Making Segmentation Happen

The logic of segmentation is self-evident, but that does not mean it is without its challenges. Does providing customer service–related performance incentives more aggressively to flight attendants than to pilots mean that pilots are somehow less important or respected than flight attendants? No. It is a signal that the best thing for everyone’s collective success and employment is to have flight attendants emphasize customer service more heavily and have pilots concentrate on adhering to strict performance standards in the vital arena of flight safety. As in anything else related to people, HR needs to strike the right balance. Few organizations will create large numbers of different deals for the workforce on the basis of talent segmenta....