Value chains in service organization

Résumé du document

The research of productivity and performance are the main important points for a company nowadays in order to keep their market shares, to continue of growing, or only to be able to keep its place on the market. Before companies were more focused on their products and on the way to sell them in order to make benefit. The profit was the most important point for the company and everything was turning around this point.

"Companies must rethink their approach to training, learning and performance," said Claude Legouix, president of Spares & Logistics Manager (Safran Group). "Performance Support is a critical part of the learning process as it can integrate and extend a company's current training, information and knowledge assets."
According to Supply Chains Magazine, only 53 percent of employees surveyed were satisfied with their company's training and support systems due to an abundance of information overload and the fact that employees can only retain 25 percent of the information they receive during training.

Extraits

[...] They can or take them in their companies and train them or they can hire new people from outside. This is very important to improve all the time for the company and for the employees, this is the way to grow and to stay stable on the market as the competition is hard. So companies have to have a long term view and to be able to anticipate the demand and have the well trained employees at the right moment. [...]

[...] But the more an employee will work on the same kind of projects, the better he will be. But as we said previously, the employees have a career demand and don't want to do the same thing all the time as they have different needs, situations and aspirations. This is why, some human resources department are working with the demand management function system. As over a period a time, the deployment of resource is enhanced by building different domain skills for employees. HR has two choices to have talents. [...]

[...] The best way to achieve this point is to share information, knowledge . They can use different IT and new technologies tools for that as previously mentioned. All this help to reach the level promised to customers. References: Janat Shah (June 2007) IIMB Management Review Supply Chain Issues in Knowledge-based Service Industries: Discussion Jeanette Blomberg European Management Journal (2008) 26, 222 Negotiating meaning of shared information in service system encounters CORPORATE LEADERSHIP COUNCIL Linking Employee Satisfaction with Productivity, Performance, and Customer Satisfaction www.corporateleadershipcouncil.com Increasing Supply Chain Productivity by Hewlett Packard Development Company www.hp.com http://www.hp.com/large/products/supply-chain-productivity.pdf Source: Jeanette Blomberg, European Management Journal (2008) 26, 222, Negotiating meaning of shared information in service system encounters. [...]

[...] The tools set up by the companies can be for example a customer care center that helps to understand the customer's needs and to help them to solve their problems if needed. This is a very important point and it has to be efficient otherwise the client can be disappointed and may be looking for a competitor product. In that case, the company is losing a client and it is then very hard to get it back in its customer portfolio. Once again, in order to measure the company performance, we have experienced that most of the time when we call a customer care centre, we are registered. [...]

[...] Empower the employee to improve: If the employee wants to improve, then ask him or her to create an action plan. Although it remains important to provide assistance when needed, the best action plans are those created by the employee. So, give him or her full ownership. In addition, the manager can help find or create resources to support the employee's plan. For instance, there may be a local training session that can help an employee gain needed skills or experience. [...]