BUSINESS INSIGHTS benefits and disciplinary and grievance procedures ) that shape their daily work . make it better and would allow them to do their jobs more effectively .
It follows , therefore , that organisations need to treat their employees with the same care and thoughtfulness as they do their customers . This means designing their HR processes as meticulously as they design their customer-facing products , constantly seeking feedback and refining their offer .
This approach reflects the Employee Experience Equation ( otherwise known as ‘ Liddle ’ s Law ’) that I designed to support organisations which want to develop fair , just , values-driven and people-centered cultures .
Drawing on best practice design thinking , these organisations are also focusing on the User ( in this case , employee ) Experience . It ’ s akin to the way a business would typically seek feedback from its customers , through their website , call centre , distribution centre or via TrustPilot reviews . Replicating this approach internally means actively seeking and encouraging employee voice and giving people more agency in the development of the company ’ s HR systems .
Deploying power with employees , rather than power over employees , not only ensures HR processes are fit for purpose ,
David Liddle , CEO and Chief Consultant , The TCM Group
Engaging employees in this way provides a groundswell of innovation and creativity – and as we know , if people have been involved in the creation of any initiative or process , they are much more likely to become enthusiastic adopters .
The introduction of a Resolution Framework ( an alternative approach to resolving workplace conflicts , complaints and concerns ) at insurance company , Aviva , is a prime example of how this approach helps to bring EX and CX closer together .
As the above diagram shows , the equation posits that an organisation ’ s initiatives to improve wellbeing , engagement and inclusion are influenced by the effectiveness of its people policies , management processes and organisational procedures . This foundation is then multiplied by the efforts of supervisors , managers and leaders to cultivate happy , healthy , harmonious and high performing workplaces . The resulting outcome provides a measure of Employee Experience ( EX ). but also provides valuable data about how these processes could continue to evolve and improve . It gives employers a valuable opportunity to address key questions , like where are processes not working , where are the sticking points and what are the challenges ?
“ The introduction of TCM ’ s Resolution Framework changed the whole concept and dynamic of managing conflicts and complaints within the workplace ,” said Anthony Fitzpatrick , Head of Colleague Experience and Employment Policy . “ Culturally , the change in language and emphasis have been so important . We
Applying product development principles
Many of the companies I work with are starting to apply product development principles – such as Kaizen and Agile – to the design of their HR processes . In practical terms , this means developing workplace systems , processes and behavioural frameworks in dialogue with the employees who are consuming them – asking questions about their daily experience of working life , what would
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