Customer Values Assessment Example

Transcription

1 Customer Values Assessment Example Prepared by: Barrett Values Centre

2 Customer Values Assessment Example(479) Personal & Current Culture Alignment Values Matches: or more. People feel connected. Cultural Entropy: 2% 0-0%. Healthy functioning. %-20%. Some problems requiring careful monitoring. -2. People feel somewhat connected. 0. People are not connected. Look to blue values in Desired Culture for guidance, if any. 2%-0%. Significant problems requiring immediate attention. %-40%. Serious situation requiring immediate leadership intervention and changes. Current & Desired Culture Alignment Values Matches: 8 4%+. Critical situation requiring leadership changes to avoid organisational failure. 6 or more. Excellent, strong, healthy culture. 4-5, good. Group is on the right track. 2-, fair. Group is somewhat on the right track. More work needs to be done. 0-, poor. Group is unhappy or frustrated, wants to see changes or take a new direction. Limiting Values: 0. This group does not operate from the basis of fear. -2. May be some element of fear behind how decisions are made or how people are managed. NEW VALUES TO FOCUS ON Any values shown in blue are values that are important to the individuals who work for the group and are requested in the Desired Culture but are not showing in the top values of the Current Culture. How can you support your staff to bring these values and strengths to work so that they and the group would derive further benefit from them? Any Desired Culture values shown in black are entirely new requests. They do not show in the Personal or Current Culture. To what extent are these values positive new requests, or maybe a reaction to something that is not happening or is unhealthy in the Current Culture? What themes do you notice with these new values? Open a dialogue with these people to gain a deeper understanding. +. Fear is a factor in how this group operates or is managed. bureaucracy Summary

3 Level Personal Values (PV) Current Culture Values (CC) Desired Culture Values (DC) IRS (P)=4-6-0 IRS (L)=0-0-0 IROS (P)=-4--0 IROS (L)= IROS (P)=--5-0 IROS (L)= family 226 2(R) competence 288 (I) competence 274 (I) Matches humour/ fun 89 5(I) compassion 95 7(R) quality 84 (O) PV - CC CC - DC 8 PV - DC 4 honesty 88 5(I) helpfulness 64 2(R) professionalism 88 (O) positive attitude 85 5(I) professionalism 72 (O) commitment 66 5(I) accountability 54 4(R) commitment 44 5(I) safety 6 (O) Cultural Entropy: Current Culture 2% caring 5 2(R) adaptability 9 4(I) respect 4 2(R) teamwork 25 4(R) compassion 56 7(R) listening 54 2(R) positive attitude 9 5(I) bureaucracy (L) 24 (O) efficiency 9 (O) compassion 6 7(R) quality 4 (O) positive attitude 7 5(I) respect 6 2(R) listening 2(R) humour/ fun 2 5(O) customer satisfaction 2(O) respect 2 2(R) Black Underline = PV & CC Orange = PV, CC & DC Orange = CC & DC Blue = PV & DC P = Positive L = Potentially Limiting (white circle) I = Individual R = Relationship O = Organisational S = Societal Values Plot

4 Personal Values Current Culture Values Desired Culture Values 7 7 % 7 7 0% C 6 6 6% 6 % 6 % % 5 2% 5 2% T 4 4 6% 4 % 4 0% 9% 0% % 22% S 2 2 % 9% 2 2% 5% 2 0% % 4% 4% 6% 2% 9% 0% 20% 40% 60% 0% 20% 40% 60% 0% 20% 40% 60% CTS = CTS = --56 CTS = Cultural Entropy = 5% Cultural Entropy = 2% Cultural Entropy = % C = Common Good T = Transformation S = Self-Interest Positive Values Potentially Limiting Values Values Distribution

5 Personal Values Current Culture Values Desired Culture Values Common Good 46% % 6% % Transformation 6% 5% Self-Interest % 44% 2% 5% % Cultural Entropy CTS

6 Cultural Entropy Report This table depicts the survey participants total votes for Current Culture potentially limiting values by level. Potentially limiting values reflect the degree of disorder within a system and are found only at levels, 2 and. Please note that among the report diagrams slight variations in total Cultural Entropy percentages may occur as a result of rounding the level/category percentages to the nearest whole number. Level Potentially Limiting Values (Votes) Cultural Entropy % 2 bureaucracy (24) confusion (88) hierarchy (7) information hoarding (70) long hours (6) silo mentality (50) complacency (29) lack of customer focus (84) insensitivity (66) blame (9) internal competition (29) empire building () short-term focus (8) control (74) caution (59) job insecurity (26) exploitation (5) unethical (5) 0% of total votes 5% of total votes 6% of total votes This level of cultural entropy reflects significant issues requiring cultural and structural transformation and leadership coaching. It is important to reduce the level of cultural entropy to improve performance. Total 996 out of % of total votes Cultural Entropy Table

7 Values Jumps A value jump occurs when there are more votes for a value in the Desired Culture than in the Current Culture. Listed below are the values with the largest increase in votes. The values in bold are represented in the Desired Culture. Current Culture Votes Desired Culture Votes Jump safety employee health quality customer service wisdom financial stability continuous improvement ethics 82 5 humour/ fun listening 54 4 employee satisfaction Values Jumps Table

8 Positive Values Distribution This diagram shows the percentage of positive values by level. The table indicates the top Desired Culture values and Values Jumps, at the levels where more focus is requested. 29% 4% 9% 9% 2% % 9% 22% 6% % 2% 2% 6% % % % 0% Level Level 2 Level Level 4 Level 5 Level 6 Level 7 Desired Culture Values safety listening respect competence quality professionalism efficiency commitment positive attitude humour/ fun compassion Values Jumps employee health financial stability employee satisfaction customer service continuous improvement wisdom ethics Personal Values Current Culture Values Desired Culture Values Positive Values Distribution

9 Current Culture Desired Culture Current Culture Values Finance Fitness Finance External Stakeholder Relations Fitness competence professionalism bureaucracy (L) quality competence quality professionalism safety efficiency Evolution Culture Trust/ Engagement Direction/ Communication External Stakeholder Relations customer satisfaction Societal Contribution Supportive Environment Evolution Desired Culture Values Trust/ Engagement commitment teamwork commitment Finance Culture Direction/ Communication positive attitude listening listening positive attitude humour/ fun Fitness External Stakeholder Relations Supportive Environment compassion respect compassion respect Culture Societal Contribution Trust/ Engagement Evolution Direction/ Communication Supportive Environment Societal Contribution Business Needs Scorecard

10 BNS- Values Distribution This diagram shows the percentage of all values across the BNS areas. The table indicates the top Desired Culture values and Values Jumps in the areas where more focus is requested, and all the potentially limiting values. % 2% 2% 24% 8% 6% % % 4% 6% 20% % 5% 2% % 5% 2% 4% % 5% 2% Finance Fitness External Stakeholder Relations Evolution Trust/ Engagement Direction/ Communication Culture Supportive Environment Societal Contribution competence Desired Culture Values quality professionalism safety efficiency commitment listening positive attitude humour/ fun compassion respect Values Jumps financial stability customer satisfaction customer service continuous improvement wisdom ethics employee health Potentially Limiting Values bureaucracy long hours internal competition empire building lack of customer focus short-term focus caution complacency control silo mentality blame confusion hierarchy information hoarding unethical insensitivity job insecurity exploitation Positive Values - Current Culture Cultural Entropy: Current Culture Business Needs Scorecard- Values Distribution Positive Values - Desired Culture