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Aligning HR Services with Customer Needs "The company doesn't care if you do it yourself or you outsource it. They want the highest level of quality at the right cost." Ben Wesseling 1. To deliver value to the business, HR shared services need to adopt a customer focus from day one. This has to be based on a thorough understanding of the needs of different customer groups. 2. How this can be achieved is demonstrated through a case report on Champion International which adopted a rigorous approach to researching customer needs and developing a strategic plan for each group followed up with regular reviews. 3. Although it is by no means a universal practice, there are a number of distinct advantages in running shared services on commercial lines, with services charged out to customers. Not least it helps to define the supplier/customer relationship more strongly. 4. Whether shared services are run on commercial lines or not, there is a need to market and promote the services provided to internal customers. Guidelines on how to do this are spelt out. 5. Service level agreements can also provide a business-like basis for delivering and monitoring shared services. The criteria and best practice guidelines are provided. If you are a subscriber, click here to read the full briefing. Click here to find out how to subscribe. |
