用英语学HR – Developing an HR Service Culture

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Developing an HR Service Culture

HR’s roles in the organization can be performed more effectively if the HR function develops an internal “service culture.” In the same way that organizations must be mindful of the external customers who use their products and services, HR must develop an outward-focused culture—a sense that HR activities are more than transactions, that HR is part of the system that is the organization, that the quality it delivers to its internal customers enables the organization to satisfy its external customers.

Imagine that HR is asked to conduct an organizational development intervention with itself. What changes would beneeded to create an HR customer-driven culture?

The most complete answer can follow a common tool used in organizational development, the McKinsey 7-S framework. This model describes organizations as having seven interconnected elements. Each of these elements must be considered in creating sustainable organizational change:

• Strategy. A customer-centric culture is a necessary part of HR’s attempt to create value for the organization. The strategy provides a plan for creating this value, and it should incorporate input from members throughout the HR organization.
• Shared values. HR leaders communicate to function members a commitment to quality performance and customer service. The message must be explicit; it must be communicated through various media and at meaningful times, such as during onboarding and at regular meetings and individual performance meetings.
• Structure. HR leaders must take steps to change HR’s structure if it slows or prevents HR professionals from delivering quality work to their customers. This can involve empowering HR professionals to make changes to meet customer needs and to correct mistakes quickly. It mayinvolve creating a position or group to continually assess customers’ perceptions of HR service.

• Systems. Systems support the way people do their jobs. Systems can include a variety of tools, policies, and processes.To improve customer service, HR leaders implement processes to improve the customer relationship:

1. HR may implement software tools to support service delivery, such as issue tracking software that shares information and progress on resolving an issue with other HR professionals and HR customers.

2. Customer satisfaction surveys are another type of system, inviting internal customer assessment of HR product/service quality—how well the products/services meet promises and expectations.

3. The concept of quality and customer service is included in HR job descriptions and the performance management process.

4. Customer service is also a key criterion when outsourcing HR services and monitoring suppliers’ performance.

Key Content

To deliver better service, HR may implement a process of meeting periodically with internalcustomers to understand their current needs accurately and completely. As a result of these meetings, HR may establish service-level agreements with customers. A service-level agreement (SLA) defines the output customers can expect—for example, the services HR will provide a function (e.g., self-service portals, dispute resolution), the normal time frames for results (e.g., in filling job openings), or HR responsiveness to customer queries and complaints (e.g., quickly correcting errors in pay or benefits).

• Staff. Ability to deliver customer service is a criterion for selecting HR professionals. HR professionals are rewarded and recognized for exceptional acts of customer service.
• Skills. HR leaders undertake to assess the competencies among HR staff to deliver quality customer service and to address gaps through training and development (e.g., training in communication, conflict resolution).
• Style of leadership. Leaders must model in all their actions the values they have identified for the HR organization—for example, supporting customer focus even when it may require additional resources. They must be willing to invite HR employees to participate in problem solving and decision making.