GRADED UNIT 02

RIFHDI AZAD

JULY 8, 2016
HND – BM - 03
Table of Contents
1. Personal Assessment of Skills ............................................................................................................... 2
2. Proposed Title of the Research Proposal/Project ................................................................................. 3
3. Statement of the issue .......................................................................................................................... 4
4. Aims and objectives of the Research Proposal/Project ........................................................................ 6
5. Justification for the choice of issue....................................................................................................... 6
6. Justification for the choice of business ................................................................................................. 8
7. Sources of Information ......................................................................................................................... 9
8. Methodology....................................................................................................................................... 11
9. PLAN .................................................................................................................................................... 12
 1. Personal Assessment of Skills
Strengths

My personal Strengths are that I have good communication skills where I can express ideas
coherently & writing concisely which helps me to understand and communicate other
people in understandable manner this helps me to find my primary data successfully. I have
creative ideas and I see things different and be positive when I make any decision where it
helps me to stay strong during my hard times which enables me to analyze my report in a
perfect manner. I have been participated for many presentation activities at WNS Global
services where I had to Travel India to deliver Virgin Holidays process to India and I
prepared and presented the Indian employees about the client and their behaviors on the
other I had to migrate the London Stock Exchange process from UK and I successfully
migrated the process to Sri Lanka where I had to participated and present on behalf WNS
Global services which enables me to understand employee motivation in different personal
background levels and input some quality data to my report. I see myself specialized in
analyzing and reporting area where I work most of the times with reporting clients about
financial information’s which supports me to analyze data. I work as a Lead Associate,
where my work experience have taught me to manage people efficiently and effectively
which enables me to understand the requirement of employee motivation in an
organization. I have good leadership skills and positive attitude where helps me to be a
successful leader in real life which helps to get the real feedback on my questionnaires and
find the best secondary resources internally.
Also I see myself strong where I can be able to adapt to changing situations naturally &
without fuss or complains. Example; arranging urgent payments even at the end of the day
which is not in practice. I am strong in implementing new things to processors such as
brainwaves from systems where finding easy ways to work. I have worked in many ERP
systems such as Oracle R11 - R12, Travel Box, Microsoft GP, Quick Books, Proactis etc
where I learned how ERP systems works and how to apply the theories to ERP. In the
current world the new job market is based on the system experience where I have been
mastered in that area which helps me to understand and apply the guidelines for researches.
I always looks for new challenges at work and in life to push some barriers and succeed
new things in life. I always work smart than being hard where I think of the outcome before
 doing it. I work based on the output required. I am also specialized in Microsoft Excel
where I train my subordinates how to use Microsoft Excel including Macro’s and skills. I
always plan things out before doing anything which enables me to work for a goal.
Weaknesses

• I hardly listen to others completely and I guess their ideas and thoughts before they
complete the conversation which is a negative point understanding the level of motivation
of employees. I have not completed any of my education qualifications where I’m still
pursuing my HND qualification and I have completed my CIMA (UK) Foundation level
only I see this as my weakness since I’m unable to compete with others with qualifications.
I work more than required hours (9 Hours) I work for 11 to 12 hours a day which does not
value myself in the organization and it’s a negative point when it’s hard to complete my
HND qualification on time. I always looks for branded goods and services even when it’s
very minor situation this will increase my spending more than required. I take time to reply
for mails where I have missed many mails without replying and without reading them. I
speak really fast where sometimes due to unclear voice and speaking fast I have to repeat
the same thing twice to make sure that clients/employees understand what I said by this it
does take time to understand employees comments on their motivation level. I see myself
weak when I start thinking of problems where the solution was just there and was easy to
find.

2. Proposed Title of the Research Proposal/Project

“A study of factors affecting non-managerial employees’ motivation in

business process outsourcing Industry in Sri Lanka” – a study of WNS
Global Services Pvt Ltd.
 3. Statement of the issue

Motivation refers to “the reasons underlying behavior” (Guay et al., 2010, p. 712). Paraphrasing
Gredler, Broussard and Garrison (2004) broadly define motivation as “the attribute that moves us
to do or not to do something”

Motivation can be defined as the internal and external factors that stimulate desire and energy in
people to be continually interested or committed to a job, role, or subject or to make an effort to
attain a goal.

Motivation is the desire that fuels a person to do certain things based on the needs and wants of a
person. If a person wishes to meet these needs and wants, then it necessitates him to motivate
himself so that he can make certain moves. A person is unique and apart from another so his needs
and wants vary greatly from that of the other. The same is true for the people’s levels of motivation.

Motivation also plays a vital role in organizations today. An employer is continuously pushed to
come up with ways and means that would boost motivation in the work environment.

According to Motivation in the Real World by Gellerman (1992), the most effective motivation
systems in successful American companies are: selectivity in hiring, generous pay and benefit
programs, and encouragement of long-term employment. Other strategies include flexible
implementation of policies, rather than rigid rules, cooperative unions, or no unions at all, and a
conscious policy of putting employee motivation above all other priorities.

