Retail Culture Index [RCI]
After meeting at the Singapore Retailers Association 2009 conference, TANGS decided it was time to measure the health of their organisation through Performance Partners’ unique Retail Culture Index [RCI]. Prior to this, TANGS had only conducted employee research internally. The RCI included the following key headings:
- Reasons why employees joined the company
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Staff Engagement [importance and performance]:
- Communicating The Brand, Purpose And Direction
- Recruitment, Reward And Recognition
- Working Environment
- Developing Employee Capability.
- Immediate Manager
- Executive Team
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Sales & Service [performance only]:
- Delivering The Right In-Store Customer Experience
- Driving A Sales Culture
- Future Intentions
Performance Partners conducted the research on the ground in Singapore, using paper-based surveys for 309 team members in stores and online surveys for those at Head Office.
Analysis of Results
The results were analysed, grouped by job role and job region and presented to the executive team, along with comparisons with benchmark data. More specifically, the report included:
- Statistics for each question and all team member comments by category.
- Cultural strengths and areas for improvement.
- Reasons why team members joined TANGS and reasons, if they were to leave.
- Strategic and tactical recommendations for every job role and job region.
- Sales and service strengths and areas for improvement.
Senior Management Leadership Development
In 2010, we followed on from the RCI report and developed a customised leadership program for the senior management team. This program incorporated the results of the RCI along with a tailored 360-leadership tool for senior managers and an Insights profile to determine leadership style. Each member of the senior management team was involved in 1-on-1 coaching sessions to debrief the results of these reports.
Senior managers then all participated in a 2-day off-site leadership retreat in Malaysia. The purpose of this workshop was to [a] improve leadership capability and [b] improve teamwork across the senior management team. The feedback from owner, CEO and the senior management team was extremely positive and the program was the perfect catalyst for improved leadership and continued organisational growth.