Report: HRM Analysis of Online Learning Approach for Customer Service

This report provides a detailed analysis of an online learning approach using multimedia activities for Human Resource Management (HRM) within the Institute of Customer Service. The report begins with an introduction to HRM and the context of the Institute, followed by an overview of the proposed approach. It explores the advantages, such as enhanced employee skills and increased efficiency, and disadvantages, like the need for tech-friendly employees. The report also addresses specific learning styles, budget considerations, and both internal and external factors that might affect implementation. It includes examples of successful organizations using this approach and concludes with the reasons for implementing this strategy and a summary of the findings. The report also includes a budget for the implementation of the program.

Managing
Human
Resources

Contents
INTRODUCTION...........................................................................................................................................3
MAIN BODY.................................................................................................................................................3
Overview of the approach.......................................................................................................................3
Advantages of this approach...................................................................................................................3
Addressal of specific learning styles........................................................................................................3
Disadvantages of this approach...............................................................................................................4
Budget considerations.............................................................................................................................4
Internal or external factors affecting the implementation of approach..................................................4
Examples of other organizations using this approach successfully..........................................................5
Reasons for implementing this approach................................................................................................5
CONCLUSION...............................................................................................................................................5
REFERENCES................................................................................................................................................6

INTRODUCTION
Human Resource Management is an important aspect of management. It has to be looked
upon by the mangers (Human Resource Management, 2019). This project is based on the
Institute of Customer Service which is a customer service based organization in London, United
Kingdom. In this report, detailed analysis will be made on Online learning using multi-media
activities.
MAIN BODY
Overview of the approach
As the Institute of Customer Service is facing several problems related to its human
resources its management has decided to adopt the approach of Online learning using multi-
media activities. The management hopes that it is useful for ensuring that the work is done
effectively and efficiently.
Advantages of this approach
The advantages offered by this approach are as follows-
 Using of this approach will lead to an increase in the skills of the employees and this will
ensure their all-round development (Brewster and Hegewisch, 2017). This will also
benefit the organization in the long-run as their enhanced skills will be quite useful for
the organization.
 This approach will lead to an increase in the overall efficiency, effectiveness and
productivity of the workers which will reflect on the operations and functioning of the
company as it can earn higher profits. This will also help in engaging human resources
and reducing the labor turnover.
Addressal of specific learning styles
The specific learning styles of various types of employees can be addressed using this
approach in the following manner-
Use of technology- As technology will be used in online learning using multi-media
activities then this will ensure that the tech-friendly employees are benefited as it will suit their
learning style which will make them learn quicker and use new skills developed in work to
ensure greater efficiency, effectiveness and productivity (Koor, 2019).
Training- Training can be facilitated through this approach as various models and
concepts can be taught to employees using the online medium. It will help those workers who
like to learn through the internet and it will make them learn things faster. This approach will

also help in implementation of new changes in the processes, operations and functioning of the
organization.
Disadvantages of this approach
The disadvantages associated with using this approach are as follows-
 This method of training for employees requires the employees to be tech-friendly in order
to be able to learn through it. Thus it is not a very good model for older workers who are
not so friendly with using the technology.
 This method of training may not be able to fully develop the skills, competencies,
efficiency and effectiveness of the employees. This may happen due to inability of some
workers to learn through the online mode and various other problems.
Budget considerations
A budget refers to an estimate of revenues and expenditures over a certain period of time
(Nielsen, 2016). For implementing the model, a budget has to be prepared. The budget for
implementing this model is as follows-
Particulars Amount
Administration Expenses 7000
Implementation Expenses 4000
Technological Expenses 5000
Miscellaneous Expenses 4000
Total 20000
Thus, from the above budget it can be analyzed that the administration expenses amount
to 7000 pounds and are the highest, implementation expenses are 4000 pounds, technological
expenses are 5000 pounds and miscellaneous expenses are 4000 pounds. Thus these
considerations have to be kept in mind by the managers of the organization when they seek to
implement this HR program. Proper allocation of funds for all the expenses mentioned in the
budget needs to be done by the accounts department of the organization.
Internal or external factors affecting the implementation of approach
The internal and external factors affecting the implementation of this approach are as
follows-
Internal factors-
 There are certain employees who are protesting against implementation of online learning
using multi-media activities.

 There is a shortage of funds required for the implementation of this approach with the
firm as it needs to arrange the funds as required by the budget of the organization.
External factors-
 The use of this technology has not been made yet for training sessions of workers by
other competitive firms. Thus this is affecting the management’s decision to implement
it.
 The use of this approach is also affected by the changes brought in dynamic forces of the
business environment (Polko, 2016). This may impact the implementation of this model
as there may be a new learning model due to a change in dynamic environment.
Examples of other organizations using this approach successfully
Big companies operating in U.K. such as Tesco, Sainsbury’s etc. are using this approach
efficiently and effectively. Through Online Learning using multi-media activities these
organizations are managing their human resources. This enables their workers to develop their
interest in learning new skills which can be useful for their work. Also the turnover of employees
has reduced significantly after successfully implementing this model.
These organizations have been able to significantly raise the productivity of the
employees. As they take interest in training their skills have developed which has raised the
overall work standards and performance in the company. Thus looking at these examples it
would be good for the management of Institute of Customer Service to implement this approach.
Reasons for implementing this approach
The reasons for implementing this approach are as follows-
 The overall efficiency of the workers will increase after the adoption of this approach
which is something which will benefit the company.
 The overall effectiveness of the workers will increase after the adoption of this approach
which is something which will benefit the organization.
 The productivity of the employees will increase enhancing their overall skills.
 The skills of the employees will be enhanced and they will be able to work with a new
zeal and enthusiasm.
CONCLUSION
From the above report, it can be concluded that Human Resource Management is a very
broad aspect of management. The implementation of online learning using multi-media activities
can positively boost up the confidence level of the employees in the organization. This will
reflect significantly on results obtained in organization.

REFERENCES
Books and Journals:
Brewster, C. and Hegewisch, A., 2017. Human resource management in Europe Issues and
opportunities. In Policy and Practice in European Human Resource Management (pp. 1-21).
Routledge.
Koor, J., 2019. Managing human resources. College & Research Libraries News. 47(8). pp.523-
524.
Nielsen, P., 2016. Managing human resource learning for innovation.
Polko, P., 2016. Managing human resources in criminal organizations operating in Poland.
In Forum Scientiae Oeconomia (Vol. 4, No. 1, pp. 169-187). Wydawnictwo Naukowe Akademii
WSB.
Online
Human Resource Management. 2019. [Online]. Available through:
<https://searchhrsoftware.techtarget.com/definition/human-resource-management-HRM>