I would like to share my views as follows:
1. Unlike manufacturing industry, the focus on customer is far sharper as bulk of the employees come day to day in direct contact with customers in service industry and building of distinguishable quality service offerings becomes very critical area of challenge to HR. The difference between HR function in mfg and service industry is in the emphasis and
not in kind.
Undoubtedly, the very survival and growth of service industry, depends upon attracting and retaining customer base through quality manpower andthe same should form entire pivot of HR policies.
2 . For this, service performance standards and their measurements have to be well defined and communicated to all service givers.
3.The candidates who have value-added experience in diversified industry , in my view , can certainly contribute better in comparison with others. However to make a blanket statement would be unfair.
4.The bias of recruiters in selecting person from same industry is prominently seen but this paradigm needs to be changed and some out of box thinking or experimentation is required in trying out person from diversified background.
22nd March 2018 From India, Mumbai