B&F Employee Satisfaction Survey Results

Transcription

1 g g g g g g g g g g g g g g g g g g g g g g g g g g g g g g g g g g g B&F Employee Satisfaction Survey Results Meeting in a Folder Facilitator Discussion and Resource Guide Spring 2005 B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 1

2 Introduction The Employee Satisfaction Survey is part of the B&F Strategic Framework, and will be one of several measures used to indicate overall organizational performance. We also will be collecting customer satisfaction data. Other future measures could include financial measures and process or transaction measures. There are three phases to the survey process, and this document describes in detail Phase I where we hold discussions with B&F staff to inform them of the survey results and garner their input on ways to improve. The Meeting in a Folder materials are designed to help you, as the facilitator/supervisors/manager, to lead discussions with your staff about the 2005 B&F Employee Satisfaction Survey results. After Phase I, the B&F Leadership will review outputs of the staff sessions and decide on priorities for action. Phase II will flesh out and identify initiatives, programs and activities designed to make improvements across B&F. Phase III will track the implementation of these activities. The timeline for these phases is: o Phase I: Understand/Communicate - now until June 30 o Phase II: Brainstorm/Plan - June-September 15 o Phase III: Execute and Review - September October 2006 o The Employee Satisfaction Survey will be repeated in October 2006 Using this material should facilitate consistent core messages across B&F units and minimize additional preparation time required to conduct meetings, while allowing for tailoring as needed to suit various group formats. If you would like assistance in preparing for or conducting your sessions, please send an to bfsc@umich.edu and a member of the survey team will contact you. g g g g g B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 2

3 What is meeting in a folder? Meeting in a folder is term used to describe a pre-assembled package providing everything a facilitator needs to prepare for and conduct a particular meeting. This guide contains everything needed to conduct a staff debriefing session for Phase I of the 2005 B&F Employee Satisfaction Survey rollout. It includes an overview of the whole process (Phases I, II, & III) and the Phase I preparation materials, a meeting agenda, a facilitator s guide, handouts and follow-up materials. g g g g g Purpose and audience for the Phase I session These sessions are targeted for all B&F employees. They will review and familiarize the unit with the employee satisfactions scores and top priority dimensions for both their own unit, their AVP area and for B&F as a whole. The sessions are designed to be tailored to the specific needs of different groups within B&F. Goals for Phase I Understand/Communicate The leader/facilitator responsible for conducting the Phase I debriefing session(s) am expected to: o Hold a debriefing meeting involving each of their staff members o Share the relevant data o Engage staff in a discussion about possible areas of focus for improvement o Complete these meetings by June 30, 2005 o Submit the summary information from Key Questions to Consider worksheet via Zoomerang soon after completing your session B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 3

4 Preparation Choices Before your begin preparation, you must decide on each of these options: Depth of content Decide whether a full detailed description of the survey data or a shorter, more basic version is best for your unit. The PowerPoint presentation you receive will display the shorter version, but will have additional detail in slides behind the Appendix slide at the back. You must bring forward any additional slides that you want to be incorporated into your presentation Meeting length Schedule approximately 60 minutes for a short session, 90 or more for detailed session. Add time for a large audience to accommodate the volume of questions and answers a large group makes Group size All members of the unit are expected to participate, but depending on the size of your group, you ll need to decide whether to have one big meeting or to divide the group for a series of smaller sessions. Resource support Depending on your comfort with the data, you may choose to have a member of the B&F Survey Committee (bfsc@umich.edu) available to help with explanations of the data, either to present the data for you or to be present as back up for questions. Additional survey resource information is also available. g g g g g B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 4

5 The tone you want to set for this meeting Remember that it is normal for negative data to surface in a survey just by the fact that we are asking questions. Try not to overreact to it or become defensive or uncomfortable. People are able to read your reaction by your choice of words, tone of voice and your body language and will respond in kind. However, your ability to remain open and accepting of the information will only reflect well on you. Remember to set the following tone: o Maintain open and transparent sharing of the data o Promote a relaxed atmosphere o Encourage all to participate o Ensure that a few people don t dominate the conversation o Acknowledge and validate the data, resist the temptation to explain it away o Know that it s normal to have a distribution that includes a few extremes both very negative and very positive comments. Try not to get stuck there, it s more important to discuss the general sense of the majority. o Emphasize that the survey process is intended to make our unit even better; all news is good news because it helps direct our attention where attention is needed. The table on the next page contains some sample language you may find helpful in your talks both phrases to avoid and their more positive substitutes. B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 5

