Figure 11-5 Human Resource Strategies for Closing GAP 3

Customer-

oriented Service Delivery

Hire the

Right People

Provide

Needed Support

Systems

Retain the

Best

People

Develop

People to

Deliver

Service

Quality

Compete for

the Best

People

Hire for Service Competencies and Service Inclination

Provide Supportive Technology and Equipment

Treat Employees as Customers

Empower Employees

Be the Preferred Employer

Train for Technical and Interactive Skills

Promote Teamwork

Measure Internal Service Quality

Develop Service-

oriented Internal Processes

Measure and Reward Strong Service Providers

Include Employees in the Company’s Vision