HR Satisfaction Scorecard -...

Successful HR ModelMcLean & 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 Satisfaction Scorecard

PREPARED FOR Info-Tech Research Group

This report was prepared by McLean and Company for Info-Tech Research Group on 2015-04-15.

Data is comprised of 9 responses, including responses by: Kimberly Johnson, Melissa Brown, Amy Lewis, Nicole Miller, James Johnson, Karen Moore, Jason Brown, Mark Clark, Mary Davis

4 respondents did not complete the survey, including: Tracy King, Eric Thomas, Christopher Williams, Michael Wilson

Completion Rate

69%

Satisfaction

This Year Last Year

76% 5%

Value

This Year Last Year

79% 8%

Detractors (scored 1-6)

Neutral (scored 7)

Supporters (scored 8-10)

HR Support Breakdown = Supporters -Detractors

Net HR Support Score: SatisfactionHR SupportBreakdown

22%

Net HR Support Score: ValueHR SupportBreakdown

56%

HR Support BreakdownThe 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 unhappystakeholders who can damage your reputation.

HR Relationship SatisfactionRelationships are a key driver in stakeholder management. It is important that the business feels HR understands their needs andis getting enough communication

Relationship Satisfaction Last Year

NeedsSatisfaction with HR's understanding of your needs. 72% 11%

ExecutionSatisfaction with the way HR executes your requests and meets your needs. 70% 6%

CommunicationSatisfaction with HR communication. 73% 14%

Overall MetricsOverall Satisfaction and Value are keyindicators of the overall impression ofthe HR department. These metrics letthe HR leader determine at a glance ifthey are meeting the needs of thebusiness

Business Satisfaction and Importance for Core ServicesThe core services of HR are important when determining what HR should focus on. The most important services with the lowestsatisfaction offer the largest area of improvement for HR to drive business value.

Core Service SatisfactionImportance

RankingLastYear

Talent AcquisitionSatisfaction with talent sourcing, interviewing, and candidate selection 84% 4th 8%

Performance ManagementSatisfaction with the processes for performance reviews and goal setting 83% 12th 13%

HR TechnologySatisfaction with the information technology used to support HR processes 80% 6th 9%

Health & SafetySatisfaction with the programs used to promote a safe and healthy work environment 79% 1st 15%

Talent ManagementSatisfaction with the management of talent resources to meet current and futureorganizational needs

78% 11th 2%

Culture & InnovationSatisfaction with innovative HR practices and policies used to support the desiredorganizational culture

78% 9th 7%

Metrics & AnalyticsSatisfaction with the analysis of employee data for decision making 77% 10th 1%

Labor RelationsSatisfaction with the management of a unionized environment, which includes thenegotiation, maintenance and adherence to collective agreements

76% 7th 3%

Learning & DevelopmentSatisfaction with HR-facilitated internal training opportunities, skill advancement, internal roleprogression, etc...

74% 4th 13%

Employee RelationsSatisfaction with contract administration, negotiations, investigations, disciplinary processes,etc...

74% 7th 5%

Compensation & BenefitsSatisfaction with the compensation, benefits, rewards, and recognition used to attract andretain employees

74% 3rd 3%

EngagementSatisfaction with monitoring and improvement of employee engagement. 73% 2nd 2%

HR Satisfaction Scorecard Info-Tech Research Group 9 Responses

2

Facilities

60%

Research &Development

60%

Sales

70%

Marketing

70%

Operations

75%

Finance

80%

IT

80%

Alignment Metrics

Overall Trust in HR by DepartmentThe 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.

Showing 7 of 7 departments

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?"

Facilities

70%


70%

Finance

80%

IT

80%

Marketing

90%

Sales

90%

Operations

90%

Administrative Duties Capacity SatisfactionSatisfaction with the ability to get HR capacity to complete Administrative Duties

Capacity Satisfaction Last Year HR Support Breakdown: Satisfaction Support Score

82% 11% 78%

Ability to Deliver Effective Administrative DutiesSatisfaction with completed HR Administrative Duties ability to meet your business needs

Value Satisfaction Last Year HR Support Breakdown: Value Support Score

79% 6% 78%

Administrative Duties Capacity Satisfaction By DepartmentBelow are the most satisfied and least satisfied departments in regards to the capacity they receive from HR to complete HR

Administrative tasks.



