Retaining	
  Your	
  Top	
  Performers	
  
Speaker:

	
  
	
  
	
  	
  
Moderator:

Steve Parker, SPHR
VP HR Solutions
Sum...
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YES! Click on the resource list
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Retaining	
  Your	
  Top	
  Performers	
  
Max Mihelich
Associate Editor
Workforce magazine

#WFwebinar
Retaining	
  Your	
  Top	
  Performers	
  
Steve Parker, SPHR
VP HR Solutions
SumTotal Systems

#WFwebinar
LEARNING

TALENT

WORKFORCE

PAYROLL &
EXPENSE

3,500 Customers | $250M+ Revenue | Nearly 30 Years in HR
45M Users | 17M C...
Agenda
"   The Real Importance of Retention
"   What Your Top Performers Want
"   3 Steps to Providing It
"   Your Questio...
The Real Importance of
Retention

Page 11
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
The War for Talent is Back

Page 12
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
66% of CEOs say the lack of the right skills is their
biggest challenge
(Manpower, 2012)

Page 13
Copyright © 2013, SumTot...
3.9M jobs are open in US right now
(BLS, 2013)

Page 14
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDE...
52% of jobs are going unfilled due to lack of “the
right talent” to fill them
(Manpower, 2012)

Page 15
Copyright © 2013, ...
1 in 5 executives report a high negative impact on
their ability to meet client needs
(Manpower, 2013)

Page 16
Copyright ...
Question: How have talent constraints impacted your company’s growth and
profitability over the past 12 months?

Our talen...
71% of the workforce is not engaged
(Gallup, 2012)

Page 18
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CON...
Employees with lower engagement are 4x more
likely to leave their jobs
(Corporate Leadership Council)

Page 19
Copyright ©...
What Your Top Performers
Want

Page 20
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
#1

influencer of job satisfaction is the
opportunity to use skills and
abilities

Source: SHRM, 2012
Page 21
Copyright © ...
Components of Engagement

Autonomy

Mastery

Purpose

•  People want to
have control over
their work

•  People want to ge...
Employee Expectations

"   The new generation of workers want:
§  Growth opportunities
§  Job flexibility
§  Ability to...
#1

Really know your
people

Page 24
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
• Personal
Attributes

• Knowledge

Who
They Are

What
They Can
Do
• Competencies

What
They
Know
What
They
Have
Done
• Ex...
Page 26
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
Poll Question
What’s the state of your people data today?
①  What data?
②  We have multiple systems and lack a single sour...
75%

Of organizations use more
than three HR systems

Source: Forrester Research, 2011
Page 28
Copyright © 2013, SumTotal ...
LACK	
  OF	
  A	
  “SINGLE	
  SOURCE	
  OF	
  
TRUTH”	
  OF	
  TALENT	
  
CRM	
  

LMS	
  
RECRUITING	
  

SUCCESSION	
  
...
Systems Consolidation Isn’t The Answer
Average HR
technology
consolidation
Cost: $6 million
Time: 3 years
Organizations:
“...
A	
  VIRTUAL	
  ‘SINGLE	
  SOURCE	
  OF	
  
TRUTH’	
  OF	
  TALENT	
  
CRM	
  

LMS	
  
RECRUITING	
  

SUPPLY	
  CHAIN	
 ...
#2

Provide right-time
personalized
experiences

Page 32
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFID...
Page 33
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
“

One size fits all doesn’t work. We thought off-the-shelf
was easier, but now companies are realizing that off-theshelf ...
Personalization Drives Retention

In-context learning and
development

Productivity

Instant collaboration
with experts

E...
67%

Don’t think HCM software
helps them do their jobs
better

Source: Penn Schoen Berland, 2012
Page 36
Copyright © 2013,...
Poll Question
What’s the highest level of value you are getting from your
HR systems infrastructure today?
① 
② 
③ 
④ 

Li...
Talent Expansion is People-Centric
ROI

"   Increased productivity
"   Improved adoption and
engagement
"   Nearly triple ...
Typical

UX =

USABILITY
Be easy to use

Page 39
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
Talent
Expansion

UX

=

USABILITY
Be easy to use

+

CONTEXT
Deliver immediate
value to the end
user

Page 40
Copyright ©...
1.	
  

	
  Context

Similar to Amazon and other consumer technology, the system
understands the users profile and what th...
Page 42
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
Page 43
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
Context-Aware User Experience
Performance Improvement

Page 44
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND ...
Context-Aware User Experience
Manager Coaching

Page 45
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDE...
Page 46
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
1.	
  

