Workplace Discrimination in DHL Company

This report explores the impact of workplace discrimination and harassment on the quality of service delivery in DHL. It discusses the concept of workplace discrimination and harassment, the importance of the study, and the measures to overcome discrimination and harassment within the organization.

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Workplace Discrimination in
DHL Company
Module Tutor: Kwabena Frimpong
Student Name: Victoria Roxana Lupascu
ID Number: 24363

Topic: Workplace discrimination and harassment and impact on quality of service delivery
in DHL.
Contents
INTRODUCTION...........................................................................................................................1
Structure of the report.................................................................................................................1
Research Aim..............................................................................................................................1
Research Objectives....................................................................................................................1
Research questions......................................................................................................................2
Importance of Study.........................................................................................................................2
Literature Review.............................................................................................................................2
Summary of Literature Review........................................................................................................4
Research Methodology....................................................................................................................5
Proposed time scale/ Gantt chart......................................................................................................7
Data analysis and Interpretation.......................................................................................................9
Results and Discussions.................................................................................................................20
Research limitation/ Evaluation.....................................................................................................20
Areas of future research and recommendation on areas of improvement.....................................21
CONCLUSION..............................................................................................................................22
REFERENCES..............................................................................................................................23
Appendix.......................................................................................................................................24
QUESTIONNAIRE......................................................................................................................24

