There’s no shortage of reading and research married with opinions on how important it is to make sure your workforce is engaged in their job. It makes perfect sense so no real need to argue about its importance. Of course you do a better job if you care for what you do.
What is more important of course is to understand what drives individuals commitment or engagement levels. We know that understanding how what you do on a daily basis matters to the company and your customers is a key factor. What if you could get instant feedback on how you’re doing. I mean instant like in sports when people applaud or buh every move.
I just got back from a business trip to China and at the new airport in Beijing when going through customs you get the opportunity to provide instant feedback to the passport officer on duty. Talk about taking this seriously empowering the customer to provide instant feedback and the company in this case the government of China to take instant action to resolve any immediate issues as well constantly learn how to improve and become better.
On a side note if you’ve been through Heathrow lately I’m sure you understand and sympathize with me when I say that we all would want a way to provide feedback and help them improve as well. Happy travels!
December 8th, 2009 at 4:24 am
It is obviously a high priority for any business or organisation to keep track on how well your employees are performing. It is also important for the employees themselves to know about their performance, however in the example that you give here i’m not sure that such a pressured environment for perfection would actually work. Could you imagine being constantly scrutinised by your customers as you serve them? I believe that such a system where feedback on service is instantly given, actually serves as a detriment to employee morale and confidence, and would ultimately hold a negative effect on performance.