When the Sears Retail Group examined how to enhance people performance, it developed the concept of the Employee-Customer-Profit chain. This said that their workplace should be:
A compelling place to work
A compelling place to shop
A compelling place to invest.
The model highlights two dimensions of employee satisfaction that appear to have a larger impact on employee loyalty and behaviour than any others:
Attitude towards the job
Attitude towards the company.
In addition, the Sears team identified 10 questions or statements contained within its company-employee survey that most affected people's behaviour as employees.
These were:
I like the kind of work I do
My work gives me a sense of accomplishment
I am proud that I work for Sears
How does the amount of work you are expected to do influence your overall attitude to your job?
How do your physical working conditions influence your overall attitude to your job?
I feel good about the future of the company
We are making the changes necessary to compete effectively
I understand our business strategy
Do you see a connection between the work you do and the company's strategic objectives?
These findings reinforce the fact that the needs and wants of employees go so much further than a simple remuneration package. This information also provides employers with a useful roadmap to use to enhance employee satisfaction and contribution.
