Use the Service Talent Cycle as a diagnostic tool on a successful and an unsuccessful service firm you are familiar with. What recommendations would you prescribe to each of these two firms?

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Leadership that fosters a strong service culture and climate with a passion for service and productivity drives values that inspire, energize, and guide service employees and leads by example focuses the entire organization on supporting the service front line 3. Motivate & Energize the Front Line Utilize the full range of rewards: - Basic pay - Performance bonuses -Satisfying job content - Feedback & recognition -Goal accomplishment Service Excellence & Productivity 1. Recruit the Right People Be the preferred employer & compete for talent market share 2. Enable the Front Line Empower the front line through -information on performance - knowledge to facilitate problem solving -granting power to make decisions - rewards Build high-performance service delivery teams -establish cross-functional, customer-centric structure - develop effective team structures & skills for team members -integrate teams across departments & functional areas Figure 11.12 The Service Talent Cycle: Getting HR right in service firms. Intensify the selection process to hire the right people for the organization and the given job Extensive training, development & coms on - organizational culture, purpose, & strategy - interpersonal & technical skills - product & service knowledge - internal marketing and communications