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© expat technology forum 2004 all rights reserved
expatriate programme performance metricsexpatriate programme performance metricsexpatriate programme performance metricsexpatriate programme performance metrics
EPPM Survey: an online instrument which delivers a EPPM Survey: an online instrument which delivers a
clear insight into the effectiveness of our global mobility clear insight into the effectiveness of our global mobility
programme and its supporting servicesprogramme and its supporting services
EPPM Survey: an online instrument which delivers a EPPM Survey: an online instrument which delivers a
clear insight into the effectiveness of our global mobility clear insight into the effectiveness of our global mobility
programme and its supporting servicesprogramme and its supporting services
© expat technology forum 2004 all rights reserved
BackgroundBackgroundBackgroundBackground
Our businesses rely on international mobilityOur businesses rely on international mobility
to deliver expertise where it is most neededto deliver expertise where it is most needed
to support and control our organisationsto support and control our organisations
to develop our management teamsto develop our management teams
ButBut
the costs are highthe costs are high
it means upheaval for key employees and their families it means upheaval for key employees and their families
We must ensure our programme is effective and efficientWe must ensure our programme is effective and efficient
EPPM Survey designed to examine effectivenessEPPM Survey designed to examine effectiveness
Our businesses rely on international mobilityOur businesses rely on international mobility
to deliver expertise where it is most neededto deliver expertise where it is most needed
to support and control our organisationsto support and control our organisations
to develop our management teamsto develop our management teams
ButBut
the costs are highthe costs are high
it means upheaval for key employees and their families it means upheaval for key employees and their families
We must ensure our programme is effective and efficientWe must ensure our programme is effective and efficient
EPPM Survey designed to examine effectivenessEPPM Survey designed to examine effectiveness
© expat technology forum 2004 all rights reserved
Survey objectivesSurvey objectivesSurvey objectivesSurvey objectives
To measure To measure
key activities which support mobilitykey activities which support mobility
the ‘holistic’ experience of mobility for our employeesthe ‘holistic’ experience of mobility for our employees
To provide ‘instant’ benchmarking To provide ‘instant’ benchmarking
internally (e.g. by sending or receiving region/country)internally (e.g. by sending or receiving region/country)
with peers (i.e. other multinational/global companies)with peers (i.e. other multinational/global companies)
over time to expose trendsover time to expose trends
With these metrics to empower management toWith these metrics to empower management to
track performance in both internal and external servicestrack performance in both internal and external services
drive improvementdrive improvement
improve the value of our mobility programmeimprove the value of our mobility programme
To measure To measure
key activities which support mobilitykey activities which support mobility
the ‘holistic’ experience of mobility for our employeesthe ‘holistic’ experience of mobility for our employees
To provide ‘instant’ benchmarking To provide ‘instant’ benchmarking
internally (e.g. by sending or receiving region/country)internally (e.g. by sending or receiving region/country)
with peers (i.e. other multinational/global companies)with peers (i.e. other multinational/global companies)
over time to expose trendsover time to expose trends
With these metrics to empower management toWith these metrics to empower management to
track performance in both internal and external servicestrack performance in both internal and external services
drive improvementdrive improvement
improve the value of our mobility programmeimprove the value of our mobility programme
© expat technology forum 2004 all rights reserved
Survey featuresSurvey features
QuestionnaireQuestionnaire
Survey featuresSurvey features
QuestionnaireQuestionnaire
© expat technology forum 2004 all rights reserved
© expat technology forum 2004 all rights reserved
© expat technology forum 2004 all rights reserved
© expat technology forum 2004 all rights reserved
Survey featuresSurvey features
Results analysisResults analysis
Survey featuresSurvey features
Results analysisResults analysis
© expat technology forum 2004 all rights reserved
© expat technology forum 2004 all rights reserved
