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Management [HRM]

Project Report of

Human Resource

Waseem Afzal

No matter how successful you are or how clever or crafty, your business and its future are in the hands of the people you hire. To put it a bit more dramatically, the fate of your business is actually in the hands of the youngest recruit. Morita Akio (1921 - 1999) Japanese business executive

2010

Project Report of Human Resource Management [HRM]

Table of Contents
Table of Contents.......................................................................................................2 Presented to:...............................................................................................................5 Presented By:..........................................................................................................5 Acknowledgement......................................................................................................6 Introduction:..............................................................................................................8 Re-Structuring Oyster HR Policies..........................................................................16 Planning of activities................................................................................................16 HUMAN RESOURCES PLANNING AND DEVELOPMENT.................................16 Modern concept of human resources......................................................................21 Human resource development.................................................................................21 Demographics.......................................................................................................22 Diversity................................................................................................................22 Skills and qualifications.......................................................................................24 Geographical spreadf...........................................................................................24 Occupational structure.........................................................................................25 Generational difference........................................................................................25 THE FOCUS OF HRM.............................................................................................26 THE ROLE, POSITION, AND STRUCTURE

OF HRM DEPARTMENTS......................................................................................26 HRM IMPLEMENTATION ACTIVITIES...............................................................29

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ACQUISITION.....................................................................................................30 DEVELOPMENT..................................................................................................31 COMPENSATION................................................................................................33 MAINTENANCE..................................................................................................33 EVALUATION OF HRM METHODS......................................................................36 LEGAL INFLUENCES.........................................................................................38 Development of personal Skills...........................................................................38 Employability.......................................................................................................39 Diagram for describing Employability.................................................................41 Career Management Program.................................................................................45 Basic Concept.......................................................................................................45 Individuals Role...................................................................................................47 Managements Role..............................................................................................52 Organizations Role..............................................................................................53 Raising Employee Morale........................................................................................56 Perks and Small Gifts...........................................................................................56 Performance Incentives........................................................................................57 Retention Programs.............................................................................................59 Structure Training Curriculum............................................................................61 Employee Empowerment.....................................................................................63 Certification..........................................................................................................66 Effectiveness of Our Program..................................................................................67 Swot Analysis............................................................................................................71

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Strengths...............................................................................................................71 Weaknesses:..........................................................................................................73 Threats:.................................................................................................................74 Opportunities:......................................................................................................75 Recommendations & Conclusions...........................................................................76 Suggestions:.............................................................................................................78

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Project Report of Human Resource Management [HRM]

Presented to: Prof PRESENTED BY: Waseem Afzal

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Project Report of Human Resource Management [HRM]

Acknowledgement First of all I Thank Our Lord Almighty ALLAH Who Has blessed us and Gave us the courage, energy to complete our final project. This course work project which is the assignment of our MBA program is dedicated unanimously to my Professor. What we have learnt from this program is not the gift of our course books but is the relentless hard work and skill of our instructor. Whatever benefit we will get by this course in our personal life is one thing but the quality of the knowledge that has been delivered to us will remain with us. We are also thankful to all those who helped us to collect the data without which my report would not have been completed.

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Project Report of Human Resource Management [HRM]

Company Name: CEO: Business: Services Clients: Etc.

Oyster Group of Industries Basir H. Syed Telecom Infrastructure

ALU, NOKIA, WINCOM, Huawei

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Introduction: Oyster Group of Industries is providing Telecom Infrastructure services to almost all the major telecom companies. Telecom boost is not a very old story. Before this Oyster group was the leading fibre glass products manufacturer in Pakistan. With the Boost in the telecom industry its management felt the need to jump in the industry. They started by manufacturing the BTS rooms called the Shelters in which the BTS equipment is installed. Still they are the only ones to manufacture this BTS room in Pakistan. Oyster Group is the leading telecom infrastructure solution providers in Pakistan. It is a local company dealing in fiber glass since 30years. They entered the telecom sector in 2003. Now there is a problem identified by the top management of the company that there is a need for Service Quality Gap Model Audit to be conducted in the company. Companys growth is in status quo since the last 1 year and top management feels that this gap model audit technique is the best solution for the problem.
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Project Report of Human Resource Management [HRM] When we conducted the Gap Model Analysis we found that there was a lack of communication between the vendors, client and the operational m hence a lot of ambiguities were created due to misunderstanding of requirements by the client and the understanding by the company. Hence the quality of delivery of services was not as anticipated by the client and the company was unable to get into the strategic relation with its multi national clients and the business growth suffered after the removal of experienced middle management who was very much in coordination with its clients and was able to deliver as per their requirements. But when this middle management was replaced either due to job switching or progression to higher positions, the lack of system didnt conveyed the proper mindset of the multi national clients to the new middle managers and the number of queries kept on piling up and eventually the business was suffered. One other problem which was faced was that the vendors of the company found the same problem due to lack of understanding with the new middle management there were problems in the supplies. Wrong items delivery, wrong time

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Project Report of Human Resource Management [HRM] and wrong place was observed on repeated basis. Thats the reason the operational Excellency of the company which was once its biggest asset was harmed immensely and thus the higher management decided to conduct this gap model audit to rectify the things on priority. For this purpose surveys and various questionnaires were developed and circulated in the organization as well as in the client companies and vendors. At the end of the report the recommendations and conclusions are given based on the gap model audit for the rectification of the current problem and developing a system so that even if the staff is replaced the problem doesnt occur. First of all we will describe the organization as described by its CEO.

