HR360™

As the Human Resource function evolves into one of a strategic business partnership with the organization's business units (as opposed to a service or processing role), the need to bring valuable measurement instruments to the alliance becomes critical.

HR360™ offers a unique opportunity for Human Resources departments to determine and quantify internal customer expectations and satisfaction levels, as well as to verify the consistency of those expectations among all its key constituencies; the Executive Manager (the HR Director's boss), the rest of the management team, the employees, and most importantly, the Human Resources Director and Human Resources Staff themselves.

HR360™ gives HR Directors:

• Concrete data which verifies their key constituencies' satisfaction levels on five key aspects of Human Resources customer service.
• Confirmation that they and their Executive Manager are in agreement regarding what HR service factors are most important.
• Reassurance that their HR staff is focused on achieving what the HR Director expects and values about the Human Resources department's customer service.
• Information about what their internal customers expect and value.
• Insight on the differences or service gaps between each of its internal customer group's expectations.
• Benchmark comparisons on how their HR department is performing versus other HR departments in their industry or region.

HR360™ uses a measurement instrument called the HR Service Excellence Survey, which is composed of 40 survey items along with a write-in section. Each survey is coded for, and given to, each of the customer groups identified (i.e., the Executive Manager, the rest of the management staff, Human Resources Director, Human Resources Staff, and employees). Hence, each of these parties has the opportunity to share their feedback about the HR department. HR360™ solidly measures the following key aspects of your Human Resources department:

1. Service Orientation
2. Communication
3. Employee Relations
4. Human Resources Professional Knowledge
5. Performance

When the survey results are tabulated, they not only reflect the satisfaction levels of each of these five constituencies, but also the respondents' opinion of how important each survey item is to them. In addition, a gap analysis is performed on each group's survey results to determine any disparities between performance and service expectations.

Since HR Solutions has administered the HR Service Excellence Survey at a wide variety of companies in many different industries, we are able to provide benchmark, or "normative," data on each service factor measured by the survey.