Westminster International College

MANAGING HUMAN CAPITAL

Students Name:

OSEI AGYEMANG BADU

Students ID number:

XXXXXXXX

Course:

MASTER OF BUSINESS ADMINISTRATION

Program:

MBA

Module Title:

MANAGING HUMAN CAPITAL

Assignment title:

201402-MBA1-MHC

Assignment type:

INDIVIDUAL

Submission date:

16th April, 2014

Semester:

ONE

Lecturers name:

Dr MEENAKSHI

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Contents
1.0

INTRODUCTION.........................................................................................................................3

2.0

WORK-LIFE BALANCE.............................................................................................................3
Studies............................................................................................................. 4

2.1
3.0

INDUSTRY....................................................................................................................................5

3.1

Information Technology (IT) Industry.......................................................................5

3.2

Information Technology administrators.....................................................................5

3.3

Studies............................................................................................................. 6

3.4

Studies............................................................................................................. 7

3.4.1

Studies............................................................................................................. 8

3.5
3.5.1
4.0

I.T work stress on their personal lives and health bear the brunt............7
End User Stressful and Strangest Things..............................................................8

WORK POSITION........................................................................................................................8

4.1

The Senior Network Administrators.........................................................................8

4.2

The Senior Network Administrators Duties................................................................9

4.2.1
5.0

The administrators technical duties are:.................................................................9

INNOVATIVE WORK FORMS.................................................................................................10

5.1

Cloud Computing.............................................................................................. 10

5.2

Types of Cloud Computing and their Benefits Work-Life Balance..................................11

5.2.1

Software as a Service (SaaS)..........................................................................11

5.2.2

Platform as a Service (PaaS)..........................................................................11

5.2.3

Infrastructure as a Service (IaaS).....................................................................11

5.3

Flexible Work Hours.......................................................................................... 12

5.4

Teleworking.................................................................................................. 12

5.5

Motivating Information Technology Administrators....................................................12

5.5.1
6.0

Extrinsic motivators and intrinsic motivators......................................................13

CONCLUSION............................................................................................................................14

7.0 REFERENCES..................................................................................................................................15

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1.0 INTRODUCTION

Work-life balance in the 21st century is an overwhelmingly analysed specialized topic.

Work-life balance happens to be a great distress to people concerned in top quality of working
associated with life and its regards to broader quality way of life (Guest, 2002). The ability to
balance between working environment's requirements and individual life's necessities is
observed as an important issue among workers globally and academics in higher
educational institutions were not excluded says (Mohd Noor, Stanton & Young, 2009).
Really it is presumed that managing a successful job with family or perhaps personal life is
usually difficult and can make a positive or a negative impact on a persons work life (Broers,
2005). There are arguments that, work -life balance will be successfully by keeping up with work
involving paid and all other exercises that are critical to individuals or family (Dundas, 2008) ,
for example, family, group exercises, voluntary work, self-improvement, recreation and
entertainment. According to senior executives, Work or Life balance is at best elusive ideal and
at worst a complete myth. (Boris & Robin, 2014)

2.0 WORK-LIFE BALANCE

Work-life balance is actual a wide topic and complicated, so there is no accepted one
definition yet. Work-life Balance is about individuals using a way of measuring command about
when, where and how many people work. It can be accomplished as soon as a persons right to
achieve happy lifestyle within and also outside paid work is actually recognised and valued as
the norm, for the communal benefit of the individual, society and the business (Klpping, 2011).
UK's Department of Trade and Industry defines work-life balance as changing working style
irrespective of race, gender or age, so every person will a tempo to aid them deal with work and
some other duties or perhaps desires (Maxwell & McDougall, 2004) .Work-life balance varies
from person to person and career-wise from industry to industry, because everyone has different
work priorities and duties and work environment is different across all industries. To some

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people, especially the women, it means balancing their parental responsibilities for their children
with work, while others need more of an opportunity for themselves for relaxation purposes.

Work Life balance consists of three components (Greenhaus, et al., 2003)

Time balance refers to an equal measure of time given to work and family roles;
Involvement balance refers to equal levels of psychological involvement in both work

and family roles and finally

Satisfaction balance touches on the equal levels of satisfaction in both work and family
roles.

