that instead of a demand for 50 percent wage increase made by the workers, it would be proper to scale it down to 35 percent. He accordingly advised the workers to lower their demand to a 35 percent increase. The workers agreed.
            Even then before calling the strike, Gandhiji asked the workers to take a solemn pledge not to go back to work without getting the 35 percent hike in their wages. He explained that the object of the strike was not to force  the employers but to bring about a change of heart through voluntary suffering and that the workers should go through their suffering in that spirit, with faith in deity.     
            He also advised them not to entertain any feeling of ill-will against the mill owners or resort to abusive language or cause damage to the mill owners’ property or resort to violence. He also advised them not to quarrel or rob or plunder, but to behave peacefully in a disciplined manner.
            The strike commenced on February 22, 1918.  Every day Gandhiji  used to address the workers under the shadow of a Babul tree on the bank of the Sabarmati river in Ahmedabad, to remind them of their pledge and to continue the struggle peacefully till the 35  percent increase in wages was secured. It was from the Babul tree that the story of the struggle of Indian labour really began.
            The wages of labour were low and some of them experienced serious difficulty in maintaining themselves. Some friends of Gandhiji had offered funds for the relief of such workers as might be in distress; but Gandhiji felt that the workers, though poor, were self-respecting citizens and should not depend on public charity but strive to carry on their struggle on their own strength. He therefore, made arrangements to provide work for such strikes as were in need of it at the Ashram. But those who came for it found it irksome and gave it up after a day or two and began to talk of going back to the mills. This caused great pain to Gandhiji. Gandhiji exhorted them to remain firm. But he found that mere wordy exhortation would not be adequate. He thereupon undertook a fast to enable the workers to realize the sanctity of the solemn pledge they had given him before launching upon the strike and made them honour it. This was the first fast by Gandhiji for a public cause in India.
            “I am responsible for the organization of Ahmendabad labour. I am of the opinion that it is a model for all India to copy. Its basis is non-violence, pure and simple. It has never had a setback in its career. The organization has never taken part in party politics of the Congress. It influenced the municipal policy of the city. It has to its credit very successful strikes, which were wholly non-violent. Mill owners and labour have governed their relations largely through voluntary arbitration.”
            The AITUC approached Gandhiji with a request to affiliate his Textile Labour Association of Ahmedabad with the AITUC. He replied that he was making a unique experiment in trade union movement and that Ahmedabad was his laboratory for the purpose. He wanted the trade unions throughout the country to be fashioned after his Ahmedabad model, and would therefore wait till such a situation arose. Gandhiji said:

“If I had my way, I would regulate all the labour organizations of India
after the Ahmedabad model. It has never sought to intrude itself upon
the AITUC and ahs been uninfluenced by that Congress. A time, I hope,
will come when it will be possible for the All India Trade Union Congress
to accept the Ahmedabad methods and have the Ahmedabad  organisation
as part of the All India Union. I am in no hurry. It will come in its own time.”


Gandhiji’s First Abstention 
            Gandhiji told a morning meeting of the workers on the day he had decided un-to-death, that he would not touch any food till they got their demands conceded. Some of the workers also volunteered to fast with him. But Gandhiji dissuaded them from doing so, and told them all that they had to do was to be faithful to their pledge and remain firm on continuing the strike.
            On the first day of the fast Anusuyaben Sarabhai and several other leaders fasted too. But Gandhiji persuaded them to desist from the fast and asked them to look after the striking workmen. Gandhiji’s   decision to go on fast was spontaneous and not the result of prior planning. He clarified later on that the object of the fast was not to coerce the employers. It was a fast against the workers who failed to honour the pledge solemnly undertaken by them on the eve of the strike. In a way, the fast was against himself, for Gandhiji felt that he had wrongly assessed the value to be attached to the pledge given by the workers. According to him the leadership must be able to correctly assess the workers’ capacity, standing the pledge they took.
            Gandhiji’s fast electrified the atmosphere. Those workers who stealthily returned to work found their conscience biting them. It did not permit them any longer to go to work, and the strike became complete immediately the news of the fast spread. The workers came in large numbers to the Ashram for work. Even those who were not in need of work came, worked and donated their earnings for the relief of the needy. The new spirit thus generated increased their strength and helped the settlement that was to follow. Three days after the fast commenced, the mill owners agreed to accept arbitration ; and the strike which had lasted 25 days was immediately called off.

Gandhiji’s Involvement 
            Mahatma Gandhi came to Jamshedpur  in 1925.  C.F.Andrews maintained his friendly relations with the Jamshedpur workers. Soon after Gandhiji’s arrival the situation grew better. The management agreed to implement the agreement. They recognized the Association, reinstated Sathaye  who continued to function as General Secretary of the Association.
            Gandhiji’s intervention had a far greater effect than even the expectations of the Association. One of the terms of the Gandhi-Tata agreement was that the Steel company would deduct the monthly subscriptions of the workers from their pay and hand them over to the Assocation. Gandhiji wanted the Jamshedpur Labour Association to be built on the Ahmendabad model. Sathaye was sent to Ahmedabad to study and have a first-hand knowledge of the trade union activities there. Subhash Chandra  Bose had by then become President of the Association. In 1930, Gandhiji’s call came for mass civil disobedience in the country. The Jamshedpur workers also responded.   

