Study on motivational tool at qualification center of vietnam

In-depth interview focused on the satisfaction level with the motivational tools to create motivation for employees working at the QUACERT.. Recognizing the significance and the importan

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH

-

BÙI THỊ VÂN HÀ

STUDY ON MOTIVATION TOOLS

AT QUALIFICATION CENTER OF VIETNAM

NGHIÊN CỨU VỀ CÔNG CỤ TẠO ĐỘNG LỰC TẠI TRUNG

TÂM CHỨNG NHẬN PHÙ HỢP QUACERT

LUẬN VĂN THẠC SĨ QUẢN TRỊ KINH DOANH

HÀ NỘI - 2019

ĐẠI HỌC QUỐC GIA HÀ NỘI KHOA QUẢN TRỊ VÀ KINH DOANH

-

BÙI THỊ VÂN HÀ

STUDY ON MOTIVATION TOOLS

AT QUALIFICATION CENTER OF VIETNAM

NGHIÊN CỨU VỀ CÔNG CỤ TẠO ĐỘNG LỰC TẠI TRUNG

TÂM CHỨNG NHẬN PHÙ HỢP QUACERT

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: PGS.TS NGUYỄN NGỌC THẮNG

HÀ NỘI - 2019

DECLARATION

The author confirms that the research outcome in the thesis is the result of author‘s independent work during study and research period and it is not yet published

in other‘s research and article

The other‘s research result and documentation (extraction, table, figure, formula, and other document) used in the thesis are cited properly and the permission (if required) is given

The author is responsible in front of the Thesis Assessment Committee, Hanoi School of Business and Management, and the laws for above-mentioned declaration

Date………

ACKNOWLEDGEMENT

First of all, I would like to send my sincere thanks to my supervisor, Assoc Prof Nguyen Ngoc Thang, who has guided me a lot during the time to implement the final thesis He gave me plenty of comments and supports for my dissertation

I also to send my grateful thanks to all professors, lecturers, staffs and respective people of the HSB for their providing me knowledge and skills during the period to study at the HSB

I would like to thank my managers and colleges who supported me and helped

me to complete this dissertation such as fulfilling questionnaires, supplying needed information and data as well as giving comments and ideas

Finally, I deeply noted and sent my sincere thanks to my classmates and my family members who always motivate me to complete the difficult intake of Master of Business Administration in English

Thanks all!

Bui Thi Van Ha

TABLE OF CONTENTS

LIST OF TABLES, CHARTS, AND FIGURES i

ABBREVIATIONS……… ii

EXECUTIVE SUMMARY 1

CHAPTER 1 INTRODUCTION 3

1.1 Rationale 3

1.2 Research objectives 5

1.3 Research questions 5

1.4 Research Scope 5

1.5 Research Methodology 5

1.5.1 Research process 5

1.5.2 Data collection methods 7

1.5.3 Data analysis 8

1.6 Research structure 8

CHAPTER 2 THEORETICAL BACKGROUND OF MOTIVATIONAL TOOLS FOR STAFF IN ORGANIZATIONS 9

2.1 Staff motivation in organizations 9

2.1.1 Definitions of motivation 9

2.1.2 Role of motivation in organizations 11

2.2 Motivational tools for staff in organization 13

2.2.1 Theories on motivating staff in organizations 13

2.2.2 Motivational tools for staff in organizations 17

2.2.3 Factors affecting motivational tools for staff in organizations 19

CHAPTER 3 CURRENT SITUATION OF MOTIVATIONAL TOOLS AT QUACERT 23

3.1 History and main businesses 23

3.1.1 Brief introduction of the organization and its main business 23

3.1.2 Organization structure 24

3.1.4 Human Resources 35

3.2 Operating performance in the period of 2013 – 2016 36

3.2.1 Certificate registration 36

3.3 Current situation of employee’s motivation in QUACERT 37

3.3.1 The evaluation criteria of labor motivation in QUACERT 37

3.3.2 Current situation of employee‘s motivation of QUACERT 38

3.4 The reality of tools creating motivation for QUACERT staffs 40

3.4.1 Financial motivational tools 40

3.4.2 Non-financial motivational tools 43

3.4.3 Differences in the level of satisfaction of motivational tools between professional division and back offices divisions 52

