T HE G ALLUP O RGANIZATION 1 Managing Employee Engagement in this Crisis Copyright © 2009 The Gallup Organization, Princeton, NJ. All rights reserved. T HE G ALLUP O RGANIZATION R OMANIA

T HE G ALLUP O RGANIZATION Employee satisfaction vs. ROI 2

T HE G ALLUP O RGANIZATION 3 Engagement Predicts: Profit (+) Sales (+) Productivity (+) Employee Turnover (-) Customer Loyalty & Engagement (+) Safety Incidents (-) Absenteeism (-) Theft (-) Company Advocacy (+) Satisfaction with Leadership (+) Life Satisfaction (+) Stress (-) Mortality (-)

T HE G ALLUP O RGANIZATION 4 Employee Retention + 50% Customer + 56% Safety + 63% ENGAGED WORK UNIT Profitability + 27% Productivity + 38% + 78% Overall Performance (composite of all five outcomes) +94% Composite Performance (composite of direct outcomes) Engaged work units have higher success rates (improvement in probability of success: above-average performance) Copyright © 2009 The Gallup Organization, Princeton, NJ. All rights reserved. Findings Disengagement is Very Expensive

T HE G ALLUP O RGANIZATION 5 3+ Million Employee Interviews 10+ Million Customer Interviews 2+ Million “Fit to Role” Reviews 200,000 Managers Interviews 100,000 Leadership Interviews Concurrent study of recent advances in neuroscience, psychology and economics. Copyright © 2006 The Gallup Organization, Princeton, NJ. All rights reserved. “Focused”: Finding the right questions

T HE G ALLUP O RGANIZATION 6 Gallup Q 12 ® Engagement Index XYZ Company by Sales Unit Engaged Not Engaged Actively Disengaged Copyright © 2006 The Gallup Organization, Princeton, NJ. All rights reserved.

T HE G ALLUP O RGANIZATION 7 Engaged  These employees are loyal and psychologically committed to the organization. They are more productive, more likely to stay with their company for at least a year, less likely to have accidents on the job, and less likely to steal. These employees have most of their performance- related workplace needs met. Not Engaged  These employees may be productive but they are not psychologically connected to their company. They are more likely to miss workdays and more likely to leave. These employees have some of their performance- related workplace needs met but have many needs unmet. Actively Disengaged  These employees are physically present but psychologically absent. They are unhappy with their work situation and insist on sharing that unhappiness with their colleagues. These employees have most of their performance-related workplace needs unmet. Copyright © 2006 The Gallup Organization, Princeton, NJ. All rights reserved. Using the Q 12 ® items, Gallup can calculate the following three categories of employees:

T HE G ALLUP O RGANIZATION 8 Business is common sense 1. COMMUNICATION 2. CHANGE MANAGEMENT 3. HOPE