How to Build a Strong Company Culture in a Global Organisation with NTT Data
How to Build a Strong Company Culture in a Global Organisation with NTT Data
Every organisation has a culture, whether it was intentionally or passively created. A healthy workplace culture is one of the fundamental elements of a successful company. In today’s global landscape, businesses extend their operations across borders and cultivate diverse workforces. Developing and maintaining a strong culture in this context presents some unique challenges. A positive work environment benefits a company in numerous ways, which is why it is essential to build that culture rather than leave it to chance.
During our insightful conversation filled with personal anecdotes at the 2023 Top Employers Inspire event, Kim Curley, VP of People & Organisation at NTT DATA, shared valuable perspectives and actionable strategies on the art of crafting and nurturing a strong corporate culture. Kim’s role is unique in that she’s responsible for NTT DATA’s internal change management process and for the organisation’s consultancy services in that space, which she called “the personal side of business where all the wonderful messy, human things happen.” Experiencing change from the inside and managing it as a third party for other organisations has given her great insight into how to successfully build a strong culture.
Crafting a Culture
Like many companies, NTT DATA re-evaluated its priorities and values during the massive societal and workplace changes brought on by the pandemic. Kim explained, “We had been through a tremendous amount of change in the past three years and we wanted to assess what aspects of our culture had weakened that we needed to strengthen.” Trust, community, and success were the three values identified through their discussions.
The next step was deciding how to strengthen those values in their workplace culture. Kim shared that the discussion began with a guiding question: “How do we define these values that make us special and make us a place where people want to come work and a place that clients want to hire?” Three strategies emerged as important aspects of crafting their culture.
Involve employees in developing initiatives around the three core values. If culture is not built from the ground up, it will be very difficult to enforce it from the top down.
Create a social accountability contract. Foster a sense of responsibility among employees to embody and uphold the core values.
Anchor to a career coach model. Resources extend beyond hierarchical, mentor-like relationships to help employees develop across the different roles they hold as consultants and over the arc of their careers.
Changing people’s mindsets is one of organisations’ most significant challenges when implementing new initiatives. “It takes a tremendous amount of energy not only from the people trying to encourage the change but also from the brave souls trying to make the change. That’s always the hardest part, to be a supporter and to step into that new space,” said Kim. This process was an excellent opportunity to lean on the social accountability contract and encourage employees to support one another as they adapted.
Silos
Silos are another familiar challenge companies face, and this challenge becomes even more pronounced when a company operates on a global scale. One of the significant problems posed by silos is their potential to impede the growth of a company-wide culture. To confront this issue head-on, Kim’s team developed a proactive strategy. She described their process, “We look at what our company values mean for each team. What can be done to make these values come to life in our individual geographies, business units, and ways of working?” For example, the community looks very different for a team co-located in the same geographic area with an office space than for a remote team working from different countries. Community is equally essential in both scenarios, though initiatives to cultivate a sense of community will look very different.
Organisational Hurdles
Aligning policies and procedures with company culture is essential to NTT DATA’s success. “When you’re trying to change culture, one of the things that will trip you up the fastest is if the organisational elements of your business do not support the cultural change,” Kim said to elaborate on this point. Changes to a company’s infrastructure have far-reaching effects and can either support or hinder how the culture evolves. Therefore, it is critical to be intentional about company policies and structure them in a way that supports the culture.
Kim compared their approach to caring for a garden to summarise how her team fosters a strong company culture. “You have to constantly nurture it to help it grow and be very aware of what you add to it,” she explained. Ultimately, a positive company culture is a constant work in progress. Although building it requires time and effort, the long-lasting benefits are immense. Low turnover rates, boosted productivity, and high morale are all results that help a company achieve success.
One of the things I enjoyed most about our discussion was hearing about Kim’s personal experience with NTT DATA’s cultural changes and how those changes impacted her daily workflow and her relationships with colleagues. I encourage readers to check out our full conversation for even more insights and a personal perspective on what a strong culture can mean to employees.
Haier Europe: Elevating its People Practices with the Top Employers Programme
About Haier Europe
Haier Europe is a global leader in home appliances and consumer electronics, recognised for 15 consecutive years as the world’s No.1 brand globally in major appliances, selling under the Candy, Hoover and Haier brands. The organisation comprises of 750 colleagues in the UK&I and 100,000 globally.
Haier Europe’s Top Employers Journey
Haier Europe had been on an improvement journey, investing heavily in people systems, processes and benefits and whilst colleagues inside the business would have seen the transformation, they wanted to receive external recognition in order to attract great talent, and give candidates the confidence to know that they had been certified by an external, independent validation process. They therefore joined the Top Employers Certification Programme, and following completion of the HR Best Practices Survey and Validation Process, were certified as a UK Top Employer 2023.
