ABSTRACT
This chapter explores a variety of issues about employee engagement, how to make it successful, and how to know when it is successful. Quicken Loans is a banking and credit services company with $3.6 billion in annual revenue. At Quicken Loans, employee engagement is not a process, a department, or survey. Engagement is part of the business strategy and culture of this intentionally flat organization. There is a great deal of alignment in numerous studies about the drivers of engagement, which usually reflects aspects of business culture, relationships with supervisors, and workload. Engagement science has already had a major impact in organizations in terms of what they do and their success. It is through human capital strategy that additional efforts will be made in this important area. Employee engagement is critical to business performance and a success factor on many levels, from executing business strategy, to financial performance, to worker productivity, to the ability to create innovative products and services.
