Implementation of Employee Suggestion

Program: A Case Study of the Middle East

Health-Care Service Company

Assessment 4
PRJ5002 Enterprise and Resource Planning
Name:
Student Number:
Word Count: 2680
Contents
1. Introduction........................................................................................................................3
2. Importance of Employee Engagement..............................................................................3
3. Innovation and Change......................................................................................................4
4. Information Management System......................................................................................4
5. Organization Structure.......................................................................................................5
6. Process Flow.....................................................................................................................5
7. Problems and Challenges at NOVA with the Employee Suggestion Program..................6
8. Engagement through Fun-Loving Culture..........................................................................8
9. Employee Empowerment Strategies.................................................................................8
10. Recognition....................................................................................................................9
11. Challenges for Managers in Emerging Economies Driving Long-Term Excellence......9
12. Critical Success Factors, Barriers and Outcomes of Employee Involvement in Driving
High Performance....................................................................................................................10
13. Conclusion...................................................................................................................11
Bibliography.............................................................................................................................11

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1. Introduction

The healthcare sector, a vital industry with unique challenges, is experiencing rapid global
growth. This case study focuses on the implementation of an Employee Suggestion Program
(ESP) called Minara at NOVA, a leading healthcare service provider in the Middle East. The
case highlights the importance of employee engagement in fostering innovation and achieving
organizational success. The study revolves around the NOVA Healthcare Service Company,
aiming to leverage employee talents and innovative ideas through the Minara Program to
enhance service outcomes and align with the Middle East's Healthcare Vision 2030. It also
details NOVA's strategic objectives, sustainability initiatives, commitment to quality, social
responsibility endeavors, governance, and various recognitions received for excellence. Despite
the commendable accomplishments of NOVA, there were hurdles encountered by Ms. Fatima,
the Excellence and Innovation Manager, while striving for the efficient implementation of the
Minara Program. The case study also explains the transformational journey and approach of
Ms. Fatima to redesign the Minara Program.

2. Importance of Employee Engagement

Employee engagement has emerged as a critical element in driving organizational success

across various industries, including healthcare (Szilvassy & Širok, 2022). It goes beyond mere
job satisfaction and involves a deep commitment to the organization's goals and values. An
engaged workforce demonstrates a heightened level of enthusiasm, motivation, and dedication
to their work, ultimately leading to significant benefits for the organization. The success of an
organization relies heavily on the productivity of its employees, which can be significantly
enhanced through their commitment to the organization (Sarangi, 2020). A culture that fosters
engagement encourages employees to share ideas and actively participate in problem-solving,
leading to greater innovation and creative solutions. This is critical for organizations to stay
ahead of the competition and adapt to changing market conditions. A workforce with high
engagement levels fosters a positive workplace culture that encourages collaboration, open
communication, trust, and mutual respect among employees. This culture, in turn, strengthens
team dynamics and overall organizational cohesion, leading to improved employee satisfaction
and retention rates (Chakraborty & Ganguly, 2019). Investing in employee engagement
strategies can result in better financial outcomes and a stronger reputation for the organization,
as well as increased productivity, commitment, and efficiency.

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3. Innovation and Change

Innovation, by its ability to constantly introduce novel ideas, methodologies, and advancements,
serves as an essential component in obtaining and sustaining a competitive advantage within
any field or industry. Its capacity to generate unique solutions, streamline processes, and create
groundbreaking products or services is pivotal in setting entities apart from their competitors and
ensuring their continual growth and success in a highly dynamic landscape (Iqbal, et al., 2013).
Therefore, in a rapidly changing environment, embracing change and fostering innovation
stands as the primary element in modern business practices. It serves as the key facilitator for
firms to accomplish their strategic goals and objectives on a long-term basis (Appelbaum, et al.,
1998).

