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 an HR call center, this was the most innovative idea in ages. Then someone came along and thought that with all the internet stuff happening in the early 90’s perhaps that same approach could be applied to employees.
In general, HR may be out of touch with the rest of the business and it’s a good idea to survey our organizations internally to see what practices can be taken. One clear example that is not new, but has frustrated business executives for a long time is that HR still can’t run its own ROI when making a simple acquisition of software or service. There are processes that we in HR go though all the time that we have not mastered while the expertise is often sitting in-house right down the hallway.
At the same time, the operations side of the business is constantly pressing themselves to come up with innovative ways to approach the external customers. In many cases, your external and internal brands are significantly similar, and one would hope that some of the ideas they have come up with can be applied to your approach with employees as well. Even better, perhaps we in HR can return the favor once in a while.
2 responses to “HR Service Delivery: Question 11”
or is guilty of copyright infringement. Please contact admin@systematicHR.com so we can take legal action immediately. Plugin by Taragana Thank you for reading the Tribute Media Human Resources News Feed. Please check the original post here:systematicHR – Human Resources Strategy and Technology. The purpose of this feed it to provide information to the greatest audience possible. In addition, we can drive inbound links to your blog. If you would like to have your blog featured or removed from here or in any of our other newsfeeds, please
As bizarre as this sounds, it’s not always about the ROI. It is not uncommon for HR to simply ignore the ROI. The reasons for this are many. Perhaps the most common is bandwidth and priorities. In spite of good fiscal policy particularly when the ROI can exceed 400%, HR prefers to be in the “people” business rather than the “cost containment” business. Most HR professionals do not realize that these are not mutually exclusive.
In reference to leveraging other assets from other parts of the organization, this is a no-brainer. Again, in our experience, HR for the most part, is not an innovative organization. If HR were a state, they would be from Missouri “the show me” state. Many fantastic opportunities exist, such as 1:1 marketing communication technologies and methodologies. If HR really wants to be a value-added partner, HR needs to get with it and start to think and act like the business.