GIẢI PHÁP TẠO ĐỘNG LỰC CHO CÁN BỘ NHÂN VIÊN TẠI NGÂN HÀNG BĂC Á CHI NHÁNH HẢI PHÒNG INTRODUCTION The process of globalization and international economic integration has been occurring rapidly, drastically and become irreversible development trend of the world economy today Recognize the inevitability development trends of the world economy; Vietnam has defined the importance to participate in regional and international economic integration Being WTO membership has given to Vietnam many opportunities and challenges In this context, economic development is a top priority strategy Human resource is indispensable and plays a vital role in this development Thus, human resource management is an important activity within the organization To develop the economy and to improve labor productivity, the motivation to work for staff and employees of the company should be considered as a very important part Motivation is such a powerful lever to push employees to work, thereby contributing to improving the production efficiency of the company The following essay would like to present some aspects conducted by myself from analysis of practical experience and theory about how to improve productivity and to motivate the employees I WORK MOTIVATION What is work motivation? Work motivation is the desire and willingness of workers to intensify efforts aimed at achieving the objectives of the organization All organizations can only achieve high productivity when their employees work actively and creatively That depends on the ways and methods of employers in motivating their employees Research theory on creating work motivation for employees There have been many theoretical studies on behaviors to motivate employees such as: • Maslow's theory of needs • McGregor’s theory of human nature • Herzberg's Two-Factor theory • The expectation theory of Victor Vroom, which is simplified through the promotion model of Porter and Lawler • Theory of Fairness • Intrinsic motivation theory of Hackman and Oldman *) Maslow's theory of needs: This theory reached its peak in the identification of the needs of human nature in general So far, there is no theory better than this, even though there are many "candidates intend to replace." According to the theory of American psychologist Maslow Abraham, people have different levels of needs When the low-level needs are satisfied, higher-level needs become as driving force Once a need is met, other needs will appear As a result, people are always unmet their needs and these needs motivate people to perform certain tasks in order to satisfy them a The exist or biological needs Located at the lowest position of the hierarchy of needs is the need to survive or physiological needs These include basic needs such as: food, water, rest or shelter The human body needs to have these things in order to survive At work, a person must satisfy the material needs He should be paid a reasonable salary to be able to feed himself and his family He must be having lunch, time of rest to recover health; get rid of fatigue and monotony of work b Security / Safety Needs When physiological needs at the lowest level are met, higher-level needs come after People want to be assured the safety of the body He wants to work in a safety place, such as in a workshop where leaders are interested in protecting the health and safety for workers This explains why many people not like to work on construction sites and shipyards Moreover, the workers want a safety and long-term job to stabilize and to ensure his life for a long time He does not want to lose his job because of any reason c Social Needs Human nature is to desires to stay in groups Everyone wants to be a member of any group and maintain relationships with others All of us are members of a family, a school, a religion, a community or a group of friends These needs will be essential when the biological or safety needs have been met At work, everyone have lunch together, join the football team of the company and participate in the trip or other social activities The wise managers often encourage gather activities or support the establishment of a social club in the company These activities enable employees of a department meeting and contacting the staff of other departments At the same time, they also develop a sense of community and teamwork In some Japanese companies, all employees of the company are set to sing the company song every morning d Esteem Needs Next level is the need for respect or recognition for achievement, talent, ability and knowledge of an individual At work, the symbol of status can satisfy these needs Cars equipped by the company, the private parking area, comfortable working room and a private secretary are practical necessities, and they show an impression of the importance or success The reward for long service and the prize for the best workers in the month are awarded to show high appreciation and recognition of personal achievement for everyone e Self-actualisation Needs The highest level is the need to express and develop the capabilities of individuals This explains why a sports athlete want to improve his record or an architect is interested in working with a new design plan At work, this need is particularly important for high-level administrators, including the chief The lack of satisfaction and challenge of the work is often the reason leading many managers leave their jobs *) Herzberg's Two-Factor theory American management theorists, Frederick Herzberg explained human motivation in a completely different way He made two sets of factors driving workers and the first of the two is called "hygiene factors" This group only works to maintain good order, prevent "disease", but they not have the effect of making people work better These factors include salary, management, supervision and working conditions All workers are expected to receive salaries matching with their efforts, the company is managed properly and their working conditions are comfortable