In this presentation, Robin Schooling and Ryan Caligiuri discuss how HR professionals can use employee feedback to drive breakthroughs in their departments and across the organization.

1. How to Use Employee Feedback to Drive Breakthroughs
#HRfeedback

2. Robin Schooling, SPHR
Ryan Caligiuri
Managing Director | Strategist
Chief Marketing Officer
Silver Zebras, LLC
ClearPicture
@RobinSchooling
@RyanCaligiuri

3. what engagement is…and isn’t…

4. “employee engagement is the
emotional commitment
the employee has to
the organization and its goals”
Kevin Kruse

5. Gallup - Q12
(2012)
work units top quartile
vs.
work units bottom quartile
rmed
utperfo
o
10% on customer ratings
22% in profitability
21% in productivity

6. by collecting, analyzing and acting
upon information you can
drive change in your organization

7. Clarifying the Purpose
Th e
cess
Pro
Gathering Feedback
back
eed
F
Analyzing the Data
Correlating the Data
Taking Action

8. step 1: clarifying the purpose

9. what is your purpose and
what is the meaning?

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. common business reasons
-
increase revenue
-
drive innovation
-
cost efficiency
-
a strategic corporate shift

12. common ‘HR’ reasons
-
increase engagement
-
improve productivity
-
reduce turnover
-
reduce costs

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. “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. 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. employees want to know their
voice will be heard!
most important!

17. step 2: gathering feedback

18. consider multilingual
delivery?
gather feedback?
•online?
•paper-based?
•mobile?
focus on the diverse
needs of your
audience?
how will you…

19. how you ask the
questions…
…may determine the
answers
too gentle? too confusing?

20. tip!
ask both open ended
and
closed ended questions

21. do
do
how
how
surre
su e
ake
ake
um
ou m
yo
y
up?
up?
how
how
ey s
ey s
h
tth

22. mobile
social
incentives
think like a marketer
gamification
where are they?

23. step 3: analyzing the data

24. what are you hearing?

25. types of data
quantitative
deals with numbers
can be measured
qualitative
deals with descriptions
observed not measured

26. approach the data correctly
don’t mistake correlations for
causation
don’t make invalid comparisons
accurately establish margins of error

27. beware
of
biases
and
conclusions

28. step 4: correlating the data

29. what additional data do you need?
Photo credit: swisscan / Foter.com / CC BY-NC-SA

30. HR information
performance data
new hire surveys
productivity stats

31. service
logistics
sales
look across the enterprise

32. other social data
customer reviews
candidate feedback
external channels

33. think about…
-
who and what impacts your department?
-
how do improvements in another area impact
your success?

34. follow up
• meetings with employees
• small focus groups
• probe for clarity

35. step 5: taking action

36. the biggest complaint?
of it!
mes
er co
g ev
othin
n

37. build a timeline
ha
rt
De
ce
mb
er
er
up
da
te
ct
c
Oc
tob
pro
er
je
du
e
Ju
ne
Se
ab
pte
cp
res
mb
en
ted
er
xy
z
Au
gu
st

38. to do…
-
set goals
-
plan for communication
-
monitor progress
-
hold people accountable

39. hen
w
e fo
’s tim
it
tion
r ac
who will
do what
by when?

40. consider
surv
ulse’
‘p
mea
ey to
impa
sure
ange
of ch
ct

41. be…
… social
… collaborative
… transparent

42. gathered feedback
analyzed the data
develop solutions

43. raving results

44. conclusion
have
purpose
take
action
communicate
&
clarify
without data it’s only conjecture!

45. Breakthrough Opportunity
Assessment (BOA)
If you want to discover a breakthrough in your
own organization or want to see companies that
have created breakthroughs by collecting,
analyzing, correlating and taking action on
employee data/insights then inquire about a free
BOA.
I want more information on the BOA

46. questions?
Robin Schooling, SPHR
Ryan Caligiuri
robin@silverzebras.com
rcaligiuri@clearpicture.com
contact us!