Value is created when people are supported to act on feedback
You have likely heard of quality management, lean, and agile. What do they have in common?
Design thinking. Clear principles and tenets. A shared vocabulary. Clarity about how to work and who to work with. Autonomy. All the ingredients for effectiveness, innovation and performance. Put simply, a clear how to get the what done.
It’s about process, not output
We have 20+ years’ experience working with clients of all sizes, industries and locations. This experience has shown us that the capacity to routinely derive value from feedback depends on how well individuals and teams are supported to decide and act, and then actively participate in a process in which they do so. Employee feedback programs don’t create value if people only provide data - they need to participate in the process of making sense of and making improvements based upon it.
All too often:
People are asked what they think (in surveys, discussion groups, town hall meetings, social channels) and then left out of the sense-making and decision-making processes (two distinct things).
Managers and leaders either have to come up with a list of improvements based purely on statistical analysis, or to decide on what to do without any consideration of the context in which their teams work.
The results of feedback - even if carefully analysed by the most qualified consultants, people geeks or data scientists - remain too vague to actually turn into practical improvements, too onerous to implement given the demands of business-as-usual.
We have seen that employee feedback programs create value when teams are supported with:
A shared understanding of what they are doing with feedback and why they are doing it
Consideration of workloads, and the real priorities and accountabilities they are working under
Meaningful autonomy to act and try things out without having to get them perfect
A process to follow which provides a roadmap of the territory and milestones to watch out for
A toolkit of tips and techniques for working together that supports the process
So, why isn’t this the norm?
We have the technology
Say employee feedback technology and most people would assume surveys - on-demand, dynamic reporting, AI-assisted analysis.
However, a different kind of technology is needed for employee feedback programs to deliver value.
showing the better qualities of humankind, such as kindness
the application of scientific knowledge for practical purposes
OUR PROCESSES ARE BUILT ON ON 20+ YEARS’ EXPERIENCE WITH COMPANIES SUCH AS
The processes that create value in employee feedback programs
A process for defining employee feedback stakeholders
A process for identifying employee feedback stakeholder needs and requirements
A process for developing an employee feedback program vision
A process for developing objectives to achieve the employee feedback program vision
A process for defining specific employee feedback product requirements
A process for procuring survey technology and/or consulting providers
A process for developing employee survey questionnaires
A process for measuring employee feedback program ROI and stakeholder satisfaction
A process for managing employee engagement listening products
A process for managing employee experience listening products
A process for managing employee performance listening products
A process for managing social listening products
A process for analysing employee feedback data
A process for developing and telling stories based on employee feedback data
A process for facilitating employee feedback workshops
A process for organisational learning using employee feedback
A process for giving feedback - individual and group versions
A process for receiving feedback - individual and group versions
A process for planning improvements based on employee feedback
A process for making improvements based on employee feedback
We provide these in our workshops (‘Bentos’), learning packs (‘The Dojo’), and coach-supported processes (‘Katas’). We benchmark clients on how well they execute these processes and provide roadmaps to help them improve.