🚀 go-pugleaf

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Message #335 - TQM in Industry (Reese)  (Rcvd)
   Date: 06-03-94 17:22:00
   From: Eric Bohlman
     To: Tom Glenn
Subject: Attitude Survey
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@MSGID: 11:202/299 538e044e
@REPLY: 11:202/299 538c4442
@PID: RA 2.01 80219
Kevin Donnelly asked:

 > Can I get a copy of this survey?  I work for a cable company

This particular one is proprietary, so I can't disclose the whole thing, but
I can tell you that many of the survey statements are based on those used by
Federal Express, which has published some of their statements (I've seen some
books refer to them, but I can't remember the titles)--you might want to
contact them.

On this one, the statements were divided into 8 categories: Total Quality
Leadership (basically perception of how committed to customers the company
was), Leadership and Direction, Employee Development, Compensation and
Benefits, Teamwork and Trust, Participative Management, Coaching and
Training, and Senior Management (basically perception of how "in-touch" top
management is.  There was some overlap between the categories (similar
statements in different categories) and the results of factor analysis didn't
correspond to those categories (I came up with three factors, which I called
relationship with supervisor, compensation and advancement, and
morale/teamwork/quality).

In addition to the exploratory analysis, I prepared presentation packages for
each work group.  These included stacked bar graphs showing the distribution
of responses (within the group) for all statements combined and for each of
the previously mentioned categories (remember that we were using a
seven-point extended Likert scale: very positive, positive, somewhat
positive, neutral, somewhat negative, negative, very negative; on the actual
survey, "positive" and "negative" were replaced with "agree" and "disagree"
and some statements had reversed scales, which were turned around by the
software (custom-designed) which we used.  The next page was a set of
comparative bar graphs showing how the group's percentage of positive
responses compared to those of its parent groups (department, VP, whole
company); we did NOT do comparisons between groups at the same level, except
for analytic purposes, since this was not a competition.  The next two pages
were lists of the top ten statements for positive responses, and the top ten
for negative responses.
The HR department conducted presentations and discussion sessions for each
workgroup.

This was the second time the survey was done.  The previous survey used a
5-point scale and had a larger number of statements (the ones that were
removed were those found to be redundant or ambiguous; an example of the
latter was "top management cares more about external customers than
employees."  The first survey was done 18 months before the current one.  The
company had not done a survey for five years; they changed ownership around
1987, and the previous owners had done a dishonest survey (where respondent
identity was secretly coded and retaliatory measures were taken) shortly
before selling the company.

If you have further questions, you can give me a call at 708-251-5787.