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Section: A
Research Project-II
Research Thesis
Page1
Dedication
We would like to dedicate our report to our parents who provided us stand and gave us
support and helped us a lot in reaching where we are standing now. Then we would
also like to dedicate this report to all our friends and to our dignified supervisor and
adviser Prof. Abdul Rauf.
This research "Job Design with respect to Employee Motivation and Job Performance"
was carried out to identify factors which play important role in job design so that it
could best motivate the employees and in return they give best performance. This
research thesis, which drew knowledge from many disciplines (e.g., psychology,
engineering, human factors, physiology), demonstrate effect of job design on
employee motivation in the banking sector of Pakistan in order to enhance their
performance at workplace. This mixed method study used both quantitative (survey)
and qualitative data (job descriptions and other documents) for analysis and
interpretation, which provide information not only about existing designs but in the
end a model job design is presented for bankers to improve both their efficiency and
effectiveness. We had collected data from Habib Bank Limited, United Bank Limited
and Saudi-Pak commercial Bank (Silk Bank). We had drawn a sample unit of 50
respondents from each bank making a collective sample of 150 respondents. It was
concluded that different job designs deeply influence the performance of an employee
as it guides the behavior of an individual. So in order to be competitive in the global
era employees’ job must be designed in all round manner.
Research Thesis.......................................................................................................1
Dedication................................................................................................ ...................2
Acknowledgements.....................................................................................................3
All praise to the gracious, the greatest Almighty Allah who blessed us with the
courage and made our efforts fruitful for the completion of this research to a
happy end. Without Allah’s assistance, a project like this would never come to
fruition...................................................................................................................... 3
It gives us immense pleasure to express deepest gratitude to our dignified teacher
Prof. Abdul Rauf and Prof. Seema Arif for their advice and encouragement. Their
masterly expression, stimulating criticism and able guidance compelled us to think
freely and write independently throughout our research thesis. Their special
benignity towards us was really memorable. ..........................................................3
We wish to dedicate this research report to all the Greatest Minds that have made
a huge difference in this world, and have made this world a better place...............3
Abstract............................................................................................................... ........4
1. Chapter..................................................................................... ..............................8
INTRODUCTION...........................................................................................................8
1.1 Introduction............................................................................................... .........8
1.2 Operational Definitions....................................................................................12
1.2.1 Job..................................................................................................... ......12
2. Chapter................................................................................... ..............................13
LITERATURE REVIEW............................................................................................ ......13
2.1 Literature Review ............................................................................................13
2.2 Job Design Approaches.................................................................................. ...21
Job enrichment (JE) .........................................................................................21
INTRODUCTION
1.1 Introduction
Organization is the strength of any business. The more organized and efficient the
different components in the business are, the better it functions and produces.
Breaking down tasks associated with each component in the system has led to the
concept of job design. Job design came about with rapid technological advancements
at the turn of the 20th century when mass production and assembly line operations
emerged. As jobs continue to become more sophisticated and specialized, the need
for an educated and motivated workforce has become indispensable.
The nature of work and its organization has interested managers, economists and
social scientists for as long as people have been employed by others to engage in
productive activity. Managers have largely been interested in maximizing output from
available resources. Economists and social scientists have raised questions about the
organization of work in relation to issues of the individual and society in general.
Workers today are motivated by many different intentions. Some of these causes are
considered as a needed entity or as a desired. Many organizations all over the globe
throughout the past hundred years have focused on theories that motivate the workers
to be the best they can be. Many of the theories of motivation have proven to be true.
In this day of age most workers are well educated to a very high standard and for that
they demand a reasonable salary and good working conditions. Motivation has
conventionally been assumed to be an individual phenomenon. Each individual is
unique in which each individual have different needs, potential, values, strengthening
Job Design w.r.t Employee Motivation and Job Performance
(Pakistan’s Banking Industry) Page 8
history, attitudes and goals. The most important aspect that most workers are
concerned about is their wants and desires. "It is important to identify employees'
wants and desires which includes:
1) Praise and recognition-often employees feel that they get noticed only for
the things they do wrong, not for the things they do right;
2) Job security;
3) Opportunity to advance and gain new experiences;
4) Communication-to know where they stand in the eyes of their employers and
what is done right or wrong;
5) To feel involved in the company-to take part in making decisions.
Job design and work organization is the specification of the contents, method and
relationships of jobs to satisfy technological and organizational requirements as well
as the personal needs of jobholders. The main purpose of job design (or re-design) is
to increase both employee motivation and productivity (Rush, 1971). Increased
productivity can manifest itself in various forms. For example, the focus can be that
of improving quality and quantity of goods and services, reduce operation costs,
and/or reduce turnover and training costs.
Managers have the responsibility of designing jobs. If they ignore this responsibility,
employees will design their own jobs. Not surprisingly, the jobs designed by employees
In designing the work group activity one of the basic principles is that of 'minimum
critical specification' of the tasks and the 'minimum critical specification of tasks to
jobs. Specification of objectives remains essential but the means for obtaining them in
many instances can be decided by the task performer.
In designing the work system it will often be the case that some overriding factor
limits the application of all these principles. Nevertheless they can form the basis for
questioning the assumptions being made in the design process and lead to discussion
about the possible consequences of ignoring them.
Criteria applied when making decisions about jobs and work organization were
criticized by Louis Davis, in the 1950's, for more or less ignoring the social and
psychological needs of job holders. Whilst there is now a much greater awareness of
these aspects, those responsible for designing systems often are forced to operate
within narrow parameters.
