Project-3
Lisa Osipik, MG 476 ZA
Introduction
The service industry is made up of a variety of businesses. Banking, dry cleaning, parcel delivery and restaurants are a few services that are consumed by millions of customers each day. We also need to consider the employees that are providing these services. Since working has become an essential activity of our daily lives, it has rapidly transformed the economy and also changed the employees’ attitudes. Whether you are part time, full time, hourly or salary, we all have at one time experienced positive or negative characteristics of motivation in a job.
The Problem
It is the manager’s responsibility to ensure high performance of the workforce by working together to achieve the firm’s mission. Managers however sometimes find themselves struggling to find ways to keep their employees motivated. This could lead to poor service, customer complaints and low employee expectations. The cost of managers neglecting to develop an environment that promotes confidence, trust and satisfaction can be high if not controlled appropriately. For example, an employee that is no longer motivated at his/her job could produce poor behavior, demonstrate a decline their performance, reduce productivity among team members or prompt them to leave for another job. The bottom line is that managers pay a heavy price when motivation issues are not resolved. A manager cannot change an employees habits overnight. A manager’s job is to therefore understand which solution works best depending on the institution’s circumstances.
Studies
Satisfying employees’ needs is the number one ranked motivator according to a survey conducted by Ohio State University in 1991 (Lindner 1). The questionnaire asked the survey takers to rank what motivated them to do work on a scale of 1 (most important) to 10 (least important). Managers use an infinite number of methods to make the job more interesting for employees so that it will motivate them. Job enlargement and job enrichment are more interesting for employees because it adds a higher level of responsibilities or increasing the number of activities to be performed. High school teachers, for example are given the opportunity to coach after school is dismissed as a way to get faculty more involved with students. A service such as this encourages the teacher to become more involved with their jobs. It may also be more interesting for teachers, especially if they enjoy competition and establishing leadership characteristics. Check out all of the extra job activities and responsibilities that teachers are offered to separate job distinctiveness at the website: www.smsd.k12.ks.us/Schools/smwest
Motivation Theories
According to the June 1998 article “Understanding Employee Motivation,” by James R. Lindner, managers need to understand what motivates employees so satisfactory behavior, direction and goals are accomplished. The following theories provide a framework for how to best motivate a staff.
Motivation Management- a three-step process proposed by Thad Green in the November 2000 issue of HR Magazine.
1. Helps employees develop the confidence needed to get the job done.
2. Employees have to trust that they will be rewarded for their performance.
3. Employees need to find satisfaction in their jobs.
Since different persons may display different needs depending on the situation, a plethora of management motivation theories have been hypothesized by well known people such as Maslow, Herzberg, McGregor, Vroom, Skinner and Drucker.
Maslow’s Theory- employees are known to have five levels of needs.
1. Psychological
2. Safety
3. Social
4. Ego
5. Self-actualizing
According to Maslow, there are certain things inside each individual that motivates them. These needs are important in designing a job or reward system. Therefore, in order to motivate people at work, managers must emphasize achieve, recognition, responsibility and growth because employees find these factors are intrinsically rewarding. At www.mpricincentitives.com it is stated that employee recognition can help make employees enthusiastic and knowledgeable of the firm’s products or services. Kirkwood Community College for example believes that their richest resource is its faculty and staff. Their employee recognition program allows employees to be recognized for their contributions to the campus. If you are a Kirkwood employee that shows exceptional service you may be rewarded “Kudos Awards” at the end of every month for possessing the following characteristics:
· Nominated by other employees on campus that notice you have served to enhance the quality of the work environment for Kirkwood Community College. Employee will receive a Kudos candy bar with a “You Are Appreciated” note.
· Random acts of kindness or handling a situation on campus professionally. Employee will receive “Pat on the Back” gift certificate to Kirkwood Bookstore or Kirkwood dining establishment.
· Special accomplishments such as going “above and beyond” the call of duty in a particular situation. Employee’s “Extra Effort” award is a gift certificate to restaurant of their choice.
McGregor’s Theory
McGregor's contribution to motivational studies was 'Theory X and Theory Y. The concept of McGregor’s Theory X and Theory Y is the balancing role that management must achieve in trying to ensure productivity as well as motivate employees to bring out their creative nature, and remain in a business. An example of Theory X classifies employees as not motivated when it comes to work and also resistant to change, whereas Theory Y assumes that people enjoy work, are creative and seek responsibility. Since the Theory X worker is not motivated, it may be the manager's job to exercise authority and explain treat people as responsible and valued employees. Manager’s may give employees praise or thank them personally for their contributions or outstanding job performance. Complimenting the employee by saying “Thank you for organizing the shelves” or “Wow, you really worked hard on this” is a great way to show your appreciation for an employee’s effort and could motivate them in the future. For the Theory Y employee, if a job is satisfying, then the commitment to the organization requires the manager to constantly find new ways to stimulate the employees mind by giving them responsibilities that revolve around creativity and expressing their individuality.
