ben waber people analytics

© 2013 Sociometric Solutions All Rights Reserved.

Ben Waber

People Analytics


Why is organizational change hard?


vs.


Solution


A Regular Day


Generating Data


62%

38%

12%

88%

21%

79% 29%

71%

Speaking Time


Turn Taking

21%

79% 29%

71%

62%

38%

12%

88%


Interac1vity

88%

38%

79%

71%


Posture

30◦


Energy Level

30◦

9 AM 10 AM 11 AM 12 PM 1 PM 2 PM


Digital Data

30◦

9 AM 10 AM 11 AM 12 PM 1 PM 2 PM


Tone of Voice


Speaking Speed


Volume


Individuals


Teams


Organizations


Sensing Technology

1997 2013


Sociometric Badge

Infra-Red (IR) Transceiver

Accelerometer

Microphone

Bluetooth


Case Studies


German Bank

E-Mail

Face-to-Face


Experts

?


All About Al

•  Talk to Al 66% Reduction in Completion Time

•  Al’s Productivity About Average


Expert Solution


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


Bank Call Center Phase 1 Break Structure Phase 2 Break Structure

15 Minutes


Phase 2 Results

0

5

10

15

20

25

Cohesion Stress Decrease Productivity

% C

hang

e


$15M/year


Perspectives


Remote Work


A Primer on Programming


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


$150M/year


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


Complex Projects


16 Months


6 Years $32 Billion


What’s Next?


Wrapping Up


Questions? [email protected]


Retail Bank

Branch 1 Branch 2 Branch 3

Performance?


Retail Bank

1 3 2

Branch 1 Branch 2 Branch 3

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