Operational Management Report: Recruitment, Training, and KPIs

This report delves into operational management, specifically focusing on the recruitment and training of campus managers within an educational institution, ABC Institute. The report is structured around two main tasks: the first analyzes the recruitment process, detailing job duties, required consultations, resource allocation, and key performance indicators (KPIs) for campus managers. It outlines the steps involved, from defining job descriptions to conducting interviews and providing feedback to candidates. The second task focuses on a hypothetical cleaning service business, examining job duties for cleaners, KPIs, and an induction checklist. The report emphasizes the importance of clear job descriptions, effective advertising, and the establishment of measurable performance metrics to ensure successful recruitment, training, and operational efficiency. The report also includes practical elements such as a sample email to the HR assistant and explores the financial aspects of the business.

Running head: OPERATIONAL MANAGEMENT
Operational Management
Name of the Student
Name of the University
Author Note

1OPERATIONAL MANAGEMENT
Answer to Task 1:
Step 1 and Step 2 –
Job duties & responsibilities Consultation with whom Required Resources
Cite out the requirements which
campus managers need to exhibit
for carrying out the responsibilities.
Hence clearly specify the skills and
experience that campus managers
would require to possess (Arthur
2012).
Consultation would be carried
out with head of the college,
senior members and campus
coordinators.
Meeting in person with all
the concerned persons.
Then proper follow up
should be done through
carrying out discussions
over telephone calls and
messages to keep track of
the process of recruitment.
Determining the costs required for
carrying out the recruitment
process, which is a critical aspect.
Costs related for putting up
advertisements, updating website
through change in graphics, hiring
through usage of external
recruitment agencies (Austin 2013).
Take into account the
compensation packages along with
In this case, principal of the
institute and other senior
members would be consulted
with in great detail to chalk
out an ideal plan. In addition
to all these, marketing
managers would also come
into play in order to ensure
that the right strategies are in
place so as to clearly specify
Get in touch with head of
the campus, marketing and
financial managers.
Conduct meetings with
recruitment agencies by
carrying out discussions.
A proper cost analysis is
required by keeping in
mind the budget
ascertained. Proper

2OPERATIONAL MANAGEMENT
other benefits for the new
managers who would be appointed
by taking into consideration other
related factors. Formulating a
budget for undertaking the process
of advertising and recruitment, to
keep track of the fact that the actual
costs do not exceed the budgeted
figures (Australia 2012).
the requirements and the
message goes across to the
right candidates.
research must be carried
out on the location of each
campus to get an idea of
the economy and hence
carry out appropriate
comparison on the type of
economy for that
particular region. (Bonoli
and Hinrichs 2012).
The job descriptions for the
managers, who are set to get
appointed, should be in line with
the roles and responsibilities
needed to be carried out. These
should be set after taking into
consideration the skills and
expertise possessed by the
individual and they should be in
line with the policies and
procedures of the organization.
Senior members of the
college, people entrusted with
the responsibilities of HR and
Administration department.
Go through the necessary
requirements that need to
be followed, by looking
into the agendas
formulated in earlier
meetings.
Decide upon the platforms which
would be required to advertise new
Discussions to be carried out
with the marketing manager,
The organization’s
website designing

3OPERATIONAL MANAGEMENT
vacancies for Campus Manager, in
accordance with the budget, cost of
advertisement and the location
where the campus is located
(Cunningham et al. 2012).
constant touch with external
recruitment agencies and the
website designing team of the
organization.
software, take care of the
pages in social media
channels.
Another major responsibility is to
properly scrutinize the skills and
experience of all the applicants,
then go ahead to conduct
interviews for shortlisted
candidates and take decision on
successful candidates.
Head of the campus, HR
department of each campus
and outside recruitment
agencies in each state.
Conduct a proper review
of all the resumes
received, gather
information from previous
employers, as part of
reference check and hold
regular meetings for
carrying out discussions
regarding the applicants,
forming feedback for the
interview conducted and
then finally take decision
on the appropriate
candidate.
Frame out effective induction
training sessions for newly
recruited centre managers. Give
Campus head, Human
Resource Department and
Outside managerial training
Webinars, conduct
training courses first hand
to provide them with the

