Question

Customer-Focused Measures vs. Workforce-Focused Measures

Compare and contrast Customer-Focused Measures versus Workforce-Focused Measures. Please provide examples from your own experiences. If, you do not have any experiences, please provide what these concepts look like within an organization.

Answer 1

Answer

Customer focused measures are those actions or steps taken by the management to improve serviceability, product offerings, as needed by the customers, and to satisfy them, leaving no room for cognitive dissonance. Customer focused measures support bringing efficiency in meeting the requirements of the customers, considering their complaints and quick redressal for retaining them.

Workforce focused measures are those actions that are important for keeping the employees productive and performance high. Motivating them to exceed in service and providing support for employees throug training, development, and counselling, so that their skills can be improved and they will be more capable for meeting the job requirements and to adapt changes.

Both of these measures are important for enhancing over all performance of the organisation. To bring greater efficiency, employee engagement, loyalty and increased customers base. Which leads to high revenue, growth and profitability.