	
  Context

Similar to Amazon and other consumer technology, the system
understands the users profile and what th...
Mobile is Here
9
8

#
(in billions)

7
6

Population

5

Mobile

4

PC

3

TV

2
1
0

1973	
  

1993	
  

2013	
  

Page 4...
62%

Of workers use their own
smart phone for work,
and this number is
expected to rise

Source: Brandon Hall Group, 2013
...
Dr. Conrad Gottfredson’s 5 Moments of
Learning Need

Knowledge Acquisition
1.  When learning for the first
time
2.  When w...
Pervasive Access
Field Sales

Scenario
"   Field sales employees have direct
access to recommended learning
and social con...
Pervasive Access
Manufacturing

Scenario
"   Machine Operators whose
performance is below standard are
given regular, hype...
72%

Of companies use social
technologies in some way,
but very few achieve the
full potential benefit.

Source: McKinsey ...
$1.3T

Untapped value from
social technologies

Source: McKinsey Global Institute 2013
Page 54
Copyright © 2013, SumTotal ...
#3

Incent Managers to
Prioritize Internal
Talent Mobility

Page 55
Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY...
Your Managers May Be Your Biggest
Obstacle
Successful managers are often
good at:
"   Selecting great talent
"   Developin...
<3

91% of Millennials expect to stay in
a job for less than 3 years

Source: Forbes, 2012
Page 57
Copyright © 2013, SumTo...
Poll Question
How does your organization treat internal talent?
①  We’re talent hoarders. We make it hard for people to mo...
“

Facebook has not once bought a
company for the company itself. We buy
companies to get excellent people.

”

Source: Ma...
It’s Not Just About Retention

Internal Hires Produce:
" Significantly higher performance in the first 2 years on
the job
...
Q&A

Steve Parker, SPHR
VP HR Solutions
SumTotal Systems

	
  
	
  	
  

	
  

sparker@sumtotalsystems.com	
  
@stevenjpar...
Join our next Webinar!
The Datafication of HR: Graduating
From Metrics to Analytics
Friday, February 28, 2014

	
  
	
  	
...
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Retaining Your Top Performers

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Your top performers are your organization’s most sought-after resource. With the proliferation of sources like LinkedIn, your people’s accomplishments are constantly on display to your competitors. Even in a tight economy, recruiters are doing whatever they can to woo your best employees. And while you can’t stop competitors from asking your top performers to leave, you can take steps to ensure their answer is no.

We know that pay, benefits and relationship with one’s manager all impact retention, but what employees want more than a raise is work that aligns with their skills and interests. In fact, the No. 1 influencer of job satisfaction is having the opportunity to use skills and abilities.

Join Steve Parker, SPHR, Vice President at SumTotal Systems, as he discusses:

-What your top performers truly care about and why they leave when they do.
-How learning can be a catalyst for performance, engagement and retention.
-How to avoid one-size-fits-all leadership development programs and deliver hyper-personalized experiences to drive retention.
-How to use technology as an enabler and overcome obstacles like lack of insight.

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Retaining Your Top Performers