4OPERATIONAL MANAGEMENT
appropriate support to them during
the period of probation. Then assist
them with all the necessary support
as and when required.
experts. desired knowledge and
understanding of how the
duties are required to be
carried out.
Step 3 –
Job Duties Key Performance Indicators
Get the specifications related to the job
finalized and also create an attractive script
with the job descriptions, which fulfill the
requirements of the institute by keeping up
their set plans and procedures (Collmus,
Armstrong and Landers 2016).
The effectiveness of the specified job
description, kind of advertisements put up and
the techniques followed can be analyzed
through reviewing the kind of responses
received and number of candidates applied for
the job.
Cost is an issue, which requires proper
planning related to the set up of budget with
respect to advertising and other related costs,
along with the ascertainment of the new
manager’s salary (Epstein and Buhovac 2014).
Keep a proper track of the costs incurred
during the whole process of recruitment,
starting with advertisement, recruitment and
training processes (Hřebíček et al. 2014).
Confirming to abide by the best platforms for
posting the vacancies related to the job.
Putting up effective and catchy advertisement
of the job vacancies to attract the attention of
related candidates and also ensure wider reach
Identify the platform, most effective for putting
up job related advertisements by going through
the amount of responses received across
different platforms and carry out a comparative

5OPERATIONAL MANAGEMENT
(Hughes and Ferrett 2012). analysis.
Carry out a thorough review of how
prospective candidates have expressed their
interest for the particular position and then
decide on their suitability.
As a performance indicator, comparison of
different individuals’ skills and experiences,
needs to be carried out with the kind of job role
and responsibilities mentioned in
advertisement.
Conduct in-depth interviews for the candidates
shortlisted across college campuses and based
on the performances of the candidates, take
decision on the most suitable applicant for each
of the positions (Hunter, Cushenbery and
Friedrich 2012).
Identify the suitability of the candidates, who
have been interviewed for each of the positions
and then decide upon, with whom to proceed
for the second round of interview by seeking
the necessary support from the management
(Kehoe and Wright 2013).
Arrange thorough inductions and training plans
for all the new managers by providing the
necessary support during the 1st quarter in their
campus.
Keep a close watch on the managers in their
workplaces, overseeing the responsibilities
they are carrying out will give a clear
indication about the understanding and
competency, which they possess (Landsbergis,
Grzywacz, and LaMontagne 2014).
Step 4 -
Prioritization KPI Resources Required to
implement KPI
Role responsible for
monitoring

6OPERATIONAL MANAGEMENT
Finalization of the
roles and
responsibilities
through creation of a
clear and catchy job
description, keeping
in line with the
policies and
objectives of the
college.
Measuring the
effectiveness of job
description,
advertisement put up
and the techniques
required to give out
the right sort of
information and
message by reviewing
the interest and
responses received
from job vacancy
advertisement (Marr
2012). Accordingly
carry out an analysis
on what changes can
be made to increase
effectiveness.
Meeting with all the
relevant people, who
have the authority to
take important
decisions and also
give out suggestions
(Mone and London
2014).
Gather feedback from
recruitment agencies
which possess the
required experience in
advertising for similar
positions.
Information from the
internet and
company’s handout
where the policies and
procedures are framed
out.
Each and everyone
from the earlier
meeting conducted
should agree upon the
job description and
experience required
for carrying out the
role.
Assessment of the
skills, which are
required to be
The key performance
indicator in this
situation would be
Review and reassess
the applications
received. Carry out
The role responsibility
to be carried out is by
way of reviewing

