The HR Scorecard

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CLARIFYING AND MEASURINGHR’S STRATEGIC INFLUENCE

Introduction to a Seven-Step Process

It was exciting stuff. We could see how employee attitudes drove not just customer service but also turnover and the likelihood that employees would recommend Sears and its merchandise to friends, family, and customers. We discovered that an employee’s ability to see the connection between his or her work and the company’s strategic objectives was a driver of positive behavior. … We were also able to establish fairly precise statistical relationships. We began to see exactly how a change in training or business literacy affected revenues.

ANTHONY J. RUCCI, STEVEN P. KIRN,AND RICHARD T. QUINN ¹

THIS QUOTATION CAPTURES the energy that can be created when ...