Chapter 4 :

STAFF MANAGEMENT
(Pengurusan Kakitangan)
 Introduction
 Staff management
• involving employees and their relationship with the
organization.

 Aim
• is to obtain employees/staff that can improve
organizational performance.
 Function of Staff Management
Management function: Operative function:
1. Plan 1. To get staff/
2. Organize employee
3. Execution 2. Development
4. Controlling 3. Compensation
4. Separation
 Operative function
a) To get staff/ employee:
• To obtain good employee for SC excel.
• Effective requirement of staff.
• select exact staff for suitable job.
• Obtain skilled and quality staff.
 Operative function
b) Development:
• To expand company’s service quality.
• To expand staff quality and company’s operation.
• Expand tools and equipments.
• To increase management quality and advertisement
media.
 Operative function
c) Compensation:
• Give good remuneration to employees.
• Give good reward and advantage to loyal customer.
• Provide good discount in service with reasonable price.

• Reward to excellent employee.

 Operative function
d) Separation :
• Separate ineffective worker.
• Categorize employee with requirement.
• Segregate work level according to management
requirement.
 Ways of Staff Planning
 Determine staffing needs for present and the
future.
 Select a qualified person for each job.
 Continuous training for staff so that the level
of knowledge does not drop.
 Maintain good remuneration payment.
 Good supervision.
 Advantage of Staff Management
 Quantity of staff remain optimum at each level.

 Appropriate requirement of staff.

 Changing in employment, appraisal and next

plan can be predict.
 Steps in Staff Management
 Analyze current condition, work separation
and staff KPI.
 Plan for future objective.
 From the objective, specific post will be open.
 Staff needed in specific post will be determine.
 Plan/ verify the quantity of employees are
appropriate.
 Staff remuneration must be taken into account.
 Staff selection
 Staff from other department ; in same or
different SC.
 Person who clear with SC policy.
 Person who have good required experience and
training.
 Person with good self adaptation to different
work environment.
 Person who can bring improvement to SC
according to their experience.
 Staff source
1. Educational institution:
• Choose from student in final year (near
graduation).
• Student who have done
Practical/Industrial Training which shown
good work performance.

2. Private Agencies

3. Department of Labour (Pejabat

Buruh)
 Staffing option
 Vacancies advertisement:
• Advertising is made to specific positions in the
appropriate media.
• More effective because service center has many
options to select staff with various skills.

 Ordinary application
• Workers in person or contacted the service center to
get vacancies if any.
• This method is often used for job that do not require
much skills such as security guards, cleaners etc..
 Staffing option
 Leasing / Contract
• Employees who are taken to make certain
jobs that require high skills or work that
does not require skills.
• Employees are usually paid by the day or
week.

 Nepotism
• Choose worker among family member.
 Separation
 Separate Productive and Non-Productive work.

 Productive works:
• Service work that paid by the customer directly.
• work paid by the customer.

 Non Productive works:

• Service work where the customer does not pay directly.
• This work is crucial to the coordination and
supervision of efficient workshop operations.
 Productive work
 Example of productive worker:
• Mechanics
• Technician
• Car washer/cleaner.
 Non-Productive work
 Example of non-productive worker:
• Security guard
• Receptionist
• Car tester
• Workshop cleaner
• Car mover.
 Ratio
 Ratio of non-productive to productive worker:

1:5
Non-productive Productive
 Qualification
1. Workshop Manager
• Bachelor Degree in Engineering
 With experience in workshop management.
• Diploma in Automotive
 With experience over 4 years and interest in workshop
management.
 Qualification
2. Service Advisor
• Diploma in Automotive

3. Foreman
• Diploma / Certificate in Automotive
• With over 3 years of working experience.
 Qualification
4. Mechanic ( Automotive Technician)
• Diploma/ Certificate in automotive (MLVK-Level
1&2).
• Working experience over 1 years.

5. Mechanic Apprentice (trainee)

• Certificate in Automotive or MLVK (level 1&2)
 Method to select best candidate
INTERVIEW
 Do an interview before hand out a job

application form.

 Obtain the following information about the

applicant:
• last employer.
• Responsibility / last job.
• Assessment made ​by the previous employer.

 Hold a final interview to make a comparison

between the qualifications of a person with work
requirements. Use the job description as the
 Application Form
 Function:
• provide a concise and accurate description of work history, education,
experience and family background of applicant.

• Provide a brief overview of the applicant's background, training, experience

and other qualifications necessary for you to decide.

• To provide a permanent record for easy reference such as an address, Phone No

and others.

• Gives you a statement / detailed data on applicants for legal purposes if it is

required.

• physical qualifications should also be considered as a good track record, stable

production, the quality of work is dependent on a person's health.
 INTERVIEW
Purpose:
 identify and evaluate some of the character

(personality) that can not be derived from the

application form.

 Before an interview, a general and detailed

information can be obtained from the application
form and testimonials.
 2 type of interview
There are 2 type of interview that can be
perform:

1. Interview by Individual

2. Interview by Committee
 Interview by Individual
 Service Manager with the help of other manager
or employers representative to interview
applicants for certain positions such as :
• mechanics,
• foreman,
• service advisor,
• washers and trainees.

