In today’s competitive world, the key to success in any business relies on customer satisfaction. As a result, servicing customer needs has become a priority for many organizations. However they have failed to act upon the satisfaction of the employees, who are the internal customers of the firm. Can an organization service the needs of the clients/customers properly when they fail to satisfy the needs of the internal customers?
Employers need to understand that a content and motivated employee has a higher probability of making significant contributions to the organization. It may result in new orders that are won for the organization or even new ideas for the amendment of the product.
A research depicts that the average attrition rate in India is as high as 25%, as the employers fail to meet the expectations of the employee. On the other hand, another report states that the average attrition rate of employees in the Telecom, BFSI, aviation and financial services is about 31% and is tremendously higher in the IT/ITES sector.
Unfortunately remuneration and designation set by the payroll systems of an organization, are the chief factors determining the longevity of an employee in an organization. Paucity in opportunities is one of the factors that lead to attrition of the employees. Also, the employee’s relationship with their supervisor plays a key role. Prejudicing and suppressing the growth of an individual leads the employee to search for an alternative.
A survey suggests that employees with experience of less than five years have the highest attrition rate at 39 per cent while the rate is at 27 per cent for employees with 5-10 years of experience and 22 per cent for 10-15 years.
An organization, ‘Gall up’, surveyed over a million employees and published the conclusions in the book ‘First break all the rules’. It ingeniously emerged with astonishing discoveries such as, “If you're losing competent people, look at their supervisors. The primary factor that holds an employee within an organization is the supervisor. People abandon managers and not the organizations”, state the authors, Marcus Buckingham and Curt Coffman.
Jack Welch, former CEO of General Electric stated in one of his articles that “Any company trying to compete with competitors should figure out a way to engage the mind of every employee”.
Divergence between the nature of the job and the posting is controversial in most of the organizations. Organizations often treat an employee as a gofer and fail to feed the competence within the employee, which strongly needs to be condemned. This is primarily because employers think of employees as machinery parts that can be used as required depending on the requirement. As a result, the employee’s attitude towards work suffers which in turn affects the productivity of the organization.
Redundancy is one of the major epidemics rapidly emerging across the country. Employers hire instantly, and at the same employees are sacked at the same rapid rate. During times of economic crisis, money minded entrepreneurs apply purely arithmetic logic regarding the pay scale of the veterans and come to a conclusion to hire multiple amateurs that equals the CTC (cost to company) of a veteran. As a result, the organization fails to gain the trust of the employees which paves the way for job insecurity while also losing out on invaluable experience.
Employers should comprehend the trick of getting the job done. The quality of work relies on how well the supervisor can get the job done by the employees. The quality of work that is obtained from an employee patted by the supervisor at the right time is better than an employee who is nagged with respect to delivery time by the supervisor. Actuation of the employee, recognitions at the right moment for the right task, respecting one’s self esteem and non-ego bruises complement the quality of work which in turn increases the productivity of the organization and more chiefly retains the employee within the organization for a longer run.
The employer should understand that the relationship between the external customers and internal customers is symbiotic. Without one, they wouldn't have the other. Henceforth the mantra for success for the employer is to "Take care of your employees who will in turn take care of your business”.
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Blog by : Ashish Gupta, Senior Business Analyst, Ramco Systems