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A Case Study on Employees Motivation at the Standard Chartered Bank of Kenya
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The case study aimed at examining how the said bank motivates its employees and how that affects employees retention. The relevance of the study was that other organizations can borrow from the bank for it has a record of employees retention.
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- 1. UNIVERSITY OF NAIROBI Lower Kabete Campus-School of Business
- 2. DHR 301: ORGANIZATION BEHAVIOR A Case Study on Factors that Motivate Employees of Standard Chartered Bank to Stay Longer in the Bank
- 3. Submitted by: Kiumba John Irungu D33/2749/2013
- 4. Introduction Motivation can be defined as the action of orienting ones behavior to a specific goal. One of the most important uses of motivation is in a company. Organizations employ workers to perform certain tasks; these workers need to be motivated in order to perform their tasks with maximum productivity. To keep employees in the organization for a long period of time, the process of motivation is once again responsible. The traditional motivator for a worker is his salary, but in many cases that isn`t enough. Companies use a lot innovating tactics to keep their productivity at a maximum level.
- 5. Introduction (Cont..) Kenya's banking industry is growing and expanding every day with the entry of new firms. Currently, the industry has more than 43 license commercial banks and a good number of SACCOS that are offering banking services. This number of banks indicates clearly the intense competition that is in Kenya's banking industry. This competition calls for firms within the industry to ensure they position themselves competitively.
- 6. Introduction(Cont..) To meet customer expectations, the banks need to have permanent and stable employees who have a deep understanding of what the customers they serve need. However, there is the high rate of employee turnover in some banks that may see some of these banks struggle to keep up with the competition.
- 7. Case summary This case study, therefore, seeks to address the problem of high rate of labor turnover by examining what Standard Chartered Bank of Kenya is doing to ensure a longer stay of employees in the bank so as other banks can benchmark from them. In doing so, the case will concentrate on the motivating factors in the bank that the employees find attractive.
- 8. Case Summary (Cont.…) The case will also consider other factors like the type of leadership in the bank and the effect the latter has on employee motivation Another factor in consideration in this case is the effectiveness of communication in the bank and if it affects employees motivation or not.
- 9. Relevance of the Case The case is relevant in that it can help banks that are struggling with a problem of high rate of employees' turnover solve this problem. Moreover, the case can be used by human resource managers in enhancing motivational factors within their organization by putting into consideration the factors discussed in the case.
- 10. Profile of Standard Chartered Bank of Kenya Below are some of the facts about the bank: The bank is foreign owned with only 26% local shareholding The bank has been in existence in Kenya for more than 100 years having been established in 1911 It has 33 branches countrywide, has 1693 employees, and it is the fourth largest bank in terms of market share as indicated by Business Daily Africa
- 11. The bank has received the following recognitions It was the first bank to receive ISO 9002 certification in Kenya Best Bank, Customer Satisfaction, Think Business Awards- 2015 ICPSK Champions of Governance Award -2014 Best Foreign Bank in Kenya-EMEAAwards- 2014
- 12. Best Consumer Internet Bank in Kenya-Global Finance Magazine - 2013 Best Foreign Exchange Bank in Kenya-2013 Overall Winner Corporate Governance Excellence in Financial Reporting Awards-2013 Indeed, such kind of achievement cannot be attained without well motivated, committed, and dedicated workforce. Also, this kind of outstanding performance cannot be realized if employees get employed and leave within the shortest time possible.
- 13. Organization Behavior Questions and Practices Addressed by the Case Factors that motivate workers at the bank The type of leadership available in the bank, supervisor's behavior towards employees and the effects the latter has on employee motivation How effective is communication in the bank and if communication has any impact on employee motivation
- 14. Theoretical Background The case is based on the following theories Frederick Taylor theory of scientific management management that focuses on wage incentives. Taylor argued that people are economical beings and that they are only motivated by money. Abraham Maslow’s Theory of Hierarchy of Needs that proses that there exist five levels of needs namely psychological, safety, social, esteem, and self-actualization. He noted that low level needs (psychological, security and social) are catered for by extrinsic motivators whereas esteem and self-actualization needs are met by intrinsic motivators.
