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IMPACT OF HUMAN RESOURCE PRACTICES ON QUALITY SERVICE LEVELS.

CASE STUDY: MBARARA DISTRICT LOCAL GOVERNMENT.

CHAPTER ONE

1.0 INTRODUCTION

This chapter covers the background of the study, Statement of the problem, purpose of the study, research questions, and scope of the study, significance of the study and definition of terms.

1.1 Background to the study

Human resource management (HRM) is the process of employing people, training them, compensating them, developing policies relating to them, and developing strategies to retain them Kristen et al (2009) . According to Leigh Rivenbark (2005) As a field, HRM has undergone many changes over the last twenty years, giving it an even more important role in today’s organizations. In the past, HRM meant processing payroll, sending birthday gifts to employees, arranging company outings, and making sure forms were filled out correctly in other words, more of an administrative role rather than a strategic role crucial to the success of the organization. Globally the role of human resources is crucial to an organization. Every organization has policies to ensure fairness and continuity within the organization,Jack Welch, former CEO of General Electric and management guru, sums up the new role of HRM: “Get out of the parties and birthdays and enrollment forms Remember, HR is important in good times, HR is defined in hard timesDessler Gary (2010)

HRM is the personnel function which is concerned with recruitment, development, compensation, integration and maintenance of the personnel of an organization for the purpose of contributing towards the accomplishments of the organization’s objectives. Therefore, personnel management is the planning, organizing, directing, and controlling of the performance of those operative functions ( Prasad L.M., (2005).

According to the Invancevich and Glueck, “HRM is concerned with the most effective use of people to achieve organizational and individual goals. It is the way of managing people at work, so that they give their best to the organization”. According to Dessler (2008) the policies and practices involved in carrying out the “people” or human resource aspects of a management position, including recruiting, screening, training, rewarding, and appraising comprises of HRM.

Generally HRM refers to the management of people in organizations. It comprises of the activities, policies, and practices involved in obtaining, developing, utilizing, evaluating, maintaining, and retaining the appropriate number and skill mix of employees to accomplish the organization’s objectivesBiswajeetPattanayak (2001). The goal of HRM is to maximize employees’ contributions in order to achieve optimal productivity and effectiveness, while simultaneously attaining individual objectives (such as having a challenging job and obtaining recognition), and societal objectives (such as legal compliance and demonstrating social responsibility) Leslie W. Rue (1997).Human Resources management has an important role to play in equipping organizations to meet the challenges of an expanding and increasingly competitive sector. Increase in staff numbers, contractual diversification and changes in demographic profile which compel the HR managers to reconfigure the role and significance of human resources managements, Aswathappa. K. (2008),According to R.L Mathis and J. H. Jackson (2010) several roles can be fulfilled by HR management. The nature and extent of these roles depend on both what upper management wants HR management to do and what competencies the HR staff have demonstrated.

According to parasuraman et al (1998) good service quality is expected to lead to customer satisfaction in all types of service industries, aviation, road transport and including the banking industry and many others. Customer assessment of quality service is a result of comparison between their expectation and experience of after service delivery.According toparasuraman et al (1998). If an organization provides quality services this might lead to high customer satisfaction and this will intern help an organization make more sales, Waker et al (2006) in quality management perspective customer satisfaction is defined as a result of comparison between what one customer expects about services provided by a service provider and what one customer receives.

According fornell (1993) he identified satisfaction as an overall evaluation based on the total purchase and consumption experience focused on the perceived service performance compared with pre- purchase expectations over time.

Mbarara district local government is one of the oldest district in Uganda, is headed by Chief Administrative Officer (CAO). It is also in the center of a country that is reported as high ranking in corruption (Transparency International 2006).Mbarara district local government has experienced numerous challenge on the quality of service delivery to its population, this is evidence by huge, complaints of the service delivery system among the district’s local population, including complaints with the other departments like, accounting and procurement department, according to PPDA report,(2008) the districts procurement was marred by irregularities , basing on this therefore the researcher intends to investigate into the impact of human resource practices on the quality of service levels case study Mbarara district local government.

