LESSON

5
HUMAN FACTORS AND MOTIVATION
CONTENTS
5.0 Aims and Objectives
5.1 Introduction
5.2 Definition of Motivation
5.3 Nature and Characteristics of Motivation
5.3.1 Motivation is an Internal Feeling
5.3.2 Motivation is Related to Needs
5.3.3 Motivation Produces Goal-directed Behaviour
5.3.4 Motivation can be Either Positive or Negative
5.4 Importance and Benefits of Motivation
5.5 Types of Motivation
5.5.1 Positive or Incentive Motivation
5.5.2 Negative or Fear Motivation
5.6 Theories of Motivation
5.6.1 McGregor's Theory X and Theory Y
5.6.2 Maslow's Need-Hierarchy Theory of Motivation
5.6.3 Hertzberg's Theory of Motivation
5.6.4 Victor Vroom's Expectancy Theory
5.6.5 McClelland's Need for Achievement Theory
5.7 Requirements of a Sound Motivation System
5.8 Methods of Motivating People
5.9 Let us Sum up
5.10 Lesson-end Activity
5.11 Keywords
5.12 Questions for Discussion
5.13 Suggested Readings
5.0 AIMS AND OBJECTIVES
The purpose of this lesson is to highlight the importance of enhancing employee motivation.
After studying this lesson you will be able to:
(i) describe meaning, nature and types of motivation
(ii) understand various theories related to motivation
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(iii) explain the pre-requisites of motivation
(iv) know the methods of motivation
5.1 INTRODUCTION
Motivation is the process of channelling a person's inner drives so that he wants to accomplish
the goals of the organization. Motivation concern itself with the will to work. It seeks to
know the incentives for work and tries to find out the ways and means whereby their
realization can be helped and encouraged. Managers, by definition, are required to work
with and through people, so they must gain at least some understanding of the forces that
will motivate the people they are to manage. People are complex and they are uniquely
different. What motivates one person may not motivate another. Most successful managers
have learned to understand the concept of human motivation and are able to use that
understanding to achieve higher standards of subordinate work performance.
5.2 DEFINITION OF MOTIVATION
"Motivation" is a Latin word, meaning "to move". Human motives are internalised goals
within individuals. Motivation may be defined as those forces that cause people to behave
in certain ways. Motivation encompasses all those pressures and influences that trigger,
channel, and sustain human behaviour. Most successful managers have learned to
understand the concept of human motivation and are able to use that understanding to
achieve higher standards of subordinate work performance.
Motivation has been defined by Michael J Juicus as "the act of stimulating someone or
oneself to get a desired course of action".
In the words of Lewis Allen, "Motivation is the work a manager performs to inspire,
encourage and impel people to take required action".
According to Dubin, Motivation is, "The complex of forces starting and keeping a person
at work in an organization. To put it generally, motivation starts and maintains an activity
along a prescribed line. Motivation is something that moves the person to action, and
continuous him in the course of action already initiated".
According to William G Scott, "Motivation means a process of stimulating people to
action to accomplish desired goals".
According to Koontz and O'Donnell, "Motivation is a general term applying to the entire
class of drives, needs, wishes and similar forces".
In the words of Brech, "Motivation is a general inspiration process which gets the
members of the team to pull their weight effectively, to give their loyalty to the group, to
carry out properly the tasks they have accepted and generally to play an effective part in
the job that the group has undertaken".
In the words of Dalton E McFarland, "Motivation refers to the way in which urges,
drives, desires, aspirations, striving or needs direct, control or explain the behaviour of
human beings".
In the words of Tolman, "The term motivation has been called an intervening variable.
Intervening variables are internal and psychological process which are not directly
observable and which, in turn, account for behaviour".
The Encyclopaedia of Management observes: "Motivation refers to the degree of
readiness of an organism to pursue some designated goal, and implies the determination
of the nature and locus of the forces, including the degree of readiness".