3.5 Summary of findings 53

3.5.1 Advantage of motivational tools at QUACERT 53

3.5.2 Disadvantages of motivational tools at QUACERT 54

3.5.3 Causes 55

CHAPTER 4 THE SOLUTIONS OF COMPLETING TOOL MOTIVATE THE EMPLOYEES IN QUACERT 56

4.1 Orientation of completing tool motivate the employees in QUACERT 56

4.1.1 The objectives of enhancing the motivation of employees in QUACERT 56

4.2 Completion of motivational tool for employees in QUACERT 56

4.2.1 Completion of the salary policy 56

4.2.2 Completion of bonus and welfare policies 58

4.2.3 Completion of job assignment and empowerment for employees 59

4.2.4 Completion the motivation through improving the environment and working conditions 62

4.2.5 Completion the motivation by training program 63

4.2.6 Enhancing the participation of employees in making decision 64

4.2.7 Completion of the promotion roadmap for employees 64

4.3 Recommendations of the conditions for implementing solutions 65

4.3.1 Recommendations for QUACERT 65

4.3.2 Recommendations for employees in QUACERT 65

CONCLUSION 66

REFERENCES 67

APPENDIX 1 69

APPENDIX 2 73

LIST OF TABLES, CHARTS, AND FIGURES Table

Table 3.1: Gender Proportion 36

Table 3.2 Relationship in QUACERT 50

Table 3.3 Policy and administration 50

Table 3.4 : Level of participation in completing work 58

Table 3.5: Job description 61

Chart Chart 1.1 Research Model 6

Chart 3.1 HR size and structure by education 35

Chart 3.2 Certificate issued in 2013-2016 37

Chart 3.5 Percent of satisfy of Assign work 44

Chart 3.6 Percent of satisfied with advancement 46

Chart 3.3 Percent of sastisfy working evironment 49

Chart 3.4 Percent of effectiveness and usefulness of Training and Education 51

Figure Figure 3.1: QUACERT‘s organization chart 34

ABBREVIATIONS

HSB: Hanoi school of Business

QUACERT: Certification Center of Vietnam

VietGAP: Vietnamese Good Agricultural Practices HR: Human Resources

ISO: International Organization for Standardization QMR: Quality Manager Representative

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EXECUTIVE SUMMARY

Motivating employees is one of the most important priorities of any organization Each organization just can reach its objectives when their employees work effectively, efficiently and creatively Besides the basic working conditions, the employees only contribute their best effort to the organization when they get motivation However, many organizations have not realized that and plan for motivating employees is not considered as part of overall strategic plan of organization

With the above research rational, the research objective are follow to clarify motivational tools for employees in organization and analyze current situation of using motivational tools for employees at the QUACERT and give solutions to improving motivational tools for employees working at the QUACERT

The author used the quantities and quantitative methodologies with data collected from secondary and primary data For the primary data, there were two sources which were survey and in-depth interviews Questionnaires designed to make survey 146 employees in order to statistic and understand all the needs, thinking and assessment of employees about motivational tools at QUACERT In-depth interview focused on the satisfaction level with the motivational tools to create motivation for employees working at the QUACERT This work is aimed at clarifying problems or sources of problem and expectations for improvement to identify factor and analyze actual situation and find out the factor affect to complete motivational tools for employees at QUACERT

The research showed that motivational tools are influenced by both financial and non-financial incentives The main motivating factors for employees at QUACERT were appreciation by good working condition, good interpersonal relationship and stable income The main discouraging factors were the monthly extra income did not reflect the capacity and responsibility the workload assigned for employees, the assigning works, empowering the responsibility are prescribed in

as long as the research was completed

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CHAPTER 1 INTRODUCTION 1.1 Rationale

Employees are the heart of any organization For any organization to operate smoothly and without any interruption, employee cooperation cannot be replaced with anything else It is importance that the employees of an organization not only have a good relationship with the top management, but also, they maintain a healthy and professional relationship with their employees Employees always have their own needs for being physically and mentally satisfied When employees feel that their needs are met, they will find the motivation to work more energetically, create higher labor productivity In addition, employees will try to learn, enhance professional skills to improve themselves Good motivation will have positive impact on employee performance and help the organization develop sustainably due

to long-term commitment and desire to devote to the organization by its employees

My study is a self-conducted research on how to motivate employee by motivational tools, and how these tools impact performance of employees in my organization in both negative and positive ways

Since officially put into operation in 2009, the Qualification Center of Vietnam (QUACERT) is a science and technology organization that belong to The Science and Technology Ministry It has always striven and completed the assigned tasks to perform the function of serving the State management over standards, measurement and quality The main services of QUACERT include:

- To audit and issue the ISO certificate for management systems in accordance with international standard ISO 9000, ISO 14000, OHSAS 18000, ISO

22000, HACCP, GMP, ISO/IEC 27001, ISO/TS 29001, ISO 50001 ,

- To certify and issue quality stamps for products and goods in conformity with Vietnamese standards (TCVN), foreign standards (JIS, ASTM, GOST, GB ),

regional standards (EN, CEN ) and international standards (ISO, IEC )

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- To certify and issue CR stamps for products and goods in conformity with the technical regulations (QCVN)

- Certification of agricultural products conforming to VietGAP standards

- Audit and evaluate greenhouse gas emission reductions

- Certification of electronic products under the ASEAN EE MRA in ASEAN

- Training and fostering in standardization, measurement and quality

- Testing of products, goods, materials and components as requested by agencies, enterprises, organizations and individuals

- Take part in drafting regional, national and international standards, technical standard

- Deploy programs, science research topics in certification, productivity and quality field according to the current law

After fifteen years operation and development, QUACERT is known as a top certification organization in Vietnam with head office in Hanoi and two branches in

Ho Chi Minh City and Hai Phong This center has 138 staffs works in 13 functional departments and branches

Recognizing the significance and the importance of motivating employees towards the development of the organization, since being founded, Board of Management of QUACERT has issued many policies on HR to motivate and encourage employees However, in reality, almost all of the officials are smug without striving spirit They work very subjectively and inflexibly The reason is that the policies on HR have many disadvantages, lack uniformity, the assessment and valuation of officials‘ labor value is not accurate, leading to low efficiency in motivation for employees

With the aim of developing, and completing the apparatus on operation and

HR, Board of Management should set out the specific objectives such as improving productivity, quality and efficiency in working With the desire to contribute to build a sustainable development for QUACERT, I choose the topic "Study on motivational tool at QUACERT" Hope that my study will help our organization improve its performance and increase its competitive ability

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1.2 Research objectives

With the above research rational, the research objectives are follows:

- Clarify motivational tools for employees in organization

- Analyze current situation of using motivational tools for employees at QUACERT

- Propose solutions to improving motivational tools for employees working

at QUACERT

1.3 Research questions

In order to reach the objectives mentioned above, the researcher will focus

on answering the following questions:

- What are the current motivational tools for employees in QUACERT?

