I have done my preliminary search & attached a handful of material including link between Internal Consumer Satisfaction & TQM.Infact.
However I am looking for any additional information which may add value to this questionnaire.
CUSTOMER SATISFACTION SURVEY
Manager Name___________________Title: ____________________
Department: ____________________Location: _________________
Frequency of Interaction with HR department
Daily Weekly Monthly Annually
Each of the 11 HR service areas is broken down into service components. Please rate each item and then provide an overall rating.
Poor Adequate Excellent
1 2 3 4 5 6 7
1. HUMAN RESOURCES DEPARTMENT ORGANISATION
The human resource function is structured and organized to meet current departmental and organisational needs.
a. Rate the HR department’s understanding of the organisation’s mission.
b. Rate how well HR’s functions and services are aligned with organisation objectives.
c. Rate how clearly defined and communicated HR functions and services are.
d. Rate how well the HR department reflects a balance of organisational needs and employee needs and acts as effective intermediary for both.
e. Rate the competency and expertise of the HR staff based on the quality of consulting they provide.
f. How accessible is the HR staff for support and assistance?
g. How responsive is the HR staff to your needs?
h. How well does the HR staff work as a team?
i. Rate the working relationship between the HR Department and other departments in the organisation.
j. Rate the HR Department on being results-oriented (measuring and communicating the effectiveness of its services and programmes).
k. Rate the HR staff’s customer service attitude.
Considering all the above, how do you rate the HR department’s current structure for meeting the needs of the organisation and your department?
2. HUMAN RESOURCES PLANNING/ORGANISATIONAL DEVELOPMENT
Identifying and fulfilling your department’s and the organisation’s development and human resource needs, and planning for anticipated needs.
a. Rate the HR department’s ability to plan ahead and satisfy workforce requirements (e.g., job skills, knowledge level, ability and education).
b. How well does HR coordinate projected workforce availability, workforce makeup (e.g., gender, minority) and the need for a more diverse workforce?
c. Rate how well HR conducts analyses of internal human resources (skills, knowledge, ability and education) and how well they link these to projected needs.
d. Rate the HR team’s ability to factor in changing technology, work processes, products and services when analyzing the organisation’s work force needs.
e. How well do career counseling, career planning and developmental programmes match the organisation’s needs with employee’s career needs?
f. How well does HR evaluate the feasibility of cost effective alternatives for satisfying workforce requirements (outsourcing and contracting)?
g. Rate HR’s assistance in identifying in-house management potential and providing management development programmes to meet future management needs.
h. Rate HR’s instructional methods and training programmes for meeting changing organisational and cultural needs.
Considering all the above, how would you rate the HR department’s current level of human resources planning and organisational development activities?
3. RECRUITMENT AND SELECTION
Provides timely recruitment, selection and placement of highly qualified employees.
a. Rate the timeliness of recruitment and placement process.
b. Rate how well HR provides an adequate pool of quality applicants.
c. How clearly are position objectives, requirements and candidate specifications defined?
d. How well are the organisation’s affirmative action needs clarified and supported in the selection process?
e. Rate how well HR maintains an adequate pool of quality “protected class” applicants.
f. Rate the effectiveness of the interviewing process and other selection instruments, such as testing.
g. How well does the HR team act as a consultant to enhance the quality of the applicant pre-screening process?
h. How well does HR train hiring managers to make the best hiring decisions?
i. Are applicants treated fairly and with the same courtesy as customers?
j. Rate how well HR finds good candidates from non-traditional sources when necessary.
Considering all the above, how would you rate the HR department’s performance in recruitment and selection?
Develops and administers a job evaluation and compensation system that attracts, retains and motivates employees to accomplish organisation goals.
a. Rate the compensation group’s surveys of compensation (wages and salaries) by organisations in your recruitment market.
b. How internally equitable and job worth-based is the current compensation system (wage and salary programmes)?
c. How well does the pay plan demonstrate a relationship between pay and job performance?
d. How well does the pay system reward and motivate both individual and group contributions to organisational goals?
e. How clearly defined and understood are job expectations and performance measurement criteria?
f. How well are pay increase criteria communicated and administered for consistency among all departments?
g. Rate the performance appraisal training provided to managers and employees.
h. Considering all the above, how would you rate the Human Resources Department’s performance in administering the compensation programme?
Considering all the above, how would you rate the effectiveness of the organisation’s compensation programme?
5. EMPLOYEE BENEFITS
Develops and administers noncash compensation programmes that attract, retain and motivate employees to accomplish organisation objectives.
a. How do this organisation’s benefits compare to those offered by other organisations in your recruitment market?
b. How well do medical and health care benefits meet employee needs?
c. How well are employees informed of their benefit choices and options?
d. Rate the fairness and consistency in granting employee benefits.
e. How accessible is the HR department in answering benefit questions?
f. How well are benefits and their value communicated to all employees.
g. Rate how well HR takes appropriate cost containment measures while providing and administering quality health care coverage.
h. Considering all the above, how would you rate the Human Resources Department’s performance in administering benefit programmes?
Considering all the above, how would you rate the effectiveness of the organisation’s employee benefit programmes?
