HRM in Tourism

7/30/2019 HRM in Tourism

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HRM: Excellence through Innovation

Prof. (Dr.) Navin Mathur Vice Chancellor

Jai Narain Vyas University, Jodhpur


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HUMAN RESOURCESARE THE LIFEBLOOD OF

EVERY

PRESENT DAYORGANIZATION,

MORE SPECIFICALLY

A SERVICEORGANIZATION

EMPLOYEES ARE THE

FIRST CUSTOMERS OF

EVERY ORGANIZATION

MANAGING

DIVERSE WORKFORCE


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HRM: An Introduction

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The National policy of the Government of India states thatHUMAN RESOURCE is the major engine of economic growth inmost parts of the world.

Several countries have transformed their economies by usingthe HUMAN CAPITAL to the fullest.

Present-day GLOBAL ECONOMY has generated great capacity tocreate large scale employment of a diverse kind from the mostspecialized to the unskilled.

All of us know that generation of massive productive employmentopportunities is what India needs the most.

Service sector is one of the fastest growing sector of India. Growth

in this sector is an outcome of Innovation which is caused byappropriate Human Resource Management.


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Vital Scope of Human ResourceManagement:EFFICIENT PERFORMANCE, LEADING TO

INNOVATION AND EXCELLENCE

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HRM

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HRM is a distinctive approach to employment management whichseeks to achieve competitive advantage through the strategicdeployment of a highly committed and capable workforce, using an

integrated array of cultural, structural and personnel techniques.


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Knowledge Management

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Two key factors for success and innovation are knowledge buildingand the role of the state as a facilitator.

Knowledge management is generally understood as a means of

having better control over the production and usage of explicit andimplicit knowledge.

The paradigm shift in the understanding of information andknowledge management is not just the result of a particulardistribution or retrieval process, using and applying existingknowledge to new problems.

It is also the result of communication, collaboration and socialinteractions.


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Knowledge Map

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KM

KnowledgeManagement

Key Concepts A Bit of Theory

The KnowledgeAgenda

Cases

Action Plan Getting Started

Fad or Fundamental? Why Knowledge, Why Now?

CriticalSuccessFactors

Questions/Discussion


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Contd.

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Knowledge building is a part of knowledge management whichinclude the involvement of Human resource.

The new view on knowledge management does not takeknowledge and information as fixed, but emphasizes theongoing growth and renewal of information and knowledgein a continual process of authoring, sharing and contribution.


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Fad or Fundamental ?

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Goods & Services

Knowledge

Information

Innovation in Products,Services and Processes

Global Customers Changing Needs Time-to-market Smart Products

Customization Service Quality Intangibles


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Roots of Knowledge Management

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KnowledgeManagement

BusinessTransformation

(BPR, TQM, culture)

IntellectualAssets/Capital

LearningOrganization

Knowledge-basedSystems

Innovation

InformationManagement


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Knowledge is different (1)

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Data

Information

Knowledge

Intelligence

Codifiable, explicit Easily transferable

Human, judgemental

Contextual, tacit Transfer needs learning


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Knowledge is different (2)

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Chaotic knowledge processes

Systematic information andknowledge processes

Human knowledge and networking

Information databases and technical networking


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Conversion Process

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Socialization

Internalization Combination

Externalization

From

To

Explicit

Tacit

ExplicitTacit

Source: The knowledge creating company, I. Nonaka and H. Takeuchi


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2 Key Thrusts

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Sharing existing knowledgeKnowing what you know

Knowledge for InnovationCreating and Converting


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Seven Levers

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Customer Knowledge - the most vital knowledge Knowledge in Products - smarts add value

Knowledge in People - but people walk Knowledge in Processes - know-how when needed Organizational Memory - do we know what we know? Knowledge in Relationships - richness and depth Knowledge Assets - intellectual capital


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Knowledge Cycles

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CreateProduct/Process

Innovation Cycle KM Cycle

KnowledgeRepository

Codify

Embed

Diffuse

Identify Classify

AccessUse/Exploit

Collect

Organize/ Store

Share/ Disseminate


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HRD in Tourism Sector

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In service sector specially in Tourism sector, human resourceplays a very crucial role.

This industry requires a human touch along with service withsmile.

The human resource who are working under/for this industryneed to be multi skilled, forward looking, strategic, creative andsystematic thinker.

Knowledge management helps in the Human resource

development by using technology Innovation and creativity in the services provided by service

provider are the two backbone of the Tourism sector. Human resource of this industry are working as a facilitator as

they decide the profitability of this industry.


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Multi Skilled and Forward Looking

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If human resource is multi skilled then it will easily understand theneeds and wants of customer and cater their requirement in a veryeffective manner.

if human resource is forward looking by nature then it can easilyunderstand the future demand and serve the customer in that way


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Strategy

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If industry player/ service provider are strategic thinker i.e. theyare using competitive advantage (if having) or making yourself sound in technology then they will be able to survive in the industry.

Darwin's Survival of the fittest is best suited in this competitiveworld. If the industry players are not acquainted with the recenttrends, fashion, technology etc. then it will mark question mark ontheir future existence.


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Creative Workforce

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Creativity is the success mantra of this industry as uniquenessdecides the profitability.

Creative workforce will increase the customer attractivenesstowards the company which ultimately builds the reputation in theminds of consumer.


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Systematic Workforce

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The systematic approach of workforce towards the work decides thesuccess of any organization and this rule also applies in thisindustry.


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Importance of HRM in Tourism

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Increase labor High labor turnover Dealing with the general public Requires a discipline and special personality


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Challenges

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Lack of skilled labor Working with the general public Visa and legal constraint Dealing with entertainment Competition Seasonal employment Language skills Can be physically demanded Leakages of information and employement


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Conclusion

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Tourism industry requires a human touch along a service with smile. The human resource who are working under/for this industry need

to be multi skilled, forward looking, strategic, creative and

systematic thinker.


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Improvement of HRM in Tourism Industry

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Human Resource Planning Structuring Training Appraisal Incentives Invest in people Profit sharing


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Thank you

Prof. (Dr.) Navin Mathur [email protected]
mailto:[email protected]:[email protected]

HRM in Tourism

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