Question

What inter linked elements of a service organization's operations and its HR policies are optimal

    for achieving superior quality, customer satisfaction and financial results.

Answer 1

The interlinked elements of a service organization's operation and its HR policies are Job satisfaction from work and reward and recognition policy for performance. The other interlinked element is employee attitude and behavior in the service industry as it becomes very critical to achieve superior quality, customer satisfaction, and better financial results.

The practice of employee motivation and encouragement for delivering the superior quality should not be the job of only the HR, actually, the operation department also has similar responsibilities. The element of employee motivation, job satisfaction, performance management (reward and recognition), attitude and behavior shaping all are interlinked elements between the operation and HR policies. Quality work will bring customer satisfaction and a satisfied customer will give more revenue as well as the margin for the service industry and the superior quality of service can be delivered only by motivated staff who have the right attitude for customers and their behaviors are in line to bring customer satisfaction. Out of all elements, job satisfaction plays the most crucial role in achieving the objectives of the organization.