ABSTRACT
Problem solving technique is a veritable tool for today’s management to utilize for optimal result. This research work used the Impact of Problem Solving Technique on Performance of Transcorp Hilton Hotel Abuja, Nigeria as it investigates on skills in problem solving on customer satisfaction, evaluate whether there is a significant relationship between decision making styles on employee satisfaction, ascertain the usefulness of brainstorming guide on net profit margin and To assess employees assertiveness and self confidence in achieving profit via problem solving technique. The population size of the organization under study was 320 after the use of a statistical tool called Taro Yamane was used to determine the sample size and questionnaire prepared and administered. The first hypotheses indicates that Skill and Customer satisfaction were positively and significantly related (x2=17.96**> x2 Tab=9.487). This means if the Skill is effective, it will have a great impact on Customer Satisfaction. Hence, we reject the null hypothesis and accepted the alternate which state that “Skill have significance on customer satisfaction in Transcorp Hilton Hotel Abuja, Nigeria” the second hypotheses indicate that Decision Making styles and Employee satisfaction were positively and significantly related (x2=15.78**> x2 Tab=9.487), This means if decision making is effective, it will have a great impact on Employee satisfaction. Hence, we reject the null hypothesis and accepted the alternate which state that “There is a significant relationship between decision making style of problem solving and employees satisfaction at Transcorp Hilton Hotel Abuja, Nigeria”, the third hypotheses indicate that there is a correlation between Brainstorming Guide aids return on Investment as they were related (r=0.551**, p<0.000). This shows that Brainstorming can contribute or aid Transcorp Hilton Hotel Abuja, Nigeria’s return on investment. Hence, we reject the null hypothesis and accepted the alternate which state that ‘Brainstorming guide in problem solving does aids return on investment of Transcorp Hilton Hotel Abuja, Nigeria and the last hypotheses show that there is a tie Correlation between Assertiveness/Self confidence and Profitability as they were related (r=0.614**, p<0.000). Hence, we reject the null hypothesis and accepted the alternate which state that ‘Assertiveness and self confidence in problem solving impact positively on the profitability of Transcorp Hilton Hotel Abuja, Nigeria. The research findings which show that problem solving technique skills impact on customer satisfaction in the organization, there is significant relationship between decision making styles of problem solving and employees satisfaction, brainstorming guide in problem solving does aids return on investment and Assertiveness and self confidence in problem solving does impact positively on the profitability. The following recommendation put was put forth, that Transcorp Hilton Hotel Abuja, Nigeria and other hospitality firms must imbibe the spirit of research in their decision making. The use of haphazard method of decision should be totally disallowed and problem solving technique must be adopted, furthermore, the success of any firms largely depends on their workforce. There should be proper human resource and personnel management efforts. The workers of the firm must be adequately motivated and remunerated to build enhanced performance. Finally, there should be care and precaution in the application of problem solving technique because of the quantitative analysis that may be involved. A little mistake in the improper utilization of these techniques can lead to organizational failure.
