Hrm approaches in different work systems

HRM Approaches in different Work systems: A comparing between fabrication works and name Centre of high street bank

Tinging Wang

As Peter Boxall and John Purcell ( 2008 ) mentioned in literature, work system refers to “ choices about what work needs to be done, about who will make it, and about where and how they will make it” . Each work system contains its characteristics to interact with operation picks every bit good as HR direction. This paper chiefly focus on the relationship between work systems and schemes of HR, particularly in comparing 2 different types of work systems and their corresponding attacks to HR. I will explicate this in the chief 2 parts follow a 3-step-way: environmentanalysis, work system and HR attacks.

Approachs to in fabrication works

Assume there is a new, high engineering and capital intensive fabrication works in York. Since the works is a new entrant in the industry, its purpose is fundamentally cost control and using market portion. The capital intensive, high engineering characteristic and cost control demand find the works has to restrict the figure of employees and heighten their abilities and efficiency in work. As we can see, the works is a typical theoretical account of fabrication houses.

Manufacturing industry ab initio employed low paid labours to carry through merely, repeated work and without a basic cognition demand. It was argued by Watson ( 1986 ) that workers were machines utilizing motor non mental accomplishments. As the engineering developed quickly these old ages in fabrication industry, machines can largely take over the occupations done by labours and force the employees to another degree called “ high involvement” ( Lawler, 1986 ) , and other similar attacks as “ high commitment” ( Arthur, 1992 ) , “ high performance” ( Huselid, 1995 ) or “ sophisticated” ( Koch and McGrath, 1996 ) . James, Chester and Robert ( 2002 ) concluded former literatures and described high engagement work systems ( HIWSs ) being utilized by provide employees accomplishments, information, motive, and latitude to derive the work force ‘s fight. The high engagement attacks was discussed by Vandenberg, Richardson and Eastman ( 1999 ) based on Lawler ‘ ( 1986 ) high-involvement work procedures, which contains 4 factors as “ PIRK” theoretical account. In “ PIRK” theoretical account “ P” stands for power, “ I” means information, “ R” refers to honor and “ K” is defined as cognition. By this means, a set of HR attacks can be generated through enhance each variable of “ PIRK” to accomplish concluding results. For case, developing chances can be used as a HR attack to heighten employees ‘ cognition and straight better their abilities to work out jobs. This is a direct manner of utilizing the theoretical account as Batt ( 2002 ) mentioned in his work, and the indirect manner influence employees ‘ motive and satisfaction to do them experience comfort and safe at work. In general, the HR attacks can be used in a fabrication works includes the undermentioned cardinal patterns:

1. Teamworking. As we mentioned before, the works is extremely concentrated on doing usage of engineering and capital resources, teamworking is a opportunity for employees to acquire involved in of import events in the works. It can impact workers in organisational committedness, work satisfaction every bit good as cognition betterment.

2. Advanced preparation. The works has needs on invention and merchandise design to vie in the market as a new comer, therefore the preparation has to be of some proficient degree which is firm-related and more hard than general preparation. Advanced preparation can break assist employees to derive information and cognition, and cut down the opportunity of turnover.

3. Incentive patterns. In a freshly works, if there is excess budget can be used on wagess, there should hold some inducement patterns. Not merely this method can actuate employees to give more, but besides it can heighten their duties to the works, if the wagess are really portions of the works.

There are much more attacks can be used in this works to better public presentation, nevertheless, the effectivity still becomes an unsure inquiry, since there is no measurings to measure the whole procedure.

Approachs to name Centre for a high street bank

In comparing, we imagine there is a call Centre to be established for a high street bank. Bank industry is more of service-oriented, name Centre in a high street bank is non expected to convey about net income straight. The employees ‘ duties are to work out jobs that already happened in the yesteryear or expected to be happened in the hereafter. They give the replies from a wide-ranging inquiry bank which contains the frequent asked inquiries and high-strung inquiries. All of them attached replies below so that the operators on the phone can reply different inquiries with in a short clip. Besides the replies, operators from the call Centre besides needs to be use properly words, looks, melodies, and purely follow a standardised expression to make the whole telephone communications. The characteristics of call Centre determined the employees they wanted are more general background, better in communicating merely like a good hearer with first-class apprehension and ability of unwritten look.

