Evaluate Human Resources
Service Delivery – Element 3
How do you know what you
have done has been done
Your most unhappy customers are your
greatest source of learning. – Bill Gates
Feedback from who?
• Internal Customers – someone who
helps the organization serve the end
customer. For example, employees, other
departments, suppliers, safety officers,
• External Customers – people that come
from outside the business who use or is
directly affected by a company’s products
or services.
Why Feedback?
• Crucial to developing business success.
• Ensures your product, services and
customer support are on the right track.
• Find out the customers (internal or
external) views on how well a
service/product is performing.
• Understand your customers requirements
and concerns.
• Encourage customer loyalty
• Create long term relationships
Why Feedback?
• Improve organisations reputation and
• Enable business to focus on areas of low
satisfaction and prioritise improvement
• Enables the opportunity to remedy
• Part of continuous improvement process
How to get the feedback?
• Written surveys (feedback
• On-line surveys.
• Mobile devices.
• Telephone.
• Chat rooms.
How to get the feedback?
Focus groups.
Monitor social media.
Review meetings
Community groups and
discussion boards..
• Usability testing.- website
Task 22 – page 58
• Pros of open questions – find out more
detail, develop open conversation, create
trust, are perceived less threatening, allow
a free response. Cons – time consuming,
may result in unnecessary information,
require effort from the user.
Task 22 – page 58
• Pros of closed questions- require little
time investment, just the answer. Cons –
incomplete response, can be threatening
to user, can result in misleading
conclusions/assumptions, discourages
Open Questions
• Open questions elicit longer answers.
• Usually begin with what, why, how.
• It asks the respondent for his or her knowledge,
opinion or feelings.
• Use words like;
• What happened at the meeting?
• Why did he react that way?
• How was the party?
• Tell me what happened next.
• Describe the circumstances in more detail
Open or closed questions?
1. Was the course content was suitable for the
subject delivered
2. Describe the topics you find most informative
3. Did you find the venue/facilities were
appropriate for the training
4. Explain how the training has benefited you in
the workplace
5. Would you change anything about the course
structure and delivery. Provide an explanation
to support your reason.
What feedback is ABC
Services looking for?
• Overall employee
• Training quality
• Assessment
•Training conditions
•Learner engagement
•Work readiness
•Changes to improve training
Develop a survey – Student
• Either using survey monkey or
electronically performed develop a survey
for ABC employees to complete.
• Your aim is to determine the quality,
success and effectiveness of the training
conducted by partnering training
• Surveys will be peer reviewed.
• https://www.surveymonkey.com/home/
• Strengths and
Weaknesses – internal
environment (factors
tend to be in the present)
• Opportunities and
Threats – external
environment (factors
tend to be in the future)
Strategic planning, brainstorming
and decision making
• You'll get more value from a SWOT
analysis if you conduct it with a specific
objective or question in mind. For
example, deciding on how you should:
– take advantage of a new business opportunity
– respond to new trends
– implement new technology
– deal with changes to your competitors'
Building on Strengths
• A SWOT analysis will an organisation
identify areas of the business that are
performing well. These areas are your
critical success factors and they give your
business its competitive advantage.
• Identifying these strengths also enables
the organisation to grow and involves
finding ways of using and building on
these strengths.
Minimise weaknesses
• Weaknesses are the
characteristics that put an
organisation at a disadvantage to
others. Conducting a SWOT
analysis can help you identify
these characteristics and
minimise and manage them
Seizing opportunities
• A SWOT analysis can help identify
opportunities that the organisation could
take advantage of to make greater profits.
Opportunities are created by external
factors, such as new consumer trends and
changes in the market.
Counteracting threats
• Threats are external factors that could
cause problems for an organisation, such
as changes to the market, a competitor's
new advertising campaign, or new
government policy. A SWOT analysis can
help identify threats and ways to
counteract them, depending on your
strengths and weaknesses
Addressing individual issues
• You can conduct a SWOT analysis to
address individual issues, such as:
– staffing issues
– business culture and image
– organisational structure
– advertising
– financial resources
– operational efficiency.
Useful Websites
• Mind tools - SWOT
• http://www.mindtools.com/pages/article/ne
• Business Balls – SWOT templates
• http://www.businessballs.com/swotanalysi
• See ABC Service Agency for example
Task 23 – Page 59
• Option 1 – Employee 100 new volunteers
• Option 2 – Implementation of new
technology/computer system
• Option 3 – Leadership program to
develop supervisors.