Involvement of People

People at all levels are the essence of an organization and their full involvement enables their abilities to be used for the organization's benefit.

A company's strength is not only its customers but also the people who were chosen to work with the organization. How top management has organized and involved its people will determine their input and participation. Keeping track of real-time involvement in projects is key in managing one's business. Today, visibility and an integrated management system, allows you to better allocate your resources, stay within budget, and manage your business for profitability.

The organization focuses on people by defining roles and responsibilities; however, it is important that they take ownership and are emotionally engaged so that they feel they can actively contribute and make improvements. By ignoring the emotional engagement, companies will be missing out on the financial returns, as productivity decreases and input is not supporting the direction of the organization.

Partnerships are everything. Individuals need to be a part of a team so that sharing of knowledge, skills, and experiences can take place. They need the understanding of how their work can add value for customers and support the organization's goals, aligning a partnership for performance to work toward customer satisfaction. Employees not only accomplish tasks to assist in customer satisfaction but also set the tone for the customer's perception of how they are treated (positively or negatively), and they use their knowledge when giving advice to a customer, which could provide added value in the customer relationship, increasing customer satisfaction.

A team approach ensures that everyone is equal and working toward the same goals and objectives and that the participants understand what is expected. They need to feel free to express their ideas and concepts and trust each other in order for the team approach to be satisfying and rewarding. Disagreement within the team is productive as it brings out other options to consider. Processes need to be in place to resolve conflict and provide clarity to move forward. This may be accomplished by consensus or by the team leader making the ultimate decision on directions to take.

Employees need to see progress in their own growth, as an individual and within an organization; otherwise they will look to other opportunities. As mentioned earlier in this chapter, many employees will be retiring in the next five to ten years, and an organization needs to have in place a way to capture the knowledge that key personnel have related to the organization's operations, and a plan to bring new personnel in to be trained prior to their leaving.


Focus: Quality – Customer

1 How does the organization promote innovation and empower its people to contribute to meeting the organization's goals? Do you reward them? How?

2 How does top management as leaders for the organization assist employees and contractors to understand the importance of their contribution and to get satisfaction from their work (defining expectations, career development, stable employment, job design)?

3 people passionate and proud to be a part of your organization? How do they show this? Will the organization maintain human resources?

4 Does the organization have a plan in place to capture the knowledge of employees retiring in the near future? How will it manage the selection of new employees to replace these people? Has it analyzed how many people will be retiring within the organization and when?

5 Does the organization evaluate employee performance against personal goals and objectives? How often? How?

6 Do personnel work together in “work teams”? Does the organization promote “champions”? How?

7 Does the organization motivate its people by focusing on their strengths or does it focus on improving weaknesses?

8 Do interested parties share their knowledge and experience? Do they openly discuss problems or issues? How are they followed up?

9 How does the organization support innovation?

10 How does the company track real-time involvement of its people in projects?

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