...service representatives are faced with the daily task of providing conflict resolution to often angry customers, it is very important that they feel empowered and trusted to make decisions that not only impact a company’s bottom line, but that also satisfies the customer’s original request or complaint (Ivancevich, 2010, p 393). Discussion of the Literature While many individuals utilize some type of customer service on nearly a daily basis, the majority of people do not understand the job competencies and necessary qualifications that are needed to be able to effectively handle inquiries and diffuse tense situations on a daily basis. In "An Empirical Study of Job Design in the Australian Call Centre Industry’ Bowden argues that the majority of customer service employees in call centers lack the necessary autonomy and authority needed in order to solve an issue directly without involving upper management. By providing employees with more direct individual authority, he argues that customers will receive...
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...International Journal of Educational Management Emerald Article: Human resource management in Hong Kong preschools: the impact of falling rolls on staffing Choi-wa Dora Ho Article information: To cite this document: Choi-wa Dora Ho, (2009),"Human resource management in Hong Kong preschools: the impact of falling rolls on staffing", International Journal of Educational Management, Vol. 23 Iss: 3 pp. 217 - 226 Permanent link to this document: http://dx.doi.org/10.1108/09513540910941720 Downloaded on: 11-05-2012 References: This document contains references to 32 other documents To copy this document: permissions@emeraldinsight.com This document has been downloaded 1576 times. Access to this document was granted through an Emerald subscription provided by PORTLAND STATE UNIVERSITY For Authors: If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service. Information about how to choose which publication to write for and submission guidelines are available for all. Additional help for authors is available for Emerald subscribers. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.com With over forty years' experience, Emerald Group Publishing is a leading independent publisher of global research with impact in business, society, public policy and education. In total, Emerald publishes over 275 journals and more than 130 book series, as well as an extensive range of online...
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...CapraTek Training Program Design: HRM 5015 Leading and Managing Workplace Learning Training Topic Topic Identification The training topic I will design for CapraTek is Sexual Harassment: You make the call. Upon interviewing various supervisors for their different plants I found that overall they are all uncomfortable with their knowledge on laws that affect their associates. Considering that the new plant is being opened in a state where there is a mandatory sexual harassment training law. Strategic Needs Due to the mandatory regulation of this training it is cost effective to use this training as an opportunity to grow our leadership. By having a in person session with our supervising team we can instill leadership behaviors that will help them in other areas of leadership. This seminar will give them the tools needed to solve other law/policy related problems. If we have to spend money let us make sure that we are getting a better return on investment from it. Needs Analysis Currently our company’s objective is to open the plant in Illinois and train our supervising staff accordingly. One major obstacle to this is the mandatory regulation of sexual harassment training by the state. Our supervisor must know what is legally required of them and what we expect from them. Our expectation is that they are able to fully understand what is sexual harassment, what are the signs of it, who to prevent it and...
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...HRM Case Study Paper Misdirection and disorientation: A lasting first impression Deirdre Snoijl (138568) Human Resource Management Dr. Scott Smith University of Aruba April 21, 2015 TABLE OF CONTENTS Page Introduction 3 1. Description of the Food & Beverage department in resorts 4 2. Description of the role of the Human Resource Management department in resorts 4 3. Analysis of the case study 5 3.1. Identification of the issues 5 3.2. Solutions to the issues 6 3.3. Culture of organization 7 4. Conclusions and recommendations for short- and long term 8 References 10 Introduction The following paper forms part of the final task for the course ‘Human Resource Management’ of the MBA program of the University of Aruba year 20152017. Based on the assignment received, an HRM case study paper was analyzed and recommendations were given. In the case study paper you will find (1) a description of the Food & Beverage operations in resorts, (2) a description of the role of the Human Resource Management department in resorts, (3) analysis of the case study, and last, (4) conclusions and short – and long term recommendations for resorts in order to maintain a viable service-oriented staff. 1. Description of the Food & Beverage operations in resorts According to the National Restaurant Association (2011), restaurants are one of...