INTRODUCTION
Workplace discrimination is referring as usage of different policies by management of an
organisation for employees by considering the factors like age, sex, religion, colour etc. The
impact of this over an organisational image is negative. This will also diminish the employee’s
performance and create distrust towards organisational functioning. Harassment is wide in nature
from the determinant of workplace discrimination (Marchand, Gonzales and Williams, 2019).
This includes usage of tactics by management against an employee to hinder from the
ascertainment of basic rights. This is worse in nature and have wide worsened impact over
organisational functioning in market. It is important for each kind of organisation to focus over
these two different determinants for the purpose of attaining long term success in market.
Elimination of these is important part in every organisation as help in creating positive working
culture along with brand image in market. This will help in attraction of potential talented
candidates and clients towards an organisation that contributes to continuous growth in future.
The organisation considered to carry on research is DHL. This is an American German courier,
parcel, and expresses mail service which is a division of the German logistics company Deutsche
Post DHL. Deutsche Post DHL is a German postal and global messenger administration
organization with home office in Bonn. The organization is the successor to the Deutsche Bund
post, Germany's administration office liable for postal administrations before being privatized in
1995. It turned into a completely autonomous organization in 2000 and converged with DHL
through obtaining in 2002.
Deutsche Post DHL has since developed to get one of the main coordination’s
organizations around the world. Deutsche Post DHL's complete income in the monetary year of
2018 added up to over 61.5 billion euros and the organization's all out resources in that
equivalent year remained at around 50.5 billion euros. Today, the German organization has a
normal number of more than 489,500 workers worldwide and conducts business in more than
220 nations, working in the accompanying sections: Post-eCommerce-Parcel, DHL Express,
DHL Supply Chain and DHL Global Forwarding/Freight. In 2018, the income from the express
post part added up to more than 16 billion euros.
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Structure of the report
The different aspects cover in this report in relation to effective completion of this
research includes framing of research aim, objectives, questions, literature of study, research
methodology, proposed time scale/Gantt chart, data analysis & interpretation, results and
discussions, research limitation/ evaluation, areas of future research and recommendation on
areas of improvement and conclusion. The importance of effective completion of all aid in
proper formulation of report along with presentation of appropriate results (Flick, 2015).
Research Aims and Objectives
The research aimed to identify the influence of Workplace discrimination and Harassment on
quality of customer service delivery of an organisation. A case study on DHL. The main research
objectives are to ascertain the information about the concept of Workplace discrimination and
Harassment and to determine the impact of Workplace discrimination and Harassment on quality
of customer service delivery of DHL. Further aim is to identify the measures that will help to
overcome from Workplace discrimination and Harassment within an organisation.
Research questions
 How can workplace discrimination and harassment impact on quality of service delivery
of DHL?
 What will be the measures that help to overcome from Workplace discrimination and
Harassment within an organisation?
Importance of Study
This study is important because it helps an individual, society and organisation by
increasing awareness regarding the harassment and discrimination at workplace and its impact on
business organisation and customer’s trust. Along with this, this researcher will also support
researcher by improving its knowledge about the workplace discrimination and increasing
different types of research skills such as data collection, time management, data analysis,
literature review and many other relevant to the study (Goya, Corley and Hamilton, 2013). This
is the main issue present in the organisation done based on the different factors. For ex., 8.2
million people have the view that they discriminated at workplace based on gender. The impact
of this has direct over employer in negative terms where it reduces their capacity to retain
employees for longer period of time that resultants into high employee turnover.
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Literature Review
Literature review refers as a documentation and process of the current relevant research
literature about a specific topic or subject of interest. It is a summary and explanation of research
findings reported within literature. Therefore, literature review is a process of data collection
used by researcher for gathering in-depth and previous published information from number of
sources including magazines, books, articles, publication research, journals and many other
sources relevant to the topic. Main rationale of literature review is to find out consequences in
previous study. These consequences are mainly related with the conflicts and gaps in previous
studies. Along with this, literature review is a useful part of research as it supports researchers to
deal with each objectives of the research project and attain as per the same (Graham and et. al.,
2019).
Concept of Workplace discrimination and Harassment
According to the Benstead (2018), Workplace discrimination is linked to different biases
and arises when a person is treated unfairly for reasons of orientation, gender, ethnicity, religion,
pregnancy and disability. It is a major issue within an enterprise that has an unfavorable impact
on the success of both company and employees. Furthermore, employment discrimination is
linked to treating, or attempting to treat, others unfairly because of law-protected individual trait
or function. On the other hand, Workplace harassment refers to the threatening or belittling
behaviour directed at a single employee or a group of workers. As both workplace discrimination
and harassment are main issues over an organisational performance. There are many factors that
cause discrimination at workplace. All these are defined below:
Retaliation: With this kind of work separation, a business makes a move against a
representative for either recording a business segregation guarantee or went about as an
informant
Sex discrimination: This is about discrimination based on gender. For ex., less payment
and growth opportunities to female workers.
Racial discrimination: With these segregation cases, a candidate or representative is
dealt with horribly because of their race or has been bothered because of their race.
Disability discrimination: This is about discrimination due to inability of a person as
compared to other either able to perform the work properly.
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There are many challenges associated with the addressing the issue of workplace
discrimination within an organisation. The first is about the employer nature. The main aim of
the employer is to earn profit and reduce the costings. In this regard, they followed unethical
practices that discriminate between the employees based on the different factors. The second
point is also about the presence of office politics that restricts the application of effective
practices of morally correct in nature.
The impact of Workplace discrimination and Harassment on quality of customer service
According to the Harness (2018), harassment and discrimination at workplace have
negative or direct impact over quality of customer service. Inclusion and diversity efforts
may also end up being ignored by business managers, which also affects their customers.
There are certain impact of harassment and discrimination on customers including
inappropriate behaviour of employees, payment and its related issues and late delivery. These
are biggest issues that have unfavourable impact on customers. As it turns to impact on
organisation by reducing number of customers, decrease trust and loyalty of customers, higher
employee turnover rate etc. These issues are also impact on business reputation and goodwill in
customer’s mind.
The presence of discrimination does not affect the working of those who are affected but
also creates the negative environment where everyone feels discriminated. The direct of this is
have upon on the performance of all employees that resultants into the poor deliverance of
services. The quality of working is not only diminished but the change in behaviour also creates
the negative perception about the organisational services in market.
As per the view presented by Van Vliet and et. al., (2019), ISO/IEC 25010 is an effective
quality model that is cornerstone of the product quality evaluation system. This model helps an
organisation by determining which quality characteristics will be followed when analysing the
properties of a software product. The quality of an effective system is the level to which the
system fulfils the stated as well as implied requirements of its different stakeholders, and
therefore gives value or importance. Those stakeholders require (functionality, security,
maintainability, performance etc.) are incisively what is delineated within the quality model, that
categorizes or classify the quality of product into characteristics and sub-characteristics.
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Illustration 1: ISO/IEC 25010 is a quality model
(Source: ISO/IEC 25010 is a quality model. 2020)
Application of quality service model SERVEQL
It is one of the effective model that was developed by the American marketers named
Valarie Zeithaml, A. Parasuraman and Leonard Berry in year 1988. This has the main work
related to measurement of the service quality experienced by consumers. In the initial steps,
emphasis is provided over development of quality systems in respect to the improvement of
product quality. Over the period of time, this has significant amount of relevance in improving
service quality. The positive impact of same will be ascertained by an organisation as
competitive edge in futuristic business operations. This model focuses over qualitative analysis.
While analysing transaction, major focus is provided over general and environmental factors that
associated with its performance. Initially, it is helpful in measurement of the 10 aspects related to
service quality such as credibility, security, reliability, responsiveness, competence, access,
courtesy, communication, understanding of the customer & tangibles and measuring of gap
between consumer experience and expectations. Afterwards, these 10 collapsed into five
dimensions RATER. These are known as Reliability, tangibles, responsiveness, assurance and
empathy. This is used twice in respect to analyse information in two different form such as
expectations and perceptions. The detailed level explanation of dimensions is provided below;
Responsiveness: This focuses over point of willingness to help consumers and
providence of prompt services in respect to satisfying their needs.
Assurance: This is about the knowledge and courtesy of employees and their ability to
convey trust and confidence.
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Tangibles: This is about physical facilities presence, equipments, personnel and
communication materials.
Empathy: This is about caring and providence of individualised attention provided by
firm to its customers.
Reliability: This is about ability to perform promised services dependably and
accurately.
Acceptance of all these will help an organisation to improve their services along with
deliverance of positive experiences to consumers. Effective level of dual application will provide
an opportunity to build strategies and practices that aid in further delievring positive experiences.
The measures that help to overcome from Workplace discrimination and Harassment within
