study was set to investigate the effects of Human Resource Management System

The purpose of the study was to look at the effects of the Human Resource Management System on service delivery at Text Book Center. The primary goal of this study is to assess the effectiveness of the human resource management system on service delivery at Text Book Center. The case study research design will be employed for the investigation. A case study was chosen by the researcher because it allows for the collection of original data describing the entire community. The design was chosen to assess respondents’ feelings and opinions about the subject of inquiry. Stratified sampling technique is the sampling design to be used in the study as it ensures inclusion in the sample of sub-group which otherwise would be omitted entirely by other sampling methods, because of their small members in the population. The data will be collected through the questionnaires and analyzed by the use of descriptive statistics and presented in frequency distribution tables and percentages. The researcher presented the findings of the study in chapter four and summarized and concluded them in chapter five. It was found out that most of the organization’s Human resource management system affects the service it delivers including lead time, quality of service offered and the service time. It was also found out that there were some challenges which the organization faced in implementing Human resource management systems which included, change in customers’ needs and wants, lack of finance, inefficient skilled employees.

TABLE OF CONTENT

SUMMARY 2

TABLE OF CONTENT 3

CHAPTER ONE 4

1.1 Introduction 5

1.2 Statement of the Problem 6

1.3 Objectives of the study. 6

1.4 Main research questions. 6

1.4.1 Sub research questions 7

CHAPTER TWO: STRUCTURED LITERATURE RESEARCH 7

2.1 Introduction 7

2.2 Economic effect on Service Delivery Management 7

2.3 Challenges facing human resource management system in globalization 8

2.4 Relationship 9

2.5 Human resource management system and their role in a changing environment 10

CHAPTER THREE: RESEARCH METHODOLOGY 10

3.1 Methods Overview 10

3.2 Sample and Procedure 10

3.3 Measuring Instrument 11

3.4 Reliability and Validity 11

CHAPTER FOUR: RESULTS 12

4.1 Introduction 12

4.2 Type of Human Resource management system 12

4.3 Effect of human resource management system on the service delivery of the organization 13

4.4 Role played by human resource management system on customer satisfaction 13

4.5 Challenges faced in Human resource management system 14

4.6 Strategies to strengthen Human resource management system 15

Table 4.5 Strategies to strengthen Human resource management system 15

CHAPTER FIVE: CONCLUSIONS, RECOMMENDATIONS AND DISCUSSION 15

5.1 Human resource management strategy 15

5.2 Effect of human resource management system on the service delivery of the organization 16

5.3 Role played by human resource management system on customer satisfaction 16

5.4 Challenges faced in Human resource management system 16

5.5 Strategies to strengthen product design 17

5.6 Discussion 17

5.7 Recommendations 17

REFERENCES 18

APPENDIX 20

CHAPTER ONE

1.1 Introduction

Text Book Center has received both local and global accolades for its unique and transformational service model. The Center is credited for taking its services to the people through its accessible, affordable and flexible provision. Organizations become involved in management systems for a variety of reasons. The major or main forces that initiate management systems in organizations are market opportunities and threats. The factors that can give rise to market opportunities and threats can be on or more changes which may include, economic changes which include, low demand and need to reduce cost. Secondly, social and demographic changes like government changes, thirdly competitive changes and cost or availability changes not forgetting technological changes (Stevenson, 2002).

This study will help Text Book Center managers to come up with the best organizational management strategies which will aid the provision of high-quality service delivery to the customers. It will also help them develop a good relationship between the employees and the management and enable them to work closely together, keeping each other informed and taking into account all the needs of the customer.

The need for service providers to seek new creative ideas to create differentiation and establish a complete connection with their customer initiated the need for research in this area. Human resource management system is now fully integrated into the organizational management process. A Scandinavian company, Finland Nokia is credited with taking a little black blob with tiny buttons and turning it into an object of desire. Nokia was the first to introduce the user changeable cover of the cell phones, the first to have elliptically shaped, soft and friendly form and the first with the big screens.

