Analyzing HRM: Google & Zappos Work Culture & Training Program

This report provides an analysis of Human Resource Management (HRM) practices, focusing on Google's unique office environment and employee benefits, comparing its various global offices and highlighting the impact on employee productivity. It also examines Zappos' distinctive work culture, emphasizing strategic initiatives and core values, and suggests how ABC private limited, a real estate company, can implement similar effective HR planning. Furthermore, the report discusses the importance of pre-departure training programs for international assignments, detailing the components necessary for preparing employees for success in new cultural and professional environments. The document is available on Desklib, a platform offering a range of study tools and solved assignments for students.

Running head: HUMAN RESOURCE MANAGEMENT
Human resource management
Name of the student
Name of the university
Author Note:

2HUMAN RESOURCE MANAGEMENT
Table of Contents
Task 1...............................................................................................................................................3
Comparison of Google Offices........................................................................................................3
Work Culture at Zappos and strategic initiatives to be taken..........................................................7
Task 2.............................................................................................................................................10
Pre Departure Training Program...................................................................................................10
Task 3.............................................................................................................................................15
Question 1......................................................................................................................................15
Question 2......................................................................................................................................17
Task 4.............................................................................................................................................20
References......................................................................................................................................27

3HUMAN RESOURCE MANAGEMENT
Task 1
Comparison of Google Offices
Google is one of the unique offices that offer wide varieties of benefits and facilities to its
employees. The management of Google gives utmost importance to all the employees to make
them feel better in the workplace which in turn helps the organization to increase its
organizational productivity (Bock 2015). The employees who first visited the company were
amused and taken back after having a glance of the office space. The office is totally different
from the other contemporary offices and seems much like a amusement place or a playground.
However these offices of the mentioned company are always innovating new and revolutionary
products and services for the future. The Google campus in different places of the world is
considered to be a good life for all the employees working there. The mentioned technology
company offers perks, comforts, privileges to all its employees which is quite different and
enviable for the employees of all the other similar companies. The HR department of the
mentioned organization is specially fitted with the task to look after the different needs and
wants of the employees and provide them accordingly. In contrast to the other HR departments in
other organizations the HR department of the said company tries to b r4ing in analytics, data and
science to serve the employees in the same way as the engineers of the company do on the
product part (Schmidt and Rosenberg 2014).
Recent reports by the company as well as reports from other independent sources have
claimed that the employees in Google are 15% more productive than the employees of other
similar companies. The reason behind this is mainly attributed to the working place environment

4HUMAN RESOURCE MANAGEMENT
and the unique workplace design of the organization. The workplace design of the company is
unique in nature as because it does not match with any of the other workplaces. Such a
environment helps the employees to have the feeling of owning their individual workplace and
be as much as creative which helps in their personal as well as professional development and
increases the organizational efficiency (Schmidt and Rosenberg 2014). The different offices of
Google located in the different parts of the globe have their own set of uniqueness. The USA
office of Google in California can be taken as an example to provide insights into the work
culture of the mentioned IT Company. The office spans over 1 million square feet and is
believed to be giant entertainment zone. The campus has a total of 16 offices in them with a
variety of different features installed in each of them. First and foremost of the benefits the
company employees receive is the food which is totally free. The lunch and all the other foods
the employees have during their office hours is provided totally free of cost to the employees.
There are 18 restaurants in the campus and all of them serve a variety of food because of the
cultural mix up of the employees. The management of Google employs people from all across
the world and thus the restaurants offer a wide variety of food to the employees. This includes
Asian, Continental, Chinese, Indian, South American and many more as such. Google also
cultivates its own food inside the campus and thus provides organic vegetables and fruits. Apart
from such facilities the management of the organization has also four fully equipped gyms in
place that helps the employees to work out after a tiring days of work. These gyms have also
personal trainers who help the employees to stay fit and fine (Bock 2015).
The list of benefits goes on and on as the management has also installed a number of
sleeping pods in the offices where people are free to take a short nap. Some other benefits
include a free check up facility with a doctor present round the clock to ensure the prevention of

