The CPG company engaged with Towers Perrin-ISR, an international employee research and consulting firm, to conduct an employee opinion survey, analyze the results to assess how well the current organizational culture supported a quality-focused strategy, and then identify how the company might alter its culture to better support quality.
The survey analysis indicated that the company was moving further away from a culture that would support and sustain a real focus on quality and that the employees were less favorable with regard to support for change and new ideas, training and development of people, focusing on continuous improvement, and taking a long-term view in the planning of the companyís future.
The TP-ISR analysis also revealed that this companyís employees wanted opportunities for growth and development, adequate training, and sufficient authority to do their job well. They also wanted to see the actions of leaders, managers, and the teams around them demonstrating a commitment to customer service.
The results of these analyses indicate many areas for improvement were needed to build a culture to support the companyís key strategy of quality with two key cultural issues to focus on: career development and training, and empowerment and teamwork.
With this guidance, the company is now conducting a formal process of culture change that focuses on the critical priorities mentioned. Now equipped with this cultural vision and empirical support for it, this company has started change initiatives and is working with TP-ISR to monitor progress towards the creation of its new quality-focused culture.
Building a quality-focused culture
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