Human Resource Management and Service Quality

This assignment examines the crucial role of human resource management (HRM) in shaping service quality within organizations. It delves into how effective HRM strategies, including training and development, contribute to employee performance and, consequently, enhance service delivery. The analysis draws upon case studies of Woodhill College, Tesco, and ITV, highlighting best practices and the link between HRM and superior service quality.

HUMAN RESOURCE MANAGEMENT
STUDENT NAME
STUDENT ID
PROFESSOR NAME
1

Table of Contents
Introduction......................................................................................................................................3
Part 1................................................................................................................................................3
Task 1...............................................................................................................................................3
a) The purpose and role of Human Resource manager in the workforce planning of Woodhill
College.............................................................................................................................................3
b) Strength and weakness of the various approaches in the process of selection and recruitment..4
c) In order to fulfil the objectives of business the importance of HRM functions..........................5
d) Evaluating the strengths and weakness of the approaches in the process of selection and
recruitment.......................................................................................................................................5
e) Evaluating with example the strength and weakness of the various approaches to selection and
recruitment.......................................................................................................................................6
Task 2...............................................................................................................................................6
a) Job advertisement........................................................................................................................6
b) Finding the platforms to place the advertisements......................................................................7
c) Building job specification and person specification....................................................................8
d) For the practices of HRM providing rational..............................................................................9
Part 2................................................................................................................................................9
Task 3...............................................................................................................................................9
a) Describing the difference between the development and training..............................................9
b) The changes in the expectation of TESCO and required training of the staffs...........................9
c) The methods of training of TESCO...........................................................................................10
d) Needs of training process of TESCO........................................................................................10
e) Evaluating the benefits of training process of TESCO..............................................................11
f) Indication the extent to achieve a return on investment.............................................................12
g) Some approaches that adopted by TESCO to expand their business........................................12
Part 3..............................................................................................................................................13
Task 4.............................................................................................................................................13
a) Importance of good employee relation in ITV..........................................................................13
b) The key elements of legislation.................................................................................................13
c) The impact of employee relation and HRM practices in ITV...................................................14
2

Conclusion.....................................................................................................................................15
Reference list.................................................................................................................................17
3

Introduction
For the proper business process, there is the importance of the practice of Human resources. As
the maximum control of the business process depended on the work responsibilities of the human
resources of the companies, so the appropriate practices of the human resources can increase the
range of business and the organisation can reach with the service system to the people around the
world. Maintain own responsibilities the human resources of the institutions can develop their
service system. All the requirements of the organisations in the time of conducting any projects
and also in the time of improving the business process are fulfilled by the HRM of the
organisations. The recruitment and selection of the employees and the process to satisfy the
employees are done by the HRM of the companies.
Part 1
Task 1
a) The purpose and role of Human Resource manager in the workforce
planning of Woodhill College
According to Brewster et al. (2016, p.457), the HR managers of the organisations need to play
important roles in the organisations. From the planning of the project till to the development of
the service system, the HR managers are of prime importance. In the case of Woodhill College,
one of the main responsibilities of the HR manager is to recruit the necessary employees for
several posts. In order to conduct any kind of project, it is important to build proper planning of
the project. The appropriate planning of the projects increases the speed of the work and also
helps the HR of the college to conduct the project successfully. With the help of the proper
resources of the organisation, HR can fulfil all the requirements of the workplace. The planning
and scheduling of the work process are done by the HRM of the organisation. In Woodhill
College for conducting the process of the recruitment and selection process, the HR manager
builds the proper work plan. Based on the stages of the work plan the HR of the college can
develop the recruitment process and also can get the correct employees for their institution.
4

b) Strength and weakness of the various approaches in the process of selection
and recruitment
Sparrow et al. (2016, p.69) stated that in every business organisation there are various strength
and weaknesses. The strength of the organisations provides support to compete in the market and
the weakness of the organisations reduces the service system of the business. In the case of the
Woodhill College, they have also various strength and weakness in the process of the recruitment
process. At the time of conducting recruitment process, the organisations face various issues. For
the strength, the organisations overcome various issues and for their weakness, Woodhill college
failed to overcome issues. The various approaches of the recruitment system of the college are
internal and external. In the case of the internal and extra approaches, Woodhill College faced
various problems. Woodhill College has both strength and weakness in both internal and external
recruitment process (Curro.co.za, 2017).
Internal
Strength Weakness
Known employees
Skill of the employees
Proper systematic way
Lack of resources
In the case, the strength of Woodhill College of internal recruitment process needs to be known
to employees who are working in college from the last few years and the proper skill of the
employees. Weakness is the lack of proper systematic way of recruitment and selection of
Woodhill College and the lack of resources.
External
Strength Weakness
Experienced employees
Trained
Lack of marketing process
Economic issues
In the case of external recruitment, the strength of the organisation is the chance of getting
experienced and trained employees. The weakness is the lack of the marketing process of the job
vacancy and also the economic issues of Woodhill College.
5

