Human Resource Management Assignment

ASSIGNMENT ACKNOWLEDGEMENT SHEET FOR SUBMISSION OF ASSESSMENT Serial No 40074724 enrapture note 1. duty assignments must be submitted on or before the date due. 2. Students must ensure that they atomic number 18 not guilty of plagiarism which is, essenti all in ally, referring to the words/ideas of opposites without acknowledgment. Students must comply with the statement below. Students Declaration The attached designation is my own work, and has never been submitted for valuatement on any other course before.Proper referencing has been made to all sources create or unpublished works and the ideas of other persons. (Students Signature) Yasas Kalubowila Full Name of Student Mr. Kalubowila Prathibha YasasDate submitted _14 Jan 2012_ Programme _BA (Hons) business organization focusing (capital of Singapore) Course Code _39604BH______ Name of Module/subject _ charitable Resource Management Class ____1__________ - Assignment Title/Reference no. (if applicable) _HRM 08701 (Part 2) -Teacher Dr eitheren / Mr Jeffrey Tan___ ___________________________________________________________________________ For Office Use You be required to develop a two- sidereal day founding preparedness course for Baristas (Day 1 should focus on companionship induction and Day 2 on job specific induction). The course is designed for all late baristas, and bequeath be pictureed to groups of 12-16 people. Write a report which includes a) The overall aim and specific instruction markives for the course. Aim of the CourseAccording to Armstrong (2009), employees are far more than(prenominal) probable to resign during the initial months after joining the organization. The main aim of this induction computer classme is to welcome our tonic colleagues in to coffee shop Co. family and to get them to understand their role within the organization. This give help them to settle into their jobs more easily and at the resembling time this forget helper the staff to add loo k on to the company which testament help the management to align with the company goals and achieve competitive advantage in the persistent run.In any training program, the instruction objective has to be Specific, Measurable, Achievable, Relevant and cartridge holderly (Armstrong, 2006, p506) in order to file away the training goals 1. Understanding the organization and t * History * Understanding Vision, Mission & Value Statement * staple conditions of Employment ( Working hours, leaves, holidays, insurance schemes, ) * Organizational Structure 2. Working Culture * Effective team Management * Improve leadership qualities * Getting to know the line managers 3. Product Knowledge * Varieties of coffee and preparation systems diet Menu & Beverage Menu 4. Customer shekels * Importance of customer service * Standard functioning procedures (SOP) * Handling a customer complain * Customer appreciation joint Count 170 b) An write up of how this training program go away advance the performance of employees. * Give an understanding about the company history, s cleart(p) circumstance and long term goals * Companys vision, mission and value statement * Allow the trainees to apprehend company culture and understand the rules and regulations * Get to know the management staff and the environment so he trainees will not feel cornered * Understand the food and beverages which will be sold together with coffee * Learning the coffee mixtures and varieties of coffee beans in order to give a good intuitive feeling to the customers * Build a friendly attitude toward work and improve on customer service to earn unfermented customers * Understand the sequence of service to give a smooth operation in service and decrease time lags Word Count 110 Day Time Venue Description Media Remarks 1 8. 30 am 9. 5am schooling Room Foyer impartfast & Registration N/A The player will be given with course materials, Employee Handbook and other necessary documentation. 9. 1 5am -9. 30am Training Room amaze speech N/A The managing Director of coffeehouse & Co will deliver the welcome speech. 9. 30 am- 10. 15 am Training Room Introduction to coffee shop Co. ProjectorVideo on Cafe Co. The video will show and elaborate on Cafe. Co History and the current standing. -History -Current Standing in the market 10. 15am 10. 0 am Training Room Foyer Morning Coffee Break N/A kick around Spread with refreshments 10. 30 am-11. 30 am Training Room Our Business and Our Goals Video, PowerPoint Presentation & Speech With aid of the Employee Handbook, the trainer will go through ,Company vision ,Mission,Value statement ,Goals Long term and Short term 11. 30 am- 12. 00 Noon Open area Leadership icebreaker game N/A Trainees are divided into two groups to play the game Magic Shoes. Refer attachment 1 12 Noon 1. 30pm Restaurant Lunch N/A The Group will be taken for the dejeuner at a restaurant nearby 1. 0pm 2. 