When these factors are met, the workers see it as inevitable But without them, they will become dissatisfied and productivity will be declined The second set of factors is really motivators or satisfiers… They include achievement, challenge, responsibility, advancement and development Motivating factors are related to job contents and hygiene factors are related to the scope of work Without motivating factors, workers will express their dissatisfaction, laziness and lack of interest in working These cause severely loss of spiritual aspects Herzberg found that in many companies, managers try to improve the hygiene factors and expect their employees to be more satisfied in their work, but they were disappointed He suggested that they should improve the motivating factors if the administrator wishes to have a positive response from workers Herzberg has launched a program to enrich the work as a method of applying his theory of motivating factors This program includes making the work more challenging by allowing employees to participate more actively and more autonomy in their work This will give them the feeling of completion and more satisfaction Through the study of two typical theories of Maslow and Herzberg, we can see the relationship in the following illustration: Maslow's theory of needs SELFSELFACTUALIZATON ACTUALIZATON NEEDS NEEDS Herzberg's Two-Factor theory MOTIVATING MOTIVATING FACTORS FACTORS Job Job challenges challenges Achievements Achievements Responsibility Responsibility Growth Growth in in work work Advancement Advancement Position Position Reorganization Reorganization ESTEEM ESTEEM NEEDS NEEDS Individual’s Individual’s relations relations Policies Policies and and managements managements SOCIAL SOCIAL NEEDS NEEDS SECURITY/SAFTY SECURITY/SAFTY SECURITY/SAFTY NEEDS NEEDS NEEDS HYGINE HYGINE FACTORS FACTORS Working Working conditions conditions Job Job safe safe Salary Salary Private Private demands demands BIOLOGICAL BIOLOGICAL NEEDS NEEDS Illustration 2.2: Leveling comparison between Maslow's theory of needs and Herzberg's Two-Factor theory We can see that in comparison with Maslow's Hierarchy of Needs Theory, the lowest three level of the hierarchy including the biological needs, safety needs, and social needs are corresponding to the hygiene factors of Herzberg's theory that refer to wages, working conditions and safety conditions, relationship between individuals and groups or team… Top two level of the hierarchy including esteem needs and self- actualization needs are corresponding to the motivating factors Herzberg's theory shown as: the recognition, status, position in the company (the society), capable of growth, achievement in work, new challenges at work Apply my leaning knowledge, hereinafter, I would like to introduce the company where I have been working, my current position and I would like to give an assessment of the strengths and weaknesses of the company according to the aboveanalyzed theory II INTRODUCTION NORTH ASIA COMMERCIAL JOINT STOCK BANK Hai Phong Branch General Introduction The North Asia Commercial Joint Stock Bank - Hai Phong Branch , opened on December 21, 2011 under the decision of the General Director of the North Asia Commercial Joint Stock Bank, is one of the branches of the large joint-stock commercial banks having active healthy and efficient business activities , which contributes to the economic development of Hai Phong in particular and the country in general or of the entire North Asia banking system throughout the country The North Asia Commercial Joint Stock Bank is run based on five principles: Proactive - Professional - Reliable - continuously improving – for true happiness Keep its mind bright as stars, the North Asia Commercial Joint Stock Bank have built new bank norms, harmonious combination between traditional character with international standards quintessence , create balance financial strength for the nation to direct to a prosperous future 2.Functions and tasks of the North Asia Commercial Joint Stock Bank - Hai Phong Branch - Strengthen capital mobilization from market No.1, boost strongly marketing and established good relationships with customers, enterprises - Continue account outstanding growth consistent with growth of capital Strictly control the quality of credit - Develop Banking in the direction of diversifying , modernizing the quality perfectly - Develop and Build the strong North Asia Commercial Joint Stock Bank in all respects, and to be competitive in the integration period, take the product and service quality as criteria recognized by customers Structure of machinery Director Deputy director and Head of customer relationship Department Administrative department Operational department Customer relationship Department Describe my position and duties in my company I am currently working as a expert on customer relationship My main duties are: - Directly expand and add new customer resources, give advice, persuade customers to use the products in order to raise capital of the North Asia Bank and to ensure sales targets set out - Care customers in the process of using the products and services in order to contribute to the development of products and services, brand image of the North Asia Bank - Evaluate customer based on business processes, prepare a proposal, coordinate with the department of credit in order to propose for issuing credit and related issues - Strengthen and develop customer relationships in order to deploy absolutely demand for products and services of the bank III MOTIVATION TO WORK IN THE BANK The motivation to work The Steering committee of the bank are aware of the role of staff in determining the success of the company, they timely come up with policies to encourage employees of the Bank to fulfill their responsibilities assigned, at the same time to express concerns about the mental and material of The Steering committee of the bank ,of myself, and of employee’s family With details as follows: - Staffs of the