an organisation
There are some forms suggested to the organisation in addressing the issues of
discrimination and harassment in the workplace according to the Weekes 2017. The description
in respect to this is further explained in detailed form. First, company should be educating all
workers regarding discrimination. As it supports them to retain employees for long time and
maintain them strong relationship. Second, organisation will educate its managers and executive
on how to handle discrimination and harassment in the workplace. As it supports an enterprise in
improvement of its growth and success at marketplace. Third, company must adherence of all
government legislations; develop positive working culture and formulation effective
organisational structure. As it turns to support them in reduction of discrimination and
harassment in workplace. This will also assist company in enhancement of its brand reputation
and market image in customer’s mind. Fourth, an organisation must focus over adoption of TQM
approach as this will help in adding up of quality among all other aspects performed by
employees. This has direct impact over the reduction of discriminative practices as all loopholes
from where it delegates or disseminate will be captured and removed. In future, this will have
positive impact where all employees adopt the quality approach regarding performance of their
work. This also have future benefit regarding development of behaviour implications that have
negative impact over consumers and other staff members. Fifth and last, an organisation must
focus over training that includes both that how to remove the aspect of discrimination along with
improvement of their skills regarding their work. This will must provide dual benefit to an
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organisation where they able to get rid of discrimination along with attainment of improved
service deliver level.
Summary of Literature Review
From the above-mentioned literature review, it has been summarised that discrimination
and harassment at workplace have negative impact over quality of customer service delivery
within an organisation. Harassment and discrimination among employees have negative impact
on business performance of Organisation. As it reduced productivity, increased higher employee
turnover, decreased sales and many others. These are main issues that turn too impacted
overgrowth and success of company at marketplace (Green, Camille and Elmore, 2012).
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Research Methodology
This is referring as the use of specific techniques and procedures for the purpose of
carrying investigation in form of identifying, selecting and analysis of data related to the study
topic. The importance of this section will be ascertained in the manner of its supporting role to
reader in process of determining the validity and reliability of the topic study (Kumar, 2019). To
carry on this section, the method of research onion will be used as this will provides an
opportunity in determining the best method of research by researcher in accordance with the
nature of study. There are many layers are present in research onion which are explained below
detailed manner.
Research philosophy: This is one of the important sections of research. This divides the
whole aspect of research in two different sections i.e. interpretivisim and positivism. The method
used for carrying this research will be positivism. The main reason behind the selection of this
method is that aid in effective collection and analysis of quantitative data relatable to the current
topic of study. The philosophy not used is named as interpretivisim. The main reason behind its
non application is the nature of covering qualitative research that requires a greater number of
resources.
Research Approach: The approaches which are used for the purpose of carrying
research are known as deductive and inductive. A deductive approach is mainly related with
“developing a hypothesis that is based on current theory, and then planning a research strategy to
test the hypothesis. Inductive approach is another type of approach that starts with the theories
and observations are projected towards the finish of the research process as an output of
observations.
The approach going to be use in the current research will be deductive (Marchand,
Gonzales and Williams, 2019). The main cause behind its application that help in ascertaining of
quantitative and reliable information. This will provide an opportunity in perfect determination
of the presence of workplace discrimination and harassment within an organisation along with its
impact over different functioning. The approach not used in this research will be inductive
because of its time-consuming nature and usage of large number of resources that impacts the
ability to get the results in short period of time.
Research strategy: This includes the collection of various strategies which are used for
the purpose of collecting data. The different strategies included under this are case study,
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interview, observation, focus group, questionnaire and many more. All these are considered as
main strategies due their performance in different situations. In accordance to the nature of the
current study, the method best suitable will be questionnaire. This will benefit the researcher in
form of ascertaining quantitative data without wastage of any time in expenditure of least amount
cost.
Research choice: There are two main choices of research. These are named as qualitative
and quantitative. In respect to the current nature of research, both methods will be used
qualitative and quantitative. This will provide an opportunity in collection of data within
specified period about the impact of workplace discrimination and harassment on quality of
customer service. The method of quantitative help to collect data in fast manner in quantitative
form whereas qualitative method provides an opportunity gather in form of opinions and views.
qualitative research is multimethod in centre, including an interpretive, naturalistic way to deal
with its topic. This implies subjective specialists study things in their regular settings,
endeavouring to understand, or decipher, marvels as far as the implication’s individuals bring to
them (Brown and et. al., 2019).
Data collection: To effectively complete the current research, two different methods of
data collection will be used i.e. primary and secondary. One of the tools from primary method
used regarding collection of information in appropriate manner will be questionnaire. The benefit
of this method will be ascertained by researcher in the form of attaining reliable and valid data in
short span of time. This method helps to grab the actual views of views of respondents which are
true in all sense and help to hold the information which is most relevant to the topic of research.
There are many other sources are like survey, interview etc. On the other hand, the method
which will be used by researcher to grab more information will be secondary sources. There are
many sources are present in this method includes newspapers, magazine, books, articles etc. The
main purpose behind the use of this method is to collect timely information without wasting of
time. The disadvantage associated with this method is that all information is second hand in
nature and does not have direct relation with the topic of research. The main point is that help in
determination of results in very less period. So, the reason behind the usage of both primary and
secondary in current research is attaining reliable information and determining the results in
short period of time (Resnick and Gallop, 2019).
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Sampling: This covers the information about the process used by researcher in selection
of respondents from total population. Here, the two common methods which are basically uses
includes probabilistic and non probabilistic. In relation to the nature of current research,
probabilistic sampling method will be used. This will provide an opportunity regarding selection
of respondents from large number of populations on random basis. The importance of same
ascertained in the form of attaining appropriate results. Here, 60 employees will be selected from
DHL to carry on the research activities and ascertaining the information. The reason behind
ignorance of non-probabilistic method that creates biasness in process of selecting respondents
from population that diminishes the viability of result (Lindsay et al., 2019).
Proposed time scale/ Gantt chart
Gantt chart is a sort of graphical presentation technique that is used by researcher or project
manager for analysing time duration of each activities. In this tool, number of research activities
have been included that facilities researcher in identification of starting as well as closing data of
each tasks or activities. As this chart support in completion of full project within a set time
period and in systematic manner (Ventrell-Monsees, 2019).
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Ethical Consideration of the Study
This is an important part of the study because it assists investigator in completion of each
activity of study in ethical and systematic way. There are several kind of research ethical
principles such as obtain informed consent from participants of study, reducing the hazard of
harm to research participants, defend confidentiality and anonymity, keep away from following
deceptive practices, offer potential participants right to withdraw and many other. All these are
main principles that must be applied by researcher for doing current study over discrimination.
As this will have helped them in achieving better outcomes of research easily.
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Data analysis and Interpretation
There are two approaches for data analysis which are inductive and deductive. In order to
analysis quantitative information about the harassment and discrimination, deductive approach
has been chosen. As it supports in analysation of information in easier manner. Along with this,
content analysis is an analytical tool that will be applied for analysing and interpreting
quantitative data. Under this method, number of themes will be made on each question (Fields,
2019). In order to analysis as well as interpret quantitative data, researcher will require to follow
some steps which are making of frequency table, developing graphs and interpreting quantitative
information. All these steps will be applied as below:
Theme 1: Time period spend as working in DHL
Q1. For how long have you been working within DHL? Frequency Percentage
frequency %
(a). Under a year
(b). 1- 2 years
(c). 2 – 4
(d). Over 4 years
20
15
15
10
33%
25%
25%
17%
Total 60 100%
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Interpretation: It is interpreted from the above graph that out of total 60 respondents, 20
are those not completed the one year of working within an organisation. 15 are those that are
serving in an organisation between 1 to 2 years. 15 are those that exist within an organisation
from 2 to 4 years and 10 spend time of more than 4 years.
Theme 2: The role you played within an organisation
Q2. How would you classify your role? Frequency Percentage
Frequency
(a). Individual Contributor
(b). Manager
(c). Director
(d). Executive
20
15
15
10
33%
25%
25%
17%
Total 60 100%
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Interpretation: It is ascertained from the above presented information that out of total
selected respondents, 20 employees have the role of individual contributor, 15 are manager, 15
are director and 10 are executive.
From the above-mentioned data, it has been related with the existing research findings or
secondary sources used for literature review. In this author had opinion as contribution of
individual person is main part of the business success and growth.
Theme 3: Specify the gender from you belong
Q3. What is your gender? Frequency Percentage
Frequency %
(a). Male
(b). Female
40
20
67%
33%
Total 60 100%
15

