Ajay Yadav Marketing M1719056 General Management.docx

A STUDY OF THE MANAGEMENT PROCESS OF THE COCA-COLA COMPANY

Submitted in partial fulfillment for the award of the degree of Master of Management Studies(MMS) (Under University of Mumbai)

Submitted by AJAY YADAV (Roll Nom1719056)

Under The Guidance of

Porf. Reema Shah (2017-18)

1

CERTIFICATE

This is to certify that the Project titled, ‘A STUDY OF THE MANAGEMENT PROCESS OF THE COCA-COLA COMPANY is successfully completed by Mr.AJAY YADAV during the IV semester, in partial fulfillment of the Masters Degree in Management Studies recognized by the University of Mumbai for the academic year 2018. through Thakur Institute of Management Studies & Research, Mumbai . This project work is original and not submitted earlier for the award of any degree/diploma or association of any other university/institution.

(Signature of Guide) Date :

Porf. Reema Shah

Place :

2

DECLARATION

I hereby declare that this Project Report titled ‘A STUDY OF THE MANAGEMENT PROCESS OF THE COCA-COLA COMPANY’ submitted by me to the University of Mumbai through Thakur Institute of Management Studies & Research, Mumbai is a bonafide work undertaken by me and it is not submitted to any other university or institution for the award of any degree/diploma/certificate or published any time before.

Date : Place :

(Signature of the Student) Name:AJAY YADAV Roll No:M1719056

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ACKNOWLEDGEMENT

I take this opportunity to express my deep and sincere gratitude to Porf. Reema Shah for his valuable guidance and encouragement in implementing the knowledge gained through lectures in the form of a project. I acknowledge the infrastructural support provided by the institute.

(AJAY YADAV) Email:[email protected] 4

Executive summary This report has been set up considering a particular reason. It diagrams the history and current situation of the Coca-Cola Organization comprehensively and locally. The initial segment of the investigation takes us through the current situation of the drink business and Coca-Cola Organization all around.

Through this undertaking our primary center would be the procedure the Coca-Cola

Organization follows so as to continue such a differing market India has.

We will likewise concentrate on the FDI techniques India followed in regard of the endeavors made by worldwide product offering and the executives of the equivalent with ceaseless achievement and success.

The report contains a short presentation of Coca Cola Organization and Coca-Cola India and a point by point perspective on the assignments, which have been attempted to examine the market of Coca-Cola for example we have performed Aggressive SWOT examination of Coca-Cola Organization and SWOT investigation of Coca-Cola India so as to distinguish regions of potential development for Coca-Cola. We have likewise given a short depiction of Patterns and Powers that are influencing Coca-Cola Organization all inclusive.

The fundamental target of this undertaking report is to break down and think about the Endeavor of Coca-Organization Twice and its proficient method for dealing with the present position of Coca-Cola Organization. The investigation additionally plans to perform Market Examination of Coca-Cola Organization and discover distinctive components affecting the development of CocaCola. Another goal of the examination was to perform Focused investigation between Coca-Cola and its rivals. Aside from these goals this examination is likewise led to comprehend the Client inclinations towards different Cola-Cola Items.

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TABLE OF CONTENT

Sr. No. 1 1.1 1.2 1.3 2 2.1 2.2 2.3 2.4 2.5 3 3.1 3.2 3.3 3.4 3.5 4 4.1 4.2 4.3 5 5.1 5.2 5.3 6 6.1 6.2 6.3 6.4 7 7.1 7.2 7.3 7.4 8

Particulars Introduction Industry details Research Objectives Method of data Company Profile Name of the organization Registration details Form of ownership Mission, Vision, goals Product/Services Organizing Organization Structure Decision making process Organizing: span of control line and staff relationship Authority, delegation, centralization, decentralization Directing, Motivation and Leadership Supervision, monitoring & control processes Motivation practices Leadership , type Legal and Regulatory compliances for the company provisions applicable to that company Extent of compliance & difficulties legal issue /court cases in the past Facility Location & Layout Factors influencing location decisions Factors influencing layout decisions Capacity Planning and Decision Making Inventory management HR Policies of the organization Wage & Salary Recruitment & Selection Performance Appraisal Grievance Redressal Conclusion

Page No. 7-11 11 12-14 14-24 25 26-27 28-29 30 30 30 31-37 38-40 41-44 45-49 49-51 52 53-54 55 55-57 57-58 59 60

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INTRODUCTION TO PEPSI-CO INDIA PVT LTD

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INDUSTRY PROFILE A BRIEF INSIGHT - THE FMCG INDUSTRY IN INDIA Fast Moving Consumer Goods (FMCG), also known as Consumer Packaged Goods (CPG) are products that have a quick turnover and relatively low cost. Consumers generally put less thought into the purchase of FMCG than they do for other products.

The Indian FMCG industry witnessed significant changes through the 1990s. Many players had been facing severe problems on account of increased competition from small and regional players and from slow growth across its various product categories. As a result, most of the companies were forced to revamp their product, marketing, distribution and customer service strategies to strengthen their position in the market.

By the turn of the 20th century, the face of the Indian FMCG industry had changed significantly. With the liberalization and growth of the Indian economy, the Indian customer witnessed an increasing exposure to new domestic and foreign products through different media, such as television and the Internet. Apart from this, social changes such as increase in the number of nuclear families and the growing number of working couples resulting in increased spending power also contributed to the increase in the Indian consumers' personal consumption. The realization of the customer's growing awareness and the need to meet changing requirements and preferences on account of changing lifestyles required the FMCG producing companies to formulate customer-centric strategies. These changes had a positive impact, leading to the rapid growth in the FMCG industry. Increased availability of retail space, rapid urbanization, and qualified manpower also boosted the growth of the organized retailing sector.

HLL led the way in revolutionizing the product, market, distribution and service formats of the FMCG industry by focusing on rural markets, direct distribution, creating new product, 8

distribution and service formats. The FMCG sector also received a boost by government led initiatives in the 2003 budget such as the setting up of excise free zones in various parts of the country that witnessed firms moving away from outsourcing to manufacturing by investing in the zones. Though the absolute profit made on FMCG products is relatively small, they generally sell in large numbers and so the cumulative profit on such products can be large. Unlike some industries, such as automobiles, computers, and airlines, FMCG does not suffer from mass layoffs every time the economy starts to dip. A person may put off buying a car but he will not put off having his dinner.

