LUẬN văn THẠC sĩ ảnh hưởng của các nguồn tuyển dụng đến hiệu quả làm việc của nhân viên ở trung tâm chứng nhận phù hợp QUACERT

INTRODUCTION

Rationale

Employees are the heart of any organization For any organization to operate smoothly and without any interruption, employee cooperation cannot be replaced with anything else It is importance that the employees of an organization not only have a good relationship with the top management, but also, they maintain a healthy and professional relationship with their employees Employees always have their own needs for being physically and mentally satisfied When employees feel that their needs are met, they will find the motivation to work more energetically, create higher labor productivity In addition, employees will try to learn, enhance professional skills to improve themselves Good motivation will have positive impact on employee performance and help the organization develop sustainably due to long-term commitment and desire to devote to the organization by its employees

My study is a self-conducted research on how to motivate employee by motivational tools, and how these tools impact performance of employees in my organization in both negative and positive ways

Since officially put into operation in 2009, the Qualification Center of Vietnam (QUACERT) is a science and technology organization that belong to The Science and Technology Ministry It has always striven and completed the assigned tasks to perform the function of serving the State management over standards, measurement and quality The main services of QUACERT include:

- To audit and issue the ISO certificate for management systems in accordance with international standard ISO 9000, ISO 14000, OHSAS 18000, ISO

22000, HACCP, GMP, ISO/IEC 27001, ISO/TS 29001, ISO 50001 ,

- To certify and issue quality stamps for products and goods in conformity with Vietnamese standards (TCVN), foreign standards (JIS, ASTM, GOST, GB ), regional standards (EN, CEN ) and international standards (ISO, IEC )

- To certify and issue CR stamps for products and goods in conformity with the technical regulations (QCVN)

- Certification of agricultural products conforming to VietGAP standards

- Audit and evaluate greenhouse gas emission reductions

- Certification of electronic products under the ASEAN EE MRA in ASEAN

- Training and fostering in standardization, measurement and quality

- Testing of products, goods, materials and components as requested by agencies, enterprises, organizations and individuals

- Take part in drafting regional, national and international standards, technical standard

- Deploy programs, science research topics in certification, productivity and quality field according to the current law

After fifteen years operation and development, QUACERT is known as a top certification organization in Vietnam with head office in Hanoi and two branches in

Ho Chi Minh City and Hai Phong This center has 138 staffs works in 13 functional departments and branches

Recognizing the significance and the importance of motivating employees towards the development of the organization, since being founded, Board of Management of QUACERT has issued many policies on HR to motivate and encourage employees However, in reality, almost all of the officials are smug without striving spirit They work very subjectively and inflexibly The reason is that the policies on HR have many disadvantages, lack uniformity, the assessment and valuation of officials‘ labor value is not accurate, leading to low efficiency in motivation for employees

With the aim of developing, and completing the apparatus on operation and

HR, Board of Management should set out the specific objectives such as improving productivity, quality and efficiency in working With the desire to contribute to build a sustainable development for QUACERT, I choose the topic "Study on motivational tool at QUACERT" Hope that my study will help our organization

Research objectives

With the above research rational, the research objectives are follows:

- Clarify motivational tools for employees in organization

- Analyze current situation of using motivational tools for employees at QUACERT

- Propose solutions to improving motivational tools for employees working at QUACERT.

Research questions

In order to reach the objectives mentioned above, the researcher will focus on answering the following questions:

- What are the current motivational tools for employees in QUACERT?

- How these motivational tools influent the performance of employee?

- What are suggestions to improve motivational tools for employees working at QUACERT?

Research Scope

This research focused on situation of using motivational tools for employees at QUACERT and how to make its influence become positive to employees‘ performance Research based on theoretical framework related to motivational tools such as: Maslow‘s Hierarchy of Needs, Adam‘s Equity Theory of Motivation, Hertzberg‘s Two-factor Theory, and Two -factors theory was main framework for study which were divided into two factors: Hygiene factor and Motivation factors

- Location: Studying motivation and motivational tools for employees at QUACERT

- Duration: Secondary data collected during the period of 2013 - 2016; primary data collected during that period.

Research Methodology

The research process was carrying out through the chart 1.1 below

Measurement scale for motivational tools in an organization

Proposing solutions to improving motivational tools for employees working at QUACERT

The author give out a research model: based on the theoretical background and characteristics of organization the author will outline the measurement scale motivational tool in QUACERT Then based on interview and survey, we know about the current motivation tools at QUACERT And the author will proposing the solutions to improving motivational tools for employees working at QUACERT

The researcher will use both secondary data collection method and primary data collection method

- Collecting data through books, researches, scientific journals and magazines to build a theoretical framework of motivation and motivational tools

- Data on the theoretical framework of motivational tools for employees taken from the textbooks, related research works, reference books, newspapers, magazines, the Internet, etc (listed in the references)

- QUACERT‘s data: by operating reports, annual reports from 2013 to 2016; materials on organizational structure and activities of the company; number of staff, qualifications, salary & bonus payment regulations

Primary data will be collected through interview and survey

- Survey: Survey was carried out to collect information on current situation and evaluating efficiency of motivational tools of at QUACERT The sample size was all the staffs working at QUACERT (including department heads, department deputy heads and officials)

For each of questionnaires of survey, the author clarifies in to five levels from 1-5 in which:

+ At level 1: Very dissatisfied + At level 2: Dissatisfied + At level 3: Normal

+ At level 4: Satisfied + At level 5: Very satisfied And the total sample size of the survey was 138 people The questionnaire was sent directly or by email

The questionnaires were designed based on the logical ideas on how to study motivational tools at QUACERT The questionnaires structure included two parts: the first part asked the individual information of employees and the second part of questionnaires was designed to get employees assessment on motivational tools at QUACERT

- Interview: Collecting primary data through questionnaires to measure the satisfaction level with the motivational tools, and base on those to create motivation for employees working at QUACERT The interview conducted via telephone

After collecting information, the researcher will use both qualitative method and quantitative method to systemize and analyze The data were analyzed by using some tools such as comparison figures, charts, data processing filter (filter), calculation (sum; average; percentage) on excel software Analysis of the survey results is to help reveal the real situation of motivation for employees, the level of impact of motivational tools for employees and working motivation of the employees working at the QUACERT.

