Commonwealth Bank Motivation Case Study

Motivation is derived from an internal force that provides an individual the opportunity to achieve their needs or goals. People are motivated by a variety of things and often have different motivating factors. Employers should be mindful of individual motivating factors when attempting to motivate staff to increase performance. While some people may be motivated by money, many are motivated by things like: recognition, promotion, and increased responsibility. Once an employer has identified motivating factors they are able to analyze a variety of motivational theories to design and implement a program that will motivate employees to go above and beyond what is expected of them.

Herzberg’s two factor theory of motivation at the workplace shows the difference between two factors of motivation. The two factors being satisfiers, which are the main causes for job satisfaction (motivation), from hygiene factors which are the main causes for job dissatisfaction (demotivation to stay in the job). Examples of motivating factors are achievement, recognition, responsibility and the work itself. Hygiene factors include: working conditions, salary, relationship with colleagues, supervision, etc. An organisation needs to influence satisfiers through performance management using range of tools such as: job descriptions, supervision, performance appraisals, continuous development/training, rewards and career development.

The lack of motivation among customer service staff is caused by several factors which include the boredom from monotonous work, feels disconnected from the consequences of their work, conflicts with other departments and the stress serving unhappy clients. All of the above causes are leading to job dissatisfaction among employees which then driving poor quality service to their customers. They are lacking of common goal in their task.

An aspect of motivation that was answered early on in research was learning to understand individual needs. In early research, it was believed that employees worked or were motivated to do so based upon their needs; they were motivated to satisfy their needs in other words. There are four main need-based theories of motivation include: Maslow’s Hierarchy of Needs, the ERG theory, Herzberg’s Dual Factor Theory, and McClelland’s Acquired Needs Theory (Carpenter, Bauer, Erodgogan & Short, 2013).

We can define motivation as the desire and willingness to do something and the inner force that helps individuals achieve their goals. Understanding what motivates employees and what employers can do to motivate their employees has been the focus of research for many years. This is mainly because motivated employees can provide an organisation with a distinctive advantage and a competitive edge and by being more productive they can help the organisation thrive and survive. In a public service organisation such as West North West Homes we would expect staff to be motivated partly by the desire to have a positive impact on others. Someone working within a sales team

This research work is based on finding out the factors of motivation that can be employed for the NHS foundation staff. The NHS Foundation trust is a semi-autonomous organization within the National Health Service in the United Kingdom. These trusts have a certain degree of independence and work in an autonomous form as related to the Department of Health in the country. As computed in March 2014, there are 147 foundation trusts for NHS operating in the country. The factor of motivation of the employees in the workplace is extremely important for deciding the performance levels of an organization that functions in the healthcare segment. As such, this research is conducted to evaluate the existing motivation levels, strategies and performance within the organization. In addition, the motivation strategies that can be used by the business managers in the organization are considered and their practical application is analysed. The research would be mainly based on secondary research methodology in which data would be gathered from the employee groups working in the NHS foundation Trust. The research report is structured in a methodical and step by step manner. Suitable research aims and objectives are designed followed by a thorough review of the available literatures on the topic of motivation. The literature review would help to provide a base for the development of the research work and for analysing the collected data from a theoretical

Motivation and theories -------------------------- 2.1. Definition and theory framework ------------------------------------ Motivation can be described as the driving force of individual behaviour to fulfill needs or achieve goals. Mitchell defines motivation as 'the degree to which an individual wants and chooses to engage in certain specified behaviours' (Mullins 2002:418). In terms of this definition, various theories have been developed around.

Motivation according to Kelley (2014) is the ‘process through which managers build the desire to be productive and effective in their employees’. If an employee is motivated, they are more likely to be productive and generally staff turnover is low. The problem of worker motivation is that workers are not seen as humans, they have a lack of freedom at the workplace and lack of job fulfilment. Taylor and McGregor Theory X argue that there is not a problem with worker motivation, workers will be obedient because of fear of losing their job motivates them to do well. Whereas Maslow and McGregor’s Theory Y argues that there is a problem with worker motivation because of class conflict between the worker and the manager. The

Management has experienced remarkable shifts in the way that organizations conduct business particularly in the last century, due to the evolving workplace as well as tremendous changes in the roles of leaders in organizations. Early managers often relied on authoritative tactics to get the job done, which we have learned from history does not work very well for many modern organizations. In this paper, I will be analyzing the management approach my organization takes and whether this is the best approach to meet organizational goals and whether or not my organization may benefit from adopting a different approach or combining multiple approaches.

Osland, et al. (2007) provide a good introduction to three basic motivational content theories. The first theory is Maslow’s Hierarchy of Needs that proposes man is motivated by a lack in the one or more of the five common needs. The needs that Maslow identifies are physiological, safety, social belonging, self-esteem, and self-actualization. Maslow believed that one fills needs from the most basic (like food and water) to the highest level (self-actualization). Maslow’s ideas are easy to relate to and attempt to provide an all-inclusive approach to the concept of motivation; however, there is little evidence to support the idea that man cannot have self-actualization without the other more basic needs first satisfied. The second content theory Osland, et al. discuss is McCelland’s learned needs. McCelland states that man is motivated by one of three things: achievement, power, or affiliation – or a mixture of the three. Each of these needs can possess a negative or positive connotation or implementation, but it is argued that people motivated by affiliation make better leaders. The third theory presented is McGregor’s Theory X and Theory Y. McGregor asserts that Theory X people or employees are inherently lazy and must be controlled and forced to act, whereas Theory Y people are self-controlled, motivated, and ambitious.

The subject of motivation has been an important component in both theoretical and applied literature. There are many reasons why the motivational theories have generated so much discussion. In an organization motivation has been considered an important factor because employee motivation is considered essential for an organization 's status within the business environment and the community. The two motivation theories selected for this paper is Maslow’s Hierarchy of Needs and Herzberg hygiene factors.

‘Motivation’ is derived from the Latin term ‘movere’ that means ‘to move’. Thus, motivation is a process that starts with a physiological or psychological deficiency or need that activates a behaviour or a drive that is aimed at a goal or incentive (Luthans). Broadly speaking, motivation is willingness to exert high levels of efforts towards organizational goals, conditioned by the efforts’ ability to satisfy some individual needs (Robbins). Need means some internal state that make certain outcomes appear attractive. An unsatisfied need creates tension that stimulates drives within the individual. These drives generate a search behaviour to find particular goals, that if attained,

4. 3 Major Types of Motivation Theories  Content Theories of Motivation WHAT motivates us  Process

1.1 1.2 1.3 1.4 1.5 1.6 Reason for choosing the topic Aims and objectives Company background Definition of motivation Key factors of motivation Motivation models and theories

Motivation is one of the most discussed topics in the present era’s organisations, especially since renowned psychologists like Maslow and Herzberg are dedicating their efforts to understanding it. Companies are investing a significant amount of resources in improving productivity in order to maximise profits. One of these important resources is of human nature. In order to get the very best out of employees, some motivational approaches need to be used. But what is motivation and how do I successfully motivate? I will try to relate one of my personal experiences with a friend to some of the most influential motivational theories. After introducing my story and making a definition of motivation I will address the ideas of Taylor,