Engagement Surveys & Upward Reviews Webinar 11 ・ July 2015
Managing the Modern Law Firm 1. Leaders need information to effectively manage the modern large law firm. 2. Surveys empower leaders by enabling them to: – See the entire organization; – Set priorities for improvement; and – Measure progress toward goals.
The Modern Law Firm
Leadership
Partners
Associate and Professional Track Attorneys
Senior Managers
Allied Professionals and Support Staff
The Modern Law Firm
Leadership
Partners
Engagement Surveys
Associate and Professional Track Attorneys
Senior Managers
Allied Professionals and Support Staff
The Modern Law Firm
Leadership Upward Feedback Surveys Partners
Engagement Surveys
Associate and Professional Track Attorneys
Senior Managers
Allied Professionals and Support Staff
Survey Fundamentals
Why Conduct an Engagement Survey? Organizations with higher engagement have: • Higher Retention Rates • Higher Productivity • More Passionate and Energetic Workers • Less Worker Stress • Higher Profitability
Questionnaire Organization Organize questions by topic areas – i.e., general themes that group related questions/issues. Two examples: 1. Nature of Work 2. Flexibility and Life Balance
Question Type 1. Quantitative Questions: Respondents select a response from a closed-ended scale (e.g., 1 to 5 scale). 2. Qualitative Questions: Respondents answer in their own words.
Example Quantitative Question Q: I am offered increasing levels of responsibility when I am ready.
1. Strongly Disagree
2. Disagree
3. Neutral
4. Agree
5. Strongly Agree
Example Qualitative Question Q: Are you granted an appropriate level of responsibility at the firm? Why or why not?
How to Collect the Data? 1. Collect using electronic tool.
How to Collect the Data? 1. Collect using electronic tool. 2. Emphasize anonymity.
How to Collect the Data? 1. Collect using electronic tool. 2. Emphasize anonymity. 3. Send reminders.
How to Collect the Data? 1. 2. 3. 4.
Collect using electronic tool. Emphasize anonymity. Send reminders. Track response rates.
The Modern Law Firm
Leadership Upward Feedback Surveys Partners
Engagement Surveys
Associate and Professional Track Attorneys
Senior Managers
Allied Professionals and Support Staff
Identify Strengths and Weaknesses • Calculate average scores by topic area and compare them to identify strengths and weaknesses.
Identify Strengths and Weaknesses ●
Nature of Work
●
Professional Development
●
Client Service
●
Coaching, Mentoring, and Feedback
●
Resources and Policies
●
Compensation and Benefits
●
Collaboration and Values
●
Community
●
Communications Flexibility and Life Balance
● 3 3.5 (Neutral) Topic Area Average Score
4 (Agree)
Strength: Nature of Work I really appreciate how much responsibility I have been given and that other attorneys push me to go beyond my comfort zone and try more difficult projects. This has been key to developing as a lawyer.
Weakness: Flexibility and Life Balance I do not feel there is much in the way of worklife balance. But this is true of the legal market generally and is not necessarily a fault of the firm. I do wish, however, the firm was clearer on what the expectations of us are when and if we choose to take a vacation.
Job Satisfaction
“Overall I am happy working at the firm.�
1. Strongly Disagree
2. Disagree
3. Neutral
4. Agree
5. Strongly Agree
Drivers of Job Satisfaction • Statistical models can identify the key drivers of job satisfaction. • Results empower leaders to develop targeted programs and initiatives.
Drivers of Job Satisfaction ●
(Q16) Firm Encourages My Development
(Q42) Have Information to Do Job Well
●
(Q52) Firm Provides High Quality Client Service
● ●
(Q13) Offered Increasing Level of Responsibility
●
(Q22) Received Recent Recognition or Praise 0.0
0.2 0.4 0.6 Effect on Job Satisfaction
Measure the Impact of Initiatives • Decision makers must answer the question: Did the initiative work as we intended? • Repeated surveys give firms an objective means to measure progress.
