January 23, 2012

Wellness Programs = Saving Money (?!)

Filed under: Benefits,General HR Buzz,Total Rewards,Work/Life Balance — Joyce @ 10:45 am

It seems that health and wellness have been the focus of my blogs this month.  The reason is twofold:  1) it is the “time of the year” when I try to refocus my personal wellness goals; 2) it seems to be the topic of conversation in many of the articles and email newsletters I receive.

An article published by BNA caught my attention with this title:  “Wellness Programs Are Saving Employers Money, Officials Say.”  Having been on the “other side” of HR, I believe I have heard most every argument against wellness programs, generally focusing on the cost aspect as it is difficult to determine the actual ROI of wellness programs.

The article goes on to say that during a Capitol Hill briefing on November 30, Mary Grealy, president of the Healthcare Leadership Council (HLC) stated that programs aimed at keeping workers healthy are saving employers more money than they cost.   She stated that companies that have adopted wellness programs have reduced absenteeism, medical claims, and workers’ compensation expenses.  When wellness programs are expanded to cover larger populations or target particular communities or workforces, the positive outcomes will only increase.

The piece that makes this article most intriguing is that this isn’t just based on her own personal opinion.  It is based on a report that was released at the briefing, HLC Wellness Compendium:  Successful Private Sector Wellness and Prevention Initiatives, which outlines employer programs that have been successful in keeping employees healthy and lowering companies’ overall health costs.    We are now benefiting from wellness programs that have been in place for 5 to 10 years or longer, so viable data can now be measured.

When 7 out of 10 deaths in the United States are attributable to chronic diseases and $.75 of every $1.00 is spent on health care to treat these diseases, it seems like there is no other option than to implement a wellness program.  What is your company doing to address wellness?  Please share…I’d like to hear your success stories!

Share

January 20, 2012

HR Fact Friday: Know What Works in Performance Management

Filed under: Performance Management,Performance Pro — Paul @ 6:00 am

What is it about the start of a new year that triggers a wave of online banter from one expert or another regarding what does or does not work in regard to annual performance evaluations? Why do we have them? They are a waste of time! Performance reviews are an outdated, antiquated fossil from the “dare I say it” Baby Boomer generation. Manager/mentor coaching is more effective. Social performance collaboration is the new black! Social, Social, Social!

It is part of my job to stay abreast of industry trends in the area of performance and talent management. I enjoy this research and have been doing it for quite a number of years so I feel I am somewhat qualified to throw my two cents into the ring every now and again.

Number 1: I understand marketing and I understand the HR services and technology industry. I have seen the performance management competitive marketplace grow from 5 primary competitors in as recently as 2004 to what now numbers by my best estimate, and inclusive of the many mergers and acquisitions in the industry, approximately 30—each trying to differentiate themselves and sell their service in a very crowded marketplace as unique, effective and innovative.

The plain facts are—and what any performance management program worth its salt must do, and do very well are:

  (more…)

Share

January 19, 2012

Are Your Workplace Policies Alienating Flexibility?

Filed under: Communication,Management Practices,Work/Life Balance — Olivia @ 12:35 pm

A couple of months ago, I blogged about ROWE (Results-Only Work Environment).  For many, the thought of changing the way we work is just a little bit too “out there.”  Some managers are so ingrained in the belief that if they can see their employees, they know they’re working, they can’t imagine anything else working.

The topic of flexibility is thrown around – every company thinks they provide it to their employees.  Take a moment, though, to consider the policies, procedures, and tools you have in place at your organization.  Do they facilitate flexibility, or do they bring it to a screeching halt?

One of my favorite blogs to read is Suzanne Lucas (aka Evil HR Lady), and yesterday’s blog was one of the best I’ve ever read.  Her discussion centers around a couple of emails she received: one from an employee who is penalized by arriving to work 5 minutes late; the second is from a new manager who is concerned about their employees showing up 15-30 minutes late.

