CIPD11 the CIPD Annual Conference In Manchester approaches

Its October already, and time to start thinking about the UK's largest HR related conference and exhibition in Manchester in November 2011.

Topics

The CIPD have introduced 4 new conference streams focusing on what they consider are the key areas of HR. 

Streams:

• Creating High Performing Organisation
• Building HR Capability
• Future-Fit for business
• Models for progressive leadership

Covering key areas:

• Change management
• Organisation development
• Recruitment and resourcing
• Talent development and leadership 
• Learning and development
• Performance management
• Employee benefits and reward
• Employee engagement

As well as these premium sessions, there is a wonderful array of free seminars taking place in the exhibition hall over the three days.

Ready to use off the shelf training materials

Ready to use “off the shelf” training resources

 

Are you looking for ready made training course materials?

 

As time goes on it is getting increasingly difficult to write material from scratch. Not that writing is difficult – but that the time to do so is becoming more and more difficult. Training solutions are needed this week, with little time to prepare effectively.

 

In addition it is not only trainers that are asked to design and deliver training courses, but HR and line managers.

 

With our ready made training materials it is all here for you, a complete kit:

• Facilitators guide with icebreakers and how to lead training sessions
• Leaders guide – step by step what to do and say
• Participant packs & handouts – ready for you to print and hand out
• PowerPoint slides ready for you to brand & customize 
• Certificates – ready to print 
• Activities, exercises and other resources as required

Most of our ready made & ready to use courses are half day duration, some are one day. They are easy to shorten or make longer as you need.

 

Day 2 at #cipd10 - Riding the waves of innovation

Looking at culture, diversity and innovation was Fons Trompenaars. It would be easy to dismiss Trompenaars as being out dated and out of context, but from what I recall of seeing Trompenaars some 12+ years ago his message has changed and kept fresh.

Trompenaars started out by saying that the “essence of innovation is to combine existing stuff in exciting ways”. He told stories of when his consulting firm would be asked to go in and work with firms that had just “come out the other side” of a major project with one of the big consulting firms. He said that often the client would take them around the firm and show off the IT solutions they have as a result of the work, his stated reply was “… yes but people live here”.

Describing our world as one full of bi-polar attitudes and thoughts. He cited as an example MBTI. Saying that can we only be Thinking or Feeling? Why not both? This statement resonated with many in the room. His view was that in order to innovate it was not about Thinking or Feeling – but Thinking WITH Feeling, or Feeling with Thought.



Trompenaars has strong views on a number of issues for example:



Research – is just academics quoting each other and going round in circles – what we need is “search” not “research”

Having “destroyed” MBTI (a familiar tool), he then went on to look at KAI – the Kirton innovation tool. Again criticised as being bipolar but more than that Trompenaars said that in his view Kirton has confused Invention for innovation. As a measure of inventiveness he agreed that the tool added value – but that innovation was more a function of invention AND Adaptiveness (another scale on the instrument). I found this particularly interesting, as I have thought this true since working with the Creatrix Innovation inventory. What Trompenaars described as innovation is clearly identified in the Creatrix the work of Byrd some 40+ years ago.

1. Individual or team?

The rest of the session was in essence looking at how we could help leaders to move from being bi-polar thinking – to duality – or “both and” approach. For example not the dilemma of individual creativity or team performance. He put the case that not only can we have both – but for future sustainability and growth we need both.

Overall some interesting ideas. How clearly his ideas are communicated in his book only time will tell.

My notes on this session were extensive and I will generate a bigger article in time.

 http://rapidbi.com/management/culture-to-ride-the-wave-of-innovation-cipd10/

day 1 - Delivering ambitious growth through your people

Day 1 - afternoon session - Beyond Survival – delivering growth through your people #cipd10










This was the last session of day one at this years CIPD annual conference. It was led by Carl McPhail CEO of New Look the large UK retailer.







After showing us a short (1min) promotional video showing the business time line from conception as a market stall to its current multi million operation. McPhail introduced the business as “always being about change” and that to be successful in a sustainable way “you need to engage with customers as well as employees”.







McPhail talked about the cycle of products, the number of times the average customer visited (on average twice a month) and the need to have new products on the shelf for every visit and a complete stock change every 8 weeks. He highlighted that just 5 partner suppliers provided 50% of all new products and that while many would consider this narrow supply chain as a risk, McPhail considers this to be a strength for both the supplier and themselves.







It was at this point that it really dawned on me – here is a CEO at a HR conference talking business not HR. the language he was using was more about profit, than retention or other HR measures. This was refreshing. It was not that he was ignoring HR – he wasn’t, what he was doing was truly integrating HR & the business.







McPhail went on to talk about the strategy to achieve their aggressive growth ambitions. It included the following:



Being the #1 in the retail market space

Aggressive targets

Sales & profits

Cash & returns

UK space

Product

Multi-channel

International

World class benchmarking

Obsessive customer focus

Best people





McPhail highlighted the last three:







Benchmarking, this is not within the sector to other retail providers – but best in class – logistics, finance etc

Customer focus, in that they have created social media channels, Facebook, “MyLook” – they own network, so that they can take temperature checks on a daily basis so that they can react to what the customer experience is.

Best People – McPhail himself says that he has his strengths and weaknesses, and that he knows his weaknesses and engages with the best people he can find (in and outside the business) to address this. The examples he gave was the introduction of online shopping and social media, as it was his team that recommended the change of channel.





On the people agenda – all leaders (himself included) have been assessed and personal development plans put in place. He said that he relied on his HRD to provide honest information on the people in the business and to act as a trusted adviser. The HR leadership approach aspires to provide:



Advice

Support

Trust

Integrity

Fun

Honesty



Overall this was a refreshingly honest and business led session (rather than many fad based sessions), good to hear the value a CEO puts on HR, when HR works with the leadership to deliver a successful business.

