| Content | THE CHANGING ROLES OF THE SECRETARY IN THE ICT ERA: PROBLEMS AND PROSPECTS
On the early days the secretarial profession was limited to typing, writing and transcribing of shorthand only. But today, it is far beyond this, it involved functions as sorting and retrieving of information passing on information and so on with the help of manual electronic equipment. A secretary assistance to an executive, possessing mastery of office skills and ability to assume responsibilities without direct supervision who display initiative, exercises judgment and makes decision within the scope of his/her authority. The secretary also handles more office jobs, makes and takes decision on behalf of his/her organization. But because of the aforementioned about information communication technology, there are controversies about the future of the secretary in information communication technology.
The term information communication technology was first widely employed in 1981 to describe the equipment and system, which were being introduced in both private and public sectors, to create, store and distribute information since, then, the term has abbreviated to (I.C.T.).
The key feature of modern technology is its ability to deal with information in one form or the other. Trend has been towards using ways of interconnecting the various types of equipments so as to integrate their functions and manage them effectively. Underpinning the definition of “ICT†lies on the modern which provides a helpful explanation of the way in which computers process information.
Information communication technology as the broadly based technology needed to support information systems, which many people today refers to as computer equipment, which aids to increase profit margin and enhance planning, and organization by the use of very fast, accurate and flexible devices in the business society. Efficiency in offices many people believe, is a vital factor in the well being of an organization as it can affect productivity.
1.1 STATEMENT OF THE PROBLEMS
The objective is to assess information communication and examine the problems faced to the modern secretary and the prospects the secretary is expected to meet with. The specific objectives are:
- To examine the changing roles of the secretary in the ICT era.
- To access the problem and threats of information communication technology to the secretarial profession.
- To highlight the challenges posed by the emerge of ICT to a secretary.
1.3 RESEARCH QUESTION
1. Who is a secretary in the information communication technology era?
2 What are the positive and negative effect information communication technology has on the roles of a secretary.
3. What are the problems and the prospects of a secretary in the information communication technology era?
4. What threats does information communication technology pose to the secretary in an organization in this era?
5. What effect has information communication technology on the secretarial profession?
1.4 DELIMITATION
This works covers “the changing roles of the secretary in an ICT era and it is restricted to first bank, oceanic bank and intercontinental bank plc.
1.5 LIMITATION OF THE STUDY
In the course of carrying out this work, certain factors served as time, enough capital, inadequate text books, and as a result of other academic activities going on.
1.6 SIGNIFICANCE OF THE STUDY
The significance of the study has risen from the researcher’s realization of the problem facing a secretary in the information communication technology at first bank, oceanic and interconnected bank plc Kaura Namoda branch, Zamfara State the researcher also realized the prospects of a secretary in the information communication technology. This research work will be valuable assets to government policy makers on privatization and contributing to the successful up-lifting of secretaries in information communication technology. | CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND TO THE STUDY
In recent times, there is the observation that males are dropping out of secretarial profession. A critical look at this statement reveals that the secretarial profession is being dominated by females in recent years. The sole aim of every organization is its survival and continuous profitability. As a result of this, employers of labor are making conscious efforts to ensure that organization chavel high caliber of employees who will contribute vigorously to the achievement of the organizational goals and those that are portray good image of the organization. Considering numerous and sensitive nature of secretarial profession, there is need for balanced labor force to save the employers from the problem of whom to employ and whom not to employ. In the past, secretarial profession was perceived to be for females only and that males who engage in it do so as a last resort. Some have impression that secretaries are females who took down notes and correspondence like shorthand and transcribe on the typewriter for male executives or managers. A female manager organize and run small offices for their male employers, they carry out all office jobs ranging from hiring junior staff keeping cash book and arranging for the day- to- day office routines. They are also regarded as a mediator between the channel of communication between their employers and the rest of the staff with constant demand on their ability. Furthermore, they are expected to tactful, loyal, efficient and discrete and maintain confidentiality. They are expected to put in all their energies and enthusiasm to their employer?s interest, protecting him from undesirable demand and interruptions. This assumption about secretaries in the past as ?female who run office for male employers or boss? is not the case these days. Recent analysis has shown that the advancement of Office Technology and Management profession was expanded and this is becoming more complex and challenging the roles of secretaries have increased tremendously to include other functions which are of great importance to any organization these made it possible for male to engage in the profession not as a last resort once more. At least in out of five secretaries two are males.
National Secretarial Association of the United State of America defines a secretary as an executive assistance, posing a good mastery of office skills and ability to assume responsibilities without direct supervision, display initiative exercises judgment and make decision within the scope of his/her authority.