The challenge facing managers now and in the future is that of employing the new
technology with all its opportunities in ways which not only meet the organization's
needs but also the expectations and aspirations of employees.
In order to achieve this more effectively there is the need to further develop these
approaches to job and work organization design which facilitates these broader
criteria being incorporated into the design process as well as the tools with which to
achieve the task.
In this study we intend to explore which features of job design are motivating for
employees working in banking sector in Pakistan so that they can perform at their
best.
1.2.1 Job
A job is a regular activity performed in exchange for payment, especially as one's
occupation. A person usually begins a job by becoming an employee, volunteering, or
starting a business. The duration of a job may range from an hour (in the case of odd
jobs) to a lifetime (in the case of some judges). If a person is trained for a certain
type of job, they may have a profession. The series of jobs a person holds in their life
is their career.
1.2.3 Motivation
Motivation is goal directed behavior. Factors, which energize, direct and sustain
employee behavior.
LITERATURE REVIEW
A Literature Review has been done to know about the various aspects of job design in
order to identify those motivation factors that effect job performance.
According to Rush, 1971 the main purpose of job design (or re-design) is to increase
both employee motivation and productivity. Job design can have a significant effect on
motivation. ). Increased productivity can manifest itself in various forms. For
example, the focus can be that of improving quality and quantity of goods and
services, reduce operation costs, and/or reduce turnover and training costs.
There is an established body of knowledge supporting the idea that certain jobs and
goal setting can enhance performance. This research focuses on motivating
performance through job design. It is experienced that well designed jobs can have a
positive impact on both employee satisfaction and the quality of performance. In the
present paper, it is proposed that a well-defined job would enhance motivation,
Initially, the field of organizational behavior paid attention only to job enrichment (JE)
approaches to job design. Now, job design has taken a broader perspective, with
various dimensions such as job enrichment (JE), job engineering (JEng), quality of
work life (QWL), sociotechnical designs, the social information processing approach
(SIPA) and the job characteristics approach to job design. The proposed model
recognizes certain job characteristics that contribute to certain psychological states,
and that the strength of the employee's need for growth has an important moderating
effect.
The aim of this research is to identify the key issues of job design research and
practice, particularly in relation to higher-level jobs. To provide the context for the
account that follows, we first take a backward glance at job design. We then briefly
describe the approaches to job design with emphasis on the job characteristics
approach to job design in detail, followed by a literature review of the job
characteristics approach. Later we present the proposed model of job design, and its
future implications or outcomes.
More attention is being paid to job design for three major reasons:
Herzberg (1966) made a critical distinction between these factors in that a person
does not move in a continuum from being dissatisfied to becoming satisfied or vice
versa. Rush (1971, p. 7) tries to explain Herzberg's point by stating that, "the opposite
of satisfaction is not dissatisfaction, but no satisfaction; and that the opposite of
dissatisfaction is not satisfaction but no dissatisfaction". In a practical sense, this
means that dissatisfying factors help support and maintain the structure of the job,
while the satisfying factors help the employee reach self-actualization and can
increase motivation to continue to do the job.
According to the Two Factor Theory of Frederick Herzberg (1959) people are
influenced by two factors. Satisfaction and psychological growth are a result factor of
motivation factors. Managers have the opportunity to influence the motivation of
employees through design of their jobs. Well-designed jobs help accomplish two
important goals: getting the necessary work done in a timely and competent manner,
and motivating and challenging employees. Both the business and the employee
benefit from successful job design. Poorly designed jobs leave to chance whether the
expected tasks will get done in a timely and competent manner. Poorly designed jobs,
moreover, are likely to be discouraging, boring and frustrating to employees. Even if
employees would otherwise be enthused, competent and productive, poorly designed
jobs almost certainly lead to employee disappointment.
Job design serves to improve performance and motivation. Job-design analysis starts
by looking at a job with a broad perspective and swiftly moves toward identifying the
specific activities required to do the job. This is done for the purpose of identifying
and correcting any deficiencies that affect performance and motivation.
Job design and its approaches are usually considered to have begun with scientific
management in the year 1900. Pioneering scientific managers such as Taylor (1947),
Gilbreth (1911), and Gilbreth and Gilbreth (1917) systematically examined jobs with
various techniques. They suggested that task design might be the most prominent
element in scientific management.
With respect to the design of individual jobs, the first major theory was that of
Herzberg and his colleagues (Herzberg et al. 1959). Their two-factor theory
distinguished between two types of factors, namely motivators, which are intrinsic to
the work itself (e.g. achievement, recognition, and responsibility), and hygiene
factors, which are extrinsic to the work (e.g. work conditions, pay, and supervision).
The proposition was that the hygiene factors are absolutely necessary to maintain the
human resources of an organization. According to Hertzberg's theory, only a
challenging job has the opportunity for achievement, recognition, advancement and
growth that will motivate personnel.
Hackman and Oldham's (1976) job characteristics model (JCM) superseded the two-
factor theory. This identifies five core job characteristics, namely:
1. Skill variety
2. Task identity
3. Task significance
4. Autonomy
5. Feedback
1. Experienced meaningfulness
2. Experienced responsibility
3. Knowledge of results
In turn, the critical psychological states are accountable for increased work
satisfaction, internal work motivation, performance and reduced absence and
employee turnover. The model assumes that autonomy and feedback are more
important than the work characteristics, and that individuals with higher growth need
strength (i.e. desire for challenges and personal development) will respond more
positively to enriched jobs than others. To this end, an extension to job design has
been proposed that would help organizations and employees to survive in the
turbulent marketplace.
