FORE SCHOOL OF MANAGEMENT

EMPLOYEE
ENGAGEMENT
PRACTICES
Human Resource Management
EMPLOYEE ENGAGEMENT PRACTICES
Employee engagement also calle! "or#er engagement $s a %us$ness
management concept& An 'engage! employee' $s one "(o $s )ully $n*ol*e! $n
an! ent(us$ast$c a%out t(e$r "or# an! t(us "$ll act $n a "ay t(at )urt(ers
t(e$r organ$+at$on,s $nterests& Accor!$ng to Scarlett Sur*eys 'Employee
Engagement $s a measura%le !egree o) an employee,s pos$t$*e or negat$*e
emot$onal attac(ment to t(e$r -o% colleagues an! organ$+at$on t(at pro)oun!ly
$n.uences t(e$r "$ll$ngness to learn an! per)orm at "or#'& T(us engagement $s
!$st$nct$*ely !$/erent )rom employee sat$s)act$on mot$*at$on an! organ$sat$onal
culture& Employee engagement $s a part o) employee retent$on&
Employee engagement (as %ecome an area o) )ocus "$t($n organ$+at$ons )or t(e
purpose o) retent$on as a means o) a*o$!$ng e0pens$*e employee replacement
costs result$ng )rom sta/ "(o *oluntar$ly 1u$t t(e$r -o%s& Accor!$ng to SHRM
2Soc$ety o) Human Resource Management3 t(e cost o) replac$ng one 45 per (our
employee can e0cee! 46788 "($c( g$*es compan$es a strong 9nanc$al $ncent$*e
to ma$nta$n t(e$r e0$st$ng sta/ mem%ers t(roug( strong employee engagement
pract$ces&
Examples of Best Practices in Employee
Engagement
Le*els o) employee engagement can ma#e or %rea# a %us$ness& Properly
engage! "or#ers not only un!erstan! t(e goals o) a company %ut also t(e$r
personal roles $n (elp$ng to ac($e*e t(ose goals& Generally t(ey are (app$er
%etter mot$*ate! an! more pro!uct$*e t(an t(e$r counterparts& :$sengage!
employees (o"e*er are normally less ent(us$ast$c (a*e lo" morale an! can
%r$ng !o"n ot(er"$se engage! co;"or#ers& <y $ncreas$ng engagement le*els
managers can $n.uence t(e$r %us$ness,s "or#er retent$on an! %ottom l$ne&
Create a Culture of Engagement
T(e case )or employee engagement (as to %eg$n at t(e top& Company lea!ers
an! managers s(oul! create "or#$ng en*$ronments t(at support )ully engage!
employees an! set t(e tone )or ($g( morale&
Accor!$ng to t(e Nort(east Human Resources Assoc$at$on t(e 9*e most
$mportant !r$*ers o) a culture o) engagement are t"o;"ay )ee!%ac# %et"een
managers an! su%or!$nates trust $n lea!ers($p career !e*elopment employees
un!erstan!$ng t(e$r personal roles $n t(e success o) t(e company an! s(are!
