Hostinger has been acknowledged as one in every of Europe’s fastest-growing corporations for 5 years in a row. In 2023, our income grew by 57% regardless of a 17% lower in headcount. One of many main elements behind this exceptional result’s our efforts to nurture a high-performance tradition.
Over time, we tried numerous instruments to help our HR technique. As we didn’t discover a good match for our wants, we’ve created our personal answer – the Peak Efficiency Pulse (PPP) ecosystem.
On this weblog submit, we’ll share our method to constructing, enhancing, and implementing this technique that fuels our progress.
Creating the perfect office
There are numerous research about transformational management and job efficiency, the position of occupational self-efficacy on work efficiency, and the event of a way of competence.
Along with them, we imagine that true progress comes from self-motivation and a tradition of self-growth. Staff must have the liberty and accountability to make progress and obtain higher outcomes with out anybody forcing them to.
Despite the fact that our ideas have already supported this method, we didn’t have the instruments to combine it into our operations.
That’s why Justas Kupčinskas, Lead Individuals Improvement, began constructing a system that empowers every worker to be accountable for his or her efficiency. That’s how the Peak Efficiency Pulse (PPP) ecosystem was born.
“With PPP, we’re ensuring that every one the staff get the perfect of our tradition and that Hostinger is the perfect place to work for the self-aware, self-disciplined, self-improving, and impressive.
The PPP system is all about enabling individuals to develop with the help and fixed suggestions from managers and friends. It’s about mobilizing studying and progress. Certain, everybody has their ups and downs, and their efficiency varies. That’s why it’s essential to trace it, to really feel its pulse in order that we be sure that we keep on the upward trajectory, amplify and acknowledge the peaks, and diminish the downs,” – explains Justas Kupčinskas.
It took 4 months to develop this in-house system. Throughout that point, the Individuals crew spoke with our workers, consulted with consultants from organizations like Google, Netflix, and Amazon, and studied a wealth of educational literature and articles on different corporations’ practices.
Nevertheless, creating PPP is a steady course of – the crew continuously collects suggestions and implements it to make sure the system’s effectivity.
“We all know that the excessive expertise density determines the success of our firm. It could be a disgrace to not attempt to attain its full potential. We wish to allow workers to obtain suggestions on their efficiency recurrently and have an open relationship with their supervisor, making certain steady progress and studying,” – explains Justas Kupčinskas.
Making suggestions inevitable
Daugirdas Jankus, CEO at Hostinger, who was additionally closely concerned in creating the system, says that PPP is a good system for constantly producing high quality suggestions.
“Suggestions is essential for understanding ourselves higher and figuring out the place we’re going. Then again, it’s truthfully fairly troublesome to have devoted time for suggestions classes as a result of we’re at all times busy with our day-to-day duties.
The Peak Efficiency Pulse ecosystem makes us block a while to replicate on ourselves and the individuals round us, making giving suggestions inevitable. I believe it would assist every of us to develop personally and professionally. Consequently, our firm will obtain higher success,” – believes Daugirdas Jankus.
Be taught extra by listening to the podcast with Sofija Čelutkienė, Chief Individuals Officer at Hostinger, and Daugirdas Jankus, discussing Peak Efficiency Pulse.
How we implement Peak Efficiency Pulse
Within the Peak Efficiency Pulse ecosystem, insights and suggestions individuals obtain about their efficiency are primarily devoted to studying and growth, not analysis.
As PPP is a software for progress, individuals may be extra open and clear. This helps to cut back biases and supply a transparent understanding of how everybody is definitely doing.
Peak Efficiency Pulse is a set of seven primary instruments that assist proficient people carry out at their best possible:
- Self-reflection
- One-on-one conferences
- Suggestions Dot
- Supervisor’s 360-degree suggestions
- Workforce effectiveness
- Efficiency Pulse
- Calibration classes
To provide you a greater concept, let’s go over the principle PPP instruments for evaluating an worker’s efficiency:
Self-reflection
Efficiency consciousness begins with trying again at your self, and the self-reflection software is designed precisely for that.