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In the words of C. B. Mamoria - Motivation is - "a willingness to expend energy to
achieve a goal or reward. It is a force that activates dormant energies and sets in motion
the action of the people. It is the function that kindles a burning passion for action among
the human beings of an organization".
Motivation is a process by which a need or desire is aroused and a psychological force
within our mind sets us in motion to fulfil our needs and desire. An unsatisfied need becomes
the motive for a person to spend his energy in order to achieve a goal. In a business
organization the 4 P's praise, prestige promotion and pay are the best positive motivators.
5.3 NATURE AND CHARACTERISTICS OF MOTIVATION
Psychologists generally agree that all behaviour is motivated, and that people have reasons
for doing the things they do or for behaving in the manner that they do. Motivating is the
work a manager performs to inspire, encourage and impel people to take required action.
The process of motivation is characterized by the following:-
5.3.1 Motivation is an Internal Feeling
Motivation is a psychological phenomenon which generates in the mind of an individual
the feeling that he lacks certain things and needs those things. Motivation is a force
within an individual that drives him to behave in a certain way.
5.3.2 Motivation is Related to Needs
Needs are deficiencies which are created whenever there is a physiological or
psychological imbalance. In order to motivate a person, we have to understand his needs
that call for satisfaction.
5.3.3 Motivation Produces Goal-Directed Behaviour
Goals are anything which will alleviate a need and reduce a drive. An individual's behaviour
is directed towards a goal.
5.3.4 Motivation can be either Positive or Negative
Positive or incentive motivation is generally based on reward. According to Flippo -
"positive motivation is a process of attempting to influence others to do your will through
the possibility of gain or reward".
Negative or fear motivation is based on force and fear. Fear causes persons to act in a
certain way because they are afraid of the consequences if they don't.
5.4 IMPORTANCE AND BENEFITS OF MOTIVATION
A manager's primary task is to motivate others to perform the tasks of the organization.
Therefore, the manager must find the keys to get subordinates to come to work regularly
and on time, to work hard, and to make positive contributions towards the effective and
efficient achievement of organizational objectives. Motivation is an effective instrument
in the hands of a manager for inspiring the work force and creating confidence in it. By
motivating the work force, management creates "will to work" which is necessary for
the achievement of organizational goals. The various benefits of motivation are:-
(i) Motivation is one of the important elements in the directing process. By motivating
the workers, a manager directs or guides the workers' actions in the desired direction
for accomplishing the goals of the organization.
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(ii) Workers will tend to be as efficient as possible by improving upon their skills and
knowledge so that they are able to contribute to the progress of the organization
thereby increasing productivity.
(iii) For performing any tasks, two things are necessary. They are: (a) ability to work
and (b) willingness to work. Without willingness to work, ability to work is of no
use. The willingness to work can be created only by motivation.
(iv) Organizational effectiveness becomes, to some degree, a question of management's
ability to motivate its employees, to direct at least a reasonable effort towards the
goals of the organization.
(v) Motivation contributes to good industrial relations in the organization. When the
workers are motivated, contented and disciplined, the frictions between the workers
and the management will be reduced.
(vi) Motivation is the best remedy for resistance to changes. When changes are
introduced in an organization, generally, there will be resistance from the workers.
But if the workers of an organization are motivated, they will accept, introduce and
implement the changes whole heartily and help to keep the organization on the right
track of progress.
(vii) Motivation facilitates the maximum utilization of all factors of production, human,
physical and financial resources and thereby contributes to higher production.
(viii) Motivation promotes a sense of belonging among the workers. The workers feel
that the enterprise belongs to them and the interest of the enterprise is their interests.
(ix) Many organizations are now beginning to pay increasing attention to developing their
employees as future resources upon which they can draw as they grow and develop.
5.5 TYPES OF MOTIVATION
If a manager wants to get work done by his employees, he may either hold out a promise
of a reward (positive motivation) or he may install fear (negative motivation). Both these
types are widely used by managements.