Measure the Impact of Initiatives ● ●
Survey
● Year One
Firm is tolerant of differences
Received recent recognition/praise
● ●
Appropriately challenged by work
Satisfied with benefits
● Feedback makes me better lawyer ● Have information to do job well ● Able to take vacation ● ● ●
Firm policies are clear and transparent
Can sustain work/life balance
Understand partnership process 3 (Neutral)
4 (Agree)
Average Question Score
5 (Strongly Agree)
Measure the Impact of Initiatives Survey
●
● Year One ● Year Two
● ● Firm is tolerant of differences ● Received recent recognition/praise ● ● Appropriately challenged by work ● ● Satisfied with benefits ● Feedback makes me better lawyer
● ● ● Have information to do job well ● ● Able to take vacation ● Firm policies are clear and transparent
●
● ● ● Can sustain work/life balance ● Understand partnership process 3 (Neutral)
4 (Agree)
Average Question Score
5 (Strongly Agree)
Measure the Impact of Initiatives
What was the initiative?
Measure the Impact of Initiatives
Saying “thank you!”
Measure the Impact of Initiatives Survey
●
● Year One ● Year Two
● ● Firm is tolerant of differences ● Received recent recognition/praise ● ● Appropriately challenged by work ● ● Satisfied with benefits ● Feedback makes me better lawyer
● ● ● Have information to do job well ● ● Able to take vacation ● Firm policies are clear and transparent
●
● ● ● Can sustain work/life balance ● Understand partnership process 3 (Neutral)
4 (Agree)
Average Question Score
5 (Strongly Agree)
The Modern Law Firm
Leadership Upward Feedback Surveys Partners
Engagement Surveys
Associate and Professional Track Attorneys
Senior Managers
Allied Professionals and Support Staff
Structured Feedback for Leaders • Partners provide feedback to the firm’s leadership. • Partners’ perceptions can help leaders set priorities. • Repeated surveys let leaders evaluate progress.
Structured Feedback for Leaders (Q12) Collaborating with the Managing Partner (Q18) Respecting Partners and Employees (Q06) Managing External Relations
Survey
Year One
(Q13) Defining Firm Culture (Q11) Formulating Overall Strategy (Q10) Formulating Business Policies (Q09) Promoting Growth: Lateral Hiring (Q08) Promoting Growth Through Markets (Q14) Promoting Collaboration (Q16) Communication (Q17) Developing Leaders (Q19) Identifying/Facilitating Revenue Opportunities (Q07) Generating Revenue Opportunities (Q15) Promoting Appropriate Transparency 3 (Neutral)
3.5
4 (Agree) Average Question Score
4.5
Structured Feedback for Leaders (Q12) Collaborating with the Managing Partner (Q18) Respecting Partners and Employees (Q06) Managing External Relations
Survey
Year One
(Q13) Defining Firm Culture (Q11) Formulating Overall Strategy (Q10) Formulating Business Policies (Q09) Promoting Growth: Lateral Hiring (Q08) Promoting Growth Through Markets (Q14) Promoting Collaboration (Q16) Communication (Q17) Developing Leaders (Q19) Identifying/Facilitating Revenue Opportunities (Q07) Generating Revenue Opportunities (Q15) Promoting Appropriate Transparency 3 (Neutral)
3.5
4 (Agree) Average Question Score
4.5
Structured Feedback for Leaders (Q12) Collaborating with the Managing Partner (Q18) Respecting Partners and Employees (Q06) Managing External Relations
Survey
Year One Year Two
(Q13) Defining Firm Culture (Q11) Formulating Overall Strategy (Q10) Formulating Business Policies (Q09) Promoting Growth: Lateral Hiring (Q08) Promoting Growth Through Markets (Q14) Promoting Collaboration (Q16) Communication (Q17) Developing Leaders (Q19) Identifying/Facilitating Revenue Opportunities (Q07) Generating Revenue Opportunities (Q15) Promoting Appropriate Transparency 3 (Neutral)
3.5
4 (Agree) Average Question Score
4.5
Structured Feedback for Partners • Non-partner attorneys and support staff provide feedback to partners. • Quantitative questions can be used to benchmark partners’ scores against those of their peers. • Qualitative comments give partners constructive and positive feedback.
Constructive Feedback This partner infrequently takes advantage of opportunities to teach or help others improve. Positive and negative feedback would be welcomed by members of the department.
Positive Feedback This partner excels in communicating expectations, avoiding unnecessary fire drills, and setting clear and reasonable deadlines.
How Lawyer Metrics Can Help Anonymity Objective review of narrative comments Statistical analysis to help set priorities Explaining findings, especially using graphics • Year-to-year comparisons • • • •
Odds and Ends Other things to consider: • Employ response scales that are easy to Questions? compare. • Decide whether to offer “Don’t Know” response option. • Consider “branching” approach to response scales.