Human Resources Management (HRM)

Human Resources Management (HRM) review the overview and bibliography to complete the Final Paper. Title- Improving Customer Service Skills OF EMPLOYEES IN THE WORKPLACE I have already submitted the annotated bibliography and overview, so it doesn't have to be included in the final paper, but they are beneficial in knowing what has already been submitted and the bibliography could be used or included for the reference page. The bibliography must be approximately 1-2 page and summarize the findings identified in your research.(Included in directions) Directions for : Final Paper Your training and development project should have, at a minimum, the following components: Step 1: Provide a brief overview of the organization (you may utilize a real organization – such as a team member’s organization – or you may develop/create your own organization. Discuss the role and capabilities of human resource development to create and implement this project. Step 2: Perform an organizational needs assessment, clearly stating the organizational deficiency to be addressed. Included in the needs assessment is a review of the skills/knowledge needed by those in the organization to better perform their duties (you may want to review/analyze the skills/knowledge needed for those in similar organizations/industries). Step 3: Propose a comprehensive training and development program that will directly address and alleviate the organizational deficiency as identified in Step 2. The training and development program should include a brief overview of the training along with its project cost, timeframe for implementation, and roles and responsibilities of management and staff. Step 4: State how the training and development program will be implemented. Who will create the training? Who will be the principle trainers, or will that function be outsourced. How long will each training session be and how much materials/computers/classrooms are needed? Step 5: Detail how the training and development program will be evaluated. Will surveys be utilized? Discuss their effectiveness. Most importantly, specifically state how the training and development program (as proposed) will directly result in the organization advancing its organizational capabilities. Step 6: Finally, develop a Contingency Plan, which would be utilized by the organization if the training and development program is not successful. In other words, if the training and development program does not create the intended result, what subsequent steps/actions should the organization consider to raise its organizational competitiveness? This project requires you to research information related to organizational skills/knowledge, training and development, and organizational capabilities. Fortunately, there is a growing base of theory, research, and practical experience related to this subject, though some of the information may not be readily available in course materials, requiring you to research contemporary management trends in the public sector. The final project should be a minimum of 7 pages. It is required that you research and utilize at least four citations within your Final Paper. Please do not include the bibliography or overview, it has already been submitted. Clarity of expression is all-important. Good business papers are carefully written and revised. They use the English language correctly. Do not forget to proofread all papers before you submit them. Poor writing may very well lead to questionable credibility. Do not let others get the wrong idea about you just because of an error or two. Professionalism, grammar, and spelling are also considered as criteria for grading, including proper APA for all sources used, and include headings in the work to identify each area discussed. Overview The bottom-line of organizational success is the arrangement of a team that works for an entity to provide customer service. It becomes significant to define clients’ experiences on the basis of quality support provided by the direct association with the staff members of an organization. Conversely, there is the need for an established system of interaction. . It means that an institution cannot escape training and development program to improve customer service by elevating employee’s skills and experiences; still, there is the need for distinctiveness in quality service that a company provides to its customers. In the real sense, it is a changing workplace, which demands a new presentation of organizational performance due to the unstable global marketplace. Training and development plans have been identified effective in raising the level of competitiveness of an establishment; still, it is important to validate what measures are needed to ensure the same. An expert hired by an organization to assess, implement, and evaluate a comprehensive training and development program should substantiate the effectiveness of a similar tool. As one moves toward advancing a constructive advice, it is a matter of concern to recognize activities for attaining excellent customer service. In that event, seeking to understand the way to incorporate great employees who are ready to work for an entity is an essential undertaking. Equally important, training workers on policies of the institution is necessary; still, providing an opportunity for employees to improve their skills in their social and work life is required. Ultimately, the assessment, creation, and implementation of a comprehensive