There was substantial interest from researchers and practitioners in job design during
the 1900s. Hackman et al. (1975) conducted a study and claimed that people on
enriched jobs are definitely more motivated and satisfied by their jobs. Another study
conducted by Griffin (1989) on 1,000 tellers from 38 banks of a large holding company
found from the job design intervention that employees perceive meaningful changes
and tend to recognize those changes over time. In addition to this, a meta-analysis of
the job characteristics model (Fried and Ferris, 1987) found general support for the
model and for its effects on motivation and satisfaction and performance outcome.
Adler (1991) found that systems in which employees reported higher perceptions of
skill variety, task significance, autonomy, and feedback reported higher levels of
satisfaction and internal work motivation. Champoux (1991) theorized the
relationships that growth need strength moderates between the core job
characteristics and the critical psychological states and affective responses. Moreover,
Dodd and Ganster (1996) examined the interactive relationship between feedback,
Different variables of job design, employee motivation and job performance are
discussed below:
• Job content: the activities required of the job or the task to be done on the
job
• Job Context: the environment within which the job is performed .Working
relationships with other employees
Job Design w.r.t Employee Motivation and Job Performance
(Pakistan’s Banking Industry) Page 18
• Job rotation: Job design technique in which employees are moved between two
or more jobs in a planned manner. The objective is to expose the employees to
different experiences and wider variety of skills to enhance job satisfaction and
to cross-train them.
• Job enlargement: Job Enlargement is the horizontal expansion of a job. It
involves the addition of tasks at the same level of skill and responsibility. It is
done to keep workers from getting bored. It is different than job enrichment
(see sidebar).
• Job enrichment: Job Enrichment is the addition to a job of tasks that increase
the amount of employee control or responsibility. It is a vertical expansion of
the job as opposed to the horizontal expansion of a job, which is called job
enlargement.
Too often, jobs are developed haphazardly; they become arbitrary groupings of
activities that our machines cannot do. Little consideration is given to the mental and
physical capabilities, limitations, and needs of the workers who must perform them.
Because of the academic discipline bases of the various job-design approaches, each
approach tends to be owned by a different staff specialty or profession within an
organization.
The technique entails enriching the job, which refers to the inclusion of greater
variety of work content, requiring a higher level of knowledge and skill, giving workers
autonomy and responsibility in terms of planning, directing, and controlling their own
performance, and providing the opportunity for personal growth and meaningful work
experience.
The scientific management approach evolved into what is now generally called job
engineering. It is closely associated with cybernation and sophisticated computer
applications, computer assisted design (CAD), and human-machine interactions. In
fact, it has been the dominant aspect of job design analysis.
The overriding purpose of quality of work life is to change the climate at work so that
the human-technological-organizational interface leads to a better quality of work
life.
The social information processing approach to job design suggests that individual
needs, task perceptions, and reactions are socially constructed realities. The process
includes choice, revocability, publicness, explicitness, social norms and expectations,
and external priming, which combine with social information (from others and the
organizational environment) and influence the jobholders' perceptions, attitudes and
behaviors.
Basically, this model recognized certain job characteristics that contribute to certain
psychological states and that the strength of employees' need for growth has an
important moderating effect. The core job characteristics are summarized below:
• Skill variety: This refers to the extent to which the job requires the employee
to draw from a number of different skills and abilities as well as upon a range
of knowledge.
• Task variety: This refers to whether the job has an identifiable beginning and
end or how complete a module of work the employee performs.
• Task significance: This involves the importance of the task. It involves both
internal significance (i.e. how important the task is to the organization) and
Source: Michael A. Campion & Paul W. Thaye (2001), Job Design: Approaches, Outcomes, and Trade-offs.
http://www.krannert.purdue.edu/faculty/campionm/Job_Design_Approaches.pdf.
There are several ways in which the Hackman-Oldham model can be used to diagnose
the degree of job scope that job possesses. More systematically, Hackman and Oldham
developed a questionnaire, The Job Diagnostic Survey (JDS) (Hackman and Oldham,
1975) to analyze jobs. The questions on this survey yield a quantitative score that can
be used to calculate an overall measure of job enrichment, or what is increasingly
called “job scope”. For this, the motivational potential score (MPS) is calculated. The
formula for this is: Equation 1 Besides this, the JDS also measures some supplementary
job dimensions (feedback from others, dealing with others), experienced psychological
states (meaningfulness of work, responsibility for work, knowledge of results),
affective responses to the job (general satisfaction, internal work motivation, growth
satisfaction), context satisfactions (pay satisfaction, security satisfaction, social
satisfaction, supervisory satisfaction), individual growth need strength (GNS), and
MPS. The MPS scores can range from 1 to 343. The average score is about 125.
An elaborated model of job design has been proposed considering the designing of job
at individual and group level. The proposal has been made on the following grounds.
Various factors influence and constrain the choice of job design. Such factors can be
internal to the organization, such as style of management, technology, organizational
design, workplace spirituality or high performance improvement. Factors can also be
external, such as environmental uncertainty, available technology and labor market.
