Human Resource Management at Telstra

This article discusses the HRM functions and strategies at Telstra, a leading telecommunication company in Australia. It covers the company's background, objectives, and current business performance. The article also explains how Telstra maintains good employment relations and handles grievances effectively. Additionally, it highlights the company's employee development programs and initiatives.

Running head: Human resource management
Human resource management

Human resource management
Table of Contents
Introduction.................................................................................................................................................3
Background of the company....................................................................................................................3
Company objectives, mission and vision.................................................................................................3
Current business performance.................................................................................................................4
HRM functions............................................................................................................................................5
HR strategies...........................................................................................................................................5
Employment development.......................................................................................................................7
Employment relations and grievance handling........................................................................................8
Training...................................................................................................................................................9
Conclusion and recommendations.............................................................................................................11
References.................................................................................................................................................12
2

Human resource management
Introduction
Human resource management is an imperative for the companies to align the HRM activities and
policies with the organizational strategy for the attainment of objectives and goals. The primary
purpose of this paper is to outline and explain the business operations and functions of Telstra
which is a growing telecommunication company in the Australia. The firm provides market
voice, internet access, pay television, telecommunication products and services to the customers
in the global market. HRM is considered the backbone of the every organization. The firm is
positioning itself as a growing provider of cyber security with services and systems to keep
consumers data confidential and safe. Here is the discussion about the HRM strategies that
include recruitment, selection, training development and performance management system. The
paper further explains that how the company boosts and develops motivation among the
employees by maintaining good working environment and culture. A brief information about
employment relations and training also have been explained in the task. More detail of the task
has been discussed below.
Background of the company
Telstra is an Australian leading and growing technology and telecommunication company that
offers a wide range of telecommunication products and services to the customers across the
world. In australia , the company provides approx 17.7 million retail mobile services and 3.6
million retail fixed broadband services to the customers (Telstra, 2018). In today’s era, the
company is expanding and exploring the business activities and operations successfully and
effectively. The firm is developing technology and providing solutions that are too simple and
easy to use. Furthermore, the organization also provides mobile network services to ample of
customers globally. The firm is proud to be supporting the customers improve and enhance the
ways in which they work and live through connection and system (Telstra, 2018).
Company objectives, mission and vision
The main objective of Telstra is to create a brilliant and effective connected future for each and
every person. The core values of the firm include dignity, together, care, trust, loyalty, simple,
responsibility, determination and courage. These core values help the firm to beat the rivalries in
3

Human resource management
the international market. The company cannot attain strategy and goals unless it gets core values
right and effective. The mission of the company is to provide telecommunication and mobile
services to the customers at minimum prices. Along with this, the organization wants to know
and serve ample of customers better than anyone else. Telstra believes that it can bring enormous
benefits to the community and businesses. At Telstra, people are thinking big and unique with
ambitious growth and success plans. The main vision of the Corporation is to be a leader in the
telecommunication industry. Telstra is a largest company with a rick and unique history spanning
more than 10 years. It is creating a new and special kind of network and system for a new kind of
world (Telstra, 2018).
Current business performance
In today’s era, the company is maximizing the profitability and revenue day by day by offering
innovative and unique telecommunication services to the customers. It renders ample of services
of cloud computing, e-commerce and internet of things. There are approx 32,000 employees
engaging in the company for performing tasks and functions in a hassle free manner. In today’s
modern world, the company is trialing 5G technology, building and improving internet of things
network capabilities in the global market. The management team is building an exciting and
unique future for the customers across the world (Careers, 2018). The company is a big
consumer of telecommunication products and services from the suppliers who are vital for the
business. The company has invested huge amount with suppliers for offering unique and
effective products and services to the customers across the world. The code of conducts
performed by the company show that it cares about the profitability and revenue of the partners.
Telstra seeks partners who render great and excellent value and unique standards to help the
employees for delivering attractive services. It has been analyzed that the company uses
innovative technology and resources to address and reduce environmental challenges and
provide support to the customers, suppliers and communities. Telstra believes that business has a
significant role to play in reducing and addressing climate change and further, it is also
committed to eliminating and reducing the impacts around value chain. Aside this, it is
committed to growing and fostering innovation and celebrating growth.
4

