Human Resource: the Process of Services Management

HR (human resources) is the sphere of personnel management. HR-services seek employees, prepare them for work, and track their performance. They are responsible for training, motivation, and development in the company forming the corporate culture and the company’s image as an employer. It is the difference of HR services department from conventional HR departments that deals only with the documentation.

4 Users of HR Services Internal

Among the HR Services internal users, one may note the following elements: executive management, line managers, employee, and all other staff. The key needs of executive management (senior director, VP) are statistics: they need forecasting and budgeting and personnel data: they need to affect their decisions (particularly, economic decisions). Line managers including department managers, section managers, and others need in coaching expressed in dealing with their staff and disciplinary actions. For example, they should be guided and assisted by managers in some cases. The third important asset of HR services user is an employee. He needs good working conditions where there is no place for discrimination. In its turn, gratified employee leads to the company prosperity. Finally, all other staff needs training and contracts. Ensuring that contracts are filled correctly and within legal rules as well as being supporting, understanding, and confidential motivates staff to work harder.

How HR can Ensure Needs of 4 Services Users

It seems important to apply several techniques in order to integrate the company and ensure needs of users. For example, corporate spirit, in other words, the unity of purpose, values, and norms influences unity of direction of the company in general. Each group operating under the same goal should be united by a common plan and subject to the same supervisor or manager. If there is a situation of subordination of an employee to more than one head, then managers should agree about the urgency, importance, and volumes of jobs for him. Moreover, mutual trust between employer and employees, employees with each other, staff and partners, and employees and customers contributes to the success and quality of work as well as to the creation of comfortable interpersonal relations (Foster, 2013). The initiative of new ideas and the development plan ensuring company’s successful performance give it the power and energy. Additionally, discipline expressed in the respect and implementation of the agreement between the organization and its employees promotes a high quality of work and job satisfaction.

Communication Methods

One of the functions of the HR-services in the company is uninterrupted supply and support of internal communications (Price, 2011). Streamlined communication process in a company facilitates the flow of internal processes of life and plays a prominent role in the process of adaptation of new employees forming their loyalty to the company and increasing it in already working people. How to convey the necessary information to the employees? How to build a successful system of internal communication in the company? There are five methods available virtually to any HR-services.

First of all, a face to face communication (interpersonal communication) is the most common type of internal communication in the organization. Communication between the informal groups can span a set of relationships from domestic to industrial. The basis of this type of communication is information circulating through the channels of informal communication. Sometimes managers specifically trigger “rumors” to test the response of the team on possible future solutions (for example, personnel changes).

Second, the public or mass communication is the process of communication of information through technical means or the means of mass communication in numerically large groups of people: the press, radio, cinema, and television. The disadvantage of that method is that it limits the possibility of feedback.

Third, electronic methods (e-mail, phone, and teleconferencing) promote to the creation of necessary conditions for the exchange of ideas, thoughts and information between people, departments, between the organization and its environment. Besides, the main disadvantage of written forms of communication (letters and reports) appears in taking some time to reach the required destination.

In addition, almost every company has information boards or corporate newspaper; they are usually placed on each floor. If the employee would know that the info desk he or she sees includes not only static information but also something new, bright and even entertaining, the employee passing by the stand would always turn his attention to it.

Communication is a vital link between managers and subordinates, as it is a tool for the coordination of help and information on all levels of management. Therefore, communication plays a significant part in the development of the organization as a whole organism.

Key Components of Effective Services Delivery

  1. The first element of the successful services delivery is building and maintaining good relationships. They use here an emotional intelligence theory when the ability to recognize emotions, to understand the intentions, motivations, and desires of others as well as the ability to manage emotions of other people in order to solve practical problems are applied.
  2. Handling and settling complaints between services users sometimes seems quite easy but it is not. It might be human errors or computer failure that would lead to the misunderstanding and complaints. Therefore, HR services should develop and adopt communication standards with the customer during the services, which is implemented in the learning process and the subsequent motivation.
  3. Dealing with difficult customers who are rude, disrespectful from time to time requires a special strategy. A close attention to customers would increase the level of their satisfaction the services and the possibility of repeat purchases. Therefore, it is impossible to dismiss the difficult customers. On the contrary, HR services managers should take them as an important source of marketing information.
  4. Timely service delivery is one of the aspects that distinguish a flourishing company. Services provided in a timely manner always lead to customers’ pleasure.
  5. Budget implications are based on the principle of separation of actual needs and formed on an assessment of existing staff competencies, prioritizing internal projects, and activities aimed at both the retention of valuable staff and improvement of its effectiveness. The above approach to budgeting of HR-services brings the most of the business development.
  6. In order to develop the organization, HR-services professionals should utilize continuous improvement component seeking for innovative methods and strategies in the field of personnel management. Thus, the effective services delivery requires a full set of components.


In conclusion, it should be stressed that the notions of the HR services described in this paper are important in order to understand the process of successful services delivery management. Knowing about the key components of effective services delivery, communication methods, and users contributes to the awareness of how HR services should work.


Foster, S. (2013). HR ready: Creating competitive advantage through human resource management. New York: Felden Business Books.

Price, A. (2011). Human resource management (4th ed.). New York: Cengage Learning.

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