Preview

RECRUITMENT, SELECTION AND TRAINING IN THE SERVICE SECTOR

Powerful Essays
Open Document
Open Document
1798 Words
Grammar
Grammar
Plagiarism
Plagiarism
Writing
Writing
Score
Score
RECRUITMENT, SELECTION AND TRAINING IN THE SERVICE SECTOR
1. Introduction

Organisations have changed and are changing as a result of a focus on the customers. It is now recognized that meeting customer needs is the base of any successful organisation. There may be a pressure to improve shareholders value, increase profit but it has recognized that the key is to achieve these objectives is to satisfy the customers. As W R Scott (1987) pointed out
‘However, organisations are not closed systems, sealed off from their environments but are open to and dependent on flows of personnel and resources from outside.’
Managers need to understand their customers in order to meet those customers’ needs better. To meet customer needs as well as possible a company needs to provide goods and services:
• At lower cost
• At maximum customer satisfaction
• With competitive advantages.
The guest satisfaction starts at recruitment with:
• Recruit the right staff
• Train and motivate them
• Empower them to deliver guest satisfaction
• Appraise, develop and incentive them.

2. Service industry characteristics

The service industry is special because:
• The service is delivered by people to people
• The service is produced and consumed at the same time
• Customer’s perception of service quality linked to morale of front-line staff.
Characteristics of services:
• Perishability
• Contact dependency
• Inseparability
• Variability
• Lack of ownership
• Intangibility
• Simultaneity
As Macken (1997) suggests:
‘Recruiting people who are wrong for the organisation can lead to increased labour turnover, increased costs for the organisation, and lowering of morale in the existing workforce.’

3. The Recruitment and Selection process

The process of recruitment and selection are closely linked. Both activities are directed towards obtaining employees with the requisite competencies and attitudes, and recruitment activities lay the groundwork for the selection process by providing the pool of applicants from whom the



References: Armstrong, S and Mitchell, B (2008) The Essential HR Handbook. NJ: The Career Press Inc. Armstrong, M (1991) A Handbook of Personnel Management Practice. London: Kogan Page Foot, M and Hook, C (2008) Introducing Human Resource Management. 5th edn. Harlow: Pearson Education Limited Galgano, A (1994) Companywide Quality Management. Portland OR: Productivity Press Juran, J M and Gryna, FM (1993) Quality Planning and Analysis. New York: McGraw-Hill Macken, G (1997) ‘Taking a Holistic Approach’, Professional Manager, p.7. Makin, P and Robertson, I (1986) ‘Selecting the best selection techniques’ Personnel Management. November, 38-40 Mullins, Laurie J (2002) Management and Organisational Behaviour. 6th edn. Harlow: Pearson Education Limited Scott, W R (1987) Organizations: Rational, National and Open System. Englewood Cliffs. NJ: Prentice Hall

You May Also Find These Documents Helpful

  • Powerful Essays

    Managing Relationships

    • 2121 Words
    • 9 Pages

    On establishing cost verses differentiation an organisations focus should switch to the customer management, meeting and building on a customers need. Thus bringing us to the purpose of the essay, on how to best manage a customer’s needs while also satisfying and mutually benefiting the needs of the organisation.…

    • 2121 Words
    • 9 Pages
    Powerful Essays
  • Powerful Essays

    Customer Service

    • 1394 Words
    • 6 Pages

    1.1 Communicate to customers their organisation’s service offer, how it balances organisational and customer needs and how it meets customer expectations…

    • 1394 Words
    • 6 Pages
    Powerful Essays
  • Powerful Essays

    Dale, M. (2003) A Manager’s Guide to Recruitment and Selection, 2nd edition. London: Kogan Page…

    • 1889 Words
    • 8 Pages
    Powerful Essays
  • Good Essays

    Recruitment refers to the process of attracting, screening, and selecting a capable person for a specific job. This short report will look at factors which may affect recruitment within an organisation, different recruitment and selection methods, workforce diversity and the induction process.…

    • 1137 Words
    • 5 Pages
    Good Essays
  • Good Essays

    Customers are satisfied when hey meet the service they expect. all organisations want to delight their customers by exceeding their…

    • 805 Words
    • 4 Pages
    Good Essays
  • Good Essays

    Effective recruitment procedures for any role can be a competitive advantage for an organisation. Ineffective recruitment and selection procedures can result in increased costs, time wasted, disruptions to current operations, reduced productivity and potential interpersonal difficulties which can negatively impact on the success of the…

