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The Human Element: Why People Engagement is Critical for Quality Management in Tech 

March 6, 2024

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The Human Element: Why People Engagement is Critical for Quality Management in Tech 

Quality management is integral to the success of any organization. It stands as a yardstick for organizational standard practices, increases efficiency, reduces waste, and exponentially increases customer retention. However, a consistent standard of quality cannot be maintained without the engagement of people in quality management. Keeping your employees motivated, encouraged, and satisfied is key to ensuring your product or service remains profitable. 

What is People Engagement? 

People engagement is a term used to describe the level of interest and enthusiasm the staff of an organization has in their tasks or in the organization itself. It refers to the level of emotional investment employees at all levels of the business have in their day-to-day activities. Engaged employees aren’t just working for their paychecks; they are truly interested in developing and improving products and services and seeing the business succeed overall. 

According to Moneyzine, the IT industry sports the greatest amount of start-up failures, with a whopping 63 percent failure rate.¹ While many of these failures are owed to other fundamental issues, such as inadequate marketing and distribution and restricted cash flow, a large portion of startups fail due to a lack of innovation, a process that is heavily fostered by people engagement. New ideas or processes cannot be developed if people engagement is absent, as only workers who are fully invested in the success of the product can be innovative. As such, people engagement is beyond crucial to organizations in the tech industry. 

Here, it may be crucial to distinguish between two different but interrelated concepts: work satisfaction and people engagement. Work satisfaction refers to the level of fulfillment and happiness employees feel with their jobs, while people engagement is primarily concerned with how involved and attached your workers are to their jobs. Work satisfaction does not necessarily connote people engagement, but it does contribute to a growth in employee motivation where it is present. 

Why is People Engagement Important in Quality Management? 

It’s easy to get caught up in other operational aspects of a business, failing to realize that employees are the most valuable asset to the organization. The quality of products and services will suffer if work satisfaction and employee engagement decline.  

Below are some of the benefits of having engaged workers function at all levels of your business: 

1. Better Customer Service and Retention 

When your workers are truly invested and interested in their jobs, they are much more enthusiastic about gratifying customers. In addition to being in a physically more approachable mood, which customers find appealing, they’re truly committed to optimizing the product or service to ensure that the customer gets the most value. This improves customer service and significantly reduces churn rates.  

An N2Growth report supports this claim, showing research that directly links worker engagement to customer satisfaction. Virgin Group founder and commercial astronaut Richard Branson corroborates the claim, stating that satisfied employees create satisfied customers.² Engaged workers also contribute to a better brand image and reputation in the eyes of the customer. 

2. Increased Productivity 

It’s no secret that engaged workers are better performers. According to a study by Gallup, teams with highly engaged employees have 18 percent higher productivity and 23 percent profitability than similar work groups with lower engagement levels.³ Again, engaged workers are not just involved in the effortless running of their day-to-day activities but in the overall success of the organization as a whole. Therefore, there is a marked increase in the output of engaged workers as opposed to disengaged ones.  

Engaged employees contribute to the creation of a positive workplace culture and environment, and this fosters an increased rate of excellent task completion. 

3. Increased Collaboration and Goal Achievement 

Engaged workers tend to feel that even the most mundane tasks have a sense of higher purpose. They understand that all their activities contribute to the overall success of their organization. This leads to a sense of camaraderie and collaboration, as they are aware they are pursuing a common objective. 

A connected and engaged team is far easier to lead to a common goal than a demotivated, demoralized, and disengaged one. This increases the achievement of goals and fosters a sense of connection and community between the workers. This positive effect extends to the leadership within these teams, significantly easing the managerial responsibilities and enhancing overall efficiency for the team’s leader. 

4. Overall Better Employee Health 

Lack of worker engagement eventually results in job burnout, as workers are forced to do tasks that they think are difficult, exacting, and unprofitable to them. Some symptoms of job burnout include feeling distant from work and co-workers, low energy and enthusiasm, and feeling little to no satisfaction from completing work tasks. Disengaged workers are prone to feeling higher levels of mental exhaustion, emotional depletion, and stress, therefore contributing less effort to their work. 

