how do you keep em… if you dont know what they want! 2008 pccyfs annual spring conference tom...
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How Do You Keep ‘em…How Do You Keep ‘em…If You Don’t Know What They Want!If You Don’t Know What They Want!
2008 PCCYFS Annual Spring Conference 2008 PCCYFS Annual Spring Conference Tom Dondore, SPHRTom Dondore, SPHR
HRS/TND Associates, Inc.HRS/TND Associates, [email protected]@hrstndassociates.com
RetentionRetention
Retention = the ability to keep and Retention = the ability to keep and maintain the employment of skilled and maintain the employment of skilled and valuable workers; often in periods of short valuable workers; often in periods of short labor supply and in highly competitive labor supply and in highly competitive employment marketsemployment markets
Keys to Successful RetentionKeys to Successful Retention
Keeping a workplace environment of Keeping a workplace environment of greater interest to workers than any othergreater interest to workers than any other
Discovering what makes the workplace Discovering what makes the workplace interesting to your workersinteresting to your workers
Maintaining interest of workers over Maintaining interest of workers over changing times and situationschanging times and situations
Delivering a “workplace of choice”Delivering a “workplace of choice”
About TurnoverAbout Turnover
Reversing the Reversing the turnover trend results turnover trend results in high retention and in high retention and stronger continuums stronger continuums of productivityof productivity
??? = How do you ??? = How do you know if you are know if you are delivering this stuff?delivering this stuff?
What is Satisfaction?What is Satisfaction?
??? - How do you ??? - How do you know if you are know if you are delivering this stuff?delivering this stuff?
……and how do you and how do you know if it is what know if it is what workers really want?workers really want?
TraditionalTraditional Tools for Determining Tools for Determining Worker NeedsWorker Needs
1 on 1 Interviews with Existing Workers1 on 1 Interviews with Existing Workers
Exit InterviewsExit Interviews
Group Forums with Existing WorkersGroup Forums with Existing Workers
Focus GroupsFocus Groups
Questionnaires to terminated workersQuestionnaires to terminated workers
ScuttlebuttScuttlebutt
1 on 1 Interviews with 1 on 1 Interviews with Existing WorkersExisting Workers
The ProsThe ProsInstant feedbackInstant feedback
Horse’s mouth Horse’s mouth advantageadvantage
TimelyTimely
The ConsThe ConsFear of face to faceFear of face to face
Concern about Concern about motivesmotives
Concern about Concern about repercussionsrepercussions
Saying what you want Saying what you want to hearto hear
Exit InterviewsExit Interviews
The ProsThe ProsPredetermined, Predetermined, directed questionsdirected questions
An ‘Old Standard” - An ‘Old Standard” - tried and truetried and true
The ConsThe ConsResponses are from Responses are from people who LEAVE!people who LEAVE!
No stake in helping to No stake in helping to improve thingsimprove things
Possible ax-grindingPossible ax-grinding
RetaliationRetaliation
No-lose situationNo-lose situation
Group Forums with Existing Group Forums with Existing WorkersWorkers
The ProsThe ProsTime efficientTime efficient
Multiple responsesMultiple responses
Confidence of a group Confidence of a group environmentenvironment
Opportunity for Opportunity for discussionsdiscussions
The ConsThe ConsGroup think Group think
Fear of speaking upFear of speaking up
The “Nobody’s The “Nobody’s Business” syndromeBusiness” syndrome
Ganging upGanging up
One person One person overpowers the forumoverpowers the forum
Focus GroupsFocus Groups
The ProsThe ProsEffective, directed Effective, directed systemsystem
Structured inquiryStructured inquiry
Easy to report and Easy to report and create action planscreate action plans
The ConsThe ConsSame as previous Same as previous group processgroup process
Little opportunity for Little opportunity for free thinkingfree thinking
Structure leads to Structure leads to telling what employer telling what employer wants to hearwants to hear
Questionnaires to terminated Questionnaires to terminated workersworkers
The ProsThe ProsThe “No skin off my The “No skin off my teeth” responseteeth” response
Carefully StructuredCarefully Structured
Simple administrationSimple administration
The ConsThe ConsWhat do they really What do they really care?care?
Response is likely to Response is likely to contain personal contain personal gripesgripes
Might get answers Might get answers from “Home”from “Home”
ScuttlebuttScuttlebutt
The ProsThe ProsDUH!!!!!!!!!!!!DUH!!!!!!!!!!!!