c) In order to fulfil the objectives of business the importance of HRM
functions
The HRM of the organisation work as per the objectives the organisation's (Renwick et al. 2013,
p.1). In the case of the HRM of Woodhill College, the HRM of this college needs to work as per
the objectives of the college. In order to fulfil the objectives of Woodhill College the functions
that provide talent and skill are following:
Recruitment
The appropriate process of recruitment is conducted by HRM of the organisation in order to find
out the perfect employees for Woodhill College.
Selection
Select the correct employees for the college the HRM improve the service system of the college,
Orientation
Through this function, the HRM of Woodhill College provides the information that is important
for the employees to adjust in this workplace. With the proper information, the employees can
conduct their project successfully.
Development
For the improvement of the service system of the college and also to provide the best quality
services to the students, it is the duty of the HRM of the college to adopt various strategies of
development.
Career path management
Career path management improves the skills of the employees with the proper contribution of the
HRM of Woodhill College.
d) Evaluating the strengths and weakness of the approaches in the process of
selection and recruitment
Before starting the process of recruitment and selection process it is the duty of the every
responsible department of the organisations evaluates the strength and weakness of the process
(Jackson et al. 2014, p.1). The strength and weakness of the approaches provide the impact on
the whole selection process of the organisations. The strength of the approaches provides the
positive impact and on the other hand, the weakness of the approaches provides the negative
impact to the selection and recruitment process. For the process of recruitment strength of
6

Woodhill College are the skilled employees and also chances to get the experienced and trained
employees. The weakness of the college is the lack of properly advertisement process and also
ten lacks of resources. Due to the lack of proper resources and economic support, Woodhill
College failed to provide the proper advertisement to the perfect platforms.
e) Evaluating with example the strength and weakness of the various
approaches to selection and recruitment
In the case of the strength of internal recruitment process, Woodhill has the employees to
promote. Among the employees of college who are working with this college from the last few
years have to gather a lot of skill and experience. The experienced employees of the organisation
can play the role of the post. In this case Woodhill they can appoint in that post without
conducting any recruiting process. The weakness is that as the organisation has not the proper
systematic way of the promotion process, so this process failed. In the case of external
approaches through the organisation has the chances to get the experienced employees but due to
the lack of proper economic support the advertisement process cannot do by the organisations
Due to the lack of resource Woodhill college failed to conduct their marketing and advertising
process and do not get the opportunity to appoint the experienced candidates.
Task 2
a) Job advertisement
Urgent Vacancy
Job opportunity in Pretoria, South Africa
Recruitment of assist Professor
Have the opportunity to work in one of the best college of South Africa as an assistant
professor
Assistant professor
To face the interview process of their recruitment the candidates need to follow the below-
required qualification:
● Master degree in any stream.
● Minimum 60% of marks in both ten graduating and Master Degrees courses.
7

● Most welcome for the candidates who are conducting Ph.D.
● Good communication skill.
● Need to have knowledge in more than two languages.
Process of application
The interested candidates can apply for the post by using both offline and online system of
application. In the case of offline application, candidates can download the application form
and prospectus from the online sites and also can collect the form and prospectus from the
campus of the college by paying the registration charge. In the case of the online application,
the candidates can apply through the website of Woodhill college. The candidates can get the
opportunities to choose the pattern of exam among the online examination process and offline
examination process. Online process of examination is only for the candidates who live more
than 500 km distance from the college campus. The offline process of examination is for all
the candidates.
Salary
No bar in the salary for right candidates.
b) Finding the platforms to place the advertisements
In order to reach the advertisement to ten candidates among the whole country and also to the
other countries, it is important for Woodhill College to choose the right platforms of place the
advertisement. By reaching to more candidates the college management can get more
opportunity to get the perfect candidates for their college. The Right platform can complete the
process of advertisement successfully. In order to place the advertisement, Woodhill College can
choose both the offline and online system of advertisement. In the case, if the offline system of
advertisement Woodhill college can use the following platform:
Newspaper
As the maximum people of South Africa and all over the world use the daily newspaper so it is
the easiest way to reach to the maximum candidates
Magazine
By advertising in the magazines, the college can reach to the candidates. Woodhill College can
choose both the national and international magazines for their advertisement process.
Poster
8

