Search Results for: technology

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.”

February 18, 2016

The UK public sector workplace is disempowered and can’t cope with change ⁰

by Mark Eltringham • Flexible working, News, Workplace

A new report claims that the typical public sector workplace in the UK is dysfunctional on a number of levels. That is not the conclusion of some right wing think tank, but instead comes from Civica’s Invigorating the Public Sector Revolution report, commissioned in partnership with Society of Local Authority Chief Executives and Senior Managers (SOLACE). Based on a survey of 276 senior and middle management staff, a mere 7 percent of respondents said that the public sector offered an empowering working culture and just 25 percent believe their management teams have the skills and attitudes to lead the organisation over the next ten years. Of particular concern was the ability of organisations to cope with change. Just under half (47 percent) of those surveyed believe their leadership team lacks the management skills needed for ‘a period of massive and accelerating change’.

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 12, 2016

Unpredictability and office environment are key causes of workplace stress ⁰

by Sara Bean • News, Wellbeing, Workplace

The two most common factors influencing work related stress levels are unpredictability (26 percent) and workplace environment (21 percent) according to a poll by US jobs site CareerCast.com. The results, based on 834 respondents found that most of the respondents (62 percent) rated their jobs as highly stressful, while just 11 percent felt the amount of stress on the job was low. Other key stressors were deadlines (20 percent) and safety of others (16 percent). Interestingly, few people felt that length of work day/week (7 percent), personal well-being in danger (5 percent), potential for promotion (3 percent) and travel (1 percent) were major job stressors. Any number of factors can contribute to an unpredictable workplace; either the flow of responsibility changes from day-to-day with new tasks added or changed at random intervals or expectations may change. Running a close second is the workplace environment and culture, which includes interactions with bosses, co-workers and clients/customers.

February 8, 2016

High urban rents and falling rural land prices drive flight of startups to countryside ⁰

by Mark Eltringham • Flexible working, News, Property, Technology, Wellbeing

We’ve reported before on the flight of tech firms and other startups from the UK’s cities to the countryside. Now it appears that 2016 will see an acceleration in the exodus, as a consequence of the perfect storm of expensive rents in the cities, falling rural land prices and a growing number of people using technology and improving digital infrastructure to live somewhere they feel they have a more balanced life. That is the striking conclusion of a new survey from the Royal Institution of Chartered Surveyors (RICS) and Royal Agricultural University (RAU) indicates. Over the second half of 2015, non-farmers, such as those starting-up cottage industries, accounted for around 25 per cent of rural land sales. This figure was up from just 18 per cent in the first half of 2015, according to the RICS/RAU Rural Land Market Survey H2 2015 and the trend was strongest in South East England where non-farmers accounted for 32 per cent of all sales.

February 8, 2016

CIPD joins forces with the UK Government to tackle workplace cyber security ⁰

by Neil Franklin • Legal news, News, Technology, Workplace

Human resources has a key role to play in improving the cyber security of UK workplaces. That is the key challenge addressed by a new joint initiative from the Chartered Institute for Personnel and the Development and the Department of Culture, Media and Sport. Data breaches cost companies up to an average of £1.46 million are often a result of human error and malice, according to the CIPD. The initiative includes a free online course called Cyber Security for HR professionals as part of a wider initiative to promote the importance of cyber security at work, as well as the critical role that HR has to play in ‘mitigating the competency and behavioural risks present in the workplace’. Government figures released last year indicated that the costs associated with the most severe breaches now start at £1.46 million for large businesses, up from £600,000 in 2014, and can reach up to £310,000 for small businesses, up from £115,000.

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 4, 2016

Maturing TMT sector fuels demand for office space in Central London ⁰

by Sara Bean • Facilities management, News, Property, Technology

The Technology, Media and Telecoms (TMT) sector was the largest source of demand for office space in Central London in 2015, for the fifth consecutive year finds the latest Knight Frank London Report, Canary Wharf is set to have the strongest Central London office rental growth in 2016 with an increase of 12.8 percent. This is followed by Shoreditch at 10 percent and Midtown at 9.6 percent. Affordability is the main driver, along with the development of Crossrail, integrating Canary Wharf with the rest of Central London, and a general shortage of available offices across London pushing tenants seeking high quality affordable offices eastwards. Expansion by TMT firms is contributing to the shift, as they are increasingly seeking larger offices. Shoreditch’s increase in office rents will principally be driven by Tech sector expansion as the more mature, established heavy weight tech firms have firmly established a London rival for California’s ‘Silicon Valley’ in the area.

February 2, 2016

Stress is now a fact of life for the vast majority of employees ⁰

by Mark Eltringham • Flexible working, News, Wellbeing, Workplace

Excessive stress threatens the wellbeing of employees across the UK and the rest of Europe, with 88 percent of British workers regularly experiencing stress at work, according to research by payroll software firm ADP. Nearly half (43 percent) of UK employees go further to say that stress is a constant factor in their roles and that they feel stressed ‘often’ or ‘very often’. In fact, just 12 percent of employees feel that they never experience workplace stress while 79 percent of UK workers feel that their employer is trying to help them manage stress levels. The report, The Workforce View in Europe 2015/16, surveyed 11,257 working adults across Europe, including 1,500 employees in the UK. It found that many employees now believe flexible working will help them deal with stress and achieve a better work life balance while over three-quarters (79 percent) of UK respondents feel their employer is trying to help them manage stress.

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.