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Transcript of EAST Report
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EmployeeCommitments Programme: 2006
Management Report (All Offices)
Prepared for: NCCI, Saudi Arabia
Prepared by: Synovate
Date: August 2006
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Table of Contents
Border Offices
All Offices Except Border
Key Results
Introduction and Program Background
Summary of Findings
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Introduction
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Key Objectives
Determine how employees assess their experiences within the
organization
Derive the relative impact of each experience (work factor) on
employee commitment
Segment employees based on the strength of their commitment
Identify and prioritize where resources should be directed:opportunities for improvement as well as leverage points
Derive Key Performance Indicators (employee commitment index,
commitment segments, etc.) to serve as indicators of organizational
performance, as NCCI works to achieve higher levels of commitment
over time
Obtain feedback on issues related to NCCI key business plan
objectives
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5
547 employees (out of 724)
470 Total excluding border offices (out of 606)
77 Border offices (out of 118)
75.6% (Total NCCI)
77.6% (Total excluding border offices)
62.3% (Border Offices)
NCCI Offices in:
June/July 2006
Self completion (anonymously): On-line survey (78% of
employees) and pen and paper (22%)
Research Design
WHO :
WHERE :
WHEN :
RESPONSE RATE :
HOW :
Borders
Eastern Region Central Region Western Region Corporate Head Office
Diplomatic Quarter (DQ)
Other
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Sample Structure (Total NCCI)
Borders Offices 77
Eastern Region Offices 48
Central Region Offices 73
Western Region Offices 46Corporate Head Office 115
Diplomatic Quarter 168
Other ( Hospitals, Police stations, etc) 20
Key Accounts 41
Motor - Claims 56
Motor - Manafith 75
Motor - Others 15
I.S.D 36
P & C - Claims 22
P & C - Others 34
Medical & Takaful - Claims 31Medical & Takaful - Others 39
CSC - 800 TMA's 23
CSC - 800 Claims Help Line 13
CSC - Policy Administration 30
Marketing & Sales (Sales Channels Offices
such as ; MR's, Franchisee, Agents and
Brokers) 48
Marketing & Sales (Management, Marketing
Services, etc.) 20
HR & BS 18
Finance Assers Management 20Other (CEO's Office, Internal Audit, Legal & SM 26
Place of work
Business Area
NCCI employee (employee, trainee,
Marketing reprsentative) 519
Other (agency employee, part-time,
contactor, outsourced) 28Male 530
Female 17
Saudi 376
Arab 102
Western Expatriate 7
Eastern Expatriate 62
Grade 12 and above 40
Grade 8-11 130
Grade 6-7 132
Grade 1-5 90
Non-graded (Traninne, MR,
Consultant, others) 155
Under 25 years 49
25-29 years 159
30-39 years 208
40-49 years 104
50 years and above 27
Less than 1 year 60
1-5 years 237
5-10 years 132
10-15 years 85
15 years or more 33
Years of
employment
Type of
employment
Gender
Nationality
Job Grade
Age
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Sample Structure (All Offices Except Border
Offices)Eastern Region Offices 48
Central Region Offices 73
Western Region Offices 46Corporate Head Office 115
Diplomatic Quarter 168
Other ( Hospitals, Police stations, etc) 20
Key Accounts 39
Motor - Claims 56
Motor - Manafith 4
Motor - Others 15
I.S.D 36
P & C - Claims 22
P & C - Others 34
Medical & Takaful - Claims 31Medical & Takaful - Others 39
CSC - 800 TMA's 23
CSC - 800 Claims Help Line 13
CSC - Policy Administration 30
Marketing & Sales (Sales Channels Offices
such as ; MR's, Franchisee, Agents and
Brokers) 45
Marketing & Sales (Management, Marketing
Services, etc.) 19
HR & BS 18
Finance Assers Management 20
Other (CEO's Office, Internal Audit, Legal & SM 26
Business Area
Place of Work
NCCI employee (employee, trainee,
Marketing representative) 445
Other (employee of agency, part-time,contactor, outsourced) 25
Male 453
Female 17
Saudi 300
Arab 102
Western Expatriate 7
Eastern Expatriate 61
Grade 12 and above 40
Grade 8-11 130
Grade 6-7 131
Grade 1-5 89
Non-graded (Traninne, MR,
Consultant, others) 80
Under 25 years 18
25-29 years 117
30-39 years 205
40-49 years 103
50 years and above 27
Less than 1 year 35
1-5 years 187
5-10 years 131
10-15 years 85
15 years or more 32
Years of
employment
Type of
employment
Gender
Nationality
Job Grade
Age
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Sample Structure (Border offices)
Place of Work Border Offices 77
Key Accounts 2
Motor - Manafith 71
Marketing & Sales (Sales Channels Offices
such as ; MR's, Franchisee, Agents and
Brokers) 3
Marketing & Sales (Management, Marketing
Services, etc.) 1
NCCI employee (employee, trainnee,
Marketing representative) 74
Other (employee of agency, part-time,
contactor, outsourced) 3
Gender Male 77
Saudi 76
Eastern Expatriate 1
Grade 6-7 1
Grade 1-5 1
Non-graded (Traninne, MR, Consultant,
others) 75
Under 25 years 31
25-29 years 42
30-39 years 3
40-49 years 1
Less than 1 year 25
1-5 years 505-10 years 1
15 years or more 1
Age
Years ofemployment
Business Area
Type of
employment
Nationality
Job Grade
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Program Background
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Commitment Index and Segments
The commitment index is a construct derived from several scientificallyvalidated attitudinal items in our survey
Combining attitudinal and behavioural responses, a commitment/retentionmatrix is developed:
Advocate - positive disposition toward the organisation and the section
Strong- will continue
Vulnerable - may not continue
Company committed - positive disposition toward the organisation but not to thesection
Strong- will continue
Vulnerable - may not continue
Section committed - positive disposition toward the section but not to theorganisation
Trapped- will continue
High Risk- may not continue
Uncommitted - negative disposition toward the organisation and the section
Trapped- will continue
High Risk- may not continue
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All Offices Except Border
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Summary of Findings
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Commitment Index & Segmentation - INCCIs overall company commitment index (based on a 10 point scale) continues todecline:
2006 5.16
2004 5.872003 6.81
A similar declining trend is also observed in the commitment index for Totalexcluding Border Offices:
2006 5.12
2004 5.69
2003 6.67
By segment:By Place of work: Other (Hospitals, Police Stations) have the highest commitment levels of6.06 followed by Eastern region offices with 5.60, by Western region offices with 5.54,Corporate Head Office at 5.49 and Central region with 5.33. The Diplomatic Quarter officehas the lowest commitment index, 4.40.