  1. 1. Retaining  Your  Top  Performers   Speaker:         Moderator: Steve Parker, SPHR VP HR Solutions SumTotal Systems Max Mihelich Associate Editor Workforce magazine #WFwebinar
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  5. 5. TOOLS YOU CAN USE Speaker Bios Resources Media Player Q&A Slides Twitter Help Post Event Survey Share This #WFwebinar
  6. 6. FREQUENTLY ASKED QUESTIONS 1. May I receive a copy of the slides? YES! Click on the resource list located on the top left portion of your screen. 2. May I review the webinar   recording at   a later date?   YES! You   may log in again using today’s link to review the presentation on-demand. #WFwebinar
  7. 7. Retaining  Your  Top  Performers   Max Mihelich Associate Editor Workforce magazine #WFwebinar
  8. 8. Retaining  Your  Top  Performers   Steve Parker, SPHR VP HR Solutions SumTotal Systems #WFwebinar
  9. 9. LEARNING TALENT WORKFORCE PAYROLL & EXPENSE 3,500 Customers | $250M+ Revenue | Nearly 30 Years in HR 45M Users | 17M Cloud Users | 95% Customer Retention Page 9 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  10. 10. Agenda "   The Real Importance of Retention "   What Your Top Performers Want "   3 Steps to Providing It "   Your Questions Page 10 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  11. 11. The Real Importance of Retention Page 11 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  12. 12. The War for Talent is Back Page 12 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  13. 13. 66% of CEOs say the lack of the right skills is their biggest challenge (Manpower, 2012) Page 13 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  14. 14. 3.9M jobs are open in US right now (BLS, 2013) Page 14 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  15. 15. 52% of jobs are going unfilled due to lack of “the right talent” to fill them (Manpower, 2012) Page 15 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  16. 16. 1 in 5 executives report a high negative impact on their ability to meet client needs (Manpower, 2013) Page 16 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  17. 17. Question: How have talent constraints impacted your company’s growth and profitability over the past 12 months? Our talent-related expenses rose more than expected Our quality standards fell We couldn't achieve growth forecasts where we are based All We couldn't achieve growth forecasts overseas US We weren't able to innovate effectively We were unable to pursue a market opportunity We cancelled or delayed a strategic initiative 0 5 10 15 20 25 30 Source: PWC 2012 Global CEO Survey Page 17 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL 35 40 45 50
  18. 18. 71% of the workforce is not engaged (Gallup, 2012) Page 18 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  19. 19. Employees with lower engagement are 4x more likely to leave their jobs (Corporate Leadership Council) Page 19 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  20. 20. What Your Top Performers Want Page 20 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  21. 21. #1 influencer of job satisfaction is the opportunity to use skills and abilities Source: SHRM, 2012 Page 21 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  22. 22. Components of Engagement Autonomy Mastery Purpose •  People want to have control over their work •  People want to get better at what they do •  People want to be part of something that is bigger than they are Page 22 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  23. 23. Employee Expectations "   The new generation of workers want: §  Growth opportunities §  Job flexibility §  Ability to drive their own learning and receive role specific information §  Up-to-date technology that allow them to work fast Source: Forrester Research, “Transform Strategic Processes for Talent Management and Employee Engagement,” 2012 Page 23 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  24. 24. #1 Really know your people Page 24 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  25. 25. • Personal Attributes • Knowledge Who They Are What They Can Do • Competencies What They Know What They Have Done • Experience Page 25 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  26. 26. Page 26 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  27. 27. Poll Question What’s the state of your people data today? ①  What data? ②  We have multiple systems and lack a single source of truth ③  We have multiple systems and sources of data, but they’re integrated ④  We have a single source of truth and a comprehensive view of our people Page 27 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  28. 28. 75% Of organizations use more than three HR systems Source: Forrester Research, 2011 Page 28 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  29. 29. LACK  OF  A  “SINGLE  SOURCE  OF   TRUTH”  OF  TALENT   CRM   LMS   RECRUITING   SUCCESSION   SUPPLY   CHAIN   CAREER  DEV   PAYROLL   HIGH  COMPLIANCE  AND   OWNERSHIP  COSTS   COMPENSATION   FINANCIAL S   PERFORMANCE   HRIS   ERP   LACK  OF  INTEGRATED   VISIBILITY  AND  ANALYTICS   Page 29 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL LACK  OF  INTEGRATED    HR  PROCESSES  
  30. 30. Systems Consolidation Isn’t The Answer Average HR technology consolidation Cost: $6 million Time: 3 years Organizations: “We’ll continue to need multiple systems into the foreseeable future.” Technology Vendors: “The only way to get information & value is to buy everything from us.” Data mapping is 70% of project cost Page 30 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  31. 31. A  VIRTUAL  ‘SINGLE  SOURCE  OF   TRUTH’  OF  TALENT   CRM   LMS   RECRUITING   SUPPLY  CHAIN   SUCCESSION   CAREER  DEV   COMPENSATION   FINANCIALS   IMPROVE  COMPLIANCE  AND   OWNERSHIP  COSTS   INTEGRATED  HR  PROCESS   PERFORMANCE   PAYROLL   HRIS   ERP   INTEGRATED  HR  ANALYTICS   Page 31 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  32. 32. #2 Provide right-time personalized experiences Page 32 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  33. 33. Page 33 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  34. 34. “ One size fits all doesn’t work. We thought off-the-shelf was easier, but now companies are realizing that off-theshelf talent management practices are more difficult to see real results from... Source: Towers Watson Page 34 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL ”
