Explore the Possibilities

Transcription

1 Explore the Possibilities 2013 HR Service Delivery Forum Your Employees Have Something to Say: Active Listening as a Sensing tool at Cisco 2013 Towers Watson. All rights reserved.

2 Agenda The need to gather input from your workforce What is Active Listening and how does it work? Case Study: Employee Sensing at Cisco 1

3 Companies need input from their workforce to inform a broad range of decisions and HR programs and processes 35% Management at my organization does a good job of involving employees in decisions that affect them 41% 35% My organization does a good job of seeking the opinions and suggestions of employees My organization does a good job of acting on the suggestions of employees Towers Watson 2012 Global Workforce Study U.S. 2

4 What is Active Listening? Active Listening is a process to monitor the pulse of a workforce Captures issues as they naturally occur, in context Aggregates views across a large, diverse population Can be employed on an ongoing basis Is minimally disruptive to the organization It involves an open-ended survey of employees to assess either: General concerns and issues What would you change to make this company more successful/a better place to work? Or, reactions to a particular event or issue What are the greatest opportunities in our upcoming merger? What can the company do to help you drive better sales? Results inform the design and execution of a broad range of organizational programs to be revised, initiated or discontinued 3

5 The value of Active Listening Active Listening meets the growing client need for ongoing, continuous measurement of employee views as a complement to a more in-depth annual employee engagement survey Using qualitative data more intelligently Building a more social organization Tapping into the Wisdom of Crowds Keep track of employee sentiment and measure progress through the change curve Reinforce communication on hot topics Quickly identify areas where progress is being made in order to communicate quick wins Identify potential hot spots where additional support might be required Better understand emerging priorities across the organization 4

6 Measurement is a critical lever in a comprehensive change management approach A powerful way to involve employees in key elements of a managed change initiative 5

7 How it works Active Listening is designed to analyze employee-written comments and identify key topic areas and their prevalence among employees Based on a software tool called VERA Built specifically to analyze employee-written comments, using a lexicon of thousands of words and expressions in 20 languages (and growing) Displays results in intuitive concept clouds that reflect key themes Demographic segmentation to discover hot topics Powerful multi-criteria search engine Ties results to any quantitative questions included in the survey 6

8 Sample analysis Analysis starts with a high level word cloud down to a detailed concept cloud for key trends and provides comments specific to that topic for chosen demographics 7

9 Case Study: Employee sensing at Cisco Cisco s goals: Improve the employee experience in order to: Maintain/improve employee engagement, and Maintain/improve Great Place to Work ranking Better understand and improve ROI from the Total Offer (EVP) Towers Watson s plan to support: Review various existing sources of employee and management feedback (e.g., surveys, comments, idea jams, external comment sources) (Re)analyze data from these sources using new processes and tools Suggest new ways to report data that: Better engage leaders and managers to enhance their decision-making and action-taking Enable focus on important segments of the employee population (e.g., millenials, engineers, women and minorities), rather than focusing exclusively on solutions that follow an 80/20 principle Evaluate and suggest ways to link various sources of data to important outcomes (e.g., employee engagement linked to actual turnover) 8

10 Getting from data to experience From IQ To EQ 9

11 Deeper understanding of experience Current Research: Employee Perceptions of Working at Cisco New Research: What Makes Our Employees Tick? What drives me? What do I value? I work because I feel successful when I m disengaged when My productivity would be higher if I m optimistic about the future when... I feel valued when I take pride in the Cisco brand and understand my role to drive it 10

12 Process steps to a GPTW Position & Engagement Plan 3-5 point engagement Plan GPTW Position Plan based on GPTW position Bold but realistic agenda GPTW position options Solution Sweet Spots Solutions by Persona Personas Profiles Segmented Groups of Interest Pulse/FOTP/LQ mtg/jams/glassdoor/vault Solution trends Solution opportunities Total Offer comparison Personas by country and other demographics Differentiation from country norm Experience statements Driver analysis: engagement & retention by country Data sources 11

13 What is the value of Persona Research? Empathy: It humanizes our data. We connect to experiences not just numbers Relevancy: Experiential data will increase relevancy of our employee engagement strategies and solutions Research ROI: It increases the ROI of the employee surveys we implement each year, including Pulse Actionable: Personas provide insight that sensitizes leaders to better ways to connect to their key audiences Results-driven: By learning from positive segments and addressing negative ones, leaders can create the conditions to enable overall Pulse score averages to rise 12

14 What is the State of Employee Engagement at Cisco Report? Specialized report for executive business and HR leaders to better understand our strengths, challenges and opportunities in driving employee engagement. The report includes: Sustainable Engagement Data (Global trends vs. Cisco) Cisco Pulse Engagement Driver analysis (Global, U.S., U.K., and BRIC countries) A new form of data analysis called Personas A persona is a story that describes the experience of a specific segment of the employee population derived from data and employee comments The personas were created for segments of the employee population that were disproportionately positive or negative compared to the average of Cisco's Pulse scores The report includes: Persona Executive Summary by Generation Detailed Personas Organized by Generation Detailed Personas Organized by Global and Countries (U.S., U.K., BRIC) FY13-15 Employee Engagement Plan (Draft for Input) 13

15 Questions 14

16 Today s Presenters Dan McCauley, Ph.D Americas Practice Leader, Organizational Surveys & Insights dan.mccauley@ Karen Hodskins Director HR, Employee Engagement khodskins@cisco.com Norman Ramion Senior Consultant norman.ramion@