Engaging employees helped the City of Irving, a US Municipality, achieve its mission of providing exceptional customer service. Initiatives taken included: a) Linking personal work plans to the strategic plan - helped employees see how their work fitted into the big picture, set expectations for performance and formalised incentives for achievement; b) Made employee recognition a high priority; c) Changed the culture from being entitlement driven to incentive-driven with customer service at the...

BPIR Categories

9.6.2 Manage employee satisfaction
9.7.1 Encourage employee involvement and feedback

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