HR Corner Top awards encourage performance by Charles Mak Employees as valuable as silver, gold and diamonds Many corporations have in place staff award schemes to reward performance and contributions. It follows that the fewer the awards, the more significant their meaning. In recognition of staff achievements, NWS Holdings Limited recently held its "Outstanding Employee Grand Awards". Each year only 18 of the group's 42,000-plus managerial, office and frontline employees, spread across mainland China, Hong Kong and Macau will receive the prestigious silver, gold and diamond awards for their contributions to the group's success. "Our awardees are top-notch high-achievers. We want to openly reward their good work," says Elina Lam, general manager, human resources, NWS Holdings Limited. "Also, we aim to make it a learning experience for all and take the opportunity to cultivate a service culture because most of our businesses revolve around customer service." In the long run, Ms Lam believes, the company's award system will also help motivate staff and encourage loyalty. "Outstanding performance does not go unnoticed" Best of the best This year a total of 55 employees from the group's 28 affiliated companies and subsidiaries in the three regions were nominated by their supervisors and colleagues. The awards are given based on a set criteria, to allow for the wide range of areas NWS Holdings is involved in. "Adjustments can be made to the criteria in accordance with the location of each subsidiary and the nature of its business," Ms Lam explains. Once nominated, employees go through a panel interview conducted by the group's senior executives and a one-on-one interview with executive directors. During the interviews different aspects are focused on depending on the nature of the employee's duties. Managerial staff, for example, may be asked to share their experiences in people management, discussing their leadership, motivation and influence skills. In turn, frontline staff are often quizzed on their experiences in customer service. Topics of discussion may include how to upgrade service levels or how to exceed customer expectations. For office staff, the focal points might be team spirit, communications skills and influence abilities. To encourage dialogue, Ms Lam says, "The interviews are conducted in a casual manner so that employees can feel more comfortable discussing their achievements and aspirations." Emily Chan, a corporate communication officer at NWS Holdings is the proud recipient of a gold award. She says, "I've always emphasised the importance of teamwork and adhered to my role and functions." Constantly working under tight deadlines, Ms Chan believes it is vital to maintain a positive attitude, especially when working as a team. "Our attitude and behaviours can effectively influence others. If we remain positive no matter how stressful the situation is, we can truly make a difference." She also believes that the award increases loyalty towards the company. "Our efforts are acknowledged and so we are motivated to continuously offer excellent performance," she says. The company's management puts great emphasis on the annual awards. This year, for example, NWS Holdings chairman Henry Cheng made it a point to present the awards to the recipients himself. Over 500 people congregated at the Hong Kong Convention and Exhibition Centre to celebrate these exceptional employees. True value The number of awards is strategically set to a minimum to encourage staff performance and increase the significance of receiving one. According to Ms Lam, however, everyone has a chance. To help employees excel in their positions and increase their chances of success, NWS Holdings has an assessment system which allows supervisors to gain a clear view of employee performance. A staff promotion and development plan is drafted for each employee and they are advised to discuss their performance regularly with supervisors. There is also a mentoring scheme under which employees are assigned two mentors who offer them guidance in their work. "But the competition for the awards is really very keen," she remarks. Awardees are furnished with a trophy and a generous cash prize. Though perhaps more important, Ms Lam says, is the benefit of recognition for their impressive performance in the wider community. "Each year, the event is reported in the media as well as our internal newsletter New Voice. Awardees' family members and friends are also invited to participate in the event to share their glory." Even though the award is not linked directly with job promotion, Ms Lam emphasises that at NWS Holdings outstanding performance does not go unnoticed. Salient points Number of awards strategically set to a minimum to encourage staff performance and increase the significance of winning one Selection criteria adjusted according to the location of each subsidiary and the nature of its business Awardees' family members and friends invited to the event to share the glory Taken from Career Times 8 June 2007, p. A20 Your comments are welcome at [email protected]