Courier Service Performance Analysis

This assignment delves into the factors influencing the performance of the courier service industry in Kenya. It examines the impact of employee motivation, encompassing various aspects like job satisfaction, work-life balance, and recognition programs. The analysis also explores the influence of the work environment, considering elements such as organizational structure, communication channels, and technological infrastructure. Additionally, the assignment investigates the role of organizational structure in shaping courier service performance, evaluating factors like hierarchy levels, decision-making processes, and resource allocation.

WORKING WITH AND LEADING PEOPLE IN UPS COMPANY
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Table of Contents
Introduction.................................................................................................................................................3
LO 1: Be able to use recruitment, selection and retention procedures.........................................................3
1.1 documents required when selecting and recruiting a new staff for UPS Company............................3
1.2 Assess the impact of legal, regulatory and ethical considerations to the recruitment and selection
process for the UPS Company.................................................................................................................4
1.3 Taking part in the selection process for UPS.....................................................................................4
1.4 Evaluate my own contribution to the selection process in the UPS company....................................5
Lo2: Understand the styles and impact of leadership...................................................................................5
2.1 Explain the skills and attributes needed for leadership in UPS..........................................................5
2.2 Explain the difference between leadership and management and how does this help towards better
understanding with special reference to UPS...........................................................................................5
2.3 Compare the different leadership styles for different situations with special reference to UPS.........6
2.4 Explain ways to motivate staff to achieve objectives for the chosen scenario...................................7
Lo3: Be able to work effectively in a team..................................................................................................7
3.1 Assess the benefits of team-working for UPS Company and review the effectiveness of the team in
achieving the goals..................................................................................................................................7
3.2 Demonstrate the importance of working in a team as a leader and member towards specific goals,
dealing with any conflict or difficult situations.......................................................................................7
3.3 Review the effectiveness of the team in achieving the goals with special reference o the chosen
scenario...................................................................................................................................................8
LO 4: Be able to assess the work and development needs of individuals....................................................8
4.1 Explain the important factors involved in planning the monitoring and assessment of work
performance at UPS Company................................................................................................................8
4.2 Write a plan and deliver the assessment of the development needs of individuals at UPS Company 9
4.3 Evaluate the success of the assessment process so that the UPS Company is back on track with high
standard of management and leadership performance.............................................................................9
Conclusion.................................................................................................................................................10
References.................................................................................................................................................11
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Introduction
The concept of human resource management entails for two basic functions which is of working
with the employees and leading them in the best possible manner. These two processes are most
required in order to ensure towards successful operation of the company (Al Theeb, Manneh and
Al-Qadi, 2017). The present report has thus applied the concept in United Parcel Service (UPS)
which is the largest parcel firms in the UK. The company has been making loss for a few years
on account of failed deliveries of orders in a timely manner. Other than this, its recruitment and
selection is also very poor. There has further been a huge employee turnover of senior managers
as well 50 staff members. Hence the present report has tried to focus on concepts of effective
recruitment, selection, leadership, team working and assessment of employee performance so
that overall operational standards of the company can be improved.
LO 1: Be able to use recruitment, selection and retention procedures
1.1 documents required when selecting and recruiting a new staff for UPS Company.
Various documents are required whenever new staff selection is required to be done in UPS
company. As of now, there is a need to recruit Warehouse Associate in UPS hence the
documentation includes job description, person specification, applicant's resume, advertisement,
interview questions and application form. In this regard, job description describes the job in
terms of its purpose as well as responsibilities and duties to be performed by the person being
receiving, storing, picking, loading and distributing the packages; ability to drive powered
industrial truck; Loading and unloading of consumer orders safely and without damage; sorting
and placing materials on racks etc. Then comes person specification is all about the ideal profile
of the candidate in terms of skills and abilities that are required by UPS company for a particular
job opening (Choi and et.al., 2017). It further includes the qualifications and knowledge that is
present in a person. In the present case, Warehouse associate is required to have at least a high
school education and experience of latest one year in similar firm. The need will further be to
prepare a job advertisement for the vacancies that are required to be posted on Facebook, website
of company and other job portals. There will also be a requirement for an application form that
would be filled by the candidate when he appears in the office for interview session. A set of
questions is also needed which will be asked to the candidate (Mishra, 2016). In case, an online
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test is required to be given by the candidate then overall format is required to be worked upon
which will also act as an important document in the recruitment and selection process for UPS
company.
