The Mobile Telecommunication Industry In Sri Lanka Management Essay

In the recent yesteryear there has been important concern about employee motive and organizational public presentation. The corporate universe is confronting rapid alterations and going extremely disputing with the day-to-day increasing degree of competition. And facets of globalization has a major portion to play in this with increasing communications with planetary communities have created new concern chances for bing concerns and more chances for transnational companies has besides been created. In bend this has led the administrations to be extremely ambitious and competitory. With all this alterations taking topographic point administrations are compelled to implement best concern patterns that certify efficiency and effectivity. Companies have to pull off all factors of production ( work forces, machine, stuffs and money ) sagely to retain and vie in the market. Among these four factors pull offing human resource is the biggest challenge, since in employee direction it requires adept handling of ideas, emotions and feelings if highest productiveness to be achieved. In order to confront this challenge organisations adopt the most efficient human resources direction schemes that will assist in guaranting satisfaction and motive of the employees thereby to increase productiveness. Schiller ( 1996 ) is of the position that the occupation public presentation is really the merchandise of an person ‘s motive and ability.Also recent research Syptak, M.David, and Ulmer, ( 1996 ) has shown that the satisfied employees tend to be more productive, originative, and committed to their employers. It has besides been identified that human resources is the most of import resource that the administration possesses and in the recent yesteryear so much of focal point is paid to this really valuable and volatile resource. Due to this phenomenon surveies and ways and agencies and great many thoughts have been generated to guarantee that this resource is non taken for granted, or left out.

Motivation

Administrations operate to accomplish net incomes, and net incomes come from productiveness and the maximal end product for the input that is imparted. So the mission for bettering public presentation in an administration is one of the nucleus visions of direction. There are many factors involved in this, such as holding the right equipments, people with the precise accomplishments, abilities and cognition, decently defined procedures and right sort of organizational model. With holding all this in topographic point it is really of import that the people should be willing to work and give their all towards the organisation.. Employees need to be motivated by some agencies to get down the undertaking which will lend to the company to file away its aims. Motivationis non merely a word that derives from the word motivation which means desires, thrusts, needs or wants of persons, but besides the bombilation word of twenthieth century administration civilization and these assorted motivations should be fulfilled to hold a satisfied employee that will lend and remain lending every bit long as they are working in the organisation..

Motivation is an internal desire and force that drives to carry through undertakings and ends. In the ideal state of affairs, we learn, develop accomplishments, and turn every bit persons as we move towards these ends. If a company is able to actuate its staff and assist them experience of import, well-thought-of and appriciated positive consequences will get down to blossom.

Motivation is extremely indispensable in every working environment and it is different from individual to individual, since demands differ from each other companies required to utilize different schemes to fulfill these demands. Several motive theories and surveies have been discussed in this survey to understand what might consequence to increase motive and how those patterns translate to this survey.

High motive will significantly lend to an exceeding public presentation. Effectiveness of an person ‘s work depends on the ability to execute on a undertaking and a pleasant working environment. Skills and ability can make up one’s mind by employee ‘s public presentation of the given undertaking. Missing of accomplishments can be managed appropriate preparations, on the occupation coaching or fiting the accomplishments with a different undertaking or a function ; every bit working environment can be improved by supplying better installations and resources. However actuating employees are complex than we think since it changes single to single because their demands, aspirations and nucleus values are different to one and another.

Motivation loosely can split in to two intrinsic motives, focused on factors that are inside a individual and based on single demands. Thesiss are discussed under some classical theories such as Herzberg two factor theory, Alderfer ‘s ERG theory, McClelland learned demands theory, and needs theory of Maslow. One primary issue with intrinsic motive is to placing the demand and the effectivity of the relevant factor since this can be identified merely by detecting the peculiar employee ‘s behavior. Other motive type is extrinsic motive ; extrinsically motivated persons are motivated by external factors like wagess of a touchable nature as money and inducements.

Motivation produces a satisfied and productive employee who saves the clip and attempt. The motivated employee is more passionate about work and voluntaries to make more work than what is expected ever goes the excess stat mi to finish a undertaking and more successful winners than others. Those employees are good resources to a company and a theoretical account to be followed by other employees and add positive part for work within the company.

