Linq HR - Blogs (Information) #Employee Performance

How HR Can Impact an Organisation's Customer Service Levels

Thu, 15 Aug 2024 12:45:44 +1000

Human Resources / People (HRP) play a pivotal role in shaping an organisation's customer service levels, as it directly influences the quality, motivation, and engagement of the workforce.

When HR practices are strategically aligned with customer service goals, organisations can achieve higher customer satisfaction, which often translates to stronger business performance.

1. Talent Selection

HRP ensures that the right individuals are hired into the right roles. By developing clear job descriptions and using targeted recruitment strategies, HRP can attract candidates who not only have the necessary skills but also embody the organisation's customer service ethos - regardless of where they work in the organisation. This alignment from the start ensures that new hires are better equipped to meet customer needs (Huselid, 1995).

2. Training and Development

Ongoing training is essential for maintaining high levels of customer service. HRP is responsible for implementing training programs that develop employees' soft skills, such as communication, problem-solving, and emotional intelligence. These programs ensure that staff are prepared to handle customer interactions effectively and with empathy, leading to better customer experiences (Schneider & Bowen, 1995).

3. Talent Management

Talent management is crucial in ensuring that the organisation retains top performers who are pivotal to delivering excellent customer service. HRP's role in identifying, developing, and retaining high-potential employees ensures that the organisation has a consistent pipeline of skilled individuals ready to step into key roles. Effective talent management strategies, such as succession planning and leadership development, contribute to a stable and knowledgeable workforce, directly impacting customer service quality (Collings & Mellahi, 2009).

4. Employee Engagement

Engaged employees are more likely to provide exceptional customer service. HRP can foster engagement through initiatives that promote a positive work environment, such as recognising and rewarding excellent performance, providing opportunities for growth, and ensuring work-life balance. When employees feel valued, they are more likely to go the extra mile for customers (Harter, Schmidt & Hayes, 2002).

5. Performance Management

HR's role in performance management also impacts customer service. By setting clear performance standards and regularly assessing employees against these benchmarks, HRP along with the organisations leaders ensures that customer service levels are maintained and improved over time. Constructive feedback and coaching further empower employees to enhance their service delivery (Aguinis, 2013).

In conclusion, HRP is integral to driving customer service excellence. By focusing on talent selection, training, talent management, engagement, and performance management, HRP helps create a workforce that is not only capable but also committed to delivering outstanding customer experiences.

Linq HR are Australian Employment and Workplace Specialists assisting organisations and employees be their best at work. Ph 1300234566.

References

Aguinis, H. (2013). *Performance management* (3rd ed.). Pearson Education Limited.

Collings, D.G. & Mellahi, K. (2009). Strategic talent management: A review and research agenda. *Human Resource Management Review*, 19(4), 304-313.

Harter, J.K., Schmidt, F.L. & Hayes, T.L. (2002). Business-unit-level relationship between employee satisfaction, employee engagement, and business outcomes: A meta-analysis. *Journal of Applied Psychology*, 87(2), 268–279.

Huselid, M.A. (1995). The impact of human resource management practices on turnover, productivity, and corporate financial performance. *Academy of Management Journal*, 38(3), 635–672.

Schneider, B. & Bowen, D.E. (1995). *Winning the service game*. Harvard Business Review Press.

The High Costs of Neglecting a Proper Induction Program for New Employees

Fri, 14 Jun 2024 11:41:44 +1000

A well structured induction program is critical for integrating new employees into a company. However, many businesses underestimate the costs associated with not having an effective induction process. The ramifications can be far reaching, affecting various aspects of the organisation.

Increased Turnover Rates

One of the most significant costs of neglecting a proper induction program is higher employee turnover. New hires who do not receive adequate orientation are more likely to feel disconnected and undervalued, leading to early resignations. According to the Society for Human Resource Management (SHRM), the average cost of replacing an employee can range from six to nine months of the employee's salary. This includes expenses related to recruiting, hiring, and training new staff . The Australian Human Resources Institute (AHRI) highlights similar concerns, emphasising that effective onboarding is crucial for retaining talent in the competitive Australian job market.

Decreased Productivity

Without a proper induction, new employees may take longer to reach full productivity. An effective induction program equips new hires with the necessary knowledge and tools to perform their roles efficiently. The lack of such a program can result in confusion, mistakes, and delays, ultimately impacting the overall productivity of the team. Research from the Aberdeen Group highlights that organisations with a formal onboarding process experience 54% greater new hire productivity . In Australia, companies that invest in comprehensive onboarding programs have seen substantial improvements in new hire productivity.