30pm Training Room Employment Conditions Presentation & Speech The HR manager will brief on the Employment Condition and benefits given by the company * one-year Leave * Absent Reporting * Hours of work * Overtime payments * Contract 2. 30pm -2. 45pm Training Room Q & A 2 wireless microphone, Facilitator The Employees are to ask questions to clarify any doubts they slang regarding the contract and the conditions 2. 45pm -3. 15 pm Training Room Organizational Structure and Career advancement opportunities PowerPoint presentation The HR Manager will ntroduce the return management and the company hierarchy. Job advancement opportunities and examples of the individuals who started as baristas which had advancements in their careers 3. 30pm 3. 45pm Training Room Foyer good afternoon Coffee Break N/A Buffet Spread with refreshments 3. 45pm 5. 00pm Training Room Introduction to Cafe Co. Products PowerPoint Presentation,Video Clips The Employees will get to see the line of products which Cafe Co. offering. 5. 0 0pm End of Day 1 Day Time Venue Description Media Remarks 2 8. 30 am 9. 0am Cafe Co. waiver Breakfast N/A Buffet Spread with refreshments 9. 00am -10. 30am Cafe Co. Outlet Food Hygiene and Safety Requirements PowerPoint Presentation, Demonstration The trainer will go through the food hygiene & safety requirements. -Food preparation -Handling of equipments -Fire safety-Fire Extinguishers-Fire Drill 10. 30 am 11. 00am Cafe Co. Outlet Customer Service PowerPoint Presentation Trainer will give a presentation,-Importance of the customers-How to attract new customers -Customer appreciation -Customer Loyalty 11. 0am-12. 00 Noon Cafe Co. Outlet Handling Customer Complains N/A intent Play in groups of 3 to 4 - to each one group is given a scenario -The trainer will assess them in handling the situation -Remarks from the trainer 12. 00 Noon- 1. 30pm Cafe Co. Outlet Lunch Meeting with the Line managers N/A Buffet Lunch-The Line Managers will go around and talk with the Trainees du ring the Lunch 1. 30pm-3. 00pm Cafe Co. Outlet Standard Operational Procedure of Cafe Co. Demonstration and PracticalCutleries, Cutleries The Trainer will Demonstrate the service sequence. accept the Guest-Locating a table-Offering the Menu-Taking Orders-Serving -Attending to various requests from the guest -Table Settings (Cutleries) 3. 00pm -4. 45pm Cafe Co. Outlet Coffee Preparation Methods keep abreasted by Coffee Break Coffee Machine, Coffee Cups, Sample Food in the Menu, The Trainer will Demonstrate how to arrest unlike Coffee Mixtures-Each Group will try to make their own Coffee-All the food items in the menu will be served during this session. -The trainer will emphasize on the importance of product knowledge. 4. 45 pm 5. 5pm Cafe Co. Outlet Course Summery, Evaluation and gag rule Address PowerPoint Presentation, Evaluation Forms, Facilitator The Trainer will give the Closing address and will leave the premises where the facilitator will conduct the Evaluations 5. 15pm End of the Induction Program Word Count 613 a) Explain the training methods and media you would suggest for delivering each part of the program, justifying your choices. (1000 words) Learning Styles Before planning a training program it is impotent for the trainers to understand different styles of learners.According to Honey & Mumford, there are four styles of learning they are activists, reflectors, theorists and pragmatists (Gray, Cundell, Hay and Oneill, 2004) Honey and Mumford withal suggested that the use of the senses (hear, see, feel, smell & taste) can enhance the learners learning experience. Figure 1 -They need models, facts and concepts to engage in learning -like to understand theories behind actions -Involves themselves in new experiences. -Willingness to take Risks -Have an open mind -people who learn by Doing Practical approach -like to put what they learn in to utilize -Experimenting -like to try out new ideas -Learn by observing and thinking -takes time to come to shutting -they avoid leaping in like to watch in the side lines Training Methods Choosing the correct training method to deliver the training is very important for both the trainer and the trainee. There are scads of factors to consider when choosing a method. Some of them are Audience age, take aim of education, learning style of the trainees, budget, trainers skills and training style.Training Method Description Advantages Drawbacks Where did we use? Why did we use? Lesson/Instructions The trainer will deliver the lesson to a group of people Ideal for smaller groups. Can archive transfer of information easilyCan make the learning experience more interesting with the use of the right media. Cannot handle Larger groupsVery trainer pertain Standard of the training directs too much on the trainer Most of the activities on the first day was more based on this method of training -Our Business and Our Goals -Employment Conditions Organizational Structures and Care er Advancement Opportunities-Food hygiene and Safety requirements This is the most common method of transferring the information out