The healthcare sector operates under constant pressure to deliver high-quality services while
facing resource limitations. Numerous challenges, including an aging population, an increase in
long-term conditions, shortages of healthcare professionals, rising public awareness and
expectations, and recent pandemics like COVID-19, further compound these difficulties.
Consequently, there is an urgent need for innovation in healthcare. Industry is continuously
evolving, with new diseases, treatments, and technologies constantly emerging. Innovation
plays a crucial role in addressing these challenges and improving patient outcomes by
empowering patients, advancing medical research, and enhancing the overall efficiency and
effectiveness of healthcare delivery. Moreover, the strategic management of human resources,
resource allocation, and stakeholder engagement are integral components essential for
catalyzing and sustaining healthcare innovation within this landscape. Recognizing this trend,
our case organization, NOVA, promptly acknowledged that without heightened employee
engagement, service-oriented companies would struggle to keep up with the demands of a
technologically advanced world. As a solution, NOVA introduced an Employee Suggestion
Scheme (ESS), aiming to not only bolster the healthcare services sector but also maintain its
unique strengths in gaining a competitive edge.

4. Information Management System

An Information Management System (IMS) is a critical infrastructure within organizations,

centralizing data and resources to enhance planning, communication, and performance
(Moussa & Arbi, 2020). By enabling streamlined access to pertinent information, an IMS fosters
collaboration among employees, facilitating knowledge sharing and organizational learning.

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 The IMS served as a centralized platform where employees could access information related to
the Minara Program. This centralized hub eliminated confusion caused by scattered information
sources, ensuring that all employees had access to consistent and accurate details. The IMS
streamlined the idea submission process by offering a user-friendly interface. Employees could
easily submit their innovative ideas through this system, eliminating paperwork and
administrative hassles. With the IMS, the submitted ideas became visible to relevant
stakeholders and decision-makers. Line managers and committee members had access to the
submitted suggestions, enabling transparent evaluation and feedback processes.

5. Organization Structure

NOVA's organizational structure comprises two key groups: the jury, consisting of top-level
committee members, and a specialized workgroup comprising line or department managers.
The aim is to ensure full employee participation, promoting a collaborative environment for
generating and implementing innovative ideas to enhance NOVA's functions and services.

6. Process Flow

Leaders and line managers were integrated into the evaluation process, allowing for a more
comprehensive understanding and assessment of ideas. This inclusion of various hierarchical
levels helped mitigate biases from a singular perspective. The one-person filtering process was
restructured to involve a committee with diverse perspectives and expertise. This committee
facilitated a more thorough assessment of ideas and ensured that various viewpoints were
considered before making decisions. Furthermore, to mitigate subjective judgment and
communication issues, a set of predefined evaluation criteria was introduced, including
feasibility, financial viability, and potential benefits to NOVA. These criteria ensured a
standardized approach to assess ideas uniformly. To enhance understanding and abilities in
assessing ideas effectively, training sessions were conducted for leaders and focus groups,
fostering accountability and promoting fair review and action on suggestions.

