人力資源管理-沃爾瑪人力資源咨詢資料-翰威特2024/3/12人力資源管理沃爾瑪人力資源咨詢資料翰威特AgendaWhyMeasureEmployeeEngagement?Wal-MartAssociateOpinionSurveyIntroductionSurveyBackground:WhyDoWeConducttheSurvey?ParticipantProfileSurveyMethodologyInterpretingtheResultsKeyFindingsEngagementResultsPositiveAreasNeed-to-improvedAreasBenchmarksandComparisonSuggestedInitiativesBestPracticesforAchievingSustainedEngagementResultsWhatWillImproveifEngagementScoreisIncreased?人力資源管理沃爾瑪人力資源咨詢資料翰威特WhyMeasureEmployeeEngagement?人力資源管理沃爾瑪人力資源咨詢資料翰威特ImprovingBusinessResultsThroughEngagingPeopleIndividualLifeGoalsandStrategiesIndividualCapabilitiesPeopleRequirementsandTalentStrategyEmploymentRelationshipPeopleManagementPracticesIndividualPrioritiesandEngagementEngagementBusinessResultsandStrategiesBusinessCapabilities人力資源管理沃爾瑪人力資源咨詢資料翰威特WhyEngagementMatters:

BusinessNeedsServiceQualityFeaturesProblemResolutionPrice/

RelativeValueEmployeeBehaviorRecom-

mendationRetentionExpansionBusinessPerformanceCustomerSatisfaction/

ValueCustomerValueDrivers人力資源管理沃爾瑪人力資源咨詢資料翰威特WhyEngagementMatters:

EmployeeNeedsEmployeeEngagementEmployeeBehaviorTurnoverRecommendEmployeesRecommendProducts/ServicesCreatenewProducts/ServicesCustomerServiceProductivityOpportunityQualityofLifeCultureTotalCompensationLeadershipRelationshipsWorkActivities人力資源管理沃爾瑪人力資源咨詢資料翰威特Wal-MartAssociateOpinionSurveyIntroduction人力資源管理沃爾瑪人力資源咨詢資料翰威特SurveyBackground:WhyDoWeConducttheSurvey?TheAssociateOpinionSurveyisaveryimportantpartoftheGrassRootsprocess.Itletsuslook,inanobjectiveway,athowassociatesfeelaboutworkingatWal-Mart.Itletsusmeasurewhetherwe’vedoneagoodjobovertimeofhelpingtomakeWal-Martabetterplacetowork.ItprovidesafoundationfortheGrassRootsmeetings,givingmanagersdirectionfortheirdiscussions.Andittellsuswheretoconcentrateourresourcesinordertoraiseourassociateengagementthemostovertime.人力資源管理沃爾瑪人力資源咨詢資料翰威特ParticipantsProfile–ByDivision人力資源管理沃爾瑪人力資源咨詢資料翰威特ParticipantProfile–ByGrade人力資源管理沃爾瑪人力資源咨詢資料翰威特EngagementSatisfaction人力資源管理沃爾瑪人力資源咨詢資料翰威特EngagementBackgroundConsistentlyspeakpositivelyabouttheorganizationtocoworkers,potentialemployees,andmostcritically,customers(currentandpotential)SayAnintensedesiretobeamemberoftheorganizationStayExertextraeffortandengageinworkthatcontributestobusinesssuccessStriveWhatisEngagement?Engagementisthestateofemotionalandintellectualinvolvementorcommitmentofanemployeetoanorganization.SignificantresearchandexperienceshowstrongevidencethathigherlevelsofEngagementcombinedwithappropriatecapabilityproducestrongerbusinessresultsandsustainablecompetitiveadvantage.Engagedemployeesareproductive,innovativeandtakeownershipoftheirresults.ThreekeybehavioursindicatestrongEngagement.人力資源管理沃爾瑪人力資源咨詢資料翰威特TheEngagementModelProceduresPoliciesProcessesValuingPeopleProcessesCompensationPayBenefitsPeopleSeniorManagementBusinessUnitManagerImmediateManagerCo–workersDiversity

OpportunitiesCareerOpportunitiesRecognitionTrainingQualityofLifeWork/LifeBalancePhysicalWorkEnvironmentSafetyLocationEngagementWorkIntrinsicMotivationInfluenceWorkTasksResources人力資源管理沃爾瑪人力資源咨詢資料翰威特IntheEngagementSurvey,employeesrespondedtoeachitembyindicatingtheirlevelofagreement/disagreementwithparticularattributesandbehavioursintheorganization.AnoverallEmployeeEngagementiscalculatedfromemployeeresponsestoasetnumberofquestions(seebelow).Thesequestions,indicatethedegreetowhichemployeeswill“Say”,“Stay”and“Strive”atthecompany:IwouldrecommendWal-Marttoafriendseekingemployment. Giventheopportunity,ItellothersgreatthingsaboutworkingatWal-Mart.

