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HOW EDMONTON INTERNATIONAL AIRPORT IMPROVED ENGAGEMENTFROM SURVEY TO IMPLEMENTATION AND BEYOND
Monthly Webinar Series
June 25, 2015
2Topic Agenda
Item Time (min)
Introduction 2
In the Beginning…the Situation in early 2014 5
EIA Response 15
The TalentMap Process 15
Overall Results and Update 5
Q&A 5
Norm Baillie-David SVP Engagement – TalentMap
With Special Guest:
Monica HelgothVP Business Development –
Western Region
Agenda
Holly VeinerManager, Talent and AcquisitionEdmonton International Airport
3
15 years in business7,000+ employee engagement surveys since inception1,000,000+ employees surveyed500+ employee engagement surveys annually
Only 1 Focus
TalentMap by the Numbers
4Sample Clients & Benchmark
Award Programs Technology & Engineering Not-for-Profit & Association
Financial Services
Health Sciences
Other
In the Beginning…..the Situation in 2013
6
Completed expansion in 2012Shifting focus from “build” to “fill”End stages of requisite org designStability in people resourcesNew talent strategyLegacy issues
Situation in 2013
7
Complex organization and issuesNeeded simplistic practical approachDeep diveTalentMap
• Understood complexity• Recommendations - trusted• Experienced
• Best practices• Benchmarks
• Good fit
Why TalentMap was Engaged
Engagement Survey Revealed Significant Issues Coefficient Vs. Delta To Benchmark
8
Organizational Vision
Executive Team
Immediate Management
Customer Focus
Innovation
Teamwork
Information and Com-munication
Work/Life Balance
Professional Growth
Performance Feedback
Work Environment
Compensation
Strong Engagement
Driver
Weak Engagement
Driver
Worse Than Benchmark
Better Than Benchmark
• Engagement 11% below TalentMap Benchmark
• Key issues with teamwork, communications (silos), and culture of innovation.
• Change fatigue from renovations and org. restructuring.
• Executive Team blamed for low morale
EIA’S RESPONSE
Engagement Survey - Launch
• February – survey distributed
• March - TalentMap compiled results
• April - results shared with EMC
• May – results shared with SMT & all Managers
• June – results shared with all employees
• July – EIS update. Individual SBU & Division results sharing. Approach planning.
• August – consultation with TalentMap, defined approach
• September – SBU Talks & Employee Task Force
• October –Employee Task Force share action plan with CEO
• November – Pulse Survey & action plan
• December / January – Results sharing of Pulse Survey
Our Approach
Engagement Drivers Lowest Scores Strengths
Professional GrowthMaintain focus / deliverCommunicateEmployee Task Force – sub topic
Information & CommunicationEmployee Task Force
CompensationCommunicate / inform
InnovationEmployee Task Force
Executive TeamImmediateForward actions
Performance FeedbackMaintain / enhanceEmployee Task Force – sub topic
Work EnvironmentEmployee Task Force – sub topic
TeamworkEmployee Task Force
Customer FocusCommunicateInformation sharing
Immediate Action
• Leadership visibility – Management led – HR support– Management by walking around
• Commitment to listening & sharing, spontaneous, random
• Facilitate engagement opportunities & create approachability
• Sharing & receiving information directly from the front line
– Exec profiles• Personalizing
• Get to know our Executives
– Creating transparency
• Communication – HR led – Comms support– – People promise– Communicate often– Be transparent– New & existing tools– What & how?
SBU Specific
• SBU specific – VP led – Talent Map Consult SBU insight / support
– Individual sessions with each VP - discuss• Their results
• Implications for their specific SBU
• How to undertake effective action planning with employees
– Series of tailor-made directions on action planning summarized in brief memo addressed to relevant VP
Corporate
• Corporate / cross-functional – HR support – Employee led
– Employee Task Force - Talent Map facilitate Three small (8-10) employee groups for
each identified engagement areas
– Main Topics: Innovation, Teamwork, Information & Communication
– Sub Topics: Professional Growth, Work Environment, Performance Feedback
• Understanding of issue root causes, preliminary idea generation and action planning to
identify quick wins and recommended actions
– Workshop – Talent Map facilitate Jumpstart High Intensity Action Planning Workshop
• Build upon and expand individual task force action plans
• Develop final action plans (including accountabilities & timelines) to improve engagement
along each of the engagement drivers identified
– Each task force will “own” their action plan and be accountable for its
implementation moving forward• Present to Tom (CEO) in October
• Share with EMC
TALENTMAP PROCESS
15
Three Day Intensive Approach
16
Deep-Dive
Focus Groups
• Cross-functional – Involve Employees from Across the Organization
• Identify Root Causes for Issues
Senior Leader
ship Consultations
• 1:1 with Senior Leaders to Discuss Issues• Guidance, Review and Critique Action Plans
JumpStart
Workshop
• Full-day Workshop with ~ 40 employees. Cross functional.• Focused Creativity and Idea Generation• Prioritization, Convergence, Evaluation, Implementation Plan
Decisions take a long time to make as managers don’t want to accept accountability, resulting in many last-minute rushes and inability to include all necessary participants in team efforts.
