Development of

Human ResourcesKristian Peralta | Macki Cosgayon Thea Obamos | Gigi Alba

Functions of Human Resource Management

1. Job Organization and Acquisition

2. Human Resource Retention

3. Development of Human Resources

4. Separation

Objectives

By the end of this session, participants should be able to:

Define training, learn its goals and objectives, and explain its significance to the organization

Identify and explain the 4-stage Training Cycle

Objectives

Give examples of training strategies that organizations use for human resource development

Define career planning, learn its goals and objectives, and explain its significance to the organization

Enumerate the 4 steps in the career planning process and explain the strategies used

Objectives

Define employee engagement and explain its significance to human resource development

Give examples on how to generate employee engagement in the organization

Training

Training & Development Definition

Training – an organization’s planned effort to facilitate employees’ learning of job-related competencies

Development – formal education, job experiences, relationships, and assessments of personality and abilities that help employees prepare for the future.

Objective of Training

To help the organization achieve its mission and goals by improving individual and, ultimately, organizational performance

Significance of Training

Maintains qualified products and/or services

Achieves high service standards

Provides information for new comers

Refreshes memory of old employees

Achieves learning about new things; technology, products/service delivery

Significance of Training

Reduces mistakes – minimizing costs

Opportunity for staff to give feedback/suggest improvements

Improves communication & relationships – better teamwork

Benefits of Training

Improved employee

morale

Less supervisio

n

Fewer accidents

Chances of

promotion

Increased productivi

ty

Basic Grounds for Training

1. New Hire Training

2. Retraining

3. Technology Training

4. Uptraining

Training Methods

1. On-the-job Training

2. Off-the-job Training

The Training Cycle

Identify learning need

Design training

Deliver training

Evaluate training

Management Development

Mentorship

Leadership Training

Executive Education

Career Planning

Career Planning

Career - the series of work-related positions a person occupies throughout life

Career planning - establishing a plan that indicates an individual’s path in his career, in consideration of his skill sets, interests, and future goals

Significance of Career Planning

Goal-driven productivity

Personal and organizational growth

Succession planning

Position alignment with skills and interests

Financial advantages of in-house experts

Objective of Career Planning

Develop employee career plans that take into account their skills, interests, expertise, and preferences, matching them with specific steps and actions for development and growth, in alignment with a company’s organizational goals

Career Planning

Organization-centered career planning

Individual-centered career planning

Career Planning: Organizational & Individual

Organizational Individual

Note changes in interests & goals as career and life stage change

Assess alternative paths inside & outside the org

Plan life & work goals

Identify personal abilities & interests

Develop & audit a career system for the org

Assess individual potential & training needs

Plan career ladders

Identify future organizational staffing needs

4-Step Career Planning Process

Self Assessment

Exploration & Research

Gaining Experience

& Credentials

Implementing Career Strategy

Strategies in Career Planning

Aptitude and personality testing

Income graphing

Job rotations

Internal hiring

Lateral and vertical transfers

Work-life balance

Employee Engagement

Team Building Activity

Campbell’s Soup CEO Doug Conant

“To win in the marketplace you must first win in the workplace.”

Definition

Employee engagement - the emotional commitment the employee has to the organization and its goals

Employee Engagement

Engaged employees

Higher service, quality, & productivity

Higher customer satisfaction

Increased sales

Higher levels of profit

Employee Engagement Drivers

Employee perceptions of

job importance

Employee clarity of job expectations

Career advancement opportunities

Regular feedback and dialogue with

superiors

Quality of working

relationships with

coworkers

Perceptions of the values of

the organization

Effective internal

employee communicatio

ns

Characteristics of an Engaged Employee

Highly productive

Involved

Takes ownership

Committed

Empowered

Engaging Employees

Planning

Survey

Flexibility

Trust

Compensation

Games

Recreation

How 3 Organizations Ensure Human Resource Development

through Training, Career Planning, and Employee Engagement

Directly hires employees except utility staff

Conducts employee orientation after contract signing

New hire classroom/exposure training for 7 days, 1 month buddy system (shadowing)

Contractual employees for 5 months, performance evaluation for regularization before 6th month

Bi-annual performance appraisals

Medical, dental, and cooperative benefits upon regularization

Basic salary with incentives and bonuses

Training for newly-rolled out polices and processes, constant training for customer care

Training for leadership, communication, decision-making, team building

Lateral and vertical job movements

Loyalty awards with rewards for year 5/10/15/20…

Directly hires employees except utility staff

Conducts employee orientation after contract signing

New hire classroom training for at least 3 weeks (depending on client requirements), at least 2 weeks of nesting

6-month probationary period, quarterly performance appraisals with yearly performance-based salary increase

Lifestyle benefits: Teletech passport (discount card), game rooms, concerts, award nights, family day, summer outing, team building activities, etc.