Hindustan Mazdoor Sevak Sangh
            There was a Sangh called the Gandhi Seva Sangh in which some of the top leaders of the country were members. They had a firm faith in Gandhian philosophy.  The Gandhi Seva Sangh had a Labour sub-committee under the Chairmanship of Sardar Vallabhbhai Patel. At a meeting of the Sangh in Bridavan in 1938, it was felt that in view of the growing importance of labour work. It was therefore decided that a separate, independent specialized agency should be created to train labour workers, to assist them to find a suitable field for work and maintain them, if necessary, for a time, till they became self-supporting. The new organization that was formed pursuant to this decisions was the Hindustan Mazdoor Sevak Sangh.

The Principles of Arbitration
            The principle of arbitration is the main plank of Gandhian philosophy. One arbitration is offered, there is no need for a strike. Arbitration eliminates violence and the compulsion which may be present  even in peaceful struggles. Arbitration teaches people tolerance and conciliation. Gandhiji’s fast ultimately was not directed against or for any body. It was for the acceptance of a new way of settling industrial disputes. Both labour and management had love for him; and Gandhiji’s fast was to reform the loved ones on both sides. The erring labour which would ignore its solemn undertaking, the mighty mill owners who would refuse to accept arbitration both had to be corrected; and Gandhiji’s fast served this double purpose admirably.  This epic struggle gave the Indian trade union movement a new technique, viz., arbitration. This led to the foundation of a mighty union, the Textile Labour Association which came into existence early in 1920. Gandhiji not only led the 1918 strike, but also guided the affairs of the Textile Labour Association for a number of years. He was a member of its advisory committee till his death. 

Gandhiji’s Philosophy on Trusteeship
            Gandhiji was the first person to propound the philosophy of co-trusteeship. The general opinion that one who invests capital is the employer is not altogether correct. He is only employer of labour, just as labour too,  is the employer of capital. Both labour and capital are therefore mutually employers and employees. But the real employer is the community, as it is the community that gives employment to both labour and capital and the object of the joint Endeavour of labour and capital should therefore be to serve the community. Gandhiji, therefore, wanted that workers should work in industry as co-workers and the so-called owners should work in industry as co-workers with labour. This would help in gradually substituting the present relationship of master and servant between capital and labour to that of co-partnership.
             Commenting on the ideal labour-management relationship, Gandhiji observed: “The relations between the mill agents and  the mill hands ought to be one of father and children or as between blood brothers. I often heard the mill owners   of Ahmedabad refer to themselves as masters, and their employees as their servants. Such loose talk should be out of fashion in a place like Ahmedabad, which prides itself on its love of religion and its love of Ahimsa, for that attitude is a negation of Ahimsa. What I expect of you, therefore, is that  you should hold all your rights as a trust to be used solely in the interest of those who sweat for you and to whose industry and labour you owe all your position and prosperity. I want you to make your labourers co-partners of your wealth. I do not mean to suggest that unless you legally bind yourself to do all that there should be a labour insurrection. The only sanction that I can think of in this connection is mutual love and regard as between father and son, not of law. If only you make it a rule to respect these mutual obligations of love, there would be an end  of all labour disputes.”

Workers’ Participation in Management
            Gandhiji philosophy of co-trusteeship arose, thus from the conviction that both labour and capital area co-trustees in whose hands the  welfare of the community is entrusted. He therefore wanted both labour and capital to consider themselves as co-servants of the society. Arising out of this is workers’ participation in management. The sponsoring of a scheme of workers’ participation in management through Joint Management Councils by the Government of India was, therefore, the logical implementation of the philosophy of co-trusteeship. It was at the 15th Session of the Indian Labour Conference for the first time that Nanda, as Labour Minister of the Government of India, brought on the agenda the subject of Joint Management Councils.          
             


Conclusion
          Mahatma Gandhi was a visionary. Mahatma was no fractured vision for world and man. Universality was its fundamental basis, blossoming process and ultimate fruit. As he hoped for India to provide a lead to rest of the world, that is the present globalization. Mahatma Gandhi wanted workers associations in industries  to exhibit unity among themselves and solidarity with the enterprises they formed a part of. Gandhiji told  to Anusuyaben Sarabhai the president of Mazdoor Mahajan, the union of mill workers in Ahmedabad (where many eventful decades previously he had himself launched his first workers campaign), “you have asked for a message for worker’s day   my life is my  message”. 
          He continued the workers have assimilated the teaching of Ahimsa there could be no division of workers and no trace of untouchable. If the worker wants equality with the employer, he should look upon the mill. As his own property and protect it. The workers have to learn more lessons before they can hope to become partners with the original owners of the mills. If they know this let them remember the lesson and march forward.
            Gandhiji was the father of trade union movement and even today the industrial workers are suppose  to follow Gandhiji philosophy of non-violence. The present day workers are looking their patience and resorting to ransack the industries where they are working which is a bad sign for industrial growth. Gandhiji is the kingpin for the formation of trade unions in India but totally against violence of the employees. He opted ahimsa and truth which brought independence to our nation the same thing he guided and advised to the workers. In the word of Mahatma Gandhi   “God created man to work for his food and said that those who ate without work were thieves”. ‘Gandhiji espoused  to labour’. Economic equality will come only through hard work, sincerity, devotion, truthfulness and ahimsa.                

