The Impact of HRM on Service Quality

This assignment examines the crucial role Human Resource Management (HRM) plays in achieving superior service quality within an organization. It delves into how effective HRM practices, including recruitment, selection, training, and development, contribute to attracting, retaining, and motivating skilled employees who are essential for delivering exceptional customer service. The analysis highlights the link between HRM strategies and positive employee outcomes, ultimately leading to enhanced service quality and customer satisfaction.

RECRUITMENT AND
SELECTION IN
BUSINESS

TABLE OF CONTENTS
INTRODUCTION ...............................................................................................................................3
Task 1....................................................................................................................................................3
P 1 Identify how two organisations plan recruitment using internal and external sources..............3
P 2 Explain the impact of the legal and regulatory framework on recruitment and selection
activities. .........................................................................................................................................4
Task 2 ...................................................................................................................................................5
P 3 Prepare the documents used in selection and recruitment activities..........................................5
Task 3....................................................................................................................................................7
P 4 Plan to take part in a selection interview...................................................................................7
P 5. Take part in a selection interview..............................................................................................8
CONCLUSION ...................................................................................................................................9
REFERENCES...................................................................................................................................10

INTRODUCTION
The present report is based on different-different case. Employees are one of the most
important resources of any business, and so it is important for organisations to have a thorough
recruitment and selection process. This is to ensure that the best possible candidate is recruited to
the post. There are many different aspects to consider during the recruitment and selection process,
and this report considers the issues that an organisation should consider as they search for
candidates to recruit. Although in many organisations it is common for functional department heads
to be involved in the process to ensure that technical considerations are assessed during recruitment
and selection. Organisations also face the decision as to whether it is preferable to recruit internally
or externally, and there are advantages and disadvantages to both approaches. Accordingly, this
present report a logical assessment of best practice in recruitment and selection on a life-cycle basis,
beginning with job skills analysis and concluding with the final selection process.
Task 1
P 1 Identify how two organisations plan recruitment using internal and external sources
Explain how two contracting organisation plan recruitment using internal and external
sources. Relation my work to two organisation including Tesco's and Virgin. Recruitment is the process where
best qualified candidates are found and hired which can be from inside or outside of the business.
The process of recruiting candidates includes analysing the job requirements & selecting them by
interviewing them and making a job offers and integrating the new employee to the organisation
(Armstrong and et.al., 2014.).
There's different reasons to recruit people one of employees can also leave or training
because they would like to learn more and gain more skills that will be useful to them in the future.
Other reasons can include sickness& maternity leave& retirement& promotion& injury or an
accident so that they won't be able to do the certain job again properly which can also are the
business. Out however it can depend how long the person is going to be not working and the
business will make the decision if that's the case and they will see what's best for the employee and their
company. Recruit the person to cover tine or certain employee until their back in the state in work& or
example, maternity leave (Bloom and et.al., 2011).
Employees can be recruiting in two different ways Internal recruitment or external
recruitment. Internal recruitment is when the business looks for candidates that are already working
the in company for example sales assistant promoting to floor management. external recruitment is
when the business looks for any best qualified and suitable candidate from outside the business

(Boxall and et.al., 2011).
There's advantages of internet recruitment which includes:-
 Its cheaper and quicker to recruit so it sales a lot of time
 In most cases training not needed as the candidates are already familiar with the business
and how it works
 It provides opportunities for promotion within the business which can motivate the staff
Disadvantages of internal recruitment which includes:-
 No new ideas and skills will be introduced to the company
 Less staff to run the business
 Might create competition and jealousy between staff
The advantages of external recruitment includes:-
 People from outside will bring new skills and ideas to the business
 More staff which can lead a business to be successful
Disadvantages of external recruitment which includes:-
 Longer process so it will be time consuming
 More money will go out from the business because of advertising and interviews Selection
process may not be able to and out the best candidate
 Business may have to provide training
P 2 Explain the impact of the legal and regulatory framework on recruitment and selection
activities.
The UK is governed by 2 key areas of legislation; this includes laws that are passed within
the UK and laws that are passed within the European Union. There are many laws that are there to
protect either employers or employees and that relate to recruitment (Guchait and et.al., 2010).
The Sex Discrimination Act 1975/97:- Ensures that people are not discriminated against
because of their gender, marital status, or because of gender reassignment. If an employer
discriminated against due to these factors they would be breaking the law. It means that people must
be treated equally. There are some jobs that do not need to comply with this act if there is a good
enough reason, for example a sup port worker at a woman’s refuge would have to be female
because of the nature of the role (Guest, 2011). Job advertisements must not state that they are
looking for a specific gender unless they are exempt.