5HUMAN RESOURCE MANAGEMENT
any accidents or other uncalled incidents. Another most important feature of the office is the
providence of laundry facilities that facilitates the employees to wash and clean their dirty shirts
after a day’s work. As mentioned by, Bock (2015) most of the offices of Google provide similar
kind of services. It will be necessary to compare the different services provided by Google in its
different offices. The comparison has been done in a table format given below;
USA CHINA BRAZIL SWITZERLAND
 Huge office
space of 1
million square
feet with 16
buildings in
the campus
 Employees are
offered
different types
of foods
absolutely free
of cost
 All types of
foods
available
because of the
variety of
 The Beijing
office of
Google is
another
innovative
workplace
 Employees
conduct
meetings in a
fun
environment
by sitting on
bin bags and
couches
 Employees are
free to sleep in
tents and
 Employees
take a nap in
the indoor
amex and
enjoys all the
different types
of opportunity
that helps
them to
increase their
perform better.
 The
employees are
free to create
their own
schedule of
their work to
 The
Switzerland
office is one of
the most hi-
tech offices in
the world.
 A psychologist
was appointed
by the owners
of the
company to
decide on the
designing and
planning of the
organization.
 A large library
as well as

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employees
working in the
office. This
includes
ethnic,
continental,
Indian,
Chinese and
many more as
such
 Employees are
free to hit the
gyms for a
workout. They
are also
provided with
personal
trainers
 Laundry
facility is
available to
the employees
which is also a
sleeping igloos
constructed by
the company
help them
maintain both
their personal
as well as
professional
life.
private pods
have been kept
in place to
make the
employees
relax

7HUMAN RESOURCE MANAGEMENT
unique one
and quite
different to the
other facilities
provided by
any other
organizations
Work Culture at Zappos and strategic initiatives to be taken
Zappos is one of the few companies in USA that is recognized as one of the best
companies that provides a world class working culture and ethics. The practices help the
organization to make their day to day operations smoother in nature. The managme4nt6 of
Zappos constantly creates and reinforces the corporate culture (Eremina and Puhakka 2017). The
environment that it provides to the employees is not suitable to most of the employees and also
not fit for most of them. However the professional people who fit the corporate culture want to
rather thrive to be an employee of the company. The management of the company has one of the
best leaders of the market who coordinates the culture with the Human Resources and
management work systems of the organization. The corporate culture of the following company
has been defined by the management of the organization using the ten coir values of
management. This includes;
a. Delivering WOW through a superior service
b. Embrace and drive change

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c. Create fun and a little weirdness
d. Be adventurous creative and open minded
e. Pursue growth and learning
f. Building open and honest relationship with proper and effective communication
g. Build a positive team and family spirit
h. Do more with less
i. Be passionate and determined
j. Be humble
The management of the company takes specific actions each and every day that helps to
reinforce its culture of a fun workplace which is a bit strange. According to, Henson (2016) the
work culture at Zappos is really amazing and can be imitated by other companies to get success.
I am the HR consultant of ABC private limited company. Our company specializes itself
in the real estate sector. The company has its operational headquarters in Singapore and it is
involved in building and selling apartments, office spaces and other kinds of both residential and
non residential properties in Singapore. The management of the company had earlier decided to
extend its operations across South East Asia especially in neighboring countries like Vietnam,
Indonesia, Thailand and India. Managing the operations of such a huge area and ensuring a
smooth operational efficiency is a challenge to the organization. Thus it will be better to cite the
example of Zappos to have an effective HR planning in place. The case of Zappos is an eye
opener to most of the companies like ABC private limited on how to formulate, manage and
maintain an effective work culture. The process must start from the grassroots as it will help
ensure the success of the company. During the hiring process of the company it must make sure

9HUMAN RESOURCE MANAGEMENT
to provide a clear picture of the culture of the company to the potential candidates. After they
gets selected a friendly training session must be conducted by the organization to make sure that
the employees of the organization can come in contact with each other. I will be focusing more
on the employees who can fit into the organizational culture and who are honest, effective and
hard working in nature. This may need some time but will ultimately result in the well being of
the organization. A detailed feedback on each candidate will be provided to me so that I can
analyze the performance of each and every of the individuals and provide my detailed report on
their proper implementation in the company to the management. The core business values as
described by the management of Zappos clearly states that the workplace must be a place where
apart from work the organization needs to implement co-curricular activities that can help the
employees stay happy. The employees must also be rewarded and recognized when they achieve
special achievements as because such a reward system motivates the employees and helps them
to increase their operational performance.
I will have to coordinate with the different departments of the company to make sure that
the employees face no problems in the workplace. The employees in the mentioned company
must be given the freedom to express themselves and innovate new ideas to facilitate the demand
of the customers. Like the core values of Zappos my company must also run on some core values
which are as follows;
a. Honesty and integrity
b. Work and enjoyment
c. Do more with less resources
d. Innovate and express

