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University of Nigeria Research Publications
NZEPUOME, Hyacinth Chijioke
Aut
hor
PG/MBA/00/31018
Title
The Role of Effective Management in Insurance Industry
Facu
lty
Business Administration
Dep
artm
ent
Management
Dat
e
May, 2003
Sign
atur
e
THE ROLE OF EFFECTIVE MANAGEMENT IN INSURANCE INDUSTRY
A STUDY OF NICON INSUMNCE PLC
NZEPUOME HYACINTH CHIJIOKE
PG/MBA/00/31018
DEPARTMENT OF MANAGEMENT FACULTY OF BUSINESS ADMINIST%ATION
UNIVERSITY OF NIGERIA ENUGU CAMPUS
MAY, 2003.
TITLE PAGE
The Role of Effective Management in Insurance Industry.
A study of NICON Insurance Plc.
CERTIFICATION
This is to certifjr that this research project was undertaken by NZEPUOME
HYACINTH CHIJIOKE with REG. NO. PG/MBA/00/3 10 18 of school of
Post-Graduate Studies, Department of Management, Faculty of Business
Administration. University of Nigeria Enugu Campus.
T - .. -
C.0. CMUKWU HEAD OF DEPARTMENT
DEDICATION
This Research work is dedicated to my dear parents, Mr & Mrs H. A.
Nzepuome for their untiring financial and moral support to me through-
out my academic pursuit.
ACKNOWLEDGMENT
I am sincerely grateful to the numerous persons who have made
invaluable contributions towards the successfd completion of this re-
search work.
I must express my profound gratitude to my project supervisor Prof. E.
U. L. IMAGA who inspire of his lousy periods scarified to me to read
through the work and offered useful advise and corrections.
My gratitude also goes to the management and staff of NICON
Insurance PIC for their co-operation in suppling data for the research.
My sincere appreciation also goes to all the Lecturers in the Faculty of
Business Administration especially those in management department.
My special thanks goes to my parents Mr. & Mrs. H.A. Nzepuome and
my brothers for their Love, understanding and patience which saw me
through this turtions journey.
Finally my special thanks goes to all my fiiends and colleagues in MBA
Class to them I say God's blessing.
ABSTMCT
This research project theme is on the role of effective Management in
Insurance Industry. A Study of NICON Insurance Plc. The management
of the company represents the administrative machinery of the company
in achieving the efficient implementation of company's policies and
programmes.
Unfortunately, these government companies organizations has over the
years been criticized for being responsible for the inefficient implemen-
tation of the company's good intention. The idea thus implies that the
admininstrative organisation responsible for its implementation is ineffi-
cient.
This research study in effect takes a critical analysis on militating factors
that affect the performance level of this company and attempts some few
suggestions which the researcher belives will improve their productivity.
From the definitions of management, it is quite evident that at times the
emphasis on management is people, at other times it is the goals to be
attained as well as the resources for attaining them. Yet at other times,
the h c t i o n s are emphasized in which case ~nanagement will essentially
be concerned .with the use of available resources to attain a predeter-
mined goal which therefore necessitates performing certain functions.
The arbitraries of management and unwitty pianlessness compounding
the managerial incompetence of government owned enterprises have
consequently led to the high mortality rate of government owned
companies. Here lies the precarious state in which NICON Insurance
Plc. has found itself. From the analysis of the data collected, it was
seen that this company is inefficient in its performance and in view of
this, somc recommendations were made to help alleviate these problems.
vii.
TABLE OF CONTENTS
1.4 SIGNIFICANCE OF THE STUDY------------------- 5
1.6 SCOPE, LIMITATIONS AND DELIMITATIONS OF THE STUDY .......................... - ...................... 8
CHAPTER TWO
2.0 REVIEW OF RELATED LITERATURE------------- 14
CJMPTER- THREE
3.1 RE-STATEMENT OF THE PROBLEM--------------- 40
3.3 RESEARCH DESIGN AND METI-IODOLOGY----- 4 1
3.4 SETTING AND SELECTION OF SUBJECTS------ 42
3.7 DATA ANAZYSlS AND PROCEDURE ------------- 52
CHAPTER FOUR
4.1 PRESENTATION, ANALSIS AND INTERPRETATION
OF THE FINDINGS -------------- 54
CHAPTER ONE
INTRODUCTION
The management attitude of managers with public enter-
prises have left much to be desired. One at times starts
questioning the rationale behind operating and maintaining
these public enterprises, by both the State and Federal
Government. Since their poor general performance has
continued to feature in every day's discussions.
There is now an established saying that 'ALL government
establishment are dumping grounds for lazy managers
who do nbt fit into any other moving establishments'.
This saying points to the fact that managers with these
establishments are now generally marked by their atti-
tudes to management.
a close look at most of the managers in employment with
the public liability companies reveals that these individu-
als either engage in some other part-time jobs or operate
one business unit or the other.
This situztion brings about loyalty whereby the con-
cerned public enterprises stands the risk of receiving
less than ful! attention of these managers not minding
k l ly employment contract existing with the enterprise.
one is no longer taking about the increasing rate of
absenteeism and tardiness in those public enterprises.
Some of these managers have developed the attitude
of coming late or staying away for some few days
from work without cogent reasons.
These managers behaviours were responsible for the past
general poor performance of these public enterprises and
more especially the NICON (National Insurance Corpora-
tion of Nigeria) Plc. which has many zonal offices headed
by different zonal Managers. Since they militated against
the company's aspirations to achieve its goals and objec-
tives.
In an attempt to better this class of managers, the Federal
government should provide the need for management
programmes because the board of management were
mainly composed of party loyalists and not chosen on
qualification and for effective management, qualified
managers were needed to actively understand the prob-
lems of the organisation. This will not only increase the
effectiveness of organisation, but also increase the esteem
and morale of the workers.
since NICON Insurance Plc. is insuring people's lives and
properties and is also the insurance company owned by
the federal government, the Nigeria's present watch to-
wards efficient and effective operation on this industry
should only become a realizable venture if this public
enterprise is found performing to the required standard.
Hence, there is the need to study the role of effective
management in insurance e industry: NICON Insurance
Plc. which is one of the known insurance industries.
1.2 STATEMENT OF THE PROBLEM
National Insurance Corporation of Nigeria (NICON) In-
surance Plc. has been experiencing a lot of problems in
the management of the company. Excessive government
interference has led to the company being inefficient.
Over the years numerous studies have been conducted
which have investigated the condition of the role of
managemect in the progress of public enterprises. The
company has been experiencing poor implementation of
policies.
The company being a venture of the federal government
has been experiencing problems in terms of controls and
appointments. If you look from this view, you will think
that NICON- is owned by Northerners.