The Race Relations Act 1992:- Makes it unlawful for anyone to b e discriminated against
on the grounds of race, colour, nationality, ethnic origin and national origin. Employees must be
protected from discrimination, victimisation and harassment, and can use an industrial tribunal to
force employers to change the way they operate or seek compensation (Jackson and et.al., 2014).
The Equal Pay Act 1970:- forces employers to pay men and women equally, this can still
be an issue and many people do not feel that there is equal pay among the sexes. The pay includes
all aspects of pay and benefits including sickness benefits, car allowances and pension schemes.
Many women are paid less because of the time they have taken off due to maternity leave and there
have been many debates to discuss whether this is right or not. There are factors within the Equal
Pay Act that protect you during maternity leave. Salary and wages must be determined on
experience and skill not on any other factor such as gender (Kehoe and et.al., 2013).
There are also ethical issues that relate to the process of recruitment, for example interviews
should be consistent and all candidates should be asked the same questions so that it is fair and
easier to compare applicants. Interviewers should be related to or friends with the applicants so that
there is not a personal link with a biased view of the candidate. Many application forms ask if you
have personal links with people that work for the company (Ployhart and et.al., 2011).
Task 2
P 3 Prepare the documents used in selection and recruitment activities
Job Description
Title: Sales Assistants
Reports to: Manager
Location: Sussex, Midlands
Job Summary:-
Looking for someone to fulfil the job vacancy for a sales Assistant at Purple Peach Co. They
need to be approachable, friendly and punctual looking to exceed in giving customers relationship
and helping with enquiries on a daily basis. They need excellent organisation and communication
skills. They will need to answer direct face to face or on a phone regular basis, and greet callers
using professional language and positivity, maintaining a high profile of knowledge.
Date: 14/08/2017
Sales Assistants duties and responsibilities:-
 Sales and market work

 Deliver customers complaints and maintain good relationship
 Communicate efficiently and positively
 Mail and package delivery
 Manage and file documents
 Organise and tidy paper work
Requirements:-
Working experience of sales and customer relationship
Had experience of market
Professional appearance
Ability to sale the product of the company
Person Specification
Job Title:- Sales Assistant
This candidate needs to be able to demonstrate the following core competencies to a high
level and use these to the full in their work. This is more important than having a great deal of direct
experience of the job content, and we will be looking for all the following requirements in a
candidate during the selection process, if you are short-listed.
Essential:
 GCSE in English Language
 Customer focus
 Ability to use knowledge about the market competitors
 Communication skills
 Ability to meet target of company
Task 3
P 4 Plan to take part in a selection interview
Being a HR assistant firstly developed recruitment plan, requited people, and now have to

plenty of people to choose from begin the selection process. The selection process refers to the
select able and qualified candidate for the required vacancy in the organization. Usually, manager
and supervisors will be ultimately responsible for the hiring of individual, but the role of human
resource management is to define and guide managers in this process. The time for all involved in
the hiring process to review resume, weight, the application, and interview the best candidates takes
away time that those individuals could spend on other activities (Definition of the Recruitment &
Selection Process, 2017).
The selection process consists below:-
Contribution of team member in the selection process:- We are five member in my team
one me four are others. First of arrange a meeting in which all the member participants and gives
their suggestions regarding to the selection of new candidates for the organizations. Members
developing a written documents of the selection process (Wright and et.al., 2011). Five of one of
them dividend the work.
One develop interview questions of selection process, other two find out suitable application
for requirement from receiving the application. Remaining two employees working on the set the
eligibility criteria for selection.
Criteria development:- All individuals involved in the hiring process should be properly
trained on the steps for interviewing, including developing criteria, reviewing resumes, developing
interview questions and weighting the candidates. The first aspects to selection is planning the
interview process, which includes criteria development. Criteria development means determining
which sources of information will be used and how those sources will be scored during the
interview (Boxall and et.al., 2011). The criteria should be related to the job analysis and the job
specification.
Application and resume review:- Once the criteria have been developed, application can
be reviewed. People have different methods of going through this process, but there are also
computers programmes that can search for keywords in resumes and narrow down the number of
C.V that must be looked at and reviewed (Jackson and et.al., 2014).
Interviewing:- After the HR manager and manager have determined which application meet
the minimum criteria, he or she must select those people to be interviewed. Most people do not have
time to review twenty or thirty candidates, so the filed is something narrowed even further with
telephonic interview (Kehoe and et.al., 2013).
P 5. Take part in a selection interview.
After giving advertisement the next task of human resource department to take part in