To accomplish a work-life balance the above three components ought to be acknowledged. Study
and strategy directed at work-life balance have kept tabs on the causes, consequences and the
best ways to improve this levels of trend (Osha.europa, n.d.).
2.1 Studies
Work-life balance is not a problem relating to only women, but a challenge of modern
day employees. Adult males are today finding it difficult to balance their work and balance their
personal life. Within 1991 in United Kingdom, Australia and North America there were more
women as compared to men who wanted to work from home. However in 2003 the situation was
reversed, having 14% of men working from home compared with 8% of women (McOrmond,
2004) . Nevertheless work-life balance was known and interpreted as being a worry pertaining to
working mothers, but currently involves all classes of employees (Bird, 2006).
According to a 2009 survey of employers and employees, 86% of workers say work-life balance
and fulfilment are top career priorities, whiles only 12% of employers believe it to be crucial to
hiring and retention, 90% of organizations say their work-life balance programs have improved
employee satisfaction, and nearly three-fourths (74%) say they have improved retention of
workers. (Spherion Staffing LLC, 2009)

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3.0 INDUSTRY

3.1 Information Technology (IT) Industry

The Information Technology industry is one of the industries with high issue of balancing
work and personal life. Lot of studies suggest that stress levels around IT experts are high, due to
long working hours and renounced occasions, project targets, tight deadlines leading to uneven
behaviour in work and individual lives. And now its a major concern for both the employers and
employees, because the issue of work-life balance in the IT industry is increasing because of the
major world issues especially in the developed and developing countries (example Cyber-attacks,
and data exploits). While there is an increasing number of females with children becoming
members of the IT labour force, there are also an increasing number of households which are
getting increasingly nuclear as well as dual-earners. As an outcome, increasingly more working
experts feel the need to help balance their own work along with their own personal life.

3.2 Information Technology administrators

Information Technology (I.T) administrators (Admins) manage an organisations I.T
systems to guarantee they function effectively and efficiently. They are in charge of the system
hardware, network devices and connections of local area network (LAN), wireless area network
(WAN) and the intranet. Generally IT administrators are responsible for Installing of software
and hardware equipment, updating software, implementing security policy and security
procedures, regular running of backups, training staff and systems access establishment. I.T
administrators also run daily checks on the entire system to check if the network is working
properly, and this is done to help find and minimise faults to avoid system failure and data loss.
(Anon., 2011). Administrators manage the organizations servers, desktop and mobile equipment,
by making sure email and data storage networks work properly. In addition admins make sure
employees workstations are working effectively and also continue to stay connected to the
central computer network. Even some administrators manage telecommunication network
devices. (Bureau of Labor Statistics, U.S. Department of Labor, 2014)
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Information Technology administrators have more than one specialization or title. Some
specialize as Network Administrators, Systems Administrators, Database Administrators, Web
administrators, Messaging Administrators, Portal Administrators and other vendors like SAP
Basis Administrators. In the I.T industry it is a liability if a candidate holds one specialization
because the job duties require other experiences, but some jobs only focus on a specialization.