1.2 Statement of the problem.

Human resources practices include, planning, procurement, recruitment development, integration and maintenance of an organization Human Resources. The human resource management of Mbarara District local government has made significant contribution to the quality of service levels of he district, despite this the district service delivery systems has experienced numerous challenges including extreme complaints by the residents of the district and also complaints against some departments like accounting, and the procurement department in which according to the PPDA report, 2008 the districts procurement was marred by irregularities, this study therefore questions the impact of human resource practices on the quality of service levels, case study Mbararadistrict local government.

1.3 Purpose of the study

The purpose of study is to investigate the impact of human resource practices on the quality of service levels at Mbarara district local government.

1.4 Objectives of the study

The objectives of the study are;

To examine the different roles of human resource in attainment of quality service at Mbarara district local government.
To investigate the various functions of human resource in attainment of quality service at Mbarara district local government.

To assess the different ways of achieving of quality service at Mbarara district local government.

1.5 Research questions

What are the different roles of human resource in attainment of quality service at Mbarara district local government?
What are various functions of human resource in attainment of quality service at Mbarara district local government?

What are the different ways of achieving of quality service at Mbarara district local government?

1.6 Scope of the study

The study scope will cover the following aspects;

1.6.1 Study scope

The study scope will include, roles of human resource in attainment of quality service, various functions of human resource in attainment of quality service, different ways of achieving of quality service at Mbarara district local government

1.6.2 Geographical scope

The study will be conducted at Mbarara district local government.

1.6.3 Time scope

The period of investigation will be from February to August 2014.

1.7.0 Significance of the study

The study will help the government on identifying the weakness of the human resource function and improving it accordingly.

The study will help other researchers in identifying the roles of human resource and also help them in measuring their performance if it measure to the required standards.

It will also help Mbarara district local in measuring the performance of the human resource department so as to improve it accordingly.

1.8.0 Definitions of key terms

1.8.1 Human resource

According to Dessler (2008) the policies and practices involved in carrying out the “people” or human resource aspects of a management position, including recruiting, screening, training, rewarding, and appraising comprises of HRM.

1.8.2 Service

According to PPDA ACT 2003 means any object of procurement or disposal other than works or supplies and includes professional or non-professional and commercial types of services as well as supplies and works which are incidental to but not exceeding the value of those services.

1.8.3 Quality

According to Anderson and fornell (1994) quality refers to a global evaluation of a firm’s service delivery system.

CHAPTER TWO

LITERATURE REVIEW

2.1 INTRODUCTION

This chapter discusses what various scholars have written about the impact of human resource practices on quality service levels. Different roles of human resource in attainment of quality service, functions of human resource and different ways of achieving quality service.

2.2. Definitions of human resource

There are many definitions of human resource as defined by different scholars and they include;

Human Resource Management is a process, which consists of four main activities, namely, acquisition, development, motivation, as well as maintenance of human resources,(lockwood,2004).Human Resource Management refers to the management of people in organizations. It comprises of the activities, policies, and practices involved in obtaining, developing, utilizing, evaluating, maintaining, and retaining the appropriate number and skill mix of employees to accomplish the organization’s objectives. (Armstrong ,2006).

2.2.1 Service

According to PPDA ACT 2003 service, means any object of procurement or disposal other than works or supplies and includes professional or non-professional and commercial types of services as well as supplies and works which are incidental to but not exceeding the value of those services.

2.3 DIFFERENT ROLES OF HUMAN RESOURCE IN ATTAINMENT OF QUALITY SERVICE

Strategy development

Human resource management helps to develop organizational strategy my adhering to the vision, mission, values of the organization, the human resource in its mandate ensures that all the employees adhere to the organizational goals, (Ashridge, 2008).

