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Stefan Osthaus
The Great People Index™Measuring the right employee things!
www.greatpeopleindex.com
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Customer Experience vs. Employee Experience
Analyzing and Improvingthe Customer Journey Map
Measuring and Improving the 4P of Employee Experience
www.greatpeopleindex.com
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The Right Team (Great People Index™)
Employee Loyalty (ENPS)
Are our employees loyal to the company?
Do we attract and retain the right people?
Loyal …
but great?
www.greatpeopleindex.com
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Net Promotor Score
Great for CX – Risks in EX
eNPS ACME Corp.Annual Perf.
Review
Annual Perf. Review
Won award
Acquisition announced
VP: „Only 9s & 10s are good“
New VP hired
New VP fired
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Pay Play Productivity Purpose
Measures contributing to the GPI™ (examples)
Salary comparison data Social budget Trainings delivered Charity hours served
Competitiveness of pay Participation in events Number of certifications Intrinsic driver match score
Bonus achievement Workplace score Patents Life balance score
Special services utilization Number of meals served Processes replaced Participants social programs
Rate of promotions Utilization of fitness center “I have what I need” score Voluntary attrition
Salary satisfaction Participation running club Submissions suggestion box Utilization family programs
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Great People Index™
Measure What Counts in Building a Great Team
100
110
120
130
140
150
160
170
GPI™ ACME Corp.
1 Measure 3 Measures 5 Measures 7 Measures
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GPI™ 100 106 110 107
Pay
Bonus achievement 720 (100) 100% 780 (108) 70% 804 (112) 60% 830 (115) 55%
Play
Workplace score 14 (100) 30% 16 (114) 20% 15 (107) 17%
Productivity
Trainings delivered 43 (100) 20% 35 (81) 12%
Purpose
Charity hours 230 (100) 16%
GPI™ Calculation Example
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GPI™ 100 106 110 107
Pay
Bonus achievement 720 (100) 100% 780 (108) 70% 804 (112) 60% 830 (115) 55%
Play
Workplace score 14 (100) 30% 16 (114) 20% 15 (107) 17%
Productivity
Trainings delivered 43 (100) 20% 35 (81) 12%
Purpose
Charity hours 230 (100) 16%
GPI™ Calculation Example
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GPI™ 100 106 110 107
Pay
Bonus achievement 720 (100) 100% 780 (108) 70% 804 (112) 60% 830 (115) 55%
Play
Workplace score 14 (100) 30% 16 (114) 20% 15 (107) 17%
Productivity
Trainings delivered 43 (100) 20% 35 (81) 12%
Purpose
Charity hours 230 (100) 16%
GPI™ Calculation Example
www.greatpeopleindex.com
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GPI™ 100 106 110 107
Pay
Bonus achievement 720 (100) 100% 780 (108) 70% 804 (112) 60% 830 (115) 55%
Play
Workplace score 14 (100) 30% 16 (114) 20% 15 (107) 17%
Productivity
Trainings delivered 43 (100) 20% 35 (81) 12%
Purpose
Charity hours 230 (100) 16%
GPI™ Calculation Example
www.greatpeopleindex.com
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GPI™ 100 106 110 107
Pay
Bonus achievement 720 (100) 100% 780 (108) 70% 804 (112) 60% 830 (115) 55%
Play
Workplace score 14 (100) 30% 16 (114) 20% 15 (107) 17%
Productivity
Trainings delivered 43 (100) 20% 35 (81) 12%
Purpose
Charity hours 230 (100) 16%
GPI™ Calculation Example
Tool-specific weighing factors
Index becomes more mature over time
Less fluctuating
Independent of time and frequency
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Great People Index™
Measure What Counts in Building a Great Team
100
110
120
130
140
150
160
170
GPI™ ACME Corp.
1 Measure 3 Measures 5 Measures 7 Measures
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Discussion
Frequently Asked Questions• Do we need to start or stop asking
eNPS?
• What if we don‘t have globally consistent data?
• Which KPIs would make-up our Great People Index™?
• Does GPI change our efforts in the EX field AGAIN?
• How much work and investment is needed for GPI?
Typical First Steps1. Employee Experience Audit
• delivers 4P-profile and data pool inventory
2. Corporate Value Inventory• undefined – communicated – lived
3. Great People Index v1 with Roadmap• pragmatic start to matching corporate values
www.greatpeopleindex.com
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Stefan OsthausManaging Director
experience5 GmbH
Daniel-Kircher-Str. 540822 Mettmann - Germany
www.experience5.de
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Phone: +49 - 2104 - 6409-370
Email: [email protected]
experience at your disposal
Customer Experience & Employee Experience Consulting
www.greatpeopleindex.com