February 24, 2016

Three workplace performance indicators that may make or break you ⁰

by Matias Rodsevich • Comment, Technology, Workplace, Workplace design

Want to find out how your business is performing? Setting and analysing performance indicators for your company is the best way to forecast and get on track with your business goals. Creating Key Performance Indicators will help you measure your company’s success. While choosing the right KPIs relies upon a good understanding of what is important to the organisation and its workplace , the question is what to focus on? Performance measurement is not just related to collecting data associated with a predefined performance objective or standard. It has to be considered as an overall management system involving prevention and detection in order to meet clients expectations of the service or product you’re offering. Many companies have different methods regarding performance measurement, so how you measure performance says a lot about your company’s objectives and will decide whether they make or break you.

There are two common types of performance indicators: financial and customer focused.

Financial indicators are the most commonly used metrics for performance including: revenue growth rate, net profit, return on investment, among others. In terms of employee performance these are often quantified using output related measurements. These can be useful for growing your company’s finances but companies that focus solely on profit related indicators often face an innovation problem.

A focus on financial goals can put pressure on managers to focus on short term profitability over creativity. Financial indicators also don’t provide a full picture of a company’s performance. Rather than taking risks on new ideas, these companies can become known for creating ‘one hit wonders’ that sell and repackaging past successes. Eventually, quality and customer satisfaction can become compromised and employee motivation drops.

Microsoft learned this lesson at the expense of its top spot in the tech world. Originally a leader in cutting edge technology, after 2000 it began slipping in the rankings against companies like Google and Apple with its inability to keep up with new trends. As these companies began producing paradigm shifting products like the iPhone and Google Maps, Microsoft continued to survive off of its updated versions of Windows Office. Financial indicators demonstrated the company’s shift in popularity but not the contributing factors.

Internally, Microsoft had taken a cut throat approach to performance management called stack ranking. In this system employees were ranked according to their performance, with the top being put in line for promotions and the bottom 5-10% being shown the door. Rather than boosting productivity, this system merely increased competition and discouraged teamwork. Ultimately, instead of being encouraged to collaborate on new ideas, employees had to focus on gaining favor to survive.

Customer success indicators are increasingly seen as the most important performance metric. Some of the main customer centred KPIs include: conversion rate, customer retention, Net Promoter Score (NPS), etc. Due to differing objectives, companies that focus on customer centred indicators focus more on gaining a loyal customer base by producing great quality products, utilizing different marketing techniques and emphasizing a strong customer support service.

An example of this is Riot Games’ ‘Free To Play’ games which helped them to gain a loyal customer base by allowing gamers to play some of their best games for free online. Zappos’ customer service is famous for providing unsatisfied customers with gifts and free shoes to improve their customer experience. Creating a customer service culture is an essential part of their business strategy and the focus of CEO Tony Hsieh’s book Delivering Happiness.

However, for companies that don’t take off straight away, the money and time put into each product can lead to slower profit generation and financial instability. Furthermore, while customer satisfaction is an extremely important key to success, what customers ultimately want are state-of-the-art products. Though customer focused indicators can help you build a loyal client base, they do not necessarily solve a company’s innovation problems.

Companies should use a combination of both financial and customer focused indicators but there is a third key measurement which is essential to meeting your company’s goals.

Why employee centered indicators are so important

More and more companies are beginning to realize the importance of employee centered metrics. These types of indicators include: employee engagement, satisfaction and turnover.

Studies show that higher employee engagement is linked to higher customer satisfaction. When employees are happy at work and believe in their product/company this comes across to customers. Gallup revealed that companies with high employee engagement levels outperformed companies with lower levels of engagement in customer ratings by 10%.

Engaged employees take less sick days. A study by Workplace Research Foundation found that engaged employees take an average of 2.69 sick days annually compared to disengaged employees who take an average of 6.19 days. Most important, they’re motivated to achieve more. Gallup’s study also showed that engaged companies outperform others in productivity by 21% and profitability by 22%.

In fact, the treatment of employees is also an important factor for consumers. Deloitte’s 2015 study on millennials revealed that this generation considers the treatment of employees as the top characteristic of industry leaders, even over profit generation and impact on overall society. Furthermore, “While they believe the pursuit of profit is important, that pursuit needs to be accompanied by a sense of purpose, by efforts to create innovative products or services and, above all, by consideration of individuals as employees and members of society.”

Companies that have employee centered strategies are also more likely to foster innovative environments that promote autonomy and employee ownership. Atlassian became famous for its ‘Shipit’ days during which it actually encourages employees to drop their work and spend twenty-four hours on a creative project of their choice. Allowing employees the freedom to try out new ideas sounds like a great financial risk but it turned out to have great returns. The projects developed during these sessions have resulted in some of the company’s most profit generating products. Atlassian not only dominates Australia’s tech industry, it has also been named the best company to work for the past two years in a row.