1.2 Assess the impact of legal, regulatory and ethical considerations to the recruitment and
selection process for the UPS Company
Various laws and ethics are required to be followed by UPS company while selecting and
recruiting candidates for different positions one being of Warehouse associate. There is a
presence of equality act which has enforced strict punishment against any unlawful practice that
is done by the employer during recruitment and selection. This can be in form of discriminating
against the candidates on the basis of age, color, disability, religion, sex etc. Candidates are thus
required to be rated on the basis of the specifications and experience (Al Theeb, Manneh and Al-
Qadi, 2017). Hence, if a person has the required experience of 1 year and has passed high school
then he has a right of getting selected and should not be discriminated on the basis of color, race,
gender etc.
There is further a presence of right to employment wherein UPS company is required to carry out
a thorough check as to whether the applicant has a right to work in the UK or not and if he or she
holds any criminal record. Moreover, the new employee must receive a statement of employment
with a seal and signature of HR manager of UPS company. It should have details related to
salary; hours of work; holiday among others (Markham, 2015).
1.3 Taking part in the selection process for UPS
As an HR manager of UPS company, I have an important role to play in the overall selection
process of Warehouse associate. This begins with making choice of the panel that will be
involved in selection of the candidates who then take the first round of interview. Then comes
the process of shortlisting the applicant as per the list given by the panel where the Hr. manager
will make use of his experience. Secondly, a final round of interview is then arranged which
would be taken by hr. manager so as to select the best for the company (Cheng, Liao and Hua,
2017). Appointment letters and related documents of the selected candidates are then signed by
HR manager and rest of the work will be directed to Hr team. The final works of manager will be
to supervise the activities done by team while selecting the Warehouse associate
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1.4 Evaluate my own contribution to the selection process in the UPS company
The contribution of myself as an Hr manager of UPS company while selecting Warehouse
associate has been quite satisfactory. I carefully supervised the working done by my entire team
and also guided them in the areas where they made a mistake. According to me, I made a choice
of the best selection panel which included one member each from Warehouse department, senior
Hr and operations department. This led to judging the employee from all areas thereby ensuring
towards a good selection. The final interview session taken by me revolved around judging his
overall personality. I lagged behind in this area as it was already done by HR panel hence there
was no need for the same. The requirement here was just to inform him about the overall salary
structure and asking him for any other queries.
Lo2: Understand the styles and impact of leadership
2.1 Explain the skills and attributes needed for leadership in UPS
Various skills are required for leading the team within UPS. One of the most important is being
punctual so as to carry out proper time management with the employees. This is as UPS is
involved in delivery of packages and being at the scheduled time is very important for the
employees so as to dispatch the parcels in a timely manner. The leaders are further required to be
good communicators so as to develop the quality of staff members as well. This is required as
proper documentation of the parcel is a must which can only happen if staff members are good in
both verbal and written communication (Wood and Dibben, 2015). The leader can further correct
the employees in documentation only if he or she is good in communication. Then comes with
the need of being committed towards the work and being ready to put in extra hours so as to
dispatch the orders. This skill is most needed so as to teach the staff member about the
importance of timely delivery (Nyaga, 2017). It will further make the employees work for longer
hours in case the need arises. This will only happen if they see work commitment from the side
of manager as well.
2.2 Explain the difference between leadership and management and how does this help towards
better understanding with special reference to UPS
Leadership Management
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Leadership is the skill of influencing others so
that objectives of the company can be attained
in an enthusiastic manner.
