summary report: summer dialog test group to tabulation, responses to negative statements were...

Summary Report:Summer DIALOG Test Group

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DIALOG Results

Executive SummaryThe purpose of this instrument is to provide an organization’s leadership with hard data as to where there are“disconnects” within the organization affecting results. The source of the data is the people within the organization. Thedata provides a tool for identifying specific issues that may need to be addressed in addition to areas of strength whichshould be capitalized on.

Overview and MethodologyThe D.I.AL.O.G. Organization Evaluation Instrument was administered to individuals within Summer DIALOG Test Groupduring the period of 7/24/15 to 9/1/15. The instrument, which is included at the end of this report, consisted of 70statements. The following data is a summary of the responses delineated for the organization by both overall Dialog topicanswers as well as Dialog topic answers per Stratification.

Each individual was requested to check one of the response boxes for each statement.

The response options were:Strongly AgreeSomewhat AgreeNeutral (Neither agree or disagree)Somewhat DisagreeStrongly DisagreeI Don’t Know

The Stratifications were identified as:Test Stratification 1. Responses: 1Test Stratification 2. Responses: 1

Total Number of Response: 2


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About the DIALOG InstrumentEach individual was told that his or her individual responses would be kept confidential and that all data would bereported by group. There was no way of identifying the identitiy of any single respondent.

This instument is divided into categories. These categories are a proven theoretical model developed by the NationalInstitute of Standards and Technology, U.S. Department of Commerce. They are categoried employed in the MalcomBaldridge National Quality Award.

The StatementsThe statements consisted of both positive and negative statements. Example: Positive Statement - Senior managementhas defined a clear direction for our organization. Negative Statement - I have no idea what our goals are from year toyear.

Prior to tabulation, responses to negative statements were converted so that "Disagreement" responses are reportedpositive and "Agreement" responses are reported negative.

False Positive Statements are marked as such.

The responses were tabulated and the data summary is reported as follows:

Strongly Agree and Somewhat Agree reported as PositiveNeutral reported as NeutralStrongly Disagree and Somewhat Disagree reported as NegativeI Don't Know as Don't Know

Refer-A-FriendThe response to "How likely are you to recommend our organization to a Friend?" is as follows:

Loyal Customer reported as Positive(selected score of 9-10)Neutralizer reported as Neutral(selected score of 7-8)Diminisher reported as Negative(selected less than 6)

The Net Promoter ScoreThe Net Promoter Score(NPS) is a tool used to gauge the customer loyalty of an organization and is used to measure theloyalty that exists between the provider and the consumer. This tool was developed by Fred Reichheld, Bain & Companyand Satmetrix.

World Class: score of over 50Above Average: score of 40 - 49Average: score of 30 - 39Below Average: score of less than 30


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DIALOG: Business ResultsIntroduction: The followingstatements address theorganization’s performanceand improvement in keybusiness areas, and howeffectively these results arecommunicated throughoutthe organization.

OverallResponsesPositive: 56%Negative: 22%Neutral: 11%Don't Know: 11%

StatementNumber

Positive Neutral Negative Don'tKnow

Statement

#1 0 1 1 0 When business results fall short, management 'searchesfor the guilty.'

#2 1 0 1 0 I feel as though I have personal responsibility toward thisorganization achieving business results.

#3 1 0 1 0 This organization does not think that it is important tofind better ways to do things.

#4 1 0 1 0 I know, on a timely basis, where we stand versus ourprojected business results.

#5 1 0 0 1 I am proud of the products/services we supply.

#6 1 0 0 1 Our results are communicated to me so that I can makeimmediate corrections as needed.

#7 1 1 0 0 We are constantly searching for ways to reduce the time ittakes to get things done.

#8 2 0 0 0 Our suppliers continuously provide us with materialsand/or services which meet our expectations.

#9 2 0 0 0 I regularly see the data that shows our level of quality andexcellence.


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Test Stratification 1's Responses for Business ResultsPositive: 78%Negative: 22%Neutral: 0%Don't Know: 0%

StatementNumber


Statement

#1 0 0 1 0 When business results fall short, management'searches for the guilty.'


