As we work with major organizations undergoing HR transformation (and many are still underway), we find variants of the three-pronged HR delivery model (business partners, HR operations and centers of expertise) popularized by David Ulrich over 20 years ago. One recurring challenge is freeing up Business Partners to fulfill the strategic relationship building and brokering role envisioned in many, if not most HR models.
Only by living in a house do we come to know intimately the many disadvantages of our particular structure. Depending on our attitude, this may become all we see. We may long for another house – one without the downsides that daily irritate us. We romanticize about how much better our lives would be in that other house, without those issues that have fatigued us. But we may learn that another house brings a new set of downsides. Sometimes it makes sense to give up our current structure and move to another house, but sometimes we learn we’ve just traded one set of problems for another.
We’ve all heard many times the idea that “people will do what they’re measured on.” Is it really true? If I told you that the defect rate for this company’s premier product dropped from 12% to 1% in only three weeks and then further declined to 0.5% in just three more weeks, you’d probably think I was making it up. Well, that is exactly the result that occurred—and it occurred solely from beginning to measure quality in parallel with measuring productivity (in this case, speed). Perhaps what is even more revealing is that there was no incentive linked to quality improvement. All the while, workers were being paid a bonus for speed—which, incidentally, did not suffer when quality improved. That they were not being equally rewarded for quality made no difference. The metrics alone changed their behavior.