ItwouldtakealottogetmetoleaveWal-Mart. IrarelythinkaboutleavingWal-Marttoworksomewhereelse.

Wal-Martinspiresmetodomybestworkeveryday. Wal-MartmotivatesmetocontributemorethanisnormallyrequiredtocompletemyworkTheEmployeeEngagementscoreisthepercentageofemployeeswhoindividuallyscoredanaverageof>=4.5onSay,StayandStrivequestionsInterpretingtheEngagementScoreSayStayStrive人力資源管理沃爾瑪人力資源咨詢資料翰威特Sam’sClubThecombinedproportionofresponsesfor‘5’and‘6’(‘‘Agree’and‘StronglyAgree’)Resultsshownonthegraphicchartinthereportinclude:Thecombinedproportionofresponsesfor‘1’and‘2’(‘StronglyDisagree’and‘Disagree’).Theproportionofresponsesaseither‘3’,where‘3’is‘SlightlyDisagree’onthe6pointscale.Theproportionofresponsesaseither‘4’,where‘4’is‘SlightlyAgree’onthe6pointscale.Thecombinedproportionofresponsesfor‘5’and‘6’(‘Agree’and‘StronglyAgree’).HomeOfficeStoreTheproportionofresponsesaseither‘3’,where‘3’is‘SlightlyDisagree’onthe6pointscaleTheproportionofresponsesaseither‘4’,where‘4’is‘SlightlyAgree’onthe6pointscaleInterpretingtheDetailedResults

GraphsThecombinedproportionofresponsesfor‘1’and‘2’(‘StronglyDisagree’and‘Disagree’)Logistics人力資源管理沃爾瑪人力資源咨詢資料翰威特ReadingtheSummaryReportsTeamEngagement:HomeOfficeReportMyDepartmentMyDivisionTop20%ofdepartments*OverallResults(PercentageofEngagedEmployees)62%54%62%

EngagedAssociatesarecommittedtodoingtheirbestworkforWal-Mart.They: ?SAYgreatthingsaboutWal-Martandtheirfacility, ?WanttoSTAYatWal-Mart,and ?STRIVEtogoaboveandbeyondtohelpWal-MartandtheirfacilitysucceedTakingAction!Theseareareasthathavethehighestpotentialtoincreaseyourassociateengagementinyourfacility.You’llwanttofocusonthese.3AreasForAction…ToBestMotivateMyTeam(inorderofimportance)CareerOpportunities:IfeelIcanhaveagreatcareeratWal-MartRecognition:Ireceiveappropriaterecognition(beyondmypay)formycontributionsandaccomplishmentsStore/Club/DepartmentManagement:IseestrongevidenceofeffectiveleadershipfrommyManagementteam.MaintainThese!Theseareareasthathavehighpotentialtodecreaseengagementinyourfacility.You’llwanttomaintainwhatyou’recurrentlydoingright.3AreastoMaintain…KeepUptheGoodWorkinTheseAreas(inorderofimportance)MeaningfulWork:Igetasenseofaccomplishmentfrommywork.CompanyReputation:IamproudofwhatWal-Martgivestomylocalcommunity.WorkTasks:Itrulyenjoymyday-to-dayworktasks.人力資源管理沃爾瑪人力資源咨詢資料翰威特ReadingtheDetailReportThescoreofthequestionisthepercentageoftheemployeeswhomarktheresponseasfavorable.人力資源管理沃爾瑪人力資源咨詢資料翰威特KeyFindings人力資源管理沃爾瑪人力資源咨詢資料翰威特EngagementResultChinaOverallHomeOfficeStoresSam'sClubLogisticsFacilityNormsEngagementScore54%54%54%50%46%52%1.IwouldrecommendWal-Marttoafriendseekingemployment60%61%61%57%51%55%6.Giventheopportunity,Itellothersgreatthingsaboutworkinghere64%68%64%60%57%60%2.IrarelythinkaboutleavingWal-Marttoworksomewhereelse40%37%42%35%34%43%5.ItwouldtakealottogetmetoleaveWal-Mart81%84%80%79%73%59%3.Wal-Martinspiresmetodomybestworkeveryday49%47%50%46%46%63%7.Wal-Martmotivatesmetocontributemorethanisnormallyrequiredtocompletemywork.44%43%45%40%35%47%SAYSTAYSTRIVE人力資源管理沃爾瑪人力資源咨詢資料翰威特PositiveAreasCompanyReputationIwouldrecommendWal-Marttoafriendseekingemployment.IbelieveWal-Martisagoodcitizeninmycommunity.Wal-Martprovidesgoodjobsforpeopleinthisarea.IamproudofwhatWal-Martgivestomylocalcommunity.Giventheopportunity?Itellothersgreatthingsaboutworkinghere.ProcessWal-Mart'spoliciesandproceduresallowmetoprovidegreatcustomerservice.人力資源管理沃爾瑪人力資源咨詢資料翰威特Need-to-improveAreasCareerOpportunityIfeelIcanhaveagreatcareeratWal-Mart.IhaveenoughtimeforcareerdevelopmentPromotionsaregivenfairly.PayIunderstandhowpaychangesaredetermined.IampaidfairlyforthecontributionsImaketothecompany'ssuccess.Myperformancehasasignificanceimpactonmypay人力資源管理沃爾瑪人力資源咨詢資料翰威特Need-to-improveAreasManagementIfIhaveanissuewithbeingtreatedunfairlyintheworkplace?Iamconfidentthatourmanagementteamwilltakeappropriateaction.OurmanagementteamspendsenoughtimewithAssociates.Ourmanagementteamactsconsistentlywithwhattheysay.人力資源管理沃爾瑪人力資源咨詢資料翰威特BenchmarksandComparison人力資源管理沃爾瑪人力資源咨詢資料翰威特Hewitt’sNormativeDatabaseProfileNormativedatafromtheChinasectionofHewitt’sBestEmployersinAsia

