The Motto Survey

Ideally...

Staff share your passion for the value you add Build the right capacity to reach your goals Staff share your accountability for your brand

Currently... Staff are disconnected Staff don’t take responsibility Staff do only the minimum required Staff turnover is too high

As a result... Poor Performance Service levels are low Need to micro-manage Wasting budget on recruiting and training

What is the solution?

Design and implement an intervention strategy

Step 1: Take the company pulse: Motto Survey Organisational culture and climate Collection of values: behaviours Based on perceptions

We measure perceptions to understand behaviour

Step 2: Change/align perceptions

Benefits? Change the perceptions: Behaviour will change Performance will improve Loyalty will increase Service will improve Profitability will go up

Why the Motto model?Support from Sears research:

Measured Motto Intervention Results

Our Motto Model based Process results in a 20% - 50% improvement in staff perceptions

Positive Perceptions lead to Positive Actions Positive Actions lead to organisational growth

Source: Otto, 2008

Practical implications

Cost: R120/employee for online survey R12 000 per report

Time required: 15-30 Mins/employee

Turnaround: 1 week for completion2/3 weeks for report writing2 hour feedback session per report

Process 5 steps

Next Step

1. Meeting with the Process champion: Organogram, staff list, departments & levels

2. Communication to staff: usernames & pass words or hand-out of questionnaires

3. Completion of questionnaires4. Data capturing, analysis and report writing5. Feedback session

Summary: Motto Model Process

2nd Step: Create a unique Internal

Marketing Strategy

3rd Step:Implement Internal Marketing Strategy

1st Step: Determine the current situation

1st Step of Process

Taking the company pulse

Anonymous online or manual survey 80 items measured: Motto Model Employees respond on a scale of 1 to 4

regarding their current perception All the listed items are measured and analysed A comprehensive report gives guidance to the

creation of the internal marketing strategy of each cluster/department

Internal Product: Management tools e.g. vision, mission, goals, strategies Internal culture, climate and values Leadership style Training – initial, availability, in-service etc HR services and support Salaries and remuneration

Internal Price: Work pressure and stress Time and family sacrifices Commitment and risk taking Coping with change Innovation, creativity and intrapreneurship Taking responsibility Participation and empowerment General feeling of worth/value Level of employees appreciation

Internal Promotion:Various forms of internal communication:

Face-to-face communication Internal advertising Internal personal selling Internal publicity Internal promotions: workshops

Internal sales: Orders & feedback

Effectiveness of internal communications (skills)

Internal Distribution (Place):How?

Structural changes “Delivery channels” Evaluation of top and middle

leadership/management Internal climate and layout

Internal Service (People): Internal service culture:

Time of delivery Individual attitudes Staff’s general perception

Quality management: Quality of HR services Quality of colleagues’ contributions Continuous improvement culture

Requirements, relationships and attitudes

Internal Processes:Effectiveness of internal processes:

Flow of information within systems Internal systems: rules management Attitude towards the processes

Staff participation: essential to internal marketing Conflict management: Change management: Innovation and creativity:

Supportive structures to encourage creativity Individual attitudes towards innovation Innovation and advancement of technology

Motto Model: What do we measure?

People Processes

Internal Market

Place Promotion

Price Product

2nd and 3rd Step of Process

Design and Implementation of the OD/HR/Intervention (Internal Marketing) Strategy

In the form of:

Informative workshops Employees participation groups/forums/quality circles Structured training and problem-solving sessions Strategic and structural changes Management/Employees coaching sessions