The essay topic is:
‘You are the HR manager of a large chain of high-street retail stores operating in London. The current customer services manager of the chain is about to retire. You have been asked to hire a new customer services manager who will be responsible for the provision of customer services across all of its high-street stores. Outline and explain the steps you need to follow to successfully hire and retain the new customer services manager. How will the current state of the UK employment market affect your resourcing approach? Use academic sources to support your answer.’ (2,500-3,000 words)
Instructions to students:
This is an academic essay and student answers should be based on academic theory and not on professional practice. Theory used in the essay should be backed up by the use of full and consistent citation, both in text and in a full reference list provided at the end of the essay (the Business School Referencing guide can be found at http://unihub.mdx.ac.uk/Assets/business.pdf). A good approach to the essay topic would:
(i) Provide an effective introduction establishing the resourcing process using appropriate academic sources.
(ii) Discuss the role of HR planning and/or succession planning in the resourcing process and discuss how they could be used in the customer services scenario;
(iii) Explain the importance of the job analysis (job description & person specification) and/or competency framework and how it is relevant to the customer services manager;
(iv) Present and justify the choice of internal and/or external recruitment tools and selection techniques appropriate for hiring the customer services manager;
(v) Discuss the importance of an effective induction and appropriate retention strategies in ensuring that the customer services manager effectively settle in his/her new role and does not leave the organisation;
(vi) Discuss the current state of the UK employment market and how it might affect your resourcing decisions for the customer services manager;
(vii) Provide an effective conclusion.