Thus, considering the external and internal factors, it is important in many ways to
manipulate job characteristics. This can be done, for example, by removing
demarcation barriers by running management development programs (MDPs),
promoting cultural changes or conducting behavior modification programs. For this,
technology and job design need to come together to deliver excellent services. Thus,
As we already know that technology has become the lifeblood of every organization, it
is vital to make the optimum use of available technology. Technologies like e-
commerce and e-business have become buzzwords in every organization and have
affected life in the workplace. With the introduction of e-commerce, transactions and
dealings are being undertaken on the internet, enhancing the job profile of
Another element of job design concerns the emotional demands of work. There can
clearly be positive benefits of emotional displays for organizations. Positive emotional
displays control the exchanges with customers or clients, and hence lead to customer
retention. For this, autonomy would enable the individual to enable to control their
exposure to emotional demands.
Our discussion now moves towards the internal factors of the organization that play a
vital role in motivating the performance of employees. These factors are:
Another aspect that has been discussed is ergonomics, which plays a vital role in
designing jobs and influencing the motivational levels of employees. To sustain the
workforce, it has become important to ensure a hazard-free and safe environment,
and it has been embraced by managers that a safe working environment can result in
greater efficiency and productivity. Jobs must be designed in such a manner that
musculoskeletal disorders do not happen. Tools and equipment must be designed with
the worker in mind and for the job being performed. Mini-breaks or coffee breaks
must be given to employees so that body parts are not over-exerted. Production
quotas, excessive supervision, machine-paced work and other pressures must be
avoided so as to reduce musculoskeletal injuries. For this, work rotation must be
encouraged so as to reduce exposure to ergonomic hazards: performing a variety of
tasks can result in high performance. Apart, from this, the most significant aspect of
designing jobs ergonomically is that there should be complete involvement of workers
and unions regarding how work should be organized and structured.
Knowledge management (KM) is another novel discipline that has emerged as one of
the major dimensions in improving the performance of employees. In the present
scenario of turbulent competition, with the management of human resources, it has
become vital in many aspects to manage the available knowledge for meeting the
organizational goals and demands. Knowledge in the perspective of job design is
human-based: that is, it is brainpower, experience, skills and competence. KM involves
the creation of knowledge and leveraging knowledge in the decision-making process.
KM involves human and social interaction, where the available knowledge is mentally
processed, interpreted, and applied at the workplace. For this, an employee has to be
motivated to unleash their knowledge, abilities and skills for the achievement of
organizational goals. Apart from this, for the purpose of managing knowledge and
motivating employees for high performance, employees need to be psychologically
empowered down the hierarchy so as to perform their job on their own. Free and
informal interactions must be encouraged between managers and employees to share
the available knowledge. With this sharing of knowledge, employees are highly
motivated to perform better in rational decision-making. Today, the emergence of
HRM-TQM has created joint consultative committees (JCCs) where management and
employees form a task committee to share the available information to generate ideas
Another aspect that has been discussed in reference to job design is HPI (Swanson,
1999). This is the systemic and systematic approach to identify barriers that prevent
people from achieving top performance, solving performance problems, and improving
opportunities in the workplace. This process involves five fundamental steps:
Finally, we come to the most important aspect of our design and that is leadership
style and organizational culture. Leaders play a vital role in motivating the
performance of employees. Leaders are the only source of trust in employees that
managers are trustworthy, benevolent and prefer fairness in work processes. Leaders
motivate people to follow a participative design of work in which they are responsible
for controlling and coordinating their work, hence making them responsible for their
performance. But this is feasible only when there is openness and trust between
leaders and employees (Tanner, 1998).
In the context of leadership style, another stream of research has emerged that has
focused on transformational leadership and transactional leadership styles. Although
both forms of leadership are apt for any organization, transformational leadership
style is more suitable as the leader of a particular group pays more attention to the
concerns and needs of individual employees, and creates awareness among employees
to look at old problems in new ways. They motivate and inspire employees towards
the achievement of organizational goals by providing vision and a sense of mission
among employees and also induce intellectual stimulation, which opens vistas for
employees in terms of career development and new ways to make enhance their
performance.
Last comes workplace spirituality (Ashmos and Duchon, 2000), which recognizes that
employees have both a mind and a spirit and seek to find meaning and purpose in their
work, and a desire to connect with other human beings and be part of a community,
hence making their jobs more meaningful and motivating employees to perform at a
high level with a view to personal and social development.
Thus, the proposed model of job design, created with a view towards motivating
employees to higher performance, will definitely help in achieving organizational goals
with full zest and will definitely lead to proactive outcomes or performance.
Outcomes
The use of available resources and available technology along with various training
programs will definitely lead to increased productivity and increased levels of
motivation at individual level, group level, and social level. Also, considering the labor
market on the basis of variable-pay programs and flexible schedules will definitely
lead to heightened motivation and productivity, which in return leads to the creation
of social capital, assisting in meeting the structural, relational, and cognitive demands
of the organization.
When it comes to job design in the Indian context, employers can give a quick
response to their job by enabling employees to use their tact and local language to
solve problems. Besides this, knowledge creation and employee learning and
development among employees will be promoted with the perspective consistent with
the German action theory, of which the basic tenet is that work is action-oriented. It
has also been proposed in the model that designed roles promote mastery, which in
turn helps people learn to cope with the stresses of the job, also leading to higher
intensive motivation, which in turn leads to increased growth needs strength,
providing environmental certainty and centralized decision-making. Thus, implication
of the model is that the job characteristics model can be practically applied with the
desirable performance and satisfaction results. Some well-known companies such as
3M, AT&T, Xerox and Motorola are also among those who have actually implemented
job design changes in accordance with the job characteristics model.
