HR Management Practices PDF

TOPIC 1: MANAGING HUMAN RESOURCES  Appraising Performance of Office Employees  Recruitment and Selection of Employees - A performance appraisal, employee appraisal, - Recruitme...

TOPIC 1: MANAGING HUMAN RESOURCES  Appraising Performance of Office Employees  Recruitment and Selection of Employees - A performance appraisal, employee appraisal, - Recruitment – Recruitment is a process of performance review, or (career) development finding and attracting the potential resources for discussion is a method by which the job filling up the vacant positions in an organization. It performance of an employee is evaluated (generally sources the candidates with the abilities and attitude, in terms of quality, quantity, cost and time) which are required for achieving the objectives of an organization.  Aims of Performance appraisal are to: - Recruitment and Selection process is a process - Give Employees feedback on performance of identifying the jobs vacancy, analyzing the job - Identify employees training needs requirements, reviewing applications, screening, - Document criteria used to allocate organizational shortlisting and selecting the right candidate. rewards - Form a basis for personnel decisions  Orientation of Employees - Provide the opportunity for organizational 1. Knowing the Employees Benefits diagnosis and development 2. Knowing their duties and responsibilities - Facilitate communication between employee and 3. Knowing what are the Do’s and Don't s. administration 4. Knowing the company procedure - Validate selection techniques and human resource 5. Embracing the culture of the Company and the policies to meet the equal employment opportunity Organization requirements 6. Knowing what lies ahead for them - To improve performance through counseling, coaching and development  Supervising employees - Supervision is the act or function of overseeing  Methods of performance appraisal something or somebody. A person who performs - Management by Objectives supervision is a "supervisor", but does not always - 360 degrees appraisal have the formal title of supervisor. A person who is - Behavioral Observation Scale getting supervision is the "supervisee". - Behaviorally Anchored rating scales  Characteristics of Performance appraisal  ROLES OF SUPERVISOR systems 1. Goal Setter 1. Appraisal Match the Job Descriptions 2. Evaluator 2. Appraisal are Legally Complaint 3. Human Resource Specialist 3. Appraisers should be Trained 4. Computer Expert 4. Appraisal Systems require follow-up 5. Producer  Basics of Conducting Employee 6. Adviser Performance Appraisals 7. Idea Champion 1. Design a legally valid Performance Review 8. Environmental Watchdog Process 9. International Manager 2. Design a Standard Form for Performance Appraisals  TRAINING AND DEVELOPMENT 3. Schedule the first performance review for six months after the employee starts employment 4. Initiate the performance review process and upcoming meeting 5. Have the Employee suggest any updates to the Job Description and provide written input to the appraisal 6. Document your input-reference the Job Description and Performance Goals 7. Hold the Performance Appraisal Meeting 8. Update and Finalize the Performance Appraisal Form 9. Nothing should be Surprising to the employee during the appraisal meeting  Promotion, Transfer and Rotation  CLASSES OF INCENTIVES - Promotion is advancement of an employee t a 1. Remunerative Incentives better job-better in terms of greater responsibility, 2. Moral Incentives more prestige or status, greater skill and especially 3. Coercive Incentives increased rate of pay salary” - Transfer is defined as the moving of an employee  FRINGE BENEFITS from one job to another. It may involve a promotion, - Fringe benefits are perks that employers give to demotion or no change in the job status other than their employees above and beyond any financial moving from one job to another. However, transfer compensation. is viewed as change in assignment in which the employee moves from one job to another in the  Labor-Management relations in the office same level of hierarchy pay. - Labor-Management relations are the most - Demotion is the reassignment of a lower level job complicated set of relations that any HR Manager to an employee with the delegation of has to deal with. Efficient maintenance of labor responsibilities and authority required to perform relations helps the HR Managers in developing a that lower job and normally with lower level pay. harmonious environment within the organization - Thus, promotion is upward reassignment of a job, which, in turn, helps the organization in effectively demotion is a downward job reassignment whereas achieving its goals and objectives. transfer is a latter or horizontal job reassignment.  