ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH --------------------- NGUYỄN XUÂN HÙNG IMPROVE EMPLOYEE MOTIVATION IN TUYEN QUANG POST OFFICE BETWEEN 2018 AND 2022 HOÀN THIỆN CÔNG TÁC TẠO ĐỘNG LỰC CHO NGƯỜI LAO ĐỘNG TẠI BƯU ĐIỆN TỈNH TUYÊN QUANG GIAI ĐOẠN 2018 - 2022 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH HÀ NỘI - 2020 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH --------------------- NGUYỄN XUÂN HÙNG IMPROVE EMPLOYEE MOTIVATION IN TUYEN QUANG POST OFFICE BETWEEN 2018 AND 2022 HOÀN THIỆN CÔNG TÁC TẠO ĐỘNG LỰC CHO NGƯỜI LAO ĐỘNG TẠI BƯU ĐIỆN TỈNH TUYÊN QUANG GIAI ĐOẠN 2018 - 2022 Chuyên ngành: Quản trị kinh doanh Mã số: 60 34 01 02 LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH NGƯỜI HƯỚNG DẪN KHOA HỌC: TS. ĐỖ XUÂN TRƯỜNG HÀ NỘI - 2020 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com DECLARATION The author confirms that the research findings in the thesis is the result of his independent work during study and research period, which is not yet published in other’s research and article. The other’s research results and documentation used in the thesis are given permission and properly cited. The author will totally take responsible in front of the Thesis Assessment Committee, Hanoi School of Business and Management, and the laws for above- mentioned declaration.
i LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com ACKNOWLEDGEMENT The author would like to express his deepest sense of gratitude to Dr. Do Xuan Truong for enthusiastic instruction throughout the research and accomplishment of this thesis. The author would like to express his very sincere gratitude to lecturers from Hanoi National University for teaching and training him all the knowledge. He would like to express his gratitude to the Board of Directors, Departments and Individuals of Tuyen Quang Post Office for the absolute support to make this thesis possible.
ii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com TABLE OF CONTENTS DECLARATION. ii LIST OF ABBREVIATION .v LIST OF TABLES. vi LIST OF FIGURES.1 CHAPTER 1: THEORETICAL AND PRACTICAL FOUNDATION OF EMPLOYEE MOTIVATION IN ENTERPRISES.1 Theoretical and practical foundation of employee motivation in enterprises .1 Definition of employee motivation in enterprises .2 The necessity of improving employee motivation .3 Theories about work motivation .4 The content of creating employee motivation .3 Motivating employees through financial stimulation .5 Criteria system of evaluation of creating employee motivation .6 Factors affecting employee motivation .2 Practical foundation of employee motivation in enterprises and lessons learned for Tuyen Quang Post Office.1 Lessons of employee motivation from some enterprises.2 Lessons for Tuyen Quang Post Office.34 CONCLUSION OF CHAPTER 1.1 Data collection method .2 Data processing software .38 CONCLUSION OF CHAPTER 2. RESERCH FINDINGS AND DISCUSSION .40 iii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.1 Overview of Tuyen Quang Post Office.1 The establishment and development of Tuyen Quang Post Office .2 The organization form of Tuyen Quang Post Office .3 Functions and missions of Tuyen Quang Post Office .4 Overview of business activities in Tuyen Quang Post Office .5 The characteristics of employes in Tuyen Quang Post Office .2 The reality of employee motivation in Tuyen Quang Post Office .1 Determine the basic needs of officials in Tuyen Quang Post Office .2 Identify particular aims and criteria of working performance for employees .3 Employee motivation through financial stimulation .4 Reality of employee motivation through non-financial stimulation.3 Improve employee motivation in Tuyen Quang Post Office between 2018 and 2020 .1 Evaluation through a system of criteria .2 General evaluation of employee motivation in Tuyen Quang Post Office between 2018 and 2020 .4 Propose solutions to improve employee motivation at Tuyen Quang Post Office.1 Perspectives on motivating employees at Tuyen Quang Provincial Post Office 84 3.85 CONCLUSIONS AND RECOMMENDATIONS .94 APPENDIX iv LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF ABBREVIATION Word Meaning UI Unemployment insurance SI Social insurance MI Medical insurance BSC Balanced Scorecard Ministry of information and MIC communication E Employee O Officials IT Information and technology JSC.
Joint Stock E Enterprise KPI Key Performance Indicator E Employee WP Work productivity BP Business production LL Limited liability v LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF TABLES Table 1.1: Two factor theory of Frederich Herzberg .1: The business results of Tuyen Quang Post Office between 2015 and 2017. The employee structure in Tuyen Quang Post Office.3: The importance level of basic needs among officials in Post Office .4: The importance level of needs in different objects .5: Popular methods of functions and tasks for employees at the Post Office of Tuyen Quang province.6: The satisfaction level of employees with mission identification.7: Salary and allowance of employees in Provincial Post Office between 2015 and 2017 .8: Evaluation of officials with salaries and allowances in Tuyen Quang Post Office. Satisfaction level of officials toward rewarding in Tuyen Quang Post Office. Evaluation of suitability of assigning tasks .11: Short-term training in Tuyen Quang Post Office 2017 .12: The long-term training in Tuyen Quang Post Office 2017.
