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INSIGHTS




How Leaders Drive
Workforce Performance
How Leaders Drive Workforce Performance
Table of Contents
A word from the president                                              3

how this reseArch wAs conducted                                        4

introduction                                                           5

Key findings                                                           7

 The Leader’s Role in Creating Engagement
 The Factors of Engagement
 Leaders Appear to Matter Less
 Leadership Implicated in all Topics
 Driving Engagement Begins at the Top
 Senior Leaders Valued for Valuing Employees
 Immediate Managers Valued for Supporting Work and Development
implicAtions And Advice                                               13

 Create the Processes, Learning and Culture that Promote Engagement
 Tie Employee Success to Organizational Success
 Have Meaningful Discussions with Employees
 Formulate a Strategy that Resonates with Core Values of Employees
Best prActice recommendAtions for developing leAders                  16

why enhAnce leAdership sKills And AttriButes                          17

contriButors                                                          18

ABout right mAnAgement                                                19
A Word from the President
                      Bottom-line business results depend on bringing
                      emerging, developing and strategic leaders to the peak
                      of their potential with maximum efficiency. In a world of
                      work in which new challenges are confronting leaders at
                      a quickening pace, no organization can afford to overlook
                      leader development.

                      Right Management conducted of a major global study
                      examining the relationship between leadership and
                      employee engagement, identifying key drivers and
                      behaviors impacting the leader’s ability to engage
                      employees in their roles. We hope this research sheds
                      a penetrating light on the relationship of leadership to
                      engagement and provides some practical advice on how
                      leaders might more effectively engage their employees.
                       
                      My colleagues and I look forward to continuing to provide
                      research, insights and fresh perspectives to ensure you
                      have the information, resources and solutions you need to
                      accelerate leader development and deliver performance
                      improvements that lift the entire organization.
                      douglas J. matthews
                      president and chief operating officer
                      right management




3   EMPLOYEE ENGAGEMENT: MAXIMIZING ORGANISATIONAL PERFORMANCE
How This Research
Was Conducted
To arrive at a clearer understanding of engagement drivers impacting
critical business metrics such as performance, employee satisfaction and
retention, Right Management conducted a major study of engagement
among 28,810 employees representing a broad range of sectors from 15
countries in the Americas, Europe, and Asia-Pacific.
Our survey asked participants to self-report on attitudes, performance and conditions directly
related to the effectiveness of their organization. It identified 11 key determinants of organiza-
tional effectiveness and under each determinant or “topic” presented a number of statements or
“items” associated with that topic. There were 99 items in total. For each item, participants were
invited to choose among six responses ranging from “strongly agree” to “strongly disagree.” Eight
items were specifically directed toward measuring the level of their engagement. The other 91
items addressed the 10 remaining topics, which ranged from leadership and strategy to culture
and communication. Responses were then analyzed to test for correlations between engagement
and each general topic as well as each specific item. Data was collected from November, 2008
to January, 2009. Most respondents (91%) were from private corporations employing 50 or more
people, with revenues ranging from under $1 million to over $1 billion. The study used a stratified
sample of employees that matched the workforce population in each country on several factors,
including industry, size of organization, gender, and age.




                                           EUROPE
       NORTH AMERICA
                                                                                    JAPAN




                                                                                   ASIA-PACIFIC
                                                              MIDDLE EAST
                                                              AND AFRICA




                                      SOUTH AMERICA




countries
United States, Canada, Australia, New Zealand, Brazil, UK, France, Germany, Norway, Sweden, Denmark,
China, India, Japan, South Korea

industries
Agriculture, forestry and fishing; Mining and quarrying; Manufacturing; Electricity, gas and water supply;
Construction; Wholesales and retail trade; Restaurants and hotels; Transportation, storage and commun-
ication; Finance, insurance, real estates and business services; Government, social and personal services.




                                                                                              HOW THIS RESEARCH WAS CONDUCTED   4
introduction


                                   A Key Leadership Challenge
                                   How do leaders ensure that employees are fully engaged
                                   by their work? How do they enhance employee productivity
                                   and optimize organizational performance?
                                   In a rapidly changing world of work, leaders face an increasingly complex
                                   challenge understanding what motivates employees and drives job satisfaction,
                                   commitment, pride and advocacy. Globalization, changing demographics,
                                   economic turbulence, narrowing leadership pipelines, evolving business models,
                                   transformational communication technologies and the rise of the virtual work
                                   place are all trends placing new pressures on leaders and complicating the
                                   engagement issue. In a major study involving nearly 30,000 employees in 15
                                   countries worldwide, Right Management recently sought to determine the
                                   factors most closely associated with driving employee engagement. The results
                                   provide valuable insights into the importance of leadership to engagement and
                                   the measures leaders can take to improve the performance of their workforce
                                   and their organization.



                   fewer than half of nearly 30,000 respondents rated their immediate
                   managers and senior leaders as effective.



                                   engAgement mAtters
                                   Engagement refers to an employee’s willingness to work for the success of
                                   his or her job and organization. It consists not just of traditional notions of job
                                   satisfaction but of an active commitment to doing the job well and helping
                                   the organization achieve its goals and strategies. Engaged employees take
                                   pride in their organization and work; take ownership of their projects; talk
                                   positively about themselves, their employer and the goods and services they
                                   help deliver; view working for their organization as a career, not just a job; and,
                                   above all, perform better. A highly engaged workforce is 50% more productive
                                   than an unengaged workforce and displays retention rates that are 44%
                                   higher.1 Engagement is a critical measure of alignment between the individual
                                   and the organization and a key determinant of organizational effectiveness.




                                   1 Weir, J. HR.com. 2003. Reporting findings of First, Break All the Rules, by Marcus Buckingham and Curt Coffman
                                   (Simon and Schuster, 1999) and Now, Discover Your Strengths, by Marcus Buckingham and Donald Clifton
                                   (The Free Press, 2001).



5   INTRODUCTION
gloBAl highlights
Our research showed a significant correlation between leadership and
employee engagement. Organizations with effective leadership, our
results suggest, have more than twice the number of engaged employees              Engagement is slightly
than those without effective leadership. Of all respondents who rated              higher among female
the performance of their senior and immediate leaders highly, those who            employees. 36% of female
reported high levels of engagement outnumbered those who reported a
                                                                                   respondents reported being
lack of engagement by a margin of well over 2 to 1. Engaged employees also
expressed disproportionately positive views of facets of the organization over
                                                                                   engaged as compared to
which their leaders have significant control. In other words, organizations        33% of male respondents.
with leaders who help ensure, for example, that employee opinions count or
that employees understand what is expected of them have a higher number
of engaged employees than organizations without such leaders. One salient
fact to emerge from our research requires emphasis: fewer than half of our
nearly 30,000 respondents rated their immediate managers and senior
leaders as effective.




