{"id":384389,"date":"2023-04-19T15:14:19","date_gmt":"2023-04-19T19:14:19","guid":{"rendered":"https:\/\/autosphere.ca\/?p=384389"},"modified":"2023-04-19T15:14:19","modified_gmt":"2023-04-19T19:14:19","slug":"les-ressources-humaines-au-coeur-de-lexperience-client","status":"publish","type":"post","link":"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/04\/19\/les-ressources-humaines-au-coeur-de-lexperience-client\/","title":{"rendered":"Les ressources humaines au c\u0153ur de l\u2019exp\u00e9rience client"},"content":{"rendered":"<p><b>Mettre en place un d\u00e9partement de RH n\u2019est pas si facile !<\/b><\/p>\n<p>Le succ\u00e8s des organisations reposent en grande partie sur leur capacit\u00e9 \u00e0 conserver, \u00e0 accro\u00eetre et \u00e0 optimiser le savoir de leur personnel. Avant m\u00eame de penser instaurer un d\u00e9partement de ressources humaines, il faut bien analyser la situation actuelle ; une r\u00e9flexion strat\u00e9gique, la pr\u00e9vision des besoins en personnel et la planification des actions RH.<\/p>\n<p>Avec la p\u00e9nurie de personnel, il faut pr\u00e9voir et r\u00e9fl\u00e9chir sur l\u2019avenir de l\u2019organisation\u00a0: que va-t-il se pass\u00e9 dans 2 ans, 5 ans ou dans 10 ans ? L\u2019organisation devra conna\u00eetre les objectifs de d\u00e9veloppement, les niveaux de revenus et b\u00e9n\u00e9fices pr\u00e9vus, la taille de l\u2019organisation souhait\u00e9e, les objectifs de qualit\u00e9 et de services offerts.<\/p>\n<p>Dans les prochaines ann\u00e9es, chaque entreprise devra\u00a0r\u00e9pondre aux questions suivantes\u00a0:<\/p>\n<ul>\n<li>Quelles sont les postes \u00e0 combler ?<\/li>\n<li>Comment les fonctions actuelles vont-elles \u00e9voluer ?<\/li>\n<li>Quelles seront les comp\u00e9tences futures ?<\/li>\n<li>Combien de personnes avons-nous besoin ? Pour combien de temps ?<\/li>\n<li>Le personnel en place peut-il accomplir d\u2019autres t\u00e2ches ?<\/li>\n<li>Avec de la formation, certains employ\u00e9s peuvent-ils combler d\u2019autres postes ?<\/li>\n<\/ul>\n<p>Nous devons conna\u00eetre les comp\u00e9tences de notre personnel, leurs exp\u00e9riences, leurs formations et qualifications, leurs expertises, leurs aspirations et leurs apprentissages r\u00e9ussies. Les dirigeants manquent de temps pour trouver du personnel et rencontrer les candidats(es). Il est pr\u00e9f\u00e9rable d\u2019avoir une personne sp\u00e9cialis\u00e9e en place pour les processus d\u2019embauche ou une firme sp\u00e9cialis\u00e9e.<\/p>\n<p>Plusieurs \u00e9tapes existent lors de la d\u00e9marche d\u2019embauche et dans certains cas, nous pouvons sauter des \u00e9tapes essentielles. Il faut analyser les besoins de main-d\u2019\u0153uvre, recruter le personnel, pr\u00e9s\u00e9lectionner les candidats(es), rencontrer les candidats(es) s\u00e9lectionn\u00e9s, r\u00e9fl\u00e9chir apr\u00e8s les entrevues et d\u00e9cider d\u2019embaucher.<\/p>\n<p>Une grille d\u2019entrevue est fortement sugg\u00e9r\u00e9e ainsi qu\u2019une grille d\u2019\u00e9valuation pour optimiser le processus d\u2019embauche. Plusieurs grilles existent \u00e0 titre d\u2019exemples avec une colonne de crit\u00e8res (descriptions), une colonne essentielle (comp\u00e9tences obligatoires), une colonne souhaitable (exp\u00e9riences compl\u00e9mentaires) ainsi qu\u2019une pond\u00e9ration de 1 \u00e0 10 pour chaque crit\u00e8re. Cette grille permettra une rapidit\u00e9 lors de l\u2019embauche et une uniformit\u00e9 dans les questions pour chaque candidat(e).<span class=\"Apple-converted-space\">\u00a0<\/span><\/p>\n<p>Comme crit\u00e8res, nous pouvons parler de formation, nombre d\u2019ann\u00e9es d\u2019expertise dans le domaine, les sp\u00e9cialit\u00e9s du candidat(e), le bilinguisme, le savoir (comp\u00e9tences au niveau technique, en technologie ou autres), le savoir-\u00eatre (les attitudes, les qualit\u00e9s du candidat(e), les d\u00e9fauts ou autres, le savoir-faire, la disponibilit\u00e9 et les autres crit\u00e8res reli\u00e9s aux horaires de travail, transport, etc.). Plusieurs formulaires sont gratuits sur le Web et vous pouvez s\u00e9lectionner les questions pour vos entrevues et cr\u00e9er un guide RH interne pour l\u2019embauche si vous n\u2019avez pas de d\u00e9partement assign\u00e9.<\/p>\n<p>Pour ma part, je participe r\u00e9guli\u00e8rement au processus d\u2019embauche pour combler le poste du service \u00e0 la client\u00e8le ou de la r\u00e9ception centrale. Le \u00ab\u00a0savoir-\u00eatre\u00a0\u00bb peut s\u2019am\u00e9liorer, mais le \u00ab\u00a0savoir-faire\u00a0\u00bb peut s\u2019apprendre ! Le transfert des connaissances permet d\u2019encadrer votre personnel en place et surtout de le valoriser.<\/p>\n<p>Il n\u2019y a pas de candidat(e) parfait(e), il suffit de d\u00e9cider de lui fournir les outils n\u00e9cessaires au bon fonctionnement de son poste de travail. Investissez en votre personnel en les remerciant et en leur offrant ce dont il a besoin pour r\u00e9ussir \u00e0 l\u2019int\u00e9rieur de votre organisation.<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Mettre en place un d\u00e9partement de RH n\u2019est pas si facile ! Le succ\u00e8s des organisations reposent en grande partie sur leur capacit\u00e9 \u00e0 conserver, \u00e0 accro\u00eetre et \u00e0 optimiser le savoir de leur personnel. Avant m\u00eame de penser instaurer un d\u00e9partement de ressources humaines, il faut bien analyser la situation actuelle ; une r\u00e9flexion&#8230;<\/p>\n","protected":false},"author":108,"featured_media":365752,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[808,646],"tags":[3832],"class_list":["post-384389","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-chroniques-experts-concessionnaires","category-concessionnaires","tag-gestion"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Les ressources humaines au c\u0153ur de l\u2019exp\u00e9rience client - Autosphere<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/autosphere.ca\/fr\/concessionnaires\/2023\/04\/19\/les-ressources-humaines-au-coeur-de-lexperience-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Les ressources humaines au c\u0153ur de l\u2019exp\u00e9rience client\" \/>\n<meta property=\"og:description\" content=\"Mettre en place un d\u00e9partement de RH n\u2019est pas si facile ! 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