1.2 Statement of the Problem

An organization is a social group which distributes tasks for a collective goal. All organizations should think about making profits and being ahead of competitors as this is the major objective of starting any business. Human Resource management system includes management structures, leadership, communication, performance management, change management, whereby they should ensure that their employees are on top in updating their service delivery. These ensure that employees are flexible, educated, and sensitive to diversity and have self-awareness.

It is in this light that the study was carried out to shed more light on how human resource management system, which includes management structures, leadership, communication, performance management, change management can be rightly incorporated into the organization to assist improve good relations, performance and eventually help employees improve daily service delivery.

1.3 Objectives of the study.

The main purpose of this study is to determine the effectiveness of human resource management system on service delivery at Text Book Center.

1.4 Main research questions.

What are the effects of Human resource management system on customer satisfaction at Text Book Center?

What type of Human resource management system is employed at Text Book center?

What are the contributions of Human resource management system on service delivery at Text Book Center?

1.4.1 Sub research questions

What are the economic effects of human resource management system on service delivery at Text Book Center?

What are the challenges facing Human resource management system and its effects on service delivery at Text Book Center?

What is the relationship between Human resource management system and service delivery at Text Book Center?

CHAPTER TWO: STRUCTURED LITERATURE RESEARCH

2.1 Introduction

This chapter answers the theoretical sub-question about human resource management system. It discusses the literature related to human resource management system and service delivery.

2.2 Economic effect on Service Delivery Management

Service delivery is an organized approach used to match employees’ goals with the business needs of the agency in support of workforce development initiative. The focus of management system is to enhance each employee’s current job performance, enable individuals to take advantage of future job opportunities and also fulfil agencies goals.

De Cenzo and Robins (1999) asserts that the rapid changes taking place during the last quarter century in our highly sophisticated and complex society have created increased pressure for organization to readapt the product and services produced, the type of jobs required and the types of skills necessary to complete these jobs. In a rapidly changing society, employee training is not the only activity that is desirable but also an activity that an organization must commit resources to if it is to maintain a viable and knowledgeable workforce.

Flippo (1984) concurs that no organization has a choice of whether to develop employees or not; the only choice is that of method. According to Pyle and George (1999), no employee should be put on the job unless he has the necessary information about his job and sufficient training and capacity to perform it. It is important that workers should be adequately educated and trained. There is no greater organizational asset than that of trained personnel.

2.3 Challenges facing human resource management system in globalization

Globalization of Indian economy is compelling organization to rethink their future strategies. It is now widely recognized that transformation is a pre-requisite to their survival and growth. Business organizations in India especially public enterprises are experiencing the winds of change. For the HR function, there would not be a more existing and challenging opportunity than managing the complexities of change and transformation.

Globalization has elevated the importance of HRM development in organization. These changes have led to the notion of the HR system as a strategic asset. Many of the arguments about processes of globalization within HR function rest on the assumption that there has and continues to be longitudinal change in the conduct of HR. In the intervening seven years, a wide range of contextual changes has led to the significant globalization of activity, including the transfer of work abroad, either to outsourced providers or on a global in sourcing basis. The enablement of may HR process; greater sophistication in the HR information technology, new structures for international HR functions; greater competition for talented staff at all levels of organization; more protracted and strategic talent pipelines. In particular, there has been a very strong marketing, corporate communication and IT influence on the HR function. The HR function is realigning itself in response to this process of cross-function globalization (building new alliances with these functions) creating streams and new roles and skills required of the HR function (Sparrow, Brewster and Harris, 2004).

2.4 Relationship

Huselid (1996) reports positive associations between human resource management practices such as training and selective staffing with firm performance. Balogun and Hailey (2008) identified seven human resources management practices, which, he argued, contribute to improved firm performance. A commitment system of managing workers is more beneficial and suitable for any company or organization as it aims to involve the employees in such a way that their behaviour is self-regulated (Nzuve, 1997).

The commitment system involves practices such as staff participation, work teams, and job security among others. Nzuve (1997) differentiated between administrative and human capital enhancing human resources management practices, basing that distinction on two different approaches to staffing, training, performance appraisal and compensation practices. Authors in human resource management agree that people management plays a key role in the success of organizations. Pfeffer (2004) and other authors hold the view that employees naturally care about the quality of work they do and want to improve it as long as they are provided with the training, the appropriate tools, and a supportive managerial environment for their ideas to be developed. Therefore, human resource management practices have a major role to play in today’s organizations.

