Académique Documents
Professionnel Documents
Culture Documents
Employees at the grass-root level experience a sense of frustration because of low level of wages, poor working conditions, unfavorable terms of employment, inhuman treatment by their superiors and the like whereas managerial personal feel frustrated because of alienation over their conditions of employment, inter-personal conflicts, role conflicts, job pressures, lack of freedom in work, absence of challenging work etc. Certain values were attributed to work in the past. Work was worship and people had sincerity and commitment to work. But todays employee would not believe in such values of work. He works for his salary, he works hard if the conditions of work are conducive and congenial and terms of employment are favorable to him. As such the work norms have been changing from time-to-time. Work norms in modern industrial society indicate that (i) employees role in industry is different from his role in the family, (ii) superior knows the best and he has the right to impose on the subordinates, (iii) rules are for employees and they have to follow them, and (iv) employer has the right to layoff the workers due to marketing and technological factors. The term Quality of Work Life aims at changing the entire organizational climate by humanizing work, individualizing organizations and changing the structural and managerial systems. It takes into consideration the socio-psychological needs of employees. It seeks to create such a culture of work commitment in the organizations which will ensure higher productivity and greater job satisfaction of the employees. Quality of Work Life or (QWL) is a prescriptive concept; it attempts to design work environments so as to maximize concern for human welfare. It is a goal, as well as a process. The goal is the creation of more involving, satisfying and effective jobs and work environment for people at all levels of the organization. As a process, QWL involves efforts to realize this goal through active participation. The whole essence of QWL may be stated thus; The QWL is cooperative rather than authoritarian: evolutionary and open rather than static and rigid; informal rather than rule-bound; impersonal rather than mechanistic; mutual respect and trust rather than hatred against each other. According to Lloyd Suttle, Quality of Work Life is the degree to which members of a work organization are able to satisfy important personal needs through their experiences in the organization. It focuses on the problem creating a human working environment where
employees work cooperatively and achieve results collectively. QWL, as it is understood today, includes four essential elements: a. The programme seeks to promote human dignity and growth. b. Employees work collaboratively. c. They determine work changes participatively. d. The programmes assume compatibility of people and organizational goals. QWL, in short, refers to the level of satisfaction, motivation, involvement and commitment individuals experience with respect to their lives at work.
Scope of QWL
Quality of Working Life is a multi dimensional aspect. The workers expect the following needs to be fulfilled by organizations:
1. Compensation. The reward for work should be above a minimum standard for life
and should also be equitable. There should be a just an equitable balance between the effort and the reward.
2. Health and Safety. The working environment should be free from all hazards
detrimental to the health and safety of the employees. The main elements of a good physical environment for work should be reasonable hours of work, cleanliness, pollution free atmosphere, risk free work etc,.
3. Job Security. The organization should offer security of employment. Employees
should not have to work under a constant concern for their future stability of work and income.
4. Job Design. The design of jobs should be such which is capable of meeting the needs
of the organization for production and the individual for satisfying and interesting work. Quality of Work Life can be improved if the job allows sufficient autonomy and control, provides timely feed back on performance and uses a wide range of skills.
5. Social Integration. The workers should be able to feel a sense of identity with the
organization of discrimination and individualism, whilst encouraging teams and social groups to form.
6. Social Relevance of Work. Work should not only be a source of material and
psychological satisfaction, but also a means of social welfare. An organization that has greater concern for social causes can improve the QWL.
7. Scope for Better Career Opportunities. The management should provide facilities to
the employees for improving their skills both academic and otherwise. The management should always think of utilizing human resources or expansion and development of the organizations.
employees may want to participate in the profits of the firm as well. Employees must be paid their due share in the progress and prosperity of the firm.
b. Benefits: Workers throughout the globe have raised their expectations over the years
and now feel entitled to benefits that were once considered a part of the bargaining process. Apart form safe and healthy working conditions; they would love to have benefits of all kinds form the employer(s).
c. Job Security: Employees want stability of employment. They do not like to be
victims of whimsical personnel policies and stay at the mercy of employers. The workplace should offer security of employment and the question of layoffs is opposed tooth and nail by all categories of employees these days.
d. Alternative Work Schedule: Employees demand more freedom at the workplace,
especially in scheduling their work. Among the alternative work schedules capable of enhancing the quality of work life for some employees are:
i. Flexitime: A system of flexible working hours. ii. Staggered hours: Here groups of employees begin and end work at
different intervals.
iii. Compressed workweek: It involves more hours of work per day for
providing that person with exciting, interesting, stimulating or challenging work. Such work, in turn, gives a person a chance to satisfy higher level needs and is therefore a motivational influence.
