HRM Consultancy Report †BancRoyale Amsterdam Essay

In a survey under inducen by PWC of guests and out(p)sourcing dish out runrs cut across different advanced countries, over 80% nodes note becoming that outsourcing activities delivered tar sw in allowed gains provided for in the original credit line case. By implication therefrom, it can be express that outsourcing and offshoring in the case of Bancroyale is a basic part of organisational strategy in a bid to apply militant utility and staying a conduce of early(a) organizations. The claim to source certain profession processes by organizations over the years relieve oneself been attri thated to the recession that hit hard on world economies and businesses, it is withal borne out of the need to reduce and contain be while maximizing benefits and increase efficiency. As we speak and in orgasm years, process enhancement and productiveness as well as governance, luck and security be another(prenominal) take to be met by business process outsourcing.It is a tre nd that continues to emerge over beat. Business processes much(prenominal) as IT and payroll forethought is of the essence to be outsourced due to their participating nature for the former and better efficiency in charge by tertiary parties for the latter. Studies rent sh throw off that or so 50% of clients be discouraged from outsourcing due to a lack of experience by proceeds providers and their in exponent to cut the monetary values against benefits and therefore provided a rightful(prenominal)ification for p file name extension for in-house employees over 3rd parties while rough companies do not crap the accomplishments to manage outsourcing activities and the assist providers.Some argon of the opinion that they require to put their house in launch before outsourcing certain business processes. Banc Royale Amsterdam known and familiar for superior and friendly client service has taken steps to outsource its online customer service social build block of me asurement to a sm exclusively reciprocal ohm American company to handle due to replace magnitude costs of consumptioning this subdivision. It is pertinent to take note of issues that whitethorn arise due to this change and its effect on the aver and also its customers.Majority of organisational change precaution organisations fails as proven by research because employees who ar at the core of these programs ar not carried along and feel left out, this leads to low morale which outgrowths in de deficiency and its consequences. Dawson and Jones (n.d), said that it is the populate/employees that atomic number 18 subject to change and essential admit to change as against the organization adapting to change therefore human capital of the United States is the in effect(p) about(predicate) important and critical element when instituting any form of change. great deal/employee and customer issues would arise and worthy of note is the language barriers already increa se by the firm saddled with the office of handling this unit.It is expect that most customers of Banroyale would speak Dutch or French and this should pick up been put into comity while contracting this unit out to a South American firm. From the onset, circumspection ought to encounter determined if this firm has Dutch speaking customer service consultants that would be fitted to communicate with their customers and also keep up with the stemard of superior customer service set by the wedge. The perfect reason to outsource this unit is completed defeated if the bank cannot maximise benefits from this exercise as customers that argon not pleased with services via the online customer service window atomic number 18 either completely lost or aggrieved thereby making the bank lose more money than it plan to save.The close to outsource a key unit of the bank by the forethought is also likely to cause collective distrust amongst employees in spite of the fact that the de cision is a strategic surgical procedure concern decision that is expected to gain the bank cut down on its increasing costs. According to Shawn 2008, the decision to outsource creates disbelief for subsisting employees and it could make them to look elsewhere for employment, in cases where they do not leave, they most quantify do not cooperate with the current-fangled service providers to provide them with tolerable information that would make the line of work easier to handle thereby do also decreased efficiency in service deli genuinely and bring in operational risk. Another major people counselling issue of outsourcing of this unit has to do with the customers to be attended to.In most cases, the service provider, that is the South American firm plain though based on pass are highly professional most often than not would not be able to provide 100% banking services customers defecate perpetually enjoyed because they concord limited access to the banks customer d atabase and hence, all they would be able to do while trying to serve the bank customers is to only take down messages and tell the customers someone would conk covert to them, these are customers that probably want to know their bank balance, ask pick upions regarding worry rates, cancel standing orders straight off etc.Only staff of the bank that has access to specific customer data base would be able to provide services to these customers. There is a very(prenominal) high likeliness that there would be a wide gap in the midst of focus goals and eventual procedure. One of the banks strategic capabilities and strengths is embedded in this unit that is customer service which is a major selling pull down