LV thạc sỹ_Enhancing employee motivation at Vinacomin industry and mine investment consulting JSC

i ACKNOWLEDGEMENT At the beginning, I would like to express my most sincere thanks to Business School, National Economic University (BSNEU) with its all members, especially all my teachers, doctors, professors and their assistants for the knowledge and experience that have been shared through their lectures, discussions and exams during EMBA program, intake Next, I would like to send my special thanks to Ph.D … Lastly, I am deeply obliged to my classmates and my family who always encourages and helped me during finishing the thesis Once again, let me be thankful to other persons who are beside me in the finishing period of thesis ii TABLE OF CONTENTS ACKNOWLEDGEMENT .i Fiscal Year 2008 33 Fiscal Year 2009 33 Fiscal Year 2010 33 ABBREVIATION CODECO Consultancy, Technology Development & Construction Company (Hanoi University of Mining and Geology) HRM MICC JSC MIGECO., Human Resource Management Mining Consultant Joint Stock Company Mining and Geology Technology Consulting & Expanding Joint JSC VIMCC Stock Company Vietnam Industry and Mine Investment Consulting Joint Stock VINACOMI Company Vietnam National Coal, Mineral Industries Holding Corporation N Limited LIST OF TABLES “Motivation is the key to performance improvement” 12 Physiological Needs 14 Safety 15 Social Needs .15 Esteem 15 Self-Actualization .16 Fiscal Year 2008 33 Fiscal Year 2009 33 Fiscal Year 2010 33 LIST OF FIGURES “Motivation is the key to performance improvement” 12 Physiological Needs 14 Safety 15 Social Needs .15 Esteem 15 Self-Actualization .16 Fiscal Year 2008 33 Fiscal Year 2009 33 Fiscal Year 2010 33 EXECUTIVE SUMMARY In today’s competitive environment, managers are striving to motivate their employees to perform at high levels Numerous studies have shown a direct link between employee motivation and high employee productivity but many companies still not recognize the link between workforce motivation and business performance (Qenani-Petrela, Schlosser, Pompa, 2007) As motivation is critical to organizational success, understanding the various types of individual motivation is important for effective use of resources Managers must find ways of motivating employees by developing programs or practices aimed at satisfying emerging or unmet needs VIMCC is one of the leading consulting coal and mine for VINACOMIN Human resources play an important role in developing company, however, keeping talent employees staying for a long time is the problems which make VIMCC’s managers have headache because there are more and more qualified employees left VIMCC with more different reasons So VIMCC are facing more difficulties for managing employees which affects to the operation of the company So enhancing employee motivation is very necessary for VIMCC to limit the left employees The thesis about “Enhancing employee motivation at Vinacomin Industry and Mine Investment Consulting Joint Stock Company” is written in such current circumstance with the purpose to find our some methods to improve VIMCC’s human resources Its objective is to provide the theoretical background on Maslow Hierarchy needs, two factors of Herzberg and J Stacy equity to find out the factors influencing in employee motivation at VIMCC Last, the thesis find out the hygiene factors and motivations factors and propose solutions to enhance employee motivation at VIMCC During the research process, the author conducted in-depth interviews with managers and 10 employees at VIMCC and survey 61 respondents at VIMCC and left employees of VIMCC about the relevant issues about enhancing employee motivation Moreover, the thesis used Annual reports, Fund and other relevant reports of VIMCC After analyzing the current human management of VIMCC, the author founded main reasons causing dissatisfaction of employee of VIMCC such as: Lack of means of business transport; poor facilities (infrastructure) of workplace; Dissatisfied human resources policy; Unclear recruitment process program; Unequal compensation system; Uncooperative employees in each department; low quality and unequal of supervisors; ineffective feedback system, Ineffectiveness of training program Hygiene factors are showed as in work environment, company policy and administration, interpersonal relationship and quality of supervisors Motivation factors are showed as in compensation and rewards, responsibility, work itself and career development and training Basing on discovered reasons, the author would like to suggest and recommend some solutions for “enhancing employee motivation” These solutions can make contributions to build up the policies in company Some recommendations to enhance employee motivation for VIMCC should be done such as: Improving working environment; improving Company policy and administration; establish better performance appraisal; diversifying the compensation and rewards systems; setting up new feedback system effectively; completing effective training program; reforming organization structure The author hopes that this research’s result will help partly leader of VIMCC to recognize and consider the importance of “enhancing employee motivation” in human resources management CHAPTER INTRODUCTION 1.1 Rationale Motivation is the key of a successful organizations to maintain the continuity if the work in a powerful manner and help the company to survive Motivating employees leads to broaden skill to meet the organization’s demand The manager should have responsibility to work with employee to find out the individual