HRM:

Excellence through Innovation

Prof. (Dr.) Navin Mathur Vice Chancellor Jai Narain Vyas University, Jodhpur

 HUMAN RESOURCES ARE THE LIFEBLOOD OF EVERY PRESENT DAY ORGANIZATION, MORE SPECIFICALLY A SERVICE ORGANIZATION
EMPLOYEES ARE THE FIRST CUSTOMERS OF EVERY ORGANIZATION MANAGING DIVERSE WORKFORCE

HRM: An Introduction
The National policy of the Government of India states that HUMAN RESOURCE is the major engine of economic growth in most parts of the world. Several countries have transformed their economies by using the HUMAN CAPITAL to the fullest. Present-day GLOBAL ECONOMY has generated great capacity to create large scale employment of a diverse kind from the most specialized to the unskilled. All of us know that generation of massive productive employment opportunities is what India needs the most.

Service sector is one of the fastest growing sector of India. Growth in this sector is an outcome of Innovation which is caused by appropriate Human Resource Management.

Vital Scope of Human Resource Management: EFFICIENT PERFORMANCE, LEADING TO INNOVATION AND EXCELLENCE

HRM
HRM is a distinctive approach to employment management which seeks to achieve competitive advantage through the strategic deployment of a highly committed and capable workforce, using an integrated array of cultural, structural and personnel techniques.

Knowledge Management
Two key factors for success and innovation are knowledge building and the role of the state as a facilitator. Knowledge management is generally understood as a means of having better control over the production and usage of explicit and implicit knowledge. The paradigm shift in the understanding of information and knowledge management is not just the result of a particular distribution or retrieval process, using and applying existing knowledge to new problems. It is also the result of communication, collaboration and social interactions.
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Knowledge Map
Questions/ Discussion

Fad or Fundamental?
Why Knowledge, Why Now?

Action Plan
Getting Started

Knowledge Management

Key Concepts
A Bit of Theory

Critical Success Factors

KM
Cases

The Knowledge Agenda

Contd.
Knowledge building is a part of knowledge management which include the involvement of Human resource. The new view on knowledge management does not take knowledge and information as fixed, but emphasizes the ongoing growth and renewal of information and knowledge in a continual process of authoring, sharing and contribution.

Fad or Fundamental ?

Innovation in Products, Services and Processes

Knowledge Goods & Services Global Customers Changing Needs Time-to-market Smart Products Customization Service Quality Intangibles
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Information

Roots of Knowledge Management Business Transformation (BPR, TQM, culture) Innovation Knowledge Management

Learning Organization

Intellectual Assets/Capital
Knowledge-based Systems

Information Management

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Knowledge is different (1)

Intelligence
Knowledge

Human, judgemental Contextual, tacit Transfer needs learning

Information Data

Codifiable, explicit Easily transferable

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Knowledge is different (2)

Chaotic knowledge processes

Human knowledge and networking

Information databases and technical networking

Systematic information and knowledge processes

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Conversion Process
Source: The knowledge creating company, I. Nonaka and H. Takeuchi

Tacit

Socialization

Externalization

From
Explicit

Internalization

Combination

Tacit

To

Explicit

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2 Key Thrusts

Sharing existing knowledge Knowing what you know

Knowledge for Innovation Creating and Converting

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Seven Levers

Customer Knowledge - the most vital knowledge Knowledge in Products - smarts add value Knowledge in People - but people walk Knowledge in Processes - know-how when needed Organizational Memory - do we know what we know? Knowledge in Relationships - richness and depth Knowledge Assets - intellectual capital
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Knowledge Cycles

Innovation Cycle
Codify Identify Embed Product/ Process

KM Cycle
Collect Classify

Create

Knowledge Repository

Organize/ Store

Diffuse

Use/Exploit Access

Share/ Disseminate

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HRD in Tourism Sector

In service sector specially in Tourism sector, human resource plays a very crucial role. This industry requires a human touch along with service with smile. The human resource who are working under/for this industry need to be multi skilled, forward looking, strategic, creative and systematic thinker. Knowledge management helps in the Human resource development by using technology Innovation and creativity in the services provided by service provider are the two backbone of the Tourism sector. Human resource of this industry are working as a facilitator as they decide the profitability of this industry.
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Multi Skilled and Forward Looking

If human resource is multi skilled then it will easily understand the needs and wants of customer and cater their requirement in a very effective manner. if human resource is forward looking by nature then it can easily understand the future demand and serve the customer in that way

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Strategy
If industry player/ service provider are strategic thinker i.e. they are using competitive advantage (if having) or making yourself sound in technology then they will be able to survive in the industry. Darwin's Survival of the fittest is best suited in this competitive world. If the industry players are not acquainted with the recent trends, fashion, technology etc. then it will mark question mark on their future existence.

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Creative Workforce

Creativity is the success mantra of this industry as uniqueness decides the profitability. Creative workforce will increase the customer attractiveness towards the company which ultimately builds the reputation in the minds of consumer.

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Systematic Workforce

The systematic approach of workforce towards the work decides the success of any organization and this rule also applies in this industry.

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Importance of HRM in Tourism

Increase labor High labor turnover Dealing with the general public Requires a discipline and special personality

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Challenges
Lack of skilled labor Working with the general public Visa and legal constraint Dealing with entertainment Competition Seasonal employment Language skills Can be physically demanded Leakages of information and employement

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Conclusion
Tourism industry requires a human touch along a service with smile. The human resource who are working under/for this industry need to be multi skilled, forward looking, strategic, creative and systematic thinker.

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Improvement of HRM in Tourism Industry

Human Resource Planning Structuring Training Appraisal Incentives Invest in people Profit sharing

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Thank you
Prof. (Dr.) Navin Mathur nmathur11@rediffmail.com