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NTU Management Review Vol. 35 No. 1 Apr. 2025

compensation report in physical form, which is then passed on to the HR business partner,
the first- (often the hiring manager) and second-level manager, the function head, the HR
head, and the general manager by the candidate. After all approvers sign the compensation
report, it is transported to the recruiter who hands it to the C&B department, which triggers

the offer letter approval process.
In the offer letter approval process, the C&B specialist prepares the offer letter in
physical form which is then passed on to the HR and function head by the candidate.

After the HR and function head signed the offer letter, it is returned to the C&B specialist
who then informs the recruiter to reach out to the candidate. We illustrate aforementioned
processes in Figures 1 and 2.
“It is true that you cannot improve what you cannot measure. We must identify
KPIs to monitor the performance,” the senior corporate advisor reveals. It typically takes

8.5 working days for each compensation report to be signed and approved, and another
working day to complete the offer letter approval process. The average process time from
the hiring manager making the final decision to the recruiter reaching out to the candidate

is 9.5 working days. In addition to the process time, the number of damaged reports is also
monitored.
As the business process analyst notes, “After conducting interviews to the recruiters
and finishing drawing business processes, I started to collect relevant regulations, like
policies and national legislation. I also needed to figure out a way to connect the process

to corporate strategy.” The approval process for the compensation reports and the offer
letter aims to ensure a sufficient supply of personnel to maintain daily operations, and
to help achieve the FOCUS strategy. “The point of the FOCUS strategy is to motivate

employees so that they provide great service quality to our customers. Any shortage in
the workforce just leads to the opposite of that. We need to motivate them, not discourage
them” (business process analyst). Moreover, the analyst reports an internal policy controls
the approval process and requires the HR business partners and hiring managers to be the
approvers. The HR manager will determine whether this approval process needs to go to

CEO/GE. The CEO/GE will then be notified if the answer is yes. The company then has to
archive compensation reports and the offer letters.

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