HOW AGILE BOOSTS STAFF ENGAGEMENT up and colleagues have been bouncing up and ... ‘Rather than...
Transcript of HOW AGILE BOOSTS STAFF ENGAGEMENT up and colleagues have been bouncing up and ... ‘Rather than...
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HOWAGILEBOOSTSSTAFFENGAGEMENTRajChana,JCURV&TonyCrane,BankofIrelandUK
Twitter:@JCURVs|LinkedIn:jcurv
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STAFFENGAGEMENTBYCOUNTRY,%
Source:AON,2018TrendsinGlobalEmployeeEngagement
38
54 5456 57 58
60 6062
64 6468 68
71
76 76
Japan Germany France UK Netherlands Spain Australia Switzerland Italy Thailand US China Canada India Indonesia Brazil
GlobalAverage(65%)
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JCURV:OURMISSIONISTOINCREASETHEUK’SAGILITY
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+38% I’M REALLY ENJOYING MY ROLE
+45% ITS EASY TO GET THINGS DONE
AROUND HERE
+25% I’M MAKING A POSITIVE DIFFERENCE TO OUR
CUSTOMERS
+20% THERE’S A GREAT TEAM SPIRIT
IMPACTONENGAGEMENTLEVELS
+21%
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IMPACTONENGAGEMENTLEVELS-THEFEEDBACK
‘Ilikethesmileswhenthingswork!I’vecomealongtoastandupandcolleagueshavebeenbouncingupand
downbecausethey’veactuallymanagedtodosomethingthey’venotbeenabletobefore.They’ve
solvedsomethingandfeelreallygoodaboutit!’
‘Forthefirsttime,Iambeingtrustedtofixasignificantbusinessproblem,workingwiththe
rightpeopleandnotweigheddownbybureaucracy.Wecandeliverthingsinweeksratherthanmonthsoryears.Iamloving
workinginthisway!’
‘Ratherthanfailingtwomonthsdowntheline,withthisapproach,youmightfailwithintwoweeksbutthenyouchangetackforthenexttwoweeksandyoulearnhow
thingsshouldbedonealotfaster.’
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WHYAGILEHASTHISIMPACTONENGAGEMENT
PURPOSE AUTONOMY MASTERY
Ref:Drive,DanielPink(2009)
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ENG
AG
EMEN
T LE
VELS
TIME
STAFFENGAGEMENTPATTERN
4.6 4.5
5.86.6
5.45.9
Thebusinessisgoodatputtingourpeoples'bestideasintoaction
Ourprocessesandwaysofworkingareefficienttomanagechange
DENIAL
ANGER
EXPLORING
ACCEPTANCE
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0
30
90
ENG
AG
EMEN
T LE
VELS
TIME
180
STAFFENGAGEMENTPATTERN
4.6 4.5
5.8
6.6
5.45.9
Thebusinessisgoodatputtingourpeoples'bestideasintoaction
Ourprocessesandwaysofworkingareefficienttomanagechange
350
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JOURNEYATBOIUK
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OURTRANSFORMATIONOBJECTIVES
1
3
2CUSTOMERAND
COMMERCIALIMPACT
INCREASEPEOPLEENGAGEMENT
CREATEASUSTAINABILEIMPROVEMENT
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OURTRANSFORMATIONPRINCPLES
1 DELIVER VALUE EARLY & OFTEN
• I will plan/deliver value in each sprint• We set time-boxed goals and keep to them
2 BE BRAVE: MAKE A DECISION
• I will push boundaries & encourage innovation• I’m empowered to make decisions• I will do no harm
3 ONE TEAM PHILOSOPHY
• We commit to empower team members to execute a 1st team way of working
• We succeed together
4 ACTION BEFORE PERFECTION
• We will learn fast through iterations• We will not be afraid to fail• We will streamline governance
5 PUT THE CUSTOMER IN THE ROOM
• We will use insights to drive decision-making• We are sincere enough to action customer feedback• We will look at things with an open mind (no baggage)
6 POSITIVE LEARNING CULTURE
• We will celebrate success, failure and learnings all along the way
• We will be open to positive feedback whilst always doing the right thing
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CREATINGASAFEENVIRONMENT
3 YEAR PLAN
CLARITY OF VISION
AGILE OPERATING
MODEL
GROW CAPABILITY
CUSTOMER INSIGHT PRINCIPLES & BEHAVIOURS
EMPO
WER
ED
Delivery Teams
Product Owners
ExCo
CUSTOMERS, STAFF
LEADERSHIPAPPROACH OURAGILEFRAMEWORK
“Asacustomer,BankofIrelandmademefeelcaredfor,respected,understoodandvaluedthroughoutourrelationship”
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30 60 90 120
AppoutconversationsincreasedReducedofferturnaroundtimes
Broker&customerpanelssetup
Increasedbrokerconversionrates
ImprovementinretentionratesReducedapptocompletiontimes
BetterqualityCXdashboard(valuesbased)AllCXusingagileandopmodelmobilised
BETTEROUTCOMESFORTHECUSTOMER
I understand my mortgage and understand what to do if I need more information
UNDERSTANDING
PROPOSED RATING:
CUSTOMER
ISSUESRED or AMBER
METRICSOUTSTANDING
ACTIVITIES!
