Workforce planning at British Gas
A British Gas case study

Page 1: Introduction

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British Gas is part of the Centrica Group. It is the country”s best recognised energy brand. Centrica is a multinational company, with businesses in many countries. Centrica was formed in 1997 and consists of eight separate energy-related businesses, ranging from the supply of gas and electricity to consumers and organisations in the UK and Europe, to storage of gas for other providers...
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Page 2: The role of human resource management

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Managing a successful large business involves acquiring, developing and maintaining a wide range of resources. These resources include materials, buildings, land, equipment, technology and, crucially, people. Any organisation needs good employees who have the right skills to achieve the company”s aims and objectives. Human resource management (HRM) is the business function that focuses on...
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Page 3: Training

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As an expanding business, British Gas needed to increase its workforce to meet customer demand. At the end of 2002, British Gas established the British Gas Academy. The Academy has helped to develop and refocus training facilities to handle the extra training requirement in recruiting an additional 5,000 employees into the engineering workforce. British Gas runs an intensive...
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Page 4: Workforce planning

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Workforce planning is the process of assessing a company”s current and future labour needs. The British Gas Academies must consider not just overall employee numbers but also the skills that will be required within the business. Workforce planning also involves managing any training and recruitment process to ensure the organisation has the right staff in place. Managers at British...
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Page 5: Recruitment

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As part of its workforce planning, British Gas implements a diversity and inclusion strategy using tailored action plans. This means it actively seeks new recruits from a wide range of backgrounds. The need to recruit a diverse engineering workforce is seen as critical by British Gas. It plans recruitment to ensure it has a socially inclusive workforce. This is important as it will enable...
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Page 6: Selection

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At the British Gas assessment centre the emphasis is very much upon 'core competencies' and 'life skills'.  Life skills are personal skills that are likely to affect the customer experience when someone is working in the field. British Gas engineers needs to show courtesy and politeness, for example. These are personal qualities that have a direct impact upon customer perception. Core...
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Page 7: Conclusion

Recruitment and selection at British Gas is driven by the need to maintain the competitive position of the company within the energy market. Domestic gas customers demand the very highest standards of service. They can be assured that British Gas engineers have high-level skills and expertise through its careful specification of entry qualifications followed by top quality training. British Gas...
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