ABSTRACT
Members of the mobile workforce and deposit money banks that employ them face a double-edged sword. On the one hand, it is desirable for mobile workers to remain as productive as possible when they are on the road. wnfortunately, life is not perfect and neither are people, so how do deposit money banks gauge whether a mobile employee is an asset or liability? On the other hand, not all venues that accommodate these workers are entirely conducive to productivity.The main objective of the study is to investigate the effect of mobile workforce management strategies on performance of deposit money banks in South East, Nigeria. The specific objectives sought were to: determine the effects of mobile technology on productivity of deposit money banks in South- East, Nigeria, establish the extent of the effect of biometric time and attendance system on deposit money banks market share in South- East, Nigeria, assess the effects of mobile applications on stakeholders’level of satisfaction of deposit money banks in South- East, Nigeria, ascertain the effect of contemporary environmental factors on the growth of deposit money banks in South- East, Nigeria and determine the relationship between the challenges of mobile workforce management strategies and the profitability of deposit money banks. The researcher adopted the survey design for the study. The population of the study is Six thousand four hundred and ten (6,410) comprised of both the senior and junior staff of the selected eleven deposit money banks in South East Nigeria. Primary and secondary sources of data were used in the course of the study. Works of other authors related to the study were reviewed. The sample size is five hundred and eleven (511) determined, using the finite population formula of Godden. The researcher adopted both parametric and non parametric techniques for data analysis. The Cronbach’s Alpha coefficient yielded 0.87, indicating the reliability of the instrument. The data collected was analyzed using Spearman Pearson correlation coefficient, simple and multiple regression model. The findings indicated that: Mobile technology had positive effect on productivity of deposit money banks in South- East Nigeria (r =
0.932 p > 0.05). Biometric time and attendance system to a great extent enhanced deposit money banks’ market share in South East Nigeria (r = 0.960, p > 0.05) Mobile workforce management strategies positively affected deposit money banks stakeholders’ level of satisfaction (r =0.950, p > 0. 05). Contemporary environmental factors such as government regulation, economic conditions, technological advancement and workforce demographics to a great extent had a positive effect on the growth of deposit money banks. (r =0. 962, p > 0.05).There was a positive significant relationship between challenges of mobile workforce management strategies (hackers’ infiltration, network failure and human error and the profitability of deposit money banks (r = 0.981, p > 0.05). The study concluded among others that mobile workforce management strategies offer deposit money banks critical improvements in growth and stakeholders’ level of satisfaction. The study recommended among others that management of deposit money banks should ensure that right tools and resources are made available to mobile workers, giving them the same connectivity as office based workers.
1.0 CHAPTER ONE
1.1 Background of the Study
As the organization extended in many-sided quality, the test of saddling and fitting the workforce get to be distinctly necessary. The development of data superhighway breaks the obstruction of site and scene as far as workforce operation. Kalam (2015) characterizes mobile workforce as a gathering of representatives who are scattered crosswise over different physical areas and are associated with PCs, cell phones and different gadgets using the worldwide web.
Kalam (2015) states that a portion of the crucial parts of the varied work compel administration to incorporate document dealing with an advanced transmission over the web, and also a voice over web convention address or other voice sound networking. One of the critical advances in the PDA business, the blend of voice and information transmission encourages the possibility of a versatile drive. In the venture, organizations have a variety of instruments for what is known as the mobile workforce management. These apparatuses are in different classifications as indicated by what they do, for example, finance, creation taking care of, collective work, and video conferencing. There are likewise the different gatherings as per what they are and how they function. For example, an entire arrangement of cloud administrations is gone for supporting a portable workforce through programming as an administration, and foundation as administration web-conveyed seller items.
Kalam (2015) is the view that different dashboards and programming items help administrators and managers to track time and affirm installments, assign work to representatives as well as control a mobile workforce that is not concentrated in a block and real office. The fame of cloud administrations and different pointers demonstrate that the mobile workforce is expected to end up distinctly the standard in the future. As both programming and equipment developed, the data innovation industry is turning out to be fit for helping organizations to outsource various types of undertakings, not right down the road, but rather around the globe.