6. EMPLOYEE RELATIONS AND COMMUNICATIONS
Institutes and administers programmes and processes governing employee treatment, communications, support systems and services which promote employment conditions conducive to high levels of employee satisfaction, motivation and productivity.
a. Rate how well employee relation policies are published and clearly communicated, and how well they help managers in their working relationships with employees.
b. How well do the employee handbooks, which are provided to all employees cover the most commonly asked questions about personnel procedures, benefits and conditions of employment?
c. Rate the new employee orientation programme.
d. How accessible is the HR department to employees who feel the need to discuss work issues outside the chain of command?
e. Rate how well employee communication forums allow for open discussions about the organisation’s performance and objectives, the workplace and other employee concerns.
f. Rate how well HR initiates and oversees programmes and processes for addressing employee satisfaction and morale (for example, conducting and following up on employee opinion surveys).
g. Rate how well HR initiates personal development programmes and encourages promotion from within the organisation.
h. How well does the current process allow employees to express their complaints and grievances and have them resolved?
Considering all the above, how would you rate the Human Resources Department’s performance in the area of employee relations and communications?
7. PERSONNEL POLICIES/WORKPLACE RULES
Personnel policies are developed to help managers make decisions and provide guidance for meeting the organisation’s requirements and objectives.
a. Rate how well personnel policies and procedures are published and communicated.
b. Rate how well existing policies and procedures support managers in doing their jobs.
c. How helpful and accessible is the HR department in handling questions about personnel policies and work rules?
d. How well are policies and work rules serving as guidelines for helping managers make good decisions?
e. How easy to interpret and up-to-date are policies and work rules?
f. How well do policies and work rules represent the organisation’s position on how employees should be treated with regard to pay, benefits and conditions of employment?
g. Rate how well policies and work rules provide guidelines for the expected behaviours of both management and employees.
h. Rate how well policies and work rules balance providing the staff with sufficient authority with adequate controls to ensure achievement of the organisation’s mission and objectives.
Considering all the above, how would you rate the effectiveness of the organisation’s personnel policies and work rules?
8. EMPLOYMENT EQUITY AND OTHER GOVERNMENTAL REGULATIONS
Ensures adherence to employment equity legislation and exercises appropriate oversight to ensure employees are treated equally and with consistency regarding: employment, compensation, benefits, promotion, work rules, transfer, termination, discipline and termination.
a. Rate organisational compliance to all laws and regulations governing employment and personnel actions.
b. How well are all laws and regulations related to the management and treatment of employees communicated and explained?
c. How effectively are the organisation’s employment equity and affirmative action responsibilities communicated and implemented?
d. Rate the training of supervisors on non-discrimination, equal employment and harassment-free workplace issues.
e. How well does HR assist in helping managers in equal employment opportunity and affirmative action matters?
f. Rate the training and assistance managers receive in compliance and enforcement of smoking, drug- and alcohol-free workplace rules.
g. Rate the training and assistance managers receive in compliance to and enforcement of codes of conduct contained in the Employment Equity Act (1998).
Considering all the above, how would you rate the HR department’s performance as a resource for compliance with equity, equal employment opportunity, affirmative action and related governmental regulations?
9. TRAINING AND DEVELOPMENT
Ensures that adequate employee training and development programmes are in place to meet organisational objectives.
a. Rate how well training and development programmes meet the organisation’s and your department’s needs.
b. Rate the assistance provided to managers for identifying training needs and developing training programmes.
c. How well are training programmes related to organisational objectives?
d. How well are available training opportunities communicated to all employees?
e. How clear are the behaviour objectives of training programmes and how well are these objectives measured and communicated?
f. Rate the training programmes in terms of producing maximum gain most cost-efficiently .
g. How well are the cost/benefits and results of training programmes measured?
Considering all the above, how would you rate the HR department’s performance in the area of employee training and development?
10. LABOUR RELATIONS
Ensures and oversees an effective and fair collective bargaining process with unions representing employees, and fosters positive labour relations designed to achieve organisational objectives.
a. Rate the effectiveness of HR in planning and overseeing labour relations strategies, which address the near term and future interests of both the organisation and its employees prior to contract negotiation.
b. Rate the interaction of labour and management groups to address issues of mutual concern (e.g., labour-management committee meetings and other participative forums).
c. Rate the efforts made in contract negotiations to enhance work force flexibility and protect management’s right to manage its human resources to keep the organisation competitive.
d. Rate the training of the management negotiation team in negotiation skills before bargaining begins.
e. Rate the assistance provided to managers in contract administration, grievance handling and people management skills.
f. Rate the efforts to promote a spirit of union/management cooperation (e.g., joint efforts to achieve common objectives and reducing grievances and length of time to settle them).
Considering all the above, how would you rate the HR department’s performance in the area of labour relations?
11. SAFETY, HEALTH AND WELLNESS
Develops and maintains policies, practices and programmes for contributing to and demonstrating concern for employee safety, health and well-being.
a. Rate how well the safety function complies with OSHA regulations.
b. Rate how well HR communicates and demonstrates the importance of and its commitment to the safety, health and wellness of employees.
c. Rate HR’s assistance to managers in identifying potential safety hazards and taking corrective action to maintain a safe working environment.
d. How well does HR train managers in occupational health, safety and accident prevention issues and help them to organize appropriate safety awareness and incentive programmes?
e. How well does HR recognise and reward safe behaviours?
f. How well does the employee wellness programme help reduce health claims and address other business issues such as absenteeism, health care costs and productivity?
g. Rate how adequately the employee assistance programme is being used by employees.
h. Rate HR’s cost benefit analyses of health and employee wellness programmes and their communication of the results of these programmes.
Considering all the above, rate the HR department’s performance in the areas of employee safety, health and wellness.