1. A committed and involved management to provide long term top to bottom organizational support.

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Project Report of Human Resource Management [HRM] After the success in before facing the earlier failures in making the Shelter / BTS room Oyster management formed and Quality Control department headed by the GM Operations. In the panel were the Plant managers, a QC engineer and the lower frontline supervisor of the production and installation ms. They didnt stop at the making of the BTS room but their target was to capture all the product lines of the industry. With the passage of the time they now have achieved this dream of preparing the complete site for their clients. QC department has helped them a lot. All the deficiencies in their product have been removed with the passage of time. A great achievement of this department has been the introduction of Fiberglass made canopy fitted on top of the BTS room which has stopped the leakage problem. Although the product line has been vastly increased but still the QC department has only been confined to the satisfaction of the client only but there is no emphasis on R n D. 2. An unwavering focuses on the customer both internally and externally.

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Project Report of Human Resource Management [HRM] External Customers: As discussed earlier the main focus of the company has always been customers satisfaction. This is their major strength and the key to success. The relation with the customer is rated as the main edge over the competitors. After sales services has been able to retain the customers. The CEO himself listens to the complaints of the clients and takes care of them. And the lower staff at each level is been trained to solve the queries of the clients without reporting above as much as they can. Internal Customers: With so much focus on the external customer, it is pretty much obvious that internal customer is kept satisfied. GM Operations personally takes care that no scenario affects the supply chain to the internal customer. 3. Effective involvement and utilization of entire work force. With a small hierarchy it is obvious that most of the employees are involved in the planning. Utilization is at its maximum of the skills of the work force and this is due to the utmost exposure given to the operations m. But as long as the people involved in the production are concerned there exists a lack of involvement due to almost no emphasis on R

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Project Report of Human Resource Management [HRM] n D of the product. The focus is all on the demand of the customer and its satisfaction. 4. Continuous improvement of the business and production process. As clear from the history of the company it has grown immensely by improving its product line. Also the Marketing department is responsible for bringing new business and the CEO is directly taking care of this department. As per the example of improving the production process the facts are their, that once the company was producing only two BTS rooms per day and now after the introduction of improved machinery and experienced staff and a lot of hard work this potential has increased to the production of almost 50 BTS rooms in a day. Same is the case with the production of towers. When started the Tower production plant has the capacity of converting only one ton of the raw material which now only after one year has increased to converting 10 Tons. 5. Treating suppliers as partners. With such a huge production capacity and demand, the supply chain has to be at its best. A variety of raw materials, semi finished goods and finished goods are being used. In

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Project Report of Human Resource Management [HRM] such a situation the suppliers should be reliable. And this is the case with Oyster. Some of the suppliers are involved with Oyster since two decades. For example the nut & Bolts are completely outsourced. And Oyster has a lone supplier for this who has not only family terms with the CEO but is a very familiar face in the company and is treated as one of the members of the hierarchy. Supply chain system has never lead down Oyster and the key to this success is few, reliable suppliers. Who know the upcoming demands and are involved in the planning of the various projects. 6. Establish performance measures for the process. There is only one performance measure and that is the achievement of the targets and the customer satisfaction. But independently the department heads have established various performance measures. For example the plant manager will establish the minimum production number for a single shift. Operational head will establish time lines for the completion of various jobs. There is a coordination department. It is the back bone of the company and with various other activities its job is to establish these measures

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Project Report of Human Resource Management [HRM] and generate reports where the problems are being faced and who is going a part from the established standards. Now we will describe the HRM policies, Latest market trends & its effect on HR Managers job responsibilities. This discussion was done with the HR Manager Mr. Shams Khan (a 45 years MBA).

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Re-Structuring Oyster HR Policies

Planning of activities In re-structuring the first task is the insertion of planning in all the work activities of the organization. In the routine meetings, time lines assigning to the works, calendar of events, job descriptions, report generations etc. we will adopt the following techniques in this scenario, We will make sure to deliver an intuitive environment to create and plan activities that expedite the process of work activities. This environment will help to sooth the minds of the skilled employees which are asset of the company and they will feel safe, secure, content and eventually will be more loyal to the company which will lead us to achieve the target of reducing the turnover rate. HUMAN RESOURCES PLANNING AND DEVELOPMENT

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Project Report of Human Resource Management [HRM] As the responsibility of a good HR Manager we will introduce in Oyster Ltd the following planning and development procedure through which the turn over will be reduced over the short point of time. These procedures are well equipped with the modern techniques and are tested over the successful organizations. Human resources is a term with with which many organizations describe the combination of traditionally administrative The field personnel draws functions performance in management, Employee Relations and resource planning. upon concepts developed Industrial/Organizational Psychology. Human resources has at least two related interpretations depending on context. The original usage derives from political economy and economics, where it was traditionally called labor, one of four factors of production. The more common usage within corporations and businesses refers to the individuals within the firm, and to the portion of the firm's organization that deals with hiring, firing, training, and other personnel issues. The objective of Human Resources is to maximize the return on investment from the organization's human capital and

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Project Report of Human Resource Management [HRM] minimize financial risk. It is the responsibility of human resource managers to conduct these activities in an effective, legal, fair, and consistent manner. Human resource management serves these key functions:

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Project Report of Human Resource Management [HRM]

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Project Report of Human Resource Management [HRM]

Modern concept of human resources Though human resources have been part of business and organizations since the first days of agriculture, the modern concept of human resources began in reaction to the efficiency focus of Taylorism in the early 1900s. By 1920, psychologists and employment experts in the United States started the human relations movement, which viewed workers in terms of their psychology and fit with companies, rather than as interchangeable parts. This movement grew throughout the middle of the 20th century, placing emphasis on how leadership, cohesion, and loyalty played important roles in organizational success. Although this view was increasingly challenged by more quantitatively rigorous and less "soft" management techniques in the 1960s and beyond, human resources had gained a permanent role within an organization. Human resource development In terms of recruitment and selection it is important to consider carrying out a thorough job analysis to determine