to an audience. Even though this can be bit monotonous, using of a mixture of media like videos can make the learning experience more effective. The topics like business and our goals, employment conditions and etc are very straight forwards topics which can use lessons to deliver.Seeing, sense of hearing Demonstration The trainer will demonstrate a task in front of the trainees. How to Fold a NapkinHow to prepare an espresso Aids understanding and retention Stimulates learners interest Can give learners a model to follow Must be accurate and relevant to learnersExamples require lengthy prep timeMay be difficult for all to see Standard Operational Procedure of Cafe Co. Coffee Preparation Methods By Looking at the demonstration they will get an idea on how things are carried out.Also by giving them an opportunity to practice the above demonstration s will increase the effectiveness of the training Researches suggests, by using kinesthetic learning will increase the results in learning outcomes (teaching Mineralogy, 2011) Seeing, Feeling and tasting Training video These videos can be particularly designed for training purposes or it can be normal media which can be taken from the vane Easier to understandImages and motion pictures can be recalled easily than words and phrases Production cost can be spicy for training videos Our business and our goals. Introduction to cafe. o It is interesting to see something than listening to someone for few hours. Easier to enrapture the attention of the trainees. Seeing, Role play Trainees act out characters assigned to them. Information regarding the situation is provided to the trainees by the trainer. focusing on interpersonal responses The more meaningful the exercise, the higher the level of participant focus and intensity Outcomes depend on the emotional (and subjective) react ions of the other trainees. Handling Customer Complains Role playing can be a very interesting way to see how a person reacts to a certain situation.But the scenarios has to be considerably prepared and the trainer must always facilitate to keep the trainees from derailing away from the desired learning objectives We apply this method in order to prepare the trainees or the future employees to handle difficult situations with no hesitation. furthermore they will be well prepared to face different types of customers with different attitudes and to handle the complains well. Feeling Games This is to improve the finish making and sense making capabilities of the trainees. Build a fun and enthusiastic atmosphere in the training program.Improve the critical thinking skills of the learnersTime management and team building skillsBring out the leadership qualities of the participants. Time consuming. aspiration might arouse the conflict among the participants Leadership Icebreaker G ame The game Magic shoe is utilize to choose a leader within the group. This will improve the team dynamics and at the same time it will build a unity among the team members. This will benefit the participants in enhancing their decision making skills and consequently improve their time management skills as well.Word Count 904 e) Outline your evaluation strategy for the course. (250 words) Evaluation can be defined as a way of assessing or judging the value of a piece of work (Tufo, 2002). It is the systematic legal opinion of the worth or merit of some object (Trochim, 2006). The evaluation of this induction program is based on kirkpatricks 4 levels of evaluation model. Figure 2 shows the 4 levels of learning and the how it effect the participants. Figure 2 aim 1 (Reaction) This is used to understand how the trainees or the participants felt about the program. Happy sheets and feedback forms will be given to the trainees soon after the induction program is over in order to ide ntify the effectiveness of course delivering methods. For long term evaluation, customer ecstasy surveys and employee performance evaluations will be conducted every three months. Level 2 (Learning) Learning evaluation can be identified as the measurement of the increase in knowledge before and after the program (Chapman, 2009). Observations will be conducted after the induction program on how the new employees handle the coffee machines and equipment.Furthermore a questioner will be given to the new employees to identify the improvement regarding the product knowledge. Level 3 (Behavior) In one month time follow up surveys will be conducted to both employees and managers in order to identify whether the employees are applying the things which they pack learned during the induction program. Also customer service feedback forms will be given to the customers after one month time to find the improvement and the application of knowledge. Level 4 (Results) Measuring the performance of the company in increase or decrease of sales.Daily sales level followed by monthly sales level. In period of 3- months time measure the increase or decrease in product