The Thriving Small Business

12 Steps to Implementing a Quality Management System

Patricia — Mon, 20 May 2013 16:16:04 +0000

Successful organizations have figured out that customer satisfaction has a direct impact on the bottom line. Creating an environment which supports a quality culture requires a structured, systematic process. Following are steps to implementing a quality management system that will help to bring the process full circle.

Let’s begin by defining the word quality.

Quality Defined:

“A subjective term for which each person has his or her own definition. In technical usage, quality can have two meanings: (1) the characteristics of a product or service that bear on its ability to satisfy stated or implied needs and (2) a product or service free of deficiencies.” American Society for Quality (ASQ)

A Quality Management System is “The organizational structure, processes, procedures and resources needed to implement, maintain and continually improve the management of quality.” American Society for Quality (ASQ)

Total Quality Management (TQM) is a management approach to long-term success through customer satisfaction. TQM focuses on the development of products and services that meet the needs and exceed the expectations of key customer groups. This is accomplished by creating an integrated “system” that is process centered, has total employee involvement and is completely customer focused. Creating a culture that is customer focused and collecting and studying data that supports efforts for the customer are critical components to the system.

Steps to Creating a Total Quality Management System

1. Clarify Vision, Mission and Values

Employees need to know how what they do is tied to organizational strategy and objectives which makes it important that all employees understand where the organization is headed (its vision), what it hopes to accomplish (mission) and the operational principles (values) that will steer its priorities and decision making. Having a process to educate employees during new employee orientation and a communication process to help ensure that the mission, vision and values is always in front of the people is a major first step.

2. Identify Critical Success Factors (CSF)

Critical success factors help an organization focus on those things that help it meet objectives and move a little closer to achieving its mission. These performance based measures provide a gauge for determining how well the organization is meeting objectives.

Some example CSF:

Financial Performance
Customer Satisfaction
Process Improvement
Market Share
Employee Satisfaction
Product Quality

3. Develop Measures and Metrics to Track CSF Data

Once critical success factors are identified, there needs to be measurements put in place to monitor and track progress. This can be done through a reporting process that is used to collect specified data and share information with senior leaders. For example, if a goal is to increase customer satisfaction survey scores, there should be a goal and a measure to demonstrate achievement of the goal.

4. Identify Key Customer Group

Every organization has customers and understanding who the key customer groups are is important so that products and services can be developed based on customer requirements. The mistake a lot of organizations make is not acknowledging employees as a key customer group.

Example Key Customer Groups:

Employees
Customers
Suppliers
Vendors
Volunteers

5. Solicit Customer Feedback

The only way for an organization to know how well they are meeting customer requirements is by simply asking the question. There should be a structured process to solicit feedback from each customer group in an effort to identify what is important to them. Organizations often make the mistake of thinking they know what is important to customers and ask the wrong survey questions. This this type of feedback is obtained through customer focus groups.

6. Develop Survey Tool

Next develop a customer satisfaction survey tool that is based on finding out what is important to customers. For example, customers might care more about quality than cost but if you are developing a product and trying to keep the cost down and skimping on the quality, you are creating a product that might not meet the needs of the customer.

7. Survey Each Customer Group

Each customer group should have a survey customized to their particular requirements and they should be surveyed to establish baseline data on the customers’ perception of current practice. This provides a starting point for improvements and demonstrates progress as improvement plans are implemented.

8. Develop Improvement Plan

Once the baseline is established you should develop an improvement plan based on customer feedback from each group. Improvement plans should be written in SMART goals format with assignments to specific staff for follow through.

Goals May Include Some of the Following:

Process improvement initiatives, such as: customer call hold times
Leadership Development: Walk-the-Talk
Management Training/Development: How to manage employees in a quality environment
Staff Training/Development: Customer Service
Performance Management: Setting expectations, creating job descriptions that support the vision and holding staff accountable.

9. Resurvey

After a period of time (12-18 months), resurvey key customers to see if scores have improved. Customer needs and expectations change over time so being in-tune to changing needs and expectations is critical to long-term success.

