Human Resource Management 2 DBB05

Assessment 3R ecruit and Select Consultation

Group 1Members Signature

Muhammad Fasih Khairi (TL) (100001541)

Khaja Wali Ullah (090000666)

Farzana (100001605)

Nadia Tajamul (090001220)

Nouman Khan(100001889)

Bilal Baig (100001481)

Dated: 3rd Nov 2010

BUSINESS PROFILE:

This report comprises the information regarding the analysis and development of

human resource needs of Gloria Jean’s Coffee. Gloria Jean's Coffees is an international

coffee and coffeehouse chain with stores in over 30 countries.

Background:

Gloria Jean's Coffees was founded by Gloria Jean Kvetko in 1979 in Chicago, USA.

Gloria Jean's Coffees began as a small coffee and gift shop in Chicago USA which now

has over 110 locations throughout the U.S. Gloria Jean's Coffees USA is owned by

Diedrich Coffee, Inc located in Irvine, California. In 1995, Nabi Saleh and Peter visited

the United States to sample the Gloria Jean's Coffees brand. Saleh and Irvine identified the

opportunity for this brand in Australia, purchasing the international licensing rights from

Diedrich Coffee, Inc.

Product and Services:

Australian owned and locally operated, the Gloria Jean’s Coffees family stretches far

and wide across the country. It is a brew of passion, community and commitment to

delivering the highest quality coffee to the guests that unites Australian team in the same

Vision – to be the most loved and respected coffee company in the world.

Vision:

The Gloria Jean’s Coffees Vision is to be the most loved and respected coffee company in

the world. To achieve our Vision we are committed to serving you, our guests, with the

consistently highest quality coffee and outstanding personalised service in a vibrant store

atmosphere. Our Values are based on…

•a commitment to excellence

•building partnerships that are based on integrity and trust

•a belief in people and changing lives

•fostering a culture of joy and passion throughout our company.

Human Resource:

Gloria jean’s have this group of employees:

Barista – The one in-charge of preparing and serving espresso drinks.

Server – Coffee shops serving more than five tables should hire a server or waiter to

serve orders and clean tables.

Cashier – The one in-charge of the cash register and serving to-go orders.

Chef/Baker – Most coffee shops today also serve breads and cakes. The chef/baker

prepares these.

Manager – Recommended for bigger coffee shops with a large number of

employees. This person will not only provide supervision but will perform

administrative work as well.

SURVEY REPORT:

The diversity in Gloria Jean's Coffees family is significant but from our Support office in

Australia to our baristas in South Africa & our Logistics Managers in Turkey, the Gloria

Jean's Coffees family is connected by our shared vision to be "the most loved and

respected coffee company in the world". We are dedicated to excellence and innovation in

everything we do and foster a culture of enthusiasm, family values and a strong belief in

people.

HR Policies and Procedures:

1. Advertise your job opening. You may want to advertise in your local paper or post your

job opening in an online job site. List down the positions available and the

responsibilities that are tied with each. Specify your requirements and preferences.

Specify the job hours and if the post is just part-time. If you are on a tight budget and

have none to spare for advertising costs, you can always post a sign outside your coffee

shop.

2. Schedule an interview. The ideal time for interviewing is when your coffee shop is

closed unless you have someone who can supervise the operations while you are

interviewing applicants. Screen out immediately the people who have an unimpressive

personality. You will feel this quickly during your conversation. A coffee shop

employee should have a vibrant personality especially when most of the customers

come in early in the morning. Ask about related experience. You should be eyeing an

applicant who has already experienced working in a restaurant.Verify references. You

can try calling the previous employers listed in the application form. For those without

experience, a former teacher or community public servant should be listed for cross

reference.

3. Come up with a decision. Narrow down your choices and schedule a second interview.

The final interview is also the best time to layout the salary and other employee

benefits. You will also be sharing the work schedule or agreeing on one depending on

your applicant's availability and your coffee shop's opening hours.

HR Needs:

The needs of individual Human Resources departments can be as diverse as the varied

industries they help support. In order for expanding business a coffee shop business may

place emphasis on streamlining the hiring process, while another may regard this as much

less important as establishing effective routes of communication for complaints and praise.

