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June 7, 2011

Service Quality Strategies with Olivia – The Delivery Gap

Last month, we discussed the second of the potential gaps in service quality. Today, we will look at the Delivery Gap.

The Delivery Gap

The Delivery Gap is the difference the standards that are established for service delivery and the responsible individual or team’s actual performance in delivering the service.

In addressing this gap, consider the many touch points between HR and its customers (employees). Some suggested strategies:

  • Conduct educational meetings so that employees understand how to use the service and what their roles and responsibilities are in the process.
  • Clarify performance standards and metrics with the individuals or teams responsible for delivering the service to employees.
  • Work to select, install, and effectively utilize appropriate technology in the service delivery process.

HRN is ready to assist you! Our products can help with automating your performance management and salary administration processes. Contact us at 800-940-7522 for more information.

Next month: addressing the Communications Gap

Part 1: The Knowledge Gap

Part 2: The Policy Gap




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