The study also revealed some important national differences in attitudes
towards engagement and leadership. Respondents in India, the US and New
Zealand reported the highest levels of engagement. Indian respondents also
expressed the most positive assessments of both their senior and immediate
leaders. New Zealanders and Brazilians ranked immediately below the
Indians in their assessment of senior leaders, while Brazilians and the
Chinese ranked immediately below them in their assessment of immediate
leaders. Trailing these frontrunners in assessing leadership were European,
Canadian, Australian and US respondents. The lowest performer of all was
Japan: only 1 in 10 Japanese respondents indicated that they were engaged
and only 1 in 4 rated their leaders as effective. Chinese respondents,
interestingly, rated their leaders relatively highly but reported relatively low
levels of engagement.




                                                                                                     INTRODUCTION   6
Key findings


                   The Leader’s Role in
                   Creating Engagement
                   Our study analysis correlated participants’ self-reports of engagement
                   with their responses to the survey’s 91 non-engagement-related items
                   and the 10 non-engagement-related topics according to which individual
                   items were grouped.
                   The findings discussed here consider engagement in relation to:

                   • The 10 general topics (that is, the 10 determinants of organizational effectiveness
                   • The 2 topics specifically devoted to leadership (Immediate Managers and Senior Leaders)
                     as well as the individual items belonging to each of these topics
                   • The 91 items considered apart from their topics

                     engAgement drivers By topic


                      1. Work Processes                                    6. Structure, roles and capability
                      2. Learning and development opportunities            7. Recognition and reward
                      3. Culture                                           8. Customer focus
                      4. Senior leaders                                    9. Strategy
                      5. Communication                                     10. Immediate managers



                   engAgement drivers By items
                   Participants were asked to report on perceptions of leadership effectiveness by providing a
                   favorability or unfavorability rating for each of the following items, rating each: Strongly Agree,
                   Agree, Partly Agree/Partly Disagree, and Strongly Agree.

                     engAgement drivers for immediAte mAnAger

                      1. Is good at developing people
                      2. Provides me with on-going feedback on my performance
                      3. Acts on my ideas and suggestions
                      4. Asks me for feedback on his/her performance
                      5. Gives me the support I need to do my job well
                      6. Leads by example
                      7. Keeps me informed about changes happening in my organization
                      8. Has the skills to manage change effectively
                      9. Explains the link between the work I do and the organization’s strategy




7   KEY FINDINGS
engAgement drivers for senior leAdership

  1. Value employees
  2. Lead by example
  3. Have the capability to make my organization successful
  4. Are visible to employees
  5. Encourage feedback across my organizations
  6. Ensure that projects are completed
  7. Behave consistently with organization values
  8. Communicate effectively about change in my organization
  9. Implement change effectively in my organization
  10. Respond appropriately to changing external conditions
  11. Make decisions consistent with my organization’s strategy




the fActors of engAgement
The results of our study reveal a statistically significant correlation between high engagement and
each of the survey’s 10 topics. In other words, each of these factors essential to organizational
effectiveness bears a greater-than-chance relationship with engagement. While a strong
correlation does not necessarily imply a cause and effect relationship, the possibility that a cause
and effect relationship applies can legitimately be inferred from these results. In order of their
correlation with engagement, the topics rank as follows:

1. Work Processes
2. Learning and development opportunities
3. Culture
4. Senior leaders
5. Communication
6. Structure, roles and capability
7. Recognition and reward
8. Customer focus
9. Strategy
10. Immediate managers

tAKen Alone As A single fActor, leAders AppeAr to mAtter less
As these ranking show, perceptions of leader performance do not matter most to engagement.
Work processes, learning and development, and culture each have slightly higher correlations
with engagement than does senior leadership. Moreover, of the 10 factors correlated with en-
gagement, immediate managers demonstrates the lowest correlation. Leadership, then, appears
to matter less.




                                                                                                       KEY FINDINGS   8
leAdership implicAted in All fActors of engAgement
                         However, we would be making a mistake to confine our consideration of leadership and engage-
                         ment to employees’ direct perceptions of leader performance. Regardless of how employees
                         may have responded to items directly addressing leadership, leadership is nevertheless strongly
                         implicated in a host of other items more highly correlated with engagement. For example, the
                         number one factor on the list, work processes, encompasses items such as, “our work processes
                         are generally well organized and efficient,” “I have an appropriate workload,” and “the amount of
                         pressure I experience in my role is reasonable.” While none of these items specifically addresses
                         leadership, leadership still must have had a direct impact on how respondents addressed these
                         items. It is the role of leaders, especially immediate managers, to ensure that work processes are
                         organized and efficient, that employees have appropriate work loads and that the pressures they
                         face are manageable. While the correlation between engagement and employee opinions of im-
                         mediate managers may be the weakest among the 10 correlations plotted, immediate manag-
                         ers nonetheless drive work processes – the factor most closely related to engagement.




      top ten gloBAl engAgement drivers By item And topic

         item                                                                           topic
      1. I am committed to my organization’s core values                                Strategy
      2. Our customers think highly of our products and services                        Customer focus
      3. My opinions count                                                              Communications
      4. I have a clear understanding of what is expected of me at work                 Structure, roles and capability
      5. I understand how I can contribute to meeting the needs of our customers        Customer focus
      6. I have been fairly rewarded                                                    Recognition and reward
      7. Senior leaders value employees                                                 Senior leaders
      8. Everyone is treated with respect at work regardless of who they are            Culture
      9. I can concentrate on my job when I am at my work area                          Work processes
      10. My personal work objectives are linked to my work area’s business plan        Strategy




9   KEY FINDINGS
engAged employees view leAders fAvorABly
Not surprisingly, our research revealed senior leaders and immediate managers correlate
strongly with engagement. Of those respondents who rated highly on engagement indicators,
77% expressed a favorable view of their senior leaders and 74% expressed a favorable view of
their immediate managers. By contrast, only 33% of unengaged employees indicated similarly
favorable views of senior and immediate managers. Clearly, the performance of both senior and
immediate leaders is closely associated with the engagement of employees.

senior leAders vAlued for vAluing employees
Among individual survey items pertaining specifically to senior leaders, those showing the
highest correlation with engagement are:

1. Senior leaders value employees
2. Senior leaders have the capability to make my organization successful
3. Senior leaders effectively implement my organization’s strategy
4. Senior leaders effectively communicate my organization’s strategy to employees



                 work processes are key drivers of engagement and performance. our research suggests
                 that organizations with effective immediate managers have work processes two times
                 more efficient than organizations with ineffective immediate managers; those with
                 effective senior leaders have work processes that are four times more efficient.