Successful organizational performance requires a clearly articulated vision, mission and values. The Human Resource practitioner could initiate or support the development, or upgrade, of a vision, mission and values foundation if one does not exist or does not explicitly address the organizational goal. The foundation needs to incorporate elements of corporate social responsibility or sustainability in order for it to foster alignment of organizational resources and this is the cardinal role of human resource, (cbsr, 2004). strategy development Strategies mainly help an organization in planning for its future and how it can achieve its goals, an organization without a clear strategy is bound to fail because strategies are the only ways how an organization conclusive its objectives and manage the future at its commitment. Above all the shore holders of the organization must first understand the strategy of the organization before they can threst all their income on the organization, (Hannyton 2006)

Enforcing Employee codes of conduct

Codes of conduct are the ways how an organization operates and income showing the rules and regulations governing a particular organization which has prepared to fail, most of the Global companies like Toyota, Nissan and Honda have clear codes of conduct to help establish peace and Harmony between the how level managers and the top management this helps employees to know what is specifically expected of hem and how they can do it, (handfield et al, 2006). The Human Resource role is typically responsible for drafting and implementing employee codes of conduct this code of conduct may include the way employees should conduct themselves while at work, days of reporting at work, the employee responsibility, the procedures of doing work, how the employees should relate with fellow employees among many, (moulden, et al , 2007).

As such, HR managers hold the pen on the principles contained in the employee codes. Since a number of recent high profile corporate frauds, boards of directors have become very concerned about the ethical culture within their organizations, looking for 100% sign-off on and compliance with codes of conduct which articulate their ethical values, (Bonham, 2004).

Workforce planning and recruitment

Workforce planning consists of analyzing present workforce competencies; identification of competencies needed in the future; comparison of the present workforce to future needs to identify competency gaps and surpluses; the preparation of plans for building the workforce needed in the future; and an evaluation process to assure that the workforce competency model remains valid and that organizational objectives are being met so as there is correlation between the organizational goals and the work done by employees,( lee et al, 2008).

Workforce is the most important part of the organization as they are the processers of the products especially in the manufacturing sector, organization like General, motor with clear ways of workforce planning recruitment have seen their quality output reach its been with zero defect,(hand field etal,2006).

Orientation, training and competency development

Human resource management is responsible for orientation of workers so that they know what is expected of the them especially in the period of recruitment after orientation of workers, the human resource manager has the responsibility of training of the employees so that they perform as required by the organization and are in position to achieve organizational targets as required by the management, (melcrum, 2008).

To ensure maximum alignment and early employee ‘buy-in’ to the strategic goals of the organization, this general orientation should be deemed mandatory for all levels of new employees. New employees need to be provided information about goals, policies and commitments, (lock, 2004)

Compensation and performance management

Compensation is the money that someone who has experienced a loss or suffering claims for in an organization, the human resource management has the duty to determine the amount of loss an employee has suffered and accordingly determine how much she should be paid.(thornton,2008) .

The way an organization compensates its employees determines the level of performance of employees and their output in line with organizational corporate objectives, companies with poor compensation schemes to employees tend to fetch low output in its work force. ( wire et al, 2007).

Protecting of the organizational corporate culture

Human resource practitioners are the keepers of the flame when it comes to corporate culture, team building and change management processes. Growing and adapting to the changing marketplace necessitates that firms pursue significant behavioral shifts from time to time. Sometimes organizations require the outside assistance of change management professionals to help them identify an appropriate strategy when they are attempting to create significant behavioral change, but in the end, culture shift can only be achieved and sustained if it is driven and sponsored effectively internally, ( Ashridge,2008).

Employee involvement and participation

As mentioned earlier, employees are among the key stakeholders for the development of any organizational strategy or program involving employees makes them feel part of the team and an organization which does not include employees in its programm is bound to fail. A critical first step in mission, vision, values and strategy development is to understand the key concerns, priorities and perspectives of all key stakeholders, particularly employees. It is a truism that employees consulted and engaged in the development of new programs and approaches are likelier to follow through with their implementation (moulden et al , 2007). Often companies consult and engage their employees in the development and delivery of their community involvement, new product development, organizational plans and what is expected of employees this therefore is the one of the major functions of employees so that employees feel part of the organizational future, ( farrington et al 2006) .