Elevating its People Practices
“We have definitely seen the profile of our employer brand increase, we see our candidate numbers are very strong and our retention figures are improving in key areas, but the most important outcome from joining the Top Employers Programme is that it has really made Haier Europe a better workplace for our colleagues because it has given us the impetus and direction to keep improving.” Matthew Given, Group HR Director UK & Ireland, Haier Europe
Having achieved Top Employer Certification in year one, the Haier Europe team immediately started work on its action plan to further improve its HR, using the Top Employers Results Dashboard. They did this by:
Having a dedicated team of specialists within the HR team working on the Top Employers Certification project.
Aligning the Top Employers HR Best Practices Survey topics and results with the action plans and choosing focus areas which would add most value to the business.
Regularly reviewing with the team each quarter to ensure that improvements were being made within these focus areas.
Impressive results
In year two, following on from the action planning, Haier Europe increased their score on the Top Employers Best Practices Survey by 20% points.
They had prioritised Employee Listening, wellbeing and DEI, with the new colleague listening strategy bringing great insights and making sure that they really understood how colleagues felt about the business and its programmes. They also mapped, explored and improved many more colleague and candidate journeys.
The leadership team has also taken notice of the tremendous progress and are now championing many new initiatives across engagement, wellbeing and DEI.
Whitepaper | A Step-by-Step Process to Driving ROI and Growth through Effective Wellbeing Practices
Employee wellbeing is not just a trendy buzzword but a critical factor that directly impacts organisational success.
Employee wellbeing is not just a trendy buzzword but a critical factor that directly impacts organisational success. Over 95% of Certified Top Employers understand wellbeing’s importance as a strategic priority.
While many organisations are working to embrace effective wellbeing practices, they are still weighing up the return-on-investment on these initiatives.
In our latest whitepaper, A Step-by-Step Process to Driving ROI and Growth through Effective Wellbeing Practices, we are diving into the data around wellbeing with practical actions that businesses can put into practice to get the best out of their people.
Download the whitepaper for free to discover:
How employee wellbeing is critical for the success of an organisation.
A data-driven approach to making wellbeing decisions that involves three pillars: a holistic strategy that covers the health of body, mind, and spirit; predefined metrics to measure and track wellbeing trends; and regular evaluation of the utilization and satisfaction of wellbeing programs.
How to effectively evaluate wellbeing programs with information about how organisations should define objectives, identify root causes of problems and challenges.
Best Practice | Purpose at Mondelēz International
All around the world, the lines between meals and snacks are blurring. Snacking—those moments when you reach for a delicious bite between meals—is rising. However, there is also a universal cultural tension; people don’t want to choose between snacking and eating right. That is why one of the Top Employers, Mondelēz International, aims to empower people to snack right.
Mondelēz International strives for its employees to live that purpose, understanding how their role and work contribute to it. Mondelēz International also hopes employees will connect with their own personal purpose and their teams’ future plans, with goals aligning with the organisation’s three pillars: Nutrition and Well-Being, DEI, and Sustainability.
This is just a snapshot of Mondelēz’s innovative best practice. You can find the entire practice in our HR Best Practices database, which is exclusively available to Top Employers. Get inspiration and insight into the approach, challenges and learnings experienced by certified Top Employers. Access it now via the Top Employers Programme if you are certified or learn more about it here!
Why the practice was needed
Mondelēz International understands that purpose matters to people. When everyone understands and believes in it, there is deeper employee engagement and more passion for what they do. Purpose also matters for profits and organisational alignment. It is a performance driver. The organisation wanted to tell a real story of who it is and what it stands for, which led them to create this practice.
How the practice was implemented
To better understand and implement their purpose, Mondelēz International took the first step: they refreshed their strategy and launched their 2030 vision in 2022. At that time, they started sharing the importance of their purpose with employees. They connected each pillar with different initiatives that linked everything employees do to the organisation’s mission and purpose.
Nutrition and wellbeing: Connecting with different initiatives such as “Snack Mindfully,” which is focused on helping consumers snack mindfully, in the moment, and get even more satisfaction from the food they eat. In line with this pillar, the organisation has an MDLZ change makers programme in which any employee can participate. The programme enables employees to play a direct and impactful role in their communities by giving their time, talents, and services.
Diversity, Equity & Inclusion: Mondelēz International believes that an inclusive, winning growth culture will help promote higher employee engagement and better business performance. As such, they offer inclusivity training to establish inclusive leadership practices and develop greater cultural competencies. The organisation is also committed to driving a more inclusive supply chain through its Economic Inclusion & Supplier Diversity (EISD) programme, where it strives to create mutually beneficial business relationships with suppliers that strengthen communities and deliver value to both consumers and employees.