Unlike other economy sectors, FMCG share float in a steady manner irrespective of global market dip, because they generally satisfy rather fundamental, as opposed to luxurious needs. The FMCG sector, which is growing at the rate of 9% is the fourth largest sector in the Indian Economy and is worth Rs.93000 cr. The main contributor, making up 32% of the sector, is the South Indian region. It is predicted that in the year 2010, the FMCG sector will be worth Rs.143000 cr. The sector being one of the biggest sectors of the Indian Economy provides up to 4 million jobs. (Source: HCCBPL, Monthly Circular)

A BRIEF INSIGHT - BEVERAGE INDUSTRY IN INDIA In India, beverages form an important part of the lives of people. It is an industry, in which the players constantly innovate, in order to come up with better products to gain more consumers and satisfy the existing consumers.

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BEVERAGES

NONALCOHOLIC

ALCOHOLIC

CARBONATED

COLA

NON-COLA

NONCARBONATED

NON-COLA

Fig 2.0 BEVERAGES IN INDIA The beverage industry is vast and there various ways of segmenting it, so as to cater the right product to the right person. The different ways of segmenting it are as follows:  Alcoholic, non-alcoholic and sports beverages.  Natural and Synthetic beverages.  In-home consumption and out of home on premises consumption.  Age wise segmentation i.e. beverages for kids, for adults and for senior citizens.  Segmentation based on the amount of consumption i.e. high levels of consumption and low levels of consumption.

If the behavioural patterns of consumers in India are closely noticed, it could be observed that consumers perceive beverages in two different ways i.e. beverages are a luxury and that beverages have to be consumed occasionally. These two perceptions are the biggest challenges faced by the beverage industry. In order to leverage the beverage industry, it is important to

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address this issue so as to encourage regular consumption as well as and to make the industry more affordable. Four strong strategic elements to increase consumption of the products of the beverage industry in India are:  The quality and the consistency of beverages needs to be enhanced so that consumers are satisfied and they enjoy consuming beverages.  The credibility and trust needs to be built so that there is a very strong and safe feeling that the consumers have while consuming the beverages.  Consumer education is a must to bring out benefits of beverage consumption whether in terms of health, taste, relaxation, stimulation, refreshment, well-being or prestige relevant to the category.  Communication should be relevant and trendy so that consumers are able to find an appeal to go out, purchase and consume.  The beverage market has still to achieve greater penetration and also a wider spread of distribution. It is important to look at the entire beverage market, as a big opportunity, for brand and sales growth in turn to add up to the overall growth of the food and beverage industry in the economy.

Research Objectives – 1) Study of Company Profile of Coca cola Ltd. 2) Study of General Management practices of coca cola Ltd. 3) Ascertaining the issues & difficulties in day- to-day operations of the company 4) Suggesting suitable measures for ensuring smooth operations/activities of the Company.

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The PEPSI-CO Ltd

Mission Our Roadmap starts with our mission, which is enduring. It declares our purpose as a company and serves as the standard against which we weigh our actions and decisions.



To refresh the world...



To inspire moments of optimism and happiness...



To create value and make a difference.

Vision Our vision serves as the framework for our Roadmap and guides every aspect of our business by describing what we need to accomplish in order to continue achieving sustainable, quality growth.



People: Be a great place to work where people are inspired to be the best they can be.



Portfolio: Bring to the world a portfolio of quality beverage brands that anticipate and satisfy people's desires and needs.



Partners: Nurture a winning network of customers and suppliers, together we create mutual, enduring value.



Planet: Be a responsible citizen that makes a difference by helping build and support sustainable communities.



Profit: Maximize long-term return to shareowners while being mindful of our overall responsibilities.



Productivity: Be a highly effective, lean and fast-moving organization.

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Product The Coca-Cola equation is The Coca-Cola Company's mystery formula for Coca-Cola. As an exposure promoting procedure began by Robert W. Woodruff, the organization shows the equation as a standout amongst the most firmly held competitive innovations ever and just a couple of workers know or approach it. This Coca-Cola equation gives off an impression of being the first recipe to Coca-Cola. It is from the book 'For God, Country and Coca-Cola'.

The organization has progressed significantly since its beginning in 1886. Around then its item was just a cola drink, its lead drink Coke as we probably am aware it today. From that point forward, the organization has gained immense ground and now it is a multinational and not constrained to one item as it were. During that time they have imagined and presented numerous items other than their fundamental cola drink. There are diverse brands of the Coca-Cola Company, which are right now being used all through the world. The organization bargains in the carbonated beverages as well as different beverages. The company has products in various categories which can be broadly classified as followsCoca-Cola Products All Drink Forms Carbonated Soft Drinks

Sports Drinks

Juices and Juice Drinks

Tea & Coffee

Water

Bought Stakes of:

 Carbonated soft drinks such as Coke, Fanta, Sprite, Diet Coke, etc.  Sports Drinks like Aquactive, Aquana, Powerade, Sport Plus, etc.  Juices and Juice Drinks - Jolly Juice, Maaza, Minute Maid, Sunfill, Vita, etc. 13

 Tea and Coffee – Nestea, Georgia, etc.  Water - Dasani, Kinley, etc.

The dedication of the organization is to commit assets to just in business sectors where it expects gainful development. This technique has paid profits. The organization has effectively connected its way to deal with brands in a few key markets, including Mexico, Japan, Russia and India. Among the soda pops Fanta and Sprite wind up fruitful alongside the real brand Coca-Cola and Diet Coke. While propelling its item, the promoting group considers the way of life of the nation in which they are propelling the item. In key markets, the organization has made new bundling sizes to fulfill customer requests.

For e.g., Mexican families eat together at home. The normal Mexican family unit drinks more than two liters or a greater amount of soda pops amid that break, while a two-liter container was the biggest accessible bundle. Along these lines, in 2001, the organization presented a helpful 2½ liter jug to choose districts, adding to the offer of almost 1.5 billion unit instances of Coca-Cola in Mexico that year.

In the United States, perceiving that customers regularly make the most of their eating routine Coke with a cut of lemon, the organization "packaged" the idea. The outcome — eat less carbs Coke with lemon which added to volume development of 4 for each penny for the main eating routine drink. The organization likewise builds its two biggest jug sizes amid the Christmas season, and celebration bundling causes it drive a 6 for every penny volume increment for Coca-Cola. The bundling developments don't simply include resizing. The organization has likewise reacted to shoppers' changing design styles with new jugs.

India remains a key market for the organization. It is where it keeps on contributing over its current portfolio. Up until now, Coca-Cola has put over US$1 billion in India and yearly, it spends a few crores of rupees in India. The open door is enormous and through research and trials, it is attempting to convey what the buyer needs. Their portfolio in the nation incorporates Coke, Thums up, Sprite, Fanta, and Mazaa and so on. As of late, the organization propelled Maaza Milky Delight, which is a consequence of shopper needs. A great deal of speculation goes 14

behind such activities in regions of shimmering refreshments and organic product juices. To the extent bundling is concerned, the organization offers its soda pops in various kinds of containers like glass jugs and plastic jugs and in various amounts running from 200 ml to 2.5 liters Organization Structure The Coca-Cola company's organizational structure consists of a board of directors, elected by the shareholders, that has final decision-making power in the running of the company. Members of senior management and a number of standing committees carry out the decisions of the board of directors.