Human resource management
HRM functions
According to Scullion and Collings (2011) HRM plays a significant and vital role in each and
every company to conduct business activities and operations in a hassle free manner. As the
same way, it also plays a fundamental role in Telstra for making excellent policies and strategies
to the employees. HRM departments are undergoing various transformations. The company
cannot grow and enhance its business activities without maintaining an effective and sustainable
human resource management.
HR strategies
HRM is created for maximizing employee performance and productivity within the organization.
It is noted that HRM strategy is a designation for a long term and effective plan to attain long
term goals and objectives. HRM strategy is one of the significant strategies that used by Telstra
to overcome the competitors in the international market. Some of the HR strategies have been
discussed below.
Recruitment and selection strategy: Recruitment may be defined as a process of screening,
selecting and captivating potential and skilled employees based on the some specific objectives
for a particular job. The goal of this strategy is to attract and retain the qualified and skilled
employees for performing roles and responsibilities. It has been analyzed by Briscoe, Tarique
and Schuler (2012) Telstra follows unique and effective recruitment process to attract and retain
maximum number of customers in the global market. There are various stages involve in
recruiting process of Telstra that include online application, online testing, recorded video
interview, manager interview and program offers. Effective and dynamic recruitment and
selection process help in reducing and eliminating the extra cost of mistakes. Telstra appoints
those candidates who are very talented and skilled for performing tasks and duties in the
international market (Varma and Budhwar, 2013). Before selecting the candidate, the company
checks and analyzes the background, qualification and skills of the candidates. It will help to find
out right and potential candidate within the organization.
Orientation strategy: It is stated that most of the companies do not provide a through
orientation to the new candidates. But Telstra conducts orientation programs for the new
candidates to make them happy at the workplace. At Telstra, the orientation programs include the
goals and objectives of the company and how the workers can help to attain short term and
5

Human resource management
desired objectives and goals. Giving intensive orientation is one of the significant and imperial
functions of HRM at Telstra. These orientation programs also support the workers to know and
analyze his or her assigned tasks, duties, job roles, and job description. It also provides a clear
and unique clarification to the workers to take an excellent and effective role in the company
(Akhtar, Ding and Ge, 2008).
Maintaining good working conditions strategy: It is the liability of human resource
management to provide good and favorable working environment to the workers so that they
might like the workplace and the culture. It is a basic duty of HRM at Telstra to motivate and
encourage the workers towards the attainment of desired objectives and goals. It has been studied
by Jimenez-Jimenez and Sanz-Valle (2008) that employees do not contribute to the objectives
and targets of the firm as much as they can. This is just because of the lack of encouragement. At
Telstra, HRM develops a system to provide financial and non-financial advantages to the
workers at the workplace. Employee welfare is another significant factor which is managed and
handled by HRM in Telstra. Employee welfare encourages and improves level of satisfaction of
the consumer and candidate as well (Jiang et al, 2012).
Training and development strategy: It is portrayed by Taylor et al (2008) that training and
development is one of the fundamental strategies that made by HRM at Telstra. This strategy
improves and enhances the future and current performance and effectiveness of the employees
by maximizing the capability of workers through increasing and educating one’s knowledge and
skills. Training and development is significant in telecommunication industry to serve customers
in an effective way. Further, it also provides knowledge about the telecommunication process
and system (Budd, Gollan and Wilkinson, 2010).
Rewarding and employment relationship strategy: One of the most important strategies that
used by Telstra is rewarding. This strategy helps in increasing and enhancing the effectiveness
and efficiency of the workers towards the achievement of desired objectives and targets.
Rewards and recognition are given to those employees who perform tasks and duties effectively
and successfully. It helps to keep motivated the workers for maximizing the revenue and returns
in the international market. Apart from this career advancement programs and seminars are held
by the firm to achieve set goals. Furthermore, in-house training sessions and seminars also are
conducted by Telstra to attract potential employees. HRM plays a significant and crucial role in
6

