Employee Engagement Study

MAFOI CONSULTING SOLUTIONS LTD

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1.0 Ma Foi’s Approach to Employee Engagement:

Employee engagement is one of the key contributors to an organization’s

growth. Empirical evidence suggests that employee engagement has a direct
impact on the quality of work and customer service as well as retention of
employees.

Ma Foi’ approach to employee engagement is based on the following

premises:

• Employee engagement is healthier when the drivers (motivators) of

employee engagement are in alignment with the needs of the
organization.

• Every organization is unique, that is shaped by the organization’s needs -

articulated in the form of vision and goals. Consequently, the key drivers
of employee engagement differ from one organization to another. In other
words, what would drive employee engagement in an organization would
be not fully relevant for another organization.

Therefore, the core tenets of Ma Foi’s approach to enhancing employee

engagement are as follows:

• That the study is organization’s goals-centric as well as employee-

centric.

• The study is customized for the organization.

Employee engagement is defined at two levels - at one level, employee

engagement is summarized by the following:

• Overall opinion about their working experience in the organization;

• Loyalty intent;

• Recommendation likelihood; and

• Feeling inspired to give their best efforts

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 These are called the engagement measures. The second level would be the
key drivers that impact employee engagement. The drivers provide
specific inputs to enhance employee engagement to the organization’s goals.
In addition, there would be inputs to control attrition.

Broadly, the dimensions that would go under the microscope of an employee

engagement study are as follows:

• Quality of Experience: Role, Infrastructure, Managerial support, Inter-

departmental interfaces, Team-work, Compensation, Communication.

• Customer orientation and practices: Opinions about organization’s

products and services vis-à-vis customer needs, complaint resolution and
other relevant aspects.

• Work processes: Quality, efficiency, productivity.

• Vision / Mission: Awareness and related practices

• PMS, Career intent & growth opportunities: People’s disposition to build a

career and opinions about succession planning.

• Views about brand image: Pride in working with the organization.

While the above dimensions are a starting point, the specific and relevant
dimensions as well as the areas under each dimensions to be studied in an
organization are finalized based on a rigorous research process that
encompasses the organization’s needs as well as employees expectations and
experiences.

In summary, Ma Foi’s approach can be described as follows:

• Organization-centric as well as employee-centric;

• Customized questionnaire;
• Overall engagement measures;
• Drivers of employee engagement;
• Juxtaposing drivers of engagement with organization’s needs; and
• Actionable findings to address attrition and to enhance quality of work and
customer service.

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 The following sections detail the objectives and the methodology.

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2.0 Objectives:

The objectives of the study are as follows:

• To understand the organization’s goals/needs;

• To understand employees experiences and expectations in their working

with the organization;

• To design a customized employee-friendly questionnaire;

• To enable employees participation in the study;

• To determine engagement measure and the key drivers of employee

engagement;

• To determine key strength areas that need to be consolidated; and

• To determine key areas for intervention to enhance employee

engagement.

3.0 Methodology:

The above objectives will be achieved in five phases as follows:

Initial Sensing:
Organization’s needs,
People’s experiences &
expectations

Questionnaire Customization

Data Collection

Data Analyses and Outputs

Blueprint

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3.1 Initial Sensing:

The ‘initial sensing’ phase is a rigorous qualitative process with the objective
of developing a customized questionnaire.

This phase will comprise two stages as follows:

• In the first stage, Ma Foi consultants will have discussions with key
executives of the organization. The objective would be to understand the
organization in terms of its businesses, its goals and various aspects
related to employees.

• In the second stage, Ma Foi consultants will hold in-depth, one-on-one

interviews with a sample of employees. This is aimed at understanding
employees’ experiences and expectations in their working with the
organization. These employees would be chosen across level, tenure and
employees’ performance. In addition, we will conduct such interviews with
a sample of employees who have exited Kalyani Lemmerz.

We will conduct interviews with about 20 employees. These interviews will be

conducted by skilled consultants.

A findings report will be prepared based on the above. This report will be the
basis for customizing the questionnaire.

3.2 Questionnaire Customization:

The findings from the above will be the basis for questionnaire development.
Specifically, the issues will be converted into positive statements with a five-
point scale ranging from strongly agree – strongly disagree.

In addition, the questionnaire design will ensure continuity with any similar
studies conducted in the past. Specifically, all the critical statements asked in
the earlier studies will be included in the questionnaire.

Typically, the questionnaire will comprise about sixty statement spread over
six to seven dimensions. There will be a demographics section to capture
employee’s level, location, function and such others. The questionnaire design
will ensure confidentiality of employees’ responses.

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 The questionnaire would be bi-lingual of English and Marathi.

Ma Foi and Kalyani Lemmerz will jointly finalize the questionnaire.

3.3 Data Collection:

All employees numbering approximately 350 across Pune will be targeted for
coverage.

The data collection can be done through the electronic as well as the paper-
pen method.

The data collection process will be organized to ensure confidentiality of

employees’ responses.

The following are the essential steps in preparation for data collection through
the electronic method:

• Personalized letter from the CEO/MD detailing the objectives of the study,
Ma Foi’s involvement and assuring confidentiality.

• Converting the finalized questionnaire into the electronic format.

• Questionnaire testing.

• Hosting on Ma Foi’s server.

• Password for each employee (not linked to the employee).

• Questionnaire access for each employee through Kalyani Lemmerz

firewall.

The following will be the process to complete the data collection through
paper pen method:

• Personalized letter from the CEO/MD detailing the objectives of the study,
Ma Foi’s involvement and assuring confidentiality.

• Employees taking part in the survey will be divided into groups of 25 each
on a one hour slot to finish the questionnaire.

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 • Ma Foi consultants will brief each group of employee on the questionnaire
and assure confidentiality.

