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NHR3613- Principles of HRM CONFIDENTIAL

September 2020 Semester Final Examination

SCHOOL OF BUSINESS AND MANAGEMENT

SEPTEMBER 2020 SEMESTER

FINAL EXAMINATION

PROGRAMME:

DIPLOMA IN BUSINESS STUDIES (DBS)

DIPLOMA IN TOURISM MANAGEMENT (DTM)

COURSE CODE / TITLE : NHR3613- PRINCIPLES OF HRM

DATE / DAY : 5 JANUARY 2021 / TUESDAY

TIME / HOUR : 9.00AM – 12.00PM

Instructions to candidate:

1. This examination paper consists of TWO (2) parts and answer the questions in the

Answer Booklet provided.

PART A : Case 1. Answer ALL.

PART B : Case 2. Answer ALL.

2. SENTRAL’s Academic Regulation shall apply on cases of academic dishonesty.

3. Do not bring any material into the examination hall unless permission is given by the invigilator.

4. This Exam paper consists of FIVE (5) printed pages including the cover page.

DO NOT TURN THIS PAGE UNTIL INSTRUCTED TO DO SO.

THIS QUESTION PAPER MUST NOT BE REMOVED FROM EXAM HALL/ROOM.

Additional instructions:

1. This paper consists of TWO (2) Case Studies and students are required to answer ALL questions. Word limits for both case studies: 2000 words. There will be no penalty for students who exceed the stipulated word limit by ten percent (200 words) or less. DO NOT COPY or ATTACH THE QUESTIONS TOGETHER WITH YOUR ANSWER. NO QUESTION & ANSWER FORMAT.

2. All students are to take note:-

1. Students should ensure that all submitted work is their own.

2. All submitted assignments will be uploaded into TURNITIN to ensure the work is the student’s own work or has been appropriately referenced.

1. All assignments must be submitted online via SCOL.

2. All assignments must be submitted in MS Word format only. Your assignment must include table of contents, introduction, content, conclusion and the word count clearly displayed.

3. Students are required to use the APA referencing technique for referencing of resources used in assignments.

PART A (Total Marks: 50)

Case 1

Aaron likes supervising the Frontline Service Unit. This unit is responsible for updating customer accounts and files as well as for providing information to customers and other employees. Typically, the customer representatives in the unit he supervises answer questions about the services offered, provide information about the customer’s account, and modify the files so that they are up-to-date and correct. This unit was formed only recently, to handle the increasing volume of direct customer calls more efficiently by using the newly installed on-line customer information system.

Unfortunately, the planning for the new unit was not done well. The on-line computer system was purchased and installed before the actual operations people were brought in. As a result, Aaron was given the responsibility for getting the unit up and running within one week. He had to make some quick personnel selections and take care of a lot of administrative details within a short period of time.

Now, three weeks after receiving the assignment, Aaron feels quite a sense of accomplishment. He has been lucky that things have worked as well as they have. In fact, the only thing Aaron is concerned with now is the way in which his reps handle customers over the phone.

Aaron knows that good telephone etiquette is essential to the successful accomplishment of his unit’s mission, yet his reps use many different styles in answering the phone and do not follow basic rules set by the unit. For example, the reps commonly neglect to put customer on hold while they search for information. When asking questions, they do not explain the reason for inquiry; they do not verify information; and, at times, they may react defensively when they don’t know the answers. These are the major – but not the only-things they do wrong.

Aaron knows that he must train them in the techniques of proper phone etiquette. There is no available training program to which he can send his personnel. Therefore, he must provide the training and coaching to the reps while they are on the job.

As part of his responsibility, Aaron needs to think of a training program to train his reps in his unit.

亚伦喜欢指挥前线部队。本单位负责更新客户帐户和档案，并向客户和其他员工提供信息。通常，他所监督的单位中的客户代表回答有关所提供服务的问题，提供有关客户帐户的信息，并修改文件，使其是最新的和正确的。这个小组是最近才成立的，利用新安装的网上客户资料系统，更有效率地处理不断增加的直接客户电话。

不幸的是，新单元的计划没有做得很好。联机计算机系统是在实际操作人员进入之前购买和安装的。结果，Aaron被委以重任，要在一周内将设备启动并运行起来。他必须在很短的时间内迅速挑选人员并处理好许多行政细节。

现在，在接受任务三周后，亚伦感到很有成就感。他很幸运，事情进展得这么顺利。事实上，亚伦现在唯一关心的是他的代表在电话里处理客户的方式。

亚伦知道良好的电话礼仪是成功完成单位任务的关键，但他的代表在接电话时使用许多不同的风格，并没有遵守单位规定的基本规则。例如，销售代表在搜索信息时通常会忽略让客户等待。当他们提出问题时，他们没有解释询问的原因;他们不核实信息;而且，有时，当他们不知道答案时，他们可能会做出防御反应。这些是他们主要的——但不是唯一的——错误之处。

亚伦知道他必须训练他们正确的电话礼仪技巧。没有可用的培训计划，他可以派他的人员去。因此，他必须在销售代表工作期间为他们提供培训和指导。

作为责任的一部分，亚伦需要考虑一个训练计划来训练他所在单位的代表。

要求:

Required:

Based on the understanding of the case, write a report in which you need to include the followings:

1. Explain the problem faced by Aaron’s unit (Introduction part).

1. Prepare a training plan for Aaron. The training plan should be using an appropriate training model that learnt in the module and also each step/phase/stage should be clearly explained and recommendations should base on the problems identified in the case.

PART B (Total Marks: 50)

Case 2

The corona virus pandemic and the havoc it has wreaked in terms of the huge loss of human lives and human suffering have become a major public crisis in almost every nation on earth, testing every nation's capacity to respond.

One key area in the fight against Covid-19 is the workplace where it is essential to protect the workers' physical and mental health and to prevent their exposure to the virus.

It is in this context that occupational safety and health (OSH) professionals can play important roles to help the government, companies and organisations to protect lives and to manage OSH issues to ensure business continuity and sustainability.

This is the time for the OSH profession to advise governments and employers to take measures to protect their workers, clients, consumers and communities from the virus, using the workplace to promote awareness about the spread of Covid-19, safe practices, use of PPEs and prevention of Covid-19.

Based on the above, discuss the basic facts about Occupation Safety and Health Administration (OSHA). In your discussion, should include the following elements:-

冠状病毒大流行及其造成的巨大生命损失和人类痛苦已成为地球上几乎每个国家的重大公共危机，考验着每个国家的应对能力。

抗击Covid-19的一个关键领域是工作场所，必须保护工人的身心健康，防止他们接触病毒。

正是在这种背景下，职业安全与健康(职安健)专业人士可以发挥重要作用，协助政府、公司和机构保护生命和管理职安健问题，以确保业务的持续和可持续发展。

现在是职业安全和卫生专业建议政府和雇主采取措施保护其工人、客户、消费者和社区免受病毒感染的时候了，利用工作场所提高对Covid-19传播、安全做法、使用ppe和预防Covid-19的认识。

基于以上，讨论职业安全与健康管理(OSHA)的基本事实。在你们的讨论中，应包括以下内容

1. Purpose and Objectives of OSHA

2. Inspection and penalties (OSHA and employer)

3. Rights and responsibilities of employers, employees and government

4. Recommendations / Suggestions on how Malaysia employers should do to protect and ensure the safety of their employees (present and future).

(Hint: Answer should link to the case/scenario)

**END OF QUESTION PAPER***