Assessment BSBHRM501B
Assessment Task 1 BSBHRM501B
Human Resources needs and recommendations:
After consulting the service and sales managers and review the political, economic, social and technological business environment, these are the HR needs and recommendations:
It is necessary to hire people with high technical knowledge and experience in order to offer a high-level customer service that satisfy the customers needs and expectative.
Or
Retraining rental people in order to be in accordance with the organisation’s values.
The risk associated with hiring people with high technical knowledge and experience lies in the fact that it is very expensive, it would out the budget ($ 200.000 additionally). In addition and given that the organisation will spend a significant capital; stakeholders are very reluctant to approve this option. However this option could give a timely and specialized customer service required by an expensive product such as a forklift. This risk could be overweight by the ROI in the near future since the sales are growing 10% per annum and it is expected that they grow even more due to the reduced costs of these vehicles and to the taxation benefits given to industries.
On the other hand, retraining rental staff would be much more cheaper. It implies a very low risk in short term and economically speaking. However, the retraining rental staff would lack of the experience required to offer a high quality technical customer service, which, in the long run, could entails more expenses i.e. it may required to bring a manufacturer technician from the manufacturer company each time that a big issue occurs or face many complains from the customers.
An a third option is hire just two or three high technical knowledge for customer service to be settled in the main cities and retrain rental staff from each city for sales and for basic supporting customer service. This option is cheaper that the fist one and more expensive than the second one. It is still out the
Human Resources needs and recommendations:
After consulting the service and sales managers and review the political, economic, social and technological business environment, these are the HR needs and recommendations:
It is necessary to hire people with high technical knowledge and experience in order to offer a high-level customer service that satisfy the customers needs and expectative.
Or
Retraining rental people in order to be in accordance with the organisation’s values.
The risk associated with hiring people with high technical knowledge and experience lies in the fact that it is very expensive, it would out the budget ($ 200.000 additionally). In addition and given that the organisation will spend a significant capital; stakeholders are very reluctant to approve this option. However this option could give a timely and specialized customer service required by an expensive product such as a forklift. This risk could be overweight by the ROI in the near future since the sales are growing 10% per annum and it is expected that they grow even more due to the reduced costs of these vehicles and to the taxation benefits given to industries.
On the other hand, retraining rental staff would be much more cheaper. It implies a very low risk in short term and economically speaking. However, the retraining rental staff would lack of the experience required to offer a high quality technical customer service, which, in the long run, could entails more expenses i.e. it may required to bring a manufacturer technician from the manufacturer company each time that a big issue occurs or face many complains from the customers.
An a third option is hire just two or three high technical knowledge for customer service to be settled in the main cities and retrain rental staff from each city for sales and for basic supporting customer service. This option is cheaper that the fist one and more expensive than the second one. It is still out the