Of course, she acknowledges that in some cases, arriving late can be bad: “If your employees are nurses and the last shift can’t give report and go home until the next shift is there, then that’s a bad thing. If you’re a call center that starts taking calls at a certain time, then that’s a bad thing.”

The takeaway point is this – spend time focusing on what really matters when it comes to your employees.  What kind of results do they achieve?  How is their performance?  Use a calm sense of reason to manage your employees.  If you spend too much time watching the clock, you may find your best employees headed straight for the door.

Evil HR Lady’s Blogpost: “Stop Managing by the Clock.”

Share

January 18, 2012

Turnover: HR Metrics – How and What to Measure

Filed under: General HR Buzz,Hiring & Jobs,Performance Management — Tags: , — Joyce @ 4:52 pm

It seems that January is the time for measurements, especially if you are like many of us who begin an exercise regimen in hopes of reducing our waistline measurement (my personal goal), or perhaps increasing our bicep measurement (if you are like my 16-year old son).  The world of HR is no different.  We often begin the year by defining our goals and objectives.  The last few years, there has been increased focus on measuring the value of HR.  Is HR merely overhead, or can our goals and objectives be measured and considered an integral piece providing input to the strategic direction of our organization?

I like to think the latter is true.  Although many of the processes and services we deliver are difficult to measure, I believe there are many areas that can be evaluated and assigned a quantitative value.  That is true in the area of turnover.  As our 1st quarter HR theme is turnover, we will be looking at it from various perspectives, building on what Olivia posted earlier this month relating to the costs and consequences of turnover.

HR metrics should be looked at as opportunities to provide valuable decision making data, assess internal controls, and improve performance.  However, metrics should be looked at as more than data.  The real value arrives when we can take the quantitative data and look at it from a qualitative perspective.   A simple way to look at the difference is as follows:

  • Quantitative – measures how much there is and usable for simple factors; should be compared to a “standard”
  • Qualitative – tells you what you are measuring and is reflective of actual workplace behavior

Olivia’s blog provided a calculation for turnover rate, which is an example of a quantitative metric:

  •  Dividing the number of terminations by the total employee census

The qualitative metric regarding turnover would take this data and complete the following assessment:

  •  Look at who left and why, digging into additional information such as what departments/managers had turnover, was it new hires or long-term employees, etc.

What are some other HR metrics that one might want to include when assessing turnover?  We will be expanding on this topic in our monthly whitepaper.  I believe you will be surprised at some of the new metrics that are emerging in the area of HR.  I hope you already receive our whitepapers, or if not you can sign up by clicking here.   Remember they are free (which results in a quantitative metric of $0)!

 

Share

January 17, 2012

Are You Reliable – Really?

Filed under: Management Practices — Olivia @ 8:48 pm

One of the many lessons I learned from my dad was to be sure I always “Mean what I say.”  In other words, do what you say you are going to do, every time.  As an organization, you want to send the message to your stakeholders that you are reliable.  If I dial a number on my phone, and the call doesn’t connect – or worse, disconnects when I’m mid-sentence – do I say my service is unreliable?  No, I probably won’t make that assumption the first time it happens.  But, if the same thing happens again (and again, and again), you can bet I’ll change companies.

How does your HR department measure up in terms of reliability?  We expect (and often demand) reliability from the companies we do business with and the people we work with, but when it comes to turning the mirror on ourselves, we often fail.  In some instances, failure to fulfill a promise may go unnoticed.  If you don’t deliver to your employees – by missing the deadline to deliver important benefit or payroll information, for example – you will quickly garner a reputation of unreliability.  If you forget to bring in the bagels or donuts when you said you would, you may want to stay away from the office altogether.

Eric Chester, author of Reviving Work Ethic: A Leader’s Guide to Ending Entitlement and Restoring Pride in the Emerging Workforce, believes the American worker has transitioned over the years into largely excusing their own unreliability and that has led to a compromised work ethic.  If you have employees who call in “sick” when they aren’t, you employ part of the 57% who said they call in sick when they just don’t feel like going to work.

