...Human Resource Research Paper Human Resource Management in a Call Center Instructor: Kathryn Taft Advanced Human Resources Management BADM 382 March 16th, 2005 Raymond Chow Executive Summary One of the growing yet toughest industries for human resource to manage is the call center. The call center industry has one of the highest turnover rates compared to other jobs due to its high level of stress and dullness. Retention starts with hiring the right person for the job. Human resource recruiters should look for applicants with these characteristics: self motivated, high tolerance for stress, positive attitude, good listening skills, good communication skills, ability to work as an individual and in a group, good problem solving skills, and enjoy helping customers. A good way to test out the applicants is to pre-screen telephone interviews to test out their phone skills. One of the most useful techniques that call centers use is the employee referral program. This program allows employees to recommend a friend, relative, or family member to the job and receive a cash prize if they pass the probation period. This technique tends to provide the new recruit with more realistic expectations and can provide a better cultural fit. Training and orientation is also important in human resource management in a call center. Training should include lots of role-play so employees can get comfortable talking to customers over the phone, learn to turn negative thoughts into positive ones...
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...Club IT Final Project Final Project: Club IT, Part 3 Tim Deddeh XBIS/219 John Brooks Final Project: Club IT, Part 3 After an extensive amount of research, I have developed an assessment for Ruben and Lisa on their Club IT. They are looking to see improvement capabilities with an option to someday soon expand to a second nightclub. Being at this internship for a few months I was able to see firsthand what was working and what was lacking. My assessment includes a detailed technology plan of what they will need to reach their goals. The club belongs to Lisa Tejada and Ruben Keys. Recently completing the remodel of this facility, they have become very satisfied and have been trying to be the new niche in downtown nightlife one may need in order to relax, eat, and even have a little fun on the dance floor with their friends. This facility offers a square footage of 6,000 feet which is enough room to have fun with a positive energy, a variety of music being played every night. Live band perform every Friday and Saturday and every Monday through Thursday the DJ’s come in to show off their skills. Club IT’s objective is to provide a safe and relaxing environment in which individuals can gather and interact. The target population for our clientele will be individuals’ ages 21 to 30. There will be alcoholic beverages served, so 21 will be the cutoff age for legal reasons. Club IT caters to all ages, sexes, and any type of group that wants to have a great time with food, dancing...
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...Scenario One: Cost Club Background Cost Club is a growing retailer, similar to Super Wal-Mart or Target. It provides discount merchandise and supermarket products in large stores located in many areas of the United States. Cost Club is administratively organized into regions, and each region is permitted to develop its own operational policies these worekersliijijijijoijmmkhere are many strong competitors to Cost Club, with some regions experiencing more competition than others. Your Role in Cost Club You recently have joined the Atlanta regional office of Cost Club as the Assistant Manager of Human Resources (HR) for the region. If you do well in this assignment, you may advance to the HR manager spot when your boss, Pat, moves on to another executive role in Cost Club. For memo purposes, Pat’s last name is the same as the last name of your facilitator. Pat has explained that while the Manager’s role is to focus on long-range and integration issues involving the entire region, your role as assistant manager is to deal with HR issues that arise routinely in the workplace. Pat has forwarded you a number of e-mails that present situations referred to HR; you must look at the situations and respond to Pat in an e-mail that addresses all the forwarded e-mails. Pat apologizes for not giving you time to settle in to your new position, but says that these are significant and time-sensitive issues that have to be dealt with quickly. You immediately begin examining the...
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...ADMN 233 Assignment 3 Part 1 Routine E-Mail Messages and Memos 25 marks (Questions 1 and 2) Refer as needed to material in Chapter 8. Read the instructions for each activity. Answer all questions clearly and concisely. Include examples to support your answers. Activity A – Routine memo Read the following scenario and respond to the question that follows. Scenario 1: Performance Assessment Judith Halls, Manager of Human Resources at The Maritime Fish Packing Cooperative, wrote the following first draft of a reply memo. | The Maritime Fish Packing Cooperative | |Interoffice Memo | | | |Date: December 4, 2009 | | | |To: Michael Foreman, President ...
