How do we change the paradigm for customer service? Our goal is to instill in employees the core values of service quality, teamwork and accountability. I know there’s no easy path, but we need a few stepping stones to get started. Our aim is to develop competencies that describe these abstract behaviors and use them to measure performance.
—Stepping Stones Sought, software/services, Hyderabad, India
What’s the best way to help our leaders adapt to a dynamic global economy?
—As the World Turns, utilities, White Plains, New York
How do I design a training roadmap for our company? Our goal is to craft a framework that provides specialized employee career development that enables us to fill the pipeline as we grow.
—Growing with Gusto, human resources executive, health care, Singapore
The old adage is that if HR wants a seat at the table, then it has to measure the right things. So how do we calculate the ROI of job boards? There doesn't seem to be any good metric to use. We're doing this to help cut our recruitment costs.
—Rightsized Recruiting, HR assistant, software/services, Toronto, Canada
After two years as an HR administrative assistant, I have been promoted to HR manager. I spent most of my time working with new-hire background checks, evaluations, insurance and payroll. What is the best way for me to quickly learn and apply the strategic aspects of HR management?
—First Step on New Journey, HR manager, manufacturing, Navasota, Texas
I lead the HR department of a company with between 30 and 40 employees. Due to our size, we in HR are generalists whose job duties include training, compensation and recruitment. We don't have specialized roles, but I have been asked to develop key performance indicators, or KPIs, for our employees in sales and accounting. This is the first time I've tackled this subject. Any advice on how I should start?
—Lost in Limbo, finance/insurance/real estate, Cairo, Egypt
We are in the process of rewriting job descriptions. What are some effective ways to do this without causing undue alarm? Are there a specific set of steps that companies should follow when tackling this project? And are there any good evaluation tools to assess how effective/complete our descriptions are?
—New Definitions, OD administrator, health care, Scottsdale, Arizona
I have been asked to assess the impact of new training, including learning content, rating instructors and evaluating program participants. How soon should I expect seeing results before I start my analysis?
—Hurry Up and Wait, training evaluation specialist, nonprofit, Gaithersburg, Maryland
We want to conduct cross-training sessions to help some employees acquire new skills. We also have employees that already perform these tasks and don't want them thinking our cross-training is a reflection on their performance. How should we handle this to make sure everyone's on the same page? Is there a better alternative?
—Don't Want Hurt Feelings, HR manager, finance/insurance/real estate, Grand Cayman
Here is our issue in a nutshell: we have a close-knit office and some employees have questioned the fairness of 360 feedback, since there is no way of knowing who says what about whom. What should we do?
—Stuck in the Middle, HR manager, health care services, Boise, Idaho