5.5.1 Positive or Incentive Motivation
This type of motivation is generally based on reward. A positive motivation involves the
possibility of increased motive satisfaction. According to Flippo - "Positive motivation is
a process of attempting to influence others to do your will through the possibility of gain
or reward". Incentive motivation is the "pull" mechanism. The receipt of awards, due
recognition and praise for work-well done definitely lead to good team spirit, co-operation
and a feeling of happiness.
Positive motivation include:-
Praise and credit for work done
Wages and Salaries
Appreciation
A sincere interest in subordinates as individuals
Delegation of authority and responsibility
5.5.2 Negative or Fear Motivation
This type of motivation is based on force and fear. Fear causes persons to act in a
certain way because they fear the consequences. Negative motivation involves the
possibility of decreased motive satisfaction. It is a "push" mechanism.
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The imposition of punishment frequently results in frustration among those punished,
leading to the development of maladaptive behaviour. It also creates a hostile state of
mind and an unfavourable attitude to the job. However, there is no management which
has not used the negative motivation at some time or the other.
Check Your Progress 1
1. Define Motivation?
2. Explain the nature and characteristics of motivation.
3. What is the benefits of motivation?
4. Explain the types of motivation.
5.6 THEORIES OF MOTIVATION
Motivation to work is very complex. There are many internal and environmental variables
that affect the motivation to work. Behavioural scientists started to search new facts
and techniques for motivation. These theories are termed as theories of motivation. The
most important theories are explained below.
5.6.1 McGregor's Theory X and Theory Y
Different styles of management have a different bearing on the motivation of workers in
the organization. The style adopted by a manager in managing his subordinates is basically
dependent upon his assumption about human behaviour. Theory X is negative, traditional
and autocratic style while Theory Y is positive, participatory and democratic. Thus, these
labels describe contrasting set of assumptions about human nature.
Douglas McGregor has classified the basic assumption regarding human nature into two
parts and has designated them as 'theory X and 'theory Y'.
Theory X: This is the traditional theory of human behaviour, which makes the following
assumptions about human nature:
1. Management is responsible for organizing the elements of productive enterprises -
money, material, equipment, and people - in the interest of economic ends.
2. With reference to people it is a process of directing their efforts, motivating them,
controlling their actions, modifying their behaviour in order to be in conformity with
the needs of the organization.
3. Without this active intervention by management, people would be passive even
resistant to organizational needs. Hence they must be persuaded, rewarded, punished
and properly directed.
4. The average human being has an inherent dislike of work and will avoid it if he can.
5. He lacks ambition, dislikes responsibility and prefers to be led.
6. He is inherently self-centred, indifferent to organizational needs.
7. He is by nature resistant to change.
8. He is gullible, not very bright.
Theory Y: The assumption of theory Y, according to McGregor are as follows:-
1. Work is as natural as play or rest, provided the conditions are favourable; the
average human being does not inherently dislike work.
2. External control and the thrust of punishment are not the only means for bringing
about efforts towards organizational objectives. Man can exercise self-control and
self-direction in the service of objectives to which he is committed.
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3. Commitment to objectives is a result of the rewards associated with their
achievement. People select goals for themselves if they see the possibilities of
some kind of reward that may be material or even psychological.
4. The average human being, under proper conditions does not shirk responsibility, but
learn not only to accept responsibility but also to seek it.
5. He has capacity to exercise a relatively high degree of imagination, ingenuity and
creativity in the solution of organizational problems in widely, not narrowly distributed
in the population.
6. Under conditions of modern industrial life the intellectual potentialities of people
are only partially utilized. As a matter of fact, men, have unlimited potential.
Comparison of Theory X and Theory Y
5.6.2 Maslow's Need-Hierarchy Theory of Motivation
According to Abraham Maslow, a U.S psychologist, man is a wanting animal. He has a
variety of wants or needs. All motivated behaviour of man is directed towards the
satisfaction of his needs. The theory postulated that people are motivated by multiple
needs, which could be arranged in a hierarchy.
