Hello Folks, Is there a major difference in the HR functions and processes carried out in manufacturing and services? If so. what are the key differentiators? Regards GR
From India, Delhi
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From India, Delhi
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Hi, not at all a big difference between these two, any how manufacturing will have IR issues, statutary complaince and more on employees welfare but not so much in Service Sector. regds Vhr
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Hi,
I see the differences between the two as described below.
In manufacturing, the contact with the customer/client/actual user is rather low in terms of visibility and interactions. This could make the HR and/or the management itself less sensitive to the employee needs and quality, and in general to the HR problems.
In the service industry, the contact the customer usually has is with the lowest functionary. It is for this reason the HR has to be more sensitive to the employees' needs and quality, and particularly to the HR problems.
If in a factory there are "red flags" and demonstrations and an ongoing friction with employee organizations, the customers do not bother until their supplies are on schedule in terms of deliveries and quality. But if in a five-star hotel, if the waiter is not courteous in service and in assisting the client/customer, there are immediate problems.
While it is true and essential that HR should always be sensitive to employee needs as much as it must be sensitive to the markets/clients in delivering "service" through its employees and associates (and let there be no compromise on that!), the fact observed is that in manufacturing, for various reasons, the emphasis is more on law, rights, and duties, collective bargaining, and negotiating, in the service sector it is not so!
Therefore, major differentiators between the HR of these sectors are:
1) Level of education of employees,
2) Training to represent themselves in the company's desired profile,
3) Customer contact (this is also changing due to competition anyway!)
4) The nature of the actual work performed by the employees and their awareness of customer response.
No generalizations. There are differences. But the core is constant - HR must aim and attempt to "mould" employees in the vision and needs of the business WITHOUT ignoring the economic, social, and psychological aspirations of employees. Not many of us have evolved/estimated a "profile" that we must help each employee acquire for the good of the organization.
Regards,
Samvedan
December 3, 2006
From India, Pune
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321I see the differences between the two as described below.
In manufacturing, the contact with the customer/client/actual user is rather low in terms of visibility and interactions. This could make the HR and/or the management itself less sensitive to the employee needs and quality, and in general to the HR problems.
In the service industry, the contact the customer usually has is with the lowest functionary. It is for this reason the HR has to be more sensitive to the employees' needs and quality, and particularly to the HR problems.
If in a factory there are "red flags" and demonstrations and an ongoing friction with employee organizations, the customers do not bother until their supplies are on schedule in terms of deliveries and quality. But if in a five-star hotel, if the waiter is not courteous in service and in assisting the client/customer, there are immediate problems.
While it is true and essential that HR should always be sensitive to employee needs as much as it must be sensitive to the markets/clients in delivering "service" through its employees and associates (and let there be no compromise on that!), the fact observed is that in manufacturing, for various reasons, the emphasis is more on law, rights, and duties, collective bargaining, and negotiating, in the service sector it is not so!
Therefore, major differentiators between the HR of these sectors are:
1) Level of education of employees,
2) Training to represent themselves in the company's desired profile,
3) Customer contact (this is also changing due to competition anyway!)
4) The nature of the actual work performed by the employees and their awareness of customer response.
No generalizations. There are differences. But the core is constant - HR must aim and attempt to "mould" employees in the vision and needs of the business WITHOUT ignoring the economic, social, and psychological aspirations of employees. Not many of us have evolved/estimated a "profile" that we must help each employee acquire for the good of the organization.
Regards,
Samvedan
December 3, 2006
From India, Pune
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I see there are differences in the vertical. Manufacturing industry may have both knowledgeable employees and workers, but services will have mostly knowledgeable employees, which makes a difference in handling them. The strategy will be different for both, such as the compensation and incentives used, so management styles can vary between service and manufacturing. However, this is not a constant fact. There are mild changes like this.
From India, Vadodara
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From India, Vadodara
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Hi,
The main difference is line of sight. The line which separates the back office from the front office. In the hospital, for example, the nurse is also front office (not the receptionist alone) because her interpersonal skills are also important. Hence, the way you have to recruit, train, and motivate your employees is different. Effectiveness is more important.
There are many "moments of truth" in the service sector (ref: Jan Carlsson download in the CITERHR download section) whereas in manufacturing, the operating efficiency is more important, and customers don't see the operations. Output is more important. Everything is back office almost. Unions will be tougher.
Regards,
Veera
From India, Thrissur
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The main difference is line of sight. The line which separates the back office from the front office. In the hospital, for example, the nurse is also front office (not the receptionist alone) because her interpersonal skills are also important. Hence, the way you have to recruit, train, and motivate your employees is different. Effectiveness is more important.
There are many "moments of truth" in the service sector (ref: Jan Carlsson download in the CITERHR download section) whereas in manufacturing, the operating efficiency is more important, and customers don't see the operations. Output is more important. Everything is back office almost. Unions will be tougher.
Regards,
Veera
From India, Thrissur
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