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“Winning this prestigious award for the second year in a row, Changi Airport Singapore is showing itself to be much more than an airport. It offers a travel experience in itself and continues to develop its quality standards to be named the world’s favorite airport again.” Edward Plaisted, Chief Executive Officer of Skytrax
The second day of the 11th HR Metrics Summit continued with a number of speeches, but it also included panels, which were a good opportunity for participants to interact one with another, to share experiences and learn from the outcomes of their fellow colleagues.
In 2013 Sales Force, a company that provides software solutions for Customer Relationship Management, pointed out that on a yearly basis, on a global scale $ 338.5 billions are lost due to poor customer experiences. One year later, EY presents to the public its latest study from the EY Customer Experience Series, entitled “The cost of complaining” and reveals that Australian businesses lose more than $720 for every negative customer experience.
The 11th HR Metrics Summit took place at the Embassy Suites Orlando Downtown between the 24th and 26th of February 2014, assembling experts and executives from cross-industry HR departments who analysed methods of validating the HR’s role within an organization and the development of strategies for resolving company and industry wide challenges.
As data based decision making is at the core of better management practices today, tools such as scorecards and dashboards can assist with providing critical business data for decision making. Dashboards are operational tools used to illustrate the company’s performance in its most relevant areas. In their recent study on changing practices of financial departments and management audit in businesses (2011), Bearing Point and the Association Nationale des Directeurs Financiers et de Contrôle de Gestion (DFCG) identified several trends in using dashboards across organizations.
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