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"Mobile devices have exacerbated an always-on work culture where employees work anytime, anywhere. They've contributed to the blurred distinction between when you're "on the clock" and when you're not. Service industry professionals are especially tethered to these devices. There's an assumption that using smart devices boosts productivity, since they allow us to work constantly. But, we're also jeopardizing long-term productivity by eliminating predictable time off that ensures balance in our lives. Is the obsession of regularly checking email really helping anyone's bottom line? Are the unrealistic expectations these devices facilitate not setting staff up for burnout?"
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The staff was under intense pressure to be available whenever anyone called — it was simply expected. Six months later, we noticed that customer complaints were actually up, and team morale was down.
So, why were we spoiling dinner time for each other with calls that could have waited until the next business day?
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For the research subjects who followed her policy of disconnecting from work at night, 78% said that they "feel satisfied" with their jobs, compared to the group of people who ignored the policy, where only 49% noted the same sense of satisfaction. Her results show that we're creating a self-perpetuating perception that working faster is better — even when speed may not be necessary.
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"« En France, “la débrouille”, le fait de “faire avec” sont encore considérés comme des moments ponctuels, des accidents de parcours, qui, s’ils se répètent, risquent de mettre en péril la rigueur et la lisibilité du système. » Cette notion fait pourtant référence à des compétences fondamentalement positives dans les pays anglo-saxons, dans des domaines aussi variés que l’innovation, l’entrepreneuriat, des systèmes d’information… Le manager bricoleur est donc un profil précieux pour une entreprise,"
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Le manager bricoleur est notamment capable d’associer les personnes en reconnaissant leur polyvalence, et ce pour un travail pour lequel elles n’ont pas forcément été embauchées
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Il mêle ainsi la proximité (entretenir un rapport de familiarité avec son environnement), la connectivité (être capable d’associer telles et telles ressources), et la créativité (trouver des rapprochements ingénieux, imaginer des utilisations détournées).
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In this environment, companies need to evolve into what I call an Aligned Enterprise which I’ve defined as:
An organization that acts cohesively and embraces change in its environment
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- Purposeful leadership. Establishing and maintaining a clear and compelling vision for where the organization is heading and why it’s going in that direction.
- Adaptive design. Infusing the realities of the marketplace (customers, suppliers, technology change, etc.) into the creation and evolution of products, services, and processes.
- Customer-responsiveness. Increasing the magnitude and speed with which an organization learns from, and responds to, customer feedback.
- Employee engagement. Building strong commitment from employees through alignment of hiring, on-boarding, training, coaching, communications, and incentive programs.
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