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Aug 24 2011
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Business, Employee Engagement, Human Resources, Leadership, Management

How Can HR Use Engagement Surveys to Drive Business Performance?

Several companies invest thousands of dollars in running Employee Engagement surveys. Typically, they use the survey results to benchmark workplace experiences with other organizations,  determine enterprise-level priorities, drive key HR programs, set engagement-related KPIs, involve managers in the action planning process etc. But one of the key elements missing is how do we use these insights from the survey, fortify them and use them to really drive business performance. I often find that we miss connecting those critical dots. If HR has to ‘get a seat at the table’, then all it’s initiatives should link back to business performance, including employee engagement.

I could think of one potential approach, and it may be suitable to larger size organizations with a decent number of “units of analysis” i.e. bank branches, retail stores, production sites etc. If we have sufficient number of units to study, the first step would be to start linking the employee engagement survey data to business metrics. Think sales, profitability, productivity, employee attrition, customer survey scores, safety incidents, customer waiting time etc. Then you would need some analytical wizardry to examine how these metrics link to employee survey data. Do highly engaged bank branches have higher loan growth and higher net interest margin? Or do low engagement manufacturing plants showlow productivity as well? Or worse, the linkage is not meaningful or not strong enough (in which case you really need to go back to the drawing board to design a good survey). Such linkages help to establish the validity of your employee research frameworks and help create buy-in among the senior leadership team.

The next step is really to take it a notch further up. Based on the above linkage analysis, you would have identified your high / average / low performing units. Now, the way HR can really add value and improve business performance is by replicating the high performing units. How do you do that? Well, you try to examine what differentiates these high performing units from others. You could look at a range of variables for employees in these groups – age, tenure, experience, competencies, managerial practices – anything that can hypothetically differentiate performance. And yes, you could also connect it all back to the employee survey and see what issues are these “high engagement – high performance” units particularly satisfied on as compared to other units. Again, we are just looking for factors which can differentiate or even predict engagement and performance

Only when you have insights of this depth, then you could work out a plan for replicating such high-performance. Such insights can provide inputs into recruitment plans, talent management, rewards, training & development, career progression etc.  And all this will potentially have much more credibility since you have validated these against business outcomes.

What do you think? How are you using employee survey data to improve business performance? Drop in a line if you would like to discuss this in details.

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Aug 13 2011
1 Comment
Business, Employee Engagement, Enterprise 2.0, Human Resources, Management, Social Media, Technology

Gamification of the Enterprise

One of the blogs I love reading is The Future Of Work blog by Socialcast. It has great content about things I am passionate about – social media, organization development, employee engagement, collaboration tools etc. They also put up great infographics every now and then. I just couldn’t resist posting their infographic titled “Adding Play Into the Enterprise”. It does a crisp summary of employee engagement trends, the explosion of gaming and how they can be married together. My favorite bit is when they compare the ‘Gaming World’ with the ‘Job World’. So, your job title is the “level”, salary is “score”, promotions are “level up” and performance reviews are the “stat summary”. That’s a cool way to think about it!

Enjoy the infographic! And do share your best ideas on gamification.

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Jul 14 2011
8 Comments
Business, Employee Engagement, Human Resources, Management

Employee Value Proposition – Think Delivery, Not Just Design & Communications

I have been thinking about one of the hottest trends in HR circles – Employee Value Proposition. The origin of Value Proposition perhaps is in strategy and marketing. Kaplan & Norton, who introduced the world to Balanced Scorecards, said – “Strategy is based on a differentiated value proposition. Satisfying customers is the source of sustainable value creation.” Which leads us to another commonly used term Customer Value Proposition. Wikipedia defines it as – “a Customer Value Proposition consists of the sum-total of benefits which a vendor promises a customer will receive in return for the customer’s associated payment.” Essentially, we are talking about a the “delivery of a promise” in return for something that’s valuable to the customer (usually money payment, search costs etc.). The “promise” itself isn’t sufficient, the delivery is critical to the value proposition.

Employee Value Proposition (EVP) can also be understood in a similar way. It is the sum-total of benefits and experiences a company promises an employee in return for the employee’s time and efforts. The EVP can include compensation, benefits, learning & development opportunities and the overall workplace experience. Usually, companies would define their EVP through some combination of these. So, that’s the promise. But, the crucial challenge for HR, leaders and managers is to deliver on the EVP.

