Ben Waber People Analytics

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Ben Waber, Co-founder of Sociometric Solutions presented on People Analytics at MassTLC workforce development summit December 2013

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Ben Waber People Analytics

  1. 1. People Analytics Ben Waber © 2013 Sociometric Solutions All Rights Reserved.
  2. 2. © 2013 Sociometric Solutions All Rights Reserved.
  3. 3. © 2013 Sociometric Solutions All Rights Reserved.
  4. 4. © 2013 Sociometric Solutions All Rights Reserved.
  5. 5. Why is organizational change hard? © 2013 Sociometric Solutions All Rights Reserved.
  6. 6. vs. © 2013 Sociometric Solutions All Rights Reserved.
  7. 7. Solution © 2013 Sociometric Solutions All Rights Reserved.
  8. 8. A Regular Day © 2013 Sociometric Solutions All Rights Reserved.
  9. 9. © 2013 Sociometric Solutions All Rights Reserved.
  10. 10. © 2013 Sociometric Solutions All Rights Reserved.
  11. 11. © 2013 Sociometric Solutions All Rights Reserved.
  12. 12. Generating Data © 2013 Sociometric Solutions All Rights Reserved.
  13. 13. Speaking  Time   38%   21%   62%   79%   12%   88%   © 2013 Sociometric Solutions All Rights Reserved. 29%   71%  
  14. 14. Turn  Taking   38%   21%   62%   79%   12%   88%   © 2013 Sociometric Solutions All Rights Reserved. 29%   71%  
  15. 15. Interac1vity   38%   79%   71%   88%   © 2013 Sociometric Solutions All Rights Reserved.
  16. 16. Posture   30◦   © 2013 Sociometric Solutions All Rights Reserved.
  17. 17. Energy  Level   30◦   9  AM   © 2013 Sociometric Solutions All Rights Reserved. 10  AM   11  AM   12  PM   1  PM   2  PM  
  18. 18. Digital  Data   30◦   9  AM   © 2013 Sociometric Solutions All Rights Reserved. 10  AM   11  AM   12  PM   1  PM   2  PM  
  19. 19. Tone  of  Voice   © 2013 Sociometric Solutions All Rights Reserved.
  20. 20. Speaking  Speed   © 2013 Sociometric Solutions All Rights Reserved.
  21. 21. Volume   © 2013 Sociometric Solutions All Rights Reserved.
  22. 22. Individuals © 2013 Sociometric Solutions All Rights Reserved.
  23. 23. Teams © 2013 Sociometric Solutions All Rights Reserved.
  24. 24. Organizations © 2013 Sociometric Solutions All Rights Reserved.
  25. 25. Sensing Technology 1997 © 2013 Sociometric Solutions All Rights Reserved. 2013
  26. 26. Sociometric Badge Microphone Infra-Red (IR) Transceiver Accelerometer Bluetooth © 2013 Sociometric Solutions All Rights Reserved.
  27. 27. Case Studies © 2013 Sociometric Solutions All Rights Reserved.
  28. 28. © 2013 Sociometric Solutions All Rights Reserved.
  29. 29. German Bank Face-to-Face E-Mail © 2013 Sociometric Solutions All Rights Reserved.
  30. 30. © 2013 Sociometric Solutions All Rights Reserved.
  31. 31. ? © 2013 Sociometric Solutions All Rights Reserved. Experts
  32. 32. ? © 2013 Sociometric Solutions All Rights Reserved. Experts
  33. 33. All About Al •  Talk to Al 66% Reduction in Completion Time •  Al’s Productivity About Average © 2013 Sociometric Solutions All Rights Reserved.
  34. 34. Expert Solution © 2013 Sociometric Solutions All Rights Reserved.
  35. 35. Expert Solution © 2013 Sociometric Solutions All Rights Reserved.
  36. 36. © 2013 Sociometric Solutions All Rights Reserved.
  37. 37. Phase 1 Results •  Cohesion (engagement) predicted productivity o  o  The opposite of how call centers are managed Engagement was unrelated to tenure and gender •  Engagement reduces stress •  Solution: change break structure © 2013 Sociometric Solutions All Rights Reserved.
  38. 38. Bank Call Center Phase 1 Break Structure © 2013 Sociometric Solutions All Rights Reserved. 15 Minutes Phase 2 Break Structure
  39. 39. Phase 2 Results 25 % Change 20 15 10 5 0 Cohesion © 2013 Sociometric Solutions All Rights Reserved. Stress Decrease Productivity
  40. 40. $15M/year © 2013 Sociometric Solutions All Rights Reserved.
  41. 41. Perspectives © 2013 Sociometric Solutions All Rights Reserved.
  42. 42. Remote Work © 2013 Sociometric Solutions All Rights Reserved.
  43. 43. © 2013 Sociometric Solutions All Rights Reserved.
  44. 44. A Primer on Programming © 2013 Sociometric Solutions All Rights Reserved.
  45. 45. Remote Work Effect Percentage of Dependencies 60 50 40 Co-located 30 Remote 20 10 0 Congruence © 2013 Sociometric Solutions All Rights Reserved. Gap
  46. 46. $150M/year © 2013 Sociometric Solutions All Rights Reserved.
  47. 47. Distance Effect 70 % of Interactions 60 50 40 Study 1 F2F Study 1 E-Mail 30 Study 2 F2F 20 10 0 Next Desk Same Row © 2013 Sociometric Solutions All Rights Reserved. Same Floor Different Floor
  48. 48. Complex Projects © 2013 Sociometric Solutions All Rights Reserved.
  49. 49. © 2013 Sociometric Solutions All Rights Reserved.
  50. 50. 16 Months © 2013 Sociometric Solutions All Rights Reserved.
  51. 51. © 2013 Sociometric Solutions All Rights Reserved.
  52. 52. 6 Years $32 Billion © 2013 Sociometric Solutions All Rights Reserved.
  53. 53. What’s Next? © 2013 Sociometric Solutions All Rights Reserved.
  54. 54. Wrapping Up © 2013 Sociometric Solutions All Rights Reserved.
  55. 55. © 2013 Sociometric Solutions All Rights Reserved.
  56. 56. © 2013 Sociometric Solutions All Rights Reserved.
  57. 57. © 2013 Sociometric Solutions All Rights Reserved.
  58. 58. © 2013 Sociometric Solutions All Rights Reserved.
  59. 59. © 2013 Sociometric Solutions All Rights Reserved.
  60. 60. Questions? ben@socio-metric.com © 2013 Sociometric Solutions All Rights Reserved.
  61. 61. © 2013 Sociometric Solutions All Rights Reserved.
  62. 62. Retail Bank Branch 1 Branch 2 Branch 3 Performance? © 2013 Sociometric Solutions All Rights Reserved.
  63. 63. Retail Bank Branch 1 Branch 2 Branch 3 1 3 2 © 2013 Sociometric Solutions All Rights Reserved.

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