Measuring HR Performance: an inevitability for service delivery by Kgomotso Mopalami

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The human resource function is a fundamental for every organisation, no matter how big or small.  However, HR functions are often disconnected from the actual daily business; a big mistake! The impact an organisation has on the society reflects how functional its HR Management is.  The business world is forever changing and so should organisations; organisations must become the change they want to see.  It cannot be emphasised enough that HR performance needs to be constantly measured.  Although organisations have taken it upon themselves to develop measuring tools, SABPP took a stance to develop HR Standards – a first in the world; and have received global attention. With this enormous information available to all, the questions become, why are organisations still failing? Do organisations know the importance of service delivery?  Well said by Ulrich (1998) “HR should be defined by what it delivers rather than what it does.”

As much as the HR function should align with business strategy, it should also be effective in terms of service delivery and support.  The HR function provides services that enable organisations to run; and not only that but through its important asset; human beings.  Although there are guidelines that are clearly stipulated, many organisations are still struggling with the issue of how to measure performance.

This is evident through the results that SABPP Audit unit receives upon auditing organisations, both private and public. However, the reflection is that there is still more to be done in the public sector (see the results below).


SABPP HR Audit is well placed not to critique but to assist in the growth of HR.  Making use of such service is of utmost benefit to organisations.  It cannot be ignored that while organisations are relaxed, the future world of work is a burning issue and arriving at a fast pace. Those organisations that are still lagging behind might even struggle to run with industrial advancements if they don’ t up their game whilst they still can. Turbulent competitive environment has driven organisations to focus on financial stability. The high importance of measuring HR can’t be emphasised more; it has been there for decades.

The HRM System Model below, as developed by SABPP, is a beautiful tool that reflects a clear indication of measuring processes.  It entails the 3 phases which is planning, implementation and review, thus measuring HRM.

Measuring efficiency and effectiveness is an enabler to service delivery and improvement, ensuring customer satisfaction.  Without measuring, service elements needing improvement and training needs cannot be identified.   With the 4thindustrial revolution coming at a fast pace, organisations must look differently on service delivery and implement strategies that will keep them running, even during tough times; thereby satisfying customer needs.  No matter the industrial altercations that are heading their way into the world of work, HR will always be the basis of every work function.  Leaders can therefore take it upon themselves to ensure that they meet the demands of those they serve.  This cannot be achieved without measuring the current performance, thereby identifying the areas which need re-shaping.  When correctly done, organisations can only become better.  Well thought, failure is the worst enemy which we can only learn from.   Perfecting one’s work and being persistent will yield good results.  As warren Buffett said: “It takes twenty years to build a reputation and five minutes to ruin it.  If you think about that, you’ll do things differently.”



Written by: Kgomotso Mopalami

Interim Head, Research and Innovation: SABPP