10. Monitor CSF

It is important to monitor CSF monthly to ensure there is consistent progress toward goals. This also allows for course correction should priorities and objectives change during the review period.

11. Incorporate Satisfaction Data into Marketing Plans

Once you’ve achieved some positive results with your satisfaction data, use it as a marketing tool! A lot of successful organizations miss the boat by not letting others know what they do well. Customers want to know how an organizations internal processes work especially if those process help to deliver an outstanding product or service!

12. Technology

Make sure technology is user-friendly and supports targeted improvements. For example, a website should be easy to navigate as well as easy to find (SEO) and the content should be easy to understand.

Final Thoughts

Make sure employees understand the vision as well as their role in supporting it. Look for ways to ensure that all internal processes are standardized and that employees receive the training to understand the standardization.

Successful quality initiatives require ongoing Senior Leadership sponsorship and support through structure, process and staff transitions. Designated resources are also critical in supporting these endeavors.

This article was first published in January, 2010.

License Office Customer Service Feedback

Patricia — Tue, 14 May 2013 13:39:49 +0000

Whenever I use a service I try to learn best practices to share with others. The same way, whenever I experience a less than positive service experience I try to share those things that could have been done differently to make the experience better for me and other customers.

I live in Missouri and there has been a long standing joke about state employees being a little less customer friendly than other organizations. Like most everyone, I have a limited amount of time to run those annoying errands that are necessary to stay compliant with state laws.

We recently purchased a new vehicle which required paying state sales tax and securing new license plates. I’ve never really understood why purchasing a car is the only thing (that I know of) that requires you to pay taxes after the transaction. I can only assume that the reason for that is most people finance vehicles and lenders don’t want to loan tax money. I really don’t know what the reason is I only know that it adds an annoying and time consuming step to the process.

I went to the local license bureau to pay the car tax and transfer the license plates from our old vehicle. When I arrived and there were twelve people in line when with four service representatives available to serve these customers. I saw this, did the math and thought that I was technically only waiting behind three people (12/4) so it shouldn’t take a lot of time to get served. Well I learned that was not the case.

The women working moved so slowly that I wanted to jump the counter and type for them. But the most absurd thing that happened was one of the women finish serving a customer and then would call out and say “the next license renewal, can come up”. This meant people were jumping out of line if someone in front of them wasn’t renewing license plates.

As I stood there watching this, I was thinking to myself that license renewal is the ONLY thing you can do online and those were the people who had a designated clerk and were moving to the front of the line. I’m sure there is a reason they do this but I can’t figure it out, I just know as someone who stood in line for almost 40 minutes it made my wait even more frustrating as people jumped from behind me to be served.

I’m not really sure who oversees state employees but if you happen to be one, I have some constructive feedback for you. Since we pay your salary I thought it might be appropriate for me to give you some suggestions.

1. Manage Wait Times

Customer wait times are a necessary evil in most industries, but organizations that have learned to manage their customer wait times provide a better customer experience. As customers arrive and secure a spot in line, there should be some communication about the projected wait time. In my example, I figured with 4 employees managing 12 customers that my wait would be 10 or 15 minutes but because of the designated clerk for license renewals that equation was thrown out the window. If I had known it would take almost 40 minutes to be served I might have decided to leave and come back. Do your customers a favor and give them a heads up about lengthy wait times.

2. Train Employees

Employees typically perform to the level of stated performance expectations and the level of training they received. Employees should be trained on customer service and managing wait times. This includes letting customers know what to expect and being sympathetic to the value of customer’s time. QuikTrip is the model for focused quick customer service. The License bureau could learn a lot from this convenience store service model.

3. Signage

Providing clear signage in multiple locations helps the customer understand the service process. For example, in the license office, there is a separate station for renewing drivers license. Customers should understand the moment they walk in the door which station handles each of the customer needs.

4. Facility

Most people appreciate when organizations are neat, orderly and clutter free. When I look behind the counter and see piles of files or paper strewn all over the place it makes me wonder if my paperwork or information will be lost. Public areas should be orderly and send the message that paperwork will be processed efficiently and effectively.

