How do we change the paradigm for customer service? Our goal is to instill in employees the core values of service quality, teamwork and accountability. I know there’s no easy path, but we need a few stepping stones to get started. Our aim is to develop competencies that describe these abstract behaviors and use them to measure performance. —Stepping Stones Sought, software/services, Hyderabad, India
How do I design a training roadmap for our company? Our goal is to craft a framework that provides specialized employee career development that enables us to fill the pipeline as we grow. —Growing with Gusto, human resources executive, health care, Singapore
Research by APQC, one of the leading proponents of process and performance improvement, has yielded key insights into what engagement is, how it can be measured and how it can be integrated into organizational culture.