Executive Leadership White Papers

(Alphabetical by Title)

2011 Think Tank Executive Summary

How do leaders stay connected with their people in a virtual workplace? What secrets do the best coaches know about managing people for results? How did a Chicago pizza guy create an exceptional workplace in spite of the odds? Those three topics formed the basis for the 2011 Forum Think Tank: The Enrichment Experience: Engaging Great Minds and the Power of People in the Workplace (January 2012). READ MORE>>

A New Age - Putting People First

This is an executive summary developed from the recent Forum study, Leadership and the Performance of People in Organizations: Enriching Employees and Connecting People (March 2010). READ MORE>>

Bank on it: Employee Recognition, Rewards can Reap Benefits for Financial Services Industry

This executive briefing, based on the companion study, “The Role of Rewards and Recognition in Customer-oriented Citizenship Behaviors,” summarizes the findings from personal interviews and a survey of more than 3,500 branch level employees of a Canadian charter bank regarding their employee recognition programs (June 2010). READ MORE>>

Benefits of Tangible Non-Monetary Incentives, The

Four psychological processes tip the scales in favor of tangible, non-cash incentives (2003).  READ MORE>>

Beyond Employee Engagement: Creating Enrichment

As business leaders search for ways to better motivate today’s multi-generational, multi-cultural, post-recession work force, the Forum for People Performance Management and Measurement offers up the concept of “employee enrichment” as a solution to the dilemma in its newest white paper, Employee-Centered Approach Yields Enrichment (April 2011). READ MORE>>

Economic Case for People Performance Management and Measurement, The

Compelling research links financial results and customer satisfaction to engaged employees and channel partners (July 2007). READ MORE>>

Economics of Humanity in Business, The

This white paper is a summary of a 45-page report entitled Pulling Together: The Increased Role and Impact of People in Organizations by Frank Mulhern, co-founder of the Forum for People Performance Management and Measurement, and Professor of Integrated Marketing Communications and Associate Dean for Research at the Medill School, Northwestern University (September 2007).  READ MORE>>

Employee Lifetime Value: The Critical Companion To Customer Life Time Value

Among other valuable insights, the white paper explains how to view Employee Life Time Value (ELTV) through a Critical Companion To Customer Life Time Value (CLTV) lens via seven key constructs (April 2008). READ MORE>>

Employee Lifetime Value: “The People Impact” On Financial Success

This document examines properties shared by Employee Lifetime Value (ELTV) and Customer Lifetime Value, which are explored in further detail in a 45-page research report entitled “Employee Lifetime Value: Measuring the Long-Term Financial Contribution of Employees” (2008). READ MORE>>

Exploring The Building Blocks Of Employee Lifetime Value

This document examines properties shared by Employee Lifetime Value (ELTV) and Customer Lifetime Value, which are explored in further detail in a 45-page research report entitled Employee Lifetime Value: Measuring the Long-Term Financial Contribution of Employees (July 2008). READ MORE>>

Finding the Human Value Connection through Mission and Community

As part of its ongoing research and analysis into the concept of “Employee Enrichment,” The Forum:Business Results Through People, affiliated with Northwestern University, recently conducted a study to identify the best practices of several companies that emphasize and encourage high levels of human value connection, a key component of employee enrichment. The study consisted of interviews with high-level managers at a number of well known and respected organizations. An analysis of the findings by Dr. Frank Mulhern and Deepti Saxena was published earlier this year under the title “Employee Enrichment: An Approach to Leadership and Management that Serves Employees.” This paper highlights the findings from three organizations and centers on two of the seven human value connection dimensions: mission and community involvement. (June 2011). READ MORE>>

How to Make the Shift to a PPMM Strategy

This white paper defines the shared central characteristics of organizations that successfully make the shift to a PPMM strategy by integrating their internal and external marketing efforts (July 2007). READ MORE>>

Leading in the New Age of Putting People First

In a post-recession economy, leaders are looking for new ways to lead as they center business strategies on their greatest asset: people. This paper discusses how leaders can modify their approaches and implement a new people-centered engagement concept called “Employee Enrichment” (August 2010).  READ MORE>>

Parallels between Athletic Coaching and People Performance: An Exploration of Shared Concepts

The concept of applying “coaching” techniques to human resource management has been a recurring theme within business leadership ranks for a number of years, coinciding with the movement away from the traditional employer/employee relationships of the past toward more collaborative “team” approaches in the hopes that it would increase organizational productivity. In this paper, The Forum’s Academic Director, Dr. Frank Mulhern of Northwestern University, examines the key dimensions of successful athletic team coaching in light of the people performance concepts studied and advocated by The Forum. The goal of this work is to provide today’s business leaders with some pragmatic insights for advancing people performance within their own organizations (August 2011). READ MORE>>