Highly motivated employees are true assets to any organisation. They ‘re productive, energetic, eager to take on extra duties, and pleasant to be with and work with. Furthermore, they spread their enthusiasm and work ethic to others ( David, 2005 )

Employee motive is necessary in today ‘s corporate universe for the success of the company hence in the modern workplace high accent is given to human resources. Because motivated employee is productive, committed and in bend cut down turnover, addition public presentation.

Mobile industry in Sri Lanka

The telecommunication industry ever been a province owned industry until 1989 when authorities decided to alter the province monopoly to the privet sector. During this period, nomadic telecommunication was introduces to Sri Lanka by Celltel, the first Mobile operator in Sri Lanka, with a “ Brick sized ” pocket wireless type Mobile phone merely used by the upper category society. Till so until today with the development of nomadic telecommunication sector, market topographic point became more competitivewith entryway of new nomadic operators. Today there are five nomadic operators viz. Dialog, Airtel, Mobitel, Etisalat and Hutch.

The nomadic telecom industry in Sri Lanka is one of the most dynamic sector ‘s of the state. Significantly lending to economic growthby investings, employment, and invention with presenting latest engineering.

Sri Lanka nomadic telecommunication industry is one of the quickly altering and spread outing industries ; this is chiefly due to the debut of new engineering and the increasing demand by the people. It is apparent that incursion and the use of Mobile and communicating installations are increasing hence as one of the fastest turning industry ; telecommunication industry has a larger influence in other industries and consequently in the state ‘s economic system as a whole.

Technology wise Sri Lanka telecommunication industry has been in the head in the part being first to establish most of the engineerings such as GSM, CDMA, Wimax, 3G, HSPA etc.. This sweetening of communicating has lifted the life style and quality of life in all sections of the population and made this island a smaller topographic point due to connectivity and engineering.

Dialogue

Dialog Axiata PLC. , a subordinate of Axiata Group Berhad, is the largest telecommunication web supplier in Sri Lanka. Dialog has spearheaded the nomadic industry since the late 90 ‘s, it besides has expanded its concern to satellite telecasting ( DTV ) , broadband and fixed telecommunication.

With align to its vision of “ To be the unchallenged leader in the proviso of multi-sensory connectivity ensuing ever, in the authorization and enrichment of Sri Lankan lives and endeavors ” duologue has set up itself as the innovator Mobile operator in heightening user experience through value added services ( VAS ) & A ; presenting new engineering such as being the 1st operator to present Short message service, WAP, GPRS, MMS ( Wireless cyberspace for phones ) , Mobile-commerce, nomadic electronic mail, information on demand services good in front of regional webs as VAS. Besides Dialog was the first to establish commercial 3G operations HSPA+ and 4th coevals LTE in South-Asia. ‘In-flight and ocean coverage ‘ which enables clients to safely utilize Mobile on flight and in ocean, this yet another enterprise of duologue to enrich clients communication experience.

Apart from Mobile, Dialog has invested in DTV, the individual largest digital service supplier in Sri Lanka, Broadband cyberspace and fixed telephone precursor in fixed informations and voice connectivity, Having pre-packaged high-velocity cyberspace solutions, although this was a difficult market to breakthrough, Dialog managed to come in and keep a steady base that officially belonged to SLT. Dialog Tele-Infrastructure, Sri Lanka ‘s prima supplier of telecommunications infrastructure supplying state-of-the-art transmittal for accredited operators makes Dialog the state ‘s innovator in information & A ; communicating engineering industry.

22 service Centres, 90+ service points ( Franchise ) , 2000+ retail merchant points, state ‘s largest client contact Centre and 1600+ 2G & A ; 600+ 3G base station are build to present quality service to its 7 million+ clients.

Dialog employs about 2544 people, and 9 % of it in senior direction class and remainder as 36 % in-between direction, 28 % executives and 27 % non-executives. ( Dialog sustainability study 2011 )

