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    Implementing Human Resources Balance Scorecard Implementing Human Resources Balance Scorecard

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    MadhuPreethi Nachegari
    Verizon implemented a Human Resources Balanced Scorecard to address high turnover rates and poor customer service. Key steps included aligning HR goals with business strategy, defining metrics in areas like leadership development and customer satisfaction, and tracking financial impacts. Over time, the HR Scorecard helped Verizon monitor workforce trends, diagnose issues, and improve employee engagement and productivity in support of business goals.

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    Implementing Human Resources Balance Scorecard Implementing Human Resources Balance Scorecard

    Uploaded by

    MadhuPreethi Nachegari
    329 views16 pages
    Verizon implemented a Human Resources Balanced Scorecard to address high turnover rates and poor customer service. Key steps included aligning HR goals with business strategy, defining metrics in areas like leadership development and customer satisfaction, and tracking financial impacts. Over time, the HR Scorecard helped Verizon monitor workforce trends, diagnose issues, and improve employee engagement and productivity in support of business goals.

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    Verizon implemented a Human Resources Balanced Scorecard to address high turnover rates and poor customer service. Key steps included aligning HR goals with business strategy, defining metrics in areas like leadership development and customer satisfaction, and tracking financial impacts. Over time, the HR Scorecard helped Verizon monitor workforce trends, diagnose issues, and improve employee engagement and productivity in support of business goals.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    329 views16 pages

    Implementing Human Resources Balance Scorecard Implementing Human Resources Balance Scorecard

    Uploaded by

    MadhuPreethi Nachegari
    Verizon implemented a Human Resources Balanced Scorecard to address high turnover rates and poor customer service. Key steps included aligning HR goals with business strategy, defining metrics in areas like leadership development and customer satisfaction, and tracking financial impacts. Over time, the HR Scorecard helped Verizon monitor workforce trends, diagnose issues, and improve employee engagement and productivity in support of business goals.

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    Implementing Implementing Human Resources Human Resources Balance Scorecard Balance Scorecard

    Facts

    Verizon Communications Inc. was formed in 2000 with the merger of Bell Atlantic Corp and GTE Corp

    Verizon, headquartered in New York , is a leader in delivering broadband and other communication innovations to wireline and wireless customers

    Outline

    People Factor

    Challenge

    Business Strategy

    HR Analysis

    Recomme ndations

    HR Practices

    Challenge

    TURNOVER (Customer & Employee) and CUSTOMER SERVICE quality were the major problem of telecommunications companies in USA

    Communicating GTE new strategy and linking HR actions with business results Developing people Monitored financial result

    HR Balance Scorecard

    Peoples Factor
    Garrett Walker Project Director of PMA (Performance Measurement Analysis) Charles R Lee CEO and Chairman of GTE ..$75 million a year to train our employees. What do we get for that? HR People has issue with measurement culture J R Macdonald Head of Human Resources Need quantitative model for measurement The Balanced Scorecard by Kaplan & Norton as a guidance Lead the HR measurements core team At the beginning, having difficulties to get some data

    Specialized in Human Resources issues Estimate the profit and loss at GTE

    Saratoga measurements are being used at GTE scorecard systems

    Lesson Learn #1

    Verizon HR has effectively designed and implemented a strategic management system With HR Scorecard model

    Strategy Alignment

    Defined Goals

    Competitive Capability

    Strategy Map/linkage

    Metrics

    Business Strategy
    LEADERSHIP 2000 To become worldwide player in telecommunication
    People Imperatives Grow talent to increase the value delivered by the workforce 5 Strategic Thrusts New behaviors, actions, and capabilities to drive the business results

    Talent

    Leadership

    Customer Service And support

    Organizational integration

    HR Capability

    Lesson Learn #2

    HR Balance Scorecard is

    a method of financial and non financial measurement


    including leading and lagging indicators , by focuses on the drivers of success and is linked to the company`s strategy

    HR Practices
    Strategic Perspective Measures GTE success in achieving the five strategic thrusts

    ROI in training technology, staffing , risk management cost of service delivery

    Financial Perspective

    Operational Perspective

    Service perception Employee engagement Competitive capability Links to productivity

    Customer Perspective

    Staffing Technology HR processes And transactions

    HR Practices
    The first 6 month Things didn`t change HR dept. tend to eliminate certain measures if performance poor
    REVIEW

    Start

    Managers Resistance as they scared to lose control

    Compensation

    Measurement will be useless when the business strategy change


    Financial Payoffs

    Base pay 25% to 40% Executive 10% HR

    Separation rate Exit interview Benefits

    Absence rate

    Lesson Learn #3

    HR Scorecard helps the company

    to monitor workforce indicators ,


    to analyze workforce statistics, to diagnose workforce issues , to calculate the negative financial impact , to prescribe solutions and track improvements

    Strategy Maps

    Strategic

    Operations

    Customer

    Financial

    Sales competencies

    Establish Ongoing assessment of targeted employees

    Service

    Increase Shareholder value

    Understand employee skill gaps

    Provide target training and services

    Partnership

    Revenue from current customer

    Lesson Learn #4
    To implement to HR balanced scorecard, Verizon HR successfully change by having the guidelines of Leading change, Creating shared need Shaping a vision, Mobilizing commitment ,

    Building enabling system ,


    Monitoring and demonstrating progress And Making it last for sustainable

    Recommendation

    Full Support from Top Management as Sponsor

    Need to adapt to business strategy which always changed

    Every people should understand the purpose of scorecard

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