by William F. Molloy
The cavernous room resembles a secret underground command center. Rows of video monitors line the edge of a giant screen with cylindrical images of the earth highlighted in bright flashing colors. A raised platform in the center of the room houses two technicians behind endless columns of keyboards and telephones. On the outer edge of the room is a glass wall sealing off a large conference room that looks out into the buzz of activity. A national defense center? A clandestine intelligence gathering operation? No. This is just part of a corporate information systems operation for a company passionate about taking care of customers, exceeding quality standards, and staying on the leading edge of its business.
Hewitt Associates, headquartered outside Chicago, is one of the largest benefit administration firms in the world. In the last five years they have more than doubled in size to 10,000 associates (they don't call them employees) in 34 countries with over 2,400 clients. How did they achieve such success? One of the key elements in their growth has been their attention to providing high quality service to customers. The formula is simple. Growth and profit are directly linked to effective leadership and empowered employees.
Five years ago senior management at Hewitt Associates saw a growing interest in corporations to outsource the administration of their employee benefits programs (401K, retirement, etc.). Knowing that offering this service in and of itself would not differentiate them in the marketplace, Hewitt's senior management invested heavily in technology and people. The command center is the result of the technology investment. The glass walled conference room is the result of the people investment.
Clients regularly meet in the conference room to constantly help Hewitt improve its methods of delivery and service around the globe. The glass wall works both ways. Clients see what Hewitt is doing to help them monitor thousands of employee benefit packages. At the same time Hewitt associates see the clients meeting in the next room to provide input and ideas on they can do a better job. Both groups feel they are working toward the same goals.
Hewitt leadership focuses on creating a work environment where associates want to come to work and feel good about what they do. This spirit enhances their ability to deliver superior service and creates enthusiastic customers. This combination has produced record growth and profit. |