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Durban (MBA Year 1) 1 E-mail Contact Numbers bisso4rea06@yahoo. 2nd April.com.com (Work) 0312017322 5 (Home) .Durban.O BOX 50477.ASSIGNMENT COVER SHEET Surname First Name/s Student Number Subject Assignment Number Tutor’s Name Examination Venue Date Submitted Submission (√ ) Postal Address P.MUSGRAVE 4062. South Africa. davidreplica@gmail. Aliwal street. MANCOSA Campus.DURBAN. 2010 First Submission √ Re-submission LASEINDE ABISOLA ABODUNDE 113681 HUMAN RESOURCE MANAGEMENT.

Signature: A.2 Assessing and developing employee for future 15-16 roles. Strategy implementation and Strategy evaluation.3 Linking customer service.) QUESTION 2.2010 TABLE OF CONTENTS TITLE CONTENTS PAGE INTRODUCTION 2 QUESTION 1.A laseinde Date:2nd april.2 work that motivates and satisfies employees.1 Linking HRM and company business objectives 2-3 Strategy formulation. QUESTION 1. QUESTION 4 Implementing effective compensation system BIBLIOGRAPHY 16-19 20-22 6 . 3-4 QUESTION 1.2 Training and developing the employee 11-13 QUESTION 3. quality and 4-6 productivity QUESTION 2.1 HR requirement in an organization (The process 7-10 of planning recruitment and selection.1 Performance management measurement at dell 13-15 QUESTION 3.0780273718 Course/Intake MBA Year 1 – January 2010 (Cell) Declaration: I hereby declare that the assignment submitted is an original piece of work produced by myself.

the mission statement set the mood of where the company should go. because the HR function is informed of various strategies which are being considered . The external environment has 2 aspects. The macro environment 7 . In strategy formulation. SITUATION ANALYSIS: This involves analyzing of the internal and external environment of the work place. they should be challengeable but achievable. Dell South Africa established itself as one of the leading vendors in the world in the ‘90s. The macro environment and the micro environment.but might not be fully involved in strategic plan of such programme (Noe et al . OBJECTIVE: Are concrete goals that organization seeks to reach. we will consider the following: MISSION: a company mission is the reason for it being.QUESTION How the Human Resource environment at Dell is 1.2008:73). Another component of dell HR strategy is succession planning. From the case study we can infer that dell has a highly efficient HR Department with a managing director at the head. It deals with linking the human resource environment at dell with the company’s business objectives and how dell motivates its employees and also process used in selecting and training their employees. 2008:555 )describes succession planning as a balance for employees need in the organization by ensuring suitable supply of successors across current and senior position arising from business strategy. In linking HRM practice to the company’s business objective at dell. (Noe et al.1 Linking HRM practices to the company business objectives INTRODUCTION: 1 managed. the last question focuses on compensation and it’s benefit. The level of integration between the HRM function and the strategic management function is a type Two-way linkage.

then results of strategy should be measured and evaluated and changes made as required to keep the plan on track. identified cost leadership.customers(which dell has considered as well). STRATEGIC IMPLEMENTATION. It involves translation of detailed policies into action that can be understood at the functional level of the organization. It should be translated into specific policies such for functional areas. Company image. 1. such as company’s culture. etc. Incorporating all these dell as an organization will then be able to have the competitive advantage. 8 . organizational structure.suppliers ( dell build it’s system to customer specification). Intrinsic Motivation: This occurs when people are internally motivated to do something because it either brings them pleasure. Michael porter. economic. It can be intrinsic or extrinsic. (dell also enjoys double digit growth rate in local PC market)in strategy formulation. market shares.analysis include a political. human resources etc. Extrinsic Motivation: This occurs when a person is compelled to act in a certain way because of factors external to him or her like money. the free encyclopedia describes motivation as the activation or energization of goal oriented behaviour. STRATEGIC CONTROL After the strategic implementation.2 Designing work that motivates and satisfies the employees as well as Wikipedia. social and technological analysis. procurement.Michael Porter devised a 5 force framework that is useful for industry analysis which include barrier to entry . He further argued that only one of the generic alternatives should be pursued. [PEST analysis]. such as marketing.substitute products and rivalry among competing firms INTERNAL ANALYSIS: considers situation within the firm itself. differentiation and focus as three generic strategies that should be considered.

