John WatkinsPresident, ENLASO

jwatkins@enlaso.com

Language Services: Engaging Employees for Great Outcomes

Overview

Look at the language services industry characteristics

Dissect stakeholder needs

Determine the importance of our employees

Identify what employees need

Learn how a QMS can give structure

See some results

We share common characteristics

• We identify needs in the marketplace

• We offer certain expert services to meet those needs

• We convince prospective customers that we are the best choice for meeting their specific needs

• We hope to keep those customers for the long term

• We hope to find a lot more of them

Language Services Companies

Stakeholders

Investors

CustomersCompany

Stakeholder Needs

Company

• Direct resources(COGS – production, vendors)

• Indirect resources(Sales, Accounting, HR, R&D, Infrastructure)

• Plus perks(benefits, bonuses,profit sharing)

Customers

• Value-added services

• Effective communication

• Flexibility

• Accurate deliverables (time, budget, quality)

Investors

• Growth

• Return (dividends, profits)

Dissecting Company Needs

The company is in the middle

It is tough out there, with a lot of competition

We want to get new customers

We need to retain existing customers

Differentiate ourselves with

• Expertise

• Relationships

So ultimately our success depends on…

Dissecting Company Needs

We are only as good as our employees

They perform the services and…

• Many of our employees are customer-facing, forming and nurturing customer relationships

• All of our employees contribute to our reputation

Employee Importance

Employees are our most important asset

If we appreciate them, we…

• Keep great talent

• Attract great talent

Employee Importance

Ta da!

Happy Employees

Happy Customers

Happy Investors

Employee/Company Relationship

Symbiotic relationship between employer and employees• We need employees so we can build relationships and

provide expert services for our customers, in turn

• Employees need help to attain work and personal goals– Compensation (salary, benefits, bonuses)

– Training, guidance, mentoring

– Supervision (motivation, empowerment, recognition)

– Tools

– Work-life balance

Employees Company

Costs

RetainedKnowledge &

Efficiency

Relationships

Total

Compensation

Growth &Appreciation

Relationships

Employee/Company Relationship

Employee/Company Relationship

Employer1. Good wages

2. Job security

3. Growth

4. Good working conditions

5. Interesting work

6. Personal loyalty to workers

7. Tactful discipline

8. Full appreciation for work done

9. Sympathetic help with personal problems

10. Feeling informed

Employee1. Full appreciation for work done

2. Feeling informed

3. Sympathetic help on personal problems

4. Job security

5. Good wages

6. Interesting work

7. Growth

8. Personal loyalty to workers

9. Good working conditions

10. Tactful discipline

Labor Relations Institute

Who Wants What?

Three key concepts for employee satisfaction:

• Respect: Policies and practices that treat people fairly

• Achievement: Taking pride for the work we do, our accomplishments, and our company

• Supportive environment: Foster productive relationships with colleagues in a supportive atmosphere

Harvard Management Update, Vol. 11, No. 1, January 2006.

Employee/Company Relationship

ENLASO uses three techniques to meet employee needs

• Provide predictable guidance and supervision

– Organizational policies

– Everyday working procedures

• Give employees a voice in how things are done

– Foster a sense of ownership

– Solicit feedback

• Build feelings of security

– Manage with transparency, where people are informed

– Communicate frequently and thoroughly

Employee/Company Relationship

Senior management plays a key role• A purpose for the employees

– A common goal

– Individual responsibilities

• Recognition of their accomplishments

• Facilitating success by removing obstacles

• Coaching employees for growth

• Frequent communication– Top-down for guidance

– Bottom-up for availability

If only we had a way…

The way…

Goals!

