In present days, the numbers of Administrative and Support service sectors are increasing in Australia due to public interest and most of the customer support sectors also contribute huge amounts for the development of this country. For that reason, the government also supports the entrepreneur to expand their business in different places (Siew et al., 2017). The Human resource management plays a vital role in managing the employees and main responsibilities of the HR manager are to maintain proper communication with each and individual employees to recognize their requirement to manage the day to day operation in a smoother manner. According to the research, it has been recognized that the employee retention rate of Administrative and support service industry is very low due to lack of motivation and high work pressure also hampers the work-life balance of all the employees (Collings, Wood & Szamosi, 2018). This particular project generally focused on the responsibilities of an HR manager to maintain the employee retention rate in these sectors. At the same time, this particular project will indicate all the problems that employees faced in this industry lead to increase the rate of employee turnover.
The research problem is one of the important parts of every research project that generally signifies the detailed problem of an organization or industry. Most of the Administrative and support service sectors jobs are target based and the higher management also forced the employees to fulfil their target and sometimes excessive pressure generally hampers the psychology of all the employees (Aguenza, & Som, 2018). Lack of proper leadership and motivation generally crates conflict between management and employees. At the same time, proper communication between human resource managers and employees but the lack of cooperation generally create chaos in the organizations and that generally hampers the overall work environment of the organizations (Russell et al., 2017). It has been identified that majority of customer support industry in Australia also faced problems due to negative behaviour of the employees. Management needs to provide training to all the employees to improve the performance of each and individual employees but lack of proper training and skill development generally reduce the confidence of all the employees leads to decrease employee retention rate.
The aim of this research is to recognize the role of Human Resource management in maintaining different strategic solutions to improve the rate of employee retention in Australian Administrative and support service industries.
On the basis of given problem statement different objectives has been selected to get validate outcome of the project. The objectives are highlighted below.
Based on above aim and objective some research question also framed to gather different information from existing literatures. The questions are depicted below.
The Administrative and support service industry of Australia is very competitive all over the world and it sectors also contribute a huge amount to the government for the development of Australia. For that reason, these sectors are one of the burning research topics for the scholars. The identification of all the issues and provide probable solution also helps to improves the overall position of Australian Administrative and support service sectors leads to improves the overall economy of this country (Siew et al., 2017). At the same time, identification of different responsibilities of HR managers in this industry will also help the organization to manage their administrative position effectively leads to get more competitive advantages in the operating market. Identification of different strategic solution will also help the business organization to reduce the rate of employee turnover leads to improve overall financial position and organizational brand image.
Major Issues of Employee Retention in different Business Organization
Administrative and support services include the call centers, commercial cleaning jobs, debt collection, temporary staff services, placement/ recruitment services etc. A huge number of people is currently working in this industry but according to research, it has been identified that the rate of employee turnover is increasing rapidly due to lack of proper motivation Roberthalf, 2018. The recruiting of new staffs, retaining of employees and managing organizational resources is important for all the business organization to improve overall organization position as well as brand image. One of the major reasons for employee turnover is lack of motivation. The leaders and the Human resource managers have the responsibilities to motivate all the team members to achieve their target efficiently (Academia, 2018). According to the unfolding model organizational change is one of the main reasons for increasing employee turnover rate. This particular model also signifies five different pathways that describe the decision to quit. The loss of social capital or employees can hamper the overall organizational workforce.
The human resource managers play the vital role in managing the employees and other organizational resources. At the same time, HR managers also measure the performance of each and every employee and if an employee is unable to perform perfectly the managers provide training on the basis of requirement ResearchGate, 2018. Recruitment of candidate and employee retention is the main responsibilities of Human resource managers. Implementation of different policies and procedures are important for all the business organization and that generally helps higher management to maintain a proper corporate culture in the workplace leads to the comfortable working environment. All the employees want flexible working time and a comfortable working environment and it also provides the employee’s job satisfaction leads to improve the overall retention rate. As per the viewpoint of Roberthalf, (2018), it has been identified that the main objectives of all the business organization are to increase its financial position as well as the brand image to gain more competitive advantages.
Human resource managers mainly recruit the candidates based on knowledge, personality, skills and experience so that it is important for the managers to recognize the performance of each and every employee. The human resource managers need to send the performance report of the organization to senior management. For that reason ensure the performance of each and individual employees are vital so that HR managers also provide training and skill development program to all the employees to improve its performance. As per the viewpoint of Academia, (2018), most of the Australian business organization faced labour problems and failed to manage the labourers due to lack of proper coordination, motivation and communication between managers and workers. To improve the rate of retention it is important for all the organization to use proper leadership that will act as a bridge between managers and other workers.
