MANAGEMENT OF STRATEGIC HR
Scenario: You have just been hired as the new Director of HR at a mid-sized company of 40 employees. The company’s name is Florida Wireless, which is an authorized agent for Verizon Wireless. Florida Wireless has 5 retail locations throughout Central Florida. The stores are all very busy. Customers wait in long lines. The Customer Satisfaction Survey indicates very poor service. The sales/customer service representative turnover is high. Even though the stores are busy, the store managers are not making the sales objectives set by the owners. Store manager turnover is also high with the exception of the 3 family members of the owners. You were hired by the owners to keep the stores staffed (they are currently in need of 11 sales/customer service reps), keep the company in good standing for all government regulations, and increase the proficiency of the sales reps.
You find out that there are no job descriptions, no performance appraisals, and no standards other than the number of new cell numbers that must be sold every month.Compensation tends to favor family members and it is not standardized. Sales reps have a small base salary plus commission for each number sold. A quick tour of the retail locations indicates several safety hazards such as torn carpet and crowded electrical outlets.
The owner said: “Since you are a graduate of the Seminole State BIM program, I know you can turn this around in 3-6 months!” “You have total autonomy to create whatever we need and just give me a plan!”
You need to provide:
1) An executive overview of what needs to be done and the priority, budget needed (if necessary), and timeline of all recommendations. (THIS WILL BE YOUR POWER POINT PRESENTATION)
2) A binder that includes:
a. Written Executive Overview
b. Detailed plan of action including:
i. Job descriptions (For sales reps, store manager, and assistant manager)
ii. Performance Appraisals
iii. Compensation recommendations (Direct and Non-Direct)
iv. Recruiting Plan for sales/customer service reps and managers
v. Training Plan (What training needs to be provided? How will you determine what training needs to be provided? Who will provide the training? What will be outsourced? Budget needed?)
vi. Safety Plan
vii. Recommended “Code of Ethics” (research other companies)
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