seeking remedy in the workplace: implementing factory grievance … · 2017-06-23 · seeking...
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Seeking Remedy in the Workplace: Implementing Factory Grievance Mechanisms
寻找补救工作场所问题的办法：落实工厂申诉机制
Patrick McKellerVP of Improvement Services
改善服务副总裁ELEVATE
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Introduction to Grievance Mechanisms申诉机制简介
3
Examples of Grievance Mechanisms申诉机制举例
4
*Source: Caux Round Table
Why Grievance Mechanisms?为什么需要申诉机制？
5
Legislative Requirements法规要求
Assessment Requirements审核要求
• Important supplement to the top-down audit approach对自上而下审核方式的重要补充。
• Key audit requirement (e.g. EICC, BSCI, SMETA, ICTI, etc.)主要审核的要求（如： EICC、BSCI、SMETA、ICTI等）
• Request of country level legislation (internal or external mechanism)国家层面的法规要求（内部或外部机制）• e.g. Sapin II in France specifies protection for whistleblowers to report violations
and misbehavior如：法国的《萨班二号》明确指出，向举报人提供保护，使他们免遭暴力和不当行为的侵害
Implications for Supply Chain Management对供应链管理的意义
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Grievance Mechanisms in Supply Chain Management供应链管理的申诉机制
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Internal; Managed by
Factories内部；由工厂
管理
External; Managed by
External Parties
外部；由外部方管理
VS.
Grievance Mechanisms in Supply Chain Management供应链管理的申诉机制
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Internal; Managed by
Factories内部；由工厂
管理
External; Managed by
External Parties
外部；由外部方管理
WHY 原因
FOR WHOM 对象
WHAT 是什么
HOW TO PROMOTE 如何推广
HOW TO MEASURE IMPACT 如何衡量影响
CHALLENGES 挑战
IDEAS FOR SUCCESS 分享可能成功的想法
Internal Grievance Mechanisms内部申诉机制
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Internal内部
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Internal; Managed by
Factories 内部；由工厂
管理
Factories manage workers directly,therefore internal grievance mechanisms are the MOST IMPORTANT channel因为是工厂直接管理员工，所以内部申诉机制是最重要的渠道
Most Sustainable 持续性最强Most Efficient 效率最高
Most Impactful 影响力最大
INTERNAL Grievance Mechanisms – For Whom and Why?内部申诉机制——对象和原因
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Worker 员工
Factory 工厂
Client 客户
FOR WHOM对象
WHY原因
• Give direct feedback to management 直接向管理层反映情况• Address issues 解决问题• Build trust 建立信任
• Alleviate tension 缓解冲突• Identify gaps in management 了解管理上的差距• Show commitment/build trust 展现承诺/建立信任
• Minimize delivery interruption 把交付中存在的干扰减到最小• Create a sustainable supply chain 打造可持续发展的供应链• Promote worker engagement 提高员工参与度
INTERNAL Grievance Mechanisms – What and How?内部申诉机制——内容和方法
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How To Promote? 如何改善？
Channel 渠道• Trainings 培训• Noticeboard 布告栏• Meetings 会议
Vehicle 工具• Posters/card 海报/商务名片• Wage slips 工资单
Channels 渠道• Suggestion box 意见箱• GM’s email/number 总经理电
子邮箱/电话• Internal hotline 内部热线• Production managers 生产经理• HR department 人力资源部• Supervisors 班组长
Protocol 处理协议• Case handling and
categorization 案例处理和归类• Confidentiality 保密性• Remediation 整改
What?内容
How?方法
How to Measure Impact? 如何衡量影响？
• *No. of cases reported/usage 报告的事件数/使用次数
• Repetitive case frequency 案例复发频率
• % cases closed 关闭的案例数• Caller evaluation results 案例处
理评估结果• Survey/interviews 问卷调查/面
谈• Turnover rate 离职率
How?方法
INTERNAL Grievance Mechanisms – Challenges内部申诉机制——挑战
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Sounds easy, right?听起来简单是吗？
% workers submitted grievance in last 12 months过去12个月提出申诉的员工
百分比
25% 23%
% feel issues well addressed
认为问题得到妥善解决的人员百分比
1%
3%
5%
7%
12%
12%
18%
39%
50%
60%
73%
5%
3%
10%
75%
7%
26%
Female welfare officers 女性职工福利专员
Open-door policy with management 开放交流机制
Management SMS textbox 管理层短信信箱
Worker satisfaction survey 员工满意度调查
Talking to worker committee 与工人委员会交流
Management hotline 管理层热线
Talking to labor union 和工会沟通
Talking to the HR department 和人力资源部沟通
Talking to supervisors 与班组长交流
