Page 139 - Solid Waste Analysis and Minimization a Systems Approach

CUSTOMER AND STAKEHOLDER SATISFACTION MEASUREMENTS 117

■ Staff development
■ Leadership

The results of this type of feedback process provide an understanding of how the
employee perceives the organization along different dimensions. This process helps
the organization (human resources department) understand how the employees perceive
them. This feedback

■ Is essential to facilitating development and organizational change.
■ Allows the organization to focus on needs and leverage its strengths.
■ Informs the organization on which actions will create problems for the employees.
■ Provides management with employee feedback (both positive and negative) on the
internal health of the organization.
■ Measures the impact of current programs, policies and procedures.
■ Can be used to motivate employees and improve job satisfaction.

With both customer and employee surveys, similar information should be collected
over a period of time so that trends can be developed and studied. These trends are a
tool to gauge the opinions and attitudes of these key stakeholders. Figure 7.1 is an
example that demonstrates comparing annual employee satisfaction data, and could be
used as a model.

People I work with cooperate 80
78
Job makes good use of my skills and abilities 73
71
Information to do my job 70
67
Encouraged to come up with better ways 66
65
Job done by my manager 68
64
Opportunity to improve my skills 65
61
Amount of pay 56
52
Involvement in decisions 53
49
Conditions allow me to be productive 52
49
49
Recognition received for good job
45
2003 2002
Boeing making changes to complete 36 39
Job security 29 32

Employee satisfaction index 56 58

0 10 20 30 40 50 60 70 80
Positive response, percentage of respondents

Figure 7.1 Employee satisfaction trends.