Company
LOGO
Employee Engagement
to achieve "better business performance
through staff satisfaction
Company
LOGO
Section 1
What is Employee Engagement
Definition
• Employee engagement is personified by
the passion and energy employees have
to give of the of their best to t...
Three aspects
• Engagement can be summed up by how
positively the employee:
• Thinks about the organization
• Feels about ...
Customer service
• Customer is King, Employee is Queen
• Touch points and moment of truth
• If you look after your staff, ...
Customer service
• Customer is King, Employee is Queen
• Touch points and moment of truth
• Pre-purchase experience – ads,...
Customer service
Indifference Apostle
Cynics 2nd
Chance
WHAT
HOW
Good
Product
And
service
Personal Interaction with People...
Work 2.0
Today’s employees looking for such things
like
• Work life balance
• Doing a meaningful job
• Making a difference...
End Product of Engagement
• Cognitive engagement – focus on work
• Emotional engagement – feel engrossed at work
(here and...
Engagement Levels
Yes Men Stars
Victims Cynics
Positive
Attitude
Inaction Action
Negative
Attitude
Engagement Levels
Yes Men
Avoid taking risks
Keeping a low profile
Reluctant to change
Stars
Open to possibilities
Be opti...
Engagement Levels
Yes Men
I would
I could
Stars
I will
I can
Victims
I won’t
I can’t
Cynics
It won’t
It can’t
Positive
Att...
EE Model
• “WIFI” model (“well-being, information,
fairness, involvement”) to establish an
employee engagement program
Service-Profit Chain
• Internal service quality
• Employee satisfaction
• Employee retention
• External service quality
• ...
Internal service quality
• Right tools for the job
• Adequate resources
• Effective and efficient system
• Appropriate str...
Employee Satisfaction
• Leaders who focus on customers
• Leaders who role model excellent services
• Clear direction setti...
Tangible Results
• AT&T: 3% increase of employee
satisfaction – 1% in customer satisfaction
• Sear: 10% es – 2,5% cs – 1% ...
Gallup
• 29% fully engaged
• 49% indifferent
• 22% actively disengage –
high turnover
high absenteeism
political-in-fighti...
Walt Disney world management
• Philosophy towards employee is
• Make them feel special
• Treat them as individuals
• Respe...
Research of EE (ROI)
• Towers Perrin – 17% in performance and
profitability
• Sirota Consulting – Share prices increase
of...
Questions
• What do you hope to gain?
• What will your business partners perceive
of employee engagement?
• What business ...
Company
LOGO
Section 2
The Journey Begin
Gaining Buy in
• Gain support from management team
• Seek a high level sponsor
• Discuss the benefits of ee and develop a
...
The Starting Point
• Engagement survey
• Ad hoc survey
• Recruitment survey
• Attrition rates
• Absenteeism rates
• Qualit...
Employee Engagement Survey
45 questions
Section 1 – 10 questions (recruitment &
training)
Section 2 – 10 questions (superv...
Key Points
• Pilot run the survey, use cross functional
team to review questions
• Communicate the survey– why and what
• ...
Company
LOGO
Section 3
Key Drivers of Engagement
Identify Key Drivers
• Use focus group to discuss about
engagement
• For example:
• Challenging work
• Input on decision m...
Feeding back results
• Communicate the findings
• Senior leaders discuss about the solutions
• Set specific organization g...
Summarize the Findings
Strengths Weaknesses
Opportunities Threats
Importance and Impact
Importance and Impact
Givens Engagement
Drivers
Margins Hidden
Opportunities
10
10
1
Importance
Impact
Questions
• List the key drivers
Specific target population
Company
LOGO
Section 4
Developing an EE Strategy
Process
• SWOT
• Organization’s vision, mission and values
• Outline Organization’s key objectives
• Define EE strategy an...
WIFI Model
• Well Being
• Information
• Fairness
• Involvement
The Impact of WIFI
• WIFI
• Employee Feelings
• Employee Contribution Improvement
• Organization Performance Increase
Employee Engagement Survey
45 questions
Section 1 – 10 questions (recruitment &
training)
Section 2 – 10 questions (superv...