By Business area: Marketing & Sales and ISD indices are the highest. Business areas with
lower commitment indices are Medical & Takaful-Claims and CSC-800 Claims Help Line.
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Commitment Index & Segmentation - IIBy Segment (Continued):
By Gender: Males have a much higher commitment index (5.17) compared to females
(3.75)
By Nationality: Eastern Expatriates have the highest level of commitment (5.96), whereasSaudis are at the lowest commitment level of 4.75. Moreover, the Saudi index is muchlower compared to the 2003 index (6.39) and 2004 (5.18).
By Job Grade: Non-Graded employees and employees in Grade 12 and above have thehighest commitment indices with 6.33 and 6.06 respectively, but lower compared to 2004(6.70 and 7.99 respectively). The lowest was for the Grade 1-5 group with 4.41.
Age analysis: Commitment is higher amongst older age groups. The highest commitmentindex was for 50+ year old (6.44), whereas the lowest was for under 25 year olds (4.38).
Year of employment analysis: Interestingly, the lowest commitment score was foremployees with 5-10 years (4.53) and the highest was for 15 years or more (6.76).
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Commitment Index & Segmentation - III
Attitudinal Loyalty: Compared to 2004,employees are now more committed totheir section (56%) than to the company (44%).
Behavioral Loyalty (How many will stay): Approximately 2 out of 3 employees(59%) plan to continue working at NCCI.
Commitment Segmentation: However, looking at attitudinal and behavioral loyaltytogether, the commitment segmentation for NCCI shows the following profile:
30% Advocates: Positive disposition toward the organization and the section
Strong: This is the most desirable group and 24% employees at NCCI are committedboth to the company and the section and will continue for the next two years (30%
in 2004) Vulnerable: This group comprises 6% of the total, and are those who probably for
extraneous reasons are not sure about continuing (8% in 2004)
14% Company Committed: Positive disposition toward the organization but not to thesection Strong: 1 in 10 employees (11%) is committed to the company and will continue
(10% in 2004)
Vulnerable: 3% are not sure, therefore vulnerable and may leave if their concernsare not met, particularly since they not favorably disposed to the section (5% in2004)
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Commitment Index & Segmentation - IV
Commitment Segmentation (Continued):6% Section Committed: Positive disposition toward the section but not to theorganisation
Trapped: 3% of all employees feel trapped because they like the section and willcontinue, though they are not committed to the organization (3% in 2004)
High Risk: this is a negligible and comprises 3% who are likely to leave because theyhave issues with the company (2% in 2004)
50% Uncommitted: Negative disposition toward the organization and the section. This is
the least desirable segment and unless their concerns can be met, their commitment
levels to the company will not improve
Trapped: this group is uncommitted (21%). They however feel trapped in staying,probably due to various situational and personal factors (17% in 2004)
High Risk: This group comprises 29% of the total; it is the weakest group andincludes those who are most likely to leave (25% in 2004)
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The Most Important Factors Influencing Commitment
The key driver analysis indicates that the following are the most important factors thaneed performance improvement to strengthen employee commitment levels:
Fair treatment Decision making and delegation
Employee benefits
Motivation
Appreciation of employee ideas/contributions
Work standards
Training & Development
Care, concern and respect
Teamwork
Creating feeling of accomplishment
The key driver analysis also indicates that the following are the most important factorsthat need to be maintained to prevent any deterioration in employee commitment: Reputation
Satisfaction with day-to-day activities
Relationship with colleagues
Creating feeling of accomplishment
Work standards
Primary Importance
Secondary Importance
NOTE: Priorisation of improvement and maintenance
are shown in the recommendation section, whichtakes into account a combination of the importance
of the attribute (if it is a key driver on commitment)and the level of employee performance on this attribute.
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Executive SummaryEmployee commitment (expressed by an Index) is much lower compared to the2003 and 2004 indices.
The current years commitment index is much lower tha the lowest commitmentindex (normative/benchmark) of other employees commitment surveys conductedin Saudi Arabia.
There is a need to take strategic improvements measures which can improve thecommitment levels of NCCI employees.
A major difference compared to 2004 is that employees are now more committed
to their sections than to the Company.
Approximately one third (30%) of all employees are advocates (committed to thecompany and to their Section) but an even larger number (50%) areuncommitted
Overall, areas for priority improvement include: fair treatment, decision making
and delegation, employee benefits and motivation.
