A COMPARISO小: T小0A5c了三0三O代E小 CHARACTERISTIC TRADITIONAL APPROACH CUSTOMER/CLIENT-ORIENTATION Starting Point HRD Function Client/Customer understanding Focus Existing programs/services Customer business issues Selling"or"You take what we Customer-oriented practices HRD Means offer customized programs and services Number of participants Client/customer satisfaction: HRD Ends enrolled: number of courses bottom-line impact budget variance Organizational Skill development Customer goal attainment and Ends impact Customer goal attainment and Client provides revenue based on Revenue Impact alignment with needs and satisfaction with deliverables Planning Horizon Short term Long term-position for the future Getting employees and Understanding customer business perating management to take what is needs and meeting those needs offeredStarting Point HRD Function Client/Customer understanding A COMPARISON: TRADITIONAL VS CUSTOMER/CLIENT-ORIENTATION CHARACTERISTIC TRADITIONAL APPROACH CUSTOMER/CLIENT-ORIENTATION Focus HRD Means HRD Ends Organizational Ends Revenue Planning Horizon Operating Existing programs/services “Selling” or “You take what we offer” Number of participants enrolled; number of courses; budget variance Skill development Customer goal attainment and impact Short term Getting employees and management to take what is offered Customer business issues Customer-oriented practices; customized programs and services Client/customer satisfaction; bottom-line impact Customer goal attainment and impact Client provides revenue based on alignment with needs and satisfaction with deliverables Long term—position for the future Understanding customer business needs and meeting those needs