!ec$s$on ma#$ng&
<y )ocus$ng on t(ese )actors managers can create "or# en*$ronments t(at
automat$cally )oster employee engagement on a !a$ly %as$s&
Discuss Engagement
Proper an! )re1uent commun$cat$on "$t( employees $s $mperat$*e $n $ncreas$ng
engagement& Managers s(oul! %e sure su%or!$nates un!erstan! t(e %us$ness,s
o*erall strategy an! t(e$r roles $n ac($e*$ng goals&
:$scuss$ons s(oul! also co*er (o" employees )eel a%out t(e$r -o%s& Accor!$ng to
R$g(t Management a lea!$ng career management consult$ng 9rm an! su%s$!$ary
o) Manpo"er Group '<y measur$ng employee sat$s)act$on comm$tment to t(e
organ$+at$on pr$!e an! a!*ocacy you "$ll (a*e an accurate assessment o) an
employee,s comm$tment an! contr$%ut$on to t(e success o) t(e organ$+at$on&'
Promote Health and Well-Being
Accor!$ng to :e%ora( Sc(roe!er;Sauln$er :&Mgt& an! sen$or *$ce pres$!ent )or
R$g(t Management,s Glo%al Solut$ons Team 'T(e %est per)orm$ng organ$+at$ons
ten! to promote "ellness more t(an %elo";a*erage per)ormers !o %ecause
"ellness !r$*es per)ormance&'
Sc(roe!er;Sauln$er argues t(at %ot( retent$on an! employee engagement can %e
$ncrease! $) lea!ers )ocus on $n$t$at$*es t(at !r$*e )eel$ngs o) (ealt( an! "ell;
%e$ng among employees& Act$ons suc( as encourag$ng an appropr$ate "or#;l$)e
%alance support$ng t(e local commun$ty an! $n*est$ng $n employees, learn$ng
an! !e*elopment are #ey !r$*ers o) "ell;%e$ng&
Reduce Stress
Accor!$ng to T(e Human Per)ormance Inst$tute 'Personal energy $s t(e most
cr$t$cal resource "e (a*e as (uman %e$ngs an! "(en reser*es are c(ron$cally
!eplete! an $ne*$ta%le outcome $s !$sengagement&' Furt(ermore t(e $nst$tute
argues an employee,s "$ll$ngness to $n*est ($s l$m$te! energy can %e up to 78
percent lo"er among ($g(ly !$sengage! "or#ers&
<y promot$ng stress re!uct$on tec(n$1ues among t(e "or#)orce employers can
(elp ensure energy le*els an! pro!uct$*$ty are ($g( an! engagement rema$ns a
top pr$or$ty&
Employment Engagement Practices in Different
Organisations
Speak p! Spea# =p $s a plat)orm )or employees to !$scuss pert$nent matters
"$t( t(e Company>s sen$ors an! to %r$ng t(emsel*es closer to t(e Company an!
$ts management? t(us !e*elop$ng t(e c(annels o) commun$cat$on %et"een
employees an! t(e Company>s top e0ecut$*es&
Gr$e*ance Re!ressal System@ Employee gr$e*ances are logge! t(roug( a
central$+e! gr$e*ance re!ressal system& <ranc( Gr$e*ance Coor!$nators an! t(e
Corporate Gr$e*ance Process Lea! per)orm "ee#ly an! mont(ly re*$e"s to
ensure 1ual$ty gr$e*ance resolut$on %y t(e Human Resources Team "$t($n t(e
spec$9e! t$me)rame& Et($cs Counselors at reg$onal an! corporate le*els also play
a #ey role $n (an!l$ng t(e sens$t$*e gr$e*ances&
P"Ps! Employees can log PIPs t(roug( a l$n# $n =lt$mat$0& To encourage employee
part$c$pat$on $n t(e en!ea*or t(e A<est PIP> a"ar! $s g$*en annually&
PEEP B Mentor$ng@ PEEP $s a mentor$ng $n$t$at$*e $n "($c( employees connect
one;on;one "$t( TCS>s sen$or management& T(e a$m o) APEEP> $s to pro*$!e
employees a plat)orm to *o$ce t(e$r pro%lems& As )or report$ng (ea!s $t>s a
plat)orm to get to #no" t(e$r team mem%ers as "ell& Employees can tal# one;on;
one "$t( t(e sen$or management at TCS& Assoc$ates can (a*e t(e$r o"n sess$ons
"$t( t(e management an! get to #no" t(e management>s perspect$*e on t($ngs&
As a 9rst step %e)ore t(e meet$ng t(e sen$or management person t(e employee
"$ll %e tal#$ng to $s g$*en a %r$e) %ac#groun! on t(e employee>s )unct$on gra!e
years o) ser*$ces places tra*elle! ac($e*ements an! (o%%$es so t(at t(e
assoc$ate an! t(e sen$or manager !o not "aste t$me gett$ng to #no" eac( ot(er&
An! to ensure t(at t(ese $nteract$ons (a*e t(e !es$re! results t(e partner uses a
)ee!%ac# )orm "(ere (eCs(e recor!s t(e suggest$ons comments pro%lems
solut$onsD$n s(ort a sort o) Am$nutes> o) t(e meet$ng&
Propel! PROPEL stan!s )or Pro)ess$onal e0cellence Role en(ancement
O"ners($p culture Personal gro"t( Employee $n*ol*ement an! Learn$ng& Propel
pro*$!es a )orum to !$scuss $ssues an! $!eas to promote t(e $!eas an! to resol*e
$ssues at $ncept$on le*el $tsel)& Propel co*ers all employees across TCS& Camps
an! con.uences are con!ucte! )or pro%lem sol*$ng !$sco*ery o) ne" $!eas
!$alogue re.ect$on an! )un& T(roug( t(ese sess$ons t(e employees are pro*$!e!
