Management of Human Resources for Vodafone: Resourcing, Recruitment, Reward, Performance Management and HR Development

This report focuses on producing HR plan for setting its UK call operation in Guildford. It includes information regarding resourcing, recruitment, selection, reward, performance engagement, human resource development.

MANAGEMENT OF HUMAN
RESOURCES

TABLE OF CONTENTS
Executive summary..........................................................................................................................3
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
Explaining the resourcing, recruitment and selection process.....................................................4
Explaining the reward function of HRM for Vodafone...............................................................6
Explaining the performance management of employees in Vodafone .......................................8
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16

Executive summary
Managing human resources in term of workers is quite challenging task for which human
resource management is accountable as they are able to do so in effective manner. The current
assignment has been based on Vodafone case study. From this report, it has been determined that
by conducting practices in effective manner HR has improved customers services level and
overcome issues that organization faced. They have taken Best fit, review based and other
strategic HR approaches into consideration which made them capable to gain competitive edge
for brand.

INTRODUCTION
Management of human resource refers to the process of monitoring & controlling
organizational culture, strategies in order to obtain higher potential from staff. In current era,
competition has increased and reached peak level which requires grim to adopt appropriate
strategy for managing employees to gain competitive advantages. The current report is based on
Vodafone which is operating internationally in telecom sector. The firm is currently facing the
issues regarding customer service which is required to be managed by company in order
organization is looking for proper HR approaches. The current report will give emphasis on
producing HR plan for setting its UK call operation in Guildford. It will include information
regarding resourcing, recruitment, selection, reward, performance engagement, human resource
development.
MAIN BODY
There are three approaches that can be utilized by Vodafone in order o have strategic
workforce plan. It includes best practice, fit and resource based approach for having proper
management of workforce. It can be applied in mentioned human resource function stated as
follows:
Explaining the resourcing, recruitment and selection process
Resourcing is concerned with strategic planning to obtain business objectives in effectual
manner. Recruitment is reactive process that focuses on accomplishing short term needs of
Vodafone. In addition to the selection is the practice of making appropriate choice among the
recruited candidates.
Resourcing, recruitment and selection process
` In the current time Vodafone can pay attention on evaluating various sources for getting
the right candidate in turn better type of resource can be reached out. The approach of best fit
can be sued by Vodafone in order to have prospects as per the organizational culture, scenarios,
requirements, objectives so that better sources to reach candidates can be exerted (
Recruitment
& selection process,2021). In order to establish call centre in Guildford firm can pay attention
on resourcing its candidate for recruitment process by identifying job needs, qualities that are
needed to achieve for planning workforce planning.

Identifying need & developing job description
Recruitment process that need to followed by Vodafone in turn better approach regarding
attaining right type of candidate starts with identifying needs of company. Vodafone is facing
issue regarding customers service so having such candidates that can properly communicate,
understand by having active listening and problem solving approach. The specified company can
advertise the job role to attain larger candidate pool to accomplish the object of company.Recruitment planning & advertising
In this step the HR strategy fro taking the process ahead is conducted. The number of candidate
requires is taken into consideration for developing the HR strategy of recruitment (ALSAFADI
and ALTAHAT, 2021). In the given case firm requires more than 800 candidate to fill position
in this way workforce can be planned by Vodafone. Vodafone is international organization so it
can easily attract candidate by placing information on social sites, business based platform,
placement recruitment, etc. t help in assessing that how effective candidate for solving issues
regarding customer services via placing call centre.
Assess the interview candidate
In this particular step the candidate are analysed according to the qualifications, qualities,
attitudes, etc. These helps in assessing measure components that can fulfil requirement of job
description of Vodafone so that better candidate according to required qualities can be identified
to move to further step. The step is concerned with conversion rate in which process continues
from the having large number of candidates to smaller part by recognizing their capabilities &
attitudes towards organization by executing conversation with candidate in face to face manner.
The best fit approach will help in making evaluation of candidates as per the organizational
cultural, needs , etc. in turn higher emphasis on getting right employee can be exerted by
Vodafone.
Selection and offer employment
This phase is associated with selecting suitable candidate that fit in best manner to
achieve organizational objectives. It is accomplished by the step of interview in which HR of
Vodafone can give consideration on employees qualities and evaluate it with company's need by
making proper match. This is basically concerned with having significant consideration on
some part of obtained pool of candidate so that suitable prospects can be attained by