Vroom’s Theory
Vroom’s theory also adheres that the more positive the reward the more likely the employee will be highly motivated. Cintas Corporation, a service firm in the uniform industry, provides training, growth and culture to help make a person successful and exceed their career expectations. At www.cintas.com, their “New World of Service” slogan reveals the perfect opportunity for someone to be rewarded for their performance if they are willing to work, hard learn quickly, have fun while learning and are dedicated at what you do. By rewarding the employee based on meeting their sales quotas, job performance rewards can benefit both the employer and the employee. An increase in pay, sales commissions, vacation packages, stock options and other financial benefits are linked to increase or stabilize motivation in the workplace, thus establishing business for the firm.
Drucker’s Theory
Management guru, Peter Drucker proposed that implementing Management By Objectives are a major source of work motivation. His goal setting theory is a program that states that managers must assign specified and challenging goals for their employees in order to increase workers performances. By setting realistic goals, employees feel their contribution of activities gives them a feeling of being in on things. Drucker also recommends focusing on employee’s strengths rather than trying to overcome their weaknesses. This insight has helped people to grow, organizations to prosper and made work more rewarding for all. An organizations mission statement is a way to remind employees of the goals set for each employee to reach. For example, Sprint’s goal is for them to be the customer’s number one choice for a communications service. After visiting the website www.sprint.com, one will notice all of the personal and business services they offer to its customers. According to the website, in order to successfully run a business like Sprint, management must create and communicate a vision for the entire company, establish overarching goals and values, establish and execute business strategies, develop products and services that meet the needs of their customers, hire and train employees and solve day-to-day problems. Achieving this vision relies on the successful pursuit of Sprint’s goals and values that are understood by the company’s workforce.
These are only a few of theories mentioned regarding how to effectively motivate employees in the workplace. There are several others available to give managers an understanding of the motivational process. In sum, if you are a manager trying to motivate employees to work harder, have better attitudes or even show up on time, using positive motivations such as the above examples will provide you with a happier work environment, and at the same time make you more money (www.worldfencenews.com)
More Advice for Motivation Strategies
· Identify the activities that will achieve your company's strategy
· Measure and report how well and how often strategy-focused activities are performed
· Continuously apply positive and immediate reinforcement to activities
· Create and sustain high performance organizations and comfortable work environments
· Regularly discuss issues with employees to promote employee well being
· Get employees involved in implementing improvements and obtain their feedback
· Arrange visits to the company suppliers, competitors, customers to show employees the role of the business from a different stand point
Every morning when I get to work, the first thing I do is check my email. I look forward to Carol’s “Quote of the Day” email. These little inspirational quotes that are sent by Carol to the list serve (all employees that are connected to the infolist) receive a short, sweet sentence or two that are thoughtful. This strategy in the workplace is a great way to communicate to employees the importance of happiness and simplicity. One of my favorite quotes Carol has sent is, " Choose a job you love, and you'll never work a day in your life." --- Confucius --- Little sayings such as this are wonderful motivators. The Motivating Moments website offers a variety of little inspiration saying that can give employees a more positive outlook on life while uplifting one to accomplish their goals. Go to http://www.motivateus.com/ for more information.
Conclusion
Motivating employees can be easier said than done. This activity may be one of the most important tasks facing an organization because doing so helps the organization to survive. The needs and motivation of employees have become the primary focus of managers given any type of industry they are involved with. The motivation system that all managers should value is the one that motivates employees based on those needs. A retail store known as Successories in Oak Park Mall is a wonderful retail store that offers motivational sayings available for sales in the form of coffee cups, calendars and pictures. Perhaps their website www.motivationusa.com will inspire you or your employees to achieve personal or organizational goals in the future.
References
Green, Thad. “Understanding Employee Motivation”. Journal of Extension June 1998. (P.1-6).
Website References
www.cintas.com
www.motivationusa.com
www.mpricincentitives.com
www.sprint.com
www.worldfencenews.com
CREATED BY: LISA OSIPIK MG 476 ZA SERVICES MANAGEMENT PROJECT 3 DR. SMITH EMPORIA STATE UNIVERSITY LAST UPDATED 7/31/01