Understanding and Applying Motivation Theories for Achieving Organization Goals
Motivation theories provide ready and general constructs to analyze the behavior of human resources at work place. This analysis can distinctly exhibit the possible solutions to motivational problems at work place. Management of any organization has to work adequately to enthuse the human resources in order to ensure that they do work in consonance with organizational goals and objectives.
Routine-requiring the 5 employees to attend to customer queries on mortgages, insurance and bank accounts themselves. This work is fairly structured task. The bank has standard question templates on terminals. Employees are required to query the customer and fill in the required data in these templates. Based on this data the answer to customer question(s) appears on terminal screen. This is then passed on to the customer to ensure satisfactory service. Such tasks form up to 90% of the total work load of these 5 employees.
Non routine -These are customer queries which cannot be satisfied by the terminal based templates. They require additional knowledge about the banking products and often present such decision situations where creativity and correlation skills are required. It is an internal practice that such queries may be forwarded to the manager to deal. Normally such queries form about 10% of the total queries received by these 5 employees. ...