Dr. Bruce Katcher
Discovery Surveys, Inc.
Celebrating 12 years

Dr. Katcher is an Industrial/Organizational Psychologist and President of The Discovery Consulting Group, Inc. He has more than two decades of experience conducting employee opinion and customer satisfaction surveys.

 


HOW DO YOUR EMPLOYEES AND CUSTOMERS REALLY FEEL?
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Improving the Workplace
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Hello!

The best way to improve organization performance is by increasing employee engagement. Current research says, "not so fast." Other factors are equally important. Read on to learn more.

Feel free to forward this to others.

All the best,

Bruce Katcher

Bruce L. Katcher, Ph.D.
President, Discovery Surveys

The permanent link for this newsletter is here.

In This Issue

 

 

BEYOND EMPLOYEE ENGAGEMENT: THE REST OF THE STORY

One third of employees do not believe the quality of the products and services
their organization provides is excellent.

By Bruce L. Katcher, Ph.D. President of Discovery Surveys, Inc.

Many employees, even if they are fortunate to have a job, dread going to work each day. Employers have cut back on the size of their workforce and are making excessive demands that are leading many employees to feel stressed. They find it difficult to focus on their most important work activities due to endless meetings and constant interruptions by coworkers, text messages, and email. They also feel unappreciated and insecure in their jobs. Many also do not feel the work of their organization is important or meaningful.

According to a 2013 report by Gallup, only 30 percent of American employees feel engaged at work. The most common definitions of employee engagement are enthusiasm, commitment, pride, alignment with the goals of the organization, and eagerness to exert discretionary effort.

Organizations have been trying for the past decade to increase employee engagement because a growing body of research shows that engaging employees improves organizational performance.

Indeed, most employee surveys are now typically called Engagement Surveys to help organizations identify how to improve organizational performance by increasing employee engagement.

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THE REST OF THE STORY

But increasing organizational performance is more complicated than that.

My organization, Discovery Surveys, has been conducting employee surveys for many years and has consistently found that there is much more to boosting organizational performance than improving employee engagement alone.

A recently published 2014 meta analysis white paper by IBM Corporation's Software Group agrees with this analysis and sites a convincing wealth of scientific research. (Download the report. )

In a nutshell, IBM's comprehensive review of the literature concludes that "Performance Excellence" is equally as important as "Employee Engagement."

Performance Excellence is "the extent to which an organization is strongly committed to high levels of customer service and product quality and relies upon continuous improvement practices to achieve superior organizational levels."

Our own research shows that not only do one third of employees question their organization's ability to provide excellent products and services, it also shows that:

  • Only 50 percent of employees believe their organization encourages them to continually improve the quality of their work; and

  • Only 40 percent say they receive enough information about customer satisfaction.

WHAT TO DO

Here are some practices that can be used to increase organizational performance by improving performance excellence. (At Discovery Surveys, assessing these issues is typically a standard part of our customized employee surveys.)

  • Correct customer problems quickly

  • Regularly use customer feedback to improve work processes

  • Maintain senior management's commitment to providing high quality products and services

  • Establish clear performance standards for products and services

  • Train and develop employees on customer needs

  • Involve employees in making decisions that affect their work

  • Create an environment that fosters strong employee teamwork and cooperation

CONCLUSION

Improving organizational performance requires improving both "Performance Excellence" and "Employee Engagement." Organizations need to focus on both.

WE CAN HELP YOU – improve the performance of your organization by developing a comprehensive employee survey that assesses both Employee Engagement and Performance Excellence.
Contact me to learn about our Employee Survey, Internal Customer Satisfaction Survey, and Cooperation Improvement Programs at 781-784-4367 or BKatcher@discoverysurveys.com.

 

I am very much interested in your views on this topic.

Please reply with your comments and suggestions to bruce@discoverysurveys.com.

 

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DISCOVERY NEWS

  • THE DISCOVERY STORE

    Be sure to visit our Discovery Store. You can purchase a signed copy of my book "30 Reasons Employees Hate Their Managers," and "An Insider's Guide to Building a Successful Consulting Practice."

PRESENTATIONS/SPEECHES

  • I will be the keynote speaker at the Rochester, New York Professional Consultants Fall Conference to be held on October 15, 2014.

NEED A DYNAMIC SPEAKER FOR AN UPCOMING BUSINESS CONFERENCE OR PROFESSIONAL MEETING?

If so, contact me at BKatcher@DiscoverySurveys.com. Click on the links below to learn about 6 of my most requested talks:

I also speak on the following topics:

  • How to Increase Employee Engagement

  • How to Increase Performance Excellence

  • Employee, Contractor, or Consultant: Which is Right for You?

ABOUT THE DISCOVERY CONSULTING GROUP, INC.
Discovery Consulting Group, Inc. provides research-generated insights to help our clients discover how to delight their employees and customers.

Contact Bruce L. Katcher, Ph.D., President
DISCOVERY SURVEYS, INC.
9 Blair Circle Sharon, MA 02067
Voice - 781-784-4367 Fax - 781-784-6450
E-mail - BKatcher@DiscoverySurveys.com Web - www.DiscoverySurveys.com

"Improving the Workplace," is an e-zine dedicated to providing practical advice and insights to both employers and employees. You will find interpretations of selected results from the Discovery Consulting Group, Inc. Normative Database, a compilation of results from employee opinion surveys we have conducted for 80 organizations representing the views of more than 60,000 employees.

 

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Copyright © 2014, THE DISCOVERY CONSULTING GROUP, INC. and Bruce L. Katcher, Ph.D. This publication may be freely redistributed in full or in part as long as full attribution and our contact information, including email address, telephone number, and web address, are included.

Discovery Consulting Group, Inc. | Nine Blair Circle | Sharon MA 02067 - (781) 784-4367

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