KOLEJ PROFESIONAL MARA AYER MOLEK, MELAKA

HUMAN RESOURCE MANAGEMENT – MGT 2513

PROBLEM BASED LEARNING PROJECT SESSION 2 2021

LECTURER NAME: MADAM SYIRIN HANIM BINTI JALIS

NAME ID NUMBER
IRDINA HARISSA BINTI ZULKIFLI MDB 20-07-088
NUR ATHIRAH NATHASHA BINTI NOOR AZMAN MDB 20-07-087
NUR ILIYANA BINTI HESHAMMODEEN MDB 20-07-092
NURUL ASMIZA BINTI SARKAWEI MDB 20-07-068
Job Title: Manager Job Category: Retail Manager
Department/Group: Group 2 Job Code/ 111011, Retail Manager
Location: Kuala Lumpur, Malaysia Travel Depends
Required:
Level/Salary Range: RM 3410 per month Position Type: Full Time
HR Contact: 03-3649 5231 Date Posted: 10 October 2021
Will Train Yes, will do Posting 15 October 2021
Applicant(s): Expires:
Applications Accepted By:
FAX OR EMAIL: MAIL:
Fax number : 03-6412 1134 Nur Iliyana Heshammodeen
Email : [email protected] ABC Company
987 Jalan Tuanku Abdul Rahman
Kuala Lumpur, Malaysia.

Job Description
RETAIL MANAGER SUMMARY OF FUNCTIONS.
The Retail Manager is responsible for the effective and profitable operation of the retail store. They
manage and direct a team of salespersons and ancillary services and personnel (stockers,
shipping/receiving, inventory, etc.)
RETAIL MANAGER ESSENTIAL DUTIES.
• Supervisors other employees including the hiring, training, scheduling, promoting,
recommending of raises and firing of staff. Reconciles differences among staff and maintains a
level of satisfaction among employees.
• Handles customer’s grievances and attempts to restore the customer’s goodwill toward
the store if there are negative feelings.
• Keep accurate and up-to-date records of store inventory. Ensure that new arrivals are recorded,
priced or displayed or shelved.
• Makes decisions on advertising, promotions and which products to put on sales.
• Supervises cash and accounting procedures, verifying expenditures and receipts.
• Monitor and analyze sales, determine storewide trends.
• Keep up-to-date with respect to industry trends (e.g. online merchandising).
• Project sales, determine profitability of goods and services.
ORGANIZATIONAL RELATIONSHIP.
Reports to the Store Owner or Regional/District Manager, Supervises the staff of the store.
WORKING ENVIRONMENT.
The job is performed indoors in a traditional retail store setting. Activities include extended periods of
standing and extensive work interfacing with people.

Reviewed By: HUMAN RESOURCE MANAGER Date: 3 October 2021

Approved By: THE VICE OF MARKETING Date: 5 October 2021

Last Updated By: NUR ILIYANA HESHAMMODEEN Date/Time: 7 October 2021/3.40 p.m.
Job Specification

RETAIL MANAGER QUALIFICATIONS AND EXPERIENCE.

