Understanding customer needs to include examples of 3 different internal HR customers and 1 need for each.

Following are the examples of different HR internal customers:

1. The first example is that an IT professional might not have the required equipment to manage the online presence of the organization. In order to manage a website, there are some specific tools which are required and if they are not available, it cannot be managed. Thus, this IT professional is an internal HR customer who requires the necessary tools and equipment for performing processes.

2.  The second example is a financial expert and he manages a team. In his team, there are not many employees and due to it, there are issues in completing the projects and reaching deadlines. In order to complete the projects, he requires more workers specializing in finance from the HR department. He is also an HR internal customer who requires more workers from the HR manager.

3. The third example is of employees who are unable to work because of the inefficient working environment and culture. They require a stable and innovative culture to work effectively. They form the third example of HR internal customers.

I would prioritize the needs of customers on the basis of their importance to the organization. For instance, if the working environment is more important then I will work on it before any other need. In this case, I will fulfill the need of financial expert because it is more important than others (Werner & DeSimone, 2011).

Explain 3 different methods of communication to respond to your internal HR customer’s needs, and for each method explain its advantages and disadvantages.

Following are the methods of communication which can respond to the needs of my internal HR customers:

·         Providing Feedback

·         Communicating through a Video

·         Initiating a Discussion

In order to fulfill the need of an IT professional who is unable to work because of lacking equipment and tools, a video will be provided to person which will explain visually how work can be done on a website while using online tools and equipment.

Pro: This is the most effective method of communication in this case because visual information is necessary.  

Con: It can cause significant confusion.

In order to fulfill the need of a financial expert who requires more members in his team, a discussion will be initiated which will help in reaching a mutual conclusion.

Pro: Most viable solution will be devised to the problem.

Con: Too many opinions can be quite overwhelming.

In order to fulfill the need of workers who require an effective working environment, feedback will be provided.

Pro: It will help workers in creating an effective environment by themselves.

Con: Workers will not get either the opinions or visual support they need in feedback (Bamberger, Biron, & Meshoulam, 2014).

How you would provide effective service delivery, for example, delivering service on time, delivering service in budget, dealing with difficult customers, handling and resolving complaints.

            In order to deliver service on time, a plan or digital spreadsheet will be created on which deadlines of services will be written. The management will be responsible for managing this sheet and they will convey this information to both workers and teams for making sure that all deadlines are met. It will be the responsibility of senior management to create a budget in which services should be delivered. For keeping services in the budget, strategies of effective project management will be implemented. For instance, an application can be utilized for reducing the costs and keeping them in the budget (Ahammad, 2017).

 Dealing and handling with tough customers will be the responsibility of the customer and sales department. They will be trained by the HR department to ensure that they fulfill the requirements of customers and consider their opinions as well. Resolving complaints and issues will also be the responsibility of the HR department. The HR manager will consider the issues and devise a strategy for resolving the issues in an effective manner (Aswathappa, 2013).

Write a short description of the learning process.

            Before writing this assignment, I knew about the services which were provided by the department of human resource. However, I did not have even a little information about service level agreements. This concept was new to me and in order to complete this project, I attended the module and researched other external sources for finding the underlying concepts and facts to help me in writing this assignment. In this module, I got to know about SLAs and HR services. My existing concepts were further clarified by this module and I got to know what service-level agreements meant and their role in an organization.

References of Internal Human Resource Customers

Ahammad, T. (2017). Personnel Management to Human Resource Management (HRM): How HRM Functions? Journal of Modern Accounting and Auditing, 13(9), 412-420.

Aswathappa, K. (2013). Human resource management: Text and cases. Tata McGraw-Hill Education.

Bamberger, P. A., Biron, M., & Meshoulam, I. (2014). Human resource strategy: Formulation, implementation, and impact. Routledge.

Werner, J. M., & DeSimone, R. L. (2011). Human resource development. Cengage Learning.