How ADP Uses 20/20® Insight GOLD for Internal
Automatic Data Processing, Inc.
(ADP) is one of the largest providers of a broad
range of mission-critical, cost-effective transaction
processing and information-based business solutions.
Since purchasing 20/20® Insight GOLD in 2000,
ADP has assessed more than 15,000 individuals.
The software is used on an almost
daily basis for the Ohio Valley Region of ADP's
Major Accounts Division, which covers Cleveland,
Columbus, Cincinnati, and Indianapolis. The 20/20®
Insight GOLD administrator sets up projects for
a variety of applications, including: 360-degree
feedback, internal and external customer feedback,
and training evaluation.
Because 20/20® Insight GOLD
is so flexible, they can set up a department to
receive feedback, not just individuals. As a result,
ADP has had excellent success using the program
for annual internal quality surveys requested by
the region Management Team. In this application,
other departments provide feedback to a specific
department whose services they receive. Since they
all need to work together for the benefit of the
client, it's important for each department to learn
about its strengths and areas for improvement from
its internal customers.
First, the manager of a given department
identifies the departments that will give feedback,
along with the specific individuals who will complete
the questionnaires. The manager provides the administrator
with the information needed to create the survey.
The number of questions is kept to a minimum, typically
no more than 10 scaled items, plus one open-ended
question for general comments. Respondent relationships
are the names of each department giving feedback,
such as Client Services, Implementation, Finance
and Sales. That way, the data in the reports can
be broken out according to different customer groups.
Once all responses have been collected,
the administrator prepares a PDF file of the report
and sends it to the department managers, who then
discuss the results with their up line manager.
Afterwards, managers share the report with their
peers in their department. Together they identify
problem areas to be targeted and create an action
plan for improvement.
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20/20® Insight GOLD’S
Advanced Report function lets the administrator
create a summary report for senior staff combining
data from all departments. And the flexibility of
the reporting component makes it easy to give each
senior manager exactly the display of data he/she
wants. Since they're already familiar with the report
formats from other applications, such as 360-degree
feedback, they know what to ask for in these summary
Because ADP has now conducted these
surveys over multiple years, they're also able to
compare the current year to the previous year to
check progress towards completion of goals and evaluate
the effectiveness of their action items. These internal
quality surveys have significantly improved the
level of service that ADP's departments provide
to each other.
Case Study #2
How 360 Feedback Helped One Manager Get Results
John* was a newly promoted manager
with a major utility company. With his new position,
he inherited a team of 13 supervisors. Most were
long-term employees, and John was much younger than
most of his direct reports. Many of the supervisors
thought they deserved the promotion and resented
He soon discovered that the performance
of his supervisors was below par. He spent a lot
of time working on relationships with each of them,
clarifying service standards and trying to build
a cohesive team.
Despite his best efforts, John
encountered resistance; and performance did not
improve. He knew that the supervisors were unhappy,
but he couldn't get them to talk about their dissatisfaction.
When he learned about 20/20® Insight GOLD, he
decided to use it to ask for feedback about his
leadership practices. He hoped that the information
gained would provide a basis for dialogue and team
Working with a consultant, John
selected the behaviors critical to his leadership.
The consultant then met with the team and explained
how the feedback would be collected. She assured
everyone that their responses would be anonymous.
After the feedback was collected,
the consultant met with John to help him to interpret
the data and establish his priorities for action.
She also coached him on how to respond to the feedback.
Over the next few weeks, John met with his direct
reports individually and as a group. He asked them
to clarify certain aspects of the feedback. He also
explained which priority areas he planned to work
on first and why he did not plan to alter some behaviors.
He saw an immediate change in his
team. Resistance decreased, productivity increased
and a customer service orientation began to take
hold. Over time, he was able to rebuild his team
of supervisors. They pulled together to become the
only team to meet or exceed all established performance
goals for the next quarter. They continued to perform
well, and within the year John received a substantial
promotion. He attributed much of his success to
the feedback process and the open dialogue it produced.
Based on this experience, his division obtained
the 20/20® Insight GOLD system for general in-house
*The name of the manager has been
changed to protect confidentiality
Case Study #3
Making 360 Part of Hershey Foods' Culture for Leadership
Hershey Foods Corporation is a
confectionery and grocery products company. With
headquarters in Hershey, Pennsylvania, it has about
12,000 employees with plants throughout North America,
including Canada and Mexico.
Executives at Hershey wanted a
360-degree feedback system that was easy to customize
for a variety of groups across the organization.
They wanted key functional areas and plants to manage
their own programs, so they needed software that
was easy to install and use. They foresaw that,
over time, multi-source feedback would be used many
times by a lot of people. Therefore, the software
had to be affordable. 20/20® Insight GOLD’S
quantity discount pricing made this possible.
The goal at Hershey is to make
multi-source feedback a permanent part of the corporate
culture. The HR staff consulted with experts familiar
with 20/20® Insight GOLD and the 360 process
to ensure that their strategy was developed thoughtfully
and that their first programs were successful. Their
approach was to introduce multi-source feedback
gradually, gaining acceptance along the way. Senior
Hershey Foods executives were assessed first, enabling
them to refine the core items, spark interest and
One of the first groups to be assessed
included more than 120 sales managers. Internal
leadership consultant Jim Czupil explained to subjects:
"You have an opportunity to grow professionally
with this information. How you handle the feedback
and the methods you use to share it with your team
and your manager will have a significant impact
on the benefit you receive from the process. Take
time to reflect on the feedback and look for trends
that outline current strengths and opportunities
to further develop your leadership style."
He coached participants to share the feedback with
their team and set development goals with their
According to Czupil, 20/20®
Insight GOLD has promoted a more profound awareness
of leadership developmental needs. Analyzing aggregate
360 feedback data has helped define leadership competencies
for present and future leaders, and it has helped
the organization determine exactly the kind of leadership
development programs needed by different divisions.
Feedback from participants has been positive, and
requests for additional programs continue to rise.