Notes

Outline

Slide 1

Agenda PART 1 Unfreezing and capturing expectations Customer focus vs Employee focus Exploring the Employee-Customer linkage Drivers of service excellence PART 2 What do employees look for in their job Sharing corporate practices to enhance employee motivation Conclusion on ‘sovereignity’

Slide 3

The Employee Customer Linkage

Positive correlation between Employee Loyalty & Shareholder Value Higher stock price to book value ratios Higher annual returns Investors look into 8 factors – one of which is ‘ co.s that attract & retain the very best people’ Higher survival rates of IPOs in co.s that cite employees as key competitive edge

Rationale for Employee/Customer Attachment

Slide 7

Slide 8

The Management of Customer Contact Service Employees

Dimensions of Service Quality identified by Customers Employee Courtesy Employee Competence Adequate number of Staff Selling Attitude/Responsiveness Branch Administration Communication Physical Evidence

Employee Levers

The Service Profit Chain

Key Elements of Service Excellence Initiative New Managerial Attitudes & Behaviour Supportive Management Style Role modelling in service quality Job Redesign Staff Training in Service Excellence Desired Outcomes of Service Excellence Psychological Empowerment Customer Oriented Behaviour

Dimensions of High Involvement HR Systems Emphasis on selective hiring and initial training Design of work to provide opportunities for individual discretion HR incentives such as high relative pay and performance management systems that build trust

Seven Hazards in handling problem people The Mulberry Bush Chase The Huckster hazard – ( tell & sell) The ignorance is bliss syndrome The self centredness trap The hanging judge tendency The monochrome vision The denial danger

The Three Step approach Create a rich picture Reframe your goals Stage the encounter

COMPENSATION : THE CHANGING FOCUS CASH         TO            LIFE STYLE            TO             ASSET CREATION                 TO                    WEALTH CREATION

Employee Satisfaction & Retention

WHAT RETAINS PEOPLE

On Retention……..