As in 2004, we again recommend the development/deployment of action plansand communication of key survey findings to employees
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Key Performance Indicators
Commitment Index
Employee Commitment Segmentation
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Summary: Commitment Index
Place of Work: Amongst the various places of work, Other (Hospitals,Police Stations) has the highest commitment index (6.06) whereas theDiplomatic Quarter has the lowest (4.40).
Business Area: We recommend paying attention to the Medical & Takaful-Claims as well as the CSC-800 Claims Help Line (both with low indices) andleverage the strengths of Marketing & Sales and I.S.D.
Job Grade: Employees in the Non-Graded segment have the highestcommitment index of 6.33. The lowest was for Grade 1-5 group with 4.41
Age and Years of Employment: The youngest age group under 25 yearolds and those with 5-10 years in the company are less committed than thecompany average.
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1
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
9
10
Employee commitment index Normative comparison
Highest
Lowest
6.88
LowestHighest Average
6.21
11782
7.28
563
1
2
3
4
5
6
7
8
9
10
5.49
1582
Norms from other Saudi Arabia Employee Surveys
6.81
Base :
Total NCCI
1
2
3
4
5
6
7
8
9
10
5.16
547
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Total Company Commitment Index:
Base :
1
2
3
4
5
6
7
8
9
10
5.16
547
2003 index: 6.81
1
2
3
4
5
6
7
8
9
10
Total excluding
Border Offices
5.12
470
6.67
1
2
3
4
5
6
7
8
9
10
5.41
77
Border
Offices
7.89
Highest
Lowest
Total
commitmentindex
2004 index: 5.87 5.69 7.24
Total NCCI
Total Company Commitment Index:
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1
2
3
4
5
6
7
8
9
10
Total Company Commitment Index:
By Place of Work - I
Highest
Lowest
Base :
1
2
3
4
5
6
7
8
9
10
5.33
73
1
2
3
4
5
6
7
8
9
10
5.60
48
1
2
3
4
5
6
7
8
9
10
Total excluding
Border Offices
5.12
470
5.54
46
Eastern
Regional
Offices
Central
Region
Offices
Western
Region
Offices
2003 index: 6.67 6.95 6.50 7.09
2004 index: 5.69 6.14 5.03 6.27
Total excl.
BorderOffices
commitmenindex
Total Company Commitment Index:
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Total Company Commitment Index:
By Place of Work - II
Highest
Lowest
Base :
1
2
3
4
5
6
7
8
9
10
4.40
1
2
3
4
5
6
7
8
9
10
6.06
Diplomatic
Quarter
Other
(Hospitals,
Police stations)
115 20
1
2
3
4
5
6
7
8
9
10
5.49
Corporate
Head office
168
Total excluding
Border Offices
2003 index: 6.67 7.20 5.76 7.92
2004 index: 5.69 6.03 5.42 5.42
1
2
3
4
5
6
7
8
9
10
5.12
470
Total excl.
BorderOffices
commitment
index
Total Company Commitment Index:
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1
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
9
10
Total Company Commitment Index:
By Business Area - I
Highest
Lowest
Base :
5.63
1
2
3
4
5
6
7
8
9
10
5.10
39
1
2
3
4
5
6
7
8
9
10
4.35
56
4.50
15
6.22
36
Key Accounts Motor - Claims Motor - Others I.S.DTotal excluding
Border Offices
2003 index: 6.67
2004 index: 5.69
1
2
3
4
5
6
7
8
9
10
5.12
470
Total excl
BorderOffices
commitmeindex
Total Company Commitment Index:
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1
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
9
10
Total Company Commitment Index:
By Business Area - II
Highest
Lowest
Base :
1
2
3
4
5
6
7
8
9
10
5.34
22
4.34
34
P & C - OthersTotal excluding
Border Offices
4.03
31
Medical & Takaful
- Claims
2003 index: 6.67
P & C - Claims
1
2
3
4
5
6
7
8
9
10
4.87
39
Medical & Takaful -
Others
2004 index: 5.69
1
2
3
4
5
6
7
8
9
10
5.12
470
Total excl
BorderOffices
commitmeindex
Total Company Commitment Index:
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1
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
9
10
Total Company Commitment Index:
By Business Area - III
Highest
Lowest
Base :
1
2
3
4
5
6
7
8
9
10
4.13
13
4.96
30
Total excluding
Border Offices
6.83
45
2003 index: 6.67
CSC - 800 Claims
Help Line
CSC - Policy
Administration
Marketing & Sales ( Sales
Channels Offices)
2004 index: 5.69
1
2
3
4
5
6
7
8
9
10
5.12
470
1
2
3
4
5
6
7
8
9
10
4.62
23
CSC - 800
TMAs
Total excl.Border
Officescommitmen
index
Total Company Commitment Index:
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1
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
9
10
p y
By Business Area-IV
Highest
Lowest
Base :
1
2
3
4
5
6
7
8
9
10
5.35
18
5.19
20
Total excluding
Border Offices
4.81
26
2003 index: 6.67
Marketing & Sales(Management, Marketing
Services, etc.)
HR & BS
2004 index: 5.69
1
2
3
4
5
6
7
8
9
10
5.12
470
1
2
3
4
5
6
7
8
9
10
6.51
19
FinanceAssets
Management
Other
Total excl
BorderOffices
commitmeindex
C C G
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Total Company Commitment Index: By Gender
Highest
Lowest
Base :
1
2
3
4
5
6
7
8
9
10
5.17
1
2
3
4
5
6
7
8
9
10
3.75
Male Female
453 17
Total excluding
Border Offices
2003 index: 6.67 6.64 7.37
2004 index: 5.69 5.75 4.11
1
2
3
4
5
6
7
8
9
10
5.12
470
Total excl.Border
Officescommitment
index
Total Company Commitment Index:
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p y
By Type of Employment
Highest
Lowest
Base :
1
2
3
4
5
6
7
8
9
10
5.04
1
2
3
4
5
6
7
8
9
10
6.55
NCCI Other
445 25
Total excluding
Border Offices
2004 index: 5.69 5.62 7.10
1
2
3
4
5
6
7
8
9
10
5.12
470
2003 index: 6.67
Total excl.