These correlations provide a more granular view of the relationship between senior leader-
ship and engagement. Engaged employees value senior leaders most for valuing employee
contributions, which must predictably entail demonstrating that they value these contributions.
Senior leaders are also valued for implementing and communicating the organization’s strategy.
As these items again show, communicating with employees effectively is almost as important
as acting effectively. The senior leadership items that appear to matter least to engagement are
“senior leaders ensure that projects are completed” and “senior leaders are visible to employees.”




                                                                                                     KEY FINDINGS   10
senior leAdership engAgement drivers

                                                                                                   pArtly
                                                                                      strongly     Agree/    disAgree/
                                                                                       Agree/      pArtly    strongly
                       engAgement driver                                                Agree     disAgree   disAgree

                       Value employees                                                  48%        31%         21%
                       Have the capability to make my organization successful           56%        28%         15%
                       Lead by example                                                  41%        33%         26%
                       Implement change effectively in my organization                  42%        34%         24%
                       Behave consistently with organization values                     49%        32%         19%
                       Communicate effectively about change in my organization          43%        32%         24%
                       Encourage feedback across my organization                        46%        32%         22%
                       Make decisions consistent with my organization’s strategy        51%        33%         16%
                       Respond appropriately to changing external conditions            46%        34%         20%
                       Ensure that projects are completed                               55%        31%         15%
                       Are visible to employees                                         51%        27%         22%




                    immediAte mAnAgers vAlued for supporting worK And development
                    Among individual survey items pertaining specifically to immediate leaders, those showing the
                    highest correlation with engagement are:

                    1. My immediate manager gives me the support I need to do my job well
                    2. My immediate manager facilitates effective discussions about my career development
                    3. My immediate manager explains the link between the work I do and my organization’s strategy
                    4. My immediate manager is good at developing people

                    Three of the four immediate manager items that correlated most highly with engagement
                    involve providing employees with the support they need to perform well and advance their
                    skills and career. If employees look to senior managers to value their contribution, they look to
                    immediate managers to help them enhance their contribution. Once again, strategy also plays
                    a role. While employees expect senior leaders to communicate the organization’s strategy, they
                    expect immediate managers to explain how their work helps realize this strategy. In short, they
                    want to be valued for their contribution, enhance their contribution and understand how their
                    contribution helps to advance the success of the organization.

                    Interestingly, the immediate manager item with the lowest correlation with engagement is, “My
                    immediate manager asks me for feedback on his or her performance.” For engaged employees,
                    it’s their own needs and the needs of the organization that count, not the needs of the manager.




11   KEY FINDINGS
immediAte mAnAger engAgement drivers

                                                                             pArtly
                                                                strongly     Agree/    disAgree/
                                                                 Agree/      pArtly    strongly
engAgement driver                                                 Agree     disAgree   disAgree

Gives me the support I need to do my job well                     52%         29%        18%
Explains link between work I do and organization’s strategy       45%         30%        25%
Has the skills to manage change effectively                       50%         27%        22%
Is good at developing people                                      47%         29%        25%
Leads by example                                                  46%         29%        26%
Provides me with on-going feedback on my performance              49%         27%        23%
Acts on my ideas and suggestions                                  49%         32%        19%
Keeps me informed about changes in organization                   50%         28%        22%
Asks me for feedback on his/her performance                       34%         25%        41%




cAse study

Business chAllenge
How do we develop our leadership pipeline?

solution
When one of the world’s largest oil companies dramatically changes its business model,
the talent profile needs to change dramatically as well. As executives prepared the
company’s new vision and values, they sought to build a new core talent reserve stocked
with future leaders who could assure the continued growth and development of the
reconceived organization. Specifically, the goal was to energize the company’s Norwegian
operations. Working closely with the client, Right Management developed a customized
program for identifying high-potential individuals and nurturing their leadership skills. The
18-month program combined four facilitated group meetings with personal development
work. Specific topics included leading teams and energizing people, the use of creativity,
aligning individual and company values, and managing in a culturally diverse world. The
client initially selected 12 individuals from the Norway organization as participants for the
first program; of that group, one-third were eventually promoted to new positions. We
have since been asked to repeat the program for a new talent group.




                                                                                                   KEY FINDINGS   12
implicAtions And Advice


                                       Create the Processes,
                                       Learning and Culture that
                                       Promote Engagement
                                       If the favorable evaluation of a leader’s performance is
                                       indeed causally related to higher self-reported engage-
                                       ment, then a number of conclusions about how to increase
                                       engagement among employees are possible.
                                       Leaders must create the conditions that make engagement possible.
                                       According to our survey, the top three topics associated with engagement
                                       are work processes, learning and development, and culture. Ensuring em-
                                       ployee engagement can be as simple as providing employees with a work
                                       area where they can concentrate or as complex as providing them with the
                                       means to balance work and career development with personal interests. It
                                       includes providing them with career opportunities, investing in learning and
                                       development and encouraging people to take ownership of their work. It also
                                       involves creating an environment where everyone is treated with respect
                                       regardless of who they are.



     Baby boomers reported slightly higher levels of engagement (37%) than did generation
     X employees (33%) and generation y employees (34%). these results suggest that
     leaders should make special efforts to reach out to younger employees. younger
     employees are precisely those most in need of developmental and career support.




                                       tie employee success to orgAnizAtionAl success
                                       In so far as perceptions of leadership performance are important, leaders
                                       at both senior and immediate levels are advised to tie employee success to
                                       organizational success. For senior leaders, implementing strategy successfully
                                       and making the organization successful are important drivers of employee
                                       engagement. But so too are explaining strategy to employees and ensuring
                                       that their work is recognized and valued. For immediate managers, key
                                       engagement drivers include showing employees how their work contributes
                                       to strategy and giving them the support they need to do their job well. Clearly,
                                       helping employees perform well in the present is essential. So too is looking




13   IMPLICATIONS AND ADVICE
to the future: other key drivers for immediate managers include helping employees develop their
capacities and advance in their careers. Employees want to work for successful organizations
and they want to make meaningful contributions to that success both at present and in the
future. Leaders do best to drive engagement when they help them further those goals.


hAve meAningful discussions with employees
Interestingly, our survey shows that the top individual items associated with engagement are
not components of the two leadership topics nor indeed of the three topics at the top of the
engagement correlation list (see page 8). That is, when responses to the 13 items comprising
the work processes section of the survey are averaged together, work processes emerges with
the highest correlation to engagement among the 10 general topics or factors considered. Yet
when ranking the survey’s 91 individual items according to their correlation with engagement,
the highest any one work processes item rank is ninth.