a plat)orm )or learn$ng $nteract$ng an! pro%lem sol*$ng& PROPEL $s c(amp$one!
%y TCS assoc$ates pro-ect lea!ers an! group lea!ers )rom across )unct$ons& An!
t(ese assoc$ates are e0pose! to personal$ty )ee!%ac# $nstruments& PROPEL $s
propagate! %y t"o types o) $nstruments@
Con.uence@ A Con.uence $s a space an! )orum )or s(ar$ng an! l$sten$ng&
Normally t(e !urat$on o) Con.uence $s 6 to E (ours& It $s con!ucte! %y t"o
or more propellers "(ere ma0$mum E8 assoc$ates )rom !$/erent
)unct$onsCgroups get toget(er to e0plore !$scuss re.ect an! s(are t(e$r
*$e"s on a part$cular t(eme& S(ar$ng )oster$ng A)r$en!l$ness> an! Arole;
ta#$ng> $s t(e agen!a )or a Con.uence&
Camp@ A Camp $s a )orum )or $mpro*ement $n$t$at$*es on spec$9c Fo$ce o)
Assoc$ate t(emes&
P#SE! P=LSE $s t(e company,s annual Assoc$ate Sat$s)act$on Sur*ey
un!erta#en e*ery year to measure an! un!erstan! t(e TCS Assoc$ate,s att$tu!e
op$n$ons mot$*at$on asp$rat$ons an! sat$s)act$on& T(roug( P=LSE TCS attempts
to 9n! out opportun$t$es )or $mpro*ement $n*$te suggest$ons ascerta$n
s(ortcom$ngs !es$gn appropr$ate plans "($c( 9nally conclu!e $n act$on& T(e
stea!y r$se $n t(e Assoc$ate Sat$s)act$on In!e0 2t(roug( P=LSE3 $s an $n!$cat$on o)
TCS culture an! care )or $ts assoc$ates&
Stress $anagement! T(e IT $n!ustry $s #no"n )or $ts ($g(;pressure "or#
atmosp(ere an! long "or#$ng (ours "($c( create ($g( le*els o) stress& TCS
encourages $ts employees to !e;stress %y part$c$pat$ng $n FunGHor# "($c( $s a
term use! across TCS to re)er to any act$*$ty or programme t(at $s con!ucte!
!ur$ng "or#& FunGHor# Comm$ttees are )orme! across accounts "($c( organ$+e
p$cn$cs part$es an! get;toget(ers "$t( )un an! games& Annual p$cn$cs ta#e place
$n eac( reg$on t(at g$*es TCSers sprea! across a reg$on to come toget(er an!
cele%rate "$t( t(e$r )am$l$es an! colleagues&

Accenture $s a glo%al management consult$ng tec(nology ser*$ces an!
outsourc$ng company "$t( appro0$mately IEE888 people ser*$ng cl$ents $n more
t(an JI8 countr$es& Accenture colla%orates "$t( cl$ents to (elp t(em %ecome
($g(;per)ormance %us$nesses an! go*ernments&
Per)ormance e0pectat$ons o) all employees are esta%l$s(e! along t(e t(ree
lea!ers($p !$mens$ons B <us$ness Operator Falue Creator an! People
:e*eloper an! o%-ect$*es )or eac( $n!$*$!ual are set !eta$l$ng t(ese& Not only $s
A"(at> people !o $mportant %ut also A(o"> "($c( $s "(y t(ere are certa$n act$ons
e0pecte! $n t(e "ay o) "or#$ng "($c( e0($%$t (o" t(e employee %r$ngs t(e
organ$+at$on>s *alues to l$)e&
%s a People De&eloper
As a People :e*eloper $n!$*$!uals at Accenture nee! to !$splay E attr$%utes
B Teac( Learn Recogn$+e an! Nurture& Eac( "or! $s eas$ly translate! to spec$9c
act$ons B l$ste! %elo" are some e0amples o) measures $n place to assess an!
