What Customers Want from HR : The Views of Line Managers, Senior Managers and Employees on HR Services and the HR Function

Do the internal customers of HR - line managers, senior managers and employees - see the role of HR in the same way as the function sees itself?

Have the changes in HR functions led to the kinds of services and support which managers and employees feel they need?

Do they see the HR function as effective, or at least as getting more effective?

Drawing on findings from interviews, focus groups and surveys, this study finds that customers want responsive, pro-active, professional HR support.