Page 147 - The New Gold Standard

Build a Business Focused on Others
gaged customer base. To that end, Ritz-Carlton leadership set
out to objectively examine and improve engagement in both
these sectors of the business, and they sought Gallup’s input to
assist them.
To assess the engagement of staff, Ritz-Carlton administers
the Gallup Q 12 tool as shown in the sidebar. This instrument,
which has strong empirical validity, asks employees to answer 12
questions to determine whether they fall into the engaged,
nonengaged, or actively disengaged categories. Gallup consult-
ants view these three categories as somewhat equivalent to the
distinction between owners, renters, and squatters. In essence,
engaged employees (the owners) show considerably greater per-
sonal investment in the success and growth of the business when
compared to their lesser-invested counterparts.

Gallup Q 12 : Gallup’s Employee
Engagement Metric
1. I know what is expected of me at work.
2. I have the materials and equipment to do my job right.
3. At work, I have the opportunity to do what I do best
every day.
4. In the last seven days, I have received recognition or praise
for doing good work.
5. My supervisor, or someone at work, seems to care about
me as a person.
6. There is someone at work who encourages my development.
7. At work, my opinions seem to count.
8. The mission/purpose of my company makes me feel my job
is important.
9. My coworkers are committed to doing quality work.
10. I have a best friend at work.
11. In the last six months, someone has talked to me about my
progress.

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