Feb 21, 2007

What tail is wagging the employee happiness dog?

Kathy Sierra has a great post on how user happiness is usually sacrificed at the altar of internal processes of organizations.

Users are often best served when everyone from the manager to the developers to the accountants has to spend time on customer service and support. But when that's no longer realistic, we must work hard to make sure that nobody in the company forgets who we all really work for--the users.

It's the same true for HR processes. If the appropriate balance is not applied between the two roles of "administrative expert" and "employee champion" either we can have only process orientation and unhappy employees or happy employees and wayward processes.

As a HR professional (or any other professional, BTW) are you making sure that your customers and employees are happy?