Employees are the most important asset in any company. Demonstrate this fact by encouraging suggestions for improvement and growth of the company.
Question: Several years ago, we tried to implement a “suggestion box” at our company to encourage new ideas and suggestions. The idea never caught on, and we finally stopped the program. We never like to admit defeat, and we want to try this idea once more. What are your suggestions?
Answer: We admire your persistence and we do have information to share with you about PROs that have implemented successful suggestion programs.
The premise of suggestion programs is that employees are the “experts” in their work areas. They have experience and detailed knowledge of their jobs, while management has a general overview of each employee’s responsibilities and how the jobs all fit together.
The goal of implementing a suggestion program is to actively encourage employees to seek to further improve the business through innovation and problem-solving.
Developing a company suggestion program
Share with employees the reason why the company is implementing a suggestion program. The goal is to make everyone’s jobs better and to make the company even more productive. Since you had a program in the past, you may want to contrast this new approach to the former “empty box that sat in the corner of the office” program.
Define the objectives
We suggest that while you may use words such as “innovation” and “new ideas,” specify focus areas such as cost reduction, customer satisfaction, work efficiency and safety. This will help employees understand and embrace the program.
Be very clear in stating that this new program does not deal with grievances or human resource policy issues. While these are extremely important, such issues need to be taken up on an individual basis with management.
Create an easy submission program
A simple digital form that employees can easily access is an important component of this program. The most efficient form that we have seen is one that is housed on a secure employee page within the company website. The form is straightforward and easy to complete. The questions are:
- What is the current situation that needs to be addressed or improved?
- What is your proposed solution?
- What is the benefit? (increased customer satisfaction, cost savings, time savings, safety, other)
Evaluation process and status update
Have a consistent and well-respected team of evaluators for the suggestion program. Ideally, the office manager, the route manager and the company owner would be able to assess all suggestions. The evaluation of any suggestion needs to have a standard feedback period. A good goal is within 7-10 days, and updates can be posted on the company website suggestion section.
Once a decision is made, give immediate feedback to the employee on whether the suggestion was approved or not.
Recognition and incentives
Present successful suggestion plan recipients at company meetings and include in company publications and on social media. Explain how the suggestion will resolve an issue or improve a company process. Allow each employee to observe the process in action and to see the benefits of having such a program.
Each company is unique and varies in size and in scope. Determine your own award levels. Some PROs may choose a fixed dollar amount for each accepted suggestion while others may determine a percentage of overall cost savings or increase in potential sales. Establish these award amounts and include them in the written plan for this program.
Implementing suggestions
Allow the person who made the suggestion to work with the appropriate person or department to assist in implementing the idea. This will allow for even further refinement of the idea and may lead to even more enhancements and improvements.
If a suggestion is not implemented, let the employee know why and encourage them to continue to think about that particular topic or to look at other areas that can be investigated. Make this a continual program of improvement and keep the employees motivated to participate.
Track how many suggestions are received and how many are approved. Although variable in nature, some research in this area suggests that a 10-20% approval rate is common. Record how many suggestions each employee submits and encourage their participation in the program.
Be creative in emphasizing the program
Keep employees motivated to participate and eager to help to improve the company. One company encouraged continuous participation by giving gift cards to every person that had submitted suggestions during the past month — approved or not. This was a way to reward participation. The next month, a record number of suggestions were submitted.
FINAL THOUGHTS
An atmosphere and culture where each employee feels that they are valued and respected makes for a successful company. A suggestion plan program is beneficial for employees, customers and the company. Implement, emphasize and measure such a program and you will be glad you did.
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