EMPLOYEE FEEDBACK SURVEY

Engagement & Organizational Culture Benchmark Study July 2011

BECOME A HIGH PERFORMANCE ORGANIZATION | LETS GO GLOBAL | RESTORE FACILITIES TO OPENING DAY FRESH | FUND THE FUTURE

Speak Up! Create Change

EMPLOYEE FEEDBACK SURVEY

Strategic Priority: Build a High Performance Organization

Move from hierarchical to network talent management organization

Increase employee satisfaction by 5% over the baseline by June 30, 2012.

2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

Why Survey Employees?

Discretionary Effort
Full Potential E f f o r t 60% Minimum Not to Get Fired 40% Typical Effort 100%

2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

Research Methodology
Survey Methods Used
Internet-based survey from any PC Survey sites equipped with PCs Focus group meetings based on service, function, work group, and demographics

2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

Research Methodology
Survey Size = 74.42% of Employee Population
1042 Completes/Partials 940 Completes 1205 Open-ended Comments

Margin of Error
Plus or minus 3% points that reported value expected to be true value

Level of Confidence
95% level of confidence results are correct
2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

HAS Engagement Results

NOT ENGAGED ENGAGED
Low Turnover High Productivity High Customer Metrics High Profitability High Turnover Low Productivity Low Customer Metrics Low Profitability

ACTIVELY DISENGAGED
Sabotage Excessive Complaining High Absenteeism High Accident Rate

20%
All Companies1 Average2 World Class2
1Employee 2Employee

53%
54% 49% 26%

27%
20% 18% 7%

26% 33% 67%

Engagement as in Last Decade, Gallup 2010 Research based on 17 million employees. Engagement. Whats Your Engagement Ratio Based on Financial Performance, Gallo, August 2011..

2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

Observations
The engaged employee population is 20% or slightly lower than most organizations. Positive responses are more likely from employees who attend weekly meetings. HAS leaders view of the organization parallels those of employees. HAS organizational culture reflects a System 2 Benevolent Autocratic style with some System 3 Consultative characteritics.
2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

NEXT STEPS
Departments Action Plan

Conduct Focus Group Meetings Communicate Results to Workforce Require Quarterly Team Meetings Publish Results by Business Units Conduct Quarterly Pulse Surveys Develop Business Unit Action Plans

2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

FY 2012 Action Plan Bush Intercontinental Airport

Airport Maintenance Group

Airfields & Grounds, Physical Plant Maintenance, Electrical, Facilities Management, Building Services Survey Size = 68.71% of Employee Population Engaged Employees = 19.91% Not Engaged = 64.93% Actively Disengaged = 15.16%

2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

Airport Maintenance Group Employee Engagement Team

Employee Engagement Action Plan

1

Communication

Adequate Supplies/Equipment

Equipment Recognition

5/8s Transition Plan

Communication
CONCERN 1 ACTION PLAN 2 Weekly Home Team meetings have been established. The agenda is submitted using collective input. Maintenance Senior Staff meeting is now a larger group including additional managers. Front line supervisors conduct team meetings with management involvement during all three shifts. Meetings have sign-up sheets and agendas. Implement Open Door & Manage from the Floor and Not the Desk policies. Ensure information is posted in all break areas. Information is solicited from Supervisors prior to the Home Team Meetings Agenda. Team Huddles

Staff perception is that little consideration is given to their ideas and suggestions. Need for more collaborative communication between management and staff. The dissemination of accurate information in a timely manner, including feedback on issues presented.

Adequate Supplies/Equipment
CONCERN 1 ACTION PLAN 2

The amount and variety of supplies needed to maintain the facilities are inadequate. We do not have enough equipment on hand to do a good job maintaining the airport.

Re-train employees on proper chemical use. Continue to research efficient and effective products. Custodial Services developed a program to have supplies stored adjacent to work areas for better accessibility. Set up meetings with Supply Chain Management (SCM).

Equipment
CONCERN 1 ACTION PLAN 2

Current equipment does not work well and is consistently broken.

Consolidate the maintenance staff for a more effective maintenance program. Conduct training to reinforce the effective use and cleaning of current equipment. Facilities and Fleet Contractor has agreed to provide a weekly status report of all Out of Service equipment.

Recognition
CONCERN 1 ACTION PLAN 2

Not recognized for good performance Lack of consideration. Desire for additional involvement in contract bids.

Submit names of employees which go above and beyond normal duties. Include suggestions that streamline the work process and represent a cost savings using the Employee Rewards and Recognition Program. Working with HPT to provide the skills needed for supervisors to be efficient managers.

5/8s Work Schedule Transition Plan

CONCERN 1 ACTION PLAN 2

Employees expressed concern over the additional cost of fuel, dentist and doctors appointments.

Develop a flexible approach to assisting employees with scheduled doctors visits. Educate employees on the value of 25% staffing efficiency.

Softball Field Create Fun

Employees Idea - Developed & Utilized

AMG employees responded to requests for team building projects at IAH with the concept of designing a intramural softball field. This project promotes: Health and wellness initiatives Inter-business group participation Communication development Making work fun

Softball Field Create Fun

Employees Idea - Developed & Utilized

Eugene Kelly, the AMG employee that designed and helped build the field.

