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Showing posts from August 31, 2010

VALUE YOUR FRONTLINE EMPLOYEES

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More than 80% of our   (Western) economies is based upon services. However, most tools, processes, research and business models are still based upon products and manufacturing know-how. This creates tension, especially on the work floor. In the case of services, the person who delivers the service is in essence the service. Indeed, a human being and not a machine or a part. Human beings can and would like to think for themselves, they would like to grow, have meaningful work and feel engaged. Who are these frontline employees in service jobs? They are food service workers, nurses’ aides, janitors, home healthcare workers, waiters, cashiers, receptionists, rental-car agents etc. 45% of all jobs are these routine service jobs. We have to make these service jobs even more innovative, more productive, and higher paying. This is beneficial for them as well as for the business. Employees who are enthusiastic, engaged, and fulfilled are also happy. This lowers the use of the healthcare