hdaa people report 2012 workshop · ∗deal with financial & productivity data and stretch the...
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HDAA People Report 2012 Workshop
- Analysis & Reporting -
Jaqi Haworth, MBCS CITP
Senior Trainer & Consultant http://au.linkedin.com/in/jaqihaworth
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HDAA Vision
To be the primary source of collaboration and knowledge for the Service and Support
Profession.
For this workshop use….
#knowITSM @hdaa1
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Who has ever had ‘Analyst’
in their job title ?
Question?
“…a term for a professional whose primary function is a deep examination of a specific, limited area” – source: Wikipedia
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What does the word ‘Analyse’ mean?
Question?
“to unloose, release, set free” Analysis involves asking questions to create new information that leads to insight that leads to Action.
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Example #1
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Example #1
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Example #2
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Example #2
An organisation could drive a 0% abandoned call rate by picking the phone up then hanging-up on the customer.
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Example #2
- What are your priorities for change based on business objectives and impact? -
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∗ Part 1: Reporting - versus - Analysis ∗ Actionable Reporting
∗ Data-Information-Knowledge-Wisdom
∗ Designing A Reporting Framework ∗ ITIL® Seven Step Improvement Process ∗ Balanced Scorecard Approaches
∗ Part 2: Analysing the 2012 People Survey Report ∗ Key Findings & Analysis ∗ Tips for effective Management Reporting
Agenda
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“A formatted and organised presentation of data” - http://www.webopedia.com/TERM/R/report.html
“A textual work made with the specific intention of relaying information or recounting certain events in a widely presentable form” – http://en.wikipedia.org/wiki/Report
What is a Report?
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What is an ‘actionable’ Report?
∗ an interpretation ∗ analysed data ∗ an action plan ∗ used to make specific business decisions ∗ is specific, consistent and credible.
Workshop it!
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What is an ‘actionable’ Report NOT?
Question?
∗ A collection of non-analysed graphs ∗ Print-outs from your ITSM tool ∗ A dashboard that doesn’t trigger a response ∗ Not linked to KPIs & objectives
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“All too often organisations capture data but fail to process the data into information, synthesise the information into knowledge, and then combine that knowledge with others to bring wisdom” - Source: ITIL Continual Service Improvement (2011)
D – I – K – W
Reporting - vs - Analysis
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∗ Data - a collection of facts ∗ e.g. Q46 - The average base salary of a Level 1 Service
Desk Analyst is $52,725e.g. Q46 - The average base salary of a Level 1 Service Desk Analyst is $52,725
Information - the result of processing and organising data in a way that adds to the knowledge of the person receiving it.
e.g. The figure was reported to be $50,035 in 2009 so it appears to have increased by $2,690 over 3 years. That’s an average of $897 per year.
Reporting - vs - Analysis DIKW
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∗ Information - the result of processing and organising data in a way that adds to the knowledge of the person receiving it. ∗ e.g. The figure was reported to be $50,035 in 2009 ∗ It appears to have increased by $2,690 over 3 years ∗ That’s an average of $897 per year
Reporting - vs - Analysis DIKW
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∗ Knowledge - information combined with experience, context, interpretation and reflection.
Reporting - vs - Analysis DIKW
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∗ Today’s $ isn’t worth what it was in 2009. ∗ How does it compare with inflation? ∗ Is the increase an annual uplift or performance
related? ∗ Is it an ‘increase’ at all? ∗ How does this compare to recruitment agency
findings? ∗ Is a Level 1 Analyst doing the same role in 2012 as
they were in 2009? ∗ Studies show that when you incentivise too
much, performance actually suffers
Reporting - vs - Analysis DIKW
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What does it mean to critically analyse?
Analysing critically means looking at the
data and asking yourself, 'what do I think
about this?', taking it one step further and
asking 'what is making me think that?’
then making actionable
recommendations about ‘what do we
need to do about this?
Reporting - vs - Analysis DIKW
5. Analyse the Information & Data
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∗ Wisdom - the ability to make correct judgements and decisions. It consists of making the best use of available knowledge
Reporting - vs - Analysis DIKW
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“The dip in user satisfaction seems to coincide with the decision to lay-off service desk staff…”
Reporting - vs - Analysis DIKW
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To understand the issue or topic on which you have gathered the data, and to provide you with the evidence you need to communicate this understanding to others.
Purpose of Analysing Reports
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“The possession of facts is is knowledge; the use of them is wisdom; the choice of them is education. Knowledge is not power but riches - and like them, has its value in spending”
- Thomas Jefferson
DIKW Quote
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∗ A consensus view of what should be measured and how it will be communicated.
∗ Critical for Support Centre sustainability and performance management.
∗ Report content should be iterative and dynamic; refined after each reporting period.