I understand there is a great possibility that my experience was an outlier and there may be others who have a very different perception and experience. I only know what I experienced and from a customer experience, one time is enough reason to look at how customers are managed and responded to.

How is the licensing experience in your state?

Ten Technology Tips and Tricks

Patricia — Wed, 01 May 2013 16:06:09 +0000

I don’t know about you but I feel like I’m constantly chasing the latest technology trends and trying to figure out how to use the newest gadget or software.

I also struggle with taking the scenic route around a device or keyboard.

I’m fortunate to have people in my life who share technology and software tips to help me learn.

I found this video from TED on technology tips that you might find helpful.

Some of this I knew but I did learn a few things. It covers tricks for cellphones, cameras, computers, web searching and much more.

Its a short video and I’ll bet you’ll learn something.

I personally loved the camera trick! So what technology tip was the most helpful for you? Comment below!

photo by: coreycam

4 Keys to a Great Customer Service Experience

Patricia — Thu, 25 Apr 2013 15:01:09 +0000

Successful organizations understand that consumers pay the bills and great customer service is the key to business success.

According to a Zendesk Customer Service Survey, 81% of customers reported that they shared a bad service experience with family and friends and 59% of consumers who had a bad service experience stopped buying from that company.

The scary thing is consumers are now using social media (45%) to spread the word and more and more consumers are making buying decisions (88%) based on online customer service reviews.

The survey also reports that consumers are sharing service experiences more today (58%) than they were just five years ago and of those surveyed, 54% said they tell at least 5 people about a bad experience.

The good news is you can win customers over by providing a good customer experience. The survey suggests that customers who had a good customer experience (62%) purchased more products or services from the company. Respondents said that resolving problems quickly (69%) is the key to a good service experience.

4 Keys to a Great Customer Service Experience

1. Influence Customer Expectation

When a consumer purchases a product or service they have an idea about how that product will perform or how the service will be delivered. Educating the consumer for what to expect can go a long way in helping to manage their expectations. For example, when I purchase my laptop, I understand from reading the specs how long the battery life will be. If it exceeds that, I’m tickled if it doesn’t perform as described, I’m disappointed. In the same way, when I go to the doctor and am told that the wait time will be 15 minutes, i’m content until about the 20 minute point. Setting the customer expectation is key to managing their response to service and product delivery.

2. System to Address Customer Issues

Things happen and whether it is a faulty product or a less than perfect service experience, every organization should have a system and process in place to quickly correct customer issues. Develop a service recovery process and train employees on how to deal with customer complaints. Track complaints and develop improvement plans based on data.

3. Monitor On-line Chatter

Set up Google alerts for your business so you can know if someone is complaining about your business online. If they are, jump in the conversation and try to remedy the situation as quickly as possible. Most people are reasonable and if you right a wrong you will demonstrate credibility with consumers.

4. Solicit Customer Feedback

Take time to solicit customer feedback by using customer satisfaction survey tools and customer comment cards. Track feedback data over time and create improvement plans based on available data. Conduct customer focus groups to learn about changing customer requirements and develop products and services based on what is learned by talking to the customers.

Customers are the lifeline to all businesses and taking care of their needs and addressing their service and product issues is the best way to attract and keep customers!

photo by: Phil Dowsing Creative

Steve Jobs Thoughts About Asking for Help

Patricia — Tue, 16 Apr 2013 21:22:37 +0000

Asking people for help comes easier for some than others. We can all relate to a time when we just needed a little help either with our personal situation or with our business endeavors.

Having the guts to step up and ask for help is a skill that Steve Jobs speaks to in this dated interview.

Steve explains that most people don’t get what they want because they don’t take the risk of asking.

