HRMT20025 INTERNATIONAL HUMAN RESOURCE MANAGEMENT REPORT

Report

Imagine a North American personal computer maker needs a new international call center. You are the PCN IHRM strategist on the MNE organizing team, and you are to help decide the country in which the call center will be located. Your MNE’s desired conditions include: (1) the center should impress callers, (2) center employee turnover will be nonexistent except for death, retirement, or promotion within the MNE, and (3) the host country will seek future MNE subsidiary expansion.

Write a report to the CEO. Describe how you would make the center an outstanding success by giving the reasons for deciding the country in which the call center will be located. Explain the design of the center’s processes of recruitment & selection, training & development, performance management, and compensation. Do not forget to include employment relations issues in the strategy.

Word: 2400-2500 words (excluding: Cover page, Executive Summary, References and Appendix)

Reference: AT LEAST 12 academic sources from peer-reviewed journals plus 3 textbook to get a Pass grade.

APA style 6^th Edition Referencing 

Deadline: 7^th MAY, 2020

Answer guide  [Guide only, not meant to strictly follow paragraph by paragraph]

To begin, provide a few more details regarding the computer maker. What language(s) do most of its users speak? What is the home country (Mexico, US, or Canada)? What is the time zone from which most of its computer users will be calling from for help?

Explain the criteria and your ultimate choice of country, perhaps even comparing the final three and why the country you chose won out. Time zone, similar culture, cost, tax incentives, “made in [x country]”, employment relations etc. could all be factors that help you decide.

Describe the traditional HR processes, but give them the necessary twists using concepts from chapter 9 so that employees are happy at the center and callers are delighted with their service:

• Consider possible IHRM roles with offshoring (see chapter 9 p.265)
• Start with the Social Accountability 8000’s three categories to create a center code of conduct for hiring (see chapter 9 p. 257)
• Recall that fair and good management practices are good ways of retaining employees (see pp. 262-264)
• Discuss employment relations in host culture, how it differs from headquarters and the management implications (chapter 9, pp. 249-254)
• [If you have not discussed this when justifying the choice of the country for the call center, then leads to poor performance.]