Social needs may be satisfied to a large extent in the work situation. 9 . Meeting customer expectation of service is a very important aspect of any organization function. In conclusion.(Nel et al 2008:338).the effect is lesser.org defines customer service as the provision of services to customer before during and after a purchase. Therefore people need can never be fully satisfied.2008:337).Motivation is the key factor that keep an employee working at his or her best. Another way the human resource environment at dell motivates it employees is by meeting the managing director and discussing their views and concerns as well as making suggestions. self –actualization needs now become uppermost. Wikipedia . if this is absent. when people needs are met . In relating this to the Incentive theory of motivation. and their work environment may be designed in a way that increases employee interaction. another need takes it place. quality and productivity.The case study describes the profile of a typical dell employee as a driven professional who thrives in an environment where pressures and rewards are both high. then employees quality of work will deteriorate . Element of dell philosophy include establishing good customer relationship and providing a superior customer experience for their clients.. The work people do.In his self actualization theory.3 Maximizing customer service.Maslow needs theory states that people will continuously want things .as soon as one need is satisfied.(nel et al.the effect is greater as the duration decreases .. 1.. but it can be difficult to develop a strategy that will translate these needs into an incentive for improved individual performance. A reward when presented after occurrence of an action will elicit a person to perform the same action again. workers in an organization need something to keep them motivated. the disadvantage is the excessive socialization may lead to a negative effect on employees’ work output. if such an action is rewarded immediately .then can then apply their skills to the best of their ability.

In integrating customer service with culture. 4.Steve. For customer service to become a way of life.HR professionals can shape this though the development of policies such as recruitment . Top Management should be convinced of need for an overall emphasis on a manufacturing strategy for the entire organization. Quality assurance: Can be said to be a behaviour inclination of an organization as a whole (organizational cultural dimension and individual employee behaviour motivation) as part of any process used to pursue Quality in the products or services of Organization. we know that all organization has it own culture.( Marilyn . In the case study. there is need for integration into every aspect of an organization. that is the way things are done around here.1996:510)describes how quality and productivity can improve a firm competitive advantage. Dell also has an excellent culture which is codified into the soul of their organization. Organization must increase their quality or loose their market shares.l.HR professionals take on the role of internal consultant to any organization.team briefing and reward which have customer service at it core.C. 3.(Nel et al 2008:54). Their unique contribution is their ability to keep a finger on the pulse of their organization and to understand what will work and what will not and to be a valuable part of information flow to ensure things are working the way they should. Firms must have an understanding of the level of quality desired by consumers. The human resource dept have a key role to play in the development and delivery of customer service strategy.k and Sarah .m and George . STEPS IN IMPLEMENTING GOALS OF QUALITY AND PRODUCTIVITY. Training and orientation of all workers in the department about new strategic orientation. development . Engage in team building and goal setting activities 10 . Increasingly. their role is to provide guidance and facilitate progression moving through the key stages of designing and implementing a customer service strategy.training. (1995:23-28) in their article link the HR dept to customer service delivery. also management should be aware of the exact level of quality necessary to meet or exceed the quality standard of competition.

Encourage worker suggestion and reward good idea and productivity with positive feedback and recognition. In conclusion as employees get involved in quality and productivity.which will improve communication and working relations among departments. their satisfaction will increase. 8. General survey of customers to the products perception and priorities do change over time. recruiting employees and selecting employees.(Snell and Bohlander 2007:48) . In identifying the HR requirement . 7. 5.1 identifying HR requirements-HR planning. Question 2 The process involved in the acquisition and preparation of potential employees at dell. Planning is the process of anticipating and providing for the movement of people into .we will examine how the HR dept plans and recruits. recruiting and selecting employees will be evaluated . INTRODUCTION The process used in planning. Continue to gather information .after sales on user attitude and conduct a customer service audit where they compare the company service to its competitors. Customer survey will also show a company the level of satisfaction of their customer.The advantages and disadvantages mentioned . 6. Company must improve the work flow and make the design of manufacturing system more flexible and effective to new products demands.within and out of an organization. Customers 11 . 2. Workforce planning is therefore an integrated and holistic resourcing planning be sure that they are offering the products and benefits the customers seek.