The board of directors of the Coca-Cola company is answerable only to the shareholders. The board's responsibility includes the selection and oversight of senior management, including the chief executive officer and the vice CEO. As of May 2014, Muhtar Kent was both the CEO and the chairman of the board of directors. The seven standing committees include audit, compensation, directors and corporate governance, executive, finance, management development, and public issues and diversity review. The committees evaluate themselves and report to the board of directors. The board of directors is responsible for annual self-evaluation and evaluation of the CEO. Besides the board of directors, further leadership structures include the senior operations leadership, which is responsible for Coca-Cola operations and oversight on various continents, and senior functional leadership, which is responsible for administration, public affairs, finances and other practical considerations.

The Coca-Cola company itself does not distribute and sell the finished product. Instead, it manufactures and sells syrups, concentrates and beverage bases to bottling partners that are responsible for packaging, merchandising and distributing. These bottlers work with customers such as grocery stores, restaurants and many other outlets to get the finished products to consumers.

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Organizational goals Coca-Cola is both effective and efficient, as they have made it their objective to succeed in these areas. Coca-Cola is more focused on efficiency than effectiveness, but they still achieve in both. Regardless of what they specialize in, their organizational goal is to maximize profits for shareholders by selling Coca-Cola products worldwide to a wide range of customers. They are able to do this by having a very vertically hierarchical organization that allows them to take advantage of a low cost strategy, limiting expenses and increasing revenues.

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Decision making process

The decision making process in the Coca-Cola company is centralized. There are six step in the decision making of the Coca-Cola company which are recognize need to make decision, generate alternatives, assess the alternatives, choose among alternatives, implement choose and last the learn from feedback. In Coca-Cola company, decision which always takes by the top manager can related to the packaging positioning, trade discounts, advertisement, price reductions and distribution.

Span of Control The span of control is the amount of staff who report directly to a prearranged Coca-Cola Company supervisor. It is most excellent to have a minimum of 3 staff and a maximum of 5 staff reporting to their supervisor. This low pattern is as a result of the actuality that the organisation is a perpendicular and there are various individuals having different works to do so. When there are more than 5 individuals, it is hard to be managed. Hence when there is an utmost of 5 people, the possessions and staffs still can be supervise in an effective manner.

Authority and Responsibility The executive of Coca-Cola Company receives report from the Salesman. These Sales Managers are in charge for the performances of the salesmen which they need to provide them timely comment. Assistances are requiring to be provided by Sales Manager at any time and it is a problem connected to the performance of the staff. The administrators keep an eye on an ongoing basis toward these salesmen which serves as an efficient managing mechanism. The staffs have a lot of power, liability and information relative to the job that they are responsibility Nevertheless, every part of the information and authority relative to the work is provided by their individual supervisors. These procedures are the similar in the other subdivisions as well.

Delegation and Accountability

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Coca-Cola Company each executive is made held responsible for the actions of his or her underlings. An accurate advices and assistance is given at time to time to attain the purpose by the particular executives. Every supervisor is responsible for motivating their juniors so as to increase the effectiveness and efficiency of the staffs apart from the delegation. Human Resources department lend a hand staff so they could recognise their potential and uses various technique to encourage them. In return, they offer the most excellent to their supervisor. Thus boost their performance, excellence of work and consumer satisfaction. Monitoring system of Coca-Cola Not only is coca cola the world’s largest beverage company, but in 200 nations ( with consumers enjoying an average of 1.6 billion servings a day), sells about 500 sparkling brands, including 4 of the top sellers (coca- cola, diet coke, sprite and fanta), sparkling beverages, juices, and ready to drink teas among others. (http://www2.coca-cola.com/ ) Ø Established: 1886 with its official headquarters in Atlanta, Georgia Ø Company Associates: 92,400 worldwide (as of December 31, 2008) Ø New York Stock Exchange Ticker Symbol: KO Ø Supporting Communities – In 2007, The Coca-Cola Company and The Coca-Cola Foundation made charitable Ø Contributions of $99 million to community initiatives worldwide. . (http://www2.cocacola.com/ ) HOW DOES COCA-COLA MONITOR ITS EXTERNAL ENVIRONMENT? An understanding that coca-cola does not operate in a vacuum has made it to continually scan its environment in order to find out or foresee likely environmental threats and thus develop appropriate responses to them. This has helped it to take advantage of its opportunities, and minimize threats and again, determines how it will achieve a sustainable competitive advantage.

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Certain models and frameworks that can be used for this purpose includes: Scenario planning, customer surveys/ opinion polls, bench marking, among others. Customer Surveys /Opinion polls: This is a strategy coke uses to find out the opinion consumer have about is products or other changes especially as it concerns its activities and those of its competitors. Over the years, coca-cola and Pepsi have been locked in fierce battles, sometimes described as “the cola wars” Shimp, T.A (2007:43). One sensational battle began in 1975 when the traditional coke was tested against Pepsi.( ibid) The result gotten informed a change in the coke’s formula for more sweetness, the result was that the folks who liked old Coke went crazy– so crazy that the Coca Cola Company decided to bring it back as Coke Classic. Scenario Planning: “Scenarios are realistic descriptions of the organisations possible futures that allow the scenario team to set aside its individual and organisational assumptions about how the external environment will operate and explore new ones “ (Ralston, B.2006:141) Coca-cola is constantly aware of the link between its strategy and the changing future, thus, itself for the ‘if…then’ probable future. This is exemplified it its mission statement, thus: “the world is changing all around us. To continue to thrive as a business over the next ten years and beyond, we must look ahead, understand the trends and forces that will shape our business in the future and move swiftly to prepare for what’s to come. We must get ready for tomorrow today. That’s what our 2020 Vision is all about. It creates a long-term destination for our business and provides us with a “Roadmap” for winning together with our bottler partners” Benchmarking is the comparison of performance in one organisation or part of an organization against that in another, with a view to finding ways of improving performance. (Needle, D.2004:433) This avails the company the opportunity to take corrective measures actions. Recommendation It is recommended that coca- cola should take immediate action to launch and promote environmental impact assessment of locations before citing their plants for operations.coca-cola should also

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The International Association for Impact Assessment (IAIA) defines an environmental impact assessment as “the process of identifying, predicting, evaluating and mitigating the biophysical, social, and other relevant effects of development proposals prior to majorLoading …decisions being taken and commitments made.

