Companies have been using surveys of different kinds for many years to determine individual and team effectiveness and to determine customer attitudes toward quality of service with the emphasis in recent years on benchmarking with other similar industries in order to obtain an assessment of how they are doing on a relative basis.
For many organizations, the most frustrating part of the assessment process is the inability to really understand the “why” behind the survey results. At OCG we combine both quantitative (survey) and qualitative (focus groups and interviews) research approaches to get at the “what” and the “why” in the research. Using qualitative approaches such as focus groups can be a vital part of the overall assessment program, because this research technique can provide a dimension that is simply unavailable in the traditional survey approach to evaluating service quality and getting at the “why.”
Carlson Learning Assessments
Carlson Learning Company publishes the highest quality profiles and programs for personal and organizational improvement. OCG uses Carlson Learning Assessment tools to help people understand themselves and others. Some of the assessment tools we use include the Personal Learning Insights ProfileTM, Adventures in Attitudes®, DiSCTM Management Strategies, Dimensions of Leadership Profile®, DiSCTM Dimensions of Behavior, and The Personal Listening Profile®.
Cultural and Organizational Change Readiness
The OCG team uses an open systems framework to assess the level of “change readiness” in the organization and to make goal-oriented recommendations. The “change readiness” tool uses a Likert-type scale to provide quantitative results. Focus groups, interviews, and preexisting assessment information will be integrated into our reports. Our consulting team has experience in a number of assessment tools such as the Human Synergistics Organizational Culture Inventory (OCI) and in designing and administering specific tools to meet the personalized needs of the client.
On a final note, the change readiness tool is a valuable component of the assessment, but not the only one. Our consultants will continually use cues and events in the organization to evaluate and provide feedback on the status of the environment, technology and the culture as each relates to the vision and mission of the organization. We are experienced in recognizing both overt and covert responses to change. Our approach is to form a strong partnership with our clients to assist in solving problems and resolving issues as they arise.
OCG performs a variety of assessments designed to analyze how organizations are structured and how they perform. Examples include diagnostic assessments of organizational culture and morale, alignment and deployment of strategic goals and performance measures, and alignment of organizational structures and systems which focus on planning and strategy, training and development, recruitment and selection, rewards and compensation, communication and information, decision making, conflict management, and work processes. Examples of the instruments used at OCG are the Organizational Effectiveness Inventory (OEI), Life Styles Inventory 1 and 2, and Group Styles Inventory (GSI).
Organizations that adopt 360-degree feedback want better performance information and seek to motivate behavior change. They may have other purposes in mind too such as supporting cultural change, reinforcing team behaviors, or changing individual behaviors and implementing strategic initiatives such as TQM or Baldrige Award eligibility. As organizations change their culture to align with their vision and values, 360-degree feedback becomes an ideal choice to communicate the new competencies required by the new values. Our consultants are trained in a variety of multi-source assessment tools. OCG is a member of the Performance Support Systems, the founders of 20/20 Insight, which is an easy-to-use, flexible, multi-source feedback tool. We offer a software tool that can be used internally to prepare useful and concise reports on relevant competencies, including the option of having narrative as well as scaled feedback.
OCG offers 20/20 In s i g h t software as a survey tool for gathering and reporting performance feedback from multiple sources. The system can handle feedback from up to 200 respondents and can be used for 360 degree feedback or multi-rater assessments. While the software comes with a large library of questions, you can completely tailor the survey using quick and easy to use construction features. Developmental recommendations are included with reports. These recommendations can be edited to include your company’s programs and offerings. Since the software permits both narrative and scaled responses, the report supplies rich data for development planning.
Training Needs Assessment
OCG offers a unique approach to needs assessment. Assessing both needs and willingness to act on identified needs, we can validate responses and provide a clear guide for planning. Assessing development needs targets resources and facilitates action taking. At OCG we identify what staff members perceive are their own training needs, identify what training or coaching groups recommend for each other, consider the implications for training of the organization’s new goals, objectives and action plan and any relevant results from other sources, validate perceived needs, and identify training preferences.
Not all solutions are training solutions. We will assess and manage training expectations for leaders and participants. What are the outcomes they want training to deliver? We distinguish outcomes best handled by training from concerns which are better addressed through performance management, communication, team building, etc. Finally, we share assessment findings and recommendations for training with leaders and participants.
David Keirsey and Marilyn Bates authored an excellent book entitled, Please Understand Me, based on studies by psychologist, Carl Jung. There is no right or wrong personality, no “correct” method of interpretation or analysis of an issue or singular path to discovery self. The authors developed the Keirsey Assessment tool as a nonthreatening way for people to better understand themselves as well as others. OCG can incorporate the Keirsey Assessment in activities and training experiences or simply provide awareness information to individuals as a way for them to recognize the unique nature of every individual in the organization.
Customer Satisfaction Surveys
OCG assists our clients in determining customer needs and customer focus to establish a baseline to measure how well these needs are being met. Measuring customer satisfaction provides 1) information about what customers expect from your product/service as well as problems customers may be experiencing, 2) an early warning signal for market shifts and competitor vulnerability or encroachment, 3) insights on how to improve quality of products/services, and 4) direction for new product/service development.
Team Spirit Diagnostic
The Team Spirit Diagnostic provides a powerful and practical tool for identifying strengths and areas of change for a team. The diagnostic is a self-reporting tool that provides insight into the team’s effectiveness in performing activities in each of the five critical, interrelated Team Spirit Phases – Initiating, Visioning, Claiming, Celebrating, and Letting Go – that ultimately lead to Service.