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human resource information

Questions and Answers of Human Resource Information

Know the difference between service climate and culture, and describe the determinants of a climate for service.
Understand what a service-oriented culture is.
Know how to motivate and energize service employees so that they will deliver service excellence and productivity.
Know how to integrate teams across departments and functional areas.
Explain how to build high-performance service delivery teams.
Understand why empowerment is so important in many frontline jobs.
Understand the role of internal marketing and communications.
Explain the key areas in which service employees need training.
Know how to attract, select, and hire the right people for service jobs.
Understand the key elements of the Service Talent Cycle of successful HR management in service firms.
Describe the cycles of failure, mediocrity, and success in HR for service firms.
Understand the factors that make the work of frontline staff so demanding and often difficult.
Explain why service employees are so important to the success of a firm.
Explain why designing an effective servicescape has to be done holistically and from the customer’s perspective.
Know how service employees and other customers are part of the servicescape.
Understand the roles of signs, symbols, and artifacts.
Determine the roles of spatial layout and functionality.
Discuss the key ambient conditions and their effects on customers.
Know the three main dimensions of the service environment.
Be familiar with the integrative servicescape model.
Know the theoretical foundation from environ-mental psychology that helps us understand how customers and employees respond to service environments.
Be familiar with strategic approaches to utilize residual surplus capacity even after all other options of matching demand and capacity have been exhausted.
Know how to use reservations systems to inventory demand.
Understand how customers perceive waits and how to make waiting less burdensome for them.
Know how to use waiting lines and queuing systems to inventory demand.
Understand how to use the marketing mix elements of price, product, place, and promotion to smooth out fluctuations in demand.
Be familiar with the five basic ways to manage demand.
Recognize that demand patterns vary by segment, so that segmentspecific variations in demand can be predicted.
Be familiar with the basic ways to manage capacity.
Understand what is meant by productive capacity in a service context.
Describe the building blocks of dealing with the problem of fluctuating demand.
Know the different demand–supply situations that fixed capacity firms may face.
Explain why designing an effective servicescape has to be done holistically and from the customer’s perspective.
Know how service employees and other customers are part of the servicescape.
Understand the roles of signs, symbols, and artifacts.
Determine the roles of spatial layout and functionality.
Discuss the key ambient conditions and their effects on customers.
Know the three main dimensions of the service environment.
Be familiar with the integrative servicescape model.
Know the theoretical foundation from environ-mental psychology that helps us understand how customers and employees respond to service environments.
Recognize the four core purposes service environments fulfill.
Know the importance of integrated marketing communications to deliver a strong brand identity.
Understand the role of corporate design in communications.
Appreciate ethical and consumer privacy-related issues in service marketing communications.
Understand when communications should take place (“When”), how to set budgets for service communications programs, and how to evaluate these programs.
Know the communications mix elements that originate from outside the firm.
Know the communications mix elements available via service delivery channels.
Describe how customers evaluate services and what determines their satisfaction.
Understand service quality, its dimensions and measurement, and how quality relates to customer loyalty.
Describe how customers evaluate services and what determines their satisfaction.
Since grievance procedures are found in most contracts, both managers and unions must want them. Explain why both managers and unions want grievance procedures.
If you were asked to explain why various types of people are on the employer’s bargaining team, what reasons would you give for (a) the company lawyer, (b) the director of industrial relations, (c)
In preparing to negotiate an agreement with a union, what types of information would you gather before arriving at the bargaining table?
What roles do labour relations boards serve in labour–management relations?
What distinguishes craft and industrial unions from each other?
In your own words, summarize the primary objectives of unions.
What penalty (if any) should Foster receive?
Make arguments for the union and for the employer.
What specific recommendations would you give Johnson? Are there any programs or initiatives that you would suggest?
Assume that you assigned to examine labour relations at the Travellers Inn. Review the material for Johnson, and briefly summarize your major findings.
What can PMT do to improve its safety practices and policies?
Would your response to Question 1 be different if Bonita had left the bus unattended to rescue a cat stuck in a tree? An elderly person crossing the road? Justify your response.
Is there just cause to dismiss Bonita? Explain your answer.
You are in charge of HR for the restaurant. What action (if any) would you take in this case? Be sure to justify your response.
Explain the requirements of the Workplace Hazardous Materials Information System (WHMIS).
What responsibilities do joint occupational health and safety committees have?
What factors affect occupational accidents?
Explain the legal term assumption of risk.
What is progressive discipline? How does it work? Is its basic approach realistic in work situations? Explain your answer.
Discuss differences between preventive and corrective discipline.What examples of either one were applied to you in the last job you had?
List and describe the different types of programs that can be used by the human resource department to improve communication.
Think of a situation in which you learned some new information from the grapevine and took action on the basis of that information. Discuss.
Outline the key issues affecting your decision. What is your recommendation?
How would you recommend communicating information about the termination with the employees who had observed this incident, and about respectful work practices expected in the future?
Make arguments for both the employer and employee. Does the employer (City of New Halidart) have just cause to terminate Carl Doan?
If you were asked to increase employee awareness of benefits, what actions would you take without changing the way the company provides benefits? If you could change the entire benefit program, what
What are the common problems you would expect to find with the benefit program of a large company?
How would you reduce the cost of benefits to the employer without reducing coverage for employees?
Briefly describe the benefits that an organization might give employees to provide them with greater financial security.
How would you design a benefit package for a diverse group of workers?
What changes should be made to the Employment Insurance program to address its present weaknesses?
Besides retirement income, what other benefits are provided through the Canada Pension Plan?
Suppose a friend of yours contracted lead poisoning on the job. What sources of income could this person rely on while recovering during the next two months? What if it took two years for your friend
Some people believe that Employment Insurance has, over a period of time, worked against workers rather than for them. What is your opinion of Employment Insurance? Why?
Why has government been interested in providing financial security to workers through laws? What areas do you think are likely to receive government attention in the future to ensure employee
How might the HR group go about implementing wellness initiatives in a digital work world?
How might HR communicate with staff more effectively about the benefit offerings available?
Why might staff uptake on some of the new benefit offerings be lower than predicted?
One option could be to retract the benefit package offering to part-time staff. What are the pros and cons of this strategy?
What recommendations would you have for Sara about how to communicate the changes in the benefit package once they are determined? Discuss whether you think staff should be involved in the process of
As part of the audit process, Sara will gather information relating to employees’ understanding of the company’s current benefit offerings.How might information about staff understanding of
What are some suggestions you would have for Sara on how to save money on the benefit package? In addition to reducing benefit coverage or increasing employee deductibles across all staff, what other
What steps will Sara need to take to conduct a benefit audit?
In what ways does the total compensation model differ from the regular compensation approach?
Why is it so important to explain to employees the performance–reward relationship?
Under what circumstances are pay differentials justified?
Explain the difference between “equal pay for equal work” and “equal pay for work of equal value,” and the implications of the difference for an HR manager.
Since variable pay gives employees feedback for good performance and relates pay to performance, why do most companies pay wages and salaries instead of variable pay?
Even after jobs are first priced using a wage-trend line, what other challenges may cause you to adjust some rates upward?
If you are told to find out what competitors in your area are paying their employees, how would you get this information without conducting a wage and salary survey?

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