© 2001 COMPETENCY MANAGEMENT INCORPORATED
How much time, attention, and money has your organization invested in its information technology system to ready itself for this millennium? Probably thousands and commonly, even millions! Recognizing this as an imperative effort, an equally important question remains; "how much has your company invested to prepare your people for this millennium?" Even if your organization has the most up-to-date software and hardware, but has failed to recruit, attract, train and retain the most competent, technically knowledgeable employees-- will it really see a return on its investment? How will they share information if the knowledge, skills and abilities necessary to carry out the task are missing? What will be accomplished? Very little. After all, what good is an information system or any system (i.e., manufacturing, food, financial, etc.) without people know-how? Despite all the latest changes and advancements in business - - people remain the key determinants for making the difference! So, how much have you invested in your HR?
Where We Have Been & What Have We Learned - -
Before we venture forward into this millennium, let us reflect on some prior management investments (either in time or money) to learn from our experiences. Business has just completed an era of mergers and acquisitions, a strong economy, international growth, heightened competition, rapid advancements in technology and a renewed focus on customer service. 
In addition, many companies have just finished investing in a decade of management fads including re-engineering, empowered teams, flatter organizations, diversity departments, downsizing, right-sizing, and so on. However, despite the fads, some organizations have learned that investing in their people not only adds value, but provides the ultimate competitive edge! Such investments include:
In addition, many innovative pay systems, flexible work arrangements and employee involvement programs have also been implemented to retain and enhance employee commitment. So, what is the pay off? Did companies gain from these investments? Pay systems such as gain-sharing or profit sharing have proven to be highly successful in building employee commitment. Flexible work arrangements have provided alternative options for keeping key performers looking to balance home and work. The answer is unique to each organization and certainly not as simple as the question; but you can bet many companies have learned about what works and what doesn't, and where the 'gaps' remain!
The 'RCSQ' Gaps© - -
Just what are those 'gaps'? They are a constant challenge, seldom change over time, rarely get the attention they deserve, but make the difference for determining a company's success! The 'RCSQ gaps©' are commonly known as responsiveness, customer service and quality! Since people are still the key for closing the gaps, your human resource initiatives should be the bridge for narrowing those gaps!
Therefore, the level of human investment, support and focused direction are essential for success in this millennium. Companies such as Southwest Airlines, Dell, Disney, Motorola, to name a few, have managed to close the 'RCSQ gaps' better than most by investing in systems and programs that support its people. In addition, current and future changes in the way people live and work pose even greater challenges for successfully closing the 'RCSQ gaps'. Issues such as balancing work and family, rapid growth in information technology, international expansion and competition, a slowing economy, generation X, and an aging worker population will require companies to learn how to conduct business in the most effective and innovative way.
Before a company can meet the people challenges of the future, a return to basics is in order. Being the best at RCSQ requires an investment in time, attention and focused effort. In these days of information overload, environmental/competitive demands, and an overabundance of consumer choices, it is easy for companies to be so complex, and multidirectional that they lose touch with the most basic, yet critical elements for achieving business success - - the needs of the people who deliver RCSQ. So, what are the basics for closing the 'RCSQ gaps'? A company needs to revisit:
First, a company must determine whether its mission, values and goals are really clear to all who work for them. As the work world becomes more challenged through globalization, telecommuting and so on, the messages conveyed must be frequent, simple and succinct. Next, a look at the essential competencies required to perform the mission. Have the competencies been identified so that the most qualified individuals are hired to perform the mission? And once they are selected, are the individuals properly trained to deliver responsive, exceptional quality service? Fourth, how well do company leaders 'walk the talk' and what is being done to enhance leader effectiveness? Fifth, cultivate a culture that promotes employee involvement, growth and commitment by appropriately developing, recognizing and rewarding performance that supports the mission, values and goals of the organization.
Closing the 'RCSQ' Gaps - -
Just how does one learn about how big the 'RCSQ gaps' are? Competency Management Incorporated's holistic perspective can help you step back and take a "big picture" look at existing programs and systems and whether they link with your company's vision, mission and goals. 
Seek more information from customers, employees and suppliers by conducting an objective assessment of current culture, level of employee buy-in for mission/values/goals, effectiveness of corporate communications and leadership by using CMI survey instruments with people in and out of your organization. Develop and target action plans that close the identified 'RCSQ gaps' to promote and cultivate the people-valued culture your company wants. In addition, CMI's job analysis process identifies essential competencies that become the building blocks for all other HR systems and programs (i.e., selection, leader development and succession planning, team building). Finally, follow up and adapt as needed to determine the effectiveness of your plans.
So, as you plan for your human resource strategies, do not be caught with updated technology and out of date people skills. CMI is ready to help you get back to basics and invest in your people so they can close the gaps by providing exceptional responsiveness, customer service and quality.
Don't let any more time slip by in getting your HR ready, click here‚ or call us at (313) 885-4421. Partner with Competency Management Incorporated and let us help you move ahead in this millennium!