References
  1. A.M.Sarma(1996), “Industrial Relations”, Himalaya Publishing House, Mumbai.
  2. C.S.Venkata Ratnam(2006), “Industrial Relations”, Oxford University Press, New Delhi
  3. G. Ramanujam (1990), “Indian Labour Movement”, Sterling Publishers Pvt. Ltd, New Delhi.
  4. K.K.Ahuja(1988), “Industrial Relations”, Kalyani Publishers, New Delhi.
  5. S.C.Srivastava ( 1995), Industrial Relations & Labour Laws, Vikas Publishing House Pvt. Ltd, New Delhi.
  6. Thomas Vettickal (2002), “Gandhian Sarvodaya: Realizing a Realistic Utopia”, Gyan Publishing House, New Delhi.
  7. V.Ramamurthy(2003), “Mahatma Gandhi, The Last 200 Days”, The Hindu, Kasturi & Sons Ltd, Chennai.



Significance of Consumer Protection and Awareness Programmes

Significance  of  Consumer Protection and Awareness Programmes

Written By: Dr. Gandham Sri Rama Krishna,
Published in the Journal of Facts for You, New Delhi, June, 2008, 
Vol.28, PP.33-37, ISSN: 0970-2652.
                       
 Mahatma Gandhi given a definition regarding the ‘Consumer’ in his own way, that is “Consumer is the most important visitor of our premises.  He is not dependent on us, we are dependent on him. He is not an interruption to our business.  He is a part of it. We are not doing him a favour by serving him.  He is doing us a favour by giving us an opportunity to do so”. Therefore, It is an established fact that consumer is a sovereign or a boss in a market economy. It is said customer satisfaction is the best testimony of future profits of the company. One of the main aim  of business organisation is profit seeking through customer satisfaction.
 Modern business is an integral part of current day society. It has a great social responsibility towards the well being of society. Therefore consumer is an important component of society and business has an obligation to him. But, when the goods are short in supply the products charge high prices and consumers have no choice other than to purchase what is available. Therefore, consumer is to be protected from unsafe products, poor quality of goods and services, high prices, unfair trade practices and misleading advertisements. Therefore, it is necessary for an awareness to prevail amongst the consumer to protect them from unscrupulous trade practices and to give them the idea of the utility of money spent by them.
India is a vast country where a majority of consumers are poor, helpless and disorganised. The consumer movement in India is as old as trade and commerce. Even in Kautily’s Arthashastra, there are references to the concept of consumer protection against exploitation by the trade and industry with respect to quality, short weight and measurement, adulteration etc. Till recently, there was no organized and systematic movement for safeguarding the interests of consumers.    
Consumer education  is inevitable to guard against the possible dangers of modern society. Most of the well developed countries are ahead of this exercise whereas in the developing countries like India, the consumer disputes redress machinery developed under The Consumer Protection Act 1986, has been making sincere efforts to ensure justice to the consumers. The voluntary consumer organizations are engaged in creating consumer awareness, however, mass illiteracy posed a solid obstacle to achieve rapid progress in consumer education. Consumer protection is nothing but safeguarding the interest of consumer against the abuses of marketers. Despite all the efforts from the side of the governments, consumer apathy is still posing a serious problem to strengthen consumer movement especially at grass-root level. Increasing complexity of economic activity in recent times on account of globalization resulted in confusion among the consumer class and the problems faced by our Indian consumer need to be addressed with great caution.
There is an urgent and increasing necessity to educate and motivate the consumer to be wary of the quality of the products, and also the possible deficiencies in the services of the growing sector of public utilities. The consumer should be empowered with respect to his rights as a consumer. He should be equipped to be vigilant with a discerning eye so as to be able to protect himself from any wrongful act on the part of the trader. 
 
Consumer Awareness Programmes (CAP) 
CAP intends to provide single window service in vital areas such as ;
ð  Consumer protection
ð  Human resource development
ð  Anti- poverty programmes and rural development
ð  Rural industrialization and technical consultancy
ð  Adult education and vocational guidance
ð  Health and family welfare
ð  Women and child welfare
ð  Environmental protection
ð  Legal aid  for the poor people.

v  Consumer Awareness Programmes for Rural People:
The need of the hour is, therefore, to educate the common consumers particularly those in rural areas who are more susceptible to exploitation. Once they are educated and made aware of the schemes that have been drawn up for their benefit and also the redressed forum that is available, the benefit of various schemes, in true sense, will reach the common consumers of the country.  
Recognizing the importance of the problem, the Government of India and State Government have initiated steps to introduce dispute redressal mechanism by way of Consumer Protection Act, but a lot more has to be done in the area of creating awareness on the part of the consumer to facilitate his seeking suitable remedy wherever there is a need. This become more important in the rural areas. 
ð  Publish periodical and product specific booklets, pamphlets, cassettes, Compact Discs(CDs), Slides, documentary films and other devices of mass communication for promoting consumer awareness in English and regional languages, highlighting the problem in specified areas like real estate, public utilities, non-banking financial agencies et.
ð  Promote general awareness of the rights of the consumer by encouraging consumer education and supplying information.
ð  Study the available legal remedies, analyze and suggest new measures for the effective and better consumer protection.
ð  Organize and conduct seminars, and thus provide a platform for threadbare discussion of the issues and evolve suitable remedial action.
ð  Conduct motivational campaigns for groups of potential customers both in urban and rural areas.
ð  Coordinate programmes organized by Central and State Governments.
ð  Establish links with educational institutions like universities, colleges, to emphasize the need for improving consumer education in the curriculum.    
ð  Interact with national level orgnisations like NISIET, NIRD, ASCI etc., to explore possible collaboration and organize awareness programmes for their clientele and undertake research projects.
ð  Organize a database enabling the consumer retrieve the required information in a less expensive and quick way. Set up a website www.scdrc.ap.nic to publish information, news including judgements, articles, on product analysis and related matters for the guidance of consumers to have informed choice of product service, redressal agencies and mechanisms.    

