Incentive Compensation for HR Professionals

1. Incentive Compensation for HR Professionals Michael Dougal, SPHR HRValue Group, LLC

2. HRValue Group • Human resource consulting company • Owned by a consortium of State Credit Union Leagues and CUNA Mutual Group • Dedicated exclusively to providing HR support to the credit union industry

3. Executive Search Staff Recruiting Virtual HR Compensation System Design Benefits Analysis Human Resource Policy Development Background Checks HRValue Group’s Products and Services • Employee Handbook Development • Performance Management Programs • Organizational Structure Analysis • HR Assessments/Audits • Employee Opinion Surveys • Training Programs

4. Presentation Objectives • Discuss the importance of reward systems and how they can help your credit union • Revisit what motivates employees • Discuss organization culture as it relates to reward systems • Present, identify and discuss tried and true, as well as new reward ideas • Explore the “ins and outs” of cash incentive plans

5. Why Be Concerned About Rewarding Employees? • Turnover costs money: What does it cost to replace a Teller? MSR? Loan officer? • Rewards can “sweeten the pot” and allow you to attract and retain the “best of the best”. • Good employees are a key competitive weapon: Where will your members go if they feel they are not treated well?

6. Fifty percent of employees are doing just enough to keep their jobs! Dean R. Spitzer, Ph.D. Credit Union Management

7. Eighty-four percent of employees surveyed could perform significantly better if they wanted to! Dean R. Spitzer, Ph.D. Credit Union Management

8. What Factors Motivate Employees Most? • High wages • Promotion in the company • Job security • Feeling of being in on things • Tactful discipline • Good working conditions • Interesting work • Personal loyalty of supervisor • Full appreciation of work being done • Help on personal problems

9. What supervisors think High wages Job security Promotion in the company Good working conditions Interesting work Personal loyalty of supervisor Tactful discipline Full appreciation of work being done Help on personal problems Feeling of being in on things The Survey Results! What employees say they want • Full appreciation of work being done • Feeling of being in on things • Help on personal problems • Job security • High wages • Interesting work • Promotion in the company • Personal loyalty of supervisor • Good working conditions • Tactful discipline

10. Cash is not the only answer!

11. Your Reward System Should Match the Organization’s Culture

12. What is Your Culture? Four Common Cultures: • Clan Culture • Adhocracy Culture • Hierarchy Culture • Market Culture

13. Clan Culture Characteristics: • Focuses on internal issues, but values discretion • Manage environment through teamwork • Relationships and teamwork, rather than hierarchy, are predominant • “Family business” feel • Example – Southwest Airlines

14. Adhocracy Culture Characteristics: • Focuses on external environment • Values flexibility and discretion • Key values are freedom, creativity and risk-taking • Entrepreneurial environment • Example – Apple Computer

15. Hierarchy Culture Characteristics: • Focuses more on internal than external issues • Values stability and control over flexibility • Formal structures, policies and procedures • Efficient, reliable operations • Management style – conformity • Example - McDonalds

16. Market Culture Characteristics: • Focuses on external issues, but values stability and control • Strong sense of mission/customers • Productivity, consistency and results • “Best practices” and benchmarking very important • Example – General Electric

17. A Combination of Factors Retain and Motivate Tangible Rewards and Intangible Rewards • Tangible: Cash, merchandise, gift certificate, trophy, plaque, jewelry, trinkets • Intangible: thank you’s, recognition, feeling in on things, opinion valued

18. Elements of Effective Tangible Rewards • Fair: Reward matches the accomplishment • Rewards performers • Does not reward poor performers • Combines individual, team and credit union performance dimensions • Combines pay and non-pay rewards • Tied to success measurements that can be tracked and communicated regularly

19. Rewarding with Cash Merit Pay • With merit pay, employees receive different adjustments to base pay according to their individual level of performance. • Is it really merit pay if the difference between the highest and lowest increase is only two percent? • Lasting value? Bonus/Incentive Pay • Reward? • Motivation? • Become an expectation?

20. Examples of Non-Monetary, Tangible Rewards • Time Off • Gift Certificates • Gifts • Trinkets • Other?

21. Intangible Rewards • Underutilized • Under recognized • Often forgotten • Easy to administer • Can be more powerful than the tangible reward but not a substitute

22. Elements of Effective Intangible Rewards • Fair • Don’t over do it • Authentic • Spontaneous, but not erratic

23. Examples of Intangible Rewards • Thank you’s • Praise • Outings and celebrations • Training opportunities • Project opportunities

24. Some Quotes on Intangible Rewards • “Many managers underestimate the power of praise.”--Robert Flax, President, Motivational Systems • “I’m open, honest and up front. As soon as I get information, employees get information.” --Nancy Singer, First of America Bank • “People want to feel what they do makes a difference.” --Frances Hesselbein, The Drucker Foundation

25. Signs Your Tangible/Intangible Reward System is Not Working • Good people leave Of the last five people who quit at your credit union, how many were good performers? • Employees don’t go that extra mile to please the members • Other?

26. Some “No Cost” Ideas • Write a thank you note and post it on someone’s door • Broadcast e-mail or voice mail recognizing an employee • Just say “thank you” without talking about anything else • Use “pat on the back sheets” that go into an employee’s file • Recognize employees in newsletters to members • Interrupt business to say thank you to an employee in front of everyone in the lobby • Utilize electronic billboards to recognize employees, if you have them

27. More “No Cost” Ideas What are some no cost things you do at your credit union? • ______________________________ • ______________________________ • ______________________________ • ______________________________ • ______________________________

28. Some “Low Cost” Ideas • Gift certificate: car wash, dinner, book store, Amazon.com, etc. • Lunch with CEO • Award pins and trinkets • Conference attendance • Tickets to events • Weekend getaway packages • Massage, facial • Flowers “The way we see it, spending $1 on something clever is better than spending $50 on something ordinary and forgettable.” Richard File, Partner at Armigon

29. More “Low Cost” Ideas What are some low cost things you do at your credit union? • ______________________________ • ______________________________ • ______________________________ • ______________________________ • ______________________________

30. Incentive Programs • What do we expect the program to accomplish? • Award, motivate, attract, retain, instill teamwork, sell, cross-sell, take ownership of strategic plan, etc. • Individual, team and/or global • How much $$ are you willing to commit to incentives? • Affordability • Market data • How much does it take to change/reinforce behavior? • Reward at different levels of performance • Should not be an “all or nothing” approach

31. Incentive Programs • Payout frequency • Annual/quarterly/monthly/pay period • Plan activation or trigger • Positive net income, satisfactory exam results, etc. • Incentive program guidelines that outline: • Who is eligible, who is not • The minimal expected performance required to provide an incentive pay out • Impact on overtime pay • Communication, communication, communication

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35. Questions?

36. HRValue Group, LLC 15800 Haggerty Rd. Plymouth, MI 48170 Phone: 888-272-4598 www.hrvaluegroup.com