Most of the machines in the company, like typewriters,
photocopying machines, computer, and so on have been
out of use. Some require spare parts and repairing while
others needed outright replacement.
Observations of workers at work showed lack of co-
ordination among different departments. Each has its own
peculiar problem.
Other problems were lack of training programmes, em-
ployment of unqualified staff and so on, all these hinders
the management of the company.
According to Shea, "Effective Bargaining is often the key
to a workab!e compromise".
1.3 PURPOSE OF STUDY
The purpose of this study is to investigate the role of
effective management in the progress of National Ins-
urance Corporation of Nigeria (NICON) Insurance Plc.
11.4 SIGNIFICANCE OF THE STUDY
The finding from this study would serve as a guide to
current and would - be future practising-managers for
regulating the operations of their firms more especially in
the areas of efficient management. Moreso, it would
enable them to get feed back information regarding the
effectiveness of their regulatory policies and with that
they would improve on their subsequent policy formula-
tion and planning.
This study will also be beneficial to all those controlling
public enterprises not only managers. Other federal gov-
ernment owned companies like (Nigeria Reinsurance, N itel,
Nigerian Coal Corporation and so on) would be among
the beneficiaries.
The stuff of this study should not only be useful at the
practical level, but also in theory where it would assist in
propagating knowledge in the role of effective manage-
ment in the progress of an industry. It should constitute
a usefbl and. interesting text in the library
The study would also provide a data base for future
research work.
1.5 OnR-=JBEW OF Tm STUDY
This study is designed to investigate the role of effective
management in the progress of an industry. A case study
of National Insurance Corporation of Nigeria (NICON)
Plc, comprised five chapters and under this arrangement.
Chapter one comprise Introduction, Statement or Problem,
Purpose of study, Significance of the Study, Over-view of
the study, Limitations and Delimitations of the study and
Definitions of terms.
Chapter Two treated the Review of related literature.
Chapter Three dealt with the Research methodology and
this involved the following:- Research Questions, Re-
search Design and Methodology, Setting and Selection of
Subjects, Instrumentation, Collection of Data, Description
of data analysis and procedures.
Chapter four was the findings of the study. It started with
the presentation, analysis and interpretation of the findings.
Chapter five involved Summary, Conclusion and recom-
mendations.
1.6 SCOPE, LIMIT- AND DELIMITATIONS OF
SCOPE OF THE STUDY
This research work covers only the role of effective
management in NICON Insurance Plc. Independence
Layout, Enugu. The research was based on the survey
type of descriptive method of research. Questionnaires
were also printed in order to investigate the role of
effective Management of the company.
L.MITATION
The time span for the research was limited as one had
to combine course work and the research at the same
time. Some workers were usually reluctant to give their
opinion about matters in the company for fear of it
getting to the management. This attitude inhibited the
accura,cy of information gathered, because most of the
workers always wait to say what interests the management
instead of saying exactly what was happening in NICON
Plc. The questionnaire collected was not an excellent
percentage as some of the workers did not see the need
for the research work. They believed that the research
was not going to be of any help to the organization since
other ones done have not been able to put in practice,
according to them.
Another issue was the distance. The distance between
UNEC Campus and NICON Zonal Office, Independence
Layout, Enugu was not much but before getting to this
particular company, a special car must be used or you
track all the way because commercial vehicles do not
operate on this road and this deprived the researcher the
opportunity to call at the company any time the researcher
had a problem on the activities ~f the organisation. In
other words, visits to the company were numbered unlike
what would have been the case if the company was easily
accessible by commercial vehicles.
The research also encountered financial problems. To print
questionnaire that would be distributed to all the workers
in NICON, a huge amount of money was needed, in view
of this, the questionnaires printed did not go to every
worker in the organization.
DELIMI[TATI[ONS
This research work was supposed to based on National
Insurance Corporation of Nigeria Plc. which has its Head-
quarters at Lagos, but the researcher deliberately based
her research work on the zonal office here at indepen-
dence ~ a ~ o u t ' , Enugu in order to make the work easy to
co-ordinate. The study was limited to the management of
NICON Insurance Plc, Enugu. The questionnaire items
limited the study to investigate the role of management in
the company.
DEFINITION OF TERNIS
S taR Group of assistants working together
under the management.
Management: Is the rational assessment of a situa-
tion and the systematic selection of
goals and purposes (what to be done),
the systematic development to achieve
these goals, the marshalling of the
required resources to attain the
selected purposes and finally motiva-
ting and regarding of people to do the
work.
Study Area: The geographical location which the
study is aimed at covering in this case.
Respondents: All those who responded bv w attending
to the questionnaire administered by
the research.
Sample Size: The end towards which activity is
aimed - the end point of planning.
Survey:
Efficiency:
A technique which delineates a situa-
tion where a representative sample of
population is studied and results
generalized.
The economic manner in which objec-
tive oriented operations are carried
out.
Effectiveness: It is the degree to which pre-deter-
mined objectives are achieved. It i
describe the extent to which an
organization is successful and doing
what is set out to do.
Organization: The relationship between the people
working in the enterprise.
1. Gregory P. Shea, "The Study of bargaining and
Conflict behaviour: Broading the Conceptual Area".
Journal of Conflict Resolution,
Vol. 24 no. 4 (December 1980, page 706 - 741).
2. Pita N. Ejiofor, Management in Nigeria,
(Onitsha, African Feb. Publishers Limited,
2nd Edition, 1987), page 182.
3. Harold Koontz, Management, (Japan, McGraw-Hill
Book Company, 7th Edition, 1983) page 806 - 808.
CHAPTER TWO
REVIWED OF THE RELATED LITERATURE
2.1 DEFINITIONS AND MEANING OF MANAGEMENT
Numerous studies have been conducted to investigate the
role of management in the progress of an industry.
1 LEVIT said "management consists of the rational
assessment of a situation and the systematic selection of
goals and purposes. {what is to be done}, the systematic
development to achieve these goals, the marshalling of the
required resources to attain the selected purposes and
finally the motivating and rewarding of people to do the
work".
2 H.D. KOONTZ and C.J.0 DONNEL , "It is the accom-
plishment of desire objectives by establishing environ
ment favourable to performance by people operating
in organized' group". Managing is essentially in all
organised co-operation, as well as at all levels of
organisation in an enterprise. It is the function not only
of the corporation president and the army general but also
of the shop supervisor and the company commander.
In working with many enterprises and organizations, the
authors have heard it said repeatedly that the "trouble
with the enterprise is the management". Meaning persons
at a high level in the organization while weaknesses and
difficulties may appear at any level of management,
effective and perceptive management demand that all
those responsible for the work of others, at all levels and
in any type of enterprise, regard themselves as managers.