6 Phrases that may help or hinder your efforts to set a positive tone AVOID INSTEAD 1. Defensiveness about the survey results 1. Acknowledge and be accepting of the data I don t know why this score is so low. I think Even though I might wish some scores were higher, I we ve done a lot for you people in this area. know we have to take an honest look in order to improve. It s useful to know how many of us really feel about this aspect of our work. 2. Explaining away the data 2. Seek further clarification I think we were really busy when the survey Help me to understand these scores. came out so that s why we got that score. I don t think it means anything about how people really How should we interpret this? feel. 3. Negative, blaming focus 3. Go for a positive tone What s wrong with the way we do things? If this problem didn t exist, what would our operation look like? I think I know who said this. Let s talk about how we can be better in this area. 4. Tense body language 4. Relaxed body language Terseness-- avoiding any topic you find Make eye contact. Use humor. uncomfortable or embarrassing. Give verbal acknowledgement that there are always Showing body language similar to a person with a things we could do better. toothache Remember, it s just news. B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 6

7 Facilitator s notes for the Employee Debriefing Sessions 2005 All-Staff Survey: Survey Results Summary Presentation tion B&F Survey Committee, 2005 Questions? bfsc@umich.edu 1 Before you start, make sure you have these items copied as handouts for your participants Your 4-page unit data report (hard copy available from your supervisor or manager) Questions by percentile and Executive Summary (can be copied from your supervisor/ manager s Managers Binder) The 2005 All-Staff Survey PowerPoint slides - Available electronically via your AVP. These are automatically set up for the quick version. If you want to expand the presentation, you need to select the additional slides you want from those following the Appendix slide or get the slides showing the scores for your AVP area and add them to your presentation. Summary of Themes from the open-ended questions your supervisor/manager has created a summary of major themes from the group s written responses to the open-ended responses for your unit. Discussion Worksheet and Key Questions for Planning at the back of your Meeting in a Folder Facilitator s Resource Guide packet. Other: A meeting room of adequate size and set up for your needs A laptop and LCD projector for the PowerPoint slides Adequate handouts for your participants Contact a member of the B&F Survey committee if you want assistance or back up presenting the data elements. B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 7

8 Agenda Survey purpose & timeline Overview of today s session Presentation of data: B&F, AVP Results Our departmental Results Summary of open ended comments Priority Matrix Discussion What happens next 2 Opening (4 minutes)* Welcome members to this debriefing session for the 2005 B&F Employee Satisfaction Survey Describe your role To show them the results To answer questions To host a discussion To hear their recommendations Briefly review agenda *Times shown in parentheses indicate approximately how long you can spend on the indicated slides if you plan to do the Quick version of this presentation These times total only 60 minutes for the whole session if you use the low end estimates. Should you add more slides or plan to hold longer discussions, add time to your schedule accordingly. B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 8

9 Purpose of the Survey Obtain baseline information on employee satisfaction Give direction to action planning Capitalize on strengths Address areas that need improvement Consider single-year and multi-year strategies Identify targets for specific dimensions and timelines In order that Leadership understands how staff feel about working here. All Business & Finance units become even greater places to work. We continue to become a high-performance organization. 3 Purpose (1 minute) Review this slide that describes why B&F is doing an Employee Satisfaction survey B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 9

10 Overview We heard what you had to tell us The survey isn t good news-bad news, it s information about what we should be paying attention to in our organization Our analogy for reading the results is like the range of cold temperatures to warm temperatures. Lower numbers go from serious to chilly. Mid-range is neutral. Upper numbers are moderate to warm A Definition of Terms page is in your handout (e.g. Dimensions, Index, Impact, Range, Priority Matrix 4 Overview (3 minutes) Review the points on this slide and ask the group is they have any questions before you begin the presentation of the data B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 10

