The Little Red Book of...

Employee

Communication

Education

Measurement

Rewards

Events

Introducing Employee Engagement

At Grass Roots, our business is about inspiring people and stimulating performance improvement. For many of our clients, the ability to offer the best possible customer experience is critically dependent on their ability to communicate with, educate, measure and reward their employees in the right way. We have a wealth of experience in designing and developing programmes that motivate and enable the employee to deliver better results - in local and international markets. Wed like to share our approach and some of the client projects we have delivered.

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What is Employee Engagement?

Key Drivers of Employee Engagement

Employee engagement is a widely used term, yet it is a struggle to agree on a universal denition. Some dene it as a process that drives employees to go the extra mile, some simply as how employees feel about their company or product. Others dene engagement as a thing in its own right, a tool that can be implemented as and when required. While denitions vary, there tends to be a more unied approach to how employee engagement manifests itself and the value it can bring to an organisation. Research has proven that there is a direct link between employee satisfaction and customer satisfaction, and between customer satisfaction and improved business performance. So keeping quality employees happy, has to be an important factor for any business. At Grass Roots, we believe that employee engagement is not just about loyalty: it is about ownership, accountability and responsibility. An engaged employee will feel a strong emotional bond to the organisation that employs them and is willing to invest discretionary effort.

The case for employee engagement is compelling. Research has consistently demonstrated that engaged employees drive business results. Research and academic study has played a pivotal role in helping organisations understand the denition and importance of employee engagement. Now emphasis must be placed on the practical application of this knowledge. Organisations need tools and solutions that enable them to achieve their employee engagement goals. The ve drivers of employee engagement It is widely agreed that a number of factors inuence employee engagement. Grass Roots have categorised these factors into ve key drivers of employee engagement: Culture & Environment Leadership & Management Reward & Recognition Purpose & Development Communication

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The ve drivers of Employee Engagement

Practical tools and solutions With over 30 years of experience across multiple industries, Grass Roots has developed a suite of practical tools and solutions that address each of the ve drivers. Whether you require a localised or company-wide approach, we have the expertise, tools and solutions to support your employee engagement goals. Organisational behaviour change programs Behavioural competency framework development
C U LT U R E & ENVIRONMENT LEADERSHIP & MANAGEMENT

Employee Propositions and Competencies

Grass Roots understands the business objectives and drivers of employee engagement and our products and services are aimed at delivering real results in this challenging area.
Audience

Employees

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Typical business objectives
C O M M U N I C AT I O N

2
Employee Recognition

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Employee Incentives and Reward

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Employee Community

Employee Communication

Employee enagagement healthcheck P O S E & R E WA R D & PUR

RECOGNITION

DEVELOPMENT

Leadership & Management skills development Management assessment carriers

C U LT U R E & ENVIRONMENT LEADERSHIP & MANAGEMENT R E WA R D & RECOGNITION

Managers engagement toolkit PURPOSE &

DEVELOPMENT

C O M M U N I C AT I O N

Drivers of Employee Engagement

CULTURE & ENVIRONMENT LEADERSHIP & MANAGEMENT REWARD & RECOGNITION PURPOSE & DEVELOPMENT COMMUNICATION

Recognition and Incentive tools Tax efcient benets

C U LT U R E & ENVIRONMENT LEADERSHIP & MANAGEMENT R E WA R D & RECOGNITION PURPOSE & DEVELOPMENT

Total reward communications C O M M U N I C AT I O N Employee feedback and pulse surveys Skills assessment and role alignment Skills and knowledge development tools

Program components

Employee Communications Performance Measurement Employee Recognition Programs Employee Incentive and Reward Programs Employee Benets
CUSTOMER LOYALTY CUSTOMER COMMUNITY CUSTOMER PROMOTIONS CUSTOMER IDENTIFICATION CUSTOMER COMMUNICATIONS

URE & NMENT

LEADERSHIP & MANAGEMENT

R E WA R D & RECOGNITION

PURPOSE & DEVELOPMENT

C O M M U N I C AT I O N

Support services

The Hub

Employee Engagement Hub Employee lifecycle & segmented communications Live employee communication events
R E WA R D & RECOGNITION PURPOSE & DEVELOPMENT C O M M U N I C AT I O N

Digital & Creative Studio

Global Data Centres

Global Reward Fullment

SHIP & EMENT

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Interpreting Employee Engagement

Employee Engagement Hub

Communication is at the heart of an effective engagement strategy. An organisation may have a positive culutre, a compelling reward and recognition proposition, excellent training opportunities and great leaders, but without effective communication the benets of these positive attributes wont be realised. Employee Engagement Hub Leveraging sophisticated customer marketing techniques, the Employee Engagement Hub is a multichannel communications platform that delivers high-quality and personalised interactive content to employees across the entire organisation. A exible, multi-language architecture means each clients unique local, regional & global needs can be met within a single framework that supports multiple solutions & is supported by a global network that includes operations in 16 countries Features and benets Employee Segmentation Engine Delivers targeted, personalised and timely communications to specic employee segments based on pre-dened criteria Employee Life cycle Communications Communications relevant messages at key stages in the emmpoyee lifecycle such as new employee induction (on-boarding), anniversaires, maternity, retirement etc. Employee Surveys Module Capture and analyse real-time employee opinion via web and SMS Employee Systems Integration The Hub integrates with your employee systems enabling you to manage and measure the effectiveness of all your employee engagement initiatives

The Employee Engagement Hub enables Grass Roots to address a business typical employee objectives and drivers in an integrated choesive manner.