According to Chester, the problem extends to our children.  As many of the nation’s schools have pushed the start time later and later, he wonders:

Have teens’ bodies suddenly changed? Are farmers able to get the chickens, pigs, and cows to sleep in until their kids are ready to feed them? Do you think students in India and China are watching Hulu until all hours of the night and sleeping the day away?

Me neither. Old Ben Franklin wasn’t blowing smoke when he penned that “early to bed, early to rise” rap. And I bet he didn’t write it at 2:00 a.m.

What do you think?  Has your HR department sustained a reliable culture in your organization?

Read Chester’s blog here.

 

Share

January 13, 2012

HR Fact Friday: EEOC Letter Causes Diploma Controversy

Filed under: EEO,Employment Law,Hiring & Jobs — Tags: , , — Paul @ 1:40 pm

An informal discussion letter from the Equal Employment Opportunity Commission (EEOC) is generating some controversy over whether an employer can require a high school diploma as an employment prerequisite. The informal letter (without the force of a law or regulation) was written in response to a question about persons who are unable to earn a diploma because of learning disabilities, thus making them ineligible for jobs that require a high school education. The EEOC said that a diploma requirement that screens out someone based on a disability must be job related and consistent with a business necessity or it may violate the Americans with Disabilities Act (ADA). If it meets this requirement, the employer must then show that the person denied the job could not perform its essential functions, even with accommodations. Thus, according to the EEOC, while an employer need not prefer an individual with less qualifications (e.g. someone without a diploma who could not earn one due to a disability), it cannot flatly refuse to even consider him/her if they could perform the job with accommodations.

Is this type of information of interest to you? If you would like to recieve twice monthly HR legal updates such as that featured in this post you can sign up to recieve the HRN HR Legal Update eNewsletter. Simply go to: http://www.hrnonline.com/HR/WhitePapers/whitepaper-newsletter.asp.

 

Share

January 12, 2012

Toxic Personalities at Work: Your Roadblock to Innovation

Filed under: Discipline & Termination,Management Practices — Olivia @ 8:18 am

Here we are, almost half-way through the first month of the New Year.  Did you take some advice from Joyce, and set some resolutions at the office?  Physical change is difficult – quitting smoking or losing weight – but resolving to change something about your personality (and sticking to it) can be an even bigger challenge.

But, if you’re one of the 10 most unwanted personalities at work, you may want to renew your efforts to change in 2012.  That’s one of the takeaways from the leaders at Maddock Douglas, a consulting company that specializes in innovations and new product launches.  They assert that if you can’t change them, fire them.

  • Victims – “Victims are people who see problems as occasions for persecution rather than challenges to overcome. We all play the role of victim occasionally, but for some, it has turned into a way of life.”
  • The Nonbelievers – “In our experience, we’ve found the link between believing and succeeding incredibly powerful and real. Great leaders understand this.”
  • The Know-It-Alls – “The best innovators are learners, not knowers. The same can be said about innovative cultures; they are learning cultures.”

If you’re not convinced of how important it is to address these people, consider these quotes.

“There is no reason anyone would want a computer in their home.” Ken Olson, president, chairman and founder of Digital Equipment Corp., 1977

“Stocks have reached what looks like a permanently high plateau.” Irving Fisher, Professor of Economics, Yale University, 1929.

“Louis Pasteur’s theory of germs is ridiculous fiction.” Pierre Pachet, Professor of Physiology at Toulouse, 1872

Source: Bloomberg Business Week – Three Types of Personalities to Fire Immediately

Share

January 10, 2012

Word Choice Makes or Breaks the Customer Experience

Filed under: General HR Buzz,Management Practices — Tags: — Olivia @ 6:30 am

If you have ever had contact with another human, chances are good that you’ve been on the giving or receiving end of customer service. Years ago, when I was a customer service representative in a financial institution, my supervisor introduced us to the “Pickle Principle.” If you’re not familiar, here’s a rundown of the story: Bob Farrell (owner of Farrell’s Ice Cream stores in the 60s-70s) received a letter from an unhappy customer. The customer always asked for (and received) one extra pickle slice on his cheeseburger – 2-3 times a week for years. On the day in question, he made his usual request and the waitress told him she could bring a side of pickles for an extra charge. After consulting with the manager, she told him she could sell a single pickle slice for a nickel.

