Improve employee motivation in tuyen quang post office between 2018 and 2020

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 C

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

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

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

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

TABLE OF CONTENTS

DECLARATION i

ACKNOWLEDGEMENT ii

LIST OF ABBREVIATION v

LIST OF TABLES vi

LIST OF FIGURES viii

INTRODUCTION 1

CHAPTER 1: THEORETICAL AND PRACTICAL FOUNDATION OF EMPLOYEE MOTIVATION IN ENTERPRISES 8

1.1 Theoretical and practical foundation of employee motivation in enterprises 8

1.1.1 Definition of employee motivation in enterprises 8

1.1.2 The necessity of improving employee motivation 10

1.1.3 Theories about work motivation 12

1.1.4 The content of creating employee motivation 18

1.1.4.3 Motivating employees through financial stimulation 19

1.1.5 Criteria system of evaluation of creating employee motivation 25

1.1.6 Factors affecting employee motivation 27

1.2 Practical foundation of employee motivation in enterprises and lessons learned for Tuyen Quang Post Office 31

1.2.1 Lessons of employee motivation from some enterprises 31

1.2.2 Lessons for Tuyen Quang Post Office 34

CONCLUSION OF CHAPTER 1 36

CHAPTER 2 RESEARCH METHODOLOGY 37

2.1 Data collection method 37

2.2 Data processing software 38

2.3 Analysis method 38

CONCLUSION OF CHAPTER 2 39

CHAPTER 3 RESERCH FINDINGS AND DISCUSSION 40

3.1 Overview of Tuyen Quang Post Office 40

3.1.1 The establishment and development of Tuyen Quang Post Office 40

3.1.2 The organization form of Tuyen Quang Post Office 42

3.1.3 Functions and missions of Tuyen Quang Post Office 43

3.1.4 Overview of business activities in Tuyen Quang Post Office 44

3.1.5 The characteristics of employes in Tuyen Quang Post Office 46

3.2 The reality of employee motivation in Tuyen Quang Post Office 49

3.2.1 Determine the basic needs of officials in Tuyen Quang Post Office 49

3.2.2 Identify particular aims and criteria of working performance for employees 54

3.2.3 Employee motivation through financial stimulation 56

3.2.4 Reality of employee motivation through non-financial stimulation 64

3.3 Improve employee motivation in Tuyen Quang Post Office between 2018 and 2020 76

3.3.1 Evaluation through a system of criteria 76

3.3.2 General evaluation of employee motivation in Tuyen Quang Post Office between 2018 and 2020 81

3.4 Propose solutions to improve employee motivation at Tuyen Quang Post Office 84

3.4.1 Perspectives on motivating employees at Tuyen Quang Provincial Post Office 84 3.4.2 Proposed solutions 85

CONCLUSIONS AND RECOMMENDATIONS 92

REFERENCES 94 APPENDIX

LIST OF TABLES

Table 1.1: Two factor theory of Frederich Herzberg 15

Table 3.1: The business results of Tuyen Quang Post Office between 2015 and 2017 46

Table 3.2 The employee structure in Tuyen Quang Post Office 49

Table 3.3: The importance level of basic needs among officials in Post Office 50

Table 3.4: The importance level of needs in different objects 53

Table 3.5: Popular methods of functions and tasks for employees at the Post Office of Tuyen Quang province 55

Table 3.6: The satisfaction level of employees with mission identification 56

Table 3.7: Salary and allowance of employees in Provincial Post Office between 2015 and 2017 59

Table 3.8: Evaluation of officials with salaries and allowances in Tuyen Quang Post Office 61

Table 3.9 Satisfaction level of officials toward rewarding in Tuyen Quang Post Office 63

Table 3.10 Evaluation of suitability of assigning tasks 65

Table 3.11: Short-term training in Tuyen Quang Post Office 2017 67

Table 3.12: The long-term training in Tuyen Quang Post Office 2017 67

Table 3 13: Satisfaction level of employees about training and development of Tuyen Quang Post Office 68

Table 3.14: Classification of working performance in Tuyen Quang Post Office 70

Table 3.15: Classification of officials in Tuyen Quang Post Office in 2017 71

Table 3.16: Satisfaction level of employes about evaluating work performance 72

Table 3.17: Satisfaction level of employees about promotion opportunities 73

Table 3.18: Satisfaction level of employees about working environment 74

Table 3 19: Employees productivity at Tuyen Quang Post and Telecommunications period 2015 - 2017 76

Table 3 20: The disciplines compliance of officials at Tuyen Quang Post Office 77

Table 3.21: Ratio of resignation throughout the years 78

Table 3.22: Job satisfaction level according to gender 79

Table 3.23: The satisfaction level in terms of age 80

Table 3.24 General satisfaction level to education level 81

LIST OF FIGURES

Figure 1.1: Need hierarchy of Maslow 12 Figure 3.1: Organizational structure of Tuyen Quang Post Office 43 Figure 3.2 The fluctuation of the number of employees through the years and its growth rate 47 Figure 3.3: Future plan of officials in Tuyen Quang Post Office 79

INTRODUCTION

1 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

movements 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

2 Overview of the researches

2.1 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

stronger when they believe that their efforts will bring about a certain achievements, which will lead to their expected results and rewards L Porter and E 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 Therefore, not only lowering working passion, the employee may also quit their job when they feel that what they are offered is not relevent to what they may be offered

