HR Management Question Answer 2022

Running head: HUMAN RESOURCE MANAGEMENT
Human Resource Management
Name of the student:
Name of the university:

1HUMAN RESOURCE MANAGEMENT
Answer to question 1
Customers are one of the most important and valuable asset for any business. Tony’s
better connection mobile phone outlet operates in a shopping mall. The main problem that I
would have been addressed is number of employees and staffs. In order to operate any electronic
store there should have been atleast of 3 to 4 technical experts. The store has no technical co-
coordinator and other technical experts to support the sales consultant. The store does not
maintain any customer handling policy (Cascio & Boudreau, 2016). With increasing numbers of
customers their complaints will also start increase which is a common thing for business but for
handling such issues there is not customer service desk. The company has no online support
desk. The intra team communication is weaker.
I would suggest Tony to include online service to the customers with minor technical
issues for interacting with the mobile shop consultant. All the ground level and also
administrative level issues are handling by only two person- Luke Aplon and Tracey Ferndale. In
order to reduce their burden I would suggest hiring 2 to 3 more technical experts. There is no
separate major and minor problem handling policy, therefore Tony should implement customer
service policy. Infact the store also does not maintain any specific time for customer service
operation and compliant maintenance (Cui, 2017). In order to reduce this level of chaos I would
suggest Tony to fix a time (like 2PM to 4PM), customer problems will be resolved. In order to
improve the intra team interaction would suggest arranging periodic meeting.

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Answer to question 2
Jon analysis is referred to as the activities conducted by HR management team of all
businesses consisting of job design, job description, and job specification and as a whole work
description. In order to perform a specific task the skills those an employee need to have are also
part of the job analysis (Elmortada et al., 2020). The HR activities those affected or influence the
case scenario are elaborated in the below section.
Luke Aplon was hired as a sales consultant in Tony’s Better Connection mobile phone
outlet. Luke as hired as a second sales assistant for the company and first sales assistant of the
store was Tracey Ferndale. Before hiring Luke, the roles and responsibilities of Luke was clearly
elaborated to him as a part of HR activity. Apart from that, the other activities that he was
supposed to complete being a sales consultant include stock monitoring, and sales reporting.
The term job description defines the “job”, identifying its content and context as well. It
provides a clear summary of the appointed one’s responsibilities and duties (Gomes,
Hurmelinna. & Olander, 2017). It also demonstrates what the job is and how it has to be
accomplished and performed as well. The job description was clearly elaborated to Luke Aplon
which is a part of HR activities that affected the case scenario. Luke was supposed to achieve the
sales target given to him every month (which include airtime, phones and accessories), satisfy
customers with necessary support and consultancy, and resolve customer’s queries, complete the
updates over new products. The above mentioned responsibilities are the job specification (Jain,
2016). The HR activities in terms of Job Specification are also clearly elaborated to Luke Aplon.
The job design that mentions how to perform the responsibilities is also clear to Luke.

3HUMAN RESOURCE MANAGEMENT
Answer to question 3
Job analysis is referred to as one of the most essential part HR policy. If I have to do job
analysis for Luke Aplon then, the data collection method that I will use is interview. I think that
face to face interview is the best possible method to understand the criteria, though process,
capability, technical skill and interest of a person. In other words with the help of this method I
will get a chance to directly interview the person i.e. Luke Aplon using an interview form for
eliciting information regarding the job. In those cases where direct observation becomes difficult
or not feasible enough interviews is used (Swaminathan, Durgamani & Ganesan, 2020). By
direct face to face interview method I will be able to successfully extract meaning information
from the interview holder (Luke Aplon) related to his job.
This method is though costly and time consuming but still is the best way to understand
the “would be” approach of the person whom I am going to hire for my company or business. It
will help to investigate all the in-depth problems, helps to discover how he thinks and feels. It
will also give me opportunity to listen to his opinion. It helps to add the human dimension to
impersonal data (Morgeson, Brannick & Levine, 2019). Infact I will be able to ask out of box
questions also to the person though interview data collection method.
Answer to question 4
The sales management competencies are demonstrated through multiple numbers aspects.
The competencies of different sales manager are again different from each other. In other words
the capabilities, interest and skill of different person always varies. The competency profile of
Luke is also different from any other sales consultant. A complied competency profile for Luke
Aplon is elaborated in the below section:

4HUMAN RESOURCE MANAGEMENT
Competency profile
Luke Aplon Level
Technical skills Level 3
knowledge regarding mobile
phone
Level 3
teamwork Level 1
Administrative activities Level 1
Adoption power Level 3
Stock monitoring capability Level 1
Customer satisfactory
activities
Level 1
query solving capacity Level 2
Major problem solving
capacity
Level 2
Minor problem solving
capacity
Level 2
complain solving capability Level 1
Communication Level 1
pressure handling capacity Level 1
Strategist Level 2
motivator Level 2
leaders Level 2

5HUMAN RESOURCE MANAGEMENT
The competency levels are differentiated into three levels- level 3 (very good), level 2
(moderate) and level 1 (Low). It is found that knowledge regarding mobile phones, technical
skill and adoption power of Luke are only very good. Rest most of the responsibilities that Luke
Aplon was supposed to accomplish were very low. Due to this reason, the case scenario defines
the job unlucky for Luke Aplon.

6HUMAN RESOURCE MANAGEMENT
References
Cascio, W.F. & Boudreau, J.W. (2016). The search for global competence: From international
HR to talent management. Journal of World Business, 51(1), pp.103-114.
Cui, P. (2017), November. The Research on Strategic Human Resource Management and the HR
Scorecard. In 2nd International Conference on Humanities Science and Society
Development (ICHSSD (2017)). Atlantis Press.
Elmortada, A., Mokhlis, C.E., Mokhlis, A. & Elfezazi, S. (2020). Innovations in HR
Management: a Content Analysis Approach.
Gomes, J.F., Hurmelinna, P. & Olander, H. (2017). HR practices, knowledge sharing and
protection activities, and performance—a moderation model. International Journal of
Innovation Management, 21(05), p.1740003.
Jain, A. (2016). Shift in HR professionals role: critical trends in HR management
practices. International research journal of management, IT and social sciences, 3(5),
pp.38-47.
Morgeson, F.P., Brannick, M.T. & Levine, E.L. (2019). Job and work analysis: Methods,
research, and applications for human resource management. Sage Publications.
Swaminathan, R., Durgamani, M.K. & Ganesan, M. (2020). The Role of HR in Knowledge
Management. Studies in Indian Place Names, 40(19), pp.397-405.