CIPD10 - annual conference

CIPD Annual Conference 2010 - #cipd10

This year as last the annual shin-dig of the Chartered Institute of Personnel & Development CIPD (the UK’s professional body for HR, HRD & OD professionals) is taking place at Manchester.
Some interesting sessions attended so far.
The introduction by Jackie Orme – the CIPD’s CEO set the scene for the event. Pointing out that for an organisation to be a success required a unique blend of both financial health of the business with an appropriate level of social responsibility.
The CIPD being both politically and sectorally independent puts the CIPD in a unique position. Orme highlighted the importance of putting the people agenda back at the centre of HR work, meeting both the business needs and the needs of the people to deliver the business.
Orme announces a package of changes to the CIPD member offer to further develop the support to members and their growth throughout their career, recognising that cost of CIPD services may have been a barrier in the past. New services and price revisions are taking place to address this.
Orme suggested that HR needed to be more insight led rather than policy led for the future success of both our profession and our organisations.
Keynote
Ram Charan
A charismatic professional that started out by asking how many people used powerpoint for such presentations.. then proceeded to spend the entire session “out in the participants” – not using any visual aids and engaging with people eye-to-eye. I suspect that some of the audience may have felt a little intimidated by this.
He had some great messages.
His first was that to be a good athlete they need to train – not just with complex kit, but doing the basics like press-ups. Now the athletes don’t like this but they do it as practice and practicing the basics is fundamental to success. Using the analogy we were challenged as to what are the boring basics we need to practice in HR/ HRD? He suggested that relationships, influencing are amongst those things – and do we practice them often enough?
The future of HR is as the trustee of the people – much like the CFO is the trustee of finance. This means we need to understand the talent we have, where each person adds value and where they do not, and to make sure that key decision makers are aware of the latent talent so that it can be retained, grown and deployed.
The key role HR has were stated as:
1)      to be the trustee of people
2)      recognise the potential in every leader in clear and specific ways (actions not competence)
3)      to find people and find a fit for them and to develop them (note the order – not what is traditional, putting people into roles!
For Hr to do this properly we must not rely on 360 and other measurements – the human brain is better at this, we need to see them in action – in the “day job”. We need to be able to spot leaders with “bandwidth” capacity.
As HR professionals, one thing that we can add strategically to the business is to be able to spot “social trends” occurring both inside and outside our organisations and look for the organisational relevance and inform business leaders. HR is better connected than many other functions to do this.
He stated the obvious and yet it seemed in context – WTHOUT PEOPLE YOU HAVE NO BUSINESS.
This session covered a lot – too much to put here – when I have digested this maybe there will be a longer piece!

#CIPD10 - The CIPD annual conference and exhibition 2010

It is now just a few short days away before the annual migration of HR professionals from all over the world to its annual conference and exhibition. For the second year running it now takes place in Manchester having spent over 20 years in Harrogate.

Thousands will be attending the exhibition run over 3 days and many conference sessions exploring all areas of HR.

HRD 2010 Day 2

Interesting session on "measuring the true valu of workplace learning"

This featured two case studies one from VW uk and the other from a yorkshire NHS trust.

Using the methodology of Jack Phillips both organisations seek to understand the business need first.

This is great but the NHS are only looking at learner and compliance data. They have yet to engahe other stakeholders (which they acknowledge is the next part of the journey) but they are not looking at real value ROI as they have no performance costs/ measures of what it costs or how long it takes to do individual tasks - will the culture of the NHS ever be there? 10+ yrs ago when i worked in the private healthcare sector we knew the costs of everything, so I know it can be done.

For L&D to really measure the value of workplace learning we needto work very closely with the operating units, know the cost of every process and be able to measure any change as the result of any intervention. I know we are years away from doing this in many public sector orgs, but if the people doing this activity really do believe they are adding value, then sooner or later they are in for a very big shock!

Posted from handheld device

HRD 2010 Day 1 - a recap

On arrival we were invited to input our registration code into a bank of touch screens (see prev post for photo) and collect our badges – this was a quick and easy process.

 

From here we had to walk around the closed exhibition area, up a flight of stairs to the gallery where pre-session coffee was being served. Looking over the gallery we could easily see the exhibiters making last minute adjustments to their stands. I don’t know who many stands fewer there were from last year, but the last time HRD was at Olympia it filled the main hall, the galleries and an upstairs smaller hall, this year it was contained all on the ground floor. A sign of the economic times?

 

Following on from previous years there are no plenary sessions at this conference so it is difficult to know the actual numbers of people attending, but there was a palpable buzz amongst conference visitors.

 

The first session I attended was Mee-Yan Chang-Judge on Organisational Development, and in particular on the needs and positioning of an OD plan

 

This lady is one of the most powerful communicators I have come across for some time. The session was run at over 200 miles per hour, In any other session I would have said the 50/60 slides would be death by powerpoint – but not in the hands and brain of Mee-Yan.

This was how to use powerpoint in a conference style setting – using them only as a visual aid.

Pausing only to take a breath and occasionally asking the audience “are you with me” before moving on faster and with more passion than before.

 

When I have had the opportunity to dissect my notes I will write a more comprehensive piece in the coming days – watch this space.

 

Coffee Break

This was held on the main exhibition floor, with several of these “coffee stations” it was quick and easy to be served – unlike some conferences where you have to queue for a long time. This also meant that there was time to look at parts of the exhibition areas (good for exhibiters) as well as network.

 

Lunch Time

For the first time I have attended a major conference I was surprised that no lunch was provided, whilst I know that this is a part of the economic downturn and cost saving activity 9like no conference bags etc – but we are used to that). For a ticket price of £1138 for two days (up slightly from last year £1163) you would have thought that a £5 day sandwich/ drink would have been included.

 

After hours Tweetup

This was an “informal” get together of HRD people active on twitter – or those that knew people active on Twitter. Around 20+ people attendes and went on for several hours and several beers!  - search the Twitter stream for info.

 

I will post more reflective comments on the sessions later…must get ready to leave for day 2!... see you there?

 

Mike

 

Welcome to HRD10

Booking in at Olympia is now automated.

having walked around the exhibition area, its closed at the moment, and up to coffee.

met up with one of the speakers, and when i asked him what he was talking about he had to look at the programme schedule to remember - I hope he remembers before his delegates arrive! I'm sure it will be great.

now sat in "role of OD strategy in sustainable devlopment"

more later

Free Networking at HRD 2010 #HRD

Are you going to this year’s CIPD Learning & Development event?  If you are looking to connect with people at HRD Then keep an eye on the MyEvent Networking Arena.

 

Day 1 - Wednesday 21 April

 

10:00-11:00  Career Coaching

Meet with Corinne Mills, Personal Career Management and discuss your future at work - get the guidance you need to progress.

 

10:50-11:15  Meet the Speakers

Spend some time with Eugene Sadler-Smith, University of Surrey and get answers to the questions on your mind.

 

11:15-12:15 Roundtable Discussion

Recruitment into HR: the challenges in attracting the brightest and best - have your say on this hot topic during a facilitated roundtable discussion.

 

12:40-13:40 Speed Networking

Build long-lasting business relationships in no time at all at our speed networking sessions.

 

12:40-13:00 Meet the Speakers

Spend some time with Wayne Clarke, Best Companies and Richard Cuthbert, Mouchel and get answers to the questions on your mind.

