| Content | TRAINING AS AN EFFECTIVE TOOL FOR SECRETARIES LEVEL OF PERFORMANCE IN INFORMATION AND COMMUNICATION TECHNOLOGY(ICT)
ABSTRACT
This project work is aimed at examining the training secretaries as an effective tool in information and Communication Technology in every organization.
Training can simply be defined as the ability to achieve a particular skill or knowledge to do a particular job, while information and communication technology on the other hand is the study of use of electronic equipment for storing or analysis information. It is the bedrock for national survival and development of rapidly changing global environment. The prospective and present secretaries should be given training within and outside the country and adequate financial support should be given to them in the course of their training.
CHAPTER ONE
1.0 INTRODUCTION
The vital role of training secretaries in an organization and its effect on Information and Communication Technology cannot be over-emphasized.
It is importance for organization to create an easily adapted labour force in this time of technological changes by systematic training so long as secretaries are used to obtain organization goals, they should be given proper training as an effective tool in information and communication in order to make them productive.
The fundamental goal of any personnel policy is to obtain maximum utilization with the firm of the potential ability to each individual worker. To achieve this goal, a sound training in this information and communication technology programme is mandatory.
With this goal in mind, the training manager with the assistance of heads of other departments should plan the training on information and communication technology programmed for categories of secretaries. Individual acquire one type of training or the other right from the beginning the first training which a child receives is from the parent, the society and formal education setting.
Training is to help employees to contribute their maximum usefulness to the firm at the shortest possible time, so it is something that is done once for new employee, it should be a continuous process in every organization and in the life of every individuals.
Training is directed towards changing the behaviour of attitude of an individual to achieve an acceptable rescue and she must also retain in information technology so as enable her meet the satisfaction of her employer. The numerous benefits which the employees derived from training cannot be over-emphasized. Money spent alone in training is money well invested.
Information technology is the bedrock for national survival and development in a rapidly hanging global environment and challenges us to devise bold and courageous initiatives. Without technology Nigeria would have still be in the dark, not knowing what s going on in other developed countries the growing use of Information and Communication Technology (ICT) worldwide has resulted in increasing awareness of the critical role that information play in supporting the development process.
Training of secretaries in information technology makes them skillful in their profession and has a wider general knowledge of techniques, which may be required in the future to meet anticipated future needs organization.
1.1 STATEMENT OF THE PROBLEM
Every organization adopts different strategies towards improving, the skill of their employees on technological problems in order to ensure effective realization of the organization goal.
Meanwhile, one of the strategies of improving human skills in an organization is through training but it is painful that most of the well-known organization in the country do not lay much emphasis on training of their employees on the new techniques and the resulted in low productivity as well as low profit.
On the other hand, it is also noted that few of the organization that train staff fail to adapt appropriate technique in carrying out training programme for their employees and consequence of this led to poor performance on the part of the employees and wastage of money the might have been spent in training such. It is also observed that technological equipment needs to be carried out by organization to their employees are not done accordingly and this lead to de-moral of workers and consequently leads to poor productivity.
| CHAPTER ONE
1.0 Introduction
1.1 Background of the Study
Communication is an indispensable administrative tool. It permeates every facets of organization. It is a crucial instrument of social interactions and a medium through which all relationships are established and maintained. Communication is the transmission of common understanding through the use of symbols. The term communication is derived from the Latin word. (Communis), which means ?to share? (Ezezue,2008:65). Sharing denotatively implies ?partaking? ?co-operating? hence it is a social activity, but unless a common understanding results from the transmission of symbols (verbal or non-verbal), there is no communication, (Donnelly, Gibson and Ivancerich, 1984:34). Effective managerial communication is strategic for organizational goal achievement.
Managers who are striving to become better communicators must accomplish two separate tasks first, they must improve their message ? the information they wish to transmit. Second, they must improve their own understanding of what people are trying to communicate to them; they must strive not only to be understood but also to understand others. While an organization has its physical setting, purpose and objectives, organization members have their individual objectives also. All these interplay in organizational setting, creating what we refer to as organizational climates.
