Survey Design & Management Here is a comment from a customer who used the survey tool to convince others to improve their global communication and teamwork: "Excellent response from initial contact with customer to on-time delivery of the final summary of the findings. In the initial meeting with customer, New Directions captures the ideas to be surveyed, which are then converted into a survey format, approved by the customer and subsequently sent out. A report is then prepared incorporating the results including graphics. A powerful tool for presentation purposes and for identifying challenges." New Directions has always provided assistance with the design, development and tabulation of organizational assessment tools for our clients. However, most recently, we have elevated this service to an “art” with the ease of our on-line surveying. Now clients are much more likely to use “mini-surveys” for immediate feedback from customers or to prepare for an important presentation. We offer our professional guidance in the design of surveys including: • External customer surveys • Internal customer surveys • Organizational climate surveys • 360-Degree performance feedback surveys • Team and team member assessment surveys • Meeting effectiveness surveys • Supplier surveys • Stakeholder surveys for strategic planning • Quality audits • Communication and group dynamic surveys Organizations are relying more and more on hard data to make decisions. For many, the most difficult part is designing and executing the survey process. At New Directions, we help individuals, departments and organizations do the following: 1. Clearly define the goals of the survey and develop a structure that will achieve the goals. 2. Provide sample surveys and questions to expedite development. 3. Build the completed survey on-line or as a paper process. 4. Complete mailings or on-line contact with feedback providers. 5. Compile and synthesis the data into comprehensible information. 6. Facilitate the feedback sessions to increase buy-in and participation. 7. Provide ongoing training or consulting as needed to generate improvement. Examples of recent surveys completed for clients: 1. On-line, customized survey for 36 manufacturing teams to perform self-assessments. 2. On-line, customized survey for a clinical project team needing to identify problem areas. 3. Customized supplier survey to generate talking points for a large supplier symposium. 4. Stakeholder surveying as part of the SWOT analysis for a strategic planning effort. 5. External and internal customer surveys for quality service initiatives in financial institutions and human service organizations. 6. Quick surveys to provide statistics for goal-setting presentations. The 360-Degree Assessment is an on-line tool that surveys an employee’s significant stakeholders to learn first hand how they view that employee’s performance. Typically, people ask their manager, direct reports, peers, internal customers, group/team members and vendors (if appropriate) to participate. The employee is also expected to complete a self-evaluation as well. The Assessment asks between 4–11 questions in the following 12 categories: 1. Inspires a shared vision 2. Coaching and Leadership 3. Communication 4. Conflict Resolution 5. Customer Orientation and Satisfaction 6. Decision Making 7. Goal Setting and Managing Change 8. Partnering and Collaboration 9. Personal Impact and Influence 10. Planning 11. Problem Solving 12. Results Orientation The 360-Degree process begins with a review of the assessment tool questions to make sure they are appropriate for the position of the employee being assessed. The employee and manager are able to modify questions on the survey as needed to make it more relevant to each particular situation. You’ll work closely with New Directions’ staff to make any revisions needed. Features of the New Directions 360-degree assessment process: • Ability to adapt the 360-degree tool to the individual’s position within the company. For example, people who are Directors or Vice-Presidents need to focus more on inspiring a shared vision than do those at other levels within the company. The survey results highlight the self score as well as others in specific groupings, providing a quick comparison of any areas of incongruence. • A one-on-one review of the 360 results with each feedback recipient, usually lasting over an hour. This personal approach helps people process the feedback and move toward an action orientation. One client recently commented, "I’ve never had anyone review my 360 with me before. In the past I just put it away after the workshop." • A Development Plan that examines how to increase the impact of their strengths and tackle selected areas for improvement. An action plan is developed that includes specific goals and activities. We encourage the individual to meet with his/her manager to gain approval and support for the plan. • Ongoing coaching for the individual to help encourage change and growth. When the follow-up 360 is completed, the individual and coach have an established relationship to compare the results honestly and openly. For more information about New Directions Consulting’s survey and management tools, Contact Us.