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Project Report of Human Resource Management [HRM] the level of skills/technical abilities, competencies, flexibility of the employee required etc. At this point it is important to consider both the internal and external factors that can have an effect on the recruitment of employees. The external factors are those out-with the powers of the organization and include issues such as current and future trends of the labor market e.g. skills, education level, government investment into industries etc. On the other hand internal influences are easier to control, predict and monitor, for example management styles or even the organizational culture. In order to know the business environment in which any organization operates, three major trends should be considered: DEMOGRAPHICS The characteristics of a population/workforce, for example, age, gender or social class. This type of trend may have an effect in relation to pension offerings, insurance packages etc. DIVERSITY

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Project Report of Human Resource Management [HRM] the variation within the population/workplace. Changes in society now mean that a larger proportion of organizations are made up of "baby-boomers" or older employees in comparison to thirty years ago. Also, over recent years organizations have had to become more diverse in their employment practices to cope with the lower work ethic of the newer generations. The service industry for example, has embraced those "baby-boomers" desiring to reenter the workforce. Traditional advocates of "workplace diversity" simply advocate an employee base that is a mirror reflection of the make-up of society insofar as race, gender, sexual orientation, etc. These advocates focus on the social engineering products theory without understanding the more the important points: diversity of ideas to prevent stagnation of and business development; expanding customer base through "outreach"; and profit. Alarmists and advocates of social engineering theory cite a "rise in discrimination, unfair dismissal and sexual/racial harassment cases" as an indicator of the need for more diversity legislation. While such measures have a significant effect on the organization, they effect little or no real change

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Project Report of Human Resource Management [HRM] in advancing diversity of ideas in the workplace. Antidiscrimination laws and regulations do require businesses to undertake a cost-benefit analysis. The result of this analysis is often to adopt an approach that generally recognizes gender, racial, and sexual orientation diversity as a cheaper alternative to fighting endless litigation. In summary, diversity, based on social engineering is about creating a working culture that seeks, respects and values difference without regard to how diversity increases productive and unity of effort. SKILLS AND QUALIFICATIONS as industries move from manual to a more managerial professions so does the need for more highly skilled graduates. If the market is "tight" (i.e. not enough staff for the jobs), employers will have to compete for employees by offering financial rewards, community investment, etc. In regard to how individuals respond to the changes in a labour market the following should be understood: GEOGRAPHICAL SPREADF

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Project Report of Human Resource Management [HRM] how far is the job from the individual? The distance to travel to work should be in line with the pay offered by the organization and the transportation and infrastructure of the area will also be an influencing factor in deciding who will apply for a post. OCCUPATIONAL STRUCTURE the norms and values of the different careers within an organization. Mahoney 1989 developed 3 different types of occupational structure namely craft (loyalty to the profession), organization career (promotion through the firm) and unstructured (lower/unskilled workers who work when needed). GENERATIONAL DIFFERENCE Different age categories of employees have certain characteristics, for example their behavior and their expectations of the organization. While recruitment methods are wide and varied, it is important that the job is described correctly and that any personal specifications are stated. Job recruitment methods can be through job centres, employment

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Project Report of Human Resource Management [HRM] agencies/consultants, headhunting, and local/national

newspapers. It is important that the correct media is chosen to ensure an appropriate response to the advertised post. THE FOCUS OF HRM Businesses and organizations rely on three major resources: physical resources, such as materials and equipment; financial resources, including cash, credit, and debt; and human resources or workers. In its broadest sense, HRM refers to the management of all decisions within an organization that are related to people. In practice, however, HRM is a tool used to try to make optimum use of human resources, to foster individual development, and to comply with government mandates. Larger organizations typically have an HRM department and its primary objective is making company goals compatible with employee goals insofar as possible. Hence, for a company to attain its goals, it must have employees who will help it attain them. THE ROLE, POSITION, AND STRUCTURE OF HRM DEPARTMENTS

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Project Report of Human Resource Management [HRM] In Personnel Management, Paul S. Greenlaw and John P. Kohl describe three distinct, interrelated fields of interest addressed by the HRM discipline: human relations, organization theory, and decision areas. Human relations encompass matters such as individual motivation, leadership, and group relationships. Organization theory refers to job design, managerial control, and work flow through interests the organization. to the Decision areas encompass related acquisition, development,

compensation, and maintenance of human resources. Although the method and degree to which those areas of interest are handled a few vary general among rules different characterize HRM the departments, divisions. HRM department responsibilities, other than related legal and clerical duties, can be classified by individual, organizational, and career areas. Individual management entails helping employees identify their strengths and weaknesses, correct their shortcomings, and then make their best contribution to the enterprise. These duties are carried

responsibilities, positioning, and structure of most HRM

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Project Report of Human Resource Management [HRM] out through a variety of activities such as performance reviews, training, and testing. Organizational development focuses on fostering a successful system that maximizes human, and other, resources. This important duty also includes the creation and maintenance of a change program, which allows the organization to respond to evolving outside and internal influences. The third responsibility, career development, involves matching individuals with the most suitable jobs and career paths. The positioning of HRM departments is ideally near the theoretic organizational center, with maximum access to all divisions and management levels. In larger organizations the HRM function might be headed by a vice president, while smaller entities will have a middle-level manager as head of HRM. In any case, because the HRM department is charged with managing the productivity and development of workers at all levels, the top HRM manager ideally has access to, and the support of, key decision makers. In addition, the HRM department should be situated in such a way that it has horizontal access, or is able to communicate effectively with all divisions within the company. Horizontal access allows