2.4 VARIOUS FUNCTIONS OF HUMAN RESOURCE IN ATTAINMENT OF QUALITY SERVICE

The following are the different functions of human resource according to different scholars;

Planning

The planning function of human resource department pertains to the steps taken in determining in advance personnel requirements, personnel programs, policies etc. After determining how many and what type of people are required, a personnel manager has to devise ways and means to motivate them (Dessler, 2010). In the modern world planning is crucial to an organization and an organization without plans is uncompetitive. Coordination of various future activities of an organization is by preparation of plans actions for future periods this minimizes risks and increases the degree of organizational success. Drury also further says that human resource plans made by the district should be to help in organization control and facilitate communication to ensure success in achievement of the required objectives (Drury, 2006). Organization: Under organization, the human resource Manager has to organize the operative functions by designing structure of relationship among jobs, personnel and physical factors in such a way so as to have maximum contribution towards organizational objectives. In this way a personnel manager performs following functions: (a) preparation of task force; (b) allocation of work to individuals; (c) integration of the efforts of the task force; (d) coordination of work of individual with that of the department. (aswathatpa, et al, 2008)

Directing

Directing is concerned with initiation of organized Action and stimulating the people to work. The personnel manager directs the activities of people of the organization to get its function performed properly. A personnel manager guides and motivates the staff of the organization to follow the path laid down in advance (parasuraman, 2001).

Directing workers in an organization on is specifically important in that it helps employees to understand the users of their bosses and work according to the organizations Goals and objectives most organizations around the world like general motors, the top management has powers and authority to direct the subordinates on what to do and also make them work to their best(parasuraman, 2001).

Controlling

It provides basic data for establishing standards, makes job analysis and performance appraisal, etc. All these techniques assist in effective control of the qualities, time and efforts of workers. Controlling is one of the most important functions of human resource since it directly regulates organizational performance, but most of all in a competitive world efficient control of organizational activities is crucial for an organization to stay relevant in the business.

Proper controlling can lead to improved efficiency and effectiveness in delivery of goods and services. Organizational control is a deliberate attempt to design a future course of action with view to optimize the use of resources. And organizations without a planned way to control activities are bound to fail because it had not had particular route to follow Cole (1997).

Operative Functions: The following are the Operative Functions of Human Resource Management

Procurement of Personnel: It is concerned with the Obtaining of the proper kind and number of personnel necessary to accomplish organization goals. It deals specifically with such subjects as the determination of manpower requirements, their recruitment, selecting, placement and orientation, Man power is the most important asset in the organization and efficiency in man power is important to an organization to achieve its goals and objectives, (pattanayak, 2003).

Personnel procurement has along impact towards the organization effectiveness, an organization with highly motivated and experienced staff loss the capacity to change the organization into .the next step. Personnel procurement is one of the organizations most critical decisions

Development of Personnel: Development has to do with the increase through training, skill that is necessary for proper job performance. In this process various techniques of training are used to develop the employees. Framing a sound promotion policy, determination of the basis of promotion and making performance appraisal are the elements of personnel development function (carppelli, 2010).

Compensation to Personnel

Compensation means determination of adequate and equitable remuneration of personnel for their, contribution to the organization objectives to the monetary compensation for various jobs is one of the most difficult and important function of the personnel management. A number of decisions are taken into the function, viz., job-evaluation, remuneration, policy, inventive and premium plans, bonus policy and co-partnership, etc. It also assists the organization for adopting the suitable wages and salaries, policy and payment of wages and salaries in right time, (forster et al, 2004).

Maintaining Good Industrial Relation: Human Resource Management covers a wide field; it is intended to reduce stifles, promote industrial peace, provide fair deal to workers and establish industrial democracy. If the personnel manager is unable to make harmonious relations between management and labor industrial unrest will take place and millions of man-days will be lost. If labor management relations are not good the moral and physical condition of the employee will suffer, and it will be a loss to an organization vis-a-visa nation. Hence, the personnel manager must create harmonious relations with the help of sufficient communication system and co-partnership (carppleli, 2010).

