Staff Welfare and Motivational strategy
for Human resources of CBEC
In house mechanism and
grievance redressal for moral boosting
Presentation by:
Group VI
Neeraj Kansal
Gaurav Masaldan
Avinash Thete
Vinayak Azad
Suresh Nandenwar
M Anal
Objectives / Why
• Minimum Government, Maximum Governance
• Effects on Employee Performance as
Performance = Ability x understanding of the task x motivation x environment
• As a Managerial duty (we are privileged lot)
• Importance in public sphere
• An Intrinsic as well as an Extrinsic factor
• Hampering factors upfront
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Reputation of being lazy & lethargic
Seniors feel that they have no motivational tools
Hierarchial structure
Hierarchial culture
Plateauing/Aging employees who get motivated with nothing and are non
IT savvy (IT Immigrants)
WHAT IS THE WAY FORWARD i.e. IDENTIFY TOOLS & TACTICS FOR
EMPLOYEES AS ALSO THE WORKING ENVIRONMENT (Innovative,
Supportive or Bureaucratic)
KEY AREAS OF GRIEVANCES/MALAISE:
• Timely promotions have not been taking place across all
levels.
• No proper career planning - dis-satisfaction of employees
• Transfer policy is neither transparent nor is it implemented
strictly. Lacks fairness. Vindictive at times. Partiality galore..
• Lack of proper infrastructure and lack of planning with
reference to the increasing needs of the organization.
• The system of ad-hoc promotion - creates uncertainty in the
minds of people.. Empanelment issues
• Lack of trust among officers at various levels - No teamspirit/ lack of camaraderie
• Delay in disposal of vigilance-related and disciplinary cases
– such cases used at crucial times against officers
WHY EFFORTS FAIL (some stray cases of effort only though)
1. Irrational behaviour of human beings – Predictably Irrational
2. Governments stress on compliance rather than encouraging
commitment or consciousness
3. Rule of Law v/s Rule of the Ruler
4. We only give Monetary rewards and Recognitions like
Presidential award/WCO certificates
The biggest failure is when you are not able to retain
such employees who don’t have very high
expectations from the department
IN-HOUSE MECHANISM FOR STAFF WEFARE
• 1985 - for the purpose of staff and their families and for
acquisition of anti-smuggling equipment of a specialized nature a
separate Section was created under CBEC.
• 2002 - Directorate of Housing & Welfare was set up.
• The funds for the said purpose were financed by transfer of 10%
of sale proceeds of confiscated goods and Customs/Excise duties,
fine, penalty realized in offence cases credited to the Govt.
• The distribution of credit of 10% among three funds was as under:
Welfare fund= 1%, Performance Award Fund=4%, Customs Special
Equipment Fund= 5%
• 2008 - A full-fledged Directorate General of Human Resource
Development by merging the erstwhile Directorate of Organization
& Personnel Management and Directorate of Housing and Welfare
BACKGROUND…. MOTIVATION
Dictionary meaning
Real Meaning
• Goad to Action
Set of psychological process that cause the
arousal, direction and persistence of
individual’s behaviour towards attaining a goal
Theories of Motivation
Need Theories
Abrahm Maslow – Hierarchy of needs (5)
Alderfer (Existence Relatedness Growth)
Douglas McGregor (X and Y)
Just
theory
Herzberg (two factor theory)- motivators & hygiene factors
Cognitive Theories
VIE (Valence, Instrumentality & Expectancy)
Equity theory (Stacy Adams)
Goal setting Theory (Locke & Latham)
Technique Theory – Job Design
Public Service Motivation (PSM) Theory
Abrahm Maslow – Hierarchy of needs
changes with time
What is relevant for us at CBEC
• Herzberg
• There are only two factors
• One promotes satisfaction, i.e.
Motivators – Recognition, achievement,
responsibility, growth, advancement
• Other prevents job dissatisfaction, i.e.