Sustainability: To make snacking more sustainable, the organisation strives to understand risks and their potential impact, focusing on opportunities to lead and to drive change in places that are especially vulnerable around the world. The organisation has set goals in certain areas – and added new ones over time – to enhance their impact and delivery at scale. Programmes like “Cocoa Life” bring the total investment in the programme to $1 billion since 2012.
Results of the practice
Increased motivation and engagement: Employees understand the why of their duties and contribute to a larger goal.
Improved retention: External studies show employees are likelier to stay with an organisation whose purpose aligns with their values.
Global Work from Home Day 2024
Q&A with Paola Bottaro, People & Business Operations Director at Top Employers Institute It is safe to say that the way we work has changed fundamentally. Today’s workforce has expanded through digital connectivity and remote collaboration. As organisations all over the world adapt to new work models, we celebrate Global Work from Home Day as the vehicle through which employees and employers celebrate the flexibility and productivity obtained through remote work.
What are some of the key benefits of working from home?
When allowing the flexibility to work from home, organisations are creating a positive work environment for all kinds of living situations, life phases, and personal preferences, this takes out of the equation the exclusion that happens when you dictate how people should relate themselves to work.
Inclusivity brings multiple advantages to adopting a work from home model because it benefits both the employee and the employer. Employers see a bigger pool of people who can be successful at the organisation. For professionals, an enhanced opportunity to choose how they work is offered. The added autonomy of working at home, office, or shared workspace increases their wellbeing and helps them perform better.
We see high engagement at Top Employers, even with people working from home, but we know the key is to make sure we maintain this level of engagement. We must continually gather information to develop ways to stay connected as the organisation grows. That is why we focus on the importance of creating a programme that is intentional by design.
To create an intentional programme, we must first know the relationship between employees and their work. What should this look like? In organisations with a human-centric approach, there is the employee, then the team, then the company, and this needs to be well defined. At Top Employers Institute, we continue to develop the process of defining how the employee relates to the team and the company to offer them a journey that is aligned throughout the world. This explains how we look at variables like work location and decide what needs to be in place no matter where you work to keep high levels of engagement.
Intentional connection is the key. By making connectivity a goal, we see how working from home fits into the bigger picture of how professionals work and how this shapes the employee-employer relationship. Connection can’t be left up to chance. It must be worked into an organisation’s goals, and these goals should answer questions like what the relationship between the employees and the employer should look like. How do the employees relate to the work at hand and to the overall goals of the organisation?
Working from home should not equal working in isolation. There should always be opportunities for employees to learn from each other and model behaviours that create the corporate culture, not in a forced way, but because they like it.
Practical examples include:
Creating an environment that promotes the exchange of information.
Fostering efficient processes that support an employee’s best performance.
Encouraging a sense of belonging through shared rituals like traditions or team events that improve the employee experience.
Providing opportunities for employees to contribute to the company’s narrative and identity.
Understanding that this is a work in progress and that growth and change are vital to creating a good programme for the employees.
What are some things to be aware of when working from home?
Employees must have what they need to perform their role. This is not just in physical items like computers and desks but also in processes that allow for connection with colleagues and managers, including periodic connections to evaluate performance and ensure goals are being met.
Keeping a work-life balance can sometimes be harder. One surprising fact is that many people tend to work more when working from home because they’re relaxed and forget the time. Finding the balance when working from home is an important part of why this arrangement must be intentionally planned as it is important to the employee’s wellbeing.
How can an employee advocate for remote work accommodations?
An employee’s work environment needs to match their own beliefs and vision to bring about the best work. It’s a very personal decision, and it won’t look the same for all employees. Our belief at Top Employers Institute is that everyone we hire is a professional and is motivated. The organisation and the employee should work as a team to make sure the employee has what they need to be successful because the motivation is already there. It’s hard to believe that providing employees with what they need to fulfil their duties doesn’t link to better financial results for the company because people are happier, and happier people perform better.
When advocating for this type of work arrangement, the organisation must be able to see how this is of mutual advantage. The culture in the organisation must be the type that believes that giving people autonomy will produce better employees, so making a business case for this type of work set-up must show how it will improve productivity.
What advice do you have for companies deciding on their policy for a work from home programme?
For us, the priority is getting the right person for the job rather than the right person, in the right place, in the right time zone, and in the right phase of their lives for the job. The model is simple, but the effect is huge. There are a lot of systems to hold up this style of working but having a productive workforce should be the goal.
Organisations are hiring professionals, and the expectation is that they should know what they need to be successful. This can only happen once the definition of success inside the organisation has been explained. A certain balance in autonomy, sense of belonging, and a clear picture of what is expected of the professional is the key to developing a great work from home programme.
Part of it is, of course, where the employee is physically doing the work. The other part is how they are staying engaged. Are they collaborating? Do they feel connected? Many elements that can be used to create the right work from home environment, and this is where we should focus on the philosophy or point of view and not where a person is physically working.