needs and put them closed to the organization’s needs Satisfaction or dissatisfaction also might work as guidance for the manager to explore the needs of the employee to start with it to motivate them and attract them to better performance The manager should motivate the employees to make them satisfaction because motivations create productive employees who can save more time and effort for the company The motivated employees will more than what is expected and be more successful than others It is not just the matter of how motivated the employees are, but also how prepared they are for the job Good performance depends on whether employees are able to things The level of performance depends on the level of motivation that stimulated some one to work and carry out the necessary tasks to achieve the goals The motivation is important in any workplace and it is personal and different for each employee Depends on different needs will be created to satisfy these needs Some needs and motivation theories have been discussed in the study to clarify what might affect the motivation Vietnam Industry and Mine Investment Consulting Joint Stock Company (VIMCC) is one of leading companies in mine designing and consulting projects of industrial and civil serving for the mining, processing and consumption, trade and technology transfer in Vietnam for many years However, the employee motivation in VIMCC is not implemented well enough to develop VIMCC stronger and stronger which affects to the strategy of the company With the huge employees reaching up to 397 in which university and college level occupying 83%, which makes VIMCC develop stably and strongly for the past time, they have ability enough to complete their duty excellent so all works seem smooth and make turn-over increased rapidly However, since 2009, there were more and more employees left from VIMCC makes delayed the process of works Many employees disappointed with the motivation performance of company as salary, reward, recognition, work environment, and so on Moreover, some employees felt that they were behavior unequally to others in company That made the leader difficult to manage the company Estimation from 2009 up to 2011, there have been 50 left employees include chief of department and managers It was really problem for VIMCC leader to find out the solution for these problems So VIMCC now is facing with some problems of employee motivation In fact, there are many employees left VIMCC for the past few years, who are successful in the other company with the same fields The employees are complaint about low income, unstable work, unstable job contract, uncompetitive environment and dissatisfaction, unfair treatment, unrecognizing and so on Moreover, the employees are dissatisfied with their work because there is no motivation for them Reward, recognition, training and development are not paid attention properly To get achievement which the company set out, improving humane resources play vital role for the managers to find out in practice what the level of employee motivation the company is It is very good for them to dig deeper in reward and recognition which is valuable in the future as manager 1.2 Research objectives Objectives of the research are: - To synthesize relevant theories of motivation with VIMCC - To analyze the current motivation of employee to identify motivators and demotivators at VIMCC - To propose some solutions to enhance employee motivation for VIMCC 1.3 Research questions The research must answer the followings questions: What are the motivation factors and de-motivation factors in VIMCC? What are the factors influencing employee motivation at VIMCC? How to enhance employee motivation at VIMCC? 1.4 Research methodology 1.4.1 Research process Figure 1.1: Research process 50 Source from the survey The benefits above make employee’s long commitment with VIMCC develop the organization and structure increasingly This is the reason why 26.23% of respondents are satisfied and 22.95% of them feel very satisfied with other benefits of VIMCC, while only 4.92% respondents are not satisfied In conclusion, other benefits seems goods, VIMCC’s policy and administration need to be improved in the implementation of recruitment program, salary policy and training policy for employees, other benefits seems goods Although the theory of these program and policies are very good, the implementation is bad due to weak management, there is no effects result in practice 3.4.3 Quality of Supervision Supervision is an important duty to assess the capability, education and experience of employees to assign them the work Observation and assessment of supervisors can make the employees better or worse due to the carefulness of supervisors Table 3.9 Employee’s satisfaction on Quality of Supervision not satisfied at all Quality of supervisors not somewhat satisfied satisfied satisfied very satisfied % % % % % 6.56 29.51 34.43 26.23 3.28 Assistance of supervisors 6.56 16.39 45.90 26.23 4.92 Capability of supervisors 3.28 22.95 27.87 36.07 9.84 Fairness of treatment 4.92 24.59 42.62 14.75 13.11 Constructive feedback from manager Source from the survey From the data collected from the survey at VIMCC, mean value of assistance of supervisors for employee’s job completion is 31.31 29.51% of respondents think 51 that they are not satisfied with the amount of constructive feedback from the manager Supervisors are important because the supervisors can give the fair decision for all employees; give them opportunities to maximize their capabilities and knowledge