人力资源管理案例 卡特洗衣中心的人员招募
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实践练习3: 建立胜任特征模型
很好的发展空间。 实践练习4：绩效目标设定
（C〕北京邮电大学经济管理学院 赵欣艳 实践练习1:制定人力资源规划
（随C着〕美北国京经邮济电的大复学苏经，詹济洗管衣妮理店学有弗院很好经的赵发欣过展艳空对间。市场的调查分析，和父亲讨论后， 请实大践家 练帮习助4：詹绩决妮效弗目定制标定设未一定份来未来三三年年卡特要洗衣再公司开的人力5资家源规分划吧店。 ，并预测每分店收入以 15%的年增长速度增长。 随着美国经济的复苏，洗衣店有很好的发展空间。
根据第三讲为卡特洗衣公司分店经 实践练习3: 建立胜任特征模型
请根据前几讲练习为卡特洗衣公司分店经理制定的工作说明书、胜任特征模型，并考虑卡特公司2019年的战略目标〔小组讨论确定）
理编写的工作说明书〔见公共邮箱和老 ，小组讨论帮助詹妮弗制定一份分店经理的绩效考评表。
做天宏公司绩效管理案例 接下来詹妮弗要做人员规划了，詹妮弗上学时学过相关课程，现在她要做的就是把这些知识应用到实践。
请根据前几讲练习为卡特洗衣公司分店经理制定的工作说明书、胜任特征模型，并考虑卡特公司2019年的战略目标〔小组讨论确定） ，小组讨论帮助詹妮弗制定一份分店经理的绩效考评表。
结果。 实践练习
——为卡特洗衣公司做顾问 请大家帮助詹妮弗制定一份未来三年卡特洗衣公司的人力资源规划吧。
（C〕北京邮电大学经济管理学院 赵欣艳
6
实践练习4：绩效目标设定 本周做
请根据前几讲练习为卡特洗衣公司分店经理制 定的工作说明书、胜任特征模型，并考虑卡特 公司2019年的战略目标〔小组讨论确定）， 小组讨论帮助詹妮弗制定一份分店经理的绩效 考评表。
作为分店经理, 如何为自己的分店营业人员设 置绩效目标,以确保分店营业额和利润目标的 实现?请列出这一过程。
卡特洗衣公司案例
卡特洗衣公司案例加里?德斯勒《人力资源管理》,第六版～系列案例卡特洗衣公司本书的主要论题是人事管理，像雇员的招募、甄选、培训、报酬等一类的活动。
人事管理不仅是某些人事管理专业人员的特定工作，而且是每一位管理者都必须从事的工作。
这一点大概在典型的小型服务型企业中表现得最为充分。
因为在这一类企业中，业主或管理者往往没有专门的人事职员可以依赖。
不过，他或她的企业却能够取得成功(他或她及其一家人能否为衣食而保持脑子清静)，在相当大的程度上有赖于他们在雇员的招募、雇用、培训、评价以及招聘方面的效率如何。
因此，为了有助予描述和强调一线管理者的人事管理角色，我们在全书中将运用一个以位于美国东南部的小型服务企业为实际依据而编写的连续案例。
这个案例分布于各章，它将运用各章所讲述的人力资源管理概念和技术来描述此案例的主角——业主,管理者詹妮弗?卡特(Jennifer Carter)——在日常工作小所面临的各种人事管理问题以及她是如何解决的。
第1章人事,人力资源管理导论案例背景詹妮弗?卡特于1984年6月毕业于州立大学，在对几种可能的工作机会进行考虑之后，她决定从事自己一直计划去做的事情——进入她的父亲杰克?卡特(Jack Carter)的企业。
杰克?卡特分别于1970年和1972年开了自己的第一和第二家洗衣店。
对他来说，这些自动洗衣店的主要吸引力在于它们是资本密集型的而不是劳动密集型的，这样，一旦对机器的投资已经做出，洗衣店靠一个没有什么技术的看管员就足可以维持了，而平常在零售服务业中所常见的那些人事问题就不会出现了。
尽管靠一名无技术的劳动力就能维持运转是卡特开洗衣店的主要原因，但是到1974年，他还是决定扩大服务内容，在各洗衣店中增加干洗和衣物熨烫服务。
换句话说，他增加此项服务所依据的战略是相关多角化经营战略，即增加与现有的自动洗衣业务有关联的那些服务项目。
他增加这些新服务项目的一部分原因是:他所租用的场地当时尚未得到充分的利用，因此，他希望能够更为充分地把场地利用起来;另一方面，正如他所说的:“我已经厌烦了把我们自动洗衣店顾客的衣物送到五英里以外的干洗店去干洗和熨烫，而且还让它们拿走了本属于我们的大多数利润。
人力资源管理案例-卡特洗衣中心的人员招募
2、上岗前对员工进行相应的培训，确保员工的专业性
• 工作概述/主要职责：
•
1、工作时间7：30-8：30，月休3天
•
2、遵守公司规章制度，执行上级工作安排
•
3、熟悉干洗剂和各种去污剂的性能，各类衣物的性质。能准确识
别各种污渍，独立完成各种衣物的干洗工作。
•
4、安全操作，人员离开时须关闭相关电源，防止以外事故的发生
• 学历：大专 以上 • 年龄要求：不限 • 性别要求：不限 • 其他要求：
1、五官端正，面貌清秀，身体健康； 2、爱岗敬业，普通话标准流利，思路敏捷，善表达，沟通能力强； 3、为人诚实、耐心，沉稳，有责任感；能独立开展业务、有较强的团队协作 精神； 4、有相关工作经验者优先； • 薪资待遇： • 1500元+ 高提成。 • 概述/主要职责： 1.、工作时间7：30-8：30，月休3天。 2、遵守公司规章制度，执行上级工作安排 3、掌握专业去污技术，负责特殊客衣的污渍去除。 4、保证去污渍后的衣服达到崭新、洁净、平整、美观。 5、安全操作，人员离开时须将化生用剂合理收纳置存，防止以外事故的发生。 6、做好设备、区域卫生工作。
团队文化
•团队文化的塑造和调理，使员工能够融和相处， 蕴积能量，不致相互排斥，甚至劣弊驱逐良习。
•所以詹妮弗·卡特应为洗衣公司塑造良好的团队文 化，使洗衣中心在良性中发展。
5. 加大员工流动成本
A
增加离职 成本
公司可以通过签订 有高额赔偿金的合 同、让雇员持股、 建立年功序列工资 制、增加项目完成 的奖金比例、提高 年终奖的比例等方 法来增加员工离职 的成本。
• 2、上岗前对员工进行相应的培训，确保员工的专业性
• 概述/主要职责：
某某洗衣公司人力资源管理系列案例.doc
加里·德斯勒《人力资源管理》（第六版）系列案例卡特洗衣公司本书的主要论题是人事管理，像雇员的招募、甄选、培训、报酬等一类的活动。
人事管理不仅是某些人事管理专业人员的特定工作，而且是每一位管理者都必须从事的工作。
这一点大概在典型的小型服务型企业中表现得最为充分。
因为在这一类企业中，业主或管理者往往没有专门的人事职员可以依赖。
不过，他或她的企业却能够取得成功（他或她及其一家人能否为衣食而保持脑子清静），在相当大的程度上有赖于他们在雇员的招募、雇用、培训、评价以及招聘方面的效率如何。
因此，为了有助予描述和强调一线管理者的人事管理角色，我们在全书中将运用一个以位于美国东南部的小型服务企业为实际依据而编写的连续案例。
这个案例分布于各章，它将运用各章所讲述的人力资源管理概念和技术来描述此案例的主角——业主／管理者詹妮弗·卡特（Jennifer Carter）——在日常工作小所面临的各种人事管理问题以及她是如何解决的。
第1章人事／人力资源管理导论案例背景詹妮弗·卡特于1984年6月毕业于州立大学，在对几种可能的工作机会进行考虑之后，她决定从事自己一直计划去做的事情——进入她的父亲杰克·卡特（Jack Carter）的企业。
杰克·卡特分别于1970年和1972年开了自己的第一和第二家洗衣店。
对他来说，这些自动洗衣店的主要吸引力在于它们是资本密集型的而不是劳动密集型的，这样，一旦对机器的投资已经做出，洗衣店靠一个没有什么技术的看管员就足可以维持了，而平常在零售服务业中所常见的那些人事问题就不会出现了。
尽管靠一名无技术的劳动力就能维持运转是卡特开洗衣店的主要原因，但是到1974年，他还是决定扩大服务内容，在各洗衣店中增加干洗和衣物熨烫服务。
换句话说，他增加此项服务所依据的战略是相关多角化经营战略，即增加与现有的自动洗衣业务有关联的那些服务项目。
他增加这些新服务项目的一部分原因是：他所租用的场地当时尚未得到充分的利用，因此，他希望能够更为充分地把场地利用起来；另一方面，正如他所说的：“我已经厌烦了把我们自动洗衣店顾客的衣物送到五英里以外的干洗店去干洗和熨烫，而且还让它们拿走了本属于我们的大多数利润。
卡特洗衣公司案例分析答案超全
Continuing report of HRM 〔The Hotel Paris International〕院系：班级：人力学号：姓名：课程名称：人力资源管理完成时间：年月至年月ContentCHAPTER 1 INTRODUCTION TO HUMAN RESOURCE MANAGEMENT (3)CHAPTER 3 HUMAN RESOURCE MANAGEMENT STRATEGY AND ANAL YSIS (5)CHAPTER 4 JOB ANAL YSIS AND THE TALENT MANAGEMENT PROCESS (8)CHAPTER 5 PERSONNEL PLANNING AND RECRUTING (12)CHAPTER 6 EMPLOYEE TESTING AND SELECTION (15)CHAPTER 7 INTERVIEWING CANDIDA TES (17)CHAPTER 8 TRAINING AND DEVELOPING EMPLOYEES (21)CHCAPTER 9 PERFORMANCE MANAGEMENT AND APPRAISAL (25)CHAPTER 10 MANAGING EMPLOYEE RETENTION, ENGAGEMENT, AND CAREERS .. 28 CHAPTER 11 ESTABLISHING STRATEGY PAY PLANS (32)CHAPTER 12 PAY FOR PERFORANCE AND FINANCIAL INCENTIVES (33)CHAPTER 13 BENEFITS AND SERVICES (35)CHAPTER 1 INTRODUCTION TO HUMAN RESOURCE MANAGEMENTI sum up five main points specific HR problems I think Cater Cleaning will have to grapple with.First of all, they were lake for personnel management regulations and procedures both every manager and each employee. As there were many of problems which were harmful to their management because workers’lake a series of clear knowledge, abilities and skills. For example, fair employment problems would serious damage employees’rights but they didn’t know up to now. Human resource managements always asked people of applicants about their national topic and some other sensitive topics but they didn’t refer to professional, abilities and, many other useful topics. Luckily, they haven’t been reported their discrimination because the employees were almost women and ethnic minority which were short of laws concept. This phenomenon told us they couldn’t clarify fair employment rules and professional knowledge and laws knowledge.In addition, human resource managements couldn’t make employees clear their own duties and responsibilities. They employee s didn’t know their clear division of responsibilities; as a result, Cater Center would beinefficiency after confusion day by day. Numan resource of Cater Center couldn’t keep employee loyalty and employee stability. It is terrible for a company to face employee thefts there. It would not only cause benefits of company, but also cause legitimate equities of the firm. What’s worse, as a result, corporate cultural development and employees’ activities will be destroyed. Not only the issue of fair employment lacks attention, but also the manager himself has not received any basic training.If I were Jennifer, I will persuade every management to pay much attentionmake a Post Office Book at first for all of my employees in order that they can identify their responsibilities and obligation.In addition, we must identify the management process is based on the functions of planning, organization, staffing, leading, and controlling. In total, we start with these five functions and we will avoid mistakes like I summed up in my first paragraph.We must consummate the rules and processes of HRM. We can achieve it by solving the fair employment problem, improving their knowledge, abilities and skills of cleaning and service, enhancing legal knowledge and experience. By doing these, we can improve Cater Center’s personnel management regulations and procedures both every manager and each employee.CHAPTER 3 HUMAN RESOURCE MANAGEMENT STRATEGY AND ANALYSISI would recommend that the Caters expand their quality program. My reasons are as shown below.First, the company faced to a larger scale and only holding employee meetings can't solve all the problems they facing. So we must expend ways and measures for every employee in order to widening the feedback channel for the problem of company.Second, as a manager, we can’t be everywhere watching everything all the time. And expending the quality program is a real way for innovation and sustainable development to the company. We need to discover a series of finding for making progress at any time.Specifically, Cater should expand their quality program by taking forms as shown below.We need make a scientific strategic human resource management in the whole company in order to guarantee the running of it.Training and development is the first step for strategy. It will be explicit if Caters make employees know that where are they now and who they are, and writing a job description, significantly. They will learn tosize up the situation including perform external and internal audits., Afterwards, Caters’ strategic options will be known and be created by managers and even employees easily. At the same time, they will be supportive and having a