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Optimize HR Service Delivery

Implement people, process, and technology solutions that improve service delivery and enhance the employee experience.

  • Employees, as HR’s customers, expect their HRSD experience to be efficient, reliable, and easy to use, providing quality and timely responses to inquiries.
  • Since HRSD encompasses many processes, teams, and technologies, it is often unclear what solutions HR organizations must implement to optimize their service delivery.
  • Implementing solutions without a strong understanding of organizational priorities or HR and customer needs leads to poor resource allocation and wasted efforts.
  • Failing to adopt a continuous improvement mindset risks stunting long-term HRSD success.

Need Extra Help?
Speak With An Analyst.

  • Get on-demand project support
  • Get advice, coaching, and insight at key project milestones
  • Go through a Guided Implementation to help you get through your project
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Our Advice

Critical Insight

Effective HRSD optimization requires a critical examination of the people, processes, and technology that powers it. Long-term success depends on an organization's ability to align this data with HR and customer needs, implement targeted solutions, and foster a continuous improvement mindset.

Impact and Result

  • Streamlined HR operations and delivery of services to HR’s customers.
  • Optimized use of HR technology systems, improving ROI of technology investments.
  • Elevated HR team capabilities for delivering quality services and meeting expectations as defined by service metrics and KPIs.
  • Increased capacity for HR to focus on strategic rather than administrative work, reinforcing HR as a trusted strategic partner.
  • Improved employee satisfaction relating to HR services, operations, and support.
  • Strengthened trust and partnership between employees and HR.

Optimize HR Service Delivery Research & Tools

2. Assess the current state of selected services

Use design thinking methods to examine the current approach of HRSD for services in scope for optimization.

Discovery Interview Guide
Standard Focus Group Guide
Focus Group Data Template
Empathy Map Template
Journey Map Template
Process Mapping Tool
HR Metrics Library
HR Metrics and Analytics Selection Guide

3. Select optimization solutions

Explore and select solutions, prepare a roadmap, and develop targeted HRSD optimization solutions.

Brainwriting Guide
HRSD Action and Change Management Plan
Map Out Your Business Case Tool
Business Case Presentation Template

4. Plan to implement solutions

Prepare change plans and implement solutions and ensure the long-term success of optimized HRSD.

Change Action and Communication Plan
Standard Internal Communications Plan
Communication Channels Catalog
Service-Level Agreement Template
Optimize HR Service Delivery preview picture

About McLean & Company

McLean & Company is an HR research and advisory firm providing practical solutions to human resources challenges via executable research, tools, diagnostics, and advisory services that have a clear and measurable impact on your business.

What Is a Blueprint?

A blueprint is designed to be a roadmap, containing a methodology and the tools and templates you need to solve your HR problems.

Each blueprint can be accompanied by a Guided Implementation that provides you access to our world-class analysts to help you get through the project.

Need Extra Help?
Speak With An Analyst

Get the help you need in this 4-phase advisory process. You'll receive 11 touchpoints with our researchers, all included in your membership.

Guided Implementation 1: Prepare to optimize HR service delivery
  • Call 1: Understand the key success factors and explore the catalyst indicating a need for HRSD optimization.
  • Call 2: Assemble a project team and prepare to conduct a high-level assessment of HRSD performance.

Guided Implementation 2: Assess the current state of selected services
  • Call 1: Examine the current approach to service delivery.
  • Call 2: Discuss how to uncover additional insight on customers’ experiences with service delivery.
  • Call 3: Theme insights to articulate “how might we” statements and set goals for HRSD optimization.

Guided Implementation 3: Select optimization solutions
  • Call 1: Discuss how to use “how might we” statements to brainstorm HRSD solutions.
  • Call 2: Evaluate effort and impact of solutions to determine move-forward decisions.
  • Call 3: Prepare a roadmap and action plans for solutions selected to move forward.

Guided Implementation 4: Plan to implement solutions
  • Call 1: Prepare an overarching change plan and high-level communications.
  • Call 2: Outline how to develop a change management plan to implement each solution.
  • Call 3: Discuss next steps for monitoring and iterating HRSD solutions and fostering a continuous improvement mindset.

Contributors

  • Fouad R. Abdallah, Director of Human Resources, Antonine University
  • Yvonne Bell, Chief People Officer, AppLogic Networks
  • Rachel Hardman, Director, HR Operations, Info-Tech Research Group
  • Melanie Jacobs, Global Process Owner Talent, Performance and Learning, Sappi
  • Saurabh Kumar, CEO and Co-Founder, Rezolve AI
  • Lisa Murray, Senior Manager of Human Resources, City of Lacombe
  • Mujda Rasoul, Vice President of Operations
  • Ajit Singh, Chief People Officer, Midland Credit Management
  • Daniel Spadafora, Head, HR Technology, Operations and Employee Recognition, Bruce Power
  • 2 anonymous contributors

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