Purposes of Labor-Management relations  JOB ANALYSIS 1. Lessen Industrial Disputes - Job analysis is the process of studying a job to 2. Place employers in a more equal position with determine which activities and responsibilities it the unions in bargaining and labor relations includes, its relative importance to other jobs, the procedures qualifications necessary for performance of the job and the conditions under which the work is  Procedural Due Process performed. - Key term used: Knowledge, Skills, Ability, Personal Characteristics, and Credentials  JOB EVALUATION 1. Job Ranking 2. Job Classification 3. Factor Comparison 4. Point Method 5. Consideration  COMPENSATION / SALARY ADAMINISTRATION - used to : 1. Recruit and retain qualified employees 2. Increase or maintain morale/satisfaction 3. Reward and encourage peak performance 4. Achieve internal and external equity 5. Reduce turnover and encourage company loyalty 6. Modify practices of unions  COMPONENTS OF COMPENSATION SYSTEM 1. Job Description 2. Job analysis 3. Job Evaluation 4. Pay Structures TOPIC 2: CREATING EMPLOYEE AND > Heed on psychological safety CUSTOMER SATISFACTION > Promote a diverse work culture -A good environment will help your employees to  The link between employee satisfaction and maintain a good relationship with your customer. customer satisfaction Thus leading to high customer satisfaction. - The products or services you have to offer your customers might be driving factors that lead to 3. Employee Survey customer satisfaction. Thus, one of the most - To have a constant update on how your employees prominent factors that one should focus on is are feeling in the organization, managers can opt customer service. for employee survey. - Excellent customer service is achievable when -Once you gain essential insight into what your your employees are eager to work if the job is right employees think, you can work on the for them. Always keep in mind that employee improvements. With swift action, you can- engagement is the key to achieving employee > Make employees feel valued satisfaction. > Resolve problems - If they are more driven towards their job, they are > Increasing their morale and boost their confidence more successful in bonding with the customers. It shows their level of satisfaction in the organization. 4. Developmental Programs - The majority of today’s workforce is made up of  Satisfied employees are- millennials who are enthusiastic and hard-working. 1. Engaged Employees - Your employees’ level of These millennials are innovative, leaders of their engagement will define their ability to heed to the own, and are on the constant lookout for growth. customer’s problems. - To provide growth opportunities, you can build 2. Successful in Bonding - When your employees effective developmental and training programs for are satisfied with their job, it will reflect in the way the employees. they handle a customer. They will be able to listen It will help them improve their skills, but it will also to their concern, become more respectful, and treat help them become more proficient at their jobs. them well. - This will further cement your employee’s loyalty 3. Positive Energy - Employees who are positive towards the organization. towards their job are enthusiastic and confident. - With adequate developmental opportunities, your This is a crucial factor when customer service comes employees will be satisfied with their workplace. into play. - Furthermore, a happy employee means satisfied and loyal customers, which will grow your presence  Building Employee Satisfaction Leading to in the vast corporate world. Customer Satisfaction 1. Employer-Employee Relationship  WORKPLACE TEAM - The employer-employee relationship is one of the - A workplace team means a group of employees most important aspects of an organization. But, it is who are working together on either a temporary or crucial to maintain an excellent employee-employee permanent basis to achieve a common objective. relationship. - The kind of team that you set up among your - Establishing an excellent employer-employee business employees depends on that employee relationship reduces the chances of conflicts and team’s assigned goal. fosters bonding. It also boosts- - Here are the three most common types of work > Collaboration in the workplace teams: > Improves problem-solving skills 1. Project team – a group of people brought > Fosters a learning environment together to accomplish a particular project, typically, This, in the long run, increases employee when the project ends, team ends. satisfaction and reduces employee turnover. 2. Cross-functional team – made up of employees from different departments or areas of the business. 2. Employee Experience 3. Self-directed work team – a team that - Building a sustainable system where employee determines how it will get a job done and has the experience is the focus is vital. When your authority, and often the budget, to carry out employees get the best experience in an organization, decisions. it brings the best in them. > Create a good working environment  Why customer service is important to like to see in your product or what the biggest pain growing your business. points are. - Providing great customer service can generate - These customer service insights are crucial in more marketing and sales opportunities. So, meeting driving the most critically important product your customers’ satisfaction is paramount to keeping decisions. your business growing successfully. 5. Make better business decisions.  Here are five more reasons why customer - They can help you improve virtually every aspect service is important to your business: of your business. 