Needs

StaffQMS

Quality Management System

A QMS works best if it is (from my perspective)• Driven by employees• Using cross-functional quality teams• To give employees a voice on processes and procedures

At ENLASO• Every employee participates• Every voice is equal• Each team focuses on a specific business area (e.g., project management)• The team has responsibility for the corresponding

processes, procedures, and work instructions• Team changes provide each employee with experience in other areas• Quality Coordination Team (Senior Management)

keeps things from going astray

Quality Management System

Mission statement• The “why” of the QMS• The common goal for the company• e.g., ENLASO

– We help our customers conquer the global market with customized language solutions fueled by our team’s passion for exceptional customer service and brilliant innovationto create the quality they need to succeed

Quality policy• The “what” of the QMS• e.g., ENLASO

– Provide services that meet and exceed customer expectations

– Improve processes (faster, better, cheaper)

Quality Management System

Measurable objectives• the “how” of the mission statement

e.g., ENLASO• Employee satisfaction

– Survey– Planned conversations

• Training, continuing education, career growth– Survey– Training log, certificates, etc.

• Continuous process improvement – Quality and budget metrics reporting– Cross-functional quality team minutes

• Customer satisfaction– Survey– Capturing customer feedback from sales and project management– Nonconformity reporting (internal and external)

The QMS gives structure to the employee relationship

• Why we are here: Our company’s mission

• What we are doing: Providing services that meet or exceed customer expectations, while continuously improving

• How we are doing: Measuring and reporting on key metrics

Quality Management System

Examples - Communication

Monthly “all-hands” meeting

• Company performance

• Department reports

• QMS metrics and news

• HR updates

• Awards

Examples - Communication

Awards

• Monthly

• Nominated by customers or colleagues

• All nominations recognized

• $50 bonus

• Certificate

• Intranet Wall of Recognition

Examples - Communication

Be gone, 360° ratings and review!

Planned conversations

Cover five simple areas• Set and review goals

• Highlight successes and challenges

• Changes in knowledge and tools needed

• What can the employee do

• What can ENLASO do

Document and share with HR

Examples – Communication

Results – Employee Survey

Some history Opportunities for Improvement from previous surveys

• Flexibility of production work hours

• Work From Home days

• Infrastructure (stand-up desks)

• Bring your dog to work

Rocky says “Hi”

Results – Employee Survey

0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1

Treats me fairly

Helps me to feel motivated

Provides me with constructive feedback

Effectively helps me resolve conflicts

Keeps me informed about ENLASO's direction,objectives, and policies

Supervisor

Disagree Somewhat Agree Agree

Results – Employee Survey

0 0.1 0.2 0.3 0.4 0.5 0.6 0.7 0.8 0.9 1

Manages transparently, with open communication

Our work environment is respectful and embracesdiversity

Has fair HR policies

Provides reasonable flexibility to balance work andpersonal life

Provides fair compensation for my contributions

ENLASO

Somewhat Agree Agree

Comments and OFIs

• I would love more constructive feedback.

• I think it's coming, but I am excited to hear about how I can improve.

• Salary increases were not discussed during hiring. I would like to know more about how that works.

• The atmosphere this past year has not been the greatest. Constructive feedback and resolution of issues play a part in feeling motivated.

Results – Employee Survey

1, 4% 2, 4%

3, 8%

4, 4%

5, 80%

Results – Employee Survey

Employee Retention

Results – Customer Survey

~40% response rate

100% of customers who responded to the survey agree that ENLASO

• Meets or exceeds our customers’ quality expectations

• Responds to requests in a timely manner

• Should be recommended to other companies

Results – Customer Survey

Comments• Every project manager I have worked with has been exceptionally

responsive, provided updates on the work, and hit the promised date every time.

• I never have to send "where is my translation?" emails. ENLASO's communication and follow-through is excellent.

• Had many helpful discussions with ENLASO staff to help steer projects towards successful outcomes.

• ENLASO reaches out on occasion to take our thoughts and impressions into account - without over-doing it, either.

• I cannot appropriately express how special my project team is to me and I feel we are like a family! We have shared many challenges and experiences together and I have learned very much in regards to the world of localization.

Results – Profitability

2015 Q1 2015 Q2 2015 Q3 2015 Q4 2016 Q1 2016 Q2

Project Gross Profit

On the road to…

Happy Employees

Happy Customers

Happy Investors

Looked at language services

Dissected stakeholder needs

Determined the importance of our employees

Identified what employees need

Learned how a QMS can give structure to meet the needs of our customers and employees

Saw the results

Wrap-up

Questions?