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[Excerpt] The workplace is being shaped by many changes, including digitalization, globalization, demographic shifts, leadership transitions, and organizational redesign. Over the last 10 - 15 years, many large organizations have gone through a structural transformation of their HR function centering on the “three-legged stool model” which distributes HR work into three key groups: HR Business Partners, Centers of Excellence, and Shared Service Centers. This model initially allowed HR to become leaner, less administrative & more strategic, although the adoption and results of the model have been mixed. Inconsistent implementation of theorist recommendations, HR role changes over time, and the changing needs of organisations and how those needs might be fulfilled have signaled a need for further HR change. As the rapid growth and usage of technology has digitized service delivery and customer engagement in every business sector, the HR operating model will need continuous transformation.


Suggested Citation
Narayanan, N. & Ferreira, K. (2019). How does HR need to change its operating model to align more to changing times? Retrieved [insert date] from Cornell University, ILR School site:

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Copyright held by the authors.