v Awareness Programmes For Young Consumers:
Consumer education is an important part of this process and is a basic consumer right that must be introduced at the school level. With the increasing changes in economic conditions, the children especially are becoming young consumers at an early age. Children must learn to obtain information about goods and services, understand the psychology of selling and advertising, learn to shop wisely and distinguish between wants and needs. They must also understand the alternatives of conserving and saving rather than buying and consuming. Children are spending more of their leisure time watching  television at the cost of other pursuits such as reading or sports. With the introduction of a number of specialized satellite channels, television enjoys a large viewership base consisting of children. Exposure to the marketplace as young shoppers has made most children aware of the different kinds of products that are available. Advertisements are no doubt an important source of information as they help to inform consumers about the availability of different products before making their choice. A majority of the advertisements are aimed at young children today, especially those covering food products, beverages and cosmetics. Advertising influences the food preferences and eating habits of children to a large extent. Unfortunately, many advertisements make false promises, are highly exaggerated and give incomplete descriptions of products. The media, schools and parents along with consumer groups need to help children develop the ability to understand the purpose of advertising. There is so much more information available to children that they must perceive the importance of distinguishing between different sources of information. The consumption patterns are  changing fast and children today are very clear on their choices regarding food, clothing, cosmetics or accessories. Parents are increasingly permitting their children to take decisions when shopping. It then becomes very important for children to check label details before buying products. Children can be taught to shop wisely and a few simple precautions will ensure that they choose the right product at the right price. It is but natural that parents wish the best for their children, and strive hard to fulfill their demand.
Consumer education also involves environmental education as it deals with the importance of natural resource and sustaining the environment, including the direct health effects of environmental pollution and toxic products on consumers. Schools must incorporate consumer education into school curriculum as it is important to impart the practical skills and critical ability needed to cope with social and economic changes.
      
v Common Factors to Guide the Consumers:
Some factors to protect themselves from the probable dangers. These include:
ð  Protecting against products that are unsafe or endanger the health and welfare of the consumer.
ð  Protecting the consumers against deceptive and unfair trade practices by enabling them to exercise their rights with easy means of redressal
ð  Protecting the consumers from ecological and environmental effects of chemical, fertilizers or refinery complexes on account of their impact on water, air and food which endanger human life. Consumers must be educated to protect themselves from all sorts of pollutions so that they can live in healthy environment.
ð  Organizing themselves as responsible groups to prevent exploitation taking advantage of general apathy, indifference and helplessness in a State administration.
ð  Organized consumer behaviour can put an end to the prevailing malpractices like profiteering, black marketing, hoarding adulteration, short weights and measures, misleading advertisements and tall claims in marketing strategies.
ð  To provide better protection to the rights and interest of consumers
ð  To provide protection against the unfair trade practice and restrictive trade practice of sellers
ð  To provide redressal to consumer disputes.  Like District forums, State Commission, and National Commission.

In the market, some of the traders has been commit two types of trade practices like unfair trade practice and restrictive trade practices. The Consumer Protection Act main objective is to protect the consumers from these trade practices.  
ð  Unfair Trade Practice means misleading advertisement and false representation and false offer and bargain price and schemes of offering gifts and prizes. Unfair trade practice like false and misleading description about the nature and quality of the goods, exaggerated statements about their power and potency and using false weights and measurements have been causing loss or injury to consumers of such goods and services.
ð  Restrictive Trade Practice  means any trade practice which requires a consumer to buy, hire or avail of any goods or services as a condition precedent for buying, hiring or availing of other goods or services. This is called tie up sales.

v  Rights of the Consumer

     The welfare of the consumer lies in the fulfillment of his normal and legitimate expectation with regards to the goods and services the consumer education is a basic consumer right. The consumer is worried about the quality, quantity, price and timeliness of the supply of goods and services.  In India, the Government has taken many steps including legislative, to protect consumers.  Consumer Protection Act lays down the rights of the consumer. The rights are executed by  the Central  and State and District consumer protection councils. 
ð  Right to safety: The right to be protected against  the marketing of goods which are hazardous to life and property
ð  Right to be informed: About the quality, quantity, potency, purity, standard and price of goods so as to protect the consumer against unfair trade practices.
ð  Right to Choose: It means right to be assured, wherever possible, access to a variety of goods and service at competitive prices. In case of monopolies i.e., railways, telephones etc., to means right to be assured of satisfactory quality and services at a fair price.
ð  Right to be heard: To be assured that consumer’s interest will receive due consideration at appropriate forums.
ð  Right to seek Redressal: Against unfair trade practice or exploitation of consumer, and
ð  Right to Consumer Education: the most important step in consumer education is awareness of consumer rights. It means the right to acquire the knowledge and skill to be an informed consumer. Consumer education assumes considerable importance not only to develop healthy business climate but also to  enable the consumers to exercise the sovereign right to demand, justice and fair trade practices. Education is a life long process of constantly acquiring relevant information, knowledge and skills. However, consumer education is incomplete without the responsibilities and duties of consumers, and this influences individual behaviour to a great extent.

