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So Jane, the changes are certainly quite wide-ranging, aren't they? Yes, Oliver, the skills audit, targets, suggestion scheme, training arrangements ... the list seems endless ... I suppose different people will react differently, they won't all see the benefits of the changes. Sure, and for some people, they'll feel their areas of responsibility are being taken over, become resentful, and the company must tread very carefully here ... because it's the tide of, high turnover that the company is trying to stem with these measures. These days, it's often service that's the key to maintaining an edge, so what the company needs to avoid happening in the future is sales decreasing if clients stop feeling they're getting that treatment from happy, motivated staff here. I guess it was Human Resources that pushed for the changes, then? Well, they were consulted. Actually, they're the kinds of ideas that you might have expected the team system might have generated, because they're quite wide-ranging, not just focused on one aspect. So, I guess it's quite surprising, in a way, that it was the leadership group which authored them ... what's good, I think, is the way they've spent quite an amount of time consulting with management at all levels, so they have a kind of hands-on feel. |
