tuting the HR practices, employee attitudes and behaviours, and customer satisfaction .. A strategic approach to managing employment relations which empha-. Increased competition, changing customer needs, influence of technology and . Employee Relationship Management and its practices. But internal relationship management also looks at how they impact the external consumer market. Employees represent “P” in the marketing model.
Kill-the-messenger behavior at any management level is improper, as is any active or passive encouragement of dishonest reporting. Employees should feel free to raise ethical or other issues without fear of retaliation.
Employees are entitled to count on the commitments of the employer especially about central matters such as pay, raises, and promotions. Employees have obligations as well.
Loyalty goes both ways.
The Best Practices for Manager-Employee Relations
Employees have moral duties to the organization, co-workers, and customers. When an employee, without any notice to an employer secretly looks for a new job, often covering up interviewing time with deceptions or lies, is the conduct any less untrustworthy? When an employer decides to let an employee go, it is generally thought that the employer should give the employee ample notice or severance pay. Because of the disparity in power, many employees adopt a double standard that gives them more leeway than they afford the employer.
Employees, Customers, Surveys, and Business Success
There are two reasons. First, resurveying is the only way to know for sure if the strategies you implemented had the desired impact. Secondly, human behavior is not static: You must continue to keep your finger on the pulse of your employees and customers in order to stay abreast of the root causes of their attitudes and behaviors.
By doing so, you can adjust your strategies when necessary and continue to see increased profits. Recently, the National Business Research Institute NBRI conducted a scientific survey of the employees and the customers of a large financial advising company.
The item identified as the primary root cause was: The root causes were positive, meaning they were having a statistically significant, positive impact on the items they influenced. The first item identified as a root cause was: The second part of the survey, measuring customer attitudes and perceptions, revealed three root causes of overall customer satisfaction. In order of significance they included: Once again, three root causes were identified.
It is coincidence that many of the variables studied at this company had three root causes. The number of root causes varies by sample as does the specific drivers identified. Any interventions made by this company that improve customer perceptions of the root causes will directly and significantly increase customer overall satisfaction and willingness to recommend and therefore, will increase financial performance. The relationship is bi-directional meaning that decreases in perceptions of the root causes will directly decrease financial performance.
Leonard Berry has written a book called Discovering the Soul of Service: I both agree and disagree with his approach. I agree that in order to have a successful business you must place a high emphasis on the people involved; both the employees and the customers. Best practices for employee relations include making human resources more accessible to employees.
Employee relations managers improve access to human resources through modifying HR department hours to accommodate employee schedules and talking to employees during regular walkthroughs of the worksite to put a face on human resources. Perception Putting a face on human resources changes the perception of HR, which some employees describe as the equivalent of going to the school principal's office.
Best practices implement and support activities that improve the perception of human resources from an administrative-based department to one that acts in the best interest of the organization, its workforce and individual employees. Treating employees as internal customers is a big step in moving toward positive interaction with employees.
Communication Maintaining an open line of communication with upper management is an essential step in improving the employer-employee relationship.