Employee Motivation Schemes and Staff Retention: A Case Study on M&S
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This research report evaluates the impact of employee motivation schemes on staff retention in M&S. It includes literature review, research methodology, findings, and discussion. Suggestions for managers are also provided.
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Unit 11 – Research Project - Part 1 and Part 2
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Table of Contents Chapter One: Introduction...............................................................................................................1 1.1 Research Aim and Rationale............................................................................................1 1.2 Research Questions..........................................................................................................2 1.3 Research Objectives.........................................................................................................2 1.4 Significance of the Research............................................................................................2 Overview of organization.......................................................................................................2 Chapter Two: Literature Review.....................................................................................................2 2.1 Introduction of Literature Review;...................................................................................2 2.2 Main Body (with Headings and Sub-headings);..............................................................2 To analyse the significance of staff motivation within company for staff retention..............2 To evaluates the several motivational schemes kinds which are used by M&S....................3 To render few effective suggestions to managers of M&S to encourage staff......................4 2.3 Conclusion of Literature Review......................................................................................4 Chapter Three: Methodology...........................................................................................................4 Research philosophy:..............................................................................................................4 3.1 Research Approach;..........................................................................................................4 3.2 Research Strategy;............................................................................................................4 3.3 Research Methodology;....................................................................................................5 3.4 Research Tools;................................................................................................................5 3.5 Sampling;..........................................................................................................................5 3.5.1 Identifying Population and Research Site;....................................................................6 3.5.2 Sampling Strategy;........................................................................................................6 Time horizon..........................................................................................................................6 Questionnaires........................................................................................................................6 Chapter Four: Findings (Data Analysis and Presentation)..............................................................8
Chapter Five: Discussion (Data Interpretation).............................................................................10 Chapter Six: Conclusion, Recommendations and Implications for Further Research...................16 CONCLUSION....................................................................................................................16 Recommendation..................................................................................................................16 Implications for Further Research........................................................................................17 REFERENCES..............................................................................................................................18 Frequency distribution table..........................................................................................................21
Chapter One: Introduction Employee motivation is known to be the vital aspects at work area that drives towards the performance of activities as well as even the entity. Moreover, motivating its staff requires being a continuous routine. Additionally, it is essential for all organization and business as this enables management for meeting the objectives. Without motivation staff could not perform effectively and may reach to risky positions. In addition to this, encourage workers my drives towards maximize productivity as well as perform firm to attain higher level of outputs. In order to complete this research, M&S Company is undertaken which is also known to be Marks & Spencer. It is one of the developing multinational British retailers that were formed in year 1884 and having headquarters is in London, United Kingdom. This essentially sells clothing, home products and food products. It has about 1500 outlets that operates across the world that represents that they have higher growth and presence of market. The key intent of this report is to evaluate the impact of employee motivation schemes to staff retention. The topics that are going to be highlighted in this report are research aim, questions, objectives, literature review, and research methodology. Additionally, findings and discussion are also explained. Apart from this, recommendations and implication for further study are also described in this report. 