1. INTRODUCTION:

Earlier, there was no understanding of human asset administration and minimum significance was given to the advancement and fulfilment of the human resources. Workers likewise used to have a sentiment as though they are intended to work like machines then just they will be paid by the businesses. In the 21st century, globalization had constrained the economy to advance towards services and data innovations, accordingly making employees as organisation's most important resource. Presently no organisation can survive without a satisfied workforce, so came the idea of Quality of work life which is an employee oriented approach.

Walton (2007) focused on that Quality of Work Life (QWL) is a vital way to safeguard human values and emotions which have been earlier disregarded because of technological headway, economic development and high productivity.

In favourable working environment employees always put their full effort in completing their task and find their work and organization interesting. So a favourable working environment assumes an exceptionally imperative part in urging employees to put their fullest potential in accomplishment of individual and also organizational objectives. If the employees are given better pay rates with great advantages that satisfied their own needs they will remain faithful to the organisation which will further improve the retention rate. In fact, Maslow's need hierarchy likewise accentuated on the significance of understanding an individual needs which he categorized into physiological, security, belongingness and love, esteem and self actualization needs. The lowest level of need in the hierarchy must be satisfied in order to move to the higher level needs. Rethinam and Ismail (2008) said that QWL has similitude with Maslow's need hierarchy developed by Abraham Maslow which showed that each individual needs differs from each other in light of the fact that what is imperative to a few workers may not be critical to others.

Meaning- Quality of work life (QWL) is the measure of the favourable working situation for the people in an organization. In the older times the complete concentration was on specialization and productivity, which has changed completely, in a positive direction. The conventional administration (like logical administration) gave lacking consideration regarding human qualities. In the present situation, needs and goals of the representatives are evolving. The organisations are currently overhauling employments for better QWL.

Quality of Work Life (QWL) is a logical arrangement of standards, which holds that individuals are the most essential asset in the association as they are reliable, dependable and equipped for making important commitment and they ought to be treated with pride and regard (Tabassum et. al, 2011; Rose et. al, 2006).

Fig 1: A theoretical Model of Quality of Work Life (QWL) ,Source: C.B.Gupta, Sultan Chand and Sons, pg 32.4

Walton proposed the conceptual categories of QWL. He suggested eight aspects in which employees perceptions towards their work organizations could determine their QWL. Despite the growing complexity of working life, Walton’s eight-part typology of the dimensions of QWL remains a useful analytical tool (Daud, 2010). As per Walton, there are eight conceptual categories which are as follows:

(a) Adequate and fair compensation

(b) Safe and healthy working condition

(d) Opportunity for continued growth and security

(e) Social integration in the work organisation

(f) Constitutionalization in the work organisation

(g) Work and the total life span

(h) The social relevance of work life

To achieve higher monetary status, various individuals work harder and for long hours and still battle to get a decent work life balance. However on everyday premise workers settle on cognizant choice to stay in the employments which directly affect their performance, job satisfaction, and stress level. Organizations now days are very dynamic and are expanding demographically, structurally and culturally prompting popularity on multi-talented employees who could assume more than one part to meet the demanding work necessities. The service sector particularly anticipates that their representatives will perform multi-functions at the workplace. In any case, employees think that its endeavouring to take the stress of over-burden work which brings about antagonistic impacts in work life, influencing straightforwardly and by implication the individual life, mental prosperity, and wellbeing. The work place stress, work place conflicts and over-burden work majorly affect the individual's personal as well as professional life. The level of stress is comparatively higher in the service industries as the employees have to meet the tight targets and are directly in interaction with the customers.

2. SYSTEMS THINKING:

2.1 History of System Development:

Systems thinking developed as a trans-discipline in the 1940s and mid 1950s. As expressed by Hammond (2003), ―Systems thoughts had risen, from a wide scope of controls: science, nature, technology and social psychology .These thoughts met up under a covering of General Systems development, that needed to supplant the analytics approach with a holistic approach of examination. By concentrating on the development of a General Systems Theory, systems researchers needed to make a shared and integrative discipline between and among various disciplinary points of view.