3+ years of retail experience, including a year or more as a department manager plus a high school
diploma or GED is required. A bachelor’s degree in suitable field of study (e.g., retail merchandising &
management, business administration) is preferred. Completion of business and economics courses can
be beneficial to work performance.
RETAIL MANAGER PREFERRED SKILLS.
• Customer Services (greeting customer, resolving complaints, product recommendation).
• Business Awareness (merchandise control, loss prevention, product knowledge).
• Attention Detail (organization, visual merchandising, window displays).
• Information Technology (cash register, computer skills, point of sale systems).
RETAIL MANAGER RESPONSIBILITIES.
• Supervisors other employees including the hiring, training, scheduling, promoting,
recommending of raises and firing of staff. Reconciles differences among staff and maintains
a level of satisfaction among employees.
• Handles customer’s grievances and attempts to restore the customer’s goodwill toward the
store if there are negative feelings.
• Keep accurate and up-to-date records of store inventory. Ensure that new arrivals are
recorded, priced or displayed or shelved.
• Makes decisions on advertising, promotions and which products to put on sales.
• Supervises cash and accounting procedures, verifying expenditures and receipts.
• Monitor and analyze sales, determine storewide trends.
• Keep up-to-date with respect to industry trends (e.g. online merchandising).
• Project sales, determine profitability of goods and services.
RETAIL MANAGER PHYSICAL DEMANDS.
- Ability to communicate orally with customers, management and co-workers individually and in
groups is crucial. Regular use of the telephone and e-mail for communication is essential.
- Standing for extended periods is common. Hearing and vision within normal ranges is
essential for normal conversations to receive ordinary information and to prepare or inspect
documents.
- No heavy lifting is expected. Exertion of up to 25 lbs of force occasionally may be required.
Good manual dexterity for the use of common office equipment such as computer
terminals, calculator, copiers and FAX machines.
- Good reasoning ability is required to solve a wide range of business problems. Able to apply
statistical calculations, analysis of variance, correlation technique and sampling theory as well
as algebra, linear equations and other analytics as required. Able to understand and utilize
financial reports and legal documents to conduct business.

Reviewed By: HUMAN RESOURCE MANAGER Date: 3 October 2021

Approved By: THE VICE OF MARKETING Date: 5 October 2021

Last Updated By: NURL ILIYANA HESHAMMODEEN Date/Time: 7 October 2021/3:40 p.m.
 SELECTION PLANNING

Recruitment Strategy Development Evaluation and Control

Planning Searching Screening

RECRUITMENT PLANNING

• The HR department lists the job descriptions and job specifications of the
vacancies so that they are easy and clear to understand.

STRATEGY DEVELOPMENT

• HR departments make the final assessment and analyze the data collected for the
position.

SEARCHING

• Make online advertising on social media and advertising on the company's main
website about vacancies along with conditions, qualifications, dates, times and so on.

SCREENING

• Screening is done in stages starting with a survey of the candidate's resume letter.
Then, do an online interview with the candidate who is on the list and finally do a
shortlist for the best candidate.

EVALUATION AND CONTROL

• This is the last step in the employee selection process, the top candidates are
evaluated again to choose who is really qualified to hold the position so that there are
no problems in the future.
ADVERTISEMENT POSTER
JOB APPLICATION FORM

Please complete this accurately, giving as much detail as possible of your skills and experience
relating to this job application. Shortlisting will be based on the information gathered from the form
and will be read in conjunction with the applicant specification.

Applications will be treated in the same manner, whether they are external or internal candidates.
POSITION APPLIED FOR

JOB TITLE: RETAIL MANAGER

WHERE DID YOU SEE THIS POST ADVERTISED: IN SOCIAL MEDIA

SECTION A – PERSONAL INFORMATION

NAME NURUL ASMIZA BINTI SARKAWEI

AGE 31

GENDER FEMALE

NO 17 JALAN MAHAGONI 1B/6 TAMUHILL PARK, BATANG KALI SELANGOR

ADDRESS
POSCODE: 44300
PHONE 01120957914
NUMBER
EMAIL [email protected]
ADDRESS
SECTION B – EDUCATION

DATE QUALIFICATIONS OBTAINED

SCHOOL/ INSTITUTIONS
(SPM/STPM/DIPLOMA/DEGREE)
FROM TO ATTENDED

2003 2007 SMK SYED MASHOR SPM

2008 2011 UITM SHAH ALAM FOUNDATION IN ACCOUNTANCY

2012 2014 SUNWAY UNIVERSITY DEGREE

SECTION C – EMPLOYMENT HISTORY

DATE
REASON(S) FOR
COMPANY JOB TITLE JOB RESPONSIBILITIES LEAVING
FROM TO

2015 2017 MFG COMPANY MERCHANDISER display, arrange, price Accept job offer from other
and rotate product in companies
store
 2017 2021 DEF COMPANY RETAIL assisting customers in Interested to begin retail
ASSISTANT order to help them find manager and success
what they need with the interview

SECTION D - REFERENCES

NAME RELATIONSHIP PHONE NUMBER EMAIL ADDRESS

AZIMAH BINTI MOM 0172519868 [email protected]
ALIAS

SECTION E – CRIMINAL CONVICTIONS

DO YOU HAVE ANY CRIMINAL CONVICTION (S)? YES / NO

IF YES, PLEASE GIVE DETAILS

DECLARATION AND SIGNATURE

My signature below certifies that:

• All information in this application for employment is correct and complete to the best of
my knowledge and belief.

