ABSTRACT
The first step in achieving an effective design for your HR service is to build a strong understanding of how customers from all around the organization view the current service; establish what it is they value, the gaps they perceive in that service and what they would like to see as outcomes from a new way of working. However, it is at this stage that many organizations fall into the basic trap of allowing the detail of HR process and technology to dictate the outcomes. While technology is a key enabler, it must not be construed as the
panacea that will in itself deliver a perfect service. In isolation technology alone will not deliver the improved efficiency and effectiveness that will allow HR to deliver on its strategic agenda. It is simply a tool.