However, VIMCC’S supervisors not care about the employees’ education, ability of knowledge when assigning the job There is a little support from supervisors during the process of completing task but the percentage of employees who feel neutral is 45.90%, 26.23% of respondents are satisfied, 16.39% have dissatisfied answer Normally, the supervisors draft the general idea of the work for employees and the employees complete it by themselves and there is no idea for details in each step Moreover, after assigning job, the supervisors have no feedback whether employees the job well and in time This leads to the dissatisfaction among employees and there is no motivation for employees after completing their task as bonus or rewards 22.95% of respondents are not satisfied with capabilities of supervisors, because some supervisors are appointed by relationship while the capabilities, knowledge and qualifications are non-standard and unprofessional This results in the lack of employee’s admiration and difficulties in monitoring and controlling them 24.59% of respondents think they are dissatisfied with the fairness of treatment of supervisors For some easy project or high profit, the supervisors assign to the employees with close relationship although they have not enough ability, qualifications and experiences So VIMCC should concern more about the supervisor quality to ensure the fair treatment for all employees to make them more interested in work and make them believe in management of VIMCC In summary, supervisor’s quality at VIMCC is very low and treatment is unequal among employees This is because supervisors lack responsibilities for their task; there is no feedback for the contribution of employees This is also due to lenient supervisor’s control 3.4.4 Interpersonal relation 52 Relationship between colleagues in the company is very important VIMCC has young and old employees so the relationship between them is very complicated So to make the working environment more interesting and motivating, all employees will cooperate together in work, support and help each other in work Table 3.10: Employee’s satisfaction on Interpersonal relation Not satisfied Interpersonal relationship at all f % not somewhat satisfied satisfied f f Cooperation among employees 8.20 21 Relationship between employees with the clients - 13 % 34.4 21.3 % Satisfied f % very satisfied f % 21 34.43 12 19.67 3.28 20 32.79 25 40.98 4.92 Source from the survey From the survey, the researcher finds out the cooperation in working among departments, 34.43% of respondents are not satisfied with this point because they not feel the cooperation of their partner when working in group, when implementing the project, there are many stages need the cooperation of some departments such as designing, controlling, consulting, technical department… If each department not complete in time, it will affect the process of the project So the cooperation of employees between departments plays an important role in VIMCC These staffs need to cooperate to the work well because each staff has their own skills and knowledge and experiences, 19.67% of employees agree that they receive the cooperation from other colleagues in their department and other department, and 34.43% of respondents are not satisfied with cooperation with colleagues because of not receiving instruction from others to complete their job That puts them under pressure to the project Therefore, to motivate employees from all departments, VIMCC needs to organize some programs to exchange information with all departments as Sport 53 events, cooking contest on 8-3, Miss VIMCC and so on These activities make employees feel intimacy, create friendship and solidarity spirit helps them share feelings with other colleagues these all increase motivation among employees Especially, the colleagues are enthusiastic at work and kind to work with vulnerable and excluded people in society However, according to the survey, there are some opinions about problems of relationship among employees in VIMCC for example: Mrs Nguyen Thi Thu in Legal Department said: “Relationship among employees is not good, they not cooperate well in group, each individual only their own work They finish their work and hand out to the leader, are not concerning about the others, they also not support other although they have the ability to do, therefore the working environment is not good, there is no coherence, I feel very stressed to work like that” Figure 3.10: Employee’s satisfaction on Interpersonal relation Source from the survey About relationship between employees and clients seems good It makes employees more interested and challenged, and they have passion for their job Being a consulting company, before and after sales services are very important; it decides the long term customers for the company Employees have to solve the 54 problem of the customer’s complaint However, VIMCC’S employees respond to clients seem good The data collected show that they have a friendly relation with clients with 40.98% of respondents satisfied; only 21.31% of them are not satisfied with relationship between employees and clients 55 In general, as Herzberg theory, working environment, company policy and administration, interpersonal relation and quality of supervisors belong to Demotivation factors (Hygiene factors) that need to ensure before improving the motivation factors From the De-motivation factors, following Maslow’s hierarchy needs, salary is considered as physiology need because it meets the basic needs of employee’s life Interpersonal relation