17 May 2011
School
Department
Course
Professor
Service Talent Cycle
Service Excellence & Productivity:
1.Hire the Right People
•Be the preferred employer and compete for talent market share
•Intensify selection process to hire the right people for the organization and
the given job
2.Enable your People
•Build high performance service delivery ideas
oIdeally cross functional, customer centric structure
oDevelop team structures and skills that work
•Empower the frontline
•Extensive training on:
oOrganizational culture, purpose and strategy
oInterpersonal and technical skills
oProduct/Service knowledge
3.Motivate and Energize your People
•Utilize the full range of rewards
oPay, Bonus, Job comfort, Feedback & recognition, goal accomplishment
Employee’s Perspective Paper
3 HR processes. Choose 1. How does it affect: Retention, Productivity, & Engagement.
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