Kalam (2015) opines that mobile workforce management is a classification of programming and related administrations used to oversee representatives working outside the organization premises. The term is regularly utilized by field teams. Mobile workforce management is turning into a widely inclusive term moving the workplace to the field. Flexible workforce administration systems concentrate on
portable specialists and how they select and utilize mobile equipment, programming, and administrations by industry, organization measure, furthermore, obligation. Mobile workforce management systems give a worldwide picture of mobile organisation in undertaking selection including local level and significant nation – level conjectures for portable endeavor applications, venture cell phones, venture versatile brought together correspondence, portable security, undertaking portability administration. Mobile workforce administration methodologies give best – in – class investigation of all procedures identified with portable working and a focused examination of suppliers tending to the compact endeavor space, all supported by standard end client overviews and appraisals (no reference, think of one as).
Brachmann (2014) keeps up that in an all-encompassing and current perspective of mobile workforce administration incorporates a combination of Workforce administration, Project-based work administration, Maintenance and examination administration, Field based request start and Centralized work arranging and dispatch. Brachmann (2014) contends that mobile technology has turned out to be inconceivably well known in worldwide markets as of late.
Moment access to market data brings down expenses for cash exchange, and snappier fiasco reactions are a couple of the significant ways that entrance to the web – associated versatile innovations can effect on ranges with the poor framework (Branchamnn, 2014). The world has likewise turned out to be progressively dependent on working together on the internet, over the Internet and World Wide Web. Web business in its particular regard has extended in different imaginative types of cash and light of digital information issued by private market performing artists, has in somehow substituted for state-endorsed monetary certificates and financial records as a routine method for installments. Stuart (2014) reports that numerous organizations are in peril of passing up a significant opportunity for the advantages offered by mobile laborers through the enlistment of improper workers, reduced administration, and inability to give satisfactory correspondences assets.
Stuart (2014), states that mishandle resources, specifically, can have significant results on the mobile laborer, with both under and over-correspondence harming representative profitability, execution, performance, and prosperity. As the portable working wonder keeps on developing, associations must guarantee that they have an
appropriate administration set up to oversee groups of talented workers. Organizations should likewise guarantee that the right devices and assets are made accessible to versatile laborers giving them the same network from office-based specialists.
Stuart (2014), says that the sorts of individuals who prevail inside an organization are regularly self-propelled, versatile, outgoing and autonomous. Workforce mobility has expanded naturally in recent years. Stuart (2014) said this is accordingly of mechanical development which influences representative individually or in a roundabout way. He said by-result of an evolving economy, expanding portable and remote workforces are powered by the expansion of electric systems, (remote constancy) innovation and versatile union prove by gadgets including BlackBerry Smartphone’s, the Apple iPhone, and iPad. Specialists requests for a superior work- life adjust to add to the rising number of home laborers looking for adaptable work course of action. Associations need to deal with a quick move to workplaces that bolster a worldwide portable and remote workforce, making the best utilization of their aptitudes and keeping up their relationship with the association, its way of life, and objectives. With incessant business explorers taking to the skies, rails and streets in expanding numbers, field laborers, remote workers, remote branch office, and multi-site specialists require versatile venture applications to bolster existing business forms, increment profitability, lessen cost and empower them quickly react to business needs that help them stay aggressive at whatever time, anyplace.
Additionally, the ascent of the services-driven economy has acknowledged individuals in one physical area more pivotal than any other time in recent memory and a separating segment to business success. Clover and McCaulay (2006) contend that mobile innovation underpins both supervisor and the Association by preparing foreign and mobile laborers with the right devices expected to follow corporate business hone approach directions and work process necessities. Keefe (2013) says It permits them to finish this amid times that may somehow or another speak to lost efficiency transforming downtimes into uptime. Thus, they catch what might have beforehand been considered cost time to finish managerial assignments that free up individuals to concentrate on center exercises and drive income, efficiency and organization execution edge. While the pattern, towards a more workforce, offers noteworthy business openings, it additionally displays challenges as director’s battle
to monitor their employees. Mobile specialists have the same commitment from on location representatives to agree on existing corporate arrangements, endorsements, and business processes. Whether it is a day trip for the firm proficient or an expanded engagement Act, a client’s site business travel has for some time been perceived as a primary empowering influence to propelling client connections, including making new activities and keep up a current relationship.