Path to Employee Engagement, The

In 2004, the Forum for People Performance Management and Measurement conducted a study to assess the causes of employee satisfaction and engagement and the impact those two attitudes have on customers and financial performance. The research identified what was necessary to successfully create a satisfied and engaged workforce. To take the research one step further, the Forum recently undertook a second study to assess precisely how to create a satisfied and engaged workforce, based on the premise that employee satisfaction is an antecedent to employee engagement. Called The Road to an Engaged Workforce, it explores the methods that managers have available to them to engage their employees. Overall, the study identifies several methods managers can use to influence employee satisfaction and engagement, and these methods, or “levers,” are, in general, more tangible and accessible than the amorphous concepts of organizational culture and employee attitudes. This white paper examines the triggers of employee satisfaction and engagement, pulled from the overall study to provide managers with insight into how to deploy human resource systems for optimal results. READ MORE>>

People Performance Management: A road-map for integrated internal/external marketing

A White Paper based on the First Executive Think Tank of Northwestern University's Forum for People Performance Management & Measurement (2008). READ MORE>>

Perceived Climate for Engagement and the Role of Social Influences in Fostering Individual Engagement and Performance Behaviors

The Forum is pleased to present this white paper by Curtis Walker Jr., who recently earned his Ph.D. from the University of Connecticut. Walker is the winner of The Forum’s research competition for doctoral candidates studying in the field of people and organizational performance. This study explores several dimensions of employee engagement in a nonprofit organization and evaluates how leadership styles and organizational climate influence the level of engagement of individual employees. Organizational climate is defined as the set of policies, procedures and practices an organization undertakes. Prior research has shown that employee perceptions of an organization’s climate influence employee behavior and performance. A key contribution of the study is that it distinguishes between individual employee engagement and overall procedural, contextual and leadership aspects of an organization. Doing so allows for an analysis of the relationship between micro (individual employee) and macro (overall organization) characteristics. (June 2011) READ MORE>>

Relationship between Employee Satisfaction And Hospital Patient Experiences, The

Updated and re-released for publication in a 2012 CustomerCare News.com medical issue, this document examines the vital link in the hospital industry between employee satisfaction and the satisfaction and quality of patient care, based on extensive research conducted at a major New York City hospital. The findings are contained in further detail in a 31-page research report of the same title (August 2009/Re-Release 2012).  READ MORE>>

ROI of Integrated Marketing, The

This white paper highlights four (4) key areas that impact organizational adoption of integrated marketing and motivate employees to think and cooperate beyond their functional silos (2005). READ MORE>>

Six Characteristics of Highly Effective Internal Marketing Programs, The

The 2006 Internal Marketing Best Practices study identified the six key characteristics that drive successful internal marketing programs. Conducted by graduate students of the Integrated Marketing Communications department at Northwestern University, the study shed light on strategies and tactics that align, motivate and empower employees — at all functions and levels — to consistently deliver a company’s “brand promise,” which, in turn, helps businesses reach their goals (2007). READ MORE>>

Technology and the Human Touch: Moderating the Negative Impact of Price Increases with Outbound Personal Communication

In this paper, The Forum’s Academic Director, Dr. Frank Mulhern of Northwestern University, reports the results of research on a large regional insurance provider that instituted a program in which some agents are first notified by the company about pending price increases and decreases, enabling the agent to personally phone the customer with the news. Results show a significant, positive relationship between the percent of customers being contacted about price changes and the level of satisfaction with the agent. The goal of this work is to provide today’s business leaders with some pragmatic insights for advancing customer relationships within their own organizations (December 2011).  READ MORE>>

Third Annual Think Tank - New Age of People Centered Leadership, An Executive Briefing

Built around recent research about the newly-emerging concepts of “Employee Enrichment” and “Human Value Connection,” the 2010 Forum Think Tank (September 15, 2010) engaged a cross-section of business leaders and experts from the Forum for People Performance Management and Measurement at Northwestern University in a robust day long discussion of the increasing bottom line value of relationships in business. The discussions were based in part on research that shows employees who have strong relationships with their companies and customers often double performance results (December 2010). READ MORE>>

Value and ROI in Employee Recognition: Linking Recognition to Improved Job Performance and Increased Business Value, The

This document is an executive summary from the 40 page study, The Value and ROI in Employee Recognition: Linking Recognition to Improved Job Performance and Increased Business Value (October 2009). READ MORE>>

What Drives the Quality of Customer Experiences in Service Marketing? Employees or Corporate Brands?

This report, based on the study, The Employee or the Company: The Relative Importance of People Versus the Company Brand on the Customer Experience, examines how a customer's business relationship with a company as a whole may be influenced by personal contact with an employee (October 2010). READ MORE>>

Workforce Model Every Organization Should Use, The

Businesses regularly measure cash flow, revenue, market capitalization, growth and profitability. Now, human capital can be added to the list of regularly measured variables (August 2008). READ MORE>>