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Shaheen Corporation is a medium sized company dealing in surgical instruments business. In 1985, the
firm had 150 employees. At that time, the personnel department consisted of a manager and a clerk.
The department was responsible for record keeping, maintaining personal files, posting advertisements
in newspapers for hiring new employees, processing applicants’ pool, handling payroll, arranging picnic
parties and managing other routine administrative tasks. Managers and line supervisors were
responsible for most personnel matters, including hiring, training, promoting and firing subordinates.
Today, Shaheen Corporation employs 900 people. Personnel, now called the human resources
department, has an HR manager who has M.B.A degree with Specialization in HR, three specialists (also
having relevant degrees and certifications) dealing with recruitment, training and performance appraisal
respectively and four HR assistants. The top management believes that a strong HR department with a
highly qualified staff can do a better job of handling most HR matters than line supervisors can.
Over the past few weeks, several supervisors have complained to the top management that the HR
department has taken away many of their management rights. The things are becoming more formal,
complex and time taking day by day. Sometimes delay occurs due to long processing and paperwork, for
example, during the last month there was an immediate need of new employee in production
department but it took very long to fill the position. Moreover, the people hired are not able to get
along with the supervisors. The Training and development programs of HR department are also
increasing organizational cost and wasting employees’ time. Supervisors are also required to periodically
review and report employee performance which is making their job more hectic.
In response to these objections, the HR manager says “they are not viewing the broader aspect and
ignoring the best interest of the company”.
Questions:
1. Do you support the vision of top management or consider HR department a burden for the
organization?
2. What do you suggest to the top management of Shaheen Corporation for handling the
complaints raised by supervisors?

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Zahoor ul Islam Shahid gud keep it up & thanks 

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question  no 02

Different methods of investigating a complaint and making a decision 
Alternative Dispute Resolution (ADR) is the term used to describe a range of processes for resolving or settling complaints and disputes outside the court system. All of the different processes described here involve a third party (the supervisor trying to resolve the complaint). 
Supervisors should use their judgement when deciding which, if any, of these methods is most appropriate for resolving a complaint. There are many examples of good practice at the University and often the best approach is a mixture of common sense and experience. Supervisors new to complaint handling are encouraged to raise queries with Human Resources. 
Facilitative Processes
Facilitative processes involve an independent third party, with no advisory or determinative role, who provides assistance in the process of resolving a complaint (including facilitation, conciliation and mediation).
A facilitative process aims to reach a consensual agreement with all concerned. It is only viable when all parties believe a resolution is possible and are willing to work to that end.
The processes vary in the extent to which the third party intervenes in the process in order to achieve a resolution. In practice a third party may adopt aspects of each of the processes during disputes resolution.
• Facilitation involves making arrangements so that it is easier for the parties involved to meet to reach an agreement on action to be taken. The tasks may vary from arranging the meeting and venue, to hosting the discussion and providing documents to assist the parties consider the solutions offered by the other party.
• Conciliation is a process in which the third party (the conciliator), assists the parties involved to identifying the problems to be resolved, acknowledges injured feelings and identifies the positive opportunities emerging through the interactions, and actively encourages them to accept an offer of resolution. The conciliator's focus is on acknowledging the feelings of the parties so they can focus on the actions needed to restore the working relationship.
• Mediation is a process in which a third party (the mediator), acts as an intermediary between the opposing parties and intercedes on behalf of the other party in order to assist all parties reach a solution. Activities might include identifying the key problems to be resolved, developing options, considering alternatives and reaching an agreement. The mediator may advise on or determine the process of mediation and communicate separately with the parties involved. 
Advisory Processes
Advisory processes involve an independent third party who investigates the complaint and provides recommendations on possible outcomes (includes independent fact finding, evaluation and case appraisal). Advisory processes gather and present information to a person responsible for making a judgement. 
Investigation
Investigation is a process in which all parties present arguments and evidence to an impartial third party (the investigator) who determines the facts of the dispute but does not make any judgements. 
This may be useful in complex cases when it is not possible to substantiate allegations or establish facts, or when it would be useful for a third party to review and summarise the information gathered so far, ie. where an impartial view would add value. 
Ensuring support for parties to a complaint 
Staff may be distressed in relation to their complaint and may be nervous when talking to supervisors. The following actions are recommended for supervisors talking with complainants who may be upset, crying, withdrawn or confused: 
• provide some privacy; 
• remain calm and reaffirming; 
• when the staff member regains their composure, ask if they are able to explain their concerns or if they would like to come back; 
• offer to have the staff member return with a support person; 
• paraphrase, summarise and clarify what they are saying to convey understanding to the staff member and to check that you are clear about their concerns; 
• depending on the chosen course of action, it may be useful to arrange a follow up time for the staff member to talk to you again.
Staff who are at risk of harm to self or others may present as angry, agitated or threatening, or may be experiencing a psychiatric episode. Supervisors may wish to refer to section 3.3 of the University Emergency Management Plan (threatening behaviour) in addition to the suggestions given above.
Minimising possible victimisation
It is important that the supervisor identifies points of potential victimisation and develops strategies to deal with them. 
• How can information be handled in order to ensure that only relevant people are involved and these people are bound to observe proper processes? It may not be appropriate to use a fax machine located in a public office or reception area, or to leave messages on answer phones that may be accessed by more than one person. 
• How can natural justice be observed and safety maintained? If another party to the complaint needs to be informed and given the opportunity to respond and the complainant is frightened (with or without established reason), what measures can be put in place? It may be appropriate to take a staff's home address details off the management information system and arrange security escorts to and from campus.
• How can the outcomes of a complaint be handled to ensure no one is victimised at a later stage? This can occur when disciplinary action results in a department or area taking sides and resenting the complainant, when gossip leads to exclusion of one or more of the parties or when damaging comments are made about a staff member or supervisor in their professional field. Points to consider include who will be responsible for providing future references for the staff member and how long will documentation regarding the complaint be kept, and by whom. 
Re-establishing positive relationships
As a final step in handling complaints, supervisors should consider any action that may re-establish positive working, learning and teaching relationships for all parties to a complaint. This might be achieved by: 
• being explicit about all parties' rights and responsibilities; 
• getting agreement between parties on future behaviour; 
• facilitating a meeting (formal or informal) for parties to talk about future arrangements; and 
• being clear about the expectations on all parties. 
It will not always be possible or appropriate for this to occur; sometimes it will be in everyone's best interest for arrangements to be made that minimise the level of contact necessary between parties to a complaint. 
It is important that all parties are told who to approach if problems occur following the resolution of a complaint to enable quick intervention and prevent the escalation of another complaint.