high performance. It can minimize the plane turnaround on ground and the meals and frills and so on. All of these benefits are to decrease costs and increase revenues for the organization.A question we must face to and need to be solved urgently is whether the employees want to act and accept like mini-manager only with earning about ＄8 to ＄15 per hour. It refers to the question of salary administration. So if we make a fair salary system that employees approval, we will gain a different group which is much better and competent than ever before.In addition, I think Caters should focus on the outline summarizing important HR practice as I designed below.First of all I think it is important to collect the opinions of customers and employees before we make a systematic of HR practice. We will identify clear condition of working and program by doing this.Then we must make Job Description to each position of Cater Center. We can decide how to measure the performance of an old or new hires. For example, with Cater system, hiring managers input their evaluations of each new hire at the end of the employees’ first several days.Refer to their important designed, we can make a HR practicecategory and analysis for Caters as I refer below.CHAPTER 4 JOB ANALYSIS AND THE TALENT MANAGEMENT PROCESSThe format to be used to write the job description of the laundry managerFirst of all, we need to analyze the structure of Cater Cleaning Company so that identify the description of job. We can get the table of structure by analyzing as shown above.From the drawing above, we can see that laundry organization is the simplest vertical management mode, laundry managers are their basic jobs, but there are multiple posts under them. This simple organizational structure is suitable for this kind of company.From the drawing above, we can see that laundry organization is the simplest vertical management mode, laundry managers are their basic jobs, but there are multiple posts under them. This simple organizationalstructure is suitable for this kind of company. First of all, the size of a laundry as an enterprise will not be large. Secondly, the general objectives and tasks and responsibilities of the Laundromat managers mentioned in the case are relatively specific and relatively small. In the end, the staff of the laundry will not have a high level of knowledge, which is related to the content of their work. To sum up, we should pay attention to the following points in writing the job instructions of the laundry manager.1. The job description should be simple and easy to write in the format, not too complicated2. The job description should be easy to understand in the description of the contentAccording to this, the job description of the form is best suited to the manager of the laundry.Wha t’s more, work standards and procedures should be written into the job description.The job description is a detailed description of the information related to the job, which includes the person concerned, and the description also contains a description of the related matter. The working standard and procedure is a description of the job related matters. It further explains what extent the duty personnel should do and how to do it. As a result, I think that work standards and procedures should be written into the job description.How can Jennifer collect the information needed to write work standards, work procedures, and job descriptions?I think there are many ways of collecting information, such as the following:1. Summary of the work standards, procedures and job descriptions of similar enterprises.2. Collect opinions on customers and employees.3. Consult a number of experts and intermediaries.4. Get the main information from the activities of employees, actions of people, the working performance, working background and the requirement of employees and so on.The store managers’ job description should look like and contain as the table below.CHAPTER 5 PERSONNEL PLANNING AND RECRUTINGHow would I recommend we go about reducing the turnover in our stores? I prepare some solutions below.Making a reasonable recruitment plan is the most important step to keep employees staying in the company. We need to research carefully when we interview them and we must exclude someone shaky. To a certain extent, the rate of turnover will be decreased by doing this.Shaping an attractive corporate culture is an important measure to retain employees and executive. As we all know, a nice kind of culture can shape personality and also form a sense of belonging and dependence.Making positive compensation and welfare is also important for retaining employees. We not only need to give justice salary to employees, but also need to make active welfare system for stimulating. Also, we can offer the company's stock options or equity plans is a relatively low cost way to increase the long-term potential income of employees.Last but not least, we must take care of emotions of employees at any time. Such as their relations with families, with supervisor-subordinate, with colleagues, and even with their own spiritsincluding their career happiness and so on. I believe we can retain our employees much better by doing these I demonstrated above.I think we need these causes to resolve the question how to improve the quality of applicant and the rate of passing.Make a feasible recruitment strategy. HR's own quality and knowledge are also important to choose the appropriate location and location, and to improve the recruitment efficiency.The recruitment information will help us to select talents scientifically, make clear qualifications, and identify highly qualified applicants with competence. In addition, structured interviews can be carried out.Promote the employing department to participate in the whole process of recruitment. Because the work environment, leadership style and management concept are used because of the unit for what kind of It differs from man to man., job seekers, only use department most clearly, therefore, recruitment departments to continue to instill in Department Recruitment concept, promote their active participation in the whole process of recruitment, human resource planning, recruitment, interview needs to develop recruitment, etc.. Last but not least, it is also important to create a harmonious enterprise environment.Considered carefully for all of information the job seekers need when we publishing a job advertisement. We can make jobadvertisement as is shown below.The job advertisement for Cater Cleaning CompanyAddressPublishing timeDeadlineMore than one year's work experience| Age is not limitedMore than＄6 per hour Feedback in 5 daysJob descriptionPost dutiesTenure requirements➢Working experience preferred➢Have basic management ability➢Have strong business understanding, plan execution, writing ability and learning ability.