🚀 go-pugleaf

----------------------------Original message----------------------------

> Having another industry's survey to build from would help me  toward my go

The problem with adapting a survey from another industry (or even from
another company in your industry) is that the attributes or scales will not
be "sharp" enough to translate from the Voice of the Employee into programs,
actions, etc.

In the same way that SERVQUAL (a cross-industry service quality measurement
instrument) is criticised for not being specific enough to motivate actions,
a survey from another industry will not have the flavor of your situation
and may, therefore, not be accepted by management or the employees as an
accurate and complete reflection of their opinions.

In my own experience, it is necessary to do the same level of work in
identifying the Voice of the Employee as you would to identifying the Voice
of the Customer.  Indeed, the employee is a customer (in a sense) of the
company.  This means qualitative interviewing to identify wants and needs,
keeping the customer's language as long as possible, and making sure that
the resulting bundles of attributes are created and prioritized by the
customer.

Bob Klein                       |vocalyst@world.std.com |  Identifying the
Applied Marketing Science, Inc. |Voice:617/684-1230 x121|   Voice of the
303 Wyman St., Suite 205        |Fax:  617/684-0075     |     Customer
Waltham, MA 02154               |                       |