What HR Practitioners Ought to Know About Employee Engagement Programs

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Speaker: Lawrence Reyes Ambassador of Culture Rackspace Moderator: Max Mihelich Associate Editor Workforce

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Max Mihelich Associate Editor Workforce

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Lawrence “Sugar Bear” Reyes Ambassador of Culture Rackspace

Lawrence “SugarBear” Reyes Manager of Talent Onboarding/Ambassador of Culture

Employee Engagement

Created by: SugarBear

Modified Date: 10/30/14

Classification: Public

Lawrence “SugarBear” Reyes Manager of Talent Onboarding/Ambassador of Culture

• 14th Employee & 15 Years with Rackspace

• Founder of Rackspace University

• From San Antonio, Texas

• Graduate of University of Texas at Austin

Engagement: Our Focus Today

Flexibility For The Cause

Collaboration Beyond Your Team

Establishing Your Personal Tool Kit

Living Company Core Values That Inspire

Why Do We Exist?

To make computing simple and powerful for business.

#1 Managed Cloud Specialist

9 Worldwide Data Centers

5,000+ Rackers

Global Footprint Customers in 120+ Countries

Annualized Revenue Over $1B

14 www.rackspace.com

About Rackspace

60% 100 OF THE

We Serve FORTUNE®

200,000+ 90,000+ Servers 26,000+ VM ≅70 PB Stored

Customers

Portfolio of Hosted Solutions Dedicated - Cloud - Hybrid

About Rackspace

A Leader in the Magic Quadrant for Cloud Enabled Managed Hosting, North America And Europe

Named a Top Performer for Hosted Private Cloud by Forrester Research Inc. in “The Forrester Wave™: Q1 2013

Founder

OpenStack® Open source software for building private and public clouds

Best Recruiting Function of the Year

Best Onboarding

Flexibility For The Cause

RACKSPACE® HOSTING | WWW.RACKSPACE.COM

www.rackspace.com

Establishing Your Personal Tool Kit

RACKSPACE® HOSTING | WWW.RACKSPACE.COM 23

Onboarding Program Agenda

Welcome Home Rookie Orientation Business Unit Friday First Day program that begins a new hire’s journey.

Objectives:

• Compliance requirements • Exposure to Business/Culture • Essential Workplace Tools

Three Day program within a Racker’s first month:

Objectives:

• Articulate our vision and strategy and how it aligns to the business

• Define what Fanatical means for their role

• Begin building a solid network across the business

The last day of Rookie O Week. Objectives: • Identify functional areas in

the business unit and their leaders

• Articulate key cultural components unique to each Business Unit

Onboarding & Professional Development

Academy

Onboarding Process Welcome

NEW HIRE Day 1 Day 30 Day 60 Day 90

Pre-onboarding video (Intl. only)

Rack Ready Workbook

Rookie Orientation

Manager Detox

(Mgrs only)

Business Unit

Friday*

Sales Onboarding*

Support Onboarding*

*HR partners with the Business to consult on onboarding best practices, curriculum development, and measurement strategies

Owned by HR

Owned by the Business

Owned by jointly

Onboarding: Phase One

Onboarding: Welcome Home (P1)

AGENDA • Welcome & Introductions • Paperwork/Badge Photos • Employee Handbook • Anti-Harassment Training • Security & Compliance Training • Benefits Discussion • Tour of Headquarters • IT Resources

• Welcome • Portals/Wiki’s • Discover • Rack Ready Plan

Onboarding: RACK READY BOOK

Rack Ready Book

Onboarding: Rookie O Culture Week

LEADERS ARE FACILITATORS

Graham Weston/Chairman – Strengths Pat Condon & Dirk Elmendorf/Founders – History

Taylor Rhodes/CEO & President – Vision & Strategy

Karl Pichler/CFO – Rackonomics William Alberts/VP & General Counsel – Racklaw

Tod Cione/SVP of Sales – Sales Model

• Bullet 1 • Bullet 2 • Bullet 3

– Sub-bullet 3

• Bullet 4

Sample Text Slide

– Sub-bullet 3

• Bullet 4

Sample Text Slide

– Sub-bullet 3

• Bullet 4

Sample Text Slide

– Sub-bullet 3

• Bullet 4

Sample Text Slide

– Sub-bullet 3

• Bullet 4

Sample Text Slide

Onboarding Program Agenda

Welcome Home Rookie Orientation Business Unit Friday First Day program that begins a new hire’s journey.

Objectives:

• Compliance requirements • Exposure to Business/Culture • Essential Workplace Tools

Three Day program within a Racker’s first month:

Objectives:

• Articulate our vision and strategy and how it aligns to the business

• Define what Fanatical means for their role

• Begin building a solid network across the business

The last day of Rookie O Week. Objectives: • Identify functional areas in

the business unit and their leaders

• Articulate key cultural components unique to each Business Unit

Onboarding & Professional Development

Academy

Talent Development Philosophy • Core situational elements:

– At the heart of Fanatical Support is the expertise and capability Rackers provide to our customers

– Technology is rapidly changing and advancing, requiring Rackers to continually advance their skill sets

– Achiever, Learner, and Strategic are our Top 3 Gallup Strengths as a company-- Our Rackers want and need to learn skills to allow them to achieve important goals.

