Red Telecom (‘Red’) is a multinational enterprise in the telecommunications services sector. Its principal business is to provide business and residential customers with a comprehensive range of mobile and fixed line broadband and voice services. Red operates throughout Oceania, with the majority of customers and infrastructure located in Australia and New Zealand. As part of a strategic refresh intended to improve outcomes and service for a range of stakeholders, Red recently launched a new diversity and inclusion (D&I) initiative titled Red’s Inclusive Strategy 2020 (commonly referred to as RISE). Red takes a broad approach to defining diversity, including all characteristics that make employees and customers different. Thus, Red defines diversity as including visible characteristics such as race, gender, age, and physical disabilities, as well as non-visible characteristics such as religion, educational background, social class, and non-visible impairments (e.g., mental health, chronic pain).
RISE identified a number of shortfalls in Red’s existing approach to D&I. For example, the project identified gender inequities such that the senior management team was almost entirely white, male and Australian while the majority of call centre and customer support personnel were female and from culturally and linguistically diverse (CALD) groups. RISE also identified inclusion issues for individuals with a disability. For example, employment records indicated that very few Red employees had disclosed a disability, and many customers with a disability indicated that the company website lacked important accessibility features and perceived that Red service staff discriminated against customers with a disability.
RISE also seeks to increase diversity within Red’s workforce by setting the following workforce targets to be met by 2020:
Importantly, Red hopes that D&I will be ‘business as usual’ by 2020. To facilitate this transition and improve ‘buy in’ from across management, RISE sets Red’s broad D&I strategy, but different departments have discretion in how they implement the strategy. General managers are expected to work with Red’s HR department to develop specific programs to increase D&I within their work teams. Red’s HR department will ensure that the department-specific programs are aligned to RISE.
The general manager for Red’s Customer Resolution Department has been in this role for approximately one year. Around the same time as RISE was launched, the Customer Resolution Department also underwent a significant restructure in which the entire department was moved to an Australian call centre that relies on multiple work teams, multiskilling of team members, and expanded Team Leader roles. Staff are feeling stressed and frustrated with their jobs, customers, colleagues and overseas counterparts as a result of the restructure.
The current Customer Resolution Department has a team structure. Teams include 8-15 frontline customer service representatives who report to a team leader (team size varies depending on the number of part-time staff in the team). Each team leader reports to both the Operations Manager and the General Manager. Among frontline customer service representatives, the majority (70%) are female, 42% are from a CALD background, less than 2% have disclosed a disability, and 3% openly identify as LBGTIQ. The department relies heavily on part-time staff, of whom 80% are female.
Among the department’s leadership team, only one team leader is female; the remaining team leaders, operations manager, and general manager are all male.
As a HR manager working with the Customer Resolution Department’s General Manager, design a learning and development program for the Team Leaders. Note that the proposed training and development program should clearly align with at least three of the General Manager’s aims and should take no more than 12 months to implement.
To export a reference to this article please select a referencing stye below:
My Assignment Help. (2020). Developing People And High Performance Organisations 2. Retrieved from https://myassignmenthelp.com/free-samples/mgt5dpp-developing-people-and-high-performance-organisations-2.
"Developing People And High Performance Organisations 2." My Assignment Help, 2020, https://myassignmenthelp.com/free-samples/mgt5dpp-developing-people-and-high-performance-organisations-2.
My Assignment Help (2020) Developing People And High Performance Organisations 2 [Online]. Available from: https://myassignmenthelp.com/free-samples/mgt5dpp-developing-people-and-high-performance-organisations-2
[Accessed 25 October 2021].
My Assignment Help. 'Developing People And High Performance Organisations 2' (My Assignment Help, 2020) <https://myassignmenthelp.com/free-samples/mgt5dpp-developing-people-and-high-performance-organisations-2> accessed 25 October 2021.
My Assignment Help. Developing People And High Performance Organisations 2 [Internet]. My Assignment Help. 2020 [cited 25 October 2021]. Available from: https://myassignmenthelp.com/free-samples/mgt5dpp-developing-people-and-high-performance-organisations-2.
MyAssignmenthelp.com provides affordable essay help to students in Australia. Being a cheap essay writing service, we aim at providing the best in the minimum. We offer tons of freebies and a good discount for placing orders with us. All our efforts are aimed at ensuring that having a reliable and quality academic assignment help doesn’t drill hole in your pocket. Our writers draft paper from scratch, resourcing updated facts and information to be used in the paper. Exhaustive research resources are at our disposal to draft quality research papers. Some of our popular services include research paper help, dissertation help, thesis help, homework help, coursework help and class-apart works in lot other academic papers.
Answer Employment Relations and HR Practices Background Information Toyota Motor Corporation is a Japan automobile producer with many subsidiaries across the world such as the United States, Australia and others across the globe. The headquarters are based in Japan, but there are regional offices across the continents. The firm was formed on August 28, 1937, and since then it has been in operations. Across different continents, t...Read More
Answers Introduction Human Resource Management (HRM) is an important function which focuses on recruitment selection, training and development of employees. They manage human capital and make sure that all the policies and processes are implemented in the organisation. Employee engagement is an essential element in HRM. It improves the productivity and efficiency of the workers (Becoming Irresistible: Employee Engagement, 2016). They ...Read More
Answers 1: Case study of Care One and Dr. Caremore It is to be mentioned that the practice of exaggerating a patient’s condition to get them admitted in the hospital is a medical malpractice on the part of doctors. As a manager of the Care One, it can be said that this malpractice needs to stop. Firstly proper investigation needs to be done to verify the truth of the allegation against the doctor. Proper investigation includes que...Read More
Answers: Introduction The report is focused on the process of organizational restructuring that the companies are undergoing nowadays in order to expand their businesses in the corporate business world. Apart from that, in order to decrease the rate of the competition, the companies while increasing their productivity as well as increased revenue for the company attempt different types of organizational restructuring. It can be said that orga...Read More
Answers: Problem Human resource management is considered as the process of managing the human resources of the business organization. In this process, the human resource managers need to take care several aspects related to the people of the organizations, as it is their responsibilities to take care all of their needs (Hendry, 2012). As per the provided case study, there is a controversial advertise from the side of Lorna Jane regarding the ...Read More
Are you confident that you will achieve the grade?
Our best Expert will help you improve your grade