Research structure

CHAPTER 2: THEORETICAL BACKGROUND FOR MOTIVATIONAL

TOOLSFORSTAFFINORGANIZATIONS CHAPTER 3: CURRENT SITUATION OF MOTIVATIONAL TOOLS AT QUACERT

CHAPTER 4: THE SOLUTIONS OF COMPLETING TOOL MOTIVATE THE EMPLOYEES IN QUACERT

THEORETICAL BACKGROUND OF MOTIVATIONAL TOOLS

Staff motivation in organizations

Motivation is the word derived from the word ―motive‖ which means needs, desires, wants or drives within the individuals It is the process of stimulating people to actions to accomplish the goals In the work goal context the psychological factors stimulating the people‘s behavior can be

There are many different definitions about motivation Kreiter thinks that motivation is a psychological process that directs individuals to certain purposes In

1994 Higgins introduced the concept of motivation as a push from within individuals to meet unfulfilled needs According to the curriculum of Organizational Behavior of Dr Bui Anh Tuan, the motivation is internal factors that motivate people to work hard in conditions that create high productivity and efficiency The expression of motivation is the willingness to work, passionate about working to achieve the goals of the organization as well as the employees themselves

In a logical thinking, performance is equal ability and motivation

Therefore, to have best performance, business administrators should care about motivation for employee and increase ability

―Motivation is the effort, the drive, the desire, and the energy a person uses to activate and maintain goal driven behavior.‖ — Murray Johannsen

Motivation is the reason for people's actions, desires and needs Motivation is also one's direction to behavior, or what causes a person want to repeat a behavior

Motivation "is the energy that makes the machine move; or the promotion, development "(Vietnamese Dictionary, 1996) We can understand that motors are the most important part of a machine that keeps the engine moving and the driving force is the fuel that drives the engine

According to Bedeian (1993), motivation is an attempt to achieve a goal Higgins

(1994), motivation is an internal propulsion to meet unsatisfactory needs Nguyen Van Diem and Nguyen Ngoc Quan (2004), "motivation is the willingness and willingness of the employees to increase their efforts towards a goal or outcome"

In an organization, motivation is the arousal level of each person when participating in the working process; which motivates people to work positively, proactively and creatively

Staff motivation includes internal factors stimulating people to try their best to work in creating high productivity and efficiency within allowed conditions

Motivation is expressed by willingness and passion to work to achieve organization goals as well as their own goals

Thus, there are many different approaches to motivation, in a most succinct way, motivation is:

- Work motivation is the desire and willingness of each individual to make every effort to direct yourself to the goals of the individual and the goals of the organization

- Work motivation is expressed through specific tasks Each employee is in charge and in their attitude towards the organization This means no motivation to work for all employees Each employee who performs different tasks may have different motivations to work more actively Motivation is linked to a job, an organization, and particular work environment

- Staff motivation is not personal trait This means people can be motivated as well as de-motivated No one is born motivated, but staff motivation can only be obtained due to impacts by many other factors Therefore, it is often changed One staff can be motivated at one time, but de-motivated at another time

- Staff motivation can increase working productivity and efficiency in case that other factor remains unchanged This is the source to encourage staff to work more effectively and enthusiastically However, it is important to understand that the motivation is leading to an increase in personal productivity because it depends reality, without motivation, staff still can accomplish their work, but we cannot see their loyalty with the organization and they intend to quit anytime when they have better chance To get motivation for staff, managers should find the way to create that momentum

- Motivation, therefore, is the manipulation of a system of policies, measures, and management practices that affect staff, making them motivated and willing to contribute to the organization In order to create motivation for staff, it is necessary to find out what employees are working to achieve, thereby motivating their motivation

Motivation is not does not appear naturally, it is the simultaneous combination of subjective resources of the staff themselves and objective resources in the working environment

Motivation for work means staff can find joy, meaning and purpose in life in the work they are undertaking through the rewards, physical and mental values due to working success, helping them achieve what they want Therefore, staff will want to do a better job, with better results, and they will tend to make long commitment with the organization they are working for

2.1.2 Role of motivation in organizations

There are a lot of ways to motivate and stimulate employees to work positively in which motivation from the organization, from managers is very important element There are differences from employee motivation and organization and manager motivation Employees may motivate themselves without organization motivation, and manager, however, it only occurs when employees love their job, their tasks In that situation, he/she may not need supporting from the company, from managers of the business Oppositely, motivation from the organization, from managers is the action to act employees from the organization to the efforts of the employees for the successful of the company Therefore, organization and manager motivation would mean strong forces as following roles:

Enhancing productivity and improve competitive advantage

As we know, productivity is computed by the formula of output divides to input If the employees are motivated, they try to work hard so that in the same time, they produce more output That means the productivity increases Moreover, when employees are positive, they work and try to save input sources so that productivity increases