- How these motivational tools influent the performance of employee?

- What are suggestions to improve motivational tools for employees working

at QUACERT?

1.4 Research Scope

This research focused on situation of using motivational tools for employees

at QUACERT and how to make its influence become positive to employees‘ performance Research based on theoretical framework related to motivational tools

such as: Maslow‘s Hierarchy of Needs, Adam‘s Equity Theory of Motivation,

Hertzberg‘s Two-factor Theory, and Two -factors theory was main framework for study which were divided into two factors: Hygiene factor and Motivation factors

- Location: Studying motivation and motivational tools for employees at QUACERT

- Duration: Secondary data collected during the period of 2013 - 2016; primary data collected during that period

1.5 Research Methodology

1.5.1 Research process

The research process was carrying out through the chart 1.1 below

Interviews

Surveys

Proposing solutions to

improving motivational tools for employees working at QUACERT

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The author give out a research model: based on the theoretical background and characteristics of organization the author will outline the measurement scale motivational tool in QUACERT Then based on interview and survey,

we know about the current motivation tools at QUACERT And the author will proposing the solutions to improving motivational tools for employees working at QUACERT

1.5.2 Data collection methods

The researcher will use both secondary data collection method and primary data collection method

Secondary data collection:

- Collecting data through books, researches, scientific journals and magazines to build a theoretical framework of motivation and motivational tools

- Data on the theoretical framework of motivational tools for employees taken from the textbooks, related research works, reference books, newspapers, magazines, the Internet, etc (listed in the references)

- QUACERT‘s data: by operating reports, annual reports from 2013 to 2016; materials on organizational structure and activities of the company; number of staff, qualifications, salary & bonus payment regulations

Primary data collection

Primary data will be collected through interview and survey

- Survey: Survey was carried out to collect information on current situation and evaluating efficiency of motivational tools of at QUACERT The

sample size was all the staffs working at QUACERT (including department heads,

department deputy heads and officials)

For each of questionnaires of survey, the author clarifies in to five levels from 1-5 in which:

+ At level 1: Very dissatisfied

+ At level 2: Dissatisfied

+ At level 3: Normal

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+ At level 4: Satisfied

+ At level 5: Very satisfied

And the total sample size of the survey was 138 people The questionnaire was sent directly or by email

The questionnaires were designed based on the logical ideas on how to study motivational tools at QUACERT The questionnaires structure included two parts: the first part asked the individual information of employees and the second part of questionnaires was designed to get employees assessment on motivational tools at QUACERT

- Interview: Collecting primary data through questionnaires to measure the satisfaction level with the motivational tools, and base on those to create motivation for employees working at QUACERT The interview conducted via telephone

1.5.3 Data analysis

After collecting information, the researcher will use both qualitative method and quantitative method to systemize and analyze The data were analyzed by using some tools such as comparison figures, charts, data processing filter (filter), calculation (sum; average; percentage) on excel software Analysis of the survey results is to help reveal the real situation of motivation for employees, the level of impact of motivational tools for employees and working motivation of the employees working at the QUACERT

1.6 Research structure

CHAPTER 1: INTRODUCTION

TOOLSFORSTAFFINORGANIZATIONS

CHAPTER 3: CURRENT SITUATION OF MOTIVATIONAL TOOLS AT

QUACERT

CHAPTER 4: THE SOLUTIONS OF COMPLETING TOOL MOTIVATE THE EMPLOYEES IN QUACERT

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CHAPTER 2 THEORETICAL BACKGROUND OF MOTIVATIONAL

TOOLS FOR STAFF IN ORGANIZATIONS

2.1 Staff motivation in organizations

2.1.1 Definitions of motivation

Motivation is the word derived from the word ―motive‖ which means needs, desires, wants or drives within the individuals It is the process of stimulating people to actions to accomplish the goals In the work goal context the psychological factors stimulating the people‘s behavior can be

There are many different definitions about motivation Kreiter thinks that motivation is a psychological process that directs individuals to certain purposes In

1994 Higgins introduced the concept of motivation as a push from within individuals to meet unfulfilled needs According to the curriculum of Organizational Behavior of Dr Bui Anh Tuan, the motivation is internal factors that motivate people to work hard in conditions that create high productivity and efficiency The expression of motivation is the willingness to work, passionate about working to achieve the goals of the organization as well as the employees themselves

In a logical thinking, performance is equal ability and motivation Therefore, to have best performance, business administrators should care about motivation for employee and increase ability

―Motivation is the effort, the drive, the desire, and the energy a person uses

to activate and maintain goal driven behavior.‖ — Murray Johannsen

Motivation is the reason for people's actions, desires and needs Motivation is also one's direction to behavior, or what causes a person want to repeat a behavior

Motivation "is the energy that makes the machine move; or the promotion, development "(Vietnamese Dictionary, 1996) We can understand that motors are the most important part of a machine that keeps the engine moving and the driving force is the fuel that drives the engine