➢Be familiar with... Laws and regulations to avoid labor disputes;➢Higher professionalismEnterprise introductionOther information：➢Department: Human Resources Department➢Professional requirements➢Contact➢E-mailCHAPTER 6 EMPLOYEE TESTING AND SELECTIONSome advantages to Jennifer’s company of routinely administrating honesty tests to all its employees.Testing honesty of employees can not only strengthen the company's discipline, but also keep the company open and fair and the organization structure is complete and transparent.In addition, it can promote the orderly conduct of production and avoid unnecessary financial losses.It can strengthen the cohesiveness of enterprises and setting up a good social image, so as to ensure the credibility of the staff and enhance corporate reputation and customer satisfaction.Some disadvantages to Jennifer’s company of routinely administrating honesty tests to all its employees.Employees maybe lack a sense of security and belonging, and they feel that they are doubted by their superiors. Also, it may increase the cost of work and time and reduce the effective rate of return of enterprises What other screening techniques could the company use to screen out theft-prone and turnover-prone employees? And how exactly could these be used?We can import the introduction of special personnel, who is integrity testing literacy, including leakage theory, information manipulation theory, real monitoring theory, and interpersonal deception theory and so on.Also, we can design integrity test scale to identify the faith of employees. The types of tests are tests of cognitive abilities, tests of motor and physical abilities and measuring personality and interests and achievement tests and improving performance through hires. We can make the background check more valuable information of employees by doing these tests.How to fire a stolen employee and how to deal with the reference calls about these employees when they go to other companies looking for jobs?I think we should fire stolen employees in front of the staffs of our company. Not to let him be disgraced deliberately, but to let employees know how important the sincerity is and how precious the trusts are.As for the reference calls about these employees when they go to other companies looking for jobs, I think I will be mercy to him and tell another company that this employee can be inspected and retained if he didn’t mak e too much of mistake, even though I fired him abide by the rules. We see, forgiveness and kindness are the greatest virtues, they can save a person who still has a warm heart.CHAPTER 7 INTERVIEWING CANDIDATES The way to improve the practice of interviewing:The main body of the interview is the interviewer and the interviewee, so in order to improve the company's interview practice. We must first have a group of professional interviewers. They should have the following qualities: good insight with some psychology and organizational behavior knowledge of good psychological ability expressed excellent judgment and spoken interview experience preferred logical thinking ability, can according to the resume and job requirements and the basic quality of setting questions to understand the basic knowledge of job industry and knowledge industry the salary level have a good analysis ability.In addition, there are something errors that can undermine an interview’s usefulness and we had better avoid them: first impression, not clarifying what the job requires, candidate-order error and pressure to hire, nonverbal behavior and impression management, effect of personal characteristics including attractiveness, gender and race, etc., diversity counts.She should make an interview form for management and non-management interview questions by doing I illustrate below.Key points and test questions management personnel recruitment exam questions:1. Do you think what is "management"?Test whether the applicant can combine theoretical management knowledge with work practice.2. A good enterprise to make progress, what is decisive? In the complex market environment, success factors of different enterprise big difference. The answer is to test the extent to which the applicant understands the management of the original unit.What are the 3 you've read about management books? Good management is very pay attention to the collection of information and knowledge updating.3. What do you think is the most difficult as a manager?"Bad news report" is a concise and comprehensive answer. It simply because it can make deep and serious recruiters ask further questions and superficial recruiters will not consider the use of additional questions to ask, do not let the candidates have the opportunity to further elaborate its set people thinking idea, but do not want to understand whether the answer behind what is hidden deep life experience. This answer tells us how a manager in trouble should react."Let those of me be able to act in accordance with my instructions, so that they are ready to do so." It is the second possible answer. Thisshows that the manager is ready to control the situation and carry out the leadership."To mobilize the enthusiasm of the personnel, to form a competent team." It may be the third way to answer this question, which indicates that the applicant has a deeper experience and has the ability to manage others.There are also specific questions to be faced with as answers. Recruiters need to pay attention to whether a manager has a more open eye as a manager, rather than trying to deal with a specific business.4. You how to control and reduce the risk?We should pay attention to the risk degree candidates aware, then answer the investigation method, and the risk involved, whether there is always such effects on the other.5. What do you think is the relationship with the position you apply for your department or the company's strategy? It is the ability of on the candidates to grasp the overall situation.6. How would you plan and organize an important (or long) of the project?The recruiter should pay attention to the various links of the candidate planning and running the project, not whether the project itself is the closest to the work of the unit.7.How do you deal with the contradiction between the 9 with otherdepartments?No contradiction is unrealistic, and applicants often answer through communication. The question is to see whether the applicant can pay attention to the root of the contradiction and not only solve or deal with the problem means.8. Please briefly talk about you around the typical case management. Inspect whether or not the candidate enterprises success / failure reasons, and sharply pointed out the problem, concise and comprehensive.Jennifer should carry out a training program for the manager. The manager who is for interviewing the stuffs should have this characteristic.We must first have a group of professional interviewers. They should have and prepare me the following qualities: good insight with some psychology and organizational behavior knowledge of good psychological ability expressed excellent judgment and spoken interview experience preferred logical thinking ability, can according to the resume and job requirements and the basic quality of setting questions to understand the basic knowledge of job industry and knowledge industry the salary level have a good analysis ability.CHAPTER 8 TRAINING AND DEVELOPING EMPLOYEESThe Caters should cover in their new employee orientation program and they should convey this information by the table below.Guidance of working ContentsCompany overview, rules and regulations,organizational structure, corporate culture,product knowledge, working hours, payroll,benefits, communication skills, team buildingskills, etc.PlanningFrom a brief introduction to a longer formal plan,including employee employment guidancemanuals, human resources department work,department heads' guidance, special seminars,etc.Overview of trainingTrainingProvide employees with the skills required tocomplete their present work DevelopmentDeveloping current or future managers to solvecurrent and future possible jobsAim of training Technical skills required to impart workThe survival and development of the enterprise needs speed and flexibility to meet the requirements of the customer in quality, variety, convenience, time saving and other aspects. Impart other more extensive skills to employees, such as communication, team building, and other skills Strengthening the dedication of employees by trainingThe basic process oftrainingEvaluation: identify training needsSet up training goals which is clear and measurable Training: job training, job trainingEvaluation: Reflect performanceEvaluation of trainingeffectResponse: the trainee's response to the training programKnowledge: test the traineeBehavior: to understand the changes in the behavior of the trainedtraineesWe should use such a form to analyze the work of the counter attendant. Counter attendant task analysis record table is as to below.In the