Key components of effective service delivery
Write a report that:
Identifies 3 users of HR services internal to your organisation and for each of them at least 2
key needs
Explains how HR/L&D can ensure the needs of these 3 service users are prioritised effectively
Identifies 3 methods of communication to your service users and explain the advantages and
disadvantages of each
Describes the key components of effective service delivery including building and maintaining
good relationships, handling and resolving complaints, dealing with difficult customers, timely
service delivery, budget implications and continuous improvement.
Solution
Three users of HR services and their key needs
Human resources departments are necessary in every form of business owing to
the specific needs and operations that require proper control and supervision. Users of
services offered by the human resource departments vary from external to internal, with
differences recognized through the direction taken by tasks carried out. According to
Boxall, and Purcell, (2011, p. 11-20), internal users of HR services include; employers,
managers and current or potential employees. The above users may have general or
specific needs depending on the position they hold in relation to the purpose of a
business.
Employers are in need of HR services to facilitate them tap the market for future
employees and also find information for their current employees. Training of employers
has to be a decision that is highly controlled by the business owners because they were
the ones who set goals and objectives to bring about the success of their business.
Managers, such as the line manager require HR services in identifying the need for hiring
new employees so as to reach the targets they set for their departments. Finding out the
level of satisfaction of employees is also a role carried out by the HR department through
the various assessment sessions. Current employees need a platform where they can air
their views or complaints on what they believe should be done or corrected which
happens to be through HR services. Potential employees on the other hand, require the
services of HR department to keep them informed of the job opportunities arising in the
firm.
Explain how HR/L&D can ensure the needs of these 3 service users are prioritised
effectively
HR REPORT 3
Frequent meetings set up by the managers and owners would facilitate in bringing
to the attention of business owners, the various needs arising that should be handled
efficiently. At the same time, issues relating to the managers will be constantly handled in
these types of meetings for the purpose of making the managers aware of their duties and
privileges. Strategic setting up of training sessions for the managers and the subordinate
employees would help prioritise the needs for both the executives and subordinates.
Employee appraisal for current employees for the achievements they have made in the
success of the business would be used to ensure that the needs of current employees to
evaluate their professional or technical achievement in the business. Setting up of
frequent interview sessions for potential employees would bridge the gap between them
and the business and gives them information on the requirements of the potential
employers.
Identifies 3 methods of communication to your service users and explain the
advantages and disadvantages of each
In an organization, it is important to hold open discussions as a mode of
communicating between employers, executives and subordinates. This gives a platform
for direct conversations in the sense that all parties involved can air their views
simultaneously and without high chances of wasting time, (Schwarz, 2014, p. 4).
However, this form of communication would mean that work would have to be at a
standstill for the period of time the discussion is ongoing. Writing of memos that should
be circulated to different people within the organization is also a suitable method of
communication. Target audiences are mainly the current employees and this means they
will be addressed at a cheaper cost and lesser inconveniences. The major shortcoming of
HR REPORT 4
this method however, is that potential employees will not have the chance to read it. The
HR department may also choose to use online methods of communication such as emails
and social media. On the bright side, these will reach a wider target audience both locally
and at a universal level, hence chances of enhancing skills are increased. The
disadvantage would be possible execution of social evils and laziness among staff
members due to the availability of online services.
Describe the key components of effective service delivery
Building and Maintaining Good Relationships
Every firm has the duty to observe corporate social responsibility as this is the
bottom line for successful timely delivery of services and goods required by customers.
This calls for establishment of trustworthiness in terms of performing tasks that are
considered necessary by clients. Maintaining good relationships ensures that clients can
count on the capacity of the firm to deliver services accordingly, (Bachmann, and Inkpen,
2011, p. 10-11).
Handling and Resolving Complaints
Complaints may arise from different perspectives, from the employers, executives
or subordinates or even customers. Regardless of the direction, these complaints might
set the milestone for either failure or success of a business. Persistent complaints by
executives may imply that they are not satisfied with either the employers or their
subordinates. If complaints from subordinates are not dealt with, the implication would
be poor performance in production departments. Failure to handle complaints of
customers would lead to possible future losses.
HR REPORT 5
Dealing with Difficult Customers
As part of the challenges, human beings are faced with the obligation to handle all
types of customers. Most importantly the employees should understand that the main
purpose of a business is to make profits through the delivery of goods and services
offered to varieties of customers. Therefore, the necessity to ignore the negativity of
particular customers would be an important step in establishing and achieving the goals.
Timely Service Delivery
Strict observance of time ensures current and future success of a business based
on the fact that time has always been a success factor. Clients are able to rely on a
business that ensures that no inconveniences are caused to their subsequent customers.
Observing time leads to success in the attainment of goals faster than would have been
projected since the firm will always be ahead in terms of getting important information.
Budget Implications and Continuous Improvement
Profits can be projected through revisiting previous information in relation to
budgetary estimations. Evaluation of different budgets and their chances of success in the
past may be as a result of service delivery that later brought about important changes in
the success of a business, (Østergren, and Stensaker, 2011, p. 4-10). Creating budgets to
be used by the business as a check for success is thus an integral part in assessing the
progress of a business.
HR REPORT 6
References
Bachmann, R., & Inkpen, A. C. (2011). Understanding institutional-based trust building
processes in inter-organizational relationships. Organization Studies, 32(2), 10-
11.
<http://epubs.surrey.ac.uk/178684/2/rev_rev_rev_OS-subm__27_Sept_2010.pdf>
Boxall, P., & Purcell, J. (2011). Strategy and human resource management. Palgrave
Macmillan. 11-24
<https://books.google.com/books?hl=en&lr=&id=6L4cBQAAQBAJ&oi=fnd&pg
=PP1&dq=Human+resource+services&ots=-
Jyq8VdsUw&sig=_9C82Oq9Rb0vjnOLr19vsTYoZvE&redir_esc=y#v=onepage
&q=Human%20resource%20services&f=false>
Østergren, K., & Stensaker, I. (2011). Management control without budgets: a field study
of ‘beyond budgeting’in practice. European Accounting Review,20(1), 4-10.
<https://scholar.google.com/scholar?q=Management+control+without+budgets%
3A+a+field+study+%09of+%E2%80%98beyond+budgeting%E2%80%99in+prac
tice&btnG=&hl=en&as_sdt=0%2C5&as_ylo=2011&as_yhi=2016>
Schwarz, N. (2014). Cognition and communication: Judgmental biases, research
methods, and the logic of conversation. Psychology Press.
<https://www.researchgate.net/profile/Norbert_Schwarz2/publication/228398211
_Cognition_and_Communication_Judgmental_Biases_Research_Methods_and_th
e_Logic_of_Conversation._Hillsdale_NJ_Erlbaum/links/54a626a70cf257a63608d
a6e.pdf>
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