4DEP
Activity 2
How an HR Practitioner ensures the services they provide are timely and effective.
Understanding Customer Needs for 3 different customers of HR
Employees – Require information on employment contracts
Managers – Require staff who can fulfill their job role efficiently and meet performance targets.
Applicants – Require a clear induction policy and training plan taking their individual needs into account.
Prioritising Conflicting Needs
The needs of customers may sometimes be conflicting (for example, managers want production results and longer working hours whereas employees want more time off and focus on work/life balance).
HR would ascertain which demands were the most urgent and important, taking
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Plans would be reviewed and updated at regular intervals to check progress and consider any changes in the situation.
Delivering Service on Budget
At all times HR must consider the financial implications of delivering service by liaising with finance/accounts departments and ensuring service is provided within budget limitations. It is also important to have a clear record of all resources available to the organisation to protect against unnecessary spending. For example, consider using in-house services as more cost effective than buying services in from outside the organisation.
Dealing with Difficult Customers
Dealing with difficult customers can have a range of implications to staff and the organisation. HR needs to consider: * Where difficult customer behaviour may arise and where it would be considered a risk * Suitable support for staff and managers handling difficult customers in line with company procedures, such as case conferences or guidance. * Consider the needs of external customers including unions and contractors.
The most frequently reported difficult customer behaviours are: * Verbal Abuse – swearing, arguing, offensive remarks. * Hostile Behaviour – body language, threatening gestures. * Physical Abuse – that may result in injury
Ideas for dealing with difficult customers may include: * Keep concise records and ensure these are discussed openly with the customer. This ensures they are aware
All ought all employees should be involved in best customer service delivery possible there should be place for executive service leaders and managers within the organisation. A person who successfully creates a customer-focused culture would have a huge impact on business success through employee retention and customer loyalty.
policies and procedures. Staff to have the relevant training to be able to fill their role
1.3 Explain how human resource planning can be used to assure output and quality in the workplace
Nestled in Southern Indiana just west of Louisville, Kentucky and south of Indianapolis, Indiana is Dubois County, Indiana. Dubois County is comprised of the towns of Birdseye, Ferdinand, Holland, Huntingburg and Jasper. Of those towns, Jasper is the largest and is the county seat (Kelly School of Business, 2014). Over fifty-two percent of the population consists of adults ranging from 25-64 years of age (Kelly School of Business, 2014). The leading cause of mortality in this county is heart disease, cancer, suicide and injuries (Memorial Hospital and Health Care Center & Dubois County Health Department, 2011).
In September of 2012, beginning in the country of Saudi Arabia, hospitals began seeing increased cases of a respiratory virus never before seen in humans. They named it Middle East Respiratory Syndrome, or MERS. MERS is a viral respiratory illness caused by the coronavirus. It was originally thought to have started there in Saudi Arabia. It was not until later that they were able to trace the origin back to Jordan starting in April of 2012. All outbreaks of MERS have been traced back to originating from the Arabian Peninsula (CDC, 2015a). Unfortunately, it is not known exactly how MERS was contracted in humans, but it is believed to have come from an animal source, probably from camels. Strains of MERS
Embrace new technologies to improve efficiency, maintain environmental stewardship through green practices and sustainable operations, support continuous improvement of the business processes, develop employees’ capability, and provide excellent customer services.” (Hillsborough County, 2015)
Brazoria County, Tx is located just south of Harris county, extending from Houston to the Gulf of Mexico. It includes the cities of Pearland, Manvel, Alvin, Angleton, Sweeny, Lake Jackson, and Freeport. Of these, Angleton is the county seat, but Pearland has the greatest population (City-data.com, 2015). As of 2012, Brazoria County contained a population of 77% urban and 23% rural (City-data.com, 2015). Of the residents of Brazoria County, 63% are between the ages of 18 and 64 (United States Census Bureau, 2010). The leading causes of death for the county are heart disease, cancer, motor vehicle accidents, diabetes, and
After completing the seven habits profile, my lowest categories were emotional bank account, life balance, be proactive, begin with the end in mind, put first things first, seek first to understand, and sharpen the saw.
‘provide clear information, supervision and training for employees and ensure that suitably competent people are
As part of taking an active role in the recruitment process I also complete a one day training room based induction with all new starters. The induction day I devised myself and put a power point presentation together. On this day I cover codes of practice minimum standards professional boundries, Ethos of supported living, Policies and proceedures, Journal and incident writing and also information on The Regard Partnership. The regional director for Wales sat in on my first induction and gave positive feedback on the induction. Also after the induction all staff fill out evaluation forms, All of which have been extremely positive.
Take each bag of popped popcorn and count the individual kernels that did not pop and record the data on the chart. Perform this for each
| Not being able to respond to consumer wants/demands quickly enough, leading to short-term revenue loss
Recruitment fairs can be very cost and time efficient, particularly in to fulfill bulk recruitment needs of the organization. This also gives companies the opportunity to connect with other potential talent that might not be immediately required by the company, but, helps in building a great talent pipeline for future talent needs.
* Role models – be able to coach and mentor managers and trainers within the warehouse, People value my input and seek my ideas and suggestions when key decisions need to be made regarding not only Learning and Development but other operational decisions.
meet the needs of their customers fast and satisfy them. Thus, the worry of customers meeting