instituting data-driven employee engagement · 2015. 3. 10. · employees one-on-one. 2. talent: we...

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“Instituting Data-Driven Employee Engagement”

A Complimentary Webinar From healthsystemCIO.com

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Housekeeping

• Moderator – Anthony Guerra, editor-in-chief, healthsystemCIO.com• Ask A Question

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http://healthsystemcio.com/presentation/employee-engagement-webinar.pdf


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Agenda — Approximately 40 Minutes

• 30 minutes: Chad Eckes, VP/CIO, Wake Forest Baptist Medical Center

• 10 minutes: Q&A w/Chad Eckes


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“Instituting Data-Driven Employee Engagement”


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THE MACRO PROBLEMLow employee engagement costs the U.S. economy

$370 billion annually!


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Gallup’s Employee Engagement Study

Gallup research conducted their 8th annual study in 2012 — which examined 49,928 business or work units and included about 1.4 million employees in 192 organizations, across 49 industries, and in 34 countries.

The study clearly demonstrates that employee engagement strongly relates to key organizational outcomes in any economic climate. And even during difficult economic times, employee engagement is an important competitive differentiator for organizations.


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Value Proposition – The Cost Is High To The Team Gallup has identified that high employee engagement impacts a company’s performance outcomes in eight key ways:

1. 37% lower absenteeism

2. 25% lower turnover (in high turnover organizations)

3. 65% lower turnover (in low turnover organizations)

4. 28% less shrinkage

5. 48% fewer safety incidents

6. 41% fewer quality incidents (defects)

7. 10% higher customer metrics

8. 21% higher productivity


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Economic Talent Value1. Direct Cost to Employers – $2,246 per disengaged employee

• Recruiting due to increased turnover

• Training costs

• Missed deadlines

• Undermining the good work of engaged employees

• More sick days

• Tardiness to work

2. Decreased Productivity - $3,400 to $10,000 in salary

3. Decreased Profitability and Sales – Estimated amounts are industry specific


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Our Wake Forest Baptist Health ITS GoalOur mission is to create engaged and happy workplace by leveraging regular measurements, frequent & real-time communication, social dynamics, a leading edge

technology environment, and a continual learning environment to engage participants.


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Three Types of Employees• ENGAGED employees work with passion and feel a profound connection to their

company. They drive innovation and move the organization forward.• Goal: Celebrate the achievements and behaviors of these individuals.

• NOT-ENGAGED employees are essentially “checked out”. They’re sleepwalking through their workday, putting time – but not energy or passion – into their work.• Goal: Psychologically rehire these individuals reigniting the passion they originally had.

• ACTIVELY DISENGAGED employees aren’t just unhappy at work; they’re busy acting out their unhappiness. Every day, these works undermine what their engaged coworkers accomplish.• Goal: If possible, we find the individual a different role that they do have passion for or we assist

the individual in identifying that an alignment issue exists between their passion and the direction of the company or team.


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MeasurementIf you can’t manage what you don’t measure!


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Employee Engagement Survey

1. Pride

2. Culture

3. Communication

4. Celebration

5. Selection

6. Development

7. Quality

8. Trust

9. Diversity

10.Management

11.Relationships

12.Satisfaction

13.Performance

14.Net Promoter Score


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Net Promoter Score (NPS) Measurement

• The NPS score is our ultimate measure of success for employee engagement.

• The NPS methodology classifies respondents in three categories: promoters, neutral, or detractors.

• The methodology asks respondents 1 question “On a scale of 1 (highly unlikely) to 10 (highly likely), would you recommend company X as a place to work for family or friends?”

• Quantification approach:• Throw out responses rated at 7 or 8. These individuals are neutral and will not go out of their

way to endorse the organization.

• Subtract the % of detractors (those who scored 1 to 6) from the % of promoters (those who scored 9 or 10). The results is the Net Promoter Score.


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ManagementOur servant leaders are focused on building engaged team’s every day by focusing on what is important to

each individual.


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Our 10 Part Plan for Employee Engagement1. Individual: Every leader creates an individualized action plan to

address suggestions from the survey. These are created by engaging employees one-on-one.

