The Power of Policies: How Corporate Polices Shape Client and Employee Experiences

Power or Policy Blog Image, two people working at conference table

In A/E/C operations, corporate policies are the backbone of a company. They guide workflows, provide a framework for decision-making and actions, and shape the experiences of both clients and employees. When crafted thoughtfully and implemented effectively, policies can streamline processes, minimize errors, and optimize resource allocation, thus enhancing operational efficiency.

Operational efficiency directly influences the client experience. Sound procedures establish systems that streamline administrative processes, provide adequate support, and create space for employees to focus on clearly defined goals. Effective policies ensure appropriate staff levels, balance workload, and focus company services in the areas in which they excel. This, in turn, ensures that clients receive high-quality products, prompt response, and timely delivery.

Useful policies also bring benefits to employees. Streamlined processes reduce workload, appropriate staff levels ensure work-life balance, and understanding a role reduces stress. Coupled with fair compensation and opportunities for professional growth, which are good examples of beneficial corporate policies, operational efficiency measures increase both employee satisfaction and retention.

This creates a positive cycle. When employees feel engaged and valued, and when they feel supported, they are more motivated and able to perform at their highest level. Work product improves and client needs are exceeded. Thus, clients are happy and more likely to retain the company’s services.

In today’s competitive business landscape, the importance of this interconnected relationship cannot be overstated. Therefore, organizations must continuously evaluate and refine their policies to ensure that they align with the goal of delivering exceptional experiences. This includes soliciting feedback from both clients and employees to better understand needs and to identify areas of improvement. Companies must then create and implement better procedures and ensure that every employee understands and complies with the changes. This is the only way to ensure that a company is never stagnant.

About Michael Earley, PE, LS

Michael Earley, PE, LS is Fuss & O’Neill’s Chief Engineer. Michael is responsible for developing, implementing, and overseeing standard operating procedures, the firm’s QA/QC process, and resource allocation methods.

About Kathy Nanowski, MBA, CPSM

Kathy Nanowski, MBA, CPSM is Fuss & O’Neill’s Director of Marketing and Business Development. Kathy developed the firm’s Client Experience Program, works closely with the Human Resources Department to ensure employee satisfaction, and develops and implements business policies that drive company goals.

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