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February 2012 Quarterly Quality Forum - Employee Engagement

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How Employee Engagement Drives Quality Trase Miller Quarterly Quality Forum February 2012 Trase Miller All Rights Reserved
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Page 1: February 2012 Quarterly Quality Forum - Employee Engagement

How Employee Engagement Drives Quality

Trase Miller Quarterly Quality ForumFebruary 2012

Trase Miller All Rights Reserved

Page 2: February 2012 Quarterly Quality Forum - Employee Engagement

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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Page 3: February 2012 Quarterly Quality Forum - Employee Engagement

Employee Engagement Defined

An "engaged employee" is one who is fully involved in and enthusiastic about their workWill 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 &

performEngagement 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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Page 4: February 2012 Quarterly Quality Forum - Employee Engagement

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 jobsThey work with passion & feel a profound

connection Trase Miller All Rights Reserved

Page 5: February 2012 Quarterly Quality Forum - Employee Engagement

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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Page 6: February 2012 Quarterly Quality Forum - Employee Engagement

Employee Satisfaction – Word Cloud

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• 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

Page 7: February 2012 Quarterly Quality Forum - Employee Engagement

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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Page 8: February 2012 Quarterly Quality Forum - Employee Engagement

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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Page 9: February 2012 Quarterly Quality Forum - Employee Engagement

Customers Are People

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http://www.youtube.com/watch?v=2v0RhvZ3lvY

Page 10: February 2012 Quarterly Quality Forum - Employee Engagement

A Few Words on TMEC

Founded in 1996 – Same Mission TodayFunEvents and Recognition Community Service

Volunteers Coordinator = Pam now in 2nd year Current volunteers = 8/9

Your ideas to refresh

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Page 11: February 2012 Quarterly Quality Forum - Employee Engagement

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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Page 12: February 2012 Quarterly Quality Forum - Employee Engagement

The End

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Page 13: February 2012 Quarterly Quality Forum - Employee Engagement

Marketing Update – Modified Message

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• Painting with broader brush• LOYALTY

• Introduction of Tagline • We’re here to help you

• Authenticity • Enhancements from move• Align messages to mission

• Quality • More Reach

• Pinterest• YouTube


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