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People Analytics

Ben Waber
© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
Why is
organizational
change hard?
© 2013 Sociometric Solutions All Rights Reserved.
vs.

© 2013 Sociometric Solutions All Rights Reserved.
Solution

© 2013 Sociometric Solutions All Rights Reserved.
A Regular Day

© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
Generating Data

© 2013 Sociometric Solutions All Rights Reserved.
Speaking	
  Time	
  

38%	
  

21%	
  

62%	
  
79%	
  
12%	
  

88%	
  

© 2013 Sociometric Solutions All Rights Reserved.

29%	
  
71%	
  
Turn	
  Taking	
  

38%	
  

21%	
  

62%	
  
79%	
  
12%	
  

88%	
  

© 2013 Sociometric Solutions All Rights Reserved.

29%	
  
71%	
  
Interac1vity	
  

38%	
  
79%	
  
71%	
  
88%	
  

© 2013 Sociometric Solutions All Rights Reserved.
Posture	
  

30◦	
  

© 2013 Sociometric Solutions All Rights Reserved.
Energy	
  Level	
  

30◦	
  

9	
  AM	
  

© 2013 Sociometric Solutions All Rights Reserved.

10	
  AM	
  

11	
  AM	
  

12	
  PM	
  

1	
  PM	
  

2	
  PM	
  
Digital	
  Data	
  

30◦	
  

9	
  AM	
  

© 2013 Sociometric Solutions All Rights Reserved.

10	
  AM	
  

11	
  AM	
  

12	
  PM	
  

1	
  PM	
  

2	
  PM	
  
Tone	
  of	
  Voice	
  

© 2013 Sociometric Solutions All Rights Reserved.
Speaking	
  Speed	
  

© 2013 Sociometric Solutions All Rights Reserved.
Volume	
  

© 2013 Sociometric Solutions All Rights Reserved.
Individuals

© 2013 Sociometric Solutions All Rights Reserved.
Teams

© 2013 Sociometric Solutions All Rights Reserved.
Organizations

© 2013 Sociometric Solutions All Rights Reserved.
Sensing Technology

1997
© 2013 Sociometric Solutions All Rights Reserved.

2013
Sociometric Badge
Microphone
Infra-Red (IR) Transceiver
Accelerometer

Bluetooth

© 2013 Sociometric Solutions All Rights Reserved.
Case Studies

© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
German Bank
Face-to-Face

E-Mail

© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
?

© 2013 Sociometric Solutions All Rights Reserved.

Experts
?

© 2013 Sociometric Solutions All Rights Reserved.

Experts
All About Al
• 

Talk to Al

66% Reduction in Completion Time
• 

Al’s Productivity

About Average

© 2013 Sociometric Solutions All Rights Reserved.
Expert Solution

© 2013 Sociometric Solutions All Rights Reserved.
Expert Solution

© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
Phase 1 Results
• 

Cohesion (engagement) predicted
productivity
o 
o 

The opposite of how call centers are managed
Engagement was unrelated to tenure and
gender

• 

Engagement reduces stress

• 

Solution: change break structure

© 2013 Sociometric Solutions All Rights Reserved.
Bank Call Center
Phase 1 Break Structure

© 2013 Sociometric Solutions All Rights Reserved.

15 Minutes

Phase 2 Break Structure
Phase 2 Results
25

% Change

20
15
10
5
0
Cohesion
© 2013 Sociometric Solutions All Rights Reserved.

Stress Decrease

Productivity
$15M/year
© 2013 Sociometric Solutions All Rights Reserved.
Perspectives

© 2013 Sociometric Solutions All Rights Reserved.
Remote Work

© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
A Primer on Programming

© 2013 Sociometric Solutions All Rights Reserved.
Remote Work Effect
Percentage of Dependencies

60
50
40
Co-located

30

Remote
20
10
0
Congruence

© 2013 Sociometric Solutions All Rights Reserved.

Gap
$150M/year
© 2013 Sociometric Solutions All Rights Reserved.
Distance Effect
70

% of Interactions

60
50
40

Study 1 F2F
Study 1 E-Mail

30

Study 2 F2F

20
10
0
Next Desk

Same Row

© 2013 Sociometric Solutions All Rights Reserved.

Same Floor Different Floor
Complex Projects

© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
16 Months
© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
6 Years
$32 Billion
© 2013 Sociometric Solutions All Rights Reserved.
What’s Next?
© 2013 Sociometric Solutions All Rights Reserved.
Wrapping Up

© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
Questions?
ben@socio-metric.com

© 2013 Sociometric Solutions All Rights Reserved.
© 2013 Sociometric Solutions All Rights Reserved.
Retail Bank

Branch 1

Branch 2

Branch 3

Performance?
© 2013 Sociometric Solutions All Rights Reserved.
Retail Bank

Branch 1

Branch 2

Branch 3

1

3

2

© 2013 Sociometric Solutions All Rights Reserved.

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