Satisfaction Findings for HR Outsourcing

Surveys show mixed results when it comes to deal satisfaction in HR outsourcing (HRO). HRO Today looked at some findings from Towers Perrin and offered suggestions of how to keep everyone happy.

According to the study, organizations outsourcing major HR functions view quality delivery as a priority—and in many cases they’re not getting it.
Towers Perrin highlighted ways organizations can achieve the value they seek, such as:

  • Consistently focus on the role of the retained HR function and the skills and competencies of the people within it.
  • Complete either some or a significant amount of HR transformation work prior to outsourcing.
  • Before signing the contract, know your own situation in terms of current quality levels, volume, and the level of transaction quality fundamental to your organization.
  • Build quality into the contract through improvement clauses and metrics. Do not give quality a backseat to financial measures.
  • Develop and execute a quality plan in stages; tackle critical areas first and move forward incrementally.
  • Consider a quality council as part of governance to ensure the quality process is followed.