3.3 Studies
Based on GFI Software's second annual I.T Administrator Stress Survey, it showed that
the number of USA I.T Administrators contemplating on living their career as result of stress at
workplace has dropped by 67% as at 2012 to 57% within 2013, showing a new 10% fall.
Looking at the percentages it shows that the stress level is still high, but it shows that some of the
measures that was put in place in 2012 have improved working conditions.
I.T managers also have some workplace stress which is the deficient of I.T employees along with
tight deadlines, having 24% and also 20% from the respondents respectively citing these issue as
a major contributor to their stress levels. (Goldin, 2013)
Per the key finding of GFI Software's second annual I.T Administrator Stress Survey (Cary,
2013) . Discoveries from the research show that 65 % of I.T administrators regard their work as
been filled with stress, as compared to 2012 the margin went down a little reveling 69% of the IT
admins finding their work very stressful. Out of those who were surveyed, one-third of IT
administrator worked extra eight hours of overtime weekly as way to constantly meet their
workload target.
Comparably there is ten hours more of working overtime in a year. Respondents of the survey
revealed that almost two thirds 62% feel more stress or the same level of stress as compared to
other people in their social circle. In 2012 outcomes there was a 10% decrease, when an
astounding 72% mentioned it being the situation. For I.T administrators who work for
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organization with over five hundred staffs, only one out of ten I.T administrator (10%) often
considers changing careers because of the job stress. concerning making a modify
Nonetheless, in 2012 almost 23% (one-quarter) of the surveyed IT administrators routinely
contemplating with regards to changing career, revealing that the environment is much better. I.T
Administrators working for corporation with staff members between ten and fourth nine are
likely to able to give up the present roles because of stress, with 41 % regular allowing for
change. The source stress for IT administrators are grouped into three 29% management, 24%
for insufficient of I.T employees and 20 % for tight deadlines. Where end users are considered
the littlest source of pressure, adding to the tension degree of 12% of I.T administrators.
3.4 Studies
3.4.1 I.T work stress on their personal lives and health bear the
brunt
An area of great concern would be the health issued IT administrator face with regards to
the effect work stress. The problem will still persist among IT administrators, because 2013
statistics show a small advancement. Even though 73% of participants of the survey exposed that
in general their jobs have a negatively disturbed their personal lifestyles, the actual survey
identified many unique impacts: Survey discovered that 21% of I.T administrators work is very
stressful and has some health relate issues red like high blood pressure.
In 2012 the number actually increased a little bit from 20%, showing that one out of every five
respondents 20% pointed out they are physically healthy as an effect of stress, which marked a
notable improvement as of 2012 when 22% noticed that could be the situation. Of all the
respondents 34% answered they shed sleep on account of work, this is an eight good point drop
from 2012. An additional 16% discovered Job stress has caused relational problems. Twenty
percent assume that was the case in 2012.
Almost 29% I.T administrators making one-third have cancelled family and friends obligations
referable to job responsibilities. More or less 36% of the responders missed social gatherings due
to job duties. Another 31% skipped out on moments with their children on account of job
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necessitates. In 2012 the report showed that there was a 39% drop out of the 27 % participants
claiming their job had no effect on their personal lives at all. Yet, in the year 2013, just 16%
could say that.
3.5 Studies
3.5.1

End User Stressful and Strangest Things.

The survey continued to inquire from I.T administrators are some the bizarre issues of their
end users. Replies included in the report of users hurling the computers any time the system
performs inadequately, some forcing Ethernet cables into telephone jack by damaging the plastic
connector, and call administrators that the phone lines are not working, have other instance of
users falling asleep of keyboard. The most typical problems were end users complaining
hardware no longer works, only for I.T administrator to find out that users spilled coffee, tea and
others beverages on keyboards and denying they had not, while others not switching the
computer on or not plugged in (Cary, 2013).

4.0 WORK POSITION

4.1 The Senior Network Administrators
The job as a Senior Network Administrator is not easy, nor do they give themselves to a
rational work-life balance. This is because IT administrators are low on the command hierarchy,
however they are high enough to be held accountable should anything go wrong pertaining to
information technology systems. The administrator is expected to stay behind and have any
problem fixed no matter what it takes. In every IT department they are the defence against
downtime, supposed a server goes down at 2 a.m. or 3 a.m. it is the IT administrators duty to
figure it out and have it running by any means possible. There is no excuse for not knowing the
server went down, why because there are beeper-based alerts which send pings to the
administrators.
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4.2 The Senior Network Administrators Duties

The Current work position as a senior network administrator at Genesis HealthCare
(GHC) headquarters in Kennett Square, PA USA is responsible for the technical design,
examining, implementation, managing projects and support with the GHC entire network and
holds the technical leadership role for other team members. The administrator works closely with
management, internal and external customers to enable the administrator understand their needs,
to develop network solutions, resolve any production and support related issues. (Genesis
HealthCare, 2014)
4.2.1

The Senior Network Administrators technical duties are:

Function as the technical lead for the information systems development teams, to help
design, plan, implement and support new and existing technologies. Assist as subject matter for
networking, wireless, switches and routers. Administrator is in charge of the management of the
overall network infrastructure comprising of a primary datacenter and over 1500 remote sites
that are connected via VPN tunnels. Support timely resolution and closure of incidents and assist
with problems. Help with the implementation and support of WAN routers, Wireless Aps, and
support of Cisco ASA firewall.
Defines systems design and analyses, hardware, configuration, software and associated utilities,
with concentration on Switch, Routers, wireless, telecom integration and design. Administrate,
maintain and support infrastructure components; document operation to guide resolution process
and troubleshoots high-level hardware and software problems. Use WireShark/Omni-Peek
software tool to capture network data for analysis .Help schedule monthly maintenance outages
during off hours on the on call rotation support schedules as required in a 24x7 environment for
customer network problems. Travel to other branches for server support when the need arises.
Areas of design, implementing of network solution, testing and implementation require his
recommendation. Guarantees high accessibility on core switches and routers, wireless

