HR provides new starter packs to new employees, which includes the terms and conditions of their employment, which state the offer is subject to satisfactory reference, medical, passport check and the employee signing the contract agreeing to the terms and conditions within 14 days. Managing changes in working arrangements HR gives advice to employees on changing working arrangements. All requests need to be authorised by their line managers before HR submits the relevant revision form and issues the contract amendment letter.Handling staff promotions and transfers HR advises managers on handling staff promotions, transfers and secondments. HR submits the form to notify payroll of the changes and issues contract amendment letters to notify the employee in writing regarding their promotion, transfer and secondment which they need to sign and return a copy to HR. Planning, designing, delivering and evaluating Induction and Training.

Head office training and development team plans, designs, delivers and evaluates all corporate training courses, for which HR is responsible for submitting training nomination forms for employees. RAH Training department plans, designs, delivers and evaluates induction and training programme for their new starters which includes HR giving a new starter information presentation, followed by Health and Safety talk by Facilities and an introduction to the company presentation by management.CONCLUSION: This investigation shows HR complies in most areas and has a professional HR function in place. The report concluded all the statutory requirements are being met and best practice is being followed. However, HR falls short in delivering regular HR workshops, coaching sessions and in conducting exits interviews.

The department is in need of a comprehensive HR operating procedure manual for consistency in how different tasks are performedThere appears to be duplication on how and what HR keep on employee records, which leads to inefficiency of time and costs. As argued by Ulrich (1998, cited in Marchington & Wilkinson, 2005, p 134) “improving efficiency will build HR’s credibility which, in turn, will open the door for it to become a partner in executing strategy”. HR should be more involved in recruitment and should not just assist departments in recruitment and selection activities. The current recruitment and selection methods need to be evaluated as staff turnover statistics reveal failure in bringing in the right calibre of people in the call centre.RECOMMENDATIONSThe above investigation has highlighted the following recommendations to improve the HR function. 1) Integrated electronic filing system Moving towards a paperless filing system by having an integrated electronic staff filing system linked to the HR database will reduce time, costs and duplication of record keeping.

Electronic staff folders for each individual can be created on the computer and additional employee documents can be scanned and saved on the employee’s electronic files.2) Delivering regular HR workshops and coaching sessions Due to limited resources in the department, currently this is not feasible. Authorisation for an additional part-time staff needs to be gained for the team to deliver regular HR workshops and coaching sessions.

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 3) HR Guide Manual HR guide manual will prove beneficial for new and existing HR staff as they can make references to the manual to achieve a more consistent approach.4) Conducting exit interviews HR conducting exit interviews will give the employee an opportunity to express their views and real concerns in a confidential arena with HR. This will help in understanding the reasons for employees leaving 5) HR being more involved in recruitment and selections activitiesDepartments need to authorise recruitment and selections activities with HR first. HR to coach management on best practice for recruitment, selection and interviewing techniques to ensure the correct candidate is selected. Call Centre Recruitment Coordinator’s reporting lines need to be changed to report directly into HR so HR can influence the recruitment and selection process.

 Hence, for HR to provide a good quality service which meets its employees and business needs it needs to proactively design cost effective, well-constructed processes, cross-train HR team and establish better methods of running the service.