{"id":825,"date":"2015-04-24T17:40:28","date_gmt":"2015-04-24T17:40:28","guid":{"rendered":"https:\/\/courses.candelalearning.com\/masterybusiness1xngcxmaster\/?post_type=chapter&p=825"},"modified":"2015-10-06T14:30:35","modified_gmt":"2015-10-06T14:30:35","slug":"reading-human-resource-management","status":"publish","type":"chapter","link":"https:\/\/courses.lumenlearning.com\/wmintrobusinessx51xmaster\/chapter\/reading-human-resource-management\/","title":{"raw":"Reading: Human Resource Management","rendered":"Reading: Human Resource Management"},"content":{"raw":"
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Human Resource Management<\/h2>\r\n

Employees at Starbucks are vital to the company\u2019s success\u2014they are its public face, and every dollar of sales passes through their hands. According to Howard Schultz, they can make or break the company. If a customer has a positive interaction with an employee, the customer will come back. If an encounter is negative, the customer is probably gone for good. That\u2019s why it\u2019s crucial for Starbucks to recruit and hire the right people, train them properly, motivate them to do their best, and encourage them to stay with the company. Thus, the company works to provide satisfying jobs, a positive work environment, appropriate work schedules, and fair compensation and benefits. These activities are part of Starbucks\u2019s strategy to deploy human resources in order to gain competitive advantage. The process is called human resource management (HRM)<\/span><\/span>, which consists of all actions that an organization takes to attract, develop, and retain quality employees. Each of these activities is complex. Attracting talented employees involves the recruitment of qualified candidates and the selection of those who best fit the organization\u2019s needs. Development encompasses both new-employee orientation and the training and development of current workers. Retaining good employees means motivating them to excel, appraising their performance, compensating them fairly, and doing what\u2019s possible to retain them.<\/p>\r\n\r\n<\/div>\r\n

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Human Resource Planning<\/h2>\r\nHow does Starbucks ensure\u00a0that its worldwide retail locations are staffed with just the right number of committed employees? How does Walt Disney World make sure it has enough qualified \u201ccast members\u201d to provide visitors with a \u201cmagical\u201d experience? How does Norwegian Cruise Lines make certain that when the Norwegian Dawn<\/em> pulls out of New York harbor, it has a complete, fully trained crew on board to feed, entertain, and care for its passengers? Managing these tasks is a matter of strategic human resource planning<\/span><\/span>\u2014the process of developing a plan for satisfying an organization\u2019s human resources (HR) needs.\r\n\r\nA strategic HR plan lays out the steps that an organization will take to ensure that it has the right number of employees with the right skills in the right places at the right times. HR managers begin by analyzing the company\u2019s mission, objectives, and strategies. Starbucks\u2019s objectives, for example, include the desire to \u201cdevelop enthusiastically satisfied customers\u201d as well as to foster an environment in which employees treat both customers and each other with respect. Thus, the firm\u2019s HR managers look for people who are \u201cadaptable, self-motivated, passionate, creative team members.\u201d<\/span> Likewise, Disney\u2019s overall objectives include not only making all visitors feel as if they\u2019re special in a special place but also ensuring that employees\u2019 appearance reflects a special image (there\u2019s even a forty-seven-page book on the subject).<\/span> Disney looks for people who best fulfill these job requirements. The main goal of Norwegian Cruise Lines\u2014to lavish passengers with personal attention\u2014determines not only the type of employee desired (one with exceptionally good customer-relation skills and a strong work ethic) but also the number needed (one for every two passengers on the Norwegian Dawn<\/em>).<\/span>\r\n
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Job Analysis<\/h2>\r\nTo develop an HR plan, HR managers must obviously be knowledgeable about the jobs that the organization needs performed. They organize information about a given job by performing a job analysis<\/span><\/span> to identify the tasks, responsibilities, and skills that it entails, as well as the knowledge and abilities needed to perform it. Managers also use the information collected for the job analysis to prepare the following two documents:\r\n