From highest to lowest correlations, the top five individual items are:

1. I am committed to my organization’s core values (strategy)
2. Our customers think highly of our products and services (customer focus)
3. My opinions count (communications)
4. I have a clear understanding of what is expected of me at work (structure, roles and capability)
5. I understand how I can contribute to meeting the needs of our customers (customer focus)

This list provides additional perspectives on what leaders can do to enhance engagement. Items
three to five point to the importance of communication. Leaders must make job expectations
clear but must also ensure that employees understand customer needs clearly. Above all,
leaders must listen and act on employee opinions: communication is a two-way street.




formulAte A strAtegy thAt resonAtes with core vAlues of employees
Of all 91 items included in our survey, the single item correlating most strongly with engagement,
“I am committed to my organization’s values,” belongs to the strategy topic. If there is one single
thing leaders can do to increase engagement within the organization, it is to formulate a strategy
reflecting core values with which employees can identify. For example, on the assumption that
most employees will identify with a strong corporate social responsibility agenda, building
such an agenda into your organization’s strategy may go a far way towards driving workforce
productivity and ensuring business success. As renowned Harvard business strategist Michael
Porter recently observed, “the really great strategies of today have a social dimension.”2



2 Richard Blackwell, “Business guru takes issue with stock trading strategies,” Globe and Mail, 16 June 2009.




                                                                                                                IMPLICATIONS AND ADVICE   14
JoB engAgement vs. orgAnizAtion engAgement


        The engagement section of our study consisted of eight items, four devoted
        to assessing respondents’ engagement with their job and four assessing their
        engagement with their organization. Thirty-four percent of all respondents indicated
        that they are engaged by both job and organization. Interestingly, 9% indicated that
        they were engaged by their organization but not by their job while 7% indicated that
        they were engaged by their job but not by their organizations. The former group,
        sometimes referred to as “benchwarmers”, are happy to cheer from the sidelines but
        are reluctant to play a strong role in achieving collective success. The latter group,
        sometimes referred to as “free agents”, are happy to make a strong contribution but
        feel no particular loyalty to the organization and may leave at any time. Both groups
        present leaders with unique engagement challenges.




15   IMPLICATIONS AND ADVICE
Best Practice
Recommendations
What are some of the skills, attributes and behaviors
senior and immediate leaders can leverage to drive
employee engagement?

senior leAders
• Show that you value employees
• Build a strategy reflecting core values with which
  employees can identify
• Implement the organization’s strategy effectively
• Communicate strategy to employees clearly
• Implement organizational change effectively

immediAte mAnAgers
• Facilitate discussions with employees about
  career development
• Help employees understand the link between
  the work they do and the organization’s strategy
• Provide employees with the support they need
  to do their jobs well
• Manage work processes effectively
• Focus on developing people




                                        EMPLOYEE ENGAGEMENT: MAXIMIZING ORGANISATIONAL PERFORMANCE   16
Why Enhance Leadership
                                          Skills and Attributes
                                          It remains for us to emphasize one last key finding to
                                          emerge from our research: fewer than half of our nearly
                                          30,000 respondents rated their immediate managers and
                                          senior leaders as effective.
                                          If these results are representative, organizations worldwide face major
                                          challenges and opportunities related to employee engagement. Employees,
                                          quite simply, are less engaged than they could be were they provided with
                                          more effective leadership. Many organizations, our results suggest, could
                                          achieve significant productivity gains by enhancing the leadership skills and
                                          attributes of leaders at all levels.

                                          Based on our major global study of the determinants of organizational
                                          effectiveness, this white paper has considered some of the key evidence
                                          linking leadership to employee engagement. It has also made several
                                          recommendations addressing measures leaders can take to help drive
                                          engagement. Leaders at all levels have a significant impact and influence
                                          over the factors that determine employee engagement. Employee
                                          engagement has long been shown to have a direct relationship with business
                                          metrics such as productivity, quality, customer loyalty and talent retention. As
                                          organizations look for every competitive advantage to move their business
                                          forward, leader development, our research strongly suggests, should
                                          become an undisputed priority.




17   WHY ENHANCE LEADERSHIP SKILLS AND ATTRIBUTES
Contributors
Michael Haid                                             Jamie Sims, BA (Hons), MPsych, MBA
Senior Vice President                                    Managing Principal
global solutions
                                                         Jamie is a registered psychologist and assessment
As a global thought leader for Right Management’s        specialist. She currently heads Right Management’s
Talent Management practice, Michael drives the           Talent Assessment practice in Australia and New
strategy and execution of the organization’s Talent      Zealand. Since joining Right Management, Jamie
Assessment capabilities worldwide. He supports a         has been involved in a range of national and global
network of Regional Champions and Subject Matter         assessment and leadership development consulting
Experts and leads the design and implementation of       projects. Jamie also provides individual coaching using
global, scalable solutions delivered to meet critical    an evidence-based approach and Cognitive Behavioral
and emerging business needs. These key capabilities      and solution-focused techniques.
and associated client solutions focus on competency
modeling and individual, team, and organizational
                                                         Hilda Wang
assessment.
                                                         Data Manager
                                                         Hilda Wang is the Data Manager for Right Management
Deborah Schroeder-Saulnier, D.Mgt.                       in Australia. She has extensive experience in analyzing
Senior Vice President
                                                         data, data presentation and benchmarking. Hilda has
global solutions
                                                         worked with clients from a range of industries spanning
As a global thought leader for Right Management’s        both the private and public sector, including banking
Talent Management practice, Deborah drives the           and finance, mining and resources, hospital and health
global strategy and execution of the organization’s      care, manufacturing, utilities and instrumentalities,
Leader Development, Organizational Effectiveness         communication and IT.
and Employee Engagement capabilities worldwide.
She supports a network of Regional Champions and         Stephen L. Cohen, Ph.D.
Subject Matter Experts and leads the design and          Founder and Principal for Strategic
implementation of global, scalable solutions delivered   Leadership Collaborative          
to meet critical and emerging business needs. These
                                                         Steve Cohen is Founder and Principal for the Strategic
key capabilities and associated client solutions focus
                                                         Leadership Collaborative, focusing on leadership
on the areas of leadership, succession, performance
                                                         strategy and development solutions including
management, strategy and strategic workforce
                                                         educational experiences, succession management,
alignment, change management, wellness and
                                                         senior team strategy alignment and high-performance
productivity management, workforce engagement and
                                                         coaching. Most recently he was Senior Vice President
retention strategies.
                                                         of Global Solutions for Right Management’s Leadership
                                                         Development Center of Excellence.




