1. Let Your Next Employee Survey
Open the Door to Ultimate
Engagement
IABC NJ Chapter Nov. 8, 2011
Linda Dulye, president/founder, Dulye & Co.

2. Dulye & Co. Spectator-Free Workplace™
Employee Engagement
2-Way Communications
Pulse Check Measurement™
Leadership Development
© 2011 Dulye & Co.
www.dulye.com 2

3. Toolkit Available at Dulye.com
Specialized IABC Toolkit includes:
• IABC Quill Winning Case Study
• Fox Business and Communication World Articles
• Spectator-Free Workplace™ newsletter
• NJ IABC presentation
Now at dulye.com
© 2011 Dulye & Co.
www.dulye.com 3

4. This is NOT a Magnet for Engagement
Dulye & Co. Research, Oct. 2011
© 2011 Dulye & Co.
www.dulye.com 4

5. So Here’s the Gift!
Results of an
employee
engagement
survey reveal less
than 50% of
employees feel
leadership
communicates
effectively with
them.
© 2011 Dulye & Co.
www.dulye.com 5

6. Another Gift!
Quality, customer
satisfaction, and
employee morale
show a sinking
trend!
© 2011 Dulye & Co.
www.dulye.com 6

7. Fantastic! Yes! Believe It or Not!
‘Bad’ data is a great
catalyst for employee
engagement.
© 2011 Dulye & Co.
www.dulye.com 7

8. Ultimate Engagement Model/Case Study
Game Plan
Equipment
Scoreboard
© 2011 Dulye & Co.
www.dulye.com 8

9. Case Study: Game Plan
• Share the data
• Prioritize issues
• Set measurable goals
• Share the ownership
Shift gears from top-down driven culture
© 2011 Dulye & Co.
www.dulye.com 9

10. Game Plan: Form a Front-Line Partnership
Bottom-up nominations
for change leaders
Leader-led selection
process
2 diverse Action Teams
(11 exempt/non-
exempt/hourly; 1
supervisor per team)
On-the-job work time and
training
Defined schedule with
clear deliverables and
reporting process
© 2011 Dulye & Co.
www.dulye.com 10

11. Game Plan: Engage Associates in Problem Solving
Work Schedule
Week Outcome
Site, Division, Corporate Review data and
Leadership 1/2 priorities with exec.
team
Conduct root cause
Employee Action Team 2/3
analysis
Brainstorm
4
improvement ideas
Develop corrective
actions and present
5/6
for decision to exec.
team
Expand ownership of results beyond the leader level.
© 2011 Dulye & Co.
www.dulye.com 11

12. Game Plan: Drive Interactivity and Accountability
Searching for a New Direction
• Redesign existing
communication practices OUTGOING
• Add new channels to increase
cross-department/cross-
level/upward communications Direct
Dialogue
• Establish shared responsibility
for communications
• Track performance INCOMING
• Hold people accountable
Maximize conversations, minimize presentations.
© 2011 Dulye & Co.
www.dulye.com 12

13. Game Plan: Overhaul Quarterly Town Hall Process
•Top-down, 1-way delivery yields to 2-way exchange
•Meeting time and powerpoint charts cut by 50%
•New dynamics of feedback and measurement
Employee-managed process drives culture change—
and improved front-line engagement.
© 2011 Dulye & Co.
www.dulye.com 13

14. Game Plan: Create 2-Way Connection Points
VIP Visits
Team Huddles
100% employee managed!
Workplace Info Center Customer Visits
© 2011 Dulye & Co.
www.dulye.com 14

15. Game Plan: Mobilize Leaders via Walkarounds
• Weekly, entourage-free
• In-person (virtual if necessary)
• Direct connections where employees work
New way of leading—feet first.
© 2011 Dulye & Co.
www.dulye.com 15

16. Equipment: Develop Leaders’ Skills
Walkaround Toolkit Walkaround Guidelines
• Formal guidelines
• Skills coaching
• Common metrics
• Weekly polling
• Corrective plans
“Street” Maps 3V Coaching
© 2011 Dulye & Co.
www.dulye.com 16