Keefe (2013) opines that there are two sections to a mobile workforce administration framework. Management framework could be cloud-construct or privately introduced on a server and mobile application. Work is booked and appointed to representatives from the administration framework, and subtle elements of occupations one to the worker using an application programming in their Smartphone. The worker then finishes the employment utilizing, the application programming to record rivalry of each progression in a work process or catch any information required for the occupations, for example, photographs, standardized identification, radio recurrence distinguishing proof cams or gadgets marks. Notices and trade reports are sent back to the administration framework as the representative works through the undertaking in the field.
Mobile workforce arrangements encourage the quicker more precise exchange of data between laborers in the fields and staff in the workplace. This empowers the more fast creation of expert report and issuing of solicitations, expanding income and giving organizations a focused edge over organizations depending on the printed material. Overseeing versatile specialists adequately requests abnormal amounts of trust, regard for individual independence and close consideration regarding correspondence styles and setting. Workforce administration arrangements are progressively being utilized to settle on savvy choices to manage change which upgrades efficiency. With developments in innovation, workforce management mechanism can support and increase the business knowledge of the organizations. Haider (2013) opines that in the realm of business coherence, mobile is by all accounts on everybody’s mind. All the more unequivocally, clients and merchants alike are soliciting how the multiplication from power cell phones can affect and enhance business coherence administration frameworks. Luckily, given the truth of the advancing work environment with
representatives more scattered and dependent on the cell phones for business correspondence than at any other time arrangements are bridling these devices.
Haider (2013) emphasizes that some new technology permit whoever needs ability on the system to start full occurrence report, utilizing an organization’s dawn informing structures and work processes, straightforwardly from a Smartphone or tablets. Presently the full capacities of an organization’s episode administration arrangements are accessible to utilize and execute on any devices. Empowering first interchanges and peacemaking in a hurry guarantees opportune and fitting reactions ought to an organization need to achieve its representatives or clients in case of an emergency or system disappointments. Mobile applications encourage the most efficient determination of any issue that may happen will do as such by attempting, into large companies correspondences stages and coordinating flawlessly with data innovation administration items and business coherence frameworks.
Haider (2013) states that the interest for access to business data and applications through mobile advances, for example, the Apple iPhone and iPad, gadgets, running Google Android and Windows 7 or utilizing Blackberry is surging as customer inclinations and conduct overflow into the business workforce. The massive development of reception of these advances far and wide has many business supervisors thinking about how to position their organizations to profit by the pattern successfully. The drive for versatility is a piece of the firm innovation motivation for most organizations today. Be that as it may, in business as opposed to the individual setting, more sorts and many-sided quality of data are required, running from access to reports and introductions to status on activities and forms, and for particular application needs to perform different business insight capacities.
Against this fast moving mobile foundation, unmistakably merely having ready access to email is significantly lacking for expanding profitability and delivering better- educated workers. The coordination of cell phones, for example, mobile workstations, tablet PCs, and cell phones, alongside their different applications and programming, make it simpler than at any other time for specialists to team up and organizations to speak with staff, clients, and merchants.
Haider (2013) states that mobile innovation permits individuals to utilize organization information and assets without being fixing to a single area. Regardless of whether the staff is venturing out to gatherings, out on deals calls, working from a customer site or home anyplace on the globe, cell phones can help them stay in contact, be profitable, and make utilization of organization assets.