Controlling “Control is a regulatory process of establishing standards to achieve organisational goals, comparing actual performance against the standards and taking corrective action when necessary to

restore

performance

to

those

standards.

(Williams

&

McWilliams,

2012)”

Coca-cola is a world’s leading beverage manufacturer. Such a famous beverage brand, the control system of the retail organisation is well worth learning. Quality: “The control process begins when managers set goals. Standards are a basis of comparison for measuring the extent to which organizational performance is satisfactory. (Williams & McWilliams, 2012)” Coca-cola applies this important step in the controlling. “From the very beginning, the leaders of the Coca-cola Company have relized that quality sets us apart from our competitor. From many years, our approach to managing quality was prescriptive and centrally controlled. (Coca-cola Company)” Coca-cola has their own quality management system, which called TCCQS at the beginning. This quality system has featured quality and environmental standards. It provides a guideline for the company and guarantees of the high quality as well. As a global beverage, you can buy Coca-cola everywhere, you will recognize the taste is the same. Coca-cola now is a symbol of quality. Each can of the coke is produced followed by the standards. In addition, TCCQS is not a rigid regulation, it will keeps pace with the international standard. They has changed improved the quality system according to the Global Food Safety Initiative certification. This is relates to the corrective action of control. By applied the applicable regulations and standards consumers get the consistent quality product. “The result was that, Marshall said, ‘we changed our philosophy, but no content.’ (Coca-cola Company) ” TCCQS helps the leaders determine how to keep correct process in making the drink and uses a system of comparison to show how the details will affect the success of a company. 20

Safety: Nowadays, food safety is becoming a controversial topic, food safety is strongly related with quality and is integral role to play in a company. A new internal system called KORE is created for quality, food safety and environmental, with this internal system, Coca-cola Company asks all of the products should meet the application. “KORE brings an increased focus to the area of food safety and encourages alignment with the highest international manufacturing standards while recognizing the need to meet applicable government, legal and local regulations.” To maintain and create safety, all of the products are tested in the laboratories for applying stringent requirements.

Feedback: Another basic component of control which is applied in Coca-cola is feedback control. “Feedback control is a mechanism for gathering information about performance deficiencies after they occur. This information then used to correct or prevent performance deficiencies. (Williams & McWilliams, 2012)” In Coca-cola website, it is easy for people to find the “contact us” options. Coca-cola provides consumers opportunities to speak out their suggestions and questions. The department which is in charge this will reply as soon as possible. By gathering the information, it is an improvement in the management. Coca-cola strives toward perfect service and safest food. Each bottle of coke in consumers’ hands is meeting the requirements and consumer expectations.

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Controlling process Control is a basic managerial function involving setting standards, evaluating against standards and taking corrective action. Here can see five basic steps of controlling process.

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Controlling process of coca cola company: Coca cola company’s standards & to measure actual performance: As the world’s largest beverage company, we bring safe, great-tasting, quality beverages to consumers at a rate of 1.8 billion servings per day. Our beverages offer hydration, refreshment, and moments of affordable happiness for people worldwide. We are committed to making sure all of the thousands of beverages we produce meet the highest standards for safety and quality Safety and Quality in Every Serving: We ensure consistent safety and quality through strong governance and compliance to applicable regulations and standards. We manufacture our products following strict policies, requirements and specifications provided through an integrated quality management program that measures all of our operations, system wide, against the same global standards for production and distribution of our beverages. Coca-Cola and Alcohol: In June 2012, the National Institute of Consumption in Paris reported finding traces of alcohol in Coca-Cola and other popular colas, causing confusion among some consumers. In fact, CocaCola is not an alcoholic beverage, and we do not add alcohol as an ingredient. Trace levels of alcohol can indeed be found in Coca-Cola, just as they can be found naturally in many foods and beverages, including potatoes, bananas, yogurt, oranges, bread, dates, vinegar, rose water, grapefruit and mushrooms—none of which is considered an alcoholic product. Our Position on BPA Our top priority is to ensure the safety and quality of our products and packaging through rigorous standards that meet or exceed government requirements. If we had any concerns about the safety of our packaging, we would not use it. In recent years, some consumers have expressed concern about bisphenol A, or BPA, which is used in making the lining of our aluminum cans. BPA is a chemical used worldwide in making the packages of thousands of products, including the coating inside virtually all metal food and beverage cans. This coating guards against contamination and extends the shelf life of foods and beverages. It also is used to 23

manufacture shatter-resistant bottles, medical devices, sports safety equipment and compact disc covers. BPA has been used for more than 50 years. Currently, the only commercially viable lining systems for the mass production of aluminum cans contains BPA. Caramel Coloring We use caramel coloring in several of our products. In fact, we have used it in Coca-Cola since 1886. While our caramel comes from a commercial manufacturer, it is just as safe as foods that are “browned” or as the caramel that can be made at home by heating sugar.

Policy on Biotechnology Recognizing and appreciating the trust that consumers place in us every time they reach for one of our beverages, The Coca-Cola Company has an uncompromising commitment to the safety and quality of our products. We use only those ingredients that have been evaluated for safety based on sound science and that have been approved for use by local health and safety regulators. Wherever we operate, we abide by the laws and customs of the local communities, including regulations pertaining to health, safety and product labeling. Outstanding water management and reduction performance:  The Water Standard award recognizes CCE’s leadership in measuring, managing and reducing water use. The company achieved its lowest ever water use ratio of 1.4 litres to make 1 litre of product in 2012 – a reduction of 14.6% since 2007. CCE’s sustainability plan commits it to setting the standard for water efficiency, establishing a water sustainable operation and minimizing water impacts throughout its entire value chain.

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Motivation practices Keeping our employees healthy and happy is part of Coca-Cola’s ethos. At Coca-ColaIreland, we make it a priority to treat our people well, help them develop and give them a rewarding working life. To us, this means creating an environment where employees can: •

