CULTURE, CHANGE & COMMUNICATIONS

We design and administer customer satisfaction and employee attitudinal surveys which are customised to meet the particular requirements and operating circumstances of our client organisations. Whether you are interested in identifying issues which may affect customer satisfaction/retention, or employee productivity and morale, survey questionnaires are designed to reflect your specific requirements and operating circumstances.

Only consultants who have a background and experience in behavioural science are used to design, develop and undertake satisfaction and attitudinal surveys. An empirical approach and tested survey research methodologies are also applied to ensure that survey results are valid, robust and reliable.

Focus group workshops are organised to identify and probe issues which inform the design of survey research questionnaires. Prior to undertaking employee satisfaction surveys, we develop accompanying communicative interventions which are designed to manage employee outcome expectations and optimise participation rates.

Comprehensive reporting of results and statistical correlations are provided to ensure that your organisation is positioned to optimise the value associated with the survey research. Our experienced change management consultants are also available to design and implement solutions to issues or challenges which are identified during the research process.

At RA Consulting, we adopt a scientific approach to the enhancement of employee involvement, motivation and commitment. This approach couples the theory and principles of behavioural science with our commercial and business experience. Benchmark levels of, for example, employee involvement, commitment and motivation are assessed when diagnosing an organisation’s ‘current state’. Improvement is quantified after assignment completion.

In assessing an organisation’s ‘health’, we consider key ‘hygiene’ factors such as internal equity, conditions and relationships, benefit arrangements, company policies, culture and trust. The strength of the ‘psychological contract’ is assessed and factors which may exist to undermine this contract are identified. Motivation and commitment levels are also evaluated and shortfalls are identified, either across the organisation, or within specific sub-populations.

A high-level blueprint for a more involved, committed and motivated workforce is developed – consistent with the organisation’s business strategy, competitive positioning and culture. This blueprint is ‘stress tested’ with key decision makers before an agreed position is adopted.

To support the design and implementation of change management interventions within client organisations, RA Consulting has developed its proprietary ‘5 Factor Model’ to facilitate the diagnosis of organisational culture, human resources, systems, strategy, structure and environment. This diagnostic model is employed to ensure that a fluid and systemic view of the target organisation is developed. It is also used to identify and gain a comprehensive understanding of all the variables which impact upon your operations. Careful diagnosis ensures that we identify not just symptoms, but critically, their root causes.

Upon completion of the diagnostic phase, we engage the organisation’s key decision makers and prepare a high-level blueprint which defines the transition. After this has been modified and agreed, we conduct risk and probability analyses and develop the associated strategies necessary to support the delivery of the new organisation. Before completing this definition, we assess the organisation’s ‘state of readiness’ to ensure that the change which is being proposed is realistic in view of its history, culture and operating circumstances. On the basis of this review, we decide on collaborative or coercive models and plan incremental or transformative change strategies as appropriate. The cost of change and leadership requirements are also identified so that all agents may be clear about their roles and project risks.

After the blueprint for change has been ‘stress tested’ and agreed, we develop the detailed action plan and identify the specific interventions necessary to ‘unfreeze’, change and ‘refreeze’ or consolidate this change.

At RA Consulting, we work with client organisations to develop communicative and employee voice systems and strategies which meet their particular operating circumstances and address communicative requirements in a proactive manner. Our interventions are designed to eliminate communication vacuums and to ensure that the organisation ‘manages the message’ and associated perceptions.

Whether your organisation is seeking to maintain a non-union position or wishes to supplement existing communicative arrangements to promote commitment and more effective staff relations, we design strategies and systems to meet your specific requirements.