1. 2003 SOLUTIONS FOR ORGANISATIONAL EXCELLENCE

2. solutions for organisational excellence 2 Internal Service Quality Source: “Putting the Service Profit Chain to Work” by Heskett, Thomas, Loveman, Sasser and Schlesinger, Harvard Business Review, Mar-Apr, 1994 THE SERVICE PROFIT CHAIN The Power of our people Satis- faction Employee Customer Loyalty External Service Value Revenue Growth Profita- bility Retention Productivity Satis- faction Employee Employee Employee Employee Employee Employee Employee

3. solutions for organisational excellence 3 Confidence in management Pleasure to work Success foundation is... Feeling of Belonging to organisation Business Success CIMP Bucharest - Employees’ satisfaction survey EMPLOYEES’ SATISFACTION

4. solutions for organisational excellence 4 Feeling of belonging to organisation Pleasure to work Confidence in management Employee satisfaction Satisfaction determinants Feel informed Clear goals Clear interactions Pride Recog- nition Workplace Authority Competence Dedication CIMP Bucharest - Employees’ satisfaction survey

5. solutions for organisational excellence 5 Determinants categories  Communication  Job knowledge  Corporate culture  Workload  Development opportunities  Performance appraisal  Pay and benefits  Physical comfort and safety  Leadership  People orientation  Coworkers  Management attitude  Job security and advancement CIMP Bucharest - Employees’ satisfaction survey

6. solutions for organisational excellence 6 Objectives of the survey  Descriptive figure-out the employees’ satisfaction level at the survey date  Investigative identify the impact of motivational factors on the employees’ satisfaction level investigate correlations between motivational factors  Predictive identify priorities for in-company programs addressing improvement of employees commitment CIMP Bucharest - Employees’ satisfaction survey

7. solutions for organisational excellence 7 Focus on people  Positive message to people (internal customer care) Your feelings about the workplace will guide us in the improvement process Your oppinion about the workplace will help us to gain focus Building together for our customers’ satisfaction  Target population All employees with at least 3 month work experience in company… In all locations… At all organisational levels CIMP Bucharest - Employees’ satisfaction survey

8. solutions for organisational excellence 8Activities Design Questionnaires Survey methodology Pilot survey Agree and publish questionnaires Questionnaires administration and data collecting Statistical processing of data Final report writing Final report presentation CIMP Bucharest - Employees’ satisfaction survey

9. solutions for organisational excellence 9 Survey reports  Not feelings but figures  Multilevel statistical analysis Overall employees’ satisfaction score Satisfaction score by determinants and categories Satisfaction score by particular issues within categories ….all above grouped by locations and organizational level  Detailed demografic analysis Useful tool for identifying target population for improvement actions  Strong points and improvement opportunities  Recommendations for development CIMP Bucharest - Employees’ satisfaction survey

10. solutions for organisational excellence 10 Survey results PUSH TO ACTION  Keep the North” in the change process identify the major impact areas to be addressed by internal processes improvement actions in support to strategy implementation  Define priorities for actions aiming at strenghtening employees’ commitment to customer care  Speed-up change Doing the right thing, at the right moment, in the right place  Measure performance performed yearly CIMP Bucharest - Employees’ satisfaction survey

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