HR Service Excellence, SLAs & KPI Management Training Course

Course Overview

Learning Objectives

• By the end of the course, participants will be able to:
• Analyze the principles and dimensions of HR service excellence.
• Evaluate the quality and efficiency of existing HR service delivery.
• Define clear and measurable HR service standards.
• Develop effective Service Level Agreements for HR services.
• Establish service responsibilities and expectations between stakeholders.
• Design meaningful KPIs for monitoring HR service performance.
• Apply practical methods for measuring service quality and responsiveness.
• Analyze HR service performance and identify operational gaps.
• Align HR service KPIs with organizational objectives and priorities.
• Develop mechanisms for measuring employee satisfaction with HR services.
• Apply improvement actions based on SLA and KPI performance results.
• Develop an integrated framework for HR service performance management and continuous improvement.

Who Should Attend

Learning Outcomes

• Upon successful completion of this course, participants will be able to:
• Assess the quality and maturity of HR service delivery.
• Define appropriate service standards for different HR services.
• Design clear, measurable, and practical Service Level Agreements.
• Establish relevant KPIs for HR service functions and processes.
• Develop measures for response time, resolution time, quality, and productivity.
• Monitor and evaluate compliance with Service Level Agreements.
• Analyze HR service performance data and identify trends and gaps.
• Measure employee satisfaction with HR services using appropriate methods.
• Develop HR service performance reports and dashboards.
• Identify root causes of service delays and performance issues.
• Develop targeted improvement plans based on SLA and KPI results.
• Build a governance framework for ongoing HR service performance and continuous improvement.

Course Outline