None!None!
The ConsThe ConsSee “The Pros”See “The Pros”
What Method Can Really What Method Can Really Work?Work?
The Employee Opinion SurveyThe Employee Opinion Survey
A carefully and custom structured A carefully and custom structured instrument, administered to existing instrument, administered to existing employees, soliciting graded answers employees, soliciting graded answers to questions crafted to define those to questions crafted to define those things that matter most to employeesthings that matter most to employees
The Employee Opinion SurveyThe Employee Opinion Survey22
Topic oriented - multiple questions Topic oriented - multiple questions grouped into meaningful topics grouped into meaningful topics
Demographic breakdownsDemographic breakdowns
Existing employeesExisting employees
Completely anonymousCompletely anonymous
Recurring administrations over timeRecurring administrations over time
Honesty stems from confidentialityHonesty stems from confidentiality
The Employee Opinion SurveyThe Employee Opinion Survey33
Provides for scaled responses so intensity Provides for scaled responses so intensity of opinion is measured of opinion is measured
First administration provides benchmark, First administration provides benchmark, subsequent ones show changes and subsequent ones show changes and maturitymaturity
ALL employees are counted!ALL employees are counted!
Very time and cost efficientVery time and cost efficient
Aids in strategy developmentAids in strategy development
Relevant TopicsRelevant Topics
Company BenefitsCompany Benefits
Job ContentJob Content
ManagementManagement
People orientationPeople orientation
Monetary issuesMonetary issues
Training and Career DevelopmentTraining and Career Development
Company Action BiasCompany Action Bias
BureaucracyBureaucracy
Relevant TopicsRelevant Topics22
ExcitementExcitement
InnovationInnovation
Job SecurityJob Security
MotivationMotivation
TechnologyTechnology
Work PressureWork Pressure
AutonomyAutonomy
Interpersonal HarmonyInterpersonal Harmony
Remember the Satisfiers?Remember the Satisfiers?
Using DemographicsUsing Demographics
AgeAge
Educational LevelEducational Level
Job ClassificationJob Classification
Location or work siteLocation or work site
Proximity to WorkProximity to Work
DepartmentDepartment
RaceRace
Salary or wageSalary or wage
Seniority or Length of Seniority or Length of ServiceService
SexSex
ShiftShift
Work Status (FT or Work Status (FT or PT)PT)
But, Surveys are Hard To Do!But, Surveys are Hard To Do!
Easy steps to constructionEasy steps to constructionWell worth the quality of the dataWell worth the quality of the dataVery timelyVery timelyEmployees LOVE themEmployees LOVE themA strategic toolA strategic toolGreat for soliciting feedbackGreat for soliciting feedbackNot expensiveNot expensive
Steps to Creating a SurveySteps to Creating a Survey
Needs AnalysisNeeds Analysis
Survey DesignSurvey Design
Development of QuestionnaireDevelopment of Questionnaire
Questionnaire ReviewQuestionnaire Review
Instrument Pre-test (optional)Instrument Pre-test (optional)
Assurance of confidentialityAssurance of confidentiality
Administration of QuestionnaireAdministration of Questionnaire
Steps to Creating a SurveySteps to Creating a Survey22
Analyze the dataAnalyze the data
Written interpretive reportsWritten interpretive reports
Presentation of ResultsPresentation of Results
Share Results with employeesShare Results with employees
Solicit employee feedbackSolicit employee feedback
Create Retention Action PlansCreate Retention Action Plans
Execute Retention Plans/StrategyExecute Retention Plans/Strategy
Surveys Ideal For RetentionSurveys Ideal For Retention
Quantitative AND QualitativeQuantitative AND Qualitative
DemographicsDemographics
High Honesty FactorHigh Honesty Factor
Benchmark and repetitionBenchmark and repetition
Multi-dimensional dataMulti-dimensional data
Full employee inputFull employee input
Promotes CommunicationPromotes Communication
CompartmentableCompartmentable
Your Questions???Your Questions???
How Do You Keep ‘em…How Do You Keep ‘em…
If You Don’t Know What They Want!If You Don’t Know What They Want!Tom Dondore, SPHRTom Dondore, SPHR
HRS/TND Associates, Inc.HRS/TND Associates, Inc. our interactive website at our interactive website at www.hrstndassociates.comwww.hrstndassociates.com
[email protected]@hrstndassociates.com