人力資源管理沃爾瑪人力資源咨詢資料

1、人力資源管理沃爾瑪人力資源咨詢資料AgendaWhy Measure Employee Engagement?Wal-Mart Associate Opinion Survey IntroductionSurvey Background : Why Do We Conduct the Survey?Participant ProfileSurvey MethodologyInterpreting the ResultsKey FindingsEngagement Results Positive AreasNeed-to-improved Areas Benchmarks and Compar

2、ison Suggested Initiatives Best Practices for Achieving Sustained Engagement ResultsWhat Will Improve if Engagement Score is Increased?Why Measure Employee Engagement?Improving Business Results Through Engaging PeopleIndividual Life Goals and StrategiesIndividual CapabilitiesPeople Requirements and

3、Talent StrategyEmployment RelationshipPeople Management PracticesIndividual Priorities and EngagementEngagementBusiness Results and StrategiesBusiness CapabilitiesWhy Engagement Matters:Business NeedsService QualityFeaturesProblem ResolutionPrice/Relative ValueEmployee BehaviorRecom-mendationRetenti

4、onExpansionBusiness PerformanceCustomer Satisfaction/ValueCustomer Value DriversWhy Engagement Matters:Employee NeedsEmployee EngagementEmployee BehaviorTurnoverRecommend EmployeesRecommend Products/ServicesCreate new Products/ServicesCustomer ServiceProductivityOpportunityQuality of LifeCultureTota

5、l CompensationLeadershipRelationshipsWork ActivitiesWal-Mart Associate Opinion Survey IntroductionSurvey Background: Why Do We Conduct the Survey?The Associate Opinion Survey is a very important part of the Grass Roots process. It lets us look, in an objective way, at how associates feel about worki

6、ng at Wal-Mart. It lets us measure whether weve done a good job over time of helping to make Wal-Mart a better place to work.It provides a foundation for the Grass Roots meetings, giving managers direction for their discussions.And it tells us where to concentrate our resources in order to raise our

7、 associate engagement the most over time.Participants Profile By DivisionParticipant Profile By GradeEngagement SatisfactionEngagement BackgroundConsistently speak positively about the organization to coworkers, potential employees, and most critically, customers (current and potential) SayAn intens

8、e desire to be a member of the organizationStayExert extra effort and engage in work that contributes to business successStriveWhat is Engagement?Engagement is the state of emotional and intellectual involvement or commitment of an employee to an organization.Significant research and experience show

9、 strong evidence that higher levels of Engagement combined with appropriate capability produce stronger business results and sustainable competitive advantage. Engaged employees are productive, innovative and take ownership of their results. Three key behaviours indicate strong Engagement.The Engage

10、ment ModelProceduresPoliciesProcessesValuing PeopleProcessesCompensationPayBenefitsPeopleSenior ManagementBusiness Unit ManagerImmediate ManagerCoworkersDiversity OpportunitiesCareer OpportunitiesRecognitionTrainingQuality of LifeWork/Life BalancePhysical Work EnvironmentSafety LocationEngagementWor

11、kIntrinsic MotivationInfluenceWork TasksResources In the Engagement Survey, employees responded to each item by indicating their level of agreement/disagreement with particular attributes and behaviours in the organization. An overall Employee Engagement is calculated from employee responses to a se

12、t number of questions (see below). These questions, indicate the degree to which employees will “Say, “Stay and “Strive at the company:I would recommend Wal-Mart to a friend seeking employment.Given the opportunity, I tell others great things about working at Wal-Mart.It would take a lot to get me t

13、o leave Wal-Mart. I rarely think about leaving Wal-Mart to work somewhere else.Wal-Mart inspires me to do my best work everyday.Wal-Mart motivates me to contribute more than is normally required to complete my workThe Employee Engagement score is the percentage of employees who individually scored a

14、n average of = 4.5 on Say, Stay and Strive questionsInterpreting the Engagement ScoreSayStayStriveSams ClubThe combined proportion of responses for 5 and 6 (Agree and Strongly Agree)Results shown on the graphic chart in the report include:The combined proportion of responses for 1 and 2 ( Strongly D

15、isagree and Disagree).The proportion of responses as either 3, where 3 is Slightly Disagree on the 6 point scale.The proportion of responses as either 4, where 4 is Slightly Agree on the 6 point scale.The combined proportion of responses for 5 and 6 ( Agree and Strongly Agree).Home OfficeStoreThe pr

