HRM2040 Group Project: An Analysis of Aldo's HR Practices

This report provides a comprehensive analysis of Aldo's human resource management practices. It begins with an introduction to Aldo, a Canadian retailer, and its current HR initiatives. The report then details Aldo's current HR practices, including its focus on a positive workplace culture, digital communication, and the 'Open Door Policy'. A critical assessment of these practices reveals significant issues, such as a lack of proficient training and development programs, which impacts customer responsiveness and employee skill development. The report also identifies the absence of effective reward and recognition policies as a key concern. To address these issues, the report suggests the development of professional training programs tailored to employee needs, particularly in customer service, and the introduction of policies that incorporate rewards and recognition schemes. The anticipated benefits of these actions include improved employee skills, enhanced customer responsiveness, reduced employee turnover, and increased employee motivation and productivity. The report concludes by reiterating the importance of these recommendations for enhancing Aldo's HR operations and aligning them with the company's growth objectives.

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Name of the student
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Introduction to Aldo
The concerned organization, Aldo, is a Canadian retailer, which was founded in the year
1972 and is headquartered in Montreal, Canada (Aldo Group 2019). The organization owns
around 3000 stores under three major retail banners offering a range of shoes and accessories
while observing the constant changes in the fashion trends (Aldo Group 2019). The dynamic
developments that are initiated by the organization enabled the same in enhancing the rate of
operations while expanding in different markets. The organization holds a number of stores in
US, UK and Ireland while the international stores are franchised by the venture with the
objective of enhancing the rate of expansion in the different economies (Aldo Group 2019).
The HR related initiatives that are commenced by the venture enabled the empowerment
of the employees while operating on the corporate culture. However, there are significant issues
that are being faced by the HR management of the organization which will be critically
examined as a part of the research. On the other hand, the research will also enumerate the
different recommended activities that might be initiated by the organization with the objective of
overcoming the challenges. Therefore, the purpose of undertaking the discussion is to identify
the major concerns that are being faced by Aldo in managing the human resource while outlining
the recommended actions that might be considered for enabling the uninterrupted growth.
Current HR practices in the organization
The organization, Aldo, focused on improving the positive culture of the workforce while
aligning the same with the corporate level objectives of growth and expansion. Chowhan, Pries
and Mann (2017) opined that the different changes in the organizational operations are reliant on
the effective functioning of the workforce. In this relation, the concerned organization focused
on improving the rate of collaboration among the employees through transparency in the

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communication processes. The diverse changes that are initiated by the organization are
communicated with the different stakeholders with the objective of maximizing the rate of
change readiness (Vanhala & Ritala, 2016). Currently, the organization implemented the digital
communication mediums with the objective of enhancing the rate of interconnectedness. In this
relation, the interview of the HR that was conducted for the study portrayed that the organization
enhanced the rate of operations of the different departments through the application of the ‘Open
Door policy’ (Aldo Group 2019).
The application of the open door policy enabled the organization in developing positive
bonds of communication and understanding between the managers and the employees. Tang et
al. (2018) defined communication as a system through which the management of an organization
could avoid internal conflicts. Therefore, in this relation, the open door policy supported Aldo in
improving the collaborative approach among the employees while guiding the same to achieve
the common goal of the venture. The HR department of the organization currently aimed at
synchronizing all important information through the utilization of cloud computing technologies
with the objective of making data and information available to the employees (Zhong, Wayne
& Liden, 2016). The utilization of the cloud computing and digital technologies in the HR
operations enabled the venture in ensuring the transparency of the communication based
practices. The e-HRM operations of the venture enabled the venture in keeping the employees
updated of the different changes in the organizational operations.
Latorre, et al. (2016) specified that the effective links of communication with the
employees supports an organization in developing a positive workplace culture while
encouraging the engagement of the employees in the different operations. The collaborative
operations of the employees in Aldo enabled the venture in maximizing the rate of productivity

