CASE STUDY WEEK 8
Case study on PHG
Bhupindra Malla
International American University
HUMAN RESOURCE MANAGEMENT
Professor: Luis Lopez
Kings College (MBA 2nd trimester)
INTRODUCTION:
People’s home gadgets (PHG) is a company which provides electronics and appliances of very low cost to very high end. For employee’s long term well-being and success, PHG philosophy for managing customer service representatives. PHG typically hire a people through employee referrals rather than newspaper and give a training to customer service representatives about product to ensure that they can respond to customer questions and knowledgeable. Company has six stores and more focus on customer service and low cost. President of PHG realized that he doesn’t have more time for managing people and their issues. So he hire a new full time HR manager to design an HR system and reduce a turnover customer representatives.
Recommendations for HR system
Internal and external alignment HR system have to recommend for the customer service representatives at the six store by newly appointed HR manager Paula. Internal alignment help on how well employee management practices support one another as well as aligned across the primary activities. To manage the employee competencies, at the period of recruitment, training and selection they need to reinforce rather than conflict with one another. External alignment comply with regulatory issues and cope with environmental factor. Company more focus on three primary HR activities to meet their organizational demand. Company faces organizational demand from culture, company strategy, where environmental factor are labor force trend, ethics, company characteristics and regulatory issues. So new HR manager should focus on internal as well as external alignment to meet company goal.
Strategic performance driver
Strategic performance driver means company realize the potential of its source of competitive advantage. At PHG, high customer service through customer
Bhupindra Malla
International American University
HUMAN RESOURCE MANAGEMENT
Professor: Luis Lopez
Kings College (MBA 2nd trimester)
INTRODUCTION:
People’s home gadgets (PHG) is a company which provides electronics and appliances of very low cost to very high end. For employee’s long term well-being and success, PHG philosophy for managing customer service representatives. PHG typically hire a people through employee referrals rather than newspaper and give a training to customer service representatives about product to ensure that they can respond to customer questions and knowledgeable. Company has six stores and more focus on customer service and low cost. President of PHG realized that he doesn’t have more time for managing people and their issues. So he hire a new full time HR manager to design an HR system and reduce a turnover customer representatives.
Recommendations for HR system
Internal and external alignment HR system have to recommend for the customer service representatives at the six store by newly appointed HR manager Paula. Internal alignment help on how well employee management practices support one another as well as aligned across the primary activities. To manage the employee competencies, at the period of recruitment, training and selection they need to reinforce rather than conflict with one another. External alignment comply with regulatory issues and cope with environmental factor. Company more focus on three primary HR activities to meet their organizational demand. Company faces organizational demand from culture, company strategy, where environmental factor are labor force trend, ethics, company characteristics and regulatory issues. So new HR manager should focus on internal as well as external alignment to meet company goal.
Strategic performance driver
Strategic performance driver means company realize the potential of its source of competitive advantage. At PHG, high customer service through customer
References: Lepak, D., & Gowan, M. (2009). HUMAN RESOURCE MANAGEMENT. DELHI: prentice hall. www.i4cp.com. (n.d.). Retrieved from i4cp web site: http://www.i4cp.com/trendwatchers/2013/04/24/four-strategies-that-drive-high-performance-workforce-planning