An Analysis of Recruitment and Selection practices into Customer Services Sector

ABSTRACT

The concept of recruitment, training and development are the significant aspects of all the organizations working in the business sectors. It is the responsibility of the HR department to develop and implement sophisticated plans for the working and functioning of human resources. In linkage with the subject of recruitment, training and development of employees, this study explores the concepts in the UK's largest retail organization Tesco. The research focuses upon the concepts of recruitment and employee training and development in a holistic sense. It undertakes to perform qualitative and quantitative research and discusses the subject in a comprehensive manner.

Table of Contents

Tesco Plc-Organizational Background1

Research Objective3

Research Question3

LITERATURE REVIEW4

Recruitment, Training and Development4

Recruitment5

Training7

Development8

Employee Training and Development10

Career Development13

METHODOLOGY17

Research Design17

Research Method17

Research strategy18

Ethical Concerns18

Validity19

Reliability/Dependability21

Conclusion22

An Analysis of Recruitment and Selection Practices into Customer Services Sector

Tesco Plc-Organizational Background

Tesco is a leading food and grocery retailer. The company operates 4,811 stores in 14 countries worldwide. Tesco is running its services in UK and many other countries across United States of America and Asia. The company operates in a single segment, retail. However, Tesco's operations can be examined by the store formats operated by it: Express Metro, Superstore, Extra and Homeplus. The company has over 961 Express stores (up to 3,000 sq ft) offering fresh food at convenient locations. Tesco uses different channels to provide it customer with the quality services. The following are the channel that Tesco uses.

Online shopping channels

Tesco.com and

Tesco Direct.

Tesco also provides its customer with other services like broad band internet connection and telecommunication serviced. Tesco offers telecommunication services with the help of 50-50 joint venture, and mobile company is also involved in this services. Financial services are another service that Tesco is providing to its customer. Tesco offers this service through Tesco bank; there is a variety of ranges their service like saving accounts and credit cards. The company also operates Dunnhumby which offers consumer insights; market-related research also supports the Tesco Clubcard. Dunnhumby provides these services to external clients. The future retains numerous, distinct scenarios for Tesco. The business has currently developed into a worldwide business. One of their likely future strategies could be dedicated to gathering a spectacular clientele service, as they have currently developed enough. Another likely strategy Tesco could take would be to extend their present crusade in growth. Eventually the business could set up an international command and monopoly over food and house pieces distribution. This would make it an unstoppable force as by this time they would have acquired out competing risks for example, Sainsbury's or other supermarkets and there would not be any other shops that would be adept to compete, particularly since Tesco has an online buying characteristic accessible to any individual with an Internet connection (Achenreiner & John, 2007, Pp.45-50).

The organizations these days have been experiencing resilience, change and increasing competition at a much faster rate. The speed of innovation, creativity and productivity is rapidly increasing and only the privileged organizations, which allow themselves no leverage, are able to ...