#3 1 0 0 0 We are constantly searching for ways to reduce thetime it takes to get things done.



#6 1 0 0 0 I feel as though I have personal responsibility towardthis organization achieving business results.



#9 1 0 0 0 I regularly see the data that shows our level of qualityand excellence.


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Test Stratification 2's Responses for Business ResultsPositive: 33%Negative: 22%Neutral: 22%Don't Know: 22%

StatementNumber


Statement


#2 0 0 1 0 I feel as though I have personal responsibility towardthis organization achieving business results.



#5 0 1 0 0 We are constantly searching for ways to reduce thetime it takes to get things done.

#6 0 1 0 0 When business results fall short, management'searches for the guilty.'



#9 1 0 0 0 I regularly see the data that shows our level of qualityand excellence.


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DIALOG: Customer And Market FocusIntroduction: The followingstatements address how theorganization determinesrequirements andexpectations of customers.They also address how theorganization strengthensrelationships with customersand determines their level ofsatisfaction.


StatementNumber


Statement

#1 0 0 2 0 When customers complain, we become defensive.

#2 0 0 1 1 When customers complain, they usually get the“run-around.”

#3 1 0 1 0 Our major measure of customer satisfaction is customercomplaints.

#4 1 0 1 0 Customers find that doing business with this organizationis a complicated hassle.

#5 1 0 1 0 We have a good system for tracking customer satisfaction.

#6 1 0 0 1 We keep our commitments to customers.

#7 1 1 0 0 Significant improvements have taken place in thisorganization as a direct result of customer input.

#8 2 0 0 0 People are recognized/rewarded when they contribute toimproved customer satisfaction.

#9 2 0 0 0 I am personally aware of what our customers think aboutour products and/or services.


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Test Stratification 1's Responses for Customer And Market FocusPositive: 56%Negative: 44%Neutral: 0%Don't Know: 0%

StatementNumber


Statement




#4 0 0 1 0 Customers find that doing business with thisorganization is a complicated hassle.

#5 1 0 0 0 We have a good system for tracking customersatisfaction.

#6 1 0 0 0 I am personally aware of what our customers thinkabout our products and/or services.


#8 1 0 0 0 People are recognized/rewarded when they contributeto improved customer satisfaction.



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Test Stratification 2's Responses for Customer And Market FocusPositive: 44%Negative: 22%Neutral: 11%Don't Know: 22%

StatementNumber


Statement

#1 0 0 1 0 We have a good system for tracking customersatisfaction.





#6 1 0 0 0 I am personally aware of what our customers thinkabout our products and/or services.

#7 1 0 0 0 Customers find that doing business with thisorganization is a complicated hassle.

#8 1 0 0 0 People are recognized/rewarded when they contributeto improved customer satisfaction.



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DIALOG: Human Resource FocusIntroduction: The followingstatements address howemployees are encouraged todevelop and utilize their fullpotential. They also addressthe organization’s efforts tobuild and maintain anenvironment conducive toperformance excellence, fullparticipation, and personaland organizational growth.


StatementNumber


Statement

#1 0 0 2 0 My performance review is a negative experience.

#2 0 1 1 0 I feel as though all I have is a job, not a future.

#3 1 0 1 0 My manager or supervisor never asks me to do somethingwithout telling me why.

#4 1 0 1 0 My manager asks for my input to find better ways to do myjob.

#5 1 0 1 0 Recognizing and rewarding individuals for doing a goodjob is not something that is done in this organization.

#6 1 0 0 1 Very seldom do we hear of one department within theorganization pointing the finger of blame at anotherdepartment.

#7 1 1 0 0 Employee morale in this organization is high.

#8 1 1 0 0 I have been provided with training to allow me tocontinually improve my skills and abilities.

#9 1 1 0 0 Our performance evaluation addresses team skills andteam participation.

#10 2 0 0 0 My immediate supervisor is genuinely concerned about mywelfare and well being.

#11 2 0 0 0 I receive a formal review of my performance at least once ayear.