v. Autonomous work groups (AWGs): Here a group of workers will be
given some control of decision-making on production methods, distribution of tasks, recruitment of team members, selection of team leaders, work schedules and so on. Here the work groups are given responsibility for a task area without day-to-day supervision and with authority to influence and control both group members and their
behavior. In Volvos automobile plant in Kamar, Sweden, autonomous teams of 20 workers were created to put together entire units of cars, such as electrical system or the engine. The cars moved about the plant on a separate computer-controlled carrier. Each worker was asked to carry out a series of tasks over several minutes, rather than a single task lasting a few seconds. In addition, workers on a team were taught several jobs to build in variety and to permit them cover for sick or vacationing teammates. The results were stunning. Volvo was able to reduce the number of defects by over 40%, and the labor hours that go into making a car per day 40% while increasing inventory turnover form 9 times per year to 22 (Steve Lohr). Seeing the results, a number of companies in other countries have followed suit, with equally impressive results. AWGs generally elect an internal leader who also serves as a full time member. Management may appoint an external leader to coordinate the work and to play the role of a facilitator. He basically assists the group in receiving the feedback on the quality and quality of their performance form the perspective of internal and external customers as well as makes any structural changes in the work design. He is also responsible for helping the group acquire needed resources and technical help.
e. Occupational stress: Occupational mental-health programmes dealing with stress are
beginning to emerge as a new and important aspect of QWL programmes in recent years. Obviously, an individual suffering from an uncomfortable amount of jobrelated stress cannot enjoy a high quality of work life. To this end, the Human Resource Managers have to look into the working conditions, nature of work, workers abilities, etc. There must be a conscious attempt to put employees on jobs that are best suited to their talents. All avenues must be kept open so that employees not only use their talents in the service of organizational goals, but also use such contributions for their career advancement. In other words, to reduce job-related stress, the organization must ensure the best fit between employee capabilities and organizational requirements and thereby ensure continued development of people at all levels.
organizational issues affecting their lives. Naturally, they demand far more participation in the decision-making process at the workplace. They want more democratic employer-employee relationships. Human Resource Managers, therefore, must be sensitive to the internal sounds and sights of the corporate citizens who are voluntary members of the organization and provide for a less autocratic and more participative style of leadership.
g. Social integration: According to Prof. Walton, the work environment should provide
opportunities for preserving an employees personal identity and self-esteem through freedom from prejudice, a sense of community, interpersonal openness and the absence of satisfaction in the organization. There should be equal treatment in the workplace.
h. Work and total life space: A persons work should not overbalance his life. Ideally
speaking, work schedules, career demands and other job requirements should not eat too much into a persons leisure time and family life.
QWL Councils
The QWL council consists of a steering committee and other departmental committees. The main purpose of creating QWL councils is to improve the QWL of people working at various levels in the organization by redesigning organizational work and systems along the lines suggested above. Principles of QWL According to N. Q. Herrick and M. Maccoby there are four basic principles, which will humanize work and improve the QWL:
1. The Principle of Security. Quality of Work Life cannot be improved until employees
are relieved of the anxiety, fear and loss of future employment. The working conditions must be safe and fear of economic want should be eliminated. Job Security and safety against occupational hazards is an essential precondition of humanization of work.
2. The Principle of Equity. There should be a direct and positive relation between effort
and reward. All types of discrimination between people doing similar work and with
same level of performance must be eliminated. Equity also requires sharing the profits of the organization.
3. The Principle of Individualism. Employees differ in terms of their attitudes, skills,
potential etc. Therefore, every individual should be provided the opportunities for development of his personality and potential. Humanization of work requires that employees are able to decide their own pace of activities and design of work operations.
