ABSTRACT
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Due to increased global competition, firms are under constant pressure to cut their costs, while having to improve their delivery speed, quality, flexibility, and dependability. It has become clear that improvements should focus not only on the efficiency and effectiveness of (technical) processes but also on the workers involved in these processes. Workers increasingly need to be flexible — able to do several tasks and assume tasks or help other workers with their tasks — while remaining efficient and motivated. Acknowledging the value of the workforce and carefully considering the design and operation of a firm’s workforce can significantly contribute to the improvement of the objectives of the firm. “Human capital” is a key success factor nowadays, and firms must try to achieve a fit between their own goals and the goals of their workforce. Training workers and using the acquired skills effectively is one of the ways both goals can be achieved.