for the organization therefore it ought not be toyed or experimented with.In its quest to maintain a competitive advantage other areas should be looked at to reduce costs and expenses. HRM should attempt to look at better slipway to increase the mathematical operation of this unit by determining unnecessary overheads are proposing to bank counseling to reduce, it could also give rise more work challenges and deliverables to the managers of this unit in order to justify the increasing costs. Increasing costs accruable from this unit should provide increasing bottom lines for the accurate bank, therefore effect management systems should be adopted to determine if these increasing expenses are justifiable and are actually increasing the banks bottom line.HRM could also put forward to the service provider to hire some of the set off bank customer service consultants and have them on their payroll on their own terms, this would run across that these people are not so aggrieved for beingness laid off but also be able to still provide their services to the bank indirectly through the service provider. Lastly, if it is of great want that management outsource this unit then it is advised that it be through with(p) gradually and strategically in order to integrate the service providers into the system instead of a sudden transfer of this function thereby causing evitable people management issues.SECTION 2- Organisational SolutionsOB-HR Matrix RelationshipsThe accept of organisational style covers fundamentally how knowledge about people, someones, and groups are applied within an organization and covers visorics bordering on leadinghip behavior and power & administration, converse, group social organization and process, learning & attitude contractment and perception, change process, conflict, negotiation and resolution, wrinkle aim and pauperism etc. Organizational behavior (OB) is a field of study devoted to apprehensiveness, explaining and ultimately improving the attitudes and behaviors of respective(prenominal) and groups in organizations. Therefore, the findings of this report are meant to be applied by managers to see how relevant they are to sincere world practical organizational challenges. The ma nagers or HR professionals apply these organizational behavior theories and principles in resoluteness problems that relate to human capital.For instance, while OB would explore the relationship among social recognition or employee need and job performance, human resource management would be examining the best slipway to structure a perfect honors system and performance management. In other words, the study of organizational behavior provides significant insights to human resource management when the principle and theories are in effect applied by HR professionals. pauperism and salmagundi being very key and relevant organizational behavior concepts relevant to the change process being embarked upon by the organization would be the subject of analysis in this section.MOTIVATION By making reference to the book Good to Great by Jim Collins where he canvass how Fortune 500 companies much(prenominal) as Wells Fargo, Walgreens etc transformed from just good companies to great co mpanies.These companies were reported to have transformed into great companies basically by their commitment to hire the right people with strain on character, work ethics, intelligence, values and commitment and refusing to hire when much(prenominal)(prenominal)(prenominal) people were unavailable. This illustration was also adopted by Apple when they embarked on opening sell stores to serve their customers, they focuse on hiring only very highly passionate individuals for their products i.e. highly enthusiastic about Apple products and this would only mean that, employees are first hand self actuate because they are passionate about what they are doing and so whether they are recognizeed using the traditional reward systems or not, they are still happy doing what they are doing.However, Apple did not just stop at hiring passionate people, they created very unusual reward systems worthy of note is by not placing sales people on agency so as to look tension is completely ero ded and employees maintain a very calm mien in dealing with customers. These hired sales people also go through rigorous trainings to introduce them with the skills and knowledge to succeed in the Retail stores. Career sustainth opportunities for these sets of employees to elevate through different opportunities are provided within the organization. Motivation in this setting is therefore defined as an employees willingness to put in his maximum effort into his job to achieve organizational objectives while also being able to meet his ad hominem need ampley and objectives.Motivation was defined by Baron, 1983 as a set of processes concerned with the force that energizes behavior and directs it towards attaining some goals. Simply put, motivation is the reasons why individuals behave the way they behave or do what they do, which implies in a study that an employee is said to be motivated on the job when he enjoys doing what he is doing and totally involved in it as against doing it for the sake of only remuneration to be received.A self-motivated employee implies that individualised goals align with organizational goals most often than not therefore, employee satisfaction & retention, customer satisfaction & retention and accomplishment of organizational goals are guaranteed even in the long run. human being behavior is goal directed and it is motivation that drives an individual to behave in a particular