By his lights, Konin says there is no question that non-financial factors affect a company's share price. In fact, he believes, non-financial metrics are just as important as financial data in determining asset allocation. Not surprisingly, Dresdner has formally integrated non-financial metrics into its investment process. It is critical that we know how a company's products and services are being received in the market place and how the company is perceived by its distributors, suppliers, and ultimately, its customers. The company has identified improving customer relationships as a vital corporate goal.
Most corporate managers know that customers are important.
What is unusual, however, is that, at Motorola, managers believe the best way to keep customers satisfied is to keep employees satisfied. Toward that, managers at the company regularly reverse the employee review process, asking each employee to score their bosses. Workers are encouraged to be frank about their complaints, to report on how they've been treated by superiors, and to discuss whether their getting the training they feel they need. The exercise is mandatory, regardless of seniority. Employees are encouraged to say if they have any doubts about their future with Motorola.