Creating recognition
For any organization to exist, there must be people who are willing to perform activities for that organization-in other words, there must be employees. For a company to gain the loyalty of its employees, the employees must become a part of the organization. For a company to achieve high levels of performance, the employees must not only become a part of but also believe that they belong to the organization. The way to recognize employees and make them believe that they belong is to pay attention to them.
There is no single right way to pay attention to employees. There are, however, two important types of attention that provide profound results when put into action. One type of attention relates to the person; the other type relates to the person's activities.
At the most basic level, there must be a concern for employees-that is, a belief that all individuals are worthwhile and important. This kind of attention leads not only to an increase in employees' self-esteem but also eventually to an increase in productivity in the organization. Employees with high selfesteem do the little, extra things that ultimately add up to a big difference.
While it is important to make employees feel good, it doesn't necessarily pay the bills in the short run. Attention must also be paid to what employees do. The work itself must be seen as valuable rather than as just another activity. If a manager is concerned about employees' work, the employees will care about their work. If a manager is not concerned about employees' work, the employees will not care either
A quality organization differs from most other organizations because one of its primary activities involves instilling a sense of belonging in all employees. The quality organization creates a sense of belonging by recognizing that employees are important to its success. Paying attention makes people feel worthwhile and want to contribute. "Want" is perhaps the single most important factor in why most quality organizations are also high-performance organizations.
Developing fit
Productivity can only be increased when the employees and the organization fit together. But the fit can't be accomplished by simply changing employees; rather, both the employees and the company must change in a way that capitalizes on each person's unique capabilities.
To make a person fit, he or she must understand what the organization is about, how it operates, and what is important to its success. The corporate culture helps develop this understanding. Corporate culture makes the operating environment comfortable for employees. .
Quality organizations recognize, however, that the corporate culture isn't enough. Although the corporate culture providesa foundation and a sense of stability, there must also be a vision. A vision sees beyond what is being done to what can and should be done. It provides a purpose. It might even add excitement to what might otherwise be considered a mundane job.
Until the company can visualize what it wants to achieve, every action has the same meaning. Employees assume their roles as actors and actresses in the corporate play to get their paychecks so that they can do what they really want to do. Providing vision can be one of the manager's toughest jobs
because it requires translating top malagement's terms into a language that employees can understand so that they can render it into useful action.
realities of high performance and quality
two underlying realities are associated with using the model described here to develop a quality organization. The first reality is that of achievement; the second is that of achieving. One is concerned with getting there, and the other is concerned with staying there. Both realities must be understood if a company is to become and remain successful.
The reality of achievement is the reality of the self-fulfilling prophecy. If managers think that employees can't or won't do what they're supposed to do, the employees won't. If managers think that employees can do what they are supposed to and if they support employees' actions, the employees will do what they are supposed to do. It is that simple.
The reality of achieving is the reality of being relentless. As the business environment and competition change or as the organization and its people change, so must the company. In a sense, a company never really achieves the goal of high quality and performance but rather continually strives to achieve the goal in its newest fonn. In other words, once an organization accomplishes what it set out to do, it is not finished. Quality is a continuing process.
While an organization and its employees need not (and perhaps should not) be obsessive, they must exhibit relentless persistence to maintain the qualities that created the company's success in the first place. Once high levels of quality and performance are achieved, it is easy to lose focus and rationalize not doing some of the activities that enabled the organization to get where it is. The secret of the quality organization is that it creates not only high-perfonnance processes or systems but also values that underlie those processes and systems.
Creating recognition
For any organization to exist, there must be people who are willing to perform activities for that organization-in other words, there must be employees. For a company to gain the loyalty of its employees, the employees must become a part of the organization. For a company to achieve high levels of performance, the employees must not only become a part of but also believe that they belong to the organization. The way to recognize employees and make them believe that they belong is to pay attention to them.
There is no single right way to pay attention to employees. There are, however, two important types of attention that provide profound results when put into action. One type of attention relates to the person; the other type relates to the person's activities.
At the most basic level, there must be a concern for employees-that is, a belief that all individuals are worthwhile and important. This kind of attention leads not only to an increase in employees' self-esteem but also eventually to an increase in productivity in the organization. Employees with high selfesteem do the little, extra things that ultimately add up to a big difference.
While it is important to make employees feel good, it doesn't necessarily pay the bills in the short run. Attention must also be paid to what employees do. The work itself must be seen as valuable rather than as just another activity. If a manager is concerned about employees' work, the employees will care about their work. If a manager is not concerned about employees' work, the employees will not care either
A quality organization differs from most other organizations because one of its primary activities involves instilling a sense of belonging in all employees. The quality organization creates a sense of belonging by recognizing that employees are important to its success. Paying attention makes people feel worthwhile and want to contribute. "Want" is perhaps the single most important factor in why most quality organizations are also high-performance organizations.
Developing fit
Productivity can only be increased when the employees and the organization fit together. But the fit can't be accomplished by simply changing employees; rather, both the employees and the company must change in a way that capitalizes on each person's unique capabilities.
To make a person fit, he or she must understand what the organization is about, how it operates, and what is important to its success. The corporate culture helps develop this understanding. Corporate culture makes the operating environment comfortable for employees. .
Quality organizations recognize, however, that the corporate culture isn't enough. Although the corporate culture providesa foundation and a sense of stability, there must also be a vision. A vision sees beyond what is being done to what can and should be done. It provides a purpose. It might even add excitement to what might otherwise be considered a mundane job.
Until the company can visualize what it wants to achieve, every action has the same meaning. Employees assume their roles as actors and actresses in the corporate play to get their paychecks so that they can do what they really want to do. Providing vision can be one of the manager's toughest jobs
because it requires translating top malagement's terms into a language that employees can understand so that they can render it into useful action.
realities of high performance and quality
two underlying realities are associated with using the model described here to develop a quality organization. The first reality is that of achievement; the second is that of achieving. One is concerned with getting there, and the other is concerned with staying there. Both realities must be understood if a company is to become and remain successful.
The reality of achievement is the reality of the self-fulfilling prophecy. If managers think that employees can't or won't do what they're supposed to do, the employees won't. If managers think that employees can do what they are supposed to and if they support employees' actions, the employees will do what they are supposed to do. It is that simple.
The reality of achieving is the reality of being relentless. As the business environment and competition change or as the organization and its people change, so must the company. In a sense, a company never really achieves the goal of high quality and performance but rather continually strives to achieve the goal in its newest fonn. In other words, once an organization accomplishes what it set out to do, it is not finished. Quality is a continuing process.
While an organization and its employees need not (and perhaps should not) be obsessive, they must exhibit relentless persistence to maintain the qualities that created the company's success in the first place. Once high levels of quality and performance are achieved, it is easy to lose focus and rationalize not doing some of the activities that enabled the organization to get where it is. The secret of the quality organization is that it creates not only high-perfonnance processes or systems but also values that underlie those processes and systems.
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