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A proven program based on Global best practice to improve staff satisfaction, retention and productivity to drive organisational improvement.
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Engagement Survey
A proven program based on Global best practice to improve staff satisfaction, retention and productivity to
drive organisational improvement.
Presentation Outline Employee engagement surveys: Our approach The business case
“Your Say” Staff engagement & Feedback surveys Process Survey Reports
How we would work with you
Fee Structure
Appendix – About us
What makes us different?
Our approach:
Staff feedback programs should not be just surveys, but part of a process of continuous improvement.
Performance improvement is a “Journey” to improve satisfaction and engagement, with the end game improved business performance.
The process must ensure high employee participation through communication of results and evident change.
What makes us different?
Our approach: Our measurement criteria are based on Global best
practice, using hard business drivers as well as traditional HR and people KPIs
We are content agnostic in our assessment tools - we don’t insist on standard questions, just to preserve Global benchmarking (a waste of time with Europe and the US economies still performing so badly). Our on-line software is simply a platform for clients to use their own design, content, KPIs, rating scales and descriptors.
We are very price competitive
What’s in it for Companies?
Organisational Development: It acts as a diagnostic tool to identify OD needs:
Management Development: Talent management & Succession planning Leadership development Performance management
People & Role development: Role clarity, Engagement & job satisfaction Personal development & Career management
What’s in it for Companies?
Organisational Performance: It acts as a diagnostic tool to improve business
performance:
Measures Business Drivers: Innovation Customer focus Quality Process improvement
“Coal-face” feedback: Verbatim comments, Unfiltered by managers. Avoids “The frozen middle”
The business case
Organisations: Employee engagement critical to business success Increasing investment in engagement activities Searching for the best way
“Best” Employers: What differentiates them? Strive for engagement Benefits of improved staff satisfaction
Global Trends are Changing …
…. Organisations need to be listening!
Workforces are more diverse, mobile, connected and in-demand than ever before …
Knowledge, skills and relationships are keys to unlock future business success …
It is all about having the best talent….. …….Satisfied, committed and engaged
70%
30% Agree
Neutral orDisagree
70% of Business Leaders Believe Employee Engagement is Critical to achieving
Business Objectives
Source: CLC HR Engagement Research Survey, 2010 Sample = 3,954 Business Leaders
44% of Organisations are Increasing their Investment in Engagement Activities
Source: CLC HR Engagement Research Survey, 2010 Sample = 354 organisations
44%
47%
9%
IncreasingStaying the SameDecreasing
49% of Organisations are Searching for the Best Way to Increase their
Engagement Levels
Starting = trying to decide whether to invest in engagement efforts Surfacing = looking for the right engagement framework Searching = right framework but searching for improvement Striving = right levels of engagement but searching to leverage for business impact
Starting Surfacing Searching Striving
8%
19%
49%
24%
What Differentiates “Best Employers”
1. Explicit promise to employees and a maniacal focus on
fulfilling that promise
2. Stand by their talent management strategy even as times get tough
3. Common messages to ensure alignment of strategy across all levels of the business
4. Senior leaders remain actively involved in identifying, recruiting, training and mentoring key talent
Best Employer Research for 2008 Hewitt Associates
“Best Employers” - Strive for Engaged Staff
Employee Research over Time
Business
Performance Engagement
How much people like it here
How much people want to improve business results
How much people want to – and actually do - improve business results
Satisfaction
Commitment
Research undertaken by Hewitt Associates
Benefits of Improved Staff Satisfaction
Staff Satisfaction
Customer Satisfaction
Employee Retention
Employee Productivity Profitability
Revenue Growth
Shareholder Value
“Putting the Service-Profit Chain to Work” Heskett, Jones, Lovemen, Sasser, Schlesinger Harvard Business Review, Mar 1994
“Your Say” survey
Goal Statement:
The aim is to become an “Employer of Choice”
through
improved staff engagement strategies
and measured by an
annual “Your Say” staff feedback survey.
Background to “Your Say”
“For knowing afar off the evils that are brewing, they are easily cured.
But when they are allowed to grow until everyone can recognise them,
there is no longer any remedy to be found.”
Machiavelli
Background to “Your Say”
Annual on-line survey designed to monitor the level of staff satisfaction
Questions designed from a series of industry best practice surveys
Responses are anonymous and confidential
Embedded in the overall employee engagement strategy
Prompts discussion and feedback on key business issues
Can be linked to the Talent Management process
Launched 2006 in Asia Pacific; UK, North America 2009
Great improvements delivered
Annual Process
“Your Say” – Not a Survey … it is a Process
Results Received
Digest Results
Disseminate Results
Discussion Groups
Re-convene to Firm Up Priorities
Complete Action Plans
Track & Communicate
Progress
EG Discussion
Run Survey
1. 2. 3.