Water Collection Innovation

Employees Idea - Developed & Utilized

AMG employees submitted the concept for recycling water using potable water to irrigate foliage around the airport. This project promotes: Going Green Water conservation

Water Collection Innovation

Employees Idea - Developed & Utilized

Compactor Maintenance Efficiency

Employees Idea - Developed & Utilized

AMG employee, Jonathan Young, grew increasingly tired of spending excessive time removing trash and debris from underneath the compactor. Jonathan partnered with our Maintenance Mechanic II Sambo Hirro and Welder Charlie Herrera to construct a piece of sheet metal that would prevent trash from falling underneath the compactor. Jonathan's effort reduced the amount of time spent cleaning the compactor, and allowed employees to concentrate on other areas of airport beautification.

Results

Meet

Communicate

Engage

Recognize

FY 2012 Action Plan

Background Information

2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

HAS Engagement Level

ENGAGEMENT SURVEY QUESTIONS:
In the last six months, I have had an opportunity to work, to learn, and to grow. In the last six months, someone at work talked to me about my progress. I have a best friend at work. My fellow employees are committed to doing quality work. The mission of the Houston Airport System makes me feel my job is important. At work, my opinion seems to count. There is someone at work who encourages my development. My supervisor or someone at work seems to care about me as a person. In the last seven days, I received recognition or praise for doing good work. At work, I have the opportunity to do what I do best every day. I have the materials and equipment need to do my work right. I know what is expected of me at work.
TOTAL NUMBER OF RESPONSES [N=11280 Responses from 940 Completed Surveys.]

1 144 16% 205 23% 141 15% 61 7% 75 8% 222 24% 190 21% 112 12% 255 28% 105 12% 90 10% 38 4% 1638 15%

2 106 12% 133 15% 169 19% 108 12% 106 12% 131 14% 150 16% 84 9% 141 15% 100 11% 99 11% 41 5% 1368 12%

3 265 29% 261 29% 211 23% 173 19% 158 17% 269 30% 241 26% 164 18% 244 27% 231 25% 235 26% 125 14% 2577 23%

4 226 25% 233 26% 288 32% 400 44% 376 41% 210 23% 233 26% 362 40% 205 23% 284 31% 286 31% 293 32% 3396 30%

5 199 22% 108 12% 131 14% 198 22% 225 25% 108 12% 126 14% 218 24% 95 10% 220 24% 230 25% 443 49% 2301 20%
ENGAGED

ACTIVELY DISENGAGED

NOT ENGAGED

COMPOSITE ENGAGEMENT SCORE

27%

53%

20%

2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

HAS Organizational Culture

SURVEY QUESTIONS BASED ON LIKERT'S ORGANIZATIONAL DIAGNOSIS MODEL LEADERSHIP 16. How much confidence and trust is shown in employees. 17. How free do employees feel to talk to supervisors about their jobs? 18. How often are employees' ideas sought and used constructively? 19. Is predominant use made of fear, threats, punishments, rewards, and/or involvement? 20. Where is responsibility felt for achieving organization's goals? TEAM WORK 21. How much cooperative team work exists? 22. What is the usual direction of information flow? 23. How is downward communication accepted? 24. How accurate is upward communication? 25. How well do supervisors know problems faced by employees? 26. At what level are decisions made? 27. Are employees involved in decision related to their work? 28. What does the decision-making process contribute to motivation? 29. How are organizational goals established? 30. How much covert resistance to goals is present? 31. How concentrated are review and control functions? 32. Is there an informal organization resisting the formal one? 33. What are the cost, productivity, and other control data used for? TOTAL REPONSES [N=16942] SYSTEM 1 SYSTEM 2 SYSTEM 3 SYSTEM 4 176 390 249 125 191 221 206 167 293 403 444 330 278 238 139 217 178 100 151 226

129 140 100 68 187 353 249 163 207 82 127 102 140 3008

266 370 338 406 325 297 333 326 371 452 481 429 454 6708

343 263 315 346 298 182 243 292 233 257 222 250 179 4544

202 167 187 120 130 108 115 159 129 149 110 159 167 2682

2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

CONTROL

GOALS

DECISION MAKING

COMMUNIC ATIONS

Engagement Index1
CATEGORIES Career Development Opportunities Progress in last six months Best friend at work Coworkers commitment to quality Mission/purpose of organization Opinion counts Management encourages development Supervisor/someone at work cares Recognition last seven days Do what I do best every day Materials and equipment Know what is expected of one at work
1

RETENTION X

CUSTOMER X X X

SAFETY X

PRODUCTIVITY X

REVENUE X X X

X X X X X X X X X

X X X X

X X X X X X X X X X X X X

Items with strongest general relationship across organizations based on the Gallup Organization survey of 200,000 employees in 36 and across 21 different industries that showed links to five business outcomes: retention, productivity, profitability, customer loyalty, and safety.

2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology

ENGAGEMENT FACTORS
GROWTH & DEVELOPMENT My job allows me to learn new things and develop new skills. In the last six months, someone at work talked to me about my progress. TEAMWORK My fellow employees are committed to doing quality work. The mission/purpose of this organization makes me feel my job is important. I have a good friend at work. At work, my opinion seems to count. ORGANIZATIONAL SUPPORT I have someone at work encourages my development. At work, I have the opportunity to do what I do best every day. My supervisor or someone at work seems to care about me as a person. In the last seven days, I have received recognition or praise for doing good work. BASIC NEEDS I know what is expected of me at work. I have the materials and equipment needed to do my work right.

2011 Employee Feedback Survey | Houston Airport System | Human Performance Technology