                                                                                                  CONTRIBUTORS     18
Right Management (www.right.com) is the talent and         Right Management Inc.
career management expert within Manpower, the global       1818 Market Street, 33rd Floor
leader in employment services. Right Management helps      Philadelphia, PA 19103-3614
clients win in the changing world of work by designing
and executing workforce solutions that align talent        A MANPOWER COMPANY
strategy with business strategy. Our expertise spans       www.right.com
Talent Assessment, Leader Development, Organizational
Effectiveness, Employee Engagement, and Workforce          Product #6100-3US
Transition and Outplacement. With 300 offices in over 50
countries, Right Management partners with companies        © 2009 Right Management. All Rights Reserved.

of all sizes. More than 80% of Fortune 500 companies
are currently working with us to help them grow talent,
reduce costs and accelerate performance.

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How Leaders Drive Workforce Performance

  • 3. Table of Contents A word from the president 3 how this reseArch wAs conducted 4 introduction 5 Key findings 7 The Leader’s Role in Creating Engagement The Factors of Engagement Leaders Appear to Matter Less Leadership Implicated in all Topics Driving Engagement Begins at the Top Senior Leaders Valued for Valuing Employees Immediate Managers Valued for Supporting Work and Development implicAtions And Advice 13 Create the Processes, Learning and Culture that Promote Engagement Tie Employee Success to Organizational Success Have Meaningful Discussions with Employees Formulate a Strategy that Resonates with Core Values of Employees Best prActice recommendAtions for developing leAders 16 why enhAnce leAdership sKills And AttriButes 17 contriButors 18 ABout right mAnAgement 19
  • 4. A Word from the President Bottom-line business results depend on bringing emerging, developing and strategic leaders to the peak of their potential with maximum efficiency. In a world of work in which new challenges are confronting leaders at a quickening pace, no organization can afford to overlook leader development. Right Management conducted of a major global study examining the relationship between leadership and employee engagement, identifying key drivers and behaviors impacting the leader’s ability to engage employees in their roles. We hope this research sheds a penetrating light on the relationship of leadership to engagement and provides some practical advice on how leaders might more effectively engage their employees.   My colleagues and I look forward to continuing to provide research, insights and fresh perspectives to ensure you have the information, resources and solutions you need to accelerate leader development and deliver performance improvements that lift the entire organization. douglas J. matthews president and chief operating officer right management 3 EMPLOYEE ENGAGEMENT: MAXIMIZING ORGANISATIONAL PERFORMANCE
  • 5. How This Research Was Conducted To arrive at a clearer understanding of engagement drivers impacting critical business metrics such as performance, employee satisfaction and retention, Right Management conducted a major study of engagement among 28,810 employees representing a broad range of sectors from 15 countries in the Americas, Europe, and Asia-Pacific. Our survey asked participants to self-report on attitudes, performance and conditions directly related to the effectiveness of their organization. It identified 11 key determinants of organiza- tional effectiveness and under each determinant or “topic” presented a number of statements or “items” associated with that topic. There were 99 items in total. For each item, participants were invited to choose among six responses ranging from “strongly agree” to “strongly disagree.” Eight items were specifically directed toward measuring the level of their engagement. The other 91 items addressed the 10 remaining topics, which ranged from leadership and strategy to culture and communication. Responses were then analyzed to test for correlations between engagement and each general topic as well as each specific item. Data was collected from November, 2008 to January, 2009. Most respondents (91%) were from private corporations employing 50 or more people, with revenues ranging from under $1 million to over $1 billion. The study used a stratified sample of employees that matched the workforce population in each country on several factors, including industry, size of organization, gender, and age. EUROPE NORTH AMERICA JAPAN ASIA-PACIFIC MIDDLE EAST AND AFRICA SOUTH AMERICA countries United States, Canada, Australia, New Zealand, Brazil, UK, France, Germany, Norway, Sweden, Denmark, China, India, Japan, South Korea industries Agriculture, forestry and fishing; Mining and quarrying; Manufacturing; Electricity, gas and water supply; Construction; Wholesales and retail trade; Restaurants and hotels; Transportation, storage and commun- ication; Finance, insurance, real estates and business services; Government, social and personal services. HOW THIS RESEARCH WAS CONDUCTED 4
  • 6. introduction A Key Leadership Challenge How do leaders ensure that employees are fully engaged by their work? How do they enhance employee productivity and optimize organizational performance? In a rapidly changing world of work, leaders face an increasingly complex challenge understanding what motivates employees and drives job satisfaction, commitment, pride and advocacy. Globalization, changing demographics, economic turbulence, narrowing leadership pipelines, evolving business models, transformational communication technologies and the rise of the virtual work place are all trends placing new pressures on leaders and complicating the engagement issue. In a major study involving nearly 30,000 employees in 15 countries worldwide, Right Management recently sought to determine the factors most closely associated with driving employee engagement. The results provide valuable insights into the importance of leadership to engagement and the measures leaders can take to improve the performance of their workforce and their organization. fewer than half of nearly 30,000 respondents rated their immediate managers and senior leaders as effective. engAgement mAtters Engagement refers to an employee’s willingness to work for the success of his or her job and organization. It consists not just of traditional notions of job satisfaction but of an active commitment to doing the job well and helping the organization achieve its goals and strategies. Engaged employees take pride in their organization and work; take ownership of their projects; talk positively about themselves, their employer and the goods and services they help deliver; view working for their organization as a career, not just a job; and, above all, perform better. A highly engaged workforce is 50% more productive than an unengaged workforce and displays retention rates that are 44% higher.1 Engagement is a critical measure of alignment between the individual and the organization and a key determinant of organizational effectiveness. 1 Weir, J. HR.com. 2003. Reporting findings of First, Break All the Rules, by Marcus Buckingham and Curt Coffman (Simon and Schuster, 1999) and Now, Discover Your Strengths, by Marcus Buckingham and Donald Clifton (The Free Press, 2001). 5 INTRODUCTION