5.
6.
4.
Communicate Key Milestones
and Achievements
9. 7. 8.
10.
“Your Say” – Not a Survey … it is a Process
Results Received
Digest Results
Disseminate Results
Discussion Groups
Re-convene to Firm Up Priorities
Complete Action Plans
Track & Communicate
Progress
EG discussion
Run Survey
1. 2. 3.
5.
6.
4.
10.
Communicate Key Milestones
and Achievements
9.
Annual Process
7. 8.
10.
Promote Kick-Off Drive for High Participation Survey open for 3 weeks
3-4 weeks to produce reports
Good/ Bad News? Priority Areas? Communicate & cascade
Strive for greater understanding of what is
driving scores (don’t assume)
Ensure Strong Facilitator Guide focus for meetings by
setting top 3-4 areas you would like to see improved
Manage Plans to ensure that Actions are being completed
and communicated May form part of individual
goals
Agree and complete Actions Plans
(what / who / by when)
Best Practice Sharing Key Initiatives & Actions taken
Can be part of Talent Management Meetings
Remind employees of completed actions,
achievements and progress prior to next survey
Facilitator/BU Leader to push for agreement on high impact
priorities and assign responsibilities
‘Your Say’ Track Record
Dec 06 Asia-Pac
Dec 07 Asia-Pac
Dec 08 Asia-Pac
Dec 09 Asia-Pac
+ Nth America
50%
Satisfied
55%
Satisfied
60%
Satisfied
Running for five years
3,460 employees across 11 countries
Improvements supported by pro-active strategies
91% participation rate (2010) 70%
Satisfied
67%
Satisfied
Dec 10 Asia-Pac
+ Nth America
“Your Say” – Survey outline Survey questions grouped into 4 core criteria to
provide focus, with: 15 Key dimensions 41 detailed questions
On-line survey tool: Fully customisable: Can have own questions, descriptors Comments options: All questions, open-ended questions Customised respondent groupings/demographics Automated workflow: Emails, reminders, progress reports
Extensive reports menu: Individual reports - charts and tables Organisational reports compare results across the
business
Key Performance Criteria and Dimensions
Corporate Environment
Values & Ethics
Management
Growth
Role Clarity
Valuing People
Communication & Information
Business Drivers
Innovation
Customer Focus
Quality Processes
The 4 core criteria are defined by 15 dimensions. Each dimension is described by 41 questions with descriptors which provide the basis for the survey.
Management & Supervision
Performance Culture
People
Engagement
Compensation & Benefits
Work/Life
Job Satisfaction
Career Opportunities
Descriptors Criteria Dimensions
Company Values are clear and well communicated
Corporate Environment
Values & Ethics Company Values
Acts with Integrity The company acts with integrity in its business dealings
Questions
I have easy access to the tools and information to be effective in my role Access to Tools & Information
Communication & Information
Open & Honest Communication Communication is open and honest
Vision & Direction Is Clear The vision and future direction is clearly communicated
Growth
Working Together We maximise our business opportunities by working together across the organisation
Taking Bold Actions Our business is taking bold actions to build growth strategies across the organization
Sustainability We take environmentally aware actions in order to build a sustainable business
Key Performance Criteria and Dimensions
Descriptors Criteria Dimensions
Good ideas are adopted here, regardless of who suggests them or where they come from
Business Drivers
Quality Processes
Good Ideas Adopted
More Innovative Than Competitors We are more innovative than our competitors
Questions
We focus on growing our business by bringing new ideas and products to market
Bringing New Ideas & Products To Market
Innovation
Customer Centric Customers are at the core of what we do
Take Quick Action For Customers We take quick action to resolve customer problems Customer Focus
Going Above & Beyond I get recognised for going 'above and beyond' for the customer
Processes Benefit Customers Our internal processes benefit our customers
Continuous Process Improvement
We prioritise continuous process improvement as a way of working
Key Performance Criteria and Dimensions
Descriptors Criteria Dimensions
The Executive Group is an effective leadership team
Management
Role Clarity
Executive Group
Group Leadership Team My group’s leadership team is effective
Questions
My immediate manager is effective My Manager
Management & Supervision
Understand Business Goals I understand how my role contributes to the business goals
Understand My Role I understand what is expected of me - my accountabilities are clear
Valuing People
High performance culture I work in a high performance culture
Held Accountable Employees are held accountable for achieving results
Performance Management I receive regular performance feedback and coaching
Key Performance Criteria and Dimensions
Performance Culture
Managers Respect Employees
Hire Strong Talent
I am valued
Managers here have respect for employees
This business hires strong talent
I am valued for my contribution
Descriptors Criteria Dimensions I would tell people that this is a good place to work
People
Job Satisfaction
Really Good Place to Work
Rarely Think About Leaving
I am inspired to do my very best work every day
Questions
I am empowered to make decisions and changes within the scope of my role
Inspired To Do My Best Work
Engagement
Role Is Challenging & Rewarding My role is challenging and rewarding
Work/Life
Pay My pay is competitive
Chance To Grow Working here offers me the chance to grow and develop
Receive Training Needed I receive the training I need to be effective in my role
Key Performance Criteria and Dimensions
Career Opportunities
Career Advancement
Flexibility to balance
Workload Is Reasonable
This organisation offers opportunities for career advancement I have the flexibility I need to balance my work and personal commitments Considering everything, the workload here is reasonable.
