...The customer care of CTS Unit: Customer care Group Award: The Financial Service SCN: 135667390 Candidate’s Name: Ru Jun Wei HND Centre XianDa College of Economics and Humanities Shanghai International Studies University Supervisor: Geoffery Date: 23/4/2014 Table of Content Introduction 3 Introduction of the China Travel Service company: 3 History: 3 Today: 3 Future: 3 The reason to choose the CTS 4 The suitability of standards for customer care which have been set by the organization. 4 The mission statement 4 Analyze 4 Comment the standard set by company 5 To employees 5 To customers 5 Comment 5 Compare with the international aviation industry standard. 5 To employees 6 To customers 6 Compare with this company 7 The effectiveness and efficiency of China Travel Service` s customer care strategy. 8 The human resource department 8 The financial department 8 Comment: 8 Suggestions 9 1. Improve the customer care efficiency. 9 2. Improve the customer aftercare. 9 Reference 10 Introduction This report is to present about the customer care of China Travel Service, and in this report will introduce the details of China Travel Service and its customer care, and some suggestions...
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... | | | | | | |Pass 3 |Outline how an organisation motivates it’s employees | | | | | | |Pass 4 |Explain how organisations obtain the cooperation of their employees | | | | | | |Pass 5 |Explain how employee performance is measured and managed...
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...431 date Teacher Trends and Challenges Paper In the world of business the use of performance management systems or annual performance appraisals is one that is viewed differently by each organization and management team. Although these two methods have some of the same characteristics, they also contrast in many ways. Performance appraisals can be an effective tool for organizations but along with many business techniques can be problematic. Another important method that should be practiced by organizations is the management of turnover rates. A swinging door of employees leaving and entering can quickly become a costly routine for an organization. In this, the organization must make sure the employee is respected, treated fairly, and given an opportunity to speak his or her concerns. In a business world with labor laws employers have more competition of safe and friendly work environments. Safety and health management must be made a priority in all organizations. Safety and health regulations are put in place by laws and it is management’s job to ensure they are understood and followed regularly. These are just some of the responsibilities and challenges of management and will continue to change. Management should take steps to prepare for certain future challenges that may arise. Management system versus annual performance appraisals Performance management systems and annual performance appraisals are two controversial topics in management and organizations. Although the...
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...for implementation of new Performance Management System in Region 3 with Lowe’s Home Centers, Inc. Thank you for reviewing and accepting my request for research regarding a new Performance Management System for implementation in region three for Lowe’s Home Centers, Inc. Please find my proposal below for implementation of a new Performance Management system to be utilized by Lowe’s Home Centers, specifically the Atlanta, GA region, region three. Performance management in the work place is vital and can ultimately make or break a company. Consistency is one way to ensure that a company is treating each of its employees the same and not signaling out employees to reprimand. Research shows that having a strong and consistent performance management system in place helps companies to grow and develop its employees while maintaining discipline throughout the company for employees who fail to follow company policy and procedures. Consistent performance management can help to develop strong employee morale in its stores and create more profit for the location. Performance Management in the Workplace Lowe’s Home Centers, Inc. Region Three | | Executive Summary Lowe’s Home Centers, Inc., region three, located in Atlanta, Georgia consists of over 100 stores and has thousands of employees and hundreds of managers. The employees and managers alike have policies and procedures to abide by and with policies and procedures come performance management systems that...
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...per De Chernatony ,L. (2001) , “Organisations are awakening to the importance of staff as brand builders”. Companies now are applying more strategic process to manage employee so that they can achieve their goals in the competitive world. Strategically managing employee means management of employee in such a way so that they can understand their job and can apply required competencies to fit in the job. Strategic process also requires manages to be visionary so that they can work on the needs of the employees and add value which in turn adds value to the company to achieve its competitive advantage. As per textbook strategic management centers around three categories of HR activities(Work design and workforce planning, managing employee competencies, managing employee attitudes and behavior) which occur with 3 main HR challenges (Organization demands, environmental issues and regulatory issues). Three primary HR activities are:- 1. Job design and planning: - Managers must design the job efficiently so that the objective can be achieved and employee can be engaged in right work. It is manager’s job to put right people on right place on right time. Planning is also an important factor in any company’s growth. Promotion, demotions, transfers or hiring new required people can be considered to maintain employee growth in a company based on different factors such as technology change, growing demand of product etc. 2. Recruitment, selection and training: - This is the second...
