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June 2015
Measure the
Business Value
of Communities of
Practice
Louis-Pierre Guillaume
Knowledge Management Officer
Schneider Electric France – Février 2015
Schneider Electric en chiffres
Une présence géographique équilibrée
2014
Des marchés finaux diversifiés – 2014
Amérique
du Nord
25%
Asie
Pacifique
28%Reste
du monde
20%
Europe
de l’Ouest
27%
Régies et Infrastructures
Industrie et machines
Centres de données et réseaux
Bâtiments résidentiels et non-résidentiels
22%
22%
14%
42%
milliards d’euros – CA 2014
du CA réalisé
dans les nouvelles économies
collaborateurs dans plus de 100 pays
consacré à la R&D
du CA
Communities are the
Best Place to Learn CM program
Value and drivers
Who are the promoters
Influence of manager
2015 campaign
3© 2015 Schneider Electric
Enterprise Community
Management Program
Started in 2011
4© 2015 Schneider Electric
A Community@Work is
A group of people who share
Common objectives written in a charter
© 2015 Schneider Electric 5
Collaborative working environment animated by the leader
Common strategic vision provided by the sponsor
6
4518
273
224
654
660
991
614
1260
223
354
402> 100 members
10 -100 members
< 10 members
104
773
2400
173
2760 18
0
435
869
643
140+ Communities@work
24,000+ members in 100+ countries
170+ community leaders
1 enterprise social collaboration platform
Sponsored by IT & HR
7
Diversity of the Communities
Entity Number of communities
Partner 14
Energy 7
Global Solutions 33
Industry Business 14
IT Business 8
Global Operations 6
North-America Operations 2
China Operations 0
Finance Control & Legal 4
Global Marketing 8
Global Supply Chain 9
Human Ressources 5
IT 6
R&D 28
Examples of Communities
• Solution Purchaser Community
• Schneider Production System
• Country President Community
Business
(76)
Operations
(8)
Functions
(60)
Profile
• 30-4000 members
• Median: 160
• Mostly worldwide
• R&D: along R&D
domains
• Business related
by design
• Leaders are
mostly nominated
Communities voted active by their members in 2013
Communities voted active by their members in 2014
Show me the Value
8© 2015 Schneider Electric
Value of the communities
How do we measure it?
© 2015 Schneider Electric 9
ROE* instead of ROI
2. Engagement /satisfaction
• Community NPS**
• Voice of the members – Active
community
1. Adoption and participation
• Platform measurements (Spice)
• Number of attendees at eventsNPS**: net promoter score
ROE*: return on engagement
3. Efficiency
• Success stories with benefits
• The value realized
“Active Community” Campaign 2014
A Community@Work was considered Active IF
1. the participation rate to the poll was at least 30%
2. Net Activity Score1 was at least 60
A Community could participate IF
1. It has a sponsor
2. It has at least one leader
3. It has a charter
4. It has been created a least 6 months ago
Rules of the game
1. Net Activity Score: weighted agreement (1.0xStrongly agree + 0.5xAgree - 0.5xDisagree - 1.0xStrongly disagree)
Advantage: integrates all opinions, similar to Net Promoter Score
Net Activity Index = 100 if all the answers are "I strongly agree“
Net Activity Index = -100 if all the answers are "I strongly disagree"
Net Activity Index = 0 if neutral
Members could vote for 3
communities maximum
The prize: Active Community Label 2014
11
Question: I consider that my community is ACTIVE, because it provides
tangible VALUE to me, my business or my clients.
Profile of the voters
94% of the voters are members of up to 3 communities
73% of the respondents voted for one 1 community
Voters’ sample is representative of member’s population
Active Community – VALUE – Members’ voice
Overall satisfaction
Net Activity Score 61
56 in 2013
Overall results
24,100 community members
assessed worldwide
5100 voters
126 communities short-listed
32 communities awarded “Active
Community 2014”
Participation & outcome
20 in 2013
60 in 2013
15000 in 2013
What makes a community win the label?
12
Active Community Assessment – Drivers
Profile of the winners
•Providing a list of members for the vote gives a much greater
chance of winning (3 times more) than using the community
followers in the social media platform
•Winning the label in 2013 gives a much greater chance of winning
in 2014 (3 times more)
•A community whose Leader or Sponsor voted has a greater
chance of winning (3 times more)
•Communities from R&D have a much greater chance of winning
(3 times more)
Guess which ones have influence on the NAS or Participation?
13
Active Community Assessment – Drivers
Community profile
•Community size (membership)
•Activity on Social Collaboration Platform
•Average hierarchical distance between the voters
•Average physical distance between the voters
Member’s profile
•Diversity of the job code of the voters
•Voters average age
•Voters average seniority
•Percentage of voters who are female.
*Not tested: type of university
studies, management style, etc
Leader’s profile*
•Leader average seniority
•Leader average age
•Gender of the leader
•Leader is manager or not
NONE!
