Employee Engagement and the Service-Profit Chain
Table of Contents
I. Employee engagement and customer overview
a) Study objectives and Topics
II. Benchmark class
a) Survey participants
b) High Performers
III. Key Findings
a) How Companies Measure Employee Engagement
b) Linking Engagement and Quality
c) How Companies Effectively Engage
d) Incenting Managers to Own Employee Morale
IV. Internet Benchmark and Survey Presentation
V. Case Studies
a) Star Gas Partners, L.P. -- Connecting Employee Engagement with Customer Loyalty
b) Microsoft -- Increasing Customer and Partners Satisfaction Step by Step
c) Freescale Semiconductors -- Parallel Processes for Employee Engagement and
Customer Loyalty
d) Tennessee Valley Authority -- Cultural Health Index and Employee Engagement
e) "Inside the Box" -- An Action Learning Workshop
f) Texas Instruments -- Driving Continuous Customer Satisfaction Improvement
g) 3M -- 3M Employment Brand Story
h) Verizon --Linking Employee Engagement with Productivity and Customer
Satisfaction at Verizon
i) Metrus Group -- The Dark Side of Employee Engagement
VI. Roundtable Discussions
a) Roundtable 1 -- Survey Development and Administration
b) Roundtable 2 -- Linking Employee Engagement to Productivity and Corporate
Performance
c) Roundtable 3 -- Performance Metrics, Tools and Vendors for Employee Engagement Management
VII. Definitions and Resources
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