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Transcript of Explore the Possibilities - Willis Towers Watson · Explore the Possibilities 2013 HR Service ......
© 2013 Towers Watson. All rights reserved.
Explore the Possibilities2013 HR Service Delivery Forum
Case Study: The Net Promoter Score™(NPS) and Impact on HR Service Delivery Featuring Thermo Fisher Scientific
© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Session outline
An overview of Net Promoter™ Metric Case study: Customer allegiance at Thermo Fisher Scientific Employee applications of Net Promoter Metric Questions
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© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Net Promoter™ — Captures head and heart
How likely is it that you would recommend XYZ’s products/services to a friend or family?
Loyalty metric AND organizational discipline Simply measuring your score does not lead to success Actions your team takes to improve the score are what generates results
TM: Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
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© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
We are the leading provider of analytical instruments, equipment, reagents
and consumables, software and service for
research, analysis, discovery
and specialty diagnostics
Global Scale• 39,000 employees in 40
countries• $12 billion in annual revenues• Unparalleled commercial
reach
We enable our customers to make the world healthier, cleaner and safer
Unmatched Depth• Innovative technologies• Applications expertise• Laboratory productivity
partner
Leading Brands
™
The world leader in serving science
3
© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Technology Infrastructure
HR Centers of Excellence
Field HRTeam
BusinessLeaders
Strengthening the foundation on which HR services are delivered
High-level overview — HR Service Delivery model
HR resources deployed in a more efficient way to enable us to scale effectively to meet our vision for 2020
Managersand
Employees
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© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
UtilizationFirst Contact Resolution
Time to Respond
5
© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
What is CAS?
Customer Allegiance Score
Customer satisfaction and loyalty metric
Measures customer perceptions of our performance
Identifies areas for improvement
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© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Top 5 reasons why we survey our customers
1. By acting on the feedback, we increase our promoters, which in turn strengthens and grows the HR function
2. Surveys provide timely customer feedback on the areas where we need to focus our resources and investments
3. Surveys illuminate which actions are most important to our customers, and how we are currently performing
4. They identify which employees are most appreciated by our customers5. Offering them shows customers that we care and are listening to them
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© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
The ultimate question
"On a scale of 0 to 10, how satisfied are you with the service recently
provided by HR1?”
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© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Closing the loop
1. Survey2. Action alerts (immediate follow-up)3. Root cause (5 why’s) Quick fix (stand-ups, knowledge base)
4. Measure (CAS)5. Plan (HR1 Steering Committee)6. Do (projects)
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ContinuousImprovement
© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Comments
Key Drivers of CAS
Monthly Highlights
Comments
Promoter Themes
Detractor Themes
Monthly Highlights
Aug-12(397)
Sep-12(248)
Oct-12(393)
Nov-12(583)
Dec-12(221)
Jan-13(390)
Feb-13(253)
CAS 55.2% 48.4% 67.7% 69.9% 69.6% 66.0% 73.0%Promoters 72.8% 69.8% 81.4% 80.5% 79.6% 79.0% 84.0%Passives 9.6% 8.9% 4.8% 8.9% 10.4% 8.0% 5.0%Detractors 17.6% 21.4% 13.7% 10.6% 10.0% 13.0% 11.0%
55.2%48.4% 67.7% 69.9% 69.6% 66.0% 73.0%
0%
20%
40%
60%
80%
100%Customer Allegiance Score
Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13 Feb-13Volume 6550 5427 7058 8664 5238 8639 5720Electronic Service 55.9% 55.6% 70.6% 94.6%Phone Service 85.6% 86.1% 77.1% 53.3% 83.5% 95.3% 96.9%First Contact 70.7% 66.9% 68.8% 77.9% 72.9% 73.9% 74.7%
0%
20%
40%
60%
80%
100%
0100020003000400050006000700080009000
10000Service Levels & First Contact Resolution
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© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Questions
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© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Employee applications of Net Promoter™ measurement
The popularity of NPS in customer experience measurement has led many organizations to explore applications with employee survey measurement
Two main applications:1. cNPS: Asking employees their likelihood to recommend the company’s
products and services2. eNPS: Asking employees their likelihood to recommend the company as a
good place to work or employer of choice Some companies are using both approaches Most companies are embedding the NPS question to employees into
their existing employee survey measurement program How the data is used varies widely
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TM: Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Employee applications: cNPS™
The focus of cNPS applications remains external Employees are asked a single question, such as:
0 to 10 response scaling, allowing for the calculation of a cNPS score
How likely is it that you would recommend XYZ’s products to a friend?
Not at all Likely 0 1 2 3 4 5 6 7 8 9 10 Extremely
Likely
Detractors Passives Promoters
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TM: Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Employee applications: eNPS™
In contrast, the focus of eNPS applications is internal Employees are asked a single question, such as:
0 to 10 response scaling, allowing for the calculation of a cNPS score
How likely is it that you would recommend XYZ as an employer of choice?
Not at all Likely 0 1 2 3 4 5 6 7 8 9 10 Extremely
Likely
Detractors Passives Promoters
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TM: Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Contrasting NPS™ employee applications
cNPS™ eNPS™ Central Purpose
External; Complements an organization’s CEM program and provides mechanism to compare NPS scores from customers to NPS scores from employees.
Internal; Positioned as an alternative way to measure employee engagement.
Primary Use of Data
CEM team uses data to examine gaps between customers and employees, develop strategies to align and target employee groups with low cNPS. Typically not provided to front-line managers.
Data used to track engagement as part of broad employee survey measurement programs. Data is typically provided to front-line managers to drive local employee engagement strategies.
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TM: Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Concerns with eNPS™
Whereas cNPS™ can be an effective mechanism for involving employees in the process for assessing the customer experience and driving customer loyalty, there are a number of concerns with eNPS™ applications, including: NPS was developed in customer research, with customer populations in mind Reliance on responses to a single item to measure employee engagement Recommending the company as a place to work is not necessarily the
ultimate question for measuring the employee experience The scoring approach is applied directly from customer surveys to employee
surveys without recognizing how employees typically answer surveys Asking employees if they are energized in their work, enabled in their jobs,
and attached to their employers is a more robust and powerful measure of employee engagement
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TM: Net Promoter, Net Promoter Score and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company, Inc., and Fred Reichheld.
© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Measuring sustainable engagement Engaged — Feel attachment to the company
and willing to give discretionary effort
Enabled — Operate in a work environment that supports productivity and high performance
Energized — Able to maintain an adequate level of energy and sense of well-being
Companies with low
Traditional Engagement
Companies with high
Traditional Engagement
Companies with high
Sustainable Engagement
9.914.3
27.4
Ope
ratin
g M
argi
n
3x higher
The Power of ThreeResearch shows that companies with high levels of sustainable engagement outperform those with low engagement, and even those with high levels of traditionalengagement
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© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Questions
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© 2013 Towers Watson. All rights reserved. Proprietary and Confidential. For Towers Watson and Towers Watson client use only.towerswatson.com
Today’s presenters
Dan McCauley, Ph.D.
Americas Practice Leader, Organizational Surveys & Insights
Kevin Kinney
HR Technology, Senior [email protected]
617.638.3663
Mark White
Vice President Human Resource Operations [email protected]
781.622.1269
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