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The concept of autonomy has significantly influenced corporate strategies at companies like Best Buy and Zappos. At Best Buy's corporate headquarters, most employees operate in a Results Oriented Work Environment (ROWE), where they put in as much time as it takes to do their work. This has led to a 35% increase in productivity and significantly lower turnover. Similarly, Zappos' call-center employees don't follow scripts, and their calls are not monitored or timed. Their job is to serve the customer, regardless of how long it takes. This approach has resulted in minimal turnover at Zappos, unlike most call centers which have high annual turnover rates.
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Organizations that have found inventive, even radical, ways to boost autonomy are outperforming their competitors. At Best Buy's corporate headquarters, most of the employees have abandoned a regular work schedule and instead operate in a ROWE—Results Oriented Work Environment. Salaried people put in as much time as it takes to do their work; hourly employees get to choose when they work. Productivity has increased by 35% and turnover is significantly lower. Similarly, the call-center employees at online shoe retailer Zappos don't follow scripts, and their calls are not monitored or timed. Their job is to serve the customer, whether it takes a minute or an hour. Unlike most call centers, which have high annual turnover rates, turnover at Zappos is minimal.
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Daniel Pink explains the new insights into human motivation uncovered by behavioral scientists and shows how you can tap into the human desire for aut...
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