10HUMAN RESOURCE MANAGEMENT
e. Freedom of Speech
f. Proper and Effective communication
g. Decision making prowess
h. Create value for the customers
i. Be passionate
The work environment must be formulated in such a way that employees will themselves
follow all the regulations and adapt themselves accordingly. The main driving force behind the
creation of such a model will be the leadership quality of the managers in charge. The
management will have to choose the best leaders from within the organization who are capable
of providing a strong and compact leadership that can help the employees to deliver the best
performance and lead the company to success in future.
Task 2
Pre Departure Training Program
Pre-departure training program is the most important for the people who are generally send
for international assignments (Aravind et al. 2017). The pre departure training programs helps
the particular person to be compatible with the objectives of the company and also ge3t an idea
of the cultural, social and political dimensions of the host country. It helps the person, to be send
for the assignment adapt to the new environment and perform in the best possible way. The
training is generally conducted in the frameworks of cultural awareness and also includes the
support for the performance of the organization. A number of different elements are generally
inducted into the personal development training programs which includes;

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a. Culture profile
b. Country brief
c. Cultural adaption
d. Business etiquettes
e. Sensitivity training
f. Logistical information
g. Table manner
h. Critical cases
i. Language
In the following case a British couple with two school going children has been assigned to
take up an expat assignment in UAE in a span of just 6 months from the present time. The wife
has taken up an offer with Zayed University in the city of Abu Dhabi in a managerial post. The
husband on the other hand is an experienced music teacher. The children are aged 11 years and 6
years respectively. Thus the family must have a clear idea about the host country and its various
policies and rules. The couple will also have to ensure their Children’s admission in an
international school located in Abu Dhabi. The pre-departure training program will be conducted
for 10 days which will include discussion, class room and a 1 month training program which will
purely consist of language training programs for the couple. The trainee should be professional
and must have a transparent and thorough idea about the cultural and other paradigms of both
UK and UAE. The training program must be designed in such a way that will help the couple
feel comfortable in the host country and easily face the striking differences in culture and other
sectors.

12HUMAN RESOURCE MANAGEMENT
UAE is one of the fastest changing Asian countries that offer a lot of scope in the recent
times. The city of Abu Dhabi with its marvelous structures has been the destination for a large
number of people in the recent years. The shift of the couple from an European background to a
totally new culture will involve a cultural shock. The cultural shock can only be avoided once the
couple has a proper amount of knowledge of UAE. As mentioned earlier some of the main points
that are to be incorporated within the pre-departure training program for UAE will include;
 Cultural Profile- UAE is a federal state comprising seven regions also called as
Emirates. This includes the likes of Abu Dhabi, Dubai, Sharjah, Ras Al-Khaimah, Ajman,
Umm Al-Qaiwan and Fujairah. The region was united in the year 1971 and the oil
economy was put into place in the following years. The oil economy was the main reason
for the prosperity of the particular region (Doucet decamp and rabin, 2017).
 Demography- The mentioned country has a very small population relative to its size and
wealth. The country lied in shambles and the population lacked the basic skills before the
introduction of oil production. The oil production of the co0untry helped it to achieve
development and triggered a rapid growth of population.
 Linguistic Affiliation- The official language of the host country is Arabic. The main core
of the immigrant population is formed by the likes of the English, Hindi, Urdu and Farsi.
Commercial language of UAE is English.
 Food and Economy- Fish, rice, bread, dates, yogurt was the main diet of the people
before the 1960’s. However the food now has changed due to the availability of modern,
packaged and imported foods. These foods are available because of the presence of
modern supermarkets that offer a huge range of products. Lunch is eaten around 2’o
clock in the afternoon and the staple diet for lunch is basically rice, fish, meat and