However, ineffective communication in an organization may result in uncertainty, apprehension and dissatisfaction, these results to, poor productivity. It is therefore necessary that managers communicate with employees effectively. The extent to which a manager accomplishes corporate goals depends on his ability to communicate effectively (Herich, 2008). The fact remains that many executives still do not understand what communication is and its role in the success of an enterprise (Nnamseh, 2009:114). Effective communication enhances organizational relationship and minimizes strikes and lockouts. Administrative purposes and goals are sometimes defeated when communication is not effective. Wastes and costly mistakes have been made due to gaps in communication. From the above scenario, the need arises for a critical assessment of the role of communication in strategic management of organizations.
Communication is an indispensable function in achieving administrative goals. Getting the message across effectively and having it understood is a prerequisite to progress. There is no point in moving forward if the basic message is lost, or there are barriers in the process. This quickly reminds us of the biblical story of the construction of the Tower of Babel, the execution of which was a total failure because the builders could not communicate among themselves. Business organizations exist for the purpose of achieving predetermined goals and objectives. Actualization of these objectives ultimately requires a manager working with and through people. In this context, communication plays a vital role in the attainment of these goals. Its failure could then be traceable to poor application of communication. Incidentally, some managers do not often realize that communication is the vehicle that drives all the managerial functions. Success or failure of managerial functions depends to a great extent on the role of communication in the organization.
1.2 Statement of Problem
Organization cannot achieve its administrative effectiveness without communication. Communication which is one of the life sources of an organization is very necessary in an organization because without it people cannot interact with each other. For example if the employees in an organization would not know the organizations objectives, they would not strive to achieve the organization?s objectives. The following would also ensure as a result of problems in the communication structure of an organization.
i. The manger would not be able to inform employed of changes.
ii. The managers would not be able to train their worker reports so the worker not poses the skill they need to carry out their jobs.
iii. The employee in the organization would not know what their roles and responsibilities were so they would not be able to carry out their daily tasks and duties
iv. There would be dissatisfied customer?s at a result of poor customer?s service
v. The organization would not be aware of their computers activities.
1.3 Objectives of the Study
The major objective of this study is to determine the relevance of communication skill on administrative effectiveness. Other specific objectives include:
a. To evaluate the impact of communication in achieving the administrative effectiveness.
b. To find out the most suitable pattern of communication adopted by the organization.
c. To bring to the fore the barriers to effective communication.
1.4 Research Question
1) Is communication in an organization a necessary instrument for achieving administrative goals?
2) Are the communication modes and principles clearly understood and implemented by the management of Power Holding Company, Dugbe, Ibadan.
3) Can effective communication exist in every organization
4) Is communication the backbone in an organization
1.5 Significance of Study
The significance of the research study is as follows:
i. It provides realistic solutions to the problems or impediments to the development of communication skills in Power Holding Company of Nigeria, Dugbe District, Ibadan.
ii. It exposes the numerous problems or impediments to the development of communication skills in an organization.
iii. It exposes the level of communication in an organization
iv. Since the study exposes the level of communication development in Power Holding Company of Nigeria, Dugbe District, Ibadan, other organization are challenged.
v. It will serve as a guide to further research study
1.6 Scope of the Study
The study ?Relevance of Communication Skill on Administrative Effectiveness? in which Power Holding Company of Nigeria, Dugbe District, Ibadan is a case study area such as communication historical background measuring of communication, principles, introduction development of communication skills in PHCN, Ibadan.
1.7 Definition of Terms
Some of the terms used in this work are listed and defined below:
1. Effectiveness: is the capability of producing a desired result or the ability to produce desired output. When something is deemed effective, it means it has an intended or expected outcome, or produces a deep, vivid impression
2. Communication: The process of conveying information from a sender to a receiver with the use of a medium in which the communicated information is clearly understand the same way by both sender and receiver.
