"One of the most sincere forms of respect is actually listening to what another has to say.” ~Bryant H. McGill
It is generally agreed that companies treat their customers with respect – at least those that want to maintain relationships with their clients. Employees on the other hand, feel at times like the respect given their firms’ customers doesn’t necessarily translate to them. But what if they were ‘customers’ and given the corresponding service and respect?
In the realm of HR service delivery, employees are referred to as the ‘customers’, and one of the key bellwethers in the implementation and use of these systems is their satisfaction. (After all, isn’t the customer always right?)
HR has undergone a transformation - from the tactical, administrative, and forms-based personnel department of old - to the automated and streamlined strategic resource it has become today. This ongoing evolution benefits an organization in a variety of ways. From both the perspective of employers realizing greater efficiencies and cost-effectiveness; to the satisfaction of the workforce – able to reap the rewards of better communication and productivity; automating HR Service Delivery leads to a greater sense of company connectivity and responsiveness.
Many HR professionals using HR Service Delivery Systems can access and recite myriad statistics regarding their firms head count, growth and cost savings. But measuring customer (employee) career and company satisfaction comes down to soliciting input from the workforce, reviewing it and making any changes needed to improve the situation.
“On a recent webcast in the Peeriosity Shared Services Leadership research area, the topic of measuring customer satisfaction, and more importantly, addressing the findings to improve satisfaction, were discussed. With the use of a structured approach to measuring and improving customer satisfaction, the next time a Shared Services leader is asked “How satisfied are your customers?” they can quickly respond,” from 'Measuring and Improving Customer Satisfaction for Shared Services Organizations' on Peeriosity.com.
"In order to drive sustainability throughout an organization, it really helps to involve and inspire employees. Ideally, they should feel that the company they work for has a greater societal purpose than just squeezing out higher and higher margins to pass along to shareholders. The company should foster trust, and help its workers to feel aligned with its broader purpose. If employees are encouraged to contribute in small ways in their daily lives and can see the effects of their actions, they will gain personal satisfaction and feel greater commitment to the company, leading to more productivity," by Maureen Kline, Director of public affairs and sustainability, Pirelli Tire North America from ‘3 Keys to Successful Employee Engagement’ as posted on Inc.com.
