* ORGANISATIONAL
SELF-TEST *For each characteristic, rate the extent to which the statement is true of your organisation today, using the following scale:
1 - Not true at all
2 - True to a small extent
3 - Moderately true
4 - True to a great extent
5 - True all the time without any reservation
Think carefully about each question and complete them all, giving your honest opinion. Scoring instruction is at the bottom of this page.
Only check one (1) box per statement & calculate own score
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Vision
and commitment
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1
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2
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3
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4
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5
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Score
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1
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Our organisation is totally committed to the idea of creating delighted customers at the end of every transaction. |
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X
2
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2
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We seek consistently to do things right first time, every time. |
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3
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Executives always demonstrate by their actions their personal commitment to customer satisfaction. |
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4
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Our intention is always to exceed customer expectations in those things that matter most to them. |
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5
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We promote and reward employees on the basis of their demonstrated commitment to customer care. |
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6
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Everybody in our organisation has confirmed his or her personal commitment to total quality. |
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7
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Satisfying customers needs always takes precedence over satisfying our own internal needs. |
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8
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We reward with praise or tangible benefits every example of exceptional customer service. |
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9
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When mistakes are made we focus on problem solving and not the apportionment of blame |
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10
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We communicate fully to customers our intention to give them superior service. |
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Client/customer
relationships
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1
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2
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3
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4
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5
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Score | |
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1
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When it comes to selling we play a consultative role with our customers. |
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X
4
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2
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In advertising, selling and promotion we avoid promising more than we are able to deliver. |
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3
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We know the attributes of our products which customers value most. |
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4
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Information from customers is fully utilised in designing our service and product offering. |
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5
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We strive to be the leader in our industry in terms of customer retention. |
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Client/customer
problems
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1
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2
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3
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4
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5
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Score | |
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1
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We monitor all customer complaints. |
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X
4
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2
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We regularly ask customers to give us feedback on our performance. |
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3
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Customer complaints are analysed to identify quality or service problems. |
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4
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We identify and eliminate internal procedures that cause customer problems. |
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5
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We refuse to live with convenient internal policies or procedures which fail to give added value to our customers. |
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Client/customer
understanding |
1
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2
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3
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4
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5
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Score | |
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1
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We know how our customers define "quality". |
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X
4
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2
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We provide opportunities for all employees, whatever their function, at some time to meet with customers. |
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3
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We clearly understand what our customers expect of us. |
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4
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Our key managers clearly understand our customers' requirements. |
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5
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Our top team has face-to-face contact with the customers. |
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Making
it easy for clients and customers to do business with us.
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1
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2
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3
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4
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5
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Score | |
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1
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We make it as convenient as possible for our customers to do business with us. |
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X
4
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2
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Employees are encouraged to go "above and beyond" to serve customers well. |
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3
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Employees are told, as clearly as we know how, what they are free to do on their own to satisfy customers. |
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4
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We make it easy for customers to complain to us if they believe that they have cause. |
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5
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We do everything reasonable to resolve customer complaints. |
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Empowerment
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1
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2
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3
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4
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5
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Score | |
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1
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We treat all employees with respect. |
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X
4
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2
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Employees at all levels have a good understanding of our products and services. |
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3
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Employees who work with customers are supported with resources to enable them to do the job well. |
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4
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At all levels of the organisation employees are empowered to act on their own judgement to make things right for a customer. |
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5
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Employees feel that they are part of an exciting organisation |
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Training
and Development
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1
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2
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3
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4
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5
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Score | |
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1
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Decisions are pushed down to the lowest levels in the organisation capable and qualified to make them. |
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X
4
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2
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No lower-level employee is expected to make a decision for which they lack the skills, knowledge, experience or confidence to ensure a good outcome. |
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3
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Managers are trained in the complexities of developing the autonomy of the workforce. |
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4
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Employees at all levels make at least some significant decisions about their own work. |
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5
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Employees are cross-trained so that they can support and fill in for each other when necessary. |
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Business
and Organisational Growth
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1
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2
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3
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4
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5
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Score | |
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1
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Instead of competing with each other, cross-functional groups cooperate to achieve shared goals. |
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X
2
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2
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We study the best practices of other companies to see how we may do things better. |
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3
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We work continuously to improve our products and processes. |
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4
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When a new product or service would meet a known customer need, we would do everything in our power to make it available to them. |
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5
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We have a comprehensive quality policy throughout our organisation. |
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6
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We recognise and respect the needs of the internal customer (our resources) at every level. |
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7
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Our employees understand that quality means consistently meeting customer needs at lowest cost, and they strive to reduce costs without damaging customer service. |
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8
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Our employees value and use creativity to provide exceptional service. |
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9
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The key values of the organisation are known to and owned by all. |
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10
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We invest in the development of innovative ideas. |
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Employee
attitude to quality
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1
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2
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3
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4
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5
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Score | |
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1
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Employees fully understand that quality requires them to consistently meet internal and external customer needs at the lowest possible cost. |
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X
10
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2
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Every employee recognises that they have a personal role to play in the marketing of our products and services and actively seeks to create, identify and satisfy customers needs at a profit. |
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Scoring this test could not be more simple.
If you fail to score 100 % in any section, as indicated by you or any member of your team, you have an opportunity to improve either your organisation or your communication - because if you've got the business right and your employees can't see it, they have to be informed, in the customer's interest.
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