BERNARD, C . I? , "It is the function of the arts to
accomplish concrete ends, effect results, produce situa-
tions, that8 would not come about without the deliberate
efforts to secure them. These arts must be mastered and
applied by those who deal in the concrete and for the
other hand, is to explain the phenomena of the events, the
structures of the past. Their aim is not to produce specific
events, effects, or situations but expianations which we
call knowledge. It has not been the aim of toluenes to be
a system of technology, and it could not be such a system.
There is required in order to mandate the concrete a vast
amount of knowledge of a temporary, local specific char-
acter, of a General value or interest, that it is not the
fimction of a science to have or to present and only to
explain to the extent that is generally significant".
With the possible exception of formulating science itself,
art. is the most creative of all human pursuits. When the
importance of effective and efficient group co-operation
in any society is appreciated, it is not difficult to argue
that managing is the most important of all arts.
The most productive art is always based on an under-
standing of the science underlying it. This science and art
are not mutually exclusive, but are complementary. As
science improves, so should art, as has happened in the
physical aid biological sciences. Physicians without a
knowledge of science becomes witch doctors, with
science, they may be artful surgeons. Executives who
attempt to manage without theory, and without knowledge
structured by it, must trust to luck, intuition, or what they
did in the past; with organised knowledge, they have a far
better opportunity to design a workable and sound solu-
tion to a managerial problem.
However, mere knowledge of principles or theories will
not assure successful practice, because one must know
how to use them. Since there is no science in which
everything' is known and all relationships are proved,
science can not be a comprehensive tool of the artist. This
is true whether one is diagnosing bridges or managing a
company.
FARMER AND KICMMA$ believes that "management
practice and its effectiveness will depend to a major
extent upon internal environment characteristics".
Assuming the one of the major goals of any society is
productivity (evsn though this apnears somrtirr :s to be
unrealistic), managerizl effectiveness is defined as simple
how well and efficiently the manasers of an erlterprise in
a given environment accomplish enterprise objectives if
we can assume that the objective is productively, the
efficiency is given by E = 0/1, where E is efficiency, 0 is
output, and 1 is input. While this efficiency of manage-
ment, an analyst will encounter extremely difficult prob-
lems in measuring inputs and outpuk These problems
include:
1. The problem of uncertainty, since management
decision and practice always deal with the hture.
2. The problem of clearly defining goals, since I if not
so defined, outputs can not be accurately measured,
and a knowledge efficiency becomes impossible.
3. The problem of subsystem optimization, since the
conceptual ability, and measuring technique are
seldom available to evaluate adequately the
enterprise as a total system over time, and
4. The problem of resources mobility, since imputs,
such as labour and capital can not be easily shifted
from less profitable opportunities to more profitable
ones.
Although difficulties of measuring do exist, there are a
number of'means by which the efficiency of a country
or a firm's operation can be assessed. The efficiency of
an individual firm may be ascertained by looking at a
number of factors. One of there is profitability as mea-
sured either by the return on net worth or assets em-
ployed. Another is how well the firm competes with other
firms in the industry. A third is the output per employee,
such as how dfectively the employee is performing with
his /her duties. A fourth measure is the extent to which
a firm utilizes its available equipment. A fifth factor,
where applicable is the level of costs and process and
their relationship to those of another firm. A final type
of measurement involvcs the matter of long-run optimiz-
ing short-run performance at the expense of long perfor-
mance, or vice versa.
From all these illustrations, it does seem that these
measures or management effectives, both in a nation and
within a firm, are appropriate.
D R U C K E ~ describes rnariagernent as " a multi-purpose
organ that manages a business and manages managers and
at the same' time manages workers and work". These
three main jobs of management must all be carried out
within an additional dimension, that of time, since man-
agement n u t think of both the present and the future.
From this definition, it could be seen that he is
concerned with what has to be done rather than with how
it has to be done. It is a helpful definition because it is
concrete and pinpoints different aspects of the manager's
job.
NWACHUKWU~ defined management as "getting things
done through others". It can be more scientifically defined
as the co-ordination of all the resources of an organization
through the process of planning, organizing, directing and
controlling in order to attain an organizational objective.
Management is the guidance or direction OF people to-
wards orgariizational goals or objectives. It can be seen as
the supervising, controlling and co-ordinating of activity to
attain optimum results with organizational resources.
From the above definition, it is quite evident th2t at times,
the emphasis on management is people, at other times it
is the goals to be attained as well as the resources for
attaining them, yet at other times, the function owe
emphasis in which case management will essentially be
concerned with the use of available resources to attain
a predetermined goal which therefore necessitates per-
forming certain functions.
EJIOPCX~ described management "as the art of
working, particularly through people, for the achieve-
ment of the broad goals of an organization. In trying to
achieve these goals, the manager has to map out his
strategy, find people and the material to do the job,
assign different people to accomplish different jobs,
ensure that these jobs are being done as planned, and
report the result of his work to his boss".
In this definition, two tasks are involved. The first task
involve settihg objectives, planning including decision
making, and .setting up formal organization. The second
consists of motivation, and communication, control in-
cluding measurement, and the development of people.
The two tasks are separated for convenient analysis, but
in practice they may often overlap. For instance, a
manager who wishes to reach a decision acceptable to his
subordinates, and therefore more easily implemented, may
involve them in the process of decision - making.
J t is not necessary to consider here which policy are made
by the Board and which by management. practice varies
from one company to another.
K A N A ~ N T Y ~ said that the "manager must be sensitive
to the changing environment, not only able to understand-
ing it, but also to predict it. This requires an ability to
handle and analyse information, as well as an adaptability
and flexibility of style and approach. He must be able to
comprehend the forces that will shape his social policy
and balancea it with the economic goals of his enterprise.
He must be able to co-ordinate activities in a care flexible
organisation and to share his views with others seeking a
wider participation in goal-setting and policy implementa-
tion. A manager who thinks of a firm as an integration
of functional areas working towards a common goal is
actually regarding -d the firm as a system. The areas are
integrated by flows of resources, sac11 as material and
information an eac'l area depends on the other for
suwivaZs'.
The firm not only depends on its environment for life
giving resources but also makes a contribution to that
environment.
ROSS and I(AN61 said that "no one would deny the
importance of good management in any kind of enterprise
and every department of it. Without efficient manage-
ment, there is no place for the enterprise to go, for the
simple reason that no one knows where it is intended to
go. Yet, despite the obvious importance of efficient
management, it is believed that lack of efficient manage-
ment is the cause of many managerial failures. He gave
an example with the great RCA company, long a national
leader in electronics, stubbed its toe and took a loss of
$450 million in 1971 when it decided to get out
of the computer business. The company found that a
strategy to meet IMO head on, to mimic IBM and even
undersell it could not work without RCNs having a strong
commitment to the computer business and plans to build
up a sales and service organization, as well as a full line
of business computers that could meet IBM's exceptional
strengths in this field. This is because of the inefficiency
of the management in making a good plan.
