The text discusses service delivery: prompt and personal. The text stresses that organizations are forced to fit their HR objectives and processes into often-oversimplified models. Differentiation takes a back seat. Again, looking at a total reward package, an employee must find a way to reward those employees that do set themselves apart from others yet continue to incorporate incentives/goals/rewards that drive employees to perform better. It has often been said that the best part of HR is the "human" part. How does a progressive HR department deliver timely, quick, accurate services to employees and retain that "human" side? Does automation have a place in this picture