what is the personality of your hr team?
DESCRIPTION
Are you an Accountant, a Butler, a Nanny or an Agent? The personality of your team has a deep impact on how the business perceive the value and effectiveness of their HR team.TRANSCRIPT
What is the personnality of your
HR team?Webinar
26 Juin, 2013
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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 ».
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It’s hard to evaluate the value of HR
Complex
Contradictory
Lack of interest
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“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 »
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HR Families
Accountant
Butler Agent
Nanny
Orientation Affaire
Orie
ntati
on S
ervi
ce
Business Orientation : Measure alignment between business and HR.
Service Orientation:
Measure customer
service focus.
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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
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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
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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
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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
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Example of Families
Butler
Accountant
Agent
Nanny
Business Orientation
Serv
ice
Orie
ntati
on
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The Family is the Mean of all Individuals
Accountant
Butler Agent
Nanny
Business Orientation
Serv
ice
Orie
ntati
onWhat HR
leaders wants
What business wants
Actual position
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Alignment: Butler VS Nanny
Business: The Butler
You:The Nanny
VS
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Alignment: Accountant VS Agent
Business: The Accountant
You:The Agent
VS
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Evolution of the HR Role
Accountant
Butler Agent
Nanny
Orientation Affaire
Orie
ntati
on S
ervi
ce
Build credibility through service delivery
Build credibility through business influence
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Are you credible?
Are you ready to play a strategic role?
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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
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More than 50% of HR organizations don’t measure satisfaction.
Without tangibles measures, executives rely on word of mouth.
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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.
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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