mon$tor t(em&
'each B Lea!ers are e0pecte! to teac(& Regular reports o) t(e$r teac($ng
sess$ons are sent to t(e$r respect$*e managers& T(oug( t(ere $s no spec$9c goal
on t(e num%er o) teac($ng sess$ons an open !$splay o) t(ese measures creates
(ealt(y compet$t$on among t(e lea!ers&
#earn B Accenture (as a #no"le!ge management portal calle! KMyLearn$ngL
"($c( pro*$!es access to onl$ne an! classroom tra$n$ng t(at $nclu!e man!atory
as "ell as opt$onal programs %ase! on t(e le*el o) t(e employee& Accenture $n
In!$a $s one o) t(e )e" organ$+at$ons "($c( !$! not re!uce tra$n$ng e*en !ur$ng
t(e recess$on&
Recogni(e B Accenture $ntro!uce! Kcele%rat$ng per)ormanceL an onl$ne re"ar!
system& T($s system (elps super*$sors peers an! cross )unct$onal teams to
recogn$+e an! re"ar! employees )or t(e$r per)ormance& Peers can sen! e;car!s
super*$sors can allot cele%rat$on po$nts "($c( can %e re!eeme! at t(e onl$ne
s(op t(at (as *ar$ous $tems rang$ng )rom "allets to (ome t(eatre systems
)urture B At Accenture all employees (a*e a career counsellor& T(e %el$e) $s as
you !r$*e per)ormance you "$ll also nee! to !r$*e a career an! lea!ers nee! to
play an act$*e role $n t($s -ourney& G$*en t(e a*erage age o) employees at
Accenture somet$mes t(e counsellor>s l$)e e0per$ence $s *ery s$m$lar to t(e
counselee>s so t(e organ$sat$on tr$es to ensure t(at all career counsellors are at
least one or t"o career le*els a%o*e t(e$r counselees& At t(e en! o) t(e year
eac( counselee pro*$!es )ee!%ac# to t(e$r career counsellors as part o) t(e
Lea!ers($p Sur*ey 2"($c( pro*$!es !e*elopmental $nputs )rom peers super*$sors
an! employees on eac( o) t(e 6 lea!ers($p !$mens$ons to our lea!ers3&
%s a Business *perator
T(e t(ree ma$n 1ual$t$es o) a <us$ness Operator are to %e outcome !r$*en to
ta#e o"ners($p M to %e accounta%le&
O)ten employees are not a%le to get t(e re1u$re! support )rom t(e$r super*$sors
as t(ey #ne" t(em as K)r$en!sL an! (ence 9n! $t !$Ncult to pus( t(em to get t(e
re1u$re! $nputs t(at ena%le t(e outcome& C(ange $n m$n!;set $s re$n)orce!
