how to use employee feedback to drive breakthroughs

How to Use Employee Feedback to Drive Breakthroughs

#HRfeedback

Robin Schooling, SPHR

Managing Director | Strategist

Silver Zebras, LLC

Ryan Caligiuri

Chief Marketing Officer

ClearPicture

@RobinSchooling @RyanCaligiuri

what engagement is…and isn’t…

“employee engagement is the emotional commitment

the employee has to the organization and its goals”

Kevin Kruse

22% in profitability

work units top quartile vs.

work units bottom quartile

Gallup - Q12 (2012)

10% on customer ratings

21% in productivity

outperformed

by collecting, analyzing and acting upon information you can

drive change in your organization

Correlating the Data

Gathering Feedback

Clarifying the Purpose

Analyzing the Data

Taking Action

The Feedback Process

step 1: clarifying the purpose

what is your purpose

and what is the

meaning?

nine performance outcomes

lower/less

absenteeismturnovershrinkage (theft)safety incidentspatient safety incidentsquality incidents (defects)

higher

customer ratings/metricsproductivityprofitability

Gallup…2012 meta-analyses

- increase revenue

- drive innovation

- cost efficiency

- a strategic corporate shift

common business reasons

- increase engagement

- improve productivity

- reduce turnover

- reduce costs

common ‘HR’ reasons

- doesn’t have senior leadership

sponsorship

- seen as an HR ‘project’

- conducted in order to sell employees an

idea

- viewed as an easy fix

common problems

Hay Group..2012

“a strategic initiative with the sole objective of providing guidance around the matter of how and where to invest

in people to maximise business performance”

employees will want to

know…

•is this anonymous?

•how much time will this

take…and can I complete

during work time?

•what sort of incentive is

there?

most important!

employees want to know their voice will be heard!

step 2: gathering feedback

how will you…

focus on the

diverse needs of

your audience?

gather feedback?

•online?

•paper-based?

•mobile?

consider

multilingual

delivery?

…may determine the answers

too gentle? too confusing?

how you ask the questions…

ask both open ended

and

closed ended questions

tip!

how do you make sure they show

up?

how do you make sure they show

up?

mobile

gamification where are they?

social

think like a marketer

incentives

step 3: analyzing the data

what are you hearing?

types of data

quantitative

deals with numbers

can be measured

qualitative

deals with descriptions

observed not measured

don’t mistake correlations for

causation

don’t make invalid comparisons

accurately establish margins of

error

approach the data

correctly

and

of

beware

biases

conclusions

step 4: correlating the data

Photo credit: swisscan / Foter.com / CC BY-NC-SA

what additional data do you need?

productivity

stats

performance

data

HR information

new hire

surveys

look across the enterprise

logistics

sales

service

external

channels

customer

reviews

other social data

candidate

feedback

- who and what impacts your department?

- how do improvements in another area

impact your success?

think about…

•meetings with employees

•small focus groups

•probe for clarity

follow up

step 5: taking action

the biggest complaint?

nothing ever comes of

it!

build a timeline

Augu

st

Dec

embe

r

Oct

obe

rpr

ojec

t ch

arte

r up

date

xyz

due

abc

pres

ente

d

Sept

embe

r

June

- set goals

- plan for communication

- monitor progress

- hold people accountable

to do…

when it’s time for action

who will

do what

by when?

consider

‘pulse’survey to measure impact of

change

… social

… collaborative

… transparent

be…

gathered

feedback analyzed the

data develop

solutions

raving results

conclusion

take take actionaction

communicatecommunicate&&

clarifyclarify

havehavepurposepurpose

without data it’s only conjecture!

Breakthrough Opportunity Assessment (BOA)

If you want to discover a breakthrough in your own organization or want to see companies that have created breakthroughs by collecting, analyzing, correlating and taking action on employee data/insights then inquire about a free BOA.

I want more information on the BOA

questions?

Robin Schooling, SPHR

robin@silverzebras.co

m

Ryan Caligiuri

rcaligiuri@clearpicture.comcontact

us!