There is a link between people and operational performance: Higher employee turnover, understaffing, and lack of training contribute to operational problems. Zeynep Ton joins Kevin to talk about the blindingly obvious need for good jobs and a customer-centric approach. When you set your employees up for success, the entire organization benefits. Zeynep suggests that we can create good jobs with higher pay, meaning, and value and still get financial results. Further, she discusses the Good Job Strategy's four operational choices: Operate with slack, focus and simplify, standardize and empower, and cross-train.
02:23 About Zeynop Ton
04:17 Connection Between Employee Satisfaction and Operational Problems
06:29 Importance of Being Customer-Centric and Front-line Centric
08:17 Connection Between Empowerment and Standardization
10:40 System-Wide Approach for Creating Good Jobs
17:02 Need for Urgency and Alignment in Making Changes
21:32 Impact of Pandemic on Organizations' Thinking About Good Jobs
25:33 Concern About Costs of Operating with Slack
29:53 Zeyneps' Book Recommmendations
This episode is brought to you by...
The Long-Distance Team. Remote leadership experts, Kevin Eikenberry and Wayne Turmel, help leaders navigate the new world of remote and hybrid teams to design the culture they desire for their teams and organizations in their new book!
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