“Ask, and it will be given to you; seek, and you will find; knock, and it will be opened to you. For everyone who asks receives, and he who seeks finds, and to him who knocks it will be opened.” Matthew 7:7-8

3 Things to Remember When Asking for Help

1. Be Bold

I have a friend who works in real estate and she is taking a bold class which basically teaches the students to take risks and step out of their comfort zones to find new business leads. For example, I called one of my professional organizations and asked to teach a class at one of their conferences. This one phone call has opened several doors for me that I would not have otherwise gotten.

2. Reciprocate

This is pretty much what goes around comes around. If you are one of the brave ones to ask others for help, you need to be ready, willing and able to answer the cries for help from others. For example, if I am willing to ask a colleague to give me a reference or referral, I need to be willing to do the same for them.

3. Don’t be Afraid of Failing

Asking for help doesn’t necessarily mean that your request will be answered but this is not a reason to not ask or to feel like you failed if you are denied the help you are looking for. For example, I contacted a different professional organization about teaching a class at their conference. I was encouraged to apply again next year. I let it go and moved on to my next endeavor. I need to remind myself, its nothing personal with me.

“if you are afraid of failing you won’t get very far” Steve Jobs

So do you have anyone that you have been afraid of asking for help? Just do it, the worst thing that can happen is for them to say no!

5 Common Oversight Councils

Patricia — Tue, 09 Apr 2013 13:18:15 +0000

Organizations use councils and committees to help oversee operations and to help get things done.

People sometimes confuse committees and councils. The basic difference is a committee is chartered to solve a temporary problem where as a council has an ongoing oversight responsibility. However, there are ongoing committees.

A council is defined as, “an assembly of persons summoned or convened for consultation, deliberation, or advice; a body of persons specially designated or selected to act in an advisory, administrative or legislative capacity..”

In one of my favorite books, “Good to Great: Why Some Companies Make the Leap… and Others Don’t”, Jim Collins talks about councils that help guide an organization. These councils consist of people who discuss and debate issues that relate to the organization. In his example, organizations should be guided by the “three circles” of:

1. What are you passionate about?
2. What can you be the best at?
3. What drives your economic engine?

Organizations should identify areas that need constant focus and develop groups of people who can address issues and make recommendations for improvements of those areas.

Every council should have a charter and purpose statement which helps the group have a specific mission and focus. Council meetings should be facilitated with an agenda and structured format to ensure time spent meets the purposes of the charter.

5 Common Oversight Councils

1. Budget Review

A budget review council meets either monthly or quarterly and has the responsibility of reviewing budget issues and unbudgeted requests. This group also keeps a pulse on organizational spending, budget variances, makes recommendations for budget cuts and provides input into the annual budget process.

2. Facility Review

Whether you own your own building or rent office space, it is important to identify a group of people who are responsible for facility needs and managing the maintenance and enhancement of the facility. Even though building maintenance is often outsourced, there should always be someone responsible for making sure the facility represents the organization well. Marks on the walls, faded carpet, aging furniture and outdated restrooms are examples of areas that this Council can oversee. This group also makes recommendations for campus improvements that would go to the budget review council for funding.

3. Human Resources

Whether an organization employs five people or five hundred people, there should be a group that meets on a regular basis to steer the human resource aspect of the organization. Employee benefits, employee relations issues, training, development, recruitment and appreciation are all examples of issues that need guidance and attention. For a small organization, this may be a few people but the point is to keep a focus on issues so the organization can stay legally compliant and competitive with their employment practices.

4. Information Technology

Every business is dependent on technology to support day-to-day operations. Having a group that keeps a pulse on current technology needs, with the vision to identify future technology needs, can ensure that the organization is using technology to its advantage and can alleviate large unexpected and unbudgeted expenditures.

5. Marketing

Marketing and sales help get the word out about available products and services. There should be a group that is constantly looking for ways to increase market share and brand exposure. This group would also look at rapidly changing customer requirements and keeping current with changing marketing technology trends.