Record Keeping: In record-keeping the personnel manager collects and maintains information concerned with the staff of the organization. It is essential for every organization because it assists the management in decision making such as in promotions. This record mainly includes employee’s academic records, performance records, disciplinary records and also salary earnings in an organization and many others.(pattanayak, 2001).

2.5 WAYS OF ACHIEVING QUALITY SERVICE AT MBARARA DISTRICT LOCAL GOVERNMENT

Employing experienced workers, the human resource of an organization is responsible for the development and failure of many organizations, an organization with quality and well experienced employees is likely to produce quality output, Toyota, Nissan normally hire highly trained engineers so as to ensure quality output (handfield et al, 2009).

Developing supplier, Supplier development is the process of giving suppliers support so that they produce products which are up to the standard with the buyer’s needs this helps buyers get quality products and be able to achieve quality output ( farrington et al, 2006). Supplier development is the process of working with certain suppliers on a one-to-one basis to improve their performance for the benefit of the buying organization. It is closely associated with supplier relationship management,(lysons 2003),

The system of supplier development is essential if a buyer is to achieve quality out and stay ahead of competitors in business this is because such a system enables quality to flow in the entire supply chain,( lysons, 2003).

Adapting new technologies, in the production process advanced technological process is responsible for quality output. World major automobile manufacturers like Toyota, Nissan, ford and Suzuki invest a lot of millions of dollars in research and development in order to adapt to new technologies this enables them to produce quality products, (handfield et al,2009).

Technology mainly deals with the way things are done new and advanced technologies helps in creating a stable working environment for the employees in an organization. The business environment today has been undergoing unprecedented change and many companies are seeking new ways to stand out from the competition by sustaining their competitive advantage and therefore adapting to new technologies is essential towards achieving quality in an organization, (Somuyiwa, 2010).

A well-motivated employees, produces quality products since he fills he is part of the company, motivation is the key ingredient of quality output in a company a well-motivated employee is likely to produce quality goods and services.Motivation of employees is one the first fundamental ways of ensuring organizational efficiency in quality output and such motivations include, giving employees better wages for their hard work, recognizing their performance by giving awards all this is essential in achieving quality out put from employees (ashridge, 2008)

Training employees

Training helps employees to learn new technologies and also share what they have with fellow employees, which helps them in inventing new ways of producing a product.

Multinational companies give their employees enough training and skills in order to boost quality production of the goods. Most of these training are inform of workshops and lectures from experts in a specific field. TheToyota automobile company trains its engineers in new and better ways of manufacturing products this helps the company oin production of quality automobile and be able to out compete competitors, (handfield et al, 2009).

References

Kristen B. Frasch, David Shadovitz, and Jared Shelly, “There’s No Whining in HR,” Human Resource Executive

PPDA ACT 2003.

Transparancy 2006

Fornell et al (1994) customer satisfaction , market share and profitability .

Forster et al (2004) managing quality, an integrative approach

Parasuraman et al (1998) the behavior consequence of service quality.

Leigh Rivenbark, “The 7 Hidden Reasons Why Employees Leave, HR Magazine, May 2005,

.Aswathappa.K. (2008), Human Resource and Personnel Management (5th edition), Tata McGraw-Hill Publishing Company Ltd., New Delhi.

BiswajeetPattanayak (2001), Human Resource Management, Prentice Hall of India Pvt. Ltd., New Delhi

Peter Cappelli, “HR Implications of Healthcare Reform, Human Resource Executive Online,March 29, 2010,

Lloyed L. Byers and Leslie W. Rue (1997), Human Resource Management (5th edition), The McGraw-Hill Companies, USA.

New vision may 2008.

Michael Armstrong (1999), A Handbook of Human Resource Management Practice (7th edition), Kogan Page Limited, 120 Pentonvelle Road, London.

