If your organization has ISO9001 certification, or if you’re preparing for certification, you know that the standard impacts the way you assess competencies, ensure awareness of your quality management system, and track training requirements and activities. Simply tracking employee learning is no longer enough to pass an audit.

We recently launched a sister blog focusing on the “lighter side” of HR that I’d encourage you to check out. There’s a wide variety of contributors (actual HR pros) and non-HR topics being discussed. You may want to check out what they’ve posted recently, including the October feature from Trisha McFarlane on the Evolution of HR and Music that may take you on a professional (and pop culture) walk down memory lane.

I came across a solid article recently, referenced on the blog entitled, that focuses on trends related to the Millennial generation. The blog pointed out a piece from strategy + business magazine that explores how generational differences in the workforce are necessitating new and emerging talent management strategies. It discusses how to engage and retain employees in these tough economic times. I was particularly interested in this observation:

Have you heard about this great new bestseller? “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan” by Marilyn Suttle and Lori Jo Vest is a great read about how tech-savvy customers, who have more competitive information than ever, but with this crazy economy, also have less money to spend. Call her Gladys. The book asserts that more than ever – if you don’t take care of your customers, you will lose them.