Question

Notes: A common tool used in organizational development is called The McKinsey 7-S framework. This model describes organizations as having seven interconnected elements. Each of these elements must be considered in creating sustainable organizational change:

Strategy. A customer-centric culture is a necessary part of HR's attempt to create value for the organization. The strategy provides a plan for creating this value, and it should incorporate input from members throughout the HR organization.,

Shared values. HR leaders communicate to function members a commitment to quality performance and customer service. The message must be explicit; it must be communicated through various media and at meaningful times, such as during onboarding and at regular meetings and individual performance meetings.,

Structure. HR leaders must take steps to change HR's structure if it slows or prevents HR professionals from delivering quality work to their customers. This can involve empowering HR professionals to make changes to meet customer needs and to correct mistakes quickly. It may involve creating a position or group to continually assess customers' perceptions of HR service.,

Systems. Systems support the way people do their jobs. Systems can include a variety of tools, policies, and processes.To improve customer service, HR leaders implement processes to improve the customer relationship.,

Staff. Ability to deliver customer service is a criterion for selecting HR professionals. HR professionals are rewarded and recognized for exceptional acts of customer service.,

Skills. HR leaders undertake to assess the competencies among HR staff to deliver quality customer service and to address gaps through training and development (e.g., training in communication, conflict resolution).,

Style of leadership. Leaders must model in all their actions the values they have identified for the HR organization—for example, supporting customer focus even when it may require additional resources. They must be willing to invite HR employees to participate in problem solving and decision making.

Answer 1

The McKinsey 7-S framework is a tool for organizational development involving seven interconnected elements that influence the organizational culture and workplace culture, essential for sustainable change and improved customer service within HR.

Step-by-step explanation:

The McKinsey 7-S framework is a comprehensive model used in organizational development to facilitate sustainable changes within organizations. It emphasizes the interconnectedness of the seven elements: Strategy, Shared Values, Structure, Systems, Staff, Skills, and Style of Leadership. Each element plays a critical role in shaping organizational culture and is instrumental in delivering high-quality customer service, enhancing workplace culture, and driving success.

The organizational culture of a company determines its values, norms, behaviors, and invariably how effective the workplace culture is at meeting both employer and employee expectations. In the context of HR, fostering a customer-centric culture and integrating community cohesion are crucial aspects of the change process.

The HR structure may need to be reorganized to better meet customer needs, and both recruiting and staff development should focus on enhancing customer service skills. The leadership style should embody the organization's values, promoting a culture of quality performance and service.