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A Proven Method for Achieving Workforce Excellence

By Cristiana , in Business , at September 28, 2023

Have you ever wondered what sets top-performing companies apart from the rest? Is it their products, marketing strategies, or perhaps their bottom lines? What if I told you that the real magic lies in something more fundamental: the workforce?

Yes, you heard me right. Employees aren’t just numbers on a payroll; they’re the beating heart of any organization. But how do you turn a motley crew of individuals into a cohesive, high-performing team? Is it even possible?

Today, I’ve got something special for you—a blueprint you can use to achieve workplace excellence.

It doesn’t matter if you’re a business owner, a team leader, or an aspiring professional; this method I’m about to share will transform your team from mere workers to an extraordinary workforce. Are you intrigued? You should be.

Keep reading because what follows could be the game-changer your company has been seeking.

The Imperative of Workforce Excellence

You’re probably thinking, “Why all this fuss about workforce excellence? Isn’t it just another buzzword that’ll fade away?”

But let me ask you something—would you enter a Formula One race with an average car? Exactly, you wouldn’t.

So why settle for an ‘average’ workforce when competing in a marketplace more akin to a Formula One race than a leisurely Sunday drive?

The Rising Complexity of the Business Environment

In the past, businesses could get away with mediocrity. However, second best won’t cut it in today’s fiercely competitive and globalized world.

Market dynamics are shifting at a breakneck pace. Technological disruptions, evolving consumer expectations, the ongoing impact of global events like the COVID-19 pandemic, and political shifts have made the business landscape more volatile than ever.

Organizations must be agile, adaptive, and excellent in every facet, starting with their workforce.

The Cost of Mediocrity

You might overlook the price of an average-performing team immediately, but rest assured, the bill will come due.

Inefficiencies increase, mistakes multiply, and you need more productivity, high employee turnover, and a tarnished brand reputation before you know it.

And let’s not forget the financial costs—according to Gallup, disengaged workers cost the United States anywhere between $450 billion to $550 billion annually. That’s a lot if you ask me.

The Value of Excellence

On the flip side, a high-performing workforce is like a well-oiled machine. Efficiency skyrockets, morale is high, and the ripple effects power the whole organization, from customer satisfaction to the bottom line.

According to a study by the Boston Consulting Group, companies that excel in workforce management have revenue growth and profit margins 1.8 to 3.5 times higher than those that don’t. Those are numbers you can’t afford to ignore.

A Competitive Edge That’s Hard to Replicate

Let’s face it: In today’s digital age, your competitors can easily replicate your products, services, or even your entire business model.

But what they can’t copy is your workforce. A dedicated, skilled, and motivated team offers a unique competitive advantage—a secret weapon that sets you apart in the marketplace.

The Human Element

Businesses are about people—those who work for you and those you serve.

A focus on workforce excellence humanizes your business. It signals to your employees that they are valued, and their contributions matter.

This acknowledgment, in turn, motivates them to go the extra mile, not because they have to, but because they want to.

So, is striving for workforce excellence worth it? Definitely! In the following sections, I’ll highlight and discuss a tested and proven method to help you achieve this game-changing state.

Diversity, Equity, and Inclusion—The Greenhouse Model

What is DEI, and Why Does It Matter?

Let’s get something straight—DEI isn’t about ticking boxes or fulfilling quotas. It’s about creating a workplace that mirrors our diverse world.

But why should you care? Research shows that diverse teams are more innovative, problem-solving, and likely to outperform their less-diverse counterparts.

Equity ensures everyone has a fair shot at success, and inclusion ensures everyone feels they belong. In short, DEI isn’t just a moral imperative; it’s a business one.

How Greenhouse Redefined DEI

Black employees at Greenhouse, a recruiting software company, were frequently compounded with many customer complaints and escalations. In case you’re unfamiliar with the term “escalation,” it means when a customer is unsatisfied and needs to speak with a manager.

Customer service jobs are generally demanding, draining, and often thankless. Now, imagine the compounded challenges faced by BIPOC (Black, Indigenous, and People of Color) employees who endure disproportionate amounts of customer complaints and managerial negligence.

Greenhouse noticed this: lower engagement levels among their BIPOC customer service staff and a startling 30-point gap in engagement between Black and white employees. Unfair, you might think, but that is how Greenhouse felt precisely.

Partnering with Paradigm

Recognizing the gravity of the situation, Greenhouse enlisted Paradigm, a DEI strategy firm, to overhaul their approach.

The core philosophy? DEI extends beyond internal affairs and should influence how customers interact with employees.

Joelle Emerson, CEO of Paradigm, emphasized that an organization must adopt this mindset across all operations to create an equitable and inclusive environment.

Community Groups & Role Playing

Greenhouse took an innovative route by organizing community groups among customer service managers. These were no ordinary meetings; they involved role-playing real-life customer conflicts.

Greenhouse created two groups: one inclusive of all identities and another exclusively for BIPOC employees.

The objective? To better equip managers with problem-solving skills while understanding the nuances of issues faced by BIPOC employees.

Addressing Escalations

Greenhouse didn’t stop there. They developed a five-step process to deal with customer service crises.

Managers were all trained to foster “psychological safety” within their teams, allowing employees to feel comfortable discussing issues.

This training included understanding the problem’s context, brainstorming solutions, creating an action plan, and executing it.

Moreover, the company also groomed these managers to be vigilant about their own biases, enabling them to address issues sensitively, taking into account the complex experiences of BIPOC employees.

A Blueprint for Success

So, did it work? The numbers speak volumes. Greenhouse reported a staggering 40% increase in Black employees’ engagement for 2022.

Confidence in leadership at the director level and above also skyrocketed by 78% among Black customer service managers. An overwhelming 93% of Black employees reported feeling included in the company. These numbers are huge!

What This Means for Your Organization

The takeaway is that DEI isn’t a one-size-fits-all concept or a mere box-ticking exercise. It demands a holistic strategy to address different employee groups’ unique challenges.

The Greenhouse model is an inspiring case study, emphasizing that true workforce excellence is only possible by fostering an environment where all employees, regardless of background, can thrive.

Another takeaway is that it’s essential to recognize your employee’s efforts, years of committed service, dedication, and contributions to fostering a diverse, equitable, and inclusive work environment.

You can show this recognition through a ‘Years of Service Award,’ offering incentives for milestones reached, promotions, or any reward strategy you feel best suits your organization.

The goal here is to draw inspiration from the Greenhouse model and create an enabling avenue to boost your employee’s confidence, create a sense of inclusion and equity in them, and ensure they stay loyal to your organization.

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