Workplace Excellence Makes the Difference in Tough Economy

Northwestern Memorial Hospital, Eved Services and ShoreBank Show How

By Alton Baird, Gerald E. Carducci, Jonathan Eisler, Suzanne Rybicki, Carol Semrad

"Those who keep their heads about them in times of crisis are often rewarded"

Turmoil in the financial system, job losses and business failures have forever changed our environment. Business owners and leaders are concerned about keeping their organizations afloat. Employees are concerned about declining benefits and 401K balances and personal finances.

How does one lead their organization through these challenges and keep employees motivated? For the Chamber's Workplace Excellence Committee it means providing relevant, timely resources and sharing best practices.

We talked with leading Chicago-area firms who shared their keys to achieving continued positive results during these challenging times. These companies truly understand that "people are our most important asset."

Northwestern Memorial Hospital
(2006 Chicagoland Workplace Excellence Award Winner)
Maria Lin, Director of Human Resources says the hospital continues to focus on what's important and re-allocates resources accordingly to get the best return on investment. The nursing staff is the primary "touch point" for patients and serves as the intermediary with physicians. During 2008, the Women's hospital performed over 12,000 deliveries and has seen shifts in the cultural communities it serves. Although their turnover rates are far below industry averages, it is still vital that clinical, communication and interpersonal skills are continually developed. Northwestern invested over 129,000 hours in 2008 in training and service excellence.

Eved Services
(2008 Chicagoland Workplace Excellence Award and 2009 Merrick Momentum Award) Founded in 2004, Eved is a technology-enabled, event service and destination management company. According to Talia Mashiach, CEO, the event industry has felt the effects of the current economic downturn. The key to Eved's ability to sustain success is its commitment to relationships: partners, clients and employees. Through a value system that embraces open communication, service quality and employees as assets, Eved has built a strong service-driven culture, where employees are willing to put forth the extra effort, change and support the efforts to survive. "Eved U" focuses on developing employees to build an inclusive culture and business skills, without large capital outlays. This program also helps produce highly engaged employees with multiple skill sets and the ability to capitalize on growth opportunities when many of its competitors are laying-off or closing their doors. Eved continues to realize 0% turnover.

ShoreBank
(2006 Chicagoland Workplace Excellence Award Winner)
Jay Colker, DM, Chief Learning Officer states that bank decisions are based on achieving a "triple bottom line:" what is good for the community, environment and financial performance. Technology and employee development continue to drive positive results, while many other financial institutions are relying on government assistance. "ShoreBank University" was expanded to build advanced business skills at all levels, and incorporate talent, performance and succession management pipelines.

By taking pre-emptive measures to the anticipated mortgage crisis, the bank moved customers from sub-prime adjustable to low rate fixed mortgages and implemented ShoreBankDirect.com, an online high yield savings account. In 2008 the strategies fueled the growth of new deposits to support more than $500 million in new community development and conservation loan originations as well as realize a profit.

The lessons from these three examples are clear. Organizations that retain their focus are intuitive in re-allocating, not slashing, resources to achieve the best ROI and walk-the-talk to create a positive, inclusive work environment are better positioned to have a bright future.

About the Authors
Authors Alton Baird, Dynamic Wellness; Gerald E. Carducci, G. Carducci & Associates; Jonathan Eisler, RAJ Associates; Suzanne Rybicki, General Growth Properties; and Carol Semrad, C. Semrad & Associates are members of the Chicagoland Chamber's Workplace Excellence Committee and collectively comprise the Leadership Team. As members of the committee, they identify new trends and practices in the workplace. They can be contacted at workplaceexcellence@chicagolandchamber.org.

 

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