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1. Executive Summary
Implementing a Results Only Work Environment
Recently, Best Buy's corporate office implemented a Results-Only Work Environment,
following focus group sessions which revealed that employees most wanted TRUST
from their leadership team. Best Buy has benefited so far from reduced voluntary
staff turnover, a 35% increase in productivity, and immense improvements in
employee satisfaction. Use our Employee Satisfaction Survey to get started on this
path.
What is a Results-Only Work Environment (ROWE)?
A Results-Only Work Environment is a modern approach to management that does
not assume that physical time spent in the office equates to higher employee
productivity. The goal of the program is to judge performance based on output, not
on hours spent in the office or attending meetings.
What's Required for a Successful ROWE Program?
• Self-motivated & Professional Staff - a ROWE for a contact center full of
recent University graduates is not the optimal culture to implement this type
of work environment. Professional Services organizations and corporate
offices are ideally suited for a ROWE culture.
• Web-Based Information Systems - as ROWE calls for more 'flex-time' and
working remotely, access to information systems such as email, phones, CRM,
ERP, or other back-office systems becomes critical. Be sure to discuss your
remote access policies and procedures with I/T before making a decision.
• Program Milestones & Metrics - as with any major program, gauges for
success must be set-up and monitored through the entire implementation.
Common Key Performance Indicators (KPIs) include: productivity, employee
satisfaction, efficiency metrics, and voluntary employee turnover rates.
Action Plan:
1. Conduct an Employee Satisfaction Survey - use Demand Metric's
Employee Satisfaction Survey to anonymously gather staff feedback.
2. Discuss with Senior Management - discuss the ROWE concept, together
with employee satisfaction survey results, and voluntary turnover costs.
3. Get some Help - Best Buy has spun off a consulting firm, Culture Rx, which
is using a proven methodology to help organizations transition to a ROWE.
© 2009 Demand Metric Research Corporation