In any business, the staff and customers are the key to the success of its owners. And this captions ‘satisfied staff, certifying customers and successful shareholders’ says it all!

Let us look at the staff component. In any organization, the employees are to be handled with care, caution and consideration.  If they are satisfied with their work, their environment and consider themselves playing a very important role in the organization’s process, they will not only deliver their best and also facilitate others to deliver their best as well. In addition, they will also willingly bring in capable employees on board from their known circles.

They will behave as if they are the owners of the organization. Such highly motivated, performing and satisfied employees will produce zero defect products or deliver zero defect service in the first place. Such zero defect products or services will capture market’s imagination. Such organizations with satisfied employees will record low levels of production or delivery. They will also record lowest levels of attrition. And if they want to acquire and maintain leadership in the market place, they may even pass on such lower costs to their customers as well.

Customers will be totally awed by such organizations producing zero defect products or delivering zero defect services at a competitive price in market and they will be willing to recommend such products or services to others. The market will talk about such products or services automatically and without any appreciable spend on such efforts.

Such organizations will post record turnover and record profits year after year. Their market value will go up steadily. Their share holders will be rewarded handsomely by way of distribution of profits (cash dividends and bonus) and also capital gains. Naturally their shareholders will consider their investment in such organizations as successful investment.

Consider for a fleeting moment, an organization with dissatisfied employees. They will not only not deliver their best but also disturb or prevent other employees from delivering their best. In such organizations, zero defect products or services will not be delivered in the first place. Many reworks will be done at a higher cost. Naturally the cost of final product or service will be high. To meet the competition in the market place this organization will have to reduce its margin. The customers will not be happy with defective products or services. Therefore they will not recommend to others. The financial performance of the organization will not be remarkable. The shareholders will be totally discontent with their investment in such an organization.

Hence if any organization wants to be successful and make its shareholders satisfied, it should focus on its employees first and foremost.

You may agree!