HR Satisfaction Scorecard

Transcription

1 Successful HR Model McLean & Company has identified the following core services. Understanding and balancing the importance and satisfaction of the following core services is important to meeting the needs of the business. HR Scorecard PREPARED FOR Acme Incorporated This report was prepared by McLean and Company for Acme Incorporated on Data is comprised of 25 responses, including responses by: Kimberly Johnson, Melissa Brown, Eric Miller, Mary Davis, Amy Martin, Nicole Wilson, Mark Clark, Tracy Hall, Tracy Green, Karen Moore, Melissa Smith, James Johnson, Tracy Williams, James Brown, Tracy Jones, Nicole Miller, Tracy Martin, Tracy King, Michael Wilson, Eric Thomas, Amy Lewis, Tracy Clark, Tracy Hall, Kimberly Green, Kimberly Moore Completion Rate 78% 7 respondents did not complete the survey, including: Tracy Smith, Melissa Williams, Nicole Jones, Tracy King, Christopher Thomas, Jason Lewis, Mary Davis

2 HR Scorecard Acme Incorporated 25 Responses Overall Metrics Overall and Value are key indicators of the overall impression of the HR department. These metrics let the HR leader determine at a glance if they are meeting the needs of the business This Year Last Year 79% 5% Value This Year Last Year 79% 1% Business and Importance for Core Services The core services of HR are important when determining what HR should focus on. The most important services with the lowest satisfaction offer the largest area of improvement for HR to drive business value. Core Service Importance Ranking Information Management with employee data quality and record keeping processes. 85% 8 th 5% Last Year HR Support Breakdown The HR Support Breakdown charts are indicators of the percent of stakeholders that fall into three important categories. Promoters are loyal enthusiasts of HR. Neutral stakeholders are satisfied but unenthusiastic about HR. Detractors are unhappy stakeholders who can damage your reputation. Health And Safety with programs to promote a safe and healthy working environment. 84% 11 th 1% Collective Bargaining with implementation of rules and regulations. 81% 10 th 5% Net HR Support Score: HR Support Breakdown Detractors (scored 1-6) Employee Relations with HR s handling of employee interactions. 79% 3 rd 1% 68% Neutral (scored 7) HR Policies with policy design and enforcement of HR policies around attendance, acceptable use, etc... 76% 7 th 6% Net HR Support Score: Value HR Relationship HR Support Breakdown 64% Supporters (scored 8-10) HR Support Breakdown = Supporters - Detractors Relationships are a key driver in stakeholder management. It is important that the business feels HR understands their needs and is getting enough communication Relationship Last Year Needs with HR's understanding of your needs. 78% 3% Execution with the way HR executes your requests and meets your needs. 78% 5% Communication with HR communication. 80% 2% Innovation with HR's leadership in implementing innovative HR practices and policies. 75% 12 th 4% Performance Management with process and support for performance reviews. 75% 4 th 6% Compensation And Benefits with the compensation and benefits package to attract and retain employees. 73% 1 st 4% Role Design with creation and support of job descriptions and roles. 73% 9 th 5% Engagement with monitoring and improvement of employee engagement. 73% 6 th 2% Recruitment with talent sourcing, interviewing, and candidate selection. 72% 5 th 6% Employee Development with internal training and skill development. 70% 2 nd 2% 2

