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The Motto Survey

The Motto Survey. Ideally. Staff share your passion for the value you add Build the right capacity to reach your goals Staff share your accountability for your brand. Currently. Staff are disconnected Staff don’t take responsibility Staff do only the minimum required

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The Motto Survey

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  1. The Motto Survey

  2. Ideally... • Staff share your passion for the value you add • Build the right capacity to reach your goals • Staff share your accountability for your brand

  3. Currently... • Staff are disconnected • Staff don’t take responsibility • Staff do only the minimum required • Staff turnover is too high

  4. As a result... • Poor Performance • Service levels are low • Need to micro-manage • Wasting budget on recruiting and training

  5. What is the solution? • Design and implement an intervention strategy • Step 1: Take the company pulse: Motto Survey • Organisational culture and climate • Collection of values: behaviours • Based on perceptions • We measure perceptions to • understand behaviour • Step 2: Change/align perceptions

  6. Benefits? • Change the perceptions: Behaviour will change • Performance will improve • Loyalty will increase • Service will improve • Profitability will go up

  7. Why the Motto model?Support from Sears research:

  8. Measured Motto Intervention Results • Our Motto Model based Process results in a 20% - 50% improvement in staff perceptions • Positive Perceptions lead to Positive Actions • Positive Actions lead to organisational growth • Source: Otto, 2008

  9. Practical implications • Cost: • R120/employee for online survey • R12 000 per report • Time required: • 15-30 Mins/employee • Turnaround: • 1 week for completion • 2/3 weeks for report writing • 2 hour feedback session per report • Process • 5 steps

  10. Next Step • Meeting with the Process champion: Organogram, staff list, departments & levels • Communication to staff: usernames & pass words or hand-out of questionnaires • Completion of questionnaires • Data capturing, analysis and report writing • Feedback session

  11. Summary: Motto Model Process 1st Step: Determine the current situation 2nd Step: Create a unique Internal Marketing Strategy 3rd Step: Implement Internal Marketing Strategy

  12. 1st Step of Process Taking the company pulse • Anonymous online or manual survey • 80 items measured: Motto Model • Employees respond on a scale of 1 to 4 • regarding their current perception • All the listed items are measured and analysed • A comprehensive report gives guidance to the • creation of the internal marketing strategy of • each cluster/department

  13. Motto Model: What do we measure? Price Product Place Internal Market Promotion People Processes • Internal Product: • Management tools e.g. vision, mission, goals, strategies • Internal culture, climate and values • Leadership style • Training – initial, availability, in-service etc • HR services and support • Salaries and remuneration • Internal Price: • Work pressure and stress • Time and family sacrifices • Commitment and risk taking • Coping with change • Innovation, creativity and intrapreneurship • Taking responsibility • Participation and empowerment • General feeling of worth/value • Level of employees appreciation • Internal Promotion: • Various forms of internal communication: • Face-to-face communication • Internal advertising • Internal personal selling • Internal publicity • Internal promotions: workshops • Internal sales: • Orders & feedback • Effectiveness of internal communications (skills) • Internal Distribution (Place): • How? • Structural changes • “Delivery channels” • Evaluation of top and middle leadership/management • Internal climate and layout • Internal Processes: • Effectiveness of internal processes: • Flow of information within systems • Internal systems: rules management • Attitude towards the processes • Staff participation: essential to internal marketing • Conflict management: • Change management: • Innovation and creativity: • Supportive structures to encourage creativity • Individual attitudes towards innovation • Innovation and advancement of technology • Internal Service (People): • Internal service culture: • Time of delivery • Individual attitudes • Staff’s general perception • Quality management: • Quality of HR services • Quality of colleagues’ contributions • Continuous improvement culture • Requirements, relationships and attitudes

  14. 2nd and 3rd Step of Process Design and Implementation of the OD/HR/Intervention (Internal Marketing) Strategy • In the form of: • Informative workshops • Employees participation groups/forums/quality circles • Structured training and problem-solving sessions • Strategic and structural changes • Management/Employees coaching sessions

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