Hygiene factors – working environment,
fairness, interpersonal relationships
• McGregor
• Promote employee participation
• Create challenging jobs
• Maintain good interpersonal
relationships
• Recognition and self fulfillment are as
important as money
• PUBLIC SERVICE
MOTIVATION
• Govt. employees are
unique and different from
their private counterparts
• They are driven by higher
order needs
• Attraction to public policy
making
• Desire to serve the public
or self commitment to
reach social equity
DATA AND METHODS
14 TOOLS OF MOTIVATION
METHODS
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• Studies available / Data Mining
Rewarding
Recognition
Feedback
Relatedness
Autonomy
Challenges
Growth- career and training
Interesting work
Important work
Participation
Interpersonal relationship
Working environment
Fairness
Work life balance
• Paper on Impact of Tax Administrative Reforms
on Employees: Work Motivation: A Case of
Federal Board of Revenue, Pakistan By Bakhtiar
Muhammad and 2Kashif-ur-Rehman, Shaheed
Zulfikar Ali Bhutto Institute of Science and
Technology, Iqra University, Islamabad, Pakistan
• Study on motivation of Para Military
Forces in India by Prof Dheeraj Sharma, IIM
Ahmedabad
• Okorie, C. O. (2013) Employee Motivation
and Effective Service Delivery in Nigerian
Public Enterprises. Journal of Arts and social
Sciences vol.1 (2).
• Motivating Public Sector Employees – An
application Oriented Analysis of possibilities
and practical tools- paper by Yair Re’em, Hertie
School of Governance, Berlin.
KEY FINDINGS
Who needs to learn – obviously THE BOSS
Aristotle said
All Good leaders need to use:
1. Pathos (Charisma, influence, vision –soft power)
2. Ethos (set standards and show integrity)
3. Logos (logic, managerial competence, etc.)
If you don’t have them, use must rely on contracts or
torture….
i.e. Rewards OR Discipline OR Intimidation – Hard
powers
(Leaders evolve from the space of consciousness and not expertise)
How to Learn – come out of Management Bubble
Who will help
• Hire people who don’t
listen to you
• They will give you different
perspectives
• Lunacy of many is better
than a lone genius
• Hear a weird idea and
check it empirically to
break out of the dominant
logic
What will happen
• Change in
▫ Organisational culture
▫ Organisational practices and
procedures
▫ People’s minds
▫ For Example: Delegation- If you want
to go up, there are things you have
to be willing to give up
▫ No executive has ever suffered
because his subordinates were
strong and effective
▫ Empowering others can free you
personally to have more time for
important things
TOOLS & TACTICS – Illustration for 2 /14 tools
TOOL-Training
Tactics:
1. Be aware of the power of
informal training and
foster it
2. Send employees for
formal training despite
the costs
3. Provide training as an
empowerment and
refreshing tool
4. Provide MCTP like
trainings as a reward
• TOOL – Work Life Balance
Tactics:
1. Take the time to listen to
Employee’s personal
problems
2. Offer a working
arrangement that supports
Work Life balance
3. Measure employee
performance by focussing on
their output
4. Force your staff to take
proper breaks and rests
TOOLS & TACTICS – Illustration for 2 /14 tools
TOOL-Recognition – feeling valued
is a fundamental emotional need
Tactics:
1. Informal recognition
2. Formal recognition – in
writing or in public
3. Timeless tool – can be
used throughout the year
4. Person to person OR
person to Group
recognition
• TOOL – Interesting work
Tactics:
1. Competency mapping
2. Aspire to make a match
between employees interest
and work. Airport is an
example
3. Give hot topics to the
employees you want to
motivate.. E.g. issues under
media attention
4. Junior employees work on bits
and pieces of a big puzzle they
never get to see. Show them
the top of the pyramid
Honesty
• People don’t want to be a told a story..
• They want to be a part of it.
• It gives them a sense of inclusion, belonging,
competency and autonomy
• They are more forgiving and ready to give in their best
in case you are upfront in your weak areas
Courage of conviction – Do and ask forgiveness rather
than seek permissions
The Art of knowing what to overlook
TACTICS
• “ I believe in you”
• Encourage…. There are enough of critics already
• Allow/help subordinates to go where they want to
go and they will take you where you want to go
• How to change 5 things in your wish-list by 5 things
that someone else wants
• My goals should have a chance of fulfilling others
goals too.
• Trainings like MCTP for junior employees
• Send officers of the level of
Inspectors/Superintendents for international
trainings of their level officers
Mantra
In every office, you hear the threads of
love and joy & fear and guilt…
The cries for celebration and reassurance..
And somehow you know that connecting
those threads is what you are supposed
to do…
And business take care of itself
And business take care of itself……
MOTIVATIONAL STRATEGY
Empathy & Magnanimity
Compassion & Forgiveness
ARE NOT JUST WORDS…..
These are replacements for
witch-hunting & scores to settle
jealousy & hatred in the garb of strong likes and dislikes
GRIEVANCE REDRESSAL MECHANISM
Be accessible with an open mind and give a timely
redressal
(Time and grace is the core)
Questions please/Discussion time