1.1 Research Aim and Rationale Research aim “To evaluate the impact of employee motivation schemes to staff retention”. A case study on M&S. Research rationale The main intent behind conducting this particular study is to gain acknowledgements related to impact of workers motivation schemes to employee retention in firms. In addition to this, it might aids in understandings regarding numerous form so motivation schemes which are utilised by organization for retaining its workers. Moreover, the manners through that staff of M&S get inspired. Along with this, it assists scholars into both professional and personal respect. In professional respect, this could aids to obtain understandings about organisational strategies for encouraging as well a retaining its employees. In personal context, this aids into few competencies such as communication, data analysis and so on. 1
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1.2 Research Questions What is the significance of staff motivation within company for staff retention? What are the several motivational schemes kinds which are used by M&S? What are few effective suggestions to managers of M&S to encourage staff? 1.3 Research Objectives To analyse the significance of staff motivation within company for staff retention. To evaluates the several motivational schemes kinds which are used by M&S. To render few effective suggestions to managers of M&S to encourage staff. 1.4 Significance of the Research. Within organization, employees are undertaken to be the main assets and to inspire them is vital for managing its performance and productivity efficaciously. Additionally, the motivation of workers aids business in executing overall activities as well as functions on time and in efficient manner. Furthermore, respective study would also aids in knowing the effectiveness of employee motivation in order to enhance retention. In addition to this, the various motivational schemes forms and few effective suggestions to managers are also highlighted to inspire workers. Overview of organization M&S Company is undertaken which is also known to be Marks & Spencer. It is one of the developing multinational British retailers that were formed in year 1884 and having headquarters is in London, United Kingdom. This essentially sells clothing, home products and food products. It have about 1500 outlets that operates across the world that represents that they have higher growth and presence of market. Chapter Two: Literature Review 2.1 Introduction of Literature Review; 2.2 Main Body (with Headings and Sub-headings); To analyse the significance of staff motivation within company for staff retention. Employee motivation is known to be the vital aspects at work area that drives towards the performance of activities as well as even the entity. Moreover, motivating its staff requires being a continuous routine. Additionally, it is essential for all organization and business as this enables 2
management for meeting the objectives. Without motivation staff could not perform effectively and may reach to risky positions. In addition to this, encourage workers my drives towards maximize productivity as well as perform firm to attain higher level of outputs. To evaluates the several motivational schemes kinds which are used by M&S. Staff inspiration is a cycle which is utilized by the association with the goal that they can help the resolve of the worker toward the objectives of the organization. This is finished by the H&M so they can improve the excitement and energy level of the labor force. Some the inspirational plan that is utilized by the M&S for persuading their representative is: •Advantages and rewards: M&S utilized this inspirational plan where they reward their best representative so they feel as a feature of the association where their presentation is been perceived. Acknowledgment assumes an imperative part in expanding the inspiration of the representative. At the point when the labor force sees that they work is been compensated then they do the occupation in more viable and proficient manner. •Creating vocation: Every individual works in the organization with the goal that they can foster themselves for what's to come. So M&S gave instructional meeting to their representatives where there abilities and information are updated by the future necessities and needs. This assist them with inspiring their labor force as their own vocation is likewise been created by the human asset office. The office fosters their worker by giving them the training concerning how they can foster their expert vocation in more alluring manner Murmura and et. al,2018. •Taking part then in dynamic interaction: To support the resolve of the worker taking part them in dynamic will help each association. The organization additionally does as such by inspiring their worker to take an interest them in basic dynamic meeting, where their thoughts are welcomed and applied in the undertaking. This plan helps the M&S a ton as their labor force inspiration is so enthusiastic which they uses to build their work execution and help in improving the development of the organization. •Appropriate work space: on the off chance that the encompassing isn't great then representative spirit is diminishes a ton which influence them in improving position. Working spacematteratonforphysicalandpsychologicalwellness.M&Sgivesbeatworking encompassing to their representative so they can't feel disappointed and runs after accomplishing the objectives. Appropriate office for sitting, washroom, noon, cleanliness and surprisingly brief 3
