E.O.W (End of the Week) Notable Tip: Quality Improvements

Happy Friday! I hope you had a fabulous week!

Today, I was thinking about quality. As you have learned, Quality is what the customer says it is, not what you think it is. When does quality begin and how do you ensure your efforts bear fruit in a quality improvement engagement?

“Quality begins with education as it enhances your ability to see the big picture and supports deeper understanding of the activities that must take place in order for any quality improvement engagement to be successful.”


I hope you enjoyed this short tip and as always, “Success is continuous Improvement.”



Culture Engagement Starts with Top Management

Creating a Word or PowerPoint Culture reference material and distributing to employees on on-boarding day and briefly talking about it in your Monday morning meeting because you feel your employees are not “getting it” is not going to drive any significant results. Human Resources is not the captain when it comes to engaging employees in the company’s culture. Culture is top management responsibility.

Effective leaders are known to practice and support their culture on a daily basis. They integrate visual controls and visual KPI Metrics so that quality, productivity, cost goals and objectives are visibly clear. To quote Dwight Eisenhower, “They never listen to what I said; they always watch what I do.”

For example, if a Procurement Manager sees the CEO ignoring client calls when the culture document states, “Serve the Client”, it would now seem that the culture document is void because the CEO is not practicing it. The Procurement Manager now thinks its okay to ignore vendors/clients because the CEO does.

Leaders should engage with their employees everyday instead of only appearing when there is a problem. By actively participating in all the departments of the company and listening to employees, leaders can use the Voice of the Employee to identify bottlenecks and improve overall employee satisfaction. They also include all employees in the decision-making process by making strategic plans visual and accessible to all employees; and ensure their actions correspond with the company’s written vision and mission statements.

The fault lies with leadership when the employee does not know what she/he is supposed to do, does not know what is expected of them, has no means to assess if the work is being doing properly, nor has the authority or means to correct the process when something is wrong. Effective leaders know the importance of translating the vision and mission of the company into daily activities. They set realistic goals for their employees and provide timely rewards to those who meet them. And offer educational and training opportunities to enhance their employees’ capabilities.

The Most Important HR Metrics that you should be tracking

To really understand the health and performance of your human resources function, I have created a list of the most important HR metrics that will provide a clear picture of how the department is performing.

  1. Cost of Hire
  2. Ratio Compensation/Benefits to Revenue/Profit (compare each year to industry averages)
  3. Employee turnover rate of new hires within their first 24 months
  4. Percentage of new hires that rate training and educational opportunities among the top 3 reasons they accepted and still love their job – compared with the % who rate training and educational opportunities as excellent 12 months into the job
  5. Quarterly turnover % of high performing employees
  6. Turnover % of low performing employees within one year of receiving low rating
  7. Percentage of employees with superior performance ratings against salary levels
  8. Monthly turnover rate
  9. Revenue per employee: total revenue/total number of employees
  10. Percentage of women promotions to top level positions
  11. Promotions Rate: Promotions/Headcount
  12. Number of raises
  13. *Compensation Analysis to ensure competitive market salary is offered

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