Through the system of the advertisement of the posters, the organisations reach to the local
candidates. Though the system of using posters is not important but is the effect on the
recruitment and selection process.
In the case of the online system the college can choose the followings:
Website
By choosing the developed and modern technologies organisation can conduct their advertise
process successfully. Through the websites of the organisation, the candidates can get all the
details about the recruitment process.
Social networking sites
As the maximum people around the world are in touch with the social networking sites, like
Facebook, so by using this process, Wood College can easily reach to the customers around the
world.
c) Building job specification and person specification
Job role
Assistant professor
Organisation name
Woodhill College
Qualification
The candidates who want to apply for the post of assistant professor of Woodhill College need to
be MA. In both the graduation and MA it is important to have 60% of marks. The candidates
who are doing their Ph.D. study are most welcomed. The candidates for the post need to have
good communication skills. The candidates must have knowledge of more than two languages.
Person Specification
The candidates need to be experienced in this field of work. With the help of their pleasant
manner they need to build the comfortable rapport with the students and also with the other staffs
of the colleges. The person needs the ability of creativity. In order to improve the conditions of
the students the professor need to build various solution process by applying the creativity. The
candidates need to work with the others and need to build the proper environment for the
students and also for the colleagues. It is important for the candidates to have the ability to guide
properly the students and also to build notes and questionnaire for the students.
9

d) For the practices of HRM providing rational
In the case of the recruitment and selection process of Woodhill College, ten HRM of the
organisation provided the proper advertisement of the vacancy of the job band used the various
platforms to conduct successfully the advertisement process. The HRM of the organisation
described briefly the requirements that they are searching for the candidates and also provided
the proper to apply and chose the pattern of examination. On order to conduct successfully the
advertisement, the HRM of Woodhill College chose both the offline and online process. In the
case of the offline system the organisation chose the newspaper, magazines, and posters to
advertise the vacancy and in the case of online, they chose the website and social networking
sites like. Facebook.
Part 2
Task 3
a) Describing the difference between the development and training
As per Budhwar and Debrah (2013, p.598), the human resource managers of the organisations
need to take various responsibilities. In any sector of business, there is the importance of the
HRM. The responsibilities of training and development are the most common responsibilities of
the human resource management of the every organisation. In these two duties of the human
resource managers, there is the difference; Training is the process to develop the experience and
skill of the employees. By providing training to the employees the human resources can improve
the performance level of the employees. The best efforts of the employees improve the service
quality of TESCO.
The development process is an activity by conducting which the organisations, like TESCO
develop their work policies and service system. The process of development improves the whole
service system of the organisation.
b) The changes in the expectation of TESCO and required training of the
staffs
In the business of the organisations, there is the impact of both the internal and external factors.
These factors provide impacts and the impacts can be both positive and negative. As the
10

customers of TESCO are one of the external factors of the organisation, so it also provides
impact upon the business of TESCO (Tescoplc.com, 2017). The expectations of the customers
mainly influence the business of the organisation. TESCO produce the products as per the
expectations of the customer. In any changes occurred in the expectations of customers, then it
provides negative impact upon the business of the organisation. As per the new expectations of
the customers the organisation needs to change their service system and also need to provide
training to the staffs to work with the new system.
c) The methods of training of TESCO
According to Johnston and Marshall (2016, p.3256), in order to improve the skill of the
employees of the organisation, it is important to provide proper training to the employees of the
organisation. The appropriate training methods can develop the learning skill of the employees.
The methods of training of TESCO are following:
On job training
During any job in the workplace TESCO provide training to the members of the team. With the
help of the training, the team members can understand the process of work
Shadowing
The employees of TESCO are guided by the team leaders to do the jobs and also to understand
the organisational culture.
Coaching
By providing the coaching process the organisation provides the proper training to the employees
of the organisation.
Mentoring
In the case of teamwork, the experienced members of the team play the role of mentor and
provide training to the employees.
d) Needs of training process of TESCO
For the proper progress of work and to improve the quality of service within an organisation, it is
important to provide proper training to the employees of the organisations (Klingner et al. 2015,
p.635). In the case of TESCO the needs of the training are following:
● In order to improve the skill of the employees, the proper process of training is essential.
With the proper training process employees can improve their skill.
11