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7. Problems and Challenges at NOVA with the Employee Suggestion Program
Problems and
S. No Analysis of Issue
Challenges
The lack of adequate communication or
Lack of
promotion about the program resulted in
adequate
1. low awareness among employees, leading
communication
to a limited understanding of the program's
and Awareness
benefits and its potential impact.
In the case study, keeping employees
engaged was identified as a significant
Decreasing
challenge faced by Ms. Fatima, the
2. Employee
Excellence and Innovation Manager at
Engagement
NOVA, particularly concerning the
implementation of the Minara Program.
3. Limited The decision-making process was biased
Expertise and due to a lack of diverse perspectives in
Diversity in evaluating submitted ideas. The
Evaluation suggestions were received by a committee
Committee in the HR department and only one person
was responsible for the screening of the
ideas. The suggestions were not reviewed
by the leaders and line managers capable
of better understanding and evaluating the
Recommended Actions
 Establish a comprehensive communication strategy
utilizing diverse channels such as emails, intranet
platforms, and newsletters to effectively distribute
essential information regarding the program.
 Arrange interactive engagement sessions, workshops,
and Q&A sessions to enhance comprehension of the
program's objectives, benefits, and success stories,
fostering two-way communication to encourage
feedback and clarification.
 Foster employee ownership within the Minara Program
by granting decision-making power and ownership of
ideas, encouraging a sense of responsibility and
purpose among employees.
 Provide timely feedback on all submitted ideas,
irrespective of implementation, to enhance the sense
of involvement and importance of contributions.
 Maintain transparent communication regarding the
program's progress and emphasize the positive
impacts of implemented ideas to reinforce its value
and significance.
 Encourage the formation of a multidisciplinary team to
review and assess submitted ideas, ensuring fair and
comprehensive evaluations.
 Implement a structured review process involving
different managerial levels to assess the submitted
ideas thoroughly.
 Foster a culture of open communication and inclusivity
to encourage different viewpoints and approaches
during idea evaluations.
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 ideas.
Some ideas were often overlooked or
disregarded because of unclear
communication between the sender and the
Unclear
4. recipient. Employees were unclear about
Communication
the evaluation process and rarely received
feedback on their submitted ideas,
discouraging further participation
Lack of training resulted in the inability of
committee members and managers to
evaluate ideas effectively. This led to
Need for
biased decision-making, overlooking
Training and
5. potentially valuable suggestions. Also,
Skill
Employees may hold innovative ideas but
Development
might not effectively convey them due to
inadequate communication skills, resulting
in missed opportunities for improvement.
The incentives or rewards for sharing
knowledge were not well-defined or
apparent, employees might have been less
Undetermined
6. inclined to share their expertise, insights, or
Incentives
implicit knowledge, which could have been
valuable for the organization's growth and
improvement.
 Establish a transparent and collaborative
communication system.
 Involve leaders and line managers for clearer
communication channels and better oversight.
 Encourage direct interaction and feedback mechanism
between idea senders and the evaluation team to
clarify submissions and enhance comprehension.
 Implement comprehensive training programs focusing
on communication and evaluation techniques.
 Bridge skill gaps and empower employees to actively
contribute to innovation initiatives.
 Enhance decision-making through improved skills and
a culture supportive in innovation.
 Establishing evaluation standards to standardize
decision-making processes and mitigate bias
 Create awareness about the reward system through
diverse communication channels such as emails,
intranet announcements, and team meetings.
 Showcase success stories of rewarded employees to
emphasize the program's significance and encourage
participation.
 Encourage senior management involvement in
knowledge-sharing endeavors to underscore its
importance within the organization.
 Implement internal platforms like wikis, forums, or
mentorship programs to foster collaboration and
facilitate knowledge exchange among employees.
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8. Engagement through Fun-Loving Culture

Recognizing that traditional incentives like pay might not be the sole driver for workplace
satisfaction, she aimed to create a work environment that combined enjoyment with productivity.
To achieve this, she introduced the "Innovation Stock Exchange Idea" that utilized an innovative
currency index to foster a fun-loving culture. Employees were incentivized to contribute ideas,
with each idea earning them points in the employee stock basket. If an idea progressed to
higher levels of review, the points would increase, creating an environment that valued active
participation and contribution. The innovation currency index, calculated based on employee
participation, aimed to reward and recognize those actively involved in generating innovative
ideas. Additionally, an ethical copyright system was implemented to protect both employee and
company rights over the suggested ideas, regardless of an employee's tenure at the
organization.

9. Employee Empowerment Strategies

Empowered employees are engaged employees. They are active participants in their work,
contributing to decision-making, problem-solving, and goal-setting processes. This involvement
is fueled by delegated power, allowing them to take initiative and make informed choices. By
increasing responsibility and improving work quality, employee empowerment fosters a positive
attitude towards the organization (Tanjeen, 2013).

At NOVA, Ms. Fatima implemented empowering strategies with the aim of creating a stimulating
environment for global innovations. The organization structure at NOVA consists of a jury
committee as top managers and a specialized work group comprising line managers or
department managers. This structure facilitates effective decision-making and collaboration
within the organization. To foster employee engagement and ensure the continuity of the
program's success, NOVA introduced innovation values. These values aim to involve
employees in the decision-making process and emphasize four pillars: persistence, team spirit,
empowerment, and knowledge and learning. All employees at NOVA, regardless of their
managerial level, are eligible to participate and submit suggestions, promoting a culture of
inclusivity and encouraging contributions from all members of the organization..

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10. Recognition

Humans crave recognition and validation from an early age. This yearning continues into
adulthood, especially in the professional realm. Organizations can leverage this desire through
employee recognition, which encompasses all forms of appreciation for employee contributions,
both with and without monetary rewards. Employee recognition serves multiple purposes,
including the retention of top talent, increased employee engagement, and the encouragement
of high performance. The significance of consistent recognition is evident from the feedback of
over 700,000 survey participants, emphasizing its positive impact on employee satisfaction and
productivity (Hastwell, 2023).