 

14:00-15:00  Roundtable Discussion

Shaping the Future: the role of leadership in sustained organisational performance - have your say on this hot topic during a facilitated roundtable discussion.

 

15:15-16:15  Career Coaching

Meet with Corinne Mills, Personal Career Management and discuss your future at work - get the guidance you need to progress.

 

15:10-16:00  Meet the Speakers

Spend some time with Simon McKenzie, Bridge and Alistair Elliott, Tesco Academy and get answers to the questions on your mind.

 

16.15-17:00 Speed Networking

Build long-lasting business relationships in no time at all at our speed networking  sessions

 

After hours…. TWEETUP

Or if you are into social networking how about going to the #HRD10 “Tweetup” – not as geeky as you might think. See http://tweetvite.com/event/HRD10-tweetup for details.

1700-… we all leave

The Cumberland Arms, 29 North End Road, Hammersmith, London

 

Day 2 - Thursday 22 April

 

10:00-11:00  Roundtable Discussion

Plugging the Skills Gap: how to deliver high quality internships - have your say on this hot topic during a facilitated roundtable discussion.

 

10:50-11:15  Meet the Speakers

Spend some time with Mike Harris, Garlik and get answers to the questions on your mind.

 

11:15-12:15  Speed Networking

Build long-lasting business relationships in no time at all at our speed networking sessions.

 

12:40-13:40 Career Coaching

Meet with Corinne Mills, Personal Career Management and discuss your future at work - get the guidance you need to progress.

 

12:40-13:15 Meet the Speakers

Spend some time with Nicky Garcea, CAPP and get answers to the questions on your mind.

 

14:00-15:00 Speed Networking

Build long-lasting business relationships in no time at all at our speed networking sessions.

 

15:15-16:15 Career Coaching

Meet with Corinne Mills, Personal Career Management and discuss your future at work - get the guidance you need to progress

 

 

Free seminars for HRD - day 2

Continuing form our previous post, listed below are the free seminars and workshops available for you to see on day 2 at HRD10.

Thursday 22 April 2010
09:45-10:45 Stream: Professional Development Zone

Introducing 'My HR Map' - CIPD's new online self assessment tool
Discover CIPD's new online self-assessment tool - My HR Map. Learn how you can use it to assess your capability against the activities, knowledge and behaviors in the CIPD HR Profession Map. See how you can plan your professional development with access to recommendations for development. ...more

Delivered by: Chartered Institute of Personnel and Development

10:00-10:30 Stream: Topic Tasters
Creating a culture of improvement: Trainer assessment and development beyond the happy sheet

Delivered by: Reed Learning

10:00-10:45 Stream: Learning Arena
The Scapegoat, the Trickster and You: navigating organisational change
Working with different organisational characters to deliver an expected happy ending can be a challenge. Whatever your role, join us and ensure you’re the sage, not the scapegoat.

Delivered by: Irving Allan

10:45-11:15 Stream: Topic Tasters
Zen and the Art of Mindless Learning
A short journey of exploration- what kind of learning experiences will create the capacities our organisations will need to prosper in the kind of business "ecosystems" they encounter today?

Delivered by: Jigsaw@work

10:45-11:45 Stream: Professional Development Zone
Maximising Your Own Learning
Move beyond action plans to get the most out of development opportunities, whether formal or informal.
Delivered by: MOL

11:00-11:45 Stream: Learning Arena
Unleashing Energy for Change with Physical Intelligence
Can movement transform the way people learn and engage? Learn about the concept of "I", try our body/brain workout, and experience Physical Intelligence, a new high impact development tool.

Delivered by: Companies in Motion

11:30-12:00 Stream: Topic Tasters
Future-Proof Organisations: The changing face of OD
OD must take into account the emerging need for organisations to recognise and embrace social and environmental issues alongside economic ones. We explore ways of achieving sustainable OD through leadership, dialogue and engagement.

Delivered by: Impact International

11:45-12:45 Stream: Professional Development Zone
New Look Membership & Qualifications - what's in it for you?
Hear about the new look CIPD membership and qualifications. Find out how they'll help you demonstrate and build your professional competence based on the knowledge, skills and behaviours required to be a successful HR practitioner.

Delivered by: Chartered Institute of Personnel and Development

12:00-12:45 Stream: Learning Arena
The Great Debate- coaching versus mentoring
Join us for an interactive discussion on the differences between Coaching and Mentoring as strategic development tools. Are we using the right tool for the right job?

Delivered by: Centre for People Development

12:15-12:45 Stream: Topic Tasters
Closing the Knowing-Doing Gap
People often know what they should be doing, but still don't do it. Knowing what should be done is not enough! 'FIT Science' is the next evolution in people/business development.

Delivered by: Exemplas Ltd

12:45-13:45 Stream: Professional Development Zone
Feedback Skills
Using this vital skill to improve both your own performance and that of others. ...more

Delivered by: MOL

13:00-13:30 Stream: Topic Tasters
It's All About You
Discover your own communication style and improve your understanding of others during this interactive workshop.

Delivered by: Rada Enterprises

13:00-13:45 Stream: Learning Arena
How to Put Your Audience to Sleep in 45 Minutes!
All of us need a little help with our public speaking from time to time. This energetic session offers top tools, tips and techniques to start the session properly, structure and deliver your presentation with the audience in mind and maximise your personal presentation style. ...more

Delivered by: Blue Beetle Limited

13:45-14:15 Stream: Professional Development Zone
Using Your Head at Work; the Hard Case for Soft Skills
The showcase will introduce a range of recent approaches to soft skills highlight some evidence form surveys and review some key issues.

Delivered by: Chartered Institute of Personnel and Development

13:45-14:15 Stream: Topic Tasters
In Shape for Development?- The experiential component of OD
Representing current and future organisational structure and dynamics using experiential tools allows stakeholders to explore, discuss and understand both the need for change, and the vision that OD is offering.

Delivered by: RSVP Design

14:00-14:45 Stream: Learning Arena
Mediation and Dispute Resolution Training: a drama-based approach
This drama-based presentation brings alive some key approaches to workplace mediation and dispute resolution. Attendees can formulate and even try out a number of approaches to a dramatised dispute.

Delivered by: UK Mediation

14:30-15:00 Stream: Topic Tasters
Not Just a Pretty Interface; aligning e-learning with business goals
Using case studies this session will illustrate how companies are successfully driving business growth and supporting corporate values through strategic implementation of e-learning. Maximizing adoption through stakeholder engagement, learning content design and evaluation. ...more

Delivered by: Information Transfer


14:45-15:45 Stream: Professional Development Zone
New Look Membership & Qualifications - what's in it for you?
Hear about the new look CIPD membership and qualifications. Find out how they'll help you demonstrate and build your professional competence based on the knowledge, skills and behaviours required to be a successful HR practitioner.