A Reporting Framework
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3 basic types: Operational, Tactical & Strategic
Operational Reports: ∗ Used by people with responsibility for managing & improving
operations. ∗ Collect transactional data: ∗ ITSM Tool Reports and Dashboards ∗ Baselines ∗ Alerts
Types of Report
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3 basic types: Operational, Tactical & Strategic Tactical Reports: ∗ Monitor, project and recommend a response to trends. ∗ May need to combine data from multiple sources. ∗ Scorecard ∗ KPI results
Types of Report
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3 basic types: Operational, Tactical & Strategic Strategic Reports: ∗ Deal with financial & productivity data and stretch the analysis
over longer periods of time. ∗ Support Decision Making ∗ Business Report ∗ Business Case
Types of Report
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∗ Dashboard (Internal)
Types of Report
• Understand overall heath of a service
• Monitor incidents, problems & changes
• View average resolution time (by priority/service)
• Monitor % of incidents handled within SLA
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∗ Dashboard (Internal)
∗ How does this compare with industry benchmark data?
Types of Report
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∗ Dashboard (Internal)
∗ What is the appropriate Action?
Types of Report
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∗ ITSM Tool Report
∗ Automated data extraction
∗ Exportable ∗ Customisable
Types of Report
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∗ ITSM Tool Report
∗ Needs analysis to make it meaningful and actionable
Types of Report
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∗ A benchmark used as a foundation for measuring or comparing current and past values.
∗ To identify whether there were any benefits for the investments made ∗ Were objectives met? ∗ What factors explain the result? ∗ How can the service/process/performance be improved?
Baseline Reports
Analysis provides the answers
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Example Baseline (run chart) Report
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∗ Business Report - (Format) ∗ Title page ∗ Executive summary - (Audience) ∗ Table of contents ∗ Introduction ∗ Discussion ∗ Conclusion – (Analysis) ∗ Recommendations – (Action!) ∗ Appendices – (Evidence) ∗ References
Types of Report
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ITIL® Seven Step Improvement Process
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ITIL® Seven Step Improvement Process
Step 1 Identify the strategy for improvement - What is important to the business?
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ITIL® Seven Step Improvement Process
Step 2 Define what you will measure
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External Data
(e.g HDAA Reports)
Internal Data
Compare Data Analysis
Data Analysis
Scorecard
Actionable Report 2. Define What You Will Measure
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3 Types of metrics: ∗ Service (customer-facing) ∗ Process ∗ Technology
What will you measure?
2 Types of KPI: ∗ Quantitative ∗ Qualitative
An effective reporting framework must include 3 types of metrics, and two types of KPI:
2. Define What You Will Measure
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Balanced Business Scorecard
2. Define What You Will Measure
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Developing an IT Scorecard
2. Define What You Will Measure
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Developing an IT Scorecard
2. Define What You Will Measure
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Developing an IT Scorecard
2. Define What You Will Measure Workshop Outcome: Q4 2012
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Developing an IT Scorecard
2. Define What You Will Measure
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Balanced Scorecard Analysis
Trends are an indicator that more analysis is needed to understand what is causing it.
5. Analyse the Information & Data Workshop Outcome: Q4 2012
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Developing an IT Scorecard
2. Define What You Will Measure
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The metrics for Service Desk benchmarking fall into six categories:
∗ Cost (e.g. Cost per Contact)
∗ Productivity (e.g. Agent Utilisation)
∗ Service level (e.g. Average Speed of Answer)
∗ Quality (e.g. Customer Satisfaction)
∗ Workflow (e.g. Average Handle Time)
∗ Employee (e.g. Staff Satisfaction ; Attrition)
Service Desk Scorecard
2. Define What You Will Measure Source: Metricnet/HDI Workshop Outcome: Q4 2012
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ITIL® Seven Step Improvement Process
Step 3 Gather the data
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ITIL® Seven Step Improvement Process
Step 3 It is not unusual to spend 80% of the effort in this step!
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ITIL® Seven Step Improvement Process
Step 4 Process the data
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Standard periodic reports:
∗ Daily morning report for all key IT support staff and managers and executives; 1-page graphical report on KPIs and summary of previous day’s performance.
∗ Weekly departmental (balanced) scorecard showing actual and
target performance. ∗ Monthly IT scorecard, rolling up the various IT departmental
scorecards into an overall IT summary scorecard.
Report Format & Frequency
4. Process the Data
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ITIL® Seven Step Improvement Process
Step 5 Analyse the information & data
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“The ability to discover and quantify patterns in data of any kind.”
Level 6 - responsible for the organisation's commitment to efficient and effective analysis of textual/ numerical/ visual information. Level 5 - specifies and applies appropriate analytical techniques and reports results to clients and management. Level 4 - applies a variety of analytical and presentational techniques, in consultation with experts if appropriate, and with sensitivity to the limitations of the techniques.
