Did You Know?
Almost six years have passed since the ISO 10018 People Involvement and Competence guidelines were created, and many have wondered why it has taken so long for someone to create a formal certification.
As you may know, ISO 10018:2012 provides guidance on engaging people in an organization's quality management system, and on enhancing their involvement and competence within it.
"The standard hasn't caught on because nobody knows about it," explained Peter Merrill, who was convener of the original Working Group that created ISO 10018.
However, Merrill believes the Quality Management and related Innovation field have a growing respect for the role of people and culture and will be receptive to an accredited certification.
A certification program has now been created by the Enterprise Engagement Alliance's Engagement Agency, and it is applicable to any organization, regardless of size, type, or activity.
“I think that there’s an understanding after all these years of the importance of people involvement and culture," says Merrill.
Others have also expressed their perspectives and experiences on the subject of engagement.
Larry Fink of BlackRock Group, the world’s largest private investment firm, recently called upon public companies to make larger and more strategic investments in human capital and emphasized the need for far greater disclosure on actual practices and results.
In a study published in HBR in 2016, Alex Edmans, Professor at the London Business School, found that companies on the Great Places to Work™ list consistently outperformed the stock market indices over nearly three decades.
Similarly, the Engaged Company Stock Index, managed by analytics firm McBassi & Co., which uses 12 sources to identify companies with high levels of customer, employee and community engagement, has outperformed the S&P 500 by 25.6% over the last four years.
For additional information, you can review this complete summary of ISO 10018 standards and how organizations can become certified.
"The wishbone will never replace the backbone."
"People have a way of becoming what you encourage them to be, not what you nag them to be."
—Scudder N. Parker
"If you find a path with no obstacles, it probably doesn't lead anywhere."
—Frank A. Clark, Author
"The will to win means nothing without the will to prepare."
—Juma Ilkangaa, Marathoner
"I would rather be the man that bought the Brooklyn Bridge than the man who sold it."
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THE 5 "I's" IN TEAM
On Wednesday December 6, 2017, the Wall Street Journal published an article about the country’s most effectively-managed companies as ranked by the Drucker Institute.
Interestingly, the selections were based on a “holistic approach, examining how well a business does in five areas that reflect Mr. Drucker’s core principles.” These areas are:
We find it encouraging to see customer satisfaciton and employee engagement/development atop the list. Clearly the business world has begun to see the deep connection between employee engagement and customer experience, productivity and profit.
- Customer satisfaction
- Employee engagement and development
- Social responsibility
- Financial strength
Simply stated, highly-engaged employees try harder and tend to drive business results!
They are twice as likely to work after their shift ends, twice as likely to do something good for the company that is unexpected of them, and three times as likely to make recommendations for company improvements, according to an Employee Engagement Benchmark Study by Temkin Group.
But despite the benefits of an engaged workforce, far too many organizations struggle to engage their employees, as evidenced by the fact that, based on numerous Gallup polls, only thirty-percent of the U.S. workforce is engaged.
The 5 I's
We're all familiar with the quote, "There's no "I" in team."
Playing off of this adage, Temkin Group suggests there are actually 5 "I's" in team.
Here are five ways an organization can improve employee engagement and, consequently, the customer experience, based on their research:
Inform... provide the team with the information they need to understand the organization's vision and brand values, along with how customers feel about the organization.
Following a thorough communication plan across multiple channels is a good way to implement this step, as is creating opportunities for employees to hear directly from customers.
Inspire... Connect the workforce to the organization's vision and mission so they believe these things matter, and so they can take pride in the organization.
Defining, communicating and exemplifying the vision, values and mission are some of the best practices for accomplishing this step.
Instruct... Support the team with the training, coaching and feedback they need to be successful and to be confident in their ability to overcome day-to-day challenges
Involve... Take action with employees when solving problems, improving work processes or designing job descriptions. Involving the team creates broader buy-in and bolsters engagement.
Incent... Develop appropriate methods to measure, reward and reinforce desired behaviors.
Some proven methods include enabling peer-to-peer recognition, formalized incentive programs, and celebrating high-performing teams.
Mastering the "5 I's" requires collaboration across many groups, Temkin Group warns, including managers, front-line supervisors, HR, IT and, most importantly, senior management.
Strong sponsorship and communication by company leaders is a must if we are to engage our workforce. The message starts at the top, and "what gets talked about, gets done."
In case you're wondering, here's a link to the top 5 on Drucker's list.
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A Few Quick Seconds…
Here are a couple of related articles from past issues you might have missed, and which generated especially positive feedback:
Which Half of Your Sales Management is Working?
John Wanamaker once said, "Half the money I spend on advertising is wasted; the trouble is, I don't know which half!" This is, of course, the reason frequency is such an important element of marketing... and of management.
Read full article
Your Weekly Team Meeting
Your organization can experience significant gains by running effective team or sales meetings. However, if these meetings are poorly executed, certain opportunities will be forever lost!
Read full article
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