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 Compa

2、rison 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-mendationRetent

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

5、al 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 wor

6、king 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 o

7、ur 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) An intense

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

9、dence 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 Engagement ModelP

10、roceduresPoliciesProcessesValuing PeopleProcessesCompensationPayBenefitsPeopleSenior ManagementBusiness Unit ManagerImmediate ManagerCoworkersDiversity OpportunitiesCareer OpportunitiesRecognitionTrainingQuality of LifeWork/Life BalancePhysical Work EnvironmentSafety LocationEngagementWorkIntrinsic

11、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 set number of

12、 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 to leave

13、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 work The Employee Engagement score is the percentage of employees who individually scored an avera

14、ge of = 4.5 on Say, Stay and Strive questionsInterpreting the Engagement ScoreSaySayStayStayStriveStriveSams 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 ( Str

15、ongly Disagree 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 OfficeSto

16、reThe proportion 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

17、)LogisticsReading 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 fac

18、ility, Want 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(

19、in order 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.Main

20、tain These!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 Re

21、putation: 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 OfficeStoresSa

22、msClubLogistics 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%4

23、2%35%34%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 Reputati

24、on I would 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.Proces

25、s Wal-Marts policies and procedures allow me to provide great customer service. Need-to-improve AreasCareer Opportunity I feel I can have a great career at Wal-Mart. I have enough time for career development Promotions are given fairly.Pay I understand how pay changes are determined. I am paid fairl

26、y for the contributions I make to the companys success. My performance has a significance impact on my payNeed-to-improve AreasManagement If 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 e

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

28、the China market data of 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

29、China Hotel, A Marriott Hotel 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

30、 China Research Center Hewitt 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

31、 Best Employer Database.*Best 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

32、1999-2002)$Hewitt Engagement 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 ot

33、hers great things about working 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 re

34、quired to complete my work.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 bu

35、ild long-term success and sustainabilityGo out of their way to ensure employees feel valuedInspiring Great Performance Inspiration 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

36、 Agree and Strongly Agree The 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 provid

37、es the support I need to do a good job.75%49%Inspiring Great Performance Motivating 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 performanc

38、e has a significant impact on my pay 62%27%This organization motivates me to contribute more than is normally required to complete my work66%44%Inspiring Great Performance Best Employers better define and implement structure, policies, and resources that enhance productivity and support achievement

39、of business objectives. % Employees 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 Valued Best Employers create empl

40、oyee ownership through trust and 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 Valued Best Employers create a more compelling employment relationship betw

41、een employees and employers by treating 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 m

42、e build new skills.76%58%Suggested Initiatives Need 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: B

43、est Employers consistently inspire great performance from their people; Best Employers go out of their way to ensure employees feel valued; and Best Employers manage their business in ways that build long-term success and sustainability.Best Employers Inspire Great PerformanceHave in place an organi

44、zational structure, policies and procedures, and the tools and resources to : Enhance employee productivity, Create a positive work environment, and Help the company achieve its goalsCare about Employee perceptions about the fairness with which they are rewarded.Leaders count in inspiring a great pe

45、rformance from people: how leaders behave, 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,

46、opportunities for career advancement, and 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 Emp

47、loyers Build Sustainability for Long Term 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 i