BorderOffices
commitment
index
Total Company Commitment Index:
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1
2
3
4
5
6
7
8
9
10
p y
By Nationality
Highest
Lowest
Base :
1
2
3
4
5
6
7
8
9
10
4.75
Saudi
1
2
3
4
5
6
7
8
9
10
5.63 5.96
Arab
Eastern
Expatriate
300 102 61
Total excluding
Border Offices
2003 index: 6.67 6.39 7.76 7.14
1
2
3
4
5
6
7
8
9
10
5.89
Western
Expatriate
7
4.44
2004 index: 5.69 5.18 7.49 5.734.03
1
2
3
4
5
6
7
8
9
10
5.12
470
Total excl.Border
Officescommitmen
index
T t l C C it t I d B J b G d
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1
2
3
4
5
6
7
8
9
10
Total Company Commitment Index: By Job Grade
Highest
Lowest
Base :
1
2
3
4
5
6
7
8
9
10
4.59
131
1
2
3
4
5
6
7
8
9
10
6.06
40
1
2
3
4
5
6
7
8
9
10
5.10
130
1
2
3
4
5
6
7
8
9
10
4.41
89
6.33
80
Grade 12and above
Grade8-11
Grade6-7
Grade1-5
Non-gradedTotal excluding
Border Offices
2003 index: 6.67 7.92 6.79 6.46 5.88 7.12
2004 index: 5.69 7.99 5.70 4.99 5.11 6.70
1
2
3
4
5
6
7
8
9
10
5.12
470
Total excl
BorderOffices
commitme
index
Total Company Commitment Index: By Age
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1
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
9
10
Total Company Commitment Index: By Age
Highest
Lowest
Base :
4.69
205
1
2
3
4
5
6
7
8
9
10
4.38
18
4.98
117
5.91
103
6.44
27
Under 25
years
25-29
years
30-39
years
40-49
years
50 years
and above
Total excluding
Border Offices
2003 index: 6.67 6.15 5.70 6.97 7.51 7.34
2004 index: 5.69 5.99 4.78 5.59 6.93 6.31
1
2
3
4
5
6
7
8
9
10
5.12
470
Total exclBorder
Officescommitme
index
Total Company Commitment Index:
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1
2
3
4
5
6
7
8
9
10
1
2
3
4
5
6
7
8
9
10
By Years of Employment
Highest
Lowest
Base :
1
2
3
4
5
6
7
8
9
10
4.53
131
1
2
3
4
5
6
7
8
9
10
4.61
35
5.96
187
5.51
85
6.76
32
Less than
1 year1-5
years
5-10
years
10-15
years
15 years
or more
Total excluding
Border Offices
2003 index: 6.67 6.67 5.96 6.68 7.67 8.23
1
2
3
4
5
6
7
8
9
10
5.16
2004 index: 5.69 6.18 5.47 5.20 6.14 7.16
1
2
3
4
5
6
7
8
9
10
5.12
470
Total excl.Border
Offices
commitmen
index
Summary: Employee Commitment Segmentation
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Summary: Employee Commitment Segmentation
The number of Advocates (ideal employees) is around one-third thetotal, whereas the number of employees committed to the Company andnot their Section is very low. Two-thirds of the employees (59%) will
continue working for the company, albeit about a third of these feel theyhave no other option (trapped- situational or personal reason)
Place of Work: The Diplomatic Quarter and the Central Region exhibitthe lowest number of Advocates and the highest number of uncommittedemployees
Business Area: Employees in Marketing & Sales, as well as ISD are morepositive towards the company and section (Advocates). However, theCSC-800 Claims Help Line and HR & BS should be targeted forstrengthening the relationship with the company as only 15% and 12%respectively of the employees are Advocates.
