Why Its Critical to Get Employee Engagement Before the Implementation Stage

Editor's note: this transcript was generated by AI and has been lightly edited for clarity and relevance — some sections have been shortened or removed, and minor transcription errors corrected.

Full transcript

00:00:05Host

One of the biggest problems with implementing a QMS is getting employees to follow the agreed processes. At Triaster, we work with many different organisations from many different sectors, so we know how hard it can be to get your team on board. A common problem is that the team implementing a new system tends to focus entirely on the implementation and forgets to inform the rest of the organisation about what they're doing and why. The cultural shift that needs to go alongside the implementation is a crucial consideration.

00:01:17Host

For one Triaster customer, National Oilwell Varco, the cultural change required was to instill an organisation-wide understanding of the benefits of taking a process approach. National Oilwell Varco now involves as many employees as possible in workshops to capture their processes.

00:01:54Host

With their involvement in the development of the system, employees feel ownership of the processes, which gets them on board. The earlier you get employees on board, the better. If the process approach is unknown, implementation must include explaining to employees why it's being implemented, how it will benefit both the organisation and individuals, and the importance of everyone following the agreed processes. This takes time, communication, and ongoing commitment from senior management — but it will happen.

00:02:40Host

Senior management commitment is absolutely essential. If senior management aren't supporting it, why should anyone else? Employees need to see a link between the process approach and the strategic goals of the organisation.

00:03:12Host

It isn't enough to send an email saying "we have a new system in place, and from now on you need to follow the processes." There needs to be an ongoing programme of communication, probably starting before the system is even chosen — using emails, flyers, posters, banners, presentations, workshops, and launch events.

00:03:54Host

These will be most effective if you give your system a name and build a recognisable brand for it. Our customers have named their systems many things, such as Find Me, Pathway, and Ask PAT — it all helps with getting employees to use the system and follow the agreed processes.