NAME: Ryan Martis                STUDENT NUMBER: 4561

HR planning and resources:

Introduction:

British gas is a domestic energy supplier and a part of the Centrica Group which is a multinational company with businesses in many countries, it operates in England as British Gas (BG).Centrica was formed in 1997 and consists of eight separate energy-related businesses.

Along with providing gas and electricity, they also install and maintain central heating and gas appliances. Their desire is to provide high quality products and services, their customers also turn to them for expert, hassle free care of their kitchen appliances, home electrics, plumbing and drains. There are about 12,000 people working in their UK based call centres and over 8,000 highly trained, CORGI (national watchdog for gas safety in the United Kingdom) registered engineers. British gas invests heavily in training to help ensure that the service they offer are always of the highest quality possible they invest over £26 million each year. They are Britain’s largest single employer and trainer of gas engineers.

They claim to be the greenest power provider in Britain and that the electricity provided by them has the lowest CO2 emissions compared to any major UK energy supplier. Even after being in a competitive energy market, and they continue to be the first choice gas suppliers for millions of people, and since the residential electricity market opened to competition in 1988, they have grown to be the largest supplier of electricity to residential customers in Britain.

They maintain high levels of customer service, and this attracts customers. In order to do this they have an academy which has expanded with the demand to recruit more people to meet the customer demand. The academy works with different departments at BG for example, call centres, sales department, also induction and skills training for call centre and operational agents and team leaders.

The academy delivers training at specially built training facilities located across the country, these sites are also used for training new recruits, and for mandatory competency training and five-yearly assessments, as well as supporting continuous professional development programmes.


Task 1:

Core business of British Gas is to provide care for their customers' central heating, plumbing, drains, home electrics and kitchen appliances and install domestic appliances and monitor home security systems. With so many different services being offered by BG workforce planning becomes very important; its main purpose is to evaluate how many employees are needed, the qualifications they need to have achieved and also to recruit people in order to train and recruit the new engineers needed in current and future situations, at BG we cannot have too little or to many people assigned to carry out our day to day business, so we have to be aware of the current demand and the future demand which may arise and have to get ourselves and new staff ready to help our customers.

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As the recruiting and training process for new engineers is a lengthy we at BGS have managers in place specially working on a programme which predicts how much UK market for domestic gas engineering services will grow, and this study helps the company decide how many engineers needed in the future. This programme is called the programme of forecasting; we forecast the demand for engineers one year in advance and make more general estimates for a further two years, this enables us to provide the best service to our customers in time and we don’t keep them waiting.

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