Published on February 27, 2014
How to Use Employee Feedback to Drive Breakthroughs #HRfeedback
Robin Schooling, SPHR Ryan Caligiuri Managing Director | Strategist Chief Marketing Officer Silver Zebras, LLC ClearPicture @RobinSchooling @RyanCaligiuri
what engagement is…and isn’t…
“employee engagement is the emotional commitment the employee has to the organization and its goals” Kevin Kruse
Gallup - Q12 (2012) work units top quartile vs. work units bottom quartile rmed utperfo o 10% on customer ratings 22% in profitability 21% in productivity
by collecting, analyzing and acting upon information you can drive change in your organization
Clarifying the Purpose Th e cess Pro Gathering Feedback back eed F Analyzing the Data Correlating the Data Taking Action
step 1: clarifying the purpose
what is your purpose and what is the meaning?
nine performance outcomes lower/less higher absenteeism turnover shrinkage (theft) safety incidents patient safety incidents quality incidents (defects) customer ratings/metrics productivity profitability Gallup…2012 meta-analyses
common business reasons - increase revenue - drive innovation - cost efficiency - a strategic corporate shift
common ‘HR’ reasons - increase engagement - improve productivity - reduce turnover - reduce costs
common problems - doesn’t have senior leadership sponsorship - seen as an HR ‘project’ - conducted in order to sell employees an idea - viewed as an easy fix
“a strategic initiative with the sole objective of providing guidance around the matter of how and where to invest in people to maximise business performance” Hay Group..2012
employees will want to know… • is this anonymous? • how much time will this take… and can I complete during work time? • what sort of incentive is there?
employees want to know their voice will be heard! most important!
step 2: gathering feedback
consider multilingual delivery? gather feedback? •online? •paper-based? •mobile? focus on the diverse needs of your audience? how will you…
how you ask the questions… …may determine the answers too gentle? too confusing?
tip! ask both open ended and closed ended questions
do do how how surre su e ake ake um ou m yo y up? up? how how ey s ey s h tth
mobile social incentives think like a marketer gamification where are they?
step 3: analyzing the data
what are you hearing?
types of data quantitative deals with numbers can be measured qualitative deals with descriptions observed not measured
approach the data correctly don’t mistake correlations for causation don’t make invalid comparisons accurately establish margins of error
beware of biases and conclusions
step 4: correlating the data
what additional data do you need? Photo credit: swisscan / Foter.com / CC BY-NC-SA
HR information performance data new hire surveys productivity stats
service logistics sales look across the enterprise
other social data customer reviews candidate feedback external channels
think about… - who and what impacts your department? - how do improvements in another area impact your success?
follow up • meetings with employees • small focus groups • probe for clarity
step 5: taking action
the biggest complaint? of it! mes er co g ev othin n
build a timeline ha rt De ce mb er er up da te ct c Oc tob pro er je du e Ju ne Se ab pte cp res mb en ted er xy z Au gu st
to do… - set goals - plan for communication - monitor progress - hold people accountable
hen w e fo ’s tim it tion r ac who will do what by when?
consider surv ulse’ ‘p mea ey to impa sure ange of ch ct
be… … social … collaborative … transparent
gathered feedback analyzed the data develop solutions
conclusion have purpose take action communicate & clarify without data it’s only conjecture!
Breakthrough Opportunity Assessment (BOA) If you want to discover a breakthrough in your own organization or want to see companies that have created breakthroughs by collecting, analyzing, correlating and taking action on employee data/insights then inquire about a free BOA. I want more information on the BOA
questions? Robin Schooling, SPHR Ryan Caligiuri firstname.lastname@example.org email@example.com contact us!
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