Human resource management
upholding a company’s image and reputation in the competitive market (Bal, Kooij and De Jong,
2013).
Performance management system: To attain desired goals and objectives, the company needs
to have a tracking system in place. Without an effective and unique performance management
system, it is quite complex for the workers to gauge their success and stay motivated in attaining
their targets. Therefore, unique and effective performance management system is maintained by
the HRM at Telstra to determine high engagement of the workers towards the employment. In
this way, the company further could able to compete with rivalries in the global market (Aguinis,
2013).
Apart from the above mentioned strategies, Telstra also focuses on the culture and working
environment to handle and resolve the issues of the workers in an efficient manner. Effective and
unique code of conducts is abided by the company to appoint maximum number of people within
the organization. Telstra also follows policies, rules and legal requirements to ensure that
management team protects the business and customers effectively (Forth et al, 2013).
(Source: https://www.rahulnote.com/2015/07/human-resource-planning.html)
Employee development
Technology is developing rapidly, customer demands and expectations are changing constantly
and the company is facing more competitive international market (Bratton and Gold, 2017). The
company is rendering targeted learning and built opportunities and enhancing approach and
strategies health and safety (Daley, 2012). Telstra is also investing in seminars and programs to
7

Human resource management
attract and retain workers with the passion and skills to support transform Telstra into a world
class innovative and unique technology company. In today’s modern world, the company is
introducing various leadership programs and seminars to improve and develop the performance
of the subordinates. According to Pilbeam and Corbridge (2010) the leadership team at Telstra
guides and provides support to the employees for carrying out business activities and functions
successfully. Further, it also helps in gaining rivalries benefits in the international market. By
successful and effective employee engagement, the organization has been able to stand out
against the competitors in the competitive market (Godard, 2014).
There is no discrimination between male and female workers at Telstra. Encouraging diversity
and inclusion helps people to improve and enhance the business and to retain talented people at
the workplace. The company provides equal opportunities to men as well as female workers.
Moreover, various training programs and sessions to boost employee engagement and
development are held by HRM at Telstra effectively. The organization is further committed to
render employment pathways for workers with diverse backgrounds and desires. There is
flexible working hours in the organization to attract and retain talent of all age groups. The firm
also follows health and safety instructions to be a leader in the global market (Collings, Wood
and Szamosi, 2018).
Employment relations and grievance handling
It has been found by Tooksoon (2011) Telstra is liable to maintain reciprocal relationship with
customers, suppliers and employees. The top management, managers and leaders maintain
favorable working environment and culture at the workplace. It has been noted that HR
managers and employee relations managers generally work together when generating ample of
benefit packages. Employment relationship is significant and basic factor in the carrying out the
business activities effectively. It also leads to a motivated employees and better yield in
production (Gupta and Shaw, 2014).
The growth and failure of an organization are directed interconnected to the type of relationship
among the workers. The experts who are liable for taking care of the human resource actions
plays a critical role in involving all the workers into a productive activity which will render them
with an innovative and unique opportunity to be more unique and interactive and understand the
other workers of the firm well (Nadler and Nadler, 2012).
8

Human resource management
Maximized motivation and moral is one of the major advantages of strong and good employee
relations. Good employment relations also help to make motivate and appreciate the workers for
giving good results and outputs. HRM at Telstra maintain unique relationship with employees to
identify and resolve their personal issues and concerns (Harrison, 2011). Good and strong
employment relationship also helps in reducing absenteeism at the workplace. Furthermore, it
also increases and enhances the revenue and returns within the organization. HRM reduces and
minimizes grievances and concerns of the workers by maintaining good relationship with
employers (Aswathappa, 2013). HR mangers ask about the problems and issues of the employees
and resolve them. The company appoints a committee to handle and overcome the grievances of
the employees related to culture and workplace. It will help to cope up with rivalries in the global
market. HR managers also need to gather behavioral feedback to prevent the issues and barriers
related to the employees.
(Source: https://www.researchgate.net/figure/Conceptual-framework-for-analyzing-strategic-
role-of-HR-practices-on-Perceived_fig1_281629901)
Training
Training is one of the empirical functions of human resource management at Telstra that helps in
boosting and improving the moral and trust of the workers. As per Aguinis and Kraiger (2009)
training helps the employees to actively respond to the ample of changes that created out of
organizational restructuring (Runar Edvardsson, 2008). At Telstra, training is a biggest part of
performance management system at the workplace which is derived when the technology
changes in the global market are initiated. Training also improves the skills of the workers in the
9