Haider (2013) additionally says that handy mobile innovation gadgets can likewise change the way associations complete their organizations – new advancements prompt to better approaches for working, and new items and administrations that can be offered to clients. Versatile innovation can make the portable group more efficient, inventive, and relevant to customers. Consistently organizations are adopting more to the ways mobile innovation can be utilized to build their efficiency and prompt to more extended benefit. Haider (2013) plots a portion of the critical zones in which mobile innovation can be valuable:
Networking/Communication
Mobile innovation permits organizations to have an extraordinary level of availability between workers, merchants, and clients. Specialists can download applications on their cell phones that empower them to interface with others through web-based social networking such LinkedIn portable application, Facebook, and Twitter; or the firm can utilize local or online applications to empower coordinate correspondence with these gatherings of people in an assortment of ways. Ongoing communication with the workplace can be vital in conveying business advantages, for example, efficient utilization of staff time, enhanced client benefit, and a more prominent scope of items and administrations gave.
Haider (2013) gave cases as:
i. Making introductions to clients, and having the capacity to download item data to their system amid the visit.
ii. Quotations and intuitive request handling.
iii. Checking stock levels using the workplace organize
iv. interacting with partners while voyaging, sending and getting messages, teaming up on reactions to tenders, conveying trip reports quickly.
Develpoment
Haider (2013) states that as a result of the intelligent way of mobile innovation, sharing data through this medium permits organizations to get quick criticism of items and administrations from clients. This speed and availability have prompted to speedier innovative work for organizations, a critical piece of remaining in front of the opposition. It has likewise prompted to item redesigns moving at the more rapid rate. Additionally, clients and customers feel as though they have a more straightforward part in an organization’s advancement.
Marketing
Haider(2013) states that portable innovation has brought another measurement into promoting and advertising for organizations around the world. Potential clients now observe business commercials on phones through a wide assortment of portable advertising advances including short message administrations, versatile sites, mobile applications, quick reaction codes, intelligent voice response informing. These notices can be altered to achieve a more precise, directed crowd. Showcasing is made more efficient by this customization, and because most potential clients dependably have a cell phone convenient, their presentation to commercials is expanded (Haider 2013). Haider Survey report (2013) demonstrates that:
i. 97% of mobile endorsers read short message benefits within 15 minutes of getting it; 84% react inside 60 minutes.
ii. Average crusade reaction rates are commonly 12 – 15% (rather than post office based mail which midpoints 2 – 3%); a few organizations are seeing response rates as high as 60%.
iii. Mobile is not only for youngsters and twenty now and then; prime buyers in the 35 – 44 and 45 – 54 age sections are likewise solidly grasping the utilization of Mobile
iv. While 65%of email is spam,
v. A current review by Compete.com (2015) demonstrates that just about 40% of buyers are to a significant degree Intrigued by getting portable coupons for a wide assortment of administrations/buys.
In this way, one of the essential achievement components for any mobile workforce management technique is the capacity to address time robbery. Biometric-based time and participation framework wipe out the most critical wellspring of time burglary known as mate punching, the act of one specialist checking in or out for another.Biometrics is the exploration of measuring physical and behavioral attributes that remarkably recognize people. Specific gadgets caught These components finger, iris, facial or vascular pictures, hand geometry, voice or mark progression and changed over using complex calculations into accurate portrayals or formats. Biometrics offers associations a more broad scope of immediate and circuitous time, cost and operational advantages than option time and participation techniques. Biometrics likewise enhances worker assurance and fulfillment by expanding trust in the finance work through the predictable utilization of private and fair-minded timekeeping. Be that as it may, a few variables impact and impede successfully, Mobile workforce administration on the execution of cash store banks. In this review, the scientist plans to explore these variables.
