Browsing by Author "Karásková, Jana"
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- ItemPřístup k managementu lidských zdrojů v telefonních centrech a jeho vliv na fluktuaci zaměstnanců(Technická Univerzita v Liberci, 2007) Karásková, Jana; Žuková, HelenaThis project is focused on relationship between approach to human resource management and labour turnover in the call centre industry, particularly in financial call centres in the Czech Republic. Theoretical background for this piece of work is engaged in two main areas. Firstly, the modern approach to human resource management and its link to the retention policy are discussed. Two basic models of human resource management are emphasised to be developed in the primary research. Secondly, the unique world of the call centre industry is investigated. The central challenge of call centre management is to achieve a trade-off between cost minimisation and high-quality customer service. The authors consider achieving this balance to be problematic and the debate surrounding which concept of human resource management is typical of modern call centres is lively and controversial. The corresponding researches report relatively high job satisfaction but a serious degree of job stress and high labour turnover in the call centre industry. Primary research of this work is aimed to investigate the labour turnover rate, applied concept of human resource management, employee well-being and the linkages to each other. To meet the scope of this research, interviews with managers, an interview with an independent psychologist as well as an employee questionnaire survey were realised. The results of this project seem to be relatively optimistic. The labour turnover rate is surprisingly low in both investigated call centres probably due to use the soft model of human resource management. The employee survey indicates high job satisfaction but a substantial degree of perceived job stress at the same time. This study shows that the view of the call centre industry should not be black and white. The investigated call centres prove that it is possible to manage the call centre more or less humanly, in a satisfactory manner.
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- ItemUplatnění principů Talent managementu ve společnosti Preciosa, a.s.(Technická Univerzita v Liberci, 2009) Karásková, Jana; Maršíková, KateřinaThis dissertation is focused on applying of talent management principles in Preciosa Company. Talent Management is a significant strategic part of human resource management, which involves process of selecting (targeting), recruiting, development and retention and making the best of workers with above-average results and a potential for future growth. There are two main goals of talent management namely improving performance at all levels and stabilisation of highly valued people in a company. Talent management is now being introduced in Preciosa Company in order to achieve the above mentioned goals. The aim of the dissertation is to describe the current level of talent management in Preciosa and to suggest particular ideas and steps, which should be taken and implemented so the talent management there can be further developed. The main idea behind the suggestion is differentiated approach along with transparent and open system. The entire process of working with talents is proposed and, at the end of the dissertation, economically evaluated.