Harding (1988) went further to define a secretary as ?one who provides a full range of management support which calls upon in a variety of skills and abilities that would certainly not be prerequisite office staff generally?. In these definitions, we see that secretary is an important officer in any establishment his works has even become more technical especially the advent of computers and other machines
1.2 STATEMENT OF THE PROBLEM
Today, it is observe that many employers, of labor prefer female secretaries to their male counterparts, reason for this have not been attributed to the non- performance of male secretaries but as a result of the fault that female secretaries are more useful in other areas than official duties. Also, male secretaries are perceived to be more assertive than female secretaries and such formed opinion that they will not be submissive to contributed authorities. The issue of down-turn in male students enrolment in secretarial studies department is reaching an alarming properties as industries employ more female secretaries this among others problems gave rise to this topic generally, the problem include that?.
1. It is not known whether parents no longer afford to support their male children financially once they got close to adulthood.
2. It is today a saying that male are becoming impatient with the unemployment status of the male graduates in the society. This gives us a serious concern.
3. We do not know why employers of labor prefer female secretaries to their male counterparts.
4. Some argue that the pronoun ?she? used to mean every category of secretarial profession is meant for females, the male students might be therefore feeling that there is no future to look forward to in the profession.
1.3 PURPOSE OF THE STUDY
The major purpose of this study is to investigate the factors responsible for down-turn in male student?s enrolment in Office Technology and Management department especially the study seeks to
1. To find out the causes of decline in male student?s enrolment in Office Technology band Management Department.
2. To ascertain the altitude of male towards Office Technology and Management program.
3. To determine if the image of technology and management studies is poor in the society.
4. To identify if male secretarial students graduate do not secure employment easily.
1.4 SIGNIFICANCE OF THE STUDY
The significance of this study cannot be over emphasized, the study can be parameter to check the incessant exist of male student?s enrolment from Office Technology and Management Studies.
1 The studies will re- awake interest of male students? enrolment in the study of Office Technology and Management Studies.
2 The study will proffer solution on how to tackle the imbalance supply of quality secretarial staff for our industrial growth particularly now that secretarial functions are very challenging.
3 Furthermore, the outcome of this study will serve as reference for students of Office Technology and Management Studies and lecturers who wish to gain more knowledge on this subjects.
1.5 RESEARCH QUESTIONS
1 What are the sources of down-turn in male student?s enrolment in Office Technology and Management studies Department?
2 To what extent is the image of secretarial studies poor in the society?
3 What are the altitudes of males towards Office Technology and Management studies programme?
4 To what extent do male secretarial graduate secure employment?
1.6 SCOPE OF THE STUDY
The study of the down-turn in male students? enrollment in Office Technology and Management studies department is such that would have taken the researcher too many higher institutions and some organizations but as a result of financial constants. | CHAPTER ONE
INTRODUCTION
1.1 BACKGROUND INFORMATION
Secretaries are not born but made, although there are people with potentiality of becoming good, effective and efficient secretaries.
Before anybody can be called secretary, he or she must have undergone a certain training which varies from time to time and depends on the level of operation.
During the how period of training, no matter how short or long it takes, it is expected that all the skill and knowledge require of her to be able to discharge her duties effectively must have been acquired.
Having acquired these, the end result is to be able either to impact this skills and knowledge unto others or make the best use of them in various places to reveal and really expose the work of the secretary. After training the secretary either lives up to expectation by matching with the job requirement or fails in her duties. Whatever happens to the performance of secretary after training could be attributed to the quality and quantity of the training to great extent.
There is no doubt; therefore, that training will have effects on the performance of secretaries. But it could be noted however that there are few other factors that contribute to or responsible for the job performance of secretaries.
Notwithstanding, training remains a great contributing factor to the performance of secretaries. If the training is not proper handled, one would not expect a miracle to happen when the secret finds her in the office, she will definitely perform poorly.
On the other hand, a carefully planned and well contributed training programme will yield the amazing result later in life. Therefore, the poor performance is no doubt the result of poor training.
Consequently, a sound training produces excellent result and excellent performances, to which extent these submissions are true will be revealed later in his research work. Before anyone pursues a career, it is essential for her to know the career training requirements to enable her as certain whether she will be able to make a success of training or not.
Many of us do not consider this aspect, we get into career before realizing that we are unable to cope and as a result drop out.
1.2 STATEMENT OF THE PROBLEM
In most cases, the poor performance as well as excellent performance is attributed to the training so far reduced and skills and experience acquired. At a time, poor or excellent performance of secretaries is attributed to some internal or external factors. It has effects on the organization.
