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Essay / Research Paper Abstract
This 11 page paper looks at a call center in order to assess three areas where strategic HRM may be used to improve the overall performance of the firm. The three areas discussed include recruitment, compensation and the use of employee engagement. Each strategy is considered, long with the way t may be implemented and the way it may benefit the firm. The bibliography cites 9 sources.
Page Count:
11 pages (~225 words per page)
File: TS65_TEBGshrm.doc
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Unformatted sample text from the term paper:
British Gas PLC. The division is a business unit which provides a range of services to support the maintenance and repair of gas boilers as well as the servicing and
repair of household electrical equipment, and aiding householder with wiring and plumbing problems1. The firm has a number of problems, one of which has been the caliber of the staff
that have been recruited, poor levels of motivation and a lack of staff which has resulted in the need to undertake agreements with subcontractors for the provision of call center
staff and engineers visiting customers. There has been a shortage of staff, which has been exacerbated by a high attrition rate and has created a negative spiral, which has not
only resulted in high recruitment costs, but has also impacted in the firms ability to serve its customers to the desires quality, with an increase in the number of repeat
calls and complaints from customers. The paper will focus on the call center. The issue may be considered strategically from a human resource (HR) perspective, looking at what may
be undertaken by the company to alleviate the problems and assessing how it may be undertaken. The first consideration will be the implementation of a suitable recruitment strategy, following by
reviewing the compensation strategy for the call centre staff, and implement a employee engagement program to help further employee motivation. These elements may be seen as simple human resource issues,
but if undertaken carefully they will play a strategic role is helping the reorganization reach its goals in line with the concepts of strategic human resources management (SHRM) (Garavan et
al, 1995). 2. Recruitment Strategy The HR process in any organization starts with the recruitment process. If there are flaws at this stage there is the potential for
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