Maslow offers a general theory of motivation called the 'need hierarchy theory'.
The features of his theory are as follows:-
1. People have a wide range of needs which motivate them to strive for fulfilment.
2. Human needs can be definitely categorized into five types:
Physical needs,
Safety or security needs,
Affiliation or social needs,
Esteem needs and
Self-actualisation needs.
3. These needs can be arranged into a hierarchy. Physical needs are at the base
whereas self-actualisation needs are at the apex.
4. People gratify their physical needs first, when the need is satisfied, they feel the
urge for the next higher level need.
5. Relative satisfaction of lower level need is necessary to activate the next higher
level need.
THEORY X THEORY Y
1. Theory X assumes human beings inherently
dislike work and are distasteful towards work.
1.Theory Y assumes that work is as natural
as play or rest
2. Theory X emphasizes that people do not have
ambitions and they shrink responsibility
2. Theory Y assumes just the reverse.
Given proper conditions, people have
ambitions and accept responsibility
3. Theory X assumes that people in general have
little capacity for creativity
3. According to Theory Y the creativity is
widely distributed in the population
4. According to Theory X, people lack self
motivation and require be externally controlling
and closely supervising in order to get maximum
output.
4. While in Theory Y people are self-
directed and creative and prefer Self-
control
5. Theory X emphasise upon centralization of
authority in decision-making process
5. Theory Y emphasizes decentralisation
and greater participation in decision-
making process

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6. A satisfied need does not motivate human behaviour. It only triggers or activates
the urge for the next higher level of needs.
Deficit and Progression Principles: In order to comprehend the full meaning of
Maslow's theory, it is necessary to understand the deficit and progression principles.
Deficit Principle: According to Maslow, once a need is fairly well satisfied, it is no
longer a stronger motivator of behaviour. People are motivated to satisfy only those
needs that are perceived to be deficient.
Progression Principle: Maslow contends that the five categories of needs exist in a
hierarchy. A need at a given level is not activated until the need directly below it is fairly
well gratified. Thus, the person is expected to progress step-by-step up the need hierarchy.
The need-hierarchy theory must not be viewed as a rigid structure to be applied universally
in all situations. The hierarchy represents a typical pattern that operates most of the
time.
Figure 5.1: Maslow's Hierarchy of needs.
5.6.3 Hertzberg's Theory of Motivation
Hertzberg developed a theory of motivation on the premise that human nature has two
separate elements - The motivators and maintenance factors. According to this theory
of motivation the items that determine job content are considered motivational factors
e.g.:- Achievement, recognition, responsibility, advancement and the work itself. The
elements that influence the job context are the hygiene or maintenance factors e.g.:-
company policy, salary, inter-personal relations, working conditions etc. They must be
adequate and if they are absent or inadequate, they will create dissatisfaction.
(a) Hygiene Factors: Hygiene factors represent the need to avoid pain in the
environment. They are not an intrinsic part of a job, but they are related to the
conditions under which a job is performed. They are associated with negative
feelings. They must be viewed as preventive measures that remove sources of
dissatisfaction from environment. Hertzberg believed that hygiene factors created
a zero level of motivation and if maintained at proper level prevents negative type
of motivation from occurring.
Thus, hygiene factors, when absent, increase dissatisfaction with the job. When
present, help in preventing dissatisfaction but do not increase satisfaction or
motivation.
(b) Motivators: Motivators are associated with positive feelings of employees about
the job. They make people satisfied with their job. Motivators are necessary to
keep job satisfaction and job performance high. On the other hand, if they are not
PHYSIOLOGICAL
(Hunger, thirst, relaxation, sex,
etc)
SECURITY
(Protection against
danger, threat
deprivation etc)
SOCIAL ASSOCIATION WITH
OTHERS
(Belonging, giving and receiving affection etc)
ESTEEM SELF-
RESPECT
(Status etc)
SELF-
ACTUALISATION
(Creativity, self-
expression etc.
