An employee feedback system using Google Survey Form / Francisco E. Aguirre

Year : 2014

Number of Pages : 50 leaves

Adviser : Dr. Serafin D. Talisayon

Executive Summary

In any competitive industry, employee voice is increasing in importance. Based on research, organizations believe voice to be important in delivering both employee engagement and sustainable business success. Often referred to as employee feedback it is, in fact, considered one of the enablers of employee engagement that can significantly impact business performance. There is a wide array of approaches to facilitating and measuring voice with significant differences by industry, sector, and size of the organization. These approaches employ different forms of two-way communication between the employer and the employee. It may be used by the employer to access employees' opinions and beliefs, involving them in the decision making process, or resolving differences of opinion. It may be used by the employee to gain access to the knowledge and expertise in the workplace. Employee voice is about employers sharing information with employees, encouraging them to express opinions on decisions that affect them and making sure their views are listened to. Responses vary to questions on people's understanding of what employee voice means, but many identify it with communication between employees and management. Organizations use a variety of channels to access employee voice. The most regularly used channels are team meetings and one-to-one meetings between line managers / direct reports - both are used by over 80 percent of organizations. These are followed by staff surveys and direct contacts with senior managers. In the Business Process Outsourcing (BPO) industry, employee voice or feedback is often underutilized. Although BPO companies strive to lower their turnover rate, managers would rather ignore employee feedback data in favour of pirating competitors' employees. For this project, the subject BPO is the Healthcare Division of Company Z. The project aimed to build a business intelligence indicator that would help its management identify key issues that are often overlooked because of day to day deliverables. By addressing these key issues, management should be able to lower the attrition rate of the organization and improve overall performance as a result. The primary methodology used was an online survey via a Google doc application, supplemented by a focus group discussion (FGD) that used the Affinity diagram. Results reveal a positive response from the targeted employees regarding the initiative, with respondents expressing sentiments ranging from the slow computer system and the lack of training materials, to monthly recognitions, etc. The respondents also answered some relevant questions, such as : "Are you happy with the workforce?", "What is your idea of an ideal workplace?", "How long do you see yourself staying in the company?" Overall, the survey was a great tool to hear the real voice of the employees, and enabled them to use this platform to improve their workplace and the organization.