Download - Ben Waber People Analytics
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Ben Waber
People Analytics
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Why is organizational change hard?
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vs.
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Solution
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A Regular Day
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Generating Data
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62%
38%
12%
88%
21%
79% 29%
71%
Speaking Time
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Turn Taking
21%
79% 29%
71%
62%
38%
12%
88%
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Interac1vity
88%
38%
79%
71%
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Posture
30◦
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Energy Level
30◦
9 AM 10 AM 11 AM 12 PM 1 PM 2 PM
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Digital Data
30◦
9 AM 10 AM 11 AM 12 PM 1 PM 2 PM
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Tone of Voice
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Speaking Speed
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Volume
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Individuals
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Teams
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Organizations
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Sensing Technology
1997 2013
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Sociometric Badge
Infra-Red (IR) Transceiver
Accelerometer
Microphone
Bluetooth
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Case Studies
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German Bank
Face-to-Face
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Experts
?
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Experts
?
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All About Al
• Talk to Al 66% Reduction in Completion Time
• Al’s Productivity About Average
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Expert Solution
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Expert Solution
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Phase 1 Results
• Cohesion (engagement) predicted productivity o The opposite of how call centers are managed o Engagement was unrelated to tenure and
gender
• Engagement reduces stress
• Solution: change break structure
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Bank Call Center Phase 1 Break Structure Phase 2 Break Structure
15 Minutes
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Phase 2 Results
0
5
10
15
20
25
Cohesion Stress Decrease Productivity
% C
hang
e
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$15M/year
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Perspectives
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Remote Work
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A Primer on Programming
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Remote Work Effect
0
10
20
30
40
50
60
Congruence Gap
Perc
ent
ag
e o
f De
pe
nde
ncie
s
Co-located
Remote
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$150M/year
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Distance Effect
0
10
20
30
40
50
60
70
Next Desk Same Row Same Floor Different Floor
% o
f Int
era
ctio
ns
Study 1 F2F
Study 1 E-Mail
Study 2 F2F
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Complex Projects
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16 Months
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6 Years $32 Billion
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What’s Next?
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Wrapping Up
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Retail Bank
Branch 1 Branch 2 Branch 3
Performance?
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Retail Bank
1 3 2
Branch 1 Branch 2 Branch 3