Based on the CHRO’s discussion with the HCS, what feedback should the CHRO give to the CEO?

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.

Based on the CHRO’s discussion with the HCS, what feedback should the CHRO give to the CEO?
A . Advise the CEO that the HCS should be replaced with a more efficient manager as he performs better in operations than in people management.
B . Communicate to the CEO the problems shared by the HCS and proffer a solution that can resolve the department’s problems.
C . Implement a comprehensive solution to the problems in the department, then report to the CEO on the challenges and the solutions.
D . Organize a meeting between the HCS and the CEO for direct communication on the employee relations and productivity problems.

View Answer

Answer: B

Explanation:

Remember that the CEO has specifically asked the CHRO to investigate and determine a solution to the problems in the department. Therefore, the CHRO is to supply a candid response and proffer possible solutions to the HCS request for assistance.