Carisa SABPP 17 Nov 2014
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Transcript of Carisa SABPP 17 Nov 2014
Tools and Techniques for
successful membership
engagement
Marius Meyer
CEO
SA Board for People Practices
Maslow’s needs in 2014
A G E N D A
• Overcoming the challenge of member apathy & encouraging proactivity amongst members
• Developing a client-focused mind-set – seeing your members as customers
• Why do members leave? Developing effective member retention strategies
• What do members want? Conducting a member satisfaction survey to identify their needs
• Identify ways of engaging with your members one-on-one on a regular basis
Wake-up call for professional
bodies“Not all companies deserve to last. Perhaps society is better off
getting rid of organizations that have fallen from great to terrible rather than continuing to let them inflict their massive
inadequacies on their stakeholders. Institutional self-perpetuation holds no legitimate place in a world of scarce resources;
institutional mediocrity should be terminated, or transformed into excellence.”
Jim Collins
KEY CHALLENGE
Why are “professional”
bodies so
“unprofessional” in their
conduct and interaction
with members and other
stakeholders?
History of SABPP
• Formed in 1982.
• Registered HR Professionals and accredited
universities on HR curriculum.
• First Competency Model in 1990.
• Became an ETQA in 2002.
• Second Competency Model in 2012.
• First set of HR Standards in 2013.
• Busy with setting HR Metrics for 2015.
New SABPP Engagement Model: HR
Voice for Professionals
Human resource development
Research - info
Value & visibility
Open for alliances
Innovation
CPD
Excel-lence
Qualityassurance
Learning growth & develop-
ment
Knowledge
Self-governance Duty to society
Ethics
Market response
“WOW!!! Reading your newsletter at 3am on my Blackberry and am
so excited not only by what u have achieved in such a short space
but the breadth and depth of visionary implementation. An
awesome awesome well done to u and the team!!!!”
Stan Horwitz (Western Cape)
“I regret why I have taken so long before becoming an active
member of your organization. Alas, this is now history because, as it is I am completing my application form. Once-more, it was one of
those welcomed nostalgic moments, I will cherish for some-time!”
Sibusiso Dennis Mngomezulu, General Manager: HR,
ZF Services South Africa
The SABPP Journey
Formation & growth
Stabilisation & maintenance
ETQA growthHR Voice
Professional & AQP growth
Numbers -growth
Universities accreditation
Provideraccreditation
Numbers –growth/staff
HR Profession Bill
No growthProfessionals
neglected
Financialperformance
Decade 1:1982 - 1990
Decade 2:1990 – 2000
Decade 3:2000 – 2010
Decade 4:2011 – 2020
TIME
PH
ASE
GO
OD
BA
D
SABPP VALUE PROPOSITION:
Products/Services to advance HR professionRECOGNITION =
PROFESSIONAL STATUSRESOURCES =
PRODUCTS/SERVICESRESEARCH =
INFORMATION
• Professional registration• NLRD Upload (SAQA)• RPL• Awards• Advocacy• HR Assessors/Moderators
registration• Accreditation of providers• University accreditation
• HR Competency Model• Social media discussions• Knowledge Centre• Booklets/DVDs• Guides/toolkits• Charts/posters• Fact sheets• One-stop info• Updates (laws, trends)• Ethics help-line• Newsletters• Website• HR Internships/jobs• HR policies• Mentoring• Workshops/seminars• Access to alliances• Event/product discounts• CPD• Students
• Research papers• Position papers• Books• Articles• Cases• Benchmarking• Magazines• Labour market
information
Market feedback
“Let me take this opportunity to express that I have noticed a sense of rejuvenation in SABPP which is heartening and it tends to install an element of
good pride. Well done.”
Dayalan Naicker, Legal Aid (KZN)
“I am thrilled to see the revamped efforts that this professional organisation is making to professionalise HR and HRD.”
Irene James, Dionysus (KZN)
“Congratulations as you grow and expand your operations to serve South Africa.”
