Page 134 - DMGT553_RETAIL_STORE_MANAGEMENT

Unit 8: HR in Operations

Selection: So far as the staff requirement that is usually required for the running of a store Notes
operations can be given as under:

Each of the following positions have had a complete job analysis to determine the core behavioural
competencies, work ethic and job tasks necessary for success. The scales have been validated to
predict success. Here is a list of the position assessments that are required for the store operations:
Receptionist

Administrative Support: for administrative assistants, secretaries, office support personnel
and temporaries.
Customer Service: for customer service representatives, order clerks, client services
representatives.
Hospitality Staff for Restaurants and Hotels: for front desk personnel, wait staff.

Production and Distribution: for manufacturing and assembly team members, operators,
drivers and warehouse personnel.
Retail Clerks/Cashiers: for people who enjoy in a retail store where active selling is not
required. A measurement of basic math can be added.
Retail Sales Associates: for retail positions where active selling required and customer
loyalty is desired. A measurement of Retail Math can be added.

Retail Store Managers: identifies managers who will succeed in small retail stores or
department managers in large format stores. A Retail Math module can be added.

Health Care: identifies people who can work directly with or around patients displaying
an empathetic, service oriented attitude while providing superior care in such positions as
nurse, nurse’s aides, technician, transporting personnel, and office admitting personnel.
Call Centres: identifies people who can work effectively with customers to produce results
for inbound sales, inbound service and outbound sales roles.
Help Desk Agents: for people who will work efficiently to solve technical support problems,
exceed customer expectations and work collaboratively with others to resolve help desk
issues.

Leasing Agents: identifies people who will have a positive service attitude and influence
prospects to rent or lease units in their complexes.
Convenience Store Management: for people who will manage a small team of associates to
serve and sell to customers in convenience stores and gas stations.
The selection procedure usually adopted by the retail store operators remains such that it examines
the Human Resource (HR) policies adopted by successful retail stores in the country concerned.
But sometimes it is found that two retail stores employ different HR policies in terms of
recruitment and selection, remuneration and welfare, and training and development for different
groups of employees within the same retail store operations. The implementation of the different
HR policies for different groups of employees is attributable, first, to the influence of the parent
company’s environment – socio-economic conditions, characteristics of the top management,
corporate strategy and use of technology in the parent company; and, second, to the different
types of employee in the two stores. The male and female expatriates among the Parent-Country
Nationals (PCNs), and the professionals with high levels of skill, full-time managers and
employees with lower level skills, and part-time employees among the Home-Country Nationals
(HCNs).

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