Personnel Management

Definition

Personnel Management

the endeavor management task of properly managing the human resources of an endeavor or center

Classification

As illustrated in the preceding figure, Personnel Management is part of the following inheritance hierarchy:

• Type: Abstract
• Superclass: Endeavor Management Task
• Subclasses:
  • Endeavor Personnel Planning
  • Center Personnel Planning

Responsibilities

The typical responsibilities of Personnel Management are to:

• Provide adequate and appropriate staffing to:
  • An endeavor:
    • Enterprise.
    • Program.
    • Project.
  • A center:
    • Contact Center.
    • Data Center.
    • Reuse Center.
• Provide overall administrative leadership to this staff.
• Organize the staff in terms of teams, roles, and persons.
• Staff these teams and roles with appropriate persons.
• Provide administrative oversight to the staff.
• Maintain the staff’s morale.
• Ensure ongoing staff development.
• Thereby minimize or eliminate staff-related risks.

Preconditions

Personnel management typically may begin when the following preconditions hold:

• Either the:
  • Endeavor has started or the
  • Center exists.
• The management team is adequately:
  • Staffed.
  • Trained in personnel management.

Completion Criteria

Personnel management is typically complete when the following postconditions hold:

• Either the:
  • Endeavor has been completed or the
  • Center has been retired.

Steps

Personnel management involves the management teams performing the following steps in an iterative, incremental, parallel, timeboxed, and ongoing manner:

• Provide Staffing.
  • Produce or obtain appropriate job descriptions.
  • Hire, evaluate, and fire contact center staff.
  • Staff the teams and roles by assigning appropriate persons to them in a way that best meets the needs of both the endeavor or center and the staff.
  • Continually ensure that adequate and appropriate persons are allocated to the teams and roles to enable them to fulfill the mission and objectives of the endeavor or center.
  • Eliminate risks due to inadequate personnel.
• Provide Leadership.
  
  • Provide overall administrative leadership to the teams, roles, and persons.
  • Establish and communicate high-level priorities for staff performance of major work units.
• Provide Organization.
  
  • Work with the process team to properly organize the endeavor or center in terms of:
    • Teams
    • Roles
    • Persons.
  • Maintain the resulting organization charts as teams change over time.
• Provide Personnel Oversight.
  
  • Establish, enforce, and maintain appropriate personnel conduct policy.
  • Continuously evaluate team performance.
  • Continuously work with the teams to ensure that they are appropriately prioritizing their tasks.
  • Continuously evaluate personnel performance.
  • Continuously evaluate personnel effort (e.g., work hours, vacation time).
  • Continuously ensure that personnel are not overallocated.
• Maintain Morale.
  Maintain the morale of the personnel:
  • Motivate the staff (e.g., celebrate achievements, reward success).
  • Mitigate staff friction.
• Ensure Staff Development.
  Ensure ongoing personnel development by making sure that all personnel:
  • Are adequately trained to meet the responsibilities of their associated roles and teams.
  • Have adequate experience to perform their tasks.
  • Have adequate time and opportunity to grow as professionals.

Techniques

Personnel management typically involves the following techniques:

• Job interviews.
• Performance evaluations.

Work Products

Personnel management typically results in the production of all or part of the following work products:

• Management Set:
  • Interview Checklists.
  • Interview Reports.
  • Job Descriptions.
  • Organization Chart
  • Personnel Evaluations

Guidelines

• Plan for changing staffing levels.