employee engagement: the means to superior · pdf filefor example, new century financial...
TRANSCRIPT
21.5.2012
1
Employee Engagement:
The Means to Superior Quality
Juran Body of Knowledge (JBOK)
All Rights Reserved, Juran Institute, Inc.6218 Improving the Management of Quality.PPT
21.5.2012
2
Session Objectives
My main purpose for being here today is to…
1. Share our understanding on our approach to gaining employee engagement.
2. Learn how employees can be engaged in quality management activities.
3. Share some real-life examples.
How Did They Build The Pyramids?
All Rights Reserved, Juran Institute, Inc. 4
Engaged Employees
21.5.2012
3
Time1950 to today
Improving Performance
Lean Six Sigma
TQM
Engaging Employees – A Bit of Quality History
QI Teams
Quality Circles
Employee Engagement & Managing Quality
SPC Teams
All Rights Reserved, Juran Institute, Inc.6218 Improving the Management of Quality.PPT
An "engaged employee" is one who is fully involved in, and enthusiastic about their work and
thus will act in a way that furthers their organizations’ interests.
21.5.2012
4
Recent Study
All Rights Reserved, Juran Institute, Inc. 7
� In a study of professional service firms, the Hay Group found that offices with engaged employees were up to 43% more productive.
� The most striking finding is the almost 52% gaps in operating incomes between companies with highly engaged employees and companies whose employees have low-engagement scores.
� High-engagement companies improved 19.2% while low-engagement companies declined 32.7% in operating income during the study period[citation needed].
Employee Perceptions
All Rights Reserved, Juran Institute, Inc. 8
Employee perceptions of job importance ...an employees attitude toward the job's
importance and the company had the greatest impact on loyalty and customer service then all other employee factors
combined.
21.5.2012
5
1. Employee clarity of job expectations 2. Career advancement/improvement opportunities 3. Regular feedback and dialogue with superiors 4. Quality of working relationships with peers,
superiors, and subordinates 5. Perceptions of the ethos and values of the
organization 6. Effective Internal Employee Communications7. Reward to engage
More Employee Perceptions
"Employee Engagement is a measurable degree of an employee's positive or negative emotional attachment
to their job, colleagues and organization which profoundly influences their willingness to learn and
perform at work".
21.5.2012
6
Financial Impact
� For example, New Century Financial Corporation, a U.S. specialty mortgage banking company, found that account executives in the wholesale division who were actively disengaged produced 28% less revenue than their colleagues who were engaged.
� Those not engaged generated 23% less revenue than their engaged counterparts.
� Engaged employees also outperformed the not engaged and actively disengaged employees in other divisions.
All Rights Reserved, Juran Institute, Inc. 11
Hewitt Associates Large HR Firm
21.5.2012
7
• Alignment to Plans & Values• Clear Workforce Practices• Policies & Procedures
• Training • Problem Solving Teams• Health, Safety & Security• Effective & Efficient
Processes Design
• Leadership Lives JCI Values• Commitment to JCMS • Develop Support
Infrastructure• Earns the Trust of Workforce• Leaders Credibility
• State of Self-control• Effective Scorecards• Regulate Process and Stop
Work• Results
Control Commitment
CommunicationCollaboration
Juran Model
forEngaged Culture
Time2012 to tommorrow
Improving Performance
Engaging Employees – A Bit of Quality History
Employee Engagement & Managing Quality
Process Innovation
All Rights Reserved, Juran Institute, Inc.6218 Improving the Management of Quality.PPT
Quality by Design
Managing Value Streams
Self Managed Design Teams
21.5.2012
8
Thank You