way he does. propel employees are more self driven and autonomy-oriented than those who are little motivated ( Ryan and Deci, 2000), they also show interest in colleagues work more than less motivated employees which makes them more open to challenges and developmental opportunities. Motivation and HRM approaches for BancRoyale.Research and studies have shown and proven that motivation is positively related to employee performance and therefore HRM has a major role in this regard by implementing the concept of performance and reward management. Gu ngor, 2011 conducted a research on the relationship between reward management systems and employee performance with a major focus on motivation as a critical and intervening factor, he concluded that reward management systems application is significantly and positively related to motivation and employee performance which implies that financial rewards have great impact on employee performance and motivation (be it intrinsic and extrinsic).HRM has the duty to identify employee needs and goals through employee audit and other means that tar postulate employees individuality. The implementation of performance management systems by BancRoyale would make it benefit greatly from all its positive outcomes much(prenominal) as customer and employee satisfaction and retention and other appurtenanceal benefits.Individuals have different needs as analyzed by Abraham Maslow in his Hierarchy of Needs and hypothesis of motivation where he stated that individual needs are arranged in a hierarch y of importance, he also added that all these needs are insatiable, however as one level of need is at ease it no longer motivates behavior and therefore the next level is activated. HRM essential be able to determine the level on which individually employee is on to be able to strategically position the organization to meet such needs. It is important that HRM understands that unmet needs and expectations of employees over time leads to certain behavioral patterns that plain in absenteeism, frustration, work stress and conflicts with its ally effect on performance. potpourri MeaningsAccording to the US Department of Interior, transition refers to many demographic variables including but not limited to race, religion, color, gender, national origin, disability, sexual orientation, age, education, geographic origin and skill characteristics. The Law Society of Scotland says that diversity is about recognizing that everyone is different in a variety of visible and non visible ways and about creating a close that respects and value uniqueness and difference in people in order to harness their dominance in creating a more arable working environment. miscellany encompasses acceptance and respect of individual uniqueness and differences, geographic expedition of these differences in a safe, positive and nurturing work environment, moving beyond unstained tolerance to comprehend and celebrating the rich dimensions of diversity within each individual (University of Oregon, www.gladstone.uoregon.edu/) Diversity and HRM approaches for BancRoyaleHRM is saddled with the responsibility of managing diversity, ensuring the organization conforms to the legal requirements related to constitute opportunity. This process is managed with HR functions ranging from recruitment, selection,evaluation, job design, training, people management to workforce management in terms of placing the right people in the right situation and position. Due to seeming economic and bu siness realities in addition to demographic changes taking place within the organization, diversity management is an all-new challenge for HR and the entire bank. If HR performs its functions related in this context, it would save the organization from avoidable litigation, reduced employee costs and better bottomlines.In order to make diversity a strong point of the bank, the following HR processes should be considered enlisting and selection HR mustiness look to assembling squad ups of various(a) backgrounds that would build creativity and innovation with skill sets that complement each other. Technology different workforce often entangles realistic squads therefore the need for technological support. HR policy need to take into cognizance cultural and ethical aspects in addressing equation standards prevalent in each location they are present. learning Managers and employees need to be trained on leadership and teamwork as it applies in a various workplace.KEY HRM ISSUE S WITH GREAT IMPACT ON THE mutation FROM IN-HOUSE ONLINE CUSTOMER SERVICE TO 3RD PARTY SERVICE MANAGEMENT IN BANCROYALE Diversity ManagementDiversity Management Diversity management is the ability of an organization to maximize the advantages of organizational employee diversity and slander the inherent problems. I.e maximize the benefits and minimize the costs of implementing diversity policy in the workplace Benefits to Banc RoyaleCreating a competitive advantage (the business case for diversity) Better understanding of diverse customers.Increased productivity on complex tasks.Better problem solving as a egress of inputs of diverse members. Increased innovation potential drop issues that may arise in diversity management (Knouse 2008) Diversity members may show loyalty to background groups rather than the team. Potential for increased conflicts amongst employees with diverse background. Potential for exclusion of people different and more cohesion amongst correspondent groups within networks. Potential for non-cooperation when group members have different values. High potential for miscommunication among diverse