Home
 Register  Sitemap  Help  Conact Information  FAQs  Terms
About The Small Business Consortium  Media Centre
Small Business Journey- The Route Map To Business Value
 The Journey  Businesses On Board  Resource Centre  Region
  Whats It All About
  Policy
  Practice
  Stakeholder
  Employees
 
  Improve your business by listening to and involving your employees
 
  Customers
 
  Suppliers
 
  Communities
Employees
 Improve your business by listening to and involving your employees
What's the Point?  Living Proof  How to do it
 HAPPY

Happy is a computer training company based in London, with about 40 staff. Chief executive Henry Stewart receives appraisal from his staff, and having been told by them that he needed to improve his approachability, he set up monthly appraisals to ensure he worked on his listening and communicating skills. Staff debate and vote on issues: they have, for example, decided by vote whether a bonus scheme should be based on individual or group performance. Staff receive a cheque once a year to give to a charity of their choice and they can volunteer one day a month, fully paid, for charity work of their choice. Happy's philosophy is that you can only give great customer service if your people are happy.

THE RESULTS

Happy has a motivated and committed workforce with staff turnover less than half the level of its industry - Happy has never lost a trainer to a competitor. Its commitment to responsible business practice helped the company to survive and stay in profit through the worst recession in the history of the IT training industry. With its reputation for a positive working environment Happy has found new business offering training on how to create great places to work, and how to deliver excellent service. The company was named winner of the Management Today/Unisys Service Excellence Award for best customer service.

 Who else is making a point?

Many successful companies throughout the UK understand the real business benefits that can be gained by ensuring that their employees are closely involved in the running of the business.

Needleworx Direct is an embroidery design and digitising company with studios in Ireland. It offers bespoke training to employees according to individual interests and skills. Decision-making is very open. The company holds monthly staff meetings to discuss different aspects of the company. At one meeting, employees suggested that management should revise company policy on the allocation of commission, as most of the commission was being given to salespeople instead of being shared with the embroidery designers. After listening to the request, managers admitted the allocation of commissions was unfair and the policy was corrected.

The results: After four years of operation and with a core staff of eight, Needleworx Direct has seen increased sales and profits and has been able to expand into new markets. The company has developed a long term and sustainable vision.


Perfecta supplies quality ingredients to the food industry. The company is based in the south west of England, and since this is an area of full employment, managers realised that they had to offer attractive terms and conditions in order to attract good staff. As a result, the company consulted extensively with its 40 employees before drawing up a package of work-life balance initiatives.

The results: The company found that by enabling staff to work various hours and days around their other responsibilities the number of available packers more than doubled.

 Why is this important?
  • 80% of executives worldwide claim that by 2010 attracting and retaining people will be the leading business success factor. Source: Funky Business: Talent Makes Capital Dance, Jonas Ridderstrale, FT Prentice Hall, 2000
  • 75% of executives worldwide now rank employee performance ahead of productivity and technology. Source: as above
  • Positive relationships between employee attitudes, organisational culture, human resource management and company performance have been traced in a study in Sheffield. It concluded that employee commitment and a satisfied workforce are essential to improving performance. Source: Human Capital and Performance: A Literature Review, Accounting For People, Government Task Force, 2003
 Download the how-to guide in Full

Each 'How-To' briefing is available in pdf or word formats. To read the PDF document with a screen reader please link to the Access Adobe website which provides useful tools and resources. Adobe also has a free online conversion tool for PDFs.

 PDF Icon  PDF file Improve your business by listening to and involving your employees.pdf
size 164kb
 Word Icon  Word file Improve your business by listening to and involving your employees.pdf
size 36kb
The Stakeholder Journey
Connections
 Other Case Studies on this Site

Find more about
Fishburn Hedges

© Small Business Consortium 2004