In this way, Virgin Media’s approach to engaging with its
employees is more in line with the human relations theorists who
had opposing views to that of Taylor. One theorist whose studies
became influential is Elton Mayo who carried out research at the
Hawthorne plant of the Western Electric company in Chicago in
the 1930s. The research was intended to find the optimum level of
lighting needed at the plant to maximise productivity. However,
Mayo found that productivity increased amongst the workers
whether the lighting was increased or decreased. He realised that
it was the attention the workers were receiving during the research
that was affecting their performance. Mayo’s research concluded
that motivating factors include recognition, a sense of belonging
and involvement, as well as social aspects of the workplace.
Virgin Media use a variety of strategies to recognise the achievements
of its employees. One method used is its NPS Hero Championship
scheme where employees receive a personalised letter congratulating
them on a perfect 10 score. Virgin Media’s successful online peer to
peer recognition scheme, SHOUT, provides a simple way by which
individuals right across the business can be thanked for living the
Virgin Media values in their work. The employee forum VOICE is
another way the company engages with its employees.