Paul Walsh

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Measuring The Quality Of HR Services

About the HR Observer

• The HR Observer is an initiative by Informa Middle East aimed at becoming a platform for HR professionals in the Middle East to exchange insights and expertise, both online and offline, in an effort to take the industry forward. • The initiative features a blog, LinkedIn group, Twitter feed,

online webinars and a series of offline informal networking functions.

Housekeeping• Un-answered questions will be posted with answers

to our blog• Slides will be available on our SlideShare page, link

will be emailed to you• Recording of the webinar will be available to

download, link will be emailed • Take the time to complete post-webinar survey that

will pop up at the end

Today’s Presenter

Paul Walsh is a professional Human Resources Trainer, Consultant and Practitioner with over 20 years’ experience in the GCC, MENA and Asia. Based in Kuwait and Oman for 10 years Paul now runs his own consultancy based in Cyprus, specialising in HR, Finance and Leadership.

Well known in the Gulf region; his unique experience in Human Resources, Finance and Operations ensures he brings real practical examples and a wealth of experience to his Talent Management, Recruitment, Competencies, Training and Development, Performance Management, HR Budgeting, and Manpower Planning courses. He has also undertaken consultancy work in Qatar, Pakistan, Malaysia, Hong Kong, UAE, Oman, Bahrain and Egypt.

He has worked with clients in the Oil & Gas, Banking, Telecommunications, Retail, Construction and Automotive Sectors.

THE SERVICE ROLE OF HR

Kenexa 2014 Perception Survey

SERVICE GAPS

“What do our customers think of the service we provide?”

What we say we Provide

What our Customers say we provide

The Service Perception Gap

SERVICE ROLEThe Service Role OF HR

• Human resource functions have traditionally played a service role to compliment their functional activities.• An adaptation of the Parasuraman Service

Quality (1990) model is used to measure service quality gaps, where HR is the service provider, and line and employees are the customers. • The purpose of auditing service behaviours is

to identify the critical service delivery gaps.

Service Quality Dimensions

• Tangibles/Appearance The appearance of physical facilities, equipment, personnel, and communication materials the HR function uses/supplies • Reliability Ability to perform HR functions and

service dependably and accurately• Responsiveness Willingness to help line/employees

and provide prompt service.• Assurance Knowledge and courtesy of HR staff and

their ability to inspire trust and confidence.• Empathy Caring individualised attention the HR

function provides its customers (line and employees)

The 5 Dimensions of ServiceService Dimension Definition

Reliability(30%)

The ability to carry out the promised service dependably and accurately

Responsiveness(25%)

Willingness to help customers and provide prompt service.

Assurance(20%)

The ability of staff to convey trust and confidence to customers through their knowledge and courtesy.

Empathy(18%)

The individual attention shown to the customer by seeing things from the customer’s point of view.

Tangibles(7%)

The overall appearance of physical facilities, people, equipment, and communication materials.

THE SERVICE “AUDIT”

•The audit is actually a survey using a questionnaire.•10 Questions – 2 for each dimension•Use a yes/no format or a 1-5 rating (do not agree to agree strongly)•Go “Old School”

NEXT STEPS

• The results even if they are very bad – must be reported back.

• Accept the results

• Form focus groups – workshops

• IMPROVE

CHANGE = IMPROVEMENT?

OR

IMPROVEMENT = CHANGE?

LEVELS OF SERVICE

UNBELIEVABLE

SURPRISING

EXPECTED

BASIC

UNBELIEVABLE

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