What HR Practitioners Ought to Know About Employee Engagement Programs
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Speaker: Lawrence Reyes Ambassador of Culture Rackspace Moderator: Max Mihelich Associate Editor Workforce
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Max Mihelich Associate Editor Workforce
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What HR Practitioners Ought to Know About Employee Engagement Programs
Lawrence “Sugar Bear” Reyes Ambassador of Culture Rackspace
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Lawrence “SugarBear” Reyes Manager of Talent Onboarding/Ambassador of Culture
Employee Engagement
Created by: SugarBear
Modified Date: 10/30/14
Classification: Public
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Lawrence “SugarBear” Reyes Manager of Talent Onboarding/Ambassador of Culture
• 14th Employee & 15 Years with Rackspace
• Founder of Rackspace University
• From San Antonio, Texas
• Graduate of University of Texas at Austin
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Engagement: Our Focus Today
Flexibility For The Cause
Collaboration Beyond Your Team
Establishing Your Personal Tool Kit
Living Company Core Values That Inspire
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Why Do We Exist?
To make computing simple and powerful for business.
#1 Managed Cloud Specialist
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9 Worldwide Data Centers
5,000+ Rackers
Global Footprint Customers in 120+ Countries
Annualized Revenue Over $1B
14 www.rackspace.com
About Rackspace
60% 100 OF THE
We Serve FORTUNE®
OV
ER
200,000+ 90,000+ Servers 26,000+ VM ≅70 PB Stored
Customers
Portfolio of Hosted Solutions Dedicated - Cloud - Hybrid
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About Rackspace
A Leader in the Magic Quadrant for Cloud Enabled Managed Hosting, North America And Europe
Named a Top Performer for Hosted Private Cloud by Forrester Research Inc. in “The Forrester Wave™: Q1 2013
Founder
OpenStack® Open source software for building private and public clouds
Best Recruiting Function of the Year
Best Onboarding
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16 www.rackspace.com
Flexibility For The Cause
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www.rackspace.com
Establishing Your Personal Tool Kit
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Onboarding Program Agenda
Welcome Home Rookie Orientation Business Unit Friday First Day program that begins a new hire’s journey.
Objectives:
• Compliance requirements • Exposure to Business/Culture • Essential Workplace Tools
Three Day program within a Racker’s first month:
Objectives:
• Articulate our vision and strategy and how it aligns to the business
• Define what Fanatical means for their role
• Begin building a solid network across the business
The last day of Rookie O Week. Objectives: • Identify functional areas in
the business unit and their leaders
• Articulate key cultural components unique to each Business Unit
Onboarding & Professional Development
Academy
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Onboarding Process Welcome
Home
NEW HIRE Day 1 Day 30 Day 60 Day 90
Pre-onboarding video (Intl. only)
Rack Ready Workbook
Rookie Orientation
Manager Detox
(Mgrs only)
Business Unit
Friday*
Sales Onboarding*
Support Onboarding*
*HR partners with the Business to consult on onboarding best practices, curriculum development, and measurement strategies
Day 7
Owned by HR
Owned by the Business
Owned by jointly
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Onboarding: Phase One
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Onboarding: Welcome Home (P1)
AGENDA • Welcome & Introductions • Paperwork/Badge Photos • Employee Handbook • Anti-Harassment Training • Security & Compliance Training • Benefits Discussion • Tour of Headquarters • IT Resources
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• Welcome • Portals/Wiki’s • Discover • Rack Ready Plan
Onboarding: RACK READY BOOK
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Rack Ready Book
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Rack Ready Book
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Onboarding: Rookie O Culture Week
LEADERS ARE FACILITATORS
Graham Weston/Chairman – Strengths Pat Condon & Dirk Elmendorf/Founders – History
Taylor Rhodes/CEO & President – Vision & Strategy
Karl Pichler/CFO – Rackonomics William Alberts/VP & General Counsel – Racklaw
Tod Cione/SVP of Sales – Sales Model
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• Bullet 1 • Bullet 2 • Bullet 3
– Sub-bullet 3
• Bullet 4
Sample Text Slide
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Onboarding Program Agenda
Welcome Home Rookie Orientation Business Unit Friday First Day program that begins a new hire’s journey.
Objectives:
• Compliance requirements • Exposure to Business/Culture • Essential Workplace Tools
Three Day program within a Racker’s first month:
Objectives:
• Articulate our vision and strategy and how it aligns to the business
• Define what Fanatical means for their role
• Begin building a solid network across the business
The last day of Rookie O Week. Objectives: • Identify functional areas in
the business unit and their leaders
• Articulate key cultural components unique to each Business Unit
Onboarding & Professional Development
Academy
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42 www.rackspace.com
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Talent Development Philosophy • Core situational elements:
– At the heart of Fanatical Support is the expertise and capability Rackers provide to our customers
– Technology is rapidly changing and advancing, requiring Rackers to continually advance their skill sets
– Achiever, Learner, and Strategic are our Top 3 Gallup Strengths as a company-- Our Rackers want and need to learn skills to allow them to achieve important goals.