training of ironing workers, decontamination workers, managers, and counter attendants, we should use specific training methods as is mentioned below.CHCAPTER 9 PERFORMANCE MANAGEMENT AND APPRAISALJennifer believes that the proposal to establish a formal work performance evaluation system for workers is correct.The proposal to establish a formal work performance evaluation system for managers is also correct. My reason and design are below.Managers are the backbone of organizing talents, and play a more and more important role in the development of modern organizations. The structure of job performance evaluation of middle managers is to establish a scientific, complete and effective performance evaluation system, so as to achieve effective management for middle managers. The work performance of middle managers is a multi-dimensional construct. This multidimensional structure can effectively explain those behaviors reflected in the job performance questionnaire. Job performance is a construct that can be reflected by behavior. Therefore, we can identify those typical behaviors and form a measurement tool that has certain reliability (internal consistency) for measuring job performance.I’ve researched the five factor structure model of the middle level manager of the organization to make a formal measure to the managers and workers of Cater Cleaning Company.CHAPTER 10 MANAGING EMPLOYEE RETENTION, ENGAGEMENT, AND CAREERSThe benefits of career planning program are below.First of all, career management is the primary problem of the rational allocation of enterprise resources. Human resource is a kind of can continue to develop and continuously increment resource value, because of the development of human resources through continuous updating of people's knowledge and skills, improve people's creativity, so that the life of "material" resources as its use, especially in the era of knowledge economy, knowledge has become the social the main body, and to grasp and create these knowledge is "people", so enterprises should pay more attention to people's wisdom, skill, ability and comprehensive development. Therefore, to strengthen the occupation career management, make the best use, is the primary problem of the rational allocation of enterprise resources. If the rational allocation of people is left, the rational allocation of enterprise resources is an empty word.Secondly, career management can fully mobilize the intrinsic enthusiasm of the people, and better realize the organizational goals of the enterprise. Occupation career management is to help employeesimprove satisfaction levels in various needs, to meet the needs of the degree from Pyramid to the final shape of the trapezoidal transition close to rectangular, even low levels of physical employees need improving gradually, and make them the self-realization of the spirit of the need to gradually increase the degree of satisfaction of senior. Therefore, not only need occupation career management in line with the development of life, but also need advanced people, need that is based on love, respect and self-realization, to truly understand what employees want in personal development, coordinate their planning, to help them achieve the occupation career goal. This will inevitably arouse the strong mental strength of employees' strong service in enterprises, and then form a great driving force for the development of enterprises, so as to better achieve organizational goals of enterprises.Thirdly, career management is the organizational guarantee of an enterprise. The fundamental reason for any successful enterprise is to have high quality entrepreneurs and high quality employees. The talent and potential can be fully realized, human resources will not be wasted, wasted, the survival of the enterprise growth is inexhaustible, inexhaustible source.I support that picking out part of the employees selectively to make career plans in the company is better.And the career planning should include the aspects below.CHAPTER 11 ESTABLISHING STRATEGY PAY PLANSThe company should agree on the use of job evaluation to establish a formal salary structure.The principle of fairness is one of the principles of salary management. It is divided into internal fairness and external fairness. The internal equity emphasizes that the salary structure between the different types of work within the organization should be reasonable. That’s why the company should agree on the use of job evaluation to establish a formal salary structure.It is not reasonable to Carter's policy of paying wages above the average of 10%.For the first, the employee's salary is not only for the employees' work enthusiasm and work income, but also by the laws and regulations of the state. Second, the cost of living and the price level should be a normal proportion. Third, there are certain rules for the salary level between the regions and the industries. So I think the employee's salary should be adjusted properly rather than fluctuating at random It is unwise for Jack, Carter's differential wage system for men and women. Because that will lead people misunderstand that the companyhas sex discrimination, after all, women employees can do well..CHAPTER 12 PAY FOR PERFORANCE AND FINANCIAL INCENTIVESThe incentive plan should not be extended to other ironing workers and other employers should not carry out similar plans, as it will decrease the quality as we see from the case.I suggest that another form of incentive plan is better than Cater’s. That is in accordance with the same quality of work per hour increase, but the premise is that the qualified rate is 99%. And the rate of increase per hour can be increasing gradually.The incentive compensation plan needs to pay according to some predetermined objective performance criteria. All the incentive schemes have a characteristic that is to find a set of performance criteria that can be used to compare with them so as to determine the reward amount.CHAPTER 13 BENEFITS AND SERVICESI drafted a policy statement on vacation, sick leave, and non-working hours below:Remuneration policy of Cater Cleaning CompanyScope of applicationThis system is applicable to all employees of the Cater Cleaning CompanyWage structureThe composition of the salary is mainly designed from the angle of the monthly salary. The monthly salary structure of the company is as follows:Monthly salary = basic salary + performance wage + bonus + bonus + fine + deductions + overtime pay + allowance + special salary The paying in detailBut to a particular post and a person's vacation, our company has made the following provisions1. Fine。
卡特洗衣公司案例分析答案超全
盛年不重来，一日难再晨。
及时宜自勉，岁月不待人。
盛年不重来，一日难再晨。
及时宜自勉，岁月不待人。
盛年不重来，一日难再晨。
及时宜自勉，岁月不待人。
Continuing report of HRM （The Hotel Paris International）院系：班级：人力学号：姓名：课程名称：人力资源管理完成时间：年月至年月ContentCHAPTER 1 INTRODUCTION TO HUMAN RESOURCE MANAGEMENT (3)CHAPTER 3 HUMAN RESOURCE MANAGEMENT STRATEGY AND ANAL YSIS (5)CHAPTER 4 JOB ANAL YSIS AND THE TALENT MANAGEMENT PROCESS (8)CHAPTER 5 PERSONNEL PLANNING AND RECRUTING (12)CHAPTER 6 EMPLOYEE TESTING AND SELECTION (15)CHAPTER 7 INTERVIEWING CANDIDA TES (17)CHAPTER 8 TRAINING AND DEVELOPING EMPLOYEES (21)CHCAPTER 9 PERFORMANCE MANAGEMENT AND APPRAISAL (24)CHAPTER 10 MANAGING EMPLOYEE RETENTION, ENGAGEMENT, AND CAREERS .. 