Employee complaints provide valuable feedback about the quality of an organisation's:
How agencies handle complaints symbolises the value of this feedback.
For example: A 'moment of truth' is how corporate and policy statements work in practice. The agency says X, but the employee experience is Y.
Central oversight and monitoring of review functions by HR managers can identify lessons to:
Strategic people management committees benefit from HR managers providing briefs on the lessons learnt from review work and analysis of emerging trends.