Using People Analytics To Drive Business Performance A Case Study

Many fast food restaurant that have thousand outlets around the world use data to increase customer satisfaction and increase revenue. Now a growing number of businesses are applying analytics to processes such as recruiting and retention and intuition that drives employee performance. Many workers now focus on their special talents and on the process of individual HR. The company focused the power of people analytics on its frontline staff with an eye toward improving overall business performance and achieved dramatic improvements in customer satisfaction, service performance, and overall business results. Collecting data is a challenge for companies to look for new opportunities to improve customer experience. Business leaders believed closing this turnover gap could be a key to improving the customer experience and increasing revenues, and that their best chance at boosting retention lay in understanding their people better. Four insights emerged from the analysis that have begun informing how the company manages its people day to day. First is personality counts, careers are key, management is a contact support, shifts differ. Companies caution against concluding that instinct has no role to play in the recruiting, development, management, and retention of employees—or in identifying the combination of people skills that drives great performance. It appears that executives who can complement experience-based wisdom with analytically driven insight stand a much better chance of linking their talent efforts to business value

Reference : https://www.mckinsey.com/business-functions/mckinsey-analytics/our-insights/using-people-analytics-to-drive-business-performance-a-case-study

Dr. Maria Grace Herlina S.Sos.,MM. & Vanessa Augria