26 CHAPTER 11 ESTABLISHING STRATEGY PAY PLANS (29)CHAPTER 12 PAY FOR PERFORANCE AND FINANCIAL INCENTIVES (30)CHAPTER 13 BENEFITS AND SERVICES (31)CHAPTER 1 INTRODUCTION TO HUMAN RESOURCE MANAGEMENTI sum up five main points specific HR problems I think Cater Cleaning will have to grapple with.First of all, they were lake for personnel management regulations and procedures both every manager and each employee. As there were many of problems which were harmful to their management because workers’lake a series of clear knowledge, abilities and skills. For example, fair employment problems would serious damage employees’rights but they didn’t know up to now. Human resource managements always asked people of applicants about their national topic and some other sensitive topics but they didn’t refer to professional, abilities and, many other useful topics. Luckily, they haven’t been reported their discrimination because the employees were almost women and ethnic minority which were short of laws concept. This phenomenon told us they couldn’t clarify fair employment rules and professional knowledge and laws knowledge.In addition, human resource managements couldn’t make employees clear their ownduties and responsibilities. They employee s didn’t know their clear division of responsibilities; as a result, Cater Center would be inefficiency after confusion day by day.Numan resource of Cater Centercouldn’t keep employee loyalty and employee stability. It is terrible for a company to face employee thefts there. It would not only cause benefits of company, but also cause legitimate equities of the firm. What’s worse, as a result, corporate cultural development and employees’ activities will be destroyed.Not only the issue of fair employment lacks attention, but also the manager himself has not received any basic training.If I were Jennifer, I will persuade every management to pay much attentionmake a Post Office Book at first for all of my employees in order that they can identify their responsibilities and obligation.In addition, we must identify the management process is based on the functions of planning, organization, staffing, leading, and controlling. In total, we start with these five functions and we will avoid mistakes like Isummed up in my first paragraph.We must consummate the rules and processes of HRM. We can achieve it by solving the fair employment problem, improving their knowledge, abilities and skills of cleaning and service, enhancing legal knowledge and experience. By doing these, we can improve Cater Center’s personnel management regulations and procedures both every manager and each employee.CHAPTER 3 HUMAN RESOURCE MANAGEMENT STRATEGY AND ANALYSISI would recommend that the Caters expand their quality program. My reasons are as shown below.First, the company faced to a larger scale and only holdingemployee meetings can't solve all the problems they facing. So we must expend ways and measures for every employee in order to widening the feedback channel for the problem of company.Second, as a manager, we can’t be everywhere watching everything all the time. And expending the quality program is a real way for innovation and sustainable development to the company. We need to discover a series of finding for making progress at any time.Specifically, Cater should expand their quality program by taking forms as shown below.We need make a scientific strategic human resource management in the whole company in order to guaranteethe running of it.Training and development is the first step for strategy. It will be explicit if Caters make employees know that where are they now and who they are, and writing a job description, significantly. They will learn to size up the situation including perform external and internal audits.,Afterwards, Caters’ strategic options will be known and be created by managers and even employees easily. At the same time, they will be supportive and having a high performance. It can minimize the plane turnaround on ground and the meals and frills and so on. All of these benefits are to decrease costs and increase revenues for the organization.A question we must face to and need to be solved urgently is whether the employees want to act and accept like mini-manager only with earning about ＄8 to ＄15 per hour. It refers to the question of salary administration. So if we make a fair salary system that employeesapproval, we will gain a different group which is much better and competent than ever before.In addition, Ithink Caters should focus on the outline summarizing important HR practice as I designed below.First of all I think it is important to collect the opinions of customers and employees before we make a systematic of HR practice. We will identify clear condition of working and program by doing this.Then we must make Job Description to each position of Cater Center.We can decide how to measure the performance of an old or new hires. For example, with Cater system, hiring managers input their evaluations of each new hire at the end of the employees’first several days.Refer to their important designed, we can make a HR practicecategory and analysis for Caters as I refer below.CHAPTER 4 JOB ANALYSIS AND THE TALENT MANAGEMENT PROCESSThe format to be used to write the job description of the laundry managerFirst of all, we need to analyze the structure of Cater Cleaning Company so that identify the description of job. We can get the table ofstructure by analyzing as shown above.From the drawing above, we can see that laundry organization is the simplest vertical management mode, laundry managers are their basic jobs, but there are multiple posts under them. This simple organizational structure is suitable for this kind of company.From the drawing above, we can see that laundry organization is the simplest vertical management mode, laundry managers are their basic jobs, but there are multiple posts under them. This simple organizational structure is suitable for this kind of company. First of all, the size of a laundry as an enterprise will not be large. Secondly, the general objectives and tasks and responsibilities of the Laundromat managers mentioned inthe case are relatively specific and relatively small. In the end, the staff of the laundry will not have a high level of knowledge, which is related to the content of their work. To sum up, we should pay attention to the following points in writing the job instructions of the laundry manager.1. The job description should be simple and easy to write in the format, not too complicated2. The job description should be easy to understand in the description of the contentAccording to this, the job description of the form is best suited to the manager of the laundry.What’s more, work standards and procedures should be written into the job description.The job description is a detailed description of the information related to the job, which includes the person concerned, and the description also contains a description of the related matter. The working standard and procedure is a description of the job related matters. It further explains what extent the duty personnel should do and how to do it.As a result, I think that work standards and procedures should be written into the job description.How can Jennifer collect the information needed to write work standards, work procedures, and job descriptions?I think there are many ways of collecting information, such as thefollowing:1. Summary of the work standards, procedures and job descriptions of similar enterprises.2. Collect opinions on customers and employees.3. Consult a number of experts and intermediaries.4. Get the main information from the activities of employees, actions of people, the working performance, working background and the requirement of employees and so on.The store managers’ job description should look like and contain as the table below.CHAPTER 5 PERSONNEL PLANNING AND RECRUTINGHow would Irecommend we go about reducing the turnover in our stores?I prepare some solutions below.Making a reasonable recruitment plan is the most important step to keep employees staying in the company. We need to research carefully when we interview them and we must exclude someone shaky. To a certain extent, the rate of turnover will be decreased by doing this.Shaping an attractive corporate culture is an important measure to retain employees and executive. As we all know, a nice kind of culture can shape personality and also form a sense of belonging and dependence.Making positive compensation and welfare is also important for retaining employees. We not only need to give justice