Abstract
Customers complaining of waiting too long to get served and poor quality service in removing stains and pressing items indicate that employees are not well motivated at the store. The plan to improve motivation at the store will involve setting performance goals. Employees’ results will be regularly reviewed, and feedback provided accordingly. Each section will have a head responsible for the performance of employees. Achievement of performance targets will attract both financial and non-financial rewards. Establishing a proper record system as well as finances from the top management will support the plan.
Motivation issue
There seems to be a motivation problem on the employees at the stores. Motivation is the drive or force that induces an individual to direct his efforts to achieve a particular goal. The complaints from customers indicate that employees at the store are not motivated since motivated employees work hard even without supervision. Less motivated employees do not recognise the importance of offering quality services to clients. In such cases, customers complain of poor quality servicers and long waits before being served.
Plan to increase motivation
- Setting goals: It is difficult for employees to work hard if they are not aware of the expected results. Introducing performance measures or goals will enable employees to direct their efforts to achieve the targets. For instance, in the customer service department, performance measures and goals can be based on the average length of service. In addition to setting goals and performance measures, employees will be enlightened on the importance of meeting those goals to the success of the organization. When employees know the importance of their goals to the overall organizational objective, they will be motivated to work hard. Employees will be involved in establishing performance targets and measures.
- Continuous feedback: The performance of employees shall be monitored on a monthly basis. Employees will then be given feedback on their performance against set targets. Feedback will important in enhancing intrinsic motivation among workers. Some employees will be motivated by achievement of set goals. Regular performance evaluation and feedback will ensure that the management takes corrective measures in a timely manner and that employee concerns or problems are solved promptly.
- Rewards: The plan will involve giving rewards to employees who meet or exceed their targets. The incentives range from monetary rewards such as salary increase, bonuses, among others, to non-monetary rewards such as recognition. It also includes the introduction of employees of the year awards.
Control system to monitor employee motivation
A leader will be selected for each department. The leaders will be responsible for the performance of their areas and will be answerable to the partners. Clerks in the customer service will have a leader, so will the pressers and spotters. The leaders will from time to time review the performance of employees within their areas and report to the partners. In addition, they will handle employee issues that affect their performances.
In addition, a proper recording system will be established. This will ensure the store has an updated record of the number of clients served, client service time, any complaints, among other details. This will allow the partners to evaluate the performance of individual workers as well as the departments.
In order attain transparency; an independent party will do performance evaluation. The partners will also support the plan financially through a reward scheme. This is to recognise the fact that monetary rewards are necessary to enhance the motivation of employees. It will also include training programmes to develop and improve employee skills. Employees will be motivated when they have the necessary skills to perform the tasks.
