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A Global initiative to create the future of work culture

Name: Farasul Nisan

University: IIT, Delhi India

Visits: 0

06-08-2017

Employees Are Your Most Important Customers

I'd rather shape my says on the subject in a questionnaire way, I find it more interesting.

What is the upside of having happy employees?
1. motivated employees thus higher productivity
2. their incentives for working with you are more than just financial
3. better feedback potential leading to dynamic change management

What are the downsides of having unhappy employees?
1. high attrition leading to increased costs
2. lower productivity
3. sense of suspicion & selfishness created amongst employees – internal lack of trust will spill-over into interaction with customers

Is there single way to make employees happy? Elaborate.

Each employee is an individual and hence there cannot be any single silver bullet that shall ensure employee happiness. However, employees can follow certain guidelines to ensure that employees are satisfied.
1. Have clear office policies and procedures and ensure that these are complied with. This builds trust.
2. Maintain an independent process that employees can use to raise issues in the workplace without fear – manager or co-worker issues, training requirement, counselling etc.
3. Build a working community that feels like family.

What would you advise companies to focus on if they want to convert unhappy employees into happy customers?
Assess the root causes of unhappiness in the workplace. Such reasons can vary from company to company. For example some companies may not pay their employees on time. A simple lapse such as this would incline the employee towards leaving the job. Other times employees may not be able to perform effectively due to gaps in their skillset. These may be either technical skills or soft skills. Identifying what key skills need to be plugged will help in better designing of training programs.

How do you keep employees happy?
1. most of the things are mentioned above
2. provide the right balance between financial and non-financial incentives
3. provide counselling and interventions at the right time
4. depending on the values of the company, periodic team-building activities should be carried out
5. an engaging rewards and recognition program

Do you think employee/colleague satisfaction is something that should be discussed at the management levels of businesses?
Yes

Do you think employee satisfaction has become more or less relevant in recent years? Why?
More.

1. Its hard to find good people or the right people
2. The time cost of finding a suitable replacement is stressful, time consuming and costly to the business
3. When employee satisfaction leads to the career growth companies can build their leadership from the grassroots levels and thus have an effective succession planning system in place.

What systems are you aware of when it comes to measuring employee satisfaction, and what are your thoughts on them?

1. 360 Degree Feedback – effective if the feedback given is discussed between the manager and employees
2. Performance Appraisal – effective if it can be used to customize training programs for the employees
3. Company’s Attrition Rate – A high attrition rate would indicate an unpleasant working culture
Should big or small companies be more or less aware of employee satisfaction? Is there a difference?
All companies need to be aware. Satisfied employees are a key component to help a company scale and innovate.

Do you think there is a correlation between happy employees and happy customers?
There may be a correlation but this may depend on the nature of the business and the organization structure implemented by the company.

How would you compare companies who work actively to get happy employees and those who don’t?
Again the nature of the business matters. If the business employs low skilled workers that can be easily replaced at an insignificant cost to the company, then employee satisfaction may not be a priority. However, if the objective is to scale and build a strong team then employee satisfaction becomes a play between the financial incentives, non-financial incentives and company’s potential and values.

These are my two cents on the topic. Thanks :)


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