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Test Stratification 1's Responses for Human Resource FocusPositive: 73%Negative: 27%Neutral: 0%Don't Know: 0%

StatementNumber


Statement




#4 1 0 0 0 My manager asks for my input to find better ways to domy job.

#5 1 0 0 0 My immediate supervisor is genuinely concerned aboutmy welfare and well being.


#7 1 0 0 0 I receive a formal review of my performance at leastonce a year.

#8 1 0 0 0 My manager or supervisor never asks me to dosomething without telling me why.





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Test Stratification 2's Responses for Human Resource FocusPositive: 27%Negative: 27%Neutral: 36%Don't Know: 9%

StatementNumber


Statement

#1 0 0 1 0 My manager asks for my input to find better ways to domy job.

#2 0 0 1 0 My manager or supervisor never asks me to dosomething without telling me why.








#10 1 0 0 0 I receive a formal review of my performance at leastonce a year.



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DIALOG: Measurement Analysis And Knowledge ManagementIntroduction: The followingstatements address the useof data and information inthe organization to betterunderstand areas forimprovement and how theorganization is performing.


StatementNumber


Statement

#1 0 0 2 0 I have no idea how our products/services compare to ourcompetition.

#2 0 1 1 0 Decisions affecting me or my department are often madewithout my input.

#3 1 0 1 0 The person to whom I report keeps me in the dark most ofthe time regarding things affecting my job.

#4 1 0 1 0 Every month I am given data that shows how my departmentis contributing to the organization’s results.

#5 1 0 0 1 I feel 'in on things.'

#6 2 0 0 0 I am encouraged to analyze data and makerecommendations which will improve our business.

#7 2 0 0 0 Everyone is kept informed with data to show how well theorganization is performing financially.

#8 2 0 0 0 I meet with the person or department who supplies me withwork, materials, information, etc., and keep them informedof what I need to do my job.

#9 2 0 0 0 When recommendations for improvement are submitted tomanagement, we always get feedback as to what was donewith them.

#10 2 0 0 0 The information that I receive is timely and relevant to whatI need to do my job effectively.


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Test Stratification 1's Responses for Measurement Analysis AndKnowledge ManagementPositive: 70%Negative: 30%Neutral: 0%Don't Know: 0%

StatementNumber


Statement






#6 1 0 0 0 Every month I am given data that shows how mydepartment is contributing to the organization’s results.

#7 1 0 0 0 The information that I receive is timely and relevant towhat I need to do my job effectively.

#8 1 0 0 0 I meet with the person or department who supplies mewith work, materials, information, etc., and keep theminformed of what I need to do my job.


#10 1 0 0 0 When recommendations for improvement are submittedto management, we always get feedback as to what wasdone with them.


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Test Stratification 2's Responses for Measurement Analysis AndKnowledge ManagementPositive: 60%Negative: 20%Neutral: 10%Don't Know: 10%

StatementNumber


Statement












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DIALOG: LeadershipIntroduction: The followingstatements address seniormanagement’s leadershipand involvement in creatingand sustaining values,organizational direction,performance expectations,and a customer focus thatpromotes performanceexcellence.


StatementNumber


Statement

#1 1 0 1 0 Senior management believes that profitability is the mostimportant thing.

#2 1 0 0 1 Senior management directs that our suppliers be treatedhonestly.

#3 1 0 0 1 Senior management directs that our customers be treatedhonestly.

#4 1 1 0 0 Senior management continually asks for our input inidentifying areas for improvement.

#5 2 0 0 0 Our business plan is realistic and focuses on quality andperformance excellence.

#6 2 0 0 0 Senior management is concerned about the impact that ourproducts and waste have upon the environment.

#7 2 0 0 0 All in all, I trust senior management.

#8 2 0 0 0 Senior management believes that everyone in theorganization has the capability to contribute.

#9 2 0 0 0 Senior Management has defined a clear direction for ourorganization.

#10 2 0 0 0 Senior management understands the importance ofemployee morale and motivation in satisfying customerexpectations.


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Test Stratification 1's Responses for LeadershipPositive: 90%Negative: 10%Neutral: 0%Don't Know: 0%

StatementNumber


Statement

#1 0 0 1 0 Senior management believes that profitability is themost important thing.