1.3 OBJECTIVE OF THE STUDY
This study is aimed at finding out the reasons for the training of secretaries and subsequent effect it has on their job performance.
1.4 SIGNIFICANCE OF THE STUDY
The research will be of great value to secretaries under training and secretaries in general, in order for them to ensure that they acquire the required quality of the training that will enhance their job performance.
It will also help managers to know what is responsible for the poor
Performance of their secretaries.
1.5 RESEARCH QUESTIONS
1. What are the effects of training on the performance of secretaries?
2. What other factors affect the performance of secretaries?
3. What is responsible for the poor performance of secretaries?
4. In what ways can the performance of secretaries be improved?
1.6 SCOPE OF STUDY
This research is limited to the Skye Bank Plc, Eruwa.
1.7 DEFINITION OF OPERATIONAL TERMS
For the purpose of this study certain terms are used. In order to ensure that the readers do not give wrong, interpretation to these terms, they are therefore defined and explained to avoid misunderstanding.
Training: it is the process of giving teaching and practice to some body in order to bring him or her to a desired standard of behavior, efficiency or physical condition.
Performance: performance is the result of the action and behavior gotten from training as measured in quality and quantity.
Secretary: A secretary is someone who has undergone certain training in secretarial profession, and obeys all rules and regulations of secretarial practice.
1.8 HISTORICAL BACKGROUND OF THE STUDY
Skye bank Plc is a product of the merger of five legacy banks as a result of the banking industry consolidation and recapitalization exercise of 2005. The legacy banks were prudent Bannk Plc, ELB International Plc, Bond Bank Limited and co-operative Bank Plc.
In 2014, in our continuous quest to provide better customer experience, Skye Bank won the bid to acquire the 100 percent ownership stake of Asset management corporation of Nigeria (AMCON) in main street Bank Limited, a deal which make Skye Bank one of the top four Bank in Nigeria. | CHAPTER ONE
1.2 Background Of The Study
For a very long time in the history of this University, staff welfare problems have not been given adequate attention by the management. In the early 70s, the employees of this University did not bother the administration much about their welfare as the attention of all and sundry was on reconstruction and rehabilitation of the infrastructural facilities destroyed during the civil war. Moreover, the only staff Union strongly in operation on the campus by then was the Non-Academic Staff Union (NASU). The workers were not properly conscious of their rights to some statutory welfare programmes. There was no categorization of staff Unions to fight for their respective categories of workers as it is today.
In the 80s, the Non-Academic Staff Union (NASU) faced the administration squarely for any of the rights of the workers that was not met. Within the period, the Bursar would always run out of the office for his dear life whenever NASU came up with her angry members demanding one welfare programme or the other. In the early 80s, the Acting Bursar?s car was raised up by an angry mop and turned upside down with some virgin palm leaves tied on the car. That was in protest against non-payment of salaries and allowances as and when due by the then acting Bursar.
By then, the Bursar was always held responsible for any lapses on staff welfare as he was in practice, the financial controller in the institution. Later in 80s, other
Unions saw that NASU alone could not fight for them and started going into agreement with the Federal Government of Nigeria on the welfare of their respective members. These Unions became highly aggrieved by the non-payment of some allowances approved for them by the government in 1991. However, Udeala (1993: 5-8) in his report to the newly elected University Council at its inaugural meeting on December 16, reported as follows:
?The administration has, during the year, paid all the allowances stipulated in the agreement between the government and various Unions in the University. The meal subsidy will be paid when NUC make funds available?
Discussing the state of staff residential houses on the campus in the report, he explained that:
Over the years, staff houses have suffered neglect because of lack of fund. Some of the houses are in such a state that are not befitting for any staff.
On fund problems, he had this to day:
For quite a long time, no financial allocation for purchase of drugs was made to the University Medical Centre. The conditions of services in the University include free medical treatment. The economic situation in the country and the astronomical increase in prices of drugs have made this policy unrealizable.
The same questions would go to the University administration about housing loan because the loan was only once granted to a few staff that had not more than three years to retire from serve. This was the situation before the arrival of the Sole Administrator in 1995. That was why in his address at the4 meeting of the
Administration and the Executive Secretary of the National Universities Commission
(NUC) Gomwalk (1997: 5-6) discussed staff problems and their implications on the performance of such staff saying that:
Staff development is not being pursued with the desired vigour due to lack of funds. For staff on seat, moral is low because of the lack of facilities for teaching and research ? Many staff have not the opportunity to attend academic conferences or get sponsored research. Staff development has considerably slowed down ?