13HUMAN RESOURCE MANAGEMENT
vegetables. However the presence of large stores offering packaged foods will be of great
help for the couple as they might face issues with the kind of fish being offered to them.
The people living in UAE take great pleasure in hospitality. The guests are welcomed
with warm hearts and socializing with friends and relatives is widely practiced by the
UAE population (Rabin et al. 2017). The guests are generally served coffee and fresh
dates. A tradition of passing incense around the headwear is common among the people
of Emirates. The development of the country and the large number of immigrant
population as well as the emerging tourism scenario of the country has led to the rise in
the number of restaurants which serves a wide variety of ethnic, continental and western
dishes.
 Social Stratification- The society in the following country has been divided mainly into
two types. The nationals and the immigrants. Citizens are again divided into four
different classes namely the ruling sheiks, the merchant class, the new middle class and
the low income groups who are basically the nomads. The immigrant society on the other
hand comprises of the top level professionals and immigrants, middle range
professionals, skilled workers and low skilled or unskilled worker class. The men
nationals wear a traditional white robe with a white cloth tied in the head whereas the
women wear long black dresses (Reiche Lee and Quintanilla 2014).
 Gender Role and Statuses- The labor class is divided by the gender and the economic
role and status is largely influenced by the gender. Schools and universities of boys and
girls are segregated and co curriculum education is not present in the country. Women
rarely participate in labor and work and it is correctly implemented in the labor force
participation rate which stands at just 6 percent. Patriarchy is widely practiced in the

14HUMAN RESOURCE MANAGEMENT
society and the women have no such power. Men continue to enjoy the benefits of
employment and thus enjoy a high degree of power and respect in the society.
 Etiquette- The social customs of UAE is generally the same like the other gulf countries.
Islamic greeting (Al-Salam-Alaykom) is the most appropriate and i9t is the tradition of
the men to follow the custom across the length and breadth of the country (Todd et al.
2017). It is also followed in the corporate world and not following it is believed to be a
show of disrespect. The verbal greeting is followed by a nose to nose touch and also by
shaking hands. Women on the other hand kiss each other cheeks a number of times.
 Secular Celebrations- The national day of UAE is on the 2nd of December and is
considered to be the largest secular celebration. The cities are decorated with lights and
other showpieces and a number of cultural programs take place on the very day. On th
other hand 1st January is a holiday but it is not a celebration for the country. The other
religious communities celebrate their own religious and national holidays.
Geert Holfstede’s cultural dimension theory states that culture is the organized programming
of the human mind that is the main cause behind the differentiation of one person from the other
based on their nationalities, race, caste, creed, religion, speaking habits and many more as such
(Wurtz 2014). The British family mentioned in the following case study must abide by the rules
and regulations of UAE and work according to the ethics of country. Opposed to their own free
lifestyles of England they must restrict themselves and adapt to the conservative mindset of the
Emiratis. The training program to be undertaken by the couple will thus be followed accordingly
to ensure their success.

15HUMAN RESOURCE MANAGEMENT
Task 3
Question 1
Mazda is a Japanese Automobile manufacturing company headquartered in Hiroshima,
Japan. Mazda produced around 1.5 million vehicles for global sales. The company has an annual
revenue turnover of around 3.4 trillion Japanese Yen and a net income of around 13.4 billion
Japanese yen. The company is surely one of the largest automobile makers of the globe.
However the company faced a bankruptcy in the year 1980 which challenged its survival. This
made the organization more careful about the future actions and thus the management reacted to
the situation by formulating and applying a set of strategies to counter such serious threats to its
existence (Bruner et al. 2017). The first thing which the company did was to reduce the salaries
of the managers by 20% and also decided against providing bonuses to the employees for a
period of four years. This was done basically to avoid any termination of employees. The
management of the mentioned company implemented a set of principles in the year 2009. They
were;
a. Integration- The integration of the employees with the customers of the Organization
b. Challenging spirit- The employees at all levels must be trained with the adequate se4t of
skills that are required for them to challenge any kind of tough situations.
c. Self Initiative- The employees must have the freedom to express themselves and innovate
new kind of products that are helpful for the international recognition of the mentioned
Automobile company
d. One Mazda- The following is a worldwide initiative taken up by the management of the
organization to make sure that all the branches, regional and international headquarters as