Excel

•

Develop

in skills

their

performance

for

improvement

• Move towards their career goals. By providing training and development programmes, on-the-job learning, coaching and feedback, we make sure that everyone who works with us has the resources they need to learn more and build their careers – and also to have some fun along the way. We want Coca-Cola to be a great place to work where people are inspired and motivated to be the best they can be. Employee

engagement

Our success depends on motivated and committed employees. We need them to feel that they play a real part in helping our business meet its goals and have an understanding of what they are. We have several different ways of measuring our employees’ level of engagement with the business and satisfaction with their working lives – such as through constructive dialogue with our employee representative groups and employee surveys. Training

and

development

To attract and retain the best people, we recognise that we need to invest in their development. We take training and development very seriously. We have continuously invested over the years with the aim of strengthening this important area of business performance, placing emphasis on employee development plans, internal talent management, leadership development for managers and employee performance management. A

great

place

to

work

We think it's important for our employees to enjoy their working life and we want to make sure that working for our business in Ireland is fulfilling, rewarding and fun. Key areas that we focus on as part of the Great Place to Work programme include summer hours and flexible working, 25

gym membership, catered lunch, a learning allowance, a green allowance and a Cycle-to-Work scheme. Coca-Cola Ireland also offers employees the opportunity to do some volunteer work in the local community on company time. Employees work with local charities on community initiatives such as painting and decorating a homeless shelter, cooking for the families of sick children, designing and creating a community garden for older people and participating in local beach clean-ups. Health

and

wellbeing

Helping our employees to lead healthy and active lifestyles is really important to us. We arrange opportunities for our staff such as memberships, a learning allowance and the chance to take part in community sport and healthy living programmes. Every year, we host Move Week at the office – a week packed with fun activities that help raise awareness around the importance of getting active and maintaining a healthy, balanced diet. Pay

and

reward

Offering competitive pay and motivating benefits is crucial to both attracting and retaining the most talented people to drive our business forward. We consider a number of different elements, such as pension, healthcare and additional holiday, and put together a benefits package for our employees. Our rewards programmes are regularly benchmarked against a select peer group of our major competitors. Open

and

inclusive

We’re committed to providing an inclusive working environment in which everyone is treated fairly. We believe that having people from different backgrounds, with different life experiences and talents is a real bonus for our business. That's why respecting and valuing the diversity of our people is central to our vision and values. It's also why our employment policies and practices have been developed to protect against discrimination and ensure equal opportunity and fair treatment for all, regardless of age, sex or ethnic background. Coca Cola is one of the most successful of the beverage of industry all over the world. Nowadays in every successful business they must have a good way to motivate their staff. ＂In Coca Cola one of their way to motivate staff is through the working performance of employee, since if 26

employee is hard to work, the company could motivate them by improving their occupational opportunities and awarding them. These methods can make a key role to create working environment

where

it

can

stimulate

not

just

engagement

but

also

achievement.

＂(Armstrong，M，2009). Awarding and occupational opportunities can inspire workers so that it could strengthen their team spire, their skill of leading, decision making, communication between staff and it can gain much more commitment to the company and motivation. Now there are about 160 beverage brands in 200 countries, and it is with global market share of 48%. It is because the company could train their staff and workers are hard to improve the qualities of production and create different taste of coca cola. There are a lot of theories about motivation, but I am going to use the ERG Theory of Motivation. Which Clayton Alderfer invented this theory where he revised it from Abraham Maslow’s Hierarchy of Needs. Three essential elements make up Aldermen’s ERG theory: The first part focuses on the existence needs within the company; the next part addresses the relatedness needs within the company; and the last part touches on the growth needs within the company. The existence needs of the employees within The Coca-Cola Company can be defined as those needs that have a desired physiological effect on the employees within the company. In addition, it could be the material well-being of the organization itself. In order for there to be harmony within the company, the employees must have a sense of stability in their current position, as well as a potential for growth within the company. Remembering that employees have the desire to be satisfied within the company in which they work, The Coca-Cola Company has many different programs in place in order to assist with this process. For example, the company offers cultural awareness programs and employee forums; these forums consist of employees that share similar interest or backgrounds. The individuals within these forums provide both professional and personal growth to one another. The Coca-Cola Company motivates their employees with incentives and occupational opportunities on a daily basis. The material well-being of The Coca-Cola Company is being achieved each day. The company uses innovative means in order to reach the younger generation of today.

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Organizational Structure And Leadership The company does business globally but operates at a local level working with 250 bottling partners around the world. The company does not own any of the bottling partners but rather operates through several local channels. The bottling partners are in constant contact with the local stores, multiplexes, restaurants and other customers to develop and execute local strategy along with the company. The beverage is unique and has a well distinguished taste there by making it crucial for the company to make sure that all the bottles sold worldwide have the same taste. The organizational structure in Coca – Cola is developed such that all its operations function smoothly and ensuring growth of the company. This structure is robust yet flexible to adopt to the needs of the local market (Pfitzer, 2013). The company has a Board comprising of 15 members including the CEO of Coca-Cola Ahmet Muhtar Kent. These board member are all divided and head several other committees as described in the figure 1

The organization is also divided according to the region of operations. The company in the year of 2016 have changed their International operating structure to make use of the management expertise of their key leaders. The company is now divided in to three regional groups EMEA – Europe, Middle East and Africa led by Brian Smith Latin America – Led by Alfredo Rivera Asia Pacific – Led by John Murphy 28

The company organizes itself whenever required to make sure either regional decisions or divisional decisions. All the decisions are overlooked by the 12 board members to ensure that the growth of the company sustains. Leadership At Coca Cola The vision of Coca Cola consists of 6 P’s. People, portfolio, partners, planet, profit and productivity (Svendsen, 2013). The company believes in a winning culture. It lives in its value of leadership, collaboration, integrity, accountability, passion, diversity and quality. It believed in focusing on the market to achieve its vision. The employees are expected to act like owners and work smart. Their mission is to refresh the world, inspire moments of optimism and happiness, create value and make a difference. The mission, vision and the culture of the company clearly has been developed over several years working towards progress. The company achievement today is clearly due to the exceptional leadership at Coca Cola. It is impossible to survive in a food and beverage market for over a century if the leaders are not aligned to the organizational goals (Golema, 2013). Starting from Asa Griggs Candler to the current CEO Ahmet Muhtar Kent, the company has been led by intellectuals and effective businessmen to become one of the most reputed organization around the world. The leadership style in the organization itself is of a delegative style (Clark, 2013). A quick glance at the organization structure itself shows that the organization believes in need to delegate and rule instead of taking all the responsibilities. Dividing the organization based on the functions and ensuring that all the functions are not under the control of a single entity and using SME’s to work in each functional division is a brilliant strategy and a clear example of delegative leadership. Innovative Leadership The concept of Innovative Leadership has been coined by Dr. David Gliddon which involves the idea generation, evaluation and implementation. With its roots in path-goal theory, leader member exchange theory and the increasing need for creative and effective ways to motivate, empower and lead, several leaders today can be classified as innovative leader (baker, 2015). Ahmet Muhtar Kent is one of them. The five-fold agenda of the CEO makes his approach an