Delivered by: Chartered Institute of Personnel and Development

15:00-15:30 Stream: Learning Arena
'I Want to Give You Some Feedback'
People won't accept feedback if they don't believe it to be credible or accurate. If they won't accept it then has it been effective? How do you therefore encourage acceptance?

Delivered by: Management Pocketbooks

15:15-15:45 Stream: Topic Tasters
The Challenge of the Digital Native Generation
Current and next generation learners will present major challenges to HR over the coming decade. This presentation will stimulate discussion about those challenges and their implications. ...more

Delivered by: Serious Games Institute

15:45-16:45 Stream: Professional Development Zone
Buying in Training - How to ensure you get the training you deserve
This lively and interactive session using example, case study and discussion identifies the key issues that need to be addressed and covers the common mistakes L&D departments make when outsourcing.

Delivered by: Chartered Institute of Personnel and Development

16:00-16:45 Stream: Learning Arena
Green HRD: steps towards a green footprint
HRD now has to play a key role in improving the environmental performance of organisations. This session draws from a recent CIPD award winning paper for Best New Ideas and CETL award for Green Mentoring. Discuss, learn and develop individual and organisational steps to achieving a greener HRD culture.

Delivered by: Middlesex University Business School

HRD10 - this week at Olympia

With HRD 2010 returning to Olympia and only a few short days away have you planned your trip?

Listed below are the free seminars and workshops available for you to see on day 1.

Wednesday 21 April 2010
09:45-10:45 Stream: Professional Development Zone


Introducing 'My HR Map' - CIPD's new online self assessment tool
Discover CIPD's new online self-assessment tool - My HR Map. Learn how you can use it to assess your capability against the activities, knowledge and behaviors in the CIPD HR Profession Map. See how you can plan your professional development with access to recommendations for development. ...more

Delivered by: Chartered Institute of Personnel and Development

10:00-10:30 Stream: Topic Tasters
Could OD Make You a Better HR Practitioner?’
This session will discuss what is OD and what can it do for HR and the organisation? What makes OD difference from other change management solutions? And what skills do HR practitioners need to make sure they can support and deliver positive OD outcomes? ...more

Delivered by: Chartered Institute of Personnel and Development

10:00-10:45 Stream: Learning Arena
Communicate Effectively for Fun, For Free, For Forty-Five Minutes…..Fearlessly
Have you heard the one about the actor, the barrister and the magician? They're the team that will share their professional techniques to inspire you to communicate effectively with confidence and passion. ...more

Delivered by: Effective Communication Group,

10:45-11:15 Stream: Topic Tasters
Demonstrating the Non-tangible Benefit of Management Development Programmes
Quantifying the benefit of any management development programme is the hardest part of preparing a business case for the cost. Thames Water report the benefits accruing from an ongoing programme. ...more

Delivered by: Dove Nest Group

10:45-11:45 Stream: Professional Development Zone
Presenting your Case with Impact
Making sure your audience understand your message is key -helping them remember what you have said afterwards as they make decisions, accept your recommendations or change their behaviour is crucial. This session explores how to make an impact on your audience and make your message memorable. ...more

Delivered by: MOL
11:00-11:45 Stream: Learning Arena

How To Have A Difficult Conversation - a transactional analysis approach
Join our interactive session and learn how our mind set changes when we experience stress or pressure and how this may negatively impact our communication. Discover how Transactional Analysis can help you and your work colleagues manage this more effectively.
Delivered by: Learning Curve (TLC),

11:30-12:00 Stream: Topic Tasters
Creating 'Anywhere, Anytime' Learning
We will discuss how e-learning and video can help you reach more learners. We'll look at of how organisations, large and small, have reaped business benefits by creating a genuine 'anywhere, anytime' approach to learning. ...more

Delivered by: Video Arts

11:45-12:45 Stream: Professional Development Zone
New Look Membership & Qualifications - what's in it for you?

Hear about the new look CIPD membership and qualifications. Find out how they'll help you demonstrate and build your professional competence based on the knowledge, skills and behaviours required to be a successful HR practitioner. ...more

Delivered by: Chartered Institute of Personnel and Development

12:00-12:45 Stream: Learning Arena
Lie to Me - reading emotions and deceit through facial expressions
The ability to read emotions in others through micro and subtle facial expressions can be learned. This session will show you how.

Delivered by: Development Processes Group Plc

12:15-12:45 Stream: Topic Tasters
Self-Leadership- taking the initiative!
Develop your people to make the transition from responsiveness to responsibility; to take the initiative in idea generation, innovation and problem solving; tackle assumed constraints; collaborate; and recognise their Points of Power. ...more

Delivered by: Ken Blanchard Companies

12:45-13:15 Stream: Professional Development Zone
Are There Enough Hours in the Day?
A familiar cry from busy people everywhere, so how can we make best use of our time, achieve what we need and even more. This session considers how we use our time and shares some approaches to self management that can be put into practice straight away. ...more

Delivered by: MOL

13:00-13:30 Stream: Topic Tasters
Brilliant Decision Making
Getting decisions right- the first time- is increasingly important in today's stretched organisational environment. This talk will give potent and practical information to anyone who wants to consistently make top class decisions at work, and to encourage others to do the same.
Venue: Brilliant Decision Making -
Delivered by: NLP School

13:00-13:45 Stream: Learning Arena
Bring Alive and Sustain Learning - naturally!
Dull, boring, predictable- Don't blame the topic, engage the learner. This fun packed informative session is designed for trainers and presenters who dare to be different and have a passion for transformational learning. ...more

Delivered by: Tetramap

13:45-14:15 Stream: Topic Tasters
OD - why bother?
This session will help you to get a clearer fix on what OD is, what it is not and the different ways in which it is practised. Using Roffey Park’s own research and insights from its successful MSc in People and Organisational Development we will help you recognise and articulate the value that OD can bring to your organisation ...more

Delivered by: Roffey Park Institute Limited

13:45-14:45 Stream: Professional Development Zone
Buying in Training - how to ensure you get the training you deserve
This lively and interactive session using example, case study and discussion identifies the key issues that need to be addressed and covers the common mistakes L&D departments make when outsourcing. ...more

Delivered by: Chartered Institute of Personnel and Development

14:00-14:45 Stream: Learning Arena
Putting the Customer First – achieving lasting relationships.
Knowing and understanding your customer helps give you the skills to serve them effectively. How can you build on that success to generate trusting, valued relationships and develop customer loyalty to your business?

