language services: engaging employees for great outcomes · quality management system a qms works...
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John WatkinsPresident, ENLASO
jwatkins@enlaso.com
Language Services: Engaging Employees for Great Outcomes
Overview
Look at the language services industry characteristics
Dissect stakeholder needs
Determine the importance of our employees
Identify what employees need
Learn how a QMS can give structure
See some results
We share common characteristics
• We identify needs in the marketplace
• We offer certain expert services to meet those needs
• We convince prospective customers that we are the best choice for meeting their specific needs
• We hope to keep those customers for the long term
• We hope to find a lot more of them
Language Services Companies
Stakeholders
Investors
CustomersCompany
Stakeholder Needs
Company
• Direct resources(COGS – production, vendors)
• Indirect resources(Sales, Accounting, HR, R&D, Infrastructure)
• Plus perks(benefits, bonuses,profit sharing)
Customers
• Value-added services
• Effective communication
• Flexibility
• Accurate deliverables (time, budget, quality)
Investors
• Growth
• Return (dividends, profits)
Dissecting Company Needs
The company is in the middle
It is tough out there, with a lot of competition
We want to get new customers
We need to retain existing customers
Differentiate ourselves with
• Expertise
• Relationships
So ultimately our success depends on…
Dissecting Company Needs
We are only as good as our employees
They perform the services and…
• Many of our employees are customer-facing, forming and nurturing customer relationships
• All of our employees contribute to our reputation
Employee Importance
Employees are our most important asset
If we appreciate them, we…
• Keep great talent
• Attract great talent
Employee Importance
Ta da!
Happy Employees
Happy Customers
Happy Investors
Employee/Company Relationship
Symbiotic relationship between employer and employees• We need employees so we can build relationships and
provide expert services for our customers, in turn
• Employees need help to attain work and personal goals– Compensation (salary, benefits, bonuses)
– Training, guidance, mentoring
– Supervision (motivation, empowerment, recognition)
– Tools
– Work-life balance
Employees Company
Costs
RetainedKnowledge &
Efficiency
Relationships
Total
Compensation
Growth &Appreciation
Relationships
Employee/Company Relationship
Employee/Company Relationship
Employer1. Good wages
2. Job security
3. Growth
4. Good working conditions
5. Interesting work
6. Personal loyalty to workers
7. Tactful discipline
8. Full appreciation for work done
9. Sympathetic help with personal problems
10. Feeling informed
Employee1. Full appreciation for work done
2. Feeling informed
3. Sympathetic help on personal problems
4. Job security
5. Good wages
6. Interesting work
7. Growth
8. Personal loyalty to workers
9. Good working conditions
10. Tactful discipline
Labor Relations Institute
Who Wants What?
Three key concepts for employee satisfaction:
• Respect: Policies and practices that treat people fairly
• Achievement: Taking pride for the work we do, our accomplishments, and our company
• Supportive environment: Foster productive relationships with colleagues in a supportive atmosphere
Harvard Management Update, Vol. 11, No. 1, January 2006.
Employee/Company Relationship
ENLASO uses three techniques to meet employee needs
• Provide predictable guidance and supervision
– Organizational policies
– Everyday working procedures
• Give employees a voice in how things are done
– Foster a sense of ownership
– Solicit feedback
• Build feelings of security
– Manage with transparency, where people are informed
– Communicate frequently and thoroughly
Employee/Company Relationship
Senior management plays a key role• A purpose for the employees
– A common goal
– Individual responsibilities
• Recognition of their accomplishments
• Facilitating success by removing obstacles
• Coaching employees for growth
• Frequent communication– Top-down for guidance
– Bottom-up for availability
If only we had a way…
The way…
Goals!