16HUMAN RESOURCE MANAGEMENT
well as the production plants of the organization to follow the same strategies. Such a
process will help ensure a proper format for the organization and will ensure operational
smoothness.
e. Tomoiku- The following term is a Japanese term meaning learning and teaching method.
The old employees of the organization have the responsibility to teach the new generation
of workers and train them according to the Mazda system.
f. Continious Kaizen- Kaizen in Japanese stands for wisdom and integrity.
g. Flawless Execution- The strategic initiatives must be implemented accordingly to make
sure that every strategy is in place.
In the year 2008, Mazda implemented a Human resource development program which
ensured that all the new employees of product related divisions are trained for about three years
in the product development related divisions (West Ford and Ibrahim 2015). This will help them
to become experts in the work and will also help to avoid any kind of flaw in the system
designing. The extensive training program will also help to improve the logical thinking and to
express the individuality of the drawings of the design and also be able to control the practical
work easily. The supervisors of the training program also meet with the trainees every now and
then to ensure that they are on the right track in their development process. The main motive
behind such a move is to make sure that the employees become experts in their own fields.
On the other hand Chrysler is an American company that also produces automobiles. The
management policies of Chrysler depends on the home grown prospective of the eastern
countries especially that of the countries in Asia (Zorkóciová Šimorová and Šášiková 2014). The
management of the mentioned company drastically terminated a large number of employees

17HUMAN RESOURCE MANAGEMENT
during their crisis period and also reduced the payment of the senior executives of the company
by 2%. This proves the capitalist mindset of the management as they were ready to sacrifice their
workers but feared to get rid of their managers and supervisors. The American society on the
other hand is not too much family centric and thus the independent nature of the people makes
them change their jobs every now and then. Thus it was easy for the employees to accept the
situation. However the company has adapted to a new style of organizational development that
has helped them to put a stop to such practices. The integration of the company led to the
structural changes in the organization that included consolidation and integration of a number of
different functions, centralizing the Human Resources of the company. Such a positive step
ensures the proper management of the organization.
Question 2
There are lots of reasons that lie behind the difference in approaches to a same
organizational crisis by different companies. The approach followed by Mazda was different
from that followed by Chrysler. It is seen that the management of Mazda did not put the axe
upon the employees and rather insisted on a pay cut which was widely accepted by the
employees where as the management of Chrysler made the laborers suffer and retained the white
collared employees (Russo 2017). This striking difference in approach is just because of a
striking difference in the culture of the countries as Japan and America have a totally different
culture.
Characteristics Japanese Culture American Culture
1. Job roles and duties for
groups and individuals
The Japanese companies
always give preference to the
Organizational roles and
individual roles are related to

18HUMAN RESOURCE MANAGEMENT
team. The team preference is
given as because it is believed
that the team is most
important as it helps to
improve the performance of
each and every member within
it.
each other and thus preference
is given to a single person
rather than the team.
2. Relationship with the
employees
The management of the
Japanese companies gives
utmost preference to the
employees as they are
believed to be the assets who
run the company. They ensure
every possible benefit for the
employees and mix with them
freely.
The companies in America
usually prefer those
employees who are talented
and have the right skills to
enrich the company. The
ordinary employees are not
much entertained in US
companies (Moran Abramson
and Moran 2014).
3. Constancy A number of high level
discussions and meetings with
lots of paper work take place
before taking any big
decisions. This helps the
management of the companies
to take the correct decision at
The US companies generally
prefer to take decisions at a
quick pace and hardly takes
the advice of the juniors to
solve any problems or take
important decisions. The
management of the companies

19HUMAN RESOURCE MANAGEMENT
the correct time (Kuriyama
2017).
gives a free hand to the
managers and supervisors to
take important decisions on
their own.
4. Mixed culture The people of Japan are
planned and disciplined in
their lifestyle. The Japanese
people have a proper
upbringing and follow a
proper family style which is
evident in their way of living.
The American culture is
mixed up because of the
presence of people from a
variety of countries. The
people usually bring lots of
new ideas which are
implemented by the
management.
5. Basis of
communication
Phone, e-mail are not
preferred modes of
communication. Meetings and
formal discussions are
preferred (Bungsche 2015).
Communication through
phone and email is preferred
in USA.
Task 4
The management of Etisalat Corporation announced a dedicated plan to adopt a proper
business model which is completely based on the outsourcing of business support services. The
management of the company has decided to outsource the services to the most specialize vendors

