process. Most recently, the deputy director of HR recelved a complaint from a line manager about the lack of responsiveness from the employee relations branch. The line manager wants to discipline an employee for leave abuse and feels that the employee relations specialist does not understand the urgency of the situation and is being too rigid about the rules. In response to these complaints, the new HR director wants to focus on improving levels of customer service and becoming more transparent. The HR director has tasked the deputy director with developing a plan. The deputy director forms a working group of staff at various levels. The working group’s charter is to better understand customer needs and to develop recommendations for how to improve HR’s service delivery.
The working group includes the following participants:
the compensation and benefits pecialist, who joined the organization two months ago and has deep knowledge of industry best practices in compensation and enefits;
an employee relations specialist, who has expressed frustration with line managers who want to take actions without ollowing the proper procedure;
a senior HR specialist in the recruitment and staffing branch, who has received accolades from e managers for outstanding customer service orientation and ability to deliver on what the customers are asking for, and a anagement analyst, who is supporting the HR IT and analysis group and who does not have an HR background.
hat should the senior HR specialist do to further serve the staffing needs of the customers?
nswers
Collect data from line managers about their satisfaction with the service provided by other HR specialists in the branch.
Work with line managers to project future staffing requirements over the next three years.
Ask line managers what additional assistance they need from HR.
Analyze trends in the staffing requests that have been made by each business unit over the past three years.
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