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Workplace Motivation

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Running head: WORKPLACE MOTIVATION

Workplace Motivation
Lester Cash
University of Phoenix
Human Motivation
PSY 320
Joan Phillips, PhD
July 24, 2007
Abstract
Continuous Quality Improvement, Shared Governance, leaders leading by example and pay for performance are just a few of the many programs implemented at St. Anthony Hospital in Oklahoma City, Ok. in an effort to motivate employees to perform to exceptional standards. This paper describes just a small portion of how these programs attempt to motivate the employees based on different motivational theories.
Workplace Motivation
I work for St. Anthony Hospital in Oklahoma City, Ok. St. Anthony is one hospital in a network called Sisters of Saint Mary Healthcare (SSMHC) based in St. Louis, Mo. and has 20 hospitals in the system. (Sisters of Saint Mary's Health Care [SSMHC], 2007)St. Anthony is the largest entity in the organization and therefore, motivation is a factor in everything that all levels of management perform. St. Anthony employees over 5000 staff and has within the past year introduced several motivational techniques and ideas to motivate employees. If the techniques that have been implemented at St. Anthony work they will become a system wide initiative. In this paper I will attempt to exam and explain how the various motivational strategies affect productivity, how the organizational efforts to improve performance have been received and the steps taken to change employees’ resistance.
In 1990 SSMHC began a journey into Continuous Quality Improvement (CQI). The overall theory in CQI is to empower employees to take an active leadership role in their workplace. CQI gives each employee the tools needed to look at a problem, analyze the potential solutions, and implement a proposed solution then to monitor the results. This active leadership role now known as Shared Governance was the first step in an attempt to motivate employees to give exceptional care. Shared Governance has a simple foundation to build from and the theory is that when people are give the opportunity to decide the best way to perform their own job they are more accepting of the changes resulting in better buy in to the change. People also tend to feel valued and respected when their opinion is asked for about their job. St. Anthony implemented Shared Governance by deciding to have every department create what is now called a department based council or DBC. The DBC members are approximately 5-10% of the department’s total staff and are a representative from every job description and every shift on the DBC. The DBC teams meet once a month for 8 hours a day and each DBC decides what day it will meet and what hours. Since the implementation of Shared Governance at St. Anthony Hospital employee opinion satisfaction survey results have been on a steady increase with 2007 being the best year every with a mean score of 75.2 or a ranking in the 90th percentile when compared to all hospitals in the United States of the same size. (SSMHC, 2007)
In the previous paragraph I mentioned the employee opinion satisfaction survey and this is one of the keys to the motivational strategies at St. Anthony. An organization can implement CQI or Shared Governance however, if the organization doesn’t take the time and effort to ask all employees their opinion as to the overall effectiveness of the DBC’s and the organization, motivational influence will decrease. St. Anthony decided to use the Press Ganey survey as it is a nationally accepted survey and it also allows the organization to be compared nationally to other organizations of the same size. The opinions expressed on the survey results give the organization a top 10 list of things that a majority of the staff says need to be improved. St. Anthony takes the top 10 lists to heart and concentrated on the top 3 for the upcoming year. The results are that the three areas of improvement concentrated on by the organization are generally in the top 10 of best areas on the following survey.
The next idea introduced to staff in an attempt to increase motivation and productivity is “Meetings with the President.” Joe Hodges wanted all hospital employees to know that he was always open to any ideas and concerns that the staff had. Mr. Hodges also wanted to be able to tell staff personally what the finances of the organization are month to month and to be open and honest whether things are going well or poorly. Mr. Hodges also wanted to be a visible leader for the organization. Many organizations today have a President or CEO that the staff could not recognize if they were to come face to face with that leader. Mr. Hodges on a daily basis walks to the different departments, nursing units and all other areas of the hospital to visit with staff, patients and families. Staff is able to see this interaction and in seeing Mr. Hodges leading by example they are motivated to do the same.
Another issue in organizations with motivation is that is seems the working staff are always the ones getting into trouble for not following set guidelines. Staff will complain that they see managers, directors, supervisors, Vice Presidents and others in upper level leadership that don’t follow the set guidelines. They see this as different standards and therefore, are not motivated to perform. St. Anthony implemented the “Catch a Leader” program. The rules to this program are simple, every one is equal and just as leadership will visit with staff when they are observed not following the rules when a staff member catches any member of leadership not following the rules they are able to report that leader, give them a “red tag” and the staff becomes eligible for a free meal in the cafeteria. This program has met with success as staff is now able to see all leadership perform to the same standards that are placed on them.
The final program implemented that was implemented in 2007 to improve motivation is called “Pay for Performance.” St. Anthony wanted to maximize the productivity of the organization and improve the staff willingness to work hard for the results the organization expects. In the past annual evaluations and increases ranged from 1% to 3%. This amount of increase has been a negative motivator for staff when the cost of living increase nationally is 3.3% (Social Security Online, 2006, P. 1). The Pay for Performance has 3 essential processes. The first process is that the organization sets 5 goals to meet for 2007. the second process is that each department then sets 5 departmental goals based on the organizations goals. The third process is that the entire staff of a department receives the same percent increase based on the number of hospital goals and departmental goals that are achieved. The theory behind this motivational factor is that staff are aware that not only does what they do affect their increase it also affects the increase of their peers as well as potentially the entire organization. Staff is less likely to sit back and let a low performer continue to be a low performer, they are more likely to try to assist that person in improving the area of need.
In attempting to identify and analyze the implications of two motivational theories not currently in practice I initially was stalled. St. Anthony incorporates many of the 24 theories listed in chapter 1 of the book Understanding Motivation and Emotion by Johnmarshall Reeve (Reeve, 2001, p. 22). Cognitive Evaluation theory is not addressed by St. Anthony in a direct way. Cognitive Evaluation theory states that when looking at task, one evaluates it in terms of how well it meets one’s needs to feel competent and in control. If one thinks he or she will be able to complete the task, he or she will be intrinsically motivated to complete the task, requiring no further external motivation. (ChangingMinds.org, n.d., P. 1). St. Anthony has many tasks given to the staff and ways to develop problem solutions but no direct motivating factor to address how staff may feel of their ability to complete the task. Cognitive Dissonance is another theory that is not directly addressed at St. Anthony. Cognitive Dissonance theory states that a tendency for individuals to seek consistency among their cognitions (i.e., beliefs, opinions). When an inconsistency between attitudes or behaviors (dissonance), something must change to eliminate the dissonance. In the case of a discrepancy between attitudes and behavior, the most likely is that the attitude will change to accommodate the behavior. (Festinger, n.d., p. 1). St. Anthony gives employees the problem solving skills but not the training as to what to do when a person’s beliefs and opinions differ. I believe that in addressing cognitive dissonance and cognitive evaluation St. Anthony could gain a greater motivating influence with the staff.
St. Anthony Hospital has implemented many motivational theories into practice in an attempt to get the most from employees and in return reward those employees who give the best effort. As with any business change is not always welcome and many of the motivational theories at St. Anthony address how to motivate the staff that is against change. I believe that St. Anthony believes in its staff and understands that by motivating the staff to want to come to work productivity will be increased as well as overall acceptance to change. References
Alonzo, V. (1999, April). Don't let them by like Mike. Sales & Marketing Management, 151, pp. 22-23. Retrieved July 16, 2007, from http://webebscohost.com/ehost/detail?vid=1&hid=106&sid=80f96610-1598-451b-aae3-c6250fa25402%40sessionmgr108
ChangingMinds.org (n.d.). Cognitive Evaluation Theory. Retrieved July 23, 2007, from http://chingingminds.org/explanations/theories/cognitive_evaluation.htm#References
Festinger, L. (n.d.). Cognitive Dissonance. Retrieved July 23, 2007, from http://tip.psychology.org/festinge.html

