Results of Teamwork Surveys

1. Results of Teamwork Surveys Presented by The Human Resources Customer Service Advisory Team

2. Survey Purposes • To develop some quantifiable measurements to assess our performance related to our value of teamwork • To use these measurements as a basis for benchmarks and goals • To share the survey results as a catalyst for your involvement with HR Customer Service Advisory Team.

3. Online Surveys Intra Internal External Survey MethodThree online Surveys / Three Focus Areas Focus Areas: Teamwork within HR Departments at District Teamwork among the HR Departments at District Teamwork between HR at District and other departments at District and the campuses

4. Intra Internal External Survey Participants Division of Human Resources Employees at the District Office Maricopa employees on the campuses and at the District Office other than Division of Human Resources employees

5. Response Rates by Survey

6. Survey Intra Internal External Response Rate 74% 56% 23% Thank You for Your Participation! A typical survey response rate is 20%--We exceeded that on all surveys. We GREATLY exceeded that rate on the Intra and Internal!

7. No Opinion

8. No Opinion Defined “When completing the survey, please avoid using the “No Opinion” rating except when you have absolutely no opinion on the subject or no contact or relationship with that department. Otherwise tell us how you see it! We need your candid feedback in order to make this process effective.”

9. Intra Survey Internal Survey External Survey No Opinion Rates Summary Lowest Total No Opinion Rate of 4% Total No Opinion Rate 25% Highest Total No Opinion Rate 29%

10. Survey Development Approach to writing and presenting the survey items: • Retreat Feedback: District Office HR employees participated in an exercise to “design questions to measure the extent of teamwork in three focus areas.” • Key Performance Indicator (KPI) Sub Team: wrote the survey items based upon the Retreat feedback. • Expert Committee: a committee of six experts (Researchers with survey experience on the campuses and at the DO) reviewed the survey items and gave feedback.

11. Pilot Surveys: The Intra and Internal Surveys were taken by the members of the HR Customer Service Team as “pilots.” Reliability Test: The expert committee tested the pilot surveys for reliability. The surveys were approved by the Maricopa Institutional Review Board. Survey Development Cont’d

12. Combining Survey Questions and Responses into Dimensions • The survey questions were grouped together by a characteristic or a “dimension” of teamwork that they were designed to measure. • Grouping the individual questions was done to enhance the measurement of a characteristic or “dimension.” • Dimension results are the totals of the responses to the individual survey questions in each group.

13. Teamwork Dimensions • P=Performance • R=Recognition • I=Information / Communication • D=Development • E=Positive Work Environment

14. Making a Coherent Story from the Dimension Findings • Define the dimension • Give a few examples of the survey questions used to measure this dimension • Show a graph of the results • Examine: • Was the % Agree or Disagree greater in specific questions? • Was the % Agree or Disagree greater in specific departments? • Variations by Survey?

15. Performance Defined • Quality of work / number of errors • Meeting timelines / deadlines • Achievement of department performance standards / goals • Employees do their share, help when needed • Department leaders are supportive and helpful in getting the department’s work done

16. Performance Questions • The work units within your department consistently meet established timelines • The employees of the following HR Departments respond immediately to requests of an urgent nature. • The employees of the following HR Departments refer you to a Supervisor or next level Supervisor if the information or services that your need are outside their limits of authority.

17. Performance

18. Performance Results Overview • #1 on the Celebration Scale! • Overall Disagree was not specific to any question or department • Greatest Disagree % and variation was among surveys in terms of time cycles: meeting timelines and our response time to our customers • Intra: 100% we meet our timelines “The work units within your department consistently meet established timelines.” • Internal: 7% Disagree that we “consistently acknowledge our customers requests within 24 hours.” • External: 13% Disagree that we “consistently acknowledge our customers requests within 24 hours.”

19. Recognition Defined • Recognition of each department member’s contribution. • Opportunities to work on projects within and outside the department • Frequency of praise

20. Recognition Questions • The employees of the following HR Departments acknowledge your efforts by saying thank you • Your supervisor encourages professional development by allowing employees to participate in projects outside their immediate area of responsibility • Public celebrations of success such as Bravos and Employee Recognition luncheons promote teamwork.

21. Recognition

22. Recognition Results Overview • Very few recognition questions • Intra Survey: Strong disagreement to one question by one department: “Your Supervisor encourages professional development by allowing employees to participate in projects outside their immediate area of interest” • Internal Survey: Strong agreement on “Thank you.” The employees of the HR Departments acknowledge your efforts and say thank you.” Of the 72% who agreed--most “strongly agree.”

