Customer care and performance management at heart of 'transformation' initiatives

Improving customer care and performance management, as well as cutting costs, are the main reasons many bosses choose to implement training or "transformation programmes", it has been suggested.

HR Zone reports that global management consulting firm Booz and Company surveyed senior executives who have led such initiatives in large organisations, finding 82 per cent to consider them beneficial for business performance.

"The attitude of the organisation's leadership is key and they need to inspire people to adopt new ways of working, skills and behaviours," principal Ashley Harshak remarked to the news provider.

He went on to claim that the second generation of change management will focus on "the 'how', rather than the 'what'" of performance improvement.

Mr Harshak concluded: "HR departments also need to act as enablers to underpin this - for example using learning and development programmes and the strategic use of recruitment and reward."

In Booz and Company's poll, 79 per cent of respondents said they opt for training and transformation programmes in the name of performance improvement, just over half (51 per cent) cited better customer care as a goal and 62 per cent said cost cutting is their ultimate aim.