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David Wilson
Manager, Canada
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Ideas for Improving HR Service Delivery
Many organizations are looking for innovative and creative ideas. Including in HR.
If you were advising your HR Department on new approaches to HR Services and Programs, what would you suggest?
- Would you outsource by eliminating transactional functions?
- Would you transfer responsibilities to recruit and reward to clients?
- Is the use of a policy framework enough to manage services performed by clients, while still protecting people?
Hope the members have some good ideas. Thanks.
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Sergio Candia Contreras
Teacher, Chile
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Defining Human Resources Policies | Definiendo Políticas de Recursos Humanos 1. Proper attention to the customer and knowledge about the features and quality of the product / service should be present knowledge, and, with similar importance, knowing the possible psychological reactions by customers concerning the products offered, and being able to react adequatly to their demand, basically focusing the interests of the organization to the request of the client, exposing the alternatives the organization is offering to satisfy them.
2. The HR policy should consider training in public relations aimed at better customer care, including a generic orientation according to the quality and genre of product and visually appealing to potential customers; a warm and empathetic treatment is essential to create an environment of trust.
3. Past behaviors are not transferable to other agents. Each human resource of the organization must be able to meet customer demands supported by appropriate internal resources.
1. La correcta atención del cliente, debe estar en conocimiento de las cualidades y calidad del producto/servicio, y, con similar relevancia, conocer las posibles reacciones psicológicas del cliente frente al producto ofrecido, y tener adecuada reacción a su demanda, básicamente en centrar el interés de la organización en el requerimiento del cliente para, desde allí, exponerle las alternativas que la organización ofrece para satisfacerlo.
2. La política de RH debe considerar una formación en Relaciones Públicas orientadas a la mejor atención del cliente, que incluya una ambientación generica acorde a la calidad y género del producto y visualmente atractiva al potencial cliente; el trato acogedor y empático es fundamental para crear un ambiente de confianza.
3. Las conductas anteriores no son transferibles a terceros agentes. Cada recurso humanos de la organización debe ser capaz de satisfacer las demandas del cliente contando con los apoyos internos necesarios.
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K.Narayana Moorthy
HR Consultant, India
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New Approaches to HR Services HR is an integral part of any business. It engulfs both Transactional and Strategic functions. A business always looks for growth & development. It cannot eliminate transactional functions. It is imperative that transactional functions are well tuned to the strategic functions of the business.
Business organizations should look into
(1) having strong empowered individuals;
(2) looking forward positively to develop business;
(3) building strong networks and and
(4) building a base plan to covert into a connected & aligned business organization.
Outsourcing is possible, provided that the agency hired is well tuned to the organization's business strategy functions. This involves keeping the hired agency abreast of hiring process and maintaining open lines of communication throughout the process.
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Belay Gezahegn
Director, Ethiopia
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Strategic Human Resource Management Ideas The idea of making the HR department a business partner is the strategic direction of the day. HR management has been more concerned about transactional functions or personnel administration than about strategic business issues.
Nowadays however, HR development is the concern of many organisations and governments. The career and succession planning, development of performance management system, designing retention strategy through an appropriate and well designed compensation and reward system and training and development are all parts of your core business.
In my view you do not need to outsource these functions as you might compromise your competitive advantage. The rest which are more transactional activities have to be outsourced.
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Dr. Alan Williams
Professor, Thailand
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HR Delivery: Outsourcing, Recruitment, Employee Respect As a consultant, in HR outsourcing I've seen many examples of:
- Poor delivery, lack of focus, slow, by the outside consultant, and even worse the provider taking an attitude that everything has to fit into their 'rules'.
- Cost. There is a case that outsourcing costs should only be allowed when it's much closer to creating value or turning value into revenue. In fact I've seen some heated discussions at senior management meetings with design, production and marketing managers saying "I'm not allowed to increase costs but HR spends money (often not cheap) on outsourcing HR work, why?" "Why can't they do it themselves". "Prove to me that outsourcing HR provides strong extra value!"
I do support HR developing dedicated HR spreadsheets.
RECRUITMENT - yes line managers should be more involved with HR specialist guidance, especially in terms of behavioral / attitude fit.
RESPECT FOR EMPLOYEES. This third point is obvious, respect for employees should be there automatically, always!
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Suku Mathews
Analyst, India
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Suggestions for Improvement of HR Practices I have two suggestions for the HR Department:
1. Outsource HR: In doing so, the HR department can get rid of the transnational / repetitive activities and focus on more important activities to improve employee job performance and satisfaction
2. Talent Management: It is important for organizations to recognize their talented employees and retain them. This is good for both employee career development and leadership succession planning.
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Bill Boynton
Teacher, United States
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Learn to Listen with the Intent to Understand I have been retired from working for a Fortune 100 company for over 20 years, and from all my experiences, I would say, the ability to create as well as build relationships, is critical to building a ...
