【正文】 dividual Capabilities People Requirements and Talent Strategy Employment Relationship People Management Practices Individual Priorities and Engagement Engagement Business Results and Strategies Business Capabilities Hewitt Associates Why Engagement Matters: Business Needs Service Quality Features Problem Resolution Price/ Relative Value Employee Behavior Re mendation Retention Expansion Business Performance Customer Satisfaction/ Value Customer Value Drivers Hewitt Associates Why Engagement Matters: Employee Needs Employee Engagement Employee Behavior Turnover Remend Employees Remend Products/Services Create new Products/Services Customer Service Productivity Opportunity Quality of Life Culture Total Compensation Leadership Relationships Work Activities Hewitt Associates WalMart Associate Opinion Survey Introduction Hewitt Associates Survey 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 working at WalMart. – It lets us measure whether we’ve done a good job over time of helping to make WalMart 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 associate engagement the most over time. Hewitt Associates Participants Profile – By Division 1 1 3 2 7 , 7 1 %1 0 2 4 , 6 %5 0 4 , 3 %3 2 9 6 , 2 0 %T O T A L C H I N A W a l M a r t S t o r e sT O T A L C H I N AS A M 39。 S C l u b sT O T A L C H I N AL o g i s t i c sT O T A L C H I N AH o m e O f f i c eHewitt Associates Participant Profile – By Grade 8 9 4 , 6 %3 , 3 7 7 , 2 1 %1 1 , 1 3 3 , 6 8 %7 4 7 , 5 % S G ra d ea n d a b o v e A C G ra d e D HG ra d e N ore s p o n s e Hewitt Associates S a ti s f a c ti onH o w m u c h I li k et h in g s h e r eC ommi tm e ntH o w m u c h I w a n tt o b e h e r eE nga ge me ntH o w m u c h I wa n tt o a n d a c tu a l ly d oto im p r o v e o u rb u s in e s s r e s u lt sEngagement ? Satisfaction Hewitt Associates Engagement Background Consistently speak positively about the anization to coworkers, potential employees, and most critically, customers (current and potential) Say An intense desire to be a member of the anization Stay Exert extra effort and engage in work that contributes to business success Strive ?What is Engagement? – Engagement is the state of emotional and intellectual involvement or mitment of an employee to an anization. – Significant research and experience show strong evidence that higher levels of Engagement bined with appropriate capability produce stronger business results and sustainable petitive advantage. – Engaged employees are productive, innovative and take ownership of their results. Three key behaviours indicate strong Engagement. Hewitt Associates The Engagement Model Procedures ? Policies ? Processes ? Valuing People ? Processes Compensation ? Pay ? Benefits People ? Senior Management ? Business Unit Manager ? Immediate Manager ? Co–workers ? Diversity Opportunities ? Career Opportunities ? Recognition ? Training Quality of Life ? Work/Life Balance ? Physical Work Environment ? Safety ? Location Engagement Work ? Intrinsic Motivation ? Influence ? Work Tasks ? Resources Hewitt Associates – In the Engagement Survey, employees responded to each item by indicating their level of agreement/disagreement with particular attributes and behaviours in the anization. – An overall Employee Engagement is calculated from employee responses to a set number of questions (see below). These questions, indicate the degree to which employees will “ Say” , “ Stay” and “ Strive” at the pany: ? I would remend WalMart to a friend seeking employment. ? Given the opportunity, I tell others great things about working at WalMart. ? It would take a lot to get me to leave WalMart. ? I rarely think about leaving WalMart to work somewhere else. ? WalMart inspires me to do my best work everyday. ? WalMart motivates me to contribute more than is normally required to plete my work – The Employee Engagement score is the percent