The synergy between human resources and operations commitment at a selected car rental company

Abstract

Due to high staff turnover of the front line staff appointed as Rental Sales Agents, it has been established that this creates disharmony in the work place for the remaining employees that have been in their roles over a long period of time. From observation, employee morale is affected, due to stress, longer working hours and other related factors due to being short of manpower in the relevant business unit. A study by Zheng (2017), asks: Does Staff Turnover Affect Productivity? Zheng (2017), states that in the Corporate World of Business, each company’s productivity is complex and measured differently, but the one factor that remains constant and always hurts productivity is employee turnover. “When employees are constantly moving, it is difficult to maintain the level of output; that’s mainly because new employees need time to train and to get used to the work, before they reach full productivity”. The researcher has confirmed that the organisation in this study is a reputable brand that is a leader in the car rental service industry. It can therefore be argued that in order to remain a leader in the industry, it requires the appropriate resources in order to be able to stay ahead of its competitors. One of the key resources identified in this study is, Human Capital. Human Capital should be equipped with the requisite skills to be able to assist the customer fully. This will enable operations to successfully achieve its goal through its people which is the main function of an effective HRMS, defined as Human Resource Management System. It is alleged that synergy between the Operations and Human Capital Department is not cohesive and is therefore impacting on productivity, satisfaction and organisational commitment at the selected Car Rental Company. In order for this organisation to be in line with its vision, which is to exceed customer expectations at every Interface, it has been established that employee commitment, as brand ambassadors has to be aligned and re-enforced for maximum productivity which can be maintained, hence, according to Dattagupta (n.d), “organizational effectiveness points towards effective, prudent and strategic use of all the organizational resources, namely, Human, Financial and Technological resources for creating a competitive advantage. The organizational effectiveness also calls for creating sustainable growth and development by taking care of not only the senior shareholders' expectations, but also the expectations of the junior stakeholders. It also means that Management makes the right ethical decisions in the interest of all the stakeholders, which includes all the employees of the organisation”.