Generally, employees are motivated, they work more productively For example, when employees received more salary from the company suitable to the employee effort, they work harder and harder They save more and more materials, labor forces and other input resources so that productivity increases

Continuous motivation would enhance employee morale to make them more and more active Employees are recognized and respected so that employees feel happier

With the company motivation employees do not only work for money, but also they work for the company development They are more and more proud when the company becomes more successful in the market From enhancing their morale, they would over any difficulty in order to achieve their company goals By this way, employees will be happier in the workplace, even though they have not salary increases

Higher levels of customer satisfaction and employee retention

When employees of the company are motivated, and stimulated, they feel respected and recognized By accurately evaluating employee‘s contribution, employees more and more believe on the company and from that they will be loyal to the company, even in the bad conditions of the company Customer satisfaction therefore increased as when the employees focus on what they are doing, they will have good products/services, and make the customers feel happy with those

When employees of the company are highly motivated, they feel freedom for creativity They spend their effort to change their activities to reduce unnecessary activities and create news for working more effectively

Through working hard and completing their tasks, employees are more and more motivated and stimulated After achieving their objectives, employees will become more growth

By working creatively, employees feel more and more bringing good things for the company development so that they will be better and better That means they are more growth

CURRENT SITUATION OF MOTIVATIONAL TOOLS AT

History and main businesses

3.1.1 Brief introduction of the organization and its main business

On 1st June 1999, the Qualification Center of Vietnam (QUACERT) was established based on Decision No 1003/QĐ-BKHCNMT of Ministry of Science and Technology The main functions of this center including:

- To participate in research on orientations, objectives, policies, operations and solutions on productivity and quality; Proposing and participating in the elaboration of legal documents on productivity and quality

- Implement certification of management systems in accordance with national standards, international standards, regional standards, and foreign standards; to certify products, goods and services in conformity with standards and technical regulations

- organize the assessment and inspection of the quality, technique, hygiene and safety of products, goods, services, processes, materials, structures, projects and works as required by agencies, enterprises, organizations and individuals

- To participate in drafting national standards, international standards, regional standards and technical regulations

- To organize the constructing and providing of information technology solutions on productivity and quality

- Organizing the implementation of programs and scientific research subjects in the fields of certification, productivity and quality according to the provisions of law

- Organizing, implementing information, propagating, disseminating and guiding the announcement of conformity with standards and technical regulations, application of standards, professional training and fostering and implementation of other pepper services

In order to operate as a credible and internationally recognized certification, QUACERT has been registered and accredited by the Australian and New Zealand JAS-ANZ accreditation organization (a founding member of the public organizations forum)

After 18 years of operation and development, QUACERT has been known as a leading company in Vietnam, sustainable development, activities complying with the requirements of Vietnamese Law and international standards related to the scope of provision of services

Up to this moment, QUACERT has totally 138 staffs with one Head office and 2 Branches in Hai Phong and Ho Chi Minh City Its organizational structure including 13 functional departments under the management of Director and 2 Vice Directors

The organization structure of QUACERT can be seen from Figure 3.1 It is a traditional and simple structure The top of the structure is Directors, and under director is two Vice Director who help the Director to manage all activities directly

This Board of Management decides all issues related to identification and implementation of objectives, tasks, rights of QUACERT Under the Board of Management is 13 divisions and each division is managed by a manager

There are 13 functional divisions at QUACERT‘s Head Office and two Branch Offices These divisions play a very important role in helping the Management Board to complete objectives and tasks according to relevant law and regulations Adjustment of the function and duties of each division can be proposed by the Manager and subject of the approval of the Board of Directors The brief functions of each division are as follows:

General Department: This Department performs the overall work, planning, marketing, customer care, specifically as follows:

- Assist the Director in the planning work of the Center; Organize, monitor and plan the entire process of service delivery

- Focal points for synthesizing, reporting periodically, irregularly the results of operations of the Center; The report shall be sent to the General Department, the notice of conclusion of the meeting was chaired by the Center's leaders

- Planning and implementing marketing activities, customer care; Receiving information from customers; Manage and monitor service contracts; Maintain contact with customers throughout the process of service delivery; Performing general coordination functions of other departments in the Center to meet the requirements of customers

- Manage customer records during the evaluation process; Monitor the status and progress of the evaluation report, the test results, and the corrective action report of the customers

Human resource and Administration Department: Organizing the human resource, archives and office administration, as follows:

- Research and recommend to the Director to approve the implementation of policies and activities related to the organization such as the establishment of functional units of the Center, building the functions and tasks of the units

- Researching and proposing to the Director to approve and organize the implementation of policies and activities related to staff such as recruitment, transfer, dismissal, leave of absence, promotion, dismissal compensation, discipline, salary, social insurance, health insurance, unemployment insurance and other regimes for labor;

- To coordinate with the concerned parties in elaborating rules, regulations and collective labor agreements, urging and supervising the implementation of collective labor agreements, internal rules, labor discipline and other regulations related to the organization of cadres in the whole center in accordance with legal requirements

- Performing clerical, archival and management of travel documents; manage and use the Center's seal as prescribed

- Beside, the department also handles jobs related to training, recruitment, stationery purchase, sanitation, equipment repair

The Accounting Department manages the financial and accounting management of the Center, as follows:

- To manage the entire financial and accounting work of the Center according to law; Coordinate with units in the Center to make annual financial plans, annual revenue and expenditure estimates and finalization at the end of the year; Analyzing and evaluating the effectiveness of financial revenues and expenditures and advising on measures to improve the financial and asset management efficiency of the Center

- To implement, monitor and manage debts; monitor the contract liquidation and record the liquidation of service contracts of the Center

