HARRODS STUDY
18/9/13
16:24
Page 2
PEOPLE
Increasing employee engagement through HRM
This case study looks at the methods adopted by Harrods’
Introduction
Human Resources department to increase employee engagement.
Harrods is a brand that is recognised all over the world. Its
This involved positively changing the organisation’s culture to
Knightsbridge store has 1 million square feet of selling space with
enable the business to meet the needs of its employees whilst
over 330 different departments. Its global reputation and prestige
also maintaining the company’s values.
is instilled through its brand values. Brand values represent what
an organisation stands for. Harrods values are – British; Luxury;
Human Resource Management (HRM)
Service; Innovation and Sensation.
Human Resource Management is a process of valuing and
developing people at work. It covers all aspects of developing
Innovation
employees, including three important steps:
British
Sensation
1. Recruitment and selection - attracting suitable new employees.
2. Performance - enabling employees to perform their roles to the
best of their ability by keeping them informed and providing
relevant training opportunities.
3. Development - developing all employees to build their careers
Service
Luxury
with Harrods through identifying career progression opportunities.
In 2009 the MacLeod Report, ‘Engaging for Success’, was
This case study demonstrates the integral role that Harrods’
published which has been very influential in Human Resource
employees play in upholding these brand values. People are a vital
Management. One of its major findings was to highlight how
resource of any organisation. In the retail industry, employees are
businesses benefit by involving employees in all aspects of
the public face of the company. They are responsible for interacting
decision making. This involvement is commonly...