RSA youRSAy/Questback Conference april 2015

1. HOW RSA TRANSFORMED
ENGAGEMENT & DELIVERED
BUSINESS-CRITICAL INSIGHTS
IN A TIME OF UNCERTAINTY
Kam Somal
Group Head of Organisational Development

2. 2
WHO WE ARE
300 YEAR HERITAGE
OUR CORE BUSINESSES
OUR BRANDS
OUR PRODUCTS
18,000
employees

3. 3
A TRACK RECORD OF HIGH ENGAGEMENT

4. 4
2013/14 – A CHALLENGING PERIOD FOR RSA

5. 5
A NEW INTERNAL BRAND BASED
AROUND “CUSTOMER OBSESSION”

6. 6
KEY DRIVERS FOR CHANGING OUR APPROACH
 Inject some energy
 Reduce the focus on “scores”
 More authentic insights about how our people feel and what needs to
change and how
 Align to the things that matter at RSA
 Adopt more agile ways of working
 Reduce costs

7. 7
THE NEW MODEL
Do our people know what we’re aiming for as a
business? Do they believe it?
Do they know their part in this?
Are our people feeling energised and able to perform
at their full potential?
Are our people advocates of the company and our
products?
Are the day-to-day practices helping us to achieve
our goals?
Are we harnessing the energy of our people to
drive continual improvements?
Net Promoter Questions
+
FOCUS
IMPROVE
EXCEL
Net Promoter
0 1 2 3 4 5 6 7 8 9 10
Detractors Passive Promoters

8. 8
THE “SENTIMENT SLIDERS”

9. 9
THE “SHOUT OUTS”

10. 10
THE NEW REPORTS

11. 11
SUPPORTING THE CHANGE IN APPROACH
All leaders at all
levels got their
reports on the
same day
YouRSAy
Goals in new
online
performance
system
Briefing sessions for all
leaders

12. 12
INEVITABLE CHALLENGES!
• Not knowing what we wanted at the
outset
• Loss of historical benchmarks
• Selecting a new partner
• Agreeing the questions
• Not knowing what to expect
• Balancing the quantitative and
qualitative

13. 13
YEAR 1 IMPACT & BENEFITS
 High participation – 77% completion overall
 Rich, authentic and actionable insights – circa 80k “Shout Outs”
 Reduced costs
 Valuable input into strategic projects
 Signalled important cultural change
 Shifting leader accountability for delivering goals, not scores

14. "I LOVE THAT YOURSAY IS LESS
PRESCRIPTIVE THAN THE OLD SURVEY AND
USES EVERYDAY LANGUAGE.
THE OPPORTUNITY TO USE VERBATIM
COMMENTS TO EXPLAIN OUR RESPONSES
REALLY MEANS THE FEEDBACK IS SPECIFIC
AND MEANINGFUL.
PEOPLE'S VOICES HAVE BEEN HEARD AS
SENIOR LEADERS ACROSS THE
DEPARTMENTS HAVE READ EVERY SINGLE
COMMENT."

15. “THE SHOUT OUTS WERE JUST WHAT WE
NEEDED SO THAT WE COULD GET
CLARITY AS TO WHAT WE'RE DOING WELL
AND AREAS WE CAN WORK ON TO
IMPROVE. PLUS THE 'STIGMA' OF THE
LEADER'S SCORE RATING WAS REMOVED.”

16. Q&A
Kam.somal@gcc.rsagroup.com