When covering with a call Centre for a high street bank, can we utilize the same Human Resource Management ( HRM ) scheme for operate a capital intensive high-tech fabrication works? As it has been argued and provided, there are no best Hour patterns would suit for all the companies. Therefore the purpose of this essay is to compare the differences between HR schemes in these two types of houses based on some analysis about their ain feature on HR degree.
The workers in a high-tech works, since their occupation are non to execute in dealing processing, everyday undertakings or simple prioritization of work, are frequently regarded as technicians or cognition worker ( Peter Drucker ca. 1959 ) . They normally have high instruction background which is relevant to their occupation in the works, and are different from traditional workers in a labor-intensive mill. Since the house will pay them a big amount of money, their demands are frequently higher than traditional workers harmonizing to Maslow ‘s hierarchy of demands ( 1943, Abraham Maslow ) . In other words their purpose of work is non merely gain money to last but besides chase occupation satisfaction. Thus the company should no longer see their cognition worker as a sort of cost, but as the works ‘s capital, and use many regulations and rules can non be the proper attack of HR direction. Because the agencies of production of the cognition workers ‘ are their cognition, which is a big amount of assets while has fluidness, cognition workers are less rely on the company. As first-class cognition workers loss is a big loss for the company, the HR attack to this sort of works should take at do the staff status stalls.
Mahen Tampoe ( 2000 ) has mentioned four major factors of motive best tantrum for cognition workers, they are “ personal growing ” , “ occupation freedom ” , ” work accomplishment ” and “ money and luck ” . In the follow portion, we will seek to give several proper attacks of HRM to fit these four factors.
First of wholly, from the enlisting, the works should seek to use the individual non merely have good cognition about the work, but besides have honesty and motive. Thus the interview should be good prepared and the enlisting scrutiny should be good designed every bit good. Although we can non acquaintance person by merely one or two interviews, but the HR staff can hold a general image of whether the individual ‘s characteristic is tally with the works ‘s demands though meticulously prepared inquiries and subjects. What is more, the accomplishment of solve practical jobs and the potency of invention can be tested when enlisting. Obviously hire first-class cognition workers can both lower the cost of endeavor direction and the hard of direction, and the HR subdivision should pay attending on that.
Second, we must assist the cognition workers achieve their occupational dreams harmonizing to their ain interesting and pursue. Other than money, the cognition workers concern about to develop personal growing and skill update. Knowledge workers are frequently the people who have received many congratulations when they grow up, which makes them have high outlook for themselves. However, in a new work environment where there are many other good people around them, the cognition workers may experience they are non valued as they used to be. Thus we need to assist them to put up communicating with each other, and allow them recognize that they can larn a batch from first-class people to do so even better. Then the cognition workers can halt self-pity and work harder and harder to trail dreams and exploit potency. Besides, the works should seek to supply a illimitable infinite of publicity for staff who have a clear calling development path. For other workers who want to develop new businesss, we have to do certain that they can accomplish “ function dealing ” after they meet the indispensable demands.
Third, we need to put the measure of progress for workers. There are some people who have merely graduate from college or have non much experience, so we must form the workers with many pattern experience and cognition to take the green manus on the work. Group survey will be encouraged and technique preparation will offered hebdomadally. In this manner, the recruit can be familiar with their occupation and contribute to the works quicker. Then in the following periods, the once-trainee can be a coach of other people. In a work, with the set up of these stairss, cognition workers can happen their infinite to development.
Fourthly, a alone corporate civilization is necessary for our works. Some of the staff may from other metropoliss or even other states. So we are confronting a grave job about how to do different workers who have different background work efficaciously. As a consequence, we can turn the works into a acquisition organisation which “ facilitates the acquisition of its members and continuously transforms itself ” ( PEDLER, M. , BURGOYNE, J. AND BOYDELL, T. 1997. ) . And there are five facets we shall take attention: A Learning Organization has five chief characteristics ; systems thought, personal command, mental theoretical accounts, shared vision and squad acquisition ( SENGE, P.M. 1990. The Fifth Discipline ) . The benefits of a learning organisation can be assorted. We can continue degrees of invention and remain competitory and being better placed to react to external force per unit areas ( MCHUGH, D. , GROVES, D. AND ALKER, A. 1998. Pull offing Learning: what do we larn from a Learning Organization? ) . And the works can Have the cognition to better associate resources to client demands improve quality of end products at all degrees, Improve corporate image by going more people oriented and increasing the gait of alteration within the organisation ( PEDLER, M. , BURGOYNE, J. AND BOYDELL, T. 1997. )
Finally, when a worker chooses to go forth our company and trail a much great accomplishment, what we can make is to understand, accept and bless. After all, they have one time created value for us.
In decision, workers in a high-tech, capital intensive works are belong to the high-involvement work system which strengthen the duties of workers and increase their decision-making powers, coercing a greater investing in employee development and public presentation inducements. So we need to give them adequate power, information, wages and cognition to do them accomplish occupation satisfaction.
On the other manus, to put up a call Centre for a high street bank is non the same as we did supra. For the works, the workers ‘ invention and cognition are most of import, because they have to make value for the works. For the call Centre, nevertheless, the staff ‘s purpose is to maintain the quality of their service, seek to do fewer errors and uphold the good will of the bank. In other words, the telephone operators ‘ first-class work has about nil to make with the development of the concern, but their errors can be fatal for the bank. So the work system of the call Centre is a sort of work system between Tightly constrained and Unrationalized labour intensive
As a consequence, the most of import different from the HR attack of the high-tech works is developing and public presentation reappraisal.
Since the service offered by the telephone helper is standard, education demand is non every bit high as works and the Preservice preparation must be rigorous. Staffs have to larn all the rules by bosom, and this can be checked in regular tests during and after preparation.
The public presentation reappraisal is the most effectual attack in work procedure. One sort of public presentation reappraisal purpose at doing periodic judgements. The 2nd sort is the uninterrupted reappraisal that goes on during the daily, week-by-week public presentation of the occupation. The first sort is what is frequently referred to as the “ one-year reappraisal, ” and it comes at the terminal of a twelvemonth. If that is the lone clip an employee can happen out how good he or she is making at work, the effects must be unequal. We usually do non make one-year reexamine with people who serve us for a consideration — our Barber, our hairstylist, or the child who mows our lawn, the same thing happens to the telephone operators excessively. Custom give them immediate feedback on a short-run footing, with corrections done while the work is traveling on in many instances.
Behaviourally, the most effectual public presentation reappraisals include both immediate and periodic reappraisals. We can allow people cognize how good they are making in their work while they are making it by specifying some ends up front — major countries of duty — plus some criterions of public presentation. These are statements of conditions that will be if the occupation is being done good or ill. Under such a program, people should be able to mensurate their ain public presentation while they are working. That manner they can go self-rewarders or self-punishers, and execute under self-denial at the same clip they are working under managerial control. The managerial controls enter when the duties and criterions are being agreed on. If employees can see that they are losing their marks, they can do disciplinary accommodations as they work without the demand for close managerial supervising.
All in all, HR direction in a capital intensive hi-tech works has several differences from the call Centre for a high street bank based on different sort of staff and work end or we can state they belong to different work system. We need to utilize different attacks to satisfactory the worker while make net income for the company.
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