Employee Engagement Does Not Equal Employee Effectiveness
Posted in Customer Engagement
We hear a lot today about employee engagement. But according to the Hay Group, “engagement alone does not drive employee effectiveness.” Employees also need to be enabled.
In other words, employees need to be in the right role and given a supportive environment with no significant barriers to performance.”1 To measure and manage employee effectiveness, organizations need:
Here are some steps you can take to improve employee effectiveness in your operations.
Most operations managers lack visibility into what employees are doing—and when, and for how long. A modest first step would be to understand what percent of time employees are spending on production vs. non-production activities.
Many organizations have found a 10 percent increase in productivity just by capturing this metric. A leading online higher education provider increased productivity from 5 to 15 percent by giving frontline staff visibility into their performance scorecards that measure their actual performance against activity standards.
Employee effectiveness is one of the five key components of an optimized back-office management process. To learn how your organization ranks against our Back-Office Management Process Maturity model, take the self-assessment survey.
1 “Employee Effectiveness - employee engagement and enablement survey,” The Hay Group website.
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