Does Your Company - ServiceMatters.com - Whirlpool Corporation

WHIRLPOOL
CORPORATION
Whirlpool Corporation
553 Benson Road
Mail Drop 8020
Benton Harbor, MI 49127
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Fax: 269‐923‐5342
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“Win-Win,” Cont’d from Page 1
The in‐home office employee is
asked to perform the normal office
tasks and phone duties directly
from their “home” office. This
again does seem risky. How do
we know they are working and not
just “relaxing at home”? Well,
thanks to the much improved cyber
technology, that is not an issue.
The home office is equipped
with all the computer and phone
equipment that is present at the
business office. A simple connection
to a high speed data and
phone line completes the employee’s
virtual attachment to the
business. Once they log in, all
their time spent on phones and
computer
metrics
can be
monitored.
It may
not
Example home office
seem that there is a financial advantage
to the in‐home office employee.
Either way, you still pay
their hourly wages. What about
the need to visually manage them
at the business office site? As it
turns out, those phone agents are
over 20 percent more productive
at home than at the office! Once
again, interaction with that many
more customers increases efficiency
and improves profitability.
All employers should review the
local and national DOL and zoning
regulations, as well as insurance
coverage and liability exposures.
By working from their home, employees
reduce travel stress, increase
company productivity and
profitably, while decreasing the
impact automobile pollution
causes our environment. All
of this, at minimal risk to the
employer. A negative case
could be made that they may
feel a personal disconnection
to the company team. Of
course, this is an argument
won by effective phone
meetings, on‐line chats and
even webcams! While remotelybased
employees may be less able
to bounce ideas and suggestions
off their peers and get immediate
feedback “around the watercooler,”
when you realize
the commute to
work is just down the
hall or stairway —
dressed in the most casual
clothes, at that —you can
imagine this makes it all worthwhile!
In short, we like to think many
service businesses can benefit
from at least a few in‐home employees.
A win for the company in
a more flexible workforce, improved
efficiency, reduced overhead
cost and increased bottomline
profits. And, a win for the employee
in less hassle and wasted
emotional stress created by everyday
travel and local office politics
and a cleaner environment. It is
definitely worth exploring within
your company. You just may find
that the successes outweigh the
failures, at a minimal risk to all
concerned, and without compromising
your company goals, values
and integrity to your customers.
Cliff Chewning,
Regional Service Manager
©2010 Whirlpool Corporation July 2010