Implementing a Results Only Work Environment

Recently, Best Buy’s corporate office implemented a Results-Only Work Environment, following focus group sessions which revealed that employees most wanted TRUST from their leadership team. Best Buy has benefited so far from reduced voluntary staff turnover, a 35% increase in productivity, and immense improvements in employee satisfaction. Use our Employee Satisfaction Survey to get started on this path.

What is a Results-Only Work Environment (ROWE)?

A Results-Only Work Environment is a modern approach to management that does not assume that physical time spent in the office equates to higher employee productivity. The goal of the program is to judge performance based on output, not on hours spent in the office or attending meetings.

What’s Required for a Successful ROWE Program?

• Self-motivated & Professional Staff – a ROWE for a contact center full of recent University graduates is not the optimal culture to implement this type of work environment. Professional Services organizations and corporate offices are ideally suited for a ROWE culture.
• Web-Based Information Systems - as ROWE calls for more ‘flex-time’ and working remotely, access to information systems such as email, phones, CRM, ERP, or other back-office systems becomes critical. Be sure to discuss your remote access policies and procedures with I/T before making a decision.
• Program Milestones & Metrics – as with any major program, gauges for success must be set-up and monitored through the entire implementation. Common Key Performance Indicators (KPIs) include: productivity, employee satisfaction, efficiency metrics, and voluntary employee turnover rates.

Sharpen your Focus with Goals

There is no question that effective goal setting can improve the performance of your department. Top performing leaders in all fields use goals to increase confidence, extend vision, and stay motivated. Use Demand Metric’s downloadable Department Goals & Individual Goals templates to break your high-level strategic plan into smaller, manageable chunks.

Benefits of Goal Setting:

• Better Time-management – operating with defined goals maximizes productivity because team members focus their effort on set deliverables.
• Increased Confidence & Moral - teams that are consistently achieving goals feel productive, and more self-confident than teams who simply react.
• Stronger Collaboration - when peers are involved in a common goal, they support each other and keep the juices flowing. Imagine the atmosphere when a Friday afternoon ‘leave early’ sales goal is about to be reached.

Manage Results with Activity Reporting

Many low performers stay under the radar for months before it becomes apparent that they are not actually doing any work of real substance. Be proactive with managing results and implement a weekly or monthly activity reporting process. Use Demand Metric’s Activity Reporting Tool as a starting point for this initiative.

What’s Included in an Activity Report?

• Task Type - all activities can be classified within standard project management processes: Initiation, Planning, Execution, Control, and Closure. A good mix of activities is each area ensures smooth program management.
• Activity Description – this section briefly describes what program/project the activity is related to, ensuring alignment with business goals & objectives.
• Start Date/End Date – when was the activity first started, and how long did it take to complete? Does the time taken to complete the task fall in line with time spent on other priorities? Do all activities add up to a full week/month?
• Next Steps/Results - have your staff provide a very brief, forward-looking next steps or end results that were delivered. This section is also effective for communicating issues that need to be escalated.

Communicating Social Values Improves Brand

Fortune 500 companies have recognized significant benefits by successfully promoting civic virtues such as Sustainability, Community, Sponsorship, Charity, and Environment. Although benefits like improved brand integrity are intangible, they can have a significant impact on a company’s long-term success. Increase brand value by developing a communication plan for the organization’s social values.

What is Social Value Messaging?

Social Value Messaging demonstrates alignment of corporate goals with those of the organizations key stakeholders such as customers, employees, and partners. Social Value Messaging programs are not sunk costs, but rather, should be viewed as investments in corporate health.

Following are categories of Social Value Programs:

• Sustainability
• Community
• Sponsorship
• Charity
• Environment