Lethabo Matlala, Unisa (Limpopo)
Committees
Professio-nal
Regis-tration
CPD
Risk & AuditIT Gover-
nance
Labour market
Mentoring
ETQA LGDI Ethics Disciplinary
HRRIHigher
Education
Strategic Transformation
2011 - 2012 2012 … 2013 …
We are changing We are deliveringWe are improving and
adding value
More open, visible and rebranding
Products, Services, Competencies
More and improved products/services/
standards
MEMBER APATHY
Why?• Don’t see value
• Experience problems you
can’t resolve
• Dissatisfied with service
• Passive membership
• Lack of engagement
FLAGSHIP PRODUCTS
• South African HR
Competency Model
• National HR Standards
• HR Auditing Framework
Engagement starts with commitment
“Individual commitment to a group effort, that is what makes a team work, a company work, a
society work, a civilization work!”
(Vince Lombardi)
Client Engagement - Accreditation
Bernadine Linde & Jaco Poolman (BMT College) with Naren Vassan (SABPP)
Provider feedback
“I would just like to express our appreciation for the amazing support and turn-around time we have experienced recently from Naren and Kathleen.
We had quite a large batch of level 4 HRM PoEs ready for external moderation and I indicated that some parents, not understanding all the processes that still have to take
place, were anxious for their offspring to receive their certificates – not just for recognition but to assist mostly in job-hunting, I think.
Naren responded immediately to our email with the internal moderation report and Template 2’s and indicated that I could deliver the selected 25% sample the same day –last Thursday afternoon. He completed the external moderation within 2 days and has
already emailed me the report.
Kathleen has already informed me that we can start uploading the results.
This is fantastic service and it is really appreciated – we’ll now do our part with speedy uploads so we can move forward towards certification.”
Jeannette Campbell
HOD: Assessment Design
Boston City Campus and Business College
WHY DO MEMBERS
LEAVE?• Dissatisfaction with service
• Poor value proposition
• Professional body not keeping in
touch, not at cutting edge -
stagnation
• Moving to other fields/professions
CLIENT-FOCUSED
MINDSET• Seeing your members as customers
(balance service with regulatory role)
• Create market segments (levels,
qualifications, positions, industries etc)
• Engagement with your members is
key
• Build a customer mindset among staff
• Measure customer satisfaction
ENCOURAGE
PROACTIVITY• Make them part of committees
• Engagement forums
• Regular events/briefings
• Awards for members
• Proactive communication
468 HR Leaders developing
HR Standards for South Africa
WHAT DO MEMBERS
WANT?• Ask them!
• Membership satisfaction
survey to identify needs
• Products/services
• Information/communication
MEMBER RETENTION
STRATEGY
Connection Follow-up Follow-through
E N G A G E M E N T
WAYS OF ENGAGEMENT
Newsletters, Magazines, Fact Sheets,
Social Media, Personal Visits, Briefings,
Company Visits, Emails, Post, Products,
Services, Research Papers, Position
Papers, Posters, Blogs, Seminars,
Workshops, Conferences, Webinars,
Committees, Work Groups, Study Groups,
Meetings, Indabas, Newspapers …
SociSABPP Social Media Strategymedia strategy
e❸
engage for
empowerment towards
excellence
Connecting HR professionals in professional social media
networks
Contact us on [email protected]
SABPP BLOG
For regular updates join our Blog:
www.hrtoday.me
www.sabpp.co.za
FOLLOW US ON :
@sabpp1 SABPP
@siphiwemoyo Chairman
@mariussabpp CEO
@xolani_mawande COO
@jacoduplessisza Social
#hrstandards#sabpp
LESSONS LEARNED• Start with a clear value proposition
• Focus on services first – impress your
market with a delivery model
• Have a clear strategy linked to
purpose
• Build capacity to deliver
• Form alliances to leverage impact
• Social media is powerful
• Get publicity – be the voice for the
profession