AMBER
I am treated fairly and my circumstances are fully considered when Bank of Ireland makes a decision
CULTURE
PROPOSED RATING:
CUSTOMER
ISSUESRED or AMBER
METRICSOUTSTANDING
ACTIVITIES!
GREEN
Bank of Ireland provides suitable mortgage products which meet my needs and circumstances
PRODUCT
PROPOSED RATING:
CUSTOMER
ISSUESRED or AMBER
METRICSOUTSTANDING
ACTIVITIES!
AMBER
Bank of Ireland understands my needs and provides services which exceed my expectations
SERVICE
PROPOSED RATING:
CUSTOMER
ISSUESRED or AMBER
METRICSOUTSTANDING
ACTIVITIES!
AMBER
TRUSTI trust Bank of Ireland and feel comfortable reaching
out to them to discuss anything concerning me
PROPOSED RATING:
CUSTOMER
ISSUESRED or AMBER
METRICSOUTSTANDING
ACTIVITIES!
AMBER
Bank of Ireland acts on my feedback and takes steps to rectify any issues
INSIGHTS
PROPOSED RATING:
CUSTOMER
ISSUESRED or AMBER
METRICSOUTSTANDING
ACTIVITIES!
GREEN
2 2/3 1 5 3/4 6 2 1/4 5
3 0/3 0 8 0/5 7 0 0/2 2
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BETTEROUTCOMESFORTHETEAM:HOWITFELTAT180DAYS
3.84 3.84
5.405.74 5.58
6.116.53
6.20 6.21 6.37
5.58
6.306.00
7.507.90
7.50 7.70 7.907.30 7.20
5.80
7.11
The businessis good at
putting ourpeoples best
ideas intoaction
Our processesand ways ofworking are
efficient
I am beingrecognised
for mycontribution
There is agreat team
spirit
I feelempowered
by the teams'leadership
I am clear onwhat we
needed to do
I am making apositive
difference tobusiness
performaceand our
customerslives
I am learninga lot
I am reallyenjoying my
role
My worklifebalance isvery good
AverageEngagement
Score
Before Now
+64% +56% +39% +38% +34% +26% +21% +18% +16% -9% +27%
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PURPOSE
HOWENGAGEMENTINCREASED
AUTONOMY MASTERY
• Customerswereattheheart • Createdasafeenvironment • 20individualspromoted
• Compellingawesomestatement • Teamsself-managedtheportfolio • Cross-businesstalkingandsharing
• Frequenttestandlearnwithrealcustomers
• Teamsbeganworkingmorefluidly • Establishedcommunityofpractices(POsandSMs)
• Deliveringsocialgood • Teamswereempoweredtoremoveimpediments
• Agilewentviralasaresultofagileambassadors
‘Ourculturedidn’thelpusbecomemoreagile.Itwasbecomingmoreagilethathelpedtochangeourculture’
TonyCrane,BOIUK
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ACTIONS
REGULARLYMEASURE&ACT
PROACTIVELYMANAGETHEDIP
IDENTIFY&NURTUREAMBASSADORS