HR Manager Submission BCS
Employee welfare, Employee benefits, Employee training and development, Policy of work, Equal remuneration.
Submission Date & Time: 2020-03-23 07:11:25
Event Name:
Solution Submitted By: Shrooti.RK
Assignment Taken
Case Understanding
Daily Needs Delivery (DND) is a firm that delivers daily needs like Milk, Paneer, and Curd with the help of android/iOs application. Currently operating in Bangalore, Delhi, Hyderabad it has an employee count of 80-Hyper local delivery partner and 10-Office team. Basically they bring consumers and delivery persons together similar to an Aggregator Business Model. In business a Human resource department head provides human capital to all the departments and the finance head takes care of the monetary aspects of the business irrespective of any departments requirement. In this sense, every function in business is interrelated and no function is isolated. Here’s an HR perspective of the problems involved in the case. 1. Customers have reported missing deliveries to the corporate office, whereas the delivery agency confirms that the products were delivered as scheduled at the door step of the consumers. We can view this issue from several prisms:- i. Incorrect information tracking system - The sequence of delivery is a significant factor to be analyzed. The delivery sequence begins with the products being picked up from the inventory by delivery personnel and ends at the doorstep of the customers. This can be seen as a HR problem because the IT person might not have been trained effectively in the vertical. It is a persistent issue that needs to be resolved as the customer satisfaction is under stake and as a result company’s reputation will be affected. ii. Product being tampered during the delivery – The product might also be tampered during the course of delivery due to mishandling of the products. At the core of the issue, there might be an ethical conundrum involving the delivery personnel as the products that are being delivered have an everyday use-value. The other end of this ethical conundrum might involve the intent of customers to get more products. There are no mediators in the delivery sequence, so the loss of products seems unlikely. Yet, taking into consideration that we are into a service industry, in delivering the right product to our customer lies our company repute. 2. Corporate offices have reported that there is a failure by delivery personnel to report for duty in the morning. i. There might also be certain issues involving the physical health of the delivery personnel that may facilitate their inability to report for duty. ii. Lack of willingness towards work can also result in not showing up for the job. It is understood that the products have limited expiry, and a re-delivery cannot be attempted once the products are spoiled. This can be understood as a lack of organizational discipline among delivery boys. This results in financial losses to the company and unfulfilled need of customers. 3. There is also a report of wrong products being delivered. Again this is understood as an operational defect wherein the packages must have been exchanged or wrongly assigned to the delivery boys. ThereBCS Solution Summary
As a wise man once said, “Forget about working in service industry if you don’t remember to smile†In a service industry which is delivery heavy, we hire employees who are extremely committed, who show integrity and excellence in their work. Once the candidate is on board with us, he/she will be provided with holistic orientation program about the organization culture and policy. A full on internal training program will be conducted for the employees after they join and for every 6 months training will be conducted. As a part of Employee welfare, Accident cover, medical cover, road safety programs, fitness programs,.etc are conducted. We give away caps, t-shirts to our employee as a part of employee relationship. We also send greeting and wishes on special occasion to our employee to strengthen employee relationship. During expansion, 40 woman employees will be hired. A production team, operation team and customer service will also we hired. Keeping in mind all the cost incurred by the company, in the long run our company will make profits. As of now, we are trying to aim at gaining customer satisfaction.Solution
1. Products being tampered during delivery – Proper handling of the products during delivery must be done. During the initial period of the business performance appraisal must be done on high frequency and on regular basis We DND as the company that delivers the products shall provide methods of handling product that prevent damage or deterioration.
2. Quality Assurance department plays a crucial role in daily needs delivery like milk, paneer, curd. Quality is never an accident. It is always the result of -High Intention, Sincere Efforts, Intelligent Direction and Skillful Execution - Willa Foster.