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of the same while expanding in the international markets. Therefore, the implementation of
digital communication enabled the organization in encouraging and empowering the involvement
of the employees in the different operational practices to fulfill the common goals of the venture.
On the other hand, the positive workplace culture in Aldo generally enabled the venture in
encouraging the engagement of the employees in the different change processes.
Critical assessment of the HR practices and identification of the issues
The different HRM based operations relating to improvements in communication
between the management and employees enabled Aldo in enhancing the productivity to a certain
extent. However, it has been noticed from the interview that the current HR practices of the
organization has significant flaws which restricted the uninterrupted functioning of the
procedures in configuration with the objectives of the organization. The lack of proficient
training and development programs in the organization affected the rate of engagement of the
employees in the different change processes. Hassan (2016) opined that the lack of training and
development programs restricted the organizational motif of maximizing the rate of operations
while operating in the different international markets. Therefore, from the interview it might be
noted that the lack of efficient training and development programs affected the customer
responsiveness related operations of the employees. The lack of suitable soft skill related training
affected the capacity of the employees in supporting the queries of the customers. It affected the
rate of customer retention and thereby affecting the brand name of the venture. The lack of
professional training to the employees on dealing with the clients not only restricted the company
in retaining the loyal customer base but also minimizing the rate of workforce turnover due to
lower levels of job satisfaction (Chen et al., 2017). The absence of skill development among the

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existing employees due to the lack of training programs resulted to skill shortages and high rate
of employee turnover.
On the other hand, the lack of proficient reward and recognition related policies in the
organization affected the motivation of the employees while expanding in the international
markets. Gorman et al., (2017) opined that suitable reward programs supports an organization in
retaining the trust and loyalty of the employees in the different changed processes for growth of
an organization. However, the lack of incentive slabs and absence of proper recognition
programs based on the performance of the individual employees or the departments affected the
morale and the motivation of the workforce. Yong and Mohd-Yusoff (2016) detailed that
motivating the employees through development of appropriate rewards and recognition programs
enables an organization in maximizing the performance of the workforce. Therefore, the lack of
appropriate rewards and recognition programs in Aldo restricted the uninterrupted functioning
related objectives of the venture while making expansion in the international markets.
Suggested course of actions
The different activities that might be initiated by the HR management of Aldo are being
enumerated in this section of the research.
 Development of appropriate professional training programs: The HR management of
Aldo must initiate steps to research on the need of the employees related to raining and
development. The assessment of the needs of the employees in the customer support
department would enable the organization to shortlist the candidates that require raining
in the field and thereby organize a soft skill development program with the objective of
maximizing the rate of retention of both customers and the employees. The training and

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development program will chiefly be reliant on the assessment of the needs of the
employees while dealing with the customers. The organization might also take steps to
provide the employees with a list of FAQs (Frequently asked Questions) with the
objective of enabling the employees to respond to the queries of the customers more
proactively.
 Introducing policies relating to rewards and recognition schemes: The HR department in
Aldo must take steps to consult with the hierarchy of management and thereby introduce
different incentive policies relating to the performance of the individual employees and
the teams. The recognition policy through rewards being provided to the best performing
employee would also be beneficial for the organization while empowering the activities
of the workforce. The mixture of financial benefits and insurances would also support the
venture in encouraging the loyalty of the employees towards the processes that are being
planned by the venture.
Benefits of the recommended actions
The training and development program would enable the organization in improving the
required skills among the customer care executives. The customer responsiveness of the
organization will be enhanced through improved training to the customer care executives whose
assist the consumers with their queries before and after making a sale of the products. The
training and development programs would enable the organization in reducing the rate of
employee turnover due to lack of job satisfaction. On the other hand, the introduction of rewards
and recognition based policies would enable the organization in enhancing the rate of motivation
among the employees. The enhanced motivation of the employees would enable Aldo in
improving the productivity of the venture while inducing positive competition in the workforce.

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Conclusion
Therefore, from the above analysis it might be stated that the HR based operations of
Aldo supported in enhancing the rate of operation of the same while making expansion in the
international markets. However, during the assessment it was found that Aldo’s HR practices has
flaws which restricted the uninterrupted functioning of the employees in alignment with the
corporate objectives of growth. The research also enumerated a set of suggested activities that
might be initiated by Aldo with the objective of enhancing the HR operations.

