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Culture and Satisfaction

A5

Define and manage the culture of the IT function. Monitor and manage employee job satisfaction, including employee motivation.

Improvement Planning

Practices-Outcomes-Metrics (POM)

Representative POMs are described for Culture and Satisfaction at each level of maturity.

1Initial
  • Practice
    Rely on the best endeavours of available personnel.
2Basic
  • Practice
    Encourage senior IT management to reflect the importance of corporate culture and make some attempts to define the organization's culture.
    Outcome
    The importance of culture is reflected in and promoted by senior IT management activities.
  • Practice
    Conduct some surveys on employee satisfaction within the IT function and take action as needed.
    Outcome
    Basic proactive management of employee satisfaction is in place.
    Metrics
    • # of employee satisfaction surveys per specified time interval.
    • % change in employee satisfaction levels per time interval.
3Intermediate
  • Practice
    Establish a process to define and foster the organization's culture within IT and some other business units, and agree it with the global HR function.
    Outcome
    The organization's culture is effectively fostered by employees.
    Metric
    # of discussions on culture with HR per specified time interval.
  • Practice
    Conduct regular standardized employee satisfaction polls within IT and some other business units.
    Outcomes
    • Satisfaction regarding the relationship between employees and their tasks, the organization, management, and the relationship among employees is understood.
    • There is transparency regarding employee satisfaction development.
    Metrics
    • # of employee satisfaction surveys per specified time interval that cover the following topics: relationship between employees and their tasks, the organization, management, and the relationship among employees.
    • % change in employee satisfaction levels per time interval.
    • Churn rate.
  • Practice
    Make satisfaction poll results and proposed measures available to employees within IT and some other business units.
    Outcome
    Transparency regarding employee satisfaction levels is evident.
    Metric
    % of survey results made available to employees.
4Advanced
  • Practice
    Derive organization-wide measures and practices to manage the organization's culture.
    Outcome
    Culture is effectively managed.
    Metric
    # of measures to manage culture.
  • Practices
    • Hold regular meetings with employees to discuss the results of the satisfaction polls and the proposed measures to improve employee satisfaction.
    • Monitor the effectiveness of these measures organization-wide.
    Outcomes
    • Employee satisfaction has high priority.
    • There is increased loyalty of employees and better understanding of survey results.
    • Measures to increase employee satisfaction can be optimized based on previously effective measurements.
    Metrics
    • Frequency of meetings with employees.
    • Churn rate (comparative to industry norms).
5Optimized
  • Practices
    • Define criteria to evaluate culture development, and regularly monitor culture development.
    • Reflect input from business ecosystem partners in the process.
    Outcome
    Evaluation of culture achievement is possible and there is transparency regarding culture development.
    Metrics
    • # of criteria defined.
    • Frequency of evaluations against criteria.
  • Practices
    • Implement and regularly update a process that collects feedback from all employees regarding the structure, content and process of the regular employee satisfaction polls.
    • Reflect input from business ecosystem partners in the process.
    Outcome
    The employee satisfaction poll process meets the needs of both management and employees.
    Metrics
    • Frequency of employee satisfaction surveys.
    • % change in employee satisfaction levels per time interval.