This report discusses the importance of HR in an organization, the need for learning and development, prioritization of needs, methods of communication in response to customers' needs, gathering feedback and service performance data for efficiency.
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Running head: REPORT1 Human Resource Management. Student’s Name Course University Date
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2 Table of Contents Introduction...............................................................................................................................................3 AC 2.1.........................................................................................................................................................4 Need for HR in the organization...........................................................................................................4 Need for learning and development in the organization.........................................................................5 Prioritization of needs to avoid conflict...................................................................................................6 Prioritization of needs to deliver a timely service...................................................................................6 AC 2.2.........................................................................................................................................................7 Methods of communication in response to customers’ needs.............................................................7 AC 2.3.........................................................................................................................................................9 Gathering feedback and service performance data for efficiency.....................................................9 How to use data to improve performance................................................................................................9 Conclusion...............................................................................................................................................9 References............................................................................................................................................10
3 Introduction The success of any organization relies on the efficiency of the human resources. Skilled employees can be made through training and development hence there is need for the human resources service department and the learning and development department. Consumer feedback is essential in the organization since it enhances an improvement in service delivery and proper channels of communication should be applied by the organization to enhance the consumer feedback.
4 AC 2.1 Need for HR in the organization According toArmstrong & Taylor (2014)the human resources may be the employees or the department that facilitate the performance of tasks by the employees and is essential in the organization for the following reasons: Performance of tasks Human resources perform various tasks within the organization that enhances the achievement of various goals and objectives. They have various roles where some are managers, others are supervisors and others are just normal employees who all work together towards the achievement of a common goal. Strategic management The human resource department of the organization formulates the various courses of action to be pursued for the achievement of various goals and objectives in the organizations. The human resources department through the human resource manager formulate various plans such as recruitment plans, human resources development plan, compensational plans etc. Policy formulation The HR department formulate various policies that guide the operation of the organization. Policies such as grievance policy, sexual harassment policy, and social welfare policies among others are very important for the smooth operation of the organization.
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5 Need for learning and development in the organization Enhances employees performance Through training process, the employees are able to learn new skills which results to better performance among them (Burke & Noumair, 2015).It helps in the development of sound work practices which are aligned to the goals of the organization. Reduces the turnover rate in the organization Through learning and development the employees feel valued since they are able to grow their career in the organization which makes them satisfied hence less chances of leaving the organization. Competitive advantage The organization is able to obtain the sustainable competitive advantage over the others because its employees through learning and development provide efficient services hence profit maximization.
6 Prioritization of needs to avoid conflict When there is shortage of labor in the organization, the HR department shall formulate the recruitment plans and present the recruitment costs to the financial manager who will have to forego other expenditure plans which might be too crucial but not more important than the employees who perform various tasks to enhance the achievement of organizational objectives (Collings, Wood& Szamosi, 2018). The need for Human resources is usually felt when there are skill gaps to be filled and this is usually evident for all the departments hence there is no conflict when it is given a first priority. Prioritization of needs to deliver a timely service The process of employee training and development might be time consuming hence affecting the process of production but should be given the first priority because after the training and development process, the employees are able to obtain the relevant skills required for the jobs hence they will be efficient in service delivery with no delays as they shall be sure of what they will be doing.
7 AC 2.2 Methods of communication in response to customers’ needs Meeting face to face The marketing department is usually responsible for various customers’ concerns. The department plans for an occasion where they meet customers and address their several concerns in relation to the goods and services offered by the organization (Berezan, OYoo& Christodoulidou, 2016). Merits Enables quick response and clarification as the customers can ask more questions Easy to convince the customers Demerits Arguments might waste time Language barrier might be a problem when dealing with a large number of customers
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8 Media Various media can be used to address the customers’ concerns. They include the social media, the radio, the television etc. Merits A large group of consumers can be addressed at once despite their geographical location through the radio and television The information is usually repeated hence the customers can understand the message. Demerits The information can be conveyed when the customer is not listening for the radio Language barrier might be a problem for some of the customers. Email The organization can respond to the customers’ concerns via the email where the clarifications are made. Merits It’s fast Cheap as compared to other means Demerits Illiteracy among some customers hence they won’t be able to read the message One needs to be online to be able to get the notification
9 AC 2.3 Gathering feedback and service performance data for efficiency QUESTIONNAIRES This can be filled by the customers and their feedback shall be efficient for the formulation of the management information system regarding the service level. Interviews Through question and answers session with the customers, relevant data regarding the level of service performance can be obtained. How to use data to improve performance Addressing the complaints Improving the current service delivery system. Conclusion Effective human resource department enhances effective management of the human resources hence achievement of objectives. Learning and development of employees should be continuous for continuous improvement in performance. The feedback of consumers should be addressed using relevant channels of communication to foster the consumer behavior.
10 References Armstrong, M., & Taylor, S. (2014).Armstrong's handbook of human resource management practice. Cogan Page Publishers. Berezan, O., Yoo, M., & Christodoulidou, N. (2016). The impact of communication channels on communication style and information quality for hotel loyalty programs.Journal of Hospitality and Tourism Technology,7(1), 100-116. Burke, W. W., & Noumair, D. A. (2015).Organization Development (Paperback): A Process of Learning and Changing. FT Press. Collings, D. G., Wood, G. T., & Szamosi, L. T. (2018). Human resource management: A critical approach. InHuman Resource Management(pp. 1-23). Routledge.