and quality of supervisors are the social need includes the need for belongingness and love, with this need, employees can interact with colleagues and clients and supervisors, working environment is regarded as safety needs, it includes a desire for security, stability, to ensure the working environment for employees to work However, it is advisable for VIMCC to improve these needs for employees before ascending to the next level esteem needs and self-actualization in motivation factors better In conclusion, internal relationship between employees in VIMCC is not good There are uncooperative employees in department because individuals are not aware of their responsibility for their job so they not feel comfortable 3.5 Analyzing motivation factors on employees motivation In each company motivation plays the key role in motivating and retaining employees for a long time Each company carries out their own strategies about human resources in which increasing motivation, long commitment and engagement levels are key aspects nowadays Therefore, responsibility, work itself, compensation policies, career development and training programs are considered important roles in motivating employees to give high levels of performance 3.5.1 Responsibility There are some ways to motivate employees to work well If employees work more effectively, the managers can reward them a big holidays or give them specific position or even assign them important task which show that the manager recognize their capabilities 56 Table 3.11: Employee’s satisfaction on Responsibility Not satisfied Responsibility Satisfaction with responsibility you are in at all f % not somewhat satisfied satisfied f f % % Satisfied f % very satisfied f % 1.64 16 26.23 22 36.07 20 32.79 3.28 6.56 12 19.67 29 47.54 responsibility Authority to give decision 6.56 11 18.03 27 44.26 14 22.95 3.28 15 24.59 6.56 charge of Assigned important Source from the survey Most employees at VIMCC feel acceptable and satisfied with work they are in charge of; with 36.07% and 32.79% of respondents respectively This means their assigned responsibility is suitable with their qualifications and professional knowledge Meanwhile, only 26.23% of them are not satisfied with the responsibility they are assigned which is a little lower than the number of respondents feel acceptable and satisfied The employees spend more times in the company than at home, so it is important to make them interested in working environment Therefore, VIMCC should know how to make them satisfied and happy to work and assign them the work which is suitable for their knowledge and capabilities, they will solve easily and quickly that helps them find the interesting and satisfied for their work It means that they are happy to be in authority This is case for 32.79% of respondents in the survey who feel satisfied Otherwise, it will make them stressed like 23.26% of respondents because of dissatisfaction other their responsibility for their job For that reason, job description and job performance must be specified to select the employees for the necessary position, yet this process is not good leading more employees are put to the wrong position and can not be in charge of assigned tasks Mr The –who will retire this year – Chief of Personnel Organization Department, when interviewed, said VIMCC has job descriptions and job 57 performances in the regulations of the company However, some employees who are not satisfied with their responsibility of job are recruited by the relation with the leaders of the company They are very young and have recently graduated from university so they can not be assigned the important responsibility and made decision on their work The managers must consider carefully for assigning important responsibility and given authority for employees because it relates to the successes or failures of the project of VIMCC Assigning employees to the important responsibility and authority to make decisions must be considered carefully by the manager because it relates to the success or failure of the project Therefore, it should be assigned to the excellent employees with experienced and specialized knowledge which brings them opportunities to show their talent and creative in solving a problem and completing a task It is can be seen from the figures, 47.54% of respondents choose neutral for being assigned important responsibility, 22.95% of them feel satisfied with assignment of the manager The number of unsatisfactory employees accounts for 19.67%, although this number is not reasonable in comparison with the number of satisfied and neutral one, VIMCC need to reconsider about the management of human resources Similarly, 44.26% of respondents feel neutral and 18.03% of them are not satisfied about the authority to give decision in their job Because there are some positions in VIMCC like deputy director or deputy manager or deputy chief of department who are waiting for retirement or waiting for decision of VINACOMIN group to change the jobs that makes VIMCC itself dissatisfied as it does not have the authority to directly make decisions to transfer human resources In conclusion, although the number of respondents chooses neutral more than satisfied and dissatisfied point of views, there are small number of dissatisfied and dissatisfied at all remains about assigning responsibility and authorities to make decision for employees This is because the input resources are not selected carefully leading to putting employees to the wrong positions 58 which are not equivalent to their capabilities