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Project Report of Human Resource Management [HRM] HRM to integrate, educate, and train the workforce, and to facilitate changes that affect one division and indirectly influence other segments of the company or institution. The structure of HRM departments differs according to the type and size of the organization that they serve. But many large organizations (including governments, institutions, manufacturing companies, and service firms) organize HRM employee development functions around various clusters of workersthey conduct recruiting, administrative, and other duties in a central location. Different employee development groups for each department are necessary to train and develop employees in specialized areas, such as sales, engineering, marketing, or executive education. In contrast, some HRM departments are completely independent and are organized purely by function. The same training department, for example, serves all divisions of the organization. HRM IMPLEMENTATION ACTIVITIES To fulfill their basic role and achieve their goals, HRM professionals and departments engage in a variety of activities in order to execute their human resource plans. HRM implementation activities fall into four functional
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Project Report of Human Resource Management [HRM] groups, each of which includes related legal responsibilities: acquisition, development, compensation, and maintenance. ACQUISITION Acquisition duties consist of human resource planning for employees, which includes activities related to analyzing employment needs, determining the necessary skills for positions, identifying job and industry trends, and forecasting future employment levels and skill requirements. These tasks may be accomplished using such tools and techniques as questionnaires, interviews, statistical analysis, building skill inventories, and designing career path charts. Four specific goals of effective human resource planning are:
1.

Sustaining stable workforce levels during ups and downs in output, which can reduce unnecessary employment costs and liabilities and increase employee morale that would otherwise suffer in the event of lay-offs.

2. Preventing a high turnover rate among younger recruits. 3. Reducing problems associated with replacing key decision makers in the event of an unexpected absence.
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Project Report of Human Resource Management [HRM] 4. Making it possible for financial resource managers to efficiently plan departmental budgets. The acquisition function also encompasses activities related to recruiting workers, such as designing evaluation tests and interview methods. Ideally, the chief goal is to hire the mostqualified candidates without encroaching on federal regulations or allowing decision makers to be influenced by unrelated stereotypes. HRM departments at some companies may choose to administer honesty or personality tests, or to test potential candidates for drug use. Recruitment responsibilities also include ensuring that the people in the organization are honest and adhere to strict government regulations pertaining to discrimination and privacy. To that end, human resource managers establish and document detailed recruiting and hiring procedures that protect applicants and diminish the risk of lawsuits. DEVELOPMENT The second major HRM function, human resource development, refers to performance appraisal and training activities. The basic goal of appraisal is to provide feedback to employees concerning their performance. This
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Project Report of Human Resource Management [HRM] feedback allows them to evaluate the appropriateness of their behavior in the eyes of their coworkers and managers, correct weaknesses, and improve their contribution. HRM professionals must devise uniform appraisal standards, develop review techniques, train managers to administer the appraisals, and then evaluate and follow up on the effectiveness of performance reviews. They must also tie the appraisal observed. Training and development activities include the determination, design, execution, and analysis of educational programs. Orientation programs, for example, are usually necessary to acclimate new hires to the company. The HRM training and education role may encompass a wide variety of tasks, depending on the type and extent of different programs. In any case, the HRM professional ideally is aware of the fundamentals of learning and motivation, and must carefully individual. design effective training initiatives and development include programs that benefit the overall organization as well as the Training may process into compensation and incentive strategies, and work to ensure that federal regulations are

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Project Report of Human Resource Management [HRM] apprenticeship, internship, job rotation, mentoring, and new skills programs. COMPENSATION Compensation, the third major HRM function, refers to HRM duties related to paying employees and providing incentives for them. HRM professionals are typically charged with developing wage and salary systems that accomplish specific organizational objectives, such as employee retention, quality, satisfaction, and motivation. Ultimately, their aim is to establish wage and salary levels that maximize the company's investment in relation to its goals. This is often successfully accomplished with performance based incentives. In particular, HRM managers must learn how to create compensation equity within the organization that doesn't hamper morale and that provides sufficient financial motivation. Besides financial compensation and fringe benefits, effective HRM managers also design programs that reward employees by meeting their emotional needs, such as recognition for good work. MAINTENANCE
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Project Report of Human Resource Management [HRM] The fourth principal HRM function, maintenance of human resources, encompasses HRM activities related to employee benefits, safety and health, and workermanagement relations. Employee benefits are non-incentiveoriented compensation, such as health insurance and free parking, and are often used to transfer non-taxed compensation to employees. The three major categories of benefits managed by HRM managers are: employee services, such as purchasing plans, recreational activities, and legal services; vacations, holidays, and other allowed absences; and insurance, retirement, a and health benefits. To successfully administer benefits program, HRM

professionals need to understand tax incentives, retirement investment plans, and purchasing power derived from a large base of employees. Human resource maintenance activities related to safety and health usually entail compliance with federal laws that protect employees from hazards in the workplace. Regulations emanate from the federal Occupational Safety and Health Administration, for instance, and from state workers' compensation and federal

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Project Report of Human Resource Management [HRM] Environmental Protection Agency laws. HRM

managers must work to minimize the company's exposure to risk by implementing preventive safety and training programs. They are also typically charged with designing detailed procedures to document and handle injuries. Maintenance tasks related to worker-management relations primarily entail: working with labor unions, handling grievances related to misconduct such as theft or sexual harassment, and devising systems to foster cooperation. Activities in this arena include contract negotiation, developing policies to accept and handle worker grievances, and administering programs to enhance communication and cooperation.

