Welcome from Dale Gifford, Chairman and CEO, Hewitt Associates
To become competitive, says W. Edwards Deming in his classic principles of management, an organization must "create constancy of purpose for the improvement of product and service" and "improve constantly and forever every process."
He believed that by improving quality and productivity, a company would consistently sustain its competitive advantage. Deming believed it was management's job to lay the foundation for innovation and reinvention.
This issue of Hewitt features the insights of top managers who have been able to generate the ideas that take their organizations to the next level of quality and effectiveness. To halt sliding sales and increase customer satisfaction, McDonald's HR leadership in Latin America aligned strategy across 29 countries and focused on the front lines of the business—the managers and employees in the region's 1,600 restaurants. Read in UpClose how this strategy paid off in terms of improved sales and service—and earned them a Best Employer award from AméricaEconomía business magazine and Hewitt.
Hewitt's Global Service Leader for Customer Experience shares her learnings on how constant experimentation and ongoing improvements are essential when designing great customer experiences that lead to better business results. Of course, no successful reinvention is possible without shared vision and values, as business change catalyst Michele Hunt explains
in the Hewitt Interview.
Because of the critical role HR BPO
is playing in the evolution of our profession, Hewitt magazine is providing
an ongoing look at industry leaders with a proven track record in implementing
HR BPO. International Paper is the subject of this issue's HR BPO story, with important lessons to consider no matter where your company is in its HR transformation process.
This issue will inspire a great deal
of reflection—and, hopefully, action—on reinvention. Enjoy!
Dale Gifford
Chairman and CEO, Hewitt Associates
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