ARM ST RUNG^ 0 describes management as "getting
effective results by organizing and directing the co-opera-
tive efforts of human beings. With efficient management,
there will be an effective effort and co-operation and trust
between all the people working in it and achieving a
stipulated goal. The prime resources available to manage-
ment is finance and people. Given sufficient finance, the
key resource is people".
URWICK''. has said, "Lack of good management (in an
organization) is illogical, cruel, wasteful, and inefficient".
It is illogical because good management must come first
whether one speaks of engineering or social practice. It
is cruel because the main sufferers from lack of inefi-
cient management in ar organization are those individuals
who work in an undertaking. It is wasteful because unless
jobs are clearly put together along !ines of functional
specialization it is impossible to train new men to succeed
to positions as the incumbents are promoted, resign or
retire. And it is inefficient because unless based on
principles, managing becomes, based on personalities with
the resultant rise of company policies, for a machine will
not : run smoothly when fundamental engineering prin-
ciples have been ignored in construction".
BURNS
between
external
persons
and STALKER^^ investigated the relationship
management practices and characteristics of the
environment. Specifically, they interviewed key
in twenty English and Scottish companies and
developed a conceptual scheme with two different sys-
tems of management practices. One system was called
"mechanistic" and the other "organic".
The Mechanistic management system appears to be
appropriate for a relatively stable organization environ-
ment. This system is characterised by, among other things,
specialized differentiation of tasks by individuals viewing
their tasks as being distinct from the whole, by precisely
defined rights and obligations by a hierarchical structure,
by vertical interactions between the superior and the
subordinates, and by having instructions and decisions
come fiom the superior.
The organic management system on the other hand, is
characterized by individual performance based on knowl-
edge of the task of the whole and a great concern,
continued redefinition of tasks through interaction with
others, and z great deal of lateral interaction and consul-
tation. This system, it is suggested, is more suitable for
copying with unstable and changing condition and unpre-
dictable problems.
WHITEMORE and IBBETSON~~ focuses their atten-
tion on the management responsibilities. According to
them, management's main responsibilities in management
matters is for correct examinatior. and diagnosis of a
situation, formation of the right policy and implementa-
tion of the most appropriate form of management skill to
suit the given circumstances. This is extremely difficult to
carry out in practice because even if the diagnosis is
correct and the presc ription right, tradition, custgm and
practice and resistance to change might stimulate a reac-
tion against the seemingly 'perfect' plan. Timing itself is
likely to be critical. A scheme rejected at one time may
be welcomed, perhaps under slightly differing circum-
stances at a later date.
W E B S T E ~ ~ . , he gave many definitions on management.
He starts by saying that management is the act or art of
managing as:' (a) more or less skilled handing of some-
thing (as weapon, a tool, a machine). (b) The conduct-
ing or supervising of something (as a business)
It could be buttressed here that management is based
more on the role of management - the efficiency and
effectiveness of any organization depends solemnly on the
role of the management within that organization.
FOX'^ said that "that management in an organization
deals on all aspects of managerial concern. Constantly,
they are paid to keep the organization - the people,
effective and moving. They must manage the organization,
they can not delegate this management, they must do it.
He 'went filrther to say that for management to be
successful, they must be managing people. Many manag-
ers must deal with "customers". The "customers" may be
truly customers, like the users of the firms product, the
policy holders as the case would be with insurance
company, or inside customers.
In view of this, therefore, today's managers must do two
jobs. First, they must accomplish their goals within the
resources - time, money, and materials, Second, they must
manage, conserve, and increase the human resources
under their control. In other words, any management who
does one but not both jobs is not doing a good job.
MCGRIEGOR'~ said that "management is not a thing
existing by itself; it is a function of the organization. As
the organization changes, evolves, shifts its purposes,
takes a new personnel, matures, the management function
will also change. This is why Theory X management might
have been effective at one time in North Arnercia and
may be effective today in some parts of the globe or
under unusual circumstances. Theory Y management is
more effective today but may not be at some future time
and place because the organization may take on new
forms. Theory X management calls for the recognition
that management style must adjust to the needs of the
organization' at whatever state of evollrtion it has reached".
MAS LOW^* said that "people within the management
hierarchy must become a diagnostician. Diagnosis in
management involves analyzing and identifying events in
such a way that causes can be assigned to them. Often,
diagnosis is used in the negative sense of being able to
recognize diseases or sickness from their symptoms. In
the organizational sense, the people involved in manage-
ment must do this. It also involves assigning causes to
positive events which gives higher morale and more
efficiency, less complaints f b m public who are served by
the organisat ion and so on". The researcher's personal . .
opinion is that concentrating on finding causes of positive
events and encouraging and strengthening them will pro-
duce more long-run effectiveness than diagnosing nega-
tive events and performing emergency surgery.
FROMM~' point out that, "so is the people who make
up the management themselves. This greatly complicates
the analysis we wait to perform for (management) we are
simultaneoulsy observer and observed: Pointless
contemplation of our belly bottom should not be our
purpose, yet we must have some glimmer of what we are
really about before we can be expected to serve our lives'
purpose meaningfully by spending the greater part of our
working day the best years of our lives working as
members of the organization, no matter how noble its
social purposes may appear to be".
STONER" states that "management is the process of
planning, organizing, leading and controlling the effects of
the organization members and of using all other organiza-
tional resources to achieve stated organizational goal".
A process is a systematic way of doing things. This
definition of management is referred as a process because
all managers regardless of their particular aptitudes or
skills engage in certain inter-related activities in order to
achieve their desires goals.
R U F ' ' states that "the role of efficient management in
government companies makes them profitable and
encourage industrial growth of the economy. He went
further to say that situations whereby government com-
panies in which it has equity interests were poorly
managed, which often resulted in less profits, was discon-
certing and does not encourage the government to estab-
lish more companies".
From the above exposition, it is quite evident that we
have in one wsy or the other contributed to the failure 1
of companies set up with out hard-earned money because
of the inefficient role of the management. It is quite clear
now that no organization can thrive if bedeviled by an
inefficient management.
The importance and significance of the role of effective
management can no longer be over-emphasized. First and
foremost, when the objective of the organization might
have' been achieved, an industrialized nation, the dream
of our government will become true, and to crown to it
all, the standard of living of our people would keep alive
government owned companies, guaranteeing employment
for all,
REFERENCES
Theodora Levit, Management and the Post Industrial
Society (New York McGraw-Hill Book Company, the
Public Interest Summer, 1976) P. 73
Harold D. Koontz and G'Donnel, C. 0. Principles of
Management, (Kogatusha, McGraw-Hill, 1964) P. 1.