All these problems lead to staff disenchantment and frustration. The result of all these problems was crisis everywhere on the campus. This moved Gomwalk (1997, 3) to comment thus:
The University of Nigeria is not only the oldest indigenous University in the country, it is also one of the largest and one of those expected to hold on the greatest hope for the country. In recent years, however, it has become the most crises ridden and seems to remain the most crises prone.
After making the above comments, Gomwalk regretted the suffering of workers as some stagnated for between 5 and 15 years of active service on their positions without promotions. The diminutive status of many of the employees of the University pushed his administration to approve double promotions to the stagnating staff that merited it. He did that to motivate such staff towards improved productivity.
Faced with the problems of fund which he described as the root of the incessant crises in the University, the Vice Chancellor prepared a 14 paged position paper to the Federal Government on the special needs of the University. In them paper, Mbanefoh (2000:14) made it pointedly clear that:
Poor funding is at the root of incessant crisis in the University. The abundant human resources in the University need the motivation which a special funding will promote. A situation where recurrent grant from the government hardly pays salaries and allowances let alone leave something for goods and services is a recipe for crisis.
One is really not certain from the above, which is to blame about the inability of the University administration to meet even the statutory welfare of her employees talk less of initiating some highly motivating welfare programmes.
Should we blame the Administration, the Government or who? This is why the researcher embarks on this study.
1.2 Statement of the Problem:
Ajileye (1992: 154) highlighted the importance of the welfare of employees when he wrote that:
Since, irrespective of its capital and knowledge, an organization depends for its success on its human resources, the more satisfied the employees? needs, the more willing the employees are to put in efforts that get the job done? good welfare services are capable of attracting and retaining the right caliber or employees for an organization?s operations.
The careers of the employees are at the mercy of the management. They live in fear of job insecurity because instead the administration will carry out a research on the type of welfare programmes they can fund; they specialize in threatening to retrench the workers whenever they demand very seriously the statutory welfare which they see as a right and not privilege. Yet the same management looks on these employees to generate the type of human resources that will lead the nation to greatness educationally, economically, culturally, technologically and politically. This is why the few major staff Unions on the campus is usually on industrial dispute with the management at one time or the other. At times, their strike action will last far more than four weeks and hardly does any session pass without twice or more such strike actions.
Based on the above stance of the management of the University, we now pose the following questions:
1. Why has the University management been unable to appreciate the need for workable welfare programme for the employees?
2. To what extent is fund problem responsible for non-availability of appreciable welfare schemes for the University Of Ibadan?
3. Are there possible solutions to the problems of employees? welfare programme in the University Of Ibadan?
1.3 Purpose Of The Study
This study tends to:
1. To give an empirical analysis of what actually motivate workers to performance in their duties.
2. To examine the relationship between staff welfare and organizational productivity.
3. To examine how staff welfare affect staff?s emotion at workplace.
4. To examine the impact of staff welfare on both the staff and the organization herself.
5. To find out whether good staff welfare package is the best form of motivating staff to perform.
1.4 Objectives Of The Study
The study primarily examines the effect of staff welfare on job performance in organizations particularly in University of Ibadan.
The study is therefore limited to the issue of staff welfare and how it increases job performance and how it impacts the organization at large. The study area in which data were gathered is University of Ibadan.
1.5 Research Question
1. Is the welfare scheme adequate enough for workers in your organization?
2. Is the level of employees? motivation as a result of staff welfare scheme high?
3. Has this scheme any relationship with staff performance?
4. Has this scheme any relationship with employees? motivation in University of Ibadan
1.6 Scope of the Study
This research work focuses particularly on the good office management and staff welfare and organizational productivity using University of Ibadan as a case study.
1.7 Limitations of the Study:
Some of the responses from our respondents are subjective and this places great limitation to this study. Hence, the human element in investigative situations like the responses from these respondents cannot be completely avoided. Closely related to the above is the disposition of some high level management staff and heads of departments and units whom we interviewed. There is the possibility that, in a bid to protect their positions and their units, they keep away vital information from us. Such official dispositions are not unusual in a country like ours where selfless service is seen as an abomination and corruption conversely is a norm.
Additionally, some of our respondents are not sufficiently literate to work on our questionnaire without help. The presences of the researcher or whoever interpreted the questions and the possible responses for them may have in one way or the other affected their responses.
Moreover, the study is supposed to cover all the management staff and all the employees of all categories numbering. The fact that we randomly selected our respondents places some limitations on this study.