Human resource planning is important because.(Noe et al 2008:192 1. Better developed employees 4. 2. Phase 2: Goal setting and Strategic Planning The forecasted labour surplus and labour shortage will be used to determine measurable goals for each particular skill area or job category. and objectives of both HR and the organization being implemented in an organization. The organization will then choose a strategy which will provide for the achievement of the set goals. 3. Greater employee satisfaction 3. Dell uses that need to be made.process that ensures that the right people are in the right roles to meet the current organizational profit plan. It also advertises all available job internally and post them on it website. it allows for: 1.(Noe et al. 12 .mission. 2008:185) Phase 3: Programme implementation and Evaluation.It involves the vision . People can also approach dell directly to find out about the current oppournities. Techniques used include sophisticated and powerful software packages that large and small companies can easily use. Actual programme implanted against action programmes planned.(Nel et al 2008:220).(Nel et al 2008:216). More effective and efficient use of people at work 2. It involves the implementation of strategy so as to achieve the goals in phase 2. Actual staffing levels against forecast staffing requirement are comparison Actual levels of labour productivity against anticipated levels of productivity.2007:69). Recruitment: The case study states that dell makes use of recruitment agencies as well as search and selection specialist to source its staff.(kleynhan et al. More effective employment equity planning.It also involves evaluation of results of planning process. The Process of HR Planning Phase 1: Forecasting The first activity of HR planning involves forecasting so as to determine labour demand and supply. goals.

Can be said to be the practice of choosing amongst the current company workers to fill a position that falls vacant over time.both internal and external method to recruit.Campus Recruitment 4. 13 . INTERNAL RECRUITMENT Advantages 5. www.the free library. 4.Employment Agencies 3. Creates `inbreeding and stale ideas. SOURCES OF INTERNAL RECRUITMENT 1. because they are familiar with the organization and their products. Customer: Who are often neglected.2008:227) The advantages and disadvantages of internal and external Recruitment. Referrals from current employees. company notice board.Job advertisement circulated to present employees.(Nel et al. Personnel records to identify present employees with potentials 3.2008:226) EXTERNAL RECRUITMENT: Is when a business recruits new staff from outside the business SOURCES OF EXTERNAL RECRUITMENT.Formal employees which include those who were laid off previously or have worked seasonally. 2. Recruitment is almost central to any management process and failure in recruitment can create difficulty for any company including an adverse effect on its profitability and inappropriate levels of staffing or skills.(Nel et al.Advertisment (placed in Newspaper. Provides greater motivation for good performance Disadvantages 1.Direct mail 5. INTRENAL RECRUITMENT.com (most important aspect human resource management). Magazines and internet) 2. Methods used in internal recruitment include. internal job sheet. and company intranet. 1.