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Bibi Mussarat
Student (University), Afghanistan
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More Frequent Performance Appraisals My suggestion is that most of the companies do a performance appraisal of their staff only once per year. Whenever an employee is doing something wrong it will have become their habit by the time they...
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K.Narayana Moorthy
HR Consultant, India
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Performance Appraisal-HRD @Bibi Mussarat, Salams, I agree an employee doing something wrong for months - unnoticed by managers (supervisors) - this is indeed bad. Mistakes are to be corrected immediately before it becomes a ha...
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Dr. Alan Williams
Professor, Thailand
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Annual Performance Appraisal not Acceptable In other words the manager / supervisor allows poor performance / unacceptable behaviors until the annual appraisal date.
In my view this constitutes poor performance by that manager / supervisor.
I...
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Adeyinka Oluwaseun
Student (University), Nigeria
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Engage in HR Strategy and Research The HR department should not be outsourced so as to ensure continuous Human Resources motivation and management, in order to enhance the employee performance and the the productivity of the organizati...
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Ramakrishnan
Consultant, India
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Outsourcing and Employee Development Transactional activities can be outsourced, provided there is no compromise in strategic interest, it is cost effective, the outsourcing clients have some commitment to the stakeholders of the company...
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b.shankar
Management Consultant
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New Approaches to HR Services I fully agree with the alignment of transactional and structural functions. But if the intention is to realize the four mentioned factors with only formal competence development based on the cognitivi...
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Suku Mathews
Analyst, India
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Recommendations Towards HR Outsourcing I am supportive of outsourcing transactional HR activities. But be aware that outsourcing HR activities is not like outsourcing other functions like information technology. HR outsourcing should be do...
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jorge anibal hoyos hoyos
Manager, Colombia
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New HR Focus for a New Generation I think (and already applied it) we need to instill a Value Creation Culture everybody must focus when any activity is performed, at any level of the organization. Each employee must work as his own m...
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Dr. Alan Williams
Professor, Thailand
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New HR Focus for a New Generation @jorge anibal hoyos hoyos: Sorry but I can't see how this works. Where's the accountability system and what are the processes to ensure the outputs assigned to / expected to be achieved by each job ar...
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Hamad Al Sadd Al Ali, United Arab Emirates
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What is meant with Policy Framework? @David Wilson, with my respect... Could you shed light on the last question? The policy framework and securing people. Kindly add what did you mean by this?...
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Dr. Alan Williams
Professor, Thailand
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Policy Framework and Securing People I was reacting to a 'concept'; which I find to be just warm words.
In reality any CEO / HR manager knows well that there should be structured management systems to run / operate / measure the many ac...
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Sergio Candia Contreras
Teacher, Chile
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Services Policy and Respect for Persons @Hamad Al Sadd Al Ali: There are organizational managers who think a general policy framework provides sufficient services to it's customers - "this is what we are and this is what we offer" - but thi...
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K.Narayana Moorthy
HR Consultant, India
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Policy Frameworks for Securing Talented People Key principles for making a HR policy framework for securing talented people are: integrity, diversity, respect, accountability and the public good.
These are fulfilled by factors like: competitive p...
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b.shankar
Management Consultant
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Policy Framework and Securing People Dear Hamid, I see this subject in the light of integration of organization and personal goals. By which I refer to satisfaction of collective and individual needs at the same time. As a result of poli...
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David Wilson
Manager, Canada
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What is a HR Policy Framework? Hi @Hamad Al Sadd Al Ali: A HR policy framework is a defined set of policies and practices used to describe the services to be provided. The framework outlines the policies and practices the HR organi...
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jorge anibal hoyos hoyos
Manager, Colombia
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What a Value Creation Culture Means @Dr. Alan Williams: The failures that leads always up to the back in for costs, not to bear in mind the effects of the failures and the errors depend upon the spirit (satisfaction into the company, to...
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Hamad Al Sadd Al Ali, United Arab Emirates
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Meaning of a Policy Framework Dear Mr. David Wilson, a policy framework is a set of policies. Now it is more clear. So these defined polices are approved to describe the services. And the staff are the clients of the policy framew...
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David Wilson
Manager, Canada
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The Clients of a Policy Framework are Staff Hi Hamad Al Sadd Al Ali: Yes, clients are staff in other departments.
Remember, a Policy Manual and a Service Level Agreement are not the same type of document. However, if you use the two concepts w...
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Dr. Alan Williams
Professor, Thailand
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Exceeding Policy Statement / Service Agreement as the Norm I've worked with many major corporations across all of Asia who have such processes and in most cases they work well.
The best I'm aware of is one high performance company from Singapore which includ...
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