60%

Marketing

70%

Finance

80%

Sales

80%

Facilities

80%

Operations

90%

IT

90%

Programs And Planning Capacity SatisfactionSatisfaction with the ability to get HR capacity to complete Programs And Planning

Capacity Satisfaction Last Year HR Support Breakdown: Satisfaction Support Score

80% 11% 67%

Ability to Deliver Effective Programs And PlanningSatisfaction with completed HR Programs And Planning ability to meet your business needs

Value Satisfaction Last Year HR Support Breakdown: Value Support Score

80% 16% 56%

Programs And Planning Capacity Satisfaction By DepartmentBelow 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.


HR Alignment and Capacity Scorecard Info-Tech Research Group 9 Responses

3

-21%

-19%

-9%

-1%

9%

22%

24%

26%

45%

52%

61%

75%

Service Gap ScoreThe chart below shows a comparison of satisfaction vs. Importance for all core services. Redbars with a negative score indicate an underserved core service. Green bars with a positivescore highlight core services that are potentially over-provisioned.

Service Gap Score

Health & Safety

Engagement

Compensation & Benefits

Learning & Development

Talent Acquisition

HR Technology

Employee Relations

Labor Relations

Culture & Innovation

Metrics & Analytics

Talent Management

Performance Management

Score: Satisfaction - Importance

Importance Variation Core Service Satisfaction Variation

Health & Safety

Engagement

Compensation & Benefits

Learning & Development

Talent Acquisition

HR Technology

Employee Relations

Labor Relations

Culture & Innovation

Metrics & Analytics

Talent Management

Performance Management

4 79%

5 73%

5 74%

6 74%

6 84%

6 80%

7 74%

7 76%

7 78%

8 77%

8 78%

9 83%

Importance Variation by Core ToolFocusing on core services have a high degree ofconsensus around a high importance score willhave a broad impact across the organization.

Satisfaction Variation by Core ToolOutlying satisfaction scores can artificially inflateor defalte the average satisfaction score. Whenthis occurs, take a closer look at specificdepartments that are pulling the score down toisolate the pain point.

Core Service Overview Info-Tech Research Group 9 Responses

4

Administrative Duties

Capacity Satisfaction Compared to Org. Last Year

90% 8% 20%

Value Satisfaction Compared to Org. Last Year

70% 9% 10%

Programs And Planning


70% 10% 10%


70% 10% 30%

HR Capacity and Value

HR Relationship SatisfactionRelationship Satisfaction Compared to Org. Last Year

NeedsSatisfaction with HR's understanding of your needs. 70% 2% 20%

ExecutionSatisfaction with the way HR executes your requests and meetsyour needs.

80% 10% 20%

CommunicationSatisfaction with HR communication 70% 3% 40%


Satisfaction

DepartmentSatisfaction

Compared toOrganization

100% 24%

Value

DepartmentValue


100% 21%

HR & Business Partnership Trust in HR Strategic Alignment

Alignment Metrics Department Organization


Core Service SatisfactionCompared

to Org.Importance

RankingLastYear

Compensation & BenefitsSatisfaction with the compensation, benefits, rewards, and recognition used toattract and retain employees

90% 16% 10th 10%

EngagementSatisfaction with monitoring and improvement of employee engagement. 90% 17% 1st 20%

Talent AcquisitionSatisfaction with talent sourcing, interviewing, and candidate selection 90% 6% 12th 20%

Culture & InnovationSatisfaction with innovative HR practices and policies used to support thedesired organizational culture

90% 12% 7th 40%

Talent ManagementSatisfaction with the management of talent resources to meet current andfuture organizational needs

90% 12% 5th 10%

Health & SafetySatisfaction with the programs used to promote a safe and healthy workenvironment

80% 1% 8th 20%

Metrics & AnalyticsSatisfaction with the analysis of employee data for decision making 80% 3% 2nd 0%

Learning & DevelopmentSatisfaction with HR-facilitated internal training opportunities, skilladvancement, internal role progression, etc...

