Strategic Plan 2019-2021 - HRPA

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Strategic Plan 2019-2021 - HRPA
Human Resources Professionals Association

Strategic Plan
				 2019–2021
Human Resources Professionals Association

              Strategic Plan 2019–2021

               INSIDE
               Inspiring Professionalism            4

               About HRPA                           5

               Our Mission                          8

               Our Vision                           9

               Our Values                           10

               Executive Summary                    11

               Strategic Themes & Goals             14

H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1
Inspiring 		                                                                                                                   About HRPA
  Professionalism                                                                                                                             WHO WE ARE & WHAT WE DO
                                                                                                                               THE HUMAN RESOURCES PROFESSIONALS                           Since the passing of the Act in 2013, the HRPA has been
                                                                                                                               ASSOCIATION (HRPA) is a regulatory association in           working diligently with our network of 27 chapters across
HRPA IS UNDERGOING A SIGNIFICANT TRANSFORMATION.                                                                               Ontario with more than 23,000 registrants. Through the      the province and with our students and members to
Honouring our past as a high performing member association that was                                                            fulfillment of its Objects, the Association governs and     advance the standing of the human resources profession.
visionary enough, committed enough to marking a path forward to                                                                regulates the practice of registrants by establishing,      HR Professionals, at a minimum, enable organizational
true professionalization, whilst being bold enough to envision a future                                                        developing, maintaining and enforcing the standards         success by ensuring that all relevant labour, employment
even brighter and filled with more possibility than previously imagined.                                                       of qualification, practice, ethics, knowledge, skill        and human rights legislation is upheld. Moreover, HR
                                                                                                                               and proficiency of its members, students and firms.         professionals leverage the potential of people at work to
No significant transformation occurs without some growing pains.                                                               Promoting and protecting the public interest by             maximize organizational performance. Through a broad
We are transitioning from being a single-mandate member association                                                            regulating the practice, competence and professional        array of professional development programs offered
to a professional regulatory association. This is no small change and                                                          conduct of members is our paramount interest.               in-person, online and throughout our Chapters, our
will demand steadfast commitment to our mission and vision.                                                                                                                                registrants are keeping pace with the increasing complexity
                                                                                                                               HRPA plays an important role in promoting and protecting    of workplaces today. Furthermore, our members have
We say "inspiring professionalism" with two specific communities in                                                            the welfare and interests of the Association and the        formed a strong, committed community of professionals
mind. For the public, who should look to regulated HR professionals                                                            human resources profession. To this end, elevating HR       who network, share best practices and mentor students
for the highest standards of professional practice. For the practitioners                                                      professionalism and continuing to advance the status and    and early career professionals. Their tireless dedication
of our profession, who should look to their regulatory association                                                             recognition of our profession is a unifying focus of the    to people in the profession is a key ingredient in our
as a leader, innovator and dedicated thought leader in advancing                                                               Association, our Chapters and Members.                      sustainability and evolution as a profession.
professional HR practice. Igniting a collective aspiration for our
profession from within is just the starting point. We also want                                                                The pioneering work of our predecessor organizations        Our members voluntarily submit to regulation. They do so
employers, workers, consultants, entrepreneurs, small business                                                                 laid the foundation for the Human Resources Professionals   because they, with us, share a collective belief that HR is a
owners and other professionals to place a high value on the expertise                                                          Association of Ontario Act, 1990. This Act empowered the    true profession. In order to be recognized as a profession
of HR professionals. We aim to inspire others with our professionalism.                                                        Association with the responsibility to grant and regulate   we must all conduct ourselves with the highest standards of
                                                                                                                               the Certified Human Resources Professional (CHRP)           professional practice and ethics as enshrined in our Rules
This is an ambitious journey. One that takes decades, not three                                                                designation.                                                of Professional Conduct. We truly believe that only those
to five-year strategy cycles. By committing to this expedition, our                                                                                                                        practitioners willing to subject themselves and their practice
members and the public can look forward to a constantly rising bar                                                             In 2013, HRPA reached another milestone in elevating        to these standards can call themselves a "human resources
of HR expertise.                                                                                                               the professional status of the human resources profession   professional." We also believe that human resources
                                                                                                                               with the passing of the Registered Human Resources          professionals play an integral role in Ontario society –
We remain inspired by our members, the HR practitioners in the field                                                           Professionals Act, 2013. The Act recognized HRPA as         we make workplaces work. We are business professionals
every day that are attuned to the changing landscape of their business                                                         a Tier 1 regulator and as the granting body for the three   that practice HR for the benefit of our organizations and
and know-how to design, develop and manage people practices that                                                               professional designations available in Ontario:             society at large. Workers, business owners, leaders and
make an enduring difference in business and in workers' lives.                                                                 Certified Human Resources Professional (CHRP),              partners in government have a right to expect excellence
                                                                                                                               Certified Human Resources Leader (CHRL), and                in HR practice from our professional members.
IT IS A PRIVILEGE TO LEAD AS A PEOPLE PROFESSIONAL.                                                                            Certified Human Resources Executive (CHRE).

