A former boss once said that her goal for the HR service delivery organization was for it “not to be an issue, not to get in the way.” I always liked that perspective. In running service delivery organizations I’ve always thought that the best practice was to be “quietly efficient” and that the best compliment would be the following answer the question, “What do you think of our service?”…
Answer – “Gee, I haven’t really thought about it.”
To me, that says we’re not getting in the way and that my customer/client is focusing on other important things, and not how to deal with service issues.
