Into Smart Work Practices: Which Challenges for the HR Department?

Abstract

This work investigates the implementation within organizational contexts of smart working (SW) focusing on the role played by the HR department. After the presentation of the topic, some theoretical elements necessary to understand the research are introduced and some principal characteristics of the qualitative research from the methodological point of view are summarized. After that, the paper focuses on some key findings showing how the enterprises are related to SW and how their HR departments are supporting each step of the whole process. There are some final considerations on the evolution of the role of this department in the perspective of an increasing space for flexible arrangements in working conditions, which can contribute to a positive and fruitful introduction and reinforcement of SW practices.

Appendix

Interview Questions for HR Managers

SW: Reasons/Objectives and Results

• Main reasons that lead (at the beginning) to invest in SW initiative. Main benefits expected from SW.

• Year of beginning to think about SW implementation.

• Year of implementation of first initiatives on SW.

• After how much time did you see first results? What was the first result observed? Was it among your expectations that result and that level of result? Unexpected positive results?

• Today level of achievement of previous stated objectives/benefits?

• Current percentage of smart workers related to the whole workforce. How was it at the beginning? What is your final target and how much time you planned to reach it?

• What is needed in your organization in order to have success with mobile workers? (this includes technical, managerial, organizational and cultural issues)*.

* Chen and Nath (2008, p. 45)

Idea, Implementation and Actors/Functions Involved

• Who had the idea ? Who followed and implemented it (instrument inter-functional team, one function/department)? Functions involved (at different stage) or different stakeholders (unions)?

• What was the role of CEO in all this? (from the very beginning he or she was the initiator, he or she immediately approved and sponsored the idea when communicated by the one who wanted first to promote it, it took a little bit of effort to convince CEO …).

• What was the role of Middle management in all this?

• What was the role of Line in all of this?

• What was the role of HR department?

• What was the role of other important actors (e.g. trade unions)?

Main Obstacles and Concerns

• Individuals’ perspective—What are the main concerns of mobile workers (e.g. technology-related concerns, work related concerns, time committed concerns, expectations to be reachable anytime anywhere etc.)*.

• Technological perspective—What are the main technical issues your organization faces in supporting mobile workers (e.g. security, bandwidth and connectivity)? How are they addressed?*.

• Social perspective—Has the proliferation of mobile workforce raised any significant issues between the worker and his or her supervisor(s)?*

* Chen and Nath (2008, p. 45)

Smart Workers and Job Design

• What different types of mobile workers are supported?*.

• What are the specific tasks being supported (e.g. virtual team work, remote access form the field etc.)?*.

• What changes in the level of each job responsibility and goals, number and kind of tasks , formalization and training?

• What changes in the level of goal definition, control and supervision, assessment and reward?

• Are there diversity issues? Gender, age, tenure etc.

* Chen and Nath (2008, p. 45)

Investments Made in Different Organizational Systems

Field		Reference
HR	Change management actions implemented in the organization: 1. Training for the middle and top management 2. Training for the end users 3. Communication plans 4. New MBO systems 5. Projects of cultural changes 6. Processes’ reorganization	De Kok (2016)
Space organization and layout	Redesign of the workspaces, supporting a different work organization	Elsbach and Pratt (2007)
ICT	Extent to which employees telework (% teleworkers and time per week)	Martinez-Sanchez et al. (2007)
	Extent to which employees use ICT personal devices (PC, tablet etc.)
	Extent to which employees use external ICT services (e.g. Skype, Twitter) at any time from an place

Corporate Level Policies (Managerial Systems)

• Does your organization have any formal process by which mobile workers receive appropriate training (both technology related and non-technical such as work –life balance, danger, antisocial behaviours , distraction)*.

• Is the way workers are evaluated and rewarded changed?

• How do you measure success for your mobile work programme (e.g. efficiency, effectiveness, retention, job satisfaction, ROI etc.)*.

* Chen and Nath (2008, p. 45)

Culture and Top Management Support

• Do you think that your organization’s culture is conductive of effective mobile work? How was it improved? How can it be improved?*

* Chen and Nath (2008, p. 45)

Interview Questions for SW Responsible in Charge

• When do you hear anything about SW for the first time? Do you agree with the decision to introduce SW in your enterprise?

• Which is personal your experience with SW?

• How much freedom do you have in using SW for your colleagues?

• Which are the most relevant problems you met with? Which the most significant benefits?

• Which kind of support do you ask for managing SW?

• Are you satisfied with SW experiences?

• What do you ask to HR department for a better use of SW?

• Are you ready to manage smart workers? What competences do you need to develop?

• What are you interested in learning about SW?

• What do you think is the future of SW? in your unit?

Interview Questions for to Trade Unionists

• Which was trade unions role in SW decisions?

• What do you think about SW in your enterprise?

• Which benefits? Which problems?

• How do workers accept SW? Which is you role in favouring SW introduction?

• Is SW sufficiently supported in your enterprise? Which role did HR department play?

• How strong has the Top management support been?

• Which future for industrial relationships?