2.5 Human resource management system and their role in a changing environment

HR managers will have to accommodate employees in their virtual work locations and find ways to manage corporate culture, socialization and employee orientation. To obtain and maintain a competent workforce, they must act as organizational performance experts and shape employee behaviours without face to face meetings (Heiner, A, 1983).

CHAPTER THREE: RESEARCH METHODOLOGY

3.1 Methods Overview

The research design used was the case study. The researchers chose a case study since it enables collection of original data describing the whole population. This design employs a primary form of administering questionnaires to the chosen respondents in target population

Research Questions

Data collections methods

What are the economic effects of Human resource management system on customer satisfaction at Text Book Center?

Questionnaire was used in this case because of the number of respondents and their level of education

What is the relationship between Human resource management system and service delivery at Text Book Center?

Balogun and Hailey (2008) identified seven human resources management practices, which, they argued, contribute to improved firm performance.

What are the challenges facing Human resource management system and its effects on service delivery at Text Book Center?

Questionnaire was used in this case because of the number of respondents and their level of education

What are the effects of Human resource management system on customer satisfaction at Text Book Center?

Questionnaire was used in this case because of the number of respondents and their level of education

What type of Human resource management system is employed at Text Book Center?

Questionnaire was used in this case because of the number of respondents and their level of education.

3.2 Sample and Procedure

The study is to be conducted at Text Book Center with an approximate total of 50 employees of Text Book Center including managers and other employees. Data collection was done using questionnaires as the main data collection tool. The questionnaires were distributed after three days of pre-visit to adopt the management study to take place in their organization. The questionnaires were distributed and left to be collected later after three days from the respondents of the organization. The completed instruments that were to be verified and collected from the group for analysis. The tables below show gender and age distribution of the respondents.

Gender of Respondents

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Male

27

54.0

54.0

54.0

Female

23

46.0

46.0

100.0

Total

50

100.0

100.0

Table 4.1 gender of the respondents

Age of Respondents

Age in Years

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

19 - 34

16

32.0

32.0

32.0

35 - 40

20

40.0

40.0

72.0

40 and above

14

28.0

28.0

100.0

Total

50

100.0

100.0

Table 4.2 Age of the respondents

3.3 Measuring Instrument

The researcher used questionnaires as the main data collection tools. The researcher also used both open and close-ended questionnaires. Open questionnaires were to be used to enable the respondents to give their own opinion on the topic while closed-ended questionnaires were to be used to gather the type of information on the topic.

3.4 Reliability and Validity

According to Mugenda and Mugenda (1990), reliability is the consistency with which research instruments measure what it purports to measure. The test-retest technique will be used to test the reliability of the research instruments. The test involves administering the same instrument twice to the same group of subjects with time interval of one week. The researcher will observe if the instrument measures the research phenomena consistently, that is the questionnaire will be stable over time. The study will apply content validity as a measure of the degree to which data obtained from the research instruments meaningfully and accurately reflect or represent theoretical concept. The researcher will use the expert judgment to determine content validity. The researcher will give a copy of the questionnaire to the supervisor to check if it represents all the objectives of the study.

CHAPTER FOUR: RESULTS

4.1 Introduction

The researcher issued 50 questionnaires to 10 managers and 40 employees from different departments within the organization and out of the 50 questionnaires issued, 45 of them were returned which is 90% response rate showing that the respondents were positive in disseminating information that was sought through the questionnaires. The analysis is done by Statistical Package for Social Scientists (SPSS). In all, information in this chapter is presented in the form of tables and by use of percentages and frequencies.

