BMP6003 IHRM: Cultural and HRM Challenges for UK Call Centre in Japan

This report critically evaluates the cultural and Human Resource Management (HRM) issues that a UK-based business, Williams Lea Tag, needs to consider when establishing a call center operation in Japan. It identifies cultural challenges such as communication barriers, workplace etiquette differences, and organizational hierarchy variations, emphasizing the importance of adapting international business models to local market conditions. The report also addresses key HRM issues including compliance with Japanese labor laws, talent acquisition, developing agile leaders, balancing local and home issues, and retaining critical talent. Furthermore, the report suggests adopting a cultural dimension model, considering aspects like universalism vs. particularism, individualism vs. communitarianism, and neutral vs. emotional communication styles, to ensure successful business expansion in Japan. Desklib offers a wealth of similar resources, including past papers and solved assignments, for students seeking further insights into international business and HRM.

Individual Report

Table of Contents
Introduction.................................................................................................................................................3
Main Body...................................................................................................................................................3
Cultural &HRM Issue..................................................................................................................................3
Cultural Issues.........................................................................................................................................3
HRM issues.............................................................................................................................................5
Cultural Dimension.....................................................................................................................................7
Advantages of Global business expansion..................................................................................................9
Conclusion.................................................................................................................................................10
References.................................................................................................................................................12

Introduction
In this fast growing world, competitive are taking more place all in each &every
enterprises whether it is national organization or international. IHRM refers to companies that
handle their human resource activities on a global scale. IHRM is essentially concerned with an
organization's overall understanding or management of HR functions. The main motive of this
project is to discuss about the Williams Lea Tag organization which is a global organization
offering business outsourcing to the big organizations. This company established in 1820
&headquarter situated in London, UK. The main motive of this report is to discuss about the
various cultural &human resource management issues which company will experience while
locating their business operations &Call center in Japan.
Main Body
Cultural &HRM Issue
Cultural Issues
There are various cultural issues are involved which can create the problem in business
expansion. Williams Lea Tag organization is about to locating a call centre in Japan so IHRM
consultant of the company need to pay more attention on the cultural issues which company can
face during the business expansion time period. The explanation about the various cultural issues
which company can face are discussed below-
It is determined that external influences affect HR exercises include cultural values.
Employee conduct is dictated by cultural values. Happiness &encouragement of each and every
employes are higher in organizational cultures that can helpful to improve the participation of the
employees and enhance their Knowledge, ideology, art, morality, laws, traditions, as well as
other capabilities &habits acquired by an individual as a member of a society are all part of
culture (Ayentimi, Burgess and Brown, 2018).
IHRM Consultant analyzed specific factors &begins with, culture shapes the types of
people who join an organization. Culture moulds people along specific lines, imbuing them with

a distinct identity. It is also not required for all people in a culture to be alike. Inside a culture,
there really are subcultures. Individuals use their own quirks, which are impacted by genetics,
ethnic, sub-cultural, social, &life experiences. Many organizations’ ability to manage the
resulting cultural transformations has been overtaken by globalization. The emphasis has been on
removing legal, administrative, technological, & economic constraints, but cultural barriers have
been overlooked or dismissed.
It is analyzed that Ignorance of differences in culture can lead to a loss of market share, a low
or negative return on the investment, missed opportunities and also reputational harm, legal
issues, productivity losses, expatriate failure and premature termination of contracts, joint
ventures &partnerships. Cultural differences can produce errors, conflicts, &biases, which can
result in disaster. There are various types of risk factors are facing by the Williams Lea Tag
organization because in order to conduct business operations in another country (Ayentimi,
Burgess and Dayaram, 2019).
 Failure to adapt international business models to local market conditions.
 Failure to recognize regional &subculture distinctions.
 Failure to recognize &respect local business practices.
 Adapting management practices across cultures is a mistake.
 Failure to recognize fresh possibilities.
As enterprises keep expanding across borders and the global market is becoming more
accessible to businesses large and small, several chances for organisations to operate overseas
were identified in 2017. Multinational and cross-cultural organisations are becoming
increasingly common, allowing businesses to get access to a broader base of knowledge and new
viewpoints on business difficulties. However, in terms of the benefits of knowledge and
expertise, global enterprises face potential stumbling blocks when it comes to community and
global business.
Although culture can be described in a number of different ways, to put it more simply,
culture is a set of commonly accepted values that all members of a community adhere to. In a
global business setting, however, what is customary and acceptable for one country's
professionals may be completely different for a colleague from another. The company's IHRM

