Management of Human Resources in Vodafone's Call Center in Guildford

MANAGEMENT OF HUMAN RESOURCES
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Executive Summary
This report presents an HR strategy for Vodafone as it sets up its call centre in the UK. The proposed HR strategy incorporates the use of the best-fit approach, which is preferred when the HR strategy needs to support the business strategy. The strategic objectives of the HR strategy are to:
* Attract, identify, and recruit the best talent for the new call centre roles
* Provide training and career development opportunities for employees in the new roles
* Develop performance management systems that encourage high-quality customer services at the new call centre
* Develop a reward system that motivates employees and enhances the achievement of organisational objectives at the new call centre.
* Foster an inclusive culture that facilitates diversity in the new call centre
Four HR functions are analysed; resourcing, recruitment and selection, reward, performance management, and human resource development. In addition, the report examines diversity management as part of effective HR management. The report finds that Vodafone can set up the call centres using an HR strategy that incorporates the following perspectives:
* A systematic approach in recruitment and selection of employees
* A total reward approach in reward management
* A merit-based approach in performance management
* A hybrid approach of formal and informal learning in HRD
* A diversity management program integrated within the company’s corporate social responsibility strategy
Table of Contents TOC \o "1-3" \h \z \u Executive Summary PAGEREF _Toc86423481 \h 2Introduction PAGEREF _Toc86423482 \h 4HR Strategy: Best Fit Approach PAGEREF _Toc86423483 \h 4Resourcing, Recruitment and Selection PAGEREF _Toc86423484 \h 5Reward PAGEREF _Toc86423485 \h 7Performance Management PAGEREF _Toc86423486 \h 8Human Resource Development PAGEREF _Toc86423487 \h 10Diversity Management PAGEREF _Toc86423488 \h 11Conclusion PAGEREF _Toc86423489 \h 12References PAGEREF _Toc86423490 \h 13Appendix PAGEREF _Toc86423491 \h 15
Introduction
Human resources are some of the best and most crucial assets of an organisation. As such, human resource (HR) practices should focus on building skills and competency and encouraging employee behaviour that meets the goals of the business. The purpose of this report is to develop an HR strategy for Vodafone’s new call centre in Guildford. Vodafone recently made a strategic business move to open a new call centre by announcing 2,100 call centre roles in the UK. The goal of this business strategy is to improve Vodafone’s customer service systems and outcomes. This has necessitated the development of an HR strategy that will address recruitment and selection, rewards, performance management, HR development, and diversity management issues to support the business strategy. A best-fit approach will be adopted to ensure that the strategy is relevant to the UK context. According to Reiche et al. (2019, p.55), looking at contextual differences of markets ensures the best HR strategies are applied for a specific context, hence the need for a best fit approach. Voda...