23. Information / Communication Defined • Information sharing about the organization and its systems • Accurate / consistent / timely information • Effective and timely communication on policies and procedures • Supports expression of new opinions, ideas

24. Information / Communication Questions • Information that pertains to your department is shared with all members of your department. • The employees of the following HR departments communicate clearly and in a positive tone. • The employees of the following HR departments provide you with the information or services that you need within their scope of responsibilities.

25. Information / Communication

26. Information / Communication Results Overview • #1 on the Challenge Scale! • Disagree the largest % in this Dimension • Intra two questions: “Information that pertains to your department is shared with all members of your department,” and “Your department is well informed about what is happening in the District.” • For two departments the Disagree was equal to or greater than the Agree for the above two questions.

27. Development Defined • Training and cross functional training • Professional and personal development

28. Development Questions • You have been trained to help others in your department. • MCCCD offers training opportunities relevant to your needs. • You are able to participate in training opportunities relevant to your needs.

29. Development

30. Development Results Overview • Second on the celebration scale! • Intra Survey: strong disagreement by one department on training relevancy and opportunities to participate in training. • Internal: Question on collaboration at Pre Employment and NEO got 42% no opinion • one of the largest no opinion %’s—but small disagreement percent.

31. Positive Work Environment Defined • Cooperation among team members • Problem solving methods • Facilitates change

32. Positive Work Environment Questions • The members of your department are willing to assist in projects outside their immediate area. • Mutually acceptable solutions are sought when miscommunications or problems occur. • HR Division meetings such as retreats for general information exchange and updates promote teamwork.

33. Positive Work Environment

34. Positive Work Environment Results Overview • Second on the Challenge Scale! • Agree strong on positive attitudes, positive tones of voice and resolving disagreements. • Disagree was about “Change:” the implications of change for: training, work tasks, communication and most of all staffing. • Details to be explained shortly in terms of the HRCS Advisory Team Priority Matrix.

35. Linkages to HR Customer Service Advisory Team Priority Matrix • The “Priority Matrix” is a listing of short and long range HRCS Advisory Team goals in priority order. • Analysis by Key Items: The survey results support developing plans of action to achieve four of these goals.

36. HRCS Advisory Team Priority Matrix

37. Linkages-Meetings • #1 priority on the Priority Matrix – • “Monthly HR Staff Meetings with representatives from all departments” Rate the Following activities in terms of how helpful they are in promoting teamwork:

38. Linkages-Customer Service • #2 on the Priority Matrix – • “Develop a customer service culture (mission, defined behaviors, metrics, rewards etc.)” • Some Sample questions: • The employees of this HR department: • Give customer service a high priority. • Contribute new ideas to resolving customer related matters.

39. Linkages-Customer Service Cont’d • Maintain a positive approach when handling customer issues. • Remain calm and professional when handling customer service issues. • Are skilled in coming up with solutions to customer issues.

40. Linkages-Change • #3 on the Priority Matrix – • “Develop a change management model for how HR will conduct business to be inclusive of incremental change”

41. Change Questions • You understand what you will do differently when the new methods are implemented. • If new skills or knowledge are required, you know what you will do differently. • Implications of the new methods for communication are addressed. • Implications of the new methods for staffing are addressed. Before new technology, programs or procedures are introduced:

42. Change Results Communication Intra 69% / 21% / 10% External 45% / 50% / 5% Staffing Intra 65% / 21% / 7% External 46% / 45% / 9% Do differently Intra 79% / 21 % / 0% External 61% / 39% / 0% Training provided Intra 77% / 13% / 0% External 75% / 21% / 0%

43. Linkages-HR Websites • # 8 on the Priority Matrix – • “Development of a web team and web page standards for consistency and focus on functionality of webpage”

44. HR Websites Questions • Four questions were asked about each departments web pages on the HR Website • Is it organized so you can locate your topic of interest? • Is it easy to read? • Do you refer employees?

45. Web Results You refer employees Intra 45%/21%/34% External 50%/24%/26% It is easy to locate your subject Intra 71%/ 8%/21% External 52%/17%/31% Easy to understand Intra 63%/ 9%/28% External 52%/17%/31%

46. Next Steps • Present the data specific to the departments to Mr. Crusoe for his review with the HR Directors and Managers. • Interpret the results in greater detail. • Make recommendations. • Establish benchmarks.