© expat technology forum 2004 all rights reserved
Survey design strengthsSurvey design strengthsSurvey design strengthsSurvey design strengths
Content and methodology designed with ETF workgroup Content and methodology designed with ETF workgroup
Design has responded well in the completed surveys with Design has responded well in the completed surveys with good feedback (response rates between 55-75%)good feedback (response rates between 55-75%)
Simple web-based approach allows for global reachSimple web-based approach allows for global reach
Data design allows for complex analysis of the results Data design allows for complex analysis of the results without delaywithout delay
Comments encouraged on poor score questions help to Comments encouraged on poor score questions help to clarify issuesclarify issues
Instant external benchmarks help highlight areas of Instant external benchmarks help highlight areas of genuine weaknessgenuine weakness
Content and methodology designed with ETF workgroup Content and methodology designed with ETF workgroup
Design has responded well in the completed surveys with Design has responded well in the completed surveys with good feedback (response rates between 55-75%)good feedback (response rates between 55-75%)
Simple web-based approach allows for global reachSimple web-based approach allows for global reach
Data design allows for complex analysis of the results Data design allows for complex analysis of the results without delaywithout delay
Comments encouraged on poor score questions help to Comments encouraged on poor score questions help to clarify issuesclarify issues
Instant external benchmarks help highlight areas of Instant external benchmarks help highlight areas of genuine weaknessgenuine weakness
© expat technology forum 2004 all rights reserved
Overview of the survey processOverview of the survey processOverview of the survey processOverview of the survey process
Phase 1: Planning and customisation Phase 1: Planning and customisation Phase 1: Planning and customisation Phase 1: Planning and customisation
Phase 2: Preparation for launch Phase 2: Preparation for launch Phase 2: Preparation for launch Phase 2: Preparation for launch
Phase 3: Survey hosting Phase 3: Survey hosting Phase 3: Survey hosting Phase 3: Survey hosting
Phase 4: On-line review Phase 4: On-line review Phase 4: On-line review Phase 4: On-line review
Phase 5: Workshop Phase 5: Workshop [optional][optional]Phase 5: Workshop Phase 5: Workshop [optional][optional]
1 week
1 week
4-6 weeks
On-going
1 day
6-8 weeks
© expat technology forum 2004 all rights reserved
6-8 weeks
. . . overview of the survey process. . . overview of the survey process . . . overview of the survey process. . . overview of the survey process
Phase 1: Planning and customisation Phase 1: Planning and customisation Phase 1: Planning and customisation Phase 1: Planning and customisation
Agree timing and scope of surveyAgree timing and scope of survey
Customise questionnaire(s)Customise questionnaire(s)
Agree timing and scope of surveyAgree timing and scope of survey
Customise questionnaire(s)Customise questionnaire(s)
1 week
© expat technology forum 2004 all rights reserved
6-8 weeks
. . . overview of the survey process. . . overview of the survey process . . . overview of the survey process. . . overview of the survey process
Phase 2: Preparation for launchPhase 2: Preparation for launchPhase 2: Preparation for launchPhase 2: Preparation for launch
1 week
Prepare database of target respondentsPrepare database of target respondents
Draft and issue launch email to respondentsDraft and issue launch email to respondents
Prepare database of target respondentsPrepare database of target respondents
Draft and issue launch email to respondentsDraft and issue launch email to respondents
© expat technology forum 2004 all rights reserved
6-8 weeks
. . . overview of the survey process. . . overview of the survey process . . . overview of the survey process. . . overview of the survey process
Phase 3: Survey hostingPhase 3: Survey hostingPhase 3: Survey hostingPhase 3: Survey hosting
4-6 weeks
Survey open for online completionSurvey open for online completion
Deal with technical enquiries from respondentsDeal with technical enquiries from respondents
Issue follow-up email(s) to prompt completionIssue follow-up email(s) to prompt completion
Survey open for online completionSurvey open for online completion
Deal with technical enquiries from respondentsDeal with technical enquiries from respondents
Issue follow-up email(s) to prompt completionIssue follow-up email(s) to prompt completion
© expat technology forum 2004 all rights reserved
6-8 weeks