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...Sustaining Employee Performance John Rhodes, Maria Mendoza Suarez, John Guy, Joseph HRM/300 February 16, 2015 Robert Lacey IV Sustaining Employee Performance As an employee, your work performance is under constant evaluation. “Employees generally see any such evaluation as having some direct effect on their work lives. They may lead to increased pay, a promotion, warnings about sub-standard performance, or assistance in personal development areas for which the employee needs some training” (DeCenzo, 2013 pp. 244). In the coming paragraphs we will discuss: performance management systems, job evaluation methods, possible compensation plans and the importance of providing employee benefit programs as they pertain to Customer Service Representatives and Retail Sales Professionals of AT&T. Function of Performance Management Systems Performance management systems are put in place to apply organizational and individual objectives. “Performance management is a process by which managers and employees work together to plan, monitor and review an employee’s work objectives and overall contribution to the organization. More than just an annual review, performance management is the continuous process of setting objectives, assessing progress and providing on-going coaching” (Community Foundations of Canada, 2013, para. 1). Performance management systems have been criticized as they may lead to emotional outbursts from employees. A properly designed performance management system...
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...Nicole Shoop HRM/310 September 23, 2013 Tiffany Mytty-Klein Change Management Memo Type of Change To streamline the customer service area of Apria Healthcare as well as reduce costs and improve workplace efficiency, the organization decided to change how and where the customer service department operated. Originally, each branch location would have a team of local customer service representatives to help customers who consisted of patients and referral sources. The customer service representatives would answer incoming phone calls, take equipment orders, explain insurance coverage, answer customer questions, and assist walk-in customers. Because the majority of the customer service representative work was conducted on the telephone and did not require face-to-face contact, the organization desired to change the business practice. The organization made the decision not to have local customer service representatives at each branch location but rather create a central location or hub for these employees to perform their telephone related job duties. For example, if a branch was located in the western part of the United States their telephone calls would be funneled into the California call center. The centralized customer service representatives would collect the necessary information over the telephone and dispatch the local delivery personnel. This centralized call center would also transfer calls to appropriate departments...
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...Business Volume 10, Number 1 (June 2004) Transformation of Korean HRM based on Confucian Values Jong-Tae Choi* College of Business Administration Seoul National University Abstract This study aims to find out the role of the Confucian family value in the process of the transformation of Korean HRM and IR in a hypercompetition period. I analyzed the characteristics and the transformation of Korean companies’ HRM as well as the core value system of Confucian familism. I suggest that a successful transformation of HRM in Korean companies requires an interplay between two factors. First is the genetic factor based on traditional Confucian culture of Korea (i.e., the DNA of Korean HRM), of which its advantages must be respected and preserved. Second factor is an adaptation ability, which modifies its own core competency and routine through an interaction with the environment. Korean HRM stands at a turning point now. The Korean economy is facing a hyper-competition in the global market. To survive, Korean companies have to improve their competitiveness. Also they must solve the problem of seniority-based HRM of Confucian values that hinders their competitiveness. To confront an inevitable transformation of the management system, Korean companies tried to solve the problem by bringing in a rapid growth process of North American HRM practices. But, unanticipated side effect has occurred in this process. As American HRM was uniformly adopted, traditional teamwork, organizational loyalty...
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...Pennywell Professor Jama Rand HRM 510 July 16, 2011 Abstract In this paper I will discuss the case of Davis v. the Board of County Commissioners of Doña Ana County. In this case Joseph Herrera an employee at the detention center was accused of sexually harassing the female inmates. Herrera’s supervisor at MVH where he was employed, advise Herrera that they will taking actions to discipline him due to the complaints and Herrera resigns. Herrera asks his employers to give him a letter of recommendation for an employer he was applying for and the supervisors give him an outstanding recommendation. His supervisors neglect to tell the prospective employer that at the time of his employment he was under investigation for sexual harassment. Because they did not disclose that information they employed Herrera and he repeated his actions. 1. What was the legal issue in this case? The legal issue in this case is whether or not the Doña Ana County Detention Center was responsible for the actions of Joseph Herrera. While working for the Doña Ana County Detention Center, Herrera was under investigation for sexually harassing various females in the detention center. The sexual harassment claims involved sexual statements and comments, requesting to have sexual relations with the inmates and in some cases receiving sex from the inmates in return for assisting them with various different things. The legal issue is did the Doña Ana County Detention Center become responsible when...
