A typology and assessment of human resources performance in the financial services industry: The human resources scorecard perspective

Abstract

Under the trend of fl ourishing development and rapid transformation in global fi nancial markets, the domestic fi nancial service industry needs to adjust their strategies more actively to accommodate to such a global trend. As these changes can not be implemented without manpower, the importance of human resources is more signifi cant then ever. The human resource management performance plays a vital role in reinforcing a company's competitive advantage. The way to measure human resource performance is an essential part in evaluating competitiveness. Academics and professionals have pay attention to developing the model measuring human resource performance. The purpose of this paper, therefore, is to develop a human resource performance measurement model that is suitable for Taiwan's fi nancial service industry through the collection and summarization of the literatures about human resource management, performance evaluation, balance scorecard and human resource performance, in conjunction with expert survey and analytic hierarchy process. The measurement model in this paper consists of four constructs: fi nance, customer, operation, and learning. Each construct is divided into two or three sub-constructs, and consists of some indices. The corresponding weights for each construct and index are computed by using the method of analytic hierarchy process. The results show that the order of importance for measurement constructs is customer, learning, fi nance, and operation. Among measurement indices, the index of employees' satisfaction on their jobs has the highest weight of importance. The results of this paper can provide some references for the fi nancial service industry while they measure human resource performance.

Pengukuran Kinerja Aparatur Sipil Negara (Asn) Pengampu Pariwisata Di Provinsi Riau Menggunakan Human Resource Scorecard

“…Menurut (Panudju et. al., 2017, Chuang et. al., 2011 HRSc dapat mengukur efektivitas maupun efisiensi SDM sehingga dapat menggambarkan kontribusi SDM tersebut bagi kesuksesan suatu organisasi.…”

Exploring competitive strategic performance consistency in service organizations

“…Jääskeläinen and Laihonen (2013) stressed the need to understand the challenges associated with non-traditional PM and the importance of understanding the process of applying them in a service environment. Service output hinges on individual employees possessing adequate skill and experience, the quality of the production system and the value of interactions between employees and customers (Chuang et al , 2011; Masum et al , 2015; Grönroos and Ojasalo, 2004; Lonnqvist and Sillanpää, 2011; Jääskeläinen and Laihonen, 2013).…”

“…For instance, Harris and Mongiello (2001) highlighted that managers initially give more emphasis to learning and growth when they seek to improve hotel’s business performance. However, Chuang et al (2011) have found that the customers aspect is the most important when measuring performance in the financial service industry, whereas Wang (2012) found that internal processes – knowledge management – is the most important aspect in consulting firms and that learning and growth was ranked second. Jääskeläinen and Laihonen (2013) believe that the customer aspect has not been fully recognized when measuring the performance of service firms, even though service firm’s performance is a customer-specific phenomenon.…”

“…Likewise, business firms are dispersed worldwide and operate under different cultural norms. Even though many firms use similar PM frameworks, these frameworks may generate different outcomes because of differences in cultural contexts (Chuang et al , 2011).…”

Analysis of occupational burnout utilising Maslach inventory: a case study of Turkish male seafarers

“…A low sense of personal accomplishment is a decrease in the sense of achievement as a result of the individual's negative feelings towards work (Chuang et al 2011). These three dimensions come together in a certain process and cause individuals to display symptoms of burnout syndrome.…”