17. Equipment: Conduct Performance Measurement
RRESO Quarterly Meeting Feedback Form—July 2007
Your candid feedback will help to improve future meetings like this. Please answer all questions by checking
Just-in-time capture
the appropriate box. Please return your completed form before leaving the meeting. Thank you.
Very Very
1. Rate the quality of today’s meeting: Poor Good
Poor Good
Impact metrics
a) Topics covered
b) Format of the meeting
c) Presentation materials
d) Question and answer session
e) Your comfort speaking up
f) Quality of information presented
g) Overall format of the meeting
Transparent results
h) Your level of interest in the information covered
i) The range of topics covered
j) The variety of speakers
k) The room setup and logistics
reporting
l) Presentation skills of the speakers
2. Identify 1 thing that you learned from today’s presentations that you didn’t know before:
Data driven priorities –
3. What did you like about today’s meeting?
improve people and
4. Please list any subjects you would like to hear about next quarter that we didn’t cover today:
5. Provide 1 improvement idea for this meeting: practices
Very Very
Other feedback systems:
6. Please rate the following: Poor Good
Poor Good
a) Quality and usefulness of the weekly newsletter,
The Voice
•Weekly assessments
b) Quality of your weekly departmental Huddle
c) Effectiveness of Leadership Walk-Arounds to
provide interaction with the RRESO Leadership Team
•Huddle feedback
d) Overall effectiveness of the Winning Workplace
Program
•Quad chart reviews
7. Are you interested in being on a Winning Workplace team?
a) YES Please use a feedback form and submit your name using the blue box at the Info Center.
b) NO Please indicate your primary reason:
Too much work in my area Not enough time No interest in the process
•Hallway chatter
Not sure what it entails
Other, please specify:
Supervisor/Manager won’t support me
•Corporate employee survey
© 2011 Dulye & Co.
www.dulye.com 17

18. Scorecard: Track Manager Engagement
Week
Week
Week
Week
Participating Leaders in
1
2
3
4
Walkaround Program
Mary Barron
Tom Miller
Marion Jones
Michael Phillips
Chris Arielini
Chip Copeland
John Bulson
Kitt Potter
Peter Nakasian
Aaron Stein
Red = Incomplete Yellow = Late complete Green = Complete
© 2011 Dulye & Co.
www.dulye.com 18

19. Scorecard: Track Employee Engagement
Year 1 Cost
Innovation
Savings
$1.5
40 ideas Million
Walkaround program replaced formal, bureaucratic, static
suggestion program.
© 2011 Dulye & Co.
www.dulye.com 19

20. Scorecard: Year 1 Results
400% cash flow improvement
400% reduction in errors
27% reduced labor on major programs
90% senior leader engagement in communications
30-50% gains in employee knowledge/engagement
Faster identification of high-potential talent
Company, industry, customer benchmarked practice
IABC Gold Quill winner.
© 2011 Dulye & Co.
www.dulye.com 20

21. Scorecard: Baseline Assessment
Year 1 Results:
More than 70% of
employees feel
leadership
communicates
effectively with
them. (Up from
48%)
Dramatic turnaround in leader and employee engagement
and its impact on organizational performance.
© 2011 Dulye & Co.
www.dulye.com 21

22. Summary: Real Value in Top & Front-Line Engagement
For every 1% percent gain
in an executive’s time
spent with at least one
(company) insider,
productivity advanced
2.14%.
--- 2011 Harvard Business School research
© 2011 Dulye & Co.
www.dulye.com 22

23. Summary: Tips for Getting Started
Pilot first!
Involve ‘client’ in program
Game Plan design
Build internal capability
Equipment and ownership, then let go!
Expand with engaged
Scoreboard group as program
champions
Enforce accountability
© 2011 Dulye & Co.
www.dulye.com 23

24. Thank You. Questions?
poll
Your feedback wanted!
Go to dulye.com/quickpoll
The contents of the presentation are considered proprietary to Dulye & Co.
Any reproduction or disclosure requires the consent of Dulye & Co.
For more information, please contact Roger Gibboni, COO, at 845-987-7744, rgibboni@dulye.com.
© 2011 Dulye & Co.
www.dulye.com 24