| | JULY - 2023MANAGEHRMAGAZINE.COM8Em Doria is a Senior Human Resources Business Partner with extensive experience of more than 25 years. Shaped high-performing cultures at Best Place to Work Companies in a multi-national set-up from FMCG, Automotive, Electronics & HR Services. A dynamic HR professional with successful track record in building strong organizational cultures. Develops executable strategy that brings growth to company and development of high performing team.Human Resource as Customer Value CreatorTwo months ago, I had a great conversation and brainstorming session with Global HR Representative, FSE HR together with my team. It was also our first meeting ever for all of us after all the months of virtual meetings. We exchange ideas on how to support the Asia subsidiaries in managing culture change and improve the overall employee experience. Customer Value Creation is the key priority of our Global CEO. Employees are encouraged to identify who are their customer and what customer value that they can create? It sounds a commitment though, but it generates the idea to recheck what value proposition they can bring into the table.As a HR Professional, it also good to consider our value to the organization. It seems that there is an increasing number of voices questioning the function of HR and whether what it does is critical to the business. If this is the case, then HR needs to redesign its value proposition and must identify how it can contribute value to the company.In essence, the Human Resources Department serves as an internal customer service department, working to resolve issues and ensure that everyone is satisfied with their job and the company runs smoothly.Customer-Centric Human Resources FunctionCustomer-centric human resources is a term used to describe the approach of the Human Resources in which the focus is on the customers, or employees. By focusing on the needs of the employees, customer-centric Human Resources helps to create a positive work environment and improve employee satisfaction. This, in turn, can lead to improved productivity and a reduction in turnover.There are many ways to create a customer-centric human resources department, but some of the most important methods include:HR BEING THE CUSTOMER VALUE CREATOR OF THE ORGANIZATIONBy Em Doria, Asia Region HR Director, LG ElectronicsIn MyOpinionEm DoriaIn MyOpinionListening to employees One of the most important things that the HR can do is to listen to employees. By taking the time to understand the needs of employees, HR can create a more customer-centric approach. This, in turn, can lead to a more positive work environment and improved employee satisfaction.Focusing on employee satisfactionAnother keyway to make HR customer-centric is by focusing on employee satisfaction. This means creating an environment where employees feel comfortable voicing their concerns and suggestions. HR should be open to feedback from employees, and willing to consider changes based on valid feedback and or suggestions. And HR should be proactive enough in addressing any issues that may arise, and work to resolve them quickly.Who are Human Resources Customers? To me my customers are-- The Executives, Leadership Team, Line Management, Employees, Business Customers and the Community.Human Resources and the ExecutivesHuman resources act as a consultant to the Executives. HR should have an influencing skill to the decision maker of the company who has vested interest in its success.
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