t(roug( emp(as$+$ng t(at $t $s $mportant to %e accounta%le )or t(e outcome o)
t(e tas# e*en t(oug( "e may %e "or#$ng "$t( K)r$en!sL& Hence tra$n$ng
programs "ere con!ucte! to (elp e0ecut$*es (a*e K(ar! con*ersat$onsL "$t(
people& T($s $s a cultural s($)t as typ$cally $n In!$a cr$t$cal con*ersat$ons are not
easy& T($s tra$n$ng (as (elpe! s(ape an! $mpro*e t(e 1ual$ty o) !$alogue&
So per)ormance e0pectat$ons nee! to %e clear )or e*eryone an! as an
organ$+at$on people nee! to %e ena%le! to meet t(em& Conse1uences are %u$lt
$nto t(e per)ormance management system $) appropr$ate results are not
ac($e*e!&
%s a +alue Creator
Last %ut not t(e least $s a%out %e$ng a Falue Creator $s really a%out generat$ng
susta$na%le s(are(ol!er an! sta#e(ol!er *alue& A statement o)ten use! $n
!$alogue $s S(are "$t( Pr$!e "(ere t(e )ocus $s on reus$ng an! le*erag$ng "or#
t(at (as alrea!y %een !one t(ere%y sa*$ng t$me an! e/ort& Researc( s(o"s t(at
"(at !$/erent$ates people "(o are at t(e %ottom o) t(e peer group )rom t(ose
"(o are s$gn$9cantly a%o*e t(e$r peer group $s t(e pract$ce o) As(o" M tell>&
A couple o) years ago Accenture organ$+e! a contest to $!ent$)y $nno*at$*e HR
pract$ces (appen$ng $n $ts %us$ness un$ts& T(roug( t($s contest t(e organ$sat$on
)oun! "$nn$ng $!eas "($c( coul! %e le*erage! not only $n t(e %us$ness %ut also
%e con*erte! as o/er$ngs )or cl$ents&
Employee Bene,ts! Genpact (as employee %ene9t plans $n t(e )orm o) certa$n
statutory an! ot(er sc(emes co*er$ng $ts employees& Apart )rom t(ese ot(er
%ene9ts pro*$!e! $n some geograp($es $nclu!e loans )or me!$cal emergenc$es
meal *ouc(ers sc(ool tu$t$on? .$g(t t$c#ets %ac# (ome
(ous$ngCtransportat$onCut$l$t$es allo"ance etc& All permanent employees rece$*e
t(e same %ene9ts& Ho"e*er t(ey !o (a*e a small num%er o) consultants to
"(om t(ese %ene9ts !o not accrue& T(e$r employees can also a*a$l o) .e0$%le
"or# arrangements to ma$nta$n a (ealt(y "or#;l$)e %alance& T(e$r .e0$ "or#
arrangement opt$ons $nclu!e Hor# )rom Home Tele;"or# an! part;t$me "or#&
Parental #ea&e! At Genpact t(e$r parental lea*e pol$cy c(anges %ase! on t(e
country o) operat$on& All t(e$r employees are el$g$%le )or matern$ty lea*e an!
most reg$ons are el$g$%le )or patern$ty lea*e as "ell& T(ey currently !o not trac#
t(e num%er o) employees "(o (a*e a*a$le! o) parental lea*e $n all locat$ons&
Stock--ased compensation expense! T(ey recogn$+e an! measure
compensat$on e0pense )or all stoc#;%ase! a"ar!s %ase! on t(e grant !ate )a$r
*alue& For opt$on a"ar!s grant !ate )a$r *alue $s !eterm$ne! un!er t(e opt$on
pr$c$ng mo!el 2<lac#;Sc(oles;Merton mo!el3 an! )or a"ar!s ot(er t(an opt$on
a"ar!s grant !ate )a$r *alue $s !eterm$ne! on t(e %as$s o) )a$r mar#et *alue o)
t(e company>s s(ares on t(e !ate o) grant o) suc( a"ar!s& T(ey recogn$+e
compensat$on e0pense )or stoc# %ase! a"ar!s net o) est$mate! )or)e$tures&
'alent management! In Genpact $t occurs $n t"o separate processes& For <an!
E employees an! a%o*e t(e talent assessment process $s a %$;annual )eature&
T(e Goal Sett$ng process (appens $n Oanuary& <us$ness Goals are !ec$!e! $n
Annual Strategy an! Goal Sett$ng Meet$ngs Lea!ers con!uct !eta$le! Goal
Sett$ng meet$ngs "$t( respect$*e teams Super*$sors !$scuss $n!$*$!ual Goals
"$t( team mem%ers an! !ocument Goals on $Per)orm an $nternal talent
management portal& Employees are also assesse! on #ey per)ormance $n!$cators
l$#e Customer Net Promoter Score an! Customer <us$ness Impact& Employees>
per)ormance $s assesse! aga$nst t(ese goals t"$ce e*ery year& A m$!;year talent
re*$e" (appens $n August to capture per$o!$c per)ormance an! ensure ongo$ng
)ee!%ac#& T(e annual appra$sal ta#es place $n Fe%ruary to recor! employee
per)ormance o*er t(e year an! commun$cate t(e$r rat$ng&