Key issues for Discussion 1. Explain how the Voice of the employee supports improved internal processes (Voice of the Business), and how Voice of the Business supports customer satisfaction (Voice of the customer) 2. Suggest some other measures that might be included, using your knowledge of postal operations.
Voice of the Employee (VOE) is necessary in that it provides a better understanding of employees in the workplace and to respond to their needs and requirements. The United States Postal Service initiated the use of this strategy to measure employee engagement. “The Voice of the Employee was introduced to USPS in response to cases of violence and poor employee relations”. VOE places emphasis on providing safety and security in the workplace and improving employee interactions. Our text states “Researchers have repeatedly demonstrated that when service worker satisfaction is high, customer satisfaction is high, and that when job satisfaction is low, customer satisfaction is low.” (Evans & Lindsay, 2011) Incorporating the use of balanced scorecards allows USPS to determine the VOE by measuring safety based on the requirements of the Occupational Safety and Health Administration.
It is noted that employee satisfaction is directly linked to business performance. Employees will do a better job when they are satisfied at work. Employees contribute to improved internal processes and the success of the organization. The voice of the employee delivers a meaningful and sustainable strategy for change for USPS. Management realized that to improve internal processes, employee satisfaction must be improved. Through the use of VOE, suggestions for change, or modifications to standard procedures, are good for the improvement of Voice of the Business (VOB). VOB is the second element of the balanced score card used by USPS. The “Voice of the Business (VOB)”