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Navigable Slide Index

1. Introduction
2. The terrain
3. Underpinning theory
4. The theories are not mutually exclusive
5. Intellectual capital
6. What might we expect to see
7. The evidence
8. Labour productivity and training
9. Changing emphasis
10. Contingent HR
11. Factors in the link
12. The 'service profit chain'
13. Management and leadership
14. Criticism
15. The organisational dilemma
16. What we were trying to do
17. The capability value chain
18. A model of capability
19. The sift
20. What can't organisations answer
21. Size of effect (per employee)
22. Top 12 measures
23. What the measures mean in practice
24. Three other practices
25. Summary

Topics Covered

• Underpinning theory
• What is human capital?
• Intellectual capital
• Labor productivity and training
• Contingent HR
• The service profit chain
• Management and leadership
• The organizational dilemma
• The capability value chain
• Size of effect
• Top 12 measures

Links

Series:

• Contact Center Management

Categories:

• Management, Leadership & Organisation

Talk Citation

Publication History

• Published on July 30, 2009
• Archived on May 28, 2025