In a rapid fire speech to AWLP conferees, Dave Ulrich outlined a logic, a line of argument that he described as a revolutionary wave of the future. Here is Ulrich' s argument.
Internal practices build employee commitment.
Employee commitment, in turn, builds customer commitment. Turn it around and it reads like this. If you want profitability to go up, you must first get customer commitment to go up, and to do that, you've got to get employee commitment to go up. Employee commitment is something that effective executives worry about. By the way, for Ulrich, employee satisfaction does not equal employee commitment.