【正文】 ieving Sustained Engagement Results ? What Will Improve if Engagement Score is Increased? Hewitt Associates Why Measure Employee Engagement? Hewitt Associates Improving Business Results Through Engaging People Individual Life Goals and Strategies Individual 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).