Job Grade: Non-Graded employees and Grade 12 and above have the
highest number of Advocates (43% each), while Grades 1-5 and Grades 6-7 have the lowest (22% and 23% respectively)
Age and Years of Employment: The 50+ age group and 15 years ofemployment group have the highest number of advocates (41% each)
Employee commitment segmentation
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37/83
37
Employee commitment segmentation
Commit
menttocompa
ny
May Not continue
Will continue
Commitment to section
High Risk High Risk
Vulnerable Vulnerable
Section committed
Company committed
Uncommitted
Advocate
Trapped
Strongly
Trapped
Strongly
3%29%
3% 6%
3%21%
11% 24%High Risk High Risk
Vulnerable Vulnerable
Section
committed
Companycommitted
Uncommitted
Advocate
Trapped
Strongly
Trapped
Strongly
2%25%
5% 8%
3%17%
10% 30% 2004
High Risk High Risk
Vulnerable Vulnerable
Section
committed
Company
committed
Uncommitted
Advocate
Trapped
Strongly
Trapped
Strongly
2%11%
5% 5%
4%18%
16% 39%2003
Commitment Towards NCCI
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8/6/2019 EAST Report
38/83
38
76
77
41
60
11
10
21
19
13
38
21
13
0% 20% 40% 60% 80% 100%
Strongly agree/agree Neither/nor Strongly disagree/disagree
I have very strong positive
feelings towards NCCI
I care about NCCI as if it was my
own business
If I could, Id spend my entire
working life at NCCI
I enjoy talking to people outside
the company about my work
85
88
62
78
20032004
Top 2-Box
80
84
49
65
*/ Top 2-score in 2006 significantly higher/lower than score in 2004
**/ Top 2-score in 2004 significantly higher/lower than score in 2003
* **
Commitment Towards NCCI
Commitment Towards Section
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39/83
39
I have very strong positivefeelings towards my section
I care about my section as if it
was my own family
If I could, Id spend my entire
working life in this section
I enjoy talking to employee
outside my section about my work
74
77
31
60
12
11
21
19
14
48
21
12
0% 20% 40% 60% 80% 100%
Strongly agree/agree Neither/nor Strongly disagree/disagree
73
77
47
63
20032004
Top 2-Box
78
82
39
59
*/ Top 2-score in 2006 significantly higher/lower than score in 2004
**/ Top 2-score in 2004 significantly higher/lower than score in 2003
* **
Commitment Towards Section
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8/6/2019 EAST Report
40/83
40
Overall Opinions
Work-Related Behaviors
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8/6/2019 EAST Report
41/83
41
64
85
60
65
18
8
23
14
18
17
21
7
0% 20% 40% 60% 80% 100%Strongly agree/agree Neither/nor Strongly disagree/disagree
Work-Related Behaviors
I plan to be working at NCCI for at leastanother 2 years from now
At work, I am personally committed to
do more than my job
I would be glad to recommend NCCI asa good place to work
At NCCI, I feel highly motivated to do
my work well
76
90
75
65
20032004
Top 2-Box
67
90
68
63
*/ Top 2-score in 2006 significantly higher/lower than score in 2004
**/ Top 2-score in 2004 significantly higher/lower than score in 2003
* **
Linking Commitment & Behavior
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8/6/2019 EAST Report
42/83
42
83
48
89
8287
38
83
50
0
25
50
75
100
Committed towards company Uncommitted towards company
Linking Commitment & Behavior
%
posit ive
responses*
I plan to be working
at NCCI for at least2 years from now
At work I often do things
that are above andbeyond the call of duty
I would be glad to
recommend NCCIas a good place to work
At NCCI, I feel highly
motivated to do mywork well
*positive responses: top 2-box
85**
58**
94**81**
88**
52**
80**
39**
** 2003
83***
50***
96***
84***
89***
44***
84***
40***
*** 2004
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8/6/2019 EAST Report
43/83
43
Key Driver (Potential/Risk) Analysis
Key Driver (Potential/Risk) Analysis
E l C it t I
-
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44/83
44
41
28
45
30
13
51
18
45
32
39
Employee Commitment - I
Care, Concern and Respect
Teamwork
Satisfaction With Day-to-Day Activities
17
39
20
43
22
67
42
66
59
69
Primary Secondary Tertiary Non Significant
Creating Feeling of Accomplishment
Reputation
Work Standards
Fair Treatment
Motivation
Decision Making and Delegation
Employee Benefits
MaintainCurrent Performance
ImprovementOpportunities
Key Driver (Potential/Risk) Analysis
E l C it t II
-
8/6/2019 EAST Report
45/83
45
10
4
10
27
35
26
4
18
26
Employee Commitment - II
23
33
40
22
30
59
44
35
18
Primary Secondary Tertiary Non Significant
Communication
Relationship with Colleagues
Relationship with Direct Boss
Training & Development
Work / Job Resources
Having a Well-Defined Job
Appreciation of Employee
Ideas/Contributions
Organizational Effectiveness
Work Environment
MaintainCurrent Performance
ImprovementOpportunities
-
8/6/2019 EAST Report
46/83
46
Recommendations
Recommendations
-
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47/83
47
Fair treatmentDecision maki
Pri
Recommendations Drilldown - Areas to Improve
-
8/6/2019 EAST Report
48/83
48
Fair Treatment Promotions are based on job performance
A lot of decisions are bared on favoritism
Policies and procedures that affect employees are non-discriminatory and fair.
The way policies & procedures are applied is fair and just.
Employees are consulted about issues that directly affect them.
Decision making and Delegation
Delegated authority is based only on the competence of theemployee
Employees are coached to take more responsibility in decision-making
I dont have the authority to do my job
I am given the freedom to make my own decisions at work
p
Priority ImprovementsPriority Improvements
Employee Benefits
Salary increments and promotions are fair and based on merit only
I believe that the pay I get for my work is fair
NCCI provides competitive benefits for its employees and their families
Motivation The climate of anxiety and fear makes employees hide their mistakes
or blame others
I often have a reason to worry about my job security.
I have a colleague who inspires me to do better.
Recommendations Drilldown - Areas to Improve
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49/83
49
p
Other ImprovementsOther Improvements
Appreciation of employee ideas/ contribution Employees are rewarded for creative ideas and innovations.
There is a process that encourages employees to offer commentsand ideas.
Employees good ideas are put into practice.
If you express ideas or suggestions then managers think you are atroublemaker.
