302 results
of 21
In early 2015 I was asked to begin building a new team in Amazon’s HR Shared Services department focused on measuring and developing the way employees experience our services. I admit that the initial charter was somewhat daunting – to benchmark Amazon’s external custom...
Strategy Business context During the first 12 years of its existence, Global Business Services (GBS) – HP’s internal shared services organization (SSO) – has built a strong track record in process delivery with high productivity, outstanding quality and client sat...
As shared services organizations, we all appreciate the strategic importance of elevating the experience and satisfaction of all our customers, be it our clients who we have contractual relationships with, or the customers/users of our service on a day-to-day basis. N...
So you measure customer satisfaction. The results seem to be good and you show some improvement. But somehow when you talk to customers they seem to never appreciate your services. Every problem is magnified by customers and you often feel as they blow it out of propo...
Why do outliers matter? They force you to ask yourself hard questions about why a segment of your customers is having such a horrible experience with your service
When a service delivery organization is in the launching or in the planning phases of introducing a Shared Services Center an important question that must be addressed in a structured way is centered on "employee engagement". 
Gain valuable insights from employee experience professionals from Charles Schwab, Chevron, HP and more as they share their responses to the following questions:
1. Cara, can you please explain your role at The Hanover Group Insurance to us?
Oxford, UK, 1 August 2013 – A new employee referral service that launches today, Talentpools (www.talentpools.me ) brings affordable software to start-ups and small and medium sized businesses wanting to harness the power of recommendation from their existing staff. T...
As companies expand globally, pressure builds to make sure that their HR and compliance policies are sound. A USA location-cenric approach does not necessarily "scale" up to account for an enlarged global footprint. Small errors can compound exposure as headcounts gro...
How to measure customer experience the Amazon way – and that means, as you'd expect, applying strict data analysis
How do you leverage data for the decisions taken in HR Services the 'Amazon way'?
New research on human experience in the workplace reveals happiness as the key ingredient for engagement and productivityDoes your workplace foster happiness?
302 results
of 21