Bass Pro Shops Workforce Management: Analysis & Review

Introduction

Workforce management is one of the most important aspects of operating a business (Randolph Thomas & Horman, 2006). From a workforce management standpoint, Bass Pro Shops is strategically committed to the pursuit of quality over the long term. However, there are areas for improvement, as employee complaints of cutbacks, lack of job security, and pay reductions have led workers to view what was once a great place to work as an organization that is now more focused on customer service than on employee support. This paper discusses the workforce environment of Bass Pro Shops, the nature of engagement and performance at Bass Pro, and how the workforce and leadership are being developed there. It concludes with a discussion of the strengths and weaknesses of Bass Pro's workforce management, opportunities for improvement, and proposed actions.

Workforce Environment

Building an Effective and Supportive Workforce Environment

Bass Pro Shops used to incentivize its workers with good pay, job security, and benefits; however, in recent years, the company has been undergoing restructuring to address sales declines (Bass Pro Shops Employee Reviews, 2017). There is also a lack of mentorship for new employees. Mentorship is important because it allows workers to learn on the job and to be supported by colleagues and guides in their line of work (Orpen, 1997). When employees have questions, they can ask their mentor instead of appearing lost in front of a customer or continuously making mistakes through a process of trial and error.

At the same time, Bass Pro Shops uses inspirational leadership to guide its workers toward self-motivation (Life at Bass Pro Shops, 2018). It promotes teamwork in an effort to build a supportive workforce environment and is focused on developing a caring culture. Even in the toughest of times, the company wants its employees to know it will be there to help them with their financial needs: "When disaster or personal hardship strikes, we are there to provide a hand up through the Bass Pro Cares Fund. Associates help contribute to the fund and support our Bass Pro family in devastating times of need" (Life at Bass Pro Shops, 2018). This demonstrates that, in spite of whatever complaints some employees may have, the company still offers unique incentives and benefits.

Organizing and Managing the Workforce

Bass Pro Shops organizes and manages its workforce in a hierarchical manner, with managers overseeing lower-level employees, regional and district managers overseeing individual local shops, and higher-level executives overseeing the regional and district managers. The workforce is managed by promoting a values-based workplace in which a culture of inclusion and diversity is utilized to create a sense of teamwork among employees. Benefits are also used to incentivize the workforce to perform at a high level (Life at Bass Pro Shops, 2018).

Assessing Workforce Capability and Capacity Needs

The company assesses workforce capabilities and capacity needs through internal auditing, sales performance metrics, customer feedback, and employee surveying. Managers are tasked with examining areas where the company encounters performance barriers and with identifying the factors that may be causing issues—whether cultural, personnel-related, customer-related, product-related, or motivation-related. Managers gauge capacity needs based on the number of customers who come through during any given period of the year and on expected customer volume. Employees are trained to work hard and stay positive, which is not always a good fit for some workers; nonetheless, the company appeals to many who enjoy its family atmosphere and the ambiance that the workplace creates.

Recruiting, Hiring, Placing, and Retaining Workforce Members

Workers are recruited, hired, and placed through a comprehensive hiring process that involves reviewing the talent pool, evaluating resumes, conducting phone and in-person interviews, and performing background checks before making a decision. The company examines applicants' experience, background, hobbies, special interests, skills, attitude, outlook, and personality to ensure they are a good fit for the position. Finding the right-fit employee is the most important part of the company's approach to recruiting, hiring, placing, and retaining staff. To reduce turnover, the company has created a profile of the ideal candidate for each position and uses social media, recruiters, and other resources to expand its talent pool as it searches for applicants who meet these specific criteria. As De Vries (1998) points out, finding workers with the right qualities who fit the company is the best type of management a company can engage in.

Workforce Engagement and Performance

Fostering an Organizational Culture of Open Communication and High Performance

One of the key ways in which Bass Pro Shops builds an organizational culture characterized by open communication, high performance, and an engaged workforce is through the careful development of its workplace atmosphere. The atmosphere and ambiance of a Bass Pro Shop is charged with an inviting and invigorating feeling that makes workers—and consumers—want to be there. They enjoy the sounds, the sights, the experiences, the open spaces, and the interactions that the workplace environment affords (Babin & Attaway, 2000). Babin and Attaway (2000) note that the Bass Pro Shop in Springfield uses "ambient characteristics to provide hedonic value" to attract both customers and workers (p. 92). This keeps staff communicative, performing at a high level because they enjoy their environment, and engaged with customers and their work.

Another key way the organization fosters a culture of communication, engagement, and performance is through its emphasis on teamwork, diversity, and inclusion (Life at Bass Pro Shops, 2018). By emphasizing teamwork, the company is able to convey that everyone employed there is on the same page, working toward the same goal, and should therefore be supportive of one another regardless of circumstances. The company fosters communication by expressing values grounded in diversity and inclusion and by promoting openness and welcome toward all people, regardless of background, ethnicity, or gender. The company fosters high performance by ensuring that everyone feels involved in the decision-making process, by gathering feedback from workers, and by making workers feel appreciated—thereby motivating them to do more and help the company reach its goals.