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Results of Teamwork Surveys. Presented by The Human Resources Customer Service Advisory Team. Survey Purposes. To develop some quantifiable measurements to assess our performance related to our value of teamwork To use these measurements as a basis for benchmarks and goals

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Results of teamwork surveys

Results of Teamwork Surveys

Presented by

The Human Resources Customer Service Advisory Team


Survey purposes
Survey Purposes

  • To develop some quantifiable measurements to assess our performance related to our value of teamwork

  • To use these measurements as a basis for benchmarks and goals

  • To share the survey results as a catalyst for your involvement with HR Customer Service Advisory Team.


Survey method three online surveys three focus areas

Online Surveys

Intra

Internal

External

Survey MethodThree online Surveys / Three Focus Areas

Focus Areas:

Teamwork within HR Departments at District

Teamwork among the HR Departments at District

Teamwork between HR at District and other departments at District and the campuses


Survey participants

Intra

Internal

External

Survey Participants

Division of Human Resources

Employees at the District Office

Maricopa employees on the campuses and at the District Office other than Division of Human Resources employees



Thank you for your participation

Survey

Intra

Internal

External

Response Rate

74%

56%

23%

Thank You for Your Participation!

A typical survey response rate is 20%--We exceeded that on all surveys.

We GREATLY exceeded that rate on the Intra and Internal!



No opinion defined
No Opinion Defined

“When completing the survey, please avoid using the “No Opinion” rating except when you have absolutely no opinion on the subject or no contact or relationship with that department. Otherwise tell us how you see it! We need your candid feedback in order to make this process effective.”


No opinion rates summary

Intra Survey

Internal Survey

External Survey

No Opinion Rates Summary

Lowest Total No Opinion Rate of 4%

Total No Opinion Rate 25%

Highest Total No Opinion Rate 29%


Survey development
Survey Development

Approach to writing and presenting the survey items:

  • Retreat Feedback: District Office HR employees participated in an exercise to “design questions to measure the extent of teamwork in three focus areas.”

  • Key Performance Indicator (KPI) Sub Team: wrote the survey items based upon the Retreat feedback.

  • Expert Committee: a committee of six experts (Researchers with survey experience on the campuses and at the DO) reviewed the survey items and gave feedback.


Survey development cont d

Pilot Surveys: The Intra and Internal Surveys were taken by the members of the HR Customer Service Team as “pilots.”

Reliability Test: The expert committee tested the pilot surveys for reliability.

The surveys were approved by the Maricopa Institutional Review Board.

Survey Development Cont’d


Combining survey questions and responses into dimensions
Combining Survey Questions and Responses into Dimensions the members of the HR Customer Service Team as “pilots.”

  • The survey questions were grouped together by a characteristic or a “dimension” of teamwork that they were designed to measure.

  • Grouping the individual questions was done to enhance the measurement of a characteristic or “dimension.”

  • Dimension results are the totals of the responses to the individual survey questions in each group.


Teamwork dimensions
Teamwork Dimensions the members of the HR Customer Service Team as “pilots.”

  • P=Performance

  • R=Recognition

  • I=Information / Communication

  • D=Development

  • E=Positive Work Environment


Making a coherent story from the dimension findings
Making a Coherent Story from the Dimension Findings the members of the HR Customer Service Team as “pilots.”

  • Define the dimension

  • Give a few examples of the survey questions used to measure this dimension

  • Show a graph of the results

  • Examine:

    • Was the % Agree or Disagree greater in specific questions?

    • Was the % Agree or Disagree greater in specific departments?

    • Variations by Survey?


Performance defined
Performance Defined the members of the HR Customer Service Team as “pilots.”

  • Quality of work / number of errors

  • Meeting timelines / deadlines

  • Achievement of department performance standards / goals

  • Employees do their share, help when needed

  • Department leaders are supportive and helpful in getting the department’s work done


Performance questions
Performance Questions the members of the HR Customer Service Team as “pilots.”

  • The work units within your department consistently meet established timelines

  • The employees of the following HR Departments respond immediately to requests of an urgent nature.

  • The employees of the following HR Departments refer you to a Supervisor or next level Supervisor if the information or services that your need are outside their limits of authority.


Performance
Performance the members of the HR Customer Service Team as “pilots.”


Performance results overview
Performance Results Overview the members of the HR Customer Service Team as “pilots.”

  • #1 on the Celebration Scale!

  • Overall Disagree was not specific to any question or department

  • Greatest Disagree % and variation was among surveys in terms of time cycles: meeting timelines and our response time to our customers

    • Intra: 100% we meet our timelines “The work units within your department consistently meet established timelines.”

    • Internal: 7% Disagree that we “consistently acknowledge our customers requests within 24 hours.”

    • External: 13% Disagree that we “consistently acknowledge our customers requests within 24 hours.”


Recognition defined
Recognition Defined the members of the HR Customer Service Team as “pilots.”

  • Recognition of each department member’s contribution.

  • Opportunities to work on projects within and outside the department

  • Frequency of praise


Recognition questions
Recognition Questions the members of the HR Customer Service Team as “pilots.”

  • The employees of the following HR Departments acknowledge your efforts by saying thank you

  • Your supervisor encourages professional development by allowing employees to participate in projects outside their immediate area of responsibility

  • Public celebrations of success such as Bravos and Employee Recognition luncheons promote teamwork.


Recognition
Recognition the members of the HR Customer Service Team as “pilots.”


Recognition results overview
Recognition Results Overview the members of the HR Customer Service Team as “pilots.”

  • Very few recognition questions

  • Intra Survey: Strong disagreement to one question by one department: “Your Supervisor encourages professional development by allowing employees to participate in projects outside their immediate area of interest”

  • Internal Survey: Strong agreement on “Thank you.” The employees of the HR Departments acknowledge your efforts and say thank you.” Of the 72% who agreed--most “strongly agree.”