4. Enables employees to perform the 4. refers to the process of recruiting via the internet(externally) and intranet(internally).2008:39) 6. 3. It involves choosing the best of those recruited. Creates political infighting and present pressures to compete 3. national and international exposure. 3. Loss of time owning to adjustment.here individuals not qualified for the job are quickly eliminated.(Nel et al. 2008:225) E-RECRUITMENT: Is a type of online recruitment. Online communication device are used between organization and applicants {Nel et al 2008:227) SELECTION Is the process of choosing the most suitable persons out of all participants. The existing organizational hierarchy 2. 5.2008:239). if the minimal requirement are not met.(Nel et al.4. Preliminary Screening :This is the 1st step . Completion of application Form: The filled in application forms provide pertinent information about the individual and are used in job interviews 14 for promotion 3.6. Requires a strong management employees 7. Job advertisement receive local.(Nel et al 2008:227). The benefits are lower advertising costs 2.Dell also makes use method in recruiting. Present employees cease to strive remains relatively unchanged. Provides oppournities greater for promotion 2.The process of selecting recruit was not enumerated in the case study. Provides better oppournities to assess abilities development programme 8.individual may not be able to fit with the rest of the organization . Creates a homogenous new job with little lost time. Provides new ideas and insights 1. workforce EXTERNAL RECRUITMENT Advantages Disadvantages 1. 1. Provides greater diversity Table 1(Nel et al table 8. Information about vacancies are accessible 24hrs a day. 2. I will briefly consider processes used to select below.

L.Appointment is made on probation of one or two years. 11. it involves employees to verify an applicants current position and salary.2 TRAINING EMPLOYEES Training can be defined as the planned effort by a company to facilitate employees learning of job related compentencies. 9.2008:249). skills or behaviours that are critical for successful job.(Nel et al. Test: A it test is basically some a sample of of an a person behaviour.(Nel et al 2008:244) 8. 10.Psychological tests are being used frequently in employee where involves aspect individuals attitude. the human resource or management can then take on the decision of employment.2005:243). the salary grade. Reference checking: A further selection method. THE TRAINING PROCESS: 15 .(Prasad .2008:267).These competencies include knowledge. it is used to get information from the applicant and to judge the applicant on the basis of the information. the rank. Employment: Is the final stage in the selection process. Interview: Is one of the most widely used tool.L. 7.(Prasad . if he or she agrees and knowing about his or her technical competencies. the candidate is confirmed on the job.The post. (Noe et al. where upon satisfactory performance during the period. Employment selection. Medical Examination: Applicants who have crossed the above stage are sent for physical examination to determine if there are existing disabilities and know the pre-employment status of the employees. 2. Employment can be offered in form of an employment menitoring. the date and other terms and conditions and other contractual agreement mentioned. After the selection steps have been taken.and for reference check to determine the applicant suitability for employment.2005:242-243).Companies are now investing million of dollars in training programme to gain a competitive advantage.behaviour and performance.

2008:280) 5. while programme related involves on-the –job or off-the –job training. In selecting training method. awareness of training needs.2008:291-294) • On-the-job-training: Is usually used to train new recruit and to upgrade skills of experienced employees. it may include question or answers question session. Some of the method used in training will be briefly evaluated. ENSURING TRANSFER OF TRAINING: Employers should try and allow employees who go on training to apply such skills. As far as employee related issues are concerned .271).(Noe et al 2008:286). job rotation. ADVANTAGES 2.(Noe et al. discussion and case studies to provide for participation. careers. (Noe et al. Dell invests in ongoing online and classroom training for staff as well as on-the-job training and mentoring.(Noe et al.2008:465-466) Advantage 16 .it entails where and how employees are to be involved such as in or outside of working time. NEEDS ASSESSMENT: This is the 1st stage in training and will indeed identify the problems which could be poor performance.2008. interest and goal. • Classroom Training: It involves a trainer who lectures a group of people. 4.2008:294).(Noe et al. we must determine if it going to be employee related or programme related. new technology or job redesign.g of methods used include coaching. Least time consuming 4.3. ENSURING EMPLOYEES READINESS FOR TRAINING: Employees readiness for training are evaluated through self-efficacy .understanding of the benefits and consequences of training. CREATING A LEARNING ENVIRONMENT 6.It allows workers to learn because they actually perform the task on the job. understudy . SELECTING TRAINING METHODS.e.(Nel et al. In the case study. Less expensive 3. Large number of learners.