Interpretation: It is determined from the above information that from the selected
number of respondents 40 are males and 20 are females.
Theme 4: The understanding about the concept of discrimination and harassment at
workplace
Q4. I have basic understanding about discrimination and
harassment of workplace
Frequency Percentage
Frequency %
(a). Strongly agree 14 23%
(b). Agree 16 27%
(c). Strongly disagree 12 20%
(d). Disagree 8 13%
(e). Neutral 10 17%
Total 60 100%
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Interpretation: It is determined from the above graph that the number of respondents
who strongly agree with the aspect that they have information about discrimination and
harassment are 14. The 16 employees agree with same, 12 strongly disagree; another 8 disagree
and in last 10 have neutral opinion towards the understanding about the concept of
discrimination and harassment.
Theme 5: Description about the current position within an organisation
Q5. What is your current position in your organisation? Frequency Percentage
Frequency
(a). Contract workers 20 33%
(b). Human resources 15 25%
(c). Intern
(d). business associate
15
10
25%
17%
Total 60 100%
17

Interpretation: It is ascertained from the above presented information that out of the total
selected number of respondents for research, the number of contract workers within an
organisation are 20, another 15 are belong from the stream of human resources, next 15 are
interns and in last hold the position of business associate.
Theme 6: Description of the discrimination that experienced at working in DHL
Q6. Please select one type of discrimination that
you have experienced at DHL
Frequency Percentage
Frequency
(a). Religion
(b). Skin colour (racial)
(c). Gender/Sex
(d). Disability
(e). National Origin
16
15
12
7
10
27%
25%
20%
12%
17%
Total 60 100%
18

