Who Is Accountable for “The Customer Experience”? Maybe Not Who You Think
By Michelle Malay Carter on September 13, 2009
Customer Experience Surveys As an add on to my thoughts about scapegoat syndrome, I wanted to add a caution around data derived from customer experience surveys.? Are you measuring what you think you are measuring with these surveys? As Much about Systems as Customer Service When you ask a customer how their experience with your […]
Filed Under Accountability, Employee Engagement, Organization Design, Requisite Organization, Talent Management, Work Levels | 7 Comments
It’s Not About FINDING Talent. It’s about IDENTIFYING and TAPPING What You Already Have
By Michelle Malay Carter on September 3, 2009
I answered the following question posted on LinkedIn, and I’m posting my response for your enjoyment: What are the most important factors needed to be considered for effectively managing talent? Talent, Talent Everywhere PeopleFit research, with over 7,000 data points, finds that about 20% of employees are UNDERUTILIZED. So the problem does not lie with […]
Filed Under Employee Engagement, Organization Design, Requisite Organization, Talent Management, Work Levels | 3 Comments
How to Avoid Scapegoat Syndrome – Understand Work Levels
By Michelle Malay Carter on August 14, 2009
Scenario:? A safety violation occurs at work on the front line.? Who is accountable? ?Understanding work levels can answer this question. Bye Bye Employee Engagement Holding the wrong person accountable reduces trust and fairness, and these are two precursors to engagement. Work Level 1 Accountability – The Front Line Employee Work to procedures and training.? […]
Filed Under Accountability, Employee Engagement, Executive Leadership, Organization Design, Requisite Organization, Work Levels | 5 Comments
Employee Engagement Kiss of Death – Ignoring Performance Issues
By Michelle Malay Carter on July 24, 2009
Subodinating the Moment for the Greater Goal Since my kids don’t read my blog, I have to admit that there are times when I pretend not to see rule violations in my home, because I don’t have the energy to deal with them.? However, if it is obvious that I have witnessed an infraction, I […]
Filed Under Accountability, Corporate Values, Employee Engagement, Managerial Leadership, Requisite Organization, Talent Management | 11 Comments
If You Want Accountability, You Must Grant Authority
By Michelle Malay Carter on July 6, 2009
For What Are Employees Accountable? Employees are accountable for bringing their best to bear to their tasks and for giving their manager their best advice.?? Note:?They should not be accountable for their output, but rather their effectiveness in light of the circumstances.? Their output is part of the equation but cannot be the only point […]
Filed Under Accountability, Employee Engagement | 3 Comments
Rewarding OverPerformers with UnderPerformers’ Work – An Employee Engagement Buster
By Michelle Malay Carter on April 9, 2009
Ignoring NonPerformance You’ve seen it.? I’ve seen it.? I’ve lived it, and you probably have too.? Why is so pervasive?? Instead of addressing the issue of employees not performing in a role, managers simply give the nonperformers’ undone work to their outstanding performers. Why Not Take the Easy Way Out? Is it human nature?? Yes. […]
Filed Under Requisite Organization | 2 Comments
Economic Woes Will Spur More Underemployment Which Will Spur More Workplace Woes
By Michelle Malay Carter on February 9, 2009
Back in May, I blogged about the dangers of overhiring.? With all the clammering to hire the best and the brightest, some managers intentionally overhire for roles.? Sure, these managers have to do less up front training and sure they get more “bang for their buck” – temporarily.? But unless you are building a bench […]
Filed Under Employee Engagement, Managerial Leadership, Requisite Organization, Talent Management, Work Levels | 3 Comments
The Amazing Talent Management Solution Calculator – A Friday Funny
By Michelle Malay Carter on February 5, 2009
Finally,?we can do talent management strictly by the numbers.??Just imagine, solutions based upon an amazing,?recently discovered,?ancient Chinese algorithm. Sweet Success Organizations the world over are finding their way back to health, prosperity, and employee engagement after choosing the solution suggested via the algorithm. Instructions: -Choose your most pressing problem from the list below: Our engagement […]
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Faulty Organization Design or Worse Yet, Design by Default – A Friday Funny
By Michelle Malay Carter on January 30, 2009
I worked with an engineering firm this week doing job analysis and talent assessment work.? Whenever this firm hires degreed engineers, some straight from college, some with experience, they still put them through two years of internal training to learn their specific industry before they can work independently within the organization. A Field in Need […]
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To Engage or Not to Engage? – A Work Level 1 and 2 Distinction
By Michelle Malay Carter on January 7, 2009
Happy New Year! Let’s start off with a concrete example of work levels and how understanding them can?help you as a manager?with employee engagement.? As we begin to work with clients, it takes a while for managers to fully grasp the distinctions between work levels, like a radiologist learning to distinguish the shades of gray.? […]
Filed Under Accountability, Corporate Values, Managerial Leadership, Organization Design, Requisite Organization, Talent Management, Work Levels | Comments Off on To Engage or Not to Engage? – A Work Level 1 and 2 Distinction
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