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...___________________________________________________________________________ Ojaman University Basketball Case Study Report Project Report submitted to Cardiff Metropolitan University In partial fulfilment for the award of the degree of MASTER OF PROJECT MANAGEMENT By: Mazen Al Oud (Cardiff: st20080272, BAL: 20140217) Word Count: 5,909 Under the Guidance of: Mr. Hadi Mattar January 2015 _______________________________________________________________________________ Executive Summary This report presents an analysis and evaluation of decisions taken by the Ojaman University management and the data presented by the heads of departments in the university. Methods and tools of operations management are used to analyse results and to assess decisions. Data analysis shows gaps in the information provided by the management team; some information was insufficient and some important information was neglected. The report describes improvement areas that require further investigation and remedial actions by the university management. The report also shows that some of the analysis conducted by the university management has limitations, mainly related to information about supply chain management, ticketing profits, additional overhead, consumables, quality standards, specifications and staff salaries. Contents Executive Summary .............................................................................................................. 2 Forecasting and Strategic...
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...Introduction The aim of this report is to analyse the strategic change management in Business Development Club. This club is intended to bridge the gap between management, policy-making departments and the various levels of employees who are not directly involved in management discussions. This report addresses about models of strategic change and then discuss relevance models of change in the current economy. Furthermore intervention techniques these key areas which mentioned sequentially. This report mentions about the need for strategic change in the Club and also describes the factor which one driving for change. Furthermore, explains the resources implications which one not responding to the change. In addition, Moreover discuss about stakeholder strategy, the system to involve stakeholders in the planning of change and then evaluation. Finally, develop appropriate model for this change programme and plan the implementation of a model for change and look at the measures to monitor the progress of this change. Strategic Change Management A process involves developing an innovative vision for where the company needs to be, and then developing an equally innovative path for achieving the goals. This is a systematic approach to dealing with change both from perspectives of an organisation and on the individual level. Change management can be defined by three main components: adapting to change, handling the change and effectively putting...
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...way to begin managing and understanding a wide range of decisions to be made, problems that needs attention, and concerns that arise from internal and external customers. According to University of Phoenix Week Three Scenario (2011), “Classical Airlines has seen a 10% decrease in share prices in the past year,” (para 2.) With this decrease in share prices the rising cost (fuel and labor) have hit the organization hard. The employees’ morale is at a low and Classic’s financial strain the corporate culture is under pressure. The board of directors for Classic Airlines has mandated a 15% cost reduction over the next 18 months. This cost reduction brings some challenges for all departments including finance, human resources, marketing, and customer service. From a marketing point of view, Classic is challenged with increasing customer loyalty and satisfaction, while decreasing expenditures. The first step of the problem-solving method is a key question to ask, “Is all the things competing for your attention, which you will deal with at this time?” There are competing issues and all involved parties have a personal vested interest. In Classic Airlines case, decreasing sales impacts the customer’s satisfaction and loyalty; lower employee morale and cutting costs are all examples of the competing issues. There are many key stakeholders who’s vested interest in...
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... is the ability of an individual to "lead" or guide other individuals, teams, or the entire organizations.2 In the following example analysis, we will discuss the leadership in detail. 2. EXAMPLES CONSIDERING BOTH 'STABLE' AND 'CHANGING' STATE 2.1 ORGANIZATIONAL CAPABILITIES The organization capabilities in stable and changing state are similar, as they are built for a long term and cannot be changed in a short term, especially in big organizations. Take the professional service firms (law firms, consulting firms, audit firms, etc.) as an example, the professional service firm is organized differently from traditional companies. Firm is project-oriented. The strategy of the firm that searching for more projects and using less cost to complete all the projects, which is vivid and without any changes. To follow this strategy, in firms, the process is very simple and also doesn’t change so much. People of different levels deal with different levels assignments. Each one’s performance is planned by their head in detail. As the head is...