Interpretation: It is determined from the above graph that 16 respondents said the
discrimination they faced within DHL is related to religion, 15 said they faced related to skin
colour, 7 about disability and in last 22 respondents faced the discrimination due to the
belongingness from different national origin.
Primary information is correlated with the existing research or secondary data gathered
from articles, books, magazines and many other sources relevant to the topic. In this, author also
having same kind of opinion where agreed that different nature of discriminations are facing but
those which faced mostly and majorly includes religious and racial followed by gender.
Theme 7: Determination about the policy of DHL, they followed regarding reporting of
discrimination and harassment
Q7. How satisfied are you with
DHL policy which to report
discrimination and harassment?
Frequency Percentage
Frequency
(a). Very satisfied
(b). Satisfied
(c). Neutral
(d). Very dissatisfied
(e). Dissatisfied
14
16
15
8
7
8.4%
27%
25%
13%
12%
19

Total 60 100%
Interpretation: It is ascertained from the above graph that 14 respondents have the
opinion that they are very satisfied from the policy adopted by DHL to report discrimination, 16
have response that they are satisfied, 15 have neutral reaction towards the policies and its
working, 8 are those whom are very dissatisfied and in last 7 have the opinion that they just
dissatisfied. This clearly depicts that polices of DHL in relation to discrimination and harassment
is not up to the marl. Almost, 25% of respondents are not satisfied with the policies. Those who
agreed upon the effectiveness of policies are only 37.4%. There is no big difference between
those who satisfied and dissatisfied. So, there is requirement that DHL made relevant changes in
their discrimination and harassment policies. This can be done with the aid of adhering
legislations perfectly and building code of conducts. Also, there is need to formulate separate
team that directs the performance in same direction.
Theme 8: Determination of the time period regarding experiencing of discrimination and
harassment at workplace
Q8. How often do you experience discrimination and
harassment in the workplace?
Frequency Percentage
Frequency
(a). Monthly 14 23%
20

(b). Every two months
(c). Every three months
(d). Every 6 months
(e). Yearly
16
13
7
10
27%
22%
12%
17%
Total 60 100%
Interpretation: It is determined from the above presented information within the graph
that 14 respondents have the opinion that they faced the issues related to discrimination and
harassment on monthly basis. 16 respondents said they faced such kind of acts in every 2 months
and 13 have the opinion that in every three months something will be happened that presented as
discrimination and harassment. 7 respondents said they faced these acts in every month and in
last 10 are in the support of the option that they faced on yearly basis. So, this is a big issue in
within an organisation that needed to overcome through development of effective nature policies
and standards. Here, an organisation has to focus over development legislations along with
formulation of separate team that works in direction of effective level of implementation and
regular monitoring.
Theme 9: Determination of the impact of discrimination and harassment on the quality of
service delivery and performance at work.
Q9. How has it impacted on your quality of service
delivery and performance at work?
Frequency Percentage
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Frequency
(a). increased errors
(b). Poor customer service
(c). Increased complaints
(d). Job dissatisfaction
16
14
15
15
27%
23%
25%
25%
Total 60 100%
Interpretation: It is determined from the above information that 16 respondents said that
it increases the number of errors while they perform work, 14 said ascertained in the form of
poor customer service, 15 said the number of complaints are increased against to the work they
performed and in last 15 have the opinion that this diminishes their satisfaction towards job and
performing work within an organisation. It is clearly determined that presence of discrimination
and harassment having negative impact over service quality and work performance. The issues
that exists due to the existence of issue includes increased number of errors, poor customer
service, increased complaints and job dissatisfaction. There is need for implementing effective
level policies and standards that aid in getting rid of the issue. Also, to resolve the end impact of
an issue needed to adopt good working practices. In overall manner, this will help to build
positive working culture where everyone is performing actions with harmony.
Theme 10: Description of the practice that help to ascertain existence of discrimination
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Q10. How do you realise about discrimination exist in
your organisation?
Frequency Percentage
Frequency
(a). Behaviour of superiors
(b). Salary & wages
(c). Opportunities from growth
(d). Ignoring complaints by managers
15
16
15
14
25%
27%
25%
23%
Total 60 100%
Interpretation: It is gathered from the information present in graph that 15 respondents
said they identified the existence of discrimination within an organisation due to the biased
behaviour of superiors. 16 said that they ascertained its existence when they realised that not get
the same salaries or wages as other received working with them. 15 said they identified because
they are not able to get the opportunities of growth and in last 14 said that they believe on its
presence from the day when realised their complaints are ignored by managers. To get rid of the
issues there is need of implementing policies and adhering legislations. Also, managers who
ignore complaints needed to remove from the position. This will help in developing trust among
employees.
Theme 11: The discriminated behaviour observed in daily working of performance at
workplace
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Q11. What kind of discriminated behaviour have you ever
observed in daily working?
Frequency Percentage
Frequency
(a). Abusive language by seniors
(b). Spreading misinformation
(c). Practical jokes or teaching
(d). Others
19
17
15
9
32%
28%
25%
15%
Total 60 100%
Interpretation: It is determined from the above presented information that 19 respondents
have the opinion about use of abusive language by seniors that depicts discriminated behaviour is
used in daily workings. 17 respondents said the most the information spread is irrelevant, and the
purpose is our distraction in work that shows the use of discriminated behaviour to diminish
performance. 15 said the behaviour of practical jokes and teaching is used to realise that we are
not working properly as per the standards and in last 9 said that there are many other kind of
behaviour that were time to time for diminishing our performances & to discriminate with others.
Theme 12: The practice adopted while facing harassment within the working environment
Q12. What did you do in your work environment while facing
harassment in an organisation?
Frequency Percentage
Frequency
(a). I kept quite 16 27%
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(b). I reported to human resource
(c). I left the organisation
(d). I warn the harasser
14
15
15
23%
25%
25%
Total 60 100%
Interpretation: It is gathered from the above presented information that 16 respondents
said they keep themselves quite, 14 reported to human resources, 15 is in support of the point
that they left the organisation and in last 15 have the opinion that they are going to warn the
harasser. 27% of respondents said they keep quit. This is not good because this will makes the
whole situation worsen. There is need to made changes in working culture so employees feel free
to speak. In this regard, strict action needed to taken against all who has guilty. This create trust
and creating positive working culture.
Theme 13: Step adopted for reporting against the discrimination and harassment to high or
legal authorities
Q13. Have you ever tried to complaint about
discrimination and harassment to top level management or
legal authorities?
Frequency Percentage
Frequency
(a). Never 10 17%
25