Current HR Needs:

Employees are part of the assets of any business. Although you may not always get the most

experienced and the best person for your coffee shop, remember that this does not last

forever. Coffee shop employees lacking in experience become efficient over time with the

proper training and guidance from their employer.

Accessing reliable, accurate data

Recruiting and retaining top talent

Using HR as a strategic asset

developed HR plan and policy

Personnel should be trained in required skills

Acurate position description.

Personnel should be trained in required skills.

Policies and procedures should be communicated to staff effectively.

Proper Support by documentation.

Future HR Needs:

Legislation/Policy changes – this puts new demands on the human resource in terms of

skill/competencies.

New technology – the emergence of new technology may render the skills of current

staff redundant and hence a human resource development need

Higher performance standards – high performance standards have emerged due to

new technology, globalization and an enlightened and demanding citizenry.

Monitoring: Monitoring procedures in place.

New products/services – the emergence of new products/services requires that the

human resource is adequately prepared to cope.

New jobs – this may be due to promotion, recruitment or the creation of new structures

that lead to the emergence of new jobs.

Career progression requirements – where there is a defined a career growth path that

calls for the acquisition of competences as one grows in a career.

HR PLAN:

Key Areas:

The recruitment and selection process involves the following procedures:

1. Vacant position analysis.

2. Position description.

3. Advertisement

4. Short-list

5. Interview preparation

6. Interview applicant

7. Reference check

8. Job offer

9. Feedback to unsuccessful applicants.

Policies and Procedures:

1. Position needs analysis conducted by managers and approved by senior management.

2. Managers explore implications options, legislative and award requirements.

3. Position descriptions are developed by managers using a position description template

and include:

a. Position title

b. Key objective

c. Qualifications required

d. OHS component

e. Terms.

4. Managers create advertisement with the support of HR for HU newsletter on intranet.

5. Managers send advertisement with the support of HR advertisement to publications

department to post on the intranet.

6. Short-listing is a process of elimination. However, Gloria Jeans requires that all internal

applicants be interviewed.

7. Administration staff to collate all resumes and give to managers.

8. Managers to read over position description and advertisements.

9. Managers and HR members request administration staff at head office to organize:

a. Comfortable and quite location

b. Food and beverages for interview panel

c. Interview schedule.

10. Managers and HR to organize interview documentation which includes:

a. Position description

b. Resumes for each shortlisted candidates

c. Consent to check and release police record form.

d. Standard interview questions for HR members of interview panel.

11. Interviews are to be conducted only at Head office. Interviews are to be 30 minutes in

duration with a 5 minute break in between. No more than 12 interviews should be

conducted in a day.

12. Chairperson greets candidate and makes introductions.

13. Chairperson opens interview.

14. Managers and HR member of panel ask applicant a series of standard interview

questions.

15. Reference checks are an important part of the selection process. Reference check must

be conducted on both internal and external applicant by the managers and support of

HR department.

16. Phone workplace of applicant and speak to manager/referee.

17. Introduce self organization and purpose of call.

18. Ask standard questions about applicant’s knowledge and skills.

19. Ask about applicant’s personality

20. Job offer needs to be made immediately after reference check.

21. Managers with the help of HR department organize written contract to be drawn up

with terms and conditions.

22. Administration to post contract to applicant

23. Upon receive of signed contract HR post new employee advice about induction

program.

24. All unsuccessful internal applicants to be provided feedback in individual meetings

with managers and a member of the HR department.

25. Managers with the support of HR department ask administration to schedule 30 minutes

meeting with each unsuccessful internal applicant.

Position Descriptions:

Position Title: Manager

Report to: Area Manager or Owner of Business

Qualification:Bachelor of Business Administration degree and 3 to 4 year relevant experience

Key objectives

1. Create an inspiration vision, give direction

2. Set goals base on the company’s vision & mission statement

3. Performance Management.

4. Customer Satisfaction

5. Organize business intelligence to collect and analyse information about actual and potential

competitors worldwide

Key Position function

1. Manage the operational and fiscal activities of cafe to include: staffing levels, budgets, and

financial goals.