1.8 Definition Of Terms
Some the terms used in this research study may not be represented in the literature or universal meanings it is therefore imperative to explain the contextual meaning of some of the words used to guard against ambiguity but pare way for conciseness. Meanwhile, the terms are professional in nature.
MOTIVATION
Motivation is a factor which make an employee to participate to action, it is referred to as those factors which arose employee to action and could be measured by identifying various needs of the individuals workers and how such needs influences the behavior of the workers in the work situation in an organization.
SATISFACTION
This is employee?s contentment about his satisfaction; it could be defined subjectively as the job reward which employee derives from the work situation done effectively. Satisfaction could be measured in terms of difference between what the employee expects from the service he or she referred to the organization and what he or she actually derives.
INCENTIVES
These are inducements given to an employee of an organization for the purpose of carrying out organizational objectives. It could be measured by the amount of inducement which workers get from the organization and the extent to which such inducement enhances their performances.
MANAGEMENT
Doing things using the instrument ties of other people. It is also the process combining and utilizing or allocating organizational resource by planning, organization directing, and controlling for the purpose of achieving organization objectives.
DECISION MAKING
This is the process whereby solutions are pointed to the problem in the organizations, decision making is concerned with the formulation of policies guiding or governing the running of an organization.
EMPLOYEE WELFARE SCHEME
In this study employees welfare scheme is also variously known as the employees welfare services. Employee scheme, the fringe benefits, which the employee receives from the organization besides his pay or salary.
1.9 Historical Background of U.I
Established 68 years ago, the University of Ibadan, UI as it is fondly referred to, is the first University in Nigeria. Until 1962 when it became a full-fledged independent University, it was a College of the University of London in a special relationship scheme. The University, which took off with academic programmes in Arts, Science and Medicine, is now a comprehensive citadel of learning with academic programmes in thirteen Faculties namely, Arts, Science, Basic Medical Sciences, Clinical Sciences, Agriculture and Forestry, the Social Sciences, Education, Veterinary Medicine, Pharmacy, Technology, Law, Public Health and Dentistry. The Faculties of the Basic Medical Sciences, Clinical Sciences, Public Health and Dentistry are organized as a College of Medicine. The University has other academic units among which are: Institute of Child Health, Institute of Education, Institute of African Studies, Centre for Child Adolescent and Mental Health, etc.
Today, the University is consistently ranked among the prestigious Universities in the world. Through its alumni and alumnae, the University of Ibadan has, in the past six decades contributed significantly to the political, industrial, economic and cultural development of Nigeria.
These graduates, staff and students are making great impact on the world through their new discoveries, innovations and inventions in science, medicine, agriculture, business and technology. No doubt, the University?s commitment to academic excellence enables them to fly high.
UI looks forward to an exciting future! | CHAPTER ONE
INTRODUCTION
1.1 Background to the Study
Firms ought to understand the underlying sources of threats in its industry. These threats result from competitive pressure from other firms in the industry. Understanding these forces is imperative if the firm is to formulate appropriate strategies to respond; which boils down to the firm selecting products, or services to offer and the markets in which to offer them. This makes strategy a deliberate plan of action that the business will adopt in order to develop and grow its competitive advantage. There has been an increasing reliance on Information Communication Technology (ICT) systems for managing business processes as well as driving business strategy across the banking industry. Firms have no option but to comply with globalization trends and to find a fit between globalization and organization strategies. The firms in the banking Sector continue to face a myriad of challenges, from globalization, competition, volatile market dynamics, competition from both bank and non-bank institutions all seeking more innovative ways to add value to their services.
Birch & Young (1997) argues that consumers look for products and services that are convenient and efficient to attain. They also seek for a wide array of products to choose from at competitive rates and which offer maximum returns. Customers have become more sensitized to expect better customer service standards, better products and services as a result of the internet. Banks have to adopt strategies that would ensure their profitability and resilience against the forces that determine industry competition.
This study revolves around three theories, the first being the industrial organization (IO) theory which emphasizes the influence of the industry environment upon a firm. The second is the resource-based theory, which views performance primarily as a function of a firm?s ability to utilize its resources. This theory focuses on the specific organization with respect to the competitive environment. The third is the innovation diffusion theory which is concerned with how an innovation adopter?s perception of the characteristics of an innovation impacts his or her decision to adopt it. This affects all users of the innovation, from the employee adoption of the innovation to the customer.
1.2 Objective of the study
The study was driven by the two objectives below:
(i) To establish the ICT challenges facing First Bank of Nigeria in achievement of sustainable competitive advantage.