In the beginning of every quarter, our workers conduct a complete self-review of their efficiency within the earlier quarter. This offers everybody a fantastic alternative to replicate on their habits, consider previous outcomes, and discover methods to enhance.
Ache + Reflection = Progress
Ray Dalio
From the managers’ perspective, the information gained from self-reflection provides extra transparency relating to their direct stories’ efficiency, making it simpler to determine information gaps or unclear expectations. It additionally gives significant materials for dialogue, focusing not solely on achievements but in addition on setbacks, errors, and failures.
For self-reflection, we use an HR administration system known as HiBob. Each worker has to entry their HiBob account and reply a listing of self-reflection questions, which assist replicate their impression on crew outcomes and contributions to OKR planning, buyer success, and extra. Furthermore, these questions are designed to speak expectations from the corporate.
Self-reflection questions we use at Hostinger:
- How did I contribute to the current crew and company-level OKR planning?
- How did I personally contribute to crew OKR outcomes final quarter?
- What different impactful work did I do apart from OKRs?
- What challenges did I face over the past quarter?
- What did I personally do to enhance Hostinger prospects’ expertise? Give at the least a few examples.
- What growth suggestions did I obtain final quarter? Give at the least a few examples that had been significant for you.
- What suggestions did I give to my supervisor and colleagues? Give at the least a few examples.
- What two Hostinger ideas had been my strengths final quarter?
- What are the 2 Hostinger ideas that I can enhance?
Nearly instantly after its launch in January 2024, the self-reflection software helped us determine areas that lacked clear communication. For instance, some individuals had been not sure how they might enhance buyer expertise with out speaking straight with purchasers.
This was a fantastic alternative for managers to remind their direct stories that everybody can and may contribute to our purchasers’ success, no matter their place within the firm. They’ll, for instance, take part in Buyer interviews, Meet the Shopper occasions, and Buyer Success crew shadowing classes or check Hostinger companies and supply suggestions for refinement.
One-on-ones with the supervisor
One-on-one conferences present a platform for significant conversations between direct stories and managers. These classes empower each worker to take an energetic position of their growth whereas additionally permitting managers to acknowledge excessive efficiency and provides constructive suggestions.
We maintain one-on-one conferences each one to 2 weeks for 60-90 minutes, and the agenda normally covers private care, work-related check-ins, and particular person targets.
Conferences start with the worker’s self-reflection on their efficiency, making certain the supervisor hears their perspective first. Then, the supervisor provides particular and concrete suggestions, specializing in key behaviors and their impression.
To maximise effectiveness, managers decrease distractions and prioritize energetic listening. Every session concludes with clear, actionable plans and follow-up dates to make sure steady enchancment and accountability.
Our current survey reveals that 82% of workers obtained significant suggestions that helped them develop throughout one-on-one conferences, and 74% agreed on particular steps on the way to keep or enhance excessive efficiency.
Suggestions Dot
Suggestions move shouldn’t be restricted solely to manager-report relations – all workers ought to be capable to share suggestions with one another, too. For that, we launched the Suggestions Dot app originally of 2022. We took inspiration from The Dot Collector, one of many instruments Bridgewater Associates makes use of to facilitate its tradition of radical transparency.
The customized software is designed to advertise transparency, communication, and collaboration inside the group whereas additionally affirming our ideas. We encourage workers to present unsolicited suggestions to anybody, even C-level executives. If there’s a particular space they wish to enhance, individuals may also request suggestions from their friends or managers.
To streamline the suggestions move, we built-in the Feeback Dot software straight into Slack. This gives a user-friendly and easy answer for giving and gathering efficiency suggestions.
Staff additionally obtain automated reminders to ship a dot as soon as each two weeks, making certain a constant feedback-giving follow. In the long term, this method may be very efficient in normalizing suggestions, encouraging individuals to supply it continuously and infrequently, and selling a studying tradition.
Furthermore, each suggestions dot is publicly seen inside the firm, giving anybody an opportunity to study from different individuals’s shortcomings and accomplishments.
In 2023, we requested 6,001 dots and gave 17,613 dots: 25% developmental and 75% devoted to praising our colleagues.
