Succession planning usually focuses on the development of management as it is believed that they are the key talent required for organizational success. However, there is another school of thought...

Succession planning usually focuses on the development of management as it is believed that they are the key talent required for organizational success. However, there is another school of thought which argues that an organisation’s most critical employees are not those who make the highest salary, but those who have the most impact on the customer, for example the Teller or Customer Service Representative at the Information Desk at Scotia Bank.

Describe why these persons should be considered key talent, and recommend succession management strategies to develop the Teller and Customer Service Representative at the Information Desk at Scotia Bank.

Question

1. Give a brief introduction and 5 objectives of this exercise