3 HR Alignment and Capacity Scorecard Acme Incorporated 25 Responses Alignment Metrics Overall Trust in HR by Department The level of trust in HR is a key indicator of the likelihood that a department will rely on HR to support and advance the business. Overall Trust in HR by Department shows the departments with the highest and lowest levels of trust with HR. 50% 65% 67% 80% 83% 85% 95% 100% Trust in HR "To what extent do you trust that HR will appropriately handle employee situations, follow through on their commitments, and provide value to your department or group?" HR & Business Partnership "What best describes your view of HR in relation to their support of your department or group?" Strategic Alignment "To what extent do you believe HR has a strategic plan that aligns with the goals and objectives of the business?" Marketing IT Facilities Finance Administrative Duties Capacity with the ability to get HR capacity to complete Administrative Duties Manufacturing Showing 8 of 10 departments Programs And Planning Capacity with the ability to get HR capacity to complete Programs And Planning Capacity Last Year HR Support Breakdown: Support Score Capacity Last Year HR Support Breakdown: Support Score 86% 3% 84% Ability to Deliver Effective Administrative Duties with completed HR Administrative Duties ability to meet your business needs Value Last Year HR Support Breakdown: Value Support Score 71% 2% 33% Ability to Deliver Effective Programs And Planning with completed HR Programs And Planning ability to meet your business needs Value Last Year HR Support Breakdown: Value Support Score 86% 2% 72% Administrative Duties Capacity By Department Below are the most satisfied and least satisfied departments in regards to the capacity they receive from HR to complete HR Administrative tasks. 70% 80% 83% 85% 87% 93% 100% 100% 72% 1% 30% Programs And Planning Capacity By Department Below are the most satisfied and least satisfied departments in regards to the capacity they receive from HR to design and implement HR Programs to help meet their business needs. 35% 57% 60% 73% 80% 80% 85% 90% IT Research and Development Marketing Human Resources Manufacturing Showing 8 of 10 departments Marketing IT Finance Human Resources Manufacturing Showing 8 of 10 departments 3

4 Core Service Overview Acme Incorporated 25 Responses Service Gap Score The chart below shows a comparison of satisfaction vs. Importance for all core services. Red bars with a negative score indicate an underserved core service. Green bars with a positive score highlight core services that are potentially over-provisioned. Compensation And Benefits Employee Development Service Gap Score -27% -22% Importance Variation Core Service Variation 3 73% Compensation And Benefits 5 70% Employee Development 5 79% Employee Relations 6 75% Performance Management Employee Relations Performance Management -4% 0% 6 72% Recruitment 7 73% Engagement Recruitment Engagement HR Policies Role Design Information Management Collective Bargaining 5% 15% 26% 40% 43% 56% 7 76% HR Policies 7 73% Role Design 7 85% Information Management 8 81% Collective Bargaining 9 75% Innovation 8 84% Health And Safety Innovation Health And Safety Score: - Importance 67% 67% Importance Variation by Core Tool Focusing on core services have a high degree of consensus around a high importance score will have a broad impact across the organization. Variation by Core Tool Outlying satisfaction scores can artificially inflate or defalte the average satisfaction score. When this occurs, take a closer look at specific departments that are pulling the score down to isolate the pain point. 4

5 Research and Development Priorities for HR Acme Incorporated 3 Responses Overall Metrics Overall and Value are key indicators of the overall impression of the HR department. These metrics let the HR leader determine at a glance if they are meeting the needs of the business Department Compared to Organization 83% 4% Department Value Value Compared to Organization 83% 4% Business and Importance for Core Services The core services of HR are important when determining what HR should focus on. The most important services with the lowest satisfaction offer the largest area of improvement for HR to drive business value. Core Service Health And Safety with programs to promote a safe and healthy working environment. Compared to Org. Importance Ranking Last Year th 11% 97% 13% 10 HR Capacity and Value HR Policies with policy design and enforcement of HR policies around attendance, acceptable use, etc... th 10% 90% 14% 5 Administrative Duties Programs And Planning Capacity Compared to Org. Last Year Capacity Compared to Org. Last Year 83% 3% 11% 77% 6% 17% Value Compared to Org. Last Year Value Compared to Org. Last Year 87% 1% 3% 77% 5% 17% Alignment Metrics Department Organization HR & Business Partnership Trust in HR Strategic Alignment Information Management with employee data quality and record keeping processes. 83% 2% 8 th 1% Engagement th 83% 10% 13% 8 with monitoring and improvement of employee engagement. Collective Bargaining th 80% 1% 14% 7 with implementation of rules and regulations. Employee Relations th 10% 80% 1% 4 with HR s handling of employee interactions. Recruitment with talent sourcing, interviewing, and candidate selection. 80% 8% 3 rd 6% Employee Development with internal training and skill development. 77% 7% 5 th 9% HR Relationship Relationship Compared to Org. Last Year Needs with HR's understanding of your needs. 77% 1% 11% Execution with the way HR executes your requests and meets your needs. 80% 2% 0% Communication with HR communication 83% 3% 9% Performance Management nd 17% 77% 2% 2 with process and support for performance reviews. Role Design with creation and support of job descriptions and roles. 73% 0% 11 th 3% Innovation with HR's leadership in implementing innovative HR practices and policies. Compensation And Benefits with the compensation and benefits package to attract and retain employees. th 73% 2% 15% 12 73% 0% 1 st 7% 10

