ABSTRACT
A few of the more forward-thinking companies really believe that delighting their employees is a sound business strategy as well as being a humanistic approach to running a business. The Human Resources representative dutifully records notes in the employee’s personnel file, files it away, and nothing happens with the data. Improving profits by downsizing has become the preferred strategy of the 1990s for all types of organizations. As more organizations become more knowledge-based, the knowledge and skills of employees will increasingly become an important asset or liability. The methods used to determine employee needs, requirements, and priorities are the same as those used to determine customer requirements: focus groups, interviews, surveys, satisfaction feedback, and exit interviews are all good sources of data. Another good source of soft employee satisfaction data is just talking to employees. Ideally, all organizations should come up with an overall employee satisfaction index that gives them one number to look at to determine employee morale levels.
