http://online.wsj.com/article/SB10000872396390443819404577635740959514600.html?mod=WSJ_mgmt_below_LeftTopNews#articleTabs%3Darticle
Burris makes three main points:
1. Employees should think more about whom to target with their ideas
2. Managers shouldn’t perceive employees ideas as threats
3. Organizations should develop systems to leverage employee feedback
After reading the article I’m struck by how well the Employee Engagement panel we have addresses many of these concerns.
Employees should think more about whom to target with their ideas- Burris states that front line agents often talk among themselves. They have doubts if the idea will be acted on. And so finally the idea just slips thru the crack, DOA.
With our Employee Engagement panel the target audience is provided. VP’s attend the call and listen. Ideas are refined thru a trained project manager. The Panel itself has a sense that the company can be changed. So instead of killing ideas, the panel acts to sift out the crummy ones, and nurture the ones that might have value.
Managers shouldn’t perceive employee ideas as threats- Burris points out that it is difficult to learn to take constructive criticism. There are some people who never learn the skills. Instead of separating the wheat from the chaff, these bosses toss out the baby with the bathwater. Out go the ideas.
The Employee Engagement panel takes frontline agents, managers, and leads from all around the country. In this setting, the hierarchy has been switched. A Front Line agent might be a Team Lead, and a manager might instead be a panel member. By placing everyone on equal footing, and even changing the normal hierarchy the Employee Engagement panel looks to avoid situations where a manager can shoot down an idea that feels like a threat.
Organizations should develop system to leverage employee feedback- Burris discusses the idea of panels, portals and other ways that employees can put feedback into the system. Problems begin when it’s hard to know how ideas are evaluated, how to prioritize the responses that comes in, what division should be involved. If things aren’t handled quickly and efficiently employees lose faith in the system.
Our Panel has taken a unique approach to these problems. Each year we focus on 2-5 different issues that the annual survey noted. Employee feedback is focused on only the topics that are being addressed. It does mean that we are unable to give our full attention to excellent ideas that come in that are totally off topic. The ideas that are on topic though, have our full attention.
Overall, the panel is certainly a viable solution to make sure frontline employees have a voice. It doesn’t solve all the issues. It gives the employees the correct target audience, it ensures that management hears what is being said and doesn’t feel threaten, but it is a limited system for feedback to com