Information communication defined
Information / Communication Defined the members of the HR Customer Service Team as “pilots.”

  • Information sharing about the organization and its systems

  • Accurate / consistent / timely information

  • Effective and timely communication on policies and procedures

  • Supports expression of new opinions, ideas


Information communication questions
Information / Communication Questions the members of the HR Customer Service Team as “pilots.”

  • Information that pertains to your department is shared with all members of your department.

  • The employees of the following HR departments communicate clearly and in a positive tone.

  • The employees of the following HR departments provide you with the information or services that you need within their scope of responsibilities.


Information communication
Information / Communication the members of the HR Customer Service Team as “pilots.”


Information communication results overview
Information / Communication Results Overview the members of the HR Customer Service Team as “pilots.”

  • #1 on the Challenge Scale!

  • Disagree the largest % in this Dimension

  • Intra two questions: “Information that pertains to your department is shared with all members of your department,” and “Your department is well informed about what is happening in the District.”

  • For two departments the Disagree was equal to or greater than the Agree for the above two questions.


Development defined
Development Defined the members of the HR Customer Service Team as “pilots.”

  • Training and cross functional training

  • Professional and personal development


Development questions
Development Questions the members of the HR Customer Service Team as “pilots.”

  • You have been trained to help others in your department.

  • MCCCD offers training opportunities relevant to your needs.

  • You are able to participate in training opportunities relevant to your needs.


Development
Development the members of the HR Customer Service Team as “pilots.”


Development results overview
Development Results Overview the members of the HR Customer Service Team as “pilots.”

  • Second on the celebration scale!

  • Intra Survey: strong disagreement by one department on training relevancy and opportunities to participate in training.

  • Internal: Question on collaboration at Pre Employment and NEO got 42% no opinion

    • one of the largest no opinion %’s—but small disagreement percent.


Positive work environment defined
Positive Work Environment Defined the members of the HR Customer Service Team as “pilots.”

  • Cooperation among team members

  • Problem solving methods

  • Facilitates change


Positive work environment questions
Positive Work Environment Questions the members of the HR Customer Service Team as “pilots.”

  • The members of your department are willing to assist in projects outside their immediate area.

  • Mutually acceptable solutions are sought when miscommunications or problems occur.

  • HR Division meetings such as retreats for general information exchange and updates promote teamwork.


Positive work environment
Positive Work Environment the members of the HR Customer Service Team as “pilots.”


Positive work environment results overview
Positive Work Environment Results Overview the members of the HR Customer Service Team as “pilots.”

  • Second on the Challenge Scale!

  • Agree strong on positive attitudes, positive tones of voice and resolving disagreements.

  • Disagree was about “Change:” the implications of change for: training, work tasks, communication and most of all staffing.

  • Details to be explained shortly in terms of the HRCS Advisory Team Priority Matrix.


Linkages to hr customer service advisory team priority matrix
Linkages to HR Customer Service Advisory Team Priority Matrix

  • The “Priority Matrix” is a listing of short and long range HRCS Advisory Team goals in priority order.

  • Analysis by Key Items: The survey results support developing plans of action to achieve four of these goals.



Linkages meetings
Linkages-Meetings Matrix

  • #1 priority on the Priority Matrix –

    • “Monthly HR Staff Meetings with representatives from all departments”

Rate the Following activities in terms of how helpful they are in promoting teamwork:


Linkages customer service
Linkages-Customer Service Matrix

  • #2 on the Priority Matrix –

    • “Develop a customer service culture (mission, defined behaviors, metrics, rewards etc.)”

    • Some Sample questions:

    • The employees of this HR department:

    • Give customer service a high priority.

    • Contribute new ideas to resolving customer related matters.


Linkages customer service cont d
Linkages-Customer Service Cont’d Matrix

  • Maintain a positive approach when handling customer issues.

  • Remain calm and professional when handling customer service issues.

  • Are skilled in coming up with solutions to customer issues.


Linkages change
Linkages-Change Matrix

  • #3 on the Priority Matrix –

    • “Develop a change management model for how HR will conduct business to be inclusive of incremental change”


Change questions
Change Questions Matrix

  • You understand what you will do differently when the new methods are implemented.

  • If new skills or knowledge are required, you know what you will do differently.

  • Implications of the new methods for communication are addressed.

  • Implications of the new methods for staffing are addressed.

Before new technology, programs or procedures are introduced:


Change Results Matrix

Communication

Intra

69% / 21% / 10%

External

45% / 50% / 5%

Staffing

Intra

65% / 21% / 7%

External

46% / 45% / 9%

Do differently

Intra

79% / 21 % / 0%

External

61% / 39% / 0%

Training provided

Intra

77% / 13% / 0%

External

75% / 21% / 0%


Linkages hr websites
Linkages-HR Websites Matrix

  • # 8 on the Priority Matrix –

    • “Development of a web team and web page standards for consistency and focus on functionality of webpage”


Hr websites questions
HR Websites Questions Matrix

  • Four questions were asked about each departments web pages on the HR Website

  • Is it organized so you can locate your topic of interest?

  • Is it easy to read?

  • Do you refer employees?


Web Results Matrix

You refer employees

Intra

45%/21%/34%

External

50%/24%/26%

It is easy to locate your subject

Intra

71%/ 8%/21%

External

52%/17%/31%

Easy to understand

Intra

63%/ 9%/28%

External

52%/17%/31%


Next steps
Next Steps Matrix

  • Present the data specific to the departments to Mr. Crusoe for his review with the HR Directors and Managers.

  • Interpret the results in greater detail.

  • Make recommendations.

  • Establish benchmarks.


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