How can the CHRO help the HCS handle the problems he is facing with the "problem employees"?

The Receptacle organization has lost its overall market share by 13% because its customer satisfaction levels has deteriorated over the last 7 months. The Chief Executive Officer (CEO) speaks to the Chief Human Resource Officer (CHRO) about receiving anonymous emails of dysfunction in the customer service department. The CEO asks the CHRO to determine why the department is performing poorly, and if the Head of Customer Service (HCS) is able to lead the team effectively. The CEO states that the rising levels of customer complaints of poor service must be handled urgently and decisively.

The CHRO schedules a meeting with the HCS. The HCS was a top performer as an employee for 4 years and was recently promoted to lead the department. During the meeting, the HCS admits that he is facing significant employee relations problems. He states that certain employees are given preferential treatment by the CEO based on familial ties and these employees cannot be controlled. He is at a loss on what to do about these "problem" employees because they have access to the CEO based on family ties.

Staff in the department respond to an average of 3 calls per hour while the industry standard average is 7 calls per hour. The HCS states that he is desperate for help and is open to any solutions that the CHRO can offer. The CHRO finds that the department is not staffed at full capacity and though the vacant positions have been posted in-house, employees are not keen on applying for the roles based on rumors of poor employee relations, bias, chaotic systems and controls.

How can the CHRO help the HCS handle the problems he is facing with the "problem employees"?
A . Develop and implement policies and procedures on anti-nepotism specifically for the customer service department.
B . Provide anonymous channels through which employees and supervisors can voice their concern on nepotism to company stakeholders.
C . Create a corporate focus group to identify the problem employees, discuss nepotism concerns, and pinpoint productivity problems.
D . Discuss with the CEO on solutions to the nepotism concerns and provide the HCS with coaching
resources on employee relations.

View Answer

Answer: D

Explanation:

HR functions as a personnel management expert by communicating with the CEO on nepotism concerns, and providing coaching resources for the HCS on employee relations – to aid him in productively handling the problems in the department.

Note that policies should apply to the entire organization and not just the customer service function.

The correct answer here is finding a solution, not identifying a known problem.