(ii) To determine the strategies adopted by the First Bank of Nigeria to cope with these challenges.
1.3 Statement of the Problem
Banks have to come up with competitive strategies in search of favourable competitive positions in the industry in order to adapt to the changed environment and attain competitive advantage. ?Electronic banking systems have become the main technology driven revolution in conducting financial transactions. Banks have made huge investments in telecommunication and electronic systems, users have also been validated to accept electronic banking system as useful and easy to use?, (Adesina & Ayo, 2010).
Organizations encounter a myriad of challenges towards achieving competitive advantage through the use of ICT. Current research shows that organizations are not able to sustain a competitive edge for a long time, (Wiggins & Ruefli, 2005). Increasing global and domestic competition, economic downturns and volatile financial markets have all added to the pressure on organizations to come up with effective responses to survive to counter this. As a result, each bank is developing a strategy unique to its corporate culture, leading to the industry being in a state of constant change. A number of researches have been undertaken in the banking sector. Gan et al. (2006) predicted that e-banking is necessary for banks to stay profitable in the future.
However, the lack of trust by customers on the systems, or online processes remained a barrier to growth in the adoption of e-banking services. Nitsure (2003) conducted his research on the challenges and opportunities of e-banking and concluded that e-banking substantially lowered the costs of transaction and service delivery and could possibly revolutionize the business of banking. He further explained that developing economies faced similar challenges of poor infrastructure, low literacy levels and poor penetration of information.
According to Agboola (2006) the Nigerian banks? adoption of ICT exceedingly impacted on the quality and content of banking operations and therefore presented a notably high potential for business process engineering of Nigerian Banks. The banks? failure to invest in ICT products in order to facilitate the convenience, speed and accuracy of banking operations would result in the banks losing out to their competitors. Ahmed & Islam (2008) observed that banks in developing countries were forced to choose between the two strategic alternatives of the level of sophistication of products and services offered and the choice of delivery channel in adopting e-banking services.
1.4 Research Questions
1. Does ICT enhance business survival in Nigeria?
2. What factors affect ICTs use in the Nigeria?
3. Did the customers have the ability to use ICT?
4. Is there high cost of acquisition of the ICT technology?
1.5 Significance of the Study
To scholars the research will open avenues for further research and analysis of various factors and challenges affecting the application of ICT enabled services in a developing economy. It will also enable researchers to adopt service oriented practices in understanding customer service delivery channels and satisfaction. To the banking world the study would assist in the understanding of the variables and effects of the ICT challenges and how they impact on the banks? success and performance. It will also enable the banks to draft possible policy guidelines in their institutions.
To the government, customers and stakeholders the study would pass on knowledge on the processes, especially the self-serving technologies and their impact to the industry and overall economy. The government can draft policy guidelines using the valuable information gathered. To the stakeholders, the study will reflect the image of the banking industry in terms of its responses to the challenges facing.
1.6 Scope of the Study
To scholars the research will open avenues for further research and analysis of various factors and challenges affecting the application of ICT enabled services in a developing economy. It will also enable researchers to adopt service oriented practices in understanding customer service delivery channels and satisfaction. To the banking fraternity the study would assist in the understanding of the variables and effects of the ICT challenges and how they impact on the banks? success and performance. It will also enable the banks to draft possible policy guidelines in their institutions.
To the government, customers and stakeholders the study would pass on knowledge on the processes, especially the self-serving technologies and their impact to the industry and overall economy. The government can draft policy guidelines using the valuable information gathered. To the stakeholders, the study will reflect the image of the banking industry in terms of its responses to the challenges facing ICT.
1.7 Operational Definition of Terms
The definition of some relevant terms in this study will aid the understanding of the study. This is in accordance with the quote of a Greek philosopher?s sayings that the beginning of any decision or argument lies in the clarification or definition of the relevant term - Aristotle in Iroegbu (2004)
Challenge: Problems
ICT: Information and Communication Technology
Understanding: the ability to perceive and explain the meaning or the nature of somebody or something.
Organization: a group of people identified by a shared interest or purpose.
Innovation: the act or process of inventing or introducing something new.
Banks: a business that keeps money for individual people or companies, exchanges currencies, makes loans, and offers other financial services.
Profitability: yielding a financial profit
Information: definite knowledge acquired or supplied about something or somebody.
Communication: the exchange of information between people, e.g. by means of speaking, writing, or using a common system of signs or behavior.
Technology: the study, development, and application of devices, machines, and techniques for manufacturing and productive processes.