  • 7. gloBAl highlights Our research showed a significant correlation between leadership and employee engagement. Organizations with effective leadership, our results suggest, have more than twice the number of engaged employees Engagement is slightly than those without effective leadership. Of all respondents who rated higher among female the performance of their senior and immediate leaders highly, those who employees. 36% of female reported high levels of engagement outnumbered those who reported a respondents reported being lack of engagement by a margin of well over 2 to 1. Engaged employees also expressed disproportionately positive views of facets of the organization over engaged as compared to which their leaders have significant control. In other words, organizations 33% of male respondents. with leaders who help ensure, for example, that employee opinions count or that employees understand what is expected of them have a higher number of engaged employees than organizations without such leaders. One salient fact to emerge from our research requires emphasis: fewer than half of our nearly 30,000 respondents rated their immediate managers and senior leaders as effective. The study also revealed some important national differences in attitudes towards engagement and leadership. Respondents in India, the US and New Zealand reported the highest levels of engagement. Indian respondents also expressed the most positive assessments of both their senior and immediate leaders. New Zealanders and Brazilians ranked immediately below the Indians in their assessment of senior leaders, while Brazilians and the Chinese ranked immediately below them in their assessment of immediate leaders. Trailing these frontrunners in assessing leadership were European, Canadian, Australian and US respondents. The lowest performer of all was Japan: only 1 in 10 Japanese respondents indicated that they were engaged and only 1 in 4 rated their leaders as effective. Chinese respondents, interestingly, rated their leaders relatively highly but reported relatively low levels of engagement. INTRODUCTION 6
  • 8. Key findings The Leader’s Role in Creating Engagement Our study analysis correlated participants’ self-reports of engagement with their responses to the survey’s 91 non-engagement-related items and the 10 non-engagement-related topics according to which individual items were grouped. The findings discussed here consider engagement in relation to: • The 10 general topics (that is, the 10 determinants of organizational effectiveness • The 2 topics specifically devoted to leadership (Immediate Managers and Senior Leaders) as well as the individual items belonging to each of these topics • The 91 items considered apart from their topics engAgement drivers By topic 1. Work Processes 6. Structure, roles and capability 2. Learning and development opportunities 7. Recognition and reward 3. Culture 8. Customer focus 4. Senior leaders 9. Strategy 5. Communication 10. Immediate managers engAgement drivers By items Participants were asked to report on perceptions of leadership effectiveness by providing a favorability or unfavorability rating for each of the following items, rating each: Strongly Agree, Agree, Partly Agree/Partly Disagree, and Strongly Agree. engAgement drivers for immediAte mAnAger 1. Is good at developing people 2. Provides me with on-going feedback on my performance 3. Acts on my ideas and suggestions 4. Asks me for feedback on his/her performance 5. Gives me the support I need to do my job well 6. Leads by example 7. Keeps me informed about changes happening in my organization 8. Has the skills to manage change effectively 9. Explains the link between the work I do and the organization’s strategy 7 KEY FINDINGS
  • 9. engAgement drivers for senior leAdership 1. Value employees 2. Lead by example 3. Have the capability to make my organization successful 4. Are visible to employees 5. Encourage feedback across my organizations 6. Ensure that projects are completed 7. Behave consistently with organization values 8. Communicate effectively about change in my organization 9. Implement change effectively in my organization 10. Respond appropriately to changing external conditions 11. Make decisions consistent with my organization’s strategy the fActors of engAgement The results of our study reveal a statistically significant correlation between high engagement and each of the survey’s 10 topics. In other words, each of these factors essential to organizational effectiveness bears a greater-than-chance relationship with engagement. While a strong correlation does not necessarily imply a cause and effect relationship, the possibility that a cause and effect relationship applies can legitimately be inferred from these results. In order of their correlation with engagement, the topics rank as follows: 1. Work Processes 2. Learning and development opportunities 3. Culture 4. Senior leaders 5. Communication 6. Structure, roles and capability 7. Recognition and reward 8. Customer focus 9. Strategy 10. Immediate managers tAKen Alone As A single fActor, leAders AppeAr to mAtter less As these ranking show, perceptions of leader performance do not matter most to engagement. Work processes, learning and development, and culture each have slightly higher correlations with engagement than does senior leadership. Moreover, of the 10 factors correlated with en- gagement, immediate managers demonstrates the lowest correlation. Leadership, then, appears to matter less. KEY FINDINGS 8
  • 10. leAdership implicAted in All fActors of engAgement However, we would be making a mistake to confine our consideration of leadership and engage- ment to employees’ direct perceptions of leader performance. Regardless of how employees may have responded to items directly addressing leadership, leadership is nevertheless strongly implicated in a host of other items more highly correlated with engagement. For example, the number one factor on the list, work processes, encompasses items such as, “our work processes are generally well organized and efficient,” “I have an appropriate workload,” and “the amount of pressure I experience in my role is reasonable.” While none of these items specifically addresses leadership, leadership still must have had a direct impact on how respondents addressed these items. It is the role of leaders, especially immediate managers, to ensure that work processes are organized and efficient, that employees have appropriate work loads and that the pressures they face are manageable. While the correlation between engagement and employee opinions of im- mediate managers may be the weakest among the 10 correlations plotted, immediate manag- ers nonetheless drive work processes – the factor most closely related to engagement. top ten gloBAl engAgement drivers By item And topic item topic 1. I am committed to my organization’s core values Strategy 2. Our customers think highly of our products and services Customer focus 3. My opinions count Communications 4. I have a clear understanding of what is expected of me at work Structure, roles and capability 5. I understand how I can contribute to meeting the needs of our customers Customer focus 6. I have been fairly rewarded Recognition and reward 7. Senior leaders value employees Senior leaders 8. Everyone is treated with respect at work regardless of who they are Culture 9. I can concentrate on my job when I am at my work area Work processes 10. My personal work objectives are linked to my work area’s business plan Strategy 9 KEY FINDINGS
  • 11. engAged employees view leAders fAvorABly Not surprisingly, our research revealed senior leaders and immediate managers correlate strongly with engagement. Of those respondents who rated highly on engagement indicators, 77% expressed a favorable view of their senior leaders and 74% expressed a favorable view of their immediate managers. By contrast, only 33% of unengaged employees indicated similarly favorable views of senior and immediate managers. Clearly, the performance of both senior and immediate leaders is closely associated with the engagement of employees. senior leAders vAlued for vAluing employees Among individual survey items pertaining specifically to senior leaders, those showing the highest correlation with engagement are: 1. Senior leaders value employees 2. Senior leaders have the capability to make my organization successful 3. Senior leaders effectively implement my organization’s strategy 4. Senior leaders effectively communicate my organization’s strategy to employees work processes are key drivers of engagement and performance. our research suggests that organizations with effective immediate managers have work processes two times more efficient than organizations with ineffective immediate managers; those with effective senior leaders have work processes that are four times more efficient. These correlations provide a more granular view of the relationship between senior leader- ship and engagement. Engaged employees value senior leaders most for valuing employee contributions, which must predictably entail demonstrating that they value these contributions. Senior leaders are also valued for implementing and communicating the organization’s strategy. As these items again show, communicating with employees effectively is almost as important as acting effectively. The senior leadership items that appear to matter least to engagement are “senior leaders ensure that projects are completed” and “senior leaders are visible to employees.” KEY FINDINGS 10