Human resource management
workers further; it increases the productivity and performance level of the firm (Warner and
Goodall, 2009).
The main motive of Telstra is to get development and progress for the impacts they put on.
Growth and success can be attained if all the employees in the company pay equal attention to
success and development. Aside this, workers feel confident in attaining skills and talents.
Training helps the subordinates to conduct tasks equally and also they may innovate new
strategies and approaches to complete the tasks and duties. This develops some level of
satisfaction in the workers (Shields et al, 2015). Apart from this, effective and unique training
helps in minimizing the employee turnover within the organization. Resistance to change can be
reduced or minimized by providing training and development coaching to the workers (Runar
Edvardsson, 2008). It is noted that most of the workers will have some weaknesses in their
workplace talents and skills.
A training program permits the workers to strengthen those skills and capabilities that each
worker needs to improve and enhance. At Telstra, a development and unique program brings all
the workers to a excellent and higher level so they all have equal skills, capabilities and
knowledge. Effective and unique training and development programs enhance and improve the
standard of people effectively (Ferreira and Otley, 2009). Along with this, it also increases
potential market share and reduces company’s turnover. Ongoing training and development
programs can promote the creativity and innovation. New ideas and thoughts can be originated
as a direct outcome of training and development. Brand loyalty can also be increased with the
help of training and development programs. The company uses innovative and digital
technologies and tools to provide training and learning to the workers (Richter, Raban and
Rafaeli, 2015). Telstra builds confidence and trust among the workers by providing effective
training and learning to them. Management changes can be handled by conducting training
programs at the workplace. It reduces dissatisfaction and key challenges of the market which
may arise in the organization (Runar Edvardsson, 2008).
10

Human resource management
(Source:http://www.etrainingpedia.com/custom-made-training-for-the-employees-development/)
Conclusion and recommendations
From the above mentioned analysis it is concluded that Telstra is a largest Corporation in
Australia who provides telecommunication products and services to the customers. The above
mentioned analysis shows that how the company uses innovative and unique HRM strategies to
attract and retain maximum workforce toward the job. It has been analyzed that HR strategies
and policies are imperative and unique for Telstra to turn the organizational managerial practices
and policies into the SHRM. The paper discusses that how training and development and good
employment relations are significant for the company to boost profit and revenue in the
international market.
It is recommended that the company should focus and identify cross cultural training and
development programs to increase and enhance the employee engagement. Some improvement
shall be done in performance management system for the excellent and unique practices of the
HRM. It will also direct in setting and maintaining strong relationships and communications with
internal and external team members as well. The use of ample of digital communication
techniques and methods such as social networking sites, Skype and team viewer would be
efficient and effective to integrate and manage the organizational strategy and HR policies in a
hassle free manner. Telstra should also focus on the culture and working environment to promote
11

Human resource management
the employees towards the goals and objectives further it will also make happy the employees
within the organization. The company should appoint a person who can communicate directly
with workers to encourage them for doing work effectively and smoothly. Open and dynamic
communication must be maintained by the top management to handle and control the grievances
and issues of the workers.
Basis Telstra Corporation Singtel Optus
Mission and vision statement The vision of the company is
to connect with people by
using innovative technology.
The mission of the firm is to
maximize and enhance
profitability in a great extent.
The vision of Singtel is to
provide best communications
technology in the market. The
mission of the company is to
make a better place where
technology is used to support
people in the market.
Business performance It is noted that Telstra
indicates a profitability score
of 8.00 (Infrontanalytics,
2018). Net profit increased in
the last year from $1.7 billion
to 1.8 billion (Letts, 2018). In
today’s era, the company is
continuously struggling for
revenue and profitability in the
competitive market. In this
way, the company is
performing well and
effectively in today’s
competitive world.
The revenue of the company
was 1.6 percent to $2.1 billion
in the final quarter of the year.
But after sometime, revenue
from the supplying fixed
phone products and services
dropped 6 percent. It affected
the success and growth of the
firm adversely. The parent
company of Optus is Singtel
(Battersby, 2017).
12

