Redefining Corporate Culture: A San Diego Zoo Case Study...It’s all happening at the Zoo! 3 of 52...
Transcript of Redefining Corporate Culture: A San Diego Zoo Case Study...It’s all happening at the Zoo! 3 of 52...
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Redefining Corporate Culture:
A San Diego Zoo Case Study
Tim Mulligan, JD
Chief Human Resources Officer
San Diego Zoo Global
@sdzglobal | @mulligna
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Agenda
• About San Diego Zoo Global
• Creating a World-Class Workforce
• Talent Management History at the Zoo
• A Culture Shift
• Organizational Goals & Drivers
• Big Picture Plan for the Future
• Sustaining a High-Performance Culture
• Employee Engagement Programs
• Q&A
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Company Overview
• San Diego Zoo Global is a 3200-employee organization
that operates:
– The San Diego Zoo
– San Diego Zoo’s Safari Park
– San Diego Zoo’s Institute for Conservation Research
• Organization has been around over 96 years
• Not-for-profit
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Our Talent Management System Before
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Our Talent Management System Before
Annual review process not
followed, employees skeptical
Process an administrative
nightmare - little usable information
No method to measure or report
on completed appraisals
Employees not measured against goals or objectives
No employee accountability
No organizational goals/objectives
No manager goals/objectives
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No Big Picture Plan for the Future
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A Culture Shift
• Six years ago, we created a new Strategic Plan – Vision: To become a world-class leader in connecting people to
wildlife and conservation
– Detailed a new, aggressive list of our company’s strategic high-level goals and priorities
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Identifying Organizational Goals & Drivers
• Both internal & external
• Examples: – Competition in our industry
– Labor market
– Employee engagement/satisfaction issues
– Legal consideration
– Technology/Budgetary constraints
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Conducting a Gap Analysis
• Where was our organization at, compared with where it wanted to be?
• Example: Gap: Succession Planning
• World leading programs had them
• We did not
Risk: Retention of Talent
• Continue status quo
• Not be prepared to promote from within
• Lose people
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A Big Picture Plan for
the Future
• Accountability & Pay for Performance
• Better communication
• SMART goals
• Succession planning
• Leadership development
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Creating a World-Class Workforce
• Needed to automate our talent management processes to: – Tightly map talent management strategy to our strategic plan
– Introduce a pay-for-performance system tied to goals
– Increase goal alignment
– Increase employee accountability, recruitment & retention
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Creating a World-Class Workforce
Needed a talent management solution that could… – Objectively measure employee performance
– Link performance to compensation
– Be easy-to-use for our non-tech savvy employees
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Creating a World-Class Workforce
• In 2005, found the right automated performance management system for our business and culture – Gradual, methodical implementation
– More than 200 managers collaborated on key goals and competencies
• Within 3 months the solution was running
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Z-MAX Dashboard
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Employee Records Page
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Appraisal Form Screen Shot
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Appraisal Form Screen Shot
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Appraisal Form Screen Shot
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Appraisal Form Screen Shot
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Appraisal Form Screen Shot
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Appraisal Form Screen Shot
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Administrative Screen Shot
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Our Talent Management Program Today
Appraisal results linked to compensation: – Overall Score: 50% Objectives, 50% Leadership Competencies
– Pay-for-performance
– Score plugged into Performance Matrix • Position salary range & appraisal results
• High Performers have capability to achieve 200 % more increase then previous years prior to pay-for-performance system
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Our Talent Management Program Today
• “World Famous” brand applied to employees – Employees challenged to be their best
– Zoo University & advanced leadership training
– Commitment to develop our people
• All people managers & above hired internally
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Our Talent Management Program Today
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Our Talent Management Program Today
• Increased organizational alignment
• Supports a high-performance culture – Accountability directly tied to compensation
– All supervisors/managers now participating in a formal pay-for-performance program
• Increased employee engagement – Engagement scores have increased 30%
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Our Talent Management Program Today
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Additional Benefits
• Better at recruiting / retaining our employees
• Consistent & formal appraisal process – Review Scores can be used for bonus programs
– 100% completion rate on appraisals!!!
• Better reporting
• Year-round performance journals & ongoing feedback
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The Results
• Established a coaching culture – Managers & employees have regular performance discussions
• Goals are regularly revisited
• Employee development & career progression a priority
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The Results
• Positive feedback from managers & employees
• Specific questions added to employee satisfaction/ employee engagement surveys
• Effectively communicate the results
Employees Know What is Expected of Them!
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Return on Mission (ROM)
• Non-financial ROM
– Manager:
• More efficient
• Like review and annotations
• Like performance journal
• More accountable
• Streamline process
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Return on Investment (ROM)
• Non-financial ROM
– Administration/HR:
• More management accountability
• HR/VP can monitor performance appraisal status
• Increase security of data
• Eliminate manual processing of increases
• Better control over bonus programs
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• Non-financial ROM:
– Employee:
• Performance journal
• Ability to make comments
• Access to past evaluations
Return on Investment (ROI)
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The Zoo’s High-Performance Culture
• Employees are… – Focused on customer service
– Committed to the success of the organization
• The result is a sustained, highly engaged workforce
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Other HR “Branded Premium Products”
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We are fiercely committed to being ambassadors for wildlife, with unwavering focus on global collaboration
and advocacy, innovation, development of our employees, and unrelenting passion for what we do.
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Training
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Training
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Performance Management
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Roaring Rewards Incentive
Program
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Roaring Rewards
Incentive Program
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Employee Feedback
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Branded Benefit Programs
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Other Branded
HR Premium Products
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Tim Mulligan, JD Chief Human Resources Officer, San Diego Zoo Global [email protected] | @sdzglobal | @mulligna
QUESTIONS?