4                                                                           H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1   H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1                                                                        5
MEMBERS
WE STRIVE TO ENABLE our members to provide the best
possible HR practice through our standards, regulation and
learning programs. Supporting members with knowledge,          Professional Member Categories
skill development and professional mastery in their practice
of human resources is a source of pride and continuous
development for the Association and our Chapters.

Organizations leverage two types of capital to drive
business results: financial and human. A business trusts
the management of financial capital to a regulated
accounting professional, where the highest standards
of performance, ethics and compliance are required.
                                                                                                                                                                                             ALGOMA
The same should be true for the governance of human

                                                                                                                             CHAPTERS
                                                                                                                                                                                             BARRIE
capital. The best protection for the public in Ontario
                                                                                                                                                                                             BROCKVILLE
is through a system of internal responsibility in which
                                                                                                                                                                                             CHATHAM-KENT
workplaces value their people and workplace success to                                                                                                                                       CORNWALL & DISTRICT
such an extent that they would only accept individuals                                                                                                                                       DURHAM
with a recognized HR designation where they can be                                                                                                                                           GRAND VALLEY
confident in professional practice.                                                                                          THROUGH ITS THRIVING NETWORK of Chapters across                 GREY BRUCE
                                                                                                                             Ontario, members experience outstanding professional            GUELPH & DISTRICT
Members of HRPA submit to voluntary regulation.                                                                              networking, mentorship and professional development.            HALTON
While it is true that anyone can call themselves a                                                                           Members select the local community of HR professionals          HAMILTON
“human resources professional” we believe that there           Associate Member Categories                                   they wish to network, learn and grow with, and champion         KINGSTON & DISTRICT
is a threshold to be called a “professional” in any                                                                          professionalism together in HR in their local communities.      LONDON & DISTRICT
profession. Without the requisite education, experience         PRACTITIONER                                                                                                                 NIAGARA
and professional standards oversight that comes with                                                                         Chapters are the crucial link between HRPA's vision and         NORTH BAY
regulation, there is no safeguard nor minimum standard of       ALLIED PROFESSIONAL                                          our members. Together, HRPA and Chapters are striving           NORTHEASTERN ONTARIO
practice for those entrusted to lead human capital across                                                                    to see HR flourishing as a valued profession in Ontario.        NORTHWESTERN ONTARIO
our province. The public in Ontario should expect that any      STUDENT                                                      By providing a forum for members to exchange knowledge          OTTAWA
registered HR professional is acting in accordance with                                                                      and ideas and by mentoring students and early career            PEEL
governing legislation relating to employment, safety and                                                                     practitioners, our Chapters play an important role in           PETERBOROUGH
human rights.                                                                                                                cultivating a pipeline of highly prepared and inspired talent   QUINTE & DISTRICT
                                                                                                                             in the field of human resources.                                SARNIA & DISTRICT
                                                                                                                                                                                             SUDBURY
                                                                                                                             Chapter leaders and members are pivotal ambassadors of          TORONTO WEST
                                                                                                                             our profession.                                                 TORONTO
                                                                                                                                                                                             WINDSOR & DISTRICT
                                                                                                                                                                                             YORK REGION

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Our Mission                                                                                                                                                                           Our Vision
          OUR PURPOSE                                                                                                                                                                           OUR FUTURE
          A regulatory association that sets                                                                                                                                                    HR flourishing as a valued profession.
          the standards of HR professionalism.