In the following decades Systems thinking created in cooperation with fields, for example, Ecology, Information, Engineering, Management, Biology, Cybernetics, and Social theory.

As per Hammond, ―Among these theories, systems theory was the one similitude that features the connections and interconnections among the natural, social, environmental, mental, and technological dimensions of our inexorably complex lives.

With the utilization a range of abilities called systems thinking, one can plan to better comprehend the profound underlying foundations of these intricate practices keeping in mind the end goal to better foresee them and, eventually, modify their results. With the exponential development of systems in globally comes a developing requirement for systems thinkers to handle these mind boggling issues. This need extends a long ways past the science and engineering disciplines, incorporating, in truth, each part of life.

2.2 Orientation to Systems Thinking:

As opposed to the reductionism approach of problem identification of complex systems, systems thinking, concentrates on how the things being contemplated associate with alternate constituents of the system—―a set of components that collaborate to deliver certain behavior—of which it is a section. Hence as opposed to disconnecting or isolating littler and littler parts of a system, a system thinking include and advances a worldwide view, taking a gander at bigger and bigger ways of interactions.

Along these lines, a systems thinking makes a superior comprehension of the master plan; without, obviously, missing the better subtle elements. This outcomes in at times strikingly unexpected or different conclusions in comparison to those created by conventional and mechanistic types of investigation, particularly when what is being contemplated is progressively perplexing or has a lot of inputs from different sources - Internal or External. In perspective of systems thinkers and strategists, following are the attributes which are critical for a systems.

· A "system" is a dynamic and complex whole', associating as an organized and sorted out functional unit;

· A system is a holistic approach of related and interacting sub systemic parts. (These sub-systemic parts are for the most part systems themselves and are made out of other sub-sub systems parts, similarly as systems at one level are by and large parts of different systems);

· There is a reliable stream of vitality, material (assets) and data among the distinctive components that make the system;

· A system is a self-sorting out entity inside a given ecological setup or setting;

· The limits of the system are porous or semi-penetrable in nature that encourages persistent flow of energy, material (assets) and data from inside and to the encompassing environment;

· Systems are regularly made out of self-representing substances looking for balance status. Nonetheless, they do regularly additionally display wavering, tumultuous, or exponential practices.

2.3 Postulate of Systemic thinking:

The essential propose of systems thinking is in sharp differentiation to Descartes' logical reductionism and philosophical investigation. It gets uniqueness from holistic point of view that it constantly utilizes as a part of diagnosing any issue or circumstance. Predictable with systems rationality, a systems thinking concerns a better understanding of a system by looking at the linkages and associations between the components that create the sum and totality of the system.

Systems thinking thus attempts to represent that events are isolated by space and time and that little reactant and triggering events can cause falling substantial impacts in a complex system. Recognizing that any adjustment in one aspect of a system can acquire changes in other aspects also, it advances communication in an organization at all levels keeping in mind the end goal to evade the silo effect.

Systems thinking strategies might be utilized to examine any sort of system — Natural, Scientific, Engineered, Human, Sociology-financial, Cognitive and even conceptual.

3. LITERATURE REVIEW:

QWL is a standout amongst the most issues nowadays in the organizations, including professional stability, better reward frameworks, higher pay; open door for development, participative gatherings, expanded authoritative efficiency, and a decent indicator to promote its brand image in retaining and attracting talents. (Beauregard, 2007).

Abbasi et al., (2011) led a similar investigation of personal satisfaction and family execution in satisfied and unsatisfied groups of staff in industries of Ardabil area. The outcomes show that there is a critical distinction amongst satisfied and unsatisfied groups with respect to personal satisfaction. Notwithstanding, there was no critical contrast amongst satisfied and unsatisfied gathering as far as family performance. The research additionally demonstrated that the quality of work life has a positive relation to different factors in the organization, for example, execution, proficiency, hierarchical responsibility and employment fulfillment where the last one is one of the outcomes of quality of work life.