11 Definitions of Terms Index Score: Average respondent score for questions asked in the survey. Questions are asked on 1 10 scale, translated to Dimension Score: Average of indices for all questions that make up a Dimension. Scores range from ; note that scores are averages, not percentages. Reminder: The INDEX score is an AVERAGE of all responses to the question, translated to a scale of , with 100 being the most positive CFI Group 5 Terms (2 minutes) Define the terms on the slide. If more detail is needed, refer to notes below: Scores are put on a scale mainly for reporting ease; a scale is easily understood and using the scale means that score precision can often be maintained without reporting decimals (see next slide). Why not use a scale on the actual survey questions? Social science research shows that 7-10 categories are optimal. Most people cannot process gradations any finer than that; respondents are indifferent between reporting a 54 and a 55. CFI Group uses a 10 point scale again because it is easily understood, and also because in most customer satisfaction surveys customers tend not to use the lower end of the scale (if customers were that unhappy, they wouldn t be customers!), thereby making a 10 point scale effectively into a 7 point scale for most respondents. Because component scores are averages, not percentages, they are much more stable. A component score of 70 does not mean that 70% of customers say that they re satisfied (however defined); rather, it means that on average the customers rated between a 7 and 8 on the attributes that make up the component. Impacts are reported as the expected change from a 5 point increase for a few reasons: B&F Employee Afi Satisfaction i t hsurveycommittee, i bfsc@umich.edu bl t t 6 th t 11

12 B&F Overall Index Scores Job Satisfaction 77 Co-workers Task Significance Benefits Resources/Environment Supervisor Autonomy/Involvement Advancement Workload Recognition Training and Development Climate Business & Finance Core Values Communication Senior Management Compensation Show results of B&F wide overall index scores, roadmap Priority matrix Begin presentation of data (7-10 minutes for 3 slides) Use these slide to teach participants a general sense of the data, how to read it and what it means B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 12

13 Workplace Dimensions B&F Overall Road Map Employee Attitudes Behavioral Outcomes Climate Supervisor Communication Workload Business & Finance Core Values 0.0 Autonomy/ Involvement Task Significance Resources/ Environment Recognition Co-workers Job Satisfaction Unit/Dept. Commitment 77 U of M Commitment Unit/Dept. Recommend Unit/Dept. 63 Loyalty 83 Customer Focus 75 U of M Loyalty Training and Development Compensation Benefits An impact predicts the change resulting from a 5- point change in a workplace dimension score. For example if the Workload score increases 5 points (from 61 to 66), ESI is predicted to increase by.6. Senior Management CFI Group Advancement Score Impact Explain road map B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 13

14 B&F Overall Priority Matrix High 4. Maintain 2. Building on Strengths Co-workers Task Significance Resources/Environment Supervisor Benefits Scores 3. Areas of Concern Recognition Climate Advancement Training and Development Business & Finance Core Values Senior Management Compensation 1. Top Priority Autonomy/Involvement Workload Communication Low Impact on Satisfaction High 8 This report, generated by the CFI consulting firm, identifies categorizes our results according to: 1. Top Priorities for attention 2. Strengths the unit can build upon 3. Areas of Concern 4. Areas to Maintain When we look at our own results, think about if you agree with the Top Priority or if there are other circumstances we should consider. B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 14

15 Questions? What questions do you have about what you ve seen so far? 9 Questions (2 minutes) If you anticipate a larger volume of questions, add 10 minutes or so to the overall time of your session. Reference the FAQ page in your Resource Guide for help with answers. Feel free to use a Parking Lot for any questions you can t answer. Promise to get back to them with a response and make sure you follow through. B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 15

16 DEPARTMENT SPECIFIC RESULTS SEE HANDOUTS Workplace Dimensions and Scores Summary of Open-Ended Themes Priority Matrix Questions with Index Scores Discussion Worksheets 10 Presentation of unit data (15 minutes) Results for our unit Dimensions index with corresponding questions Themes of open-ended questions Our themes Priority Matrix If offering a longer, more detailed session, add 15 minutes to presentation and discussion time for : Workplace impacts Roadmap May choose to show B&F-wide themes or AVP-wide themes as a comparison Remember to set a tone that acknowledges and accepts the data as useful Avoid defensiveness or attempts to explain the data away B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 16