North Asia Commercial Joint Stock Bank - Hai Phong Branch are working in a new and spacious head office which has sufficient equipments and working supplies, completely meet the work requirements; is a leader during the process of entire innovation for both quantity and quality: furniture, rooms are decorated in accordance with the new brand identity, working style in accordance with the service industry, customers are owners - The Steering Committee have set up a process of supporting, visiting and encouraging employees and families of employees working at the bank They give Policy of visiting the sick in the families of officials and employees, maternity allowance, fire allowance, reward policy for cadres’ children Particularly, they themselves are very interested in the spiritual life of the employees:specifically, directors always have the interest and encouragement to each person, consider each person in the bank his sisters and brothers in the house, always praise when each individual achieves good results in their work - Build the process of assessing done work level in order to formulate regulations on paying salary, bonus and commending and rewarding at the end of the year - Organize concentrative training sessions for staffs to raise their professional 2.Limitations in promoting motivation - Although the bank has had the processes of rewarding and encouraging employees to achieve better efficiency and contribute ideas for the bank, but in fact, it still exists conflicts between operational department and customer relationship department on the distribution of rights of managing and caring current customers; During the process of working, it also happens disagreement on ideas for assigning customer code for experts of the customer relationship department to manage - It has still rigidly stereotyped in accordance with the old process,which has caused inconvenience for the care and time consuming for customers to make procedures at the bank - The bank has also organized many concentrative training sessions at the clubhouse ,but travelling expenses and mission expenses have still kept in the old regulations,which is not suitable for conditions of rising prices in the present time, causing many inhibitors for staffs when going on vacation - The disagreement on the opinion of managing staffs of the two leaders Director manages personnel in accordance with the time, is close in work and in compliance with working regulations, maximum cost savings Deputy Director has the style of a businessman, so the time as well as regulations can simple, but what is important and is the end result, staffs under him have to complete criteria assigned by their superiors Therefore, a few arguments about the employee's work hours have happened many times, which has made the employees not have a clear working mechanism, always have to look at the attitude of the managers to work - The quantity of employees in a branch of the bank is not much, but because the current socio-economic situation has been facing many difficulties, the work arrangement for employees has not really suited , so a number of employees that have not done properly qualified , have felt tired of their jobs That has caused bad mentality good for their employees and they themselves has felt there is no motivation for them to work and no opportunity to develop in the organization 3.Solutions to boost motivation - Unify a clear working mechanism of each department for its staffs to have the mechanism , which creates for them a motivation, morale to work, raises efficiency in work - Cadre managing directly in his/her department should closely monitor the working process of the employees in his/her department, offer guidance and suggestions to help your employees improve and develop their own capacity - The steering committee should organize the operational staffs to go together, there should be no separation because the coordination of group work has increased the power of unity in the bank and has increased efficiency when contacting with customers - The country has still been difficult, requiring that each organization needs to save properly, avoid waste, however, this is not the maximum tightening , causing a opposed psychology to employees, therefore, there should be a regulation on internal expenses of the North Asia bank branches in Haiphong 10 IV CONCLUSION Through the organizational behavior Management subject, I realize that this is really necessary for those who are working in the organization, for individuals and for the company's leadership Organizational behavior management helps us recognize the shortcomings in promoting motivation for employees, creating a comfortable work environment, mentally encourage and improve efficiency Besides, the businesses recognize the importance of teamwork, communication and media, the developing corporate culture for the organization, the role of leaders in orienting employees in the company I hope that with the knowledge learned along with the contributions and giving opinions of the instructors,this will help my organization increasingly develop I would like to thank again Associate Professor Dr Tran Van Binh for your useful lectures REFERENCES 1.Slide about lectures on the organizational behavior management of Associate Professor Dr Tran Van Binh Website http://baca-bank.vn Internal documents issued by the North Asia Commercial Joint Stock Bank 11 ... needs When the low-level needs are satisfied, higher-level needs become as driving force Once a need is met, other needs will appear As a result, people are always unmet their needs and these... the prize for the best workers in the month are awarded to show high appreciation and recognition of personal achievement for everyone e Self-actualisation Needs The highest level is the need... for cadres’ children Particularly, they themselves are very interested in the spiritual life of the employees:specifically, directors always have the interest and encouragement to each person,