HR Strategy
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Universal Best Practices
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It’s funny to me that these are even called best practices. First of all, there really are no “best practices”. Perhaps these should be called “leading practices” or even…
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The Right Metrics
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Knowledge@Wharton had a great article recently about performance drivers. Here’s a brief excerpt: As the Dean of a business school, you decide that the best reflection of winning is…
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How Do You Identify High Potential Employees?
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The Institute for Corporate Productivity (is there an institute for everything?) recently conducted a study on high potential employees and the practices of organizations around them. If you want…
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Game Theory and HR
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If you haven’t figured out by now, I have a degree in Economics. Game theory as published by the Stanford Encyclopedia of Philosohy is “the systematic study of interdependent…
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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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Thoughts on HR Strategy
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We’d all like to believe that we think strategically. But the reality suggests that nobody else believes that about us. Take a couple of cases. First, if a large…
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Is The Cornerstone of HR Job or Performance?
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HR is certainly changing. The trend over the last few years is that we are organizations focused on the strategic (over the administrative). This has manifested itself in numerous…
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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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Talent Management in a Knowledge Economy
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A recent issue of the Economist highlighted talent management in Big 4 accounting firms. This is especially interesting because while the rest of the economy is heading towards greater…
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Sometimes Being Strategic Is Not What’s Next
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February 11, 2008 A long time ago (I’m behind on my reading) the HR Thoughts blog had a piece about not trying to be strategic all the time. While…
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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…