HR is a business contributor!

HR is a key differentiator in any organization - It’s a cliché that is said, heard and presented almost every day, somewhere in some context or other. However, do all organizations really understand it and even if they do, do they adopt & promote the right practices & processes? We know for a fact that people make all the difference. So is the case with the HR fraternity as well. That’s why we see some organizations with great people practices and some not.?

The organizations that are in a business of intense daily operations, the intensity of work goes up by the hour and it continues till the end of the day. And in most cases, the next day repeats the same. A single miss of an hourly target impacts the day’s target and subsequently, the month’s target. It’s highly unlikely to catch up with the month’s targets unless hourly, daily, and weekly targets are met. I am sure the folks from industries like Telecom, Logistics, etc. will certainly relate to it. These industries have a considerable amount of frontline employees, which could be feet on-street, in the warehouse, etc.?

Just a humble thought of noting down a few key differentiators that I have experienced in industries where a lot depends upon the front-line/customer-facing/feet-on-field teams brings me here.?

The last mile employees are the ones who take the organization to the customer's doorstep. It matters the way these teams interact and display the conduct at the customers’ premises. Customers assess the organization basis of their interaction/experience. Hence, while daily/weekly/monthly performance is non-negotiable, providing a delightful experience at each moment of truth with the customers is highly critical.?

Here is my take and a few thoughts on the role HR can play in such industries.

• Periodic discussion with first-line supervisors to understand the performance trend, mutually identify ways to sustain high performance and address low performance. These discussions are so enabling that the impact can be seen on the outcome/productivity almost instantly. This has been my experience. Moreover, these discussions should be done at intervals that are not too long or too short. The idea is to stay focused, deliver results and not lose its value at the same time. Monthly discussions may make a lot of sense for many teams/industries
• Weekly or fortnightly individual communication of progress in terms of target vs actuals, to instill the awareness and course correction?
• Field/on-the-job coaching is an initiative to handhold the low performers on-the-job by involving the experts. These could be the process trainers and frontline supervisors themselves?
• Regular outreach by HR to understand any impediments, or concerns pertaining to daily operation, performance, etc
• Make their lives simple. They are the ones on the field, or floor 24*7. Figure out ways to ease and remove bottlenecks. Flexible policies, simpler processes, and automation could be few of the aspects
• Go out of the way to ensure safety and wellness. Coverage of medical or exigence expenses and beyond. I personally believe every organization can make a huge difference to each employee
• Celebrate the small wins. Devise innovative ways of instant recognition. Highlight and promote high performers and the best attitude displayed
• Support employees in acquiring new skill sets without the fear of losing them. People respect you when you genuinely show interest in developing them and helping them grow in life

I believe the fundamental challenges remain the same in every organization, irrespective of the industry when it comes to managing teams. Could these be more relevant and critical to drive the teams that, in turn, deliver great results? Indeed, people are the most crucial and effective levers of any organization.