2. Direct staff in the development, analysis, and preparation of reports.

3. Conduct interviews, hire new staff, and provide employee orientation.

4. Responsible for staff scheduling to include: work assignments/rotations, employee training,

employee vacations, employee breaks, overtime assignment, back-up for absent employees,

and shift rotations.

5. Responsible to meet cafe productivity and quality goals.

Key selection criteria

1. demonstration of a high level of skills in diplomacy and negotiation

2. an ability to work with limited supervision;

3. an ability to self motivate and self start;

4. substantial experience operating with people at different levels

5. Good Interpersonal skills

OHS requirement

1. Identify hazardous situation and rectify them

2. Promote safety and health

3. Inspect and test equipment and machinery to ensure they reach safety regulation

4. Liaise with and report to management

Terms & conditions of employment

Successful candidate require to work five days

Probation period of 3 months .

Performance will review on an annually basis.

Position Title: Baker/ Chef

Position Report to: Manager

Qualification- essential:Candidate must possess baking experience. may require a

degree in culinary or short courses in pie making, cake decoration, bread baking or

any similar field.

Key Objectives

1. To serve the people through remarkable professional skills and wide experience

2. To create versatility and taste in food.

Key position functions

1. Preparing ingredients for biscuits, cakes, breads, rolls, muffins, pies and other

baked goods based on recipes

2. Mixing quality ingredients to form dough and batter

3. Using baking equipments properly

4. Supervising bakery staff

5. Check production schedule to determine variety and quantity of goods to bake

6. May develop new recipes.

Key selection criteria

1. Ability to available to work for 7 days in a week

2. Able to work in a fast paced team environment

3. Provide evidence of your trade qualification & experience

4. Portray a positive attitude

5. Communicate with customer & staff

6. Train, develop and supervise apprentices and staff in the Bakery Department

OHS requirement

Abide by company policies and procedures in relation to Occupational Health and

Safety (OH&S) and Food Safety to ensure a safe working environment for customers,

staff and contractors

Term & Conditions of employment

Probation period of 3 months

Performance will review on an annually basis

Successful candidate require to work five days

Position Title: Barista

Report to: Manager

Qualification- essential: Professional training course of Barista or Relevant 4 years

experience.

Key objectives

1. To maintain a high standard of operation

2. Paying particular attention to customer service, dining experience, productivity,

food quality and presentation and hygiene standards.

Key position functions

1. Prepare a variety of foods and drinks according to customers' orders

2. Package take-out foods and/or serve food to customers.

3. Clear dishes/garbage and wipe down tables when customers leave the shop.

4. Clean work areas, equipment, utensils, dishes, and silverware.

5. Inform supervisors when supplies are getting low or equipment is not working

properly.

Key selection criteria

1. Completion of relevant Barista Training Course & work experience. Alternatively

3 years relevant work experience

2. Demonstrated Commitment and ability to meet customer services standards

3. Work well under pressure

OHS requirement

Abide by company policies and procedures in relation to Occupational Health and

Safety (OH&S) and Food Safety to ensure a safe working environment for customers,

staff and contractors

Term & condition of employment

Successful candidate require to work five days

Probation period of 3 months

Performance will review on an annually basis

Position Title: Cashier

Report to: Manager

Qualification –essential

Candidate must have high school diploma and relevant experience as Cashier. Must

have basic knowledge of mathematics and to be train to handle electronic or

computerized register, operate scanner and other equipment

Key objectives

1. skills of handling cash transactions, record keeping and coordination with

other department

2. Improve customer service based on client feedback through the development

of new policies and procedures.

Key position function

1. Register the sales

2. Prepare customer bills and take payments.

3. Issue receipts to customer.

4. At the close of business, cashiers once again count the drawers' content and

compare with sales data.

5. Separate and count charge forms, return slips, coupons, and any other noncash

items.

Key selection criteria

1. High School diploma

2. Understanding of basic accounting concept and reconciliation techniques

3. Minimum one year Experience

4. Understanding of full implication of good customer service and be able to deliver

it.