Poor Employee Engagement

Employee engagement is crucial for maintaining a motivated and committed workforce. A comprehensive induction program helps new employees understand the company's culture, values, and expectations, fostering a sense of belonging and purpose. Without this foundation, employees may feel isolated and disengaged. Gallup reports that disengaged employees are 37% more likely to be absent and have 18% lower productivity, affecting the company's bottom line . The Australian Government's Fair Work Ombudsman also underscores the importance of employee engagement in reducing absenteeism and improving workplace morale.

Increased Training Costs

Improper induction can lead to increased training costs in the long run. Without a clear understanding of their roles and responsibilities, new employees may require additional training and supervision. This not only strains existing resources but also diverts attention from other critical tasks.

Impact on Company Reputation

A company's reputation can also suffer from a lack of a proper induction program. Word-of-mouth and online reviews from disgruntled former employees can deter potential talent from joining the organisation. In today’s competitive job market, maintaining a positive employer brand is essential for attracting and retaining top talent. In Australia, employer branding is increasingly recognised as a key factor in recruitment strategies.

In conclusion, the costs of not having a proper induction program for new employees are substantial and multifaceted. Investing in a comprehensive induction process is not just beneficial but essential for the long term success and sustainability of any organisation.

Linq HR are Australian Employment and Workplace Specialists assisting organisations and employees be their best at work. Ph 1300234566.

References:

1. Society for Human Resource Management (SHRM). "Employee Turnover." Retrieved from [SHRM](https://www.shrm.org/resourcesandtools/tools-and-samples/toolkits/pages/keepingthelidon.aspx)

2. Australian Human Resources Institute (AHRI). "Effective Onboarding: The Key to Retention." Retrieved from [AHRI](https://www.ahri.com.au/resources/ahriassist/recruitment-and-termination/onboarding/)

3. Aberdeen Group. "Onboarding Benchmark Report: Technology Drivers Help Improve the New Hire Experience." Retrieved from [Aberdeen Group](https://www.aberdeen.com/research/6074/6074-RR-onboarding-benchmark-report.aspx)

4. Australian Institute of Management (AIM). "The Importance of Employee Onboarding." Retrieved from [AIM](https://www.aim.com.au/blog/importance-employee-onboarding).

5. Gallup. "State of the American Workplace." Retrieved from [Gallup](https://www.gallup.com/workplace/238085/state-american-workplace-report-2017.aspx)

6. Fair Work Ombudsman. "Managing Underperformance." Retrieved from [Fair Work Ombudsman](https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/best-practice-guides/managing-underperformance)

7. HRM Online. "Employer Branding: Attracting the Best Talent." Retrieved from [HRM Online](https://www.hrmonline.com.au/section/featured/employer-branding-attracting-best-talent/)

What is the Role and Benefits of a Human Resources Broker?

Wed, 13 Mar 2024 10:15:17 +1100

A Human Resources Broker (HRB) acts as an intermediary between businesses seeking HR services and products, and the providers of these services and products. This role is particularly valuable in navigating the complex and diverse HR marketplace, ensuring that companies can access the best possible solutions tailored to their specific needs. Here are the key roles and benefits of a HR Broker:

Role of a HR Broker

Needs Assessment - They conduct thorough assessments of a company's HR needs, considering factors like company size, industry, existing HR practices, and strategic objectives. This ensures a deep understanding of what the business requires to enhance its HR functions.

Market Expertise - HR Brokers possess extensive knowledge of the HR services market, including the latest tools, technologies, and best practices. They are adept at identifying trends and innovations that can benefit their clients.

Provider Vetting - They undertake the vetting of potential HR service providers, evaluating their capabilities, track record, pricing, and compatibility with the client’s needs and organisational culture. This saves companies a significant amount of time and resources.

Customised Solutions - HR brokers tailor solutions to match the unique requirements of each business. They understand that no two companies are the same and that customisation is key to addressing specific challenges and goals.

Negotiation and Implementation Support - Brokers negotiate terms with service providers on behalf of their clients, often securing more favourable terms and pricing. They may also assist with the implementation process, ensuring a smooth transition and integration of new services or products.

Benefits of a HR Broker

Cost Efficiency - By leveraging their knowledge and relationships, HR Brokers can secure cost-effective solutions for businesses, often negotiating better rates than companies could achieve on their own.