- 15. Herzberg Two-factor theory that argues that there are two factors that affect employee motivation namely: Hygiene factors. The conditions contained here include type of supervision, pay, company policies, physical working conditions, relationship with co-workers, and job security. These conditions are also referred to as extrinsic motivators as they are not directly related to the type of job. If they lack in a company, they cause dissatisfaction hence they are also referred to as dissatisfies. According to Herzberg, these factors are necessary to ensure that an employee reports to work daily and performs at minimum level
- 16. Job Related Factors such as promotional opportunities, personal growth opportunities, recognition, added responsibility and achievement. These factors are referred to as intrinsic motivators as they are directly related to the job (Work itself) . These factors are also called motivators. These factors are necessary in providing energizing and directing effort and behavior above minimum levels. Self-Determination Theory. The theory proposes that people prefer to feel they have control over their actions. Therefore, anything that makes previously enjoyed task more of an obligation than a freely chosen task will undermine motivation.
- 17. Simply put, the theory proposes that organizations should employ democratic type of leadership and supervision so as to make employees feel independent, trusted, and respected so as to motivate them. The theory implies that extrinsic rewards can improve intrinsic motivators if the organization uses extrinsic motivators while allowing employees to control their behavior. However, if the organization uses extrinsic rewards coercively, this scenario will lead to demotivation.
- 18. Methods of Data Collection Data was gathered from both primary and secondary sources. Primary data was obtained through the administration of questionnaires and direct interviews with some employees and interns of the firm. The sample chosen centered on junior and senior employees of the company. For secondary source, website was the source used.
- 19. Findings/Issues being discussed Factors that motivate employees at the bank Data collected indicated that various factors motivate employees in the bank. The factors are stated in the order of their importance, from the factor viewed as most important to the least one. Salary and other fringe benefits Job security Training and development opportunities
- 20. Issues being Discussed (Cont.) Respect and fair treatment received from superiors Possibility of future promotional opportunities Relationship with co-workers and, Guidance from supervisors
- 21. Type of leadership present in the bank and supervisor's behavior It emerged that in the bank, employees are given a chance to take part in decision-making on matters affecting them as well the fact that management takes time to listen to employees ideas. Employees are also given a chance to take part in assignments beyond the core of their job which motivate them as this give them a chance to gain new skills. Employees also cited the presence of working environment full of trust and openness. However, employees noted that some supervisors use the authoritarian type of supervision. This kind of supervision according to employees was the main demotivating factor.
- 22. How management and supervisors communicate with employees Employees indicated that there existed efficient and effective communication from the management. This efficiency in communication enabled the employees understand the nature of their assignment. Well understood assignment made employees tackle their assignment in the right way, resulting in a positive feedback that is obviously a motivator (Recognition/praise).
- 23. Lessons learnt Monetary benefits motivate most employees. This fact is clear since employees cited salary and other fringe benefits as their main motivating factor. This fact is in agreement with the theory of Scientific Management that noted that employees are economical beings who are motivated by money. Due to this tendency by employees to value money most, employers should consider using money related benefits as a motivating and retention factor in their organizations.
- 24. Lessons Learnt (Cont..) Besides, factors like job security, training and development opportunities, respect and fair treatment, and possibility of promotional opportunities indicate that Abraham Maslow's Theory of Hierarchy Needs applies in Kenya's labor market. Therefore, employers should not only cater for employees' monetary needs, but also self-esteem and self-actualization needs by providing opportunities for career growth within their organization.
- 25. Lessons Learnt (Cont.…) Management of these days should employ democratic leadership style since this type of style seems to attract the current generation of employees. Employees of this era do not stomach autocratic type of supervision, and if that is the case, they are ready to leave. Therefore, supervisors should create room for sharing responsibility with junior employees and refrain from being too much authoritative.
