You are here: Home : News : Don't ignore Transactional Role - Ulrich
9th Apr, 2008 to 31st Jul, 2008
Source: People Management magazine
Author: Steve Crabb
Issue date: 3rd April 2008
Page: 10
The following is a summary of the above article reported in the People Management magazine which reports on a keynote speech made by Dave Ulrich to the CIPD Scottish Conference.
He told the audience that HR functions can't expect to move from being transactional to totally strategic, instead they needed to concentrate on all-round excellence.
Processes such as paying people need to be done at a 'world-class' level for HR to have credibility, he said.
He also told the audience that HR should strive to be 'high tech' and 'high touch', i.e. be fully engaged with the business whilst leveraging full advantage from technology, and be careful not to neglect one for the other.
Ulrich sees a role for HR to help organisations get closer to their customers, as typically the higher up the organisation you go, the more distant you are from understanding customers' needs and expectations.
Transact HR comment:
We fully agree with the comments in this article, transactional processes can't be neglected, and it is not always advisable to outsource them, so the aim should be to make them as efficient as can be.
This usually needs to be technology led, as more efficient data capture, automatic workflows and prompts all help to make a process slicker.
Current processes need to be understood and documented, and using 6 Sigma and Lean techniques can be re-designed to ensure maximum efficiency.
Our definition of 'world-class' service in 6 Sigma terms is a process which has less than 32 defects per million transactions, which equates to a sigma level of 4.
The ultimate goal is a Sigma level of 6, which equates to 3.4 defects per million transactions!
Please contact us to help you work towards this goal.
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