THE OBJECTS OF HRPA were issued by the Ontario Legislature by means                                                                                                                   THE HUMAN RESOURCES PROFESSION was significantly legitimized
of the Registered Human Resources Professionals Act, 2013 (the Act).                                                                                                                  through the Acts of 1990 and 2013. While this legislation sets out
Furthermore, the Ontario Legislature has delegated to HRPA those judicial                                                                                                             the duties and obligations of the Association to fulfill its core public
and regulatory powers deemed necessary or beneficial to enable HRPA to                                                                                                                protection mandate, the Association also has an obligation to promote
fulfill its mission and mandate.                                                                                                                                                      and protect the welfare of the human resources profession.

HRPA’s core mandate is to promote and protect the public interest by                                                                                                                  Through public advisory consultations, employer outreach, advocacy for
governing and regulating the practice of members, firms and students.                                                                                                                 the profession and our unparalleled commitment to member professional
There are many facets to the fulfillment of this mandate. Although the                                                                                                                development, we can envision a future in Ontario where the professional
word ‘regulation’ is used as a shorthand, HRPA’s mandate also includes                                                                                                                practice of human resources is truly flourishing as a valued profession.
governing the practice of members, firms and students and includes
providing them with leadership and guidance.

Professional regulation could be defined as “anything and everything that
is done with the genuine intent of promoting and protecting the public
interest by reducing, suppressing, mitigating or eliminating harms or
potential harms stemming from the practice of a profession.” HRPA is
dedicated to supporting our registrants with ethical and appropriate Rules
of Professional Conduct in order to guide practitioners in their HR practice.

8                                                                               H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1   H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1                                                                              9
Our Values                                                                                                   Executive Summary
                      Members of the profession, our stakeholders, our clients
                      and the public can expect us to treat them with dignity,                               STRATEGY FRAMEWORK
                      respect and inclusiveness. We listen, we consider issues
                      thoughtfully and respond with care. We value diversity of
                      thought and engage others with sincere interest. In every                              IN EARLY 2018, the HRPA board of directors undertook a review
                                                                                                             of the Association’s performance and future aspirations. With
        RESPECT       interaction we commit to treating each other and those
                                                                                                             the recruitment of a new CEO, the board directed the senior
                                                                                                                                                                                      THE ANTICIPATED VALUE OF
                      we serve and partner with the utmost respect.                                                                                                                   REFRESHING THE STRATEGY IS:
                                                                                                             management team to modernize the strategy for the organization.
                                                                                                             After comprehensive stakeholder input on the Association’s
                                                                                                             performance and capability, a number of opportunities were               ⚫ Reaffirm our vision, mission and
                                                                                                             identified as high priorities for the next three years.                    future direction

                      We can be trusted and relied upon to do what we say                                    HRPA’s board sees a bright future for the human resources                ⚫ Curate a set of organizational
                      we will do. We act with honesty, professionalism and a                                                                                                            values to guide our people and
                                                                                                             profession. The Association’s mandate to protect the public
                                                                                                                                                                                        volunteers
                      commitment to do the right thing.                                                      interest through effective governance and regulation is a
       INTEGRITY                                                                                             responsibility not taken lightly. Fulfilling our obligations under the   ⚫ Re-invigorate the organization
                                                                                                             Act requires a fulsome review of what we have achieved to date
                                                                                                             and to look forward, anticipating what future requirements of the        ⚫ Drive alignment across the
                                                                                                             Association will be.                                                       association