2.1 Overview of domestic researches

“Some solutions to enhance the positivity of officials in State Administration Department”of Tra Huong Thanh - Ho Chi Minh Academy of National Politics was

posted on website http://www caicachhanhchinh.gov.vn

Nguyen Thi Kim Anh (2017) “Solutions to motivate employees in small and medium enterprises in Da Nang city based on Maslow hierarchy theory” was posted

on website tai-cac-doanh-nghiep-vua-va-nho-tren-dia-ban-thanh-pho-da-nang-dua-tren-thap-nhu-cau-cua-maslow-20171106104656955p0c488.htm

http://tapchicongthuong.vn/giai-phap-tao-dong-luc-cho-nguoi-lao-dong-Based on Maslow need hierarchy theory, the author proposed some solutions for Small and Medium Enterprises in Da Nang city to create employee motivation which can improve the work productivity, ensure the benefits of both employee and employers in Da Nang city However, the thesis has not provided a deep insight into the motivation creation for employee in Da Nang to analyze its advantages and disadvantages From that, these solutions are not persuasive enough

Nguyen Viet Ha (2012), Improve human resource management at Noi Bai International Airport, Master's thesis in Business Administration, Academy of Post and Telecommunications The aim of this research is to analyze the reality of human resources administration in Noi Bai international airport The author used dialectical materialism, investigation, synthesis and logical reasoning The research showed that, the human resource administration in Noi Bai was affected by 2 factor groups namely (1) Internal factors (including missions of enterprise; strategies of enterprise; culture of enterprise) and (2) External factors (including economic conditions; politics conditions; technical - technology; culture - social; labor force; competitors; clients; authorities and localities) From that, the author recommended some solutions to improve the human resources administration in Noi Bai in the future

Duong Dai Lam (2012), Improve the human resource administration in Bac Giang Telecommunications, Master thesis in Business Administration, Academy of Post and Telecommunication The aim of this research is to analyze the reality of human

resource administration in Bac Giang Telecommunication From that, the author proposed some solutions to improve the human resource administration in Bac Giang telecommunication in the future The author uses methods of analysis, synthesis, quantitative methods and expert methods The research showed that the human resource administration in Bac Giang Telecommunication was affected by two groups of factor namely (1) Internal factors and (2) External factors In particularly, internal factors including direction and aims of enterprise development,; enterprise culture; awareness of employee; organization form of enterprise; senior administrator's opinions and external factors including development trend of national economy; scale and growth rate of population - population structure; management scheme of law system; competitiveness of that industry; culture - social; clients; development level of technical science and technology From that, the author recommended some solutions to improve the human resources administration in Bac Giang in the future

Huynh Thi Bich Lien (2013) with the thesis "Improve the human resource administration in Vietnam Posts and Telecommunications Group in Long An" of University of Technical and Technology in Ho Chi Minh This study has systemize the Theoretical foundation of human resource administration; the author also built a model of human resource administration for VNPT From that, it can be applied to analyze and evaluate the reality of human resource administration of Long An VNPT between 2008-2012 through activities related to three functions namely attracting, training - developing and remaining the human resource In particular, planning the human resource, analzying work, recruiting, training and improving the human resrouce, analyze the work performance, salary and bonuses, work environment, work relationships and incentive policies can be mentioned As a result, the author can find out the limitations and propose some solutions to improve the human resource administration in Long An VNPT from present to 2020

Although this topic is not new, it still attract concerns of many researchers as employee motivation in enterprises is very important which directly affect the efficiency of business production The researchers pointed out approaches to

motivation generator in 2 different ways: approach based on needs of employee such as Maslow, Herzberg, etc or approach based on employee behaviors such as Adams, Vroom, Skinner, etc

The researches presented above contributed to clarify some Theoretical and practical issues which is important to motivate employee in an organization However, each enterprise and organization has different characteristics with different contexts Therefore, studying on employee motivation in Tuyen Quang Post Office and proposing some solutions relevent to Tuyen Quang Post Office's conditions as well as the industrialization and modernization trend of present context will have both Theoretical and practical meaning

3 Research aims

3.1 The general research aims

Based on analyzing the reality of creating employee motivation in Tuyen Quang Post Office between 2015 and 2017, the author proposed some solutions to improve the employee motivation in Tuyen Quang Post Office between 2019 and 2022

3.1 The particular research aims

Systemize, clarify some Theoretical issues related to generate employee motivation

In terms of space: The research was conducted in Tuyen Quang Post Office

In terms of time: Study, evaluate the reality of creating employee motivation in Tuyen Quang Post Office between 2015 and 2017 Solutions are proposed for period between 2019 and 2022 The duration of survey was done from June to July

2018

6 The thesis structure

Apart from the opening, conclusion and appendix, the thesis consists of 3 chapters: Chapter 1: Theoretical and practical foundation of creating employee motivation in enterprise

Chapter 2: Research methodology

Chapter 3: Research findings and discussion

CHAPTER 1: THEORETICAL AND PRACTICAL FOUNDATION OF

EMPLOYEE MOTIVATION IN ENTERPRISES

1.1 Theoretical and practical foundation of employee motivation in enterprises

1.1.1 Definition of employee motivation in enterprises

1.1.1.1 Definition of motivation

The term "motivation" is widely used in socio-economic life , such as: motivation of development, learning motivation, work motivation, etc However, there are many different concepts around the concept of motivation Depending on each approach, each authors will have a different definition of motivation

