During a major transformation in a huge organization that I worked for, we decided that aligning our focus around a few core principles was critical to a successful transformation. It led to the establishment of a simple value system that placed equal value on Employee Satisfaction, Customer Satisfaction and Business Results.
Simply put, if employees are not satisfied (we’ll discuss what that means in the next paragraph) then they will not perform well and thus the organization will not deliver on its’ mission. If customers are not satisfied they will find other means of getting whatever it is that the organization is offering. and if the organization does not deliver the business results, then the organization will never thrive and potentially be out of business.
Employee satisfaction does not mean you pursue happiness for employees. Research shows that employees are satisfied when they believe they have the tools, information and processes they need in order to do their job effectively. It also involves trust in the organization’s leadership and direction.
Customer satisfaction is determined largely by the organizations view of the services they offer and ways to measure if they are helpful to customers as they try to use those services.
Business results are evaluated by definitive, relevant and accurate measures or performance. Those measures are determined internally or provided by external stakeholders.
The essential element to use this model is metrics. Have you identified, documented and communicated the right things that will be measured?