Delivered by: Steps Drama Learning Development Limited

14:30-15:00 Stream: Topic Tasters
10 Great Ideas to Turn Classroom Training into Exciting E-learning
With pressure on training budgets, many organisations are looking to convert classroom training to online learning. This session will cover 10 practical tips to help make this transition a success. ...more

Delivered by: Sponge UK

14:45-15:45 Stream: Professional Development Zone
Training with Vision – how to enhance your training courses with video
The role of video as a training tool is changing. With content now available in bite-sized chunks focussing on skills rather than a drama, trainer’s need to gain a new skill set of their own to be able to use these resources effectively. Terry Gillen, the CIPD DVDs’ originator and Series Consultant, shows you how to gain maximum value from them. ...more

Delivered by: Chartered Institute of Personnel and Development

15:00-15:45 Stream: Learning Arena
Why Won't People Listen To Me?
Do your ideas sometimes get dismissed? You have great thoughts but they don't always get taken forward. This session gives you practical tips on influencing others for impact. ...more

Delivered by: Hemsley Fraser Group Ltd

15:15-15:45 Stream: Topic Tasters
Selecting Coaches for the Generation Y Era and Beyond
What will new era coaches need to be capable of to support your emerging young talent? ...more

Delivered by: Unlimited Potential

15:45-16:45 Stream: Professional Development Zone
New Look Membership & Qualifications - what's in it for you?
Hear about the new look CIPD membership and qualifications. Find out how they'll help you demonstrate and build your professional competence based on the knowledge, skills and behaviours required to be a successful HR practitioner. ...more

Delivered by: Chartered Institute of Personnel and Development

16:00-16:30 Stream: Topic Tasters
Create, Load and Deliver Your Learning Content Using New Technologies
A look at how your organisation can begin to build a culture of collaborative and informal learning, engaging learners with your own content and utilising new technologies for learning and delivery. ...more

Delivered by: Working Manager,

The 16:00-16:45 Stream: Learning Arena
Short Activities can Initiate Change and Improve Performance. How?
Experience how short fun activities can, when well facilitated; introduce serious topics, stimulate personal thought, become a platform for personal and organisational change. ...more

Delivered by: MTa Learning

16:45-17:15 Stream: Topic Tasters
Leveraging Diversity for Competitive Advantage
Traditional approaches to diversity have focused on risk avoidance, today we will show you how to proactively create inclusive workplaces that get the best from your people and offer the best to your clients.

Delivered by: Impact International

17:00-17:45 Stream: Learning Arena
Experiential Learning at its Best
This session will facilitate a Teamscapes activity and a debriefing session that will demonstrate the power of Experiential Learning.

Delivered by: Sundial Group

17:30-18:00 Stream: Topic Tasters
The Challenge of the Digital Native Generation
Current and next generation learners will present major challenges to HR over the coming decade. This presentation will stimulate discussion about those challenges and their implications. ...more

Delivered by: Serious Games Institute

Around the exhibition

Throughout the conference I made several visits to the main exhibition area. The days of the mega stands have long gone, now its about business, not flash.

I noticed that many firms had freebies of varying types. Mostly  low cost sweets, mints etc. Some had stress balls, others stuffed toys - and then some had fresh juice, smoothies, coffee, massage and one a caricature artist.

I noticed that on day one there was a lot to have, however on the third and final day (morning) there was a lot less. So to those that had both planned well here is a photo montage of the stands and their offers...

SCALA and their free juice

DPG and their teddy bears

Tetramap & their wide range of stress balls

Imagine and their caricature drawing, ethical chocolate & beanie teddy bear

Blackrock and their black stress balls, mints and cakes - great brand colours - they stood out at this event

Simplyhealth & their massage

Other notable freebies included coaching sessions from Unlimited Potential

These providers made a focus of their 'give aways'. There were many more - but they were either 'uninspiring' such as the stands that had quality street or pens, some had gone to great effort to have things on the stand, but made it difficult for visitors to have them. here was a rumour that one stand had soft toy elephants - but there was little evidence that there were available as a 'general' give away.

While going around there were a couple of stands worthy of special mention:

The team at HR Recruitment Solutions for pro-actively fund raising for Guide dogs for the blind

TwitterJobSearch for being the first exhibitor to book a stand by twitter! @twitjobsearch

Closing Keynote - Panel session

Closing keynote


A new leadership paradigm



Vicky Wright opens the closing session

An inspiring event – socialising, networking… we needed a session for the end of the is to continue this theme.

What sort of leaders do we need for the sustainable futures of our orgs?



An engaging and powerful introduction.



The session will be presided over by John Humphries

Gave a humorous intro, providing an insight into the intelligence of leaders based on his experience as chair of Mastermind and interviewing as a hack.



Sir Christopher Kelly

Successful leadership is defined by results. His focus in his role in public sector is about ethical leadership

7 principles of public life

1. Selfless

2. Integrity

3. Honesty

4. Openness

5. objectivity

6. accountability

7. Leadership

See http://www.archive.official-documents.co.uk/document/parlment/nolan/seven.htm

Good orgs need to look at how they do things not just what they do

A healthy ethical culture is likely to build in public trust and more likely to engage with people.



When there is an absence of openness and trust you can only expect problems to occur – look at the situation in government around MPs expenses



JH – can you impose ethical standards? CK you need strong leadership, its difficult to impose.



Steve Easterbrook – McDonalds

Leadership – context & qualities

Context of leadership has changes over the last few years – and those that were successful are now falling by the wayside. The context is much more complex than it used to be. It is impossible to meet all stakeholders needs at the same time – the role of the leaders is to identify the right solution in a given context.

To succeed in the new paradigm – will need 3 qualities

1. Integrity

2. Collaboration

3. Sustainability



Its cannot be the icing on the cake – it needs to be the cake.

Things need to be ethical sustainable

Values led decision making, decisions must be taken at the front line – have the values and stick to them – it provides quick and consistent solutions.

The Google generation – they have answers at their fingertips. The new generation use collaboration.

The silver approach is no longer realistic. Business in the past could have changes their position with a marketing campaign or IT system – that is no longer the case.

Senior team need to take collaboration to a new level with their peers – its no longer about silo thinking at any level

A means of creating value in and with employees.

Collaboration does not mean decision making by committee or abdication – but open communication channels



“I’ve looked at all the statues in all the parts and I have yet to see a statue of a committee”

There comes a time when we need to stop raking over the ashes and allow the new people at the top to get on with the job in front of them – not behind then



A new paragigm not just for leadership, but for HR as well.



