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The Times 100 Business Case Studies Edition 15. Workforce planning at British Gas British Gas . Introduction to British Gas. The UK’s best recognised energy brand Employs more than 9,000 trained gas engineers One of Centrica Group’s 8 separate energy- related businesses

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the times 100 business case studies edition 15

The Times 100 Business Case StudiesEdition 15

Workforce planning at British Gas

British Gas

introduction to british gas
Introduction to British Gas
  • The UK’s best recognised energy brand
    • Employs more than 9,000 trained gas engineers
  • One of Centrica Group’s 8 separate energy-

related businesses

  • Energy is highly competitive market
    • British Gas competes on price and customer

service

  • British Gas does more than just supply gas
    • Installs and maintains domestic central heating and appliances
    • Maintains and repairs electrical white goods
    • Cleans drains, offers plumbing and home security services through the Dyno brand
human resource management hrm
Human Resource Management (HRM)
  • HRM ensures the business has the right people to deliver its business plan through
    • Planning
    • Recruitment and selection
    • Training
    • Motivation - financial and

non-financial rewards

  • High levels of technical skill and customer focus needed to meet customer requirements
training
Training
  • Several training routes
    • Intensive 5-year Apprenticeship Programme – to become a qualified gas engineer
    • Traineeships – new recruits learn about the industry and gain qualifications
    • Technical training – ongoing for engineers to gain up-to-date information on new technology
  • The British Gas Academy
    • Focus for specialised training requirements
    • People skills critical for dealing with customers
workforce planning
Workforce planning
  • Identifies and forecasts staffing needs for present and future demand
    • British Gas needs to plan for its future managers
  • Demand for all services has increased
    • Contract customers with service level agreements
    • One-off customers with specific problems
  • Engineering is long term training –

up to 10 years

    • Skills gaps need to be filled
    • Safety regulations must be met
recruitment
Recruitment
  • British Gas HR strategy is socially inclusive
  • Diverse workforce reflects diverse customer base
    • Targets people with languages other than English
    • Advertises jobs in targeted ethnic publications
    • Aims to attract more women engineers – winning awards for this work
  • Apprenticeship candidates need
    • GCSEs plus customer skills, e.g. good listening

and communication

  • Online application form includes

value-based questionnaire

    • Identifies which roles an applicant is suited to
selection
Selection
  • British Gas seeks
    • Core competencies, e.g. team working, dealing with people, responding to change
    • ‘Life skills’, e.g. politeness, courtesy
  • Assessment for selection through
    • Interview
    • Role play scenarios
    • Practical dexterity test
  • Once accepted, recruits benefit from ongoing training