From a philosophical perspective, some authors have considered the motivation as elements to promote social mobilization and development The author Le Huu Tang (1997) stated that "motivations is urging element, which can promote the development." [5] Le Thi Kim Chi (2002), "Motivation is an impact, capable of stimulating, starting; having a transformational capacity to produce the new things, promote the development of society and people" or "social development motivation are the factors that positively impact, promote the process of change and produce the new things in the upward movement of society ”[4]

From the perspective of administrators, many authors consider motivation as factors that promote, encourage and motivate people to work hard to achieve the personal

as well as the organization goals According to Lawler & Suttle (1973), motivation

is the desire and volunteer of each individual[21] Kreitner (1995), motivation is a spiritual process which orients personal behaviors in accordance with a certain aims [20] Higgins (1998) motivation is internal urging element of each individual to meet unsatisfied needs[18] Nguyen Van Diem and Nguyen Ngoc Quan (2007),

"The motivation is the desire and willingness of workers to enhance efforts and work harder to achieve organizational goals [8] Personal motivation is the result of many resources at the same time of people as well as the living and working environment of people ”Vu Thi Uyen (2007),“ Motivation is the desire and

willingness of each individuals to promote all efforts to direct oneself to personal goals and organizational goals ”[13]

Although there are many different concepts about motivation, from the perspective of management science, most authors agree that motivation is the urge for human

to work harder to achieve certain goals The expression of motivation is great efforts of each individual during work process Based on the inheritance of existing

concepts, I would like to introduce my own definition of motivation as follows:

"Human motivation is the combined influences of the elements (material and spiritual) which can motivate, stimulate enthusiasm and working efforts of each person to achieve the goals of both individual and the organization.”

1.1.1.1 Definition of creating motivation

According to Dr Bui Anh Tuan, "Creating motivation is understood as a system of policies, measures and tricks of managers affecting employees in order to motivate employees at work" [1]

The purpose of creating motivation is to increase the ability to work, increase productivity and quality of work and bring joy and happiness to employees

For an organization, the aims of using labor is effective, productive and lasting Therefore, organizations always take measures to encourage employees to make efforts to bring their best to work and keep them attached to the organization for a long time

For employees, the process of working in an organization tends to be boring, affected by factors in labor relations and social relations Therefore, their positive attitude tends to decrease and inevitably they will find a way out of the organization In order to make employees work enthusiastically, actively, with a high sense of responsibility, organizations must properly use measures to stimulate labor motivation for employees

Indeed, when employees are motivated to work, they will create the ability and potential to improve labor productivity and work efficiency because the results of the work of employees depend on dynamics their own forces, on the ability of the workers and the working environment, working facilities, working conditions In

fact, when the employees are not motivated, they can still fulfill the task but managers not only want employees to fulfill the tasks they want more, the employees must also complete the tasks in an outstanding way, excellently Therefore, solutions to create work motivation will help managers to achieve that

1.1.2 The necessity of improving employee motivation

Firstly, employee motivation plays a very important role in the existence and

development of enterprises in particular and the economy in general

The role of motivation considered in all three aspects: employees, businesses and society are extremely important

In terms of employee: this can be an increase in income, improvement of living conditions, compensation for working costs that workers have spent on developing their profession, creating favorable opportunities for individuals to participate in social activities

In terms of business: It creates favorable conditions for enterprises to well exploit their available resources Use its efficiency to constantly improve labor productivity, develop facilities, technical facilities, reduce living labor costs in products, thereby reducing costs, product prices, and push competition with similar products on the market

In terms of society: When motivating employees to increase labor productivity, the social economy will grow accordingly At the same time, human will feel like to work and happier when working This will prove the society is more civilized and developed

Secondly, the reality of creating work motivation among businesses has not been

properly concerned

Many documents show that many businesses do not perform well in motivating workers because of unfair treatment The seminar consisted of 70 people from 35 enterprises of Hanoi Young Business Association, organized by the Danish Industrial Union on April 23, 2004 Participants include FPT Corporation, Son Ha Mechanical, Viet Bac Steel, Vietnam Football Joint Stock Company emphasizing the motivational role: exploiting and using better personal ability,

determining ability and increasing employees' knowledge, motivating employees to work more enthusiastically, creating opportunities for employees to assert themselves However, they also pointed out factors that suppress working motivation such as unfair work assignment and evaluation, providing insufficient resources for production, irrelevant policies that trigger anger among employee, sometimes these policies are appropriate but unclear so they do not cooperate or misunderstand the implementation, the atmosphere is too strict, lack of laughter and sharing, lack of superiors' interest with subordinates, so they don't want to work because they need more than salary In order to overcome the reduction of motivation, the workshop also gave some solutions: work arrangement in accordance with staff capacity and personality, diverse work design with certain importance, creating opportunities for employees to develop and to be acknowledged in the business

Moreover, the unsuitable human resource policy is a fundamental factors that lead many employee to quit The mismatch of the policy can be seen in some examples such as the income is lower than the amount worth paying so the workers are no longer interested in working The income is not fair when compared with their colleagues, which makes employees feel dissatisfied with leadership Besides, there are unclear rewarding policies and training promotion that directly relate to employees' rights and future, improperly assigning work to staff capacity, monitoring and controlling employees too strictly can reduce creativity and increases discomfort due to the feeling of not being trusted, ignoring middle-level employees, not caring about their opinions makes them feel "redundant", not interested in supporting the resources needed for employees to do their jobs, employees do not receive specific guidance like item t I am not sure or change constantly so it is difficult to catch up, the staff is not developed because the organization has not been regularly interested in training, making them feel