JH – can you move on while some of those that got us into difficulties are still in post

SE – there must be a limit and allow people to move forward.



Sháá Wasmund – http://www.smarta.com/ @shaawasmund

Historically leaders have been judged on results – recently many leaders have failed us. Where does that leave us?

Too much power in the hands of too few is a dangerous thing – but what are the options – democracy is not the best of systems – but the best we have

It will be interesting to see how social media will evolve in this area.

We are all in our own ways leaders – I want to see a future where leaders do not have the title – a future where we are all leaders and we all have responsibilities.

Stakeholders have changes

Old school thinking was a monolog – a one way communication – today things have changes – it is so very different and a dialogue



Tools like twitter share views and the importance of leadership starts to filter into every persons role.

The role of HR is changing, we can no longer look at leadership of the top few, but leadership of all employees, we need to develop these skills. Each and everyone of us lead in public life



Ethical leadership is vital as it will now be the public will judge through medis We must be genuine and honest. Do people lead out of authenticity or greed?

We will all be judges for this.

In this paradigm – we are at the beginning of the journey – not the end of it. Our responsibilities is for us to communicate these messages back to our orgs

We are all leaders – leaders without title

- - - - - -  - -

JH – what is this new paradigm? Lets go back to basics – what is this?

Leader have changed for single decision making, but now they need to facilitate



The context in which we operate requires a different type of leadership not just at the top – but throughout the org. you want leaders at every level and right across the org.

Its not just about the given service deliveries – not we have to do more – environment.

The speed of feedback and communications has increased and is more transparent



A paradigm shift is a change, a shift, evolution



You cannot control social media conversations but you can influence them, we need to be seen to engage with them. The public do not expect perfection, but they do expect humans



If you offer silence – people will fill it –

When in a hole – stop digging – the only difference now is the hole is much more visible than it has ever been.



The person that makes the decision, should be held responsible for that decision.



Change is faster, expectations higher, more people having their say.



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DRAFT post

Session L2 - Releasing your peoples creative genius

Session L2


Releasing your peoples creative genius

Karen Ver - Chair

Gordon Peterson –



Set the scene by measuring the energy in the group..

“has elvis left the building?”



Bono when going round asks “who is the elvis here?” what he is looking for is charisma, attitude

There is a little bit of elvis in everyone and our goal is to unleash the little bit of elvis in us

In pairs – face each other and looking at each other say I like you without smiling or laughing



As a Jedi – can you say “I love you” without laughing and smiling – they say it is impossible

There are some challenges that require us to use our social oomph



Told us a personal story of personal change, and how we often try to change but do not use the strategies that work and we wonder why.. we need to play to our strengths.

Innovation is about change, and sometimes we try to make change too early and not in the right context.



Introduces Yin/ Yang – all about balance.- doing-being

What gets lost in the doing stuff is the being how we do things.

Using simple mindsets can help us get into the mindset of



Productive creativity

The habit of doing new things to make a positive difference

Habit is counter intuitive – you don’t associate habit with doing nw things – you can build a habit of doing new things. Its not about crazytivity, its about something that can take us forward.



There is no right or wrong

Positive minded – you need a vision – how good are you and your organisations at killing ideas – 1-10

How do we kill ideas – write a report, do a business case, money, tried that before…. We are very good at killing ideas

Being able to nurture ideas is vital.



Story

walk along a path – 3 little shoots – a genie appears

choose one…

1. rose

2. oak tree

3. gorse

what do you do? – wait nurture? See what is growing and changing

easy to say – difficult to do



in pairs – person 1 comes up with ideas to make the cipd conf better next yr

person 2 answers everyone with yes.. but

Say in your pairs

Remember that you felt like

Person 1 offers ideas to improve the conference

Person 2 answers with yes… and – offers ways of building

Recap on how people felt

When someone craps on someone’s ideas you sapp their power

How often do you have conversations of the second type – less judge mental and more supportive.



You need to be clear of what you expect from people – this is what de-bonos 6 hats is about. Being clear means you need to be careful about the language you use.

When we ask the question “what do you think?”

A better q would be “how could we make this better?”



Chris kissing the fish – there is a story behind this chris never used to like fish, he would go to dinner parties and be offered fish & DECLINED it – people took pitty on him. One day he tried it as he was wondering what he was missing out on. He tried it, found he liked it



Getting Fresh

Do you travel to work the same way?

Fav restaurant/ dish

Read the same mag/ news paper

Even when staying away sleep on the same side of the bed.



Why do we stay with our habits/ favourites.

Studies show that we can recall almost every piece of data we have ever been exposed to. We can hold an unlimited amount of data..

Why might having a lot of diff ideas in your mind – when you are looking to solve problems, if you have different experiences you have a wider pool of ideas to select from – fresh ideas

Get fresh, explore the ideas, get a fresh perspective. Buy a diff mag, go a different way to work. Consider doing something different every day – this may be as simple as going into a shop you would not otherwise go into, read a mag of something different that you would chose to read



Lighten-up! – do something frivolous

REAL – a fav company of mine is IDEO

Philosophy –



Get people engaged, bring the idea to life

Ask yourself the question – how can you bring your idea to life

FAST

Virgin spent months looking at virgin cola for months – then one day righard branson on morning TV answered the question “what is next?” he said in 6 ½ weeks is virgin cola – none of the project team knew this and were shocked, but the team delivered 6 ½ weeks later!.



MOVEMENT

BIG – do it, say it – take a personal risk. If you wait you will miss the moment. Be brave. If you take something away from this week be brave – do something



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DRAFT POST

Workshop w10 Building Innovation Capability

Building Innovation Capability


Facilitated by Ian Plover http://www.businessofchange.com/ & Cris Beswick http://www.letsthinkbeyond.com/

22 people in the workshop where there were spaces for 32, strange as innovation is a key theme for many at the moment, I would have thought the session would have been full (31 people were expected)



Cris works in Innovation, Ian in Change management

Notes, flipcharts and other materials that are developed on the day will be sent to us later.



Ian gave the story of a former MD at Anglian Water that was your typical MD – unassuming, then took some time out & went to Harvard. When he returned he was gushing with ideas and drove change through involvement and participation.

Innovation as a tool – the challenge is to create an org that can thrive in a rapidly changing world.

Who feels that they work in an innovative org? many feel that they have innovation IN their org but not as a whole

Innovation is often seen as product or service and it is often seen to have covert teams at the top level that are innovative.