Work standards At NCCI production comes first, then quality
Employees see policies and procedures as a source of frustrationand annoyance
Work habits deteriorate when the boss is absent
Training & development NCCI supports and helps people to plan their own careers
New employees receive an effective induction program
NCCI values job rotation as a method for developing and motivatingemployees
Care, concern and respect NCCI criticize their own staff to others
There is good co- operation between management and nonmanagement employees
Teamwork Without being asked, employees go out of their way to help
colleagues with their work I am treated as an equal player in the team
Creating feelings of accomplishment I am often given tasks for which I do not have the necessary skills
My direct boss acknowledge when Ive done a good job
Recommendations Drilldown Areas to Maintain
-
8/6/2019 EAST Report
50/83
50
Reputation NCCI is constantly improving services and operations
NCCI provides high quality customer service
Satisfaction with day-to-day activities My job is challenging and helping me to grow and develop
Relationship with direct boss
I have a good day-to-day working relationship with my direct boss When the instruction seems wrong it is ok to raise it with my direct
boss
My direct boss respects me and often takes time to listen andencourage me
My direct boss is keen to maximize my potential I am satisfied with the amount of constructive feedback and
guidance I get from my direct boss
Work/ Job resources NCCI provides modern technology that helps me produce high
quality work
Areas to Maintain
MaintainMaintain StrengthsStrengths
Relationship with colleagues
I can trust and depend on all my colleagues to treat me in the way Iwish to be treated
Having a well-defined job My responsibilities and goals are made clear by my Direct Boss I have a job description that accurately reflects my duties I am rarely given unclear instructions about what I should do
-
8/6/2019 EAST Report
51/83
51
NCCI Work Factors
Performance of NCCIs Work Factors
-
8/6/2019 EAST Report
52/83
52
54
55
63
65
66
75
76
82
87
93
Performance %
Top 2-Box
25
25
27
29
39
43
48
53
53
Performance %
Top 2-Box
Relationship with the Direct Boss
Having a well-defined job
Communications
Work/ Job Resources
Work Environment
Relationship with Colleagues Organizational Effectiveness
Reputation
Satisfaction with day to day activities
Employee Ideas/Contributions
Care, Concern & Respect
Teamwork
Training & Development
Motivation
Fair treatment
Creating Feelings of Accomplishment
Employee Benefits
Decision making & Delegation
Work Standards
Performance of NCCIs Work Factors:2006 vs. 2004 and 2003 - I
-
8/6/2019 EAST Report
53/83
53
54
55
63
65
66
75
76
82
87
93
Relationship with the Direct Boss
Having a well-defined job
Communications
Work/ Job Resources
Relationship with Colleagues
Reputation
Satisfaction with day to day activities
Care, Concern & Respect
Creating Feelings of Accomplishment
Work Standards
2006 vs. 2004 and 2003 I2006
Performance %
Top 2-Box20032004
Top 2-Box
* **
*/ Top 2-score in 2006 significantly higher/lower than score in 2004
**/ Top 2-score in 2004 significantly higher/lower than score in 2003
9494
9091
8286
7581
8077
7071
6666
7168
6368
5867
Performance of NCCIs Work Factors:
2006 vs. 2004 and 2003 - II
-
8/6/2019 EAST Report
54/83
54
25
25
27
29
39
43
48
53
53
Work Environment
Organizational Effectiveness
Employee Ideas/Contributions
Teamwork
Training & Development
Motivation
Fair treatment
Employee Benefits
Decision making & Delegation
2006 vs. 2004 and 2003 II2006
Performance %
Top 2-Box 20032004
Top 2-Box
* **
*/ Top 2-score in 2006 significantly higher/lower than score in 2004
**/ Top 2-score in 2004 significantly higher/lower than score in 2003
5162
5562
6063
4547
3953
3844
3444
3929
3138
-
8/6/2019 EAST Report
55/83
55
Border Offices
-
8/6/2019 EAST Report
56/83
56
Summary of Findings
Commitment Index & Segmentation - INCCI ll it t i d (b d 10 i t l ) ti
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57/83
57
NCCIs overall company commitment index (based on a 10 point scale) continuesto decline:
2006 5.16
2004 5.87
2003 6.81
Commitment index for Border Offices also depicts a significant declining trend:2006 5.41
2004 7.24
2003 7.89
By SegmentBy Age: Commitment is higher amongst 25-29 years (6.49) compared to under 25 years(4.27).
By Year of employment: Lowest commitment score was for employees with less than 1year (5.700 compared to 1-5 years (5.28).
Commitment Index & Segmentation - II
-
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58/83
58
Attitudinal Loyalty: Employees are more committed to the Company (52%)compared to their section (48%).
Behavioral Loyalty (How many will stay): The number of employees who plan on
continue working at NCCI are around 2 out of 5 (39%).Commitment Segmentation: However, looking at attitudinal and behavioral loyaltytogether, the commitment segmentation for NCCI shows the following profile:
31%Advocates: Positive disposition toward the organization and the section
21%Company Committed: Positive disposition towards the organization but not to thesection
12%Section Committed: Positive disposition towards the section but not to theorganization
36%Uncommitted: Negative disposition towards the organization and the section. This is
the least desirable segment and unless their concerns can be met, their commitment
levels to the company will not improve
Most Important Factors Influencing Commitment
-
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59/83
59
From the key driver analysis, the most important factors that need performanceimprovement to strengthen employee commitment levels, are the following: Employee benefits
Fair treatment
Decision making and delegation
Organizational effectiveness
Motivation
Work environment
Care, concern and respect
Creating feeling of accomplishment
From the key driver analysis, the most important factors that need to be maintained toprevent any deterioration in employee commitment, are the following: Having a well defined job
Reputation
Relationship with colleagues
Satisfaction with day to day activities
Primary Importance
Secondary Importance
NOTE: Priorisation of improvement and maintenanceare shown in the recommendations section, which
takes into account a combination of the importance
of the attribute (if it is a key driver on commitment)
and the level of employee performance on this attribute.