Finally, councils are meant to drive change and improvements in business practices as well as serve as oversight for day-to-day operations. Managed well, these councils can help organizations improve, develop and grow. Managed poorly, they become a waste of valuable resources.

photo by: El Brown

Example Customer Service Standards

Patricia — Tue, 02 Apr 2013 17:59:01 +0000

Every organization should have a basic expectation for employees to provide good customer service. Many businesses will define their standards of service and train employees on how they are expected to behave when interacting with customers.

But before we can discuss customer service standards, we first need to identify and understand the different customer groups.

Every organization has two kinds of customers:

External Customers: Those who purchase a product or service.

Internal Customers: Anyone within the organization who at any time, is dependent on anyone else within the organization

For each of these customers groups, there are behaviors that can add to a positive service experience. Following are some examples of service standards of behavior that will affect (if consistently demonstrated) great customer service. Many of these standards can have measures attached to them for performance appraisal purposes.

This example can be used as a training tool and should be reviewed with the employee. As with many training tools, it is always good to have the employee sign a copy and keep it in their file so there is a record that the expectation was discussed.

Customer Service Standards Example

External Customers

We will greet our customers in a courteous and professional manner.
We will listen effectively to our customers’ requests and promptly take the necessary actions to assist them. We will keep our customers informed of unexpected delays in service.
We will inform our customers of normal process time, when they can expect completion and any delays that may arise in the process.
We will touch base with our customers to update them as to where we are in the process.
We will respond to website questions/requests within 24 hours during normal business hours.
We will respond to applicants (employee/volunteer) within 24 hours of normal process time to let them know when they can expect completion and any delays that may arise in the process.
We will finish our encounters with our customers in a courteous and professional way.

Internal Customers

We will interact with each other in a courteous and professional manner.
We will inform our internal customers of normal process time, when they can expect completion and any delays that may arise in the process.
We will touch base with our internal customers daily, either by e-mail or phone, to update them as to where we are in the process.
We will work to resolve issues with coworkers and other departments by discussing problems directly and working toward agreed upon solutions.
We will be considerate, cooperative and helpful to every staff member to assure quality services.
We will hold ourselves and each other accountable for addressing inappropriate comments and behavior.

Telephone Etiquette

When at our desks, we will answer the phone within two rings.
We will identify ourselves when we answer.
We will listen to the caller’s request and assist the caller accordingly.
If we cannot assist the caller, we will direct the call to the appropriate person. Before transferring the call, we will obtain the caller’s permission and provide the caller with the name and extension number of the person who will be helping the caller.
We will obtain the caller’s permission before placing the call “on hold” by asking and waiting for a response before initiating the hold function.
We will end the conversation in a courteous and professional way by thanking the caller. We will wait for the caller to hang up first.
We will notify our customers that someone is unavailable by saying, “He/She is unavailable. Is this an urgent issue or may I take a message?”

Voice Mail

We will respond to voice mails within 24 hours during normal business hours.
We will update our voice mail greeting, advising callers when we will be out of the office for an extended period of time (1/2 day or longer), informing callers of when we will return and who they may contact with questions (if applicable).

E-mail

We will respond to e-mails within 24 hours during normal business hours.
We will update our e-mail notification message when we will be out of the office for an extended period of time (full day or more). We will indicate our expected return date and indicate a contact person (if applicable).

General

We will make our goal to exceed the expectations of all of our customer groups.
We will work to anticipate the needs of those we serve by proactively working to meet their needs.
We will hold ourselves and each other accountable for our service commitment.
We will be conscious of our communication style (ie; audible voice, eye contact when speaking to someone, tone of voice) and communicate in a professional manner.
We will make a conscious effort to compliment coworkers when their actions comply with these standards.

I have read and understand the above Service Standards. I also understand that it is my responsibility to comply with the standards and that my performance appraisal will reflect my compliance.

Employee Signature: ______________ Date: __________

Taking care of all customer groups is key to business success. Investing the time to create service standards, and holding employees accountable for adhering to standards, is a basic management practice that should be incorporated into a structured performance management process.

This article was originally published on December 2, 2009. It was updated April 2, 2013.

