29 April 2019
In an exclusive interview with Classified Post, ISG’s managing director of North Asia, Tim Threlkeld, has provided insight on the HR strategies that help ISG stay ahead of the competition and fuel business growth.
Tim shared that ISG’s HR strategies focus on talent development, which have proven to be fundamental in achieving business competitiveness and success in the region.
ISG’s lead in Hong Kong explained that we rely on referrals, recommendations and repeat business, and that it is key to create a culture in which employees are trained and encouraged to be customer-focused.
Tracking and capturing performance with customers has strengthened client relationships, a factor which has positively impacted sales and bottom line.
“We study our performance with customers through the customer experience (CX) programme and make sure they have the opportunity to share what they feel,” said Tim.
“It is amazing the pride people take in the delivery of a project when they are held accountable and expected to raise the bar.”
Last year ISG announced record-breaking performance and the business in Hong Kong published headline figures of HK$787m, with a target to exceed HK$800m in 2019.
The goal, Tim said, is to achieve at least 60% of repeat business from returning customers.
Tim also shared that it is fundamental to have a comprehensive talent and development programme that focuses on the future, and to promote a “never stop learning” environment that inspires and empowers our people: “We have to give staff opportunities to learn, be challenged, and use different skillsets,” he said.
“We want them to gain exposure and then take that experience to other projects, so they maintain their enthusiasm and can see personal development as a journey.”
“As with new employees, onboarding programmes are designed to educate the importance of ISG’s core values – which focus on caring for the environment, our people and customers, continuous learning, good communications and the need to express ideas and opinions.
To develop a healthy pipeline of site managers, Tim said: “Speaking frankly is critical for us. It has been ingrained as part of our culture and a fantastic way to resolve problems.
“We promote openness so if, for example, you are an up-and-coming site supervisor, you are expected to speak up and share ideas.”
Training programmes include the adoption of technology and innovation, which has been identified as a key enabler to ensure that ISG builds the right capabilities to diversify its sector offering.
The latest onsite technology, virtual 3D design and new collaboration tools are being adopted to enhance our offer, and internally, to improve teamwork, efficiency and overall productivity.
Looking to the future, Tim shared that the business growth strategy is to increase the scale and complexity of projects: “We see that as part of our natural growth. The strategy is to increase the scale and complexity of projects we win and build, so our staff get broader exposure and a stronger skill set.”
Follow the link to read the full article, ‘Constructive HR strategies to stay ahead of the talent rush’, which can be found at cpjobs.com. Please note the article may only be available for registered users.