The term bank is being used for a long time yet it has no precise definition. The basic
reason is that the banks perform not just one but many types of functions originally
the banks were supposed to make short term loans to the traders only. The banks now
not only make short term loans to the formers, traders, industrialist etc. But also
invest in a wide variety of long term earning assets.
The commercial banks also undertake and execute trust, deal in stock, shares and
debentures, issue guaranties and indemnities underwrite and sell new securities, and
deal in foreign exchange etc.
There were 19 non Indian foreign banks with the status of small branches office while
there were only 2 Pakistan bank i.e. Habib Bank and Australian Bank.
(HBL)
Company Introduction:
HBL plays a central role in Pakistan's financial and economic development. It has come
a long way from its modest beginnings in Bombay in 1941 when it commenced
operations with a fixed capital of 25,000 rupees.
Company Description:
HABIB BANK LIMITED not only has made investment in industry but also in small-scale
industry but also in small-scale industry as well. HABIB BANK LIMITED has efficient &
less bureaucratic setup.
HBL was the first Muslim Bank in the Subcontinent. Habib Bank is the premier and the
oldest bank in the country. Impressed by its initial performance, Quaid-e-Azam
Mohammed Ali Jinnah asked the Bank to move its operations to Karachi after the
creation of Pakistan. HBL established itself in the Quaid's city in 1943 and became a
symbol of pride and progress for the people of Pakistan.
Operational Structure:
Habib Bank has been a pioneer in providing innovative banking services. These have
included the installation of the first mainframe computer in Pakistan followed by the
first ATM and more recently, internet banking facilities in all our 1425 domestic
branches.
(UBL)
Company Introduction:
UBL was set up in 1959 and is today one of Pakistan's major banks in terms of deposits
and advances with a huge domestic and international network. Its salient features are:
Company Description:
UBL is a Banking Company, which is engaged in Commercial & Retail Banking and
related services domestically and overseas.
UBL was established in 1959 and is one of the major commercial banks of Pakistan.
The Bank is making every effort to meet the up-coming challenges through strategic
planning and making the best use of the resources at its command. A professional
team was appointed in mid 1997 to restructure the bank and to commence rightsizing.
The management is also in the process of rationalizing the branch network and
identifying and recovering its doubtful and classified portfolio. It has planned to
institute major improvements in customer services and internal systems to improve
efficiency. It also intends to launch innovative products. The bank is increasing
resource mobilization through regular deposit campaigns and accelerating the process
of recovery of outstanding advances and non-performing assets.
UBL operates 1375 domestic and a subsidiary viz. United Executors and Trustees
Company Ltd. as on 30.06.2000. It has 20 overseas branches situated in the UK, USA,
UAE, Yemen, Bahrain and Qatar. It also operates one offshore branch in the Export
Processing Zone, Karachi and it has representative offices in Cairo-Egypt and Tehran-
Iran. It also has a joint venture – Oman United Exchange Co., Oman Muscat and a
subsidiary – United Bank A.G. Zurich, Switzerland set up in 1968. It has 21 ATMs with 8
in the UAE, 3 in Bahrain, 1 in Doha, 7 in Islamabad and 2 in Karachi.
• Major Local Market Presence: UBL is one of the largest commercial banks in
Pakistan representing approximately 09% of the deposits of the banking sector.
• A Household Name: UBL's brand name is well established. It has an extensive
domestic network of 1,375 branches reaching virtually every segment of the
Pakistani economy.
• A Full Service Bank: UBL provides its customers a complete range of banking
products and services including retail banking, corporate and institutional
banking, trade finance and consumer finance.
Company Introduction:
Saudi Pak Bank now known as Silk Bank activated its commercial banking in 1992 in
Pakistan. During 1993, two more business divisions i.e. Corporate Banking and Financial
Services were added.
Company Description:
Saudi Pak Bank is the vision of a group of Pakistani professionals with extensive
domestic and international banking and finance experience. Some of the foreign
investors belong to a highly regarded, very sizeable and well diversified business group
of Saudi Arabia.
On July 3rd, 1916 a deal for purchase of land was executed between Graham property
through its attorneys and Messrs Cox & Co. The lease was executed between Indian
Premises Company Ltd & Cox & Co. on April 1st, 1921 for a period of 50 years ending
March 31, 1971. The building construction was completed in March 1922. The building
was built with Jodhpur stone and thickness of the wall is around two feet. The
building is well maintained and keeping in view the history and its design, this building
was brought under the rule of Sindh Heritage Ordinance by Government of Sindh in
1988. Under the Heritage rules, no changes are permitted at the exterior of the
building. This building was purchased by Saudi Pak Commercial Bank Limited in 2002.
The central office of the bank, the regional office South and the main branch Karachi
will be housed in the premises.
The branch network was expanded during the year through addition of eight branches
increasing the network to twenty eight branches. The refurbishment work was
completed in a number of branches to give them Saudi Pak identity and a friendly and
service oriented look. During the year three branches were completely renovated
while another three branches were shifted to new locations.