                                                                                                             Management has been directed to ensure the strategic initiatives         ⚫ Provide a clear set of priorities to
                      We report information to our stakeholders in a timely
                                                                                                                                                                                        enable effective decision making
                      and open way. We solicit input and gather perspectives                                 undertaken in the years ahead enable our mission and our
                      to inform effective decision making. We share our plans                                vision in service to four strategic outcomes: financial health
                                                                                                                                                                                      ⚫ Evolve the association’s
                      openly knowing we are accountable for what we do.                                      and accountability; delighted customers/citizens; efficient and            operational and regulatory
     TRANSPARENCY                                                                                            effective processes; and, a motivated and prepared workforce in            maturity
                                                                                                             the Association and across our network of volunteers. We must
                                                                                                             balance our financial, customer, employee and internal process,          ⚫ Improve operational performance
                                                                                                             programs and projects to ensure that, when taken together, they            and better manage associated risk
                                                                                                             advance our mission.
                                                                                                                                                                                      ⚫ Communicate with and engage
                      We accept the privilege and responsibility that comes                                                                                                             stakeholders with clarity
                                                                                                             Through intensive consultation with staff, leaders and volunteers          and purpose
                      with being stewards of the profession. We take our role
                                                                                                             across the Association, we have confirmed our mission, vision
                      seriously and commit to accepting accountability for
                                                                                                             and values and established a unified voice for our profession and
                      our actions.
     ACCOUNTABILITY                                                                                          our mandate as Ontario’s HR regulator.

10                                                        H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1   H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1                                                                  11
STRATEGIC PLAN DEVELOPMENT                                                                                       STRATEGIC OUTCOMES
     ACTIVITY MAP
                                                                                                                                                Vision
     20   JUNE • MEMBER SURVEY ANALYSIS                                                                                            WHAT DO WE WANT TO BE?

     18   JUNE & JULY • CHAPTER INSIGHTS
                                                                                                                                              Mission
                                                                                                                                                                          Financial Health
                                                                                                                                                                          & Accountability
                                                                                                                                        WHY DO WE EXIST?
          JULY • PROFESSIONAL REGULATORY BODY MATURIT Y AUDIT

          JULY & AUGUST • HRPA STAFF ENGAGEMENT WORKING SESSIONS
                                                                                                                                               Values
                                                                                                                                  WHAT IS IMPORTANT TO US?
          AUGUST • CEO-CHAIR-VICE CHAIR STRATEGY DESIGN LAB
                                                                                                                                                                         Delighted Customers
                                                                                                                                                                              & Citizens
          AUGUST & SEPTEMBER • BOARD INSIGHT SURVEY
                                                                                                                           Strategic Themes, Goals
                                                                                                                                 & Objectives
          SEPTEMBER • SENIOR LEADERSHIP TEAM CULTURE & STRATEGY WORKING SESSION                                                    WHAT IS OUR GAME PLAN?

          SEPTEMBER • HRPA STAFF VALIDATION & ALIGNMENT SESSION

                                                                                                                                       Strategic Map                     Efficient & Effective
          SEPTEMBER • BOARD STRATEGY WORKING SESSION                                                                             HOW DO WE TRANSLATE AND                       Processes
                                                                                                                                  COMMUNICATE STRATEGY?

          SEPTEMBER & OCTOBER • EXECUTIVE LEADERSHIP TEAM WORKING SESSION

          OCTOBER • EXECUTIVE LEADERSHIP TEAM WORKING SESSION
                                                                                                                                Targets & Initiatives
                                                                                                                                   WHAT DO WE NEED TO DO?

          NOVEMBER • ROAD MAP FINALIZATION 2019-2021                                                                                                                        Motivated &
                                                                                                                                                                         Prepared Workforce
                                                                                                                                Personal Objectives
          DECEMBER • BOARD FINAL REVIEW & APPROVAL OF STRATEGIC PLAN                                                                 WHAT DO I NEED TO DO?

     20   JANUARY • BALANCED SCORECARD DEVELOPMENT STRATEGY MAP

     19   FEBRUARY • PLAN ROLL-OUT BEGINS
                                                                                                                                 Balanced Scorecard
                                                                                                                        HOW WILL WE MEASURE OUR PROGRESS?

12                                                                 H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1   H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1                           13
Strategic
     		 Themes & Goals
        THEME               GOAL                             S T R AT E G Y                                                     THEME                                  GOAL                           S T R AT E G Y

                                           •   Increase public voice in regulatory policy                                                                                            •   Modernize HRPA people practices and
                                                                                                                                                                                         lead by example
                                           •   Promote professionalism in HR practice
                                                                                                                                                                 Design and deploy   •   Enhance communication effectiveness
                     Champion              •   Redefine our brand and positioning to                                                                             modern, effective       and accountability
                     and elevate               stakeholders                                                                                                      and progressive
                     professionalism for                                                                                                                                             •   Introduce talent management systems
                                           •   Monitor and maintain excellence in                                                                                approaches to
                                                                                                                                                                                         and processes that enable growth
      REGULATORY     the HR profession         certification standards                                                    EXEMPLARY                              human capital           and development
      EXCELLENCE                           •   Cultivate partnerships that benefit
                                                                                                                            PEOPLE                               management
                                                                                                                          PRACTICES                                                  •   Define our cultural aspirations and
                                               the profession
                                                                                                                                                                                         enhance employee experience