The role of the organisation is in coordinating the matrix that facilitates the connections to happen between employees. Reinforcing the culture, common language style, ad hoc encounters, and building relationships are some of the tools an organisation can use to facilitate connections between employees.
Organisations that keep a human-centric approach must continually ask if policies are still working for the wellbeing of the employees and for reaching the organisation’s goals. We need to make sure we take care of each other; if one sees the other is not doing well in our definition of success, it’s my responsibility to help you out. Your success is my success. The human-centric approach towards working from home is just one element of a whole approach to a person-centric work culture and it’s what we believe is the right thing to do for a successful company.
During Top Employers Inspire 2023, we got an insider’s view of how Top Employers Institute is becoming a human-centric organisation. Paola Bottaro, People Director at Top Employers Institute, talked to Wouter van Ewijk about how the business has adapted to support its employees better while learning to be mindful, empathetic, and purposeful. You can watch that session here.
Best Practice | Virtusa’s Talent Digital Transformation
Certified Top Employer, Virtusa, committed to an 18-month-long HR digital transformation to dramatically change the digital experience for their employees, covering everything from recruiting and onboarding to learning and development, inclusion, and rewards. The organisation did not simply make small incremental changes; they reimagined all their processes and radically transformed them into a single, fully integrated, hyper-personalised employee platform.
This is just a snapshot of Virtusa’s innovative best practice. You can find the entire practice in our HR Best Practices database, which is exclusively available to Top Employers. Get inspiration and insight into the approach, challenges and learnings experienced by certified Top Employers. Access it now via the Top Employers Programme if you are certified or learn more about it here!
Why the practice was needed:
Although technology is at the core of their business, Virtusa struggled to make technology work correctly for their employees. They had too many disjointed systems that were not creating a seamless employee experience. The systems were not driving engagement or speaking to one another. Eranga Pathirage, VP & Head of HR for the UK, Europe, and the Middle East + the Global Head of HR Tech Transformation, helped the organisation dramatically improve its talent understanding and engagement through a digital HR transformation.
Pathirage recalls that they already had all this valuable data about their 35 000 employees across 25 countries. As a provider of technical services, they respected and knew the power of technology. They saw a solution in centring the relationship between technology and their employees to drive adoption and employee loyalty.
Pathirage recalls that the most challenging part of their HR digital transformation was the beginning, as he and his team wanted to be bold and did not know exactly how to start; they wanted to involve everyone in the business and obtain their buy-ins as well. Pathirage and his team took on the enormous task of reviewing all their processes to truly reimagine a digital solution offering their people an optimal employee experience. As he explained, they were not making incremental changes to some of their HR systems but instead re-hauling the entire process. In thinking through the right solution then, they followed some important grounding principles:
There would be one single source of truth.
Their HR digital solution would be fully integrated within Virtusa’s IT system.
The technology they picked would also give the company the ability to evolve. The technology selected and implemented should allow Virtusa to stay agile and guide the business accordingly.
As a technology services organisation, Virtusa also wanted to put technology first.
With these grounding principles, the organisation set out to pick a Software as a Service (SaaS) solution for each element of the employee experience. The solution as a whole was born in the cloud.
The results of this HR digital transformation can already be seen. The company now has an AI chatbot to assist in a personalised candidate experience, providing a consistent company story for prospective employees. SkillPrism, powered by AI, can create an employee profile from multiple data points to fully understand competencies within the business. The company can now also offer a personalised learning journey for their employees and, through Edge, can offer their own internal “LinkedIn,” giving each employee one to three personalised job openings across customers, domains, and countries.
Once this digital solution was offered, Virtusa employees adopted it quickly, with an 85% adoption rate in the first two weeks.
Learn more about the Top Employers Certification here.
Navigating a Dynamic Workforce
Top Employers Institute’s Navigating a Dynamic Workforce analyses the latest trends in the changing nature of the workforce and how employers can navigate and adapt to a dynamic workforce while maintaining employee engagement and success.
In the report, our analysis offers organisations a look at how they can unlock business success by leveraging and empowering their contracted, non-traditional talent with four recommendations. Those recommendations are:
Include contingent workers: Successful organisations value and respect every contributor, including contingent workers. They should be included in opportunities that normal employees would experience, such as access to various HR processes, practices, and deliverables.
Support employees with directing their own career evolution: Organisations should empower employees to chart their career paths and provide resources for self-directed learning. This can be done through online self-service resources, interactive career portals, internal digital career marketplaces, and mentoring/coaching for career development.
Provide resources that promote self-directed learning to all employees: The speed at which skills and skill demands are evolving requires ongoing reskilling. Organisations should offer online training programs, personalised learning portals, and micro-learning content integrated into everyday activities and facilitate opportunities for employees to learn from one another through online learning communities.
