Our (and Nettium’s) CEO, Lam Mun Choong was a keynote speaker at the 2018 Talent Ecosystem Conference, held on the 15th of August at Connexion, Bangsar South. He delivered a session on the topic of “Driving Business Outcomes by Focusing on the Employee Experience”.
Mun Choong first introduced the concept of design thinking – a process that serves as a protocol for solving problems and discovering new opportunities. Deloitte research indicates that companies where HR delivers the highest levels of value are almost 5X more likely to be using design thinking in their programmes compared to their peers.
Central Aspects of EX
When his team (Nettium) first approached the idea of designing their EX, they centered their strategy around addressing employee needs, making work more human, and to make work simpler through living out company values. Applying design thinking, his focus has been on three central aspects of the EX – culture, the workspace and technology.
Nettium’s Improved Benchmarks
Mun Choong outlined some intriguing statistics from Nettium over a 3-year period, ending 2015. While Nettium showed a 2X rise in headcount (86 to 174), the company’s productivity index went up by 2.5X, quality index by 1.4X, and customer satisfaction rose from a B- to a B+.
Nettium also showed lower absenteeism, which brought more than MYR1.36 million to their annual bottom line. A higher rate of employee advocacy was seen as well, which contributed to more than MYR600,000 in annual savings for their recruitment costs. More than 50% of all employees hired up to now have been coming in through employee referrals.
These findings have reinforced the belief that a good EX contributes significantly to the bottom line. Hence, should be approached with some rigour.
Here’s a sneak peek into the 3 central aspects of Nettium’s EX that Mun Choong shared.
The Employee Experience – Culture
There are three gaps, in particular, that Mun Choong wanted to address. First, the knowledge gap because employees often lack an awareness of the culture that the organisation needs. They are often more concerned with their own situation.
Second, the mindset gap – not everyone will believe in the culture that the organisation needs. You will, therefore, need to spend time to see how you can bridge this gap.
Finally, the behaviour gap where employees do not always incorporate the behaviours related to the culture that the organisation needs.
All 3 gaps had to be filled before focusing on communicating the importance of culture. Leaders have the responsibility to manage things operationally based on the culture they create. This involved budgets, structures they establish, as well as policies they enforce.
The Employee Experience – The Workspace
Mun Choong wanted the workplace to be employee-centric, which reflecting the company’s aspirations and values. He involved the employees from the start. The office is Instagram-able, and creates a sense of belonging and pride for all. The workspace helps greatly in employer branding.
Flexible options are present, ranging from open, team-based workspaces, stand-up meetings, sofas and cafes, recreation and nap rooms. He mentioned that people often ask about the purpose of a nap and games room – is he encouraging his people to sleep on the job, or play when they should be working? Would it not be distracting?
Mun Choong’s response was that the environment needs to be a product of the people who have to live and breathe there for a significant portion of their lives. With a 74/26 male to female ratio where the average age is 29, this is what was in demand. He trusts that people will enjoy and appreciate the environment, and trust that they will accomplish what they need to. The philosophy is, “We treat people they way they want to be treated and the way they deserve to be treated.”
The Employee Experience – Tech
Mun Choong decided that helping managers become better coaches and mentors would be a key piece to the positive EX by providing more insight into individual strengths, motivation and stress factors. After all, Gallup research showed that managers account for up to 70 percent of variance in employee engagement.
Building the culture around collaboration and continuous feedback was going to help. He knew that he could allow technology to become an enabler for a whole host of things – personalised micro learning, provide real-time employee recognition, personalised rewards and flex benefits, help employees improve self-awareness and achieve their goals in real-time.
In his closing notes, he summarised that EX does help to drive better business outcomes. If employers can connect the relationship between the two strongly, they can ensure greater longevity in these campaigns and a better business all around.
This blog post showcases some key slides from Mun Choong’s keynote speech. To get the full public release set of slides, let us know your email here and we’ll email you a copy!