CASE ANALYSIS ON BRITISH GAS – WORKFORCE PLANNING

TEAM # 3

CASE ANALYSIS

• Part of the Centrica Group

• Best recognized energy brand. 

• An energy company needs to be competitive

and also provide the right levels of customer

service and retain customers.

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CASE ANALYSIS

British Gas does not only supply gas but also deals with• The installation and maintenance of domestic

central heating and appliances • Maintenance and breakdown service for electrical

white goods and home wiring. • Drain clearing services, • Plumbing and home security services. • Employs more than 9,000 trained gas engineers to

install and maintain central heating and gas appliances.

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THE ROLE OF HUMAN RESOURCE MANAGEMENT

• These resources are crucially people.

• HRM is the business function that focuses on

the people aspects of an organization.

• responsible for ensuring that an organization has the right

people to deliver its overall business plan.

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MEETING CUSTOMER NEEDS

• Shareholders of Centrica expect the business to show a

return on their investment by making profits, now and in

the future.

• Needs of the customers must be met with competitively

priced products and services that give good returns to the

company.

• Residential consumers across the country are the core

customer base of British Gas.

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MEETING CUSTOMER NEEDS

• British Gas engineers must have the technical skills to

undertake work to the required standard and the people

skills to deliver good customer service.

• British Gas Academy must therefore ensure that the

company attracts and retains the best engineers.

• It requires a training operation to equip new recruits and

existing employees with right skills. 

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EMPLOYEE RETENTION

• British Gas must ensure that it retains its best people.

• It is much more cost effective to retain trained and highly

skilled staff than recruit and train up new people.

• British Gas seeks to retain people by offering a mix of

financial and non-financial benefits.

• The company provides employees good pay and a pension

scheme, opportunity to buy shares in Centrica and it offers a

great place to work and high-class training.

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TRAINING

British Gas Academy has training facilities to handle the

extra training requirement in recruiting an additional

5,000 employees into the engineering workforce.

Apprenticeship

• Trainees are expected to qualify by five years.

• All domestic gas engineers become fully acquainted with

the latest computer-aided diagnostic technology.

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TRAINING

Traineeships

Provides a way for new recruits to learn about the

gas

industry and gain relevant skills and Qualifications

Technical training

Ensures that its employees are kept up-to-date

with new information and technologies to enable them to

provide the best service possible. It is important that they have

good people skills.Team # 3 9 16-02-2011

WORK PLACE PLANNING AT BRITISH GAS

CURRENT HUMAN DESIRED HUMAN RESOURCES RESOURCES

With respect to• No. of employees• Skills and Knowledge of the employees

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WORKFORCE PLANNING

• It involves managing training and recruitment process to

ensure that the organization has the right staff in place

• Forecasting is done to determine the future demands of

workforce

• The two types of customers are

• Contract customers

• One –off customers

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BENEFITS DUE TO APPLICATION, RECRUITMENT AND SELECTION PROCESS

Criteria Company Applicant

Diversified Workforce

No Gender Discrimination

Online Application Form Based Screening Test

Impacts wide variety of culture Able to interact with wide range of people

Does not restrict the recruitment So get the most skilled people across men and women

Getting skilled people across the globe Reduces the cost to a greater extent

Able to work in different kind of environment Boredom is reduced Feels satisfied

Women engineers have a great unique opportunity to work with

Easy to apply

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BENEFITS DUE TO APPLICATION, RECRUITMENT AND SELECTION PROCESS

Criteria Company Applicant

Core Competency Based Selection

Better team working, interpersonal skills, motivation and response to change

Applicant with such qualities can imbibe organization culture and able to develop their personality through the training provided by organization and also enjoy financial and non-financial benefits

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RECRUITMENT – MOST IMPORTANT

As said before British Gas depends on its people

employees are its major assets

Recruitment

• Selects right person to right job

• Tests the technical capabilities of candidates

• Examines the basic life skills of the applicants

• BALANCED DIVERSIFIED WORKFORCE

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THANK YOU