The World-Class Workers -3 of Series of 3

Finding, Cultivating and Rewarding the "World-Class" Worker
(A Three Part Series)

Creative Recognition and Rewards for Retaining the World-Class Worker

by Michelene Malosh

PART THREE IN A THREE-PART SERIES ON HIRING, CULTIVATING, AND REWARDING WORLD-CLASS WORKERS

So, your work organization has become a top-notch operation. You know the kind of company where your well-earned reputation is becoming renown, in industry circles and "about town." You’ve made it! When YOU and your company talk, people listen! Sales, quality, profits and expectations are up. Mediocrity, slow orders, apathy, inner-turmoil and bad attitudes are down. Your workforce is trained, skilled, productive and, basically, a happy bunch. For now…

You know what they say - "When you’re at the top, there’s only one way to go… right? The answer is … "down" ONLY IF…

A) You think and therefore operate on that premise (the ‘OLE "self-fulfilling prophecy")…

B) You ignore the basic laws of "Business Nature" - such as, "the constants of change and chaos" in today’s world,

C) You forget the basic laws of "Human Nature"- such as that, we all want to feel wanted and appreciated, and feel good about what we do (but managers tend to forget on a day-to-day basis the need for acknowledgment and to reinforce and reward the "little things",

D) You are so focused on the "big picture" that you forget that "the little things ARE the big things"

E) You maintain a Status Quo mentality - and - make no deliberate efforts to renew your business and management practices, OR

F) All of the above.

The answer, of course, to the above pop quiz is "F" - all of the above! When you make the commitment to excellence and world-class operations, you must run your business and manage your people on a SYSTEMATIC and CONTINOUS journey of self-examination and improvement!

In part one of the three-part series FINDING, CULTIVATING AND REWARDING THE WORLD-CLASS WORKER, we looked at ways to approach the interview process in order to increase your chances of hiring workers "with the right stuff." In part two, we examined HOW to manage your workforce effectively and bring-out-the-best performance on a consistent basis. In this, the third and last article, we will explore how to sustain your high quality productivity by creating an enjoyable and rewarding work environment. A place people want to be and want to stay.

The workforce goal for ALL world class organizations is simple: TO KEEP ’EM and KEEP ’EM HAPPY!

Most manpower studies show that the biggest human resource-related expense and problem for most companies is employee turnover. When companies invest in training and developing their employees, the loss of the fully productive employees, ESPECIALLY the high performance, world-class worker, it becomes both expensive and demoralizing.

What kind of work place keeps good people motivated and not looking to leave? Employees usually will want to stay at a place where people… "feel good about coming in to work… feel challenged and appreciated…can see their contributions to the "big picture"… understand their roles and expectations with supervisors and coworkers… receive support and encouragement daily… are encouraged and rewarded for taking initiative and problem solving…feel comfortable asking questions, giving and receiving feedback" and where they are financially rewarded for high performance and achievement.

The answer to decreasing turnover is in making deliberate efforts to establish a work environment that ENCOURAGES and REWARDS excellence. And, a place that is perceived as a positive place to be… a place people enjoy getting up and going in to.

Our research in world-class operations shows that organizations with consistently high levels of profit and excellence continuously recreate a variety of incentives, opportunities and programs for employees at all levels. These incentives acknowledge, recognize, reinforce and reward desirable efforts, behaviors, ideas, achievements, and contributions (toward and related to their jobs and the company goals, values and mission). The two key underlying components of most world-class companies are… 1) having organizational values that are integrated throughout the company that promotes integrity, open communication, respect, empowerment and regard of all workers, and 2) Having a variety, as well as creative ways to recognize and rewarded employee efforts and excellence.

In Central Pennsylvania, there are many world-class companies who have developed innovative ways to KEEP their employees happy and, to thereby keep them. Here are some ideas and initiatives by several leading organizations…

Let you hair down, promote camaraderie, and have more fun. Keeping employees motivated is a key concern for most managers. At innovative Southwest Airlines, chili cook-offs, lavish Halloween productions, and Christmas parties in July are all tools for motivating people and making them feel good about where they work. Participation in these social activities encourages employees to look outside their immediate responsibilities, see and feel part of the bigger picture and look for different ways to do the job better. The reason? In study after study, it has been shown that when people have fun on the job, their productivity and performance improves.