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...between Sheraton Asia Pacific and Chinese Ministry of Foreign Affairs. Basically, Sheraton Asia Pacific Corporation is a Subsidiary of ITT Sheraton. Andrew Wilson was appointed by Sheraton, an Australian by origin, for the Deputy General Manager position, along with Clara Chan, a Singaporean Chinese, in the Chief Auditor position. These two higher officials were appointed in 1996 only after the regulatory authorities had given formal approval to the project. Agreement Launching Ceremony Incident At the very beginning, a lunch was organized by Yang Zhao, who happens to be the General Manager of the Beijing International Club Corporation. He was also the appointee of the Chinese Ministry of Foreign Affairs. During the lunch session, Clara Chan received her first lesson in JV management and experienced what it is like to be in a venture with the Chinese. Yang Zhao gave a rather subtle complement to Chan by saying that she belonged to the Chinese background and due to which she will be culturally in sync to help Sheraton and Chinese Ministry of Foreign Affairs to establish a good understanding and a better network of communication between these two companies. Chinese Economy: At a Glance Chinese government is tried to make a favorable market condition for the foreign investor to attract them to invest in China. The result to which was that Sheraton Asia Pacific Corporation signed the joint venture agreement with the Chinese Ministry of Foreign Affairs in August 1996. Sheraton...
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...Chapter 12 Human Resource Management True/False Questions WHY HUMAN RESOURCE MANAGEMENT IS IMPORTANT 1. High-performance work practices are those that lead to high individual and high organizational performance. (True; moderate; p. 323) 2. High-performance work practices involve a commitment by management to improve the knowledge skills and abilities of the organization’s employees, increasing employee motivation, and enhancing the retention of quality employees. (True; easy; p. 323) THE HUMAN RESOURCE MANAGEMENT PROCESS 3. The human resource management (HRM) process consists of 10 activities necessary for staffing the organization and sustaining high employee performance. (False; moderate; p. 323) 4. A labor union is an organization that represents workers and seeks to protect their interests. (True; easy; p. 323) 5. In the United States, nearly 25 percent of all workers are unionized. (False; moderate; pp. 323-324) 6. Affirmative action programs assure that minorities are given equal opportunities in the workplace. (False; difficult; p. 324) 7. A community fire department can categorically deny employment to a firefighter applicant who is confined to a wheelchair. (True; moderate; p. 324) 8. The United States will experience a shortage of 20 million workers over the next 10 years according to the U.S. Bureau of Labor Statistics. (False; moderate; p. 325) HUMAN RESOURCE PLANNING 9. Human resource planning can be condensed into two steps:...
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...on different levels to operate as a one entity or multiple entities. When a company is looking at a structure, it looks for the most efficient ways to categorize the company’s divisions, departments, and partnerships in a way to produce the most return on investment. Walmart and More Walmart was founded in 1962 by Sam Walton. He opened the first Walmart in Rogers, AK. Walmart incorporated in 1969 under the name Walmart Stores, Inc. With more than 245 million customers, the most efficient organizational structure may not be obvious. Today Walmart has over 11,000 stores in 27 countries. Employing 2.2 million people worldwide and generating revenue above $466 billion ("Walmart.com", 2013). Walmart has three separate divisions, two of which are in the United States; Wal-Mart and Sam’s Club. The third division is the international division which operates stores internationally. Examples of some companies that use a different approach are Starbucks and Dunkin Donuts. These two use a matrix style organization; there are multiple U.S. divisions, broken up into different geographic territories. Matrix structuring maximizes communication lines so the delivery of a fast changing product can be achieved. Also, the advantage of a matrix-style structure is the ability to accommodate Human Resources needs in all the different areas that service and products are provided. The divisional structure that Walmart uses has proven effective in today’s economy with thousands of different products...