Chester I. Bernard, The Functions of the Executive,
(Cambridge, Mass: Harvard University Press, 1938) P.4.
R. N. Farmer and B. M. Richman, Comparative Manage-
ment and Economic Progress, (Homewood, 111: Richard
D. Irwin Inc., 1965) P. 8.
Peter P. Drucker, The Practice of Management (New
York, Harper and Brothers, 1954), PP. 194 201.
C . C. Nwachukwu, Management Theory and Practice
(Onitsha, African - Feb Publishers, 1988) P.4.
13. 0. Whitemore and W. Ibbetson, The Management of
Motivation and Remuneration, (Oxford Alden Press,
1977) P.3.
1 4 Webster, Third New International Dictionary, (U.S.A.
V01.2. 1966) P. 1372.
15. Richard Hacon, Personal and Organizational Eflec-
tiveness, (U.K., McGraw-Hill Book Company
Limited, 1972) P.29 1.
1
1G. Joseph M. Fox, Executive Questions. (California,
Addison Wesley Publishing Company) P. 29 1.
17. Douglas' McGregor, The Human Side of Enterprise,
(New York McGraw Hill Book Company 1960) P.
18. A. H. Maslow, Euysychoan Management, (Homewood,
111 Richard D. Invni Inc. and the Porsey Press, Inc.
1965 P. 8.
7. Pita N. 0. Ejiofor, Management in Nigeria. Theories and
Issues, (Onitsha, Africana Educational Publishers Nigeria,
Limited, 198 1) P. 101
8. George Kanawaty, Managers of the 1980's, (New York
Holt Rineharct and Winaton, 1979) P. 8.
9. J. E. Rose and M. 3. Kami, Corporate Management in
Crisis, why the mighty Fall, (Eyleword Clifts N. Y Prentice
Hall, Jnc. 1973) P. 42.
10. Michael Armstong, A Handbook of Personnel Manage-
ment Practice. (London, the Auchor Press Ltd, Tiptress,
Essex, 1977) P. 13.
11. L. Urdick. The Elements of Administration. (New York:
Harper and 'Brothers, 1944) P. 38.
12. T. Burns and G.M. Skalker, The Management of Innova-
tion. (London: Tavistock Publications, 1961) P. 32
19. Erich Fromm, The Same Society, (New York: Holt
Rine-Chart and Winston, 1955) P. 35
20. James A. F. Stoner, Management, (New York, Library
of Congress Cataloguing in Publication data, 1935)
P. 7.
21. Colonel M. Rufai, Daily Star Newspaper, 1990, 1 P. I .
CHAPTER TI-IRIEE
RESEARCH DESIGN AND METHODOLOGY
3 1 RE - STATEMENT OF THE PROBLEM c
The objective of this study is to investigate the role of
effective management in an insurance industry. A case
study of NICON INSURANCE Plc.
3.2 RESEARCH WESTIONS
The following research questions were used to develop
questionnaire through which data on the role of effective
management in NICON Insurance Plc. were derived.
How long have you been in the present mangement
position
Is the managcrnent of N E O N efficient?
what does management expect from the operations of
your company?
How do you plan for your employees welfare?
Does Management adequately meet the expectations of
their customers?
How do you rate the activities of vow comnanv?
3.3 DESIGN Rt METHODOLOGY
This research is an investigation and exploratory case
study on the role of effective mangement in an insurance
industry: A study of NICON Insurance Plc.
The researcher used survey research method. The
research method and collection involved the collection of
data through the use of questionnaire, interview and
direct observation.
The questionnaire was designed by the researcher in such
a manner that the respondents would answer the question
without assistance. Care was taken to guard against
-possible sources of error.
The questionnaire was backed up with personal inter-
views. The-purpose of this was to minimize the problem
of error which might arise due to unreturned question-
naire. The interviews were limited to a few selected
workers since the researcher codd not reach all the
respondents.
Also the heads of sections were interviewed. Tlie inter-
view afforded the researcher the opportunity to explain
some difficult questions to the respondsnts. Moreover, the
questionnaire and the interviews were complemented by
what the researcher was able to observe by herself during
her frequent visits to the organization.
. 3 4 SETTING AND SELECTION OF SUBJECTS
NICON Insurance Plc, Enugu Zonal Office is located at
Independence Layout in Enugu North Local Government
Area of E~iagu State in Nigeria. The organization consists
of many departments. The participants comprise the top
management, middle management and junior management.
The target population of this study was 60 workers. This
consists of works in the three different categories of
management (1 O), Niddle level management (20) and
Junior level management (30), Cluster sampling tzchnique
was first used to select the simply population. According
to Nwabuoke 1,
"Cluster sampling is a sample technique whereby the
population is divided into zones or clusters of groups, and
then by applying simple random sampling, a sample is
gotten from a population of cluster". The existence of
three different categories of management in the corpora-
tion fated the task of dividing the population into three.
Following this, the total number of employees in three
different categories of management was used as the
population. The top management has 10 workers, the
middle management has 20 workers, while !he junior
management has 30 employees. The total population there-
fore is 60.
By the process of simple random sampling, samples were
selected from each category of rnangernent. Simple ran-
dom sampling according to ~wabuoke2, "is a method of
sampling in which every unit of the population has a
calculable chance of being selected into a sample".
In selecting the sample froin the top management, the
researcher numbered the worker on top management level
1-10. The reseracher therefore got 10 identical cards and
also assigned the number 1 -10 on them respectively.
These cards were put in a sack and reshuffled after each
draw was made. Cards were then drawn one at a time
from the sack until 3 cards were picked out of the 10
cards numbered. This is in order to give the remaining
cards equal chances of being picked after each draw. The
numbers on the cards picked were noted. The researcher
therefore handed over the questionnaire items to the
administrative manager instructing him to distribute the 3
questionnaire items to the employees whose numbers
corresponded to the numbers on the cards. The employees
filled he questionnaires.
For the middle management, the same simple random
sampling procedure was followed. Here, there were 20
employees, out of which the researcher selected a sample
of 12. Once again, the researcher got 20 identical cards
and numbered them from 1 - 20 accordingly. The cards
TABLE 3.1
Proportion of the employees in each
Management Category to the populatior. size:
Management Category
Top Management
Middle Management
Junior Management
-No. Of
Employees
Percentage
TABLE - 3.2
Proportion of the number of samples in each
Management Category to the total sample size:
Management Category
Top Management
Middle Management
Junior Management
TOTAL
No* Of
Employees
Percentage
were put in a sack and reshuffled thoroughly. Cards were
drawn o m after arother until 12 cards were picked, again
reshuffling the cards afier every draw. The numbers on the
cards were noted, and the employees bearing on the cards
were noted, and the employees bearing the numbers were
selected and given the questionnaires by the Administra-
tive Manager to be completed.