Transformational Changes
• Reading for change
• Create a shared vision and common
directions
• Demonstrate strong leadersh...
Work Breakdown Structure
• Involvement of end users
• Support of senior management
• Clear statement of requirements
(obje...
Four Stages of Planning
• Defining the program
• Planning
• Implementing and monitoring
• Evaluate the process
Project Management
• Roles and Responsibilities
• Project scope process (sponsor, project
manager and team members)
• RACI...
Questions
• Which aspects of WIOFI need to be
improved
• Develop a work breakdown structure to
show the activities
• Whose...
Company
LOGO
Well Being
1st
of the Key Driver
Well Being
• Scope
• How the company is perceived externally
and how well employees are treated
internally
Indicators
• Motivation
• Meaning: CSR
• Employer Brand – living the brand, organization
values and Behaviours
• Work life...
Questions
• Increase CSR activities
• Strengthen of employer brand
• Organization values
• Alignment of organization bahav...
Company
LOGO
Information
2nd
Driver
Information
• Clear sense of direction
• Terminology
Vision – Mission
Goals – Strategy – Results
Values – Behaviours – Res...
Developing a Vision of the Future
• Developing and communicating vision
• Set strategic goals
• Develop Critical success f...
Indicators
• Developing Vision and Strategies
• Keeping people informed
• Internal communications department
• Making info...
Management
• Com personnel must be
Direct, Engaging, Systematic and
Cohensive
• Helping SLT to improve their
communication...
Company
LOGO
Fairness
3rd
Key Driver
Fairness
• Respecting the individual
• Recruitment and selection
Assessment center and behaviours interviewing
• Induction...
Company
LOGO
Involvement
4th
Key Driver
Three Levels of Involvement
• Direct line manager
• With other teams
• With the organization as a whole
Activities
• The Role of Line Manager
Coaching and Facilitation skills
• Empowerment
No Go – Yes Then Go – Go Then let
Kno...
With Other Teams
• Team Bonding – monthly activities
Involvement with Senior Manager
• Terima Kasih Day
• Star Performance Award
Checklist
• P.181
Company
LOGO
Agent of Change
HR Department
• Four Key skills:
• Read the political landscape
• Influencing skills
• Coaching skills
• Marketing skills
Leaders
• Leadership Practices
• Building employee engagement
a. communicating a clear vision of the
future
b. Building tr...
Leadership Development
• Business Intelligent (BQ)
Business expertise
thinking strategically
Listening and anticipating cu...
Leadership Dev
• EQ
• Understand feelings of self and others
• Listening
• Emphatic
• Sharing feelings
• Appreciating othe...
Leadership Dev SQ
• Spiritual Intelligent (SQ)
• Their life and purpose
• Their roles and contribution
• Their values to t...
Leadership Dev
• Political Intelligent (PQ)
• Aware of power base
• Source of power
• Reco0gnizing levels of influence dur...
Line Manager
• People join organizations and leave
bosses
• The influence of line managers
• Steps for managers to engage ...
Environment Created
Cosy Motivating
Apathy Stressful
High
HighLow
Support
Challenges
Environment Creation
• 30 questions with calculation p. 205-207
30 questions of support & challenge
• P 205-207
12 Questions from Gallup
• Do you know what is expected of you at work?
• Do you have the materials and equipment you
need...
12 Questions from Gallup
• Is there someone at work who encourages your
development?
• At work, do your opinions seem to c...
Company
LOGO
New Leadership CultureNew Leadership Culture
Paradigm Shift
Leadership ChangeLeadership Change
• Fear
• Results
• Weaknesses and find
faults
• Scolding
• Work
• Focus on present job
...
Leadership ChangeLeadership Change
• Freedom
• Process
• Strengths
• Coaching
• Work + Personal Life
• Career Development
...
Questions
• Assess your skills level in political,
influencing, coaching and marketing
• How do you engage senior manager ...
Company
LOGO
Sustaining
Suggestions
• Continue measuring and benchmarking
• Embedding employee engagement
- learning and growth
- internal busines...
