Carter Cleaning Centres - Continuing Case Part 16

The Grievance

On visiting one of the cleaning locations, Jennifer was surprised when she was approached in the parking lot by a long-time employee, George. After Jennifer parked her car and got out of her vehicle, George said, Murray (the store manager) told me I was suspended for 2 days without pay because I came in late last Thursday. Im really upset, but around here Murrays word is the law. It feels like the only way anyone can file a complaint is by meeting you or Jack like this, unexpectedly out in the parking lot. Jennifer was very disturbed by this revelation and promised the employee she would look into it as well as discuss the situation with her father. In the car heading back to headquarters, Jennifer began thinking about how she could rectify this situation and deal with any future complaints that may arise in a more formal way.

Questions

16-1. Do you think it is important for Carter Cleaning Company to have a formal grievance process? Why or why not?

16-2. Based on what you know about Carter Cleaning Company, outline the steps of what you think would be an ideal grievance process for this company.

16-3. In addition to the grievance process, can you think of anything else that Carter Cleaning Company might do to ensure that grievances can be expressed and shared with top management, without fear of reprisal?