Quality Driven Makes It Easy
The reason that I co-founded QDS years ago was because I desperately needed a software that would run the employee numbers that I needed in order to drive employee performance.
We had run the reports manually for a couple of years, but that meant that the management team saw the reports, but employees didn’t always see their numbers. We never withheld the numbers deliberately. It was just that it took time to enter the data, copy and paste and then get it out to the employees. So when the office was busy, they didn’t always get the data compiled. Hence the reason QDS was born.
I’ll never forget talking to an employee at an employee picnic asking how they liked being able to log into QDS and see their scores, instead of waiting for us to display. This employee, who was just an average performing employee, lit up and said “Oh, I love it! Now I know it is really true.”
Now, those words stung a little because it was apparent that she didn’t fully trust us, aka management. I asked her what she meant. I wanted to know why she thought what we passed on to the staff, was possibly not true. Here’s what she said: “Well, I just didn’t know. Certain people were always getting higher scores and more compliments, and I thought that it was probably because you guys liked them more. Now I can see everything, and I know exactly what the clients are saying.”
Sadly, we had not been withholding information. Inconsistent with providing information, yes, but not manipulative. However, it became clear that when the employee couldn’t see their information first-hand, they lost trust.
Make sure that you provide transparency in everything you do. Because when you are transparent, the level of trust in the workplace will rise. There’s no secrecy, there’s no surprises, and you’ve shifted the accountability from management to the employee.
Once “the score” is transparent, whether you are talking about quality scores, absences, bonuses, promotions, etc., your employees are now in control of choosing their own path. You, aka management, are not the bad guy. You didn’t make the choices that caused the employee to go down the wrong path, they did.
So, lay out your path, and let your employees choose their future in your company.