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How to Measure and Improve Employee Engagement - A Qualtrics Case Study with Sanford Health
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How to Measure and Improve Employee Engagement - A Qualtrics Case Study with Sanford Health

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  • To really know, enterprises are competing on insight. Customer insightMarket insightEmployee insight Competition and the accelerated pace of business means that company’s need to make decisions fast and they need to be right.Organizations are becoming more data-driven and customer obsessed
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How to Measure and Improve Employee Engagement - A Qualtrics Case Study with Sanford Health How to Measure and Improve Employee Engagement - A Qualtrics Case Study with Sanford Health Presentation Transcript

  • How to Measure and Improve Employee Engagement A Qualtrics Case Study with Sanford Health Wednesday, January 22, 2014 1 ©2013 Qualtrics – Company Confidential 1/22/201 4
  • Scott Schaefer Enterprise Director of Human Capital Strategy 2 Mike Maughan Employee Insight Product Marketing ©2013 Qualtrics – Company Confidential 1/22/201 4
  • If the answer is known, Google it. If the answer is unknown, Qualtrics it. Google’s mission is to organize the world’s information and make it universally accessible and useful. 3 ©2013 Qualtrics – Company Confidential Qualtrics’ mission is to make it easy to gather, analyze, and understand the world’s customer, market and employee insights. 1/22/201 4
  • Who is Qualtrics? The Global Leader in Enterprise Survey Technology Leader in Enterprise Customers 4 ©2013 Qualtrics – Company Confidential Leader in Colleges and Universities Leader in Growth and Innovation
  • Leading Institutions Choose Qualtrics Employee Insights 5 ©2013 Qualtrics – Company Confidential
  • Top 5 Ways to Use Qualtrics to Gather Employee Insights 1. Employee Engagement Surveys 2. 360-degree Employee Assessments 3. Employee Satisfaction 4. Employee Feedback 5. Exit Interviews 6 ©2013 Qualtrics – Company Confidential
  • Employee Engagement Surveys and 360-degree Employee Reviews Employee Engagement Surveys show you how to improve organizationally. 7 ©2013 Qualtrics – Company Confidential 360-degree Employee Reviews show you how to improve individually.
  • What is Employee Engagement? Definitions differ, but the majority of engagement measures include: • • • • • • • 8 Career advancement Goal setting and feedback Job satisfaction and fit Leadership Recognition / non-monetary rewards Teamwork and cooperation Training and development opportunities ©2013 Qualtrics – Company Confidential Bersin, Employee Engagement August 2012
  • How Engaged are Employees? According to Gallup’s 2013 State of the American Workplace only 30% of employees are engaged in their work. If your company were a 10-person bicycle, statistically speaking: • 3 employees are peddling with all their hearts • 5 are just along for the ride, pretending to pedal • 2 are slamming on the brakes 9 ©2013 Qualtrics – Company Confidential
  • Diagnosing Disengagement: Stop the Infection From Spreading • Actively disengaged employees cost the US economy ½ a trillion dollars per year • They are more likely to: • Steal from their employers • Negatively influence co-workers • Drive customers away 10 ©2013 Qualtrics – Company Confidential
  • Why Organizations Care About Employee Engagement Engagement Drives: • Quality • Revenue • Customer Service • Retention • Productivity 11 ©2013 Qualtrics – Company Confidential Bersin, Employee Engagement August 2012
  • Make Insight a Competitive Advantage How do your employee engagement levels tie to customer satisfaction? What does that connection mean to the bottom line? With a unified insight platform, Qualtrics makes it easy to find out. 12 ©2013 Qualtrics – Company Confidential
  • Business Impact of Employee Engagement Best Buy has identified that a 0.1% increase in employee engagement leads to an over $100,000 increase in a store’s annual operating income Sanford Health measured a 3x increase in patient satisfaction in high engagement vs. low engagement hospitals and clinics 13 ©2013 Qualtrics – Company Confidential Harvard Business Review, Competing on Talent Analytics
  • Employee Engagement: Technology is Making it Easier ©2013 Qualtrics – Company Confidential
  • • • Largest, rural not-for-profit health care system in the nation • 39 hospitals, 140 clinics, 1,360 physicians and 26,000 employees • 15 Headquartered in Sioux Falls, SD Gifts from Denny Sanford total nearly $700 million and make possible several initiatives include establishing global children’s clinics, research centers and finding cures for type1 diabetes and breast cancer. ©2013 Qualtrics – Company Confidential
  • Challenges Created static manager reports Significant time delays to receive survey data Suffered from survey fatigue 16 ©2013 Qualtrics – Company Confidential
  • Solution • Aligned 3 different regional surveys into a single enterprise survey • Became independent of any external vendor timelines • Implemented sophisticated question types and statistical analyses, yet enduser experience remained simple, action-oriented, and dynamic 17 ©2013 Qualtrics – Company Confidential “ We were able to move from generalities to actionable behaviors.
  • Results • Saved $500K per year over hiring an external vendor • Cut the time from survey creation to result delivery by 6 months • 50% increase in overall volume of research they could perform • Created unique dashboards for 1,000 managers updated in real-time, allowing managers to segment, drill down, and roll-up data • Dashboard utilizes statistical analyses for reporting action-planning data 18 ©2013 Qualtrics – Company Confidential
  • Features • Overall Engagement: Item-level response information • Compare across regions, leaders, departments • Segment and filter results dynamically • Make sense of open-ended comments by using text filters and word clouds • All employees can view overall engagement ratings 19 ©2013 Qualtrics – Company Confidential
  • Dashboard Filter 20 ©2013 Qualtrics – Company Confidential
  • Hierarchical Reporting 21 ©2013 Qualtrics – Company Confidential
  • Engagement Drivers 22 ©2013 Qualtrics – Company Confidential
  • Qualtrics Employee Engagement Employee Surveys Made Simple With Qualtrics Employee Engagement, you get: 1. Real-time results 2. Sophisticated hierarchical reporting 3. Individualized, custom dashboards 4. Flexible form creation ©2013 Qualtrics – Company Confidential
  • Qualtrics Insight Summit 24 ©2013 Qualtrics – Company Confidential
  • Questions? 25 ©2013 Qualtrics – Company Confidential
  • Scott Schaefer Mike Maughan Scott.Schaefer@sanfordhealth.org 605.328.6694 mmaughan@qualtrics.com 385.203.4564 ©2013 Qualtrics – Company Confidential