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innovative way to develop the company. Muhtar believes in the need to invest in research and development, in the welfare of the employees and finding new methods to satisfy the customers displaying the trait of valuing the resources. Collaborative nature of the CEO encourages partnership with several companies (Lowitt, 2013). The CEO encourages innovative ideas in marketing, finance and almost all fields in the organization to ensure that the ideas of his employees are counted in and every single mind in the company is valued. All this skills make an extremely good impression of a lead by example principal. The CEO expects his employee to be innovation and creativity and he himself through the strategic principles puts forth these skills. Cross Cultural Leadership For companies operating at global levels it is quite necessary to have people in the organization who can adopt and work with multiple cultures. Though the heads of each country working for Coca Cola are usually chosen from the native employees, being a president or a chairman for an entire area that covers multiple cultures is quite difficult. However, at Coca – Cola cross culture leadership is efficiently implemented by several regional chairmen. One person in the Coca Cola Company that has been able to successfully implement this style of leadership is Atul Singh, the current chairman of Asia Pacific Group. The chairman makes operation decisions for 36 predominant markets in the Asia Pacific Group. He works with employees hailing in five business units that comprise of India, China, Korea, Japan and other Asian countries. The cultures and the working styles of each of this country is completely different. Japanese are productive and quick, while Chinese are punctual and Indians are hard working. Working different kind of employees especially in an operations set up needs a clear understanding of the cultures the company operate in. Atul Singh has been the vice president of Coca Cola India and moved on to work in Mainland China. Singh played a significant role in restricting the CocaCola’s system to fit the needs of each of the region. He made sure to make changes to the bottling system used in Indonesia to meet the fasting growing need in the country by switching to two production lines. The same is in question for Japan and China. At Coca Cola, regional decisions are made by the regional chairmen and board rather than by the global board. It is only apt that these employees understand the need of the region way better than the head office and hence are given significant authority to implement these changes (Murthy, 2014). For the sake of the new bottling system in Indonesia alone the company spent $500 million to support the 30

changes showing the trust and value they place in their regional heads. Singh also heads the gender diversity campaign called the Asia Pacific Talent Initiative. Visionary Leadership Every company has a vision and expects every employee to work towards achieving this vision. Every person has their own way of working towards this vision. However, there are also those employees that make this vision itself a style of working. The company’s vision of the 6 P’s have been adopted into the very style of working of James Quiency, the president and Chief Operating officer of Coca Cola. A visionary leader is an excellent communicator, risk-taker, well organized, strategic and charismatic and so is James Quiency (Szucs, 2014). Quiency is responsible for all the operating decisions made globally. Although armed with a battalion of other experts working at regional and functional level, Quiency holds the responsibility to analyze and approve several decisions. operation execution process in the region to decrease deliver time and increase the capacity of production through his management skills. He also played a major role in acquiring companies such as Innocent juice that proved to be a profitable segment. The re-launch of Coca Cola Zero and the acquisition of Jugos e Valle are all due to visionary leadership of Quiency. He I known for this communication ability, motivational behavior, negotiate skills and most of all the belief in the company’s vision. He had worked relentlessly in communicating and motivating the People he works with, developing the portfolio of the company, collaborating with efficient partners, acquiring profitable organization and increasing productivity thorough his efficient operation management.

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Rules & Regulations By-Laws of the Coca-Cola Company

Supplier Guidelines Values and Commitments at The Coca-Cola Company The reputation of The Coca-Cola Company is built on trust and respect. Our employees and those who do business with us around the world know we are committed to earning their trust with a set of values that represent the highest standards of quality, integrity, excellence, compliance with the law, and respect for the unique customs and cultures in communities where we operate. Our Company has always endeavored to conduct business responsibly and ethically. We respect international human rights principles aimed at promoting and protecting human rights, including the United Nations Declaration of Human Rights and the International Labor Organization's Declaration on Fundamental Principles and Rights at Work. We actively participate in the United Nations Global Compact. These corporate values are formalized in the Workplace Rights Policy. Our acknowledgment of these international principles is consistent with our dedication to enriching the workplace, preserving the environment, strengthening the communities where we operate. Reflecting the Company's Values The Supplier Guiding Principles (SGP) are a vital pillar of The Coca-Cola Company's workplace accountability programs. These programs are driven by the belief that good corporate citizenship is essential to our long-term business success and must be reflected in our relationships and actions in our workplaces and the workplaces of those who are authorized to directly supply our business.

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Recognizing that there are differences in laws, customs, and economic conditions that affect business practices around the world, we believe that shared values must serve as the foundation for relationships between The Coca-Cola Company and its suppliers. The Supplier Guiding Principles communicate our values and expectations and emphasize the importance of responsible workplace policies and practices that comply, at a minimum, with applicable environmental laws and with local labor laws and regulations. The principles outlined below reflect the values we uphold in our own policies, and we expect our direct suppliers to follow the spirit and intent of these guiding principles. Freedom of Association and Collective Bargaining Respect employees' right to join, form, or not to join a labor union without fear of reprisal, intimidation or harassment. Where employees are represented by a legally recognized union, establish a constructive dialogue with their freely chosen representatives and bargain in good faith with such representatives. Prohibit Child Labor Adhere to minimum age provisions of applicable laws and regulations. Prohibit Forced Labor and Abuse of Labor Prohibit physical abuse of employees and prohibit the use of all forms of forced labor, including prison labor, indentured labor, bonded labor, military labor or slave labor. Eliminate Discrimination Maintain workplaces that are free from discrimination or physical or verbal harassment. The basis for recruitment, hiring, placement, training, compensation, and advancement should be qualifications, performance, skills and experience. Work Hours and Wages

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Compensate employees relative to the industry and local labor market. Operate in full compliance with applicable wage, work hours, overtime and benefits laws, and offer employees opportunities to develop their skills and capabilities, and provide advancement opportunities where possible. Provide a Safe and Healthy Workplace Provide a secure, safe and healthy workplace. Maintain a productive workplace by minimizing the risk of accidents, injury, and exposure to health risks. Protect the Environment Conduct business in ways which protect and preserve the environment. Meet applicable environmental laws, rules, and regulations. Compliance with Applicable Laws and Standards Suppliers to The Coca-Cola Company and suppliers authorized by The Coca-ColaCompany are required to meet the following standards, at a minimum, with respect to their operations as a whole: Laws

and

Regulations

Supplier will comply with all applicable local and national laws, rules, regulations and requirements in the manufacturing and distribution of our products and supplies and in the provision of services. Child

Labor

Supplier will comply with all applicable local and national child labor laws. Forced

Labor

Supplier will not use forced, bonded, prison, military or compulsory labor.

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Abuse

of

Labor

Supplier will comply with all applicable local and national laws on abuse of employees and will not physically abuse employees. Freedom

of

Association

and

Collective

Bargaining

Supplier will comply with all applicable local and national laws on freedom of association and collective bargaining. Discrimination Supplier will comply with all applicable local and national discrimination laws. Wages

and

Benefits

Supplier will comply with all applicable local and national wages and benefits laws. Work

Hours

and

Overtime

Supplier will comply with all applicable local and national work hours and overtime laws. Health

and

Safety

Supplier will comply with all applicable local and national health and safety laws.