"squeezing" the strength and wisdom instead of feeling dedication, employees must not promote creativity because the work is too monotonous and do not create a good working environment, employees are constantly challenged, with excellent people,

the superior manager assigns targets continuously increasing, when the superiors make mistakes, they will send the lower level to receive the errors instead of the non-uniformed employees, the bureaucratic management apparatus, the coordination is not good, the internal procedures are complicated, causing the employees to be dissatisfied and lacking cooperating, people often say bad words

to discourage those who are passionate about work

Therefore, the improving employee motivation to promote the development of enterprise in current context is very important

1.1.3 Theories about work motivation

In order to motivate workers, scientists have studied the approaches to influence the factors that motivate employees, as shown in some of the following theories

1.1.3.1 The needs hierarchy theory of Maslow (Abraham Maslow)

It can be said that Maslow is the first person to discover human needs He said that human have many different needs that should be satisfied He divided them into 5 groups as follows:

Figure 1.1: Need hierarchy of Maslow

Source: Maslow, A H, 1943[22]

Physiological needs Safety needs

Social belonging

actualization

Self-Esteem

Physiological need: lies in the lowest position of the system Those are needs that

human always try to satisfy first If we are struggling with hunger or have basic needs such as air to breathe, sleep and drink we will think about satisfying these needs Therefore, other needs will be drawn to the least important position

Safety need: This is the need that will appear next when physiological needs are

satisfied At this level of need, people will react to danger signs and threats to themselves, workers will not like to work in dangerous conditions but prefer to work in safety conditions

Social belonging needs : Once the physiological and safety needs are met, it will

immediately develop the next level of need The "social belonging" or emotional needs will then become important, that is the need to be loved, to have friendship and to be a member of a certain group

Esteem needs : This need includes the need or desire to have the highest value of

automatic or stimulating and respectful of others Maslow has divided this need into two categories: Types of desire for strength, attainment, trust for everyone, for independence and freedom The type of desire for reputation, prestige, status, dominance, attention, is shown

The need for self-actualization : He said that " Although all these needs are satisfied, we still feel new discontent and anxiety will appear, from when the individual needs are doing the work that suits themselves ” So it is clear that this

need will appear when there is satisfaction of lower needs We see that not all people have the same needs at the same time, but at different times, different people have different needs But technically, lower needs are satisfied before being encouraged to satisfy higher-level needs

Maslow has confirmed that

Each employee has a different system of needs and it is satisfied by different means Technically, people need to be able to satisfy their needs at lower levels before being able to satisfy the higher-level needs

A manager needs to pay attention to the needs of employee From that, they can find out some solutions to satisfy those needs

Thus, technically, managers need to know which type of need their employees are having so that they know how to act in order to create the highest labor motivation

1.1.3.2 ERG Theory of Alderfer

ERG theory is different from Maslow theory in three basic perspectives According to Alderfer, personal needs include [14]:

That existence need is the material requirements and basic human requirements such as food, clothing to wear and shelter to live

The relatedness needs is the desire to establish relationships such as relationships with family members, relationships with colleagues, superiors and subordinates at work

The growth needs is the desire to develop oneself, reflected in creative and highly productive jobs while having the conditions to express their abilities

Moreover, according to Maslow, the individual needs increased as the lower needs are satisfied while Alderfer emphasized if the individual pushed the need to higher levels (needs for development) when lower needs (relatedness needs) is satisfied, efforts to satisfy higher needs are not met, the adjacent lower needs is still considered a motivating factor

According to Maslow at one point, people focused on one need, but Alderfer emphasized that each person could simultaneously have more than one need at the same time

This theory advises managers on how to view people They must see that all employees have the ability to learn and develop when developing and implementing personnel policies in management to motivate them to work productively

1.1.3.3 Two factors theory of Frederich Herzberg (1959)

Through interview of nearly 4000 people with two questions: When do you feel totally like your work? When are you completely frustrated with your work? With summary of research results, Herzberg pointed out two groups of interrelated elements that motivate employees

Table 1.1: Two factor theory of Frederich Herzberg

a salary commensurate with the effort spent They think it is granted to satisfy the elements or even worse, on the contrary, they will become dissatisfied with the work and lead to a reduction in performance Motivation factors are related directly

to the work content If these factors are lacking, workers will be dissatisfied, lazy and lack of attention to work, which is directly related to mental instability However, if the organizations only pay attention to one of these two factors, they will not get the expected results as creating employee motivations

Herzberg also emphasized on enriching the work of employees to motivate them by making work more challenging such as increasing responsibility and self-management From that it can bring them higher success and satisfaction Redesigning the work can be through work expansion, job enrichment, or work flexibility to reduce monotony and increase attractiveness Expanding the job is to design horizontal work design, adding to employee's current work to let them make use of their free time Job enrichment is the development of work in depth, by giving employees some more difficult tasks before self-inspection, planning and

self-control, which these tasks used to belong to direct management This will help employees develop their awareness of promotion and more mature in their job Alternating work is moving from this tasks to other tasks These changes will break the monotony, create opportunities to learn new skills, new areas and establish new working relationships to increase diversity in work

