Tag Archives: workplace communication

Focusing on Internal Customers

Communication is a vitally-important component of Continuous Improvement (CI) within an organization. Consider that, even if a team applies the CI methodology to great success but no one hears about it, the goal of making CI a cultural way of doing business will not catch on.

Good communication can also be a key driver of profitability as, if nothing else, it can reduce or eliminate the cost of miscommunication.

For example, an article published by the Society for Human Resource Management (SHRM) referenced a survey of 400 companies with 100,000 employees each that cited an average loss per company of $62.4 million per year because of inadequate communication to and between employees.

Even smaller businesses of 100 employees suffer the impact of miscommunication, the article suggested, as it went on to quote Debra Hamilton’s article “Top Ten Email Blunders that Cost Companies Money,” in which she stated miscommunication cost these smaller businesses an average of $420,000 per year.

Clearly miscommunication is expensive!

Yet facilitating consistent and open internal communication is one of the many things in life that might be simple, but not necessarily easy.

For example, Bruce Bolger, Co-Founder of the International Center for Enterprise Engagement, shared an interesting observation recently when he said, “Most organizations put far more effort into communicating with customers than with employees.”

We’ve found Mr. Bolger’s comments to be accurate. In many cases, customer communication is the higher priority, thus making it easy to put internal communications on the back burner. In other instances, the “silo” approach to operations tends to result in haphazard internal communication.

To gain the best results from internal communication efforts, leaders might do well to focus on employees as “internal customers.” Maybe then it will become easier to formalize and value internal communication protocols.

Communication & A Culture of Continuous Improvement

rally_the_troops_800_10095Our previous post shared fundamental steps for building a high performing culture – a culture of continuous improvement; and a key element of doing so involves engaging the workforce.

There are 4 underlying principles to build engagement:

  1. Understand the various factors that motivate people
  2. Have excellent 2-way communication
  3. Build a great workplace
  4. Work at engagement every day

These steps may seem simple, but they are not necessarily easy.  Consider that in order to understand people and develop effective two-way communication leaders must create a systematic way of interacting with team members so they can cascade information to (and from) their reports and throughout the organization.

At the core of this communication mission is the ability to plan, run and follow-through on effective meetings, which we’ll discuss in upcoming posts.