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...Unit 16: Human Resource Management in Business Unit code: K/502/5445 QCF Level 3: BTEC National Credit value: 10 Guided learning hours: 60 Aim and purpose The aim of this unit is to introduce learners to methods of managing human resources in the workplace. Learners will use their knowledge of relevant human resources management theory and link it with current human resource management practices in organisations. Unit introduction Human resource management is a dynamic activity in any organisation as it takes place against a changing economic, technical, legal and social background. It is important for learners to appreciate that effective human resource management means getting the best out of the people who work for an organisation in order to ensure the organisation fulfils its purposes, whether it is a football club winning the premiership, or a hospital increasing the success rates for medical operations. Many organisations say that their employees are their most valuable resource because of their skills, knowledge and attitudes. As labour is both an expensive and valuable resource, it is important to ensure it is planned and that the best value is obtained from employees contributions. Human resource managers have to plan their human resource requirements against a background of internal and external factors which are dynamic and constantly changing. The first part of this unit introduces learners to the factors that influence human...
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...Build employee satisfaction in diversity management About This Research This following research represents the findings from Diversity Management and Employee Job Satisfaction Survey of employees. Overall employee survey was build job satisfaction, organization benefits and potential challenges. On the basis of management survey included role of managers and potential benefits. On the one hand when manager started their works, the first thing is make employee very clear their job goals, then they can focus on their personality skills. The purpose of this research is the employee job satisfaction survey can help company have high quality diversity management. The Diversity Management More and more company managing workforce use different tools and program, that’s make sure manager focus on the hygiene factors and motivators. Because of employees have different culture and social behaviors, depends on the different ethnic background and religions the employee have different organizational behaviors. Managers should be bringing people together into a cohesive, normal group and productive unit, managing diversity in the organization is very important for company. About diversity management, there are 5 steps to help managers to managing diversity in a workplace. Step 1: All of employee personnel policies are based on the employee performance. Make sure the tenure, ethnic background, religions and other category have positive influence for management policies. Managing...
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...Human Resource Management (HRM) interventions targeted at developing, integrating and supporting the employees in an organization. These interventions operate on the premise that employee development and well-being can lead to increased organizational performance. There are three main HRM interventions: Performance Management, Developing Talent and Managing Workforce Diversity and Well-Being. 1. PERFORMANCE MANAGEMENT “Performance management involves goal setting, performance appraisal, and reward systems that align member work behavior with business strategy, employee involvement , and workplace technology” (Cummings &Worley, 2009). Research has shown that organizations with a fully functional performance management system outlive those...
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...Performance and Career Management Plan Human Capital Management HRM/531 May 17, 2010 The merger between InterClean and EnviroTech has placed the organization in a position for increased growth and development in offering the industry full-service solutions and inclusive services to the health care industry. Since the merger, InterClean has addressed management’s behavior impacting organizational productivity, performed job analysis to identify duties and requirements for specific jobs, selected new team members, and developed training, and mentoring program. InterClean is ready for the next phase in developing a performance appraisal form with focus on career management. Areas for additional requirements will include how feedback is received by employees, opportunities for employees after feedback is received, how to help employees reach higher level of performance, opportunities for advancement, flexible schedules for dual- career couples, and justification of why this will work with a zero budget. Performance Appraisal The purpose of the performance appraisal is to ensure the highest quality of service delivered to customers in the industry. InterClean is committed to providing outstanding customer service and exceeding customer expectations. The performance appraisal will help employees identify potential problems, help him or her to create contingency plans and goals to deal with tribulations, foster trust and credibility with customers, follow through on commitments...
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...|Assignment brief – QCF BTEC | |Assignment front sheet | |Qualification |Unit number and title | |BTEC Level 3 Extended Diploma In Business |Unit 16: Human Resource Management in Business | |Learner name | Assessor name | | | C Graham, F Mooney, J Robinson, E Smith | |Date issued | Hand in deadline |Submitted on | |1 W/E 26/01/2015 |W/E 27/02/15 | | |2 W/E 26/01/2015 |W/E 27/03/15 | | |3 W/E 26/01/2015 |W/E 17/04/15 | | |4 W/E 26/01/2015 |W/E 15/05/15...
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...Running Head: PERFORMANCE, CAREER MANAGEMENT AND DEVELOPMENT Performance, Career Management and Development at Kudler Fine Foods Introduction Kudler Fine Foods is a food store situated in the San Diego metropolitan area. Its stores are located at different locations of California. The main focus of the store is to have profit maximization by providing quality products at appropriate prices in comparison of the competitors. The company also wants to provide maximum satisfaction to its customers. Through this objective, the store wants to have major growth. The company currently wishes to enlarge its services by attaining perfection in the efficiency of its operations and due to this company’s management wants me to restructure my team by adopting and developing different measures and plans. Here, I will develop a proposal for the company that will entail recommendations and justifications to upper management in concern to the job descriptions and qualifications for five new positions, a training program to introduce and enhance the skills and qualifications of new and current employees, methods for evaluating employee and team performance, including a progressive discipline process, challenges of the team performance evaluation, incentives and benefits packages, strategies for managing employees’ career development, like promotions, educational opportunities, accommodations for diversity and so on and a fair and appropriate compensation plan. Job Descriptions...