Of course, this story is much bigger than the pickle slice. Mr. Farrell coined the phrase “Give ‘em the pickle!” as a way to say “Find a way to give customers what they want.” I can still hear these words whenever I have the opportunity to work with a client. Unfortunately, we have all had an experience that equals or exceeds the aforementioned pickle problem.

I came across a blog by Michael Hess on MoneyWatch that promised to give me the six best words in customer service. He made a great point about the ultimate goal of the customer service experience:

“The goal, of course, is to make the customer as happy as possible with the service experience, even if the outcome isn’t exactly as she had hoped for. It is, in fact, possible for a customer to have a positive feeling about a company even if she doesn’t get what she wants. And that is where words make a big difference.”

Among Michael’s tips include: using active words (“I will…” vs. “I can…”); getting in touch with genuine compassion and empathy for the customer; maintaining a cheerful and natural manner in speaking to customers.

I believe this is all great advice. All of these tactics only work if the individual is genuine and not forced, in their interaction with the customer. As customers, we have had enough negative experiences that our expectations are often low. Positive words can make a huge difference in your interaction with a customer. For example, “Let me get back to you on that,” vs. “I am happy to help. I will research this issue and call you back by 3:00 p.m. this afternoon.” Which would make you feel better about the interaction?
For more, including the six words to improve your customer experiences, read the blog here.

More about the Pickle Principle here.

Share

January 3, 2012

Limiting Off-Hours Emails: Good Idea or Bad Business Move?

Filed under: Work/Life Balance — Olivia @ 10:14 am

Happy New Year!  Many of us are returning from some much-needed vacation time today.  In my last blog, I talked a bit about the importance of taking vacation time and some things you could do to prepare yourself (and co-workers) for your absence.  Today, I am recharged and ready to come back to work full of fresh ideas and great intentions.  Joyce’s blog about resolutions challenges all of us to think of some things we can do differently in 2012, both personally and professionally.

It seems some companies may have their own resolutions in place as well.  German automaker Volkswagen has decided to kick the “CrackBerry” habit by deactivating emails to its employees outside of office hours.  The restriction only applies to employees who are covered by a collective bargaining agreement, so executives will still be subject to constant emails.  Volkswagen has about 400,000 employees worldwide, and the change would affect about 1,100 employees in its Germany plants.

In a country that burnout is blamed for nearly 10 million sick days per year, there are still some who believe VW is making a bad business move.

A spokeswoman for RWE said the German utility had no agreement comparable to the one at Volkswagen and indicated it was unlikely there was going to be one anytime soon.

“You have to take into account that at a utility many employees need to be reachable and on the job all the time since they have to make sure that power and gas are flowing night and day, that lights are on and that it’s warm inside,” she said.

What do you think of Volkswagen’s move?

Share

December 30, 2011

HR Fact Friday: HR Trends in 2012

Filed under: Compliance,Employment Law,General HR Buzz,Management Practices — Tags: , — Paul @ 6:00 am

Are we really just one week away from the turning of the calendar to the year 2012? We work in and provide services to an industry [HR] where someone on the outside looking in may not think much ever changes. HR professionals know differently. Benefits administration, employment law, integrated talent management solutions, compensation programs, etc., etc. The list goes on. I would venture to say that every year at least one major HR program changes dramatically in most every company. And this goes equally for companies providing technology and consulting solutions to the HR marketplace like HRN.

So what predictions does Bersin & Associates see on the short horizon for 2012? According to a report published in November, 2011 and partially reprinted on SHRM.org, the following trends and changes are predicted to occur that will affect small businesses:

  • Deep integration of talent acquisitions—recruiting and staffing—into talent management.
  • Social tools and ads for finding talent will grow dramatically in 2012, forcing staffing agencies and job boards to re-engineer their offerings.

(more…)

Share
Older Posts »