20HUMAN RESOURCE MANAGEMENT
who have the global experience to carry out the complex tasks effectively with ease (Samontaray
and Al-Aali 2016). The corporation has focused on the core business to meet their goals which
include quality of customer care, increasing the productivity of the organization, promoting
healthy competition in the international market and to make sure that the company is financially
healthy (Kolachi and Akan 2014). The HR department of the mentioned organization has taken
the following step to ensure that the company remains competitive in nature. The HR department
of the organization is vital to the success of the organization as because it formulates the proper
strategies to help the organization move on the right path. The HR department of the
organization also provides the structure and manages the organization effectively to tackle the
situation. According to, ElKhouly et al. (2014) the HR department of Etisalat is always engaged
in managing and increasing the performance of each and every employee of the business
organization. Thus from the above discussion it is quite clear as well as evident that the HR
department of the organization is quite important for the success of the organization. Etisalat
believes in hiring and retaining the best employees from the market as because it is quite crucial
to the success of the organization (Kolawole and Agha 2015). The company HR has often faced
issues while managing lots f HR functions at one go. Thus they outsourced some of the activities
to ease their pressure. The main activity of the company that has been outsourced includes;
a. Employee Selection and Recruitment- The selection and recruitment of the employees is
totally on the hands of the HR department. The department is usually responsible for the
advertisement of job vacancies, choosing the right candidates for the interview or internal
tests, selecting the candidates based on the merits and their demands, screening them
correctly and also to conduct the preliminary interviews. The company needs to execute a
proper set of plans for staffing and then list out the actual number of employees needed

21HUMAN RESOURCE MANAGEMENT
by them. Etisalat usually has a proper staffing plan for the organization to make sure that
they employ the exact and the correct people for the job. The outsourcing of the
following tasks will help the organization to concentrate more on internal tasks and
maintain a smooth and efficient functioning of the organization.
b. Employee Orientation-Most of the companies fail to provide their employees the right
direction and thus ultimately fails to achieve the goals of the organization. The HR
management of Etisalat has outsourced the following task to make sure that a proper
orientation policy is in place to help the mentioned organization achieve its goals.
c. Maintenance of proper working conditions- The maintenance of proper working
conditions is utmost necessary to the success of business. The maintenance of a proper
workplace environment helps the organization to be more efficient. The employees in the
mentioned company stays motivated and dedicated towards their work as the
management of the organization focus more on the benefits of the employees. The HR
department is responsible for the proper upliftment of the employees and ensures that
they receive the proper amount of financial and non financial perks. The company is also
responsible for the welfare of the employees as because it ensures job satisfaction.
d. Management of Employee Relations- The employees are given due respect from the
management as because they are the pillars to the success of the company. Employee
relationship is thus a broad concept and one of the most key elements of business (van
eeden 2014). The organization has to foster great employee relations so that they are able
to deliver the best performance for the organization. A proper HR policy is thus needed to
help the employees both at personal and professional level. The HR department of the

22HUMAN RESOURCE MANAGEMENT
organization has thus huge responsibility to manage the interpersonal relationships within
the workplace.
e. Training and Development- Training and development are two of the most important
roles of the Human Resource department. The management of Etisalat has in place one of
the best training and development programs that helps the new employees as well as the
old employees of the organization to face any critical situation with ease.
The main benefits of outsourcing the HR services include;
1. Cost Savings- The main benefit of outsourcing HR services include cost savings for the
organization. Outsourcing the different activities of the company helps the management
to save huge amount of money as the HR department of the company often fails to
deliver proper services when they do multiple tasks at one go. The Hr management of
the organization helps to manage all the risks associated with the organization and thus
they generally hire experts to do the other related tasks as mentioned in the earlier
paragraph. HR department of the organization maintain and audit policies and practices
to make sure the company and its staff best interests remain (van eeden 2014).
2. No overheads- Overhead amounts of the organization are outsourced by the
management of the mentioned telecommunication company to make sure that they does
not act as extra burden for the company. It involves the proper and effective
communication between the organization and the hired company so that a proper balance
is kept in between the tasks of the organizations
3. Inclusion of Skill- Hr outsourcing is key to the inclusion of new operations or business
for the company. The mentioned telecommunication company has outsourced many of

