Ben Waber, Co-founder of Sociometric Solutions presented on People Analytics at MassTLC workforce development summit December 2013

1. People Analytics
Ben Waber
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5. Why is
organizational
change hard?
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6. vs.
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7. Solution
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8. A Regular Day
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12. Generating Data
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13. Speaking
Time
38%
21%
62%
79%
12%
88%
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29%
71%

14. Turn
Taking
38%
21%
62%
79%
12%
88%
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29%
71%

15. Interac1vity
38%
79%
71%
88%
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16. Posture
30◦
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17. Energy
Level
30◦
9
AM
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10
AM
11
AM
12
PM
1
PM
2
PM

18. Digital
Data
30◦
9
AM
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10
AM
11
AM
12
PM
1
PM
2
PM

19. Tone
of
Voice
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20. Speaking
Speed
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21. Volume
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22. Individuals
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23. Teams
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24. Organizations
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25. Sensing Technology
1997
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2013

26. Sociometric Badge
Microphone
Infra-Red (IR) Transceiver
Accelerometer
Bluetooth
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27. Case Studies
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29. German Bank
Face-to-Face
E-Mail
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31. ?
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Experts

32. ?
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Experts

33. All About Al
•
Talk to Al
66% Reduction in Completion Time
•
Al’s Productivity
About Average
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34. Expert Solution
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35. Expert Solution
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37. 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
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38. Bank Call Center
Phase 1 Break Structure
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15 Minutes
Phase 2 Break Structure

39. Phase 2 Results
25
% Change
20
15
10
5
0
Cohesion
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Stress Decrease
Productivity

40. $15M/year
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41. Perspectives
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42. Remote Work
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44. A Primer on Programming
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45. Remote Work Effect
Percentage of Dependencies
60
50
40
Co-located
30
Remote
20
10
0
Congruence
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Gap

46. $150M/year
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47. 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
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Same Floor Different Floor

48. Complex Projects
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50. 16 Months
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52. 6 Years
$32 Billion
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53. What’s Next?
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54. Wrapping Up
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60. Questions?
ben@socio-metric.com
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62. Retail Bank
Branch 1
Branch 2
Branch 3
Performance?
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63. Retail Bank
Branch 1
Branch 2
Branch 3
1
3
2
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