Ability to control what they learn and speed at which they progress through a programme. Snell and bohlander( 2007:311) include four criteria for evaluation ie.guide the candidate on how to move effectively through the system. Ability to deliver training to. 17 . (David. Advantage 1. Disadvantages 2. or attitude or directly influenced objective measures related to company effectiveness. Affective and result outcomes measured following training can be used to determine transfer of training. i e the extent to which training has changed behavior. (Nel et al 2008:469) • Mentoring: When a senior employee takes an active role in guiding role in guiding another individual we refer to this as mentoring. Affective outcomes and Result and return on investment. EVALUATION: This is the final phase in training.Reaction.P. learners anywhere in the world 2.learning. While.2006:124) INTERNATIONAL TRAINING: Dell employees are allowed to travel overseas to further their training. This is support system guided by a mentor vouches for the candidates.A.and Stephen.behaviour and results. It relies on the mentor ability to be a good teacher.. It has the tendencies to perpetuate the current style and practices in the organization 3. Noe et al (2006:298) categorizes training outcomes as cognitive .The learner learns at her own pace and receives feedback on learning performance • On-line training: Training over the intranet or internet. It allows for learning oppournities and support via training by computers online. skillbased. Skill-based. It could be onthe –job or off-the job. it also makes appropriate introduction and advises . skills. answers for the candidates in the highest circles within the organization.

Your discussion must consider the following: 3.it should be a future oriented activity. ahead of his or her peer. The typical dell employee has a performance plan which is reviewed regularly.any employee that is identified as being a top performer is placed on an accelerated development plan. 2006:223).1 Measuring employees` performance. This development is to aid better oriented results and serve as incentives to other employees at dell. While.(Nel et al.Perfomance appraisal is the process of evaluating and communicating to an employee how he or she is performing the job and establishing a plan for improvement (Iloyd. but before we discuss the types of approach used in performance management. Performance Management is a holistic approach and process towards the effective management of individuals and groups to ensure their shared goals as well as organizational strategic objective.l.2008:493).development and management.Perfomance management can be measured through different approaches.intellectual achievement and performance worthier of reward than race or sex or social status. This means that each dell employee is individually assessed and also have individual development plan which they try to improve on. The case study also states that the company is a meritocracy where employees are rewarded for good performance measured excellence of against a set of metrics.Performance appraisal is a component of performance management and it is usually measured on a short term basis. 18 .Question 3 Manager need to ensure that employees have the necessary skills to perform current and future jobs through continuous assessment . as well as an individual development plan that is a working document…the company identifies top performers every year and places them on an accelerated development plan. Performance can be measured through performance appraisal and performance management. this indicates that dell considers talent . how the above is accomplished at dell.and Leslie. With regards to this statement.

2006:340-359) The approach used at dell can be said to be the result and quality approach.G . Attributive Approach 3. Comparative Approach 2.Michael. Result Approach 5.the purpose of performance management must be mentioned.2008:351). this are. Behavioral Approach 4.W.) Management by objective(MBO) : Goal setting lies at the heart of the MBO process. Quality Approach ( Noe et al. Administrative Purpose: it assist the organization with administrative decision Development Purpose: This seeks to improve performance and develop employees at their jobs.Surrette.F:2006:275) Goal setting 19 .R and Norbert.the technique used include: a.Administrative and development.(Noe et al 2008:332) Strategic purpose: simply means linking employee activities to the organization goal. the Result approach is based on the premise that results are the one best indicator of how a subordinate performance has contributed to organizational success (noe et al. it involves long range objectives that cascade through the organization department objectives and then to the individuals.Strategic. (Pieter. TYPES OF APPROACH 1.

