Hi folks,
I am looking into measuring the performance of the
HR department (operational aspect). The department is performing well, but with the challenging times we have just been through and the road ahead, it seems more than ever that
HR will need to have operational excellence. Given this need to improve beyond "good service", I am looking at measuring the performance of our
HR officers (on a day-to-day basis) in order to improve customer service.
Does anybody have any thoughts about how to measure the service of
HR? I am not after
HR metrics for the organisation, more specifically how efficiently the
HR department operates (for example, the average time it takes to respond to a customer query). The goal is to create service standard levels not only to operate by but also to exceed in order to improve the image of
HR within the business, increase customer satisfaction and as always in
HR, become a player at the strategic card table of upper management.
Would it be best to research KPI's of other organisations customer service departments? In essence, the operational
HR team are a customer service team.
Please float your ideas in response to this and add any info you think might benefit the discussion.
I look forward to hearing from fellow members
