Service Management 2.0: The Next Generation of Service

Leadership and culture play a greater role in effective service organizations today than ever before. Value-based leadership is an effective way to make the values and vision of the organization become meaningful and relevant, when communicated and supported by first-line management and frontline employees. Getting engaged employees requires a focus on the right HR processes, and that employees have a higher purpose in their work other than what is simply dictated by the job profile. Attitude, behavior, commitment and ultimately quality are outcomes of having sound and robust people practices, and leadership is the enabler.