 The appointment to the post made ​by the service

manager himself.
 Interview by Committee
 Management positions usually interviewed by the
committee.

 At least two or three members of the Board of Directors

or experienced SC’s staff will take turns interviewing.

 After the interview, applicants often will visit SC. At this

time, the employer will make a general evaluation of the
speech, dress, attitude, etc. shown by the applicant.
 Introduce new staff to work
There are 3 steps should be taken to clarify a job
practice to a new staff for the first time:
1. Tell - split a work into several steps to perform.

2. Show - do every step in front of the staff. It is to make

sure that he understands how the work is done.

3. Give a chance to the new staff to do every each steps

on their own. Correct any errors he committed.
 Continuous Training Program
 Although every employee given training during his
position, but to improve their performance and to
equip themselves with theoretical knowledge and
practical updates, on-job training should also be given
continuously during the time they worked in SC.

 WHY?
• To improve technical knowledge.
• To improve attitude and initiative.
• To improve skill.
 Example of Continuous Training
 Wall Chart
• Brochure on reception techniques.
• Manual / guide to repair or use of equipment.
• special training film for a product.
• Training sessions outside SC.
• Service courses in private institutions or government.
 Example of Continuous Training
 Job Description Form
• This is a form used to explain the work to be carried
out and the who (staff ) will do the work.

 Reward
• Remuneration received by the staff as a reward for their
services is a basic salary plus incentive.
 INCENTIVE SCHEME
 What is incentive scheme?
• scheme used to promote or encourage working
behavior by staff during a period of time.
• Beside the basic salary, some SC provides some form
of other benefits to employees in order to improve
productivity. This is because the most effective way to
encourage good work and prevent employee turnover
to SC is to provide rewards commensurate with the
quality and quantity of their work.
 Principles in Incentive Scheme
 Fair and not doubted or questioned by all staff
involved.
 Provide benefits to employers and employees.
 Easily understood by all involved.
 Easy to calculate.
 Payment only varies with performance of the
staff.
 2 type of Incentive scheme
1. Non Financial incentive

2. Financial Incentive
 Non Financial Incentive Scheme
 Non-monetary (money) benefits received by the
employee from the employer. Although this benefit
is not in monetary terms, but it has value to
employees.

 For example:
• Ease and Benefit such as sick leave, medical expenses,
insurance, uniforms and other (paid by employers).
• Promotion.
• Equal serve to all employees.
• Safe and comfortable working condition.
 Financial Incentive Scheme
 Extra benefit in monetary term given by
employer to employees.
 Example:
• Bonus
• Wages per hour.
 Type of Incentive Scheme
1. Based on a percentage of wages / salaries of
employees paid by the customer.
• SC profit distributed amongst employees based on
their salary.
• encourages employees to work as a team to gain
income for company.
• Workers will try to complete their job in shortest time,
because the faster a task is completed, then the more
money they will receive.
• employee will also look to reduce costs with minimal
waste of material.
 Type of Incentive Scheme
2. Time based incentive scheme:
• employee is paid based on hours of work done.
• The scheme is used mainly when the quality of work
more important than quantity.
• Need supervision from supervisor and controller to
make sure the job is done in realistic standard time.
 Type of Incentive Scheme
3. BONUS scheme:
• usually made to employees in addition to their basic
salary as part of their wages.
• In SC, extra compensation given if for shortest time.
• Fast work, extra money.
• 2 type of Bonus Scheme:
i. Hasley Scheme
ii. Rowan Scheme
 Hasley Scheme
 Time saved by the employee in the course of
his duties shared equally 50/50 between
employer and employee.
 Example:
• Standard time = 5 hr
• Time taken = 3 hr
 Time saved = 2 hr
 Bonus Paid = ½ X 2 hr = 1hr
 Paid work hours = 3 hr + 1 Hr = 4hr
 Rowan Scheme
 Received bonus relative to the time saved by
employees.
Bonus = (A/T) x (T-A)
 T = Standard time provided
 A = Time taken (by worker to do work)
 Example:
• Bonus = (3/5).(5-3)
= 6/5
= 1 1/5 or 1.2 hr
So, paid hour = 3+ 1.2
= 4.2 hr
 Effect of Incentive Scheme
 Positive Effects:
Increase the efficiency and productivity of staff
Improve customer satisfaction and loyalty.
Enhance staff morale to improve performance
Increase sales of goods and services, and increase
profitability.
Create and introduce ways to work more efficiently and
effectively
Does not require full monitoring because employees
themselves will ensure that the good results obtained.
 Effect of incentive scheme
 Negative Effects:
 Quality of work may be affected unless the quality
control is establish.
 If the scheme is too complex, can increase
administrative and recording work that can effect
productivity and increasing overhead cost.
The employees will have doubt to the scheme fairness,
if they do not understand the principles and policy of
the scheme.
End of Chapter 4~~~~