(b). Rarely
(c). Sometimes
(d). Often
10
20
20
17%
20%
20%
Total 60 100%
Interpretation: 10 respondents never tried to complaint regarding the discrimination and
harassment to upper level management or legal authorities. 10 participants rarely complaint
regarding the same issues. 20 participants must complain sometimes regarding the harassment
and discrimination to the top management. Remaining 20 respondents are complained on regular
basis to the upper level management or legal authorises. Therefore, most of the respondents are
complaint often basis that have negative impact over business performance and growth of
company.
26

Results and Discussions
From the above-mentioned secondary data, it has been determined that harassment and
discrimination in the workplace have direct and bad effects on business success and repudiation.
These are major issues that also impacted on quality of customer service delivery of DHL. Along
with this, some authors have idea as, there is several measures that would be adopt by company
for eliminating the discrimination and harassment issues in the workplace (Bondor, Sicca and
BizTalk, 2019). These measures are development of positive working environment, adoption of
government policies, better training programmes and many others. These are effective ways that
must be used by company for reducing such type of issues and increasing trust of customers
towards their business services and products. As it turns to support DHL in increment of its sales
and market value.
It is ascertained that 17% of respondents never complaint about discrimination and
harassment to top level management or legal authorities. Another 17% said they complaint rarely
and another 20% having opinion that they compliant sometimes. In last, 20% said they complaint
often. A ccording to the Weekes 2017, there are many measures that will be effective in
nature to get rid of discrimination issues. According to the Harness (2018), there is huge
impact of discrimination on service and working performance. The same is ascertained from
primary research. There is huge impact of discrimination service quality because contribute
in rising of ground level issues. Also, there are many measures needed to adopt like
legislations and separate teams to improve functioning in same direction.
The results attained from the primary research and the aspects ascertained from the LR
part are providing same kind of results. It is ascertained from the both the most important point
which grabbed the negative effect due to discrimination is the ability of an employee to perform
well. Also, this wills resultant into demotivation of the entire staff that diminishes the overall
ability to provide quality services.
Research limitation/ Evaluation
I have used different methods for collecting information about the impact of harassment and
discrimination on quality of service deliver in DHL. I used questionnaire that facilitate me by
providing reliable and quantitative data. As with the use of quantitative data I become abler to
accomplish research aim and objectives within a given time period. I also used number of
secondary sources such as books, magazines, articles, publication research etc. These are
27

effective sources for me when I required secondary and in-depth information about the current
topic. Along with this, questionnaire and books, magazines etc. sources supported me in
collecting of primary and secondary information about the study.
Questionnaire is more effective method because it does not consume more time and also
provide valid and reliable data about the topic. Along with this, in order to meet with research
aim and objectives I also used deductive approach, positivism philosophy, quantitative type of
research and many other. All these are effective for me when I need data in reliable manner and
in lesser time duration.
By collecting secondary data for the literature review i faced several problems such as
lack of sources about the discrimination and harassment, information may be inaccurate and out
of data, not cover sample of the population, not proprietary information and many other. These
are major problems faced by me during collecting of secondary information for the literature
review. Another issue of conducting secondary research is small sample size or no sample size
that creates more difficulties in gathering of accurate information about the topic.
With the help of this research I easily increased my employability skill and personal
development that support me in my future growth. By doing this investigation, I easily improve
my time management skill, literature review skill, data analysis skills etc. All these skills will
help me in my personal development plan.
I also faced certain issues for gathering primary information for the questionnaire
including, there is large possibility that the nature of implementation of data collection method is
flawed, lack of previous study in research area, quality of research could be limited by the
resources available i.e. time and budget etc. Therefore, all these are major problems faced by me
during collection of primary and secondary information about the topic. These limitations have
negative impact on mine while I need to complete full project within given time and cost. Apart
from this, if I get another chance for doing this research, I could use interview as a type of
qualitative research. Main reason behind using interview as an alternative methodology as it does
not take more time and provide valid output of the specific area of study.
The use of secondary sources for carrying research and gathering information is
associated with large number of limitations. There is no possibility that the information attained
from these sources will be true or not. Someone’s biased opinion against an organisation effects
the result of research where it depicts the false picture of an organisation. Also, the information
28