Supervisor’s 360-degree suggestions software
Supervisor’s 360-degree Suggestions Device permits workers with managerial roles to obtain efficiency suggestions from a number of views, together with their crew leaders, friends, direct stories, and different stakeholders.
The main objective of this evaluation is to get an in depth holistic view of managers’ competencies based mostly on Google undertaking Oxygen and Hostinger’s Rules. With this suggestions, we will extra simply determine areas the place managers excel and areas to enhance.
Impressed by Google Undertaking Oxygen, we outline an excellent supervisor as a pacesetter who:
- Is an effective coach;
- Empowers their crew with out micromanaging;
- Creates an inclusive crew setting, exhibiting concern for fulfillment and well-being;
- Is productive and results-oriented;
- Is an effective communicator;
- Helps profession growth and discusses efficiency recurrently;
- Has a transparent imaginative and prescient and technique for the crew;
- Has key technical expertise to assist advise the crew;
- Collaborates successfully throughout Hostinger;
- Is a powerful decision-maker.
Each quarter, a particular variety of managers participate within the Supervisor’s 360-Diploma Suggestions initiative. Right here, every participant should ship evaluation surveys through HiBob to their direct stories, crew leaders, and friends.
The survey makes use of a five-point Likert scale to measure members’ opinions towards the supervisor’s behaviors and efficiency. There are additionally a number of open-ended questions, enabling members to elaborate on their solutions.
Following the evaluation, every supervisor will focus on the general outcomes with their crew chief, and Individuals companion to maximise their strengths much more and discover methods to enhance.
If additional growth is deemed mandatory, managers can participate in our inside Managers Academy, have exterior teaching classes, take part in a case research evaluation, and have alternatives to attend worldwide coaching and conferences.
Workforce Effectiveness Device
The Workforce Effectiveness Evaluation Device goals to evaluate a crew’s efficiency based mostly on crew traits outlined in Google Undertaking Aristotle, the 5 dysfunctions of the crew, and the Hackman crew effectiveness mannequin.
First, we acquire suggestions from crew members on numerous features of crew effectiveness, equivalent to psychological security, accountability, construction, and supervisor help. This complete questionnaire gives insights into which areas crew members excel at and may proceed doing, in addition to what points forestall the crew from reaching its peak efficiency.
After compiling these insights, we manage the Workforce Effectiveness Workshop, the place the crew identifies issues, finds options, and brainstorms actionable steps and initiatives to deal with every ache level successfully.
Merely put, the Workforce Effectiveness Device gives an in depth, actionable, and holistic evaluation of crew efficiency. It facilitates efficient problem-solving, promotes a tradition of psychological security and steady enchancment, and aligns crew approaches with the perfect firm practices.
Evaluating efficiency
Whereas PPP principally offers with rising self-awareness and giving and receiving suggestions, the efficiency analysis element isn’t any much less essential.
Such a element is essential to recognizing workers who embody our tradition on the highest customary – tradition peak performers, as we name them – and sharing these wonderful examples with the remainder of the corporate. We additionally must determine workers whose efficiency wants enchancment.
Efficiency Pulse
The Efficiency Pulse analysis systematically assesses, measures, and analyzes a person’s efficiency towards the corporate’s expectations. It helps managers assess an worker’s profession growth, compensation, and promotion prospects.
The recipe is easy – the supervisor simply has to reply a couple of questions.
- Given what you already know of this individual’s efficiency and achievements within the final quarter, you take into account this worker as:
- Tradition peak – delivers outcomes and demonstrates excellent habits relating to one or a number of Hostinger ideas.
- Dependable performer – meets or barely exceeds high-performance expectations.
- Low performer – struggles to ship outcomes or work by Hostinger ideas.
- If this individual informed me they had been leaving for the same job at a competitor, would I battle exhausting to maintain them?
The second query is also referred to as the Keeper check. It’s a Netflix-inspired check that gives highly effective insights relating to managers’ analysis of their direct stories. At Hostinger, we use the Keeper check to make sure that each supervisor understands and values the impression of their direct stories and communicates it recurrently to them.