- To implement the tax regime, financial reports and periodical audit reports to tax authorities and relevant authorities

- Coordinate with relevant units to carry out investment activities to increase equipment at the Center

Operating performance in the period of 2013 – 2016

In 2013, the total issued certificates are 1847 for all types of standards, and the number of certificates issued for products occupied 50% of that And this number rose up to 2426 certificates in 2014, and although there are many new competitors in this period, the total number of certificates rose up to 2715 in the year 2015 It seems that this is the splendor of certification organizations, and QUACERT is not the exception We can see in this chart below, this number a little bit down in 2016, it‘s naturally because after the splendor, the demand for certificates becomes saturation

Current situation of employee’s motivation in QUACERT

3.3.1 The evaluation criteria of labor motivation in QUACERT

We have many ways to evaluate the motivation of employees; in this case we can use some following criteria:

- The positive staffs: The positive point in work is reflected in the level of worker‘s attention at work, employees always complete their delegated work voluntarily, be proactive in solving work, be rarely late for work…There is sense of research, learning, enhancing professional skills

- Compliance of employees: The professional activities of QUACERT require absolute precision to ensure smooth operation on the Vietnam Stock Market

The compliance is demonstrated that the conscious employees obey the policies of professional regulations, business process Ensure the confidentiality of information

- Productivity, quality, efficiency in work: The work of creating motivation good or not reflected clearly in the labor results When QUACERT conduct creating motivation for employees well, the employees will work more enthusiastically, creating higher work efficiency and work productivity and contrast

- Creativity at work: Creative work is that the employees give new ideas, renovate work processes in line with reality to enhance the quality of work

- Satisfaction of employees: The level satisfaction of employees with regard to work, to job opportunities, to development chance and to the relationships between colleagues and to the Board of Directors

3.3.2 Current situation of employee’s motivation of QUACERT 3.3.2.1 In terms of the positive points of employees in QUACERT

Currently, the employment situation in big cities is very limited, the number of students graduating every year at universities and colleges all over the country is rising every year, so the competition in the job market is strong

Therefore, finding a stable job in Hanoi is a difficult problem even for those who have experience or are students just graduated Therefore, in order to find a suitable job, employees must make efforts to study and improve their skills

By statistical studies from HR Department, from 2013 to 2016, showed the initiative in work completion, sense, responsibility to work assigned by employers in QUACERT fairly and there are differences in the working position Officers are the Head of Rooms, Head of Groups, who are responsible for and proactive in work at a level better than the staffs Specifically, about 85% of officers are employees rating a labor category and 95% of officers are the leaders of rooms rating a labor category (source from HR‘s report)

However, besides the majority of employees have a good sense of observance of QUACERT‘s regulations, there is still a few employees lack of professionalism and self-awareness Through interviews with the leaders in the rooms belong to as well as the actual survey in QUACERT, there is still the using of computers for private work, games, surf the Internet or go outside the office during working hours to do private work And there are still staffs that go to work late and come back home earlier than the regulated time

3.3.2.2 In terms of compliance by employees:

Since going into operation, QUACERT has issued the Labor Regulation and

QUACERT Regulations work rules on working time, discipline, order and safety…and forms processing in violation of labor discipline and materials responsibility QUACERT leaders assigned to Human resource and Administration Department supervising the compliance with the rules and the regulations of the center Through the synthesis of data and report from 2013 to 2016, there are no cases of employees being disciplined for violating the provisions of the labor regulations of QUACERT The majority of the employees have voluntary spirit in complying with regulations, no employee voluntarily leave without permission, the phenomenon of employees working late and leaving soon are no more

3.3.2.3 In terms of quality, efficiency in work

Efficient quality of work of employees in QUACERT is at a fairy good level: works results of workers in 2013: excellent level is 10%; good level is 65%; average level is 10%; because of the recruitment process in QUACERT is preferred recommendation and relatives of staffs, so sometimes the quality of recruitment process is not really good Human resource system is complex, many staffs involve in one process, so the efficient of work is not high

3.3.2.4 In terms of creativity in work

Due to the characteristics of state agencies, creativity in work in QUACERT is not high, the process of implementation of assigned tasks is still passive under the direction of the leadership, there aren‘t many witnesses yet, proposes solutions to solve the work achieving the best results Because the majority of repetitive work, employees often follow old trails which is hardly innovative, bold suggestions and solutions to improve the efficiency of work The review of the ideas, creativity to enhance the effectiveness of work is a criterion for commenting Emulation Fighter title annually at the center; however, the statistics show that the annual employees‘ rate Emulation Fighter at the center only take up 3% to 5% over the total number of employees in QUACERT and the leaders from room or more account for 80% of the total number of employees getting this title

Although the number of customers from 2013-2016 increased significantly products to increase their competitiveness, but QUACERT also did not have many improvements in the workflow as well as human resource training to attract more customers.

