The Custommerce National Convention Marriott Jaipur 24 th January, 2014. Creating and sustaining “iconic” people network. What two aspects do you think are common between this combined List of US Based and Indian Organizations?. US Based Organizations (some are also present in India)
The Custommerce National Convention
24th January, 2014
Creating and sustaining “iconic” people network
US Based Organizations (some are also present in India)
3. Starbucks Coffee Company4. USAA
5.Four Seasons Hotels6. Marriott International
7.Rackspace Hosting8. Recreational Equipment Inc.
11.FedEx12. Southwest Airlines
13. American Express14. Google
3.NIIT4. IndiGo Airlines
5.The Oberoi Group 6. Taj Hotels, Resorts, Palaces
7.Classic Stripes 8. Godrej Consumer Products
They have won awards and repeatedly appeared on lists of companies whose products & services delight their Customers
They have repeatedly appeared either in Fortune Magazine’s annual lists of “100 Best Companies to Work For in the US”
or in The Economic Times’ annual lists of “Best Companies to Work For in India”
As organizations who attempt to and care for their Employees, thereby creating a strong sense of Trust, Pride and Camaraderie in them
Experience and belief of leaders, people managers and employees of “great workplaces” alike suggests that building and sustaining a great workplace for its employees is all important to delivering great customer service!!
They believe that there is not only a strong correlation, but causality between creating highly engaged, inspired and strongly networked workforce and delighted customers & superior organizational performance.
Great Workplaces significantly outperform Market (Indices) by around 4 times, in terms of cumulative long term returns to investors (US Data)!!
Even from a low starting point of not very trusting, proud and well bonded employees, the “journey to becoming a Great Workplace” can begin to yield all round results in a few years after purposeful efforts!! – Scripps Health
Why are highly engaged, inspired and networked employees the key? What are the ingredients of the recipe for caring for and delighting customers?
in a suitable manner to serve the customers.
What is being “networked?’ Isn’t it the feeling of Trust, Pride & Camaraderie, that prompt employees to share information and work cooperatively towards a common goal?
In such environment, employees are and feel:
This results in employees:
Great Place to Work® EngagementModel / Framework
Trust the people you work for...
Trust is the Key Driver…
...have pride in what you do...
...and enjoy the people you work with
Relationships are the key…..
Great workplace culture enables
Align employees to achieve
... Encourage and enable employees to give their personal best at all times
... and work together as a cohesive team/family
in an environment of Trust…..
Two way Candid Communication
Integrity – Reliability of Management
In Own Job
About my Team
In the Organization
Individuality is valued
Part of something larger
People managers at great workplaces consistently focus on 9 equally important areas of people practices
(and addressing Grievances & Appeals)
5.Thanking (Appreciating & Recognizing)
7.Caring (Balancing, Supporting & Including)
8.Celebrating & Enjoying
9.Sharing (Rewarding their People & Contributing to Society)
1. Alignment to achieve organizational objectives
3.Work together as acohesive team/family
2. Employees give theirpersonal best
Right practices of people managers enable them to achieve three key organizational objectives
4 levels of actions for employee engagement to build trust and drive attraction, learning, performance and retention
Organization & Top Leadership - Inspiring, communicative, competent and demonstrate values and integrity
Employee Fit - Talents, strengths, values, passionate interests, needs & aspirations match with roles, organizational values and offering
Immediate Work Environment - People managers & peer group provide constructive feedback, positive reinforcement, learning, friendship, fun and camaraderie, which is highly engaging
Effective People Practices- Equitable & impartial, caring & inclusive, respectful & supportive, created in a consultative & collaborative manner, which create a sense of community
Aspects that are “statistically” best correlated with Overall Employee Perception (Final Outcome Statement)
Important to employees - Possible “Drivers” of Retention!?
To become a great workplace, the following aspects seem to be critical, foundational and essential: