The best organizations in the world have been described to have good employee management and customer satisfaction practices. FedEx has been highly ranked by the Fortune magazine as one of the places to work due to developing human resource programs that have served as a benchmark for many companies in the world. The people service philosophy in the organization focuses on meeting the needs of the employees by developing their skills to fit in the ever changing organizational environment (Prashanth, 2013). This creates a work environment that takes every employee to work with. This report describes how human resource management departments meet employee expectations through work experience and on the job training.
Employee expectations have been changing in the recent years, where employees are placing more expectations to the organization rather than on themselves. Employee expectations relate directly to work engagement levels which satisfy both the organization and the employee. FedEx seeks to ensure that all its employees are committed, satisfied and can fully fit within the organization. As an employee who works at FedEx, I joined the organization with clear expectations of getting a job with clear terms of references and adequate support from the organization both within my team of fellow workers and from management.
Through a systematic process of recruitment and selection, the human resource management ensures that they recruit only employees who are willing and ready to work with the organization. Recruited employees are taken through organizational expectations, orientation and training which ensures that they understand the philosophy, policies and the nature of relationships that exist (Ishak, Eze & Ling, 2010). This is a way of aligning employee expectations with organizational expectations. Through orientation and training periods new employees have the opportunity to interact with others and form team bonding sessions that allow recruits to easily settle into the system. FedEx recognizes that every employee has individual expectations and thus it is the role of the human resource management to align these expectations to organizational advantage (Prashanth, 2013). Employee expectations are satisfied through creating relationships between co-workers that contribute to organizational goals. This makes work meaningful and allows every employee to utilize their skills. During interactions employees recognize the fact that promotions are based on merit, and thus those who work hard will get promotions. The promotion from within policy seeks to create new leaders from every recruitment and selection, process in the organization. This is one way of keeping the company philosophy alive and surviving in the market.
Every employee who is recruited into an organization is in a state of culture shock since they are not aware of the organizational culture that exists. The human resource management team in FedEx ensures that employees can easily acquire knowledge on the organization through orientation and training. Training seeks to empower employees with relevant skills that can enable them handle work situations and at the same time rely on other team members to handle their expectations (Prashanth, 2013). The HR managers conduct various kinds of training programs to employees for improving the efficiency of employees. In such a way employees acquire relevant knowledge and information from HR managers to be applied in organizational processes. The human resource department plays important role between employers and employees (McGovern, 2012). It provides roles and responsibilities to employees for doing work effectively.
Teamwork is widely used as a management tool to ensure that employees work together to create solutions to customer needs. FedEx recognizes that its chain of business depends on different categories of employees whose roles are connected to the customer. Team collaboration also provides benefit to employees since they explore different opportunities to develop innovations for the future (Prashanth, 2013). Through a team environment, employees are free to explore every level of creativity that they have to achieve organizational goals. Jensen, Johnson, Lorenz, & Lundvall (2007) suggest that team collaboration increases problem solving abilities and reduces conflict at the workplace. In team collaboration, new employees learn from other employees by working together on common tasks. This improves the productivity of employees and provides motivation to employees. The employees can share their knowledge and experience through team collaboration at the workplace. It creates flexibility among employees.
Overall employee management is part of ensuring that the organization can determine the relevant areas that need training and development. The way management handles organizational decisions and responds to employee’s issues forms a clear learning process. Employees learn leadership and communication skills from the employers to perform their work. In such way employees are motivated and inspired by the supervisors. They learn that how to make effective decisions and how to handle critical situations (Lechner, 2012). Through communication and appraisal, manages assist employees to set clear goals that are aligned with the organization and also meet their personal expectations. This is achieved through clear communication processes within different levels in the organization. With a work force of over 200, 000 employee’s FedEx has created a forum for communication and addressing employee grievances that are heard up to three levels of management (Prashanth, 2013). Further, open door management policies have been adopted as a way of including junior employee in raising management issues that are of great concern.
On the job training is one of the earliest training methods that allows new employees to learn how to do tasks by watching, following and learning from the activities of the job. Many organizations have adopted the strategy due to its increased benefits like easy of arrangement or management and also limited resource are required. This are flexible methods that allow employees to easily fit in and perform their roles through the assistance of a fellow employee (Montgomery, 2007). FedEx has several on the job training methods that have been highly effective in creating a pool of talents for the organization. Truax & Carkhuff (2007) suggest that the methods used include; as job rotation, coaching, job instruction and apprenticeship. The methods work well for new employees since they allow them to experience the aspects of the job as they learn. This is better than orientation and training which focusses on the theoretical aspects of the job.