– The skills required to continue company growth are market scarce

• Philosophical implications: – We align learning to business needs – We develop skills externally as a talent acquisition channel – We blend best practices and innovation for curriculum and course design – We use blended learning approaches and technology to enable global delivery – We will measure and we will report on the end to end experience – We prioritize the learners experience

Collaboration Beyond Your Team

Support Team Structure

LT BDC Sys Ad

Account Coord Netsec Accnts

Rcvble

Virtualization

Storage

Backbone

– Sub-bullet 3

• Bullet 4

Sample Text Slide

Global Reach

Serving Businesses in 120+ Countries

North American Region Offices: Austin, TX Blacksburg, VA Chicago, IL Cincinnati, OH Duluth, GA New York, NY San Antonio, TX San Francisco, CA St. Louis, MO

Data Centers: Ashburn, VA Chicago, IL Herndon, VA Grapevine, TX Richardson, TX

Offices: Amsterdam, Netherlands Hayes,UK Zurich, Switzerland Data Centers: London, UK Slough, UK

Offices: Quarry Bay, Hong Kong Sydney, Australia Data Center: Fo Tan, Hong Kong Erskine Park, Australia

EMEA Region

APAC Region

Living Company Core Values That Inspire

www.rackspace.com

Our Core Values… FANATICAL SUPPORT in all we do: Create customer experiences that create an emotional attachment RESULTS first: substance over flash Committed to GREATNESS PASSION for our work Full disclosure and TRANSPARENCY Treat fellow Rackers like FRIENDS and FAMILY

www.rackspace.com

Chris “Shaggy” Schneider

Racker Since 2000

Loves Bacon

Seeks To Be Involved

How Do You Measure Success?

How We Measure Rookie O Effectiveness – Key Metrics • Net Promoter Score (NPS)

– Would you recommend this class to a friend or colleague?

• Learning Performance Index (LPI) – An index of 6 questions that evaluates:

• Participant engagement • Content/Flow • Demos, activities, etc. • Class expectations • Job applicability • Potential to help student with work

• Learning Objectives – Survey questions that measure the

program’s achievement of learning objectives.

• Lower Control Limits – Baseline expectations

9.32 9.25 9.39

May Jun* Jul

Achievement of Rookie O Learning Objectives

50.0060.0070.0080.0090.00

100.00

May Jun* Jul

0.66 0.71 0.68

0.500.600.700.800.901.00

May Jun* Jul

Onboarding: How Do You Measure

“I want to use this as an opportunity to let you know that ‘Rookie-O is Awesoooooooooome!!!’. You made it feel like a giant celebration of arrival of new Rackers – I feel welcomed, appreciated and inspired.” - IOTA SEPTEMBER 2014 ROOKIE

“I’ve just finished 23 years with one organization, and for the last 10 years I’ve been in leadership positions with plenty of control, so a new country, a new job, and new culture has been a bit mind-blowing at times. The learning side of the course was awesome. Of course it was awesome, the President, the Founders, the Leaders, if we can’t learn in that environment we definitely don’t deserve to be here. But it was the cultural side and personal side that I really wanted to say thank you for.” - IOTA 2014 SEPTEMBER 2014 ROOKIE

Deep Dive of Themes: • Great core values & culture • Love our work environment • Value work life balance • Teamwork & team members • Rackers enjoy their work • Rackers feel they make a

difference • Happy with their direct manager • Love the learning opportunities

What do you like best about working at Rackspace?

Culture & Values 53%

Training & Development

Collaboration (Teamwork and

Goals) 9%

Leader & Managers

Global Other 5%

Product (Product

Roadmap, Product

Releases, Cloud) 4%

Communication 4%

Well Being 3%

Systems & Tools

Rewards & Recognition

2% Resources

(Headcount & Talent)

“I still enjoy the collaborative and mostly positive culture we have at Rackspace and I think those same Core Values I adopted when I joined the company more than six years ago, still ring true today.”

Deep Dive of Themes: • Better communication within

departments • Improve communication across

different departments • Systems & tools need

improvements • Better collaboration between

departments • Better accountability measures for

the following: – Core Values – Behaviors – Performance

What one or two things could be done to make Rackspace a better place to work?

Culture & Values

23% Training &

Development 9%

Collaboration (Teamwork and

Goals) 7%

Leader & Managers

Global Other 4%

Product (Product

Roadmap, Product

Releases, Cloud)

Communication 14%

Well Being 8%

Systems & Tools 10%

Rewards & Recognition

Resources (Headcount &

Talent) 5%

“Better communication across departments. There is a lot of work being done in silos that needs to be done together.”

Direct Managers should continue to: • Provide constructive feedback • Provide career & personal

development • Hold team meetings • Provide guidance

What is the one thing your manager can do to enhance or maintain your engagement?

“I thoroughly enjoy coming to work when I know I have a great manager backing me 110% of the way”

Where Do YOU Want To Be In...

QUESTIONS?

Lawrence Reyes sugarbear@rackspace.com

THANK YOU

RACKSPACE® | 1 FANATICAL PLACE, CITY OF WINDCREST | SAN ANTONIO, TX 78218 US SALES: 1-800-961-2888 | US SUPPORT: 1-800-961-4454 | WWW.RACKSPACE.COM

The Nickname “SugarBear” Was Born!

www.rackspace.com

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What HR Practitioners Ought to Know About Employee Engagement Programs

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