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For Infrastructure & Operations Professionals

Assess Your Workforce Maturity To Deliver A Better Employee Experience

April 18, 2017

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This is the Assessment Framework report in The Workforce Enablement Playbook For 2017.

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Why Read This Report

Infrastructure and operations (I&O) leaders often seek ways to improve their services and mature their organizations, but they may be relying on traditional technology and process-centric approaches that don't guide them toward creating a better employee experience. We've identified 18 workforce enablement practices that correlate well with positive employee experience to help I&O professionals embrace an employee- and customer-centric approach. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy. We're updating it now to help I&O leaders assess how well they understand their workforce's needs and their ability to deliver services that help employees win, serve, and retain customers.

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Table of Contents

  • Chances Are, You're Looking At Maturity As A Measure Of Compliance
  • Assess Your Readiness To Improve The Employee Experience
  • Workforce Enablement Maturity Requires Both Discipline And Empathy
  • Recommendations

  • Culture Change Begins With Awareness And Requires Patience
  • Supplemental Material
  • Related Research Documents

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