SFIA: Information Analysis (INAN)
5. Analyse the Information & Data Source: http://www.sfia.org.uk
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Asking the ‘Right’ questions needs Business Knowledge
5. Analyse the Information & Data
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ITIL® Seven Step Improvement Process
Step 6 Present and use the information What goes wrong here?
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∗ Everyone gets the same report ∗ The format is not what people want ∗ Lack of an executive summary ∗ Not linked to a baseline or balanced scorecard ∗ Too much supporting data ∗ Presented in terms that are not understandable ∗ e.g. availability is reported in % when the business is interested in
knowing the number, duration and impact of outages.
Common Presentation Problems
6. Present & Use the Information
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∗ Everyone gets the same report ∗ The format is not what people want ∗ Lack of an executive summary ∗ Not linked to a baseline or balanced scorecard ∗ Too much supporting data ∗ Presented in terms that are not understandable ∗ e.g. availability is reported in % when the business is
interested in knowing the number, duration and impact of outages.
Common Presentation Problems
6. Present & Use the Information
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ITIL® Seven Step Improvement Process
Step 7 Implement Improvement
All improvements are a change – Not all changes
are an improvement!
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Report with the end in mind ∗ Know what you & the audience wants to achieve
∗ Link metrics and reports to business results ∗ Include actionable content that guides decision-making
Build a Reporting Framework
∗ Embrace the ITIL Seven Step CSI process & scorecard principles ∗ Include 3 types of metric, 2 types of KPI
∗ Consider the Format, Audience and Frequency
Base improvements on data, context, analysis and business objectives ∗ Analysis requires domain knowledge, questioning skills and
interpretation
Reporting/Analysis - Summary
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Analysis is just a means to an end…
Action
Reporting should promote
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∗ What did you find helpful?
∗ 2 improvements you would like to make to your reporting framework
Reporting/Analysis Part 1 - Summary
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1. General Industry Information (Q1 to 15) 2. Recruitment & Salary (Q16 to 25) 3. Training and Development (Q26 to 33) 4. Performance Management (Q34 to 60)
Part 2 - Key Survey Findings
http://www.hdaa.com.au/KBSearch.aspx?KbSid=10_311
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In teams, Identify the key WIIFM messages from the 2012 People Report from one of the following stakeholder perspectives:
∗ New IT graduate ∗ HR/Recruitment Manager ∗ Service Desk Analyst with 2 years experience ∗ Level 2/Desktop Support Technician ∗ Support Centre Team Leader/Manager ∗ Senior IT Manager ∗ Business/Customers
Workshop It!
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∗ Invitations sent via online newsletters, the Web Form on the HDAA website and email in April - June 2012.
∗ 334 responses from over 20 industries. ∗ NSW (29%) ∗ VIC (27%) ∗ QLD (18%) ∗ ACT (12%) ∗ WA (7%) ∗ TAS (4%) ∗ SA (3%) ∗ New Zealand (1%)
Survey Methodology
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1. Industry Type 2. Number of Customers Supported 3. Type of Support 4. Languages Supported 5. Type of Support Centre 6. Type of Services Provided 7. Support System for Incident Management 8. Utilisation of Follow the Sun principles 9. 24x7 Support 10. Support Centre Operational Hours 11. Number of Shifts Supported 12. Average Working Hours per shift 13. Support during Public Holidays 14. Average Number of Employees 15. Average Working Hours per week
Section 1. General Industry Information
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General Industry Information (Q1 to 15) ∗ The 2012 People Survey Report represents:
∗ Over 20 industries ∗ Customer bases from 1 to >100,000 ∗ Internal/External/Mixed
∗ Over 80% have maintained or increased staffing levels ∗ No #1 tool continues to be BMC/Remedy
∗ The use of Infra has halved since 2009
∗ The average Support Centre operates for 10-11 hours per day ∗ By 2014 est. only 5% of support centres will operate at weekends
Section 1. Key Survey Findings
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16. Staffing Level on the Service Desk 17. Accuracy Scale 18. After hours Support Payment Form 19. Salary Change 20. Average Salary Change 21. Monetary-related Benefits 22. Bonus Recipients 23. Bonus Criteria 24. Monetary-related Benefits Preferences 25. Enough Staff for Workload?
Section 2. Recruitment & Salary
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Recruitment & Salary (Q16 to 25) ∗ Only 7.3% feel their Job Description identifies how their role
contributes to objectives and less than 5% feel that Job Descriptions accurately describe the job role.
∗ The proportion of people who received a pay rise continued to fall - 63% (was 77% in 2007; 70% in 2009).
∗ The average base salary for a 1st line SCA is $52,725 (consistent with recruitment co. statistics).
∗ Support Centre staff earn less than the minimum ICT salary according to seek.com.au.
