Value is a direct result of productive employees. Productivity in service companies is not related to the quantity of the items that you produce per hour. The service employee’s productivity has do to with his or her ability to transform the wishes and needs of the customer into good solutions that work within the framework of the company. Productive employees also have a high degree of product knowledge and customer knowledge. This is why employees who have served quite a few years in the company usually are much more productive than new employees.
Creating value is only possible if the employee is emotoinally engaged in his or her work and thereby becomes loyal to the values of the company. Loyal employees create value for the customers.