Posts Tagged ‘inc.’

2011 Ovation Award Spotlight: The Accreditation Commission for Health Care, Inc. (ACHC)

Thursday, May 19th, 2011

As the first health care accrediting agency in the world to achieve the international quality management distinction of certification to ISO 9001:2000, the Accreditation Commission for Health Care, Inc (ACHC) holds a commitment to quality service. The firm stays proactive in learning new quality principles that benefit its customers and employees, and its recent employee engagement program earned ACHC a 2011 Ovation Award in the small employer category (companies with 250 employees or less).

ACHC strives to provide exemplary support to its customers and employees. However, when the company reviewed less than ideal results from a 2008 employee satisfaction survey, its leadership team resolved to implement change.  Because ACHC believes that employee engagement is the central driving point for its business, the agency knew addressing employees’ concerns would be critical to business sustainability and productivity. So, ACHC embarked on its next level of quality: optimal employee engagement.

The company first investigated the reasons for employee dissatisfaction in order to address items from the survey. After uncovering the roots of its employees’ sentiments, ACHC turned to its human resource team and quality assurance department to spearhead the “Total Quality Improvement Initiative.” The program was a comprehensive employee engagement system designed to include every staff member in the planning and execution process for business programs. Based on the Malcolm Baldrige Criteria for Performance Excellence, the initiative indentified the agency’s strengths and opportunities for improvements in employee satisfaction while also encouraging total workforce involvement and innovation.

The new initiative showed the company that each employee has valuable insight into what customers want, so ACHC tapped into their valuable resources to gain knowledge and ideas that would drive business. Through the program’s whole-team brainstorms, employees learned more about the business planning process and ACHC listened to the ideas of its employees, creating team unity.

Overall, the initiative proved to be a beneficial endeavor for both employees and customers. ACHC understood that developing this program was necessary because of its belief that employees who are fully involved in and enthusiastic about their work provide superior customer service and reach business goals.  The unique approach accomplished three measurable outcomes for ACHC:

  1. Increased employee satisfaction scores
  2. Reduced employee turnover
  3. Increased employee team involvement

Since its introduction, “The Total Quality Improvement Initiative” has expanded, and regular cross-sections of employees are involved in ACHC’s strategic planning, including choosing medical benefit plans and new facility locations.

With employee satisfaction at an all-time high and overall employee turnover reduced, it is clear that the ACHC staff is fully engaged. Employee satisfaction directly affects customer service positively and yields more success for the agency. ACHC’s dynamic program that empowered and engaged its business process made the company a clear winner for CAI’s Ovation Award in the small employer category. Companies looking to increase employee morale and productivity should consider implementing a similar initiative.

CAI recognizes North Carolina companies for innovative HR/People solutions with Ovation Awards during its annual HR Management Conference in February.  If you’d like to be considered please send a 2-3 paragraph description of your program to doug.blizzard@capital.org.  The description should summarize the business need, describe how the solution was implemented, and highlight the measurable and/or forecasted business results.

Photo Source: jModus

Get Back to Basics – Eight Keys to Being a Great Manager

Thursday, January 20th, 2011

In the third and final video from our three video series on under management and the importance of strong leadership, Bruce Tulgan of Rainmaker Thinking, Inc. discusses eight fundamental things managers need to do to be successful.  Bruce will be one of the keynote presenters at CAI’s 2011 HR Management Conference on Feb. 23-24.  His topic is It’s Okay to Be the Boss™: Developing the Managers that Your Employees Need.

The Under Management Epidemic

Thursday, January 13th, 2011

In the second video of a three video series on corporate under management and the importance of strong leadership, Bruce Tulgan discusses how under management leads to poor services and products and what it means to be an effective boss.  Bruce heads up Rainmaker Thinking, Inc. and will be a keynote speaker at CAI’s 2011 HR Management Conference, scheduled for February 23-24

Top Seven Management Myths

Tuesday, January 4th, 2011

Bruce Tulgan of Rainmaker Thinking, Inc. will be delivering one of the keynote presentations at CAI’s 2011 HR Management Conference. Bruce is a well-respected expert on leadership and management and is also internationally recognized as a thought leader on young people in the workplace.

Bruce’s presentation for the HR Management Conference is entitled It’s Okay to Be the BossTM: Developing the Managers that Your Employees Need. He will focus on what he calls the biggest problem in corporate America – an under management epidemic affecting managers at all levels.  Participants will be challenged and given tools to help their managers spell out expectations, monitor and measure performance constantly, correct failure quickly and reward success even more quickly.

As a preview to Bruce’s presentation we will be posting a series of three videos here on the Workplace Insights blog.  In the first video Bruce highlights the top seven management myths.