Feedback from customers, as well as internal and external organisational stakeholders, provides us with a valuable opportunity to identify ways to continuously improve human resource management across the business.
The opportunities are only available if the private or public sector organisations are brave enough to capture the feedback, analyse the trends and proactively drive improvements!
Organisations can use a number of methods to source and channel stakeholder feedback, for example;
- internal and external surveys,
- feedback cards,
- complaint processes,
- blogs or service comments and testimonials.
- Performance management on an individual or team basis for example through KPIs.
Much of that feedback inevitably relates to staff performance, both good and poor.
On the upside, positive feedback can provide a valuable opportunity to reward and acknowledge teams in a timely manner.
Just as significantly, negative feedback should be seen by organisations as a thermometer of the business unit. Effective complaint management can be a powerful early warning system of deeper people management issues that need to be addressed.
The key then becomes how to efficiently capture the data, and use that information to identify and implement sustainable improvements in people management processes and systems.
Complaints from internal and external stakeholders often indicate one or more of the following people management processes needs review;
- Recruitment processes
- Induction processes
- Training and development
- Workforce planning affecting service delivery (staffing or deployment models)
- Performance management
- Conduct management
- Work, Health and Safety
- HR policy design and/or implementation
- Welfare management
What do you need to do?
The first thing to do is to ensure you have a structured process around regularly sourcing and capturing complaints and feedback.
The next step is to analyse that data objectively and really consider the various issues that may sit behind the negative comments.
Build the discussion on feedback into your regular team meetings and communication processes. This depersonalises feedback in many situations and helps to focus on the issues, rather than the person. Issue-based resolution will often result in more long term and positive outcomes. Actively involve your teams in the process as they will offer a valuable and different perspective in problem solving.
If you would like assistance in developing a feedback management system and/or training and development in this important area for your team please contact us.