METHODOLOGY
3.1 Purpose of the Study
The purpose of the study was to identify factors which play important role in job
design so that it could best motivate the employees and in return they give best
performance. The following factors of job design, motivation and performance were
the subject of study:
• Job content
• Job functions
• Working relationships with other employees
• Job rotation
• Job enlargement
• Job enrichment
• Rating scales
• Management by objectives (MBO)
• Peer or team evaluation
3.2 Objectives
This study was an effort to find out the impact of employee motivating factors while
job designing in order to enhance job performance in the banking sector. This study
countered following objectives:
• Technical Feasibility: The job must not be beyond the reasonable limits of the
worker’s skills and mental endurance.
• Economic Feasibility: The worker’s compensation and the cost of concomitant
equipment and appropriate work environment must be reasonable. The job
should foster a positive worker attitude by providing intrinsic rewards.
Job Design w.r.t Employee Motivation and Job Performance
(Pakistan’s Banking Industry) Page 44
3.3 Null Hypothesis
• Ho1: Job design and employee performance has strong relation with each other
• Ho2: Job design and motivation have a relation with each other.
Alternative/Research Hypothesis
3.4.2 Design
We used both qualitative and quantitative methodology in data collection and data
analysis.
3.4.3 Population
The population of our research project was all employees of banking sector in Pakistan
performing their jobs at different designations at middle level. However sample was
taken from the following banks by their branches situated in various areas of Lahore
i.e.
3.3.5 Sampling
The procedure adopted in the present study was convenience sampling.
A. Sources:
There were two sources of data collection:
• Documents
• Surveys
B. Research Tool
The tools we used in our research process were:
Documents
Hierarchy
Job Description
Job Specification
Recruitment form
KPI
TAT
a. Questionnaire
The direct variables of the study were job design, employee motivation and
performance.
Indirect variables were the Job content, Job functions, Working relationships
with other employees, Job rotation, Job enlargement, Job enrichment,
Rating scales, Management by objectives (MBO), Peer or team evaluations,
incentives, interpersonal relations, career development opportunities and
performance appraisal system.
d. Presentation of Data
1. Short time period: The time period for carrying out the research was short as a
result of which many facts have been left unexplored.
2. Lack of resources: Lack of time and other resources as it was not possible to
conduct survey at large level.
3. Small no. of respondents: Only 150 respondents have been chosen which is a
small number, to represent whole of the population
5. Small area for research: The area for study was only three banks located in
Lahore, which is quite a small area to represent job satisfaction level of whole
of the population.
While obtaining different confidential documents from the banks (like their
evaluation and appraisal forms), we gave them information about how their data
will be used, what will be done with their documents and audio recordings, and
secured their consent.
Limits of the Internet: As a great part of our research was conducted through
internet, we were very cautious when exchanging confidential information
electronically. This is because we were aware of the limitations of internet that it
might be possible for others to tap into data that we thought was properly
protected.
Intellectual Property Right: The articles that we used in the literature review
section of our thesis are the ones that have previously been published and that
have been given the copyright by the publisher.
DATA ANALYSIS
Undecided 3 3/150x100 = 2%
Question one is about the satisfaction of employees from the benefits they get. From
the above result we analyze that total 53% of employees are dissatisfied with the
benefits, while only 28% are satisfied which is a very low ratio and 2% have no
decision.
100%
90%
80%
70%
60% 53%
50%
40%
30% 21% 18%
20%
7%
10% 2%
0%
Agree Disagree Undecided Strongly Agree Strongly Disagree
Question two is about the job security. From the above result we analyze that total
39% of the employees are confident about their job security and a minor percentage o
employees disagree with it while some couldn’t come up with a decision.
100%
90%
80%
70%
60%
50% 39%
40% 31%
30% 19%
20% 9%
10% 1%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Question three is about the physical aliments like stress, hypertension, pain etc which
an employee can experience because of routine work. Results show that total 72% of
employees are agreed that their jobs do not create any physical aliment, while total
18% are disagreed and 9% are confused.
100%
90%
80%
64%
70%
60%
50%
40%
30%
14%
20% 9% 9%
4%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Question four is about the clear and effective system for career growth and total 64%
of employees are agreed upon, while total 24% are disagreed and 15% couldn’t decide
it.
100%
90%
80%
70%
60% 48%
50%
40%
30%
13% 15% 14%
20% 11%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Question five is about the work place experience of employees and total 50% of
employees are agreed to recommend their organization as a great work place, but 13%
couldn’t make decision while total 27% are disagreed.
100%
90%
80%
70%
60%
50%
34%
40% 26%
30% 16%
20% 13% 11%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Question six is about the future concerns of the employees. Result shows that total
46% of employees wouldn’t want to continue with the current organization, while
total 30% wants to and 24% are confused.
100%
90%
80%
70%
60%
50%
40% 33%
21% 24%
30%
20% 13%
9%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Question seven is about the barriers that need to be eliminated for maximum
performance and the result shows total 76% of employees are agreed, while total 16%
are not and 7% couldn’t decide it.
100%
90%
80%
70%
60%
44%
50%
40% 32%
30%
20% 9% 7% 7%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Disagree 6 6/150x100 = 4%
Undecided 12 12/150x100 = 8%
Question eight is about reading the mindset of employees and result shows that total
82% of employees think that their performance is contributing to the well being of the
organization, while 9% doesn’t think so and 4% are confused.
100%
90%
80%
70%
60% 47%
50%
35%
40%
30%
20% 8%
4% 5%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Undecided 6 6/150x100 = 4%
Question nine is about the sufficient opportunities for periodic changes in duties.
