Learning to walk in the Customer's Shoes Essay Example | Topics and Well Written Essays - 500 words - 1

Learning to walk in the Customer's Shoes - Essay Example During the technology boom years of the 1990s, TI became a product- and technology-centric organization taking advantage of the demand of the times. However, when the technology bubble burst with the change in market demands, TI’s technology-centric business had to drastically reengineer itself into a customer-centric one to be able to effectively compete for new business. This necessitated a re-orientation of the entire TI organization, which was effectively accomplished by BTS USA, a global supplier of computer-based simulations for learning. Human resource development is involved in three main areas: individual, occupational, and organizational development. Development of the individual addresses skill and career development. Occupational and group development addresses the integration of cross-functional individuals through a team building program, or for informing and training employees about new products and services. Organizational development involves the introduction of a new culture or ways of operating, such as introduction of a customer care program or quality management which requires the involvement of all individuals or groups in the organization (Wilson, 2005, pp. 15-16). In order to effect the change from technology- to customer-centric, TI had to conduct training on all three areas. The approach it took of first training its executives is the right approach. Senior management must lead the way in organizational change by providing both the leadership and commitment of the necessary resources. Documented b est practices show that senior management must make the organization’s objectives as their personal objectives and must be able to measure their own achievements, they must fully understand the process that the organization has to go through, and they must provide necessary support, empowerment and authority down the line (Cooper & Edgett, 2003). Had TI decided to train its front-line