Influence of Motivation and Training on Employee Performance in Call Centers

The provided content consists of a set of research articles and studies that explore various aspects of employee motivation, training, development, and organizational effectiveness. The papers examine the impact of strategic choices, institutional processes, and coevolutionary forces on structures in European call centers (Graves et al., 2013). Additionally, they investigate how transformational leadership and employee motivation combine to predict pro-environmental behaviors in China (Graves et al., 2013), as well as the effects of employee training on environmental attitude and firm performance in sustainable development (Ji et al., 2012). The studies also explore the relationship between employee motivation, job performance, and organizational effectiveness. Finally, they examine the role of corporate social responsibility in internal employee motivation and the transfer of training.

Research Proposal
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Table of Contents
Title .....................................................................................................................................................3
Introduction .........................................................................................................................................3
Literature review..................................................................................................................................3
Research questions .............................................................................................................................3
LITERATURE REVIEW.....................................................................................................................4
Theme 1: Training and development .............................................................................................4
Theme 2: Assessing the effectiveness of training and development session ..................................5
Theme 3: Relationship between training and development and employee motivation ..................6
Theme 4: Benefits of employee motivation ....................................................................................6
Methods ...............................................................................................................................................6
Access and ethics .................................................................................................................................7
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TITLE
To identify the impact of training and development on employee motivation – A study on
Primark UK.
INTRODUCTION
In the modern era, employee motivation has become one of the most crucial aspects of
organizations. Nowadays, wide range of tools and techniques of motivation are used by businesses
in order to encourage employees and motivate them to give their best. At present the competition
among businesses in retail supermarket industry has become so intense that it is not easy for any
company to gain competitive advantage over other market players. Along with this, organizations
are also facing issues in developing strategies which can provide them with advantage and help
them to sustain in marketplace. The main reason behind selecting this topic is the growing
importance of training and development program and employee motivation within companies
(Arneson, Rothwell and Naughton 2013). It can be expressed that with the help of present research,
the scholar will be able to identify what kind of impact does training and development programs
really have on employee motivation level. Another reason behind selecting this research is that it
will help the scholar to develop knowledge about areas such as effectiveness of different training
methods, link between training and development and employee motivation.
RESEARCH QUESTIONS
Aim
To identify the impact of training and development on employee motivation – A study on Primark
UK
Objective
 To determine the need and importance of training program
 To identify the link between employee motivation and training and development
 To recommend different strategies through which Primark can motivate workers through
training sessions
Questions
 What is the need and importance of training program?
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 What is the link between employee motivation and training and development?
 What are the different strategies through which Primark can motivate workers through
training sessions?
LITERATURE REVIEW
Theme 1: Training and development
According the view points of Arneson, Rothwell and Naughton (2013) training and
development is one of main HR functions which is highly concerned towards making improvement
in the current performance level ODF employees. Moreover, T&D activity assists employees in
performing the business activities more effectively and efficiently. However, on the critical note,
Saks, Salas and Lewis (2014) argued that T&D activity places emphasis on upgrading the
competency level of personnel which helps them in achieving success in both current and future
time. Moreover, training activity enables firm to bettering the job performance of individuals and
thereby organization's productivity as well as profitability. On the other side, Brekelmans, Poell
and van Wijk (2013) describes training activity as an ongoing efforts that are made by the business
organization with the aim to enhance the employee performance and productivity level. In this way,
training activity may result into high level of employee motivation. However, on the critical note,
Garavan and et.al., (2012) criticized that training activity may sometimes resulted into high stress
among the personnel. Moreover, employees have liability to manage their work along with the
training session. Thus, over training session sometimes may cause of high level of stress and
thereby influence the performance of employees in the negative direction (Importance of
Motivation, 2016).
In accordance with the views of Qayyum and et.al., (2012) training activity helps company
in reducing the level of wastage to the large extent. Moreover, when personnel have idea in relation
to performing the work then it may result into optimum use of the resources. Further, training
activity also helps in reducing the employee turnover to the large extent. Moreover, when training
activity offers opportunity to them in relation to the growth and advancement. In this way, training
activity offer benefit to the firm. Further, on the other hand, Quesada-Pallares (2012) said that
training activity not only offers benefit to the firm but also it is beneficial for the personnel.
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Moreover, training activity build up the confidence level of personnel to the large extent. Moreover,
employees are encouraged to perform better when they have idea regarding the working aspect. In
this way, T&D activity offers high level of benefit to the company and employees as well.
