Customer delight

Case studies

PepsiCo global 360-degree feedback tool

PepsiCo, the largest US-based food and beverage company with over 285,000 employees, implemented a 360-degree feedback programme to support the progress of effective leaders, to engender talent and to communicate a commitment to the learning and development process. They chose ETS to help in the design of an integrated feedback system that streamlined the development procedure.

Since the 1980s, the 360-degree feedback model has been central to PepsiCo's developmental strategy. This tool has become an ingrained aspect of the PepsiCo culture, allowing for leaders to get more effective feedback. Erica Desrosiers, Director, Organisation and Management Development at PepsiCo, found that employees were dedicated to the programme:

Our senior leaders clearly see the value of this process, up to and including our CEO. They participate themselves and encourage participation through their own sectors and business units. Having such senior level support for our programme is terrific. As a result, we get response rates consistently above 90%, which really demonstrates our employees' and leaders' commitment, involvement and engagement in the process.

The use of 360-degree feedback generated positive responses from the PepsiCo leaders. Up to 88% of PepsiCo executives reported that using 360s as a developmental tool was better than most previous developmental experiences.

Implementing a global 360 programme gives one view of effective leadership

Since PepsiCo is a global company, the ability to measure employees with the same leadership behaviours is important to communicate a consistent view of good practices. All leaders are measured on the same set of behaviours - across the organisation and locally. ETS designed a system from scratch that was tailored to the unique needs of PepsiCo.

Employees benefit from an integrated system

In order to improve leadership across the global business, PepsiCo runs four programmes simultaneously: the 360 process, the upward feedback process, the employee survey, and a Hogan personality instrument. According to Erica, it's essential for those four processes to work together:

It involves the complex integration across three vendors plus PepsiCo. ETS has done that seamlessly by creating a single portal for all of our employees, our system administrators and our HR representatives to go to one single spot to do everything that they need to do.

Satisfaction with ETS

In working with ETS, PepsiCo appreciated the flexibility that ETS provides. The programme can be updated at any time depending upon feedback from its users. The relationship is more of a partnership, taking into account the voice and vision of each company.

It's been a pleasure to work with ETS. They've been a valuable partner to us for the last several years and they help us to design custom solutions that deliver exactly what we need. They know us and our processes so well that they are able to proactively make suggestions as to ways we might even be able to be more effective.