Employee experience, an essential change of paradigm for companies
Increasing productivity, the main issue of employee experience
We are hearing more and more about customer experience and its importance for companies. This concept was born in the 1990s and is indeed interesting, particularly because in the near future, it will probably be the best way for companies to differentiate themselves from competitors. When we know that a satisfied customer talks about it to 5 persons while a dissatisfied customer does so to 10 persons, we can see the importance of the customer experience. The problem is that, in general, a company hears from 4% of its dissatisfied clients while 96% say nothing. So now we really must listen and anticipate!
However, the customer is not the only element to take into account to ensure the success of the business.
Although companies today have a tendency to focus more on their external management, they must not forget their internal management. A company is not just a name, logo, products/services and customers, it is also and especially a group of employees who are the ambassadors of its brand and who represent it, proudly or not.
That is why the pendant to the customer experience - that is to say, the Employee Journey - is equally important. Satisfied employees who are offered a certain degree of pleasure at work are employees who are happy to get up in the morning to come to work and are therefore more productive. Because that is the whole challenge of the employee experience: to achieve and to increase the productivity of your employees, not putting pressure on them with unattainable objectives which will lead them to the point of burn-out, but in creating the commitment on their part toward your business.
The employee experience, or how to create commitment
At Protime, we are convinced that acquiring the commitment from your employees is the key to a successful business. We therefore believe that, in order to achieve this, various elements must be taken into account.
A new vision of the employee
The first of them, and not the least, concerns the vision that companies have of their employees. They must understand that they must be taken in their entirety: they are not only assistants, managers, operational directors… but also dads and mums, husbands and wives… their life is not just the work that they do. They also have a family life with which the company must be able to deal. Helping your employees to make the link between the two, means making sure they know that you support them in all aspects of their life. Then you create with them a true relationship of trust, based on recognition of and respect for the other.
The importance of the "Why"
Other aspects of the work must also be redesigned to create commitment, both from the point of view of general processes and that of people's personal backgrounds. In the latter case, for example, we emphasize the importance of always explaining clearly to employees why they are doing what they do. It is not enough to teach them the best way to do their work. You have to explain to them the ins and outs of each of their actions. The employees who fully understand the "Why of the How" are more motivated and perform well the tasks which are assigned to them much more easily.
A new mission, not only for HR
From the point of view of the processes, the company pro employee-experience must ensure the convenience of its employees at each stage of their experience: collaboration with colleagues, evaluations, leave requests, the schedule, the work objectives … In concrete terms, this means that the employee experience touches everything, both the performance management and the administrative management, which largely exceeds the mission traditionally attributed to HR. The employee experience therefore induces the creation of a new mission for HR, linked to the objectives that each employee must achieve and to the culture of the firm, which must promote the commitment of everybody
But such a mission takes time, which the HR department does not necessarily have. That is why the company must enable itself to make time, in particular by automating certain administrative tasks. HR can thus play an important part in the strategy and on the work floor. Thinking employee experience means involving the employee and his manager so that they can fulfill some administrative tasks themselves which are normally assigned to HR: encoding and approving leave requests, managing the schedule, communicating his regular and irregular working hours …
Because we think this vision of the company is the key to the future, we have just, for example, integrated the monitoring of objectives into our self-service HR tool at Protime. The co-worker may then at any time consult his leave balance, consult his schedule or monitor his objectives and those of the company.
A successful enterprise is a company that cares about the well-being and working comfort of its employees, at all levels of his journey. Creating a relationship of trust, allowing everyone to understand why he is doing what he is doing, helping one another to achieve one's objectives… These are the elements of response that make it possible to understand why obtaining the commitment of one's employees is paramount. And if the benefits might seem to go in one direction only, please be aware that this is not the case: a company with satisfied employees gains loyalty from its staff and is much more competitive on the job market. It can therefore afford to seek out all the latest talents and help them to grow even further within a collaborative atmosphere.
Do you also wish to improve the Employee Experience?
Sources: Accenture, Mc Kinsey