Ben Waber People Analytics

Ben Waber

People Analytics

Why is organizational change hard?

Solution

A Regular Day

Generating Data

79% 29%

Speaking Time

Turn Taking

79% 29%

Interac1vity

Posture

Energy Level

9 AM 10 AM 11 AM 12 PM 1 PM 2 PM

Digital Data

9 AM 10 AM 11 AM 12 PM 1 PM 2 PM

Tone of Voice

Speaking Speed

Volume

Individuals

Organizations

Sensing Technology

1997 2013

Sociometric Badge

Infra-Red (IR) Transceiver

Accelerometer

Microphone

Bluetooth

Case Studies

German Bank

E-Mail

Face-to-Face

Experts

All About Al

•  Talk to Al 66% Reduction in Completion Time

•  Al’s Productivity About Average

Expert Solution

Phase 1 Results

•  Cohesion (engagement) predicted productivity o  The opposite of how call centers are managed o  Engagement was unrelated to tenure and

gender

•  Engagement reduces stress

•  Solution: change break structure

Bank Call Center Phase 1 Break Structure Phase 2 Break Structure

15 Minutes

Phase 2 Results

Cohesion Stress Decrease Productivity

$15M/year

Perspectives

Remote Work

A Primer on Programming

Remote Work Effect

Congruence Gap

Co-located

Remote

$150M/year

Distance Effect

Next Desk Same Row Same Floor Different Floor

Study 1 F2F

Study 1 E-Mail

Study 2 F2F

Complex Projects

16 Months

6 Years $32 Billion

What’s Next?

Wrapping Up

Questions? ben@socio-metric.com

Retail Bank

Branch 1 Branch 2 Branch 3

Performance?

Retail Bank

Branch 1 Branch 2 Branch 3

Ben Waber People Analytics

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