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controllers, firewalls and network monitoring systems such as Solarwinds, CiscoWorks. Cisco
ACS and Cisco NCS Prime.
5.0 INNOVATIVE WORK FORMS
Human Resource in todays very competitive worldwide organisation setting are gradually
attending to their workplace strategies to enable them create a stress free working environment
for workers. And implementing innovative new work forms will change and solve the problem of
work life balance to improve work performance, have sustainable work environments to
support organizational change and prove employee retention. Using this process of collaborating
closely with all parties of the organization, will bring a more effective work place and offer the
value to all stakeholders. (U.S General Services Administration, 2006)
The goal to achieving work-life balance, is by implementing new innovative work methods. This
can not only be accomplished by the human resource managers but with the help of IT managers,
the participation of the executives, employees, managers of other departments, and researchers.
(U.S General Services Administration, 2006). Genesis HealthCare managers can use new
technologies like cloud computing, software as a service (SaaS) and flexible work arrangements
to achieve work-life balance for IT administrator to make their work fun and stress free.
The flexibility allow staff to integrate both their work and family using technology advancement
of today to transform the way we work, play, live and learn Example would be Cloud
Computing: A New way of delivering Technology, Converged Networks: A New Platform
Architecture which is part of the ten Technology Trends Changing the World. (Taylor, 2013)
Flexible work strategies, such as flex-time, job sharing, and telework programs, allow
employees to work how, when, and where they are most productivecontributing significantly
to employee satisfaction and work-life balance. (U.S General Services Administration, 2006, p.
10)
5.1 Cloud Computing
Implementing cloud computing into Genesis HealthCare infrastructure will increase
flexibility, because it will allow the institution to have access to application, software, as well as
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collaboration of communication tools, access to documents and the database anywhere at any
time, even thou it also comes with cost per use (Davidi, 2013) . The benefit of this is that, it will
reduce the stress of IT Administrator from meeting rigorous deadline, because part of the systems
administration will be taken at the cloud service provider. The business gets to achieves fast IT
delivery to match the pace, because IT department will have less time baby seating servers and
have more time focusing on projects ahead (Microsoft, 2014).

5.2 Types of Cloud Computing and their Benefits Work-Life Balance

5.2.1

Software as a Service (SaaS)

SaaS can simply be defined as software deployed as a hosted service and accessed over the
Internet." (Carraro & Chong, 2006). Some of the benefits will be: Reduce time for software
deployments, which IT administrator department can save time. New release (software Upgrade),
the upgrades are done by the service provider, which will save some time for IT admins. SaaS
will not only help with work-life balance, but it will lower cost on Scalability and integration,
because Genesis Healthcare need not acquire another server or software.
5.2.2

Platform as a Service (PaaS)

Platform as a Service (PaaS) has all the benefits of SaaS. PaaS can simply be defined as a
platform permits the creation of web application easily and quickly without the difficulty of
purchasing and also maintaining the software and the underneath infrastructure (Kepes, 2013).
This allows IT Manager and other IT personnel the greatest flexibility to help efficiently deliver
project on time while having time to also manage their unique personal work-life family balance.
5.2.3

Infrastructure as a Service (IaaS)

Is a method of delivering Cloud Computing Infrastructure by renting servers, storage,

network and operating systems - on-demand and paying for what is been used. This service is
another break to reduce pressure for the IT administrators because most of the services are out
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sourced. Implementing IaaS will help the Senior IT administrator to focus more on high-value
actions that align together with and support the business ambitions of the company. (Carraro &
Chong, 2006)
5.3 Flexible Work Hours
This can also enable staff to manage between their own private needs along with their job
obligation to Genesis HealthCare. IT administrators should be permitted to vary their start-up
time between 8. 00am, 9:00am and 10: 00am and close from work between 4. 30pm, 5:30pm and
6: 30pm. Also with the Part-time plan, employees operate less than a typical full-time routine
every week, through working a lesser number of several hours daily or maybe a lesser number of
times every week. Salary as well as benefits are derive from the reduced work schedule. (Talent
Corporation Malaysia Berhad, 2013)

