HR at your service : lessons from benchmark service organizations / Gary P. Latham and Robert C. Ford ; forward [sic] by Jose A. Berrios.

Format:

Book

Author/Creator:

Latham, Gary P.

Contributor:

Ford, Robert C.

Language:

English

Subjects (All):

Personnel management.

Service industries--Management.

Service industries.

Customer relations.

Physical Description:

1 online resource (220 p.)

Place of Publication:

Alexandria, Va. : Society for Human Resource Management, 2012.

Summary:

Focusing on the day-to-day delivery of quality service that can drive a successful partnership between the Human Resources (HR) department and the rest of the company, this handbook demonstrates how HR managers can and must ensure that their teams develop the ability to anticipate and attend to the needs, wants, and expectations of managers and their employees. As it provides practical tools and guidance on building world-class HR departments, this guide aids HR leaders to plan for future client needs, conduct internal audits, and hire as well as reward customer-centric individuals. Lessons learned from thriving businesses, such as Walt Disney Co., Marriott International Inc., and Darden's restaurants, are also applied and explained in the HR context.

Contents:

Client-centric strategy: a blueprint for human resource managers

Providing client-centric service: delivering quality clients value

Planning to meet client expectations

Creating & leading a client-centric HR culture

Client-centric staffing & training

Motivating & empowering client-centric service

HR information systems: communicating client-centric service

HR service delivery systems: ensuring client-centric service

You've landed a seat at the table: now stay there!

HR managers as service leaders.

Notes:

Includes bibliographical references and index.

ISBN:

1-58644-279-1

OCLC:

781635126