Consumer protection in the marketing sense is a thing of the past. There is a feeling that consumer associations in developing countries should stress more on fundamental causes which will be of interest to environmentalists rather than consumer unions in the west. In the case of production policy, the problems of quality in terms of brand proliferation, planned obsolescence and after sales services are obviously not in favour of consumers. Similarly, the media and the category of product rarely the truth in advertising. Such issues real or imaginary are galore in marketing practice. Further, marketing contributes to pollution through its expansion and promotion of disposable products. Moreover, it is strange that society on the whole seems to prefer the added convenience of disposability but increasingly, voices objections to the added pollution involved. 

In this customer awareness programmes the following two concepts are also important to follow the organizations and customers.

a)      Customer Relationship Management(CRM):
Customer relationship management means business strategies that help identify, manage and personalize the needs of a corporate present and potential customers, and develop a method, which leads to long term profitable customer relationship. It also means to provide such services to the customers that exceeds their expectations.  
CRM is not a product or service, rather a strategy used to learn more about customer needs and behaviour in order to develop stronger relationship with them. The more useful way to think about CRM is as a process that will help bring together lot of pieces of information about customers, sales, marketing effectiveness, responsive and market trends. CRM focuses not only on retaining customers but also getting new ones. McDonald conformance to QSCV- Quality, Service, Cleanliness and Value that failed to conform to the product or service are given up. Basically a customer is one who tries to enhance the sales of his/her products. Here the needs, facilities, services and support of the customer are hardly taken into consideration; CRM provides the needed customer communication, interaction, acquisition, retention, penetration and reactivation. This inherently integrative action such as sales, marketing and customer service, customer care strategies require a significant commitment on the part of the management. Customer perceptions are based on “easy access to relevant information, customer service, value, quality of products and services, convenience, speed and ease of use”. The contrast between traditional sales approach and Key Account Management (KAM) programs is to engage customers in relationship marketing. It is observed that customer relationship can be strengthened in building, maintaining and enhancing the role of information technology (IT). The Objectives of  the CRM are as follows:
ð  Better customer service through automation
ð  Provide faster response to customer inquiries.
ð  Keeping deep knowledge of customers
ð  Discovers new customers. Retaining old customers and turn them into loyal customers.  

b)     Total Value Management(TVM)
TVM focuses on the consumer oriented approach and reduces total cost of meeting customer requirements every time. TVM largely depends on such key requirements as innovation, performance, productivity, improvement and delightment. Delighting is a matter of adding unexpected surprises (consumer surplus) to the consumers. TVM seeks to develop, improve, implement, control costs and tone up human resources. In a word, TVM focuses its attention on customer delight, continuous quality improvement (CQI) and employee involvement (participatory process and team building) which leads to continuous human development in terms of utilizing employees to their fullest potential. TVM is based on five interdependent elements to make the structure effective: they are products, process, organisation, leadership and commitment. We are aware, an organisation has to strive its best initially to make the product quality oriented. Without strengthening the base of the process, the organisation remains ineffective. To make it effective, leadership and loyal bottom up commitment are called for. Quality can be retained and enhanced by continuous process of everything by everyone. Thereby products, processes and people can be endlessly enhanced. It also promotes “continuous improvement of everything by every one” (Kaizen). Quality is “the degree of goodness or worth of  a person, place or thing.” Quality is an attribute that can be assessed quantitatively. The aim of the organisation is to succeed by satisfying customer needs better than its competitors.

Functioning of  Grievance Cell:
            Bureau of Indian Standards(BIS) has a full-fledged Grievance Cell functioning at the headquarters in New Delhi and Public Grievance Officer at all Regional & Branch Offices to provide consumers with prompt attention and speedy redressal of their grievances. In case of any complaint about the quality of its Market products, the consumers should get in touch with the nearest office of the BIS. The Central Government has made BIS Certificate Scheme compulsory for items meant for mass consumption, consumer safety, health and energy conservation. Hallmarking of Gold Jewellery is a purity Certificate Scheme of BIS. Hallmarked jewellery has to go through stringent norms of manufacture and quality control. BIS has a system of attending the complaints and redressal by way of replacement, repair of ISI Marked products in case the complaint is found to be genuine. Necessary actions are taken to ensure that corrective measures are taken by erring manufacturers so that other consumers are not put to inconvenience. Such complaints are also treated as feedback information on the performance of the manufacturers who are granted licence to use ISI Mark on their products.  
             

