This case study analyzes the human resource management challenges faced by TK Ceramics, a company dealing with ceramic tiles. The case explores the need for job redesign within the organization, specifically focusing on internally facing and customer-facing roles. It investigates the advantages and disadvantages of drawing shop workers from existing staff, evaluating the impact on productivity, employee morale, and training needs. The assignment also delves into creating job descriptions and person specifications for new shop positions, considering the required skills and competencies for sales executives and customer success managers. Furthermore, it compares the key skills and abilities needed by field sales representatives versus those required for shop staff, highlighting the distinct demands of B2B and B2C sales models. The case study offers insights into effective HRM strategies, including job enrichment, rotation, and the importance of customer relationship management.
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