Purpose – This paper aims to describe how the introduction of an innovative approach to employee engagement – including a new performance‐management process with performance‐related pay, an employee‐engagement group and its approach to continuous communication – helped Rainbow Trust...

Purpose – The purpose of this paper is to describe how a coherent HR strategy focused on delivering the company's key strategic goals has helped Mitchells & Butlers, a UK operator of restaurants and pubs, to post industry‐leading sales and profit growth over the past three years....

Purpose – The purpose of this paper is to describe a Model of Excellence™ that has helped to improve the performance of sales staff at retailing giant B&Q, among other organizations. Design/methodology/approach – The paper explains the background to the Model of Excellence™ and some of...

Purpose – The purpose of this paper is to describe an award winning training program at international market‐research company Synovate. Design/methodology/approach – The reasons for the program, the form it took and the results it has achieved are explained. Findings – The paper details...

Purpose – The purpose of this paper is to describe family‐friendly policies at Shanghai Shuozhi Management Consulting Co. Ltd. Design/methodology/approach – The paper examines the background to the policies, the form they take and some of the results they achieve. Findings – The paper...

Purpose – The purpose of this paper is to outline the importance of having a close and integrated human resources (HR) relationship for good customer service. The paper focuses on the examples of Telecom Fiji Limited (TFL), Fiji International Telecommunications Limited (Fintel) and Connect...

Purpose – The purpose of this paper is to challenge HR specialists to consider the value of experience, seek out older workers and ensure that younger staff are developed to give them experience beyond their years. Design/methodology/approach – Recognizes that organizations need to ensure...

Purpose – The purpose of this paper is to lament the poor quality of many managers and highlight four key skills that can help to improve their performance. Design/methodology/approach – The paper emphasizes the importance of self‐awareness, delegation, communication and organizational...

Purpose – The purpose of this article is to provide an interview with Maggie Craddock, author of Power Genes: Understanding Your Power Persona – and How to Wield It at Work . Design/methodology/approach – The interview is conducted by an independent interviewer. Findings – Maggie...