1. Increase Sales. - Your help desk can also provide an overview of - Customer support isn’t just about retaining CSAT (customer satisfaction) scores and customer customers. It’s also an effective way to increase health indicators. sales. It’s not just your existing customers who have - Or track the most requested customer features. questions — your prospects do too. When you look at a help desk solution, make sure - It’s been reported that 52% of customers will it’s easy to get the insights you need to make faster, abandon online purchases if they can’t find the smarter decisions. information they’re looking for. ------------------------------------------------------------- - Provide online support or easy ways for your reps TOPIC 3: MANAGEMENT OF RECORDS, to get the answers they are looking for. FILING PROCEDURES & RECORD TECH - Save your sale by getting customers and prospects the information they need, when they need it.  What is the importance of filling? - Filing is very important to store and preserve 2. Retain customers office records and documents. It is needed for the - For small businesses, with limited time and protection of record, to provide reference, to settle resources, customer satisfaction is even more disputes, to increase working efficiency, to build important. image etc. - Offering fast, helpful customer service is critical to retaining customers  Needs or importance of filing system can be - Not to mention that happy customers and word of discussed as follows: mouth can also be some of the most effective drivers 1. Protection of records - Filing stores documents for new business. in files and cabinets. 2. Ready reference - Files provide ready reference. 3. Find opportunities to cross-sell and up-sell 3. Legal evidence - This is another importance of - Your current customers can be one of your best proper filing system. sources of business. 4. Efficiency - Good filing system increases office - Customer relationship management (CRM), efficiency. everyone at your company can be in the know about 5. Planning and control - Filing provides customers. information for formulating plans. - Sales knows when a customer needs help. 6. Follow-up actions - Filing is important for - When you share customer information, product follow-up actions. insights, and support metrics across the company, 7. Image building - Filing is also important to build not only can everyone be more productive and do a and maintain the image of the organization. better job of building relationships, but you can uncover opportunities to cross-sell and up-sell  RECORDS MANAGEMENT customers. > Records is something that represents proof of existence and that can be used to recreate or prove 4. Improve the products and services you offer state of existence, regardless of medium or - A good customer service application will gather characteristics, record can be created or received by information from a huge variety of sources across an organization in pursuance of, or compliance with your business and beyond. legal obligations or in the transaction of business. - It can tell you how customers are interacting with Records can be tangible or intangible your product and if they’re having problems. - If you categorize your cases carefully, you can see >Records management (RM) also known as what modifications and features customers would record and information management or RIM, is the professional practice of managing the records of an organization throughout their life cycle, from the filing clerk can send the required paper to the time they are created to their eventual disposal. concerned officer on the specified date. This includes identifying: 6. RETRIEVAL Identifying, Classifying, Storing, Securing, - Whenever any file needed by the executive for any Retrieving, Tracking, Destroying or permanently reference, it should be removed from the cabinet preserving records. only when a written requisition is sent by him. On receipt of the requisition, the filing clerk should  FILLING RULES AND PROCEDURES - prepare an “Out guide” or out card. STEPS IN OFFICE FILLING - A notation should be made on the out card as to the PROCEDURE date of withdrawal, the name of the person who has 1. ORDER TO FILE withdrawn the file and the approximate date by - All documents need not be filed because all papers which it should be returned. The out card is put in are not equally important. Hence, a responsible the place of the file on the document in the folder, officer should decide whether the record in question which is removed till the file, or the paper is is to be preserved or not. Therefore, no document returned back. should be filed unless the concerned official orders - The records should be periodically verified say it to be filed. He should write the order, sign it and once in two weeks or once in a month and a list of put the date. Only such documents should be filed. overdue records or files is prepared. Requests should All unnecessary documents, therefore, shall not get also be sent to the concerned officials who are accumulated in the folders. keeping the file to return them. 2. PREPARATION 7. RETENTION - In preparing the record filing, the record clerk - Some documents due to their legal requirements or should read the paper and ascertain its filing active use should be retained for a long period. The classification. All related papers should also be management should therefore lay down a definite attached to the main record. Ruth L.Moore house policy of records retention and destruction. suggests that they should be stapled in the top left hand corner.  