internal challenges faced by both the management and the employees

internal challenges faced by both the management and the employees

Abstract

The human resource management is essential in all organizations. It determines the kind of people to work and not to work for the organizations. A human resource manager oversees all the activities done in the HR department, including recruitment, placement, training, and retention. However, in most cases, the HR manager is given the power to run the performance management system. Most managers relax in their jobs, thus leading to rater error while doing an annual evaluation of the customer service employees.

Introduction

It is a competitive world, especially in the business world; hence it’s the core duty of every organization to be cautious of their daily activities. Most organizations trust their HR management to conduct the evaluation process annually, thus gives a clear final report concerning the employees. The performance management system is used to evaluate all the activities of employees in an organization. Some employees have practical skills in communicating and learning customer behavior, but by the end of the day, they end up being underrated due to one reason or the other. A rater program tries to end such cases by evaluating every worker according to their activities towards promoting business’ goals and objectives. It is crucial to hire informed and highly skilled personnel in matters concerning every event in the firm. Also, it is essential to hire managers with effective communication and problem-solving skills for the sake of the employees. This paper will present some of the internal challenges faced by both the management and the employees. It will critically examine reasons why rater errors occur as well as reasons as to why employee’s goals should be aligned with those of the organization. Besides, the paper will present a suitable rater program free from error and its benefits in an organization. Lastly, the paper will document the importance of aligning the organization’s goals.

Reasons why rater error occur while evaluating customer service employees

A rater error is referred to as the judgment which occurs when an individual with higher powers is given the mandate to assess other people. Mostly, evaluation is based on a persons’ conception towards others. Moreover, some of the errors are made unintentionally; hence it becomes difficult to solve. Underrated employees may feel bad when they compare their rating with that of their fellow workmates, and yet their working capabilities are the same (Foster, (2014)). There are several reasons which enhance the occurrence of rater errors, as listed below.

• Favoritism: This occurs when the HR manager overlooks the faults of the likable persons in the firm.
• Association guild: Some HR managers rate employees according to the social groups they relate and interact with.
• Grudges: An organization operated by different kinds of people from different backgrounds and ethnicity; hence chances of colliding with other people are always high. Some HR managers might be holding grudges with some employees, thus giving them poor ratings during the evaluation process.
• Bias: Some HR managers allow bias to inspire their reasoning during evaluation. Bias comes as a result of many reasons, including; weight, disability, sex, height, intelligence, religion, race, etc.
• Central inclination: This is where HR managers standardize everyone by giving them the same rating. This may be easy but is difficult and dangerous to the organization, thus can lead to the relaxation of some employees.

Aligning employee’s goals with organizational and performance management system goals

It is complicated to keep every employee on the same page, especially in large organizations that have hundreds of employees. As the HR manager in charge of the performance management system, you want all the employees to grow and develop in all aspects but at the same time to focus on the core business goals and objectives. However, through the help of advanced technology, it is easier to align employees and business goals.

According to Bernardin & Wiatrowski (2013), there are several needs which an organization should look into when aligning the organizational goals with employee’s goals. First, aligning organizational goals with those of the employees enhances the boosting of focus and efficient and smart business operations. This is achieved by making employees understand their goals and strategies in work as well as the organization’s goals. Second, effective alignment enables the whole organization to execute their goals faster and more efficiently. Lastly, the adjustment of the goals reduces the rate of absenteeism among the employees. Absenteeism occurs mostly in situations where employees are not satisfied, uncommonly in payment matters.

Nonetheless, the alignment of all the goals might be challenging. Hence, organizations are recommended to leverage new technologies to enhance more natural alignment. Employees become more focused on the organization’s goals when they are engaged through adjustment of the core goals. The new technology involves the installation of a web-based computerized performance management system. This also enables the business to be more productive and reduce costs.

Suitable rater program

The most suitable rater program for an organization is the Rater Error Training (RET) program. A RET program focuses on accuracy hence reducing rater errors and biases. The program has different types of mistakes including; distributional inaccuracies, halo-effect errors, behavioral scales, first-impression errors, and similar-to-me effect errors ( Murphy, & Deckert, (2013)).

Benefits of Rater Error Training program

Rater Error Training programs hence the business, to improve in matters regarding performance management. RET reduces the rate of favoritism in the organization; therefore, everyone is treated equally. Also, it does not rate people according to the company they are interacting with the kind of work they are doing in the business. RET program helps the organization to reduce any form of bias related to age, race, and intelligence, among others. The ]program rates everyone equally without any grudges hence promoting equality. Lastly, the program increases the company’s productivity and performance in the workforce. It also saves time, which is used by employees when raising complaints when rated inappropriately.

Importance of aligning organizational goals

Organizational goals and objectives are crucial since they dictate their daily activities. Hence, without proper tools for measuring and aligning, the business’ goals can lead to its downfall. However, the alignment requires an appropriate strategic measurement method. The method is used to measure the success of the company concerning its goals and objectives. One of the impacts of aligning the organizational goals is to enhance business understanding and develop visibility. This is achieved by identifying critical factors, showing working relationships, and building baselines in the firm. Second, aligning business goals enhances quantitative evidence management and control (Persson, Weitz, & Nilsson (2016)). This is achieved by accurate estimates and plans, making realistic decisions, and tracking the actual results versus the estimated ones. Lastly, goals alignment enhances the optimization of business activities and providing guidelines for enhancement. ]a conducive environment ]is created when goals are aligned, thus making ]work flow easy.

Conclusion

Consequently, every employee has their ]own strengths and weaknesses. Hence it is upon the HR manager to be keen when evaluating everyone’s working progress. The HR manager should be ]keen to avoid rater errors, which lead to a increase in complaints by the employees. Low rating reduces someone’s motivation and confidence during business activities hence leading to low productivity. This also leads to a rise in the rate of employees on a daily bases.

Moreover, organizations should learn the need to adapt to the alignment of goals. This should apply for all the working departments, including employee’s goals, organizational goals, and performance management goals. Companies ]are recommended to find an effective rater program that suits their needs. An organization improves in terms of productivity and overall daily performance once it has learned the importance of aligning organization goals. Aligned goals enable employees to know what to do and what not to do at a certain time. An appropriate strategic measurement method is crucial since it makes it easier for the senior managers to align overall goals.