Hi raisingthestakes!
Measuring the performance of your
HR officer/s is good but I think if your focus is to improve customer service of
HR, you may want to consider evaluating the concerns of your customer (employees) and conduct an interview to your customers. You can do this before doing some research outside of
HR and your organization. I am pretty sure that you could get something from it and you might be surprise of the results of your interview. Generally, I call this as a
HR Dialogue but sometimes I also call this as Tea Break with
HR. You can be creative on the name of the program. It will also depend on the kind of customers you have because sometimes you have to create the right strategy and advertising in order to catch the attention of your customers. The following are the objectives that you may want to consider in conducting this
HR program.
• To encourage open communication among all level of employees.
• To enhance communication system within the organization.
• To promote harmonious relationship between employees and management.
• To proactively determine issues arising in different departments of the company.
• To update employees of the latest rules and regulations, systems, improvements, and other work related updates within the company.
• To solicit suggestions and possible solutions on employee work issues / concerns.
I am considering this
HR program as proactive approach to almost any issues. If you want more details on how to conduct this program, you can just email me and I will help you set this program.
On the other hand, with regards to your concern on setting up your service standard levels, you may want to consider minimum target, target, and outstanding target terms. For some simple task, I normally give my staff 24 hours turn around time. I hope I satisfy your query.