OHS requirement

Abide by company policies and procedures in relation to Occupational Health and

Safety (OH&S)

Term & condition of employment

Successful candidate require to work five days

Probation period of 3 months

Performance will review on an annually basis

Satisfactory per-employment police checks

Position Title: Server/waiter

Report to: Manager

Qualification- essential

Completion of Year 10

At least one year relevant experience

Vocational training as waiter will be preferable

Key objectives

Efficient and professional service

To guarantee friendly

Capability to work under pressure

Key position function

1. Take order from customers

2. Serve food and/or beverages to customer

3. Remove dishes and glasses from tables or counters, and take them to kitchen for

cleaning.

4. Present menus to customer and answer questions about menu items, making

recommendations upon request.

5. Inform about the daily specials

Key selection criteria

1. Knowledge of principles and processes for providing customer and personal

services.

2. Knowledge of the structure and content of the English language including the

meaning and spelling of words, rules of composition, and grammar.

3. Knowledge of principles and methods for showing, promoting, and selling

products or services

OHS requirement

Abide by company policies and procedures in relation to Occupational Health and

Safety (OH&S) and Food Safety to ensure a safe working environment for customers,

staff and contractors

Term & condition of employment

Successful candidate require to work five days

Probation period of 3 months

Performance will review on an annually basis

RECRUITMENT ADVERTISING POLICY & PROCEDURE:

Policy Statement:

Gloria Jean’s Coffee is committed to the merit selection process and the widest coverage for

advertising of vacancies. In order to maximise the return for investment in advertising vacant

positions, Gloria Jean’s has determined to introduce arrangements to control and standardise the

advertising of vacancies.

Purpose:

This process is designed to reduce the overall costs associated with filling a vacancy within Gloria

Jean’s Coffee without negatively impacting on our ability to attract a suitable field of candidates.

These procedures set out the rules governing the arrangements for advertising vacant positions in

Gloria Jean’s Coffee and are to be used whenever a position is to be advertised, whether it is a

permanent or a temporary position.

Principle:

• The merit principles espoused in the Public Sector Management Act are to be complied with.

• The principles of ‘Area of Need’ vacancies are to be enforced and utilised.

• All permanent vacancies must be advertised in the Gazette and in the Employment section of the

Gloria Jean’s Coffee Internet/Intranet.

• Temporary Registers will be formally advertised and updated in accordance with the

Management Standards, and utilised where possible to fill temporary (including casual)

vacancies.

Checklist for Advertising:

Determine the need for a new or replacement position.

Think creatively about how to accomplish the work without adding staff .

Hold a recruiting planning meeting with the recruiter, the HR leader, the hiring

manager, and, potentially, a co-worker or internal customer.

Develop and prioritize the key requirements needed from the position and the special

qualifications, traits, characteristics, and experience you seek in a candidate.

With HR department assistance, develop the job description for the position.

Determine the salary range for the position.

Decide whether the department can afford hiring employees to fill the position.

Post the position internally on the "Job Opportunities” bulletin board for one week. If

you anticipate difficulty finding a qualified internal candidate for the position, state in

the posting that you are advertising the position externally at the same time.

Send an all-company email to notify staff that a position has been posted and that you

are hiring employees.

All staff members encourage talented, qualified, diverse internal candidates to apply for

the position.

Interested internal candidates fill out the Internal Position Application.

Spread word-of-mouth information about the position availability in your industry and

to each employee’s network of friends and associates.

Network and post jobs on online social media sites such as Twitter and LinkedIn. Ask

your employees to publicize the position through their online social media networks.

Place a classified ad in newspapers with a delivery reach that will create a diverse

candidate pool.

Recruit online . Post the classified ad on jobs and newspaper-related websites including

the company website.

Post the position on professional association websites.

Brainstorm other potential ways to locate a well-qualified pool of candidates for each

position.

Legislation and Standards:

Workplace Relations Act 1996 and Regulations

Occupational Health and Safety Act 1989

Commonwealth Privacy Act

SELECTION POLICY AND PROCEDURE:

Principles

Gloria Jean’s Coffee HR Policies and Procedures have been developed to guide the

actions and govern the rights of employees. The policy and procedures reflect the Equal

Opportunity for Women in the Workplace Act 1999 which provides the employee

relations framework for the management of human resources. These policies and

procedures are for believed to be reliable and current at the time of publication.The

Company needs a comprehensive and rigorous yet simplified approach to recruiting and

selecting talented staff. The Gloria Jean’s Coffee is committed to an equitable, systematic

and consistent approach to recruitment and selection in order to attract, select, and retain

the most capable staff through open competition on merit. The policy and procedures to

be followed at each stage of the recruitment and selection process – vacancy, applications

and short-listing, selection and appointment have been developed accordingly.