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References
Aldo Group., (2019). ALDO. Retrieved 10 August 2019, from http://www.aldogroup.com/
Chen, M., Lyu, Y., Li, Y., Zhou, X., & Li, W. (2017). The impact of high-commitment HR
practices on hotel employees’ proactive customer service performance. Cornell
Hospitality Quarterly, 58(1), 94-107.
Chowhan, J., Pries, F., & Mann, S. (2017). Persistent innovation and the role of human resource
management practices, work organization, and strategy. Journal of Management &
Organization, 23(3), 456-471.
Gorman, C. A., Meriac, J. P., Roch, S. G., Ray, J. L., & Gamble, J. S. (2017). An exploratory
study of current performance management practices: Human resource executives’
perspectives. International Journal of Selection and Assessment, 25(2), 193-202.
Hassan, S. (2016). Impact of HRM practices on employee’s performance. International Journal
of Academic Research in Accounting, Finance and Management Sciences, 6(1), 15-22.
Latorre, F., Guest, D., Ramos, J., & Gracia, F. J. (2016). High commitment HR practices, the
employment relationship and job performance: A test of a mediation model. European
Management Journal, 34(4), 328-337.
Tang, G., Chen, Y., Jiang, Y., Paille, P., & Jia, J. (2018). Green human resource management
practices: scale development and validity. Asia Pacific Journal of Human
Resources, 56(1), 31-55.
Vanhala, M., & Ritala, P. (2016). HRM practices, impersonal trust and organizational
innovativeness. Journal of Managerial Psychology, 31(1), 95-109.

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Yong, J. Y., & Mohd-Yusoff, Y. (2016). Studying the influence of strategic human resource
competencies on the adoption of green human resource management practices. Industrial
and Commercial Training, 48(8), 416-422.
Zhong, L., Wayne, S. J., & Liden, R. C. (2016). Job engagement, perceived organizational
support, high‐performance human resource practices, and cultural value orientations: A
cross‐level investigation. Journal of Organizational Behavior, 37(6), 823-844.

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Appendix
List of Interview Questions for HR Representative of ALDO Group
Job Analysis Questionnaire Interviewee Response/ Comments
Job Identification
1. Job Title
2. Department
3. Location
Consumer feedback and query assistant
Customer service department
Canada
Purpose of Job
4. Briefly explain the purpose of job
and why does it exist?
The reason and purpose of having the job in
the consumer service department is to
communicate with consumers regarding their
experience with the product. The consumer
feedback and query assistants are responsible
for fulfilling job responsibilities such as
maintaining smooth communications with
consumers, addressing their queries and
feedbacks along with offering advices on
purchase the products.
Major Responsibilities and Essential
Functions
5. What are your responsibilities?
6. How are these responsibilities attained?
My responsibilities include guiding the
consumer feedback and query assistants to
answer consumer queries productively, e-HRM
maintenance, open door policy, maintaining

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7. What is the measure of success? transparency in communication, training and
retaining motivated employees.
I make sure that my responsibilities as an HR
is attained through carrying out training need
analysis and evaluating employees’
performance in offering efficient consumer
services.
The ways in which I measure success of my
respective HR activities is through analyzing
engagement of employees in offering quality
consumer services, cost per hire and consumer
responsiveness skills attained by employees
through training programs.
Problem Solving and Decision Making
8. List the manner in which jobholder
solves problems
9. List the required new methods of
development what are the consequences
if such issues are not solved?
I have observed that the consumer feedback
and query assistants lack motivation in
performing their job responsibilities as they do
not feel recognized for their performance. For
such reasons the employees are indicating rude
behavior towards consumer complaints and

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deny accepting responsibilities to solve
complex consumer concerns.
I feel the need to introduce certain reward and
recognition programs in the company along
with necessary consumer service training
programs that can increase skills and
engagement level the employees.
10. List of financial resources budget The training along with the reward and
recognition budget that I plan to develop
includes reserving a practical amount for
rewards and awards. I will consider discussing
the budget with accounts department so set
budget for rewards, awards and training
programs every month. Financial resources
will be gathered from departmental funds in
introducing cash rewards, gift cards and
training programs.
11. Describe the communication skills
required in the job
I believe that the necessary communication
skills that are needed to be developed among
employees in making them skilled them to
offer exceptional consumer services includes
personalization of interaction, consistent brand