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 Exciting
New Research and a Special Invitation
This edition of our e-letter focuses on some of Denison Consulting’s most recent
research endeavors in two areas - management vs. non-management perceptions
of culture and the link to customer satisfaction; and international patterns
of culture's link to effectiveness. Additionally, we will be hosting
our 2nd annual holiday open house...details are below!
Who's Perceptions of Culture are the
Best Predictors of Customer Satisfaction? The Leadership Team or the
People on the Front Line?
Many times culture surveys focus only on the management team.
But we are often asked, “Whose view of the culture has the most impact on
performance? The leadership team? Or the people doing the “real work?”
We’ve been doing research on this topic in two large organizations and think
that you will find the results interesting.
We studied the link between
culture and performance in two organizations. We used data from 1,085
management respondents and 6,435 non-management respondents in 338
automotive service centers and from 776 management and 338 non-management
employees from 31 sales regions of a large residential construction company.
The results show that both management and
non-management employees’ perceptions of organizational culture were good
predictors of customer satisfaction in both the dealerships and home
building regions. However, the perceptions of non-management
employees’ were much better predictors of customer satisfaction.
The results show that it is important to
understand alignment across levels of the organization. Management’s
perspective is important, but it looks from these results that
non-management perceptions are even more important. Getting a well-rounded
picture of the culture across levels not only provides a better
understanding of the factors that influence customer satisfaction, but it
also helps to gain “buy-in” from all levels of the organization and provides
the basis for broad-based feedback that can help everyone to improve.
Please click on the link below to view PowerPoint
slides summarizing this study.
Management
vs. Non-Management Slides
Corporate Culture and Organizational
Effectiveness: Is There a Similar Pattern Around the World?
An upcoming chapter in
Advances in Global Leadership: 3rd Edition will
feature two of our studies that compare the pattern between culture and
performance in different countries and regions around the world.
For those of you who are
interested in how much our culture data vary by country or region around the
world, this paper will be very useful. We were surprised to see that the
differences in the culture measures across regions of the world are quite
small. In addition, with a few exceptions, the pattern of correlation
between culture and performance is quite consistent.
Please click on the link below to examine this paper.
Advances in Global Leadership Paper
You're Invited to the 2nd Annual Denison Holiday Open
House
We realize that this e-letter reaches many members of
the Denison community living far from our home office in Ann Arbor, MI.
However, we’d like you to know that you are all invited to the 2nd
Annual Denison Holiday Open House on Thursday, Dec. 19th from
4:30-9:00pm. Cocktails and Hors D’ouvers will be served amidst festive
music and holiday cheer at our office located at 121 W Washington St. Suite
201 in Ann Arbor. Click here for
driving
directions. Please join us if you are able. We look forward to
sharing some time this holiday season with you. RSVP to Stephanie Haaland
at 734.302.4002.
Contact Us
We are looking forward
to hearing from you soon. Please Contact Us Online or by phone
at (734) 302-4002.
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