62 • 100 GREAT BUSINESS IDEAS
£87,000 in 1998 to £106,000 in 2002. The role of the fi nance team
is central to the success of the process: designing, funding, and
managing the program. Other features of the program include close
liaison between HR and retail operations, objective measurements
directly focusing actions on enhancing performance, and staff
commitment to the program.
In practice
- Recognize that including “people” measures in an overall
corporate scorecard raises the profi le of human capital and
ensures management focus. There is a connection between
strong people practices, increased customer satisfaction, and
fi nancial results. - Choosing the right HR measures means fi nding the link between
motivating staff and achieving vital business outcomes—
including issues as diverse as product innovation, safety, and
customer satisfaction. - Ensure top-level commitment to fi nding out and using this
information. - Provide active support for front-line managers.
- Recognize the importance and impact of discretionary
behavior.