- 26. Lessons Learnt (Cont.…) Every organization should ensure there is efficient and effective communication in the organization. Effective communication is needed as it will ensure employees know what is expected of them and how best to execute the assigned task, something that motivates them
- 27. Comments From the above findings, it is clear that employees motivation and better performance of banks is positively correlated. This fact is clear since the bank under study has a both extrinsic and intrinsic motivators available to its employees. Therefore, banks and other financial institutions experiencing a high rate of labor turnover should strive to motivate their employees.
- 28. Comments(Cont.….) The motivation of employees will require such banks to introduce competitive pay schemes as well as creating a working environment that support career growth. In motivating their employees, banks should also choose a well-balanced portfolio of factors that provide both intrinsic and extrinsic motivation. From the findings above, extrinsic motivators like salary, job security, respect and fair treatment as well as relationship with co-workers are taking a bigger portion of motivating factors in the bank.
- 29. Comments (continued) Since the aforementioned factors result to dissatisfaction should they lack in an organization, banks should ensure such factors are available to their employees to reduce level of dissatisfaction. On the other hand, intrinsic motivators like training and development opportunities, future promotional opportunities, and being given assignment beyond one’s job scope should be used as employees retention factors to ensure the banks retains the most talented employees.
- 30. References Karimi, M. J. (2013). The impact of communication on employee motivation in The Kenyan public service: a case study of postal Corporation of Kenya (Doctoral dissertation, University of Nairobi,). Ngigi, G. (2013). NIC Bank tops list of Kenya’s mid-sized lenders. Business Daily, p. 1. Retrieved from http://www.businessdailyafrica.com/NIC-Bank-tops-list-of- Kenya-mid-sized-lenders/-/539552/1854774/-/udsgu1/- /index.html Nyamekye, F. (2012). Impact of Motivation on Employee Retention: A Case Study of Standard Chartered Bank Ghana Limited (Doctoral dissertation, Institute of Distance Learning, Kwame Nkrumah University of Science and Technology). Sc.com,. (2015). About Us - Standard Chartered Bank Kenya. Retrieved 16 June 2015, from https://www.sc.com/ke/about-us
- 31. THANK YOU
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Organizational Behavior Motivation Case Study
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Module 6: Designing a Motivating Work Environment
6.7 optional case study: motivation at xerox.
Figure 6.11 Anne Mulcahy, Former Xerox Chairman of the Board (left), and Ursula Burns, Xerox CEO (right) Source: Photo courtesy of Xerox Corporation.
As of 2010, Xerox Corporation (NYSE: XRX) is a $22 billion, multinational company founded in 1906 and operating in 160 countries. Xerox is headquartered in Norwalk, Connecticut, and employs 130,000 people. How does a company of such size and magnitude effectively manage and motivate employees from diverse backgrounds and experiences? Such companies depend on the productivity and performance of their employees. The journey over the last 100 years has withstood many successes and failures. In 2000, Xerox was facing bankruptcy after years of mismanagement, piles of debt, and mounting questions about its accounting practices.
Anne Mulcahy turned Xerox around. Mulcahy joined Xerox as an employee in 1976 and moved up the corporate ladder, holding several management positions until she became CEO in 2001. In 2005, Mulcahy was named by Fortune magazine as the second most powerful woman in business. Based on a lifetime of experience with Xerox, she knew that the company had powerful employees who were not motivated when she took over. Mulcahy believed that among other key businesses changes, motivating employees at Xerox was a key way to pull the company back from the brink of failure. One of her guiding principles was a belief that in order to achieve customer satisfaction, employees must be interested and motivated in their work. Mulcahy not only successfully saw the company through this difficult time but also was able to create a stronger and more focused company.