Facilitate a smooth transition into and out of the organisation for all employees: With a dynamic workforce, onboarding and offboarding become important ways to leave a lasting impression on employees. Organisations should optimise the onboarding experience and implement meaningful offboarding practices, including a fit-for-purpose offboarding experience and gathering feedback from departing employees.
You can read more about each recommendation and gain a better understanding of the trends affecting the world of work by completing the form on the left and downloading the analysis for free.
Best Practice | Momentum Metropolitan’s Offboarding Practice
The offboarding process occurs no matter what kind of contractual relationship an organisation has with the person who is leaving. The desired experience that Certified Top Employer, Momentum Metropolitan, wants for any person who has worked there is one where the individual intends to return to work for them or refer others to seek employment there. Momentum Metropolitan has, therefore, created a holistic exit experience covering activities across contractual obligations, business continuity, relationship management, and workforce engagement.
Certified Top Employer, Momentum Metropolitan, wanted to create a lasting positive impression with their employees with the final touchpoint acting within a collection of streamlined, supportive, and efficient experiences.
This is just a snapshot of Momentum Metropolotian’s innovative best practice; you can find the entire practice on our HR Best Practices database, which is exclusively available to Top Employers. Get inspiration and insight into the approach, challenges and learnings experienced by certified Top Employers. Access it now via the Top Employers Programme if you are certified, or learn more about it here!
Why the practice was needed:
The offboarding process can be stressful for individuals, as it involves an internal change management experience. It is also worth noting that it is only sometimes, or very often, that an individual undergoes offboarding, which means that this is also a time of ambiguity and reliance on others for guidance in the overall process. As it stands, offboarding relies on back-and-forth emails between various parties, and often, the individual needs to know who to turn to for information and what information should be looked at to support a smooth transition.
With the increased focus on employee experience and the competitive talent landscape, the offboarding stage is fundamental to ensuring a positive, lasting impact. When an individual leaves the company, this is an opportunity to create brand ambassadors, alumni talent, and a growing referral network for future talent pools.
During offboarding, the business also goes through the stress of capacity management, handover requirements, equipment and access controls. It may need more time to give the attention necessary for an individual to feel cared for and looked after.
Momentum created the following process to meet the needs of their offboarding practice:
Created an Offboarding Platform
Momentum Metropolitan ensured that all the relevant employees had access to the offboarding platform via our employee self-service HumanHub. Additionally, they ensured that the platform was digitally enabled for smartphones and desktops. The platform allowed managers and relevant admins easy access to the platform. They ensured a digital-first approach with tailored tracks for different employees and exit types.
Exit Questionnaire & Interview
Momentum Metropolitan had an integrated and streamlined digital solution for their exit surveys and interviews.
That became a one-stop shop for both the questionnaire and interview experience.
It was competency-driven for holistic feedback and data-driven insights.
Automated Processes
Reminders will be sent through push notifications on the HumanHub App, and emails will be sent at relevant steps in the process to keep HC and line managers in the loop throughout the offboarding process.
Automatic push to Documents of Record to ensure relevant docs are stored and accessible on the system.
Offboarding Metrics Dashboard
The HR team at Momentum Metropolitan were able to view available turnover and exit-specific insights.
Those metrics created visibility of offboarding journey trends and fall-off points.
Practice Guide
Momentum Metropolitan created an offboarding framework and principles of consideration to assist managers in the offboarding process.
Highlights:
A design-thinking approach was applied in unpacking the specific needs of employees, HR, and line managers during the offboarding experience.
The focus is on the entire journey, from pre-exit, during exit, and post-exit experiences.
Key touchpoints were identified up-front and positioned within the solution in such a way that we could gather data for significant insights through dashboard metrics.
Short iterative deliverables have been prioritised, allowing testing, feedback, and pivotal shifts that answer the real needs of their employees.
A digitally enabled offboarding platform where employees are guided through the process with easy-to-follow steps.
An integrated solution for both questionnaire and interview experience.
An offboarding dashboard with turnover stats, journey insights, and exit insights.
Finding Balance: How to Navigate a Global-Local Strategy with Dana Incorporated and JYSK Hungary
Combining global and local strategies is crucial for organisations operating in multiple markets and cultures. While doing this, how can organisations balance the benefits of standardisation and maintain a sense of authenticity in each location?
We spoke with Zsolt Tánczos, Compensation and Benefits Europe for Dana Incorporated, and Ágnes Nyester, HR Manager for JYSK Hungary, during the 2023 Top Employers Inspire event to learn more about this topic. Both companies have been navigating the global-local balance for years. Dana Incorporated has over 40 000 employees in more than 30 countries, and JYSK has 3 100 stores in 51 countries.
Through our discussion, we gleaned some practical tips and examples of creating a successful global-local strategy, which I will highlight in this article. Watch the complete discussion for more details about Zsolt and Ágnes’s experiences and actionable plans for replicating their success.
