What do our customers needs look like in the future?
Everyone is talking about the aging of the workforce. We treat this on two obvious levels: first, how do benefits need to be shaped to handle this older or retiree population. Second, how do organizations attract, retain and develop younger talent to quickly fill the shoes left by the retiring baby boomers? While many areas are neglected, how service delivery will change is among the most important.
There are significant differences between the baby boomers and Gen X and Gen Y. While I’m still skeptical that this different “approach to work and life” is actually different, they way we communicate is definitely different. Technology has been a major impact and restructuring to enable more services on the web is necessary. More importantly, the transition period when we have multiple generations with very disparate approaches will be critical as we try not to alienate any particular population segment.
As always, when evaluating those small areas where a few people use process and technology differently, figure out if these are real opportunities or simply outliers from the norm. If a global change is warranted, don’t forget the change management process to run concurrently with the implementation.
4 responses to “HR Service Delivery: Question 10”
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Shaping benefits in the name of A&R is 1) a best practice and 2) very realistic. Given the age and demographic disparities of the workforce, the “one-size fits all” approach is over. Not only in terms of plan design, but communication too. Marketeers have been promoting and doing 1:1 personalization for years. In the age of “super-personalization” HR should be embracing these proven methods. In addition to the personalized messaging, the “product mix” should also be tailored to HR’s different customers.
We live in a world full of data riches that can be easily mined to improve HR communications and plan designs. The clear winner here are the good A&R programs that HR has worked so hard to develop and administer.
Howard: may I ask the obvious question… What is A&R?
A&R applies to attracting and retaining human capital. In essence, A&R includes many of the standard HR programs including, but not limited to recruiting, total rewards, performance review, etc. Essentially, it can be as broad as anything that is done in the name of getting and keeping employees. Hope that helps. Feel free to ask more questions.