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The speed of change we now face requires that businesses pay continual attention to the changing needs of their operations. It used to be said that 18 months represented a period over which changes would inevitably take place. In today’s environment we often refer to 3 months as a “web year” because a business is only as good as its last quarter’s performance. In such a situation, doing nothing is no longer an option.
The ability to utilise change is a learned skill, and getting organisations and operations used to regular change will assist towards reducing resistance to change. Although change for the sake of change is to be avoided, training people to accept change is a key requirement for companies to survive in the turbulent environment that now exists.
In the rapidly changing service environment where customers continue to increase their demands, establishing new paradigms has become pivotal to any change management exercise. The shape of organisations should be constantly under review in an attempt to provide better customer service at a lower cost.
Understanding the drivers of your staff and effectively measuring their performance will allow a business to retain the highly talented people within your organisation. It is a truism that people buy from people, and attracting the right customers is significantly influenced by having highly motivated staff.
Developing your staff through training, coaching and mentoring is the most effective way of retaining them and ensures that the quality and calibre of your employees is continually improving. Assessing the requirements of your staff through such mechanisms as needs analysis, ensures that development is focused where needed, and in line with their business role.
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