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首页> 外文会议>ASQ(American Society for Quality)'s 56th Annual Quality Congress May 20-22, 2002 Colorado Convention Center >HOW SMALL BUSINESS DESIGNS WORLD-CLASS HR SYSTEMS
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HOW SMALL BUSINESS DESIGNS WORLD-CLASS HR SYSTEMS

机译：小企业如何设计世界一流的人力资源系统

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摘要

Pal's Sudden Service is a small, regional, 17 stores, quick service restaurant chain. Using the Baldrige criteria and performance excellence to focus on meeting and exceeding customer needs, Pal's has designed world-class approaches that have achieved outstanding business results. Some of the outstanding business results include benchmark service times, benchmark in customer repeat business, customer count growth, complaints, profit percent. This would not be possible with outstanding Human Resource (HR) systems. Pal's has used performance excellence principles and the Baldrige criteria to design world-class HR systems. This paper will highlight the approach used by a relatively small business to design world-class HR systems. Pal's HR systems and approaches have not only produced superior business results, but have made Pal's the employer of choice among both long-term mangers and student employees. Pal's employee turnover is at benchmark levels and is less than half the level of its best competitor. Pal's has designed HR systems that balance both the hard and soft side of management to provide a mix that produces both benchmark employee productivity while having high and increasing employee satisfaction. This paper will design the approach and logic used to design the HR systems and thus provide lessons learned that can be used many other businesses. Hear the story from the CEO of Pal's who has personally designed many of the HR processes used at Pal's.
机译：Pal's Sudden Service是一家小型的区域性17家商店，提供快速服务的餐厅连锁店。通过使用Baldrige标准和卓越的性能来专注于满足和超越客户需求，Pal's设计了世界一流的方法，并取得了出色的业务成果。一些出色的业务结果包括基准服务时间，重复客户业务基准，客户数量增长，投诉和利润百分比。出色的人力资源（HR）系统将无法做到这一点。 Pal's使用卓越绩效原则和Baldrige标准来设计世界一流的HR系统。本文将重点介绍小型企业用于设计世界一流的HR系统的方法。 Pal的HR系统和方法不仅产生了出色的业务成果，而且使Pal成为长期经理和学生雇员中首选的雇主。 Pal的员工流动率处于基准水平，不到其最佳竞争对手的一半。 Pal's设计了可平衡管理的硬性和软性两方面的人力资源系统，以提供既能产生基准员工生产力，又能提高员工满意度并提高其满意度的组合。本文将设计用于设计HR系统的方法和逻辑，从而提供可用于许多其他业务的经验教训。听听Pal's首席执行官的故事，他亲自设计了Pal's所使用的许多人力资源流程。

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