Helping and voice behaviors at glaxosmithline vietnam

This research is designed to find the factors influence to the Helping and Voice Behavior at GSK Representative office Vietnam.. It will use Business Research Methods – applied the quant

HELPING AND VOICE BEHAVIOR AT

ADVISOR’S SIGNATURE

I would like to express my gratitude to lecturer NGUYEN THE KHAI (DBA) not only for the immense knowledge but also for his never ending passion of teaching, sharing and developing students I would also greatly appreciate the way he plays strictly teacher role in class which keep us always in fully concentrate and more responsibility with our study time, push his students at high level of effort to complete the thesis with quality

Besides my advisor, I would like to thank the thesis tutor group: Ms Truc, Mr Hoanh,

Ms Hang who spent their value weekend time to train us the technique of data analysis (SPSS), and sharing experience on common questions during conduct research

My sincere thanks to Ms To – Class monitor – who is always keep us be reminded

on timing, logistic arrangement, materials sharing

Special thanks to my classmate, my close friend – Thai Nguyen – who shared the details notes for my absent class, and patience to explain all the magic of mathematics theories

ACKNOWLEDMENTS

Finally, I must express my very profound gratitude to family for providing me with unfailing support and continuous encouragement throughout my years of study and through the process of researching and writing this thesis This accomplishment would not have been possible without them

Thank you so much,

Than Thi Van Thi

CHAPTER 2: LITERATURE REVIEW

2.1 Relevancy Theories, related previous researches 15

CHAPTER 3: RESEARCH METHOD

3.5 Definition of constructs

Questionnaire 39

This research is designed to find the factors influence to the Helping and Voice Behavior

at GSK Representative office Vietnam It will use Business Research Methods – applied the quantitative method with source data is from 510 employees of GSK representative

VN office and dedicated distributors associates to collect the ideas and comments of employees about Helping and Voice behavior

The survey’s result was collected and statistically analyzed from 270 qualified survey completed by software SPSS version 20 (copyright of IBM) Hypotheses used this

research includes five constructs: one dependent construct is Helping and Voice behavior and four independent constructs including: Organization Commitment, Supervisory

Support, Empowerment at Work at Career Satisfaction

After examining all 4 hypotheses through correlation and regression analysis, the

research concluded that H1, H2, H3 are supported while H4 is not supported In other words, it means these 3 independent factors: Organization Commitment, Supervisory Support, Empowerment at Work have positive effects on Helping and Voice Behavior at GSK representative office (VN)

GSK’S INSTRODUCTION

Who we are?

GSK is a science-led global healthcare company that aims to deliver growth and

improving returns to shareholders through the development of innovative pharmaceutical, vaccine and consumer healthcare products

Our History:

GlaxoSmithKline started operations on 1 January 2001 following the merger of

GlaxoWellcome plc and SmithKline Beecham plc, but our combined histories go back much further than that

B EECHAM ’ S P ILLS BRAND LAUNCHES (1942)

T HOMAS B EECHAM LAUNCHES THE B EECHAM ' S P ILLS BUSINESS IN

E NGLAND T HE LAXATIVE IS TO BECOME WIDELY SUCCESSFUL

1906

‘G LAXO ’ TRADEMARK IS REGISTERED

1963–1981

S UCCESSFULLY LAUNCHED NEW VACCINES , MEDICINES : B ETNOVATE IN

1963( STEROID SKIN DISEASE TREATMENTS ), V ENTOLIN IN 1969 ( ASTHMA TREATMENT ); A MOXYCILLIN IN 1972 ( ANTIBIOTIC );

A UGMENTIN -1981

2000

P LANNED MERGER OF G LAXO W ELLCOME AND S MITH K LINE B EECHAM

IS ANNOUNCED ( TO G LAXO S MITH K LINE – GSK)

2009

S TIEFEL ACQUIRED - V II V H EALTHCARE LAUNCHED

GSK BECOMES A LEADER IN SKINCARE WITH THE ACQUISITION OF

S TIEFEL GSK AND P FIZER LAUNCH V II V H EALTHCARE , A COMPANY FOCUSED ON DELIVERING ADVANCES IN TREATMENT AND CARE FOR

HIV COMMUNITIES

2012

We are an official supplier to the Olympic and Paralympic Games, providing laboratory services for official anti-doping measures

2015

In March 2015 we acquired Novartis’s vaccines business (excluding influenza vaccines) and combined our Consumer Healthcare businesses to create a new company

Where we are?

