Contemporary Issues in HR Service Delivery: A Facebook Case Study

This report provides an in-depth analysis of the HR service delivery model employed by Facebook, focusing on the challenges and solutions they have implemented to enhance employee efficiency and satisfaction. The study begins with an introduction to Facebook, its mission, vision, and organizational structure, highlighting the company's rapid growth and the associated difficulties in connecting with employees. The report then delves into the types of HR service delivery used by Facebook, contrasting them with traditional models, and examines the influence of the CEO and senior management on organizational culture. It further explores the factors shaping Facebook's HR delivery structure, including technology, budget, employee loyalty, organizational culture, and industry competition. The report also discusses the impacts of implementing new HR models, emphasizing the need for transformational frameworks and strategic directions to ensure successful change within the HR leadership. Finally, it highlights the importance of establishing new interactions between the HR department, CEO, senior management, and employees to facilitate a smooth transformation of HR roles and structure, ultimately contributing to Facebook's business success.

Contemporary Issues in HR Service Delivery1
CONTEMPORARY ISSUES IN HR SERVICE DELIVERY
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Executive Summary
The article highlights the HR delivery model used at Facebook, which can be used to
counteract on the challenges realized in the traditional service approach. Such a move has been
enhanced to improve the efficiency of the employees at different regions across the world. The
article utilizes the contributions of the CEO among other senior management officials and long-
serving employees to predict the future of Facebook in such a consideration, Facebook adopts a
new HR service model that is aimed at improving the employee service in the industry and
promoting customer satisfaction, while maintain their mission and vision.

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Contemporary Issues in HR Service Delivery
Introduction to Facebook
Facebook is an online social and network platform with American decent that was
launched in 2004 and has expanded globally becoming the most popular and largest social media
site. The corporation was founded by Mark Zuckerberg, who is also the CEO alongside some
other colleagues. However, through the focus of the firm in the mission and vision, it has led in
the global online social networking markets.
Mission
“To give people the power to share and make the world more open and connected
(Facebook, 2017).” The corporate mission statement of Facebook is determining the techniques
that can be used in growing and developing the company, which are the strategies used to
achieve the vision.
Vision
“People use Facebook to stay connected with friends and family, to discover what is
going on in the world, and to share and express what matters to them (Facebook, 2017).”
Facebook’s vision statement is used in describing the business conditions in the organization is
likely to achieve.
Organizational structure of Facebook
Facebook has one of the rapidly growing virtual platforms has encountered various
challenges in connecting with the top managers and employees due to the HR delivery structure
used in the organization. However, such a challenge is likely to be received in any expanding
team or company due to an increased size that limits the connection between workers. Besides,
the company has developed various mechanisms to address the issue through the establishment

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of working groups of ten members. Such a consideration has influenced the connection between
its members as suggested by Lori Goler, the people's vice president to improve the organizational
culture. Such a strategy has assisted in balancing its global growth and sticking to its core values
and missions to realize success. Nevertheless, in promoting the role of HR and delivery
structures at Facebook, various tenets were suggested by Goler. For example, being focused on
the mission has helped its workers to enhance the culture of success, which will help the
Facebook users in developing a community. The community instead will be built by the products
offered by Facebook (Facebook, 2017). As well, the build a strong community, the recruitment
process and interviewing of potential Facebook employees should be factored in to help in
promoting organizational culture and mission since they add to the value of the company. Such
notions have been supported by one of the longest serving former worker after CEO Mark
Zuckerberg, Kevin Colleran. Colleran indicated that Facebook was experiencing a tremendous
growth both in a number of users and revenues while working on maintaining its culture across
the board.
Type of HR service delivery and the traditional model
Facebook has demonstrated significance its HR structure by playing around with the
strength of the employees through exit interviews and personal assessments. Such a move is
critical to understanding the feelings of the employees about their assignments and establishing
new methods that can assist in improving their present state. On such a note, Goler commented
that the differences people employees that stay for a longer duration to the ones that take short-
time before quitting are the decision on playing about individual strengths. More so, workers
who contribute to the best of their abilities are likely to enjoy their stay at Facebook, which adds
to the accomplishment of the overall mission of the organization. Besides, through self-