Database(2005)(BEA)isprovided.Wal-Mart’sresultshavebeenbenchmarkedagainsttheChinamarketdataoftheoveralldatabase,whichincludestheresponsesfrom[]employees.Thisdatabasecontainsdatafrom78companiesrepresenting16industries.人力資源管理沃爾瑪人力資源咨詢資料翰威特TheBestEmployersinChina2005ThePortmanRitz-Carlton,Shanghai

Johnson&JohnsonMedical(China)Ltd.

ASIMCOTechnologiesLimitedChinaHotel,AMarriottHotelGuangzhouBeijingNovartisPharmaLtd.

ChinaHewlett-PackardCo.,Ltd.FederalExpress–DTWCo.,Ltd.TNTChina(Holding)Co.,Ltd.GuangdongNanfangLeeKumKeeHealthProductsCo.,Ltd.IntelChinaLtd./IntelProducts(Shanghai)Ltd./IntelProducts(Chengdu)Ltd./IntelChinaResearchCenter人力資源管理沃爾瑪人力資源咨詢資料翰威特Hewittconductedastudyofthe1,500organisationsfromitsglobalEngagementclientandBestEmployerdatabasetoexploretherelationshipbetweenEngagementandTotalShareholderReturn(TSR).EngagementandShareholderValue*Source:HewittAssociatesEmployeeEngagementandBestEmployerDatabase.*BestEmployersChina2005(75%)Destructive

ZoneUncertainty

ZonePerformanceZone

(Avg.TSR=20.2%)25%40%60%100%BenchmarkAverages**0%(Avg.TSR=-9.6%)Indifference

Zone(Avg.TSR=5.6%)RestofChinainBEC2005Study(50%)HighPerformers(61%)

TotalShareholderReturn

(TSR>20%from1999-2002)$$HewittEngagementDatabase(52%)**Wal-Mart(54%)54%人力資源管理沃爾瑪人力資源咨詢資料翰威特EngagementScoreComparison:Wal-Mart,BestEmployersandChinaNormsWal-MartChinaOverallBestEmployersNormsEngagementScore54%75%52%1.IwouldrecommendWal-Marttoafriendseekingemployment60%75%55%6.Giventheopportunity,Itellothersgreatthingsaboutworkinghere64%78%60%2.IrarelythinkaboutleavingWal-Marttoworksomewhereelse40%62%43%5.ItwouldtakealottogetmetoleaveWal-Mart81%86%59%3.Wal-Martinspiresmetodomybestworkeveryday49%79%63%7.Wal-Martmotivatesmetocontributemorethanisnormallyrequiredtocompletemywork.44%66%47%SAYSTAYSTRIVE人力資源管理沃爾瑪人力資源咨詢資料翰威特EngagementScoreComparisonSayStayStrive人力資源管理沃爾瑪人力資源咨詢資料翰威特WhatMakesTheBest,Best?BestEmployers

demonstratethreebasiccharacteristicsacrossallmarkets,includingChina:ConsistentlyinspiregreatperformancefromtheirpeopleManagetheirbusinessinwaysthatbuildlong-termsuccessandsustainabilityGooutoftheirwaytoensureemployeesfeelvalued人力資源管理沃爾瑪人力資源咨詢資料翰威特InspiringGreatPerformanceInspirationandsupportfromthemanagement.Seniorleadersandimmediatemanagersactasrolemodel,andpassionatelyandconsistentlyprovidesupporttothestaff.%EmployeesWhoAgreeandStronglyAgree

TheBestTheRestIseestrongevidenceofeffectiveleadershipfrommymanagementteam.73%40%Itrustourmanagementteamtoactethicallyandhonestly.75%49%Igetenoughgoodinformationaboutourorganization’sresultsandperformance83%49%MydirectSupervisor/ManagerprovidesthesupportIneedtodoagoodjob.75%49%人力資源管理沃爾瑪人力資源咨詢資料翰威特InspiringGreatPerformanceMotivatinghighperformanceachievementthroughrewards.