Service market is more labour intensive compared to fabricating industry, and name Centre can be categorized into the “ Tightly Constrained” work systems, harmonizing to Herzenberg ( 1998 ) ‘s typology of work systems. Herzenberg describe this type of service as “ high volume, low cost, standardised quality, tight undertaking supervising, low to chair formal instruction of workers, and limited training” . Boxall ( 2003 ) followed Herzenberg ‘s work and defined 3 types of competition and work organisation in private sector services. Based on his definition, call Centre belongs to “ Massive service firms” which related to a mix of mass markets and higher value-added sections.

There are important differences in HR schemes between a hi-tech fabrication works and a high street call Centre. Though Boxall ( 2003 ) pointed out that houses aim for high-valued sections in services are more likely to utilize HIWSs attack in HRM, a call Centre still can non suit the HIWSs really good. One of the grounds as I mentioned earlier is that call Centre “ is non expected to convey about net income directly” . In this instance, even if utilizing HIWSs to better service quality and heighten employees ‘ felicity index can be worked out, that wo n’t bring forth excess net income for the bank. Customers may take another bank since they discover their current bank truly defeated because of a hapless quality telephone service, but they are less likely to take a bank merely based on its absolutely high degree of telephone service.

After examined the characteristics and work system of call Centre, a figure ( Figure 1 ) will be given out to exemplify the properly attack of HRM which is suggested to be adopted by a call Centre director. The figure contains both the attacks and demands. Left side stands out the cardinal attacks of HR which match the center and right characteristics of employees.

Key HR attacks

Employee competence

Employee committedness

General preparation ;

Communicationss ;

Performance assessment ;

Standardized behaviour ;


Stressdegree ;

Work balance ;

Figure 1: Approachs used in call Centre

The HR attacks are used to heighten either employee competence or committedness to accomplish farther results. They looks much simpler compared with fabrication works, that is because the two houses have different characteristics and results.


It is evidently that a fabrication works adopts different HR attacks compared with a call Centre. The grounds are assorted and difficult to separate, since there are so many factors inside or outside the houses and interact with each other all the clip. However, there are three chief grounds affect the HR direction within different work systems. First one is production factor. Whether the house is capital intensive or labour intensive determines the graduated table and cost of employees as the former tends to engage fewer employees with high demand and the latter tends to maintain equal employees with general cognition backgrounds. The 2nd factor is merchandise distinction. An industry which requires extremely differentiation merchandise the information and cognition is needed all the clip therefore the HR attack in preparation is intensive and specialized so that the worker can use it to work and heighten public presentation. By contrast, a call Centre offers about the same service to different clients ; therefore the preparation attack is more basic and contains regulations, ordinances to accomplish consistence and homogeneousness. The 3rd factor is profitableness. Profitableness differs in specific types of places ; a research section director in fabrication works normally generates more net incomes than a telephone operator in call Centre. In that instance the director will derive occupation satisfaction through wagess and engagement in concern determination devising, whereas the telephone operator may experience less satisfied in work and has turnover purpose. The ground is merely because houses need to maintain profitable employees stable and disregard or pay less attending on the common employees without competitory advantage. The 3 factors reflects how the work system and HR purposes combined together to impact HR attacks.

These attacks, nevertheless, run into a major challenge of steps. Previous literatures like Arthur ( 1992, 1994 ) , Huselid ( 1995 ) , James, Chester and Robert ( 2002 ) did empirical work on steps to measure effectivity of HR attacks. James, Chester and Robert ( 2002 ) province the relationship between a differentiation-oriented competitory scheme and its public presentation is positive. Whether all these attacks and measurings can be trusted in the bounds of good sense or practicality is a large issue we should concentrate on the hereafter.