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O/S PROCESS AND HR ARTICLES
HR is a Major Player in the Migration to Customer-First Business…or Should Be
HR takes care of customers, not employees, right? Well, not exactly. While customers are taking charge of buyer-seller relations, companies are scrambling to adopt more customer-friendly policies and practices. But as anyone experienced in helping companies migrate from “inside-out” (company-first) to “Outside-In” (customer-first) will tell you, it ain’t easy. It ain’t easy because sufficiently changing policies and practices requires changing organizational design. Which is…or should be… part of HR’s portfolio
Redesigning Office/Service Process Requires a Cross-Functional Team…
That Includes HR
When most companies starting redesigning O/S process, they leave HR on the bench. Not only are these companies missing opportunities, but so are HR professionals anxious to get closer to line level decision-making.
Can You Walk Away From An Opportunity To Safely Reduce Office Staff By 15%?
Properly redesigning Office/Service (office & service) process should net you three benefits: 1.) Improving the customer experience; Improving work quality (while shortening cycle times); AND, reducing FTE requirements by at least15%. HYM engagements average about 20% and can go higher.
Office Layoffs: Process Provides Compliance Protection
Layoff decision regarding office & service staff are much more subjective than manufacturing layoffs – and hence create increased compliance exposure. Redesigning process before deciding which staff members to let go helps reduce your liability.
Ready for the Rebound? A Critical Six Point Check-Up
Companies that try coming out of the recession in the same shape and configuration they were before are in for a rude awakening. Several apparent effects of the recession were really shifts in business conditions that had been slowly occurring for the past decade. The recession just accelerated them. Because many of the adaptations successful companies will make are cross-functional and require cross-discipline coordination, HR could play a crucial role. Are you going to be a player?
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