Time Savings - Outsourcing the search and vetting process to a HR Broker frees up company resources and allows businesses to focus on their core activities, rather than spending time navigating the vast HR services market.

Access to Expertise - Brokers provide access to a wider range of expertise and innovative solutions that a company might not have been aware of or had access to on its own.

Risk Mitigation - Through thorough vetting and due diligence, HR Brokers reduce the risk associated with selecting an unsuitable HR service provider. They ensure that providers are reputable, compliant with relevant legislation, and capable of delivering high-quality services.

Strategic Partnership - A HR Broker can become a strategic partner, offering ongoing advice and support to ensure the HR services and products continue to meet the evolving needs of the business.

Enhanced Flexibility - Companies can benefit from more flexible HR solutions that can be scaled up or down as needed, thanks to the broker's understanding of various service providers' offerings.

A HR Broker plays a pivotal role in enhancing a company's HR functions by providing expert advice, access to quality services and products, and tailored solutions that meet specific business needs. This partnership can lead to significant improvements in efficiency, performance, and employee satisfaction.

Choosing Linq HR, Australia's first HR Broker, offers businesses the advantages of pioneering expertise, an established provider network, a reputation for trust and reliability, leadership in innovation, and a deep commitment to understanding and meeting the needs of Australian businesses. These benefits collectively ensure that clients receive unparalleled HR support that is tailored, efficient, and compliant with Australian standards.

For further information call 1300234566.

Four Ways to Elevate Your Human Resources/People and Culture Skills for Enhanced Organisational Success

Tue, 05 Mar 2024 12:54:57 +1100

In the ever evolving landscape of Human Resources / People and Culture (HRPC), the focus extends beyond internal processes to delivering exceptional service that directly impact leadership, employees, and consequently customers. Elevating your HRPC skills can significantly contribute to the overall success of the organisation. Here are four strategic approaches tailored to provide better service to leadership, employees and ultimately customers.

Strategic Alignment with Organisational Goals

To enhance service delivery, align HRPC strategies with overarching organisational objectives. This involves a thorough understanding of business goals, enabling HRPC to develop initiatives that directly support leadership in achieving these milestones. By actively contributing to strategic planning, HRPC becomes a strategic partner, ensuring that its efforts are directly tied to the success of the business and, consequently, customer satisfaction.

Cultivate Employee Engagement and Satisfaction

Recognise that engaged and satisfied employees are more likely to deliver exceptional customer service. HRPC plays a pivotal role in fostering a positive work environment through initiatives such as tailored training programs, wellness initiatives, and recognition programs. By actively engaging with employees, HRPC contributes to a motivated workforce that positively impacts customer experiences.

Develop Leadership Capabilities

HRPC professionals can enhance service to leadership by actively participating in leadership development programs. Identify gaps in leadership skills, and work collaboratively to create tailored development plans. Strong leadership directly influences employee performance and satisfaction, which, in turn, translates into improved customer interactions.

Implement Customer-Centric HRPC Practices

Shift the HRPC mindset to be customer-centric. Understand the needs and expectations of both internal (employees) and external (customers) customers. Streamline HRPC processes to ensure they are efficient, responsive, and contribute positively to the overall customer experience. This customer-focused approach reinforces the idea that HRPC is not only an internal service provider but also a contributor to external customer satisfaction.

By adopting these approaches, HRPC professionals can transform their role from a traditional service provider to a strategic partner, actively contributing to the success of the organisation. The ripple effect of improved service to leadership and employees will inevitably lead to enhanced customer satisfaction and loyalty.

Linq HR are Australian Employment and Workplace Specialists assisting organisations and employees be their best at work. Ph 1300234566

Benefits of Writing a Position Description

Fri, 06 Oct 2023 14:03:18 +1100

Writing a position description is an important step in defining roles and also in the hiring process.

It’s a document that outlines the reporting relationship, objectives, key responsibilities, skills, and expectations of a specific role.

It can help clarify the expectations of both employers and employees, and to select the most suitable candidates.

Here are some advantages of writing a position description:

It helps to define the purpose and scope of the role, and how it fits into the organisation’s structure and goals. This can create motivation and alignment for the employee, and ensure that the activities and tasks necessary for the success of the business are covered by one role or another 1.
It provides a clear reference point for measuring and evaluating the employee’s performance, and identifying areas for improvement or development. It also forms the basis for appraisals, feedback, and recognition 1 2.
It enables a fair and consistent pay and grading system, based on the skills, experience, qualifications, and responsibilities required for the role 1 2.
It reduces the risk of disputes and conflicts, by providing a neutral and authoritative source of information about the role. It can also help to resolve any queries or issues that may arise during the employment relationship 1 3.
It facilitates the recruitment process, by providing a clear and concise overview of the role, and the ideal candidate profile. It can help to write effective job ads, design relevant interview questions, and assess candidates’ suitability 1 4.

