Trase Miller’s managers meet once a quarter to discuss quality and review the performance of our business. Our “Quarterly Quality Forum” is hosted by a team of managers. Here is our Q1 2012 presentation.
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Quarterly Quality Forum - Employee Engagement Feb 2012
1. How Employee Engagement
Drives Quality
Trase Miller Quarterly Quality Forum
February 2012
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2. Agenda
Fine Dining Surprise – Special Thanks to Lynette
Robert’s Ice Breaker – Buckle Up (10 minutes)
Employee Engagement – Stacey & Scott (10 minutes)
Best Practices – Pam & Scott (20 minutes)
Plus a brief commercial on TMEC
Next Steps and Doing Your Part – Frank (10 minutes)
Business Review (20-30 minutes)
Frank / Sarah / Debbie / Scott
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3. Employee Engagement Defined
An "engaged employee" is one who is fully involved in
and enthusiastic about their work
Will act in ways that furthers TM’s interests
A measurable degree of an employee's positive or
negative emotional attachment to their job, colleagues
and company
Profoundly influences their willingness to learn & perform
Engagement is distinctively different from employee
satisfaction, motivation and company culture
Engaged employees care about the future of our
company and are willing to invest discretionary effort
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4. Easier Said Than Done
Employee engagement scores account for as much as
half of the variance in customer satisfaction scores
At large ONLY 31% of employees are actively engaged
in their jobs
They work with passion & feel a profound connection
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5. Engagement Drivers
Employee perceptions of job importance
Employee clarity of job expectations
Career advancement/improvement opportunities
Regular feedback and dialogue with superiors
Quality of working relationships (360 )
Perceptions of Trase Miller’s values
Effective internal employee communications
Rewards for engagement
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6. Employee Satisfaction – Word Cloud
• A word cloud is a weighted list
presented in a visual design.
These are the most frequently used
words extracted from survey
comments by our people
• It tells a very good and very
positive story that we can all be
proud of
• These are real sentiments and
are not typical of most companies
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7. Chick Fil-A Gets Engagement
97% retention rate (corporate and franchise)
“Best drive-through in America" by QSR the quick-
service restaurant trade journal 3 years running
43 consecutive years of positive sales growth
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8. The Chick Fil-A Success Formula
Customer-centered leadership
Managers treat their employees how they want those
employees, in turn, to treat customers.
"If we have to keep telling people what to do, it means
we're not modeling the behavior ourselves and if we're
living it every day, we don't need to talk about it”
Careful screening of employees and training that
revolves entirely around the customer
Golden Rule Sensibilities - Customers are people
Every Life has a Story
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9. Customers Are People
http://www.youtube.com/watch?v=2v0RhvZ3lvY
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10. A Few Words on TMEC
Founded in 1996 – Same Mission Today
Fun
Events and Recognition
Community Service
Volunteers
Coordinator = Pam now in 2nd year
Current volunteers = 8/9
Your ideas to refresh
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11. Next Steps and Doing My Part
Focus on shaping perceptions of job importance
Connecting the dots to the employee sat survey
More effective internal employee communications
TMEC enhancements
3/3/3 Plan Worksheet
Volunteers for next Quarterly Quality Forum (May)
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StaceyHeadline: The concept of employee engagement has been around since the early 1990’s and is an evolved rendition of job satisfaction that Sarah will speak about laterOrientation:EE is a business management concept. (Review 3 points)Point:We decided to dig in on the topic of EE as an extension of our quality efforts and to continue the discussion we had on quality in our last QQFTransition: Lots of HR departments in lots of leading companies talk about EE but how many managers truly understand what it means and moreover decide to do something about it?
StaceyHeadline: So the answer to that question is NOT VERY MANYOrientation: Here we see Dilbert’s boss talking the talk but it is obviously just as a buzzword and not with an honest understanding about how important EE isPoint: We are certain that our “actively engaged” number is way better than the 31% figure you see here based on assumptions about our employee satisfaction survey but we also know that we have room for improvementTransition: So what are the things that our people need and are driven by to feel a profound connection?
StaceyHeadline: There are 8 drivers of EEOrientation: We should point out that according to a 2006 study (Seijts and Crim) - employees attitude toward job importance had the greatest impact on loyalty and customer service then all other employee factors combined.Point:Remember we are here talking about EE as it relates to quality so though all these drivers matter the number one lever to pull as managers is helping to shape the perceptions of our people as it relates to feeling importantTransition: This wouldn’t be a good presentation without a chart or graph so let’s put one up here…
ScottHeadline: We see these word cloud graphs all the time but here is one that represents the sentiment of our people from the most recent survey work we didOrientation: Important to note that this is a somewhat scientific approach to charting the sentiment of our people. The words most often used by our people are the words that are biggest on the slidePoint: The point is that we are encouraged that the word SUCK doesn’t appear up here and for the most part it appears that our people are in fact engagedTransition: So we know we do a good job around here with engagement – How about we go outside the company to look at best practices of another leading company to see how they drive engagement. Anyone want to guess who we are looking at tonight?
ScottHeadline: ChickFil-A and yes they get it!Orientation:We should point out about this slide is that the word cloud was developed by an independent research company that studied the most admired brands in America by a survey sample of 6,000Point:We have marveled and boasted about our RR but it doesn’t come close to the 97% CF has. CF is a family business that sells nearly $4 BILLION annually worth of sandwiches. They get EE.Transition: CF gets EE and here is where and how it fits into their success formula
Headline:Not a lot of companies stay in business for over 40 years let alone increase profits each year. That in itself is success definedOrientation: The CF Mission Statement is simple - - "Be America's Best Quick-Service Restaurant“ And their operating philosophy is too. It centers around the Golden rule, People and Customer centered leadership Point: We all know the golden rule right? It’s ??? (__________________) Treat people like you want to be treated. Transition: We have a training clip that CF uses for their employee orientation.
Headline: This clip is a great reminder that customers are people NOT objects and not a meaningless noun Orientation: When you look at this think about it in the context of what we do over the phone. Point We don’t have face:face interactions but we do make assumptions based on accents, tone of voice, grammar, speech speed and vocabularyFILMTransition: Powerful reminders right?