3. Communication Skill: The ability to convey information to another effectively and efficiently. Business managers with good verbal, non-verbal and written communication skills help facilitate the sharing of information between people within a company for its commercial benefit.
4. Effective: Producing a desired or intended result
5. Administrative Effectiveness: it is reasonable to consider whether alternative means exist for achieving the same ends. Control theory holds that organizations require mechanisms of control to ensure that members attend to organizational outcomes
6. Effective Communication: is a communication between two or more persons wherein the intended message is successfully delivered, received and understood.
7. Barrier: An obstacle that prevents communication, movement or access | CHAPTER ONE
INTRODUCTION
The world of business is changing rapidly as a result of technological development. This is very wide departure from the traditional business enterprises to the evolution of international and multinational organizations in Nigeria economy. Some of these establishments have acquired and installed modern communications equipment.
Thus, information technology and an ultimate fully electronic office is fast becoming a reality. In effect, information and communication technology pose a lot challenges to office employees. The impact of technological improvement in the office demands that the development of a successful secretarial career today depends of upon the secretary to acquire information and communication technology (ICT) based skills and expertise as well skills required for each category of staff.
Technology changes in our environment coupled with competition within a particular industry or in the society account for the reason why secretaries should engage in training and development to meet up with the challenges. This is as a result of the need to match changes in structure, policies, technology, processes and producers with the needed performance, attitude and behaviors. This study will provide a sight into the present day technological realities in and office and how a secretary could fit into it.
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) argued 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.
In the past decade, there has been a monumental growth of Nigeria banking industry, which has led to increased competition as the banks strive to gain and retain their market share. The banking industry and the wider financial sector have undergone tremendous changes as a result of ICT?s rapid advancement. Increased competition, tighter budgets, regulatory requirements are some of the factors that put more pressure on the banking industry further adding to the hostility of the industry. Banks have had to come up with strategies that would give them a sustained competitive lead over their competitors. ICT as a strategy to achieve this has been adopted by majority of the banks in the quest to achieve lasting competitive advantage through differentiation of products and cost leadership.
1.2 STATEMENT OF THE PROBLEM
Commercial 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.
1.3 OBJECTIVE OF THE STUDY
The study was driven by the two objectives below:
(i) To establish the ICT challenges facing Skye bank in Nigeria in achievement of sustainable competitive advantage.
(ii) To determine the strategies adopted by the Skye bank in Nigeria to cope with these challenges.
1.4 RESEARCH QUESTIONS
1. Does ICT enhance business survival in Nigeria?
2. What factors affect ICTs use in the Nigeria?
3. Will organization strategy affect the use of ICT?
4. Should employees be encouraged in ICT training?
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
This research work focuses particularly on the impact of employee participation in decision making and organizational productivity using SKYE BANK PLC, ERUWA BRANCH as a case study.
1.7 OPERATIONAL DEFINITION OF TERMS
Stakeholders: Group of people with a direct interest, involvement, or investment in something.
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.
Performance: A presentation of an artistic work such as a play or piece of music to an audience.
Challenges: Problems.
Transactions: Communication or activity between two or more people that influences and affects all of them (formal).
Innovation: the act or process of inventing or introducing something new.
Banks: Where money is kept for individual people or companies, exchanges currencies, makes loans, and offers other financial services.
Organization: Group of people identified by a shared interest or purpose.
Skills: the ability to do something well, usually gained through training or experience.
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 Bank Plc, EIB International Plc, Bond Bank Limited, Reliance Bank Limited and Co-operative Bank Plc.
Following the merger and the seamless integration of the disparate resources, personnel, IT infrastructure, culture and procedures, the bank has since grown into a formidable financial institution showing strong growth and profitability and providing unique financial solutions to a wide customer base both in Nigeria and in the three West African subsidiaries of Sierra Leone, Gambia and Guinea.
In 2014, in our continuous quest to provide better customer experience, Skye Bank won the bid to acquire the 100 per cent ownership stake of Asset Management Corporation of Nigeria (AMCON) in Mainstreet Bank Limited, a deal which made Skye Bank one of the top four banks in Nigeria.
