your say - employee engagement & feedback surveys

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.