ELECTRONIC RECORD KEEPING - The papers should be then punched if they are to - Most businesses use accounting software programs be fastened in files or folders. The record should be to simplify electronic record keeping and produce marked or indexing for classification with a colour meaningful reports. pencil or by encircling key words or numbers on the > Advantages: record. If necessary, a cross-reference should also be - Helps you record business transactions, including made on the record. income and expenses, payments to workers, and stock and asset details. 3. SORTING AND FILING - Efficient way to keep financial records and - After coding, indexing and cross-referencing, the requires less storage space. papers should be carefully filed in the correct - Provides the option of recording a sale when you classification. If necessary, the folders should be raise an invoice, not when you receive a cash removed and opened flat, and the latest record payment from a client. should be placed on the top. Chronological order is - Easy to generate orders, invoices, debtor reports, an accepted practice, because this would help the financial statements, employee pay records, staff to locate the document easily in case of future inventory reports. reference. - Automatically tallies amounts and provides reporting functions. 4. FOLLOW UP SLIP - Keeps up with the latest tax rates, tax laws and - Some documents — for instance purchase orders, rulings. bills for payments etc. require follow up action. The - Many accounting programs have facilities to email concerned executive should note the follow up invoices to clients, orders to suppliers, or BAS instructions. The filing clerk should then prepare a returns to the Australian Taxation Office. follow up slip and should attach it to the relevant - Allows you to back up records and keep them in a paper on files. An extra copy of such paper may be safe place in case of fire or theft. kept in the follow up file as a reminder so that the  ELECTRONIC BACKUP 3. Stick to your schedule. - Set up a secure electronic backup system to ensure > Create an agenda that lays out everything you plan records are safely stored and regularly backed up. to cover in the meeting, along with a timeline that Daily backups are recommended, particularly for allots a certain number of minutes to each item and important records. Make sure the backup copies are email it to people in advance. stored in a separate location to your business in case - Once you’re in the meeting, put that agenda up on of fire, theft or a natural disaster. a screen or whiteboard for others to see. - For small businesses, the cheapest backup options are CDs and memory sticks. If your business has 4. Take no hostages. large amounts of data, external hard drives are a > Nothing derails a meeting faster than one person popular backup option. talking more than his fair share. ------------------------------------------------------------- - If you notice one person monopolizing the TOPIC 4: Arranging Meetings & Conferences conversation, call him out. Say, “We appreciate your Developing Effective Meetings, Conferences & contributions, but now we need input from others Travel Arrangements before making a decision.” Be public about it. Establishing ground rules early on will create a > Meeting is an assembly of people, especially the framework for how your group functions. members of society or committee for discussion or entertainment. 5. Start on time, end on time. > Conference is a formal meeting for discussion, it > If you have responsibility for running regular is a formal gathering where people talk about a meetings and you have a reputation for being chosen topic someone who starts and ends promptly, you will be “By failing to prepare, you are preparing to fail” amazed how many of your colleagues will make - Benjamin Franklin every effort to attend your meetings. - People appreciate it when you understand that their  HOW TO RUN EFFECTIVE MEETING time is valuable. Another note on time: Do not AND CONFERENCES schedule any meeting to last longer than an hour. 1. Make your objective clear. Sixty minutes is generally the longest time workers - A meeting must have a specific and defined can remain truly engaged. purpose. > Before you send that calendar invite, ask yourself: 6. Ban technology. - What do I seek to accomplish? > The reality is that if people are allowed to bring - Are you alerting people to a change in iPads or BlackBerries into the room, they won't be management or a shift in strategy? focusing on the meeting or contributing to it. - Are you seeking input from others on a problem - Instead, they’ll be emailing, surfing the web, or facing the company? just playing around with their technology. Eyes up - Are you looking to arrive at a decision on a here, please. particular matter? - Standing meetings with vague purposes, such as 7. Follow up. “status updates,” are rarely a good use of time. > It’s quite common for people to come away from the same meeting with very different interpretations 2. Consider who is invited. of what went on. > When you’re calling a meeting, take time to think - To reduce this risk, email a memo highlighting about who really needs to be there. what