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...EEOC v. Convergys Customer Management Group, Inc. Author Note: This paper was prepare for Managing Employment Law in Business HRM 306 Contents Abstract 3 Introduction 4 Body 4 Conclusion 6 References 7 Abstract One part of the American Disability Act, states that “employers must try to offer reasonable accommodation to an employee, unless doing so would cause significantly difficulty to the employer or too costly.” This case is about did the employer offer reasonable accommodation to a wheelchair bound call center employee or did they unjustly terminate him because of his disability. The employee did make his employer aware of his special needs but did the company try to make reasonable accommodations for this disabled employee Introduction Convergys Customer Management Group, Inc. is a call center that hired a wheelchair bound employee named Demirelli. Mr. Demirelli was constantly late from breaks, lunch, and to work. The company did not have assigned workstations or sufficient parking for people who are disabled in their parking lot. Convergys Customer Management call center had a very strict tardy policy in place for the company to be profitable. Mr. Demirelli was ultimately terminated from the company. Mr. Demirelli sued Convergys Customer Management Group, Inc. and won. Body “Do you believe the employer made a good-faith effort to reasonably accommodate the employee? “ Mr. Demirelli is wheelchair bound due his disease of brittle...
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...HRM 4050 Human Resource Development: Recruitment and Selection Methods to Hire 10 call centre employees in a newly formed department Daniela Pantica Student no: M00452076 Module: HRM 4050 MA Human Resources January 2013 intake Part-time number of words: 3519 Table of Contents I. Introduction 3 UK labour market, HR planning and labour turnover in the current UK economic climate 3 Staff turnover 4 II. Stages of the recruitment and selection process 4 Step 1: Determine if there is a vacancy (Taylor 2005) 5 Step 2: Job analysis (Taylor 2005) 5 Step 3: Job description and person specification (Taylor 2005); 6 Step 4: Application form (Taylor 2005) 7 Step 5: Recruitment methods and media (Taylor 2005) 8 Step 6: Advertising (Taylor 2005) 9 Step 7: Selection methods (Taylor 2005) 9 Step 8: Appointment & induction (Taylor 2005) 11 III. Conclusion 12 IV. List of references 13 Annex 1: Sample of Call Center employee Job Description 14 Annex 2: Sample of Person Specification for Customer Contact Centre Agent 16 Annex 3: Online job advert sample 17 I. Introduction The purpose of this essay is to outline and explain the process of recruitment and selection for hiring 10 call centre employees in a newly formed customer services department in an IT medium-sized company. Specific recruitment and selection theory from different authors will be approached and linked to the relevant environment including call centres, medium-sized IT company...
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...1.0 Introduction 1.1 Training and Development: Human Resource Management (HRM) is a new term, before this department was called as a Personnel Administration or Personnel Management, but trends are changing. Today HRM is a very important part of any organization that helps to select, recruit, train and develop employees over time. Training and Development (T&D) is HRM’s subsystems that have to reduce randomness and maintain structured learning format. The main purpose of training and development is to make sure that organization have fully skilled workers that will affect on effectiveness and efficiency of an organization (Naukrihub, 2007). 1.2 Importance of Training and Development: Training and Development is the structure which was made for helping workers to develop their personal and organizational skills, knowledge, and capabilities. So, HRM have to concentrate on developing most superior labour force so that individual and organizational goals would be aligned in providing good service to the customers. In today’s competitive world all employees want to be competitive in the labour market as well. But this can be achieved only through training and development of employees. So, good HRM department should provide proper training in order to develop employee’s skills, which will lead to employee motivation and retention. Organization can not exist by itself, therefore people are the main assets of any company that helps to achieve efficiency and compete in market...
