The 5 imperatives of world-class HR transformation

4. Adopt customer-centric service design and delivery

"Understanding and managing the customer experience requires a holistic, structured approach, starting with a clear understanding of customers’ needs and then improving relevant elements of the HR service delivery model. The customer must be the focal point of all key activities and functions within HR. An important component of customer experience management is service design. It addresses the question of what functionality is desired and what information is needed from the perspective of the consumers of services. In this approach, services are designed based on users’ wants and needs, rather than forcing them to change their behaviour to accommodate HR’s internal processes. The way each service needs to support customers’ work should influence the design of the delivery method or interface.

"World-class organisations are service oriented and customer focused in their approaches to HR delivery. They design services and processes from the customer perspective or outside in rather than from the inside out. The result is a far better customer experience using HR services. Self-service is a prime example of the difference this approach can make. Most self-service is designed to make HR processes more efficient, rather than enabling the user to be more effective. World-class HR has high usage of both employee and manager self-service because they create capabilities with the customer experience in mind.

"The following steps can be taken to better understand the needs of information consumers and deliver meaningful insights to them: