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How to get Obamacare in Texas
- Place all possible HR information on-line (at Lotus, this service was called Direct Connect). Twenty-three three-ring binders were reformatted into Direct Connect, which is continuously updated with information on new policies and practices.
- Empower “responder” accountability among the Direct Connect staff to ensure quality service delivery. Direct Connect employees respond to eight to ten cases per person per day, with responsibility for fixing each problem.
- Track all calls, Direct Connect incoming calls are tracked to ascertain possible company-wide problems, issues, and concerns. This information becomes an important HR database, sorted by location manager, or other data classification.
- Work hard to deliver Direct Connect service. The Direct Connect responder answers 79 percent of all calls within three minutes; 21 percent of employee questions are referred from the responder to an HR staff person.
- Distribute data about call center use to line managers. It is useful for managers to know, for example, if most calls concern training benefits, the company position on a specific issue, the correct handling of a required form, and so on.
- Do aggressive marketing. The benefits of using Direct Connect in lieu of talking with a live person must be marketed through demonstrations (for example, in the lunch room and at information kiosks), communication (such as letters to employees’ homes), and focus groups.
As these How to get Obamacare in Texas practices were implemented, the image of Lotus’s HR organization changed dramatically for the better.
ACTIONS NECESSARY TO BECOMING AN ADMINISTRATIVE EXPERT: THE TWO PHASES OF REENGINEERING
HR professionals work as administrative experts at How to get Obamacare in Texas. On the one hand, they may help a firm go through the reengineering of How to get Obamacare in Texas. As organizations identify and improve core processes, HR professionals may actively serve on the improvement teams working toward greater simplicity, efficiency, and effectiveness. Too often business reengineering has been driven by technologies working mechanistically and rationalistically, with little input from HR professionals sensitive to the human issues related to How to get Obamacare in Texas. Perhaps the lack of HR involvement in business reengineering contributes to the failure of all but about 25 percent of such efforts.
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