Question 6: A major insurance company handled all recruiting, screening and training processes for data entry/customer service representatives. Their competitor was attracting most of the qualified, potential employees in their market. Recruiting was made even more difficult by the strong economy and the ‘jobseeker’s market.’ This resulted in the client having to choose from candidates who had the ‘soft’ skills needed for the job, but lacked the proper ‘hard’ skills and training.
Questions
a. As an HR manager what problems do you see in the company?
b. How do you think it can be resolved and what would be its impact on the company?
Answer:
a. The human resource manager may face the following problems:
- Lack of trained workforce.
- Lack of sufficient personnel to provide customer services.
- Inefficient maintenance of data.
b. Following steps can be taken to resolve these problems:
- Proper training of the personnel.
- Provision of incentive based schemes.
- Proper data base should be maintained by the company in order to provide efficient service.
Impact on the following steps on the company will be that the productivity and efficiency of the company will be increased and as a result the profits of the organisation will also increase.
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