Muftah (2011) specified that (QWL) was one of the crucial areas of human resource management that is drawing in consideration and research center. It was a theory that considers individuals as the most crucial resources in the association and perspectives them as a asset to the association instead of as a cost. Serey (2006) characterized that QWL was related with important and satisfactory work. It incorporates a chance to use one’s abilities and limits, to go up against difficulties and circumstances that require self direction and self initiative, a activity ought to be rehearsed by the people in association.

Ganguli and Joseph (1976) examined Quality of Work life among youthful laborers in Air India with special reference to life and occupation fulfillment issues. Discoveries demonstrate that, of the different physical and mental working conditions, pride in work place, occupation and group regard, sensible working hours, and so on are a few factors decidedly corresponded with QWL than fellowship with partners, great work area and physical strain, varsity of aptitudes and risk of personal injury.

Yavari Y., Amirtash and Tondnevis (2009) likewise completed an examination to assess the Quality of Work Life in education faculties and offices. They expressed that there was no noteworthy distinction in quality of work life among faculties and offices aside from in the creating human and individual aptitudes and abilities part of QWL, and there was critical connection amongst QWL and some of its viewpoints with age and the experience of the faculty members. They expressed that there was critical contrast in the social significance of work life part of QWL among male and female faculty members.

Casio (1992) verified that dimensions of the quality of work life comprise of workers participation, work improvement, resolution of conflicts, , wellbeing, employer stability, rise to pay, communication, safe condition, and feeling of respect. Davoodi (1998) in an study entitled "Investigation of The Impact of Quality of Work Life on Job Satisfaction among Operational Staff of Mobarakeh Steel Complex" inferred that involvement in major decisions which are associated with work and work conditions has a noteworthy association with satisfaction level of employees, and this relationship is immediate direct. Maryam Fallah (2006) in a thesis entitled "Study and Analysis of The Relationship between Quality of Work Life and Performance of Kosar Economical Organization Staff" reasoned that there's a noteworthy connection between quality of work life (QWL) and execution of staff.

4. OBJECTIVES:

· To identify various issues related to QWL and their impact or effect.

· To recommend suitable measures or strategies for improving Quality of Work Life in the organisation.

5. RESEARCH METHODOLOGY:

One extremely basic method for demonstrating the parts of a system and how they interrelate are causal loop diagram (additionally alluded to as influence diagrams): They demonstrate the applicable parts of a system utilizing literary identifiers, the connections between the parts are drawn utilizing arrows pointing toward impact or direction of influence. Small + or − signs are utilized to demonstrate whether the impact is positive or negative (likewise alluded to as positive or negative link polarity).

Causal loop diagrams (CLDs) are a vital tool which represents the structure of a complex system. Since quite a while ago utilized as a part of scholarly work, and progressively normal in business, CLDs are incredible for Quickly catching your speculations about the reasons for dynamics; Eliciting and catching the psychological models of people or groups; Communicating the essential feedback you accept are in charge of an issue. A positive connection implies that if the cause increases, the impact or effect increases above what it would somehow or another have been, and if the cause diminishes, the impact decreases beneath what it would some way or another have been. A negative connection implies that if the reason increases, the effect diminishes or decreases beneath what it would somehow or another have been, and if the cause decreases, the effect increases above what it would some way or another have been.

6. QWL CHALLENGES OR ISSUES IN AUTOMOBILE SERVICE INDUSTRY:

In the automobile industry, HR divisions are entrusted with recognizing, enlisting and developing and maintaining talent that ranges from sales people, mechanics to administration groups. Recognizing and examining an ideal person for the rite job is a very big challenge faced by the HR department, aside from that holding or retaining them is a considerably greater task extraordinarily faced by the Automobile Service Industry. The turnover rate in this in this industry is increasing at a very higher rate each year which thus is leading to aptitude deficiency or skill shortage in the association affecting the sales very badly. The other real issue faced by this industry is with the Compensation paid which are coming about into unsatisfied workforce which in turn results into high turnover rate.

