Human Resource Management: Customer Needs and Communication Methods

This report delves into the critical aspects of human resource management (HRM) within an organization, emphasizing the need for both a dedicated HR service department and a learning and development (L&D) department to cultivate skilled employees. It highlights the essential functions of HRM, including strategic management, policy formulation, and task performance. The report underscores how learning and development initiatives enhance employee performance, reduce turnover, and provide a competitive advantage. It addresses the prioritization of HR needs to avoid conflict and ensure timely service delivery. Furthermore, the report examines various communication methods for responding to customer needs, such as face-to-face meetings, media channels, and email, weighing their merits and demerits. Finally, it discusses methods for gathering customer feedback and service performance data, explaining how this data can be used to improve overall performance. This comprehensive analysis provides valuable insights into optimizing HRM practices and enhancing customer satisfaction.

Running head: REPORT 1
Human Resource Management.
Student’s Name
Course
University
Date

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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

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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.

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AC 2.1
Need for HR in the organization
According to Armstrong & 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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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.

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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.

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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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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

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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.

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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. In Human Resource Management (pp. 1-23). Routledge.