HTH 102 Lecture Notes - Lecture 8: Organizational Culture, Herb Kelleher, Southwest Airlines
6 Mar 2016
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It is also referred to hiring people for character before credentials attitude over aptitude who they are first & what they know second. Understand the importance of frontline staff and how leading service organizations hire, train and motivate. Explain why service staff is so important to the success of a service firm. Understand the factors that make the work of frontline staff so demanding and often difficult. 2: describe the cycles of failures, mediocrity, and success in human resource (hr) management for service firms. 9: understand the role of service leadership and culture in developing people for service advantage. Understand the key elements of the service talent cycle and know how to get hr right in service firms. Know how to attract, select and hire the right people for service jobs. Explain the key areas in which service employees need training. Understand why empowerment is so important in many frontline jobs. Explain how to build high-performance service delivery teams.
