Customer experiences are directly proportional to employee experiences, especially in service and retail industry.
How many times have you visited a retail outlet and found an executive who is to eager to help (when you want to be left alone) or you don't find 'one' when you want some assistance? How many times have you visited a gaming-joint or a family entertainment centre and found floor executives either not too helping or with inadequate knowledge? I am sure it has happened to you more than once.
In one of the recent MDPs on Talent Management, where I was one of the resource persons, a DGM -HR of a retail giant expressed that two of his most serious problems were retaining and training sales guys in the outlets. They would jump jobs even for a petty-raise of Rs. 500-1000. And their ability to deal with customers is not too high - more specifically they do not know when to help and when to leave the customer alone. Additionally, when it comes to groceries or vegetable/fruits, female customers come armed with lots of information about prices prevailing in mom'n'pop stores or street-side vegetable vendors. Their executives do not seems to have the same proficiency in managing such an 'informed' customer and explaining about best-offers or prices offered by the retail store.
All this brings to the point that 'Training for Skills' is such an important intervention to engage both the internal and external customer.
The Spaceport ( American family entertainment centres) employee training video should be an eye-opener for many on how even less skilled and literate employees, in direct customer-facing roles can be made more efficient through training. And how such initiative has helped Spaceport to serve its customers better.
Wednesday, October 27, 2010
Friday, October 22, 2010
Mobile Tracker
'Indian employees are most eager in the world to change jobs in the next six months, a survey by global HR service provider Ma Foi Randstad said.
The 'work monitor' survey shows the extent to which employees are thinking of changing their jobs in the short-term compared with other countries in the world.
"India's mobility index is 140-- the highest in the world-- followed by Mexico, China and Turkey. This index shows that Indians are most open about shifting their jobs in the next six months," the survey said. The lowest employee mobility is seen in Luxembourg, Italy and Hungary.
"We hope the report contributes to enhance understanding of employee sentiments for organisations in India. In addition, this survey over a period of time will guide employers to direct their efforts to align workforce and raise engagement levels to optimise profitability," Ma Foi Randstad managing director K Pandiarajan said. The survey revealed that 80 per cent of the employees in India are open for a different job.
Moreover, employees in the salary bracket of Rs 5-10 lakh are the least mobile in India, while in the US the professionals in junior to mid career (USD 45,000-50,000 salary brackets) levels are the most mobile.' 'Indian workforce most mobile in world: Survey
India today represents the epi-centre of opportunities primarily beacuse of the growing markets and largely un-tapped consumer base. At the same time availability of comparitively cheaper but skilled labour acts as a force-multiplier. But as much this workforce is a potential, it is also a threat because of its enormous mobility. The key is not only to tap into this workforce but to understand them and engage them strongly with the organization. The challenge is same for all the HR leaders and managers in similar emerging markets, which have traditionally equated managing human resource to maintainence functions. Remember, Engagement is key!
The 'work monitor' survey shows the extent to which employees are thinking of changing their jobs in the short-term compared with other countries in the world.
"India's mobility index is 140-- the highest in the world-- followed by Mexico, China and Turkey. This index shows that Indians are most open about shifting their jobs in the next six months," the survey said. The lowest employee mobility is seen in Luxembourg, Italy and Hungary.
"We hope the report contributes to enhance understanding of employee sentiments for organisations in India. In addition, this survey over a period of time will guide employers to direct their efforts to align workforce and raise engagement levels to optimise profitability," Ma Foi Randstad managing director K Pandiarajan said. The survey revealed that 80 per cent of the employees in India are open for a different job.
Moreover, employees in the salary bracket of Rs 5-10 lakh are the least mobile in India, while in the US the professionals in junior to mid career (USD 45,000-50,000 salary brackets) levels are the most mobile.' 'Indian workforce most mobile in world: Survey
India today represents the epi-centre of opportunities primarily beacuse of the growing markets and largely un-tapped consumer base. At the same time availability of comparitively cheaper but skilled labour acts as a force-multiplier. But as much this workforce is a potential, it is also a threat because of its enormous mobility. The key is not only to tap into this workforce but to understand them and engage them strongly with the organization. The challenge is same for all the HR leaders and managers in similar emerging markets, which have traditionally equated managing human resource to maintainence functions. Remember, Engagement is key!
