the customer as our conscience

• What impact does being a customer owned business have on us as

an employer?

• Our customers hold great importance on mutuality, they make

buying decisions because of our mutual status

• They have certain expectations of how we should behave

who we are

• In existence since 1980

• 500,000 customers

• £1bn Assets under management

• Selling Life Insurance, Regular Savings,

Health Insurance

• c200 employees

• 1 location, Harrogate

are there any challenges in this ideal?

• Harrogate is traditionally a negative unemployment

area

• Located in striking distance to Leeds and York, major

competitor organisations vying for the same skills

• House prices are at a premium

• Long terms careers vs. flat structure

• The biggest challenge of all…

2007 - Our first venture into testing employee satisfaction

no-one wants to play anymore?

• Legacy? What legacy? 2012 Olympic Stadium in danger of

being shut for years

behaviours, much more than HR speak

Integrating people measures

• Monthly balanced scorecard now features

• Reviews

1. Community

2. People

1. Appraisal and 121 recording

2. Structural skills assessment

3. Staff turnover and absence

4. Staff tenure & recruitment effectiveness

5. Headcount & budget costs

3. Infrastructure & Service delivery

4. Finances

taking a holistic approach to employment

Whole person employer practices

Work

taking a holistic approach to employment

Whole person employer practices

Work

Life

taking a holistic approach to employment

Whole person employer practices

Work

Life

Sleep

working to peoples’ strengths

knowing where I fit in

enigma/

new to role growth

dilemma core

UNDER performer effective trusted professional

h.i.p

n.g.l

external opportunities promotion

opportunities

cross-functional

opportunities

current role

improving our communications

internal

comms

physical

formal informal

employee

survey

Engage Forum

Friday breakfast

briefings

coffee mornings

business lunches

floors, walls & ceilings…

we’ll work hard on listening this year

are we getting it right?

86%

66%

68%

73%

59%

65%

62%

62%

72%

73%

73%

73%

50% 60% 70% 80% 90%

Overall I would recommend this

organisation as a great place to work

Overall I am satisfied with my job

I am not actively looking to leave the

organisation in the next 12 months

Overall Engagement Score

Upper Quartile Norm

Global Norm

Engage Mutual Overall 2011

Engage Mutual

2010-11

Engage Mutual

2011-12

Peer 2011-12

Industry 2011-12

76

78

80

82

84

86

88

90

92

ABI Survey results in relation to

overall customer service satisfaction from Engage Mutual

• Recruitment – reputation as a good employer

• Retention of staff improving

• Skills of staff increased

• Value of what we offer recognised by staff

looking ahead

Each staff member will have a living portfolio

containing:

The Strategy document & annual objectives of the

Society together with their:

• Current job description

• Strengths Finder 2.0 profile

• Annual objectives

• Skills assessment

• 121 monthly notes

• Development plan

• Recognition & achievements

summary

• Our customers determine our behaviours because of who

we have identified ourselves to be

• Managers & team leaders are instrumental

• We have had to get serious about people engagement

• The results of our work are encouraging

• We’ve started down the road where it just becomes what

we do

• The journey continues…

Thank you for listening