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 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 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