Measuring and using employee satisfaction
Measuring and using employee satisfaction
Leonard D., Lieberman M.Admap, May 2006, Vol. 41 No. 472, Start page: 41, No. of pages: 3
Purpose – To show how employee satisfaction measures can be translated into operational goals. Design/methodology/approach –Presents a case study that demonstrates how key driver analysis measures employee attitudes and gauges key factors in order to keep employees happy and productive. Findings – Regression analysis can be run by filtered groups to analyse more fully intent-to-stay priorities and run by key groups to produce more precise, actionable results. From tracking unit sales, guest satisfaction and employee retention over 12 months discovers that management teams that drove their employee ratings consistently higher also outperformed the company results on customer satisfaction and sales results, improved their employee retention and beat the company results. Contends that unit managers in multi-unit companies hold the keys to keeping the right talent but they are measured by financial performance even though sales results are frequently affected by external variables. Originality/value – Asserts that combining the reduced technology costs of Palm Pilots with the power of regression analyses identifies what is important to improving performance and provides a measurable basis for each unit to target the specific areas that need to improve.ISSN: 0001-8295Reference: 35AN638
Keywords: Human resource management, Job satisfaction, Retailing
