Peter Cappelli, Wharton’s pre-eminent professor of management dissected Zeynep Ton’s, The Good Jobs Strategy, in his monthly column for HR Executive Magazine.
What makes this work important beyond the obvious value of the content is that Peter will be sharing his insights in various Board rooms sooner rather than later and, it would be cool if staffing leaders were raising questions upward at the same time some of the challenges are flowing downward through HR.
The book's central theme, as Cappelli notes it, revolves around asking “an employee in one department where something is in another department, just to see if he or she knows.”
The data suggests that in an era where mastering the logistics of having the right product at hand just-in-time we’ve managed to keep our eye firmly on the Technology Tools (read as bright shiny objects) but failed to invest in properly hiring and rewarding front line employees with the skills, knowledge and experience to leverage them to the customer. (And we may even have gone beyond the number of choices customers are comfortable with and employees able to work with.)
Setting aside the case studies of firms doing it right, if most retail firms' strategy has been on hiring employees at minimal pay and benefits, something may have to change.
Could be a great time to develop a new strategy for store level sourcing, branding screening and selection. #getaheadofthecurve.