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present they do not prove highly satisfying. Motivational factors or satisfiers are
directly related to job content itself, the individual's performance of it, its responsibilities
and the growth and recognition obtained from it. Motivators are intrinsic to the job.
Thus, when motivators are absent, prevent both satisfaction and motivation. When,
motivators are present, they lead to satisfaction and motivation.
To apply the two-factor theory to the workplace, Hertzberg suggests a two-step process
(i) The supervisor should attempt to eliminate the hygiene factors that are found to be
more basic than factors that lead to satisfaction.
(ii) Once the dissatisfies have been somewhat neutralized, the supervisor may be able
to motivate workers through the introduction of motivational factors.
5.6.4 Victor Vroom's Expectancy Theory
Expectancy Theory was developed by Victor H Vroom. It is based on the notion that
human behaviour depends on people's expectations concerning their ability to perform
tasks and to receive desired rewards. The expectancy theory argues that the strength of
a tendency to act in a certain way depends in the strength of an expectation that the act
will be followed by a given outcome and on the attractiveness of the outcome to the
individual. It includes three variables which Vroom refers to as -
(i) Valance: Valence means the strength of an individual's preference for a particular
outcome. A valence of zero occurs when the individual is indifferent towards the
outcome. The valance is negative when the individual prefers not attaining the
outcome to attaining it.
(ii) Instrumentality: Instrumentality refers to the relationship between performance
and reward. It refers to a degree to which a first level outcome (e.g.:-superior
performance) will lead to a desired second level outcome (e.g.:- promotion). If
people perceive that their performance is adequately rewarded the perceived
instrumentality will be positive. On the other hand, if they perceive that performance
does not make any difference to their rewards, the instrumentality will be low.
(iii) Expectancy: People have expectancies about the likelihood that an action or effort
on their part will lead to the intended performance. Workers will be motivated by
the belief that their performance will ultimately lead to payoffs for them. Expectancy
is the probability that a particular action will lead to a particular first level outcome.
In sum, Vroom emphasizes the importance of individual perceptions and assessments of
organizational behaviour. The key to "expectancy" theory is the "understanding of an
individual's goals" - and the linkage between "effort" and "performance" between
"performance" and "rewards" and between "rewards" and "individual-goal satisfaction".
It is a contingency model, which recognizes that there is no universal method of motivating
people. Because we understand what needs an employee seeks to satisfy does not
ensure that the employee himself perceives high job performance as necessarily leading
to the satisfaction of these needs.
5.6.5 McClelland's Need for Achievement Theory
David C McClelland, a Harvard Psychologist, has proposed that there are three major
relevant motives most needs in work-place situations. According to him, the motives
are:-
The need for achievement i.e., strives to succeed.
The need for affiliation i.e., warm relationship with others.
The need for power i.e., controls other people.
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According to McClelland, every motive is acquired except striving for pleasure and
avoiding pain. He proposed that people acquire these needs for achievement, power and
affiliation through experiences over the time. On the job, people are motivated by these
needs, and the manager can learn to recognize these needs in workers and use them to
motivate behaviour.
McClelland used the Thematic Apperception Test (TAT) to study human needs. The
TAT process involves asking respondents to look at pictures and write stories about
what they see in the pictures. The stories are then analysed to find certain themes that
represent various human needs. From his research, McClelland found that, achievement
motive is a "desire to perform in terms of a standard of excellence or to be successful in
competitive situations". They (employees) seek situations where:
1. They can attain personal responsibility for finding solutions to problems.
2. They can receive immediate feedback information on how they are progressive
towards a goal.
3. They can set moderately challenging goals.
4. They find accomplishing a task intrinsically satisfying.
"High achievers" differentiate themselves from others by their desire to do things better.
Evaluation: Achievement motivated people is the backbone of any organization. As
such considerable time and attention must be devoted to constructing ways of developing
the achievement motive at the managerial level. Organizational climate must be conducive
to high achievement. Managers must try to raise the achievement need level of
subordinates by creating the proper work environment, increasing responsibility and
autonomy and rewarding excellence in performance.