ENGAGEMENT is the MAIN drivers (leaders, members)
© 2015 Schneider Electric 14
Active Community Assessment – Summary
PCA: Principal Component Analysis
The shorter the arrow, the lower the influence
R&D
Variable describing
"Winning ACL 2014" v.test
Mean in
category
Overall
mean
Participation 7.79 0.57 0.28
NAS 4.50 0.71 0.60
List.provided.by.Leader 3.92 0.52 0.26
Winner.2013 3.90 0.36 0.15
Leader.Sponsor.voted 2.59 0.88 0.70
Membership -2.54 133.03 321.02
NewComp
Verbatim of C@W Sponsors in 2014
15© 2015 Schneider Electric
Who are the Promoters of
the Communities ?
16© 2015 Schneider Electric
Question:“How likely are you to recommend to a
colleague participation to the
Schneider Electric communities?”
Community Net Promoter Score - Drivers
Member is Manager
Voted for an Active Community Label Community
4%
12%
5%
12%
19%
27%
22%
5000 respondents
10
9
8
7
6
5
0 to 4
20%
31%
49%
5000 respondents
Promoters
Passive
Detractors
NPS = 29
Community Net Promoter Score - Drivers
Gender of the manager of the member
NewComp
CLUSTERING
Influence of the profile of
the manager
19© 2015 Schneider Electric
Influence of the Manager Profile
Manager of the leaders OR Manager of the members
© 2015 Schneider Electric 20
Influence on Community NPS
•Age of member’s manager
•Seniority of member’s manager
•Gender of member’s manager
There is considerable evidence that female leaders
have a somewhat more participative, androgynous,
and transformational leadership style than their male
counterparts. (HBS 2013)N
N
Y
Influence on Net Activity Score
•Age of community leader’s manager
•Seniority of community leader’s manager
•Gender of community leader’s manager
•% member’s manager who are female
N
N
N
Y
2015 Campaign
21© 2015 Schneider Electric
2015 Campaign – Active Community Label
Same as 2014, with extra questions
•Q1: “I am aware of action plans in the community I am voting for, linked to the
outcome of the Active Community Label campaign of last year?” Yes/No
•Q2: “If YES, These action plans had a positive impact on my engagement in
this community?” Yes/No
© 2015 Schneider Electric 22
Impact of last year campaign
•Q3: “I am learning from the other community members (...) in the community I
am voting for” (Strongly agree, Agree, Disagree, Strongly disagree)
•Q4: “During the last 3 months, I have provided expertise/experience (…) to my
peers in the community I am voting for” (Never, 1-5 times, 6-10 times, 11-20
times, more than 20 times)
Communities are the best place to learn
Q&A
© 2015 Schneider Electric 23
louis-pierre.guillaume@schneider-electric.com
@lpguillaume
http://www.guillaume.nu/resume.html#Conferences

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Measure the Business Value of Communities of Practice

  • 1. June 2015 Measure the Business Value of Communities of Practice Louis-Pierre Guillaume Knowledge Management Officer
  • 2. Schneider Electric France – Février 2015 Schneider Electric en chiffres Une présence géographique équilibrée 2014 Des marchés finaux diversifiés – 2014 Amérique du Nord 25% Asie Pacifique 28%Reste du monde 20% Europe de l’Ouest 27% Régies et Infrastructures Industrie et machines Centres de données et réseaux Bâtiments résidentiels et non-résidentiels 22% 22% 14% 42% milliards d’euros – CA 2014 du CA réalisé dans les nouvelles économies collaborateurs dans plus de 100 pays consacré à la R&D du CA
  • 3. Communities are the Best Place to Learn CM program Value and drivers Who are the promoters Influence of manager 2015 campaign 3© 2015 Schneider Electric
  • 4. Enterprise Community Management Program Started in 2011 4© 2015 Schneider Electric
  • 5. A Community@Work is A group of people who share Common objectives written in a charter © 2015 Schneider Electric 5 Collaborative working environment animated by the leader Common strategic vision provided by the sponsor
  • 6. 6 4518 273 224 654 660 991 614 1260 223 354 402> 100 members 10 -100 members < 10 members 104 773 2400 173 2760 18 0 435 869 643 140+ Communities@work 24,000+ members in 100+ countries 170+ community leaders 1 enterprise social collaboration platform Sponsored by IT & HR
  • 7. 7 Diversity of the Communities Entity Number of communities Partner 14 Energy 7 Global Solutions 33 Industry Business 14 IT Business 8 Global Operations 6 North-America Operations 2 China Operations 0 Finance Control & Legal 4 Global Marketing 8 Global Supply Chain 9 Human Ressources 5 IT 6 R&D 28 Examples of Communities • Solution Purchaser Community • Schneider Production System • Country President Community Business (76) Operations (8) Functions (60) Profile • 30-4000 members • Median: 160 • Mostly worldwide • R&D: along R&D domains • Business related by design • Leaders are mostly nominated Communities voted active by their members in 2013 Communities voted active by their members in 2014
  • 8. Show me the Value 8© 2015 Schneider Electric
  • 9. Value of the communities How do we measure it? © 2015 Schneider Electric 9 ROE* instead of ROI 2. Engagement /satisfaction • Community NPS** • Voice of the members – Active community 1. Adoption and participation • Platform measurements (Spice) • Number of attendees at eventsNPS**: net promoter score ROE*: return on engagement 3. Efficiency • Success stories with benefits • The value realized