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assessments, the HR managers will realize the weaknesses of different individuals that help in
acknowledging their downfalls in event of occurrence. From such a move, Facebook is evident to
embrace failures of its workers that create a culture of consolidation.
The communication structure at Facebook is open for feedbacks that have assisted in
enhancing success when something needs to be done or improved. Furthermore, Facebook is
dedicated to supporting the life of its employees outside of work, which indicates its
responsiveness at different stages of life, like parental and bereavement leave when necessary.
Much more, Zuckerberg has maintained the authenticity as the CEO, which has enabled the
workers to feel connected to the boss, perform better and realize personal satisfaction. On the
same note, the humanity of the CEO has various impacts on the contribution of the workforce in
the different teams since they can perceive his transparency and warm in his position.
Ulrich’s three-legged stool model of HR function
In the model, the demonstration and organization of human resource functions is
implemented by Facebook due to its large size that can be divided into three sections. For
example, the shared service activities with the customer call center in the organization that helps
in providing administrative support to management. As well, Facebook has business partners that
help in coordinating activities and initiation of change management processes. Further, the
different centers of expertise in Facebook ensure technical assistance to the firm. In such a case,
the three-legged approach is vital in the formation of Facebook’s corporate HR team.
Meanwhile, expect the employees to take initiatives can be used in gauging the level of
connection or withdrawal in the organization since enthusiastic ones will figure out how to
accomplish the goals on their own. In such a regard, the autonomy level in the company will
assist in reminding employees the value of their efforts in the organization (Mejia, 2017). For

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example, Zuckerberg reminds the employees in an interview that working at Facebook do not
require a given level of experience but rather a personal contribution in the realization of
company's goals and objectives. Therefore, Facebook has devised various methods of enhancing
the performance of their workers through increasing connection with the boss to deliver on their
roles.
Factors shaping the HR delivery structure
In efforts to ensure success in accomplishing the Facebook's goals and objectives, the HR
department has a significant role in enhancing strategies to the organizational expectations. In
such a case, Mark Zuckerberg can blame the HR professionals as a barrier to the acquisition of
competent workers in the company due to an uninformed decision made during interviews and
recruitment processes. From such a note, it is significant that the HR team should recognize
factors that affect their ability to deliver efficient towards the success of the organization. Some
of the factors responsible for shaping the HR delivery structure include;
Structure and Technology
The rapid development in technology has significantly contributed to the growth of the
Facebook in terms of revenue collection and number of users. However, implementation of
modern technology has presented a challenge to HR department through the development of
work and life conflicts in the technical teams. In such a provision, HR managers have found it
hard in determining whether the employee is at work or working from home through devices,
like laptops, tablets, pagers among others. Besides, high-tech savvy makes it challenging for HR
teams to develop mechanisms that can enhance effectiveness in delivery by maintaining a proper
balance between social and work life.
Size of budget

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Since the HR department is perceived as non-revenue generating, Facebook is likely to
allocate it less budget for its activities. Such a move is likely to negatively affect their
contribution towards the success of the organization since inadequacy will be realized during
training and recruitment. As well, with little money for the HR group, employee retention will be
extremely difficult since they will lack motivation on their performances. Furthermore, Facebook
might challenge the HR through budget by deciding to outsource certain practices, like payroll
development making the department lose control of the process.
Loyalty of the employee
Employee loyalty is essential in the delivery process of the company, which can be
supported by studies on human resource. In such a consideration, it was reported that appreciated
workers, recognition for performance, challenging assignments and award of promotions are
dependent on the individual contribution and performance in the organization since the best are
more likely to maintain their loyalty to the company. Through such a measure, Facebook has
shaped its HR team by providing open policies, effective communication patterns, improving
staff morale, and developing problem-solving strategies to enhance the commitment of the
workers.
Organizational culture
Policies to be implemented by Facebook will be based on the opinions and input from the
top leaders, like CEO Zuckerberg. Such a move will enhance the demonstrated ability or
competence of the HR group in handling given areas, like budgets, finance, operations. However,
if the HR is the last to be informed of the implemented policies in the organization, the level of
participation or reinforcement might be poor because of the neglect of their decisions in