Job satisfaction, working environment, work-life balance are the main reason for job satisfaction and the majority of workers want a flexible working schedule. Senior management of Administrative and support service industry also conducts half-yearly meetings with the employees and also involves the employees in the decision-making process ResearchGate, 2018. This strategy also attaches the employees psychologically with the organization leads to improve employee retention. The managers need to clarify the candidate with a view to working pressure and other responsibilities during the interview and that generally helps the employees to set their mindset for this type of services (Academia, 2018). Maintain transparency with the employees also helps to improve the rate of employee retention.
Research methodology is one of the vital parts of all research projects. Research methodology indicates the collection of different validates information to complete the research project successfully. Secondary research data such as data from govern organizations and various websites has been used to perform analysis. At the same time, research methodology also helps the analyst to recognize different independent variables or factors that are directly related to research objectives.
In this section, the Analyst needs to select the proper research philosophy. In case of this research project, Interpretivism has been considered because Interpretivism research philosophy generally signifies the approach of social sciences and that will help to get reliable and validate the outcome of the project. Selection of research approach is important and it can be divided into two major parts such as deductive research approach and Inductive research approach (Marczyk, DeMatteo & Festinger, 2017). Deductive research approach signifies the testing of theories from the existing literature and the other is an inductive approach that mainly indicates the emergence of new theories based on existing theories. To complete this research project deductive approach has been considered because it generally signifies the observation of existing theories. At the same time, a collection of research data is one of the essential parts of the research project. In this particular project, secondary data from different validate sources have been considered.
On the other hand, analysis of secondary research data also helps to get a better outcome. Descriptive analysis has been performed on the basis of different secondary information from authentic websites (Creswell & Creswell, 2017). The analyst will review all the gathered information and generalize it for analysis. Qualitative analysis refers to the exploratory research that also helps to understand different variables and factors such as various underlying reasons, motivational factors and opinions that helps the analyst to get a reliable outcome from the research project.
To identify the major issues of Australian Administrative and support service industry different currently published journals, books and newspaper have been used to gather related information about this industry.
What are the major issues that hamper employee retention in Australian Administrative and support service sectors?
According to research data, there are different factors such as motivation of the employees, current trends, cultures of local community and the level of education generally influences the support services (Vishwakarma, & Rao, 2017). The level of expectation is also changing day by day so that also hampers the motivation as well as the confidence level of the candidates. In Australian customer service a centre, workplace diversity is higher so that one employee hesitates to talk to others leads to hampers the communication as well as overall organizational performance.
Apart from that manage organizational culture is important for the managers and it is necessary to follow the six dimension of cultures such as equality versus inequality, femininity versus masculinity, individualism versus collectivism, indulgence versus resistance and temporary orientation (Martinus, & Biermann, 2018). These factors generally help this industry to create a perfect atmosphere in the workplace leads to effective communication between the employees as well as improve the organizational position (Deery, & Jago, 2015). All the organization needs to distribute the power equally and needs to respect all the team members that will improve the psychology of the employees leads to improve retention rate.
What are the major Human Resource Models and frameworks that help HR manager to maintain the workforce in Administrative and support service sectors?
The researcher has proposed different Human Resource models that are very effective to manage the workforce of a business organization proficiently. The proposed model is the Fomburn Model, the Guest Model, The Warwick Model and the Harvard Model.
According to Fomburn model, the human resource has the basic four functions such as selection, development, appraisal and rewards. Those four factors also help the organization to improve its effectiveness and performance. At the same time, the Guest model generally signifies the specific strategies of HR managers that will provide a good outcome for the organization. this model also has six logical components such as strategy of HR, practices of HR management, HR outcomes, performance result, behavioural outcomes and financial performance of the organization (Management Study HQ, 2018). Apart from that, the Warwick model generally based on five elements such as Macro environments, microenvironments, overall business strategies and Human resource management context and HRM content. This model is not suitable for Administrative and support service industry because this model mainly focused on the business position of the organization (Ahammad et al., 2016). The Harvard Model also based upon six critical factors such as situational factors, HRM policies, HRM outcomes, stakeholders interest and long-term consequences of the organization so that it will be very effective for Administrative and support service industry to improve the rate of employee retention.
The human resource managers have the main responsibilities to understand the each and every requirement of all the staffs and needs to fulfil their requirements to attach them psychologically with the organization. Manage employee benefit programs is the primary focus of the Human Resource managers. As per the viewpoint of Newell & Scarbrough (2017), in case of customer support and Administrative support industry, the human resource managers need to maintain proper discipline in the workplace.
