Human Resource Management

Case 1
 16600 stores across
50 countries Stores positioned in high
traffic areas

Key products are coffee, pastry,

Online & in store
beverages, merchandise
experience
Workforce Requirements

Which skills would be

Replaces a relative approach
1 5 increasingly/decreasingly
valuable for future

Which will be hardest to fill

Decisions are based on risk
2 4 externally/internally
audit

3
Which roles will have the
bigger impact
Strategic resources

Retail forecast Pivotal roles

workshops
Dashboard analytics

Talent segments
Environmental scanning
 SWOT Analysis
• Profitable organization serving high end coffee

S
Strengths
•
•
having a profit of more than $600 million
globally
Strong ethical values and mission.
High market share and growth and limited
W
Weakness
•

•
•
Creativity and innovation might falter over
time.
Lack of diversification into related sectors.
Excessive perfection leads to employee union
competitors

O
Opportunity
•

•
Diversifying product range and partnering with
rivals and suppliers to tap emerging markets.
Brand franchising and educating communities
about having a cleaner image about coffee
T
Threats
The market entry of numerous copycat brands that
imposed as threats.
Exploiting workers using a minimal wage and
higher work standards
 Metrics

Cost leadership Differentiation Focus

Provide Increase customer

Creating low portfolio from high
differentiation in
condition stores ranked to upper
menu other than
under Starbucks middle class
standard items
without
compromising quality
Case
C 6
The core strategy of Hotel Paris is to use
superior guest service to increase length of
stay and return of guests. This requires
making a proper job description to recruit
employees
 Key Criteria

Persistence in serving guests.

Responding guests call as soon as possible
Behave in the way that the customer is always right.
Able to extend guest supportiveness when engaged in
other works
Job Description

Job identification
Responsibilities and duties
Standards of performance
Case
C 4
 Hubspot.com Incentive Plan

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Have a merit based compensation
plan irrespective of age, experience,
position, skills.

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Set SMART goals for all salesperson.
This would help in measuring
efficient performance of employees
Use of non financial rewards to feel
employees respected and valued
amongst all others so that
salespeople keep in touch with
clients
 Hubspot.com Incentive Plan

The service might not seem useful which the

customers are holding onto it, like offering rebates
if they hold onto it or one month free if the
customers subscribe back in order to retain good
customers
Carter Cleaning Company
 Carter Cleaning Company
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Case
C 2
The Fast Food Chain

Wages, Bonuses, Profit Sharing

Retirement plans, Sick Leave, Purchase

discount
Key behavior Indicators

Keeping both hands moving at the drive

through window

Working During Idle time

Repeating customer order back to them

 Key Analysis metrics

Drive Through Time Gross profitability

Employee Turnover
Financial incentives

$25 for 50 behavior

$50 for 50-100 behavior
$75 for over 100
Non Financial incentives
 Results

Drive through turnover Group turnover

Profits increased by 36% with
increased by 19% and increase by 13% and
non financial rewards and 30%
13% respectively 10%
with financial reward
CaseC3
 Pearson Urgent Care
Compensating staffs based on customer satisfaction

Asking customer to complete survey

Support line to resolve complaints

Monthly employee review

Friendly staff
Chevrons (rows) 4
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