Consulting employees and caring for customers: are they compatible?

Article Abstract:

The growing market awareness of British industry is manifested in part in the increasing use in the UK of employee communication as an internal marketing tool and as a means of enabling employees to align their own needs with business needs and to to improve customer service. Most customer care initiatives currently being implemented include a policy statement on the importance of enhancing service quality and increasing customer satisfaction. They also include programs to improve employees' interpersonal and communication skills. However, there is evidence indicating that requiring employees to smile all the time and to always be polite and friendly towards even the most offensive customer is taking its toll. The inability of employees to control their own working environment can engender feelings of being burned out.

Analysis, Customer service, Customer satisfaction

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Human resource management: redesigning the organization

Article Abstract:

The human resource function of an organization plays a critical role in the implementation and development of corporate change. A variety of approaches are offered to corporations on how to implement organizational change but there is a universal notion that a relationship exists between organizational structure and the human resource function. The issue of decentralization and delayering that comes with organizational restructuring must be dealt with by human resources personnel, such as in the effects of organizational change on internal labor markets. Training schemes and models based on competency can be utilized to facilitate a smooth transition to change. Empowerment and an emphasis on commitment are among the human resources management techniques frequently employed by organizations in the 1990s.

Methods, Planning, Organizational effectiveness, Organizational change, Human capital

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