People engagement, on the other hand, boosts enthusiasm levels and reduces the risk of job burnout. It also reduces levels of stress, which have been shown to culminate into a myriad of mental and physical health problems, such as anxiety, depression, memory problems, and heart conditions, to name a few. Prioritizing people engagement and worker enthusiasm helps keep your workers safe, healthy, and happy. 

5. Higher Employee Retention 

Engaged workers are much less likely to leave their jobs, which means people engagement is directly correlated with increased worker retention. Being able to retain your employees not only means you get to retain valuable information, expertise, and skills that would have been otherwise lost if they had sought employment elsewhere, but it also means you get to save on the cost of hiring and re-training new workers frequently. You avoid losing productivity and save time, enabling your organization to hit its set goals. 

6. Increased Sales and Higher Revenue 

The natural result of having better customer service, increased productivity, better collaboration and leadership, and healthier, happier workers is increased sales! 

According to Forbes, companies with high levels of employee engagement grew their revenue by 682 percent over an 11-year period, while their counterparts with significantly lower engagement levels sported revenue growths of only about 166 percent.⁴ 

In the tech industry, where cash flow is pivotal to the success or failure of your product or service, this level of revenue growth is crucial to the survival of businesses. 

How to Improve People Engagement in Quality Management 

Having discussed the importance of having high levels of people engagement in your tech business, here are two major ways to improve people engagement in your company. 

1. Using Incentives 

Nothing boosts worker motivation and enthusiasm like incentivizing your workers when they perform extraordinarily. According to one study, organizations that utilize worker incentive programs achieved a 79 percent goal completion rate for set goals.⁵ They also increase employee retention rates by up to 66 percent. Rewarding your workers for a job well done helps keep them engaged and focused on producing quality work. 

2. Good and Fair Leadership 

An oppressive and overbearing manager can demoralize even the most enthusiastic worker. C-Suite executives, managers, and team leads should arrive to be kind, collaborative, and communicative leaders. They should communicate the vision or goal of the team with clarity so that each worker knows what the objective is and precisely what they are to contribute to achieve it. They should also allow workers to freely air their thoughts, opinions, and grievances and be open to receiving feedback and making necessary reforms as needed. 

UNLOCK YOUR COMPANY’S POTENTIAL WITH IDEAL CANDIDATES FROM RASO360 

In the tech industry, success is not just about innovative products but also about the people who drive them. Raso360 specializes in connecting your company with passionate, engaged professionals who align with your vision and values.  

Our focus is not just on filling positions but on fostering a workforce that is enthusiastic, committed, and ready to contribute to your organization’s growth and innovation. Reach out to us today and take the first step towards a more engaged, productive, and successful workforce. 

References 

1. Pupkevicius, Martynas. “What Percentage of Startups Fail: Stats and Facts for 2024” Moneyzine, 13 Nov. 2023, www.moneyzine.com/startup-resources/what-percentage-of-startups-fail/#theItIndustryHasTheHighestStartupFailureRateAt63Percent

2. “How Employee Engagement Drives Customer Satisfaction” N2Growth, Accessed 23 Jan. 2024, www.n2growth.com/how-employee-engagement-drives-customer-satisfaction/amp/

3. “The Benefits of Employee Engagement” Gallup, 7 Jan. 2023, www.gallup.com/workplace/236927/employee-engagement-drives-growth.aspx

4. “Does Corporate Culture Drive Financial Performance?” Forbes, 10 Feb. 2011, www.forbes.com/sites/johnkotter/2011/02/10/does-corporate-culture-drive-financial-performance/

5. Wong, Kellie. “18 Employee Incentive Programs to Engage Your Team” Achievers, 24 July 2023, www.achievers.com/blog/employee-incentive-programs/

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