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The Times 100 Business Case Studies

The Times 100 Business Case Studies. British Gas Workforce planning at British Gas. Introduction to British Gas. The UK’s best recognised energy brand Employs more than 9,000 trained gas engineers One of Centrica Group’s 8 separate energy- related businesses

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The Times 100 Business Case Studies

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  1. The Times 100 Business Case Studies British Gas Workforce planning at British Gas

  2. Introduction to British Gas • The UK’s best recognised energy brand • Employs more than 9,000 trained gas engineers • One of Centrica Group’s 8 separate energy- related businesses • Energy is highly competitive market • British Gas competes on price and customer service • British Gas does more than just supply gas • Installs and maintains domestic central heating and appliances • Maintains and repairs electrical white goods • Cleans drains, offers plumbing and home security services through the Dyno brand

  3. Human Resource Management (HRM) • HRM ensures the business has the right people to deliver its business plan through • Planning • Recruitment and selection • Training • Motivation - financial and non-financial rewards • High levels of technical skill and customer focus needed to meet customer requirements

  4. Training • Several training routes • Intensive 5-year Apprenticeship Programme – to become a qualified gas engineer • Traineeships – new recruits learn about the industry and gain qualifications • Technical training – ongoing for engineers to gain up-to-date information on new technology • The British Gas Academy • Focus for specialised training requirements • People skills critical for dealing with customers

  5. Workforce planning • Identifies and forecasts staffing needs for present and future demand • British Gas needs to plan for its future managers • Demand for all services has increased • Contract customers with service level agreements • One-off customers with specific problems • Engineering is long term training – up to 10 years • Skills gaps need to be filled • Safety regulations must be met.

  6. Recruitment • British Gas HR strategy is socially inclusive • Diverse workforce reflects diverse customer base • Targets people with languages other than English • Advertises jobs in targeted ethnic publications • Aims to attract more women engineers – winning awards for this work • Apprenticeship candidates need • GCSEs plus customer skills, e.g. good listening and communication • Online application form includes value-based questionnaire • Identifies which roles an applicant is suited to.

  7. Selection • British Gas seeks • Core competencies, e.g. team working, dealing with people, responding to change • ‘Life skills’, e.g. politeness, courtesy • Assessment for selection through • Interview • Role play scenarios • Practical dexterity test • Once accepted, recruits benefit from ongoing training

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