Presence in more than 150 countries all around the world with more than hundred

thousand (>100,000) employees working

 We have a network of 89 manufacturing sites, and large R&D centres in the UK,

US, Belgium and China

 We profiled around 40 new potential medicines and vaccines in our pipeline at our R&D event in 2015, 80% of which we believe are potentially first-in-class

 6 billion albendazole tablets donated to eliminate two neglected tropical diseases, reaching over 760 million people

 More than 11,000 people work in R&D in our search for new medicines, vaccines and consumer healthcare products

 We employ around 101,000 people in over 150 countries, with more than a third

of these in emerging markets

 In 2015, we distributed more than 690 million doses of vaccines around the world

Our business model -How we create value

Our success depends on our ability to research and develop innovative healthcare

products and make them accessible to as many people as possible

Organization structure and Corporate culture

In GSK – we aim to invest in our people and communities underpins the long term

sustainability of our business Our employment practices are designed to create a culture

in which all GSK employees feel valued, respected, empowered and inspired to achieve our goals

GSK culture and core values

Our core values are patient focus, integrity, respect for people and transparency We expect our employees to share our values, to act transparently and with integrity at all times

We motivate our employees to put our values at the heart of every decision they make through strong leadership, offering individual development opportunities and rewarding employees for how they work as well as what they achieve

We want everyone at GSK feel proud of the work that they do, the company they work for, and the difference they make

“Our values, and how we conduct ourselves, should be something that truly differentiates us." Sir Andrew Witty - Chief Executive Officer

Patient focus

We focus on the individual, doing what is right for patients and customers

 Focusing on the patient's and consumer's needs in research

 Ensuring patient/consumer safety is paramount

 Ensuring product quality and reliability of supply

Integrity

We are committed to performance with integrity Doing what is right for our patients and consumers must be at the heart of every decision we make

Respect for people

We support and inspire our colleagues to help them be the best they can be and to achieve great things Central to this is our day-to-day working culture, which is based on the following foundations:

 We ensure our workplace is safe and free of harassment and bullying

 We actively seek, value and draw on the differing knowledge, perspectives,

experience and styles present in our global community of employees

 We create an atmosphere of trust, in which concerns can be fully raised

Transparency

As our business evolves to meet global challenges, so does our culture – and transparency

is integral to this For us, transparency means being honest about what we do, how we do

it and the challenges we face We are open to challenge, to discussion and to improving how we work to reflect our values

PRODUCTS

After merging with Novartis Consumer Health in late of 2014 – GSK consumer health products portfolio are enlarged by 4 key categories: Wellness, Oral Health, Skin Health and Nutrition with some of the world’s best-loved healthcare brands including:

Sensodyne, Voltaren, Theraflu, Parodontax, Panadol, Polident and Otrivin

Oral Health category

Skin health category

Nutrition category

Wellness category

GSK Representative Office Vietnam

Same as other countries, in Vietnam (or Indochina) representative office, GSK have 3 divisions which including: Pharmaceutical, Vaccine and Consumer Health

In the scope of research, I did the survey for associates from GSK Consumer Health Care

(CH) division (supply Over the Counter /not request under doctor’s prescription product

only)

GSK Viet Nam Representative Office’s Organizational Structure

General Manager

Customer Development

Retail, Pharmacy

Modern Trade

Operation

Logistic &

Demand Planning

Logistic

Demand Planning

CHAPTER 1: OVERALL

1.1 Why the research is conducted?

5 consecutive years in top five of World most admire company by Fortune Magazine with less than 6% employee turnover – GlaxoSmithKline (GSK) pharmaceutical

company shows its great and inspiring working environment where well appreciated with corporation, team work, helping and voice behavior among associates

Although the great feedbacks from employees thanks for open, sharing behaviors at work place and helping attitude – it’s somehow still spontaneous actions only

Therefore, Management Board, especially leading team of Human resource would like to study the factors which influence to Helping and Voice behavior in Representative VN office and apply the implication of the study to replicate with purpose to create great working place attract and maintain talents, improve quality of work, follow the GSK

vision “Do more – feel better – live longer”

1.2 Research Objectives

The research is aim to meet 3 major objectives below:

 To deeply understand each factors definition and the original conceptual/personal assumption of impact type/ influence to Helping and Voice behavior at GSK

Pharmaceutical Representative office

 Design research model and test related factors to check influence between factors

to access strong or weak level of each factor in influence to Helping and Voice behavior

 Discussing and proposing recommendations to strengthen and replication Helping and Voice behavior in maximize scale to improve the quality of working life and productivity of work

1.3 Research Scope

The scope of research is to include the complete survey with 510 employees (direct

contract or third party contract from DKSH - dedicated distributor) within Vietnam’s territory It was not included under probation maturity leave associates and top level of management managers

Contents of this research are only including factors influencing to Helping and Voice behavior at GSK Vietnam Representative office and without any intention of re-structure,

or employment movement…

CHAPTER 2: LITERATURE REVIEW

This chapter is present the conceptually and literature review which were related to

Helping and Voice behavior, as well as some reference previous researches which

provided some conclusions/implications lead to my proposed hypothesis

Reference Conclusions/ Implications from related previous Research:

No Research Name Author & other Conclusions/Implications (*)

2 peer ratings of extra-role behavior (helping and voice) increased

explained variance (3%) in supervisor-rated performance six months later

3.Results suggested that discretionary behavior is rewarded with high

feedback directed the employees' attention toward learning and making improvements

on the job, (2) the feedback increased employees' confidence that their creative ideas had a good chance of being

supported by coworkers and subsequently implemented

2 Dissatisfied employees with high continuance commitment were more likely

to be creative when their coworkers were helpful and supportive

3 Perceived organizational support for creativity also can play a positive role in channeling job dissatisfaction into creativity

by the nature of subordinate performance

(*) Above conclusions, implications are partly extracted from full report with selected

parts to support for assumption to develop research hypothesis’s Please review in full study report to understand the full contents of study

Maslow’s theory

How is this theory relevant to research?