        THEME               GOAL                             S T R AT E G Y                                                     THEME                                  GOAL                           S T R AT E G Y

                                                                                                                                                                                     •   Strive to provide exemplary process
                                           •   Maintain financial health while investing                                                                                                 effectiveness in all complaints,
                                               in regulatory advancement                                                                                                                 investigations and discipline undertakings
                     Maintain financial                                                                                                                          Deliver quality     •   Enable chapters to provide excellent
                                           •   Achieve operational efficiencies that
                     and operational                                                                                                                             services and            networking, mentoring and professional
                                               enable investment in organizational
                     wellbeing that            infrastructure                                                                                                    resources to            development to members
                     enables our                                                                                                                                 our network of
      OPERATIONAL                          •   Protect the safety and security of our                                       SERVICE                                                  •   Collaborative partnerships anchored in
                     member value                                                                                                                                members, students
                                               systems and data                                                                                                                          public protection and member practice
     EFFECTIVENESS   proposition                                                                                          LEADERSHIP                             and volunteers          excellence
                                           •   Behave like socially and environmentally
                                               responsible organization                                                                                                              •   Provide professional customer-focused
                                                                                                                                                                                         service to members in all interaction

14                                                         H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1   H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1                                                                        15
REGULATORY                                                                                                                                                                          I N I T I AT I V E S

     EXCELLENCE                                                                                                                                              •
                                                                                                                                                             •
                                                                                                                                                                 Refresh our Brand
                                                                                                                                                                 Finalize the CHRL Certification Requirements

                                                                                                                                  20                         •
                                                                                                                                                             •
                                                                                                                                                                 Design and Develop a Public Advisory Council

                                                                                                                                  19
                                                                                                                                                                 Stand-up a Policy Development Function
                                                                                                                                                             •   Refresh Continuing Professional Development (CPD) Requirements

           GOAL                        OBJECTIVES                                                                                                            •   Conduct Risk of Public Harm Research
                                                                                                                                                             •   Enhance Visibility of Statutory Committee Reporting

                            Promote and protect public interest by
                            governing and regulating the profession
                                              ●
                           Establish, maintain, develop and enforce
                                   standards of qualification
                                                                                                                                                             •   Re-energize stakeholders with the Vision for the Profession
                                              ●
                                                                                                                                                             •   Develop Standards of Practice Road Map
         CHAMPION          Establish, maintain, develop and enforce

                                                                                                                                  20
                                                                                                                                                             •   Design and Deploy Public Advertising Campaign to Enhance Public
        AND ELEVATE                  standards of practice
                                                                                                                                                                 Awareness of the HR Profession
      PROFESSIONALISM
                                                                                                                                  20
                                              ●
                                                                                                                                                             •   Provide Education to Chapter Volunteers on Regulation
         FOR THE HR        Establish, maintain, develop and enforce
                                                                                                                                                             •   Build a Database for Regulation of Firms
        PROFESSION             standards of professional ethics
                                                                                                                                                             •   Redesign CHRE Application Process
                                              ●
                                                                                                                                                             •   Redesign Technology Configuration of Registration
                           Establish, maintain, develop and enforce
                         standards of knowledge, skill and proficiency
                                              ●
                          Regulate practice, conduct and professional
                        conduct of members of the Association and Firms

                                                                                                                                                             •   Public Opinion Assessment about the Human Resources Profession
                                                                                                                                                             •   Enhance Registrant Awareness of Regulation

                                                                                                                                  20                         •
                                                                                                                                                             •
                                                                                                                                                                 Provide Insights with Partnered Research

                                                                                                                                  21
                                                                                                                                                                 Develop Sustainable Approach to Practice Guidance
                                                                                                                                                             •   Refresh Rules of Professional Conduct
                                                                                                                                                             •   Refresh the Competency Framework
                                                                                                                                                             •   Design Practice Inspections

