華生集團（香港）有限公司成立于1828，在香港（A.S.Watson Group，2013A）。自成立以來，華生集團一直致力于讓人們“看起來不錯，感覺很棒”。目前，其業務已擴展至約34個國家，擁有約8400家零售店，成為亞洲醫療美容領域最大的零售商。最近，該公司在其官方網站上發布了一則尋找店內培訓師的廣告（A.S.Watson Group，2013b）。該公司希望找到一名培訓師，為其門店店員提供量身定制的培訓，并幫助評估門店和門店店員的表現。我對這個廣告感興趣。在基于問題的學習過程中，本文就如何選擇合適的、稱職的員工、如何為這些員工提供量身定制的培訓、如何評價每個員工的績效和門店的客戶服務水平等問題，為華生集團提供一些建議。
澳洲 assignment 代寫:華生集團發展和激勵員工
Taking an HRM Job
A.S. Watson Group (Hong Kong) Ltd. is set up in 1828 in Hong Kong (A.S. Watson Group, 2013a). Since its foundation, the Watson Group has been devoted to make people “Look good, feel great”. Now, its business has expanded to about 34 countries and it owns about 8400 retailing stores, which makes it the biggest retailer in the healthcare and cosmetology field in Asia. Recently, it posted an advertisement on its official website to find an in-store trainer (A.S. Watson Group, 2013b). It wants to find a trainer that can provide tailored training to its store clerks and can help to evaluate the performance of its stores and store clerks. I am interested in this advertisement. And based on the problem-based learning process, this paper is to provide some suggestions to the Watson Group on how to select proper and competent employees, how to provide tailored training to these employees and how to evaluate the performance of each employee and the standard of customer service of its stores.
2. Industry context and company background
In recent years, competition in the healthcare and cosmetology industry has become increasingly fierce. New entrances in this field are taking efforts to grasp market shares from older rivals, while the established ones are expanding their presence in the international markets. The Watson Group, which has more than 180 years’ history, has successfully obtained the biggest market share in Asia. Besides its high-quality and low price products, its good service provided by store clerks has always leaves a positive impression to many customers. With the increase of its organizational scale, the requirements on its store clerks also become more demanding. How to select new employees and train them becomes a big issue. Based on the importance of this issue, I will analyze this problem and provide some suggestions.
3. Learning the issue
As the Watson Group is run in the form of retailing store, the performance of the store clerk is of critical importance to achieving customer satisfaction. There are generally three big issues that I would need to deal with if I was the in-store trainer:
First, how to identify and recruit competent employees. Currently, the Watson Group is not very serious about selecting new store clerks. This leads to the recruitment of some incompetent employees.
Second, how to provide tailored training to these store clerks. The huge amount of employees makes it very difficult to provide tailored training to these employees. And the expense and cost of time must be taken into consideration.
The third issue is how to evaluate store clerks’ performances and the standard of customer service of the stores. At present, the company only evaluates the performance of stores and store clerks based on the sales volume. This might be too one-sided.
The company must develop a stricter system of recruiting its store clerks. A recruiting group including store managers, in-store group leaders, and human resources specialists should be in charge of selecting candidates. The ability, personal attributes and manners of candidates should all be tested. The aim of recruitment is to find those who are down-to-earth, quick to learn, warmhearted, responsible, outgoing and those who have team spirit.
It is also suggested that all new employees should experience a three-month probation period so that they can become regular employees. In this probation period, their performance should be carefully evaluated by the store managers and other employees. Those who perform badly in this period should not be hired.
4.2 Tailored training
Training in small business sector has often been ignored by managers (Jameson, 2000)). But it is actually very important for the development of the organization as a whole, especially for companies as the Watson Group where there is a large amount of store clerks.
There will be a much more in-depth knowledge about these employees’ abilities if they have successfully passed the probation period. After they have become regular employees, job responsibilities should be assigned according to their different abilities. In this way, according to different job requirements, training can also be provided. And with the development of the abilities of these employees, further training should be given to them.
Training about communication skills and general manners can be given to all those employees, while training about professional skills and product knowledge should be provided to different groups of employees. As for the latter, employees from different stores can be gathered together to be trained so that both expenses and time can be saved.
4.3 Performance evaluation
Performance evaluation is a very important part in developing and motivating employees. It directly reflects the effects of training and provides some hints for further training (Wilson & Western, 001). The evaluation of employees’ and the stores’ performance should be done from three aspects:
First, feedback from customers is the most important information. Every month, surveys can be done among 20 customers to ask about their opinions on the performance of the store and store clerks, as well as their suggestions. Also, customers can be invited to select their favorite store clerk every month so that those who work hard can be identified.
Second, the sells volume of the store is also an important index. It is the most direct way to know the performance of the store. Moreover, in the Watson Group, store clerks are assigned to different products. So their performance can also be evaluated through the sales volume of the products they are in charge with.
Third, for each store clerk, the store manager and other store clerks should give their personal views on the performance of him or her. In this way, these employees will also learn to cooperate in their jobs.
Furthermore, it is suggested that bonuses should be given according to employees’ performance. The better they perform the more awards they can get. Through this, employees can be well motivated and be willing to improve their performances.
澳洲 assignment 代寫:華生集團發展和激勵員工