Creating a Culture of Service Excellence through Improved Employee Engagement

Matt Johnson, MA, MBA

What is Employee Engagement?Passionate about jobCommitted to the organizationPut discretionary effort into their work

Employee engagement is not the same as employee satisfaction

The cost of replacing an individual employee can range from

one-half to two times the employee's annual salary.

Fifty-two percent of voluntarily exiting employees say their

manager or organization could have done something to

prevent them from leaving their job.

Key elements to help strengthen employee engagement.

Build relationshipsDaily rounding One-on-one meetingsHave Team Building Activities

Key elements to help strengthen employee engagement.

Build relationshipsDaily rounding One-on-one meetingsHave Team Building ActivitiesRecognize/reward

Measuring Employee EngagementOne-on-one MeetingsPulse SurveysMonitor Turnover Rate

“Employees who believe that management is

concerned about them as a whole person – not

just an employee – are more productive, more

satisfied, more fulfilled. Satisfied employees mean

satisfied customers.”– Anne M. Mulcahy, former CEO of Xerox

Formula for Measuring Employee Turnover

Sample Inputs Sample CalculationPeriod of Time: Fourth QuarterTotal Employees at Beginning of Q4:24Total Employees Terminated in Q4: 4

24 – 4 = 2020 / 24 = .83.83 x 100 = 83%