• I understand that false or misleading information in this application could result in refusal
of employment or discharge.

• I authorise the verification of the above information and any other necessary enquiries
that may be needed to determine my suitability for employment.

• I authorise the ABC Company to contact any of the references provided by me for the
purpose of a reference check.

• I understand that this application for employment does not constitute an employment offer.
APPLICANT’S SIGNATURE DATE

NURUL ASMIZA 11 SEPT 2021

 TEST/INTERVIEW GUIDED QUESTIONS

1. If you suffered a loss this month what action would you take as a
retail manager?
2. Introduce yourself briefly
3. What do you know about this retail manager position?
4. How did you find out about this vacancy?
5. Give a reason why you are eligible to be a retail manager?
6. What is your main goal for this position?
7. If you have a problem at work how do you solve it?
8. What kind of work environment do you like?
 ABC COMPANY
987 JALAN TUANKU ABDUL RAHMAN KUALA LUMPUR, MALAYSIA.
FAX NUMBER: 03-6412 1134 EMAIL: [email protected]

1 SEPTEMBER 2021

Nurul Asmiza Binti Sarkawei

No. 17, Jalan Mahagoni 1B/6,
Tamuhill Park, 44300,
Batang Kali, Selangor.

Dear Nurul Asmiza,

I am very pleased to offer you to a position of Retail Manager at ABC Company. This is full
time position of 40 hours a week. Your initial annual salary will be RM3500 per month.

As a full-time employee, you are also entitled to the standard company benefits package.
The principal features of the employment offer, and the benefits are outlined in the
enclosure. Please plan to begin work on September 6, 2021.

If you accept this offer, I would appreciate your signing and returning at your earliest
convenience a copy of this letter along with the enclosed Letter of Assignment for
documentation purposes. If you have any questions regarding employment policies and
procedures, please do not hesitate to contact me.

Sincerely,

Nur Athirah Nathasha Binti Noor Azman

(Human Resources Manager)
 DIALOGUE SCENE 1

Human Recruitment Manager

Human Resources Manager

Human Resources Assistant

HR: Hi Assalamualaikum everyone!

ALL: Hi Waalaikumusalam miss.

HR: So, as you are all aware, ABC Company is one of the leading and most innovative
organizations in retail consumer goods industry. ABC Company is also growing rapidly and is
continuing to offer highquality casual clothing for men, women, and children at surprisingly
affordable prices. However, we just received that the Retail Manager will be leaving at the
end of October 2021. So, we need to recruit our company's new retail manager. First of all,
you can propose the job description and the job specification for the position of retail
manager before we start the recruitment application.

E1: Sure. Three criteria must therefore be included in a jobs specification which includes
skills, responsibilities, and physical demands. For our skills, then, we have to have excellent
customer service so, they can solve any problem if there any complaint from a customer and
give recommendation for customers. For responsibilities, they need accurate and up-to-date
records of store inventory. So, it will ensure that new arrivals are always recorded. And we
need physical demands, where someone to communicate orally and online with customers,
management, and co-worker individually also we need employees that can standing for an
extended period because not everyone can stand for a long time.

E2: Yes! That's right. Even I couldn’t stand it for long.

E1: Yeah. So, moving on to the job description, the retail manager’s responsibilities include,
first and foremost, hiring, training, scheduling, promoting, recommending raises, and firing
of staff. The second is handles customer’s grievances and attempts to restore the
customer’s goodwill toward the store if there is a negative feeling. The third step is to keep
up-to-date with respect to industry trends like online merchandising. So, I think that’s all for
a job specification and job description.