training and development structure call for the realization of fundamental requirements for customer service in order to ensure satisfaction. Annotated Bibliography Bratton, J., & Gold, J. (2012). Human resource management: theory and practice. New York, NY: Palgrave Macmillan. Human resource management concept has been in existence in human life for a long period; yet, managing people in the workplace has proven to be a persistent challenge for administration. As one would expect a certain form of organization Bratton and Gold (2012) provide a considerable way to get interested in what measures are required in the event that the current human resource management practices have changed. Accordingly, the use of the text can help answer the question whether training and development is a considered practice that can help to respond to the evident common cliché in the contemporary workplace development. Doane, D. S., & Sloat, R. D. (2003). 50 Activities for achieving excellent customer service. Amherst, MA: Human Resource Development Press. Doane and Sloat (2003) provide a resourceful manual publication that outlines sensitive activities that bring about revolution evident in coping with customer service and meeting their demands. As a valuable treasure of a trainer with little knowledge about the mentioned service area, one might find the text as a guidance regarding the training processes that allow delivering of high-impact skills that help to make a difference (Doane & Sloat, 2003). Eventually, this resource helps to address the issues of putting the company to a test and promoting satisfaction to one’s own customers. Elnaga, A., & Imran, A. (2013). The effect of training on employee performance. European Journal of Business and Management, 5(4), 137-147. Elnaga and Imran (2013) argue that investing in training and development are practices that assist in promoting employee performance. One who reads this resource comes to an understanding that there is the need for appropriateness in enhancing workplace representation and aligning it with customer’s needs. In respect to improving customer service skills of employees, the text offers the measures for advancing training effectiveness and the means with the help of which they contribute toward enhancing employee performance; eventually, one validates the need for developing desired knowledge, improved, and talented workforce through an established structure to ensure the same. Jehanzeb, K., & Bashir, N. A. (2013). Training and development program and its benefits to employee and organization: A conceptual study. European Journal of Business and Management, 5(2), 243-253. Organizations find it challenging to stay competitive in the current global economy (Jehanzeb & Bashir, 2013). In this article, a researcher investigating the requirement for improving customer skills and their effectiveness in satisfaction of customer might find the resources reliable. Indeed, the source is keen on organization pursuit of competitive advantage when it comes to the activities of its rivals. Notably, fundamentals of employee development plan and its gains to organizational performances as well as to employees are presented (Jehanzeb & Bashir, 2013). Noe, R. A. (2010). Employee training and development (5th edition). New York, NY: McGraw-Hill/Irwin. In the context of measures to integrate for training and development, there is a need for emphasis on arrangements that leverage performance improvement. Noe (2010) argues that “companies have lost money on training because it is poorly, designed because it is not linked to a performance problem or business strategy….” (p.6). It means that there is the need to address this issue by improving employee performance. The essence of this book is that it offers solutions to motivate workers. Accordingly, the way the publication presents ideas help to provide measures for preserving customer service skills of employees. Shelton, K. (2001). The effects of employee development programs on job satisfaction and employee retention (Dissertation, University of Wisconsin-Stout). When it comes to employee development programs, there is the need to consider job satisfaction that eventually leads to customers’ decision to associate with an organization. According to Shelton (2001), companies should have a team that can adapt quickly to the unstable global market. In the same manner, the publication helps to determine the measures used to invest in employee development to ensure that workers are successful in their role performance. PLEASE MAKE SURE TO USE A REPUTABLE ORGANIZATION OR COMPANY Improving Customer Service Skills of Employees Student’s Name Institution Affiliation Improving Customer Service Skills of Employees Overview The bottom-line of organizational success is the arrangement of a team that works for an entity to provide customer service. It becomes significant to define clients’ experiences on the basis of quality support provided by the direct association with the staff members of an organization. Conversely, there is the need for an established system of interaction. . It means that an institution cannot escape training and development program to improve customer service by elevating employee’s skills and experiences; still, there is the need for distinctiveness in quality service that a company provides to its customers. In the real sense, it is a changing workplace, which demands a new presentation of organizational performance due to the unstable