6.1.1Turnover Rate: Turnover, or the rate at which representatives leave the workforce and are supplanted, is reliably a noteworthy HR issue in the automobile industry. As indicated by The National Automobile Dealers Association 2015 yearly industry report, the dealership employee turnover increased from 35 to 38 percent a year ago, while sales consultant turnover increased from 62 to 66 percent. The monthly auto dealer report recommends that Auto businesses need to investigate their turnover measurements and identify the reasons for turnover. Once these reasons or causes are distinguished, HR experts can make strides in procuring deliberately for the whole deal.

6.1.2 Aptitudes Shortage: With experienced employees achieving retirement and more youthful employees getting to be noticeably harder to find, there is an approaching abilities lack not too far off. While organizations in the automobile industry are doing their best to grow new ability, there is a noticeable expertise hole because of the way that claims to fame required today are consistently advancing.

6.1.3 Developing Leaders: Along with an aptitudes deficiency, there is additionally an absence of developing and preparing pioneers that is by all accounts testing the automobile service industry. With turnover rates so high, representatives wind up cycling out of employments before the senior staff before have the opportunity to viably guide them.

6.1.4 Poor administration: A shockingly high percentage of dealerships have poor managers/directors in key positions. As a rule, dealership managers have no formal business foundation and just an exceptionally essential comprehension of dealership operations. These individuals are then requested to administer whole offices, settle on key policies that can have long haul impacts, and so on. It is genuinely perplexing that such a significant number of dealerships have such poor supervisors set up.

6.1.5 Lack of Collaboration and Communication: In the automobile service industry, compelling HR administration implies constructing and maintaining up strong groups or teams. In any case, as is valid in most project based ventures, representatives in this industry have a tendency to experience issues imparting or cooperating. Rather, they are centred around finishing the job that needs to be done: repairing the breaking down vehicle, meeting an individual deals share or finishing an enumerating work. As indicated by Forbes, one of the outstanding amongst other approaches to create pioneers and address HR challenges is by building up workers' communication and joint effort aptitudes.

6.1.6 Low pay: Compensation paid to the employees in dealerships is very low, with monthly pay rates (excluding incentives) for executive level employees varies from Rs 8000 – Rs 10,000, for senior executives officials in the scope of Rs 12000 – Rs 15000 and for managerial level between Rs 25,000 – Rs 35,000.

6.1.7 Lack of professional development: Employees don't perceive any professional advancement for themselves on the off chance that they remain for a long period in the dealership, with constrained or no training and development granted for skill and competency development. dealers themselves do not believe in putting resources into training and development of employees as they don't find it important and don't find any return from it. The absence of monetary and non-financial motivational awards for representatives implies that numerous workers leave their job and those who are working there are not satisfied with their job.

In order to deal with all these QWL challenges or issues faced by Automobile Service Industry, this study is being taken into consideration.

7. DRIVERS OF QWL TO OVERCOME THE ISSUES FACED BY THE INDUSTRY:

The proposed framework for improving Quality of Work Life is shown below with the help of cause loop diagram.

Driver 1: Compensation scheme: Monetary advantages that workers get are essential to drive his or her QWL level (Sinha, 2012). Walton, (1973) found an immediate and critical connection amongst pay and advantages, and QWL level. Notwithstanding, numerous representatives feel they are not remunerated decently for their work .Saraji and Dargahi (2006) called attention to that among the variables that influence the QWL is reasonable pay. Hosseini et al., (2010) set reasonable and satisfactory pay, as one of the QWL parameters.

Numerous different analysts found the pay and rewards are among the drivers of QWL. Koppelman et al 2006 found that the compensation and reward is huge driver of QWL. Comparative the discoveries of Davoodi (1998) and Jozee (1998) found similar outcomes. Notwithstanding, this driver were not discovered a viable driver in ponders led by a few analysts, for example, the investigation of Tao et al (2007) and Levine et al, (1984).