quality and the customer feedback. Consequently by evaluating the effect on company profit will give a broad description on how the induction program has an impact on the business in long run. Word count 311 Reference 1. Armstrong, M. (2006). Handbook of HRM practices, 10th Edition, London, Kogen Page. 2. Armstrong, M. (2009). Handbook of HRM practices, eleventh Edition, London, Kogen Page 3. Chapman, A. (2009).Kirkpatricks learning and training evaluation theory. Business balls. Online. easy at http//www. businessballs. com/kirkpatricklearningevaluationmodel. htm . Accessed 12th Jan 2012 4. Fleming,N. ,and Mills,C. ,(1992). kinesthetic Learning. Teaching Mineralogy. Online. Available athttp//serc. carleton. edu/NAGTWorkshops/mineralogy/xtlsymmetry/kinesthetics. html Accessed 14th Jan 2012 5. Gray,D. Cundell,S. Hay, D. Oneil, J. (2004) Learning through the Workplace seventh Edition, Cheltenhan, Nelson Thornes LTD. . Leadership games. (2012). Leadership games for groups. Leadership games. Online. Available at http//leadershipgames. org/ . Accessed 14th Jan 2012 7. Trochim,M. K. W. ,(2006). Introduction to Evaluation. Research methods Knowledge base. Online. Available at http//www. socialresearchmethods. net/kb/intreval. php . Accessed 15th Jan 2012 8. Tufo,S. (2002). What is evaluation?. Evaluation trust. Online. Available at http//www. evaluationtrust. org/ . Accessed 15th Jan 2012 Appendix 1 Magic ShoesMake 2 lines on the ground at least 8 feet apart and have the participants break into 2 groups, with each team having one pair of magic shoes. Instruct the team to converge behind one of the lines and have them cross the lava (the ground they are crossing) with only one person at a time using the magic shoes to be able to walk across the lava safely. Each team will be challenged to select a leader who would plan the strategy on how to have the entire team cross without being burned (Leadership games,2012). Section D Student reflective statementPlease issue the questions below and submit with you assessment on Friday 15th January 2012. Please note that this is worth 5% of your assessment mark and should be approximately 500 words. What have you learnt in the process of completing your assignment? Human Resource Management (HRM) can use as a powerful force to archive organisational goals. But I feel that in the Singapore Context these practices are not carried out effectively. peculiarly local firms, they name the department as HR department but they only do administrative work. Basic things like Recruiting and selection.I feel that they need to focus more on things like HR teaching and training in a strategic level. This will give the company an edge in the competition. All in all it gave me lot of insights on to the role of a HR manager and the importance of him or her in the top management to make decision making easier. What helped or hindered you progress? My work experience as a manager helped me in doing this assignment. Lot of the things mentioned in this module is similar to what I do at work. But the tough part is searching for relevant materials and resources and giving references was slowing down my progress.Nevertheless by reading the course materials and the lecture slides gave me a broad understanding regarding Human resource management and also how to build the induction program effectively. But time management was a difficult task for me as I have work during week days and weekends as well. Therefore it hindered my progress and resulted in bucket along through the assignment. For each section please reflect on whether you are satisfied with you submission and if not, wherefore not? Considering the overall work, I am contended and happy because with all the time barriers I managed to finish it on time.But because of the giv en word counts I had to limit my thoughts and findings which was not satisfactory. Furthermore I have doubts in my referencing method and the amount of references I used because I was unable to attend to the special class where the lecturer conducted in regarding referencing. What actions will you take as a result of what you have learnt while doing this assessment? I am working in a small company which has close to 25 employees in the whole Singapore branch which is the head office for all the other branches in Malaysia, Indonesia, India and Thailand.Last week I was in Indonesia for one of the training sessions which they were conducting for some of their trainers (We are dealing with Schools). And I was very happy how they conducted their training. It was a well critical and well structured. After the training they had the training program I took some feedback from the trainees and they were very good. On the other hand the training which we conduct here in Singapore is very info rmal sessions which dont really follow any standard. So with the help of my knowledge I am going to mixture the training structure of our company and standardize for all the other countries as well.