Shift work and remote sites make face-to-face collaboration more challenging
Culture of secrecy and lack of transparency causes lack of trust between business units
People genuinely don’t know each other so it is easier not to consider them when planning and executing tasks
Worse still, front-line employees feel they are rarely, if ever, consulted on areas where they feel they have experience and expertise, often resulting in costly “re-dos”.
Some Focus Group Highlights
17
Example of a “Mindmap” Used to Identify Root Causes
Deep-Dive Focus Groups
JumpStart Action PlanningWorkshop
18
19
Creative ideation exercises to help employees develop 50-75 “action ideas”
Ideas are prioritized
Most promising evaluated and more fully developed.
Employee Driven Solution DevelopmentJumpStartWorkshop
69 Action Ideas
15 Priority Ideas Evaluated and with
Action Plans
Workshop Results
20
Example Idea
Name your idea: _______________________________________________________
Description (What is it? How does it work? What are the main features? What area does it focus on…marketing/promotion/display/etc.?)
How Does It Achieve Higher Employee Engagement?
Tours of facility
New employees
Changes to facility
Understanding of our facility and who takes care of whatWhat our challenges are and who does what and how things
impact other departments
Illustration
Primary Benefits (How does this solve a problem or deliver a need?)
General – Airport Tours
PPCO – Pluses, Potentials, Concerns, Overcoming Concerns(Airport Tours)Pluses
What do you like about idea right now?
Be direct, honest and specific
• Engagement – feel part of the EIA family
• Educational
• Meet an entire department
• Relaxed/casual environment
• Takes less time/20 people can meet 20 people at once
Potentials
What opportunities might this new idea open up?
What might be potential spin-offs for future growth?
• Creates a more efficient environment
• Opens up communication
• Create ideas for process improvement
Concerns
Express your concerns-open-ended questions that offer a possible direction for future development: How to…. How might… In what was might we….
• Nobody has time for that
• Aligning schedules
• Protective of turf/afraid people would point out deficiencies
Overcome Concerns
Review list of concerns
Choose most important one and create 3-5 ways to overcome
Continue until all concerns have been addressed
• Keeping tours short
• Organized well in advance
• Share the benefits of the tour so people are less resistant
IMPROVEMENTS IN EMPLOYEE ENGAGEMENT
Teamwork……………………………………………
Information and Communication………………..
Innovation……………………………………………
OVERALL ENGAGEMENT…………………………
In 9 Short Months……
24
13%
13%
7%
4%
25
Fully established Engagement CommitteeBuilding trust
• Listening• Implementing ideas
Commitment from all leaders• Senior Leadership Team ownership
Ownership of ideasBoD support2nd full survey SeptemberInnovation sprouting
What’s Happened Since?
Event Format Topic Date
TalentMap Webinar Live Webinar The Increase In Popularity Of Pulse Surveys: Do They Make Sense For Your Organization?
July 23rd, 201512:00pm EST
TalentMap Webinar Live Webinar Engaging Your Employees Through A Compelling Organizational Vision
Aug 13th, 201512:00 PM EST
TalentMap Webinar Live Webinar Managing Employee Engagement During Major Organizational Change
Sep 24th, 201512:00 PM EST
TalentMap Webinar Live Webinar How To Improve Engagement Through Better Teamwork (And It’s Not Through “Team-building” Exercises)
Oct 29, 201512:00 PM EST
Upcoming TalentMap Learning Sessions
Register: www.talentmap.con/events
THANK YOU!QUESTIONS AND DISCUSSION
27
Monica HelgothVP Engagement – TalentMap [email protected], x515
Norm Baillie-DavidSVP [email protected], x504
Holly VeinerManager, Talent and AcquisitionEdmonton International [email protected]
28
Jumpstart WorkshopCollages
30
31
32
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