break to deliver their pressure is all that variables through which association can expands the energy level of the representative. •Adaptable working hour: In one of the overview it is observed that adaptable working hour has a vital impact in the representative's life. It is observed that it will assists with expanding the inspiration level of the staff in more useful manner. M&S during the hour of pandemic gives adaptable work space were there worker can do remote working. This assists the organizationwithhelpingtheenergyjustasresolveoftherepresentativetowardsthe organizationIgor and et. al, 2020. To render few effective suggestions to managers of M&S to encourage staff. 2.3 Conclusion of Literature Review Chapter Three: Methodology Researchmethodologyisthetechniquesandstrategiesthatarerequiredtocollectthe information related to respective research field, the main aim of the research is to help researcher in the process of collection of information. Research philosophy: There are different philosophies that can be adopted in a researcher work, in present researches work there will be use of positivism research philosophy that can assist in the process of collecting of quantitative information. 3.1 Research Approach; It is regarded as the process in which data is required to be evaluated in effective manner . There are two types of approaches that includes inductive approach and deductive approach. In present research work there will be adoption of deductive approach to focus on collection of statistical information. 3.2 Research Strategy; There are different types of research strategies that can be selected in a research work as per overall specific requirements. These strategies include the action research, case study method, survey method and experimental research method. In present research survey strategy will be used where questionnaire will be select as a method to have sufficient information base in which information will be directly collected from the employees working in M&S. There will be use of 4
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case study method where adequate information base will be drawn by adoption of secondary method to have sufficient information base. 3.3 Research Methodology; It is the process of collecting information with respect to laid topic or subject in a research work. It assist in having authentic and reliable information base. There are different types of research choices that are available that includes mixed method, mono method and multi method. In present research there will be use of mono method so that there can be adequate base of quantitative information that can be selected by the researcher. 3.4 Research Tools; It is regarded as the tool that is carried by the research for the purpose of collection and determination of data with respect to specific investigation topic. It becomes crucial for researcher to select appropriate information so that overall defined outcomes can be achieved. There are two methods of collecting data that includes:Primary data collection:It is the type of information that is directly collected from the select source. It is carried out first time so that more authentic and reliable information can be collected by the researcher.Secondary data collection method:It is defined as the method that is focussed on collection of information from the published sources. In this method the information already exists and researcher is working towards addressing the gaps arising in the published data. Some of the sources from which secondary information can be collected includes articles, journal sources, books, publication, magazine and reputed newspapers. Justification:as per the above discussed research tools. There is focus on use of both primary and secondary data collection method. primary method is to be select where information will be drawn from them directly who will respondent the whole population. In secondary method there will be use of literature review in order to have sufficient information base collected from existing sources. 3.5 Sampling; It is the process in which specific sample is to be selected from the overall population. It becomes important for the researcher to select respondent as per determined aims and objectives. There are two types of sampling methods that includes probability sampling and non probability sampling method.Probability sampling:It is a method that helps in selection of respondents 5
without having any specific criteria. In this sample is selected by the investigator where there is gathering if information in specified time period.Non probability sampling: It is a sampling method in which participants are selected with specified criteria and requirements. In this there can requirement of longer time period as compared to probability sampling method. 3.5.1 Identifying Population and Research Site; In order to gain appropriate data, there are various sources like books, internet and so on. Along with this, this assists in gathering efficacious data in relation to chosen topic that drives towards accomplishment of effectual analysis and interpretation of data. Additionally, the staff of M&S are opted as population as this assists to obtain deep information regarding chosen topics. Beside it, workers also gain understandings related to firm’s norms and schemes that reduce problems while gathering information. 3.5.2 Sampling Strategy; Within current study, random sampling strategy is applied by scholar which is a kind of probability sampling. In addition to this, they key reason to opt it is that this is useful to obtain understandings related to particular chosen topics from numerous participants because of gaining productive outcomes. So, 35 staff of M&S are undertaken as respondents for conducting particular investigation. Time horizon Time horizon is the method in which appropriate time is scheduled to achieve aims and objectives. In this there is scheduling of each activity in systematic manner. There are two method that includes cross sectional time horizon and longitudinal time horizon. In present research cross sectional time horizon will be used that will assist in the process of completion of each task in effective manner. Questionnaires Questionnaire Name Age Gender Q1) As per your view point, do you know about the concept of staff motivation and retentions at work areas? 6
