Service Delivery
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Most Admired?
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Hay Group presented the findings from an exclusive HR-specific recalibration of Fortune magazine’s Most Admired Companies rankings, as well as key business practices that distinguish these companies from their…
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Cycling Concepts and HR: Team Time Trials
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In the team time trial, a group of cyclists (usually 4) will ride as a single unit using the technology of their bikes and ever possible advantage of drafting…
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What Integration Means
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From an applications technology point of view, we’ve all known that integration simply means connecting data from one software component to another. Often we’ve used integration to mean that…
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Pet Peeves Translated to HR 2
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When at a door, train, bus, or anything else, people going out exit before anyone else goes in. This is a simple process rule. In the example, it makes…
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HR as Sales
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I often think that senior HR practitioners don’t think about sales as often as they should. Too much of the time, HR thinks that their performance in the delivery…
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Queueing Theory and HR
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I’ve always been interested in business theory and its possible applications to HR. Unfortunately, many HR practitioners (or business practitioners for that matter) are not well educated in many…
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Give Me A “Sexy” UI Any Day
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Jason and I might have to disagree on this one. Can we please stop saying “…and the user interface is sexy”! User interfaces should not be “sexy” nor are…
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Evil HR on Social Networking
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Evil HR being the well know Evil HR Lady of course. She and I share something in common – we work for prominent organizations, write a blog, and are…
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HR Service Delivery: Question 11
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Are there breakthroughs in other parts of the business that we can use? The first time someone in HR decided to try using the customer service call center as…
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HR Service Delivery: Question 10
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What do our customers needs look like in the future? Everyone is talking about the aging of the workforce. We treat this on two obvious levels: first, how do…
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HR Service Delivery: Question 9
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What has changed? You may have put in your current call center or service delivery model several years go. Since then, you’ve had 2 major acquisitions, entered several new…
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HR Service Delivery: Question 8
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If we changed our service delivery so that it was perfect for every customer, what would that look like? In reality, this is probably a little bit too broad….
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HR Service Delivery: Question 7
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What is the biggest obstacle to using the product? So you work for a design firm and 80% of your population uses an Apple Mac. Somehow in the procurement…
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HR Service Delivery: Question 6
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Who hates our product? Who loves it? Who is indifferent? Let’s hope everyone loves our approach to HR Service Delivery. More often than not, the large majority of your…
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HR Service Delivery: Question 5
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Are people spending money to alter our tools? Good ‘ol performance management is a nice scenario here. In the old days when we had a staff of people creating…
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HR Service Delivery: Question 4
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Can we cut our costs significantly? We’re not talking about simply cutting costs and eliminating services. We’re actually talking about discovering the current levels of service utilization and comparing…
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HR Service Delivery: Question 3
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Are there any customers for whom support is extraordinarily high or low? Let’s face it, sometimes the support costs for a group of people catches you off guard. When…
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HR Service Delivery: Question 2
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Which of our customers need vastly more service than others? Sometimes there will be a specific business unit or group of individuals (salespeople or executives for example) who simply…
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Redefining HRO
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Jason Corsello recently posted a great analysis of the state of HRO. His take is that the industry is on it’s 3rd generation of development, and the description of…
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Longer Term HRO Viability as Change Management
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I’ve always been fascinated by HRO and it’s been a constant topic here on systematicHR since the beginning. While it certainly would seem to make sense that sharing resources…