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Employeeengagement wifimodel-091127145047-phpapp02

  1. 1. Company LOGO Employee Engagement to achieve "better business performance through staff satisfaction
  2. 2. Company LOGO Section 1 What is Employee Engagement
  3. 3. Definition • Employee engagement is personified by the passion and energy employees have to give of the of their best to the organization to serve the customer. • It is all about the willingness and ability of employees to give sustained discretionary effort to help their organization succeed.
  4. 4. Three aspects • Engagement can be summed up by how positively the employee: • Thinks about the organization • Feels about the organization • Is proactive Thinking Feeling Doing
  5. 5. Customer service • Customer is King, Employee is Queen • Touch points and moment of truth • If you look after your staff, they will look after the customers who in turn will look after your business – Stew Leonard
  6. 6. Customer service • Customer is King, Employee is Queen • Touch points and moment of truth • Pre-purchase experience – ads, wom, website • Purchase experience – product & service • Post-purchase experience – invoicing, loyalty program, service recovery
  7. 7. Customer service Indifference Apostle Cynics 2nd Chance WHAT HOW Good Product And service Personal Interaction with PeopleBad Good
  8. 8. Work 2.0 Today’s employees looking for such things like • Work life balance • Doing a meaningful job • Making a difference for customers • Community services
  9. 9. End Product of Engagement • Cognitive engagement – focus on work • Emotional engagement – feel engrossed at work (here and now) • Physical engagement –willing to go the extra mile • Advocacy – recommend organization to their relatives and friends
  10. 10. Engagement Levels Yes Men Stars Victims Cynics Positive Attitude Inaction Action Negative Attitude
  11. 11. Engagement Levels Yes Men Avoid taking risks Keeping a low profile Reluctant to change Stars Open to possibilities Be optimistic Adapt to change Victims Avoiding confrontation Avoiding risk Retreating into safety Cynics Overtly confidence In the right rebelious Positive Attitude Inaction Action Negative Attitude
  12. 12. Engagement Levels Yes Men I would I could Stars I will I can Victims I won’t I can’t Cynics It won’t It can’t Positive Attitude Inaction Action Negative Attitude
  13. 13. EE Model • “WIFI” model (“well-being, information, fairness, involvement”) to establish an employee engagement program
  14. 14. Service-Profit Chain • Internal service quality • Employee satisfaction • Employee retention • External service quality • Customer satisfaction • Profit and growth
  15. 15. Internal service quality • Right tools for the job • Adequate resources • Effective and efficient system • Appropriate structure • Appropriate job design • Relevant core competencies • Effective internal measures
  16. 16. Employee Satisfaction • Leaders who focus on customers • Leaders who role model excellent services • Clear direction setting (goal, service vision and customer promise) • Open communication • Appropriate employee selection and development • Empowerment • Coaching • Effective team building and management • Reward and recognition
  17. 17. Tangible Results • AT&T: 3% increase of employee satisfaction – 1% in customer satisfaction • Sear: 10% es – 2,5% cs – 1% sales • The time lag between es and cs is 6-18 months
  18. 18. Gallup • 29% fully engaged • 49% indifferent • 22% actively disengage – high turnover high absenteeism political-in-fighting bad communication
  19. 19. Walt Disney world management • Philosophy towards employee is • Make them feel special • Treat them as individuals • Respect them • Make them knowledgeable
  20. 20. Research of EE (ROI) • Towers Perrin – 17% in performance and profitability • Sirota Consulting – Share prices increase of 16% (normal is 6%) in 28 MNC • 10% in ee – 6% in cs – 2% profitability • Hay group – 43% productivity • DDI – high ee – 33% less in leaving their jobsf
  21. 21. Questions • What do you hope to gain? • What will your business partners perceive of employee engagement? • What business issues will ee address for your organization? • What do you hope to gain personally and professionally?
