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DOING THE BASICS BRILLIANTLY Christopher Higgins GSK | Commercial Analytics Director September 13, 2016 Listening to Employees Pays Off for Real Estate & Facilities
DOING THE BASICS BRILLIANTLY
Christopher Higgins
GSK | Commercial Analytics Director
September 13, 2016
Listening to Employees Pays Off for Real Estate & Facilities
2
Who we are
Putting patients and consumers first
Pharmaceuticals
Vaccines
Consumer
Healthcare
We develop and make medicines to
treat a range of conditions including
respiratory diseases and HIV/AIDS
4bnPacks of
medicines
in 2014
We research and make vaccines for
children and adults that protect
against infectious diseases
800mDoses of
vaccines
in 2014
We make a range of consumer healthcare
products in four categories: Wellness, Skin
health, Oral health and Nutrition
18bnPacks of
consumer
healthcare
products in 2013
3
Worldwide Real Estate & Facilities (WREF)
What we do for GSK
782 properties in
117countries
55 million
square feet
WREF
manage FM
in Europe,
US and
APAC
More than
110,000 people
working in 117
countries
How do you know your
Customers (Employees)
are happy with your
service?
5
What we thought we knew – Food Service
Historical Perspective on Customer Satisfaction
We estimate c4,500 people experiencing a problem with this service every day globally which means
that the ability to improve access to this service is lost
In 2014 the
service received
only 22 negative
VoC22
When surveyed 32% had a
problem with this service.
32%
Survey
Estimation
c4,500 c14,000 people use the
service every day
Service Users
6
Customer Response at Point of Service
Customer Satisfaction Score
– Enables large volume of questions over an extended period of time but with little deep dive capability
– Best applied at point of service as immediate indicator on scale of 1 – 4
– Not a good indicator of future behaviours as can be ambiguous hence not suitable as stand alone survey
– Being used to measure satisfaction with none Remedy services – Happy or Not terminals
60
65
70
75
80
0
200
400
600
800
1000
1200
1400
1600
Time
Index
Results
Hourly Average
Very negative Negative Positive Very positive Index
15%
9%
17%59%
Total
Very negative % Negative %
Positive % Very positive %60 70 80 90 100
0 20 40 60 80 100
GSK Weybridge
Harlow R&D Site
GSK House
GSK Stockley Park
Ware R&D
GSK Stevenage
Index
Distribution
Comparison
7
Overall, how easy is it to get what you need
from the service, from start to finish?
Customer Effort Score
CES Score Principles
– Customer effort is a powerful predictor for future behavior
including identifying those who are more likely to spread
negative word of mouth
– Which services make their work life easier so they can
focus on work?
– Which services have too many hassles and make them
unusable?
– Which services increase loyalty and which don’t?
% Easy % Difficult CES
The Customer Effort
Score outperforms
the Net Promoter
Score and customer
satisfaction
measures in
predicting behaviour
Predictive Power for
Increased Spending
HighLow
High
Predictive Power for
Repurchasing/Using
CES
NPS
CSAT
8
How difficult is it for the customer to engage
Sample Survey Data
71%61%
57%47% 43%
38%
36%29%
-58.2-30.5
34.1
-26.5-44.3 -42.2
-8.7-0.7
-80.0
-60.0
-40.0
-20.0
0.0
20.0
40.0
Lab InstrumentSupport
Lab Services Fitness (on-site) Food Service Meeting Manager Audiovisual GroundTransportation
DocumentSolutions
Hard
Easy
Le
ss Im
po
rta
nt
Imp
ort
an
t
% Very Important Effort Score
How important or vital is the following service…Top 5
…Which of the following have you experienced your MOST significant problem with?
25% 24%
19%
14%
4% 3% 3% 2% 2%
Catering Housekeeping Maintenance Workplace moves& changes
Wastemanagment
Records Distribution &logistics
Groundsmaintenance
Pilot plantmaintenance
2 V
oC
this
Year
2,5
17 V
oC
this
Year
169 V
oC
this
Year
Top 3
9
Customer Effort Score
Other Data
– On your 5th GSK year your effort score jumps by 15 points. That’s 44% harder than the day before!
– Our highest qualified staff find it the hardest to get what they need. The majority sit in R&D who discover product.
-35.2
-39.9
-46.2
-45.3
-46.9
-48.9
-62.3
-64.4
-67.3
High school/secondary school (GED, GCSE,SSG, etc.)
College qualification (Diploma, A-levels,GNVQ, HND etc.)
Trade/technical/vocational training
Associate degree
Bachelor’s degree
Master’s degree
Professional degree (MD, JD, etc.)
Advanced graduate work or PhD
Prefer not to say
Education Level
-62.1
-34.6
-49.5-53.1-52.1
-56.8-53.4
Prefernot tosay
Lessthan 5years
5 - 10years
11 - 15years
16 - 20years
21 - 25years
25 yearsor more
GSK Tenure
10
Customer Enhancements
Meetings Service
Externalisation of
the system
Modifications to Smart
Working designs
Introduce the new
Quick Book
1 2 3
11
Customer Interface
Meeting Service
4
12
Customer Effort Score
Service Improvements
Increased healthy options
offers by 260% in US
Market Celebrate
Our
Success!
Improved AV support
response time by 50% in
RTP
AV Hotline introduced at
GSKH significantly improving
response time for issues
New shuttles introduced for
UM/UP sites
Self Check Out system
implemented at UP café
35% of US Meeting Rooms
upgraded (excluding Navy Yard &
Parsippany Sites)
538 Food Service
improvement actions
implemented US/UK
164 AV Service improvement
actions implemented US/UK
My Fitness Pal app introduced to US
market to track fitness and nutritional
info
Combo Meals introduced in
US cafes, providing cost
savings for bundled menu
offers
UP Fitness Center group
exercise floor upgraded and
reopened
Lab Coat pilot implemented UM
successfully, preparation for wide
scale roll out underway
Transport booking tool introduced,
eliminating the need to
re-enter data multiple times.
UK Food Service: Average
improvement of 20% in customer
journey time across UK sites
UK AV Service: 46% improvement in
# of room checks across sites from
Q1 2015 to Q3 2015
US Food Service Root Cause Analysis
results in improvement of average # of
monthly service improvements from 27.5 to
68 across US Sites.
US LIS 25.81% reduction in preventable service delayed related to
parts orders UK LIS improved response time within 24hrs of
request from 11% (Jan) to 76% (July)
MF
20
16
& B
eyo
nd
Optimization
Implementation
Standardization
Implementation
Standardization
Workshop
/ Service Review
Continuous
Improvement
Cycle
Market Force
Resurvey
Optimization
Review
Steady
State
Steady
State
Over 500
improvements &
cost reducing
initiates
including…
DOING THE BASICS BRILLIANTLY
Christopher Higgins
GSK | Commercial Analytics Director
Q&A
Listening to Employees Pays Off for Real Estate & Facilities
• Mobile: +44 (0) 782 7282 999
• Office: +44 (0) 208 0472 990
