QUESTION
SOLUTION
Motivation is derived from the key word “motivate”, the means to move ahead, encourage or influence the people to proceed for successful fulfilling a want (Kalimullah, 2010). Motivation means the encouragement by various means and modes that lead to the performance enhancement of employees in an organization. Motivation is an important part for the success of any organisation because motivated employees are more productive than the demotivated one.
Work motivation is very much required for the service industry to make the effective and integrated approach for the cutstomer satisfaction. This will be only possible when the employees will be working effectively. The employee effectiveness comes from the satisfaction and passion. That passion will only be grown and encouraged by the motivation factor among the employees. There should be a kind of enthusiastic work environment and cooperation between the team members within the organization. This will make the organization more competitive and effective and that will have a direct effect on the customer satisfaction and increased profitability. We should be able to recognize the effort of each and every employee within the organization whether it is of lower management or upper management. Until and unless we won’t be able to recognize their effort, we won’t be able to enhance their skill and knowledge. So it is always required to understand the employee’s aspects and to encourage them in a positive and effective manner to make the organization more effective and competitive.
This is an integrated process of influencing the activities of an individual or group of people and their efforts toward successful goal achievement in a given situation (Hersey-Blanchard 1972).
In this case study we see that neither Piet nor his staffs are motivated and this is the major reason for the downfall of his company. The airfare where rising proportionally but the services given to the customers were not improving and this was the major irritating factor for the customers.
So it was the responsibility of staff to help out such customers which would not affect the loosing shares of the company. Customers were not given attention, in fact, they are not given the appropriate services if the seats are overbooked and the customer has already paid high for his travelling. In order to avoid the contingency of flying with empty seats, the company follow the policy of overbooking of seats, by chance if some customers do not turn up. But there may be reverse case if all the customers turn up which may lead to total chaos. And in such cases it was required by the Manager as well staff to comfort those passengers giving them the surety that problem would be resolved.
But this was not the case with Piet team members. Airline industry is a service industry and it totally depends on the services rendered by the staff, how they are helping in the profitability of the company. If the customers are unsatisfied with the service, nothing can stop the shares going down in the market. So Piet was quite concerned about the bad performance of his team, staff members as they were not providing the ultimate customer satisfaction.
Piet was another concern was that he was not getting support and help he needed from his line mangers, the only of communication was through emailing process which was not much effective and the issues which should be discussed were never discussed. This was demotivating for him also. The problem was not only with the staff but also with the top management, human resource management team and the strategy makers. The policies framed were not sound enough to support to growth of company, not much action were taken to modify them. The HR department was also not concerned with the demotivated employees and were not trying to resolve the coming up issues. So it was the urgent need of time to work upon such major issues.
If I would have been in the place of Piet, the first thing that I would have done is to work upon motivating my staff members, because this was the major problem which was affecting the overall business. The leadership and motivation are active process and helps the organization to grow in an effective and competitive manner (Baldoni, 2005).
Motivation is required at all levels in the organisation because:
1) Motivation makes employees successful:
Service industry is based upon the human resource. To make the industry and organization more effective and competitive, the organization and even the whole industry should take extra care for the growth and development of the human resources in the industry. This can be done by various motivational and inspirational factors and methods. These methods and factors will help the organization to empower and encourage the employee to give their optimal performance at work place.
2) Training and Development as an improvement tool:
Training and development will surely help the employees to improve their performance by handling all the tasks in an effective way. We can see the result of training and development at each stage of the task that is assigned to the employees.
3) Globalization and boom of service industry is the best source of motivation:
We can see the contribution of service sector in the GDP. That is increasing day by day and adding an extra point to the world economy. So it is a kind of self motivating factor for the long term career and future opportunities in the service industry. So we need to make the employees understand these aspects for their huge and long term career perspective and growth opportunities in the service industry.
Motivation among employees is essential for business growth and develops team spirit among the employees so that company can grow and fight the competitive forces in the market. Research has suggested that reward and recognition now cause satisfaction among the employee which directly influences and enhances their performance in an integrated manner (Kalimullah et al, 2010).
Motivation can be intrinsic or extrinsic. Intrinsic motivation comes when the employees are motivated by themselves that they should work effectively for their success as well as for the growth of their organization. Such employees have the sense of dedication and responsibility and so they work in an effective way. In such cases it is the role of team leader to be a role model for such employees, and guide them whenever they are demotivated.
Extrinsic motivation is when the employees are when the employees are motivated by the external perks, incentives, promotions and other benefit schemes.
Compensation reward system involves fringe benefits, incentives, bonus, gift packages and other tangible benefits whereas non compensation system includes recognition, flexible hours and opportunity for growth, praise, task enjoyment and friendships. This does not involve any monetary benefits.
According to Chao et al. (1994), employees’ perception of the objective, standards and other principles of their organization are significantly related to employee’s motivation and towards work.
Both monetary and non monetary method of compensation are the source of motivation as will both will stimulate the employee to work in better way by giving them a confirmation that their work is being recognized and appreciated. Money, recognition, growth are essential for any employee because this is the basic purpose for his job, So anything which will satisfy him, he will be more and more inclined toward it and thus work more effectively and efficiently. Empowerment results in motivating each and every employee that leads to constant expansion and growth of the organization (Smith, B, 1997).
So for the motivation of team members it is essential that employees should be motivated intrinsically as well as extrinsically.
Company should follow the strategy of merit pay grid because Merit pay grades are the source of positive motivational factor in any organization because it motivates employees to work harder and become more effective and efficient. Pay system should always be based on merit because it will also motivate the less productive employee to work harder. Once an employee has worked long enough in a company he will see for his advancement which may be in his salary, promotions, and other intangible services.
Any employee will lead an extra effort towards his work only if he receives something extra apart from his basic pay.
I would try to have more communication among all levels in the organisation, so that ideas, views and opinions can be shared. Piet was demotivated because he was not getting support, and help from his seniors. So this should not be the case with his staff members also. He should develop such medium of communication so that each one of them can share their ideas, problems and also suggest remedies. This will give the employees a sense of belongings in the organisation, and perused them to work in a better way.
Training is other way of motivating the employees intrinsically, because this will make him realise why his job his important, how his role is important in the organisation thus inspire him to work more effectively. This will also let him enjoy his work, which will ultimately lead to customer’s satisfaction.
References
Ali, R., & Kalimullah, M. S., (2010). The Impact of Reward and Recognition Programs on
Employee’s Motivation and Satisfaction: An Empirical Study. International Review of
Business Research Papers, 5 (4), 270-279.
Baldoni, J., (2005). Motivation Secrets. Great Motivation Secrets of Great Leaders. [Online available at, http://govleaders.org/motivation_secrets.htm [accessed on 21st May 2012]
Connolly, T., Conlon, E. J., & Deutsch, S. J., (1980). Organizational effectiveness: a multiple
constituency approach. Academy of Management Review, 5, 211-17.
Hersey, P., and Blanchard, K.H. (1972). Management of organizational behavior: utilizing human resources. 2nd ed. New York: Prentice-Hall.
Matthew, J., Grawhich, & Barber, L. K., (2009). Are you Focusing both Employees and
Organizational Outcomes. Organizational Health Initiative at Saint Louis University
(ohi.slu@edu), 1-5.
Smith, B., (1997). Empowerment – the challenge is now. Empowerment in Organizations, 5
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