Total Reward Third Parties

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Flexible Benets
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entation Engi n

Online Learning

Employee Engagement Hub

Lif
ecy

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o cle C ati ommunic

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Long Service Event Registration

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1. Employee Communication
CASE STUDY
TELSTRA Improving Reward & Recognition Communications increased cut through of employee program communications and a greater ROI Telstras Enterprise & Government (TE&G) division employs over 1500 people across sales & customer care functions. Excellent customer services is critical and actively encouraged through a variety of Reward & Recognition (R&R)programs Realising that a programs effectiveness is reliant upon effective communications, TE&G engaged Grass Roots to improve program communications. Our approach applies CRM learning to improve communications by ensuring they are timely, relevant & measurable to groups, sub-segments or even to the individual employee. Our solution is built upon a communication platform that enables the simple design, delivery & measurement of segmented employee lifecycle communications. Our technology and supporting services are helping TE&G communicate with employees about R&R in the right way and at the right time. The result for TE&G is the increased cut through of program communications and a greater ROI. Our technology is also automating many of the day to day communications, freeing up valuable time that can now be spent developing the message rather than delivering it.
Communication Education Measurement Rewards Events

2. Employee Recognition
CASE STUDY

SPLASH
Our solution applies principles of social media to make the experience of recognising & being recognised more immediate, interactive & fun

MICROSOFT ANZ Peer to Peer Employee recognition program Microsoft ANZ is going through a period of unprecedented change as their industry grapples with the exciting and disruptive inuence of cloud computing. Understanding the increased importance of employee engagement during change, the Microsoft leadership team focused efforts on ways to improve drivers of employee engagement, including recognition. A review of existing recognition practices revealed a need to improve the frequency & quality of peer to peer recognition. Challenges to achieving this included changes to the working environment that were disrupting normal face to face interaction within teams. The Grass Roots solution applies principles of social media to make the experience of recognising & being recognised more immediate, interactive & fun. Live & interactive recognition feeds, smart phone applications & digital recognition walls are forever changing the way Microsoft recognises its people. They are being used to create a program that leverages recognition & social media to maintain and on-going 2-way dialogue about value. One of the most exciting aspects of this dialogue is the information it generates & the value of this information to Microsoft in better understanding how to communicate with their employees.

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3. Employee Incentives and Reward

CASE STUDY
3M AUSTRALIA (MEDICAL) Marketing control over programs for a better employee outcome The marketing team at 3M Medical have multiple marketing managers, www.3Mespe.com.au 15 promotions for 7 each with their own product to drive. This has historically created different audience types; fragmented outcomes concerning brand control, messaging and with each Sales rep importantly, sales rep understanding of the key programs and products to seeing a personalised sell in the eld, resulting in mixed allocation and effectiveness of view of how to maximise incentives and rewards. their and 3Ms return Grass Roots understood this challenge and implemented a program to be the single source of truth by which the sales reps could visit and access all www.3Mespe.com.au were available to them. When a participant logs in to the promotions that My3M portal, the site recognises the user by specic attributes and shows them customised content based on the user type. The site incorporates both learning and incentive promotions and gives the marketers the ability to have their own look and feel for their promotion within the website. This approach has resulted in the sales reps having a clearer focus on what to sell, how to maximise 3Ms product sales and importantly greater alignment of incentives and rewards to 3M objectives.
Communication Education Measurement Rewards Events Communication Education Measurement Rewards Events

4. Employee Community
CASE STUDY
STATE BANK OF INDIA (TBC) International partner engagement and reward program Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet dolore magna aliquam erat volutpat. Ut wisi enim ad minim veniam, quis nostrud exerci tation ullamcorper suscipit lobortis nisl ut aliquip ex ea commodo consequat.
Communication Education Measurement Rewards Events Communication Education Measurement Rewards Events

CHINA

AUSTRALIA

Contact Us...

We would welcome the opportunity to help you inspire the people that matter to your business. To begin a dialogue with Grass Roots, email Paul Scarpiagnato (China) paul.scarpiagnato@grg.com Matt Seadon (Australia and New Zealand) matt.seadon@grg.com Steve Saxty (Singapore) steven.saxty@grg.com Charoo Aggarwal (India) charoo.aggarwal@grg.com

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SINGAPORE
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INDIA

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CHINA Telephone +86 10 8518 0798 www.grassroots-china.com

AUSTRALIA Telephone +61 3 8415 8402 www.grassroots.au.com

SINGAPORE Telephone +65 6295 6021 www.grassroots.com.sg

INDIA Telephone +91 22 4030 1130 www.grassrootsindia.in

GRASS ROOTS OFFICES AROUND THE WORLD Australia Brazil China Colombia France Germany India Ireland Mexico Singapore Spain Switzerland United Kingdom USA Venezuela

Communication

Education

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