Organizational Excellence Group

1

• The Real Value () in Employee Engagement Surveys
• Organizational Excellence Group
• UT Austin
• Noel Landuyt, PhD

2
About Us
Organizational Excellence Group

• Group of researchers, consultants, data
  management and organizational specialist at the
  Univ. of Tx at Austin
• Working with Government, Industry, and
  non-profit sector for over 40 years.

Dr. Noel Landuyt

• Actively work with state and local governmental
  entities in across all sectors.
• Teach and consult in areas of non-profit
  management, human resources, organizational
  theory, and survey research.

3
3 Key Engagement Strategies
4
What is Engagement?
Fully Engaged
Passively Engaged
Disengaged
Actively Disengaged
5
Why Employee Engagement?
Industry Standard Service Standard
6
Financial Reasons Why?
LOW Engagement Costs
7
How Do We Know This?
Customer
Public Service Value Chain
Employees
Leadership
Organization
8
Where Did it Come From?
Profit Growth
Loyalty
Service Value Chain
Value
People
9
Public Service Value Chain Benefits

Customer
Clarity of Mission/Purpose Stronger
Leadership Retention of Key Personnel
Organizational Wide Focus
Employees
Leadership
Organization
10
Public Service Value Chain Benefits

Customer
Clarity of Mission/Purpose Higher Rates of
Satisfaction Retention/Effectiveness Better
Customer Service
Employees
Leadership
Organization
11
Public Service Value Chain Benefits

Customer
Public Confidence Trust Fewer Complaints No
Negative Story
Employees
Leadership
Organization
12
Employee Engagement
Customer
Employees
Leadership
Organization
13
Why This Area?

Customer
Retention Absenteeism Performance
Linkage Customer Linkage
Employees
Leadership
Organization
14
What We Measured
15
What We Look At
16
Case Study

• Profile
• Governmental Organization
• Approximately 1000 FTE
• Coordinating and Regulatory
• Highly Educated Workforce

17
Case Study Cont

• Utilization of Sick Leave
• Turnover
• Survey of Organizational Excellence Items

1 2 3
4 5 Strongly
Disagree Neutral Agree
StronglyDisagree
Agree
Divided into 2 Groups
18
Findings Pride In Work

• No Real Difference (5 hours)

Group Average of Hours of Sick Leave Utilization
Dissatisfied 63
Satisfied 58
19
Findings Benefits

• No Real Difference (5 hours)

Group Average of Hours of Sick Leave Utilization
Dissatisfied 64
Satisfied 59
20
Findings Supervision

• Difference of 22 hours

Group Average of Hours of Sick Leave Utilization
Dissatisfied 80
Satisfied 58
21
Findings Organizational Mission

• Difference of 24 hours

Group Average of Hours of Sick Leave Utilization
Dissatisfied 81
Satisfied 57
22
Findings Pay

• Difference of 24 hours

Group Average of Hours of Sick Leave Utilization
Dissatisfied 74
Satisfied 50
23
Findings Job Satisfaction

• Difference of 28 hours

Group Average of Hours of Sick Leave Utilization
Dissatisfied 84
Satisfied 56
24
Findings Valued Employee

• Difference of 34 hours (approaching a work week)

Group Average of Hours of Sick Leave Utilization
Dissatisfied 88
Satisfied 54
25
Findings Ethical Behavior

• Difference of 34 hours (approaching a work week)

Group Average of Hours of Sick Leave Utilization
Dissatisfied 93
Satisfied 59
26
Findings Harassment

• Difference of 51 hours

Group Average of Hours of Sick Leave Utilization
Dissatisfied 110
Satisfied 59
27
Whats that Cost?

• Average Salary 52,000 (25/hour)
• Harassment
• 51hrs 25/hr 30 employees -38,250
• Supervisor
• 22hrs 25/hr 140 employees -77,000

28
Findings Turnover

• Difference of 50 hours

Group Average of Hours of Sick Leave Utilization
Left 107
Stayed 57
29
All the Cost

• Calculated Cost
• Turnover Cost
• Lost Productivity cost
• Cost to the workgroup
• Cost to the customer
• Attitudinal cost

30
Making It Real

• Soft Measures to Hard Numbers
• Data Matters
• Engagement Matters

31
Customer
Employees
Leadership
Organization
32
Thank You!
Organizational Excellence Group The University of
Texas at Austin Noel Landuyt nlanduyt_at_mail.utexas.
edu