Question

A VP of HR for a growing 1,500-employee high tech firm has received feedback regarding the lack of effectiveness of the HR team. The internal customers have not been pleased with the level of service and support that is being provided by HR.

One of the biggest challenges cited is the recruiting process-specifically, opening a new requisition. The business leader is first required to contact a recruiter to open a requisition and then to contact the compensation and benefits team to determine the pay level for the role. Business leaders may have to contact a different recruiter each time a requisition must be opened. If the recruiter is unfamiliar with the business unit and the nuances of the culture as well as common skill sets, the business leader has to spend additional time to ensure that the recruiter has all the information needed. As a result, some business leaders have asked for one point of contact in HR for all recruiting needs.
Which next step should the VP of HR take to send a clear message to business leaders that HR has heard the concerns and is working to improve the customer experience?

A. Request a plan of action from the recruiting manager that outlines how recruiting will achieve the desired results.
B. Outline a plan of action to address customer concerns and communicate with business leaders on an ongoing basis.
C. Ensure that the recruiting team provides regular quarterly updates to the business leaders regarding recruiting performance and results.
D. Provide a deadline to business leaders for change to be apparent that is in alignment with internal client expectations.

Answer 1

The VP of HR should opt for outlining and communicating a detailed plan of action to address customer concerns, showing commitment to improving the HR team's support and the recruiting process.

Step-by-step explanation:

The best next step for the VP of HR to take in responding to the concerns regarding the recruiting process and customer experience is option B: Outline a plan of action to address customer concerns and communicate with business leaders on an ongoing basis. This proactive approach signifies a strong commitment to improvement and will involve direct communication with the stakeholders who have raised the issues.

Implementing a systematic way to address these concerns is in line with professional human resources functions that aim to reduce bias and inefficiency in the hiring process. Genuine efforts to rectify the situation, such as establishing a single point of contact for business leaders, will show an understanding of the feedback and a dedication to change. This plan should include specific actions, timelines, and key performance indicators to track progress and ensure that the desired results are achieved.