Connecting customer delight and employee management practices: case of F Gheewala HRC

Abstract

Management practices of manpower exporting firms have not been studied extensively. This paper exemplifies how by incorporating progressive management practices helped a manpower exporting company to stand out and balance business, customer and employee interests. The article describes achievement of business is made through engaging both customers and human resources at F. Gheewala Human Resources Consultants, India. It highlights the infusion of progressive management practices in an undermanaged business sector. The study uses case study method and key people accounts. In addition, industry sources were contacted for overall understanding of industry trends. The article map show customer delight is achieved through quality human resource management principles, which aids in achieving business goals. Additionally, the case illustrates in what manner differentiation is created by FGHRC through purposive concern for clients and employee engagement practices. The implications of the study demonstrate value based approach to business in the context of a small enterprise and how human resource management can be used for differentiating the firm. On the social side the article illustrates a firm can remain profitable and create difference in the life of ordinary citizens, and also eventually contribute to national prosperity.