Therefore the only manner in which the company can truly differentiate itself is through its service standards.
Employees are key to offering customers with the highest levels of service. Home Depot is aware of this fact and therefore uses its employees to gain competitive advantage over its rivals in all the different countries that it operates in. In order to gain competitive advantage through its employees, the company communicates the strategic importance of them to the company (Burke & Cooper, 2004). The performance levels that are expected of them are constantly communicated to them and they are provided with ongoing training to help them to update their knowledge and upgrade their skills, based on the area of the business the work in, whether it is on the shop floor or the office (Adamson, 2006). However since the company has to differentiate itself from its rivals in a highly competitive market, the company pays special attention to employees on the shop floor, who are the first line of contract with the customers and hence the most able to make a difference.
Since this is the 'do it yourself' industry, the best employees are those who can help customers in their 'do it yourself' projects. ...
refore when recruiting individuals to work on the floor in the retail outlets the company always looks for individuals who have an interest in 'do it yourself' projects (Clarke & Layman, 2004).
The company gives priority to individuals who have specialist trades knowledge in areas such as plumbing, wood work, crafts, painting etc. Further individuals who are home owners themselves and have embarked on many different 'do it yourself' projects at home and have the necessary experience to help a customer are given priority. This is not to say that the company does not employ teenagers, high school and college kids. The company does recruit many such individuals but does so only if they have some interest in gardening or home maintenance or areas specific to electronics and home appliances.
Therefore the company appeals to the above segments through various means such as trade schools for individuals who have specialist knowledge in such areas, these individuals not only work on the shop floor and as independent contractors for Home Depot but they also deliver work shops in areas such as gardening, wiring, tiling, etc. Next the company also uses the Internet through its website and also job sites such as Workopolis to recruit individuals. Another channel used by the store is in-store advertising for associates during high seasons, and walk in interviews.
Discuss the critical programs used by Home Depot to keep talent in their pipeline.
The company works with many different trade and vocational schools and builds relationships with these schools to gain access to their graduates, thus having a pipeline of qualified candidates to work for the company as independent contractors. Likewise all individuals who apply for positions within the company but are not successful at