Chapter 17 EE Intro

8/9/2019 Chapter 17 EE Intro

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Intro. to Employees Engagement

Employees Engagement (EE) is personifiedby the passion and energy employees haveto give of their best to the organization to

serve the customer.Engagement is characterized by employees

being committed to the organization,believing in what it stands for and being

prepared to go above and beyond what isexpected of them to deliver outstaingservices to the customer


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Features of EE

EE can be summed up about the employee:

Thinks about the organization

Feels about the organization

Is proactive in relation to achievingorganizational goals for customers, colleaguesand shareholders

It is degree to which an employee is performinghis/her role pro-actively and positively


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Three aspects of EE

Thinking

Feeling


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The Power of Customer(The What and High of Customer Service)

Indifference Apositles

Cynics 2nd Chance

WHAT

HOW

GOOD

GOODBAD

Product/service

Personal Interaction with People


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Customer experiences

TOTAL CUSTOMER EXPERIENCECONSISTS OF THESE THEE SEGMENTS;

Pre-purcahse experience

Purchase experience itself

Post-purchase experience


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The power of the Employee

Community approach

Trade Union approach

Outsources or Off shored

Job security

Loyality

There is need for happy motivated and involvedemployees


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Deeper concept of EE

Engagement at work is primarily harnessing oforganizational members

It is physical, cognitive and emotional

expression of a person Csikszentmihalyi defines 'FLOW' as the holistic

sensation which people feel when they act withtotal involvement. In flow self and environmentmingle with each other. It is total dedication


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Flow concept in practice


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Aspects of EE

Employees involve themselves with total andholistic personality devoted to their work

More healthy conditions to promote EE

Interaction between employees at all levels


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Categories of EE

Engaged are the builder; like superkeepersand deliver consistently high level ofperformance

Not Engaged concentrate on task rather thandoing it proactively. Their potential isundertapped and motivating them is required

Actively Disengaged are like cave-dwellers;they are full of negativity and in many aspectsthey are destructive for the organization


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Factors leading to EE

Career Development - Opportunities forpersoanl development

Career Development Effective management

of Talent Leadership Clarity of company values

Leadership Respectful Treatment of

employees Leadership Company's standard of ethical

behaviour

F t l di t EE


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Factors leading to EE(Contd...)

Empowerment

Image and identity with the company

OTHER FACTORS

Equal opportunities and fair treatment

Performance appraisal

Pay and benefits Health and Safety

Job Satisfaction

Cont.......................

F t l di t EE


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Factors leading to EE(Contd.....)

Communication

Family Friendliness

Cooperation


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How to measure EE

GALLUP is a leader in this area

Step I - is listen your employees; Get feedbackat each stage, involve them proactively

Step II - Measure current level of EE

Use of tools constructed by Gallup, Hewitt, &Watson etc have created tests to see this

aspect of EE One famous questionnaire is developed by

Gallup is commonly used (12 items)


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Gallup Questionnaire

Do you know what is expected from your work?

Do you have the material and equipments, youneed at work?

At work, do you have the opportunity to do thebest everyday?

In the last seven days, have you received

recognition or praise for your good work Does someone at your work cares for you

Is there someone at work who encourages your

development?


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Cont...

At, do your opinion counts?

Does the mission/purpose of comapny feelsyou proud?

Does your supervisor cares about your work?

Are you fellow employees committed to work?

Do you have best friend at work?

In the last six months has someone talked withyou about your work?

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Chapter 17 EE Intro