Needs
StaffQMS
Quality Management System
A QMS works best if it is (from my perspective)• Driven by employees• Using cross-functional quality teams• To give employees a voice on processes and procedures
At ENLASO• Every employee participates• Every voice is equal• Each team focuses on a specific business area (e.g., project management)• The team has responsibility for the corresponding
processes, procedures, and work instructions• Team changes provide each employee with experience in other areas• Quality Coordination Team (Senior Management)
keeps things from going astray
Quality Management System
Mission statement• The “why” of the QMS• The common goal for the company• e.g., ENLASO
– We help our customers conquer the global market with customized language solutions fueled by our team’s passion for exceptional customer service and brilliant innovationto create the quality they need to succeed
Quality policy• The “what” of the QMS• e.g., ENLASO
– Provide services that meet and exceed customer expectations
– Improve processes (faster, better, cheaper)
Quality Management System
Measurable objectives• the “how” of the mission statement
e.g., ENLASO• Employee satisfaction
– Survey– Planned conversations
• Training, continuing education, career growth– Survey– Training log, certificates, etc.
• Continuous process improvement – Quality and budget metrics reporting– Cross-functional quality team minutes
• Customer satisfaction– Survey– Capturing customer feedback from sales and project management– Nonconformity reporting (internal and external)
The QMS gives structure to the employee relationship
• Why we are here: Our company’s mission
• What we are doing: Providing services that meet or exceed customer expectations, while continuously improving
• How we are doing: Measuring and reporting on key metrics
Quality Management System
Examples - Communication
Monthly “all-hands” meeting
• Company performance
• Department reports
• QMS metrics and news
• HR updates
• Awards
Examples - Communication
Awards
• Monthly
• Nominated by customers or colleagues
• All nominations recognized
• $50 bonus
• Certificate
• Intranet Wall of Recognition
Examples - Communication
Be gone, 360° ratings and review!
Planned conversations
Cover five simple areas• Set and review goals
• Highlight successes and challenges
• Changes in knowledge and tools needed
• What can the employee do
• What can ENLASO do
Document and share with HR
Examples – Communication
Results – Employee Survey
Some history Opportunities for Improvement from previous surveys
• Flexibility of production work hours
• Work From Home days
• Infrastructure (stand-up desks)
• Bring your dog to work
Rocky says “Hi”
Results – Employee Survey
0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1
Treats me fairly
Helps me to feel motivated
Provides me with constructive feedback
Effectively helps me resolve conflicts
Keeps me informed about ENLASO's direction,objectives, and policies
Supervisor
Disagree Somewhat Agree Agree
Results – Employee Survey
0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1
Manages transparently, with open communication
Our work environment is respectful and embracesdiversity
Has fair HR policies
Provides reasonable flexibility to balance work andpersonal life
Provides fair compensation for my contributions
ENLASO
Somewhat Agree Agree
Comments and OFIs
• I would love more constructive feedback.
• I think it's coming, but I am excited to hear about how I can improve.
• Salary increases were not discussed during hiring. I would like to know more about how that works.
• The atmosphere this past year has not been the greatest. Constructive feedback and resolution of issues play a part in feeling motivated.
Results – Employee Survey
1, 4% 2, 4%
3, 8%
4, 4%
5, 80%
Results – Employee Survey
Employee Retention
Results – Customer Survey
~40% response rate
100% of customers who responded to the survey agree that ENLASO
• Meets or exceeds our customers’ quality expectations
• Responds to requests in a timely manner
• Should be recommended to other companies
Results – Customer Survey
Comments• Every project manager I have worked with has been exceptionally
responsive, provided updates on the work, and hit the promised date every time.
• I never have to send "where is my translation?" emails. ENLASO's communication and follow-through is excellent.
• Had many helpful discussions with ENLASO staff to help steer projects towards successful outcomes.
• ENLASO reaches out on occasion to take our thoughts and impressions into account - without over-doing it, either.
• I cannot appropriately express how special my project team is to me and I feel we are like a family! We have shared many challenges and experiences together and I have learned very much in regards to the world of localization.
Results – Profitability
2015 Q1 2015 Q2 2015 Q3 2015 Q4 2016 Q1 2016 Q2
Project Gross Profit
On the road to…
Happy Employees
Happy Customers
Happy Investors
Looked at language services
Dissected stakeholder needs
Determined the importance of our employees
Identified what employees need
Learned how a QMS can give structure to meet the needs of our customers and employees
Saw the results
Wrap-up
Questions?
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