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Talent Management in a Knowledge Economy
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 levels of knowledge work, the Big 4 are arguably at the…
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Sometimes Being Strategic Is Not What’s Next
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 it’s nice that managers, directors and VP’s of HR get to…
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HR Service Delivery: Question 11
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…
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HR Service Delivery: Question 10
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 benefits need to be shaped to handle this older or retiree…
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HR Service Delivery: Question 9
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 markets, and your workforce demographics have aged and changed in geography….
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HR Service Delivery: Question 8
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. What it does though is it puts together a list of…
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HR Service Delivery: Question 7
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 process, you forgot to ask your talent management vendor if they…
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HR Service Delivery: Question 6
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 population will either hate it or be indifferent. While you don’t…
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HR Service Delivery: Question 5
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 spreadsheets, sending them to managers, getting them back for data scrubbing,…
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HR Service Delivery: Question 4
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 that against a future service delivery scenario. Let’s say you could…
