A maturity matrix for developing employee satisfaction measurement practices
by Claire Louise Stone
International Journal of Business Performance Management (IJBPM), Vol. 2, No. 1/2/3, 2000

Abstract: A survey of the UK ''Times'' Top 500 companies and five in-depth case studies are used to investigate the growth in use of ''soft'' employee-related measures, and the paths of companies striving for ''best practice'' in this arena. The use of such data in the Business Excellence Model and the Balanced Scorecard is explored, leading to the identification of factors that inhibit and facilitate progress. The factors include companies' learning focus, their quality orientation, and their ''support'' strategies (for example, strategic orientation and the basis of pay and reward). A systems model highlights the interrelationships between the identified facilitators and inhibitors, and parallels with research in the wider measurement arena lead to suggestions for the development of generic measurement theory.

Online publication date: Sun, 13-Jul-2003

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