The reality of tools creating motivation for QUACERT staffs

Salary is the main income of employees, in order to satisfy much of the employees' material and spiritual needs Salary must encourage employees to improve labor productivity, quality and labor efficiency The purpose of traders is profit, and the purpose of employees is salary Therefore, salary means the cost of creating new value, in other words, the source of the creativity, productivity, and capacity of employees to create added value

This is State Owned Organization, operation based on operating under the regime of self-expenditure Therefore, the salaries are paid to employees confidentially, and salaries are calculated directly by the Director However, there‘s still a basic salary that regulated by the Government for their staffs The salary for each employee is different even when they work at the same position And the Director based on ability, capability and experience of each one to pay them

Beside salary, employees will receive allowance for overtime, for responsibility, and mobile and vehicle For auditors who always travel for business, they will receive higher salary than those who work at the office

Coefficient of basic salary and allowances are specified in the basic salary scale for the employees of QUACERT The adjustment of the basic salary is made for every year when employee meet conditions such as: complete assigned work, do not violate the regulations, and take part in every activities that held by organization Besides that, if they have some innovations, that will bring them some benefits when the Director do the salary review For leaders of group or head of

Departments, beside the benefits above, they will receive responsibility allowance due to the title of work

An Additional income is paid monthly for employees depending on the revenue of business Therefore it could be adjusted for each stage in accordance with the decision of the Board of Director

Besides 12 months‘ salary corresponding 12 months of the year, every staff will receive an additional 2 months of salary every year One for the Lunar New Year‘s bonus and one for Birthday Anniversary‘s bonus

Every year, QUACERT awards funds quoted in accordance with the provisions of the current law aimed to motivate, encourage the employees in QUACERT, and individuals had the effective contribution to QUACERT‘s business activities, management, specifically:

- The groups, individuals, employees reach the annual competition titles under rewarded emulation

- The groups, employees are major achievements in the year for the operation of QUACERT in accordance with the discretion of the rewarded emulation Board (in addition to the bonus level according to the emulative)

- Unexpected bonus for group, the employees take the initiative, technical innovation, business processes being effective in QUACERT's business activities, have been improved, initiative Committee evaluated and recognized

- Reward group, the employees have outstanding achievements in running the movement, unions under the suggestion of the Executive Board of the Union, Youth Union Employees working in QUACERT are awarded at occasions, Tet Holiday

In addition to salaries, QUACERT has welfare policies to support, motivate, and encourage employees to actively contribute to the operation of QUACERT The welfare fund is used to pay for the welfare activities of employees in QUACERT, projects, unexpected difficulties‘ subsidies for employees including the case retired on disability, falls into disadvantaged, helpless or do charity work Detailed content and specific expenditure as follows:

- Spend on the occasion of holidays as required, the anniversary of QUACERT‗s the official operation Spending is decided by the General Director on the suggestion of QUACERT‘s Union

- Spend on vacation, travel expenses for employees every summer holiday

The expenses for each employee based on their seniority of working

- Expenses for other activities such as spending on birthday (300,000 VND/person); spending on the sick laborers or their sick parents (maximum 500,000VND/person), the reward for employees‘ children with good academic achievement (the title) are VND300,000/child And spend on National Holiday (The South Liberation and International Labor 500,000VND/person; National Day 500,000/person; Mid Autumn Day 500,000/children)

- The health insurance; social insurance; unemployment insurance for employees are properly made by QUACERT in accordance with the Labor Law In addition, employees are sent on a business trip will be paid as prescribed in the Regulation internal spending of QUACERT

Salary policy, bonus, welfare are one of the tools that has an important factor in motivating employees During the current economic recession, QUACERT still maintains salary, bonus which is stable for employees, helps them secure work The welfare schemes such as health, travel… encouraged morale of the employees

Currently, QUACERT pays income monthly for 4 types of contract: employees sign seasonal/temporary contracts (for the work positions that has simple characteristics and for maternity leaves), employees sign the 12 months labor contract; employees sign the 36 months labor contract and employees sign the unlimited time labor contract However, the amount of assigned work and payment do not depend on the type of contract; it is based on qualification and ability of employees According to the survey, only 50% of employees feel satisfied temporarily or dissatisfied with the employees feel satisfied, 55% of employees feel the reward was obtained and 14% of employees feel dissatisfied with the current bonus level

Quarterly performance wages are paid for employees based on the degree of completion of the objectives of the quarterly performance of the employees

Lhsq=(t/3)*MLhsq * Hq Lhsq: Quarter performance wages actually received quarterly by the employee

MLhsq: Quarterly performance wages of individuals Salary performance could be adjusted for each stage in accordance with the decision of the Board of Directors

Hq: Quarterly performance coefficient is determined on the basis of assessment the criteria of quarterly job performance of employees

Performance indicator system of work is constructed on the basis of function and duties of departments and standards for each position, job title The assessment of criteria based on the evaluation in terms of quantity and quality of work processed in the assessed time

(t): the actual number of working months of employees in the quarter

3.4.2 Non-financial motivational tools 3.4.2.1 Assign work

THE SOLUTIONS OF COMPLETING TOOL MOTIVATE THE

Orientation of completing tool motivate the employees in QUACERT

4.1.1 The objectives of enhancing the motivation of employees in QUACERT

- Increase willingness to do the job Increasing worker motivation means workers willingly carry out the tasks required by the job without manager‘s supervision

- Improving the productivity and quality of work effect, positive in work, creative, proactive adaptation of employees to work Increase the worker‘s performance means increases the customer‘s satisfaction

- Increase retention: Increasing worker motivation and job satisfaction has been linked to higher rates of retention and increased worker productivity

- Increase the level of satisfaction of employees with jobs and Leadership

Increased job satisfaction has shown to increase worker motivation, which then increases job retention rates, performance and productivity.

