Chapter 20 UAEImproving Internal Service: Leveraging HRM to Drive Organizational Change
Scott L. Martin
Case Synopsis
The Covid-19 pandemic created financial challenges for United Bank. The human resource management (HRM) function was tasked with improving the organization’s efficiency and effectiveness. Needs analysis indicated the organization would benefit from improving the quality of internal service. The organization development (OD) team led a multi-phase intervention to improve internal service. The initial phase involved a communication campaign to enhance awareness regarding the importance of internal service. The project included a study to identify the dimensions of internal customer service and the ...
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