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Aim: service quality is a means to improving customer satisfaction and building up an excellent and profitable company. The actual activities of delivering service in Swedbank AB Gävle City are examined in order to assess how to deliver quality service. Method: conduct the research in a qualitative method, mainly with interviews and questionnaires. Both primary and secondary data was collected to support the subject. Result&Condusions: Advanced human resources strategy and reasonable solutions to meet customer needs are two superior aspects in the process of service delivery. Suggestions for future research: customer perspective and quantified data from employees should be contained. Contribution of the thesis: an in-depth understanding of the process of quality service delivery, combined with relevant academic knowledge. Other banks and service companies can learn from the analysis results. Students and future researchers also gain new knowledge about service quality in the banking area.

The master's thesis is about the formulation of human resources strategy and setting up of HR system in the newly established organization. The theoretical part is focused on analysing impact and influence of organization' s HR; defines basic principles of strategic HR management based on corporate culture, leadership, talent management and the structure. Following part describes basic principles of functional HR system as well as the competencies of HR professionals. Then it provides action plan of establishing HR system. The practical part of the thesis introduces business accelerator of University of Economics in Prague xPORT VSE and analysis both premises and needs of HR' s customers. The thesis suggests personal strategy and HR system based on theoretical findings and analysing stakeholders' needs.

Denna studie syftar till att undersöka hur en medelstor kommun kan arbeta strategiskt med problematiken gällande kompetensförlust samt att vara en attraktiv arbetsgivare inför kommande pensionsavgångar. Vidare syftar studien till att, utifrån resultatet, arbeta fram ett förslag till HR-strategi för den problematik de förestående pensionsavgångarna för med sig. För att få svar på våra undersökningsfrågor har vi utfört en fallstudie i Falu kommun och för denna använt oss av semistrukturerade intervjuer med fyra personer i chefsposition och en mångfaldskommunikatör, samt en fokusgrupp bestående av fyra medarbetare från HR-avdelningen. Detta gav oss flera perspektiv på problematiken, vilket vi anser stärker tillförlitligheten i resultatet. I efterhand kan vi dock se att ett större antal intervjupersoner hade varit att föredra, detta för att få fler medarbetares tankar och åsikter om ämnet. Emellertid var detta inte möjligt då chefer i kommunen var svåra att få kontakt med.Resultatet visar att uppfattningen om pensionsavgångar är varierande då en av respondenterna menar att det inte är något att oroa sig över, medan övriga respondenter anser att det är en stor utmaning kommunen har framför sig. Resultatet visar även att Falu kommun i dagsläget arbetar strategiskt med ett flertal olika åtgärder för att stärka sitt arbetsgivarmärke externt såsom exempelvis ambassadörskap och talent management, vilket tidigare forskning visar är en nödvändighet för en organisations konkurrenskraft och således attrahera samt behålla medarbetare. Gällande kompetensöverföring visar resultatet att det idag finns en medvetenhet om riskerna för kompetensförluster. Dock utförs ett begränsat arbete för att överföra viktiga kompetenser, åtminstone med syfte att hantera den risk för kompetensförlust som väntas i och med den förestående generationsväxlingen. Tidigare forskning inom området pensionsavgångar visar dock att förlusten av viktiga kompetenser är det största hotet.Vår slutsats av denna studie är att Falu kommun är på rätt väg att hantera den problematik som förväntas uppstå, dock behöver kommunen öka medvetenheten genom kommunikation och intern marknadsföring samt arbeta samman en gemensam syn på pensionsavgångarna i alla förvaltningar. Vi menar även att det är av stor vikt att se över kompetenserna i organisationen och börja agera för att inte mista viktiga kompetenser i och med de förestående pensionsavgångarna. Detta är områden som behandlas i det förslag till HR-strategi vi har arbetat fram. / This study aims to examine how a medium-sized municipality can work strategically with problems concerning loss of skills and to be an attractive employer for future retirements. Furthermore, the study aims to, based on the results, prepare a draft HR strategy for the problems the impending retirement brings. To get answers to our research questions, we conducted a case study of the Municipality of Falun, and this made use of semi-structured interviews with four people in managerial positions and a variety communicator, and a focus group of four employees from the HR department. This gave us more perspective on the problem, which we believe strengthen the reliability of the results. In retrospect, we can see that a larger number of interviewees would have been preferable, in order to get more employees thoughts and opinions on the subject. However, this was not possible as managers in the municipality were difficult to contact.The results show that the perception of retirement is different when one of the respondents believe that there is nothing to worry about, while other respondents think it is a great challenge municipality has in front of him. The result also shows that the Municipality of Falun in the current situation is working strategically with a variety of measures to strengthen its employer brand externally such as diplomacy and talent management, as previous research indicates is a necessity for an organization's competitiveness and thus attract and retain employees. Regarding the transfer of skills shows the result that today there is an awareness of the risks of skill losses. However, conducted a limited effort to transfer critical skills, at least in order to manage the risk of loss of skills expected in the forthcoming generation change. Previous research in the field of retirements shows that the loss of key skills is the biggest threat.Our conclusion from this study is that Falun municipality are right on track to deal with the problems that are expected to arise, however, requires the municipality to raise awareness through communication and internal marketing as well as working together a common vision of retirements in all administrations. Furthermore, we believe that it is crucial to review the competencies in the organization and start acting so as not to lose important skills in and with the impending retirements. These are areas addressed in the draft HR strategy we have developed.