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According to Bedeian (1993), motivation is an attempt to achieve a goal Higgins (1994), motivation is an internal propulsion to meet unsatisfactory needs Nguyen Van Diem and Nguyen Ngoc Quan (2004), "motivation is the willingness and willingness of the employees to increase their efforts towards a goal or outcome"

In an organization, motivation is the arousal level of each person when participating in the working process; which motivates people to work positively, proactively and creatively

Staff motivation includes internal factors stimulating people to try their best

to work in creating high productivity and efficiency within allowed conditions Motivation is expressed by willingness and passion to work to achieve organization goals as well as their own goals

Thus, there are many different approaches to motivation, in a most succinct way, motivation is:

- Work motivation is the desire and willingness of each individual to make every effort to direct yourself to the goals of the individual and the goals of the organization

- Work motivation is expressed through specific tasks Each employee is in charge and in their attitude towards the organization This means no motivation to work for all employees Each employee who performs different tasks may have different motivations to work more actively Motivation is linked to a job, an organization, and particular work environment

- Staff motivation is not personal trait This means people can be motivated

as well as de-motivated No one is born motivated, but staff motivation can only be obtained due to impacts by many other factors Therefore, it is often changed One staff can be motivated at one time, but de-motivated at another time

- Staff motivation can increase working productivity and efficiency in case that other factor remains unchanged This is the source to encourage staff to work more effectively and enthusiastically However, it is important to understand that the motivation is leading to an increase in personal productivity because it depends

on many factors such as intellect, ability, skill, labor facilities and resources In

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reality, without motivation, staff still can accomplish their work, but we cannot see their loyalty with the organization and they intend to quit anytime when they have better chance To get motivation for staff, managers should find the way to create that momentum

- Motivation, therefore, is the manipulation of a system of policies, measures, and management practices that affect staff, making them motivated and willing to contribute to the organization In order to create motivation for staff, it is necessary to find out what employees are working to achieve, thereby motivating their motivation

Motivation is not does not appear naturally, it is the simultaneous combination of subjective resources of the staff themselves and objective resources

in the working environment

Motivation for work means staff can find joy, meaning and purpose in life in the work they are undertaking through the rewards, physical and mental values due

to working success, helping them achieve what they want Therefore, staff will want

to do a better job, with better results, and they will tend to make long commitment with the organization they are working for

2.1.2 Role of motivation in organizations

There are a lot of ways to motivate and stimulate employees to work positively in which motivation from the organization, from managers is very important element There are differences from employee motivation and organization and manager motivation Employees may motivate themselves without organization motivation, and manager, however, it only occurs when employees love their job, their tasks In that situation, he/she may not need supporting from the company, from managers of the business Oppositely, motivation from the organization, from managers is the action to act employees from the organization to the efforts of the employees for the successful of the company Therefore, organization and manager motivation would mean strong forces as following roles:

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Enhancing productivity and improve competitive advantage

As we know, productivity is computed by the formula of output divides to input If the employees are motivated, they try to work hard so that in the same time, they produce more output That means the productivity increases Moreover, when employees are positive, they work and try to save input sources so that productivity increases

Generally, employees are motivated, they work more productively For example, when employees received more salary from the company suitable to the employee effort, they work harder and harder They save more and more materials, labor forces and other input resources so that productivity increases

Improving employee morale

Continuous motivation would enhance employee morale to make them more and more active Employees are recognized and respected so that employees feel happier With the company motivation employees do not only work for money, but also they work for the company development They are more and more proud when the company becomes more successful in the market From enhancing their morale, they would over any difficulty in order to achieve their company goals By this way, employees will be happier in the workplace, even though they have not salary increases

Higher levels of customer satisfaction and employee retention

When employees of the company are motivated, and stimulated, they feel respected and recognized By accurately evaluating employee‘s contribution, employees more and more believe on the company and from that they will be loyal

to the company, even in the bad conditions of the company Customer satisfaction therefore increased as when the employees focus on what they are doing, they will have good products/services, and make the customers feel happy with those

Stimulating employee creativity

When employees of the company are highly motivated, they feel freedom for creativity They spend their effort to change their activities to reduce unnecessary activities and create news for working more effectively

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Improving individual growth

Through working hard and completing their tasks, employees are more and more motivated and stimulated After achieving their objectives, employees will become more growth

By working creatively, employees feel more and more bringing good things for the company development so that they will be better and better That means they are more growth

By motivating, employees have chances to change their bad attitudes so that they are more and more working effectively Generally, by taking and accomplishing their tasks they increase their individual growth and improve their knowledge, skills and good attitudes toward senior managers, staff, colleagues and customers and partners

Base on the definitions of motivation and the importance of staff motivation

in an organization, author research and propose the criteria for assessing staff motivation in organizations:

- Number of candidates in desire of filling a vacancy in an organization;

- Compliance with the organization‘s internal regulations and bylaws and completion degree of assigned tasks;

- Time to complete the job, staff working morale;

- Labor productivity, quality of work;

- Staff should be positive, flexible, creative, active to adapt, give some innovations on technical improvements, propose some suitable working arrangements;

- Number of staff for turnover;

- Satisfaction level of staff towards work, managers or the organization

2.2 Motivational tools for staff in organization

2.2.1 Theories on motivating staff in organizations

There are many theories about motivation; it means that there are many different approaches to this definition However, all theories have a common conclusion: strengthening motivation for staffs will lead to higher achievement and greater organization's successes