attained from the secondary sources is old and does not depicts the current picture of an
organisation. It might be possible that the current scenario would be better or more worsen. So,
the use of secondary sources does not help in getting the reliable and true information which is
correct in nature. Also, never aid in ascertaining ground level information as possible in the case
of primary research. The sample size also affects the results of research. In current research.
Selected 60 employees i.e. small sample size for carrying research upon a large organisation like
DHL. With the aid of small ample size not able to get the effective results that commonly present
or facing by the whole at workplace. So, it is always suggested to that while want to accurate
results then focus over selection of large sample size.
A response rate for this report is indicating of 90%. The branch I have use for the report is service
delivery in DHL Barking, London 33 Thames Road, post code IG11 0HQ England.
In the futures research I will consider less margin of errors and I am confident that now I
have very small errors in my report.
Areas of future research and recommendation on areas of improvement
There are some areas for further research such as: an investigation into the impact of gender
inequality on business performance, influence of age discrimination on employees working, role
of gender equality in improving business performance and many other. These are considered
major areas of further research that must be following by researcher if they get another chance
for doing this investigation. There are some recommendations on areas of improvement, these
are determined as below:
Researcher should study about the company’s policies and strategies about the gender equality,
discrimination and many other practices. As it will support them in collection of information
within less time (Bondor, Sicca and BizTalk, 2019).
 Adoption of quantitative research method is another recommendation to the researcher.
As this method facilitate them to gather reliable data from the respondents within given
time and cost.
29

CONCLUSION
From the above-mentioned report, it has been concluded that most of the participants have
knowledge about the issue of harassment and discrimination in workplace of an organisation.
Both are major issues that must impact overgrowth and performance of company in different
ways such as decrement in quality of customer service delivery, low employee engagement, high
labour turnover and less profitability. These problems also have affected on customer trust in
various manner including late delivery, inappropriate behaviour of employees, payment and its
related issues. Therefore, discrimination and harassment in workplace have negative impact on
reputation and goodwill of company. In order to deal with these issues, some recommendation
must provide to the company. These suggestions are adherence of all government legislations,
Formulation effective organisational structure and building positive working culture. As these
ways will support an enterprise in reduction of discrimination as well as harassment issues in the
workplace. It will further support company in improvement of its brand image and goodwill in
customer’s mind and in marketplace.
30

REFERENCES
Books and Journals
Bondor, I., Sicca, L. M. and BizTalk, D., 2019. Transgender and Gender Non-conforming People
in the Workplace: Direct and Invisible Discrimination. In Inequality and Organizational
Practice (pp. 141-160). Palgrave Macmillan, Cham.
Brown, J. and et. al., 2019. Workplace harassment and discrimination in gynaecology: results of
the AAGL Member Survey. Journal of minimally invasive gynaecology. 26(5). pp.838-846.
Fields, G.S., 2019. Self-employment and poverty in developing countries. IZA World of Labour.
Flick, U., 2015. Introducing research methodology: A beginner's guide to doing a research
project. Sage.
Gilia, D. A., Corley, K. G. and Hamilton, A. L., 2013. Seeking qualitative rigor in inductive
research: Notes on the Gilia methodology. Organizational research methods. 16(1). pp.15-
31.
Green, J. L., Camilla, G. and Elmore, P. B. eds., 2012. Handbook of complementary methods in
education research. Routledge.
Kumar, R., 2019. Research methodology: A step-by-step guide for beginners. Sage Publications
Limited
Lindsay, S. and et. al., 2019. Disability disclosure and workplace accommodations among youth
with disabilities. Disability and rehabilitation. 41(16). pp.1914-1924.
Marchand, L. A., Gonzales, E. and Williams, L. J., 2019. Trajectories of perceived workplace
age discrimination and long-term associations with mental, self-rated, and occupational
health. The Journals of Gerontology: Series B. 74(4). pp.655-663.
Resnick, C. A. and Gallup, M. P., 2019. Assessing experiences with LGBT microaggressions in
the workplace: Development and validation of the microaggression experiences at work
scale. Journal of homosexuality. 66(10). pp.1380-1403.
Van Vliet and et. al., 2019. Model inter-comparison design for large-scale water quality
models. Current opinion in environmental sustainability, 36, pp.59-67.
Ventral, C., 2019. It is Unlawful Age Discrimination-Not the Natural Order of the
Workplace. Berkeley J. Emp. & Lab. L. 40. p.91.
Online
Benstead. S., 2018. What is discrimination in the workplace? [Online]. Available Through:
<https://www.breathehr.com/blog/what-is-discrimination-in-the-workplace>
Weekes. J., 2017. Ways to prevent discrimination in your workplace. [Online]. Available
Through: <https://www.healthandsafetyhandbook.com.au/8-ways-to-prevent-
discrimination-in-your-workplace/>
Harness. J., 2018. Effects of Discrimination in the Workplace. [Online]. Available Through:
<https://bizfluent.com/about-5035338-effects-discrimination-workplace.html>
31