Completion of motivational tool for employees in QUACERT

4.2.1 Completion of the salary policy

Salary and increased income is the main income of employees in QUACERT Thus, this is an important tool, plays a key role in promoting the spirit of working, enhancing the quality of work of employees

Building a payment system that is make employees feel satisfy will motivate workers with higher efficiency Transparent, fair, and democratic use will create the trust of employees to the Executive Board and the organization In order to do this, QUACERT should make paid regulation in which ensure that salary is distributed according to undertaking job title and volume of work and the results of completed tasks Performing the evaluation, classification of employees monthly based on specific evaluation which is a base of paying salary for employees The monthly principles of classification based on the following criteria:

- Complete the assigned work: This criteria is used to evaluate the process of performing the assigned work of employees of a month It shows the level of work completion and effective of doing that We can classify into levels based on the level of completion of work (such as Grade A, B, C, D corresponding to 100% work complete, from 90% to 100% work complete, from 80% to 90% work complete, and under 80%)

- Assuring the number of public days in a month: The number of working days used to determine whether the employee goes to work on time or not, thereby determining the level of work participation of the employee We also can classify these criteria into levels, and with the case the employees absent more than 10 days a month will not be considered these criteria

- Ensuring proper implementation of labor discipline: The purpose is to evaluate the discipline of employees in the working process, to limit the early departure of late, destroy the company In case that if the employee violate exceed 3 times a month will not be considered this criteria

- Responsibility: These criteria classify might be classified into 3 levels:

+ Enthusiastic, high sense of responsibility, willing to help people when facing difficulties

+ Having a sense of responsibility but not really trying and enthusiastic

+ There is no sense of responsibility

- Seniority Thus, the staff will base on the criteria and the level above to evaluating and grading and according to the following table:

Table 3.4 : Level of participation in completing work

STT Criteria Grade A Grade B Grade C Grade D

2 Assuring the number of public days in a month 10 8 5 2

3 Ensuring proper implementation of labor discipline 20 15 10 5

After grading employees based on the above table, we can define the coefficient that call positive coefficient, α Then define the boundary of the α based on the grading, for example:

- Under 50 point: α = 0,9 However, for the monthly evaluation and classification of labor is transparent, fair, QUACERT should provide the evaluation regulations and methods specifically to each criterion

4.2.2 Completion of bonus and welfare policies

The types of bonuses are still not varied and the bonus level has not really created motivation for employees to be the current situation of the QUACERT

Therefore the Board of management should pay more attention on paying bonus to employee:

- Diversify the bonus form, besides money the bonus might be by artifacts,

Management need to care for employee‘s family as for those families are the main motivation helps them to work hard

Bonus time should be fast, timely and diverse in the way of reward

Welfare is a condition to attract and preserve good employees, help employees feel assured, satisfied, excited, proud and satisfied with the job

Moreover, a good welfare policy is also a measure to improve the spiritual life of workers as well as to avoid conflicting labor conflicts, thus stimulating their morale and working attitude Due to human needs never stop; therefore, QUACERT needs to have these methods to complete the welfare system Besides the existing welfare policy, Board of Management should think about some other welfare, such as:

- Regularly organize tours, vacations in different locations for employees and their families Avoid returning to some old locations, causing boredom for them

- Organizing cultural and sports exchanges, establishing soccer, volleyball, badminton teams, build the football field and gymnasium so that employees have the opportunity to mobilize and relieve stress after working time From there, the workers will get along and understand each other better

- Make financial support: lend money to workers to help them buy some valuable assets such as cars, houses, etc and this amount will be deducted gradually in their income

- Provide some additional services for employees such as health counseling; love and marriage counseling

When planning for welfare policies, Board of Management should care about the financial budget as the expense for welfare activities are not low and tend to increase year by year Therefore BOD should plan in details in order to get highest effectiveness and lowest cost

4.2.3 Completion of job assignment and empowerment for employees

Job analysis requires observation and research to identify the nature of a specific job The job analysis should show the tasks that make up the job along with the specific skills and responsibilities needed to accomplish that job well

Identifying the SPECIFIC DUTIES associated with each job title to help employees to understand the details of the tasks and responsibilities of their powers to assume his position Also, it can help the leaders to make personnel decisions such as recruitment, promotion, reward and working performance assessment based on criteria related to the job, not based on general standards, identifiable emotion

Today, QUACERT was carried out assignment for employees in each position The assignment only proposed work generally implementing, so employees are unaware of the responsibilities as well as the requirements of their position title QUACERT need to analyze and develop the position standards for employees by following these steps:

Step 1: Preparing analysis + Identifying the objectives of working analysis to select the collected information for analysis Design the form of information collection

+ Choosing the typical employees who implement work at satisfactory levels to determine the minimum requirements of required knowledge, skills and abilities to perform work

Step 2 Carrying out analysis + Carrying out analysis based on the collected information, it can combine the method of collecting information as interviews, surveys, observations to conduct the analysis

Step 3: Giving the analysis results The results of the analysis must create a job description, job requirements and standards for assigned employees The results of analysis and design of standard titles are used in a certain time and conducted the work in accordance with the actual situation The good analysis and the title standards will help employees to be aware of work as well as their responsibilities, from that motivating to strive and improving ourselves

I would give the following description of work and the standards of the job titles for their current positions Administrative officer of the Administration and HR outlined in the internal procedure on handling documents of certification registration, and implementing the right )

Job Title / Job Position: Administrative officer Division: Administration and HR

Ensure professional activities related to Administration and other professional works in the scope of functions and duties of the Administration and

HR Department which the assigned staffs completes on time with high quality

Directly handling documents/letters in and out through courier, email, fax

Handling incoming calls, and transfer them to the right/in charge person

Welcoming all incoming guests, provide them directions as needed

4 Carry out the correspondence between departments

Supporting for the conference, meetings: provide water, wifi, projectors

Sending the certifications to customers according to their registered addresses Save all the documents, filing and dating them

Updating customer‘s information on QUACERT ‗s website when receiving the contract