Results shows that total 61% of employees are disagreed, 35% are agreed and 4%
couldn’t make decision. Periodic changes should be given.
100%
90%
80%
70%
60%
50% 42%
40% 26%
30% 19%
20% 9%
4%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Question ten asks about the control of employees on their assigned tasks. Result shows
that total 77% of employees have no control to modify their tasks and total 17% are
agreed which is quite low, while 8% are doubtful. Management should provide the
employees certain level of control on their handled tasks. Now the employees are
starting to take on more and more challenging projects with confidence. This leaves a
manager to do what they need to do -- manage. It also builds employee self esteem
and confidence. A confident employee is one who is easily motivated.
100%
90%
80%
70% 59%
60%
50%
40%
30% 18%
20% 11%
5% 6%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
11. I can use my own initiative to complete tasks that are not formally required as
a part of my job
Question eleven is asking about the level of involvement from the employees and
result shows that total 63% of employees are disagreed on getting such level of
involvement, while total 20% are agreed and 17% hadn’t decided it yet. So, control on
tasks can boost their level to such a point where employees can use their own
initiatives to complete the tasks.
100%
90%
80%
70%
60%
50% 41%
40%
30% 22%
14% 17%
20% 6%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Question twelve is about the openness of organizations to new ideas. Result shows
that total 66% of employees are disagreed, while 29% are agreed and 12% couldn’t
decide it. Organizations should welcome new ideas and solutions, it can really make
employees confident and motivated.
100%
90%
80%
70%
60%
45%
50%
40%
30% 19%
20% 13% 11% 13%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
13. I think my knowledge, skills and abilities are matching job’s requirement
Question thirteen is KSA analysis o employees and result shows that total 60% of
employees think that their job fits them, while total 32% are disagreed and 7%
couldn’t come up with a decision. Right person at the right position is very necessary
for the maximum performance. Manager can motivate his employees by assigning
them tasks that they are best suited for. Everyone one has a unique set of skills and
talents. These skills and talents are a huge resource for a savvy manager. By
accentuating your employee’s strong points you make them feel good, and they are
motivated because they can accomplish tasks best suited for them.
100%
90%
80%
70%
60% 47%
50%
40% 31%
30%
20% 13%
7% 3%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Undecided 9 9/150x100 = 6%
Question fourteen is about the working hours and result shows that total 64% of
employees don’t feel satisfied, while 30% feel so and 6% couldn’t come up to a
decision. Workload is the main factor of the performance, if employees are
overburdened, they can't increase their productivity. Analyze the team’s strength as
well as individual’s strength before assigning workloads.
100%
90%
80%
70%
60%
50% 38%
40% 26%
30% 23%
20% 6% 7%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Question fifteen is about the flexibility in schedule. Result shows that 67% are
disagreed, means they have a strict cyclic schedule, while 27% have flexibility and 7%
didn’t decide. Strict cyclic schedules can make employees dull, so flexibility and
change in schedule can make them fresh and can enhance their performance.
100%
90%
80%
70%
60%
50% 41%
40% 26%
30%
14% 13%
20% 7%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
100%
90%
80%
70%
60%
50% 39%
40%
30% 21% 19%
20% 12% 9%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
17. I am satisfied with the amount of paid vacation time/sick leave offered
100%
90%
80%
70%
60%
50% 39%
40% 32%
30%
20% 13% 13%
10% 3%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Question eighteen is about the clarity of the job description and total 63% of
employees are agreed, while 31% are disagreed and 5% are confused.
Job Design w.r.t Employee Motivation and Job Performance
(Pakistan’s Banking Industry) Page 67
100%
90%
80%
70%
60%
50% 39%
40%
24% 24%
30%
20% 7%
5%
10%
0%
Agree Disagree U ndecided Strongly Agree Strongly Disagree
Question nineteen asks about the ability of an employee to manage work. Result shows
that total 63% of employees are agreed on the suitable timelines of targets, while
total 23% are disagreed and 13% are confused.
Question twenty is about the roles of employee and result shows that total 53% of
employees are agreed on the variety of roles they play as the responsibilities, while
23% are disagreed and 5% couldn’t come up with a decision.
The challenge facing managers now and in future is that of employing new technology
with all its opportunities in ways which don’t meet the organization’s need but also
the expectations and aspirations of employees.
In order to achieve this more effectively there is the need to further develop these
approaches to job and work organization design which facilitates these broader
criteria being incorporated into the design process as well as the tools with which to
achieve the task.
There are various approaches that allow management to design jobs for employee
motivation, increased productivity and future growth. In order for the job design to be
effective, management needs to look at what aspects of the jobs are important and
better fit the organizational goals. Thus, one of the major purposes of job design is to
be able to discuss what is needed from the job and the employees. It is of current
interest in establishing a link between human resource management (HRM) or high
involvement practices and organizational performance with an increase in intrinsic
motivation.
The implication of the model finally leads to the positive affective state of “flow”
(Csikszentmihalyi, 1990), which is experienced by an individual in certain situations. It
is the total attention and psychic energy devoted to the task in hand, and feelings of
exhilaration, comfort and energy. An individual experiences this state when there is a
Thus, we can conclude that changes in the business environment profoundly affect
organizations and the people working within them. The proposal has been made in the
belief that we will be able to build a systematic, symbiotic, task-induced, and high
performance environment.