80% 6% 3rd 0%

Employee RelationsSatisfaction with contract administration, negotiations, investigations,disciplinary processes, etc...

80% 6% 4th 10%

HR TechnologySatisfaction with the information technology used to support HR processes 70% 10% 6th 20%

Labor RelationsSatisfaction with the management of a unionized environment, which includesthe negotiation, maintenance and adherence to collective agreements

70% 6% 9th 0%

Performance ManagementSatisfaction with the processes for performance reviews and goal setting 70% 13% 11th 10%

Marketing Priorities for HR Info-Tech Research Group 1 Response

5



80% 2% 40%


80% 1% 50%



90% 10% 60%


80% 0% 50%





60% 10% 10%



Satisfaction



90% 14%

Value

DepartmentValue


90% 11%





to Org.Importance

RankingLastYear

Talent AcquisitionSatisfaction with talent sourcing, interviewing, and candidate selection 90% 6% 2nd 50%



70% 4% 7th 30%


70% 6% 4th 20%


70% 4% 1st 10%

EngagementSatisfaction with monitoring and improvement of employee engagement. 70% 3% 3rd 30%

Metrics & AnalyticsSatisfaction with the analysis of employee data for decision making 70% 7% 10th 30%


60% 14% 8th 20%



60% 18% 11th 10%


60% 18% 12th 10%


60% 19% 9th 20%

IT Priorities for HR Info-Tech Research Group 1 Response

6



80% 2% 0%


80% 1% 10%



80% 0% 10%


85% 5% 5%





70% 0% 10%



Satisfaction



75% 1%

Value

DepartmentValue


75% 4%





to Org.Importance

RankingLastYear


85% 6% 3rd 5%





80% 2% 12th 0%


80% 4% 2nd 0%


75% 1% 1st 5%



75% 3% 7th 5%


75% 1% 9th 5%

EngagementSatisfaction with monitoring and improvement of employee engagement. 70% 3% 9th 10%


70% 4% 5th 10%

Finance Priorities for HR Info-Tech Research Group 2 Responses

7

Feedback Provided By: Kimberly Johnson - ,

OVERALL SATISFACTION

Dept. Satisfaction: 75% Dept. Value: 75%

"What is your top suggestion for how HR can change or improve to better meet your needs? "

Kimberly Johnson - Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi et tellus eget purus molestie suscipit eu etturpis. Proin placerat, lacus sit amet viverra egestas, mi justo sodales neque, ut faucibus leo est eu enim. In hac habitasseplatea dictumst. Proin ut nulla vitae risus dapibus rutrum nec ac dolor. Ut gravida tempor interdum. Fusce consectetur temportortor, vel tempus.

PERFORMANCE MANAGEMENT

Department Satisfaction: 85% Importance Rank: 4th

"How can the HR department better meet your needs when it comes to performance management?"

No additional information given.

LEARNING & DEVELOPMENT

Department Satisfaction: 75% Importance Rank: 1st

"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? "


TALENT ACQUISITION


"What is your best idea for how HR can more effectively meet your business unit’s needs in terms of employee

recruitment and selection? "


EMPLOYEE ENGAGEMENT


"What is your best suggestion for HR to support and improve employee engagement within your business

unit?"


