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Assessing HR’s Effectiveness

Assessing HR’s Effectiveness in Providing Services and Advice, Strengthening Human Capital and Aligning HR with Organization Strategy
“An organization’s ability to learn, and translate that learning into action rapidly, is the ultimate competitive advantage.”
– Jack Welch, General Electric
Raising Human Resources Performance and Customer Satisfaction to a New Level
Most business leaders agree that their employees are their most important asset. They know that it pays to hire, develop and retain the best possible people, especially in key positions where high levels of performance are essential for the sustainable success of their organization.
In most organizations Human Resources is responsible for providing a wide range of services and advice for ensuring that the organization’s human capital is highly effective. Given the high cost of human capital and the impact employees have on the success or failure of an organization, it is important to assess HR’s effectiveness in carrying out its mission, always looking for ways to increase HR’s performance. Conducting online HR Scorecard Surveys and creating a comprehensive HR Scorecard is a great way to assess the effectiveness and performance of in-house and outsourced HR services.
Human Resources Scorecard measurements should be done on an ongoing basis. The measurements assess the effectiveness of providing HR services, they assess ongoing progress, they provide information and insight for making important changes in the way Human Resources services are performed, and they identify new problems and opportunities that arise as your organization’s competitive environment changes over time.
Online HR Scorecard Surveys/Online HR Customer Satisfaction Surveys Assess HR’s Impact on Your Organization’s Bottom Line
HR Scorecard Surveys/HR Customer Satisfaction Surveys fulfill four key objectives:
1. Measuring HR’s performance in providing a wide range of services and advice
2. Assessing HR’s effectiveness in strengthening your organization’s human capital and organizational effectiveness
3. Determining how well HR is aligned with your organization’s business strategy
4. Identifying what HR needs to do to enhance HR’s customer satisfaction and HR’s performance
HR Scorecard Survey/HR Customer Satisfaction Survey data is a Key component of a Human Resources Scorecard measurement program
Human Resources Scorecards should include “hard” measurements such as employee turnover rates, average time to fill open positions, number of training courses and the number of employees trained, skills inventory, HRIS database information, etc. In addition to the “hard” measurements, HR Scorecards should include a wide range of “soft” measurement data that can only be gathered by asking employees about their opinions and suggestions on these important Human Resources services, roles and responsibilities. Conducting an anonymous online HR Scorecard Survey/online HR Customer Satisfaction Survey is the best, quickest and most cost effective way to gather information and insight assessing HR’s effectiveness. The assessment identifies HR’s strengths and the areas in which HR needs to improve its effectiveness.
In addition to data from a HR Scorecard Survey, HR Scorecards should also include data from other online HR surveys/online employee surveys including employee satisfaction surveys/employee engagement surveys, 360 leadership surveys, employee retention surveys and employee benefits surveys.

HR Scorecard Surveys/HR Customer Satisfaction Surveys typically include questions about the following HR services, roles and responsibilities
1. Managing HR-related costs
2. HR’s value provided and return on HR investment
3. Assessing HR customer satisfaction
4. HR strategic planning
5. HR support for organization’s sustainability
6. Employee satisfaction, engagement and performance
7. Employee commitment and loyalty
8. Employer of choice reputation
9. Partnership/relations between HR and Business Groups
10. HR’s core competencies – knowledge of organization’s business, management of corporate culture, managing change, delivery of HR practices, HR staff credibility
11. Supporting organization’s mission, vision and values/integrity
12. Organizational effectiveness
13. Supporting innovation and entrepreneurship
14. Organizational structure, work organization, teams
15. Design and administration of reward & recognition programs
16. Compensation planning and administration
17. Employee benefits planning and administration
18. Recruiting & hiring of the right people in the right jobs on a timely basis
19. New employee on-boarding/orientation
20. Enhancing trust between company leadership and employees
21. HR’s stature with and trust from executive management
22. Employee trust in HR management and staff
23. Managing employee turnover/retention
24. Workforce planning and execution
25. Management/employee relations
26. Assessing leadership and staff competencies/skills
27. Training and development
28. Leadership assessment and development
29. Workforce diversity planning and execution
30. Succession planning
31. HRIS information/data availability and access
32. HR process effectiveness
33. HR process and policy consistency/fairness for HR customers
34. Mitigating risks related to non-compliance with Federal & State regulations/laws, policies and labor contracts
35. HR staff accountability
36. HR staff knowledge & skills in strategic areas
37. HR staff commitment
38. Designing and administering performance management
39. Assessing and strengthening internal communications throughout the organization
40. Administering employee assistance program
Taking action on your HR Scorecard Survey/HR Customer Satisfaction Survey — Linking Human Resources initiatives with business results

Effective Human Resources management is critical to your organization’s performance. Employees’ opinions strongly impact financial results by affecting engagement, productivity, quality, customer satisfaction and retention. Understanding and strengthening Human Resources drivers boosts business performance.
The benefits of conducting HR Scorecard Surveys/HR customer satisfaction surveys include learning about HR’s effectiveness and what needs to be done to achieve Human Resources service delivery excellence. The ultimate goal should include significantly strengthening your organization’s human capital and organizational effectiveness, aligning HR with your organization’s business strategy and getting more value from your staff and HR costs.


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