Sample Masters HR Assignment

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HR Self-Service Technology

Introduction

Human resource managers are adopting manager self-service (MSS) and employee self-service (ESS) tools to minimize labour expenses, improve service and move the duty for working on regular transactions from HR to managers, job candidates, and employees. Organizations cite human capital management as a key aspect behind their success and propose the application of technology as a thing that can greatly enhance the performance of the asset. To succeed in the modern competitive environment, companies can no longer pay for the expenses and restrictions of labour-intensive manual HR structures that add nothing to the performance of their human capital. Therefore, as a strategic function, organizations should use HR self-service technology that will reduce the attention and time customary dedicated to administrative and additional regular tasks.

Factors or key elements found in self-service technology

Mobile friendly. Human self-service technology ought to be mobile-friendly, with the capacity to incorporate mobile apps and company websites, offering the client the preference they need when they are searching for answers.

Centralized Knowledgebase. At the core, web self-service systems require a powerful, self-learning knowledge base. Through the use of linguistic technology, a company’s knowledge base ought to offer swift, accurate responses to client questions while reducing the period required to manage them (Mare, 2019). Also, by sharing a similar knowledge base between agents responding to queries on other channels and the web, organizations further gain by ensuring consistency and swift responses in all the channels.
Capacity to swiftly add new content. Organizational data, like services and products, expire quickly (Mare, 2019). Thus, companies should ensure their self-service system easily accommodate content update, with in-built sign-off of knowledge articles to ensure management approval and oversight.

Language capabilities. Clients ask queries in diverse ways and various terms, thus the self-service system ought to assist the company to understand these questions appropriately so that they can give proper responses (Mare, 2019). It is also a crucial aspect for organizations operating on a global scale, or with clients from across the globe, enabling them to offer answers in the client’s language of preference, all from a similar knowledge base.

Integration to permit effortless escalation of queries. Not every aspect can be executed via a self-service system, thus the system should enable easy escalation to other channels like telephone, chat, or email via a click of a button.

What human resources managers and the employees should understand about self-service technology

They should be clear on the strategic role of the SST. Understand whether the system is brought forward to minimize costs, satisfy clients, solidify rapport with clients, entice new market portions, or basically, rivals have already executed it? Major pitfall results from a misunderstanding of strategic function and thus offering mixed messages.

Maintain a client focus. SSTs should be designed for clients and not for technicians. Thus, it should be user-friendly, especially for clients.

Energetically encourage the use of SSTs. Your clients should understand the service and comprehend the gains of trying the system (Mare, 2019). Also, clients should be trained regarding what to do, an appropriate way to do it, and precautions to take if the technology fails.

Curb and manage failures. Any system like SST is prone to failure, which is usually very frustrating to clients. Efforts should be put in place to control and manage these failures.

Provide alternatives. Though SSTs work perfectly, not all clients will prefer to use them every time they want to interact with the organization (Mare, 2019). Thus, employees and HR should ensure there are available options for clients.

Be ready for regular updating and ongoing improvement. The extent of evolution connected to technological services delivery systems is swift and thus it is common for SSTs to become outdated (Mare, 2019). Thus, for HR and employees to succeed with SST, they must be ready for an update and constant developments.

Advantages and disadvantages of SST to HR and employees

Positives of SST

• Paperwork is reduced. Employees are delivered from mountains of paperwork since they can log in to the company’s portal and complete all necessary forms, and even sign them electronically (Handy, 2017).
• Available all-around the clock. Employees can access their data anytime using their smartphone, desktop, tablet, or laptop.
• SST increases efficiency. A good self-service system restructures processes, thus minimising workload from the HR department (Handy, 2017). All the data employees feed in their ESS portal will automatically reflect in payroll.
• Minimal workloads for admins. When employees are empowered with ESS, organizational admins don’t have to worry about acting upon regular employee inquiries, like time-off requests, payroll-connected queries, and personal data updates.

Cons of SST

• Increase in errors. Not every person is an expert when it comes to technology, thus errors are likely to increase (Handy, 2017). Also, since there is minimal human monitoring, some mistakes are likely to escalate. This might eventually lead to issues with payroll once the data is transferred.
• Minimal direct contact with employees. Since employees can use ESS to access their data from anywhere, they have less time to relate with HR personnel.
• Training. Training will be vital across all departments regarding the use of the system (Handy, 2017). Admins have a role to ensure all employees are trained on how to use the system.
• Cost. Funds are required to set up and implement the system in an organization (Handy, 2017). The expenses are usually determined by a firm’s needs, and the service provider they opt to collaborate with.

Considerations to make when making decisions regarding self-service technology

Organizations must check if the system will help them attain a competitive edge (Walters, 2006). A good SST should help a company to reduce costs, improve performance, and increase efficiency.

The system must be user-friendly (Zielinski, 2019). To curb the instance of disagreement from the changes brought by SST, the admins must ensure the system is user-friendly.

The other consideration is the resources required to set up and maintain the system (Zielinski, 2019). An organization must consider this aspect since it will determine the success of this system.

The necessary skills and expertise (Walters, 2006). An organization must consider the system to set up depending on their needs as well as available skills and expertise.

In conclusion, the self-service system is very crucial in the modern business environment since it helps an organization to reduce costs, improve performance, and increase efficiency. There are various advantages and disadvantages associated with SST between HR and the employees. SST results in reduced paperwork and workload to admins, it results in increased efficiency, and it can be accessed all around the clock. On the other hand, training is needed, funds are required, employees have less time with HR and it can lead to an increase in errors. However, the advantages surpass the disadvantages since it enables organizations to attain a competitive edge. Organizations also have to consider various aspects before installing the system because different organizations have different needs.

References

Handy, A. (2017, July 7). The Pros & Cons of Employee Self Service | Blog. Dominion Systems. https://www.dominionsystems.com/blog/the-pros-cons-of-employee-self-service

Mare, J. (2019, July 17). The 7 Components of Superior Self-service Systems. Eptica. https://www.eptica.com/blog/7-components-superior-self-service-systems

Walters, C. (2006, July 21). Transforming an HR Department Through Self-service Technology. HR Works. https://www.hrworks-inc.com/article/transforming-hr-department-through-self-service-technology

Zielinski, D. (2019, August 16). Self-Service Technology Brings Benefits and Concerns. SHRM. https://www.shrm.org/resourcesandtools/hr-topics/technology/pages/self-service-technology-brings-benefits-and-concerns.aspx

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