Small Business Best Practices Series

Beyond Employee Engagement:

Measure What Matters Most to Your Organization and Improve Business Results

August 15, 2012

Agenda

• Introduction• Presentation• Q & A Session

Introduction

ExpertMetrix.com• B2B Marketplace for HR, IT and Business Process Services. • Helps businesses research service providers based on factors

such as location, size, skills and track record. • Allows only legitimate and quality service providers in the

marketplace.

Novacrea Research Consulting• Specializes in employee surveys and action-planning

facilitation.• Partners with HR leaders and executives to improve employee

engagement, business processes, and business results.• Delivers employee survey results that propel your business

forward.

Speaker Profile• Pi Wen Looi, PhD, Founder and

Principal of Novacrea Research Consulting

• An expert in employee survey design, employee engagement, and meeting facilitation

• More than 15 years of experience in talent management consulting

• Clients have included LSG Sky Chefs, DiversityInc, Eichstaedt & Lervold, LLP, Great Lakes Bioenergy Research Center, and Wellpoint

Questions Are Welcome and Encouraged

Photo: Channah, Stock.xchng

Logistics

• Please go on MUTE during the presentation

• For Questions• Select chat with Host and

send your questions to ExpertMetrix

• For Participation• Select chat with Everyone

and type your answers in the chat box

Focus Today

Employee Engagement

Other Key Measures to

Include

Improve Business Results

The World of Work is Changing…

Photo: Pi Wen Looi

We are super-connected and live in an always-on culture

Photo: BIgstock

The economy is weak

doing more with less

Photo: Microsoft Office

and skill gaps remain

41%Stressed!

No Wonder…

Source: American Psychological Association, 2012.

Photo: BIgstock

And…

71%Engaged

Source: Gallup, 2011

Despite the Volatile Economy…

Employees are Planning to Leave

Source: 1. Blessing White, 2011; n=11,000, global. 2.Corporate Executive Board, 2010. n=50,000

39%Percentage of employees likely to leave their company in the

next 12 months1

25%Percentage of high-potentials who are likely to leave their company post recession2

Photo: iStockphoto

CEOs are worried about•Skill Shortages •Recruiting and Retaining High-Potential Middle Managers

Source: PwC 15th Annual Global CEO Survey, 2012

Meanwhile, Survey Says…

A Strategy To Retain Talent and Improve Business Performance

Employee Engagement

Photo: Maria Boniza, Flickr

What’s Employee

Engagement?

The Conference Board• An Employee’s Intellectual and

Emotional Involvement with His/Her Job

• Displays Discretionary Efforts

What’s Employee Engagement?

Gallup• Affirmative Answers to All

Gallup’s Q12

• Involved in and Enthusiastic About their Work and Contribute to Their Organizations in a Positive Manner

Photos: The thinker, by Sarah GF, Flickr. Hearts, Microsoft Office.

Are Your Employees Engaged?

Photo: Bairis, Flickr

And Producing…

Photo: Microsoft Office

En

gag

emen

t

Vision/Mission; Meaning

Relationships with Managers and Coworkers

Recognition and Acknowledgement

Career Advancement Opportunities

Learning and Development Opportunities

Retention

Discretionary

Efforts

Advocacy

Employee Engagement ExplainedKey Drivers Observable Behaviors

Leverage Survey Insights to Improve Business ResultsE

ng

agem

ent Retention

Discretionary Efforts

AdvocacyBusiness Results

We Want to Go One Step Further

How?

AlignEnable

LinkDeliver

Align survey questions with your business goals

Align

Photo: Microsoft Office.

Idea In ActionGoal: Improve Customer Satisfaction

After—Specific and ActionableI have the authority to go off-script if it enables me to effectively resolve client issues.

Before—Generic I know how to resolve client issues.

Include questions about operations, processes, and resources

Include Enabler Questions

Photo: Marctbyrne, Flickr

Idea In ActionCommunication Process

After—Specific and ActionableCommunication from senior management is:• Timely• Easy to Understand• Honest

Before—Generic Communication at Company ABC is transparent.

E.g., Customer satisfaction, retention of high-potentials, internal mobility, revenues, accident rates

Link with Performance Metrics

Photo: Microsoft Office.

Co. Engagement

Score

68%

Idea in Action

Engagement Score

High Potential Turnover

Internal Transfer

Employee Turnover

Engineering 70% 2% 3% 5%

Marketing 62% 10% 0% 15%

Customer Service 58% 10% 30% 50%

Research and Development

45% 5% 10% 2%

Link Employee Engagement Results with Performance Metrics

Sample data, for illustration purposes only.

Help your managers see where and how they can take action

Deliver Insights

Photo: Tony Cornish, Flickr

Idea in ActionDeliver Insights

How much do you agree or disagree that:

Overall Division

Total

East Midwest Southwest West

The new online collaboration system helps me do my job effectively.

51% 53% 41% 35% 75%

My manager does a good job in encouraging collaboration across project teams.

52% 45% 36% 31% 65%

I can easily find product information on our Company’s knowledge database.

58% 55% 80% 35% 60%

The numbers shown are the percentages of employees who selected “Strongly Agree” or “Somewhat Agree”

Sample data, for illustration purposes only.

AlignEnable

LinkDeliver

• Align survey questions with your business strategy

• Include enabler questions, be specific and relevant to business

• Link survey results to available performance metrics (e.g., revenues, absenteeism rates, customer satisfaction, high-potentials turnover)

• Deliver insights to managers, enable managers to take follow-up actions

Beyond Employee Engagement

Case Study• Great Lakes Bioenergy Research

Center (GLBRC)• Diverse Group of People

• Not All Full-Time

• Employee Survey• Focus on Four Key Areas

• Establish Baseline

• Follow-Up Action• Survey Results Feedback

• Strategic Input for Ongoing Process Improvement

• Re-evaluate Next YearPhoto: Matthew Wisniewski, GLBRC

The World of Work is Changing…

Photo: Pi Wen Looi

Measure What Matters Most, and…

Photo: Bairis, Flickr

Improve Engagement and Business Results

Q & A Session

• One question per participant.• Announce your name before asking the question.

Thank you!

• You’ll receive a copy of the presentation and this webinar recording in email.

• Want to improve employee engagement at your company?

Email Pi Wen at: piwen.looi@NovacreaResearch.com

• Want to join ExpertMetrix?Sign up at www.ExpertMetrix.com

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