Legal Legislation:

Age Discrimination Act 2004 (Cth)

Disability Discrimination Act 1992 (Cth)

Equal Opportunity Act 1984 (SA)

Equal Opportunity for Women in the Workplace Act 1999

Human Rights and Equal Opportunity Commission Act 1986 (Cth)

Occupational Health, Safety and Welfare (SafeWork SA) Amendment Act 2005 (SA)

Racial Discrimination Act 1975 (Cth)

Racial Vilification Act 1996 (SA)

Sex Discrimination Act 1984 (Cth)

Policy:

The Gloria Jean’s Coffee is committed to recruiting, supporting, developing and retaining

staff of the highest calibre, especially academic staff of international standing. This calls

for an equitable, competitive and timely recruitment and staff selection process. They

seeks to:

Maintain the principle of open competition on the basis of merit to appoint the best

candidates,

Provide equal opportunity for all candidates,

Encourage members of employment-disadvantaged groups to consider employment

with the University,

Represent in its staffing profile the community it serves;

Eensure that selection procedures are efficient and effective, and

They follows a four stage recruitment and selection process for continuing and fixed-term

staff appointments longer than one year:

1. Vacancy;

2. Applications and short listing;

3. Selection

4. Appointment.

1. Vacancy :

A position description, including a statement of duties and selection criteria must be

developed or updated for any vacant position that is authorised to be filled.

This is essential to inform candidates about the Gloria Jean’s Coffee expectations and is the

key to making an equitable selection based on merit against clearly defined requirements.

All vacancies for positions for longer than one year are normally advertised in the interests

of equity .

Gloria Jean’s coffee reserves the right to invite candidates to apply for a position without

advertising.

This may occur, with approval from the Director where candidates are to be sourced

through a search conducted by a recruitment and selection consultant.

It might also be necessary where the nature of the funding for the position or research to be

undertaken necessitates the appointment of a person with particular and specific skills or

capabilities.

2. Applications and Shortlisting:

Gloria Jean’s coffee seeks to treat all candidates equitably, with respect and courtesy. This

includes acknowledging receipt of job applications and advising unsuccessful candidates as

soon as possible once a short-list of candidates has been decided.

Duly constituted selection committees, with a minimum of 25% from the minority gender,

will assess applicants against established selection criteria to ensure objectivity and avoid

bias in all stages of the selection process.

Heads of organisational units should seek to attract a pool of applicants with an appropriate

gender balance.

Written referee reports will normally be sought for candidates short-listed for academic

positions where time permits, otherwise a report may be obtained by telephone.

3. Selection:

The selection process seeks to identify the best candidate on merit. Selection Committees

must ensure there is no discrimination on grounds unrelated to the requirements of the

position.

The conduct of interviews with short-listed candidates by a Selection Committees is

essential. In addition, the Committee will consider other relevant factors, including

seminars for academic appointments, work assessment tests, job-related medical

assessments and reference checks, before reaching a final decision.

Selection Committees must seek to be objective and to maintain the equity and

confidentiality of the selection process.

Telephone reference checks must be conducted, as a minimum whenever possible with

the preferred candidate’s current and immediate past supervisor, before the final selection

decision is made. Reference checks should be conducted on a confidential basis.

4. Appointment

The relevant authority must approve a recommendation for appointment by a Selection

Committee before an offer of appointment can be made.

The relevant Executive Dean, member of the Vice-Chancellor's Executive or Director,

Human Resources Division, normally sign an offer of appointment letter.

Heads of organisational units are not authorised to make or vary offers of appointment,

orally or in writing.

Unsuccessful short-listed candidates should be dealt with courteously and sensitively.

They may be advised by telephone in the first instance and in any event should receive

written notification.

