Page 17 - IBT August 2021 Issue

GET THE ‘PEOPLE
Column TREATMENT’ RIGHT

allowance provided, it is not possible Now think about where your product or service value will
to eat anywhere else except for cheap stoop to when people in each function allow a little
unhealthy eateries. concession? A little less quality of raw materials will be
In an environment, when people eat purchased, production will be as desired, distribution will be
unhealthy, unhygienic food every day, inefficient, efficiency in sales will fall, communications will
there will be a subconscious not be sharp and there will be a slight gap in calculations.
indication in their heads that even if Even if you hire hundreds of people, they will either be
they eat food of such quality, there is dissatisfied or leave the organization without being able to
no harm. A little compromise can be adapt.
afforded. All of this might sound a little far-fetched, but it may all trickle
But is there really no harm? There is, down to the fact that you have not added ample attention to
in my books. the quality of the food provided to the employees. You have set
With this prevalent mindset, these an example of compromised quality to save additional effort.
very people will compromise little by That very example can be reciprocated in the employees’
little when they work for your efforts. If you have set up a positive example, the employee
product. The man who works in the may follow suit. It's not necessarily just about food, I'm talking
factory will be a little careless in the about every aspect of employee treatment. So, even if you have
production process, the quality checks 100 training and processes, they will be of no use unless and
will be minutely sacrificed. The until the essence of quality is etched in the minds of the
employees through active examples. That example
can come from everything or anything of how you
are treating people – whether with quality or
compromise. They will do exactly what you will
For organizations that believe in the set as an example for them.
“Peoples First” concept and nurture During this ongoing COVID-19 pandemic, I
especially noticed another issue. During this
that concept wholeheartedly in difficult period, how much did organizations take
every field of operation, product or care of their employees? I comprehend the fact
that there were operational and financial issues.
service quality automatically But whatever the situation is, if an organization
use a very simple linear formula in my Quality is something that cannot be becomes their strongest suit. At the does not hold on to its employees, people who are
mind to measure the quality of touched; making it highly intangible. end of the day, the perception of working hard day in day out for your
products or services of an Although attempts have been made to organization, people who are well-known by the
organization. That simple formula is measure with numbers and digits, the basic quality is comprehensive. management team, during tough times, then it is
‘the quality of products or services concept of quality is based on human delusional to expect the organization or the
offered by an organization’ is linearly perception. Simply put, it's purely employees to care about their consumers at all or
related to its ‘People Treatment’ or psychological. If you want to relate such a to produce quality products or services for the
‘how the organization treats its people.' complex psychological factor to your consumers out there.
You might be wondering how the product, then developing processes or distribution system he works in will To my study and observation, I have already found that the
treatment of people is related to providing a wide range of training for the get delayed or the product will be best and the most renowned organizations in the world
ensuring product or service quality. employees or a lecture once a day won’t cut handled with a little less care. The emphasize heavily on “people treatment”. They cater to a
The simplicity of the whole idea, it. Instead, the concept of quality must be sales representative will be a little less well-thought-of wage structure for their employees, respect
however, might surprise you! ingrained inside the minds and thought sincere. The marketing expert will be a their wellbeing, and consider the smallest of their
processes of the employees. The little unmindful in understanding the disadvantages. In each case, they maintain a high-quality
comprehensive belief system must be put consumer insights. And maybe the HR image that gets instilled into their employees, who in turn
into the conscious and unconscious minds. personnel will not be putting in a little reciprocates responsibility by assuring high-quality products or
If this can be done successfully, only then extra effort in shortlisting the apt service deliveries.
will the employees become sensitive to employee. For organizations that believe in the “Peoples First” concept
quality. KPIs will then automatically harmonize this sensitivity to the work and The bottom line is that and nurture that concept wholeheartedly in every field of
ensure the quality of the entire operational process. subconsciously, their mindsets will operation, product or service quality automatically becomes
Let me give you an example. Let’s say, you make food products and are inclined revolve around the understanding their strongest suit. At the end of the day, the perception of
towards producing very high-quality outputs. Subsequently, you initiated that, "It's not that much. A little quality is comprehensive. Your products will either be of
various training for the employees to achieve the goal. However, on a seemingly compromise can be made. There is no quality or not. There simply is no middle ground.
unrelated note, the quality of lunch you provide for the employees is not up to harm in it." And all of these would Hence, I shall repeat: to measure the quality of products or
the mark of quality satisfaction. Maybe the hygiene of the food purchased or start with the sub quality standard services of an organization, look into how they are treating
the cooking facility or the dining facility is compromised. Or maybe, with the food you provided them. their people.

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