Many a times, I see HR professionals in a rush to define the EVP and communicate it to the world. We want to create a message, come up with great tag-lines, brand the communications and throw it out. Advertisements, posters, billboards, social media – you can do it all and still achieve nothing. A badly execution EVP strategy can never solve talent attraction and retention problems. To be effective in the EVP initiative, it is equally or more important to think about whether existing systems, policies, culture, management style and processes support the delivery of the EVP. If not, then we need to think about what changes are required. Your Employer Brand could fail miserably if the brand doesn’t deliver on the promises. And in this day and age, sentiments are often vented quite openly on public channels.

So, if your EVP promises “a culture that thrives on teamwork, leveraging collaboration to solve X challenges”, but employees join the organisation only to find silos, then its a failure. Or if you promise “performance based pay and best-in-class benefits”, but pay is driven by tenure and benefits are just about average when compared to other organizations, employees will feel disenchanted. The list of examples can be endless.

So, the first step is to look within, not outside. Look within and ensure that the delivery mechanisms are in place. If you get it right, you will just end up creating engaged employees, who also act as advocates for the Employer Brand. It’s as much about the delivery, as it is about the those feel-good, slick communications.

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Jul 06 2011
8 Comments
Blogging, Business, Employee Engagement, Human Resources, Leadership, Management

Carnival of HR – The Talent Race

Alright people! I bring to you the latest Carnival of HR. Themed as “The Talent Race”, this edition contains interesting posts about how could organizations effectively Attract, Engage and Retain their employees and what are the latest practices in Talent Management. Additionally, I wanted to have some Asian flavours by getting posts by people writing about the Asian context. Unfortunately, I didn’t get many posts about talent management practices from Asia. And that means that one, we need more professionals in Asia to blog on the subject and two, I need to expand my Asian network even more!

  • Jon Ingham is one of my favourite bloggers. He feels that there is a need for a differentiated unique proposition for people management. Sticking to the theme of “talent race”, he shares how Haier (a consumer electronics MNC that started off in China) established race tracks for a unique way of managing their talent base.
  • Laura Schroeder wonders where has all the talent gone. She analyzes reports from the Economist Intelligence Unit and Bersin & Associates to come up with strategies to bridge the talent gap.
  • Tanmay Vora writes at the QAspire blog and shares with us some Core Lessons in Leading & Managing People. He says that “working with people, guiding a team and helping them in their quest for peak potential is one of the noblest things we can do as leaders. It is an opportunity and an obligation as well.
  • As HR professionals, we are often heard advising employees to “take charge of your own development”. But do most employees really know how to do this? In this post, Dan McCarthy, from Great Leadership, offers a free step-by-step self-study guide to developing leadership skills. Best of all, it’s free to use and/or share, as a way to engage and retain valuable employees who are willing to learn on their own but need a little structure”.
  • Heard about the “HR Hairball”? Find out in this excellent post by Mark Stelzner.
  • It might be important to hire employees for their skills, but hiring for culture-fit is really important as well. Wally Bock shares his views on Hiring Well. One of my favourite lines from the blog post – “Performance and growth are often situational”.
  • Amy Wilson writes about transforming existing performance models into one that is more work-centric and embedded in the natural flow of business to get the best work done.
  • A strong learning & development platform is critical for organization looking at managing their talent base effectively and driving sustained business performance. Linda Fisher Thornton from Leading in Context shares 11 Learning & Development Reports. Informative!
  • Anita Lettink feels that “best practices” may not always work for you because you have your own unique context. Instead, she shares some guidelines for winning the Talent Race.
I would like to thank all the contributors for sharing their ideas. Also, thanks to Shauna Moerke for the giving me the opportunity to host the Carnival of HR.
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Jun 26 2011
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Blogging, Business, Human Resources, Management

Upcoming Carnival of HR

After a long long wait, I am ready to host my first Carnival of HR.

As a consultant, I constantly meet HR professionals and get great opportunities for conversations. What I realize from these conversations is that most HR professionals are in a race – the “Talent Race”. And the race seems to get hotter and harder as some parts of the globe ease out of the economic downturn and are preparing for the next growth phase. So, tell me more about what are your latest & greatest ideas about winning the race – specifically how do you think we should go about attracting, engaging and retaining talented people in our organisations? What’s new in talent management?

And since I am based in sunny Singapore, posts with an Asian flavour would go to the top of the pile! So, start putting your thoughts together and write out the next best idea. Few things to keep in mind:

  • Submit a recent post. Something that is written in the 2 weeks preceding the Carnival
  • Send me the posts by 4th July, 2011. My email is i at abhishekmittal dot com
Hope to hear from you soon!
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