This is a copy of the blog post I wrote for Feb 12th 2015 #NZLEAD tweet chat.
Even though it has a HR flavour the concepts discussed are relevant to L&D as well.
Recently I participated in a tweet chat #LDINSIGHT on what ways can L&D show value to the business:
This got me thinking about how we measure, evaluate, demonstrate (you can use any word you want) the value of an enabling service such as HR.
Are we consciously thinking of the measures of success prior to even contemplating a HR solution? In fact, have we even discussed the issue with the client to determine that it is a HR solution that is required?
Most organisations will have their HR department sitting outside their core business activities and so we have a scenario that goes like this.
Business: Hi HR – in our team we have a high level of unplanned leave? We have spoken to the staff and outlined our expectations on their work effort and commitment but we still have issues.
HR: Ok Business we shall look at your team’s stats and provide a report.
Business: No we want your help – what are you going to do to help us. They told me you would help me.
And so as Ken Blanchard says, the monkey has now gone from the shoulders of the business to the shoulders of HR. It is now your issue.
How can HR better equip itself to ask the right questions upfront, unpack the situation before jumping to a solution or even providing advice? Secondly, once you have agreed that there is a HR intervention required, how do you go about ensuring that you deliver value in the eyes of the business?
An effective consultancy process will help in not only ensuring HR works on the key issues and more importantly the issues that impact on business performance and outcomes but also that any solution that is put in place is properly scoped and more importantly measured for impact.
Remember, impact is in the eye of the beholder, so unless business can tell you what is the impact they are looking for (i.e. the outcome) then you cannot proceed much further. Only until you can identify and agree this in writing, can you start to focus on the next steps.
So similar to my colleagues in the UK, our question for this week’s #NZlead is in what ways can HR start to show value to the business and/or their clients?