It’s important for both the supervisor and employee to agree on the final position description. This is more so important when people are working remote.

Completing position descriptions for roles within your organisation can seem like a tedious or unnecessary task but overall they benefit employees with a clearer understanding of their role and provide structure for the employer.

Linq HR are specialists in Employment, Career and Vendor Selection. Ph 1300234566.

1.https://theprovengroup.com.au/the-importance-of-having-a-job-description-for-every-employee/

2. https://www.dlgva.com/5-key-benefits-of-a-well-written-job-description/

3.https://www.ajg.com/us/news-and-insights/2018/12/benefits-of-creating-and-maintaining-job-descriptions/

4.https://www.hays.com.au/employer-insights/recruitment-information/how-to-write-a-position-description

Trust Within the HR Function

Mon, 15 Aug 2022 10:34:08 +1000

A lot has been written about the role of the Human Resources function in developing trust within the workplace.

Increasingly questions are being asked about whether employees trust their HR function, which then seems to question the role of HR within an organisation. Then we see responses on ways HR can build trust with employees as a solution.

But what about the development of trust within the Human Resources function? Is this where it starts?

HR teams serve multiple stakeholders. Management, Employees, External Parties such as unions and governmental compliance bodies. At the same time hold an overarching responsibility to ensure that the organisation reaches its full potential. Sometimes stakeholders objectives, such as management and employees, can be in conflict and HR is required to navigate through those situations and find positive outcomes.

High levels of trust within a HR team can result in more reliable, supportive and timely communication amongst the team. Constructive discussions can occur more openly potentially leading to better responses to situations which eventually leads to better advice to stakeholders. Mixed messages or unintended contradictions are minimised.

Even at the most basic level where trust of a HR department can be quickly lost when there are continuous payroll or administrative errors, these errors can be minimised as administrators have the right information available at the right time. Employees can start to trust they will at least be paid correctly.

So the HR function can benefit by building higher levels of trust within their own function then using this as a basis to start building trust across the organisation. It starts with proper screening and selection of the right HR staff, together with supportive HR leadership.

Linq HR are specialists in HR Consulting, Career and Vendor Selection. Ph 1300 234 566.

Does a High Performance Culture Lead to Higher Performing Employees Or the Other Way Around?

Wed, 29 Sep 2021 17:16:48 +1000

Most businesses feel they can perform better. But to do this is it as simple as creating a high-performance work culture, resulting in higher performing employees? Or conversely, is it an easier path just to hire high performing employees who are ready to tackle any project or challenge that ultimately creates your high-performance culture?

What is High Performance Culture?

High performance culture is related to a high performance workplace where the employees are motivated and productive. Many factors contribute towards this, such as support from the company, having the necessary resources, and feeling aligned with the values of the company. Ultimately, seeing the greater good or outcome of the work they are doing can contribute towards a high-performance culture.

So does a High Performance Culture Lead to Higher Performing Employees... Or the Other Way Around?

Companies without a high performance culture will likely start to wonder whether they should focus on their culture to engage higher performing employees or simply work on hiring high-performance employees and the culture will subsequently improve.

There is no one right approach to this question. It’s highly dependent on the type of people already in your organisation, the timeline for needing to improve, and of course cost.

Changing culture can take a lot longer than hiring in a string of high performers. Hiring a string of high performers can be expensive and may not necessarily guarantee longer term overall higher performance.

As early as 1997, McKinsey shared that getting the best people into businesses could create better workplaces; this was known as the ‘War for Talent’. However, this approach didn’t necessarily work out always as planned, as profitability for some companies dropped off despite them successfully hiring top talent.

Research by HBR considered the possibility of shared values leading to higher-performing teams, so there is some support to the theory that higher performance can be evolved from within the existing workplace.

So, how will you support your workplace toward becoming more productive? By planning and focussing on building a high performance culture or by focussing on hiring in high performing talent expecting overall business performance will subsequently improve.

Linq HR are HR specialists who assist organisations define their HR needs, source the right HR suppliers and solutions, and benchmark performance.