Page 25 - Enterprise Engagement and ISO Standards eBook

Enterprise Engagement and ISO Standards

• The focus is on engagement across the enterprise, not simply on employee,
customer, or distribution partner engagement, versus the tendency to separate
these issues by human resources, marketing, sales, etc.

• Engagement is seen as a process that requires the integration of numerous
engagement “levers” – good leadership, assessment, communication, learning,
innovation and collaboration, rewards and recognition, analytics, etc. Many
traditional approaches tend to focus on one aspect of engagement, such as
leadership, surveys, training, rewards, community, etc., or address these in different
silos.

Like other ISO standards, ISO 10018 addresses the scope and details of the standard and
how it can be implemented. Each section of the standard offers a process and guidelines for
implementation. Chapter 5 of this e-book offers excerpts from the ISO standard that are
useful in gaining a sense of how it is structured and the level of detail the ISO provides.
ISO 10018 both describes each element of the standard and contains detailed instruction on
the means of implementation. The similarities between the implementation process this ISO
standard proposes and the EEA’s own Enterprise Engagement Implementation Framework
(Figure 1) are many.

FIGURE 1: ENTERPRISE ENGAGEMENT IMPLEMENTATION FRAMEWORK

Nine of the ten elements of the Enterprise Engagement Implementation Framework are
discussed in ISO 10018 directly. For example, in section 4 on the roles and responsibilities of
leaders, ISO 10018 states: “Leaders should encourage people to assume responsibilities and

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