  22. 22. Company LOGO Section 2 The Journey Begin
  23. 23. Gaining Buy in • Gain support from management team • Seek a high level sponsor • Discuss the benefits of ee and develop a sound business case • Use hard evidence to defend your case • Relate potential benefit to your organization
  24. 24. The Starting Point • Engagement survey • Ad hoc survey • Recruitment survey • Attrition rates • Absenteeism rates • Quality rating • Number of training days per employees • % of employees with a PDP • % of employee receive coaching and mentoring
  25. 25. Employee Engagement Survey 45 questions Section 1 – 10 questions (recruitment & training) Section 2 – 10 questions (supervisor style and colleagues) Section 3 – 10 questions (happiness) Section 4 – 10 questions (job) Section 5 – 5 questions (Pride)
  26. 26. Key Points • Pilot run the survey, use cross functional team to review questions • Communicate the survey– why and what • Involve the line managers in briefing the survey • Allocate time at work for employees to complete the survey
  27. 27. Company LOGO Section 3 Key Drivers of Engagement
  28. 28. Identify Key Drivers • Use focus group to discuss about engagement • For example: • Challenging work • Input on decision making • Career advancement • Management style
  29. 29. Feeding back results • Communicate the findings • Senior leaders discuss about the solutions • Set specific organization goals • Involve people in each unit in developing improvement actions • Ldneti9fy quick win • Focus on getting one thing at a time • Cognize the positive and dev aspects of the survey • Communicate the progress of action plan on a regular basis
  30. 30. Summarize the Findings Strengths Weaknesses Opportunities Threats
  31. 31. Importance and Impact
  32. 32. Importance and Impact Givens Engagement Drivers Margins Hidden Opportunities 10 10 1 Importance Impact
  33. 33. Questions • List the key drivers Specific target population
  34. 34. Company LOGO Section 4 Developing an EE Strategy
  35. 35. Process • SWOT • Organization’s vision, mission and values • Outline Organization’s key objectives • Define EE strategy and how this support organization’s vision, mission and key objectives • Set specific goals and measurement of success • Describe the action plan and results
  36. 36. WIFI Model • Well Being • Information • Fairness • Involvement
  37. 37. The Impact of WIFI • WIFI • Employee Feelings • Employee Contribution Improvement • Organization Performance Increase
  38. 38. Employee Engagement Survey 45 questions Section 1 – 10 questions (recruitment & training) Section 2 – 10 questions (supervisor style and colleagues) Section 3 – 10 questions (happiness) Section 4 – 10 questions (job) Section 5 – 5 questions (Pride)
  39. 39. Transformational Changes • Reading for change • Create a shared vision and common directions • Demonstrate strong leadership • Creating a sense of urgency • Creating a participative improvement process • Communicating and involving people • Supporting and recognizing success
  40. 40. Work Breakdown Structure • Involvement of end users • Support of senior management • Clear statement of requirements (objectives, outputs, and business objectives) • Proper planning
  41. 41. Four Stages of Planning • Defining the program • Planning • Implementing and monitoring • Evaluate the process
  42. 42. Project Management • Roles and Responsibilities • Project scope process (sponsor, project manager and team members) • RACI Chart (Planning resource) Task Description, Responsible, Accountable, Consult, Inform • Working Well as Project Team
  43. 43. Questions • Which aspects of WIOFI need to be improved • Develop a work breakdown structure to show the activities • Whose buy in do you need? • What key areas of the business need to represented on a program or projects?
  44. 44. Company LOGO Well Being 1st of the Key Driver
  45. 45. Well Being • Scope • How the company is perceived externally and how well employees are treated internally
  46. 46. Indicators • Motivation • Meaning: CSR • Employer Brand – living the brand, organization values and Behaviours • Work life Balance – stress and workload • Long Hours Culture – Flexi Hours • Employee Welfare • Job Design and Resources • Feeling Valued •
  47. 47. Questions • Increase CSR activities • Strengthen of employer brand • Organization values • Alignment of organization bahaviours • Improvement of work life balance • Better welfare package
  48. 48. Company LOGO Information 2nd Driver
  49. 49. Information • Clear sense of direction • Terminology Vision – Mission Goals – Strategy – Results Values – Behaviours – Results Figure 6.1 page 119
  50. 50. Developing a Vision of the Future • Developing and communicating vision • Set strategic goals • Develop Critical success factors – strategies, Tactics and Action plan
  51. 51. Indicators • Developing Vision and Strategies • Keeping people informed • Internal communications department • Making information interactive and continuous • Quarterly Executive Forum and Departmental Communication Session
