Mapping expectations of functional units' line managers against the perceptions of Human Resources Department (HRM)

Pacific Employment Relations Association
Publication Type:
Journal Article
Employment Relations Record, 2010, 10 (1), pp. 57 - 68
Issue Date:
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This paper proposes that performance improvement could be achieved by improving the relationship between HRM and functional units in the form of a relationship between supplier and customer. Accordingly, the paper proposes that differences may be found between functional units expectation of the service delivered and the perception of HRM with respect to that service. The paper also proposes that Gap analysis approach could be used in analysing the performance of those services. The paper points to the possibility of finding perception gaps and expectation gaps. In addition, the paper suggests that those gaps may impact on the performance from the perspectives of quality, cost and speed of delivery of the service. It is envisaged that this research could assist management in controlling cost and avoid wastage and improve organisational performance.
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