and knowledge That makes them dissatisfied with the company’s policy and their position as well 3.5.2 Work itself Most employees like to work and find working as an important part of their life Some employees, on the other hand, find work unpleasant, so job satisfaction can express how much the employees like their jobs It is important to know the levels of employee’s satisfaction at work which means the managers provide greater responsibilities, recognitions and opportunities for them because it affects directly to the effectiveness of the company Table 3.12: Employee’s satisfaction on Work itself Not not somewhat at all f % satisfied satisfied f % f 11.48 34 55.74 13 21.31 1.64 37.92 15 24.59 19 31.15 15 24.59 1.64 25.07 6.56 20 32.79 22 36.07 13 21.31 3.28 28.84 satisfied Work itself Recognition for working hard of employees Autonomy in work feedback from the manager 11 9.84 18.0 % Satisfied f % very satisfied f MEAN % Source from the survey Autonomy is one of the impetuses to motivate employees to work which allows employees to work independently to fix problems, improve procedures or enhance interactions If employees are independent to work, they will feel that the manager trust them and allow them to accomplish the task Autonomy is also the major factor affecting to employee’s satisfactions 59 Figure 3.11: Employee’s satisfaction on Autonomy in work Source from the survey In fact, VIMCC has not created autonomy for employees, from the chart and figures, it can be seen the number of respondents feel satisfied and dissatisfied on their autonomy at work, 18.03% of respondents are dissatisfied at all with the method of assigning jobs for employees It is clear that it affects directly to the benefits of the company Taking one case as an example, the employees who are have knowledge and skills enough to discuss with customer about the designing project, when the customer discuss more about the terms of the contract, about technical terms, warranty, payment… the customer will be unhappy if they are not satisfied with employee’s responds to their troubles due to lack decision-making of employees which makes customer disappointed and does not make trust in VIMCC It is a pity unless the manager assigns the job for employees, who are accustomed to their responsibilities and have necessary capabilities to solve the jobs; they would bring more benefits for the company Moreover, the works of each department are assigned by the leaders so employees always are waiting for being assigned the job; they are not dynamic and active to find effective work by themselves As a result, the more and more employees are lack works to while the number of employees is very crowded It is difficult for the leaders to distribute jobs equally for employees because the number of works is limited 60 Figure 3.12: Employee’s satisfaction on Feedback from the manager Source from the survey After each project, the good or bad results of employee’s work have to be reported to the managers Yet, the employees of VIMCC rarely receive feedback from the managers effectively From the data collected from the survey, 32.97% of respondents are not satisfied with the feedback of the company, 36.07% of respondents feel somewhat satisfied because they not need the feedback from managers or feedback from the managers is like a rule and which does not make them better The number of respondents who feel satisfied with the feedback from the managers occupying 21.31% due to receiving compensation for the work they have done in stead of reply of feedback So VIMCC need the effective feedback system to enhance the responsibility of employees and help them to work excitedly and ensure the fairness among employees In conclusion, the causes of the weakness at VIMCC are lack autonomy to solve the problems and complete their tasks independently because of low quality of supervisors and unsuitable distribution job among employees Moreover, there is no feedback from supervisors effectively to motivate employees and give them comments to make progress with their work 3.5.3 Compensations and rewards 61 This is useful tools for the manager to manage the employees if the manager makes full use of their capabilities for the development of the company As Herberg’s theory on motivation factors, compensations and rewards mention to recognition, performance appraisal and feedback from supervisors However, when analyzing motivation factors of VIMCC Company, I extend the theory of compensation and reward with finance factors because some managers directly provide the employee with cash or money, or bonuses based on performance against budget, quality or other standards may be used as immediate financial incentives Management rewards by bonus and money have become popular in some company as a means of providing employees with immediate bluster for completion of a project or activity (urich & lake 1990, 157) Table 3.13: Employee’s satisfaction on Compensation and rewards Compensation and rewards Envelop pay Recognition with your work done well Performance appraisal to appreciate your Not satisfied not somewhat at all satisfied satisfied f f f % 15 24.59 % % Satisfied f % very satisfied f % 18 29.51 14.75 16 26.23 4.92 8.20 15 24.59 32 52.46 9.84 4.92 14 22.95 19 31.15 20 32.79 9.84 3.28 9.84 26 42.62 17 27.87 10 16.39 3.28 contribution Fairness of compensation among employees Source from the survey VIMCC often compensates to employees by envelop pay after finishing the project that makes the other employees are not satisfied with 29.51% of respondents and 24.59% respondents are