5.4 Teleworking
The Senior Systems Administrator and the other IT Administrators should be given the
required service and tools so they can work from the comfort home. Not only from home, but
work from any location, provided they are connected to Genesis HealthCare intranet. Having
some of the IT administrators work from home and not be on site can reduce the cost, time and
the stress of driving for Administrators and on the part of employer will reduce cost of permanent
office space. (Talent Corporation Malaysia Berhad, 2013). Working from home can happen at
least one day every week on a repeating a basis.
5.5 Motivating Information Technology Administrators
Motivating IT administrators is very essential when it comes to their job duties and the
stress it comes along with. Human Resources manages always have to apply Abraham Maslows
hierarchy of needs and Douglas McGregor, Theory X and Theory Y to create work life balance.
Abraham Maslows book on Motivation and Personality outlined the theory involving human
motivation based upon a hierarchy of needs. Maslow measured motivation as a by-product of
environmental conditions, defined as all those natural, social and physiological aspects that
foster self-actualization (Maslow, 1954, p. 73). Maslow broke down human needs into the
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following categories: physiological, safety, belongingness and love, esteem, and selfactualization (Maslow, 1954, pp. 72-75) .
Theory X. A directive hypothesis that assumes people to be very lazy and will shun work at any
time. Theory X can be a dictatorial model of supervision that will works by using the particular
dangling-the-carrot-stick means of motivation along with control (McGregor, 2005).Theory Y. A
combined theory that presume people are resourceful and luxuriate work. Theory Y is often a
participative type of supervision through which staff are self-directed towards organizational
goals (McGregor, 2005).

5.5.1

Extrinsic motivators and intrinsic motivators

Intrinsic motivators. Inside issues that control behaviour. No one does anything to create
these, although sometimes conditions can be created which allow these motivators to emerge.
These created conditions can include job content characteristics, such as achievement,
recognition, responsibility advancement, the work itself, and the possibility of growth, which
inspire or motivate the individual to be productive in the work setting (Herzberg, 1996).
Extrinsic motivators. Exterior variables that control employee behaviour. Work content
characteristics, for instance salary, working conditions, status, job security, organizational
policies and procedures, high quality regarding technical supervision, and high quality regarding
relationships with some others in the organization (Herzberg, 1996). An example is Microsoft
giving its employee achievement awards in the form of stock award, GM awards, sport award
and service award (Microsoft , 2014). Google invest in their employees happiness because
management knows that a happy worker creates a booming company. Google actually promote
personnels to relax at work by stocking their offices with Video games, toys, foosball table and
even nap stations. (Simoes, 2013)
Motivating IT administrators takes a great deal of effort and planning. Managers must first
understand the role of the administrator and his job function. With IT employees knowing their
work is challenging, demanding and innovative, Human resources managers should provide
them with motivation ,opportunity for growth, education, acknowledgement, and the free will of
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independent action. If these factors are well noted the IT administrators will not struggle to meet
demands and deadlines.
Theory Y describes workers as playing or enjoying workin this case the work/play/fascination
of technology. Understanding should provide sound communication channels between the IT
professional, particularly systems administrators, and upper management. This includes
eliminating the fear of punishment if certain needs have to be addressed such as asking for
training, software, hardware, and even ways to update the existing environment. Given the level
of complexity and the amount of responsibility of most IT professionals, leaders in this industry
realize they can best serve the purposes of the organization through supporting their employees
instead of micromanaging.
Additionally, the IT industry is continually changing. As a result, leaders must be prepared to
supply professionals with the tools, and a trusting approach, needed to adjust quickly to changing
times. Encouraging personal development and growth is paramount in this competitive industry.
Organizations wanting to compete find they must be able to provide professional employees with
more than a mere pay check. By encouraging personal growth through education, training, and
developmental programs, IT leaders can provide extra incentives to foster employment
satisfaction and productivity (Griesser, 1993, p. 24; Katz, 2005, pp. 19-27).

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6.0 CONCLUSION

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7.0 REFERENCES

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