Can-Do Attitudes Paying Off for HR Departments Nationwide

HR Departments face more challenges today than ever before. By taking part in the HR Service Excellence Survey, a simple, short internal customer service survey geared towards HR departments, organizations nationwide have been able to gather valuable insight into the current level of customer service they are providing to their customers.

(PRWEB) June 20, 2004 -- HR Departments face more challenges today than ever before. Do more with less-lower your cost-per-hire, increase retention rates, keep benefit plan costs in check, manage risk. Its enough to make any HR executive re-think their career path. However, results from a 5-year comparison study performed by HR Solutions, Inc. have shown that instead of reaching for the want ads, HR leaders are reaching out to their internal customers and asking for guidance -- and listening to what they have to say.

By taking part in the HR Service Excellence Survey, a simple, short internal customer service survey geared towards HR departments, organizations nationwide have been able to gather valuable insight into the current level of customer service they are providing to their customers. Armed with this information, HR execs can provide much-appreciated positive reinforcement to their team on areas where they excel, and can communicate a global view to the boss on the primary opportunities for improvements.

HR departments have consistently strengthened their relationships with internal customers in recent years. Betty Lou Smith, Vice President of Corporate HR for Hunter Douglas, comments on their focus on the employee-focused HR trend. Hunter Douglas success is built on the cornerstone of product, customer service, and moral excellence. Our HR Department has likewise been structured and we are dedicated to addressing the needs and fulfilling the expectations of our valued employees, for it is our employees who contribute daily to our success. Now, as always, our ultimate HR goal is to be viewed as Number One in the eyes of our employees."

HR execs across the country share Hunter Douglas commitment, and have taken initiative to improve customer service. From 1998 to 2003, HR departments nationwide made significant increases in communication and employee relations. The listing below highlights specific service areas that showed remarkable improvement.

1)Communication: A 15% increase from a score of 59 in 1998 to 68 in 2003. The following items comprise the communication dimension.

They receive feedback and suggestions with an open mind and a positive attitude. A 20% improvement from a score of 65 in 1998 to 54 in 2003.

They communicate changes in Human Resources/Personnel policies effectively. An 18% improvement from 60% in 1998 to 71% in 2003.

They clearly explain why changes are necessary. A 25% improvement from a score of 48 in 1998 to 60 in 2003.

They communicate changes in Human Resources/Personnel policies in a timely manner. A 19% improvement from a score of 57 in 1998 to 68 in 2003.

Written communications from Human Resources (employee newsletters, memos, payroll stuffers) are clear and informative. A 4% improvement from 73% in 1998 to 73% in 2003.

I know who to call in Human Resources when I have a specific question or problem. A 10% improvement from a score of 63 in1998 to 69 in 2003.   

2) Employee Relations: A 15% improvement from a score of 55 in 1998 to a score of 63 in 2003. The following items comprise the employee relations dimension.

They are friendly and helpful. A 4% increase from a score 0f 81 in 1998 to 84 in 2003.

They handle issues before they become problems. A 27% improvement from a score of 41 in 1998 to 52 in 2003.

They are fair in their administration of Human Resources/Personnel policies. A 19% improvement from a score of 57 in 1998 to 68 in 2003.

They are readily available when I need to talk to them. A 13% improvement from a score of 61 in 1998 to 69 in 2003.

They exhibit a high degree of professionalism. A 9% improvement from a score of 70 in 1998 to 76 in 2003.

They are helpful in assisting with interactions between managers and employees. A 25% improvement from a score of 40 in 1998 to 50 in 2003.

They ask for input from employees and use it when making recommendations to management. A 24% improvement from a score of 33 in 1998 to 42 in 2003.

When I leave a message for someone in Human Resources, I usually get a prompt response to my call. An 11% improvement from a score of 61 in 1998 to 68 in 2003.

Human Resources is a place where I can freely discuss issues knowing that they will be kept confidential. An 8% improvement from a score of 50 in 1998 to 54 in 2003.

So how can your HR department use this information? Take part in the 2004 HR Service Excellence Award survey, and use the results like these folks have. We leave you with some inspiring words from Tim Sprake, Director of Human Resources at Microvision regarding his experience:

Striving to be the best in the view of your internal client, those that need and rely on you everyday, is what these customer surveys make happen. Holding up the mirror, knowing where you are, is the first step towards meaningful change. Gotta do it, no exceptions. Think of the kind of company you would have if Finance/Accounting and IT and others took the same client-oriented approach. What an opportunity to focus on real meaningful change that is designed to help the business succeed. It's huge."

Contact:
HR Solutions, Inc.
25 East Washington, Suite 1927
Chicago, IL 60602
Kevin Sheridan: (312) 236-2892
kevinsh@hrsolutionsinc.com