I recently re-read the work of Dr. W. Edward Deming. He's one of my "thought hero'es"-someone who has greatly influenced how I see quality, performance, productivity, success and "WOW!ing" both employees and customers. Several decades ago, Deming offered a new perspective on how the game of business could be played, and as a result, produce a totally unpredictable outcome.
Dr. Deming is most noted for his quality work with the Japanese after World War II, helping turn the war- torn country into the economic power it is today. He presented his quality concepts here in the U.S. to the big automakers, but arrogance, pride and "Flat World Thinking" brushed his concepts and contribution aside.
So Dr. Deming took his concepts to Japan. What was once the quality kiss of death - "Made in Japan"- is now a symbol for innovation, quality and production leadership.
A line from Dr. Deming jumped out at me: "People seek joy in work." WOW! Here's a "touchy feely" concept from the hard core measurement, TQM, quality, "everything must be quantifiable," GURU. I looked at the concept again and wondered what this visionary understood about human nature and productivity that might serve us today.
"People Seek Joy in Work":
Webster defines "joy" as, a very glad feeling; happiness; great pleasure; delight; to enjoy. My son offered another word, which further captures the spirit, FUN!
So the question must be asked, "If people seek joy in work, what is causing or preventing joy in your work?" Take it a step further-what is causing or preventing joy in your team's work?
I conducted a mini-survey with business associates for ideas and insights into this question: "How do you create Joy at work?" I was impressed by the answers,. Kkey words included:
"acknowledgement, recognition, a sense of accomplishment, meaningful work, a connection, bond, or feeling of belonging with the people at work."
Other descriptors included: "feeling valued, trust, a big vision, policies and procedures that make sense and support the vision, being treated like a human" (sounds like a combination of feeling valued, trust and common sense policies and procedures.)
It's not surprising that the exact same answers came up in a Harvard Business School study as key "motivators." The study, conducted by Frederick Herzberg, examined a wide cross-section of industryies as well as employee levels, and even from different countries and cultures. They discovered the "KITA's" or "Kick in the pants" and detailed the results in his classic article: "How Do You Motivate Employees?" Look at the above paragraph and you'll notice the same words being used in both studies (my informal study and Herzberg's very formal study).
Key long term employee motivators: "acknowledgement; recognition; sense of accomplishment; meaningful work; feeling valued; trust; a bond or connection."
So what's the bottom line from quality expert Deming?
Herzberg confirms joy in work motivates employees. Sounds as if Deming is suggesting a combination of the hard skills, those items we can touch and measure, AND the soft skills. The soft skills are simple-they're the ones that leave people saying "WOW!".
Here are a couple ideas for enhancing "Joy" in work:
1. Make the Connection Between Joy in Work and Motivation.
It's important to make the connection that attitude and joy is a choice. One customer service team has taken this concept and put it into action by creating mini do-it-yourself posters stating: "Choose Your Attitude Today!" The bottom of the mini poster is devoted to two pictures (clip art shots). One photo shows a positive, up-beat attitude, can-do, solution-oriented, up-beat attitude and the second - , well, let's just say it's the other end of the spectrum. Team members place a name badge on the attitude they're choosing for the day. It's a great visual reminder, and it's lots of fun.
2. Create a Big Vision and Help People See the Significance of Their Job.
When the team is "playing big," they're experiencing joy…even if the task is tough. When people see their job makes a difference, they experience joy. Remember, there are no "I'm just a..." jobs. You've heard it before, "I'm just a receptionist, I'm just the janitor, I just work in shipping." These "I'm just a..." people don't get it. They don't understand the significance of their contribution. The result - ...a joyless job. Help these people see the big picture and the joy factor increases.
3. Acknowledge Someone Today
Add some joy to your universe and to someone close to you. Offer a sincere word of praise or acknowledgement, send a Tthank-you note, find someone doing something "Right" and tell him or her. It's easy, cheap and doesn't take a lot of time.
It's simple: Increase the Joy Factor and you increase the quality, motivation, performance, productivity and the WOW! Factor.
There you have it from three experts-Deming, Herzberg and now, Rosenberger.
Keep making a difference!
2005 © Mark Rosenberger All rights reserved.
Mark Rosenberger, CSP helps companies transform employee performance, productivity and sanity. He is a sought after speaker, performance strategist and author of six books. Do you count on certain people to make your life work? Discover how to be caught more and dropped less, plus achieve more than you ever thought possible - download the FREE Trapeze Buddy e-book at www.NoSplatZone.com