Section 2 Key Survey Findings
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Michael Page ∗ http://www.michaelpage.com.au/salarycentre
Q19 & Q46 - Salary Benchmarks 5 years experience to reach the top
salary – Financially/growth motivated Level 1’s can earn more by leaving in
year 3
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Seek.com.au ∗ Information & Communication Technology - Averages ∗ Min: $87,120 ∗ Mid range: $98,712 ∗ Max: $110,304
Q19 & Q46 - Salary Benchmarks
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∗ 1.1 x Service Desk Managers ∗ 3.1 x Team Leaders/Supervisors ∗ 1.4 x Call Screeners ∗ 11.8 x Level 1 Support ∗ 12.4 x Level 2 Support ∗ 7.1 x Desktop Support Technicians ∗ 10.9 x Level 3 Support
# of Employees in each Role (Q25) 54.3% people believe there are not
enough staff to meet the workload
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∗ 1.1 x Service Desk Managers ∗ 3.1 x Team Leaders/Supervisors ∗ 1.4 x Call Screeners ∗ 11.8 x Level 1 Support ∗ 12.4 x Level 2 Support ∗ 7.1 x Desktop Support Technicians ∗ 10.9 x Level 3 Support
# of Employees in each Role Averages almost unchanged
since 2006
Only 7.2% use a workforce tool to determine required staffing numbers
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Q19 – How Has your Salary Changed in last 12 months?
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26. Qualities of Support Centre Analyst 27. Skills of Support Centre Analyst 28. Training Areas 29. Industry Certifications Invested 30. Scale of Training Linked to Job Description 31. Training Methods 32. Conference Attendance 33. Valued Conferences for Professional Learning
Section 3. Training & Development
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Training & Development (Q26 to 33) ∗ 57.6% believe customer service skills are more important than
technical skills at the Support Centre ∗ ITIL Foundations has overtaken Microsoft as No #1 certification
investment ∗ only 8.5% Support Centres DON’T invest in ITIL Foundation training
∗ The most common methods of training new frontline staff are on-the-job and coaching
∗ Fewer people attend industry conferences than they used to ∗ 71.5% believe itSMF is of most value but only 32% attended
Section 3 Key Survey Findings
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34. Type of Performance Reviews 35. Performance Reviews directly Linked? 36. Scale of Performance Review Process 37. Quality Assurance Practices 38. Scale of Work Environment Satisfaction 39. Support Staff Satisfaction Measurement 40. Motivations for the Jobs 41. Reward/Recognition Programs 42. Positions Held 43. Attrition Rate 44. Average Tenure by Level 45. Recruitment Sources 46. Average Salaries
Section 4. Performance Management
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47. Position of Certification Requirement 48. Certification Premiums 49. Salary Increase Factors for Positions 50. Staffing Models used 51. Anticipation/Plan for the Next Year 52. Number of Training Days 53. Annual Training Budget per Support Employee 54. Professional Training Spend 55. Time taken for New Staff to Become Proficient 56. Training Program Evaluations 57. Methods of Testing Training Programs Validity 58. Effectiveness Rating of Performance Review Results 59. Rating of Support Staff Satisfaction 60. Rating of Survey Effectiveness
Section 4. Performance Management
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Performance Management (Q34 to 60) ∗ The most common QA method is satisfaction surveys. ∗ Over 1/3 indicate that Support Staff satisfaction is NOT measured. ∗ 26.2 % anticipate a hiring freeze in the next year. ∗ Only 7.2% of Support Centres use a workforce planning tool to
calculate staffing levels. ∗ 76.3% Value formal certifications but do not require it. ∗ Support Centre Managers have had a 3.4% salary increase over the
past 3 years; Level 2: 8.0% increase.
Section 4 Key Survey Findings
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In teams, Identify the key WIIFM messages from the 2012 People Report from one of the following stakeholder perspectives:
∗ New IT graduate ∗ HR / Recruitment Manager ∗ Service Desk Analyst with 2 years experience ∗ Level 2 / Desktop Support Technician ∗ Support Centre Team Leader / Manager ∗ Senior IT Manager ∗ Business / Customers
Workshop It!
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Why is People Satisfaction Important?
“The higher the level of employee satisfaction, the greater the commitment and contribution to the employer.” Ronan Miles, CEO Oracle UK
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Why is People Satisfaction Important?
Employees are bored with their jobs because they don't actually have anything meaningful to do. A successful employer provides workers with a job that is not only inherently meaningful but also has a wider purpose that is closely allied to the organisation's wider goals. - Source: David Bolchover, "The Living Dead”
* 1 in 5 employees has had sex in the workplace. * 1 in 3 has taken Class A drugs at work * 1 in 6 admit to 'constantly' surfing the web on matters totally unrelated to work
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∗ What did you find helpful?
∗ 1 thing you learned today
Reporting/Analysis Part 2 - Summary
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