How do we increase or capacity for innovation?

To use innovation – we need to understand it.

1) innovation is not the sole domain of R&D, high tech industries or specialists

2) is not about being first

3) not about being the biggest and best



Innovation is about diversity – about people. Innovation comes from how we mix stuff together.

GM spent $8B on innovation/ R&D and they went bust – that is $1/4M per employee – but they did not innovate internally.

Strategy-people-community-physical environment-creativity-risk-leadership

Strategy – it has to be core of what we do. The word “innovation” has been bastardised by marketing teams which no longer add value. What we need to do is to pump people some value into innovation

Do you have a HR strategy? A business strategy – are they aligned?



People – as an MD I want great people – if we have poor people I want them out-quickly

Community – I want people thinking of the community in the org – doing things for other teams, not just their own – its about more than “culture” – Jim Collins – how can you be a help to others

Environment – Tom Peter – “cultivate great talent by creating great places to work-eliminate cubical slavery” look at Google, they have done things to make the workspace a place people want to be

Creativity – creativity is not about designers & wacky stuff – its about thinking differently – 20% time in Google – 20% of their time to work on ‘stuff’ they feel is the next….. this is Google giving people “white space” in their diaries. How can we give people time to help think differently? Create the environment and the time to use it.

RISK – the big one…. Risk is all relative – if we want people to be creative, if we want – mark Twain ”if you always do what you have always done..” If you don’t risk anything you risk everything. Risk is about what R&D do and call prototyping – they rarely get it right first time – they take risks, they have time for risks – but the final output is proven. Google “to organise the world’s information and make it universally accessible & useful” leadership is key to drive the vision.

Customers need to put the label “innovation” on something – not the creators…



Ian

The “Human Beings” department – rarely have I heard of HR & innovation mentioned in the same sentence

Thers is something about HR – we get on with the job and hide our lights under a bush. That is a shame as HR people are more innovative and we need to tell our businesses what we have done. If we want to be a real “business partner” we cannot wait for people to ask us – we need to take the imitative. You often see a FD on the right hand side of the MD – you rarely see HR on the left hand side.

12 yrs ago Ulrich said HR needs to be in 4 areas, HR are no good at selling ourselves – we need to learn the language of finance and marketing. David’s (Ulrich) message has never really be understood – HR has focused on T&C of work, it should be T&C of the work place. The only people that can make HR a business partner is for us to invite ourselves to the table – lead by doing and using business language.
HR is often seen as transactional, and until we change this we will never be a real “BP”
Interesting session – innovation in the org and political commentary about our role – innovation is a reason to be invited to the org

HR & Strategy

HR & People

HR & Community

HR & Environment – physical & psychological

HR & Creativity – how often are people allowed & told they are creative

HR & Risk – not about putting people lives at risk

HR & Leadership

Ulrick change agent is about changing the org in the area of human capital

Change through people not through gantt charts. No-one else in an org has the ability to change people like HR have.
Group task – brainstorm innovative areas – what great innovations have your done yourself, come across of heard of - nominate someone to feedback not to us but to everyone else in the room. – the ideas will be sent to us later.

Some innovative ideas –

1 + 3 = 5 one person carried 2 roles CEO & ops director (mat cover) devolved her roles to 3 managers where they did 5 months each, and the OPPs mgr on maternity was available to each of the managers. At the end of the period the company had significantly increased its Human capital
Confidence and competency

Keep-in-touch – diverse locations where people don’t meet, use of touch screen tech to allow people more access to intranets and social networks for people that are IT resistant

Proudly received – proudly given – a drive to share ideas openly

People want to be involved more – dialogue or monologue?

Incremental or radical innovation

If you put in the reward system people are more inclined to participate (but what is reward – we need to look at this) – In Qatar they pay managers extra to coach employees and the reward suggestion schemes with high value rewards – multiples of salary!

Tesco – where managers go “back to the floor” on a regular basis

We are about to go for a break – when you come back – leave your ‘HR’ hat outside and come back with a line manager hat on, without all the limitations of HR policy, regulations etc.


As managers – tell me what I can do – not what I cannot do

Exercise to build a culture where people want to work for and your customers want to spend money for.
We were given a scenario and asked to explore that in the context of the 7 steps from a business perspective – the what not the how at this stage.
Groups shared their thinking and ideas. This material will be “codified” and sent to us – I’ll add it here when we get it.
One concept that came up was based on the concept that Jim Collins mentioned which was to have a “not to do list” and from an L&D perspective and talent management perspectives what about having a “do not develop” list
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DRAFT post

Social media come of age at CIPD conference 2009

It’s the start of day three of the annual CIPD conference 2009 - the premier conference and exhibition for Human Resources in the UK.




Last night there was a small but important informal meeting of like minded people... a tweetup, more than 10 influential members of the institute met informally for the first time face to face

those that met included:

@joningham

@HRrecSolutions

@NAlexandrou

@stevebridger

@HRZone

@CIPD_Events

@HRPUK - a fellow lead of a (competing) HR group on LinkedIn

and of course yours truly... @rapidbi



we met @thenorthpolebar in Manchester



Also throughout the day there were meet up of : the CIPD communities group, the opportunity to meet some of the regular faces, the CIPDmembers group on LinkedIn met for lunch. People that have 'met' online start to meet and build alliances in the real world.



Why is this significant? In the press we often hear of HR functions blocking or barring social networking sites - well here is a group of professionals that met online, communicated, learnt from each other and then yesterday took the leap from virtual connections to real connections.



In a rapidly changing world HR and everyone in business need to think about communication, decision making and innovation in a different way. the future is very much about collabouation, and not just internal collaboration - but collaboration with anyone, anywhere that has the expertise and passion to contribute. The future of organisations is changing and it is likely that what is currently called "social networking" will be at the vanguard of change.



What is in a name?

Social networking as a label sounds like it is informal and an option - ell this is not so for the business world. We need to communicate and learn faster than we have ever done before, these online networks are the only technology available which can link and respond fast enough. So what should it be called?

• Business collaboration network

• business innovation networks

• business learning networks

• Human capital network

• competitive advantage network

Ok the last thing we as HR need is more jargon, however when the current name does not work for us, much like "Cif" or "Marathon" a re-brand is required.



The amount of Tweeting from this event is significant, and not from just one player - from many, most providing added value about key messages (some about marketing messages only), however most of those were exhibiting and this was 'fair game'.



