Microsourcing
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MicroSourcing, a professional service outsourcing company with over 4000 staff.
MicroSourcing has a mission to “enable our clients to grow their business by providing smart and flexible outsourcing and offshoring solutions in the Philippines while contributing to a developing nation”. Since 2013, we have been partnering with MicroSourcing on their employee engagement journey. We have seen them maintain a strong focus on people and high staff engagement and satisfaction whilst doubling the size of its workforce. We work closely with human resources throughout the survey process to ensure that it remains an effective exercise for collecting staff feedback. This involves regularly reviewing and changing the survey content to assess relevant practices, linking survey responses to employee demographics, and tracking and advising on survey participation levels. Our efficient reporting and support with identifying priorities, combined with MicroSourcing’s systematic approach of cascading communication and addressing staff feedback, have resulted in continuous improvements over the years. In fact, they have won the change challenge award (enterprise category) in 2016.
“By realising that our employees are our core asset and taking action to increase employee engagement, we have been able to achieve employee retention rates that are significantly better than our industry. It also makes MicroSourcing a more fun environment at the same time!”
Became an Employer of Choice - Their Change Strategy
MicroSourcing implemented a few key steps to ensure that the staff feedback process is an effective one for driving positive change.
Prior to survey launch:
After the survey:
To identify the areas that needed change, MicroSourcing management looked at several data sources: 1) the 2016 Engagement Survey report; 2) the historical weather map of survey results across the business from 2013; 3) the gap analysis provided by Voice Project, and 4) the results of several focus group discussions (FGDs) that were done as a result of the 2016 survey results.
Based on these, the identified priority areas for change were the following:
Rewards and Recognition
Facilities
Cross Unit Cooperation
For 2016-17, major initiatives that were planned and implemented included the following:
For Facilities: Acquisition of a new site and hiring of a new Facilities Management team; improvement of existing facilities.
For Rewards and Recognition: implementation of MS Finest (annual recognition of top 20 employees), MS Hero (recognition of top Management staff), and quarterly department recognitions during townhalls, review of HMO benefits
Cross-Unit Cooperation: Leadership Camp for Management Staff to enhance teamwork across departments
When asked about the main contributors to MicroSourcing's success in achieving change, our partners listed:
1) Clear accountability resulting from action delegation
2) Support by Senior Management seen through leadership of the committees that were formed and allocating time during Management committee meetings to discuss the engagement survey initiatives
3) Constant communication by the CEO on the engagement survey
4) The post-survey process which ensured that the results were communicated and the employees’ voices are further heard
5) A suggestion scheme called “My Voice” which ensured that employees can give direct feedback without fear of retribution.
Not surprisingly, these enormous efforts in terms of planning, implementation and follow-through have translated into more positive employee engagement and business outcomes in terms of customer satisfaction and financial performance.
“Feedback from employees has been very positive. During the FGDs, one of the constant comments is that MicroSourcing always listens to employee feedback and engagement activities have always been cited as one of the strengths. Also, year on year, despite the steady growth in headcount and the changes that the organization experiences, engagement scores remain significantly higher compared to industry. Attrition, year on year, has also been declining which means employees are staying. The initiatives that were launched contributed to the maturity of our organization, generated a positive impact to the overall metrics of the company and created a more positive employee brand, which can be felt through an increased employee referral for the hiring requirements. Overall, it created a good MicroSourcing success story.”
