Includes index.

The need for change in human resources -- Self-assessment -- Collecting feedback from internal customers -- Budget and activity analysis -- Improving the competence of human resource staff -- Establishing a long-term human resource strategy to support the business strategy -- Setting hard and soft targets for human resource service delivery -- Improving the human resource function

Dealing directly with auditing the quality of service provided by HR departments, developing benchmarks and outlining proven methods and strategies for enhancing performance, this text not only explains ideas and concepts, but also shows how they are applied through extensive case examples.