Obstacles of human resource planning that affect workers in delivering quality services
-
DOIhttp://dx.doi.org/10.21511/ppm.17(2).2019.08
-
Article InfoVolume 17 2019, Issue #2, pp. 114-123
- Cited by
- 1509 Views
-
244 Downloads
This work is licensed under a
Creative Commons Attribution 4.0 International License
The paper aimed to identify the obstacles of Human Resource Planning (HRP) that affect workers in delivering quality services to public within the customer centres of the municipality located in South Africa (SA). Since, HRP is well known as a tool that resolves the existing and future organization obstacles by confirming that the right employees are placed in the right positions at the right time. The investigation of the paper used mixed methods, which encompasses both qualitative and quantitative methods in its data collection. From the target, only 45 workers completed a questionnaire and only seven supervisors participated in one-on-one interviews. Results reveal the lack of both internal and external factors, which include a shortage of workers to perform the duties of the municipal in the customer centres. This includes demographic issues, lack of education qualifications, recruitment policies, insufficient working tools, working environment and career growth. The recommendation is to implement a strategical recognition for good performance to workers and to look for other venues with enough space to deliver quality services. Lastly, there is a need to establish and implement strategies of promotion and growth within the municipality.
- Keywords
-
JEL Classification (Paper profile tab)L88, O15
-
References24
-
Tables12
-
Figures0
-
- Table 1. Frequency showing the demographics based on race, gender and age group
- Table 2. Frequency showing the equipment and tools
- Table 3. Frequency showing the equipment repair
- Table 4. Frequency showing the communication and interactive skills coaching
- Table 5. Frequency showing the managers support if there are problems
- Table 6. Frequency showing the recruitment policy on quality services
- Table 7. Frequency showing the employee development program
- Table 8. Frequency showing the good performance recognition
- Table 9. Frequency showing the monthly plan discussion
- Table 10. Frequency showing the work performance monitoring
- Table 11. Frequency showing the planning with supervisors
- Table 12. Frequency showing the promotions
-
- Al-Wahshi, A., Omari, M., & Barrett, R. (2013). Human Resource Planning: Sector Specific Consideration. Public Sector and Not-for-profit.
- Auditor-General Report (2011). Integrated Development Plan (2011–2016). EThekwini Municipality.
- Auditor-General Report (2012). Draft Integrated Development Plan: Annexure 9. EThekwini Municipality. A. & Huang, X. (2012) Advances in Computer Science and Education. London: Springer.
- Colley, L., & Price, R. (2010). Where have all the workers gone? Exploring public sector workforce planning. Australian Journal of Public Administration, 69(2), 202-213.
- Dom, N., Kasim, N., & Shamsuddin, A. (2012). Framework of human resource planning (HRO) influencing factors for local workforce supply in Malaysian construction industry. Journal of Technology Management in China, 7(2), 177-197.
- Ghazala, L., & Habib, J. (2012). Human Resource Strategies. Journal of Business and Management, 3(6), 6-13.
- Jacobson, W. (2010). Preparing for tomorrow: a case study of workforce planning in North Carolina municipal governments. Public Personnel Management, 39(4), 1-21.
- Koma, S. B. (2010). The State of Local Government in South Africa Issue, Trends and Options. School of Public Management and Administration. Journal of Public Administration, 45(1), 111-120.
- Macharia, A. L. W. (2016). Factors influencing Human Resource Planning among insurance firms in Kenya. School of Business, University of Nairobi.
- Maina, D. K., & Kwasira, J. (2015). Role of Human Resource Planning practices on employee performance in country governments in Kenya: A case of Nakuru Country. International Journal of Economics, Commerce and Management, 3(5), 1569-1580.
- Makanyeza, C., Kwandayi, H. P., & Ikobe, B. N. (2013). Strategies to improve service delivery in local authorities. International Journal of Information Technology and Business Management, 15(1).
- Manwunga, A. K. (2011). The role of human resource manager in the public service in promoting professionalism and implementing the charter for public service in Africa. Ethiopia: Addis Ababa.
- Mdlongwa, E. T. (2014). Local Government at the heart of poor service delivery. Public Service Accountability Monitor (PSAM).
- Mpofu, M., & Hlatywayo, C. K. (2015). Training and Development as a tool for improving basic service delivery: the case of a selected municipality. Journal of Economics, Finance and Administration Science, 20(39), 133-135.
- Mugambi, J. (2014). Service quality dimension in health care service delivery: the case for Healthstrat in Kenya (MBA Unpublished dissertation). Nairobi: University of Nairobi.
- Naris, S. N., & Ukupere, W. I. (2009). The effectiveness of an HR code: staff development and training at the Polytechnic of Namibia (Business Papers and Report). Cape Peninsula University of Technology.
- Ndebele, C., & Lavhelani, P. N. (2017). Local Government and Quality service delivery: An Evaluation of Municipality in Limpopo Province. Journal of Public Administration, 52(2), 340-356.
- Nealer, E. (2014). Local government and service delivery in Gerrit van der Walt. In Municipality management: service the people (2nd ed.) (JUTA, pp. 162-180). Claremont.
- Ngcamu, B. S. (2013). The Paradox of the Regional Centres Unit: The case of the eThekwini Municipality. Journal of Economics and Behavioral Studies, 5(7), 432-438.
- Nisha, S. (2009). The need for continues (computer-based) training and development of library staff in a public library (Unpublished dissertation). Pretoria University of South Africa.
- Norman-Majorm, K., & Gooden, S. (2012). Cultural Competency for Public Administrators. M.E. Sharpe Incorporated. New York: Armonk.
- Pretorius, D., & Schurink, W. (2007). Enhancing service delivery in local government: The case of a district municipality. SA Journal of Human Resource Management, 5(3), 19-29.
- Ulfertsm, G., Wirtz, P., & Peterson, E. (2009). Strategic human resource planning in academia. American Journal of Business Education, 2(7), 1-9.
- Xi Anyadike, N. O. (2013). Human Resource Planning and employee productivity in Nigeria Public organizations. Global Journal of Human Resource Management, 1(4), 56-68.