L.2 Preparing employees for future work roles: Dell recruits top performers into their by offering sound career path. Periodic reviews: This mechanism allow the MBO measure progression towards their goals. as well as opportunity to develop their skills. job experiences.2008.2008:354) 3. Development phase. Common self assessment tools include.) Productivity Measurement and Evaluation System: It main goal is to motivate employees to higher productivity. career planning workshop. ASSESSMENT PHASE: It identifies employees strengths and weakness. David.(Pieter. it emphasizes both internal and external customers in setting standard and measuring peformance. 3.394) 20 .the disadvantage include employees being held accountable for good and bad results. M.(Noe et al. career workbooks. (Noe et al. Tools used include. it also involves learning that is not related to the employees current job.2006:276) b.Periodic review MBO Action planning Self control Figure1: Action planning: It constitutes a road map for accomplishing their goals.(Luis. Gomez.R.B. Direction phase. It allows employees discuss problems that they be having. 1. relationship and assessment of personality that help employee prepare for the future. The assessment phase 2.2003:300) 1. myers-briggs type indicator. Robert.(Noe et al. 2. assessment centres. Quality approach: It is aimed at improving customer satisfaction.performance appraisal and 360degree feedback system. Development is a formal education.G et al.2008:383) There are about three stages involved in creating a development programme. benchmarks.

provide reinforcement and feedback.2008:404) Job rotation: Involves assigning employees to various job so they can acquire a wider base skill. DEVELOPMENTAL PHASE: It involves taking action to create and increase skill to prepare for future job oppornities. job rotation and tuition assistance. methods used include Individual counseling: One-to-one session with goals of helping employees examine their career aspirations Information service: It provides career development information to employees. skill inventories .(Luis.2003:309). degree programmes to continuing education programmes. if they believe pay and benefits are unfairly distributed. Tuition assistance programme: Dell as an organization can do this to support their employees education. QUESTION 4: Dell is considered as an employer of choice because of its highly effective compensation system.Benefits of mentoring are advancement of the career of the protégé by nomination for promotion or sponsorship. The methods mentioned above can help the employees at dell to be prepared for their future work roles. DIRECTION PHASE: It involves the type of career employees want and steps they must to realize their goals.(Noe et al.(Luis et al.G et al. workshop. The most commonly provided information system are job-posting system.G et al. there is usually better job performance and longer service in organization who develop a protégé.2006:402).2003:304307) 3.(Luis. career paths and career resource centers. Mentoring has been explained above. (Pieter. coaching. it can range from seminars. Coaching: Is a peer or manager who works with an employee to motivate them to develop their skills.Methods used includes mentoring.(Luis et al.2.R et al.2003:313). 21 . How can effective compensation system lead to employee satisfaction or dissatisfaction.2003:313). Methods used an be one-on-one sessions ie paring an employee with an expert. Counseling in both work and personnel issues.

no change will occur in the employees behaviors. Table 2. Wage survey to determine the ongoing rate in the labour market Employees perceive as equitable Reward good performance Documentation of HR records.2.this also indicate EQUITY. (Noe et al 2008:487) 22 . Top management willingness to recognize individual ability and efforts. It also refers to all forms of financial returns and tangible services and benefit employee receive as part of an employment relationship. but also intrinsic rewards such as achieving personnel autonomy and more challenging job opportunity . this indicates that there is some level of comparison with the wages other PC company . Government legislation 4.2006:351) figure11. attitude and vice versa. Boarse cited in Nel et al. Compensation objectives 1.(Adapted from Pieter Grobler et al.g pay.Comply with the law Obtained by Wage survey to determine the ongoing rate in the labour market. The table below shows the objective of a good compensation system and how it can be achieved. Job evaluation system. The equity theory argues that a person compares her own ratio of perceived outcomes ( e. labour market forces. 2.g efforts. The case study mentions that dell pays market related salaries. working condition) to perceived inputs (e. experience )to the ratio of comparison with others. Collective bargaining 3.Retain good employees 3. If equity is perceived . Attract good employees 2. OBJECTIVE OF A GOOD COMPENSATION SYSTEM. 1.(Grobler et al. ability.Compensation refers not only to extrinsic rewards such as salary and benefits.2008:282 that the achievement of these objective is influenced by several external forces. Government legislation. Motivate employees 4. Top management philosophy regarding payment and benefits 5. benefits. 2006:351).