organization. After selecting candidate the employment offer is given for continuing the
procedure of selection.
On boarding
This is last step of selection procedure in which candidate is explained roles &
responsibilities, company vision, mission, strategy, objectives, legal complications, customer
requirement, etc. so that employees can proper get information regarding what is expected from
them. It will provide assistance to Vodafone to have achieve success by getting right resources
for accomplishing objectives.
Explaining the reward function of HRM for Vodafone
The reward system is basically concerned with the evaluating and appreciating the
efforts of candidates by comparing it to particular predetermined standard. In the preset era,
competition has increased which requires firm to retain its employees for longer duration in turn
cost need to incurred for conducting recruitment & selection process again. The reward can be
given by Vodafone in both monetary & non financial plans so that employees satisfaction can
be provided to have them for longer run (
Importance of Reward System in HRM, 2021).
Vodafone as operating newly as call centre it required to have suitable reward plan. The
suitable approach is resource based view which refers to analysing internal resources for the
purpose of developing strategy to attain competitive advantages (Rana and Sharma, 2019). This
specific approach will allow the Vodafone to derive differential benefits by having loyal,
committed employees so that ethical conducting can become possible.
Vodafone can give its employees reward to its employees by having plans such as
extrinsic, intrinsic, individual, team and organization, etc. each type will lead to provide certain
extent of employee satisfaction which can lead to provide opportunity to company to optimum
utilization of human resource by motivating them.
Extrinsic reward
This type of reward basically satisfies the need regarding security & survival, pay
treatment and condition. Vodafone as being obligated responsible fro conducting in ethical
practices in market regarding billing, etc. require clarifying among its employees that how such
legal obligation can be handled. The security in terms of job fro longer duration that they will be
paid for what they have be appointment. In addition to this, it is basically financial & tangible

reward offered to employees in order to appreciate their efforts. Vodafone free internet, loyalty
discount, etc.
Intrinsic Reward
These focuses on satisfying employees for the higher level needs like development &
esteem. This is associated with providing psychological rewards to subordinates for achieving
the larger outcomes as per the standards by giving motional reaction. There are various pattern
of providing the intrinsic rewards by giving ability and sense of satisfaction for achieving
satisfaction. Once the task is held responsible by the Vodafone to its employees and if they
become successful to accomplish those task the level of gratitude and satisfaction should be
shown by the company towards its staff. It will give scene of achievement to subordinates that
can positivity affect the progress of organization. This practice of HR of Vodafone can help the
organization to increase its productivity.
Individual Reward
It comprises base pay, incentives, reward attendance, performance , competence and
other benefits. This kind of reward can be provided to accomplish the purpose of company to
have better processing (Pham Tučková and Jabbour, 2019). Vodafone reputation in
international telecom industry has adversely got affected from due to poor customer service and
other legal charges imposed on it. In such case it its required to make its employees retained for
longer duration by providing these benefits.
Team Reward
In order to increase collaboration & higher emphasis on its employees team work to get
the better outcome. Firm can provide team based targets for gaining higher revenue through
getting larger conversion rates, etc.
Organizational reward
This comprises profit, gain and revenue sharing opportunities to employees in terms of
providing reward for the efforts contributed by employees to gets sustainability in new region. It
can assist in gaining sustainability & profitability for desire level of growth (Tang and et.al.,
2018.). Resource based view can help to appropriately implement this by focusing on available
limits to rewards its employees.

