HR OLYMPICS SPECIAL


as a means of engaging employees for years Derrick Ahlfeldt/Visa Europe


and good customer service and 77% of the UK’s GDP comes from the service sector. But there is an opportunity here for more organisations and industry sectors and there is a direct role for the HR director in making customer service great. “This is a challenging economy and we need to be more


innovative. These are the board-level conversations HR directors need to be having. The UK is on a world stage and we have to get behind the Olympics.” Keith Hatter, CEO of performance consultancy K2, is


developing a scheme called ‘The Athlete at Work’, comparing the challenges facing elite sportspeople to those being addressed by employees in business. He believes this Olympic year will give employers the chance to address performance issues in their businesses. “Employers need to consider the collective elite perform-


ance of their workforce and how to deliver when it matters,” says Hatter. “Like athletes in training, employers should be striving for progress, not perfection – and with a summer of sport right in front of staff, there is an opportunity to do this. “I think of HR directors as human performance directors


– and they should apply exactly the same ideas in work as Olympians.” At Lloyds – one of the first sponsors to sign up for the


We have been building towards London 2012


forthcoming Games back in 2008 – employees and the HR department are making the most of every opportunity to benefit from the festivities. The company has designed a guide for other employers to help prepare for the events, with the mantra: ‘prepare now and then focus on the positives’. Jones-Evans explains: “Employee engagement goes back a long way and we want to bring the spirit of the games into the workplace.” Lloyds has also encouraged staff to work with young


people in schools in helping to develop sports programmes, through volunteering. But, Jones-Evans adds, HRDs don’t have to work for a


sponsoring organisation – or even be based in London – to realise the benefits the Olympics can bring. “These are a very British Olympics,” she says. “Some 90% of the population will live within one mile of the Olympic Torch relay – and HR directors have the opportunity to be the voice at the board table about this. “HR can raise the standards of customer service, because


there will be an explosion of new business. It is important employers raise their game now and HR directors have an important role to influence the way businesses act… We would be sorry if we didn’t put out the right messages.” HR


What knock-on effects could UK businesses experience during London 2012?


We have customers in London who will be affected


Problems caused by staff not able to get to work because of travel congestion or wanting time off


Increased congestion (both vehicular and human)


Business travel costs will increase due to demand for hotel rooms Employees and partners being late for meetings due to congestion Dips or surges in demand for your products or services None of the above


Source: BT’s Race to the Line report hrmagazine.co.uk HR March 2012 7 34% 40% 36% 31% 9% 48% 47%


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