Main street Bank?s operations has since been integrated into the bank?s operations in one of the smoothest and hitch free integration process recorded in the Nigerian banking industry, enabling it to offer banking services to a wider segment of the Nigerian population and with significant positive impact on the bank?s balance sheet, financial performance and profitability.
Skye Bank is quoted on the Nigerian Stock Exchange (NSE) with over 450,000 diverse shareholders with a shareholding structure that puts no more than 5% in the control of any one individual or company. | 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
Job satisfaction can be defined as psychological state of how an individual feels towards work, in other words, it is people?s feelings and attitudes about variety on intrinsic and extrinsic elements towards jobs and the organizations they perform their jobs in. The elements of job satisfaction are related to pay, promotion, benefits, work nature, supervision, and relationship with colleagues (Mosadeghard, 2003). Employee?s satisfaction is considered as all-around module of an organization?s human resource strategies. According to Simatawa (2011) Job satisfaction means a function which is positively related to the degree to which one?s personal needs are fulfilled in the job situation. Kuria (2011) argues that employees are the most satisfied and highly productive when their job offers them security from economic strain, recognition of their effort clean policy of grievances, opportunity to contribute ideas and suggestions, participation in decision making and Managing the affairs, clean definitions of duties and responsibilities and opportunities for promotion, fringe benefits, sound payment structure, incentive plans and profits sharing activities, health and safety measures, social security, compensation, communication, communication system and finally, atmosphere of mutual trust respect. Job satisfaction means pleasurable emotional state of feeling that results from performance of work (Simatawa, 2011)
It commences with the recruiting of right people and continues with practicing programs to keep them engaged and committed to the organization (Freyremuth, 2004). Sutherland, (2004) contends that companies with high quality human capital perform better in marketplace, and deliver higher and more consistent returns to shareholders, than companies with mediocre workers. Sustainable competitive advantage requires satisfaction of employees for retention to the knowledge base of an organization. This knowledge is often tacit and hard to transit between employees. Competitive companies worldwide rely on their employees to provide innovative, advantageous and original solutions to problems the company may have. Employees are deemed to be part of the intangible assets of an organization. They are a precious commodity that forms a significant part of an organization?s value. Employee job satisfaction is supremely important in an organization because it is what productivity depends on. If your employees are satisfied they would produce superior quality performance in optimal time and lead to growing profits. Satisfied employees are also more likely to be creative and innovative and come up with breakthroughs that allow a company to grow and change positively with time and changing market conditions. Employee satisfaction is becoming more challenging for companies including those in the telecommunication industry due to a number of factors such as availability of the right talent in some fields, manager-employee relations, competition, differences in the level of employer-employee expectations, the high cost associated with hiring new talents, among others. Employer? need for strategic effort directed at satisfying current employees is now urgent than ever to improve retention rates and decrease the associated costs of high turnover. Voluntary turnover is a huge problem for many organizations (Mitchell et al., 2001).
Job satisfaction is an important attribute of all labour market matches, as it is a useful summary measure of utitlity at work. The effects of job satisfaction on various labour market outcomes have been widely explored in the literature (e.g. Freeman 1978; Clark et al. 1998). Despite this, there are still relatively neglected areas of research. One of those concerns the effect of employees? job satisfaction on firms? performance. Job satisfaction can have a positive effect of performance, if it increases effort e.g. by reducing employee shirking and superfluous on-the-job activities. This issue has been at a high place on the policies agenda. For example, European Union argues in its Lisbon strategy that job satisfaction positively contributes to firms? performance. This is a rather provocative claims, because it implies that policies to improve job satisfaction would be beneficial for both employees and employers.