4. The Principle of Democracy. This means greater authority and responsibility to
The WRQoL Stress at Work sub-scale (SAW) reflects the extent to which an individual perceives they have excessive pressures, and feel stressed at work. The WRQoL SAW factor is assessed through items dealing with demand and perception of stress and actual demand overload. Whilst it is possible to be pressured at work and not be stressed at work, in general, high stress is associated with high pressure. The Control at Work (CAW) subscale of the WRQoL scale addresses how much employees feel they can control their work through the freedom to express their opinions and being involved in decisions at work. Perceived control at work as measured by the WorkRelated Quality of Life scale (WRQoL) is recognized as a central concept in the understanding of relationships between stressful experiences, behavior and health. Control at work, within the theoretical model underpinning the WRQoL, is influenced by issues of communication at work, decision making and decision control. The WRQoL Home-Work Interface scale (HWI) measures the extent to which an employer is perceived to support the family and home life of employees. This factor explores the interrelationship between home and work life domains. Issues that appear to influence employee HWI include adequate facilities at work, flexible working hours and the understanding of managers. The Working Conditions scale of the WRQoL assesses the extent to which the employee is satisfied with the fundamental resources, working conditions and security necessary to do their job effectively. Physical working conditions influence employee health and safety and thus employee Quality of Working Life. This scale also taps into satisfaction with the resources provided to help people do their jobs. Apart from there are few general concepts are there to measure quality of work life. They are listed below. Turnover data Morale surveys Number of grievances handled Absenteeism data Performance criteria Personal interviews carried out from time to time
Models and components of Quality of Working Life Various authors and researchers have proposed models of Quality of Working Life which include a wide range of factors. Selected models are reviewed below. Hackman and Oldham (1976) drew attention to what they described as psychological growth needs as relevant to the consideration of Quality of Working Life. Several such needs were identified:
They suggested that such needs have to be addressed if employees are to experience high Quality of Working Life. In contrast to such theory based models, Taylor (1979) more pragmatically identified the essential components of Quality of Working Life as basic extrinsic job factors of wages, hours and working conditions, and the intrinsic job notions of the nature of the work itself. He suggested that a number of other aspects could be added, including:
Individual power Employee participation in the management Fairness and equity Social support Use of ones present skills Self development A meaningful future at work Social relevance of the work or product Effect on extra work activities
Taylor suggested that relevant Quality of Working Life concepts may vary according to organization and employee group. Warr and colleagues (1979), in an investigation of Quality of Working Life, considered a range of apparently relevant factors, including:
Work involvement Intrinsic job motivation Higher order need strength Perceived intrinsic job characteristics Job satisfaction Life satisfaction Happiness Self-rated anxiety
They discussed a range of correlations derived from their work, such as those between work involvement and job satisfaction, intrinsic job motivation and job satisfaction, and perceived intrinsic job characteristics and job satisfaction. In particular, Warr-et-al found evidence for a moderate association between total job satisfaction and total life satisfaction and happiness, with a less strong, but significant association with self-rated anxiety. Thus, whilst some authors have emphasized the workplace aspects in Quality of Working Life, others have identified the relevance of personality factors, psychological well being, and broader concepts of happiness and life satisfaction. Factors more obviously and directly affecting work has, however, served as the main focus of attention, as researchers have tried to tease out the important influences on Quality of Working Life in the workplace. Mirvis and Lawler (1984) suggested that Quality of Working Life was associated with satisfaction with wages, hours and working conditions, describing the basic elements of a good quality of work life as:
Baba and Jamal (1991) listed what they described as typical indicators of Quality of Working Life, including:
Job satisfaction Job involvement Work role ambiguity Work role conflict Work role overload Job stress Organizational commitment Turn-over intentions
Baba and Jamal also explored routinization of job content, suggesting that this facet should be investigated as part of the concept of Quality of Working Life. Some have argued that Quality of Working Life might vary between groups of workers. For example, Ellis and Pompli (2002) identified a number of factors contributing to job dissatisfaction and Quality of Working Life in nurses, including:
Poor working environments Resident aggression Workload, inability to deliver quality of care preferred Balance of work and family Shift work Lack of involvement in decision making Professional isolation Lack of recognition Poor relationships with supervisor/peers
Sirgy et al. (2001) suggested that the key factors in Quality of Working Life are:
need satisfaction based on job requirements need satisfaction based on work environment need satisfaction based on supervisory behavior need satisfaction based on ancillary programmes Organizational commitment.
They defined Quality of Working Life as satisfaction of these key needs through resources, activities, and outcomes stemming from participation in the workplace. Needs as defined by the psychologist, Abraham Maslow, were seen as relevant in underpinning this model, covering health & safety, economic and family, social, esteem, actualization, knowledge and aesthetics, although the relevance of non-work aspects is play down as attention is focused on quality of work life rather than the broader concept of quality of life. These attempts at defining Quality of Working Life have included theoretical approaches, lists of identified factors, co-relational analyses, with opinions varying as to whether such definitions and explanations can be both global, or need to be specific to each work setting. Bearfield, (2003) used 16 questions to examine Quality of Working Life, and distinguished between causes of dissatisfaction in professionals, intermediate clerical, sales and service workers, indicating that different concerns might have to be addressed for different groups. The distinction made between job satisfaction and dissatisfaction in Quality of Working Life reflects the influence of job satisfaction theories. Herzberg at al., (1959) used Hygiene factors and Motivator factors to distinguish between the separate causes of job satisfaction and job dissatisfaction. It has been suggested that Motivator factors are intrinsic to the job, that is; job content, the work itself, responsibility and advancement. The Hygiene factors or dissatisfaction-avoidance factors include aspects of the job environment such as interpersonal relationships, salary, working conditions and security. Of these latter, the most common cause of job dissatisfaction can be company policy and administration, whilst achievement can be the greatest source of extreme satisfaction.
