In a recent study
for an international computer firm, the data reinforced the
crucial link between customer satisfaction, employee satisfaction
and profitability. Some of the key factors they found:
Profit and growth are stimulated primarily by customer
satisfaction and loyalty.
Employees who are satisfied in their jobs provide higher
levels of customer service.
Employee satisfaction results primarily from internal
high-quality support services and policies that enable employees
to deliver results to customers.
Putting employee and customer
satisfaction in the spotlight when planning strategy is one
of the top priorities for organizations committed to continuous
improvement, both internally and externally. Maintaining a
continuous flow of information from both employees and customers
is how successful organizations are able to continually maintain
their high rankings in the marketplace.
At the heart of these endeavors
is a strong belief that today's employee satisfaction, loyalty
and commitment influence tomorrow's customer satisfaction,
loyalty and commitment-and, ultimately, the organization's
profit and growth. This belief in practical management is
reinforced by a growing body of empirical research. These
all-important "links" comprise what is generally
termed the "value profit chain."
A recent Gallup survey of
55,000 employees matched the following attitudes with higher
profits:
Employees felt they had an opportunity every day to
do what they do best
They believed their opinion counted
They sensed that their co-workers were committed to
quality
There was a direct connection between their work and
the company's mission statement
Yes, its true that
people need to feel as if they are fairly compensated; but
they also want to feel like they are a part of the company
and that their ideas and suggestions are important. They also
like to feel that they add value and aid in the company's
growth.
According to many management
experts, the single greatest key to productivity is employee
happiness. Satisfied employees are usually energetic and tend
to be highly motivated. But, determining what makes workers
happy can be a mind-stretching exercise. For years, the belief
was that money was the source of employee happiness and retention.
While there is no question that money is important, management
studies show that it does not buy employee satisfaction. While
employees want to be fairly compensated for their efforts,
they also want to be challenged and treated with respect.
Understand why people
are working and commit to helping them achieve their goals
on the job. Develop a plan that will assist them in getting
where they want to go.
Empower workers to do the
job you hired them to do. A work environment in which employees
are constantly monitored, micro-managed and bossed around
can be stifling. While most employees are capable of receiving
empowerment, not all will seek it. The overriding motivation
for all employees is respect.
Keep employees informed.
Share the big picture as to why they are being asked to do
what they do and how their work can benefit others. Invite
them to share their opinions. Allow them to actively participate
in the discussions that lead to business decisions. By including
them, you signal that you value their expertise and recognize
that they are a valuable asset for the organization. Remember,
involvement equals commitment!
Communicate your expectations.
Let your employees know what you expect from them in terms
of work ethic, quality, honesty and job performance. Do not
assume that employees somehow inherently understand what is
required.
Take care of the people
who work for you. Acknowledge their accomplishments with frequent
and sincere recognition. Take time to single out employees
who have gone well beyond the call of duty.
Hire the best people for
the job, give them directions and tools to do the job and
step aside. But, be sure to follow up.
Treat employees
the way you would want to be treated. Think about how you
would want to be informed of changes and recognized for a
job well done. Then do the same with your employees.
Article
Credits
PeoplePulse
is an Australian-built online survey tool that is currently
used by over 200 Australian and New Zealand based organisations
of all sizes to conduct online employee surveys. The tool
can be used by HR to conduct cost effective employee climate
surveys, exit surveys, training needs analysis surveys, staff
'pulse' surveys, and 'new starter' feedback surveys ... to
name a few popular uses.

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Written
By Josh Greenberg
http://EzineArticles.com/?expert=Josh_Greenberg
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