– The skills required to continue company growth are market scarce
• Philosophical implications: – We align learning to business needs – We develop skills externally as a talent acquisition channel – We blend best practices and innovation for curriculum and course design – We use blended learning approaches and technology to enable global delivery – We will measure and we will report on the end to end experience – We prioritize the learners experience
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45 www.rackspace.com
Collaboration Beyond Your Team
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Support Team Structure
LT BDC Sys Ad
Account Coord Netsec Accnts
Rcvble
Virtualization
Storage
Backbone
DCOPS
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• Bullet 1 • Bullet 2 • Bullet 3
– Sub-bullet 3
• Bullet 4
Sample Text Slide
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Global Reach
Serving Businesses in 120+ Countries
North American Region Offices: Austin, TX Blacksburg, VA Chicago, IL Cincinnati, OH Duluth, GA New York, NY San Antonio, TX San Francisco, CA St. Louis, MO
Data Centers: Ashburn, VA Chicago, IL Herndon, VA Grapevine, TX Richardson, TX
Offices: Amsterdam, Netherlands Hayes,UK Zurich, Switzerland Data Centers: London, UK Slough, UK
Offices: Quarry Bay, Hong Kong Sydney, Australia Data Center: Fo Tan, Hong Kong Erskine Park, Australia
EMEA Region
APAC Region
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RACKSPACE® HOSTING | WWW.RACKSPACE.COM
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53 www.rackspace.com
Living Company Core Values That Inspire
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www.rackspace.com
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www.rackspace.com
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Our Core Values… FANATICAL SUPPORT in all we do: Create customer experiences that create an emotional attachment RESULTS first: substance over flash Committed to GREATNESS PASSION for our work Full disclosure and TRANSPARENCY Treat fellow Rackers like FRIENDS and FAMILY
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www.rackspace.com
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Chris “Shaggy” Schneider
Racker Since 2000
Loves Bacon
Seeks To Be Involved
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How Do You Measure Success?
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How We Measure Rookie O Effectiveness – Key Metrics • Net Promoter Score (NPS)
– Would you recommend this class to a friend or colleague?
• Learning Performance Index (LPI) – An index of 6 questions that evaluates:
• Participant engagement • Content/Flow • Demos, activities, etc. • Class expectations • Job applicability • Potential to help student with work
• Learning Objectives – Survey questions that measure the
program’s achievement of learning objectives.
• Lower Control Limits – Baseline expectations
9.32 9.25 9.39
8.00
8.50
9.00
9.50
10.00
May Jun* Jul
Achievement of Rookie O Learning Objectives
69 75
83
50.0060.0070.0080.0090.00
100.00
May Jun* Jul
NPS
0.66 0.71 0.68
0.500.600.700.800.901.00
May Jun* Jul
LPI
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Onboarding: How Do You Measure
“I want to use this as an opportunity to let you know that ‘Rookie-O is Awesoooooooooome!!!’. You made it feel like a giant celebration of arrival of new Rackers – I feel welcomed, appreciated and inspired.” - IOTA SEPTEMBER 2014 ROOKIE
“I’ve just finished 23 years with one organization, and for the last 10 years I’ve been in leadership positions with plenty of control, so a new country, a new job, and new culture has been a bit mind-blowing at times. The learning side of the course was awesome. Of course it was awesome, the President, the Founders, the Leaders, if we can’t learn in that environment we definitely don’t deserve to be here. But it was the cultural side and personal side that I really wanted to say thank you for.” - IOTA 2014 SEPTEMBER 2014 ROOKIE
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Deep Dive of Themes: • Great core values & culture • Love our work environment • Value work life balance • Teamwork & team members • Rackers enjoy their work • Rackers feel they make a
difference • Happy with their direct manager • Love the learning opportunities
What do you like best about working at Rackspace?
Culture & Values 53%
Training & Development
10%
Collaboration (Teamwork and
Goals) 9%
Leader & Managers
7%
Global Other 5%
Product (Product
Roadmap, Product
Releases, Cloud) 4%
Communication 4%
Well Being 3%
Systems & Tools
2%
Rewards & Recognition
2% Resources
(Headcount & Talent)
1%
“I still enjoy the collaborative and mostly positive culture we have at Rackspace and I think those same Core Values I adopted when I joined the company more than six years ago, still ring true today.”
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Deep Dive of Themes: • Better communication within
departments • Improve communication across
different departments • Systems & tools need
improvements • Better collaboration between
departments • Better accountability measures for
the following: – Core Values – Behaviors – Performance
What one or two things could be done to make Rackspace a better place to work?
Culture & Values
23% Training &
Development 9%
Collaboration (Teamwork and
Goals) 7%
Leader & Managers
14%
Global Other 4%
Product (Product
Roadmap, Product
Releases, Cloud)
3%
Communication 14%
Well Being 8%
Systems & Tools 10%
Rewards & Recognition
3%
Resources (Headcount &
Talent) 5%
“Better communication across departments. There is a lot of work being done in silos that needs to be done together.”
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Direct Managers should continue to: • Provide constructive feedback • Provide career & personal
development • Hold team meetings • Provide guidance
What is the one thing your manager can do to enhance or maintain your engagement?
“I thoroughly enjoy coming to work when I know I have a great manager backing me 110% of the way”
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Where Do YOU Want To Be In...
69 www.rackspace.com
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THANK YOU
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The Nickname “SugarBear” Was Born!
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