8 Things About Customer Service You Can Learn from Bed, Bath and Beyond

Patricia — Tue, 02 Apr 2013 13:46:47 +0000

I recently went to Bed, Bath and Beyond (BBB) to purchase a wedding shower gift for a friend’s daughter and was pleasantly reminded about how good they are at so many things. It made me think that there are several things we can learn from their approach to customer service.

I know I’m a woman, and BBB is definitely more of a woman’s store than a guys place, but they have things figured out on a pretty high level. I think there is something we can all take away from what they do and apply it to our business.

Here are 8 things we can all learn from Bed, Bath and Beyond’s commitment to customer service.

1. Friendly and Helpful Employees

BBB sets the bar for customer service. Their employees are well trained and clearly focus on affecting a positive customer experience. Employees are friendly and helpful. They stop to acknowledge your presence and they are keenly aware of a customer who might be lost or looking for an item. You don’t have to look very far to find a store associate to help find things.

2. Quick and Efficient

The employees are quick and efficient. I’ve watched how they call for help and expand the number of open registers if there are only a few people in line. They recognize that people get frustrated with slow checkout processes and quickly thin the herd. It reminds me of Quick Trip.

3. Hassle Free Returns

I love to purchase gifts at BBB because their return policies are so customer friendly. Returns without a receipt are also acceptable for exchanges or store credit. You never feel condemned for returning an item and the experience makes you want to go buy something else.

4. Flexibility

BBB is driven by customer service and this is demonstrated in their flexibility with returns and store coupons. Not only do their coupons not expire, but the sales associate will work with you to figure out which coupon will be the best value for the merchandise you are purchasing. Since coupons are easily accessible, I always get a 20% discount on purchases! This flexibility makes for a pleasant shopping experience.

5. Convenience

The challenge with purchasing a bridal gift is the added step of going to another store, buying paper and wrapping the gift. BBB was brilliant when they put a wrapping station in the store. I can purchase my gift, walk over to the wrapping station and wrap or bag my gift along with a ribbon! And did I mention this service is FREE?

6. Great Product Selection

Product selection is great and includes all popular brands. It is nice to have a wide variety of products so I can make a comparable selection. They even have those fun items you see on the TV infomercials, you know the ones you see on late night or daytime TV!

7. Gift Registry

I wish BBB had been around when I got married and registered for wedding gifts. Not only is the selection of gifts expansive but they have what they call a completion program that allows you to purchase items that remain on your registry for up to three months after the wedding for a discounted price.

8. Organized and Clearly Marked Signage

Another thing BBB does well is how they organize their stores. There is easy to see signage for each section and products are clearly marked. This makes it easy to find items, particularly those on a gift registry. The flow of store merchandise is logical and progressive and just makes sense. You can tell that someone thought about, and was deliberate with merchandise flow.

If you operate a business that includes merchandise shopping, try some of these customer service approaches and don’t be surprised if you sales go up significantly!

What other customer service tactics do you use?

10 Ways to Create an Employee Engagement Culture

Patricia — Wed, 27 Mar 2013 17:06:00 +0000

Successful organizations understand the importance of employee engagement. Employees need to feel like they do meaningful work and what they do makes a difference. Engaged employees put their heart and soul into their job and have the energy and excitement to give more than is required of the job. When employees are not engaged, it can have a negative effect on the customer experience.

According to Wikipedia, “an engaged employee is one who is fully involved in, and enthusiastic about, his or her work, and thus will act in a way that furthers their organization’s interest.”

According to Scarlett Surveys, 31% of employees are disengaged and 4% of those are hostile. If these survey results are correct, what can organizations do to improve employee engagement levels?

Organizations with strong employee engagement, have figured out how to create a culture that fosters engaged employees. They understand leadership’s role in communicating, developing and rewarding employees.

So what are some ways to create an employee engagement culture?

1. Strong Vision

Cultures of employee engagement have a defined, and well communicated, vision. Leadership is responsible for communicating the vision and keeping it in front of the employees. Employees should be able to recite the vision statement and be able to describe why the organization does what it does. Employees are emotionally attached to the vision, believe in what they do and are committed and loyal to the organization.