Discipline of managing things in the best
possible manner (Cheng, Liao and Hua, 2017).
Leaders deal with their followers and provide
them with a direction to work for a long time
(Spagnoli and Caetano, 2012).
Managers deal with the employees and are
involved with them for a short time
Leaders focus on developing the skill set of
people so that they can work effectively. Managers focus on work completion of the
deadline (Vaiman and Brewster, 2015).
The concept of leadership and management is quite effective with reference to UPS as the
company as of now is in the need of leaders who can create followers and provide the employees
with an overall direction to work. This will help in working on the issues faced by the company
through proper motivational strategies which can be best applied by leaders than managers.
2.3 Compare the different leadership styles for different situations with special reference to UPS
Autocratic style of leadership is the one that involves for giving orders and can be utilized by the
management of UPS when a lot of deliveries are required to be done in one single day. There is
also a presence of visionary style which is all about providing the employees with a vision for
getting things done (Cleveland and et.al., 2015). This is used when the company has done certain
changes such as the use of new technology or appointed a new CEO. Hence the vision with
respect to working on technology or the one set by CEO will help in getting work done within
UPS. Democratic style is the one where employees are involved in work process through group
decision making (Micheni, 2016). This can be used when employee suggestions are of value
such as the need to deal with a difficult client or when an issue related to technical failure has
been faced.
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2.4 Explain ways to motivate staff to achieve objectives for the chosen scenario
As per the scenario given in case study, there is a huge need to motivate employees so as to bring
the company on track. This can be utilized by using Maslow hierarchy theory where employees
can be divided on the basis of their needs. For example, the ones with physiological needs can be
satisfied by giving them a raise or bonus (Tripathi and Ghosh, 2017). The employees in the arena
of social needs can be provided with a good work culture by placing them inside a team that
gives importance to group decision making and works in coordination with each other. Safety
needs can be met by providing the employees especially the females with safe work environment
in terms of leaving the office on time; not working alone in a separate area among others. Self-
esteem needs of employees can be fulfilled by giving them promotion and privileges such as
separate lockers, car park area among others (Dale, Coyle and Dwyer, 2016). However,
fulfillment of this need will depend on the position on which the employee is working.
Lo3: Be able to work effectively in a team
3.1 Assess the benefits of team-working for UPS Company and review the effectiveness of the
team in achieving the goals
UPS company is likely to gain several benefits if the staff members work as a team. This is as
there will be presence of an improved productivity as works such as preparing documentation;
making an entry in software; coordinating with vehicles for the dispatch of parcel;
communicating with client etc. can be divided amongst the staff members. Improved work
culture will be there as employees will start communicating with each other (Chile, Fraccaroli
and Sverke, 2017). This will keep the employees with social needs highly motivated. There will
further be an increase in learning curve due to sharing of experiences and ways of doing work in
a smart manner. Along with this, the biggest issue of non-timely delivery within UPS will be
solved due to increase in overall speed of working with respect to working on a particular parcel.
Overall the quality of service will be enhanced which will result in consumer satisfaction thereby
providing competitive advantage to the company.
3.2 Demonstrate the importance of working in a team as a leader and member towards specific
goals, dealing with any conflict or difficult situations.
A difficult situation was recently faced in UPS when peak working months were going to come
soon and there was an absence of staff members as 50 employees had left the company. It was at
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this point that I realized the importance of team working as a leader and a member. Being an Hr
manager, I realized that it is very important to make sure that all the employees communicated
with each other so that recruitment can take place in a speedy manner. I further felt the
importance of effective delegation so as to ensure that team work is done in a proper flow. The
team members also realized the importance of working together as they were able to recruit more
candidates than what they did individually (Al Theeb, Manneh and Al-Qadi, 2017). This is as
one team member was involved in screening the CVs and other was there to make the phone
calls. One of them was in regular touch with me in case a CV was shortlisted so as to find out
when the interview is to be scheduled and who would be taking it. In this way, the team members
did not face any work pressure as all of them had their own work area. Moreover, a huge amount
of learning also took place in teams as they were working in coordination and thus aware of how
others were working (Choi and et.al., 2017).
