Three Reasons Onboarding And Offboarding Matter
Onboarding starts off the relationship on the right foot
Onboarding is an organization’s first opportunity to show their new employee they value them and their time. In fact, Amy Hirsh Robinson, principal of the consulting firm The Interchange Group said, “Onboarding is a magic moment when new employees decide to stay engaged or become disengaged. It offers an imprinting window when you can make an impression that stays with new employees for the duration of their careers.”
Research by Glassdoor found that great employee onboarding can improve employee retention by 82%. However, on the other hand, Gallup found that over 80% of organizations don’t onboard well.
At NETRIO, we put a huge emphasis on successfully onboarding all new employees. We have experienced a huge difference in employee retention and satisfaction. Now, when somebody comes in as a new hire here, they will have a welcome kit on their desk. This will include HR information and an explanation of benefits. Putting everything together in a nice package on their desk lets them know we are excited for them to join the team, and we take pride in our employee experience. A great onboarding process is something that most companies overlook, even though it sets the tone for the relationship with your employee.
Brian DeVaultSo now we need to understand what vendors are in play for software applications and what role those provide in the network. If I'm in a line of business application, let's say at Salesforce, who's my end user community for Salesforce, do we have defined procedures set up for how we do things in Salesforce like create new user account? What permissions are they assigned? We talked about that earlier. So we're going to inside the onboarding process.
Brian DeVaultAnd let's talk about that for a minute, because that's where we're going to define the way we approach onboarding and offboarding. Obviously, offboarding is just as important or more important than onboarding, although an employee can't start their job until the onboarding process is finished. So we employ a set of secure Web based forms to create an onboarding process for all of our customers. And so what it looks like as we sit down with the HR people, we sit down with whoever the hiring managers are, and we say, OK, do you have a documented process?
Brian DeVaultAnd if they don't, we define it for them interview style. So what this looks like is we create a form much like you would imagine, first name, last name, reports to, hire date, employee type. This can be W2, 10/99, contractor temp.
Mike CromwellSo what role do they provide in the organization?
Brian DeVaultThese are going to be dropdown lists, right? Pretty populated with the various roles in the organization.
Brian DeVaultSo let's just pick on sales for a minute because that's the easiest.
Brian DeVaultSo let's say that we have a new user. John Doe is the most commonly employed individual in the United States, so John Doe starts in his role as sales. So we're going to put this through a workflow after the user hit submit. All right. We're going to gather a lot of other information here, like DL group memberships. So we'll say, is he part of sales outside versus sales inside. So we're going to gather all that information as part of this big long transcript when this is done.
Brian DeVaultSo after the hiring manager submits this, it's going to go through a workflow. Whoever that approves the job requisition the H.R. manager, initiates their portion and say I approve. This goes into our ticketing system and then it starts our process for how we create new end users.
Brian DeVaultDepending on this role, we've got a set of procedures we've got to follow. Let's say that I'm provisioning this user in salesforce.com, I've got lots of things I got to do here. My step one is create the account. My step two might be assign manager, my step three might be assign Default Sales Permission. My step four might be restrict access hours. The point is we have to define processes by which we go execute tasks on the client's behalf.
Brian DeVaultAnd so this is the Salesforce.com user account creation process. So there's, when you break down everything that your I.T. department does on a day to day basis, this is what the outcome is. We have to document and create process and procedure for everything that's done in that IT department so that we standardize it, done the same way every single time, so that the outcome is consistent. There's some automation that can be introduced in most cases, but there's usually some subset of these that you have to go manually change attribute for a user account for.
Mike CromwellEmployee leaves or let's say there's somebody who's on a contract 10/99 basis, I can imagine somebody that's not employed any longer represents a security risk for the business. And by tightening this up one, you're creating a better experience for somebody that's a new hire. But secondly, your mitigating risk for being able to take quicker action.
Brian DeVaultAbsolutely. You know, it just, I mean, from an employee perspective, it's a process that is almost always overlooked.
Brian DeVaultBut from a professionalism perspective, it makes you so much better as an organization just to have this process defined.
Brian DeVaultWe have gone through this evolution ourselves at Netrio, right. And you've seen the difference. Now, when somebody comes in as a new hire here, they've got a welcome kit on their desk. They've got all their H.R. information, their benefits, explanation, everything is all nice, neat package on their desk along with this information from I.T. This is what you need to start your day. And so when they hit the ground running on day one, they have everything that they need.