    • 3226 Words
    • 13 Pages
    Good Essays
  • Satisfactory Essays

    Recruitment and Selection is the process of establishing and determining the candidate who best suits a job,taking into consideration the nature of the organization.It is a costly process as it entails a lot of steps to be undertaken in order for it to progress.There are factors that influence recruitment such as: external and internal.It is with recruitment methods,tools and techniques that the human resource practitioner gets the right caliber that is needed for that particular job.There are various sources of recruitment and they are as follows: external and internal sources. Just as in recruitment,selection has tools that help with the determination (interviews and assessment centres). Thus selection being a process of job matching with relevant skills,education and experience.…

    • 409 Words
    • 2 Pages
    Satisfactory Essays
  • Powerful Essays

    Hiring Process

    • 2053 Words
    • 6 Pages

    With knowing that the fate of a company lies inside the quality and efficiency of the people that are employed with the company, it is crucial that the right people are placed in the accurate roles within the company. Hiring new employees is a strategic function in the department of Human Resources and with that comes recruitment and selection as a process for hiring new employees. While many employees are selected by job site posting on what the company is looking for and having their resumes sent in to the organization, recruitment is a bit different being that it is a tool that can be used in finding and attracting potential applicants for employment. The difference between the two is simply the act of searching out the potentials rather than the resumes being sent in to be reviewed; far…

    • 2053 Words
    • 6 Pages
    Powerful Essays
  • Powerful Essays

    Recruiting, selection and hiring of employees is the most important job of a Human Resource person. Cooper, et al, (2003) it cannot be blunder that the success of any firm depends on the quality of human resources and talents in the firm. The quality of the organization’s products and services will suffer if unsuitable people are employed. In the CIPD view point it believes that effective recruitment is central and crucial to the success of day -to-day functioning of any organization. The success of recruitment depends upon finding the people with the right skills, qualification and expertise to deliver organization objectives and the ability to make a positive contribution to the values and aims of the organization (CIPD, 2009).…

    • 4522 Words
    • 19 Pages
    Powerful Essays
  • Powerful Essays

    In order to profitably satisfy customer needs, an organisation must understand its external and internal situation including the customer, the market and its own capabilities. Furthermore, it needs to understand and adapt to the dynamic and uncontrollable factors of the environment in which it operates.…

    • 4696 Words
    • 19 Pages
    Powerful Essays
  • Best Essays

    It is considered that the most critical thing for a company is to effectively and efficiently deliver the service to the customers. It does really matter which industry the organization is operating in, the features of services have be taken very seriously and in addition to that, customers have to be satisfied in order for the organization to grow. It has been argued by numerous scholars that the primary need of the customers in the modern business world is to have a good experience, along with added value to be served to them. It is important to note that regardless of the capabilities of a product, the organization is not likely to be successful in accordance with its full potential if the offered services are not effective and efficient enough. In addition to that, the management of the services includes the whole end- to- end process, in which the customer is facilitated by the provider of service in every way it could be. The approach of the service management urges the organizations to stop focusing on what we do or what we have and start focusing on what we deliver to the customers. It is important to note that most of the customers buy a product because of its excellent service.…

    • 2200 Words
    • 9 Pages
    Best Essays
  • Better Essays

    Recruitment and Selection

    • 2195 Words
    • 9 Pages

    Selection can be described as selecting the best candidate, the individual with all the specified essential characteristics, and selecting them for the job (Newell, 2006.) There are a number of different methods used for selection by human resources, each with a different predictive validity on the predictive accuracy model. When an organisation is deciding which method of selection to use they may consider the most cost effective (Beardwell and Holden, 2001) or rely on predictive validity.…

    • 2195 Words
    • 9 Pages
    Better Essays
  • Powerful Essays

    A customer is a person who adopts and uses a product or service which fulfil his requirement.…

    • 5452 Words
    • 22 Pages
    Powerful Essays
  • Powerful Essays

    10. Delery, J.E. and Shaw, J.D. (2001) ‘The Strategic Management of People in Work Organizations:Review, Synthesis, and Extension’, Research in Personnel and Human Resource Management,20: 165–97.…

    • 3450 Words
    • 14 Pages
    Powerful Essays
  • Powerful Essays

    b) Suggest different ideas that Rajat can use to keep the customers happy in his chain of…

    • 3130 Words
    • 19 Pages
    Powerful Essays