This section is about the tools and methods for evaluating human resources service
delivery.
Scenario: Measuring HR performance at Australian Hardware
It has been eight months since Connie began to implement HR changes at Australian
Hardware. Feedback has largely been positive.
In a recent audit of HR performance over the organisation, the following results were
obtained:
● 85% of managers have high confidence in the ability of store HR officers in
delivering services and mediating services delivered by the corporate HR centre
of excellence
● 75% of managers believe HR has had a strong impact on business performance.
The following breakdown by HR service was obtained:
Service Client value
rating/10 Performance
Staffing and
recruitment
8 ROI = 140%
Training and
skills
development
4 ROI = 130%
90% training programs completed on time
Performance
management
9 55% appraisals completed
Rew
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