HR Corner Global company creates local HR solutions by Alex Chan Multinational develops successful practices from within All businesses face potential disruption when they implement new change, especially if the new practices are not as effective as first envisaged. Nowhere are these risks more apparent than in the area of HR, where changes in policy can have a negative impact on both employees and productivity. Ricoh Company Limited, with operations all over the world, has therefore developed its own open communications network to allow HR managers to learn from the experiences of their global counterparts and ensure pitfalls are avoided. "Utilising our international network, we have good communication links with our sister companies, giving us the ability to learn from colleagues in the United States, Australia and Japan," says Irene Lee, senior manager of central services at Ricoh Hong Kong Limited. This gives HR managers the opportunity to share the results, both positive and negative, of new techniques. It is also a tool for each manager to receive professional advice from highly experienced colleagues. In addition, Ricoh holds an annual Asia-Pacific HR conference, which brings together managers from associated companies throughout the region. The conference allows attendants to share experiences and is a forum to promote success and new applications, which can be implemented in other countries. We have a learning culture to help staff to reach their potential Rewards and recognition Ricoh Hong Kong has also developed an extensive employee recognition programme, which has been set up to reward strong performers and motivate all members of staff. One facet, of which they are justly proud, is the Secret Admirer programme. This was established to recognise members of staff who serve internal customers. "We always recognise the 'heroes' of the team, the salespeople who make the highest sales or the technicians who receive the best customer feedback. But, we feel that the supporting team deserves recognition too," says Aaron Yim, managing director of Ricoh Hong Kong Limited. Under the Secret Admirer programme, employees are asked to nominate a member of the support team whose work they most appreciate. The people who receive most nominations will receive surprise gifts such as flowers, chocolates or cakes. The programme, though, is not just about the gifts. It is more a way for the support team members to realise that their work is appreciated by their peers. The programme is part of the company's philosophy of balancing monetary rewards with recognition. As with the annual "Excellency" awards handed out to employees in specific areas such as customer service, Ricoh also allows the recipients to shine in front of their peers. "We interview the winners on video, and ask them to share their experiences, views, passions and keys to success," Mr Yim explains. "We then circulate the video among our staff. This allows the individuals to feel a sense of empowerment while giving other staff the chance to learn from their success." More than training Mr Yim adds that one of the reasons Ricoh was named as the best employer in Hong Kong in 2005 by Hewitt Associates is their emphasis on employee development. "We don't talk about training. Instead, we talk about development because then the scope for improvement becomes much wider," he says. For example, besides an on-going training programme to improve product knowledge and customer service, the company also uses job rotation schemes and team projects. The use of teams and task force is important because it allows staff to learn from and work with people from different backgrounds, also giving them the opportunity to develop leadership skills. Employees are often so immersed in their specific roles that they do not have the chance to develop new management skills. However, the use of the project teams promotes a cross-working culture that allows employees to think and work outside the box. "We are creating a dynamic organisation, which allows staff to develop and get exposure to new ideas and techniques," says Ms Lee. "We have a learning culture to help staff to reach their potential and move forward in their careers," Mr Yim adds. Salient points - Global companies can use their network to learn from other parts of the organisation - Conferences allow department heads to share and learn from experienced HR professionals - Giving recognition to all levels of staff allows employees to feel appreciated whatever their roles - Recognition and monetary rewards can both motivate effectively - Employees development involves through broad exposure and building leadership qualities Company Profile Industry: Document management solutions Number of employees: Over 75,000 worldwide Regions of operations: Americas, Europe, Asia-Pacific, China and Japan Headquarters: Singapore (Asia-Pacific), Tokyo (worldwide) Founded: 1936 in Tokyo, Japan Founder: Kiyoshi Ichimura President and COO: Masamitsu Sakurai Taken from Career Times 28 July 2006, p. A20 Your comments are welcome at [email protected]