Check Your Progress 2
1. Explain theory X and theory Y.
2. Explain the need hierarchy theory.
3. Explain the term 'valance' and 'expectancy'.
4. Explain the features of the need achievement theory.
5.7 REQUIREMENTS OF A SOUND MOTIVATION SYSTEM
It is very difficult for an average manager to sort through all the different motivational
theories and models and know when and how to maximize their application in widely
differing situations. There should be a sound system of motivation to make the workers
put forth their best efforts. A sound system of motivation should have the following
essential features.
1. A sound motivation system should satisfy the needs and objectives of both
organization and employees.
2. Motivational system should change with the changes in the situation.
3. Jobs should be designed in such a way as to provide challenge and variety.
4. Managers should recruit the active co-operation of subordinates in improving the
organization's output. Subordinates should be made to realize that they are
stakeholders in the organization.
5. The motivational system should satisfy the different needs of employees. It should
be directly related to the efforts of the employers.
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6. The motivational system should be simple so that it is easily understood by the
workers.
5.8 METHODS OF MOTIVATING PEOPLE
Several factors influence human behaviour. There are numerous drives and needs which
can act as good motivators moving people to work and getting things done through them
as per the plan. People respond to physiological needs, social needs and egoistic needs.
Human needs and desires are the door ways through which the manager channelises his
motivation efforts. There are three types of motivational programmes to improve a person's
behaviour towards his job. These are:-
1. Pay incentive plans,
2. Job enrichment and
3. Management by objectives.
Factors Determining Response to Motivation
There are four important factors governing employee response to the measures of
motivation:
The intensity or urge of the Drive.
Past Experience - can he rely upon the promises given by the boss.
Amount of Reward - The quantity and quality of the reward can influence the
amount of extra effort put forth by the employee.
Time Relationship of Response to Reward - Long range promises are less effective
than immediate fulfilment.
Check Your Progress 3
1. What are the requirements of a sound motivation system?
2. Explain the methods of motivating people.
3. What are the factors determining the response to motivation?
5.9 LET US SUM UP
People are complex and they are uniquely different. What motivates one person may not
motivate another. Most successful managers have learned to understand the concept of
human motivation and are able to use that understanding to achieve higher standards of
subordinate work performance. Motivation is the process of channelling a person's inner
drives so that he wants to accomplish the goals of the organization. Motivation concern
itself with the will to work. The Encyclopaedia of Management observes: "Motivation
refers to the degree of readiness of an organism to pursue some designated goal, and
implies the determination of the nature and locus of the forces, including the degree of
readiness". Motivation facilitates the maximum utilization of all factors of production,
human, physical and financial resources and thereby contributes to higher production.
Motivation promotes a sense of belonging among the workers. The workers feel that the
enterprise belongs to them and the interest of the enterprise is their interests. Many
organizations are now beginning to pay increasing attention to developing their employees
as future resources upon which they can draw as they grow and develop. If a manager
wants to get work done by his employees, he may either hold out a promise of a reward
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Motivation
(positive motivation) or he may install fear (negative motivation). Both these types are
widely used by managements. Positive or Incentive Motivation is generally based on
reward. There are three types of motivational programmes to improve a person's behaviour
towards his job. These are Pay incentive plans, Job enrichment and Management by
objectives. Motivation to work is very complex. There are many internal and environmental
variables that affect the motivation to work. Behavioural scientists started to search
new facts and techniques for motivation. These theories are termed as theories of
motivation.
5.10 LESSON END ACTIVITY
Elaborate the following statement:
Motivation is a process by which a need or desire in aroused and a psychological force
within our mind sets us in motion to fulfill our needs and desire.
5.11 KEYWORDS
Motivation
Hygiene Factors
Valance
Instrumentality
Expectancy
5.12 QUESTIONS FOR DISCUSSION
1. Define Motivation. What is its importance?
2. "Management is essentially a process of motivation". Explain.