The labour market today is growing and changing fast. It is the responsibility of the leader in the organization to adapt to these changes to be able to make the organization profitable. To be able this, it is crucial to satisfy the key employees in the organization since they are the ones that drive the company forward. According to Young (2006), companies are faced with people leaving to join other companies. The average worker is changing jobs ten times between ages of 18 and 37 continuously. Young assert that one answer to this issue is to believe that you can purchase knowledge to replace what you are losing. McCrea (2001) suggests that employees today change jobs frequently and do not have the company loyalty and existed 30 years ago when your valued employees were hired. The article, ?The battle of brainpower? (2006), also states that loyalty to employers is fading therefore companies need to raise productivity by managing talent better. The hunt for talent has gone global as the globalization creates demands and opportunities for most employees.
Employees in an organization have always been key asset to their departure could have significant effect on the implementation of the organization?s business plans and may eventually cause a parallel decline in productivity. At such, employee satisfaction is important in the long-term growth and success of a company. Employee satisfaction would ensure customer satisfaction and effective succession planning (Mello, 2007). Employee satisfaction would also improve investor?s confidence, as they are concern with organization?s capacity to perform in such ways that would positively influence the value of their investment in the company, hence there is no question that uncontrolled employee turnover could damage the stability of the company.
Talent and employee job satisfaction are closely related, in that happy brain lead to creative brains. Job satisfaction and employee happiness should be a big aspiration in talent management due to its impacts on productivity, creativity and loyalty of employees. Talented employees want a clear vision of where the organization is going and an opportunity to personally grow and develop.
Talent is the natural above average ability to perform a task. This individual has the natural inclination to perform the tasks they are talented is better than others. A talent is always a skill but a skill isn?t always a talent. A skill is the ability to do something well i.e. expertise, while talent is the natural aptitude.
1.2 Statement of the Problem
Employees? satisfaction is increasing in importance, as the competition for talent is high and still growing. It is not for a competitor to compete with individual elements of employment such as salaries and benefits. Boyens (2007), focuses on the reasons of involuntary turnover, voluntary turnover, and promotion for employees to leave a particular company. Furthermore, he says that the types of turnover are the most devastating for organizations. The effect of voluntary turnover includes loss of performance, knowledge, expertise, relationship, and loss of the time and resources that it took to train the employees who are left because of the constant disruption of services and too much change which as a result affects the general performance of the company.
Employee turnover rates have, within the last decade become a nationwide epidemic. Employees no longer feel the sense of company loyalty that once existed. Increasing numbers of corporate mergers and acquisitions have left employees feeling detached from the companies that they served and haunted by concerns of overall job security. This research study seeks to investigate the factors that may influence employee satisfaction and how these factors affect retention of employees.
The current level of job satisfaction is quite low. With the constant changes in ownership and resultant management teams which always comes with a myriad of new ways of doing things. Most of these new strategies have not performed well in the market because the employees themselves do not believe in them and will therefore not perform optimally to meet these goals.
1.3 Objectives of the Study
1.3.1 General Objective
The general objective of the research is to examine the relationship between job satisfaction and employees performance and to analyze how these affect employees in an organization.
1.3.2 Specific Objectives
Specifically, the research seeks to:
(i) Investigate the effect of talent development including training and development on job satisfaction and performance at Skye bank.
(ii) Probe the extent to which reward and recognition influences job satisfaction and performance at Skye bank.
(iii) Explore the influence of availability of career advancement, promotions and new job opportunities on job satisfaction and performance at Skye bank.
(iv) To study the influence of organization structure and organization policies on job satisfaction and performance at Skye bank
(v) To investigate the influence of organizational commitment, physical working environment and involvement of employees in decision making on job satisfaction and performance at Skye bank.
1.4 Research Questions
The study will be based on the following research questions:
(i) How has talent management& development influenced job satisfaction levels at Skye bank
(ii) How has reward and recognition influenced employee satisfaction in an organizational productivity?
(iii) Describe how organizational structure has influenced employee satisfaction at Skye bank?
(iv) How does organizational commitment influence satisfaction of employees at Skye bank?