Consultant is largely concerned with recognizing and comprehending the impact of culture on
international trade in three key areas: language, etiquette, and organizational hierarchy. This will
assist you in avoiding misunderstandings with foreign coworkers and clients and flourishing in a
globalised corporate world (Bischoff &Wood, 2018).
There are various issues can be experience by the organization as per to establish their call
center in Japan. The explanation about the culture issues are as follows -
 Communication -This is considered as the most specific cultural issue that is facing by
most of the organization during the business expansion. Williams Lea Tag organization is
looking forward to locate a call centre in Japan then communication can be a big issue
because there is a huge language difference in both countries. Any organization's success
depends on effective communication, and it's particularly critical when their information
is at risk of being "misconstrued." In many international organizations, English is the de
facto business language. But it's not only about what you say; it's also about how you say
it. While Finns place a premium on directness and brevity, Indian professionals may
communicate in a more indirect and subtle manner. Additionally, while speaking fluent
English can help you advance professionally around the world, recognize the value of
nonverbal intercultural communication can be just as crucial in global trade (Budhwar
and Mellahi, 2018).
 Workplace etiquette
This is determined that workplace etiquette is specific cultural issue that is facing by most of
the company during the business expansion. Williams Lea Tag organization is looking forward
to locate a call centre in Japan then communication can be a big issue one of many disparities at
the workplace conventions around the globe is different ways to professional communication. An
info graphic has been prepared by the organization to serve as a quick reference for cultural
differences in business etiquette around the world. The formalism of address, for example, is a
crucial aspect when interacting with employees and business partners from different countries. Is
it acceptable to address them with their first names or do they choose titles and surnames?
(Ermasova, 2021).

 Organizational hierarchy
In terms of organizational hierarchy and managerial responsibilities, cultures differ
substantially. Employees in junior and middle management may feel more secure taking a stand
in meetings, criticizing senior decisions, or expressing dissident opinions due to cultural norms.
These feelings are frequently indicative of a government's societal values or amount of social
equality. For instance, in the workplace, a country like Japan, which has long emphasized social
hierarchy, relative position, and seniority respect, has adopted a similar method. This structure
assists in the delineation of roles and responsibilities within the organization. This also implies
that persons in high management positions should be respected and treated with formality and
decency by their lower team members.
HRM issues
There numerous kind of human resource management issues which are mainly involved &create the
problem in business expansion. Williams Lea Tag organization is about to locating a call centre in
Japan so IHRM consultant of the organization need to focus on the HRM issues which company
can face during the business expansion time period. The explanation about the various cultural
issues which company can face are discussed below-
Maintaining global staffing requirements is difficult because it necessitates dealing with a
variety of activities such as candidate selection, task terms &documentary evidence, resettlement
processing &vendor managerial staff, immigration handling, language &cultural recruitment
&training, tax administration, &remuneration.
 Compliance with the labor laws – It is determined that it is considered as the main
HRM issue which can create the problem in the global expansion. Working alongside
laws, legislation, &norms from another country is a challenge to any organization. These
vary considerably from one country to the next, &businesses frequently require the
assistance of competent counsel to decipher &comply with the many rules &policies
(Farndaleand Sanders, 2017).
 Talent acquisition – This is containing as the most effective HRM issue that affect the
Williams Lea Tag organization to establish their call centre in Japan. Acquiring the
appropriate people at the right moment is crucial, but obtaining the right personnel for a

"foreign firm" can be tough. In another country, even discovering &recruiting individuals
can be difficult.
 Developing agile leaders – This HRM issue can affect the effectiveness of the leaders.
Flexible CEOs who can adjust to the challenges &changes of operating in a global setting
are essential for Williams Lea Tag organization success. Within each country, they must
be able to incorporate the local background &culture into their decisions &relationships
(Harzingand van Ruysseveldt, 2017).
 Balancing local &home issues - It's critical to determine which decisions should be
made at the local level and which will be handled at the corporate level. Cost
management, for one, may be maintained at headquarters, despite the fact that strategic
planning may necessitate more attention at the local and state levels. In order to stay in
business in Japan, the Williams Lea Tag organization must strike a balance between local
and home difficulties.
 Building capability- It's critical to determine that decisions are taken just at local level
and which should be made at the corporate level. Accounting information, for example,
can be handled centrally, while succession planning may necessitate more local focused
(Kasemsap, 2016).
 Deployment - It entails relocating people with the necessary abilities to the right jobs,
regardless of where they are located. Williams Lea Tag organization needs to focus on
the development &then adopt the culture &working environment in order to establish
their call centre in Japan.
 Knowledge & innovation dissemination -It entails disseminating best practices
&information throughout the organization, regardless of where they originated.
 Identifying &developing talent on international basis -It entails identifying individuals
who can work well in a global setting &improving their skills.
 Efficient coordination &collaboration - In order to be successful, a worldwide
corporation must be well-connected &well-organized. Employees must collaborate on a
regular basis &be synchronized in their initiatives &efforts. When multiple languages
&great distances are involved, this becomes even more problematic (Manzellaand Koch,
2017).

