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Internal and external factors that
stimulate desire and energy in people to
be continually interested in and
committed to a job, role, or subject, and
to exert persistent effort in attaining a
goal. Motivation is the energizer of
behaviour and mother of all action. It
results from the interactions among
conscious and unconscious factors such
as the (1) intensity of desire or need, (2)
incentive or reward value of the goal, and
(3) expectation of the individual and of
his or her significant others
m áierarchy of needs
m áerzberg·s two factor theory
m Vroom·s expectancy theory
m Skinner·s reinforcement theory
m McGregor's theory X & Y
@ rmployee empowerment

@ Providing effective reward system

@ Recognition

@ Talent and skill utilization

@ r uitable treatment

@ Job redesign

@ On Job Studies and management development

programs

@ Families get together, excursions, process parties

r
 r


@ . The ability of the employee to speak his
or her mind freely within the organization

@ rXL services has a system of suggestion

boxes where any employee who has any
idea that could benefit the company can
put the suggestion in writing in these
suggestion boxes with there names and
OáR-ID. If the idea is accepted by the
management the employee gets rewarded
appropriately for the same.
m Reward system is about both financial and
non-financial rewards and embraces the
strategies, policies, structures and processes
used to develop and maintain reward systems.
m It help attract, retain and motivate high-
uality people.

m American express has a very effective reward

system where an employee rewards are strictly
on the basis of his performance. Because of
the reward system that exist the organization
has been able to retail there high uality
employee
m Recognition is the most cost-effective motivator

m A sincere thank can be delivered at any place and

at any time, costs absolutely nothing and can be
more motivationally powerful than a substantial
monetary bonus.

m Bank of America uses the least of the rewards

when compared with the other BPO but still is able
to maintain a motivated workforce because of the
recognition techni ues that are used. rvery month
after the appraisal the employee are awarded title
like the ¶GOLD rMPLOYrr·
m rmployee wants to contribute to work areas
outside of his specific job description.

m In V-Customer, a new BPO coming up a

manager pursued a new marketing plan and
logo with the help of external consultants. An
internal sales rep, with seven years of ad
agency and logo development experience,
repeatedly offered to help. áis offer was
ignored and he cited this as one reason why
he uit his job.
m The perception of fairness and e uitable
treatment is important in employee
motivation.

m r uitable treatment helps in the development

of trust among the employee for the
organization they are working with.

m Wipro as an employer has developed such a

system of performance appraisal and
rewarding that is completely transparent and
shouldn·t give undue advantage to anyone.
m Generally all the BPO work on 24*7 basis and
thus the employee even if they want to cannot
go for any further studies

m The above given problem was recognized by

Gr
PACT and thus with the assistance of
professors in IIM Kolkata, started a diploma
course in management for the employee. The
course is carried out on the two non working
days of the employee using VOIP and
conference calls.
@ BPO are taking up various techni ues to
break the monotony of work among the
employee. Family get together, excursions,
process parties are always part of the
program. These activities reduces the stress
on the employee and thus motivate them to
work harder
@ Accenture organizes various excursion for
their employee 6 months. Besides this family
dinner and process parties are organized
fre uently for employee
On organization:
@Maintaining Stability
@Impact on Productivity
@
egative Changes to Reputation
@Planning for Future Trends
@Better industrial relation
Impact on employees
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