Verizon Communications, Inc.: Implementing a Human Resources Balanced Scorecard

At MediCo Inc., the medical equipment supply company recently experience a decline in their sales and senior executives brought in a human resources (HR) strategic partner to get find out why sales are down (Laureate Education, Inc., 2011). In the scenario with MediCo Inc., HR must design a solution to increase sales revenue by identifying what is the initiative disconnect, then implement benchmarks into analytics, and finally collect feedback from employees.

3. Ask your client what they think. Rather than utilizing your association's inward measurements to quantify the nature of a call, ask the client: "What did you think about your experience and the specialist you worked with?" or "Did your administration encounter coordinate the guarantee made in our promoting?" It's essential to guide top notch cooperation’s with your clients' desires, contrasting inner assessment scores and client

Developing an HR department that was a strategic business unit, allowing it to strategically design a measurable compensation and benefits program. The need for a multi-channel marketing approach was another subject identified during the strategic review, which allows customers multiple ways to purchase products. Another internal strength is the portion of the compensation plan that encourages employees to take advantage of the companies products through employee discounts and equipment rental programs.

I have been asked to provide a report that supports the retention of the HR function within our organisation. In this report I will explain how Human Resource activities support the organisations strategy and how HR professionals support line managers and their staff.

The feedback provided by a customer at the end of each phone call is essential as it helps improve the way we conduct phone calls and it also helps identify any problems with any of my sources of information or information that may be lacking.

0 1.3. Explain the factors to be taken into account in setting customer service performance targets and objectives

This way of analysis will find out the real view of the customers’ needs and will guide the HR professional to balance several perspective and determining which get priority. “For instance, managers may value high levels of production and long work hours whereas employees may value more time off and a focus on work/life needs. Effective HR customer service will work with both groups to find the right balance” Leigh Richards (2012), eHow Contributor.

It helps to provide guidance on power relations and roles expected between different levels of staff in an organisation. It is not cast in stone but rather, should be adaptable to the environment- both internally and externally in order to meet the demands of consumers in these two distinct market places. Internally, the employees are the consumers. Often, the external consumers for whom products and or services are destined are the focus but as can be seen from the case study of Starbucks, focus on the internal customer can salvage dire situations that an organisation experiences

The table 12 demonstrated the overall customer service delivery of AFRICELL-TEMPO which I founded out that 42.6% of the respondents was satisfied by the overall customer service delivery of AFRICELL-TEMPO, 27.0% of the respondents were very satisfied by the service delivery, 23.9% of the respondents were indifferent to the service delivery, 5.7% of the respondents were unsatisfied by the service delivery and 0.9% of the respondents were very unsatisfied by the overall customer service

Where would you rate your organization or department on a one (low) to ten (high) scale in terms of being the provider of choice? Do you have any great customer service stories that have become legendary around your organization?

Customer service employees will obtain information of all customers using the RATER survey which will focus on the following criteria;

Provide a means for customers to provide feedback after calls to acquire their satisfaction score on the overall service experience and allow them to point to areas that need improvement

This report provides the analysis of case study given to me. Gail Palmer Ashton Graduate School of Business ranks among the top schools of USA but the dean of the institute feels that the school has deviated from its foundations. This analysis proposes implementation of the balanced scorecard and performance metrics in order to achieve the four strategic goals of the institution.

• Along with the raw data recorded here, report the percentage of the total number of people you surveyed that said they would probably buy or definitely would buy your product or service if offered. This percentage is the most important figure in gauging potential customer interest.