Intro.

to Employees Engagement

Employees Engagement (EE) is personified

by the passion and energy employees have
to give of their best to the organization to
serve the customer.
Engagement is characterized by employees
being committed to the organization,
believing in what it stands for and being
prepared to go above and beyond what is
expected of them to deliver outstaing
services to the customer
 Features of EE

EE can be summed up about the employee:

 Thinks about the organization
 Feels about the organization
 Is proactive in relation to achieving
organizational goals for customers, colleagues
and shareholders
 It is degree to which an employee is performing
his/her role pro-actively and positively
 Three aspects of EE
Feeling

Thinking
 The Power of Customer
(The What and High of Customer Service)
GOOD Indifference Apositles

W
H Product/
A service Cynics 2nd Chance
T

BAD Personal Interaction with People GOOD

HOW
 Customer experiences

 TOTAL CUSTOMER EXPERIENCE

CONSISTS OF THESE THEE SEGMENTS;
 Pre-purcahse experience
 Purchase experience itself
 Post-purchase experience
 The power of the Employee

 Community approach
 Trade Union approach
 Outsources or Off shored
 Job security
 Loyality
 There is need for happy motivated and involved
employees
 Deeper concept of EE

 Engagement at work is primarily harnessing of

organizational members
 It is physical, cognitive and emotional
expression of a person
 Csikszentmihalyi defines 'FLOW' as the holistic
sensation which people feel when they act with
total involvement. In flow self and environment
mingle with each other. It is total dedication
Flow concept in practice
 Aspects of EE

 Employees involve themselves with total and

holistic personality devoted to their work
 More healthy conditions to promote EE
 Interaction between employees at all levels
 Categories of EE

 Engaged are the builder; like superkeepers

and deliver consistently high level of
performance
 Not Engaged concentrate on task rather than
doing it proactively. Their potential is
undertapped and motivating them is required
 Actively Disengaged are like cave-dwellers;
they are full of negativity and in many aspects
they are destructive for the organization
 Factors leading to EE

 Career Development - Opportunities for

persoanl development
 Career Development – Effective management
of Talent
 Leadership – Clarity of company values
 Leadership – Respectful Treatment of
employees
 Leadership – Company's standard of ethical
behaviour
 Factors leading to EE
(Contd...)
 Empowerment
 Image and identity with the company
OTHER FACTORS
 Equal opportunities and fair treatment
 Performance appraisal
 Pay and benefits
 Health and Safety
 Job Satisfaction
Cont.......................
 Factors leading to EE
(Contd.....)
 Communication
 Family Friendliness
 Cooperation
 How to measure EE

GALLUP is a leader in this area

 Step I - is listen your employees; Get feedback
at each stage, involve them proactively
 Step II - Measure current level of EE
 Use of tools constructed by Gallup, Hewitt, &
Watson etc have created tests to see this
aspect of EE
 One famous questionnaire is developed by
Gallup is commonly used (12 items)
 Gallup Questionnaire

 Do you know what is expected from your work?

 Do you have the material and equipments, you
need at work?
 At work, do you have the opportunity to do the
best everyday?
 In the last seven days, have you received
recognition or praise for your good work
 Does someone at your work cares for you
 Is there someone at work who encourages your
development?
 Cont...

 At, do your opinion counts?

 Does the mission/purpose of comapny feels
you proud?
 Does your supervisor cares about your work?
 Are you fellow employees committed to work?
 Do you have best friend at work?
 In the last six months has someone talked with
you about your work?