6 Research and Development Feedback Acme Incorporated Feedback Provided By: Michael Wilson - MGMT, OVERALL Dept. : 83% Dept. Value: 83% "What is your top suggestion for how HR can change or improve to better meet your needs? " No additional information given. PERFORMANCE MANAGEMENT Department : 77% Importance Rank: 2 nd "How can the HR department better meet your needs when it comes to performance management?" Michael Wilson - Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi et tellus eget purus molestie suscipit eu et turpis. Proin placerat, lacus sit amet viverra egestas, mi justo sodales neque, ut faucibus leo est eu enim. In hac habitasse platea dictumst. Proin ut nulla vitae risus dapibus rutrum nec ac dolor. Ut gravida tempor interdum. Fusce consectetur tempor tortor, vel tempus. EMPLOYEE DEVELOPMENT Department : 77% Importance Rank: 5 th "What is your best idea for how HR can improve their training and development programs and better support existing employees in advancement of their skills? " Michael Wilson - Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi et tellus eget purus molestie suscipit eu et turpis. Proin placerat, lacus sit amet viverra egestas, mi justo sodales neque, ut faucibus leo est eu enim. In hac habitasse platea dictumst. Proin ut nulla vitae risus dapibus rutrum nec ac dolor. Ut gravida tempor interdum. Fusce consectetur tempor tortor, vel tempus. RECRUITMENT Department : 80% Importance Rank: 3 rd "What is your best idea for how HR can more effectively meet your business unit s needs in terms of employee recruitment and selection? " No additional information given. EMPLOYEE ENGAGEMENT Department : 83% Importance Rank: 8 th "What is your best suggestion for HR to support and improve employee engagement within your department? " Michael Wilson - Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi et tellus eget purus molestie suscipit eu et turpis. Proin placerat, lacus sit amet viverra egestas, mi justo sodales neque, ut faucibus leo est eu enim. In hac habitasse platea dictumst. Proin ut nulla vitae risus dapibus rutrum nec ac dolor. Ut gravida tempor interdum. Fusce consectetur tempor tortor, vel tempus. 11