1.2 Statement of Iroblem
Individuals from the mobile workforce and the establishment that utilizes them confront a twofold edged sword. From one viewpoint, it is attractive for mobile laborers to stay as profitable as conceivable when they are out on the toll road. Tragically, life is not impeccable, nor are individuals, so how do associations gauge whether a free representative is an advantage or risk? In the workplace, agents are checked efficiently by the hours put in a day and contrasted it with their result. In the field, nonetheless, company advantages are the mobile workforce-experts, conveyance staff, advertiser, and deals constraint being out of the workplace implies far away and out of psyche or driving their supervisors insane. Then again, not all settings that oblige these laborers are entirely helpful for efficiency. Besides, programmers directing “sniff out” unsecured portable workstations, Smartphone and other handheld gadgets being used at workplaces, libraries, eateries, banks and different areas, making exceptional safeguards necessary if information security is to be kept up out in the open spots. Similarly, as the portable workforce is developing greater consistently, programmers are getting to be distinctly more quick-witted and more efficient in their mission to invade the operations of the company
Dealing with a mobile workforce can be troublesome. An absence of permeability of worker areas outside the workplace, printing and circulating employment packs and lost or fragmented printed material can prompt delays in issuing solicitations and reports.How can these difficulties be handled? Is mobile workforce administration procedures working the way it ought to work in the keeping money area? Is it changing the business operation, driving advancement and making openings or complex management and depleting authoritative assets? In what capacity can associations augment the esteem they get from the general population enabled with portability? At the point when representatives are given to work remotely or more adaptable through the versatile course of action, it is reasonable that supervisors are once in a while doubtful of their productivity. These issues above roused this study.
1.3 Objectives of the Study
The main objective of the study is to investigate the effect of mobile workforce management strategies on the performance of deposit money banks in South East, Nigeria while the specific objectives are to:
i. determine the extent technological affect the growth productivity of deposit money banks.
ii. establish the extent of the effect of biometric and attendance time on market share of deposit money banks.
iii. assess the effect of mobile workforce management strategies on stakeholders’
level of satisfaction of deposits money banks.
iv. Identify the factors that influence mobile workforce on the growth of deposit money banks.
v. ascertain factors that hinder effective mobile workforce management strategies on the profitability of deposit money banks.
1.4 Research Questions
The following research questions were formulated:
i. To what extent does technological growth affect the productivity of deposit money banks?
ii. To what extent does biometric attendance time affect the market share of deposit money banks?
iii. To what extent does mobile workforce management strategies affect stakeholders’ level of satisfaction of deposit money banks?
iv. What are the factors that influence mobile workforce on the growth of deposit money banks?
v. What are the factors that hinder effective mobile workforce management strategies on profitability deposit money banks?
1.5 Research Hypotheses
The following research hypotheses were formulated:
i. Technological growth significantly affects the level of productivity in selected deposit money banks.
ii. Biometric and attendance time to a great extent affect the market share of deposit money banks.
iii. Mobile workforce management strategies significantly affect stakeholders satisfaction.
iv. Government regulations, economic conditions, technological advancement and workforce demographics to a great extent positively influence mobile workforce on the growth of deposit money banks.
v. Network failure, hackers, and mental workload hinder effective mobile workforce management strategies on profitability deposit money banks.
1.6 Significance of the Study
This study will be of immense benefits to researchers, stakeholders, management practitioners, and students. The study is relevant in the services sectors, especially in the banking sector which did not have any holistic work encompassing constructs of mobile workforce management strategies. The study will enlighten and broaden the awareness of the management of money deposit banks on different mobile workforce management strategies which will definitely increase banks performance. The study will add to the existing knowledge in the field of mobile workforce management strategies.
1.7 Scope of the Study
The study focused on the effect of mobile workforce management strategies on the performance of deposit money banks in the South East, Nigeria. Contextually, on the area of scope, the study covers the key variables like, technological growth, biometric
and attendance time, mobile workforce management strategies, factors that influence mobile workforce management strategies and factors that hinder effective mobile workforce management strategies. In terms of geographical scope, the study is confined to 11 money deposit banks operating in the South East, Nigeria. These 11 money deposit banks include the following: First Bank of Nigeria, Union Bank of Nigeria, United Bank for Africa, Ecobank Nigeria, Diamond Bank Plc, Zenith Bank, Fidelity Bank of Nigeria, Guaranty Trust Bank, Access Bank Nigeria, Heritage bank Nigeria, and Unity Bank Nigeria. The choice of these selected money deposit banks was based on their size, coverage, market share, management capability and public confidence. The study covers all relevant concepts of mobile workforce management strategies. The study used the following motivational theories that support mobile workforce management: Mc Clelland’s Need for Achievement Theory, Expectancy Theory, Job Characteristics Theory, Theory X and Y, Theory of Task-Technology Fit and Technology Acceptance Model. The time scope covers from 2010-2016.
