Human Resource Management at Tesco: Policies, Strategies, and Analysis

This report provides a comprehensive analysis of human capital management practices at Tesco, a leading multinational retail company. It begins with an introduction to human capital and its significance in organizational success, emphasizing the role of human resource management (HRM). The main body delves into Tesco's specific HR policies, including personal management, recruitment and selection processes, job evaluation methods, and the effectiveness of its reward systems. Furthermore, the report proposes new HR policies to enhance employee retention, suggesting training programs, mentorship, and recruitment strategies. It also outlines strategies for improving customer service, such as enhanced customer interaction, attention to every touchpoint, and the importance of customer feedback. The report provides a detailed examination of Tesco's HR practices, offering valuable insights into its strategies for managing its workforce and improving customer satisfaction.

HUMAN CAPITAL
MANAGEMENT

INTRODUCTION
The human capital consists of knowledge, skills, personality, habits and social issues of
the employees of the organization. The economic value of the organization is created only if the
employees have all these things in them. The human capital is different from other capitals. The
organizations wants their employees to be achieve all the goals and targets made by the
organization. The main objective of the organization is to gain maximum profit. The human
capital resource is closely related with human resource management.
Tesco is a British multinational company which deals in the groceries and general
merchandise retail business. The company was established in the year 1919 as the public limited
company. The company have the headquarter in the Welwyn Garden City, Hertfordshine,
England. The organization have 450000 employees working for different sectors in the different
locations. The organization got diversified by new product offerings. The new products which
were offered by the organization were books, stationary, petrol, credit cards, bank accounts and
other financial services to their customers.

MAIN BODY
HR POLICIES OF TESCO
The HR policies followed by Tesco are as follows:
 Personal Management and Human Resource Management
The personal Management is an traditional method used by the Tesco. This method is used to
evaluate different activities which are going within the organization. The personal management
and human resource management includes the overall work don in the recruitment, staffing,
managing employees payrolls and maintaining the obligations which are contractual. The the
personal management also includes all the efforts made by the employees of the organization in
making their business success in the market. The human resource management plays a very
important role in making of the rules and policies which will turn out be beneficial for the future
of the organization(Lazareva, and et.al., 2018,). The Tesco's Human Resource Management did
the same thing and now the Tesco is considered to be top retailing store in the world. The
personal managers of the Tesco were working as an mediator between the employees and higher
authorities of the organization. Their work was to convey the problem and issues faced by the
employees of the organization regarding the work culture, salaries, incentives, targets given to
them etc. The personal manger or the human resource manager's brings out with solution which
best fits to the organization's policies and their employees demands.
 Recruitment and Selection Policies
The recruitment drive of the Tesco is based on the internal and external environment of the
organization. The Tesco first looks at the internal environment of the organization in which the
promotions of current employees on the new job designation is done. If the organization have
any new job vacancy which is vacant, then the candidates preferred for that for job vacancy will
be those employees who are working under that vacant post. These employees will be recruited
on those vacant post as a promotion(Daniel, C.O., 2019). The promotion is based on the overall
performance of the employee and how much profits they had made for the organization. If the
organization does not find any suitable employee within their work place then they will go for
external environment. For that external environment the organization will give advertisement of
the job on different job portals. In this process the candidates will mail or upload their CVs on
these sites and the companies will shortlist those CVs according to job profile and requirements.
Then an aptitude test will be conducted and then candidates who have cleared the aptitude test

will be called for personal interviews. The final selection will be based on the overall
performance of the candidates in all the rounds of recruitment.
 Job Evaluation
The Tesco provides job evaluation on the basis of giving compensations and incentives to their
employees instead of giving promotions. The employees works on the same designation but the
salaries provided to them increases with time and their performances. In case if there is
promotion made in the organization, then the job profile of the employees is evaluated in the
organisation. The job will be evaluated on the basis of overall performance of the employees
during an financial year. The skills of the employees which they had used to make the profit for
the organization and their talents which makes good image of the organisation in the market. The
employees work efficiency and efforts made by them are also judged which evaluating their jobs
in the Tesco(Jardon, C.M., 2016). The company changes the roles and duties of the employees in
the job evaluation process. The factors which effects the job evaluation in the Tesco are that the
payments and salaries made to the employees of the organization can be sponsored by the
external environment of the Tesco. The other factors such as industrial scenario, economic
environment of the UK, financial health of the organization, scenario of competition in the
industry effects the job evaluation of the employees working in the Tesco.
 Effectiveness of Reward System
The reward system plays very important role in the performance of the employees in the
organisation. The employees get motivated only if the they are provided with proper rewards and
benefits which they deserve in the organization. The rewards are given to the employees only if
they are performing very well in the organization and if they are bringing good business for the
organization. These rewards can be given in the form of increase salaries, incentives, family
holidays, gift vouchers, convince vehicles and transfers according to the employees preferences.
PROPOSING NEW HR POLICIES IN TESCO
The new HR policies can be performed in Tesco by the following ways:
(a) How to improve employees retention
The employee's retention can be improved in Tesco by providing them with good training
and development sessions. In these sessions, the employees will work under a mentor who is
highly skilled and they should be working in the Tesco from at least 5 to 7 years(Bartz, and et.al.,