1.5 Significance of the Study
To an organization as a whole, the findings and results of the study will provide a more reliable in-depth understanding of the factors that affect employee satisfaction and to help shape the future policy formulation of the organization. The data provided will assist in monitoring the organization achievement towards the millennium goals as well as vision 2030 objectives. To the management of Skye bank, the findings are expected to provide answers to the fundamental question of while employees stay and what would cause them to leave and to help the company formulate appropriate retention policies and strategies to enhance employee satisfaction and company performance and productivity. To researchers, the result of the study will serve as literature to throw more light on the factors that may affect employee satisfaction. The outcome will further research on the topic.
1.6 Scope of the Study
This research work focuses particularly on the effect of employees? job satisfaction on organizational productivity using SKYE BANK, PLC as a case study.
1.7 Definition of Operational Terms
Employees: A person in the service of another under contract of hire, express or implied, oral or written where the employer has the right or power to control and direct the employee in the material detail on how the work is to be performed (Arthur, 1995).
Satisfaction: The attitudes and feelings people have about their job. It is the degree to which an employee has positive emotions towards the job role.
Organization: Refers to a social arrangement which pursues collective goals, controls its own performances and has boundary separating it from its environment (Harrison, 2005).
Productivity: A measure of how well resources are brought together in organizations and utilized for accomplishing a set of results.
Management: The act of ruling and controlling a business or similar organization.
Reward: Anything given by organizations to employees in response to their contribution and performance. It may be financial or non-financial reward.
Performance: The act or process of performing a tax, and actions
Achievement: A thing that somebody has done successfully, especially using their own effort and skill.
Globalization: The fact that different economic systems around the world are becoming connected and similar to each other because of the influence of large.
1.8 Historical Background of the Study
It is no longer news that Skye bank recently acquired Main Street Bank, formerly Afri Bank of Nigeria. What is news is whether this is going to be Nigeria?s newest mega bank? It was late literary giant, Prof Chinua Achebe stated that in his novel, Things Fall Apart that a chick that will grow into a cock will be spotted the very day it was hatched.
Interestingly, the merging unit had to amicably resolve to prune to five to ensure seamless business combination, sustained strength and guaranteed returns to stakeholders, including investors, customers and employees. According to information at bank?s website, the bank has a cumulative wealth of experience spanning over 50 years, which historically makes the bank, one of Nigeria?s oldest banking institutions.
The major strength of the bank include its diverse ownership structure, quality management and staff, prudent financial management and strong reputation on service delivery. To this, the bank has added size by the acquisition of Main Street Bank, which sees it spring to being ranked among the top five banks in Nigeria by branches.
The recent history of bank shows that in 2006, Prudent Merchant Bank Limited merged with four other banks to become Skye Bank Plc. The four other constituent banks were; EIB International Bank Plc, Bond Bank Limited, Reliance Bank Limited and Co-operative Bank Plc. To the credit of the management of the bank at its take-off, that seamless consolidation exercise soon saw the bank evolve into one of the top financial institution in the country. That high score, analysts posited is set to count in favour of the bank as it takes this bold step to leapfrog contemporaries from being a tier two bank to one of the top five banks in Nigeria by number of branches. | CHAPTER ONE
INTRODUCTION
1.1 Background of the Study
The use of modern office equipment is inevitable to offices in this modern era- until the 15th century before the advent of typewriters, publication of business documents was a difficult job and bored mostly to secretaries because everything has to be handwritten.
With time and technological growth, business organizations witnessed information overload due to over increasing commercial transactions. Business therefore, needs technology to turn out words effectively, efficiently and continuously.
These days, the world of work is changing fast, as we approach the new millennium modern equipment are fast replacing manual machines in the workplace, computer automated machines have gradually taken the work of men. With the level of sophistication and cut throat competition in our society, nobody is resting on their oars in the new technological age.
Before now, most employers of labour needed all kinds of categories of workers. Some were trained on the job, while others came as experts. In the factories, people were employed in their thousands to do all kinds of jobs. Production machines, acquired long age, took time to warm up for use while workers took their turn in churning out the large number of workforce.
Most management, employers of labour are of the view that the introduction of high technology to the workplace has made the work easier, faster, saves time and cost, especially on overhead, better than employing a multitude with no result.