Dialog certified for ISO 26000s

Research job

The nomadic telecommunication industry has come to its adulthood phase. In twelvemonth 2008 Dialog was holding the market portion of 53 % ( Fitch evaluations ) and remainder of the operators shared the remainder Dialog spearheaded the industry with no competition. After the denationalization the market became competitory and ab initio operators expanded their coverage in all parts of the state and increased their client base. Dialog being the 1st to establish GSM engineering and with the biggest coverage they were the market leader with a market portion of 53 % and was gaining robust net incomes and was able to keep their ain duties. Whereas other 3 operators, Mobitel, Etisalat ( so Tigo ) and Hutch were holding medium net incomes and they were viing with each other.However as clip passed the signifier of competition changed specially with the launch of India ‘s one of the biggest Mobile operator Airtel in 2009 where they hit the market difficult with subscribing 1 million clients in merely six months and universe 15th largest telecommunication giant Etisalat pickings over Tigo made a immense impact to the nomadic telecommunication sector.Now with five participants in the market competition kept on lifting. Dialog still being the market leader, market portion has gone down to 38 % ( Fitch evaluations ) , as the new entrants are drawing endorsers from other webs. In this marketcompeting has become more constricted since there are no obvious alterations in the merchandise and merchandise is going standardised by the twenty-four hours. All most all the value added services provided are similar. Dialog known for its invention and first in establishing new services ; nevertheless other operators adapt it rapidly. Besides every operator is spread outing its coverage quickly island broad duologue no longer will hold the border over coverage as well.This led to an aggressive monetary value war and operators had to cut down duties to retain their market portion which hit their bottom line massively. And the telecom regulative committee ( TRC ) had to enforce floor duties to stop this monetary value war. Today the Mobile has about become a trade good merchandise and monetary value is non a competition tool any longer. Subscriber acquisition and keeping of clients become a tough undertaking.

In 2011 harmonizing to Fitch evaluations, Sri Lanka Mobile industry was one of the most competitory markets in the Asiaaˆ?Pacific part, where there are five nomadic operators viing to provide to a entire population of 21 million. And the nomadic users for twelvemonth 2011 is 18.4 million ( Central Bank of Sri Lanka ) which is being shared within five operators from which 82 % of the market portion is with Dialog, Mobitel & A ; Etisalat.

For sustainability of the operators they are required to retain their endorsers and besides they need to pull clients from other operators and expand the concern. Since there are no obvious alterations in the merchandise in this extremely competitory and volatile market client churn, in other words exchanging webs is truly high. Because the industry has reached its adulthood degree chiefly net incomes are non initiate by initial merchandising but from the long stay of the client therefore in this state of affairs it is of import to derive client trueness, which is where clients have a profoundly held committedness to re-buy and re-patronise merchandises and services systematically in the hereafter, against all odds and at all costs despite strong selling attempts of rivals. ( Oliver, 1997 ) . Therefore to retain its market portion and to spread out, chiefly operators should seek to cut down churn, increase client trueness and seek to pull clients from other operators.

As discussed above in Sri Lanka Telecommunication industry operators must keep legerity and originative border at all times. Besides a high degree of service should be provided to clients to retain and to make a trade name trueness in bend addition the profitableness of the company.

To make a satisfied Customer there should be a satisfied and a productive employee to function that client, as per a survey done by Sears Roebuck & A ; Co. showed that a five-point betterment in employee attitudes led to a 1.3 rise in client satisfaction which, in bend, generated a 0.5 addition in grosss. Besides Wiley & A ; Brook ( 2000 ) reviewed the “ relationship between fiscal success and client and employee variable ” and found that client satisfaction and client trueness was accounted for by employee attitudes. A Harmonizing to Entrepreneur.com, high degrees of employee motive and battle are straight linked to a company ‘s client service degrees and satisfaction.

In nomadic telecommunication industry to be in the concern and to increase net incomes it is indispensable to retain its clients, cut down churn by increasing client trueness. To construct that client satisfaction and the trade name trueness which besides helps to convey in new client by word of oral cavity, company should hold a solid relationship with the client.

This is chiefly depend on the gross revenues, client service and contact centre Staff as they are the first contact point of clients and how good the communicating takes topographic point. However support staff is besides has a bigger portion such as the velocity of ailment declaration, triping a requested service or go toing to a proficient issue of the client etc.. Therefore company equals the employees and everything is depend on the public presentation of the staff.

Employee satisfaction is high does non intend that the employees are productive as good. Employees need to hold some kind of an internal motive to execute better in their occupation. Because if the employee is demotivated, their focal point get shifted to self-interest and they are no longer interested in fulfilling the client. Employee will halt traveling the excess stat mi to function the client better or work out a client ailment faster to supply a better service.

Supplying first-class service is a cardinal factor to retain clients. If clients does non acquire a proper service they tend to go forth the web since there is no huge difference in the merchandise offered. A Harmonizing to a new Consumer Reports ‘ study, 65 per centum are “ enormously annoyed ” by ill-mannered sales representatives and 64 per centum of respondents said that they had left a shop in the old 12 months because of hapless service, with client satisfaction and the trade name trueness will besides assist to convey in new client by word of oral cavity.

