British Gas Case Study
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Transcript of British Gas Case Study
CASE ANALYSIS ON BRITISH GAS – WORKFORCE PLANNING
TEAM # 3
CASE ANALYSIS
• Part of the Centrica Group
• Best recognized energy brand.
• An energy company needs to be competitive
and also provide the right levels of customer
service and retain customers.
Team # 3 2 16-02-2011
CASE ANALYSIS
British Gas does not only supply gas but also deals with• The installation and maintenance of domestic
central heating and appliances • Maintenance and breakdown service for electrical
white goods and home wiring. • Drain clearing services, • Plumbing and home security services. • Employs more than 9,000 trained gas engineers to
install and maintain central heating and gas appliances.
Team # 3 3 16-02-2011
THE ROLE OF HUMAN RESOURCE MANAGEMENT
• These resources are crucially people.
• HRM is the business function that focuses on
the people aspects of an organization.
• responsible for ensuring that an organization has the right
people to deliver its overall business plan.
Team # 3 4 16-02-2011
MEETING CUSTOMER NEEDS
• Shareholders of Centrica expect the business to show a
return on their investment by making profits, now and in
the future.
• Needs of the customers must be met with competitively
priced products and services that give good returns to the
company.
• Residential consumers across the country are the core
customer base of British Gas.
Team # 3 5 16-02-2011
MEETING CUSTOMER NEEDS
• British Gas engineers must have the technical skills to
undertake work to the required standard and the people
skills to deliver good customer service.
• British Gas Academy must therefore ensure that the
company attracts and retains the best engineers.
• It requires a training operation to equip new recruits and
existing employees with right skills.
Team # 3 6 16-02-2011
EMPLOYEE RETENTION
• British Gas must ensure that it retains its best people.
• It is much more cost effective to retain trained and highly
skilled staff than recruit and train up new people.
• British Gas seeks to retain people by offering a mix of
financial and non-financial benefits.
• The company provides employees good pay and a pension
scheme, opportunity to buy shares in Centrica and it offers a
great place to work and high-class training.
Team # 3 7 16-02-2011
TRAINING
British Gas Academy has training facilities to handle the
extra training requirement in recruiting an additional
5,000 employees into the engineering workforce.
Apprenticeship
• Trainees are expected to qualify by five years.
• All domestic gas engineers become fully acquainted with
the latest computer-aided diagnostic technology.
Team # 3 8 16-02-2011
TRAINING
Traineeships
Provides a way for new recruits to learn about the
gas
industry and gain relevant skills and Qualifications
Technical training
Ensures that its employees are kept up-to-date
with new information and technologies to enable them to
provide the best service possible. It is important that they have
good people skills.Team # 3 9 16-02-2011
WORK PLACE PLANNING AT BRITISH GAS
CURRENT HUMAN DESIRED HUMAN RESOURCES RESOURCES
With respect to• No. of employees• Skills and Knowledge of the employees
Team # 3 10 16-02-2011
WORKFORCE PLANNING
• It involves managing training and recruitment process to
ensure that the organization has the right staff in place
• Forecasting is done to determine the future demands of
workforce
• The two types of customers are
• Contract customers
• One –off customers
Team # 3 11 16-02-2011
BENEFITS DUE TO APPLICATION, RECRUITMENT AND SELECTION PROCESS
Criteria Company Applicant
Diversified Workforce
No Gender Discrimination
Online Application Form Based Screening Test
Impacts wide variety of culture Able to interact with wide range of people
Does not restrict the recruitment So get the most skilled people across men and women
Getting skilled people across the globe Reduces the cost to a greater extent
Able to work in different kind of environment Boredom is reduced Feels satisfied
Women engineers have a great unique opportunity to work with
Easy to apply
Team # 3 12 16-02-2011
BENEFITS DUE TO APPLICATION, RECRUITMENT AND SELECTION PROCESS
Criteria Company Applicant
Core Competency Based Selection
Better team working, interpersonal skills, motivation and response to change
Applicant with such qualities can imbibe organization culture and able to develop their personality through the training provided by organization and also enjoy financial and non-financial benefits
Team # 3 13 16-02-2011
RECRUITMENT – MOST IMPORTANT
As said before British Gas depends on its people
employees are its major assets
Recruitment
• Selects right person to right job
• Tests the technical capabilities of candidates
• Examines the basic life skills of the applicants
• BALANCED DIVERSIFIED WORKFORCE
Team # 3 14 16-02-2011
THANK YOU