CREATE PARTNERSHIP WITH EMPLOYEES ENGAGED PARTNERS CREATE UNPARALLELED BUSINESS STRENGTH

Employees first, customers second” was probably one of the early concepts that were aimed at empowering the workforce.It emphasises on the fact that customers can be delighted only if employees are delighted and hence, committed to your cause. One cannot take away the fact that the success or failure of any business, to a large extent, depends on its employees. With this renewed emphasis on a company’s workforce, a relatively new concept in India, employee as partners has slowly started to seep into the business culture of companies. However, the concept is still nascent in India. While some companies have talked about it, very few have actually followed through. The tendency of companies is to view their employees as order-takers rather than partners. There are times when employee contributions fall into the trap of the expected and routine and their potential as a valuable business partner is not explored to the extent it is possible. Undoubtedly, if the companies can view their employees as business partners, it will surely enable them to become more competitive and innovative in today’s market. The reason for this is simple: treating employees as partners leads to an understanding among the workforce that they have a shared purpose and a common goal that everybody is working towards. All employees irrespective of the role they play have valuable inputs for the business. “The way your employees feel is the way your customers will feel. And if your employees don’t feel valued, neither will your customers.” – Sybil F. Stershic It makes a lot of sense, from both an economic standpoint and market reputation perspective, to make employees business partners. This translates to using their knowledge, skills and experience to enhance the product quality, customer service and innovations in the company. Making employees business partners is about empowering them to take decisions on a daily basis – decisions that will enhance their work output and quality and enhance the overall performance of their team and the company.

This concept reflects the company’s commitment to being a good employer that believes in collaboration rather than control. It would involve a deep commitment and loyalty of employees towards towards the organization, its success, reputation and its customer base. It is a management truism, that customer service and a company’s success is not the job of a few but of each person that works in the company and what better way to get everyone ‘on board’ than making employees business partners. Making employees business partners translates to them going the extra mile, doing much more than the basic requirements of their job and demonstrating their indefatigable loyalty towards serving their customers. Employment security displays the company’s commitment to the welfare and growth of their staff, such companies also invest hugely in employee training and coaching programs aimed at self and professional development. The clear career paths also contribute towards making employees business partners. The ultimate aim is to achieve and over achieve all the goals set out by each person and the company. Binding employees with rules and ‘red tape’ will only make them lazy, dull and unproductive.

In the endeavour of making employees business partners, companies must remember to share information about the company with employees. Many companies send out mailers or hold all-employee meets to make specific company announcements. This ensures that employees hear all that they need to from the right people and refrain from making assumptions. Dissemination of company news from the highest rungs displays the company’s trust in its employees, who then return this trust by working hard and doing more than what the company expects of them. ‘The best executive is the one who has sense enough to pick good men to do what he wants done, and self-restraint enough to keep from meddling with them while they do it.’ – Theodore Roosevelt. This quote is so apt for companies who believe in making employees business partners – if you do not believe in your employees, it means that you have made the wrong choice while hiring. Research has conclusively proved that decentralization of decision-making leads to empowered employees with a leadership and customer service mind-set, which translates to higher customer satisfaction levels and therefore more business and profits. Such companies will outrun their competitors and even put them out of business and reach new pinnacles of success. Making employees business partners is highly intelligent and strategic move that will bear rich rewards for any company.

THE VIEWS EXPRESSED BY THE AUTHOR ARE PERSONAL

BHAVESH UPADHYAY  The writer is a Businessman and HR Expert