Rational of the Study

In nomadic telecommunication industry if a company desires to prolong with the highest market portion, fulfilling the client is of import. Happy employee peers happy client. If the organisation does non make superior value for its employees, it is really hard for the employees to bring forth superior value for clients ( W. Earl Sasser 2003 ) .

Therefore maintaining employees motivated is critical to keep a productive and a successful concern. Employers must happen ways to actuate employees and do them work up to their full potency. To make this efficaciously employers should place and understand the factors that motivate each person within the context of their several occupation functions.

Due to the of import nature of the capable affair and the implecations of motive right implemented and understood, this survey becomes an of import 1 as a desirable on the job conditions and motivated persons can do the industry more successful and the economic system better and fruitful.

In this survey it is expected that consequence of this survey, would merely be supportive to place the most of import factors that motivates employees to execute efficaciously and expeditiously in their occupation function in nomadic telecommunication sector.

Purpose of the Study

As there tend to be much empirical and theoretical grounds sing motivated employees performs better, and that motive is cardinal in a successful organsitionand industry. This survey attempts to look into the cardinal factors that motivates employee to execute better in Dialog Axiata PLC, the taking telecommunication company in Sri Lanka. Besides the issues and jobs that the direction is confronting every bit good as other deductions will besides be examined and researched as a portion of this survey.

Aims of the Study

To find the relationship between factors of motive and Performance, in the workplace.

To find the relationship between motive factorsand Motivation in the workplace.

To find the relationship between motive and public presentation of the employees.

To place the critical motive factors should be used by the employers to actuate employees

Hypothesiss

To turn out or disapprove supra mentioned aims below hypotheses will be tested.

Hypothesis 1:

Null hypothesis – selectedmotivation factors does non actuate employees.

Alternate hypothesis – selectedmotivation factors motivates employees.

Hypothesis 2:

Null hypothesis – selectedmotivation factors does non increase Performance.

Alternate hypothesis – selectedmotivation factors increases Performance

Hypothesis 3:

Null hypothesis – Motivation does non increase Performance.

Alternate hypothesis – Motivation additions Performance

Restriction of the survey

This survey has restriction due to the clip limitation and practical troubles of roll uping informations and analyzing the information. When roll uping informations the study questionnaire is near complete questionnaire hence this will restrict the respondents ‘ picks that really reflect their existent feelings.A

Therefore it was hard to acquire the qualitative facets of employee behavior as it can non be measured efficaciously by a stopping point ended study questionnaire. So to get the better of that I have included inquiries that are capable to sort more meaningful and empirical looks of the constructs of

motive.

Besides there would be incidents where employees will be loath to reply or to give the correct reply.

Another restriction would be that this questionnaire is answered merely by frontline and gross revenues staff of Dialog. Therefore more research is needed to place back uping staff motivational issues.

Structure of the survey

The survey via media of 5 chapters and each chapter will supply an penetration to understand the research survey as whole.

Chapter 1 Introduction – delivers a brief overview of the background of the research country, research job, rational, purpose and purpose of the survey with construct to foreground the research job. Furthermore the aims and the hypotheses formed to file away those aims.

Chapter 2 Literature Review – addresses the relevant literature relate to the survey in order to acquire an consciousness of the research job by measuring theories related to motive and the surveies and by other research workers. Thereby construct the conceptual model which will assist to develop the questionnaire and the treatment of the survey.

Chapter 3 Research Methodology – provides an overview of the methodological analysis used for the chosen subject in order to transport out the research. The countries addressed under this chapter are the research design, questionnaire design, the population and the sample size of the survey and informations aggregation and analysis methods.

Chapter 4 Finding and analysis – focal point on the analyzing collected informations via questionnaire utilizing statistical tools to acquire more specific consequences relevant to the survey. Therefore presented in the signifier of tabular arraies or graphs with a clear account.

Chapter 5 Discussion – this chapter highlights the consequences of the analysis in more elaborate mode mentioning to theories and studied from past literature, comparing with the conceptual model. Besides the results related to aims are addressed with the ground and account.

Chapter 6 Conclusion and recommendation -provides the overall decision and sum-ups all the findings to convey out the chief findings of the survey. This provides replies to all raised inquiries by run intoing the aim. And besides province the recommendations for awaited future deductions.