4.2 Type of Human Resource management system

From the table below its evident that 66.7% of the respondent still use electronic human resource management system while 33.3% use manual human resource management system

Type Human Resource Management System

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Electronic human resource management system

30

60.0

66.7

66.7

Manual human resource management system

15

30.0

33.3

100.0

Total

45

90.0

100.0

Missing

System

5

10.0

Total

50

100.0

Table 4.1: Type of Human Resource management system

4.3 Effect of human resource management system on the service delivery of the organization

Effects of human resource management system on the service delivery

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Reduce work load for both management and employees

9

18.0

20.0

20.0

Increase employee efficiency

14

28.0

31.1

51.1

Reduce cost of production

3

6.0

6.7

57.8

Monitoring employee performance

11

22.0

24.4

82.2

Customer satisfaction

8

16.0

17.8

100.0

Total

45

90.0

100.0

Missing

System

5

10.0

Total

50

100.0

Table 4.2 effects of human resource management system on the service delivery

From table 4.2 above, a majority of the respondents constituting 31.1% are in favor that human resource management system increases employee efficiency, 24.4% are of view that enhances monitoring employee performance, 20% of the respondents think it reduces work load for both management and employees, customer satisfaction was rated at 17.8%, and a tiny percentage of 6.7% were of the view that it reduces cost of production.

4.4 Role played by human resource management system on customer satisfaction

Table 4.3 below indicates that 48.9% of the respondents are majorly satisfied with the service time as a result of human resource management system, 33.3% of respondent are satisfied with the quality of service and 17.8% of the respondents the lead time is okay.

Customer Satisfaction

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Lead time

8

16.0

17.8

17.8

Quality of service

15

30.0

33.3

51.1

Service time

22

44.0

48.9

100.0

Total

45

90.0

100.0

Missing

System

5

10.0

Total

50

100.0

Table 4.3. Role played by human resource management system on customer satisfaction

4.5 Challenges faced in Human resource management system

From table 4.4 below, the major challenge faced by the organization in implementing the human resource management system is the change in technology, and this constitutes 51.1% of the respondents’ answers, 26.7% of the respondents cited inadequate finance, 8.9% of the respondent indicated varying customers needs while inefficient skills and benching making by other organizations both had the same percentage of 6.7% each.

Challenges faced in Human resource management system

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Change in technology

23

46.0

51.1

51.1

Inadequate finance

12

24.0

26.7

77.8

Varying customer needs

4

8.0

8.9

86.7

Inefficient skills

3

6.0

6.7

93.3

Benchmarking by other organizations

3

6.0

6.7

100.0

Total

45

90.0

100.0

Missing

System

5

10.0

Total

50

100.0

Table 4.4 Challenges faced in Human resource management system

4.6 Strategies to strengthen Human resource management system

Strategies to strengthen Human resource management system

Frequency

Percent

Valid Percent

Cumulative Percent

Valid

Updating their technology

19

38.0

42.2

42.2

Employ skilled personnel

20

40.0

44.4

86.7

Market research for customer needs

4

8.0

8.9

95.6

Training employees to improve their skills

2

4.0

4.4

100.0

Total

45

90.0

100.0

Missing

System

5

10.0

Total

50

100.0

Table 4.5 Strategies to strengthen Human resource management system

From the findings in table 4.9 above, 42.2% of the respondents cited that organization’s technology was updated frequently, 44.4% of the total respondents cited that the management employed skilled personnel, 8.9% of the total respondents cited that management was conducting market research so as to find out the customers requirement, 4.4% of the total respondents indicated that management was training employees so as to improve their skills.

CHAPTER FIVE: CONCLUSIONS, RECOMMENDATIONS AND DISCUSSION

5.1 Human resource management strategy

The question on type of Human Resource Management system being used was aimed at soliciting answers from the respondents on whether the management had put in place any management system that would help them in service delivery. From the findings it’s evident that a majority of the respondents use electronic Human Resource management system at Text Book Center than manual Human Resource Management System. This is an indication that the type of human resource management strategy is critical as far as marketing and completion is concerned in terms of service delivery

5.2 Effect of human resource management system on the service delivery of the organization

The researcher established from the findings that that indeed the human resource management system had an effect on the service delivery of the organization. The major effect of the management system strategy put in place by management of Text Book Center is that it acts as a motivator to increase the employees’ efficiency. This is a clear indication that the Human resource management system put in place is very effective in an organization where it can be used to increase the employee’s efficiency.