K P f I di t
-
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60/83
60
Key Performance Indicators
Commitment Index
Employee Commitment Segmentation
Total Company Commitment Index:
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61/83
61
Base :
1
2
3
4
5
6
7
8
9
10
5.16
547
2003 index: 6.81
1
2
3
4
5
6
7
8
9
10
Total excluding
Border Offices
5.12
470
6.67
1
2
3
4
5
6
7
8
9
10
5.41
77
Border
Offices
7.89
Highest
Lowest
Total
commitment
index
2004 index: 5.87 5.69 7.24
Total NCCI
Total Company Commitment Index: By Age
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62/83
62
Base :
Under 25
years
25-29
years
Border
Offices
commitment
index
31 42
Border
Offices
77
7.898.31 7.24
7.246.65 7.70
2003 index:
2004 index:
Highest
Lowest
1
2
3
4
5
6
7
8
9
10
4.27
1
2
3
4
5
6
7
8
9
10
6.49
1
2
3
4
5
6
7
8
9
10
5.41
Total Company Commitment Index:By Years of Employment
-
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63/83
63
Highest
Lowest
Base :
1
2
3
4
5
6
7
8
9
10
5.70
Less than 1
year
1-5
years
Border
Offices
commitmentindex
25 50
Border
Offices
7.89 7.72 8.06
1
2
3
4
5
6
7
8
9
10
5.28
7.24 7.45 7.15
1
2
3
4
5
6
7
8
9
10
5.41
77
2003 index:
2004 index:
Employee commitment segmentation
Company committed Advocate
Companycommitted Advocate
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64/83
64
Comm
itmenttocompa n
y
May Not continue
Will continue
Commitment to section
High Risk High Risk
Vulnerable Vulnerable
Section committed
p y
Uncommitted
Trapped
Strongly
Trapped
Strongly
9%26%
9% 17%
3%10%
12% 14%
High Risk High Risk
Vulnerable Vulnerable
Section
committed
Companycommitted
Uncommitted
Advocate
Trapped
Strongly
Trapped
Strongly
0%7%
6% 13%
2%8%
16% 48%2003
High Risk High Risk
Vulnerable Vulnerable
Section
committed
Uncommitted
Trapped
Strongly
Trapped
Strongly
1%13%
7% 24%
4%6%
12% 33%2004
Commitment Towards NCCI
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8/6/2019 EAST Report
65/83
65
70
82
66
56
14
8
8
17
16
26
27
10
0% 20% 40% 60% 80% 100%
Strongly agree/agree Neither/nor Strongly disagree/disagree
I have very strong positivefeelings towards NCCI
I care about NCCI as if it was my
own business
If I could, Id spend my entireworking life at NCCI
I enjoy talking to people outside
the company about my work
92
99
78
89
2003
91
94
76
79
2004
Top 2-Box
*/ Top 2-score in 2006 significantly higher/lower than score in 2004
**/ Top 2-score in 2004 significantly higher/lower than score in 2003
* **
-
8/6/2019 EAST Report
66/83
-
8/6/2019 EAST Report
67/83
67
Overall Opinions
Work-Related Behaviors
Top 2 Bo
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8/6/2019 EAST Report
68/83
68
44
73
60
69
13
12
22
19
43
18
12
15
0% 20% 40% 60% 80% 100%
Strongly agree/agree Neither/nor Strongly disagree/disagree
71
84
74
74
I plan to be working at NCCI for at least
another 2 years from now
At work, I am personally committed to
do more than my job
I would be glad to recommend NCCI as
a good place to work
At NCCI, I feel highly motivated to do
my work well
64
72
80
76
20032004
Top 2-Box
*/ Top 2-score in 2006 significantly higher/lower than score in 2004
**/ Top 2-score in 2004 significantly higher/lower than score in 2003
* **
Committed towards company Uncommitted towards company
Linking Commitment & Behavior
-
8/6/2019 EAST Report
69/83
69
56
31
90
54
86
31
90
46
0
25
50
75
100
%
posit
iveresponses*
I plan to be workingat NCCI for at least
2 years from now
At work I am personally
committed to do more
than my job
I would be glad torecommend NCCI
as a good place to work
I feel highly motivatedto do my work well
*positive responses: top 2-box
77**
45**
85**
79**
79**
50**
83**
40**
**2003
69***
47***
78***
56***
89***
53***
82***
58***
***2004
-
8/6/2019 EAST Report
70/83
70
Key Driver (Potential/Risk) Analysis
Key Driver (Potential/Risk) AnalysisEmployee Commitment - I
-
8/6/2019 EAST Report
71/83
71
56
28
22
12
20
47
27
51
26
54
Satisfaction with day-to-day activities33
58
67
79
50
71
56
78
72
74
Primary Secondary Tertiary Non Significant
Creating feeling of accomplishment
Work standards
Organizational effectiveness
Reputation
Motivation
Relationship with colleagues
Having a well-defined job
Care, concern and respect
Fair treatment
MaintainCurrent Performance
ImprovementOpportunities
Key Driver (Potential/Risk) AnalysisEmployee Commitment - II
-
8/6/2019 EAST Report
72/83
72
8
7
19
22
29
15
26
54
61
11
19
14
15
40
40
26
22
19
Primary Secondary Tertiary Non Significant
Employee benefits
Decision making and delegation
Communication
Relationship with direct boss
Training & development
Appreciation of employee
ideas/contributions
Work / Job resources
Work environment
Teamwork
MaintainCurrent Performance
ImprovementOpportunities
-
8/6/2019 EAST Report
73/83
73
Recommendations
Recommendations
-
8/6/2019 EAST Report
74/83
74
Employee benDecision maki
Pri
Recommendations Drilldown - Areas to Improve
Priority ImprovementsPriority Improvements
-
8/6/2019 EAST Report
75/83
75
Employee Benefits
Salary increments and promotions are fair and based on meritonly
I believe that the pay I get for my work is fair
NCCI provides competitive benefits for its employees and theirfamilies
Decision making and Delegation
I am given the freedom to make my own decisions at work
Decision makers do not create delays.