a) Yes b) No Q2)According to you, what are the employee motivation schemes impacts upon staff retentions in M&S? Positive impact Negative impact Q3)What are the different manners by which company can maximise their employee retention within workplace? a) By minimising the costs of recruitment. b) By maximising the number of experienced staff. c) By rendering firm committed staff d) By protecting the entity from losses of productivity Q4) Based upon your point of view, what are the distinct schemes of motivation applied through M&S to inspire its workers? a) Reward and incentives b) Promoting the transparency in work area culture c) Rendering the work life balance d) Understanding the staff activities Q5) According to you point of view, Is different scheme of motivation execution has affirmative impacts in employees retention? a) Yes b) No Q6) What are the various pros of implementing motivational scheme of employees in M&S? a) Maximise the productivity of staff b) Reduce the absentees of staff c) Develops the relations among staff and management d) Enhanced involvement of staff Q7) According to you, how does the different motivational schemes implementation can increase the staff retentions in work area? a) By enhancing job satisfaction 7
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b) By maximising the work area teamwork level. c) By developing clarity in its communication d) By rendering staff effective compensation for its potential. Q8) What are the several difficulties tackled through entity in relation to execution of motivational schemes? a) Inappropriate management of motivational schemes. b) Lacking in confidence into organisation c) Disputes in workplace d) Poor structure of leadership Q9)Accordingtoyou,whatarethedifferentsolutionswhichwouldbehelpfulin motivational schemes implementation to minimise employee turnover? a) Developing clear reporting structure b) Providing meaningful feedback c) Celebrating big and small milestones d) Implementing conflict management strategies Q 10)Any suggestion. Chapter Four: Findings (Data Analysis and Presentation) Frequency Distribution Table Q1) As per your view point, do you know about the concept of staff motivation and retentions at work areas? Frequency a) Yes30 b) No5 Q2)According to you, what are the employee motivation schemes impacts upon staff retentions in M&S? Frequency Positive impact25 Negative impact10 Q3)What are the different manners by which company can maximise their employee retention within workplace? Frequency 8
a) By minimising the costs of recruitment.9 b) By maximising the number of experienced staff.15 c) By rendering firm committed staff5 d) By protecting the entity from losses of productivity4 Q4) Based upon your point of view, what are the distinct schemes of motivation applied through M&S to inspire its workers? Frequency a) Reward and incentives16 b) Promoting the transparency in work area culture8 c) Rendering the work life balance6 d) Understanding the staff activities4 Q5) According to you point of view, Is different scheme of motivation execution has affirmative impacts in employees retention? Frequency a) Yes31 b) No4 Q6) What are the various pros of implementing motivational scheme of employees in M&S? Frequency a) Maximise the productivity of staff10 b) Reduce the absentees of staff15 c) Develops the relations among staff and management7 d) Enhanced involvement of staff3 Q7) According to you, how does the different motivational schemes implementation can increase the staff retentions in work area? Frequency a) By enhancing job satisfaction12 b) By maximising the work area teamwork level.8 c) By developing clarity in its communication10 d) By rendering staff effective compensation for its potential.5 Q8) What are the several difficulties tackled through entity in relation to execution of motivational schemes? Frequency a) Inappropriate management of motivational schemes.5 b) Lacking in confidence into organisation15 c) Disputes in workplace8 9
d) Poor structure of leadership7 Q9) According to you, what are the different solutions which would be helpful in motivational schemes implementation to minimise employee turnover? Frequency a) Developing clear reporting structure10 b) Providing meaningful feedback12 c) Celebrating big and small milestones8 d) Implementing conflict management strategies5 Q 10)Any suggestion. Chapter Five: Discussion (Data Interpretation) The concept of staff motivation and retentions at work areas. Q1) As per your view point, do you know about the concept of staff motivation and retentions at work areas? Frequency a) Yes30 b) No5 Employee motivation schemes impacts upon staff retentions in M&S. Q2)According to you, what are the employee motivation schemes impactsFrequency 10
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upon staff retentions in M&S? Positive impact25 Negative impact10 Different manners by which company can maximise their employee retention within workplace. Q3)What are the different manners by which company can maximise their employee retention within workplace? Frequency a) By minimising the costs of recruitment.9 b) By maximising the number of experienced staff.15 c) By rendering firm committed staff5 d) By protecting the entity from losses of productivity4 11
