ISS 2020 Vision Future of Service Management | Page 65

Employees
Employee retention
35%
Skill mismatch
25%
Tracking and development
17%
11%
Employee attraction
5%
Coordinating teams
Other 1%
N/A 1%
Managers
Finding the right candidate
30%
Shortage of talent
21%
Hiring for attitude/training for skill
19%
17%
Creating purpose and prise
6%
The freelance economy
5%
Training
N/A
1%
Figure 28: What will be the biggest challenge in the future concerning talent – both employees and
managers? (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
According to interviewed subject-matter experts:
Recruiting is one of the most important questions. If you look at the expertise
people have and the resources of a service company, what do they consist of? These
companies do not produce any material goods, they do not have much else apart
from the human assets – the people – and this resource is limited. There is no infinite
source of high quality service professionals. (…) Thus, it is important for service
organisations to assess whether they fit into their own service culture. 83
Research has supported this notion. Studies indicates that more than 60% of CEO’s highlight
concerns regarding the availability of key skills. 84 Likewise, two thirds of millennials are
expected to leave their current employer by 2020. 85 Service providers must know how to
83 Coenen, C., ISS 2020 Vision: Future of Service Management, 2016.
84 PWC, 19 th Annual CEO Survey, 2016
85 PWC, Talent mobility 2020 and beyond, 2016
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