Measuring and using employee satisfaction

Dave Leonard and Michael Lieberman

Dave Leonard, founder of Focus on Service LLC, and Michael Lieberman, president of Multivariate Solutions, describe an employee satisfaction study that gauges key factors to keep employees happy and productive.

Measuring and using employee satisfaction

Dave Leonard and Michael Lieberman

Multi-unit retailers and restaurants spend a great deal of money and effort trying to understand and manage thousands of employees in many different locations. The results are typically evaluated on a company level as part of an annual business review. However, this is not the whole picture. Basically, when you are looking at the company, all units are assumed to be average. The company picture is really a composite of all the local operations.

This misses significant inter-unit variation and the opportunity to improve performance or correct problems...

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