Employee Training And Development - Case Study Example

? ………………………….. College ……………………………… ……………….. An interview with the expert/manager of Etisalat Table of Contents Table ofContents 2 Introduction 3 Etisalat: Company Profile 3 Need for Chief Customer Relation Officer 4 Job Description of Chief Customer Relation Officer 5 Job Description 5 Job Specification 6 Job Advertisement 7 Interview Justification 7 Interview Questions for interviewing Chief Customer Relation Officer 8 Conclusion 9 References 10 Introduction As workplace environments and employee expectations rapidly change, organizations tend to adapt to these changes by strategically treating, training and developing human capital in organizations. Most successful firms are those that spend much on selective hiring, strategic job designing and innovative training and development as these firms are found to achieve high performance working (Noe, 2002). This paper presents a brief report about the strategic human resource practices, especially related to job design and job description in Etisalat, one of the most renowned international companies based in UAE based on an interview with it HR manager. Etisalat: Company Profile Etisalat Telecommunications Corporation is the largest telecommunication service provider across the Middle East that connects more than 74 million customers across the world. Apart from the telecommunication service, Etisalat and its subsidiary companies mainly across the Middle East are engaged in providing media and equipment as well as related contracting and consultancy services to both domestic and international companies. The company designs, develops and markets voice communication, wireless communication and data communication (Gulfbase.com, 2013). Established in 1976, the company has now emerged to be highly reputed and highly successful in operation with more than $ 22 billion market value and annual revenue of $ 9 billion. The company offers post-paid and pre-paid landline services, ISDN telephone cards, WIFI as well as web-hosting facilities, broad band and wireless internet services, home devices and modems and many other value added services. Apart from major telecommunication services, the company arranges TV services, post and pre-paid mobile services, mobile broadband and blackberry internet solutions etc (Bloomberg Business week, 2013). As part of establishing and maintaining loyal relation with customers, Etisalat has long been putting efforts to ensure that its valued customers feel respected, appreciated and safe. Its targeted markets are customers across the Middle East countries, Nigeria, Pakistan, Afghanistan and Egypt. In order to improve customer experience and to measure their satisfaction, the company also made maximum efforts to influence performance-related components of employees. For this purpose, the company arranged dialogue with customers for providing important feedback on service, showing where improvements are required and for reducing the numbers of complaints (Group Corporate Communications, 2012, p. 31). Its marketing services and strategic social responsibility programs have been extended to focus on educational, social and cultural renaissance programs across various countries including Sri Lanka, Nigeria, and Afghanistan and so on. Some of its educational services are Ayaadi Electronic Library, Ayaadi empowerment for students, Ayaadi empowerment for teachers, Etisalat Knowledge centre in Sri Lanka, Adopt A-School program in Nigeria, Etisalat scholarship scheme, Teacher training program and so on (Group Corporate Communications, 2012). Need for Chief Customer Relation Officer It was a rewarding opportunity and amazing experience to interview Abdul Aziz Ahmed Saleh Al Sawaleh- the Chief Human Resource Officer of Etisalat group as it gave me insights in to company’s strategic vision to be the leading and most admired emerging marketing telecom group. From his responses to few questions, it was very clear that Etisalat is highly successful in achieving its organizational goal to grow its international operation with record rate. As the company grows faster in Middle East and is expected to further grow in other countries like Nigeria, Egypt and Pakistan, the Human Resource Management team proposes to assign Customer Relation officer to build, maintain and manage customer relation. Etisalat’s success has been tied to its strategy to enrich customer experience (Annual Report, 2012) and therefore the company plans to continually assess, evaluate and measure customer satisfaction from each and every contact, deal and relation it makes with its customers. Since Etisalat needs to redesign its organizational structure by adding a customer relationship management, it has to go for a very effective and selective hiring of a high profile and well qualified manager for managing customer relation across its markets. Job Description of Chief Customer Relation Officer A job description is an overall written summary of task requirements that focus on describing the job through certain sections including job name, brief summary description of job, a listing of job duties and explanation of how the job relates to organization (Byars and Rue, 2004, p. 93). A brief job description of Chief Customer Relation Officer is outlined below; Job Description Job title: Chief Customer Relation Officer Pay: As defined by the company, negotiable based on qualification, performance etc Reporting relationship: CEO- Chief Executive Officer, Senior managers Time: Job’s time is between 9:00 AM and 5:00 PM. Rewards and Incentives along with other amenities will be available basedd on the rule set by the company. Objectives of the Job The Chief