More and more companies have started focusing on an employee first strategy: In an interview with Inc. Virgin Atlantic CEO Richard Branson disclosed that the company puts staff first, customers second and stakeholders third. He explains, “If the person who works at your company is not appreciated, they are not going to do things with a smile.” Southwest Airlines, the company consistently reaching the top 10 in employee and customer satisfaction surveys, follows the same ideology. The company does this by motivating employees through its company values and creating an environment that regularly recognizes employees for going above and beyond.

Southwest Airlines follows the same strategy. Founder Herb Kelleher posited, “A motivated employee treats the customer well. A customer is happy so they’ll keep coming back, which pleases the shareholder. It’s just the way it works… They can buy all the physical things. The things you can’t buy are dedication, devotion, loyalty—the feeling that you are participating in a crusade.”

Matias Rodsevich

Matias Rodsevich is a PR professional. He can be contacted at https://matiasrodsevich.com

February 17, 2016

The workplace is not just about the play, but the stage too ⁰

by Darren Bilsborough • Comment, Flexible working, Technology, Workplace design

Why is it that just about every article I read talking about the value of workplace design, almost always ignores the broader context of the building and precinct in which the workplace is located? Similarly, almost all conversations extolling the virtues of remote working, love to predict the extinction of the office and diminish its relevance as an important contributor to the operations of a successful business. Personally, I have yet to find an acceptable substitution for face to face communication. It is just not possible for clear, consistent and unmistakeable communication to occur over email, text, phone or skype. The ability to be able to read someone’s body language, grab a pen and paper to draw a diagram, point to an example, empathise sincerely with a colleague, customer or collaborator’s struggles with complex concepts, is just not possible to do quickly, effectively and efficiently without face to face communication.

February 15, 2016

The death of the office meme does not fit with a thriving property market ⁰

by Mark Eltringham • Comment, Flexible working, Property, Workplace design

You don’t have to look very far to find somebody or other proclaiming the death of the office. A quick Google search will come up with over 73 million results for the past year alone. This has been going on for decades, but a search engine now gives us a far better idea than the occasional feature in a trade magazine of just how the idea has evolved into a full-blown meme. The narrative has become so entrenched that the people who use it – typically the ignorant, the self-interested, the lazy and the ill-informed – rarely have their premise challenged. Usually it is an idea appended to some disruptive and supposedly apocalyptic trend and, at the moment, office kryptonite comes in the form of coworking, where once it was flexible working or mobile technology. And yet, for all the non-fatal wounds these innovations have inflicted on the traditional office, the idea of people travelling to work alongside each other in shared buildings endures.

February 9, 2016

Career progression stalled by lack of respect for mums who work part-time ⁰

by Sara Bean • Comment, Flexible working, Legal news, News, Workplace

A recent UKCES report suggested it is career and personal choices that explain the gender pay gap, because so many women work part time after children. Now a new report supports the view that the dearth of women in senior management roles is a result of a lack of access to promotion for those in a part time role. A survey conducted by Mothers Mean Business, claims that mothers returning to work are frustrated at the lack of opportunities to further their careers. The survey canvassed the views of women from a wide range of sectors and varying levels of seniority and found that nearly three quarters (71 percent) returned to work part-time after having their children but 83 percent feel there has been a potential or definite limit to their career options, 71 percent haven’t received a promotion since working part-time and 42 percent said they had received negative comments from colleagues after switching to part-time hours.

February 5, 2016

Embracing the inevitable rise of the robots in the workplace ⁰

by Gary Chandler • Comment, Flexible working, Technology, Workplace design

We often have reason these days to speculate on the truth of an idea known as Amara’s Law. First coined by the researcher Roy Amara it states that “we tend to overestimate the effect of a technology in the short run and underestimate the effect in the long run”. But defining what we mean by short and long term can be very difficult when technology is changing so quickly. Nothing better illustrates this than the issue of how automation will transform society and workplaces. For the past few years, the effects have mainly been the subject of academic and scientific research alongside some lurid headlines in the mainstream media. So, a fairly typical 2013 paper from researchers at Oxford University assessed the risk faced by over 700 professions and discovered that nearly half of all jobs in the US could be categorised as at high risk of automation. Less academic studies such as a report published last year by Deloitte draw similar conclusions.

February 5, 2016

What the commercial property market tells us about trends in office design ⁰

by Paul Goodchild • Comment, Property, Workplace design

It’s become commonplace in recent years for certain people to foresee the death of the office. The problem with this argument is that, in spite of its drawbacks, office life maintains an attraction for both employers and employees and there will always be an upper limit on how long people want to spend away from other people. Things are changing but the death of the office is a myth. As we’ve known for at least a quarter of a century, there is no absolute need for us to go to work at all. Theoretically we could just do away with offices completely if we wanted to. But as we have seen, the fact we have evolved technology to the point where we could forget about bricks and mortar, doesn’t necessarily mean we will. Not only are there practical reasons for offices to continue to exist, there are emotive ones too. If you want evidence of this, look no further than the records currently being set by the UK’s commercial property markets.