● To provide the best effort in the job of the workplace it is important to have the training
process.
● To understand the rules and regulations of both the organisation and government the
training process is necessary. In order to make clear the culture of the organisations, the
proper process of training is important.
e) Evaluating the benefits of training process of TESCO
Weekley and Ployhart (2013, p.235) stated that in the case of proper service system of TESCO
and for the development of the employees of TESCO there are the benefits of the structural
training process. The benefits are following:
Economic
By getting the proper training the employees of TESCO get the idea about the usages of the
materials in the work. Thus, the possibility of wastages of material reduces and the economic
section if the organisation become strong.
Productivity
The appropriate training methods of the organisations improve the skills of the employees and
the employees become aware of the quality of the products. The quality of the products becomes
increase.
Procedures
The training process makes clear the procedures of the work to t employees of the organisations.
With the knowledge of clear procedures, the employee easily conducts their jobs and completes
it successfully.
Supervision
After the completion of training, there is the less need of the supervision because the employees
can conduct their work by their own self.
Systematic skill
The training process of TESCO provides the information to the employees about the systematic
work process. By working in the systematic way the employees can complete their work easily.
Creation of skill
The proper training increases the creativity power of the employees. With the help of the training
process of TESCO, the employees can improve their creativity.
12

f) Indication the extent to achieve a return on investment
In order to get the proper results and to improve the quality of service TESCO provide the
training to their employees (Jensen et al. 2013, p.1699). After evaluating the needs and the
benefits of the training process it can be said that the training process is improving the skill and
knowledge of the employees of the company. With the help of the proper skill and knowledge,
the employers can provide their best performances of TESCO. The correct performances and
contribution of the employees improve the service and product quality of TESCO. Thus, the
requirements and expectations of the customers can fulfil by TESCO easily.
g) Some approaches that adopted by TESCO to expand their business
In order to increase the business range, the organisations need to adopt various strategies (Jones
et al. 2014, p.383). In the case of TESCO, to increase the range of their business this
organisation can adopt the following strategies:
Global business
In order to expand the business, TESCO can increase the range of their business widely around
the world. By adopting various methods this organisation can conduct their business in the global
market.
Target another market
In order to build popularity among the customers and also to increase the profit percentages, it is
important for TESCO to target another market. With the help of the properly strategies, this
organisation can expand their business.
Government contract
By getting a contract to work with the government the organisation can expand their business.
By getting a business contract with ten governments the organisation can get the proper support
of the shareholders. Thus, the numbers of the investors of the business also increase.
Merger
By merging, the business with the other companies TESCO can increase their business range.
Mainly merged with the international company TESCO can improve their business process.
13

Part 3
Task 4
a) Importance of good employee relation in ITV
There is a need for essential communication as well as maintaining the appropriate relationship
with the workforce in order to cater to the requirements of staffing process in the era of cross-
border flow of capital. The maintenance of proper employee relationship helps to enhance the
functioning of the Human Capital Department of the entity (Jones et al. 2014, p.383).
It has been observed that the entity ITV company has been maintaining the appropriate
relationship with its employees. It has been also noticed that the company uses software called
Watercooler to facilitate the communication between the employees (Itv.com, 2017).
The importance of effective communication and to maintaining of the employee relationships
can be discussed as under:
1. Providing Motivation to the employees: Proper maintaining of relationship with the
employees helps the workforce of the company to be appropriately motivated
2. Managing of the trade unions: The effectiveness of the communication and the
maintenance of the proper relation with the employees help the management to
effectively address the issues to the issues of the trade unions.
3. Reducing of employee turnover: There is a need for ensuring proper maintenance of the
relationship with the employees and the workforce in order to reduce the chances of
employee turnover
The increase in the employee turnover leads to the increase in the recruitment and training costs,
which in turn results in revenue loss in disguise.
b) The key elements of legislation
The key elements of the legislation and its effect on the Human Capital Department can be
discussed as hereinafter mentioned:
14

1. The labour laws of an economy focus on the facts of industrial relations, Legal
requirements relating to the economic interests of the labours (Messersmith and Wales,
2013, p.115). The entity is required to adhere to all the laws of labour legislation in order
to maintain the sustainability of the production.
2. Regarding Wages and Remuneration as mentioned in the labour, the legislation defines
the minimum wages, a rate of bonus, wage guarantees, etc. The entity ITV is required to
maintain the minimum requirements relating to the rules of the legislation in the context
of wages and remuneration.
3. The legislation also prescribes rules relating to the working conditions of the workplaces.
The entity ITV Company needs to adhere to the requirements of the labour legislations
relating to the working conditions in order to maintain a suitable work environment and
thereby to achieve efficiency in the operations (Renwick et al. 2013, p.1).
c) The impact of employee relation and HRM practices in ITV
The employee relationship plays an effective role in the process of effective functioning of the
process of staffing in an entity. There is a need to apply the appropriate techniques of the Human
Resource Management in order to achieve efficiency of the operations in the business
framework. The entity needs to undergo the staffing level of the management in order to
facilitate effective employee relationship in the framework of business. The proper maintenance
of employee relationship helps to ensure the desired level of activity in the organisation by the
management (Goetsch and Davis, 2014, p.147).
The management of the entity needs to adhere to all the rules of the employee legislation as well
as cater to the needs and demands of the workforce in order to maintain the stability of the
business environment (Stone, 2013). It is required for the management of the entity to critically
address the issues of the workforce.
A brief analysis of the importance of the employee relationship and the HRM practices can be
performed based on the issues as highlighted in the case study.
It can be observed that the management has set up a direct communication method to interact
with the employees of the organisation. It has also established an intranet network called as the
15

