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EMPLOYEE ENGAGEMENT & PERFORMANCE IN THE PUBLIC SECTOR
Presented By Dr. Kwame R. Charles Director, Quality Consultants Limited 2007 Inaugural Caribbean Region Public Sector HR Conference June 19-21, 2007
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Employee Engagement & Performance In The Public Sector
OBJECTIVES To demonstrate the link between employee engagement and employee performance To share some Caribbean research and findings on employee engagement To identify some drivers of employee engagement that can, in turn, drive employee performance. To suggest some approaches to managing employee performance in the Caribbean Public Sector through employee satisfaction and engagement research and practice.
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PERFORMANCE MANAGEMENT SYSTEMS
Employee Engagement & Performance In The Public Sector THIS IS NOT ABOUT: PERFORMANCE MANAGEMENT SYSTEMS
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Employee Engagement & Performance In The Public Sector
THIS IS ABOUT: Managing Employee Performance and Optimizing Human Capital By Engaging Employees
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WHAT IS EMPLOYEE ENGAGEMENT?
Employee Engagement & Performance In The Public Sector WHAT IS EMPLOYEE ENGAGEMENT? The extent to which employees feel a sense of commitment to their organization, to its values, goals and objectives, and consciously and conscientiously work toward achieving those goals and objectives. The extent to which employees find value in their work, want to work and want to contribute to their organization’s success. The extent to which employees choose to invest their physical, mental and emotional energy in their work and their organization.
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LINKING EMPLOYEE ENGAGEMENT AND EMPLOYEE PERFORMANCE
Employee Engagement & Performance In The Public Sector LINKING EMPLOYEE ENGAGEMENT AND EMPLOYEE PERFORMANCE
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Employee Engagement & Performance In The Public Sector
LINKING EMPLOYEE ENGAGEMENT, EMPLOYEE PERFORMANCE & ORGANIZATIONAL PERFORMANCE MANAGEMENT PRACTICES Management/Employee Relations Leadership Style HR Practices Communication… Customer Service Customer Satisfaction Efficiency Effectiveness… ORG. PERFORMANCE EMPLOYEE ENGAGEMENT Commitment Satisfaction “Say, Stay, Strive” Talent Retention Performance Productivity Advocacy EMPLOYEE BEHAVIOUR
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CARIBBEAN RESEARCH ON EMPLOYEE SATISFACTION & ENGAGEMENT:
Employee Engagement & Performance In The Public Sector CARIBBEAN RESEARCH ON EMPLOYEE SATISFACTION & ENGAGEMENT: THE 2006 EMPLOYEE BENCHMARK SURVEY
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EMPLOYEE BENCHMARK SURVEY (EBS)
Employee Engagement & Performance In The Public Sector EMPLOYEE BENCHMARK SURVEY (EBS) Measuring employee satisfaction and engagement across organizations in the Region, to help them improve their performance through people and to identify EE norms, benchmarks and best practices.
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QC’S EBS RESEARCH Started in 2000 4 EBS conducted to date
Employee Engagement & Performance In The Public Sector QC’S EBS RESEARCH Started in 2000 4 EBS conducted to date Over 50 Regional Organizations Surveyed – primarily private sector Close to 30,000 Employees Surveyed Database of Employee Satisfaction and Engagement Norms and Benchmarks Identifying Best Practices in Employee Satisfaction & Engagement
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Leadership & Management Human Resource Management
Employee Engagement & Performance In The Public Sector EBS MEASURES Strategic Direction Leadership & Management Human Resource Management Management/Employee Relations Work Processes Internal Communication Supervision Job Satisfaction Customer Focus Change Readiness
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Conducted in February - November 20 Regional Organizations Surveyed
Employee Engagement & Performance In The Public Sector EBS2006 Conducted in February - November 20 Regional Organizations Surveyed Over 9,000 Employees Participated Web & Paper-Based Survey
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COUNTRIES REPRESENTED IN THE SURVEY
Employee Engagement & Performance In The Public Sector COUNTRIES REPRESENTED IN THE SURVEY ANTIGUA & BARBUDA ARUBA BARBADOS BONAIRE CURACAO GRENADA GUYANA JAMAICA SABA ST. KITTS/NEVIS ST. LUCIA ST. MAARTEN ST. VINCENT & THE GRENADINES SURINAME TRINIDAD & TOBAGO
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OVERALL RESULTS OVERALL RESULTS
Employee Engagement & Performance In The Public Sector OVERALL RESULTS OVERALL RESULTS
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PEOPLE SATISFACTION INDEX –
Employee Engagement & Performance In The Public Sector PEOPLE SATISFACTION INDEX – 55%
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Customer Focus Supervision Job Satisfaction STRENGTHS
Employee Engagement & Performance In The Public Sector STRENGTHS Customer Focus Supervision Job Satisfaction
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WHAT EMPLOYEES SAY WILL IMPROVE THEIR JOB PERFORMANCE
Employee Engagement & Performance In The Public Sector WHAT EMPLOYEES SAY WILL IMPROVE THEIR JOB PERFORMANCE
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FIRST THE BAD NEWS FINDINGS FROM OUR EBS EXPERIENCE
Employee Engagement & Performance In The Public Sector FINDINGS FROM OUR EBS EXPERIENCE FIRST THE BAD NEWS
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STRUCTURE Bureaucratic Functional Silos Chain of Command Pyramidal
Employee Engagement & Performance In The Public Sector STRUCTURE Bureaucratic Functional Silos Chain of Command Pyramidal Hierarchical
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CULTURE Weak Internal Communication Poor Management/Employee Relations
Employee Engagement & Performance In The Public Sector CULTURE Weak Internal Communication Poor Management/Employee Relations High Mistrust of Management – Management/Employee Disconnect Poor Human Resource Management Practices Poor Leadership and Management Practices
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LEADERSHIP AND MANAGEMENT
