Customer Views of the HR Function
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?
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?