OverviewFocusing on the day-to-day delivery of quality service that can drive a successful partnership between the Human Resources (HR) department and the rest of the company, this handbook demonstrates how HR managers can and must ensure that their teams develop the ability to anticipate and attend to the needs, wants, and expectations of managers and their employees. As it provides practical tools and guidance on building world-class HR departments, this guide aids HR leaders to plan for future client needs, conduct internal audits, and hire as well as reward customer-centric individuals. Lessons learned from thriving businesses, such as Walt Disney Co., Marriott International Inc., and Darden’s restaurants, are also applied and explained in the HR context.
Reviews“In Becoming the Evidence-Based Manager, Gary Latham delivers a well-reasoned and highly practical approach to delivering superior results through more scientific management approaches. Having seen some of his ideas implemented in our organization and others, I can easily testify to their effectiveness. This book is a welcome respite from some of the more common psychobabble on the art of management and leadership.” —Donald Guloien, President and CEO, Manulife Financial, on Becoming the Evidence-Based Manager
“The customer-centric model that Gary and Bob skillfully layout in HR at Your Service is one that anticipates, understands, plans for, and proactively addresses the needs of business leaders, managers, and employees. What better formula for a successful HR department and its leadership?” —Sue Meisinger, former president and CEO, Society for Human Resource Management
"Latham and Ford insightfully apply principles of client service to human resource work. With wonderful cases from leading companies like Disney, Ritz, NORPAC, Southwest, Darden, Nordstrom, and Stora Enso, they show how HR can better find out what managers and employees need, want, and expect and then exceed those expectations. Their ideas are pragmatic, insightful, and helpful. This is a useful and good book." —Dave Ulrich, professor, Ross School of Business, University of Michigan
Author BiographyGary P. Latham is Secretary of State Professor of Organizational Behaviour in the Rotman School of Management at the University of Toronto. He is also the author of several books, including Becoming the Evidence-Based Manager: Making the Science of Management Work for You. Robert C. Ford is a professor of management in the College of Business Administration at the University of Central Florida. He is the author of several books, including Managing the Guest Experience in Hospitality. He lives in Orlando, Florida.