The purpose of this study was to describe the importance of certain factors in motivating Non-
Managerial employees at the WNS Global services pvt ltd. Specifically, the study sought to
describe the ranked importance of the following motivating factors: (a) job security, (b)
sympathetic help with personal problems, (c) personal loyalty to employees, (d) interesting work,
(e) good working conditions, (f) tactful discipline, (g) good wages, (h) promotions and growth in
the organization, (i) feeling of being in on things, and (j) full appreciation of work done.

In BPO point of view, Success of an organization is depending on their employees and it has
outsourced operations as a nature of the business. Research case is from WNS Global Serivces Ltd
as it is one of the largest Business Process Outsourcing multinational company operating in Sri
Lanka. BPO’s mostly having a routine job role for non – managerial employees and having the
same work load for all working days, some employees are doing the same work for more than 5
years and most of the employees working for shifts, also some employees working for UK time
zone and others for US time zone. Some employees leave the organization for a feeling that it’s a
data entry jobs etc. So it’s a very hard task to keep this business running so the company is
providing Monetary and non – monetary benefits in order to keep them motivated.

Goals and targets are set by the higher management, but

these are only achieved if each individual strives to put in
their maximum effort and drives at fullest capacity

Further, motivation does not only revolve around financial

factors, but also behavior and emotion. Therefore this
research would gain a better understanding of what factors
affecting non managerial employees to be motivated in
business process outsourcing company Sri Lanka – WNS
Global Services.
 4. Aims and objectives of the Research Proposal/Project

Main Research Objective

Main Research Objective is to study the factors affecting non-managerial employees’ motivation
in WNS GLOBAL Services Sri Lanka

Sub Objectives of the Research;

Primary Data

1. Identify how non – monetary factors affecting non – managerial employees in WNS
(Primary data)
2. Identify how monetary factors affecting non – managerial employees in WNS (Primary
data)

Secondary Data

3. Identify the current motivational programs conducted by WNS (Secondary Data)

Suggestions to the current situation

4. Methods to improve the current motivation in WNS Global services (monetary and non –
monetary)

5. Justification for the choice of issue

WHY BPO?
BPO is one of the strongest sector in supporting to the country’s GDP value. In the past years the
central bank reports shows the BPO has the highest contribution for service sector.
 Central Bank of Sri Lanka – Annual Report
Also Sri Lanka has been awarded as the best Offshoring Destination of the Year in 2013 where
Sri Lanka bagged the prestigious ‘Offshoring Destination of the Year 2013” award at the
National Outsourcing Association Awards (NOAA) in UK
BPO sector has enabled Employment Opportunities in Sri Lanka for the past few years where the
direct employment in the ICT workforce exceeded 75,000 high paying jobs IT/BPO sector, with
indirect employment at 180,000
The government to provide attractive tax incentives and tax holidays for investors to boost export
revenue target of USD 1 billion 2016
According to Sanjeev Shukla, Head of Global Operations for US-based BPO Certification
Institute (BCI) he said, Sri Lanka can one day earn as much as 15% of its Gross Domestic
Product (GDP), conservatively, from this sector. Business Times Sunday January 01, 2012
WHY WNS Global Services?
WNS is a leading global business process management company. Deep industry and business
process knowledge, a partnership approach, comprehensive service offerings and a proven track
record enable WNS to deliver business value to the world’s leading companies. WNS is passionate
about building a market leading company valued by our clients, employees, business partners,
investors and the communities in which we live and work.

The reason behind selecting WNS Global services pvt ltd since it has outsourced operations as a
nature of the business and it is one of the largest Business Process Outsourcing multinational
company operating in Sri Lanka which Motivation plays a major role of the job. There normal job
role seems to be a routine job (Example; Call centers, HR, Travel etc) and non-managerial
employees are working in different shifts with a routine job where motivation is much needed in
an environment like this.
 6. Justification for the choice of business

Direct and Indirect link to topic

• Managing People and Organizations
• IT - Application Software
• Managing Operational Resources
• Business Contractual Relationships
• Business Culture & Strategy
• IT: Spreadsheets in Business
• Information and Communication Technology in Business
• Behavioral Skills for Business
• Statistics for Business
What is the importance of motivation?
Motivation is one of the important parts of managerial functions where a manager becomes
unsuccessful if he fails to motivate his subordinates (Non – managerial employees)

Motivation is the desire that fuels a person to do certain things based on the wants and needs of a
person. If a person wishes to meet these wants and needs, then it necessitates him to motivate
himself so that he can make certain moves. A person is unique and apart from another so his wants
and needs vary greatly from that of the other. The same is true for the people’s levels of motivation
- (www.bookfresh.com n.d)

Motivation - Increase of productivity

Motivation contributes to develop working efficiency of employees. When employees are

actually motivated they improve their working efficiency. The development of working
efficiency among workers leads to maximize production and productivity.

Motivation - Lead to profitable operation

Motivation is an important tool that leads the organization in profitable operations. Motivated
workers perform their duties with full responsibility. The development of self-responsibility
among the workers contributes for the best utilization of available resources like materials,
money, machines and others.

