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Building human capital investment at Nationwide
Nationwide Building Society's measurement
model clearly demonstrates the return on its human capital investment by
improving customer commitment to boost business performance.
Key points
- Nationwide Building Society
has developed its "Genome" human capital measurement model to quantify the
impact that employee commitment has on customer satisfaction and business
performance.
- The society's "employee
commitment index" measures the key satisfaction factors and is based on the
results of its annual employee opinion survey.
- As the Genome model has
become more finely honed, employee retention has emerged as a major influence
affecting both employee and customer commitment.
- Internal reporting and
demonstrating the model's business relevance to line managers is viewed as a
prerequisite for its effective implementation.
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