Garone, S. J. (2001, May/June). What Makes People Work?. Across the Board, 38, pp. 79-80. Retrieved July 16, 2007, from http://web.ebscohost.com/ehost/delivery?vid=3&hid=5&sid=df46bfcb-1e8c-4a50-b2d6-eb
MacInnis, P. (2003, February 14). The Human Factor. Computing Canada, 29, p. 10. Retrieved July 16, 2007, from http://proquest.umi.com/pdqweb?did=321043761&sid=19&fmt=4&clientid=2606&RQT=309&VName=PDQ
Reeve, J. (2001). Introduction to the study of motivation. In (Ed.), Understanding Motivation and Emotion (3rd ed., pp. pp. 1-70). 2001: John Wiley & Sons Inc..
Sisters of Saint Mary's Health Care (2007). . Retrieved July 23, 2007, from http://www.saintsok.com
Social Security Online (2006, 3rd quarter). Latest Cost-of-Living Adjustment. Retrieved July 23, 2007, from http://www.ssa.gov/OACT/COLA/latestCOLA.html
Tietjen, M. A., & Myers, R. M. (1998). Motivation and Job satisfaction. Management Decision, 36, p. 226. Retrieved July 16, 2007, from http://proquest.umi.com/pqdweb/sid=2&vinst=PROD&fmt=3&startpage=-1&clientid=260
Woodruffe, C. (2005, Autumn). They've got a job! What more could they want?. Management Services, 49, pp. 24-26. Retrieved July 16, 2007, from http://webebscohose.com/ehost/delivery?vid=3&hid=16&sid=e3c42259-1f3d-4a82-b10c-4

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