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How Employee Engagement Drives Quality
Trase Miller Quarterly Quality ForumFebruary 2012
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Agenda
Fine Dining Surprise – Special Thanks to Lynette
Robert’s Ice Breaker – Buckle Up (10 minutes)
Employee Engagement – Stacey & Scott (10 minutes)
Best Practices – Pam & Scott (20 minutes)Plus a brief commercial on TMEC
Next Steps and Doing Your Part – Frank (10 minutes)
Business Review (20-30 minutes)Frank / Sarah / Debbie / Scott
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Employee Engagement Defined
An "engaged employee" is one who is fully involved in and enthusiastic about their workWill act in ways that furthers TM’s interests
A measurable degree of an employee's positive or negative emotional attachment to their job, colleagues and company Profoundly influences their willingness to learn &
performEngagement is distinctively different from
employee satisfaction, motivation and company culture
Engaged employees care about the future of our company and are willing to invest discretionary effort
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Easier Said Than Done
Employee engagement scores account for as much as half of the variance in customer satisfaction scores
At large ONLY 31% of employees are actively engaged in their jobsThey work with passion & feel a profound
connection Trase Miller All Rights Reserved
Engagement Drivers
Employee perceptions of job importance
Employee clarity of job expectations
Career advancement/improvement opportunities
Regular feedback and dialogue with superiors
Quality of working relationships (360°)
Perceptions of Trase Miller’s values
Effective internal employee communications
Rewards for engagement
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Employee Satisfaction – Word Cloud
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• A word cloud is a weighted list presented in a visual design. These are the most frequently used words extracted from survey comments by our people
• It tells a very good and very
positive story that we can all be proud of
• These are real sentiments and are not typical of most companies
Chick Fil-A Gets Engagement
97% retention rate (corporate and franchise)
“Best drive-through in America" by QSR the quick-service restaurant trade journal 3 years running
43 consecutive years of positive sales growth
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The Chick Fil-A Success Formula
Customer-centered leadership
Managers treat their employees how they want those employees, in turn, to treat customers. "If we have to keep telling people what to do, it
means we're not modeling the behavior ourselves and if we're living it every day, we don't need to talk about it”
Careful screening of employees and training that revolves entirely around the customer
Golden Rule Sensibilities - Customers are people Every Life has a Story
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Customers Are People
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http://www.youtube.com/watch?v=2v0RhvZ3lvY
A Few Words on TMEC
Founded in 1996 – Same Mission TodayFunEvents and Recognition Community Service
Volunteers Coordinator = Pam now in 2nd year Current volunteers = 8/9
Your ideas to refresh
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Next Steps and Doing My Part
Focus on shaping perceptions of job importance
Connecting the dots to the employee sat survey
More effective internal employee communications
TMEC enhancements
3/3/3 Plan Worksheet
Volunteers for next Quarterly Quality Forum (May)
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The End
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Marketing Update – Modified Message
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• Painting with broader brush• LOYALTY
• Introduction of Tagline • We’re here to help you
• Authenticity • Enhancements from move• Align messages to mission
• Quality • More Reach
• Pinterest• YouTube