Tuesday, October 19, 2010
The Social Media Engagement
‘The CEO of a Mumbai-based pharma company — let’s call him A — was recently in a fix. For some weeks now, a few of his younger colleagues have been urging him to open a Facebook account. The problem is, the only brush with social networking that A, who is in his late 40s, has had is what he reads in the newspapers. Faced with the prospect of some of the younger members on his team wanting to see him better networked, A did the next best thing: He got his young personal assistant to open a Facebook and Twitter account…
Bosses who previously banned or blocked social networking sites in office, are now realising that getting onto FB, Orkut, Twitter or even YouTube is actually a great way to connect with their younger, more wired colleagues. Not only is it helping them to ‘learn’ the language of the youth much faster, but the sites are also giving them a platform to get their ideas across to their teams — in a less formal way.
While some senior managers are using the sites to pass on better-management nuggets or give mini pep-talks to staff, others are broadcasting their business plans and goals, and seeking mass feedback from employees.
For some companies, social networking by the head honchos has become a full-fledged HR strategy to make the company Gen Next ready, at a time when the average working age in India Inc is falling rapidly…
"Empowerment is the new engagement. People want to stay connected with their friends and colleagues through their networks,” says Future Group business head (Private Brands), Devendra Chawla. “They want their voices to be heard, and ideas to play around with. Technology and social media have come together to give one various ways to express oneself.”…’ - Writankar Mukherjee- Head honchos get trained in using social networking sites
Social Media is in big way, no questions asked. Trying to keep employees away from the same or trying to 'police' the same was never a smart idea. Social Media which is seen as a threat by some companies can be converted to their advantage. Social Media can be used for networking, communicating and engaging people better. Overall companies must realize that social media presents an excellent opportunity to build and strengthen their employer brands.
Bosses who previously banned or blocked social networking sites in office, are now realising that getting onto FB, Orkut, Twitter or even YouTube is actually a great way to connect with their younger, more wired colleagues. Not only is it helping them to ‘learn’ the language of the youth much faster, but the sites are also giving them a platform to get their ideas across to their teams — in a less formal way.
While some senior managers are using the sites to pass on better-management nuggets or give mini pep-talks to staff, others are broadcasting their business plans and goals, and seeking mass feedback from employees.
For some companies, social networking by the head honchos has become a full-fledged HR strategy to make the company Gen Next ready, at a time when the average working age in India Inc is falling rapidly…
"Empowerment is the new engagement. People want to stay connected with their friends and colleagues through their networks,” says Future Group business head (Private Brands), Devendra Chawla. “They want their voices to be heard, and ideas to play around with. Technology and social media have come together to give one various ways to express oneself.”…’ - Writankar Mukherjee- Head honchos get trained in using social networking sites
Social Media is in big way, no questions asked. Trying to keep employees away from the same or trying to 'police' the same was never a smart idea. Social Media which is seen as a threat by some companies can be converted to their advantage. Social Media can be used for networking, communicating and engaging people better. Overall companies must realize that social media presents an excellent opportunity to build and strengthen their employer brands.
Monday, October 18, 2010
Customized Leadership
'As a leader, you have the potential to improve—but you have to work at it. You have to want to get better if you’re going to become an effective leader. Why is this important? Because as a leader, you have an opportunity to help your people grow. But to positively impact others, you have to be willing to keep learning and growing yourself. You have to work on your own development.
Fortunately, it is possible to get a little better each day as a leader. If you’re willing to put in the time, you can learn and apply new skills on a consistent basis. And, given today’s pace of change, you can’t wait for the organisation to bring leadership training to you; you have to work on your own game...In the end, leadership is about the people you lead… not about you. Which begs the question: Is this how you’re looking at leadership? Are you spending your time on the right big things, and is one of those things people development? Are you going out of your way to raise the profile of your employees? What if you volunteered your leadership skills for a nonprofit organisation?
How about teaching a class at the corporate university? Finally, what is your plan for succession? These are the questions that will help you make the transition from ‘it’s about me’ to ‘it’s about others.’