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Project Report of Human Resource Management [HRM]

EVALUATION OF HRM METHODS One of the most critical aspects of HRM is evaluating HRM methods and measuring their results. Even the most carefully planned and executed HRM programs are meaningless without some way to judge their effectiveness and confirm their credibility. The evaluation of HRM methods and programs should include both internal and external assessments. Internal evaluations focus on the costs versus the benefits of HRM methods, whereas external evaluations focus on the overall benefits of HRM methods in achieving company goals. Larger human resource departments often use detailed, advanced data gathering and statistical analysis techniques to test the success of their initiatives. The results can then be used to adjust HRM programs or even to make organizational changes. The authors of Human Resources Management posit four factors, the "four Cs," that should be used to determine whether or not an HRM department or individual program is succeeding: commitment, competence, cost-effectiveness, and congruence. In testing commitment, the HRM manager
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Project Report of Human Resource Management [HRM] asks to what extent policies enhance the commitment of people to the organization. Commitment is necessary to cultivate loyalty, improve performance, and optimize cooperation among individuals and groups. Competence refers to the extent to which HRM policies attract, keep, and develop employees: Likewise, costeffectiveness, the third factor, measures the fiscal proficiency of given policies in terms of wages, benefits, absenteeism, turnover, and labor/management disputes. Finally, analysis of congruence helps to determine how HRM policies create and maintain cooperation between different groups within and outside the organization, including different departments, employees and their families, and managers and subordinates. Besides evaluating these internal aspects of HRM programs, companies also must assess the effectiveness of HRM programs by their impact on overall business success. In other words, companies must link their evaluation of HRM methods with company performance to determine whether these methods are helping their business by increasing

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Project Report of Human Resource Management [HRM] quality, reducing costs, expanding market share, and so forth. LEGAL INFLUENCES The field of HRM is greatly influenced and shaped by state and federal employment legislation, most of which is designed to protect workers from abuse by their employers. Indeed, one of the most important responsibilities of HRM professionals lies in compliance with regulations aimed at HRM departments. The laws and court rulings can be categorized by their affect on the four primary HRM functional areas: acquisition, development, compensation, and maintenance. These laws will be communicated to the employees through seminars and other sessions so that they can feel secure, learned and can create more loyalty for the firm as a whole. DEVELOPMENT OF PERSONAL SKILLS Programs will be introduced for the development of personal skills of the employees. Any organization or any set of m is comprised of individual human beings and no matter how much the science & technology has taken over the human
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Project Report of Human Resource Management [HRM] working, yet the success is only guaranteed by the human beings that are involved with the organization. And the development of their skills will benefit the organization in long run. When the workers are skill full and have control over what they are doing then the culture of the organization will contribute towards its growth. For this purpose we have to again to introduce the personal skills development programs. This is described in detail as follows; EMPLOYABILITY This term is commonly used now days for the development of an individuals skills for attaining and maintaining job with the required growth percentage. We will introduce this guideline in Oyster professor. First of all we understand what actually is the employability? Employability is the capacity developed in an individual by the society in him to attain & sustain employment with the growing needs of growth. Ltd with various short courses and training sessions with a series of lectures from a qualified

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Project Report of Human Resource Management [HRM] Employability is, labour force trained in activities for which there will be future demand for labour. This mean, if the future demand for labour is going to be in activities which requires more skills, much more education, much more specific training and so on, are we providing them? Perhaps we are not (T N Sirinivasan, B L April 23, 2007) As per this definition the Sirinivasan says that there is growing need to improve the skills of the employees for the betterment of the organization and the employees alike.

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Project Report of Human Resource Management [HRM]

DIAGRAM FOR DESCRIBING EMPLOYABILITY

As per the above mentioned diagram, we came to know that following are the important factors for the counseling of an employee; 1. External Factors a. Employment policy

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Project Report of Human Resource Management [HRM] i. Employment policy is an important external factor, it defines the industrial trend towards the demand from the employees b. Education Policy i. Education trend is the driving force as how the society is training its human capital for meeting the challenges of the market. 2. Personal Circumstances a. Access to resources i. It defines as how the employee is independent in accessing the resources

available such as technical resources of the company and the R n D facility available in the market and its implementation authority while working in the organization 3. Individual Factors a. Human Capital i. It is the by birth quality of an employee. Human beings are very diversified specie and they have certain qualities by birth which require to be explored. The management of

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Project Report of Human Resource Management [HRM] good organization always looks to enhance and utilize these qualities of its employees so that overall organizational growth is ensured. b. Social Skills i. Social skills of human beings are the skills acquired over the long period of academic career and the social interaction with the outside world. 4. Training Institute a. Industrial Training i. Now it is the duty of the organization and the purpose of our ativity in which we will ensure the training of the employees specifically according to our needs of the Oyster Ltd. By this way we will achieve our target of developing organization. b. Training Institute i. In choosing the external training institution we will choose the best in the market so that maximum benefit is achieved. cooperate culture in our

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Project Report of Human Resource Management [HRM] Unless the workforce is not served with such purposes the company as a whole cant grow. For this purpose there are various programs which can be introduced. We have already taken six sigma approach at the initial level and an introductory course for the six sigma preferably one month program with 04 lectures from a professional will tune the minds of the employees for the development of the cooperate culture and by this means the future programs will yield far better results as well. Also as we learnt from the concept of employability the training of the employees and planned training courses are very important.

