EMPLOYEES’ SATISFACTION SURVEY

1. EMPLOYEES’ SATISFACTION SURVEY SOLUTIONS FOR ORGANISATIONAL EXCELLENCE 2003

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

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

4. Satisfaction determinants Employee satisfaction Feel informed Cleargoals Pride Workplace Clear interactions Recog-nition Authority Dedication Competence Feeling of belongingto organisation Pleasureto work Confidence in management CIMP Bucharest - Employees’ satisfaction survey

5. 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 Determinants categories CIMP Bucharest - Employees’ satisfaction survey

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. 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. Activities • 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. 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. 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