Finance Feedback Info-Tech Research Group

8



70% 12% 0%


70% 9% 10%



80% 0% 30%


70% 10% 10%





80% 10% 10%



Satisfaction



70% 6%

Value

DepartmentValue


70% 9%





to Org.Importance

RankingLastYear


90% 16% 1st 30%



80% 6% 11th 20%


80% 2% 4th 10%



70% 8% 5th 20%



70% 6% 8th 0%


70% 9% 6th 10%


EngagementSatisfaction with monitoring and improvement of employee engagement. 60% 13% 2nd 10%


60% 14% 3rd 30%

Facilities Priorities for HR Info-Tech Research Group 1 Response

9



90% 8% 20%


80% 1% 0%



90% 10% 30%


90% 10% 30%





70% 0% 0%



Satisfaction



70% 6%

Value

DepartmentValue


80% 1%





to Org.Importance

RankingLastYear




90% 11% 1st 20%


90% 12% 10th 10%


90% 12% 5th 20%


Talent AcquisitionSatisfaction with talent sourcing, interviewing, and candidate selection 80% 4% 3rd 10%


80% 4% 8th 10%


80% 6% 1st 0%


75% 1% 4th 25%



70% 4% 11th 40%

Operations Priorities for HR Info-Tech Research Group 2 Responses

10

Feedback Provided By: Melissa Brown - , Mary Davis - ,




Melissa Brown - Lorem ipsum dolor sit amet, consectetur adipiscing elit. Morbi et tellus eget purus molestie suscipit eu etturpis. Proin placerat, lacus sit amet viverra egestas, mi justo sodales neque, ut faucibus leo est eu enim. In hac habitasseplatea dictumst. Proin ut nulla vitae risus dapibus rutrum nec ac dolor. Ut gravida tempor interdum. Fusce consectetur temportortor, vel tempus.

Mary Davis - 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 plateadictumst. Proin ut nulla vitae risus dapibus rutrum nec ac dolor. Ut gravida tempor interdum. Fusce consectetur tempor tortor,vel tempus.










TALENT ACQUISITION

Department Satisfaction: 80% Importance Rank: 3rd




EMPLOYEE ENGAGEMENT



unit?"


Operations Feedback Info-Tech Research Group

11



90% 8% 0%


90% 11% 10%



80% 0% 0%Value Satisfaction Compared to Org. Last Year

90% 10% 10%





80% 10% 10%



Satisfaction



70% 6%

Value

DepartmentValue


70% 9%





to Org.Importance

RankingLastYear


90% 11% 1st 20%

EngagementSatisfaction with monitoring and improvement of employee engagement. 90% 17% 2nd 20%



90% 12% 3rd 0%





80% 6% 5th 0%


80% 2% 9th 10%


80% 6% 12th 10%


80% 4% 8th 0%


80% 6% 7th 0%

Sales Priorities for HR Info-Tech Research Group 1 Response

12



70% 12% 10%


80% 1% 10%



60% 20% 30%


60% 20% 30%





50% 20% 0%



Satisfaction



60% 16%

Value

DepartmentValue


70% 9%





to Org.Importance

RankingLastYear


Talent AcquisitionSatisfaction with talent sourcing, interviewing, and candidate selection 80% 4% 2nd 0%


70% 6% 7th 0%


70% 4% 10th 20%


70% 4% 8th 30%



60% 14% 1st 10%


60% 18% 12th 10%

HR TechnologySatisfaction with the information technology used to support HR processes 60% 20% 3rd 0%



60% 19% 4th 10%


50% 28% 9th 30%

Research & Development Priorities for HR Info-Tech Research Group 1 Response

13

Feedback Provided By: Amy Lewis - ,




Amy Lewis - 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 plateadictumst. Proin ut nulla vitae risus dapibus rutrum nec ac dolor. Ut gravida tempor interdum. Fusce consectetur tempor tortor,vel tempus.










TALENT ACQUISITION

Department Satisfaction: 80% Importance Rank: 2nd




EMPLOYEE ENGAGEMENT



unit?"


Research & Development Feedback Info-Tech Research Group

14

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 risusdapibus rutrum nec ac dolor. Ut gravida tempor interdum. Fusce consectetur tempor tortor, vel tempus.