This thesis focuses on Human Resources in a company, it' s strategic managing and measuring it's contribution to the business. In theoretical part the main source is foreign literature and it analyses traditional and new conceptions of HR. It focuses on a role of HR director, as a main element of strategic level of HR and his/her role in a relation to the rest of a company and HR department. In practical part the thesis analyses a research, made among Czech companies, and comes into a conclusion, that the main cause of an unsatisfactory HR management in these companies is it's poor measurability. In the final, key part of the thesis it designs a process, which a company should follow in order to adopt a strategic HR and it's measurement by goals of a company.

The Diploma thesis "Survey of the Validity of the Methods of Employee Selection" deals with analysis of methods validity that is used for the company employees'selection. On the basis of literature studied, author identifies following keywords related to the subject of the diploma thesis: Human Resources Management, Vision, Business strategy, HR strategy, Human Resources planning, Employees' selection and recruitment, Fluctuation and Evaluation of Work performance. Author further focuses on the research of validity of personal selection methods that have already been published earlier. Author performed particular research solution that took place in three phases. The first stage explored an optimal mix of selection methods for recruitment according to particular positions. Respondents were experts specializing on issues of Human Resources issues. The second phase focused on research of validity of personal selection methods. Validity of selection methods was examined by correlation coefficient between predicted work performance estimated by the given method, and the measured real work performance of the recruited employee in the evaluation system of the work performance. HR staff was questioned. The third phase examined the appropriateness of using selection methods, which were determined by...

This master’s thesis “Development of HR management in the company” analyses a way of a management of human resources in a middle sized company, which produces and distributes fibreglass. The goal is to identify a current status and propose corrective measures, which will lead to the improvement in human resource area. By that, company should improve their efficiency, economy and future growth.

Экономическая оценка риска реализации кадровой стратегии предприятия, отличающаяся оценкой уровня экономической безопасности внутренней среды за счет определения уровня удовлетворенности персонала, что позволит определить вероятность раскрытия коммерческий или государственной тайны на оборонном предприятии. / The strategy of personnel management, economic security, safety, satisfaction level of satisfaction personnel.The strategy of personnel management, economic security, safety, satisfaction level of satisfaction personnel.