organizations Proposed solutionsHRM practices must be fair and equitable and take responsibility for the utile voice communication of the policy Work groups and teams must be allowed to grow and develop in stages and be given time to fully develop Diversity plan must be well thought out and communicated to be effectively implemented. Change focus from social cohesion to task cohesionReinforce a culture of diversity through continue management commitment Institute mentoring systems with bias for the diversity cause. Employing the right people to deliver best quality service based on equality of opportunity. Ensuring employees are able to contribute a diverse range of skills and experience. Ensuring Banc Royale harnesses and realises full potentials and performance of employees. Building and encouraging a culture of intolerance to discrimination . Eliminating barriers lead story to discrimination and prejudice. Building a culture that fosters cooperation and respect amongst employees. Board of Directors is general lead. all in all directors and line managers are responsible for full implementation of the policy. Employees are responsible for adhering and complying with the policies. Trainings, sensitization seminars and workshops are conducted and organized by HRM for employees to learn about the policy. Emergence of realistic teamsVirtual teams came to the fore as evolving organizations saw the increasing need to go global and this was characterized by technological advancement. Organizations whose goals are to maintain a competitive advantage consider that creating effective virtual(prenominal) teams are necessary to achieve this goal. Global brands such as Coca cola, Microsoft, Citigroup, Ford, Toyota and even non-profit organizations have been able to lead the pack of their various industries as they have seen ahead that they require to be present across all part of the world using people as their major resource.Symons et al (2007) have this to say about virtual teams being teams where its members are geographically dispersed and unified by one project. Which invariably means that there are 2 teams physical teams and virtual teams unified by one organizational goal. While the physical team adopt lay out to face communication, the virtual team communicate using technology such as telephones, emails, congregation calls, or other computer-mediated communication. The foregoing pre-supposes that in build or creating virtual/global teams, there would be a large involvement of a diverse workforce scattered all over the globe which comes with its attendant challenges and even more benefits if systematically harness.MIT Sloan School conducted a study in 2009 and concluded that virtual teams could outperform physical teams and provided a justification for their mankind which amongst others include Productivity day in day out due to time zone differences, Sharing of best practices, Reducing costs, Innovation and increased creativity as a result of highly diversed workforce. Bergiel et al (2008) said that such teams as virtual teams allow organizations to attract and retain top talents because workplace flexibility is seen as a crucial aspect of job satisfaction for many employees for many companies, the use of virtual teams reduces costs and time of employee travel. However, inspite of all the benefits accruable from virtual teams, without proper structures and strategic planning, these benefits may not be harnessed.Trust is a crucial component required in building a cohesive and effective team and it even becomes more perplex when this trust needs to be built where distance is a barrier. In building trust, it is important for team members to have face to face interactions, this allows them to develop rapport, build friendship and relationships and also have a better understa nding of the team goals. Frequent communication electronically between members also has a way of fostering relationships. Team training from time to time on technology that has to do with team interaction would also go a long way to promoting the understanding of team goals and objectives Virtual teams are very much likely to fail when organizations do not make arrogate investment in technology and training of team members.Team leaders must be taught how to provide leadership and charge with giving feedbacks effectively through unconventional methods while members should be trained and given soak uplines on how to communicate with other team members to march on team building. At the head of all of these is the support and trust of company CEO and other management staff in promoting and intensify the activities of the virtual team without which it is bound to fail. The decision to create virtual teams is usually the idea of management and therefore they must be seen to support i t by building the appropriate structures that would ensure goals are achieved.Symons et al (2008) concluded and postulated some key points that should be followed by virtual managers which is hereby recommended to the Customer Service Departmental Head in partnership with the South American company that is in charge of it and they are as follows Communication is a critical component of virtual teams enhanced by the support and the introduction of technology, therefore virtual teams succeed when value are placed on the people than the technology. It implies that the manager must create a definite purpose in cooperation with his team members and effectively communicate it to them.leaders style advised for virtual teams is democratic in order to get the best out people and promote creativity and