16                                                     H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1   H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1                                                                         17
OPERATIONAL                                                                                                                                                                      I N I T I AT I V E S

     EFFECTIVENESS                                                                                                                                        •   Analyze and Implement Upgrades and Fixes to

                                                                                                                               20                         •
                                                                                                                                                              Association Management System
                                                                                                                                                              Develop an Enhanced Information Security Program

                                                                                                                               19                         •
                                                                                                                                                          •
                                                                                                                                                              Develop a Multi-Year Technology Road Map
                                                                                                                                                              Modernize/Redesign HRPA website
          GOAL                       OBJECTIVES

                       Leverage technology to enhance effectiveness
                                            ●                                                                                                             •   Evaluate exam processes and resources
         MAINTAIN        Design and adopt a project and change                                                                                            •   New Enterprise Performance scorecard measurement and
      FINANCIAL AND

                                                                                                                               20
                       management methodology for the Association                                                                                             reporting system
       OPERATIONAL                          ●                                                                                                             •   Analyze business requirements for CRM utilization analysis
      WELLBEING THAT
       ENABLES OUR
      MEMBER VALUE
                        Maintain prudent financial and operational
                                        controls                                                                               20                         •
                                                                                                                                                              (Data warehouse)
                                                                                                                                                              Update documentation management, data management and
                                                                                                                                                              retention standards
                                            ●
       PROPOSITION
                         Enhance risk management capability and                                                                                           •   Investigate revenue diversification opportunities
                               stand-up an ERM function

                                                                                                                               20                         •
                                                                                                                               21
                                                                                                                                                              Measure and report on service cycle times to Registrants

18                                                  H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1   H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1                                                                    19
EXEMPLARY PEOPLE                                                                                                                                                            I N I T I AT I V E S

     PRACTICES
                                                                                                                          20                         •
                                                                                                                                                     •
                                                                                                                                                         Compensation and performance management program redesign

                                                                                                                          19
                                                                                                                                                         Modernize HR practices
                                                                                                                                                     •   Values refresh – introduce behavioural measurement

          GOAL                 OBJECTIVES

         DESIGN AND
                            Modernize HR practices
      DEPLOY MODERN,
       EFFECTIVE AND
        PROGRESSIVE
                                       ●
                       Increase human capital governance                                                                  20                         •
                                                                                                                                                     •
                                                                                                                                                         Re-design engagement system

                                                                                                                          20
                                                                                                                                                         Total Rewards (benefits) review
      APPROACHES TO                    ●                                                                                                             •   Develop HR Metrics and reporting
       HUMAN CAPITAL           Develop our talent
        MANAGEMENT

                                                                                                                          20                         •   HIPO Leader program

                                                                                                                          21                         •   Human Capital Management System (HCMS) Discovery Analysis

20                                             H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1   H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1                                                                   21
SERVICE                                                                                                                                                                             I N I T I AT I V E S

     LEADERSHIP
                                                                                                                                   20                         •   Audit and relaunch Professional Programs

                                                                                                                                   19                         •   Operational process mapping

           GOAL                       OBJECTIVES

                             Enhance stakeholder engagement                                                                                                   •   Leverage CRM to enable customer segmentation
         DELIVERY OF                          ●                                                                                                               •   Define relevant marketing and effectiveness measures
      QUALITY SERVICES
       AND RESOURCES
                            Deliver reliable service to registrants
                                         and members                                                                               20                         •   Define and strengthen internal audit requirements

                                                                                                                                   20
                                                                                                                                                              •   Simplify internal processes to support Chapter Professional
      TO OUR NETWORK
                                              ●                                                                                                                   Development and speakers’ bureau processes
      OF MEMBERS AND
                         Provide support to our network of Chapters                                                                                           •   Conduct a comprehensive product and service review
        VOLUNTEERS
                                      and volunteers                                                                                                          •   Design a comprehensive volunteer engagement strategy

                                                                                                                                   20                         •
                                                                                                                                   21
                                                                                                                                                                  Redesign the Association and Chapter Awards Strategy

22                                                      H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1   H R PA S T R AT E G I C P L A N 2 0 1 9 –2 0 2 1                                                                     23
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