In order to analyse the success of business strategy and operational plans managers need to implement on-the-job techniques. These include applying the strategy and operational plans in the workplace (Armstrong and Taylor 2014). For example in the case of a retail company, the business strategy would be to satisfy the needs of the customers. In order to do this, the managers need to develop a strategy that includes providing a certain rate of discount after the purchase of a certain amount worth of products. The operational plan would develop a team that can address the feedbacks of the customers. Hence, in order to identify the effectiveness of the plans, the rate at which competitive advantage has been attained can be analysed. This can be done by accessing the number of sale of products and the increase of the customers.
According to Beardwell and Thompson (2014), in order to make a business successful, it is necessary for every manager to analyse the external business environment. The external business environment includes factors such as political, economic, social, technical, legal and environmental that can cause severe impact on a business. For example, McDonald’s cannot include beef in branches in India due to the restriction of eating beef in the country by the law. Hence, this can cause a setback for the company as it needs to purchase and manufacture food suited to the Indian people and the laws. Hence, the human resource manager of the organisation needs to recruit employees that have knowledge about work proceedings in India (Sparrow, Brewster and Chung 2016). This can result in an extra financial loss for the company.
Human resource managers of an organisation need to be aware of the strategic decisions and the needs of employees (Marchington et al. 2016). This is important in order to motivate the employees and ensure that the needs are met to maintain the productivity. In this regard, the managers can be communicated directly about the demands of the employees. In the case of failure of reaching the managers directly, e-mails can be sent in order to maintain formal evidence about the request for meeting the needs. Face to face communication with the managers by the employees can also be effective in order to provide information about the needs.
The human resource service can be delivered by keeping in mind the wellbeing of the organisations. An organisation with a proper structure can result in the dealing with any problem related to the satisfaction of the customers. For example, if an organisation has a policy of profit-making by recruiting efficient employees, then the organisation needs to ensure that the manner in which employees are selected are ethical. Purce (2014) stated that the business goals of an organisation are important in order to ensure that an organisation meets its objectives. Hence, in order to deliver proper human resource services, an organisation needs to need to train the employees about the rules of the company. The legal requirements and the ethnic manner in which business is conducted needs to be delivered to the employees.
Jackson, Schuler and Jiang (2014) stated that stakeholders are important for a business to succeed. Hence, it is important to share strategies with the stakeholders so that an organisation can gain the required feedback about the strategy. In the case of internal stakeholder, the managers can conduct a meeting or publish the decisions of the strategy on a bulletin board or on the website. This can help the internal stakeholders to understand the strategies in an effective manner. On the other hand, in the case of external stakeholders, an organisation can arrange for a press conference in order to promote the strategies (Marler and Fisher 2013). This may cause opportunities for losing out on a competitive advantage as rival companies can gain knowledge about the strategies.
The process required for the developing agreements between service providers, human resource managers and clients include signing legal documents that convey the message of agreement that is set between the parties. The monitoring and evaluation of the agreements are done based on proper identification of the legal rules that are governed in the organisation as well as in the region. Monitoring of the agreements can be done by frequently making contacts with the concerned parties and ensuring that the terms and conditions remain the same. The negotiation of the agreements needs to be done keeping in mind the interests and profits of the parties (Lengnick-Hall, Lengnick-Hall and Rigsbee 2013). Based on all these considerations, managers can implement the agreement.
The underperformance of an employee can be identified based on the productivity of an employee. The first step is to identify the reason behind the underperformance of the employee. Next, the manager needs to talk to the employees based on the reason behind underperformance. Budhwar and Debrah (2013) observed that the underperformance of an employee may also result from lack of training of employees. Hence, rectification needs to be made in the training process of an employee along with the manner in which monitoring of the employees is done. Hence, meetings can be conducted in order to discuss the issues and suggest recommendations about ways to increase productivity. After the completion of the meeting, monitoring of the employees is needed in order to identify the efficiency of the employees.
Kavanagh and Johnson (2017) stated that human resources services require considering a wide range of responsibilities that are pivotal to the success of an organisation. For example, in order to gather and store information, human resource managers can adopt the process of obtaining feedback from the target people. The storing of information can be done in computers and dairies. The satisfaction of the client is determined by analysing the feedback. The feedback provides ways to make changes regarding the policies and procedures that are adopted in an organisation. For example, the feedback provided by the customers after purchasing from Aldi can be stored and analysed by using a statistical method in order to make changes in the company.
In order to ensure that ethics are maintained in an organisation, managers need to lay down rules. These rules need to be strictly enforced and penalties need to be imposed for any person breaking the rules. For example, an organisation such as KFC believes that employment needs to be given to any person capable of satisfying customers. The ethical value set by the organisation includes no bullying of handicapped people (Kehoe and Wright 2013). This can be incorporated into the policies of the organisation by including it in the contract of employment. This can be identified by closely monitoring the employees at the workplace and studying their behaviour.
Based on the analysis of the situation in the HR department, it is necessary that the managers provide skilful employees to the two computer systems. Cenere et al. (2015) stated that it is necessary for every manager to ensure that proper training is provided to the employees engaged in computer systems. The operational plan that needs to be developed includes reviewing the current state of the organisation. In this regard, since the HR goals have not been met it is necessary for the company to the planning process based on the sales, production and financial departments. The company need to make plans based on the goals set by the organisation. In this case, the goal of the company is to increase the level of customer satisfaction and increase productivity.
In order to achieve this, it is necessary that the organisation develop a proper base for conducting a survey of the customers. The increased productivity can be ensured by developing a proper logistic department that stores the required materials for manufacturing (Korschun and Swain 2014). The training and coaching of the employees need to be done keeping in mind the computer skills that may be required for the success of an organisation. This can be supported by encouraging the employees about the need for training in order to receive the incentive.