Assignment # 01:

Questions:

1. Do you support the vision of top management or consider HR department a burden for the organization?

2. What do you suggest to the top management of Shaheen Corporation for handling the complaints raised by supervisors?

 

 

 

 

  1. 1.      Do you support the vision of top management or consider HR department a burden for the organization?

 Answer:

 

As a job seeker when you approach an organization the final interview that you have is with a Human Resource Manager and when you leave an organization you have an exit interview with the HR Manager. During the time period of your employment, you interact with the Human Resource department on almost daily basis. Human Resource Management has become one of the most important divisions of any organization nowadays. One cannot even imagine a proper organization or company functioning well without an effective Human Resource Management department.

However, the last few years witnessed a change in the trend as more and more companies began recognizing the importance of Human Resource Management in any organization. At the same time, universities upgraded their curriculum to instill proper education and training to the students who opted to study Human Resource Management. The combined effect of these developments can be seen in the highly developed Human Resource Management departments in many organizations.

Key Responsibilities Of HR Managers:

             HR Mangers have a lot of responsibilities as it basically falls onto their shoulders to make sure that the company functions smoothly and effectively. Some of the key responsibilities of an organization include:

  • Employee Recruitment,

             Recruitment of employees is one of the most important tasks of an HR Manager. Interviewing a prospective candidate and making sure that hiring him will be in the best interest of the company is the duty of a HR Manager. Moreover negotiating the salary and other job related clauses with the candidate is something that the company owners rely on the HR Managers for.

  • Employee Relations,

             Dealing with the everyday problems of the employees and the issues that arise within the organization on     daily basis is also an important duty of the HR Managers. One of the most challenging tasks of the HR Managers is to make sure that the employees are happy and content with their jobs and do not lose their motivation.

  • Training And Development,

                   Constantly training and developing the skills and capabilities of the staff members is also an important part of the HR Manager’s job. They have to organize seminars and workshops so that the employees get a chance to hone their skills and perform their duties in a better way.