• The filled questionnaire will be dropped in a sealed ballet box.

• These boxes will be taken by the Ma Foi consultants to their office every
evening.

3.4 Data Analysis Methods and Outputs:

The data analysis is a rigorous process with the help of time-tested statistical
techniques. The following will be outputs as a result of the data analyses:

• Dimensions and specific areas (within each dimension) where employees

are positive and negative respectively, in their working with Kalyani
Lemmerz.

• Employee engagement index and the key drivers (motivators) of employee

engagement.

• Level of alignment between employee engagement drivers and

organization’s needs.

• Organization-wide and department-wise action agenda to enhance

employee engagement in the context of organization’s needs.

All the above analyses will be done separately for workmen and executives.

The following is a brief description of the statistical techniques:

• Factor analysis is a classical statistical technique that looks for patterns

across employees’ responses and groups attributes that employees’ see
as being related to one another. In other words, factor analysis will help
unearth the model through which employees’ relate to Kalyani Lemmerz.

• Regression analysis helps in prioritizing the ‘factors’, which then become

the key drivers of employee engagement.

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 • Attribute-Sensitivity analysis will prioritize the attributes in terms of their
significance to employees.

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3.5 Blueprint:

The findings will be collated and sent across to key executives of Kalyani
Lemmerz for familiarization with the findings. A presentation will need to be
organized a week thereafter where senior Ma Foi consultants would discuss
the implications of the findings, based on its past experience and in the
perspective of organization’s needs.

The blueprint will detail the key strengths of the organization that needs to be
consolidated and key action areas that will enhance employees’ engagement.
These would be organization-wide and wherever relevant, specific to a
department or a workgroup.

4.0 Similar Consulting Assignments:

Ma Foi has conducted numerous such assignments. Some of our clients

include the following:

• Thomas Cook
• WNS Global
• Tata Honeywell
• DHL, UAE and Bahrain
• ENOC Group, Dubai
• DIFX, Dubai
• Mphasis
• JCB
• Addison
• SKF
• OWSC, Muscat
• Nations Trust Bank, Colombo
• Hatton National Bank, Colombo
• Infinite Computer Solutions
• Syntel
• Amrit Fields
• Bonfiglioli
• Vodaphone

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 • Kumaran Software
• Knowledgeworks Global
• Institute of Chartered Accountants of India
• Centurion Bank of Punjab
• Reliance Life Insurance
• Oilco Services Limited
• Keld Ellentoft
• Times Internet
• Royal Orchid
• LM Glasfibre
• BASF – The Chemical Company

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 5.0 Profile of key consultants in Employee Engagement Studies:

1. Name of Staff: S Ram Kumar

2. Profession: Human Resource Consulting

3. Designation: Practice head - Diagnostics

4. Years of Experience: 14

Key Qualifications:

Expert in: Organizational diagnostics – Employee Engagement Studies, Exit

Diagnostic studies

Ram specializes in determining the key motivators for employees through

employee engagement studies. He has developed a framework of employee
engagement that combines organizations needs as well as employees’ needs
so as to draw-forth key issues relating to their alignment. Ram is skilled at
qualitative and quantitative research techniques that helps derive key insights
that help organizations move closer its goals. He has handled numerous
studies for a wide range of organizations in the sectors of engineering, IT,
ITES, services, petrochemicals and FMCG.

A second area of his focus is exit diagnostic. This is aimed at arriving at a

prioritized set of actionable inputs to control attrition.

As part of practice development he developed a robust electronic-based data

collection module with the help of the technology team.

His consulting approach is essentially, client-business centered and decision-

oriented.

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6.0 About Ma Foi:

Ma Foi (‘my trust’, in French) has within a decade of its existence grown to be
one of the country’s most renowned integrated HR services company, with a
core team of over 400 professionals bringing diversity in background and
domains of experience.

Ma Foi’s HR Consulting arm has worked with over a hundred organizations

across India in areas spanning employee satisfaction studies, organization
structuring, manning, HR policy development and deployment, training,
compensation studies and structuring, assessment.

Ma Foi’s consulting approach has been built on a preliminary diagnostic

platform, the depth of which has often been guided by the scope of
engagement. This ensures that the consultant achieves clarity of the client
context and deliverables, and realistically communicates capabilities,
expectations that can be fulfilled and those that cannot be. Our interface with
our partners is marked by candor rather than obfuscation, professional
integrity in delivery rather than expediency.

Ma Foi’s quest for installation of quality processes in all its services led it to
model its quality system consistent with ISO 9001 standards. It was awarded
the ISO 9001 certificate in 2000. It is also aware that such certification is a
beginning in the quality journey rather than the pinnacle, and focuses on on-
going review and improvement of its processes.

In a nutshell, Ma Foi’s internal structuring along practices, its manning

composition that ensures diversity of experience and expertise, its internal
processes that enable transfer of resources and expertise across teams and
locations, and its client centered systems come together to in the consulting
context and make for a meaningful and fulfilling consulting experience.

Today Ma Foi Management Consultants is India’s leading company in the area

of HR Services. With offices across 10 locations in India and 4 locations
internationally (London, Singapore, Dubai and Malaysia), we are India’s first
domestic international player in this industry.

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 There are two key principles that have brought us to this position:

1. A belief that there is great value in our Indian-ness. A key learning for us
from the Indian systems of knowledge is the ability to see holism in
whatever we do. Thus, when we work on a consulting assignment with an
organization we first see it as a whole and subsequently as interrelated
parts.

2. We believe in combining internal wisdom with external insights. In all our

work we spend time trying to understand the “Internal Wisdom” while
providing the “Insights” of a consultant. Thus our recommendations are
close to what is most likely to work within your particular organization.

Govind Viswanathan
Consultant HRC

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