How to Use Employee Feedback for Business Improvement

#HRfeedback
Robin Schooling, SPHR

Ryan Caligiuri

Managing Director | Strategist

Business Growth Strategist

Silver Zebras, LLC

Cle...
what engagement is…and isn’t…
“employee engagement is the
emotional commitment
the employee has to
the organization and its goals”

Kevin Kruse
Gallup - Q12

(2012)

work units top quartile
vs.
work units bottom quartile

formed
outper

10% on customer ratings

22% ...
by collecting, analyzing and acting
upon information you can
drive change in your organization
Clarifying the Purpose

The

bac
Feed

cess
k Pro

Gathering Feedback
Analyzing the Data
Correlating the Data
Taking Actio...
step 1: clarifying the purpose
what is your purpose and
what is the meaning?
nine performance outcomes
lower/less
! 
! 
! 
! 
! 
! 

higher

absenteeism
turnover
shrinkage (theft)
safety incidents
pa...
common business reasons

- 

increase revenue

- 

drive innovation

- 

cost efficiency

- 

a strategic corporate shift
common ‘HR’ reasons

- 

increase engagement

- 

improve productivity

- 

reduce turnover

- 

reduce costs
common problems

- 

doesn’t have senior leadership sponsorship

- 

seen as an HR ‘project’

- 

conducted in order to se...
“a strategic initiative with the sole objective of
providing guidance around the matter of how
and where to invest in peop...
employees will want to
know…

•  is this anonymous?
•  how much time will this take…
and can I complete during work
time?
...
employees want to know their
voice will be heard!

most important!
step 2: gathering feedback
consider multilingual
delivery?

gather feedback?

• online?
• paper-based?
• mobile?

focus on the diverse
needs of your
...
how you ask the
questions…
…may determine the
answers

too gentle? too confusing?
tip!

ask both open ended
and
closed ended questions
how

yo u
do

e su
mak

ey s
e th
r

up?
how
mobile

social

incentives

think like a marketer
gamification

where are they?
step 3: analyzing the data
what are you hearing?
types of data
quantitative

qualitative

deals with numbers

deals with descriptions

can be measured

observed not measur...
approach the data correctly

! 

don’t mistake correlations for
causation

! 

don’t make invalid comparisons

! 

accurat...
beware
of
biases
and
conclusions
step 4: correlating the data
what additional data do you need?

Photo credit: swisscan / Foter.com / CC BY-NC-SA
HR information
performance data

new hire surveys
productivity stats
service

logistics
sales

look across the enterprise
other social data
customer reviews

candidate feedback
external channels
think about…
- 

who and what impacts your department?

- 

how do improvements in another area impact
your success?
follow up
•  meetings with employees
•  small focus groups
•  probe for clarity
step 5: taking action
the biggest complaint?

ve r c
ing e
noth

of it!
mes
o
build a timeline
to do…
- 

set goals

- 

plan for communication

- 

monitor progress

- 

hold people accountable
w

it’s
hen

ction
for a
time

who will
do what
by when?
consider

‘pul

rvey
e’su
s

a su
o me
t

pact
re im

ange
f ch
o
be…

… social
… collaborative
… transparent
gathered feedback
analyzed the data
develop solutions
raving results
conclusion
have
purpose

take
action

communicate
&
clarify
without data it’s only conjecture!
questions?
Robin Schooling, SPHR

Ryan Caligiuri

robin@silverzebras.com

rcaligiuri@clearpicture.com

contact us!
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How to Use Employee Feedback for Business Improvement

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Gathering feedback and using it appropriately is essential to assessing the current state of your organization, ensuring buy-in for change, and ultimately making the improvements deemed critical for business success.

In the Human Resources sphere when discussing feedback we usually think of how we conduct the ‘annual employee survey’ when we gather data in an attempt to measure engagement levels across the entire organization.

Managing this process is crucial and while many organizations are collecting the data they are not applying what they learn in ways that contribute to meaningful and substantive change.

In this presentation we explored the key things you should do in order to achieve breakthroughs in performance and innovation and how you can use the insights you gain to seize the opportunities for improvement.