Explaining the performance management of employees in Vodafone
In the present era, it is important for the companies to pay attention on all the segment of
organization that contributes towards success. There are several patterns that can be
implemented by Vodafone in order to manage performance of its employees for getting higher
productivity. Vodafone as operating as call centre in Guildford requires to follow these actions
for getting best performance management activities. The approach suitable fro this particular
HR function of Vodafone is the best practice as it permits organization to have superior kind of
technique as compared to its alternative. Performance management practice will help employees
to get ability to obtained skills for effectively accomplishing allotted responsibilities & task. It
can be exerted by adopting strategies like defining goals, use peer reviews, conducting feedback,
utilizing advanced software, setting regular meetings, etc. these all will allow firm to get
employee engagement, strengthened leadership, improved communication, accomplishing
business objectives, etc.
Defining & communicating company's gaols and performance objectives
Each employee in organization is held responsible & delegated certain authority or the
purpose of accomplishing its business objectives in effective patter. Explaining what is expected
from the employees responsibilities can provide assist employees to get higher understanding of
their contribution towards success. Communication each and every detail with staff helps them
to understand what is expected from them. It allows employees to chose appropriate practice to
complete responsibilities in effective manner (
6 Performance Management Strategies, 2021).
Outlining gaols as well contribute in understanding the required level of time framework for
accomplishing the overall organizational objective.
Establishing performance feedback mechanism
there are various methods that can help the company to provide review regarding their
performance. It allows them to held two way communicational procedure via sharing each
other views in effectual manner. Getting ability to access the lacking areas of Vodafone company
operational practices. Good performance feedback mechanism help in achieving the ability to
reinforce potential of employees so that boosted results can be obtained to reach the desire level
of success. 360 feedback mechanism can be established by Vodafone to understand the cause
behind lacked performance as compared to set standards. It aids in knowing the improvement
action.

Utilizing software related to performance management
There are various advanced software available in the present time to save the efforts &
financial resources of company to provide higher standardised evaluation of performance. It
helps in streamlining the strategies regarding management of employees efforts for getting g
imperative & upgraded results (Saeed and et.al., 2019). This can give guidance in making
both Vodafone & employees to remain on the top by smoothing functioning efficiently. It
comprises peer & 360 reviews, seamless cycle management & completion tracking, etc. by
offering various distinct kinds of features for having greater performance related information. In
addition to this, utilizing software can assist in identifying suitable course of action to have
improved performance.
Using peer reviews
The another method that can be useful in having better processing of Vodafone bye
evaluating performance of employees via taking reviews from the other subordinates so that
actual way & methodologies adopted by colleagues can be identify to scale performance. In
addition to this, Vodafone as operating in telecom sector can largely pay attention on developing
benchmarking activities so that appropriate comparison can be ascertained. This can permit
Vodafone to determine its employees way of contributing towards success in turn better strategy
by applying best practice approach can be executed.
Best approach helps in using superior strategy as compared to alternative for gaining
competitive advantages. Vodafone can utilize feedback mechanism to have proper
communication channel to make required modifications for getting the best practice in firm to
provide higher level of customer satisfaction to its clients. The mentioned approach of human
resource can largely contribute in gaining the best outcome from the efforts put to accomplish
objective of smooth functioning for attaining sustainability.
Human resource development-
Hr development is described as cultivation of workers that perform specific role and
effort to fulfil their responsibilities in appropriate manner. This term encompasses certain
activities and approaches that HR manager may use to obtain desire outcome. In case of
Vodafone, where organization may effort to re-shore its venture into UK. Its human resource
management may attempt to develop effective strategic plan, which enable them to manage the
performance of existing as well as new employees (
What Is Human Resource Development

