The case Gamages is a popular department store in London's Oxford Street. After a period of decline, it was turned round a few years ago under the...
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The caseGamages is a popular department store in London's Oxford Street. After a period of decline, it

was turned round a few years ago under the leadership of a dynamic and charismatic new Chief

Executive (CEO) whose aim was to make it a customer-focused organization.


Gamages focused heavily on the leadership skills of line managers. The role of Sales

Associates was redefined with much more attention given to their customer service skills. As the

Chief Executive said: 'We sell high-quality merchandise at above average prices; our customers

therefore demand high levels of service.' As the value statement of the store emphasized,

customers want great choice, good value and excellent service.


Regular surveys had shown that levels of employee engagement had increased steadily in the last

four years and employee turnover had decreased. Commitment levels were significantly higher

amongst those staff who had been with the store for three years or more. A revised performance

management process had been introduced two years ago and this also indicated that the ratings

and assessments of potential were higher for those staff with three or more years' service. As a

guide to selection and development, an analysis of the characteristics of high-performing Sales

Associates was carried out. This showed that those who were 'living the values' and, as the chief

executive commented, 'turning values into value' were achieving the best results.


Gamages is now opening a new store in Newcastle. Key department managers from London will

be involved in setting it up. A senior HR business partner from London has been appointed as HR

manager for the new store with two HR advisers responsible respectively for recruitment and

learning and development. A total of 80 sales associates will need to be recruited and trained to

start operations.


Make a Recruitment Plan for the new store in Newcastle. You much cover the following:

a. Internal or external recruitment? Explain why?

b. Which sources of Recruitment to use? Explain why. Describe how each source

should be used.

c. Any other recommendations about Recruitment?

Answered by Expert Tutors

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Step-by-step explanation

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