Hrmd320 Human Resources Management : Assessment Answers

1- Definition of customer service

2- The difference between training and development

3- The benefits of training and development

4- Potential disadvantages of training and development

5- The contribution that employees can make to the brand image of the organization

6- Performance indicators that an organization could use to measure the level of customer service

Answer:

Consumer Service is a process of taking care of the customer demands and needs by delivering the high quality of services. It is the responsibility of the organisation to deliver the high quality of services to customer so that the customer needs are satisfy (Cook, 2017). Customer services are provided to the customer during and after the customer requirements. Customer services are provided by the employee of an organisation, it is essential to provide the training and development to employees to deliver the high quality of services. The main purpose of this report is to evaluate the training and development benefits for the organisation in the context of customer service (Kumar, and Reinartz, 2018). In the first phase of the report, difference between the training and development will be discussed. In the next phase, advantage and disadvantage of customer service will be analysed. The last phase of paper, role of employees in building the brand image will be discussed.

It has been seen that training and development is used as a function of human resource management with similar objective. But both the words are different from each other. Training is a program which is organised by the organisation to train the employee but development is a self-assistant activity. Training program is organised to provide the training to employees to develop their skills and knowledge for a specific job profile but development activity is all about the taking care of overall growth of employees such as talents and skills. The main difference between training and development is that training is provided by the trainer but the overall growth of employee is depending on the employee itself (Elstak, Bhatt, Van Riel, Pratt, and Berens, 2015). The training is a short term process because the employees are train for specific job profile but the development is long term process because it is an overall growth of the employees. Training is organised to enhance the productivity of employee and development activity helps to develop the personality for the future. Training is the job-oriented activity and development is the career-oriented activity. It has been seen that the main objective of training is to develop or enhance the performance of an employee but the main objective of development activity is to develop the personality of employee to handle the future challenges. By organising the training program, the performance of employee is enhanced but from the development activity the general knowledge of the employees is improved. Training and development are different from each other but it is use in a similar objective that is development of performance of employees which is beneficial for the organisation.

Training and development is a process which helps the organisation in delivering the high quality of customer services to the customer. Training and development is a process which motivate the employees towards the work. By providing the training to the employees; the performance of employees will improved which is beneficial for the organisation. Training program is beneficial for the employees as well because they can easily understand their work and responsibility towards the organisation. To improve the performance; it is necessary for the employee to understand the tools and techniques which is used in their work. Training and development process helps the employees in adopting the new technology and innovation. It is necessary for the organisation to provide the time to time training to the employees so they can adopt the new techniques which is used in the organisation for better services (Konings, and Vanormelingen, 2015) Adoption of new technology improves the quality of services of the organisation for the consumers. Training and development process helps to improve the services by providing the training of uses the tools and techniques of their work (Hollenbeck, and Jamieson, 2015).  

Training and development process has many benefits but it also has disadvantage which affects the performance of the organisation. Training and development is the process which contain the high cost. There are many organisations who appoint the trainers to train the employees as per the job profile but these trainers charge the high fees from the organisation. At the time of training of machinery, the duplicate machine is required which also consume high cost. Trainer and machines are necessary to provide the training that is why training and development is a cost consuming process. The disadvantage of this process is it consumes time. Training and development process helps the employee to understand the work but if the trainer explain the things in rush then it becomes the problem for the organisation (Sikora, and Ferris, 2014).

Employees contribute in building the brand image of the organisation. The performance of the employees helps in delivering the best quality of services to customer. Quality of services received by the customer gives the positive feedback which builds the strong brand image in the market. Each and every employee encourages the other employees towards the work. If an employee has good performance then the organisation appreciates the employee by providing them by rewards and awards. It encourages the other employees to perform well so that the organisation brand image is build up. It is necessary to measure the performance of employee by evaluating the growth of the organisation. Performance Indicator is use to evaluate the performance of the organisation. Different organisation has their different pattern to evaluate the performance (Collings, Wood, and Szamosi, 2018).

 For example- Manufacturing industries measure their performance by evaluating the efficiency of per unit. But in the Service industry the performance is measure by evaluating the growth of the organisation such as annual sale, growth in size, and many others. It includes those items which reflect the achievement of organisation (Shields, et al., 2015).

From the above analysis, it has been concluded that the organisation has the responsibility to deliver the quality of customer services. Quality of services provide by the organisation to train the employees by training and development process. Training and development are the different word but it is used for the similar objective. Training and development is the beneficial for the organisation because it improves the performance of employees but the organisation also has the disadvantage. It is cost and time consuming process which affects the productivity of the organisation. Performance of employees helps the organisation in building the brand image in the market. Delivery of high quality of services enhances the brand image of the market. The organisation can evaluate the performance with the help of performance indicator. It is necessary for the organisation to evaluate their performance on the regular basis. The organisation will achieve the high growth by satisfying the consumer demand by delivering the quality of services.

References

Collings, D.G., Wood, G.T. and Szamosi, L.T., 2018. Human resource management: A critical approach. In Human Resource Management (pp. 1-23). Routledge.

Cook, S., 2017. Measuring customer service effectiveness. Routledge.

Elstak, M.N., Bhatt, M., Van Riel, C.B., Pratt, M.G. and Berens, G.A., 2015. Organizational identification during a merger: The role of self?enhancement and uncertainty reduction motives during a major organizational change. Journal of Management Studies, 52(1), pp.32-62.

Hollenbeck, J.R. and Jamieson, B.B., 2015. Human capital, social capital, and social network analysis: Implications for strategic human resource management. Academy of management perspectives, 29(3), pp.370-385.

Konings, J. and Vanormelingen, S., 2015. The impact of training on productivity and wages: firm-level evidence. Review of Economics and Statistics, 97(2), pp.485-497.

Kumar, V. and Reinartz, W., 2018. Customer relationship management: Concept, strategy, and tools. Springer.

Shields, J., Brown, M., Kaine, S., Dolle-Samuel, C., North-Samardzic, A., McLean, P., Johns, R., O'Leary, P., Robinson, J. and Plimmer, G., 2015. Managing employee performance & reward: Concepts, practices, strategies. Cambridge University Press.

Sikora, D.M. and Ferris, G.R., 2014. Strategic human resource practice implementation: The critical role of line management. Human Resource Management Review, 24(3), pp.271-281.