7 Anonymous Feedback Acme Incorporated 6 Responses Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi et tellus eget purus molestie suscipit eu et turpis. Proin placerat, lacus sit amet viverra egestas, mi justo sodales neque, ut faucibus leo est eu enim. In hac habitasse platea dictumst. Proin ut nulla vitae risus dapibus rutrum nec ac dolor. Ut gravida tempor interdum. Fusce consectetur tempor tortor, vel tempus. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi et tellus eget purus molestie suscipit eu et turpis. Proin placerat, lacus sit amet viverra egestas, mi justo sodales neque, ut faucibus leo est eu enim. In hac habitasse platea dictumst. Proin ut nulla vitae risus dapibus rutrum nec ac dolor. Ut gravida tempor interdum. Fusce consectetur tempor tortor, vel tempus. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque eu tortor ac augue ultrices ornare. In convallis ligula vel diam dignissim vitae tristique ligula dignissim. Vestibulum porta tincidunt tincidunt. Nunc tortor sem, gravida vel pulvinar vestibulum, aliquet consequat erat. Donec fringilla, dolor in mollis malesuada, tortor eros pretium quam, blandit laoreet justo nibh quis mi. Morbi ac sapien magna. Aenean massa nisi, placerat vel ornare non, luctus at libero. Proin ut odio elit. Etiam fermentum nibh eu sem dictum id accumsan massa condimentum. Donec tempor consequat odio, eu consequat arcu posuere a. Etiam orci odio, mollis eget malesuada adipiscing, euismod eget eros. Sed vitae porttitor enim. Maecenas dolor urna, consectetur quis laoreet nec, aliquam id justo. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque eu tortor ac augue ultrices ornare. In convallis ligula vel diam dignissim vitae tristique ligula dignissim. Vestibulum porta tincidunt tincidunt. Nunc tortor sem, gravida vel pulvinar vestibulum, aliquet consequat erat. Donec fringilla, dolor in mollis malesuada, tortor eros pretium quam, blandit laoreet justo nibh quis mi. Morbi ac sapien magna. Aenean massa nisi, placerat vel ornare non, luctus at libero. Proin ut odio elit. Etiam fermentum nibh eu sem dictum id accumsan massa condimentum. Donec tempor consequat odio, eu consequat arcu posuere a. Etiam orci odio, mollis eget malesuada adipiscing, euismod eget eros. Sed vitae porttitor enim. Maecenas dolor urna, consectetur quis laoreet nec, aliquam id justo. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque eu tortor ac augue ultrices ornare. In convallis ligula vel diam dignissim vitae tristique ligula dignissim. Vestibulum porta tincidunt tincidunt. Nunc tortor sem, gravida vel pulvinar vestibulum, aliquet consequat erat. Donec fringilla, dolor in mollis malesuada, tortor eros pretium quam, blandit laoreet justo nibh quis mi. Morbi ac sapien magna. Aenean massa nisi, placerat vel ornare non, luctus at libero. Proin ut odio elit. Etiam fermentum nibh eu sem dictum id accumsan massa condimentum. Donec tempor consequat odio, eu consequat arcu posuere a. Etiam orci odio, mollis eget malesuada adipiscing, euismod eget eros. Sed vitae porttitor enim. Maecenas dolor urna, consectetur quis laoreet nec, aliquam id justo. Lorem ipsum dolor sit amet, consectetur adipiscing elit. Quisque eu tortor ac augue ultrices ornare. In convallis ligula vel diam dignissim vitae tristique ligula dignissim. Vestibulum porta tincidunt tincidunt. Nunc tortor sem, gravida vel pulvinar vestibulum, aliquet consequat erat. Donec fringilla, dolor in mollis malesuada, tortor eros pretium quam, blandit laoreet justo nibh quis mi. Morbi ac sapien magna. Aenean massa nisi, placerat vel ornare non, luctus at libero. Proin ut odio elit. Etiam fermentum nibh eu sem dictum id accumsan massa condimentum. Donec tempor consequat odio, eu consequat arcu posuere a. Etiam orci odio, mollis eget malesuada adipiscing, euismod eget eros. Sed vitae porttitor enim. Maecenas dolor urna, consectetur quis laoreet nec, aliquam id justo. 25

8 by Department Acme Incorporated All categories are rounded to the nearest 5. Finance Human Resources Research and Development Facilities 90% 87% 85% 83% 80% 85% 85% 83% 87% 100% 95% 80% 83% 83% 83% #1 Performance Management #1 Employee Development Manufacturing Marketing IT 80% 80% 75% 70% 60% 95% 80% 80% 73% 50% 80% 65% 75% 67% 63% #1 Employee Development #1 Employee Relations #1 Engagement 26

9 Employee Development by Department Summary Acme Incorporated 25 Responses Employee Development (Service Gap Score) The following charts rank departments from underserved to over served for this core service. This chart allows you to see the spread of satisfaction and the Service Gap for each department related to this core service so you can make a informed decision on aligning resources. Department Service Gap Score Rank Marketing 3 Facilities 1 Service Gap Score - Importance < 0 When importance outweighs satisfaction, departments are being under-serviced. The larger the gap, the greater the difference between satisfaction and importance. Aim to close service gaps to increase the effectiveness in these departments. 2 Human Resources 1 Manufacturing 1 Service Gap Score - Importance > 0 When satisfaction outweighs importance, departments are satisfied with this specific core service relative to the importance ranking. There may be room to reallocate resources, but be sure to maintain high satisfaction and improve medium to low satisfaction in the long-term. 3 # Highest Importance Indicates that this core service was ranked between 1st and 4th most important for the department. 3 # Medium Importance Indicates that this core service was ranked between 5th and 9th most important for the department. Finance 6 Research and Development 5 # Low Importance Indicates that this core service was ranked between 10th and 12th most important for the department. IT 8 31