They do a cultural audit, similar to an internal climate assessment, once a year, which measures feelings about pay and benefits, care and recognition etc. This gives them a quick pulse on how employees feel about how they are being treated. Employees evaluate their bosses twice a year. The ICSI has only four questions and asks the employees to give their manager s a letter grade from A to D in four categories listed below. Timeliness, maintains schedules, facilitates the workflow, responsiveness.
Exhibits courtesy and professionalism.
Handles situations in a mature manner. After the ICSI is completed and the comments have been tabulated the CEO has the managers come in and talk about the results. They address specific behaviors and come up with action plans for improvement that can be tracked daily. The meetings are held in an open and trusting environment so not to cause any fear of retaliation. They also discovered that leadership training is key to their success.