  35. 35. Personalization Drives Retention In-context learning and development Productivity Instant collaboration with experts Engagement Targeted, practical career development Promotions 200% 40% Page 35 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL 75%
  36. 36. 67% Don’t think HCM software helps them do their jobs better Source: Penn Schoen Berland, 2012 Page 36 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  37. 37. Poll Question What’s the highest level of value you are getting from your HR systems infrastructure today? ①  ②  ③  ④  Little or Unclear Automates Important Functions and Processes Provides Cross-Functional Insight Into Talent Capabilities Helps People Be Better At Their Jobs and Drives Productivity Page 37 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  38. 38. Talent Expansion is People-Centric ROI "   Increased productivity "   Improved adoption and engagement "   Nearly triple the ROI Talent Expansion Talent Management Traditional HCM Core Tracking + Reporting 1980 + Context & Pervasiveness + Improved UI 2000 2012 Page 38 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  39. 39. Typical UX = USABILITY Be easy to use Page 39 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  40. 40. Talent Expansion UX = USABILITY Be easy to use + CONTEXT Deliver immediate value to the end user Page 40 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL + PERVASIVENESS Be available where & how users already work
  41. 41. 1.    Context Similar to Amazon and other consumer technology, the system understands the users profile and what they are trying do and can offer relevant advice and actions to help the user be more effective     Page 41 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  42. 42. Page 42 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  43. 43. Page 43 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  44. 44. Context-Aware User Experience Performance Improvement Page 44 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  45. 45. Context-Aware User Experience Manager Coaching Page 45 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  46. 46. Page 46 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  47. 47. 1.    Context Similar to Amazon and other consumer technology, the system understands the users profile and what they are trying do and can offer relevant advice and actions to help the user be more effective     2.   Pervasiveness   Instead of making users come to the system, the system can use “widgets” and mobile capabilities to deliver functionality to the user wherever they are working, even in other systems Page 47 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  48. 48. Mobile is Here 9 8 # (in billions) 7 6 Population 5 Mobile 4 PC 3 TV 2 1 0 1973   1993   2013   Page 48 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  49. 49. 62% Of workers use their own smart phone for work, and this number is expected to rise Source: Brandon Hall Group, 2013 Page 49 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  50. 50. Dr. Conrad Gottfredson’s 5 Moments of Learning Need Knowledge Acquisition 1.  When learning for the first time 2.  When wanting to learn more Knowledge Application 1.  Trying to remember 2.  When things change 3.  When something goes wrong m-Learning Perfect Fit Page 50 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  51. 51. Pervasive Access Field Sales Scenario "   Field sales employees have direct access to recommended learning and social connections relevant to their performance and the opportunity and customer type on which they are working directly from their CRM systems (like salesforce.com) Page 51 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  52. 52. Pervasive Access Manufacturing Scenario "   Machine Operators whose performance is below standard are given regular, hyper-personalized direction and training directly from time tracking devices as they clock in to create focus and increase performance. Page 52 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  53. 53. 72% Of companies use social technologies in some way, but very few achieve the full potential benefit. Source: McKinsey Global Institute 2013 Page 53 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  54. 54. $1.3T Untapped value from social technologies Source: McKinsey Global Institute 2013 Page 54 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  55. 55. #3 Incent Managers to Prioritize Internal Talent Mobility Page 55 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  56. 56. Your Managers May Be Your Biggest Obstacle Successful managers are often good at: "   Selecting great talent "   Developing great talent But not always: "   Giving up great talent Page 56 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  57. 57. <3 91% of Millennials expect to stay in a job for less than 3 years Source: Forbes, 2012 Page 57 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  58. 58. Poll Question How does your organization treat internal talent? ①  We’re talent hoarders. We make it hard for people to move to new roles. ②  We allow people to move, but have rules to make sure it doesn’t become disruptive. ③  We encourage people to move and take on new roles. ④  We proactively manage internal talent mobility. Page 58 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  59. 59. “ Facebook has not once bought a company for the company itself. We buy companies to get excellent people. ” Source: Mark Zuckerberg Page 59 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  60. 60. It’s Not Just About Retention Internal Hires Produce: " Significantly higher performance in the first 2 years on the job " 20% lower turnover rates " Up to 30% less expensive Source: Matthew Bidwell, Wharton, 2012 Page 60 Copyright © 2013, SumTotal Systems, LLC. │ PROPRIETARY AND CONFIDENTIAL
  61. 61. Q&A Steve Parker, SPHR VP HR Solutions SumTotal Systems         sparker@sumtotalsystems.com   @stevenjparker   @sumtotalsystems   www.sumtotalsystems.com     •  Please take this time to submit your Questions •  Also please fill out the event survey. #WFwebinar
  62. 62. Join our next Webinar! The Datafication of HR: Graduating From Metrics to Analytics Friday, February 28, 2014         Webinars start at 2pm ET / 11am PT Register for all upcoming Workforce Webinars at www.workforce.com #WFwebinar
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