Payday loans

May 9, 2011

Service Quality Strategies with Olivia – The Policy Gap

Filed under: Communication,Compliance,Management Practices10:27 am

Last month, we explored the first in a series of seven service quality gaps. Today, we will discuss the second in the series.

The Policy Gap

The Policy Gap is the difference between quality standards for a service set by HR and the employees’ expectations of the service.

In addressing this gap, consider ways that you can clarify HR standards. Some suggested strategies:

  • Ensure employees have an understanding of the standards and expectations through clear and continuous communication.
  • The Employee Handbook should be easily accessible to employees and comply with legal requirements.
  • Where possible, consider offering tiered service products, such as different insurance plans to fit varying needs.

HRN is ready to assist you! Our consulting services can help you with HR forms, such as the employee handbook, management training, and more. Contact us at 800-940-7522.

Next month: addressing the Delivery Gap

Part 1: The Knowledge Gap

 

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