Day 1 1500_steve_barry

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Day 1 1500_steve_barry

  1. 1. the customer as our conscience • What impact does being a customer owned business have on us as an employer? • Our customers hold great importance on mutuality, they make buying decisions because of our mutual status • They have certain expectations of how we should behave
  2. 2. who we are • In existence since 1980 • 500,000 customers • £1bn Assets under management • Selling Life Insurance, Regular Savings, Health Insurance • c200 employees • 1 location, Harrogate
  3. 3. are there any challenges in this ideal? • Harrogate is traditionally a negative unemployment area • Located in striking distance to Leeds and York, major competitor organisations vying for the same skills • House prices are at a premium • Long terms careers vs. flat structure • The biggest challenge of all…
  4. 4. 2007 - Our first venture into testing employee satisfaction
  5. 5. no-one wants to play anymore? • Legacy? What legacy? 2012 Olympic Stadium in danger of being shut for years
  6. 6. behaviours, much more than HR speak
  7. 7. Integrating people measures • Monthly balanced scorecard now features • Reviews 1. Community 2. People 1. Appraisal and 121 recording 2. Structural skills assessment 3. Staff turnover and absence 4. Staff tenure & recruitment effectiveness 5. Headcount & budget costs 3. Infrastructure & Service delivery 4. Finances
  8. 8. taking a holistic approach to employment Whole person employer practices Work
  9. 9. taking a holistic approach to employment Whole person employer practices Work Life
  10. 10. taking a holistic approach to employment Whole person employer practices Work Life Sleep
  11. 11. working to peoples’ strengths
  12. 12. knowing where I fit in enigma/ new to role growth dilemma core UNDER performer effective trusted professional h.i.p n.g.l external opportunities promotion opportunities cross-functional opportunities current role
  13. 13. improving our communications internal comms physical formalinformal employee survey Engage Forum Friday breakfast briefings coffee mornings business lunches floors, walls & ceilings… we’ll work hard on listening this year
  14. 14. are we getting it right? 86% 66% 68% 73% 59% 65% 62% 62% 72% 73% 73% 73% 50% 60% 70% 80% 90% Overall I would recommend this organisation as a great place to work Overall I am satisfied with my job I am not actively looking to leave the organisation in the next 12 months Overall Engagement Score Upper Quartile Norm Global Norm Engage Mutual Overall 2011 Engage Mutual 2010-11 Engage Mutual 2011-12 Peer 2011-12 Industry 2011-12 76 78 80 82 84 86 88 90 92 ABI Survey results in relation to overall customer service satisfaction from Engage Mutual • Recruitment – reputation as a good employer • Retention of staff improving • Skills of staff increased • Value of what we offer recognised by staff
  15. 15. looking ahead Each staff member will have a living portfolio containing: The Strategy document & annual objectives of the Society together with their: • Current job description • Strengths Finder 2.0 profile • Annual objectives • Skills assessment • 121 monthly notes • Development plan • Recognition & achievements
  16. 16. summary • Our customers determine our behaviours because of who we have identified ourselves to be • Managers & team leaders are instrumental • We have had to get serious about people engagement • The results of our work are encouraging • We’ve started down the road where it just becomes what we do • The journey continues… Thank you for listening

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