#4 1 0 0 0 Senior management is concerned about the impact thatour products and waste have upon the environment.


#6 1 0 0 0 Senior management directs that our customers betreated honestly.






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Test Stratification 2's Responses for LeadershipPositive: 70%Negative: 0%Neutral: 10%Don't Know: 20%

StatementNumber


Statement

#1 0 0 0 1 Senior management directs that our customers betreated honestly.







#8 1 0 0 0 Senior management believes that profitability is themost important thing.




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DIALOG: Process ManagementIntroduction: The followingstatements address the keyaspects of processmanagement. They alsoaddress how key processesare designed, managed, andimproved.


StatementNumber


Statement

#1 0 0 2 0 The unwritten philosophy of this organization is, 'If it isn'tbroken, don’t fix it.'

#2 0 0 2 0 I have no idea who receives the output of the work Iproduce.

#3 0 1 1 0 No matter how big a problem may be, our attitude is 'fix itfast and forget it.'

#4 1 0 1 0 Our suppliers are treated as partners and we openlycommunicate our needs to them.

#5 1 0 1 0 All departments work together to get the job done and tokeep the work flowing.

#6 1 0 0 1 No one department is considered more important thananother.

#7 1 0 0 1 There is a broad level of support for continuousimprovement in this organization.

#8 1 1 0 0 When we work on the development of newproducts/services, we include potential customers in theprocess.

#9 1 1 0 0 Employees are encouraged to go out of their way to makesure that external customers are satisfied.

#10 2 0 0 0 I know how satisfied the person or persons who receivethe output of my work is with it.

#11 2 0 0 0 New products/services are carefully planned before theyare introduced.


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Test Stratification 1's Responses for Process ManagementPositive: 73%Negative: 27%Neutral: 0%Don't Know: 0%

StatementNumber


Statement


#2 0 0 1 0 The unwritten philosophy of this organization is, 'If itisn't broken, don’t fix it.'

#3 0 0 1 0 No matter how big a problem may be, our attitude is 'fixit fast and forget it.'

#4 1 0 0 0 All departments work together to get the job done andto keep the work flowing.

#5 1 0 0 0 Employees are encouraged to go out of their way tomake sure that external customers are satisfied.

#6 1 0 0 0 When we work on the development of newproducts/services, we include potential customers inthe process.





#11 1 0 0 0 New products/services are carefully planned beforethey are introduced.


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Test Stratification 2's Responses for Process ManagementPositive: 18%Negative: 36%Neutral: 27%Don't Know: 18%

StatementNumber


Statement

#1 0 0 1 0 The unwritten philosophy of this organization is, 'If itisn't broken, don’t fix it.'


#3 0 0 1 0 All departments work together to get the job done andto keep the work flowing.




#7 0 1 0 0 No matter how big a problem may be, our attitude is 'fixit fast and forget it.'

#8 0 1 0 0 Employees are encouraged to go out of their way tomake sure that external customers are satisfied.

#9 0 1 0 0 When we work on the development of newproducts/services, we include potential customers inthe process.


#11 1 0 0 0 New products/services are carefully planned beforethey are introduced.


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DIALOG: Strategic PlanningIntroduction: The followingstatements address how theorganization sets strategicdirection and how plans areput into action.


StatementNumber


Statement

#1 0 0 2 0 I have no idea what our goals are from year to year.

#2 0 0 1 1 Senior management just wants us to do our jobs and notask any questions.

#3 1 0 1 0 The way our organization is structured, it is tough to getthings done.

#4 1 0 0 1 I have written goals and objectives which support theorganization’s overall objectives.

#5 1 1 0 0 Our strategic plan is also based on customer focused goals,not just growing our organization every year.

#6 2 0 0 0 Our strategic planning process evaluates our competitivestrengths and limitations.

#7 2 0 0 0 I have a clear vision of what our organization will look likeat some point in the future.

#8 2 0 0 0 The personal rewards/recognition in this organization arebased on the attainment of measurable results.

