Who Are Hr's Customers

Hey,

a very interesting discussion on "who are HR's customers?" is taking place on HRnet.... i thought id just carry on the same proposition on citehr..

i think all of us really need to give serious consideration to this question.... who are the people whom we need to deliver to??? the employees, line managers, top management, external customers???

one HR professional mentions in the same discussion "who I think of course is the real "ultimate" customer, is the actual customer of the organization. You know; the person(s) that "buys" products and services from the organization and insures its existence"

a similar thought has been expressed by Mr Dave Ulrich in his article "Value Proposition of HR"....

but my question... how do u put it in practice??? i understand that any organization at the end of the day depends upon its CUSTOMERS...

but can these very customers be the Customers of HR ???

if yes then how do we as HR prefessionals cater to them??

if no then who indeed are the customers of HR

please give your views

warm regards

-anjali

Hi Anjali,
An emerging strategy to serving these customers comes from opening a firm's HR and management practices to customers. This means including customers in hiring decisions, training programs, communication initiatives, teams, and reward and recognition programs. As customers connect to a firm through these HR practices, they will become increasingly intimate and provide customer share to the firm.
For instance, when i have to recruit sales person - just don;t rely on job portals & CVs but effectively network with Customers to find out who are the good performers in the market.
HR practices which include customers and HR professionals who spend time with real external customers create new and unforeseen levels of customer service.
I do spend some time in understanding with customers in my visits to different cities which helps in determining the requisite competencies & work process involved while interviewing potential candidates.
Cheerio,
Rajat