  • 12. senior leAdership engAgement drivers pArtly strongly Agree/ disAgree/ Agree/ pArtly strongly engAgement driver Agree disAgree disAgree Value employees 48% 31% 21% Have the capability to make my organization successful 56% 28% 15% Lead by example 41% 33% 26% Implement change effectively in my organization 42% 34% 24% Behave consistently with organization values 49% 32% 19% Communicate effectively about change in my organization 43% 32% 24% Encourage feedback across my organization 46% 32% 22% Make decisions consistent with my organization’s strategy 51% 33% 16% Respond appropriately to changing external conditions 46% 34% 20% Ensure that projects are completed 55% 31% 15% Are visible to employees 51% 27% 22% immediAte mAnAgers vAlued for supporting worK And development Among individual survey items pertaining specifically to immediate leaders, those showing the highest correlation with engagement are: 1. My immediate manager gives me the support I need to do my job well 2. My immediate manager facilitates effective discussions about my career development 3. My immediate manager explains the link between the work I do and my organization’s strategy 4. My immediate manager is good at developing people Three of the four immediate manager items that correlated most highly with engagement involve providing employees with the support they need to perform well and advance their skills and career. If employees look to senior managers to value their contribution, they look to immediate managers to help them enhance their contribution. Once again, strategy also plays a role. While employees expect senior leaders to communicate the organization’s strategy, they expect immediate managers to explain how their work helps realize this strategy. In short, they want to be valued for their contribution, enhance their contribution and understand how their contribution helps to advance the success of the organization. Interestingly, the immediate manager item with the lowest correlation with engagement is, “My immediate manager asks me for feedback on his or her performance.” For engaged employees, it’s their own needs and the needs of the organization that count, not the needs of the manager. 11 KEY FINDINGS
  • 13. immediAte mAnAger engAgement drivers pArtly strongly Agree/ disAgree/ Agree/ pArtly strongly engAgement driver Agree disAgree disAgree Gives me the support I need to do my job well 52% 29% 18% Explains link between work I do and organization’s strategy 45% 30% 25% Has the skills to manage change effectively 50% 27% 22% Is good at developing people 47% 29% 25% Leads by example 46% 29% 26% Provides me with on-going feedback on my performance 49% 27% 23% Acts on my ideas and suggestions 49% 32% 19% Keeps me informed about changes in organization 50% 28% 22% Asks me for feedback on his/her performance 34% 25% 41% cAse study Business chAllenge How do we develop our leadership pipeline? solution When one of the world’s largest oil companies dramatically changes its business model, the talent profile needs to change dramatically as well. As executives prepared the company’s new vision and values, they sought to build a new core talent reserve stocked with future leaders who could assure the continued growth and development of the reconceived organization. Specifically, the goal was to energize the company’s Norwegian operations. Working closely with the client, Right Management developed a customized program for identifying high-potential individuals and nurturing their leadership skills. The 18-month program combined four facilitated group meetings with personal development work. Specific topics included leading teams and energizing people, the use of creativity, aligning individual and company values, and managing in a culturally diverse world. The client initially selected 12 individuals from the Norway organization as participants for the first program; of that group, one-third were eventually promoted to new positions. We have since been asked to repeat the program for a new talent group. KEY FINDINGS 12
  • 14. implicAtions And Advice Create the Processes, Learning and Culture that Promote Engagement If the favorable evaluation of a leader’s performance is indeed causally related to higher self-reported engage- ment, then a number of conclusions about how to increase engagement among employees are possible. Leaders must create the conditions that make engagement possible. According to our survey, the top three topics associated with engagement are work processes, learning and development, and culture. Ensuring em- ployee engagement can be as simple as providing employees with a work area where they can concentrate or as complex as providing them with the means to balance work and career development with personal interests. It includes providing them with career opportunities, investing in learning and development and encouraging people to take ownership of their work. It also involves creating an environment where everyone is treated with respect regardless of who they are. Baby boomers reported slightly higher levels of engagement (37%) than did generation X employees (33%) and generation y employees (34%). these results suggest that leaders should make special efforts to reach out to younger employees. younger employees are precisely those most in need of developmental and career support. tie employee success to orgAnizAtionAl success In so far as perceptions of leadership performance are important, leaders at both senior and immediate levels are advised to tie employee success to organizational success. For senior leaders, implementing strategy successfully and making the organization successful are important drivers of employee engagement. But so too are explaining strategy to employees and ensuring that their work is recognized and valued. For immediate managers, key engagement drivers include showing employees how their work contributes to strategy and giving them the support they need to do their job well. Clearly, helping employees perform well in the present is essential. So too is looking 13 IMPLICATIONS AND ADVICE
  • 15. to the future: other key drivers for immediate managers include helping employees develop their capacities and advance in their careers. Employees want to work for successful organizations and they want to make meaningful contributions to that success both at present and in the future. Leaders do best to drive engagement when they help them further those goals. hAve meAningful discussions with employees Interestingly, our survey shows that the top individual items associated with engagement are not components of the two leadership topics nor indeed of the three topics at the top of the engagement correlation list (see page 8). That is, when responses to the 13 items comprising the work processes section of the survey are averaged together, work processes emerges with the highest correlation to engagement among the 10 general topics or factors considered. Yet when ranking the survey’s 91 individual items according to their correlation with engagement, the highest any one work processes item rank is ninth. From highest to lowest correlations, the top five individual items are: 1. I am committed to my organization’s core values (strategy) 2. Our customers think highly of our products and services (customer focus) 3. My opinions count (communications) 4. I have a clear understanding of what is expected of me at work (structure, roles and capability) 5. I understand how I can contribute to meeting the