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Project Report of Human Resource Management [HRM]

Career Management Program BASIC CONCEPT We will introduce the career management program for the employees of the Oyster Ltd. This career management program will be our supreme concern for the development of the cooperate culture in the organization and achieving the goals of the organization and setting it on the right track for competing and succeeding in the market. It is a process for enabling employees to better understand and develop their career skills and interests, and to use these skills and interests more effectively. This will lead to the career development of the employees, career development is defined as the lifelong series of activities that contribute towards a persons career exploration, establishment, success & fulfillment. This activity will eventually lead to the organizational success. This program will enable our employees to become aware of personal skills, interests, knowledge, motivations and other

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Project Report of Human Resource Management [HRM] characteristics; and establish action plans to achieve their goals. Below is a sketch by which we are trying to match the personal and organizational goals;

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INDIVIDUALS ROLE An individual needs to take most important part in this plan and his / her contribution will ensure the success of this program. Without the interest and active participation of an individual no program no matter how technologically sound and advanced it is, will never prevail and it will be just a waste of time and resources and more over the status quo will also not be remained and the organization insd of benefiting from the restructuring program, will suffer as there will be more turn over and even increased lack of cooperate culture in the organization. First of all an individual should accept responsibility for its own career growth and his / her role in the growth of the organization. He / she should consider himself as an active part of the growth program. When the interests of the organization and an employee are defined to be on the same path then this attitude is developed in an employee. This is done through constant input by the various activities of training and counseling various sessions of training by a professional is very helpful in this regard. Also internal
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Project Report of Human Resource Management [HRM] meeting are very important, especially between top management and middle management at least once in a fortnight and in our case once in a week. It will help to jell the employees with the organization and create an atmosphere where an individual feels responsible for the success, growth and sustainability of the organization as a whole. Second important part is that the individual should assess its own abilities, interests, skills & values. One thing should be remembered here very clearly that although we are taking about an individuals role in our organizations development but this is a restructuring program, hence in the end it is our responsibility that we should create the urge in an individual of the employees of the company so that he / she should feel the need to assess his / her capabilities, skills & personal interests to utilize them in maximum efficiency for the personal growth and organizational development alike. Now when an individual is aware of the importance of utilizing the skills and interests towards the career growth then this will be a great milestone for the achievement of our over all

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Project Report of Human Resource Management [HRM] target of re-structuring the organization and developing a cooperate culture. Thirdly the training programs will make the employees aware of the importance of planning and setting career goals. This is the real requirement on which maximum emphasis is required. Without planning any activity, no target could be achieved. Hence setting the minds of the employees so that they can do planning of each activity. When the individual activities are planned then the culture is developed where every activity is planned. Planning can remove a lot of nonconformities from the work. Time wastage is removed, and the activities are completed more efficiently with minimum loss of time. Employees should utilize the development opportunities. This development covers all aspects of development. The development of skills, useful experience and the training will be utilized in the most effective way during the working in the organizational tasks. Seniors are like the guiding stars which will light you up in the darken passage of your carrier plan. Another important aspect to be kept in mind is to talk about your career with

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Project Report of Human Resource Management [HRM] your manager and seniors. They are experience persons gone through all the ups & down of the life. By discussing your problems with your manger will help you chalk out your planning, lend a hand you out of problems you are facing and will to guide through your job related queries. Education & skills of a person are the driver of his career. It is very important that if a person is skillful in his field than he/she will only carve his/her career in this field. If you are strong in Marketing then its not good for him/her to get in the HR field as it is a barrier in career growth. The training programs will assess the abilities and skills of an individual employee and define its career growth, job description according to them. It is a very significant tool for development of the cooperate culture. The below mentioned chart will show the relation between the skills, interests and career growth.

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Project Report of Human Resource Management [HRM]

It shows that where an employee is low skilled he / she should avoid that task and if the interest is also low on that particular job then it is the responsibility of the management to make sure that he / she is not be serving in that particular area. Vice versa if the skills are high and so is the interest then that person will be really beneficial in that department and the company will benefit from this in the strategic run.

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Project Report of Human Resource Management [HRM] MANAGEMENTS ROLE This is our major concern. Basically this is the concept of this report. That what is the role of the management in the development of the employees to create the cooperate culture? The first objective should be, apart from the training programs introduced which is a mandatory thing and is compulsory to be applied is the feedback of performance. But the feedback should be timely feedback. The timing is very important in every aspect of the life. So is the case that if feedback is not timely then on one side the employee will not get motivated on good performance and will not excel on that. Also without the timely feedback on mistakes will not enable an employee to learn from it or rectify the mistakes. And this feedback should be correct, irrational and positive in the sense that it should be followed by proper guidance or proper career growth planning. Providing proper guideline for development and growth is also very important role that a manager has to apply on its juniors. The assignments should contain a sense of challenge, learning with proper guideline so that the

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Project Report of Human Resource Management [HRM] employee should be aware of the fact that what exactly he / she is up to and what is the real target behind the target. The most important aspect is that the employees should feel to be a part of the organizational growth planning. The decision making rests with the top management al rite but the employees should be involved in the discussions otherwise they will feel deprived and in the end they are responsible for the performance and if they are un aware of the gist of the idea or they doesnt have the attachment with the organizations strategic planning they will not be able to perform as per the requirement of the organization. Another very important thing is to support the employees personal development plan. This means his / her growth planning proper job description and proper career growth plan should be developed and conveyed to the employee so that he / she is not in doubt at any point of time. When he / she is sure and satisfied about the growth and development plan and the ways and means to achieve them are clear then the performance scale is raised by many levels. ORGANIZATIONS ROLE

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Project Report of Human Resource Management [HRM] The organization is the overall entity around which all the other entities like management, employees, and resources play around. The role of the organization over all is very significant in this regard. In this regard following things are very important;