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In fact, motivational theories are divided into two groups: first group show how to identify the needs that promote personal behavior or the desire of managers And the second one goes into understanding the mind of the manager, which has the effect of motivating them to be responsible and voluntary at work

The approach to motivational theories helps business leaders have a basis to choose and apply methods to motivate employees in the most reasonable way The following are the basic theories of motivation:

2.2.1.1 Maslow’s Hierarchy of Needs Theory

According to Abraham Maslow, human needs are broken down into different levels, including basic needs (downstairs) and higher level needs

According to this, the hierarchy of needs is sorted into five levels as follows:

- Physiological needs (basic needs): including the needs for food, clothing, housing, transportation and other basic needs This is the most urgent and the lowest needs

- Safety needs: the needs for stability, safety

- Social needs: the needs for love, relationships between humans, humans and organizations

- Esteem needs: the needs for respecting, respecting others, being respected

by others, society status

- Self-actualization needs: According to Maslow‘s, these are the highest needs Beyond all that needs are self-actualization needs Those are the needs to grow and develop, seek for an opportunity to improve ourselves

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Maslow said when the lower-level needs are satisfied; the new higher-level

needs emerge and become human motives He said satisfying lower-level needs is

easier than satisfying higher-level needs because lower-level needs are limited and

can be satisfied by external factors He said that firstly lower-level needs require

being satisfied so they are human motivation – or motivating factors When those

needs are satisfied, they are not motivating factors anymore At the time, the

higher-level needs will emerge

Thus, according to this theory, firstly managers need to pay attention to the

psychological needs, based on that they will gradually rise up to higher-level needs

And to promote employees to work effectively, manager needs to accurately

determine affects the need levels in which the employees are really interested

Managers can control the behaviors of employees with motivation tools to affect

their needs to help them more excited, enthusiastic and hardworking

According to Maslow, to motivate employees, managers need to understand where

the employee is in this hierarchy and aim at satisfying the needs in that hierarchy

The limitation of this theory is it only showing the most common needs of all

people in all situations

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2.2.1.2 Adam’s Equity Theory of Motivation

Equity theory was launched by J.Stacy Adams - a psychologist on behavior and management According to this theory, employees tend to compare their contributions to the benefits they receive Similarly, they also have comparisons between their contributions and rewards with others Employees feel treated equally when their rewards and remuneration are on par with others And when they believe that what they get is commensurate with what they contribute, they will keep the productivity In contrast, when individuals feel that they contribute more than they receive, they will lose the excitement, and enthusiasm for the job At that time, each individual will express their dissatisfaction in many ways, such as reducing the excitement, lacking effort, etc In severe cases, they can have disruptive actions or ―leave‖ to seek for another job

However, employees also tend to appreciate their contribution and dedication They also think that rewards and remuneration of others get higher than themselves No comparison is absolutely fair; the problem here is fairness of awareness Therefore, the managers must always pay attention to the factors that influence the perception of the fairness of the employees, base on that will make them correctly aware of the fairness in the organization

The theory suggests that, in order to create equity in an organization, the leaders, managers need to consider and evaluate the balance between what the individuals in the organization contribute and what they receive and find ways and means to balance them Only when do individuals realize equity in the organization, they will work enthusiastically towards the organization‘s common goals

2.2.1.3 Hertzberg’s two-factor Theory

Frederick Hertzberg indicated that the factors creating satisfaction are very different from the factors creating job dissatisfaction, and he divided these factors into two groups: motivation factors and hygiene factors

Motivation factors are the factors under the work; they create satisfaction, achievement, recognition, employee‘s job characteristics, responsibility and

Hertzberg‘s two-factor theory indicated the managers the motivation factors are different from the hygiene factors Employee motivation requires satisfying both motivating factors and hygiene factors However, he said that by creating these motivating factors at work, people will be happy with it but they will not consider whether job satisfaction will bring higher working efficiency or not

Studying the motivation theories show that each theory has its own advantages and disadvantages but they all comprehensively bring out the factors affecting employee motivation As a One-Member Company Limit directly under the State, motivation policies for employees working at the QUACERT comply with the general legal provisions for the State-owned Enterprises Therefore, to match the characteristics of the organization, I choose the approach for analyzing motivational tools for employees at the QUACERT following Hertzberg‘s Two-factor Theory

2.2.2 Motivational tools for staff in organizations

2.2.2.1 Group of tools to maintain work motivation

Salary and bonus

This category includes the amount of money employees receives after doing their duties in the determined time such as after 1 working month They are wages employees received on time or late The wages paid to employees after determined working time increase or decrease suitable with the employee‘s efforts in the same job and after different times Amount of money paid, time to pay, and increased

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salary levels are elements of hygiene factors in an organization A bonus payment is usually made to employees in addition to their base salary as part of their wages or salary While the base salary usually is a fixed amount per month, bonus payments more often than not vary depending on known criteria, such as the annual turnover, or the net number of additional customers acquired, or the current value of the stock of a public company Thus bonus payments can act

as incentives for managers attracting their attention and their personal interest towards what is seen as gainful for their companies' economic success

Working environment

Working conditions not only include physical conditions such as light, space, color, noise, it also includes conditions affecting psychology Although working conditions are one of the determinants of job performance, it is not yet high appreciated by administrators Working conditions plays an important role in encouraging the employee Among them working relation is a key element If the employees have a good relationship at work with all their manager and partners, they will definitely have a better cooperation

