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					                  Employee Engagement
                                          for
                           Outstanding Business Performance




USP Business Development
                                    Contents
•   Why Engagement Matters – Financial Impacts
     – Headlines
     – Rank Your Organisation
•   Gallup Findings
     – World Class Organisations – v - Average Organisations
     – What this means to business
•   Disengagement – Indicators
•   11+ Leading Causes of Disengagement
•   Measuring Engagement – Employees
•   Measuring Engagement – Organisations
•   Process of Engagement to Improve Performance
•   Leading a Culture of Excellence
•   Terms & References




USP Business Development
                           Engagement & Financial Sense



  Between 2004-                               Profitability

  08 companies
  who were voted
  Best                         EPS                                     Productivity

  Companies to                                Business
  Work For                                     Value

  increased their
  turnover by
  94% and profits
                                     Growth                   Performance
  by 315%
  Engaging for Success –
  MacLeod Review 2010




USP Business Development
                                          Headlines

  Disengaged
                                Sickness absence costs UK business £13.4bn
  workers cost
                                per annum Confederation of British Industry (CBI – 2006)
  UK Business
  £44bn in lost
  productivity –
  Institute for Employment   Engaged                        Businesses seeking to
  Studies (IES)
                             employees                      innovate will not succeed
                             generate 43%                   without engaged
                             more revenue                   employees
                             Hay Group



                                                              Engagement improves:
   Three quarters of engaged employees                        Profit margins/ Productivity/
   believe they can impact Costs, Quality                     Customer satisfaction/ Safety
   & Customer Service – only one                              records/ Attendance rates
   quarter of the disengaged believe they                     Gallup/ MacLeod Review/ UKCES (2010)

   can – Towers Perrin (2006)

USP Business Development
                             Rank Your Organisation

                    PEOPLE                     ORGANISATION

                      BUY-IN                      CULTURE
                    COMMITMENT                   LEADERSHIP
                      EFFORT                       VALUES

                                           P
             ENTHUSIASTIC / THRIVING   E               HIGH FLYING
                                           E
                                       N
                                           R
                                       G
             MOTIVATED / EXCITED           F          ASPIRATIONAL
                                       A
                                           O
                                       G
                                           R
             JUST GOOD ENOUGH          E                 MEDIOCRE
                                           M
                                       M
                                           A
                                       E
             LACKLUSTRE                    N             STAGNANT
                                       N
                                           C
                                       T
                                           E
             INERT                                            FAILING


USP Business Development
           Gallup Employee Engagement Survey 2010


                           World Class Organisations Average Organisations


                                                                             30 years
                                                           33%               experience of
                                                                             conducting
                                                                             employee
                                     67%                                     surveys and
                                                                             measuring
                                                                             against critical
      Engaged
                                                            49%              indicators of
                                                                             business
                                                                             performance

      Disengaged                     26%

      Actively                                              18%
      Disengaged
                                     7%

USP Business Development
              Engagement and Performance Impacts
                                                                                        HIGH PRODUCTIVITY
                                                                                        HIGH PROFITABILITY
                                                                                        HIGH EPS
                                                                                        LOW ABSENTEEISM



                       HIGH
                                                                                        CUSTOMER SATISFACTION
                                                                                        HIGH QUALITY
                                                                                        LOW WASTAGE

                              ENGAGEMENT                                                LOW SHRINKAGE


                                                                                        LOW PRODUCTIVITY
                                                                                        LOW PROFITABILITY
                       LOW



                                                                                        LOW EPS
                                                                                        HIGH ABSENTEEISM
                                                                                        CUSTOMER DISSATISFACTION
                                                                                        LOW QUALITY
                                                                                        HIGH WASTAGE
                                                 PERFORMANCE                            HIGH SHRINKAGE

                                           LOW                 HIGH


                     WORLD CLASS ORGANISATIONS ACHIEVE SIGNIFICANTLY HIGHER PERFORMANCE

                       AVERAGE ORGANISATIONS ACHIEVE LOWER FINANCIAL REWARDS AND FACE HIGHER COSTS
USP Business Development
      Indicators of Low Performance /Disengagement

              ORGANISATION
              ORGANISATION                                    PEOPLE
                                                             PEOPLE
 ••   High or increasing levels of
       High or increasing levels of         ••    High staff turnover recruitment
                                                 High staff turnover / /recruitment
      shrinkage/ wastage
       shrinkage/ wastage                         costs
                                                 costs
 ••   Low or decreasing productivity/
       Low or decreasing productivity/      ••    High levels of industrial tribunals
                                                 High levels of industrial tribunals
      profitability
       profitability                        ••    High or increasing levels of safety
                                                 High or increasing levels of safety
 ••   Quality defects or high levels of
       Quality defects or high levels of          incidents/ accidents
                                                 incidents/ accidents
      returned goods
       returned goods                       ••    Incidence of sabotage or
                                                 Incidence of sabotage or
 ••   Customer service/ satisfaction
       Customer service/ satisfaction             employee disruption
                                                 employee disruption
      issues
       issues                               ••    High levels of absenteeism/
                                                 High levels of absenteeism/
 ••   Late/ missed deliveries/ deadlines
       Late/ missed deliveries/ deadlines         sickness/ lateness
                                                 sickness/ lateness
 ••   Turnover stalling / /reducing
       Turnover stalling reducing           ••    Low/ no staff development/
                                                 Low/ no staff development/
 ••   Lack of investment/ lack of                 recognition schemes
                                                 recognition schemes
       Lack of investment/ lack of
      resources
       resources                            ••    Apathy/ disinterest/ indifference
                                                 Apathy/ disinterest/ indifference




USP Business Development
                   11 Leading Causes of Disengagement
            Cause                   Manifestation              Individual impact            Outcome