Compensation & Benefits
Benefits
Rewarded for high performance I am rewarded for high performance
My benefits are competitive
Enjoy Working Here I enjoy working here
Empowered To Make Decisions
I rarely think about leaving to work somewhere else
Secure login + Home page
Personalised Introduction screen
15 minute Survey Completion
Importance Weighting – Option Question level – Each individual rates both importance to
them, and performance, for each question
5 Point Rating Scale
Neutral Very Unsatisfied Unsatisfied Satisfied Very Satisfied
43% 34% 23%
64% 25% 11%
62% 29% 9%
67% 24% 9%
47% 30% 23%
52% 26% 21%
63% 22% 15%
63% 21% 16%
55% 27% 16%
60% 26% 14%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Overall Company 2011
Overall Company 2010
Department A 2011
Reports Look Like This
Satisfied Neutral Unsatisfied
43% 34% 23%
64% 25% 11%
62% 29% 9%
67% 24% 9%
47% 30% 23%
52% 26% 21%
63% 22% 15%
63% 21% 16%
55% 27% 16%
60% 26% 14%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Satisfied Neutral Unsatisfied
4 5 3 2 1
Department A 2010
Department B 2011
Department B 2010
Department C 2011
Department C 2010
Department D 2011
Department D 2010
2 1
Striving for Best Practice of 75% Satisfied
Example Reports - Department level Overall summary – Total + four core criteria
Example Reports – Department level
Core criteria > Dimensions > Questions
Example Reports – Department level
Dimensions - Ranking
Example Reports – Department level
Question – Top Ten Ranking
Example Reports – Department level
Question – Bottom Ten Ranking
Overall total > Core criteria > Dimensions > Questions
Example demographic report
Example demographic report Overall total > Core criteria > Dimensions > Questions
Two-dimensional matrix Any combination of the 15 dimensions or 4 areas, can be used in a two-dimensional matrix to map and compare department scores.
For example, at a high level the four groups could be collapsed to two: Corporate environment + Business drivers Management + People
Or any two dimensions, e.g.: Engagement Job satisfaction
Grouping of dimensions to sharpen focus Two-dimensional matrix - Example Department scores
Example trend report Overall total > Core criteria > Dimensions > Questions
Importance Weighting Importance to them, for each question – line chart
Importance Weighting “Top ten” – ranked by Importance to them,
4
Importance Weighting – Individuals Exception report – Shows both importance to them and
performance, for each question, as % score.
Partnering with Consultants
In working with consultants, our focus is on:
Your People: We can provide training in the use of the tool: Product champions: Your consultants, to assist with
sales and client demonstrations; In-house support: We can train an in-house person who
can generate reports; Delivery/implementation: We can train your consultants
in presenting and working with the results to identify key needs, plan actions and run follow-up focus groups.
Outsourced Service – we provide: Initial consultancy to scope survey Website, survey set-up (Your branding) Survey administration, progress reports Full reports and summary presentation
Supported Service – we provide: Initial consultancy to scope survey Website, survey set-up (Your branding) Survey administration, progress reports Administrator training for your internal report
production
Business Model – Service options
Fees Estimate Fees are dependent on: Organisation structure – the number of reports required
(Company, Business Units, Departments/branches) Head count – the number of employees
Full Service examples:
Organisation Structure Fees Example
Participants Business Units Departments Total
Reports Total Fees
500 4 20 25 $ 20,000
1,000 6 40 47 $ 35,000
Fees estimate – options
Matrix report • Set up two-dimensions • Additional reports
$250
$20 per business unit
Importance weighting • Set up • Additional report
$250
$10 per department $50 per business unit
Implementation/delivery Consulting / training
• Per day
• Per hour
$2,500 $300
To access the example site, set up with importance option to all questions: Go to: Your Say Example – Login
Login as: Organization: INSIGHT
User name: employee
Password: test1234
Your Say – demo site
About the vendor
Latham Consulting Has 10 years experience with on-line HR tools and works
in a support role in the SME and HR Consulting sectors. Experienced 20+ years experience running market research
Companies in Australia, New Zealand and Asia Core competencies include data collection, survey
processing and feedback reporting, with an emphasis in 360 Feedback, customer, supplier, and employee, performance, climate and satisfaction studies
Channel Partner Provides consultancy, training, project implementation,
administration and support services for both the NGA.NET and Decideware suites of on-line performance assessment and benchmarking tools.
