Anna Rodriguez works for Delta Airlines at LAX. She is an expert on operations there. I had the honor of spending a couple hours with Anna at LAX this week and watched her in action.
In the first waves of quantification, it’s been okay for HR Departments to hide behind the flag of productivity. In the near term future, competitive battles will be won by the organization that can best quantify and therefore predict the behavior of the people in the workforce.
HR sticks to the story of the value of intangibles like a mobster hangs on to an alibi. It’s not hard to believe that people are the heart of the business. It’s been painfully hard to quantify it.