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Motivation client services specialists to the effective work: methods and factors

Student: Medvedeva Tat`yana

Supervisor: Tatyana Lobanova

Faculty: Faculty of Management

Educational Programme: Bachelor

Year of Graduation: 2014

<p>The topic of the diploma thesis is &ldquo;Motivation client services specialists to the effective work: methods and factors&rdquo; by the student of NRU HSE group MM-71 Medvedeva Tatyana Fanisovna.</p><p>Academic Adviser &ndash; professor Lobanova Tatyana Nikolaevna.</p><p>The&nbsp;timeliness of this diploma topic arise from the fact, that motivation of employees to effective work is the guarantor of successful work for all organization on the whole.</p><p>The main aim of the diploma is to work out methods and educe the factors of motivation of client services specialists, who work on a telephone.</p><p>The object of the research is the OAO &ldquo;L. Bank&rdquo; client service.</p><p>The thesis of the research is the existent motivation system of the OAO &ldquo;L. Bank&rdquo; client service specialists.</p><p>The stated aim of my diploma implies the solution of following tasks:</p><p style="margin-left:71.45pt;">&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; consideration of existent motivation theories;</p><p style="margin-left:71.45pt;">&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; exposure of work features in client services and factors of personnel demotivation;</p><p style="margin-left:71.45pt;">&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; analysis of the motivation system of the OAO &ldquo;L. Bank&rdquo; client service specialists;</p><p style="margin-left:71.45pt;">&middot;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; development of recommendations on an improvement of the motivation system of specialists, that exists in the OAO &ldquo;L. Bank&rdquo; client service.</p><p>The practical application of&nbsp; the undertaken research results consists of the use of them in the OAO &ldquo;L. Bank&rdquo; client service.</p><p>Methodological research basis is a study of literature on the topic of bachelor work, a study and analysis of the ОАО &quot;L. bank&quot; internal documents. The researches were conducted with the use of following methods: the included supervision, carrying-out of questionnaire and questioning, analysis and generalization of received during practice passing data.</p><p>The diploma thesis consists of the introduction, 2 chapters, the conclusion and the list of the literature.</p><p>The introduction describes the relevance of the topic about motivation of client services specialists to effective work, the received data practical significance. Moreover the introduction includes the determined aims and tasks, hypotheses and methods, that helped to conduct the research.</p><p>The first chapter &quot;Theoretical approach to the motivation of client services specialists &quot; consists following sections: &quot;Essence and meaning of motivation&quot;, &quot;Significant motivation theories&quot;, &quot;Judicial theories of motivation&quot;, &quot;Typology model of motivation by &nbsp;V. I. Gerchikova&quot;, &quot;Features of work of client services specialists&quot;.</p><p>The second chapter &quot;Organization of the motivation system of client services specialists evidence from the ОАО &quot;L. bank&quot; consists following articles: &quot;General description of the ОАО &quot;L. bank&quot; and client service&quot;, &quot;Analysis of the existent motivation system of specialists in the ОАО &quot;L. bank&quot; client service&rdquo;, &quot;Research of the dominating motivation type according to the typology of V.I. Gerchikova&quot;, &quot;Recommendation on the improvement of the existent motivation system in the ОАО &quot;L. bank&quot; client service&rdquo;. Moreover this chapter presents the description of research object, analysis of the data obtained during the work, formulation of recommendations, framework of research, and also information concerning the hypotheses.</p><p>The conclusion of the diploma contains the main findings, which were conducted during the research, and suggestions.</p><p>The list of literature presents information resources that became a basis for writing this diploma. &nbsp;</p>

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