2008:291). INCENTIVE PAY SYSTEM : It is geared towards measurable performance results like cost savings.2008:530) PROFIT SHARING : Involves all or certain group of employees sharing in a non-deferred pool created by percentage of the profit. Identify compensable factors c. sales MERIT PAY SYSTEM: Links pay to performance by basing.(Nel et al . and characteristic of job in a given organization setting to determine match for individual skill. Develop job hierarchy d. lag behind or pay he same as other industry players. task.(Nel et al.(Nel et al. (Nel et al. The dissatisfaction is that employees fail to see the relationship between work performed and organization profits. if employers follow certain step in determining the value of job done within their organization. f. (Noe et al. Carry out compensation survey. Establish final pay policy.2008:288) a.Effective job compensation can lead to employee satisfaction. knowledge and need.) Constructing Job grades: All the job in a given grade are seen to be essentially the same . Construct Job grades e.Is usually tied to achievement of very specific goals for productivity.) Establishing final pay policy. and cost effectiveness.Company must decide whether to take the lead. These include a.) Conduct job analysis.2008:291). employee annual increase on performance appraisal.2008:289) d. f.2008:295) GAIN SHARING.they are paid relative to each other and to the other job in the organization.The process of describing and recording the purpose. It has the dissatisfaction of discouraging team work and difficulty in attracting suitably qualified employees. quality improvement.(Nel et al. Conduct job analysis b. It can lead to 23 .

24 . (Noe et al.2008:543). to ensure the effectiveness of compensation system. emphasizes used be made on : 1.2008:546-548).) Employees should participate in decision relating to incentive compensation system.(Noe et al. GROUP INCENTIVE AND TEAM AWARDS: It involves rewarding employee at level of the group.2008:295) Dell can satisfy its employee by introducing a mix of these compensation programme to meet the needs its employee. it enables companies to track financial results while monitoring progress in building capabilities and acquiring intangible assets for future growth. CONCLUSION: Dell is a leading PC organization that integrates its human resource environment with the company business objectives.(Nel et al.while creating dissatisfaction by replacing it with competition from outside team.dissatisfaction because one might not be able to determine the role employees had in achieving these goals.) Effective communication should take place to ensure that employees understand the incentive the incentive based compensation system 3. In conclusion.The satisfaction is that competition between individual is reduced .) Organization should take note of the fact that not only incentive pay plans impacts on productivity and performance but also on the manner in which employees are treated. the Balanced Score Card approach should be used. 2.

W.W.George..3.R.T.R.M. • Snell.. Werner. London: Prentice hall..P.R.(2003) resources.G.9th edition.D...B(2008) Human Resource Management.David.P.pp 10.l and Leslie..Poisat. New York: McGraw-hills international edition.. (2006) Human Resource Management 3rd edition: London.Available from Emerald online library. Revised edition. Michael.Gomez-mejia.[on-line].8th edition. New Delhi: Prentice hall..H (1998) Human resource management.. Haasbreok. • Noe.Gehrart.A.S.Vol.M.L.(1996) for competitive Prospective on quality and 5Managing human advantage. 25 .&bohlander.Robert.Hollenbeck.18.(2008) th Human edition.G. P.B.Surette.L..3rd edition.and 7TH Edition Cape Schultz. productivity Helms.. Singapore :john wiley and sons • Graham.S.c.BIBLIOGRAPHY...B.H.. Resource Management: Gaining a competitive advantage 6 Pieter . • Iloyd. Stephen.(2006) Human resource management. town:Oxford University press Southern Africa. New Delhi: Sultan chand and sons.R.(2003) Human Resource management..Robert.[Assessed 22nd march 2010) • Nel..J.No. • Gupta.Sono.Thomson.(2007) Mason:Thomson Human Resource Management. F.. • Luis.A.(2006) Human resource management.Norbert. Mcgraw-Hill.7th edition. D.G.A.P. • David.. • and Wright. • Marilyn.

Available from Emerald on-line library. [Assessed 19th march 2010] • www.org (free encyclopedia). Training for Quality [on-line].Vol.C.and Sarah.k. 26 .wikipedia.1.The implication of customer service initiative for human resource professionals.• Steve..3 No.Assessed on the 15th of march 2010.(1995).

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