An individuals experience of satisfaction or dissatisfaction can be substantially rooted in their perception, rather than simply reflecting their real world. Further, an individuals perception can be affected by relative comparison am I paid as much as that person - and comparisons of internalized ideals, aspirations, and expectations, for example, with the individuals current state (Lawler and Porter, 1966). In summary, where it has been considered, authors differ in their views on the core constituents of Quality of Working Life (e.g. Sirgy, Efraty, Siegel & Lee, 2001and Warr, Cook & Wall, 1979). It has generally been agreed however that Quality of Working Life is conceptually similar to well-being of employees but differs from job satisfaction which solely represents the workplace domain (Lawler, 1982). Quality of Working Life is not a unitary concept, but has been seen as incorporating a hierarchy of perspectives that not only include work-based factors such as job satisfaction, satisfaction with pay and relationships with work colleagues, but also factors that broadly reflect life satisfaction and general feelings of well-being (Danna & Griffin, 1999). More recently, work-related stress and the relationship between work and non-work life domains (Loscocco & Roschelle, 1991) have also been identified as factors that should conceptually be included in Quality of Working Life.
Managerial Attitude: QWL demands democratization at in the work place. Managers must be willing to share their decision making powers with employees. They must allow employees to speak up and participate actively in organizational matters. However, this is easier said than done. Managers may consider the whole affair as a threat to their existence. They may be reluctant to give a part of the decision making power which traditionally belongs to them.
Unions Attitude: Unions may have a genuine feeling that QWL programmes speed up work performance and achieve productively improvements without offering adequate returns to workers. QWL may be another ingenious device to extract more work from workers. It may be a productivity ploy. To allay, such fears, management
need to sell the QWL programme, explaining the purposes, and the benefits that are likely to accrue to employees in the ling run.
Cost Considerations: The capital costs and the day-to-day operational expenses of QWL programmes seem to be quite phenomenal beyond the reach of an organization. Moreover, there is no guarantee that the programme will yield positive results (the results from General Motors and Volvo were mixed). As a justification in may, however, be added that the programme needs to be implemented cautiously, keeping a close watch on the budget.
employees. Alternative work schedules for the employees can be flexi-time, staggered hours, compressed work week etc. Flexi-time is a system of flexible working hours, staggered hours schedule means that different groups of employees begin and end work at different intervals. Compressed work week involves longer hours of work per day for fewer days per week.
2. Job Redesign. Job redesigning or job enrichment improves the quality of the jobs. It
attempts to provide a person with exciting, interesting, stimulating and challenging work. It helps to satisfy the higher level needs of the employees.
3. Opportunity for Development. Career development is very important for ambitious
and achievement oriented employees. If the employees are provided with opportunities for their advancement and growth, the will be highly motivated and their commitment to the organization will increase.
4. Effective leadership and Supervisory behavior. For effective leadership and
5. Autonomous Work Groups. Autonomous Work Groups are also called self managed
work teams. In such groups the employees are given freedom of decision making. They are themselves responsible for planning, organizing, and controlling the activities of their groups. The groups are also responsible for their success of failure.
6. Career Development. Provision for career planning, communicating and counseling
the employees about the career opportunities, career path, education and development and for second careers should be made.
7. Employees Participation in Management. People in the organization should be
allowed to participate in the management decisions affecting their lives. Quality Circles, Management by Objectives, Suggestion System and other forms of employees participation in management help to improve the QWL.
8. Job Security. Employees want stability of employment. Adequate job security
in disciplinary actions, grievance procedures, promotions, transfers, work assignments etc. Particularly and biasness at any stage can discourage the workers and affect the QWL. There few aspect to be strengthened. The following things need to be strengthened:
1. Employment conditions (safety, health, physical environment) 2. Equitable rewards (pay, incentives, benefits, services)
3. Job security 4. Enhancing the self esteem of people 5. Participative climate and team spirit 6. Training to employees, managers and supervisors so that they share the vision, values and culture of the organization 7. Autonomy to draw resources and deliver results 8. Recognition for work done, followed by rewards so as to encourage commitment and belongingness 9. Congenial worker supervisor relations; offering proper feedback on results achieved 10. Job redesign and job enrichment
11. Open and transparent management style 12. An atmosphere of trust and open communication To be successful, QWL programmes must be planned thoroughly. The aspirations and attitudes of workers must be examined closely before launching any program. The work must be studied carefully and a congenial work atmosphere must be provided where the work itself provokes interest and workers genuinely desire to progress on their own. Above all, supervisors and line managers must be adequately trained to interact with employees in a friendly and democratic manner.
HR Activity
Job Analysis Selection Job enrichment Job evaluation