creating a culture of service excellence through … a...in angie's tree time, she enjoys...
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Creating a Culture of Service Excellence through Improved Employee Engagement
Matt Johnson, MA, MBA
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What is Employee Engagement?Passionate about jobCommitted to the organizationPut discretionary effort into their work
Employee engagement is not the same as employee satisfaction
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The cost of replacing an individual employee can range from
one-half to two times the employee's annual salary.
Fifty-two percent of voluntarily exiting employees say their
manager or organization could have done something to
prevent them from leaving their job.
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Key elements to help strengthen employee engagement.
Build relationshipsDaily rounding One-on-one meetingsHave Team Building Activities
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Key elements to help strengthen employee engagement.
Build relationshipsDaily rounding One-on-one meetingsHave Team Building ActivitiesRecognize/reward
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Measuring Employee EngagementOne-on-one MeetingsPulse SurveysMonitor Turnover Rate
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“Employees who believe that management is
concerned about them as a whole person – not
just an employee – are more productive, more
satisfied, more fulfilled. Satisfied employees mean
satisfied customers.”– Anne M. Mulcahy, former CEO of Xerox
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Formula for Measuring Employee Turnover
Sample Inputs Sample CalculationPeriod of Time: Fourth QuarterTotal Employees at Beginning of Q4:24Total Employees Terminated in Q4: 4
24 – 4 = 2020 / 24 = .83.83 x 100 = 83%