2017). The employees should have an proper knowledge about all the rules and policies of the
organization and should have the ability become a mentor to train the employees. The complete
employee's retention will be received when the employees will develop their own skills and
values in the organization. The employee retention can be improved by providing the employees
with responsibilities and tough roles in the organization. This will help in increasing the sense of
responsibility among the employees. The Tesco should start recruiting the candidates who are
fresh graduates from colleges. This will help them in reducing the unemployment of the country
and they employees will get the knowledge about work culture and private organizations. If the
Tesco can't provide employment to the students, then at least they can provide paid internships to
the fresh graduates. This will help the students to increase their knowledge and skills. Every
company wants an long term growth and success in the market. This can be done only by
recruiting the skilled workers and getting rid from the unskilled employee's of the Tesco. The
unskilled workers who are working in the organization and they are not providing any kind of
benefits or profits to the organization, then they should leave the organization's(Chemmanur, and
et.a).
(b) How to get more effective customer service practices
To gain more effective customer services practices, the Tesco should do the following:
 Interaction with Customer
The Tesco should make an strong and regular interaction with their customers. The regular
interaction means interaction with the customers who visit the Tesco outlets every month. This
interaction will build up strong customers and employee relationship which will be helpful for
the organization to bring more and more new customers in their stores. The customers of these
organization will do marketing of the products and services of the Tesco in the front of their
families and friends(Mereaux, and et.al., 2015). The marketing will be done by the “word of
mouth strategy”. The good interaction with the customers will provide many benefits to the
organization. The organisation will easily come to know about the needs and preferences of the
customers and what they exactly want from the organization. It will be helpful for the Tesco to
introduce those products which are in demand. The interaction made between the organisation
and customers should be two way because whenever any customer is complaining about any
product or service of the Tesco, the organisation should listen to their customers and admit their

mistakes they have made in dissatisfying their customers. The following up with the solved
problems of the customers will be helpful in providing complete satisfaction to the customers of
the organization. The issues and problems which were faced by the employees of the
organization should be solved with the minimum time possible and after solving the problem, the
feedback should be taken form the employees that are they satisfied from the services received
from the organisation(Pilarski, and et.al., 2016).
 Looking at every touch point
The organization should keep an eye on every touch point which the customer had made with the
purchase of every product. When a customer complains about any product or service of the
organization, the producer should take an quick action on the issue raised by the customers. The
organization should have make the experience of customer outstanding by their offered products
and services(Pasban, and et.al., 2016). If the customer complains about anything, the employees
should not ignore the customers complaints and they should start working on the issue raised by
the customer. Not only the recent issues raised by the customers should be improved, the
organizations should maintain a record of old problems and issues raised by the customers of the
organization. This checking of old recorders will help in improving the work strategies and the
organization will keep in mind that they do not repeat those mistakes again in the business. The
Tesco should keep an contact with their old customers and check their satisfaction level from the
products of the Tesco. By doing this they can make those customers aware about the new
products and services launched by the organization in the recent times(Pasban, and et.al., 2016).
The looking at every touch point will reduce the future risk and possible problems which can be
arise in the organization.
 Taking feedbacks from the customers
The feedback plays an important role in making the successful business for every organization.
The feedback given by the customers will help in making changes and innovation in the products
of the organisation. In feedback, customer gives all the information about their need, wants and
expectations from the products of the organization. The feedback is taken by the customers after
they purchase any product from the Tesco. The feedback can be taken by providing the feedback
form which will consist of several question(Zakery, and et.al., 2017). These questions will be
related to product quality, packaging, product quantity, effectiveness of the services provided by
the organization, size of the per unit of the product, the prices of goods and services, place where