Handling all the human resources activities as regulated in Vietnamese Labour Law

Actively giving ideas within the decision as assigned by the leaders of department and the procedure, regulations are issued by QUACERT

Taking part in proposals for feedback in order to improve the performance of individuals and departments

Complying the internal procedures and regulations of QUACERT concerning to the Administrative and Human Resources job

2 Being responsible for the results of the assigned work before the Manager of department

4.2.4 Completion the motivation through improving the environment and working conditions

QUACERT needs to create a better, more comfortable working environment, creating solidarity and striving for all employees of the Corporation for the common goal Employees in QUACERT will feel more comfortable if they can get good relationships with their colleagues and they are respected The organization's managers can create a pleasant working environment through activities such as:

- Providing clear working rules / processes in QUACERT

- Build good value and culture for QUACERT and transmit to all employees throughout the Corporation

- Respecting all the contributions of employees and note the benefits employees contributed to QUACERT in many ways

- To help employees understand and coordinate with each other to complete the work

- Proving employees the opportunity to raise creative ideas for the development of QUACERT and reward them if they are ideas precious

- Respect for differences in personal characteristics among the internal staff Corporations

- Learning more about employee expectations and their reasons when deciding to work for QUACERT

- Paying more attention to employees' families, organizing events for ttheir families and help them to learn more about QUACERT, organizing vacations and festivals for employees families, give them some special bonuses such as tuition fees for their kids…

Recommendations of the conditions for implementing solutions

The Board of Directors, the General Directors agreed to support and commit to implement:

- Ensuring that the assignment and working arrangements for employees are reasonably, determining that the work not only pursuit the objectives of agencies in general but also ensure the relevance to each individual in the work, so that the assignment of work is a factor creating motive force for worker

- Building the good working environment must be set up as one of the top tasks that the Center must implement Good working environment for employees is

"to work, to be respected, recognized and more importantly dedicated"

- Ensuring the recruitment, appointment, assessment for employees openly, transparently, building a clear assessment criteria, avoiding the level, setting out certain objectives to ensure working efficiency

- Interested in adjusting, supplementing the salary and bonus regulations; the regulations of financial management, being solely responsible for the completion of the motivational tool of QUACERT

- Interested in thrift practice and waste combat in administrative expenses to increase revenues, increase budget for implementing regimens and policies for employees

4.3.2 Recommendations for employees in QUACERT

- Being proactive in self-training, retraining and raising the professional qualification, accumulating the experience to establish and develop the work capacity The employees should have a clear sense of their functions and duties, be trained to cultivate professional ethics and firm political stance

- Being open-hearted, sharing emotions, difficulties and their perspectives to colleagues, superiors towards sharing, understanding and sympathizing for each other, helping each other in the work process as well as in life

Thus, it can be said that motivation in work plays an important role not only for employees but also the organization Because creating motivation in work is not only stimulates workers increase labor intensity, productivity, product quality, thereby increasing salary and income for themselves At the same time, creating motivation in work will help organization gain high profits, big revenue, and prestige of organization on the market to be raised Therefore, organizations need to focus on strengthen the motivation in work

Based on theoretical studies on system of motivational tools and the actual use of the motivational tools in QUACERT in recent years and on the basis of developing target orientation and direction of completing motivational tools for employees e of QUACERT in the next time, the thesis has proposed a number of specific solutions for completing the motivational tools for employees in QUACERT Motivation is a very important issue for leaders Making good motivation for employees to work will be the deciding factor in job performance, job quality, and is the foundation for the development of an organization With these researched issues in the subject, the students give some solutions to perfect the motivational tools for employees in QUACERT

The dissertation has also made certain contributions in research, but due to the limited time of research, along with the limited understanding of the author, this thesis certainly has many shortcomings The given solution should be continued to study and complete The researcher looks forward to receiving the feedback of teachers and employees in QUACERT to more perfect the researched issues in the thesis

1 Nguyen Van Diem, MBA and Assoc Prof Dr Nguyen Ngoc Quan (2010) Human resource management NEU Publishing House

2 Assoc Prof Dr Tran Thi Van Hoa, (2012) Lecture document:

3 Ngo Thi Thu Huyen, (2012) Staff motivation at the Headquarter of the Agribank

4 Le Phuong Nam, (2013) Improving motivational tools for employees at the Center for Land Fund Development of Thanh Hoa Province

5 A H Maslow, (1943) A theory of human motivation

Originally Published in Psychological Review

6 Campbell, J.P and Pritchard, R D, (1976) Motivation theory in individual and organizational psychology Handbook of Industrial and Organizational Psychology, Chicago: Rand McNally

7 Chris Bell, (2017) Top 9 factors that impact employee motivation Total talent solution

8 Frederick Herzberg, Bernard Mausner, Babara Bloch Snyderman, (2008) The motivation of work The 11 th edition Transaction Publishers

9 Herzberg, F, (1966) The motivation – hygiene theory, Work and the Nature of Man Word Publishing Co

10 Herzberg, F, (1968) One more time: How do you motivate employees? Harvard Business Review

11 Jason Silberman (2013) Employee Performance Training station

12 McClelant D, (1985) Human motivation New York: Scott,

13 Joy O Ekwoaba; Ugochukwu U Ikeije, Ndubuisi Ufoma

(2015), The impact of recruitment and selection criteria on organization performance, Global Journal of Human Resource Management

14 Ryan, R., & Deci, E, (2000) Self-determination theory and the facilitation of intrinsic motivation, social development, and well-being

