Explains they key role played by human resource management in the success of T‐Systems, a company delivering made‐to‐measure information and communication technology solutions ranging from telecommunications billing to customer‐relationship management and from manufacturing to SAP support.
Uses information gathered by the author during an interview with the company's head of corporate and marketing communications, plus a tour of the company's headquarters near the Swiss capital of Berne.
Highlights the importance that T‐Systems attaches to flexibility, teamwork, hiring skilled employees and giving them good pay and working conditions. Demonstrates that, being based in Switzerland, where there is a culture of foreign language learning, the company can offer services in a wide range of languages to clients across the world.
Shows that, although employees stay with the service‐desk team for an average of only three years, most of them go on to other jobs in T‐Systems. Argues that this is good for the company because their service‐desk experience helps them to get to know customers and their products well and makes the employees more customer‐centred.
Provides a powerful argument against those who believe that service‐centre jobs will inevitably move to the country offering the lowest labour costs.