  52. 52. Management • Com personnel must be Direct, Engaging, Systematic and Cohensive • Helping SLT to improve their communication style • Checklist of vision and strategies p.140
  53. 53. Company LOGO Fairness 3rd Key Driver
  54. 54. Fairness • Respecting the individual • Recruitment and selection Assessment center and behaviours interviewing • Induction • Performance Management – reviewing the what and the how • Learning and Development • Career Development and Succession Planning • Talent Management • Reward and recognition
  55. 55. Company LOGO Involvement 4th Key Driver
  56. 56. Three Levels of Involvement • Direct line manager • With other teams • With the organization as a whole
  57. 57. Activities • The Role of Line Manager Coaching and Facilitation skills • Empowerment No Go – Yes Then Go – Go Then let Know – Go • Discuss how we can empower them
  58. 58. With Other Teams • Team Bonding – monthly activities
  59. 59. Involvement with Senior Manager • Terima Kasih Day • Star Performance Award
  60. 60. Checklist • P.181
  61. 61. Company LOGO Agent of Change
  62. 62. HR Department • Four Key skills: • Read the political landscape • Influencing skills • Coaching skills • Marketing skills
  63. 63. Leaders • Leadership Practices • Building employee engagement a. communicating a clear vision of the future b. Building trust in the organization c. Involving employees in decision making d. Walk the talk – company values e. Being seen to respond to feedback
  64. 64. Leadership Development • Business Intelligent (BQ) Business expertise thinking strategically Listening and anticipating customer demands Developing customer-driver offering and solutions Planning to meet customer demands Improve services to the customers
  65. 65. Leadership Dev • EQ • Understand feelings of self and others • Listening • Emphatic • Sharing feelings • Appreciating others
  66. 66. Leadership Dev SQ • Spiritual Intelligent (SQ) • Their life and purpose • Their roles and contribution • Their values to the world • Personally grow
  67. 67. Leadership Dev • Political Intelligent (PQ) • Aware of power base • Source of power • Reco0gnizing levels of influence during change • Developing strategies for influence • Gaining buy-in from stakeholders
  68. 68. Line Manager • People join organizations and leave bosses • The influence of line managers • Steps for managers to engage employees • Support and challenge • Provide Feedback
  69. 69. Environment Created Cosy Motivating Apathy Stressful High HighLow Support Challenges
  70. 70. Environment Creation • 30 questions with calculation p. 205-207
  71. 71. 30 questions of support & challenge • P 205-207
  72. 72. 12 Questions from Gallup • Do you know what is expected of you at work? • Do you have the materials and equipment you need to do your work right? • At work, do you have the opportunity to do what you do best every day? • In the last seven days, have you received recognition or praise for doing good work? • Does your supervisor, or someone at work, seem to care about you as a person?
  73. 73. 12 Questions from Gallup • Is there someone at work who encourages your development? • At work, do your opinions seem to count? • Does the mission/purpose of your company make you feel your job is important? • Are your associates (fellow employees) committed to doing quality work? • Do you have a best friend at work? • In the last six months, has someone at work talked to you about your progress? • In the last year, have you had opportunities at work to learn and grow?
  74. 74. Company LOGO New Leadership CultureNew Leadership Culture Paradigm Shift
  75. 75. Leadership ChangeLeadership Change • Fear • Results • Weaknesses and find faults • Scolding • Work • Focus on present job • No recognition • Company goals • Freedom • Process • Strengths • Coaching • Work + Personal Life • Career Development • Appreciation and recognition • Company goals + personal aspiration
  76. 76. Leadership ChangeLeadership Change • Freedom • Process • Strengths • Coaching • Work + Personal Life • Career Development • Appreciation and recognition • Company goals + personal aspiration • Redesign work/Positive Feedback • Discuss Process/PF • Discover their strengths/ Spend time to teach/TDL • Leisure conversation/DC • Competency Model – PD Plan • 7 days a year/TQ notes/informal • Discover their dreams
  77. 77. Questions • Assess your skills level in political, influencing, coaching and marketing • How do you engage senior manager for employee engagement • Walk the talk • Align their behaviors to encourage employee engagement
  78. 78. Company LOGO Sustaining
  79. 79. Suggestions • Continue measuring and benchmarking • Embedding employee engagement - learning and growth - internal business processes - customer satisfaction - financial performance
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