The intersection between HR strategy and HR technology


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 require more time and attention. The first question is obviously to identify who those people are. The necessary follow-up is determining why the extra attention is needed. Sometimes you’ll find the unexpected. For example, perhaps you find that the high maintenance employees are those over 50 years old. Doing some research may yield that the current customer service methodology from your healthcare provider is heavily web centric and this is driving calls to your internal call center. Knowing this could help you renegotiate your future healthcare plans, thus streamlining your internal service delivery.

When one population needs much more service than others, it may not be that they are problematic. Instead, you have a diverse organization and your approach to the population in question may not be appropriate. I’ll repeat the last paragraph from the prior post:

As always, when evaluating those small areas where a few people use process and technology differently, figure out if these are real opportunities or simply outliers from the norm. If a global change is warranted, don’t forget the change management process to run concurrently with the implementation.

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