Integration & Differentiation for Multinational Organisations
Multinational organisations must decide how much to integrate or differentiate activities and policies across locations. Integration refers to standardising processes, systems, and policies to create efficiency and consistency. Differentiation means customising those aspects of an organisation–processes, systems, and policies–to meet the specific needs of each office.
As a conceptual retail company, JYSK has carefully considered the balance between integration and differentiation in their offices and stores. Ágnes explained why they chose to integrate their recruitment process, “Whether you are in Hungary or Spain, the recruitment process is the same, which means it’s transparent. This makes the process easy to measure, and progress is trackable from year to year.” If one location achieves notably higher or lower metrics, headquarters can gain insights into what’s happening and adjust accordingly.
Similarly, this unified approach helps the organisation retain talent. “Our policy is that 80% of open positions need to be filled with internal candidates. This helps us develop our future talents and support existing staff,” Ágnes described the reasoning behind their approach. If it is not possible to fill the position internally, then external candidates may be considered.
Zsolt gave examples of when differentiation is beneficial. “Local regulations need to be considered. If they aren’t, it can be a very painful situation that will block the entire process,” he explained. For example, he mentioned how data protection rules vary from country to country. Involving local experts and engaging key stakeholders early in the implementation process is essential to successful local operations.
Limited resources are another standard challenge organisations face on the local level. Zsolt described how this challenge often plays out, “if a local office is told to implement a change, the key questions are really: who and when? Because they might not have enough staff support, or it might be a bad time because they have other projects.” So, considering the dynamic of each office is essential while trying to implement policies across multinational organisations.
Global-Local Challenges For Multicultural Organisations
Navigating cultural differences is challenging for international organisations, especially when determining global-local strategies. Ágnes described a time when offices in three countries had the same management team. “We took the collaboration quite seriously. We had cultural training to better understand our different perspectives and motivations. We talked about the business plan and how to make it work in each office, and we met several times to keep things going smoothly,” she explained. Regular communication was the key to their success. Although it sounds simple, having good communication requires intentional effort to bridge cultural divides.
Zsolt described how fostering relationships between country offices is advantageous. “There were some production problems in our Belgium office. Because there was a good relationship between the Belgium and Hungary offices, we were able to quickly move some employees from one to the other to resolve the issue immediately while working on a more long-term solution,” he said.
As a multicultural and multinational organisation, Dana Incorporated knew the relocated employees would need help settling into their new environment. Zsolt elaborated, “We supported our colleagues with housing, tips about the local community, and connected them with colleagues through a kind of buddy system to help them have a smooth transition.”
While developing a global-local strategy, organisations must remember it’s a balancing act. There is no one-size-fits-all approach. Considering local dynamics helps avoid operational issues and creates a positive, efficient work environment, ultimately giving organisations a competitive advantage.
Paradigm Shifts: Agile HR Practices and Skills-Based Organisations
To close the 2023 Top Employers Inspire event, I sat down with my colleague Quinton van Es, Director of Research & Insights for Top Employers Institute, to discuss two closely linked topics –the funadamental shifts in HR practices and the rise in skills-based organisations. These ideas are reaching a tipping point in business practices and creating paradigm shifts.
At Top Employers Institute, we certify organisations based on best practices, which requires us to look ahead at developing industry trends and consider those that are proven successful. Agile HR practices and skills-based organisations are becoming more mainstream when there are many disruptions and uncertainties. From a business perspective, now more than ever, organisations need to be resilient, adaptive, and human-centric. We discussed how these two practices are enabling organisations to do just that.
From the basic tenets of each to the more significant industry implications to our personal experiences with each principle, our discussion covered a lot of ground. In this article, I’ll summarise the highlights of our conversation. You can watch our discussion in full at the end of the article.
What Are Agile HR Practices?
Working agile has long been established as a best practice for IT where rapid innovation was a necessity. Gradually, the ability to quickly adapt has become a strategic imperative for organisations, causing agile practices to spill over into other areas and functions. In HR, operations are moving away from a rules- and planning-based approach toward a simpler model based on feedback.
Organisations can struggle with agile HR operations because many things, like payroll, feel fixed–there is no trial and error. However, the application is more of a big-picture consideration. Quinton explained, “When it comes to working agile, we are used to seeing these principles applied to projects. In the context of operating models, a lot of organisations are more agile than they realise because they already have a continuous feedback loop in place.” The essence of this approach is about regularly receiving and responding to feedback rather than specific tasks.
There are considerable variations in how organisations apply agile principles to their HR operations. Quinton gave examples, “some organisations focus on the mindset and values. Other organisations are taking a more methodological approach and just implement scrum.” Each approach has its pros and cons. There is no one solution, which is part of what makes this paradigm shift so interesting.
