How Harrod's revolutionized their HR department for customer engagement

1. What is HRM? (Human Resource Management
• Recruitment & Selection
• Performance: Informed, training etc.
• Development

2. • The Macleod Report “Engaging for Success” in 2009 was very
influential in HRM.
• Major finding: Involve employees in ‘Decision-making.’ Employee
engagement or participation.
• Harrods took notice; EMPLOYEE TURNOVER in particular.
• IMPROVE EMPLOYEE ENGAGEMENT AND REDUCE EMPLOYEE
TURNOVER.
• Cost to business- Recruitment, expertise, training.

3. • Harrods carried out its first employee survey.
• Has become an important part of Harrods HRM
• Create employee engagement and trust.
• 4 MAIN ELEMENTS:
• Changing Organizational structure: hierarchy became flatter. More
responsibilities- job satisfaction.
• Changing leadership: Ground level workers in decision-making.
VISION BUILT BY SENIORS BUT MANAGED BY INDIVIDUAL PERSONAL
LEADERSHIP.

4. •Improved Communications: Day- to day
plans – miscommunication.
•Living the Brand values.