Branded Customer Service—The New Competitive Edge

Chapter 9. Human Resources—The Window to the Corporate Soul

Human resource departments are undergoing a profound change. Since the advent of the balanced scorecard concept,^[1] organizations around the world have begun to position their human capital expertise as one of the strategic elements of business success. While some HR departments are still primarily filling out forms, handling staff benefit issues, and making sure the organization is in compliance with labor laws, growing numbers of HR professionals have become strategic consultants to top management. In fact, software now makes it possible for line managers in many organizations to handle a lot of traditional HR administration, leaving HR time to focus on organizational development and ...