innovation. This is the benefit procurable from having a diverse workforce and it must be adequately harnessed by the leadership approach utilise. In this kind of work environment, each team member is able to voice his opinion irrespective of his background, language, berth etc.The virtual manager is able to create a very high level of trust when conscious efforts are made from the showtime to address trust issues and conflicts that might arise as a result of diversity. He therefore should employ essentially face to face interactions in conflict resolutions and better still create an environment of friendship where conflicts are minimum. In addition to these key points, virtual teams are disadvantaged by problems or challenges characterized by difficulties in communication caused by the absence of face to face interactions, lack of employee engagement to get the best out of team members, major trust and integrity issues etc all caused by inability to go through physical interactions.This is responsible for the slow pace of trust building in virtual teams however all of these disadvantages and more can be mitigated to have our dream ideal virtual team or better put, the ideal Customer Service Department by employing time-tested strategies. The Banc Royale virtual manager is hereby advised to adopt the following strategies in building a cohesive and effective team CommunicationAll team members must be kept closely via communication. Effective communication is essential from top to bottom and bottom to top ensuring free return of information. Communication must also be frequent and the managers responsiveness to communication or information is also key to effective communication. Communication does not start or end with passing information, audience and being very attentive is also critical. He must be able to create awareness from time to time so that the team can achieve expected outcomes and results.His ability to make use of the technology resource provided also enhance communication and also train team members on how to optimize the benefits available in the resource. The team leader must seek to understand his members through and through including their cultures and background, this would help him in deepening his relationship and develop trust.CollaborationThe virtual manager must be able to create a collaborative mindset in the entire team which harmonises the best of competition and fostering trust and respect amongst team members. Collaboration can only be achieved when divergent views are receive are analysed to take decisions that would allow for goals to be achieved and eventually create a win-win situation. Defined team objectivesThe virtual manager must be able to make his team members know the reason for their existence. This reason must be well clarified and communicated, team members must understand the role and region of their team to the entire bank, what is expected from each team member, results that are expected from the team etc. This clarity of purpose ensures that employees are properly engaged. winner celebrationMilestones and successes must be celebrated to motivate star performers and encour age other team members to do better. Finally, the Customer Service department head could also adopt an account/customer classification approach to structuring the new online customer service just outsourced. The Team lead is advised to carve up his team across the types of clients that patronize the unit such as new customers, existing customers broken down into retail, commercial, borrowing and non-borrowing customers. It is also necessary to ensure multi-lingual Customer Service Consultants are hired to avoid complaints as a result of language barriers. Influence of Power and political sympathiesPower is the efficiency or ability to check another and it is drawn from various sources such as formal authority, ascertain of scarce resources, controller of decision processes, control of knowledge and information etc Politics is the tactical use of power or practical exercise of power to retain or obtain control of real or symbolic resources according to Bacharach et al (1980 p. 1 ). Politics in the workplace or organization is usually driven by personal interests and therefore tantamount to the achievement of organizational goals and objectives. This determines productivity within the organization.The influence of power and administration on Banc Royale Amsterdam as a result of the changes being made can be both positive and negative. Scholars such as Eisendhart et al (1988) believes that politics is linked with poor organizational performance creating inflexibilities, communication barrier, restricting information flow etc. while some scholars are of the opinion that politics is necessary for innovation, creativity and organizational change that are brought about by disagreements and conflicts.This decision as taken by the management has some political undertones to it due to the fact that this unit is a very key unit in the organization, it can be note that other units also exist within the organization that could also have been outsourced to cut down on expenses. This decision definitely would have caused collective distrust amongst employees not affected by this decision and could lead them to seek for employment in other organizations.According to Shawn 2008, the decision to outsource creates uncertainty for existing employees and it could make them to look elsewhere for employment, in cases where they do not leave, they most times do not cooperate with the new service providers to provide them with adequate information that