(HRD), 2020). In term of HR development in company, the may consider effective approach into
their consideration. For instance, Best Fit method is suitable for human resource development
within firm, which help them to take initiative to open its office again within Guildford to
provide the satisfactory services to target customers according to their needs and requirements.
Chosen approach may emphasize significance of ensuring that human resource tactics in the
context of re-shoring venture is suitable and appropriate in term of providing benefits and
developing skills among individual candidate (Kholid and Purba, 2021). It drives the attention of
administration towards choosing & using beneficial as well as useful techniques to develop
excellent capabilities among new workers and to enhance their abilities along with increasing
efficiency.
They may take training and development concept under consideration, which in return
may provide several benefits. For example, with this term, human resource manager may build
skilled, productive, knowledgable and talented teams of workers that help to obtain desire result
and allow to be productive and efficient at workplace. It made them capable to be efficient and
support individual candidate to contribute in growth and success of organization even better than
its rivals that also operate under same sector and effort to manage organization progress in
effective manner (Paillé, Valéau and Renwick, 2020). It also helps to manage current practices of
venture, which is quite essential and beneficial for organization success.
Mentoring is another term that cover under human resource development as strategic
framework, through which HR manager and leaders may provide appropriate guidance to all and
monitor their progress. By doing, so they may determine the issue and areas where people need
improvement, which is important for them as well as Vodafone.
Diversity management-
In case of Vodafone, organization has taken strategic decision to open its own physical
outlet along with managing more, which established in Midlands, Wales, Scotland and Surrey.
At each of its location, many workers work together that build diversity at workplace, but may
bring challenge for human resource department to manager workplace diversity, as it consider as
one of the biggest challenging task for them (Roberson, King and Hebl, 2020). They may drive
their attention towards finding and using those techniques and methods that help to enable them
to manage the performance of those individuals who belong to different cultural background and
religion.

It can be said that diversity management is a strategic action or activity of organizations
whether it is small or large, through which they effort to promote excellent inclusion of workers
from varied backgrounds into same work areas and within organizational structure. It is a form of
deliberate attempts made by human resource management and their team members to hire
diverse workforce and support them to work with existing employees by conducting
collaborative and coordinative practices, which is quite essential for organizational success and
valuable in term of improving customer service standard. It helps to provide on time services to
each customers, which contribute to enhance their satisfactory level.
In the context of managing diverse workforce, which is quite essential for HRM, they
may select and utilize effective approaches (Okolie, 2020). For instance, human resource
manager may provide flexibility at workplace to communicate and coordinate with each other.
They may take action to give 1 hour break once in a week, because during this procedure
whether they are existing workers or new, collaborate with each other, understand and value
culture which other follow. It is the best and unique way to manage diversity, as it provide
opportunity to make everyone closer that is beneficial in term of developing better
comprehending among all employees, which drive their attention towards helping each other.
There are varied technique, methods and strategic options available in the world of
business that has been utilized in regard to diversity management. For example, the most
common, but still effective technique that HR manager may consider and then use after
analysing effectiveness of specific approach and that is diversity training. This kind of method
may enable HR management to obtain unexpected outcomes in term of building strong
workforce at new outlet who may contribute to achieve set aim by working with those who does
not belong to similar background and seek to work in effective manner. It can be said that
sometimes workers act insensitively towards their co-employees, just not because they want to
be discriminatory or mean, but just they do not know each other very well. Diversity training
may provide by leaders and developed plan regarding that by Human resource manager may help
to effectively manager diversity in Vodafone.
Functions Challenges
Resourcing, recruitment
and selection process
 The foremost issue that Vodafone can face is attracting
right candidate for getting full of qualified talent. For

