Measuring Engagement An Overview 10 Q

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Measuring EngagementAn Overview10 QAs
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Engagement- Its About People

• The average number of jobs held by American
  workers by the time they reach age 40. U.S.
  Department of Labor
• Common characteristics
• People rational and emotional
• Engagement company/division and job

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Question 1 What do you measure to determine
engagement?
Two Approaches

• A definition expressed as a
• set of predetermined
• questions
• Discretionary effort ex environment helps me
  do my best work
• Loyalty ex career or intend to stay
• Company reputation ex good company to work for
  or recommend it to a friend
• Me and my work ex motivated to provide great
  customer service

• Use statistical approaches to determine the key
  factors as defined by the data let the
  employees say whats shaping their engagement
• Executive leadership/ business goals or strategy
• Managers/supervisor
• Communications
• Treatment values and feelings

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Question 2 How do you know what scale to use?

• Definitions of engagement
• Benchmarks linked to scales
• Criteria of a good scale
• Difference you can act on
• Measures attitudes and intensity

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Question 3 How do you determine how youre
doing?

• Performance benchmarks
• Industry
• Sector
• By financial performance categories
• Mean scores or by segments (grouping employees
  into like-minded clusters)
• Year-to-year change in engagement

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Question 4How do you determine who to focus on?

• Analysis
• Company level
• Functional/ organizational groups
• Demographic criteria
• Managers, professionals, and hourly employees
• Two Approaches
• Mean scores and benchmarks
• Segments

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Question 4 How do you determine who to focus
on?

• Segments

Cheerleaders
Casual Fans
Fair Weather Fans
Engagement Score
Naysayers
Tuned Out
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Question 5 How do you decide what issues to
work on?

• Key Questions Strategy
• Enhance our strengths?
• Address our weaknesses?
• Both question of emphasis and employee group

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Question 5 How do you decide what issues to
work on?
Motivators
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Question 6 How do you deal with employees in
other countries?

• Need to be well informed about cultural, legal,
  and corporate governance issues
• Dont make assumptions about similarities or
  differences

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Question 7 What role should qualitative
research play?

• Great way to understand
• What questions to ask
• Action
• Insight
• How to ask the questions language issues
• Before a survey focus groups or individual
  interviews
• As part of a survey openended questions
• After the survey focus groups to develop
  tactics, get buy-in, etc.

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Question 7 What role should qualitative
research play?

• A way to test/validate benchmarks and verify the
  reliability and validity of the analysis of
  quantitative data
• Lets employees tell their story
• completeness and openness
• Involve managers, professionals, and hourly
  employees

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Question 8 How frequently do you suggest we do
a checkup?
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Question 9 How do I measure the success of the
engagement program?
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Question 10 How do I communicate the results?

• Place results within context

• Dont need to tell all, but do communicate the
  priority issues with special attention to the
  priority groups
• Commit to acting only on a prioritized set of
  issues
• Communicate as plans are being made to act on
  issues
• Follow up on issues link back to input, make it
  a conversation

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Question 10 How do I communicate the results?

• Executives
• Strategy and policy
• Managers
• Address their issues
• Should hear from and interact with their
  leadership
• With their hourly employees
• priorities and their implementation
• Focus on communicating about issues they can
  affect
• Empower managers as the privileged carriers of
  information first to know more

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Question 10 How do I communicate the results?

• Hourly
• Focus on line-of-sight business issues
• Things they can affect to influence these issues
• Deal with values issues trust, fairness, etc.
• Dont ignore hygiene issues the break room
  coffee pot

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Engagement Its About People

• We are not thinking machines
• We are feeling machines that think.
• Russell Granger
• The 7 Triggers to Yes

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Questions or Comments