1.8 Historical Background of the Study
First Bank of Nigeria, sometimes referred to as First Bank, is a Nigerian multinational bank and financial services headquartered in Lagos. It is the biggest bank in Nigeria by total deposits and gross earnings and operates a network of over 750 business locations across Africa, the United Kingdom and representative offices in Abu Dhabi, Beijing and Johannesburg set up to capture trade-related business between geographies. It specializes in retail banking and has the largest retail client base in Nigeria. In 2015, The Asian Banker awarded First Bank the Best Retail Bank in Nigeria award for the fifth consecutive year.
The Nigerian banking business operates nationally, with an active customer base of over 10 million, and employs over 7,000 staff. First Bank operates along four key Strategic Business Units (SBUs) ? Retail Banking, Corporate Banking, Commercial Banking and Public Sector Banking. It was previously structured as an operating holding company before the implementation of a non-operating Holding Company structure
As of December 2015, the Bank had assets totaling NGN3.9 trillion ($12.2B according to 2017 exchange rates). The Bank's profit before tax for the twelve months ending 31 December 2015 was approximately NGN10.2 billion. First Bank?s ownership is diversified, with over 1.3 million shareholders. The bank was founded in 1894 and is Nigeria?s oldest bank. It converted to a public company in 1970 and was listed on the Nigerian Stock Exchange (NSE) in 1971. However, as part of the implementation of the non-operating holding company structure, it was delisted from the NSE and replaced with FBN Holdings Plc. in 2012. First Bank has been named "The Best Bank Brand in Nigeria" for five years in a row ? 2011, 2012, 2013, 2014 and 2015 ? by The Banker magazine of the Financial Times Group, and "Most Innovative Bank in Africa" in the EMEA Finance African Banking Awards 2014.
In 2010, the Central Bank of Nigeria revised the regulation covering the scope of banking activities for Nigerian banks. The universal banking model was discontinued and banks were required to divest from non-core banking businesses or adopt a holding company structure. First Bank opted to form a holding company, FBN Holdings Plc., to capture synergies across its already established banking and non-banking businesses. The new structure resulted in a stronger platform to support the Group?s future growth ambitions domestically and internationally. | CHAPTER ONE
1.0 INTRODUCTION
1.1 BACKGROUNDS TO THE STUDY
The management of human resources is an increasingly important concern in large organization. Over the years, several business organizations have packed up basically because of the failure of the management team or designated personnel to properly harness their human resources potentials. Perhaps, the singular reason for this negative development in many business organizations is the quest and unbalanced agitation for mad profit and sudden business expansion. Capital which has been defined to mean both money and all other structures-machines and physical structures needed for the successful management of any business organization cannot in any way be compared to the undeniable importance of human resource management. Any business built on a weak human resources management would only need a short time before it folds up. Human resource management is an indispensable factor in any business organization survival equation.
Some of the major issues relating to the management of human resources in any business organization range from issues such as the availability of needed talented and skilled personnel, other support staff for business growth, the quality of managerial talent and the control of tremendous costs now associated with managing a large high-talent work force. In developing and utilizing human resources, recognizing and carrying out each step in employment can make important contributions toward meaningful teamwork in a business organization.
Indeed, modern personnel management has evolved from a number of significant and inter-related developments dating from the beginning of the industrial revolution which started in Europe in the 18th Century. An exhaustive history would trace such matters as the evolution of working association from ancient times and the vast changes in educational opportunity in recent years. Their impact in the total labour force, development in managerial education, the evolution of the corporations and other social, economic and political development of the 20th Century and before cannot be over- emphasized.
Premised on this, the human resources require a great and careful management in order to get the desired results through the efforts of the people who constitute the personnel of a business organization. In actual fact, human resource management is neither a solo-job nor a purely technical one. It is a partnership between representatives of line and staff officials, working with union leaders to stimulate and develop employees in pursuit of organizational goals. According to Steiner, (1964) Human capabilities are resources to be managed in their own right; however, they also control or at least influence the other factors of production. Thus, the success an executive enjoys in the management of human capabilities may be expected to have a multiplier impact on the overall effectiveness of the enterprises.
1.2 STATEMENT OF THE RESEARCH PROBLEM
Quite often, many ambitious business owners have underplayed the place of human resource management to the growth and survival of their businesses. This uncritical view is often anchored on the hasty conclusion that given the present bad state of the country's economy and with the quest for survival many job seekers won't be under the perpetual mercy of business owners (employers) with little or no possibility of wage/remuneration bargain or negotiation. In this type of employment equation, the employers are usually concerned on how to maximally use the employees to rake in huge profits without developing the latter's potentials. A synergy of this two seemingly conflicting school of thought is what this work seek to achieve. While in the first instance, some business owners often find it necessary to engage in human resource management, it is believed that a proper orientation on the importance of hum resource management can go a long way in changing business owners' orientation.