Recognizing the detrimental effect of undefined rewards on knowledge sharing, Ms. Fatima
implemented a comprehensive system of recognition and incentives to boost participation. A
pivotal element was the creation of "Appreciator," a playful mascot embodying the program's
spirit. Through regular emails, Appreciator lauded the most innovative individuals, presenting
them with certificates of appreciation and adding a touch of fun to the recognition process.
Furthermore, NOVA established the Minara program, fostering a culture of recognition by
offering diverse awards in various categories. This included accolades for "Best Idea," "Best
Implementer," "Best Supportive Manager," and "Best Project," among others. This multifaceted
approach celebrated the full spectrum of employee contributions, encouraging innovation and
exemplary performance across the organization.

11. Challenges for Managers in Emerging Economies Driving Long-Term

Excellence

The pursuit of organizational excellence in emerging economies presents several challenges for
managers in Human Resource Management (Taha & Taha, 2022). These challenges often
include a focus on immediate results, which stems from rapid changes and economic
uncertainty, compelling managers to prioritize short-term gains over long-term investments in
talent and innovation (Laverty, 1996). Talent acquisition and retention become a critical
dilemma, as attracting and keeping high-caliber employees in a conducive environment for
growth and satisfaction is essential for sustained excellence. Managing cultural diversity,
encompassing various languages and communication norms becomes imperative to ensure
effective communication among teams (Urme, 2023). Limited access to relevant information and

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 resources poses a hurdle for staying updated on best practices and driving excellence
initiatives. Moreover, stakeholder management, involving diverse entities such as government
bodies and local communities, requires adept communication skills to address their needs and
concerns effectively, as failure in this area might impede progress toward long-term excellence.

12. Critical Success Factors, Barriers and Outcomes of Employee Involvement

in Driving High Performance

Success Factors
 Empowerment and autonomy: Granting employees decision-making authority and
ownership fosters initiative, creativity, and responsibility.
 Clear goals and objectives: Providing a clear understanding of how employees' work
contributes to organizational success offers direction and motivation.
 Effective communication and feedback: Open, regular communication builds trust and
allows ongoing learning and improvement.
 Recognition and reward: Acknowledging and appreciating employee contributions
enhances engagement and motivation.
 Skill development and training: Investing in professional growth equips employees with
necessary skills for meaningful contributions.
 Supportive work environment: A positive, collaborative setting where employees feel
respected encourages creativity and high performance.
 Performance management: Transparent systems help employees understand
expectations and track progress, fostering continuous improvement.
 Alignment of personal and organizational values: When employee values match the
organization's, engagement and motivation increase.
Barriers
 Unclear goals and objectives cause misaligned efforts and decreased motivation.
 Poor communication and lack of feedback lead to misunderstandings and reduced
engagement.
 Lack of recognition and reward demotivates employees and lowers performance.
 Limited opportunities for skill development hinder effective contribution.
 Negative work environments demotivate employees, raising stress and lowering
productivity.

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  Unfair performance management undermines trust and motivation.
 Misalignment of personal and organizational values leads to conflict and dissatisfaction.
Outcomes
 Increased innovation and creativity from empowered employees.
 Improved productivity and efficiency in engaged employees.
 Enhanced problem-solving and decision-making with diverse perspectives.
 Reduced costs and improved quality with engaged employees.
 Increased customer satisfaction from better service and relationships.
 Improved employee retention and morale in supportive environments.
 Enhanced employer brand and reputation, attracting and retaining talent.

13. Conclusion

The case study sheds light on crucial aspects of effective employee engagement strategies
within a rapidly growing and essential industry. It offers a comprehensive view of how these
strategies are practically implemented, providing a bridge between theoretical concepts and
real-world applications. Through its exploration of the organization's challenges, ranging from
diminishing employee engagement to issues with goal clarity and inefficient evaluation
processes, the case study presents a multifaceted perspective on the complexities surrounding
engagement within an organization. Lessons learned from these challenges emphasize the
critical importance of effective communication, robust evaluation mechanisms, and transparent
reward systems within employee suggestion programs. Furthermore, it underscores the need
for a comprehensive and engaging communication strategy to raise awareness and boost
participation among employees. The focus on empowering employees and fostering a culture of
trust and innovation emerges as a crucial aspect in ensuring the success and sustainability of
such programs.

Bibliography

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