Question

Many Human Resource managers hold that the priority of an organization should be its employees.e., that when and only when employees see their personal interest met, customers will be well served because satisfied employees make satisfied customers. Critically discuss this view.

From human resource management prospective

Answer 1

The organizations are now taking the shift to understand that its not the machines but the employees who are the real assets of the organization. On various research and surveys, it has been found that companies which are successful are first employee centric and this creates value for customer-focus in the industry. Though this may vary by few degrees but cannot be put into isolation. The happy employees and satisfied customers are correlated and have the ability to decide the fate of the organization in the long run.

Few survey facts and findings to support this correlation are as follows:

• Happy employees are more productive and loyal to the organization. This reduces the attrition rate and improves customer satisfaction as old employees know the organization culture very well
• It helps the organization to face the competition by this differentiation value.
• Happy employees are creative and focus on creative ways to serve the customers
• The knowledge-based services are provided by satisfied employees as organization take care of their needs
• Happy employees help to improve the goodwill of the company and this inspires them to go extra mile to deliver the results.
• Customer-centric approach is good, but it serves better when workplace is offered freehand to take care of this approach
• Both customers and employees are the two sides of the coin and together can strategically help the organizations be stable in growth