Honesty and Trust Are Integral to Integrity
People who demonstrate integrity draw others to them because they are trustworthy and dependable. They are principled and can be counted on to behave in honorable ways even when no one is watching…
So, my last blog was about a sales person and integrity in sales, honesty and pushing the boundaries of honesty in dealing with customers. So what drives a sales person to act this way or gives them the authority to behave this way?
I think it stems from leadership. I have been in sales for over 20 years; I once said I would never sell software again. Back in the early 90s, I worked for a software company that sold a product into the IBM world. They had unethical work practices and as a young man, I adopted …
How many of you have had work done on your house, car , personal health and come to find out there are always hidden costs?!!
I prefer to work with companies that are very upfront about costs and about capabilities. So, the further Adventures of Matt may surprise some of you, but those who know me, know that I am always up to something and most recently, I (meaning we my wife and I) decided we (meaning the wife) wanted a new kitchen. Now, I love cooking though I cannot claim any great skills; I still like to cook, so a new kitchen sounds great. We begin our research on kitchens.
And I mean WOW – those kitchens can cost a lot. Fortunately for me, I have many friends in industry and I have great …
A Communication Issue Today
So, you just want to talk and don’t want any answers? As a professional sales person, I run into this all the time. Being married for over 17 years, I run into the daily – yet I tend to miss it in most cases.
So in my marriage, my wife shares things with me and we talk about her day or her job or whatever may be on her mind and I always trying to fix it or come up with a solution to whatever issue she may be having. I tend to take this same approach to my professional life, as well. Being a solution provider, consultant, all-around know it all, I think I need to have the answer to whatever problem you may have.
What I am learning is I don’t always need to …
Do you know what HR Case Management is?
In the customer service sense, case management speaks to tracking interactions with customers, making sure their purchasing and product acquisition experience is the best. If we were to address case management in a healthcare environment, we would see the tracking of the life cycle of a patient, through their interactions with a healthcare provider or healthcare facility/system.
HR Case Management can be viewed similarly, in that reporting and tracking employee interactions with HR allows for a greater understanding of the employee experience with the employer, and vice versa. Data collected using HR Case Management creates opportunity to efficiently handle questions, requests, and problems without losing any information, or letting issues or challenges to be mishandled, mismanaged or not managed at all.
The use of an HR Case Management system …
I wrote a piece on Getting Started with Knowledge Management that has been used by several of our clients at the beginning of their process. If you’re still trying to figure out what you should be doing to move off of the starting line, it could be very helpful. And if you are serious about using an HR Case Management platform, then you should be very interested in the topic. Otherwise, you are missing out on what might be the most powerful part of the system. If you’ve done the foundation work, though, you might be looking around for the next step. So let’s talk about that, because the care and feeding of your knowledge base is a critical element of long term success.
Unlike most software companies, we use our own product every day. …
“Employees who believe that management is concerned about them as a whole person – not just an employee – are more productive, more satisfied, more fulfilled. Satisfied employees mean satisfied customers, which leads to profitability.” – Anne M. Mulcahey, Former CEO of Xerox
Employee Engagement Leads to Talent Retention
I continue my hope that we are coming out of a time of recession, but every time it looks good – that this is a possibility – something causes that view to change. Companies respond differently to recession. Many laid off or lost quality talent, others downgraded or demoted employees, reducing their hours or pay. Many others initiated hiring freezes, leaving departments struggling with too few employees. Hiring and retaining the right talent is sometimes considered a luxury many organizations cannot afford …
Most Important Asset?
It’s a well-known corporate saying that “Employees are our Most Important Asset”. How many of you believe that about your corporate environment? I have previously written about the importance of a vendor’s employees happiness to the success of a company’s relationship with its vendor, but this post, while also about employees, addresses the communication within a company, which ultimately does impact employee happiness, which in turn will affect the job they do on behalf of your organization.
The Effectiveness of Communication
Recently, Davis & Company commissioned the survey of 1,000 employees from large corporations (minimum of 5,000 employees) in the United States to understand the effectiveness of communication on performance management, benefits, and compensation. One of the key findings was that Employees aren’t getting answers to their questions. “When employees have questions, they turn to …
Employee Engagement Suite
The Dovetail Employee Engagement Suite (EES) was designed around a few simple ideas.
Our clients are smart. Our clients deserve to be able to build and modify their own configuration in ways that suit them. Our clients sometimes have better ideas than we do.
To that end, we purposefully built a system that is all about configuration choices. This leads to my answering a lot of questions with, “It depends.”
Does the system notify you when you get a new case? It depends.
Do I have to log in to see my alerts? It depends.
Can I have a hug? It depends. (OK, that one usually is a yes. But you get the point.)
Why is “It depends” the answer? Because the question of “does it” depends on “have you told it to?” Have …
It’s no mystery, nor is it revolutionary when it comes to the concept of an organization empowering its workforce to answer their own questions in order to offload HR service delivery staff. Transactional portals have been allowing for the update of personal information, checking and enrolling in benefits, and searching FAQ’s for years. We’ve even seen significant employee onboarding being moved to the web and intranets, as well as a real push to true organizational cultural immersion and employee engagement via personalized portals.
However, slightly newer to the game has been the offering of Case Management functionality to portals. Even more cutting edge and something unique to Dovetail’s Employee Engagement Suite is the power of embedding Employee Self Service Case Management and …
The Evolution of HR Case Management
As I think back 3 to 4 years ago, it’s somewhat shocking how fast the practice of HR Case Management has evolved. Customers we’ve deployed say they can’t even imagine their days without their extremely handy tool now. Those running complex HR shared services models, returning detailed HR analytics and always fine tuning their movements take it a step further, claiming they simply don’t see how they could run their HR service delivery practice without one. Not to sound smug, but we at Dovetail always wondered how HR was doing as well as they were without some serious technological help in this area. We had been delivering case management technology to customer support centers for so long, witnessing firsthand the …