3. Critically examine Maslow's need priority theory. How far up the hierarchical ladder
do most people progress?
4. Distinguish between motivators and hygiene factors. Why is it important to make
this distinction?
5. Does money play any role in motivating people? Explain.
6. Define "morale" and explain its importance in an organization.
7. Explain the requirements of a sound motivational system.
5.13 SUGGESTED READINGS
Abraham H. Maslow, "Motivation and Personality" Harper and Row, New York (1954)
Abraham K. Korman, "Organizational Behaviour" Prentice-Hall, Englewood Cliffs,
N.J (1977)
Bernard Berelson and Garry A. Steiner "Human Behaviour" Harcourt, Brace & World,
New York (1964)
Clayton P. Alderfer, "Existence, Relatedness and Growth: Human Needs in
Organisational Settings" Free Press, New York (1972)
Dalton E. McFarland, "Management Principles and Practices" Macmillan, New Yorks
(1974)
Douglas McGregor, "The Human Side of Enterprise" McGraw-Hill, New York (1954)
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David C. McClelland, "The Achievement Motive" Appleton-Century-Crofts, New York (1953)
Elmer H. Burack and Robert D. Smith, "Personnel Management - A Human Resource
Systems Approach" John Wiley, New York 91982)
Frederick Herzberg, "Work and the Nature of Man" World Publishing, Clever land (1966)
International Labour Organisation, "Payments by results" Oxford &IBH, New Delhi
(1951)
John W. Newstrom and Keith Davis, "Organisational Behaviour: Human Behaviour
at Work" Tata McGraw-Hill, New Delhi (1998)
Peter F. Drucker, "How to be an Employee", Psychology Today, (March 2968)
Rensis Likert, "New Patterns of Management" McGraw-Hill, New York (1961)
Robert Dubin, "Human Relations in Administration" Prentice-Hall of India, New Delhi (1974)
Robert L. Mathis and J.H Jackson, "Personnel - Contemporary Perspectives and
Applications" West Publishing New York (1982)
Robert N. Ford, "Motivation Through the Work Itself", American Management
Association, New York (1969)
P.G. Aquinas, Organizational Behaviour, Excel Books, New Delhi.
Case Sri Ram Pharmacy
K.U Nayak is the Managing Director of Sri Ram Pharmacy, a medium sized pharmaceutical firm
in Mangalore. He holds a M.S degree in pharmacy. He has been managing the company from
its inception in 1980. For more than two decades, the company is doing reasonably well.
Of late, Mr. Nayak has noticed that the workers are not working to their full potential. It is a
well-known fact that they filled their days with unnecessary and unproductive activities
and worked only for the sake of wages. About a year back, the situation has become quite
alarming as the organisation began to crumble under the weight of uneconomical effort.
The situation demanded prompt remedial measure to check the detrimental trend that was
noticed in the last year. Mr. Nayak knew very well that the only way to progress and prosper
is to motivate workers to peak performance through various incentive plans.
Mr. Nayak summoned the HR Manager and enquired - What is the problem with the workers?
We pay the highest in the industry. Our working conditions are excellent. Our fringe benefits
are the best in the industry. Still the workers are not motivated. Find out what the workers
really want? Unless productivity increases we are doomed.
The HR Manager made a detailed investigation and comes out with the following reply -
The wages, fringe benefits and working conditions are not enough. Other things are equally
important. I have found out from the workers that work and efficiency go unnoticed and
unrewarded in the company. The promotions and benefit plans are tied to the length of
service. Even unproductive workers enjoy all the benefits in the organisation, which in fact,
according to the workers, should go only to those who work hard. As a result more and
more workers are joining the bandwagon of non-performers. This has become quite alarming
as workers refuse to perform.
Questions:
1. Explain the motivational problem in this case by relating it to Herzberg's theory.
2. Analyse the problem in depth and find out a solution to the problem.
3. If you were the HR Manager how would you motivate the employees so that they work
better?