17 Explore & Discuss the Results 1. What stands out to you at first glance? Any surprises? 2. What strikes you as particularly positive or pleasing? 3. What strikes you as a concern? How does this compare with B&F as a whole? 11 Group discussion (15 minutes +) Depending on the size of your group, you may either have members break into groups of 6 or 8 for mini discussions or just have one call-out discussion of the whole room. To debrief the mini discussions, call out the questions and either ask for a general call out of responses or ask for one group to respond. Regardless of the method of discussion, make sure you or someone scribes the answers to the questions or have the minigroups assign a recorder to fill out and turn in the Discussion Worksheet in their handouts. Their responses to questions 1 through 3 will help fill out the Key Questions to Consider page to be submitted after the session. B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 17

18 Key Questions for Planning 1. Continue/Celebrate What are our highest scores? What accounts for these scores that we want to continue doing? 2. Continuous Improvement What Dimensions or questions are most in need of attention in order to improve our organization? 12 Whole group discussion (10 minutes) Conduct this as a whole group discussion. (Remind the group there is a corresponding worksheet for this in their handouts) Ask for responses to each question and scribe them on a flip chart Save the responses to incorporate into your action planning process B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 18

19 What Happens Next? Phase I: Understanding the Results (April-June). Phase II: Action Planning (June- September 15 th ) Phase III: Execute Plans and Review Targets (September, 2005-October, 2006). Revised What happens next? (2-minute summary) Phase I: Understanding the Results Unit/department results discussed Open-ended question responses summarized Other information provided on request Identification of possible areas of focus Phase II: Action Planning Focus on Key Priorities Determine what targets to set Agree on specific actions and timelines Phase III: Execute plans Management in each unit accountable for reporting progress to Business & Finance Senior Leadership. Mid-course corrections B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 19

20 Closing Thank you Your participation is KEY What you can do. Read the Executive Summary Read the Departmental results Continue discussing items with your co-workers and supervisor Participate in the efforts that will grow out of your suggestions today 12 Follow the instructions on the slide Closing (I minute) B&F Employee Satisfaction SurveyCommittee, 20

21 APPENDIX INFORMATION Includes missing slides for detailed presentation Includes other information groups may wish to know about 13 If you have time and your group is likely to have more detailed questions about the data, the 25 slides that follow support a more detailed presentation. Simply go to the Slide Sorter View in your PowerPoint presentation to click and drag the ones you want into what ever place you want more detail. Add time to y9ur agenda as B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 21

22 Definition of Terms: Dimension Score: Average of indices for all questions that make up a Dimension. Scores range from ; note that scores are averages, not percentages. Impact: Increase in Satisfaction Dimension index score expected from a 5-point increase in a Workplace Dimension Score. Derived from PLS regression output. Index Score: Average respondent score for questions asked in the survey. Questions are asked on 1 10 scale, translated to with 100 being the most positive. Overall Satisfaction: Composite score built from the Dimensions Priority Matrix: a report from the date that identifies 1. Top Priorities for attention 2. Strengths the unit can build upon 3. Areas of Concern 4. Areas to Maintain Range: Average scores do not tell the whole story, so you will also receive data about the RANGE of answers in your area, as Percent of responses moderately to strongly positive (80-100) Percent relatively neutral (40-70) Percent moderately to strongly negative (10-30) B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 22

23 What stands out from the overall results? Discussion Worksheet What strikes you as positive? What strikes you as a concern? How do you think we compare with Business and Finance division as a whole? B&F Employee Satisfaction SurveyCommittee, bfsc@umich.edu 23

24 Key Questions for Planning 1. Continue/Celebrate What are our highest scores? What accounts for these scores that we want to continue doing? 2. Continuous Improvement What Dimensions or questions are most in need of attention in order to improve our organization? B&F Employee Satisfaction SurveyCommittee, 24

25 B&F Employee Satisfaction SurveyCommittee, 25