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HRM CA | 08 May 2013, 09:02 PM Agree 0
Tele-HR? HRM finds out how Coca-Cola’s centralized HR call centre works.
  • AB | 08 May 2013, 02:53 PM Agree 0
    In my view this approach completely strips HR of any connection to the operations. Talk about dehumanizing - if you've got an issue, here's a fridge magnet with a number to call. I totally get the need to diminish the "go down the hall and talk to HR" mentality and to breed supervisory independence, but I would never want to work in this kind of environment. Supervisors/managers will always find work-arounds to avoid dealing with call-centre bureaucracies.
  • Paul Berdusco | 09 May 2013, 07:53 AM Agree 0
    As a former front line supervisor and manager, I always appreciated the human interaction that the HR department had with my staff and I. It helped them to better understand the challenges of the heavily unionized environment.
  • Chris | 10 May 2013, 10:53 AM Agree 0
    I agree completely AB. This might work for a transactional HR department but never for a strategic HR department.
  • Annonomous | 10 May 2013, 07:59 PM Agree 0
    I used to work there but lost my job due to the implementation of this project and I still believe it was the right thing to do. The system provides some accountability. I saw countless times that employees had issues and each different hr person would provide their own opinion not really following and company guidelines. There were also many occasions where employees weren't even responded to. This system provides a record of each concern and requires resolution and follow-up. It also makes everyone work off the same rule book so employees receive one consistent message no matter who they talk to.
  • JA | 27 May 2013, 10:10 AM Agree 0
    I can see the allure for a company the size of Coca Cola to centralize just about anything they can, but my biased opinion is that HR is one thing that should not be centralized, especially in cases of multinationals such as Coca Cola, where one size does not fit all. The model also contravenes a proactive approach to HR... Seems to be a step back to the transactional Personnel Departments of what I thought were days of old. Actually, it just seems to be a step back in every way and takes away the spot at the table we've earned over the years. In any case, I hope this doesn't become the flavor of the month industry wide.
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