  • Maintaining Conduct

            Maintaining office discipline is fundamental to the success of any given organization and the HR Managers are responsible to make sure that the employees are conforming to the office discipline. HR Managers often have to deal with employees who are habitually late, take too many days off, spend too much time socializing with other employees and fail to meet the deadlines.

  • Making New Policies

             The HR Management department is tasked with constantly reviewing the existing company policies, making appropriate changes in them and coming up with new strategies and policies that cater to the growing demands of any company. These policies help in maintaining the smooth functioning of an organization and ensure that the interests of both the company and the employees are safe guarded.

  • Implementing New And Old Policies

             It also falls under the duties of the HR Management department to make sure that all the old and new policies of an organization are implemented in letter and spirit and all the employees adhere to the rules set under these policies strictly.

  • Appraisals And Rewards

            One of the most important and difficult tasks the HR Management department is charged with is rewarding the employees and deciding appraisals. Rewarding the employees properly for their hard work and effort is essential in maintain employee satisfaction and keeping them motivated. A Human Resource Manager has to make sure that the appraisals that are handed out to the employees are fair and correspond with the level of input and output of each employee. If a Manager gives unfair or biased appraisals, the employees will become discontent and the quality of work will deteriorate quickly.

  • Conducting Exit Interviews

                         When an employee leaves an organization, the HR Manager has to conduct the exit interview as well. The exit interview provides valuable insight for the HR department as it makes them more aware to the needs and the problems that the employee faced at the organization.

A typical exit interview consists of some of the following questions:

  • Why are you resigning from our organization?
  • How was your experience of working with us?
  • What are a few problems that you faced working at this organization?
  • What would you improve to make our organization a better workplace?
  • What does the new job offer entail that our organization did not offer?

 

  • Final Words:

                       Although the role of HRM in Pakistan has evolved quite a lot during the last few years, it is still not completely evolved. It faces constant challenges, but continues to grow nonetheless. Once fully evolved it will become one of the most fundamental departments in an organization; fully contributing towards its growth and prosperity

 

 

 

  1. What do you suggest to the top management of Shaheen Corporation for handling the complaints raised by supervisors?

 

Answer:

 

Different methods of investigating a complaint and making a decision Alternative Dispute Resolution (ADR) is the term used to describe a range of processes for resolving or settling complaints and disputes outside the court system. All of the different processes described here involve a third party (the supervisor trying to resolve the complaint). 
Supervisors should use their judgment when deciding which, if any, of these methods is most appropriate for resolving a complaint. There are many examples of good practice at the University and often the best approach is a mixture of common sense and experience. Supervisors new to complaint handling are encouraged to raise queries with Human Resources. 

Facilitative Processes
         

                 Facilitative processes involve an independent third party, with no advisory or determinative role, who provides assistance in the process of resolving a complaint (including facilitation, conciliation and mediation).
A facilitative process aims to reach a consensual agreement with all concerned. It is only viable when all parties believe a resolution is possible and are willing to work to that end.
The processes vary in the extent to which the third party intervenes in the process in order to achieve a resolution. In practice a third party may adopt aspects of each of the processes during disputes resolution.

• Facilitation involves making arrangements so that it is easier for the parties involved to meet to reach an agreement on action to be taken. The tasks may vary from arranging the meeting and venue, to hosting the discussion and providing documents to assist the parties consider the solutions offered by the other party.

• Conciliation is a process in which the third party (the conciliator), assists the parties involved to identifying the problems to be resolved, acknowledges injured feelings and identifies vustudents.ning the positive opportunities emerging through the interactions, and actively encourages them to accept an offer of resolution. The conciliator's focus is on acknowledging the feelings of the parties so they can focus on the actions needed to restore the working relationship.

• Mediation is a process in which a third party (the mediator), acts as an intermediary between the opposing parties and intercedes on behalf of the other party in order to assist all parties reach a solution. Activities might include identifying the key problems to be resolved, developing options, considering alternatives and reaching an agreement. The mediator may advise on or determine the process of mediation and communicate separately with the parties involved. 

Advisory Processes

                Advisory processes involve an independent third party who investigates the complaint and provides recommendations on possible outcomes (includes independent fact finding, evaluation and case appraisal). Advisory processes gather and present information to a person responsible for making a judgment. 

Investigation
                 Investigation is a process in which all parties’ present arguments and evidence to an impartial third party (the investigator) who determines the facts of the dispute but does not make any judgments. 
This may be useful in complex cases when it is not possible to substantiate allegations or establish facts, or when it would be useful for a third party to review and summaries the information gathered so far, i.e. where an impartial view would add value. 