global marketplace. Training and development plans have been identified effective in raising the level of competitiveness of an establishment; still, it is important to validate what measures are needed to ensure the same. An expert hired by an organization to assess, implement, and evaluate a comprehensive training and development program should substantiate the effectiveness of a similar tool. As one moves toward advancing a constructive advice, it is a matter of concern to recognize activities for attaining excellent customer service. In that event, seeking to understand the way to incorporate great employees who are ready to work for an entity is an essential undertaking. Equally important, training workers on policies of the institution is necessary; still, providing an opportunity for employees to improve their skills in their social and work life is required. Ultimately, the assessment, creation, and implementation of a comprehensive training and development structure call for the realization of fundamental requirements for customer service in order to ensure satisfaction. Annotated Bibliography Bratton, J., & Gold, J. (2012). Human resource management: theory and practice. New York, NY: Palgrave Macmillan. Human resource management concept has been in existence in human life for a long period; yet, managing people in the workplace has proven to be a persistent challenge for administration. As one would expect a certain form of organization Bratton and Gold (2012) provide a considerable way to get interested in what measures are required in the event that the current human resource management practices have changed. Accordingly, the use of the text can help answer the question whether training and development is a considered practice that can help to respond to the evident common cliché in the contemporary workplace development. Doane, D. S., & Sloat, R. D. (2003). 50 Activities for achieving excellent customer service. Amherst, MA: Human Resource Development Press. Doane and Sloat (2003) provide a resourceful manual publication that outlines sensitive activities that bring about revolution evident in coping with customer service and meeting their demands. As a valuable treasure of a trainer with little knowledge about the mentioned service area, one might find the text as a guidance regarding the training processes that allow delivering of high-impact skills that help to make a difference (Doane & Sloat, 2003). Eventually, this resource helps to address the issues of putting the company to a test and promoting satisfaction to one’s own customers. Elnaga, A., & Imran, A. (2013). The effect of training on employee performance. European Journal of Business and Management, 5(4), 137-147. Elnaga and Imran (2013) argue that investing in training and development are practices that assist in promoting employee performance. One who reads this resource comes to an understanding that there is the need for appropriateness in enhancing workplace representation and aligning it with customer’s needs. In respect to improving customer service skills of employees, the text offers the measures for advancing training effectiveness and the means with the help of which they contribute toward enhancing employee performance; eventually, one validates the need for developing desired knowledge, improved, and talented workforce through an established structure to ensure the same. Jehanzeb, K., & Bashir, N. A. (2013). Training and development program and its benefits to employee and organization: A conceptual study. European Journal of Business and Management, 5(2), 243-253. Organizations find it challenging to stay competitive in the current global economy (Jehanzeb & Bashir, 2013). In this article, a researcher investigating the requirement for improving customer skills and their effectiveness in satisfaction of customer might find the resources reliable. Indeed, the source is keen on organization pursuit of competitive advantage when it comes to the activities of its rivals. Notably, fundamentals of employee development plan and its gains to organizational performances as well as to employees are presented (Jehanzeb & Bashir, 2013). Noe, R. A. (2010). Employee training and development (5th edition). New York, NY: McGraw-Hill/Irwin. In the context of measures to integrate for training and development, there is a need for emphasis on arrangements that leverage performance improvement. Noe (2010) argues that “companies have lost money on training because it is poorly, designed because it is not linked to a performance problem or business strategy….” (p.6). It means that there is the need to address this issue by improving employee performance. The essence of this book is that it offers solutions to motivate workers. Accordingly, the way the publication presents ideas help to provide measures for preserving customer service skills of employees. Shelton, K. (2001). The effects of employee development programs on job satisfaction and employee retention (Dissertation, University of Wisconsin-Stout). When it comes to employee development programs, there is the need to consider job satisfaction that eventually leads to customers’ decision to associate with an organization. According to Shelton (2001), companies should have a team that can adapt quickly to the unstable global market. In the same manner, the publication helps to determine the measures used to invest in employee development to ensure that workers are successful in their role performance.