In similar manner, 21 employees were sampled from the
junior management out of a total of 30 employees. This
was also done as explained in the two instances above,
using the simple random sampling technique.
At the end of this exercise, the samples picked from the
three categories of management totalled 36 representing
60% of the entire population. The percentage of the
sample size of the population size is shown thus:
By the use of simple random sampling, all the units of the
population had a chance of being selected. This also
included employees from the three categories of manage-
ment: Top level management, Middle Level management
and Junior Level management. The practice of reshuffling
the cards inside the sack thoroughly after each draw was
intended the to reduce the probability of some cards
having greater chances of being selected than the others.
3.5 INSTRrnNTATION
The major instrument used by the researcher in the course
of this study was the questionnaire. However, interviews
and direct observation were used too. The questionnaire
which was developed and drafted by the researcher took
the form of close questions, answers provided to each of
the question. The questionnaire was constructed to, as far
as possible, embrace all the possible answer to ezch of the
questions. The interviews conducted were also used to
clarify the questionnaire in that it threw more light on
misunderstciod issues and inadequate responses.
The pilot survey was used to establish the validity of the
instrument. Validity here refers to the process of measur-
ing what the researcher purported to measure.
3 According to Nwabuoke , the pilot survey is a "minia-
ture of the main survey in which all the operations
intended to be used in the main survey are tested, to see
how they work and what modifications are needed to
make them work even better". In other words, the pilot
survey is a microscom experiment of the main survey, or
a test or trial survey carried out in a small scale before
the main enquiry.
By this technique, 15 employees who did not belong to
the sample were selected and each given a questionnaire
item to fill. 1 4 out of the 15 employees completed the
questionnaire correctly. The research saw this as an
indication that the respondents understood what were
required of hem in the questions. This distribution and
collection of the questionnaire items were effectively done
by the Training Officer. Consequently, the researcher
relied much on his competence. Thus the validity and the
effectiveness of the instrument was established.
The validity of the instrument having been established, its
reliability was determined by whether responses by vari-
ous respondents were consistent over a number of items,
and with ane another. This was done through the test and
retest technique. This is system whereby a given experi-
ment is repeated over a number of times, therefore 10
questionnaire items were given to 10 respondents who do
not belong to the sample to complete. After completion,
they were collected back, and anew set distributed. This
was repeated until they completed three identical sets of
the questionnaire. The data contained in the three sets
were compared and found to be consistent. Hence, the
reliability of the instrument was established.
3.6 COLLECTION OP DATA
The researcher mat'e her first visit to the study area,
NICON Insurance Plc, Zonal Office, Independence Layout
Enugu, in October, 2002. The aim of this was to get some
facts about the firm. The survey gave the researcher
ample opportunity to establish friendly relationship with
both the management and security men at the gate.
Having created such friendly relatioiiship with the people
concerned, she had little difficulty in collecting the date
during study.
Later, an introduction was made between the res9archer
and the Administrative Secretary ; office of the establish-
ment (NICON Insurance Plc), this was to get the researcher
formally introduced as a research student of University of
Nigeria Enugu Campus and his mission to the organization.
The use of questionnaire formed the researcher's major
source of primary data. Fortunately, almost all the respon-
dents were literate an could make responses to the
questionnaire. 'The few that are not so literate were able
to respond after some simple explanations. Besides, the
questionnaire being self administered offered the respon-
dent the convenience of filling them anywhere.
Out ofthe 36 questionnaires administered to the respon-
dents, 34 were returned. Also 4 were rejected because of
errors in some, and others in which some spaces were left
blank. On the whole therefore, 30 questionnaire items
were correctly completed an returned. Therefore 3 ques-
tionnaire items were used for the purpose of analysis.
The collection of the questionnaire was done by the
Administrative Officer. This method though effective, might
not be entirely foolproof. This is because some respon-
dents would see it as beingofflcial matter and thus might
not give their free and correct answer to the questions.
The tendency might be to give answers that would please
the management. However, the accompanying letter in the
questionnaire reminded the respondefits to be true and fair
in their responses which were promised to be treated as
strictly confidential. The researcher was also told by the
Administrative Manager, that he kept a box outside his
office where respondents dropped their completed ques-
tionnaire items without being seen.
3 7 DATA ANALYSIS AND PROCEDURES t.
After the collection of data, they were analyzed and
classified. After this, tables were used to present data.
Since these were five research questions upon which that
data were based, the data were accordingly presented in
five different tables of analysis.
53.
REFERENCES
1. Precious Nwabuoke, Fundamentals of Statistics
(Enugu, Nigeria, Korona Books, 1989), P. 21.
2. Ibid F. 19.
3. Op. Cit. P. 10.
PiWSENTATION, ANALYSIS AND INTEWmTATION
OF THE FINDINGS
In the presentation of the data, the researcher employed
tabular method of data presentation
The researcher distributed a total of 36 questionnaire
items to the workers in the three levels of management.
Out of the 36 questionnaire item distributed analysis was
based on 30 questionnaire items which was filled
correctly and were collected back by the researcher.
Table 1 has to do with the level of the organizationally
structure the respondents belong.
management. Those at h e upper and middle management
were found not to be too familiar with the enterprises
because of the length of service.
When the respondents were asked what level of educa-
tion did you attain before joining tha company, it was
fcund that out of the 30 respondents, there were only 8
graduates and that makes it difficult for the company to
know what management is all about because that was on
26.7% of the sample size.
The researcher also asked the respondents to mention at
what age they entered the company. She found out that
those at the Senior Management are made up of people
without experience. Most of them have not had enough
experience in the practical management of an organiza-
tion. It is worthy of note that lack of experience on the
part of the management will effect the progress of the
Industry. ,
RESEARCH QUESTION 2
What does management expect from the operations of
NICON Insurance Plc?
This research question was intended to find out what
actually the management of this company expect fiom the
operations of their company.
The responses arc presented in the table below:
TABLE 4.2
Does Management expect efficient performance in the
operations of the company?
Response
The reseai-cher examined data to find out whether
management really expects efficient
Yes
No f
Do not know
TOTAL '
Frequency Y ercentage
10
18
2
30
33.3%
60%
6.7%
10OYo
Performance in the operations of the company, The re-
spondents were expected to answer 'Yes', 'No' and also
'Do not know'.