Job rotation seeks to rotate employees by assigning them different jobs throughout their employment period. It seeks to reduce the power of specialization and create a flexible workforce that can carry out any task. According to Jorgensen, Davis, Kotowski, Aedla, & Dunning (2005), it reduces monotony of work and increases retention since it allows employees to change employment stations thus relieving stress and giving them an opportunity to exhibit other abilities. FedEx can use this on the job training method to create a workforce that understands all organizational processes thus reducing reliance on some individuals.
Coaching seeks to help employees in career development and long term work places strategies within the organization. Managers can act as coaches to employees by helping them set their career priorities and determine areas of training and development that need to be focused on (Black, Lynch, & Krivelyova, 2004). This improves the career aspirations of the employee while the organization benefits by reducing turnover levels. FedEx can implement this strategy to ensure that employees are mentored, motivated, assisted in setting goals and also building confidence at work.
Apprenticeship is a training system that is suited for new generation practitioners that applies both on the job training and study. It is especially useful for practitioners who are in a field that requires licensing. The training method is based on working for an employer who helps them learn their profession in exchange for the labor that they provide (Black, Lynch, & Krivelyova, 2004). FedEx has achieved this on the job training method through internship programs that recruit young graduates every year. This method has been used in identifying talent among young professions and retaining them in the organization.
Committee assignments entail employees asking problems to their supervisors related to the tasks and authorities. It is an interactive process between managers and employees through seeking solutions to issues that relate to work (Alcover, Topa, Parry, Fraccaroli, & Depolo 2014). By asking questions and interactive with their seniors employees learn patterns of decision making employed in the organization thus increasing their capacity and confidence to execute tasks. This is a relationship building strategy that can be employed by FedEx to close the gap between management and subordinates.
On the job training can be used to bring value to the organization through improving the skills, knowledge, and competencies of employees. This flexible method uses existing work place tools, documents, knowledge and skills to increase the effectiveness of other employees through an interactive process. Montgomery (2007) states that the methods are good for the company since they cover both new and old employees. The methods offer cost effective strategies for improving employee skills and they can be easily evaluated based on the performance of the employee after a certain duration of time (Rummler & Brache, 2012). Therefore, job rotation, apprentice ship, coaching and committee assignments can be used as on the job training methods by FedEx to improve organizational capabilities through employee efficiency.
Conclusion
This report shows that organizations that organizations can improve their business processes through human resource development process that are organized to fit both the needs of the employee and the organization. Through meeting employee needs FedEx achieves customer satisfaction by creating a team of employees that work hard to meet organizational goals. Through proper recruitment, training and development and also employee support activities, the organization has built a great workforce and enjoys higher employee satisfaction and retention levels. Therefore the human resource department needs to fulfil expectations of employees by putting structure sin place that ensure new employees internalize settle down faster to meet their job expectations. Through relevant organizational support processes, the employee’s capacity to perform their responsibilities is improved thus meeting their expectations.
References
Alcover, C. M., Topa, G., Parry, E., Fraccaroli, F., & Depolo, M. (Eds.). (2014). Bridge employment: A research handbook. Routledge.
Black, S. E., Lynch, L. M., & Krivelyova, A. (2004). How Workers Fare When Employers Innovate. Industrial Relations:. A Journal of Economy & Society, 43(1), 44-66.
Boselie, P. (2010). Strategic human resource management: A balanced approach. Tata McGraw-Hill Education.
Ishak, N. B., Eze, U. C., & Ling, L. S. (2010). Integrating knowledge management and human resource management for sustainable performance. Journal of Organizational Knowledge Management, 2010, 1-13
Jensen, M. B., Johnson, B., Lorenz, E., & Lundvall, B. Å. (2007). Forms of knowledge and modes of innovation. The Learning Economy and the Economics of Hope, 155.
Jorgensen, M., Davis, K., Kotowski, S., Aedla, P., & Dunning, K. (2005),. Characteristics of job rotation in the Midwest US manufacturing sector. Ergonomics, 48(15), 1721-1733.
Lechner, M. (2012). Training the East German labour force: microeconometric evaluations of continuous vocational training after unification. Springer Science & Business Media.
McGovern, P. (2012). HRM, Technical Workers and the Multinational Corporation. Routledge.
Montgomery, D. C. (2007). Introduction to statistical quality control. John Wiley & Sons.
Prashanth, K. (2013). Human Resource Management: Best Practices at FedEx Corporation. IBS Center for Management Research.
Rummler, G. A., & Brache, A. P. (2012). Improving performance: How to manage the white space on the organization chart. John Wiley & Sons.
Truax, C. B., & Carkhuff, R. (2007). Toward effective counseling and psychotherapy: Training and practice. Transaction Publishers.
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