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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.

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Presentation on theme: "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."— Presentation transcript:

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 dont 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 R per report Time required: 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 1. Meeting with the Process champion: Organogram, staff list, departments & levels 2. Communication to staff: usernames & pass words or hand-out of questionnaires 3. Completion of questionnaires 4. Data capturing, analysis and report writing 5. Feedback session

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

12 1 st 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 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 Service (People): Internal service culture: Time of delivery Individual attitudes Staffs general perception Quality management: Quality of HR services Quality of colleagues contributions Continuous improvement culture Requirements, relationships and attitudes 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 Motto Model: What do we measure? People Processes Internal Market Place Promotion PriceProduct

14 2 nd and 3 rd 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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