Brian DeVaultThey're not spending the next week going in and tracking down the IT guy going, oh yeah, hey, I need access to that too. Oh, hey, I forgot about this. I'm going to need that too, because that's what happens in most cases. If you don't have a formal process for doing it up front.
Mike CromwellIf you're somebody who's been hired, you've gone through a life changing decision and you go to work and you don't have your tools you need, you're not able to therefore get trained. You've got a negative, negative view on your new employer right out of the gate.
Mike CromwellThis helps all that.
Brian DeVaultYeah, it's it's definitely a soft benefit because they see right off the bat that this company has their processes together. You know, this is a refined procedure.
Brian DeVaultAnd what you do is you work through it.
Brian DeVaultI mean, even if if we can't pin down our H.R. department and everybody necessary in order to get this one hundred percent thorough, we always at least put the basics in there because we can go refine it later. Right. But this makes a huge improvement on day one starting experience for any new employee. What we end up with at the end of the day is a library of documents that are process and procedure.
Brian DeVaultSome of these are subs and some of them are masters. But we end up with a document library that's dedicated to each client that is focused around their processes and procedures. And those are organic, right? I mean, those are they don't change on a daily basis, but they might on a weekly basis. As the organization adapts, they have the ability to update those documents real time so that we know how to execute them appropriately.
Mike CromwellHow long does it take to get through this process and what should an I.T. organization and a partner be prepared channel partner be prepared to do to help to get to that interval?
Brian DeVaultI always say this is a four to six week process.
Brian DeVaultAnd the reason that I allow so much gap in it is because it really depends on the organization's readiness to accept support like this. And readiness is determined a lot by how much of this process and procedure exists, how much of this documentation around assets is complete. You know how organized the the organization is in terms of of having documentation in place and things like who who does carry my warranty on my hardware? What are my software subscriptions in terms of maintenance for my SaaS providers?
Brian DeVaultWhat is my data center contract relationship like? All those things, that's all information we have to gather and it can be time consuming. But it also,, one of the I think a good point to make here is, the organization has to be prepared to go through this process as well. We can't do it without them. Right. So they've got inputted every step of the way or most of the steps that are in this process. So they've got to they've got to be highly involved in it.
Brian DeVaultSo what I'd say here, this represents probably four weeks of a four to six week process.
Mike CromwellWe haven't even talked about going live yet. And we welcome comments, feedback, future questions. If you've got a topic you'd love to hear, Brian talk about in WhiteBoard let us know.
Offboarding procedures prevent security breaches
Employee offboarding can be a difficult process for organizations to nail down, but it is important to identify a process that can be streamlined to maintain security. According to TEK Systems, “only 14 percent of IT leaders strongly agree their organization has an effective offboarding process, and at the end of the contract, only 6 percent of IT leaders report that they conduct a formal offboarding process where knowledge and experiences are transitioned from contingent workers to internal staff.” Not offboarding employees properly can pose serious security risks for the organization.
In order to protect the organization’s security, keeping a detailed log and documentation of access points and system logins, network permissions, and more will allow the company to stay on top of offboarding. Next, it’s imperative that management and IT are notified immediately if an employee is leaving the company. Lastly, implement your offboarding action plan. Following the steps you have outlined will allow for a seamless transition. One bonus of working with a Managed Service Provider is they will be able to help you outline the best offboarding process to ensure there are no security issues when employees move on from your company.
Offboarding benefits remaining employees
When someone leaves your company, it will ultimately affect the other people you employ as well. Between sharing the workload, or just the psychological impact it will have on your employees — having a good offboarding process can ensure that you are also thinking of your current employees. Employees want to feel secure in their position at your company. They will feel good knowing they are backed up by their company and that there is a plan in place, regardless of the circumstances.
Bamboo HR states “an effective offboarding process helps reduce the chance that misunderstandings will persist after the employee moves on. When you take the time to get a clear understanding of the employee’s experience, you and your employee can part ways with additional opportunities for networking, development, and growth.”
This blog post is part of NETRIO’s weekly White Board Wednesday series. Follow along on Linkedin and YouTube each week as Brian and Mike discuss use cases, new technology, and trends. The goal is to provide insights for enterprise customers and channel partners, trying to solve complex problems using technology.