the distinct schemes of motivation applied through M&S to inspire its workers. Q4) Based upon your point of view, what are the distinct schemes of motivation applied through M&S to inspire its workers? Frequency a) Reward and incentives16 b) Promoting the transparency in work area culture8 c) Rendering the work life balance6 d) Understanding the staff activities4 Is different scheme of motivation execution has affirmative impacts in employees retention. 12
Q5) According to you point of view, Is different scheme of motivation execution has affirmative impacts in employees retention? Frequency a) Yes31 b) No4 various pros of implementing motivational scheme of employees in M&S Q6) What are the various pros of implementing motivational scheme of employees in M&S? Frequency a) Maximise the productivity of staff10 b) Reduce the absentees of staff15 c) Develops the relations among staff and management7 d) Enhanced involvement of staff3 13
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the different motivational schemes implementation can increase the staff retentions in work area. Q7) According to you, how does the different motivational schemes implementation can increase the staff retentions in work area? Frequency a) By enhancing job satisfaction12 b) By maximising the work area teamwork level.8 c) By developing clarity in its communication10 d) By rendering staff effective compensation for its potential.5 14
the several difficulties tackled through entity in relation to execution of motivational schemes Q8) What are the several difficulties tackled through entity in relation to execution of motivational schemes? Frequency a) Inappropriate management of motivational schemes.5 b) Lacking in confidence into organisation15 c) Disputes in workplace8 d) Poor structure of leadership7 the different solutions which would be helpful in motivational schemes implementation to minimise employee turnover. Q9) According to you, what are the different solutions which would be helpful in motivational schemes implementation to minimise employee turnover? Frequency a) Developing clear reporting structure10 b) Providing meaningful feedback12 c) Celebrating big and small milestones8 d) Implementing conflict management strategies5 15
Q 10)Any suggestion. Chapter Six: Conclusion, Recommendations and Implications for Further Research CONCLUSION Based upon the above study, it has been concluded thatemployee motivation is known to be the vital aspects at work area that drives towards the performance of activities as well as even the entity. Moreover, motivating its staff requires being a continuous routine. Additionally, it is essential for all organization and business as this enables management for meeting the objectives. Without motivation staff could not perform effectively and may reach to risky positions. In addition to this, encourage workers my drives towards maximize productivity as well as perform firm to attain higher level of outputs. Recommendation Based upon the above, some recommendation would be suggested to M&S are as follows: Asthere are various schemes of motivation through which talent strategies may maximise employee retention within workplace. Some of them areby increasing job satisfaction, by increasingthelevelofworkplacecollaboration,byimprovingclearcommunication,by providing employees appropriate compensation for their efforts and so on. So, it is essential for Sainsbury’s to opt effective one. The reason is that this provides numerous benefits to them such 16
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as it enhances employee productivity, it lowers employee absenteeism, it improves relationship between management and employees, increased employee engagement and many others. Implications for Further Research This study is conducted on staff motivation which is one of the essential talent management strategy. Additionally, this research is performed with assistance of primary and secondary information. So, the alternate research method that may be applied for further investigation is case study and survey strategy in order to accomplish study. 17
REFERENCES Books & Journals Ashton, A.S., 2018. How human resources management best practice influence employee satisfaction and job retention in the Thai hotel industry.Journal of Human Resources in Hospitality & Tourism.17(2). pp.175-199. Avci, B., 2021. Research methodology in critical mathematics education.International Journal of Research & Method in Education,44(2), pp.135-150. Bairagi, V. and Munot, M.V. eds., 2019.Research methodology: A practical and scientific approach. CRC Press. Bibi, P., Ahmad, A. and Majid, A.H.A., 2018. The impact of training and development and supervisor support on employees retention in academic institutions: The moderating role of work environment.Gadjah Mada International Journal of Business.20(1). pp.113-131 Coombes, J. and Ryder, C., 2019. Walking together to create harmony in research: A Murri woman’sapproachtoIndigenousresearchmethodology.QualitativeResearchin Organizations and Management: An International Journal. Degbey, W.Y. and et. al., 2021. The impact of psychological ownership on employee retention in mergers and acquisitions.Human Resource Management Review,31(3), p.100745. Dion, M.L., Díaz Ríos, C., Leonard, K. and Gabel, C., 2020. Research Methodology and CommunityParticipation:ADecadeofIndigenousSocialScienceResearchin Canada.Canadian Review of Sociology/Revue canadienne de sociologie,57(1), pp.122- 146. Igor, F., and et. al, 2020, November. Applied Aspects of Formation of Facilitation-Reflective Methodology of Personnel Motivation Management in the Energy Management System. InInternational Conference on Business and Technology(pp. 344-354). Springer, Cham. Kim, J., 2018. The contrary effects of intrinsic and extrinsic motivations on burnout and turnover intention in the public sector.International journal of manpower. Kurdi, B. and Alshurideh, M., 2020. Employee retention and organizational performance: Evidence from banking industry.Management Science Letters,10(16), pp.3981-3990. Murmura, F., and et. al,2018. Evaluation of Italian companies' perception about ISO 14001 and eco management and audit scheme III: Motivations, benefits and barriers.Journal of Cleaner Production.174. pp.691-700. Pai, S. G., Reuland, Y. and Smith, I. F., 2019. Data-interpretation methodologies for practical asset-management.Journal of Sensor and Actuator Networks,8(2). p.36. Pandey, P. and Pandey, M.M., 2021. Research Methodology Tools and Techniques. Babii, A., 2020.Importantaspectsoftheexperimentalresearchmethodology.