Stability of workforce

It is known that a motivated and stable workforce is potential of the organization. Motivation
directly or indirectly facilitates the stability of the workforce. Generally, frustrated and
dissatisfied employees may think of leaving the organization for better opportunity. Motivated
employees do not want to leave the organization and want to work for the organization with the
best possible way. Therefore, the management needs to provide facilities to workers on the basis
of their efficiency and experience.

Motivated employees lead to other numerous benefits;

Public image – the employer would be recognized for providing good working environment and
treating employees well.

Communication and relationships – employer – employee relationships would remain committed

to their job role and would not constantly search for new opportunities.

(F1 ACCA study pack GTG Accountant in business, 2013)

7. Sources of Information

Sources of Information

The following are the methods of Primary data used

Questionnaire

This research will be conducted distributing a questionnaire amongst a sample of staff, from
operations. The questionnaire includes questions to measure the non-managerial employee level
of motivation, and was based on the motivation theories to be used for analysis.

Questioner includes the below areas;

1. Are appropriate financial and non-financial benefits in place?

2. To what extent does HR evaluate current level of motivation?

3. What limitations currently hinder honest feedback from employees?

4. Is money the only motivation factor?

5. What factors play the greatest role in motivating employees at WNS Global services?

Casual Conversation

While distributing the questionnaire and walking around the work floor, It has been planned out
to gather information on how business was carried out on a day to day basis. Further to investigate
more concerns of employees have with the current methods of motivation. This would help to
understand employees and have an open ended session to understand with regards to their job and
how things are done.

The following are the Secondary data used.

Performance Indicator reports (KPI’s)

There are reports which contains the non-managerial employee production performance, attrition

Study Texts

Get through guide – Accountant in Business – Covers the knowledge of motivation and theories
which included in this research

Kaplan Publishing – ACCA P3 Complete Text Business Analysis (BA) – Will guide on how find
secondary information on this research.

Internet

The internet act as a good source of information for BPO non-managerial employee motivation
and act as a verification and evaluation of data collated for BPO production.
 8. Methodology

More weight is given towards this source of information as it is first-hand information and will be
more accurate and up to date.

The following are the methods of primary research used

Questionnaire - Quantitative

This method is very vital to this research, as it was to draw out the most evidence for this research
and would be the most accurate collected.

The conclusions drawn from the answers to these questionnaires would reflect and evaluate the
current methods of motivation set in place in the work environment.

Number of staff Planned

(Average) Team Questionnaires Sample
LSE distribute size
40 20 50%

Casual Conversation – Qualitative

Taking down notes while having the casual conversation.

Number of
Deputy Managers
& Assistant
Manager
(Average) Team Planned Sample
LSE Interviews size
8 5 62.5%

Questionnaires will not distributed to the higher management. Only non-managerial staff will be
allowed for the research. Therefore an entire view of the hierarchy will not be collected. In an ideal
situation the sample should consist of different layers of the hierarchy to improve the quality of
data collected.
Data analyzing methods – For data analysis in this research will be using the SPSS software and
Microsoft Excel.
In order to evaluate non-managerial employee motivation in WNS author has planned to have
both qualitative R& quantitative data for this research
Qualitative - Casual Conversation (Sample 05)

Quantitative – Questionnaire (20 Questions)

9. PLAN

Dates Time Planning Resources

9-Jul-16
Research questions
with regard to Laptop, Web applications
9.00 am - 1.00pm Employee motivation
List down all related
question for employee Laptop, MS Office
7.00pm - 9.00pm motivation
Finalize the
10.00pm - Questionnaire and Author
10.30pm proof reading
10.30pm - Printing the Author
10.45pm Questionnaire
Research about casual
interview Question for Laptop, Web applications
10-Jul-16 5.30am-6.45am Employee motivation
List down all related
casual interview Laptop, MS Office
questions for
3.30pm - 5.00pm employee motivation
Finalize the
Questionnaire and Author
proof reading - Casual
7.00pm - 7.30pm interview
Printing the
Questionnaire - Casual Author
7.30pm - 7.45pm Interview
 Distribute the
Questionnaire to Non - Author
11-Jul-16 1.30pm - 3.30 managerial employees
Collect the Author
3.30pm Questionnaire
Interview 5 managers -
casual interview to find Author
out about their
12-Jul-16 1.30pm - 4.30 employee motivation
Finalize and close the Author
13-Jul-16 4.30 - 4.45 session
10.30pm - Input all questionnaire Laptop , SPSS
14-Jul-16 12.30am details to SPSS system
Summarize all casual
10.30pm - interview feedback Laptop, MS Office
15-Jul-16 12.30am from managers
Research about
theories for Employee Author
16-Jul-16 7.45am - 9.45am motivation
Find more literature
review for Employee Laptop, Web applications
12.30pm - 3.30pm motivation
Document all
references for Author
employee motivation
5.45pm - 7.30pm which was accessed
7/16/2016
-
7/23/2016 Finalizing