The import of the above is hinged on that fact human resources management is a very significant factor that affects future business organization profits and growth.
1.3 RESEARCH QUESTIONS
Attempts will be made to answer the following research questions which will also guide the direction of the study:
1. Is there any need for human resources in an organization?
2. Do resources have any effect on the performance of staff in First Bank Plc, Ikeja, Lagos?
3. What are the importance of staff training and development in an organization?
4. Do attracting, motivating and holding of people have any impact on an organization?
5. What are the likely problems facing the organization in respect to human resources?
1.4 OBJECTIVES OF THE STUDY
The aim of the study is to highlight and appraise the role of human resources in a business organization through the management of First Bank Plc, Ikeja, Lagos. The specific objectives of the study are to;
1. Examine the impact of human resource management on employees' productivity.
2. Determine the need for proper human resources management and evaluate the impact of human resources management on the part of the employer of First Bank Plc, Ikeja, Lagos.
3. Investigate the training needs in organizations with emphasis on the Nigerian Breweries Plc., Ibadan.
4. Offer possible solutions to the problems facing the organization in respect to human resources management.
1.5 SIGNIFICANCE OF THE STUDY
This study is important because its result will contribute to knowledge on how central proper human resource management can significant y contribute to the growth and expansion of any business Organization. This work benefits not only the First Bank Plc, Ikeja, Lagos, but also the Nigerian business society as a whole.
The findings will be useful to upcoming business organizations on how to properly and advantageously, harness their enhance management scheme towards achieving maxim gains and profits.
1.6 SCOPE OF THE STUDY
The First Bank Plc, has a lot branches widely spread across the country exceeding the company's headquarters. Due to impossibility of covering and focusing on all the branches and for the purpose of a thorough and detailed research, this study has been limited to the study of the First Bank Plc, Ikeja, Lagos.
1.7 LIMITATION OF THE STUDY
This is a very important topic to management and organization as a whole and in the course of the research study, some inevitable and unavoidable reasons emerged as potential constraints in carrying out the research as desired. Such factors are limited time and financial hindrances which did not permit a larger scope and more comprehensive research work which thus making it difficult to constantly visit the case study organization for additional information. Also, the bureaucratic nature of the organization chosen for the study constituted a limitation because of the organization being a multinational institution with a lot of bureaucratic settings.
1.8 DEFINITION OF TERMS
It is important, at this juncture to define and give contextual meanings of some of the major terms used in this study. The following terms used in the course of the study are hereby explained below:
? Human Resources: According to Akindele, (2000) human resources are the people who are ready, willing and able to contribute to organizational goals and objectives. Human resource issues are studied solely by staff personnel, who present their findings to management or to the business planning staff as inputs to strategic or operational planning.
? Personnel Management: Ash, (1914) defines personnel management as the recruitment, selection, development, utilization of and accommodation of human resources by organization. There are three basic purposes of personnel management namely: Labour efficiency, formulation of good personnel policies and maintenance of industrial peace.
? Training: In the words of McCormick, (1979) training is a process or procedure through which the skill, talent and knowledge of an employee is enhanced and increased. A successful training programme must contribute to the growth and development of the competence and efficiency of employees.
? Development: This is a long term educational process utilizing a systematic and organized procedure by which managerial personnel learn conceptual and theoretical knowledge for general purpose.
? Planning: This is a managerial activity which involves deciding the goals and objectives of the establishment or organization and make preparation for how to get there i.e. how to meet or achieve the goals and objectives of the organization. There are strategic, operational or tactical planning.
? Recruitment: According to Jackson and Rottstein (1993), this is a process of searching for prospective employees and stimulating and encouraging them to apply. In recruitment, two major characters are involved namely: the recruiting and the recruited. During recruitment, organizations have to make chokes on who to take in their organization otherwise called the recruited.
? Selection: Nwagbo (2004) maintains that selection is to ere off the most appropriate applicants, turn them into candidates and persuade them that it is in their interests to join the organization even times of high unemployment.
? Placement: This is the action of placing an applicant for a job. It is one of the most critical aspects of personnel function.
? Motivation: Young (2002) says that motivation is the act of stimulating someone or oneself to get a desired course of action, to push the right button, to get a desired reaction. There are two kinds of motivation: positive negative motivation. |
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