16、oportion of responses as either 3, where 3 is Slightly Disagree on the 6 point scaleThe proportion of responses as either 4, where 4 is Slightly Agree on the 6 point scaleInterpreting the Detailed Results GraphsThe combined proportion of responses for 1 and 2 ( Strongly Disagree and Disagree)Logisti

17、csReading the Summary ReportsTeam Engagement: Home Office ReportMy DepartmentMy DivisionTop 20% of departments*Overall Results (Percentage of Engaged Employees)62%54%62%Engaged Associates are committed to doing their best work for Wal-Mart. They: SAY great things about Wal-Mart and their facility, W

18、ant to STAY at Wal-Mart, and STRIVE to go above and beyond to help Wal-Mart and their facility succeedTaking Action!These are areas that have the highest potential to increase your associate engagement in your facility. Youll want to focus on these.3 Areas For ActionTo Best Motivate My Team(in order

19、 of importance)Career Opportunities: I feel I can have a great career at Wal-MartRecognition: I receive appropriate recognition (beyond my pay) for my contributions and accomplishmentsStore/Club/Department Management: I see strong evidence of effective leadership from my Management team.Maintain The

20、se!These are areas that have high potential to decrease engagement in your facility. Youll want to maintain what youre currently doing right.3 Areas to MaintainKeep Up the Good Work in These Areas(in order of importance)Meaningful Work: I get a sense of accomplishment from my work.Company Reputation

21、: I am proud of what Wal-Mart gives to my local community.Work Tasks: I truly enjoy my day-to-day work tasks.Reading the Detail ReportThe score of the question is the percentage of the employees who mark the response as favorable.Key FindingsEngagement Result China OverallHome OfficeStoresSamsClubLo

22、gistics FacilityNormsEngagement Score54%54%54%50%46%52%1. I would recommend Wal-Mart to a friend seeking employment60%61%61%57%51%55%6. Given the opportunity, I tell others great things about working here64%68%64%60%57%60%2. I rarely think about leaving Wal-Mart to work somewhere else40%37%42%35%34%

23、43%5. It would take a lot to get me to leave Wal-Mart81%84%80%79%73%59%3. Wal-Mart inspires me to do my best work every day49%47%50%46%46%63%7. Wal-Mart motivates me to contribute more than is normally required to complete my work.44%43%45%40%35%47%SAYSTAYSTRIVEPositive AreasCompany ReputationI woul

24、d recommend Wal-Mart to a friend seeking employment.I believe Wal-Mart is a good citizen in my community.Wal-Mart provides good jobs for people in this area.I am proud of what Wal-Mart gives to my local community.Given the opportunity I tell others great things about working here.ProcessWal-Marts po

25、licies and procedures allow me to provide great customer service. Need-to-improve AreasCareer OpportunityI feel I can have a great career at Wal-Mart.I have enough time for career developmentPromotions are given fairly.PayI understand how pay changes are determined.I am paid fairly for the contribut

26、ions I make to the companys success.My performance has a significance impact on my payNeed-to-improve AreasManagementIf I have an issue with being treated unfairly in the workplace I am confident that our management team will take appropriate action.Our management team spends enough time with Associ

27、ates.Our management team acts consistently with what they say.Benchmarks and ComparisonHewitts Normative Database ProfileNormative data from the China section of Hewitts Best Employers in Asia Database (2005) (BEA) is provided.Wal-Marts results have been benchmarked against the China market data of

28、the overall database, which includes the responses from employees.This database contains data from 78 companies representing 16 industries. The Best Employers in China 2005The Portman Ritz-Carlton, Shanghai Johnson & Johnson Medical (China) Ltd. ASIMCO Technologies Limited China Hotel, A Marriott Ho

29、tel Guangzhou Beijing Novartis Pharma Ltd. China Hewlett-Packard Co., Ltd. Federal Express DTW Co., Ltd. TNT China (Holding) Co., Ltd. Guangdong Nanfang Lee Kum Kee Health Products Co., Ltd. Intel China Ltd./Intel Products (Shanghai) Ltd./Intel Products (Chengdu) Ltd./Intel China Research Center Hew

30、itt conducted a study of the 1,500 organisations from its global Engagement client and Best Employer database to explore the relationship between Engagement and Total Shareholder Return (TSR).Engagement and Shareholder Value*Source: Hewitt Associates Employee Engagement and Best Employer Database.*B