The Human resource department has the ability to influence the organizational change for maintaining organizational culture as well as employee engagement (Goetsch & Davis, 2014). At the same time, the HR also needs to implement instant decision to manage the workplace situation. HR managers need to cooperate with the staffs and also needs to provide the staffs with proper training to improve their interpersonal skills to preserve the work culture in an efficient manner.
What are the different employee engagement models or frameworks that Helps HR manager to improve the employee retention rate in Australian Administrative and support service sectors Significance of the Research?
All the organizations generally encourage their employees to remain long period with the organization and that will provide the organization different outputs (Stone & Deadrick, 2015). There are different models that can improve the retention rate n Administrative and support service industry of Australia.
According to Zinger model employee retention is the science and art of engage the candidates to connect with strategy, community, relationship, organization, performance, development etc. the management needs to maintain the set of behaviors, rights and obligations at workplaces and needs to guard the employees to build a good relation leads to provide psychological satisfaction (Jain, 2017).
Based on ERC’s retention model it has been identified that motivational leadership, proper reward and stimulation of work are the essential elements that can increase the rate of retention in this industry (Mahal, 2018).
Based on above analysis it has been identified that the Administrative and support service industry of Australia is facing the problem of employee retention and that number of employees also reduced in comparison to the financial year 2016 (Taylor et al., 2018). It has been identified that Human resource managers are directly responsible to maintain employee retention because the turnover of employees generally depends on the culture of the workplace and low job satisfaction. At the same time, the Human resource managers generally follow different policies and models to manage the overall organizational position (Braithwaite et al., 2017). It has been identified that the Harvard model of Human resource management is most suitable for this industry because it mainly focused on different HRM policies such as employee influence, reward system, commitment, competences, cost effectiveness, societal wellbeing etc. that are urgent factors to enhance the overall workplace culture (Brewster, Chung & Sparrow, 2016). The senior management of the organization needs to involve the employees in the decision-making process and encourage them to achieve the personal as well as corporate goals effectively.
On the other hand, this study also indicates different models of employee retention and that is also effective for this industry to reduce the employee turnover rate (Warmerdam et al., 2017). There is a difference of performance and skills between the employees for that reason it is important to provide proper training to the employees and that will increase self-confidence leads to fulfil corporate objectives efficiently (Campbell & Withers, 2017). Most of the organizations maintain equal power distribution among employees and needs to follow the six dimensional cultural models for sustainable organizational development. Different strategic decision and upgradation of HR policies also help the organization to improve its current workforce and operational excellence leads to improve employee retention rate in the Australian Administrative and support service industry.
Conclusion and Recommendation
Conclusion
Based on the above project it has been identified that there are different human resource models and policies that help the organization to improve its culture and workplace behaviour leads to get an effective working environment. The senior management teams also need to evaluate the internal organizational position to make effective decision to improve culture, beliefs and communication among the employees. Use of different employee retention model such as Zinger Model, ERC’s model also helps this industry to manage employee retention issues of this organization. In this regard the use of Harvard model, Guest model and Fomburn model will also help this industry to improve the engagement of employees for long-term development of the organization.
Primarily, the HR managers needs implement advanced information system in the organizations to maintain proper communication among the team members to maintain organizational workforce in an effective manner.
Secondly, the Human resource managers needs provides rewards to the customer on the basis of their performance at the same time organize corporate social responsibilities program with all the employees also provides satisfaction and that build proper relation among the employees (Martinus, & Biermann, 2018).
The manager needs to measure the performance of each and individual staffs and if the staffs are able to fulfil their targets needs to provide different motivational rewards to maintain the performance level.
References
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Aguenza, B. B., & Som, A. P. M. (2018). Motivational factors of employee retention and engagement in organizations. IJAME.
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Brewster, C., Chung, C., & Sparrow, P. (2016). Globalizing human resource management. Routledge.
Campbell, S., & Withers, H. (2017). Australian productivity trends and the effect of structural change.
Collings, D. G., Wood, G. T., & Szamosi, L. T. (2018). Human resource management: A critical approach. In Human Resource Management (pp. 1-23). Routledge.
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Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper Saddle River, NJ: pearson.
Jain, V. K. (2017). A Study of Psychological Dispositions of Engaged and Disengaged Associates and Impact of Leadership Strategies on Employee Engagement in Service Sector.
Mahal, P. K. (2018). Organizational Factors Affecting Job Outcomes: An Empirical Study of Hotel Industry. Journal of Applied Management-Jidnyasa, 10(1), 21-37.
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