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...this growth Tesco has to offer new services and products by using new selling strategies. To improve Tesco performance the HR changed the internal and external factors. Internal factors Organisational needs and skills requirements: organisational needs are constantly changing that is why Tesco’s HR has to training the employees as far as they can keep their position. The organisation must watch the marketing in order to open new stores in other countries or in other regions. In this way the business will need to expand its organisation needs(which are also called workforce) and these new people must be trained and also must be able to speak other languages(if the store will open in different countries). However, nowadays the technology that Tesco had include in its supermarkets, has affected the organisational needs because by using the equipment customers do not need more than two people to help them. Workforce profiles: As any business Tesco has got workforce profiles which include information such as: gender, age, ability and ethnicity. In fact, if Tesco had people who retire at the same time, Tesco would be able to cover them by introducing new employees. In order to have the equality at work, Tesco also have ethnicity as a paragraph within the workforce profiles. By using this method Tesco may assemble the same ethnicity together to obtain better performances. External Factors Supply of labour: To cover all the new markets demand Tesco’s HR has to cover all the...
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...Performance Managment Verses Annual Performance Appraisal In the ever changing business world that we live in the need for structure in the workplace is even more prevalent. There has to be an order that is followed by every member of each working team. This is why having a system like Complete Performance Management and Annual Performance Appraisals is very important. The human resources division states that “Managing employees is an important part of running a small business. The reputation of the business may also rely partly on the performance of its employees. Owners of businesses often develop an employee performance management system or performance appraisals to help them evaluate employees” (Heathfield, 2012) Complete Performance Management System is defined in Wikipedia as “A performance management system is a method of employee evaluation and management that is used in a wide variety of business settings. It helps to create a more productive working environment by clearly outlining expectations and generating management feedback. It includes activities that ensure that goals are consistently being met in an effective and efficient manner. Performance management can focus on the performance of an organization, a department, employee, or even the processes to build a product or service, as well as many other areas. ” (Wikipedia, 2012). This system of evaluating employees is mainly used in the...
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...– Best Practice guide – Managing underperformance Working at best practice Employers who work at best practice benefit from motivated staff that are performing at their best. These employers also understand that when issues concerning underperformance are not addressed and managed both appropriately and sensitively, it can lead to unhealthy and unproductive outcomes that may affect the entire workplace. This Best Practice Guide helps explain what is meant by underperformance and why this happens. It sets out an easy to follow five-step plan to help employers and employees address and manage issues about underperformance. There is also a checklist to assist best practice employers. This guide illustrates best practice when it comes to managing underperformance. For specific information regarding your minimum legal obligations, contact the organisations listed under the ‘For more information’ section at the end of this guide. Why work at best practice? Establishing effective performance management systems can have significant benefits for your business, as it can lead to happier, more motivated and better performing employees. Reviewing, refining and implementing performance management systems are ways of helping achieve these significant benefits. What is underperformance? Underperformance or poor performance can be exhibited in the following ways: · unsatisfactory work performance, that is, a failure to perform the duties of the position or to perform them...
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...ADDRESSING THE DISCOVERED TOY WHISTLE PROBLEM (A, 1) PERFORMANCE APPRAISAL: It is very pivotal that we address this concern urgently by applying the process that has been proven to work and one of the is performance appraisal which is an evaluation of an employee’s work over a period of time, rather than for a specific project. Performance appraisals, often delivered during an annual review, focus on comparing the expectations a business has for a particular job and the performance of the person holding it. The 3 possible useful alternative under this aforesaid appraisal are as follow: (1) Identifying performance to be measured: (2) Measuring the identified performance: (3) Managing the cause of a problem. To appraise effectively, you must also spot performance problems, provide constructive feedback, and take action to improve performance. Measuring and managing performance are two of the most difficult issues a manager faces. (A,2) Identifying performance to be measured: As we know the large shipment worth $100,000 that suppose to go out to an 7 year old elementary school children in South America did not pass testing due to small quantity of lead in the whistle. This shipment is been recalled based on the law of ethical, moral and legal principal involved. We should therefore identify the course of this problem. Within the performance appraisal process, measuring means determining the level of performance by judging the quality, quantity, timeliness, and/or cost...
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