Regular meetings with worker representatives/workers 与工…
Suggestion boxes 意见箱
Worker Survey Data 员工问卷调查数据
Factory Survey Data 工厂问卷调查数据
Through Which Channel Would You Prefer to Bring Forward Your Feedback?你更希望用哪个渠道反映问题？
*Source: ELEVATE Survey Data: 2014-2017数据来源：达岸数据库数据：2014-2017
INTERNAL Grievance Mechanisms – Challenges内部申诉机制——挑战
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2. Lack of supervisor attention对班组长重视不够
• Poor understanding of supervisors’ role as a grievance channel 没有意识到班组长就是一类申诉渠道
• Issues in documenting worker feedback记录归档员工反馈时产生问题
• Lack of visibility into how feedback is handled 不太清楚是如何处理反馈的
1. Measuring Impact衡量影响
• Lack of sufficient data to evaluate usage and effectiveness 缺乏足够数据从而评估使用及有效性
• Minimal insight from audits 审核了解到的情况很少
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25 – 45 Years Old
平均年龄在25到45岁
Male 60%; Female 40% 男性60%；女
性40%
Mgt Training: Limited to None 管理培训：有
限甚至没有
Middle School Educated or
Lower 中学或中学以下学历
Communication Training: Limited to None 沟通培训：有限甚至没有
>2 Years as a Worker 做员工
超过两年
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Time Keeping考勤
QA/QC
Worker Training员工培训
Worker Discipline纪律管理
Worker Grievance员工申诉
HR人力资源
Health & Safety
健康安全
Job Skill Review工作技能考评
???
How Many Workers Does OneSupervisor Oversee?
一位班组长平均监督多少名员工？
INTERNAL Grievance Mechanisms – Supervisors内部申诉机制——班组长
69%
16% 16%
49%
13%
38%
Fair 公平 Undecided 不确定 Unfair 不公平
Worker 员工 Supervisors 班组长
Do You Feel You Have Been Fairly Compensated?你是否认为自己工资公平？
What Did We Learn about Supervisors?我司了解班组长的哪些情况？
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35%Supervisors Do Not Feel Confident in Receiving &
Handling Worker Feedback的班组长，不自信自己能很好地受理员工反馈
41%Supervisors Often or Sometimes Shout at Workers
的班组长有时或经常大声呵斥员工
*Source: ELEVATE Survey Data 2014-2017数据来源：达岸数据库数据：2014-2017
INTERNAL Grievance Mechanisms – Ideas for Success内部申诉机制——成功理念
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1. Better understand your workers 更好地了解员工
• Understand how workers prefer to communicate 了解员工更喜欢用哪种渠道沟通
• Get their feedback on mechanisms 得到对方有关机制的反馈意见
• Raise awareness and show commitment 增强意识，展现承诺
• Provide practical offline and online training: 提供务实的线上线下培训：• Conducting pre-shift meetings
开班前会• Handling feedback
处理反馈• Focus on the role of supervisors and
establishing sustainable change 把焦点落在班组长角色和进行可持续发展变革上
2. Focus on key groups like supervisors 关注班组长这样的关键群体
INTERNAL Grievance Mechanisms – Case Study内部申诉机制——案例分析
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2%
7%
11%
19%
26%
39%
39%
92%
Factory security person 工厂安保
General manager 总经理
Grievance procedure 申诉流程
Worker representative 员工代表
Production manager 生产经理
Suggestion box 意见箱
HR department 人力资源部
Supervisors 班组长
Baseline 基线
Who Would You Talk to If You Have Problem?有了问题你会和谁说？
46%Feel Supervisors Don’t Fully Listen to
Their Concerns 认为班组长没有认真倾听他们的问题
12%Indicate Supervisors Often/Sometimes
Shout at Them 表示班组长经常或有时大声呵斥他们
Baseline 基线
*Source: ELEVATE Survey Data 2015-2016数据来源：达岸数据库数据：2015-2016
Factory Overview 工厂概述
Location: North China 地点：华北
Industry: Footwear 行业：鞋业
Baseline Survey: Dec 2015 基线调查：2015年12月
Impact Survey: Nov 2016 影响调查：2016年11月
INTERNAL Grievance Mechanisms – Case Study内部申诉机制——案例分析
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5%
12%
22%
31%
45%
48%
52%
96%
2%
7%
11%
19%
26%
39%
39%
92%
Factory security person 工厂安保
General manager 总经理
Grievance procedure 申诉流程
Worker representative 员工代表
Production manager 生产经理
Suggestion box 意见箱
HR department 人力资源部
Supervisors 班组长
Baseline 基线Impact 效果
Who Would You Talk to If You Have Problem?有了问题你会和谁说？
46%25%Feel Supervisors Don’t Fully Listen to
Their Concerns 认为班组长没有认真倾听他们的问题
12%9%Indicate Supervisors Often/Sometimes
Shout at Them 表示班组长经常或有时大声呵斥他们
Baseline 基线 Impact 影响
