What is the personality of your HR team?

transcript

What is the personnality of your

HR team?Webinar

26 Juin, 2013

SC User Research

• Consulting firm specialized in interdepartmental relationships

• We help service organization become strategic partners.

Simon Chapleau, MBA, PMP, MSc• 10 years as consultant at

Gartner• 4 years as CIO • Author of the upcoming book:

« Reluctant Customers ».

It’s hard to evaluate the value of HR

Complex

Contradictory

Lack of interest

“If only the business understood the value of HR!”

“We’re informed of projects at the last minute”

“There is no busines strategy”

“We’renot at the executive table” « They are reducing our budget without inderstanding the

consequences »

« They are always too busy »

« Business never listen to our recommendations »

HR Families

Accountant

Butler Agent

Orientation Affaire

Business Orientation : Measure alignment between business and HR.

Service Orientation:

Measure customer

service focus.

The Accountant

Tight cost control.

Is not influenced by trends.

Minimize risks for the organization.

Doesn’t adapt well to change.

Frugal.

Conservative.

Cautious.

Rigid.

Obstacles

Advantages

Good at maintaining operations. Constantly optimize costs

Service Orientation: LowBusiness Orientation: Low

The Butler

Always delivers on its commitments

Adapts and change orientation as required.

Always ready to help.

Doesn’t always takes it place, doesn’t say « no ».

Reliable.

Flexible.

Helpful.

Modest.

Obstacles

Advantages

Always ready to support the organization.

Service Orientation: HighBusiness Orientation: Low

The Nanny

Set and achieves its own objectives.

Always in control of its operations and projects.

Develop creative solutions.

Doesn’t integrate well in the organization.

Entrepreneurial.

Organized.

Imaginative.

Independance.

Obstacles

Advantages

Knows what’s best for the organisation.

Service Orientation: LowBusiness Orientation: High

The Agent

Allows the organization to move forward.

Anticipate and fulfills the future needs.

Rallies people around its ideas.

Takes a lot of space within the organization.

Facilitation.

Proactive.

Leader.

Ambitious.

Obstacles

Advantages

Real strategic partner.

Service Orientation: HighBusiness Orientation: High

Example of Families

Butler

Accountant

Business Orientation

The Family is the Mean of all Individuals

Accountant

Butler Agent

Business Orientation

onWhat HR

leaders wants

What business wants

Actual position

Alignment: Butler VS Nanny

Business: The Butler

You:The Nanny

Alignment: Accountant VS Agent

Business: The Accountant

You:The Agent

Evolution of the HR Role

Accountant

Butler Agent

Orientation Affaire

Build credibility through service delivery

Build credibility through business influence

Are you credible?

Are you ready to play a strategic role?

Base services need to be fulfilled before playing a strategic role

Culture evolution

Differentiation

Integrated information

Transactional services

Regulatory services

Value Hierarchy

Base services

Leader

Strategic role

More than 50% of HR organizations don’t measure satisfaction.

Without tangibles measures, executives rely on word of mouth.

Evolution of the HR Role

1. Build credibility• Measure the « basics » • User perspective (service, satisfaction) • Become boringly predictable

2. Meet expectations• What is yor HR personanlity? What is desired? • Is the team aligned (attitude, objectives)• Daily conversations (problem VS service)

3. Partnership• Quarterly meetings with internal clients. • Proactive attitude towards business.

Conclusion

• Value is in the eyes of the clients. – Understand what cleints wants (families)

• Adapt your measures based on expectations :– Accountant: Meet budgets– Butler: Meet service commitments– Nanny: Drive projects– Agent: Lead the organization

• But before anything else, be a credible partner– Deliver the « Basics »– Ensure your users are satisfied

Simon ChapleauSC User Research514.612.0511 x101simon@sc-ur.com

SCUserResearch.com

Thanks!