Inside Asian Gaming

IAG SEP 2021年9月 亞博匯 63 專欄 With the right people who possess the right attitude and aptitudes in place, IR exceptional work environment best practices and processes can be implemented company-wide. The exceptional work environment will help attract the best team members and ensure that those selected are welcomed on-board, treasured, cared for, nurtured, developed and ultimately retained in the long run. PUT GOOD PEOPLE UP AGAINST A BAD PROCESS AND THE BAD PROCESS WILL WIN EVERY TIME Many IR operators will say they have all aspects of best practices, and more, in place. That may be true, however inmy experience, many IRs have badly designed, poorly implemented and uncontrolled processes and practices in place, and as a result, they are ineffective. Far too often, top leaders do not understand the importance of team member satisfaction, an exceptional work environment and the overall impact on the bottom line. Many top IR executives understand the cost of everything but not the value of the establishment and maintenance of an exceptional work environment. Instead, they consider its implementation unnecessarily costly and that it should be the responsibility of the HR Department. This is a common and critical mistake. A guy I know once said, “Success as a Senior Executive in the IR business is all about sincerity. Once you learn how to fake that, you’ve got it made.” Unfortunately, this joke appears far too often in reality when it comes to creating an exceptional work environment. Often IR senior executives delegate best practices and processes to HR and others, telling them to go make it happen and only to call if they need some extra help or to hand out teammember awards. That just won’t cut it in these challenging times. A stand-out exception to this is Rob Goldstein, Chairman and CEO (until recently President and 誰要負責創設卓越的工作環境？ IR的每位成員，從最高領導層到前線團隊成員，以及外包 服務供應商，都有責任創設卓越的工作環境。團隊中每位成員 如何一起工作、溝通、支持和互相尊重，都會影響工作環境。當 IR擁有數以千計的團隊成員時，這是十分難做到的，但這是可 能做到的。那首先要遵循我在「人力資源」一文中所提及的IR 招 聘最佳實踐和流程，在各個級別上招聘最優秀的人才。 擁有具備正確態度和能力的合適人員時，企業可在全公司 範圍內實施IR卓越的工作環境之最佳實踐和流程。卓越的工作 環境將有助於吸引最優秀的團隊成員，並確保這些被選中的人 才獲歡迎、珍惜、照顧、培養、發展，並最終在企業內長期工作。 將優秀人才放在惡劣的制度中，惡劣的制度每次都會獲勝 不少IR營運商都說其在各方面都有最佳實踐，而且未來將 有更多。這可能是真的，但根據我的經驗，不少IR都落實了設計 不當、實施不力且流程難以控制的實踐方法，因此這些實踐都 變得無效。很多時候，高層領導不了解團隊成員滿意度、卓越的 工作環境以及此對盈利目標影響的重要性。許多IR高管明白了 解一切事項的成本，但就是不明白建立和維持卓越的工作環境 的價值。相反，他們認為相關的實施成本是不必要及高昂的，並 且這應該由人力資源部門負責。這就是一個常見且嚴重的錯 誤。 我有一位朋友曾說：「作為IR業務的高級管理人員，成功的 關鍵在於真誠。一旦你學會如何表現出真誠，你就成功了。」