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This two-part analytical case illustrates the situation of Money Cash Flow Inc., a fast-growing Canadian insurance company, where the human resources management at its Montreal call centre has gradually become a major concern. In view of the many customer complaints and the growing number of employee departures, senior management wants to correct the situation and get the company back on an even keel. A stable and committed workforce is an important factor in the company's success. Management recognizes that human capital is the main source of its value added and a strategic advantage in its industry.

Supplement to case HEC162. This two-part analytical case illustrates the situation of Money Cash Flow Inc., a fast-growing Canadian insurance company, where the human resources management at its Montreal call centre has gradually become a major concern. In view of the many customer complaints and the growing number of employee departures, senior management wants to correct the situation and get the company back on an even keel. A stable and committed workforce is an important factor in the company's success. Management recognizes that human capital is the main source of its value added and a strategic advantage in its industry.

If the HR function is to become a strategic partner within an organization, it must be able to measure the results of its activities and programs. But how? The case places students in the position of an external consultant who is mandated to identify and develop indicators that will be used to establish a balanced scorecard for the head of the Staffing and Workforce Planning Division of the Société de transport de Montréal (STM). This is a decision-making case, since it asks students to decide on the relevant indicators to be selected for the balanced scorecard. At the same time, it can also be regarded as an analytical case, in that the solutions/indicators must be based on an exhaustive analysis of the situation and information conveyed in the case and its appendices.