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Proving the Value of Soft Skills
book

Proving the Value of Soft Skills

by Jack Phillips, Patti Phillips, Rebecca Ray
August 2020
Intermediate to advanced content levelIntermediate to advanced
328 pages
9h 13m
English
Association for Talent Development
Content preview from Proving the Value of Soft Skills

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OPENING STORY

Some of the most ambitious soft skills projects occurred at Sears Roebuck & Company. Faced with serious difficulties due to poor financial performance, Sears underwent a transformational project that changed the culture of the company. Led by the CEO with 100 top-level executives at Sears, the organization developed a business model that tracked the success of management behavior through employee attitudes, customer satisfaction, and financial performance.

This connection was made evident through multiple linkages and was referred to as the Employee-Customer-Profit Chain. In this model, employee attitudes were directly correlated with customer satisfaction. For example: 10 questions from their 70-question employee ...

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Publisher Resources

ISBN: 9781950496648