UAE: Improving Internal Service: Leveraging HRM to Drive Organizational Change
Source of Publication
The Global Human Resource Management Casebook, Third Edition
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.
Internal service, Needs analysis, Organization development, Proactivity, UAE
Martin, Scott L., "UAE: Improving Internal Service: Leveraging HRM to Drive Organizational Change" (2023). All Works. 6109.
Indexed in Scopus