Mémoire numérisé par la Direction des bibliothèques de l'Université de Montréal. / New economic realities are putting pressure on HR to widen its focus from the administrative role it has traditionally played, to a broader strategic role as a business partner. This transition has been difficult for many HR functions because in order to play a more strategic role, they have to measure their effectiveness. To date very few have met this challenge. There are many schools of thought on measuring the effectiveness of the HR function. Sorne authors propose a quantitative or a qualitative approach, while others propose a global approach. However, they all have limitations. An alternative approach is the Balanced Scorecard concept, which enables organizations to translate their strategy into a balanced set of metrics, combining qualitative and quantitative, and financial and non­financial metrics, helping the organization assess current and predict future performance. Therefore, the objective of this research has been to design a balanced scorecard for the Human Resources function as a potential approach to evaluating its effectiveness. Based on the literature, the research methodology focused on the design of a scorecard for a large international organization. First, the HR strategy for this organization was clarified and articulated into a series of cause and effect relationships, presented as tangible goals. To assess the performance of these strategic goals, measures were then selected and defined for each one, resulting in a feasible scorecard composed of 3 8 metrics. The scorecard is ready to implement as a strategic measurement system, enabling the Function' s effectiveness to be assessed over time. Due to the exploratory nature of this research, this application study will hopefully provide insight on the use of the balanced scorecard as an approach to evaluating the effectiveness of the HR function. In the current context facing HR functions, it is key that they find a way to evaluate their effectiveness that will support their evolution as business partners. / Les réalités économiques étant ce qu'elles sont, une forte pression est exercée sur la fonction ressources humaines (RH) afin d'élargir son horizon du rôle administratif traditionnel, à un rôle stratégique accru en tant que partenaire d'affaires. Cette transition a été difficile pour les fonctions RH car, afin d'assumer un rôle plus stratégique, elles se doivent de mesurer leur efficacité. À ce jour, très peu d'entre elles ont relevé ce défi. Il y a plusieurs écoles de pensées sur le sujet de la mesure de l'efficacité du rôle des RH. Certaines proposent une approche quantitative ou qualitative, alors que d'autres suggèrent une approche globale. Cependant, toutes ces approches accusent certaines limites. Le concept du Tableau de Bord Équilibré est une approche qui permet aux organisations de mettre sur pied leurs stratégies sous forme de mesures équilibrées, combinant mesures qualitatives et quantitatives, financières et non-financières, permettant ainsi à ces organisations d'évaluer les performances actuelles et d'anticiper les performances futures. En résumé, l'objectif de ce travail a été de concevoir un tableau de bord équilibré comme une approche susceptible de mesurer l'efficacité de la Fonction des Ressources Humaines. Basée sur la documentation existante, la méthodologie de recherche se concentre sur la création type d'un tableau de bord pour une organisation de taille internationale. D'abord, la stratégie des RH pour cette organisation a été exprimée et conçue en séries de relations de cause à effet, présentées sous forme d'objectifs tangibles. Pour évaluer la performance de ces objectifs stratégiques, des mesures précises furent sélectionnées et définies donnant comme résultat un tableau de bord réalisable composé de 38 mesures. Le tableau de bord est donc prêt à être mis en œuvre en tant que système de mesure stratégique, permettant ainsi d'évaluer l'efficacité de la Fonction au fil du temps. Ce travail étant de nature exploratoire, il est à prévoir que cette étude d'application fournira un modèle quand à l'utilisation du tableau de bord en tant que méthode d'évaluation de l'efficacité de la fonction RH. Face au contexte actuel, il est essentiel que les fonctions RH trouvent un moyen d'évaluer leur efficacité afin de supporter leur évolution en tant que partenaire d'affaires.

The purpose of the diploma thesis is the analysis of the human resource management in the selected medium-sized company and on the basis of the acquired results suggest the arrangements for improvement of this system. For research purposes of the thesis was selected a midsize company MOTOR JIKOV Fostron plc, operating in the engineering and foundry industries. The thesis is divided into literary and analytical part. Literary part is based on information related to the management of human resources, characteristics of midsize enterprises, personnel work and personal activities within midsize companies and it is based on domestic and foreign literary sources. The analytical part deals with analysis of selected personnel activities in the company MOTOR JIKOV Fostron plc and proposing more effective function in these areas. The obtained information allow to suggest the arrangements for improvement of this system.