2. Consistent Communication

Good communication within an organization can be one of the most important things an organization can do to foster employee engagement. Employees spend a good portion of their life at work and have an interest in what is going on within the organization. They desire to know how the organization is doing financially, how corporate goals are being accomplished and how what they do contributes to achieving corporate objectives.

3. Supervisor Interaction

There is a lot of research that states that employees leave organizations because of their direct supervisor. The engagement of employees is tied to the leadership of their direct supervisor. This includes how information is shared, how employees perceive equity amongst each other and how well a supervisor demonstrates their care for employees as individuals.

4. Employee Development

Employees want the opportunity to develop and grow professionally. They need opportunities to grow in their job and within the organization. This can be accomplished by having a defined developmental plan for each employee. Managers should be constantly coaching their employees to fine tune skills and develop new ones.

5. Team Environment

Strong employee engagement is dependent on how well employees get along, interact with each other and participate in a team environment. Developing a strong team environment can help foster engaged employees. Employees need to feel like they belong to a community, a team and a family. Coworkers are often the only family some employees have so maintaining a work environment where all employees feel part of a team and work well together is very important.

6. Culture of Trust

Employees need to trust each other as well as their leadership. Employees are constantly watching leadership to see how their decisions affect the strategic direction of the organization and if their behaviors reflect what they say.

7. Clear Expectations

Employees need to know what is expected of them. This is accomplished by giving specific employee goals as well as the training, tools and resources needed to perform their job. Employees need to also be held accountable for achieving their goals through a structured performance management process.

8. Reward and Recognition

Employees need to feel validated and acknowledged as a valued part of the organization. Strong leadership demonstrates how much they care for their employees and shows recognition for employee efforts. Rewards and recognition should be integrated into the way employees are managed on a day-to-day basis.

9. Employee Satisfaction

Employees need to feel like they are part of the process, that their thoughts and ideas matter and that they have a voice in how their work is performed. They are on the front line and know best about how work should be performed. Actively soliciting employee feedback and incorporating employee thoughts and ideas into how the organization operates is a very effective way to engage employees.

10. Competitive Pay and Benefits

While pay and benefits are not the key indicator of employee engagement, offering competitive compensation, benefits and reasonable working conditions is a strategy for strong employee engagement.

Developing a culture that supports employee engagement can have a positive effect on the employee, the customer and ultimately the bottom-line.

This article was first published, October 29, 2010.

photo courtesy Catawba County

Employee Satisfaction Survey Example

Patricia — Tue, 19 Mar 2013 19:08:00 +0000

Having a good understanding of one of your core customer groups, your employees, is an important aspect of managing a business. It is also critical to accomplishing corporate goals and ultimately achieving your business strategy.

There are many vendors who can help you develop and implement an employee satisfaction survey process. This includes assessing the corporate culture, understanding employee needs and analyzing feedback.

Smaller organizations can start by creating a survey themselves just to get a feel for how employees perceive their work environment. This can be done easily and quickly. The following example will give you a great start but be sure to incorporate questions that are specific to your business environment.

Employee Satisfaction Survey Example

Other thoughts:

A well thought out and clear communication of the “why” the survey is done is important. Employees need to know the organization desires to create a positive employee experience.
Employees will only be as honest as they feel their anonymity is protected.
Offer incentives for employees to fill out the survey or make an event out of it.
Turn data gathered from the survey into an action plan for improvement
Communicate what was learned and what the organization plans to do to make improvements.
Train managers to not overreact to negative comments but to use them as a growth opportunity.
Make sure the plan is implemented by incorporating the improvement efforts into employee goals.
If nothing is done with the feedback, it is worse than if you had not asked the questions.
Be committed to making changes.
Google docs has a great FREE option that can create electronic surveys that you can email to your employees to help maintain anonymity and confidentiality. Check out this video to see how!

Lastly, true data analysis should be done by a professional to ensure proper interpretation.

This article was first published March 24, 2010. Updated March 19, 2013.