selection process. The human resource manager plays a significant role in selection process. The
selection process is consists of several sequential task. How the human resource department of take
part in selection process is given below:
Selecting a recruitment and selection panels:-The human resource department selects a
recruitment and selection panel for selecting employee for appointment. The member of recruitment
and selecting panels are selected by the human resource director of city link (Wright and et.al.,
2011).
City link is going to employ three Types of new staff:- So, the human resource department
selects three recruitment and selection panel. In each panel the director of particular department in
which new employee is recruited is present. The recruitment and selection panel take the interview
of new candidate (Kehoe and et.al., 2013).
Short listing:-After receiving application of candidates, the recruitment and selection panels
make a short list of applicants by using different short listing method. Some popular short listing
methods are IQ test, taking examination by using MCQ examination, written exam, etc. The short
list of applicant should be given to the human resource department as soon as possible. After getting
the short list the human resource department arrange interview for short listed candidates (Kehoe
and et.al., 2013).
Interviews:-The recruitment and selection panels of city link take the interview of selected
candidates. In interview they asked question about themselves, their background, their educational
background, their experience, about their knowledge, cultural background, etc (Guchait and et.al.,
2010).
Appointment:-The recruitment and selection panels recommend for the applicants who
satisfy the selection panels by attaining minimum criteria for those jobs for final appointment. The
human resource department gives final appointment statement to those applicants who are
recommended by recruitment and selection panels (Bloom and et.al., 2011).
In the report I take part in preparing documents necessary for selection of employees. Then I
give advertisement to gather employees. I also take part in selecting the recruitment panels for
selection of new staff for city link. I play my role in short listing applicants and take part in giving
interviews. I play my role from preparing document to appoint new employees (Guchait and et.al.,
2010).
CONCLUSION
In this report it is concluded that human resource management is identified as the process

through which the organization needs in the changing situations and developing activities they are
essential in full-fill the human resource needs and wants. It is through the HRM, the organization
has managed to recruit and retain the required employees in terms of quantity, skills, experience,
knowledge, ability. The company is presently had the proper staff and hence enabling the
organization to offers the best in term of the quality of the services.
REFERENCES
Books and Journals
Armstrong and et.al., 2014. Armstrong's handbook of human resource management practice. Kogan
Page Publishers.

Bloom and et.al., 2011. Human resource management and productivity. Handbook of labor
economics.4. pp. 1697-1767.
Boxall and et.al., 2011. Strategy and human resource management. Palgrave Macmillan.
CHUANG and et.al., 2010. Strategic human resource management in service context: Taking care
of business by taking care of employees and customers. Personnel Psychology. 63(1), pp.1
53-196.
Guchait and et.al., 2010. The impact of human resource management practices on intention to leave
of employees in the service industry in India: the mediating role of organizational
commitment. The International Journal of Human Resource Management.21(8). pp. 1228-
1247.
Guest, D.E., 2011. Human resource management and performance: still searching for some answers.
Human Resource Management Journal. 21(1). pp. 3-13.
Harzing and et.al., 2010. International human resource management. Sage.
Huselid, and et.al., 2010. Bridging micro and macro domains: Workforce differentiation and
strategic human resource management. Journal of management.
Jackson and et.al., 2014. An aspirational framework for strategic human resource management. The
Academy of Management Annals. 8(1). pp. 1-56.
Kehoe and et.al., 2013. The impact of high-performance human resource practices on employees’
attitudes and behaviors. Journal of management. 39(2). pp. 366-391.
Ployhart and et.al., 2011. Emergence of the human capital resource: A multilevel model. Academy of
Management Review. 36(1). pp. 127-150.
Purce, J., 2014. The impact of corporate strategy on human resource management. New
Perspectives on Human Resource Management (Routledge Revivals). 67.
Wright and et.al., 2011. Exploring human capital: putting ‘human’back into strategic human
resource management. Human Resource Management Journal. 21(2). pp. 93-104.
Online
Definition of the Recruitment & Selection Process 2017. [Online]. Available through:
<http://smallbusiness.chron.com/definition-recruitment-selection-process-2526.html|>.
[Accessed on 14th August 2017].