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How to Use Employee Feedback for Business Improvement

  1. 1. How to Use Employee Feedback for Business Improvement #HRfeedback
  2. 2. Robin Schooling, SPHR Ryan Caligiuri Managing Director | Strategist Business Growth Strategist Silver Zebras, LLC Clear Picture @RobinSchooling @RyanCaligiuri
  3. 3. what engagement is…and isn’t…
  4. 4. “employee engagement is the emotional commitment the employee has to the organization and its goals” Kevin Kruse
  5. 5. Gallup - Q12 (2012) work units top quartile vs. work units bottom quartile formed outper 10% on customer ratings 22% in profitability 21% in productivity
  6. 6. by collecting, analyzing and acting upon information you can drive change in your organization
  7. 7. Clarifying the Purpose The bac Feed cess k Pro Gathering Feedback Analyzing the Data Correlating the Data Taking Action
  8. 8. step 1: clarifying the purpose
  9. 9. what is your purpose and what is the meaning?
  10. 10. nine performance outcomes lower/less !  !  !  !  !  !  higher absenteeism turnover shrinkage (theft) safety incidents patient safety incidents quality incidents (defects) customer ratings/metrics !   productivity !   profitability !  Gallup…2012 meta-analyses
  11. 11. common business reasons -  increase revenue -  drive innovation -  cost efficiency -  a strategic corporate shift
  12. 12. common ‘HR’ reasons -  increase engagement -  improve productivity -  reduce turnover -  reduce costs
  13. 13. common problems -  doesn’t have senior leadership sponsorship -  seen as an HR ‘project’ -  conducted in order to sell employees an idea -  viewed as an easy fix
  14. 14. “a strategic initiative with the sole objective of providing guidance around the matter of how and where to invest in people to maximise business performance” Hay Group..2012
  15. 15. employees will want to know… •  is this anonymous? •  how much time will this take… and can I complete during work time? •  what sort of incentive is there?
  16. 16. employees want to know their voice will be heard! most important!
  17. 17. step 2: gathering feedback
  18. 18. consider multilingual delivery? gather feedback? • online? • paper-based? • mobile? focus on the diverse needs of your audience? how will you…
  19. 19. how you ask the questions… …may determine the answers too gentle? too confusing?
  20. 20. tip! ask both open ended and closed ended questions
  21. 21. how yo u do e su mak ey s e th r up? how
  22. 22. mobile social incentives think like a marketer gamification where are they?
  23. 23. step 3: analyzing the data
  24. 24. what are you hearing?
  25. 25. types of data quantitative qualitative deals with numbers deals with descriptions can be measured observed not measured
  26. 26. approach the data correctly !  don’t mistake correlations for causation !  don’t make invalid comparisons !  accurately establish margins of error
  27. 27. beware of biases and conclusions
  28. 28. step 4: correlating the data
  29. 29. what additional data do you need? Photo credit: swisscan / Foter.com / CC BY-NC-SA
  30. 30. HR information performance data new hire surveys productivity stats
  31. 31. service logistics sales look across the enterprise
  32. 32. other social data customer reviews candidate feedback external channels
  33. 33. think about… -  who and what impacts your department? -  how do improvements in another area impact your success?
  34. 34. follow up •  meetings with employees •  small focus groups •  probe for clarity
  35. 35. step 5: taking action
  36. 36. the biggest complaint? ve r c ing e noth of it! mes o
  37. 37. build a timeline
  38. 38. to do… -  set goals -  plan for communication -  monitor progress -  hold people accountable
  39. 39. w it’s hen ction for a time who will do what by when?
  40. 40. consider ‘pul rvey e’su s a su o me t pact re im ange f ch o
  41. 41. be… … social … collaborative … transparent
  42. 42. gathered feedback analyzed the data develop solutions
  43. 43. raving results
  44. 44. conclusion have purpose take action communicate & clarify without data it’s only conjecture!
  45. 45. questions? Robin Schooling, SPHR Ryan Caligiuri robin@silverzebras.com rcaligiuri@clearpicture.com contact us!

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