In 2009, Mulcahy became the chairman of Xerox’s board of directors and passed the torch to Ursula Burns, who became the new CEO of Xerox. Burns became not only the first African American woman CEO to head a Standard & Poor’s (S&P) company but also the first woman to succeed another woman as the head of an S&P 100 company. Burns is also a lifetime Xerox employee who has been with the company for over 30 years. She began as a graduate intern and was hired full time after graduation. Because of her tenure with Xerox, she has close relationships with many of the employees, which provides a level of comfort and teamwork. She describes Xerox as a nice family. She maintains that Mulcahy created a strong and successful business but encouraged individuals to speak their mind, to not worry about hurting one another’s feelings, and to be more critical.
Burns explains that she learned early on in her career, from her mentors at Xerox, the importance of managing individuals in different ways and not intentionally intimidating people but rather relating to them and their individual perspectives. As CEO, she wants to encourage people to get things done, take risks, and not be afraid of those risks. She motivates her teams by letting them know what her intentions and priorities are. The correlation between a manager’s leadership style and the productivity and motivation of employees is apparent at Xerox, where employees feel a sense of importance and a part of the process necessary to maintain a successful and profitable business. In 2010, Anne Mulcahy retired from her position on the board of directors to pursue new projects.
Discussion Questions
- How do you think Xerox was able to motivate its employees through the crisis it faced in 2000?
- How does a CEO with such a large number of employees communicate priorities to a worldwide workforce?
- How might Ursula Burns motivate employees to take calculated risks?
- Both Anne Mulcahy and Ursula Burns were lifetime employees of Xerox. How does an organization attract and keep individuals for such a long period of time?
- An Introduction to Organizational Behavior. Authored by : Anonymous. Provided by : Anonymous. Located at : http://2012books.lardbucket.org/books/an-introduction-to-organizational-behavior-v1.1/ . License : CC BY-NC-SA: Attribution-NonCommercial-ShareAlike
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Background of the study The effectiveness and efficiency of the service organisation such as the library is measured in terms of quality of service rendered to its users. The quality of service mainly depends upon the quality of its workforce, which in turn directly depends on professional knowledge, adaptability, satisfaction and commitment levels of the professionals working in a given library. The productivity levels of librarians depend upon their commitment to work, which is dependent on the satisfaction they derive from their jobs. A satisfied library professional is regarded as a productive professional who not only renders quality service to his/her users, but also ensures commitment to the parent organisation in which he/she is serving and contributes one’s might to its image building (Gowda, 2009).
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Organizational Behavior Harvard Case Solution & Analysis
Home >> Harvard Case Study Analysis Solutions >> Organizational Behavior
Employee dissatisfaction and low wage
It is to stipulate that the wage rate of employees at Walmart is significantly lower as compared to wages offers to employees in the market competitors. The cost cutting activities have been extensively controlled by management in an aggressive manner. The company has started lowering the employee benefit. One of the best way of cutting cost is to manage labor, but Walmart has failed to adopt and implement such strategy in effective manner. The employee has become dissatisfied due to the low wage rate. It is to notify that the company should raise the minimum wage rate of employees, and should pledge to heavily invest in paying and training workers.
Authoritarian Culture of Wal-Mart
There is an authoritarian culture at Walmart, in which the power is centralized and the ultimate person who makes decision is leader. It is noteworthy that at Walmart, the culture has pressurized the store level managers to squeeze more from the stockers, lower level managers and workers. At Walmart, the hyper centralized management has led to numerous issues, such as the workers could not share their viewpoints about the working condition as well as other problems. There is a one-way communication that focuses on instructing sub-ordinates. Also, the authoritarian culture at Walmart has left no scope of the innovation which in turn in hibits the growth in future. However, it is significantly important that the innovation should be facilitated in dynamic business environment that ensures the sustainable growth. The authoritarian culture has lasted inevitable impact on the motivation level of employees which in turn adversely affects the financial performance of company.