#9 2 0 0 0 I know who our major customers are.

#10 2 0 0 0 I play a part in developing the organization’s plans,budgets, and objectives.


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Test Stratification 1's Responses for Strategic PlanningPositive: 70%Negative: 30%Neutral: 0%Don't Know: 0%

StatementNumber


Statement





#5 1 0 0 0 Our strategic plan is also based on customer focusedgoals, not just growing our organization every year.


#7 1 0 0 0 The personal rewards/recognition in this organizationare based on the attainment of measurable results.

#8 1 0 0 0 Our strategic planning process evaluates ourcompetitive strengths and limitations.

#9 1 0 0 0 I have a clear vision of what our organization will looklike at some point in the future.



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Test Stratification 2's Responses for Strategic PlanningPositive: 60%Negative: 10%Neutral: 10%Don't Know: 20%

StatementNumber


Statement





#5 1 0 0 0 I have a clear vision of what our organization will looklike at some point in the future.


#7 1 0 0 0 The personal rewards/recognition in this organizationare based on the attainment of measurable results.


#9 1 0 0 0 Our strategic planning process evaluates ourcompetitive strengths and limitations.



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Responses for Refer-A-FriendLoyal Customer: 50%Diminisher: 50%Neutralizer: 0%

Test Stratification 1Loyal Customer: 1

Diminisher: 0

Neutralizer 0

Test Stratification 2Loyal Customer: 0

Diminisher: 1

Neutralizer 0

Net Promoter Score

0

Below Average


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Overall Results

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#2 0 2 0 0 The unwritten philosophy of this organization is, 'If it isn'tbroken, don’t fix it.'







#9 0 1 1 0 When business results fall short, management 'searchesfor the guilty.'

#10 0 1 1 0 No matter how big a problem may be, our attitude is 'fix itfast and forget it.'



#13 1 1 0 0 We have a good system for tracking customer satisfaction.

#14 1 1 0 0 This organization does not think that it is important to findbetter ways to do things.



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#17 1 1 0 0 Senior management believes that profitability is the mostimportant thing.




#21 1 1 0 0 My manager or supervisor never asks me to do somethingwithout telling me why.

#22 1 1 0 0 My manager asks for my input to find better ways to do myjob.


#24 1 1 0 0 I feel as though I have personal responsibility toward thisorganization achieving business results.


#26 1 1 0 0 Customers find that doing business with this organizationis a complicated hassle.

#27 1 1 0 0 All departments work together to get the job done and tokeep the work flowing.





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#32 1 0 0 1 Senior management directs that our customers be treatedhonestly.






#38 1 0 1 0 When we work on the development of newproducts/services, we include potential customers in theprocess.

#39 1 0 1 0 We are constantly searching for ways to reduce the time ittakes to get things done.






#45 1 0 1 0 Employees are encouraged to go out of their way to makesure that external customers are satisfied.


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#48 2 0 0 0 The personal rewards/recognition in this organization arebased on the attainment of measurable results.






#54 2 0 0 0 People are recognized/rewarded when they contribute toimproved customer satisfaction.


#56 2 0 0 0 Our strategic planning process evaluates our competitivestrengths and limitations.


#58 2 0 0 0 New products/services are carefully planned before theyare introduced.


#60 2 0 0 0 I regularly see the data that shows our level of quality andexcellence.


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#61 2 0 0 0 I receive a formal review of my performance at least oncea year.





#66 2 0 0 0 I have a clear vision of what our organization will look likeat some point in the future.

#67 2 0 0 0 I am personally aware of what our customers think aboutour products and/or services.





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Spidergram

Stratifications Overall BusinessResults

CustomerAnd

MarketFocus

HumanResource

Focus

MeasurementAnalysis AndKnowledge

Management

Leadership ProcessManagement

StrategicPlanning

Overall 51 56 50 50 65 80 45 65

TestStratification

1

55 78 56 73 70 90 73 70

TestStratification

2

32 33 44 27 60 70 18 60

KeyOverallTest Stratification 1Test Stratification 2


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summary report: summer dialog test group to tabulation, responses to negative statements were...

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