Although there are some criticisms of Herberg's theory such as narrow scope of research, no mention of individual differences, no clear relationship between satisfaction and motivation, but it has a certain meanings in motivating such as pointing out some factors affecting motivation and satisfaction in labor According

to him, in order to really encourage employees, it is necessary to first create an appropriate working environment, highlight the role of designing and redesigning work to suit the capabilities and strengths of workers, reducing monotony and boredom to avoid disappointment in the work of workers

1.1.3.4 Positive reinforcement theory of B.F.Skinner (1953)

In this theory, the behavior of the individual should be motivated, behavioral should be limited by penalties or neglect Rewarded acts tend to be repeated, not rewarded (ignored) or fined tend to be phased out The reward can be praise, promotion decisions or a certain amount of money Punishment can be scolding or cutting the benefits Neglecting, considering the employee's wrongdoing, this is only appropriate when the manager thinks that the wrong behavior is only temporary or not serious enough to impose a penalty The shorter the period between the time of the act and the time of conducting the reward / penalty, the more likely it is to change behavior Penalties have the effect of limiting behaviors that result in undesirable outcomes, but it can cause resistance from workers In order to reduce these incidents, it is necessary to attach punishments to rewarding behavior for good achievement or "praise first - criticize later"

For effective management, managers need to identify certain behaviors that they want employees to perform in their work, such as promoting initiatives, being polite with customers, taking care of quality At the same time, point out some behaviors

to eliminate such as wasting time, being rude to customers, purchasing quantity

without quality Then, managers need to try to promote good behaviors by acknowledging good achievements and commensurate rewards for that result, and penalizing wrong doings The performance of rewards or penalties should pay attention to the time when the behavior occurs to enhance the effectiveness in management and ensure fairness for all employees However, it is not advisable to emphasize punishments that need to be attached to rewarded behaviors to limit workers' resistance

1.1.3.5 Expectancy motivation theory of Victor Vroom

Victor Vroom said that individuals who want a certain effort will bring about a certain achievement and that achievement must lead to the desired results or rewards The theory suggests that administrators need to make employees understand the relationship between effort - achievement - results and need to create the appeal of results for employees[29]

According to Vroom, motivation is the expected function of each individual, with a certain effort will bring a certain achievement and that achievement will lead to a corresponding result or reward The theory based on logic in which people will do what they can do when they want to do it For example, a person who wants to be promoted and sees a strong relationship between outstanding achievement and promotion When being hardworking, they can achieve high results This will motivate them to work hard to achieve their own expectations

1.1.3.6 Equity theory of Stacy Adam (1965)

J.Stacy Adams thinks that every individual always wants to be treated fairly and properly in the organization Individuals in the organization tend to compare the benefits they enjoy for the effort they spend with the rights of others to enjoy the effort they spend If these are fair, it will encourage them[15]

So to create the motivation, it is necessary for managers to create and maintain the fairness between personal contributions and the benefits that individuals enjoy through noting some of the following issues: know that every individual will compare fairness whenever the benefits they see clearly (salaries, benefits, promotions) are divided; injustice must be eliminated through payment of

contributions based on contributions; create equal promotion opportunities for people with equal capabilities and achievements

1.1.4 The content of creating employee motivation

1.1.4.1 Determine the material and spiritual needs of employee

The first important issue to do in motivating employees in enterprises is to determine the actual needs of each individual? Because in every business, the purpose of working is different for individuals People in general and employees in enterprises in particular will act positively if they see the benefits brought about, then human needs are satisfied

The general goal of determining workers' needs is to understand their wants, motivations, aspirations, satisfaction in the short and long term When enterprises understand those needs, they should initially impress employees, show them the interest from managers They will be more reassured when seeing their own needs being understood by their managers

There are two types of employee needs: material needs and spiritual needs It can be clearly seen that material needs are salaries and financial regulations Spiritual needs can

be regulations on training, professional working environment, helping employees to develop their own capabilities, so that they will not be boring at work After identifying the needs of individuals, managers need to synthesize and analyze the content, arranged

in order of importance to satisfy each of those needs through policies and practical actions Meeting the needs of employees will help increase the ability to retain talented people, who have passion and enthusiasm for work and businesses

1.1.4.2 Build particular aims and standard to perform work for labor

In order to promote collective strength and a spirit of hard work, leaders must also develop specific tasks and work performance standards for employees Businesses, companies need to set specific goals of businesses and organizations in different stages If leaders know the way, surely workers will make efforts to accomplish the goals The missions need to be done namely

+ Determine the operational objectives of the enterprise, clearly demonstrate, disseminate objectives and plans to each employee

+ Define specific objectives and have norms and standards for performing work for laborers

+ Regular and fair assessment of the level of accomplishment of employees' tasks

1.1.4.3 Motivating employees through financial stimulation

First, build a fair salary and bonuses scheme

Salary is the price of labor, formed by agreement between employers and employees in accordance with the relationship of labor supply and demand in the

market economy

Salary is closely tied to the law of improving labor productivity and saving working time because improving work productivity is the basis for increasing wages and saving due to improving labor productivity and right to increase wages is the driving force to develop the product Needs to increase salary is both aim and motivation of employee If wages are motivational tool in working, the wage payment must ensure the wage payment principles in the enterprise:

Fairness in salary payment: Payment must ensure the relevance to the energy of laborers In other word, it is necessary to balance between internal and external side Salary must ensure reproducibility, expand labor capacity: It means that wages must ensure the lives of workers and their families fully, not only meeting basic needs but also accumulating for the future

Wages are determined on the basis of an agreement between the employee and the employer based on the position of work, the complexity of the job, the scope of job responsibility and the requirements of qualifications, skills and experience of the person performing the job

Therefore, the salary has a great influence on creating motivation, so the payroll in enterprises must meet the requirements and principles of wage payment in accordance with the law

Use types of allowances:

+ Allowance is the remuneration for employees in addition to the basic salary, to compensate the laborers when they have to work in unstable or unfavorable conditions but not yet taken into account when determining the basic salary

+ The allowance can stimulate employees to perform their work in unusual complicated and difficult situations

+ There are many different types of allowances such as responsibility allowances, toxic allowances, dangerous allowances, regional allowances, mobile allowances

In addition, there are some other allowances, in fact not the salary allowance, the calculation does not depend on the salary of the employee such as the allowance for traveling, etc

Secondly, select reasonable bonuses to stimulate employees to strive to achieving the organization's goals

Bonuses are in fact complementary to salaries in order to better understand the principles of labor distribution and improve business performance of enterprises Bonus is a kind of physical stimulus that has a positive effect on employees in striving for better work Bonuses can have motivational function if they can ensure following principles:

Bonuses must be based on personal achievements Rewards must be fair and reasonable, then employees will see the results that they strive to truly deserve and they can be proud of that, making employees excited and satisfied with their work

It is essential to choose rewarding forms and rational decisions: This requirement requires certain rewarding criteria to avoid conflicts among employees The duration between rewarded behavior and rewarding time should not be too long

In order to enhance the stimulating role of bonuses, it is necessary to properly determine the relationship between the bonuses received and the level of dedication

of workers or employees When formulating regulations on reward payment and reward evaluation, it must be clear, strict and suitable to the ability to work and ensure fairness for each employee

Third, build and organize the implementation of reasonable benefits and other services to create peace of mind for employees

In addition to salaries and bonuses that are two key tools for material stimulation for workers, other types of benefits and services also have a very important motivational effect

Social insurance, health insurance: Social insurance is the guarantee of material needs for workers when sickness, maternity, labor accident, retirement or death to contribute to stabilizing the living of workers and their families

In our country, mandatory benefits include 5 social insurance regimes for

workers: Allowance for sickness, Maternity allowance, Labor accident allowance dynamic or occupational diseases, pension regimes, death penalty

The types of welfares and volunteer services

- Insurance welfare: medical insurance, life insurance, working capacity loss insurance

- Guarantee welfare: income guarantee, retirement guarantee

- Allowance for not working time

- Allowance for flexible working hour

- Allowance in terms of beverage in summer time;

- Food allowance and overtime allowance

- Welfare policies: birthday, funeral, wedding, sickness, travelling when visiting home town

- Equipped with working safety facilities in accordance with the law;

- Learning encouragement gifts for children at the end of the year and in Children's Day, Mid-autumn festival, etc

Types of employees' services: financial services (discount sales, credit unions, buying shares of the Company, canteens), social services (educational subsidies , entertainment service)

All factors: basic wages, bonuses, benefits should be used effectively to create the highest motivation for employees Employees often expect efforts and results of their work to be assessed and rewarded These expectations will form and define the goals and levels of performance that workers need to achieve in the future If the policies and governance in the Company let employees see that their hard work and the level of their good work are not adequately compensated, they will not try to work anymore

1.1.4.3 Employee motivation through non-financial stimulation

Motivating employees through non-financial stimulation including:

First, clear analysis of work can be basis for allocating suitable employees

Job analysis is a process of data collection related to a certain position systematically

Job analysis is conducted to determine the tasks within the scope of that work and the specific skills, competencies and responsibilities required to perform that work the best Analysis of job is to answer following questions:

- What do employee do?

- When are their tasks finished? Where are those tasks conducted? How do they do their tasks?

- Why do they have to do those tasks?

- To accomplish those tasks, what requirements should be met?

Job analysis provides administrators with a summary of the duties and responsibilities of a certain job, the relationship of that job to other jobs, knowledge and necessary skills and work conditions

Clear and detailed work analysis will help businesses rationally assign labor, evaluate the work performance accurately, and have a basis to evaluate for reward and discipline For workers, specific job analysis will help them to understand the job, know the tasks that they must perform Besides, the analysis of work is the basis for the right labor arrangement, which helps to exploit the full potential of the employees, which will have a positive impact on the performance of the workers in particular and effective work of the entire company in general

Second, training and developing human resources to meet the requirements of the job

Training is the process of providing particular skills along with particular aims Training is the organization's efforts to change the behavior and attitudes of employees to meet the requirements of work efficiency

Development is the process of preparing and supplying necessary capacities for organization in the future Development is comprised of activities to prepare employees to keep up with the organizational structure as it changes and develops

Training is a systematic process to nurture the accumulation of skills, rules, behaviors or attitudes that lead to a better correspondence between employee characteristics and job requirements

Development is a long process to improve the capacity and motivation of employees to turn them into precious future members of the organization Development is not only about training but also providing other professional experiences

Individual employees, especially the management workers, also have a need to improve their qualifications to assert themselves, build a personal brand, this is a high level need in Maslow's demand system Organizations need to create conditions for training and retraining to improve their knowledge and skills to suit their needs, aspirations and work demands

