International Classroom I - Human Resource Management
Class notes
Lecture 3 notes International Classroom I - Human Resource Management Service Management, ISBN: 9780273732037
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Course
International Classroom I - Human Resource Management
Institution
Haagse Hogeschool (HHS)
Book
Service Management
Notes lecture 3 International Classroom l - Human Resource Management
College 3: Performance management
Boek: Service Management; an integrated approach
H4 (the whole chapter)
H18 p. 556-577
Recap week 2 & 3
The importance of a global perspective
Strategic alliance
= A partnership between an organization and one or more foreign company partners in which both
share resources and knowledge in developing new products or building production facilities.
Joint venture
= A specific type of strategic alliance in which the partners agree to form a separate, independent
organization for some business purpose.
Global sourcing
= Purchasing materials or labor from around the world wherever it is cheapest.
(global investment)
A integrative framework: Bitner’s servicescape model
, HRM process & tools
Start week 4
What is controlling?
Controlling
= the process of monitoring, comparing and correcting work performance
- The purpose of control
o To ensure that activities are completed in ways that lead to the accomplishment of
organizational goals
All managers should control even if their units are performing as planned because they can’t really
know that unless they’ve evaluated what activities have been done and compared actual
performance against the desired standard.
- Why is controlling important?
As the final link in management functions:
- Planning
o Controls let managers know whether their goals and plans are on target and what
future actions to take.
- Empowering employees
o Control systems provide managers with information and feedback on employee
performance
- Protecting the workplace
o Controls enhance physical security and help minimize workplace disruption
Effective controls ensure that activities are completed in ways that lead to the attainment of goals.
Whether controls are effective, then, is determined by how well they help employees and managers
achieve their goals.
Planning controlling link Controlling provides a critical link back to planning If managers didn’t
control, they’d have no way of knowing whether their goals and plans were being achieved and what
future actions to take.
The control process
= a three step process of measuring actual
performance, comparing actual performance
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