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Fall 2016 Instructions: APA referencing must be used throughout midterm or it will not be graded. If a bibliography is not included your midterm will...
Microsoft Word - Fall 2016 718 666 Midterm Beer Chapters 1 2 8 Denison Chapters 1 2 3 U of W.docx
Case Incident #1: Developing a High Performance Service Culture
You are the newly hired human resource manager reporting to the owner of a new five-star resort hotel opening up on the white sand beaches of the western coast of Florida. For this new venture to succeed, you need to make sure that hotel employees focus on providing customers with the highest quality customer service possible. You are meeting to discuss how to create a high performance, high commitment culture that will promote such high-quality service, encourage employees to be committed to the hotel, and reduce the level of employee turnover and absenteeism, which are typically high in the hotel business.
Questions: (Each question is worth 10 marks each)
What kinds of organizational values and norms encourage employees to behave in ways that lead to high-quality customer service expected with a HCHP establishment? Using the concepts learned in the course thus far, discuss how you will create a HCHP culture that promotes the learning of these customer service values and norms?
Which factor is the most important determinant of the kind of culture you expect to find in a five-star hotel?
Case Incident #2: In the Boardroom Exercise
As manager of human resources for a large software development company, you deliver an annual report to the board of directors on human resource achievements, progress on current initiatives, and strategic goals for the next year. This year, you announce that you are enrolled part-time to take courses toward the CHRP designation. The board is flabbergasted and not sure why you are doing this. They argue that it is a waste of time since you have been practicing in the human resources field for the past nine-year and could probably teach the courses. The board does not see the value of the designation and refuses to provide financial support or release time for you to pursue your designation.
Questions: (Each question is worth 10 marks each)
1. Discuss what the CHRP designation is? 2. Using the information you learned from the recent on campus HRPA visit last week
discussing the CHRP designation and from your web research on the credential, how will you respond to this situation?
