CAIE A-Level Business 2.2.1 Motivation in management

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Evaluate this view.

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6(b)

Level AO1 Knowledge and

AO4 Evaluation understanding

6 marks 2 marks

11 mark Limited knowledge Limited application

1 mark 1-2 marks Limited analysis that identifies connections

- A judgement/ between causes, impacts and/or consequences. with limited

Limited evaluation of relevant key term(s) and/or factor(s) is used to conclusion is made answer the question. supporting comment/ evidence.

- An attempt is made to balance the arguments.

0 marks

No creditable response.

2 marks for

2 marks for

2 marks for

6 marks for

Indicative content

Responses may include:

AO1 Knowledge and understanding

- Motivation is about the factors that encourage individuals to be committed and interested in their job.

- Motivation is the internal and external factors that stimulate people to take actions that lead to achieving a goal.

- Business success can be measured in a number of ways - maximising shareholder returns, market share, profits, goodwill created, labour turnover, liquidity, sales growth, stakeholder engagement.

6(b)

- Developed knowledge - a motivated workforce is important for a business which aims for high levels of customer satisfaction provided by committed employees. (2 marks ± 2 )

- Limited knowledge - another factor for business success is financial stability. (1 mark × 1)

AO2 Application

- Customer service agents and cabin crew deal directly with customers - therefore need to have a professional and friendly attitude.

- Motivated staff can better handle difficult passengers - if, for example, flights are delayed.

- Pilots need to be motivated to handle pressure - as they are responsible for potentially hundreds of passengers.

- Staff often get large discounts on flights as a fringe benefit - which means cheap holidays or city breaks.

- Demotivated baggage handlers may damage luggage when loading and unloading airplanes.

- Developed application - a successful business model for a low price airline will include a motivated workforce which makes travel fun and exciting to complement the aim of providing safe and punctual journeys. (2 marks ± ± )

- Limited application - a successful business model for a low price airline will include a motivated workforce which makes travel fun and exciting. (1 mark -r )

AO3 Analysis

- Motivated staff can have a direct impact on productivity and business efficiency - which might reduce business costs.

- Potentially lower labour turnover and absenteeism if staff are motivated in their jobs - which reduces the costs of recruitment.

- Employees are more likely to accept responsibility and take an active role in the workplace - which may lead to improved business practices and a better customer experience.

- Demotivated staff may be rude or not deal very well with customers- which might lead to customers leaving bad reviews and not using the business again in the future.

- Improved industrial relations with trade unions - therefore less chance of industrial action and disgruntled employees.

- Developed analysis - a motivated workforce is likely to engage more directly with customers and provide excellent customer service which encourages customer loyalty therefore they will continue to use this business rather than a competitor. (2 marks $\square \times 2$ )

- Limited analysis - a motivated workforce is likely to engage more directly with customers and provides excellent customer service which encourages customer loyalty. (1 mark □ × 1)

6(b)

AO4 Evaluation
Eval 6 - developed judgement/conclusion is made in context (low price airline) (6 marks )
Eval 5- developed evaluative comments given in context (low price airline) (5 marks )
Eval 4 - developed judgement/conclusion is made, not in the context of a low price airline. (4 marks)
Eval 3 - developed evaluative comments made, not in the context of a low price airline. (3 marks )
Eval 2 - judgement/conclusion is made but with little supporting evidence, again not in context. ( 2 marks )
Eval 1 - an attempt is made to balance arguments. (1 marks )
Eval 0 - no evaluation is attempted. (0 marks)
- It can be concluded that what motivates one employee might be different to another employee. One person might be
only motivated by money whereas another person seeks promotion or a more stimulating challenge.
- It might be concluded that highly motivated staff might be powerless to prevent angry passengers using a different
airline if flights are constantly late or unreliable.
- A judgement as to the reasons why the airline is competitive. For example, do they offer similar prices and destinations
to competitors? Is the booking system reliable? Do people use the airline because of the customer service?
- A judgement as to how important the customer experience is when customer's main reason for using the airline is its
cheap prices.
- It might be concluded that other elements are more important such as if the airline has been marketed effectively.
- It might be concluded that the business does not have a reliable fleet of airplanes which leads to cancelled flights-
something motivated staff may have no control over.
- It might be concluded that business success can be subject to external conditions. The worldwide pandemic has had a
major impact on the airline industry.
Accept all valid responses.