Discrimination issues
At Walmart, the incidents of discrimination have added fuel to the dissatisfaction of employees and adversely affected the reputation of the company. Walmart’s organizational culture has promoted discrimination against the employee’s disability and gender. According to Herzberg’s tow factor motivation theory, the factors that motivate employees includes achievement, growth opportunities, job satisfaction, recognition &responsibility. Absence of such factors might lead to employees’ dissatisfaction. It is reported that women employees are given less salary in comparison to male employees, which in turn affected the female employees’ motivation.
Recommendations
After taking into consideration the multiple issues related to organizational behavior, it is to recommend that Walmart should take a closer look on the organizational culture that would develop the positive working environment. The organizational policies and leadership style should motivate its employees for enhanced performance.
Standard wage rate
It is recommended that the company should provide standard wage rage to the employees for the purpose of satisfying the employees’ physiological needs. It would boost the company’s performance.(Nobel, 2011).
Mentoring Employees
In addition to this, the management at Walmart should strive to motivate employees via mentorship, the motivation can be achieved through recognizing the contribution of individual employee to the organizational success.(Gallo, 2011).
Effective Communication
The company should inculcate the atmosphere that would most likely foster the free communication with superiors and improves employee attitude as well as their perception regarding the company.The employees can effectively perform when the company understands the behavior of employees and use methods such as positive reinforcement to influence the behavior of employees.(Deliver a Strategy That Works by Managing Culture and Communication, 2017).
Organic Culture
The company should develop strong organic culture which would most likely support innovation, hence providing ample growth opportunities. Also, it would encourage employees to have team working on task altogether as well as coordinate the flow of duties or information.(Batista, 2013).
Anti-discrimination policy
To improve the morale of employees, the company should stop gender discrimination. For the purpose of making it effective, the organization should design anti-discriminatory policies as well as implement it properly.
Reward and recognition policy
In order to retain and attract the talented and skilled workforce, the company should offer career growth opportunities to the employees. Besides it, the company should also redesign reward and recognition policy for the purpose of motivating workforce in achieving excellence. In addition to this, the company should distribute responsibilities amongst workers, and objective of performing activity should be explained in appropriate manner to motivate them in order to enhance the performance of individual employee. Also, it is important to train the mid-level management to improve the communication with workforce or employees.(Xin Liu, 2016).
To sum up, it is to conclude that Walmart should make efforts in taking control of the business through various aspects of the organizational behavior. The significance associated with the organizational behavior in the setup of organization includes; it helps the company in enhancing the competencies by understanding the individual behavior, and helps to be aware of the needs of employees, hence align those needs with the work objectives. It is to recommend that the company should redesign reward and recognition policy, anti-discriminatory policy and it should develop organic culture where employees would feel free to share their ideas, opinions, thoughts and viewpoints............
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The case study aimed at examining how the said bank motivates its employees and how that affects employees retention. The relevance of the
Organizational Behavior Motivation Case Study ... The performance of human resources plays a very important role in the activity of any company, no matter the
Based on a lifetime of experience with Xerox, she knew that the company had powerful employees who were not motivated when she took over. Mulcahy believed that
Organizational Behavior & Motivation ... It's no secret that employees who are motivated tend to be more likely to reach their goals. Within a
Gagné, M., Deci, E. L. (2005), “Self-determination theory and work motivation“, Journal of Organizational Behavior, Vol. 26, No. 4, pp. 331-362. 8. Ganta, V. C.
Thereby, allowing an analysis thereafter to evaluate their effectiveness in relation to the study of organizational behaviour and management of motivation.
Textbook Site for: Organizational Behavior , Sixth Edition Gregory Moorhead, Arizona State University Ricky W. Griffin, Texas A & M University
organizational behaviour, case study - Free download as Word Doc (.doc), PDF File (.pdf), Text File (.txt) or read online for free. Organizational behavior
Employee Motivation is about the commitment to doing something. Motivation plays an important role to meet the company's goals in an organization.
According to Herzberg's tow factor motivation theory, the factors that motivate employees includes achievement, growth opportunities, job satisfaction