2. Talent: We ensure the right people are on the bus and they’re in the right seat.

3. Purpose: We regularly reinforce Vision, Mission, and Values. Purpose drives passion which drives engagement.

4. Positivity: We promote a positive environment by regularly celebrating success.

5. Communication: Open the lines of communication to employees including multiple channels of regular communication.


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Our 10 Part Plan for Employee Engagement

6. Development: We focus on a learning environment where every employee is constantly learning and growing.

7. Assignments: We inspire our team with work assignments that are challenging and promote a sense of accomplishment.

8. Innovation: We have created a culture of innovation that not only encourages innovation but creates an expectation for it.

9. Accountability: All employees are held accountable to fulfill their responsibilities and empowered to make the needed decisions.

10. Friendships: We encourage people to develop close, personal relationships with their colleagues.


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Examples and IdeasPassing on ideas for engaging teams...


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Daily WakeUp

• Every day, every Information Technology & Services employee gathers at 8:30am on each of the 4 floors of the ITS Building for 10-15 minutes.

• Our celebration includes:• A reading of the Vision, Mission, Values, or Patient Promise.

• Announcement of anniversaries and birthdays.

• High fives for the team members.

• Leadership key notes and messages.

• Fun facts in history and about our Medical Center.


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Focus on You (a Talent Plus tool)

We utilize an exercise called Focus on You for major meetings. It’s a team exercise allowing folks to build deeper relationships. Questions include:

Name--name you would like to be called

What Do I Get Paid To Do--listen for specifics

Hot Buttons--spontaneous door openers

Two Successes (professional/personal)

What I Do Best--in any area

Goals For Next Year (professional/personal)

1. Participants learn something new about the people with whom they work.

2. The structure of the Focus On You activity formalizes the process.Participants are more likely to talk and ask

questions.Once they hear the sound of their own

voice, it is more comfortable to speak up.Formality of structure makes it easier to

talk than for participants to respond to a request to “get up and talk about themselves.”

3. When people have the above understandings, significant productivity increases.


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Kick Off - January 1, 2015

Gilligan Award – the CIO Award for excellence in overall performance and customer service. Presented once per year after reviewtime. CIO’s pick.

Skipper Award - Outstanding Leadership for a team or group. Chosen by ITX once per year after review time. Would like to implement in Fall of 2015 after reviews and budget for a small weekend getaway for 2 (Asheville, Raleigh) with small incidentalsand $100 cash award Professional photo and displayed in our lobby.

Professor Award – Best novel idea for performance, cost, performance improvement or improved customer satisfaction. Nominated by teams or customers. Presented on a quarterly basis with kickoff in January 2014 and chosen by ITX.Larger denomination gift card. Could be presented to a team (each would get card) or individual.

SS Minnow Shipwreck Award – Award for an innovation or idea that seemed like a good idea but it just never worked out or got thesupport that was needed. The award is to encourage creativity by our teams. Would be chosen quarterly by ITX and could be ateam or an individual.

Ginger Award – Our ITS Superstar as nominated and voted on by the entire ITS team. Nominations accepted from ITS team and then a vote will be done doing an overview of the nominations. Nominations would be based upon the person who best represents the values and mission of our enterprise. Once per year.

Mary Ann Award – Our Rookie of the year. Look at new hires over the past 12 months and put up to vote by ITS entire team. Onceper year. Large denomination gift card.

The Howell’s – Our Team of the quarter and then team of the year. Chosen by ITX. Taken from the quarterly winners. Large denomination gift card for each team member. Publicity on the Internet, professional photo.

Yearly awards presented in October.

Employee Awards Program


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Suggestion Box Q & A


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Q&A

Click on the Q&A panel located in the lower right corner of your screen, type in your questions in the text field and hit send. Please keep the

send to default as “All Panelists.”


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Thank You!

• Thanks to our featured speaker: Chad Eckes

• You will receive an email when our archive recording is ready. (Separate registration is required)

• CHIME CHCIO Credits – Attending our Webinars = 1 CEU

• Questions/Comments – Anthony Guerra [email protected]

Go to www.healthsystemCIO.com/webinars to view our upcoming schedule and see the last 12 months of archived events.

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instituting data-driven employee engagement · 2015. 3. 10. · employees one-on-one. 2. talent: we...

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