Predictive analytics – creating actionable insights

The 10 golden rules of HR analytics Patrick Coolen/ Auke IJsselstein

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Why HR analytics @ ABN AMRO

1. Business is demanding more …

•  HR Return on investment •  Impact (benefits) of HR

2. HR is moving towards fact-based decision making

3. Technology is improving… •  HR IT landscape •  Analytics on demand

Business goals

Business impact HR ROI

Information Technology Fact-based HR

HR analytics – maturity model

You can start here!

Some of our research

Retail – customer satisfaction, quality and revenue

Engagement – vision & direction, client focus, fair treatment

IT – Long term and short term sick leave

Leadership program - Effectiveness

Large corporates – Team effectiveness on business

IT operations / call centre – Average Handling Time and satisfaction

Commercial clients – Net promoter score and ‘trusted advisor’

Private Banking – Client Satisfaction, client acquisition and revenue

Vitality program – Effectiveness

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Combine HR and Business data

Engagement •  Total score •  Vision & Direction •  Client Focus •  Training & development •  Job Challenge

Individual characteristics •  Age •  Gender •  Appraisal score •  Potential score •  Level •  Job title •  Competenties

HR themes •  Gender ratio •  Leadership index •  Group mobility •  Temp ratio

Client satisfaction (more then 100k

records incl. open questions)

Products sold (offerings approved by

client)

Quality of advice (Independent score by

Internal quality desk)

Net income growth (individual net growth

of client portfolio)

Client satisfaction (Net promoter scores)

New customers (Individual new customers

acquired)

Revenue (Individual revenue on customer)

Revenue (relative) (Individual revenue on customer

corrected for size)

Create your own variables!

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Some examples

Engagement index

Net growth

Products sold

Absenteeism

Vision and direction

Client focus

Gender diversity

Trust from immediate manager

Discussion on Risk issues

Age diversity

Part of reorganisation

Client satisfaction

Involvement

Expertise Trusted advisor

Client centricity Credibility