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Raising Employee Morale In this difficult stage of the organization, it is very much important that along with the restructuring of the system, we raise the morale of our employees, for this very purpose we will count on the following aspects; PERKS AND SMALL GIFTS I am sure that all Help Desk managers are familiar with the small perks such as providing donut/bagel days, springing for pizza lunches, giving free car washes and hiring a masseuse to provide stress-relieving massages. I suggest that you focus on the personalities of the Help Desk staff and reward them with perks that matches their outside interest. For example, if you have an individual who likes to read then a gift certificate from a local bookstore would be more appropriate. If you have an individual who enjoys using tools to fix or make improvements to their home then a gift certificate from one of the local building supply stores would be a hit. For someone who likes to hunt or fish a gift certificate from a sporting goods store would be an excellent

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Project Report of Human Resource Management [HRM] suggestion. The key here is to match the small gift or reward with the individual so they realize that you personalized the gift and made an extra effort to say thanks. PERFORMANCE INCENTIVES Significant good performance should be rewarded with recognition and/or monetary incentives. Recognition should always be visible to the professionals fellow employees (except for monetary rewards). Recognition can be published and shared with fellow employees on a Wall of Fame, Help Desk web site, Help Desk break room bulletin board or other similar locations. Monetary incentives can be granted to professionals who meet or exceed their personal and/or m performance goals, receive significant no solicited positive customer feedback and when the Help Desk m exceeds their SLA commitments. Establishing monetary incentives is a tremendous opportunity to challenge the Help Desk professionals and create excitement in the organization. Monetary incentives may be difficult to implement in these difficult economic times. But the fact of the matter is management may be able to allocate a small percentage of their support budget to
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Project Report of Human Resource Management [HRM] motivate the support staff to reach specific performance goals. The most effective monetary incentives are structured to provide a minimum, target and maximum level of achievement and are measured during a twelve-month period. This type monetary incentive is usually calculated on the support staffs base salary and can be very effective at improving performance and employee morale. Allowing the professionals to realize the maximum reward if they are able to exceed the target goal is a tremendous motivator and if they happen to fall short of the target goal they at least have the opportunity to receive a minimum reward. The bottom line is that they are in control and are accountable for the final results. Recommend creating three or four performance goals that directly focus on improving the bottom line of the company and/or overall performance of the support organization. Establish a minimum, target and maximum percentage for each specific goal. Each minimum goal must have a baseline number that must be reached or no monetary reward is available for that particular goal. These percentages can be as aggressive as your budget will stand, but the rewards to

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Project Report of Human Resource Management [HRM] the organization and the support staff far outweigh the monetary cost. RETENTION PROGRAMS Retention programs should be established within the Help Desk that focus on career advancement opportunities within the Help Desk and the company. Create a career-planning document for each position within the Help Desk, identifying different career paths and the requirements of moving from one position to another with timeframe and skill requirements. Providing Help Desk professionals with clear career advancement opportunities motivates them to excel and increases their morale. Each Help Desk professional should be required to complete a career planning document that outlines their career path choices, the technical requirements for reaching their selection, and timeline for achieving their career path selection. Help Desk management must review this document with the professional every six months to check on their status and offer guidance. Management should take an active role in each professionals career development by suggesting or recommending training or certification courses
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Project Report of Human Resource Management [HRM] that will help the professional to improve their qualifications and increase their changes of reaching their career goal. Keeping your Help Desk staff motivated, challenged and focused on career development is a tremendous challenge. Help Desk managers and supervisors have struggled with finding different ways to keep their staff focused on career development. One possible solution is to identify several IT support groups within the Information Technology Department that professionals from the Help Desk would consider as career advancement opportunities. Discuss with the management of these support groups the possibility of a Help Desk professional being loaned to their support group for a week or even a month. They would be assigned to shadow a Level 2 support technician who would mentor them on their daily job responsibilities. This would be an opportunity for a Help Desk professional to experience the role of a Level 2 support technician and determine if this would be a possible career path opportunity. This would also provide insight into the problem resolution skills of Level 2 support and may give the

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Project Report of Human Resource Management [HRM] Help Desk professional additional problem resolutions skills to improve their First Contract Resolution (FCR) rate. This also gives them a break from the daily routine of providing problem resolution over the phone. They may actually get to meet some of their customers in person as they work with the various Level 2 support technicians.

These type opportunities are as varied as the number of IT support groups working within your Information Technology Department. This will not only build a better working relationship between the IT support groups and Help Desk but also allow Level 2 support to see the caliber of professionals working in the Help Desk. STRUCTURE TRAINING CURRICULUM Training is also effective in retention and morale of the Help Desk professionals and acts as an incentive in todays fast moving technical industry. Without training, the professionals will tend to move from organization to organization to gain more knowledge to make themselves more valuable in the market. In an environment where

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Project Report of Human Resource Management [HRM] training is not available, the attrition rate increases, morale decreases and it is more challenging to be consistent with knowledge and strategic support skills. The Help Desk professionals should have a structured training program that covers all aspects of their job and ensures that each professional has received the same level of training. A structured training program should include training on the all the applications associated with the Help Desk desktop, Standard Operating Procedures, Hardware/Peripheral Devices, Proprietary Applications, High Impact Training and Taking Live Calls. Without a structured quality training program management is sending the message that training is not important and this leads to low employee morale because it takes them longer to become successful. Conversely, organizations can go too far with training curriculums that allow professionals to become overqualified. When this happens, attrition tends to increase and morale tends to decrease. This is one important reason why it is important to measure statistics like attrition, number of professional certifications, the applicability of those certifications to the Help Desks business, FCR and

