Human Resource Management Theory

3.3 ANALYSIS ON HUMAN RESOURCE MANAGEMENT THEORY

The concept of Human Resources Management theory has been applied and practiced by this department. Human Resource Management is the hierarchical function that deals with all issues identified with the people in the organization. The trainee is focus on the topic of training and development under this Human Resource Management Theory. Training can be defined as the process of teaching employees the skills they need to perform their job efficiently and it is organizational activity which aims to improve the employee’s current performance while development can be defined as the process of upgrading the skills and knowledge to meet not only current but also future requirement of the jobs.

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Thus, the customer’s satisfaction and perception has become top priority to this unit in order to maintain the image of the Human Resource Management Department and this unit itself. The trainee has found that what she has learned in Public Service Management has been carried out by Human Resource Management Department. This department has practiced the concept of counter service that comprises three components. First component is front line in which HRM Department practiced the front counter by providing the waiting area for the customers. This department has provides clear notice board, comfortable waiting area that been furnished by comfy seats, air conditioner, reading materials and free drink. However, this department does not apply systematic queuing

The trainee has been assigned at the front counter and directly interacts with the customer, providing and terminating the services. The trainee has to go through four stages which are she must have a knowledge on the Hadiah Pengajian IPT program so that she can convey all the information towards the customer. Besides that, she had to ensure all the equipment being prepared at the counter and must be at the front counter at 8.20am before the counter opened at 8.30am. On the second stage, the trainee had to greet and welcoming the customer and asking what kind of business that is required by the customer and the trainee has been remind to make an eye contact and talk in a polite way. There were also the times when lots of customer came to the office and the trainee cannot handle by herself. Thus, the trainee limits the number of customer and transferred to the other counter. The trainee also provide HPIPT brochure to the customer who came to get information about HPIPT and inform the procedure and guidelines to the customer on how to apply HPIPT. For the last stage, the trainee has to review and recheck the application form given by the applicants of HPIPT. The trainee has to ensure that the application form has been filled correctly before it can be submitted plus inform the applicants to check their status either they are eligible for HPIPT or not through HPIPT