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...promote an emotional distance and lack of respect for others, and particularly for those who are relatively more disadvantaged (Munro 1998). To avoid a descent into nihilism, Bauman proposes that the way out of the dilemma is through encouraging development in others of what he calls the ‘moral impulse’. His post-foundationalist approach to ethics endeavors to overcome some of the inevitable confusion created by empirical relativism and moral uncertainty by inviting individuals to transcend their egoistic moral understandings of the social self and consequently, act more caringly and responsibly towards others (Benhabib 1992; Legge 1998a, 1998b; Letiche 1998; Willmott 1998). In general, we are not ‘against ethics’ as such although all are...
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...CHAPTER 1 INTRODUCTION TO HUMAN RESOURCE MANAGEMENT (HRM). 1) WHAT IS HUMAN RESOURCE MANAGEMENT? Human resource management (HRM) is the strategic and coherent approach to the management of an organization's most valued assets - the people working there who individually and collectively contribute to the achievement of the objectives of the business.The terms "human resource management" and "human resources" (HR) have largely replaced the term "personnel management" as a description of the processes involved in managing people in organizations. Human Resource management is evolving rapidly. Human resource management is both an academic theory and a business practice that addresses the theoretical and practical techniques of managing a workforce. The Human Resources Management (HRM) function includes a variety of activities, and key among them is deciding what staffing needs you have and whether to use independent contractors or hire employees to fill these needs, recruiting and training the best employees, ensuring they are high performers, dealing with performance issues, and ensuring your personnel and management practices conform to various regulations. Activities also include managing your approach to employee benefits and compensation, employee records and personnel policies. Usually small businesses (for-profit or nonprofit) have to carry out these activities themselves because they can't yet afford part- or full-time help...
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...To what degree does our knowledge of personnel practices in the UK indicate there has been a transformational shift in the way that personnel practices are a source of the 'new competitive advantage? Introduction: Understanding employees’ practices is necessary both for company proprietors and for personnel within a human resources unit. The individuals in a corporation are too vital for its achievement. Personnel practices, now usually regarded as function of human resource department, involve several components that are important for the accomplishment of any business (Understanding Personnel Practices). Today, in the light of emerging new knowledge-based economy, it is important to revisit how far UK has succeeded in transforming its highly-efficient management expertise to acquire new competitive advantages; their direction and trends will have vital implications for future with fiercely competitive global environment and current economic recession that started from 2007. Today, service sector in UK contributes around 75 percent of its GDP. In particular, its banking, insurance, and business services dominate, requiring high-skilled management professionals. The contribution of UK industry and manufacturing to GDP has declined over the years, which in 2008 was 22.8 percent. Both manufacturing and energy are in long-term decline. (Economy Watch) Not surprisingly, throughout this shift towards service sector, there has been a rise in the role of relatively new...
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...advantage by using its people effectively and efficiently. Regarding this new challenge of HRM, this paper strives to identify whether the HRM can be considered as a source of competitive advantage of the firms or not? Finally the result of this study highlights the value of human resources (HR) and its strategic activities which have an influence on organizations performance and competitive abilities. 1. Introduction The term ‘human resource management’ (HRM) is simply the reflection of three words that does not provide much enlightenment. Where, ‘human’ implies it has something to do with people; ‘management’ places it in the domain of business and organization; but ‘resource’ is a highly ambiguous concept that many people find difficult to relate to [1],[2]. Now the question arises what exactly is the ‘HRM’? According to Storey [3], HRM is a distinctive approach to employment management which seeks to achieve competitive advantage through the strategic development of a highly committed and capable workforce. On the other hand, concerning to HRM, American Management Association (AMA), mentioned it can be described as the organizational function accountable for obtaining and maintaining qualified employees [4].Therefore, from the various approaches of HRM, we came to know that one of the major sources of competitive advantage of a firm are the employees, i.e. HRM. In short it can be said that HRM is an important tool that includes: (a) planning and directing; (b) development and...
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