‘Customer-centricity is real measure of business’

By | March 22, 2019

At a CII event 150 HR professionals discussed analytics in industry

When organisations create processes for their business operations, they tend to measure it on the efficiency they achieve internally, and miss out on customer needs, felt R Varadarajan, Chairman, CII, Coimbatore.

Delivering the special address, at the 12th edition of HR Conclave under the theme “ERA 4.0: Employee Relation and Analytics” organised by the Confederation of Indian Industry here on Thursday, he said it is important that organisations create business processes which are always customer-centric. According to Varadarajan, creating customer-centric business processes alone would be the real measure of organisational effectiveness.

Technology had become an integral part in every aspect of business, including the human resource function.

As we begin to depend on metrics, the use of technology increases, and with it the fear of intrusion into the privacy of individuals, he cautioned.

The conclave, which was attended by around 150 HR professionals focussed on the broad parameters of HR Analytics in manufacturing and non-manufacturing besides discussing the recent IR practices, issues, challenges and the way forward.

Latha Rajan, Co-founder, MaFoi Strategy, explained how ERA 4.0 helped shift from employee engagement to employee experience, redefine learning by making it more relevant.

She pointed out that due to the revolution of Industry 4.0, productivity had increased by about 30 per cent against a drop in maintenance cost.

Due to this, more high paying jobs are being created, and employees enjoyed higher degree of autonomy and flexibility.