Case Study: Hope Wireless HR Proposal
Hope Wireless HR Proposal
University of Phoenix
HRM/595
Lisa M. Plantamura Ph.D., D. M.
June 24, 2013
Introduction
In support of launching a total reorganization of Hope Wireless, the third leading wireless company in the United States, the Human Resource Department will review and enhance several processes to include but not limited to staffing, performance appraisal, training and development, total rewards, and organizational behavior and processes. The goal is to transition Hope Wireless from good to great; from not only being an American company but a global company. The goal of this strategic organization proposal is to attract and retain the most qualified employees, improved company performance, customer satisfaction, …show more content…
Whenever the random bell tolled, the person holding the fish would receive an immediate reward, most often a gift card. Just as the SMILE initiative, any employee who accumulated increments of 10 or more fish could earn very exciting prizes. This was also a six month morale boosting plan. Customer satisfaction results have continually progressed and have been maintaining ratings of 85% or better on a monthly basis.
Hope Wireless began and continues to see a decrease in churn, decrease in employee turnover, increase in employee relations and retention and a dramatic increase in customer satisfaction. The aforementioned action plans greatly influenced employee morale and encourage positive customer behavior while increasing the effectiveness of the organization.
“The loss of employees is a disruptive event. Organizations often pursue innovative ways to reduce employee turnover, often with limited success” (Murphy & Taylor, 2006). In addition to random initiatives, Hope Wireless offers on-going employee relation and retention resources such as the manager, site director open door policy, human resource specialist, employee assistance hotline, anonymous corporate security hotline and email address and a on-line suggestion box is set up in each …show more content…
HR will also outline a process of which middle management can execute separate and apart from the aforementioned proposal. “Practical strategies for supervisors include clearly identifying role responsibilities, implementing flexible scheduling, supporting role integration, applying job sharing principles, and remembering to reward and recognize employees”(Winterstein, Mazerolle & Pitney, 2011).
Hope Wireless’ mission is to exceed the expectations of every customer who is in contact with the site. In order to enjoy such a reputation, every employee has to be engaged, empowered, committed, satisfied in their role and have allegiance to the organization and their team leads. Meeting performance expectations will allow each employee their hourly base pay. Surpassing performance expectations invites the opportunity to earn a bonus. WOWING every customer, owning the business, caring about your co-worker, volunteering in the community on behalf of the organization, etc. earns rewards and
University of Phoenix
HRM/595
Lisa M. Plantamura Ph.D., D. M.
June 24, 2013
Introduction
In support of launching a total reorganization of Hope Wireless, the third leading wireless company in the United States, the Human Resource Department will review and enhance several processes to include but not limited to staffing, performance appraisal, training and development, total rewards, and organizational behavior and processes. The goal is to transition Hope Wireless from good to great; from not only being an American company but a global company. The goal of this strategic organization proposal is to attract and retain the most qualified employees, improved company performance, customer satisfaction, …show more content…
Whenever the random bell tolled, the person holding the fish would receive an immediate reward, most often a gift card. Just as the SMILE initiative, any employee who accumulated increments of 10 or more fish could earn very exciting prizes. This was also a six month morale boosting plan. Customer satisfaction results have continually progressed and have been maintaining ratings of 85% or better on a monthly basis.
Hope Wireless began and continues to see a decrease in churn, decrease in employee turnover, increase in employee relations and retention and a dramatic increase in customer satisfaction. The aforementioned action plans greatly influenced employee morale and encourage positive customer behavior while increasing the effectiveness of the organization.
“The loss of employees is a disruptive event. Organizations often pursue innovative ways to reduce employee turnover, often with limited success” (Murphy & Taylor, 2006). In addition to random initiatives, Hope Wireless offers on-going employee relation and retention resources such as the manager, site director open door policy, human resource specialist, employee assistance hotline, anonymous corporate security hotline and email address and a on-line suggestion box is set up in each …show more content…
HR will also outline a process of which middle management can execute separate and apart from the aforementioned proposal. “Practical strategies for supervisors include clearly identifying role responsibilities, implementing flexible scheduling, supporting role integration, applying job sharing principles, and remembering to reward and recognize employees”(Winterstein, Mazerolle & Pitney, 2011).
Hope Wireless’ mission is to exceed the expectations of every customer who is in contact with the site. In order to enjoy such a reputation, every employee has to be engaged, empowered, committed, satisfied in their role and have allegiance to the organization and their team leads. Meeting performance expectations will allow each employee their hourly base pay. Surpassing performance expectations invites the opportunity to earn a bonus. WOWING every customer, owning the business, caring about your co-worker, volunteering in the community on behalf of the organization, etc. earns rewards and