Page 37 - Enterprise Engagement and ISO Standards eBook

Enterprise Engagement and ISO Standards

FIGURE 4: ENTERPRISE ENGAGEMENT: ALL LEVERS OF ENGAGEMENT ARE LINKED

The ISO Quality Management principles published in 2012 recommend seven principles for
organizations seeking to build quality management into their organizational culture. Four of
the seven specifically address the need to engage not only employees but customers,
distribution partners, vendors and communities around common values and goals. A
primary conclusion: It’s not just a question of employee engagement, but of all people
involved with an organization. The ISO authors speak of the need to integrate and align the
various ways organizations recruit and train management and staff, conduct assessments,
communication, inform, foster collaboration and innovation, reward and recognize and
measure results.
Going beyond the ISO Quality Management Principles in detail, the ISO 10018 standards
prescribe an approach that integrates all issues organizations address that traditionally get
siloed so that all activities are aligned around common expectations and values. (See
https://www.iso.org/news/2012/10/Ref1663.html.) The process starts with having clear
values and expectations (embodied in a brand proposition), and then a formal, ongoing
strategy and tactics to address the following:

• Attitude and motivation
• Awareness
• Communication
• Creativity and innovation
• Education and learning

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