Hello, I am working as an HR specialist in a US-based company. I deal with HR helpdesk queries. My challenge is that I have been asked by my management to think of out-of-the-box ideas and create a measurable impact on processes. Right now, I am not sure what I should be thinking. I manage basic employee queries related to leaves, maternity, and more. Can someone suggest how I can present some ideas?
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Dear Sandhya, the kind of job that you handle belongs to the service function of HR. In simple words, it is called clerical activities. It is difficult to measure the output in the clerical cadre.
Not necessarily all the activities in HR are measurable. How can anyone measure advanced HR activities like talent management or employee engagement? Has anyone measured the revenue impact of these HR interventions? Employee training, in contrast, is measurable. However, how many companies accurately measure the ROI on training?
It is the job of the management to measure the outcome of every process. It appears that when they are unable to do it, they have delegated this job to you. To camouflage delegation, they have used phrases like "out-of-the-box thinking."
Anyway, to survive in the company, fulfilling the expectations of the boss is always important. Therefore, find out on your own what could be the measurable part. Otherwise, provide the list and frequency of the activities that you do, and we will see if any measures can be introduced.
Thanks,
Dinesh Divekar
From India, Bangalore
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8071Not necessarily all the activities in HR are measurable. How can anyone measure advanced HR activities like talent management or employee engagement? Has anyone measured the revenue impact of these HR interventions? Employee training, in contrast, is measurable. However, how many companies accurately measure the ROI on training?
It is the job of the management to measure the outcome of every process. It appears that when they are unable to do it, they have delegated this job to you. To camouflage delegation, they have used phrases like "out-of-the-box thinking."
Anyway, to survive in the company, fulfilling the expectations of the boss is always important. Therefore, find out on your own what could be the measurable part. Otherwise, provide the list and frequency of the activities that you do, and we will see if any measures can be introduced.
Thanks,
Dinesh Divekar
From India, Bangalore
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Hi Sandhya, the role you are in is challenging as the work done is not easily measurable, but it is full of opportunities to advance to the next level. Since being associated with Blithes, I have often dealt with such queries. Below are a few suggestions for you that will give your work visibility:
- Schedule a quick follow-up with the employee whose issues you have resolved; this will boost the bond of trust between you and the employee. This way, your actions will be acknowledged.
- Create a process that involves steps rather than just welcoming walk-in queries.
- Share a monthly/weekly report with the management that reflects the satisfaction versus dissatisfaction ratio of the employees (try not to keep it confined to the queries raised by the employees).
Best,
Arusha Sharma
Blithes
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From India, Noida
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- Schedule a quick follow-up with the employee whose issues you have resolved; this will boost the bond of trust between you and the employee. This way, your actions will be acknowledged.
- Create a process that involves steps rather than just welcoming walk-in queries.
- Share a monthly/weekly report with the management that reflects the satisfaction versus dissatisfaction ratio of the employees (try not to keep it confined to the queries raised by the employees).
Best,
Arusha Sharma
Blithes
Follow us at:
HOME - blithes
Instagram: https://www.instagram.com/blithescounsellingservices/
Facebook: https://www.facebook.com/Blithescounsellingservices
Twitter: https://twitter.com/Blithes13
From India, Noida
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I need not mention that out-of-the-box thinking means thinking differently. Basically, you need to change your mindset. In every sector, at every place, there is always scope for improvement, even if it is very small. You should have a greater perspective, not just because your boss told you to, but for other reasons. The boss will always give you feedback, whether you work in a US-based company or in a smaller organization.
Managing Employee Queries
When managing employees' basic queries related to leave, salary, etc., you should aim for a scenario where there are no queries from the employee to you. You need to consider how to minimize the number of queries and reduce the time taken to resolve them. Always remember that employees are your customers. They are your internal customers, so treat them well. Implement methods to ensure their satisfaction. Consider changing your current practices or processes. For example, if you are using a notebook to record complaints, switch to using a PC. If you are already using a PC, consider transitioning to receiving complaints via email. Continuously make small changes like this.
Kaizen Reporting
In "Kaizen" reporting, I recall a practice from many years ago. I used to keep a ballpoint pen in the pen stand with the ballpoint facing upwards. I then changed the position so that the ballpoint was at the bottom. This simple adjustment made writing with the pen much easier, as it improved the ink flow. This is just one example.
Success will come when you get used to thinking outside the box.
From India, Mumbai
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Managing Employee Queries
When managing employees' basic queries related to leave, salary, etc., you should aim for a scenario where there are no queries from the employee to you. You need to consider how to minimize the number of queries and reduce the time taken to resolve them. Always remember that employees are your customers. They are your internal customers, so treat them well. Implement methods to ensure their satisfaction. Consider changing your current practices or processes. For example, if you are using a notebook to record complaints, switch to using a PC. If you are already using a PC, consider transitioning to receiving complaints via email. Continuously make small changes like this.
Kaizen Reporting
In "Kaizen" reporting, I recall a practice from many years ago. I used to keep a ballpoint pen in the pen stand with the ballpoint facing upwards. I then changed the position so that the ballpoint was at the bottom. This simple adjustment made writing with the pen much easier, as it improved the ink flow. This is just one example.
Success will come when you get used to thinking outside the box.
From India, Mumbai
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HR Processes.xls
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