5.3 Role played by human resource management system on customer satisfaction

The findings indicated that customers were majorly satisfied with the Service time in the service delivery as a result of the Human Resource Management system implemented at Text Book Center. This shows that the Human Resource management system increase the efficiency of service delivery in all aspects.

5.4 Challenges faced in Human resource management system

The data from the findings indicated that the major challenge faced by the organization in implementing the Human resource management system strategy is the ever-changing technology. There were also other challenges highlighted by the respondents including: - inadequate finance, varying customer needs, inefficient skills, and benchmarking by other organization. This is a clear indication that because we live in a demographic or an ever-changing world the biggest challenge faced in implementing Human resource management system strategies is meeting the customer’s needs by using the latest technology.

5.5 Strategies to strengthen product design

From the findings, 42.2% of the respondents cited that management provided funds for the updating the organization’s technology, 44.4% of the total respondents cited that the management employed skilled personnel, 8.9% of the total respondents cited that management was conducting market research so as to find out the customers requirement, 4.4 % of the total respondents indicated that management was training employees so as to improve their skills.

5.6 Discussion

The main concern of the study was to find out the effects of Human resource management system on service delivery at text book center it was found out that most of the organization’s Human resource management system affects the service it delivers including lead time, quality of service delivered and the service time. It was also found out that there were some challenges which the organization faced in implementing Human resource management systems which included, frequent change in technology, inadequate finance, and inefficient skilled employees. The result of the findings indicated negative existence of Human resource management system strategies in Text Book Center. Following the results keenly there are implementations of Human resource management system strategies but they are not well practiced due to the low skills of the employees. This at times reduces the service delivery of the organization since they cannot provide the services with the designs that meet the market needs.

5.7 Recommendations

In light of the findings and conclusions of this study the following recommendations are made for the improvement of quality derive delivered and reduction of customer dissatisfaction. The management should put in place clear strategies on how to approach and implement Human Resource Management systems for quality service delivery. They should also consider training of employees on the importance of Human Resource Management system and how it affects the quality service delivery. Since the customers demand s are usually dynamic and the meaning of quality service defers from different customers, the organization should be conducting a market research to find out the customers’ needs so as to deliver the kind of service that would satisfy them. The Text Book Center management needs to recognize its Human Resource Management system strategies and practice them to fully address the weaknesses as reviled by the study. Human Resource Management system principles need to be taken with great concern and the contributions recognized and taken into account and issued to the employees trained on those issues for them to understand and put in practice in their daily activities.

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APPENDIX

QUESTIONNAIRE

Dear sir/ madam

INSTRUCTIONS

Please make your answer by selecting the necessary box or button, or entering an answer in the text box, where applicable.

PART A: GENERAL INFORMATION

Gender

Male female

Age bracket

Below 18 years

19 -----34

35 -----40

40 and above

PART B: RESEARCH QUESTIONS

Which type of human resource management system is employed at Text Book Centre?

Manual human resource management system

Electronic human resource management system

Any other, please specify………………………………………………………….

………………………………………………………………………………

a. Does the human resource management system put in place by management affect the service delivered by Text Book Centre?

Yes No

b. If yes, what are the effects of human resource management system on service delivery at Text Book Center?

reduce the work load for both management and employees

Increase employee efficiency

reduce the cost of production

Monitoring employee performance

Customer satisfaction

What is the role played by human resource management system on customer satisfaction at Text Book Center?

Customers are satisfied by the services

Customers are not satisfied with the services

a) Does Text Book Centre face any challenges in implementing human resource management system?

Yes , b. No

If Yes, which of the following challenges do Text Book Center face?

Change in technology

Lack of finance

Difference in customer needs

Lack of efficient skills

Benchmarking by other organizations

Any other, please specify…….……………………………………………………………

………………………………………………………………………………………

a) Has Text Book Center management placed any strategies in place to strengthen human resource management system against the challenges that it is facing?

Yes , b. No

b) If yes, which of the following strategies is it using?

Updating their technology

Employ skilled personnel

Market research for customer needs

Training employees to improve their skills

Any other, please specify…………………………………………………………………

………………………………………………………………………………………