Measuring the quality of the ING SC HR contact and services : scale development and survey results

Buisman, K.A. (2009) Measuring the quality of the ING SC HR contact and services : scale development and survey results.

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Abstract:Cause and research goal ING established an HR Shared Service Centre in 2003. This was done from a desire for economies of scale and the creation of a uniform HR-department. Over the years initiatives were taken to reduce costs and improve the quality of services. These were initiated from the internal perspective of the service centre. After the recent reorganization there was a need to analyse the service centre from literature. Running initiatives like the KTO (customer satisfaction survey) and the talent assignment were not sufficient to solve this problem. The customer satisfaction survey was focussed on the entire HR department and thus lacked detail for the SC HR Contact and Service. The talent assignment focussed on ways to involve the customer in different stages of projects. Actual perceptions of the customer were not mapped. Service quality and shared service centre literature did not provide an instrument tot measure the service quality of the HR service centre. This study has two goals. The first goal is to develop an instrument to measure the quality of services of the service centre and provide insight in the effect of service quality on several outcomes. The second goal is to assess the quality of the ING SC HR Contact and Services with the developed instrument. Some recommendations for improvement will flow from this assessment.
Item Type:Essay (Master)
Clients:
ING
Faculty:BMS: Behavioural, Management and Social Sciences
Subject:85 business administration, organizational science
Programme:Business Administration MSc (60644)
Link to this item:http://purl.utwente.nl/essays/59805
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