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Cipd 4dep Activity 2

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4DEP

Activity 2

How an HR Practitioner ensures the services they provide are timely and effective.

Understanding Customer Needs for 3 different customers of HR

Employees – Require information on employment contracts

Managers – Require staff who can fulfill their job role efficiently and meet performance targets.

Applicants – Require a clear induction policy and training plan taking their individual needs into account.

Prioritising Conflicting Needs

The needs of customers may sometimes be conflicting (for example, managers want production results and longer working hours whereas employees want more time off and focus on work/life balance).
HR would ascertain which demands were the most urgent and important, taking into account the ease and speed of dealing with each issue whilst maintaining focus on the overall needs of the organisation. It is important to keep all customers informed of what HR can provide in the way of services and set realistic expectations.
HR needs to be flexible, easy to contact and able to respond swiftly and effectively. However on occasions where the customer’s need cannot be dealt with promptly, a full explanation must be given along with estimated timescales for resolution.

Effective Service Delivery

Delivering Service On Time

By prioritising needs, HR can ensure that issues are handled according to urgency. For example, taking into account the effect of each request on the business and considering: * Maintaining the wellbeing of employees * Organisational mission, policies and values * Meeting performance demands * Current legislation * Satisfying the demands of internal stakeholders (employees, board members, and management) and external stakeholders (trade unions, shareholders, partners, job applicants).
HR good practice would involve developing a case record that could be reviewed

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