HRO Today Global Spring 2014 - 32

Market Insight
At Your Service
Treat your employees like your clients,
and see satisfaction and productivity rates rise.
By Jill Goldstein
Most organisations measure their success solely based on
how they are satisfying the needs of their customers. But
there is a new approach to consider: Forward-thinking
firms are introducing a mindset that views employees as the
consumers.
Taking an employee services approach-one that views
employees as consumers-requires organisations to better
understand employees' expectations and to rethink how
they deliver service their workforces.
Today, most HR organisations are structured around
traditional areas, including recruitment, learning, and
payroll management. This same structure is used to service
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HRO TODAY GLOBAL | SPRING 2014
their workforces. But, in reality, employees don't think in
terms of these silos. Bottom line: They want their questions
answered wherever they fall on the HR spectrum. A focus
on high-touch employee services can provide thoughtful,
end-to-end support to address employees' concerns. But
some areas will happen more frequently, and require some
coordination for proper execution.
The most common scenarios involve activities related
to onboarding, transferring jobs, or termination. These
are " moments of truth " for employees. They represent
circumstances in which almost all employees-including
the technically savvy Millennial generation-appreciate a
personal touch. They also present opportunities

HRO Today Global Spring 2014

Table of Contents for the Digital Edition of HRO Today Global Spring 2014

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