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development. In such a case, the HR team will have a negative implication on the employee
morale following the implementation process due to senior leadership in the organization.
Industry and Competition
The level of competition that Facebook faces among other social sites affects the ability
of the HR team to recruit qualified employees since competitors might offer better or attractive
opportunities than them. However, if the company competes fairly, the HR department will have
an easy time in the selection of new workers since they will visit the company's website on their
own. In such a consideration, Facebook will save on advertisement costs due to the strong
reputation built in the social market allows it seek qualified candidates for the vacant positions.
On the other hand, the human resource department will be dedicated to developing relevant
materials for recruitment and attend public fairs to attract more candidates. Meanwhile, the HR
department should develop initiatives for retaining their key employees to enhance delivery on
success while avoiding losing them to stiff competitors.
Impacts of implementing new HR models in the organization
Due to the differences in the size, design, and implementation of the HR functions,
transformational frameworks should be developed to assist in guiding the future or next
generation of HR. for instance, the HR needs to understand the starting point to provide a link
between people, business environment, and roles. Such a factor should be proceeded by setting
strategic directions for the design and designing of an appropriate infrastructure to support the
new structure to be implemented. The assessment of the HR roles and delivery structure has
several implications in the organization. However, it is clear that the critical elements in the HR
service delivery will remain constant to allow for the realization of the benefits of the
implementation of changes. In such a consideration, the HR managers need to develop a vision

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and be convicted in the establishment of the next generation of employees, which will call for
transformation in the functions of the leaders to enhance business success. As well, the leader
should be willing to challenge the status quo of Facebook to realize changes in the
responsibilities accorded to the HR team and their interaction with the entire organization.
Furthermore, for successful change in the HR leadership, new interactions should be established
with the HR department, the CEO, senior management, and the employees. Such a move shows
the challenge that will be realized in the process of change yet it is essential in the smooth
transformation of the HR roles and structure.
Similarly, the governance of the HR team should be clearly defined in the assessment to
provide a mechanism for the management of risks and success in the delivery pattern. As well,
the system of management should be vital in the formalization of the decisions and clarification
of methods under which the HR department operates in the organization. Such a move will
enhance the identification of different elements within the HR philosophy, process, and policy to
assist in the functionality of various units across the world. Besides, through HR governance, the
roles of each person will be defined to delegate responsibilities in decision-making. More so,
relying on fact-based decisions is prevalent in the company, which has allowed the HR and other
leaders to make proper decisions regarding facts or outcomes as opposed to promises and
intuition. In such a way, the HR will be more accountable for their operations and organizational
return on investments since they can measure and monitor the ability of different people using
value added using data to achieve desirable outcomes. The approach will enhance the
development of successful leaders in the organization and prove the relevance of different skills
in hiring and promoting individuals to realize organizational goals. Therefore, HR has various

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implications on the delivery model considering the different thoughts based on facts and
functionality to achieve success in the organization.
Recommendation for HR role and structure
Based on the idea that Facebook is powered by people, effective HR strategies should be
implemented to enhance its productivity and realization of success. In such a move, HR
professionals play a significant role in supporting the organizational direction, which calls for the
development of right strategies in the identification of the critical points for driving success in
the organization. Such an approach will necessitate for the establishment of a strategic vision to
provide a direction of the company's operations and influence employees with the relevant
resources to reach the goals. Besides, HR team should review the visions to measure the level of
influence of the activities in the realization of objectives based on external and internal; factors
that shape its role and structure in delivery. Furthermore, Facebook should consider the
demographic patterns of the workforce to enhance the contribution of the employees in the
organization since aging population requires more training and retraining that could be costly.
However, in studying the population, the HR team should close the gaps that exist in current
skills and the need for an experience that could emerge in the future based on the organizational
visions through effective training, recruitment, and retention of workers.
Conclusion
Consequently, the HR should encourage the transfer of knowledge between Facebook
department since it is vital in ensuring the progression of the company and enhancing efficiency.
Such a plan is critical to the organization since it will allow new employees to benefit from the
older workers before retire or quit the positions, minimizing loss of essential knowledge within

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the organization. Therefore, from the recommendations and implications, HR flexibility in role
and structure is significant in delivery and success of the Facebook organization.

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