Skills-based Organisations
Historically, jobs were the dominating structure for work. Job descriptions and titles defined who did what and how their work was managed and evaluated. This approach is falling out of favour because it hinders many organisational objectives, including growth, innovation, agility, and the ability to offer employees a positive work culture.
“A job-based approach is very linear and predictive but it’s also a reductive view of work and the individual. In contrast, skills-based organisations zoom in on specific skills and the whole person to consider how an employee’s talents may best be applied. It’s a more human-centric approach,” Quinton said to highlight why this paradigm shift is happening. Another reason it’s gaining popularity is that it offers a great deal of flexibility and adaptability.
As jobs shift from being the primary construct for work to being one of many factors, organisations must adapt their HR practices. HR writes job descriptions, sets compensation, and manages performance reviews–all tasks based on defined jobs. Skills-based organisations thoroughly shake up this model, reimagining employee management, which is partly why agile HR practices and skills-based organisations are often closely linked.
Benefits of Shifting
Working agile means iterations happen quickly–things are done slightly better each time. Employees do not have to wait long to see their feedback in action. Additionally, employees get used to adapting and a certain level of ambiguity. This model fosters a culture of continuous improvement and creates better engagement.
A human-centric skills-based approach supports employee well-being. It considers the whole individual, not just their education and experience. As a result, organisations can tap into larger talent pools, and current employees have a greater sense of mobility. “A famous example here is Google,” explained Quinton, “They acknowledged that they made a mistake by just relying on credentials because performance dropped. They figured out that they needed to consider motivation and individual skills more than specific credentials.”
Advice for Getting Starting
Starting small always helps ease the transition–it creates less of a shock to the system. “Why not put someone from IT that’s used to working agile on the HR project team and see what comes from that,” Quinton suggested.
It is also helpful to identify your value proposition. A clear understanding of your business case for making these changes will justify the required resources. A valuable next step could be a readiness assessment. This process will let you see if your organisation is ready to move into that domain and identify potential challenges.
From my experience during transitions, the art of letting go is essential for leadership. As you guide your organisation through significant operational changes, accepting uncertainty is a requirement. If you don’t, progress is seriously inhibited.
I invite you to watch our complete discussion to hear more examples of how organisations that are Certified Top Employers put these principles into action. The applications are quite varied and continuously evolving, making agile HR operations and a skills-based approach to work exciting trends to follow.
The Journey to Become a Top Employer
Tell us about yourself and your role at Top Employers Institute
Greetings, I’m Sebastiaan ter Horst, stationed at the headquarters in Amsterdam, where I have been the face of the Certification team since 2021 for Top Employers Institute. Leading a dedicated team spread across the globe. I take pride in steering the Certification process and ensuring optimal service delivery for our Participants.
As the Certification Director, my primary commitment lies in upholding the quality of our Certification program. Collaborating with diverse teams worldwide, I continuously strive to enhance our services and support our teams and individual members in their journey towards success. It’s not just about maintaining standards but also about empowering every team and team member to achieve excellence.
Can you give us an overview of the Certification Process?
The Certification Process consists of four stages: Service kick-off, Survey, Validation and Certification. It is designed to help the Participant benefit from our programme.
The first stage is the Service kick-off, as the words suggest, the start of the programme. The purpose is to set the right conditions for our participants to complete the Survey and be prepared for the validation process. Participants are provided with an overview of the upcoming Certification Process and what is required, receive a high-level look at the HR Best Practices Survey and any updates, plus be introduced and updated to the Top Employers Portal and supporting tools and materials.
The following stage is the Survey. Here, the Participants will answer the HR Best Practices Survey questions. Participants who are new to the program have the opportunity to answer all questions. Participants who have completed a Survey in the previous year have the chance to update their answers from last year and answer all the new HR Best Practices questions. When ready, the Participant submits the HR Best Practices Survey answers for Validation.
The Validation stage is the third stage in the process. The Validation stage aims to ensure the answers submitted in the survey reflect the HR practices and conditions provided to the employees within the company. By checking the consistency of interpretation and proactively correcting potential errors or ambiguities, Top Employers Institute ensures that all submitted data provided for certification is correct and reliable.
The Participant is contacted to schedule a Validation session. An overview of questions within the survey to be discussed will be provided before the session so you can prepare for your session with the HR Auditor. Additional clarification and/or evidence to illustrate that a practice has been implemented according to our definitions and requirements may be requested before or based on the Validation outcome. Typical examples of such requests for further evidence are employee handbooks, technology screenshots, policy documents, etc.
The Certification stage is the fourth and final stage after the Validation stage is completed. Certified Participants are invited to attend a Certification Activation session where Top Employers Institute will take them through all the communication tools available to leverage your employer branding activities as a certified Top Employer. In this session, Top Employers will also be taken through the structure and navigation within the Results Dashboard, including Benchmark data from other Participants of the Certification Program.