Ensuring support for parties to a complaint 
Staff may be distressed in relation to their complaint and may be nervous when talking to supervisors. The following actions are recommended for supervisors talking with complainants who may be upset, crying, withdrawn or confused: 

• Provide some privacy; 

• Remain calm and reaffirming; 

• When the staff member regains their composure, ask if they are able to explain their concerns or if they would like to come back; 

• Offer to have the staff member return with a support person; 

• Paraphrase, summaries and clarify what they are saying to convey understanding to the staff member and to check that you are clear about their concerns; 

• Depending on the chosen course of action, it may be useful to arrange a follow up time for the staff member to talk to you again.

Staffs that are at risk of harm to self or others may present as angry, agitated or threatening, or may be experiencing a psychiatric episode. Supervisors may wish to refer to section 3.3 of the University Emergency Management Plan (threatening behavior) in addition to the suggestions given above.

Minimizing possible victimization

It is important that the supervisor identifies points of potential victimization and develops strategies to deal with them. 

• How can information be handled in order to ensure that only relevant people are involved and these people are bound to observe proper processes? It may not be appropriate to use a fax machine located in a public office or reception area, or to leave messages on answer phones that may be accessed by more than one person. 

• How can natural justice be observed and safety maintained? If another party to the complaint needs to be informed and given the opportunity to respond and the complainant vustudents.ning is frightened (with or without established reason), what measures can be put in place? It may be appropriate to take a staff's home address details off the management information system and arrange security escorts to and from campus.

• How can the outcomes of a complaint be handled to ensure no one is victimized at a later stage? This can occur when disciplinary action results in a department or area taking sides and resenting the complainant, when gossip leads to exclusion of one or more of the parties or when damaging comments are made about a staff member or supervisor in their professional field. Points to consider include who will be responsible for providing future references for the staff member and how long will documentation regarding the complaint be kept, and by whom. 

Re-establishing positive relationships as a final step in handling complaints, supervisors should consider any action that may re-establish positive working, learning and teaching relationships for all parties to a complaint. This might be achieved by: 

• being explicit about all parties' rights and responsibilities; 

• getting agreement between parties on future behavior; 

• facilitating a meeting (formal or informal) for parties to talk about future arrangements; and 

• being clear about the expectations on all parties. 

It will not always be possible or appropriate for this to occur; sometimes it will be in everyone's best interest for arrangements to be made that minimize the level of contact necessary between parties to a complaint. 
It is important that all parties are told who to approach if problems occur following the resolution of a complaint to enable quick intervention and prevent the escalation of another complaint.

Solved by: syed

 

plz don’t compy paste

 

1.  Do  you  support  the  vision  of  top  management  or  consider  HR  department  a  burden  for  the organization?  

 

ANS:  I like to support the vision of top management who hire the HR qualified staff. Because of that now a days HR department is like a back bone of every organization.

HR department not only solved the problem of the organization but also some how solved the problem of the employees.

So as a job seeker when I apply to join any organization after the paper test my final interview which is held under the supervision of the HR department .when I get a job after the interview , during the time period of my employment , may be many time I interact with the HR department or may be   almost daily basis. In these day no one imagine any organization or a company doing their work properly with out  effective HR department  so we can say that  no organization or any type  of company  has not doing well with out the HR department.

Management and handling the employees at any company with out the HR department is not possible or most difficult. So this type of change is handling by the HR department very well. A decade ago not many people were familiar or not known about the importance of the HR department.

 

However, the last few years witnessed a change in the trends as more and more companies are being recognized the importance of the HR department.  At the same time many education institutions are started proper education and training programs for the student of the Human Resource Management.  So the combined effect of these developments can be seen in every organization.

 

Now key Responsibilities of HR Managers.

 HR managers have a lot of responsibilities on their shoulders and on mind. Which always try to make sure the company’s function run smoothly and effectively. If the HR manager of an organization fails to run the organization ‘function or may be failed to perform his duties properly, the entire organization system will hit or fail to work properly.

 

The major key responsibilities of HR department or manager are below.

 

  1. Employees Recruitment

The HR manager or department  major task is to recruitment of a new employees .  Take an interview is most difficult task .so take an interview of a suitable candidate and make sure that this candidate is best choice for the company ‘ s interest is the duty of a HR department . the other thing of a HR manager is negotiating the salary and other incentives which are job related with the candidate is also a duty of a HR manager.

