Francine Washington recently assumed her new position as HR Director at NetBell, a call center organization with approximately 250 employees. Her staff includes a compensations specialist and a generalist who acts as Assistant Director. During her first weeks on the job, Francine has noted some issues that seem to be embedded in the organization’s culture: call center workers do not have a career plan or a performance management plan, their compensation is determined simply by the number of hours they are logged in; most employees are hired through word of mouth (one employee refers another); and lastly, customers are complaining that it takes too long to reach a customer service person, and the Assistant Director has been arguing that they need to hire more employees.
The CEO does not agree, and has tasked Francie with developing a plan that will analyze work performance and determine what needs to be done to effectively increase performance, instead of hiring new employees. She needs to provide a strategic recommendation to the CEO.
- Identify the two main issues or potential problems Francine is likely to face as HR Director.
- For each issue, identify the complexities or difficulties that Francine will have to address.
- Identify at least two alternative solutions to each issue that Francine can present to the CEO.
- Support your alternatives with at least three scholarly sources outside the classroom materials, no older than 3 years. You may use academic journals, industry or business journals, or industry and bsuiness Websites.