If you manage other people, you’ve been given a great gift—the opportunity to change people’s lives. If you’re going to make that kind of a difference, you need to take your leadership skills to a new level. That means taking control of your own learning agenda. Start by creating a customized leadership development plan—one that says: “I care about becoming a better leader.” Steve Arneson - Work On Your Game
Fortunately, it is possible to get a little better each day as a leader. If you’re willing to put in the time, you can learn and apply new skills on a consistent basis. And, given today’s pace of change, you can’t wait for the organisation to bring leadership training to you; you have to work on your own game...In the end, leadership is about the people you lead… not about you. Which begs the question: Is this how you’re looking at leadership? Are you spending your time on the right big things, and is one of those things people development? Are you going out of your way to raise the profile of your employees? What if you volunteered your leadership skills for a nonprofit organisation?
How about teaching a class at the corporate university? Finally, what is your plan for succession? These are the questions that will help you make the transition from ‘it’s about me’ to ‘it’s about others.’
If you manage other people, you’ve been given a great gift—the opportunity to change people’s lives. If you’re going to make that kind of a difference, you need to take your leadership skills to a new level. That means taking control of your own learning agenda. Start by creating a customized leadership development plan—one that says: “I care about becoming a better leader.” Steve Arneson - Work On Your Game
Friday, October 8, 2010
Commonwealth to Common Wealth
The government on Tuesday said the ongoing Commonwealth Games may add about $5 billion to the Indian economy and create about 2.5 million jobs in the next few years. Undoubtedly huge events like sporting extragravanzas can be used to induce and initiate human resource planning and can be converted into economic and social opportunities. But it requires sound planning and clinical execution.
Recently Winter Olympics 2010 was hosted at Vancouver. The games were used to maximize economic and social opportunities in the entire British Columbia region. The planning for the same began in Dec. 2002, when representatives of the federal department of Human Resources and Skills Development Canada, the provincial Olympic Secretariat, and the provincial Ministry of Skills Development and Labour formed a multi-stakeholder committee under the auspices of an Industrial Adjustment Agreement. The 2010 Human Resources Planning (HRP) Committee included representatives of Aboriginal people, Downtown Eastside Vancouver, the Vancouver Agreement, the tourism industry, the Vancouver 2010 Bid Corporation, and provincial Ministries of Advanced Education and Human Resources. The committee came-out with the final report called ‘Planning for Gold’ - maximizing 2010-related employment & skills opportunities in British Columbia: connecting labour market supply & demand on Dec. 15, 2003 which was made public.
The report planning premise was between 2003 and 2015, and very much became a starting point in the planning and development of human resources required to maximize business, employment, and skills development opportunities throughout BC. The four key, recurring themes throughout this report were maximizing economic and social opportunities, addressing potential skills gaps, tapping the potential of under-utilized human resources and, connecting labour force supply and demand.
Can we replicate the same?? Can Commonwealth games 2010 be used as a platform to engage human resource and maximize the opportunities not only for India but for the entire South Asian region??Time will tell.
Recently Winter Olympics 2010 was hosted at Vancouver. The games were used to maximize economic and social opportunities in the entire British Columbia region. The planning for the same began in Dec. 2002, when representatives of the federal department of Human Resources and Skills Development Canada, the provincial Olympic Secretariat, and the provincial Ministry of Skills Development and Labour formed a multi-stakeholder committee under the auspices of an Industrial Adjustment Agreement. The 2010 Human Resources Planning (HRP) Committee included representatives of Aboriginal people, Downtown Eastside Vancouver, the Vancouver Agreement, the tourism industry, the Vancouver 2010 Bid Corporation, and provincial Ministries of Advanced Education and Human Resources. The committee came-out with the final report called ‘Planning for Gold’ - maximizing 2010-related employment & skills opportunities in British Columbia: connecting labour market supply & demand on Dec. 15, 2003 which was made public.
The report planning premise was between 2003 and 2015, and very much became a starting point in the planning and development of human resources required to maximize business, employment, and skills development opportunities throughout BC. The four key, recurring themes throughout this report were maximizing economic and social opportunities, addressing potential skills gaps, tapping the potential of under-utilized human resources and, connecting labour force supply and demand.
Can we replicate the same?? Can Commonwealth games 2010 be used as a platform to engage human resource and maximize the opportunities not only for India but for the entire South Asian region??Time will tell.
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