Employees are confident to take decisions within the scope of
their job.
Fair Treatment
NCCI helps me balance my work and my personal life
Promotions are based on job performance
A lot of decisions are bared on favoritism
Work standards
At NCCI production comes first, then quality
Work habits deteriorate when the boss is absent
Employees see policies and procedures as a source of frustration and
annoyance
Organisational Effectiveness
I have a clear understanding of role and responsibility of each section
according to recent re-organization
I have a clear understanding of the management hierarchy
Recent re-organizations have led to distinct improvements and better
use of resources
Business initiatives an changes are implemented properly
My PMS discussions with my direct boss are frequent and effective
Recommendations Drilldown - Areas to Improve
Oth I tOth I t
-
8/6/2019 EAST Report
76/83
76
Other ImprovementsOther Improvements
Motivation
I often have a reason to worry about my job security
The climate of anxiety and fear makes employees hide their mistakes or
blame others.
I have a colleague who inspire me to do better
Work environment
The physical work environment is good for my health
Care, Concern and Respect
NCCI would try to help if I had a personal emergency
Managers criticize their own staff to others
Creating feelings of accomplishment
I am often given tasks for which I do not have the necessary skills
My direct boss acknowledge when Ive done a good job
Recommendations Drilldown Areas to Maintain
M i t iM i t i
-
8/6/2019 EAST Report
77/83
77
Having a Well - Defined Job My responsibilities and goals are made clear by my Direct Boss I am rarely given unclear instructions about what I should do
I have a job description that accurately reflects my duties
Reputation
NCCI provides high quality customer service
NCCI has a strong and capable management team
NCCI is constantly improving services and operations
Relationship with Colleagues
Employees are able to discuss profound differences rationally
I can trust and depend on all my colleagues to treat me in the way I
wish to be treated
There are strained relationships between my section and other
sections
MaintainMaintain
Satisfaction with Day-to-Day Activities
My job is challenging and helping me to grow and develop
My skills and abilities are being properly utilized by NCCI
Work/ Job Resources Management allocates enough employees to get the job done during
working hours
NCCI puts effort into finding and fixing the weak points in the processes and
procedures
NCCI provides modern technology that helps me produce high quality work
Communication
I rely on informal information sources in my daily work
Within my section, there is good communications
I know where to find the information I need
Information is received by concerned employees in a timely way
NCCI W k F t
-
8/6/2019 EAST Report
78/83
78
NCCI Work Factors
Performance of NCCIs Work Factors
Performance % Performance %
-
8/6/2019 EAST Report
79/83
79
61
62
70
74
74
75
77
77
80
88
Performance %
Top 2-Box
29
31
41
42
43
43
54
55
58
Performance %
Top 2-Box
Relationship with the Direct Boss
Having a well-defined job
Communications
Work/ Job Resources
Work Environment
Relationship with Colleagues
Organizational Effectiveness
Reputation
Satisfaction with day to day activities
Employee Ideas/Contributions
Care, Concern & Respect
Teamwork
Training & Development
Motivation
Fair treatment
Creating Feelings of Accomplishment
Employee Benefits
Decision making & Delegation
Work Standards
Performance of NCCIs Work Factors:2006 vs. 2004 and 2003 - I
2006
Performance % Top 2-Box
-
8/6/2019 EAST Report
80/83
80
61
62
70
74
74
75
77
77
80
88
Relationship with the Direct Boss
Having a well-defined job
Communications
Work/ Job Resources
Relationship with Colleagues
Organizational Effectiveness
Reputation
Satisfaction with day to day activities
Care, Concern & Respect
Creating Feelings of Accomplishment
Performance %
Top 2-Box 20032004* **
*/ Top 2-score in 2006 significantly higher/lower than score in 2004
**/ Top 2-score in 2004 significantly higher/lower than score in 2003
9796
10097
8389
9186
8698
8885
8382
7378
6771
5871
Performance of NCCIs Work Factors:2006 vs. 2004 and 2003 - II
2006
Performance % Top 2-Box
-
8/6/2019 EAST Report
81/83
81
29
31
41
42
43
43
54
55
58
Work Environment
Employee Ideas/Contributions
Teamwork
Training & Development
Motivation
Fair treatment
Employee Benefits
Decision making & Delegation
Work Standards
Performance %
Top 2-Box 2004* **
*/ Top 2-score in 2006 significantly higher/lower than score in 2004
**/ Top 2-score in 2004 significantly higher/lower than score in 2003
2003
8277
5459
5878
4037
3865
4649
5649
3942
2227
Ch ki h f 7 30 AM t 3 30 PM (70)*
If you were the CEO, what key changes would youmake to improve NCCI as a place to work?
-
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82/83
82
Change working hours from 7:30 AM to 3:30 PM (70)* Increase salaries (52)
Implement fair system of annual increments and incentives (46) Improve relationship between employees and management (37)
Availability of medical insurance for parents (32)
Put right person for the right job (23)
Improve communications (21)
Take care of the employees to make them loyal to the Company (14)
Incentives for hard working employees (10)
Re-organize administrative structure (11)
Increase number of employees (9)
Promotions to be given on seniority and merit (8)
Put new system of evaluation (7)
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8/6/2019 EAST Report
83/83
83