ABSTRACT
This chapter underpins the key principles of human resource (HR) department. The first place to start in any change process is to secure the support of HR staffs senior management. Once they have senior management endorsement to proceed, it would be appropriate to set up a project team. The views of customers are critical in the justification for change and/or in defining what change is necessary. If the main driver for the introduction of HR shared services is to reduce overall HR costs, it is vital to properly assess what these are before the project commences. Customer service and interpersonal skills are likely to be required across the board in staffs more client-focused operation. Many of those who have designed shared service structure have admitted that they gave insufficient attention to the views of customers. Depending upon how HR staffs structured their project team, they may have involved employee representatives in the project from the start.
