Ben Waber People Analytics

•

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Ben Waber, Co-founder of Sociometric Solutions presented on People Analytics at MassTLC workforce development summit December 2013

Actualités & Politique

People Analytics

Ben Waber
© 2013 Sociometric Solutions All Rights Reserved.

© 2013 Sociometric Solutions All Rights Reserved.

Why is
organizational
change hard?
© 2013 Sociometric Solutions All Rights Reserved.

vs.

© 2013 Sociometric Solutions All Rights Reserved.

Solution

© 2013 Sociometric Solutions All Rights Reserved.

A Regular Day

© 2013 Sociometric Solutions All Rights Reserved.

Generating Data

© 2013 Sociometric Solutions All Rights Reserved.

Speaking
Time

38%

21%

62%

79%

12%

88%

© 2013 Sociometric Solutions All Rights Reserved.

29%

71%

Turn
Taking

38%

21%

62%

79%

12%

88%

© 2013 Sociometric Solutions All Rights Reserved.

29%

71%

Interac1vity

38%

79%

71%

88%

© 2013 Sociometric Solutions All Rights Reserved.

Posture

30◦

© 2013 Sociometric Solutions All Rights Reserved.

Energy
Level

30◦

9
AM

© 2013 Sociometric Solutions All Rights Reserved.

10
AM

11
AM

12
PM

1
PM

2
PM

Digital
Data

30◦

9
AM

© 2013 Sociometric Solutions All Rights Reserved.

10
AM

11
AM

12
PM

1
PM

2
PM

Tone
of
Voice

© 2013 Sociometric Solutions All Rights Reserved.

Speaking
Speed

© 2013 Sociometric Solutions All Rights Reserved.

Volume

© 2013 Sociometric Solutions All Rights Reserved.

Individuals

© 2013 Sociometric Solutions All Rights Reserved.

Teams

© 2013 Sociometric Solutions All Rights Reserved.

Organizations

© 2013 Sociometric Solutions All Rights Reserved.

Sensing Technology

1997
© 2013 Sociometric Solutions All Rights Reserved.

2013

Sociometric Badge
Microphone
Infra-Red (IR) Transceiver
Accelerometer

Bluetooth

© 2013 Sociometric Solutions All Rights Reserved.

Case Studies

© 2013 Sociometric Solutions All Rights Reserved.

German Bank
Face-to-Face

E-Mail

© 2013 Sociometric Solutions All Rights Reserved.

?

© 2013 Sociometric Solutions All Rights Reserved.

Experts

All About Al
• 

Talk to Al

66% Reduction in Completion Time
• 

Al’s Productivity

About Average

© 2013 Sociometric Solutions All Rights Reserved.

Expert Solution

© 2013 Sociometric Solutions All Rights Reserved.

Phase 1 Results
• 

Cohesion (engagement) predicted
productivity
o 
o 

The opposite of how call centers are managed
Engagement was unrelated to tenure and
gender

• 

Engagement reduces stress

• 

Solution: change break structure

© 2013 Sociometric Solutions All Rights Reserved.

Bank Call Center
Phase 1 Break Structure

© 2013 Sociometric Solutions All Rights Reserved.

15 Minutes

Phase 2 Break Structure

Phase 2 Results
25

% Change

20
15
10
5
0
Cohesion
© 2013 Sociometric Solutions All Rights Reserved.

Stress Decrease

Productivity

$15M/year
© 2013 Sociometric Solutions All Rights Reserved.

Perspectives

© 2013 Sociometric Solutions All Rights Reserved.

Remote Work

© 2013 Sociometric Solutions All Rights Reserved.

A Primer on Programming

© 2013 Sociometric Solutions All Rights Reserved.

Remote Work Effect
Percentage of Dependencies

60
50
40
Co-located

30

Remote
20
10
0
Congruence

© 2013 Sociometric Solutions All Rights Reserved.

Gap

$150M/year
© 2013 Sociometric Solutions All Rights Reserved.

Distance Effect
70

% of Interactions

60
50
40

Study 1 F2F
Study 1 E-Mail

30

Study 2 F2F

20
10
0
Next Desk

Same Row

© 2013 Sociometric Solutions All Rights Reserved.

Same Floor Different Floor

Complex Projects

© 2013 Sociometric Solutions All Rights Reserved.

16 Months
© 2013 Sociometric Solutions All Rights Reserved.

6 Years
$32 Billion
© 2013 Sociometric Solutions All Rights Reserved.

What’s Next?
© 2013 Sociometric Solutions All Rights Reserved.

Wrapping Up

© 2013 Sociometric Solutions All Rights Reserved.

Questions?
ben@socio-metric.com

© 2013 Sociometric Solutions All Rights Reserved.

Retail Bank

Branch 1

Branch 2

Branch 3

Performance?
© 2013 Sociometric Solutions All Rights Reserved.

Retail Bank

Branch 1

Branch 2

Branch 3

1

3

2

© 2013 Sociometric Solutions All Rights Reserved.

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Ben Waber People Analytics

37. Phase 1 Results •  Cohesion (engagement) predicted productivity o  o  The opposite of how call centers are managed Engagement was unrelated to tenure and gender •  Engagement reduces stress •  Solution: change break structure © 2013 Sociometric Solutions All Rights Reserved.