A Quality Assurance team will be set up for ensuring good quality products from the vendors and providing the customers with first quality products. TQM plays a very vital role. TQM itself covers three major aspects viz. Total Quality Control (TQC), Total Employee Involvement (TEI) and Total Waste Elimination (TWE). The word itself justifies about an assurance of quality of milk & milk products from consumer’s perspective. At the same time there are stringent laws being introduced for human safety, quality assurance. We will also strive hard to improve microbiological quality of our milk and other products. Thus Quality Assurance is a key to the success of Dairy Industry for sustainable business & growth for longer time to come.
This take care of two problems simultaneously:-
- Complaint of foul smell and bad taste of the products
- Report of loss of products due to its perishable nature
Employee Welfare:
1. Accident cover and Medical insurance cover is provide to the delivery boys and the QA manager is entitled for Medical insurance
2. We work towards sensitization, awareness and training of our delivery partners on the nuances of road safety through our mandatory “Safety first” program.
3. We also provide special traffic awareness program and financial aid to any accident victim besides the medical insurance cover he/she is entitled to.
4. We offer minimum payment structure irrespective of the daily delivery performance and medical insurance.
5. Physical fitness program will be conducted and all the employees irrespective of their designation is entitled to attend the program.
Employee Benefits:
1. Recognition – Employee of the month will be recognised and awarded
69% of employees work harder if they felt that their efforts were appreciated. 50% of the employees that being thanked by the managers not only enhances the relationship with the managers but also build trust with their higher-ups. 93% of employees hope to be recognised at least quarterly, if not more.
Reference – Business2community.com
2. Physical rewards – Company named T-shirts, Caps, Hoodies, Pens, Calendars.
These non-monetary rewards give the employee something tangible that they can use over a period of time.
Conclusion - Money isn’t everything. In fact, for long-term retention and engagement, non-monetary employee incentives can often work just as well.
Employee training and development plan:
1. Delivery boys will be trained on a frequency of 6 months regularly with the updated technology and other requirements for the work.
Delivery boys will be trained on product handling in order to ensure that there no tampering of products during the delivery.
2. There will be different engaging games conducted to impart the importance of customer satisfaction, effective communication, quality assurance and process enhancement to the delivery boys and quality manager.
3. The entire routine of their work will be made into a video format pertaining to their role and shared with them and also given field training regarding the same. Any further doubts and clarifications will be addressed during the orientation program.
4. The IT manager will be provided with training on the technological advancements happening currently in the industry
This solves two problems simultaneously:-
- This will ensure that the information tracking system is intact and problems regarding the same can be zeroed down.
- This will also ensure that the right products are being delivered to the respective customers.
Policy of work:
We believe strong mental health plays a significant role in productivity and the overall quality of work-life, across all levels of organization.
1. Starting every day of work with positive slogans keep the employees
2. Psychiatry counselling will be given semester-ly to keep the mental health of the all the employee strong.
3. Greeting with “Happy working”, “Good day”,When you meet any co-worker maintains a positive relationship among the employees.
4. Sending Festival, Birthday, Anniversary greetings to all the employees
If employees do not show up to work, then over the allowable period of holidays taken he/she will be subject to penalty.
This can ensure that delivery peoples’ attendance improves drastically.
Employee Hiring:
Current size – 80 delivery boys + 10 office team
During expansion in the fore coming years – 40 woman delivery partners
Goal number 5 of UN Sustainable goals states, Achieve gender equality and empower women and girls. Pertaining to that, DND aims at providing employment to women.
Expansion plan:-
A team for production, Customer service, and Operations will be hired and the production will be totally centralised.
Conclusion
TEAM – Together We Achieve Miracles. The inception of any firm is to solve a real time problem of the society. We as a team identified the shortcomings of the society in the dairy industry and come up with effective solutions to it. As per HR Department, DND is a firm every employee would to love to work with. With this kind of compassion towards each of our employee, we are sure to succeed in the near future. If DND follows the practices and policy stated in the solution, it will be a Unicorn in its own field one day. The service is provided to the customers simultaneously with the eligible remuneration to the employee.Attached File Details
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