How good is your organization’s human resource management? Employees are the backbone of any organization. Without them, you cannot run your business and earn your revenue.
So, it makes sense to take care of them and ensure that you do everything to bring out the best in them. You can motivate them using various means which will ultimately increase the productivity of your business.
If you just increase your investment for employee engagement by 10%, you can get additional profit of $2,400 per year per employee!
(Data: Workplace Research Foundation)
That speaks a lot about the importance of your employees. The need to look after them has lead to the development of human resource (HR) practices that is now an essential part of every organization.
It is a vast field encompassing many processes and strategies that are implemented to enable the employees to meet the business objectives.
The employees of an organization make up the human resource. Human resource management (HRM) is the practices and activities that are used to manage them.
Today all companies starting from big to small ones adopt HRM practices. Either they have a dedicated department to handle the job or a few professionals who take on the whole responsibility.
Now you can also outsource your HR duties and get consultation from expert HR consultancies. It can be an affordable option for startups and SMEs who don’t have the means to run a dedicated HR department.
Before going deep into HR, let’s take a quick look at the basic details.
Concept and Scope of Human Resource Management
There is no single definition of HRM and many scholars have put forward different perspectives. At the simplest level, it is the comprehensive and structured management of the organization’s workforce or manpower.
It is the part of management process that deals with the people working in an organization and their relationship with it. The goal of the management process is to develop an effective organization of the workforce keeping their interests and wellbeing in mind. When the wellbeing of the employees and working groups are secured, the can contribute their best to the organization’s success.
HRM is a continuous process which handles workers both at the individual level and group setting to achieve the objectives of the company. It is the responsibility of all functional management levels and encompasses many areas primarily including:
- Enhancing the skills, capabilities and knowledge of the employees
- Addressing the employee’s behavioral, emotional and social aspects
- Dealing with all hierarchies and levels of employees from lowermost to top and also skilled and unskilled ones
- Handing responsibilities of implementation of HR policies to line managers and staff managers
- Now that you are aware about the concept of HR, let’s move on to discover its objectives.
How does a Human Resource Management software help?
A Human Resource Management (HRM) software aims to provide the right people for the right job so the goals of the organization are achieved effectively. Based on this objective the following derivations can be made-
Determining Organizational Structure and Enhancing Productivity for human resource management
One of the most important objectives of HRM is to trigger efficiency and bring competence in the workplace. Its success is determined by the ability to meet organizational goals.
HR aims to define clear aims and achieve them in order to benefit organizations.
HR is also concerned with identifying problems that need to be addressed and influences rules and issues. It also brings in the right people and guides their confidence towards a positive direction making a social impact.
Closing the Gaps between Organizational Departments
The HR department has the objective to coordinate all the different organizational departments and make them function harmoniously. It looks for all out growth and functional exploitation of human resources.
The HR professionals use human resource management practices to make effective use of the workforce by directing them to the proper organizational sectors. It includes various techniques like recruitment, rewards, evaluation, training, human resource planning and so on.
Facilitating Employee Satisfaction
HR is about the employees primarily so one of the major objectives is to offer them satisfaction.
The heightened global competition in human resource management has made it difficult to find and retain the skilled candidates in this age. A company faces a huge loss due to employee turnover and loss of productivity.
The HR, for human resource management, aims to offer employee satisfaction through its practices like rewards, incentives and building a favorable working culture.
If your business offers services to customers, you need to take a look at employee satisfaction levels too, as that could directly determine how happy your customers are in the long run.
For most businesses that are looking to leverage on growth with human resource management, having good customer service is important. You get to build on customer loyalty and brand credibility – two factors that power your business ahead.
Yet, it isn’t easy to deal with unhappy customers. Lengthy waiting times often lead to increased abandonment rates – and statistics suggest that as many as 80% of customers who do not call back if they’re unable to get through the first time.
Data to Improve Customer Satisfaction with human resource management
It’s one thing to deal with customers, and another to know how customer problems are solved.
You need to get access to in-depth data analytics. Know the average wait time for each customer and call abandonment levels. Get access to different metrics including service level, and live calls in real-time.
Long waiting times, for instance, gives rise to unhappy customers who can negatively affect the working morale of agents, who would have to deal with increased stress and exhaustion.
Personalize Communication for better human resource management
Everyone likes to be appreciated. Why not make them know that you know who they’re?
Get caller information every time, and pop-ups every time a customer calls you, so that all calls are attended to.
Easy Problem Resolution
Look for faster problem resolution. If you can speed up resolution times, it helps to solve customer problems quicker.
Skills-based routing, for instance, ensures that queries go to only those agents who are apt at handling it.
Record for Evaluation Purposes for improved human resource management
To ensure customer satisfaction, you would need to know how customer interactions are happening.
From keeping a tab on agent behavior to strategizing on how better to deal with customer problems, recording conversations makes things a whole lot easier. Recording also helps to know where you need to focus on than just generalizing with employees, and expecting them to get better.
How are you using Human Resource Management in your business?