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...chicken-and-egg theory to develop a relationship between organizations and information systems. You need to design information systems that serve the existing organization. At the same time you must be ready and willing to restructure the organization to take advantage of the improvements an information system can offer. So which one takes precedent—the organization or the information system? Actually neither one. The goal is to adapt one to the other. What Is An Organization? An organization is very similar to the information system described in Chapter 1. Remember Figure 1-4 from Chapter 1? Compare it to Figure 3-2 in this chapter. [pic] [pic] Figure 3-2 The Technical Microeconomic Definition of the Organization These two figures have many things in common. Both information systems and organizations require inputs and some sort of processing, both have outputs, and both depend on feedback for successful completion of the loop. Information systems use data as their main ingredient and organizations rely on people. However, the similarities are remarkable. Both are a structured method of turning raw products (data/people) into useful entities (information/producers). Think of some of the organizations you’ve been involved in. Didn’t each of them have a structure, even if it wasn’t readily apparent?...
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...CYCLERMATE PROJECT REPORT Integrated Business Contents * Introduction * Analysis of Business Environment * Analysis of Business Management * Solution * Conclusion Introduction Dai Armstrong and Lewis Llewellyn are the two men who planned to open their own company after being superfluous due to the shutting down of the steel plants in their town of South Wales were Dai Armstrong and Lewis Llewellyn. They both were the part of the local club of cycle touring and because of that, they both became good friends and as a result decided to start Cyclermate which was a bicycle manufacturing company that was laid down in the year 1988. In the initial year Cyclermate possessed a great influence over the share of the market. The whole lot appeared to function with no problems and difficulties up to the year 2010, the time when the company confronted lots of consequences with respect to operation human resource and finance. Specifically, demand by the purchasers fell continua sally even though the prices were cut down by the company; the distinguishing attributes of the goods were not up to the quality as they were earlier. The rising complaints from the customers regarding degrading quality and faults in the product and the concern by the bank manager regarding the overdraft could cause trouble if the problems are not solved as soon as possible. The report is with regard to the financial problems and various other problems confronted...
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...problem while information should be considered only occasionally D) data and information refer to the same thing 3. The Internet generates business value by: A) enabling the buying and selling of goods B) protecting domestic markets from foreign competition C) promoting trade barriers in areas of the world that are underdeveloped D) ensuring compliance of government legislation regarding foreign investment 4. You needed to purchase a new computer system for your office You have narrowed down your choices from several alternatives. This is an example of a/an _____. A) input B) output C) decision D) knowledge E) wisdom 5. Globalisation means: A) that modern businesses are using information technology to expand their market B) to find the lowest cost suppliers regardless of location C) to create 24 hour business days by shovelling work across time zones and nations D) all of the above E) none of the above 6. According to the text, in today’s work environment, it’s impossible to do knowledge work without: A) Technology B) Information C) Knowledge D) Money E) All of the above 7. Computer monitors, printers, speakers and MP3 players are examples of: a) Input devices b) Output devices c) Processing devices d) Storage devices e) None of the above 8. A/An ____ application is an example of utility software that helps guard your computer against unauthorized access when connected to a network. a) driver b) firewall c) anti-virus...
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...gone unscathed by the challenges faced by the airline industry. Financially, increased uncertainty about flying has resulted in a 10% decrease in Classic’s stock prices. Operationally, the airline is suffering from waning consumer confidence. The airline’s rewards program has lost 19% of its members and the flights booked by the remaining members have decreased 21%. Rising costs, particularly in the area of fuel and labor, have limited the airlines ability to compete for the high value frequent flier. Classic’s board of directors has mandated a 15% cost reduction in all departments over the next 18 months to protect the profitability of the company (University of Phoenix, 2012, Classic Airlines Scenario). Financial success is dependent upon marketing. Without marketing to generate the demand for a product, the company cannot make a profit (Koller & Keller, 2006). Classic’s Chief Executive Officer (CEO), Amanda Miller, has tasked the new Chief Marketing Officer (CMO), Kevin Boyle and his team comprised of the Senior Vice President of Customer Service, Renee Epson and the Senior Vice President of Human Resources, John Hartman, with the challenge of reviving the rewards program, which she believes is the key to Classic’s success. The simplex problem-solving approach will be applied to identify and develop a solution to Classic Airlines challenge. Step One: Problem Finding Step one of the simplex problem-solving approach is to find the right...
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