Job design is a tool for helping to motivate and challenge employees. Like all other
motivational tools, it fails to provide a magical answer for all employees in all
situations. Nevertheless, inattention to job analysis, job design, job enrichment and
work scheduling means that motivation problems will be created that need not be
created.
There are various approaches that allow management to design jobs for employee
motivation, increased productivity and future growth. In order for the job design to be
effective, management needs to look at what aspects of the jobs are important and
better fit the organizational goals. Thus, one of the major purposes of job design is to
be able to discuss what is needed from the job and the employees. It is of current
interest in establishing a link between human resource management (HRM) or high
involvement practices and organizational performance with an increase in intrinsic
motivation.
In other words, appropriate job design will lead to proactive performance and finally
to learning and developing nations.
• No one likes to work with someone standing over their shoulder. Focus on
outcomes — make it clear what you want and cut people loose to get it done on
their own. Give them a bit space.
• People are happy when they’re progressing towards a goal. Give them the
opportunity to face new and difficult problems and they’ll be more
enthusiastic.
• Give people the opportunity to advance. Let them know that hard work will pay
off.
• Many people are most productive right before a big deadline. They also have a
hard time focusing until that deadline is looming overhead. This can be used as
an advantage by the management by setting up a series of mini-deadlines
building up to an end result.
Job design approaches helped us in identifying specific different variables required for
job design and results from questionnaire provide us with information that what
actually employees need in real time to excel efforts to their best.
Below is the job design process which we would like to suggest to the employers of the
banking sector of Pakistan.
Attention will be given specifically to the psychological needs of workers and how they
may be met. The technical aspects of design in which the normal techniques of
industrial engineering and organization and methods are employed will not be
considered here.
• abilities,
• needs and
The simple questionnaire tool can be used to elicit the views held by the members of
the design team and help in formulating an acceptable model of human behavior.
The particular results shown could be collected from a project group charged with
designing/ redesigning a new/ existing facility in a company. The team could comprise
members of management and supervision. At the design stage no operatives had been
recruited.
The concept of minimum critical specification of jobs to tasks in the design of group
activity should be used. This approach enables the group to make decisions about the
methods and organization of work.
A process defects analysis can assist in this process. In carrying out this analysis the
stages in the process have to be identified initially. Then sources of variances are
listed relating to each stage. The relationships of sources of possible variances to
problems at later stages in the process can be shown in the matrix form.
The main benefit came about through rethinking the allocation of responsibilities and
the steps taken to make the process/ system more responsive, thereby reducing
losses.
In the design process we have now looked at means for deciding the criteria to be
adopted in designing jobs and work organization. We have also seen a method for
identifying key decisions in the operation of the work system.
• work organization,
• working conditions,
• Career opportunities.
The method is illustrated in the Analysis of Job Design and Work Structure proforma. If
the work in this section of this organization is expected to change, then the job design
/ work organization project team would use the analysis proforma.
This would then form the basis of a discussion document for the project team and for
consideration of feasible alternatives.
The design team now has a method for looking at broader aspects of the job beyond
those normally considered in financial appraisals. They are in a better position to
consider the implications on and for employee motivation of the proposed changes as
well as considering other options.
First Step
• Many customer inquiries at HBL involve routine questions and requests. In some
cases, customer service representatives are required to follow up with an
individual customer until a question is answered or an issue is resolved.
• Banks are crowded and noisy, and work is repetitious and stressful for CRO at
HBL, with little time between calls. Also, long periods spent sitting, typing, or
looking at a computer screen may cause eye and muscle strain, backaches,
headaches, and repetitive motion injuries.
Second Step
Skills:
• Detail Oriented
• listening skills
• interpersonal,
Abilities:
• calm,
• active,
• spontaneous,
• Goal oriented.
• Team Player
Needs:
• Appropriate environment
• Challenging work
• Recognition
• Independence
• Job security
• Fairness
• Proper compensation,
• Career growth.
Final Step
Work Organization
Working Conditions
Work Environment
Social Opportunities
• Equal opportunity for CRO and does not discriminate on grounds of gender,
disability, color, age, race or ethnicity, or marital, social, religious or HIV
status;
Career Opportunities
During our research, we used the following sources for collecting information:
Books:
• Lyman Porter;Gregory Bigley and Richard M Steers. (2003). Motivation and work
behavior. (7th Ed.). McGraw-Hill/Irwin.
We are students of University of Central Punjab. The topic of our research thesis is
“Job Design with Respect to Employee Motivation and Job Performance.” The
information provided by you would be highly confidential and would be used only for
academic purpose. Thanking to you in anticipation of a favorable request. Thanks!
Personal Background
1. Age :
2. Gender : Male Female
3. Marital Status : Single Married Divorced
4. Educational Qualification :
5. How many years are you
working in the organization? :
6. Monthly salary (Rs.) : 10,000-15,000 15,000-20,000
20,000-25,000 Above 25,000
7. Number of dependents in
your family : 3 / 4 / 5 and above
8. You live in : Home provided by Bank/Self
Accommodation/Rented/home loan
9. Working hours of Bank :
A = Agree
DA = Disagree
UD = Undecided
SA = Strongly agree
SDA = Strongly Disagree
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
11. I can use my own initiative to complete tasks that are not formally
required as a part of my job.
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
17. I am satisfied with the amount of paid vacation time/sick leave offered.
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA
A DA UD SA SDA