Conclusion:
            The medieval proverb says merchant has no nation. It means that a trader can view the entire world as one country for his operations. The globe is just like one country for business. In the global, organizations have crossed the boundary of the country in terms of their business operations. In this globalize world consumer is one of the victims of trade. The consumer is in a fix to decide what to purchase, what not to purchase because in the market the same products are available in deferent prices. And he is unable to decide what is the real price of an product. If at all the consumer challenging in the consumer forum. He has to wait for the orders month together. The  misleading advertisements, false statements, false advertisements,  false offers, food adulteration, bargaining prices, schemes offering, gifts and prizes offering, misleading of quantity, quality, and purity are an unfair trade practice and restrictive trade practice committed by traders and sellers.
            The consumer will becoming a victim of parasite and traders. The present luxurious world in turbulent environment the consumers are exploited by the traders to the maximum extent, because consumers don’t have leisure time to protest or fail a case against illegal trade practice. Hence, the government and voluntary organizations must come forward  to check exploitation of consumer.           

Reference:
  1. Avtar Singh(2003), Law of Consumer Protection, Eastern Book Company, Lucknow.
  2. Deon (2004), Buyer Behaviour, Oxford University Press, New Delhi
  3. Dr. S.L.Gupta, Sumitra Pal(2001), Consumer Behaviour, Sultan Chand and Sons, New Delhi.
  4. David L.Loudon, Albert J. Della(1993), Consumer Behaviour, McGraw-Hill International New Delhi.
  5. Haw Kins, Best, Coney(2002), Consumer Behaviour: Building Marketing Strategy, Tata McGraw Hills Publishing Company, New Delhi
  6. Henry Assael(2005), Consumer Behaviour, Wiley India, New Delhi.   
  7. Jayshree Mulherkar(2008), “Costomer Relationship Management”, Management Education Journal, Feb. PP.40-41. Vol.3, Issue:2.  
  8. James F.Engel, Roger D. Blockwell, Paul W. Miniard(1990), Consumer Behaviour, The Deyden Press, Chicago.
  9. K.R.Bulchandani(2006), Business Law for Management, Himalaya Publishing House, Mumbai.
  10. Kazmi(2003), Consumer Behaviour, Excel Books, New Delhi
  11. Leen G. Schiffman and Leslie Kanuk(1996), Consumer Behaviour, Prentice-Hall of India Pvt. Ltd., New Delhi.
  12. Mukesh Chaturvedi and Abhinav Chaturvedi(2004), Customer Relationship Management: An Indian Perspective, Excel Books, New Delhi
  13. M.S.Raju, Dominique Xardel(2006), Consumer Behaviour, Vikas Publishing House Pvt. Ltd., New Delhi
  14. Neelkanta.BC., H.B. Anand(1992), “Educating the Consumer”, Social Welfare, 37(11-12).
  15. P. Leelakrishnan( 2003), Consumer Protection and Legal Control, Eastern Book Company, Lucknow.
  16. P.Saravanavel and S.Sumathi(2005), Business Law for Management, Himalaya Publishing House, Mumbai. 
  17. Parmeshvar.K.R(1988), “Protect Consumer Against Quality  Tricksters”, Yojana, 32(5).  
  18. S.S.Gulshan(2004), Business Law, Excel Books, New Delhi.
  19. Suja R.Nair(2002), Consumer Behaviour in Indian Perspective, Himalaya Publishing House, Mumbai.  
  20. www.consumereducation.in 
  21. www.consumeronline.org   
  22. www.scdrc.ap.nic 
  23. www.shobhaiyer.com