HR: Okay, E1, this is a fantastic one. Thank you very much for your suggestion. Alright.
Then there's the question of how to find a new retail manager. Do you guys have any
recommendations regarding the selection process?
E3: Umm… miss? Can I give my suggestion about the selection process?

HR: Yeah! Sure.

E3: So, I'll describe the selection process. The first step is to publicise the position by
creating and disseminating an advertisement. The second step is to go over each
candidate's resume and cover letter in order to choose the best candidate for the job. The
third step is to conduct preliminary applicant screening, which may include an interview to
determine whether the candidate has a good facility or not, and to ensure that they are
qualified to work for our company. Moving on to the fourth process, conducting in-person
interviews, which is one of the most important process for determining which candidates
have been selected, and then to the fifth process, performing the final candidate selection
test. The performance test and the aptitude test are the two sorts of tests that will be
administered. Local or expatriate candidates with work experience will be subjected to a
performance test, while those with no job experience will be subjected to an aptitude test.
The final step is to select the finest prospects for the job, after which the candidate will be
notified through email or phone about the next steps in the recruitment process. However,
given that we are now in pandemic COVID19, I believe that all of this should be done online,
and we have already designed an application form for the candidates to fill out using Google
Forms. As a result, I don't think there will be any issues. So, I think that's all for the
selection process.

HR: Wow, that was a very insightful suggestion from you, and it has given me a terrific idea
for the selection process later. Now, my question is which employees, whether local or
expatriate, should we hire?

E3: I think that hiring local workers is preferable since the cost must be cheaper than
acquiring new members, and hiring expatriates can cost up to two to three times more than
hiring local prospective employees, which includes everything from normal member pay to
relocation charges.

HR: How about you E1. Do you have any opinion?

E1: Umm... yes. First of all, I respect your opinion E3. However, I believe that recruiting
expatriates is preferable to hiring someone locally because it provides more benefits. Most
expatriates have worked in one of their company's local stores, so they can transfer the
culture and processes of a local store to a new one. As a result, they will understand how
the business operates, and one of the advantages of hiring expatriates is the experiential
quality, as most local candidates will not understand our company practises if we try to open
another branch of company, and sending someone who is familiar with our company will
make it easier to train local workers, and I believe that hiring a talented and hardworking
individual may be the best option.

HR: All right. Thank you for sharing your opinion. Both of your responses will be taken into
consideration by me, but in my opinion, hiring an expatriate can benefit our company more
because their ideas and experience may be far superior to that of local individuals, hence I
believe we should hire expatriates. So, guys, I think that's all for our meeting today, and I
want to thank everyone for your incredible cooperation. Thank you!

ALL: Thank you miss :))

 DIALOGUE SCENE 2

Human Recruitment Manager - HR

New Employee - NE

NE: Hi and very good morning miss!

HR: Good morning to you too, now we will start our interview I hope you can relax yourself
first. Ok, can you introduce yourself briefly?

NE: My name is ……, before this I worked as a retail assistant in a company called DEF
Company for 4 years. When I surfed the internet I saw an ad stating that the company was
looking for a new retail manager so I continued to take this opportunity to follow the
interview held today.

HR: Okay, can you explain what you know about this retail manager position?

NE: Typically, these retail managers will keep statistical and financial records. Next,
addressing customer inquiries and complaints. In addition, monitor prices and control stocks.
So far that’s all I know about this retail manager’s job.

HR: I see that you do a lot of research, that’s good of you. Move on the next question, why
should I hire you as a new retail manager?

NE: I have experience in information technology and am proficient in using software and
managing data in computers. In addition, I am also the best student for association of
chartered certified accountants (ACCA). I am also fluent in English, Mandarin, Tamil and
Japanese.

HR: So I see that you are very fluent in many language, especially in mandarin. That’s good
because a lot of company nowadays looking for employees that can speak mandarin very
well. I guess it’s one of your advantages or talent.

NE: Thank you for your compliment miss, it means a lot to me!

HR: Alright, Thank you for attending our interview session today the results of this

interview will be notified within 24 hours if you are successful you need to come to this

company one day after the results of the interview are announced.
NE: Alright thank you miss, have a nice day!