23HUMAN RESOURCE MANAGEMENT
its new business operations in other countries to facilitate smooth performance of the
Company. The outsourced companies also look after the employee operations which
help to reduce the burden of the managers and the supervisors. The flexible staffing is
another advantage of the outsourcing.
4. Constant Services- The development of new technologies and business procedure has
turned out to be very fruitful for the employees as because they are always updated about
the recent activities of the business organization and thus contribute positively to the
growth of the organization (Deeb Eldin and Kamel 2014). The outsourcing of the
business operations by the management of Etisalat have helped the skill based HR
experts to deal with the different kinds of advanced workplace systems, technologies,
methods and software. The HR department is able to maintain the skills that are needed
to run the company smoothly and efficiently for the proper functioning of the
department.
5. Prevention of Turnovers- The outsourcing of the business activities of the organization
has helped them to prevent the danger of turnover problems to a major extent. Such
operations result in the delay in the HR operations and ultimately affect the plans and
programs of the organization. In such cases all the employees of the organization suffer
different troubles. According to the senior HR officials of the company the outsourcing
of the HR operations has helped to reduce the dangers of damage in operations due to the
loss of staff.
6. Customer Service- The customer service of the mentioned business organization has
been recently outsourced to Egypt. The customer service of the organization needs to be
implemented accordingly to make sure that the best service is provided to them to

24HUMAN RESOURCE MANAGEMENT
develop their company and expand internationally (Iqbal Hung and Mohammed 2017).
Etisalat believes in providing the best service for the people to facilitate all their
demands.
As mentioned in the earlier part of the chapter outsourcing is done by the company mainly to
avoid incurring high amount of cost. Outsourcing thus simply involves other companies to
provide service to the customers on behalf of the main company according to its instructions.
The on shore companies usually charges high amount than the off shore outsource companies
and thus most of the companies similar to Etisalat outsource their business operations to incur
less cost and increase their turnover (Babatunde 2016). The management of Etisalat has recently
outsourced the customer care unit of the company to Egypt which will help it to reduce the costs
that is generally incurred by the HR department to provide quality service to the customers. It
also helps to drastically reduce the pressure off the managers which is helpful to maintain a
smooth chain of operational efficiency within the telecommunication company of the Middle
East. The following services have helped the organization to expand their presence around the
globe slowly. The strategy of the company behind choosing Egypt as the host for the outsourcing
of customer service lies in the motive of the company to spread its wings across Asia and then
have a strategic entry into the whole of Africa. Some of the most important elements that have
been considered by the management of the mentioned telecommunications company during the
implementation of the outsourcing are as follows;
a. Quick Decisions- The efficient running of the call centers is one of the toughest jobs. The
running of a good call center is really hard and tough and takes a lot of infrastructure and
HR support. The outsourcing of the customer services to the experienced companies with

25HUMAN RESOURCE MANAGEMENT
the presence of proper infrastructure helps the organization to achieve considerable
success.
b. Tough Labor Market- The present age of globalization has made the market tougher as
well as competitive in nature. The more the competition, the more is the fight for a proper
outsourcing. The failure to create and implement a proper staffing plan also makes it
necessary for the company to outsource the business operations.
c. High volume of calls- The success of the outsourcing company depends on the amount of
easy calls they attend. The presence of only the easy calls helps in the expansion of the
customer service and ultimately helps the organization to deliver the best service to the
customers of Etisalat.
d. Round the Clock services- The mentioned telecommunications company has selected an
organization of Egypt that provides round the clock services for all the customers staying
in different parts of the world where the company has established its operations.
e. Caution from danger- The management of Etisalat has taken the help of the professional
and expert consultants before reaching into an agreement with the Egypt based company
to outsource its customer service operations outside UAE. Thus it can be said that
outsourcing a large number of benefits for the HR department of Etisalat
Telecommunications.

26HUMAN RESOURCE MANAGEMENT
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