Why survey?

Measure it and it will improve!

Auditing the impact of organizational practices, management practices, and individual performance is critical to the management of human resources. Effective management of the human capital is essential if the goals and objectives of the organization are to be achieved. This management begins with measurement. In our system, managers and supervisors are held accountable for obtaining these measures for their work units and implementing the changes suggested by survey results.

All organizations have three resources to allocate effectively: human, financial and informational. Measurement is as important for managing human assets as it is for managing financial and informational assets. . . perhaps more so. Human assets include employees, suppliers, customers. Satisfaction levels of each need to be measured to performance expectations if the leadership of the organization wants to sustain growth.


Employee Opinion
Employee Opinion Surveys measure the employee perceptions of managerial and organizational practices. Installing a customized opinion survey process in your organization will increase productivity and job satisfaction.

The system begins with the process of identifying the categories of behaviors you want measured in your organization. Items to provide the measurement for each category are then developed as well as the demographics. When completed, the structuring process begins...survey is formatted and the reporting structure established. You are now ready to select the information gathering technique(s)... see Data Gathering.

Processing the survey and preparing the reports takes approximately ten days. When this is complete, you are ready to being your feedback sessions and action planning which beings with a management briefing that models the feedback session that will be conducted by each work unit manager. The session includes sharing survey results, validating and clarifying information , and discussing action steps.

The final process is the development of a Plan for Change that can be implemented in a prescribed time frame. Implementation of these plans leads to a re-survey on a regular cycle of one, two or three years (depending on survey results).

360 Feedback
Work environments of today are dynamic. The pace of work is faster. More is required. The scope of jobs has broadened. Leadership is required in all jobs. More than ever it is important to know how effective your influence is. A 360 Feedback Survey is a "report card" on how effectively you influence others. It is a report compiled exclusively for you. The information in the report comes from respondents you designate. These respondents include self, immediate supervisor, peers, subordinates or designated target groups. All responses are done anonymously to insure confidentiality. One report is prepared and sent to you for analysis and implementation. A guide for managing the feedback is part of the report. This survey supports your continuous learning. It helps you better manage relationships, increases your effectiveness and increases job satisfaction and leads to career advancement.

Employee Retention
Solving your turnover problems is now possible through automated statistical reporting that answers the question " why are people leaving?" with a new level of accuracy. ERS willl gather statistical data about the effectiveness of management and company practices. Use of survey results enables managers to apply resources to specific changes that will address turnover issues. Ideally, the survey items in your retentions survey are the core of your opinion survey. This will enable you to analyze trends and make changes prior to your next opinion survey. In this way, you are able to positively affect opinion survey results.

Team Effectiveness
Feedback to team sponsors, leaders and members is essential if a team is to be kept "healthy" as it sets about achieving its task. Examining how tasks and relationships are managed using customized surveys that involve sponsor, self, other team members and the customers of the team, provides the team with information that can be used to develop the group into an effective team. These surveys are designed to be managed by the teams themselves.

Leadership Effectiveness
To lead is to have followers. A person has followers only when he/she has clearly articulated a vision with which others can align. A leader needs to know how effectively he/she is applying the skills and knowledge associated with leadership. Customized leadership surveys using a 360 information gathering technique can easily be created for your organization. Or, GLRC has created two surveys, "Adaptive Leadership" and "Management Practices", that have been used by hundreds of clients that may be "right" for your company. Leaders need to model the change management process. This process begins with measurement. What better way to model the process than to measure one's own performance!

Customer Satisfaction (Internal & External)
A Customer Satisfaction survey is a way of asking questions you would put to customers if you had a chance to sit down and talk with them. You would learn what customers liked about your products and services and what they didn't like. The best way to ensure high quality service is to ask your customers what they want and then deliver it. Customer service surveys help companies to:

  • Retain Customers
  • Evaluate the effectiveness of customer service and sales representatives
  • Reduce customer dissatisfaction
  • Keep Customers satisfied

Interpersonal Effectiveness
A multi-rater survey is used to gather feedback from co-workers who are important to a person’s success on-the-job. The feedback is presented in a Profile format which shows graphically, and relates in narrative form, information about a person’s interpersonal style. The Interpersonal Profile has been thoroughly researched and validated – and since feedback comes from several sources, including a self-rating, it is possible to answer the question: "Do I see myself as others see me?", with a high degree of accuracy. Based upon an individual profile, a person is able to determine how his or her own style impacts others, and to practice skills aimed at better managing relationships among work group members.


Great Lake Resource Center - Thomas d. Finley & Mary M. Halloran - glrc@glrcinc.com
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