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Lecture - 1: Human Resource Planning & Employee Selection
Lecture - 1: Human Resource Planning & Employee Selection
We often come across following statements by the customers after getting service:
• “Oh! I did not expect such bad behavior of employee working for a highly
reputed company”
or
What is infers?
Human resources are the efforts, skills and capabilities that people contribute to an
employing organization (Leopold et al, 1999). Human resource is a very important
asset for any service organization which can help in achieving sustainable
competitive advantage. In many service organizations like financial and
technology based service companies, the brand value is measured according to the
level of intellectual capital, human capability and commitment derived from
human resources in the company.
Basis of
Categories Description of categories
classification
Any employee may face different kind of challenges in service organization. For
example the stress level of a surgeon performing lifesaving surgery will be very
different from the stress level of employee handling the billing counter at any super
market. The challenges employee face can be organizational driven or customer
driven.
• Lack of resources
• Conflicting performance targets
• Nature of job in terms of stress
• Rewards & appraisal system
Lack of resources
• Same person handling queries over phone and taking care of reception in
some hotel.
• Productive target of reducing average call handling time versus the quality
service to the customer by being courteous and spending more time.
Nature of Job
Constant presence of customer may put employee under pressure because customer
is observing all the activities of employee. Unrealistic demand of customer is
another challenge for employees.
Example: A customer wants to use mobile phone in a flight while flying in air.
This expectation is against the regulation of Airport Authority of any nation.
• Small kiosks of Frankies need 2-3 persons per kiosk whereas a big hospital
needs doctors, nurses and administration.
• Long term goal to be in one company or just short term plan with part time
job.
• Specialist as in beauty saloon or a security guard.
• Fast food employees hiring can fall under short range HR planning versus
HR planning in Airlines with long range focus.
In services the planning of human resources and hence recruitment and selection
procedure is highly dependent on
• Skill and expertise required and the discretion given to the employee
Recruitment
• Identifying and attracting people who could fill positions within the firm and
then securing them as applicants based on the required qualifications.
Selection
• Select based on the clearly established criteria for the performance of the
job.
• Recruitment and selection is very important for service organization as the
kind of people selected influences the culture of organization.
Example: Infosys have been collaborating with universities and building
development centers to hire the bright and best human resource.
• We can see the steps of recruitment and selection followed by service
organization in figure 4.3.
Most of services need frontline employees, which directly interact with customers.
It is important to select based on
• Abstract questioning
• Situational vignette
• Role playing
Most of the companies are going for online application forms and online
assessment methods like McKinseys and Accenture, which can be inexpensive
recruitment methods. The other way of recruitment can be through a good alumni
network.
The recruitment methods can be evaluated based on the cost of recruitment per
employee hired which generally includes advertising fee, agency fee, referral
bonuses, cost of conducting campus interviews and walk-ins. The other way of
evaluating recruitment method is by determining yield ratio. Yield ratio is defined
as percentage of applicants from a recruitment source or recruitment agency that
make it to the next stage of the selection process.
1. When company expands and opens new stores anywhere in the world
3. Changes in job processes and technology need new jobs to be created and
then require appropriate skill.
Planning Process
Tesco starts its recruitment process at the end of February every year with
quarterly reviews to adjust staffing levels and recruits. The strategic objectives of
expanding with new stores and meeting customer requirements are the main inputs
to recruitment planning.
(Source: http://businesscasestudies.co.uk/tesco/recruitment-and-selection/
workforce-planning.html accessed on 15 August 2012).
The recruitment team of Marriott guides the potential employers regarding the
recruitment process to minimize the applicant’s stress. The recruitment & selection
process evaluates the applicant for the following competency areas:
• Leadership
• Managing execution
• Building relationship
• Learning and applying professional expertise
• Generating talent and Organizational and Capability
Source: www.marriott.com/careers