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9609 · 2.2.1

Motivation as a tool of management and leadership — practice questions

Practice and worked examples for 9609 Motivation as a tool of management and leadership. Short previews only — attempt the full question in MarkScheme against the official scheme.

Worked example 1

A call centre has 40% annual staff turnover and falling customer satisfaction scores. Explain how improved motivation could help the business.

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Turnover cost: Constant recruitment and training (2.1.3, 2.1.6) — experienced staff leave, service quality drops.

Motivation fixes: Fair pay + recognition (2.2.4), team leaders who coach not just monitor (leadership), career paths — reduce exit intent.

Customer impact: Motivated agents speak more positively → higher satisfaction, protecting revenue and brand (3.1.1 marketing link).

Worked example 2

A furniture factory employs 50 production workers, each working 160 hours per month. Due to low motivation, they currently produce 8,000 chairs per month. The average wage is $15 per hour. Management introduces a group performance bonus which costs the company an extra $10,000 per month but increases output to 9,600 chairs per month.

Calculate the impact of this motivational tool on labour productivity and unit labour cost.

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Step 1: Calculate initial labour productivity. Labour Productivity = Total Output / Number of Employees = 8,000 chairs / 50 workers = 160 chairs per worker per month.

Step 2: Calculate initial total labour cost and unit labour cost. Total Labour Cost = Number of workers × Hours per worker × Wage rate = 50 workers × 160 hours × $15/hour = $120,000 per month. Unit Labour Cost = Total Labour Cost / Total Output = $120,000 / 8,000 chairs = $15.00 per chair.

Step 3: Calculate new labour productivity. New Labour Productivity = New Total Output / Number of Employees = 9,600 chairs / 50 workers = 192 chairs per worker per month.

Step 4: Calculate new total labour cost and unit labour cost. New Total Labour Cost = Initial Labour Cost + Bonus Cost = 120,000+120,000 + 10,000 = $130,000 per month. New Unit Labour Cost = New Total Labour Cost / New Total Output = $130,000 / 9,600 chairs = $13.54 per chair (rounded to 2 d.p.).

Conclusion: The group bonus scheme, an extrinsic motivational tool, increased labour productivity by 20% (from 160 to 192 chairs per worker). Despite increasing total labour costs by $10,000, the increased efficiency lowered the unit labour cost from $15.00 to $13.54. This shows that a well-implemented motivational strategy can improve competitiveness by reducing the cost of production per unit.