Improved individual and organizational performance refers to measurable increases in employee productivity and work quality, enhanced team performance, improved organizational processes, and enhanced workforce quality. It also includes an increased ability on the part of the organization to recruit and retain the best human resources available.
Enhanced customer service refers to an increased ability to connect with and successfully serve a diverse customer base. This can be reflected in improved sales in multicultural markets, reduced customer complaints, and increased market share. It also applies to internal customers, such as employees, and can be reflected in terms of improved attitude and morale. This is of particular importance in culturally diverse organizations, where there can be vast differences in employee perceptions and satisfaction levels.
Finally, improved bottom-line refers to increased revenues, reduced costs, and enhanced organizational value and profitability. This can be reflected in a variety of organizational measures such as increased sales, stock value, and retention (especially among underrepresented group members), reduced cost-per-hire, and decreased turnover. It can also be reflected in a reduction in racial and sexual harassment, and associated legal costs.
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