From the questionnaire, a lot of questions were asked to
see actually how the management are involved in the
effective management of the company in order to get an
efficient performance. From the questionnaire, it was
asked if the staff of Nicon are experts in their various
fields. The respondents that chose the option 'Yes' were
10 representing 33.3% of the total respondents. This
means thzt NICON Insurance Plc staff are not all that
experts in their various fields and it could be possible also
that no management education was given to them and
without experts in various management field, the company
will not achieve its goals. Also 18 respondents represent-
ing 60% said 'No' which means that the majority of the
respondents are aware that NICON staff are not experts
in their various fields. I
Again, the researcher asked if management negotiate
effectively with workers at all levels of management. The
respondents were to choose the option 'Yes' if they feel
that they negotiate at all levels of management and select
the option 'No', if they do not so. Also they are to select
'Do not know' if they do not know anything as regards
to this. Out of the 30 respondents, 10 respondents shared
the opinion that the management of the company do
negotiate with workers at all levels of management.
However, 18 respondents said that they do not negotiate
at all levels of the management. Also 2 respondents
shared the view that they are not aware of this.
Again the researcher examined the data to find out
whether the management of N E O N is efficient. In this
regards, the respondents were to choose options 'Yes',
'No' and 'Do not know'. Based on the views of the
respondents, it could be deduced that majority of the
opinions were in support that the management of NICON
is' inefficient. NICON has been experiencing a lot of
problems within the managemern l rrc la~uu~ .
XXESEARCMI QUESTION 3
This research question intended to find out how the
management plant for their employees welfare.
TABLE 4.3
Do your company organize an employees welfare for the
workers?
Response
Yes
No : Do not know
TOTAL
Frequency
2
Percentage
The date was examined by the researcher, and it was
fourid that 20 respondents said that the company do
not organize an employees welfare like providing staff bus
for the whole workers or provision of medical allowance
or pension/gratuity for their workers. The only 2 employ-
ees that said 'Yes' have stayed with the management
longer than others. The management have been organizing
this type of welfare for their employees years back but
it has not been so with them recently, and this shows poor
management in the company.
The respondents were also asked whether the manage-
ment adequately motivate the s t a r of NICON for eficient
performance. But of the 30 respondents, 20 respondents
shared the opinion that the management do not motivate
their staff for efficient performance adequately. And the
respondents with this opinion took the highest percentage,
that is 66.7% which shows inadequate management. How-
ever, 2 respondents said that NICON motivate their staff,
for efficient performance adequately. Also a respondents
shared the view that they are not aware of this.
From the data collected, 10 out of t k respondents said
'Yes' which is 33.3% of the total respondents and 18 said
'NO' which is the highest percentage while 2 out of the
respondents were ignorant of what was happening. Based
on these respondents answers, it could be deduced that
the management of NICON has been ineficient and from
the majority of the respondents, it is believed that they
have not met the expectations of their customers in terms
of clients services. This shows itself clearly because the
rate of claims settlement policy is low according to the
respondents.
QUESTION 5
How do you rate the activities of your company in terms
of its efficiency?
This question was designed to find cut whether NICON
is actually eficient or not. The respondents perceptions
are on the table below.
TABLE 4.5
How do you rate the activities of your company in terms
of its efficiency?
Rate of the Company's
Activities I I Frequency
Satisfactory
Percentage
Good I - I -
Fair
TOTAL I 30 I 100Y0
The researcher examined data to find out how to rate the
activities of the company in terms of its efficiency. From
the frequency distribution table, it can be deduced that a
total of 30 respondents representing 100% of the total
respondents said fair. The 100% result obtained in this
question 'Is the operation of your company satisfactory/
' could be treated to the fact that every Dick and Harry
in the company knows that the operations of their com-
pany are not satisfactory.
Finally, the researcher asked again to find out on how to
rate the management operations of the company. The
respondents were to cl~oosc From the following options
(a) High (b) Average (c) Low. Based on the perception
of the respondents, 30 chose the option average. It should
be deduced here that the success or failure of an
organization depends crucially on the type, direction,
effectiveness and efficiency of its management. The
management guides the workers towards the goal achieve-
ment of the organization by boosting morale and motiva-
tion.
Furthermore, efficient management devoid of manage-
ment problems can only come about by the company,
having up-to-date equipment, selection of competent
employees and becoming favourably known.
CHAPTER FIVE
FINDINGS, SUMMARY, CONCLUSION
AND RECOMMENDATION
5.1 FINDINGS OF THE STUDY
From the data presented in the preceding chapter, the
following findings were made.
-The research found that the duration of management
position of the compmy is very small, and that causes
unstable management which makes it difficult for any set
of. management colleagues to know actually the problems
inherent in the company.
- That most of the workers were under-graduates.
- That the staff are not all that experts in their various
fields.
- Thu: the management do not negotiate at all levels
of management.
- That NICON has been experiencing a lot of problems
within 'the management hierarchy.
That the management have not been organizing
employees' welfare for their workers.
That their employment criteria is not basically on
merit.
That they have not met the expectations of their
customers in terms of clients services.
That the rate of claims settlement is low.
Final!y, the researcher was able to find out that the
rate of the management operations of the company
is average.
5.2 SUMMARY OF THE STUDY
In order to give this research work a frame of direction,
it was founded on Simon's principle of efficiency. It was
from this principle of simon that the research questions
from where the questionnaire for this study was merged
and developed'. In the questionnaire, attempts were made
cover the role of effective managtnent in an Insurance
Industry. It is important to note that the roles which
managemeiit plays in an industry acts on each and every
section of the office level, Efforts were also made to see
that all categories of the workers were covered by the
researcher while preparing the questionnaire.
The findings resulting from the study were hoped to be
vital to both current and would-be practising managers in
their regulation of operations of their organization more
especially in areas of effective management.
The secondary data collected or1 their topic of the
research "Role of Effective Management in an Insurance
Industry" showed consistently that there is a positive
relationship between management role and some organiza-
tional consequences such a job performance, workers
productibe and operations turnover to mention just a few.
Drucker stressed that there is a high degree of relation-
ship between management and workers productivity.
That management makes it easy or difiicult for them to
develop themselves. He directs people or misdirects them.
It brings out what is in them or it stifles them. It
strengthens their integrity or it corrupts them. It trains
them to stand upright or strong or it deforms them. In this
view, management means a mult-purpose organ that man-
ages a business and manages macagers and worker and
work for efficient productivity.
After reviewing the existing literature, the researcher de-
cided to collect primary data in which case the issue was
channelled to N E O N Insurance Plc, Enugu. At this
juncture, questionnaire was mad to investigate the role of
effective management in an industry. A total of 36 ques-
tionnaire items were distributed to a specified randomly
selected respondents. At the end of distribution and col-
lection, 36 questionnaire items were received from the
respondents among which 6 were not in order. The adjust-
ment left the researcher with a useable number of 30
questionnaire. It was these 30 questionnaire that was
presented and analysed by the researcher, findings were
made and recommendations were finally reached.