1.8 Limitations of the Study
The study had limitations such as the attitude of the respondents, mobility, cost and others relating to the design. The limitations are exposed below; attempts made to reduce the impact on the final result are also highlighted here.
The attitude of the Respondents: The staff of the selected 11 money deposit banks in the South East, Nigeria and other sources of data were not all willing to divulge strategic information.
Methodological Constraints: It should also be noted that the survey research design had the limitation that some respondents are resistant to give answers to be probed. Persuasions were resorted to, and the covering letter also helped. The oral interview has the limitation that the interview situation may change; this was minimized by the researcher doing most of the field work. The research instrument has the limitation that it is structured and may compel some respondents to give answers they do not fully endorse or agree with. To minimize the alleged , the interview schedule was designed although it contained some questions, some respondents found it difficult to analyze.
The paucity of materials: The concept of mobile workforce management strategies is relatively new. Much research has not been carried out on mobile workforce management strategies, and this made it difficult in the sourcing of relevant materials for the study. However, the above limitations did not substantially affect the final result of the study. The inbuilt mechanisms of the balanced oral interview and a high degree of involvement of the researcher helped in achieving the result despite the limitations. Any errors of omission or commission (if any) that may affect the accuracy of this thesis work are entirely those of the researcher.
1.9 Operational Definition of Terms
Cloud computing: This is the type of internet-based computing that provides shared computer processing resources and data to computers and other devices on demand.
Construct: Construct is defined as an abstract concept that is purposefully created to represent a collection of concrete forms of behavior. Within the behavioral sciences, they describe inter alia, attitude, management style and problem-solving as being important. This is also the view adopted the term in this thesis.
Human Capital: Human capital represents the skills, talents, and knowledge of employees and that none of these intangible assets have a value that can be measured separately or independently. However, human capital has the ability to mobilize and sustain the process of change required to execute the organization’s strategy and thereby adding considerable value.
Knowledge Worker: Knowledge worker is defined as individuals who through their unique knowledge and skills generate new knowledge that creates a competitive advantage for employers. The efforts of knowledge workers are classified as intangible assets and represent knowledge-based activities such as market intelligence product pipeline, networks, branch values and customer relationships.
Management Strategies: Management strategies are courses of actions organizations use to achieve primary objectives. It refers to all the activities that lead to the identification of the goals and plans of the organization and is concerned with relating opportunities in the larger environment.
Mobile Workforce Management Strategy: Mobile Workforce Management Strategy is a category of software and related services used to manage employees working outside the company premises; the term is often used in reference to field teams.
Workforce Management Technology: This encompasses all the activities needed to maintain a productive workforce. It addresses a critical business requirement by aligning Human Resources activities to organizational business goals. The objective is to provide strategic insight into the strength of the workforce to determine where change is needed and to positively impact the bottom line.
Workforce Management: Workforce management encompasses all the activities required to maintain a productive workforce recently, the concept of workforce management has begun to evaluate workforce optimization. Specifically, workforce management includes:
i. Payroll and benefits.
ii. Self-service time and attendance talent acquisition, management learning, performance management, forecasting, and scheduling.
This material content is developed to serve as a GUIDE for students to conduct academic research
EFFECT OF MOBILE WORKFORCE MANAGEMENT STRATEGIES ON THE IERFORMANCE OF DEIOSIT MONEY BANKS IN SOUTH- EASTNIGERIA
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