ISS 2020 Vision Future of Service Management | Page 67

Attraction
Service providers must also be willing to offer more than monetary remuneration and
financial benefits. They will be required to take a more holistic look at talent management,
which includes not only attraction, but also integration and retention – the entire hiring
journey (see figure 29).
• Attraction: Determining the needed skills and identifying the talents within these
skills, such as adaptability and alignment with the organizations values and
culture. It is important to offer a degree of flexibility in the benefits and rewards
packages offered.
Integration
• Integration: Aligning and communicating organizational values and building trust
among peers and managers.
• Retention: Providing strong leadership that enables employees to grow personally
and professionally, but also balances a degree of autonomy in the making. 89
Retention
Figure 29: Three tier talent management
(Source: Deloitte, 2015)
The dilemma for many, however, is, “should you recruit somebody with the technical
knowledge to do the job or should you recruit somebody who for sure has the human
skills for the job?” 90 Service providers must consider what is most important in achieving
the desired outcome. Many employers consider hiring for attitude and training for skill a
key principle when it comes to the future of work. Survey results indicate there is a greater
amount of importance placed on emotional intelligence than technical skills when it comes
to recruitment of new staff (see figure 30).
Disney, for example, hires for attitude, not aptitude – then reinforces desired behaviour. As
Bruce Jones, states: “If you want friendly service, hire friendly people. Having hired people
with the right attitudes, leaders need to ensure they reinforce the behaviours they want to
see. Although Disney hires people to pick up trash, everyone in the organization knows that
they share responsibility for maintaining a clean and pleasant environment.” 91
Ability/willingness to learn
24%
Value/vision alignment with your
organisation core values
Emotional intelligence
24%
23%
Technical skills
Ambitiousness
21%
8%
Figure 30: What requirements will your organization place most importance on when recruiting in the
future? (Source: CIFS, ISS, IFMA, CoreNet Global Survey, 2016)
89 Strategic Moves Managing a Global Workforce, DELOITTE, 2015.
90 Grönroos, C., ISS 2020 Vision: Future of Service Management, 2016.
91 ISS World Services, Disney’s secret to delighting customers: putting employees first, Service Futures Blog, 2015.
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