Case Studies

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Case Studies

• eePulse, Inc.

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How Do You Get Information?
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Information About The World Around You?
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Information About Your Business?
Weekly Defect Reports
Monthly Financial Data
Daily Production Output Reporting
Daily Sales Figures
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What Is People Data?
Two aspects of people data
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Get Questions Answered Today
If I knew _____________ , thenI could improve
___________.
Cases next
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Case 1
Large, fast-growth bank president
If I knew why customer calls were not being
answered in a timely way, then I could improve on
response time and increase revenues by closing
more loans.
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Asked Managers About This
Their answers were
Employees are lazy. They wont answer calls.
We dont have enough training.
The calls are not being routed to the right
people.
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80 Of Employees Say, The Phones Dont Work.

• Next step validate
• - Asked drill-down questions
• - Tell us the frequency in which the phones dont
  work.
• - When phones dont work, to what degree does it
  affect your work?
• Insight president had to fix problem immediately
• - Done
• Calls answered
• - Customer work processed faster, performance
  dramatically improved in a matter of months

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Big Picture Savings Supplemented With Smaller
Savings

• Rolled out process to hundreds of managers
• Small wins added up immediately
• Productivity up 3 in my group
• Morale improvement is priceless
• Customer services scores are our highest ever

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Case 2
Senior Manufacturing Vice President
If I knew why my North Dakota plant was not
performing well, then I could help the plant
manager with a turnaround strategy.
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Plant manager and team response
We dont have enough employees to do the job.
We dont have enough spare parts.
We dont have enough budget to initiate programs.
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eePulse data

• People are not talking to each other
• Information slips by
• No planning
• ACTION
• The VP coaches plant manager
• Manager of critical units held accountable for
  change strategy that they all helped develop
• Turnaround in three months

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Case 3
Auto Company
If I knew what opportunities existed to improve
performance, then I could act on them.
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The business history

• eBusiness unit and plant employees at Midwest
  site
• Current focus
• Quality group, manufacturing, and other
  corporate groups
• Buildling enterprise-wide applications for all
  manufacturing and possibly rest of company

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The BIG IdeaEnterprise Excellence

• The next evolution of quality
• Historical perspective
• Total Quality Management
• Six Sigma
• The Future Enterprise Excellence

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Beyond Six Sigma
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Excellence Requires

• Managers who take action today
• You get results today
• Management and action count
• Engaged employees
• Need engaged managers
• Feedback important - Personalized reports
• Managers take away blockers
• Employees want voice
• The eePulse process is an intervention
• Employees tell us its a reward

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Implemented concepts and achieved results

• Improved communications
• Improved safety, health
• Improved engagement in local environment
• Improved management skills
• Ability to transition team during major change
  efforts
• Data for major diversity initiative

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One Last Case Study
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Multiple eePulse Clients
If I could measure the degree to which employees
are energized by their jobs over time, and
understand what is energizing or de-energizing
them, then I could make better decisions about
every-day resource allocation, priorities, time
spent coaching managers, and more.
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Basic Pulse Question
Energy NOT satisfaction
Engaged when energized
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Results
Hospital saved at least 250,000 in six months
Call center reduced turnover by 26 in less than
six months
New leader strategic plan unfolded immediately
Productivity increased, absenteeism reduced, and
safety improved in a manufacturing plant
Executive saves millions of dollars within
three months of using the product
Merger success within multiple industries