TABLE OF
CONTENTS
Title Page i
Approval ii
Declaration iii
Dedication iv
Acknowledgment
v
Abstract vi
Table of Content vii
List of Table viii
Test of Hypotheses Table ix
CHAPTER ONE INTRODUCTION
- Background of the Study 1
- Statement of the Problem 4
- Objectives of the Study 5
- Research Questions 6
- Research Hypotheses 6
- Significance of the Study 7
- Limitations of the Study 7
- Scope and Delimitation of Study 8
1.9 Conceptual Definition of Terms 8
References 12
CHAPTER TWO: REVIEW OF RELEVANT LITERATURE
- Conceptual Framework 13
- Historical Framework on Performance 13
- Concept of Performance Management 14
- Concept of Organization 15
- What is Performance Management 16
- Performance Evaluation and Motivation 18
- Performance Problem Solving 19
2.2.1 Problem Solving 21
- The Problem at Transcorp Hitlton Hotel Abuja, Nigeria 21
- Theoretical Framework 21
- Gestalt Theory 21
2.3.2 Performance Theory: Understanding Theories 24
2.3.2.1 Goal Theory 24
2.3.2.2 Control Theory 25
2.3.2.3 Social Cognitive Theory 25
2.3.2.4 Reward Management 26
2.4 problem solving technique 26
2.4.1 Strategic Reward Characteristics and Critical Evaluation 26
2.4.2 Recurring Problems at Transcorp Hilton Hotel 27
2.5 Empirical Review 34
2.6 Summary of the Literature Review 35
2.7 Critique of the Literature Reviewed 35
References 38
CHAPTER THREE: RESEARCH METHODOLOGY
- Research Design 40
- Sources of Data 40
3.2.1 Primary Data 40
3.2.2 Secondary Data 41
- Area of study 41
- Population of the Study 41
- Sampling Techniques 42
- Sample Size 42
- Allocation of Sample Size 44
- Research Instrument for Data Collection 45
- Questionaire 45
- Oral Interview 45
- Observation 46
- Questionaire Administration and Collection 46
- Methods of Analyzing the Data 46
- Decision Rule 47
3.12 Validity of Research instrument 47
3.13 Reliability of Research Instrument 48
References 50
CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS
- Data Presentation 51
- Testing of Hypothesis 68
- Discussions of Findings 73
CHAPTER FIVE: SUMMARY, CONCLUSION, RECOMMENDATIONS AND SUGGESTIONS FOR
FURTHER STUDIES
- Summary of Findings 74
- Conclusion 74
- Recommendations 75
- Suggestion for further studies 76
Bibliography 78
Appendixes 81
Questionnaires 82
LIST OF TABLES
Table 3.1 Distribution of the Population of the
Transcorp Hilton Hotel Abuja 42
Table 3.1 Using the Simple Frequency Table 48
Table 4.1.1: Questionnaire Distribution and Responses 51
Table 4.1.2 on Gender Distribution of the Respondents 52
Table 4.1.3 on Quallification Distribution of the Respondents 52
Table 4.1.4 on Position Level of the Respondents 53
Table 4.1.5 on the Income of the Respondents 53
Table 4.1.6 on the Time Spent by the Respondents 54
Table 4.1.7 Skills are Usefull in Problem Solving 54
Table
4.1.8 Skills have Challenges in the Course of
applying it in Problem Solving 55
Table
4.1.9 Organisation needs to develop her Employees in
Building
Skills towards Problem Solving 56
Table
4.1.10 Skills in Problem Solving have Significance on Customers
Satisfaction
in the Organisation 56
Table
4.1.11 Training and Development is a veritable Management Approach needed by
Personnel for Problem Solving in the Organisation 57
Table 4.1.12 Decision making Styles creates an avenue for Solution to Problem of An Organisation 58
Table 4.1.13 Management of Organization must encourage Flexible Decision making to solve on the spot Problems 58
Table 4.1.14 Decision
making styles is rigid at one time and flexible at the other, so as to balance the varied employee diversity and help encourage their satisfaction 59
Table 4.1.15 Decision Making Style is perceived to be effective and efficient in problem solving in the organization 60
Table
4.1.16 Decision making styles adopted by the management of the
Organisation affect employee satisfaction 61
Table
4.1.17 Decision making styles aids employee satisfaction
62
Table 4.1.18
Brainstorming
guide does aid problem solving in the organization 62
Table 4.1.19 Brainstorming
guide is useful technique in problem solving
needed at
the various departments of the organization 63
Table 4.1.20 Brainstorming
guide in problem solving seemly aid net
Profit margin of the organization 64
Table 4.1.21 Employee’s assertiveness and self-confidence are needed in
Problem solving 65
Table 4.1.22 Employee’s assertiveness and self-confidence in problem
solving, leads to customers repeat patronage 66
Table 4.1.23 Employee’s assertiveness and
self-confidence enable management
to ascertain
feedback from problem solving action(s) and as well
from customer’s complaint(s) 67
Table 4.1.24 Employee’s assertiveness and self-confidence in problem solving
positively
impact on profitability 68
TEST OF
HYPOTHESES TABLES
Table 1 Chi-Square analysis 69
Table 2 Chi-Square analysis 70
Table 3: Product Moment Correlation Analysis 71
Table 4: Product Moment Correlation Analysis 72
CHAPTER ONE
INTRODUCTION
- Background of the Study
Problem