Watercooler to communicate with the employees. This reveals that the organisation has been
maintaining a regular contact with the employees.
It has also been observed by the surveyors that the employees also have unions working within
the entity where each of the groups constitutes 15 percent of the total composition of the
employees. The Human Resource Managers also demands the feedback from the entire
population of the employees. This depicts that the organisation is effective in the process of
receiving feedback from the employees.
However, one of the loopholes existing in the Human Resource Management is that some of the
interests of the workforce are rarely addressed. This needs to be checked in order to control the
employee turnover.
It has also been observed that the Human Resource Managers also apply extensive negotiation
techniques like collective bargaining and the representative consultation, which helps in the
process of the employee development in the entity.
Thus, it can be concluded that the appropriate maintenance of the employee relationship and the
proper adhering to the policies of the Human Resource Management helps in the process of
employee development as well as reducing the chances of employee turnover.
Therefore, the proper following of the staffing process of the management helps in enhancing the
goodwill of the concern.
Conclusion
After the completion of the assignment, it can be seen that all work of the business organisations
of every sector is depended upon the proper practices of the HRM. Following the process, the
HR managers of the organisation select the employees of the organisation and develop the
service system of the company. The HRM o the companies, like Woodhill college, TESCO and
ITV, improve the performances of their employees by providing proper training. The proper
training and development process of the organisation improve the skills of the employees and the
service quality develops rapidly
16

17

Reference list
Brewster, C., Mayrhofer, W. and Morley, M. eds., (2016). New Challenges for European
Resource Management. Berlin: Springer.
Budhwar, P.S. and Debrah, Y.A. eds.,( 2013). Human resource management in developing
countries. Abingdon: Routledge.
Curro.co.za. (2017). Retrieved 5 February 2017, from http://www.curro.co.za/gauteng/woodhill-
college
Goetsch, D.L. and Davis, S.B., (2014). Quality management for organizational excellence.
Upper Saddle River, NJ: London: Pearson.
Itv.com. (2017). The ITV Hub. Retrieved 5 February 2017, from http://www.itv.com/
Jackson, S.E., Schuler, R.S. and Jiang, K., (2014). An aspirational framework for strategic
human resource management. The Academy of Management Annals, 8(1), pp.1-56.
Jensen, J.M., Patel, P.C. and Messersmith, J.G., (2013). High-performance work systems and job
control: Consequences for anxiety, role overload, and turnover intentions. Journal of
Management, 39(6), pp.1699-1724.
Johnston, M.W. and Marshall, G.W., (2016). Sales force management: Leadership, innovation,
technology. Abingdon: Routledge.
Jones, D.A., Willness, C.R. and Madey, S.,( 2014). Why are job seekers attracted by corporate
social performance? Experimental and field tests of three signal-based mechanisms. Academy of
Management Journal, 57(2), pp.383-404.
Klingner, D., Nalbandian, J. and Llorens, J.J., (2015). Public personnel management. Routledge.
Messersmith, J.G. and Wales, W.J., (2013). Entrepreneurial orientation and performance in
young firms: The role of human resource management. International Small Business Journal,
31(2), pp.115-136.
Renwick, D.W., Redman, T. and Maguire, S., (2013). Green human resource management: A
review and research agenda. International Journal of Management Reviews, 15(1), pp.1-14.
Sparrow, P., Brewster, C. and Chung, C., (2016). Globalizing human resource management.
Abingdon: Routledge.
Stone, R.J., (2013). Managing human resources. New Jersey: John Wiley and Sons.
Tescoplc.com (2017). Tesco plc. Retrieved 6 February 2017, from https://www.tescoplc.com/
18

Weekley, J.A. and Ployhart, R.E. eds., (2013). Situational judgment tests: Theory,
measurement, and application. London: Psychology Press.
19