February 5, 2016

Employers believe Millennials are the most demanding workers ⁰

by Sara Bean • Comment, News, Wellbeing, Workplace

It seems unfair to brand Millennials difficult, when you consider they are the less experienced generation of workers, but new research suggests they require more hand holding in the workplace. When asked about workers they’ve dealt with, 48 percent of bosses felt that millennials were more reliant on detailed targets and required regular progress meetings in order to stay motivated. However, the majority of bosses (89 percent) agreed that these demands indicated that millennials were highly career driven. Over one third (39 percent) named generation X as the most self-sufficient, as this group required less guidance, with Baby Boomers a close second (34 percent). Millennials were also cited as the generation most incentivised by reward and praise (41 percent), followed by Generation X (26 percent), Baby Boomers (22 percent) and Generation Z (11 percent), while Generation X had the biggest desire for a work life balance (37 percent).

February 3, 2016

HR managers must innovate to stay relevant in the evolving workplace ⁰

by Sara Bean • Comment, Flexible working, Workplace

As the workplace moves from the traditional 9-5 model, management needs to adapt accordingly. Facilities managers are already being forced to think outside the box, and now human resources and line managers must do the same. The latest CIPD/Workday HR Outlook leaders’ survey spells out the challenge; that new ways of working and operating is an increasing reality for organisations. Yet while there is general agreement about overall strategic priorities it seems to be less clear to the wider business world how HR professionals will contribute to achieving these. Despite nearly three-quarters (72 percent) of HR leaders saying that their current people strategy will help the organisation achieve its future priorities, just a quarter (26 percent) of other business leaders agree. The CIPD recommends that the profession must look at ways in which it can innovate itself in order to stay relevant and more visibly demonstrate its ‘enabling role’ as the workplace evolves.

January 29, 2016

Delivering the low-down on the sit-stand workstation phenomenon ⁰

by Ashley Hayward • Comment, Furniture, Wellbeing, Workplace design

While the UK, US, Australia and other nations continue to treat them as something of a novelty, across Sweden, Norway and Finland, over 80 per cent of office workers use sit-stand desks. Offering employees a height adjustable work station is now mandatory in Denmark. However, sit-stand working is still in its infancy in the UK, with only 2 per cent of similar workers having access to variable-height workstations. Given the huge amount of news coverage devoted to the subject of sedentary lifestyles in the last couple of years, ‘sit-stand’ and ‘active working’ have become buzz terms in UK workplace design. The ‘On Your Feet Britain’* campaign has raised awareness of the health perils risked by the many Brits who spend an average of 8.5 hours a day sitting, whether at their desk or slumped in front of the telly. Inevitably, savvy employers will be asking themselves if they can afford to ignore the problem.

January 26, 2016

Could a sexy office help you seduce clients back to your place? ⁰

by Darren Bilsborough • Comment, Facilities management, Workplace design

I am not suggesting that a cool or sexy office is all you need to drive business outcomes. Nor am I going to suggest that all you need to do to grow a successful business is to invest in a fully loaded, bells and whistles, technology laden, productivity enabling office environment. Not that all of those things won’t help, they very well could be the things that prove to be difference makers. What I will suggest however, is that in most instances a business’s success relies almost exclusively upon the satisfaction of their customer base. Any deliberations associated with office space should, therefore, in some way consider their needs and desires. No doubt these considerations will be highly dependent on the type of business you are in and whether the model it embraces is business-to-business or business-to-consumer, but when contemplating the needs of your clients, you should at least ask yourself the following 4 simple questions.

January 26, 2016

The road to Bali and other destinations for the world’s remote workers ⁰

by Georgi Georgiev • Comment, Flexible working, Property, Technology

The number of people who work from home or travel as freelancers has grown rapidly in the last 25 years. In 1990, as a percentage of the US population only 5 percent fit this classification, today it is closer to 30 percent. From photojournalists to graphic designers, to computer programmers – an increasing number of people are leaving the traditional office behind. The underlying reason is not difficult to establish. People are taking advantage of the opportunities offered them by technology. It’s no coincidence that the number of people working remotely has risen in parallel with the growth of home computing and internet connections, and more recently mobile technology. While the majority of those that traditionally followed this path became self employed, today companies are beginning to hire people to key positions without actually needing them to work from the office. Remote work is no longer just a freelancer’s game.

January 14, 2016

The growing hysteria around employers’ ability to pry is not justified ⁰

by Mark Eltringham • Comment, Legal news, Technology, Workplace

Two current media frenzies highlight just how paranoid we are becoming about the use of technology to monitor our behaviour and conversations. Last week bosses at the Daily Telegraph were found to have installed sensors under the desks of employees to find out when they were sitting at their desks. Yesterday, the world whipped itself up about a ruling from the European Court of Human Rights that was interpreted by a large number of media outlets as a rubber stamp for firms to monitor the private messages of staff. While the first story provides a perfect example of what happens when managers make stupid decisions, the second shows how the media can distort a story that taps into specific concerns and fears. The headlines are now written and the narrative established so we may be hearing this distorted version of the truth for some time, but the facts are somewhat different to the headlines.