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
m
Ryan Caligiuri
us!
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