15 Http://www.tutor2u.net/business/people/motivation_theory_her zberg.asp

16 Http://www.valuebasedmanagement.net/leaders_maslow_hiera chy.htm, assess on 2009

17 Http://www.ehow.com/about_6387888_effectiveness- employee-reward-programs.html

Http://wiki.answers.com/Q/What_is_motivation_explain_maslows_the ory_of_motivation#ixzz28bmlWFiU

16 https://bizfluent.com/info-8747634-objectives-motivation- workplace.html

17 https://blog.bonus.ly/20-simple-ways-to-increase-motivation-in-the- workplace/

18 https://www.huffingtonpost.com/margaret-jacoby/top-5-ways-to- motivate-yo_b_5839504.html

69

□ Staff □ Middle manager □ Senior manager

Please circle the mark for these factors N o Item level

7 Are you satisfied with your current job

8 Are you satisfied with QUACERT‘s current monthly payment policy

9 Are you satisfied with QUACERT‘s current increased income payment?

Are you satisfied with QUACERT‘s current performance indicator for each quarter and year?

Are you satisfied with QUACERT‘s current welfare policy?

Are you satisfied with QUACERT‘s current working environment and facilities?

13 If headhunted by another organization with higher salary, do you want to change you current job?

14 Do you feel interested in other extra activities and travel tours organized by QUACERT?

□ Uninterested due to few attractive activities □ Totally uninterested

18 Do you feel interested in improving QUACERT‘s working environment and facilities?

19 Are you satisfied with QUACERT‘s current relationship?

Relation among colleagues in the same department Relation between staff and direct manager

Relation with other colleagues in other departments

20 How do you think about your leaders?

□ They are friendly and open

21 Are you satisfied with the policies directly related staff rights?

Human resources policy Training policy

22 In your opinion, do the leaders assign the jobs based on staff capability and demand?

□ The leaders always ask for staff ideas before assigning any duty

□ The leaders make decision without asking for staff ideas

Are you satisfied with QUACERT’s current job assignment?

Are you satisfied with QUACERT’s current working performance assessment criteria?

Managers recognize staff working performance

Colleagues recognize others‘ working performance 2

Ideas and measures for problem solving

Recognition methods (appreciation, reward, etc.)

Are you satisfied with QUACERT‘s current training and education?

Are you satisfied with your leaders giving you some advancement opportunities

29 In your opinion, what kind of training and education should QUACERT apply in the next time?

□ Internal training □ Assigning staff to join some training courses

30 Why are you satisfied with you current job (may be more than 1 option)?

□ Stability □ Suitable with your qualification

□ High income □ Good working environment

□ The leaders care and treat staff equally

□ Because now I cannot find another better job

31 What do you expect the leaders to do in the future (may be more than 1 option)?

□ Improving economic conditions and income for staff

□ Creating many advancement opportunities in working

□ Creating friendly and reliable relations between staff and management

□ Facilitating staff to learn and improve their qualification

□ Timely giving rewards to the right person

Research Model

Measurement scale for motivational tools in an organization

Proposing solutions to improving motivational tools for employees working at QUACERT

The author give out a research model: based on the theoretical background and characteristics of organization the author will outline the measurement scale motivational tool in QUACERT Then based on interview and survey, we know about the current motivation tools at QUACERT And the author will proposing the solutions to improving motivational tools for employees working at QUACERT

The researcher will use both secondary data collection method and primary data collection method

- Collecting data through books, researches, scientific journals and magazines to build a theoretical framework of motivation and motivational tools

- Data on the theoretical framework of motivational tools for employees taken from the textbooks, related research works, reference books, newspapers, magazines, the Internet, etc (listed in the references)

- QUACERT‘s data: by operating reports, annual reports from 2013 to 2016; materials on organizational structure and activities of the company; number of staff, qualifications, salary & bonus payment regulations

Primary data will be collected through interview and survey

- Survey: Survey was carried out to collect information on current situation and evaluating efficiency of motivational tools of at QUACERT The sample size was all the staffs working at QUACERT (including department heads, department deputy heads and officials)

For each of questionnaires of survey, the author clarifies in to five levels from 1-5 in which:

+ At level 1: Very dissatisfied + At level 2: Dissatisfied + At level 3: Normal

+ At level 4: Satisfied + At level 5: Very satisfied And the total sample size of the survey was 138 people The questionnaire was sent directly or by email

The questionnaires were designed based on the logical ideas on how to study motivational tools at QUACERT The questionnaires structure included two parts: the first part asked the individual information of employees and the second part of questionnaires was designed to get employees assessment on motivational tools at QUACERT

- Interview: Collecting primary data through questionnaires to measure the satisfaction level with the motivational tools, and base on those to create motivation for employees working at QUACERT The interview conducted via telephone

After collecting information, the researcher will use both qualitative method and quantitative method to systemize and analyze The data were analyzed by using some tools such as comparison figures, charts, data processing filter (filter), calculation (sum; average; percentage) on excel software Analysis of the survey results is to help reveal the real situation of motivation for employees, the level of impact of motivational tools for employees and working motivation of the employees working at the QUACERT

CHAPTER 2: THEORETICAL BACKGROUND FOR MOTIVATIONAL

TOOLSFORSTAFFINORGANIZATIONS CHAPTER 3: CURRENT SITUATION OF MOTIVATIONAL TOOLS AT QUACERT

CHAPTER 4: THE SOLUTIONS OF COMPLETING TOOL MOTIVATE THE EMPLOYEES IN QUACERT

CHAPTER 2 THEORETICAL BACKGROUND OF MOTIVATIONAL

TOOLS FOR STAFF IN ORGANIZATIONS