Prasad L.M., (2005), Human Resource Management.Sultan Chand & Sons, New Delhi.

Dessler Gary (2010), “Human Resource Management”, Prentice Hall International Editions, New Jersey.

CHAPTER THREE

RESEARCH METHODOLOGY

3.1 INTRODUCTION

This chapter covers research design, study population, sampling design, sources of data collection, methods of data collection, procedure of data collection, data quality control, data processing, presentation, and analysis and finally limitations anticipated.

3.2 Research design

The study will use descriptive research design. The researcher will employ descriptive research design since it provides the opinion of people about the subject knowledge on the impact of human resource practices on quality service levels. The designs will avail the researcher with comprehensive information about the research study as a way to get solutions. Descriptive approach, in this case will be used because the study seeks descriptive analysis of information.

3.3 Study population

The population of the study will be 25 people which willinclude; the staffs of Mbarara district local government from different departments. The researcher will choose to take the above study population due to insufficient resources to manage a large number of respondents.

3.4 Sampling design.

Sampling design will consist of the sampling size and sampling techniques.

3.4.1 Sampling size

The population under consideration will be 25 staffs from different department of Mbarara district local government, like Procurement department, stores department, finance department, health and other department. The researcher will consider members of staff who have worked for at least six months and above in the organization.

3.4.2 Sampling technique.

The sampling technique will be purposive sampling and this will be used to select workers form Procurement department, stores department, finance department, health. Simple random sampling will be used to select respondents from other department.

Random sampling will be used in order to give equal chance to population of the study. The method will be chosen to save cash and time.

3.5 Sources of data collection

This will include both primary and secondary sources

3.5.1 Primary sources

The primary data will be obtained through questionnaires. This will involve distributing questionnaires to chosen respondents. Primary data will be used to compare whether what is in the literature matches with respondent’s views.

3.4.2 Secondary data

The researcher will obtain data from written documents like reports which have already been compiled by other persons; this will be obtained from journals, text books, magazines, and various documents through review of related literature from 1990 up to date. This will be to supplement on primary data and also to compare primary data with literature review.

3.6 Methods of data collection

This will include questionnaires and interviews that will be used to gather data on the impact of human resource practices on quality service levels.

3.6.1 Questionnaires

The researcher will form close ended and open ended questionnaires designed to collect data on the impact of human resource practices on quality service levels at Mbarara district local government, this will be sent to respondents for them to answer. The researcher will collect questionnaires back for analysis; data will be coded into understandable and meaningful information. This method will be chosen because it is easier to gather information; it will give the respondents enough time to answer the questions since questionnaires will be dropped to the respondents and then collected after 10 days.

3.6.2 Observation

This will involve a researcher going to the field, and observe critically what is in the field;record the finding and then conclusion will be drawn.The method will give more reliable and accurate information. It will give first-hand impression that removes doubt; it will enable researcher to clarify some questions on the spot.

3.7 Research variables

The variables of the study are independent and dependent variables. Impact of human resource practices is independent while quality service levels are dependent.

3.8 Procedure for data collection.

The researcher will acquire an introductory letter from the University and will be presented to the organization where the research will be conducted from.

3.9 Data quality control

The detailed information concerning the study will be analyzed in a way that reflects what will be answered by the respondents. These willhelp the researcher to come up with accurate and correct results about the study variables.

3.10 Data analysis and presentation

The findings of the data will be presented by use of tables, by arranging describing data in relation to the objectives of the study. Editing will be done to ensure completeness of questionnaire and to eliminate misrepresentation of questionnaires.

3.11 Ethical consideration

The information got will be kept confidential and strictly used for academic purpose in writing the report.

3.12. Anticipated limitations.

The researcher may face the following limitations in the process of conducting the study;

Limited time to conduct the study because of other activities however this will be solved through proper planning and time budgeting.
Language barrier between the researcher and the respondents and this problem will be solved through encouraging respondents to guide them in terms of narrating.
Limited financial support to the study this will be solved through borrowing from fellow students.