*Source: ELEVATE Survey Data 2015-2016数据来源：达岸数据库数据：2015-2016
• Focus group discussion专项工作组讨论
• Weekly reporting 周报• Training 培训
Factory Overview 工厂概述
Location: North China 地点：华北
Industry: Footwear 行业：鞋业
Baseline Survey: Dec 2015 基线调查：2015年12月
Impact Survey: Nov 2016 影响调查：2016年11月
External Grievance Mechanisms外部申诉机制
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External外部
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• Supplements internal grievance mechanisms 对内部申诉机制作补充
• Independent & confidential 独立、保密
• e.g. Local NGOs, Trade Unions, 3rd Parties, Gov’ts 如：当地非政府组织、第三方、政府
External; Managed by
External Parties
外部；由外部方管理
EXTERNAL Grievance Mechanisms – For Whom and Why?外部申诉机制——对象和原因
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Worker 员工
Factory 工厂
Client 客户
FOR WHOM对象
WHY原因
• If internal mechanisms do not exist 内部机制不存在• If internal mechanisms are not effective 内部机制效率低• If lack of trust in the internal mechanisms 对内部机制不够
信任
• Support internal mechanisms 为内部机制提供支持• Build trust with workers 和员工建立信任• Build trust with clients/buyers 和客户/买家建立信任
• Continuous monitoring of suppliers 持续监督供应商• Protect workers from retaliation 保护员工免遭报复• Fulfil legal requirements 满足法律法规的要求
EXTERNAL Grievance Mechanisms – What and How?外部申诉机制——内容和方式
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How To Promote? 如何改善？
Channel 渠道• Audit 审核• Other factory activities 其它工
厂活动• Self-promotion 自我改善
Vehicle 工具• Posters/cards 海报/商务名片• Trainings 培训• Wage slips 工资单
Channels 渠道• Phone numbers (toll-free) （免
费）电话• SMS 短信• App based 应用程序
Protocol 处理协议• Case handling and
categorization案例处理和归类• Confidentiality 保密性• Remediation 整改
What?内容
How?方式
How to Measure Impact? 如何衡量影响？
• *No. of cases reported/usage 报告的事件数/使用
• Repetitive case frequency 事件复发频率
• % cases closed 关闭的案例数• Caller evaluation results案例处
理评估结果• Survey/interviews 问卷调查/面
谈• Turnover rate 离职率• Survey/interview on internal
grievance mechanism 内部申诉机制方面的问卷调查/面谈
How?方式
EXTERNAL Grievance Mechanisms – Challenges and Ideas外部申诉机制——挑战和理念
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1. Building Awareness and Trust 树立意识，建立信任
• Mechanism must be communicated to all workers必须和全体员工就机制展开沟通
• The mechanism must be promoted continuously 必须不断完善机制
2. Limited Usage 用户量有限
• Limited usage by workers 员工使用有限
• Difficult to evaluate the impact 难以评估影响
• Hard to identify the root causes for low utilization 难以找出使用率低背后的根本原因
Make it easy to use 简化使用
Utilize existing resources that are available 使用现有资源
Gain buy-in from factories 得到厂方认可
Utilize a combination of all channels and vehicles
综合使用各种渠道和工具
Ideas for Success 成功理念
One Idea一个灵感
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WeChat Based Worker Helpline 微信版员工帮助热线Utilizing WeChat as an External and Independent Helpline 把微信作为一条独立的外部帮助热线
User Age Distribution用户年龄分布 84%
% workers use WeChat accordingto an ELEVATE’s research in 57
Chinese factories in 2016.的员工使用微信。该数据是达岸咨询公司2016年对57家中国工厂调研后得出的结论。
*Source: China Academy of Information and Communication Technology数据来源：中国信息通信研究院
*Source: ELEVATE Survey Data数据来源：达岸数据库数据
Popular 流行938 Million
9.38亿
# of active WeChat usersin China (Q1, 2017)
中国微信活跃用户数量（2017年一季度）
*Source: WeChat (Tencent)数据来源：微信（腾讯）
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响 = loud and clear 说 = speak/talk
Conclusions总结
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Internal: Managed by
Factories内部：由工厂
管理
External: Managed by
External Parties
外部：由外部方管理
• Grievance Mechanisms – Not just a buzzword, becoming a requirement and expectation 申诉机制——不单单是流行语，还成为了要求和期待
• Internal vs. External – Important that both are available and functioning 内部和外部：可用性和功能性上都很重要
• Internal – Most sustainable 内部——可持续性最强
• External – Supplement to internal mechanism 外部——对内部机制作补充
Questions?问答环节
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THANK YOU!