Environment Supplier will comply with all applicable local and national environmental laws.

Demonstration

of

Compliance

Supplier must be able to demonstrate compliance with the Supplier Guiding Principles at the request

and

satisfaction

of

The Coca-Cola Company.

These minimum requirements are a part of all agreements between The Coca-ColaCompany and its direct and authorized suppliers. We expect our suppliers to develop and implement appropriate internal business processes to ensure compliance with the Supplier Guiding Principles.

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The Company routinely utilizes independent third-parties to assess suppliers' compliance with the SGP. The assessments generally include confidential interviews with employees and on-site contract workers. If a supplier fails to uphold any aspect of the SGP requirements, the supplier is expected to implement corrective actions. The Company reserves the right to terminate an agreement with any supplier that cannot demonstrate that they are upholding the SGP requirements. environment, strengthening the communities where we operate.

legal issue /court cases "Coca Cola Company V Glacier Water Industries Ltd." Introduction: This case pertains to the infringement, passing off and unfair competition of registered trademark 'KINLEY'. Coca Cola Company (hereinafter "the plaintiff") is the registered proprietor of the mark 'KINLEY'in class 32, which is primarily used by the plaintiff in relation to drinking water. Glacier Water Industries Ltd. (hereinafter "the defendant") were using the mark 'KINLEY' for water purification systems using reverse osmosis. The Defendant falsely claimed to have launched their water system in collaboration with the plaintiff no.1's Indian subsidiary, The Coca Cola India Pvt. Ltd., but no such collaboration exists. The Defendant openly advertised its product using the mark 'KINLEY'. The Defendant also applied for registration of the mark KINLEY bearing Application No. 2329491 in Class 11 for the specifications"water purifier, water supply and sanitary purpose" claiming use since 1st April, 2011. The Court vide order dated 29.04.2013granted an ad interim injunction in favour of the Plaintiff which restricted the Defendant from using the mark till further orders.

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Coca-Cola Co. v. Koke Co., 254 U.S. 143 (1920) a picture of coca leaves and cola nut on the labels, and containing certain harmless extractives from coca leave and cola nut, claimed to add flavor, with some caffein from the nuts and more superadded, originally contained also some cocaine derived from the coca leave, and was once advertised a an "ideal nerve tonic and stimulant," but, long before this suit began, cocaine was eliminated, the article was advertised and sold as a beverage only, free from cocaine, and, for the public generally, the name came to signify the beverage itself, the plaintiff's product, rather than its ingredients. Held, that the continued use of the name with the picture was not a fraud depriving the plaintiff of the right to enjoin infringement and unfair competition in selling a like preparation under the name of "Koke," but that the injunction should not restrain use of the name "Dope," a featureless word not specifically suggestive of "Coca Cola" by similarity or in use, nor forbid manufacture and sale of the product, including the coloring matter. P. 254 U. S. 145.

Coca-Cola Sued for Alleged Deceptive Marketing Coca-Cola and beverage industry advocate American Beverage Association have been sued over alleged false and misleading marketing of sugar-sweetened beverages, a lawsuit that places blame on the industry for health woes including diabetes and obesity. The lawsuit, filed in a California district court by the non-profit group Praxis Project, alleges Coca-Cola (KO, +1.30%) “deceives consumers about their health impact.” Praxis Project further alleged American Beverage Association, a trade group that Coke and other beverage companies fund, assists in the effort to purportedly mislead the public about the health implications of soda, which some studies have linked to type 2 diabetes and obesity. Both Coca-Cola and the ABA refute the allegations. Coke, in an e-mailed statement, called the lawsuit “legally and factually meritless. We take our consumers and their health very seriously and have been on a journey to become a more credible and helpful partner in helping consumers manage their sugar consumption.” Coke went on to tout the company’s 37

efforts to offer more low- or no-calorie products. Since 2014, for example, Coke has launched more than 100 new low- or no-calorie drinks. There’s been some criticism on how Coke and others have “engaged” with health groups. Coke came under fire in 2015 when the New York Times reportedthat the company funded scientists that promoted more exercise and less attention to cutting calories as a way to maintain a healthy weight. A recent paper published by the American Journal of Preventative Medicine found that Coke and rival PepsiCo (PEP, +0.97%) have recently sponsored close to 100 national health organizations while also lobbying against public health bills that were intended to reduce how many sugary sodas people consume. Coke doesn’t agree with those criticisms. The company says it is “transparently disclosing our funding of health and well-being scientific research and partnerships” and claims it will “continue to listen and learn from the public health community and remain committed to playing a meaningful role in the fight against obesity.” United States v. Coca Cola Co. of Atlanta, 241 U.S. 265 (1916) Official Supreme Court case law is only found in the print version of the United States Reports. Justia case law is provided for general informational purposes only, and may not reflect current legal developments, verdicts or settlements. We make no warranties or guarantees about the accuracy, completeness, or adequacy of the information contained on this site or information linked to from this site. Please check official sources. Justia Annotations is a forum for attorneys to summarize, comment on, and analyze case law published on our site. Justia makes no guarantees or warranties that the annotations are accurate or reflect the current state of law, and no annotation is intended to be, nor should it be construedas, legal advice. Contacting Justia or any attorney through this site, via web form, email, or otherwise, does not create an attorney-client relationship.

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Location Decisions and Factors Affecting Plant Location Plant location refers to the choice of the region where men, materials, money, machinery and equipment are brought together for setting up a business or factory. A plant is a place where the cost of the product is kept to low in order to maximize gains. Identifying an ideal location is very crucial, it should always maximize the net advantage, must minimize the unit cost of production and distribution. Plant location decisions are very important because once the plant is located at a particular site then the organization has to face the pros and cons of that initial decision.

