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Management by Walking (MBWA)
Posted Date:
Total Responses: 0
Posted By: RK Member Level: Diamond Points/Cash: 4
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The ground floor branch office of HSBC at Fountain in Mumbai is buzzing with activity, and nobody misses a beat even when Senior Manager (western India) Rohit Bhargava put in an unscheduled appearance. Every one knows Bhargava is just ``walking-the-job''.
``Walking-the-job is a tool which is imbibed in HSBC's culture and it enables one to keep a direct contact with employees,'' says HSBC's Bhargava, pointing out that there is no fixed agenda for when a manager can or must walk-the-job. Adds HSBC manager HR planning and policy, John Curicatt: ``Walking-the-job is common lingo at HSBC, and new recruits are briefed that they must `walk the job'. ''While walking-the-job was formally defined a few years ago as part of the bank's global philosophy, it has now become part and parcel of HSBC's culture.
`While walking the job, I know exactly who is doing what. However, I do not keep a fixed time. Being around at different times takes the employees off-guard-so they are not prepared with ready answers. I talk to the employees and get to know if there is any problem and how that can be sorted out,'' says Bhargava.
He adds a caveat: ``However, this is not intended to disturb employees if they are busy with customers. An employee is free to tell me that he cannot talk now as he has to attend to a customer-which is fine, as the customer comes first.''
Nor does walking-the-job only mean writing a note in an individual employee's appraisal on the basis of walk-about observations. It also means that the boss' door is flung open-and not just figuratively-for any colleague or employee to come in for a direct heart-to-heart talk. It is thus a method which helps breaks walls between peers, employees and the bosses.
`Instead of telling my secretary to bring me a particular file from a particular drawer, I myself go and fetch it. I thus walk-the-job,'' elaborates John Curicatt. This way, Curicatt says, he gets an opportunity to judge the atmosphere outside his cabin-and also hold short professional chats with employees outside.
Currently, HSBC employs close to 2,000 staffers in India. Many of whom, right now, are walking-the-job.
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