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How Employee Engagement                         Drives Quality                                   Trase Miller Quarterly Qu...
Agenda     Fine Dining Surprise – Special Thanks to Lynette     Robert’s Ice Breaker – Buckle Up (10 minutes)     Emplo...
Employee Engagement Defined     An "engaged employee" is one who is fully involved in         and enthusiastic about thei...
Easier Said Than Done     Employee engagement scores account for as much as         half of the variance in customer sati...
Engagement Drivers     Employee perceptions of job importance     Employee clarity of job expectations     Career advan...
Employee Satisfaction – Word Cloud   • A word cloud is a weighted list   presented in a visual design.   These are the mos...
Chick Fil-A Gets Engagement     97% retention rate (corporate and franchise)     “Best drive-through in America" by QSR ...
The Chick Fil-A Success Formula     Customer-centered leadership     Managers treat their employees how they want those ...
Customers Are People                             http://www.youtube.com/watch?v=2v0RhvZ3lvYTrase Miller All Rights Reserved
A Few Words on TMEC     Founded in 1996 – Same Mission Today          Fun          Events and Recognition          Com...
Next Steps and Doing My Part     Focus on shaping perceptions of job importance     Connecting the dots to the employee ...
The EndTrase Miller All Rights Reserved
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Quarterly Quality Forum - Employee Engagement Feb 2012

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Trase Miller’s managers meet once a quarter to discuss quality and review the performance of our business. Our “Quarterly Quality Forum” is hosted by a team of managers. Here is our Q1 2012 presentation.

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Quarterly Quality Forum - Employee Engagement Feb 2012

  1. 1. How Employee Engagement Drives Quality Trase Miller Quarterly Quality Forum February 2012Trase Miller All Rights Reserved
  2. 2. Agenda  Fine Dining Surprise – Special Thanks to Lynette  Robert’s Ice Breaker – Buckle Up (10 minutes)  Employee Engagement – Stacey & Scott (10 minutes)  Best Practices – Pam & Scott (20 minutes)  Plus a brief commercial on TMEC  Next Steps and Doing Your Part – Frank (10 minutes)  Business Review (20-30 minutes)  Frank / Sarah / Debbie / ScottTrase Miller All Rights Reserved
  3. 3. Employee Engagement Defined  An "engaged employee" is one who is fully involved in and enthusiastic about their work  Will act in ways that furthers TM’s interests  A measurable degree of an employees positive or negative emotional attachment to their job, colleagues and company  Profoundly influences their willingness to learn & perform  Engagement is distinctively different from employee satisfaction, motivation and company culture  Engaged employees care about the future of our company and are willing to invest discretionary effortTrase Miller All Rights Reserved
  4. 4. Easier Said Than Done  Employee engagement scores account for as much as half of the variance in customer satisfaction scores  At large ONLY 31% of employees are actively engaged in their jobs  They work with passion & feel a profound connectionTrase Miller All Rights Reserved
  5. 5. Engagement Drivers  Employee perceptions of job importance  Employee clarity of job expectations  Career advancement/improvement opportunities  Regular feedback and dialogue with superiors  Quality of working relationships (360 )  Perceptions of Trase Miller’s values  Effective internal employee communications  Rewards for engagementTrase Miller All Rights Reserved
  6. 6. Employee Satisfaction – Word Cloud • A word cloud is a weighted list presented in a visual design. These are the most frequently used words extracted from survey comments by our people • It tells a very good and very positive story that we can all be proud of • These are real sentiments and are not typical of most companiesTrase Miller All Rights Reserved
  7. 7. Chick Fil-A Gets Engagement  97% retention rate (corporate and franchise)  “Best drive-through in America" by QSR the quick- service restaurant trade journal 3 years running  43 consecutive years of positive sales growthTrase Miller All Rights Reserved
  8. 8. The Chick Fil-A Success Formula  Customer-centered leadership  Managers treat their employees how they want those employees, in turn, to treat customers.  "If we have to keep telling people what to do, it means were not modeling the behavior ourselves and if were living it every day, we dont need to talk about it”  Careful screening of employees and training that revolves entirely around the customer  Golden Rule Sensibilities - Customers are people  Every Life has a StoryTrase Miller All Rights Reserved
  9. 9. Customers Are People http://www.youtube.com/watch?v=2v0RhvZ3lvYTrase Miller All Rights Reserved
  10. 10. A Few Words on TMEC  Founded in 1996 – Same Mission Today  Fun  Events and Recognition  Community Service  Volunteers  Coordinator = Pam now in 2nd year  Current volunteers = 8/9  Your ideas to refreshTrase Miller All Rights Reserved
  11. 11. Next Steps and Doing My Part  Focus on shaping perceptions of job importance  Connecting the dots to the employee sat survey  More effective internal employee communications  TMEC enhancements  3/3/3 Plan Worksheet  Volunteers for next Quarterly Quality Forum (May)Trase Miller All Rights Reserved
  12. 12. The EndTrase Miller All Rights Reserved

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