Internal lateral and vertical job movements with opportunities for interim positions, leadership and management trainings

Basic salary, allowances, and performance-based incentives, commissions, bonuses, Teletech Dollars and Teletech Store

Employee referral programs

Teletech University

Technology based systems for transparency: Intranet system, Kronos for schedule and pay monitoring, Sick Hotline for calling in sick, IT portal for technology-related issues, etc.

Partnership with Cornell University for online courses

1-month new hire training and orientation at Training Center, branch immersion

1-2 days for existing employee seminars (branch, region, hub)

Technical training (branch, region, hub)

1-month training for Customer Service Representative (CSR) to New Accounts Clerk (NAC)

2-week training for CSR to Loans

1-week training for lateral operations transfers

1-month New Systems Training (Training Center), 1-week immersion, 1-month rotation among departments and/or branches

4-month training for Branch Operations Officers at the Training Center

6-month Managerial Training at the Training Center

Think Big Program - little ideas that can create a huge impact by economies of scale

Other Orientations and Seminars

Quarterly bonuses, performance-based salary increase, bonuses for year 5/10/15, bonus for passing board or bar exams

Medical, dental, and optical benefits

Outings, anniversary and holiday parties

Sir Ken Robinson

“You cannot predict the outcome of human development. All you can do

is - like a farmer -create the conditions under which it will begin to

flourish.”

References

Anthony W.P., Kacmar, K.M., Perrewé, P.L. (2002) Human resource management: a strategic approach, 4th ed. Fort Worth : Harcourt College Publishers.HF5549 .A866 2002

Crim, Dan and Gerard H. Seijts (2006). "What Engages Employees the Most or, The Ten C’s of Employee Engagement". Ivey Business Journal. Retrieved 2013-01-24.

Employee Commitment Remains Unchanged..... Watson Wyatt Worldwide. 2002. Retrieved 2006-11-07.

Engage Employees and Boost Performance. Hay Group. 2002. Archived from the original on 2006-11-23. Retrieved 2006-11-09

Fresno State University Website (http://www.fresnostate.edu/studentaffairs/careers/alumni/planning/)

Goldstein, I. L., Ford J.K. (2002) Training in organizations: needs assessment, development, and evaluation, 4th ed. Belmont, CA . HF5549.5.T7 G543 2002

Greer, C.R. (1995) Strategy and human resources – a general managerial perspective, Prentice Hall.

Hamilton, Chris Top Ten Ideas for Employee Engagement http://smallbusiness.chron.com/top-ten-ideas-employee-engagement-31543.html

Hulme, Virginia A. (March 2006). "What Distinguishes the Best from the Rest". China Business Review.

Kruse, Kevin Forbes Website http://www.forbes.com/sites/kevinkruse/2012/06/22/employee-engagement-what-and-why/

Mathis, R. Human Resource Management 13th Edition

References

MSG Experts (2013). Management Study Guide. Retrieved January 26, 2015, from Employee Training: http://www.managementstudyguide.com/employee-training.htm

Noe, R. A. (2008). Employee Training & Development, 4th ed., New York: McGraw-Hill Irwin.

Riley, Michael, (1996) Human resource management in the hospitality and tourism industry, 2nd ed. Oxford ; Boston : Butterworth-Heinemann. TX911.3.P4 R55 1996

Ryan, Richard M. and Edward L. Deci (January 2000). "Self-Determination Theory and Facilitation of Intrinsic Motivation, Social Development, and Well-Being". American Psychologist Association 55: 68–78. doi:10.1037/0003-066x.55.1.68. Archived from the original on 2006-12-12. Retrieved 2006-11-06.

State Government of Victoria Website (http://careers.vic.gov.au/exploration/a-fair-workplace)

United State General Accounting Office. (2004). Human Capital: A Guide for Assessing Strategic Training and Development Efforts in the Federal Government. GAO-04-546G.