So how do HR professionals make sense of Retaining HiPIs (Heightened Productivity Overviews)? Indeed, having a program in place that collects, organizes and analyzes the input from all of the people who work in your organization can seem like an undertaking of epic proportions.

What the heck are Retaining HiPIs (HI/OPs) exactly? Basically, Retaining HiPIs (HI/OPs) are organized talks, workshops or technical meetings organized by your HR department or your HR professional organization and attended by your organization’s employees to discuss ideas for improving performance and meeting customer needs and wants. And there is more: Retaining HI/OPs (HI/OPs) are discussions about broad subject matters, more so than issues that pertain to a specific employee.

But having a Management Action Plan (MAP) for HR matters seems like an odd idea, doesn’t it? How could you possibly accomplish any of the following tasks on your own?

First, you must decide what kind of enhancements to your MAP that you wish to make (or need to make) to help improve the organization’s organizational productivity and reduce the odds of inefficient practices, policy conflicts and misplaced priorities that impair the flow of work within your organization. Second, you must choose the “better-allies” option of providing these improvements to your employees so they can benefit themselves, even if the enterprise doesn’t seem to be working in terms of employee motivation or management effectiveness.

Third, with the folks who are your HR professionals, it would seem, you must give them the ammunition they need to understand the complexities of managing the different dynamics that are influencing the way people function in their organization. One idea that seems to be gaining in popularity, I’d say, is to use Case Study Solution (CSS) scenarios to assess the performance of your organization’s internal processes. With this approach, you will be able to spot where you need some redirection and at the same time, you’ll be able to illustrate the cause and effect relationships that have caused them.

Let’s start with CSS (customer service skills) exercises. Do they seem like a challenging proposition? Here is one scenario that I like to use when I conduct CSS exercises for my clients.

A series of tests were conducted over a period of a few weeks to determine if the customers that visited our customer service employees were satisfied or unsatisfied with the level of service they received. Some of the things they did were to provide them with sample reports on their purchases. The sample reports represented three categories, each of which came with questions that asked about various aspects of their products.

It seems that customers have a lot of things to get through. Some items on the agenda were to answer questions like what a small file folder is, how they choose their folders, how they choose a firm to carry them out, how many pages they usually take home with them, how often they use the internet and so on. The findings were not surprising: the majority of the people were very happy with the service they received from our customer service staff. Of course, we could easily talk about the fact that we were the best company in that sector, but that seems like a rather tedious exercise, doesn’t it?

To simplify matters, let’s say that we took a unique approach to CSS exercises and set up a case study solution which allowed the customer service employees to use their imaginations. With this new scenario, we discovered that the customers were not only happy with the service provided by our customer service staff, but were also pleased with the level of expertise and commitment they received from our employees. Now, if only our employees didn’t pay such close attention to customer comments, we’d have had much bigger problems.

In conclusion, the point is that if we don’t know how to do Case Study Solution (CSS) exercises properly, we are never going to succeed in retraining and giving our people the intelligence that they need to successfully manage their staff effectively. and to ensure their knowledge and skills continue to be at the heart of every aspect of their work.

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