Human Capital Management – It takes more than training
Organizational Development
Sustainable and sincere customer service requires more than textbook training.
Four fundamental elements are required to create an integrated approach that enables employee understanding, buy-in and commitment so that they can “live” the concepts daily rather than have them remain on bookshelves.
1. Values and Overall Objectives
2. A clearly articulated Service Model
3. Service Processes & Infrastructure
4. Talent Management Process
Talent Management’s Five Components
1. Positions and Qualifications Identification
2. Candidate Recruitment
3. Candidate Screening, Assessment and Selection
4. Employee Development
– Training
– Pre-Employment
– Capacity Building
– Position-Specific Skills
– Management and Executive Development
5. Employee Engagement, Motivation and Retention