the retail store is located, behaviour of the employees working in the Tesco outlets etc. The feed
back form can be in the form of multiple choice question or can be in the form of question
answers in which the customer have to give their opinion in brief. If the feedback form is having
multiple questions then also at the end there will some space provided in which the customers
can write their opinion and suggestions(Arena, and et.al., 2016).
 Enhancing Customer Service Strategy
The customer services can be enhanced by providing the fastest and best service to the customers
of the organization. The strategy for providing the best customer service to the customers is
making 24 * 7 availability of services for the customers. As the organization is offering many
online services for their customers. The organization should make assure that whenever the
customer places any order online, then the quick delivery should be made so that the customer
don;t have to wait for their desired product and services(Ogunyomi, and et.al., 2016).
(c) The use of technology to improve interoffice communications
The Tesco should use the intercoms to get connected with the employees working within
the organization. Each cubical of the office should have at least 3 intercoms or landlines phones
which will work as an intercom(Collings, and et.al., 2015). The messages can be spread by
sending mails on the official e-mail id of the Tesco. The official mail id must be created for each
and every employee of the Tesco.
(d) Create/ Revise employees performance appraisals
The performance of the employees should evaluated in every 6 months and not on the
yearly basis. This will help in motivating the employees and making an clear image of their
performance in the organization. By this performance appraisals after every 6 month will give
the exact information about the work efficiency of each and every employee.
USING RELEVANT INDUSTRIES INFORMATION OF TESCO, CREATE JOB
LISTING INCLUDING STARTING SALARIES INFORMATION FOR THE
FOLLOWING POSITIONS
(a) Secretary

Company Tesco
Post Secretary
Location London
Report to CEO of Tesco
Qualification Master in Business Management
Responsibilities To manage the work of CEO
Title of the job Secretary
Date: 24, November 2019
Qualification required Essential Desirable Met
Need of Experience 2 3 4
Personal characteristics
& conduct
IT literacy Organisational
abilities and
efficient time
management
skills.
Honesty and Discretion.
Salary Offered 40000 50000 45000
Roles and
Responsibilities
To take care of all
the meetings,
works, task which
A good communication with
the boss or mentor and the other
employees of the organization.

should be
performed by the
employees of the
organization.
Knowledge of
foreign languages
in both reading
and writing.
(b) Marketer
Company Tesco
Post Marketer
Location London
Report to Sales officer of Tesco
Qualification Graduate in Commerce Field
Responsibilities To bring more customers for the business
Title of the job Marketer
Date: 24, November 2019
Qualification required Essential Desirable Met
Need of Experience 3 2 1
Personal characteristics
& conduct
Good in sales of
the products and
services.
Should not be
afraid of targets
given to them.
The curious nature of the sales
person is essential.

Salary Offered 20000 30000 25000
Roles and
Responsibilities
To complete the
targets on time
and increase the
sales of the
product of the
Tesco
The candidate
should have good
communication
skills and proper
knowledge of the
local language
where they are
doing the sales.
To bring maximum amount of
profit in the organization by
selling more and more goods
and services.
(c) Operations Manager
Company Tesco
Post Operation Manager
Location London
Report to Senior HR of the Tesco
Qualification 12th pass with minimum 60%
Responsibilities To take care of the production of the goods
and services.
Title of the job Operation Manager
Date: 24, November 2019
Qualification required Essential Desirable Met

Need of Experience 0 0 0
Personal characteristics
& conduct
The operation
manager should
focus on the
quality of the
product and
manage the
supply chain of
the Tesco.
Realistic in Nature
and should look
for efficiency.
Must have leadership quality.
Salary Offered 15000 25000 20000
Roles and
Responsibilities
Must have an
leadership quality
and oversee the
budgeting of the
products.
The identification
of problems and
opportunities in
the production
department.
Support the weaker workers
with training and
development in the
organization.
CREATE AN HEALTHY, SAFETY AND WELL-BEING POLICIES GUIDE FOR THE
TESCO
To create an healthy, safety and well being policies guide for the Tesco, the company
should follow these guidelines:
 Bearing all the expenses made in the treatment of employees who had an accident