human resource management

The importance of people for organizations:

Employees are the key to the company's success. Without successful employees and experts, a company cannot properly build the organization. The company's employees perform many important and successful tasks. They are the basis for building and developing the company significantly. They are the people who can build a beautiful and strong relationship with customers, attract them and of course fulfil the needs of the customer. Also, the importance of people in the organization lies in increasing the income and development of the organization. At this time, with great challenges between companies, the employees are the basis of work, so if the company has employees who are enthusiastic, capable, interested in their work, and determine each employee his important role in the organization, this is the basis of the company's success and in any work of course. Companies should invest good employees and important workers because they are the basis of their success and development.

The importance of performance management system:

Performance management system is very important for organizations, as it enables organizations to line up their workforce, resources, and systems to meet their strategic goals. Also, it gives the organization clear image of what is happening inside the organization so they can know when they need to make adjustments in order to avoid problems and to keep going on track. (Carpi et al, 2017) Performance management system aims to improve the performance of the organization through improving the performance of individuals and teams. Thus, it helps in training development as if the managers in the organization noticed an inability or decline of the employee’s performance in certain task, they can early deduct it and arrange for a training program. Another thing performance management system gives an organization is ensuring sense of clarity among the organization for employees to clearly understand what is their role and what they are responsible for alongside with who they should report to and communicate with. Furthermore, performance management increases the engagement of employees in the organization because employees are connected to the management. (White, 2019) Employees are motivated and they want to show the management the best of them, so their engagement will increase as well as the organization performance.

Steps followed in order to develop performance management system:

For developing performance management system for our organization, we are going to follow the management performance process that Armstrong mentioned in his book. This process consists of six stages which are:

Prerequisite stage: In this stage we are going to identify our company’s strategic goals and mission. Also, we need to gather knowledge of the work to know the requirement for aligning performance with the mission and goals of the organization. We are going to do this through creating job analysis and job description.

Performance planning stage: we are going to plan for performance based on three main aspects which are results, behaviours, and development plan.

Performance assessment stage: In this stage we are going to use all sources of Assessment from supervisor assessment, self-assessment, groups assessment and etc. To ensure employees commitment, shared understanding, and clarity.

Performance execution stage: we are going to introduce both employees and managers responsibilities in the organization and put it in action to keep it in track.

Performance Review: we are going to implement it by using appraisal interviews to evaluate past employees’ performance with the compensation they are looking for and use it for creating future improvement plans

Performance renewal and recontracting: in this stage we see the information in the previous stages to create a new system for the next period.

Company and position:

This project based on Kuwait Airline company. We have chosen Kuwait Airline company to conduct this project. We are going to create job analysis and job description of Customer service representative position in Kuwait airways.

Mission and strategic goals of Kuwait Airline company:

“Kuwait Airways aims at setting the standard for customer orientation and become an admired airline to fly, to invest in, and to work for. To provide customer-oriented services that meet the individual needs and preferences of our clients. For clients who look for best-in-class services, we provide for them a premium product. For clients seeking value for money, we provide a reliable economy product. Our philosophy is to be an airline with a global reach and a local touch. Our clients will appreciate our services that enhance both novelty and tradition.” (Kuwait airways, 2021)

Strategic Goals:

· To provide customer-oriented services that meet the individual needs and preferences of our clients.

· For clients who look for best-in-class services, we provide for them a premium product.

· For clients seeking value for money, we provide a reliable economy product.

· Our philosophy is to be an airline with a global reach and a local touch. Our clients will appreciate our services that enhance both novelty and tradition. (Kuwait airways, 2021)

Job analysis of customer service representative:

Job summary:

Customer service representative solves the Customer questions and problems. They Provide data about their services. They get the requirements of the customer and provide the required information.

Responsibilities:

Welcome the customer and instruct them to their seat. Giving safety information about the travel to the customer. Checking all safety before take-off. Making announcements instead of the pilot. Providing food and refreshments. Gives first aid safety facilities to the customer. Technical help. Ticket checking and maintenance. They need to show a positive attitude, always encourage and show professional behaviour towards the customer. Clearing all inquiries of the customer. required to have a good knowledge of the service that the organization provides. Good communication and cooperation with their Co-workers are necessary. Make sure that the passenger is satisfied with the service. Need to maintain a clear record of the customer inquiries, comments and complaints. (Betterteam.com, 2021)

Skills:

Good communication skills. Language fluency. Good personality. Good problem-solving skills. Good phone skill. Excellent listening skills. Good at resolving conflicts. Analysing the information gathered.

Requirements:

• A bachelor's degree in any stream.

• Good knowledge of office software and phone system.

• The ability to remain silent when the customer is stressed.

• Previous experience in a related industry is preferable.

References