  • 10. “Active Community” Campaign 2014 A Community@Work was considered Active IF 1. the participation rate to the poll was at least 30% 2. Net Activity Score1 was at least 60 A Community could participate IF 1. It has a sponsor 2. It has at least one leader 3. It has a charter 4. It has been created a least 6 months ago Rules of the game 1. Net Activity Score: weighted agreement (1.0xStrongly agree + 0.5xAgree - 0.5xDisagree - 1.0xStrongly disagree) Advantage: integrates all opinions, similar to Net Promoter Score Net Activity Index = 100 if all the answers are "I strongly agree“ Net Activity Index = -100 if all the answers are "I strongly disagree" Net Activity Index = 0 if neutral Members could vote for 3 communities maximum The prize: Active Community Label 2014
  • 11. 11 Question: I consider that my community is ACTIVE, because it provides tangible VALUE to me, my business or my clients. Profile of the voters 94% of the voters are members of up to 3 communities 73% of the respondents voted for one 1 community Voters’ sample is representative of member’s population Active Community – VALUE – Members’ voice Overall satisfaction Net Activity Score 61 56 in 2013 Overall results 24,100 community members assessed worldwide 5100 voters 126 communities short-listed 32 communities awarded “Active Community 2014” Participation & outcome 20 in 2013 60 in 2013 15000 in 2013
  • 12. What makes a community win the label? 12 Active Community Assessment – Drivers Profile of the winners •Providing a list of members for the vote gives a much greater chance of winning (3 times more) than using the community followers in the social media platform •Winning the label in 2013 gives a much greater chance of winning in 2014 (3 times more) •A community whose Leader or Sponsor voted has a greater chance of winning (3 times more) •Communities from R&D have a much greater chance of winning (3 times more)
  • 13. Guess which ones have influence on the NAS or Participation? 13 Active Community Assessment – Drivers Community profile •Community size (membership) •Activity on Social Collaboration Platform •Average hierarchical distance between the voters •Average physical distance between the voters Member’s profile •Diversity of the job code of the voters •Voters average age •Voters average seniority •Percentage of voters who are female. *Not tested: type of university studies, management style, etc Leader’s profile* •Leader average seniority •Leader average age •Gender of the leader •Leader is manager or not NONE!
  • 14. ENGAGEMENT is the MAIN drivers (leaders, members) © 2015 Schneider Electric 14 Active Community Assessment – Summary PCA: Principal Component Analysis The shorter the arrow, the lower the influence R&D Variable describing "Winning ACL 2014" v.test Mean in category Overall mean Participation 7.79 0.57 0.28 NAS 4.50 0.71 0.60 List.provided.by.Leader 3.92 0.52 0.26 Winner.2013 3.90 0.36 0.15 Leader.Sponsor.voted 2.59 0.88 0.70 Membership -2.54 133.03 321.02 NewComp
  • 15. Verbatim of C@W Sponsors in 2014 15© 2015 Schneider Electric
  • 16. Who are the Promoters of the Communities ? 16© 2015 Schneider Electric
  • 17. Question:“How likely are you to recommend to a colleague participation to the Schneider Electric communities?” Community Net Promoter Score - Drivers Member is Manager Voted for an Active Community Label Community 4% 12% 5% 12% 19% 27% 22% 5000 respondents 10 9 8 7 6 5 0 to 4 20% 31% 49% 5000 respondents Promoters Passive Detractors NPS = 29
  • 18. Community Net Promoter Score - Drivers Gender of the manager of the member NewComp CLUSTERING
  • 19. Influence of the profile of the manager 19© 2015 Schneider Electric
  • 20. Influence of the Manager Profile Manager of the leaders OR Manager of the members © 2015 Schneider Electric 20 Influence on Community NPS •Age of member’s manager •Seniority of member’s manager •Gender of member’s manager There is considerable evidence that female leaders have a somewhat more participative, androgynous, and transformational leadership style than their male counterparts. (HBS 2013)N N Y Influence on Net Activity Score •Age of community leader’s manager •Seniority of community leader’s manager •Gender of community leader’s manager •% member’s manager who are female N N N Y
  • 21. 2015 Campaign 21© 2015 Schneider Electric
  • 22. 2015 Campaign – Active Community Label Same as 2014, with extra questions •Q1: “I am aware of action plans in the community I am voting for, linked to the outcome of the Active Community Label campaign of last year?” Yes/No •Q2: “If YES, These action plans had a positive impact on my engagement in this community?” Yes/No © 2015 Schneider Electric 22 Impact of last year campaign •Q3: “I am learning from the other community members (...) in the community I am voting for” (Strongly agree, Agree, Disagree, Strongly disagree) •Q4: “During the last 3 months, I have provided expertise/experience (…) to my peers in the community I am voting for” (Never, 1-5 times, 6-10 times, 11-20 times, more than 20 times) Communities are the best place to learn
  • 23. Q&A © 2015 Schneider Electric 23 louis-pierre.guillaume@schneider-electric.com @lpguillaume http://www.guillaume.nu/resume.html#Conferences