Download - HR Tools in Managing Knowledge Elena Dojranska Slabev HR & Administration Director September, 2007
HR Tools in Managing Knowledge
Elena Dojranska Slabev
HR & Administration Director
September, 2007
The COSMOTE GROUP
• operates in 5 countries
• more than 12 mil customers, addressing a market of 46 mil people
• in 2006 acquired GERMANOS
• employees more than 7, 500 employees
• COSMOTE’s 2006 EBT EUR 879 mil
COSMOTE’s growth rates significantly higher than sector average in the telecommunication service carriers in the EU. Making the Group one of the dominant players in the SEE
How does HR support the growth rate by managing
knowledge??• How do we make sure that we know the capabilities and
competencies that exist?
• How do we nurture them and further develop them?
• Are all information easily accessible to our employees when servicing a customer?
• Do we have the right leadership that ensures customer satisfaction and invites innovation?
The Tools vs. The OutcomesThe Outcomes
Skills, Competencies & Capabilities• Job Descriptions• Functional Skills Matrix• Competency Model (desired
behaviors) • Individual Development Plans
(IDP)• Performance Ratings Definitions• Capabilities Model
The Tools
• CF’s Business Plan• Performance Management Program (PMP)• ESS• 360 Feedback• Talent Management
The process:
Improve Target Setting
• Check for bottlenecks
• Dissemination of Information
• Succession planning
Knowledge Mapping:
•Job Enrichment• IDP’s define CF’s Y Training Plan• YonY Capability focus plan• Training vs. Project work vs. Coaching• C of Excellence & Best Practicing
Organizational Improvements Input:
The Interlink....
Organizational Business Plan
Department
Objective
Individual Objective
PMP
Merit Increase
Bonus Payout
DEVELOPMENT
REWARD
Development Needs
Competency
Assessment
Skills Assessme
nt
Individual Development Plan
What What
HowHow
Talent Management
How
Shared Business Targets “The Box”
Your Individual Objectives Criteria
January 2005 January 2007
How to get from IO setting to Business focus!!!
If only Uniliver knew what Uniliver knows!
Always ask your employees, they know what you are not aware of!!!
Main Elements of Impact
Company Effectiveness
Working Environment
Employee Development
& Reward
Dimensions of theEmployee
Satisfaction Survey ResultKey Drivers
Leadership
Empowerment
Career Development
Employee
Satisfaction
& Engagement
66% Impact
Internal Service Value
Customer Satisfactio
n
Customer Loyalty
Revenue Growth
Business Profitability
Company Effectiveness
Internal Effectiveness
External ReputationWorking Environment
Empowerment
Cooperation
Communication
Employee Treatment
Fairness & Respect
Recognition & Reward
Personal Development
Organizational Climate
“How it feels to work around
here?”
High Employee Engagement
Increase in the discretionary effort of
employees
Employee Performance / Productivity
Engaged Performan
ce
Employees’ Satisfaction linked to Business Results
28 – 32% impact on
Organizational Performance
Employee Commitment &
Retention
Employee Satisfaction Survey -Critical Success Factors
• A well developed communication strategy that maximized employee
participation-Focus Groups pre-survey
• Accurate interpretation of results through comparison with relevant
benchmarks and conversion of results to improvement actions
• Visible commitment to the value of the survey from senior management
• Fast and effective communication of the survey results to employees
• Action Plans per departments supported by coaching facilitation for
managers when implementing improvements within their
departments/teams
The most critical success factor for an employee satisfaction survey is the company’s engagement by taking improvement actions that are linked back to the survey
• Processes
– Reduce bureaucracy and simplify processes
– Improve atomization and data w/h-ing = make sure we have the
necessary information available at the write time!
• HR Systems
– Management Development: Leadership Training, 360o Feedback
– New Performance Management System (Personal targets +
competencies)
– Job Families Model
– Link and upgrade Career Paths according to the Job Families Model
Employee Satisfaction Survey- Organizational impact and HR follow up
The IntranetIt is a useful handy communication tool:
• It is accessible to all employees
•Provides basic information about the company
• Supports faster dissemination of latest changes in the company and the market environment
• A useful management tool for addressing the employees and passing a message
• Provides valuable feedback and information through tools such as the Competition Box, Customer Complaints, The Forums…
• Provides information of utilization of company assets
• Allows the employees to interlink, share joint interests and hobbies
Thank you for your attention!