Understanding internal customers and identifying their needs
5CO01 – Organisational performance and culture in practice
This CIPD Level 5 video for unit 5CO01 – Organisational performance and culture in practice examines assessment criteria AC 3.3, which requires students to discuss processes for consulting and engaging with internal customers to understand their needs. The video explores practical consultation and communication processes, stakeholder analysis techniques, and needs analysis activities that HR professionals use to identify internal customer requirements. By understanding the importance of regular and effective ongoing liaison with stakeholders, learners will gain essential knowledge about monitoring and evaluation activities that strengthen organisational performance. You'll develop the capability to implement robust engagement strategies that enhance internal customer satisfaction and inform strategic HR decision-making.
Assessment Criteria 3.3
Discuss processes for consulting and engaging with internal customers to understand their needs.
Indicative Content
Consulting processes: how people practice liaises with and identifies internal customer needs; consultation and communication processes; stakeholder analysis; needs analysis activities. The importance of regular and effective ongoing liaison with stakeholders. Monitoring and evaluation activities
What You'll Learn
Video covering: Understanding internal customers and identifying their needs
About 5CO01 – Organisational performance and culture in practice
This unit examines the connections between organisational structure and the wider world of work in a business context. It highlights the factors and trends, including the digital environment, that impact on business strategy and workforce planning, recognising the influence of culture, employee wellbeing and behaviour in delivering change and organisational performance
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