Theme 2: Assessing the effectiveness of training and development session
As per the view points of Baldwin (2016) there are mainly two types of training methods
that can be used by the business organization to upgrade the skills and competency level of the
personnel. Authors said that on the job training method is highly effectual which provides
employees with the practical knowledge. In this regard, mentoring is the effective method which
develops familiarity among the personnel about the working aspects. However, Elvish and et.al.,
(2014) criticized that off the job training are not highly beneficial in comparison to the on the job
methods. Moreover, in the retail sector satisfaction level of the customer is highly influenced from
the services offered by the personnel. In this, if at workplace trainee or intern fails to deliver the
effectual services to the customers then it closely influences the satisfaction level of customer in the
negative direction.
By conducting investigation, Iqbal and et.al., (2014) found that off the job training methods
are highly effectual. Moreover, by conducting the role play session decision making and problem
solving ability can be developed among the personnel. Further, it also develops the ability of the
personnel about how to work in a team by maintaining the co-ordination level. However, Ji and
et.al., (2012) claimed that team conflict is one of the main factors which negatively impacts the
motivational aspect of personnel.
In contrast to this, Torraco (2016) stated that job rotation is the effectual technique which
offers opportunity to the personnel to build up their proficiency level regarding the varied field or
aspects. In this, by practising such technique company can raise the competency level of their
personnel. However, Arneson, Rothwell and Naughton (2013) argued that job rotation method
sometimes may result into dissatisfaction among the personnel. Moreover, employees usually resist
towards the change because they do not prefer to out from their comfort zone. In this way, job
rotation technique places negative impact on the productivity and profitability of employees.
However, Saks, Salas and Lewis (2014) presented that by conducting workshops business
organization can raise the motivational aspect of personnel. Besides this, presentations also helps
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personnel in enhancing their communication skills to the significant level.
Theme 3: Relationship between training and development and employee motivation
According to Cadwallader and et. al., (2010) training and development program tends to
motivate workforce so they can effectively focus upon organizational success. It facilitates to create
goodwill of the business in the marketplace with increased rate of return. Generally employees feel
happy to learn new things because it makes possible to complete the work in relatively less time
span. This will be effective for corporation to focus upon innovation and expansion as well as long
run growth. For example, training and development program tends to increase efficiency of entire
business as it proves to be effective to cater need of personnel in an effectual manner. However,
semi-skilled employees can be motivated only with the help of learning programs. Skudiene and
Auruskeviciene (2012) explained workforce at higher level has motivation from learning and they
focus upon exploring knowledge of personnel. It proves to be effective to ensure proper
contribution of all workforce in the progress of corporation. It reflects that motivation can be
arrived through training and development. However, there can be negative relation of motivation
with training and development because workforce tend to focus upon monetary reward. Owing to
this, it is very important for business to impart training along with monetary benefit of those doing
good.
Danish and Usman (2010) asserted that training focuses upon increasing expertise of
personnel through which they become more confident as they get time to time training accordingly
with lacking areas. However, many of the times employees deliver right information to personnel so
they can effectively secure their good position in the company. It assists management to cater need
of personnel by enhancing their knowledge and competency. Lăzăroiu (2015) argued that training
and development gives short term motivation whereas monetary reward tends to derive long term
motivation. Owing to this, corporation focuses upon personal and professional growth of employees
by catering their need in most effectual manner. This shows that training and development programs
are considered as the important aspect for boosting morale of employees ans shifting their focus
towards work. It will be effective in retaining personnel for longer time span and creating
competitive edge of the business in the marketplace.
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Theme 4: Benefits of employee motivation
Motivation refers to focusing upon expectations and need of personnel and implementing
strategies to meet the same. This aspect make it possible for retail sector or any other sector to
increase productivity and maintaining good performance for longer time span. However, employees
are considered as the most precious assets for the business as they contribute towards success. For
this purpose, employee motivation is necessary whereby clients or customers can be satisfied by
getting good quality of services. Graves, Sarkis and Zhu (2013) asserted that motivation can be
given in different ways such as appreciation, incentive and learning or promotion whereby
employees feel valued in company. At this juncture, retail sector ensure workforce participation in
the decision making process so they can come to know about their need. However, this need can be
related to learning and problems which are being faced in completing the work. Bakker and Leiter
(2010) argued that participation is based upon knowledge and competency of personnel otherwise it
may be just wastage of the time. At this juncture, workforce can be contacted to get information
related to their issues and then accordingly appropriate learning is provided to them.