instance- when attracting the candidate for queries solving
position in call centre firm may receive the challenges
regarding obtaining appropriate qualities like active
listening (Sušanj, Jakopee and Đorić, 2020). In order to
find proper employee firm may need to face issue of
incurring higher cost & efforts to analyse.
 Building strong employee brand is another challenge due to
its bad reputation in the market. It has faced problem
regarding the legal obligation due to its unethical billing etc
practices which can make perception among candidate to
not to involve themselves in with reputed organization.
 The another challenge that firm can get recruiting &
selecting fairly as organization may involve agency based
processing which may divert the attention and get higher
number of candidate without properly recognising their
skills which may create hurdle for company.
Reward function  The main issue that Vodafone can experience is improper
awareness about the criteria decided for getting reward by
employees which may create irrelevant expectations among
employees and may lead to conflicts.
 Rewards are basically implemented by organization to
motivate employees to have higher potential and
effectiveness (Kuhn, Meijerink and Keegan, 2021). In order
to get the benefits some employees may indulge into
unethical practices to derive the standard based
performance which will ultimately adversely impact
organizational goal. For example- to match the
benchmarking set employees may utilize unethical tools &
techniques that can lead to adversely impact customer
services.

 There are possibilities of formulation of bad working
environment due to creation of jealously and perception of
bias. In addition to this, employees individual based reward
can negatively affect the Vodafone performance.
Performance management  The biggest problem with performance management is
defining the competencies necessary to be successful in
position. Vodafone can face the difficulty in managing
performance in call centre through ensuring proper
coordination & competencies required to be managed in
firm.
 For performance management company may face difficulty
in motivating and creating enthusiasm among employees to
derive higher potential and capabilities. For example-
Vodafone may get negative impact from the evaluation of
performance management due to improper implication of
technique that can actually provide desirable level of
outcome. It comprises wrong design, lack of leadership
commitment, ignorance change management system,
absence of integration, etc.
Human resource
development
 There are various challenges that Vodafone can face while
implementing human resource development function. The
reason behind this is that it is difficult to attracting talent,
embracing change with grace and ease, development of
leaders, etc.
 In order to create proper human resource development it
becomes essential to fostering a culture of continuous
learning (Cooke and et.al., 2021). It is difficult for
Vodafone to get proper information regarding the cultural
practices of the region where it is operating so that suitable
level of working environment can be created for providing

proper ability to gain knowledge.
 Creating quality employee experience with achieving the
desire objectives ineffectual manner is the biggest issue
regarding development of human resource.
Diversity management  While managing diversity at workplace, organization may
face several challenges for example lack of collaboration. It
is one of the most common barriers that human resource
department face and deal to overcome their negative impact
upon organizational performance and productivity. Without
effective collaboration, it is not so easy to conduct activities
related to managing diversity at workplace as it may lead to
decrease candidates productivity.
 Lack of cultural understanding, is another challenge that
HRM face during process of managing workplace diversity.
It may put negative impact on existing as well as new
candidates efficiency and lead to create conflict at work
area that may develop negative environment for every one.
Lack of comprehending about culture of other people, may
affect current and further activities of employees as they
may never obtain desire outcomes for which everyone
works hard. Understanding between all workers is so
important as it enables them to work together in productive
and effective manner. These types of challenges drive the
attention of human resource teams to take strategic actions
and develop tactics which they may use to overcome
ineffective situation that is essential and beneficial for
continuous success of brand.

CONCLUSION
On the basis of above description regarding human resource strategy plan for new calls
centre in Guildford, it has been concluded that they have builds skilled and talented teams of
workers at workplace who has contributed to achieve set goals and strategic business objectives
by working together effectively and productively. Human resource management has enhanced
organizational productivity and performance level by using effective and beneficial approaches
such as best fit, resource based view and Universalism. They boost morale of each candidate and
engaged them in the context of running a new outlet that has been opened into new location
where they have tasked to work with more people that belong to different culture and follow
religion principles. From above analysis, it has been identified that by using suitable and
beneficial methods that covers under HRM term, human resource manager has successfully
managed the performance of existing as well as new employees.

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What Is Human Resource Development (HRD). 2020. [Online]. Available Through:
<https://unevoc.unesco.org/home/human+resource+development&context=>