How We Serve You: White Papers How We Serve You : White Papers
Quality Meets Human Resources
By Norma S. Simons (Page 3)
Identifying the Customer
In addition, the Human Resource function, like other areas of the business, needs to address the question, “What is the return on investment?” The answer requires an understanding of who the internal customers are, what are their requirements, and the methods used to meet their needs.
Whenever the question is asked, “Who is the customer of the Human Resources function?”, the tendency is to respond that everyone is the customer. Although that is true, it is important that careful consideration is given to the different types of customers and their requirements.
Table 1 shows a sample of the processes in the HR function along with some outcomes and some customers of each process:
Process
|
Outcome |
Customers |
Staffing |
New Hire |
Managers and Supervisors |
Compensation and Benefits |
Positions Graded |
All Employees |
Employee Relations |
Settled Grievances |
Supervisors, Unions, Employees |
Training |
Training Course |
Class Participants, Managers and Supervisors |
It is important not
just to identify the customers, but also to know and listen to their needs
and to understand the intent of each customer. This requires the individuals
in HR to know the strategy of the company and ensure that they are aligned
with its overall direction. Knowing the company direction and the output
required allows the individuals in the HR function to be flexible of the
changing needs of the customers.