Company policy and management mode

Management policies of the organization may include business policies, working time policies, recruitment policies, remuneration policies, rewards, etc Each organization has a strategy and policies to match their development goals To achieve the goal, policies must be consistent, complete, and equal to everyone in the organization When policies are specific, clear, employees will have a clear motivation to work Policies also reflect managers' thoughts Good managers always know how to motivate employees to work hard by rewarding the quibble; giving policies to attract talented people, making employees always work hard with high performance but still feel happy

Supervision

There are many types of supervision, direct, indirect, or through subordinate supervisors Supervision mentioned here may or may not be through supervisors However, to support employees, the organization can arrange supervisors at work

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The supervisor has both acted as a supervisor, as well as a job guide, and solving problems when occurred This is also one of the important tools to create motivation for employees

2.2.2.2 Group of tools to promote work motivation

Responsibility

Giving responsibility to employees is one of the ways to improve their satisfaction at work When employees are empowered, they will feel confident, and so they will work hard to complete the task When empowered, employees will feel the need to improve their responsibilities to fulfill the task It is also a smart way to promote employee satisfaction by giving them responsibility, so that they feel confident, and will work more effectively If an employee continues to expend discretionary effort to produce exceptional results, and that effort isn't recognized, don't expect it to keep happening

Recognition

Evidence of recognition may be a certificate of merit or a certificate of recognition, with or without rewards Recognition, in any form is a motivational way for employees to feel their dedication is recognized Depending on the level

of recognition they will have the next effort

Promotion

Promotion is also a smart way to motivate employees When the organization sets the criteria and conditions for promotion, staff will make efforts to achieve that Usually when a person makes an effort at work, they often expect something, perhaps a salary increase, possibly a promotion The managers depending on the individual and the importance of the job taken to provide appropriate motivation

2.2.3 Factors affecting motivational tools for staff in organizations

The motivational tools are affected and influenced by many factors Those factors can be divided into two groups of factors: internal factors, external factors Internal factors including personal factor and organizational factor

- In order to satisfy their own needs, each individual must set a short-term, medium-term and long-term goal The goal of employees towards is often a good, stable working environment, and good promotion and remuneration Therefore, managers need to pay attention to specific and clear policies to meet the needs of employees, so that they feel comfortable when working and can devote their best to the work, thereby achieving higher working efficiency When having good working conditions and remuneration, employees tend to have long commitment with the organization

- Personal characteristics of each staff (goals, aspirations, hobbies, etc.) also have a great impact on staff motivation Thoroughly understanding staff hobbies to make suitable working assignment will positively affect staff motivation At the same time, if the managers can combine between personal goals and organizational goals, as well as direct personal goals to organizational goals, staff will be motivated to make long commitment with their work and their organization

- Organizational factors

- Leadership viewpoint and Leadership style affect staff motivation in some aspects such as: delegation, working atmosphere, corporate culture, reward, incentive and discipline, etc How staff feels when having to do a job they do not want to do, or how they will feel if able to do a job suitable for their capability and forte, etc are the problems which have a strong impact on staff‘s working performance and efficiency Being aware of the important role of human resources

in organization, board of management always considers motivating as one of its

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important tasks Therefore, managers should pay much attention to staff needs and capabilities to not only facilitate them to promote their capabilities but also satisfy their needs

- Organizational policy is an important factor in stimulating staff, which includes some sub-factors such as: Training and educating staff, transferring, promoting, awarding, salary, allowance, etc These are the policies which are used

by the organization to satisfy each staff‘s needs Consequently, the implementation

of those policies to satisfy staff needs will become an important factor promoting staff to take full advantage of their capability Organizational structure affects organizational decentralization and career opportunities for members within the organization It is easier for a simple and suitable structure to create intimate relations among individuals, units and departments in the cooperation to well implement each task and function, which will create trust and motivation in management, career promotion opportunities and working efficiency, than a complex and bulky structure which is difficult to be well managed

- Organization‘s financial ability: The situation of business and finance plays a decisive role in the organization‘s ability on proposing incentives for its staff It is clear that an organization with weak financial strength and low business efficiency cannot pay high salary and bonus, cannot well implement human resources development and training, nor improve physical and mental life standards for its staff Even when organization has good policies, but the financial situation of the organization cannot afford to implement those policies, so this have strong impact to staff motivation

External factors:

- Government policies, laws of state:

All policies of the Government and laws of the State are related labor has

an impact on the labor motivation of employees Specifically policies on redundant labor, salary policies, bonuses, and policies to encourage the use of a particular type

of labor, policies on minimum wages, and the labor law stipulate

- Economic - political - social conditions of the country

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This is a key factor affecting human motivation labor in the organization Economic factors such as economic cycle, living standard, inflation, unemployment or socio-political stability factors to affect the organization Therefore, the organization needs to adjust its policies to best suit the economic situation of the organization but still ensure the stability of the work and income of the workers

- Industry position: Industry position has a very important impact on labor motivation workers The more the industry has a bigger market share, the more interesting the workers are

- Motivation policy of other organizations: In terms of information system, organizations with good incentives will have advantages in the market To be able to compete with these rivals, organizations need to have policies that motivate on the basis of inheriting the advantages of their own motivational policies and those of other companies, and launch out the new creative policies at the same time