 

  1. Employees Relations.

Negotiation with employees and dealing with the daily problems which are facing by the organization or employees to solve is also a very important duty of the HR manager. To retain the employees and to make sure the employees are happy with their job and do not loss their motivation, are also very difficult task which is done by the HR manager.

 

  1. Training and Development 

 HR manager is most important part of his duty is to make sure that constantly training and developing the skill and capabilities of the staff members.  They may also organize the seminars and workshop for the worker so that the employees get a chance to hone their skill and perform their duties in a better way. 

 

  1. Maintaining Conduct

 

HR manager is also make sure to maintain the office and discipline in his supervision. HR manager strictly deal with the employees who are habitually late, take too many days off, doing funs in working office hours and fail to meet the deadlines.

 

  1. Making new policies.

 The HR department  is also try to reviewing the existing company polices , makes appropriate changes in them and coming up with new strategies and policies that cater to the growing demands of any company, and also telling the workers of a new policies. These polices help the HR manager to run the smooth function of a company.  These are also beneficial not only for the company but also for the employees.

 

  1. Implement the policies

 The HR manager is duty task  to ensure the implementation  the policies with in the organization and out side the organization.

 

  1. Appraisal and Rewards programs

 HR manager conduct a program  in these program the top manager appreciate the employee  and give him the reward in the trophy shape or may be in the money , this type of reward function enhance the employees working power and capabilities.

 

  1. Conducting exit interviews.

 

When an employees leaves an organization , the HR manager held the exit interview as well. This type of interview give the information to the HR manager about his /her supervision and dealing with the problem and also how the employees think about him/her.

  • Why are you resigning from our organization?
  • How was your work experience with us?
  • What are the few problem which you face during the working place?
  • What you suggest to improve the organization working place?
  • What does you get new job offer which our organization did not give you.

All above the Question help the HR manager to enhance the performance of not only him/her but also it helped the organization.

 

  1. 2.      What  do  you  suggest  to  the  top  management  of  Shaheen  Corporation  for  handling  the complaints raised by supervisors?

 

 

ANS:  There are many models for effective complaint handling and every model must be suitable to the working condition, structure, size of a company or organization,

 

So whatever the model we used in any critical situation , Five fundamental principle must be observed.

  • Fairness
  • Accessibility
  • Responsiveness
  • Efficiency
  • Integration

 

  • Fairness

            First of all every complainant must be treated fairly, because it is most important thing not only for the present but also for the future. It is also for the betterment of the organization.

  1. a.      Impartial

Impartial investigation is vital to the credibility and success of a complaints

handling system. Complaint handling staff should not be defensive about their HR department. So every complaint should be treated on its merits with open minded. There should be a full and objective evaluation of the facts or evidence provided in support of a complaint.

 

  1. b.      Confidentiality

 The supervisor has a right to expect that their privacy will be respected and their complaint will be investigated in private. It  is  generally good practice anonymous complaints , even though it can be difficult  to conduct a full investigation .

 

  1. c.       Transparency

 A complaint should be treated fully transparency. So top management complaint procedures should ensure, transparency is most important for them and for the organization.

 

 

Accessibility

A complaint handling system should be accessible to everyone. Accessibility has two features--------- awareness of the system and effective access option.

 

  • Awareness

      Organization should ensure the supervisors about its complaint system how to gain access to it.

 

  • Access

Every worker of the organization should be given a range of contact option.

 

  1. Responsiveness

            A complaint handling system must be responsive to the needs of all complaints. This requires proper training of staff.

                                          

 

  1. Efficiency

A complaint handling system should be efficient. Method of dealing with complaint with differs from one complaint to another. So that simple complaints should be resolved quickly and other tries to solve as soon as possible. But the important thing is that all complaints, simple or complex, should be treated continuing attention and be resolved as quickly as possible.

 

 

  1. Integration

 Integration is important in two ways , 1st complaint handling must be integrated within an HR department . 2nd integrate with the supervisors.

 

 

So using the above the top management will try to resolve all the complaints which send by the supervisor and tell the supervisor the importance of the HR department.

 

 

Plz pray for all muslims and all muslims country , and also for the mentally  independence for us.

May ALLAH AND MUHAMMAD help us

 

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