Human resource management
HR
practices
HR strategy Planning and development is
an effective and vital part of
HR strategy in Telstra. Telstra
makes strategies and policies
for workplace planning, HR
outsourcing and retention
strategy.
In the contrast, The employees
at Singtel Optus act as a
strategic partner who is
closely working with the wide
range of business in the
international market.
Training and
development
Training and development is
essential part of Telstra for
operating business activities in
a hassle free manner.
Training is not very excellent
at Singtel optus. It is heard
that talent training team has
changed but still no
improvement have been seen
at the workplace. The
employees cannot resolve
queries effectively due to lack
of training.
Employee
relations
It has been found that Telstra
maintain unique and dynamic
relations with workers to
maintain a positive working
culture and environment.
Although, employees relations
are strong at Singtel Optus but
is not much effective as
compared to Telstra.
Performance
management
system
It is noted that effective and
dynamic performance
management system is
designed by the company to
evaluate and analyze the
performance and capabilities
of the workers.
Performance management
system is less effective as
compared to Telstra because
HRM is not sustainable and
effective.
Recruitment and
selection
At Telstra, recruitment and
selection process start with
online application after then
Sigtel optus is one of the
leading telecommunication
companies in Australia.
13

Human resource management
online testing is done by the
company. Video interview is
also done by the company
while recruiting the
candidates. The company
provides those candidates who
identify and analyze as living
with a disability and
supporting them to have a
great career with the firm.
Training sessions are held by
the company for the
employees to provide
knowledge to them.
Online interview process is
used by the company to select
the potential and talented
workforce for performing
roles and responsibilities. The
core values of the company
include customer focus,
challenger spirit and
teamwork. But HR turnover is
very high in the company
because HR is not much
effective.
Compensation
and other
benefits
Telstra provides compensation
and other benefits such as
rewards and incentives to the
workers for motivating them
successfully.
Various HRM issues faced by
the company thus Singtel
optus is unable to render
incentives and bonus to the
potential candidate within the
organization.
It is recommended that the company should focus and identify cross cultural training and
development programs to increase and enhance the employee engagement. Some improvement
shall be done in performance management system for the excellent and unique practices of the
HRM. It will also direct in setting and maintaining strong relationships and communications with
internal and external team members as well. The use of ample of digital communication
techniques and methods such as social networking sites, Skype and team viewer would be
efficient and effective to integrate and manage the organizational strategy and HR policies in a
hassle free manner. Telstra should also focus on the culture and working environment to promote
the employees towards the goals and objectives further it will also make happy the employees
within the organization. The company should appoint a person who can communicate directly
14

Human resource management
with workers to encourage them for doing work effectively and smoothly. Open and dynamic
communication must be maintained by the top management to handle and control the grievances
and issues of the workers.
References
Aguinis, H. and Kraiger, K., 2009. Benefits of training and development for individuals and
teams, organizations, and society. Annual review of psychology, 60, pp.451-474.
Aguinis, H., 2013. Performance management (Vol. 2). Boston, MA: Pearson.
Akhtar, S., Ding, D.Z. and Ge, G.L., 2008. Strategic HRM practices and their impact on
company performance in Chinese enterprises. Human Resource Management: Published in
Cooperation with the School of Business Administration, The University of Michigan and in
alliance with the Society of Human Resources Management, 47(1), pp.15-32.
Aswathappa, K.E.M.A.L., 2013. Human resource management: Text and cases. Tata McGraw-
Hill Education.
Bal, P.M., Kooij, D.T. and De Jong, S.B., 2013. How do developmental and accommodative
HRM enhance employee engagement and commitment? The role of psychological contract and
SOC strategies. Journal of Management Studies, 50(4), pp.545-572.
Battersby.L.2017. Optus has best mobile customer growth in five years, but profit dips on EPL
Costs [Online]. Available from https://www.smh.com.au/business/optus-has-best-mobile-
customer-growth-in-five-years-but-profit-dips-on-epl-costs-20170518-gw7r3r.html [Accessed as
on 17th September 2018].
Bloomberg.2018. Company overview of Singtel Optus Pty Limited[Online]. Available from
https://www.bloomberg.com/research/stocks/private/snapshot.asp?privcapId=784454 [Accessed
as on 17th September 2018].
Bratton, J. and Gold, J., 2017. Human resource management: theory and practice. Palgrave.
15

