Sessions

Concurrent Session
CASE STUDY: Creating Client-Centric HR: HR at Your Service
The Westin Mission Hills Resort & Spa - Ambassador 5-7
Thursday 10/04/2012 10:45 AM - 12:15 PM   Add to calendar
1.50 Business Credit
Workplace Application:
Learn lessons from the best hospitality and service organizations on how to create and sustain a client-centric HR department that meets the needs and earns the respect of line managers. 

Saying “we serve our clients” is one thing, but benchmark hospitality and service organizations make this commitment real in everything they say, write, and do. Service-oriented HR departments have learned what makes them valuable in the eyes of managers and their employees. They learn what their clients need, want, and expect from and then demonstrate that the HR solutions they produce are cost-effective, making HR’s service meaningful and memorable. Knowing the behavior and actions that make a service encounter with HR a memorable experience is what differentiates the HR department that has influence in crucial decisions from one that is merely “there” in the organization.  You will learn how you can apply the lessons learned from these benchmark companies to better serve your employees and customers and how HR can enhance its influence on an organization’s mission and business goals through client-centric actions and activities.

Gary P.  Latham Photo
Presenter:
Gary P. Latham, professor,
Rotman School of Management, University of Toronto
Robert C.  Ford Photo
Presenter:
Robert C. Ford, professor,
University of Central Florida