Human Resource Management 2

DBB05

Assessment 3
Recruit and Select Consultation

Group 1
Members 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
.

3. 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.

4. 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.

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.

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.

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

Task description Competent Not yet

competent
Job Description
Selection Criteria
Interview question
Relevant Legislation
Method of Delivery
1. Presentation
2. workshop
3. one to instruction
4. online interactive
5. other (please specify)___________________________________________

Rate the training using scale unsatisfactory  satisfactory

Was there sufficient time? 1 2 3 4 5

Were there adequate resources? 1 2 3 4 5
Was method of delivery engaging? 1 2 3 4 5
Was instruction clear? 1 2 3 4 5
Were 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
Induction program
Delivering speeches/ presentations

Method of Delivery
1. Presentation
2. workshop
3. one to instruction
4. online interactive
5. other (please specify)___________________________________________

Rate the training using scale unsatisfactory  satisfactory

Was there sufficient time? 1 2 3 4 5

Were there adequate resources? 1 2 3 4 5
Was method of delivery engaging? 1 2 3 4 5
Was instruction clear? 1 2 3 4 5
Were 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.