 Retaining critical talent - Some employees are regarded as key talent, but they're the
individuals who have the most impact. The person in charge isn't usually an executive or
a manager. The IT department, direct selling agents, retail management, or research and
design professionals could all be involved. The task at hand is to keep this crucial
individual on board. It can be terrible to have a high turnover rate.
 Sharing knowledge across borders -Organizational learning &sharing are critical,
especially in a knowledge-based organization. It is critical to make use of all available
technologies for cooperation &sharing. It's also crucial to create databases that are easy to
integrate with one another (Moore and Brannen, 2018).
 Operating Efficiently - The organization's goods / services must be produced at a
reasonable cost; else, the competitor will gain an edge. Williams Lea Tag organization
needs to focus on the operating efficiently for the successful business expansion. Delays
& bottlenecks must be eliminated in order to create a smooth working system.
 Improving Productivity -There must be more output in addition to lower production
costs. To produce a very powerful workforce, a company's gross productivity, or revenue
divided by people, must be continuously improved as technology is deployed, capability
is strengthened &engagement &motivation kick in.
Cultural Dimension
It is necessary for the Williams Lea Tag organization to adopt the cultural dimension model
in order to make the successful expansion in Japan. There are various dimensions are involved
in the cultural dimension which are explained below-
Universalism vs. particularize
• Universalism - Certain ideas &standards are thought to be the best &should be followed in all
situations &countries.
• Particularize– Emphasizes the need of taking into account the individuality of each individual
in all aspects of life.
Individualism vs.communitarianism

• Individualism - Individual &family interests take precedence over group ones.
• Communitarianism – Priority is given to the group's interests.
Neutral vs. emotional
• Neutral- People tries to keep their emotions under control while displaying poise &composure.
• Emotional - People are not afraid to reveal their deepest feelings.
Specific vs. diffuse
• Specific- People clearly distinguishes between their public &private lives, as well as the roles
they play in their lives, &these roles don't really affect one another.
• Diffuse -The distinction between private &public life is blurred; people's public &private roles
are blurred, &the person is recognized as a whole person (Newman &et. al., 2018).
Achievement vs. ascription
• Achievement - Personal skills &outcomes, which are the consequence of independent effort
&successes, are used to assess people's worth.
• Ascription - Relationships &familial ancestry are used to determine a person's worth.
Time orientation
• Sequential time culture -Because time is considered as a resource, it is spent in the most
effective manner possible; there is no obvious distinction between work &other activities.
• Synchronic time culture - There is a distinct distinction between work &pleasure;
interpersonal relationships are far more important than rigorous obedience to the schedule,
etiquette, &other rules (Novianti, 2018).
Internal direction vs. outer direction
• Internal directed culture- People assume they have power over &control over their
surroundings (&their destiny).

• Outer directed culture- People assume that they have little control over the situation or their
own fate.
Advantages of Global business expansion
There are various kinds of advantages which are beneficial for the development of the
Williams Lea Tag organization in context of establish a call centre in Japan. The description
about the advantages is as follows.
New Revenue Potential
This is seen as the primary benefit of international capital investments. By extending your
company worldwide, company can gain access to a much larger customer base. Even if your
local markets are saturated, if your business or company is a successful, you'll be able to gain
from increased revenues from these new customers. Globalization may be exactly what your
company requires to reach additional revenue levels.(Nyobe &Plane, 2020).
The Ability to Help More People
It is determined that Williams Lea Tag organization products &services have the ability to help
your clients improve their lives in some way. When company scales their business
internationally, company may assist an exponentially larger number of people in finding answers
to the issues &challenges that your firm assists with.
Greater Access to Talent
Another significant benefit of doing business globally is that Williams Lea Tag gains access to a
new pool of potential employees with a variety of skills and viewpoints. Individuals might even
learn that these potential employees have skills that are hard to come by in your company's home
country, providing them an advantage over other companies in their industry that have yet to go
global.

Learning a New Culture
Learning about the new place can help the Williams Lea Tag organization become better-
rounded. Learning people from diverse cultures will give you a new perspective on customer
service, and it may even help your company work more efficiently with national customers and
partners. Hiring a culturally advisor may help a business generate promotional materials that
takes into account cultures and any linguistic quirks.(Syed&Tariq, 2018).
Improving Company’s Reputation
Business that can efficiently go worldwide and sell their products to an entirely different population will
be eligible to collect the title of International Corporation, according to the research. It's a challenging
task to accomplish, because when customers and potential business partners hear that business have a
worldwide exposure, they'll think of you more favorably (Tlaiss&Al Waqfi, 2020).
Diversifying the Company Markets
What happens if a corporation only has either one two marketplaces in which to provide services
or products? What if these marketplaces moved substantially as a result of a natural calamity or
some other unforeseen event? Taking the company to the next level enables Williams Lea Tag to
diversify their markets and strengthen the reliability of their income streams: even if domestic
activity is poor, the company will not suffer more because its global market will
compensates(Viitala, Vesalainen&Uotila, 2020).Global expansion has many advantages, but it also
has many disadvantages. If a corporation can develop an effective plan for solving the challenges that
globalization may provide, the process can reap a slew of benefits that will benefit the organization for
generations to follow (Wes, 2018).
Conclusion
According to this report, it can be concluded that in order to expand business in the
foreign countries, there are various types of cultural &human resource management issues are
facing by the organization. This report discussed about the various kind of cultural issues
&human resource management issues in order to manage their business operations in another
countries.

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