Corporate Social Responsibility – it's a term that's been used to describe corporate attitudes and behaviors since the 1960's. It has often described the actions companies take to voluntarily address issues ranging from environmental topics to human rights, social welfare and philanthropic matters.
In 2010 the International Standards Organization defined the nature of Corporate Social Responsibility (CSR) as ISO Standard 26000, and provided guidance for integrating CSR into your company. In summary, CSR is a company's “commitment to sustainability, and accountability for the impact of its actions.”
A Quick Review
The term “sustainability” has definitions that vary with the topic of conversation. SustainableMeasures.com offers a concise overview and a schematic for understanding its many shades of meaning as applied to society, the economy and the environment. A few of the factors that contribute to sustainability include:
Availability of jobs that pay a good living wage. A community with few jobs or predominantly low paying jobs are, generally, not sustainable. Witness the scores of “rust belt” towns that closed their doors as the job market disappeared, the population moved away and urban decay set it. Having access to jobs that workers enjoy leads to greater economic success (sustainability) and greater job satisfaction.
Air and water quality – they're necessary for the well-being of every society. Sustainable practices contribute to the continued availability of those essential resources.
Availability of health care. Readily available, quality health care is critical to a sustainable community.
Who in the organization should take responsibility for the company's CSR program? Sustainability and CSR, even with the guidance of ISO 26000, are complex issues that are best managed by senior management. Ben Mangan, social provocateur and lecturer at the UC Berkeley School of Business, points out that a preponderance of CEO's agree they should be responsible for the corporation's CSR plans and implementation.
Enhancing Your CSR Through Mobile Workforce Management
How can enterprise workforce management contribute to CSR?
Implementing such enterprise solutions can become a significant aspect of your CSR program because it has impact in two major areas: the load of exhaust pollutants on the environment is lessened; and, you'll be able to attract and retain field engineers who enjoy greater job satisfaction, thus supporting the economy in each area you provide service.
1. Economical Routing
Using service dispatch software, coupled with maps and turn-by-turn GPS navigation voice instructions, routes your service personnel on the most direct and economical route, reducing fuel consumption and your company's contribution to pollution. Beyond these benefits, your service engineer also directly communicate with customers, even en route, to notify them of projected arrival time. No longer do customers have to reserve a block of hours “between 8AM and 4PM” while waiting for the service engineer. Communication is a key factor in enhancing customer satisfaction
2. Automated Dispatch Scheduling
Field service scheduling software allows your service engineers to manage daily schedules from the field; report on progress; and, automatically make schedule adjustments. Again, this flexibility saves fuel and reduces environmental impact. However it also puts the engineer “in charge” of his or her day, leading to greater job satisfaction. As well, customers appreciate the timely response service scheduling software delivers, leading to greater customer satisfaction.
3. Commute Costs
Additionally, commute time to and from the office can be eliminated by dispatching the service engineer from his or her home. Again, the payoff is in reduced environmental impact. However it also increases job satisfaction because the service engineer enjoys greater control of the daily routine. It's no longer necessary to sit in traffic each morning and evening.
The social impact of enterprise mobility on consumers is easy to see. Just walk into a restaurant at lunch time and you'll see dozens of people with heads down and eyes focused on a smart phone or tablet. Enterprise mobility enhances communication between people. In the business world it enhances collaboration as well.
Collaborative software apps allow service engineers to communicate with one another and the home office. This enhanced style of giving and receiving information leads to greater efficiencies and can contribute to overall job satisfaction – an important issue when you need to retain key engineers and the knowledge they have.
Image Credit: Dale Gillard