31、est Employers China 2005 (75%)DestructiveZoneUncertainty ZonePerformance Zone(Avg.TSR = 20.2%)25%40%60%100%Benchmark Averages*0%(Avg.TSR = -9.6%)IndifferenceZone(Avg.TSR =5.6%)Rest of China in BEC 2005 Study ( 50%)High Performers (61%)Total Shareholder Return (TSR 20% from 1999-2002)$Hewitt Engageme

32、nt Database (52%)*Wal-Mart (54%)54%Engagement Score Comparison: Wal-Mart, Best Employers and China NormsWal-Mart China OverallBest EmployersNormsEngagement Score54%75%52%1. I would recommend Wal-Mart to a friend seeking employment60%75%55%6. Given the opportunity, I tell others great things about wo

33、rking here64%78%60%2. I rarely think about leaving Wal-Mart to work somewhere else40%62%43%5. It would take a lot to get me to leave Wal-Mart81%86%59%3. Wal-Mart inspires me to do my best work every day49%79%63%7. Wal-Mart motivates me to contribute more than is normally required to complete my work

34、.44%66%47%SAYSTAYSTRIVEEngagement Score ComparisonSayStayStriveWhat Makes The Best, Best?Best Employers demonstrate three basic characteristics across all markets, including China:Consistently inspire great performance from their peopleManage their business in ways that build long-term success and s

35、ustainabilityGo out of their way to ensure employees feel valuedInspiring Great PerformanceInspiration and support from the management . Senior leaders and immediate managers act as role model, and passionately and consistently provide support to the staff.% Employees Who Agree and Strongly Agree Th

36、e BestThe RestI see strong evidence of effective leadership from my management team.73%40%I trust our management team to act ethically and honestly.75%49%I get enough good information about our organizations results and performance83%49%My direct Supervisor/Manager provides the support I need to do

37、a good job.75%49%Inspiring Great PerformanceMotivating high performance achievement through rewards. % Employees Who Agree and Strongly Agree The BestWal-MartI receive adequate recognition (beyond compensation) for my contributions and accomplishments 68%36%My performance has a significant impact on

38、 my pay 62%27%This organization motivates me to contribute more than is normally required to complete my work66%44%Inspiring Great PerformanceBest Employers better define and implement structure, policies, and resources that enhance productivity and support achievement of business objectives.% Emplo

39、yees Who Agree and Strongly Agree The BestWal-MartThe organizations policies and procedures allow me to provide great customer service.The tools and resources I have allow me to be as productive as possible63%35%Ensuring Employees Feel ValuedBest Employers create employee ownership through trust and

40、 empowerment. Leaders walk the talk.% Employees Who Agree and Strongly AgreeThe BestWal-MartI have the authority to make the decisions necessary to do my job well 61%49%Ensuring Employees Feel ValuedBest Employers create a more compelling employment relationship between employees and employers by tr

41、eating employees as valued assets and partners.% Employees Who Agree and Strongly Agree The BestWal-MartI am made to feel like a valued member of this organization 56%40%I get a sense of accomplishment from my work 74%49%Training opportunities are available to help me build new skills.76%58%Suggeste

42、d InitiativesNeed Wal-Marts input to developBest Practices for Achieving Sustained Engagement ResultsWhat Makes The Best, Best?The Best Employers in Asia study reveals that Best Employers demonstrate three basic characteristics across all markets, including China:Best Employers consistently inspire

43、great performance from their people;Best Employers go out of their way to ensure employees feel valued; andBest Employers manage their business in ways that build long-term success and sustainability.Best Employers Inspire Great PerformanceHave in place an organizational structure, policies and proc

44、edures, and the tools and resources to :Enhance employee productivity, Create a positive work environment, andHelp the company achieve its goalsCare about Employee perceptions about the fairness with which they are rewarded.Leaders count in inspiring a great performance from people: how leaders beha

45、ve, how their beliefs shape their own actions, and how well they create a sense of passion and pride among their people are important.Best Employers Value Their EmployeesEmployment deal goes further than is normally expected such as fair and equitable rewards, opportunities for career advancement, a

46、nd a sense that employee interests are taken into account. Focus more effectively on putting systems and structures in place that support learning and development.Be able to attract talents better than The Rest.Retain their talents better than The Rest.Best Employers Build Sustainability for Long Te

47、rm SuccessBuild strong, successful and sustainable businesses by Using balanced scorecard or strategic measures to manage business and for incentive Comp.;Measuring the effectiveness of HR programs against employment brand and recruitment procedures;Use more strategic measures to manage business and for incentive comp. in current case.Take more effort on effectively attracting and retaining the suitable talents, which will always keep them with competitive advantages in