According to Sandhya and Kumar (2011) employee motivation facilitates to create
competitive edge of the business. Though, less skilled workforce are also motivated by offering
continuous learning so as to enhance their confidence. This in turn company can effectively
contribute towards meeting expectations of all stakeholders. However, motivation is not only
helpful for company but facilitates to retain workforce as well. It is because motivation tends to
generate positive feeling among workforce and accordingly they devote much of their time
(Morrell, 2011). Apart from this, employee motivation help management to reduce cost of
production because satisfied and motivated workforce tend to give their best. Accordingly,
creativity is brought among employees as they get chance to do new work due to continuous
learning. It assists corporation to reduce overall cost and increase margin of profitability. Fernandez
and Pitt (2011) argued that higher staff retention is done only through motivation. This enables
management to reduce recruitment cost. This aspect ensures that productivity and profitability of
business go up with skilled and competent workforce.
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Manzoor (2012) reflected that employee motivation seeks better reputation of the business
due to good relationship of workforce with their clients as well as suppliers. It is also helpful for
expansion of business because motivated personnel push business in the upward direction by
increasing number of customers.
METHODS Research approach- It can be termed as the action plan or strategy which is used by a
scholar in order to carry out research on a particular topic. Furthermore, inductive and
deductive are the two main categories in which the concept of research approach can be
broadly classified (Silverman, 2016). In studies where deductive approach is used,
hypothesis is developed by researcher with an objective to attain aim and objective of the
study. On the other side of this, inductive approach relies on observation and theories for
carrying out study in the best possible manner. For the purpose of conducting study on
identifying impact on training and development on employee motivation, inductive
approach will be used. The key reason behind selecting this approach is that the data will be
collected from managers of Primark with the help of a questionnaire. Research philosophy – The concept of research philosophy is linked with the belief and
values of researcher which supports in process such as collection of information and
carrying out analysis of the same for obtaining valid conclusion (Panneerselvam, 2014).
Interpretivism and positivism are the two common form of research philosophy which is
being used while carrying out any research. The present research aims at identifying the
impact on training and development on employee motivation and therefore, the scholar will
be using interpretivism philosophy. It can be stated that the use of above mentioned
philosophy is more effective because it is subjective in nature and entirely dependent on
reality. Thus, as per the nature of present research, interpretivism philosophy is more
appropriate and effective. Research design – The use of research design helps in identification of a particular problem
linked with research and then act according to the same. Furthermore, case study,
exploratory, case and effect, descriptive etc. are the major research designs which are being
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used to conduct investigation (Blumberg, Cooper and Schindler, 2014). The present research
report aims at identification of impact on training and development on employee motivation
and for this purpose the researcher will be adopting exploratory design. The main reason
behind using this design is that it will support in exploring different factors linked with the
topic under investigation. Data collection- It can be termed as one of the most important section of research as it
focuses on selection of various sources from which data can be collected (Wang and et.al.,
2013). This research aims at identifying impact on training and development on employee
motivation and therefore the researcher will be using both primary and secondary sources of
data collection. Here primary data will be gathered from managers of Primark UK whereas
secondary information will be collected from online sources, books and journals. Sampling – It can be termed as the process in which the researcher selects appropriate
sample and its size in order to gather primary information (Bastow, Dunleavy and Tinkler,
2016). For the present study, purposive sampling technique which is a part on probabilistic
sampling method will be adopted. Here the sample size of 30 managers of Primark UK.
 Data analysis - It is the process in which different type of techniques is used by research to
carry out evaluation of data collected from various sources. The aim of this research is to
identify impact on training and development on employee motivation (Pfefferbaum and
Nitiéma, 2014). For this purpose qualitative technique of data collection will be used. The
data gathered will be presented through different charts and tables whereas evaluation will
be done using thematic method.
ACCESS AND ETHICS
In such investigation researcher will primarily take permission from the managers of
Primark before conducting survey. In this way, researcher will maintain the ethical aspect and
thereby raise the effectiveness of study. Further, researcher will access secondary data from the
authentic sites which are protected from copyright. Moreover, authentic websites offer reliable and
latest information about the topic or issue. Along with this, ethical aspect will be maintained by the
scholar by making proper referencing of the source from which data has been gathered. In addition
to this, scholar will not disclose information provided by the managers. In this way, confidentiality
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will also be maintained by the scholar to the large extent.
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REFERENCES
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Online
Importance of Motivation., 2016. [Online]. Available through:
<http://www.leadership-central.com/importance-of-motivation.html#axzz4P8TeTEdC>.
[Accessed on 5th November 2016]
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