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Seb Anthony

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Culture change – evidence of ROI


I an undertaking some research to establish, probably from case studies, evidence of performance improvement as a result of a culture change programme. I am particularly interested in hard data such such as increase in revenue, reduction in staff turnover and what that means in terms money etc.

Also does anyone knows where i can find data that proves that there is a relationship between staff satisfaction and customer satisfaction, and customer satisfaction and profit
Ian Mills

3 Responses

  1. Profit from change
    Change aims to achieve benefits of lower costs, increased profits or to change the culture. A recent white paper ‘Benefits Of Using EFQM model’ from the British Quality Foundation demonstrates some very significant improvements. You could give them call on 020 7654 5000.

    Alternatively try your local excellence organisation such as Excellence Yorkshire 0870 350 1041. SMEs have a specially modified version of the model, beta to suit their needs.

    According to Professor Mohamed Zairi of University of Bradford, European Centre for Total Quality Management, profit per employee of organisations using the excellence approach, have outperformed their industry average by 79%, over a 5 year period.

  2. PMC

    An organisation I have worked with in Canada, Performance Management for Corporations, has developed a KPI driven methodology for linking measurable improvements in manufacturing and other comapnies from culture and other people based elements.

    I know they have some case studies in this area and I’m sure they would be willing to share some of their work with you (subject to the usual commercial stuff).

    Visit for further details.

    An absolutely fascinating area. Best wishes with your research.


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