Third, fairness and objectiveness in job evaluation

With fair judgment, objective results of work performance will be effective measures to motivate workers The results of the assessment of the job performance are more and more stimulating to the employees to increase the confidence of the employees with the enterprises because they find that the effort they have paid has been paid in a worthy way, that is Department to motivate employees to improve labor productivity, work efficiency of employees, increase the attachment of employees to the organization

The effective use of assessment results not only helps organizations get the right personnel decisions but also a direct stimulus measure for workers in the process of carrying out the work, the results of the assessment prices will directly relate to decisions such as promotions, remuneration, training, reward ., so if the organization performs an accurate assessment and shows employees the decision making There is a great participation from the results of their work, which will greatly affect the working efforts of the workers

Fourth, create the promotion opportunities for employees

The esteem needs and the needs for self-actualization are the highest level needs in Maslow's need hierarchy Since then, it has shown that all employees have a desire

to seek opportunities for advancement in their careers, because the promotion is the way to affirm their position in the enterprise and before the colleagues, satisfying their needs of being respected

In the process of working, the employees always try to devote their ability to work,

if they see that they have the opportunity to develop, the employees will try harder

in the process of working If this need is met, this is one of the most effective method to improve employee motivation

The manager should map out each ladder of career position to create development opportunities for employees Facilitating the promotion for employees shows the concern and trust of leaders for individual employees

The promotion must be based on the contributions, achievements and results of the work performance and the capacity of the employee In addition, promotions must

be taken seriously, fairly, and conducted publicly in the collective labor

Fifth, create a favorable working environment for employees

The environment and working conditions are places where workers must be exposed to daily activities, which has a great impact on the ability of workers to work, health, labor attitude and work efficiency The good working environment will make employee feel secure to work and develop their capacities On the contrary, poor working environment and conditions will cause workers to work in psychological stress, insecurity, fatigue both physically and mentally, depressed and dissatisfied at work Therefore, in order to maintain a good working status for employees, it is necessary to provide them with a working environment with adequate equipment and facilities for work and workplaces designed and arranged one scientific way to create maximum conditions for employees to perform jobs It

is necessary to provide enough labor protection equipment to ensure standards to protect the health of workers, ensure that employees are always working in a safe environment, good health conditions and comfortable mental, etc

Building a friendly collective labor atmosphere, cooperating, sharing those through group work activities such as organizing emulation movements, unions, sports, cultural movements, sightseeing picnic, etc Where workers have the opportunity to

interact, understand more about each other, exchange and learn experiences from others, share joys, sorrows, difficulties in work as well as in life From that, the employees will feel more attached to the organization with their colleagues, love the job more, work in a spirit of comfort, and have close relationships with other colleagues, cooperating to help each other for the common goal of the organization

Sixth, build a healthy enterprise culture

Nowadays, enterprise culture is considered an invisible property This type of property can make businesses more prosperous, but if we do not know how to promote it, this will bring businesses quickly to bankruptcy

Corporate culture is the spiritual and spiritual force here, which is all the excitement and competition in production and business in a healthy sense; Corporate culture is a physical force, this way assumes that, thanks to the cultural behavior, enterprises create more and better materials; Corporate culture is the physical and mental force of the enterprise By this way, it is said that the harmonious combination of essential elements in each enterprise to create an enthusiastic working atmosphere of workers, creating a lot of material wealth and material created a part reuse labor to make people continue to work to create more products with better quality, and more quantities By different notions that people behave, it is also different in the business itself

Corporate culture has a great influence on employee motivation, where there is a healthy working environment, reasonable management policies, and modern leadership styles Workers will feel comfortable when working, they will work hard and create labor results The corporate culture has the effect of replacing regulations and documents Strong corporate culture has the appeal to the members of the organization to accept the value of the organization and follow it, besides it effective converging members of the organization with high consensus, orientation of labor behavior to increase the link between employees and businesses

1.1.5 Criteria system of evaluation of creating employee motivation

Work productivity

Work productivity is calculated by the formula:

Average work productivity

=

Total revenue Average Total number of

employees

Meaning: The average labor productivity of workers increases over the years, partly showing the labor efficiency of the Post Office employees and shows the effectiveness of creating employee motivation

Labour disciplines

Labor discipline is a very important criterion for evaluating the motivation of employees at enterprises Employee discipline is performed particularly through following criterias:

- Number of employees working late in the month, quarter, and year without explanation of good reasons

- Number of employees having days-off exceeding allowed time

- Number of employees violating the rules and regulations of the organization

Meaning: the low rate of resignation of an enterprise shows that the effectiveness of the work creates a higher motivation for employees of the company and vice versa

The satisfaction level of employees to their work

One of the important criteria for assessing the level of human resource management is: "Employee satisfaction with work" It has a logical relationship with a number of other criteria such as labor productivity, labor costs, etc It is possible to measure

the level of satisfaction with the job through interviews, listening to employees' opinions, or surveying