solving is a constant feature of life, in individual(s), team(s)/group(s) and
organization(s) etc. According to Armstrong (2012:495), who opine problem
solving as the process of analysis and understanding a problem, diagnosing its
causes and deciding on solution that solves the problem and prevents it being
repeated. We will often have to react to problems as they arise in our homes
and work places, but as far as possible a proactive approach is desirable,
involving anticipating potential problem(s)
and dealing with them in advance by taking preventive actions using the normal
approach to problem solving steps, which requires logical creative thinking;
such a logical approach is desirable but is not always easy because the
situations where problems have to be solved are often messier with conflicting
evidence(s), lack of data, political and emotional issues affecting those
involved. In the event where it is possible to apply neat logical sequential
methods, the principles of getting and analyzing what information is available,
considering alternative solutions and making the best choice based on the
evidence, and analysis of the context and an assessment of the possible
consequences, remain the same. However, the purpose and reasons for problem
solving technique is to ensure that if properly analyzed, such a mistake does not repeat again. Drucker (1995) cited in
Armstrong (2012), points out that when trying to understand, the root causes of
a problem you may have to start with an opinion based on events and facts. He
assert that opinions are perfectly good starting point as long as they are
brought out into the open at once and tested against reality and subjected to hypothesis test analytically.
Collaborating Follett’s (1924), law of the situation cited in Armstrong (2012)
states that fact and event should rule in the end. According to Armstrong
(2012:494), to improve problem solving technique skills is necessary to improve
your analytical abilities, be creative, be simplistic and focus on implementation.
He postulated twelve (12) steps of problem solving technique to include
- Define the
situation
- Specify
objectives
- Develop
hypotheses
- Get the facts
- Analyze the
facts
- Identify
possible course of action
- Evaluate
alternatives courses of action
- Weigh and decide
- Decide on the
objective.
- Adopt a
“means-end” approach where appropriate.
- Plan
implementation and
- Implement
The bottom
line is that there is no problem but only opportunity in other words one should apply positive thinking to problem
solving to change such issues to opportunities. Armstrong (2012:328), assert
that the aim of performance, but which performance? Its scope is sometimes
perceived as only extending to individuals and their managers. This is often
described as a “performance management system” however while it may be assumed
that using performance management process to improve individual performance
will inevitably improve team and organizational performance this cannot be left
to chance. Performance management should be applied to examine the
organizations. Shield (2007:21) observed that: individuals result flow into
group results, which in turn contribute to organization-wide results, but he
also pointed out that collective behavior both arises from and shapes
individual behavior. In this study, they are clearly interconnected,
organizational performance practices will be considered in line with the topic
of the study, which sees the organization as an entity. As Gheorghe and Huck
(2007:19) cited in Armstrong (2012:328), noted, “Actively manager performance
is simply running entire business as one entity. It’s a continuous cycle of
planning, executing, measuring results and planning the next actions. In the
context of a larger strategic initiative, that means of continuous
improvements. The aim of managing organizational performance is to increase
organizational capability for the capacity of an organization to function
effectively. Armstrong (2012:328), it is about the ability of an organization
to guarantee high levels of performance, achieve its purpose (sustained
competitive advantage in a commercial business), deliver results and,
importantly meet the needs of the stakeholders. It is concerned with the
organization as a system and in line with the belief expressed by Coens and
Jenkins (2012) cited in Armstrong (2012:328), that to focus on the overall
“system” of the organization yields better results than trying to get
individual employee to improve their performance.
Transcorp
Hilton Hotel Abuja is a 670 room, 5star Hotel that provides luxury
accommodation; Exotic cuisine fully equipped meeting rooms and leisure
facilities to business travelers and tourists from all over the world. It is a
global multinational corporation (MNC). However like all other MNC’s has its
own problems which borders on equal employment opportunities, reward
management, job satisfaction and stakeholder satisfaction.
1.2 Statement
of the Problem
