B628 Organizations and People

Answer 1

 
Table: Balanced scorecard for Societe de transport de Montreal (STM)

Adopting the situational leadership style, the external consultant needs to consider the financial flexibility for identifying the performance indicators in the Staff Division and Workforce Planning in Societe de transport de Montreal (STM).  This assessment would enhance the awareness on the approaches towards improving the service offering for altering the standards and quality of the services. The staff acceptance towards the measures are also to be considered, before the identification of the indicators. This consideration is importance for gaining an insight into the areas, where the staffs might expose resistance. This resistance, would, in turn, pose as a challenge in application of the change management models. Along with this, the average hours served by the staffs for achieving customer satisfaction is also to be taken into consideration by the external consultants. Recruitment levels and profit margin are integral components for consideration, which would reflect the application of situational leadership style for the external consultant.

Answer 2

In the introductory meeting with my client from Societe de transport de Montreal (STM), I would present an overview of the situation, stating the dire consequences, which can adversely impact on the human resource management. I would remind the client of the aim to reinforce strategic planning towards staff planning and workforce division.

 

I would suggest the client that OPM model can be adopted for the workforce division and staff planning. According to the model, strategic planning towards capacity building would be the main aim for reducing the skill gaps of the staffs. For this, the methodology would be to conduct workforce analysis in terms of the learning needs. Based on this analysis, action plan and agenda can be conducted for human resource utilization for conducting the operations. The learning speed and practical application of the learnt skills by the staffs is to be monitored for estimating the future nature of the operations in the future financial years in terms of the customers needs. This monitoring would enhance the awareness on the need for additional training for the staffs. I would suggest the client to main focus on the scientific management theory, which would focus on the labor production for the accomplishment of the identified goal of increasing the product offering by 32%. I would also propose Herzberg’s Two Factor motivation theory which would be effective if lucrative incentives, perk benefits and bonus, along with the individual recognition measures are adopted for luring the new joinees. These aspects would be effective for gaining their trust towards invested efforts for enhancing efficiency in the operations.

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