Job Expectations Unmet     Recruitment                       Out of depth               Quit or underperform

Job Expectations Unmet     Business Change                   Incapable/ bypassed     Make errors/ underperform

Inadequate Resources       People/ Equipment/ Information    Unsupported                    Underperform

Misuse of Talent           Underutilisation                  Bored / de-motivated              Do less

Misuse of Talent           Overutilisation                   Exhausted/ stressed     Make errors/cause accidents

Poor Development           No training/ No feedback          Undervalued                    Underperform

Lack of Opportunity        No advancement/ new skills        De-motivated/bypassed      Quit or underperform

Lack of Recognition        No appreciation                   Used / undervalued             Reduce effort

Poor Work/Life Balance     Mismatch of priorities            Stressed/ incapable      Make errors/ reduce effort

Poor Office Environment    Hostilities/ Politics/ Bullying   Harassed/ threatened    Underperform/ Make errors

Poor Line Management       Inadequate / mismatched style     Frustrated/ cynical        Quit or underperform




USP Business Development
                              Disjointed or Inconsistent Leadership
          Process of Engagement – Business Resolution
                                 Making Changes                      Benchmarking

                                              Provide          Monitor &            Benchmark
                       Identify all         leadership           review                new
                        actions &            training &        leadership            practices
                         training               skills        performance
                        required           development


                                                               Monitor &
     Conduct           Determine                                                 Benchmark       Re-conduct
                                             Provide info        review
    employee        business priorities                                             new           employee
                                             & resources        business
      survey         and set overall                                            performance        survey
                                                              performance
                         targets




Analyse strengths                            Implement
                    Consult on next                                            Recognise &        Compare /
 & weaknesses                             changes – agree      Provide
                      steps and                                                   reward         contrast and
                                           tasking targets/   support &
                      resources                                                achievements      communicate
                                               owners/        guidance
                       required               deadlines
Identify causes &
    impacts                                                                                      Identify new
                     Communicate                              Consult on          Maintain         priorities/
                                              Agree                                                 targets
                      results and                             outcomes &        dialogue on
                                          measurements
                       outcomes                                adjust as        progress &
                                           of success
                                                                needed           next steps




 USP Business Development
              Measurable employee perceptions of engagement

                                     Trust in leadership & organisation   Individual job satisfaction


   Delegated responsibility and authority to do the job                                    Feel a sense of belonging


    Open & honest 2way communications                                                               Efforts and success are appreciated


  Individual contribution fits org targets                                                               Work-life balance is fair



   Understand organisation strategy                                                                          Have task discretion



   Leadership listens and responds                                                                           Ideas and initiatives count


  Have tools & resources to do the job                                                                   Feel respected, trusted & valued



        Receive timely business information                                                         Skills/ability recognised and utilised


       Relevant learning & development is available                                         Have regular appraisals with joint input


                                                                                     Take responsibility for personal outputs
                                  Genuine career opportunities


USP Business Development
          Measurable organisational indicators of engagement


                                   Performance Improvements       Culture of Excellence


                            Increased productivity
                                                                             High collaborative working / information sharing

   High quality outputs/products/services                                             ‘Can Do’ attitude and enthusiasm


  Low occurrence of safety incidents                                                       Good attendance / punctuality



                High staff retention                                                           Pace & urgency



     Increasing EPS and profitability                                                          High internal recruitment



              Low wastage/ shrinkage                                                       Skilled employee base


    Goods delivered on time/ right first time                                         Working is efficient & effective


                        High Customer satisfaction                            High staff morale

                                                                 Investors in People Award / Best Employer Ratings
                     Business is growing / turnover increasing


USP Business Development
                       Leading a Culture of Excellence

                                                     Recognise
                                                    achievement
                                       Develop                    Celebrate
                                        talent                     success


World Class                  Inspire                                           Expect
Leadership                    effort                                          the Best

Achieves
World Class                                          Visionary
                           Promote                    leaders                   Provide
Results                    learning                                            challenge



                                  Build
                                                                          Seek
                              Collaboration
                                                                        initiative

                                               Innovate        Set
                                              continually   Fast Pace




USP Business Development
                                  Why USP?

     • We are Specialists in creating High Performance Teams and Individuals
     • We inspire, motivate and challenge to deliver Business Goals
     • We transform behaviour and attitude to achieve Active Engagement
     • We track implementation and benchmark Best Practice
     • We measure improvements – so you can monitor ROI
     • We achieve 100% Positive Feedback from our delegates
     • We build confidence, focus, creativity, innovation, communication,
     collaboration, leadership, motivation, enthusiasm – and make it stick!
     • We create ideas that help you develop your business
     • Our clients include Met Police/ Ministry of Defence/ BT PLC/ RBS/ Atkins/
     Orange/ Chartered Institute of Insurers/ Trowers & Hamlins



USP Business Development
                                              Definitions


Employee Engagement: The discretionary effort that individuals apply to fully utilising their skills
High Performance Working: Describes outstanding performance, by individuals or teams, who
                                        greatly exceed general standards

Excellence Culture: Describes an environment that operates at the highest level, driven by a
                             visionary leader who is able to inspire and transform the entire organisation.

Disengagement: Describes employees who are indifferent or emotionally disconnected from their
                           organisations and employers. They achieve minimum standards, have higher
                           levels of absenteeism, lower quality outputs and their performance is poor.

Active Disengagement:             Describes employees who deliberately underperform, waste time and
                                  resources and produce low quality outputs. They can be disruptive and
                                  hostile and affect the working of those around them.




USP Business Development
          For further information contact:
          Sue McCauley
          Director


          USP Business Development Limited
          Tel: 0870 428 2614
          Email: sue.mccauley@usp-bd.com
          Website: www.usp-bd.com




USP Business Development

				
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