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Bob's Bath & Body (located in B.C.) is a bath product specialty store focusing on providing an extensive selection of soaps, bath accessories, and body creams. They have two locations—one in Oak Bay and one in Esquimalt, both situated in outdoor malls. The business is non-unionized, has been operating for 8 years, and both locations are profitable. However, each location has some human resources issues that need addressing. Each location employs nine staff members, consisting of a store manager, two shift supervisors, three full-time customer service representatives, and three part-time customer service representatives. Customer Service Representatives (CSRs) earn $16/hr.

Betty, the Store Manager at the Oak Bay location, has several questions about HR best practices regarding recruitment, selection, job analysis, and planning, as they have made some mistakes recently. Betty has called you for advice on how to best approach and, if necessary, correct actions taken in the last two weeks:

1) The Oak Bay location struggles with attracting and retaining staff, experiencing a 40% turnover last year with an average employee tenure of 10 months. Betty relies on finding employees through word-of-mouth. Due to high turnover, she leaves a help wanted sign in the store window year-round, receiving about 10 applications a year. However, this year, she has only received applications from 3 candidates, none of whom met the qualifications. Betty believes this is because two new box stores opened in Oak Bay, hiring over 100 new staff from the local community. She wants to know what she should do to address this issue. Using course concepts and your own words, what is your advice on how she should approach this issue?

2) Betty's two supervisors do not understand their job duties, as there are no records of job duties for any positions. They seem to be doing tasks they don't need to and are missing tasks they should be doing. The supervisors are responsible for assigning work to customer service representatives, but many tasks and duties are being missed. The supervisors have asked if there is a way to better organize themselves and clarify job duties for their role and the customer service representatives. Using course concepts and your own words, how would you advise them to address these issues?

3) Betty is desperate for staff and has contacted the other store in Esquimalt to see how they are doing. They are currently overstaffed by one and are not experiencing the turnover problems that she is. Betty never seems to have staff when she needs them most during the busiest seasons/times. Her costs are high due to turnover. She notices that the other store only schedules part-time employees on statutory holidays and doesn't understand why. Betty has always scheduled her more experienced full-time staff on statutory holidays. She wants your advice on the best approach to resolve these issues. Using course concepts and your own words, what is your advice to resolve these issues?

Answer :

1) Develop a comprehensive recruitment plan, Expand recruitment channels, etc. 2) Conduct a job analysis, Develop clear job descriptions, etc. 3) Analyze staffing needs, Cross-train employees, etc.

1) To address the issue of attracting and retaining staff at the Oak Bay location, Betty should consider implementing a more proactive and recruitment strategy. Relying solely on word-of-mouth and a year-round help wanted sign may not be sufficient to attract qualified candidates, especially in competitive market new box stores opening nearby.

a) Develop a comprehensive recruitment plan: Betty should identify the specific skills, qualifications, and attributes required for each position and create detailed job descriptions. This will help attract candidates who are a good fit for the roles.

b) Expand recruitment channels: In addition to word-of-mouth, Betty should explore other recruitment channels, such as online job boards, social media platforms, and local community organizations. This will increase the visibility of job openings and attract a larger pool of candidates.

c) Enhance the employer brand: Betty should focus on promoting the unique aspects of working at Bob's Bath & Body, such as the pleasant work environment, employee perks, and opportunities for growth and development. This can be done through targeted advertising, online presence, and engaging with the local community.

d) Employee referral program: Implementing an employee referral program can incentivize existing employees to recommend qualified candidates from their network. Offering rewards or bonuses for successful referrals can be an effective way to attract potential employees who may not have otherwise applied.

2) To address the lack of job clarity and ineffective task assignment among the supervisors and customer service representatives, Betty should focus on job analysis and organizing work responsibilities. Here are some steps she can take:

a) Conduct a job analysis: Betty should conduct a thorough job analysis for each position, including the supervisors and customer service representatives. This involves identifying the tasks, responsibilities, and skills required for each role. She can observe and document the current tasks being performed and gather feedback from employees themselves.

b) Develop clear job descriptions: Based on the job analysis, Betty should create detailed job descriptions that outline the specific duties and responsibilities for each position. This will provide clarity to the supervisors and customer service representatives regarding their roles and expectations.

c) Establish standard operating procedures (SOPs): Betty should develop SOPs for various tasks and processes within the store, such as opening and closing procedures, inventory management, and customer service protocols. SOP will serve as a reference guide for employees and help ensure consistency in task execution.

3) To address the staffing and scheduling issues, as well as the high turnover at the Oak Bay location, Betty can consider the following:

a) Analyze staffing needs: Betty should conduct a thorough analysis of the store's staffing requirements based on historical data, sales trends, and customer demand. This will help her determine the optimal number of employees needed during different seasons and times.

b) Implement flexible scheduling: Instead of relying heavily on full-time staff for stat holidays and busy periods, Betty should consider implementing a more flexible scheduling system. This can involve hiring part-time employees specifically for peak times or using a combination of full-time and part-time staff to ensure adequate coverage.

c) Cross-train employees: By cross-training employees, Betty can create a more versatile workforce that can handle different tasks and fill in for one another during peak times or when staff

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