not satisfied and completely satisfied respectively with this compensation way In Vietnam, envelop pay is not as popular as in Europe countries There are some bad points in sending payment in envelop Firstly, pay 62 via envelope fails to stimulate the efforts of employees Secondly, it does not public the employee’s contribution to others that means their contributions are not recognized and not encourage employees to work Thirdly, paid envelop causes a mysterious feelings of something unclear transparent as Vietnamese think VIMCC should change the compensation way for employees Motivating employees can pay by money directly but it also needs to use motivators indirectly by promoting them, recognizing their achievement, etc Recognition is one of the motivators to employees; it is difficult to recognize their achievements unless the managers have set the target for the project which is assigned to the staffs The staffs will try their best to get good achievements at the highest levels Figure 3.13: Employee’s satisfaction on Recognition with employee’s work done well Source from the survey When asked about the importance of motivating factors, 65.7 % of respondents said that achievement is important to motivate them in work When the manager is asked about employee’s achievement, he said that he does not think much about employees’ achievement Without understanding the importance of achievement, the manager can not adjust the management policy to make good conditions for employees to meet the target 63 As result of the survey shows, 24.59% of respondents feel dissatisfied and 8.2% of them are dissatisfied at all about the recognition of the well-done work With this morale, the employees will not try their best so the work will not be effective Recognition should be fair enough in performance appraisal and feedback of the manager Performance appraisal will be the criterion to appreciate the achievement of the employees and feedback is one of the criteria to measure the result of the appraisal Figure 3.14: Employee’s satisfaction on Performance appraisal to appreciate your contribution Source from the survey From the survey it is clear that, VIMCC’S employees are very disappointed about the performance appraisal of the company, 32.79% of employees feel acceptable with Performance appraisal and only 9.84% feel satisfied while 31.15% of employees are dissatisfied and 22.95 % employees are dissatisfied at all because the supervisors are concerned about the results of work but ignore the contribution of each individual in the group Therefore, VIMCC needs to improve the performance recognition by setting performance appraisal to motivate employees better VIMCC need to carry out better the performance appraisal, the manager need to get feedback from the employees and chief of the departments to set up the 64 suitable criteria for the company If implementation is not in the right way, the company can not evaluate the real strives of employees Moreover, performance appraisal also helps the manager review the overall operation of company to direct human resources such as in promoting, training, recruitment, increasing salary and so on VIMCC’s practice of this work seems very bad For example, when VIMCC receives one project of consulting and designing from Ha Lam Company, the process will be divided into some departments such as: consulting, designing, technical, pit design, accountant, etc If the chief of Project not set the deadline and performance appraisal for this project, it is difficult to complete this project early The chief of project has to motivate the employee of each department to cooperate and finish before schedule with worthy compensation and rewards When VIMCC manage badly this process, it leads to delays in handing in the work to the customers and there will no rewards for employees Some departments may complete their duty before schedules but they still are not recognized with rewards because the project is punished due to delay of others departments The success of the project involves all the strength of all departments, not only one or two of them, thus Performance appraisal should be set up in as more details as possible so that it can show clearly the achievement and recognition of the employee’s strives If VIMCC does not set up performance Appraisal immediately, this can be seen as a precedent and other employees have no incentives to work hard In conclusion, VIMCC’S compensation and rewards not seem good to motivate employees because there is no performance appraisal to recognize employee’s achievement to promote them to make unfairness treatment of compensation and rewards 3.5.4 Career development and training Career development and training is opportunities for employees to develop their career in the future It is one of the criteria for employees to apply in and make commitment for a long time with company VIMCC has some difficulties in creating opportunities for career development and training as follow ... questions: What are the motivation factors and de -motivation factors in VIMCC? What are the factors influencing employee motivation at VIMCC? How to enhance employee motivation at VIMCC? 1.4... Information need to collect - Factors affecting to employee? ??s satisfaction and motivation at VIMCC now - Situation of employee motivation at Survey 61 employees and (questionnaires) managers at. .. on employee motivation Chapter 3: Analyzing current employee motivation at VIMCC Chapter 4: Solutions to enhancing employee motivation at VIMCC 11 CHAPTER THEORETICAL BACKGROUND ON EMPLOYEE MOTIVATION