13: Satisfaction level of employees about training and development of Tuyen Quang Post Office .14: Classification of working performance in Tuyen Quang Post Office .15: Classification of officials in Tuyen Quang Post Office in 2017 .16: Satisfaction level of employes about evaluating work performance .17: Satisfaction level of employees about promotion opportunities.18: Satisfaction level of employees about working environment. 19: Employees productivity at Tuyen Quang Post and Telecommunications period 2015 - 2017. 20: The disciplines compliance of officials at Tuyen Quang Post Office .77 vi LUAN VAN CHAT LUONG download : add luanvanchat@agmail.21: Ratio of resignation throughout the years .22: Job satisfaction level according to gender .23: The satisfaction level in terms of age .24 General satisfaction level to education level .81 vii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com LIST OF FIGURES Figure 1.1: Need hierarchy of Maslow .1: Organizational structure of Tuyen Quang Post Office. The fluctuation of the number of employees through the years and its growth rate.3: Future plan of officials in Tuyen Quang Post Office .79 viii LUAN VAN CHAT LUONG download : add luanvanchat@agmail.
The necessity of the thesis In any enterprise, high work productivity can only be achieved when its employees work actively and creatively. This depends on methods the managers use to create motivation for their employees. By analyzing employees' characteristics, it is shown that each person has great potential of working which is not the same for everyone. Therefore, if there are solutions to motivate employees to work in a proper way, enterprises will exploit to the utmost potential of employees, contributing to improving business efficiency, enhancing competitiveness and bringing higher spiritual as well as material values to employees.
Tuyen Quang Post Office is an unit under Vietnam Post. After many years of establishment and operation under the new business model, it has gradually overcome difficulties and challenges and gained certain achievements in business production. Along with the renovation of the country, the postal services of delivery, press release, financial or postal services, etc. that Tuyen Quang Post has provided are increasingly diverse, and constantly developing in terms of both quantity and quality.
It has timely met the increasing demands of customers, contributing to promoting the socio-economic development of Tuyen Quang province. However, that our country is integrating with the global economy leads to fierce competition. This makes Vietnam Post face great challenges and difficulties in quality of Human Resources. The Tuyen Quang Post has abundant human resources but its quality is not really high.
Moreover, the separation of Posts and Telecommunications requires the Provincial Post Offices to be very active in management as well as in production to meet the increasing and diverse needs of customers. During the time of researching at Tuyen Quang Provincial Post Office, I noticed that the Post Office has implemented many incentives to motivate workers both materially and spiritually, such as salary and bonus policies, good labor emulation 1 LUAN VAN CHAT LUONG download : add luanvanchat@agmail. These emulation movements have also motivate officials and employees. However, there are still many limitations such as: achievement strongly oriented line, many criteria have not yet reflected the work efficiency, the system is not rationally evaluated.
These limitations are partly due to the lack of a synchronous research project for scientific analysis and evaluation to create motivation for its employees. Therefore, it is necessary to improve the employee motivation at Tuyen Quang Post Office to promote the potential of staff, employees and workers in enterprises to create greater productivity, gain competitive advantages over rivals in the increasingly competitive market and ensure the goals of stable development. For the above reasons, I have chosen the topic "Improve the employee motivation at Tuyen Quang Post Office between 2018 and 2022" as my master thesis. Overview of the researches 2.
Overview of international researches Internationally, there have been many researches related to employee motivation in enterprises. Typically, there are researches of Abraham Harold Maslow (1943), Clayton Alderfer (1972), David Mc Clelland, Fridetick Herzberg (1959), etc. In all of those researches, the authors stated that needs and satisfactions of these needs will motivate human's activities. From that, all researchers focus on analyzing how human's needs and their satisfactions affect their work motivation.
However, they only explained why satisfactions of human needs can create motivation for working but they have not given relevant reasons why human have many different ways to satisfy their needs and achieve their goals. Some other researches originated from the formation of motivation to explain how people choose a particular action to satisfy their needs. Some typical researches of J. Stacy Adams (1965) with equity theory stated that people in an organization wants to be treated fairly and this fair treatment will create their motivation.
Victor Vroom (1964) argued that work motivation depends on individual's expectations about their task accomplishment ability and respective rewards. Their motivation will become 2 LUAN VAN CHAT LUONG download : add luanvanchat@agmail.com stronger when they believe that their efforts will bring about a certain achievements, which will lead to their expected results and rewards. Lawer showed that there are three factors affecting the working results of employees namely capability to accomplish the task, efforts to work and the support of the organization. If one of three above factors is not ensured, the working performance of an individual will not meet the expectation.
When digging deeper into factors affecting the work motivation, many authors demonstrated the influential level of factors on different object group, different period as well as different organization form is not the same. Porter, Felice, and Keller, Richard L. (1981) as well as Morris and Linda (1995) directly studied influence of salary and cash bonuses on employee motivation. They confirms the Herzberg theory that salary is a remaining factor while bonuses based on work productivity will affect the employee's motivation.
However, both these researches confirmed that apart from salaries and bonuses, employee also highly appreciate other factors. These conclusion has been acknowledged by many other researches no matter where employee work, private sector or public sector, production field or service field. The scholars specialized in studying public management such as Downs (1957), Tullock (1965), Brehm and Gates (1997) confirmed that salary is only one part that form employee motivation in a organization. To create employee motivation, it is necessary to study particularly on object groups in different perspectives.
Some researches of Romzek (1990), Perry and Porter (1982), Lovrich (1987), Jurkiewwicz, Massey and Brown (1998) showed that the diversity and interestingness of the work is a significant factor affecting employee motivation. According to Daley (1986), Emmert and Taher (1992), flexible working hour, promotion opportunity will enhance employee motivation. Katherine and John (1998) explained the brain drain in State department occur due to the officials do not satisfy with incentive policies of State department.