7OPERATIONAL MANAGEMENT
possessed and
experience required
for the interested
applicants.
Conduct interviews
for all the shortlisted
candidates and decide
upon the successful
applicants.
Give the required
position and the
desired salary to the
candidates
successfully crossing
the hurdle of
interviews.
through identification
the kind of candidates,
who would be suitable
for each of the
positions (Parmenter,
2015).
reference checks with
the previous
employers. Meet with
the representatives
and other officials to
discuss about the
applicants shortlisted
for the interview,
provide the necessary
feedback and take
decision on how to
proceed with the
suitable candidates.
resumes. The
coordinators of each
and every institute
conduct physical
interviews in the place
of work.
As an HR Manager,
he or she provides all
the applicants,
interviewed for the
post, with the
necessary feedback,
irrespective of them
achieving success or
not.
Hence, the HR
manager puts out
offer packages for all
the successful
candidates and
communicate the
same to them through
mails or over

8OPERATIONAL MANAGEMENT
telephone.
Step 5 –
To
Henry James
HR Assistant
ABC Institute
World Tower Commercial Suites
Sydney NSW 2000
Subject: Job Advertisement for New Recruitment Drive
Dear Henry
This is to bring to your attention that an advertisement related to the recruitment drive for getting
on board new centre manager, is required to be put up in the earliest possible time. The
advertisement should be very specific to the roles and responsibilities which he or she needs to
carry out, so that only the right set of candidates with the requisite qualifications and
responsibilities apply for the post.
The advertisement should also contain the kind of activities he or she would not to carry out as
the centre manager of ABC Institute.

9OPERATIONAL MANAGEMENT
Hence, the advertisement should serve the purpose of attracting the right candidates for the job.
Thank you
Jack Martin
HR Manager
ABC Institute
Answer to Task 2:
Step 1 –
In order to reach her cash flow projections, Sarah requires 100 clients within the twelve month
period and if she manages to secure even more than 100 clients, then she would need close to 50
cleaners.
All this would require heavy investment, hence substantial amount of cost would be incurred.
Ideally Sarah needs to advertise her business in order to get partners because with time, when her
business would expand, she would need somebody to assist her in handling all the activities
(Phillips and Phillips 2016). Along with the partners, Sarah would also require to approach
businesses, who would provide funding to the business.
Step 2 –
5 job duties in designing the job description for cleaners:
i) Clean, stock and provide designated facility areas for carrying out different activities.

10OPERATIONAL MANAGEMENT
ii) Regular inspection and maintenance of activities should be performed and also make sure that
everything gets documented (Rivera 2012).
iii) Carry out cleansing tasks along with special projects.
iv) Keep proper stock of the essentials and look after the maintenance of supply rooms
v) The health and safety regulations are met in order to avoid any mishap.
Step 3 –
Following are the five Key Performance Indicators for cleaners:
i) Level of Client Satisfaction, based on which scores would be given.
ii) The quality which was promised to be maintained by the cleaners, see to the fact whether they
have abided by their promise.
iii) The budget that was set for procurement of necessary utilities, in order to let them carry out
their tasks in a hassle free manner, conduct an audit to see if the cost incurred is in line with the
set budget.
iv) Ensure that the cleaners or employees are using the proper waste management system to
dispose off all kinds of wastes.
v) Cleanliness of the employees working helps in creating a good impression on the minds of the
customers, thereby lead to an increase in orders through building of trust.

11OPERATIONAL MANAGEMENT
Step 4 –
Induction checklist for cleaners who will be hired:
Checklist items for induction Checklist items for induction
Introduce newly recruited cleaners to other
members.
The communication procedures which should
be followed.
Make them feel comfortable by taking them
around the workplace.
They must be made aware of the ‘to do list’ in
case of any emergency.
Let them understand the job duties and
responsibilities which they require to carry out.
Maintaining safety and security and also ensure
timely service for the clients.
Give them proper insight on the dress code,
policies and procedures.
Proper delivery mechanism which should be
followed while delivering stuffs to the clients.
The cleaners must be made to understand the
importance of customer satisfaction for a
business to grow.
Most importantly behaving in a cordial manner
with the client is a necessity, which would not
be compromised in any cost.
Step 5 –