Вісник Тернопільського національного технічного університету,97(1), pp.77-87. Pinos-Vélez, V., and et. al., 2020. Designing the Pre-Class and Class to Implement the Flipped Learning Model in a Research Methodology Course.IEEE Revista Iberoamericana de Tecnologias del Aprendizaje,15(1), pp.43-49. Rombaut, E. and Guerry, M.A., 2020. The effectiveness of employee retention through an uplift modeling approach.International Journal of Manpower. Ruzakova,O.V.,2021.Formationofindicatorssetthatcharacterizethelevelofstaff motivation.Восточно-европейский научный журнал. (1-4 (65)). pp.70-75. Song,C.E.,andet.al.,2021.INTEGRATINGEBPINTOANUNDERGRADUATE RESEARCHMETHODOLOGYCOURSEUSINGTHESTARMODELOF 18
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APPENDIX Questionnaire Name Age Gender Q1) As per your view point, do you know about the concept of staff motivation and retentions at work areas? a) Yes b) No Q2)According to you, what are the employee motivation schemes impacts upon staff retentions in M&S? Positive impact Negative impact Q3)Whatarethedifferentmannersbywhichcompanycanmaximisetheir employee retention within workplace? a) By minimising the costs of recruitment. b) By maximising the number of experienced staff. c) By rendering firm committed staff d) By protecting the entity from losses of productivity Q4) Based upon your point of view, what are the distinct schemes of motivation applied through M&S to inspire its workers? a) Reward and incentives b) Promoting the transparency in work area culture c) Rendering the work life balance d) Understanding the staff activities Q5) According to you point of view, Is different scheme of motivation execution has affirmative impacts in employees retention? a) Yes b) No Q6) What are the various pros of implementing motivational scheme of employees 20
in M&S? a) Maximise the productivity of staff b) Reduce the absentees of staff c) Develops the relations among staff and management d) Enhanced involvement of staff Q7) According to you, how does the different motivational schemes implementation can increase the staff retentions in work area? a) By enhancing job satisfaction b) By maximising the work area teamwork level. c) By developing clarity in its communication d) By rendering staff effective compensation for its potential. Q8) What are the several difficulties tackled through entity in relation to execution of motivational schemes? a) Inappropriate management of motivational schemes. b) Lacking in confidence into organisation c) Disputes in workplace d) Poor structure of leadership Q9) According to you, what are the different solutions which would be helpful in motivational schemes implementation to minimise employee turnover? a) Developing clear reporting structure b) Providing meaningful feedback c) Celebrating big and small milestones d) Implementing conflict management strategies Q 10)Any suggestion. Frequency distribution table Q1) As per your view point, do you know about the concept of staff motivation and retentions at work areas? Frequency a) Yes30 b) No5 Q2)According to you, what are the employee motivation schemes impactsFrequency 21
upon staff retentions in M&S? Positive impact25 Negative impact10 Q3)What are the different manners by which company can maximise their employee retention within workplace? Frequency a) By minimising the costs of recruitment.9 b) By maximising the number of experienced staff.15 c) By rendering firm committed staff5 d) By protecting the entity from losses of productivity4 Q4) Based upon your point of view, what are the distinct schemes of motivation applied through M&S to inspire its workers? Frequency a) Reward and incentives16 b) Promoting the transparency in work area culture8 c) Rendering the work life balance6 d) Understanding the staff activities4 Q5) According to you point of view, Is different scheme of motivation execution has affirmative impacts in employees retention? Frequency a) Yes31 b) No4 Q6) What are the various pros of implementing motivational scheme of employees in M&S? Frequency a) Maximise the productivity of staff10 b) Reduce the absentees of staff15 c) Develops the relations among staff and management7 d) Enhanced involvement of staff3 Q7) According to you, how does the different motivational schemes implementation can increase the staff retentions in work area? Frequency a) By enhancing job satisfaction12 b) By maximising the work area teamwork level.8 c) By developing clarity in its communication10 d) By rendering staff effective compensation for its potential.5 22
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Q8) What are the several difficulties tackled through entity in relation to execution of motivational schemes? Frequency a) Inappropriate management of motivational schemes.5 b) Lacking in confidence into organisation15 c) Disputes in workplace8 d) Poor structure of leadership7 Q9) According to you, what are the different solutions which would be helpful in motivational schemes implementation to minimise employee turnover? Frequency a) Developing clear reporting structure10 b) Providing meaningful feedback12 c) Celebrating big and small milestones8 d) Implementing conflict management strategies5 Q 10)Any suggestion. 23