Customer Relation Officer is responsible for strategic planning, effective execution and controlling of all activities, programs and ideas pertaining to building and maintaining customer relation so as to retain loyal customers. Job Specification A job specification is part of job description that should define the minimum acceptable qualifications and knowledge that a person should have to perform a job (Kleynhans, 2006, p. 66). A brief job specification of Chief Customer Relation Officer is outlined below: Education: MBA in customer relationship, preferably a doctoral degree (Phd) in business or management with specific in customer relationship. Experience: Experience not less than 3 years as Customer Relationship officer in a reputed company. Skills: Leadership. Job duties and responsibilities The Chief Customer relation officer is expected to be a transformational leader to influence his subordinates to build and maintain loyal relation with customers. He is expected to do all managerial activities effectively to help the company make its customers experience the better. Job Advertisement Etisalat planned to advertise the vacancy in newspapers and online news portals as following. Interview Justification The interview I made with Abdul Aziz Ahmed Saleh Al Sawaleh- the chief Human Resource Manager at Etisalat was individual interview. I forwarded a request letter to provide me a short personal interview with Human Resource Manager as part of my project and study and I was wondering about the opportunity I got to personally talk and get to know about the company and its strategic vision. As I was aware that I may not be able to spend more time with him, I was ready with few questions to interview him and to record his responses so as to retrieve it later. This interview gave me better understanding about Etisalat’s strategic vision as he explained how the company plans to achieve competitive advantage. He explained that it is an economic imperative to maintain loyal relation with customers especially to achieve competitive advantage in today’s markets. As I conducted personal interview, I felt the responses and the information I gathered are more accurate and highly reliable since it is directly from the explanation of the supreme authority of the HRM of the company. I focused on future plans or strategic diversion of the company in future and any likely chance to add or restructure its human resource requirement. I got very specific response that the company is planning to appoint a Chief Customer Relationship Officer and I listed some of the qualities, qualifications and general skills the company expects from that person. Interview Questions for interviewing Chief Customer Relation Officer Following interview questions were designed and planned to interview a potential candidate who comes to the post of Chief Customer Relation officer and these questions would help the interviewer recognize whether the person is fit or not for the position. 1. What was your best experience when you worked as Customer relation officer in the previous company? Any response to this question will be critically importnat. If he explains his past experience and the way he managed a critical situation, it would be an evidence to show how successful he was in the post. 2. Why do you think maintaining customer relationship is a difficult task? How a candidate understands about a job is very important factor to recognize how his attitude towards that job is. A very effective man in any job always feels his task easier. 3. Do you think you are transformational leader? If so, what main factor, you believe, made you a transformational leader? This question is designed not only to assess whether the candidate knows what transformational leadership is, but also to find out major events or incidents that he feels the he became a transformational leader. 4. Why do you want to work as Customer Relationship officer for Etisalat? This question is designed to see what and how the candidate foresees and plans to flourish his future career. 5. How can you help the company extend its internationalization to more countries? This question is designed to check his understanding about Etisalat’s strategy and its vision to grow further in other countries. Conclusion This report has provided a brief description about the company profile of Etisalat Telecommunications Corporation in regard to its size, nature and market extent. The report, based on the interview with the Chief Human Resource Manager of Etisalat, described the job description and job specification of Chief Customer Relation Officer that the company proposes to fill in the future. This report made comments about the interview justification and has also outlined some interview questions to interview a candidate for that post. References Etisalat, 2012, Annual Report 2012, Etisalat, Retrieved from www.etisalat.com/en/system/docs/reports/Etisalat-2012-En.pdf Bloomberg Business Week, 2013, Emirates Telecom Corporation: (ETISALAT: Abu Dhabi), Bloomberg Business Week, Retrieved from http://investing.businessweek.com/research/stocks/snapshot/snapshot_article.asp?ticker=ETISALAT:UH Group Corporate Communications, 2012, Etisalat CSR & Sustainability Report 2012, Etisalat, Retrieved from www.etisalat.com/en/system/docs/reports/Etisalat-CSR-Sustainability-Report-2012_lowres.pdf Gulfbase.com, 2013, Emirates Telecommunication Corp. ETISALAT, Gulfbase, Retrieved from http://www.gulfbase.com/profile-summary-emirates-telecommunication-corp-etisalat-409 Kleynhans, R, 2006, Fresh Perspectives: Human Resource Management, Pearson South Africa Noe R.A (2002), Employee training and Development, McGraw Hill Irwin Read More