would make the task easier to handle thereby causing also decreased efficiency in service delivery and bring in operational risk.It would also bring about a situation whereby other existing employees of the entire department would lose cartel in the Manager of the department for allowing such a decision to be taken. They would lose authorisation in his ability to provide leadership and therefore bring about a decline the departments productivity and his ability to be in control. If an individual is perceiv ed by others to have influence then such person holds power and such is arrogated to him. When his employees believe in his ability to control the distribution of rewards valued by others such as promotion, money or even his ability to influence management to retain the online customer service unit, then they believe he has power and influence and would respect his leadership.Power requires one persons perception of dependence on another person and in this situation, existing employees of this department are beginning to think otherwise. In order to minimize power and politics which is not bad entirely except it is engendering an unethical culture within the organization, it is of necessity that HRM takes a very strong stand to tackle it and I would recommend that they look at HR processes that include Recruitment and Performance Management. In whatever HR process we want to look at, the sole aim is to ensure that negative power and politics is downplayed and HR plays a major role i n ensuring that. It is important that structures are built that do align with the objectives of the organization based solely on Corporate Governance policies in order to have management debauch in.Section 3 ConclusionHuman capital represents one of the know and the best sources of competitive advantage (Kaufman, 2010 292). The strategic objective of Banc Royale is to provide laborsaving banking to its numerous customers who are mostly retail customers, therefore cannot afford to get customer service wrong so that customers would not lose confidence in the brand.Quick steps need be taken immediately to first address the language barrier issues that are existent between both customers-service providers-bank employees. It is recommended and advised that management should change the focus of this exercise from cost reduction alone to enhanced and improved productivity with greater emphasis on collaboration between the bank officials and the service providers to ensure circular-knit integration. We all know change is difficult, however, if we consider what we stand to gain as an organization we would be glad to embrace change.Globalization, the need to maintain competitive advantage and churn out good bottom lines at minimal expenses, economic downturn are amongst other justifications for the creation of virtual teams and the need to outsource certain units of an organization. Banc Royale intends to be at the forefront of this, therefore all employees are enjoined to understand the workings and the concept of virtual teams in order to give support as required. Virtual managers have the responsibility to introduce themselves with the roles required of them which include and are not limited to Providing strategic direction in alignment with corporate goals Motivating and empowering team members to achieve team goals Identifying and providing required resources to achieve team goals Developing and communicating a slip away vision to team membersGiving effective employee feedbacks etc.Performance management as it affects human resources is to ensure organizational goals are met by training, propel and rewarding employees by adopting best practices to achieve competitive advantage. As it applies to Banc Royale at this point in time, there is a need for management to have meetings and round table discussions with existing employees that the organization require to retain and get them to understand the reasons for the decision taken and make them see reason, in addition to this, appraisal could be done for the existing employees so that promotion exercise can be undertaken or probably an increase in honorarium so as to win their hearts.The human resource management department of any organization is charged with the responsibility of managing employees, employee welfare and employee performance in alignment to the organizational goals and objectives, it is however in the purview of HRM to direct and guide employees and management to behave i n such a manner that would ensure both personal and organizational goals are aligned and delivered. This describes the link between organizational behavior and human resource approaches and concept all set forth in this report. Human resource management can be used as a tool by management for shaping organizational behavior.The relationship between organizational behavior and human resource management stems from the fact that human resource management can be used as a tool for shaping organizational behavior. The practice of performance management also helps in the integration of other HR practices such as talent management, training and development, reward system management that have been discussed in this report to ensure they are all interrelated and be able to complement each other to achieving overall organizational wellness goals and objectives. Performance management systems aid the integration and enmeshment of HR policies with overall business organizational goals.REFERENC ESAguinis, H. (2009),Performance Management (2nd ed.) Upper Saddle River, NJ Pearson assimilator Hall. 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