Anonymous Feedback Info-Tech Research Group 4 Responses

15

Marketing

SATISFACTION

100%70% 70%

#1 Engagement

IT

SATISFACTION

90%80% 90%

#1 Employee Relations

Finance

SATISFACTION

75%80% 75%

#1 Learning & Development

Facilities

SATISFACTION

70%60% 70%

#1 Employee Relations

Operations

SATISFACTION

70%75% 75%

#1 Health & Safety

Sales

SATISFACTION

70%70% 80%

#1 Health & Safety

Research & Development

SATISFACTION

60%60% 50%

#1 Compensation & Benefits

Satisfaction by Department Info-Tech Research Group All categories are rounded to the nearest 5.

16

Department Service Gap Score Rank

IT 6

Finance 4

Facilities 10

Marketing 11

Research & Development 11

Operations 12

Sales 11

Service Gap ScoreSatisfaction - Importance < 0

When importance outweighs satisfaction,departments are being under-serviced. The largerthe gap, the greater the difference betweensatisfaction and importance. Aim to close servicegaps to increase the effectiveness in thesedepartments.

Service Gap ScoreSatisfaction - Importance > 0

When satisfaction outweighs importance,departments are satisfied with this specific coreservice relative to the importance ranking. Theremay be room to reallocate resources, but be sure tomaintain high satisfaction and improve medium tolow satisfaction in the long-term.

# Highest ImportanceIndicates that this core service was ranked between1st and 4th most important for the department.

# Medium ImportanceIndicates that this core service was ranked between5th and 9th most important for the department.

# Low ImportanceIndicates that this core service was ranked between10th and 12th most important for the department.

Performance Management (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 aligningresources.

Performance Management by Department Summary Info-Tech Research Group 9 Responses

17


IT 4

Finance 2


Facilities 8

Marketing 9

Operations 8

Sales 8








Labor Relations (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 aligningresources.

Labor Relations by Department Summary Info-Tech Research Group 9 Responses

18


IT 1

Facilities 1

Marketing 4

Finance 5

Operations 11


Sales 12








Employee Relations (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 aligningresources.

Employee Relations by Department Summary Info-Tech Research Group 9 Responses

19



IT 5

Marketing 6

Finance 5

Sales 6

Facilities 9

Operations 7








HR Technology (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 aligningresources.

HR Technology by Department Summary Info-Tech Research Group 9 Responses

20


Finance 1

Marketing 3

Sales 5

Operations 4

IT 8


Facilities 11








Learning & 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 aligningresources.

Learning & Development by Department Summary Info-Tech Research Group 9 Responses

21


Marketing 2


Finance 8

Operations 8

IT 10

Sales 10

Facilities 12








Metrics & Analytics (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 aligningresources.

Metrics & Analytics by Department Summary Info-Tech Research Group 9 Responses

22



Facilities 3

Operations 1

IT 7

Sales 7

Finance 9

Marketing 10








Compensation & Benefits (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 aligningresources.

Compensation & Benefits by Department Summary Info-Tech Research Group 9 Responses

23


Facilities 5

Marketing 5

Operations 5

IT 11

Sales 9

Finance 12









Talent Management (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 aligningresources.

Talent Management by Department Summary Info-Tech Research Group 9 Responses

24


Facilities 4

Sales 3


Finance 7

Marketing 7

IT 12

Operations 10








Culture & Innovation (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 aligningresources.

Culture & Innovation by Department Summary Info-Tech Research Group 9 Responses

25



IT 2

Operations 3

Sales 4

Facilities 7

Finance 9

Marketing 12








Talent Acquisition (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 aligningresources.

Talent Acquisition by Department Summary Info-Tech Research Group 9 Responses

26


Facilities 2

IT 3

Marketing 1

Sales 2


Operations 5

Finance 9








Engagement (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 aligningresources.

Engagement by Department Summary Info-Tech Research Group 9 Responses

27



Sales 1

Operations 1

Finance 3

Facilities 6

IT 9

Marketing 8








Health & Safety (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 aligningresources.

Health & Safety by Department Summary Info-Tech Research Group 9 Responses

28

Date post:	20-Mar-2018
Category:	Documents
Upload:	vantu
View:	215 times
Download:	0 times

HR Satisfaction Scorecard -...

Documents