What makes the Top Employers Certification Methodology unique?
The Certification Methodology applied is unique in many ways.
The Certification methodology is a holistic and fact-based validation approach to the people practices available for the employees of Certified Top Employers and is not based on opinions or perceptions. It is a single methodology applicable to all participants in the program, ensuring that all Top Employers are held to the same standard, thus providing a global benchmark.
The quality of the validation process is ensured by a team of highly qualified auditors who went through a rigorous qualification process and are subject to ongoing learning and calibration. In addition, our quality process, including system, quality checks and monitoring, ensures that the highest level of quality for our Certification Program is ensured.
Lastly, our Certification program, including our processes and Certification Results, is subject to an annual external audit.
How often are the HR Best Practices Survey questions updated, and what drives those updates?
The HR Best Practice survey is updated yearly to ensure it syncs with the ever-evolving HR landscape. On average, 10 percent of the questions will be updated every year. A survey update is informed by (external) research into HR trends and developments as well as reviewing client data (trends in practice adoption) and input and feedback received by our clients during the various stages of the certification process (survey, Validation, results, ad-hoc feedback). Changes to the survey can be incremental, e.g. small tweaks to the description of a practice, or more significant (e.g. adding a completely new practice or even a topic). We always aim to find a good balance between stability and staying up to date.
How does Top Employers Institute decide how to weigh the importance of the different questions in the survey?
The centre of gravity in our HR Best Practices survey is the employee experience.
60% of the overall scoring points are in the domains Attract, Develop and Engage, as these domains represent the end-to-end employee journey. In addition, you will see that individual practices that directly impact the employee experience have a higher weight than practices that are supporting or conditional.
About 20% of the survey consists of benchmark questions, which are included for contextual purposes and benchmarking and are not scored. The weighing of the different questions in the survey aims to be effective in setting a meaningful threshold for certification.
Several standard and fundamental practices have a relatively high weight. These practices are seen as essential for any Top Employer. In contrast, ‘advanced practices’, which refer to practices commonly seen in organisations with slightly more mature HR practices, could have varying relevance depending on the organisation’s size, industry, or region. Although these practices might be inspirational to most, their weight and impact on scoring are relatively limited.
As the year-over-year adoption of practices is changing, the weight of individual practices is reviewed on a yearly basis, too. When needed, the weights are adjusted to reflect changed importance. Commonly, a new practice, when just added to the survey, will be given a low weight (or even introduced as a benchmark question), and when we see the adoption levels of these practices rising, we increase the weight.
How does your team validate the answers given by organisations in the survey?
First of all, with a lot of passion and motivation! For the validation moment itself, established criteria and standards apply to each practice and assess the level of maturity of a participant’s processes and procedures against these requirements, including looking at the supporting documentation. After initial review through the Top Employers Institute portal, the HR Auditor has a validation session with the Participant to discuss a selection of practices in more detail and clarification.
What upcoming topics and questions are Top Employers Institute looking at for future surveys?
Allow me to mention the latest World of Work Trends report based on the responses from our Participants in the 2024 program. The trends mentioned in the World of Work Trends report illustrate the expected future changes in our HR Best Practices Survey. I want to mention some other perspectives as well:
Human Centricity (already captured in the WoW trends report, but also as a more general theme)
Continuous focus on (Digital) Employee Experience, including leveraging AI in a human/responsible way,
Employability
GenZ
Contingent / Flexible Workforce
What one piece of advice would you give an organisation taking part in the Top Employers Certification Programme for the first time?
Reach out to us when you have a question or if something needs to be clarified. Our team is committed to enabling our participants to have a successful Certification experience and will support them when appropriate. They will provide tips and guidance for efficient completion of the Survey that is appropriate to the needs of each Participant. For instance, how to organise the internal team to answer the HR Best Practices Survey in a timely manner, clarify Survey questions and what sort of supporting evidence is needed, how to use the tools provided in the Portal, etc.
Key Takeaways | World of Work Trends 2024
Top Employers Institute’s World of Work Trends 2024 analyses the latest trends in people strategies and practices from leading organisations globally. The report, which came out recently, is available to download now. The report showed the five most significant global workplace trends in 2024. Those trends are:
Empower through AI
The Future Defined with Purpose
Dialogue for Transformation
Evolution of Wellbeing Effectiveness
Broaden the Horizon of DEI
The release of our annual World of Work Trends 2024 was followed by an online live briefing on the 7th of December 2023, with Quinten van Es and Emily Cook delving deeper into the trends. In their discussion, they touched on real-life examples of the trends and broke down the tactics organisations will need to take in 2024 to succeed.
If you missed out on the session, you can watch it now by filling in the form on the side of the page.
Make sure to unlock the core HR trends affecting organisations across the globe. Watch the session now.
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