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What Mungo
Dunnett Associates delivered?
Designing,
issuing and collating the questionnaire:
all staff were provided with an anonymous questionnaire, indicating only their
area or department.
This
was tailored to the company’s market and needs, and asked 40 questions
across 8 topic areas: leadership style; working climate; sense of management
direction; client orientation; internal communication; teamwork; awareness of
company vision & strategy; structure
The
results were collated, both at ‘all company’ level and by department,
highlighting specific issues requiring management attention
Recommendations
were made for improvements to management practice, internal communication and
departmental structure
Wider
management information: staff
satisfaction is of limited value unless it is put in the context of other
information sources which should be referred to an a regular basis:
Profitability
evaluation: assessment of the profitability of individual client accounts or
service areas, to identify where
the costs are being generated, and where the main profit is being generated
[the company had already produced this information]
Client
feedback: interviews with clients, existing and recently ‘lost’, and with
key prospects, to identify areas where the company is not performing as
strongly as its competitors, or where its performance has slipped
Focusing
on profitable change:
using the three elements above (staff feedback, client feedback, and analysis of
most profitable clients)
Putting
in places changes to working practices where these are most likely to be
rewarded with additional profitable business
Linking
‘soft’ measures (such as internal or external surveys) with ‘hard’
elements that contribute directly to the bottom line and can be extended into
‘scorecard’ or KPI data
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