Self-Discipline: A Path to HR

Self-Discipline: A Path to HR

Written By: Dr.Gandham Sri Rama Krishna
Published in the Journal of HRD News Letter, Hyderabad, January, 2008,  Vol.23, Issue.10, Pp. 32-33.
Discipline is direction. It is a prevention before a problem arises. It is harnessing and channeling energy for great performance. Discipline is not something you do to others, but something you do for those you care about. It is an act of love. We need to learn from the nature. It is intangible. Discipline signifies orderliness, it does not mean a strict and technical observance of rigid rules and regulations. It is rooted in the psychology of the individual. Discipline is to be nurtured through education and training. Discipline is creation of awareness and formulation of right attitude. Disciple is time management, which helps in effective utilization of time. One of the important aspect of discipline is that it should be self-inculcated. Self-inculcated discipline is the best form of discipline. It does not call for any intervention, supports positive discipline and avoids negative discipline. A self-disciplined individual is more aware and contributes in the growth and development of self. He exploits his potential to the fullest and also saves on individual efforts.    
There are two aspects of discipline viz., positive and negative. First aspect  is ‘Positive Discipline’  is nothing but positive direction. Human resource believe in and support discipline and adhere to the rules, regulations and desired standards of behaviour. Positive discipline takes the form of positive support and reinforcement for approved actions and its aim is to help the individual in moulding his behaviour and developing him in a corrective and supportive manner.  
Second aspect is ‘Negative Discipline’. Human resource sometimes do not believe in and support discipline. As such, they do not adhere to rules, regulations and desired standard of behaviour. As such discipline programme forces and constrains the human resources to obey orders and function in accordance with set rules and regulations through warnings, penalties and other form of punishment.   
The main aim of discipline is to obtain a willing acceptance of rules and regulations of an organization in order to attain the organizational goals. Two different attitudes towards discipline are in action today- the autocratic and democratic. ‘Autocratic method’   of discipline is enforced by constant supervision by the superior and threats of punishment. The trouble with this type of discipline is that it does not take into account the desires of those commanded, it appeals only to the fear motives and not other positive motives and also requires constant supervision. The next method is ‘democratic method’ of discipline. It means as an orderly conduct of affairs by members if an organization who adhere to its regulations even if they desire a harmoniously cooperation within the group and hope that their reasonable wishes are accorded recognition to be brought to reasonable union with the requirements of group in action.
Self-Discipline in the Organizations
The best discipline is self-discipline. Obviously, if employees feel that the rules by which they are governed are reasonable, they will willingly observe them. Rules are respected not for fear of punishment but for their legitimacy. With the development of the human relations approach in industry, increasing attention is being given to employees as individuals. The human relations approach lay emphasis on developing sanctions from within, in contradiction to the traditional viewpoint which believes in controlling the employees from outside. According to the new approach a sense of responsibility is inculcated amongst the employees by means of increased participation, delegation and job enlargement.
            Discipline is required only when all other measures have failed. Management should ideally try to established what has been called ‘positive discipline,’ an atmosphere in which subordinates willingly abide by rules which they consider fair. In such an atmosphere the group may well exert social pressure on wrong-doers and reduce the need for negative discipline. While disciplinary actions involve penalties has dangerous implications, management must fully know when, why, how and to whom the disciplinary  action should be taken. Therefore, this action will gain its purpose with a minimum loss of employee good will. Even when the conduct of an employee deserve punishment, he accepts it with some amount of ill-feeling. However, to forgo punishment when it is due, is to invite trouble and to inflict punishment when it is not due,  is doubly dangerous.
            Many employees prefer an orderly atmosphere to work. If management does not deal effectively with those who violate rules, the disrespect for order will spread to the employees who would otherwise prefer to comply. HRM department people are not “axe men’. HRM department has a heavy responsibility to aid all executives in taking disciplinary action. 
Discipline makes a man in the society. If discipline were practiced in every home juvenile delinquency would be reduced by 95 percent. Discipline gives freedom. Discipline controls mind set and makes the mind set to think  on the right direction. 
            Now, where does this discipline start ? It starts at home. Parents must discipline their children first. It continues in schools and then colleges. When a man completes his education, then who is there to discipline him ? He has to discipline himself. It is known as self-discipline. 
Self-discipline always built character and personality. It helps in increasing effectiveness, efficiency and productivity. It is morale building and preparing the individual to meet upcoming challenges by instilling confidence in him. Imposed self-discipline hardly brings about the desired results. Self-discipline is a must for the success of any people. There are examples of people who have talent and ability but fails in achieving success; it is only due to lack of self-discipline.
            Self-discipline means following a code of conduct or observing some rules and regulations.  Discipline can take two forms, one form is external discipline. This entails following the laws of the land or some norms of a group or society. This type of discipline is imposed on the person, from outside. An individual is supposed to follow these rules and regulations. A violation of these rules generally invokes some kind of punitive action, while meticulously following the same, gives him some benefits.
            The other form of discipline is that which comes from within. The source of this is an individual’s conscience. In this context, an individual due to his high sense of ethics and morals feels the need for voluntary controls and discipline. He feels the need to control his body, his senses and the mind. He tries to conserve the energy within and focus it to achieve the higher spiritual goal. 
            The practice of self-control is often difficult and painful, but ultimately it gives the practitioner great joy. Only this type of self-discipline helps a man build his character and make his personality balanced and integrated. The kind of self-control cannot be achieved unless a man has a high and lofty spiritual goal. This type of individual has a deep concern for others and feels from within. It is a human resource duty to help his fellow beings overcome difficulty. This type of individual feels he should try his level best, to ensure that none of his fellow beings are a victim of poverty or misery. His own happiness depends on the happiness of others. The source of his motivation is the welfare of others. This aspiration of his is untarnished by any desire for reward or compensation.   
            Self-discipline does not kill joy but builds it. We know human resource  with talent and ability and yet they are unsuccessful. They are frustrated. And the same behaviour pattern affects their business, their health, and their relationships with others. They are dissatisfied and blame it on luck without realizing that many problems are caused by lack of self-discipline.

Reference:
  1. Biswanath Ghosh(2007), HRD and Management, Vikas Publishing House Pvt. Ltd. New Delhi.   
  2. L.M.Prasad(2006), Human Resource Management, Sultan Chand & Sons, New Delhi.
  3. Swami Aksharatmananda(2006), Problems and How to Face Them? Sri Ramakrishna Seva Samithi, Bapatla.
  4. Swami Budhananda(2006), Will-Power and Its Development, Advaita Ashrama, Kolkata.
  5. Swami Satyarupananda(2004), Pillars of Prosperity Eternal Values of Management, Shri Sant Gajanan Maharaj, Shegaon.
  6. Shiv Khera(2004), You Can Win, Macmillan India Ltd, Delhi.
  7. V.S.P.Rao(2006), Human Resource Management, Excel Books, New Delhi.
  8. Vikas Shrotriya(2007), Discipline, HRM Review, October, ICFAI University Press, Hyderabad.






Employee Empowerment - Sluggish Changes

Employee Empowerment - Sluggish Changes
Written by: Dr.Gandham Sri Rama Krishna
Published in the Journal of HRD Times, Chennai, January, 2011, Vol.13, No.1, PP. 8-9, ISSN:0976-7401.