Employee Engagement & Performance In The Public Sector LEADERSHIP AND MANAGEMENT Autocratic Aloof Lack of Respect Lack of Fairness & Consistency of Treatment Power by Position Command & Control…
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NOW THE GOOD NEWS EBS FINDINGS
Employee Engagement & Performance In The Public Sector EBS FINDINGS NOW THE GOOD NEWS
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CULTURE Trust Open Communication Information Sharing Empowerment
Employee Engagement & Performance In The Public Sector CULTURE Trust Open Communication Information Sharing Empowerment Shared Vision & Values Progressive HR Practices Teamwork Employee Engagement
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LEADERSHIP AND MANAGEMENT
Employee Engagement & Performance In The Public Sector LEADERSHIP AND MANAGEMENT “Transformational Leadership” Respect for Employees Continuous Management & Employee Development Employee Involvement Employees as Partners Recognition & Reward
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2004 T&T PUBLIC SERVICE EMPLOYEE SURVEY
Employee Engagement & Performance In The Public Sector 2004 T&T PUBLIC SERVICE EMPLOYEE SURVEY By MORI
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SURVEY PROFILE Conducted in June 2004
Employee Engagement & Performance In The Public Sector SURVEY PROFILE Conducted in June 2004 All monthly- paid staff in the Central Civil Service of Trinidad & Tobago surveyed Over 13,000 Public Officers returned completed questionnaires Response Rate = 45%
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SOME KEY FINDINGS FROM THE SURVEY
Employee Engagement & Performance In The Public Sector SOME KEY FINDINGS FROM THE SURVEY
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STRENGTHS Commitment to the public service and its aims is high
Employee Engagement & Performance In The Public Sector STRENGTHS Commitment to the public service and its aims is high Very supportive of change and vision 2020 Want to be involved Job satisfaction is “average” Generally pleased with work-life balance Line managers seem to be good at ‘getting the job done’
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Employee Engagement & Performance In The Public Sector
CHALLENGES Public officers not likely to speak highly of the public service Poor awareness and understanding of corporate objectives & initiatives Dissatisfied with salary & benefits Line managers not providing sufficient support and feedback Dissatisfied with access to appraisal, training & promotion opportunities Many feel unfairly treated Dissatisfied with access to and credibility of information
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HOW DO WE “ENGAGE” EMPLOYEES?
Employee Engagement & Performance In The Public Sector HOW DO WE “ENGAGE” EMPLOYEES?
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Leadership: set clear objectives for the organization
Employee Engagement & Performance In The Public Sector FACTORS THAT DRIVE EMPLOYEE ENGAGEMENT (International Survey Research) Leadership: set clear objectives for the organization Development: provide employees with opportunities for professional development Communication: communicate effectively with employees Cooperation: build a culture of teamwork and partnering
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FACTORS THAT DRIVE EMPLOYEE ENGAGEMENT (Towers Perrin)
Employee Engagement & Performance In The Public Sector FACTORS THAT DRIVE EMPLOYEE ENGAGEMENT (Towers Perrin) Senior management’s interest in employees’ well-being. Challenging work. Decision-making authority Evidence that the organization is focused on customers. Career advancement opportunities The organization’s reputation as a good employer A collaborative work environment where people function well in teams Resources to get the job done Input on decision making A clear vision from senior management about success
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The organization’s care and concern for employees. Fairness at work.
Employee Engagement & Performance In The Public Sector FACTORS THAT DRIVE EMPLOYEE ENGAGEMENT (Walker Information) The organization’s care and concern for employees. Fairness at work. Feelings of accomplishment. Day-to-day satisfaction. Appreciation of ideas.
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THE BASIS FOR AN ENGAGED WORKFORCE:
Employee Engagement & Performance In The Public Sector THE BASIS FOR AN ENGAGED WORKFORCE: A CONTINUOUS JOURNEY OF REINFORCEMENT OVER TIME Pete Fornal and DiAnn Sanchez,
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IMPLICATIONS FOR PUBLIC SECTOR HRM
Employee Engagement & Performance In The Public Sector IMPLICATIONS FOR PUBLIC SECTOR HRM HR Managers should continuously measure and assess employees’ levels of satisfaction and engagement because they give warning signs of potential problems and because they influence behaviour. Employee satisfaction and engagement impact employee performance, retention, absenteeism and customer satisfaction… There appears to be a major disconnect in Caribbean organizations between managers and employees. Organizations need to build trust through frank and open communication.
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“What is the first step to Increasing Employee Engagement?”
Employee Engagement & Performance In The Public Sector INCREASING EMPLOYEE ENGAGEMENT “What is the first step to Increasing Employee Engagement?” Measure it! If you don’t measure it, you can’t manage it. If you can’t manage it, you can’t improve it. If you don’t improve it, you won’t improve employee performance.
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Quality Consultants Limited
Employee Engagement & Performance In The Public Sector Dr. Kwame R. Charles Quality Consultants Limited
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Employee Engagement & Performance In The Public Sector
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CHALLENGES OF ENGAGING EMPLOYEES IN THE PUBLIC SECTOR?
Employee Engagement & Performance In The Public Sector CHALLENGES OF ENGAGING EMPLOYEES IN THE PUBLIC SECTOR?
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Management/Employee Relations
Employee Engagement & Performance In The Public Sector Areas of Focus Communication Management/Employee Relations Leadership & Management HR Management
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