5.3 COMCTdUSIION
It could be rightly said that the general results of the
present study on the role of Effective Management in
Insurance Industry with particular reference to NICON
Insurance Plc., Enugu with hope that the results from this
study would form basis for generalizing on the entire
public enterprises in Nigeria.
The use of questionnaire and direct observation as instru-
ments for collecting data for this study seemed to be very
effective and suitable as it yielded much of the expected
positive result. The distribution of the questionnaire was
done by face to face method to the respondents and
collected in the same manner, enabled the researcher see
foi himself 'the way the respondents relate to themselves
and to the visitors too. This also enabled the researcher
make explanations whenever necessary to the respon-
dents. This is one advantage it has over mailing system.
it does not give room for research/respondents face to
face interaction.
The method also allowed the respondents the opportunity
to fill the questionnaire ~t will, some of these respondents
had the choice of taking these home and to f i l l them
when they were less busy.
All the same. One can really say, looking broadly at the
findings of this study that there is inefficient management
in NICON lnsurance Plc. Inspite of the skcletal activities
in the company, the financial problcms have remained
intractable. Bad management has remained the "bone"
that have strangulated/choked the company.
5.4 RECOMMENDATION
Taking congnizance of the vital role this company if
properly managed could play in the economic growth of
this country, the study conducted to investigate the role
of effective management in Insurance industry has gen-
erated a lot of useful results through its findings. The
following recommendations, are proffered on the findings
and conclusions of the study:
1. Provision of adequate management training for the man-
agement. This will go a lung wsy in improving the
efficiency of the company. Training should, as a matter of
fact, include such things as organizing seminars, tours,
workshops, to mention but a few. In doing these things,
efforts should always be made to see that such manage-
ment training has relevance with efficient management
development.
It is sufficient to state now that while management train-
ing is an important part of management development, it
should not be allowed to degenerate into not more than
a series of formal courses, even when these are based on
elaborate job descriptions, job analysis and performance
review systems. This guarantees a st~ttic and increasingly
irrelevant approach. Formal training courses should only
be used when it is essential to supplement what managers
are learning on the job.
2. Government should stay clear of the day-to-day running
of her companies. Management should be allowed a free
hand to run the company. It is a high time government
chose between efficient management of her companies
and wasting of tax - payers money.
3. The management should strictly base their employment
criteria on rn-rits so that professional and competent
employees would be enable to handle the management
positions effectively.
4. In the questionnaire, it was asked whether the post of the
Chairman is an full time or part-time. the respondents said
that it is on part-time. In view of this, it should be seen
that the management combines this work with another
part-time work thereby giving less attention to the opera-
tions of ihis company. In order enhance an effective
management, management should be on full time.
Armstong, Michael
Bernard, Chester 1.
Drocker, P. Peter
Ejiofor, Pita N. 0.
Fromm, Erich
A Handbook of Personnel Man-
agement Practice: London, the
Achor Press Limited Tiptree Essen
(1977).
The Functions of the Executive:
Cambridge Mass: Harvard Uni-
varsity Press (1 93 8).
The Prsctice of Management: New
York Parper and Brothers (1954).
Management in Nigeria. Theories
and Issues: Onitsha: Africana
Educational Publishers N igeria
Limited (1 98 1).
The Same Society: New York
Rinchard and Winston (1 95 5).
ICanawaty, George Managers of the 1980s: New York
Folt Richard and Winston (1979).
Levit, Theodora Management and the Post Indus-
trial Society: New York McGraw
- Hill Book Company the Public
Interest Summer (1 970).
McGxegor, Douglas The Human side of Enterprise
New York McGraw-Hill Book
Company (1960).
Fundamentals of Statistics: Enugu
Chuka Printing Company (19GO).
Phachukwu, C. C. Management Theory and Practice:
Onitsha Africana Feb Pub1 ishers
(1988).
Richman, B o M. and Comparative Management and
Farmer, R. No Economic progress: Homewood 111
Richard D Invni lnc., (1965).
Ross, J. E. and Corporate Management in Crisis
Kami, M.J Why the Mighty Fall: Eaglewood
Clifts. N. J. Prentice-Hall Tnc.
(1973).
Shes, Gregory P. The Study of Bargaining and
Conflict Behaviour: Broadening
the Conceptual Area: Journal of
Conflict Resolution: Vol. 24 No. 4
December, (1980).
Stoner, A.F. James Management: U .S.A. Library of
Congress Cataloguing in Publica-
tion Data (1935).
Stalker, G.M. and The Management of Innovation
Barns, To London Tavistock Publications
(1961).
The Elements of Administration:
New York Harper and Brothers
(1 944)
Whit
Third New International Dictionary
U. S. A. Vol. 2 (1966)
and Ibbetson
r
U and The Management or Motiva
ion and Remuneration:
Oxford Alden Press (1977).
APPENDIX 1 -
QAUESTIONNAIRE SCHEDULE
Dear Respondents,
This questionnaire is on a study of the Role of Effective
Management in Insurance Industry and National Insurance
Corporation of Nigeria Plc, (NICON) as the Study.
You have been selected as one of the respondents for this
study. Your sincere opinion is requested. You are also
assured that the information given by you will be treated
in confidence.
Please try to answer all the questions.
NZEPUOME HYACINTH CI-IIJIOKE
DEPARTMENT OF MANAGEMENT
UNIVERSITY OF NIGERIA
ENUGU ChMPUS
Please do not write your name. No identification is
necessary. Please tick (I) in the box provided.
1. Sex: Male l.-l Female
2. What level of education did you attain before joining
the company?
Primary Six WASCIGCE 11
3. For how long have you been in the company?
Beiow 1 year / 1 - 3 yrs n Above . 3 yrs
4. In what level of the organizational structure do you work? Senior Management Middle Manage-
ment[-] Junior Management n
5. What was your age when you joined the company?
Below 20 yrs I] 20 - 30 yrs I( 3 1- 40 y r s r l
6. Are the staff of NlCON experts in their various fields? Yes No Do not know (1
7. Is the Management of NlCON efficient? Yes No Do not know
8. Does the Management negotiate effectively with workers at all levels of organization?
9. Wow do you rate the management operations of you-r company? Good No r . 1 Do not know [I
10. Does the lnanagement of your company rotate?
Yes 1 No Do not know (1 11. Does the management base their employment criteria on
merit?
Yes No Do not kno4-1
Does management adequately motivate the staff of NlCON for efficient performance? Ycs(1 No[-1 Do not know
Is the payment of salary to employees regular? Yes T I No 1-1 Do not know
Are you happy as an employee of the company? Yes No T I
Do your company organize an employees' welfare for the workers? Yes )I NO Do 110t know 1-1
How do you rate your company in terms of claims settlement policy?
How do you rate your company in terms of clients services? High I---] Average T I owl-1
How do you rate your company in terms of performance? High Average LOWTI