As Maslow’s hierarchy of needs - is always forever theory which shown the nature of human being for all aspects of psychology and physiology which impact to all related study to human behaviors

So, as a result, Maslow’s theory impacts to all dependent, independent variables in this research with including: Helping and Voice Behavior, Organization Commitment, Supervisory Support, Empowerment at Work, Career Satisfaction

Contents

Maslow's hierarchy of needs is a theory in psychology proposed by Abraham Maslow

in his 1943 paper “A Theory of Human Motivation" in Psychological Review”

Maslow subsequently extended the idea to include his observations of humans' innate curiosity His theories parallel many other theories of human developmental

psychology, some of which focus on describing the stages of growth in humans

Maslow used the terms “physiological”, “safety”, “belongingness” and “love”,

“esteem”, “self-actualization” and “self-transcendence” to describe the pattern that

human motivations generally move through

Maslow's theory was fully expressed in his 1954 book Motivation and Personality The hierarchy remains a very popular framework in sociology research, management

training and secondary and higher psychology instruction

Herzberg’s two-factor theory

How is it relevant to this research?

In my opinion, Herzberg’s two-factor theory has shown that the factors that encourage

results This theory enables administrators to know the factors that cause dissatisfaction for employees and thereby seeks to eliminate these factors

For this scope of research – It likely shown the initial support for my assumption of empowerment at work (type of motivation), and supervisory support can have the

positive impact to helping and voice behavior

dissatisfaction act independently of each other

Two-factor theory fundamentals: Attitudes and their connection with industrial mental health is related to Abraham Maslow's theory of motivation His findings have had a considerable theoretical, as well as a practical, influence on attitudes toward

administration

According to Herzberg, individuals are not content with the satisfaction of lower-order needs at work; for example, those needs associated with minimum salary levels or safe and pleasant working conditions Rather, individuals look for the gratification of higher-level psychological needs having to do withachievement, recognition, responsibility, advancement, and the nature of the work itself

Thus, satisfaction and dissatisfaction are not on a continuum with one increasing as the other diminishes, but are independent phenomena This theory suggests that to improve job attitudes and productivity, administrators must recognize and attend to both sets of characteristics and not assume that an increase in satisfaction leads to decrease in un-pleasurable dissatisfaction

 H1: There is a positive relationship between Organization Commitment and

Helping & Voice behavior

 H2: There is a positive relationship between Supervisory Support and Helping &

Voice Behavior

 H3: There is a positive relationship between Empowerment at Work and Helping

 H4: There is a positive relationship between Career Satisfaction and Helping &

Voice Behavior

CHAPTER 3: HYPOTHESIS & RESEARCH METHOD

This part will present scale of questionnaire, description of constructs, method of research project to analyses and evaluate result of survey for hypothesis

3.1 Data collection progress

This study was conducted in GSK Representative office Vietnam base in HCM city for direct contract with RO and nationwide dedicated employees from distributor DKSH with 510 questionnaire sent out by directly hand delivery in HCM and post office for the rest

The participants for this survey were all associates level except top management such as: General Manager, Board of Directors, and employees were under probation or maturity leave period

Key milestone timeline for research process:

15 May 2016 – 20 May 2016 Prepare, design survey, contact targeted respondents

questionnaire for

analyze

 Sent out: 510 questionnaires / Received back: 387

 In valid and de-value: 112

Commitment, Supervisory support, Empowerment at Work, Career Satisfaction to

Helping and Voice Behavior of GlaxoSmithKline (GSK) Vietnam

3.3 Measures – Design template scale:

 Scales using for this research were based on the guideline from related

constructions of hypothesis Since it was developed for more advance countries so some of scales were adapted to meet the reality situation in Vietnam

 Therefore, in the scope of this thesis – I will use the 5-point Likert-type scales to

express/describe the opinions, judgment from respondents from 1,” strongly

disagree”, to 5,” strongly agree”

 Similarly, for number of items in each construction – some of items were taken

out from the survey analysis to rightly reflect the reality practical in local situation

3.4 Data Analysis - Processing flow:

There are four steps for data analysis processing as below:

Descriptive analysis of all variable (both dependent and independent) including: one

hypothesized dependent variable - Helping and Voice behavior (HV), and 4 hypothesized

independent variable: Organization Commitment (OC), Supervisory Support (SS),

Empowerment at Work (EW), Career Satisfaction (CS)

1 Reliability test for all factors / variables

2 Correlation analysis

04

Linear Regression

03

Correlation Analysis

02

Reliability test (Cronch's Batch Alpha)

3 Linear regression analysis of the relationships of these 4 independent variables

and Helping and Voice behavior in GSK Representative Office Viet Nam