When you walk into the Mindsping offices in New Cumberland, you see a bike rack in the lobby and a very casual, comfortable work environment with no dress code or restrictions in workspace environment. This three year old fast growing Atlanta-based national provider of Internet services is driven by a written set of core values and beliefs, that include "comfort and casual" and "being yourself!" "Open communication" and "Treat the customer right" are also key principles. These guiding principles are integrated in all company activities, including being read before all weekly meetings.

Mindspring has offices in Atlanta and New Cumberland but has customers across the United States. In order to promote better relationships and customer service with the company’s staff and customers, Mindspring has started a Road Trip program. Staff from both offices converge for a weekend of meetings and training sessions with customers, which include an informal "getting-to-know-you" social event and discussions with various Mindspring staff, including one of the top administrators.

Recognize individual and team efforts in multiple ways. Celebrate success! At PNC Bank, one of the 13th largest full service banking and financial institutions in the country, all business operations are undergoing the transformation to the performance management approach. As a result, PNC’s management practices are leading to an increased emphasis on encouraging, acknowledging and recognizing efforts in employee and customer satisfaction, collaborative efforts and excellence.

Tom LaBonte, Senior Vice President at the PNC corporate offices in Pittsburgh, indicates that a critical component of success in management at PNC is to "celebrate success!" Tom suggests that this recognition should come from various sources and be directed at various levels (one-on-one boss to employee, with the work segment, AND within the company). Examples of celebrations at PNC include voice mails from the executive vice presidents, a celebration/recognition corner in the company newsletter, a segment in the corporate "What’s Happening" video to demonstrate accomplishments. In June, the entire training department of 160 employees is conducting a best-practices one-day fair to, not only showcase and learn from each other, but to "celebrate and have fun"!

Link performance directly with compensation. Most world-class workplaces acknowledge and reward their employees for their specific contributions toward excellence. Not only does this practice reinforce and reward high levels of performance directly and monetarily, but it builds-in incentive for exceptional work.

At Mindsping, all supervisors meet regularly with their employees to mutually identify their strategic priorities as well as provide feedback, direction and reinforcement. There is a bonus system built into the achievement of goals. The underlying philosophy is that ALL employees contribute to the bottom line, just in different ways.

York Graphic Services, a 400-employee graphic arts and communications company based in York, has developed, over time, various financial incentives, including performance-related factors in their performance, evaluation and compensation system. Sharon Mitzell, Vice President of Human Resources, describes that the company has instilled a variety of rewards and recognition programs to reward and to encourage excellence, as well as to foster a positive work atmosphere. Through the employee stock option program, workers become actual "co-owners" of the company and are further motivated to understand their business and that instills pride.

Create flexibility, involvement and empowerment with your perks, benefits and in your environment.

Working Woman magazine perennially lists Lancaster Laboratories as one of the "BEST 100 Companies for Working Mothers." Lancaster Laboratory is an analytical testing laboratory providing services to clients in the food, pharmaceutical and environmental fields. What makes a company an employee-friendly place to work? The biggest common factor is flexibility in work policies and in benefits’ options. Carol Hess, Vice President of Human Resources Administration, states that establishing a cafeteria-style benefit program and cultivating flexibility in working hours and leave has given them a competitive edge in both hiring and retaining experienced, quality technical and professional staff. In the last three years their turnover rate was 7 to 8 percent, compared to a 21 percent industry rate! Additionally, Lancaster Labs also have a profit-sharing program and a comprehensive recognition and rewards system..

The key to building and sustaining a world-class organization is in your desire and commitment to become "the best" at what you do. There is no one recipe for getting there, but some of the important ingredients, include: valuing people, both your employees (or "partners", as sometimes called) and customers; being systematic, deliberate and proactive in building a positive organizational culture; and in riding the waves of change - not only learning and changing as you go , but looking ahead and creating your future!