The product has the basic objective of the attendance management, as much incidents as demands.
In the case of RH, the most typical profile of service relates to demands - or requests; there are several requests that people from different areas of a company in general do to HR. What happens in practice is that usually such requests have informal character, using the phone or email. While this may seem practical and direct, it creates difficulties. Rather than detailing the difficulties, we will describe the following 10 reasons that justify the use of Qualitor to control the HR demands - thus justifying the positive aspects of such measure.
1-Establish, agree, and disclose service deadlines in accordance with the demand classification
The establishment of deadlines for each demand classification, in accordance with the urgency of the requesters, it is known as "Service level agreement". This agreement assumes that deadlines are clearly disclosed and known, as much by the requesters ad much by the service providers. With this, it solves a problem that consists in the difficulty in agreeing on what we may call "sense of urgency". Generally, the requester has the perception of what they need "it is for yesterday"; however, the service provider must meet the demands of various requesters. Each demand, in turn, requires a processing time, there is a time to be answered. The challenge is to reconcile this all, avoiding the sensation that everything is time consuming, or so persistent connections with the famous question "are you ready?". With Qualitor, define service times for each demand type, for different severities of requests. The requester itself will be communicated, to generate demand, for the deadline provisioned for the solution, whether by e-mail or on the web portal where the requests may be followed.
2 - Register the demands
As incredible as it may seem, it is important to cite that the demands need to be registered. It is the basic! But without a formal registration, how to act regarding service? How to verify the pending demands, those with higher priority, or how to control the meeting of deadlines?
3 - Organize the service by teams and specialty areas
In HR, as in other sectors, exist people specialized in different areas. There are people that treat legal aspects, others of recruiting, of entry, etc. It is ideal that the demands be distributed in accordance with the specialty of each team. Another useful segmentation type is the complexity of the requests. Simple demands may be programmed to be directed to people of initial service; the measurement that the complexity of services increases, it is ideal that there is referral to people with necessary skills.
4 - Prioritize service and control deadline compliance
About what is not controlled, there is no guarantee of quality. It is a very old maxim, but it applies to our topic. Qualitor allows viewing of demands to be met according to their deadlines and priorities. In addition, the tool is pro-active warning of demands due and to be past due, allowing the management of the quality of service in meeting the deadlines.
5 - Publish documents in an organized and structured way, providing direct access by employees
A good part of the demands done to HR relate to the information request, whether in the form of content or documents. Qualitor has structured knowledge base that allows documents to be published in a structured way, that may be accessed directly by the employees in a rather intuitively way. This way, policy documents may be made available for example, procedures, forms, files, etc. Everything can be searched by the requesters in a very simple and objective way.
6- Providing self service facilities for employees, via web portal
Instead of spending time of employees and attendants on the telephone, Qualitor permits that, via the web portal, the demands are registered directly in the system. The advantage is that they are already automatically referred for treatment by the appropriate teams and the requester can do the monitoring of service and deadline directly through the portal, without having to call or e-mail.
7 - Accompany the activities of the attendants and the time spent by activity type, in addition to the service cost
This item refers to the workload management within the HR area. You can track which activities are performed and the time spent on them, which also facilitates the performance control of the attendants and the staff dimensioning. If desired, can even measure the cost of each service based on the value "hour / man" of people performing activities. The Cost can still be accounted for by type of activity or area that demands the services, in a kind of cost sharing.
8 - Determine the profile of necessities of employees in accordance with the most frequent demand profile
The determination of frequencies and volumes of each type of demand can be an important driver of which are the greatest questions or needs, allowing through this analysis proactive actions of containment or prevention.
9 - Evaluate the satisfaction of employees with the services provided by HR
The service level agreements usually establish quality indicators, which can be related to a percentage target of demands met on time and also to satisfy the demands of the requesters. With Qualitor, satisfaction surveys may be automatically sent to requesters so that they evaluate service; there is still a resource confirmation of closing, which helps ensure that the delivered services have met the needs and expectations of requesters.
10- Control and measure the service performance as a whole
All of the items above, combined, make part of a strategy that make up the service management. Management, implies application of methods that help ensure that the expected results are achieved. In the case of services, not being the final product of something physical or tangible, it is fundamental that works on the service to expectations. The proper establishment of these expectations, in common agreement with requesters, is essential as a quality improvement tool.