Appendix
Workplace discrimination and harassment on
quality of service delivery in DHL
QUESTIONNAIRE
1. How would have you been working within DHL?
a. Under a year
b. 1- 2 years
c. 2 – 4
d. Over 4 years
2. How would you classify your role?
a. Individual Contributor
b. Manager
c. Director
d. Executive
3. What is your gender?
a. Male
b. Female
4. I have basic understanding about discrimination and harassment of workplace
a. Strongly agree
b. Agree
c. Strongly disagree
d. Disagree
32

e. Neutral
5. What is your current position in your organisation?
a. Contract workers
b. Human resources
c. Intern
d. business associate
6. Please select one type of discrimination that you have experienced at DHL
a. Religion
b. Skin colour (racial)
c. Gender/Sex
d. Disability
e. National Origin
7. How satisfied are you with DHL policy which to report discrimination and harassment?
a. Very satisfied
b. Satisfied
c. Neutral
d. Very dissatisfied
e. Dissatisfied
8. How often do you experience discrimination and harassment in the workplace?
a. Monthly
b. Every two months
c. Every three months
d. Every 6 months
e. Yearly
33

9. How has it impacted on your quality of service delivery and performance at work?
a. increased errors
b. Poor customer service
c. Increased complaints
d. Job dissatisfaction
10. How do you realise about discrimination exist in your organisation?
a. Behaviour of superiors
b. Salary & wages
c. Opportunities from growth
d. Ignoring complaints by managers
11. What kind of discriminated behaviour have you ever observed in daily working?
a. Abusive language by seniors
b. Spreading misinformation
c. Practical jokes or teaching
d. Others
12. What did you do in your work environment while facing harassment in an organisation?
a. I kept quite
b. I reported to human resource
c. I left the organisation
d. I warn the harasser
13. Have you ever tried to complaint about discrimination and harassment to top level
management or legal authorities?
a. Never
b. Rarely
c. Sometimes
34

d. Often
e. Very often
Open ended questions
14. Generally, explain briefly how discrimination and harassment in the workplace has affected
your personal wellbeing ……………………………………………………………………….
Frequency table
Q1. For how long have you been working within DHL? Frequency
(a). Under a year
(b). 1- 2 years
(c). 2 – 4
(d). Over 4 years
20
15
15
10
Q2. How would you classify your role? Frequency
(a). Individual Contributor
(b). Manager
(c). Director
(d). Executive
20
15
15
10
Q3. What is your gender? Frequency
35

(a). Male
(b). Female
40
20
Q4. I have basic understanding about discrimination and harassment of workplace Frequency
(a). Strongly agree 14
(b). Agree 16
(c). Strongly disagree 12
(d). Disagree
(e). Neutral
8
10
Q5. What is your current position in your organisation? Frequency
(a). Contract workers 20
(b). Human resources 15
(c). Intern
(d). business associate
15
10
Q6. Please select one type of discrimination that you have experienced at DHL Frequency
(a). Religion
(b). Skin colour (racial)
(c). Gender/Sex
(d). Disability
(e). National Origin
16
15
12
7
10
Q7. How satisfied are you with DHL policy which to report discrimination
and harassment?
Frequency
(a). Very satisfied
(b). Satisfied
(c). Neutral
(d). Very dissatisfied
14
16
15
8
36

(e). Dissatisfied 7
Q8. How often do you experience discrimination and harassment in the
workplace?
Frequency
(a). Monthly
(b). Every two months
(c). Every three months
(d). Every 6 months
(e). Yearly
14
16
13
7
10
Q9. How has it impacted on your quality of service delivery and performance at
work?
Frequency
(a). increased errors
(b). Poor customer service
(c). Increased complaints
(d). Job dissatisfaction
16
14
15
15
Q10. How do you realise about discrimination exist in your organisation? Frequency
(a). Behaviour of superiors
(b). Salary & wages
(c). Opportunities from growth
(d). Ignoring complaints by managers
15
16
15
14
Q11. What kind of discriminated behaviour have you ever observed in daily
working?
Frequency
(a). Abusive language by seniors
(b). Spreading misinformation
(c). Practical jokes or teaching
(d). Others
19
17
15
9
Q12. What did you do in your work environment while facing harassment in an Frequency
37

organisation?
(a). I kept quite
(b). I reported to human resource
(c). I left the organisation
(d). I warn the harasser
16
14
15
15
Q13. Have you ever tried to complaint about discrimination and harassment to
top level management or legal authorities?
Frequency
(a). Never
(b). Rarely
(c). Sometimes
(d). Often
10
10
20
20
38