why good hr makes good business sense n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Why good HR makes good business sense? PowerPoint Presentation
Download Presentation
Why good HR makes good business sense?

Loading in 2 Seconds...

play fullscreen
1 / 10

Why good HR makes good business sense? - PowerPoint PPT Presentation


  • 145 Views
  • Uploaded on

Why good HR makes good business sense?. Business Strategy. Leadership. Employee Engagement. Internal / External Customer Satisfaction , Delight and Loyalty. Business Performance. Source: Heskett et al. (2008). S ervice -profit chain. (Harvard) Parasuraman & Owen.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Why good HR makes good business sense?' - prem


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
why good hr makes good business sense
Why good HR makes good business sense?

Business

Strategy

Leadership

Employee

Engagement

Internal / External

Customer Satisfaction,

Delightand Loyalty

Business

Performance

Source: Heskettet al. (2008). Service-profit chain. (Harvard) Parasuraman & Owen

the facts why it s important
The facts…Why it’s Important…

68%

41%

70%

…of customers LEAVE because of poor employee attitude

Source: Parkington and Buxton, Study of the US Banking Sector, Journal of Applied Psychology

…of customers are LOYAL because of a good employee attitudeSource: MCA Brand Ambassador Benchmark

…of customer brand perception is determined by experiences with PEOPLE

Source: Ken Irons, Market Leader

the linkage analysis with engagement
The linkage analysis with engagement

Employee Attitudes

Customer Impact

Financial Results

Senior management

interest

Employee

engagement

0.65

Customer

focus

0.70

Revenue

growth

Challenging work

Decision-making

Authority

Customer focus

Cost of

Goods sold

Operating

margin

Career advancement

Turnover

retention

Company reputation

As employer

Teamwork/

collaboration

Sales, general &

Admin expense

Resources

SOURCE: TOWERS PERRIN

Decision-making

input

Positive relationship

Negative relationship

Conceptual relationship

Senior-management

vision

Significance of statistical correlations:

0,25 – 0,3 – Significant

0,31 – 0,45 – Strongly significant

0,46 – 0,65 – High significance

the moment of truth so where to focus
The moment of truth…so where to focus?

Business

Strategy

Leadership

Employee

Engagement

Internal / External

Customer Satisfaction,

Delightand Loyalty

Business

Performance

Moment of Truth

The HR Management Process / Value Chain

Source: Heskettet al. (2008). Service-profit chain. (Harvard) Parasuraman & Owen

what the evidence say
What the evidence say…

Business

Strategy

Leadership

Employee

Engagement

Internal / External

Customer Satisfaction& Loyalty

Business

Performance

Human Resources

Management

Customer Relations Management

Financial / Profit

Service concept:

employee behaviour

linked to brand promises

Retention, Repeat

Business, Referral

Quality of HR Value Chain

……………………………………………………………………………………………………………………………………………………………………..

ccccccccccccccccccccccccc

Impacted by level of

employee engagement

Service designed & delivered

to provide consistent customer

experiences

Source: Heskettet al. (2008). Putting the service-profit chain to work. Harvard Business Review

slide6

People Philosophy, Strategy & Policy

Purpose, Intent, Values

Generic Human Resources Value Chain

Strategic

Research

Organisational

&

Work /

Job

design

HR

Planning

Recruit,

Select,

Place &

Induct

People

Development

Managing

Performance

Recognition

&

Reward

Redeploy

&

Exit

Human Resources Administration

Employment Relations / Employee Relations

Human Resources Management System and MIS

Change Management & Facilitation (Project Management)

approach hr state of health assessment example of assessment of induction on boarding engagement
Approach: HR ‘State of Health’ AssessmentExample of assessment of Induction, On-Boarding & Engagement
slide10
Question:Based on the science and links into business value, would you participate in such an assessment approach?