Human Resource Management and Competitive Advantage

ESSAY

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Human Resource Management and competitive advantage
Training and development has become very essential aspect in the modern day organisations
so as to improve the delivery of different services especially the ones that are related to
customers. Customer service can be understood as the process to ensure the satisfaction of the
clients with a product or service (Ganguli and Roy, 2011). This is often done in the case of
performing transactions for the consumers like making a sale or returning a product. It is
conducted through different ways such as self-service system, through phone calls or in-
person interaction. It acts like a platform where customers resolve their queries which are
necessary for changing their purchasing intention. Often training and development is
understood as the same process and more likely conjugated to be as the same thing. This is
false understanding as training is understood to be as the program that is organised by the
firm to develop skills and knowledge among the employees as per the job’s requirement
(Surbhi, 2015). In training, employees are given technical skills and knowledge associated
with particular job and focuses on enhancing the abilities of each employee. On the other
hand development is an organised activity in which the workforce of the firm learns and
grows (Salas, et al. 2012). It is more a self-assessment act where it is understood as a sort of
educational process that emphasize on the maturity and growth of the managerial personnel.
Training and development is essential in an organisation as it has numerous benefits. Firstly,
it increases job satisfaction and motivation of the employees which ultimately increases the
morale of the workers. It helps in increasing the efficiencies in the processes that results in
different types of financial gains (Costen and Salazar, 2011). Apart from this, it also
improves the capacity of the organisation to implement new methods and technologies.
Training and development improves the innovation in terms of products and strategies. It is
also helpful in reducing the employee turnover. For example an employee who has been
trained in different languages can easily resolve the queries of the people from different
cultural backgrounds. At the same time, there are certain disadvantages associated with
training and development of employees. Firstly, it is considered to be as the waste of the time
and money of the organisation as a dedicated team has to be kept that only looks for the
training and development of the employees. For this they will have to invest in the training
and development team. It is a stressful process for both employees and trainers. It is also seen
that employees leave the organisation when they get trained. This is because after getting