This year marks more content published on blogs and twitter from 'peers' than from the HR press. I also believe that even in the coming weeks the word count from this event will outweigh that from the 'professional journalists' 3:1



There is also a difference in content. That published by many of the journalists seems to focus on political decisions and report outcomes - the 'bloggers' seem to be focused on content to help other learn from the event. This shift is an important one, and one that will grow- peer based content.



The future

The future of HR conferences in the UK will never be the same again. Organisers need to consider the needs of social networkers by providing:

• Event wide wifi - free and not timing out every 15 mins

• Power sockets to charge laptops/ smartphones

• Seating with tables for netbooks to allow bloggers to work more effectively

• Stop messages telling delegates to turn off mobile devices!

• Provide twitter streams to allow audiences to communicate with speakers

• Start to stream presentations on the web (if speakers refuse then do not use them!

• Provide more time in between session for networking - i.e. at least 1/2 hr between sessions

• Ensure there is always a Q&A session with the audience and speakers

session F1 Harnessing the power of social media in the workplace

Nick Shackleton-Jones - BBC
On-line learning at the BBC

Its not about getting the information out – its about their behaviour – if they care enough they will look it up.

When you share something memorable, you get the relationship to a different level
Social networking is not about technology its about connections and trust.

The model of wanting people to learn is all about data – we are not, humans are not like computers, we tend to remember things that have emotional references. We surround data with a sort of emotional metadata

Blogs are more authentic then newsletters – it’s a personal insight, it comes from the heart. Internal communications & blogs are technically the same but have more human, emotional links

Social learning technologies is a bottom up approach. Most learning is informal 80% so it makes sense to use social technologies to harness this.

Most effective learning is informal through stories (metaphor) i.e. don’t touch that button, I did that once and….

In history you got to be an expert by being around for a long time, now as things change faster, expertise belongs to those that know, and seniority is no longer relevant.

Nokia have a concept of reverse mentoring, where new people mentor more senior people on technology based issues.

Social networks

Generation y is not an age thing its an attitude thing.

Formal learning is not good for retention (see long tail graph) on the other hand informal learning retention increases, the trend is that for formal learning to be squeezed to only mandatory training.
Rapid development tools are on the increase, in time this will be much more co-created, and is in effect gaining ownership and the devolvement of training.

The new role of the L&D professional is to work with the champion to transfer skills and to assist/ project manage.
Wikis are ok, they are mostly used for information dump – there is little/ no emotional engagement.

Blogs are not used (in the BBC anyone can create one – they have 300) in the way people originally thought. These people are increasingly seen as thought leaders. The impact that these blogs have are greater then traditional communications. The blog enables the story behind the decision, not just the outcome, but the process. The human element.
These social networks provide people with the opportunity to contribute. There ideas and thoughts at a peer level. To drive contribution a competition was set and the best videos on the bbc MOO site are chose to be commissioned into programmes for bbc3

This approach uses a croudsourcing methodology.

Does it work

The truth is if you try to introduce one in your org it tends not to work, this is mainly as most people like to lurk, rather than contribute.

You need to drive the environment artificially (pump prime) so that people start to see and feel comfortable. Feed it with best practice content, open it up to comments, then open t so that anyone can contribute.

The biggest problem is that most orgs have not determined if they want it or if it is legitimate yet.
This requires a shift in the role of L&D, we need to stop being experts and be seen ore as curators and coaches.
The trick is not about technology, but to find someone with passion.

This enables agility

The best models of L&D take best practice and strive to share

These blogs and environments need to be ‘informal’ they do not work as well when they are seen to be official.


Elearning professionals group on Facebook run by nick, currently has over 5000 members.

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Draft post

Session D1 Beyond Employee Engagement

Rober Browton – Hay group insight

Clare Marriot – Rentokil pest control

 

 

 

Robert started by saying “hello Manchester”.. unfortunately the audience were not as engaging.

 

We were given the opportunity to talk with the person sitting next to us about yesterdays and our experience.

 

Robert wants our views on things.. is he expecting these things to be blogged or tweeted?

 

Today is about the idea of engagement and how you can measure it differently

 

Engagement is about unlocking peoples potential at work… what is your elevator pitch about it.. what does it mean to you? Passion, motivation, commitment were some of the ideas given from the floor.

 

Engagement is about enabling people to deliver there potential and the benefits it provides orgs..

 

The best orgs that do have EE are pulling ahead of the competition in the current downturn

 

84% of people say they are willing to help their team

 

85% say they are committed to helping their org to survive

 

People may think they are doing this – but are they actually doing it? Thought from the floor

 

63% feel their org is not appreciating the effort they are putting in

 

The leadership function is critical for engagement and having that engagement drive business performance and results.

 

To go beyond employee engagement we need to deliver – engagement-enablement-employee effectiveness. We need to look at a 4 box grid showing engagement-v-enablement

 

This matrix needs to be applied within the boundaries of the sector (i.e. finance) and to a lesser extent system limits.

 

 

 

Hand over to Clare

 

Clare gave on intro to the business and the scope that its 7000 people cover. With over 20 native languages, communication across the org can be a challenge.

 

Has earlier this year introduces new values – Service, Relationships, Teamwork – this was done to align all of the rentokil initial group. These were derived from global focus groups.

 

Measuring both customer and supplier engagement are linked and the org uses both for trend spotting and evaluation

  

With a show of hands 45-50% run staff surveys

 

30% use surveys to measure customer feedback

 

How many compare these two sets of results 5-10% - this beyond engagement is about looking beyond and customer surveys is a key part of this.

  

EE is linked to development of the brand of the company. Buy-in from the top of the business and BUMs for looking at EE was critical.

 

To gain the buy-in the key was to communicate, communicate, communicate and had conference calls every 2 weeks to manage and co-ordinate the process.

 

Communication included posters, reports. Powerpoint and this year an intranet site where the data is managed and feedback is available where resources are available for managers to help them improve key points. This is new this year but the group are excited about its possibilities.

 

Initial Rentokil run this annually in September and do the process on paper across the whole business. The survey window is 4 weeks long, and feedback is returned 3 weeks later.Rather than just feedback on the company, the system provides locally, and relevant results. The system produces powerpoint format presentation for each manager automatically

 

Recently the group has adopted the new Hay enablement survey as part of the process. Reports are produced for all teams greater than 5 people in size, this means that action is more likely to be taken on a team by team basis.

 

Response rates were 93% and have recently increased to 97% - this was much more than originally expected, this puts pressure on taking actions to deliver on survey findings.

 

Managers are targeted through objectives to improve results and included in every managers PDR

 

 

Key factors to make this work:

• Invest in the management of the programme 
• Attention to detail 
• Link to everything – data internal and external

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Draft post

 

Employee engagement surveys