Literature Review on Development of ‘customer service model’ for the HR Directorate

Running head: LITERATURE REVIEW
Literature Review on Development of ‘customer service model’ for the HR Directorate
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1LITERATURE REVIEW
Table of Contents
Introduction......................................................................................................................................2
Discussion........................................................................................................................................2
Findings from the discussion section...............................................................................................4
Conclusion.......................................................................................................................................5
References........................................................................................................................................6

2LITERATURE REVIEW
Introduction
The literature study is reflected on developing of customer service models for HR
Directorate in Anglican Diocesan Services (ADS) so that they can provide better human resource
services to their customers. In order to develop the customer service model for ADS, there is
improvement in three key areas such as service management, service quality model plus service
center. The current business condition of ADS is such that the company is not providing quality
as well as technical services to clients. The company has not supported any business structure
which can meet with their business needs. In order to achieve their organizational goals, ADS
decided to develop a customer service model. Tang and Tsaur (2016) discussed that the customer
service model is provided line of sight among working staffs. Reilly and Williams (2016) argued
that development of customer service model can increase into business efficiency plus reduce
cost infrastructure towards Diocesan agencies.
Discussion
Berman et al., (2019) discussed that the customer service model for HR Directorate is
helping to get close to the customers and understand needs and expectations, and specific to the
each HR segment. The products as well as services are designed to enhance the needs of
customers plus their expectations. Gabriel et al., (2016) argued that HR service delivery is
related to how HR services plus information are to be delivered to the employees, via the Omni-
channel experiences like SMS, customer service chat, telephone calls and others. The HR
departments of ADS are looking at the standard HR processes and deliver better customer
services in the future. Wilson et al., (2016) mentioned that in order to stay competitive in the
digital transformation, the HR professionals are focused to build workplaces in future. Moving
towards automated HR customer service model, ADS achieved following benefits such as:
Automation of workflow: Chen, Zhu and Zhou (2015) stated that minimization of the
manual work is being critical to perform. Based on the current business functions, ADS is
performing manual HR work, therefore there is possibility of more errors, project delays as well
as missed project deliverables. Without HR automation, it is difficult to focus on HR strategic
initiatives.