Again, with the introduction of new technologies, business men have been saved from carrying huge sums of money all over the place, the advent of electronic fund transfer is a pointer to this topic.
The use of internet, E-mail, pagers, digitized telephone services, mobile phones, answering machines have made the job of executive, top managers less cumbersome and communication gap has been bridged with the popularization of these gadgets. Business and transactions can be discussed through these services.
Even in terms of society for the workplace it is common feature in some big organization to mount circuit television, to monitor movement of people. Big time executive also use close circuit television to wade off intruders and those they donÕt want to see, with this, productivity is thus enhanced.
Brief History of Nigerian National Petroleum Corporation (NNPC) Enugu Depot
NNPC (Nigerian National Petroleum Corporation) depot Enugu is located at Emene `in Enugu East local government of Enugu state. Commissioned on 25th August, 1979 by the military Administration of the then Anambra state Col. D.S Abubakar.
It has a total capacity of 12 million liters of petroleum products. It has only three by products in stock which include Premium Motor Sprit (PMS) otherwise called petrol, Dual Purpose Kerosene (DPK) and Automobile Gas Oil (AGO) ago or diesel for onward distribution to her customers the oil marketing companies.
Enugu depot has a total number of six departments namely: Administrative, sales, security, accounts operation and safely departments with a total workforce of 250 workers. Each department is managed by the head of such department who equally reports to the depot manager who is the overall boss.
1.2 Statement of the Problem
In a developing country like Nigeria, the use of modern office equipment in the office is still minimal because they lack the technical know how to put the one their disposal to good use. Lack of stilled manpower to update and maintain already acquired machines. Besides, constant power failure from the public electricity supply has not helped matters in any way.
More over, some office worker especially secretaries sees the technological improvement as a challenge and also as threat to their job. These problems and anxiety in the minds of office workers, is likely to lead to a drastic reduction in production in most office.
Finally, this situation calls for serious policies by management dealing with the problem, which psychologically destroys the mental and emotional state of workers.
1.3 Purpose of the Study
For every act, there must be a reason and in light of this, the purposes of this study are:
1. To discover what office equipment is all about.
2. To identify the contributions of modern office equipment on the success of business organization.
3. To examine the training needed for the operation of these office equipments.
4. To identify how to maintain them in the office.
5. To discover the problems associated with the use of these equipments.
1.4 Research Question
1. What is office equipment all about?
2. Do these modern office equipments actually have any contribution on the success of business organization?
3. Do the operation of these modern equipments need any training program?
4. Do these modern office equipments require proper maintence?
5. Is there any problem associated with the use of these modern equipments?
1.5 Significance of the Study
The significance of this study Òmodern office equipments and their contributions to the success of a business organization, a case study of NNPC Enugu depotÓ is that it will create awareness as well provide information on the roles these modern office equipment plays in seeing that NNPC Enugu depot achieve their goals and also meet up the standard. It is also recommended to the society in general and whosoever wishes to achieve efficiency on prudent.
1.6 Scope of the Study
The researcher is concerned with the contributions of modern office equipments to the success of business organization with particular reference to Nigerian National Petroleum Corporation (NNPC) Enugu depot in Enugu east local government area in Enugu state.
1.7 Definition of Terms
? Office: it is a place /room /building where clerical duties are carried out.
? Modern: involving up-to-date techniques or equipment. it is also refers as most recent or current
? Equipment: the tools / items needed for a particular purpose. In order words, it also means things that are needed to carry out work / job in the office; it could be electrical or manual.
? Researcher: person that carry out the piece of work.
? Accuracy: error free presentation.
? Machine: a device with an electrical power attached to it used in office production.
? Crude/Manual: equipment that require physical exertion of energy to operate.
? Efficiency: prompt delivering of jobs.
? Business: knowledge of commercial procedures i.e. buying and selling.
? Operation: the manner in which business is carried out.
? Production: output, increase in manpower.
? NNPC: Nigerian National Petroleum Corporation
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CHAPTE |
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