needs of our customers (customer focus) This list provides additional perspectives on what leaders can do to enhance engagement. Items three to five point to the importance of communication. Leaders must make job expectations clear but must also ensure that employees understand customer needs clearly. Above all, leaders must listen and act on employee opinions: communication is a two-way street. formulAte A strAtegy thAt resonAtes with core vAlues of employees Of all 91 items included in our survey, the single item correlating most strongly with engagement, “I am committed to my organization’s values,” belongs to the strategy topic. If there is one single thing leaders can do to increase engagement within the organization, it is to formulate a strategy reflecting core values with which employees can identify. For example, on the assumption that most employees will identify with a strong corporate social responsibility agenda, building such an agenda into your organization’s strategy may go a far way towards driving workforce productivity and ensuring business success. As renowned Harvard business strategist Michael Porter recently observed, “the really great strategies of today have a social dimension.”2 2 Richard Blackwell, “Business guru takes issue with stock trading strategies,” Globe and Mail, 16 June 2009. IMPLICATIONS AND ADVICE 14
  • 16. JoB engAgement vs. orgAnizAtion engAgement The engagement section of our study consisted of eight items, four devoted to assessing respondents’ engagement with their job and four assessing their engagement with their organization. Thirty-four percent of all respondents indicated that they are engaged by both job and organization. Interestingly, 9% indicated that they were engaged by their organization but not by their job while 7% indicated that they were engaged by their job but not by their organizations. The former group, sometimes referred to as “benchwarmers”, are happy to cheer from the sidelines but are reluctant to play a strong role in achieving collective success. The latter group, sometimes referred to as “free agents”, are happy to make a strong contribution but feel no particular loyalty to the organization and may leave at any time. Both groups present leaders with unique engagement challenges. 15 IMPLICATIONS AND ADVICE
  • 17. Best Practice Recommendations What are some of the skills, attributes and behaviors senior and immediate leaders can leverage to drive employee engagement? senior leAders • Show that you value employees • Build a strategy reflecting core values with which employees can identify • Implement the organization’s strategy effectively • Communicate strategy to employees clearly • Implement organizational change effectively immediAte mAnAgers • Facilitate discussions with employees about career development • Help employees understand the link between the work they do and the organization’s strategy • Provide employees with the support they need to do their jobs well • Manage work processes effectively • Focus on developing people EMPLOYEE ENGAGEMENT: MAXIMIZING ORGANISATIONAL PERFORMANCE 16
  • 18. Why Enhance Leadership Skills and Attributes It remains for us to emphasize one last key finding to emerge from our research: fewer than half of our nearly 30,000 respondents rated their immediate managers and senior leaders as effective. If these results are representative, organizations worldwide face major challenges and opportunities related to employee engagement. Employees, quite simply, are less engaged than they could be were they provided with more effective leadership. Many organizations, our results suggest, could achieve significant productivity gains by enhancing the leadership skills and attributes of leaders at all levels. Based on our major global study of the determinants of organizational effectiveness, this white paper has considered some of the key evidence linking leadership to employee engagement. It has also made several recommendations addressing measures leaders can take to help drive engagement. Leaders at all levels have a significant impact and influence over the factors that determine employee engagement. Employee engagement has long been shown to have a direct relationship with business metrics such as productivity, quality, customer loyalty and talent retention. As organizations look for every competitive advantage to move their business forward, leader development, our research strongly suggests, should become an undisputed priority. 17 WHY ENHANCE LEADERSHIP SKILLS AND ATTRIBUTES
  • 19. Contributors Michael Haid Jamie Sims, BA (Hons), MPsych, MBA Senior Vice President Managing Principal global solutions Jamie is a registered psychologist and assessment As a global thought leader for Right Management’s specialist. She currently heads Right Management’s Talent Management practice, Michael drives the Talent Assessment practice in Australia and New strategy and execution of the organization’s Talent Zealand. Since joining Right Management, Jamie Assessment capabilities worldwide. He supports a has been involved in a range of national and global network of Regional Champions and Subject Matter assessment and leadership development consulting Experts and leads the design and implementation of projects. Jamie also provides individual coaching using global, scalable solutions delivered to meet critical an evidence-based approach and Cognitive Behavioral and emerging business needs. These key capabilities and solution-focused techniques. and associated client solutions focus on competency modeling and individual, team, and organizational Hilda Wang assessment. Data Manager Hilda Wang is the Data Manager for Right Management Deborah Schroeder-Saulnier, D.Mgt. in Australia. She has extensive experience in analyzing Senior Vice President data, data presentation and benchmarking. Hilda has global solutions worked with clients from a range of industries spanning As a global thought leader for Right Management’s both the private and public sector, including banking Talent Management practice, Deborah drives the and finance, mining and resources, hospital and health global strategy and execution of the organization’s care, manufacturing, utilities and instrumentalities, Leader Development, Organizational Effectiveness communication and IT. and Employee Engagement capabilities worldwide. She supports a network of Regional Champions and Stephen L. Cohen, Ph.D. Subject Matter Experts and leads the design and Founder and Principal for Strategic implementation of global, scalable solutions delivered Leadership Collaborative           to meet critical and emerging business needs. These Steve Cohen is Founder and Principal for the Strategic key capabilities and associated client solutions focus Leadership Collaborative, focusing on leadership on the areas of leadership, succession, performance strategy and development solutions including management, strategy and strategic workforce educational experiences, succession management, alignment, change management, wellness and senior team strategy alignment and high-performance productivity management, workforce engagement and coaching. Most recently he was Senior Vice President retention strategies. of Global Solutions for Right Management’s Leadership Development Center of Excellence. CONTRIBUTORS 18
  • 20. Right Management (www.right.com) is the talent and Right Management Inc. career management expert within Manpower, the global 1818 Market Street, 33rd Floor leader in employment services. Right Management helps Philadelphia, PA 19103-3614 clients win in the changing world of work by designing and executing workforce solutions that align talent A MANPOWER COMPANY strategy with business strategy. Our expertise spans www.right.com Talent Assessment, Leader Development, Organizational Effectiveness, Employee Engagement, and Workforce Product #6100-3US Transition and Outplacement. With 300 offices in over 50 countries, Right Management partners with companies © 2009 Right Management. All Rights Reserved. of all sizes. More than 80% of Fortune 500 companies are currently working with us to help them grow talent, reduce costs and accelerate performance.