Replying to LO23898 --
I'm just getting back into the swing here. I collect a lot of discussions
from this group but actually read very few because of time constraints. I
love the subject matter and respect the value of each contributor so much
that if I actually read them I fear I would never get any work done!
However, I caught a glimpse of this topic and it lead directly into my
areas of interest. I am involved in two initiatives right now -- Customer
Relationship Management (CRM - a subset of eBusiness) and what I'm calling
Succession Management (SM).
Briefly, CRM is about assimilating everything the company knows about its
customer base and the broader market, personalizing services and products
to each customer, and providing added value through this in-depth
knowledge. There's a lot more to it, but that should stand as a basic
description.
What I'm referring to as "SM" is related to what's long been called
Succession Planning. My concerns about Succession Planning and its
literature are: (1) "Planning" isn't enough. It needs to be "managed" and
I think the literature stops short. (2) It has been concerned mostly/only
with executives and leaders. We are concerned with preparing the company
for employee turnover all around, including such issues as preserving
and/or building the corporate memory, turnover forecasting, skills
inventories, gaining better use out of existing skills, etc. We come from
a distinctively "knowledge management"-ish framework.
I realized after we began using the phrase "Succession Management" that it
was term that was already widely used. So much for our attempt at starting
a new term! (8
Anyway, Here's what I'm requesting of this list:
(1) Does anyone know of literature and other resources that I can use to
build my bibliography in this area?
(2) Do you know where I can find a great collection of Case Studies and
Best Practices (for free)
(3) What thoughts do you have in this are? Advice? Personal experiences
and wisdom?
I especially am interested in how people can see the things learned from
CRM can be applied toward Employee Relationship Management. I believe the
time is prime. It is a given that research and development will be done
first on the revenue-generating areas of the company -- the customers. But
as this matures I am hoping that HR can at least pick up some
not-so-sloppy seconds from Marketing.
Thanks,
___________________
J.B. Bryant
Knowledge Strategist
Chemical Abstracts Service
--"Bryant, JB" <jbryant@cas.org>
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