The higher the level of employee satisfaction with the job, the higher the efficiency

of the work force for employees of the enterprise and vice versa

1.1.6 Factors affecting employee motivation

1.1.6.1 Factors related to employees themselves

Personal characteristics of employees : As gender, age, goals, aspirations,

preferences, living conditions of each employee also impact significantly on employee motivation If an enterprise know the personal characteristics of employees to arrange a reasonable job, it will have a great effect on motivating employees On the other hand, if managers know the combination of personal goals and organizational goals, this will make employees stick, dedicated to organization and work Therefore, organizations need to understand the goals of each individual and must take measures to orient personal goals in line with the goals of the organization As a result, managers must always care, approach and learn about their employees

The actual capacity of employees: The actual capacity of employee is all the

knowledge and experiences that workers have achieved during the learning and working process Each employee has his or her own abilities so their motivation to work more positively is different When they have enough conditions to develop their abilities, the motivation will increase

The ability is originated from inherence and training Ability is the foundation to create human capacity Precise evaluation of employee is the foundation for managers to make best out of their employees

Therefore, in the process of working, managers always design work, arrange employees to work in accordance with their capabilities and capabilities to maintain and develop their own professional capacity

Individuality of employees: This is a personal element within each person and is expressed

their views before a certain event The viewpoint of the employee may be positive or negative, thus motivating the employee to be partly influenced by their personality

The attitude of employeestoward their company and work : This factor is

important in the process of motivating employees When workers have the right views and attitudes, their behavior will be positive, through which they will improve labor productivity and work quality

1.1.6.2 Factors related to internal environment of the organization

The elements of the organization can attract talented employees to work and stay in

a long time with this organization Therefore, managers need to exploit these factors

in order to motivate their employees to work effectively These factors including:

Organizational structure

Organizational structure is a system of tasks, relationships, reports and authority to maintain the organization's operations The organizational structure will have decisive role in the whole operation of an organization The rational organizational structure, powers and responsibilities of each division as well as each member which are clearly, flexibly, non-overlapped, in accordance with the organization's requirements will make workers clearly see their position in the organization and conduct their tasks quickly and highly effective In contrary, if the organizational structure is not relevant, this will lead to stagnation and less effective operation

Human resource administration policies

Each enterprise, agency, organization will have policies in the process of implementing different human resource management: Salary, bonus policies, remuneration policies, training policies, retaining talents, etc The policies promulgated and applied in the organization will directly affect the rights and personal responsibility of employees Each policy will influence in each employee's motivation If these policies are appropriate, this will bringing help employees make use of their potentials and strength The compensation which is relevant to the employee's energy to work will create the motivation for the workers

Organization culture

Organizational culture has been formed in a process since its founding, including the system of values, policies, practices, working styles and relationships within the organization pure, healthy will create a good working environment, thereby

attracting employees to work and contribute to the organization, keeping employees loyal to the organization Organizational culture is built by a collective, in a long process, when employees work in the organization they will be in tune with the cultural environment here Therefore, if the company culture is healthy, many identities, solidarity and loyal employees will be a great motivation for them to stick with their colleagues and organizations for a long time

The work itself

Each person will be assigned a certain job If the job is suitable for the professional, the job of the employee and the job is attractive to the employees, they will be interested in working and love the work they do Depending on the personality, forte and capacity of workers, they will feel suitable for different jobs Some people like a dynamic job with constant travelling, and some people like office and administrative work Organizers must know how to arrange and assign labor appropriately to promote their full capacity and the strength of individuals From that, they will have the great motivation to work, which can enhance productivity and working quality

Employee motivation is influenced by many different factors Work related factors including

• Necessary professional skills to conduct the work

• The complication of the job

• The professionalism in the job

• The risks of the job

• The intellectual requirement

• The attractiveness of the job: nature of the job includes the complexity of the job, the level of specialization and the requirements of the job including the professional skills needed to perform the work, the risk of work, the level of intellectual requirement will affect the work motivation of workers If a job is hard, beyond the employee's ability to do it, the worker will feel pressure and stress Conversely, if the job is too easy to assign to someone with good expertise will make them feel boredom, waste of talent Therefore, the manager needs to hand

over the right people to promote the capacity and positive attitude of the employees When modern machinery manufacturing processes will make workers reduce a large amount of labor waste, making their work simpler, safer, leading to increased labor productivity Those are factors to create employee motivation

Working conditions

In the organization, the working conditions of the employees are concerned, invested in equipment, on machines, safety equipment, protection the workers feel secure about life, health, environment, psychology will be stable and dedicated

to work If they are working in the best working conditions, supported with working tools will be the basis for creating high productivity and quality of labor They will have motivation to work better with high quality Managers need to create the most favorable working conditions for employees to create their motivation So the manager needs to consider the following issues: Equipment for the workplace should be sufficiently reasonable and scientific; arranging material and technical facilities to ensure the space of space, suitable to the eyesight of workers, creating a reasonable posture to save movements and safety to ensure health and create excitement for people labor

1.1.6.2 Factors related to external environment of the organization

Regulations of the law and government

The provisions of the Law and the Government especially the labor law are an important legal basis to ensure the rights and obligations of parties in labor relations, especially workers when they are in a weaker position in labor relations The law in general and the labor law in particular ensure that everyone can have equality in the labor market, against discrimination Some specific provisions: Labor Law, Social Insurance Law, Decrees, circular on wages contribute to ensuring the rights of employees to be implemented uniformly and fairly throughout the country The law is strict and appropriate to create a fair, peaceful life and the workers will be assured of working When the law on labor is more complete, just and effective, the workers will be more and more assured in labor because they will not be afraid of the unreasonable forced of the owners and they cannot demand too