 "Human
Values mean so many things to so many people. What does
it mean here
at Wipro?" asked David.
Naren replied. "To us it means that we respect
the unique needs of Customers and employees. We are
sensitive to their differing needs, in our interactions
with them."
This Value is very important to us because:
For employees:
- Brings out the best in employees as it has been
proven by research that
'Customer satisfaction is contingent on employee
satisfaction'.
- Helps in attracting and retaining the best talent.
Talent finds comfort
in an environment of universal values; and attrition
gets reduced.
- Employees prefer a company where they feel they
are being respected for
who they are.
- Ensures that all individuals are treated in a
just and equitable manner.
- Opportunities of advancements are governed by
individual merits.
- Helps in building warmth and restricts chances
of negative interactions.
- Communicates that we care.
For Customers:
- Competition has provided Customers with numerous
options. They will
choose products and services that satisfy their
needs. The identification
of unique needs and providing solutions for satisfying
them, will
attract Customers.
- Helps Customers to build trust in the company.
- Helps in delivering ‘Customer delight’.
- Helps to keep in touch with Customers and satisfy
their changing needs
on an ongoing basis.
- Gives a competitive edge.
- Helps in building warmth and lessens chances of
negative interactions.
- Ensures that all Customers whether big or small
are given due attention
and consideration.
- Customers like to deal with vendors who treat
them with respect and show
care and understanding about their specific requirements.
Iqbal asked, “But how do we know, that these Values
are practiced?” “Values are seen, not in what we say,
but in what we do,” replied Naren. “Let me describe
some of the positive behaviours, which indicate the
presence of these Values and negative behaviours, which
indicate the absence of these Values.”
Positive behaviours which indicate presence of Human
Values:
- Being accessible to team members
- Listening to other people’s point of view
even if you do not agree with it.
- Not interrupting others until they have completed
what they want to say.
- Allowing free expression of views during meetings.
- Encouraging people to put across their point.
- Providing an environment conducive to feedback,
creativity, personal
and professional growth.
- Respecting the other person’s views and appreciating
the underlying cultural,
ethnic and emotional backgrounds.
- Responding to queries in a timely and accurate
manner.
- Recognising good work and building ownership in
the other person.
- Empathising with the person or the situation before
arriving at a conclusion.
- Truly emphasising ‘we’ in whatever is
done.
- Keeping an open mind. An open mind leads to innovations
and inventions.
- Seeking underlying reasons for needs stated and
probing them adequately
before reacting.
- Being part of the team during a crisis.
- Extending support during personal emergencies.
- Taking interest in new members settling down.
- Exhibiting warmth.
- Communication of confirmation, on time.
- Proactive and timely celebration of birthdays
and long-service awards.
- Protecting individual dignity in any situation.
- Being fair - no politics, no rationalisation.
- Constructive criticism - never sarcastic or cynical.
- Avoiding public criticism of, or confrontation
with, subordinates.
- Empowering people with necessary skills (through
training), authority,
freedom and encouraging them to take initiative,
give their best and
be accountable.
|