UAE: Improving Internal Service: Leveraging HRM to Drive Organizational Change

Scott L. Martin, Zayed University

Document Type

Article

Source of Publication

The Global Human Resource Management Casebook, Third Edition

Publication Date

1-1-2023

Abstract

This case explores how United Bank could solve the financial challenges created by the Covid-19 pandemic and improve its organization's efficiency and effectiveness. Needs analysis indicated the organization would benefit from improving the quality of internal service. The organization development (OD) team led a multi-phase intervention to improve internal service. The initial phase involved a communication campaign to enhance awareness regarding the importance of internal service. The project included a study to identify the dimensions of internal customer service and the types of employee behaviors that would be most effective in impacting each of the dimensions of internal service. The final phase of the intervention was focused on helping employees be more proactive in serving internal customers. By studying this case, students will understand and be able to explain why internal service is an important yet challenging aspect of organizational effectiveness; predict how cultural dimensions can impact the quality of internal service and proactive behavior; and be able to design an organizational intervention using needs analysis, human resource management (HRM) tactics, and evaluation processes to improve organizational effectiveness.

ISBN

9781000934717,9781032308814

Publisher

Routledge

First Page

187

Last Page

196

Disciplines

Business

Keywords

Internal service, Needs analysis, Organization development, Proactivity, UAE

Scopus ID

85168861136

Indexed in Scopus

yes

Open Access

no

Link to Full Text

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