salary to employees, but also need to make active welfare system for stimulating. Also, we can offer the company's stock options or equity plans is a relatively low cost way to increase the long-term potential income of employees.Last but not least, we must take care of emotions of employees at any time. Such as their relations with families, with supervisor-subordinate, with colleagues, and even with their own spirits including their career happiness and so on. I believe we can retain ouremployees much better by doing these Idemonstrated above.I think we need these causes to resolve the question how to improve the quality of applicant and the rate of passing.Make a feasible recruitment strategy. HR's own quality and knowledge are also important to choose the appropriate location and location, and to improve the recruitment efficiency.The recruitment information will help us to select talents scientifically, make clear qualifications, and identify highly qualified applicants with competence. In addition, structured interviews can be carried out.Promote the employing department to participate in the whole process of recruitment. Because the work environment, leadership style and management concept are used because of the unit for what kind of It differs from man to man., job seekers, only use department most clearly, therefore, recruitment departments to continue to instill in Department Recruitment concept, promote their active participation in the whole process of recruitment, human resource planning, recruitment, interview needs to develop recruitment, etc.. Last but not least, it is also important to create a harmonious enterprise environment.Considered carefully for all of information the job seekers need when we publishing a job advertisement. We can make job advertisement as is shown below.The job advertisement for Cater Cleaning CompanyAddressPublishing timeDeadlineMore than one year's work experience|Age is not limitedMore than＄6 per hour Feedback in 5 daysJob descriptionPost dutiesTenure requirements➢Working experience preferred➢Have basic management ability➢Have strong business understanding, plan execution, writing ability and learning ability.➢Be familiar with... Laws and regulations to avoid labor disputes;➢Higher professionalismEnterprise introductionOther information：➢Department: Human Resources Department➢Professional requirements➢Contact➢E-mailPlease indicate the name or number of the position in the mail and indicate that the recruitment information comes from the CHAPTER 6 EMPLOYEE TESTING AND SELECTIONSomeadvantages to Jennifer’s company of routinely administrating honesty tests to all its employees.Testing honesty of employees can not only strengthen the company's discipline, but also keep the company open and fair and the organization structure is complete and transparent.In addition, it can promote the orderly conduct of production and avoid unnecessary financial losses.It can strengthen the cohesiveness of enterprises and setting up a good social image, so as to ensure the credibility of the staff and enhance corporate reputation and customer satisfaction.Some disadvantages to Jennifer’s company of routinely administrating honesty tests to all its employees.Employees maybe lack a sense of security and belonging, and they feel that they are doubted by their superiors.Also, it may increase the cost of work and time and reduce the effective rate of return of enterprises What other screening techniques could the company use to screen out theft-prone and turnover-prone employees?And how exactly could these be used?We can import the introduction of special personnel, who is integritytesting literacy, including leakage theory, information manipulation theory, real monitoring theory, and interpersonal deception theory and so on.Also, we can design integrity test scale to identify the faith of employees. The types of tests are tests of cognitive abilities, tests of motor and physical abilities and measuring personality and interests and achievement tests and improving performance through hires. We can make the background check more valuable information of employees by doing these tests.How to fire a stolen employee and how to deal with the reference calls about these employees when they go to other companies looking for jobs?I think we should fire stolen employees in front of the staffs of our company. Not to let him be disgraceddeliberately, but to let employees know how important the sincerity is and how precious the trusts are.As for the reference calls about these employees when they go to other companies looking for jobs, I think I will be mercy to him and tell another company that this employee can be inspected and retained if he didn’t mak e too much of mistake, even though I fired him abide by the rules. We see, forgiveness and kindness are the greatest virtues, they can save a person who still has a warm heart.CHAPTER 7 INTERVIEWING CANDIDATES The way to improve the practice of interviewing:The main body of the interview is the interviewer and the interviewee, so in order to improve the company's interview practice.We must first have a group of professional interviewers. They should have the following qualities: good insight with some psychology and organizational behavior knowledge of good psychological ability expressed excellent judgment and spoken interview experience preferred logical thinking ability, can according to the resume and job requirements and the basic quality of setting questions to understand the basic knowledge of job industry and knowledge industry the salary level have a good analysis ability.In addition, there are something errors that can undermine an interview’s usefulness and we had better avoid them: first impression, not clarifying what the job requires, candidate-order error and pressure to hire, nonverbal behavior and impression management, effect of personal characteristics including attractiveness, gender and race, etc., diversity counts.She should make an interview form for management and non-management interview questions by doing I illustrate below.Key points and test questions management personnel recruitmentexam questions:1.Do you think what is "management"?Test whether the applicant can combine theoretical management knowledge with work practice.2.A good enterprise to make progress, what is decisive? In the complex market environment, success factors of different enterprise big difference. The answer is to test the extent to which the applicant understands the management of the original unit.What are the 3 you've read about management books? Good management is very pay attention to the collection of information and knowledge updating.3.What do you think is the most difficult as a manager?"Bad news report" is a concise and comprehensive answer. It simply because it can make deep and serious recruiters ask further questions and superficial recruiters will not consider the use of additional questions to ask, do not let the candidates have the opportunity to further elaborate its set people thinking idea, but do not want to understand whether the answer behind what is hidden deep life experience. This answer tells us how a manager in trouble should react."Let those of me be able to act in accordance with my instructions, so that they are ready to do so." It is the second possible answer. This shows that the manager is ready to control the situation and carry out theleadership."To mobilize the enthusiasm of the personnel, to form a competent team." It may be the third way to answer this question, which indicates that the applicant has a deeper experience and has the ability to manage others.There are also specific questions to be faced with as answers. Recruiters need to pay attention to whether a manager has a more open eye as a manager, rather than trying to deal with a specific business.4.You how to control and reduce the risk?We should pay attention to the risk degree candidates