3.3 Review the effectiveness of the team in achieving the goals with special reference o the
chosen scenario
The Hr team was quite effective in attaining the goals of recruiting 30 staff members in a time
span of one month. This all happened as the team members properly coordinated with each other
so as to get work done. Moreover, there was an adherence to ethical behavior as everyone
respected the opinions of each other. Conflicting situations did arise due to overlapped nature of
work bout the issue was sorted out by communication. As a leader, I did my work of supervising
the work and directing only when the need arose. This made the employees gain confidence
about there way of working which led to the building of an effective team. Performance outcome
in form of the hiring of quality recruits; increased team morale, willingness of members to work
as a team again showcased that the Hr team was quite effective in terms of goal attainment.
LO 4: Be able to assess the work and development needs of individuals
4.1 Explain the important factors involved in planning the monitoring and assessment of work
performance at UPS Company
There is a presence of varied factors that should be taken care of while planning the overall
monitoring and assessment of employee performance within UPS. First of all the need to focus
on goal setting as to why overall assessment of employee performance is required to be carried
out (for appraisal; promotion; bringing improvement in work etc). It is further required to be
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found out what performance monitoring and assessment strategies will be good for the
employees. Planning is also required to be done with respect to setting performance expectation
from the employees (Choi and et.al., 2017).
4.2 Write a plan and deliver the assessment of the development needs of individuals at UPS
Company
Various steps are required to be taken in order to assess the development needs of accountant
who is working in UPS company. The steps are as follows. First of all, there is a need to carry
out a review about the job description and identify the skill set that is needed to perform the work
in best manner. Then is the need to focus on training and developments needs so that sessions
can be given to the employee accordingly (Cheng, Liao and Hua, 2017). The overall
performance of the accountant in UPS is also required to be evaluated in order to check whether
the roles and responsibilities are done by the person properly or not. Then comes the need to
analyze the data that has been generated from job description; training and developments need as
well as employee observation so that training plan can be created accordingly (Al Theeb,
Manneh and Al-Qadi, 2017).
4.3 Evaluate the success of the assessment process so that the UPS Company is back on track
with high standard of management and leadership performance.
The assessment process carried out by UPS company aided in identifying the skill set that is
required in a person for a particular job. This ensured that only those kinds of employees and
selected in the company which have those skills. Rest were provided with training sessions so
that their skills can be churned and better work performance can be delivered by them. The
training sessions were majorly provided in the area of time management to operations staff and
properly checking and balancing the recruitment and selection process to HR staff. This made
the employees feel confidence in their area of working and also aided in increasing the overall
morale of employee. There was thus a reduction in failure to deliver the orders on time which
increased consumer satisfaction. There was further a right selection of the candidates in the
company due to training is given to HR team. Overall the sales and profit figures of company
started increasing and the company was back with a high standard of management and leadership
performance (Al Theeb, Manneh and Al-Qadi, 2017).
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Conclusion
A conclusion can be drawn from the report that it is very essential to adhere to proper strategies
for recruiting and selecting the candidates. This can be done by carrying out documentation
work; adhering to laws and regulations issued by the government and ensuring that Hr manager
also participates in the recruitment process. Leading the staff members is also very important
which requires a particular skill set and ensuring that different leadership styles are used
according to the situation. Team work also plays an essential role within UPS company whose
absence was affecting the overall productivity of employees. Other than this, there is also a
requirement to assess the overall employee performance so that steps can be taken to clear out
the loopholes.
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References
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Organizations with Considerations of Congestions and Pickups: A Courier Delivery
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Nyaga, J.W., 2017. FACTORS AFFECTING THE PERFORMANCE OF COURIER SERVICE
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