Factors affecting the plant location Primary factors Availability of raw materials Nearness to the market Availability of labor Transport facilities Availability of fuel and power Availability of water Secondary factors Suitability of climate Government policies Availability of finance Competition between states Availability of facilities Disposal of waste

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Inventory management a provider of enterprise solutions for global manufacturers, has announced that Coca-Cola Swaziland will implement the QAD Advanced Inventory Management (AIM) solution to enhance its deployment of QAD`s enterprise application, MFG/PRO, and achieve greater flexibility in warehouse and stock management. Coca-Cola will use AIM to help optimise warehouse operations at its Swaziland plant by determining warehousing processes and physical aspects of stock management that can be streamlined for greater efficiency. AIM provides real-time management of warehouse operations, helping extend traditional inventory management capabilities and increase supply chain responsiveness. Users are able to control inventory management processes in more sophisticated ways, utilising technologies such as barcode scanners and radio frequency systems and leveraging user-definable put-away and picking algorithms. Intermec radio frequency equipment supplied by Proscan is being used with this implementation. "Advanced Inventory Management will help us manage our manufacturing operations," said Roy Shein, logistics manager for Coca-Cola Swaziland. "We expect AIM will provide a system that is information and not material flow driven. A paperless system, enabled via the introduction of bar coding and scanning equipment as elements of the system, will replace manual recording activities. "As a basis for most data collection that enables total traceability of all products in the warehouse, we envisage bar coding will play a vital role in the total process. Communication to employees will be conveyed via handheld scanning screens. Overall, AIM should interoperate seamlessly with our MFG/PRO deployment, effectively eliminating a layer of hardware, software and labour dedicated to warehousing, for more efficient operations." Coca-Cola will work closely with QAD to design the AIM implementation and efficient processes to help the company reduce the time lapse from order receipt to shipment of goods. By collecting inventory movement data in real-time, Coca-Cola expects to achieve greater inventory

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accuracy and reduce the need for periodic manual inventory counts. The manufacturer expects to fully deploy AIM by April 2004. "QAD Advanced Inventory Management helps manufacturers bring greater efficiency to the warehouse, where real-world business conditions put supply chain initiatives to the test," said Wayne Moore, implementation services manager for QAD South Africa. "Our warehousing solution will help customers drive efficiency at a crucial point in their supply chains." In 1986, Coca-Cola took the decision to move the concentrate plant from Durban, SA to Swaziland. The first batch of concentrate was manufactured in the current Swaziland plant in 1987. In the first year of operation the plant supplied six countries - SA, Botswana, Lesotho, Swaziland, Namibia and Zambia. Today the plant supplies 437 stock-keeping units to 69 bottlers in 26 countries. Advanced Inventory Management will help Coca-Cola Swaziland automate and streamline all aspects of warehousing, including inventory control, replenishment, put-away and picking logic, and labour management. User-defined rules ensure inventory stock movement and related processes are configured to minimise time to distribute and replenish goods, so that inventory can be allocated for prioritised shipping, and total inventory holdings can be minimised to reduce cost of operations.

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Wages Policy • Coca-cola is providing smart wages to its employees, which are competitive and really satisfactory .With wages lot of facilities and amenities are provided according to the policy. • Structure of wages can be described as: 1. Blue collar workers are offered wages along with commission ,salesman are offered wages plus commission pursuing certain criteria. 2. White collar workers who are the officers and the executives draw a handsome amount salary with incentives. Recruitment & Selection Recruitment Process • Cokes recruitment process is well established 1st of all the company gives ads in newspapers, company website, institutions etc. • Once the company receives an application form from the candidate with required document and CV, he will be called for the interview. • Recruitment process is of two types • Internal recruitment-recruiting source seeking applicants for positions from among the ranks of those currently employed • Advantages of internal recruitment a. better assessment of candidates b. Reduces training time c. Faster d. Cheaper e. Motivates employees

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

External Recruiting

External recruiting—recruiting source seeking applicants for positions from outside the organization. ◦ Advantages  Increases diversity  Facilitates growth  Shortens training time ◦ Disadvantages  Expensive  Slower  Less reliable data Recruitment Sources That source which help the company in identifying and attracting potential employees  The major recruitment sources are following 1. Media Advertisement 2. E-recruitment 3. Employment agencies 4. Executive search firms 5. Special events recruiting 6. College Recruiting 7. Summer internships

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Selection Process The selection process will vary depending on the position the applicant is applying for, as one process cant fit all the different roles we have here at CCE. • However, in most cases a combination of any of the following tools will me used. a. Interview b. Group exercises c. Presentations d. Psychometric tests e. role-play's/situational exercises f. Group discussion

Performance Appraisal ‘Coca cola’s performance appraisal is annually done’ says HR manager WAQAR MAHMOOD, the further tells that we appraise the employee on their performance on achieving the goals of the organization. • we set goals at the beginning of the year and the employees are given goals to achieve, if the employee meets the goals then we appraise him/her. • Steps in appraising performance • Define the job • Making sure that you and your subordinate agree on his or her duties and job standard. • Appraise performance • Comparing your subordinates actual performance to the standards that have been set. • Provide feedback

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• Means discuss the subordinate’s performance and progress, and make plans for any development required. Grievance Handling • Grievance is formal complaint which demonstrates any kind of dissatisfaction in an employee, arising out of the factors which are related to his job. • The communication of grievances should be done formally. It can be communicated via: - A written document - E-mail. • Open door policy – Employees see the top level executive directly with their grievances. Many employees feel uncomfortable to approach directly. • Step ladder policy – Employee is required to talk to his immediate senior about his grievances, who offers a solution or escalates the same. • The other ways to discover a grievance are interviews, suggestion boxes and opinion surveys. Grievance Handling - Benefits • Grievance handling process gives the aggrieved employees an opportunity to communicate their feelings and problems to the concerned people. • This provides following benefits to an organization: a) It develops the trust of employees in the organization, its motives and policies. b) It helps in addressing the employee’s problems before they become too big. c) It helps in improving the over all work conditions and atmosphere. d) It helps in developing a committed work force and improving the productivity. e) It helps in identifying the areas of improvement and taking the required actions

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Grievance Handling – Steps & Causes • The important steps in grievance handling procedure are: 1. Accepting the grievance and acknowledging it. 2. Carefully listening the problem. 3. Understanding the redefining the problem to ensure that both the parties are at the same level of understanding. 4. Gathering the information – all facts and figures. 5. Offering the best solution. 6. Follow up. • Causes: 1. Management policies. 2. Working conditions. 3. Interpersonal factors. Features of Good Grievance Handling 1. It confirms with existing legislation. 2. It is fairly acceptable to all – it provides justice to the employees, reasonable authority to the manager and allows adequate participation of the union. 3. It is simple and easily understood by all. Employees have sufficient information about the process and the authorities who can be approached in case of a problem. 4. It is not a very long process. 5. It is prompt and quick – takes as little time as possible. 6. The supervisors and union leaders are well trained to handle it.

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Conclusion Coca-Cola has found a way in the hearts of various people. It is one of the pioneers in supporting various fundamental events like cricket matches, appears and other get-togethers. Undoubtedly, even at show they are dealing with various events and are getting these activities together. It has reliably had an adjacent customer and supplier relationship and its splendid and drawing in notification continue shaking the media notwithstanding following a time of quality. It has used different characters and sportspersons as endorsers.

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