aware, then answer the investigation method, and the risk involved, whether there is always such effects on the other.5.What do you think is the relationship with the position you apply for your department or the company's strategy? It is the ability of on the candidates to grasp the overall situation.6.How would you plan and organize an important (or long) of the project?The recruiter should pay attention to the various links of the candidate planning and running the project, not whether the project itself is the closest to the work of the unit.7.How do you deal with the contradiction between the 9 with other departments?No contradiction is unrealistic, and applicants often answer through communication. The question is to see whether the applicant can pay attention to the root of the contradiction and not only solve or deal with the problem means.8. Please briefly talk about you around the typical case management. Inspect whether or not the candidate enterprises success / failure reasons, and sharply pointed out the problem, concise and comprehensive.Jennifer should carry out a training program for the manager. The manager who is for interviewing the stuffs should have this characteristic.We must first have a group of professional interviewers. They should have and prepare me the following qualities: good insight with some psychology and organizational behavior knowledge of good psychological ability expressed excellent judgment and spoken interview experience preferred logical thinking ability, can according to the resume and job requirements and the basic quality of setting questions to understand the basic knowledge of job industry and knowledge industry the salary level have a good analysis ability.CHAPTER 8 TRAINING AND DEVELOPING EMPLOYEESThe Caters should cover in their new employee orientation program and they should convey this information by the table below.Guidance of working ContentsCompany overview, rules and regulations,organizational structure, corporate culture,product knowledge, working hours, payroll,benefits, communication skills, team buildingskills, etc.PlanningFrom a brief introduction to a longer formal plan,including employee employment guidancemanuals, human resources department work,department heads' guidance, special seminars,etc.Overview of trainingTrainingProvide employees with the skills required tocomplete their present work DevelopmentDeveloping current or future managers to solvecurrent and future possible jobsAim of training Technical skills required to impart workThe survival and development of the enterprise needs speed and flexibility to meet the requirements of the customer in quality, variety, convenience, time saving and other aspects. Impart other more extensive skills to employees, such as communication, team building, and other skills Strengthening the dedication of employees by trainingThe basic process oftrainingEvaluation: identify training needsSet up training goals which is clear and measurable Training: job training, job trainingEvaluation: Reflect performanceEvaluation of trainingeffectResponse: the trainee's response to the training programKnowledge: test the traineeBehavior: to understand the changes in the behavior of the trainedtraineesEffectiveness: measure the final results of a plan based on apredetermined training goalWe should use such a form to analyze the work of the counter attendant. Counter attendant task analysis record table is as to below.In the training of ironing workers, decontamination workers, managers, and counter attendants, we should use specific training methods as is mentioned below.CHCAPTER 9 PERFORMANCE MANAGEMENT AND APPRAISALJennifer believes that the proposal to establish a formal work performance evaluation system for workers is correct.The proposal to establish a formal work performance evaluation system for managers is also correct. My reason and design are below.Managers are the backbone of organizing talents, and play a more and more important role in the development of modern organizations. The structure of job performance evaluation of middle managers is to establish a scientific, complete and effective performance evaluation system, so as to achieve effective management for middle managers.The work performance of middle managers is a multi-dimensional construct. This multidimensional structure can effectively explain those behaviors reflected in the job performance questionnaire.Job performance is a construct that can be reflected by behavior. Therefore, we can identify those typical behaviors and form a measurement tool that has certain reliability (internal consistency) for measuring job performance.I’ve researched the five factor structure model of the middle level manager of the organization to make a formal measure to the managers and workers of Cater Cleaning Company.CHAPTER 10 MANAGING EMPLOYEE RETENTION, ENGAGEMENT, AND CAREERSThe benefits of career planning program are below.First of all, career management is the primary problem of the rational allocation of enterprise resources. Human resource is a kind of can continue to develop and continuously increment resource value, because of the development of human resources through continuous updating of people's knowledge and skills, improve people's creativity, so that the life of "material" resources as its use, especially in the era of knowledge economy, knowledge has become the social the main body, and to grasp and create these knowledge is "people", so enterprises should pay more attention to people's wisdom, skill, ability and comprehensive development. Therefore, to strengthen the occupation career management, make the best use, is the primary problem of the rational allocation of enterprise resources. If the rational allocation of people is left, the rational allocation of enterprise resources is an empty word.Secondly, career management can fully mobilize the intrinsic enthusiasm of the people, and better realize the organizational goals of the enterprise. Occupation career management is to help employees improve satisfaction levels in various needs, to meet the needs of thedegree from Pyramid to the final shape of the trapezoidal transition close to rectangular, even low levels of physical employees need improving gradually, and make them the self-realization of the spirit of the need to gradually increase the degree of satisfaction of senior. Therefore, not only need occupation career management in line with the development of life, but also need advanced people, need that is based on love, respect and self-realization, to truly understand what employees want in personal development, coordinate their planning, to help them achieve the occupation career goal. This will inevitably arouse the strong mental strength of employees' strong service in enterprises, and then form a great driving force for the development of enterprises, so as to better achieve organizational goals of enterprises.Thirdly, career management is the organizational guarantee of an enterprise. The fundamental reason for any successful enterprise is to have high quality entrepreneurs and high quality employees. The talent and potential can be fully realized, human resources will not be wasted, wasted, the survival of the enterprise growth is inexhaustible, inexhaustible source.I support that picking out part of the employees selectively to make career plans in the company is better.And the career planning should include the aspects below.CHAPTER 11 ESTABLISHING STRATEGY PAY PLANSThe company should agree on the use of job evaluation to establish a formal salary structure.The principle of fairness is one of the principles of salary management. It is divided into internal fairness and external fairness. The internal equity emphasizes that the salary structure between the different types of work within the organization should be reasonable.That’s why the company should agree on the use of job evaluation to establish a