Enhanced service through engaged employees in India

“

In my years of observations and conversations around people performance, I find the employees who consistently deliver results, are high performers,have a high, commitment to their jobs and organisations, will go beyond the call of duty to help a colleague or a customer alike are very deeply engaged with what they do. They find their work really meaningful and that's what drives them. Till the time the organisation and its leadership continues to create meaningful work for them their individual performance continues to exceed expectations and often enough it only drops when a change in leadership stops engaging them meaningfully. For organisations to continue harnessing the human potential, it is critical that they understand this direct engagement-performance relationship.

”

“

Performance takes place in a context. The context of service orientation of an employee is determined to a large extent by the extent to which employee feels engaged on the job, the the nature and quality of leader facilitation. My experience informs me that some people will perform on the job irrespective of the work environment or the nature of supervision. But such people are very small in number in any organization, and their high performance not sustainable on long-term basis unless other contextual factors are conducive. In case of commercial organizations, largely governed by transactional relationship between employee & organization, service performance, or for that matter any performance is an outcome of the leader behavior and employee engagement. An organization that wishes to get the best service delivered to customers must bring in mature leaders that have the capability of engaging employees with their organizations and their job roles. Thus leaders create the right context for the employees to feel engaged and reflect their high engagement in superior levels of performance, including service to customers. Appropriate leader behavior has substantive impact on employee attitude and behavior, therefore organizations must invest towards preparing leaders at all levels in the organization for a sustainable organizational performance and organizational existence.

”