Customer Views of the HR Function

A Literature Review

Baldwin S | HR Network Paper MP71 | Institute for Employment Studies | Aug 2006

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This paper looks at literature on customer views of HR and addresses the following questions.

  • Does the HR function know what is wanted by customers and can it be discerned why customer views vary?
  • How does the function measure customer opinion?
  • What techniques seem most successful?
  • Does the HR function evaluate the impact on customers of changes it makes (eg to HR structure, processes, relationships, policies)?
  • Do senior managers perceive HR is meeting organisational needs?
  • What do line managers want from HR, and has it changed?
  • What do employees want from HR, and has this changed?
  • From a customer perspective, what distinguishes a good HR function?