- Technology: Ability to research and develop new technology reduces the

demand for labor…

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CHAPTER 3 CURRENT SITUATION OF MOTIVATIONAL TOOLS AT

QUACERT

3.1 History and main businesses

3.1.1 Brief introduction of the organization and its main business

On 1st June 1999, the Qualification Center of Vietnam (QUACERT) was established based on Decision No 1003/QĐ-BKHCNMT of Ministry of Science and Technology The main functions of this center including:

- To participate in research on orientations, objectives, policies, operations and solutions on productivity and quality; Proposing and participating in the elaboration of legal documents on productivity and quality

- Implement certification of management systems in accordance with national standards, international standards, regional standards, and foreign standards; to certify products, goods and services in conformity with standards and technical regulations

- organize the assessment and inspection of the quality, technique, hygiene and safety of products, goods, services, processes, materials, structures, projects and works as required by agencies, enterprises, organizations and individuals

- To participate in drafting national standards, international standards, regional standards and technical regulations

- To organize the constructing and providing of information technology solutions on productivity and quality

- Organizing the implementation of programs and scientific research subjects in the fields of certification, productivity and quality according to the provisions of law

- Organizing, implementing information, propagating, disseminating and guiding the announcement of conformity with standards and technical regulations, application of standards, professional training and fostering and implementation of other pepper services

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In order to operate as a credible and internationally recognized certification, QUACERT has been registered and accredited by the Australian and New Zealand JAS-ANZ accreditation organization (a founding member of the public organizations forum)

After 18 years of operation and development, QUACERT has been known as

a leading company in Vietnam, sustainable development, activities complying with the requirements of Vietnamese Law and international standards related to the scope

of provision of services

Up to this moment, QUACERT has totally 138 staffs with one Head office and 2 Branches in Hai Phong and Ho Chi Minh City Its organizational structure including 13 functional departments under the management of Director and 2 Vice Directors

3.1.2 Organization structure

The organization structure of QUACERT can be seen from Figure 3.1 It is a traditional and simple structure The top of the structure is Directors, and under director is two Vice Director who help the Director to manage all activities directly This Board of Management decides all issues related to identification and implementation of objectives, tasks, rights of QUACERT Under the Board of Management is 13 divisions and each division is managed by a manager

There are 13 functional divisions at QUACERT‘s Head Office and two Branch Offices These divisions play a very important role in helping the Management Board to complete objectives and tasks according to relevant law and regulations Adjustment of the function and duties of each division can be proposed

by the Manager and subject of the approval of the Board of Directors The brief functions of each division are as follows:

General Department: This Department performs the overall work, planning,

marketing, customer care, specifically as follows:

- Assist the Director in the planning work of the Center; Organize, monitor and plan the entire process of service delivery

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- Focal points for synthesizing, reporting periodically, irregularly the results

of operations of the Center; The report shall be sent to the General Department, the notice of conclusion of the meeting was chaired by the Center's leaders

- Planning and implementing marketing activities, customer care; Receiving information from customers; Manage and monitor service contracts; Maintain contact with customers throughout the process of service delivery; Performing general coordination functions of other departments in the Center to meet the requirements of customers

- Manage customer records during the evaluation process; Monitor the status and progress of the evaluation report, the test results, and the corrective action report of the customers

- Printing the certificate

Human resource and Administration Department: Organizing the human

resource, archives and office administration, as follows:

- Research and recommend to the Director to approve the implementation of policies and activities related to the organization such as the establishment of functional units of the Center, building the functions and tasks of the units

- Researching and proposing to the Director to approve and organize the implementation of policies and activities related to staff such as recruitment, transfer, dismissal, leave of absence, promotion, dismissal compensation, discipline, salary, social insurance, health insurance, unemployment insurance and other regimes for labor;

- To coordinate with the concerned parties in elaborating rules, regulations and collective labor agreements, urging and supervising the implementation of collective labor agreements, internal rules, labor discipline and other regulations related to the organization of cadres in the whole center in accordance with legal requirements

- Performing clerical, archival and management of travel documents; manage and use the Center's seal as prescribed

- Beside, the department also handles jobs related to training, recruitment, stationery purchase, sanitation, equipment repair

- To implement, monitor and manage debts; monitor the contract liquidation and record the liquidation of service contracts of the Center

- To implement the tax regime, financial reports and periodical audit reports

to tax authorities and relevant authorities

- Coordinate with relevant units to carry out investment activities to increase equipment at the Center

Technical Department: The Technical Department conducts the quality

management work of the assessment and ensures that the requirements are clearly defined and that the assessment process is organized and implemented in accordance with the requirements as specified below

- To organize, carry out the registration examination and request for certification, meet the new certification requirements

- To participate in, monitor and coordinate the organization of operation of the technical boards for certification, technical assessment boards to examine dossiers; Focal points help the HR Coordinator in the Center implement the activities of the Technical Certification Board, Technical Review Board

- Based on the quality level determined by the results of the examination of the dossier, proposals on remedial, preventive and remedial activities in the centers shall be proposed and the proposals related to the auditor approval

- To plan and organize the development and maintenance of a network of laboratories in service of certification activities; Capacity documentation of the laboratory

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- To manage test specimens and the release of test results

Mechanical - Physical Testing Laboratory

The Mechanical and Physical Testing Laboratories perform the experimental work in the field of mechanics of products, goods and construction materials, main functions as follow:

- To study, develop and expand the experimental field in physics according

to national, regional and international standards and standards; To study and propose new mechanical testing standards and programs for products, goods, materials and components in service of the State management over standards, metrology and quality

- Experimental and analyzing the physical and mechanical properties of steel, cement, cement clinker, additives for cement, concrete, construction mortar Group

of tiles, paving stones, sanitary ware; product group for concrete and mortar; Group

of building materials products (glass, wood, plastic) according to national, regional and international standards, suitable with testing capacity of equipment room and people according to the standards, technical regulations;

The Chemistry and Biochemistry Laboratory: performs the chemical, physical

and chemical testing for products and goods, main functions as follows:

- Ensure testing activities in the field of biochemistry - in accordance with the standards of ISO / IEC 17025

- Research and development, expand the field of chemical - biochemical testing according to national, regional and international standards and standards; Studying and proposing new standards and programs on chemical-biochemical testing for products and goods, serving the State management of standards, measurement and quality;

- Conducting experiments, analyzing the chemical, physicochemical and biological testing criteria on objects of goods such as: water, food, animal feed, construction materials, cosmetics, goods consumer, children's toys, production materials, environment, chemicals, fertilizers according to technical procedures,

- Coordinating the inspection and testing of goods services in the domain of certification and expertise;

- Management of supplies, raw materials and chemicals for biochemical testing; managing and preserving chemical - bio - testing equipment and infrastructure according to regulations;

chemical-Quality Assurance Department

Quality Assurance Department carries out the work of maintaining and improving the quality management system of the Center, as follows:

- Supporting the Representative for Quality Manager (QMR) in building, maintaining and improving the Center's quality management system to meet the requirements of accreditation standards and standards;

- Plan and organize the implementation of internal assessment programs in the Center;

- Participate, monitor and act as a focal point to organize the activities of Technical Committees to consider requirements and certification standards;

- To act as a focal point to organize, monitor and implement the specific Regulations for certification of standard and conformity product certification programs;

- Planning monitoring and capacity development of auditors; Participate, monitor and act as a facilitator for the Technical Committee to register experts; Track, update and keep expert records;

- Advise the Director on selecting and developing collaborators; monitor, update and keep records of collaborators;

System Certification Department

The System Certification Department carries out professional development work related to the certification audit of management, training and capacity development systems of management system auditors, specifically as follows:

- Research, propose standards, and improve content for management system certification program;

- Researching and implementing new programs and areas of activity for management system certification and related training work;

- Proposals of experts assessing management systems, mentoring training programs and developing capacity to assess management systems of auditor teams;

- Coordinate with the Technical Department to monitor the quality of the audit by the auditors, to participate in the proposal to approve the auditors related to the professional field of the department;

- Planning and implementing discussion activities, seminars, training related

to the professional field of the department and other fields as assigned;

development work related to the certification of product certification that is in conformity with standards for voluntary product certification programs, training and capacity development Assess the standard meeting product certification, specifically as follows:

- Research, propose standards, and improve contents for product certification program that conforms to voluntary standards;

- Researching and implementing new programs and areas of activities for standard conformity certification and related training work;

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- Standard recommendations of experts to assess standard conformity products, mentoring training programs and develop the capacity to evaluate products in accordance with the standards of experts; Coordinate with the Technical Department to monitor the quality of assessment by the assessors, to participate in proposals to approve the evaluation experts related to the professional field of the department;

- Coordinate with the Technical Department in developing criteria, conducting assessment and selecting the Testing Laboratories for standard conformity certification activities;

- Coordinate with the Quality Assurance Department in the development of separate regulations for the evaluation of standard conformity product certification;

- Planning and implementing discussion, seminar, training activities related

to the professional field of the department and other fields as assigned;

development work related to product certification assessment in accordance with technical regulations, training and capacity development of product certification experts Conformity, as follows:

- Researching, proposing standards and improved contents for a product certification program conforming to compulsory technical regulations;

- Researching and implementing new programs and fields of activity for product certification in accordance with technical regulations and related training work;

- Proposing standards for auditors to audit products in accordance with technical standards, mentoring training programs and developing the capacity to evaluate products in accordance with technical standards of experts; Coordinate with the Department of Magic to monitor the quality of assessment by experts, participate in proposals to approve the evaluation experts related to the professional field of the department;

- Coordinate with the Technical Department in developing criteria, conducting assessment and selecting Testing Laboratories for conformity certification activities;

- Planning and implementing discussion activities, seminars, training related

to the professional field of the department and other fields as assigned;

development related to the assessment of certification of product and goods inspection certificates in accordance with the requirements, standards related, training and develop the capacity of assessors, as follows:

- The focal point to receive information required for assessment services from customers; Manage and monitor the implementation of assessment services; Maintain relationships with customers throughout the process of service implementation;

- Responsible for managing the case files; Managing facilities and equipment for inspection of the room;

- Research and propose standards, improved content for inspection programs, products and goods;

- Researching and implementing new programs and activities for product and goods assessment and related training activities;

- Proposed standard of assessor capability, mentoring training programs and development of assessment and assessment capacity of expert team; Coordinate with the Magic Department to monitor the quality of the expertise of the assessment expert, participate in proposing the approval of expert assessment experts related to the professional field of the department;

- Planning and implementing discussion activities, seminars, training related

to the professional field of the department and other fields as assigned;