Describe the five "core" characteristics of the most effective voice systems.

Question

What will be an ideal response?

Answer 1

The first characteristic is elegance. That is, the system should be simple to understand, it should apply to a broad range of issues, it should use an effective diagnostic framework, and, finally, those who manage the system should be able to respond definitively to the issues raised.
The second characteristic is accessibility. Effective voice systems are easy-to-use, well-advertised, comprehensible, open processes. Information is publicized on how to file a complaint. Indeed, research has found that employees view this feature as a key attribute of an effective dispute-handling system.
The third characteristic of effective voice systems is correctness-that is, the system should provide the right answer to problems by being unbiased, thorough, and effective. The more correct a system, the more likely it is that (1) the complainant can provide relevant input about the problem, (2) the organization can investigate and call for more information if it needs it, (3) a system exists for classifying and coding information in order to determine the nature of the problem, (4) employees can appeal lower-level decisions, and (5) both procedures and outcomes make good sense to most employees.
The fourth characteristic is responsiveness. At the most basic level, responsive systems let individuals know that their input has been received. Responsive systems provide timely responses, are backed by management commitment, are designed to fit an organization's culture, provide tangible results, involve participants in the decision-making process, and give those who manage the system sufficient clout to ensure that it works effectively.
Finally, effective voice systems are nonpunitive. This is essential if employees are to trust the system. Individuals must be able to present problems, identify concerns, and challenge the organization in such a way that they are not punished for providing this input, even if the issues raised are sensitive and highly politicized. If an input concerns wrongdoing or malfeasance, the individual's identity must be protected so that direct or indirect retribution cannot occur. Employees as well as managers must be protected.