formal salary structure.It is not reasonable to Carter's policy of paying wages above the average of 10%.For the first, the employee's salary is not only for the employees' work enthusiasm and work income, but also by the laws and regulations of the state. Second, the cost of living and the price level should be a normal proportion. Third, there are certain rules for the salary level between the regions and the industries. So I think the employee's salary should be adjusted properly rather than fluctuating at random It is unwise for Jack, Carter's differential wage system for men and women. Because that will lead people misunderstand that the company has sex discrimination, after all, women employees can do well..CHAPTER 12 PAY FOR PERFORANCE AND FINANCIAL INCENTIVESThe incentive plan should not be extended to other ironing workers and other employers should not carry out similar plans, as it will decrease the quality as we see from the case.I suggest that another form of incentive plan is better than Cater’s.That is in accordance with the same quality of work per hour increase, but the premise is that the qualified rate is 99%.And the rate of increase per hour can be increasing gradually.The incentive compensation plan needs to pay according to some predetermined objective performance criteria. All the incentive schemes have a characteristic that is to find a set of performance criteria that can be used to compare with them so as to determine the reward amount.CHAPTER 13 BENEFITS AND SERVICESI drafted a policy statement on vacation, sick leave, and non-working hours below:Remuneration policy of Cater Cleaning CompanyScope of applicationThis system is applicable to all employees of the Cater Cleaning CompanyWage structureThe composition of the salary is mainly designed from the angle of the monthly salary. The monthly salary structure of the company is as follows:Monthly salary = basic salary + performance wage + bonus + bonus + fine + deductions + overtime pay + allowance + special salary The paying in detailBut to a particular post and a person's vacation, our company has madethe following provisions1.Fine。
卡特洗衣公司案例
.加里·德斯勒《人力资源管理》（第六版）系列案例卡特洗衣公司本书的主要论题是人事管理，像雇员的招募、甄选、培训、报酬等一类的活动。
人事管理不仅是某些人事管理专业人员的特定工作，而且是每一位管理者都必须从事的工作。
这一点大概在典型的小型服务型企业中表现得最为充分。
因为在这一类企业中，业主或管理者往往没有专门的人事职员可以依赖。
不过，他或她的企业却能够取得成功（他或她及其一家人能否为衣食而保持脑子清静），在相当大的程度上有赖于他们在雇员的招募、雇用、培训、评价以及招聘方面的效率如何。
因此，为了有助予描述和强调一线管理者的人事管理角色，我们在全书中将运用一个以位于美国东南部的小型服务企业为实际依据而编写的连续案例。
这个案例分布于各章，它将运用各章所讲述的人力资源管理概念和技术来描述此案例的主角——业主／管理者詹妮弗·卡特（Jennifer Carter）——在日常工作小所面临的各种人事管理问题以及她是如何解决的。
第1章人事／人力资源管理导论案例背景詹妮弗·卡特于1984年6月毕业于州立大学，在对几种可能的工作机会进行考虑之后，她决定从事自己一直计划去做的事情——进入她的父亲杰克·卡特（Jack Carter）的企业。
杰克·卡特分别于1970年和1972年开了自己的第一和第二家洗衣店。
对他来说，这些自动洗衣店的主要吸引力在于它们是资本密集型的而不是劳动密集型的，这样，一旦对机器的投资已经做出，洗衣店靠一个没有什么技术的看管员就足可以维持了，而平常在零售服务业中所常见的那些人事问题就不会出现了。
尽管靠一名无技术的劳动力就能维持运转是卡特开洗衣店的主要原因，但是到1974年，他还是决定扩大服务内容，在各洗衣店中增加干洗和衣物熨烫服务。
换句话说，他增加此项服务所依据的战略是相关多角化经营战略，即增加与现有的自动洗衣业务有关联的那些服务项目。
他增加这些新服务项目的一部分原因是：他所租用的场地当时尚未得到充分的利用，因此，他希望能够更为充分地把场地利用起来；另一方面，正如他所说的：“我已经厌烦了把我们自动洗衣店顾客的衣物送到五英里以外的干洗店去干洗和熨烫，而且还让它们拿走了本属于我们的大多数利润。
人力资源管理15757
卡特洗衣公司
3
建立培训目标
确定培训需求之后，必须确立满足这些需求的目标。 有效的培训目标应当显示出培训完成后，对组织、部门 和个人将会产生什么样的结果，这种结果应以书面形式 描述。 培训目标的分类：
1 指导性目标
2 组织和部门目标
3 个人绩效和成长目标
卡特洗衣公司
4.培训方法
在职培训和工作轮换 学徒式培训 课堂培训 网上培训
4 核心小组法
核心小组由组织中不同部门、不同层级的员工组 成，人力资源部门的专家或外请专家主持小组会议。
卡特洗衣公司
5 公文测验法
通过检查组织的缺勤、流动率和事故发生率方面的 记录，以及通过组织的绩效评估系统收集的绩效评估信 息，来确定是否有问题存在，是否任何被确认的问题可 以通过培训解决。
不论采用什么方法，系统地、准确的需求评估 要在培训开始之前进行。
3
对结果的了解
让员工知道他们针对一些标准取得的进步有助于为后 面将要学习的内容确立目标。这种分析和确立目标的连续 过程极大地促进了学习。
卡特洗衣公司
4
强化
基本思想是产生积极后果的行为倾向于重复发生，产 生消极结果的行为倾向于不再出现。
5
培训计划的连贯
要让员工不仅清楚培训目标，同时还知道该部分内容 是如何与计划的其他部分内容相匹配的。后面的内容要建 立在前期已提出内容的基础上。
新员工的管理者通常负责部门和职位上 岗引导。
卡特洗衣公司
3
组织上岗引导
如果组织上岗引导要收到积极的效
果，就必须在企业需求和员工需求之 间实现良好的平衡。
对于组织来讲，它比较感兴趣的 是盈利、向顾客提供优质服务、满足 员工需求和健康需求，以及承担社会 责任。
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• • • • • •
熨烫工（ 名 熨烫工（2名）
• • • • • • • • • • • • • • • • 招聘方式： 招聘方式：全职 学历：大专以上 学历：大专以上 年龄要求： 年龄要求：不限 性别要求： 性别要求：不限 其他要求： 其他要求： 1、为人耐心，沉稳，有责任感；工作认真、积极，具有良好的团队精神； 、为人耐心，沉稳，有责任感；工作认真、积极，具有良好的团队精神； 2、专业技能强，有纯熟的熨烫技术； 、专业技能强，有纯熟的熨烫技术； 薪资待遇： 薪资待遇： 1、1500元+ 提成 奖金 、 元 提成+奖金 2、上岗前对员工进行相应的培训，确保员工的专业性 、上岗前对员工进行相应的培训， 概述/主要职责： 概述 主要职责： 主要职责 1、工作时间 ：30-8：30，月休 天。2、遵守公司规章制度，执行上级工作安排 、工作时间7： ： ，月休3天 、遵守公司规章制度， 3、负责干洗、水洗客衣的熨烫。 、负责干洗、水洗客衣的熨烫。 4、保证熨烫后的衣服达到挺括、平整、美观。 、保证熨烫后的衣服达到挺括、平整、美观。 5、安全操作，人员离开时须关闭点熨斗电源，防止以外事故的发生。 、安全操作，人员离开时须关闭点熨斗电源，防止以外事故的发生。 6、做好设备、区域卫生工作。 、做好设备、区域卫生工作。
组织前瞻
•卡特洗衣中心决定在今后的 年中再开 家类似的洗衣中心。 卡特洗衣中心决定在今后的5年中再开 家类似的洗衣中心。 卡特洗衣中心决定在今后的 年中再开4家类似的洗衣中心 这样，平均每家洗衣中心都需要有1名现场管理人员以及 名现场管理人员以及7 这样，平均每家洗衣中心都需要有 名现场管理人员以及 名左右的雇员，年收入大约为30万美元 万美元。 名左右的雇员，年收入大约为 万美元。
5. 加大员工流动成本
A
增加离职 成本
B
提高员工 待遇
公司可以通过签订 有高额赔偿金的合 同、让雇员持股、 建立年功序列工资 制、增加项目完成 的奖金比例、提高 年终奖的比例等方 法来增加员工离职 的成本。
C
当另一家同等规模、 同等岗位的待遇高于 本公司待遇的20%， 则有可能会因为待遇 问题引起人员流动。 所以，在制定公司的 薪酬政策时，一定要 参考本地区同行业其 他公司，使本公司的 薪酬始终等于或略高 于同等行业的平均待 遇。
• • •
分店主管（6名） 分店主管（ 名
• • • • • • • • • • • • • • • • • 招聘方式： 招聘方式：全职 学历： 学历：本科以上 年龄要求： 年龄要求：不限 性别要求：不限 性别要求： 其他要求： 其他要求： 1、五官端正，面貌清秀，身体健康； 、五官端正，面貌清秀，身体健康； 2、爱岗敬业，普通话标准流利，思路敏捷，善表达，沟通能力强； 、爱岗敬业，普通话标准流利，思路敏捷，善表达，沟通能力强； 3、为人诚实、有责任感；能独立开展业务、有较强的团队协作精神； 、为人诚实、有责任感；能独立开展业务、有较强的团队协作精神； 4、有相关工作经验者优先； 、有相关工作经验者优先； 薪资待遇： 高提成。 薪资待遇：2500+ 高提成。 2、上岗前对员工进行相应的培训，确保员工的专业性 、上岗前对员工进行相应的培训， 概述/主要职责 主要职责： 概述 主要职责： 1.、工作时间 ：30-8：30，月休 天。 、工作时间7： ： ，月休3天 2、协调与统筹员工工作。 、协调与统筹员工工作。 3、合理制定营销策划、管理战略。 、合理制定营销策划、管理战略。 4、保证分店的良好运营。 、保证分店的良好运营。 5、执行总公司工作安排。 、执行总公司工作安排。
3. 努力提高主管领导水平
1
自救式的解决问题，至培训及协助部属具有解 自救 决问题的能力，并让部属有荣耀。
2
激励部属的诀窍在发掘部属的长处，回馈来自 激励 于组织全方位而非单一主管或层峰,建立员工自 我搜寻回馈系统，以与组织需求的配合。
3
对部属卸除掌控意识，降低设限，提高作业自由度， 加上耐心的教导。同时，对员工的工作保持高度的 感应度，是促进与部属良性沟通 沟通的不二法门。 沟通
4
权力的下授是权力的扩张，资讯的分享是资讯的 激荡与加值，让员工拥有及参预决策的过程，没 有部属 部属――何来领导？ 部属
4. 建立组织前瞻和团队文化
•一个组织必须对员工提出远景，指出组织发展的希望所在， 一个组织必须对员工提出远景，指出组织发展的希望所在， 一个组织必须对员工提出远景 才会提升员工努力与留任的决心。 才会提升员工努力与留任的决心。
污渍去除工（ 名 污渍去除工（2名）
• • • • 学历：大专 以上 年龄要求：不限 性别要求：不限 其他要求： 1、五官端正，面貌清秀，身体健康； 2、爱岗敬业，普通话标准流利，思路敏捷，善表达，沟通能力强； 3、为人诚实、耐心，沉稳，有责任感；能独立开展业务、有较强的团队协作 精神； 4、有相关工作经验者优先； 薪资待遇： 1500元+ 高提成。 概述/主要职责 主要职责： 概述 主要职责： 1.、工作时间7：30-8：30，月休3天。 2、遵守公司规章制度，执行上级工作安排 3、掌握专业去污技术，负责特殊客衣的污渍去除。 4、保证去污渍后的衣服达到崭新、洁净、平整、美观。 5、安全操作，人员离开时须将化生用剂合理收纳置存，防止以外事故的发生。 6、做好设备、区域卫生工作。
干洗工（3名） 干洗工（ 名
• • • • • • • • • 招聘方式： 招聘方式：全职 学历： 学历：大专以上 年龄要求： 年龄要求：不限 性别要求： 性别要求：不限 其他要求： 其他要求： 1、言语标准流利，思路敏捷，表达、沟通及处理问题的能力强； 标准流利， 、言语标准流利 思路敏捷，表达、沟通及处理问题的能力强； 2、为人沉稳，有责任感；工作认真积极，具有良好的团队精神； 、为人沉稳，有责任感；工作认真积极，具有良好的团队精神； 3、有一定的专业知识，有经验者优先； 、有一定的专业知识，有经验者优先； 薪资待遇： 薪资待遇： 1、1500元+ 提成 奖金 、 元 提成+奖金 2、上岗前对员工进行相应的培训，确保员工的专业性 、上岗前对员工进行相应的培训， 工作概述/主要职责 主要职责： 工作概述 主要职责： 1、工作时间 ：30-8：30，月休 天 、工作时间7： ： ，月休3天 2、遵守公司规章制度，执行上级工作安排 、遵守公司规章制度， 3、熟悉干洗剂和各种去污剂的性能，各类衣物的性质。能准确识 、熟悉干洗剂和各种去污剂的性能，各类衣物的性质。 别各种污渍，独立完成各种衣物的干洗工作。 别各种污渍，独立完成各种衣物的干洗工作。 4、安全操作，人员离开时须关闭相关电源，防止以外事故的发生 、安全操作，人员离开时须关闭相关电源， 5、做好设备、区域卫生工作。 、做好设备、区域卫生工作。
案例分析 ——人员招募 ——人员招募
10工商1班 组长：黄惠美 周凯丽 贾舒文
L/O/G/O
目录
企业现状
提出问题
解决方案
企业现状
1. 缺少技术性 人才
雇员学 历低
市场竞争 激烈
4. 企业招聘 人员困难
雇员薪 酬高
2. 增加企业 盈利成本 3.增大企业 人力资源管 理困难
急缺面 试者
5. 导致企业无 法运营
社会保障 福利
公司应为员工及时 办理各项社会保障 福利，如社会医疗 保险、社会失业保 险及社会养老保险 等等，使员工增强 对公司的好感和信 赖。
招
•
募 广 告
卡特洗衣中心诚聘
卡特洗衣中心是一家专业从事各类服饰的洗涤机构。 卡特干洗采用国际的最新产品和技术，全方位的人性化服务 ，倾力倡导“最专业，最环保，最健康”的洗涤服务，特别 是“绿色环保干洗”、“特殊污渍处理”、“高档皮衣精洗 ”、“消毒灭菌处理”和“专业精工织补技术”等五大特色 。我们拥有专业的技术,同时也需要你的支持。加入我们，一 同打造最专业的的洗涤团队！给你最好的发展平台！
前台人员
技术人员
分店主管
前台人员 3名 名
招聘方式： 招聘方式：全职 学历： 学历：大专以上 年龄要求：18-25 年龄要求： 性别要求： 性别要求：女 他要求： 其他要求： 1、五官端正，面貌清秀，身体健康； 、五官端正，面貌清秀，身体健康； 2、语言标准流利，思路敏捷，表达、沟通及处理问题的能力强； 标准流利， 、语言标准流利 思路敏捷，表达、沟通及处理问题的能力强； 3、为人耐心，沉稳，有责任感； 、为人耐心，沉稳，有责任感； 工作认真、积极，具有良好的团队精神； 工作认真、积极，具有良好的团队精神； 4、具备专业知识，熟悉电脑操作，有洗染业工作经验者优先； 专业知识， 、具备专业知识 熟悉电脑操作，有洗染业工作经验者优先； 薪资待遇： 薪资待遇： 1、1000元+ 提成 奖金 、 元 提成+奖金 2、上岗前对员工进行相应的培训，确保员工的专业性。 、上岗前对员工进行相应的培训，确保员工的专业性。 工作概述/主要职责 主要职责： 工作概述 主要职责： 1、工作时间 ：30-8：30，月休 天 、工作时间7： ： ，月休3天 2、负责前台电话接听、顾客接待、收衣、取衣、衣物上架等 、负责前台电话接听、顾客接待、收衣、取衣、 3、遵守公司规章制度，执行上级工作安排 、遵守公司规章制度， 4、做好门前三包卫生及大厅卫生 、
雇员流 动性高
提出问题
雇员的流动性高导致了市场竞争激烈， 从而为了吸引雇员不断加薪，却仍出现 雇员学历低和面试者短期短缺，导致企 业无法运营
如何降低员工流动率
面临最大问题 高流动性
解决方案
1. 招聘考察中注 意把关
招聘
组织、 组织、团队
4. 建立组织前瞻 和团队文化
职业发展
2. 完善多级职业 发展阶梯 5. 加大员工流动 成本
•团队文化的塑造和调理，使员工能够融和相处， 团队文化的塑造和调理，使员工能够融和相处， 团队文化的塑造和调理 蕴积能量，不致相互排斥，甚至劣弊驱逐良习。 蕴积能量，不致相互排斥，甚至劣弊驱逐良习。