            Empowerment  is the  activity  of passing authority and responsibility to individuals at lower levels in the organizational hierarchy.  To achieve empowerment, managers must ensure that employees at the lowest hierarchical levels have the right mix of information, knowledge, power and rewards, to work independently of management control and direction. The advantages of an empowerment are said to include higher quality products and services, less absenteeism, lower turnover, better decision-making and better problem solving which, in turn, result in greater organizational effectiveness.
            According to the Second National Commission on Labour (2002), “Empowerment is the process by which  people can change their circumstances and begin to exercise control over their lives. Empowerment results in a change in the balance of power, in living conditions and in relationships”. Most organizations   realized   human resource involvement and recognized the capacity of their human resource to improve and enhance business performance. Empowerment as a motivational concept  is associated with ‘enabling’ rather than ‘delegating’. Enabling implies the creation of conditions by management so that people can experience  enhanced motivation to achieve the desired  level of performance.   
Gates conceptualize empowerment as a process resulting in the autonomy of individual employees, as well as increase accountability  towards their job  performance.  Every employee is involved at various stages of organizational development, which makes him or her a responsible and accountable for their actions. 
            The new management style encourages high degree of human resource  participation, group involvement, autonomy, self-managing work teams. These management styles are to empower human resource and thereby to increase human resource  commitment and to humanize the workplace.  More human work environment   are intended to result in improvements in work performance and good citizenship behaviours as well as the quality of work life.             
            In recent years, search for ways and means to enhance organizational  effectiveness has intensified tremendously. In the process, empowerment of the human resource has been identified as an instrument which merits serious consideration in the corporate context. And for those organizations which aim for the true global competitiveness, empowerment has assumed a new sense of urgency. It is true that empowerment does lead to greater involvement of human resource   in their work and in turn it does lead to greater care on their part. But, there is much more to empowerment than mere involvement. In fact, if properly understood, empowerment can lead to excellence in all spheres of activities by unleashing the full potential of people and thereby empowerment holds the key to a sustainable competitive edge for the business.  

Need for Empowerment
Empowerment is desirable at the macro level. In the corporate context, it is an important imperative today. One can think of empowerment of his/her subordinates only if the intrinsic potential of  others is recognized and given due respect. Thus empowerment is in a way an acknowledge of other’s abilities.  A few people take decisions, others are meant only to implement them. In an increasingly complex corporate world this can lead to wrong or sub-optimal decisions as top executives do not know everything they ought to know.
Whether it is public sector undertakings or private sector or small scale sector, it is extremely important today to empower  human resource  who are entrusted with responsibility. Empowerment basically implies the mode of encouraging human resource- to experiment with new ideas and practices to set goals and make decisions and to evolve new ways of doing jobs, all directed towards achieving organizational effectiveness and excellence. 

Five Approaches to Human Resource Empowerment:
Each of the five human resources  empowerment approaches used alone challenges the organizations which offer standard package to all their human resources.  
·        Absolute Empowerment  
·        Collaborative Empowerment  
·        Adoptive Empowerment-Transform Your Human Resources
·        Tacit Empowerment  
·        Cosmetic Empowerment

Principles of  Employee Empowerment
These are the ten most important principles for managing people in a way that reinforces employee empowerment, accomplishment, and contribution.
·        Demonstrate that value people
·        Share leadership vision
·        Share goals and direction
·        Trust people
·        Provide information for decision making
·        Delegate authority and impact opportunities, not just more work
·        Provide frequent feedback
·        Solve problems : don’t pinpoint problem people
·        Listen to learn and ask questions to provide guidance
·        Help employees feel rewarded and recognized for empowered behaviour.   

Conclusion:  
In any organization, empowerment fosters decision-making. It gives greater motivation and immense job satisfaction to the human resource. Empowerment is essential in the contemporary business  environment to be both more competitive and productive. Unfortunately, owing to the lack of organizational culture, that believes in trust, transparency, human resource development and management, this most important aspect, empowerment is not practiced in true spirit. It is high time, the human resource initiated work culture in influencing the organization to make the decentralization method a success.
              The Infosys Chief Mentor Narayana Murthy made each and every employee working in their organization as a shareholder  keeping in mind that each and every employee is  involved in the proper working of the organization  and thinking that it is his own organization and take better responsibilities. It is also a model path  of empowerment of human resource.    In the present day Liberalization, Privatization, Globalization(LPG), human resource empowerment plays a key role. More mechanization develops more jobs.

Reference :
1.      Argyris, Chris (1998), “Empowerment: The Emperors New Clothes”, Harvard Business Review, May-June, Pp: 98-105.
2.      Dennison, B (1984),  Bringing Corporate Culture to the Bottomline Organisational Dynamics, 13, Pp: 22-24.
3.      Gates, J.R(1995), Leadership in an Ownership Environment Foundation for Enterprise Development, Research Centre, USA.
4.      Harsh Dwivedi(1997), “Employee Empowerment: A Strategy for Sustainable Competitive Advantage”, Personnel Today, NIPM, Kolkata, Vol. XVIII. No.1.   April-June 1997.
5.      Reports of the National Commission on Labour (2002), Economic India Info-Service,  Academic Foundation, New Delhi.
6.      Sujit Sen & Shailendra Saxena(2003), “Empowerment of Employees”, OD Communication,  Organisation Development InstituteNew Delhi. July.