About the vendor
Web-based survey tools for business improvement Product/Service People Customer-facing
Supply chain Procurement
Performance management Talent management, Succession planning Leadership 360 Climate & culture Sales Insight Sales Force Accelerator
Key Accounts Channel partners Stores/franchisees
About the vendor
NGA.Net has acquired Acelero and the on-line HR assessment tools used by Latham Consulting: Performance & Talent Management 360° feedback assessment “Your Say” Staff engagement & feedback surveys
Recognising the long history and expertise in these tools, Latham Consulting has been appointed as their channel partner for SME and HR Consultancies for the NGA.NET suite of on-line HR assessment tools.
Introducing NGA.NET
NGA.NET designs and develops HR software products that enable clients to connect, recruit and develop their people
It offers innovative tools for sourcing, recruiting, scheduling, searching and managing talent Australian Government Endorsed Supplier status Used by 60% of the public sector 95% of Federal Government e-Recruitment Works with one third of the total Australian
corporate e-Recruitment market 95% client renewal rate:
Introducing NGA.NET
On-line survey tool - Core features
Fully customisable: Non-prescriptive, fully configurable, scalable and flexible
to suit individual requirements. Own questions and rating definitions Can easily replicate current: Staff engagement/culture surveys 360◦ Leadership feedback surveys
Flexible workflow: Provides upward and 360° feedback – up to 8 different
assessor groups, including self-assessment + aggregate totals (if required); Automated email notification Tracking of survey completion Email reminders
Superior features: “Importance” weighting question option allows scoring
of both “Importance” and “Performance” Comments for all questions, or sections Up to six open-ended comments questions
Extensive automated reports menu Individual reports menu of charts and tables Organisational reports compare results across the
business
On-line survey tool - Core features
Users
Alsco Ernst & Young No1 ShoesARG Foxtel North PowerBecton Dickinson Hothouse SiemensBlue Star ITNewcom Signature SecurityCaltex KPMG Sydney IVFCapricorn Mars Telecom NZCCH (Nth America, UK, Asia-Pacific) Masonic Homes TelstraCement Australia Mater Hospital ThalesCity of Sydney McDonald's W2W AllianceConstellation Wines Minter Ellison Water CorpDeloitte Mitre 10 WestpacDoral Nicol Robinson Halletts Workskil
End users of the 360° software, either via HR consultants, or as direct clients, include:
New Zealand users of the 360° software, for organisational sales competency assessment, include:
3M Glengarry Hancocks Mountain Scene Newspapers ABB Grand Hotels International Northern Outlook Newspaper CablePrice Healtheries of NZ NRM Deltarg Distribution Systems Heidelberg Orica Chemnet Dulux Holcim Parker Hannifin Energizer Hose Supplies Paslode Eurotec Instruments Humes Pipeline Systems PBT Group Fisher & Paykel Appliances Hynds Pipe Systems Pfizer Fletcher Aluminium Insite Technology Rinnai Fonterra Brands Intermed Medical Sanitarium Health Food Co FreshFood Services Janssen Cilag SCA Hygiene Frucor Beverages Lumley General Insurance Shell Gallagher Group Merial Tidd Ross Todd
Users
Performware™ is one of a suite of on demand, on-line business applications based around decision making, performance measurement and benchmarking; used under licence from Decideware:
• Australian company, established 1999;
• Offices in Sydney, Canberra, San Francisco & London;
• Australian Government Endorsed Supplier;
• More than 12,000 licensed users at over 80 client sites on 4 continents.
Organisational performance surveys
Users
Contact us: Ron Latham Ph: (02) 9959 3815 E: mailto:ron.latham@performware.com.au Website: www.performware.com.au
Engagement Survey
A proven program based on Global best practice to improve staff satisfaction, retention and productivity to
drive organisational improvement.
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