Smith - Engagement done right
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Transcript of Smith - Engagement done right
Engagement Done Right:
Lessons from Global Organizations
Michelle M. Smith, CPIM, CRP
O.C. Tanner
Michelle M. Smith, CPIM, CRP Named as one of the Ten Best and Brightest Women in the Incentive Industry, Michelle is a highly rated international speaker, writer, and consultant. She is a respected authority on human capital management, internal branding, and engagement who has published and presented more than 475 articles and lectures.
Global Research
The Issues
Key Drivers
How-To’s
Case Studies
Engagement
16% more profitable
18% higher earnings
18% more productive
2.6 times higher growth
37% less absenteeism
60% less quality defects
Engagement » Quality » Productivity
51% less employee theft
12% better with customers
41% fewer patient incidents
62% less likely to be involved in an accident
51% less likely to leave (low turnover organizations)
31% less likely to leave (high turnover organizations)
Engagement » Quality » Productivity
Engaged Customers
23% – 70% – 240%
Internal Brand Alignment 3x – 6x
Significant Employee Unrest
60% 21% 81%
Top performers most unhappy; intend to change jobs
Employee Discontent
Effectiveness of HR Initiatives
Superior Human Capital practices are a
leading indicator of financial performance
6.5%
7.1%
7.9%
- 33.9%
16.5%
9.0%
Total Rewards & Accountability and Value Creation
Collegial, Flexible Workplace and Value Creation
Recruiting & Retention Excellence and Value Creation
Communications Integrity and Value Creation
Focused HR Service Technologies and Value Creation
Prudent Use of Resources
Recognition Ignites Engagement
Engagement’s Impact on Growth
with
engagement
without
engagement
A 15% improvement in engagement equates
to a 2% improvement in operating margin
The Challenge with New Hires
4% 65%
100
7 0
60
19
2
57
23
4
0
10
20
30
40
50
60
70
80
90
100
Improved
Retention
Time to
Productivity
Completion
Rates: Tasks
Best-in-class
Impact of On-boarding Programs
Average
Laggard
+60% Revenue per FTE
+63% Customer Satisfaction
Most Successful On-Boarding Activities
Health care costs per employee have risen over 40% in the last 5 years
If food prices rose at the same levels…
Dozen eggs = $80
1 lb. Butter = $102
Wellness Programs
50-87% of health care costs are believed to be lifestyle-related
Each $1 invested saved $3.48 - $5.82 in health care costs
Reduced absenteeism 28%; worker’s comp 30%; and health care costs 26%
Wellness Programs
Workplace injury costs ($164.7 B)
exceeded the combined profits
of the ‘Fortune 11’ in 2009
2010 costs = $225.8 B
or $1,685/employee
37% increase in 1 year
OSHA targeting Texas;
construction and
chemical industries
Safety Programs
Perception Gap?
Percent of management and employee groups who say their company is above average at
appreciating good work:
Senior management Middle management Staff
Actionable Ideas & How-To’s
Managers Play a Key Role
Only 1 in 5 employees know
their job expectations
25% are extremely unclear
1 of 3 employees feel miscast
10% get progress feedback
Half get no feedback at all
Half do not feel cared for
Complimented = 1% disengagement
Criticized = 22% disengagement
Ignored = 40% disengagement
Training Managers Improves
Quality & Productivity
Engagement
Opportunity
& Well-Being
Trust
Pride in
Organization
Consistent Impact Globally
Engagement
Opportunity
& Well-Being
Trust
Pride in
Organization
Appreciation
Alignment
Communication
Opportunity
and
Well-Being
weak
strong
engagement
strong
weak
Opportunity
and
Well-Being
weak
strong
engagement
adding
appreciation
weak
strong
Trust
weak
strong
engagement
weak
strong
Trust
weak
strong
engagement
adding
appreciation
weak
strong
Company
Pride
weak
strong
weak
strong
engagement
weak
strong
Company
Pride
weak
strong
engagement
weak
strong
adding
appreciation
My opinions seem to count.
I have a best friend at work.
In the last 7 days, I have received recognition or praise for doing good work.
I know what is expected of me.
My supervisor seems to care about me as a person.
There is someone at work who encourages my development.
My company’s purpose makes me feel my job is important
This last year, someone has talked to me about my progress.
This last year, I have had opportunities to learn and grow.
Proven, Quick, Easy, Low Cost & Free Ways
to Engage Staff
More frequent, less formal, general criteria
Less frequent, more formal,
specific criteria
Thank you notes, e-cards, verbal, on-the-spot
Above and beyond, living the values
Sales, wellness, attendance
Safety, ideas, performance management
Milestone awards, President’s award, onboarding, events
Initiated by a person taking some action to recognize (fosters relationship building)
Initiated by passage of specific timeline or achievement of a specific metric
(reinforces performance oriented culture)
Incentives
Technology Training Communication Measurement
Enabling Strategies
Assessment / Solution Design / Management
Alignment & Reinforcement “Recognizing what matters most”
Impact & Reach “Recognizing people the right way”
The Recognition Spectrum™
Michelle M. Smith, CPIM, CRP
Michelle is the Past President of the Board of Trustees of the Forum for People Performance at Northwestern University and active in the Global Incentive Council, the Business Marketing Association, the Society of Incentive & Travel Executives, and serves on the Board of Directors for Recognition Professionals International. Michelle is also President Emeritus of the Incentive Marketing Association, on the Board of Directors of the Incentive Federation, the Conference Advisory Board for the Motivation Show, and the Board of Directors of the Recognition Council. She is also a member of the Editorial Board for Return on Performance Magazine, the Performance Improvement Council, WorldAtWork, the Corporate Executive Board and McKinsey Quarterly’s Executive Panel.
Named as one of the Ten Best and Brightest Women
in the Incentive Industry and a President’s Award
winner, Michelle has worked in every facet of
recognition and incentives, both domestically and
internationally. A highly rated international speaker,
writer, and consultant on performance improvement;
Michelle is a respected authority on human capital
management, internal branding, and engagement.
She’s published and presented more than 475 articles
and lectures and has advised many of the world’s
most successful organizations and the governments
of the United Kingdom and the United States on how
to optimize their performance improvement initiatives
to gain maximum return on investment.