Extra importantly, the Keeper check aligns completely with our Rent & Develop the Greatest precept. The supervisor is liable for holding solely extremely efficient individuals, creating them, and serving to to scale inside the group.
If somebody fails the Keeper check, it doesn’t essentially imply that they need to be laid off. As a substitute, it signifies {that a} constructive dialog between the supervisor and the direct report should occur as quickly as doable.
The supervisor can also be inspired to conduct a Reverse Keeper check by asking their direct stories throughout one-on-ones: “How exhausting would you battle to maintain me as your supervisor?”
This dialogue gives a fantastic alternative for managers to obtain candid suggestions about their administration fashion and whether or not crew members see them as efficient leaders. Moreover, to advertise transparency and foster managers to have these significant conversations, the Efficiency Pulse evaluations turn into seen to every worker by the tip of every quarter.
Calibration classes
Calibration classes assist be sure that each choice managers make relies on information, not private preferences.
Throughout these classes, a number of managers from the identical crew or division focus on their direct stories’ efficiency analysis information to align expectations. Every supervisor briefly explains the explanations behind their evaluations and stays open to suggestions from different managers.
This extra perspective helps managers higher perceive their direct stories’ efficiency and habits impression, resulting in fairer and extra goal evaluations. Typically, crew leaders even determine to vary their preliminary assessments based mostly on different managers’ enter.
As an instance, after the current Calibration classes, 25% of evaluations had been adjusted, and the common rating relating to the meaningfulness of the classes was 4.75 out of 5. From these numbers, we will see simply how efficient alignment conferences are in relation to enhancing equity and objectivity in evaluations.
For extra details about Calibration classes, take heed to the podcast with Sofija and Kristina Strimaitė, our Chief Advertising Officer.
Outcomes and impression
Launched in the beginning of 2024, Peak Efficiency Pulse has already proved helpful. In every iteration, we reached 99% worker engagement in writing self-reflections, with 77% of members expressing their satisfaction with the initiative.
An organization-wide survey additionally revealed that 83% of managers had been in a position to have significant conversations with their crew members after studying the self-reflection assessments, and 73% stated that PPP helped them make higher administration selections.
When requested how PPP has impacted their growth:
- 98% of Hostinger workers say that they now have a greater understanding of what’s anticipated of them at work.
- 92% really feel that they’ve extra alternatives to study and develop.
- 87% imagine that their achievements and outcomes are extra seen and acknowledged.
- 95% say they obtain extra significant suggestions from their supervisor.
These outcomes present that the majority of our workers see the worth and which means of the Peak Efficiency Pulse instruments of their work.
Moreover, we use the PPP system to form our Individuals crew technique. For instance, based mostly on the current self-reflection information, we recognized a number of studying areas that our group wants to enhance:
- Time administration and prioritization – managing OKR and non-OKR initiatives or duties, dealing with urgency, and managing time and assets successfully.
- Efficient communication – energetic listening, following up, verbal and written communication.
- Stress administration – dealing with stress at work and caring for private well-being.
- Adaptive execution – being resilient to challenges, managing setbacks, and reaching anticipated outcomes.
- Studying agility – studying rapidly and utilizing information immediately.
- Cross-team collaboration – cooperating throughout a number of groups and departments, in addition to managing expectations and communication.
This gives path for our L&D crew relating to coaching and high-impact themes for Individuals companions to debate with managers.
PPP has additionally already obtained recognition exterior the corporate – we received the award for the perfect HR follow in Lithuania on the Motivated at Work convention, the place 24 initiatives competed. The launch marketing campaign of the system was additionally shortlisted for the European Digital Communication Awards in two classes: inside communications and HR communications & company tradition.
All in all, PPP helps unlock our true potential and empowers us to develop even additional – one thing that everybody who joins Hostinger seeks.
A part of Hostinger’s Communications Workforce, Kotryna is liable for constructing and sustaining relationships with media retailers and making certain that the group’s achievements and initiatives obtain public recognition. In her free time, Kotryna likes to discover new locations and take pictures.