. . . overview of the survey process. . . overview of the survey process . . . overview of the survey process. . . overview of the survey process
Phase 4: On-line review Phase 4: On-line review Phase 4: On-line review Phase 4: On-line review
On-going
Survey results available to nominated individualsSurvey results available to nominated individuals
Can be viewed while survey still in progressCan be viewed while survey still in progress
Integrated analytical tools for internal benchmarkingIntegrated analytical tools for internal benchmarking
One-click cross-company benchmarkingOne-click cross-company benchmarking
Survey results available to nominated individualsSurvey results available to nominated individuals
Can be viewed while survey still in progressCan be viewed while survey still in progress
Integrated analytical tools for internal benchmarkingIntegrated analytical tools for internal benchmarking
One-click cross-company benchmarkingOne-click cross-company benchmarking
© expat technology forum 2004 all rights reserved
6-8 weeks
. . . overview of the survey process. . . overview of the survey process . . . overview of the survey process. . . overview of the survey process
Phase 5: Workshop Phase 5: Workshop [optional][optional]Phase 5: Workshop Phase 5: Workshop [optional][optional]
1 day
Optional facilitated workshop to consider results and Optional facilitated workshop to consider results and prepare an action plan to drive improvementprepare an action plan to drive improvementOptional facilitated workshop to consider results and Optional facilitated workshop to consider results and prepare an action plan to drive improvementprepare an action plan to drive improvement
© expat technology forum 2004 all rights reserved
Summary of benefitsSummary of benefitsSummary of benefitsSummary of benefits
Comprehensive, independent assessment of service providersComprehensive, independent assessment of service providers
Quickly identify causes and importance of inadequate serviceQuickly identify causes and importance of inadequate service
Holistic assessment of assignment experience and outcomesHolistic assessment of assignment experience and outcomes
Instant comparisons by employee / assignment demographicsInstant comparisons by employee / assignment demographics
Instant comparisons with external benchmarksInstant comparisons with external benchmarks
Independently administered - low burden on internal resources Independently administered - low burden on internal resources
Low cost encourages repeatability to observe trendsLow cost encourages repeatability to observe trends
Platform for driving improvements in service deliveryPlatform for driving improvements in service delivery
Solid metrics help demonstrate management competenceSolid metrics help demonstrate management competence
Comprehensive, independent assessment of service providersComprehensive, independent assessment of service providers
Quickly identify causes and importance of inadequate serviceQuickly identify causes and importance of inadequate service
Holistic assessment of assignment experience and outcomesHolistic assessment of assignment experience and outcomes
Instant comparisons by employee / assignment demographicsInstant comparisons by employee / assignment demographics
Instant comparisons with external benchmarksInstant comparisons with external benchmarks
Independently administered - low burden on internal resources Independently administered - low burden on internal resources
Low cost encourages repeatability to observe trendsLow cost encourages repeatability to observe trends
Platform for driving improvements in service deliveryPlatform for driving improvements in service delivery
Solid metrics help demonstrate management competenceSolid metrics help demonstrate management competence
© expat technology forum 2004 all rights reserved
Next stepsNext stepsNext stepsNext steps
For more information on the EPPM survey:For more information on the EPPM survey:
visit www.expatmetrics.comvisit www.expatmetrics.com
or contactor contactMichael EliaMichael Elia
+44 1344 898001+44 1344 898001
[email protected][email protected]
Tom BrazierTom Brazier
+1 617 250 6685+1 617 250 6685
[email protected]@air-inc.com
For more information on ETFFor more information on ETF
visit www.etf-online.comvisit www.etf-online.com
For more information on the EPPM survey:For more information on the EPPM survey:
visit www.expatmetrics.comvisit www.expatmetrics.com
or contactor contactMichael EliaMichael Elia
+44 1344 898001+44 1344 898001
[email protected][email protected]
Tom BrazierTom Brazier
+1 617 250 6685+1 617 250 6685
[email protected]@air-inc.com
For more information on ETFFor more information on ETF
visit www.etf-online.comvisit www.etf-online.com