was accomplished to all who attended within - If you’re announcing a change, invite the people 24 hours after the meeting. who are affected by the announcement. - Document the responsibilities given, tasks - If you’re trying to solve a problem, invite the delegated, and any assigned deadlines. That way, people who will be good sources of information for everyone will be on the same page. a solution. - When people feel that what’s being discussed isn’t “Running a conference can be a massive relevant to them, or that they lack the skills or undertaking. And the bigger the event, the more expertise to be of assistance, they'll view their variables there will be to address, be mindful of and attendance at the meeting as a waste of time. plan for.” - Walt Disney  Key Steps Needed To Ensure Your Event 6. Choose your speakers carefully. Connects With Your Audience. - Depending on the size and nature of your event, you can also put the call out for speakers and have 1. Work out the key details in advance. them apply to win a spot on your roster. Naturally, - It’s important to set yourself up for success. So, there are speakers and presenters in your industry while the temptation might be to gloss over the finer that are more credible, authoritative, notorious, details of running a conference, you have to take the popular or something else. Consider what prominent time to think ahead about how it’s all going to come experts you could bring in based on their availability together -- or your event could end up a disaster. and your budget. - What are your goals for your event? What do you hope  TRAVEL ARRANGEMENTS to achieve? - A plans for where and when you are travelling, - Who is this event for? Why will these people attend? how you are travelling, and where are you sleeping. - When and where will the event take place? What should >Making travel arrangements for a business a ticket cost? trip is something that most people will have to do - How much will the event cost? What is your budget? - Who is going to speak at your event? How will the many times over the course of their career, but for schedule be organized? those who are new to the process, it can seem intimidating and confusing. 2. Determine what your value proposition is. > Consider following these steps. - As with any product or service, you must be clear 1. Prepare a Preliminary Itinerary - Everything on what your guests will walk away with after from the location of the hotel to the flight times that attending your conference. And, depending on who are selected should be based around the schedule, so your target audience is, that’s going to vary. it is important to develop this schedule before making travel arrangements. 3. Choose the perfect venue. 2. Look for Flight Times at Convenient Times - - Your venue can make or break the event. That may The flight times that are selected for a business trip at first seem like an overstatement, until you are critical. Most people may have a busy schedule consider all relevant factors. A great venue should at home and may want to leave as late as possible offer a "hallway" area in which attendees can and arrive back home as soon as possible. network during the breaks, as well as be a relatively 3. Consider Trip Packages - With business travel private area for the event. arrangements, there may be less pressure to find a great deal than if a traveler is making personal travel 4. Decide the best time to hold your event. plans. However, most business travel arrangements - Give yourself plenty of time to plan for your event. will need to be approved by the company or If you have too tight of a deadline, many things business first, so it is wise to shop around to find the could fall through the cracks. Additionally, you'll best deal available. want to do some research and uncover any 4. Reserve a Car - In some cities, reserving a car is competing events occurring. Another benefit of not necessary, but car travel continues to be one of deciding your event in advance advance is giving the most convenient and fastest ways to travel in your potential audience plenty of notice. most cities. 5. Find a Conveniently Located Hotel - This will 5. Choose the perfect venue. reduce travel time between the hotel and meeting - Your venue can make or break the event. That may places, and this can reduce stress and make the trip at first seem like an overstatement, until you more enjoyable. consider all relevant factors. A great venue should 6. Get Approval and Print Receipts - With most offer a "hallway" area in which attendees can business travel plans, it is necessary to get internal network during the breaks, as well as be a relatively approval from the business for the cost of major private area for the event. items such as the hotel and flight and be sure to print Set your budget. out receipts for the flight, hotel and more. - Taking all considerations into account, how much 7. Gather Travel Documents and Reservation will your event cost? Assess the pertinent areas, Numbers Together - A final tip to follow when including the venue, speakers, entertainers, catering, making business travel arrangements is to gather staffing and the like. together all travel documents and reservation numbers. There may be reservation numbers for flights, the hotel, the rental car service and more.