This document discusses how to use employee feedback for business improvement through a 5 step process: 1) Clarifying the purpose of gathering feedback; 2) Gathering feedback using various methods; 3) Analyzing both quantitative and qualitative data while avoiding biases; 4) Correlating the feedback data with other organizational data to identify relationships; 5) Developing an action plan with goals, timelines, and accountability to enact changes based on the findings. The overall goal is to increase engagement and performance by collecting, analyzing, and acting on employee feedback.

1. How to Use Employee Feedback for Business Improvement
#HRfeedback

2. Robin Schooling, SPHR
Ryan Caligiuri
Managing Director | Strategist
Business Growth Strategist
Silver Zebras, LLC
Clear Picture
@RobinSchooling
@RyanCaligiuri

3. what engagement is…and isn’t…

4. “employee engagement is the
emotional commitment
the employee has to
the organization and its goals”
Kevin Kruse

5. Gallup - Q12
(2012)
work units top quartile
vs.
work units bottom quartile
formed
outper
10% on customer ratings
22% in profitability
21% in productivity

6. by collecting, analyzing and acting
upon information you can
drive change in your organization

7. Clarifying the Purpose
The
bac
Feed
cess
k Pro
Gathering Feedback
Analyzing the Data
Correlating the Data
Taking Action

8. step 1: clarifying the purpose

9. what is your purpose and
what is the meaning?

10. nine performance outcomes
lower/less
!
!
!
!
!
!
higher
absenteeism
turnover
shrinkage (theft)
safety incidents
patient safety incidents
quality incidents (defects)
customer ratings/metrics
! productivity
! profitability
!
Gallup…2012 meta-analyses

11. common business reasons
-
increase revenue
-
drive innovation
-
cost efficiency
-
a strategic corporate shift

12. common ‘HR’ reasons
-
increase engagement
-
improve productivity
-
reduce turnover
-
reduce costs

13. common problems
-
doesn’t have senior leadership sponsorship
-
seen as an HR ‘project’
-
conducted in order to sell employees an idea
-
viewed as an easy fix

14. “a strategic initiative with the sole objective of
providing guidance around the matter of how
and where to invest in people to maximise
business performance”
Hay Group..2012

15. employees will want to
know…
• is this anonymous?
• how much time will this take…
and can I complete during work
time?
• what sort of incentive is there?

16. employees want to know their
voice will be heard!
most important!

17. step 2: gathering feedback

18. consider multilingual
delivery?
gather feedback?
• online?
• paper-based?
• mobile?
focus on the diverse
needs of your
audience?
how will you…

19. how you ask the
questions…
…may determine the
answers
too gentle? too confusing?

20. tip!
ask both open ended
and
closed ended questions

21. how
yo u
do
e su
mak
ey s
e th
r
up?
how

22. mobile
social
incentives
think like a marketer
gamification
where are they?

23. step 3: analyzing the data

24. what are you hearing?

25. types of data
quantitative
qualitative
deals with numbers
deals with descriptions
can be measured
observed not measured

26. approach the data correctly
!
don’t mistake correlations for
causation
!
don’t make invalid comparisons
!
accurately establish margins of error

27. beware
of
biases
and
conclusions

28. step 4: correlating the data

29. what additional data do you need?
Photo credit: swisscan / Foter.com / CC BY-NC-SA

30. HR information
performance data
new hire surveys
productivity stats

31. service
logistics
sales
look across the enterprise

32. other social data
customer reviews
candidate feedback
external channels

33. think about…
-
who and what impacts your department?
-
how do improvements in another area impact
your success?

34. follow up
• meetings with employees
• small focus groups
• probe for clarity

35. step 5: taking action

36. the biggest complaint?
ve r c
ing e
noth
of it!
mes
o

37. build a timeline

38. to do…
-
set goals
-
plan for communication
-
monitor progress
-
hold people accountable

39. w
it’s
hen
ction
for a
time
who will
do what
by when?

40. consider
‘pul
rvey
e’su
s
a su
o me
t
pact
re im
ange
f ch
o

41. be…
… social
… collaborative
… transparent

42. gathered feedback
analyzed the data
develop solutions

43. raving results

44. conclusion
have
purpose
take
action
communicate
&
clarify
without data it’s only conjecture!

45. questions?
Robin Schooling, SPHR
Ryan Caligiuri
robin@silverzebras.com
rcaligiuri@clearpicture.com
contact us!