%EmployeesWhoAgreeandStronglyAgree

TheBestWal-MartIreceiveadequaterecognition(beyondcompensation)formycontributionsandaccomplishments68%36%Myperformancehasasignificantimpactonmypay62%27%Thisorganizationmotivatesmetocontributemorethanisnormallyrequiredtocompletemywork66%44%人力資源管理沃爾瑪人力資源咨詢資料翰威特InspiringGreatPerformanceBestEmployersbetterdefineandimplementstructure,policies,andresourcesthatenhanceproductivityandsupportachievementofbusinessobjectives.

%EmployeesWhoAgreeandStronglyAgree

TheBestWal-MartTheorganization’spoliciesandproceduresallowmetoprovidegreatcustomerservice.ThetoolsandresourcesIhaveallowmetobeasproductiveaspossible63%35%人力資源管理沃爾瑪人力資源咨詢資料翰威特Ensuring

EmployeesFeelValuedBestEmployerscreateemployeeownershipthroughtrustandempowerment.Leaderswalkthetalk.%EmployeesWhoAgreeandStronglyAgreeTheBestWal-MartIhavetheauthoritytomakethedecisionsnecessarytodomyjobwell61%49%人力資源管理沃爾瑪人力資源咨詢資料翰威特Ensuring

EmployeesFeelValuedBestEmployerscreateamorecompellingemploymentrelationshipbetweenemployeesandemployersbytreatingemployeesasvaluedassetsandpartners.%EmployeesWhoAgreeandStronglyAgree

TheBestWal-MartIammadetofeellikeavaluedmemberofthisorganization56%40%Igetasenseofaccomplishmentfrommywork74%49%Trainingopportunitiesareavailabletohelpmebuildnewskills.76%58%人力資源管理沃爾瑪人力資源咨詢資料翰威特SuggestedInitiatives人力資源管理沃爾瑪人力資源咨詢資料翰威特NeedWal-Mart’sinputtodevelop人力資源管理沃爾瑪人力資源咨詢資料翰威特BestPracticesforAchievingSustainedEngagementResults人力資源管理沃爾瑪人力資源咨詢資料翰威特WhatMakesTheBest,Best?TheBestEmployersinAsiastudyrevealsthatBestEmployers

demonstratethreebasiccharacteristicsacrossallmarkets,includingChina:BestEmployersconsistentlyinspiregreatperformancefromtheirpeople;BestEmployersgooutoftheirwaytoensureemployeesfeelvalued;andBestEmployersmanagetheirbusinessinwaysthatbuildlong-termsuccessandsustainability.人力資源管理沃爾瑪人力資源咨詢資料翰威特BestEmployersInspireGreatPerformanceHaveinplaceanorganizationalstructure,policiesandprocedures,andthetoolsandresourcesto:Enhanceemployeeproductivity,Createapositiveworkenvironment,andHelpthecompanyachieveitsgoalsCareaboutEmployeeperceptionsaboutthefairnesswithwhichtheyarerewarded.Leaderscountininspiringagreatperformancefrompeople:howleadersbehave,howtheirbeliefsshapetheirownactions,andhowwelltheycreateasenseofpassionandprideamongtheirpeopleareimportant.人力資源管理沃爾瑪人力資源咨詢資料翰威特BestEmployersValueTheirEmployeesEmployment‘deal’goesfurtherthanisnormallyexpectedsuchasfairandequitablerewards,opportunitiesforcareeradvancement,andasensethatemployeeinterestsaretakenintoaccount.Focusmoreeffectivelyonputtingsystemsandstructuresinplacethatsupportlearninganddevelopment.BeabletoattracttalentsbetterthanTheRest.RetaintheirtalentsbetterthanTheRest.人力資源管理沃爾瑪人力資源咨詢資料翰威特BestEmployersBuildSustainabilityforLongTermSuccessBuildstrong,successfulandsustainablebusinessesbyUsingbalancedscorecardorstrategicmeasurestomanagebusinessandforincentiveComp.;MeasuringtheeffectivenessofHRprogramsagainstemploymentbrandandrecruitmentprocedures;Usemorestrategicmeasurestomanagebusinessandforincentivecomp.incurrentcase.Takemoreeffortoneffectivelyattractingandretainingthesuitabletalents,whichwillalwayskeepthemwithcompetitiveadvantagesinthemarket人力資