They should be informed they may seek oral feedback from the Chairperson, or Head of

organisational unit if delegated.

All new staff must undergo a probationary period relevant to their type and level of

appointment.

Checklist for the selection Procedure:

Send postcards or emails to each applicant to acknowledge receipt of the resume.

Schedule an interview, for internal candidates, with the hiring supervisor, the manager

of the hiring supervisor or a customer of the position and HR.

Hold the interviews with each interviewer clear about their role in the interview

process.

Interviewers fill out the Job Candidate Evaluation Form.

If no internal candidates are selected for the position, make certain you clearly

communicate with the applicants that they were not selected. Whenever possible,

provide feedback that will help the employee continue to develop their skill and

qualifications.

If an internal candidate is selected for the position, make a written job offer that

includes the new job description and salary.

Agree on a transition timeline with the internal candidate’s current supervisor.

If you've created another internal opening, begin again.

Once you have developed a number of applicants for the position, screen resumes

and/or applications against the prioritized qualifications and criteria established. Note

that resume cover letters matter as you screen.

Phone screen the candidates whose credentials look like a good fit with the position.

Determine candidate salary requirements, if not stated with the application, as

requested.

Schedule qualified candidates, whose salary needs you can afford, for a first interview

with the hiring supervisor and an HR representative, either in-person or on the phone.

In all cases, tell the candidates the timeline you anticipate the interview process will

take.

Ask the candidate to fill out your official job application, upon their arrival for the

interview.

Give the candidate a copy of the job description to review.

Hold the second round of interviews with each interviewer clear about their role in the

interview process. Candidates participate in any testing you may require for the

position.

Interviewers fill out the candidate rating form.

The candidate signs the offer documentation to accept the job or refuses the position.

If yes, schedule the new employee's start date.

If no, start again to review your candidate pool and redevelop a pool if necessary.

Applicants should be asked to provide the names, addresses and contact details of three

people who have agreed to act as referees. Applicants will not be asked to provide written

references.

HR reserves the right to contact one or more of the listed referees.

HR has the right to verify all documents pertaining to the applicant's qualifications and

experience as stated in the application.

Training Support program

Training in an organization is on going process and let opportunities to learn new or updated

procedures, about new technology, changes in policies and legislation. Keeping this we have

designed a training program for upcoming recruitment & selection process. Management wants

to achieve following objectives

Awareness about relevant legislation

Caters for any special needs for example language literacy and numeracy problems or

disabilities

Develop interpersonal skills in regards to human resource information system

Provide adequate information regarding effective ways of selections

Training on procedures

1. Vacancy 2. Appointment

1. Vacancy

Method of Delivery 1. Presentation 2. workshop3. one to instruction4. online interactive 5. other (please specify)___________________________________________

Rate the training using scale unsatisfactory satisfactory

Was there sufficient time? 1 2 3 4 5Were there adequate resources? 1 2 3 4 5Was method of delivery engaging? 1 2 3 4 5Was instruction clear? 1 2 3 4 5Were supporting documents useful 1 2 3 4 5

What further training is needed with this task?

Further trainings with the help of different resources like case study.

Are there any other areas/ tasks that you would like training for?Pre interview strategies.

Are you interested in conducting training in any areas? Yes particularly pre interview strategies and advertising.

2. Appointment

Task description Competent Not yet competent

Job DescriptionSelection CriteriaInterview questionRelevant Legislation

Task description Competent Not yet competent

Induction programDelivering speeches/ presentations

Method of Delivery 1. Presentation 2. workshop3. one to instruction4. online interactive 5. other (please specify)___________________________________________

Rate the training using scale unsatisfactory satisfactory

Was there sufficient time? 1 2 3 4 5Were there adequate resources? 1 2 3 4 5Was method of delivery engaging? 1 2 3 4 5Was instruction clear? 1 2 3 4 5Were supporting documents useful 1 2 3 4 5

What further training is needed with this task?

Further training regarding handling the documentation for staff.

Are there any other areas/ tasks that you would like training for?

Legislations for appointment.

Are you interested in conducting training in any areas?

Yes I am intreseted in conducting training on legislation for the appointments of employee.