Case Study: Recruitment and Selection at Enterprise Rent-A-Car

Recruitment and selection at Enterprise Rent-A-Car Who are Enterprise Rent-A-Car customers? Enterprise customers encompass a wide range of consumer demographics, spanning from business and leisure travelers to victims of automobile accidents who need loner cars. The Enterprise market is worldwide which demands a culturally-sensitive attitude towards customer needs. Virtually everyone who drives a vehicle might at one point become an Enterprise customer. What is human capital? The capital of an organization is often thought of in terms of its physical assets such as machinery and financial resources.

However, there is an increasing recognition that human capital also provides a critical source of revenue and growth for the organization. Human capital is the value generated by the employees at an organization: their ability to generate good ideas, to provide high-quality service, and to offer ways for the organization to grow and prosper in the future. It is often said that a company can only be as good as the people that work for it, and the concept of human capital reflects this notion. Q3.

Distinguish between market orientated and service orientated. In a service-oriented market such as that of the rental care industry, the primary value proposition offered to the customer is the quality of service provided by employees. In the rental car market, all of the major companies provide relatively similar services and products. There is a limit to how much each can compete upon price or distinguish the physical product itself. Instead, the value proposition they offer to the customer must be based upon service.

This is in stark contrast with a market-oriented approach whereby the characteristics of the physical product that is sold form the core of the value proposition offered to the customer. A good example of this is the automobile market for new and used cars intended for purchase: in general, the customer's buying experience is less important than the value provided by the car in terms of appearance, price, reliability, and reputation relative to competitors in the marketplace.

There is also a great deal of difference between the physical characteristics of the different aspects of the product. Service is less important in terms of the interpersonal manner of the sales staff. Q4. What is the difference between job description and job specification? The job description specifies the role of the job within the company and lists the main tasks performed by the individual who fulfills that role. The job or person specification, in contrast, lists the type of characteristics required by the person who will fulfill the role.

For example, someone who is in marketing at Enterprise might be given the descriptive tasks of finding new ways to promote the services offered by Enterprise and design attractive packages to encourage customers to use Enterprise. The specifications required might be at least a B.A. In marketing; previous experience in the field; knowledge of how to use quantitative data to assess customer usage; and a flexible and people-oriented attitude. Q5.

Why is it important for Enterprise Rent-A-Car to do workforce planning? For a service-oriented company like Enterprise, workforce planning is essential. Workforce planning is a way to organize the human capital of the company in an effective fashion. It involves assessing and managing the staffing requirements including filling vacancies left by employees leaving the company or being promoted to different positions as well as new positions that are being created as the result of company growth and expansion.

Workforce planning is also demanded when the company must acquire employees with new, critical skills. Hard as it may be to remember, but twenty years ago having strong computer skills and knowledge of social media was not demanded of advertising and marketing staff of most companies like Enterprise. Today, such knowledge is essential and only by assessing the workforce needs and revising specifications can a company remain current and relevant with the demands of the age. Q6.

In the first paragraph of the case study, what is meant by turnover? Turnover is used to mean the net value accrued by the company. Q7. Why is it important for a business such as Enterprise Rent -A -Car to have aims? The rental car market is constantly changing. Enterprise must have clear goals and a plan to meet those goals otherwise it is likely to be left behind by the competition. Q8. What are SMART objectives? It is not enough for a company to have vague, undefined goals.

These objectives must be smart: SPECIFIC, MEASURABLE, ACHIEVABLE, RELEVANT, and TIMELY. In other words, it is not wise to have a goal to simply 'get better.' A better goal is to 'increase customer satisfaction ratings to excellent across the board on 99% of all surveys turned into Enterprise." Such a goal is also measurable by an instrument beyond subjective impressions of one's 'gut' instinct.

Of course, the goals must be achievable, too (it is not realistic, for example, for a small and emerging company to set the goal of crushing its competition within a year). The goals must also be relevant to the likely success of the entity. The goals must also be time-bound, as having goals in the vague and distant future is almost as bad as having no goals at all. Q9.

Why does Enterprise Rent- A-Car offer Graduate Management Training Schemes? Enterprise's Graduate Management Training Schemes offer a fast-track route to becoming an assistant manager for highly qualified candidates. This is a way to ensure that very loyal and committed workers remain within the organization. It incentivizes loyalty amongst such customers by providing them with swift rewards regarding greater pay and responsibility. This encourages all employees to strive for higher levels of excellence, as they know they will be rewarded with greater organizational support.

One common source of frustration for employees is a lack of career advancement. Enterprise recognizes this and strives to combat high-quality employee's fears of stasis with.