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Details
- What: BellSouth wanted to increase the employee’s satisfaction dramatically.
- Who: Corporate Staff
- Where: Southeast region
- How Long: 4 months (includes 6 weeks of testing)
- How: Six Sigma approach
- Why: The Company knew that their employees were its most important asset.
Collect Ideas: Ideas were collected from a portion of the front line (30+ ideas) concerning “What could be done that would make you give a rating of 5 (highest rating) to the questions:
- ‘Overall, how satisfied are you with working at ABC Company?’ (5=very satisfied, down to 1=very dissatisfied)
- ‘How likely are you to recommend that a friend work at ABC Company?’ (5=very likely, down to 1=very unlikely)
- ‘How would you rate ABC as a quality Company to work for?’ (5=excellent, 4=very good, 3=good, 2=fair, 1=poor)
(Note: The Company had been very frustrated trying to get the percent 4’s and 5’s for these 3 overall questions to a higher level.)
Sample Survey: Prior to testing, we administered a small employee pre-survey asking the employees to rate the three questions above. (The large employee survey had 35 questions.) A post-survey asking the same three questions was given at the end of the 6 week test.
Ideas Tested/Time Frame: The ideas were reduced to 9 testable ideas. All 9 were tested at the same time for a period of 6 weeks. The supervisors who administered the test agreed that we had made it very easy for them to conduct the test. No additional work or preparation was required by the supervisors. Two of the ideas involved safety issues/ergonomic training.
Some of the ideas tested: Recognition, recognition with a gift from the catalogue, employee development sessions, software training, video of CEO every month talking to employees in an open forum.
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