In order to understand the effectiveness of the services provided, the internal client of the organisation needs to communicate and provide feedback on the experience. As stated by Mone and London (2014) the feedback from internal clients and customers are important in order to improve the organisation in every aspect. The tool that needs to be used for analysing is the random sampling technique. With the use of this sampling technique, managers can segregate the clients and provide survey questionnaires. The analysis of the feedback of the questionnaires can be done using statistical methods.
According to Cherian and Jacob (2013), the use of the statistical method is used to determine perfect results of the responses. The variance of the responses provides a clear idea about the different opinions that the survey withholds. In this regard, it can be said that the distribution of the sample questionnaires to the internal clients can be done via online. This is mainly because of the fact that computer companies are considered as the main stakeholders. Hence, the filing up of forms via online can help in proper distribution of the sample forms among the people. The statistical method used for deriving the results of this survey can be attributed to the use of SPSS technique along with calculation of mean, median and mode.
After conducting a survey about the feedbacks, thoughts and beliefs of the people, it is necessary that the results obtained to be displayed. The results need to be displayed to the important people of an organisation along with the shareholders. These results can help an organisation to understand the responses of the people and make changes based on the analysis of the survey (Huber, Lechner and Wunsch 2015). In this regard, several methods exist that helps in the display of the survey results. The methods include a display of the results as a form of presentation involving every member of an organisation. At the same time, the results can only be displayed to the managers and decisions regarding the required actions based on the results can be solely taken by the managers. In the case of the organisation analysed in the case study, the results can be displayed involving every member of the organisation.
This is mainly because the HR department failed to meet the goals of the organisation in the last quarter. Hence, the responses of the internal clients can be considered as an opportunity to develop the organisation. In this regard, it can be said that the involvement of the entire organisation along with the computer companies needs to be involved while displaying the result.
The analysis of the findings needs to be done based on the results of the samples. The report format that can be used to outline the findings includes an introduction to the situation that the organisation is facing. This can help to understand the need for the survey and the reasons behind the sample questions along with the responses of the internal clients. This can be followed by the questionnaire that has been provided along with the responses. As stated by Hill et al. (2014), the report needs to provide every detail about ways by which the sample was conducted. The analysis section provides details about the findings and the understanding of the topic. The analysis is done after the findings and statistical results that were derived from the responses.
The next section deals with the method of communication that is to be undertaken in order to display the results. This involves techniques along with the advantages and disadvantages of the techniques. The appropriate communication technique for the organisation in the case study needs to be described in the report. A conclusion can be drawn that may provide the outcome of the report along with the analysis and the effectiveness of the communication method. The report outline is provided:
Introduction
Sample questionnaire and statistical results
Analysis of the findings
Method of communication
Conclusion
According to Peppard and Ward (2016), a survey policy for customer service needs to exist for every organisation. This can help in maintaining effective communication with the customers and analyse the feedback given by them. Customers form an important stakeholder for a company; thereby it is imperative that ethical behaviours are maintained with every customer. In this regard, the organisation in the case study does not have any policy regarding the ethical considerations that need to be undertaken. Hence, it is important to develop a policy that highlights the ethical consideration of the organisation. In this regard, the ethical policy that the organisation can develop is that every customer needs to be treated on an equal basis.
This has to be a strict law in which any employee found guilty of conducting unethical practice in the organisation need to be penalised. Eden and Ackermann (2013) stated that violation of any ethical conduct leads to the violation of rules in an organisation. Likewise, the punishment imposed for violating a serious rule needs to be applied for the violation of ethical policy. The situation can be addressed by imposing a charge sheet upon an employee that provides an opportunity to explain the reason behind the unethical behaviour. After the admission of the guilt, the punishment of the employee can be stated based on the violation of ethical conduct.
The case study suggests that the organisation has been unable to meet goals for the past quarter. Hence, it is necessary to re-develop and re-negotiate service agreements that have been made with the concerned parties. The concerned parties in this regard include the human resource team and the internal clients. The redevelopment of the service agreements needs to be done based on the ways by which support can be provided to the people. The new service agreements need to include terms that define the objective of the organisation.
The goals and aim of the organisation are stated and shared among the people in order to provide the parties with the idea of the values and philosophies of the organisation. In this case, the goal of the organisation is to increase profit by satisfying customers. Negotiation needs to be done keeping in mind the interests of the parties. Wheelen and Hunger (2017) stated that a proper negotiation technique can help in reducing conflict in an organisation. Hence, it is important to come to terms in matters that benefit each party that is involved in the interest of the company. Support needs to be provided to the parties in order to attain the goals. The support includes providing adequate resources in order to satisfy the customers. Customer service policies need to be introduced to maintain communication with the customers and maintain their loyalty.
Rothaermel (2015) stated that in order to become successful every organisation have to come up with difficult situations. These situations provide choices that the immediate superior need to undertake on a prompt basis. Some of these options require approval from the top level manager in order to proceed. These approvals come after a strategic analysis of the current position of the organisation. In the case of the organisation, the approval needs to come from the strategic manager responsible for re-developing the goals along with the negotiation statement. This is a bold step as the human resource manager had not achieved the goals of the organisation. Hence, the strategic manager needs to provide approval regarding any policies or queries. The process that needs to be followed is to analyse the reason behind the approach of a certain request for approval. For example, if the approval is based on supplying fewer materials at a price that needs to be paid beforehand, then the strategic manager need to evaluate the reasons behind the request. After a successful analysis, approval can be made.
Reference
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Beardwell, J. and Thompson, A., 2014. Human resource management: a contemporary approach. Pearson Education.
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Cenere, P., Gill, R., Lawson, C. and Lewis, M., 2015. Communication Skills for Business Professionals 7. Cambridge University Press.
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