Driver 2: Training and Development:Numerous researchers have discovered a positive connection between's training and development and QWL. Farjad and Varnous (2013) recorded development openings and future improvement as a driver for QWL. Saraji and Dargahi (2006) brought up that career advancement and training are one of the drivers of QWL. Sinha (2012) examined the drivers of QWL and she found that profession improvement is one of the real drivers for QWL in India. Hosseini et al (2010) called attention to that training and development drives up the level of QWL in Iran.

Different investigations by Tao et al (2007) did not discovered training as a powerful driver of QWL. In a similar vein, Koppelman et al (2006) did not specify development programmes as a driver of QWL.

Driver 3: working conditions: Quality of work life is reliant on different parts of the representative's work life. The most importantly vital factor among them is monetary perspectives. The second essential perspective is working conditions. This order can be contrasted with Maslow's chain of command of work inspiration. Abraham Maslow organized a individual's motivational needs in different level. He trusted that once a given level of requirement or need is fulfilled, the following level of need must be actuated with a specific end goal to motivate an individual. Once the worker is happy with the money related advantages, he seeks for more elevated amount of need to be satisfied, i.e., great working and business conditions.

A worker ordinarily burns through 6 to 8 hours at his work place which is critical part of a workers time. Thus, giving great working conditions assume a vital part in diminishing employees disappointment about the work place and his job.

Driver 4: Participation in management: Workers now a day’s want to participate in the decisions which influence their lives. Therefore suggestion schemes, quality circles, joint management council etc are some of the forms of workers participation in management which can help to improve the quality of work life. Employees when allowed to participate in the decision making process they feel valued and are more committed and loyal towards their work and work place.

8. CONCLUSION:

A good HR practice would urge all representatives to be more beneficial while getting a charge out of work. Therefore, Quality of Work Life is turning into an imperative HR issue in all work places. The Quality of Work Life means to create, upgrade and use human asset viably, to enhance the Quality of services, efficiency and lessen the overall cost and to fulfil the employees mental requirement, boost self esteem, confidence, acknowledgment, and so on., Improved Quality of Work Life prompts enhanced execution or performance of task given. Performance implies physical output as well as the conduct of the employees in helping his associates in taking care of employment related issues, camaraderie and tolerating brief troublesome working conditions without grievances. A good Quality of Work Life won't just pull in youthful and new talents yet additionally hold the existing talents prompting low turnover which is the most concerning issue looked by this industry. This investigation uncovers the different issues or issues looked via Automobile Service Sector and techniques which can turn out to be useful in settling these issues. With the assistance of cause and loop diagrams it is clearly indicated how the different issues can effect organizational functioning if not settled on time by taking necessary steps in the right direction.

9. MANAGERIAL IMPLICATIONS:

· The study will permit the administrative positions in Automobile Service Industry to concentrate on the zones in charge of disappointment among workers. Quality of Work Life can be used to improve efficiency and fortify employee’s duty and reliability, which is a noteworthy issue looked via Automobile Service Industry.

· Apart from the Automobile Service Industry the study can likewise be connected in other administration segments, in light of the fact that the stress on service sector is substantially higher contrasted with different areas as the competition is higher, so additionally the need to stay over the competition to be effective. (Ashwini J, Dr. D. Anand, 2014).

· The study will help the Government of India to make more conducive policies for Quality of Work Life in Automobile Service Industry as well as other sectors.

· Help us see better the Quality of Work Life practices and the provisos in Automobile Service Industries.

10. DIRECTION FOR FUTURE RESEARCH:

· As a result of this study, many opportunities for future study have been emerged. Researchers have the scope of collecting the data on QWL issues (indicated in the research) from employees working in Automobile Service Industry and prioritizing the factors responsible for it in order to take necessary step.

· This research is a conceptual study which further can be extended and with the help of data analysis interpretations can be drawn.

· Apart from the automobile service sector the research can be extended further and manufacturing sector can also be included.

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Received on 29.12.2017 Modified on 14.01.2018

Asian Journal of Management. 2018; 9(1):573-581.

DOI: 10.5958/2321-5763.2018.00091.4