Human resource management
Briscoe, D., Tarique, I. and Schuler, R., 2012. International human resource management:
Policies and practices for multinational enterprises. Routledge.
Budd, J.W., Gollan, P.J. and Wilkinson, A., 2010. New approaches to employee voice and
participation in organizations. Human Relations, 63(3), pp.303-310.
Careers.2018. Our vision[Online]. Available from https://careers.telstra.com/why-telstra/our-vision-and-
values [Accessed as on 16th September 2018].
Collings, D.G., Wood, G.T. and Szamosi, L.T., 2018. Human resource management: A critical
approach. In Human Resource Management (pp. 1-23). Routledge.
Daley, D.M., 2012. Strategic human resources management. Public Personnel Management,
pp.120-125.
Ferreira, A. and Otley, D., 2009. The design and use of performance management systems: An
extended framework for analysis. Management accounting research, 20(4), pp.263-282.
Forth, J., Kersley, B.E., Lardies, C.A., Bryson, A., Bewley, H., Dix, G. and Oxenbridge, S.,
2013. Inside the workplace: findings from the 2004 Workplace Employment Relations Survey.
Routledge.
Godard, J., 2014. The psychologisation of employment relations?. Human Resource
Management Journal, 24(1), pp.1-18.
Gupta, N. and Shaw, J.D., 2014. Employee compensation: The neglected area of HRM
research. Human Resource Management Review, 24(1), pp.1-4.
Harrison, R., 2011. Learning and development. Development and Learning in Organizations: An
International Journal, 26(1).
Infrontanalytics.2018. Profitability analysis of Telstra Corp.Ltd.(TLS/AUS)[Online]. Available
from https://www.infrontanalytics.com/fe-EN/21434AA/Telstra-Corp-Ltd-/gprv-profitability
[Accessed as on 17th September 2018].
16

Human resource management
Jiang, K., Lepak, D.P., Han, K., Hong, Y., Kim, A. and Winkler, A.L., 2012. Clarifying the
construct of human resource systems: Relating human resource management to employee
performance. Human resource management review, 22(2), pp.73-85.
Jimenez-Jimenez, D. and Sanz-Valle, R., 2008. Could HRM support organizational
innovation?. The International Journal of Human Resource Management, 19(7), pp.1208-1221.
Letts.S.2018. Telstra’s first half profit drops 6 per cent to $ 1.7 billion [Online]. Available from
http://www.abc.net.au/news/2018-02-15/telstras-first-half-profit-drops-6-per-cent-to-$1.7-
billion/9449266 [Accessed as on 17th September 2018].
Nadler, Z. and Nadler, L., 2012. Designing training programs. Routledge.
Pilbeam, S. and Corbridge, M., 2010. People resourcing and talent planning: HRM in practice.
Prentice Hall.
Richter, G., Raban, D.R. and Rafaeli, S., 2015. Studying gamification: the effect of rewards and
incentives on motivation. In Gamification in education and business (pp. 21-46). Springer,
Cham.
Scullion, H. and Collings, D., 2011. Global talent management. Routledge.
Shields, J., Brown, M., Kaine, S., Dolle-Samuel, C., North-Samardzic, A., McLean, P., Johns,
R., O'Leary, P., Robinson, J. and Plimmer, G., 2015. Managing employee performance &
reward: Concepts, practices, strategies. Cambridge University Press.
Taylor, S., Levy, O., Boyacigiller, N.A. and Beechler, S., 2008. Employee commitment in
MNCs: Impacts of organizational culture, HRM and top management orientations. The
International Journal of Human Resource Management,, 19(4), pp.501-527.
Telstra.2018. Our company [Online]. Available from https://www.telstra.com.au/aboutus/our-company
[Accessed as on 16th September 2018].
Tooksoon, H.M.P., 2011. Conceptual framework on the relationship between human resource
management practices, job satisfaction, and turnover. Journal of Economics and Behavioral
Studies, 2(2), pp.41-49.
17

Human resource management
Varma, A. and Budhwar, P.S., 2013. Managing human resources in Asia-Pacific. Routledge.
Warner, M. and Goodall, K., 2009. Management training and development in China: educating
managers in a globalized economy. Routledge.
18