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Project Report of Human Resource Management [HRM] customer satisfaction. Keeping these statistics in balance becomes a continuous process. EMPLOYEE EMPOWERMENT In these difficult economic times, we are seeing downsizing and a general theme of "doing more with less" within the Help Desk. If your professionals are unsure about their personal and professional future, this may show up in their interactions with customers. Quality metrics and customer service levels could drop and staff morale could suffer. Both of these potential effects require an increased commitment by Help Desk management to continually communicate, both with professionals and with upper management. The point is that even though you may not be able to guarantee their employment, your commitment to the staff is to communicate with them on a regular basis and allow them to be a part of the solution insd of contributing to the problem. Hold meetings with the Help Desk staff to keep them abreast of critical information and involve them by asking for suggestions on how they could help to reduce cost, improve service levels, and add additional value to bottom line of the business. You may be surprised with their ability to provide
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Project Report of Human Resource Management [HRM] quality suggestions and identify cost saving

recommendations. Now is the time to stress customer care skills and train and empower your staff to be accountable for the customer experience. Take care of your people; your m needs to hear management being positive. Don't stop investing in the organization, but base your investment on an enterprise perspective. Do a rigorous self-examination of your support organization and take advantage of the skills your staff possesses. Utilize specific support professionals in various roles that allow them to demonstrate their abilities to peers and management outside the support organization. Suggested roles and responsibilities could include the following: Customer Care Advocate, Knowledge Engineer, Training Coordinator, Quality Control Coordinator, Help Desk Statistical Analysis, Business Continuity Coordinator, or Documentation Coordinator. Matching individuals with the specific requirements of the job is challenging, but extremely rewarding when an individual steps into a role that was made for them. Recognition of their talents and skills says more to them

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Project Report of Human Resource Management [HRM] than you will ever imagine. Employee morale can be greatly improved by allowing them to demonstrate their talents and skills in the right situation and exceeding your expectations. Managers are only as good as the staff they manage and it is your job to make sure you place the employee in a position to succeed so they have the opportunity to demonstrate their skills and move on to the next level.

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CERTIFICATION Making the commitment to certify the Help Desk staff and management is an investment in the future of the Help Desk and indicates to the support staff that they are recognized as professionals. This commitment is a tremendous motivator and has long-term positive affects on improving and sustaining employee morale. When a company decides to certify their staff through a reputable, quality program, then that company is creating pride, consistency, a different perspective, a common knowledge platform and inciting enthusiasm within the Help Desk. This enthusiasm within the Help Desk will lead to a rededication and refocus of their career because the certification sets them apart from others in the support organization. Certification is a personal achievement and in todays competitive environment employees are motivated to pursue both technical and customer support certifications. Certification allows the Help Desk staff to have a central focus and common goal toward providing quality support to their customers.

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Project Report of Human Resource Management [HRM] I hope the above suggestions provided you with several different options that you can choose to help raise employee morale and improve the level of support being provided by your Help Desk. Improving employee morale cannot be done with smoke and mirrors, it must be a genuine commitment from management and it must be performed on a consistent basis. Effectiveness of Our Program In this segment we will compare the techniques adopted by us for the re-structuring and development of cooperate culture in Oyster Ltd with the other available ways adopted by companies. We will try to establish an argument that the ways means adopted in our organization are the most effective and efficient as compared to other programs. Following are some of the points which prove our point; The program is updated and in compliance with the modern technological developments. The programs are choose keeping in view the point that in these programs all of the employees from the top management to frontline management are actively involved in the programs. This involvement ensures
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Project Report of Human Resource Management [HRM] that our program will be successful because the Human resource is the key for the success of organization or any organization for this matter. All of these programs are based on the development and involvement of the employees The programs keeps the organizational growth subject to the personal growth of the employees. This means that if the persons grow the organization will grow and vice versa. This is the most important and encouraging part of our programs

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Swot Analysis STRENGTHS

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Project Report of Human Resource Management [HRM] WEAKNESSES:

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THREATS:

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OPPORTUNITIES:

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Recommendations & Conclusions In light of the above mentioned discussions, following are the recommendations & conclusions of our report; First of all a training program for all of the organizational employees is conducted Six Sigma program is introduced and applied in the organization Employability concept is taught in the organization and its technical points are applied through various training programs, sessions, managing style changes etc A planned career management program is introduced in the organization The cooperate culture is developed and sustained through the standards set by this career management program. The skills, interests, values of the employees are of great concern and these are utilized, understood & polished in this program for the better development of the employees so that the organization could grow in the desired way.
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Project Report of Human Resource Management [HRM] There is no single two plus two formulae for the betterment of the organizational structure. Every thing is related. Organization, Management individual all of them are interlinked and responsible for the betterment. The program picked in our organization is better in comparison with the other available programs in the market. It is more efficient, reliable and sustainable when compared other wise.

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Suggestions: After analyzing the organization in light of the six basic concepts of TQM following are the suggestion that we will like to make; There must be R n D department, which is the main source of western organizations. Without R n D long time success is not possible Company should get itself ISO certification. This will help to get rid of all the non conformities faced by it. The front line work force isnt involved in the meetings before setting the targets. To grow globally this is essential. There must be R n D department, which is the main source of western organizations. Without R n D long time success is not possible Company should get itself ISO certification. This will help to get rid of all the non conformities faced by it. The front line work force isnt involved in the meetings before setting the targets. To grow globally this is essential.
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Project Report of Human Resource Management [HRM] Organization should keep a minimum standard

inventory level, which is not the practice now HR department has a very minimal role in the organizational structure. In today's world HR efficiency is essential for strategic growth Company should arrange regular training programs for its managerial as well as front line operating staff (e.g. Supervisors)

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